Re: [rt-users] Ticket_Overlay/Attachment_Overlay->Import for 4.x?

[Curtis Bruneau]

I noticed the 4.0.x code base has ->Import included in Ticket.pm and 
Attachment.pm. I'm going to try starting from there but I'm wondering if 
there's any known technical reasons why these methods may not work in rt 
4.2.x


Thanks again,

Curtis

On 2/9/2016 5:10 PM, Curtis Bruneau wrote:
Has anyone tried to port the 'Import' methods in the old 3.x 
Ticket_Overlay.pm, and Attachment_Overlay.pm to RT 4.x? (4.2.x here).


I understand the new way to do overlays are to use Ticket_Local.pm or 
Attachment_Local.pm file names.


I'm going to try copying over the methods and dependent methods. I'm 
just curious if anyone has tried to do this before. I'm trying to use 
an export/import script that uses those methods. There's also Create 
methods in the _Overlay.pm that is a bit concerning as it appears to 
overlay the ones in Ticket.pm/Attachment.pm. I'm currently in a 
development environment and will likely only use it temporarily when 
doing the import so it doesn't need to work with a running web RT.


Thanks for your time,

Curtis

-
RT 4.4 and RTIR Training Sessions 
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* Hamburg Germany  March 14 & 15, 2016



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* Hamburg Germany  March 14 & 15, 2016

[rt-users] Ticket_Overlay/Attachment_Overlay->Import for 4.x?

[Curtis Bruneau]

Has anyone tried to port the 'Import' methods in the old 3.x 
Ticket_Overlay.pm, and Attachment_Overlay.pm to RT 4.x? (4.2.x here).


I understand the new way to do overlays are to use Ticket_Local.pm or 
Attachment_Local.pm file names.


I'm going to try copying over the methods and dependent methods. I'm 
just curious if anyone has tried to do this before. I'm trying to use an 
export/import script that uses those methods. There's also Create 
methods in the _Overlay.pm that is a bit concerning as it appears to 
overlay the ones in Ticket.pm/Attachment.pm. I'm currently in a 
development environment and will likely only use it temporarily when 
doing the import so it doesn't need to work with a running web RT.


Thanks for your time,

Curtis

-
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(http://bestpractical.com/services/training.html)
* Hamburg Germany  March 14 & 15, 2016

Re: [rt-users] Page Formatting (Only Text) After Perl Update

[Curtis Bruneau]

I've encourtered this issue when you try to alias the noauth directories 
to bypass the mason.handler in the Apache config. If you have an Apache 
config line similar to below try to comment it out.


Alias /NoAuth /opt/rt3/share/html/NoAuth

Basically in the above situation the css isn't processed properly. It 
could be something else though.


Curtis

On 11-08-22 04:44 PM, Lake, Seth M wrote:


So, I stupidly updated my debian RT box today and one of the things 
patched was Perl (5.10.1 -> 5.12.4).  Since I used CPAN originally for 
installing Perl modules when I setup the server it broke pretty much 
everything about RT.  After much flipping back and forth between logs 
and apt-get install I resolved all of the load errors and the Apache 
server came up.  But I still seem to be missing something.


All pages will display with no formatting at all.  The only graphic 
that shows is the >>|<< Best Practical logo, everything else is 
completely text without the usual formatting.  There is lists and 
tables, but no font changes are graphics at all (100% blue links on a 
while background).


I assume there is some Perl module I'm missing.  As I said, there's no 
errors so it's a "soft" failure.  The site functionality seems 
unaffected, just a bit harder to get around now.


Any help greatly appreciated.



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Re: [rt-users] Problem with rt-crontool and SendEmail(Re-posted because I did not register before posting it originally)

[Curtis Bruneau]

It would appear the action-arg is dependent on the action. I'm not sure 
if they support the same features. You may need to check out the source 
for them. Mine was for LinearEscalate.


On 10-12-07 11:17 AM, Curtis Bruneau wrote:
I've used the following to make it transparent, also not updating last 
update.


-action-arg "RecordTransaction: 0" --action-arg "UpdateLastUpdated: 0"

On 10-12-07 11:08 AM, imonike wrote:

Hello Kevin,
   Thanks for your reply. Please how would I do it if I
wanted to avoid cluttering up history?

Regards

Imonike


Kevin Falcone-2 wrote:

On Mon, Dec 06, 2010 at 05:51:30PM -0500, Bernard McCormack wrote:
I had a problem with this as well you have to create a template  
with :


RT-Send-Bcc: {$Ticket->Owner}

And use the action record comment
--action RT::Action::RecordComment --template 'your template name 
here'

While this is preferred, it is possible to avoid the RecordComment if
you don't want it cluttering up history.


-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of imonike
Sent: Monday, December 06, 2010 8:06 AM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Problem with rt-crontool and SendEmail(Re-posted
because I did not register before posting it originally)


Hello all,
   Please I am having problems setting up rt-crontool and
using
the SendEmail action. I have created a user called rtcrontool, and in
this
user's home directory, I have set-up a shell script called 
rtcrontool.sh

with the following command in it:

/opt/rt3/bin/rt-crontool \
  --search RT::Search::ActiveTicketsInQueue  --search-arg 'nigerian
colleges'
\
  --condition RT::Condition::Overdue \
  --action RT::Action::SendEmail --action-arg amoham...@swglobal.com \

I haven't yet set it up as a cron job but when I run the script 
from the

command line this is what I get:


  [crit]: Can't call method "Parse" on an undefined value at
/opt/rt3/bin/../lib/RT/Action/SendEmail.pm line 155.
(/opt/rt3/bin/../lib/RT.pm:377)
Can't call method "Parse" on an undefined value at
/opt/rt3/bin/../lib/RT/Action/SendEmail.pm line 155.

I have tried googling a solution to no avail. Please any pointers 
as to

how
to resolve this issue will be greatly appreciated.
Thanks
--
View this message in context:
http://old.nabble.com/Problem-with-rt-crontool-and-SendEmail%28Re-posted 

-because-I-did-not-register-before-posting-it-originally%29-tp30366714p3 


0366714.html
Sent from the Request Tracker - User mailing list archive at 
Nabble.com.

Re: [rt-users] Problem with rt-crontool and SendEmail(Re-posted because I did not register before posting it originally)

[Curtis Bruneau]

I've used the following to make it transparent, also not updating last 
update.


-action-arg "RecordTransaction: 0" --action-arg "UpdateLastUpdated: 0"

On 10-12-07 11:08 AM, imonike wrote:

Hello Kevin,
   Thanks for your reply. Please how would I do it if I
wanted to avoid cluttering up history?

Regards

Imonike


Kevin Falcone-2 wrote:
   

On Mon, Dec 06, 2010 at 05:51:30PM -0500, Bernard McCormack wrote:
 

I had a problem with this as well you have to create a template  with :

RT-Send-Bcc: {$Ticket->Owner}

And use the action record comment
--action RT::Action::RecordComment --template 'your template name here'
   

While this is preferred, it is possible to avoid the RecordComment if
you don't want it cluttering up history.

 

-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of imonike
Sent: Monday, December 06, 2010 8:06 AM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Problem with rt-crontool and SendEmail(Re-posted
because I did not register before posting it originally)


Hello all,
   Please I am having problems setting up rt-crontool and
using
the SendEmail action. I have created a user called rtcrontool, and in
this
user's home directory, I have set-up a shell script called rtcrontool.sh
with the following command in it:

/opt/rt3/bin/rt-crontool \
  --search RT::Search::ActiveTicketsInQueue  --search-arg 'nigerian
colleges'
\
  --condition RT::Condition::Overdue \
  --action RT::Action::SendEmail --action-arg amoham...@swglobal.com \

I haven't yet set it up as a cron job but when I run the script from the
command line this is what I get:


  [crit]: Can't call method "Parse" on an undefined value at
/opt/rt3/bin/../lib/RT/Action/SendEmail.pm line 155.
(/opt/rt3/bin/../lib/RT.pm:377)
Can't call method "Parse" on an undefined value at
/opt/rt3/bin/../lib/RT/Action/SendEmail.pm line 155.

I have tried googling a solution to no avail. Please any pointers as to
how
to resolve this issue will be greatly appreciated.
Thanks
--
View this message in context:
http://old.nabble.com/Problem-with-rt-crontool-and-SendEmail%28Re-posted
-because-I-did-not-register-before-posting-it-originally%29-tp30366714p3
0366714.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.

   



 
   

[rt-users] RT-Extension-Mobile Links/Dependencies

[Curtis Bruneau]

I was wondering if there was plans to convert the Links/dependent 
tickets to use the mobile URLs instead. I briefly checked out the code 
and it's using the main site's elements. It seems like it's a bit of 
work to convert due to a few files being used.


Curtis

RT Training in Washington DC, USA on Oct 25 & 26 2010
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Re: [rt-users] [Fwd: Re: No mail in the creation of a ticket]

[Curtis Bruneau]

You need to either set up a global scrip or single scrip to On Create 
Notify (type of user) with template (transaction or blank .. which 
ever). It can be watchers, requester, owner etc.


josé fernandez wrote:
Thank you for your help. In doing what I want is simply to be notified 
when a user create a ticket from the interface RT



 RT_SiteConfig.pm =
...

# By default, RT doesn't notify the person who performs an update, as they
# already know what they've done. If you'd like to change this behaviour,
# Set $NotifyActor to 1

Set($NotifyActor, 0);

==

Best regards


Le 28/04/2010 11:54, josé fernandez a écrit :

Hello

when a ticket is created via an email in RT, an email is sent 
automatically, but if the user creates a ticket from the interface of 
RT were not receiving email automatically and therefore we do not 
know that a ticket has been created and I do not understand why.


Ideas?
Thank you

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Re: [rt-users] Question about using an external SMTP server

[Curtis Bruneau]

Ideally it would be on the RT server itself. The SMTP relaying and MTA 
are technically separate. You can do just local deliveries on the RT 
server which accepts port 25 smtp traffic but think of it as the final 
relay destination. You would also have to set up the MTA to recognize 
the hostname as accepted so it doesn't try to relay it back out to 
relayhost. I think regardless of your $SMTPServer setting if you had RT 
server accepting mail you may want to set up relayhost for bounces and such.


For postfix in /etc/postfix/main.cf you should see the following. The my 
networks is to ensure that only localhost can relay through it. This 
should for the most part be default already assuming the server was set 
up with the RT hostname.


myhostname = rt.domain.com
alias_maps = hash:/etc/aliases
mydestination = rt.domain.com, localhost
mynetworks = 127.0.0.0/8

One thing to note; this is the default domain setup. If you hosted 
multiple email domains you'd have to look into the virtual domain 
settings. This is mostly likely the case on your SMTP as well so simply 
doing /etc/aliases may not be good enough unless your default domain is 
the same as the RT server.


As for setting it up on your 'real' SMTP, you may be able to copy the 
perl script but you will most likely still require some of the perl 
modules from the 'make testdeps'. Then again I've never tried to do it 
before so I'm not really sure what dependencies it has.


Chris Hall wrote:
well.. none yet.  I think I see where I've mis-stepped.  the 
modifications to /etc/aliases needs to be ON the SMTP server, not the 
RT server, is that correct?  and if so, that means I need to install 
the rt-mailgate on the SMTP server?  If that's true, could I just copy 
my rt-mailgate from my bin dir on the rt server to the SMTP server, or 
do I really have to go through the entirety of the installation?  
...lotsa questions there, sry.


On Tue, Apr 27, 2010 at 3:51 PM, Curtis Bruneau <mailto:curt...@vianet.ca>> wrote:


Assuming the SMTPFrom setting isn't overriding the reply addresses
specified in the queue config queue@ queue-comment@ etc. You may
need to rebuild the alias hash with the newaliases command. Are
you getting any bounces from your smtp?

Chris Hall wrote:

ahh, nevermind, I got it...

Set($SMTPServer, '##');
Set($SMTPFrom , 'r...@rt.#.com');

but now, my question has evolved slightly.. email seems to be
successfully sent out, but I get the email saying "reply to
this address if you have questions, etc..." I reply to it, and
nothing seems to happen.

I've added the following lines to /etc/aliases

rt: "|/opt/rt3/bin/rt-mailgate --queue 'General' --action
correspond --url http://rt.###.com";
rt-comment: "|/opt/rt3/bin/rt-mailgate --queue 'General'
--action comment --url http://rt.##.com";

(obviously w/o the # signs...) but nothing seems to happen
when I reply to the email... any ideas as to why?


On Tue, Apr 27, 2010 at 3:37 PM, Curtis Bruneau
mailto:curt...@vianet.ca>
<mailto:curt...@vianet.ca <mailto:curt...@vianet.ca>>> wrote:

   You should be able to set up postfix using the parameter
   'relayhost' for relaying, you can specify a different port if
   needed. This would allow you to still use the sendmail
commands to
   send. This is assuming you can still receive on port 25 for MX
   deliveries. Otherwise you may have no choice but to set it
up on
   your real smtp server.

   Chris Hall wrote:

   We're tightly controlling port 25 on our site here, so
using
   the local method for sending email is a no go.  I read
   something about installing mailgate on the smtp server
here,
   but that has some people... nervous  My boss seems to
   think it should be a matter of switching a line or two
to set
   a smarthost to our smtp server to make it work.  So my
   question is, without dropping additional software or
whatnot
   on the smtp server... how can I use an external server for
   sending mail?  What's the preferred and correct
configuration
   needed?


 
 





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Re: [rt-users] Question about using an external SMTP server

[Curtis Bruneau]

Assuming the SMTPFrom setting isn't overriding the reply addresses 
specified in the queue config queue@ queue-comment@ etc. You may need to 
rebuild the alias hash with the newaliases command. Are you getting any 
bounces from your smtp?


Chris Hall wrote:

ahh, nevermind, I got it...

Set($SMTPServer, '##');
Set($SMTPFrom , 'r...@rt.#.com');

but now, my question has evolved slightly.. email seems to be 
successfully sent out, but I get the email saying "reply to this 
address if you have questions, etc..." I reply to it, and nothing 
seems to happen.


I've added the following lines to /etc/aliases

rt: "|/opt/rt3/bin/rt-mailgate --queue 'General' --action correspond 
--url http://rt.###.com";
rt-comment: "|/opt/rt3/bin/rt-mailgate --queue 'General' --action 
comment --url http://rt.##.com";


(obviously w/o the # signs...) but nothing seems to happen when I 
reply to the email... any ideas as to why?



On Tue, Apr 27, 2010 at 3:37 PM, Curtis Bruneau <mailto:curt...@vianet.ca>> wrote:


You should be able to set up postfix using the parameter
'relayhost' for relaying, you can specify a different port if
needed. This would allow you to still use the sendmail commands to
send. This is assuming you can still receive on port 25 for MX
deliveries. Otherwise you may have no choice but to set it up on
your real smtp server.

Chris Hall wrote:

We're tightly controlling port 25 on our site here, so using
the local method for sending email is a no go.  I read
something about installing mailgate on the smtp server here,
but that has some people... nervous  My boss seems to
think it should be a matter of switching a line or two to set
a smarthost to our smtp server to make it work.  So my
question is, without dropping additional software or whatnot
on the smtp server... how can I use an external server for
sending mail?  What's the preferred and correct configuration
needed?







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Re: [rt-users] Question about using an external SMTP server

[Curtis Bruneau]

You should be able to set up postfix using the parameter 'relayhost' for 
relaying, you can specify a different port if needed. This would allow 
you to still use the sendmail commands to send. This is assuming you can 
still receive on port 25 for MX deliveries. Otherwise you may have no 
choice but to set it up on your real smtp server.


Chris Hall wrote:
We're tightly controlling port 25 on our site here, so using the local 
method for sending email is a no go.  I read something about 
installing mailgate on the smtp server here, but that has some 
people... nervous  My boss seems to think it should be a matter of 
switching a line or two to set a smarthost to our smtp server to make 
it work.  So my question is, without dropping additional software or 
whatnot on the smtp server... how can I use an external server for 
sending mail?  What's the preferred and correct configuration needed?






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Re: [rt-users] Tickets created with ???? In subject and header fields

[Curtis Bruneau]

I suspect it has to do with subject length in the header and encoded 
characters. Seems to be an exim issue. I've read a few pages describing 
some fixes. I'd do a search for "exim rfc2047 subject"

Curtis

Coco, Alex wrote:
> I am stumped here,
>
> I have emails coming in from users in Asia where the subject and from 
> headers contain encoded characters for their local language, when the 
> ticket is created in RT the header fields display ??? Instead of the 
> localized character set but the bodies of these emails also contain 
> encoded characters and display fine in the RT web interface. I’m not 
> sure if this is the underlying mail service(exim4 on debian) is 
> somehow munging the encoded data in the header fields or if this is 
> happening after the mailer-gateway processes the incoming request.
>
> Any help greatly appreciated, thank you.
>
> -alex
> 
>
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Re: [rt-users] Upgrade 3.6.5->3.8.7: Duplicate entry '' for key 2

[Curtis Bruneau]

This is due to the UTF8 collation recognizing accents as being the same. 
The old latin collation saw them as unique. There's no real fix other 
then going utf8_binary but that would make everything case sensitive. 
Basically latin1 in mysql is "CI_AS" and utf8 is "CI_AI". For me it was 
the email field that had a unique index preventing it, emails aren't 
suppose to have accents  so you could convert them to the bare character.

Curtis

Howard Jones wrote:
> I've been doing a test migration from RT 3.6.5 to 3.8.7 on a spare VM, 
> prior to doing it on our live server. I noticed there were a lot of db 
> changes, and wanted to be sure that it would all be smooth, and that I 
> knew how long it would be down. Good thing I did, because while running 
> the schema update script produced by upgrade-mysql-schema.pl, I get:
>
> ERROR 1062 (23000): Duplicate entry '' for key 2
>
> After breaking all the ALTER statements into single changes, the 
> offending one is the very last one:
>ALTER TABLE Users MODIFY Name VARCHAR(200) CHARACTER SET utf8 NOT 
> NULL DEFAULT '';
>
> I have only one user with a name of ''. I have changed that to 
> 'randomstring', and I still get this error. As I understand it, it's to 
> do with how mysql transliterates from one character set to another. So 
> how can I figure out which of my 35000 usernames will transliterate to 
> an empty string? No doubt the users in question are spammers, but I 
> still need to find them to fix them...
>
> Also, am I right to assume that it's OK to just change the Name field? 
> It's the ID that is used elsewhere, right?
>
> Thanks,
>
> Howie
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>   

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[rt-users] Login password save

[Curtis Bruneau]

Has anyone ever come across an extension or made a login password saver 
using cookies? I'm just wondering I had a few users ask about saving 
their login password.

Curtis
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Re: [rt-users] _default_ VirtualHost overlap on port 443, the first has precedence

[Curtis Bruneau]

Each SSL site pretty much needs to be on it's own IP address, the 
reasoning is the cert negotiation isn't name based header as apache 
would. The only other way would be to have them on different ports but 
then you'd have to specify the port when going to the site.

testwreq wreq wrote:
> *
> I have managed to get it all set up and RT running OK with named 
> virtual host over http. However, I am having problems with getting 
> them to work over https. When I set a virtual host name, it always 
> serves the first listed domain. See settings below. https:firstone 
> serves the correct folder, but https:rt serves firstone's documents
>
> my settings:
>
> 
>
> DocumentRoot "C:/Development/firstone"
> ServerName firstone
> ServerAdmin webmas...@localhost
> ErrorLog logs/ssl/error.log
> TransferLog logs/ssl/access.log
>
> SSLEngine on...etc
> 
>
> 
>ServerName rt.hostname.com 
>DocumentRoot /data/rt3/share/html
>AddDefaultCharset UTF-8
>PerlModule Apache::DBI
>PerlRequire /data/rt3/bin/webmux.pl
> 
> SetHandler default
> 
>ErrorLog logs/ssl_error_log
>TransferLog logs/ssl_access_log
>LogLevel warn
>
>   SSLRequireSSL
>
> SSLEngine on
> SSLProtocol all -SSLv2
> SSLCipherSuite ALL:!ADH:!EXPORT:!SSLv2:RC4+RSA:+HIGH:+MEDIUM:+LOW
> SSLCertificateFile /etc/sslcertificate/server.crt
> SSLCertificateKeyFile /etc/sslcertificate/server.key
> 
> while restarting apache I get a warning << _default_ VirtualHost 
> overlap on port 443, the first has precedence>>
>  
> Any suggestions???
>
> Thanks in advance,
> rq
> *
> 
>
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Re: [rt-users] mod_fastcgi problems

[Curtis Bruneau]

According to the fastcgi docs it's a server config directive 
(FastCgiIpcDir). I've set it in my module config file. It's saying the 
FastCgiServer can be server or virtual host in context but i'm doing it 
here for simplicity as it's the only site on my server.

cat /etc/apache2/mods-available/fastcgi.conf

AddHandler fastcgi-script .fcgi
#FastCgiWrapper /usr/lib/apache2/suexec2
FastCgiIpcDir /var/lib/apache2/fastcgi
FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 300 -processes 3


Andrew Pike wrote:
>
> Hi,
>
> I hope you can help. I am running Gentoo and installed RT v3.6.7 via 
> emerge. I have followed your instructions at 
> http://wiki.bestpractical.com/view/GentooInstallGuide and all seems to 
> go well until I:
>
> cp /var/www/myrt/rt-3.6.1/etc/rt_apache2_fcgi.conf /etc/apache2/vhosts.d/
>
> And then when I restart apache I receive the following error:
>
> * apache2 has detected a syntax error in your configuration files:
>
> Syntax error on line 3 of /etc/apache2/vhosts.d/rt_apache2_fcgi.conf:
>
> Invalid command 'FastCgiIpcDir', perhaps misspelled or defined by a 
> module not included in the server configuration
>
> If I run ‘perl sbin/rt-test-dependencies --with-fastcgi’ I get the 
> following output:
>
> perl:
>
> >=5.8.3(5.008008)...found
>
> users:
>
> rt group (rt)...found
>
> bin owner (rt)...found
>
> libs owner (rt)...found
>
> libs group (rt)...found
>
> web owner (apache)...found
>
> web group (apache)...found
>
> CLI dependencies:
>
> CORE dependencies:
>
> FASTCGI dependencies:
>
> MAILGATE dependencies:
>
> MASON dependencies:
>
> Everything was found.
>
> Many thanks for your help. Please advise if you would like to see the 
> contents of any other config file.
>
> Cheers,
>
> Andy
>
> 
>
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Re: [rt-users] Wrong due date output, related to "SetToMidnight" ?

