Re: [rt-users] RT 4 on Amazon EC2

[François Meehan]

I found a work around, instead of Apache I use NGINX and that works.

Little did I know that sending mail from an EC2 instance is problematic to
say the least.

Thanks all for your help.

On Tue, Feb 21, 2017 at 2:11 PM, François Meehan  wrote:

> Hi,
>
> I have restored a production instance of RT to an Amazon EC2 t2.small
> virtual machine. It has 2 Gig of RAM.
>
> I can’t get Apache with Mod_FCGI to work but RT will run ok when using the
> stand alone server.
>
>
> There are no error message to help.
>
> One particularity of EC2 is that is does not have a memory Swap file
> configured. I wonder if this can cause the issue.
>
> Has anyone successful at running RT 4 on EC2?
>
> Thanks in advance,
>
> --
>
> [image: VuWall]  *François MEEHAN*
> IT Administrator
> Administrateur TI T: +1 514-505-4436 <(514)%20505-4436>
> Skype: VuWall-Support
>



-- 

[image: VuWall]  *François MEEHAN*
IT Administrator
Administrateur TI T: +1 514-505-4436
Skype: VuWall-Support

Re: [rt-users] RT 4 on Amazon EC2

[Landon Stewart]

On Feb 22, 2017, at 4:09 AM, Peter Nikolaidis 
mailto:pet...@paradigmcc.com>> wrote:

Sorry- too quick with the send button. I did have to add a separate swap 
partition because my instance was indeed running out of memory. I also was not 
able to quickly get fcgi working, so I just moved on with standard Apache2. I 
am using the Amazon Ubuntu AMI.

Is there any interesting output from the command 'dmesg'?  Interesting messages 
might include 'signal 13' or other things related to memory issues.

Also what multi-processing module are you using?  Check the output of 'httpd 
-V' for the 'Server MPM' line.  It should be prefork and you should tune the 
configuration of that to use less resources if not already done.

--
Landon Stewart
Lead Analyst - Abuse and Security Management
INTERNAP ®
📧 lstew...@internap.com
🌍 www.internap.com

Re: [rt-users] RT 4 on Amazon EC2

[Peter Nikolaidis]

Sorry- too quick with the send button. I did have to add a separate swap 
partition because my instance was indeed running out of memory. I also was not 
able to quickly get fcgi working, so I just moved on with standard Apache2. I 
am using the Amazon Ubuntu AMI.
Peter

--
Peter Nikolaidis, CISSP, GCFE, GCIH, GPPA, GSNA
http://ParadigmCC.com
Ph: 617.517.2940




On Tue, Feb 21, 2017 at 2:11 PM -0500, "François Meehan"  
wrote:










Hi, 
I have restored a production instance of RT to an Amazon EC2 t2.small virtual 
machine. It has 2 Gig of RAM. 
I can’t get Apache with Mod_FCGI to work but RT will run ok when using the 
stand alone server. 

There are no error message to help. 
One particularity of EC2 is that is does not have a memory Swap file 
configured. I wonder if this can cause the issue. 
Has anyone successful at running RT 4 on EC2?
Thanks in advance, 
-- 


















François MEEHAN
IT Administrator
Administrateur TI


T: +1 514-505-4436
Skype: VuWall-Support

Re: [rt-users] RT 4 on Amazon EC2

[Peter Nikolaidis]

Hi François,
I just recently moved back to RT after three years of coping with ConnectWise 
and Autotask. I am presently running RT/Apache on a t2 nano and Postgres on 
another t2 nano instance. I have not noticed the behavior you reported, but 
have noticed that, sometime in the last week or so, apache2ctl restart no 
longer works, but /etc/init.d/apache2ctl restart does. I haven't had time to 
investigate this yet. 
Best,
Peter 

--
Peter Nikolaidis, CISSP, GCFE, GCIH, GPPA, GSNA
http://ParadigmCC.com
Ph: 617.517.2940
_
From: François Meehan 
Sent: Tuesday, February 21, 2017 2:11 PM
Subject: [rt-users] RT 4 on Amazon EC2
To:  


Hi, 
I have restored a production instance of RT to an Amazon EC2 t2.small virtual 
machine. It has 2 Gig of RAM. 
I can’t get Apache with Mod_FCGI to work but RT will run ok when using the 
stand alone server. 

There are no error message to help. 
One particularity of EC2 is that is does not have a memory Swap file 
configured. I wonder if this can cause the issue. 
Has anyone successful at running RT 4 on EC2?
Thanks in advance, 
-- 




François MEEHAN
IT Administrator
Administrateur TI   
 T: +1 514-505-4436
Skype: VuWall-Support   
 

Re: [rt-users] RT 4 on Amazon EC2

[Andrew Huddleston]

I had this issue the other day using Amazon Linux AMI.  Stand alone server 
would run, but httpd would spike to 100+% cpu, no error, no logs, no output.. 
eventually I gave up and used the Centos7 AMI, worked like a dream first time. 
I now run rt4 in aws.

Andrew Huddleston

On 22 Feb 2017, at 6:12 am, François Meehan 
mailto:fmee...@vuwall.com>> wrote:

Hi,

I have restored a production instance of RT to an Amazon EC2 t2.small virtual 
machine. It has 2 Gig of RAM.

I can’t get Apache with Mod_FCGI to work but RT will run ok when using the 
stand alone server.


There are no error message to help.

One particularity of EC2 is that is does not have a memory Swap file 
configured. I wonder if this can cause the issue.

Has anyone successful at running RT 4 on EC2?

Thanks in advance,

--

[VuWall]François MEEHAN
IT Administrator
Administrateur TI   T: +1 514-505-4436
Skype: VuWall-Support



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[rt-users] RT 4 on Amazon EC2

[François Meehan]

Hi,

I have restored a production instance of RT to an Amazon EC2 t2.small
virtual machine. It has 2 Gig of RAM.

I can’t get Apache with Mod_FCGI to work but RT will run ok when using the
stand alone server.


There are no error message to help.

One particularity of EC2 is that is does not have a memory Swap file
configured. I wonder if this can cause the issue.

Has anyone successful at running RT 4 on EC2?

Thanks in advance,

-- 

[image: VuWall]  *François MEEHAN*
IT Administrator
Administrateur TI T: +1 514-505-4436
Skype: VuWall-Support

Re: [rt-users] RT 4.x multi-instances

[Alex Vandiver]

On Sat, 14 Mar 2015 13:30:54 -0400 Gaston Huot  wrote:
> Hello.
> 
> Is there something new about running 2 RT-4.x instances on the same
> installation ?
> Most comments are quite outdated, including the wiki.
> 
> Someone doing it using version 4.x ?

Just install into two directories and use one of the fastcgi solutions;
mod_perl does not support multiple instances.
 - Alex

Re: [rt-users] RT 4.x multi-instances

[Markus . Wildbolz]

Hello!

We are running two instances of RT (4.2.9 with MySQL) as two completely 
separated installs (the installation is done in two different 
directories).
Access is separated through Apache Alias configuration.

We haven't had problems in the past, all is working fine...


BR,
Markus

[rt-users] RT 4.x multi-instances

[Gaston Huot]

Hello.

Is there something new about running 2 RT-4.x instances on the same
installation ?
Most comments are quite outdated, including the wiki.

Someone doing it using version 4.x ?

Thanks,

Gaston Huot

Re: [rt-users] RT 4 Translation problem

[Jan Niezbędny]

2013/1/22 Kevin Falcone :
> On Mon, Jan 21, 2013 at 09:51:55AM +0100, Jan Niezbędny wrote:
>> On 10/31/2012 12:58 PM, trs wrote:
>> >This is a bug; those saved search names aren't properly localized in the
>> >source. Sorry for the hassle. I opened a bug for you:
>> >http://issues.bestpractical.com/Ticket/Display.html?id=21377
>>
>> Is It done? Because I still have problem with that.
>
> I don't see any notes on the ticket, so I don't believe it has been
> worked on.

Ok, but it will be done in the near future?

>> Also i found a few new expressions that i can't catch in language file
>> and translate.
>> 2. Localization: Some ticket->Ticket metadata->People [picture 1]
>
> Nobody in Particular is the Real Name of the Nobody user.
> If you want to change it for your system, change it.  It's like Root
> has the name Enoch Root.  Running full user names through the
> localisation system seems fraught with peril.
>

I try change it for Nobody but I got this messege (picture 4)

>> 1. Localization: Some ticket->People [picture 0]
>> 3. Localization: Some ticket->Reply (to requestor) [picture 2]
>
> These two should get added to the ticket.
> You can send email to it, since you're a Requestor you should have
> mail to reply to.  You can also log in as guest and add a reply with
> screenshots.
>

Ok, but I don't have any information about this ticket, because I
can't see on my email information about starting the ticket. Maybe my
address is not added or something. If you can, please add this new
informaction to ticket.
BTW. How to login as a guest?


Regards,
Jan
<>

Re: [rt-users] RT 4 Translation problem

[Kevin Falcone]

On Mon, Jan 21, 2013 at 09:51:55AM +0100, Jan Niezbędny wrote:
> On 10/31/2012 12:58 PM, trs wrote:
> >This is a bug; those saved search names aren't properly localized in the
> >source. Sorry for the hassle. I opened a bug for you:
> >http://issues.bestpractical.com/Ticket/Display.html?id=21377
> 
> Is It done? Because I still have problem with that.

I don't see any notes on the ticket, so I don't believe it has been
worked on.

> Also i found a few new expressions that i can't catch in language file
> and translate.
> 2. Localization: Some ticket->Ticket metadata->People [picture 1]

Nobody in Particular is the Real Name of the Nobody user.
If you want to change it for your system, change it.  It's like Root
has the name Enoch Root.  Running full user names through the
localisation system seems fraught with peril.

> 1. Localization: Some ticket->People [picture 0]
> 3. Localization: Some ticket->Reply (to requestor) [picture 2]

These two should get added to the ticket.
You can send email to it, since you're a Requestor you should have
mail to reply to.  You can also log in as guest and add a reply with
screenshots.

-kevin


pgpnWvdjvE_wD.pgp
Description: PGP signature

[rt-users] RT 4 Translation problem

[Jan Niezbędny]

Vacation, vacation, ehh. Ok it's time to back to reality:)

I clean Mason Cache, twice:)
And also I put a few translation to the launchpad.

Thanks for help

We're hiring! http://bestpractical.com/jobs

Re: [rt-users] RT 4 Translation problem

[Thomas Sibley]

On 10/31/2012 08:32 AM, Jan Niezbędny wrote:
> I wanna translate a few english names to polish and it goes quite
> good. But i have problem to translate words from
> user->settings->seaved searches->My Tickets, Unowned Tickets and
> Bookmarket Tickets. I found one of them in right file with polish
> translation share/po/pl.po and put there polish words:
> msgid "My Tickets"
> msgstr "Moje zgłoszenia"
> But it doesn't change anything. Other two names i can't even find in this 
> file.
> 
> Maybe somebody knows how to change this words. I really appreciate any help

This is a bug; those saved search names aren't properly localized in the
source.  Sorry for the hassle.  I opened a bug for you:
http://issues.bestpractical.com/Ticket/Display.html?id=21377

As Kevin notes, if you're improving the Polish translation, it'd be
wonderful if you contributed your changes back to the community.  There
are instructions here for helping out:
http://requesttracker.wikia.com/wiki/TranslationRosetta and the
translation tool itself is at: https://translations.launchpad.net/rt/4.0

Thomas


We're hiring! http://bestpractical.com/jobs

Re: [rt-users] RT 4 Translation problem

[Kevin Falcone]

On Wed, Oct 31, 2012 at 10:43:10AM -0700, declaya wrote:
> 
> make sure you didn't forget to clear the Mason cache (/path to your
> rt/var/mason_data/obj).
> I also forget it sometimes and wonder why my German translations won't work.
> ;)

If folks have translation updates, it'd be awesome to have them
contributed back to launchpad so we can pull them into core.

https://translations.launchpad.net/rt
You may need to click on 'view all translations'

-kevin


pgpafgNszDfGA.pgp
Description: PGP signature

We're hiring! http://bestpractical.com/jobs

Re: [rt-users] RT 4 Translation problem

[declaya]

Hi Jan,

make sure you didn't forget to clear the Mason cache (/path to your
rt/var/mason_data/obj).
I also forget it sometimes and wonder why my German translations won't work.
;)

Hope this helps!
Have a nice evening!
declaya

   

-- 
View this message in context: 
http://old.nabble.com/RT-4-Translation-problem-tp34624758p34625441.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.


We're hiring! http://bestpractical.com/jobs

[rt-users] RT 4 Translation problem

[Jan Niezbędny]

Hi everybody,

I wanna translate a few english names to polish and it goes quite
good. But i have problem to translate words from
user->settings->seaved searches->My Tickets, Unowned Tickets and
Bookmarket Tickets. I found one of them in right file with polish
translation share/po/pl.po and put there polish words:
msgid "My Tickets"
msgstr "Moje zgłoszenia"
But it doesn't change anything. Other two names i can't even find in this file.

Maybe somebody knows how to change this words. I really appreciate any help


Greetings,
Jan
<>
We're hiring! http://bestpractical.com/jobs

[rt-users] RT 4 Book advice please

[o . nash]

I am looking for information on configuring RT 4.0.6, as it seems to be 
quite a lot different than 3.8.


I have the RT Essentials [2005] bokk but perhaps there is something
out now that is targeting RT4?

thanks
oliver
--
Oliver Nash

Re: [rt-users] RT 4 Upgrade Slow Performance - CustomFields?

[Nathan Baker]

Ruslan,

I agree with your recommendation in general for most installations,
especially ones larger than ours.  I don't think increasing the
KeepAliveTimeout is necessary anymore now that I fixed the swapping issue,
because the initial page load does not take a long time anymore.  However,
for our environment I know that there will never be more than 5 people
accessing the site at once, so we will never run into the scenario you were
giving as an example.  The reason I left the KeepAliveTimeout at 60 was
because I'd like to have it as fast as possible once a user starts doing
something, and I think a user could look at a ticket for more than 15
seconds (the default KeepAliveTimeout in my apache configuration) and then
continue on, but it's not as likely they would take longer than 60 seconds
in between clicks.  For our environment it would be fine to have 5 apache
processes dedicated for 5 users at once.

Thanks for the information on the lightweight front-end, it looks like it
would help a lot, although I think it might be overkill for our relatively
small installation.

-Nate

On Sat, Jun 2, 2012 at 6:00 PM, Ruslan Zakirov wrote:

> It shouldn't be necessary if you know how to fit things in.
>
> You don't want KeepAliveTimeout to be very high. Keep alive at 60
> seconds means that user when touched apache process holds it from
> serving other users for 60 seconds even if he doesn't do anything. 10
> users hit the server within a minute - you need 11 apache processes to
> serve next user. Your deployment is not configured for such values.
>
> For big keep alive values you need two step processing with light
> frontend and heavy backend. Frontend keep connections open and can
> hold many of them with low footprint. For example take a look at the
> following blog post:
> http://blog.webfaction.com/a-little-holiday-present, especially memory
> footprint chart.
>
> As the backend you either use FCGI server running RT, your current
> apache setup or something else.
>
> Take a look at the following extension:
>
>
> http://search.cpan.org/~ruz/RT-Extension-Nginx-0.02/lib/RT/Extension/Nginx.pm#FEATURES
>
> It generates config for nginx where a few features of the server and
> knowledge of RT are used to lower memory footprint, increase
> concurrency, lower page load times.
>
> --
> Best regards, Ruslan.
>

Re: [rt-users] RT 4 Upgrade Slow Performance - CustomFields?

[Ruslan Zakirov]

On Fri, Jun 1, 2012 at 12:07 AM, Nathan Baker  wrote:
> Thanks Kenn, I checked and didn't see any permissions globally set for
> everyone, except the Create Ticket right is set for Everyone on each of our
> queues.
>
> I made a few more changes though and am considering the problem fixed at
> this point.  I found that the system was doing a lot of memory swapping,
> even though I increased the memory from 512MB with RT 3.8.8 (and MySQL) to
> 2GB with 4.0.5 (and Postgresql).  I disabled all debugging and heavy
> logging, and adjusted the Apache configuration to increase the
> KeepAliveTimeout to 60 and reduce the MinSpareServers and MaxSpareServers.
>  The apache processes were using between 60-100MB each (because of modperl I
> think), so if you have 15 apache processes running that's potentially 1.5GB.
>  After making that change the system is "lightning fast" again.  I still
> might add 1-2GB of memory just to be safe, I just didn't think that much
> should be necessary.

It shouldn't be necessary if you know how to fit things in.

You don't want KeepAliveTimeout to be very high. Keep alive at 60
seconds means that user when touched apache process holds it from
serving other users for 60 seconds even if he doesn't do anything. 10
users hit the server within a minute - you need 11 apache processes to
serve next user. Your deployment is not configured for such values.

For big keep alive values you need two step processing with light
frontend and heavy backend. Frontend keep connections open and can
hold many of them with low footprint. For example take a look at the
following blog post:
http://blog.webfaction.com/a-little-holiday-present, especially memory
footprint chart.

As the backend you either use FCGI server running RT, your current
apache setup or something else.

Take a look at the following extension:

http://search.cpan.org/~ruz/RT-Extension-Nginx-0.02/lib/RT/Extension/Nginx.pm#FEATURES

It generates config for nginx where a few features of the server and
knowledge of RT are used to lower memory footprint, increase
concurrency, lower page load times.

> I also have rt-clean-sessions running every night, which should help some.
>
> Thank you everyone that helped!

-- 
Best regards, Ruslan.

Re: [rt-users] RT 4 Upgrade Slow Performance - CustomFields?

[Nathan Baker]

Thanks Kenn, I checked and didn't see any permissions globally set for
everyone, except the Create Ticket right is set for Everyone on each of our
queues.

