[rt-users] RT3: Attachments Not Downloading

Rick Ellis Richard.Ellis at Sun.COM
Thu Jan 22 04:10:33 EST 2004


We did a fresh install on Solaris 9 and found we needed to upgrade to
perl 5.8.2 to get around some very pedantic bugs, which are only
triggered by Solaris on SPARC with perl 5.8.0 or below. In particular we
found bugs in several system log modules.

5.8.2 seems to solve almost all.


On Wed, 2004-01-21 at 22:00, rt-users-request at lists.bestpractical.com
wrote:
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> Today's Topics:
> 
>    1. Timezone questions/Setting timezone for RT_System
>       (Jan Algermissen)
>    2. RE: httpd speed on rt3 (AJ)
>    3. Re: Problem with new install (neil quiogue)
>    4. Re: RT3: Attachments Not Downloading (neil quiogue)
>    5. Re: RT3: Attachments Not Downloading (Jesse Vincent)
>    6. RE: Feature suggestion list for Statistics (AJ)
>    7. RE: Feature suggestion list for Statistics (Kelly F. Hickel)
>    8. Re: Feature suggestion list for Statistics (Jesse Vincent)
>    9. Re: RT3: Attachments Not Downloading (Jesse Vincent)
> 
> 
> ----------------------------------------------------------------------
> 
> Message: 1
> Date: Wed, 21 Jan 2004 21:41:00 +0100
> From: Jan Algermissen <jalgermissen at topicmapping.com>
> Subject: [rt-users] Timezone questions/Setting timezone for RT_System
> To: "rt-users at lists.fsck.com" <rt-users at lists.fsck.com>
> Message-ID: <400EE3DC.9F7F3664 at topicmapping.com>
> Content-Type: text/plain; charset=us-ascii
> 
> Hi all--
> 
> I have some problems with timezones and two immediate questions:
> 
> - is it true that all SetXXX methods of the Ticket class expect the time
>   in GMT (and do not use the $Timezone configuration to convert to GMT internally)?
> 
> - Is there a way to have RT using local time for the log messages? lib/RT.pm
>   seems to make that impossible since it uses gmtime( time() ) to create the
>   time string for the log entry.
>   Before I change the sources, I'd like to know if there is a way to configure this.
> 
> - Is it possible to set a user's time zone? My RT users work in different time zones
>   and it would be nice if everyone would see the times in the Web-UI in her own
>   timezione.
> 
> 
> Thanks for any help.
> 
> 
> Jan
> 
> 
> 
> -- 
> Jan Algermissen                           http://www.topicmapping.com
> Consultant & Programmer	                  http://www.gooseworks.org
> 
> 
> ------------------------------
> 
> Message: 2
> Date: Wed, 21 Jan 2004 15:44:59 -0500
> From: "AJ" <rt at musefoundry.com>
> Subject: RE: [rt-users] httpd speed on rt3
> To: "'Douglas E. Warner'" <dwarner at ctinetworks.com>,
> 	<rt-users at lists.fsck.com>
> Message-ID:
> 	<!~!UENERkVCMDkAAQACAAAAAAAAAAAAAAAAAC4AAAAAAAAA9tUWdOmOUE+6g2RIHUkSNAEAwYmj7r9QD0mtN+MAvAz3KwAAABnaGwAAEAAAAOmXIk9OsvBNguKyyHYMbeQBAAAAAA==@musefoundry.com>
> 	
> Content-Type: text/plain;	charset="us-ascii"
> 
> Perhaps stderr isn't being logged.
> 
> Try starting apache with:
> <apache_dir>/bin/httpd -X -f <apache_dir>/conf/httpd.conf 2>errfile 
> 
> errfile = path and filename of error file
> outputfile = path and filename of standard output file
> 
> start apache in single process mode and log errors to the stderr. Easier to
> trace then
> 
> 
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Douglas E.