[Curtis Bruneau]

Also wanted to note the would probably fail if ran near the end of the 
day, you may want to specify a specific $time in gmtime($time), 
localtime($time).

Curtis Bruneau wrote:
> I've had the same issue setting due dates in a scrip, I've done the 
> following to somewhat accurately go back (usual DST issues apply).  I 
> imagine there might be cleaner ways. $1 being an ISO format, I'm parsing 
> from the email. I hope that helps.
>
>   my $duedate = RT::Date->new($RT::SystemUser);
>   $duedate->Set(Format=>'ISO', Value=>"$1");
> 
>   my $localdate = 
> $duedate->AddSeconds(((gmtime)[2]-(localtime)[2])*60*60);
>   # ^^ this will add the difference from gmtime.
>   $duedate->Set(Format=>'unix', Value=>$localdate);
>   $self->TicketObj->SetDue( $duedate->ISO );
>
> David wrote:
>   
>> Hi,
>>
>> I have a scrip that triggers a template in which the due date of the
>> ticket is displayed.
>> In the template, I output the due date as such:
>>
>> This ticket is due in {$Ticket->Due}.
>>
>> Now, this works properly unless the due date is exactly midnight (00:00:00).
>> I would expect to have the right due date in the ticket.. but instead,
>> I get 04:00:00.
>>
>> After looking through the doc, I see that this could be due to
>> SetToMidnight which uses GMT rather than the local server time.
>>
>> Is there some way to fix this ? We'd like to have tickets that are due
>> on midnight as we have a 24/7 operation :)
>>
>> Thanks,
>>
>> David
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>>
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>> 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
>>
>>
>>   
>> 
>
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>
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Re: [rt-users] Wrong due date output, related to "SetToMidnight" ?

[Curtis Bruneau]

I've had the same issue setting due dates in a scrip, I've done the 
following to somewhat accurately go back (usual DST issues apply).  I 
imagine there might be cleaner ways. $1 being an ISO format, I'm parsing 
from the email. I hope that helps.

  my $duedate = RT::Date->new($RT::SystemUser);
  $duedate->Set(Format=>'ISO', Value=>"$1");

  my $localdate = 
$duedate->AddSeconds(((gmtime)[2]-(localtime)[2])*60*60);
  # ^^ this will add the difference from gmtime.
  $duedate->Set(Format=>'unix', Value=>$localdate);
  $self->TicketObj->SetDue( $duedate->ISO );

David wrote:
> Hi,
>
> I have a scrip that triggers a template in which the due date of the
> ticket is displayed.
> In the template, I output the due date as such:
>
> This ticket is due in {$Ticket->Due}.
>
> Now, this works properly unless the due date is exactly midnight (00:00:00).
> I would expect to have the right due date in the ticket.. but instead,
> I get 04:00:00.
>
> After looking through the doc, I see that this could be due to
> SetToMidnight which uses GMT rather than the local server time.
>
> Is there some way to fix this ? We'd like to have tickets that are due
> on midnight as we have a 24/7 operation :)
>
> Thanks,
>
> David
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Re: [rt-users] Segmentation Fault - RT3.8.4 - Apache2

[Curtis Bruneau]

This has been known to occur with some versions of DBD:mysql.  I believe 
the latest versions fix this; I'm currently using 3.0008.

raym...@pilotsupplies.com wrote:
> Hi,
>
> ubuntu 9.04 dual Xeon process, 2GB memory.
> New install RT 3.8.4 with imported RT 3.2.2 database and followed the 
> README.txt and Upgrading.mysql docs.
>
> For what ever reasons, when RT has been idled for a period of some hours, 
> more like 10 hours, when people are not accessing via website, than when I
> logs in and hit http://helpdesk.mydomain.com I get 
> a blank white page and sometimes the default generic RT page. However, 
> when I refresh it a couple time, the regular webpage loads correctly and 
> checking at /etc/apache2/error.log indicates
> the following:
>
> [Thu Aug 06 07:21:43 2009] [notice] child pid 2784 exit signal 
> Segmentation fault (11)
> [Thu Aug 06 07:21:43 2009] [notice] child pid 2785 exit signal 
> Segmentation fault (11)
> [Thu Aug 06 07:21:43 2009] [notice] child pid 2981 exit signal 
> Segmentation fault (11)
> [Thu Aug 06 07:21:43 2009] [notice] child pid 3147 exit signal 
> Segmentation fault (11)
> [Thu Aug 06 07:21:43 2009] [notice] child pid 3149 exit signal 
> Segmentation fault (11)
> [Thu Aug 06 07:22:20 2009] [notice] child pid 2783 exit signal 
> Segmentation fault (11)
> [Thu Aug 06 07:22:21 2009] [notice] child pid 2786 exit signal 
> Segmentation fault (11)
> [Thu Aug 06 07:22:24 2009] [notice] child pid 3341 exit signal 
> Segmentation fault (11)
> [Thu Aug 06 07:22:24 2009] [notice] child pid 3342 exit signal 
> Segmentation fault (11)
>
>
> It appears to me that RT needs a constant connection or something to keep 
> it alive. When someone is logged into the website and have the site 
> refresh every 2 minutes segmentation fault does not occurs.
>
> I have research and played with different settings on httpd.conf, removed 
> ufw (ubuntu firewall), removed PHP5, removed apparmor (ubuntu selinux) 
> and no resolution. RT 3.8.4 is the only website this box is hosting and it 
> has a single static IP and DNS setup correctly. 
> http://helpdesk.mydomain.com
>
> Does anyone know what could be causing this? or seen this occurance ? 
> ideas?  Any suggestions would be appreciated!
>
> my latest httpd.conf :
>
>
> Timeout 300
> KeepAlive On
> MaxKeepAliveRequests 100
> KeepAliveTimeout 15
> MinSpareServers 5
> MaxSpareServers 10
> StartServers 5
> MaxClients 150
> MaxRequestsPerChild 1500
>
> 
> DocumentRoot /opt/rt3/share/html
> ServerName helpdesk.mydomain.com
> #ServerAlias requestss.*
> AddDefaultCharset UTF-8
> ServerAdmin ithelpd...@mydoamin.com
>
> #optional apache logs for RT
> ErrorLog /opt/rt3/var/log/apache2.error
> TransferLog /opt/rt3/var/log/apache2.access
> #Alias /rt/ /opt/rt3/share/html/
>
>
> 
> Order allow,deny
> Allow from all
> 
>
> #PerlModule Apache::DBI
> PerlRequire /opt/rt3/bin/webmux.pl
> PerlSetVar MasonStaticSource true
> PerlSetVar MasonBufferPreallocateSize 1073741824
> #PerlSetVar MasonBufferPreallocateSize 4096000
> PerlSetVar MasonDataCacheDefaults "cache_class=> MemoryCache, cache_depth 
> => 4"
> PerlSetVar MasonPreloads '/Elements/*'
> PerlSetVar MasonCompRoot /opt/rt3
>
>
> 
> SetHandler default
> 
>
> 
> #AddDefaultCharset UTF-8
> SetHandler perl-script
> PerlHandler RT::Mason
> #PerlResponseHandler RT::Mason
> 
>
> 
>
>   

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Re: [rt-users] Set due date from extracted field?

[Curtis Bruneau]

Thanks for the reply, this could be very handy for other things as well. 
I was able to make a User Defined action to accomplish the same thing, 
it's a variant of SetTicketPropertiesViaMail using the SetDue method. It 
appears to be setting it in UTC though i'll have to offset this to 
reflect local time, the web interface seems to do this already.

Curtis

Kevin Falcone wrote:
> On Thu, Aug 06, 2009 at 12:00:01PM -0400, Curtis Bruneau wrote:
>   
>> Does anyone know if you can set the due date based on a string/field in 
>> the e-mail/body.  I'm using ExtractCustomFieldValues for custom fields, 
>> the functionality would be similar. I know this could be an issue for 
>> the queue option (due in x days), ideally it could override that if 
>> specified. I imagine I'll need a custom scrip for this. Has anyone tried 
>> to do this or has a good Scrip reference to get started?
>> 
>
> Just use this feature from ECFVs
>
>  is the name of a custom field (must be created in RT)
>   If this field is blank, the match will be run and Postcmd
>   will be executed, but no custom field will be updated.
>   Use this if you need to execute other RT code based on
>   your match.
>
> You can call SetDue on the ticket
>
> -kevin
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>
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[rt-users] Set due date from extracted field?

[Curtis Bruneau]

Does anyone know if you can set the due date based on a string/field in 
the e-mail/body.  I'm using ExtractCustomFieldValues for custom fields, 
the functionality would be similar. I know this could be an issue for 
the queue option (due in x days), ideally it could override that if 
specified. I imagine I'll need a custom scrip for this. Has anyone tried 
to do this or has a good Scrip reference to get started?
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Re: [rt-users] completely horked my rt database connection

[Curtis Bruneau]

It may have added a line to your my.cnf .. usually in /etc/mysql/my.cnf

skip-innodb

You will want to #comment that. There may be other settings but that 
will skip the innodb engine and won't initialize your database.

Kimberly McKinnis wrote:
>
> Following Jesse’s suggestion to run mysqltuner, I didn’t pay close 
> enough attention to what I was doing and ran the script as admin, 
> which didn’t look at my rt database. I removed innoDB, as per it’s 
> recommendation, and now my entire install is horked. I suspect that it 
> re-created my mysql users, which is what’s causing the problem, but I 
> can’t find where RT configures this so I can reset it. Help!
>
> ~~
>
> Kimberly McKinnis
>
> System Operations Engineer
>
> Service Provider Division, TiVo Inc
>
> 408-519-9607
>
> 
>
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>
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Re: [rt-users] Hanging Login Page (ModPerl2, HTTPD, Oracle, RHEL5)

[Curtis Bruneau]

Just realised you are using Oracle, but the bug seems almost identical.

Curtis Bruneau wrote:
> Seems a lot like the DBD::MySQL bug that many people have had with 
> older versions, basically the children are segfaulting on some timeout 
> bug. During a refresh the parent process is reaping the child and 
> restarting it with a functional process, which is why it appears to 
> take several refreshes to get a page view. I think the last several 
> versions have fixed this.
>
> Charles Kugelman wrote:
>>
>> Update on this:
>>
>> I’ve noticed that while this is happening, I can hit F5 (refresh) a 
>> few times and the page will then successfully load.
>>
>> Any ideas?
>>
>> ** **
>>
>> **-CK*** *
>>
>> 
>>
>> *From:* rt-users-boun...@lists.bestpractical.com 
>> [mailto:rt-users-boun...@lists.bestpractical.com] *On Behalf Of 
>> *Charles Kugelman
>> *Sent:* Monday, April 06, 2009 8:33 AM
>> *To:* rt-users@lists.bestpractical.com
>> *Subject:* Re: [rt-users] Hanging Login Page (ModPerl2, HTTPD, 
>> Oracle, RHEL5)
>>
>> Update on this:
>>
>> I’ve updated httpd, httpd-devel, mod_perl, mod_ssl to the latest 
>> version. Problem still exists.
>>
>> One additional thing to note is that this is running as a virtual 
>> machine (on ESX) with 1GB of memory allocated.
>>
>> **-CK
>>
>> 
>>
>> *From:* rt-users-boun...@lists.bestpractical.com 
>> [mailto:rt-users-boun...@lists.bestpractical.com] *On Behalf Of 
>> *Charles Kugelman
>> *Sent:* Friday, April 03, 2009 11:36 AM
>> *To:* rt-users@lists.bestpractical.com
>> *Subject:* [rt-users] Hanging Login Page (ModPerl2, HTTPD, Oracle, 
>> RHEL5)
>>
>> Greetings RT Gurus!
>>
>> --Problem--
>>
>> Every morning when I sit down at my desk and point my browser to RT, 
>> it hangs when the login page should be displayed. Usually I’ve just 
>> performed a “service httpd restart” to resolve the problem. This 
>> morning, I just let it sit and load for in excess of 20 minutes, and 
>> the page finally appeared, after which RT seemed to be performing 
>> fine – even if I restart my browser and head back to the logon page. 
>> This did happen in the middle of the day yesterday as well, to which 
>> I restarted httpd, as normal. This, obviously, won’t work for 
>> production (which we plan on this system being shortly). I’m sending 
>> this message in the hope that someone can assist me with this problem.
>>
>> --Relevant Info--
>>
>> - RT Version: 3.8.2
>>
>> - HTTPD Package (RPM): httpd-2.2.3-6.el5
>>
>> - Mod_Perl Package (RPM): mod_perl-2.0.2-6.1
>>
>> - Perl Package (RPM): perl-5.8.8-18.el5
>>
>> - OS: RedHat Enterprise Linux 5
>>
>> - Oracle Client: 10.2, Instant Client
>>
>> - Oracle Server (remote server): 11g
>>
>> - Mail Package (RPM): postfix-2.3.3-2
>>
>> - I’ve done some digging in the archives and found the post by Dirk 
>> Pape (subject: Performance-Bug in SelfService when updated from 3.6.1 
>> to 3.6.3, date: Jan 22, 2007, 11:39 PM) and the issue seems to be 
>> very close to what I’m seeing. But the resolution that Dirk used 
>> doesn’t seem to apply to the current version of RT, as �...@roles => 
>> ('Watcher')” is already set in the 
>> html/SelfService/Elements/MyRequests file by default. And my seems to 
>> be with the logon page.
>>
>> - I have added the following lines to httpd.conf in order to force 
>> http:// requests to use https:// (don’t know if this may have some 
>> sort of impact).
>>
>> RewriteEngine On
>>
>> RewriteCond %{HTTPS} off
>>
>> RewriteRule (.*) https://%{HTTP_HOST}%{REQUEST_URI}
>>
>> - Could the way Postfix is configured be causing this problem? The 
>> problem seemed to come into play when I started working on the mail 
>> components.
>>
>> --Non-Standard Features Being Used--
>>
>> - SSL (on the front end)
>>
>> - RT External Auth Plugin (authenticating successfully against AD)
>>
>> --What Seem to be Relevant Error Log Outputs--
>>
>> - /var/log/httpd/access_log: The error below seems to be appearing 
>> quite frequenetly. I’m not sure if it’s related or not, but doesn’t 
>> l

Re: [rt-users] Hanging Login Page (ModPerl2, HTTPD, Oracle, RHEL5)

[Curtis Bruneau]

Seems a lot like the DBD::MySQL bug that many people have had with older 
versions, basically the children are segfaulting on some timeout bug. 
During a refresh the parent process is reaping the child and restarting 
it with a functional process, which is why it appears to take several 
refreshes to get a page view. I think the last several versions have 
fixed this.

Charles Kugelman wrote:
>
> Update on this:
>
> I’ve noticed that while this is happening, I can hit F5 (refresh) a 
> few times and the page will then successfully load.
>
> Any ideas?
>
> ** **
>
> **-CK*** *
>
> 
>
> *From:* rt-users-boun...@lists.bestpractical.com 
> [mailto:rt-users-boun...@lists.bestpractical.com] *On Behalf Of 
> *Charles Kugelman
> *Sent:* Monday, April 06, 2009 8:33 AM
> *To:* rt-users@lists.bestpractical.com
> *Subject:* Re: [rt-users] Hanging Login Page (ModPerl2, HTTPD, Oracle, 
> RHEL5)
>
> Update on this:
>
> I’ve updated httpd, httpd-devel, mod_perl, mod_ssl to the latest 
> version. Problem still exists.
>
> One additional thing to note is that this is running as a virtual 
> machine (on ESX) with 1GB of memory allocated.
>
> **-CK
>
> 
>
> *From:* rt-users-boun...@lists.bestpractical.com 
> [mailto:rt-users-boun...@lists.bestpractical.com] *On Behalf Of 
> *Charles Kugelman
> *Sent:* Friday, April 03, 2009 11:36 AM
> *To:* rt-users@lists.bestpractical.com
> *Subject:* [rt-users] Hanging Login Page (ModPerl2, HTTPD, Oracle, RHEL5)
>
> Greetings RT Gurus!
>
> --Problem--
>
> Every morning when I sit down at my desk and point my browser to RT, 
> it hangs when the login page should be displayed. Usually I’ve just 
> performed a “service httpd restart” to resolve the problem. This 
> morning, I just let it sit and load for in excess of 20 minutes, and 
> the page finally appeared, after which RT seemed to be performing fine 
> – even if I restart my browser and head back to the logon page. This 
> did happen in the middle of the day yesterday as well, to which I 
> restarted httpd, as normal. This, obviously, won’t work for production 
> (which we plan on this system being shortly). I’m sending this message 
> in the hope that someone can assist me with this problem.
>
> --Relevant Info--
>
> - RT Version: 3.8.2
>
> - HTTPD Package (RPM): httpd-2.2.3-6.el5
>
> - Mod_Perl Package (RPM): mod_perl-2.0.2-6.1
>
> - Perl Package (RPM): perl-5.8.8-18.el5
>
> - OS: RedHat Enterprise Linux 5
>
> - Oracle Client: 10.2, Instant Client
>
> - Oracle Server (remote server): 11g
>
> - Mail Package (RPM): postfix-2.3.3-2
>
> - I’ve done some digging in the archives and found the post by Dirk 
> Pape (subject: Performance-Bug in SelfService when updated from 3.6.1 
> to 3.6.3, date: Jan 22, 2007, 11:39 PM) and the issue seems to be very 
> close to what I’m seeing. But the resolution that Dirk used doesn’t 
> seem to apply to the current version of RT, as �...@roles => ('Watcher')” 
> is already set in the html/SelfService/Elements/MyRequests file by 
> default. And my seems to be with the logon page.
>
> - I have added the following lines to httpd.conf in order to force 
> http:// requests to use https:// (don’t know if this may have some 
> sort of impact).
>
> RewriteEngine On
>
> RewriteCond %{HTTPS} off
>
> RewriteRule (.*) https://%{HTTP_HOST}%{REQUEST_URI}
>
> - Could the way Postfix is configured be causing this problem? The 
> problem seemed to come into play when I started working on the mail 
> components.
>
> --Non-Standard Features Being Used--
>
> - SSL (on the front end)
>
> - RT External Auth Plugin (authenticating successfully against AD)
>
> --What Seem to be Relevant Error Log Outputs--
>
> - /var/log/httpd/access_log: The error below seems to be appearing 
> quite frequenetly. I’m not sure if it’s related or not, but doesn’t 
> look good.
>
> (RTHOST) - - [03/Apr/2009:09:51:57 -0400] "POST 
> /REST/1.0/NoAuth/mail-gateway HTTP/1.1" 302 333 "-" "libwww-perl/5.805"
>
> - None of the other logs that I’ve checked (httpd error_log, rt log) 
> appear to have anything of relevance to this problem.
>
> Thanks in advance for any assistance you may be able to offer.
>
> -CK
>
> No virus found in this incoming message.
> Checked by AVG - www.avg.com
> Version: 8.5.283 / Virus Database: 270.11.38/2037 - Release Date: 
> 04/03/09 06:19:00
>
> No virus found in this incoming message.
> Checked by AVG - www.avg.com
> Version: 8.5.285 / Virus Database: 270.11.42/2042 - Release Date: 
> 04/06/09 06:22:00
>
> 
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Re: [rt-users] ERROR 1062 during 3.4.5 -> 3.8.2 database update

[Curtis Bruneau]

I had the same problem and it was caused by accents, since mysql has no 
accent sensitive collations (_as) aside from utf8_bin which is 
everything sensitive, I basically just removed the user (or rename) to 
fix the issue. Since emails generally shouldn't have them it's pretty 
safe to do, the old latin collations did support them to some degree.

