From yashi at redhat.com  Sun Nov  1 23:51:12 2015
From: yashi at redhat.com (Yaobin Shi)
Date: Sun, 1 Nov 2015 23:51:12 -0500 (EST)
Subject: [rt-users] fail to upgrade with sql syntax error 'ARRAY()'
In-Reply-To: <1080416628.227393.1446429354197.JavaMail.zimbra@redhat.com>
Message-ID: <291519000.335477.1446439872687.JavaMail.zimbra@redhat.com>

Hi guys,

We are using RT as one internal project, thanks for your good work.

when we are trying to upgrade 4.0.13 to 4.2.12 on rhel6, met one problem, did not find useful solution in doc/wiki/maliing list archive.

part of the error msg below when execute 'make upgrade-database'

Processing 4.2.11
Now inserting data.
[20433] [Fri Oct 23 09:58:16 2015] [warning]: DBD::mysql::st execute failed: You have an error in your SQL syntax; check the manual that corresponds to your MySQL server version for the right syntax to use near ''ARRAY(0xe1a3128)')' at line 1 at /usr/share/perl5/vendor_perl/DBIx/SearchBuilder/Handle.pm line 617, <$handle> line 1. (/usr/share/perl5/vendor_perl/DBIx/SearchBuilder/Handle.pm:617)
[20433] [Fri Oct 23 09:58:16 2015] [warning]: RT::Handle=HASH(0xd1466c0) couldn't execute the query, error: You have an error in your SQL syntax; check the manual that corresponds to your MySQL server version for the right syntax to use near ''ARRAY(0xe1a3128)')' at line 1, query: 'SELECT count(main.id) FROM ACL main  WHERE ( ( main.ObjectType = 'RT::System' AND main.ObjectId = 1 ) ) AND (main.PrincipalId = '9' OR main.PrincipalId = '8' OR main.PrincipalId = '6' OR main.PrincipalId = '7') AND (main.RightName IN 'ARRAY(0xe1a3128)') ' at /usr/share/perl5/vendor_perl/DBIx/SearchBuilder/Handle.pm line 641, <$handle> line 1.
    DBIx::SearchBuilder::Handle::SimpleQuery(RT::Handle=HASH(0xd1466c0), "SELECT count(main.id) FROM ACL main  WHERE ( ( main.ObjectTyp"...) called at /usr/share/perl5/vendor_perl/DBIx/SearchBuilder.pm line 291

seems that we are missing some dependencies, not sure, can not find the root cause.
thanks in advance.

Regards,
Yaobin Shi(????
Red Hat Asia Pacific, Beijing-Raycom
CN ENG Engineering Services
Ph: 8389367
IRC Account: yashi at #rpmdiff-dev #eng-china



From asanka_gunasekera at yahoo.co.uk  Mon Nov  2 05:18:24 2015
From: asanka_gunasekera at yahoo.co.uk (Asanka Gunasekera)
Date: Mon, 2 Nov 2015 10:18:24 +0000
Subject: [rt-users] RT creates CLOSE_WAITS
In-Reply-To: <1D07F341-8BD8-4DB7-A68E-4777F03D8F14@billmail.scconsult.com>
Message-ID: <1446459504.20726.YahooMailBasic@web171502.mail.ir2.yahoo.com>

Hi Bill, thank you for the reply and I was at a conner and was scratching my head about. Thanks to you I have something to work with

Thanks and Best Regards

Asanka

--------------------------------------------
On Sat, 31/10/15, Bill Cole <rtusers-20090205 at billmail.scconsult.com> wrote:

 Subject: Re: [rt-users] RT creates CLOSE_WAITS
 To: rt-users at lists.bestpractical.com
 Date: Saturday, 31 October, 2015, 3:34
 
 On 30 Oct 2015, at 3:48,
 Asanka Gunasekera wrote:
 
 > Hi
 thank you for the reply, I am using mod_perl
 > 2.0.9
 
 I suggest switching to mod_fastcgi or mod_fcgid
 as a first step. I use 
 mod_fastcgi because
 my RT instances all have long legacies, but on a 
 newly-built system mod_fcgid is probably a
 better choice because it is 
 still being
 maintained.
 
 I don't
 suggest that because I know of a specific problem in the
 current 
 RT & mod_perl, but because 3
 times over many years & RT versions I've 
 tried to stand up fresh RT instances using
 mod_perl (because it should 
 in principle be
 more efficient) and every time I've retreated to FastCGI
 
 ? after running into some problem I
 couldn't figure out and which simply 
 didn't happen with FastCGI. I know a lot of
 people run RT with mod_perl 
 so it CAN be
 done, but when it doesn't work the diagnostic process is
 
 daunting.
 
 If there's some reason you really want to
 stick with mod_perl, you 
 should investigate
 troubleshooting tactics for mod_perl, which include a 
 way to load it with a Perl debugger.
 


From primoz at softnet.si  Mon Nov  2 06:01:25 2015
From: primoz at softnet.si (Primoz Jeroncic)
Date: Mon, 2 Nov 2015 12:01:25 +0100
Subject: [rt-users] Automatically adding CC from mails to Watchers/CC in
	ticket
Message-ID: <56374285.7080606@softnet.si>

Hi guys

I went through the archives, but still somehow I can't manage to get
this to work, so I would appreciate some help and patience :)

We have clients, who open ticket via e-mail, and all works fine, except
that some clients open ticket from their personal e-mail (which becomes
"owner" of the ticket/requestor), and they put their group mail as cc.
Now if I want replies to go automatically to requestor (to his personal
mail, from which they opened ticket) and also to their group mail, I
need to add this group mail under each ticket (People->Add new watchers)
by hand.
As this is time consuming, and I'm not by machine checking this 24/7, to
be able to add them by hand, I was hoping there could be way for RT to
add these CC addresses from original mail which opened the new ticket,
as watchers (as CC:) in RT ticket automatically.

I saw few replies in archive, about creating script under particular
queue with following data:
Condition: On create
Action: Notify CCs
Template: Global template: Transaction
Stage: TransactionCreate

I tried this, but it doesn't really do what I would like to. Is there
any other (proper) way to achieve this and have RT adding CCs from mail
automatically also to Ticket's CC?


PS: We are running 4.0.6, but I hope that's not going to be issue.

Thanks for help!
-- 
br,
Primoz Jeroncic
Support - IP Connectivity & Routing
-----------------------------------------------------------
Softnet d.o.o.                       |
Borovec 2       tel: +386 1 8100100  | The longer I run,
SI-1236 Trzin   primoz(at)softnet.si | the smaller the
Slovenia        http://www.softnet.si| problems become.
-----------------------------------------------------------

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From kobus.bensch at trustpayglobal.com  Mon Nov  2 12:19:34 2015
From: kobus.bensch at trustpayglobal.com (Kobus Bensch)
Date: Mon, 2 Nov 2015 17:19:34 +0000
Subject: [rt-users] Help with some logic
Message-ID: <56379B26.5010805@trustpayglobal.com>

Hi

I hope someone can help.

I have RT 4.2.12 installed with Approvals. I have setup a queue with a 
few CF fields for our Change Request System. On some of the fields I 
have created custom scrips and templates to let that department know 
that they have a CR that they need top look at and possibly action.

I have setup the system as follows:

New CR get created.
During the Approval process, the departments get notified, but an 
Approval is also created that is sent to the Change Request team for 
Approval or rejection.
After the approval comes through, the CR can be commented and replied on.

As our CR's need 2 people to look at and authorise the CR's, I need to 
put some code somewhere that will check if the CR has been signed off by 
2 people. Can anybody suggest where in the process I can add this check. 
Ideally, I would like the people that can sign off CR's to be notified 
as soon as the CR has been approved via the Approvals process.

Thanks

Kobus

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From benjamin.klier at mpl.mpg.de  Tue Nov  3 07:26:43 2015
From: benjamin.klier at mpl.mpg.de (Benjamin Klier)
Date: Tue, 3 Nov 2015 13:26:43 +0100
Subject: [rt-users] RT::Extension::LDAPImport and nested groups in Active
	Directory
Message-ID: <5638A803.6040809@mpl.mpg.de>

I'm trying to import my users and groups from Active Directory. Getting 
in the users works just fine, but importing the groups (with a 
$LDAPGroupFilter like (|(CN=MY_RT_USERS_*)) ) is giving some errors.

searching with: base => 'OU=XXX,OU=XXX,DC=XXX,DC=XXX,DC=XXX' control => 
'Net::LDAP::Control::Paged=HASH(0x93cc210)' filter => 
'(|(CN=MY_RT_USERS_*))' scope => 'sub'
search found 2 objects
Processing group MY_RT_USERS_AGENTS
Found new group MY_RT_USERS_AGENTS to create in RT
         RT Field        RT Value -> LDAP Value
         Description     unset => Imported from LDAP
         Member_Attr     unset => ARRAY(0x9834d90)
         Name    unset => MY_RT_USERS_AGENTS
Processing group membership for MY_RT_USERS_AGENTS
No group in RT, would create with members:
searching with: base => 
'CN=ANOTHER_GROUP,OU=XXX,OU=XXX,OU=XXX,DC=XXX,DC=XXX,DC=XXX' control => 
'Net::LDAP::Control::Paged=HASH(0x983cfc0)' filter => 
'(&(objectClass=user)(!(cn=*Template*))(!(enabled=false))(!(objectClass=computer))(!(userAccountControl:1.2.840.113556.1.4.803:=2))(mail=*)(lastLogonTimestamp>=130251456000000000))' 
scope => 'base'
search found 0 objects
Imported 1/2 groups

The problem seems to be that in our AD the main groups norally just 
concatenate other subgroups so that they doesn't include users but just 
other groups, for example

MY_RT_USERS_AGENTS
   +
   +-----> SOME_SUBGROUP
   |       +
   |       +----> USER_1
   |       |
   |       +----> USER_2
   |       |
   |       +----> USER_3
   |
   +-----> ANOTHER_SUBGROUP
           +
           +----> USER_4
           |
           +----> USER_5
           |
           +----> ...

Unfortunately it's not an option to rework our AD group structure :-(

Crawling the rt-users archive didn't get me anywhat closer to find a 
solution to that problem.

I'm using RT::Extension::LDAPImport v0.36

Maybe anyone has some experience with a configuration like that and 
would be able to give me the missing hint :-)

-- 

Benjamin Klier
Systemadministration

Max-Planck-Institut f?r die Physik des Lichts
Guenther-Scharowsky-Str. 1/Bau 24
D-91058 Erlangen

Tel.: 09131-6877-511
Fax : 09131-6877-199

eMail : benjamin.klier at mpl.mpg.de
http://www.mpl.mpg.de


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From jeffrey.pilant at bayer.com  Tue Nov  3 13:04:40 2015
From: jeffrey.pilant at bayer.com (Jeffrey Pilant)
Date: Tue, 3 Nov 2015 18:04:40 +0000
Subject: [rt-users] RT::Extension::LDAPImport and nested groups in
	Active Directory
Message-ID: <3135BE7DD2D7484C840CDD011A999B7440E8E3A9@MOXCXR.na.bayer.cnb>

Benjamin Klier writes:
>I'm trying to import my users and groups from Active Directory. Getting 
>in the users works just fine, but importing the groups (with a 
>$LDAPGroupFilter like (|(CN=MY_RT_USERS_*)) ) is giving some errors.
>
<snip>
>
>The problem seems to be that in our AD the main groups norally just 
>concatenate other subgroups so that they doesn't include users but just 
>other groups, for example
>
>MY_RT_USERS_AGENTS
>   +
>   +-----> SOME_SUBGROUP
>   |       +
>   |       +----> USER_1
>   |       |
>   |       +----> USER_2
>   |       |
>   |       +----> USER_3
>   |
>   +-----> ANOTHER_SUBGROUP
>           +
>           +----> USER_4
>           |
>           +----> USER_5
>           |
>           +----> ...
>
>Unfortunately it's not an option to rework our AD group structure :-(
>
>Crawling the rt-users archive didn't get me anywhat closer to find a 
>solution to that problem.
>
>I'm using RT::Extension::LDAPImport v0.36
>
>Maybe anyone has some experience with a configuration like that and 
>would be able to give me the missing hint :-)

Why flatten the AD structure?  You should be able to recreate it entirely with RT groups.

Psuedocode:
  Sub AddAGroup(SomeGroup)
  Obj = LDAP(SomeGroup)
  RT->AddGroiupName(Obj->Name)
  For each member in Obj:
    If member is a group then AddAGroup(member)
    RT->AddUserToGroup(Obj->Name, member)
  next.

This recursive algorithm should duplicate the AD layout below a node if you give it an AD node.

/jeff
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From todd at bestpractical.com  Tue Nov  3 14:36:15 2015
From: todd at bestpractical.com (Todd Wade)
Date: Tue, 3 Nov 2015 14:36:15 -0500
Subject: [rt-users] Automatically adding CC from mails to Watchers/CC in
 ticket
In-Reply-To: <56374285.7080606@softnet.si>
References: <56374285.7080606@softnet.si>
Message-ID: <56390CAF.3090307@bestpractical.com>

On 11/2/15 6:01 AM, Primoz Jeroncic wrote:
> Now if I want replies to go automatically to requestor (to his personal
> mail, from which they opened ticket) and also to their group mail, I
> need to add this group mail under each ticket (People->Add new watchers)
> by hand.
> As this is time consuming, and I'm not by machine checking this 24/7, to
> be able to add them by hand, I was hoping there could be way for RT to
> add these CC addresses from original mail which opened the new ticket,
> as watchers (as CC:) in RT ticket automatically.

This sounds like you could use the $ParseNewMessageForTicketCcs 
configuration variable:

https://www.bestpractical.com/docs/rt/4.2/RT_Config.html#ParseNewMessageForTicketCcs

Please be sure to observe the note in there about setting 
RTAddressRegexp when using $ParseNewMessageForTicketCcs.



From todd at bestpractical.com  Tue Nov  3 15:10:50 2015
From: todd at bestpractical.com (Todd Wade)
Date: Tue, 3 Nov 2015 15:10:50 -0500
Subject: [rt-users] Group rights
In-Reply-To: <56261B62.2050605@trustpayglobal.com>
References: <56261B62.2050605@trustpayglobal.com>
Message-ID: <563914CA.1030202@bestpractical.com>

On 10/20/15 6:45 AM, Kobus Bensch wrote:
> I have now tried every setting possible. How do I give a group
> permissions to see all the tickets in a particular queue, even if the
> ticket owner has been changed to a person not in that group?

Theres no way to say "If a user is an owner of a ticket in the given 
queue, let them see all other tickets in the queue" if I'm reading your 
description correctly.

If you want all privileged users to be able to see tickets in the queue, 
grant the relevant rights to the SYSTEM group Privileged under the 
queue's group rights (Admin -> Queues -> Click Queue Name -> Group 
Rights) (/Admin/Queues/GroupRights.html?id=XXX).

If you want owners of tickets to see the tickets they own in the queue 
but not other tickets (which I think is a little different than what you 
describe above), then grant the relevant rights to the Owner role in the 
queue's group rights.




From todd at bestpractical.com  Tue Nov  3 15:28:45 2015
From: todd at bestpractical.com (Todd Wade)
Date: Tue, 3 Nov 2015 15:28:45 -0500
Subject: [rt-users] fail to upgrade with sql syntax error 'ARRAY()'
In-Reply-To: <291519000.335477.1446439872687.JavaMail.zimbra@redhat.com>
References: <291519000.335477.1446439872687.JavaMail.zimbra@redhat.com>
Message-ID: <563918FD.3040907@bestpractical.com>


Hello,

This looks like make upgrade-database is being ran with an old 
DBIx::SearchBuilder. Perhaps recheck the output of 'make testdeps' and 
if it reports issues run 'make fixdeps'?

Regards,

On 11/1/15 11:51 PM, Yaobin Shi wrote:
> We are using RT as one internal project, thanks for your good work.
>
> when we are trying to upgrade 4.0.13 to 4.2.12 on rhel6, met one problem, did not find useful solution in doc/wiki/maliing list archive.
>
> part of the error msg below when execute 'make upgrade-database'
>
> Processing 4.2.11
> Now inserting data.
> [20433] [Fri Oct 23 09:58:16 2015] [warning]: DBD::mysql::st execute failed: You have an error in your SQL syntax; check the manual that corresponds to your MySQL server version for the right syntax to use near ''ARRAY(0xe1a3128)')' at line 1 at /usr/share/perl5/vendor_perl/DBIx/SearchBuilder/Handle.pm line 617, <$handle> line 1. (/usr/share/perl5/vendor_perl/DBIx/SearchBuilder/Handle.pm:617)
> [20433] [Fri Oct 23 09:58:16 2015] [warning]: RT::Handle=HASH(0xd1466c0) couldn't execute the query, error: You have an error in your SQL syntax; check the manual that corresponds to your MySQL server version for the right syntax to use near ''ARRAY(0xe1a3128)')' at line 1, query: 'SELECT count(main.id) FROM ACL main  WHERE ( ( main.ObjectType = 'RT::System' AND main.ObjectId = 1 ) ) AND (main.PrincipalId = '9' OR main.PrincipalId = '8' OR main.PrincipalId = '6' OR main.PrincipalId = '7') AND (main.RightName IN 'ARRAY(0xe1a3128)') ' at /usr/share/perl5/vendor_perl/DBIx/SearchBuilder/Handle.pm line 641, <$handle> line 1.
>      DBIx::SearchBuilder::Handle::SimpleQuery(RT::Handle=HASH(0xd1466c0), "SELECT count(main.id) FROM ACL main  WHERE ( ( main.ObjectTyp"...) called at /usr/share/perl5/vendor_perl/DBIx/SearchBuilder.pm line 291
>
> seems that we are missing some dependencies, not sure, can not find the root cause.
> thanks in advance.



From duncan at ecs.vuw.ac.nz  Tue Nov  3 16:02:30 2015
From: duncan at ecs.vuw.ac.nz (Duncan McEwan)
Date: Wed, 4 Nov 2015 10:02:30 +1300
Subject: [rt-users] Group rights
In-Reply-To: <56261B62.2050605@trustpayglobal.com>
References: <56261B62.2050605@trustpayglobal.com>
Message-ID: <20151104100230.10fcedd6@shed11.ecs.vuw.ac.nz>

On Tue, 20 Oct 2015 11:45:54 +0100
Kobus Bensch <kobus.bensch at trustpayglobal.com> wrote:


> I have now tried every setting possible. How do I give a group 
> permissions to see all the tickets in a particular queue, even if the 
> ticket owner has been changed to a person not in that group?

I may be misinterpreting what you want here, but this sounds like you just need
to grant the appropriate rights for that queue to that group and then also to
the owner role for that queue (so that owners who aren't members of the group
have the same rights).

So select the queue, click on "group rights", enter the group name into the
"Add Group" box and then enable the rights you want under the "General rights",
"Rights for Staff" and "Rights for Administrators" categories.

This is the way all our queues are set up but I did it quite a while ago so
exactly which rights are strictly needed to allow the above and which we have
added for other purposes I can't now recall...!  But I'd think you'd need at
least "View Queue" and "View Ticket Summaries" under "General Rights", as well
as "Modify Tickets", "Own Tickets", "Take Tickets", "View exact outgoing email
messages and their recipients" and "View ticket private commentary" under
"Rights for Staff".

 It's been a while since



From rbrown at rhapsody.com  Tue Nov  3 20:13:35 2015
From: rbrown at rhapsody.com (rb1980)
Date: Tue, 3 Nov 2015 18:13:35 -0700 (MST)
Subject: [rt-users] search custom field with custom date format
Message-ID: <1446599615534-60850.post@n7.nabble.com>

I need to search a custom field with 'today' in a specific format.
The field is in the format: "yyyy-mm-dd"

I want do do something like this (which works):
Queue = 'test' AND Due = 'today'

This does not work:
Queue = 'test' AND 'CF.{My Date Field}' = 'today'

but this works:
Queue = 'test' AND 'CF.{My Date Field}' = '2015-11-03'

how can I (in a saved search) represent the date for 'today' in yyyy-mm-dd
format?

TIA



--
View this message in context: http://requesttracker.8502.n7.nabble.com/search-custom-field-with-custom-date-format-tp60850.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.


From rbrown at rhapsody.com  Tue Nov  3 20:15:30 2015
From: rbrown at rhapsody.com (rb1980)
Date: Tue, 3 Nov 2015 18:15:30 -0700 (MST)
Subject: [rt-users] search custom field with custom date format
In-Reply-To: <1446599615534-60850.post@n7.nabble.com>
References: <1446599615534-60850.post@n7.nabble.com>
Message-ID: <1446599730760-60851.post@n7.nabble.com>

PS: the custom field is of type: "Select Date"



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From yashi at redhat.com  Tue Nov  3 22:23:10 2015
From: yashi at redhat.com (Yaobin Shi)
Date: Tue, 3 Nov 2015 22:23:10 -0500 (EST)
Subject: [rt-users] fail to upgrade with sql syntax error 'ARRAY()'
In-Reply-To: <563918FD.3040907@bestpractical.com>
References: <291519000.335477.1446439872687.JavaMail.zimbra@redhat.com>
 <563918FD.3040907@bestpractical.com>
Message-ID: <1939469334.2361631.1446607390390.JavaMail.zimbra@redhat.com>

Hi Todd,

make testdeps return everything is ok
my DBIx::SearchBuilder is 1.61

then I went through ./sbin/rt-test-dependencies, found that the required version should be 1.65.
thanks very much.

-Larry
----- Original Message -----
> From: "Todd Wade" <todd at bestpractical.com>
> To: rt-users at lists.bestpractical.com
> Sent: Wednesday, November 4, 2015 4:28:45 AM
> Subject: Re: [rt-users] fail to upgrade with sql syntax error 'ARRAY()'
> 
> 
> Hello,
> 
> This looks like make upgrade-database is being ran with an old
> DBIx::SearchBuilder. Perhaps recheck the output of 'make testdeps' and
> if it reports issues run 'make fixdeps'?
> 
> Regards,
> 
> On 11/1/15 11:51 PM, Yaobin Shi wrote:
> > We are using RT as one internal project, thanks for your good work.
> >
> > when we are trying to upgrade 4.0.13 to 4.2.12 on rhel6, met one problem,
> > did not find useful solution in doc/wiki/maliing list archive.
> >
> > part of the error msg below when execute 'make upgrade-database'
> >
> > Processing 4.2.11
> > Now inserting data.
> > [20433] [Fri Oct 23 09:58:16 2015] [warning]: DBD::mysql::st execute
> > failed: You have an error in your SQL syntax; check the manual that
> > corresponds to your MySQL server version for the right syntax to use near
> > ''ARRAY(0xe1a3128)')' at line 1 at
> > /usr/share/perl5/vendor_perl/DBIx/SearchBuilder/Handle.pm line 617,
> > <$handle> line 1.
> > (/usr/share/perl5/vendor_perl/DBIx/SearchBuilder/Handle.pm:617)
> > [20433] [Fri Oct 23 09:58:16 2015] [warning]: RT::Handle=HASH(0xd1466c0)
> > couldn't execute the query, error: You have an error in your SQL syntax;
> > check the manual that corresponds to your MySQL server version for the
> > right syntax to use near ''ARRAY(0xe1a3128)')' at line 1, query: 'SELECT
> > count(main.id) FROM ACL main  WHERE ( ( main.ObjectType = 'RT::System' AND
> > main.ObjectId = 1 ) ) AND (main.PrincipalId = '9' OR main.PrincipalId =
> > '8' OR main.PrincipalId = '6' OR main.PrincipalId = '7') AND
> > (main.RightName IN 'ARRAY(0xe1a3128)') ' at
> > /usr/share/perl5/vendor_perl/DBIx/SearchBuilder/Handle.pm line 641,
> > <$handle> line 1.
> >      DBIx::SearchBuilder::Handle::SimpleQuery(RT::Handle=HASH(0xd1466c0),
> >      "SELECT count(main.id) FROM ACL main  WHERE ( ( main.ObjectTyp"...)
> >      called at /usr/share/perl5/vendor_perl/DBIx/SearchBuilder.pm line 291
> >
> > seems that we are missing some dependencies, not sure, can not find the
> > root cause.
> > thanks in advance.
> 
> 

-- 
Regards,
Yaobin Shi(????
Red Hat Asia Pacific, Beijing-Raycom
CN ENG Engineering Services
Ph: 8389367
IRC Account: yashi at #rpmdiff-dev #eng-china



From benjamin.klier at mpl.mpg.de  Wed Nov  4 04:18:24 2015
From: benjamin.klier at mpl.mpg.de (Benjamin Klier)
Date: Wed, 4 Nov 2015 10:18:24 +0100
Subject: [rt-users] RT::Extension::LDAPImport and nested groups in
 Active Directory
In-Reply-To: <3135BE7DD2D7484C840CDD011A999B7440E8E3A9@MOXCXR.na.bayer.cnb>
References: <3135BE7DD2D7484C840CDD011A999B7440E8E3A9@MOXCXR.na.bayer.cnb>
Message-ID: <5639CD60.4090803@mpl.mpg.de>

That looks promising, but unfortunately my perl isn't that good - maybe 
you could give me a small code example how to add my groups from AD and 
populate them with the AD users.