I made a few more changes though and am considering the problem fixed at
this point.  I found that the system was doing a lot of memory swapping,
even though I increased the memory from 512MB with RT 3.8.8 (and MySQL) to
2GB with 4.0.5 (and Postgresql).  I disabled all debugging and heavy
logging, and adjusted the Apache configuration to increase the
KeepAliveTimeout to 60 and reduce the MinSpareServers and MaxSpareServers.
 The apache processes were using between 60-100MB each (because of modperl
I think), so if you have 15 apache processes running that's potentially
1.5GB.  After making that change the system is "lightning fast" again.  I
still might add 1-2GB of memory just to be safe, I just didn't think that
much should be necessary.

I also have rt-clean-sessions running every night, which should help some.

Thank you everyone that helped!

Re: [rt-users] RT 4 Upgrade Slow Performance - CustomFields?

[Kenneth Crocker]

Nathan,

It could be caused by granting wholesale permissions Globally for everyone
to Queues/Tickets and Custom Fields and that would make RT spend a lot of
time checking for permissions.

just a thought.

Kenn

On Wed, May 30, 2012 at 7:37 AM, Nathan Baker  wrote:

> I'm going to try and separate this thread since my issue doesn't seem to
> be related to the Search page or the SelectOwner field.  Using the Mason
> Profiler did give me some info though, it looks like it might be due to
> some custom fields:
>
> =Mason= localhost -
> /Ticket/Elements/ShowCustomFields {{{
> =Mason= localhost -
> /Elements/ShowCustomFields {{{
> =Mason= localhost -
> /Elements/ShowCustomFields }}} 2.0221
> =Mason= localhost -
> /Ticket/Elements/ShowCustomFields }}} 2.0261
> ...
> =Mason= localhost - /autohandler }}} 3.2073
>
> Is it normal that having 1-2 custom fields with about 10-20 options for
> each would cause this extra delay.  I know 2 seconds doesn't seem like
> much, but it can sometimes be longer.  Can anyone give me any tips as to
> what the issue could be?  Is Mason maybe caching that differently?
>
> Thanks,
> Nate
>

Re: [rt-users] RT 4 Upgrade Slow Performance - CustomFields?

[Nathan Baker]

Okay...just an update.  This is definitely directly tied to the Apache
KeepAliveTimeout setting.  The default was 15 seconds for my installation,
and if I change it to 10 seconds or 60 seconds that is exactly how long of
a wait is required to make it "slow" again.

So from here it looks like the options are:
1) Something is rebuilding after the KeepAliveTimeout expires that
shouldn't be
or
2) Something should be rebuilding and my server is not doing that fast
enough.

The server I'm using has one Xeon 2.4GHz CPU and 2GB Memory (it is
virtual).  Any pointers on what's happening when the KeepAliveTimout
expires would be greatly appreciated.

-Nate

Re: [rt-users] RT 4 Upgrade Slow Performance - CustomFields?

[Nathan Baker]

Ruslan,

I guess what I was getting at is I don't think the SQL queries are the
problem here.  The sum (by using your perl code) was 0.324813 seconds, much
less than 4 seconds.

I'm still trying different Apache settings, Postgresql settings, etc., but
here's a different way to explain the issue:

I can click on Home, then click on a ticket, then Home, then a ticket,
etc., for as long as I want and it is very fast (page load time is about
0.2-0.3 seconds).

If I wait for about 5 seconds, I can continue this without any change.

If I wait for even 10 seconds, or 30 seconds, or anything longer, when I
click on either Home or a ticket, the page takes about 2-4 seconds to load.
This will happen for both the Home page and a ticket Display page the first
time they are each displayed, and after that they are very fast again.
 This is why it seems to me it has to be an Apache or Mason cache/timeout
issue.  It's almost like it's compiling or building something again, which
is why I originally was drawn to the Javascript minifier suggestion.

I really appreciate your advice on this.

-Nate

On Wed, May 30, 2012 at 3:49 PM, Ruslan Zakirov wrote:

> On Wed, May 30, 2012 at 10:15 PM, Nathan Baker  wrote:
> > Ruslan,
> >
> > I wasn't aware that sessions had to be cleared, but now that you
> mentioned
> > it I looked and there were almost 10k sessions in our table.  I cleared
> that
> > out and it does not seem to be slow in that section anymore.  I've also
> > added that command to crontab to run daily.
> >
> > It seems much better after doing that, I don't see any pages taking over
> 3-4
> > seconds to load anymore.  I do still see some taking about 2-3 seconds to
> > load.  That is more usable, although I would like to get it better if
> > possible.  I turned on logging of SQL statements in RT only for now, I'm
> not
> > as familiar with Postgresql as I am with MySQL, but I could look into
> > logging in there if necessary.
> >
> > We only have about 5 staff using the RT web interface.  The longest
> queries
> > I see are still fairly quick I think, but here are a couple examples of
> the
> > longer ones for Display.html:
> >
> > [Wed May 30 17:52:44 2012] [debug]: SQL(0.136027s): SELECT  * FROM Groups
> > WHERE LOWER(Domain) = LOWER(?) AND LOWER(Type) = LOWER(?);  [ bound
> values:
> > 'SystemInternal' 'Privileged' ]
> > (/usr/share/request-tracker4/lib/RT/Interface/Web.pm:1115)
>
> This one is sort of "known issue". We have code paths where LOWER is
> used and is not used, but indexes for Pg on Groups table don't account
> this. Proper way would be to collect as many queries as possible that
> select or join Groups table, do analysis and come up with set of
> indexes for the table. I would love to take a look at such log.
>
> For this particular query index on LOWER(Domain) would be enough or
> (LOWER(Domain), LOWER(Type)) pair.
>
> > [Wed May 30 17:49:20 2012] [debug]: SQL(0.387888s): SELECT DISTINCT
> main.*
> > FROM Users main JOIN Principals Principals_1  ON ( Principals_1.id =
> main.id
> > ) JOIN CachedGroupMembers CachedGroupMembers_2  ON (
> > CachedGroupMembers_2.MemberId = Principals_1.id )  WHERE
> > (Principals_1.Disabled = '0') AND (CachedGroupMembers_2.GroupId =
> '25472')
> > AND (CachedGroupMembers_2.Disabled = '0') AND
> > (LOWER(Principals_1.PrincipalType) = 'user')  ORDER BY main.Name ASC ;
> > (/usr/share/request-tracker4/lib/RT/Interface/Web.pm:1115)
>
> Hard to tell anything without EXPLAIN ANALYZE... This query selects
> users who are not disabled and recursive members of a group. Select
> from Groups by id to see how important this query is.
>
> > Here is an example summary of a page load (with SQL logging on and Mason
> > profiling off) for Display.html:
> > 48 Queries
> > 4.1 Seconds page load
> > Longest query:
> > [Wed May 30 17:56:19 2012] [debug]: SQL(0.118095s): SELECT  * FROM Groups
> > WHERE LOWER(Domain) = LOWER(?) AND LOWER(Type) = LOWER(?);  [ bound
> values:
> > 'SystemInternal' 'Unprivileged' ]
> > (/usr/share/request-tracker4/lib/RT/Interface/Web.pm:1115)
> >
> > All other queries < 0.1 seconds, most are < 0.01 seconds
>
> Use the following command to calculate how much time all 48 queries took:
>
> cat part.of.rt.log | perl -ne '$res += (/SQL\(([0-9.]+s)\)/)[0] || 0;
> END { print "$res\n"}'
>
> Question is how close the sum to 4 seconds.
>
> > Thanks,
> > Nate
>
> --
> Best regards, Ruslan.
>

Re: [rt-users] RT 4 Upgrade Slow Performance - CustomFields?

[Ruslan Zakirov]

On Wed, May 30, 2012 at 10:15 PM, Nathan Baker  wrote:
> Ruslan,
>
> I wasn't aware that sessions had to be cleared, but now that you mentioned
> it I looked and there were almost 10k sessions in our table.  I cleared that
> out and it does not seem to be slow in that section anymore.  I've also
> added that command to crontab to run daily.
>
> It seems much better after doing that, I don't see any pages taking over 3-4
> seconds to load anymore.  I do still see some taking about 2-3 seconds to
> load.  That is more usable, although I would like to get it better if
> possible.  I turned on logging of SQL statements in RT only for now, I'm not
> as familiar with Postgresql as I am with MySQL, but I could look into
> logging in there if necessary.
>
> We only have about 5 staff using the RT web interface.  The longest queries
> I see are still fairly quick I think, but here are a couple examples of the
> longer ones for Display.html:
>
> [Wed May 30 17:52:44 2012] [debug]: SQL(0.136027s): SELECT  * FROM Groups
> WHERE LOWER(Domain) = LOWER(?) AND LOWER(Type) = LOWER(?);  [ bound values:
> 'SystemInternal' 'Privileged' ]
> (/usr/share/request-tracker4/lib/RT/Interface/Web.pm:1115)

This one is sort of "known issue". We have code paths where LOWER is
used and is not used, but indexes for Pg on Groups table don't account
this. Proper way would be to collect as many queries as possible that
select or join Groups table, do analysis and come up with set of
indexes for the table. I would love to take a look at such log.

For this particular query index on LOWER(Domain) would be enough or
(LOWER(Domain), LOWER(Type)) pair.

> [Wed May 30 17:49:20 2012] [debug]: SQL(0.387888s): SELECT DISTINCT main.*
> FROM Users main JOIN Principals Principals_1  ON ( Principals_1.id = main.id
> ) JOIN CachedGroupMembers CachedGroupMembers_2  ON (
> CachedGroupMembers_2.MemberId = Principals_1.id )  WHERE
> (Principals_1.Disabled = '0') AND (CachedGroupMembers_2.GroupId = '25472')
> AND (CachedGroupMembers_2.Disabled = '0') AND
> (LOWER(Principals_1.PrincipalType) = 'user')  ORDER BY main.Name ASC ;
> (/usr/share/request-tracker4/lib/RT/Interface/Web.pm:1115)

Hard to tell anything without EXPLAIN ANALYZE... This query selects
users who are not disabled and recursive members of a group. Select
from Groups by id to see how important this query is.

> Here is an example summary of a page load (with SQL logging on and Mason
> profiling off) for Display.html:
> 48 Queries
> 4.1 Seconds page load
> Longest query:
> [Wed May 30 17:56:19 2012] [debug]: SQL(0.118095s): SELECT  * FROM Groups
> WHERE LOWER(Domain) = LOWER(?) AND LOWER(Type) = LOWER(?);  [ bound values:
> 'SystemInternal' 'Unprivileged' ]
> (/usr/share/request-tracker4/lib/RT/Interface/Web.pm:1115)
>
> All other queries < 0.1 seconds, most are < 0.01 seconds

Use the following command to calculate how much time all 48 queries took:

cat part.of.rt.log | perl -ne '$res += (/SQL\(([0-9.]+s)\)/)[0] || 0;
END { print "$res\n"}'

Question is how close the sum to 4 seconds.

> Thanks,
> Nate

-- 
Best regards, Ruslan.

Re: [rt-users] RT 4 Upgrade Slow Performance - CustomFields?

[Nathan Baker]

Ruslan,

I wasn't aware that sessions had to be cleared, but now that you mentioned
it I looked and there were almost 10k sessions in our table.  I cleared
that out and it does not seem to be slow in that section anymore.  I've
also added that command to crontab to run daily.

It seems much better after doing that, I don't see any pages taking over
3-4 seconds to load anymore.  I do still see some taking about 2-3 seconds
to load.  That is more usable, although I would like to get it better if
possible.  I turned on logging of SQL statements in RT only for now, I'm
not as familiar with Postgresql as I am with MySQL, but I could look into
logging in there if necessary.

We only have about 5 staff using the RT web interface.  The longest queries
I see are still fairly quick I think, but here are a couple examples of the
longer ones for Display.html:

[Wed May 30 17:52:44 2012] [debug]: SQL(0.136027s): SELECT  * FROM Groups
WHERE LOWER(Domain) = LOWER(?) AND LOWER(Type) = LOWER(?);  [ bound values:
'SystemInternal' 'Privileged' ]
(/usr/share/request-tracker4/lib/RT/Interface/Web.pm:1115)

[Wed May 30 17:49:20 2012] [debug]: SQL(0.387888s): SELECT DISTINCT main.*
FROM Users main JOIN Principals Principals_1  ON ( Principals_1.id =
main.id) JOIN CachedGroupMembers CachedGroupMembers_2  ON (
CachedGroupMembers_2.MemberId = Principals_1.id )  WHERE
(Principals_1.Disabled = '0') AND (CachedGroupMembers_2.GroupId = '25472')
AND (CachedGroupMembers_2.Disabled = '0') AND
(LOWER(Principals_1.PrincipalType) = 'user')  ORDER BY main.Name ASC ;
(/usr/share/request-tracker4/lib/RT/Interface/Web.pm:1115)

Here is an example summary of a page load (with SQL logging on and Mason
profiling off) for Display.html:
48 Queries
4.1 Seconds page load
Longest query:
[Wed May 30 17:56:19 2012] [debug]: SQL(0.118095s): SELECT  * FROM Groups
WHERE LOWER(Domain) = LOWER(?) AND LOWER(Type) = LOWER(?);  [ bound values:
'SystemInternal' 'Unprivileged' ]
(/usr/share/request-tracker4/lib/RT/Interface/Web.pm:1115)

All other queries < 0.1 seconds, most are < 0.01 seconds

Thanks,
Nate

On Wed, May 30, 2012 at 12:09 PM, Ruslan Zakirov wrote:

> On Wed, May 30, 2012 at 7:53 PM, Nathan Baker  wrote:
> > Ruslan,
> >
> > I actually started the other thread, so my details are in the first post.
> >  That thread was sort of hijacked (no big deal) and getting messy, so I
> > wanted to separate them.  I'm using Postgresql, not MySQL, and had
> already
> > turned on the SQL statement log and all queries seemed to be completing
> > quickly.
>
> I know that your thread was hijacked, but this one lacks history and
> for me it's hard
> to jump between threads to figure out background. Anyway, see comments
> below.
>
> Do you log SQL statements on RT side or in Pg? In your case I would
> recommend
> to enable both method for a while.
>
> > I think I might have been too quick to assume it's the custom fields
> though,
> > I've been testing it for a few hours now and I don't see that part being
> > slow anymore.  To be honest the only part I see being consistently slow
> > right now is:
> >
> > =Mason= localhost - /Elements/SetupSessionCookie {{{
> > =Mason= localhost - /Elements/SetupSessionCookie }}} 1.9105
> >
> > That seems to take about 2 seconds on about 30% of page loads.  Is that
> > normal?
>
> Nope. It's either big session size or you don't clean sessions table from
> old
> records with rt-clean-sessions.
>
> SELECT COUNT(1) FROM sessions;
>
> Above should say how many records you have in the table.
>
> Also, sessions are locked and if you click a link or refresh while page
> is still loading then time on SetupSessionCookie can contain time it
> was waiting for lock to be released by previous request.
>
> I'm not sure how you're testing. If your DB is actively used by many RT
> users then it's hard to tell what's slow.
>
> > I will try to turn off caching in Postgresql though to see if that
> verifies
> > your theory about slow queries.
>
> Ah. You migrated to Pg. Caching in Pg is different from mysql.
>
> > Thanks!
> > Nate
>
> --
> Best regards, Ruslan.
>

Re: [rt-users] RT 4 Upgrade Slow Performance - CustomFields?

[Ruslan Zakirov]

On Wed, May 30, 2012 at 7:53 PM, Nathan Baker  wrote:
> Ruslan,
>
> I actually started the other thread, so my details are in the first post.
>  That thread was sort of hijacked (no big deal) and getting messy, so I
> wanted to separate them.  I'm using Postgresql, not MySQL, and had already
> turned on the SQL statement log and all queries seemed to be completing
> quickly.

I know that your thread was hijacked, but this one lacks history and
for me it's hard
to jump between threads to figure out background. Anyway, see comments below.

Do you log SQL statements on RT side or in Pg? In your case I would recommend
to enable both method for a while.

> I think I might have been too quick to assume it's the custom fields though,
> I've been testing it for a few hours now and I don't see that part being
> slow anymore.  To be honest the only part I see being consistently slow
> right now is:
>
> =Mason= localhost -         /Elements/SetupSessionCookie {{{
> =Mason= localhost -         /Elements/SetupSessionCookie }}} 1.9105
>
> That seems to take about 2 seconds on about 30% of page loads.  Is that
> normal?

Nope. It's either big session size or you don't clean sessions table from old
records with rt-clean-sessions.

SELECT COUNT(1) FROM sessions;

Above should say how many records you have in the table.

Also, sessions are locked and if you click a link or refresh while page
is still loading then time on SetupSessionCookie can contain time it
was waiting for lock to be released by previous request.

I'm not sure how you're testing. If your DB is actively used by many RT
users then it's hard to tell what's slow.

> I will try to turn off caching in Postgresql though to see if that verifies
> your theory about slow queries.

Ah. You migrated to Pg. Caching in Pg is different from mysql.

> Thanks!
> Nate

-- 
Best regards, Ruslan.

Re: [rt-users] RT 4 Upgrade Slow Performance - CustomFields?

[Nathan Baker]

Ruslan,

I actually started the other thread, so my details are in the first post.
 That thread was sort of hijacked (no big deal) and getting messy, so I
wanted to separate them.  I'm using Postgresql, not MySQL, and had already
turned on the SQL statement log and all queries seemed to be completing
quickly.

I think I might have been too quick to assume it's the custom fields
though, I've been testing it for a few hours now and I don't see that part
being slow anymore.  To be honest the only part I see being consistently
slow right now is:

=Mason= localhost - /Elements/SetupSessionCookie {{{
=Mason= localhost - /Elements/SetupSessionCookie }}} 1.9105

That seems to take about 2 seconds on about 30% of page loads.  Is that
normal?

