Re: [rt-users] Upgrade RT and migrate to postgresql
UNSUBSCIBE On 4 August 2014 09:28, Sternberger, Sven sven.sternber...@desy.de wrote: Hi! we want to upgrade our RT from 3.8.7 to 4.2.6 and we want to migrate from mysql to postgresql. Is it possible to combine these 2 steps, or is it better to first upgrade the RT and in a second step migrate to postgresql? best regards! Sven -- RT Training - Boston, September 9-10 http://bestpractical.com/training -- RT Training - Boston, September 9-10 http://bestpractical.com/training
[rt-users] Can't send out email after moving RT
Hi, Hopefully a quick pointer is what I need. We've been running RT 3.6.1 for years no probs. We've now set up a new (replacement server) and installed RT 3.6.7. The database under the 3.6.1 install was copied over and put on to the 3.6.7 server - the the RT instance was connected to this DB. All seems to be working OK on the web interface. Only issue is that emails are not being sent. I.e. when I create a test ticket I set up my gmail email address as the requestor. When I type up a reply via the web interface it says it's going to send a reply to the requestor email address. But according to the email server logs it doesn't even try to send anything - and the ticket has no entry for the email being sent. As the DB has been copied then all settings etc are the same as before - and the RT_SiteConfig.pm file looks sane. Is there something I need to set up RE the mail server (Postfix). Any pointers gratefully received. Regards, Kevin Bailey -- Kevin Bailey Director/Programmer - Freeway Projects Limited Web: www.freewayprojects.com Email: kbai...@freewayprojects.com Phone: +44 (0)1752 267090
Re: [rt-users] Can't send out email after moving RT
I've been asked about the output from the logs. Currently there is no log file at all - so I'll have a look at setting the debug level for the logs. Cheers, bailey86 On 09/12/10 12:40, Kevin Bailey wrote: Hi, Hopefully a quick pointer is what I need. We've been running RT 3.6.1 for years no probs. We've now set up a new (replacement server) and installed RT 3.6.7. The database under the 3.6.1 install was copied over and put on to the 3.6.7 server - the the RT instance was connected to this DB. All seems to be working OK on the web interface. Only issue is that emails are not being sent. I.e. when I create a test ticket I set up my gmail email address as the requestor. When I type up a reply via the web interface it says it's going to send a reply to the requestor email address. But according to the email server logs it doesn't even try to send anything - and the ticket has no entry for the email being sent. As the DB has been copied then all settings etc are the same as before - and the RT_SiteConfig.pm file looks sane. Is there something I need to set up RE the mail server (Postfix). Any pointers gratefully received. Regards, Kevin Bailey -- Kevin Bailey Director/Programmer - Freeway Projects Limited Web: www.freewayprojects.com Email: kbai...@freewayprojects.com Phone: +44 (0)1752 267090 -- Kevin Bailey Director/Programmer - Freeway Projects Limited Web: www.freewayprojects.com Email: kbai...@freewayprojects.com Phone: +44 (0)1752 267090
Re: [rt-users] Can't send out email after moving RT
I'll look at upping the debug level. Not sure how - but I'll get the book out and look through the config file. Thanks, Kevin On 09/12/10 13:57, Kevin Falcone wrote: On Thu, Dec 09, 2010 at 12:40:18PM +, Kevin Bailey wrote: Hi, Hopefully a quick pointer is what I need. We've been running RT 3.6.1 for years no probs. We've now set up a new (replacement server) and installed RT 3.6.7. The database under the 3.6.1 install was copied over and put on to the 3.6.7 server - the the RT instance was connected to this DB. All seems to be working OK on the web interface. Only issue is that emails are not being sent. I.e. when I create a test ticket I set up my gmail email address as the requestor. When I type up a reply via the web interface it says it's going to send a reply to the requestor email address. But according to the email server logs it doesn't even try to send anything - and the ticket has no entry for the email being sent. You don't say what the RT logs say As the DB has been copied then all settings etc are the same as before - and the RT_SiteConfig.pm file looks sane. Is there something I need to set up RE the mail server (Postfix). Any pointers gratefully received. -- Kevin Bailey Director/Programmer - Freeway Projects Limited Web: www.freewayprojects.com Email: kbai...@freewayprojects.com Phone: +44 (0)1752 267090