Re
Benjamin

Am 03.11.2015 um 19:04 schrieb Jeffrey Pilant:
> Benjamin Klier writes:
>> I'm trying to import my users and groups from Active Directory. Getting
>> in the users works just fine, but importing the groups (with a
>> $LDAPGroupFilter like (|(CN=MY_RT_USERS_*)) ) is giving some errors.
>>
> <snip>
>> The problem seems to be that in our AD the main groups norally just
>> concatenate other subgroups so that they doesn't include users but just
>> other groups, for example
>>
>> MY_RT_USERS_AGENTS
>>    +
>>    +-----> SOME_SUBGROUP
>>    |       +
>>    |       +----> USER_1
>>    |       |
>>    |       +----> USER_2
>>    |       |
>>    |       +----> USER_3
>>    |
>>    +-----> ANOTHER_SUBGROUP
>>            +
>>            +----> USER_4
>>            |
>>            +----> USER_5
>>            |
>>            +----> ...
>>
>> Unfortunately it's not an option to rework our AD group structure :-(
>>
>> Crawling the rt-users archive didn't get me anywhat closer to find a
>> solution to that problem.
>>
>> I'm using RT::Extension::LDAPImport v0.36
>>
>> Maybe anyone has some experience with a configuration like that and
>> would be able to give me the missing hint :-)
> Why flatten the AD structure?  You should be able to recreate it entirely with RT groups.
>
> Psuedocode:
>    Sub AddAGroup(SomeGroup)
>    Obj = LDAP(SomeGroup)
>    RT->AddGroiupName(Obj->Name)
>    For each member in Obj:
>      If member is a group then AddAGroup(member)
>      RT->AddUserToGroup(Obj->Name, member)
>    next.
>
> This recursive algorithm should duplicate the AD layout below a node if you give it an AD node.
>
> /jeff
> ________________________________________________________________________
> The information contained in this e-mail is for the exclusive use of the
> intended recipient(s) and may be confidential, proprietary, and/or
> legally privileged.  Inadvertent disclosure of this message does not
> constitute a waiver of any privilege.  If you receive this message in
> error, please do not directly or indirectly use, print, copy, forward,
> or disclose any part of this message.  Please also delete this e-mail
> and all copies and notify the sender.  Thank you.
>
> For alternate languages please go to http://bayerdisclaimer.bayerweb.com
> ________________________________________________________________________


-- 

Benjamin Klier
Systemadministration

Max-Planck-Institut f?r die Physik des Lichts
Guenther-Scharowsky-Str. 1/Bau 24
D-91058 Erlangen

Tel.: 09131-6877-511
Fax : 09131-6877-199

eMail : benjamin.klier at mpl.mpg.de
http://www.mpl.mpg.de


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From Daniel.Moore at osbornewood.com  Wed Nov  4 11:26:17 2015
From: Daniel.Moore at osbornewood.com (Daniel Moore)
Date: Wed, 4 Nov 2015 16:26:17 +0000
Subject: [rt-users] RT 4.2.6 Set Priority Via Mobile Interface
Message-ID: <54B02CD784365C4DAF3841D1FDC763286575E658@EXCHANGE.osborne.local>

Hello,

I am still new to RT and I know that we have the Mobile Interface now and I've seen in multiple places where you cannot set the Priority or change other "Basic" information using the Mobile version.

I just wandering if anyone had an extension or scrip that would us change that information via the mobile application.


V/R,

Daniel Moore
IT Systems Technician
Osborne Wood Products, Inc.
[http://hosting-source.bm23.com/9241/public/OsborneLogo111.jpg]
P: 706.282.5764
F: 888.777.4304
http://www.osbornewood.com

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From skupko.sk at gmail.com  Wed Nov  4 11:30:33 2015
From: skupko.sk at gmail.com (Peter Viskup)
Date: Wed, 4 Nov 2015 17:30:33 +0100
Subject: [rt-users] Ticket not created from external email using external
	auth
Message-ID: <CAPa6PsG9RBw_NymVAQ=s+79SYc0AFfDLiQqoBgqX4Jg4mDOkFw@mail.gmail.com>

Dear all,
would like to ask you for an expert view on our issue.

We have RT 4.2 with ExternalAuth to LDAP (Microsoft AD) installed. All
seems to work fine. Except the ticket is not created when sending emails
from external email address.
All permissions were setup correctly based on how-to
http://requesttracker.wikia.com/wiki/ItsFinallyInstalledNowWhat .
Thank you for all your help in advance.

These are relevant RT_SiteConfig.pm entries (LDAP auth is working and LDAP
users are created in RT):

Plugin('RT::Authen::ExternalAuth');
Set( $ExternalAuthPriority, ["My_LDAP"] );
Set( $ExternalInfoPriority, ["My_LDAP"] );
Set( $WebRemoteUserAutocreate, 1 );
Set( $UserAutocreateDefaultsOnLogin, { Privileged => 0 } );

We see these messages:

Nov  4 16:13:10 rt-server RT: [30252] Going to create user with address '
skupko.sk at gmail.com'
(/opt/rt4/sbin/../lib/RT/Interface/Email/Auth/MailFrom.pm:100)
Nov  4 16:13:10 rt-server RT: [30252]
RT::Authen::ExternalAuth::CanonicalizeUserInfo called by
RT::Authen::ExternalAuth
/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm
885 with: Comments: Autocreated on ticket submission, Disabled: ,
EmailAddress: skupko.sk at gmail.com, Name: skupko.sk at gmail.com, Password: ,
Privileged: , RealName: Peter Viskup
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:792)
Nov  4 16:13:10 rt-server RT: [30252] Attempting to get user info using
this external service: My_LDAP
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:800)
Nov  4 16:13:10 rt-server RT: [30252] Attempting to use this
canonicalization key: Name
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:809)
Nov  4 16:13:10 rt-server RT: [30252] LDAP Search ===  Base:
dc=company,dc=com == Filter: (&(ObjectClass=*)(sAMAccountName=
skupko.sk at gmail.com)) == Attrs:
cn,mail,sAMAccountName,displayName,sAMAccountName
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:357)
Nov  4 16:13:10 rt-server RT: [30252] Attempting to use this
canonicalization key: EmailAddress
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:809)
Nov  4 16:13:10 rt-server RT: [30252] LDAP Search ===  Base:
dc=company,dc=com == Filter: (&(ObjectClass=*)(mail=skupko.sk at gmail.com))
== Attrs: cn,mail,sAMAccountName,displayName,sAMAccountName
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:357)
Nov  4 16:13:10 rt-server RT: [30252]
RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Comments:
Autocreated on ticket submission, Disabled: , EmailAddress:
skupko.sk at gmail.com, Name: skupko.sk at gmail.com, Password: , Privileged: ,
RealName: Peter Viskup
Nov  4 16:13:10 rt-server RT: [30252] User could not be created: User
creation failed in mailgateway: Could not set user info
Nov  4 16:13:10 rt-server RT: [30252] Couldn't load user '
skupko.sk at gmail.com'.giving up
Nov  4 16:13:10 rt-server RT: [30252] User could not be loaded: User  '
skupko.sk at gmail.com' could not be loaded in the mail gateway
Nov  4 16:13:10 rt-server RT: [30252] Could not load a valid user: RT could
not load a valid user, and RT's configuration does not allow#012for the
creation of a new user for this email (skupko.sk at gmail.com).#012#012You
might need to grant 'Everyone' the right 'CreateTicket' for the#012queue
Whitehat.
Nov  4 16:13:10 rt-server RT: [30252] Could not load a valid user: RT could
not load a valid user, and RT's configuration does not allow#012for the
creation of a new user for your email.
Nov  4 16:13:10 rt-server RT: [30252] Could not record email: Could not
load a valid user

-- 
Peter Viskup
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From cloos at netcologne.de  Wed Nov  4 11:44:41 2015
From: cloos at netcologne.de (Christian Loos)
Date: Wed, 4 Nov 2015 17:44:41 +0100
Subject: [rt-users] Ticket not created from external email using
	external auth
In-Reply-To: <CAPa6PsG9RBw_NymVAQ=s+79SYc0AFfDLiQqoBgqX4Jg4mDOkFw@mail.gmail.com>
References: <CAPa6PsG9RBw_NymVAQ=s+79SYc0AFfDLiQqoBgqX4Jg4mDOkFw@mail.gmail.com>
Message-ID: <563A35F9.1080107@netcologne.de>

Hi,

I think you should add
Set( $AutoCreateNonExternalUsers, 1 );

See
https://github.com/bestpractical/rt-authen-externalauth/blob/master/lib/RT/Authen/ExternalAuth.pm#L118

Chris

Am 04.11.2015 um 17:30 schrieb Peter Viskup:
> Dear all,
> would like to ask you for an expert view on our issue.
> 
> We have RT 4.2 with ExternalAuth to LDAP (Microsoft AD) installed. All
> seems to work fine. Except the ticket is not created when sending emails
> from external email address.
> All permissions were setup correctly based on how-to
> http://requesttracker.wikia.com/wiki/ItsFinallyInstalledNowWhat .
> Thank you for all your help in advance.
> 
> These are relevant RT_SiteConfig.pm entries (LDAP auth is working and
> LDAP users are created in RT):
> 
> Plugin('RT::Authen::ExternalAuth');
> Set( $ExternalAuthPriority, ["My_LDAP"] );
> Set( $ExternalInfoPriority, ["My_LDAP"] );
> Set( $WebRemoteUserAutocreate, 1 );
> Set( $UserAutocreateDefaultsOnLogin, { Privileged => 0 } );



From Albert.Shih at obspm.fr  Wed Nov  4 16:23:03 2015
From: Albert.Shih at obspm.fr (Albert Shih)
Date: Wed, 4 Nov 2015 22:23:03 +0100
Subject: [rt-users] What's huge RT/Mysql
Message-ID: <20151104212303.GC64765@pcjas.obspm.fr>

Hi everyone,

I would like to know without any customisation how can a RT instance with
mysql backend can goes.

As I understand it's the number of tickets who can be a issue.

So....when it's can become a problem ? 50 000 ? 100 000 ? 500 000 ?

And same question with specific hardware (like mysql on SSD).

Regards.

JAS
--
Albert SHIH
DIO b?timent 15
Observatoire de Paris
5 Place Jules Janssen
92195 Meudon Cedex
France
T?l?phone : +33 1 45 07 76 26/+33 6 86 69 95 71
xmpp: jas at obspm.fr
Heure local/Local time:
mer 4 nov 2015 22:20:59 CET


From mzagrabe at d.umn.edu  Wed Nov  4 16:32:37 2015
From: mzagrabe at d.umn.edu (Matt Zagrabelny)
Date: Wed, 4 Nov 2015 15:32:37 -0600
Subject: [rt-users] What's huge RT/Mysql
In-Reply-To: <20151104212303.GC64765@pcjas.obspm.fr>
References: <20151104212303.GC64765@pcjas.obspm.fr>
Message-ID: <CAOLfK3WoeFT2ZJFyycKY616K+xC3ozhNXx09ymGVABZqFRtC7A@mail.gmail.com>

On Wed, Nov 4, 2015 at 3:23 PM, Albert Shih <Albert.Shih at obspm.fr> wrote:
> Hi everyone,
>
> I would like to know without any customisation how can a RT instance with
> mysql backend can goes.

We use Pg, but there are places using MySQL that have many tickets.

>
> As I understand it's the number of tickets who can be a issue.

Perhaps at some very large scale.

> So....when it's can become a problem ? 50 000 ? 100 000 ? 500 000 ?

We run a small instance: ~100,000 tickets in the last 6 or so years.

-m


From Albert.Shih at obspm.fr  Wed Nov  4 18:12:10 2015
From: Albert.Shih at obspm.fr (Albert Shih)
Date: Thu, 5 Nov 2015 00:12:10 +0100
Subject: [rt-users] What's huge RT/Mysql
In-Reply-To: <11252395-9137-493B-B5EF-F798D9FC6425@mac.com>
References: <20151104212303.GC64765@pcjas.obspm.fr>
 <11252395-9137-493B-B5EF-F798D9FC6425@mac.com>
Message-ID: <20151104231210.GD64765@pcjas.obspm.fr>

 Le 04/11/2015 ? 23:27:53+0100, Torsten Brumm a ?crit
> Ok, we do around 800.000-1.000.000 Tickets a day. The DB is running since 14 years now. Don't See Any Problems with such small amount of Tickets.

What ? 1 000 000 tickets per day ? How that's possible ? ....from 14 years ?

that's mean close to 5 billions tickets ? Hard to belive...

Or do you mean you have 1 000 000 tickets inside your system.

Thanks for your answer.

Regards.

JAS
--
Albert SHIH
DIO b?timent 15
Observatoire de Paris
5 Place Jules Janssen
92195 Meudon Cedex
France
T?l?phone : +33 1 45 07 76 26/+33 6 86 69 95 71
xmpp: jas at obspm.fr
Heure local/Local time:
jeu 5 nov 2015 00:09:59 CET


From tbrumm at mac.com  Wed Nov  4 17:27:53 2015
From: tbrumm at mac.com (Torsten Brumm)
Date: Wed, 04 Nov 2015 23:27:53 +0100
Subject: [rt-users] What's huge RT/Mysql
In-Reply-To: <20151104212303.GC64765@pcjas.obspm.fr>
References: <20151104212303.GC64765@pcjas.obspm.fr>
Message-ID: <11252395-9137-493B-B5EF-F798D9FC6425@mac.com>

Ok, we do around 800.000-1.000.000 Tickets a day. The DB is running since 14 years now. Don't See Any Problems with such small amount of Tickets.

Von meinem iPhone gesendet

> Am 04.11.2015 um 22:23 schrieb Albert Shih <Albert.Shih at obspm.fr>:
> 
> Hi everyone,
> 
> I would like to know without any customisation how can a RT instance with
> mysql backend can goes.
> 
> As I understand it's the number of tickets who can be a issue.
> 
> So....when it's can become a problem ? 50 000 ? 100 000 ? 500 000 ?
> 
> And same question with specific hardware (like mysql on SSD).
> 
> Regards.
> 
> JAS
> --
> Albert SHIH
> DIO b?timent 15
> Observatoire de Paris
> 5 Place Jules Janssen
> 92195 Meudon Cedex
> France
> T?l?phone : +33 1 45 07 76 26/+33 6 86 69 95 71
> xmpp: jas at obspm.fr
> Heure local/Local time:
> mer 4 nov 2015 22:20:59 CET


From mattias.eriksson+nabble at effektgruppen.se  Thu Nov  5 01:10:24 2015
From: mattias.eriksson+nabble at effektgruppen.se (Mattias Eriksson)
Date: Wed, 4 Nov 2015 23:10:24 -0700 (MST)
Subject: [rt-users] Populate Custom Field with autocomplete
Message-ID: <1446703824017-60871.post@n7.nabble.com>

I have set up small incident tracking system with RT 4.2.

Custom fields with autocomplete is used to document at what site the
incident occurred and when resolved what pice of hardware was the cause.

Setting up the fields only lets me add possible sites and units in a static
list, in my view this should be a dynamic list based on the values earlyer
used for this field.

Shouldn't this be a simple choise in the setup?
Do you have to write your own module just for this?

I have started the modules, but my perl skills and google fail to deliver a
concrete answer, so I turn to you :)

Based on the example with the Groups.pm file I get it to use the group list
as suggestions, but changing that code to get values from the fields beats
me...

Hacking away guided by google has brougth me to changing:

    my $groups = RT::Groups->new( $self->CurrentUser );
    $groups->LimitToUserDefinedGroups;

to:

    my $groups = RT::CustomFieldValues->new( $self->CurrentUser );
    $groups->LimitToCustomField;

But I get no elemets back from this.
So, how far off am I?

Regards



--
View this message in context: http://requesttracker.8502.n7.nabble.com/Populate-Custom-Field-with-autocomplete-tp60871.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.


From skupko.sk at gmail.com  Thu Nov  5 02:38:29 2015
From: skupko.sk at gmail.com (Peter Viskup)
Date: Thu, 5 Nov 2015 08:38:29 +0100
Subject: [rt-users] Ticket not created from external email using
	external auth
In-Reply-To: <563A35F9.1080107@netcologne.de>
References: <CAPa6PsG9RBw_NymVAQ=s+79SYc0AFfDLiQqoBgqX4Jg4mDOkFw@mail.gmail.com>
 <563A35F9.1080107@netcologne.de>
Message-ID: <CAPa6PsEe-s06XUeM8R4ckmxSJA4XffwEkfu8ZxCH-A1UT1KB_Q@mail.gmail.com>

Hello,
thank you, Christian, that solved our issue.
Not sure how I could overlooked that option.

-- 
Peter

On Wed, Nov 4, 2015 at 5:44 PM, Christian Loos <cloos at netcologne.de> wrote:

> Hi,
>
> I think you should add
> Set( $AutoCreateNonExternalUsers, 1 );
>
> See
>
> https://github.com/bestpractical/rt-authen-externalauth/blob/master/lib/RT/Authen/ExternalAuth.pm#L118
>
> Chris
>
> Am 04.11.2015 um 17:30 schrieb Peter Viskup:
> > Dear all,
> > would like to ask you for an expert view on our issue.
> >
> > We have RT 4.2 with ExternalAuth to LDAP (Microsoft AD) installed. All
> > seems to work fine. Except the ticket is not created when sending emails
> > from external email address.
> > All permissions were setup correctly based on how-to
> > http://requesttracker.wikia.com/wiki/ItsFinallyInstalledNowWhat .
> > Thank you for all your help in advance.
> >
> > These are relevant RT_SiteConfig.pm entries (LDAP auth is working and
> > LDAP users are created in RT):
> >
> > Plugin('RT::Authen::ExternalAuth');
> > Set( $ExternalAuthPriority, ["My_LDAP"] );
> > Set( $ExternalInfoPriority, ["My_LDAP"] );
> > Set( $WebRemoteUserAutocreate, 1 );
> > Set( $UserAutocreateDefaultsOnLogin, { Privileged => 0 } );
>
>
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From kobus.bensch at trustpayglobal.com  Fri Nov  6 06:40:46 2015
From: kobus.bensch at trustpayglobal.com (Kobus Bensch)
Date: Fri, 6 Nov 2015 11:40:46 +0000
Subject: [rt-users] Custom Html files in local html selfservice
Message-ID: <563C91BE.9010900@trustpayglobal.com>

Hi

I have created a customised CreateTicketInQueue.html in 
/opt/rt4/local/html/SelfService but it is not picked up. The default 
file in /opt/rt4/share/html/SelfService/ is still displayed. Am I 
missing something?

I restarted httpd after i made the changes.

I am on RT 4.2.12 on Centos 6

Thanks

Kobus



-- 


Trustpay Global Limited is an authorised Electronic Money Institution 
regulated by the Financial Conduct Authority registration number 900043. 
Company No 07427913 Registered in England and Wales with registered address 
130 Wood Street, London, EC2V 6DL, United Kingdom.

For further details please visit our website at www.trustpayglobal.com.

The information in this email and any attachments are confidential and 
remain the property of Trustpay Global Ltd unless agreed by contract. It is 
intended solely for the person to whom or the entity to which it is 
addressed. If you are not the intended recipient you may not use, disclose, 
copy, distribute, print or rely on the content of this email or its 
attachments. If this email has been received by you in error please advise 
the sender and delete the email from your system. Trustpay Global Ltd does 
not accept any liability for any personal view expressed in this message.


From tbrumm at mac.com  Fri Nov  6 06:54:31 2015
From: tbrumm at mac.com (Torsten Brumm)
Date: Fri, 06 Nov 2015 12:54:31 +0100
Subject: [rt-users] Custom Html files in local html selfservice
In-Reply-To: <563C91BE.9010900@trustpayglobal.com>
References: <563C91BE.9010900@trustpayglobal.com>
Message-ID: <7EC870DE-FB0F-4EB3-88C4-B42CF91F8517@mac.com>

Have you cleared the Mason Cache?

Von meinem iPhone gesendet

> Am 06.11.2015 um 12:40 schrieb Kobus Bensch <kobus.bensch at trustpayglobal.com>:
> 
> Hi
> 
> I have created a customised CreateTicketInQueue.html in /opt/rt4/local/html/SelfService but it is not picked up. The default file in /opt/rt4/share/html/SelfService/ is still displayed. Am I missing something?
> 
> I restarted httpd after i made the changes.
> 
> I am on RT 4.2.12 on Centos 6
> 
> Thanks
> 
> Kobus
> 
> 
> 
> -- 
> 
> 
> Trustpay Global Limited is an authorised Electronic Money Institution regulated by the Financial Conduct Authority registration number 900043. Company No 07427913 Registered in England and Wales with registered address 130 Wood Street, London, EC2V 6DL, United Kingdom.
> 
> For further details please visit our website at www.trustpayglobal.com.
> 
> The information in this email and any attachments are confidential and remain the property of Trustpay Global Ltd unless agreed by contract. It is intended solely for the person to whom or the entity to which it is addressed. If you are not the intended recipient you may not use, disclose, copy, distribute, print or rely on the content of this email or its attachments. If this email has been received by you in error please advise the sender and delete the email from your system. Trustpay Global Ltd does not accept any liability for any personal view expressed in this message.


From kobus.bensch at trustpayglobal.com  Fri Nov  6 06:57:11 2015
From: kobus.bensch at trustpayglobal.com (Kobus Bensch)
Date: Fri, 6 Nov 2015 11:57:11 +0000
Subject: [rt-users] Custom Html files in local html selfservice
In-Reply-To: <7EC870DE-FB0F-4EB3-88C4-B42CF91F8517@mac.com>
References: <563C91BE.9010900@trustpayglobal.com>
 <7EC870DE-FB0F-4EB3-88C4-B42CF91F8517@mac.com>
Message-ID: <563C9597.3030107@trustpayglobal.com>

Damn, sorry forgot about that. Thanks


On 06/11/2015 11:54, Torsten Brumm wrote:
> Have you cleared the Mason Cache?
>
> Von meinem iPhone gesendet
>
>> Am 06.11.2015 um 12:40 schrieb Kobus Bensch <kobus.bensch at trustpayglobal.com>:
>>
>> Hi
>>
>> I have created a customised CreateTicketInQueue.html in /opt/rt4/local/html/SelfService but it is not picked up. The default file in /opt/rt4/share/html/SelfService/ is still displayed. Am I missing something?
>>
>> I restarted httpd after i made the changes.
>>
>> I am on RT 4.2.12 on Centos 6
>>
>> Thanks
>>
>> Kobus
>>
>>
>>
>> -- 
>>
>>
>> Trustpay Global Limited is an authorised Electronic Money Institution regulated by the Financial Conduct Authority registration number 900043. Company No 07427913 Registered in England and Wales with registered address 130 Wood Street, London, EC2V 6DL, United Kingdom.
>>
>> For further details please visit our website at www.trustpayglobal.com.
>>
>> The information in this email and any attachments are confidential and remain the property of Trustpay Global Ltd unless agreed by contract. It is intended solely for the person to whom or the entity to which it is addressed. If you are not the intended recipient you may not use, disclose, copy, distribute, print or rely on the content of this email or its attachments. If this email has been received by you in error please advise the sender and delete the email from your system. Trustpay Global Ltd does not accept any liability for any personal view expressed in this message.