> Warner
> Sent: Wednesday, January 21, 2004 2:53 PM
> To: rt-users at lists.fsck.com
> Subject: Re: [rt-users] httpd speed on rt3
> 
> -----BEGIN PGP SIGNED MESSAGE-----
> Hash: SHA1
> 
> On Wednesday 21 January 2004 12:53, Jesse Vincent wrote:
> > Ok. There are two tools that it's worth using to attempt to debug what
> > code the performance bottleneck is in: MasonX::Profiler and
> > Apache::DProf.  I'd love to see traces for your longer tickets.
> 
> I seem to have Apache::Dprof working, but I'm not getting any output from 
> MasonX::Profiler.  I tried putting the config in both the httpd.conf and in 
> RT_SiteConfig.pl, but neither seemed to generate output in either my error 
> log or my RT log (w/ log to file set to 'debug').  Here's what I've tried:
> 
> == httpd.conf ==
>     ServerName rt3.ctinetworks.com
>     DocumentRoot /usr/local/rt3/share/html
>     AddDefaultCharset UTF-8
> 
>     PerlModule Apache::DProf
>     PerlModule MasonX::Profiler
>     PerlSetVar MasonPreamble "my $p = MasonX::Profiler->new($m, $r);"
>     PerlModule Apache::DBI
>     PerlRequire /usr/local/rt3/bin/webmux.pl
> 
>     <Location />
>         SetHandler perl-script
>         PerlHandler RT::Mason
>     </Location>
> 
>     ErrorLog logs/rt3-error_log
>     CustomLog logs/rt3-access_log combined
> 
> == RT_SiteConfig.pl ==
> @MasonParameters = (preamble => 'my $p = MasonX::Profiler->new($m, $r);'); ;
> 
> with MasonParameters commented out in httpd.conf
> Set($LogToFile      , 'debug');
> Set($LogDir, '/usr/local/rt3/var/log');
> Set($LogToFileNamed , "rt.log");    #log to rt.log
> 
> - -Doug
> 
> - -- 
> Douglas E. Warner    <dwarner at ctinetworks.com>     Network Engineer
> CTI/PAdotNET         http://ctinetworks.com        +1 717 975 9000
> -----BEGIN PGP SIGNATURE-----
> Version: GnuPG v1.2.3 (GNU/Linux)
> 
> iD8DBQFADtiHJV36su0A0xIRAkPwAJ9fxqXkmGgczUADutAbBU1B1wUxRACfQI9h
> G+5REt453kwSAP1gei4XNAE=
> =+KK/
> -----END PGP SIGNATURE-----
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.bestpractical.com
> http://lists.bestpractical.com/mailman/listinfo/rt-users
> 
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
> 
> 
> 
> ------------------------------
> 
> Message: 3
> Date: Thu, 22 Jan 2004 04:35:00 +0800
> From: neil quiogue <neil at quiogue.com>
> Subject: Re: [rt-users] Problem with new install
> To: "Little, James" <James.Little at onetel.co.uk>,
> 	"'rt-users at lists.bestpractical.com'"
> 	<rt-users at lists.bestpractical.com>
> Message-ID: <1239910125.1074746100 at localhost>
> Content-Type: text/plain; charset=us-ascii; format=flowed
> 
> I suspect it's with the rt-mailgate.  If you're coming from rt2, the 
> rt-mailgate didn't require the --url option.  In rt3, it needs --url 
> http://localhost (or an equivalent url going to your rt.
> 
> Regards, Neil
> 
> --On mercredi 21 janvier 2004 14:42 +0000 "Little, James" 
> <James.Little at onetel.co.uk> wrote:
> 
> >
> > Hi,
> >
> > I installed rt-3.0.8 yesterday - I've used RT in the past without
> > problems and this was a fresh install.
> >
> > I'm having a slight problem.  I've got a distribution list that I would
> > like to be the Admin CC of a queue, and like all correspondence to go as
> > an e-mail to this list.  Easy enough to do.
> >
> > However, although the script and template should be correct, I am getting
> > a weird problem.
> >
> > If I go into a ticket and press reply, type out whatever it is, and press
> > submit, then the correspondence get's send to this list.  Great.
