[rt-users] Data corruption with DBD::Pg 3.3.0
On Wed, Aug 06, 2014 at 12:43:35PM -0400, Alex Vandiver wrote: On 08/06/2014 12:38 PM, saxmad wrote: I'm on RT release 4.0.7 (form the Debian backports repo), with no imminent upgrade in mind, so that should be fine. No, it shouldn't be; re-read my message. DBD::Pg 3.3.0 breaks _all_ versions of RT. You _will_ have data corruption if you install DBD::Pg on your version of RT. This is a pretty serious issue. I don't see any sign of a bug against DBD::Pg in the CPAN bugtracker, and Debian now has 3.3.0 in unstable and testing. Could you say a bit more about the problem and what plans there are to fix/workaround it for RT? Forcing a lower version of DBD::Pg isn't a practical option in a packaged environment like Debian. Cheers, Domninic. -- Dominic Hargreaves, Systems Development and Support Section IT Services, University of Oxford signature.asc Description: Digital signature -- RT Training - Boston, September 9-10 http://bestpractical.com/training
Re: [rt-users] Upgrade History shows Upgrade Incomplete
On Thu, May 22, 2014 at 04:33:01PM -0400, Kevin Falcone wrote: On Wed, May 21, 2014 at 04:23:15PM -0400, Nathan Baker wrote: On Wed, May 21, 2014 at 1:22 PM, Kevin Falcone [1]falc...@bestpractical.com wrote: On Wed, May 21, 2014 at 11:33:20AM -0400, Nathan Baker wrote: Hello everyone, I just upgraded from 4.0.6 to 4.2.3 using the Debian packages. ? During the database upgrade, I received a few errors: I'm guessing you set up a new machine, installed request-tracker4 from testing, restored your database and then did the upgrade? Actually this is on a system that was running 4.0.6 previously. ? I just did apt-get install request-tracker4 (using the testing repository) and it upgraded all the packages.? I find that surprising, since you had a 4.2 only table. You have an unclean database with 4.2 tables in it, and you're tripping over some of the code we added to help RT handle that more gracefully. What I'm wondering is how I can tell if the database is unclean or if it's okay. ? The upgrade history section in System Configuration shows that it did Upgrade from 4.0.19 to 4.2.3 once without errors, and then it did it again and it says (Incomplete). ? Maybe that doesn't actually mean it tried twice though, I'm not sure. oh. You cannot safely upgrade RT like that. Restore from a backup and upgrade cleanly. I wouldn't trust a database that had run the upgrades twice. Ah, I had always assumed that updates were idempotent. Sounds like we need to adjust the error handling in the Debian package then. (What I think happened in Nathan's case was that the upgrade itself went okay but something else went wrong in the package postinst). -- Dominic Hargreaves, Systems Development and Support Section IT Services, University of Oxford, 13 Banbury Road, Oxford, OX2 6NN signature.asc Description: Digital signature -- RT Training - Boston, September 9-10 http://bestpractical.com/training
Re: [rt-users] Incoming email address
On Mon, May 19, 2014 at 01:40:39PM +, Flynn, Peter wrote: I am setting up a test instance of rt as part of our investigation of a replacement for our current helpdesk system. So far it's up and running nicely on a virtual host under Apache, and I've been adding some test users and queues. I can't find any documentation on how best to set up the email responder. There are descriptions of the variables in the docs, but there doesn't seem to be any description of what the receiver email address is or how/where to configure it. The server has sendmail configured, but what address would a customer send a query to? You need to set up some pipe aliases using rt-mailgate: http://www.bestpractical.com/docs/rt/4.2/rt-mailgate.html Cheers, Dominic. -- Dominic Hargreaves, Systems Development and Support Section IT Services, University of Oxford, 13 Banbury Road, Oxford, OX2 6NN signature.asc Description: Digital signature -- RT Training - Dallas May 20-21 http://bestpractical.com/training
Re: [rt-users] RT 4.2 packages in Debian experimental; RT debian users in general
On Sun, Mar 23, 2014 at 01:36:41PM +, Dominic Hargreaves wrote: Hi all, I meant to send this round a while ago but evidently forgot. RT 4.2 has been in Debian experimental for a few weeks and I'm looking for testers and general feedback, especially if you are familar with RT in Debian already. Please bear in mind that experimental means experimental, and although I think the packages are close to being ready, they still might eat your data. I'm especially interested in hearing how upgrades (in test environments) from your RT 4.0 installs work out. I'm also interested in hearing about people who are using RT from wheezy-backports; in particular whether you would be interested in RT 4.2 appearing there soon, or whether you would want to stick with RT 4.0. This might affect how we manage the release of RT4.2 into the world. The most likely scenario is that RT 4.2 is released as request-tracker4, as per the experimental packages, which somewhat cuts of the maintenance path for RT 4.0 in wheezy-backports - but we could look at providing a separate semi-official repository for people who want to RT 4.0. If you send feedback to the list, please copy me in at d...@debian.org. request-tracker4 4.2.3-2 has now been uploaded to Debian unstable and should migrate to testing after 10 days if no serious problems are found. All the above about wheezy-backports still applies. All of the core dependencies of RT 4.2 are now in wheezy-backports so you can test out the 4.2.3-2 by downloading the .deb files manually and then running apt-get -f install to resolve the missing dependencies (I don't recommend doing this on a production system!) Dominic. -- Dominic Hargreaves, Systems Development and Support Section IT Services, University of Oxford signature.asc Description: Digital signature -- RT Training - Dallas May 20-21 http://bestpractical.com/training
[rt-users] RT 4.2 packages in Debian experimental; RT debian users in general
Hi all, I meant to send this round a while ago but evidently forgot. RT 4.2 has been in Debian experimental for a few weeks and I'm looking for testers and general feedback, especially if you are familar with RT in Debian already. Please bear in mind that experimental means experimental, and although I think the packages are close to being ready, they still might eat your data. I'm especially interested in hearing how upgrades (in test environments) from your RT 4.0 installs work out. I'm also interested in hearing about people who are using RT from wheezy-backports; in particular whether you would be interested in RT 4.2 appearing there soon, or whether you would want to stick with RT 4.0. This might affect how we manage the release of RT4.2 into the world. The most likely scenario is that RT 4.2 is released as request-tracker4, as per the experimental packages, which somewhat cuts of the maintenance path for RT 4.0 in wheezy-backports - but we could look at providing a separate semi-official repository for people who want to RT 4.0. If you send feedback to the list, please copy me in at d...@debian.org. Thanks, Dominic. -- Dominic Hargreaves, Systems Development and Support Section IT Services, University of Oxford signature.asc Description: Digital signature -- RT Training - Dallas May 20-21 http://bestpractical.com/training
Re: [rt-users] installing rt on debian
And that 4.0.18 is also on wheezy-backports. 4.0.19 and 4.2.x is still to come - I have been delayed for various reasons but I'm hoping to get them out within the month. On Wed, Feb 12, 2014 at 01:34:45PM +, Paul Stead wrote: Hi! The testing branch currently has 4.0.18 - http://packages.qa.debian.org/r/request-tracker4.html Nothing currently for 4.2.X We use the fastcgi version of RT - here's a snippet from my confs 8 VirtualHost rt.mydomain.com:443 ServerAdmin webmas...@rt.mydomain.commailto:webmas...@rt.mydomain.com DocumentRoot /usr/share/request-tracker4/html/ ServerName rt.mydomain.com Location / Order allow,deny Allow from all Options +ExecCGI AddHandler fastcgi-script fcgi /Location Include /etc/request-tracker4/apache2-fastcgi.conf /VirtualHost 8 /etc/request-tracker4/apache2-fastcgi.conf is included in the Debian package install. Paul On 12/02/14 13:11, norman wrote: Hello. I am new to linux and installing packages. Is there a good step by step guide on how to set up rt 4.2.2 on debian? I think i have done most of the install but always get stuck on the web server part of it. I will be using debian 7 with mysql and perl version 1.96. My web server will be apache 2 Also, is there a repository that always has the latest version? The difault debian repositorys only have version 4.0.7 Any help is appreciated. -- Paul Stead Systems Engineer, Zen Internet T: 01706 902009 -- RT Training London, March 19-20 and Dallas May 20-21 http://bestpractical.com/training -- Dominic Hargreaves, Systems Development and Support Section IT Services, University of Oxford, 13 Banbury Road, Oxford, OX2 6NN signature.asc Description: Digital signature -- RT Training London, March 19-20 and Dallas May 20-21 http://bestpractical.com/training
Re: [rt-users] Debian Repositories: Upgrade from 4.0.17 to 4.0.17
On Thu, Oct 10, 2013 at 08:52:33AM +0200, Sakhi Hadebe wrote: I had some issues with upgrade and decided to reverse everything as it is a production system. What is not clear is that: Should I download the rt4.0.17 package and its dependencies and install it manually? Please keep emails on the mailing list rather than mailing me personally. You can downgrade packages in Debian using, eg: apt-get install request-tracker4=version number where version number in this case will be 4.0.7-5+deb7u2. You might have to explicitly list the other packages such as rt4-clients, rt4-apache, etc., in such a command line. You'll also want to check whether any of the database upgrades between 4.0.7 and 4.0.17 are backwards-incompatible; I don't know OTTOMH. Dominic. -- Dominic Hargreaves, Systems Development and Support Section IT Services, University of Oxford, 13 Banbury Road, Oxford, OX2 6NN signature.asc Description: Digital signature
Re: [rt-users] Debian Repositories: Upgrade from 4.0.17 to 4.0.17
On Tue, Oct 08, 2013 at 01:54:58PM +0200, Sakhi Hadebe wrote: Has anyone upgraded to 4.0.17 using the debian repositories. I am running 4.0.7 and want to upgrade to the newest release 4.0.17. I don't have information about how many people are using it in production yet, but I recently uploaded 4.0.17 to Debian stable backports (currently 4.0.17-1~bpo70+1). Have a look at http://backports.debian.org/Instructions/ for more information. -- Dominic Hargreaves, Systems Development and Support Section IT Services, University of Oxford, 13 Banbury Road, Oxford, OX2 6NN signature.asc Description: Digital signature -- RT Training in New York, October 8th and 9th: http://bestpractical.com/training
Re: [rt-users] Can't load UntouchedInHours module
On Thu, Aug 29, 2013 at 05:39:33PM +, Elliott, Kevin C (DOR) wrote: root@DorJnuASD-RT:~/Bin# ls -la /usr/share/request-tracker4/lib/RT/Condition/ total 60 drwxr-xr-x 2 root root 4096 Aug 29 09:24 . drwxr-xr-x 17 root root 4096 Jun 11 11:27 .. -rw-r--r-- 1 root root 2247 May 22 09:49 AnyTransaction.pm -rw-r--r-- 1 root root 2742 May 22 09:49 BeforeDue.pm -rw-r--r-- 1 root root 2677 May 22 09:49 CloseTicket.pm -rw-r--r-- 1 root root 2475 May 22 09:49 Overdue.pm -rw-r--r-- 1 root root 2351 May 22 09:49 OwnerChange.pm -rw-r--r-- 1 root root 2356 May 22 09:49 PriorityChange.pm -rw-r--r-- 1 root root 2325 May 22 09:49 PriorityExceeds.pm -rw-r--r-- 1 root root 2306 May 22 09:49 QueueChange.pm lrwxrwxrwx 1 root root9 Aug 29 08:37 RCS - /root/RCS -rw-r--r-- 1 root root 2829 May 22 09:49 ReopenTicket.pm -rw-r--r-- 1 root root 4593 May 22 09:49 StatusChange.pm -rw-r--r-- 1 root root 800 Aug 29 09:23 UntouchedInHours.pm -rw-r--r-- 1 root root 2458 May 22 09:49 UserDefined.pm Hi, Probably not related to your problem, but I really recommend not putting locally installed files in /usr/share as that space is reserved for the package manager (dpkg) and you could end up with overwritten files there (plus it's difficult to see what came from where). /usr/local/share/request-tracker4/lib exists for this purpose so you could move that file into /usr/local/share/request-tracker4/lib/RT/Condition/ Cheers, Dominic. -- Dominic Hargreaves, Systems Development and Support Section IT Services, University of Oxford, 13 Banbury Road, Oxford, OX2 6NN signature.asc Description: Digital signature
Re: [rt-users] Using fastCGI or not??
The package you're looking for is libapache2-mod-perl2. Cheers, Dominic. On Fri, Jul 05, 2013 at 08:44:28AM +0200, Alex Decalli wrote: Oh my God, I think it doesn't use mod_perl either! Is it possible to work without them? I am doing this: dpkg -l | grep mod_perl And I have nothing! Is it the way I should check? On Fri, Jul 5, 2013 at 8:25 AM, Alex Decalli alexdecall...@gmail.comwrote: Apparently it is using mod_perl (I read it is either fast CGI or mod_perl, so this should be mod_perl). And about proxy, honestly, I don't know. I have been working on this server for like 4 days, years ago, someone else had run it and he has left so we have no info. Does it cause problem? How can I check if it is using proxy? I look for it while I am waiting for your replies, we have problem in response time and this might be the reason. Please send me if you know something and tell me how to check if there's a proxy being used, I am also newbie in RT. On Thu, Jul 4, 2013 at 6:38 PM, Ruslan Zakirov r...@bestpractical.comwrote: On Thu, Jul 4, 2013 at 4:14 PM, Alex Decalli alexdecall...@gmail.comwrote: Hi. We already don't use fastCGI, I want to know will the response time of RT through web increases if we use it? I'd appreciate if you can send me a document that can explain about it, I have been looking for it, and I don't find any answer :) What do you use instead? mod_perl? Do you have proxy in front of it? Regards -- Best regards, Ruslan. -- Dominic Hargreaves, Systems Development and Support Section IT Services, University of Oxford, 13 Banbury Road, Oxford, OX2 6NN signature.asc Description: Digital signature
Re: [rt-users] Using fastCGI or not??