I will try to turn off caching in Postgresql though to see if that verifies
your theory about slow queries.

Thanks!
Nate

On Wed, May 30, 2012 at 11:37 AM, Ruslan Zakirov wrote:

> On Wed, May 30, 2012 at 6:37 PM, Nathan Baker  wrote:
> > I'm going to try and separate this thread since my issue doesn't seem to
> be
> > related to the Search page or the SelectOwner field.  Using the Mason
> > Profiler did give me some info though, it looks like it might be due to
> some
> > custom fields:
> >
> > =Mason= localhost -
> > /Ticket/Elements/ShowCustomFields {{{
> > =Mason= localhost -
> > /Elements/ShowCustomFields {{{
> > =Mason= localhost -
> > /Elements/ShowCustomFields }}} 2.0221
> > =Mason= localhost -
> > /Ticket/Elements/ShowCustomFields }}} 2.0261
> > ...
> > =Mason= localhost - /autohandler }}} 3.2073
> >
> > Is it normal that having 1-2 custom fields with about 10-20 options for
> each
> > would cause this extra delay.  I know 2 seconds doesn't seem like much,
> but
> > it can sometimes be longer.  Can anyone give me any tips as to what the
> > issue could be?  Is Mason maybe caching that differently?
>
> Nate,
>
> Separating threads is correct, but skipping details about your system
> is not so good.
>
> I think here it's either slow one query or many semi-fast
> queries. If you collect all queries for this page, it wouldn't be too
> hard to isolate those that executed by ShowCustomFields.
>
> The fact that subsequent requests take less time suggests that queries
> end up in mysql query cache and are fast until cache is flushed. To
> confirm you can disable cache in mysql for some time and check if
> problem is repeatable on every request.
>
> >
> > Thanks,
> > Nate
>
>
>
> --
> Best regards, Ruslan.
>

Re: [rt-users] RT 4 Upgrade Slow Performance - CustomFields?

[Ruslan Zakirov]

On Wed, May 30, 2012 at 6:37 PM, Nathan Baker  wrote:
> I'm going to try and separate this thread since my issue doesn't seem to be
> related to the Search page or the SelectOwner field.  Using the Mason
> Profiler did give me some info though, it looks like it might be due to some
> custom fields:
>
> =Mason= localhost -
> /Ticket/Elements/ShowCustomFields {{{
> =Mason= localhost -
> /Elements/ShowCustomFields {{{
> =Mason= localhost -
> /Elements/ShowCustomFields }}} 2.0221
> =Mason= localhost -
> /Ticket/Elements/ShowCustomFields }}} 2.0261
> ...
> =Mason= localhost -     /autohandler }}} 3.2073
>
> Is it normal that having 1-2 custom fields with about 10-20 options for each
> would cause this extra delay.  I know 2 seconds doesn't seem like much, but
> it can sometimes be longer.  Can anyone give me any tips as to what the
> issue could be?  Is Mason maybe caching that differently?

Nate,

Separating threads is correct, but skipping details about your system
is not so good.

I think here it's either slow one query or many semi-fast
queries. If you collect all queries for this page, it wouldn't be too
hard to isolate those that executed by ShowCustomFields.

The fact that subsequent requests take less time suggests that queries
end up in mysql query cache and are fast until cache is flushed. To
confirm you can disable cache in mysql for some time and check if
problem is repeatable on every request.

>
> Thanks,
> Nate



-- 
Best regards, Ruslan.

[rt-users] RT 4 Upgrade Slow Performance - CustomFields?

[Nathan Baker]

I'm going to try and separate this thread since my issue doesn't seem to be
related to the Search page or the SelectOwner field.  Using the Mason
Profiler did give me some info though, it looks like it might be due to
some custom fields:

=Mason= localhost -
/Ticket/Elements/ShowCustomFields {{{
=Mason= localhost -
/Elements/ShowCustomFields {{{
=Mason= localhost -
/Elements/ShowCustomFields }}} 2.0221
=Mason= localhost -
/Ticket/Elements/ShowCustomFields }}} 2.0261
...
=Mason= localhost - /autohandler }}} 3.2073

Is it normal that having 1-2 custom fields with about 10-20 options for
each would cause this extra delay.  I know 2 seconds doesn't seem like
much, but it can sometimes be longer.  Can anyone give me any tips as to
what the issue could be?  Is Mason maybe caching that differently?

Thanks,
Nate

Re: [rt-users] RT 4 Upgrade Slow Performance

[Tim Cutts]

I saw this too.  Since it seems to be SelectOwner that's slow (it was for me 
too - I have several hundred privileged users on our RT) the thing I did to fix 
it was to set the appropriate option in RT_SiteConfig to use a text box with 
the new autocomplete rather than the drop down.  It's both much faster to load, 
and a lot quicker to actually use as well.

Set($AutocompleteOwnersForSearch, 1);

Regards,

Tim

--
 The Wellcome Trust Sanger Institute is operated by Genome Research
 Limited, a charity registered in England with number 1021457 and a
 company registered in England with number 2742969, whose registered
 office is 215 Euston Road, London, NW1 2BE.

Re: [rt-users] RT 4 Upgrade Slow Performance

[Ruslan Zakirov]

On Wed, May 30, 2012 at 2:01 AM, Darren Nickerson  wrote:
>
> On May 29, 2012, at 5:56 PM, Ruslan Zakirov wrote:
>
>
> How many users do you have in the owner dropdown in search builder?
>
>
> Only 10. And the next time I load this page (and with each attempt
> immediately after) the number is much healthier:
>
> =Mason= localhost -
> /Elements/SelectOwnerDropdown {{{

[snip]

> But if I wait a few minutes and try again, it will be slow again.
>
>
> Can you write a script that sums numbers after ShowUserVerbose to make
> sure problem in number of users and not something in
> SelectOwnerDropdown?
>
>
>
> I'm sorry, I'm having a hard time even understanding what you mean there ...
> I therefore conclude it's something I would NOT be able to do.

Hi Daren,

No need to write anything. I've misread the cut from the log.

In your case I suspect slow query. Enable SQL logging in RT, wait
until it's slow, go to Build.html page, get slow SQL from logs and
send EXPLAIN to the list in different conversation thread. As
alternative just enable logging of slow queries in mysql.

> -d



-- 
Best regards, Ruslan.

Re: [rt-users] RT 4 Upgrade Slow Performance

[Nathan Baker]

Ruslan,

Thank you, that provided some great info.  I'm wondering if my issue (or
one of them) is from our custom fields.  There is one spot where it
consistently takes a couple seconds:

=Mason= localhost -
/Ticket/Elements/ShowCustomFields {{{
=Mason= localhost -
/Elements/ShowCustomFields {{{
=Mason= localhost -
/Elements/ShowCustomFields }}} 2.0221
=Mason= localhost -
/Ticket/Elements/ShowCustomFields }}} 2.0261
...
=Mason= localhost - /autohandler }}} 3.2073

We only have 1 or 2 custom fields (depending on the Queue), and there are
less than 20 options for each.  Any ideas what could cause that, or is that
normal for custom fields?

Thanks,
Nate

On Tue, May 29, 2012 at 4:59 PM, Ruslan Zakirov wrote:

> Hi,
>
> Probably next step would be Mason profiler. It's described in
> RT_Config.pm. Once you know where WebUI is slow return back.
>
> On Wed, May 30, 2012 at 12:32 AM, Nathan Baker  wrote:
> > Hello Everyone,
> >
> > We've upgraded from RT 3.8.8 with MySQL to RT 4.0.5 (debian package) with
> > Postgresql, and are having some performance issues with the web
> interface.
> >  I've searched the list archives and Google, and haven't been able to
> find
> > the issue.  I'm hoping someone can help point me in the right direction.
> >  Basically, the first time I visit any page (Home, Display, etc.) it
> takes
> > 3-5 seconds to load, and sometimes 10-15 seconds.  If I keep clicking on
> > other links as soon as the pages load, it's fast and loads pages in 0.2 -
> > 0.3 seconds.  If I wait for about 15-30 seconds and then click a link
> again,
> > it takes 3-5 seconds to load again.  Updating tickets seems to
> consistently
> > take 3-5 seconds.
> >
> > Here's some info about our installation:
> > - About 6,000 tickets, 5 active users
> > - Increased memory to 2GB, running on VMWare
> > - Increased Postgresql shared_buffers and effective_cache_size
> > (http://wiki.postgresql.org/wiki/Tuning_Your_PostgreSQL_Server)
> > - Changed JS Minifier to jsmin as suggested
> > here: http://www.gossamer-threads.com/lists/rt/users/102703
> >
> > Our config seems fairly basic compared so some examples I've seen, I can
> > post it if necessary though.  We are using FullTextSearch and
> CommandByMail,
> > although I've tried disabling them both.  I turned on debugging to a log
> > file, and I don't see anything unusual.  I also turned on the SQL
> statement
> > log, and didn't see any queries taking a long time.  The longest was 0.12
> > seconds.  I tried disabling the Javascript Minifier in JS.pm like I've
> seen
> > in other posts, and that didn't seem to make a difference.
> >
> > Any help would be greatly appreciated.
> >
> > Thanks,
> > Nate
>
>
>
> --
> Best regards, Ruslan.
>

Re: [rt-users] RT 4 Upgrade Slow Performance

[Darren Nickerson]

On May 29, 2012, at 5:56 PM, Ruslan Zakirov wrote:
> 
> How many users do you have in the owner dropdown in search builder?

Only 10. And the next time I load this page (and with each attempt immediately 
after) the number is much healthier:

=Mason= localhost - 
/Elements/SelectOwnerDropdown {{{
=Mason= localhost - /Elements/ShowUser {{{
=Mason= localhost - 
/Elements/ShowUserVerbose {{{
=Mason= localhost - 
/Elements/ShowUserVerbose }}} 0.0018
=Mason= localhost - /Elements/ShowUser }}} 
0.0042
=Mason= localhost - /Elements/ShowUser {{{
=Mason= localhost - 
/Elements/ShowUserVerbose {{{
=Mason= localhost - 
/Elements/ShowUserVerbose }}} 0.0017
=Mason= localhost - /Elements/ShowUser }}} 
0.0036
=Mason= localhost - /Elements/ShowUser {{{
=Mason= localhost - 
/Elements/ShowUserVerbose {{{
=Mason= localhost - 
/Elements/ShowUserVerbose }}} 0.0018
=Mason= localhost - /Elements/ShowUser }}} 
0.0036
=Mason= localhost - /Elements/ShowUser {{{
=Mason= localhost - 
/Elements/ShowUserVerbose {{{
=Mason= localhost - 
/Elements/ShowUserVerbose }}} 0.0018
=Mason= localhost - /Elements/ShowUser }}} 
0.0036
=Mason= localhost - /Elements/ShowUser {{{
=Mason= localhost - 
/Elements/ShowUserVerbose {{{
=Mason= localhost - 
/Elements/ShowUserVerbose }}} 0.0017
=Mason= localhost - /Elements/ShowUser }}} 
0.0035
=Mason= localhost - /Elements/ShowUser {{{
=Mason= localhost - 
/Elements/ShowUserVerbose {{{
=Mason= localhost - 
/Elements/ShowUserVerbose }}} 0.0063
=Mason= localhost - /Elements/ShowUser }}} 
0.0082
=Mason= localhost - /Elements/ShowUser {{{
=Mason= localhost - 
/Elements/ShowUserVerbose {{{
=Mason= localhost - 
/Elements/ShowUserVerbose }}} 0.0018
=Mason= localhost - /Elements/ShowUser }}} 
0.0035
=Mason= localhost - /Elements/ShowUser {{{
=Mason= localhost - 
/Elements/ShowUserVerbose {{{
=Mason= localhost - 
/Elements/ShowUserVerbose }}} 0.0017
=Mason= localhost - /Elements/ShowUser }}} 
0.0035
=Mason= localhost - /Elements/ShowUser {{{
=Mason= localhost - 
/Elements/ShowUserVerbose {{{
=Mason= localhost - 
/Elements/ShowUserVerbose }}} 0.0017
=Mason= localhost - /Elements/ShowUser }}} 
0.0035
=Mason= localhost - /Elements/ShowUser {{{
=Mason= localhost - 
/Elements/ShowUserVerbose {{{
=Mason= localhost - 
/Elements/ShowUserVerbose }}} 0.0018
=Mason= localhost - /Elements/ShowUser }}} 
0.0035
=Mason= localhost - 
/Elements/SelectOwnerDropdown }}} 0.0552


But if I wait a few minutes and try again, it will be slow again.


> Can you write a script that sums numbers after ShowUserVerbose to make
> sure problem in number of users and not something in
> SelectOwnerDropdown?


I'm sorry, I'm having a hard time even understanding what you mean there ... I 
therefore conclude it's something I would NOT be able to do.

-d
 

Re: [rt-users] RT 4 Upgrade Slow Performance

[Ruslan Zakirov]

On Wed, May 30, 2012 at 1:42 AM, Darren Nickerson  wrote:
>
> On May 29, 2012, at 4:54 PM, Darren Nickerson wrote:
>
>
> We're seeing similar performance regression after an upgrade from 4.0.0rc5
> to 4.0.5. I just loaded a very short ticket for the first time, it took 16
> seconds. I did a reload on the page, and it took less than 2 seconds. I also
> went to Tickets -> New Search, and it took a full 20 seconds to load.
> Subsequent reloads of that page were essentially immediate. Within 10
> minutes of not using RT much, opening a few tickets etc but then letting it
> sit idle for 10 minutes, going back to Tickets->New Search once again took
> 20 seconds to load, and was fast on subsequent loads
>
> Have I misconfigured or broken some cache mechanism?
>
> Our support staff have complained of a variety of long hangs/pauses like
> this and I still haven't pinned it down enough much more than I outline
> above. Our setup is very vanilla, MySQL with very little customization of RT
> ... if there's instructions anywhere on how to figure out what's consuming
> all the time I'd be happy to dig into it and report back here. I've been
> meaning to try some of the other ways to invoke RT, we're using
> apache+FastCGI right now, but there just hasn't been time. Perhaps the next
> time I'm waiting for query builder to load ... ;-)
>
>
>
> I enabled the profiler per Ruslan's advice, and loaded the new search page.
> It took over 20 seconds. It generated a lot of output, should I include it
> all here? I think the relevant bit might be:
>
> =Mason= localhost -
> /Elements/SelectOwnerDropdown {{{
> =Mason= localhost -                                     /Elements/ShowUser
> {{{
> =Mason= localhost -
> /Elements/ShowUserVerbose {{{
> =Mason= localhost -
> /Elements/ShowUserVerbose }}} 0.0021
> =Mason= localhost -                                     /Elements/ShowUser
> }}} 0.0045
> =Mason= localhost -                                     /Elements/ShowUser
> {{{
> =Mason= localhost -
> /Elements/ShowUserVerbose {{{
> =Mason= localhost -
> /Elements/ShowUserVerbose }}} 0.0020
> =Mason= localhost -                                     /Elements/ShowUser
> }}} 0.0042
> =Mason= localhost -                                     /Elements/ShowUser
> {{{
> =Mason= localhost -
> /Elements/ShowUserVerbose {{{
> =Mason= localhost -
> /Elements/ShowUserVerbose }}} 0.0018
> =Mason= localhost -                                     /Elements/ShowUser
> }}} 0.0038
> =Mason= localhost -                                     /Elements/ShowUser
> {{{
> =Mason= localhost -
> /Elements/ShowUserVerbose {{{
> =Mason= localhost -
> /Elements/ShowUserVerbose }}} 0.0018
> =Mason= localhost -                                     /Elements/ShowUser
> }}} 0.0037
> =Mason= localhost -                                     /Elements/ShowUser
> {{{
> =Mason= localhost -
> /Elements/ShowUserVerbose {{{
> =Mason= localhost -
> /Elements/ShowUserVerbose }}} 0.0019
> =Mason= localhost -                                     /Elements/ShowUser
> }}} 0.0038
> =Mason= localhost -                                     /Elements/ShowUser
> {{{
> =Mason= localhost -
> /Elements/ShowUserVerbose {{{
> =Mason= localhost -
> /Elements/ShowUserVerbose }}} 0.0019
> =Mason= localhost -                                     /Elements/ShowUser
> }}} 0.0038
> =Mason= localhost -                                     /Elements/ShowUser
> {{{
> =Mason= localhost -
> /Elements/ShowUserVerbose {{{
> =Mason= localhost -
> /Elements/ShowUserVerbose }}} 0.0019
> =Mason= localhost -                                     /Elements/ShowUser
> }}} 0.0038
> =Mason= localhost -                                     /Elements/ShowUser
> {{{
> =Mason= localhost -
> /Elements/ShowUserVerbose {{{
> =Mason= localhost -
> /Elements/ShowUserVerbose }}} 0.0019
> =Mason= localhost -                                     /Elements/ShowUser
> }}} 0.0038
> =Mason= localhost -                                     /Elements/ShowUser
> {{{
> =Mason= localhost -
> /Elements/ShowUserVerbose {{{
> =Mason= localhost -
> /Elements/ShowUserVerbose }}} 0.0019
> =Mason= localhost -                                     /Elements/ShowUser
> }}} 0.0038
> =Mason= localhost -                                     /Elements/ShowUser
> {{{
> =Mason= localhost -
> /Elements/ShowUserVerbose {{{
> =Mason= localhost -
> /Elements/ShowUserVerbose }}} 0.0019
> =Mason= localhost -                                     /Elements/ShowUser
> }}} 0.0042
> =Mason= localhost -
> /Elements/SelectOwnerDropdown }}} 20.9869
>
> I'm not sure how we get from all those small values to 20 seconds, but it
> does seem to represent the lion's share of the slow-down. The last few lines
> look like:
>
> =Mason= localhost -         /Search/Build.html }}} 21.7671
> =Mason= localhost -         /Elements/Footer {{{
> =Mason= localhost -         /Elements/Footer }}} 0.0030
> =Mason= localhost -     /autohandler }}} 21.7901
> =Mason= localhost - /Search/Build.html }}} ENDS