-- 
Kobus Bensch Trustpay Global LTD email signature Kobus Bensch
Senior Systems Administrator
Address:  22 & 24 | Frederick Sanger Road | Guildford | Surrey | GU2 7YD
DDI:  0207 871 3958
Tel:  0207 871 3890
Email: kobus.bensch at trustpayglobal.com 
<mailto:kobus.bensch at trustpayglobal.com>

-- 


Trustpay Global Limited is an authorised Electronic Money Institution 
regulated by the Financial Conduct Authority registration number 900043. 
Company No 07427913 Registered in England and Wales with registered address 
130 Wood Street, London, EC2V 6DL, United Kingdom.

For further details please visit our website at www.trustpayglobal.com.

The information in this email and any attachments are confidential and 
remain the property of Trustpay Global Ltd unless agreed by contract. It is 
intended solely for the person to whom or the entity to which it is 
addressed. If you are not the intended recipient you may not use, disclose, 
copy, distribute, print or rely on the content of this email or its 
attachments. If this email has been received by you in error please advise 
the sender and delete the email from your system. Trustpay Global Ltd does 
not accept any liability for any personal view expressed in this message.
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From kobus.bensch at trustpayglobal.com  Fri Nov  6 06:59:01 2015
From: kobus.bensch at trustpayglobal.com (Kobus Bensch)
Date: Fri, 6 Nov 2015 11:59:01 +0000
Subject: [rt-users] Custom Html files in local html selfservice
In-Reply-To: <7EC870DE-FB0F-4EB3-88C4-B42CF91F8517@mac.com>
References: <563C91BE.9010900@trustpayglobal.com>
 <7EC870DE-FB0F-4EB3-88C4-B42CF91F8517@mac.com>
Message-ID: <563C9605.8040109@trustpayglobal.com>

badaboom

On 06/11/2015 11:54, Torsten Brumm wrote:
> Have you cleared the Mason Cache?
>
> Von meinem iPhone gesendet
>
>> Am 06.11.2015 um 12:40 schrieb Kobus Bensch <kobus.bensch at trustpayglobal.com>:
>>
>> Hi
>>
>> I have created a customised CreateTicketInQueue.html in /opt/rt4/local/html/SelfService but it is not picked up. The default file in /opt/rt4/share/html/SelfService/ is still displayed. Am I missing something?
>>
>> I restarted httpd after i made the changes.
>>
>> I am on RT 4.2.12 on Centos 6
>>
>> Thanks
>>
>> Kobus
>>
>>
>>
>> -- 
>>
>>
>> Trustpay Global Limited is an authorised Electronic Money Institution regulated by the Financial Conduct Authority registration number 900043. Company No 07427913 Registered in England and Wales with registered address 130 Wood Street, London, EC2V 6DL, United Kingdom.
>>
>> For further details please visit our website at www.trustpayglobal.com.
>>
>> The information in this email and any attachments are confidential and remain the property of Trustpay Global Ltd unless agreed by contract. It is intended solely for the person to whom or the entity to which it is addressed. If you are not the intended recipient you may not use, disclose, copy, distribute, print or rely on the content of this email or its attachments. If this email has been received by you in error please advise the sender and delete the email from your system. Trustpay Global Ltd does not accept any liability for any personal view expressed in this message.

-- 
Kobus Bensch Trustpay Global LTD email signature Kobus Bensch
Senior Systems Administrator
Address:  22 & 24 | Frederick Sanger Road | Guildford | Surrey | GU2 7YD
DDI:  0207 871 3958
Tel:  0207 871 3890
Email: kobus.bensch at trustpayglobal.com 
<mailto:kobus.bensch at trustpayglobal.com>

-- 


Trustpay Global Limited is an authorised Electronic Money Institution 
regulated by the Financial Conduct Authority registration number 900043. 
Company No 07427913 Registered in England and Wales with registered address 
130 Wood Street, London, EC2V 6DL, United Kingdom.

For further details please visit our website at www.trustpayglobal.com.

The information in this email and any attachments are confidential and 
remain the property of Trustpay Global Ltd unless agreed by contract. It is 
intended solely for the person to whom or the entity to which it is 
addressed. If you are not the intended recipient you may not use, disclose, 
copy, distribute, print or rely on the content of this email or its 
attachments. If this email has been received by you in error please advise 
the sender and delete the email from your system. Trustpay Global Ltd does 
not accept any liability for any personal view expressed in this message.
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From Greg_Hummer at sra.com  Mon Nov  9 11:21:29 2015
From: Greg_Hummer at sra.com (Hummer, Greg)
Date: Mon, 9 Nov 2015 16:21:29 +0000
Subject: [rt-users] Dashboard Chart Descriptions
Message-ID: <CB66DFBFF9CAE1488E6F41C5592EDA5B25522F2D@SRAexMBX03.sra.com>

Good morning,

I need to add chart descipritons into a dashboard I created. Does anyone know of a way to insert a chart description into dashboards, insert a content type into a dashboard below a chart for the purpose of a chart description, or insert code into the charts SQL Query so that the ?Query? displaying under the chart will also show the text desired (a chart description)?

I tried entering in /* Text /* into the advanced query, but RT gave me " Wrong query, expecting a AGGREGATOR ".

Thank you for your help.

Greg


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From dramage at lsnetworks.net  Mon Nov  9 18:53:58 2015
From: dramage at lsnetworks.net (David Ramage)
Date: Mon, 9 Nov 2015 23:53:58 +0000
Subject: [rt-users] Unable to create scrips in RT 4.2.12
Message-ID: <6b9fd869b6e64953871e31402df62317@LSN-VM-EX1.LSNetworks.local>

Good afternoon,
I recently inherited a RT installation.  After upgrading our test system to 4.2.12 I am unable to create scrips, either locally or for a specific queue.  I get a standard "An internal error has occurred" message from the web UI, and the following in syslog:

[17510] Can't call method "Queue" on an undefined value at /opt/rt4/sbin/../lib/RT/Scrip.pm line 450.#012#012Stack:#012  [/opt/rt4/sbin/../lib/RT/Scrip.pm:450]#012
[/opt/rt4/share/html/Admin/Elements/EditScrip:83]#012
[/opt/rt4/share/html/Widgets/TitleBox:56]#012
[/opt/rt4/share/html/Admin/Elements/EditScrip:89]#012
[/opt/rt4/share/html/Admin/Queues/Scrip.html:52]#012
[/opt/rt4/share/html/Admin/autohandler:49]#012
[/opt/rt4/sbin/../lib/RT/Interface/Web.pm:681]#012
[/opt/rt4/sbin/../lib/RT/Interface/Web.pm:369]#012
[/opt/rt4/share/html/autohandler:53]#012

I have verified that the undefined value is $args{'TicketObj'} in the Stage function in Scrip.pm, but haven't gotten any further.  I'll be greatful for any suggestions.
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From mcalado at tbstaxservices.com  Tue Nov 10 09:42:37 2015
From: mcalado at tbstaxservices.com (Marcelo Calado | TBS TAX Services)
Date: Tue, 10 Nov 2015 09:42:37 -0500
Subject: [rt-users] Owner Query - Custom
Message-ID: <010a01d11bc6$0b6ccf90$22466eb0$@tbstaxservices.com>

Hello!

 

When I trying to create a ticket on RT 4.09, I'd like to select just the RT
User's of Owner field on the basics table in the right side.

 

I'd like to select only the RT User's on my Owner Query! Is it Possible? How
Can I do this? I can't see the Watcher's!

 

<tr class="owner">

<td class="label">Owner:</td>

<td class="value">

<select name="Owner" id="Owner">

<option selected="selected" value="6"> Nobody in particular</option>

<option selected="selected" value="6"> RT User 1</option>

<option selected="selected" value="6"> Watcher 1</option>

"

"

 

 

Thanks,

 

Marcelo Calado.

 

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From mzagrabe at d.umn.edu  Tue Nov 10 16:37:32 2015
From: mzagrabe at d.umn.edu (Matt Zagrabelny)
Date: Tue, 10 Nov 2015 15:37:32 -0600
Subject: [rt-users] Owner Query - Custom
In-Reply-To: <010a01d11bc6$0b6ccf90$22466eb0$@tbstaxservices.com>
References: <010a01d11bc6$0b6ccf90$22466eb0$@tbstaxservices.com>
Message-ID: <CAOLfK3UrUkC_DCnUSfxA7QyR7uc56EV_a+XtvgNDGtRiHfxr0Q@mail.gmail.com>

Hi Marcelo,

On Tue, Nov 10, 2015 at 8:42 AM, Marcelo Calado | TBS TAX Services
<mcalado at tbstaxservices.com> wrote:
> Hello!
>
>
>
> When I trying to create a ticket on RT 4.09, I?d like to select just the RT
> User?s of Owner field on the basics table in the right side.
>
>
>
> I?d like to select only the RT User?s on my Owner Query! Is it Possible? How
> Can I do this? I can?t see the Watcher?s!

I don't quite understand your question. Do you think you could
rephrase it or write it out differently?

Cheers,

-m


From vangoor.bharath at gmail.com  Tue Nov 10 17:07:49 2015
From: vangoor.bharath at gmail.com (bharath reddy)
Date: Tue, 10 Nov 2015 17:07:49 -0500
Subject: [rt-users] Regarding RT External Authentication.
Message-ID: <CAMe2YjG=5-5CekvfLZA1OUmNSh8DDNohhYURsx_1J0-QO0ndmQ@mail.gmail.com>

Dear All,

I'm facing issue while RT External AUthentication with LDAP, following is
the error from log files :

[7338] [Tue Nov 10 21:57:41 2015] [debug]: Attempting to use external auth
service: My_LDAP
(/rt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:424)
[7338] [Tue Nov 10 21:57:41 2015] [debug]: Calling UserExists with
$username (myuser) and $service (My_LDAP)
(/rt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:465)
[7338] [Tue Nov 10 21:57:41 2015] [debug]: UserExists params:
username: bvangoor , service: My_LDAP
(/rt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:439)
[7338] [Tue Nov 10 21:57:41 2015] [debug]: LDAP Search ===  Base:
OU=SBCS,DC=cs,DC=stonybrook,DC=edu == Filter:
(&(&(objectClass=user)(|(memberOf=CN=System Staff Users,OU=Security
Groups,OU=SBCS,DC=cs,DC=stonybrook,DC=edu)(memberOf=CN=Student Assistant
Users,OU=Security
Groups,OU=SBCS,DC=cs,DC=stonybrook,DC=edu)(memberOf=CN=Assistant
Professors,OU=Security
Groups,OU=SBCS,DC=cs,DC=stonybrook,DC=edu)(memberOf=CN=Full
Professors,OU=Security
Groups,OU=SBCS,DC=cs,DC=stonybrook,DC=edu)(memberOf=CN=Associate
Professors,OU=Security
Groups,OU=SBCS,DC=cs,DC=stonybrook,DC=edu)(memberOf=CN=Instructors,OU=Security
Groups,OU=SBCS,DC=cs,DC=stonybrook,DC=edu)))(sAMAccountName=bvangoor)) ==
Attrs: cn,mail,sAMAccountName
(/rt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:469)
[7338] [Tue Nov 10 21:57:41 2015] [debug]:
RT::Authen::ExternalAuth::CanonicalizeUserInfo called by
RT::Authen::ExternalAuth
/rt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm 885
with: Disabled: , EmailAddress: , Gecos: myuser, Name: myuser, Privileged:
1
(/rt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:792)
[7338] [Tue Nov 10 21:57:41 2015] [debug]: Attempting to get user info
using this external service: My_LDAP
(/rt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:800)
[7338] [Tue Nov 10 21:57:41 2015] [debug]: Attempting to use this
canonicalization key: Name
(/rt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:809)
[7338] [Tue Nov 10 21:57:42 2015] [debug]: LDAP Search ===  Base:
OU=SBCS,DC=cs,DC=stonybrook,DC=edu == Filter:
(&(&(objectClass=user)(|(memberOf=CN=System Staff Users,OU=Security
Groups,OU=SBCS,DC=cs,DC=stonybrook,DC=edu)(memberOf=CN=Student Assistant
Users,OU=Security
Groups,OU=SBCS,DC=cs,DC=stonybrook,DC=edu)(memberOf=CN=Assistant
Professors,OU=Security
Groups,OU=SBCS,DC=cs,DC=stonybrook,DC=edu)(memberOf=CN=Full
Professors,OU=Security
Groups,OU=SBCS,DC=cs,DC=stonybrook,DC=edu)(memberOf=CN=Associate
Professors,OU=Security
Groups,OU=SBCS,DC=cs,DC=stonybrook,DC=edu)(memberOf=CN=Instructors,OU=Security
Groups,OU=SBCS,DC=cs,DC=stonybrook,DC=edu)))(sAMAccountName=bvangoor)) ==
Attrs: cn,mail,sAMAccountName
(/rt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:357)
[7338] [Tue Nov 10 21:57:42 2015] [info]:
RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Disabled: ,
EmailAddress: myuser at cs.stonybrook.edu <bvangoor at cs.stonybrook.edu>,
Gecos: myuser, Name: myuser, Privileged: 1,
RealName: myuser
(/rt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:868)
*[7338] [Tue Nov 10 21:57:42 2015] [error]: Couldn't create user myuser:
Email address in use
(/rt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:491)*
[7338] [Tue Nov 10 21:57:42 2015] [debug]: Autohandler called ExternalAuth.
Response: (0, No User)
(/rt/local/plugins/RT-Authen-ExternalAuth/html/Elements/DoAuth:11)

When I check my Database (mysql) I find the following details :

mysql> select * from Users where EmailAddress like "%bvangoor%"\G
*************************** 1. row ***************************
                   id: 46061
                * Name: myuser at cs.stonybrook.edu
<bvangoor at cs.stonybrook.edu>*
             Password: *NO-PASSWORD*
             Comments: NULL
            Signature: NULL
         EmailAddress: myuser at cs.stonybrook.edu <bvangoor at cs.stonybrook.edu>

Can anyone help me what the issue is.

RT Authentication works fine If I delete the user entry from
Database(mysql).


Thanks,
Bharath.
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From dramage at lsnetworks.net  Tue Nov 10 18:41:47 2015
From: dramage at lsnetworks.net (David Ramage)
Date: Tue, 10 Nov 2015 23:41:47 +0000
Subject: [rt-users] Unable to create scrips in RT 4.2.12
In-Reply-To: <6b9fd869b6e64953871e31402df62317@LSN-VM-EX1.LSNetworks.local>
References: <6b9fd869b6e64953871e31402df62317@LSN-VM-EX1.LSNetworks.local>
Message-ID: <4129ee39dec3463a88edf28aca9b7c45@LSN-VM-EX1.LSNetworks.local>

The previous admin had made some customizations to the Tabs file.  It looks like some internal URL plumbing changed between 4.0.9 and 4.2.12, and the URLs specified in the menu pointed to bad locations.

From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of David Ramage
Sent: Monday, November 09, 2015 3:54 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Unable to create scrips in RT 4.2.12

Good afternoon,
I recently inherited a RT installation.  After upgrading our test system to 4.2.12 I am unable to create scrips, either locally or for a specific queue.  I get a standard "An internal error has occurred" message from the web UI, and the following in syslog:

[17510] Can't call method "Queue" on an undefined value at /opt/rt4/sbin/../lib/RT/Scrip.pm line 450.#012#012Stack:#012  [/opt/rt4/sbin/../lib/RT/Scrip.pm:450]#012
[/opt/rt4/share/html/Admin/Elements/EditScrip:83]#012
[/opt/rt4/share/html/Widgets/TitleBox:56]#012
[/opt/rt4/share/html/Admin/Elements/EditScrip:89]#012
[/opt/rt4/share/html/Admin/Queues/Scrip.html:52]#012
[/opt/rt4/share/html/Admin/autohandler:49]#012
[/opt/rt4/sbin/../lib/RT/Interface/Web.pm:681]#012
[/opt/rt4/sbin/../lib/RT/Interface/Web.pm:369]#012
[/opt/rt4/share/html/autohandler:53]#012

I have verified that the undefined value is $args{'TicketObj'} in the Stage function in Scrip.pm, but haven't gotten any further.  I'll be greatful for any suggestions.
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From bparish at cognex.com  Tue Nov 10 21:53:45 2015
From: bparish at cognex.com (Parish, Brent)
Date: Wed, 11 Nov 2015 02:53:45 +0000
Subject: [rt-users] Unable to create scrips in RT 4.2.12
In-Reply-To: <4129ee39dec3463a88edf28aca9b7c45@LSN-VM-EX1.LSNetworks.local>
References: <6b9fd869b6e64953871e31402df62317@LSN-VM-EX1.LSNetworks.local>
 <4129ee39dec3463a88edf28aca9b7c45@LSN-VM-EX1.LSNetworks.local>
Message-ID: <a4e80d52ceb7490c86bd0cccc4867bf7@USNAEXCP1.pc.cognex.com>

Good catch!

I'm sure other people have better ways to do this, but this is what works for me in our environment:

First I copy the original RT file into the local/  directory tree (per standard RT modification practices).
But I make two copies there - one is named with a ".orig" file extension.
  e.g.
    Tabs
     Tabs.orig

The .orig file is a copy of the original Tabs file (at the time I modified it, lets say version 4.0.9.
After I run an upgrade (e,g, to 4.2.12), I first do a 'diff' on the Tabs.orig (remember, that is 4.0.9) against the new Tabs (4.2.12).
If the files are the same (no changes in the new version of RT), I keep my changed Tabs file as-is.
If there are changes in the new rev, I must manually merge my changes into it.
(and then copy the new version (original) as the new Tabs.orig, ready for the next upgrade).

A nice side effect of this is that I can run a 'find' command after each upgrade for *.orig, to ensure I am merging all code changes.

Just my 2 cents.

-          Brent



From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of David Ramage
Sent: Tuesday, November 10, 2015 6:42 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Unable to create scrips in RT 4.2.12

The previous admin had made some customizations to the Tabs file.  It looks like some internal URL plumbing changed between 4.0.9 and 4.2.12, and the URLs specified in the menu pointed to bad locations.

From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of David Ramage
Sent: Monday, November 09, 2015 3:54 PM
To: rt-users at lists.bestpractical.com<mailto:rt-users at lists.bestpractical.com>
Subject: [rt-users] Unable to create scrips in RT 4.2.12

Good afternoon,
I recently inherited a RT installation.  After upgrading our test system to 4.2.12 I am unable to create scrips, either locally or for a specific queue.  I get a standard "An internal error has occurred" message from the web UI, and the following in syslog:

[17510] Can't call method "Queue" on an undefined value at /opt/rt4/sbin/../lib/RT/Scrip.pm line 450.#012#012Stack:#012  [/opt/rt4/sbin/../lib/RT/Scrip.pm:450]#012
[/opt/rt4/share/html/Admin/Elements/EditScrip:83]#012
[/opt/rt4/share/html/Widgets/TitleBox:56]#012
[/opt/rt4/share/html/Admin/Elements/EditScrip:89]#012
[/opt/rt4/share/html/Admin/Queues/Scrip.html:52]#012
[/opt/rt4/share/html/Admin/autohandler:49]#012
[/opt/rt4/sbin/../lib/RT/Interface/Web.pm:681]#012
[/opt/rt4/sbin/../lib/RT/Interface/Web.pm:369]#012
[/opt/rt4/share/html/autohandler:53]#012

I have verified that the undefined value is $args{'TicketObj'} in the Stage function in Scrip.pm, but haven't gotten any further.  I'll be greatful for any suggestions.
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From cloos at netcologne.de  Wed Nov 11 01:33:16 2015
From: cloos at netcologne.de (Christian Loos)
Date: Wed, 11 Nov 2015 07:33:16 +0100
Subject: [rt-users] Unable to create scrips in RT 4.2.12
In-Reply-To: <a4e80d52ceb7490c86bd0cccc4867bf7@USNAEXCP1.pc.cognex.com>
References: <6b9fd869b6e64953871e31402df62317@LSN-VM-EX1.LSNetworks.local>
 <4129ee39dec3463a88edf28aca9b7c45@LSN-VM-EX1.LSNetworks.local>
 <a4e80d52ceb7490c86bd0cccc4867bf7@USNAEXCP1.pc.cognex.com>
Message-ID: <5642E12C.9050801@netcologne.de>

Hi Brent,

you should give Callbacks [1] a chance.
We use this for years. Minor (4.2.11 > 4.2.12) version updates are done
without any modification. Sometimes even major (4.2.12 > 4.4.0) updates
can be make without changing a callback file.

Chris

[1]
https://www.bestpractical.com/docs/rt/4.2/writing_extensions.html#Callbacks

Am 11.11.2015 um 03:53 schrieb Parish, Brent:
> Good catch!
> 
>  
> 
> I?m sure other people have better ways to do this, but this is what
> works for me in our environment:
> 
>  
> 
> First I copy the original RT file into the local/  directory tree (per
> standard RT modification practices).
> 
> But I make two copies there ? one is named with a ?.orig? file extension.
> 
>   e.g.
> 
>     Tabs
> 
>      Tabs.orig
> 
>  
> 
> The .orig file is a copy of the original Tabs file (at the time I
> modified it, lets say version 4.0.9.
> 
> After I run an upgrade (e,g, to 4.2.12), I first do a ?diff? on the
> Tabs.orig (remember, that is 4.0.9) against the new Tabs (4.2.12).
> 
> If the files are the same (no changes in the new version of RT), I keep
> my changed Tabs file as-is.
> 
> If there are changes in the new rev, I must manually merge my changes
> into it.
> 
> (and then copy the new version (original) as the new Tabs.orig, ready
> for the next upgrade).
> 
>  
> 
> A nice side effect of this is that I can run a ?find? command after each
> upgrade for *.orig, to ensure I am merging all code changes.
> 
>  
> 
> Just my 2 cents.
> 
> -          Brent
> 



From cloos at netcologne.de  Wed Nov 11 01:44:03 2015
From: cloos at netcologne.de (Christian Loos)
Date: Wed, 11 Nov 2015 07:44:03 +0100
Subject: [rt-users] What's huge RT/Mysql
In-Reply-To: <20151104212303.GC64765@pcjas.obspm.fr>
References: <20151104212303.GC64765@pcjas.obspm.fr>
Message-ID: <5642E3B3.7080909@netcologne.de>

Hi,

we have over 300000 tickets and process 80000 tickets a year.
We currently use a single VM for our RT (Webserver and Database on the
same Machine).
And our RT is still really fast.
Thanks to the BPS developers.

Chris

Am 04.11.2015 um 22:23 schrieb Albert Shih:
> Hi everyone,
> 
> I would like to know without any customisation how can a RT instance with
> mysql backend can goes.
> 
> As I understand it's the number of tickets who can be a issue.
> 
> So....when it's can become a problem ? 50 000 ? 100 000 ? 500 000 ?
> 
> And same question with specific hardware (like mysql on SSD).
> 
> Regards.
> 
> JAS



From arekm at maven.pl  Wed Nov 11 04:53:54 2015
From: arekm at maven.pl (Arkadiusz =?utf-8?q?Mi=C5=9Bkiewicz?=)
Date: Wed, 11 Nov 2015 10:53:54 +0100
Subject: [rt-users] What's huge RT/Mysql
In-Reply-To: <20151104212303.GC64765@pcjas.obspm.fr>
References: <20151104212303.GC64765@pcjas.obspm.fr>
Message-ID: <201511111053.54086.arekm@maven.pl>

On Wednesday 04 of November 2015, Albert Shih wrote:
> Hi everyone,
> 
> I would like to know without any customisation how can a RT instance with
> mysql backend can goes.