In Debian systems the main configuration file is /etc/apache2/apache2.conf. (/etc/apache2/httpd.conf is mostly deprecated and has been removed completely in Debian 7 (wheezy)). Typically mod_perl will be enabled via symlinks in /etc/apache2/mods-enabled but you should ready apache2.conf and look in the directories referenced by any Include directives. The Debian packages recommend that you include Apache configuration snippets from /etc/request-tracker4. Dominic. On Fri, Jul 05, 2013 at 10:32:54AM +0200, Alex Decalli wrote: Thanks, apparently I got it: dpkg -l | grep libapache2-mod-perl2 ii libapache2-mod-perl2 2.0.4-7ubuntu1 Integration of perl with the Apache2 web server I don't know if I should ask this in another message or it is OK to ask here, but there is *NOTHING* in httpd conf file on this server, I mean it is empty, I have been reading this page: http://requesttracker.wikia.com/wiki/ManualApacheConfig and it says they should be configured, so where else might the administrator have configured it? do u have any idea? (and apache2.conf just includes httpd.conf and nothing else...) And please tell me if I should ask it in separate message On Fri, Jul 5, 2013 at 10:11 AM, Dominic Hargreaves dominic.hargrea...@it.ox.ac.uk wrote: The package you're looking for is libapache2-mod-perl2. Cheers, Dominic. On Fri, Jul 05, 2013 at 08:44:28AM +0200, Alex Decalli wrote: Oh my God, I think it doesn't use mod_perl either! Is it possible to work without them? I am doing this: dpkg -l | grep mod_perl And I have nothing! Is it the way I should check? On Fri, Jul 5, 2013 at 8:25 AM, Alex Decalli alexdecall...@gmail.com wrote: Apparently it is using mod_perl (I read it is either fast CGI or mod_perl, so this should be mod_perl). And about proxy, honestly, I don't know. I have been working on this server for like 4 days, years ago, someone else had run it and he has left so we have no info. Does it cause problem? How can I check if it is using proxy? I look for it while I am waiting for your replies, we have problem in response time and this might be the reason. Please send me if you know something and tell me how to check if there's a proxy being used, I am also newbie in RT. On Thu, Jul 4, 2013 at 6:38 PM, Ruslan Zakirov r...@bestpractical.com wrote: On Thu, Jul 4, 2013 at 4:14 PM, Alex Decalli alexdecall...@gmail.com wrote: Hi. We already don't use fastCGI, I want to know will the response time of RT through web increases if we use it? I'd appreciate if you can send me a document that can explain about it, I have been looking for it, and I don't find any answer :) What do you use instead? mod_perl? Do you have proxy in front of it? Regards -- Best regards, Ruslan. -- Dominic Hargreaves, Systems Development and Support Section IT Services, University of Oxford, 13 Banbury Road, Oxford, OX2 6NN -- Dominic Hargreaves, Systems Development and Support Section IT Services, University of Oxford, 13 Banbury Road, Oxford, OX2 6NN signature.asc Description: Digital signature
Re: [rt-users] Debian package status
On Sat, Mar 23, 2013 at 01:16:49PM +, Dominic Hargreaves wrote: I am planning to upload 4.0.10 to experimental in the next week or so. As for multiple concurrent versions, this isn't something the Debian packages are suited to. If you have a need for multiple concurrent versions, you will need to look at other options. On other hand, as long as you aren't using mod_perl in the same apache instance, you can quite happily run multiple instances of the same version; just make sure the configurations point to different databases and cache locations. 4.0.10 packages have been uploaded to Debian, but because they include a new binary package (for the HTML documentation - BPS, thanks for the handy devel script for generating this!) is sitting in a queue for manual processing. If you're impatient and happy with building your own package, have a look at the debian/4.0.10-1 tag in the repository at http://anonscm.debian.org/gitweb/?p=pkg-request-tracker/request-tracker4.git Cheers, Dominic. -- Dominic Hargreaves, Systems Development and Support Section IT Services, University of Oxford signature.asc Description: Digital signature
Re: [rt-users] Debian package status
On Sat, Mar 23, 2013 at 10:21:36PM +0800, Craig Ringer wrote: On 03/23/2013 09:16 PM, Dominic Hargreaves wrote: As for multiple concurrent versions, this isn't something the Debian packages are suited to. Agreed; it can work, but it's a pain. You can see this in the PostgreSQL packages for example - they handle concurrent versions reasonably well via the alternatives system and versioned config and data directories, but it does cause some confusion for users and admins. In the case of PostgreSQL it's absolutely necessary to enable low-pain upgrades so it's worth the price in complexity, but this probably isn't true for RT. Yes, between major releases, but that doesn't let run any arbitrary combinations of versions. We're doing much the same in Debian, (request-tracker3.6, request-tracker3.8, request-tracker4) which I should have mentioned, although I think we're hoping that the 4.x series will be maintained all in one package namespace to make things easier for users. Cheers, Dominic. -- Dominic Hargreaves, Systems Development and Support Section IT Services, University of Oxford signature.asc Description: Digital signature
Re: [rt-users] Debian package status
I am planning to upload 4.0.10 to experimental in the next week or so. As for multiple concurrent versions, this isn't something the Debian packages are suited to. If you have a need for multiple concurrent versions, you will need to look at other options. On other hand, as long as you aren't using mod_perl in the same apache instance, you can quite happily run multiple instances of the same version; just make sure the configurations point to different databases and cache locations. On Thu, Mar 21, 2013 at 01:32:56PM +0100, li...@muellers.ms wrote: Hello Dominic, Thanks a lot for your work! I am running 4.0.7-4 fine on Debian 7.0 wheezy. But what I am missing is the possibility to have multiple instances (prod/test) and multiple versions, e.g. I am now very much interested in 4.0.10 but of course if first want to test it. Is there perhaps an unofficial 4.0.10 dep repository somewhere ? Is it complicated to build a new deb if there is a new upstream version ? About the multiple version and instances, the Open Monitoring Distribution http://omdistro.org/ solved this very nice for nagios and friends, i wish something like that would exist for rt as well. jo The good news is that Debian backports now has 4.0.7 (I've just uploaded 4.0.7-4~bpo60+1 which has a few extra fixes compared to 4.0.7-2~bpo60+1). The bad news is that since Debian is in freeze, 4.0.9 or above won't be hitting Debian any time soon (except possibly experimental, if someone asks nicely :) However, I do encourage people who are using the Debian packages to report bugs that affect them to the BTS even if they are fixed in newer upstream releases; if they seem serious enough, it's still possible to fix important bugs in Debian before the release. -- Dominic Hargreaves, Systems Development and Support Section IT Services, University of Oxford signature.asc Description: Digital signature
Re: [rt-users] Redacting details from ticket emails?
On Thu, Feb 28, 2013 at 09:15:38AM +0800, Craig Ringer wrote: I've noticed a feature we've come to rely on in Eventum, our old support system, that I can't seem to find in RT. It must've come up for people here so I'm wondering how you handle it. Sometimes customers send passwords and other details in by email. We don't want those floating around unencrypted in our database history, so we usually redact them from the email or delete the whole email from the ticket history via the web UI. There doesn't appear to be a facility for doing this in RT's UI. Will I need to write an extension for this? Seems like it going by: http://www.gossamer-threads.com/lists/rt/users/99401 http://www.gossamer-threads.com/lists/rt/devel/79279 but the latter includes a hint on how to go about it. If I get the chance to turn this into a nice extension with overlay I'll publish it and reply here. The shredder doesn't quite fit your use case, but it's a starting point; in RT 4 there is a basic Web UI for it (it's not integrated with the normal part of the user interface, so there's probably room for an extension which doesn't need you to manually type in the relevant transaction IDs. And the shredder will need superuser access too. I guess you'd want to be pretty careful about who you let erase data from the database in this way, so depending on your organisation this may or may not be an issue. http://bestpractical.com/rt/docs/4.0/RT/Shredder.html http://bestpractical.com/rt/docs/4.0/rt-shredder.html -- Dominic Hargreaves, Systems Development and Support Section IT Services, University of Oxford signature.asc Description: Digital signature -- RT training in Amsterdam, March 20-21: http://bestpractical.com/services/training.html Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T
Re: [rt-users] Ticket Image attach corruption
On Thu, Feb 07, 2013 at 03:21:43PM -0500, Joshua Lansford wrote: On 02/07/2013 02:43 PM, Jay Ashworth wrote: Question: do you guys make a point, at all, of evangelizing to distro maintainers and packagers that they package 4.x, or, more to the point pull 3.x*out* of repos? I checked and there are separate packages for rt4. I understand leaving the 3.8 around as not to surprise folks when they do a system upgrade. That wasn't the reason 12.04 LTS released with RT3.8, it was just because noone thought to remove it/suggest its removal early enough: https://bugs.launchpad.net/ubuntu/+source/request-tracker3.8/+bug/990516 It would have been nice if they had updated their wiki though. Which wiki, OOI? Quite a bummer as I just went live. I am going to try and set up a duplicate system on a virtual machine to test upgrade to 4.0. Thanks for pointing this out. I will be following this guide: http://blog.bestpractical.com/2011/07/upgrading-to-rt-4.html -- Dominic Hargreaves, Systems Development and Support Section IT Services, University of Oxford signature.asc Description: Digital signature -- Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T
Re: [rt-users] Ticket Image attach corruption
On Thu, Feb 07, 2013 at 12:03:55PM -0800, Thomas Sibley wrote: I don't think we'd advocate for pulling 3.8 packages entirely until it's officially EOL'd. Still, I believe there is an Ubuntu ticket in Launchpad about pulling 3.8 from the next distro version they release (opened by someone from the RT community). It's already gone from 12.10 and onwards, thankfully (I removed it from Debian unstable in May last year). -- Dominic Hargreaves, Systems Development and Support Section IT Services, University of Oxford signature.asc Description: Digital signature -- Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T
[rt-users] Debian package status / Full text indexing failure (invalid byte sequence for encoding UTF8)
On Fri, Feb 01, 2013 at 08:36:22PM -0500, Alex Vandiver wrote: On Fri, 2013-02-01 at 17:03 -0800, Ben Poliakoff wrote: We're currently running RT 4.0.5-3~bpo60+1 (from Debian backports) with Postgresql 8.4.12-0squeeze1. This is fixed in RT 4.0.9 and above, wich resolve this issue by skipping the attachment with bad data. RT 4.0.7 and above are better about not trusting emails which claim to be utf-8, which prevents the bad data from getting in in the first place, which is the likely cause here, and which older Pg allowed. The good news is that Debian backports now has 4.0.7 (I've just uploaded 4.0.7-4~bpo60+1 which has a few extra fixes compared to 4.0.7-2~bpo60+1). The bad news is that since Debian is in freeze, 4.0.9 or above won't be hitting Debian any time soon (except possibly experimental, if someone asks nicely :) However, I do encourage people who are using the Debian packages to report bugs that affect them to the BTS even if they are fixed in newer upstream releases; if they seem serious enough, it's still possible to fix important bugs in Debian before the release. -- Dominic Hargreaves, Systems Development and Support Section IT Services, University of Oxford signature.asc Description: Digital signature
Re: [rt-users] Plugin install in RT4 / Debian Squeeze
On Fri, Dec 14, 2012 at 05:01:17PM +0100, Patrick G. Stoesser wrote: Hello there, I have a RT4 system running on Debian Squueze, installed via Backports according to the install howto. So far, everything works fine, but when it comes to plugins, the hassle begins. I tried to get several plugins to work without success. As an example, I will focus on the Calendar plugin here. I installed the plugin via perl makefile.pl, make, make install which worked fine. The installation routine asked me for the path to RT.pm. which in my case was /usr/share/request-tracker4/lib. After adding # Plugins Set(@Plugins,(qw(RTx::Calendar))); # Calendar Plugin Set($HomepageComponents, [qw(QuickCreate Quicksearch MyCalendar MyAdminQueues MySupportQueues MyReminders RefreshHomepage)]); in a separate file in RT_SiteConfig.d and updating via update-rt-siteconfig-4 and restarting Apache, the Calendar plugin was loaded and could be chosen in the frontend. The problem begins now: As soon as chosen to being displayed, in the frontend an error occures: An internal RT error has occurred. Your administrator can find more details in RT's log files Well, the log says [error]: could not find component for path 'MyCalendar' (/usr/share/request-tracker4/lib/RT/Interface/Web/Handler.pm:209) and now I'm stuck as the accprding line says nothing to me. Has anybody dealed with the same issue? The local plugin path on Debian is /usr/local/share/request-tracker4/plugins. You may need to tweak the plugin Makefile.PL if it's not installing there. This is a weak area of the Debian packaging of RT (since we assume that you only install plugins from Debian packages). I'm not sure if it can be fixed in a generic way OTTOMH. -- Dominic Hargreaves, Systems Development and Support Section IT Services, University of Oxford signature.asc Description: Digital signature We're hiring! http://bestpractical.com/jobs
Re: [rt-users] Multi-tenant
On Wed, Dec 12, 2012 at 09:05:34AM -0800, Thomas Sibley wrote: On 12/12/2012 08:12 AM, CB wrote: Thanks. I understand that it's possible to have multiple queues. Is it possible to have a multi-tenant setup i.e. one RT install with each tenant having its own environment e.g. domain, users, admin rights etc. Each tenant can log in to its own domain and administer the system (for themselves without affecting anyone else). From what I can see there is one local config file for all of RT and it's not possible to specify multiple domains. Short answer: No. Slightly longer answer: maybe, depending on definitions? Whilst RT has a notion of a single domain, you are free to route emails from other domains into the system (and have queues set up to respond with those addresses). Together with the fine-grained permissions model, and the subject tags on queues it may be possible to configure a single RT instance which would meet the OP's requirements (although I guess user admin would be the one sticking point, so it might be necessary to arrange for a separate user provisioning add-on to support the specific use cases). Why would you prefer a single monolithic RT instance rather than a handful of separate ones? Efficiencies in administration overhead and hardware requirements (depending on the relative volume of transactions, of course) are two that spring to mind immediately. -- Dominic Hargreaves, Systems Development and Support Section IT Services, University of Oxford signature.asc Description: Digital signature We're hiring! http://bestpractical.com/jobs
Re: [rt-users] RT4 - Ubuntu 12.04- Apache2 - Fastcgi
On Sat, Nov 24, 2012 at 09:56:24PM +0500, mutaahir wrote: *Question is *: 1 ) Where and What shall I put in Apache configuration to start using RT via the web-interface ? I have seen two files in `/etc/request-tracker4/` `apache2-fastcgi.conf` and `apache2-fcgid.conf` I even tried making a `ln -s apache2-fastcgi.conf /etc/apache2/conf.d` but when I tried opening that file in root while in the conf.d directory it said `too many levels`. Have a look at the comments inside those files, and also NOTES.Debian and README.Debian in /usr/share/doc/request-tracker4. Cheers, Dominic. -- Dominic Hargreaves, Systems Development and Support Section IT Services, University of Oxford signature.asc Description: Digital signature We're hiring! http://bestpractical.com/jobs
[rt-users] Ubuntu package update testing needed