> > However, when I e-mail the correspondence to the rt e-mail address, it
> > goes into the system (get's added to the request) but doesn't seem to
> > send it to the dist list.
> >
> > Does anyone have any ideas why this would happen?
> >
> > Thanks
> >
> > ---------
> > James Little
> > Web Development
> > Phone  : 0161 342 9443
> > Mobile : 0789 965 3761
> > Fax    : 0871 433 7985
> >  ___               ___       _
> >| . |._ _  ___    |_ _| ___ | |
> >| | || ' |/ ._> _  | | / ._>| |
> > `___'|_|_|\___.<_> |_| \___.|_|
> >
> > Landline.Internet.Mobile
> 
> 
> 
> 
> 
> 
> ------------------------------
> 
> Message: 4
> Date: Thu, 22 Jan 2004 04:29:56 +0800
> From: neil quiogue <neil at quiogue.com>
> Subject: Re: [rt-users] RT3: Attachments Not Downloading
> To: "Ruslan U. Zakirov" <cubic at acronis.ru>
> Cc: rt-users at lists.bestpractical.com
> Message-ID: <1239606187.1074745796 at localhost>
> Content-Type: text/plain; charset=us-ascii; format=flowed
> 
> No errors on the logs.  No errors on the page.  But an error on the browser 
> (client).
> 
> When one clicks on the link (pointing to the 
> Ticket/Attachments/<TransactionId>/<AttachmentId> which would be handled by 
> dhandler), the dialog box would open to say if you want to open or save the 
> file.  If you try to open the file, it'll be stuck in the progress dialog 
> box.  If you click on 'Save', it would attempt to but fail.
> 
> I'm sure that the data in the MySQL is fine since I'm able to make a 
> program that queries the Transactions and Attachments table and is able to 
> be displayed/saved by the user.
> 
> Is there any gotchas with Solaris SPARC platforms with any of the perl 
> modules used?  It may have to do with how the data is presented to the 
> client after it has left the DB.
> 
> Regards, Neil
> 
> --On mercredi 21 janvier 2004 16:43 +0300 "Ruslan U. Zakirov" 
> <cubic at acronis.ru> wrote:
> 
> > neil quiogue wrote:
> >> Hello,
> >>
> >> I'm not sure if anyone has encountered this before but I've encountered
> >> attachments (non-text like MS Word, Zip) which cannot be downloaded in
> >> RT3. I don't see any logs that would show why.  In RT2, I did not have
> >> those kinds of problems.
> >>
> >> Any clues?
> > Any errors?
> > No links on page?
> > Or download work, but data corruption?
> > Or browser give error message?
> >
> > In which way they can't be downloaded?
> > 		Best regards. Ruslan.
> >>
> >> Regards, Neil
> >>
> >> _______________________________________________
> >> rt-users mailing list
> >> rt-users at lists.bestpractical.com
> >> http://lists.bestpractical.com/mailman/listinfo/rt-users
> >>
> >> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
> >
> >
> 
> 
> 
> 
> 
> 
> ------------------------------
> 
> Message: 5
> Date: Wed, 21 Jan 2004 16:12:36 -0500
> From: Jesse Vincent <jesse at bestpractical.com>
> Subject: Re: [rt-users] RT3: Attachments Not Downloading
> To: neil quiogue <neil at quiogue.com>
> Cc: rt-users at lists.bestpractical.com, "Ruslan U. Zakirov"
> 	<cubic at acronis.ru>
> Message-ID: <20040121211236.GU18619 at fsck.com>
> Content-Type: text/plain; charset=us-ascii
> 
> 
> 
> 
> On Thu, Jan 22, 2004 at 04:29:56AM +0800, neil quiogue wrote:
> > No errors on the logs.  No errors on the page.  But an error on the browser 
> > (client).
> 
> Are you using IE on WinXP? It's got a caching bug that I know triggers
> on SSL-secured RT sites with 3.0.8. It's fixed in the latest pre-release
> of 3.0.9
> 
> 
> 
> -- 
> http://www.bestpractical.com/rt  -- Trouble Ticketing. Free.