Almost 2 000 000 tickets here (total), mysql DB is about 120GB, two rotational 
SATA disks in raid1 array.

> As I understand it's the number of tickets who can be a issue.

For normal usage it works fast. The number of tickets is only a problem for 
searching. Here we still use sphinx and searching is quite slow.

The other problem is that any action like searching blocks rt user session 
totally. So single user can't, for example, view other tickets in second 
browser tab while his search is in progress. That's major pain if you do a lot 
of searching.

Going to try mysql builtin fulltext next (that won't fix session problem but 
has potential to be faster).

Also for big mysql DB you need to plan backup well.

> And same question with specific hardware (like mysql on SSD).

IMO SSD is not required. Obviously will be much faster than rotational disks 
but our instance works well without ssd disks.

> 
> Regards.
> 
> JAS
> --
> Albert SHIH

-- 
Arkadiusz Mi?kiewicz, arekm / ( maven.pl | pld-linux.org )


From Daniel.Schwager at dtnet.de  Wed Nov 11 05:41:31 2015
From: Daniel.Schwager at dtnet.de (Daniel Schwager)
Date: Wed, 11 Nov 2015 10:41:31 +0000
Subject: [rt-users] What's huge RT/Mysql
In-Reply-To: <201511111053.54086.arekm@maven.pl>
References: <20151104212303.GC64765@pcjas.obspm.fr>
 <201511111053.54086.arekm@maven.pl>
Message-ID: <5C4B841CCF894A4CBD8B13E25E2A575F235FF49F@exchange2.dtnet.de>

Hi JAS,

> For normal usage it works fast. The number of tickets is only a problem for
> searching. Here we still use sphinx and searching is quite slow.
..
> Going to try mysql builtin fulltext next (that won't fix session problem but
> has potential to be faster).

Currently, we are going to setup a system with sphinx & mysql 5.6 because of
the sphinx-fulltext search feature.

So, do you think mysql-5.7 with enabled mysql-fulltext feature is faster? 
Can RT use the builtin mysql fulltext search by default without any changes?

Best regards
Danny
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From arekm at maven.pl  Wed Nov 11 06:17:31 2015
From: arekm at maven.pl (Arkadiusz =?utf-8?q?Mi=C5=9Bkiewicz?=)
Date: Wed, 11 Nov 2015 12:17:31 +0100
Subject: [rt-users] What's huge RT/Mysql
In-Reply-To: <5C4B841CCF894A4CBD8B13E25E2A575F235FF49F@exchange2.dtnet.de>
References: <20151104212303.GC64765@pcjas.obspm.fr>
 <201511111053.54086.arekm@maven.pl>
 <5C4B841CCF894A4CBD8B13E25E2A575F235FF49F@exchange2.dtnet.de>
Message-ID: <201511111217.31856.arekm@maven.pl>

On Wednesday 11 of November 2015, Daniel Schwager wrote:
> Hi JAS,
> 
> > For normal usage it works fast. The number of tickets is only a problem
> > for searching. Here we still use sphinx and searching is quite slow.
> 
> ..
> 
> > Going to try mysql builtin fulltext next (that won't fix session problem
> > but has potential to be faster).
> 
> Currently, we are going to setup a system with sphinx & mysql 5.6 because
> of the sphinx-fulltext search feature.
> 
> So, do you think mysql-5.7 with enabled mysql-fulltext feature is faster?

Why 5.7? For 5.7 is to early to use in production IMO.

I plan to go with 5.6 + fulltext. I didn't do any measures yet but it should 
be on par with sphinx I think. The main advantage of mysql fulltext is that 
there is no gap between ticket coming into system and sphinx indexer being 
run. 

> Can RT use the builtin mysql fulltext search by default without any
> changes?

It can in recent versions.

sphinx is considered deprecated I think (and buggy; doesn't make proper sql 
queries because mysql optimization engine is allowed to optimize these in such 
way that breaks sphinx way of working).

> Best regards
> Danny


-- 
Arkadiusz Mi?kiewicz, arekm / ( maven.pl | pld-linux.org )


From bparish at cognex.com  Wed Nov 11 06:51:39 2015
From: bparish at cognex.com (Parish, Brent)
Date: Wed, 11 Nov 2015 11:51:39 +0000
Subject: [rt-users] Unable to create scrips in RT 4.2.12
In-Reply-To: <5642E12C.9050801@netcologne.de>
References: <6b9fd869b6e64953871e31402df62317@LSN-VM-EX1.LSNetworks.local>
 <4129ee39dec3463a88edf28aca9b7c45@LSN-VM-EX1.LSNetworks.local>
 <a4e80d52ceb7490c86bd0cccc4867bf7@USNAEXCP1.pc.cognex.com>
 <5642E12C.9050801@netcologne.de>
Message-ID: <fdd6b5b6b31f480692abc6f58dbc8a8e@USNAEXCP1.pc.cognex.com>

Awesome idea -- thanks, Chris!  



-----Original Message-----
From: Christian Loos [mailto:cloos at netcologne.de] 
Sent: Wednesday, November 11, 2015 1:33 AM
To: Parish, Brent; David Ramage; rt-users at lists.bestpractical.com
Subject: Re: Unable to create scrips in RT 4.2.12

Hi Brent,

you should give Callbacks [1] a chance.
We use this for years. Minor (4.2.11 > 4.2.12) version updates are done without any modification. Sometimes even major (4.2.12 > 4.4.0) updates can be make without changing a callback file.

Chris

[1]
https://urldefense.proofpoint.com/v2/url?u=https-3A__www.bestpractical.com_docs_rt_4.2_writing-5Fextensions.html-23Callbacks&d=CwID-g&c=VCWpAYkS3z1bOCIxc-BPGZarCq9MRCAVxZJE051VqH8&r=luSRdPePk6fhFa3rH2PFBzWEtgcJguY0a__6vpfaX-I&m=McuUaLqBVdmZULlQOCtTdy-4eKG1SF68GCtyYZn8kEU&s=_59KjpgZJcA4mJMDI7cIiDyOEDdhVc2aaiW-8M8CwmA&e= 

Am 11.11.2015 um 03:53 schrieb Parish, Brent:
> Good catch!
> 
>  
> 
> I'm sure other people have better ways to do this, but this is what 
> works for me in our environment:
> 
>  
> 
> First I copy the original RT file into the local/  directory tree (per 
> standard RT modification practices).
> 
> But I make two copies there - one is named with a ".orig" file extension.
> 
>   e.g.
> 
>     Tabs
> 
>      Tabs.orig
> 
>  
> 
> The .orig file is a copy of the original Tabs file (at the time I 
> modified it, lets say version 4.0.9.
> 
> After I run an upgrade (e,g, to 4.2.12), I first do a 'diff' on the 
> Tabs.orig (remember, that is 4.0.9) against the new Tabs (4.2.12).
> 
> If the files are the same (no changes in the new version of RT), I 
> keep my changed Tabs file as-is.
> 
> If there are changes in the new rev, I must manually merge my changes 
> into it.
> 
> (and then copy the new version (original) as the new Tabs.orig, ready 
> for the next upgrade).
> 
>  
> 
> A nice side effect of this is that I can run a 'find' command after 
> each upgrade for *.orig, to ensure I am merging all code changes.
> 
>  
> 
> Just my 2 cents.
> 
> -          Brent
> 



From sven.sternberger at desy.de  Wed Nov 11 08:21:57 2015
From: sven.sternberger at desy.de (Sternberger, Sven)
Date: Wed, 11 Nov 2015 14:21:57 +0100 (CET)
Subject: [rt-users] Mails not sended
Message-ID: <945256143.15815717.1447248117615.JavaMail.zimbra@desy.de>

Hello!

I have again the problem that RT from time to time has problems to send mails.
But in the logs I have a new error message 

Scrip Prepare 158 died. - panic: attempt to copy freed scalar 7f89fe68dc08 to 7f8a641ca550 at /usr/local/share/perl/5.18.2/Devel/StackTrace.pm line 59

any ideas?

METADATA:
rt 4.2.11
Ubuntu 14.04
apache/mod_perl2

Sven Sternberger
System Engineer
Tel.: 040/8998-4397
DESY IT


From mcalado at tbstaxservices.com  Wed Nov 11 11:21:39 2015
From: mcalado at tbstaxservices.com (Marcelo Calado | TBS TAX Services)
Date: Wed, 11 Nov 2015 11:21:39 -0500
Subject: [rt-users]  Owner Query - Custom
In-Reply-To: <CAOLfK3UrUkC_DCnUSfxA7QyR7uc56EV_a+XtvgNDGtRiHfxr0Q@mail.gmail.com>
References: <010a01d11bc6$0b6ccf90$22466eb0$@tbstaxservices.com>
 <CAOLfK3UrUkC_DCnUSfxA7QyR7uc56EV_a+XtvgNDGtRiHfxr0Q@mail.gmail.com>
Message-ID: <001c01d11c9d$0b940bf0$22bc23d0$@tbstaxservices.com>

Hi,

I want to change (if possible) settings, under Permissions , modify the permissions that are allowed or denied for only the RT User's   to be Owner's when I create a new ticket or modify?

The Watcher's can't be Owner!

Is it possible?

Thank you!

Marcelo Calado.



-----Original Message-----
From: Matt Zagrabelny [mailto:mzagrabe at d.umn.edu] 
Sent: Tuesday, November 10, 2015 4:38 PM
To: Marcelo Calado | TBS TAX Services <mcalado at tbstaxservices.com>
Cc: rt-users <rt-users at lists.bestpractical.com>
Subject: Re: [rt-users] Owner Query - Custom

Hi Marcelo,

On Tue, Nov 10, 2015 at 8:42 AM, Marcelo Calado | TBS TAX Services <mcalado at tbstaxservices.com> wrote:
> Hello!
>
>
>
> When I trying to create a ticket on RT 4.09, I?d like to select just 
> the RT User?s of Owner field on the basics table in the right side.
>
>
>
> I?d like to select only the RT User?s on my Owner Query! Is it 
> Possible? How Can I do this? I can?t see the Watcher?s!

I don't quite understand your question. Do you think you could rephrase it or write it out differently?

Cheers,

-m



From joao-p-seara at telecom.pt  Wed Nov 11 13:14:56 2015
From: joao-p-seara at telecom.pt (jotenko)
Date: Wed, 11 Nov 2015 11:14:56 -0700 (MST)
Subject: [rt-users] RT 4.2 + RTIR 3.2 - Incident - Resolve entry comments
 disappear after submitting
Message-ID: <1447265696840-60911.post@n7.nabble.com>

Good evening.

I have a weird problem when resolving an Incident.

I go to Actions > Resolve.

Then, under the message body, I write whatever I want, like "Closing this
case". Then I click on Update Incident, and it is in fact closed.

However, the text I wrote in the case closure action ("Closing this case")
won't appear in the History of the incident. The only thing appearing is
"Status changed from 'open' to 'resolved'". I have to add a comment later,
to workaround this.

No errors in logs.

Thanks.
Joao



--
View this message in context: http://requesttracker.8502.n7.nabble.com/RT-4-2-RTIR-3-2-Incident-Resolve-entry-comments-disappear-after-submitting-tp60911.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.


From mzagrabe at d.umn.edu  Thu Nov 12 10:09:18 2015
From: mzagrabe at d.umn.edu (Matt Zagrabelny)
Date: Thu, 12 Nov 2015 09:09:18 -0600
Subject: [rt-users] Owner Query - Custom
In-Reply-To: <001c01d11c9d$0b940bf0$22bc23d0$@tbstaxservices.com>
References: <010a01d11bc6$0b6ccf90$22466eb0$@tbstaxservices.com>
 <CAOLfK3UrUkC_DCnUSfxA7QyR7uc56EV_a+XtvgNDGtRiHfxr0Q@mail.gmail.com>
 <001c01d11c9d$0b940bf0$22bc23d0$@tbstaxservices.com>
Message-ID: <CAOLfK3W+c6eTrKW4WaYFHLTuucdaf8MHXgxoAQ=6t11XuO1Qog@mail.gmail.com>

On Wed, Nov 11, 2015 at 10:21 AM, Marcelo Calado | TBS TAX Services
<mcalado at tbstaxservices.com> wrote:
> Hi,
>
> I want to change (if possible) settings, under Permissions , modify the permissions that are allowed or denied for only the RT User's   to be Owner's when I create a new ticket or modify?
>
> The Watcher's can't be Owner!
>
> Is it possible?

You can hack on:

share/html/Helpers/Autocomplete/Owners

I see there is only one callback in there. You could add another
callback to the mason component and then have your code utilize that
callback. BPS is usually pretty accepting to new callbacks - send a
patch their way to (hopefully) get it included in upstream.

-m


From kirby at umbc.edu  Thu Nov 12 13:23:53 2015
From: kirby at umbc.edu (Joe Kirby)
Date: Thu, 12 Nov 2015 13:23:53 -0500
Subject: [rt-users] Option to Emulate another RT user from SuperUser
Message-ID: <CFF1E97F-90AE-4DFE-BA82-7A59427D86D9@umbc.edu>

At time some folks on campus report that RT is slow for them. 

I try to create a test user with the same access but this does not always help me because they may have a lot of tickets or a dashboard item/report that I cannot emulate.

Does RT have any built-in mechanism for SuperUser to do such a thing.

We use single sign on and thus I am unable to override that.

Thanks

Joe

Joe Kirby ,  Assistant Vice President, Business Systems
Division of Information Technology (DoIT) 
Support Response -   http://www.umbc.edu/doit 
Administration 627
Office - 410-455-3020 
Email - kirby at umbc.edu

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From mzagrabe at d.umn.edu  Thu Nov 12 13:33:04 2015
From: mzagrabe at d.umn.edu (Matt Zagrabelny)
Date: Thu, 12 Nov 2015 12:33:04 -0600
Subject: [rt-users] Option to Emulate another RT user from SuperUser
In-Reply-To: <CFF1E97F-90AE-4DFE-BA82-7A59427D86D9@umbc.edu>
References: <CFF1E97F-90AE-4DFE-BA82-7A59427D86D9@umbc.edu>
Message-ID: <CAOLfK3VACpusSrv_snr0teEUMXteUDkzK=SgwF96et_j01jCMA@mail.gmail.com>

On Thu, Nov 12, 2015 at 12:23 PM, Joe Kirby <kirby at umbc.edu> wrote:
> At time some folks on campus report that RT is slow for them.
>
> I try to create a test user with the same access but this does not always
> help me because they may have a lot of tickets or a dashboard item/report
> that I cannot emulate.

I wouldn't try to recreate the user that is experiencing slowness. I
would try to work with that person.

> Does RT have any built-in mechanism for SuperUser to do such a thing.

I would start off by enabling query execute time logging. Search the
internet for "slow query logging" and your database and you'll get the
instructions for enabling the logging.

> We use single sign on and thus I am unable to override that.

We use SSO and if you wanted to side step that, there are mechanisms.

-m


From kirby at umbc.edu  Thu Nov 12 13:40:38 2015
From: kirby at umbc.edu (Joe Kirby)
Date: Thu, 12 Nov 2015 13:40:38 -0500
Subject: [rt-users] Option to Emulate another RT user from SuperUser
In-Reply-To: <20151112183727.GT10234@aart.rice.edu>
References: <CFF1E97F-90AE-4DFE-BA82-7A59427D86D9@umbc.edu>
 <20151112183727.GT10234@aart.rice.edu>
Message-ID: <2031F22C-15F4-4BA3-B809-A94BFC0997E8@umbc.edu>

We recently turned of Set($UseSQLForACLChecks, 1) for performance reasons.

Are you saying we could have a special config in place that would allow me to access our system in non-SSO mode or would I have to cloned the db to such an area?

Thanks for getting back so quickly

Joe

Joe Kirby ,  Assistant Vice President, Business Systems
Division of Information Technology (DoIT) 
Support Response -   http://www.umbc.edu/doit 
Administration 627
Office - 410-455-3020 
Email - kirby at umbc.edu

> On Nov 12, 2015, at 1:37 PM, ktm at rice.edu wrote:
> 
> On Thu, Nov 12, 2015 at 01:23:53PM -0500, Joe Kirby wrote:
>> At time some folks on campus report that RT is slow for them. 
>> 
>> I try to create a test user with the same access but this does not always help me because they may have a lot of tickets or a dashboard item/report that I cannot emulate.
>> 
>> Does RT have any built-in mechanism for SuperUser to do such a thing.
>> 
>> We use single sign on and thus I am unable to override that.
>> 
>> Thanks
>> 
>> Joe
>> 
>> Joe Kirby ,  Assistant Vice President, Business Systems
>> Division of Information Technology (DoIT) 
>> Support Response -   http://www.umbc.edu/doit 
>> Administration 627
>> Office - 410-455-3020 
>> Email - kirby at umbc.edu
>> 
> 
> Hi Joe,
> 
> You might be able to set up an alternate frontend configured to use
> local authentication. Then you could test with that by setting a local
> password for the account. What version are you running and are you do
> you have Set($UseSQLForACLChecks, 1) in your RT_SiteConfig.pm? Superuser
> skips all of the access checks that regular accounts pass through.
> 
> Regards,
> Ken

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From mzagrabe at d.umn.edu  Thu Nov 12 13:50:02 2015
From: mzagrabe at d.umn.edu (Matt Zagrabelny)
Date: Thu, 12 Nov 2015 12:50:02 -0600
Subject: [rt-users] Option to Emulate another RT user from SuperUser
In-Reply-To: <2031F22C-15F4-4BA3-B809-A94BFC0997E8@umbc.edu>
References: <CFF1E97F-90AE-4DFE-BA82-7A59427D86D9@umbc.edu>
 <20151112183727.GT10234@aart.rice.edu>
 <2031F22C-15F4-4BA3-B809-A94BFC0997E8@umbc.edu>
Message-ID: <CAOLfK3VhEk9kcLZ-TMSvhKoNSh7mQnZUStMwgAKKEa-yXSwh4g@mail.gmail.com>

On Thu, Nov 12, 2015 at 12:40 PM, Joe Kirby <kirby at umbc.edu> wrote:
> We recently turned of Set($UseSQLForACLChecks, 1) for performance reasons.

Sorry. Haven't used that setting yet.

> Are you saying we could have a special config in place that would allow me
> to access our system in non-SSO mode or would I have to cloned the db to
> such an area?

We bypass it via the browser user agent. Here is a snippet from our
apache configs:

    SetEnvIf User-Agent ^KnockKnock let_me_in

    # Allow either Shib-ed users or KnockKnock agents to be able to access the
    # system. KnockKnock agents will still have to authenticate to the local
    # RT login page.
    <Location />
        <RequireAny>
            AuthType shibboleth
            ShibRequireSession on
            Require valid-user

            Require env let_me_in
        </RequireAny>

        Options +ExecCGI
        AddHandler fastcgi-script fcgi
    </Location>

Then to access RT's login page, change your browser's user agent to
"KnockKnock" or whatever string you choose.

-m


From ktm at rice.edu  Thu Nov 12 13:37:27 2015
From: ktm at rice.edu (ktm at rice.edu)
Date: Thu, 12 Nov 2015 12:37:27 -0600
Subject: [rt-users] Option to Emulate another RT user from SuperUser
In-Reply-To: <CFF1E97F-90AE-4DFE-BA82-7A59427D86D9@umbc.edu>
References: <CFF1E97F-90AE-4DFE-BA82-7A59427D86D9@umbc.edu>
Message-ID: <20151112183727.GT10234@aart.rice.edu>

On Thu, Nov 12, 2015 at 01:23:53PM -0500, Joe Kirby wrote:
> At time some folks on campus report that RT is slow for them. 
> 
> I try to create a test user with the same access but this does not always help me because they may have a lot of tickets or a dashboard item/report that I cannot emulate.
> 
> Does RT have any built-in mechanism for SuperUser to do such a thing.
> 
> We use single sign on and thus I am unable to override that.
> 
> Thanks
> 
> Joe
> 
> Joe Kirby ,  Assistant Vice President, Business Systems
> Division of Information Technology (DoIT) 
> Support Response -   http://www.umbc.edu/doit 
> Administration 627
> Office - 410-455-3020 
> Email - kirby at umbc.edu
> 

Hi Joe,

You might be able to set up an alternate frontend configured to use
local authentication. Then you could test with that by setting a local
password for the account. What version are you running and are you do
you have Set($UseSQLForACLChecks, 1) in your RT_SiteConfig.pm? Superuser
skips all of the access checks that regular accounts pass through.

Regards,
Ken


From mcalado at tbstaxservices.com  Fri Nov 13 11:17:57 2015
From: mcalado at tbstaxservices.com (Marcelo Calado | TBS TAX Services)
Date: Fri, 13 Nov 2015 11:17:57 -0500
Subject: [rt-users] Owner Query - Custom
In-Reply-To: <CAOLfK3W+c6eTrKW4WaYFHLTuucdaf8MHXgxoAQ=6t11XuO1Qog@mail.gmail.com>
References: <010a01d11bc6$0b6ccf90$22466eb0$@tbstaxservices.com>	<CAOLfK3UrUkC_DCnUSfxA7QyR7uc56EV_a+XtvgNDGtRiHfxr0Q@mail.gmail.com>	<001c01d11c9d$0b940bf0$22bc23d0$@tbstaxservices.com>
 <CAOLfK3W+c6eTrKW4WaYFHLTuucdaf8MHXgxoAQ=6t11XuO1Qog@mail.gmail.com>
Message-ID: <001c01d11e2e$dc1e7ed0$945b7c70$@tbstaxservices.com>


Thanks Matt!

I've been working on it, But I have no idea how to set up this!

I would like to use  the something like "WHERE" clause to filter my results from Users (/html/helpers/Autocomplete/Owner) to show me only the Users who can be Owner.  

I'd like to return only Users checked   "Let this user access RT" and  "Let this user be granted rights (Privileged)" on Create/Modify User page. 

I've tried changing /share/html/Ticket/Create.html   - http://www.gossamer-threads.com/lists/rt/devel/44771?search_string=Owner;#44771 , but no lock!

I also tried changing line 72 in share/html/Ticket/Create.html from: 
"..., Default => $ARGS{Owner}||$RT::Nobody->Id, ..." 
to each of these: 
"..., Default => $ARGS{Owner}||12, 13,14 ..."  by Id.....did not function as expected.......:(

How to add a new arguments when the function was called? 

At this point I can add my condition? 

(/html/helpers/Autocomplete/Owner)

<%ARGS>
$return => 'Name'
$limit => undef
$term => undef
$max => 10
</%ARGS>


Thanks,

Marcelo Calado.

-----Original Message-----
From: Matt Zagrabelny [mailto:mzagrabe at d.umn.edu] 
Sent: Thursday, November 12, 2015 10:09 AM
To: Marcelo Calado | TBS TAX Services <mcalado at tbstaxservices.com>
Cc: rt-users <rt-users at lists.bestpractical.com>
Subject: Re: [rt-users] Owner Query - Custom

On Wed, Nov 11, 2015 at 10:21 AM, Marcelo Calado | TBS TAX Services <mcalado at tbstaxservices.com> wrote:
> Hi,
>
> I want to change (if possible) settings, under Permissions , modify the permissions that are allowed or denied for only the RT User's   to be Owner's when I create a new ticket or modify?
>
> The Watcher's can't be Owner!
>
> Is it possible?

You can hack on:

share/html/Helpers/Autocomplete/Owners

I see there is only one callback in there. You could add another callback to the mason component and then have your code utilize that callback. BPS is usually pretty accepting to new callbacks - send a patch their way to (hopefully) get it included in upstream.