Re: [rt-users] RT 4 Upgrade Slow Performance

[Darren Nickerson]

On May 29, 2012, at 4:54 PM, Darren Nickerson wrote:
> 
> We're seeing similar performance regression after an upgrade from 4.0.0rc5 to 
> 4.0.5. I just loaded a very short ticket for the first time, it took 16 
> seconds. I did a reload on the page, and it took less than 2 seconds. I also 
> went to Tickets -> New Search, and it took a full 20 seconds to load. 
> Subsequent reloads of that page were essentially immediate. Within 10 minutes 
> of not using RT much, opening a few tickets etc but then letting it sit idle 
> for 10 minutes, going back to Tickets->New Search once again took 20 seconds 
> to load, and was fast on subsequent loads
> 
> Have I misconfigured or broken some cache mechanism?
> 
> Our support staff have complained of a variety of long hangs/pauses like this 
> and I still haven't pinned it down enough much more than I outline above. Our 
> setup is very vanilla, MySQL with very little customization of RT ... if 
> there's instructions anywhere on how to figure out what's consuming all the 
> time I'd be happy to dig into it and report back here. I've been meaning to 
> try some of the other ways to invoke RT, we're using apache+FastCGI right 
> now, but there just hasn't been time. Perhaps the next time I'm waiting for 
> query builder to load ... ;-)


I enabled the profiler per Ruslan's advice, and loaded the new search page. It 
took over 20 seconds. It generated a lot of output, should I include it all 
here? I think the relevant bit might be:

=Mason= localhost - 
/Elements/SelectOwnerDropdown {{{
=Mason= localhost - /Elements/ShowUser {{{
=Mason= localhost - 
/Elements/ShowUserVerbose {{{
=Mason= localhost - 
/Elements/ShowUserVerbose }}} 0.0021
=Mason= localhost - /Elements/ShowUser }}} 
0.0045
=Mason= localhost - /Elements/ShowUser {{{
=Mason= localhost - 
/Elements/ShowUserVerbose {{{
=Mason= localhost - 
/Elements/ShowUserVerbose }}} 0.0020
=Mason= localhost - /Elements/ShowUser }}} 
0.0042
=Mason= localhost - /Elements/ShowUser {{{
=Mason= localhost - 
/Elements/ShowUserVerbose {{{
=Mason= localhost - 
/Elements/ShowUserVerbose }}} 0.0018
=Mason= localhost - /Elements/ShowUser }}} 
0.0038
=Mason= localhost - /Elements/ShowUser {{{
=Mason= localhost - 
/Elements/ShowUserVerbose {{{
=Mason= localhost - 
/Elements/ShowUserVerbose }}} 0.0018
=Mason= localhost - /Elements/ShowUser }}} 
0.0037
=Mason= localhost - /Elements/ShowUser {{{
=Mason= localhost - 
/Elements/ShowUserVerbose {{{
=Mason= localhost - 
/Elements/ShowUserVerbose }}} 0.0019
=Mason= localhost - /Elements/ShowUser }}} 
0.0038
=Mason= localhost - /Elements/ShowUser {{{
=Mason= localhost - 
/Elements/ShowUserVerbose {{{
=Mason= localhost - 
/Elements/ShowUserVerbose }}} 0.0019
=Mason= localhost - /Elements/ShowUser }}} 
0.0038
=Mason= localhost - /Elements/ShowUser {{{
=Mason= localhost - 
/Elements/ShowUserVerbose {{{
=Mason= localhost - 
/Elements/ShowUserVerbose }}} 0.0019
=Mason= localhost - /Elements/ShowUser }}} 
0.0038
=Mason= localhost - /Elements/ShowUser {{{
=Mason= localhost - 
/Elements/ShowUserVerbose {{{
=Mason= localhost - 
/Elements/ShowUserVerbose }}} 0.0019
=Mason= localhost - /Elements/ShowUser }}} 
0.0038
=Mason= localhost - /Elements/ShowUser {{{
=Mason= localhost - 
/Elements/ShowUserVerbose {{{
=Mason= localhost - 
/Elements/ShowUserVerbose }}} 0.0019
=Mason= localhost - /Elements/ShowUser }}} 
0.0038
=Mason= localhost - /Elements/ShowUser {{{
=Mason= localhost - 
/Elements/ShowUserVerbose {{{
=Mason= localhost -   

Re: [rt-users] RT 4 Upgrade Slow Performance

[Darren Nickerson]

On May 29, 2012, at 4:32 PM, Nathan Baker wrote:

> Hello Everyone,
> 
> We've upgraded from RT 3.8.8 with MySQL to RT 4.0.5 (debian package) with 
> Postgresql, and are having some performance issues with the web interface.  
> I've searched the list archives and Google, and haven't been able to find the 
> issue.  I'm hoping someone can help point me in the right direction.  
> Basically, the first time I visit any page (Home, Display, etc.) it takes 3-5 
> seconds to load, and sometimes 10-15 seconds.  If I keep clicking on other 
> links as soon as the pages load, it's fast and loads pages in 0.2 - 0.3 
> seconds.  If I wait for about 15-30 seconds and then click a link again, it 
> takes 3-5 seconds to load again.  Updating tickets seems to consistently take 
> 3-5 seconds.

We're seeing similar performance regression after an upgrade from 4.0.0rc5 to 
4.0.5. I just loaded a very short ticket for the first time, it took 16 
seconds. I did a reload on the page, and it took less than 2 seconds. I also 
went to Tickets -> New Search, and it took a full 20 seconds to load. 
Subsequent reloads of that page were essentially immediate. Within 10 minutes 
of not using RT much, opening a few tickets etc but then letting it sit idle 
for 10 minutes, going back to Tickets->New Search once again took 20 seconds to 
load, and was fast on subsequent loads

Have I misconfigured or broken some cache mechanism?

Our support staff have complained of a variety of long hangs/pauses like this 
and I still haven't pinned it down enough much more than I outline above. Our 
setup is very vanilla, MySQL with very little customization of RT ... if 
there's instructions anywhere on how to figure out what's consuming all the 
time I'd be happy to dig into it and report back here. I've been meaning to try 
some of the other ways to invoke RT, we're using apache+FastCGI right now, but 
there just hasn't been time. Perhaps the next time I'm waiting for query 
builder to load ... ;-)

-d

Re: [rt-users] RT 4 Upgrade Slow Performance

[Ruslan Zakirov]

Hi,

Probably next step would be Mason profiler. It's described in
RT_Config.pm. Once you know where WebUI is slow return back.

On Wed, May 30, 2012 at 12:32 AM, Nathan Baker  wrote:
> Hello Everyone,
>
> We've upgraded from RT 3.8.8 with MySQL to RT 4.0.5 (debian package) with
> Postgresql, and are having some performance issues with the web interface.
>  I've searched the list archives and Google, and haven't been able to find
> the issue.  I'm hoping someone can help point me in the right direction.
>  Basically, the first time I visit any page (Home, Display, etc.) it takes
> 3-5 seconds to load, and sometimes 10-15 seconds.  If I keep clicking on
> other links as soon as the pages load, it's fast and loads pages in 0.2 -
> 0.3 seconds.  If I wait for about 15-30 seconds and then click a link again,
> it takes 3-5 seconds to load again.  Updating tickets seems to consistently
> take 3-5 seconds.
>
> Here's some info about our installation:
> - About 6,000 tickets, 5 active users
> - Increased memory to 2GB, running on VMWare
> - Increased Postgresql shared_buffers and effective_cache_size
> (http://wiki.postgresql.org/wiki/Tuning_Your_PostgreSQL_Server)
> - Changed JS Minifier to jsmin as suggested
> here: http://www.gossamer-threads.com/lists/rt/users/102703
>
> Our config seems fairly basic compared so some examples I've seen, I can
> post it if necessary though.  We are using FullTextSearch and CommandByMail,
> although I've tried disabling them both.  I turned on debugging to a log
> file, and I don't see anything unusual.  I also turned on the SQL statement
> log, and didn't see any queries taking a long time.  The longest was 0.12
> seconds.  I tried disabling the Javascript Minifier in JS.pm like I've seen
> in other posts, and that didn't seem to make a difference.
>
> Any help would be greatly appreciated.
>
> Thanks,
> Nate



-- 
Best regards, Ruslan.

[rt-users] RT 4 Upgrade Slow Performance

[Nathan Baker]

Hello Everyone,

We've upgraded from RT 3.8.8 with MySQL to RT 4.0.5 (debian package) with
Postgresql, and are having some performance issues with the web interface.
 I've searched the list archives and Google, and haven't been able to find
the issue.  I'm hoping someone can help point me in the right direction.
 Basically, the first time I visit any page (Home, Display, etc.) it takes
3-5 seconds to load, and sometimes 10-15 seconds.  If I keep clicking on
other links as soon as the pages load, it's fast and loads pages in 0.2 -
0.3 seconds.  If I wait for about 15-30 seconds and then click a link
again, it takes 3-5 seconds to load again.  Updating tickets seems to
consistently take 3-5 seconds.

Here's some info about our installation:
- About 6,000 tickets, 5 active users
- Increased memory to 2GB, running on VMWare
- Increased Postgresql shared_buffers and effective_cache_size (
http://wiki.postgresql.org/wiki/Tuning_Your_PostgreSQL_Server)
- Changed JS Minifier to jsmin as suggested here:
http://www.gossamer-threads.com/lists/rt/users/102703

Our config seems fairly basic compared so some examples I've seen, I can
post it if necessary though.  We are using FullTextSearch and
CommandByMail, although I've tried disabling them both.  I turned on
debugging to a log file, and I don't see anything unusual.  I also turned
on the SQL statement log, and didn't see any queries taking a long time.
 The longest was 0.12 seconds.  I tried disabling the Javascript Minifier
in JS.pm like I've seen in other posts, and that didn't seem to make a
difference.

Any help would be greatly appreciated.

Thanks,
Nate

Re: [rt-users] RT 4 and IE8 : text overlap

[L B]

Actually I can't find again this ticket :-)

I'll update this thread if I stumble upon another weird display like this one.

-- 
L.B.

Re: [rt-users] RT 4 and IE8 : text overlap

[Thomas Sibley]

On 04/11/2012 04:25 AM, L B wrote:
>  I found a bug in the template with IE8, see attached. Not sure if
> it's known and how to fix it. It works in Chrome.

The zebra striping of transactions looks off there.  Are you filtering
the history in any way?

Please send the HTML source of the page you took a screenshot of.  Is it
only happening for a single ticket or many tickets?

[rt-users] RT 4 and IE8 : text overlap

[L B]

Hello,

 I found a bug in the template with IE8, see attached. Not sure if
it's known and how to fix it. It works in Chrome.

-- 
L.B.
<>

[rt-users] RT 4 Apache2 Performance Tuning

[john s.]

Test-System: RT 4.05 
Ubuntu:  10.4.3 Lucid  

Hello everybody 

We have an RT 3.8.9 System running in an Prod Environment 

Now i tried to find out the best Settings for the new RT-Version 4.0.5 that
we can migrate asap. 

But Rt 4.0 seems to slow ( especially the loadingtime from a webif page)  to
beat our Prod. One.

Maybe my settings aren't correct or i should use an other webhandler 

okay now here the facts:

reconfigure rt with  the webhandler flag for fastcgi: ./configure 
--with-web-handler=fastcgi

test  dependencies: make fixdeps 

Webhandler: fcgid

RT_SiteConfig: 

Set( $rtname, 'example.com');


1;


Set($JSMinPath, '/opt/rt4/bin/jsmin');


Set($WebPath, "/rt");

Set($WebDomain, '192.168.xxx.xxx')



apache config: 

 rt4.0fcgid




AddDefaultCharset UTF-8
AddHandler fcgid-script .fcgi

Alias /NoAuth/images/ /opt/rt4/share/html/NoAuth/images/
ScriptAlias /rt  /opt/rt4/sbin/rt-server.fcgi

DocumentRoot "/opt/rt4/share/html"

Order allow,deny
Allow from all

Options +ExecCGI
AddHandler fcgid-script fcgi


 


and here is the 
fcgid config: 


  AddHandlerfcgid-script .fcgi
  FcgidConnectTimeout 20



# FCGID Configuration. See more details:
#http://fastcgi.coremail.cn/doc.htm



IdleTimeout 7200


IdleScanInterval 480

BusyTimeout 3000


BusyScanInterval 480

ErrorScanInterval 3

ZombieScanInterval 3

ProcessLifeTime 86400

SocketPath /tmp/fcgid/sock.rt3

SpawnScoreUpLimit 10

SpawnScore 1

TerminationScore 2

MaxProcessCount 40

DefaultMaxClassProcessCount 32

DefaultMinClassProcessCount 3

IPCConnectTimeout 100

IPCCommTimeout 1200




# END FCGID CONFIG 





Maybe someone know some hints or tipps to speed up my rt 4.0 instance  

best regards 

john s. 















-- 
View this message in context: 
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Re: [rt-users] RT 4 "Approvals"?

[Kevin Falcone]

On Wed, Feb 01, 2012 at 03:39:45PM -0500, Jeff Blaine wrote:
> >The Lifecycle (I'm not sure where Workflow came from) field on a Queue
> >changes which statuses are available in that queue.  Changing a random
> >queue from default to approval doesn't turn it into an Approval queue.
> >That Lifecycle is only intended to be used on the ___Approvals queue
> >and there's a bug open to hide it from normal queues to avoid the
> >confusion that it causes.
> 
> Yes, lifecycle.  I don't know where workflow came from.
> 
> Turns out I can't switch the queue's lifecycle back to
> 'default' now.  RT won't let me (no error, just won't
> save the change).

Yeah, one of the other folks here found that recently, unfortunately
the fix didn't get rolled in before 4.0.5 hit the pre-release track.

http://issues.bestpractical.com/Ticket/Display.html?id=19286

You can test out his branch, or just go fiddle in the DB.  It's a
special case of the default lifecycle.  You can switch between other
lifecycles just fine which is why it took so long to spot.

-kevin


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Re: [rt-users] RT 4 "Approvals"?

[Jeff Blaine]

The Lifecycle (I'm not sure where Workflow came from) field on a Queue
changes which statuses are available in that queue.  Changing a random
queue from default to approval doesn't turn it into an Approval queue.
That Lifecycle is only intended to be used on the ___Approvals queue
and there's a bug open to hide it from normal queues to avoid the
confusion that it causes.


Yes, lifecycle.  I don't know where workflow came from.

Turns out I can't switch the queue's lifecycle back to
'default' now.  RT won't let me (no error, just won't
save the change).

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Re: [rt-users] RT 4 "Approvals"?

[Kevin Falcone]

On Wed, Feb 01, 2012 at 11:43:29AM -0500, Jeff Blaine wrote:
> Where might I find information on the per-queue
> setting for "Workflow" which has a choice called
> "Approval"
> 
> What is the idea?  Where is it explained?
> 
> How does one make use of it?
> 
> I converted a test queue to use the "Approval" workflow,
> submitted a ticket, resolved the ticket, and saw nothing
> out of the ordinary.
> 
> It's quite possible this has been around for awhile,
> but we made the jump from 3.4.4 to 4.0.4.

The Lifecycle (I'm not sure where Workflow came from) field on a Queue 
changes which statuses are available in that queue.  Changing a random
queue from default to approval doesn't turn it into an Approval queue.
That Lifecycle is only intended to be used on the ___Approvals queue
and there's a bug open to hide it from normal queues to avoid the
confusion that it causes.

-kevin


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[rt-users] RT 4 "Approvals"?

[Jeff Blaine]

Where might I find information on the per-queue
setting for "Workflow" which has a choice called
"Approval"

What is the idea?  Where is it explained?

How does one make use of it?

I converted a test queue to use the "Approval" workflow,
submitted a ticket, resolved the ticket, and saw nothing
out of the ordinary.

It's quite possible this has been around for awhile,
but we made the jump from 3.4.4 to 4.0.4.

RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston  March 5 & 6, 2012

Re: [rt-users] RT 4 user's password encryption

[Ruslan Zakirov]

On Tue, Jan 24, 2012 at 22:25, Dalal, Kamber Z  wrote:
> All,
>
>
> What is the encryption used for the RT 4 privileged user's password in
> MySQL?   It is a new RT4 database.

RT4 uses salted SHA512. Take a look at IsPassword in lib/RT/User.pm.

> We were able to log on to other internal websites configured to use
> RT3(MySQL) database's Users table.  We used the following within other
> internal websites:
>
> "
>     AuthMySQLUserTable Users
>     AuthMySQLNameField Name
>     AuthMySQLPasswordField Password
>     AuthMySQLPwEncryption md5
>     AuthMySQLEnable On
> "
>
>
> Thank you,
> Kamber Dalal
>
>
> 
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston — March 5 & 6, 2012



-- 
Best regards, Ruslan.

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* Boston  March 5 & 6, 2012

[rt-users] RT 4 user's password encryption

[Dalal, Kamber Z]

All,


What is the encryption used for the RT 4 privileged user's password in MySQL?   
It is a new RT4 database.