Jim Faulkner wrote:
> Just wanted to follow up on this.  I was able to work around the 
> "Duplicate entry" mysql error by modifying the "ALTER TABLE" command that 
> caused the problem to be "ALTER IGNORE TABLE."  The IGNORE mysql extension 
> is described on this page:
> http://dev.mysql.com/doc/refman/5.1/en/alter-table.html
>
> Basically it will delete any duplicate rows encountered.  This is fine for 
> my purposes, because I am confident that any duplicate rows in the Users 
> table were caused by spam e-mails.  I will be running rt-shredder and 
> rt-validator as well to delete any spam tickets associated with those 
> users and make sure that the RT database is OK.
>
> On Wed, 18 Feb 2009, Jim Faulkner wrote:
>
>   
>> I'm getting the "ERROR 1062 (23000) at line 210: Duplicate entry '' for key 
>> 2"
>> error when updating the database from 3.4.5 to 3.8.2.  I see from this 
>> message:
>> http://www.mail-archive.com/rt-users@lists.bestpractical.com/msg17534.html
>>
>> that I have a few different choices as to how to solve this.  However, I'm 
>> not
>> a mysql expert, so I'm afraid I'll need a little more help.
>>
>> I've tried changing the Users table's collation to utf8_unicode_ci, however I
>> still get the same error when updating the database.  What collation should I
>> use to prevent this error?  The original collation is latin1_swedish_ci.
>>
>> I've also tried to find the affected rows so that I can rename the users.
>> However, I'm not getting anywhere.  The error says that the duplicate
>> entry is '', however "select * from Users where Name='';" returns zero
>> rows.  I've also tried dumping the Name column into a text file and using
>> the uniq unix command, but it finds no duplicates.  What is the best way
>> to find duplicate entries?
>>
>>
>> 
>
>   

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Re: [rt-users] Hardware Config

[Curtis Bruneau]

I'm currently running a roughly 8GB database on 2gb of ram (quad core xeon 
2.4), webserver and db on the same machine. The indexes sit just over a 1GB 
and I have 768MB on the pool, iowait is very low and the index hit rate is 
high. The shredder indexes account for a large portion of it so it caches 
them back in at that time which is late at night. I still think you could 
get more out of it with some tuning. The indexes would probably help if you 
are doing a lot of queries against those fields though.

- Original Message - 
From: "Mathew" 
To: "Jesse Vincent" 
Cc: "RT Users" 
Sent: Friday, January 16, 2009 7:35 PM
Subject: Re: [rt-users] Hardware Config


>I was finally able to log into the system I'm consulting on.  Using all of 
>this discussion as a jumping off point to figure out other steps to take 
>I've found a couple things which are clear problems.  There are only 4GB 
>RAM as opposed to the 8GB which I thought it had.  This would be moot 
>anyway as the system is 32-bit and the PAE kernel isn't in use.
>
> I found a query which gave me the database size.  Turns out to be much 
> larger than I thought: 5.7GB vs the couple of GB I assumed.  Add this to 
> the 4GB RAM and the my.cnf can't be tuned properly anyway.  Kinda hard to 
> fit 5.7GB of database into 4GB of RAM.  Essentially swaps are being done 
> and in the present config there isn't anything that can really be done 
> about it.
>
> I've recommended that, instead of building out a separate DB server, they 
> upgrade to RHEL 5.2 64-bit and upping the RAM.  Once that is done the 
> MySQL config can be adjusted to make use of the greater capacity 
> eliminating at least that aspect of the problem.
>
> I made other points as well.  I recommended upgrading MySQL from 5.0.27 
> which I recall having minor issues which have caused problems in the past. 
> I also suggested having someone create indexes for the custom fields.
>
> Thanks for all the input folks.  It's appreciated.
>
> -Mathew
>
> Jesse Vincent wrote:
>>> I don't have direct access to the my.cnf file as I'm only a consultant 
>>> these days but once I'm able to get that I'll give some more info.
>>>
>>> As also mentioned, I still need to take a look at the tuning scrip 
>>> Ruslan pointed me to.
>>
>> Start with that script. It just queries the database. It doesn't make any
>> changes.  But really, if you haven't done that yet, further discussion
>> probably doesn't make much sense.
>
> -- 
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Re: [rt-users] Hardware Config

[Curtis Bruneau]

Jesse Vincent wrote:
>   
>> I agree completely with the above, but more important to me than just RAM
>> and processing power is the speed of disk access.  He mentioned using RAID
>> 5 in a follow-up post.  That's fine, but are these IDE or 15k SCSI drives?
>> Faster drives should always speed up database performance.
>> 
>
> At 8 gigs of RAM on a well-tuned system, most of what RT is pulling out 
> of the database should always be cached in memory.  If MySQL is going to
> disk on every query, the game's over and you're better off sobbing
> quietly into a stiff drink than getting faster disks.
>
> -j
>   
Yeah agreed, It should rarely go to disc. The iowait on my server is 
very low. If it is there's either missing indexes or not enough memory 
pool for innodb to keep it cached, you can see that with the hit rate.

He can adjust that with the 'innodb_buffer_pool_size' , I've also set  
'innodb_flush_log_at_trx_commit' to 0 which isn't as safe but it makes 
writes really fast.  There are other settings also.

The one area that is prone to issues is the Search due to all the fields 
it can search and a lot of them aren't indexed so it's doing a lot of 
row scans.

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Re: [rt-users] how to disable fckeditor globally?

[Curtis Bruneau]

in your etc/RT_SiteConfig.pm

Set($MessageBoxRichText, 0);

slamp slamp wrote:
> is there a way to do this? i have not been able to find it.
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[rt-users] sendmail memory allocation.

[Curtis Bruneau]

Has anyone ever come across the following error? It seemed to have 
happened randomly, I had to shutdown apache since it was stuck in this 
state for sending mails. I'm using apache2 and fastcgi, I'm guessing 
something broke once and due to the constant running it affected 
everything else. I doubt there's anything that can be done just curious 
if others have seen.

[crit]: : Could not send mail with command 
`/usr/sbin/sendmail -oi -t`: couldn't e
xecute program: Cannot allocate memory at 
/var/opt/rt3/bin/../lib/RT/Interface/Email.pm line 405.
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Re: [rt-users] User_Overlay.pm line 1530 - Warning Message

[Curtis Bruneau]

That's your typical perl warning for using undef values, in a condition 
check or whatever. There's ways to get around them while coding by 
checking defined first but you can basically ignore them.

Duane Hill wrote:
> I have a new RT v3.8.1 I'm setting up on FreeBSD 7.0. I'm seeing a number 
> of log lines in the Apache log as:
>
> [Wed Dec 10 20:07:58 2008] [warning]: Use of uninitialized value in 
> numeric eq (==) at /usr/local/rt3/bin/../lib/RT/User_Overlay.pm line 1530, 
>  line 1662. (/usr/local/rt3/bin/../lib/RT/User_Overlay.pm:1530)
>
> The list archive didn't turn much up just doing a search on 
> 'User_Overlay'. Nor did a Google search show anything relevant.
>
> Do I need to be concerned with the warning? So far I haven't noticed any 
> issues. Then again, I haven't done hardly anything with the install yet.
>
> -d
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Re: [rt-users] Custom Fields Issue in RT 3.6.6

[Curtis Bruneau]

I'm not sure if it's like 3.8.x but there's a checkbox to include 
disabled custom fields.

Curtis

Jonathan Jeppson wrote:
> All,
>
> I created a new custom field and unchecked the enable box to disable it and 
> now I can not see the custom field in the UI.
>
> Also, I don't know if it is related to the above, but in the Ticket Search, I 
> can no longer add custom fields to the display criteria.
>
> Any ideas?
>
> Thanks!
> Jon
>
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Re: [rt-users] search case sensitiv

[Curtis Bruneau]

I'm guessing you are using utf8_bin collation, the others are case 
insensitive. Unfortunately non binary utf8 ones aren't accent sensitive 
so it lacks a bit compared to latin1 which offers both. If accents 
aren't a major concern you should be using like utf8_unicode_ci or 
utf8_general_ci or swedish .. they all have slightly different rules for 
sorting.

Bjoern Schulz wrote:
> Hi RT Users.
>
> after upgrading to 3.8.1 the search for ticket content is case sensitiv.
>
> To solve this problem (for us) any hint would be appreciated.
>
> Best regards
>
>Björn
>
> System.
> SL5 (RHEL5)
> mysql 5.0.45
> perl 5.8.8
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Re: [rt-users] Login screen after each click

[Curtis Bruneau]

I would suggest checking the mailing list archives, I believe it's 
related to Apache::Session (assuming you aren't using an external auth) 
.. it works for me so I'm not sure the issue, also make sure you have 
cookies enabled.

Kobus Bensch - No Sig wrote:
> Hi
>
> Hopefully one last issue from me.
>
> I have now sorted the EX-TEMPFAIL issue, but I have been and still am
> experiencing issues where with each click I am asked to login again.
> Thanks to EX_TEMPFAIL, this has not been important, but now I need to
> fix that. Any suggestions anyone please.
>
> Thanks
>
> Kobus
>
>   
> 
>
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Re: [rt-users] EX_TEMPFAIL Error

[Curtis Bruneau]

The url in the command needs to be valid and accessible from the local 
interface, dns and all. If your hostname is pointing to 127.0.0.1 from 
the local machine you'll have to add that IP to the apache configuration 
or remove the hostname pointing to localhost in /etc/hosts .. Personally 
I have all my interfaces bound except localhost, so you'll have to make 
sure there's no local host definition overriding the real dns.


Kobus Bensch wrote:
> Hi
> I am currently getting this error on all messages.
>
> There is no errors in messages or rt.log. Just maillog.
>
> When I try
>
> echo hello |/opt/rt3/bin/rt-mailgate --queue 'IT Helpdesk' --action 
> correspond --url http://rt.con.com
>
> I get
> An Error Occurred
> =
>
> 404 Not Found
>
> Which file was not found. No errors anywhere when I try this. Not even 
> maillog.
>
> Lars Kellogg-Stedman wrote:
>>> I am now so sick of seeing this message and not able to sort it. Can
>>> anyone PLEASE tell me how to sort this out once and for all?
>>> 
>>
>> Your RT log should have error message that correspond to this.  Look
>> in /var/log/messages (assuming a reasonably common syslog
>> configuration), and make sure you're logging debug priority messages.
>> In RT_*Config.pm:
>>
>>   Set($LogToSyslog, 'debug');
>>
>> (But note recent messages to this list regarding the performance
>> impact of logging at this priority level).
>>
>> You should be able to trigger this problem on demand in order to
>> diagnose it.  Get a copy of the message that triggered the error, and
>> then pipe it to:
>>
>>   /opt/rt3/bin/rt-mailgate --queue 'IT Helpdesk' --action correspond
>> --url http://rt.con.com/
>>
>> You should see useful error messages either on your screen or in the log.
>>
>>   
>
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>
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>
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Re: [rt-users] AssetTracker crashes loading asset

[Curtis Bruneau]

That's around near the limit of what I can pull in. While you are 
probably right with it being isolated, 20 seconds does seem a little 
suspect. I'm curious how much memory is being used during that call. We 
have a lot of attachments which makes each record rather large at times. 
If you do end up finding a solution to your problem I'm curious to hear it.

John wrote:
> hrm...i just pulled in a list of 47,000 RT tickets and was able to 
> load a single ticket after a time of about 20 seconds...seemed normal.
> have you tried Set($LogToSyslog , 'alert'); as a solution?
>
> this seems isolated to assettracker...i think...
>
> On Fri, 7 Nov 2008, Curtis Bruneau wrote:
>
>> Date: Fri, 07 Nov 2008 13:12:53 -0500
>> From: Curtis Bruneau <[EMAIL PROTECTED]>
>> To: John <[EMAIL PROTECTED]>, rt-users@lists.bestpractical.com
>> Subject: Re: [rt-users] AssetTracker crashes loading asset
>>
>>   While my issue is not related to asset tracker, the behavior sounds 
>> identical. It seems to be related to how RT handles search and 
>> display, the only thing I can think of is the menu on the left, It 
>> has to determine the first and last record and also next and prev, I 
>> think it's doing a full scan to figure it out.. pretty intensive 
>> operation, It would be better if it didn't have to deal with table.* 
>> and say only table.ticketid.
>>
>> <> < Prev
>> #12345
>> Next >
>> Last >>
>>
>> Sorry for the confusion, could just be a coincidence.
>>
>> Curtis
>>
>> John wrote:
>>>
>>> not certain it makes much sense...ive never had this problem in rt 
>>> 3.4.5 with at 1.2.3..
>>>
>>>
>>> On Fri, 7 Nov 2008, Curtis Bruneau wrote:
>>>
>>>
>>>
>>>> Date: Fri, 07 Nov 2008 12:52:04 -0500
>>>> From: Curtis Bruneau <[EMAIL PROTECTED]>
>>>> To: John <[EMAIL PROTECTED]>, rt-users@lists.bestpractical.com
>>>> Subject: Re: [rt-users] AssetTracker crashes loading asset
>>>>
>>>> The queries would execute fine, the problem at least in my case is 
>>>> it tries to load the whole result set into memory causing 
>>>> oom-killer to go on rampage. Apache will peak out, to sort of help 
>>>> this situation I added a mem limit to the fastcgi handler which 
>>>> will basically die before things get really ugly. I'm able to see 
>>>> this query in the log, it has no limit clause so it really is 
>>>> getting everything. While doing a form of debug/trace on the 
>>>> apache/handler I'm also able to see it trying to load the full row 
>>>> times search results (table.*) into memory. This is all on a ticket 
>>>> display from a large search result. So unless you are loading it in 
>>>> memory as opposed to say a shell client output you won't run into 
>>>> memory problems.
>>>>
>>>> Best of luck with your situation, I have not been able to get any 
>>>> confirmation until now with you. I've produced somewhat detailed 
>>>> bug report but it appears to be somewhat isolated.. people with low 
>>>> tickets will never run into this problem.
>>>>
>>>> Curtis
>>>>
>>>> John wrote:
>>>>> curtis:
>>>>> ive played around re-executing the mysql queries related to the RT 
>>>>> crash, and to no avail.  they execute just fine.
>>>>>
>>>>> could this perhaps be a syslog issue like in RT?  is there a 
>>>>> seperate control for syslogging in AT?
>>>>>
>>>>>
>>>>> On Fri, 7 Nov 2008, Curtis Bruneau wrote:
>>>>>
>>>>>> Date: Fri, 07 Nov 2008 10:43:48 -0500
>>>>>> From: Curtis Bruneau <[EMAIL PROTECTED]>
>>>>>> To: John <[EMAIL PROTECTED]>, 
>>>>>> rt-users@lists.bestpractical.com
>>>>>> Subject: Re: [rt-users] AssetTracker crashes loading asset
>>>>>>
>>>>>> Sounds exactly like the issue I have, I think something is trying 
>>>>>> to get all those records, I tried to trace it but with no luck, I 
>>>>>> think it may be related to the back/next links on the ticket 
>>>>>> display page. It's checking each record for something, This is ok 
>>>>>> with small results but crashes with large sets. I really wish I 
>>>>>> could figure this one out

Re: [rt-users] AssetTracker crashes loading asset

[Curtis Bruneau]

While my issue is not related to asset tracker, the behavior sounds 
identical. It seems to be related to how RT handles search and display, 
the only thing I can think of is the menu on the left, It has to 
determine the first and last record and also next and prev, I think it's 
doing a full scan to figure it out.. pretty intensive operation, It 
would be better if it didn't have to deal with table.* and say only 
table.ticketid.

<
Last >>

Sorry for the confusion, could just be a coincidence.

Curtis

John wrote:
>
> not certain it makes much sense...ive never had this problem in rt 
> 3.4.5 with at 1.2.3..
>
>
> On Fri, 7 Nov 2008, Curtis Bruneau wrote:
>
>
>
>> Date: Fri, 07 Nov 2008 12:52:04 -0500
>> From: Curtis Bruneau <[EMAIL PROTECTED]>
>> To: John <[EMAIL PROTECTED]>, rt-users@lists.bestpractical.com
>> Subject: Re: [rt-users] AssetTracker crashes loading asset
>>
>> The queries would execute fine, the problem at least in my case is it 
>> tries to load the whole result set into memory causing oom-killer to 
>> go on rampage. Apache will peak out, to sort of help this situation I 
>> added a mem limit to the fastcgi handler which will basically die 
>> before things get really ugly. I'm able to see this query in the log, 
>> it has no limit clause so it really is getting everything. While 
>> doing a form of debug/trace on the apache/handler I'm also able to 
>> see it trying to load the full row times search results (table.*) 
>> into memory. This is all on a ticket display from a large search 
>> result. So unless you are loading it in memory as opposed to say a 
>> shell client output you won't run into memory problems.
>>
>> Best of luck with your situation, I have not been able to get any 
>> confirmation until now with you. I've produced somewhat detailed bug 
>> report but it appears to be somewhat isolated.. people with low 
>> tickets will never run into this problem.
>>
>> Curtis
>>
>> John wrote:
>>> curtis:
>>> ive played around re-executing the mysql queries related to the RT 
>>> crash, and to no avail.  they execute just fine.
>>>
>>> could this perhaps be a syslog issue like in RT?  is there a 
>>> seperate control for syslogging in AT?
>>>
>>>
>>> On Fri, 7 Nov 2008, Curtis Bruneau wrote:
>>>
>>>> Date: Fri, 07 Nov 2008 10:43:48 -0500
>>>> From: Curtis Bruneau <[EMAIL PROTECTED]>
>>>> To: John <[EMAIL PROTECTED]>, rt-users@lists.bestpractical.com
>>>> Subject: Re: [rt-users] AssetTracker crashes loading asset
>>>>
>>>> Sounds exactly like the issue I have, I think something is trying 
>>>> to get all those records, I tried to trace it but with no luck, I 
>>>> think it may be related to the back/next links on the ticket 
>>>> display page. It's checking each record for something, This is ok 
>>>> with small results but crashes with large sets. I really wish I 
>>>> could figure this one out, I get the occasional 500 and users are 
>>>> made aware to keep search results smaller. In my testing this 
>>>> affected 3.4.x 3.6.x and 3.8.x
>>>>
>>>> John wrote:
>>>>> well, just as i thought the RT slowness issue had been resolved, 
>>>>> assettracker
>>>>> is now dying when loading a ticket out of a large list.
>>>>>
>>>>> example:  clicking "all assets" enumerates a 9000 row list fine,
>>>>> but clicking on any element in the list will crunch for a while
>>>>> then die with a 500 error.
>>>>>
>>>>> smaller lists with say 1000-3000 rows are sluggish when loading
>>>>> an asset from the list, but succeed.
>>>>>
>>>>> [EMAIL PROTECTED]
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Re: [rt-users] AssetTracker crashes loading asset

[Curtis Bruneau]

The queries would execute fine, the problem at least in my case is it 
tries to load the whole result set into memory causing oom-killer to go 
on rampage. Apache will peak out, to sort of help this situation I added 
a mem limit to the fastcgi handler which will basically die before 
things get really ugly. I'm able to see this query in the log, it has no 
limit clause so it really is getting everything. While doing a form of 
debug/trace on the apache/handler I'm also able to see it trying to load 
the full row times search results (table.*) into memory. This is all on 
a ticket display from a large search result. So unless you are loading 
it in memory as opposed to say a shell client output you won't run into 
memory problems.

Best of luck with your situation, I have not been able to get any 
confirmation until now with you. I've produced somewhat detailed bug 
report but it appears to be somewhat isolated.. people with low tickets 
will never run into this problem.