Hi all, If you use request-tracker3.8 on Ubuntu lucid, oneiric or precise, please consider testing (with suitable control processes, eg on a separate test server or with the ability to roll back) the updates discussed at https://bugs.launchpad.net/ubuntu/+source/request-tracker3.8/+bug/1004834/comments/11 and send your test reports to the bug report: https://bugs.launchpad.net/ubuntu/+source/request-tracker3.8/+bug/1004834 Cheers, Dominic. -- Dominic Hargreaves, Systems Development and Support Section IT Services, University of Oxford signature.asc Description: Digital signature We're hiring! http://bestpractical.com/jobs
Re: [rt-users] can't find /etc/request-tracker4/apache2-modperl2.conf
On Thu, Nov 08, 2012 at 11:33:04AM -0500, testwreq wreq wrote: We followed the instructions on http://www.bestpractical.com/rt/docs/latest/README.html to install RT4 on ubuntu We ran step 6a Make install to install RT in /rt folder I am looking at the wiki's to setup apache and most of the documentation that I have come accross mentions to include apache3-modperl2.conf. RT did not install this in the /etc folder. What could we be missing? thanks so much in advance for helping us to resolve the setup. You're confusing the method of installing from source with installing the Debian/Ubuntu packge; the file in /etc you refer to comes from the latter. What you want if you're already installed from source is http://www.bestpractical.com/rt/docs/latest/web_deployment.html (could that perhaps be linked from README?) -- Dominic Hargreaves, Systems Development and Support Section IT Services, University of Oxford signature.asc Description: Digital signature We're hiring! http://bestpractical.com/jobs
Re: [rt-users] RT 4.0.8 on Ubuntu 12.04 release config error help
On Tue, Nov 06, 2012 at 10:39:18AM -0500, testwreq wreq wrote: I am following installation instructions from the README: http://bestpractical.com/rt/docs/latest/README.html RT configure command failed with the following error on my new ubuntu install. I will appreciate if anyone can advise a way to proceed further? What is the fix for this error? root@rt:/rt/rt-4.0.8# ./configure --prefix=/rt --with-web-user=www-data --with-web-group=www-data checking for a BSD-compatible install... /usr/bin/install -c checking for perl... /usr/bin/perl checking for chosen layout... relative checking if group rt3 exists... not found checking if group rt exists... not found checking if group www-data exists... found checking if database name is set... yes checking if database name is valid... yes checking for gcc... no checking for cc... no checking for cl.exe... no configure: error: in `/rt/rt-4.0.8': configure: error: no acceptable C compiler found in $PATH See `config.log' for more details I imagine the quickest way to proceed will be to first run apt-get install gcc as root. However I am a bit confused as to why gcc is being required, as I don't believe any native code is being compiled. Does autotools just assume that it will be needed at some point or is it left over from long ago when there were SUID wrappers? Cheers, Dominic. -- Dominic Hargreaves, Systems Development and Support Section IT Services, University of Oxford signature.asc Description: Digital signature We're hiring! http://bestpractical.com/jobs
Re: [rt-users] xml:rss ... missing
On Tue, Nov 06, 2012 at 04:54:42PM +, Tim Cutts wrote: On 6 Nov 2012, at 16:46, testwreq wreq testw...@gmail.com wrote: After running fixdeps, got an error: SOME DEPENDENCIES WERE MISSING. MASON missing dependencies: XML::RSS ...MISSING Can't locate XML/RSS.pm in @INC (@INC contains: /etc/perl /usr/local/lib/perl/5.14.2 /usr/local/share/perl/5.14.2 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.14 /usr/share/perl/5.14 /usr/local/lib/site_perl /rt/rt-4.0.8) make: *** [testdeps] Error 1 How should we install this dependency? apt-get install libxml-rss-perl should sort it out for you. Indeed, and just to make clear, all the deps needed for RT 4.0.8 will already by in Ubuntu (12.10); as is request-tracker4 itself. Even if you want to continue installing RT itself from source, you might like to install the perl modules via apt. You can see a list of likely looking packages at http://packages.debian.org/sid/request-tracker4 -- Dominic Hargreaves, Systems Development and Support Section IT Services, University of Oxford signature.asc Description: Digital signature We're hiring! http://bestpractical.com/jobs
Re: [rt-users] Installing RT via Puppet
On Thu, Sep 20, 2012 at 04:12:24AM +0100, Mister Guru wrote: Thanks Jason for your input - I'm currently trying to get hold of the ubuntu package maintainer for RT. I'm currently wading through launchpad, trying to find who to kick to get this moving - I've dropped a line to the ubuntu users list, so hopefully I'll get some assistance with this soon. There isn't one. request-tracker3.8 (and request-tracker4) in later releases isn't in Ubuntu main, only in Ubuntu universe. This means that support in stable releases is someone limited (I think Ubuntu call it Community maintained meaning.. it's up you). (I'm the principle maintainer of the packages in Debian, which is effectively Ubuntu's upstream in this regards). The best way to get the Ubuntu packages updated with those security fixes is by testing the patches on the bug report Thomas mentioned. I notice you asked about RT4 on ubuntu-users; packages for RT4 are already available in later releases of Ubuntu: http://packages.ubuntu.com/search?keywords=request-tracker4searchon=sourcenamessuite=allsection=all -- Dominic Hargreaves, Systems Development and Support Section IT Services, University of Oxford signature.asc Description: Digital signature Final RT training for 2012 in Atlanta, GA - October 23 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs
Re: [rt-users] Installing RT via Puppet
On Wed, Sep 19, 2012 at 08:31:43PM -0700, Thomas Sibley wrote: On 09/19/2012 07:16 PM, Jason A. Smith wrote: As a sysadmin who has also been using puppet for a few years now, I would prefer native packages over an installation from source. I'm not familiar with the conventions puppet manifests use, but I understand this desire. My suggestion is based on the knowledge of how often the Ubuntu and EPEL repositories are painfully out of date. (Debian, as I noted before, is kept up to date, especially if you pin from testing.) (or use stable-backports). -- Dominic Hargreaves, Systems Development and Support Section IT Services, University of Oxford signature.asc Description: Digital signature Final RT training for 2012 in Atlanta, GA - October 23 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs
Re: [rt-users] RTFM problem deleting article / CurrentUserCanSee Unimplemented
On Thu, Aug 02, 2012 at 02:19:44PM +0200, Gunnar Gorges wrote: Hi Dominic, I just was able to test the updated packages of RTFM (2.4.4) and ExternalAuth (1.1.1). Both work fine. The problem I described below with RTFM is gone. If you need more testing and/or more information just let me know! Hi Gunnar, I should possibly have included more information when pointing at message aimed originally at people familiar with the Debian package development cycle. There's no 2.4.4 package targetted at Debian stable; I was after feedback on the Debian packages in our git repository[1]. http://anonscm.debian.org/gitweb/?p=pkg-request-tracker/rt-rtfm.git;a=shortlog;h=refs/heads/squeeze Can you clarify how you installed RTFM 2.4.4 (and how you had previously installed 2.4.2)? It's useful feedback in any case. Thanks, Dominic. -- Dominic Hargreaves, Systems Development and Support Section IT Services, University of Oxford signature.asc Description: Digital signature
Re: [rt-users] RTFM problem deleting article / CurrentUserCanSee Unimplemented
On Tue, Jul 31, 2012 at 12:29:08PM -0400, Kevin Falcone wrote: On Wed, Jul 25, 2012 at 01:30:30PM +0200, Gunnar Gorges wrote: I encountered a problem with RTFM today: I am not able to delete any article without RT throwing an error message An internal RT error has occurred. The logfile shows this: [error]: RT::FM::Article::CurrentUserCanSee Unimplemented in RT::Transaction. (/usr/share/request-tracker3.8/lib/RT/Transaction_Overlay.pm line 1035) (/usr/share/request-tracker3.8/lib/RT/Interface/Web/Handler.pm:233) Has anyone seen this before and can point me to the direction how to fix it? It appeared first time after the latest security update. I am using RT 3.8.8 and RTFM 2.4.2 on Debian Squeeze. Since you're running 3.8.8 from Debian, it has a number of security fixes. The recently announced updates to RTFM include a fix to account for these security fixes. I believe Dom was looking for folks to test updated RTFM packages, but I don't have a URL handy because I'm offline. The URL is http://lists.alioth.debian.org/pipermail/pkg-request-tracker-maintainers/2012-July/003280.html I've just got back from a few days away so I'll probably try and push this out one way or another over the weekend. Testing before then would be very welcome. -- Dominic Hargreaves, Systems Development and Support Section IT Services, University of Oxford signature.asc Description: Digital signature
[rt-users] Security fixes for Ubuntu: testers needed
Hello, If you use RT with the packages provided by Ubuntu, you will hopefully wondering about getting packages with the security fixes applied. There are now candidate patches in launchpad for all current versions of Ubuntu. You can see them at https://bugs.launchpad.net/ubuntu/+source/request-tracker3.8/+bug/1004834 (request-tracker3.8) and https://bugs.launchpad.net/ubuntu/+source/request-tracker4/+bug/1004835 (request-tracker4). I'm sure that the Ubuntu security sponsors would like to hear test reports from people using these packages. Short recipe for compiling packages with the patches on your ubuntu system: cd workingdir sudo apt-get update sudo apt-get install build-essential sudo apt-get build-dep request-tracker3.8 (or request-tracker4) download appopriate patch from launchpad apt-get source request-tracker3.8 (or request-tracker4) [change into unpacked directory] patch -p1 ../patch-you-downloaded dpkg-buildpackage -us -uc Check which RT related packages you have installed and then install the equivalents from the .deb files which the above hopefully produced. Then comment on the relevant bug about the success or failure. Dominic. -- Dominic Hargreaves, Systems Development and Support Team Computing Services, University of Oxford signature.asc Description: Digital signature
Re: [rt-users] 2 serious errors since I upgraded this morning to 3.8.8-7+squeeze3
On Mon, Jun 04, 2012 at 05:23:32PM +0200, Nicolas GUIOT wrote: Hi, Since my distrib has published the security patch for 3.8.8, I decided to apply it this morning. Since then, I have the following error : in rt.log : [Mon Jun 4 14:32:43 2012] [crit]: Apache2::RequestIO::rflush: (103) Software caused connection abort at /usr/share/perl5/HTML/Mason/ApacheHandler.pm line 1026 (/usr/share/request-tracker3.8/libexec/webmux.pl:92) This is http://bugs.debian.org/cgi-bin/bugreport.cgi?bug=674924 You can either grab the test packages mentioned in that bugreport, or downgrade to squeeze1 (not squeeze2) and wait for the erratum DSA. Cheers, Dominic. -- Dominic Hargreaves, Systems Development and Support Team Computing Services, University of Oxford signature.asc Description: Digital signature
Re: [rt-users] RT update from ubuntu distro
I don't believe there were any DB upgrades between 4.0.4 or 4.0.5.
On Fri, May 11, 2012 at 10:37:09PM +, David T. Grayston wrote:
Dominic - thanks for the reply. A few more clicks got me to this page,
https://launchpad.net/ubuntu/+source/request-tracker4/4.0.5-2/+build/3460357
That has the *.deb files for RT 4.0.5 Quantal. I restored my server back to
the 4.0.4 install and dpkg with these new *.deb files. All appears to have
gone ok but I wasn't prompted about upgrading the database at the end from
4.0.4 - did it happen automatically?
Thanks David
--
David T. Grayston Systems Database Administrator
University of Washington  School of Public Health
-Original Message-
From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-
boun...@lists.bestpractical.com] On Behalf Of Dominic Hargreaves
Sent: Friday, May 11, 2012 10:26 AM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] RT update from ubuntu distro
Hi,
That's the Debian source package. You can rebuild the binary packages if you
want, but I suspect the prebuilt binary packages will be adequate (look for
request-tracker*4.deb and rt4-*.deb).
On Fri, May 11, 2012 at 05:21:21PM +, David T. Grayston wrote:
Thanks for the reply - I did download 4 files from the quantal dev
release,
request-tracker4_4.0.5-2.dsc
request-tracker4_4.0.5-2.debian.tar.gz
request-tracker4_4.0.5-2.orig-thrid-party-source.tar.gz
request-tracker4_4.0.5-2.orig.tar.gz
I opened these up and poked around but I not quite knowledgeable
enough to know how to install from these. Which as you say would be better
than what I've tried.
David
--
David T. Grayston?Systems Database Administrator University of
Washington?? School of Public Health
-Original Message-
From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-
boun...@lists.bestpractical.com] On Behalf Of Dominic Hargreaves
Sent: Friday, May 11, 2012 12:54 AM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] RT update from ubuntu distro
On Thu, May 10, 2012 at 10:15:03PM +, David T. Grayston wrote:
I've attempted to update RT from v4.0.4 to v.4.0.5 - the catch is
the 4.0.4 is
from Ubuntu distro (apt-get install request-tracker4).
I think I've only got one issue at this point and that is the
distro puts
RT_SiteConfig.pm under /etc/request-tracker4 not ${RTHOME}/etc/.
I couldn't find a configuration setting for ./configure or one in
config.layout that could be set for this location.
The Debian patches include a custom config.layout for this, not
included upstream since it doesn't make sense to overwrite the
Debian package files with local installations. I strongly recommend
that you either stick with the Debian packages (and you can look at
installing
4.0.5 from quantal, the current Ubuntu development release, if you
particularly need it) or switch to a vanilla installation in
/opt/rt or wherever makes most sense, not colliding with the packaged
version.
Perhaps minor issue since I can just move RT_SiteConfig.pm to the
default
folder but it may confuse me down the road.
If you've done a local install over the top of the Debian package
you are almost guaranteed confusion later (such as when an update is
released to 12.04. or when you upgrade to a newer Ubuntu release).
--
Dominic Hargreaves, Systems Development and Support Team
Computing
Services, University of Oxford
--
Dominic Hargreaves, Systems Development and Support Team Computing
Services, University of Oxford
--
Dominic Hargreaves, Systems Development and Support Team
Computing Services, University of Oxford
signature.asc
Description: Digital signature
Re: [rt-users] RT update from ubuntu distro
Hi,
That's the Debian source package. You can rebuild the binary packages
if you want, but I suspect the prebuilt binary packages will be adequate
(look for request-tracker*4.deb and rt4-*.deb).
On Fri, May 11, 2012 at 05:21:21PM +, David T. Grayston wrote:
Thanks for the reply - I did download 4 files from the quantal dev release,
request-tracker4_4.0.5-2.dsc
request-tracker4_4.0.5-2.debian.tar.gz
request-tracker4_4.0.5-2.orig-thrid-party-source.tar.gz
request-tracker4_4.0.5-2.orig.tar.gz
I opened these up and poked around but I not quite knowledgeable enough to
know how to install from these. Which as you say would be better than what
I've tried.
David
--
David T. Grayston?Systems Database Administrator
University of Washington?? School of Public Health
-Original Message-
From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-
boun...@lists.bestpractical.com] On Behalf Of Dominic Hargreaves
Sent: Friday, May 11, 2012 12:54 AM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] RT update from ubuntu distro
On Thu, May 10, 2012 at 10:15:03PM +, David T. Grayston wrote:
I've attempted to update RT from v4.0.4 to v.4.0.5 - the catch is the
4.0.4 is
from Ubuntu distro (apt-get install request-tracker4).
I think I've only got one issue at this point and that is the distro puts
RT_SiteConfig.pm under /etc/request-tracker4 not ${RTHOME}/etc/. I
couldn't find a configuration setting for ./configure or one in
config.layout
that could be set for this location.
The Debian patches include a custom config.layout for this, not included
upstream since it doesn't make sense to overwrite the Debian package files
with local installations. I strongly recommend that you either stick with
the
Debian packages (and you can look at installing
4.0.5 from quantal, the current Ubuntu development release, if you
particularly need it) or switch to a vanilla installation in /opt/rt or
wherever
makes most sense, not colliding with the packaged version.
Perhaps minor issue since I can just move RT_SiteConfig.pm to the default
folder but it may confuse me down the road.
If you've done a local install over the top of the Debian package you are
almost guaranteed confusion later (such as when an update is released to
12.04. or when you upgrade to a newer Ubuntu release).