Re: [rt-users] Can't send out email after moving RT
Here's the log messages I found in syslog - I'm just looking through
them now:
Dec 9 16:34:22 cyclone2 RT: Guessed encoding: utf8#012
Dec 9 16:34:22 cyclone2 RT: Guessed encoding: ascii#012
Dec 9 16:34:22 cyclone2 RT: Guessed encoding: utf8#012
Dec 9 16:34:22 cyclone2 RT: Guessed encoding: ascii#012
Dec 9 16:34:22 cyclone2 RT: About to think about scrips for
transaction #21542#012
Dec 9 16:34:22 cyclone2 RT: About to prepare scrips for transaction
#21542#012
Dec 9 16:34:22 cyclone2 RT: Found 5 scrips#012
Dec 9 16:34:23 cyclone2 RT: About to commit scrips for transaction
#21542#012
Dec 9 16:34:23 cyclone2 RT:
rt-3.6.7-17319-1291912462-219.1147-...@cyclone2.freewayprojects.com
#1147/21542 - Scrip 5
(/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:266)#012
Dec 9 16:34:23 cyclone2 RT:
rt-3.6.7-17319-1291912462-219.1147-...@cyclone2.freewayprojects.com
No recipients found. Not sending.
(/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:278)#012
Dec 9 16:34:23 cyclone2 RT:
rt-3.6.7-17319-1291912462-219.1147-...@cyclone2.freewayprojects.com
#1147/21542 - Scrip 6
(/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:266)#012
Dec 9 16:34:23 cyclone2 RT:
rt-3.6.7-17319-1291912462-219.1147-...@cyclone2.freewayprojects.comCould
not send mail: Insecure $ENV{PATH} while running with -T switch at
/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm line
333.#012#012Stack:#012
[/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:333]#012
[/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:288]#012
[/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:107]#012
[/usr/share/request-tracker3.6/lib/RT/ScripAction_Overlay.pm:242]#012
[/usr/share/request-tracker3.6/lib/RT/Scrip_Overlay.pm:507]#012
[/usr/share/request-tracker3.6/lib/RT/Scrips_Overlay.pm:195]#012
[/usr/share/request-tracker3.6/lib/RT/Transaction_Overlay.pm:181]#012
[/usr/share/request-tracker3.6/lib/RT/Record.pm:1466]#012
[/usr/share/request-tracker3.6/lib/RT/Ticket_Overlay.pm:2435]#012
[/usr/share/request-tracker3.6/lib/RT/Ticket_Overlay.pm:2348]#012
[/usr/share/request-tracker3.6/lib/RT/Interface/Web.pm:597]#012
[/usr/share/request-tracker3.6/html/Ticket/Display.html:144]#012
[/usr/share/request-tracker3.6/html/Ticket/Update.html:218]#012
[/usr/share/request-tracker3.6/html/autohandler:291]
(/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:349)#012
Dec 9 16:34:23 cyclone2 RT:
rt-3.6.7-17319-1291912462-219.1147-...@cyclone2.freewayprojects.com
#1147/21542 - Scrip 7
(/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:266)#012
Dec 9 16:34:23 cyclone2 RT:
rt-3.6.7-17319-1291912462-219.1147-...@cyclone2.freewayprojects.com
No recipients found. Not sending.
(/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:278)#012
Dec 9 16:34:23 cyclone2 RT: Use of uninitialized value in pattern
match (m//) at /usr/share/request-tracker3.6/lib/RT/Interface/Web.pm
line 1423.
(/usr/share/request-tracker3.6/lib/RT/Interface/Web.pm:1423)#012
Dec 9 16:34:23 cyclone2 RT: Use of uninitialized value in pattern
match (m//) at /usr/share/request-tracker3.6/lib/RT/Interface/Web.pm
line 1423.
(/usr/share/request-tracker3.6/lib/RT/Interface/Web.pm:1423)#012
On 09/12/10 16:32, Kevin Bailey wrote:
I'll look at upping the debug level. Not sure how - but I'll get the
book out and look through the config file.
Thanks,
Kevin
On 09/12/10 13:57, Kevin Falcone wrote:
On Thu, Dec 09, 2010 at 12:40:18PM +, Kevin Bailey wrote:
Hi,
Hopefully a quick pointer is what I need.
