Re: [rt-users] DB performance
03.06.2010 17:23, rmp dmd wrote: Hi, Currently our RT DB is about 308M. Not much but with nagios alerts, production issues, customer problems, Im seeing the DB growing quickly. I need to make sure that DB will not affect the RT performance. Kindly help on how I can check DB integrity, and make sure that DB will not slow RT. The first question is: what db do you use? mysql/postgres/oracle? Different DBs requires different approaches. The second question is: what db do you use? The third and the rest of questions are rely on DB. -- Agnislav Onufrijchuk PortaOne, Inc., RT Developer Tel: +1-866-SIP VOIP (+1 866 747 8647) ext. 7670 PortaOne Booth 3H1-10, Hall 3 Canadian Pavilion @ CommunicAsia Singapore Expo, June 15-18, 2010 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Errors in scrips.
22.04.2010 15:43, H Manohar Rayker пишет: How can I track errors in scrips? The same way as the rest of errors - they're logged. -- Agnislav Onufrijchuk PortaOne, Inc., RT Developer Tel: +1-866-SIP VOIP (+1 866 747 8647) ext. 7670 PortaOne Booth 812 @ ITW 2010 International Telecommunication Week Marriott Wardman Park Hotel Washington, DC - May 24-26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] New install rt-mailgate problem
Ian Pellew пишет: FreeBSD_8 RT 387 at a glance works fine, BUT rt-mailgate fails with the likes of:- [Tue Apr 13 17:29:13 2010] [error] [client 192.168.56.202] File does not exist: /usr/local/www/apache22/data/REST But my RT is at /usr/local/Rt/rt-3.8.7/share/html My vhost uses ports 8001:- ... Cannot figure out how to get mailgate, and maybe the other tools, to use DocumentRoot. Any suggestions pls? It seems you haven't set port when you call rt-mailgate. In your case it should be similar to: | //usr/local/Rt/rt-3.8.7/bin/rt-mailgate --queue General --action correspond --url https://rt.host.com:8001/ -- Agnislav Onufrijchuk PortaOne, Inc., RT Developer Tel: +1-866-SIP VOIP (+1 866 747 8647) ext. 7670 PortaOne Booth 812 @ ITW 2010 International Telecommunication Week Marriott Wardman Park Hotel Washington, DC - May 24-26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] New install rt-mailgate problem
You're welcome! BTW, please add --- Cc: rt-users@lists.bestpractical.com --- to correspondence to let other subscribers know the results/flow. Ian Pellew wrote: Thanks Agnislav Just the nudge I needed. I get in these loops where nothing works out of stupidity. It seems you haven't set port when you call rt-mailgate. In your case it should be similar to: | //usr/local/Rt/rt-3.8.7/bin/rt-mailgate --queue General --action correspond --url https://rt.host.com:8001/ -- Agnislav Onufrijchuk PortaOne, Inc., RT Developer Tel: +1-866-SIP VOIP (+1 866 747 8647) ext. 7670 PortaOne Booth 812 @ ITW 2010 International Telecommunication Week Marriott Wardman Park Hotel Washington, DC - May 24-26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] rt emailing extra line breaks
Vitaly Tskhovrebov wrote:
We're doing a lot of emailing through RT. So we have an issue, when
quotation has much more line breakes, then in original letters. It seems
like RT doing s/\n/\n\n/ every time.:
Hi, Vitaly.
We've fixed this on our 3.8.4 with an attached patch.
--
Agnislav Onufrijchuk
PortaOne, Inc., RT Developer
Tel: +1-866-SIP VOIP (+1 866 747 8647) ext. 7670
PortaOne Booth 812 @ ITW 2010
International Telecommunication Week
Marriott Wardman Park Hotel
Washington, DC - May 24-26
--- share/html/Ticket/Elements/ShowMessageStanza 2010-04-09 07:18:51.0 +0300
+++ local/html/Ticket/Elements/ShowMessageStanza 2010-04-09 07:21:38.0 +0300
@@ -97,6 +97,7 @@
$m-callback( content = $ref, %ARGS );
$m-comp('/Elements/MakeClicky', content = $ref, ticket = $ticket, %ARGS);
unless ( $plain_text_pre ) {
+$$ref =~ s{(\r*\n)}{\n}g if defined $$ref;
$$ref =~ s{(?=\r*\n)}{br /}g if defined $$ref;
}
$m-out( $$ref );
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] How to send a different message to each requestor of ticket?