--
Dominic Hargreaves, Systems Development and Support Team Computing
Services, University of Oxford
--
Dominic Hargreaves, Systems Development and Support Team
Computing Services, University of Oxford
signature.asc
Description: Digital signature
[rt-users] Heads-up: request-tracker3.8 in Ubuntu 12.04 LTS
Hi all, Owing to a series of oversights, request-tracker3.8 escaped with the new Ubuntu LTS release. However, I recommend that it not be used for new installations; request-tracker4, also available, is likely to be better supported during the lifetime of that LTS release. Please see https://bugs.launchpad.net/bugs/990516 for more information. Cheers, Dominic. -- Dominic Hargreaves, Systems Development and Support Team Computing Services, University of Oxford signature.asc Description: Digital signature
Re: [rt-users] Debian/Ubuntu rt-setup-database doesn?t work
This looks like a bug in request-tracker4 in Debian, so I've filed a bug: http://bugs.debian.org/666123 On Sat, Mar 24, 2012 at 12:56:30AM +0100, Juanjo wrote: Install PERL-DOC packages and works. Sorry. El 24 de marzo de 2012 00:16, Juanjo juanji...@gmail.com escribi?: Hi Again. I have two installations, one with Ubuntu Server 11.10 and another with Debian Wheezy. With RT4 installed trought apt-get Both installations give me the same error. # ./rt-setup-database-4 Dont return the options of this command. I get the PERL code that use this command. Perhaps i forget some packet to install... Any help? -- Un saludo. Juanjo Corral -- Un saludo. Juanjo Corral -- Dominic Hargreaves, Systems Development and Support Team Computing Services, University of Oxford signature.asc Description: Digital signature
Re: [rt-users] Upgrading RT installed from distro packages
On Mon, Dec 12, 2011 at 04:39:23PM +0400, Ruslan Zakirov wrote: On Mon, Dec 12, 2011 at 14:24, Brahim Sakka brahim.sa...@gmail.com wrote: Hello, I've installed RT in a Ubuntu server version 10.04 using Debian packages (apt-get). So the version of RT I'm running (that was packaged) is 3.8.7. I want to upgrade RT to the latest and greatest 4.0.x. Will using instructions under README and docs/Upgrading-3.8 get RT upgraded for me? Or should I install RT from source on a fresh server then export/import database and configuration data from my old 3.8.7 to the new 4.0.x installation? I'm not sure how Ubuntu layouts RT's files in the system, but probably it uses perl's library paths for RT libs and this for sure would conflict with RT 4.0. No, they don't use the default library paths. And they should be isolated from each other, especially libs. In this case it's much harder to install RT4.0 and RT 3.8 on the same system and point them to different DBs, so you can test upgrade. You have at least two options: 1) use deb packages from newer ubuntu versions. I'm not an ubuntu user to estimate effort here. However, in this case you can quickly recover DB from backup and swap back packages. RT3.8 and RT4 can be installed alongside each other using the Debian packages. The best option for RT 4 in Ubuntu using the packages is to upgrade to 11.10 where they are already available. I believe RT3.8 is also available on 11.10. -- Dominic Hargreaves, Systems Development and Support Team Computing Services, University of Oxford signature.asc Description: Digital signature RT Training Sessions (http://bestpractical.com/services/training.html) * Boston — March 5 6, 2012
Re: [rt-users] RT4 - mod_perl problem with apache2
On Thu, Nov 03, 2011 at 10:55:45AM -0400, Kevin Falcone wrote: On Thu, Nov 03, 2011 at 09:47:38AM +0100, Nehmer Torben wrote: we had the same problem here, disabling the GPG Stuff made the segfaults go away. Were you actually using gpg, or did you just have the perl modules installed and that was enough to cause segfaults? I have installed RT out of the box using Debian Packages which as far as I can see pulls all necessary dependencies into the system. RTs GPG configuration was on the defaults in RT_Config.pm, no changes are made by the deb. Once I disabled GPG as outlined in the docs (Enable = undef), the problem disappeared. So, is this a problem with the Debian packages, or do folks have source installs of 4.0.2 on Debian that are having segfaults? Haven't delved through this thread in detail yet, but this sounds quite similar to http://bugs.debian.org/cgi-bin/bugreport.cgi?bug=632129. If anyone has anything to add to that bug report, that'd be helpful. Cheers, Dominic. -- Dominic Hargreaves, Systems Development and Support Team Computing Services, University of Oxford signature.asc Description: Digital signature RT Training Sessions (http://bestpractical.com/services/training.html) * Barcelona, Spain — November 28 29, 2011
Re: [rt-users] Updating RT_SiteConfig in RT4.0.2
On Thu, Sep 15, 2011 at 09:32:56AM -0500, Izz Abdullah wrote: Even if it is debian specific, I was running on an Ubuntu server previously with RT3.8. So what actually updates RT_Config.pm from the RT_SiteConfig.pm settings? Surely not simply restarting the apache service. update-rt-siteconfig takes the files in /etc/request-tracker3.8/RT_SiteConfig.d and uses them to construct /etc/request-tracker3.8/RT_SiteConfig.pm. It does not alter RT_Config.pm (which is installed under /usr in Debian). If you are installing RT 4 manually, you will just be updating RT_SiteConfig.pm directly. If you prefer to work with Debian packages, you might find that it's possible to backport 4.0 to Natty without too much work. (Incidentally, it looks like 11.10 will release with RT 4.0.1; if any Ubuntu users would prefer 4.0.2 in 11.10, now would be a good time to find an Ubuntu developer to sync this for you). -- Dominic Hargreaves, Systems Development and Support Team Computing Services, University of Oxford signature.asc Description: Digital signature RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA — September 26 27, 2011 * San Francisco, CA, USA — October 18 19, 2011 * Washington DC, USA — October 31 November 1, 2011 * Melbourne VIC, Australia — November 28 29, 2011 * Barcelona, Spain — November 28 29, 2011
Re: [rt-users] Updating RT_SiteConfig in RT4.0.2
On Thu, Sep 15, 2011 at 10:40:06AM -0700, Allen wrote: if any Ubuntu users would prefer 4.0.2 in 11.10, now would be a good time to find an Ubuntu developer to sync this for you I certainly would prefer that RT4.0.2 come with Ubuntu 11.10. What does find an Ubuntu developer mean? Does it mean vote and make noise in some issue tracking system? Or hire someone to fix the 4.0.1 packages? Probably filing a bug against request-tracker4 in launchpad would be a good way to start. It's just a simple action for someone with the right access, I believe; the 4.0.1 packages are unmodified from my Debian ones so there's no remerging to do. -- Dominic Hargreaves, Systems Development and Support Team Computing Services, University of Oxford signature.asc Description: Digital signature RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA — September 26 27, 2011 * San Francisco, CA, USA — October 18 19, 2011 * Washington DC, USA — October 31 November 1, 2011 * Melbourne VIC, Australia — November 28 29, 2011 * Barcelona, Spain — November 28 29, 2011
Re: [rt-users] two side-by-side installations
On Fri, Aug 05, 2011 at 05:02:41AM -0700, Yan Seiner wrote: We're about to migrate RT to our own servers. During the transition and testing phase, we want to run 2 side-by-side installations so we can work with 3.8.10 and 4.0.1 and see which one works for us better. What's the best way to do this? Debian Stable will be the underlying OS. VM? change paths in the config file? Since you mention you'll be running Debian squeeze (stable), I'll outline one possible approach which involves a single server. request-tracker3.8 is the Debian package of RT 3.8. It is in squeeze. request-tracker4 is the Debian package of RT4.0. It is in squeeze-backports. You can install both of these side by side, and have both running alongside each other, as long as you use the mod_fastcgi or mod_fcgi mode, rather than the mod_perl mode. [disclosure: I'm the Debian maintainer of those packages] Cheers, Dominic. -- Dominic Hargreaves, Systems Development and Support Team Computing Services, University of Oxford signature.asc Description: Digital signature 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] two side-by-side installations
On Fri, Aug 05, 2011 at 05:40:25AM -0700, Yan Seiner wrote: That sounds like the way to go. I've looked around the wiki and mod_fastcgi installation doesn't seem to be well documented. Any hints on how to proceed? If you follow the Debian route, you'll find that the main thing you need to do is to edit /etc/request-tracker3.8/apache2-fcgid.conf /etc/request-tracker4/apache2-fcgid.conf (for example) to suit your requirements, and then include that from the relevant vhost portion of your Apache config. I'm not sure what the wiki says about Debian; I suspect it'll be a collection of tricks and hacks built up over the years which may not all be relevant. The usual Debian advice applies; after installing the package with apt-get, check README.Debian which has various pointers to relevant documentation. -- Dominic Hargreaves, Systems Development and Support Team Computing Services, University of Oxford signature.asc Description: Digital signature 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] RT4 and Plack
On Thu, Jun 16, 2011 at 12:31:19PM -0700, Nick Kartsioukas wrote: On Thu, 16 Jun 2011 15:12 -0400, Kevin Falcone falc...@bestpractical.com wrote: Plack provides our interface to fastcgi Not something I can ignore then :) I believe Dom has already begun packaging the rcs for 4.0.1 You may wish to start there. Ok. I went ahead and finished my list of Debian Squeeze dependencies including what can be grabbed from squeeze-backports and what needs to be built from Perl source, I'll create an account on the wiki and add it in there. RT 4.0.1rc2 is in Debian experimental. I'm gradually adding all missing dependencies in squeeze to squeeze-backports. Once 4.0.1 comes out, I'll upload it unstable. Once 4.0.1 migrates to testing, I'll upload it to squeeze-backports. Cheers, Dominic. -- Dominic Hargreaves, Systems Development and Support Team Computing Services, University of Oxford signature.asc Description: Digital signature 2011 Training: http://bestpractical.com/services/training.html
[rt-users] A fix which may be relevant if you are processing bounces in RT
Quoting from https://github.com/jmdh/rt/commit/97f19a49b5d903c92fdee00dc67b9cf444277cab Add IgnoreSubjectTicketForQueues config option and behaviour This adds the ability to configure a set of queues for which the ticket number found in the subject tag of incoming emails is ignored, forcing new tickets to be created in the queue specified by rt-mailgate. An example use case is a setup where RTOwner is set to an address which routes to RT (for example to a queue named 'bounces'). In order to avoid loops, the queue should be set up to not have any scrips which send out mail. Without this patch, bounces which include the subject tag of the original message in the subject line will be directed at the existing ticket, rather than the intended behaviour of creating a new ticket in the bounces queue. This could cause new emails to be sent out, and could cause a mail loop. This will only happen if the MTA sending the bounce includes the original subject line in the subject line of bounces. One notable example of this behaviour is Microsoft Exchange. A more elaborate fix would be to not ignore the ticket ID completely, but only if the specified queue did not match the ticket's queue. In both cases it is necessary to make this configurable on a per-queue basis, since this breaks some assumptions about RT's normal email workflow. BPS: feel free to apply; it's tested on 3.8 but seems to apply to master. I realise that this is probably not a supported configuration by you so you may not want to apply it, but it's turned out to be important to us. -- Dominic Hargreaves, Systems Development and Support Team Computing Services, University of Oxford signature.asc Description: Digital signature
Re: [rt-users] scrip OnComment triggered when script is resolved
On Tue, Feb 22, 2011 at 08:23:36AM -0500, Kevin Falcone wrote: On Tue, Feb 22, 2011 at 09:26:30AM +0100, Nicolas GUIOT wrote: I'm curious : why do you ask about 3.8.9 ? Is it just a way to say you should upgrade the latest stable version ? Or it might very probably solve my problem ? The point is, I don't plan any upgrade to this version, as I wish to stay on debian stable... There have been multiple bugfixes related to signature handling since 3.8.7 was released more than a year ago. I was under the impression that Debian stable (the new stable) had 3.8.8 while oldstable was still 3.6 Just to note: if any request-tracker3.8 Debian users do have particular issues with the version in stable, feel free to file them in the Debian BTS, especially with information about fixed upstream versions if you have it. I can't promise that they'll be fixed in Debian stable, but I am considering cherry-picking some issues for a point-release (subject to the stable update policies). Cheers, Dominic. -- Dominic Hargreaves, Systems Development and Support Team Computing Services, University of Oxford signature.asc Description: Digital signature
Re: [rt-users] scrip OnComment triggered when script is resolved
On Tue, Feb 22, 2011 at 04:05:19PM +0100, Nicolas GUIOT wrote: On Tue, 22 Feb 2011 13:31:29 + Dominic Hargreaves wrote: Just to note: if any request-tracker3.8 Debian users do have particular issues with the version in stable, feel free to file them in the Debian BTS, especially with information about fixed upstream versions if you have it. I can't promise that they'll be fixed in Debian stable, but I am considering cherry-picking some issues for a point-release (subject to the stable update policies). Before going to the Debian BTS, I'd prefer locate the issue, if it's upstream or not. If we all agree it's a debian specific issue, I'd be glad to report my first bug ever ;) There's nothing wrong with your approach, but don't forget that the Debian BTS can be used to record information about upstream bugs of relevance to Debian users too; if an upstream bug is reported there is means that it affects Debian users and the package maintainer can decide whether any specific work is required to resolve the issue for Debian users. -- Dominic Hargreaves, Systems Development and Support Team Computing Services, University of Oxford signature.asc Description: Digital signature
Re: [rt-users] Problems with RequestTracker
On Thu, Feb 10, 2011 at 10:53:17PM +0100, Michelle Konzack wrote: With RT it is not possibel, to run one VHost and have e.g. three differnt targets like abuse, support and info like http://support.customer1.com/abuse/ /info/ /support/ http://support.customer2.com/abuse/ /info/ /support/ ... Also it is not possibel to have more then one customer on a server, because RT enforce to use ONE database instead one database per customer and target. If you use FastCGI (ie not mod_perl) then I don't see why you shouldn't be able to run multiple instances of RT. I've never tried doing that with the same codebase (may not be possible to override the configuration file, and there are probably other similar issues with the state directories) but multiple manual installations in different directories ought to work. Then I modified RT to support the two things above, but now I get the hell of mySQL performance and it crash all the time How did you change it? -- Dominic Hargreaves, Systems Development and Support Team Computing Services, University of Oxford signature.asc Description: Digital signature
Re: [rt-users] Overlay - local Problem
On Fri, Feb 04, 2011 at 11:58:17PM +0100, Christian Loos wrote: Am 04.02.2011 13:57, schrieb Violetta J. Wawryk: # ll /usr/share/request-tracker3.6/local/RT/Interface/Email.pm You use the wrong path, you should change it to: /usr/share/request-tracker3.6/local/lib/RT/Interface/Email.pm This looks like a Debian-related path. On Debian (using the packages), the local path would be /usr/local/share/request-tracker3.6/lib/RT/Interface/Email.pm not either of the two options currently suggested. -- Dominic Hargreaves, Systems Development and Support Team Computing Services, University of Oxford signature.asc Description: Digital signature
Re: [rt-users] cannot display requestor or requestors attributes in rt CLI when specifying fields
On Thu, Jan 27, 2011 at 01:19:05PM +1100, Chris Herrmann wrote: Dominic: Yes, agree but I need a way of making this work right now, so for the moment I'll update our internal documentation around deploying upgrades for RT and a note to check this functionality. We have several other systems that depend upon RT (like billing for example) so we don't tend to upgrade RT very often, only when we're looking for some significant new functionality. Fair enough :) What's the protocol for me to post this up as a suggestion for this fix to become incorporated back into the main 3.8 code base so that future releases will include it? (assuming that this isn't going to break some other piece of critical functionality!). I would write an email to rt-b...@bestpractical.com including a reference to this thread. Cheers, Dominic. -- Dominic Hargreaves, Systems Development and Support Team Computing Services, University of Oxford signature.asc Description: Digital signature
Re: [rt-users] : Re: cannot display requestor or requestors attributes in rt CLI when specifying fields
On Wed, Jan 26, 2011 at 01:28:40PM +0100, Emmanuel Lacour wrote: that's not a script that should be executed, that's a patch ;) it should apply easily on with the following command: cd /usr/share/request-tracker3.8/ patch -p2 /tmp/thepatch if you are not familiar with this you can just edit the file and remove the [ ] around $ticket-$key-MemberEmailAddresses. then you should clean your mason cache and restart your webserver. I do not recommend this method of altering Debian packaged software, as it introduces a degree of unpredictability in the way the software behaves and opens up the risk that the change will simply be overwritten the next time an update to the package is released. Probably the best way for someone who doesn't want to modify the Debian source package to introduce such a change would be to copy the file in question to /usr/local/share/request-tracker3.8/html/[..] and then make modifications there; at least that way the change will not be overwritten by updates (although the user would then need to ensure that any upstream changes to the file are reflected in their local version). Dominic. -- Dominic Hargreaves, Systems Development and Support Team Computing Services, University of Oxford signature.asc Description: Digital signature
Re: [rt-users] Upgrade 3.6 to 3.8.