We've been running RT 3.6.1 for years no probs.
We've now set up a new (replacement server) and installed RT 3.6.7.
The database under the 3.6.1 install was copied over and put on to
the 3.6.7 server - the the RT instance was connected to this DB.
All seems to be working OK on the web interface. Only issue is that
emails are not being sent.
I.e. when I create a test ticket I set up my gmail email address as
the requestor. When I type up a reply via the web interface it says
it's going to send a reply to the requestor email address.
But according to the email server logs it doesn't even try to send
anything - and the ticket has no entry for the email being sent.
You don't say what the RT logs say
As the DB has been copied then all settings etc are the same as
before - and the RT_SiteConfig.pm file looks sane.
Is there something I need to set up RE the mail server (Postfix).
Any pointers gratefully received.
--
Kevin Bailey
Director/Programmer - Freeway Projects Limited
Web: www.freewayprojects.com
Email: kbai...@freewayprojects.com
Phone: +44 (0)1752 267090
--
Kevin Bailey
Director/Programmer - Freeway Projects Limited
Web: www.freewayprojects.com
Email: kbai...@freewayprojects.com
Phone: +44 (0)1752 267090
Re: [rt-users] Can't send out email after moving RT
Not sure - it was installed by one of our guys. I don't even know what
taint mode is.
Currently the Apache2 web server won't start up due to RT. I'm getting
[Thu Dec 09 16:53:06 2010] [error] Insecure dependency in chdir
while running with -T switch at /usr/share/perl/5.10/File/Path.pm line
222.\nCompilation failed in require at (eval 2) line 1.\n
[Thu Dec 09 16:53:06 2010] [error] Can't load Perl file:
/usr/share/request-tracker3.6/libexec/webmux.pl for server
cyclone2.freewayprojects.com:80, exiting
I've got a feeling that I'm going to have to start again from scratch.
I'll ask for pointers RE migration on the list.
Thanks,
Kevin Bailey
On 09/12/10 16:38, Kevin Falcone wrote:
On Thu, Dec 09, 2010 at 04:35:45PM +, Kevin Bailey wrote:
Here's the log messages I found in syslog - I'm just looking through
them now:
(/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:266)#012
Dec 9 16:34:23 cyclone2 RT: rt-3.6.7-17319-1291912462-219.1147-...@cyclone2.freewayprojects.comCould
not send mail: Insecure $ENV{PATH} while running with -T switch at
/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm line
333.#012#012Stack:#012
You appear to be running RT in taint mode. Why?
-kevin
--
Kevin Bailey
Director/Programmer - Freeway Projects Limited
Web: www.freewayprojects.com
Email: kbai...@freewayprojects.com
Phone: +44 (0)1752 267090
[rt-users] Migrate and upgrade RT
Hi, Currently we have RT running at version ii request-tracker3.6 3.6.1-4+etch1 Extensible trouble-ticket tracking system on a Debian etch server. We have a nice new Debian server set up running Debian lenny. And we've installed RT on that server from the repository - currently version ii request-tracker3.6 3.6.7-5+lenny4 Any pointers on how we move the data from the old server to the new one. I was told that it was just a question of copying the database over to the new server and connecting to it using the conf file. Then the database would automatically get updated when it was first accessed - but we've run into a problem whereby the web server fails to start [Thu Dec 09 16:53:06 2010] [error] Insecure dependency in chdir while running with -T switch at /usr/share/perl/5.10/File/Path.pm line 222.\nCompilation failed in require at (eval 2) line 1.\n [Thu Dec 09 16:53:06 2010] [error] Can't load Perl file: /usr/share/request-tracker3.6/libexec/webmux.pl for server cyclone2.freewayprojects.com:80, exiting.. I will start looking through the docs etc but thought I'd ask for some pointers first. Thanks, -- Kevin Bailey Director/Programmer - Freeway Projects Limited Web: www.freewayprojects.com Email: kbai...@freewayprojects.com Phone: +44 (0)1752 267090
Re: [rt-users] How do I allow ticket creation for a user
