Re: [rt-users] Backing up RT
On Tue, Jan 04, 2011 at 06:27:24PM -0600, Max McGrath wrote: *I run a nightly dump as root: mysqldump --opt rt3 -u root -p rt3.sql (assuming the root user can perform that dump) Then scp the file to another system. Since the rest of the system doesn't change much, I don't bother with much of anything else. I have a snapshot of the whole system (my RTs are VMs under VirtualBox, so they're easy to backup (single file)).* * * This is exactly what I do. Is this a decent way to be doing it -- I've always just assumed it was okay. I do it hourly, and then SCP it to another system. Should I be stopping mysql or anything before doing the mysqldump? --opt locks all the tables in a given database before backing it up so that only reads can be done on it. This is for MyISAM engine, for engines supporting ACID there's more effective option available -- bother to read mysqldump man page. If you think preventing read access to the db during backup affects the RT performance (but you should really measure the dump time first), you can look at mysqlhotcopy script (MyISAM only) which trades speed for disk space.
Re: [rt-users] Backing up RT
On Wed, 05 Jan 2011 07:45:33 -0500 Andy Graybeal andy.grayb...@casanueva.com wrote: This is exactly what I do. Is this a decent way to be doing it -- I've always just assumed it was okay. I do it hourly, and then SCP it to another system. [...] What made you do hourly dumps? I'm thinking now instead of nightly, I should be doing hourly dumps like you. It's just about the amount of stuff you're OK to lose in case of a problem requiring restoring the DB state from backups: if you have a very busy RT instance where several ticket transactions per hour is normal, you would want to do per-hour backups. If you have an RT instance which only receives few tickets per week (as we do), even weekly backups would do just fine. So it's not about one backup schedule being more correct than the other.
Re: [rt-users] webmux.pl causing Apache to fail
On Fri, 3 Dec 2010 10:40:49 - Alex Young alexyo...@housingpartners.co.uk wrote: [...] I'm receiving an odd error with RT 3.8.8 on Ubuntu 10.4 and 10.10 x64. Seems to be some kind of update that doesn't play well with webmux.pl. [...] I removed the link to /opt/rt3/etc/apache2-modperl2.conf and Apache ran fine. [...] First, is there any reason not to use the stock request-tracker3.8 package available in Ubuntu? Does it have the same error? Otherwise the only idea I have is that the DB backend configured for your RT instance is unavailable at the time apache starts because what webmux.pl does, among other things, is connecting to the specified DBMS. We had a bug with similar symptoms in Debian [1]. In my case, apache failed to start after waiting for a timeout due to inaccessible MySQL server; may be your case is similar just the timeout is not triggered for some reason. 1. http://bugs.debian.org/595054
Re: [rt-users] mandatory subject
On Tue, 5 Oct 2010 12:59:10 -0400 testwreq wreq testw...@gmail.com wrote: We receive most of our RT tickets via email. Is there a way to enforce mandatory subjects on tickets opened via email? Check this thread [1] as at some point it moves to discussing this very problem. 1. http://lists.bestpractical.com/pipermail/rt-users/2010-September/066537.html 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] Unable to access site after reboot
On Fri, 24 Sep 2010 07:16:08 -0500 Poulter, Dale dale.poul...@vanderbilt.edu wrote: We have been running RT 387 for several months without any issues. However, after a reboot of the server the site is not accessible. When we attempt to access the site we get prompted to download the file. This appears to point to a module not being loaded but no errors seem to be generated. Have any one experienced this and resolved it? Any suggestions? Thanks. To me, it looks more like a problem with the HTTP server (which you did not name). It's typical, when a handler for a particular type of scripts intended to generate a dynamic web page, fails to be set up or registered properly, the server offers to download the actual code file instead of executing it and providing its output as a page content. Of course, no errors are generated in this case as this is not a problem from the HTTP server's point of view. Also note that some browsers tend to over-aggressively cache the content type offerred by the server for a particular URL, so when you feel the problem is fixed, but the browser still offers to download the file, try from another box or with another browser. 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] Chose Scrip order?
On Tue, Sep 07, 2010 at 11:38:08AM -0400, Jeff Blaine wrote: On 9/1/2010 4:40 PM, Jeff Blaine wrote: Is there any way to prioritize Scrips? Or perhaps someone can suggest something else based on the following? So, no? :) If you did not receive this reply http://lists.bestpractical.com/pipermail/rt-users/2010-September/066446.html you should really consider tweaking your SPAM-filters, I think. 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] Mandatory Subject - EMail
On Wed, 8 Sep 2010 09:04:35 -0500
Peter Barton pbar...@iesi.com wrote:
I have seen the RT-Extension-MandatorySubject plugin and this is
great for opening tickets via the web interface. However, my company
opens at least 90% of its tickets via email. Is there anything out
that can enforce mandatory subjects on tickets opened via email?