On Sat, Jan 22, 2011 at 06:19:19PM -0800, Jose Diaz wrote: Hi everyone and thanks in advance. does anyone know a good step by step guide to upgrade RT 3.6.7 to latest stable RT 3.8.x ?, which version is appropiate coming from 3.6.7 ? I have Debian Lenny installation working with RT 3.6.7 done with aptitude program. Hi, You can get request-tracker3.8 packages from lenny-backports (http://backports.debian.org/) or in the next version of Debian, squeeze, which is due to be released in the next month or so. Unfortunately there is no automated process for migrating between request-tracker3.6 and request-tracker3.8 (I'm hoping that things will be better for migrations between request-tracker3.8 and request-tracker4.0), but I've put together some ideas for a general migration process below. They are rough untested notes based on my experience maintaining the RT Debian packages and managing RT installations with them, but there are no guarantees that they will work for you. That said, I'd be interested in any corrections you have for them. They assume that you want to do an in-place upgrade on the same host. Depending on your environment, something more elaborate may be required. Generally speaking, when moving between major versions of RT, you should spend a decent amount of time testing the new version before moving your live service across. Installing request-tracker3.8 on a new host may be useful, and potentially less risky, especially if you use mod_perl rather than FastCGI. Don't just rely on these suggestions; make sure you read through the UPGRADING document which comes with request-tracker3.8 too for supplementary information. Also, if you've installed any extensions, things will become more complicated. All that aside, here is the rough process I might follow: * Upgrade to squeeze or configure lenny-backports (in both cases I recommend you wait for 3.8.8-7, which includes a recent security fix, to become available) * apt-get install request-tracker3.8 * Answer questions based on your current install. Make sure that RTName remains the same, or you will run into problems. Perhaps use a different WebPath temporily (but you can't use both versions together in the same Apache instance if you're using mod_perl). * Decide whether to use dbconfig database configuration, maybe based on how request-tracker3.6 is set up. Use a different database name from your live install. * Configure Apache to use the new install (bearing in mind the above mod_perl caveat, and making sure you use a different base path in Apache, for example by modifying the /etc/request-tracker3.8/apache2-*.conf file you're using) * Perfom some initial testing with a fresh database * Dump your live database using native database tools, then load it into the database you're using to test with. * Run /usr/sbin/rt-setup-database-3.8 --action upgrade (probably as the www-data user) * Run /usr/sbin/rt-vulnerable-passwords-3.8 --fix (assuming you have 3.8.8-7 or greater; probably as the www-data) * Run some tests against your live data * When ready to switch over service, stop your MTA and Apache, redump your database and go over the same database upgrade procedures above, reconfigure RT to use the same WebPath as your live service (dpkg-reconfigure request-tracker3.8) and then reconfigure Apache to use RT 3.8. * Start up your web server and MTA again Dominic. -- Dominic Hargreaves, Systems Development and Support Team Computing Services, University of Oxford signature.asc Description: Digital signature
Re: [rt-users] How to install RT-3.8.8 on Debian lenny
On Wed, Nov 17, 2010 at 11:46:33AM -0200, Wagner Pereira wrote: Hi, friends. Is there some guide for the RT-3.8.8 installation on Debian lenny? I already downloaded the .tar.gz, but now what? Hi Wagner, Rather than installing from source you might like to look at installing using the Debian packages. request-tracker3.8 isn't available in lenny proper, but it is in Debian backports: http://backports.debian.org/ http://packages.debian.org/source/lenny-backports/backports/request-tracker3.8 Installing the package should guide through through initial configuration, but make sure you look at /usr/share/doc/request-tracker3.8/README.Debian and the other documents in that directory too. Cheers, Dominic. -- Dominic Hargreaves, Systems Development and Support Team Computing Services, University of Oxford signature.asc Description: Digital signature
Re: [rt-users] How to install RT-3.8.8 on Debian lenny [SOLVED]
On Wed, Nov 17, 2010 at 03:12:56PM +0100, Stefan Hornburg (Racke) wrote: On 11/17/2010 03:08 PM, Wagner Pereira wrote: Hi Dominic and the others, I really thank your reply but, after Jesse said at http://blog.bestpractical.com/2010/09/rt-4-an-update.html, I decided to wait for the RT 4, the Jesse's Xmas gift! Why wait? Start building RT4 Debian packages! It's on my list... -- Dominic Hargreaves, Systems Development and Support Team Computing Services, University of Oxford signature.asc Description: Digital signature
Re: [rt-users] Have their been changes in any Indexes between 3.8.4 and 3.8.8?
On Fri, Oct 01, 2010 at 04:06:52PM -0400, Josh Narins wrote: I'm converting a 2.0.15 RT system with mysql to 3.8.8 using Kai's scripts.[1] For performance reasons, he drops the indices before the insert, then recreates them after. All perfectly logical, but his scripts were based on 3.8.4 I wanted to make sure that no indices had changed between 3.8.4 and 3.8.8 so that the index recreation works as expected. No index changes have taken place since 3.8.4. See etc/upgrade/3.8.* for confirmation. Cheers, Dominic. -- Dominic Hargreaves, Systems Development and Support Team Computing Services, University of Oxford signature.asc Description: Digital signature RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] Have their been changes in any Indexes between 3.8.4 and 3.8.8?
On Sun, Oct 03, 2010 at 12:28:41PM +0100, Dominic Hargreaves wrote: On Fri, Oct 01, 2010 at 04:06:52PM -0400, Josh Narins wrote: I'm converting a 2.0.15 RT system with mysql to 3.8.8 using Kai's scripts.[1] For performance reasons, he drops the indices before the insert, then recreates them after. All perfectly logical, but his scripts were based on 3.8.4 I wanted to make sure that no indices had changed between 3.8.4 and 3.8.8 so that the index recreation works as expected. No index changes have taken place since 3.8.4. See etc/upgrade/3.8.* for confirmation. Actually, UPGRADING has something to say about index upgrades on MySQL and Oracle, you might like to check that out. Dominic. -- Dominic Hargreaves, Systems Development and Support Team Computing Services, University of Oxford signature.asc Description: Digital signature RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] RT::Authen::ExternalAuth
On Wed, Sep 01, 2010 at 07:39:55PM -0400, Jason Ledford wrote: We had to set MaxPageSize on the DC we were querying. There is a default MaxPageSize of 1000 records, meaning you can only query 1000 records at a time. You can change it on the DC though to whatever http://support.microsoft.com/kb/315071 It was dying for me as well until we changed that. Cron runs it now. Alternatively, you could modify the LDAP import script to use Net::LDAP::Control::Paged. Cheers, Dominic. -- Dominic Hargreaves, Systems Development and Support Team Computing Services, University of Oxford signature.asc Description: Digital signature RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] Install RT on Rackspace Cloud Server
On Tue, Jul 27, 2010 at 09:56:28AM -0500, Ben McLendon wrote: We've made multiple attempts to install RT on a Cloud server (Centos 5.5) hosted at Rackspace with no success. Our plan is two fold: move our current installation from our own internal server to the hosted one, and also upgrade from 3.6.3 to the latest stable version in the process. Any ideas on the process in broad strokes or step-by-step would be greatly appreciated. It would be useful if you could give some idea of where you fell down so that we can provide some specific pointers. In general, the plan would be like something like: * configure new installation and test with test database ... * shut down new installation and wipe out test database * make sure that appropriate configuration changes have been made * rtname and organization should match old system * shut down current installation * dump database to a file * load database onto new server * run database upgrade process on new server: rt-setup-database --action upgrade [..] * start up new installation You'd want to test that whole migration cycle before trying it for real, ensuring that you don't accidentally send out mail to real users whilst doing that stage of testing. This assumes that no local modifications have been made to the old system. -- Dominic Hargreaves, Systems Development and Support Team Computing Services, University of Oxford signature.asc Description: Digital signature Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Storing messages containing invalid encodings
Hello, We have found that messages from one particular sender are declared as being in a UTF8 encoding, but contain byte sequences which are not valid in UTF8; in particular '0xb2', '0xb3', '0xb9' - they appear to relate to particularly brain-dead renderings of various quotation marks: http://www.memoryhole.net/kyle/2007/08/superscriptone.html (although that page doesn't cover the extra breakage of inserting those particular bytes into a UTF8 encoded document). With PostgreSQL at least, the attachments are stored internally as unicode characters, so PostgreSQL not unreasonably refuses to store such an attachment. Of course, it's then impossible to create a ticket. In an ideal world, the correspondent would receive the error message, enquire further, be told why his/her message wasn't usable, and fix his/her software. In practice, this is unlikely to happen in this particular case and the messages are considered of high value to the organisation. So, what to do? I've thought of four possibilities: One: validate all data received via RT and pass it out to a heuristic routine which would substitute all invalid characters by some number of U+FFFD characters before storing the message. This might be controversial behaviour if the expectation is that RT stores what was supplied to it. An alternative approach would be to alter the database scheme to allow for an attachment with unknown or invalid encoding; the binary data would be stored unmodified, and the web interface would offer for download the raw data for interpreting at the user's whim. A third approach might involve filtering the incoming message outside of RT; this might be the most practical way to achieve the behaviour we desire, especially since it could be easily contained to individual queues. Yet another acceptable workaround might be a much smaller modification to notify the queue owners that a message failed to be stored, as well as the correspondent. Our logs indicate we've had 9 such occurrences (although some may relate to a separate UTF8 related bug fixed in 3.8.8 which we've only just installed) over 37,000 tickets so it's not a particularly common problem. I would be interested to hear of anyone else encountering this issue, and any work taken to improve the situation for the unfortunate recipient of highly important garbage emails. When it comes down to both user expectations, and the oft-quoted principal of being liberal in what one accepts, there is clearly some room for improvement here. Cheers, Dominic. -- Dominic Hargreaves, Systems Development and Support Team Computing Services, University of Oxford signature.asc Description: Digital signature Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Forward ticket - Entry in Ticket history
On Thu, May 20, 2010 at 05:25:44PM -0400, Kevin Falcone wrote: On Mon, May 03, 2010 at 07:38:58PM +0430, Payam Poursaied wrote: More than a month ago, someone asked about putting track of forwarded messages in the history page. http://lists.bestpractical.com/pipermail/rt-users/2010-March/063921.html Is there any solution to this? I'd happily review a patch if someone contributed it It required quite a bit of refactoring Noting that this is also http://issues.bestpractical.com/Ticket/Display.html?id=12883 which makes a reference to existing work on a branch. Is that available anywhere or would it be best to start from 3.8-trunk? Thanks, Dominic. -- Dominic Hargreaves, Systems Development and Support Team Computing Services, University of Oxford signature.asc Description: Digital signature Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Next 3.8 release date?
Hi, I wondered if there were any plans for another stable release of 3.8-trunk. The particular issue that I'd be interested in seeing fixed is described in http://lists.bestpractical.com/pipermail/rt-users/2010-January/063328.html but also knowledge of general plans will be useful when preparing Debian packages in the light of the upcoming freeze. Thanks, Dominic. -- Dominic Hargreaves, Systems Development and Support Team Computing Services, University of Oxford signature.asc Description: Digital signature Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Next 3.8 release date?
On Thu, Apr 08, 2010 at 12:00:20PM -0400, Kevin Falcone wrote: You probably want to track the 3.8.8-releng branch There are a few last blockers remaining before we can consider an rc, but people are working on them Thanks Kevin, that's very useful. Dominic. -- Dominic Hargreaves, Systems Development and Support Team Computing Services, University of Oxford signature.asc Description: Digital signature Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Bounce loops when bounces include subject tag
Hi, Our setup is such that mail gets sent out with an envelope from of the address of our bounces queue (which is a completely non-response queue that lets us process bounces sanely). Recently, we encountered a situation where a bounce was received which include the ticket subject (I think in nearly all cases, bounces don't include the original message subject). Unfortunately, this caused a mail loop since rather than going into the bounces queue as a new ticket, the bounce was appended to the original ticket, and got sent out as correspondence, which resulted in a new ticket... I think the correct fix for this is to change the behaviour when the ticket specified in the header does not match the queue specified with --queue. It may be that this has to be configurable on a per-queue basis, as it might have other undesirable side effects if tickets are moved between queues between sets of correspondence. Does this seem reasonable? Has anyone else who is feeding bounces back into RT experienced this problem? I'm somewhat surprised we've only just seen it, to be honest, and only once. -- Dominic Hargreaves, Systems Development and Support Team Computing Services, University of Oxford signature.asc Description: Digital signature Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] More about box loads very slowly
On Mon, Mar 08, 2010 at 04:32:21PM +0300, Ruslan Zakirov wrote: Create primary key on Users(id). Drop index Users3. As an option make keys Users2 and Users4 unique. Create index on CachedGroupMembers(MemberId, GroupId, Disabled) and reversed one CachedGroupMembers(GroupId, MemberId, Disabled). It might be useful to add this information to the wiki here: http://wiki.bestpractical.com/view/DatabaseIndexes Cheers, Dominic. -- Dominic Hargreaves, Systems Development and Support Team Computing Services, University of Oxford signature.asc Description: Digital signature ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Excluding Global Scripts/Actions from a queue
On Wed, Mar 03, 2010 at 04:49:07PM +0100, Brumm, Torsten / Kuehne + Nagel / Ham MI-ID wrote: Hi, Search for dirk papes deaktivate global scrips, they are doing what you need. Seconded, we use them a lot. I would love to see this functionality available in the core. Cheers, Dominic. -- Dominic Hargreaves, Systems Development and Support Team Computing Services, University of Oxford signature.asc Description: Digital signature ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Installing rt2 on Fedora Core 6
On Mon, Mar 01, 2010 at 08:05:12AM -0800, Brian Friday wrote: On Feb 28, 2010, at 1:16 PM, luto...@yahoo.co.uk wrote: Why am I bothering with rt2 on FC6? It's because we have an old rt2 database. I'd like to be able to view it before thinking about exporting it to rt3 or another environment. The original hardware this rt2 ran on was decommissioned, and is long gone. As Gary said, go with CentOS 3 you should be able to get iso's and you will save yourself a world of headaches. Also note that you need to get the RT module dependencies specific to the version of RT 2.0.X that you are running. The backpan.perl.org website will likely be highly useful to use for this need. My experience has been that if you use any new modules you take the considerable risk of not actually being able to export your data properly. You will also want to use the rt2 to rt3 migration tools http://search.cpan.org/~falcone/RT-Extension-RT2toRT3-1.26/ In addition, you might find the patches at http://github.com/jmdh/rt2-to-rt3 helpful if you're migrating to RT3.8. (note that these haven't been fully reviewed by Best Practical; use at your own risk). -- Dominic Hargreaves, Systems Development and Support Team Computing Services, University of Oxford signature.asc Description: Digital signature ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] transferring tickets between RT instances
On Thu, Feb 04, 2010 at 09:22:23AM +, Ray Horne wrote: Does anyone know if there is a utility to transfer all the tickets from a particular queue in one RT instance to another queue in a different instance on a different server? I have an outstanding task to do this for a few of our queues, to support a project which has moved away from our department. I was originally going to hack rt2tort3 and do this as part of our rt2 to rt3 migration, but I didn't want to ship them the whole dump. Instead I found http://wiki.bath.ac.uk/display/rt/Import+and+Export which looks suitable for both my and your purposes, but I have not yet got round to trying it out. -- Dominic Hargreaves, Systems Development and Support Team Computing Services, University of Oxford signature.asc Description: Digital signature ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Malicious MIME type handling
On Tue, Feb 02, 2010 at 11:22:56AM -0800, Jesse Vincent wrote: On Tue 19.Jan'10 at 13:15:59 +, Dominic Hargreaves wrote: I've noticed that there is some logic to override the mime type of HTML attachments ($TrustHTMLAttachments config) to avoid javascript XSS attacks in RT. Now, let me start by saying that my practical knowledge of some of the more recent XSS issues is by no means comprehensive, but it struck me that as well as being confusing for the user, this protection is rather incomplete. There are number of other content types that could supply active content (application/javascript and friends for example - although it appears that my browser doesn't attempt to execute javascript delivered as application/javascript on its own). I'm led to believe that a better way of serving up as user supplied (untrusted) files to add a Content-Disposition: attachment header. How does http://github.com/bestpractical/rt/commit/dde5b99 look for this to you? Looks like a fine patch, and pleasantly simple. I look forward to seeing it in a release :) Cheers, Dominic. -- Dominic Hargreaves, Systems Development and Support Team Computing Services, University of Oxford signature.asc Description: Digital signature ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Creating Group and giving Rights.