Hiya, Thanks for the replies - I poked around and found that if I add these permissions to a user on a queue CommentOnTicket CreateTicket ReplyToTicket SeeQueue ShowTicket ShowTicketComments The user can then create a ticket for that queue with the web interface. The additional point to note is that the user will then be able to use the normal interface to view *all* tickets in the queue - even if they are not the requestor. Thanks for the pointers, Kev Kevin Bailey wrote: Hi, I've allowed a user to log in to view tickets - and this is really good in the SelfService area. However,, they can't create a ticket - what permissions do I have to give where to allow a user to create a ticket in a single queue via the web interface. Thanks, -- *Kevin Bailey* Director/Programmer - Freeway Projects Limited Web: www.freewayprojects.com http://www.freewayprojects.com/ Email: kbai...@freewayprojects.com mailto:kbai...@freewayprojects.com Phone: +44 (0)1752 267090 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- *Kevin Bailey* Director/Programmer - Freeway Projects Limited Web: www.freewayprojects.com http://www.freewayprojects.com/ Email: kbai...@freewayprojects.com mailto:kbai...@freewayprojects.com Phone: +44 (0)1752 267090 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] HTTPS - does it work - try again - SOLVED
Kevin Falcone wrote: On Wed, Oct 14, 2009 at 07:06:03AM +0100, Kevin Bailey wrote: support: support rt # support: support kbailey nstone gpeter rt: |/usr/bin/rt-mailgate --queue support --action correspond --url [1]http://cyclone.example.com/rt; in the aliases file. RT version is: ii request-tracker3.63.6.1-4 I'd like to use [2]https://cyclone.example.com/rt for the web address as it's more secure. Currently we haven't set up a certificate on that address. It isn't clear to me how you can have httpd enabled without a certificate. The server has a self-signed certificate - which means it has to be OK'd when using a browser. Does HTTPS work with RT? I had set this up but it didn't seem to work properly. I assume you're asking about https + rt-mailgate Install Net::SSLeay and the perl library that rt-mailgate uses will be able to connect to an https server. If you add --debug to your rt-mailgate command, you may get useful info about why it is failing for you Thanks for that. On Debian I added the package libio-socket-ssl-perl and the rt-mailgate is working. Cheers, Kevin -kevin ___ 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 -- *Kevin Bailey* Director/Programmer - Freeway Projects Limited Web: www.freewayprojects.com http://www.freewayprojects.com/ Email: kbai...@freewayprojects.com mailto:kbai...@freewayprojects.com Phone: +44 (0)1752 267090 ___ 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] HTTPS - does it work - try again
Hi, This time I'll finish the message I've set up support: support rt # support: support kbailey nstone gpeter rt: |/usr/bin/rt-mailgate --queue support --action correspond --url http://cyclone.example.com/rt; in the aliases file. RT version is: ii request-tracker3.63.6.1-4 I'd like to use https://cyclone.example.com/rt for the web address as it's more secure. Currently we haven't set up a certificate on that address. Does HTTPS work with RT? I had set this up but it didn't seem to work properly. Cheers, -- *Kevin Bailey* Director/Programmer - Freeway Projects Limited Web: www.freewayprojects.com http://www.freewayprojects.com/ Email: kbai...@freewayprojects.com mailto:kbai...@freewayprojects.com Phone: +44 (0)1752 267090 ___ 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] Adding support@ emails to queue
Hi, We have a system which was set up by another admin to create new tickets when an email is received at supp...@example.com. A ticket is then created in a default queue. However, replies to emails with the ticket number do not get added to the ticket. The system has been set up to use fetchmail polling the server. Since we use Postfix and the system is a default Debian set up what would be the best way to implement tickets being automatically generated and replies being added to the ticket. It looks to me from the docs that aliasing should be able to do the trick - but I'm wondering why the admin decided to use fetchmail. Also, I believe procmail is a possible way to do this. Any pointers gratefully received, -- *Kevin Bailey* Director/Programmer - Freeway Projects Limited Web: www.freewayprojects.com http://www.freewayprojects.com/ Email: kbai...@freewayprojects.com mailto:kbai...@freewayprojects.com Phone: +44 (0)1752 267090 ___ 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] Adding support@ emails to queue - sort of solved - what about HTTPS?