> 
> 
> ------------------------------
> 
> Message: 6
> Date: Wed, 21 Jan 2004 16:30:56 -0500
> From: "AJ" <rt at musefoundry.com>
> Subject: RE: [rt-users] Feature suggestion list for Statistics
> To: "'Todd Chapman'" <rt at chaka.net>, "'Kelly F. Hickel'"
> 	<kfh at mqsoftware.com>
> Cc: rt-users at lists.fsck.com
> Message-ID:
> 	<!~!UENERkVCMDkAAQACAAAAAAAAAAAAAAAAAC4AAAAAAAAA9tUWdOmOUE+6g2RIHUkSNAEAwYmj7r9QD0mtN+MAvAz3KwAAABnaGwAAEAAAAGDQHnNWgRNKu2ML0hG7TgIBAAAAAA==@musefoundry.com>
> 	
> Content-Type: text/plain;	charset="us-ascii"
> 
> Another clean way to do it would be:
> <rtdir>/local/html/Callbacks/Statistics/Elements/Tabs/Default
> 
> And in Default put:
> <%init>
> $toptabs->{'CC-Statistics'} = { title =>loc("Statistics"),
>                           path  => "Statistics/index.html" };
> </%init>
> <%args>
> $toptabs =>undef
> </%args>
> 
> 
> That way one keeps the Statistics tabs away from any of the core elements.
> 
> In some cases, may need to restart webserver after adding.
> 
> A.J.
> 
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Todd Chapman
> Sent: Wednesday, January 21, 2004 2:05 PM
> To: Kelly F. Hickel
> Cc: rt-users at lists.fsck.com
> Subject: Re: [rt-users] Feature suggestion list for Statistics
> 
> Also, currently the statistics package implements it's tab by
> creating a local version of the Tabs component: 
> 
> local/html/Elements/Tabs
> 
> The same can be accomplished more cleanly using callbacks. I 
> created this file:
> 
> share/html/Callbacks/local/Elements/Tabs/
> 
> With these comments:
> 
> ###
> <%init>
> $toptabs->{'Z'} = { title => loc('Statistics'), path =>
> 'Statistics/index.html' };
> </%init>
> <%args>
> $toptabs
> </%args>
> ###
> 
> and deleted local/html/Elements/Tabs.
> 
> For further reference:
> 
> http://lists.fsck.com/pipermail/rt-devel/2003-November/005101.html
> 
> -Todd
> 
> On Wed, Jan 21, 2004 at 01:03:06PM -0600, Kelly F. Hickel wrote:
> > Here's a list of the requested Statistics package features that I've
> > pulled from the various related posts recently.  Does anyone have
> > additions, suggested priorities, comments, carps, or anything else
> > they'd like to say about it?
> > 
> > Note that I have no idea if/when/how or in what order these may be
> > implemented, I'm just trying to get a tasklist/roadmap sorted out....
> > 
> > 
> > Need bookmarkable URL for report pages that brings you back to the same
> > url, same queues, columns, etc, but with current data.
> > 
> > Bookmarkable url for charts that downloads the chart data in CSV format.
> > 
> > Integrate all the Chart cgi's into a single uber-Chart cgi (easier to
> > maintain).
> > 
> > Add some by-user reports (may have legal ramifications in europe,
> > provide way to disable).
> > 
> > Include month in dates on resolution chart.
> > 
> > Total or average time to resolution over report period (30 days).
> > 
> > Change y axis for charts in something other than seconds.
> > 
> > X axis becomes illegible when reporting over large periods.
> > 
> > Ability to tailor size of graph.
> > 
> > Select date range for reports.
> > 
> > Reports by time worked....
> > 
> > Make it easier to add new reports.
> > 
> > Find a better way to integrate Statistics into left hand task bar.
> > 
> > Package with a CHANGELOG and Makefile to do the install part, like RTFM
> > does.
