[rt-users] Where is my error?

Rezty Felty rfelty2 at hallmark.com
Thu Aug 25 11:35:47 EDT 2011


OK, I was able to get my new RT system to quit timing out on create ticket 
 by re-indexing the DB.  I still am struggling with the RTFM problem, i 
have checked and the Article Text custom field exists in FM_CustomField, 
in RT the right to view article text is enabled for everyone, yet when you 
click on an article, it still is not showing article text.  Any ideas, 
anyone?

Rezty Felty
Hallmark Digital - Infrastructure
816.559.1196


MSN rustyfelty at hotmail.com
YIM HiRez_L
AIM HiRezL
ICQ 1932818
Skype Rezty.Felty
Googletalk Rezty at KC-Felty.Net 



From:
Rezty Felty <rfelty2 at hallmark.com>
To:
rt-users at lists.bestpractical.com
Date:
08/17/2011 13:34
Subject:
[rt-users] Where is my error?
Sent by:
rt-users-bounces at lists.bestpractical.com



I have a production RT 3.8.0 instance running on a local Solaris server. I 
have been tasked with migrating it to a remote vmware RHEL Linux instance 
and upgrading to RT 3.8.8 at the same time.  So I installed RT3.8.8 on the 
new server, and then did a MySQL dump of the db from the existing server, 
and moved it over and imported it to the new server, for my test instance 
for the migration.  At first, RTFM did not work, (it would show RTFM, and 
article titles, but if you clicked on one, no article body), there were 
permission errors, I had a few problems.  I engaged RT support for 4 hours 
of paid support, and we worked through all of those issues, and i 
documented all the steps we took.  Then RT on the new server was working 
right and we scheduled a Saturday midnight cutover , the plan was to take 
another dump after shutting down the existing prod RT instance, copy it 
over, do the DB transforms for the upgrade, and all should be well.  I did 
that, and RTFM would not show article bodies again, screens timed out 
opening new tickets, the server could not find cgi-bin, even though it was 
exactly in the location the error logs said it was looking.  Here are the 
commands I ran, see if you can spot a step I missed, because I have to 
reschedule this and try again: 

  752  mv /data01/home/rfelty2/rt3_backup-20110813.sql.gz /data02/rt3/ 
  753  cd /data02/rt3/ 
  754  gunzip rt3_backup-20110813.sql.gz 
  755  mysql -h localhost -u root -p*PW-Redacted* rt3 < 
rt3_backup-20110813.sql 
  757  vi /etc/my.cnf 
  758  service mysqld restart 
  759  mysql -h localhost -u root -p*PW-Redacted* rt3 < 
rt3_backup-20110813.sql 
  760  cd /data02/rt3 
  761  mysql -h localhost -u root -p*PW-Redacted* rt3 < 
rt3_backup-20110813.sql 
  762  /data02/rt3/sbin/rt-setup-database --dba root 
--prompt-for-dba-password --action upgrade 
  763  /data02/rt3/sbin/rt-setup-database --dba root -p*PW-Redacted* 
--action upgrade 
  764  /data02/rt3/sbin/rt-setup-database --action schema --datadir etc 
--dba admin --prompt-for-dba-password 
  765  /data02/rt3/sbin/rt-setup-database --action schema --datadir etc 
--dba root --prompt-for-dba-password 
  766  /data02/rt3/sbin/rt-setup-database --action acl     --datadir 
etc/upgrade/2.1.0 --dba root --prompt-for-dba-password 
  767  /data02/rt3/sbin/rt-setup-database --action insert     --datadir 
etc/upgrade/2.1.0 --dba root --prompt-for-dba-password 
  768  /data02rt3/sbin/rt-setup-database --action schema     --datadir 
etc/upgrade/2.1.30 --dba root --prompt-for-dba-password 
  769  /data02/rt3/sbin/rt-setup-database --action schema     --datadir 
etc/upgrade/2.1.30 --dba root --prompt-for-dba-password 
  770  /data02/rt3/sbin/rt-setup-database --action acl     --datadir 
etc/upgrade/2.1.30 --dba root --prompt-for-dba-password 
  771  /data02/rt3/sbin/rt-setup-database --action insert     --datadir 
etc/upgrade/2.1.30 --dba root --prompt-for-dba-password 
  772  /data02/rt3/sbin/rt-setup-database --action schema     --datadir 
etc/upgrade/2.2.0RC2 --dba root --prompt-for-dba-password 
  773  perl etc/upgrade/upgrade-mysql-schema.pl rt3 root *PW-Redacted* 
sql.queries mysql -u root -p rt3 < sql.queries 
  774  perl etc/upgrade/upgrade-mysql-schema.pl 
  775  perl ./etc/upgrade/upgrade-mysql-schema.pl 
  777  cd /data02/rt3/local/plugins/RT-FM/etc/upgrade/ 
  778  perl ./upgrade-mysql-schema.pl 
  779  perl ./upgrade-mysql-schema.pl rt3 root *PW-Redacted* 
  780  perl ./upgrade-mysql-schema.pl rt3 root *PW-Redacted* > sql.queries 