Curtis

John wrote:
> curtis:
> ive played around re-executing the mysql queries related to the RT 
> crash, and to no avail.  they execute just fine.
>
> could this perhaps be a syslog issue like in RT?  is there a seperate 
> control for syslogging in AT?
>
>
> On Fri, 7 Nov 2008, Curtis Bruneau wrote:
>
>> Date: Fri, 07 Nov 2008 10:43:48 -0500
>> From: Curtis Bruneau <[EMAIL PROTECTED]>
>> To: John <[EMAIL PROTECTED]>, rt-users@lists.bestpractical.com
>> Subject: Re: [rt-users] AssetTracker crashes loading asset
>>
>> Sounds exactly like the issue I have, I think something is trying to 
>> get all those records, I tried to trace it but with no luck, I think 
>> it may be related to the back/next links on the ticket display page. 
>> It's checking each record for something, This is ok with small 
>> results but crashes with large sets. I really wish I could figure 
>> this one out, I get the occasional 500 and users are made aware to 
>> keep search results smaller. In my testing this affected 3.4.x 3.6.x 
>> and 3.8.x
>>
>> John wrote:
>>> well, just as i thought the RT slowness issue had been resolved, 
>>> assettracker
>>> is now dying when loading a ticket out of a large list.
>>>
>>> example:  clicking "all assets" enumerates a 9000 row list fine,
>>> but clicking on any element in the list will crunch for a while
>>> then die with a 500 error.
>>>
>>> smaller lists with say 1000-3000 rows are sluggish when loading
>>> an asset from the list, but succeed.
>>>
>>> [EMAIL PROTECTED]
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>>
>>
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Re: [rt-users] AssetTracker crashes loading asset

[Curtis Bruneau]

Sounds exactly like the issue I have, I think something is trying to get 
all those records, I tried to trace it but with no luck, I think it may 
be related to the back/next links on the ticket display page. It's 
checking each record for something, This is ok with small results but 
crashes with large sets. I really wish I could figure this one out, I 
get the occasional 500 and users are made aware to keep search results 
smaller. In my testing this affected 3.4.x 3.6.x and 3.8.x

John wrote:
> well, just as i thought the RT slowness issue had been resolved, 
> assettracker
> is now dying when loading a ticket out of a large list.
>
> example:  clicking "all assets" enumerates a 9000 row list fine,
> but clicking on any element in the list will crunch for a while
> then die with a 500 error.
>
> smaller lists with say 1000-3000 rows are sluggish when loading
> an asset from the list, but succeed.
>
> [EMAIL PROTECTED]
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Re: [rt-users] spam button

[Curtis Bruneau]

Michael Grant wrote:
> Does anyone have any code I could copy/paste that creates a spam
> button which lets me delete the spam and then runs it through
> spamassassin -r to train spamassassin?  At the moment, I have to view
> the original message with the full headers and copy/pasting it into
> spamassasin in a shell but this gets very tedious.
>
> Michael Grant
Personally I've taken the off-hands approach. The single config method 
works really nice, easy to add custom procmail recipes to pre-filter 
mail etc... http://wiki.bestpractical.com/view/SpamFiltering
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Re: [rt-users] DBD::mysql::st execute failed: MySQL server has goneaway at

[Curtis Bruneau]

Yeah that's strange, I had a similar issue where my fastcgi segfaulted 
causing a permanent error state, which causes the process to keep 
cycling filling up the log/hard drive. This would only happen in low 
memory situations, yours seems to be somewhat driver/software related 
where it keeps trying and just fills up the log.

Kobus Bensch wrote:
> No nothing in the mysql log.
>
> I juast had to restart the server and i sent one ticket via email and 
> it generated a 122mb log file.
>
> There is something really wrong here and I dont know what and why.
>
> I had RT running on a server with i386 acrch and version 3.6.5.
>
> I then moved it all to a new server and x64 arch and 3.8.1 and now I 
> get all of these errors.
>
>
>
> [EMAIL PROTECTED] wrote:
>> Anything in the mysql logs ?
>> Sent via BlackBerry from T-Mobile
>>
>> -Original Message-
>> From: Kobus Bensch - No Sig <[EMAIL PROTECTED]>
>>
>> Date: Fri, 24 Oct 2008 21:01:27 
>> To: Curtis Bruneau<[EMAIL PROTECTED]>
>> Cc: 
>> Subject: Re: [rt-users] DBD::mysql::st execute failed: MySQL server has gone
>>  away at
>>
>>
>> Hi
>>
>> 2GB on rt/db server.
>>
>> I will have to look at the innodb settings, not changed these before so
>> will have to dig around.
>>
>> Ticket volume is very low. Around 20 max a day.
>>
>> I checked httpd and mysql logs and when this occur there is nothing much
>> going on in the logs.
>>
>> Thanks for the help.
>>
>> kobus
>>
>> Curtis Bruneau wrote:
>>   
>>> Sounds like the oom-killer is getting mysql. How much memory is on
>>> your db server? Is it configured in such a way that when the innodb
>>> pool is full it's not running out of memory? You shouldn't really have
>>> an issue with this unless you have a large amount of tickets. Might
>>> want to check some of your other logs and see what's occurring.
>>> Apache/mod_perl can be quite memory intensive at times depending how
>>> many children are setup, it will slowly grow.
>>>
>>> Kobus Bensch - No Sig wrote:
>>> 
>>>> Hi
>>>>
>>>> I am able to access the server, I am able to login, and in some cases
>>>> even able to brwose normally.
>>>>
>>>> The problem I then get is that when I try to create a ticket it thinks a
>>>> bit and then gives me this error.
>>>>
>>>> Due to this error the server creates massive logs, so much so that I
>>>> have to reboot the server and delete it as soon as it comes back. I
>>>> deleted a 81GB rt.log file.
>>>>
>>>> Further problems, but after tghis issue has been solved is after each
>>>> page i try to click on i have to login.
>>>>
>>>> Last error I sometimes just get blank pages.
>>>>
>>>> Thanks for the help
>>>>
>>>> Kobus
>>>>
>>>> Eli Altman wrote:
>>>>  
>>>>   
>>>>> Please explain in detail what problem you are experiencing.  Are you
>>>>> having problems installing RT and running it for the first time? 
>>>>> Can you not access RT at all through a browser?
>>>>>
>>>>>
>>>>> -Original Message-
>>>>> From: [EMAIL PROTECTED]
>>>>> [mailto:[EMAIL PROTECTED] On Behalf Of Kobus
>>>>> Bensch
>>>>> Sent: Friday, October 24, 2008 12:38 PM
>>>>> To: RT Users
>>>>> Subject: [rt-users] DBD::mysql::st execute failed: MySQL server has
>>>>> gone away at
>>>>>
>>>>> Hi
>>>>>
>>>>> Please can someone help.
>>>>>
>>>>> Fresh install of os and rt and i get this error which ends of with
>>>>> the ticket email sent but no ticket created and my RT is currently
>>>>> not working. I have downloaded all the email archives and found
>>>>> other people with the same error but no real solution.
>>>>>
>>>>> Rt 3.8.1 on Centos 5.2 with php 5 perl 5.8.8 and mysql 5.0.45.
>>>>>
>>>>> Thanks for any help
>>>>>
>>>>> Kobus
>>>>>
>>>>>
>>>>> There is a lot more to this log entry, I just could not include it
>>>>> all here.
>>>>> HTML::Mason::Request::exec('RT::Interface::Web::Request=HASH(0x2b99543613e0)'

Re: [rt-users] DBD::mysql::st execute failed: MySQL server has gone away at

[Curtis Bruneau]

Sounds like the oom-killer is getting mysql. How much memory is on your 
db server? Is it configured in such a way that when the innodb pool is 
full it's not running out of memory? You shouldn't really have an issue 
with this unless you have a large amount of tickets. Might want to check 
some of your other logs and see what's occurring. Apache/mod_perl can be 
quite memory intensive at times depending how many children are setup, 
it will slowly grow.

Kobus Bensch - No Sig wrote:
> Hi
>
> I am able to access the server, I am able to login, and in some cases
> even able to brwose normally.
>
> The problem I then get is that when I try to create a ticket it thinks a
> bit and then gives me this error.
>
> Due to this error the server creates massive logs, so much so that I
> have to reboot the server and delete it as soon as it comes back. I
> deleted a 81GB rt.log file.
>
> Further problems, but after tghis issue has been solved is after each
> page i try to click on i have to login.
>
> Last error I sometimes just get blank pages.
>
> Thanks for the help
>
> Kobus
>
> Eli Altman wrote:
>   
>> Please explain in detail what problem you are experiencing.  Are you having 
>> problems installing RT and running it for the first time?  Can you not 
>> access RT at all through a browser?
>>
>>
>> -Original Message-
>> From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Kobus Bensch
>> Sent: Friday, October 24, 2008 12:38 PM
>> To: RT Users
>> Subject: [rt-users] DBD::mysql::st execute failed: MySQL server has gone 
>> away at
>>
>> Hi
>>
>> Please can someone help.
>>
>> Fresh install of os and rt and i get this error which ends of with the 
>> ticket email sent but no ticket created and my RT is currently not working. 
>> I have downloaded all the email archives and found other people with the 
>> same error but no real solution.
>>
>> Rt 3.8.1 on Centos 5.2 with php 5 perl 5.8.8 and mysql 5.0.45.
>>
>> Thanks for any help
>>
>> Kobus
>>
>>
>> There is a lot more to this log entry, I just could not include it all here.
>> HTML::Mason::Request::exec('RT::Interface::Web::Request=HASH(0x2b99543613e0)')
>> called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm
>> line 168
>>
>> HTML::Mason::Request::ApacheHandler::exec('RT::Interface::Web::Request=HASH(0x2b99543613e0)')
>> called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm
>> line 825
>>
>> HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x2b994c2469a0)',
>> 'Apache2::RequestRec=SCALAR(0x2b995437e480)') called at 
>> /opt/rt3/bin/webmux.pl line 148
>> eval {...} called at /opt/rt3/bin/webmux.pl line 148
>> RT::Mason::handler('Apache2::RequestRec=SCALAR(0x2b995437e480)')
>> called at -e line 0
>> eval {...} called at -e line 0 (/usr/lib/perl5/5.8.8/Carp.pm:272)
>> [Thu Oct 23 22:30:23 2008] [warning]: DBD::mysql::st execute failed:
>> MySQL server has gone away at
>> /usr/lib/perl5/vendor_perl/5.8.8/Apache/Session/Store/DBI.pm line 67.
>> (/usr/lib/perl5/vendor_perl/5.8.8/Apache/Session/Store/DBI.pm:67)
>> [Thu Oct 23 22:30:23 2008] [warning]: DBD::mysql::st execute failed:
>> MySQL server has gone away at
>> /usr/lib/perl5/vendor_perl/5.8.8/Apache/Session/Lock/MySQL.pm line 71.
>> (/usr/lib/perl5/vendor_perl/5.8.8/Apache/Session/Lock/MySQL.pm:71)
>>
>>
>>   
>> 
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Re: [rt-users] Continuous 500 errors

[Curtis Bruneau]

Running out of memory perhaps? I'll occationally get these if my search 
results are too big and you try to display a ticket (I get some odd bug 
where it tries to get every result of a search into memory on a single 
ticket display). It's really hard to say what though..

SIGSEGV  11   CoreInvalid memory reference

Curtis

scollins wrote:
> I recently upgraded RT from 3.6.3 to 3.8.1 which went fairly smooth
> however after making the db changes suggested from running:
>
>  perl etc/upgrade/schema.mysql-4.0-4.1.pl db user pass > sql.queries
>
> RT works but I get completely random 500 errors in the RT web interface.
> I've set the rt log to debug mode but nothing abnormal shows there. I
> get this over and over in my apache error log though:
>
>
> [Fri Oct 10 14:30:56 2008] [error] [client *myIP*] FastCGI: incomplete
> headers (0 bytes) received from server "/opt/rt3/bin/mason_handler.fcgi"
> [Fri Oct 10 14:30:56 2008] [warn] FastCGI: server
> "/opt/rt3/bin/mason_handler.fcgi" (pid 2326) terminated due to uncaught
> signal '11' (Segmentation fault)
> [Fri Oct 10 14:30:56 2008] [warn] FastCGI: server
> "/opt/rt3/bin/mason_handler.fcgi" restarted (pid 2590)
>
>
> I've found a lot of other issues involving 500 errors but nothing
> matching my issue exactly. What could be causing 0 headers to be sent to
> mason_handler.fcgi ? And why does it only happen randomly?
>
>
> -steven
>
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Re: [rt-users] reall odd apache2 crashes with blank pages

[Curtis Bruneau]

Understood, just saying you should still be able to use SSL without 
issues with the fixed driver.

Gabriel Cadieux wrote:
> yes, i understand that, but you have to take into consideration the fact that 
> someone also mentioned disabling SSL altogether slowed their segfaults, and 
> this is exactly what happened when i tried it as well. before i disabled SSL, 
> i was getting several crashes per day, around 8 or so... constantly. this 
> continued for almost a week. after disabling it, it went steady for a couple 
> days between each segfault, for about another week, until everything finally 
> turned out fine (so far anyways) when i downgraded DBD::mysql.. i haven't 
> seen a segfault in logs since last friday.
>
> logic forces me to conclude the problem was not necessarely caused, but most 
> likely exacerbated by the SSL functionality being turned on.
>
> -gabe
>
> -Original Message-
> From: Curtis Bruneau [mailto:[EMAIL PROTECTED]
> Sent: Wednesday, October 08, 2008 9:45 AM
> To: Gabriel Cadieux; rt-users@lists.bestpractical.com
> Subject: Re: [rt-users] reall odd apache2 crashes with blank pages
>
>
> I think it's just a bug in DBD:mysql, I had the same issue and it's a 
> well documented problem. I can't see why SSL would have any effect, it's 
> just a protocol not a driver.
>
> Gabriel Cadieux wrote:
>   
>> after disabling SSL and downgrading DBD::mysql to 4.00.5 (from the buggy 
>> 4.00.7), i am happy to announce that there have been no segfaults on our RT 
>> server since last friday. i beleive each of these options must have been 
>> partially responsible for the problem... i will wait approx. another week 
>> and then consider this issue resolved due to the changes applied. i will let 
>> you all know how it turns out.
>>
>> -gabe
>>
>> -Original Message-
>> From: d tbsky [mailto:[EMAIL PROTECTED]
>> Sent: Thursday, October 02, 2008 9:20 PM
>> To: Gabriel Cadieux
>> Cc: rt-users@lists.bestpractical.com
>> Subject: Re: [rt-users] reall odd apache2 crashes with blank pages
>>
>>
>> 2008/9/30 Gabriel Cadieux <[EMAIL PROTECTED]>:
>>   
>> 
>>> it seems i was too quick to assume that my disabling apache's SSL 
>>> functionality worked to counter this issue;
>>>
>>> the server just now crapped out AGAIN with the same symptoms: i clicked a 
>>> link this morning after having a firefox window open on RT all night, and 
>>> was once again greeted with a white page and a nice segfault on my tailf 
>>> console... ;/ it also crashed several more times afterwards, every single 
>>> time i did an F5 to try and refresh.
>>>
>>> i have just downgraded to DBD::mysql 4.00.5 (from 4.00.7), and will report 
>>> once more in the next few days on the issue.
>>>
>>> good luck to all affected by this ubiquitous issue.
>>>
>>> 
>>>   
>> disable ssl  slow down the segfault. our rt system runs for 3 days. it
>> segfault almost every day before.
>> but the problem is still there. i now again wondering about mod_perl..
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>
>
>
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Re: [rt-users] reall odd apache2 crashes with blank pages

[Curtis Bruneau]

I think it's just a bug in DBD:mysql, I had the same issue and it's a 
well documented problem. I can't see why SSL would have any effect, it's 
just a protocol not a driver.

Gabriel Cadieux wrote:
> after disabling SSL and downgrading DBD::mysql to 4.00.5 (from the buggy 
> 4.00.7), i am happy to announce that there have been no segfaults on our RT 
> server since last friday. i beleive each of these options must have been 
> partially responsible for the problem... i will wait approx. another week and 
> then consider this issue resolved due to the changes applied. i will let you 
> all know how it turns out.
>
> -gabe
>
> -Original Message-
> From: d tbsky [mailto:[EMAIL PROTECTED]
> Sent: Thursday, October 02, 2008 9:20 PM
> To: Gabriel Cadieux
> Cc: rt-users@lists.bestpractical.com
> Subject: Re: [rt-users] reall odd apache2 crashes with blank pages
>
>
> 2008/9/30 Gabriel Cadieux <[EMAIL PROTECTED]>:
>   
>> it seems i was too quick to assume that my disabling apache's SSL 
>> functionality worked to counter this issue;
>>
>> the server just now crapped out AGAIN with the same symptoms: i clicked a 
>> link this morning after having a firefox window open on RT all night, and 
>> was once again greeted with a white page and a nice segfault on my tailf 
>> console... ;/ it also crashed several more times afterwards, every single 
>> time i did an F5 to try and refresh.
>>
>> i have just downgraded to DBD::mysql 4.00.5 (from 4.00.7), and will report 
>> once more in the next few days on the issue.
>>
>> good luck to all affected by this ubiquitous issue.
>>
>> 
>
> disable ssl  slow down the segfault. our rt system runs for 3 days. it
> segfault almost every day before.
> but the problem is still there. i now again wondering about mod_perl..
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Re: [rt-users] Event Cal Extension?

[Curtis Bruneau]

Ah ok, I was under the impression that it was integrated into 3.8.x but 
it appears just the iCal aspect of it. I'll have to try it out, it looks 
like it was updated for 3.8.x compatibility.

Emmanuel Lacour wrote:
> On Fri, Sep 19, 2008 at 10:26:49AM -0400, Curtis Bruneau wrote:
>   
>> I'm not sure if this is the right place to ask... I'm currently using RT 
>> 3.8.1 and I was wondering if there is an extension to do very basic 
>> calendering, ideally the display would be built into RT instead of 
>> relying on an external iCal. Some of our service techs want to make a 
>> basic event schedule and possibly have it link to the ticket. This could 
>> almost be accomplished with reminders (if it had times) but there is no 
>> calendar type view (day/week/month) etc.
>>
>> 
>
> Have a look at RTx::Calendar maybe:
>
> http://search.cpan.org/dist/RTx-Calendar/
>
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[rt-users] Event Cal Extension?

[Curtis Bruneau]

I'm not sure if this is the right place to ask... I'm currently using RT 
3.8.1 and I was wondering if there is an extension to do very basic 
calendering, ideally the display would be built into RT instead of 
relying on an external iCal. Some of our service techs want to make a 
basic event schedule and possibly have it link to the ticket. This could 
almost be accomplished with reminders (if it had times) but there is no 
calendar type view (day/week/month) etc.

Curtis
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Re: [rt-users] Performance problems with 3.8.1

[Curtis Bruneau]

For FastCGI, I changed my configuration to allow multiple processes so 
other requests aren't getting queued up when big queries are hitting the 
server. Without this setting the site was pretty slow to respond but 
once the request got in it was fast. I've also changed the default idle 
timeout to something similar to mod_perl2, the default was triggering on 
normal stuff, some un-indexed fields in search were causing really slow 
count()s..

FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 300 -processes 4

Also the recommended shared buffers would be tailored to your instance, 
in our case we have nearly 1GB in indexes alone so ours is set fairly 
high. Generally you want it high enough so it doesn't have to swap out 
indexes all the time.

Curtis

Sahlberg Mauri wrote:
>
> Hi,
>
> Just upgraded from 3.6 to 3.8.1 (via 3.8) and at the same time moved 
> the database to it’s own server. We also removed all closed tickets 
> from the database. The move and upgrade was done as our old 
> installation got too slow. Unfortunately the new installation is also 
> very slow despite the ticket removal and dedicated database server. 
> Especially search building view and ticket view take time to open.
>
> We have:
>
> - Checked that weI have newest DBIx:search builder installed
>
> - Checked that both our database server (CentOS 5.2 final) and web 
> server (CentOS 5.2 final) fulfill the minimum shared memory settings 
> suggested at the wiki
>
> - Have FastCGI installed on Apache 2.2.3, standard CentOS 5.2 final 
> binary (standard CentOS 5.2 perl 5.8.8 with make fixdeps installed 
> modules)
>
> - Our Postgresql 8.1.11 (Centos 5.2 standard binary) has more 
> shared_buffers and temp_buffers than suggested at the wiki
>
> - Installed pg_top and tried to isolate the query that hogs the machine
>
> Any suggestions what we could yet do to speed things up?
>
> 
>
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Re: [rt-users] Overnight segfault since RT 3.8.1 upgrade

[Curtis Bruneau]

When I had this problem it was a bug in DBD:mysql 4.007. I'm not sure 
the exact details but it only happend on low traffic sites, my guess is 
the connection pool times out when it shouldn't causing the http server 
to fail on the first try and then working again once the proccesses 
reconnect. Seems to be related to this, the fix is to downgrade to 4.006 
or even 3.x (your distribution's version should have the bugfix backported).

http://bugs.mysql.com/bug.php?id=36810

Curtis.