> > 
> > Kelly F. Hickel
> > Senior Software Architect
> > MQSoftware, Inc
> > 952.345.8677
> > kfh at mqsoftware.com
> > 
> > 
> > _______________________________________________
> > rt-users mailing list
> > rt-users at lists.bestpractical.com
> > http://lists.bestpractical.com/mailman/listinfo/rt-users
> > 
> > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
> _______________________________________________
> rt-users mailing list
> rt-users at lists.bestpractical.com
> http://lists.bestpractical.com/mailman/listinfo/rt-users
> 
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
> 
> 
> 
> ------------------------------
> 
> Message: 7
> Date: Wed, 21 Jan 2004 15:27:51 -0600
> From: "Kelly F. Hickel" <kfh at mqsoftware.com>
> Subject: RE: [rt-users] Feature suggestion list for Statistics
> To: "AJ" <rt at musefoundry.com>, "Todd Chapman" <rt at chaka.net>
> Cc: rt-users at lists.fsck.com
> Message-ID:
> 	<3C05BBBA1B54ED43B1A6827E620EF1CD0A0F43 at mailservermn.mqsoftware.com>
> Content-Type: text/plain;	charset="us-ascii"
> 
> Does anyone (Jesse?) have a feeling for either the "right way" or the
> "RT way"?
> 
> Kelly F. Hickel
> Senior Software Architect
> MQSoftware, Inc
> 952.345.8677
> kfh at mqsoftware.com
> 
> 
> > -----Original Message-----
> > From: AJ [mailto:rt at musefoundry.com]
> > Sent: Wednesday, January 21, 2004 3:31 PM
> > To: 'Todd Chapman'; Kelly F. Hickel
> > Cc: rt-users at lists.fsck.com
> > Subject: RE: [rt-users] Feature suggestion list for Statistics
> > 
> > Another clean way to do it would be:
> > <rtdir>/local/html/Callbacks/Statistics/Elements/Tabs/Default
> > 
> > And in Default put:
> > <%init>
> > $toptabs->{'CC-Statistics'} = { title =>loc("Statistics"),
> >                           path  => "Statistics/index.html" };
> > </%init>
> > <%args>
> > $toptabs =>undef
> > </%args>
> > 
> > 
> > That way one keeps the Statistics tabs away from any of the core
> elements.
> > 
> > In some cases, may need to restart webserver after adding.
> > 
> > A.J.
> > 
> > -----Original Message-----
> > From: rt-users-bounces at lists.bestpractical.com
> > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Todd
> > Chapman
> > Sent: Wednesday, January 21, 2004 2:05 PM
> > To: Kelly F. Hickel
> > Cc: rt-users at lists.fsck.com
> > Subject: Re: [rt-users] Feature suggestion list for Statistics
> > 
> > Also, currently the statistics package implements it's tab by
> > creating a local version of the Tabs component:
> > 
> > local/html/Elements/Tabs
> > 
> > The same can be accomplished more cleanly using callbacks. I
> > created this file:
> > 
> > share/html/Callbacks/local/Elements/Tabs/
> > 
> > With these comments:
> > 
> > ###
> > <%init>
> > $toptabs->{'Z'} = { title => loc('Statistics'), path =>
> > 'Statistics/index.html' };
> > </%init>
> > <%args>
> > $toptabs
> > </%args>
> > ###
> > 
> > and deleted local/html/Elements/Tabs.
> > 
> > For further reference:
> > 
> > http://lists.fsck.com/pipermail/rt-devel/2003-November/005101.html
> > 
> > -Todd
> > 
> > On Wed, Jan 21, 2004 at 01:03:06PM -0600, Kelly F. Hickel wrote:
> > > Here's a list of the requested Statistics package features that I've
> > > pulled from the various related posts recently.  Does anyone have
> > > additions, suggested priorities, comments, carps, or anything else
> > > they'd like to say about it?
> > >
> > > Note that I have no idea if/when/how or in what order these may be
> > > implemented, I'm just trying to get a tasklist/roadmap sorted
> out....
> > >
> > >
> > > Need bookmarkable URL for report pages that brings you back to the
> same
> > > url, same queues, columns, etc, but with current data.
> > >
> > > Bookmarkable url for charts that downloads the chart data in CSV
> format.