  782  service httpd restart 
  783  vi /data02/rt3/etc/RT_SiteConfig.pm 
  784  service httpd restart 
  785  perl -c /data02/rt3/etc/RT_SiteConfig.pm 
  798  cd /data02/RTFM-2.4.3/ 
  799  perl Makefile.PL 
  800  make install 
  804  /data02/rt3/sbin/rt-setup-database --action schema --datadir 
etc/upgrade/2.1.0 
  806  /data02/rt3/sbin/rt-setup-database --action --dba root schema 
--datadir etc/upgrade/2.1.0 
  807  /data02/rt3/sbin/rt-setup-database --action schema --dba root 
--datadir etc/upgrade/2.1.0 
  808  /data02/rt3/sbin/rt-setup-database --action acl --dba root 
--datadir etc/upgrade/2.1.0 
  809  /data02/rt3/sbin/rt-setup-database --action insert --dba root 
--datadir etc/upgrade/2.1.0 
  812  /data02/rt3/sbin/rt-setup-database --action schema --dba root 
--dba-password *PW-Redacted* --datadir etc/upgrade/2.1.30 
  813  /data02/rt3/sbin/rt-setup-database --action acl --dba root 
--dba-password *PW-Redacted* --datadir etc/upgrade/2.1.30 
  814  /data02/rt3/sbin/rt-setup-database --action insert --dba root 
--dba-password *PW-Redacted* --datadir etc/upgrade/2.1.30 
  816  /data02/rt3/sbin/rt-setup-database --action schema --dba root 
--dba-password *PW-Redacted* --datadir etc/upgrade/2.2.0RC2 
  817  /data02/rt3/sbin/rt-setup-database --action acl --dba root 
--dba-password *PW-Redacted* --datadir etc/upgrade/2.2.0RC2 
  818  /data02/rt3/sbin/rt-setup-database --action insert --dba root 
--dba-password *PW-Redacted* --datadir etc/upgrade/2.2.0RC2 
  820  perl etc/upgrade/upgrade-mysql-schema.pl rt3 root *PW-Redacted* > 
sql.queries 
  822  mysql -u root -p*PW-Redacted* rt3 < sql.queries 
  825  rm -rf /opt/rt3/var/mason_data/* 
  826  service httpd restart 
  840  chmod 777 ticketlist 
  875  /data02/rt3/sbin/rt-setup-database --dba root --dba-password 
*PW-Redacted* --action upgrade 
  878  /data02/rt3/sbin/rt-setup-database --dba root --dba-password 
*PW-Redacted* --action upgrade 
  886  /data02/rt3/sbin/rt-setup-database --dba root --dba-password 
*PW-Redacted* --action upgrade 
  892  rm -fr /opt/rt3/var/mason_data/obj 
  893  service httpd restart 
  898  tar -cvf www.tar www 
  899  mv www.tar /data02/rt3/share/html/ 
  901  tar -xvf www.tar 
  911  vi RT_SiteConfig.pm 
  912  tail -500 /data02/rt3/var/log 
  915  tail -500 rt.log 
  919  mv /data02/rt3/share/html/www.tar . 
  920  tar -xvf www.tar 
  921  tail -500 ../logs/rt.log 
  922  tail -500 /data02/rt3/var/log/rt.log 


Cgi-bin errors from error log: 

[root at s601445dc4vl150:~] cat /usr/local/httpd/logs/error_log|grep -i 
cgi-bin 

[Sat Aug 13 10:17:49 2011] [warning]: [Mason] Cannot resolve file to 
component: /data02/var/www/cgi-bin/sla_report (is file outside component 
root?) at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm line 
852, <DATA> line 1662. 
(/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm:852) 
[root at s601445dc4vl150:~] ls /data02/var/www/cgi-bin/sl* 
-rwxr-xr-x 1 root root 3268 Oct 17  2008 
/data02/var/www/cgi-bin/sla_report.tmpl 
-rwxr-xr-x 1 root root 5461 Oct 21  2008 
/data02/var/www/cgi-bin/sla_report.new 
-rwxrwxrwx 1 root root 5460 Oct 21  2008 
/data02/var/www/cgi-bin/sla_report 

[root at s601445dc4vl150:~] vi 
/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm 
 852         warn "[Mason] Cannot resolve file to component: " . 



Help! 

Rezty Felty
Hallmark Digital - Infrastructure
816.559.1196


MSN rustyfelty at hotmail.com
YIM HiRez_L
AIM HiRezL
ICQ 1932818 
Skype Rezty.Felty
Googletalk Rezty at KC-Felty.Net --------
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