We were facing the same problem (the difference is that in our case
100% tickets are filed using web interface) and it was solved using two
different soultions (deployed one after another, we're currently using
the first one).
The first is to make a scrip which sets the subject to the first
non-empty line of the report text.
Meta info for the scrip:
Description: 00 On Create Set Subject From Request Text
Condition: User Defined
Action: User Defined
Template: Global Template: Blank
Stage: TransactionCreate
Scrip condition code:
if ($self-TransactionObj-Type eq 'Create'
$self-TicketObj-Subject() eq '') {
return 1;
} else {
return undef;
}
Scrip code:
my @lines = split(/\n/, $self-TransactionObj-Content());
for my $line (@lines) {
$line =~ s/^\s+//;
$line =~ s/\s+$//;
if ($line ne '') {
my ($ok, $msg) = $self-TicketObj-SetSubject($line);
if (!$ok) {
$RT::Logger-error(Failed to set ticket subject: $msg);
return 0;
}
last;
}
}
return 1;
The scrip description starts with 00 to ensure it is executed
earlier that other scrips (see [1]) which is needed so that the
watchers of the relevant queue get their notification e-mail with
the subject appropriately modified.
Then we switched to using a callback for the BeforeCreate event of the
/SelfService/Create.html form and now the subject is set in that
callback using roughly the same code.
1. http://wiki.bestpractical.com/view/ScripExecOrder
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] Chose Scrip order?
On Wed, Sep 01, 2010 at 04:40:55PM -0400, Jeff Blaine wrote: Is there any way to prioritize Scrips? http://wiki.bestpractical.com/view/ScripExecOrder RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
[rt-users] How to modify ticket content from an OnCreate Scrip?
In our setup, we need to record IP address/host name of the computer
from which a user submitted his/her request using Web UI.
Our idea is to create an OnCreate Scrip which would read the REMOTE_ADDR
environment variable, resolve the IP address from it, construct some
descriptive string (like The request was from $ip [$hostname]) and
append it to the ticket in some way.
The REMOTE_ADDR environment variable is perfectly accessible from
OnCreate Scrips in our setup (Apache with mod_perl), but I have
troubles updating the ticket's content: I would love to somehow modify
the request text, but see no apparent way to do this. I managed to
create a correspond transaction for this ticket, but this has one
significant downside: it makes RT send another mail to queue watchers
which results in issuing two e-mails for admins per each request, and I
would love to have RT generate just one notify e-mail with updated
ticket text.
Is there a way to implement such direct updating of the request text
for RT 3.8.8?
The Scrip we're currently using (which uses Correspond) is below:
if (defined $ENV{REMOTE_ADDR}) {
use Socket;
my $raddr = $ENV{REMOTE_ADDR};
my $ip = inet_aton($raddr);
my $rhost = gethostbyaddr($ip, AF_INET);
my $info= Request was from $raddr [$rhost];
my ($tid, $msg, $obj) = $self-TicketObj-Correspond(
( Content = $info ));
if ($tid != 0) {
$RT::Logger-info($info);
} else {
$RT::Logger-error(Failed recording client's computer name: $msg);
}
} else {
$RT::Logger-info(REMOTE_ADDR is not defined);
}
return 1;
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] Need to read a ticket content
On Mon, Aug 23, 2010 at 03:27:05PM +0200, marco.deso...@billag.com wrote: i need to read the ticket content in my script. If i have a ticket, is there a way to read the content, an put it into a var? my $ticketContent = $self-TicketObj- ...some code to get the content... The content is a rather vague term in fact. The process of gathering full history of a ticket is described in http://wiki.bestpractical.com/view/AddTicketHistoryToMail 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 External Authenticated user permission
On Tue, 17 Aug 2010 13:42:16 -0400 Jin Fang jin.f...@utoronto.ca wrote: I am very new to RT and just finished setting up RT(3.8) working with external pubcookie authentication. So the user will be created automatically and logged into self service after passing the authentication with our pubcookie server. However, I am not be able to grant and manage user permission/privilege as I can't log into RT as root user any more(because pubcookie server doesn't store RT root user information). How can I proceed with all the administrative task? I asked almost the same question on the IRC recently (we're using external web auth via winbind), and Kevin Falcone offered a solution: create another virtual host serving the same RT instance and turn off mandatory authentication for it. That worked for me. That is, we have rt.domain.local as the worker virtual host, on which mandatory authentication via web server is turned on, users are auto-created so it has the problem you stated, and rt-admin.domain.local as the administrative virtual host which has web authentication turned off and hence permits normal logons. RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