We were able to log on to other internal websites configured to use RT3(MySQL) 
database's Users table.  We used the following within other internal websites:

"
AuthMySQLUserTable Users
AuthMySQLNameField Name
AuthMySQLPasswordField Password
AuthMySQLPwEncryption md5
AuthMySQLEnable On
"


Thank you,
Kamber Dalal


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Re: [rt-users] RT 4 & ExternalAuth with AD Problems

[Kevin Falcone]

On Thu, Dec 15, 2011 at 03:09:38PM -0600, Shawn Green wrote:
> 'RealName

You're missing a closing quote at the end of this line, which breaks
attr_map

-kevin


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[rt-users] RT 4 & ExternalAuth with AD Problems

[Shawn Green]

RT 4.0.4
ExternalAuth 0.09
CentOS 5.7 64 bit
Win 2008r2 AD

This is a fresh install of RT 4 and I'm having problems with authentication.  
First off, just going to the login page, I see:

[Thu Dec 15 20:52:56 2011] [debug]: Autohandler called 
ExternalAuth. Response: (0, ExternalAuthPriority not defined, please check your 
configuration file.) 
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/html/Elements/DoAuth:11)

I also do a  perl -c RT_SiteConfig.pm and get the following:

Bad name after attr_map' at RT_SiteConfig.pm line 70.

RT_SiteConfig.pm is pretty straight forward, what am I missing?

# Any configuration directives you include  here will override
# RT's default configuration file, RT_Config.pm
#
# To include a directive here, just copy the equivalent statement
# from RT_Config.pm and change the value. We've included a single
# sample value below.
#
# This file is actually a perl module, so you can include valid
# perl code, as well.
#
# The converse is also true, if this file isn't valid perl, you're
# going to run into trouble. To check your SiteConfig file, use
# this comamnd:
#
#   perl -c /path/to/your/etc/RT_SiteConfig.pm
#
# You must restart your webserver after making changes to this file.

Set($rtname, 'dotomi.com');
Set($Organization, "dotomi.com");
Set($CorrespondAddress, 'hdt...@dotomi.com');
Set($CommentAddress, 'hdt...@dotomi.com');
Set($WebDomain, "it.dotomi.com");
Set($WebPath, "/rt4");
Set($Timezone, "US/Central");
Set(@Plugins,qw(RT::Authen::ExternalAuth) );

Set($DatabaseType, "mysql");
Set($DatabaseHost,   "10.110.xxx.xxx");
Set($DatabaseRTHost, "10.110.xxx.xxx");
Set($DatabasePort, "3306");
Set($DatabaseUser, "xx");
Set($DatabasePassword, q{xx});
Set($DatabaseName, q{rt4});

Set($LogToSyslog, undef);
Set($LogToScreen, undef);
Set($LogToFile, "info");
Set($LogDir, q{/opt/logs/rt});
Set($LogToFileNamed, "rt4.log");#log to rt4.log
Set($LogToFile , 'debug');

Set($OwnerEmail, 'n...@dotomi.com');
Set($RTAddressRegexp , '^hdtest\@dotomi.com$');
Set($SetOutgoingMailFrom, 1);
Set($SMTPServer, 10.110.xxx.xxx);
Set($DefaultQueue, "Helpdesk");
Set(%GnuPG, Enable => 0);

Set($ExternalAuthPriority, ['DTMAD']);
Set($ExternalInfoPriority, ['DTMAD']);
Set($ExternalServiceUsesSSLorTLS, 0);
Set($AutoCreateNonExternalUsers, 0);
Set($ExternalSettings, {
'DTMAD' =>  {
'type' => 'ldap',
'auth' => 1,
'info' => 1,
'server' => 'wdc-o02.dotomi.com',
'user' => 'DOTOMI\apache',
'pass' => 'xx',
'base' => 'OU=Dotomi_Inc,DC=dotomi,DC=com',
'filter' => '(objectclass=person)',
'attr_match_list' => [  'Name',
'EmailAddress',
'RealName
 ],
'attr_map' => [ 'Name' => 'sAMAccountName',
'EmailAddress' => 'mail',
'RealName' => 'cn'
  ],
};
};
);

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Re: [rt-users] RT 4 - install on Debian Squeeze

[Bart]

Hi,

After redoing the installation steps the "cpan" part became quite a bit
bigger lol I never imagined that I did that much but heres a list of all the
manual installations that I've made using cpan.

I also forgot to make a link for apache from sites-available to
sites-enabled, but I hope most of you know that part already.

Anyways, here's the part that you do just after ./configure.

First install a few extra packages: (needed for the GD perl module)
>

>
aptitude install libgd2-xpm libgd2-xpm-dev
>

>
Now first run cpan in order to configure it:
>

> cpan
>
> Do the automatic thingy, after that you'll have to edit the cpan config in
> order to make the next part a hell of allot easyer:
>
> nano -w /etc/perl/CPAN/Config.pm
>
> Inside the config there are two "ask" parameters, remove the ask part and
> make sure it only contains "yes".
> I'm doing this because the following steps are going to install allot of
> perl modules and hitting return every minute or so is just too annoying.
>
> Then, check what dependencies your missing, this is CPAN based:
>
> make testdeps
>
> Make sure this var is set, make fixdeps won't work without it:
>
> RT_FIX_DEPS_CMD='/usr/bin/perl -MCPAN -e"install %s"'
> export RT_FIX_DEPS_CMD
>
> Now install all the depencencies by using the fixdeps parameter, this runs
> via CPAN:
>
> make fixdeps
>
> * The fixdeps part will take a while and you might have to run it several
> times. (sometimes you still have to hit yes or enter)
>
> To finalize fixdeps you'll have to install allot of stuff manually, below
> is a list of the things I've installed that made me pass the testdeps:
>
> cpan YAML
> cpan CPAN::Shell
> cpan YAML::Syck
> cpan GD
> cpan CPAN::DistnameInfo
>
> make fixdeps
>
> cpan Class::Data::Inheritable
> cpan Exception::Class
> cpan Log::Any
> cpan Test::Tester
> cpan Test::NoWarnings
> cpan Test::Deep
> cpan HTTP::Body
> cpan Devel::StackTrace::AsHTML
> cpan Test::SharedFork
> cpan Filesys::Notify::Simple
> cpan Test::Requires
> cpan Try::Tiny
> cpan Hash::MultiValue
> cpan Test::TCP
> cpan Class::Inspector
> cpan File::ShareDir
> cpan Plack
>
> make fixdeps
>
> cpan Class::Accessor::Chained
> cpan Text::vFile::asData
> cpan Tree::DAG_Node
> cpan Sub::Uplevel
> cpan Test::Warn
> cpan Test::LongString
> cpan Data::ICal
>
> make fixdeps
>
> cpan List::UtilsBy
> cpan Convert::Color
> cpan Mouse
> cpan Any::Moose
> cpan GnuPG::Interface
>
> make fixdeps
>
> cpan Digest::SHA1
> cpan Error
> cpan Cache::Cache
> cpan Module::Metadata
> cpan JSON::PP
> cpan Version::Requirements
> cpan CPAN::Meta::YAML
> cpan Perl::OSType
> cpan Parse::CPAN::Meta
> cpan CPAN::Meta
> cpan Module::Build
> cpan Params::Validate
> cpan Class::Container
> cpan HTML::Mason
> cpan HTML::Mason::PSGIHandler
>
> make fixdeps
>
> cpan Proc::Wait3
> cpan Scope::Guard
> cpan Server::Starter
> cpan Class::Accessor::Lite
> cpan Parallel::Prefork
> cpan Plack::Handler::Starlet
>
> make fixdeps
>
> cpan Class::Singleton
> cpan Test::Fatal
> cpan Class::Load
> cpan DateTime::TimeZone
> cpan Test::Exception
> cpan Math::Round
> cpan DateTime
>
> make fixdeps
>
> cpan Params::Util
> cpan Sub::Install
> cpan Data::OptList
> cpan Sub::Exporter
> cpan Devel::GlobalDestruction
>
> make fixdeps
>
> cpan Text::Reform
> cpan Text::Autoformat
> cpan Text::Quoted
>
> make fixdeps
>
> cpan FreezeThaw
> cpan DBIx::DBSchema
> cpan Want
> cpan DBD::SQLite
> cpan Clone
> cpan capitalization
> cpan DBIx::SearchBuilder
> cpan DateTime::Format::W3CDTF
> cpan Test::Manifest
> cpan DateTime::Format::Mail
> cpan XML::Parser
> cpan XML::RSS
>
> make fixdeps
>

> Before going further run "make testdeps" to check if all dependencies are
> met.
>

After this you continue with make install and such. (assuming all
dependencies have been met).

It's quite a bit of work but luckily you'll only have to struggle with this
once (I hope)

Best regards,

Bart



2011/6/6 Bart 

> Hi,
>
> This topic might have been closed but I just want to reply with my Debian
> Squeeze installation steps.
>
> The steps are basically describing the installation from scratch while
> installing RT4 manually. The advantage here is that you can follow the RT
> releases instead of waiting for the Debian specific packages. (personally I
> think that's ok)
>
> * BEGIN INSTALLATION STEPS
> *
>
> Clean installation of Debian Squeeze, this means:
>
>- Only install the base system (nothing else)
>- Make sure that things like networking work (DNS, IP, etc.)
>
> After installation install the following basics:
>
> aptitude 

Re: [rt-users] RT 4 - install on Debian Squeeze

[Bart]

Hi,

This topic might have been closed but I just want to reply with my Debian
Squeeze installation steps.

The steps are basically describing the installation from scratch while
installing RT4 manually. The advantage here is that you can follow the RT
releases instead of waiting for the Debian specific packages. (personally I
think that's ok)

* BEGIN INSTALLATION STEPS *

Clean installation of Debian Squeeze, this means:

   - Only install the base system (nothing else)
   - Make sure that things like networking work (DNS, IP, etc.)

After installation install the following basics:

aptitude update
aptitude full-upgrade
aptitude install ntp ntpdate sudo screen openssh-server acpi-support
acpid

I don't know why but I like doing these separate:

aptitude install build-essential
aptitude install linux-headers-`uname -r`

Edit the sources.lst

nano -w /etc/apt/sources.lst

Add "contrib non-free", not really requirered but sometimes you need items
from those two sections. (I'm lazy and just add them to make sure that I
don't bite my nails when I really need them).
Then update the apt library:

aptitude update

Create the .ssh directory and extra files for when you use things like SSH
(I do):

cd /root/
mkdir .ssh
chmod 700 .ssh
touch .ssh/authorized_keys
chmod 600 .ssh/authorized_keys

Up to this point you've only installed the base Debian system. The next
parts are specific for RT.

Requirered packages for RT4:

aptitude install apache2 mysql-server gcc make gawk libexpat1-dev
libapache2-mod-perl2

Check if Apache is running:

wget --spider localhost

Download RT and unpack it:

cd /tmp
wget http://download.bestpractical.com/pub//rt/release/rt-4.0.0.tar.gz
tar xvzf rt-4.0.0.tar.gz
cd /tmp/rt-4.0.0
./configure

Now first run cpan in order to configure it:

cpan

Do the automatic thingy, after that you'll have to edit the cpan config in
order to make the next part a hell of allot easyer:

nano -w /etc/perl/CPAN/Config.pm

Inside the config there are two "ask" parameters, remove the ask part and
make sure it only contains "yes".
I'm doing this because the following steps are going to install allot of
perl modules and hitting return every minute or so is just too annoying.

Then, check what dependencies your missing, this is CPAN based:

make testdeps

Now install all the depencencies by using the fixdeps parameter, this runs
via CPAN:

make fixdeps

The fixdeps part will take a while and you might have to run it several
times. You might even have to manually install a few of those dependencies
(not too difficult).
After a while you'll be done, the next thing you could do is upgrade all
perl modules from within CPAN (optional since RT met it's requirements).

Now we can install RT:

cd /tmp/rt-4.0.0
make install

Edit the SiteConfig, this is what I've made:

nano -w /opt/rt4/etc/RT_SiteConfig.pm

Set( $rtname, 'Request Tracker Name');
Set($Organization, 'Organization');
Set($CorrespondAddress , 'r...@some.url.com');
Set($CommentAddress , 'rt-comm...@some.url.com');
Set($Timezone , 'Europe/Amsterdam'); # obviously choose what suits
you
Set($DatabaseType, 'mysql'); # e.g. Pg or mysql
Set($DatabaseUser , 'root'); # Obviously make a separate DB for RT
and give it a special user with privileges for that DB. In my test setup I'm
just doing this with the root user (like I said, I'm a little lazy ^_~)
Set($DatabasePassword , 'root');  # My test setup has root:root as
user/password.
Set($DatabaseName , 'rt4');
Set($WebPath , "");
Set($WebBaseURL , "http://rt4.some.url.com";);

Next up is initializing the database:

cd /tmp/rt-4.0.0
make initialize-database

Now we configure apache to include the vhost:

nano -w /etc/apache2/sites-available/rt4.some.url.com


ErrorLog /opt/rt4/var/log/apache2.error
TransferLog /opt/rt4/var/log/apache2.access
# LogLevel debug

AddDefaultCharset UTF-8

DocumentRoot "/opt/rt4/share/html"

Order allow,deny
Allow from all

SetHandler perl-script
PerlResponseHandler Plack::Handler::Apache2
PerlSetVar psgi_app /opt/rt4/sbin/rt-server


use Plack::Handler::Apache2;
Plack::Handler::Apache2->preload("/opt/rt4/sbin/rt-server");



/etc/init.d/apache2 restart

Check if the new vhost is working and if RT is working. (as in, open it in a
browser)
During the first run it might take a while to show the webpage.

Configure the outgoing e-mail, default Debian comes with exim. In my case I
want the server to go to a smarthost, so run this command to configure exim
with a smarthost (pretty easy setup, you can rerun i

Re: [rt-users] RT 4 - install on Debian Squeeze

[Gilbert Rebeiro]

That's so nice, but too late.
I struggled one by one.
Oh well, this should be in the wiki or somewhere easier to find.

Thanks, debian is great.

G.

On 25/05/2011 5:41 PM, Vegard Vesterheim wrote:

On Wed, 18 May 2011 23:08:59 +0200 Alexander Finger  
wrote:


If you want to keep your install clean, try to install the necessary
modules using apt-get instead of using fixdeps.

Good advice.

Here are some oneliners from my personal notes on installing RT. These
commands tries naively to identify Debian packages for the missing Perl
modules reported by 'make testdeps'. It is far from perfect, but it
alleviates some of the work of satisfying dependencies.

make testdeps | grep '\.MISSING' | perl -pe 's/\s(\S+)\s.*MISSING/lc 
"lib$1-perl"/e' | sed \
's/::/-/g' | while read p; do sudo apt-get --yes install $p; done

make testdeps | perl -wnl -e '/^SOME DEPENDENCIES WERE MISSING/ ... /EOF/ and 
print' | grep\
  '\.MISSING' | perl -pe 's/\s*([^. ]*).*/lc "lib$1-perl"/e' | sed 's/::/-/g'

  - Vegard V -

Re: [rt-users] RT 4 - install on Debian Squeeze

[Vegard Vesterheim]

On Wed, 18 May 2011 23:08:59 +0200 Alexander Finger  
wrote:

> If you want to keep your install clean, try to install the necessary
> modules using apt-get instead of using fixdeps.
Good advice. 

Here are some oneliners from my personal notes on installing RT. These
commands tries naively to identify Debian packages for the missing Perl
modules reported by 'make testdeps'. It is far from perfect, but it
alleviates some of the work of satisfying dependencies.

make testdeps | grep '\.MISSING' | perl -pe 's/\s(\S+)\s.*MISSING/lc 
"lib$1-perl"/e' | sed \
's/::/-/g' | while read p; do sudo apt-get --yes install $p; done   



make testdeps | perl -wnl -e '/^SOME DEPENDENCIES WERE MISSING/ ... /EOF/ and 
print' | grep\
 '\.MISSING' | perl -pe 's/\s*([^. ]*).*/lc "lib$1-perl"/e' | sed 's/::/-/g'

 - Vegard V -

Re: [rt-users] RT 4 - install on Debian Squeeze

[Odhiambo Washington]

On Thu, May 19, 2011 at 00:10, Gilbert Rebeiro  wrote:

> Thanks Alex,
>
> That's what I would like to do, does anyone have a list of deps that are
> available under squeeze?
>
>
You can grab the RT4 source, run configure, then do:

make testdeps

That will tell you the modules you require.


-- 
Best regards,
Odhiambo WASHINGTON,
Nairobi,KE
+254733744121/+254722743223
_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
I can't hear you -- I'm using the scrambler.
Please consider the environment before printing this email.
<>

Re: [rt-users] RT 4 - install on Debian Squeeze

[Gilbert Rebeiro]

Hi,



I installed these modules using apt-get - thought it might be useful for 
someone else:


libwww-perl
libtext-template-perl
libhtml-mason-perl
libnet-cidr-perl
libfcgi-perl
libjson-perl
libfcgi-procmanager-perl
libdbix-searchbuilder-perl
libemail-address-perl
libhtml-scrubber-perl
libtree-simple-perl
libuniversal-require-perl
libtime-modules-perl
liblog-dispatch-perl
libtext-wrapper-perl
liblocale-maketext-fuzzy-perl
liblocale-maketext-lexicon-perl
libregexp-common-perl
libfile-sharedir-perl
libmodule-versions-report-perl
libtext-password-pronounceable-perl
libtext-quoted-perl
libplack-perl
libcss-squish-perl
libmime-tools-perl
libgnupg-interface-perl
libterm-readkey-perl
libconvert-color-perl
libdata-ical-perl
libdevel-globaldestruction-perl
libhtml-rewriteattributes-perl
libmime-types-perl
libperlio-eol-perl
libipc-run3-perl
libapache-session-perl
libtext-wikiformat-perl
libdatetime-locale-perl
libdatetime-perl
libtemplate-plugin-xml-perl


Then I used make fix-deps but I still can't install Plack::Handler::Starlet

Any magic that I don't know about?

Thanks,
Gilbert

On 18/05/2011 5:34 PM, Alexander Finger wrote:

I ran testdeps and added as they popped up. Tedious but works.

On Wed, May 18, 2011 at 11:10 PM, Gilbert Rebeiro  wrote:

Thanks Alex,

That's what I would like to do, does anyone have a list of deps that are
available under squeeze?

Thanks,
Gilbert.