James Chamberlain wrote:
> On Mon, 15 Sep 2008, Jesse Vincent wrote:
>   
>> On Sep 15, 2008, at 8:55 AM, James Chamberlain wrote:
>>
>> 
>>> It does, but the thing that gets me is that this has only happened since I 
>>> upgraded to 3.8.1.  If I switch back to 3.8.0 - granted, not something I 
>>> should do since there have been database changes - I don't have the 
>>> overnight segfault problem anymore.
>>>   
>> The database changes shouldn't be "dangerous", though that's quite 
>> interesting. By "switch back" do you mean restoring the server to an older 
>> version or just switching the RT directory?
>> 
>
> I'm doing things in a slightly different way than the installation or 
> upgrading instructions call for, I think.  Rather than upgrade /opt/rt3, I 
> do a fresh install to /opt/rt3-.  I then copy over local changes, 
> and copy and check RT_SiteConfig.pm for updates.  From there, I follow the 
> "upgrade" instructions as they relate to the database, and update my Apache 
> configs and my /opt/rt3 symlink.  Doing it in this way lets me keep the 
> previous version intact in case something goes wrong and I need to switch 
> back in a hurry.  All I need to do is change the symlink and the Apache 
> configs.
>
>   
>> Can you catch a stacktrace from the segfault's core dump? Can you make it 
>> dump core without waiting for 10 hours of silence from you users?
>> 
>
> I'll see what I can do, but I've only reliably seen this in the morning and 
> don't know the exact trigger yet.
>
> Thanks,
>
> James
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Re: [rt-users] [Rt-devel] Customized logo top left corner

[Curtis Bruneau]

copy /opt/rt3/share/html/NoAuth/css/web2/layout.css to 
/opt/rt3/local/html/NoAuth/css/web2 (assuming you are using the web2 
layout)..

modify the div#logo area and remove the display: none; you may have to 
force the display, not sure exactly I haven't tried changing it.

div#logo a {
 display: none;
position: absolute;
left: 0;
bottom: 0;
}

Hope that helps.

Curtis

J-P wrote:
> Hi,
>
> A (small) difference between the 3.6 and 3.8 interface is that there is no
> logo on the top left corner (beside $rtname). It was moved to the footer
> bottom right instead.
>
> However, we'd really like to customize the interface to see our logo top
> left. However, I'm unable to make that work! The code seems already there in
> rt3/share/html/Elements/Logo for the Best Practical logo to appear, but I
> don't see it.
>
> I'm not an HTML/CSS expert but can find my way. Help or pointer on how we
> could accomplish this would be very appreciated.
>
> Thank you very much,
>
> J-P
>
>
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Re: [rt-users] Errors on installing RT 3.8.1

[Curtis Bruneau]

Yeah something is up there, those two responses are completely 
different, os and apache version. So make sure the host is valid, you 
could probably have it in hosts.conf but it would only work from the 
server itself. Also note that the  apache/fastcgi config is different 
then mod_perl2.

calvin chiang wrote:
> Hi Curtis,
>
> thanks for the reply!
> ok.
> when i run the telnet to localhost i get this:
> Apache/2.2.4 (Ubuntu) PHP/5.2.3-1ubuntu6 mod_perl/2.0.2 Perl/v5.8.8
> Server at SupportRT.localdomain Port 80
>
> which looks pretty right to me.
>
> when i run telnet to example.com (which is the virtual host for my RT
> installation) i get this:
> Apache/2.2.3 (CentOS) Server at example.com Port 80
>
> which made me wonder whether the mod_perl thingy isnt being applied to
> the virtual server.
>
> So just to check i dropped the configuration script into
> the /sites-available/default, and once again getting that 500 error.
> when i comment out the section 
>
> 
>  SetHandler perl-script
>  PerlResponseHandler RT::Mason
>  
>
> then it loads the page that tells me that mod_perl/fastcgi hasnt been
> installed. same as before.
>
> so i guess it's got nothing to do with my virtual hosts then.
>
> btw i did try to install libapache2-mod-perl2 but said it was already
> installed.
>
> going to try with fastcgi and see how i go
>
> thanks for your help!
>
>
> On Fri, 2008-09-12 at 14:44 +0100, Curtis Bruneau wrote:
>   
>> You can check what the server is running by using telnet on port 80.
>>
>> telnet localhost 80
>> HEAD / HTTP 1.0
>>
>> It should respond with the server header and installed modules
>> (usually).
>>
>> In most apache/mod_perl installs it should be working as is. The files
>> to load it are in /etc/apache2/mods-enabled/perl.load which links to
>> /etc/apache2/mods-available/perl.load. This is for debian based linux'
>> so ubuntu etc.. The package which installs it is libapache2-mod-perl2.
>> You could of course use fastcgi or whichever RT support but make sure
>> when you install RT you specify which handler you want to use. Your
>> config looks ok at first glance though.
>>
>>
>> Chris Nelson wrote:
>> 
>>> I am right with you. It's like there is a missing step somewhere.
>>>   
>> Have
>> 
>>> you found anything?
>>>
>>> On Thu, Sep 11, 2008 at 12:04 PM, calvin chiang
>>> <[EMAIL PROTECTED] <mailto:[EMAIL PROTECTED]>> wrote:
>>>
>>> Hi All,
>>>
>>> ubuntu server 7.10
>>> apache 2.2.4
>>> RT 3.8.1
>>> perl v5.8.8
>>>
>>> this is my first posting, so let me know if i've done anything
>>> against protocol.
>>>
>>> Ok, so i've had an installation of RT3.6 (from source - i didnt
>>> know it was in repository) running for about 3 weeks now, no
>>> worries. And i saw that i'd missed the upgrades provided with
>>> v3.8, so i've attempted to install this on a virtual machine for
>>> deployment in a virtual environment.
>>>
>>> the install for RT3.8.1 though seems much harder/messier.
>>> everything went well, following from the readme in the .tar.gz
>>> package, until i got to the Web Installation section.
>>>
>>> Now i've been using linux now for 6months, and apache virtual
>>> hosts do my head in. i didnt find the instructions in the readme
>>> particularly clear either...
>>>
>>> so.. in my ..apache2/sites-available folder i've left the
>>> 'default' file, and added another one for the RT site called
>>> example.com.conf (historical reasons) and dumped in the config
>>> listed in the readme (see bottom of this post). then i
>>>   
>> a2ensite'd
>> 
>>> it and restarted apache
>>>
>>> result?
>>>
>>> error 500 when i browse to the site (using lynx on the local
>>> machine, I've also set a mapping from example.com
>>> <http://example.com> to 127.0.0.1 <http://127.0.0.1>
>>>   
>> in /etc/hosts)
>> 
>>> now, if i comment out the bit in the virtual hosts file that
>>>   
>> says:
>> 
>>> 
>>> SetHandler perl-script
>>> PerlResponseHandler RT::Mason
>>> 
>>>
>>>

Re: [rt-users] Errors on installing RT 3.8.1

[Curtis Bruneau]

You can check what the server is running by using telnet on port 80.

telnet localhost 80
HEAD / HTTP 1.0

It should respond with the server header and installed modules (usually).

In most apache/mod_perl installs it should be working as is. The files 
to load it are in /etc/apache2/mods-enabled/perl.load which links to 
/etc/apache2/mods-available/perl.load. This is for debian based linux' 
so ubuntu etc.. The package which installs it is libapache2-mod-perl2. 
You could of course use fastcgi or whichever RT support but make sure 
when you install RT you specify which handler you want to use. Your 
config looks ok at first glance though.


Chris Nelson wrote:
> I am right with you. It's like there is a missing step somewhere. Have 
> you found anything?
>
> On Thu, Sep 11, 2008 at 12:04 PM, calvin chiang 
> <[EMAIL PROTECTED] > wrote:
>
> Hi All,
>
> ubuntu server 7.10
> apache 2.2.4
> RT 3.8.1
> perl v5.8.8
>
> this is my first posting, so let me know if i've done anything
> against protocol.
>
> Ok, so i've had an installation of RT3.6 (from source - i didnt
> know it was in repository) running for about 3 weeks now, no
> worries. And i saw that i'd missed the upgrades provided with
> v3.8, so i've attempted to install this on a virtual machine for
> deployment in a virtual environment.
>
> the install for RT3.8.1 though seems much harder/messier.
> everything went well, following from the readme in the .tar.gz
> package, until i got to the Web Installation section.
>
> Now i've been using linux now for 6months, and apache virtual
> hosts do my head in. i didnt find the instructions in the readme
> particularly clear either...
>
> so.. in my ..apache2/sites-available folder i've left the
> 'default' file, and added another one for the RT site called
> example.com.conf (historical reasons) and dumped in the config
> listed in the readme (see bottom of this post). then i a2ensite'd
> it and restarted apache
>
> result?
>
> error 500 when i browse to the site (using lynx on the local
> machine, I've also set a mapping from example.com
>  to 127.0.0.1  in /etc/hosts)
>
> now, if i comment out the bit in the virtual hosts file that says:
>
> 
> SetHandler perl-script
> PerlResponseHandler RT::Mason
> 
>
> then when i go to the site with lynx, i get the RT webdir, but
> with the warning message saying i havent installed
> lib_perl/fastcgi etc
>
> so i guess i'm missing either one of the perl modules... though
> i'm sure i got all of them when i did the make test during the
> install
>
> 
>
> STUFF I'VE TRIED
> * i've tried updating mod_perl to the latest version
>    , but i
> couldnt get this to run because it was looking for something in
> httpd.conf instead of apache2.conf (where ubuntu puts all the conf
> stuff)
> * i've tried removing the all the info from the 'default' file
> from ../apache2/sites-available and replacing it with the config
> from the README as per this post
> 
> (and removing the example.conf entry)
> * i've tried reinstalling HTML::Mason from CPAN
>
> so yeah.. would appreciate any help on this one.. as i'm way out
> of my depths..
>
> Cheers,
>
> ps here's the config i've been using from the README file:
>
> mod_perl 2.xx
> -
>
> WARNING: mod_perl 1.99_xx is not supported.
>
> Add a few lines to your Apache 2.xx configuration file, so that
> it knows where to find RT:
>
> http://example.com>>
> ServerName supportrt.ourdomain.com
> 
>
> DocumentRoot /opt/rt3/share/html
> AddDefaultCharset UTF-8
>
> # optional apache logs for RT
> # ErrorLog /opt/rt3/var/log/apache2.error
> # TransferLog /opt/rt3/var/log/apache2.access
>
> PerlRequire "/opt/rt3/bin/webmux.pl"
>
> 
> SetHandler default
> 
> 
> SetHandler perl-script
> PerlResponseHandler RT::Mason
> 
> 
>
> -- 
> Calvin Chiang
> Network Admin
> Utilyx
> 1st Floor, 55 North Wharf Road
> Paddington
> London, W2 1LA
> Tel: 020 7087 8673
> www.utilyx.com 
>   
>
>
> __
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> information that may be privileged or confidential and is the
> property of Utilyx. It is intended o

Re: [rt-users] Can't Restart Apache2 on fresh install of Ubuntu 8.04 and RT 3.8.1

[Curtis Bruneau]

Looks like mod_perl2 isn't installed.

Curtis

Chris Nelson wrote:
> I have been running a fresh install of RT 3.8.1 on Ubuntu 8.04. I've 
> made it successfully to the configuring of Apache2. I added this to 
> /etc/apache2/sites-enabled/000-default
>#==Begin Added by CN for RT Installation
> Alias /rt "/opt/rt3/share/html"
> AddDefaultCharset UTF-8
>
> # optional apache logs for RT
> # ErrorLog /opt/rt3/var/log/apache2.error
> # TransferLog /opt/rt3/var/log/apache2.access
>
> PerlRequire "/opt/rt3.8/bin/webmux.pl"
>
> 
> SetHandler default
> 
> 
> SetHandler perl-script
> PerlResponseHandler RT::Mason
>  
>#==End Added by CN for RT Installation
>
> And this is the error I get:
> Syntax error on line 51 of /etc/apache2/sites-enabled/000-default:
> Invalid command 'PerlRequire', perhaps misspelled or defined by a 
> module not included in the server configuration
>
> I changed that line to point to my install (in /opt/rt3.8/) but other 
> than that, it's right from the readme file.
>
> FWIW, perl -v produces:
> This is perl, v5.8.8 built for i486-linux-gnu-thread-multi
>
> Thanks!
> -Chris
> 
>
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Re: [rt-users] Issues on RT 3.8.1

[Curtis Bruneau]

Basically you need to make a database called 'test' which is somewhat 
standard for mysql installations, these scripts will run a series of 
tests like creating tables and trying different kinds of queries, it 
wouldn't be a good idea to try it on a production database. Make sure 
the user has rights to the database.

Curtis

rmp dmd wrote:
> Hi,
>  
> Just want to follow-up on this.
>  
> when I run
>
> #perl Makefile.PL --testuser=root --testpassword=
> #make
> #make test
>  
> its getting error "all skipped: ERROR: Unknown database 'test' Can't 
> continue test
> t/20createdrop..skipped"
>  
> when I run
>  
> #perl Makefile.PL --testuser=root --testpassword= --testdb=rt3
> #make
> #make test
>  
> it will just stay on 
>  
> t/75supported_sql...ok
> t/76multi_statement.ok 1/24
> I waited for couple of hours but nothing is hapeening.  I also tried 
> changing the testdb to other databases.
>  
> Please help on how to proceed.
>  
>  
> Thanks!
> Roehl
>  
>  
> On Fri, Aug 29, 2008 at 3:22 PM, rmp dmd <[EMAIL PROTECTED] 
> > wrote:
>
> Thank you very much.
>  
> Does this process take times?
>  
> I run
>
> #perl Makefile.PL --testuser=root --testpassword= --testdb=rt3
> #make
> #make test
>  
> and its been on
>  
> t/75supported_sql...ok
> t/76multi_statement.ok 1/24
> for quite a while
>  
> - Roehl
>  
>  
> On Fri, Aug 29, 2008 at 2:50 PM, Ruslan Zakirov
> <[EMAIL PROTECTED] > wrote:
>
> On Fri, Aug 29, 2008 at 10:46 PM, rmp dmd
> <[EMAIL PROTECTED] > wrote:
> > It seems that it creating new
> ~/.cpan/build/DBD-mysql- everytime
> > install DBD::mysql is run. The changes on Makefile.PL is
> overwritten.
> >
> > Any other way?
> cd ~/.cpan/build/DBD-mysql-
> perl Makefile.PL ...
> make
> make test
> make install
>
> >
> >
> > On Thu, Aug 28, 2008 at 11:56 AM, David Svejda
> <[EMAIL PROTECTED] >
> > wrote:
> >>
> >> rmp dmd wrote:
> >> > Hi,
> >> >
> >> > Im getting errors when I run 'install DBD::mysql'.  Is
> there a way to
> >> > put password when runinng 'install DBD::mysql'.
> >> >
> >> > Basically put this mysql -uroot -p
> >> >
> >> > t/10connect.skipped all skipped: ERROR:
> Access denied
> >> > for user 'root'@'localhost' 
> (using password:
> >> > NO) Can't continue test
> t/20createdrop..skipped all skipped:
> >> > ERROR: Access denied for user 'root'@'localhost'
> >> >  (using password: NO). Can't
> continue test
> >> > Thanks!
> >>
> >> Make some changes in your Makefile. Look into the
> Makefile.PL and find
> >> "--testuser", you'll see the other options.
> >>
> >> Go to your cpan directory (typically
> ~/.cpan/build/DBD-mysql- >> etc.>/ and run:
> >>
> >> perl Makefile.PL --testuser= --testpassword=
> >>
> >> then try to install it again.
> >>
> >>
> >> David
> >>
> >>
> >
> >
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> >
>
>
>
> --
> Best regards, Ruslan.
>
>
>
> 
>
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Re: [rt-users] (no subject)

[Curtis Bruneau]

Basically looks like you need a  entry with your outside 
IP address. Since the default site is using a wildcard you can't on your 
secondary site, You could remove default and have the following with 
ServerName blah ServerAlias blah2 etc .. something along these lines .. 
but basically your apache is misconfigured not RT.

NameVirtualHost *

ServerName localhost
ServerAlias outsidehost
DocumentRoot "/opt/rt3/share/html"
AddDefaultCharset UTF-8
PerlRequire "/opt/rt3/bin/webmux.pl"
   

SetHandler default

   

SetHandler perl-script
PerlResponseHandler RT::Mason



or


ServerName localhost
DocumentRoot "/opt/rt3/share/html"
AddDefaultCharset UTF-8
PerlRequire "/opt/rt3/bin/webmux.pl"
   

SetHandler default

   

SetHandler perl-script
PerlResponseHandler RT::Mason



ServerName private
DocumentRoot "/opt/rt3/share/html"
AddDefaultCharset UTF-8
PerlRequire "/opt/rt3/bin/webmux.pl"
   

SetHandler default

   

SetHandler perl-script
PerlResponseHandler RT::Mason



Nick Price wrote:
> Hi
>
> I'm still having a few problems with the web interface of rt-3.8.1 on 
> a new install of fedora 9 including all the latest updates
>
> In firefox on the localhost  RT will run as follows _http://localhost_ 
>  or _http://localhost/rt_ both take me to RT login 
> page but I
> only see the page in text format
>
> On a remote PC if I try to connect to RT  _http://myIPaddress_ 
>    I get the default apache welcome page
> when I try _http://myIPaddress/rt_   I get 404 
> webpage could not be found
>
> The Fedora server will also be running mrtg as the main page 
> (_http://myIPaddress_ )
>
> so I need RT to run as _http://myIPaddress/rt_ 
>
> it doesn't matter what i seem to add it just flips between text and 
> full mode in both root and myIPaddress/rt
>
> I need it to run only as http://myIPaddress/rt
>
> Please any ideas
>
>
> This is the config i'm running with now  /ect/httpd/conf.d/rt3.conf
>
> NameVirtualHost localhost
> 
> ServerAdmin [EMAIL PROTECTED]
> ServerName localhost
> DocumentRoot "/opt/rt3/share/html"
> AddDefaultCharset UTF-8
> PerlRequire "/opt/rt3/bin/webmux.pl"
>
> 
> SetHandler default
> 
>
>
> 
> SetHandler perl-script
> PerlResponseHandler RT::Mason
> 
> 
>
>
> and RT_SiteConfig.pm
>
>
> Set( $rtname, 'myDomain.coml');
> #Set(@Plugins,(qw(Extension::QuickDelete)));
> Set( $WebDomain, 'localhost');
> Set( $WebPath, '/rt');
>
> 
> Get thousands of games on your PC, your mobile phone, and the web with 
> Windows®. Game with Windows 
> 
> 
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Re: [rt-users] No permission notify

[Curtis Bruneau]

Yeah I'm talking about backscatter, when someone sends spam as a spoofed 
user and the smtp server bounces that spam back to the spoofed address, 
effectively relaying spam for them. Postfix does recipient lists so the 
majority won't bounce for email addresses not in my /etc/aliases, I have 
procmail and spamassassin on the entry of my public queue/emails so spam 
is not getting in, but it will bounce back (the RT response) when 
there's no permission on a private queue. It's not a major problem I was 
just curious if those no permission replies can be disabled. Or at least 
don't attach the original message to the response.

Curtis.