-m



From mzagrabe at d.umn.edu  Fri Nov 13 11:50:46 2015
From: mzagrabe at d.umn.edu (Matt Zagrabelny)
Date: Fri, 13 Nov 2015 10:50:46 -0600
Subject: [rt-users] Owner Query - Custom
In-Reply-To: <001c01d11e2e$dc1e7ed0$945b7c70$@tbstaxservices.com>
References: <010a01d11bc6$0b6ccf90$22466eb0$@tbstaxservices.com>
 <CAOLfK3UrUkC_DCnUSfxA7QyR7uc56EV_a+XtvgNDGtRiHfxr0Q@mail.gmail.com>
 <001c01d11c9d$0b940bf0$22bc23d0$@tbstaxservices.com>
 <CAOLfK3W+c6eTrKW4WaYFHLTuucdaf8MHXgxoAQ=6t11XuO1Qog@mail.gmail.com>
 <001c01d11e2e$dc1e7ed0$945b7c70$@tbstaxservices.com>
Message-ID: <CAOLfK3UQQAQ5Ous-m=3KfKere=QdBpDzapEZ=mO=Os6LVpwz_g@mail.gmail.com>

Hi Marcelo,

On Fri, Nov 13, 2015 at 10:17 AM, Marcelo Calado | TBS TAX Services
<mcalado at tbstaxservices.com> wrote:
>
> Thanks Matt!
>
> I've been working on it, But I have no idea how to set up this!
>
> I would like to use  the something like "WHERE" clause to filter my results from Users (/html/helpers/Autocomplete/Owner) to show me only the Users who can be Owner.

I haven't looked into that Mason component, so I don't have a good
answer for you. Sorry.

RT uses an ORM called SearchBuilder (SB) - BPS wrote it. Using SB is
how you will filter your query results down - like using a where
clause. SB calls it Limit.

However, Limit may or may not be what you want. It is tough to say
without looking at the code more closely, which I don't have time for
right now. :(

Best of luck!

-m


From brennanma at gmail.com  Fri Nov 13 15:38:45 2015
From: brennanma at gmail.com (Matt Brennan)
Date: Fri, 13 Nov 2015 15:38:45 -0500
Subject: [rt-users] Regarding Apache server failure
In-Reply-To: <CAMe2YjGLYA8bp6mZTF0R1QogGUf3csOje0HemVojEu2eQY5Qvg@mail.gmail.com>
References: <CAMe2YjEPK=mo+Sitwk_TWK_f04GkDJ55t2uASfW7NxervZjyKA@mail.gmail.com>
 <CAOLfK3UXTdqqg1=mpVP0vEFR-2Tvm-1kZt-2sZpyiXDZSE+dag@mail.gmail.com>
 <CAMe2YjHnQ8QOD_=38rkaM9nZ+gMkzr5wmLs0tBJJXO+Cc4SLog@mail.gmail.com>
 <CAOLfK3WEkErpkYJezBoUExx_SWZxfUFK1LFgLZhkfSqzM1kj_g@mail.gmail.com>
 <CAMe2YjGLYA8bp6mZTF0R1QogGUf3csOje0HemVojEu2eQY5Qvg@mail.gmail.com>
Message-ID: <CACLBzurkRwo5G-TG0W=Z6O4bxs-hiX6=PVLrqnjjiohxz+Pd1w@mail.gmail.com>

Hi Bharath,

  Were you able to get a solution to this? I just upgraded to Ubuntu 14.04
(from 11.04) and am experienced this same issue. Your post actually helped
me localize it to the external auth plugin.

  I found that I was running and older version (0.20) of the plugin. When I
upgraded to version 0.25, the issue went away.

Thanks, and hope that helps you.

-Matt

On Thu, Oct 8, 2015 at 11:48 AM, bharath reddy <vangoor.bharath at gmail.com>
wrote:

> Matt,
>
> I don't think it is a problem with RAM or any hardware, because when I
> revert my changes in RT_SiteConfig.pm (with out LDAPAuthentication) apache
> starts with out any error.
>
> Thanks,
> Bharath.
>
> On Thu, Oct 8, 2015 at 10:54 AM, Matt Zagrabelny <mzagrabe at d.umn.edu>
> wrote:
>
>> On Thu, Oct 8, 2015 at 9:21 AM, bharath reddy <vangoor.bharath at gmail.com>
>> wrote:
>> > Hi Matt,
>> >
>> > Thanks for replying back, here are the details :
>> >
>> > Distro :
>> > root at devrt:~# cat /etc/os-release
>> > NAME="Ubuntu"
>> > VERSION="12.04.3 LTS, Precise Pangolin"
>> > ID=ubuntu
>> > ID_LIKE=debian
>> > PRETTY_NAME="Ubuntu precise (12.04.3 LTS)"
>> > VERSION_ID="12.04"
>> >
>> > cd /var/log
>> > ls -lrt (I'm showing only latest)
>> > -rw-r----- 1 syslog    adm      124 Oct  8 09:58 kern.log
>> > -rw-r----- 1 root      adm      529 Oct  8 09:58 apport.log
>> > -rw-r----- 1 syslog    adm     3086 Oct  8 10:00 syslog
>> > -rw-r----- 1 syslog    adm   113879 Oct  8 10:00 auth.log
>> >
>> > root at devrt:/var/log# cat kern.log
>> > Oct  8 09:58:10 devrt kernel: [3001033.121438] /usr/sbin/apach[5529]:
>> > segfault at b54d9f80 ip b54d9f80 sp bfc702dc error 14
>> >
>> > root at devrt:/var/log# cat apport.log
>> > ERROR: apport (pid 5532) Thu Oct  8 09:58:11 2015: called for pid 5529,
>> > signal 11
>> > ERROR: apport (pid 5532) Thu Oct  8 09:58:11 2015: executable:
>> > /usr/lib/apache2/mpm-prefork/apache2 (command line "/usr/sbin/apache2 -k
>> > start")
>> > ERROR: apport (pid 5532) Thu Oct  8 09:58:11 2015:
>> is_closing_session(): no
>> > DBUS_SESSION_BUS_ADDRESS in environment
>> > ERROR: apport (pid 5532) Thu Oct  8 09:58:11 2015: apport: report
>> > /var/crash/_usr_lib_apache2_mpm-prefork_apache2.0.crash already exists
>> and
>> > unseen, doing nothing to avoid disk usage DoS
>> >
>> > root at devrt:/var/log# cat syslog
>> > Oct  8 09:58:10 devrt kernel: [3001033.121438] /usr/sbin/apach[5529]:
>> > segfault at b54d9f80 ip b54d9f80 sp bfc702dc error 14
>> > Oct  8 10:00:01 devrt CRON[5582]: (smmsp) CMD (test -x
>> /etc/init.d/sendmail
>> > && /usr/share/sendmail/sendmail cron-msp)
>>
>> Apache is segfaulting. Perhaps you have some bad RAM or other hardware
>> issues.
>>
>> You could try to set up another system with the same configs as this one.
>>
>> > cd /var/log/apache2
>> > ls -lrt
>> >
>> > last updated file under this directory is on oct 6th
>> > rw-r--r-- 1 root root      0 Oct  6 15:33 error.log
>> >
>> > Is there any way I can enable more debug messages through apache ?
>>
>> Not sure. Try google. :)
>>
>> -m
>>
>
>
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From vangoor.bharath at gmail.com  Sat Nov 14 01:08:19 2015
From: vangoor.bharath at gmail.com (bharath reddy)
Date: Sat, 14 Nov 2015 01:08:19 -0500
Subject: [rt-users] Regarding Apache server failure
In-Reply-To: <CACLBzurkRwo5G-TG0W=Z6O4bxs-hiX6=PVLrqnjjiohxz+Pd1w@mail.gmail.com>
References: <CAMe2YjEPK=mo+Sitwk_TWK_f04GkDJ55t2uASfW7NxervZjyKA@mail.gmail.com>
 <CAOLfK3UXTdqqg1=mpVP0vEFR-2Tvm-1kZt-2sZpyiXDZSE+dag@mail.gmail.com>
 <CAMe2YjHnQ8QOD_=38rkaM9nZ+gMkzr5wmLs0tBJJXO+Cc4SLog@mail.gmail.com>
 <CAOLfK3WEkErpkYJezBoUExx_SWZxfUFK1LFgLZhkfSqzM1kj_g@mail.gmail.com>
 <CAMe2YjGLYA8bp6mZTF0R1QogGUf3csOje0HemVojEu2eQY5Qvg@mail.gmail.com>
 <CACLBzurkRwo5G-TG0W=Z6O4bxs-hiX6=PVLrqnjjiohxz+Pd1w@mail.gmail.com>
Message-ID: <CAMe2YjGf9G35tGSkK-8JOSqwXvXqWN1mCgB0Om-M3oCFnXKfJw@mail.gmail.com>

Hi Matt,

Thanks for posting this, Yes I was able to get the solution. The issue in
my case was I missed one of the key plugin and Apache didn't show me that
missing plugin in logs, later when I set the RT log then i was able to
found it.

Thanks,
Bharath.

On Fri, Nov 13, 2015 at 3:38 PM, Matt Brennan <brennanma at gmail.com> wrote:

> Hi Bharath,
>
>   Were you able to get a solution to this? I just upgraded to Ubuntu 14.04
> (from 11.04) and am experienced this same issue. Your post actually helped
> me localize it to the external auth plugin.
>
>   I found that I was running and older version (0.20) of the plugin. When
> I upgraded to version 0.25, the issue went away.
>
> Thanks, and hope that helps you.
>
> -Matt
>
> On Thu, Oct 8, 2015 at 11:48 AM, bharath reddy <vangoor.bharath at gmail.com>
> wrote:
>
>> Matt,
>>
>> I don't think it is a problem with RAM or any hardware, because when I
>> revert my changes in RT_SiteConfig.pm (with out LDAPAuthentication) apache
>> starts with out any error.
>>
>> Thanks,
>> Bharath.
>>
>> On Thu, Oct 8, 2015 at 10:54 AM, Matt Zagrabelny <mzagrabe at d.umn.edu>
>> wrote:
>>
>>> On Thu, Oct 8, 2015 at 9:21 AM, bharath reddy <vangoor.bharath at gmail.com>
>>> wrote:
>>> > Hi Matt,
>>> >
>>> > Thanks for replying back, here are the details :
>>> >
>>> > Distro :
>>> > root at devrt:~# cat /etc/os-release
>>> > NAME="Ubuntu"
>>> > VERSION="12.04.3 LTS, Precise Pangolin"
>>> > ID=ubuntu
>>> > ID_LIKE=debian
>>> > PRETTY_NAME="Ubuntu precise (12.04.3 LTS)"
>>> > VERSION_ID="12.04"
>>> >
>>> > cd /var/log
>>> > ls -lrt (I'm showing only latest)
>>> > -rw-r----- 1 syslog    adm      124 Oct  8 09:58 kern.log
>>> > -rw-r----- 1 root      adm      529 Oct  8 09:58 apport.log
>>> > -rw-r----- 1 syslog    adm     3086 Oct  8 10:00 syslog
>>> > -rw-r----- 1 syslog    adm   113879 Oct  8 10:00 auth.log
>>> >
>>> > root at devrt:/var/log# cat kern.log
>>> > Oct  8 09:58:10 devrt kernel: [3001033.121438] /usr/sbin/apach[5529]:
>>> > segfault at b54d9f80 ip b54d9f80 sp bfc702dc error 14
>>> >
>>> > root at devrt:/var/log# cat apport.log
>>> > ERROR: apport (pid 5532) Thu Oct  8 09:58:11 2015: called for pid 5529,
>>> > signal 11
>>> > ERROR: apport (pid 5532) Thu Oct  8 09:58:11 2015: executable:
>>> > /usr/lib/apache2/mpm-prefork/apache2 (command line "/usr/sbin/apache2
>>> -k
>>> > start")
>>> > ERROR: apport (pid 5532) Thu Oct  8 09:58:11 2015:
>>> is_closing_session(): no
>>> > DBUS_SESSION_BUS_ADDRESS in environment
>>> > ERROR: apport (pid 5532) Thu Oct  8 09:58:11 2015: apport: report
>>> > /var/crash/_usr_lib_apache2_mpm-prefork_apache2.0.crash already exists
>>> and
>>> > unseen, doing nothing to avoid disk usage DoS
>>> >
>>> > root at devrt:/var/log# cat syslog
>>> > Oct  8 09:58:10 devrt kernel: [3001033.121438] /usr/sbin/apach[5529]:
>>> > segfault at b54d9f80 ip b54d9f80 sp bfc702dc error 14
>>> > Oct  8 10:00:01 devrt CRON[5582]: (smmsp) CMD (test -x
>>> /etc/init.d/sendmail
>>> > && /usr/share/sendmail/sendmail cron-msp)
>>>
>>> Apache is segfaulting. Perhaps you have some bad RAM or other hardware
>>> issues.
>>>
>>> You could try to set up another system with the same configs as this one.
>>>
>>> > cd /var/log/apache2
>>> > ls -lrt
>>> >
>>> > last updated file under this directory is on oct 6th
>>> > rw-r--r-- 1 root root      0 Oct  6 15:33 error.log
>>> >
>>> > Is there any way I can enable more debug messages through apache ?
>>>
>>> Not sure. Try google. :)
>>>
>>> -m
>>>
>>
>>
>
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From bchambers at ambertech.com.au  Sun Nov 15 20:23:11 2015
From: bchambers at ambertech.com.au (Brett Chambers)
Date: Mon, 16 Nov 2015 12:23:11 +1100
Subject: [rt-users] RT Assets grouping behaviour
Message-ID: <03fa01d1200d$5bf71c40$13e554c0$@ambertech.com.au>

Hi,

 

I've been experimenting with RT Assets - specifically Asset custom field
grouping
<https://www.bestpractical.com/docs/assets/1.0/RT/Extension/Assets.html#Grou
pings> . I've encountered the following behaviour, which seems like a bug to
me.

 

In RT_SiteConfig.pm, I'm trying to add Asset custom fields to the built in
grouping 'Basics'. Extract below.

 

Set(%CustomFieldGroupings,

    'RT::Ticket' => [

        'Product Details' => ['Manufacturer', 'Product', 'Master ID', 'Part
number', 'Part description', 'Serial Number', '', 'Date of Purchase',
'Purchased from'],

        'Basics'          => ['SLA', 'Fault Type'],

        'People'          => ['Phone number', 'Postcode'],

        'RA Details'      => ['Detail of Fault', 'Warranty Status', 'Pronto
Job #', 'Vendor RA Approval #', 'Vendor RA Order #', 'Vendor shipping
method', 'Incoming Vendor tracking', 'Faulty part received', 'Replacement
part received', 'Replacement part sent', 'Outgoing Vendor tracking'],

        'Support Actions' => ['Return auto-reply'],

    ],

 

    'RT::Asset' => {

        'Basics'        => ['Manufacturer', 'Master ID', 'Part number',
'Serial number', 'Install date'],

    },

);

 

When I go the 'Create Asset' page to create a new asset in the defined Asset
Catalog, my custom fields do not appear under 'Basics'.

However, if I search 'Assets', the Custom Fields appear under the built in
'Basics' group.

 

The behaviour is different to that of creating a new Ticket - custom fields
appear under the 'Basics' built in group for tickets, as you would expect.

 

Furthermore, if I use a custom grouping name instead of the built in
'Basics' (e.g. 'My Asset'), the defined group and the assigned CFs appear in
the 'Create Asset' page.

 

 

Has anyone experienced this behaviour before, or should I log a bug for it?

 

Version info

RT v4.2.12

RT Assets v1.0.5

 

Regards,

Brett

 

 

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From gejimene at gmail.com  Mon Nov 16 11:36:03 2015
From: gejimene at gmail.com (Gerald Jimenez)
Date: Mon, 16 Nov 2015 11:36:03 -0500
Subject: [rt-users] Fwd: Request tracker
In-Reply-To: <CAEzU4UxATrnQvKccDQajnO9jzcgsoq3ZsqR5SLTr9R_Q+f+BWg@mail.gmail.com>
References: <CAEzU4UxATrnQvKccDQajnO9jzcgsoq3ZsqR5SLTr9R_Q+f+BWg@mail.gmail.com>
Message-ID: <CAEzU4UxaK9jv_rayV1yR1ReYwhsRtsx5FH3L3OVkZBpKPwhdqg@mail.gmail.com>

Hi,

I have request tracker installed on a centos 6 server but now I need to
update my server to centos 7.
I have tried to install request tracker 4.2 to my centos 7 server but after
sucessfully finished the installation the web page of rt doesnt load and I
got this error "Can't locate loadable object for module Data::UUID in
@INC".
This is my rt.log:


[Tue Nov 10 12:56:53.844353 2015] [core:notice] [pid 5852] AH00094: Command
line: '/usr/sbin/httpd -D FOREGROUND'
[5886] [Tue Nov 10 17:57:03 2015] [critical]: Can't locate loadable object
for module Data::UUID in @INC (@INC contains: /opt/rt4/sbin/../local/lib
/opt/rt4/sbin/../lib /usr/local/lib64/perl5 /usr/local/share/perl5
/usr/lib64/perl5/vendor_perl /usr/share/perl5/vendor_perl /usr/lib64/perl5
/usr/share/perl5 .) at /usr/local/lib64/perl5/Data/GUID.pm line 10.
Compilation failed in require at /usr/local/lib64/perl5/Data/GUID.pm line
10.
BEGIN failed--compilation aborted at /usr/local/lib64/perl5/Data/GUID.pm
line 10.
Compilation failed in require at /opt/rt4/sbin/../lib/RT/System.pm line 81.
BEGIN failed--compilation aborted at /opt/rt4/sbin/../lib/RT/System.pm line
81.
Compilation failed in require at
/opt/rt4/sbin/../lib/RT/Record/Role/Roles.pm line 68.
Compilation failed in require at (eval 173) line 2.
BEGIN failed--compilation aborted at (eval 173) line 2.
 at /usr/local/lib64/perl5/Role/Basic.pm line 429.
        Role::Basic::_load_role('Role::Basic', 'RT::Record::Role::Roles',
undef) called at /usr/local/lib64/perl5/Role/Basic.pm line 124
        Role::Basic::apply_roles_to_package('Role::Basic', 'RT::Queue',
'RT::Record::Role::Lifecycle', 'RT::Record::Role::Links',
'HASH(0x4216cf0)', 'RT::Record::Role::Roles', 'RT::Record::Role::Rights')
called at /usr/local/lib64/perl5/Role/Basic.pm line 24
        Role::Basic::__ANON__('RT::Record::Role::Lifecycle',
'RT::Record::Role::Links', 'HASH(0x4216cf0)', 'RT::Record::Role::Roles',
'RT::Record::Role::Rights') called at /opt/rt4/sbin/../lib/RT/Queue.pm line
73
        require RT/Queue.pm called at /opt/rt4/sbin/../lib/RT/Scrip.pm line
72
        RT::Scrip::BEGIN() called at /opt/rt4/sbin/../lib/RT/Queue.pm line 0
        eval {...} called at /opt/rt4/sbin/../lib/RT/Queue.pm line 0
        require RT/Scrip.pm called at /opt/rt4/sbin/../lib/RT/Scrips.pm
line 74
        RT::Scrips::BEGIN() called at /opt/rt4/sbin/../lib/RT/Queue.pm line
0
        eval {...} called at /opt/rt4/sbin/../lib/RT/Queue.pm line 0
        require RT/Scrips.pm called at
/opt/rt4/sbin/../lib/RT/Transaction.pm line 82
        RT::Transaction::BEGIN() called at /opt/rt4/sbin/../lib/RT/Queue.pm
line 0
        eval {...} called at /opt/rt4/sbin/../lib/RT/Queue.pm line 0
        require RT/Transaction.pm called at
/opt/rt4/sbin/../lib/RT/Transactions.pm line 74
        RT::Transactions::BEGIN() called at
/opt/rt4/sbin/../lib/RT/Queue.pm line 0
        eval {...} called at /opt/rt4/sbin/../lib/RT/Queue.pm line 0
        require RT/Transactions.pm called at
/opt/rt4/sbin/../lib/RT/Record.pm line 76
        require RT/Record.pm called at (eval 84) line 2
        eval 'require RT::Record
;' called at /usr/share/perl5/base.pm line 81
        base::import('base', 'RT::Record') called at
/opt/rt4/sbin/../lib/RT/User.pm line 71
        RT::User::BEGIN() called at /opt/rt4/sbin/../lib/RT/Queue.pm line 0
        eval {...} called at /opt/rt4/sbin/../lib/RT/Queue.pm line 0
        require RT/User.pm called at (eval 83) line 2
        eval 'require RT::User
;' called at /usr/share/perl5/base.pm line 81
        base::import('base', 'RT::User') called at
/opt/rt4/sbin/../lib/RT/CurrentUser.pm line 94
        RT::CurrentUser::BEGIN() called at /opt/rt4/sbin/../lib/RT/Queue.pm
line 0
        eval {...} called at /opt/rt4/sbin/../lib/RT/Queue.pm line 0
        require RT/CurrentUser.pm called at
/opt/rt4/sbin/../lib/RT/Handle.pm line 245
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From mzagrabe at d.umn.edu  Mon Nov 16 11:38:31 2015
From: mzagrabe at d.umn.edu (Matt Zagrabelny)
Date: Mon, 16 Nov 2015 10:38:31 -0600
Subject: [rt-users] Fwd: Request tracker
In-Reply-To: <CAEzU4UxaK9jv_rayV1yR1ReYwhsRtsx5FH3L3OVkZBpKPwhdqg@mail.gmail.com>
References: <CAEzU4UxATrnQvKccDQajnO9jzcgsoq3ZsqR5SLTr9R_Q+f+BWg@mail.gmail.com>
 <CAEzU4UxaK9jv_rayV1yR1ReYwhsRtsx5FH3L3OVkZBpKPwhdqg@mail.gmail.com>
Message-ID: <CAOLfK3U2192yqGNTPEoQ5mTRY4ajV1krMSYWi=7ZDgCjktS_uQ@mail.gmail.com>

On Mon, Nov 16, 2015 at 10:36 AM, Gerald Jimenez <gejimene at gmail.com> wrote:
>
> Hi,
>
> I have request tracker installed on a centos 6 server but now I need to
> update my server to centos 7.
> I have tried to install request tracker 4.2 to my centos 7 server but after
> sucessfully finished the installation the web page of rt doesnt load and I
> got this error "Can't locate loadable object for module Data::UUID in @INC".

Do you have that module installed?

-m


From tbrumm at mac.com  Mon Nov 16 11:57:14 2015
From: tbrumm at mac.com (Torsten Brumm)
Date: Mon, 16 Nov 2015 17:57:14 +0100
Subject: [rt-users] Option to Emulate another RT user from SuperUser
In-Reply-To: <CFF1E97F-90AE-4DFE-BA82-7A59427D86D9@umbc.edu>
References: <CFF1E97F-90AE-4DFE-BA82-7A59427D86D9@umbc.edu>
Message-ID: <8219A9CA-D955-402B-A7F7-06D124B786E4@mac.com>

Search github for: RTx-BecomeUser this Could help you.

Von meinem iPhone gesendet

> Am 12.11.2015 um 19:23 schrieb Joe Kirby <kirby at umbc.edu>:
> 
> At time some folks on campus report that RT is slow for them. 
> 
> I try to create a test user with the same access but this does not always help me because they may have a lot of tickets or a dashboard item/report that I cannot emulate.
> 
> Does RT have any built-in mechanism for SuperUser to do such a thing.
> 
> We use single sign on and thus I am unable to override that.
> 
> Thanks
> 
> Joe
> 
> Joe Kirby ,  Assistant Vice President, Business Systems
> Division of Information Technology (DoIT) 
> Support Response -   http://www.umbc.edu/doit 
> Administration 627
> Office - 410-455-3020 
> Email - kirby at umbc.edu
> 
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From gejimene at gmail.com  Mon Nov 16 11:59:07 2015
From: gejimene at gmail.com (Gerald Jimenez)
Date: Mon, 16 Nov 2015 11:59:07 -0500
Subject: [rt-users] Fwd: Request tracker
In-Reply-To: <CAOLfK3U2192yqGNTPEoQ5mTRY4ajV1krMSYWi=7ZDgCjktS_uQ@mail.gmail.com>
References: <CAEzU4UxATrnQvKccDQajnO9jzcgsoq3ZsqR5SLTr9R_Q+f+BWg@mail.gmail.com>
 <CAEzU4UxaK9jv_rayV1yR1ReYwhsRtsx5FH3L3OVkZBpKPwhdqg@mail.gmail.com>
 <CAOLfK3U2192yqGNTPEoQ5mTRY4ajV1krMSYWi=7ZDgCjktS_uQ@mail.gmail.com>
Message-ID: <CAEzU4UxV2Mx7FS0Hxi2-eOXoZnVBdBmKWteMUg1v8fZvQZdfcw@mail.gmail.com>

Yes, first I installed it with yum install perl-data-uuid, cpan installer
and download it and installed form source.
All method installed the uuid package but I sitll got the error.