On 18/05/2011 5:08 PM, Alexander Finger wrote:

If you want to keep your install clean, try to install the necessary
modules using apt-get instead of using fixdeps.
rgds
Alex

On Wed, May 18, 2011 at 10:38 PM, Gilbert Rebeirowrote:

Hi,

Are there any instructions to install RT 4 on Debian Squeeze?

Thanks,

Gilbert.

Re: [rt-users] RT 4 - install on Debian Squeeze

[Nick Kartsioukas]

On Wed, 18 May 2011 23:08 +0200, "Alexander Finger"
 wrote:
> If you want to keep your install clean, try to install the necessary
> modules using apt-get instead of using fixdeps.

For our RT install, I found some Perl packages were too old or missing
from Debian repositories, so I built my own packages.  Install
dh-make-perl and devscripts, grab and unpack all the needed Perl module
source archives, then:
dh-make-perl Perlmodule-source/
cd Perlmodule-source
debuild -us -uc

Now you have a .deb package you can install.

Re: [rt-users] RT 4 - install on Debian Squeeze

[Gilbert Rebeiro]

Thanks Alex,

That's what I would like to do, does anyone have a list of deps that are 
available under squeeze?


Thanks,
Gilbert.

On 18/05/2011 5:08 PM, Alexander Finger wrote:

If you want to keep your install clean, try to install the necessary
modules using apt-get instead of using fixdeps.
rgds
Alex

On Wed, May 18, 2011 at 10:38 PM, Gilbert Rebeiro  wrote:

Hi,

Are there any instructions to install RT 4 on Debian Squeeze?

Thanks,

Gilbert.

Re: [rt-users] RT 4 - install on Debian Squeeze

[Alexander Finger]

If you want to keep your install clean, try to install the necessary
modules using apt-get instead of using fixdeps.
rgds
Alex

On Wed, May 18, 2011 at 10:38 PM, Gilbert Rebeiro  wrote:
> Hi,
>
> Are there any instructions to install RT 4 on Debian Squeeze?
>
> Thanks,
>
> Gilbert.
>



-- 

Netzwerkmanagement mit OpenNMS: http://www.dpunkt.de/buecher/3194.html

Re: [rt-users] RT 4 - install on Debian Squeeze

[Thomas Sibley]

On 05/18/2011 04:38 PM, Gilbert Rebeiro wrote:
> Are there any instructions to install RT 4 on Debian Squeeze?

There is not yet a Debian package for RT 4, but you can easily install
from source using the README and docs/ included with the official tarball.

Thomas

[rt-users] RT 4 - install on Debian Squeeze

[Gilbert Rebeiro]

Hi,

Are there any instructions to install RT 4 on Debian Squeeze?

Thanks,

Gilbert.

[rt-users] RT 4 experiences

[John Arends]

For those who have installed testing versions of RT 4, what are your 
impressions? I'm deliberately not asking when it will be released since I know 
it will be released when it is ready.

I don't yet have time to set up a test installation, but I'm hoping to free up 
time for that soon. In the mean time, I wanted to hear what people thought.

Is the interface the same new one from 3.8? 

Does functionality change much?

When we went from 3.6 to 3.8, enough changed that we had to do some training 
and plan the rollout fairly carefully.

Can we slip 4.0 in without people noticing, or is the upgrade bigger than that? 

Just general impressions, etc.

Re: [rt-users] RT 4 - status report

[Jo Rhett]

On Mar 20, 2009, at 1:13 PM, Ruslan Zakirov wrote:
> If your crontool fails to write into file log then it's your mistake.
> File log is not designed to be used in production, use syslog and/or
> screen logging.

I never said file log.  That was easy to solve.  I can set rights on a  
file log.  The mason cache privileges get reset on every creation.

> crontool doesn't use mason cache, but dashboards mailer can and it has
> been fixed in 3.8.HEAD and the fix will be available in 3.8.3.

Awesome to hear.

>> In a perfect world, I want to install RT as a single user, then run a
>> separate HTTP instance as that same user, so that RT is running  
>> within
>> a single user account.  I'm mostly there on a dev install, but I've
>> already had to modify far too many files for it to be a simple patch.
> As jesse suggested you can use --with-my-user-group option to do this.
> developers use it successfully for ages :)


Okay, if the official answer is that "this should work" then I'll file  
bugs against each thing that doesn't work.

-- 
Jo Rhett
Net Consonance : consonant endings by net philanthropy, open source  
and other randomness



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Re: [rt-users] RT 4 - status report

[Ruslan Zakirov]

On Fri, Mar 20, 2009 at 9:05 PM, Jo Rhett  wrote:
> On Mar 20, 2009, at 10:28 AM, Jesse Vincent wrote:
>>> That's good.  Would this change improve the ability to run RT in a
>>> virtual server environment, instead of having to pretty much commit
>>> an
>>> entire machine to it?   The number of things which "must be done by
>>> root" which don't actually need root permissions, and could run under
>>> a more limited user is quite large.  But they are difficult to
>>> overcome with hacking the source due to assumptions built into the
>>> code.
>>
>> Such as?
>>
>> I run RT configured "--with-my-user-group" all the time.
>
>
> Such as rt-crontool.   I fought through a week of trying to be able to
> run rt-crontool as any user other than root, and it never succeeded.
> If the mason-cache stuff was created using a consistent userid then we
> could run rt-crontool as that user.
If your crontool fails to write into file log then it's your mistake.
File log is not designed to be used in production, use syslog and/or
screen logging.

crontool doesn't use mason cache, but dashboards mailer can and it has
been fixed in 3.8.HEAD and the fix will be available in 3.8.3.


>
> In a perfect world, I want to install RT as a single user, then run a
> separate HTTP instance as that same user, so that RT is running within
> a single user account.  I'm mostly there on a dev install, but I've
> already had to modify far too many files for it to be a simple patch.
As jesse suggested you can use --with-my-user-group option to do this.
developers use it successfully for ages :)


>
> --
> Jo Rhett
> Net Consonance : consonant endings by net philanthropy, open source
> and other randomness
>
>
>
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>
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>



-- 
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Re: [rt-users] RT 4 - status report

[Jesse Vincent]

On Fri, Mar 20, 2009 at 12:32:44PM -0700, Tom Lahti wrote:
> > At the same time, we've moved RT from its own homegrown application
> > framework to Jifty, Best Practical's next-generation web application
> > platform.  Jifty brings with it all sorts of new features which make it
> > easier to build out web services and web applications with less code and
> > easier support for modern Web 2.0 features. 
> 
> My big question here should be obvious: will RT 4.0 maintain the exact same
> /REST/1.0/ API as RT 3.x?

Yes. And if it doesn't, it's a bug. Once we get to "usable beta" status,
please beat hard on it to make sure we cover all your cases.

> 
> Secondarily, will it expose additional web services beyond that?  /REST/2.0/
> perhaps?

Yes. That's one of the things Jifty gets us 'free'.

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Re: [rt-users] RT 4 - status report

[Tom Lahti]

> At the same time, we've moved RT from its own homegrown application
> framework to Jifty, Best Practical's next-generation web application
> platform.  Jifty brings with it all sorts of new features which make it
> easier to build out web services and web applications with less code and
> easier support for modern Web 2.0 features. 

My big question here should be obvious: will RT 4.0 maintain the exact same
/REST/1.0/ API as RT 3.x?

Secondarily, will it expose additional web services beyond that?  /REST/2.0/
perhaps?

-- 
-- 
   Tom Lahti
   BIT Statement LLC

   (425)251-0833 x 117
   http://www.bitstatement.net/
-- 
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Re: [rt-users] RT 4 - status report

[Jo Rhett]

On Mar 20, 2009, at 10:28 AM, Jesse Vincent wrote:
>> That's good.  Would this change improve the ability to run RT in a
>> virtual server environment, instead of having to pretty much commit  
>> an
>> entire machine to it?   The number of things which "must be done by
>> root" which don't actually need root permissions, and could run under
>> a more limited user is quite large.  But they are difficult to
>> overcome with hacking the source due to assumptions built into the  
>> code.
>
> Such as?
>
> I run RT configured "--with-my-user-group" all the time.


Such as rt-crontool.   I fought through a week of trying to be able to  
run rt-crontool as any user other than root, and it never succeeded.   
If the mason-cache stuff was created using a consistent userid then we  
could run rt-crontool as that user.

In a perfect world, I want to install RT as a single user, then run a  
separate HTTP instance as that same user, so that RT is running within  
a single user account.  I'm mostly there on a dev install, but I've  
already had to modify far too many files for it to be a simple patch.

-- 
Jo Rhett
Net Consonance : consonant endings by net philanthropy, open source  
and other randomness



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Re: [rt-users] RT 4 - status report

[Jesse Vincent]

> That's good.  Would this change improve the ability to run RT in a  
> virtual server environment, instead of having to pretty much commit an  
> entire machine to it?   The number of things which "must be done by  
> root" which don't actually need root permissions, and could run under  
> a more limited user is quite large.  But they are difficult to  
> overcome with hacking the source due to assumptions built into the code.


Such as?

I run RT configured "--with-my-user-group" all the time.
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Re: [rt-users] RT 4 - status report

[Jo Rhett]

On Mar 20, 2009, at 9:29 AM, Jesse Vincent wrote:
> At the same time, we've moved RT from its own homegrown application
> framework to Jifty, Best Practical's next-generation web application
> platform.  Jifty brings with it all sorts of new features which make  
> it
> easier to build out web services and web applications with less code  
> and
> easier support for modern Web 2.0 features.


That's good.  Would this change improve the ability to run RT in a  
virtual server environment, instead of having to pretty much commit an  
entire machine to it?   The number of things which "must be done by  
root" which don't actually need root permissions, and could run under  
a more limited user is quite large.  But they are difficult to  
overcome with hacking the source due to assumptions built into the code.

I've got RT working entirely within a virtual/shared web server  
environment, but it's a lot of work.  And honestly, the "lot of work"  
has entirely to do with built-in-assumptions rather than actual  
problems that prevent its implementation that way.  I'm trying to  
figure out how to document all of the work required for this.

If I was to grab to 4.0 codebase and start finding and sending patches  
to prevent these kind of assumptions from being made, it would make me  
a lot happier.  I'm also certain it would broaden the potential  
userbase and resolve a great many of the questions that come up on  
this list.

Not that OTRS is as good as RT.   But you can untar OTRS inside a  
shared virtual server and have it up and running without ever becoming  
root in 5 minutes.

-- 
Jo Rhett
Net Consonance : consonant endings by net philanthropy, open source  
and other randomness



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[rt-users] RT 4 - status report

[Jesse Vincent]

It should come as no suprise to folks that we've been hard at work on
what will become RT 4.0.

We've been working hard to overhaul the entire codebase. The current
version of the web interface is only 10,000 lines of HTML shorter
(118kloc down from 128kloc), but the core libraries have shrunk from
68kloc of code to 54kloc.  

At the same time, we've moved RT from its own homegrown application
framework to Jifty, Best Practical's next-generation web application
platform.  Jifty brings with it all sorts of new features which make it
easier to build out web services and web applications with less code and
easier support for modern Web 2.0 features. 

If you download the RT 3.999 development branch today, you'll find 
a few major new features.  The most visible of those is "Status
schemas."  In RT 4, you can define directed graphs of ticket states and
valid transitions between those states. You can associate one or more
queue with any status schema.   At its simplest, this means that you can
now freely add or remove statuses from your RT instance through the web
interface.  If you want to get a bit fancier, you can specify that "new"
tickets can move only to "open" or "rejected" and that "open" tickets
can only move to the "testing" or "rejected" states.   This makes it
easier than ever to adapt RT to your existing process and workflow.

Under the hood, we've begun to generalize other parts of RT.  While role
groups are still limited to "Requestor", "Cc" and "AdminCc", we've
mostly completed work that will allow you to define custom role groups.
(Exposing that functionality isn't currently slated for RT 4.0)

There are a few fairly major projects in progress which we're currently
planning for RT 4.0:

- Most application configuration will move into the database, making it
  easier for RT administrators to fully manage RT using the web interface.

- TicketSQL has been extended as 'tisql', a new, more powerful query
  language which will be available internally for all objects in RT, not just
  tickets.

- Scrips are being replaced with a new workflow engine codenamed
  'Lorzy'.  Lorzy makes it possible to build out much more complex rules
  than Scrips' simple "If __ Then __" conditionals.  Under the hood,
  Lorzy is a fully sandboxable lisp-like functional minilanguage with
  named, typed arguments and the ability to detect runaway rules and
  limit individual rules by actor.  In the future, we hope to also
  expose Lorzy as a user-level scripting engine for RT. 

- Date and Time rationalization - We've been ripping out RT's old and
  fairly adhoc implementations of various bits of date and time and
  replacing them with a shiny, new implementation based around Perl's
  DateTime suite.

There are a dozen other projects we want to undertake - We're going
to try to hold out so we have something cool to show for 4.2, 4.4
and beyond.

We have a few additional bits of backward-compatibility we want to
break before declaring something as a 4.0 "beta" that we'd actually
like folks to test in production.  We're not there yet. I'll tell
you as soon as we get there.

4.0 is a major new release of RT. Like the transition from RT 2.0
to 3.0, 4.0 represents a major break in backwards compatibility
with older versions of RT.   When you look under the hood in RT 4,
you'll see that the entire API has been overhauled to match more
common Perl style guidelines. The most obvious change is that the
API has been rationalized to lower_case_style from the previous
CamelCaseStyle, but there are numerous other changes throughout the
product's internals.  We've written more RT extensions than anyone
out there (as far as I know) and we're very, very aware of just how
painful a major API change is.  We have the beginnings of tools and
guidelines to help you make the transition with as little pain as
possible.

It should come as no surprise to you that I'm not announcing a
release date for RT 4.0.0 today, nor will I be doing so in the
immediate future.  We have a _long_ way to go before RT 4 will be
the recommended version of RT for a production or evaluation
deployment. Even once that happens, Rest assured that we'll continue
to support RT 3.x for a good long time.  Best Practical's business
is built on helping our users make good use of RT and our other
products -- We're not about to cut off those of you using RT 3 in
production.

Best,

Jesse

RT4 Release MicroFAQ



Q: How can I help?

A: I'm glad you asked.  http://wiki.bestpractical.com/view/RT4 has a
   pointer to the RT4 source code. Check out the source. Then do any 
   of the following:

- Clean up code that you think needs cleanup.
- Add or improve documentation. Find bugs. 
- Fix bugs.

   Mail patches or bug reports to r...@bestpractical.com.



Q: When will RT 4.0 be released?

A: How much money do you have?



Q: Why doesn't RT 4.0 have feature XXX? 

A: Please send patches to r...@bestpractical.com.  
   Please send RFPs to sa...@bestpractical.com.

RE: [rt-users] RT 4 [Draft tickets]

[Stephen Turner]

At Wednesday 6/6/2007 10:43 AM, Robert Grasso wrote:

Hello Steven,

very nice workaround ! until we get a pure Ajax online editor (!) I 
am going to test this trick - this might interest some people
here. As I did not test these text areas before, I did not guess 
there was a "Save" button ! Thanks a lot !


---
Robert GRASSO
System Engineer


Robert,

I just realized that this workaround also depends on some other 
customizations we've done, so it might not fit so well into a plain 
RT install.


Specifically, we've added ticket custom fields to the Reply/Comment 
screen, so the Scratchpad field would appear alongside the reply 
message box. Also, we've added other ticket update screens that have 
both the custom fields and a reply message box.


So, this method may not be as good a workaround as I thought - sorry!

Steve 


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RE: [rt-users] RT 4 [Draft tickets]

[Robert Grasso]

Hello Steven,

very nice workaround ! until we get a pure Ajax online editor (!) I am going to 
test this trick - this might interest some people
here. As I did not test these text areas before, I did not guess there was a 
"Save" button ! Thanks a lot !

---
Robert GRASSO
System Engineer

CEDRAT
15, Chemin de Malacher - Inovallee - 38246 MEYLAN Cedex - FRANCE
Tel: +33 (0)4 76 90 50 45 Fax: +33 (0)4 76 90 16 09
mailto:[EMAIL PROTECTED]
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> -Original Message-
> From: Stephen Turner [mailto:[EMAIL PROTECTED]
> Sent: Wednesday, June 06, 2007 3:29 PM
> To: Robert Grasso; Jesse Vincent; RT Users
> Subject: RE: [rt-users] RT 4 [Draft tickets]
>
>
> At Friday 6/1/2007 09:40 AM, Robert Grasso wrote:
> >oh well, I am very late with my answer, but I had this thought right
> >now : so I don't know if this request has been submitted
> >already :
> >
> >my users would deeply appreciate being able to temporarily SAVE a
> >draft ticket, just to protect against a power shortage, sudden
> >interruptions, and such; I mean : one is writing a long email (this
> >is regularly the case in our scientific business), this takes
> >time, and from time to time people would like to click on some
> >"Save" button or link, so that they can be sure they will get their
> >mail back whatever can happen.
> >
> >For the moment some of them use to write their email into
> >MS-Outlook, save it regularly with Ctrl-S, and when they are satisfied
> >they copy it into the ticket and send it - but this is not a very
> >satisfying workaround
>
> Hello all,
>
> I'm not sure why this generated so much controversy; it seems like a
> reasonable feature request. We had a similar one from our Help Desk,
> and we came up with this solution/workaround:
>
> We created a "text area" custom field called Scratchpad. The usage is
> that anyone concerned about losing a long reply can type into this
> field, hitting Save as often as they want. When they've finished
> composing the message, they can copy & paste into the ticket's
> message/reply box and send.
>
> The copy/paste might be a pain, but it wouldn't be too hard to add a
> control that would do the copy for you.
>
> Steve
>

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RE: [rt-users] RT 4 [Draft tickets]

[Stephen Turner]

At Friday 6/1/2007 09:40 AM, Robert Grasso wrote:
oh well, I am very late with my answer, but I had this thought right 
now : so I don't know if this request has been submitted

already :

my users would deeply appreciate being able to temporarily SAVE a 
draft ticket, just to protect against a power shortage, sudden
interruptions, and such; I mean : one is writing a long email (this 
is regularly the case in our scientific business), this takes
time, and from time to time people would like to click on some 
"Save" button or link, so that they can be sure they will get their

mail back whatever can happen.