Kenneth Crocker wrote:
> Curtis,
>
>
> We don't get spam so my answer won't work for you. We have set up 
> our RT so that no spam gets in. That way, RT can automatically create 
> (& grant 'privileged' to) users that pass authentication and all email 
> users get automatically created as 'unprivileged' users. That's what 
> we do and it works fine.
>
>
> Kenn
> LBNL
>
> On 8/21/2008 7:04 AM, Curtis Bruneau wrote:
>> That's how my private queues are set up, but that doesn't prevent 
>> spammers from trying every possible email address on my server, when 
>> they do find a private one they get this return email. Perhaps I 
>> misunderstood .. is there a spot to change that behavior for everyone 
>> and unprivileged?
>>
>> Curtis
>>
>> Kenneth Crocker wrote:
>>> Curtis,
>>>
>>>
>>> Try removing those permissions from EVERYONE and UNPRIVILEGED to 
>>> PRIVILEGED only. Hope this helps.
>>>
>>> Kenn
>>> LBNL
>>>
>>> On 8/20/2008 10:48 AM, Curtis Bruneau wrote:
>>>> Is there any way to not notify the sender when they don't have 
>>>> permission? I don't mind the root@ notification but spammers just 
>>>> hammer all our queues and the closed ones don't have a spam filter 
>>>> on it .. so it causes tons of backscatter (spoofed sender returns 
>>>> spam). All our public queues are controlled mostly through web 
>>>> forms and other apps, so there's no reason to notify anyone about 
>>>> permissions in these cases for us. If there's any reason why this 
>>>> would be a bad idea I wouldn't mind hearing too.
>>>>
>>>> -- 
>>>> /RT could not load a valid user, and RT's configuration does not allow
>>>> for the creation of a new user for this email 
>>>> ([EMAIL PROTECTED]).
>>>>
>>>> You might need to grant 'Everyone' the right 'CreateTicket' for the
>>>> queue queue::blah.
>>>> -- 
>>>>
>>>> /Thanks
>>>> Curtis
>>>>
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>>>
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Re: [rt-users] No permission notify

[Curtis Bruneau]

Yeah I'm talking about backscatter, when someone sends spam as a spoofed 
user and the smtp server bounces that spam back to the spoofed address, 
effectively relaying spam for them. Postfix does recipient lists so the 
majority won't bounce for email addresses not in my /etc/aliases, I have 
procmail and spamassassin on the entry of my public queue/emails so spam 
is not getting in, but it will bounce back (the RT response) when 
there's no permission on a private queue. It's not a major problem I was 
just curious if those no permission replies can be disabled. Or at least 
don't attach the original message to the response.

Curtis.

Kenneth Crocker wrote:
> Curtis,
>
>
> We don't get spam so my answer won't work for you. We have set up 
> our RT so that no spam gets in. That way, RT can automatically create 
> (& grant 'privileged' to) users that pass authentication and all email 
> users get automatically created as 'unprivileged' users. That's what 
> we do and it works fine.
>
>
> Kenn
> LBNL
>
> On 8/21/2008 7:04 AM, Curtis Bruneau wrote:
>> That's how my private queues are set up, but that doesn't prevent 
>> spammers from trying every possible email address on my server, when 
>> they do find a private one they get this return email. Perhaps I 
>> misunderstood .. is there a spot to change that behavior for everyone 
>> and unprivileged?
>>
>> Curtis
>>
>> Kenneth Crocker wrote:
>>> Curtis,
>>>
>>>
>>> Try removing those permissions from EVERYONE and UNPRIVILEGED to 
>>> PRIVILEGED only. Hope this helps.
>>>
>>> Kenn
>>> LBNL
>>>
>>> On 8/20/2008 10:48 AM, Curtis Bruneau wrote:
>>>> Is there any way to not notify the sender when they don't have 
>>>> permission? I don't mind the root@ notification but spammers just 
>>>> hammer all our queues and the closed ones don't have a spam filter 
>>>> on it .. so it causes tons of backscatter (spoofed sender returns 
>>>> spam). All our public queues are controlled mostly through web 
>>>> forms and other apps, so there's no reason to notify anyone about 
>>>> permissions in these cases for us. If there's any reason why this 
>>>> would be a bad idea I wouldn't mind hearing too.
>>>>
>>>> -- 
>>>> /RT could not load a valid user, and RT's configuration does not allow
>>>> for the creation of a new user for this email 
>>>> ([EMAIL PROTECTED]).
>>>>
>>>> You might need to grant 'Everyone' the right 'CreateTicket' for the
>>>> queue queue::blah.
>>>> -- 
>>>>
>>>> /Thanks
>>>> Curtis
>>>>
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>>>>
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>>>> Commercial support: [EMAIL PROTECTED]
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>>>
>>>
>>
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>
>
>

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Re: [rt-users] No permission notify

[Curtis Bruneau]

That's how my private queues are set up, but that doesn't prevent 
spammers from trying every possible email address on my server, when 
they do find a private one they get this return email. Perhaps I 
misunderstood .. is there a spot to change that behavior for everyone 
and unprivileged?

Curtis

Kenneth Crocker wrote:
> Curtis,
>
>
> Try removing those permissions from EVERYONE and UNPRIVILEGED to 
> PRIVILEGED only. Hope this helps.
>
> Kenn
> LBNL
>
> On 8/20/2008 10:48 AM, Curtis Bruneau wrote:
>> Is there any way to not notify the sender when they don't have 
>> permission? I don't mind the root@ notification but spammers just 
>> hammer all our queues and the closed ones don't have a spam filter on 
>> it .. so it causes tons of backscatter (spoofed sender returns spam). 
>> All our public queues are controlled mostly through web forms and 
>> other apps, so there's no reason to notify anyone about permissions 
>> in these cases for us. If there's any reason why this would be a bad 
>> idea I wouldn't mind hearing too.
>>
>> -- 
>> /RT could not load a valid user, and RT's configuration does not allow
>> for the creation of a new user for this email 
>> ([EMAIL PROTECTED]).
>>
>> You might need to grant 'Everyone' the right 'CreateTicket' for the
>> queue queue::blah.
>> -- 
>>
>> /Thanks
>> Curtis
>>
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>> Commercial support: [EMAIL PROTECTED]
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>
>

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[rt-users] No permission notify

[Curtis Bruneau]

Is there any way to not notify the sender when they don't have permission? I 
don't mind the root@ notification but spammers just hammer all our queues and 
the closed ones don't have a spam filter on it .. so it causes tons of 
backscatter (spoofed sender returns spam). All our public queues are controlled 
mostly through web forms and other apps, so there's no reason to notify anyone 
about permissions in these cases for us. If there's any reason why this would 
be a bad idea I wouldn't mind hearing too.

--
/RT could not load a valid user, and RT's configuration does not allow
for the creation of a new user for this email ([EMAIL PROTECTED]).

You might need to grant 'Everyone' the right 'CreateTicket' for the
queue queue::blah.
--

/Thanks
Curtis

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Re: [rt-users] Default status' for queue lists.

[CURTIS BRUNEAU]

Curtis Bruneau writes: 

> Ole Craig wrote:
>> Curtis -
>> I don't think there's a config option for this; it's hardcoded into
>> the Quicksearch element. I needed to do something similar, but in my
>> case, it was *adding* some statuses to the quicksearch queue listing (we
>> use a couple of extra non-default states: pendres for 'pending
>> resolution', 'developmt' for escalations to Engineering, &etc.) 
>>
>> I ended up by copying share/html/Elements/Quicksearch to
>> local/html/Elements, and then editing the copy. (It's a really simple
>> change, as RT customizations go.) 
>>
>> # diff -NauBb share/html/Elements/Quicksearch local/html/Elements/Quicksearch
>> --- share/html/Elements/Quicksearch  2008-08-15 18:53:03.0 -0600
>> +++ local/html/Elements/Quicksearch  2008-08-13 12:41:54.0 -0600
>> @@ -53,6 +53,9 @@
>> queue_filter => sub { $_->CurrentUserHasRight('ShowTicket') && !exists 
>> $unwanted->{$_->Name} },
>> conditions => [ {cond => "Status = 'new'",  name => loc ('new')  },
>> {cond => "Status = 'open'", name => loc ('open') },
>> +   {cond => "Status = 'pending'", name => loc ('pending') },
>> +   {cond => "Status = 'developmt'", name => loc 
>> ('developmt') },
>> +   {cond => "Status = 'pendres'", name => loc ('pendres') },
>> {cond => "Status = 'stalled'", name => loc ('stalled') }] &>
>>  
>>   
>>
>> 
>>
>> -  
>> /Ole Craig
>> Security Engineer
>> Team lead, customer support 
>>
>> [EMAIL PROTECTED]
>> 303-381-3802 main support line
>> 303-381-3824 my voicemail
>> 303-381-3880 fax 
>>
>> www.stillsecure.com 
>>
>>
>> On Fri, 2008-08-15 at 12:23 -0400, Curtis Bruneau wrote:
>>   
>>> In the Quick Search queue listing on RT at a Glance is there a way to 
>>> change the default status' that is searched? It individually shows 
>>> new/open/stalled and the queue link itself has all three.. I would
>>> like 
>>> to exclude stalled from the main link. I know I could achieve this 
>>> editing files but just wondering if there was a configuration way.
>>> Our 
>>> 3.4 excluded stalled ( i don't know if this is custom or not, I
>>> didn't 
>>> originally set it up ).
>>> 
> Thanks yeah, I figured as much .. I ended up making my own version in 
> local/html/Elements/QuickSummary .. that's the one I had in mind I was 
> able to remove the stalled from the Queue link. 
> 
> %   my $all_q = $queue_cond . "(Status = 'open' OR Status = 'new')"; 
> 
> Curtis
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Sorry I meant local/html/Elements/QueueSummary
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Re: [rt-users] Default status' for queue lists.

[Curtis Bruneau]

Ole Craig wrote:
> Curtis -
> I don't think there's a config option for this; it's hardcoded into
> the Quicksearch element. I needed to do something similar, but in my
> case, it was *adding* some statuses to the quicksearch queue listing (we
> use a couple of extra non-default states: pendres for 'pending
> resolution', 'developmt' for escalations to Engineering, &etc.)
>
> I ended up by copying share/html/Elements/Quicksearch to
> local/html/Elements, and then editing the copy. (It's a really simple
> change, as RT customizations go.)
>
> # diff -NauBb share/html/Elements/Quicksearch local/html/Elements/Quicksearch
> --- share/html/Elements/Quicksearch   2008-08-15 18:53:03.0 -0600
> +++ local/html/Elements/Quicksearch   2008-08-13 12:41:54.0 -0600
> @@ -53,6 +53,9 @@
> queue_filter => sub { $_->CurrentUserHasRight('ShowTicket') && !exists 
> $unwanted->{$_->Name} },
> conditions => [ {cond => "Status = 'new'",  name => loc ('new')  },
>  {cond => "Status = 'open'", name => loc ('open') },
> +   {cond => "Status = 'pending'", name => loc ('pending') },
> +   {cond => "Status = 'developmt'", name => loc 
> ('developmt') },
> +   {cond => "Status = 'pendres'", name => loc ('pendres') },
>      {cond => "Status = 'stalled'", name => loc ('stalled') }] &>
>  
>  
>
>
>
> -  
> /Ole Craig
> Security Engineer
> Team lead, customer support
>
> [EMAIL PROTECTED]
> 303-381-3802 main support line
> 303-381-3824 my voicemail
> 303-381-3880 fax
>
> www.stillsecure.com
>
>
> On Fri, 2008-08-15 at 12:23 -0400, Curtis Bruneau wrote:
>   
>> In the Quick Search queue listing on RT at a Glance is there a way to 
>> change the default status' that is searched? It individually shows 
>> new/open/stalled and the queue link itself has all three.. I would
>> like 
>> to exclude stalled from the main link. I know I could achieve this 
>> editing files but just wondering if there was a configuration way.
>> Our 
>> 3.4 excluded stalled ( i don't know if this is custom or not, I
>> didn't 
>> originally set it up ).
>> 
Thanks yeah, I figured as much .. I ended up making my own version in 
local/html/Elements/QuickSummary .. that's the one I had in mind I was 
able to remove the stalled from the Queue link.

%   my $all_q = $queue_cond . "(Status = 'open' OR Status = 'new')";

Curtis
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Re: [rt-users] rt-shredder cli

[Curtis Bruneau]

Alfred M. Szmidt wrote:
> Hi!
>
> How on earth does one use the rt-shredder utility?  There is an example:
>
> | rt-shredder --plugin 'Tickets=status,deleted;queue,general'
>
> But according to `rt-shredder --plugin help-Tickets', queue, status  
> have been dropped infavour of queue:
>
> | Arguments `queue', `status' and `updated_before' have been dropped as
> | you can easy make the same search with the `query' option. See  
> examples
> | above.
>
> Cheers, Alfred.
>
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>   
It's almost the same, query, (sql).. here's an example of my Spam Queue 
with a date limit, record limit still works the same. I agree there 
should be a bit more explanation, I had to look at the source to get a 
better idea.
 
rt-shredder --plugin "Tickets=query,Queue = 'Spam' AND LastUpdated < 
'$SDATE';limit,$SLIMIT" --sqldump $ARCHIVEPATH/spam-$DATE.sql --force

Curtis
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Re: [rt-users] make initialize-database error

[Curtis Bruneau]

Chaim Rieger wrote:
> Jerrad Pierce wrote:
>   
>> Was your MySQL maybe *built* without InnoDB?
>>
>> -- 
>> Cambridge Energy Alliance: Save money & the planet
>> 
>
> i installed the binary,
>
> if it was built without innodb support it wouldnt start up with the 
> current my.cnf
>   
If you do Show engines; you should see below if it's enabled.
| InnoDB | YES | Supports transactions, row-level locking, and 
foreign keys |

If you changed innodb_log_file_size you need to shutdown and delete the 
old logs in /var/lib/mysql or innodb won't start up because it tries to 
append to a fixed log that's smaller/larger then the one in the config. 
I changed mine to 64mb also and you always have to get rid of the old 
ib_logfile0-1files.

Curtis
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[rt-users] Default status' for queue lists.

[Curtis Bruneau]

In the Quick Search queue listing on RT at a Glance is there a way to 
change the default status' that is searched? It individually shows 
new/open/stalled and the queue link itself has all three.. I would like 
to exclude stalled from the main link. I know I could achieve this 
editing files but just wondering if there was a configuration way. Our 
3.4 excluded stalled ( i don't know if this is custom or not, I didn't 
originally set it up ).

Curtis.
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Re: [rt-users] RT 3.8 New Installation, migrating existing 3.6 database

[Curtis Bruneau]

Helmuth Ramirez wrote:
> Thanks Curtis, unfortunately I am still getting the same message.  I
> tried running it from my installed location:
>
> "/opt/rt3/sbin/rt-setup-database --dba root --prompt-for-dba-password
> --action upgrade"
>
> As well as from the rt-3.8.0 folders I used to make the install.
>
> /tmp/stuff/rt/rt-3.8.0/opt/rt3/sbin/rt-setup-database --dba root
> --prompt-for-dba-password --action upgrade
>
> I get the same result for both.
>
> I did notice I don't have an "upgrade" folder in my installed etc
> folder.  I do in my install source though.  Would that have something to
> do with it?
>
> **
> You need to run it from your extracted source directory.. the 
> etc/upgrade files are there. So to do that you have to specify the full 
> path to rt-setup-database which is in your installed ./sbin dir.
> ex: /opt/rt3/sbin/rt-setup-database --dba root --prompt-for-dba-password
>
> --action upgrade
>
> Curtis

You'll have to run it from your /usr/src/rt-3.8.1rc4 or equivalent 
directory because like you said the etc/upgrade files are in there, 
which is why you have to specify the full path to the rt-setup-database

server:/usr/src/rt-3.8.1rc4# /opt/rt3/sbin/rt-setup-database --dba root 
--prompt-for-dba-password --action upgrade

Also make sure /opt/rt3/sbin is the correct path.. it may be different.

Curtis

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Re: [rt-users] RT 3.8 New Installation, migrating existing 3.6 database

[Curtis Bruneau]

Helmuth Ramirez wrote:
> Hi everyone,
> I just installed a fresh copy of 3.8 (new server).  It is up and
> running.  I want to use the data in my existing 3.6.3 db on it.  I
> dumped and copied my db over to the new server, I restored it.  Good so
> far.  I now want to update it to make sure its 3.8 friendly (though I
> can log in and view my old tickets on it now).  
> I was looking through the upgrade docs and archives put I can't seem to
> get the upgrade working properly.  When I try this:
>
> rt-setup-database --dba root --prompt-for-dba-password --action upgrade
>
> I get this:
>
> In order to create or update your RT database, this script needs to
> connect to your  mysql instance on localhost as root
> Please specify that user's database password below. If the user has no
> database
> password, just press return.
>
> Password:
> Working with:
> Type:   mysql
> Host:   localhost
> Name:   rt3
> User:   rt_user
> DBA:root
> Couldn't finish 'upgrade' step.
>
> ERROR: Couldn't read dir './etc/upgrade' with upgrade data
>
> I'm sure its something small I'm overlooking (I hope).  Any advice would
> be great.
>
> Cheers!
You need to run it from your extracted source directory.. the 
etc/upgrade files are there. So to do that you have to specify the full 
path to rt-setup-database which is in your installed ./sbin dir.
ex: /opt/rt3/sbin/rt-setup-database --dba root --prompt-for-dba-password 
--action upgrade

Curtis
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Re: [rt-users] Missing directory in configuration link.

[Curtis Bruneau]

Curtis Bruneau wrote:
> Kevin Falcone wrote:
>   
>> On Aug 14, 2008, at 1:46 PM, Curtis Bruneau wrote:
>>
>>   
>> 
>>> The links in the content area are missing /CustomFields when you
>>> navigate from the top menu in Configuration > Global > Custom Fields.
>>> The top menu final link is ok just the ones in the content area.
>>>
>>> MENU: /Admin/Global/CustomFields/Users.html
>>> CONTENT: /Admin/Global/Users.html
>>> 
>>>   
>> You don't say what version of RT you're running, but I'm not able
>> to replicate this on rt3.fsck.com which is 3.8.1rc4
>>
>> -kevin
>>
>>   
>> 
>>> This appears to be a session variable issue, it only happens when you
>>> navigate through the top menu and try to click one of the final links
>>> (users, groups, queues, tickets, ticket transactions) in the main
>>> window. If you navigate through the main window it appears to be ok.
>>>
>>> I believe I have posted something similar this before but it appears  
>>> to
>>> only happen in the situation described above, perhaps as a result of  
>>> the
>>> fix (which was top menu links not working).
>>>
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>>>   
> Oops sorry, rt 3.8.1rc4/fastcgi
> Client: Mozilla/5.0 (X11; U; Linux i686; en-US; rv:1.8.1.16) 
> Gecko/20080702 Iceweasel/2.0.0.16 (Debian-2.0.0.16-0etch1).
>
> The links do work unless you navigate a certain way, It could only be my 
> instance but when I click Configuration on the left then Global on top 
> then Custom Fields on top, the links on top are ok but the ones below 
> are missing that one directory.
>
> Curtis
Ok I think I know the reason now, the links in the content area just 
have the File.html in the href='' but the link to the page from the top 
menu is /Admin/Global/CustomField and the bottom one is 
/Admin/Global/CustomField/index.html

Basically thats how relative links work, there's no / at the end of the 
first url so it tries to look in .. because it thinks CustomField is a 
file not a Directory/. If i add a / to the end the links are ok, So the 
fix would probably to put the /index.html ahead of the top Custom Fields 
link, this is the brower behavior doing it.

Sorry for the confusion.

Curtis
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Re: [rt-users] Missing directory in configuration link.

[Curtis Bruneau]

Kevin Falcone wrote:
> On Aug 14, 2008, at 1:46 PM, Curtis Bruneau wrote:
>
>   
>> The links in the content area are missing /CustomFields when you
>> navigate from the top menu in Configuration > Global > Custom Fields.
>> The top menu final link is ok just the ones in the content area.
>>
>> MENU: /Admin/Global/CustomFields/Users.html
>> CONTENT: /Admin/Global/Users.html
>> 
>
> You don't say what version of RT you're running, but I'm not able
> to replicate this on rt3.fsck.com which is 3.8.1rc4
>
> -kevin
>
>   
>> This appears to be a session variable issue, it only happens when you
>> navigate through the top menu and try to click one of the final links
>> (users, groups, queues, tickets, ticket transactions) in the main
>> window. If you navigate through the main window it appears to be ok.
>>
>> I believe I have posted something similar this before but it appears  
>> to
>> only happen in the situation described above, perhaps as a result of  
>> the
>> fix (which was top menu links not working).
>>
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Oops sorry, rt 3.8.1rc4/fastcgi
Client: Mozilla/5.0 (X11; U; Linux i686; en-US; rv:1.8.1.16) 
Gecko/20080702 Iceweasel/2.0.0.16 (Debian-2.0.0.16-0etch1).

The links do work unless you navigate a certain way, It could only be my 
instance but when I click Configuration on the left then Global on top 
then Custom Fields on top, the links on top are ok but the ones below 
are missing that one directory.

Curtis
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[rt-users] Missing directory in configuration link.

[Curtis Bruneau]

The links in the content area are missing /CustomFields when you 
navigate from the top menu in Configuration > Global > Custom Fields. 
The top menu final link is ok just the ones in the content area.

MENU: /Admin/Global/CustomFields/Users.html
CONTENT: /Admin/Global/Users.html

This appears to be a session variable issue, it only happens when you 
navigate through the top menu and try to click one of the final links 
(users, groups, queues, tickets, ticket transactions) in the main 
window. If you navigate through the main window it appears to be ok.

I believe I have posted something similar this before but it appears to 
only happen in the situation described above, perhaps as a result of the 
fix (which was top menu links not working).