Regards,


On Mon, Nov 16, 2015 at 11:38 AM, Matt Zagrabelny <mzagrabe at d.umn.edu>
wrote:

> On Mon, Nov 16, 2015 at 10:36 AM, Gerald Jimenez <gejimene at gmail.com>
> wrote:
> >
> > Hi,
> >
> > I have request tracker installed on a centos 6 server but now I need to
> > update my server to centos 7.
> > I have tried to install request tracker 4.2 to my centos 7 server but
> after
> > sucessfully finished the installation the web page of rt doesnt load and
> I
> > got this error "Can't locate loadable object for module Data::UUID in
> @INC".
>
> Do you have that module installed?
>
> -m
>
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From mcalado at tbstaxservices.com  Mon Nov 16 12:27:04 2015
From: mcalado at tbstaxservices.com (Marcelo Calado | TBS TAX Services)
Date: Mon, 16 Nov 2015 12:27:04 -0500
Subject: [rt-users] Up-Load a list of Customers into RT as a Requestors
Message-ID: <003001d12094$02fb5750$08f205f0$@tbstaxservices.com>

Hi,

 

To facilitate the migration process for RT, I've been thinking more
seriously about my customer list.

 

Please share with me your opinion! 

 

May I import our lists of existing customers into RT as a
Watcher's/Requestor's?

 

Someone did?

 

May I use INSERT INTO STATEMENT of MySQl to insert new Users? Is there
another way?

 

 

Tks,

Marcelo Calado.

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From rshaker at ARDENCOMPANIES.COM  Mon Nov 16 13:09:22 2015
From: rshaker at ARDENCOMPANIES.COM (Bob Shaker)
Date: Mon, 16 Nov 2015 18:09:22 +0000
Subject: [rt-users] Up-Load a list of Customers into RT as a Requestors
In-Reply-To: <003001d12094$02fb5750$08f205f0$@tbstaxservices.com>
References: <003001d12094$02fb5750$08f205f0$@tbstaxservices.com>
Message-ID: <CY1PR0301MB11795B65E609B4D31651D8B9DC1E0@CY1PR0301MB1179.namprd03.prod.outlook.com>

I don't recommend directly interfacing with the RT database unless you really need to. RT has a REST interface that is loosely documented here: http://requesttracker.wikia.com/wiki/REST

I've had success using RTPHPLib which implements the REST interface (https://github.com/dersam/RTPHPLib) to import data from an old ticketing system.

From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Marcelo Calado | TBS TAX Services
Sent: Monday, November 16, 2015 12:27 PM
To: 'rt-users' <rt-users at lists.bestpractical.com>
Subject: [rt-users] Up-Load a list of Customers into RT as a Requestors

Hi,

To facilitate the migration process for RT, I've been thinking more seriously about my customer list.

Please share with me your opinion!

May I import our lists of existing customers into RT as a Watcher's/Requestor's?

Someone did?

May I use INSERT INTO STATEMENT of MySQl to insert new Users? Is there another way?


Tks,
Marcelo Calado.

________________________________

ARDEN
A Global Company
Celebrating over 50 years of making your life more comfortable!

This message may contain confidential and/or privileged information. If you are not the addressee or authorized to receive this for the addressee, you must not use, copy, disclose, or take any action based on this message or any information herein. If you have received this message in error, please advise the sender immediately by reply e-mail and delete this message.

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From burton.lee at quantil.com  Mon Nov 16 14:46:25 2015
From: burton.lee at quantil.com (Burton Lee)
Date: Mon, 16 Nov 2015 11:46:25 -0800
Subject: [rt-users] How to prevent email if the ticket creation or update is
 not from a specific domain?
Message-ID: <CAKb=mcudYMgeNyT-kb+u8DDsh+M0bnJE-KW5T8ZULqkuCYyLyw@mail.gmail.com>

Hi,
I've been trying to figure out how to send an email to a specific address
if a ticket was created or updated by someone NOT in a company.

I tried to create a custom scrip with condition  "User Defined" , action
"Notify Other Recipients", and a custom template, but I couldn't seem to
get it working right.
Any advice would be appreciated.

Thanks!
------------------------
Custom scrip:

User defined Condition:

#my $actor = $self->TransactionObj->CreatorObj;
my $actor=$self->TransactionObj->LastUpdatedByObj;

# avoid triggering email if the person updating or creating the ticket is
in the company
if ($actor->EmailAddress =~ /mycompany\.com/) {
   return 0;
}
else {
return 1;
}

Custom action preparation code:
return 1;

Custom action commit code:
return 1;

-------------------------------
Custom template:


To:  notification at domainxyz.com
Subject:  {Ticket->Subject}

Testing conditions!
 {$RT::WebURL}Ticket/Display.html?id={$Ticket->id}
    {$Transaction->Content()}
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From mcalado at tbstaxservices.com  Mon Nov 16 17:17:44 2015
From: mcalado at tbstaxservices.com (Marcelo Calado | TBS TAX Services)
Date: Mon, 16 Nov 2015 17:17:44 -0500
Subject: [rt-users] Action: Extract Custom Field Values - RT don't show me
	this option
Message-ID: <00a501d120bc$9e31a850$da94f8f0$@tbstaxservices.com>

Hello Everyone!

 

By following the instructions to install the "ExtractCustomFieldValues" 

(https://metacpan.org/pod/RT::Extension::ExtractCustomFieldValues) 

And that:

http://kb.mit.edu/confluence/display/istcontrib/Automatically+extract+ticket
+custom+field+values++from+email

 

I've installed the package on RT 4.09 ; 

 

Created a custom field "Mobile Phone" ; 

 

Created a template "Extract Custom Field Values", type "Simple" + content:
Mobile Phone|Body|Mobile Phone->(.+)$|q  on My Queue

 

At this point .....works fine!

 

When I tried to create the Scrip, I can't see the Action "Extract Custom
Field Valeus" 

 

Description: ExtractCF 
Condition: On Create 
Action: (Extract Custom Field Values ) ?????? I can't see..:L
Template: Global template: CustomFieldExtract 
Stage: TransactionCreate 

Any ideas? 

 

On RT_Config.pm:

 

Set(@Plugins, qw(RT::Extension::SummaryByUser RT::Extension::CommandByMail
RT::Extension::ExtractCustomFieldValues));

 

Set(@MailPlugins, qw(Auth::MailFrom Filter::TakeAction));

 

Looking into /var/log/syslog, I have nothing!

Tks,

 

Marcelo Calado.

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From shawn at bestpractical.com  Mon Nov 16 17:29:38 2015
From: shawn at bestpractical.com (Shawn Moore)
Date: Mon, 16 Nov 2015 17:29:38 -0500
Subject: [rt-users] Action: Extract Custom Field Values - RT don't show
 me this option
In-Reply-To: <00a501d120bc$9e31a850$da94f8f0$@tbstaxservices.com>
References: <00a501d120bc$9e31a850$da94f8f0$@tbstaxservices.com>
Message-ID: <etPan.564a58d2.121be5e1.4750@ecaz.local>

On 2015?11?16? at 17:17:53, Marcelo Calado | TBS TAX Services (mcalado at tbstaxservices.com) wrote:
Hello Everyone!

Hi Marcelo,
When I tried to create the Scrip, I can?t see the Action ?Extract Custom Field Valeus?

Did you run ?make initdb? from the ExtractCustomFieldValues directory? That adds the necessary Action record to your database. Everything else looks to be in order.
?
Tks,?

Marcelo Calado.



Thanks,

Shawn

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From mcalado at tbstaxservices.com  Tue Nov 17 11:03:00 2015
From: mcalado at tbstaxservices.com (Marcelo Calado | TBS TAX Services)
Date: Tue, 17 Nov 2015 11:03:00 -0500
Subject: [rt-users] Action: Extract Custom Field Values - RT don't show
	me this option
Message-ID: <001201d12151$6ee739d0$4cb5ad70$@tbstaxservices.com>

Hi Shawn,

 

I didn't run! I've forgot about them!

 

Today I did a lot of test and its works fine!

 

To extract to ticket, ok! Nice..:)

 

Is there a way to extract field values from mail and record this on Users
custom fileds? 

 

I have customer information to record on User Custom Field!

 

I have on my Queue "Ticket Custom Fields" or "Transaction Custom Fields",
ok! 

 

I'd like to extract from mail to  Users (Organization, Address1, City,
Phone....and them)

 

Thanks

 

Marcelo Calado.  

 

 

From: Marcelo Calado | TBS TAX Services [mailto:mcalado at tbstaxservices.com] 
Sent: Monday, November 16, 2015 5:18 PM
To: 'rt-users' <rt-users at lists.bestpractical.com>
Subject: Action: Extract Custom Field Values - RT don't show me this option

 

Hello Everyone!

 

By following the instructions to install the "ExtractCustomFieldValues" 

(https://metacpan.org/pod/RT::Extension::ExtractCustomFieldValues) 

And that:

http://kb.mit.edu/confluence/display/istcontrib/Automatically+extract+ticket
+custom+field+values++from+email

 

I've installed the package on RT 4.09 ; 

 

Created a custom field "Mobile Phone" ; 

 

Created a template "Extract Custom Field Values", type "Simple" + content:
Mobile Phone|Body|Mobile Phone->(.+)$|q  on My Queue

 

At this point .....works fine!

 

When I tried to create the Scrip, I can't see the Action "Extract Custom
Field Valeus" 

 

Description: ExtractCF 
Condition: On Create 
Action: (Extract Custom Field Values ) ?????? I can't see..:L
Template: Global template: CustomFieldExtract 
Stage: TransactionCreate 

Any ideas? 

 

On RT_Config.pm:

 

Set(@Plugins, qw(RT::Extension::SummaryByUser RT::Extension::CommandByMail
RT::Extension::ExtractCustomFieldValues));

 

Set(@MailPlugins, qw(Auth::MailFrom Filter::TakeAction));

 

Looking into /var/log/syslog, I have nothing!

Tks,

 

Marcelo Calado.

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From amvandemore at gmail.com  Tue Nov 17 12:28:37 2015
From: amvandemore at gmail.com (Adam Vande More)
Date: Tue, 17 Nov 2015 11:28:37 -0600
Subject: [rt-users] RT local override directory
Message-ID: <CA+tpaK1arSRQo9+STYVsYAPt0qxYd2_Wmj-LQm7OfcnTSkRxpw@mail.gmail.com>

I am trying to customize my RT installation on FreeBSD using the following
link:

http://requesttracker.wikia.com/wiki/CustomizingWithLocalDir

However the local dir doesn't seem to used.  It works if I edit the base
elements and delete the mason data.

root at rt:~ # locate QuickCreate
/usr/local/share/rt42/html/Elements/QuickCreate
/usr/local/share/rt42/local/html/Elements/QuickCreate


Is there some setting via RT_SiteConfig.pm or something which can define
where local actually is? Or someway to find out where it thinks it should
be?

Thanks,

-- 
Adam
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From gejimene at gmail.com  Tue Nov 17 13:00:54 2015
From: gejimene at gmail.com (Gerald Jimenez)
Date: Tue, 17 Nov 2015 13:00:54 -0500
Subject: [rt-users] Fwd: Request tracker
In-Reply-To: <CAEzU4UxV2Mx7FS0Hxi2-eOXoZnVBdBmKWteMUg1v8fZvQZdfcw@mail.gmail.com>
References: <CAEzU4UxATrnQvKccDQajnO9jzcgsoq3ZsqR5SLTr9R_Q+f+BWg@mail.gmail.com>
 <CAEzU4UxaK9jv_rayV1yR1ReYwhsRtsx5FH3L3OVkZBpKPwhdqg@mail.gmail.com>
 <CAOLfK3U2192yqGNTPEoQ5mTRY4ajV1krMSYWi=7ZDgCjktS_uQ@mail.gmail.com>
 <CAEzU4UxV2Mx7FS0Hxi2-eOXoZnVBdBmKWteMUg1v8fZvQZdfcw@mail.gmail.com>
Message-ID: <CAEzU4UwY2b83vdaSJWrGJshOiUk5cj7t2yvcc36-pBxPw4BsMQ@mail.gmail.com>

Hi,  please help me with the Data::UUID error.
On Nov 16, 2015 11:59 AM, "Gerald Jimenez" <gejimene at gmail.com> wrote:

> Yes, first I installed it with yum install perl-data-uuid, cpan installer
> and download it and installed form source.
> All method installed the uuid package but I sitll got the error.
>
> Regards,
>
>
> On Mon, Nov 16, 2015 at 11:38 AM, Matt Zagrabelny <mzagrabe at d.umn.edu>
> wrote:
>
>> On Mon, Nov 16, 2015 at 10:36 AM, Gerald Jimenez <gejimene at gmail.com>
>> wrote:
>> >
>> > Hi,
>> >
>> > I have request tracker installed on a centos 6 server but now I need to
>> > update my server to centos 7.
>> > I have tried to install request tracker 4.2 to my centos 7 server but
>> after
>> > sucessfully finished the installation the web page of rt doesnt load
>> and I
>> > got this error "Can't locate loadable object for module Data::UUID in
>> @INC".
>>
>> Do you have that module installed?
>>
>> -m
>>
>
>
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From Greg_Hummer at sra.com  Tue Nov 17 14:04:21 2015
From: Greg_Hummer at sra.com (Hummer, Greg)
Date: Tue, 17 Nov 2015 19:04:21 +0000
Subject: [rt-users] Ticket Links missing post upgrade/conversion to
 Oracle 4.2.11.
In-Reply-To: <CB66DFBFF9CAE1488E6F41C5592EDA5B25533298@SRAexMBX03.sra.com>
References: <CB66DFBFF9CAE1488E6F41C5592EDA5B2550CE99@SRAexMBX03.sra.com>
 <56175ADF.7010304@uni-hamburg.de>
 <CB66DFBFF9CAE1488E6F41C5592EDA5B2550F196@SRAexMBX03.sra.com>
 <CANtc4xqpQ9EWifwru5Tvf-Mf4qTFie6m-MGMnzGXO+UAUTxUXA@mail.gmail.com>
 <CB66DFBFF9CAE1488E6F41C5592EDA5B2551B553@SRAexMBX03.sra.com>
 <562DDEC5.2030205@uni-hamburg.de>,
 <CB66DFBFF9CAE1488E6F41C5592EDA5B2551CA35@SRAexMBX03.sra.com>,
 <CB66DFBFF9CAE1488E6F41C5592EDA5B25533298@SRAexMBX03.sra.com>
Message-ID: <CB66DFBFF9CAE1488E6F41C5592EDA5B255333F5@SRAexMBX03.sra.com>



Good afternoon,

I can confirm it is most likely due to an organization. The organization in our System Configuration prior to the Conversion/Upgrade matches the setting after. This was confirmed though googles ?Inspect Element? feature.

On the bad links I get the following:
<input type=?checkbox? class=?checkbox? id=?DeleteLink-fsck.com-rt://example.com/ticket/101611-RefersTo? name = ?DeleteLink-fsck.com-rt://example.com/ticket/101611-RefersTo-: value=?1?>

On recently created- good links, I get this:
<input type=?checkbox? class=?checkbox? id=?DeleteLink-fsck.com-rt://abc.com/ticket/101611-RefersTo? name = ?DeleteLink-fsck.com-rt://abc.com/ticket/101611-RefersTo-: value=?1?>


When we pulled two lines out of the Link table, we get the following:
15367 fsck.com-rt://example.com/ticket/100005 fsck.com-rt://abc.com/ticket/99902 MergedInto 99902 99902 184988 4/29/2014 4:10:48 PM 184988 4/29/2014 4:10:48 PM

In the sage account (which has all good links) this same ID shows up like this:
15367 fsck.com-rt://abc.com/ticket/100005 fsck.com-rt://abc.com/ticket/99902 MergedInto 99902 99902 184988 4/29/2014 4:10:48 PM 184988 4/29/2014 4:10:48 PM

So then we went about trying to fix it. We used RT-Validator with force, RT-Validator with links, and finally the MySQL below. Each time, with each of the previous three items, we got the following error:

ORA-00001: unique constraint (RT3EMTS.LINKS1) violated

Here is the MySQL we tried to use:
UPDATE links SET BASE = REPLACE(BASE,'example.com','abc.com') WHERE BASE LIKE '%example.com%';

Does anyone have any suggestions how to get around this Oracle error when trying to adjust the domain in the links?

Thanks for the help.

Greg

________________________________________
From: rt-users [rt-users-bounces at lists.bestpractical.com] on behalf of Hummer, Greg
Sent: Tuesday, October 27, 2015 7:47 AM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Ticket Links missing post upgrade/conversion to Oracle 4.2.11.

New tickets links, created post upgrade/conversion, are displayed correctly. It is only the old ticket links are not displaying correctly.

Greg

-----Original Message-----
From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Maik Nergert
Sent: Monday, October 26, 2015 4:05 AM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Ticket Links missing post upgrade/conversion to Oracle 4.2.11.

What about new links after the upgrade? Are they displayed correctly?

Do 'select * from links where localbase=TICKETID'
and compare the base and target value of old TICKETIDs (before upgrade)
and new Tickets. Both has to be fsck.com-rt://abc.com/ticket/...

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From mzagrabe at d.umn.edu  Tue Nov 17 14:43:12 2015
From: mzagrabe at d.umn.edu (Matt Zagrabelny)
Date: Tue, 17 Nov 2015 13:43:12 -0600
Subject: [rt-users] Fwd: Request tracker
In-Reply-To: <CAEzU4UwY2b83vdaSJWrGJshOiUk5cj7t2yvcc36-pBxPw4BsMQ@mail.gmail.com>
References: <CAEzU4UxATrnQvKccDQajnO9jzcgsoq3ZsqR5SLTr9R_Q+f+BWg@mail.gmail.com>
 <CAEzU4UxaK9jv_rayV1yR1ReYwhsRtsx5FH3L3OVkZBpKPwhdqg@mail.gmail.com>
 <CAOLfK3U2192yqGNTPEoQ5mTRY4ajV1krMSYWi=7ZDgCjktS_uQ@mail.gmail.com>
 <CAEzU4UxV2Mx7FS0Hxi2-eOXoZnVBdBmKWteMUg1v8fZvQZdfcw@mail.gmail.com>
 <CAEzU4UwY2b83vdaSJWrGJshOiUk5cj7t2yvcc36-pBxPw4BsMQ@mail.gmail.com>
Message-ID: <CAOLfK3Ug=5zENS_23FnwqXkPSLRSMsRt35g-zS5BGLKHmpKsvg@mail.gmail.com>

On Tue, Nov 17, 2015 at 12:00 PM, Gerald Jimenez <gejimene at gmail.com> wrote:
> Hi,  please help me with the Data::UUID error.

What method are you using for serving RT from your webserver?
(modperl, fastcgi, fcgid, etc.)

-m


From gejimene at gmail.com  Tue Nov 17 15:47:48 2015
From: gejimene at gmail.com (Gerald Jimenez)
Date: Tue, 17 Nov 2015 15:47:48 -0500
Subject: [rt-users] Fwd: Request tracker
In-Reply-To: <CAOLfK3Ug=5zENS_23FnwqXkPSLRSMsRt35g-zS5BGLKHmpKsvg@mail.gmail.com>
References: <CAEzU4UxATrnQvKccDQajnO9jzcgsoq3ZsqR5SLTr9R_Q+f+BWg@mail.gmail.com>
 <CAEzU4UxaK9jv_rayV1yR1ReYwhsRtsx5FH3L3OVkZBpKPwhdqg@mail.gmail.com>
 <CAOLfK3U2192yqGNTPEoQ5mTRY4ajV1krMSYWi=7ZDgCjktS_uQ@mail.gmail.com>
 <CAEzU4UxV2Mx7FS0Hxi2-eOXoZnVBdBmKWteMUg1v8fZvQZdfcw@mail.gmail.com>
 <CAEzU4UwY2b83vdaSJWrGJshOiUk5cj7t2yvcc36-pBxPw4BsMQ@mail.gmail.com>
 <CAOLfK3Ug=5zENS_23FnwqXkPSLRSMsRt35g-zS5BGLKHmpKsvg@mail.gmail.com>
Message-ID: <CAEzU4Uw2fuf1UnG9PMdD4evh05dezq3VjELxgcr-gfXJUFm+qA@mail.gmail.com>

I am using fastcgi

Regards,


On Tue, Nov 17, 2015 at 2:43 PM, Matt Zagrabelny <mzagrabe at d.umn.edu> wrote:

> On Tue, Nov 17, 2015 at 12:00 PM, Gerald Jimenez <gejimene at gmail.com>
> wrote:
> > Hi,  please help me with the Data::UUID error.
>
> What method are you using for serving RT from your webserver?
> (modperl, fastcgi, fcgid, etc.)
>
> -m
>
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From mzagrabe at d.umn.edu  Tue Nov 17 15:52:40 2015
From: mzagrabe at d.umn.edu (Matt Zagrabelny)
Date: Tue, 17 Nov 2015 14:52:40 -0600
Subject: [rt-users] Fwd: Request tracker
In-Reply-To: <CAEzU4Uw2fuf1UnG9PMdD4evh05dezq3VjELxgcr-gfXJUFm+qA@mail.gmail.com>
References: <CAEzU4UxATrnQvKccDQajnO9jzcgsoq3ZsqR5SLTr9R_Q+f+BWg@mail.gmail.com>
 <CAEzU4UxaK9jv_rayV1yR1ReYwhsRtsx5FH3L3OVkZBpKPwhdqg@mail.gmail.com>
 <CAOLfK3U2192yqGNTPEoQ5mTRY4ajV1krMSYWi=7ZDgCjktS_uQ@mail.gmail.com>
 <CAEzU4UxV2Mx7FS0Hxi2-eOXoZnVBdBmKWteMUg1v8fZvQZdfcw@mail.gmail.com>
 <CAEzU4UwY2b83vdaSJWrGJshOiUk5cj7t2yvcc36-pBxPw4BsMQ@mail.gmail.com>
 <CAOLfK3Ug=5zENS_23FnwqXkPSLRSMsRt35g-zS5BGLKHmpKsvg@mail.gmail.com>
 <CAEzU4Uw2fuf1UnG9PMdD4evh05dezq3VjELxgcr-gfXJUFm+qA@mail.gmail.com>
Message-ID: <CAOLfK3WYRqrO_nRGdiZMNG0nebfQgza-bk20derBV4yu38-Zmw@mail.gmail.com>

On Tue, Nov 17, 2015 at 2:47 PM, Gerald Jimenez <gejimene at gmail.com> wrote:
> I am using fastcgi

Okay. What about your web server?

What do your (web server) configs look like?

Can you write a super lightweight cgi that can load your Data::UUID module?

-m


From jvdwege at xs4all.nl  Tue Nov 17 15:56:30 2015
From: jvdwege at xs4all.nl (Joop)
Date: Tue, 17 Nov 2015 21:56:30 +0100
Subject: [rt-users] RT local override directory
In-Reply-To: <CA+tpaK1arSRQo9+STYVsYAPt0qxYd2_Wmj-LQm7OfcnTSkRxpw@mail.gmail.com>
References: <CA+tpaK1arSRQo9+STYVsYAPt0qxYd2_Wmj-LQm7OfcnTSkRxpw@mail.gmail.com>
Message-ID: <564B947E.5010107@xs4all.nl>

On 17-11-2015 18:28, Adam Vande More wrote:
> I am trying to customize my RT installation on FreeBSD using the
> following link:
>
> http://requesttracker.wikia.com/wiki/CustomizingWithLocalDir
>
> However the local dir doesn't seem to used.  It works if I edit the
> base elements and delete the mason data.
>
> root at rt:~ # locate QuickCreate
> /usr/local/share/rt42/html/Elements/QuickCreate
> /usr/local/share/rt42/local/html/Elements/QuickCreate
>
>
> Is there some setting via RT_SiteConfig.pm or something which can
> define where local actually is? Or someway to find out where it thinks
> it should be?
RT_SiteConfig doesn't play a role in it. Have a look at (this is
rt-4.0.X) System-Configuration (Under Tools/Configuration/Tools/System
Configuration). It will show you quite a bit of RT internals including
what it thinks are its various paths to extensions/localdir
If you don't have that menu then you might not have enough rights.