On Tue, Feb 02, 2010 at 10:39:19AM +0200, JJussi wrote: Because reading source codes, I notice that some functions what I need (to change or extract information) are missing. One stumbling block is that most of the useful methods for the Foo object are all in files named Foo_Overlay.pm; Foo.pm contains (approximately) just the stub code generated by DBIx::SearchBuilder describing the schema. -- Dominic Hargreaves, Systems Development and Support Team Computing Services, University of Oxford signature.asc Description: Digital signature ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Upgrade and migration questions
On Tue, Jan 26, 2010 at 02:12:34PM -0600, Kenneth Marshall wrote: Moving from PostgreSQL - MySQL will need a little bit more work. I think that there is a wiki article and possibly some tools to help with this process. I do have a question for you. Why are you moving from PostgreSQL to MySQL instead of updating to the current PostgreSQL release? For one thing, PostgreSQL will allow you to use full text indexing to dramatically improve the performance of full content searching within your tickets and RTFM articles. This functionality is also available with the Oracle backend. Is there some problem you are trying to address? Just to note that I assume you're talking about http://wiki.bestpractical.com/view/PostgreSQLFullText which isn't a standard part of RT yet; I wondered for a while after reading your message whether I'd missed something! It's a shame that the API for SearchBuilder isn't such that you can configure to treat certain columns as full-text-searchable ones rather than have to manually hack it in; makes deployment a little more fiddly. But thanks for mentioning it because I didn't realise that this work had been done and it's something we're interested in! -- Dominic Hargreaves, Systems Development and Support Team Computing Services, University of Oxford signature.asc Description: Digital signature ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT and email bounces
On Mon, Jan 25, 2010 at 07:38:38AM -0600, Kenneth Marshall wrote: RT handles bounces by ignoring them to prevent loops as you suggested. It would be neat to have some error handling that would update the ticket with the message statuses without sending E-mail. You could disable bad addresses, for example, or flag a vacation response. I can see a definite use for such functionality, but the devil is in the details. Sending an E-mail message for any of these items would almost certainly end very badly. I've been dealing with this issue at our installation recently. We have migrated from RT2, which set the return address to a form of address ticket-bounce- which would effectively record a comment on the affected ticket. We did have occasional mail loops set up as a result (if the AdminCC address in question bounced) which I assume is why the functionality was removed. However recording and communicating bounces is an important function for us to I have, so that we can detect that (for example) an email address was mistyped. As a result I have deployed a modified form of the BounceMerge scrip action found on http://wiki.bestpractical.com/view/BounceMerge on our bounces queue (having previously set the envelope address in $SendmailArguments to an address pointing to our bounces queue). The modification is to also send out an email to owners/adminccs, but being careful to avoid a loop by: - sending with an empty return path - sending with a 'from' address which doesn't point into RT (the RT owner address) - not including the body of the email (to avoid content filters) It doesn't use any of the normal RT architecture for sending out these emails because we want to have very tight control over the format to avoid loops and other undesirable behaviour. In general BounceMerge works well, and ends up with the relevant details on the original ticket where it is most useful. It's also important that this doesn't change the status of the ticket (to avoid other scrips sending out problematic mail) which means that it's important that we send out a notification by email so that issues are caught when relevant by humans. For example if a ticket was previously resolving, it'll still be kept as resolved. The message I send out suggests that the ticket may need to be reopened by hand once the cause of the bounce has been analysed. There are a few issues still to work out, but if people would be interested I can post the details to the wiki when I'm finished. -- Dominic Hargreaves, Systems Development and Support Team Computing Services, University of Oxford signature.asc Description: Digital signature ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Malicious MIME type handling
I've noticed that there is some logic to override the mime type of HTML attachments ($TrustHTMLAttachments config) to avoid javascript XSS attacks in RT. This was flagged up by a user who was, not unreasonably, confused that this meant that HTML attachments just resulted in the browser displaying the raw source. Now, let me start by saying that my practical knowledge of some of the more recent XSS issues is by no means comprehensive, but it struck me that as well as being confusing for the user, this protection is rather incomplete. There are number of other content types that could supply active content (application/javascript and friends for example - although it appears that my browser doesn't attempt to execute javascript delivered as application/javascript on its own). I'm led to believe that a better way of serving up as user supplied (untrusted) files to add a Content-Disposition: attachment header. This would mean that (in firefox at least) the user would only be offered the ability to download the file; they could then view the file without active content by visiting a file:/// URL). Searching for articles on this subject shows that this isn't a panacea (eg http://i8jesus.com/?p=64, http://www.foregroundsecurity.com/flash-origin-policy-issues.html) but I'd have thought that this approach is worth considering. Has anyone else at Best Practical or in the community been thinking more about these problems? Should I file a bug relating to this behaviour suggesting a change from the Content-Type mangling to the addition of the Content-Disposition header? Cheers, Dominic. -- Dominic Hargreaves, Systems Development and Support Team Computing Services, University of Oxford signature.asc Description: Digital signature ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Slow queries building list of privileged users (Postgres)
On Wed, Nov 25, 2009 at 11:25:02AM -0500, Jesse Vincent wrote: I think your suggested new index in group is correct; that's eliminated some more slow queries. I think I'll try and put up a set of annotated additional postgres indexes on the wiki, in lieu of future updates to the indexes created by the schemas shipped with RT. (And possibly influencing future index updates as shipped by the vendor ;) I've created http://wiki.bestpractical.com/view/DatabaseIndexes I fear that I've lost some of the full rationale for the indexes I've put in in the frenzy of preparation for our upgrade, but hopefully this is still useful. -- Dominic Hargreaves, Systems Development and Support Team Computing Services, University of Oxford signature.asc Description: Digital signature ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] rt2tort3 import errors
On Tue, Nov 10, 2009 at 11:53:37AM -0500, Jesse Vincent wrote: I've a number of patches to rt2tort3 I'd like to feed upstream; Fantastic. what's the best place for them? rt.cpan.org? Nominally yes. But it depends a bit on what you're using for development. If it happens to be a public git repo, I can just pull from you. I've just sent a pull request on github. Hopefully this will make it to you and the list, but it's the first time I've done this, so bear with me if anything looks wrong! Let me know if you need any more details on any of the changes. This marks the completion of the migration of our mail RT instances from RT 2.0.11 to 3.8.7 -- massively, massively, overdue. Thanks to Best Practical for RT and for the list community for providing assistance where needed. The upgrade has provided much-needed relief around here (our install was really at the end of its life; response times went through the floor over the last few months). I will try and push through a few other minor changes and suggestions for improvement I've collected as part of the process when I have a moment. Cheers, Dominic. -- Dominic Hargreaves, Systems Development and Support Team Computing Services, University of Oxford signature.asc Description: Digital signature ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] unprivileged users need to log in twice
On Mon, Dec 14, 2009 at 03:46:52PM -0500, Kevin Falcone wrote: I'd be interested to know if the following patch fixes this on debian stable. You should be able to apply it with cd /usr/share/request-tracker3.6; patch ErrHeadersOut.patch and a restart of apache Your patch seems to be missing :) Also I would like to advise against patching package-installed files directly in this way -- it's a very good way of getting confused as to which version of the software you have installed. I will happily supply a test package if required. Thanks for looking at this, and sorry that I haven't been able to be more proactive. -- Dominic Hargreaves, Systems Development and Support Team Computing Services, University of Oxford signature.asc Description: Digital signature ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] unprivileged users need to log in twice
On Tue, Dec 15, 2009 at 09:38:18AM -0500, Kevin Falcone wrote: Pull d9ab3597c6193ac82d93bc7882c06f8eab7cbc86 out of the git repo Also I would like to advise against patching package-installed files directly in this way -- it's a very good way of getting confused as to which version of the software you have installed. I will happily supply a test package if required. Unfortunately, without rebuilding a .deb and making that available, this seems the easiest way for someone to test the patch. Yeah, it's a difficult problem. I'll try and build a package with this patch later on this evening in any case, in case that helps. Another suggestion would be to give instructions that result in a file in /usr/local/request-tracker3.6/lib instead. Thanks for looking at this, and sorry that I haven't been able to be more proactive. I believe this will fix the report against lenny's request-tracker3.6, but I have no idea what is going on with etch's request-tracker3.6 and am unlikely to be able to install an etch system to test. The bug report in the debian tracker sounded like mismatched url/cookies Okay, thanks. Dominic. -- Dominic Hargreaves, Systems Development and Support Team Computing Services, University of Oxford signature.asc Description: Digital signature ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] unprivileged users need to log in twice
On Tue, Dec 15, 2009 at 05:19:16PM +, Dominic Hargreaves wrote: On Tue, Dec 15, 2009 at 09:38:18AM -0500, Kevin Falcone wrote: Pull d9ab3597c6193ac82d93bc7882c06f8eab7cbc86 out of the git repo Also I would like to advise against patching package-installed files directly in this way -- it's a very good way of getting confused as to which version of the software you have installed. I will happily supply a test package if required. Unfortunately, without rebuilding a .deb and making that available, this seems the easiest way for someone to test the patch. Yeah, it's a difficult problem. I'll try and build a package with this patch later on this evening in any case, in case that helps. Another suggestion would be to give instructions that result in a file in /usr/local/request-tracker3.6/lib instead. I've put test packages at http://people.debian.org/~dom/rt-test/ David, I'd be grateful if you could give these a spin. Cheers, Dominic. -- Dominic Hargreaves, Systems Development and Support Team Computing Services, University of Oxford signature.asc Description: Digital signature ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Stripping attachments for outgoing mail for specific queue
On Wed, Dec 09, 2009 at 03:59:04PM +, n.chrysandr...@albourne.com wrote: I am creating a new queue in my RT (3.8.5) system. As users will be sending a fair amount of attachments, I would like to strip the outgoing emails of these attachments in order to keep their mailbox size low. So users will still get email for any comments/correspondences but not the attachments. Is there any way that RT can strip the attachments of outgoing mail for a specific queue? Does anyone know if this is possible in any way? I was thinking maybe I can achieve this by modifying the system queue scrips (that are : on action Notify someone), but don't really know how if it is possible or how to achieve this. Create per-queue templates for the Correspondence/Comment-related templates (depending on exactly which people you don't want to receive attachments) by copying the template content from the global templates of the same name, and remove the RT-Attach-Message: yes line from them. You shouldn't need to modify the scrips as long as you name the per-queue templates after the global ones, so they will automatically override them, I believe. -- Dominic Hargreaves, Systems Development and Support Team Computing Services, University of Oxford signature.asc Description: Digital signature ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] unprivileged users need to log in twice
On Wed, Dec 09, 2009 at 11:40:32AM -0800, David Griffith wrote: Er... Yeah! I've been waiting for Debian to get a move on and put RT 3.8 in the stable repositories, but with this zinger, I don't think I can wait. It's time to install from source. Hi David, I'm the principal Debian maintainer of RT, and I'll certainly take a look at the problem when I can (may not be until tomorrow evening unfortunately). I wonder if it is the same problem as http://bugs.debian.org/cgi-bin/bugreport.cgi?bug=560015. While I'm here though, I thought I could point out a few things about general RT packaging in Debian. Debian stable's update policy is not to upload new upstream releases and we certainly wouldn't update from 3.6 to 3.8 in unstable. You can read more about this at http://www.debian.org/doc/FAQ/ch-getting.en.html#s-updatestable However... On Wed, Dec 09, 2009 at 12:26:53PM -0800, David Griffith wrote: In other news, I'm having trouble with getting 3.8.6 installed on Debian Lenny. Make testdeps keeps giving me this: SOME DEPENDENCIES WERE MISSING. FASTCGI missing dependencies: CGI = 3.38 ...MISSING CGI version 3.38 required--this is only version 3.29 make: *** [testdeps] Error 1 I'm very keen to get this installed alongside my existing RT setup rather than replacing it and having it go kablooie. ... it is not particularly hard to install RT 3.8.6 from squeeze (testing): http://pkg-request-tracker.alioth.debian.org/ http://wiki.debian.org/AptPinning and http://www.backports.org/dokuwiki/doku.php may also be useful. I have deployments of RT3.8 on both etch and lenny and will generally make sure the packages work on both. -- Dominic Hargreaves, Systems Development and Support Team Computing Services, University of Oxford signature.asc Description: Digital signature ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Logs say: mason_handler.fcgiindex.html, browser missing css, gives me 404 on initial login
On Wed, Dec 02, 2009 at 01:36:22AM -0500, Hugh Esco wrote: This is my fifth RT install and the second server I've put this application on. The first four installs were on the same Debian machine. This one is the first on this centOS box. I get the login form and logo (http://rt.ourdomain.com/NoAuth/images/bplogo.gif), but no css, or any other images. Then after an initial log-in with root:password, I get only a 404 error. Anyone recognize those symptoms? While rendering the login page, it writes to /var/log/httpd/error_log, thirteen invocations of this error: script not found or unable to stat: /usr/local/rt/vp/rt3.8.6/bin/mason_handler.fcgiNoAuth The 'mason_handler.fcgiNoAuth', with no space before the 'NoAuth' looks awfully suspicious, but I have no idea where that might be generated. Then, when I try to log in, I get this error: script not found or unable to stat: /usr/local/rt/vp/rt3.8.6/bin/mason_handler.fcgiindex.html Again, with the no space after the '.fcgi' . . . I tried adding an extra space at the end of the lines in my vhost container. FastCgiServer /usr/local/rt/vp/rt3.8.6/bin/mason_handler.fcgi -idle-timeout 120 ScriptAlias / /usr/local/rt/vp/rt3.8.6/bin/mason_handler.fcgi without changing the result. What is it I might be missing here, please? Try ScriptAlias / /usr/local/rt/vp/rt3.8.6/bin/mason_handler.fcgi/ (ie with the extra / at the end). This is the configuration I'm using. -- Dominic Hargreaves, Systems Development and Support Team Computing Services, University of Oxford signature.asc Description: Digital signature ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Migrating from SQLite to MySQL