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[rt-users] shrink_cgm_table

[Curtis Bruneau]

I have a quick question regarding shrink_cgm_table.pl

The 'extra' records it deletes, will the system now take these into 
account in 3.8.x in regards to deletes/etc? Basically does 
shrink_cgm_table.pl only have to be ran once since RT will now take care 
of the extra?

Also regarding shredder, is there a way to make it less verbose? It logs 
warnings to STDOUT and the log file, while not exactly a bad thing it 
makes the cron mail outs rather large.

Curtis
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Re: [rt-users] utf8 and accents.

[Curtis Bruneau]

Curtis Bruneau wrote:
> Ruslan Zakirov wrote:
>   
>> On Sat, Aug 9, 2008 at 12:20 AM, Curtis Bruneau <[EMAIL PROTECTED]> wrote:
>>   
>> 
>>> I need some suggestions, I have come to the conclusion that all utf8
>>> collations don't do french properly, not like latin1 anyway. All accents
>>> are seen as the same, while binary distinct they cannot be unique
>>> indexed and sorting will recognize them as the same as well as queries
>>> using any variant character.
>>>
>>> So I'm in a bit of a bind, if I were to use RT with a case sensitive
>>> collation like utf8_bin would the application behave as expected? I know
>>> search would be much more strict and possibly confusing to the end user.
>>> 
>>>   
>> utf8_bin is good choice. You're free to use binary collation. May be
>> utf8_general_ci collation will be better for you. Any collation is ok
>> as long as you know how to deal with them in mysql.
>>
>>
>>   
>> 
> Ok just wondering, I'll give it a try.. I was more curious if any string 
> type clauses would still work internally since binary collations are 
> everything/case sensitive
> . I'm guessing that's all fine because I think postgres stores it's 
> stuff as binary_cs and relies on the OS do to collations (something like 
> that, other postgres db's around here seem to be case sensitive).
>   
>>> My other option would be to continue to use latin1, is there any way to
>>> accomplish this using the latest code base? It's probably not
>>> configurable and I don't want to have to manage diffs for the possible
>>> changes, unless it is fairly minimal to do..
>>> 
>>>   
>> No, we wouldn't return to that as it's totally wrong and have
>> concequences as it's actually violation of setting purpose. RT was
>> storing UTF8 encoded data in a latin1 column, so collations worked
>> absolutly incorrect for everything even latin1 and were close to
>> binary.
>>
>> At this point I can suggest you move either binary collation or create
>> a new one and send it to mysql team for inclusion.
>>
>>   
>> 
> Understood, I wasn't liking that idea either. Oddly enough 
> latin1_swedish_ci (the latin1 default) isn't suppose to be accent 
> sensitive,  latin1_general_ci is but my old database (mysql 4.1) seems 
> to be indexing it and seeing them seperate. The collation isn't 
> specified so i'm assuming swedish but it's behaving like general, 
> perhaps the old version respected the differences. I'm basically trying 
> to get it the same as before (perhaps if swedish was enforced before I 
> wouldn't be in this position), regardless this isn't really an issue 
> with RT.
>   
>>> The issue in question -> http://bugs.mysql.com/bug.php?id=34130
>>>
>>> They said it's on 'todo', MSSQL handles this with ci_ai, ci_as, cs_ai
>>> and cs_as collations where the accents are either sensitive or not.
>>> Hopefully they do come around to it..
>>>
>>> Character difference for mysql .. http://www.collation-charts.org/mysql60/
>>>
>>>
>>> Curtis
>>> 
>>>   
> Thanks again for your time, i'm really excited to launch 3.8.x, compared 
> to 3.4.x our users are loving it, especially the reporting and all that.
> Curtis.
I have a question that's probably obvious.. If I go ahead with utf8_bin, 
any variation of case on incoming emails will be regarded as distinct 
right? I can see this causing many issues, I may just get rid of my 
accented emails and possibly merge the tickets or just delete the users 
as they aren't valid emails anyway. I don't think I could pad the emails 
enough to get the users to match, looking through my data emails come in 
as all kinds of different cases.

Curtis
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Re: [rt-users] utf8 and accents.

[Curtis Bruneau]

Ruslan Zakirov wrote:
> On Sat, Aug 9, 2008 at 12:20 AM, Curtis Bruneau <[EMAIL PROTECTED]> wrote:
>   
>> I need some suggestions, I have come to the conclusion that all utf8
>> collations don't do french properly, not like latin1 anyway. All accents
>> are seen as the same, while binary distinct they cannot be unique
>> indexed and sorting will recognize them as the same as well as queries
>> using any variant character.
>>
>> So I'm in a bit of a bind, if I were to use RT with a case sensitive
>> collation like utf8_bin would the application behave as expected? I know
>> search would be much more strict and possibly confusing to the end user.
>> 
>
> utf8_bin is good choice. You're free to use binary collation. May be
> utf8_general_ci collation will be better for you. Any collation is ok
> as long as you know how to deal with them in mysql.
>
>
>   
Ok just wondering, I'll give it a try.. I was more curious if any string 
type clauses would still work internally since binary collations are 
everything/case sensitive
. I'm guessing that's all fine because I think postgres stores it's 
stuff as binary_cs and relies on the OS do to collations (something like 
that, other postgres db's around here seem to be case sensitive).
>> My other option would be to continue to use latin1, is there any way to
>> accomplish this using the latest code base? It's probably not
>> configurable and I don't want to have to manage diffs for the possible
>> changes, unless it is fairly minimal to do..
>> 
>
> No, we wouldn't return to that as it's totally wrong and have
> concequences as it's actually violation of setting purpose. RT was
> storing UTF8 encoded data in a latin1 column, so collations worked
> absolutly incorrect for everything even latin1 and were close to
> binary.
>
> At this point I can suggest you move either binary collation or create
> a new one and send it to mysql team for inclusion.
>
>   
Understood, I wasn't liking that idea either. Oddly enough 
latin1_swedish_ci (the latin1 default) isn't suppose to be accent 
sensitive,  latin1_general_ci is but my old database (mysql 4.1) seems 
to be indexing it and seeing them seperate. The collation isn't 
specified so i'm assuming swedish but it's behaving like general, 
perhaps the old version respected the differences. I'm basically trying 
to get it the same as before (perhaps if swedish was enforced before I 
wouldn't be in this position), regardless this isn't really an issue 
with RT.
>> The issue in question -> http://bugs.mysql.com/bug.php?id=34130
>>
>> They said it's on 'todo', MSSQL handles this with ci_ai, ci_as, cs_ai
>> and cs_as collations where the accents are either sensitive or not.
>> Hopefully they do come around to it..
>>
>> Character difference for mysql .. http://www.collation-charts.org/mysql60/
>>
>>
>> Curtis
>> 
Thanks again for your time, i'm really excited to launch 3.8.x, compared 
to 3.4.x our users are loving it, especially the reporting and all that.
Curtis.
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[rt-users] utf8 and accents.

[Curtis Bruneau]

I need some suggestions, I have come to the conclusion that all utf8 
collations don't do french properly, not like latin1 anyway. All accents 
are seen as the same, while binary distinct they cannot be unique 
indexed and sorting will recognize them as the same as well as queries 
using any variant character.

So I'm in a bit of a bind, if I were to use RT with a case sensitive 
collation like utf8_bin would the application behave as expected? I know 
search would be much more strict and possibly confusing to the end user.

My other option would be to continue to use latin1, is there any way to 
accomplish this using the latest code base? It's probably not 
configurable and I don't want to have to manage diffs for the possible 
changes, unless it is fairly minimal to do..

The issue in question -> http://bugs.mysql.com/bug.php?id=34130

They said it's on 'todo', MSSQL handles this with ci_ai, ci_as, cs_ai 
and cs_as collations where the accents are either sensitive or not. 
Hopefully they do come around to it..

Character difference for mysql .. http://www.collation-charts.org/mysql60/


Curtis


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Re: [rt-users] Rt at Glance and upgrade from 3.2.1 to 3.8.0

[Curtis Bruneau]

Curtis Bruneau wrote:
> d tbsky wrote:
>   
>> 2008/8/8 Jean-Michel Barbet <[EMAIL PROTECTED]>:
>>   
>> 
>>> d tbsky wrote:
>>> 
>>>   
>>>> hi:
>>>> it is a little fix.almost the same as 3.8.0. and utf8 fix is what
>>>> we need. so i don't need to tune mysql utf8 parameter.
>>>>   
>>>> 
>>> After looking at the way the mysql update procedure works, I believe
>>> it only changes the column charset and collatiin definition, *not the
>>> data*, so if some data where stored in latin1 in my previous Mysql
>>> 4.0 database, the column type will change to binary, then to utf8
>>> and data will not be displayed correctly.
>>> 
>>>   
>>   yes the data are converted to utf8, so rt must treat them as utf8.
>> but mysql default use latin1 for connection, so the data are corrupt
>> when present  in the browser. either patch rt (rt 3.8.1rc2) or force mysql
>> client parameters to use utf8 connection and we can have utf8 from
>> mysql to browser.
>>   
>> 
> I have an issue during conversion where it sees all the accents as the 
> same (in the database with the unique key on name in Users). It should 
> see them as distinct after conversion. Do the temp tables use it's own 
> charset? I remember mssql use to have a similar issue where the system 
> default could be different from the database and joins and such go all 
> wrong.. Are the temp tables possibly not doing UTF*? I'm not 100%, to 
> get around it before i just did a straight alter with no binary, but i 
> think it was storing latin1 inside utf8 fields.. so now I have the 
> original issue.
>
> ERROR 1062 (23000): Duplicate entry '[EMAIL PROTECTED]' for key 2
>
> If I.. SELECT name FROM Users WHERE name LIKE '[EMAIL PROTECTED]';
> [EMAIL PROTECTED]
> [EMAIL PROTECTED]
>
> I tried converting the table by removing the index before hand and it 
> errors the same when i go to put it back.
>
> Does anyone have any insight as to why mysql sees this as the same? the 
> client charset doesn't affect it just the display.
>   
>>> Can other people comment on this ?
>>>
>>> 
>>>   
>>>> by the way, can you use the new "WYSIWYG" editor? i still don't know
>>>> where i can see the result.
>>>>   
>>>> 
>>> If I try to reply to a ticket in RT web interface, there is a tiny
>>> black triangle on top of the message box and it expands in a set of
>>> tools to get rich text, then I click save and I can send the message.
>>>
>>> 
>>>   
>>  that's what i want to ask. after using the editor and save,where can
>> you see the rich text affect? i only see plain text after save. and i
>> get plain text email.
>>  thanks for your help!!
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>>   
>> 
I looked into this a bit more, It has to do with the default collation 
"utf8_general_ci" which doesn't see accents as distinct ( i think ).
http://dev.mysql.com/doc/refman/5.0/en/charset-unicode-sets.html There's 
obviously issues to each one as the rules change.. I also read stuff 
about the server collation affecting sorting also.. I'm going to try 
utf8_unicode_ci but it may have the same issue, I saw someone else use 
utf8_bin to solve the issue. I'll look into it more and post my results.

Curtis
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Re: [rt-users] Rt at Glance and upgrade from 3.2.1 to 3.8.0

[Curtis Bruneau]

d tbsky wrote:
> 2008/8/8 Jean-Michel Barbet <[EMAIL PROTECTED]>:
>   
>> d tbsky wrote:
>> 
>>> hi:
>>> it is a little fix.almost the same as 3.8.0. and utf8 fix is what
>>> we need. so i don't need to tune mysql utf8 parameter.
>>>   
>> After looking at the way the mysql update procedure works, I believe
>> it only changes the column charset and collatiin definition, *not the
>> data*, so if some data where stored in latin1 in my previous Mysql
>> 4.0 database, the column type will change to binary, then to utf8
>> and data will not be displayed correctly.
>> 
>
>   yes the data are converted to utf8, so rt must treat them as utf8.
> but mysql default use latin1 for connection, so the data are corrupt
> when present  in the browser. either patch rt (rt 3.8.1rc2) or force mysql
> client parameters to use utf8 connection and we can have utf8 from
> mysql to browser.
>   
I have an issue during conversion where it sees all the accents as the 
same (in the database with the unique key on name in Users). It should 
see them as distinct after conversion. Do the temp tables use it's own 
charset? I remember mssql use to have a similar issue where the system 
default could be different from the database and joins and such go all 
wrong.. Are the temp tables possibly not doing UTF*? I'm not 100%, to 
get around it before i just did a straight alter with no binary, but i 
think it was storing latin1 inside utf8 fields.. so now I have the 
original issue.

ERROR 1062 (23000): Duplicate entry '[EMAIL PROTECTED]' for key 2

If I.. SELECT name FROM Users WHERE name LIKE '[EMAIL PROTECTED]';
[EMAIL PROTECTED]
[EMAIL PROTECTED]

I tried converting the table by removing the index before hand and it 
errors the same when i go to put it back.

Does anyone have any insight as to why mysql sees this as the same? the 
client charset doesn't affect it just the display.
>> Can other people comment on this ?
>>
>> 
>>> by the way, can you use the new "WYSIWYG" editor? i still don't know
>>> where i can see the result.
>>>   
>> If I try to reply to a ticket in RT web interface, there is a tiny
>> black triangle on top of the message box and it expands in a set of
>> tools to get rich text, then I click save and I can send the message.
>>
>> 
>
>  that's what i want to ask. after using the editor and save,where can
> you see the rich text affect? i only see plain text after save. and i
> get plain text email.
>  thanks for your help!!
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>
>   
Thanks!
Curtis.
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Re: [rt-users] RT-Users Digest, Vol 53, Issue 18

[Curtis Bruneau]

> Date: Thu, 07 Aug 2008 16:50:47 +0200
> From: Jean-Michel Barbet <[EMAIL PROTECTED]>
> Subject: Re: [rt-users] Rt at Glance and upgrade from 3.2.1 to 3.8.0
> To: d tbsky <[EMAIL PROTECTED]>
> Cc: rt-users@lists.bestpractical.com
> Message-ID: <[EMAIL PROTECTED]>
> Content-Type: text/plain; charset=ISO-8859-1; format=flowed
>
> d tbsky wrote:
>   
>> hi:
>> your upgrade procedure is like what i did, which is wrong.
>> if you use mysql, you should run the mysql upgrade script first,
>> then run the rt upgrade script. or you will get empty "RT at glance" page.
>> 
>
> Thanks very much,
>
> So, trying to follow directions posted in thread :
> "RT at a Glance HASH ref error during upgrade from 3.4 to 3.8",
> I am reloading my RT 3.2.1/mysql 4.0.20 database in the new
> RT 3.8.0/mysql 5.0.45. to do again the upgrade procedure.
>
> If I understood well, steps are :
>
> a) save DB on old server :
>
> mysqldump -u rt_user -p xxx --single-transaction --databases rt3 > dump
>
> b) reload DB on new server :
>
> mysql -u root -p < dump
>
> c) launch mysql upgrade script : etc/upgrade/schema.mysql-4.0-4.1.pl
>
> d) update the schema (I suppose the best is with the following) :
>
> /opt/rt3/sbin/rt-setup-database --dba root
> --prompt-for-dba-password --action upgrade
>
> Unfortunately the mysql upgrade script fails :
>
> [root]# perl rt-3.8.0/etc/upgrade/schema.mysql-4.0-4.1.pl rt3 rt_user x
> DBD::mysql::db column_info failed: column_info doesn't support column 
> selection at rt-3.8.0/etc/upgrade/schema.mysql-4.0-4.1.pl line 227.
> DBD::mysql::db column_info failed: column_info doesn't support column 
> selection at rt-3.8.0/etc/upgrade/schema.mysql-4.0-4.1.pl line 227.
>
> Also, I am not sure if I have to run this mysql update script ...
>
> I do not know what is the default Mysql character set in 4.0 and
> I do not know how to set it in the new Mysql 5.0... The systems both
> have locale set to en_US.UTF-8...
>
> Thanks for advices.
>
> JM
>   
Like a previous reply mentioned, it has to do with the DBD::mysql 3.x 
not supporting that method.. the 4.x does work. I believe this issue is 
addressed in the newer release candidates.

Also I would be cautious with 4.007, it apparently introduced a bug that 
happens to a few people where the db connections timeout causing 
mod_perl/fastcgi etc to seg fault on each dead connection until it 
reconnects them. The cause of the bug i don't know the details 100% (I 
think broken keep-alive or something), but I basically downgraded back 
to the Debian packaged 3.x for stability. I heard 4.006 doesn't have the 
issue though.

Curtis
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[rt-users] Shredder Indexes

[Curtis Bruneau]

I'm just curious if the Indexes recommended by the old RTx-Shredder-0.07 
documentation are still recommended, I would assume yes unless the 
queries have changed. I know a few were added to the default schema, but 
there's a couple others. I'm just wondering since the indexes can be 
rather large and take up quite a bit of memory if you want to cache them 
in the memory buffer. I'm guessing some may be redundant with MySQL 
5.x's index_merge.. 
http://dev.mysql.com/doc/refman/5.0/en/index-merge-optimization.html

CREATE INDEX SHREDDER_TXN1 ON Transactions(ReferenceType, OldReference);
CREATE INDEX SHREDDER_TXN2 ON Transactions(ReferenceType, NewReference);
CREATE INDEX SHREDDER_TXN3 ON Transactions(Type, OldValue);
CREATE INDEX SHREDDER_TXN4 ON Transactions(Type, NewValue);



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[rt-users] ScripActions

[Curtis Bruneau]

I'm trying to upgrade our RT instance. I was going through the 
etc/initialdata and I noticed the 'Extract Subject Tag' action for 
lib/RT/Action/ExtractSubjectTag.pm wasn't in the upgrade scripts for 
ScripActions, also the related Scrip "On transaction, add any tags in 
the transaction's subject to the ticket's subject", is this required?

This is a question for anyone using the ExtractCustomFieldValues custom 
action that was available on the wiki. Has anyone tried it in 3.8 yet? 
Are there any known issues?

Thanks,
Curtis
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Re: [rt-users] Shrink CGM Table option?

[Curtis Bruneau]

I just tried the mentioned patch, it works much nicer, it uses around 
165-220mb.

Curtis.

Ruslan Zakirov wrote:
> Try attached patch.
>
> On Tue, Jul 29, 2008 at 5:50 PM, Curtis Bruneau <[EMAIL PROTECTED]> wrote:
>   
>> Is there any way to get etc/upgrade/shrink_cgm_table.pl to do it's thing
>> in pieces? I believe we have many rows in the cgm table and it's causing
>> perl to take up to 2gb of memory eventually causing oom to invoke
>> killing mysql or simply just crashing before it can.
>>
>> Thanks for your time,
>> Curtis
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[rt-users] Shrink CGM Table option?

[Curtis Bruneau]

Is there any way to get etc/upgrade/shrink_cgm_table.pl to do it's thing 
in pieces? I believe we have many rows in the cgm table and it's causing 
perl to take up to 2gb of memory eventually causing oom to invoke 
killing mysql or simply just crashing before it can.

Thanks for your time,
Curtis
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Re: [rt-users] DB upgrade from 3.4.4 to 3.8.0.