Joop



From jvdwege at xs4all.nl  Tue Nov 17 15:50:18 2015
From: jvdwege at xs4all.nl (Joop)
Date: Tue, 17 Nov 2015 21:50:18 +0100
Subject: [rt-users] Ticket Links missing post upgrade/conversion to
 Oracle 4.2.11.
In-Reply-To: <CB66DFBFF9CAE1488E6F41C5592EDA5B255333F5@SRAexMBX03.sra.com>
References: <CB66DFBFF9CAE1488E6F41C5592EDA5B2550CE99@SRAexMBX03.sra.com>
 <56175ADF.7010304@uni-hamburg.de>
 <CB66DFBFF9CAE1488E6F41C5592EDA5B2550F196@SRAexMBX03.sra.com>
 <CANtc4xqpQ9EWifwru5Tvf-Mf4qTFie6m-MGMnzGXO+UAUTxUXA@mail.gmail.com>
 <CB66DFBFF9CAE1488E6F41C5592EDA5B2551B553@SRAexMBX03.sra.com>
 <562DDEC5.2030205@uni-hamburg.de>
 <CB66DFBFF9CAE1488E6F41C5592EDA5B2551CA35@SRAexMBX03.sra.com>
 <CB66DFBFF9CAE1488E6F41C5592EDA5B25533298@SRAexMBX03.sra.com>
 <CB66DFBFF9CAE1488E6F41C5592EDA5B255333F5@SRAexMBX03.sra.com>
Message-ID: <564B930A.6050507@xs4all.nl>

On 17-11-2015 20:04, Hummer, Greg wrote:
>
>
> Good afternoon,
>
> I can confirm it is most likely due to an organization. The
> organization in our System Configuration prior to the
> Conversion/Upgrade matches the setting after. This was confirmed
> though googles ?Inspect Element? feature.
>
> *On the bad links I get the following:*
> /<input type=?checkbox? class=?checkbox?
> id=?DeleteLink-fsck.com-rt://*example.com*/ticket/101611-RefersTo?
> name =
> ?DeleteLink-fsck.com-rt://*example.com*/ticket/101611-RefersTo-:
> value=?1?>/
>
> *On recently created- good links, I get this:*
> /<input type=?checkbox? class=?checkbox?
> id=?DeleteLink-fsck.com-rt://*abc.com*/ticket/101611-RefersTo? name =
> ?DeleteLink-fsck.com-rt://*abc.com/*ticket/101611-RefersTo-: value=?1?>/
>
>
> When we pulled two lines out of the Link table, we get the following:
> /15367 fsck.com-rt://*example.com*/ticket/100005
> fsck.com-rt://abc.com/ticket/99902 MergedInto 99902 99902 184988
> 4/29/2014 4:10:48 PM 184988 4/29/2014 4:10:48 PM /
>
> In the sage account (which has all good links) this same ID shows up
> like this:
> /15367 fsck.com-rt://*abc.com*/ticket/100005
> fsck.com-rt://abc.com/ticket/99902 MergedInto 99902 99902 184988
> 4/29/2014 4:10:48 PM 184988 4/29/2014 4:10:48 PM/
>
> So then we went about trying to fix it. We used RT-Validator with
> force, RT-Validator with links, and finally the MySQL below. Each
> time, with each of the previous three items, we got the following error:
> /
> ORA-00001: unique constraint (RT3EMTS.LINKS1) violated/
>
> Here is the MySQL we tried to use:
> UPDATE links SET BASE = REPLACE(BASE,'example.com','abc.com') WHERE
> BASE LIKE '%example.com%';
>
> Does anyone have any suggestions how to get around this Oracle error
> when trying to adjust the domain in the links?
>
Your update (replacing example.com with abc.com) creates a row in the
LINKS table which violates the LINKS1 constraint. Look at the definition
of the LINKS to to find what is being violated. This means that you
already have a row with abc.com and trying to create a second one from
an old example.com.
Questions is which one to keep, or where/why is there already a abc.com row.

I have done I think exactly the same update and didn't have any problems
BUT I didn't move from MySQL to Oracle.  I'm going to have a wild guess:
did you check the Oracle sequences after rt-importer? They should all be
@max(id)+1 before inserting new tickets/links etc.

Joop

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From gejimene at gmail.com  Tue Nov 17 15:59:23 2015
From: gejimene at gmail.com (Gerald Jimenez)
Date: Tue, 17 Nov 2015 15:59:23 -0500
Subject: [rt-users] Fwd: Request tracker
In-Reply-To: <CAOLfK3WYRqrO_nRGdiZMNG0nebfQgza-bk20derBV4yu38-Zmw@mail.gmail.com>
References: <CAEzU4UxATrnQvKccDQajnO9jzcgsoq3ZsqR5SLTr9R_Q+f+BWg@mail.gmail.com>
 <CAEzU4UxaK9jv_rayV1yR1ReYwhsRtsx5FH3L3OVkZBpKPwhdqg@mail.gmail.com>
 <CAOLfK3U2192yqGNTPEoQ5mTRY4ajV1krMSYWi=7ZDgCjktS_uQ@mail.gmail.com>
 <CAEzU4UxV2Mx7FS0Hxi2-eOXoZnVBdBmKWteMUg1v8fZvQZdfcw@mail.gmail.com>
 <CAEzU4UwY2b83vdaSJWrGJshOiUk5cj7t2yvcc36-pBxPw4BsMQ@mail.gmail.com>
 <CAOLfK3Ug=5zENS_23FnwqXkPSLRSMsRt35g-zS5BGLKHmpKsvg@mail.gmail.com>
 <CAEzU4Uw2fuf1UnG9PMdD4evh05dezq3VjELxgcr-gfXJUFm+qA@mail.gmail.com>
 <CAOLfK3WYRqrO_nRGdiZMNG0nebfQgza-bk20derBV4yu38-Zmw@mail.gmail.com>
Message-ID: <CAEzU4UyixTck5639G0Z1b5m4bTP8etzGu9SZvjmUUiBGxwWDSg@mail.gmail.com>

This is my apache config for rt:

#<VirtualHost *:80>
        AddDefaultCharset UTF-8

        ScriptAlias /rt /opt/rt4/sbin/rt-server.fcgi/

        DocumentRoot "/opt/rt4/share/html"
        <Location /rt>
            <IfVersion >= 2.4>
                Require all granted
                Options +ExecCGI
                AddHandler fcgid-script fcgi
            </IfVersion>
            <IfVersion < 2.4>
                Order allow,deny
                Allow from all
            </IfVersion>

            Options +ExecCGI
            AddHandler fcgid-script fcgi
        </Location>
#</VirtualHost>



On Tue, Nov 17, 2015 at 3:52 PM, Matt Zagrabelny <mzagrabe at d.umn.edu> wrote:

> On Tue, Nov 17, 2015 at 2:47 PM, Gerald Jimenez <gejimene at gmail.com>
> wrote:
> > I am using fastcgi
>
> Okay. What about your web server?
>
> What do your (web server) configs look like?
>
> Can you write a super lightweight cgi that can load your Data::UUID module?
>
> -m
>
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From amvandemore at gmail.com  Tue Nov 17 17:07:05 2015
From: amvandemore at gmail.com (Adam Vande More)
Date: Tue, 17 Nov 2015 16:07:05 -0600
Subject: [rt-users] RT local override directory
In-Reply-To: <564B947E.5010107@xs4all.nl>
References: <CA+tpaK1arSRQo9+STYVsYAPt0qxYd2_Wmj-LQm7OfcnTSkRxpw@mail.gmail.com>
 <564B947E.5010107@xs4all.nl>
Message-ID: <CA+tpaK15H3_jowofnKE8YRQWadbDRNOhZXaCzwycDBa5bNE63A@mail.gmail.com>

On Tue, Nov 17, 2015 at 2:56 PM, Joop <jvdwege at xs4all.nl> wrote:

> RT_SiteConfig doesn't play a role in it. Have a look at (this is
> rt-4.0.X) System-Configuration (Under Tools/Configuration/Tools/System
> Configuration). It will show you quite a bit of RT internals including
> what it thinks are its various paths to extensions/localdir
> If you don't have that menu then you might not have enough rights.
>

Thanks, gave me enough info to solve it.



-- 
Adam
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From gejimene at gmail.com  Thu Nov 19 11:22:30 2015
From: gejimene at gmail.com (Gerald Jimenez)
Date: Thu, 19 Nov 2015 11:22:30 -0500
Subject: [rt-users] Fwd: Request tracker
In-Reply-To: <CAEzU4UyixTck5639G0Z1b5m4bTP8etzGu9SZvjmUUiBGxwWDSg@mail.gmail.com>
References: <CAEzU4UxATrnQvKccDQajnO9jzcgsoq3ZsqR5SLTr9R_Q+f+BWg@mail.gmail.com>
 <CAEzU4UxaK9jv_rayV1yR1ReYwhsRtsx5FH3L3OVkZBpKPwhdqg@mail.gmail.com>
 <CAOLfK3U2192yqGNTPEoQ5mTRY4ajV1krMSYWi=7ZDgCjktS_uQ@mail.gmail.com>
 <CAEzU4UxV2Mx7FS0Hxi2-eOXoZnVBdBmKWteMUg1v8fZvQZdfcw@mail.gmail.com>
 <CAEzU4UwY2b83vdaSJWrGJshOiUk5cj7t2yvcc36-pBxPw4BsMQ@mail.gmail.com>
 <CAOLfK3Ug=5zENS_23FnwqXkPSLRSMsRt35g-zS5BGLKHmpKsvg@mail.gmail.com>
 <CAEzU4Uw2fuf1UnG9PMdD4evh05dezq3VjELxgcr-gfXJUFm+qA@mail.gmail.com>
 <CAOLfK3WYRqrO_nRGdiZMNG0nebfQgza-bk20derBV4yu38-Zmw@mail.gmail.com>
 <CAEzU4UyixTck5639G0Z1b5m4bTP8etzGu9SZvjmUUiBGxwWDSg@mail.gmail.com>
Message-ID: <CAEzU4UyjfXGBx4EOQywPym0zBzi=8H6xdckr2n1ZWof=BzAN+g@mail.gmail.com>

Hi,

Did you check my apache configuration?

Regards,

On Tue, Nov 17, 2015 at 3:59 PM, Gerald Jimenez <gejimene at gmail.com> wrote:

> This is my apache config for rt:
>
> #<VirtualHost *:80>
>         AddDefaultCharset UTF-8
>
>         ScriptAlias /rt /opt/rt4/sbin/rt-server.fcgi/
>
>         DocumentRoot "/opt/rt4/share/html"
>         <Location /rt>
>             <IfVersion >= 2.4>
>                 Require all granted
>                 Options +ExecCGI
>                 AddHandler fcgid-script fcgi
>             </IfVersion>
>             <IfVersion < 2.4>
>                 Order allow,deny
>                 Allow from all
>             </IfVersion>
>
>             Options +ExecCGI
>             AddHandler fcgid-script fcgi
>         </Location>
> #</VirtualHost>
>
>
>
> On Tue, Nov 17, 2015 at 3:52 PM, Matt Zagrabelny <mzagrabe at d.umn.edu>
> wrote:
>
>> On Tue, Nov 17, 2015 at 2:47 PM, Gerald Jimenez <gejimene at gmail.com>
>> wrote:
>> > I am using fastcgi
>>
>> Okay. What about your web server?
>>
>> What do your (web server) configs look like?
>>
>> Can you write a super lightweight cgi that can load your Data::UUID
>> module?
>>
>> -m
>>
>
>
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From mzagrabe at d.umn.edu  Thu Nov 19 11:50:12 2015
From: mzagrabe at d.umn.edu (Matt Zagrabelny)
Date: Thu, 19 Nov 2015 10:50:12 -0600
Subject: [rt-users] Fwd: Request tracker
In-Reply-To: <CAEzU4UyjfXGBx4EOQywPym0zBzi=8H6xdckr2n1ZWof=BzAN+g@mail.gmail.com>
References: <CAEzU4UxATrnQvKccDQajnO9jzcgsoq3ZsqR5SLTr9R_Q+f+BWg@mail.gmail.com>
 <CAEzU4UxaK9jv_rayV1yR1ReYwhsRtsx5FH3L3OVkZBpKPwhdqg@mail.gmail.com>
 <CAOLfK3U2192yqGNTPEoQ5mTRY4ajV1krMSYWi=7ZDgCjktS_uQ@mail.gmail.com>
 <CAEzU4UxV2Mx7FS0Hxi2-eOXoZnVBdBmKWteMUg1v8fZvQZdfcw@mail.gmail.com>
 <CAEzU4UwY2b83vdaSJWrGJshOiUk5cj7t2yvcc36-pBxPw4BsMQ@mail.gmail.com>
 <CAOLfK3Ug=5zENS_23FnwqXkPSLRSMsRt35g-zS5BGLKHmpKsvg@mail.gmail.com>
 <CAEzU4Uw2fuf1UnG9PMdD4evh05dezq3VjELxgcr-gfXJUFm+qA@mail.gmail.com>
 <CAOLfK3WYRqrO_nRGdiZMNG0nebfQgza-bk20derBV4yu38-Zmw@mail.gmail.com>
 <CAEzU4UyixTck5639G0Z1b5m4bTP8etzGu9SZvjmUUiBGxwWDSg@mail.gmail.com>
 <CAEzU4UyjfXGBx4EOQywPym0zBzi=8H6xdckr2n1ZWof=BzAN+g@mail.gmail.com>
Message-ID: <CAOLfK3XXa7dnuhCqwVjCHX__OnBjs-p1vu+JrJTM5To92nfUsw@mail.gmail.com>

On Thu, Nov 19, 2015 at 10:22 AM, Gerald Jimenez <gejimene at gmail.com> wrote:
> Hi,
>
> Did you check my apache configuration?

Sorry - I haven't. I would try making a perl CGI that mimics the RT
fastcgi and see if you can load the module in question.

-m


From bparish at cognex.com  Thu Nov 19 12:20:55 2015
From: bparish at cognex.com (Parish, Brent)
Date: Thu, 19 Nov 2015 17:20:55 +0000
Subject: [rt-users] Fwd: Request tracker
In-Reply-To: <CAOLfK3U2192yqGNTPEoQ5mTRY4ajV1krMSYWi=7ZDgCjktS_uQ@mail.gmail.com>
References: <CAEzU4UxATrnQvKccDQajnO9jzcgsoq3ZsqR5SLTr9R_Q+f+BWg@mail.gmail.com>
 <CAEzU4UxaK9jv_rayV1yR1ReYwhsRtsx5FH3L3OVkZBpKPwhdqg@mail.gmail.com>
 <CAOLfK3U2192yqGNTPEoQ5mTRY4ajV1krMSYWi=7ZDgCjktS_uQ@mail.gmail.com>
Message-ID: <587b4e7c351a4c46abaec0ac0f02c68a@USNAEXCP1.pc.cognex.com>

I don't have any super advice here, just throwing out some ideas in case it helps.

I don't see Data::UUID in the Perl requirements for RT?
It looks instead to be something needed by Apache, for ModPerl or FCGI?

Tough to say without being on the system, but from what I understand it's not missing Data::UUID itself, but rather an object associated with it (e.g. shared object, etc)?
That can happen if you copied over any of the libs instead of installing them?

I wonder what might happen if you do a 'forced' full re-install of Data::UUID?
Or maybe there are some leftover pointers to an older version of the shared objects?
e.g. If Apache was copied over and not upgraded, etc

Did you get that error from the Apache logs and are they cranked up to debug level?
Are there other error lines nearby in the log(s) that might have more details?

- Brent


-----Original Message-----
From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Matt Zagrabelny
Sent: Monday, November 16, 2015 11:39 AM
To: Gerald Jimenez
Cc: rt-users
Subject: Re: [rt-users] Fwd: Request tracker

On Mon, Nov 16, 2015 at 10:36 AM, Gerald Jimenez <gejimene at gmail.com> wrote:
>
> Hi,
>
> I have request tracker installed on a centos 6 server but now I need 
> to update my server to centos 7.
> I have tried to install request tracker 4.2 to my centos 7 server but 
> after sucessfully finished the installation the web page of rt doesnt 
> load and I got this error "Can't locate loadable object for module Data::UUID in @INC".

Do you have that module installed?

-m

From gejimene at gmail.com  Thu Nov 19 12:31:04 2015
From: gejimene at gmail.com (Gerald Jimenez)
Date: Thu, 19 Nov 2015 12:31:04 -0500
Subject: [rt-users] Fwd: Request tracker
In-Reply-To: <587b4e7c351a4c46abaec0ac0f02c68a@USNAEXCP1.pc.cognex.com>
References: <CAEzU4UxATrnQvKccDQajnO9jzcgsoq3ZsqR5SLTr9R_Q+f+BWg@mail.gmail.com>
 <CAEzU4UxaK9jv_rayV1yR1ReYwhsRtsx5FH3L3OVkZBpKPwhdqg@mail.gmail.com>
 <CAOLfK3U2192yqGNTPEoQ5mTRY4ajV1krMSYWi=7ZDgCjktS_uQ@mail.gmail.com>
 <587b4e7c351a4c46abaec0ac0f02c68a@USNAEXCP1.pc.cognex.com>
Message-ID: <CAEzU4Uw2ze3Ky6D9J=-R5VbsjHTrnc5KxiyJhjGGnx-iDoEHcg@mail.gmail.com>

I installed a fresh version of apache on a new centos 7, after the error I
manually  installed the  Data::UUID module from yum and after that from
source but I got the same error.

This is the rt.log using debug:

Tue Nov 10 12:56:53.844353 2015] [core:notice] [pid 5852] AH00094: Command
line: '/usr/sbin/httpd -D FOREGROUND'
[5886] [Tue Nov 10 17:57:03 2015] [critical]: Can't locate loadable object
for module Data::UUID in @INC (@INC contains: /opt/rt4/sbin/../local/lib
/opt/rt4/sbin/../lib /usr/local/lib64/perl5 /usr/local/share/perl5
/usr/lib64/perl5/vendor_perl /usr/share/perl5/vendor_perl /usr/lib64/perl5
/usr/share/perl5 .) at /usr/local/lib64/perl5/Data/GUID.pm line 10.
Compilation failed in require at /usr/local/lib64/perl5/Data/GUID.pm line
10.
BEGIN failed--compilation aborted at /usr/local/lib64/perl5/Data/GUID.pm
line 10.



On Thu, Nov 19, 2015 at 12:20 PM, Parish, Brent <bparish at cognex.com> wrote:

> I don't have any super advice here, just throwing out some ideas in case
> it helps.
>
> I don't see Data::UUID in the Perl requirements for RT?
> It looks instead to be something needed by Apache, for ModPerl or FCGI?
>
> Tough to say without being on the system, but from what I understand it's
> not missing Data::UUID itself, but rather an object associated with it
> (e.g. shared object, etc)?
> That can happen if you copied over any of the libs instead of installing
> them?
>
> I wonder what might happen if you do a 'forced' full re-install of
> Data::UUID?
> Or maybe there are some leftover pointers to an older version of the
> shared objects?
> e.g. If Apache was copied over and not upgraded, etc
>
> Did you get that error from the Apache logs and are they cranked up to
> debug level?
> Are there other error lines nearby in the log(s) that might have more
> details?
>
> - Brent
>
>
> -----Original Message-----
> From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On
> Behalf Of Matt Zagrabelny
> Sent: Monday, November 16, 2015 11:39 AM
> To: Gerald Jimenez
> Cc: rt-users
> Subject: Re: [rt-users] Fwd: Request tracker
>
> On Mon, Nov 16, 2015 at 10:36 AM, Gerald Jimenez <gejimene at gmail.com>
> wrote:
> >
> > Hi,
> >
> > I have request tracker installed on a centos 6 server but now I need
> > to update my server to centos 7.
> > I have tried to install request tracker 4.2 to my centos 7 server but
> > after sucessfully finished the installation the web page of rt doesnt
> > load and I got this error "Can't locate loadable object for module
> Data::UUID in @INC".
>
> Do you have that module installed?
>
> -m
>
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From bparish at cognex.com  Thu Nov 19 13:05:18 2015
From: bparish at cognex.com (Parish, Brent)
Date: Thu, 19 Nov 2015 18:05:18 +0000
Subject: [rt-users] Fwd: Request tracker
In-Reply-To: <CAEzU4Uw2ze3Ky6D9J=-R5VbsjHTrnc5KxiyJhjGGnx-iDoEHcg@mail.gmail.com>
References: <CAEzU4UxATrnQvKccDQajnO9jzcgsoq3ZsqR5SLTr9R_Q+f+BWg@mail.gmail.com>
 <CAEzU4UxaK9jv_rayV1yR1ReYwhsRtsx5FH3L3OVkZBpKPwhdqg@mail.gmail.com>
 <CAOLfK3U2192yqGNTPEoQ5mTRY4ajV1krMSYWi=7ZDgCjktS_uQ@mail.gmail.com>
 <587b4e7c351a4c46abaec0ac0f02c68a@USNAEXCP1.pc.cognex.com>
 <CAEzU4Uw2ze3Ky6D9J=-R5VbsjHTrnc5KxiyJhjGGnx-iDoEHcg@mail.gmail.com>
Message-ID: <aae03468144146759cf29cf6a8490af6@USNAEXCP1.pc.cognex.com>

Ah, my mistake!
RT does require Data::GUID, which then requires Data::UUID.
I didn?t realize that until I saw your log where the load fails in GUID.pm line 10 (trying to load UUID).

And the UUID example script works for you, right?

#!/usr/bin/perl
use strict;
use warnings;
require Data::UUID;
my $ug = Data::UUID->new;
print $ug->create_from_name_str('NameSpace_URL', "www.mycompany.com");
print "\n";




From: Gerald Jimenez [mailto:gejimene at gmail.com]
Sent: Thursday, November 19, 2015 12:31 PM
To: Parish, Brent
Cc: rt-users
Subject: Re: [rt-users] Fwd: Request tracker

I installed a fresh version of apache on a new centos 7, after the error I manually  installed the  Data::UUID module from yum and after that from source but I got the same error.

This is the rt.log using debug:

Tue Nov 10 12:56:53.844353 2015] [core:notice] [pid 5852] AH00094: Command line: '/usr/sbin/httpd -D FOREGROUND'
[5886] [Tue Nov 10 17:57:03 2015] [critical]: Can't locate loadable object for module Data::UUID in @INC (@INC contains: /opt/rt4/sbin/../local/lib /opt/rt4/sbin/../lib /usr/local/lib64/perl5 /usr/local/share/perl5 /usr/lib64/perl5/vendor_perl /usr/share/perl5/vendor_perl /usr/lib64/perl5 /usr/share/perl5 .) at /usr/local/lib64/perl5/Data/GUID.pm line 10.
Compilation failed in require at /usr/local/lib64/perl5/Data/GUID.pm line 10.
BEGIN failed--compilation aborted at /usr/local/lib64/perl5/Data/GUID.pm line 10.



On Thu, Nov 19, 2015 at 12:20 PM, Parish, Brent <bparish at cognex.com<mailto:bparish at cognex.com>> wrote:
I don't have any super advice here, just throwing out some ideas in case it helps.

I don't see Data::UUID in the Perl requirements for RT?
It looks instead to be something needed by Apache, for ModPerl or FCGI?