On Thu, Nov 26, 2009 at 10:04:06AM +, David X. Glover wrote: We've been running a test RT server using SQLite, and we'd now like to migrate the data in it to MySQL, in order to move the system to a production environment. I dumped the contents of the SQLite database into a file using .dump, but I'm having problems importing it into MySQL. Specifically, I get the following error: # mysql -p rt rt.sql Enter password: ERROR 1064 (42000) at line 1: You have an error in your SQL syntax; check the manual that corresponds to your MySQL server version for the right syntax to use near 'TRANSACTION' at line 1 Lines 1 and 2 of the file look like this: BEGIN TRANSACTION; CREATE TABLE Attachments ( Do SQLite and MySQL speak different versions of SQL? Is there a tool to convert a dumped database to be MySQL compatible? Offhand, I can't remember the exact differences, but either you could look at something like http://sqlfairy.sourceforge.net/ or just write a little filter to tweak things yourself (eg you could start by removing the BEGIN TRANSACTION and corresponding COMMIT.. lines from the dump), then see what else breaks. The thing that you'll need to pay most attention to is probably getting the index definitions right. It would probably be a good idea to compare the final result with a fresh database as generated by rt-setup-database. [I guess the MySQL-based RT installation that I was responsible for in Astrophysics is no more, hmm? :)] Cheers, Dominic. -- Dominic Hargreaves, Systems Development and Support Team Computing Services, University of Oxford signature.asc Description: Digital signature ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Slow queries building list of privileged users (Postgres)
indexes: CREATE INDEX Groups3 ON Groups (LOWER(Domain), LOWER(Type)); CREATE INDEX users5 ON users (LOWER(emailaddress)); which are missing from the default installation which have cut down some other common slow queries (the former is already in an RT ticket: http://rt3.fsck.com/Ticket/Display.html?id=13056 ) Thanks, Dominic. -- Dominic Hargreaves, Systems Development and Support Team Computing Services, University of Oxford ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Slow queries building list of privileged users (Postgres)
On Fri, Nov 20, 2009 at 11:41:50AM +, Dominic Hargreaves wrote: I'm migrating from an RT 2 install to an RT 3.8 install with around 170 privileged users (and around 90,000 total users). I've done some initial testing with RT 3.8.6 and have observed that building the list of privileged users (in the create new ticket (ticket owner), display ticket (reminder owner) and ticket search (ticket owner) pages) takes around 20-30 seconds to run. It performs two queries which are logged by my slow query logger: Sorry, I wrote this a few days ago, and forgot to note that I have worked around this: http://github.com/jmdh/rt/commit/83b2c9fe39be7ec9ce32940f82b0d47c1025b482 but I haven't fully analysed the impact of this, only that it doesn't make any difference with our data - it's clearly not suitable for general use. -- Dominic Hargreaves, Systems Development and Support Team Computing Services, University of Oxford signature.asc Description: Digital signature ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Slow queries building list of privileged users (Postgres)
On Fri, Nov 20, 2009 at 08:02:46AM -0600, Kenneth Marshall wrote: On Fri, Nov 20, 2009 at 11:41:50AM +, Dominic Hargreaves wrote: I'm migrating from an RT 2 install to an RT 3.8 install with around 170 privileged users (and around 90,000 total users). I've done some initial testing with RT 3.8.6 and have observed that building the list of privileged users (in the create new ticket (ticket owner), display ticket (reminder owner) and ticket search (ticket owner) pages) takes around 20-30 seconds to run. It performs two queries which are logged by my slow query logger: [snip details] Both systems are Debian lenny, RT 3.8.6, Postgres 8.3. If anyone has any other advice about running RT 3.8 on postgres I'd be interested too - I've added a couple of extra indexes: CREATE INDEX Groups3 ON Groups (LOWER(Domain), LOWER(Type)); CREATE INDEX users5 ON users (LOWER(emailaddress)); which are missing from the default installation which have cut down some other common slow queries (the former is already in an RT ticket: http://rt3.fsck.com/Ticket/Display.html?id=13056 ) First, do you have $UseSQLForACLChecks set? I know that that is a new option and there may still be performance tuning that needs to be done to have it work well. No, it's not set. That in itself we'd certainly like to use, but it introduced yet another unacceptable slowdown - something to analyse separately, probably. We run RT 3.8.5 on a PostgreSQL 8.4.1 database with 25K users and about 400 privileged users and we do not see a performance problem. Would you mind posting your postgres.conf changes from the default values as well as the indexes you have defined for the tables involved. I've attached our postgresql.conf. The indexes we have defined are the standard ones from the 3.8.6 schemas, plus one of the two I already posted: CREATE INDEX Groups3 ON Groups (LOWER(Domain), LOWER(Type)); I've just noticed that this one wasn't created on the particular test instance I'm talking about, but the query in question doesn't use emailaddress, so that's probably not relevant: CREATE INDEX users5 ON users (LOWER(emailaddress)); For completeness, the indexes defined on the relevant tables are: users: users_pkey PRIMARY KEY, btree (id) users1 UNIQUE, btree (name) users3 btree (id, emailaddress) users4 btree (emailaddress) acl: acl_pkey PRIMARY KEY, btree (id) acl1 btree (rightname, objecttype, objectid, principaltype, principalid) principals: principals_pkey PRIMARY KEY, btree (id) principals2 btree (objectid) cachedgroupmembers: cachedgroupmembers_pkey PRIMARY KEY, btree (id) cachedgroupmembers2 btree (memberid) cachedgroupmembers3 btree (groupid) disgroumem btree (groupid, memberid, disabled) groups: groups_pkey PRIMARY KEY, btree (id) groups1 UNIQUE, btree (domain, instance, type, id, name) groups2 btree (type, instance, domain) groups3 btree (lower(domain::text), lower(type::text)) Also, what is your statistics target for your tables? default_statistics_target = 10 and no per-table changes. I'm not familiar with tuning this; would you suggest a different value? Thanks, Dominic. -- Dominic Hargreaves, Systems Development and Support Team Computing Services, University of Oxford hba_file = '/etc/postgresql-instances/rt/pg_hba.conf' ident_file = '/etc/postgresql-instances/rt/pg_ident.conf' listen_addresses = [snip] port = 5432 max_connections = 100 superuser_reserved_connections = 3 unix_socket_directory = '/var/run/postgresql-instances/rt' unix_socket_group = '' unix_socket_permissions = 0777 authentication_timeout = 1min tcp_keepalives_idle = 0 tcp_keepalives_interval = 0 tcp_keepalives_count = 0 ssl = on password_encryption = on db_user_namespace = off shared_buffers = 1GB temp_buffers = 32MB max_prepared_transactions = 5 work_mem = 32MB maintenance_work_mem = 256MB max_stack_depth = 2MB max_fsm_pages = 50 max_fsm_relations = 1000 max_files_per_process = 1000 vacuum_cost_delay = 0 bgwriter_delay = 200ms bgwriter_lru_maxpages = 100 bgwriter_lru_multiplier = 2.0 fsync = on synchronous_commit = on wal_sync_method = fdatasync full_page_writes = on wal_buffers = 64kB wal_writer_delay = 200ms commit_delay = 0 commit_siblings = 5 checkpoint_segments = 8 checkpoint_timeout = 5min checkpoint_completion_target = 0.5 checkpoint_warning = 30s archive_mode = off enable_bitmapscan = on enable_hashagg = on enable_hashjoin = on enable_indexscan = on enable_mergejoin = on enable_nestloop = on enable_seqscan = on enable_sort = on enable_tidscan = on seq_page_cost = 1.0 random_page_cost = 4.0 cpu_tuple_cost = 0.01 cpu_index_tuple_cost = 0.005 cpu_operator_cost = 0.0025 effective_cache_size = 128MB geqo = on geqo_threshold = 12 geqo_effort = 5 geqo_pool_size = 0 geqo_generations = 0 geqo_selection_bias = 2.0 default_statistics_target = 10 constraint_exclusion = off from_collapse_limit = 8 join_collapse_limit = 8
Re: [rt-users] Slow queries building list of privileged users (Postgres)
On Fri, Nov 20, 2009 at 11:16:08AM -0500, Jesse Vincent wrote: What indexes do you have on cachedgroupmembers? cachedgroupmembers_pkey PRIMARY KEY, btree (id) cachedgroupmembers2 btree (memberid) cachedgroupmembers3 btree (groupid) disgroumem btree (groupid, memberid, disabled) memim btree (memberid, immediateparentid) (Also, I presume your Postgres is reasonably well tuned, I didn't prepare the configuration for this partcular Postgres instance and I'm not a postgres expert, but yes, I believe it's reasonably well tuned for the type of server. The postgresql.conf is attached to another message in this thread. autovacuumed, etc) Yup, I believe so. I also did a manual VACUUM ANALYZE before running the tests. -- Dominic Hargreaves, Systems Development and Support Team Computing Services, University of Oxford signature.asc Description: Digital signature ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Slow queries building list of privileged users (Postgres)
On Fri, Nov 20, 2009 at 10:30:32AM -0600, Kenneth Marshall wrote: On Fri, Nov 20, 2009 at 04:14:52PM +, Dominic Hargreaves wrote: The indexes we have defined are the standard ones from the 3.8.6 schemas, plus one of the two I already posted: CREATE INDEX Groups3 ON Groups (LOWER(Domain), LOWER(Type)); I've just noticed that this one wasn't created on the particular test instance I'm talking about, but the query in question doesn't use emailaddress, so that's probably not relevant: CREATE INDEX users5 ON users (LOWER(emailaddress)); For completeness, the indexes defined on the relevant tables are: users: users_pkey PRIMARY KEY, btree (id) users1 UNIQUE, btree (name) users3 btree (id, emailaddress) users4 btree (emailaddress) acl: acl_pkey PRIMARY KEY, btree (id) acl1 btree (rightname, objecttype, objectid, principaltype, principalid) principals: principals_pkey PRIMARY KEY, btree (id) principals2 btree (objectid) cachedgroupmembers: cachedgroupmembers_pkey PRIMARY KEY, btree (id) cachedgroupmembers2 btree (memberid) cachedgroupmembers3 btree (groupid) disgroumem btree (groupid, memberid, disabled) groups: groups_pkey PRIMARY KEY, btree (id) groups1 UNIQUE, btree (domain, instance, type, id, name) groups2 btree (type, instance, domain) groups3 btree (lower(domain::text), lower(type::text)) Also, what is your statistics target for your tables? default_statistics_target = 10 and no per-table changes. I'm not familiar with tuning this; would you suggest a different value? Here are the indexes that we have that differ from your setup: users1 UNIQUE, btree (lower(name::text)) instead of: groups3 btree (lower(domain::text), lower(type::text)) we have: groups2 btree (lower(type::text), lower(domain::text), instance) You also should definitely raise the statistics target to at least 100, which is the new default in 8.4. We also have the random_page_cost set to 2.0 since we are mainly memory resident. I know that the index order needs to match the query to be used, so maybe these index changes would help. Thanks for the pointers. I'll give them a spin on Monday and report back. -- Dominic Hargreaves, Systems Development and Support Team Computing Services, University of Oxford signature.asc Description: Digital signature ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] rt2tort3 import errors
On Wed, Nov 04, 2009 at 02:20:17PM -0500, Jesse Vincent wrote: This is, indeed, a bit weird. The next step is likely instrumenting around line 500 of Ticket_Overlay.pm Turns out that this problem was a caching error. rt2tort3 had not been updated to take account of http://github.com/bestpractical/rt/commit/e252f7ff5202b710dc3339dba2f950df802540e8 (ironic, since http://github.com/bestpractical/rt/commit/3f5b52e511574fb2d350b94957c8b1566fcb473b suggests that that config was put in specifically for the importer :) I thought that I had read that people had used rt2tort3 successfully with RT3.8 but maybe I'm wrong. Or possibly noone has used the incremental mode? I've a number of patches to rt2tort3 I'd like to feed upstream; what's the best place for them? rt.cpan.org? -- Dominic Hargreaves, Systems Development and Support Team Computing Services, University of Oxford ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] rt2tort3 import errors
Hi,
I'm working through the migration of our relatively large RT2 data
set (500,000 tickets) with rt2tort3.
I've already fixed a number of issues with the scripts and I plan to
submit anything relevant as patches once I've had a chance to get
through it all, but there are a couple of things I've hit that I
don't understand.
I've managed a complete export and import cycle okay, and I'm now
testing the incremental mode (which will be required to get the
migration done without excessive downtime). Most tickets are getting
apparently imported succesfully but this one barfs:
Previously this was prefixed with an error (that may have been
incidentally exposed) regarding the now-defunct TicketCustomFieldValues
table. I've now fixed the import script to use use the
ObjectCustomFieldValues instead, and just get:
(queue name and subject name elided)
t-1395038: w[Tue Nov 3 15:36:51 2009] [crit]: Couldn't set EffectiveId: That
is already the current value
(/usr/share/request-tracker3.8/lib/RT/Ticket_Overlay.pm:500)
Couldn't create TICKET: Ticket could not be created due to an internal
error$VAR1 = {
'Status' = 'resolved',
'Queue' = '',
'Started' = '2009-10-12 15:12:59+00',
'Starts' = '1970-01-01 00:00:00+00',
'_RecordTransaction' = '0',
'id' = '1395038',
'LastUpdated' = '2009-10-12 15:13:00+00',
'Requestor' = [
'132522'
],
'Subject' = '',
'Creator' = undef,
'Owner' = undef,
'LastUpdatedBy' = undef,
'EffectiveId' = '1395038',
'Resolved' = '2009-10-12 15:12:59+00',
'Created' = '2009-09-27 18:07:14+00',
'Due' = '2009-09-27 18:07:14+00'
};
[Tue Nov 3 15:36:51 2009] [crit]: Died at ./dumpfile-to-rt-3.0 line 700.
(/usr/share/request-tracker3.8/lib/RT.pm:387)
Died at ./dumpfile-to-rt-3.0 line 700.
I'm completely failing to make any sense of the error here:
Couldn't set EffectiveId: That is already the current value
since this ticket, which has Id == EffectiveId, is like most other
tickets in this regard, so I can't see even see what's unusual about
this ticket to trigger the bug.
The second problem that I've not completely sorted out is that
most of the ticket imports spew:
[Tue Nov 3 14:40:08 2009] [warning]: Use of uninitialized value $MIMEType in
pattern match (m//) at /usr/share/request-tracker3.8/lib/RT/Record.pm line 736.
(/usr/share/request-tracker3.8/lib/RT/Record.pm:736)
[Tue Nov 3 14:40:08 2009] [warning]: Use of uninitialized value $Body in
length at /usr/share/request-tracker3.8/lib/RT/Record.pm line 753.
(/usr/share/request-tracker3.8/lib/RT/Record.pm:753)
[Tue Nov 3 14:40:08 2009] [warning]: Use of uninitialized value in subroutine
entry at /usr/share/request-tracker3.8/lib/RT/Record.pm line 783.
(/usr/share/request-tracker3.8/lib/RT/Record.pm:783)
I've already squelched a couple of further uninitialized value warnings
in dumpfile-to-rt3.0 itself (on $a-{'ContentEncoding'}) but I'm not
sure of the *correct* way to fix these cases (I could just default it
to an empty string but that doesn't seem right, really).
Any insights or hints would be most appreciated.
Versions, etc:
Live RT2 install: Debian sarge, postgres 7.4
RT2 migrate install: Debian lenny, postgres 7.4 (with suitably old
DBIx::SearchBuilder etc)
RT3 test install: Debian lenny, postgres 8.3, RT 3.8.5 (haven't moved
to 3.8.6 yet as I wanted to complete one round of testing beforehand).
Thanks,
Dominic.
--
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Computing Services, University of Oxford
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Re: [rt-users] rt2tort3 import errors
On Tue, Nov 03, 2009 at 11:30:17AM -0500, Jesse Vincent wrote:
I'm completely failing to make any sense of the error here:
Couldn't set EffectiveId: That is already the current value
Next step, I think, is to get RT to log stack traces for errors:
http://wiki.bestpractical.com/view/LogsConfig has instructions.
With that, we may have a better idea of what's going wrong.
*nod*
Here's the same error again with stack traces turned on:
t-1395038: w[Tue Nov 3 17:19:23 2009] [crit]: Couldn't set EffectiveId: That
is already the current value
(/usr/share/request-tracker3.8/lib/RT/Ticket_Overlay.pm:500)
Trace begun at /usr/share/request-tracker3.8/lib/RT.pm line 300
Log::Dispatch::__ANON__('Log::Dispatch=HASH(0x34207e0)', 'Couldn\'t set
EffectiveId: That is already the current value') called at
/usr/share/request-tracker3.8/lib/RT/Ticket_Overlay.pm line 500
RT::Ticket::Create('RT::Ticket=HASH(0x7511ba8)', 'Status', 'resolved', 'Queue',
'', 'Started', '2009-10-12 15:12:59+00', 'Starts', '1970-01-01
00:00:00+00', '_RecordTransaction', 0, 'id', 1395038, 'LastUpdated',
'2009-10-12 15:13:00+00', 'Requestor', 'ARRAY(0x80c5e88)', 'Subject', '',
'Creator', undef, 'Owner', undef, 'LastUpdatedBy', undef, 'EffectiveId',
1395038, 'Resolved', '2009-10-12 15:12:59+00', 'Created', '2009-09-27
18:07:14+00', 'Due', '2009-09-27 18:07:14+00') called at dumpfile-to-rt-3.0
line 695
RT::import_tickets at dumpfile-to-rt-3.0 line 89
Couldn't create TICKET: Ticket could not be created due to an internal
error$VAR1 = {
'Status' = 'resolved',
'Queue' = '',
'Started' = '2009-10-12 15:12:59+00',
'Starts' = '1970-01-01 00:00:00+00',
'_RecordTransaction' = '0',
'id' = '1395038',
'LastUpdated' = '2009-10-12 15:13:00+00',
'Requestor' = [
'132522'
],
'Subject' = '',
'Creator' = undef,
'Owner' = undef,
'LastUpdatedBy' = undef,
'EffectiveId' = '1395038',
'Resolved' = '2009-10-12 15:12:59+00',
'Created' = '2009-09-27 18:07:14+00',
'Due' = '2009-09-27 18:07:14+00'
};
[Tue Nov 3 17:19:23 2009] [crit]: Died at ./dumpfile-to-rt-3.0 line 700.