Thanks Mike. I've got the O'Reilly book already - but the mailgate set up is about one page! As it is I figured that the fetchmail process was pulling out mail from the support account and processing them. It looks like the other guy set it up that way because the RT web site is served up over https. Now when I've tried to use aliasing to sort this I'm getting inconsistent results - it's even resulted in a reply of 'Permission denied'. This is coming up even if I'm using http or https. Maybe its the testing - will check out more and post later. Kev Mike Johnson wrote: Need to give more info Kevin, where are the replies going to? what is setup in RT for the reply email address? how are the end users even getting the proper ticket number? are they putting it in the subject line correctly? (e.g. [your.rt.name #ticketnumber] ) If it is setup to fetch the emails, it's simple configuration to get the replies to work. I'd suggest the RT Essentials book from O'Reilly, it walks through how to do this. Mike Johnson Datatel Programmer/Analyst Northern Ontario School of Medicine 955 Oliver Road Thunder Bay, ON P7B 5E1 Phone: 807.766.7331 Email: mike.john...@normed.ca mailto:mike.john...@normed.ca Technology assistance: email nosmhelpd...@normed.ca mailto:nosmhelpd...@normed.ca Technology Emergency Contact (TEC) Mon-Fri, 8am to 5pm excluding stat holidays: Off campus toll free 1-800-461-8777, option 8, or locally either (705)-662-7120 or (807)-766-7500 Kevin Bailey kbai...@freewayprojects.com 13/10/2009 7:02 am Hi, We have a system which was set up by another admin to create new tickets when an email is received at supp...@example.com. A ticket is then created in a default queue. However, replies to emails with the ticket number do not get added to the ticket. The system has been set up to use fetchmail polling the server. Since we use Postfix and the system is a default Debian set up what would be the best way to implement tickets being automatically generated and replies being added to the ticket. It looks to me from the docs that aliasing should be able to do the trick - but I'm wondering why the admin decided to use fetchmail. Also, I believe procmail is a possible way to do this. Any pointers gratefully received, -- *Kevin Bailey* Director/Programmer - Freeway Projects Limited Web: www.freewayprojects.com http://www.freewayprojects.com/ Email: kbai...@freewayprojects.com mailto:kbai...@freewayprojects.com Phone: +44 (0)1752 267090 -- *Kevin Bailey* Director/Programmer - Freeway Projects Limited Web: www.freewayprojects.com http://www.freewayprojects.com/ Email: kbai...@freewayprojects.com mailto:kbai...@freewayprojects.com Phone: +44 (0)1752 267090 ___ 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] Permission denied
Hmmm... strange I'm getting a response of 'Permission denied' when from an external client I'm trying to respond to a ticket. This was working OK - very unlike these sorts of systems to be inconsistant?!? Any ideas -- *Kevin Bailey* Director/Programmer - Freeway Projects Limited Web: www.freewayprojects.com http://www.freewayprojects.com/ Email: kbai...@freewayprojects.com mailto:kbai...@freewayprojects.com Phone: +44 (0)1752 267090 ___ 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] https - does it work without a certificate?
Hi, Me again! I've set up support: support rt # support: support kbailey nstone gpeter rt: |/usr/bin/rt-mailgate --queue support --action correspond --url http://cyclone.example.com/rt; in the aliases file. RT version is: ii request-tracker3.63.6.1-4 -- *Kevin Bailey* Director/Programmer - Freeway Projects Limited Web: www.freewayprojects.com http://www.freewayprojects.com/ Email: kbai...@freewayprojects.com mailto:kbai...@freewayprojects.com Phone: +44 (0)1752 267090 ___ 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] Permission denied
I really hate that error.. hard to troubleshoot, but here's what I learned... (Hmmm I think I should put this in the wiki) 1. Email addresses are used for auto-created accounts. Make sure the email address in a reply is the same as the original ticket. 2. If tickets are moved to a new queue, make sure that the requestor group has privs to respond in new queue! ( this was our problem ) I think that was the one - thanks! Kev 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 -- *Kevin Bailey* Director/Programmer - Freeway Projects Limited Web: www.freewayprojects.com http://www.freewayprojects.com/ Email: kbai...@freewayprojects.com mailto:kbai...@freewayprojects.com Phone: +44 (0)1752 267090 ___ 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