Guenter Burgstaller wrote: But how can I trigger a different mail to each requestor? Try this way: 1. Create User Custom Field. 2. Fill it. 3. Disable general 'correspondence notification for requesters' scrip. 4. Send correspondence using several scrips that will use different templates accordingly to user's CF value. -- Agnislav Onufrijchuk PortaOne, Inc., RT Developer Tel: +1-866-sip voip (+1 866 747 8647) ext. 7670 Meet us at CeBIT 2010 March 2-6, Hanover, Germany Hall 13, Booth D15 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Merge Two Qs?
Gabriel - IP Guys wrote: Hi guys, Just a quick one, is it possible to merge two existing q’s into one? You can make bulk update of all tickets from one queue to assign them to another queue. -- Agnislav Onufrijchuk PortaOne, Inc., RT Developer Tel: +1-866-SIP VOIP (+1 866 747 8647) ext. 7670 Meet us at ITEXPO West 2009 September 2-3, Booth 427 Los Angeles Convention Center ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Broken attachements
Zodal wrote: I am using Rt 3.8.4 and if user creates new ticket in QuickCreate, add some attachements and give somebody to Cc, the attachements are broken when they are received. Attachments are being broken in DB or in sent e-mail? -- Agnislav Onufrijchuk PortaOne, Inc., RT Developer Tel: +1-866-SIP VOIP (+1 866 747 8647) ext. 7670 Meet us at ITEXPO West 2009 September 2-3, Booth 427 Los Angeles Convention Center ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] rt 3.8.4 customization (FreeBSD)
Steve Sizemore wrote: I've migrated an older rt 3.6 installation from linux to FreeBSD 7.2, and upgraded successfully to 3.8.4. There's only one missing piece: our previous installation had a customized ticket display. .../rt-3.6.7/share/html/Ticket/Display.html was customized by .../rt-3.6.7/local/html/Ticket/Display.html I've tried /usr/local/share/rt38/local/html/Ticket/Display.html, as well as /usr/local/share/rt38/local/html/Ticket/Display_Local.html, and neither works. Because it works only for libs. Does anyone know how to customize 3.8.4 on a FreeBSD port? Look into /usr/local/share/rt38/lib/RT.pm file, find $MasonLocalComponentRoot variable. It contains path for web modification. If its value is 'local/html', you can just create directory /usr/local/share/rt38/local/html manually, then create Ticket directory under it and put your modified Display.html inside. If $MasonLocalComponentRoot contains another value, just do the same steps, as above, but instead of 'local/html' create directory set in the variable. -- Agnislav Onufrijchuk PortaOne, Inc., RT Developer Tel: +1-866-SIP VOIP (+1 866 747 8647) ext. 7670 Meet us at ITEXPO West 2009 September 2-3, Booth 427 Los Angeles Convention Center ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Monthly Tasks
rmp dmd wrote: I create a new ticket run scan vulnerability on server X. After running, I will close this ticket. On next month, this ticket automatically will be re-opend (or a new one generated). I'm thinking of using RT Reminders. I've checked it but the scrips that I saw, use reminders to send open tickets that are due over a period of time. Does anyone was able to do this and any scrips that I can check? I can advise following solution: 1. Create Condition which will check current date and will return 1 in case today is day of scanning. 2. Add rt-crontool call with the Condition and appropriate Action to crontab to be run daily. -- Agnislav Onufrijchuk PortaOne, Inc., RT Developer Tel: +1-866-SIP VOIP (+1 866 747 8647) ext. 7670 Meet us at ITEXPO West 2009 September 2-3, Booth 427 Los Angeles Convention Center ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Read-Only global switch?