(/usr/share/request-tracker3.8/lib/RT.pm:387)
Trace begun at /usr/share/request-tracker3.8/lib/RT.pm line 300
Log::Dispatch::__ANON__('Log::Dispatch=HASH(0x34207e0)', 'Died at
./dumpfile-to-rt-3.0 line 700.^J') called at
/usr/share/request-tracker3.8/lib/RT.pm line 387
RT::__ANON__('Died at ./dumpfile-to-rt-3.0 line 700.^J') called at
dumpfile-to-rt-3.0 line 700
RT::import_tickets at dumpfile-to-rt-3.0 line 89
Died at ./dumpfile-to-rt-3.0 line 700.
If I try to insert the same ticket manually, things seem to proceed
without incident:
#!/usr/bin/perl
use strict;
use warnings;
use lib (/usr/share/request-tracker3.8/lib);
use RT::Interface::CLI qw(CleanEnv GetCurrentUser GetMessageContent loc);
use RT::Tickets;
use RT::Template;
use RT::CustomFields;
use RT::Principals;
use RT::Scrips;
CleanEnv();
RT::LoadConfig();
RT::Init();
$RT::LogStackTraces = 1;
my $tick_object = RT::Ticket-new($RT::SystemUser);
my $ticket = {
'Status' = 'resolved',
'Queue' = '',
'Started' = '2009-10-12 15:12:59+00',
'Starts' = '1970-01-01 00:00:00+00',
'_RecordTransaction' = '0',
'id' = '1395038',
'LastUpdated' = '2009-10-12 15:13:00+00',
'Requestor' = [
'132522'
],
'Subject' = '',
'Creator' = undef,
'Owner' = undef,
'LastUpdatedBy' = undef,
'EffectiveId' = '1395038',
'Resolved' = '2009-10-12 15:12:59+00',
'Created' = '2009-09-27 18:07:14+00',
'Due' = '2009-09-27 18:07:14+00'
};
$tick_object-Create( %{$ticket} );
rt-migr...@steely-glint:~$ ~dom/test-create
Name RT::LogStackTraces used only once: possible typo at
/home/dom/test-create line 19.
rt-migr...@steely-glint:~$
(and the ticket is created in the database).
the error comes from the second argument returned by $self-__Set
in Ticket_Overlay.pm, which is in turn from DBIx::SearchBuilder::Record:
I simply cannot see how that error could occur when creating a new
ticket in Ticket_Overlay.pm, reading through the logic.
Ticket.pm creates the ticket defaulting EffectiveId to 0, and
Ticket_Overlay.pm then tries to set it to the EffectiveId to that
is given in the arguments to Create, which is not 0.
The plot thickens (and it's time for me to go home :)
--
Dominic Hargreaves, Systems Development and Support Team
Computing Services, University of Oxford
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[rt-users] RT-Extension-QuickResolve?
Hi, I'm looking at cleaning up our local RT3 deployment, and one of our patches adds QuickResolve and QuickDelete links to the ticket view. Ignoring the ugly aspect of this exposing side-effecty GET requests for a moment, I notice that there is some evidence of a packaged RT extension(s) to do this, in http://lists.bestpractical.com/pipermail/bps-public-commit/2009-June/006467.html Are there plans to release this? I'm not sure what VCS that refers to; not github.com/bestpractical it appears. If it's not readily available; no problem, I will continue to apply the functionality locally. Thanks, Dominic. -- Dominic Hargreaves, Systems Development and Support Team Computing Services, University of Oxford ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Partial upgrade form 3.6.1 to 3.8.5
On Thu, Oct 08, 2009 at 04:33:13PM +0200, Nicolas GUIOT wrote: I had a debian-packaged (etch) RT on a box and new options from 3.8 are interesting to us, so I plan to install a brand new RT install from sources, but would like to keep my existing DB. Correct me if I'm wrong : I juste need to do the RT setup, without the DB creation, run the DB upgrade script, et voil?? ?? That should be just about it, yes. It's worth bearing in mind that you should be able to install RT3.8 onto etch without too much trouble if you are confident with installing selected packages from another release without hosing your system; the packages are available in squeeze/sid. Cheers, Dominic. -- Dominic Hargreaves, Systems Development and Support Team Computing Services, University of Oxford ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Improved RT2 to RT3 scripts
On Wed, Oct 07, 2009 at 12:01:53PM -0400, Steve Scaffidi wrote: What's the interest out there for a several-order-of-magnitudes-faster set of export-import scripts a-la RT::Extension::RT2toRT3 ? I currently have code capable of exporting the data from an RT database with over 181,000 tickets and over 117,000 user accounts in under four hours. The import script is not yet complete, but I'm shooting for similar performance gains. All that's left is the ticket import which is proving to be more difficult to get right (with the necessary performance) than I initially hoped. If anybody has a *much* faster means of importing the tickets themselves, I would love to integrate that code! The intermediate data format is *exactly* the same as produced by the scripts in RT::Extension::RT2toRT3. My versions of these scripts only work on postgresql, but they could probably be modified to work just as well on mysql with little effort. I would definitely be interested. I'm currently working on an RT2 to RT3 upgrade with around 500,000 tickets and without any tuning the import seems to be taking around a week (I think the export took around 8-12 hours). Our preferred database is PostgreSQL. This was with the latest devel release of RT::Extension::RT2toRT3. -- Dominic Hargreaves, Systems Development and Support Team Computing Services, University of Oxford ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] rt2tort3: problems importing scrips
Hi,
I'm currently preparing an upgrade from RT 2.0 to RT 3.8, and I'm
working through various problems with the rt2tort3 process (I'll
post some patches to other miscellaneous problems when I'm done).
Currently I'm noticing that each time a scrip (global or per-queue)
import is attempted by dumpfile-to-rt-3.0, the warning
[Fri Oct 2 12:58:31 2009] [warning]: Use of uninitialized value $_[1] in join
or string at (eval 1108) line 2. ((eval 1108):2)
is logged, and no scrip is created in the database.
This warning corresponds to the call
$so-Create(%params);
in the import_scrip subroutine in dumpfile-to-rt-3.0, and one example
%params is:
$VAR1 = {
'ScripCondition' = 'On Forward',
'ScripAction' = 'Forward To Third Party',
'Queue' = '0',
'Template' = 'Correspondence',
'Description' = 'Imported from RT 2.0'
};
Reading through RT::Scrip, RT::Record and DBIx::SearchBuilder::Record,
I can't see what is causing this problem - the data being passed
through by RT::Scrip::Create looks fine.
Import system is Debian lenny, perl 5.10.0, RT 3.8.5, postgres 8.3.7.
Does this sound familiar to anyone who knows the RT code in more
depth than I?
Thanks,
Dominic.
--
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Computing Services, University of Oxford
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Re: [rt-users] rt2tort3: problems importing scrips
On Fri, Oct 02, 2009 at 03:05:28PM +0100, Dominic Hargreaves wrote: Hi, I'm currently preparing an upgrade from RT 2.0 to RT 3.8, and I'm working through various problems with the rt2tort3 process (I'll post some patches to other miscellaneous problems when I'm done). Currently I'm noticing that each time a scrip (global or per-queue) import is attempted by dumpfile-to-rt-3.0, the warning [Fri Oct 2 12:58:31 2009] [warning]: Use of uninitialized value $_[1] in join or string at (eval 1108) line 2. ((eval 1108):2) is logged, and no scrip is created in the database. Apologies; it does appear that the scrips are being created (must have been caught out by transactional changes when checking earlier) but it would still be nice to get to the bottom of the warnings. Dominic. -- Dominic Hargreaves, Systems Development and Support Team Computing Services, University of Oxford ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Can't populating database schema - new rt3.8 installation
On Mon, Sep 21, 2009 at 12:51:04PM -0400, Kevin Falcone wrote: On Mon, Sep 21, 2009 at 06:15:13PM +0200, Anne Fradin wrote: Hello, i can't populating database schema for a new installation of request-tracker3.8 version : 3.8.4-1 Thank for your help #rt-setup-database-3.8 --action init --skip-create I'm curious, where did you see --skip-create documented as an argument? If I run your command I get a warning about --skip-create I think you want to run --action coredata --action insert --datafile etc/initialdata in order to skip DB creation, schema creation and acl creation. --skip-creates is a Debian modification, designed to populate the database without DBA privileges. -- Dominic Hargreaves, Systems Development and Support Team Computing Services, University of Oxford ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Perl version
On Tue, Sep 15, 2009 at 11:47:53AM -0400, Jesse Vincent wrote: On Tue, Sep 15, 2009 at 08:46:15AM -0700, Ken Crocker wrote: To list, Does anyone know what the latest viable Perl versio we can use for RT 3.8.x is? We trying to get grid of a bunch of perl versions here and I want to ensure we are using the latest for RT. Thanks. 5.8.9 or 5.10.1 should be fine. 5.10.0 should be avoided. Could you give any more information on this? I ask because we're supporting users running RT 3.6 in Debian stable with Perl 5.10.0, as well as RT 3.6 in Debian oldstable with Perl 5.8.8, and I'm curious as to what possible problems we might be in for (though we've seen none). Here at work we're also running RT 3.8 with perl 5.8.8 and haven't seen any problems. Cheers, Dominic. -- Dominic Hargreaves, Systems Development and Support Team Computing Services, University of Oxford ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] how to migrate data from sqlite to mysql
On Wed, Aug 19, 2009 at 02:38:05PM +0200, Martin Kraus wrote: Hi. I've installed rt3.6 on debian lenny, where sqlite is a default db backend. Since then we've started using ticketing quite a lot and sqlite stopped being fast enough. I've been trying to migrate data from sqlite to mysql by dumping sql from sqlite, changing it so that mysql can read it and importing it into mysql database created by dbconfig on debian(which calls rt-setup-database). I usually can read all the ticket data, but users are damaged and I can't create tickets/modify tickets/give tickets to other users. rt-dump-database doesn't dump all of the database data so it can't be used. Is there some way to migrate that data from sqlite db to mysql? Is there such a big difference in the table setup, that those two databases are incompatible? Hi, I'm afraid I don't recall all of the details but we did document what should be a migration at http://pkg-request-tracker.alioth.debian.org/3.6-databases/ What exactly do you see as missing from the dump? Note the discussion on the predefined system objects on that page and possible workaround. -- Dominic Hargreaves, Systems Development and Support Team Computing Services, University of Oxford ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] 403 returned by rt-mailgate / mail-gateway
On Wed, Apr 29, 2009 at 10:50:29AM +0100, Dan Swan wrote: However all attempts to send mail result in (from Postfix mail.log): Apr 29 09:48:09 bsu postfix/local[21497]: 1F6C4A0010: to=supp...@bsu.ncl.ac.uk, relay=local, delay=8924, delays=8923/0.04/0/0.9, dsn=4.3.0, status=deferred (temporary failure. Command output: An Error Occurred = 403 Forbidden ) In the Apache2 logs we get: [Wed Apr 29 10:01:40 2009] [error] [client 128.240.125.96] client denied by server configuration: /usr/share/request-tracker3.6/html/REST/1.0/NoAuth/mail-gateway There's a suggestion in the FAQ that adding this to to the Apache2 configs (sites-enabled/000-default in my case) might alleviate the problem inside the VirtualHost directive. Directory /usr/share/request-tracker3.6/html/ Order allow,deny Allow from all /Directory (It doesn't) The only other directive relating to RT in this file is: Include /etc/request-tracker3.6/apache2-modperl2.conf If you look further down that file you'll find: # Limit mail gateway access to localhost by default Location /rt/REST/1.0/NoAuth Order Allow,Deny Allow from 127.0.0.1 /Location As you've configured http://bsu.ncl.ac.uk/rt as the path to your installation on the mailgate command line, your requests won't be coming from localhost (127.0.0.1). The least invasive fix is probably adding: Allow from 128.240.125.96 or Allow from bsu.ncl.ac.uk to that stanza in /etc/request-tracker3.6/apache2-modperl2.conf -- Dominic Hargreaves, Systems Development and Support Team Computing Services, University of Oxford ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] New queue not shown in drop down
On Fri, Apr 03, 2009 at 03:56:54PM +0100, David O'Callaghan wrote: I'm having a problem with a new queue I created. Tickets for the new queue arrive correctly via the mail interface and show up in the list of new tickets, and the Quick Search. If I show the ticket it has the correct queue name under Basics. However, I cannot select the queue in the Basics, Bulk Update, New Ticket, Query Builder, etc. For example, if I try to modify the Basics, the currently selected queue is shown as -. I think I've got all necessary rights on the queue... I should add that I have recently upgraded from 3.2.2 on FC 2 to 3.8.2 on RHEL 5, apparently without problems. Any suggestions? Can you see the new queue if you log out and back in again? I reported this as a bug: http://rt3.fsck.com/Ticket/Display.html?id=12838 (login: guest/guest) but this behaviour is as designed. -- Dominic Hargreaves, Systems Development and Support Team Computing Services, University of Oxford ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT 3.8.2 packages for Debian Lenny?
On Wed, Apr 01, 2009 at 07:22:30AM +0100, Tim Cutts wrote: On 31 Mar 2009, at 8:23 am, Martin Maurer wrote: Hi Dominic, Thanks for this, I see the 3.8.2 packages are already in unstable AND testing - but what about the original discussed idea to have an extra repo with rt 3.8.x for Lenny? ... or possibly get the packages uploaded to lenny-backports, might be a better solution. It's not a valid upload candidate for lenny-backports, since the version in testing/unstable does not require rebuilding to work on lenny. The normal way of handling these cases would be to add, for example, testing or unstable APT lines, with appropriate package pinning to avoid pulling anything except the required packages, or to put packages in a site-local repository. The last time this was discussed Martin was keen to provide a repository with just the request-tracker3.8 package and dependencies not satisfied in lenny, but I'm still in two minds about whether this is worth the extra work. I certainly don't have a use case for it (since we already have our own private apt repositories for local builds). Martin, could you think again about whether you are able to get by with the appropriate package pinning? Dominic. -- Dominic Hargreaves, Systems Development and Support Team Computing Services, University of Oxford ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT 3.8.2 packages for Debian Lenny?
On Wed, Feb 04, 2009 at 02:05:27PM +, Dominic Hargreaves wrote: On Tue, Jan 27, 2009 at 04:45:15PM +, Dominic Hargreaves wrote: I hesitate to say again, since I previously expected to be able to do an upload the same week. I'm just testing our current candidate, but there's a new bug which requires a new package upload to Debian which I'll want to get in before a new upload, so it may not be for another week or so. Current status is that this is currently stalled on a new package waiting in NEW[0] (libipc-run-safehandles-perl) I would hazard a guess that ftpmasters are busy preparing for the release of Lenny, so this might not get processed for a few weeks. RT 3.8.2 packages are now in unstable. Cheers, Dominic. -- Dominic Hargreaves, Systems Development and Support Team Computing Services, University of Oxford ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Security risk! Passwords can be compromised!
On Wed, Feb 04, 2009 at 08:06:34AM +, Matthew Seaman wrote: One idea I've seen and quite like is what OpenLDAP does. Passwords and other security tokens are Base64 encoded in all output[*]. Sure it's a trivial encoding that anyone could decode in moments, but it prevents people trivially reading passwords over your shoulder when they are displayed on your screen. Are you sure what you're actually looking at isn't a password *hash*? That's what you'd normally expect to find in the userPassword attribute, and isn't the same thing at all. -- Dominic Hargreaves, Systems Development and Support Team Computing Services, University of Oxford ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