[Curtis Bruneau]

Curtis Bruneau wrote:
> Curtis Bruneau wrote:
>> I'm having an issue with the mysql 4.0 -> 4.1 conversion, the script 
>> performs ok (i had to update my DBD::mysql) it generates the proper 
>> SQL, I went a step further and merged each tables ALTER into two 
>> commands (before-after) so our bigger tables didn't have to dump more 
>> then it needs to (very time consuming)..
>>
>> I have run into an issue with our Users table, we have several emails 
>> with french accents (é) that seem to convert properly but the UNIQUE 
>> contraint complains that é and e are the same, I had tried removing 
>> the constraint and it converts but won't let me add the index again, 
>> i had to change my client charset to view the chars properly in mysql 
>> client once converted to utf8 from latin1. Does anyone know how I can 
>> solve this? Does the server need a setting to differentiate the two 
>> in UTF8?
>>
>> Thanks
>>
>> Curtis
>>
> Interesting to note for Users, when i do a direct conversion (skip the 
> first alter) it seems to work out fine, it's able to differentiate the 
> two chars. Also something to note we sometimes have emails show up 
> with accents so the ascii char set for EmailAddress breaks the char 
> where the old latin1 was fine, whether or not those chars are valid 
> emails i'm not sure but if the user sets it as that it will be 
> recognized. Below is an example of both conversions. I'll probably 
> have to apply my own logic to some of these conversions to make sure 
> they go ok, I'll be testing shortly not that the tables have somewhat 
> converted.
>
>
> ##DIRECT
> mysql> ALTER TABLE Users DEFAULT CHARACTER SET 
> utf8; 
>   
>
> Query OK, 183991 rows affected (6.97 sec)
> Records: 183991  Duplicates: 0  Warnings: 0
>   
>   
>
> mysql> ALTER TABLE Users MODIFY WebEncoding VARCHAR(16) CHARACTER SET 
> ascii NULL DEFAULT NULL, MODIFY AuthSystem VARCHAR(30) CHARACTER SET 
> utf8 NULL DEFAULT NULL, MODIFY MobilePhone VARCHAR(30) CHARACTER SET 
> utf8 NULL DEFAULT NULL, MODIFY WorkPhone VARCHAR(30) CHARACTER SET 
> utf8 NULL DEFAULT NULL, MODIFY PagerPhone VARCHAR(30) CHARACTER SET 
> utf8 NULL DEFAULT NULL, MODIFY ExternalContactInfoId VARCHAR(100) 
> CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY ContactInfoSystem 
> VARCHAR(30) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY HomePhone 
> VARCHAR(30) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY Address1 
> VARCHAR(200) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY 
> ExternalAuthId VARCHAR(100) CHARACTER SET utf8 NULL DEFAULT NULL, 
> MODIFY NickName VARCHAR(16) CHARACTER SET utf8 NULL DEFAULT NULL, 
> MODIFY Address2 VARCHAR(200) CHARACTER SET utf8 NULL DEFAULT NULL, 
> MODIFY Timezone VARCHAR(50) CHARACTER SET ascii NULL DEFAULT NULL, 
> MODIFY RealName VARCHAR(120) CHARACTER SET utf8 NULL DEFAULT NULL, 
> MODIFY City VARCHAR(100) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY 
> EmailAddress VARCHAR(120) CHARACTER SET ascii NULL DEFAULT NULL, 
> MODIFY EmailEncoding VARCHAR(16) CHARACTER SET ascii NULL DEFAULT 
> NULL, MODIFY State VARCHAR(100) CHARACTER SET utf8 NULL DEFAULT NULL, 
> MODIFY Zip VARCHAR(16) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY 
> Organization VARCHAR(200) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY 
> Lang VARCHAR(16) CHARACTER SET ascii NULL DEFAULT NULL, MODIFY Gecos 
> VARCHAR(16) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY Country 
> VARCHAR(50) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY Name 
> VARCHAR(200) CHARACTER SET utf8 NOT NULL DEFAULT '';
> Query OK, 183991 rows affected, 34 warnings (5.19 sec)
> Records: 183991  Duplicates: 0  Warnings: 0
>
> ## BINARY CONVERT
> mysql> ALTER TABLE Users DROP INDEX Users1;
> Query OK, 183991 rows affected (4.97 sec)
> Records: 183991  Duplicates: 0  Warnings: 0
>
> mysql> ALTER TABLE Users DEFAULT CHARACTER SET utf8;
> Query OK, 183991 rows affected (6.95 sec)
> Records: 183991  Duplicates: 0  Warnings: 0
>
> mysql> ALTER TABLE Users MODIFY WebEncoding VARBINARY(16) NULL DEFAULT 
> NULL, MODIFY AuthSystem VARBINARY(30) NULL DEFAULT NULL, MODIFY PGPKey 
> BLOB NULL DEFAULT NULL, MODIFY Password VARBINARY(40) NULL DEFAULT 
> NULL, MODIFY MobilePhone VARBINARY(30) NULL DEFAULT NULL, MODIFY 
> WorkPhone VARBINARY(30) NULL DEFAULT NULL, MODIFY PagerPhone 
> VARBINARY(30) NULL DEFAULT NULL, MODIFY ExternalContactInfoId 
> VARBINARY(100) NULL DEFAULT NULL, MODIFY ContactInfoSystem 
> VARBINARY(30) NULL DEFAULT N

Re: [rt-users] DB upgrade from 3.4.4 to 3.8.0.

[Curtis Bruneau]

Curtis Bruneau wrote:
> I'm having an issue with the mysql 4.0 -> 4.1 conversion, the script 
> performs ok (i had to update my DBD::mysql) it generates the proper 
> SQL, I went a step further and merged each tables ALTER into two 
> commands (before-after) so our bigger tables didn't have to dump more 
> then it needs to (very time consuming)..
>
> I have run into an issue with our Users table, we have several emails 
> with french accents (é) that seem to convert properly but the UNIQUE 
> contraint complains that é and e are the same, I had tried removing 
> the constraint and it converts but won't let me add the index again, i 
> had to change my client charset to view the chars properly in mysql 
> client once converted to utf8 from latin1. Does anyone know how I can 
> solve this? Does the server need a setting to differentiate the two in 
> UTF8?
>
> Thanks
>
> Curtis
>
Interesting to note for Users, when i do a direct conversion (skip the 
first alter) it seems to work out fine, it's able to differentiate the 
two chars. Also something to note we sometimes have emails show up with 
accents so the ascii char set for EmailAddress breaks the char where the 
old latin1 was fine, whether or not those chars are valid emails i'm not 
sure but if the user sets it as that it will be recognized. Below is an 
example of both conversions. I'll probably have to apply my own logic to 
some of these conversions to make sure they go ok, I'll be testing 
shortly not that the tables have somewhat converted.


##DIRECT
mysql> ALTER TABLE Users DEFAULT CHARACTER SET 
utf8;   


Query OK, 183991 rows affected (6.97 sec)
Records: 183991  Duplicates: 0  Warnings: 0

 

mysql> ALTER TABLE Users MODIFY WebEncoding VARCHAR(16) CHARACTER SET 
ascii NULL DEFAULT NULL, MODIFY AuthSystem VARCHAR(30) CHARACTER SET 
utf8 NULL DEFAULT NULL, MODIFY MobilePhone VARCHAR(30) CHARACTER SET 
utf8 NULL DEFAULT NULL, MODIFY WorkPhone VARCHAR(30) CHARACTER SET utf8 
NULL DEFAULT NULL, MODIFY PagerPhone VARCHAR(30) CHARACTER SET utf8 NULL 
DEFAULT NULL, MODIFY ExternalContactInfoId VARCHAR(100) CHARACTER SET 
utf8 NULL DEFAULT NULL, MODIFY ContactInfoSystem VARCHAR(30) CHARACTER 
SET utf8 NULL DEFAULT NULL, MODIFY HomePhone VARCHAR(30) CHARACTER SET 
utf8 NULL DEFAULT NULL, MODIFY Address1 VARCHAR(200) CHARACTER SET utf8 
NULL DEFAULT NULL, MODIFY ExternalAuthId VARCHAR(100) CHARACTER SET utf8 
NULL DEFAULT NULL, MODIFY NickName VARCHAR(16) CHARACTER SET utf8 NULL 
DEFAULT NULL, MODIFY Address2 VARCHAR(200) CHARACTER SET utf8 NULL 
DEFAULT NULL, MODIFY Timezone VARCHAR(50) CHARACTER SET ascii NULL 
DEFAULT NULL, MODIFY RealName VARCHAR(120) CHARACTER SET utf8 NULL 
DEFAULT NULL, MODIFY City VARCHAR(100) CHARACTER SET utf8 NULL DEFAULT 
NULL, MODIFY EmailAddress VARCHAR(120) CHARACTER SET ascii NULL DEFAULT 
NULL, MODIFY EmailEncoding VARCHAR(16) CHARACTER SET ascii NULL DEFAULT 
NULL, MODIFY State VARCHAR(100) CHARACTER SET utf8 NULL DEFAULT NULL, 
MODIFY Zip VARCHAR(16) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY 
Organization VARCHAR(200) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY 
Lang VARCHAR(16) CHARACTER SET ascii NULL DEFAULT NULL, MODIFY Gecos 
VARCHAR(16) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY Country 
VARCHAR(50) CHARACTER SET utf8 NULL DEFAULT NULL, MODIFY Name 
VARCHAR(200) CHARACTER SET utf8 NOT NULL DEFAULT '';
Query OK, 183991 rows affected, 34 warnings (5.19 sec)
Records: 183991  Duplicates: 0  Warnings: 0

## BINARY CONVERT
mysql> ALTER TABLE Users DROP INDEX Users1;
Query OK, 183991 rows affected (4.97 sec)
Records: 183991  Duplicates: 0  Warnings: 0

mysql> ALTER TABLE Users DEFAULT CHARACTER SET utf8;
Query OK, 183991 rows affected (6.95 sec)
Records: 183991  Duplicates: 0  Warnings: 0

mysql> ALTER TABLE Users MODIFY WebEncoding VARBINARY(16) NULL DEFAULT 
NULL, MODIFY AuthSystem VARBINARY(30) NULL DEFAULT NULL, MODIFY PGPKey 
BLOB NULL DEFAULT NULL, MODIFY Password VARBINARY(40) NULL DEFAULT NULL, 
MODIFY MobilePhone VARBINARY(30) NULL DEFAULT NULL, MODIFY WorkPhone 
VARBINARY(30) NULL DEFAULT NULL, MODIFY PagerPhone VARBINARY(30) NULL 
DEFAULT NULL, MODIFY ExternalContactInfoId VARBINARY(100) NULL DEFAULT 
NULL, MODIFY ContactInfoSystem VARBINARY(30) NULL DEFAULT NULL, MODIFY 
HomePhone VARBINARY(30) NULL DEFAULT NULL, MODIFY Address1 
VARBINARY(200) NULL DEFAULT NULL, MODIFY ExternalAuthId VARBINARY(100) 
NULL DEFAULT NULL, MODIFY Comments TEXT CHARACTER SET utf8 NULL DEFAULT 
NULL, MODIFY NickName VARBINARY(16) NULL DEFAULT NULL, MODIFY Address2 
VARBINARY(200) NULL DEFAULT NULL, MODIFY Timezone VARBINARY(50) NULL 
DEFAULT NULL, MODIFY FreeformContactInfo TEXT CHARACTER SET utf8 NUL

[rt-users] DB upgrade from 3.4.4 to 3.8.0.

[Curtis Bruneau]

I'm having an issue with the mysql 4.0 -> 4.1 conversion, the script 
performs ok (i had to update my DBD::mysql) it generates the proper SQL, 
I went a step further and merged each tables ALTER into two commands 
(before-after) so our bigger tables didn't have to dump more then it 
needs to (very time consuming)..

I have run into an issue with our Users table, we have several emails 
with french accents (é) that seem to convert properly but the UNIQUE 
contraint complains that é and e are the same, I had tried removing the 
constraint and it converts but won't let me add the index again, i had 
to change my client charset to view the chars properly in mysql client 
once converted to utf8 from latin1. Does anyone know how I can solve 
this? Does the server need a setting to differentiate the two in UTF8?

Thanks

Curtis
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Re: [rt-users] Problematic Search/Display Query

[Curtis Bruneau]

To add detail to my issue it seems to only happen when clicking from a 
Search/Results.html link, but it doesn't appear to be referrer based 
because if you turn them off it still happens, which makes me think it's 
possibly a session variable that's triggering it? Refreshes or direct 
url doesn't do it either.. for example here is the query output when 
clicking from the search results with surrounding queries.. They may be 
from tickets but the behavior is the same.

233 Query   SELECT ACL.id, ACL.ObjectType, ACL.ObjectId FROM ACL, 
Principals, CachedGroupMembers WHERE (ACL.RightName = 'SuperUser' OR 
ACL.RightName = 'ShowTicketComments') AND Principals.id = 
ACL.PrincipalId AND Principals.PrincipalType = 'Group' AND 
Principals.Disabled = 0 AND CachedGroupMembers.GroupId  = 
ACL.PrincipalId AND CachedGroupMembers.GroupId  = Principals.id AND 
CachedGroupMembers.MemberId = 12 AND CachedGroupMembers.Disabled = 0  
AND ((ACL.ObjectType = 'RT::System' AND ACL.ObjectId = 1) OR 
(ACL.ObjectType = 'RT::Queue' AND ACL.ObjectId = 1) OR (ACL.ObjectType = 
'RT::Ticket' AND ACL.ObjectId = 3)) LIMIT 1
233 Query   SELECT main.* FROM Tickets main  WHERE (main.Status != 
'deleted') AND ( ( main.Subject LIKE '%e%' ) ) AND (main.Effecti
veId = main.id) AND (main.Type = 'ticket')  ORDER BY main.id ASC
33 Query   SELECT  * FROM Users WHERE id = '12'

And this is what happens from anywhere else, the query is missing and 
working as intended.

245 Query   SELECT ACL.id, ACL.ObjectType, ACL.ObjectId FROM ACL, 
Principals, CachedGroupMembers WHERE (ACL.RightName = 'SuperUser' OR 
ACL.RightName = 'ShowTicketComments') AND Principals.id = 
ACL.PrincipalId AND Principals.PrincipalType = 'Group' AND 
Principals.Disabled = 0 AND CachedGroupMembers.GroupId  = 
ACL.PrincipalId AND CachedGroupMembers.GroupId  = Principals.id AND 
CachedGroupMembers.MemberId = 12 AND CachedGroupMembers.Disabled = 0  
AND ((ACL.ObjectType = 'RT::System' AND ACL.ObjectId = 1) OR 
(ACL.ObjectType = 'RT::Queue' AND ACL.ObjectId = 1) OR (ACL.ObjectType = 
'RT::Ticket' AND ACL.ObjectId = 2)) LIMIT 1
245 Query   SELECT  * FROM Users WHERE id = '12'


Does anyone have any idea how to fix this? Is this suppose to happen? 
Any kind of confirmation would be great.

Curtis

Curtis Bruneau wrote:
> Just an update, I have reinstalled the machine in attempt to solve 
> this problem, I am using etch packaged apache2+mod_perl2 and mysql5 
> and the problem still occurs,  here is a trimmed sql output from a 
> Ticket/Display.html?id=x, attached is the full log for that one page 
> view.
>
> 233 Query   SELECT  * FROM Tickets WHERE id = '3' <- The query 
> which gets the ticket details.
> 233 Query   SELECT main.* FROM Tickets main  WHERE (main.Status != 
> 'deleted') AND ( ( main.Subject LIKE '%e%' ) ) AND (main.Effecti
> veId = main.id) AND (main.Type = 'ticket')  ORDER BY main.id ASC <- 
> the problem query derived from search criteria with no limit.
>
> Anyone know what it's used for? It's a dangerous query with 
> potentially large results. *Can anyone confirm if this happens to them?*
>
> I tried to use as many packages as possible that reasonably met the 
> version requirements, the others were done from source. make testdeps 
> comes back fine, I attempted to upgrade to the latest versions for 
> modules that could be related to the db/query. The module versions are 
> also attached.
>
> Thanks
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Re: [rt-users] Problematic Search/Display Query

[Curtis Bruneau]

Just an update, I have reinstalled the machine in attempt to solve this 
problem, I am using etch packaged apache2+mod_perl2 and mysql5 and the 
problem still occurs,  here is a trimmed sql output from a 
Ticket/Display.html?id=x, attached is the full log for that one page view.


233 Query   SELECT  * FROM Tickets WHERE id = '3' <- The query which 
gets the ticket details.
233 Query   SELECT main.* FROM Tickets main  WHERE (main.Status != 
'deleted') AND ( ( main.Subject LIKE '%e%' ) ) AND (main.Effecti
veId = main.id) AND (main.Type = 'ticket')  ORDER BY main.id ASC <- the 
problem query derived from search criteria with no limit.


Anyone know what it's used for? It's a dangerous query with potentially 
large results. *Can anyone confirm if this happens to them?*


I tried to use as many packages as possible that reasonably met the 
version requirements, the others were done from source. make testdeps 
comes back fine, I attempted to upgrade to the latest versions for 
modules that could be related to the db/query. The module versions are 
also attached.


Thanks

Curtis Bruneau wrote:

Greetings everyone,

We're having an issue with several versions of RT that are all fully 
functional aside from one aspect of operation.   The brief description 
of the problem is that when you go to /Ticket/Display.html?id= 
from a search page (/Search/Build.html or /Search/Simple.html  ) what 
appears to be happening is the search is saved in the session (normal) 
but it's getting queried on Display along with the other queries.  
This  appears to be an extra query of no use with a limitless result 
set. This is problematic because however many records your search 
returns the display will try to load all the records into the web 
server potentially causing the process to run out of memory.


Packaged OS Details:
-Debian Etch - kernel 2.6.18-6-amd64 x86_64 GNU/Linux
-apache2 2.2.3-4+etch4
-libapache2-mod-perl2 2.0.2-2.4
-mysql-server-5.0 5.0.51a-3~bpo40+1)
-perl v5.8.8

From source:
-libdbix-searchbuilder-perl_1.53-1
-libmodule-versions-report-perl_1.03-2
-libtext-quoted-perl-2.05-2

RT Versions Tested and Affected: 3.6.6, 3.7.85, 3.7.86, 3.8.0rc1
'make testdeps' in each RT version: PASSED

Steps to reproduce this problem:

1) Start with a clean installation and clean database.
2) Create a few tickets in the default "General" queue as root.
3) Enable mysql query logging

log = /var/log/mysql/mysql.log

Note: Without query logging on the database server you may not notice 
it unless your search returned thousands of records causing major 
slowness.


4)  Next, load the search page in your browser by adding the search 
criteria and then selecting "Update format and Search" ( 
Search/Build.html with a listing of the result set of your search). 
For this example I created 2 test tickets with similar subjects and 
made my search the subject for the text 'e' which will match both of 
my tickets. There idea here is to get a common result with multiple 
records to observe the general query on the db side.


5) Select one of the result tickets (/Ticket/Display.html?id=...)

6) **BUG LOADED HERE** -- the search clause, which appears to be 
stored in the session are used on the following query. The actual 
query used to display the data is separate and is limited by the 
Ticket ID.


Watch the query log for:

Query   SELECT main.* FROM Tickets main  WHERE (main.Status != 
'deleted') AND (main.Subject LIKE '%e%') AND (main.EffectiveId = 
main.id) AND (main.Type = 'ticket')  ORDER BY main.id ASC


As you can see the query will return as many records as it matches, 
potentially thousands or more. The same issue occurs regardless of the 
search criteria and will always have no limit - it's basically the 
same query as select count(*) when building the search results paging 
list, the displayed results also have the same but with a 
limit/offset. I can not seem to figure out why this is happening, the 
only reason I can think of as to why this query is needed is possibly 
some sort of count but the count is missing.


This problem does not occur when you go to the link directly with no 
referring URL or a non search page, it only seems to happen when a 
search is saved in the session. Could someone please test this to see 
if this has been overlooked as most installations wouldn't show any 
symptom of the problem until there were a large enough result set to 
cause system memory exhaustion. If you aren't observing this problem I 
wouldn't mind knowing as well.


Thank you in advance,





080718 11:32:17 233 Query   SELECT  * FROM Users WHERE Name = 
'RT_System'
233 Query   SELECT  * FROM Users WHERE Name = 'Nobody'
233 Query   SELECT 
GET_LOCK('Apache-Session-c1a988c47cd483e4

[rt-users] 3.8.0 Install

[Curtis Bruneau]

Is there a way to explicitly turn off the standalone server during 
install/compile? the previous versions didn't force it. I'm trying to 
stay away from the extra perl modules as I don't believe I'll be using 
it at all. I've tried various configure switches but it doesn't appear 
to be possible. If this is ignorable that would be fine too..

./configure --with-web-handler=modperl2 --with-db-type=mysql --enable-gd

STANDALONE missing dependencies:
Net::Server::PreFork...MISSING
HTTP::Server::Simple >= 0.34...MISSING
HTTP::Server::Simple::Mason >= 0.09...MISSING
Net::Server...MISSING

Any suggestions would be great..

Curtis
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[rt-users] Search->Display Oddity

[Curtis Bruneau]

I'm not sure if this a common issue, from RT sites I have tried it seems 
to have similar symptoms. Basically this is what happens, when you do a 
search regardless of what criteria the Ticket/Display.html page attempts 
do to a limitless query based on the same criteria, effectively loading 
potentially thousands of rows into the web daemon's memory. This isn't 
very noticeable unless you have several thousand tickets, but the 
query.log does show the query being ran. On our system this really 
grinds when searching for resolved tickets that has over 200k records. 
The search itself is fine but the ticket display gets the whole search 
result in 1 shot for no apparent reason, is this suppose to be a 
count()? The query looks like the following, only the where clauses will 
change based on your search.

SELECT main.* FROM Tickets main  WHERE (main.Status != 'deleted') AND 
(main.Status = 'resolved') AND (main.EffectiveId = main.id) AND 
(main.Type = 'ticket')  ORDER BY main.id ASC

This is probably the worst case scenario for us, over 200k+ results but 
the pattern remains the same, unlimited results loaded into Display.html

Curtis.
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