For the moment some of them use to write their email into 
MS-Outlook, save it regularly with Ctrl-S, and when they are satisfied
they copy it into the ticket and send it - but this is not a very 
satisfying workaround


Hello all,

I'm not sure why this generated so much controversy; it seems like a 
reasonable feature request. We had a similar one from our Help Desk, 
and we came up with this solution/workaround:


We created a "text area" custom field called Scratchpad. The usage is 
that anyone concerned about losing a long reply can type into this 
field, hitting Save as often as they want. When they've finished 
composing the message, they can copy & paste into the ticket's 
message/reply box and send.


The copy/paste might be a pain, but it wouldn't be too hard to add a 
control that would do the copy for you.


Steve


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RE: [rt-users] RT 4 (and online text-processing)

[Robert Grasso]

> There's something interesting to be found on CPAN. Although it doesn't 
> address the use case you're requesting directly, 
> think of it as a technology demo.
> 
> http://search.cpan.org/~jesse/RT-TicketWhiteboard-1.7/
> 
thank you for this interesting suggestion - I am going to test it (not 
immediately) and I will keep you informed.

Kind regards

--
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Re: [rt-users] RT 4 (and online text-processing)

[Mikko Lipasti]

> More : what about Google text processing (formerly Writely) ? here we
> have all required features, bells and whistles, and everything
> is online, not offline ! when I click on File->Save, my document is
> saved onto their servers, not on my local disk. Hey Jesse : I
> DON'T expect that you embed a complete online text-processor into RT
> !! I am requesting for a simple online "Save draft" ...

There's something interesting to be found on CPAN. Although it doesn't address 
the use case you're requesting directly, think of it as a technology demo.

http://search.cpan.org/~jesse/RT-TicketWhiteboard-1.7/

The TicketWhiteboard extension provides a wiki-style text area which you can 
edit in place, using AJAX (or something). Check it out, if you can, and tell us 
if that kind of functionality, adapted to your scenario (per-ticket, per-user 
and perhaps optionally replacing textarea on the correspond page 
Ticket/Update.html), could address your problem.

Jesse, TicketWhiteboard is a brilliant idea, however the current implementation 
is a bit rough. This extension is quite definately something I'm going to have 
a serious look at once more pressing issues (unrelated to RT) are tackled.

--
Mikko Lipasti

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RE: [rt-users] RT 4

[Scott Golby]

> And so, yes, they DO type their answers into RT - and if some of them
> don't when they are afraid of losing a long email, they are
> angry against RT : RT supplies an input field, so well, it must supply
the
> usual comfort functions supplied by MS-Outlook. This
> seems obvious to them.

I don't think this request is beyond the realm of possibility.   I
investigated something slightly similar at another company I was working
for, but instead for adding a WYSIWYG interface to our internal Wiki.

I came across this editor which would replace the textbox on the webpage
http://www.fckeditor.net/

and it had a plug-in which would allow saving to disk (and to database)
http://www.saulmade.nl/FCKeditor/FCKPlugins.php

If RT had a configuration option to turn on fckeditor instead of the
textbox and you added the save to disk option it sounds like you'd be
most of the way to where you wanted to be.

I'd like to see RT with HTML replies and this FCKEditor and alike look
like a good way to do that.  Anyone had more experience with these types
of add-ons ?

- Scott


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Re: [rt-users] RT 4 (and online text-processing)

[Isaac Vetter]

More : what about Google text processing (formerly Writely) ? here we have all 
required features, bells and whistles, and everything
is online, not offline ! when I click on File->Save, my document is saved onto 
their servers, not on my local disk. Hey Jesse : I
DON'T expect that you embed a complete online text-processor into RT !! I am requesting 
for a simple online "Save draft" ...



Ultimately, this questions boils down to the amount of ajax in the RT 
web interface. There are a number of opensource ajax word editors, one 
being FCKeditor:


http://www.fckeditor.net/

I believe that "more ajax" was one of the more common RT4 wishes.

It probably wouldn't be too difficult to make this an RT extension.

Isaa Vetter


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RE: [rt-users] RT 4 (and online text-processing)

[Robert Grasso]

> Ignoring the obvious fact that you responded to an honest question about
> desired features with an honest request for a feature, I fear you are
> faced with an insurmountable problem: RT isn't client-based, and
> therefore has no interesting offline mode.  Outlook works the way it
> does because everything is written to local disk, and is running on the
> local machine.  You may want to look into the Java client that was
> advertised earlier (in spite of its deficiencies).
>
> The email interface may actually be a valuable alternative.  Since you
> refer to Outlook, may I assume you are using Exchange Server?  If that's
> the case, there may be some interesting things you can do with forms and
> so forth (really, I don't know, as I don't use either).  Zimbra has a
> nice model which seems like someone with a gift for Exchange should be
> able to copy somewhat, though it's another web based product, and
> therefore subject to the deficiencies of any web-based products.

we are using sendmail.

But I am wondering whether the problem is insurmountable : the draft could be 
saved INTO the database, with appropriate addressing
taking care of the current user and/or the current ticket number, and NOT on 
the local disk : what about the Wikipedia "Show
Preview" ? the currently edited page is saved ONTO their server, and my 
temporary page is not confused with somebody's else
temporary page. Thus there is an appropriate addressing.

More : what about Google text processing (formerly Writely) ? here we have all 
required features, bells and whistles, and everything
is online, not offline ! when I click on File->Save, my document is saved onto 
their servers, not on my local disk. Hey Jesse : I
DON'T expect that you embed a complete online text-processor into RT !! I am 
requesting for a simple online "Save draft" ...

---
Robert GRASSO
System Engineer

CEDRAT
15, Chemin de Malacher - Inovallée - 38246 MEYLAN Cedex - FRANCE
Tel: +33 (0)4 76 90 50 45 Fax: +33 (0)4 76 90 16 09
mailto:[EMAIL PROTECTED]
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Re: [rt-users] RT 4

[Brian Gallew]

Robert Grasso wrote:
Microsoft has accustomed so many people to consider that IT IS this 
colorful window with buttons and the mouse, now KDE and Gnome go

this way too (Gnome is hiding every possible technical aspect it can - it's a 
pain to me and geeks and a joy for non-IT people). I
can hear your arguments about the technical limitation of a browser and such. 
But usual people can't and don't want to. Usual people
want to use softwares (whatever software) without any kind of hassle - our 
support staff are these kind of people, and the
workaround that you use and suggest is an unpleasant fix to them, they dislike and 
reject it even if they use it, and "the comfort
functions should be added, because this is the way IT goes nowadays" (I was 
reporting here my people's opinion).
  


Ignoring the obvious fact that you responded to an honest question about 
desired features with an honest request for a feature, I fear you are 
faced with an insurmountable problem: RT isn't client-based, and 
therefore has no interesting offline mode.  Outlook works the way it 
does because everything is written to local disk, and is running on the 
local machine.  You may want to look into the Java client that was 
advertised earlier (in spite of its deficiencies).


The email interface may actually be a valuable alternative.  Since you 
refer to Outlook, may I assume you are using Exchange Server?  If that's 
the case, there may be some interesting things you can do with forms and 
so forth (really, I don't know, as I don't use either).  Zimbra has a 
nice model which seems like someone with a gift for Exchange should be 
able to copy somewhat, though it's another web based product, and 
therefore subject to the deficiencies of any web-based products.

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RE: [rt-users] RT 4

[Robert Grasso]

>
> I don't know about you and/or your users, but I practically never use
> the RT web interface to answer tickets - I use email nearly 100% of
> the time, precisely because I have much better tools available for
> writing email (including, but not limited to, support for temporary
> saves and therefore crash resistance).  Attempting to address this
> issue in RT is, in my opinion, simply not the right place to do it.
>
>

our support team is not in the IT staff. We use to sell CAD softwares, using 
finite elements methods, aimed to compute electrical
machines (engines etc). The people in our support staff are skilled physicists. 
But from an IT point of vue, they are ordinary
non-IT people. They are those kind of people that enjoy Microsoft because 
"Microsoft makes IT so easy, so seamless". So nowadays
when they are in front of some kind of software (Web software ? desktop 
software ? there is no difference to them - they are not
interested in our technological debates), they use it expecting that it is easy 
and seamless and comfortable : shortly said,
Microsoftish software (and don't begin a debate with me on this : I do hate MS 
- but our people enjoy it : I cannot do anything
against this - and you can't either).

And so, yes, they DO type their answers into RT - and if some of them don't 
when they are afraid of losing a long email, they are
angry against RT : RT supplies an input field, so well, it must supply the 
usual comfort functions supplied by MS-Outlook. This
seems obvious to them.

Microsoft has accustomed so many people to consider that IT IS this colorful 
window with buttons and the mouse, now KDE and Gnome go
this way too (Gnome is hiding every possible technical aspect it can - it's a 
pain to me and geeks and a joy for non-IT people). I
can hear your arguments about the technical limitation of a browser and such. 
But usual people can't and don't want to. Usual people
want to use softwares (whatever software) without any kind of hassle - our 
support staff are these kind of people, and the
workaround that you use and suggest is an unpleasant fix to them, they dislike 
and reject it even if they use it, and "the comfort
functions should be added, because this is the way IT goes nowadays" (I was 
reporting here my people's opinion).

Don't forget also that our people mainly use MSIE : thus I cannot consider your 
argument about extensions, which are only for
Firefox (there are very few extensions for MSIE). Don't forget, too, that an 
extension can stop being maintained : this is happening
now, some interesting extensions don't seem to be maintained in FF 2.0. Being 
an IT administrator, I cannot have official and
important softwares used by many people rely on extensions - this is definitely 
not acceptable.

---
Robert GRASSO
System Engineer

CEDRAT
15, Chemin de Malacher - Inovallee - 38246 MEYLAN Cedex - FRANCE
Tel: +33 (0)4 76 90 50 45 Fax: +33 (0)4 76 90 16 09
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Re: [rt-users] RT 4

[Atro Tossavainen]

[Thanks for not cc'ing me explicitly, one copy via the list will do just fine.]

> well, whether it sucks or not, when you give your staff access to some
> software, they begin using it, that's all - then when you detect weaknesses
> in the soft,

As far as I can see, the weakness, as you call it, is not intrinsic
to RT, but should be addressed at the Web browser level, and as Toby
Darling already pointed out, there is an extension to Firefox that
solves the problem in a much more global manner.

I don't know about you and/or your users, but I practically never use
the RT web interface to answer tickets - I use email nearly 100% of
the time, precisely because I have much better tools available for
writing email (including, but not limited to, support for temporary
saves and therefore crash resistance).  Attempting to address this
issue in RT is, in my opinion, simply not the right place to do it.

(Of course I should mention that our RT is configured so that every-
body in the IT support team get copies of new tickets and all ticket
correspondence in their email already.  I do realize doing this would
be impractical or even impossible with a wider support personnel base
and/or significantly larger amounts of ticket traffic.)

-- 
Atro Tossavainen (Mr.)   / The Institute of Biotechnology at
Systems Analyst, Techno-Amish & / the University of Helsinki, Finland,
+358-9-19158939  UNIX Dinosaur / employs me, but my opinions are my own.
< URL : http : / / www . helsinki . fi / %7E atossava / > NO FILE ATTACHMENTS
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RE: [rt-users] RT 4

[Robert Grasso]

>
> > my users would deeply appreciate being able to temporarily SAVE a draft
> > ticket, just to protect against a power shortage, sudden interruptions,
> > and such;
>
> Writing ticket responses in the web interface sucks.  Just use email
> instead so you get the facilities of whatever email client you're using.
>

well, whether it sucks or not, when you give your staff access to some 
software, they begin using it, that's all - then when you
detect weaknesses in the soft, as an emergency solution you can setup some 
workaround, but at the same time you ask for
improvements - this is exactly what I am doing. Don't forget that normal 
staffers, not being members of the IT staff, are just
normal people who don't enjoy dealing with workarounds - why should they ? 
Rather, WE (IT people, software developers) have to
supply correctly functioning software. This is why I am asking for 
improvements. Not for me : I can bear workarounds - I am using
workarounds all day long; but I am asking improvements for my support staff : 
they do need them.

---
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System Engineer

CEDRAT
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Re: [rt-users] RT 4

[Atro Tossavainen]

> my users would deeply appreciate being able to temporarily SAVE a draft
> ticket, just to protect against a power shortage, sudden interruptions,
> and such;

Writing ticket responses in the web interface sucks.  Just use email
instead so you get the facilities of whatever email client you're using.

-- 
Atro Tossavainen (Mr.)   / The Institute of Biotechnology at
Systems Analyst, Techno-Amish & / the University of Helsinki, Finland,
+358-9-19158939  UNIX Dinosaur / employs me, but my opinions are my own.
< URL : http : / / www . helsinki . fi / %7E atossava / > NO FILE ATTACHMENTS
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RE: [rt-users] RT 4

[Robert Grasso]

oh, I agree, I am using such an extension myself - but first, not all of our 
staffers use Firefox, many of them use MSIE - and I
cannot change this - but anyway, so many office softwares, proprietary or not, 
use to supply such a "Save as" function nowadays
(OpenOffice does), that you would expect that it's implemented in the software 
you are using, without having to setup some
workaround yourself ...

---
Robert GRASSO
System Engineer

CEDRAT
15, Chemin de Malacher - Inovallée - 38246 MEYLAN Cedex - FRANCE
Tel: +33 (0)4 76 90 50 45 Fax: +33 (0)4 76 90 16 09
mailto:[EMAIL PROTECTED]
---
Support service   : mailto:[EMAIL PROTECTED]
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> -Original Message-
> From: [EMAIL PROTECTED]
> [mailto:[EMAIL PROTECTED] Behalf Of Toby
> Darling
> Sent: Friday, June 01, 2007 3:58 PM
> To: RT Users
> Subject: Re: [rt-users] RT 4
>
>
> > my users would deeply appreciate being able to temporarily SAVE a draft 
> > ticket
>
> If they're using firefox, I can recommend the Save Text Area extension,
> it's got save to, and load from file, as well as autosave.
>
> Cheers
> ___
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Re: [rt-users] RT 4

[Toby Darling]

my users would deeply appreciate being able to temporarily SAVE a draft ticket


If they're using firefox, I can recommend the Save Text Area extension, 
it's got save to, and load from file, as well as autosave.


Cheers
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RE: [rt-users] RT 4

[Robert Grasso]

oh well, I am very late with my answer, but I had this thought right now : so I 
don't know if this request has been submitted
already :

my users would deeply appreciate being able to temporarily SAVE a draft ticket, 
just to protect against a power shortage, sudden
interruptions, and such; I mean : one is writing a long email (this is 
regularly the case in our scientific business), this takes
time, and from time to time people would like to click on some "Save" button or 
link, so that they can be sure they will get their
mail back whatever can happen.

For the moment some of them use to write their email into MS-Outlook, save it 
regularly with Ctrl-S, and when they are satisfied
they copy it into the ticket and send it - but this is not a very satisfying 
workaround

---
Robert GRASSO
System Engineer

CEDRAT
15, Chemin de Malacher - Inovallee - 38246 MEYLAN Cedex - FRANCE
Tel: +33 (0)4 76 90 50 45 Fax: +33 (0)4 76 90 16 09
mailto:[EMAIL PROTECTED]
---
Support service   : mailto:[EMAIL PROTECTED]
Commercial service : mailto:[EMAIL PROTECTED]
Web site  : http://www.cedrat.com



> -Original Message-
> From: [EMAIL PROTECTED]
> [mailto:[EMAIL PROTECTED] Behalf Of Jesse
> Vincent
> Sent: Tuesday, May 01, 2007 7:55 PM
> To: RT Users
> Subject: [rt-users] RT 4
>
>
> If, for the sake of argument, Best Practical were to rewrite RT, what
> would you want to see in the new product?
>
> Think big.
>
> Jesse
>

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Re: [rt-users] RT 4

[Ole Craig]

On Fri, 2007-05-25 at 11:31 +0930, Tom Lanyon wrote:
> RT is currently *not* a customer database, it is a ticketing system.
> 
> We are getting pressured to move to systems like NetSuite or
> SugarCRM  
> because they have built in ticketing systems providing similar  
> functionality to RT and also manage all of the customer information  
> and relations. 

I convinced management to try my skunkworks RT installation because
SugarCRM was absolutely unusable for trouble ticket tracking. (It takes
me 20 seconds to open a ticket in RT; it took me over three minutes in
SugarCRM running on quite nice hardware.)

We've since moved back to SalesForce for sales engagements and we're
using RT for customer-facing support and we're on the whole happier,
although there are complaints about stuff missing from RT (the present
topic -- associating several 'users' with a single 'customer' -- and
emailable reporting are the two biggies.)

-- 
/Ole Craig
Security Engineer
Team lead, customer support

[EMAIL PROTECTED]
303-381-3824 direct
303-381-3802 support
303-381-3880 fax

www.stillsecure.com

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Re: [rt-users] RT 4

[Jesse Vincent]

On May 29, 2007, at 12:55 PM, Justin Brodley wrote:

Out of curiosity has anyone at Best Practical evaluated the  
suggestions and determined feasibility of any of these suggestions.


We've certainly paid keen attention to what folks are looking for.  
And what users are actually doing impacts our future plans quite a  
bit. But we don't tend to comment on future features before we build  
them unless a specific customer is underwriting that feature (and  
tells us we can talk about it before we release it.)


If there's something you need on a schedule, that's how we earn our  
pizza and coca-cola.