Beachey, Kendric wrote: I'm about to (finally) migrate our 2.0.11 installation to 3.6.5 and would like to have the 2.0.11 installation stay up for a few months or so in a read-only capacity. Is there (or was there as early as 2.0.11) an easy way to make RT be read-only in a global sense? I mean, I can run through all the group/user permissions and turn off anything that constitutes an update. But if there's an easy way to make it read-only on a system-wide level, that'd be preferable. I've done the same on rt 3.4.4 with granting rt_user mysql user only SELECT right for rt3 db for all tables except sessions. -- Agnislav Onufrijchuk PortaOne, Inc., RT Developer Tel: +1-866-SIP VOIP (+1 866 747 8647) ext. 7670 Meet us at ITEXPO West 2009 September 2-3, Booth 427 Los Angeles Convention Center ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT [Transactions] failing after Fedora upgrade
Jay Vlavianos wrote: Transactions not supported by database at /usr/lib/perl5/vendor_perl/5.10.0/i386-linux-thread-multi/DBI.pm line 1674. What DBD::mysql version do you use? Do you have InnoDB engine enabled in your my.cnf ? -- Agnislav Onufrijchuk PortaOne, Inc., RT Developer Tel: +1-866-SIP VOIP (+1 866 747 8647) ext. 7670 Meet us at ITEXPO West 2009 September 2-3, Booth 427 Los Angeles Convention Center ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT Memory Leaks Problem
Kenneth Marshall wrote: In the interim, you could schedule a graceful restart of apache every day with cron: # Restart apache daily to clear process bloat. 5 5 * * * APACHE_PIDFILE=/var/run/httpd.pid APACHE_CONFIG=/etc/httpd.conf /usr/sbin/apachectl graceful /dev/null 21 This should keep everything in check. I hope that this helps. I have the same problem with rt 3.4.4 and have to restart apache periodically. Graceful restart doesn't help me, it's needed to make full restart: apachectl restart -- Agnislav Onufrijchuk PortaOne, Inc., RT Developer Tel: +1-866-SIP VOIP (+1 866 747 8647) ext. 7670 Meet us at ITEXPO West 2009 September 2-3, Booth 427 Los Angeles Convention Center ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Difference between a CC and a Requestor
Richard Brady wrote: I am struggling to understand the difference between a CC and a Requestor? When adding extra people to a ticket, it's not clear whether they should be added as one or the other. Any clarification would be much appreciated. (I have looked for documentation on this but have not found much). Requester can see his tickets via SelfService page. -- Agnislav Onufrijchuk PortaOne, Inc., RT Developer Tel: +1-866-SIP VOIP (+1 866 747 8647) ext. 7670 Meet us at ITEXPO West 2009 September 2-3, Booth 427 Los Angeles Convention Center ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] What software is recommended for high-loaded RT3.8-latest?
Hi all. I'm going to migrate our rt installation to latest version. We'll install clean RT on new hardware and them migrate DB and custom modifications. Some points about our rt installation: - db size - more than 30G; - mostly 10 tickets; - 4000 transactions per day. Can you please advice software for serving such high-loaded system: - FreeBSD or Linux? - File system: Ext3/XFS/JFS/...? - apache 2.2 or nginx? - MySQL or Postgresql? Any advice will be appreciated. -- Agnislav Onufrijchuk PortaOne, Inc., RT Developer Tel: +1-866-SIP VOIP (+1 866 747 8647) ext. 7670 Meet us on April 14-15 at Booth 1202 Billing OSS World Conference Expo Rio All-Suite Hotel Casino, Las Vegas ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] What software is recommended for high-loaded RT3.8-latest?
Mike Peachey wrote: Slackware Linux. Perfect balance of security and stability and with a custom-generic kernel the RAM footprint is comparatively tiny and makes for a very responsive server. I have no enough experience with Slackware. AFAIK, it's simple as BSD. Is it true? Whatever OS you choose, make sure you do a manual RT install, don't rely on someone's pre-packaged system. Also, I recommend making sure all of your perl modules are installed via CPAN not a packaging system to ensure no upstream modifications and a simple upgrade path. Sure :) - File system: Ext3/XFS/JFS/...? Debatable. I would probably say Ext3 myself, but then for the level of transactions you're talking about you are on the border where J/X/Reiser could prove themselves useful. Wouldn't hurt to do some benchmarking. For what it's worth, don't take recoverability into account in your decision, just make backups. Trying to perform file-system data recovery in that type of environment is a waste of time on any FS. AFAIK, they're all provide good data safety. Now we're using MySQL InnoDB, I think XFS should be fast enough. But we may migrate to PostgreSQL. AFAIK it uses a number of files (I may be wrong) to serve its DB. So, there can be Reiser/JFS. - apache 2.2 or nginx? Apache. No Question. Why? nginx supports FastCGI too and it is recommended to use on dedicated projects. - MySQL or Postgresql? Debatable. I think for me it would depend on what is in use in the rest of your architecture. If you are a fully MySQL house, as we are here, then it makes sense to keep it all the same since you can share primary/failover servers and your people-processes are harmonious. If you don't really have a dependency on either then... well it's up to you. I'm used to MySQL and having it at the core of nearly all DB-dependant applications here has been useful, but many would argue that for a larger system like yours PG wouyld give you better performance. Again, a bit of benchmarking wouldn't go amiss. Thank you! -- Agnislav Onufrijchuk PortaOne, Inc., RT Developer Tel: +1-866-SIP VOIP (+1 866 747 8647) ext. 7670 Meet us on April 14-15 at Booth 1202 Billing OSS World Conference Expo Rio All-Suite Hotel Casino, Las Vegas ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] What software is recommended for high-loaded RT3.8-latest?