> > >
> > > Integrate all the Chart cgi's into a single uber-Chart cgi (easier
> to
> > > maintain).
> > >
> > > Add some by-user reports (may have legal ramifications in europe,
> > > provide way to disable).
> > >
> > > Include month in dates on resolution chart.
> > >
> > > Total or average time to resolution over report period (30 days).
> > >
> > > Change y axis for charts in something other than seconds.
> > >
> > > X axis becomes illegible when reporting over large periods.
> > >
> > > Ability to tailor size of graph.
> > >
> > > Select date range for reports.
> > >
> > > Reports by time worked....
> > >
> > > Make it easier to add new reports.
> > >
> > > Find a better way to integrate Statistics into left hand task bar.
> > >
> > > Package with a CHANGELOG and Makefile to do the install part, like
> RTFM
> > > does.
> > >
> > > Kelly F. Hickel
> > > Senior Software Architect
> > > MQSoftware, Inc
> > > 952.345.8677
> > > kfh at mqsoftware.com
> > >
> > >
> > > _______________________________________________
> > > rt-users mailing list
> > > rt-users at lists.bestpractical.com
> > > http://lists.bestpractical.com/mailman/listinfo/rt-users
> > >
> > > Have you read the FAQ? The RT FAQ Manager lives at
> http://fsck.com/rtfm
> > _______________________________________________
> > rt-users mailing list
> > rt-users at lists.bestpractical.com
> > http://lists.bestpractical.com/mailman/listinfo/rt-users
> > 
> > Have you read the FAQ? The RT FAQ Manager lives at
> http://fsck.com/rtfm
> 
> 
> 
> ------------------------------
> 
> Message: 8
> Date: Wed, 21 Jan 2004 16:53:32 -0500
> From: Jesse Vincent <jesse at bestpractical.com>
> Subject: Re: [rt-users] Feature suggestion list for Statistics
> To: "Kelly F. Hickel" <kfh at mqsoftware.com>
> Cc: rt-users at lists.fsck.com
> Message-ID: <20040121215332.GV18619 at fsck.com>
> Content-Type: text/plain; charset=us-ascii
> 
> 
> 
> 
> On Wed, Jan 21, 2004 at 03:27:51PM -0600, Kelly F. Hickel wrote:
> > Does anyone (Jesse?) have a feeling for either the "right way" or the
> > "RT way"?
> 
> AJ's got it right.
> 
> -- 
> http://www.bestpractical.com/rt  -- Trouble Ticketing. Free.
> 
> 
> ------------------------------
> 
> Message: 9
> Date: Wed, 21 Jan 2004 17:00:31 -0500
> From: Jesse Vincent <jesse at bestpractical.com>
> Subject: Re: [rt-users] RT3: Attachments Not Downloading
> To: neil quiogue <neil at quiogue.com>
> Cc: rt-users at lists.fsck.com
> Message-ID: <20040121220031.GW18619 at fsck.com>
> Content-Type: text/plain; charset=us-ascii
> 
> 
> 
> 
> On Thu, Jan 22, 2004 at 05:25:04AM +0800, neil quiogue wrote:
> > It's IE on Win2K but that may be true.  I'll check it out.  Thanks a lot.
> >
> Likely the same issue.
> 
> > Regards, Neil
> > 
> > --On mercredi 21 janvier 2004 16:12 -0500 Jesse Vincent 
> > <jesse at bestpractical.com> wrote:
> > 
> > >
> > >
> > >
> > >On Thu, Jan 22, 2004 at 04:29:56AM +0800, neil quiogue wrote:
> > >>No errors on the logs.  No errors on the page.  But an error on the
> > >>browser  (client).
> > >
> > >Are you using IE on WinXP? It's got a caching bug that I know triggers
> > >on SSL-secured RT sites with 3.0.8. It's fixed in the latest pre-release
> > >of 3.0.9
> > >
> > >
> > >
> > >--
> > >http://www.bestpractical.com/rt  -- Trouble Ticketing. Free.
> > >
> > 
> > 
> > 
> > 
-- 
Rick Ellis <Richard.Ellis at Sun.COM>




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