Best,
Jesse


Justin Brodley


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RE: [rt-users] RT 4

[Justin Brodley]

Out of curiosity has anyone at Best Practical evaluated the suggestions and 
determined feasibility of any of these suggestions.


Justin Brodley 

-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Atro Tossavainen
Sent: Monday, May 28, 2007 4:50 AM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] RT 4

On Fri, 4 May 2007, Mathew Snyder wrote:

> > * Spam!!!
>
> So, you want RT to send spam?  ;)

Some of the suggestions presented in this conversation would actually lead
to that.

If RT were to contain a moderation system and send anything in response to
"Rejected" tickets, the rejection notices would go to the owners of forged
sender addresses in the spams and viruses you would reject.  That's called
"backscatter" and will get your system listed as a sender of spam in many
places.  Don't do it, don't even think of doing it.

Likewise for "sender verification" / challenge-response schemes in any
form.  Challenges for messages one has not sent are spam to the owner
of the forged sender address.

If anybody reading this operates a mail system that does challenge/
response, or operates a spam filter such as Barracuda Spam Firewall
or MailMarshal that in its default configuration accuses the owner
of the forged sender address of having sent you the spam, now is the
time to stop.  The accusations are spam to the unrelated third parties.

-- 
Atro Tossavainen (Mr.)   / The Institute of Biotechnology at
Systems Analyst, Techno-Amish & / the University of Helsinki, Finland,
+358-9-19158939  UNIX Dinosaur / employs me, but my opinions are my own.
< URL : http : / / www . helsinki . fi / %7E atossava / > NO FILE ATTACHMENTS
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Re: [rt-users] RT 4

[Atro Tossavainen]

On Fri, 4 May 2007, Mathew Snyder wrote:

> > * Spam!!!
>
> So, you want RT to send spam?  ;)

Some of the suggestions presented in this conversation would actually lead
to that.

If RT were to contain a moderation system and send anything in response to
"Rejected" tickets, the rejection notices would go to the owners of forged
sender addresses in the spams and viruses you would reject.  That's called
"backscatter" and will get your system listed as a sender of spam in many
places.  Don't do it, don't even think of doing it.

Likewise for "sender verification" / challenge-response schemes in any
form.  Challenges for messages one has not sent are spam to the owner
of the forged sender address.

If anybody reading this operates a mail system that does challenge/
response, or operates a spam filter such as Barracuda Spam Firewall
or MailMarshal that in its default configuration accuses the owner
of the forged sender address of having sent you the spam, now is the
time to stop.  The accusations are spam to the unrelated third parties.

-- 
Atro Tossavainen (Mr.)   / The Institute of Biotechnology at
Systems Analyst, Techno-Amish & / the University of Helsinki, Finland,
+358-9-19158939  UNIX Dinosaur / employs me, but my opinions are my own.
< URL : http : / / www . helsinki . fi / %7E atossava / > NO FILE ATTACHMENTS
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Re: [rt-users] RT 4

[Bob Goldstein]

>We are also looking at SugarCRM (and it's ability to work with the 
>Asterisk PBX). Rather than build CRM features into RT, it would be nice 
>(for us) to have RT integrate with SugarCRM as an optional/stronger 
>replacement for the SugarCRM ticket system.

I'm all for a better API, for exactly such integrations.

However, I still wonder: Doesn't the idea of having an RT
group represent a "customer" work?  You could have all the
various customer representatives in that group.  Have
a special user in that group represent the customer as a whole,
with appropriate flags or custom fields to represent your
relationship with the customer.

And so on.  Does this not provide the functionality you
need?  Or is the fact that RT doesn't have the Customer Concept
explicit out-of-the-box offputting?  Just curious.

Hmm, I think tracking all the customer-related tickets would
be easy.  Tracking changes to the customer group itself,
or to the special customer user might be harder.

>
>We like RT, and as others have expressed here, we could really use the 
>concept of a "Company" record to link individual requesters to. Even an 
>"alias" linkage of some kind would be helpful. ([EMAIL PROTECTED] is 
>also [EMAIL PROTECTED] and is also [EMAIL PROTECTED] - depending on 
>where he is at the moment he opens tickets for his company using all 
>three email accounts).

Right.  This is an issue whether you have Customers or not.
You might like to map multiple email addresses to a single user.
I could see identifying a user based on matching a list of addresses.
But which address do you use when RT sends email, particularly
if the transaction was created by a consultant or done on the
web?  The last address used by this user?  The first?  All of them?

   bobg

>
>Just a thought..
>
>Mark
>
>> On 25/05/2007, at 11:10 AM, Mathew Snyder wrote:
 >> - Customer database and the ability to track tickets per customer
   
>>> >
>>> > But this is what RT does anyway
>>> 
>>
>> RT is currently *not* a customer database, it is a ticketing system.
>>
>> We are getting pressured to move to systems like NetSuite or SugarCRM  
>> because they have built in ticketing systems providing similar  
>> functionality to RT and also manage all of the customer information  
>> and relations.
>
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Re: [rt-users] RT 4

[Mark Langkau]

We are also looking at SugarCRM (and it's ability to work with the 
Asterisk PBX). Rather than build CRM features into RT, it would be nice 
(for us) to have RT integrate with SugarCRM as an optional/stronger 
replacement for the SugarCRM ticket system.


We like RT, and as others have expressed here, we could really use the 
concept of a "Company" record to link individual requesters to. Even an 
"alias" linkage of some kind would be helpful. ([EMAIL PROTECTED] is 
also [EMAIL PROTECTED] and is also [EMAIL PROTECTED] - depending on 
where he is at the moment he opens tickets for his company using all 
three email accounts).


Just a thought..

Mark


On 25/05/2007, at 11:10 AM, Mathew Snyder wrote:

>> - Customer database and the ability to track tickets per customer
  

>
> But this is what RT does anyway



RT is currently *not* a customer database, it is a ticketing system.

We are getting pressured to move to systems like NetSuite or SugarCRM  
because they have built in ticketing systems providing similar  
functionality to RT and also manage all of the customer information  
and relations.


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Re: [rt-users] RT 4

[Tom Lanyon]

On 25/05/2007, at 11:27 AM, Kelly F. Hickel wrote:

No, it doesn't.  It tracks by a user.  Customers (often) have many
users.  This is (to me) the same thing as discussed in the "Customer
Centric RT" thread recently.  For instance, our customers may have
several installations of our product, on various operating systems,  
with

various backend databases.  Rather than having to capture this data in
every ticket, it would be much better to have it in an "Organization
Record", that might include such things as the list of users  
authorized

to open support tickets, an escalation path, people responsible for
purchasing and so on.

Realistically, this may best be handled by adding a User Custom Field
that refers to an external customer information database.  However,
having all (or at least most) of that information on the ticket screen
would be preferable, and being able to search for all tickets by all
users for a certain customer is an absolute requirement.

-Kelly


Correct. I presented the option of having a 'client' custom field  
which references the client in an external customer information  
database, however the general response is 'why would we do that when  
we can move to a system with it all built in?'.


Even though we can customise RT to the level that it is 'almost' one  
system, there are other systems out there which 'do it all'.


Perhaps an expansion of RT's extension capabilities to make it easier  
to write an RT customer relation management extension, for example,  
would be a better project...

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RE: [rt-users] RT 4

[Baytalskiy, Sal]

It almost sounds like RT needs a CRM addon, similar to RTFM or AT...
I think AT can serve as a starting point for this, from what I've seen it
do...Only define Customers instead of Assets. 


Thanks !
Sal Baytalskiy
DBG CTO Middleware
201-469-8459
[EMAIL PROTECTED]


-Original Message-
From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf Of Tom Lanyon
Sent: Thursday, May 24, 2007 10:02 PM
To: Mathew Snyder
Cc: RT Users
Subject: Re: [rt-users] RT 4


On 25/05/2007, at 11:10 AM, Mathew Snyder wrote:

>> - Customer database and the ability to track tickets per customer
>
> But this is what RT does anyway

RT is currently *not* a customer database, it is a ticketing system.

We are getting pressured to move to systems like NetSuite or SugarCRM
because they have built in ticketing systems providing similar functionality
to RT and also manage all of the customer information and relations.

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Re: [rt-users] RT 4

[Tom Lanyon]

On 25/05/2007, at 11:10 AM, Mathew Snyder wrote:


- Customer database and the ability to track tickets per customer


But this is what RT does anyway


RT is currently *not* a customer database, it is a ticketing system.

We are getting pressured to move to systems like NetSuite or SugarCRM  
because they have built in ticketing systems providing similar  
functionality to RT and also manage all of the customer information  
and relations.


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RE: [rt-users] RT 4

[Kelly F. Hickel]

> -Original Message-
> From: [EMAIL PROTECTED] [mailto:rt-users-
> [EMAIL PROTECTED] On Behalf Of Mathew Snyder
> Sent: Thursday, May 24, 2007 8:40 PM
> To: Tom Lanyon
> Cc: RT Users
> Subject: Re: [rt-users] RT 4
> 
> Tom Lanyon wrote:
> > On 02/05/2007, at 3:24 AM, Jesse Vincent wrote:
> >
> >> If, for the sake of argument, Best Practical were to rewrite RT,
what
> >> would you want to see in the new product?
> >>
> >> Think big.
> >>
> >> Jesse
> >
> > Whilst we haven't had anything wrong with RT, the 'powers from
above'
> > are evaluating other products and looking to move away from RT (oh
no!)
> > to a more integrated solution.
> >
> > Therefore our requirements would be:
> >
> > - Customer database and the ability to track tickets per
customer
> 
> But this is what RT does anyway

No, it doesn't.  It tracks by a user.  Customers (often) have many
users.  This is (to me) the same thing as discussed in the "Customer
Centric RT" thread recently.  For instance, our customers may have
several installations of our product, on various operating systems, with
various backend databases.  Rather than having to capture this data in
every ticket, it would be much better to have it in an "Organization
Record", that might include such things as the list of users authorized
to open support tickets, an escalation path, people responsible for
purchasing and so on.

Realistically, this may best be handled by adding a User Custom Field
that refers to an external customer information database.  However,
having all (or at least most) of that information on the ticket screen
would be preferable, and being able to search for all tickets by all
users for a certain customer is an absolute requirement.

-Kelly

> 
> > - Extended time tracking: start/stop tracking time against a
ticket
> > then report on time spent per customer
> While it would be nice to see this integrated as part of a more robust
> reporting
> feature, we took matter into our own hands and wrote scripts which
simply
> use
> the the RT API to gather the data needed, manipulate and format it and
> email the
> results to the powers that be.
> 
> >
> > Thanks.
> >
> > --
> > Tom Lanyon
> > Systems Administrator
> > NetSpot Pty Ltd
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Re: [rt-users] RT 4

[Mathew Snyder]

Tom Lanyon wrote:
> On 02/05/2007, at 3:24 AM, Jesse Vincent wrote:
> 
>> If, for the sake of argument, Best Practical were to rewrite RT, what
>> would you want to see in the new product?
>>
>> Think big.
>>
>> Jesse
> 
> Whilst we haven't had anything wrong with RT, the 'powers from above'
> are evaluating other products and looking to move away from RT (oh no!)
> to a more integrated solution.
> 
> Therefore our requirements would be:
> 
> - Customer database and the ability to track tickets per customer

But this is what RT does anyway

> - Extended time tracking: start/stop tracking time against a ticket
> then report on time spent per customer
While it would be nice to see this integrated as part of a more robust reporting
feature, we took matter into our own hands and wrote scripts which simply use
the the RT API to gather the data needed, manipulate and format it and email the
results to the powers that be.

> 
> Thanks.
> 
> -- 
> Tom Lanyon
> Systems Administrator
> NetSpot Pty Ltd

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Re: [rt-users] RT 4

[Tom Lanyon]

On 02/05/2007, at 3:24 AM, Jesse Vincent wrote:

If, for the sake of argument, Best Practical were to rewrite RT,  
what would you want to see in the new product?


Think big.

Jesse


Whilst we haven't had anything wrong with RT, the 'powers from above'  
are evaluating other products and looking to move away from RT (oh  
no!) to a more integrated solution.


Therefore our requirements would be:

- Customer database and the ability to track tickets per customer
	- Extended time tracking: start/stop tracking time against a ticket  
then report on time spent per customer


Thanks.

--
Tom Lanyon
Systems Administrator
NetSpot Pty Ltd


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RE: OT: Open Minds in IT IN CA: was (Re: [rt-users] RT 4)

[Baytalskiy, Sal]

I hear that.
We have another piece of software that we're supposed to be using for ticket
tracking.
Nobody really uses it except for Production stuff (we simply have to)
because it is difficult to use, slow, poorly configured, list goes on.
Sure, they paid 6 figures for it - so naturally its the next best thing. The
only problem is - they can't make anyone use it :-)
Just goes to show...
And then i set up RT in about half a day and run a POC internally in our
group.
The only management person who's seen it is our manager because we just
can't let anyone know we're using something that hasn't been approved.
And we all know it won't ever be approved, no matter how good it is.
So the strategy is simple: we'll be using it until we collect enough data
that we can demonstrate that RT is essential to the grou's operation.
Think about this: how much wiggling and maneuvering needs to be done to
simply improve productivity of one of the most important IT departments.
How much time is wasted on this stupid strategizing when it could've been
spent doing actual work...
Oh, here's the kicker - the only reason my manager was able to let us use RT
is because of RTFM. 'Cause we needed one place to store the group's
collective wisdom.
And RT's ticket tracking functionality is basically presented as a
by-product...weird...


  _  

From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf Of Andrew Redman
Sent: Saturday, May 19, 2007 12:07 AM
To: rt-users@lists.bestpractical.com
Subject: Re: OT: Open Minds in IT IN CA: was (Re: [rt-users] RT 4)




 Original Message ---- 
Subject:Re: OT: Open Minds in IT IN CA: was (Re: [rt-users] RT 4)

Date:   Fri, 18 May 2007 21:06:12 -0700 
From:   Andrew Redman  <mailto:[EMAIL PROTECTED]>
<[EMAIL PROTECTED]> 
To: Robert G. Werner  <mailto:[EMAIL PROTECTED]>
<[EMAIL PROTECTED]> 
References:
<mailto:[EMAIL PROTECTED]>
<[EMAIL PROTECTED]>
<mailto:[EMAIL PROTECTED]> <[EMAIL PROTECTED]>  


Just as a comment, the Boss loved it when I got RT working, and his Boss 

loved it when we started to get stats on performance improvements from 

it, so that was all groovy. That said, there is one person in our 

department (the oldest and arguably least competent, though there is 

quite a lively competition for that title...) has the idea that "If I 

pay more for it, it must be better" firmly embedded in his head. We were 

looking at 3 backup systems, one cost $5k and did everything we wanted 

and more, the other was $30k, and fell short of a few of our 

requirements, and he insisted that the $30k one was the way to go. I 

suppose if you had a couple people like that in key positions in a 

company then OSS could have some difficulty...



Anyway, I'm just glad he's not my boss. Keep up the RT awesomeness. - Andrew



Robert G. Werner wrote:

> Baytalskiy, Sal wrote:

>> I wish you were right...

> [snip]

> It certainly hasn't been my experience.  My bosses really like it when 

> I make something happen and it doesn't cost them much of anything but 

> my time.

>

> Certainly,  my bosses aren't open source zealots.  We are an Oracle 

> shop.  But ever place I've worked,  when I bring in important 

> improvements in network reliability and monitoring or now trouble 

> ticket tracking with RT the response has been ecstatic and the fact 

> that it doesn't cost anything has been huge.

>

> The added luxury of being able to modify and look at the code has been 

> icing on the cake.

>

> My experiences have mostly been in relatively small shops (50 - 300 

> people) over the last 10 years in California so take what I say with 

> an enormous grain of salt.

>

> But really,  to me,  it sounds like there are better jobs out there 

> for you.

>



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RE: Open Minds in IT IN CA: was (Re: [rt-users] RT 4)

[Baytalskiy, Sal]

I envy you. I really do.
In the past 13 years I've been working in IT (development and then
midlleware/operations) for fairly large corporations.
And I have to say that every single GOOD piece of software that I tried to
bring in - had to be fought for. To the point when its almost not worth it
to even try. Its extremely frustrating and just irritates me to no end. The
narrow-mindness and inability to see good things of the upper management is
astounding. The amounts of money being literally WASTED on crappy software
simply because some clown up on top (who's never going to use it) decided
so...This is only possible in large companies because a smaller shop just
wouldn't be able to survive like that.
I guess West Coast has always been more open to new things, maybe because of
Palo Alto and all the good things that came out of there, plus I think the
people are just generally more open-minded.
Out here, in NY, its just not like that...unfortunately...


-Original Message-
From: Robert G. Werner [mailto:[EMAIL PROTECTED] 
Sent: Friday, May 18, 2007 11:57 PM
To: Baytalskiy, Sal
Cc: Matthew Keller; RT Users
Subject: OT: Open Minds in IT IN CA: was (Re: [rt-users] RT 4)

Baytalskiy, Sal wrote:
> I wish you were right... 
> 
[snip]
It certainly hasn't been my experience.  My bosses really like it when I
make something happen and it doesn't cost them much of anything but my time.

Certainly,  my bosses aren't open source zealots.  We are an Oracle shop.
But ever place I've worked,  when I bring in important improvements in
network reliability and monitoring or now trouble ticket tracking with RT
the response has been ecstatic and the fact that it doesn't cost anything
has been huge.

The added luxury of being able to modify and look at the code has been icing
on the cake.

My experiences have mostly been in relatively small shops (50 - 300
people) over the last 10 years in California so take what I say with an
enormous grain of salt.

But really,  to me,  it sounds like there are better jobs out there for you.

--
Robert G. Werner (Network Systems Administrator) [EMAIL PROTECTED]

559.244.3734

On the Internet, nobody knows you're a dog.
-- Cartoon caption
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