Kenneth Marshall wrote: Are these 4000 tickets per day or 4000 updates total? 10 tickets is not very many if you actually generate 4000 tickets per day. Do you shred old tickets to remove them from your DB? 4000 Transactions, not tickets per day. - File system: Ext3/XFS/JFS/...? Use the supported/recommended one for your chosen OS. Even if I'll choose FreeBSD, I will not use UFS :) It's too slow. - apache 2.2 or nginx? Apache all the way. What advantages does it have? - MySQL or Postgresql? We use PostgreSQL here because the release quality does not vary as wildly and MySQL. Check the mailing list for problems caused by particular versions of MySQL. If you pick a tested version, it will work well. PostgreSQL also support full text index support that make searching ticket body content extremely fast. We also use the Slony replication software to keep a warm spare RT system ready to go, in case the primary system has a hardware problem. We really want to have redundancy in our ticket system because it should be up even if everything else is down. :) FTS - is one of the advantages of PostgreSQL we look for. Thank you for help! -- Agnislav Onufrijchuk PortaOne, Inc., RT Developer Tel: +1-866-SIP VOIP (+1 866 747 8647) ext. 7670 Meet us on April 14-15 at Booth 1202 Billing OSS World Conference Expo Rio All-Suite Hotel Casino, Las Vegas ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] What software is recommended for high-loaded RT3.8-latest?
Are these 4000 tickets per day or 4000 updates total? 10 tickets is not very many if you actually generate 4000 tickets per day. Do you shred old tickets to remove them from your DB? One more thing: we have 4000 transactions, but we have a number of long SELECT queries every day. No, we didn't shred any of tickets yet, because currently we use 3.4.4 version :( -- Agnislav Onufrijchuk PortaOne, Inc., RT Developer Tel: +1-866-SIP VOIP (+1 866 747 8647) ext. 7670 Meet us on April 14-15 at Booth 1202 Billing OSS World Conference Expo Rio All-Suite Hotel Casino, Las Vegas ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] What software is recommended for high-loaded RT3.8-latest?
- apache 2.2 or nginx? Apache. No Question. Why? nginx supports FastCGI too and it is recommended to use on dedicated projects. Let me put it this way.. when you run into trouble, you want to be on the same server that 99.9% of RT users are running. Agree :) Thanks for help! -- Agnislav Onufrijchuk PortaOne, Inc., RT Developer Tel: +1-866-SIP VOIP (+1 866 747 8647) ext. 7670 Meet us on April 14-15 at Booth 1202 Billing OSS World Conference Expo Rio All-Suite Hotel Casino, Las Vegas ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Temporary files issue
Hi all. I have RT 3.4.4 with number of custom modifications. Now we have the following issue: When: 1. I attach a number of files or 2. I attach one file, click Add more files and then I write text one or several temporary file(s) are being deleted by File::Temp-cleanup. Where can be the root of such incorrect behavior? We're thinking about rewriting Interface::Web-MakeMIMEEntity method with the newest (from 3.8 branch) to use memory instead of tempfiles. Can you advice, is it a good idea or not? WBR, -- Agnislav Onufrijchuk PortaOne, Inc., RT Developer Tel: +1-866-SIP VOIP (+1 866 747 8647) ext. 7670 Meet us at Internet Telephony East February 2-4, 2009 - Booth 826 Miami Beach Convention Center ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Temporary files issue
Dear Jesse, Thank you for your quick response. You wrote: This is but one of many fairly important bugfixes. Rather than further customizing your RT 3.4 instance, I'd strongly consider putting that effort toward coming up to 3.8. We have some reasons to postpone upgrading to 3.8-latest. Can you advice something in our current situations? We made a workaround - set UNLINK = 0 and cleanup procedure is running by cron. It seems it's workable. -- Agnislav Onufrijchuk PortaOne, Inc., RT Developer Tel: +1-866-SIP VOIP (+1 866 747 8647) ext. 7670 Meet us at Internet Telephony East February 2-4, 2009 - Booth 826 Miami Beach Convention Center ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