Tough to say without being on the system, but from what I understand it's not missing Data::UUID itself, but rather an object associated with it (e.g. shared object, etc)?
That can happen if you copied over any of the libs instead of installing them?

I wonder what might happen if you do a 'forced' full re-install of Data::UUID?
Or maybe there are some leftover pointers to an older version of the shared objects?
e.g. If Apache was copied over and not upgraded, etc

Did you get that error from the Apache logs and are they cranked up to debug level?
Are there other error lines nearby in the log(s) that might have more details?

- Brent


-----Original Message-----
From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com<mailto:rt-users-bounces at lists.bestpractical.com>] On Behalf Of Matt Zagrabelny
Sent: Monday, November 16, 2015 11:39 AM
To: Gerald Jimenez
Cc: rt-users
Subject: Re: [rt-users] Fwd: Request tracker

On Mon, Nov 16, 2015 at 10:36 AM, Gerald Jimenez <gejimene at gmail.com<mailto:gejimene at gmail.com>> wrote:
>
> Hi,
>
> I have request tracker installed on a centos 6 server but now I need
> to update my server to centos 7.
> I have tried to install request tracker 4.2 to my centos 7 server but
> after sucessfully finished the installation the web page of rt doesnt
> load and I got this error "Can't locate loadable object for module Data::UUID in @INC".

Do you have that module installed?

-m

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From gejimene at gmail.com  Thu Nov 19 14:58:43 2015
From: gejimene at gmail.com (Gerald Jimenez)
Date: Thu, 19 Nov 2015 14:58:43 -0500
Subject: [rt-users] Fwd: Request tracker
In-Reply-To: <aae03468144146759cf29cf6a8490af6@USNAEXCP1.pc.cognex.com>
References: <CAEzU4UxATrnQvKccDQajnO9jzcgsoq3ZsqR5SLTr9R_Q+f+BWg@mail.gmail.com>
 <CAEzU4UxaK9jv_rayV1yR1ReYwhsRtsx5FH3L3OVkZBpKPwhdqg@mail.gmail.com>
 <CAOLfK3U2192yqGNTPEoQ5mTRY4ajV1krMSYWi=7ZDgCjktS_uQ@mail.gmail.com>
 <587b4e7c351a4c46abaec0ac0f02c68a@USNAEXCP1.pc.cognex.com>
 <CAEzU4Uw2ze3Ky6D9J=-R5VbsjHTrnc5KxiyJhjGGnx-iDoEHcg@mail.gmail.com>
 <aae03468144146759cf29cf6a8490af6@USNAEXCP1.pc.cognex.com>
Message-ID: <CAEzU4UxnNYbd6SpcvRkeqJ6weKKiuSwrq=pMAC7EC_n7EahqCw@mail.gmail.com>

I tested the UUID example script and it worked.

It looks like that for some reason GUID can?t locate or use UUID.
Line 10 of /usr/local/lib64/perl5/Data/GUID.pm  is:    use Data::UUID 1.148;
I even deleted my UUID latest version 1.221 and installed version 1.148 but
it didnt worked either.

Regards,




On Thu, Nov 19, 2015 at 1:05 PM, Parish, Brent <bparish at cognex.com> wrote:

> Ah, my mistake!
>
> RT does require Data::GUID, which then requires Data::UUID.
>
> I didn?t realize that until I saw your log where the load fails in GUID.pm
> line 10 (trying to load UUID).
>
>
>
> And the UUID example script works for you, right?
>
>
>
> #!/usr/bin/perl
>
> use strict;
>
> use warnings;
>
> require Data::UUID;
>
> my $ug = Data::UUID->new;
>
> print $ug->create_from_name_str('NameSpace_URL', "www.mycompany.com");
>
> print "\n";
>
>
>
>
>
>
>
>
>
> *From:* Gerald Jimenez [mailto:gejimene at gmail.com]
> *Sent:* Thursday, November 19, 2015 12:31 PM
> *To:* Parish, Brent
>
> *Cc:* rt-users
> *Subject:* Re: [rt-users] Fwd: Request tracker
>
>
>
> I installed a fresh version of apache on a new centos 7, after the error I
> manually  installed the  Data::UUID module from yum and after that from
> source but I got the same error.
>
>
>
> This is the rt.log using debug:
>
>
>
> Tue Nov 10 12:56:53.844353 2015] [core:notice] [pid 5852] AH00094: Command
> line: '/usr/sbin/httpd -D FOREGROUND'
>
> [5886] [Tue Nov 10 17:57:03 2015] [critical]: Can't locate loadable object
> for module Data::UUID in @INC (@INC contains: /opt/rt4/sbin/../local/lib
> /opt/rt4/sbin/../lib /usr/local/lib64/perl5 /usr/local/share/perl5
> /usr/lib64/perl5/vendor_perl /usr/share/perl5/vendor_perl /usr/lib64/perl5
> /usr/share/perl5 .) at /usr/local/lib64/perl5/Data/GUID.pm line 10.
>
> Compilation failed in require at /usr/local/lib64/perl5/Data/GUID.pm line
> 10.
>
> BEGIN failed--compilation aborted at /usr/local/lib64/perl5/Data/GUID.pm
> line 10.
>
>
>
>
>
>
>
> On Thu, Nov 19, 2015 at 12:20 PM, Parish, Brent <bparish at cognex.com>
> wrote:
>
> I don't have any super advice here, just throwing out some ideas in case
> it helps.
>
> I don't see Data::UUID in the Perl requirements for RT?
> It looks instead to be something needed by Apache, for ModPerl or FCGI?
>
> Tough to say without being on the system, but from what I understand it's
> not missing Data::UUID itself, but rather an object associated with it
> (e.g. shared object, etc)?
> That can happen if you copied over any of the libs instead of installing
> them?
>
> I wonder what might happen if you do a 'forced' full re-install of
> Data::UUID?
> Or maybe there are some leftover pointers to an older version of the
> shared objects?
> e.g. If Apache was copied over and not upgraded, etc
>
> Did you get that error from the Apache logs and are they cranked up to
> debug level?
> Are there other error lines nearby in the log(s) that might have more
> details?
>
> - Brent
>
>
>
> -----Original Message-----
> From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On
> Behalf Of Matt Zagrabelny
> Sent: Monday, November 16, 2015 11:39 AM
> To: Gerald Jimenez
> Cc: rt-users
> Subject: Re: [rt-users] Fwd: Request tracker
>
> On Mon, Nov 16, 2015 at 10:36 AM, Gerald Jimenez <gejimene at gmail.com>
> wrote:
> >
> > Hi,
> >
> > I have request tracker installed on a centos 6 server but now I need
> > to update my server to centos 7.
> > I have tried to install request tracker 4.2 to my centos 7 server but
> > after sucessfully finished the installation the web page of rt doesnt
> > load and I got this error "Can't locate loadable object for module
> Data::UUID in @INC".
>
> Do you have that module installed?
>
> -m
>
>
>
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From wajdi.othmaniyah at gmail.com  Fri Nov 20 05:37:06 2015
From: wajdi.othmaniyah at gmail.com (wajdi)
Date: Fri, 20 Nov 2015 11:37:06 +0100
Subject: [rt-users] RT::Extension::MobileUI +rt-4.2.12
Message-ID: <564ef7d0.c4efc20a.a1e87.ffffdd21@mx.google.com>

Hello,

How can i access to my rt-4.2.12 with mobile interface? With rt-4.0 or
greater we have   <http://search.cpan.org/perldoc?RT::Extension::MobileUI>
RT::Extension::MobileUI but with rt-4.2.12 I don't know.

Please help me

thanks

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From rtusers-20090205 at billmail.scconsult.com  Fri Nov 20 08:54:04 2015
From: rtusers-20090205 at billmail.scconsult.com (Bill Cole)
Date: Fri, 20 Nov 2015 08:54:04 -0500
Subject: [rt-users] :Extension::MobileUI +rt-4.2.12
In-Reply-To: <564ef7d0.c4efc20a.a1e87.ffffdd21@mx.google.com>
References: <564ef7d0.c4efc20a.a1e87.ffffdd21@mx.google.com>
Message-ID: <5FCB14E7-2719-4838-8A25-A97F66E22C4B@billmail.scconsult.com>

On 20 Nov 2015, at 5:37, wajdi wrote:

> Hello,
>
> How can i access to my rt-4.2.12 with mobile interface? With rt-4.0 or
> greater we have   
> <http://search.cpan.org/perldoc?RT::Extension::MobileUI>

Did you read the "DEPRECATED" section of that page?

> RT::Extension::MobileUI but with rt-4.2.12 I don't know.
>
> Please help me


See Also:  
http://blog.bestpractical.com/2011/05/whats-new-in-4-mobile-ui.html

In short: that extension is only for versions BEFORE 4.0, which merged 
it into the RT base. It SHOULD NOT be installed  on any 4.x version.


From rshaker at ARDENCOMPANIES.COM  Fri Nov 20 08:18:27 2015
From: rshaker at ARDENCOMPANIES.COM (Bob Shaker)
Date: Fri, 20 Nov 2015 13:18:27 +0000
Subject: [rt-users] RT::Extension::MobileUI +rt-4.2.12
In-Reply-To: <564ef7d0.c4efc20a.a1e87.ffffdd21@mx.google.com>
References: <564ef7d0.c4efc20a.a1e87.ffffdd21@mx.google.com>
Message-ID: <SN1PR0301MB2046ED39F7131CC373B41918DC1A0@SN1PR0301MB2046.namprd03.prod.outlook.com>

Mobile is natively supported in 4.0 and greater. Just access your RT webpage with a mobile user agent and you should have no problems. You'll find mobile.css in your rt4/share/css folder.

From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of wajdi
Sent: Friday, November 20, 2015 5:37 AM
To: rt-users at lists.bestpractical.com
Cc: rt-users-request at lists.bestpractical.com
Subject: [rt-users] RT::Extension::MobileUI +rt-4.2.12

Hello,
How can i access to my rt-4.2.12 with mobile interface? With rt-4.0 or greater we have  RT::Extension::MobileUI<http://search.cpan.org/perldoc?RT::Extension::MobileUI> but with rt-4.2.12 I don't know.
Please help me
thanks

________________________________

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A Global Company
Celebrating over 50 years of making your life more comfortable!

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From mmcgrath at carthage.edu  Fri Nov 20 12:55:38 2015
From: mmcgrath at carthage.edu (Max McGrath)
Date: Fri, 20 Nov 2015 11:55:38 -0600
Subject: [rt-users] RT 4.4 RC1 Update
Message-ID: <CAH7EN_rWdwZNZK_zUhQhY++QSAkjyswPXy0FrnR3QHW5SS=mkQ@mail.gmail.com>

Hello -

Just tried upgrading from RT 4.2.12 to RT 4.4 RC1 in my test environment to
give you some feedback.  Hopefully this is the proper place to post this:

The upgrade itself wasn't too bad.  I had users with data in the
ExternalAuthId column in the Users table, so once I got past that the
installer went smooth.  After that I tried to restart Apache and I got a
bunch of errors.  It seemed a lot of the errors had to do with the
extensions in my RT_SiteConfig.pm...so I removed them all.  Now I am
getting this:

root at help:/tmp/rt-4.4.0rc1# /etc/init.d/apache2 restart
Syntax error on line 44 of /etc/apache2/sites-enabled/000-default:
Can't locate Scope/Upper.pm in @INC (@INC contains:
/opt/rt4/sbin/../local/lib /opt/rt4/sbin/../lib /etc/perl
/usr/local/lib/perl/5.14.2 /usr/local/share/perl/5.14.2 /usr/lib/perl5
/usr/share/perl5 /usr/lib/perl/5.14 /usr/share/perl/5.14
/usr/local/lib/site_perl . /etc/apache2) at
/opt/rt4/sbin/../lib/RT/Interface/Email.pm line 65.\nBEGIN
failed--compilation aborted at /opt/rt4/sbin/../lib/RT/Interface/Email.pm
line 65.\nCompilation failed in require at /opt/rt4/sbin/../lib/RT/Queue.pm
line 101.\nBEGIN failed--compilation aborted at
/opt/rt4/sbin/../lib/RT/Queue.pm line 101.\nCompilation failed in require
at /opt/rt4/sbin/../lib/RT/Scrip.pm line 72.\nBEGIN failed--compilation
aborted at /opt/rt4/sbin/../lib/RT/Scrip.pm line 72.\nCompilation failed in
require at /opt/rt4/sbin/../lib/RT/Scrips.pm line 74.\nBEGIN
failed--compilation aborted at /opt/rt4/sbin/../lib/RT/Scrips.pm line
74.\nCompilation failed in require at
/opt/rt4/sbin/../lib/RT/Transaction.pm line 82.\nBEGIN failed--compilation
aborted at /opt/rt4/sbin/../lib/RT/Transaction.pm line 82.\nCompilation
failed in require at /opt/rt4/sbin/../lib/RT/Transactions.pm line
74.\nBEGIN failed--compilation aborted at
/opt/rt4/sbin/../lib/RT/Transactions.pm line 74.\nCompilation failed in
require at /opt/rt4/sbin/../lib/RT/Record.pm line 76.\nCompilation failed
in require at (eval 80) line 2.\n\t...propagated at /usr/share/perl/5.14/
base.pm line 93.\nBEGIN failed--compilation aborted at
/opt/rt4/sbin/../lib/RT/User.pm line 71.\nCompilation failed in require at
(eval 79) line 2.\n\t...propagated at /usr/share/perl/5.14/base.pm line
93.\nBEGIN failed--compilation aborted at
/opt/rt4/sbin/../lib/RT/CurrentUser.pm line 94.\nCompilation failed in
require at /opt/rt4/sbin/../lib/RT/Handle.pm line 245.\n
Action 'configtest' failed.
The Apache error log may have more information.
   ...fail!

And here is line 44 from my sites-enabled:

 42     </Location>
 43     <Perl>
 44         use Plack::Handler::Apache2;
 45         Plack::Handler::Apache2->preload("/opt/rt4/sbin/rt-server");
 46     </Perl>


I don't claim to be a Perl or Apache expert, so if I'm missing something
simple -- some help would be appreciated!

Thanks!

Max
--
Max McGrath  <https://www.linkedin.com/pub/max-mcgrath/1b/3a6/a21>
Network Administrator
Carthage College
262-552-5512
mmcgrath at carthage.edu
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From shawn at bestpractical.com  Fri Nov 20 13:02:14 2015
From: shawn at bestpractical.com (Shawn Moore)
Date: Fri, 20 Nov 2015 13:02:14 -0500
Subject: [rt-users] RT 4.4 RC1 Update
In-Reply-To: <CAH7EN_rWdwZNZK_zUhQhY++QSAkjyswPXy0FrnR3QHW5SS=mkQ@mail.gmail.com>
References: <CAH7EN_rWdwZNZK_zUhQhY++QSAkjyswPXy0FrnR3QHW5SS=mkQ@mail.gmail.com>
Message-ID: <etPan.564f6026.f3df6f6.8f1@ecaz.local>


On 2015?11?20? at 12:56:15, Max McGrath (mmcgrath at carthage.edu) wrote:
> Hello -

Hi Max,

> Just tried upgrading from RT 4.2.12 to RT 4.4 RC1 in my test environment to
> give you some feedback. Hopefully this is the proper place to post this:

Thank you for testing the RC! This is a perfectly fine place to discuss it. :-)

> [?] Now I am?getting this: [?]
> Can't locate Scope/Upper.pm in @INC (@INC contains:
> [?]

This is the root of the problem. You?re missing one of the new dependencies in RT, the Perl module Scope::Upper. It looks like RT is declaring that dependency correctly, so this might have just been a fluke. If you run ?make fixdeps? again it should install that module for you.

> I don't claim to be a Perl or Apache expert, so if I'm missing something
> simple -- some help would be appreciated!
>  
> Thanks!
>  
> Max

Thank you :)
Shawn


From mmcgrath at carthage.edu  Fri Nov 20 13:08:09 2015
From: mmcgrath at carthage.edu (Max McGrath)
Date: Fri, 20 Nov 2015 12:08:09 -0600
Subject: [rt-users] RT 4.4 RC1 Update
In-Reply-To: <etPan.564f6026.f3df6f6.8f1@ecaz.local>
References: <CAH7EN_rWdwZNZK_zUhQhY++QSAkjyswPXy0FrnR3QHW5SS=mkQ@mail.gmail.com>
 <etPan.564f6026.f3df6f6.8f1@ecaz.local>
Message-ID: <CAH7EN_oFe3fZHtrbOAJb5Snn3437Ft54PLzFd0V4cvy26VqtHg@mail.gmail.com>

Thanks for the reply Shawn!

When I do make fixdeps I get 'All dependencies have been found'.

Max

--
Max McGrath  <https://www.linkedin.com/pub/max-mcgrath/1b/3a6/a21>
Network Administrator
Carthage College
262-552-5512
mmcgrath at carthage.edu

On Fri, Nov 20, 2015 at 12:02 PM, Shawn Moore <shawn at bestpractical.com>
wrote:

>
> On 2015?11?20? at 12:56:15, Max McGrath (mmcgrath at carthage.edu) wrote:
> > Hello -
>
> Hi Max,
>
> > Just tried upgrading from RT 4.2.12 to RT 4.4 RC1 in my test environment
> to
> > give you some feedback. Hopefully this is the proper place to post this:
>
> Thank you for testing the RC! This is a perfectly fine place to discuss
> it. :-)
>
> > [?] Now I am getting this: [?]
> > Can't locate Scope/Upper.pm in @INC (@INC contains:
> > [?]
>
> This is the root of the problem. You?re missing one of the new
> dependencies in RT, the Perl module Scope::Upper. It looks like RT is
> declaring that dependency correctly, so this might have just been a fluke.
> If you run ?make fixdeps? again it should install that module for you.
>
> > I don't claim to be a Perl or Apache expert, so if I'm missing something
> > simple -- some help would be appreciated!
> >
> > Thanks!
> >
> > Max
>
> Thank you :)
> Shawn
>
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From mmcgrath at carthage.edu  Fri Nov 20 13:15:24 2015
From: mmcgrath at carthage.edu (Max McGrath)
Date: Fri, 20 Nov 2015 12:15:24 -0600
Subject: [rt-users] RT 4.4 RC1 Update
In-Reply-To: <CAH7EN_oFe3fZHtrbOAJb5Snn3437Ft54PLzFd0V4cvy26VqtHg@mail.gmail.com>
References: <CAH7EN_rWdwZNZK_zUhQhY++QSAkjyswPXy0FrnR3QHW5SS=mkQ@mail.gmail.com>
 <etPan.564f6026.f3df6f6.8f1@ecaz.local>
 <CAH7EN_oFe3fZHtrbOAJb5Snn3437Ft54PLzFd0V4cvy26VqtHg@mail.gmail.com>
Message-ID: <CAH7EN_riwZtBvkJS8kf2ObJNfP9nP+CgTS9YzK755yqTPo2+1A@mail.gmail.com>

I also just tried the following.  Again, not an expert, just guessing:

root at help:/tmp/rt-4.4.0rc1# perl -MCPAN -e shell
Terminal does not support AddHistory.

cpan shell -- CPAN exploration and modules installation (v1.960001)
Enter 'h' for help.

cpan[1]> install Scope::Upper
Going to read '/home/administrator/.cpan/Metadata'
  Database was generated on Fri, 20 Nov 2015 11:17:02 GMT
Scope::Upper is up to date (0.28).


--
Max McGrath  <https://www.linkedin.com/pub/max-mcgrath/1b/3a6/a21>
Network Administrator
Carthage College
262-552-5512
mmcgrath at carthage.edu

On Fri, Nov 20, 2015 at 12:08 PM, Max McGrath <mmcgrath at carthage.edu> wrote:

> Thanks for the reply Shawn!
>
> When I do make fixdeps I get 'All dependencies have been found'.
>
> Max
>
> --
> Max McGrath  <https://www.linkedin.com/pub/max-mcgrath/1b/3a6/a21>
> Network Administrator
> Carthage College
> 262-552-5512
> mmcgrath at carthage.edu
>
> On Fri, Nov 20, 2015 at 12:02 PM, Shawn Moore <shawn at bestpractical.com>
> wrote:
>
>>
>> On 2015?11?20? at 12:56:15, Max McGrath (mmcgrath at carthage.edu) wrote:
>> > Hello -
>>
>> Hi Max,
>>
>> > Just tried upgrading from RT 4.2.12 to RT 4.4 RC1 in my test
>> environment to
>> > give you some feedback. Hopefully this is the proper place to post this:
>>
>> Thank you for testing the RC! This is a perfectly fine place to discuss
>> it. :-)
>>
>> > [?] Now I am getting this: [?]
>> > Can't locate Scope/Upper.pm in @INC (@INC contains:
>> > [?]
>>
>> This is the root of the problem. You?re missing one of the new
>> dependencies in RT, the Perl module Scope::Upper. It looks like RT is
>> declaring that dependency correctly, so this might have just been a fluke.
>> If you run ?make fixdeps? again it should install that module for you.
>>
>> > I don't claim to be a Perl or Apache expert, so if I'm missing something
>> > simple -- some help would be appreciated!
>> >
>> > Thanks!
>> >
>> > Max
>>
>> Thank you :)
>> Shawn
>>
>
>
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From mmcgrath at carthage.edu  Fri Nov 20 13:34:14 2015
From: mmcgrath at carthage.edu (Max McGrath)
Date: Fri, 20 Nov 2015 12:34:14 -0600
Subject: [rt-users] RT 4.4 RC1 Update
In-Reply-To: <CAH7EN_riwZtBvkJS8kf2ObJNfP9nP+CgTS9YzK755yqTPo2+1A@mail.gmail.com>
References: <CAH7EN_rWdwZNZK_zUhQhY++QSAkjyswPXy0FrnR3QHW5SS=mkQ@mail.gmail.com>
 <etPan.564f6026.f3df6f6.8f1@ecaz.local>
 <CAH7EN_oFe3fZHtrbOAJb5Snn3437Ft54PLzFd0V4cvy26VqtHg@mail.gmail.com>
 <CAH7EN_riwZtBvkJS8kf2ObJNfP9nP+CgTS9YzK755yqTPo2+1A@mail.gmail.com>
Message-ID: <CAH7EN_oo4oMFP0pnyVHcr1Q4BW7jNdKBkFg=4mdAy0TcMxp65w@mail.gmail.com>

Weird...

I try make testdeps as a different user and now I see the following.  Not
sure why the other user I tried as reported everything as OK:

SOME DEPENDENCIES WERE MISSING.
CORE missing dependencies:
        Scope::Upper ...MISSING
        Data::Page::Pageset ...MISSING
        JavaScript::Minifier::XS ...MISSING
        CSS::Minifier::XS ...MISSING
        HTML::FormatText::WithLinks::AndTables >= 0.06 ...MISSING
        Business::Hours ...MISSING

A make fixdeps has trouble fixing the issues.  So...probably not your
issue.  Something on my end is funky...unless you're willing to help ;)
--
Max McGrath  <https://www.linkedin.com/pub/max-mcgrath/1b/3a6/a21>
Network Administrator
Carthage College
262-552-5512
mmcgrath at carthage.edu

On Fri, Nov 20, 2015 at 12:15 PM, Max McGrath <mmcgrath at carthage.edu> wrote:

> I also just tried the following.  Again, not an expert, just guessing:
>
> root at help:/tmp/rt-4.4.0rc1# perl -MCPAN -e shell
> Terminal does not support AddHistory.
>
> cpan shell -- CPAN exploration and modules installation (v1.960001)
> Enter 'h' for help.
>
> cpan[1]> install Scope::Upper
> Going to read '/home/administrator/.cpan/Metadata'
>   Database was generated on Fri, 20 Nov 2015 11:17:02 GMT
> Scope::Upper is up to date (0.28).
>
>
> --
> Max McGrath  <https://www.linkedin.com/pub/max-mcgrath/1b/3a6/a21>
> Network Administrator
> Carthage College
> 262-552-5512
> mmcgrath at carthage.edu
>
> On Fri, Nov 20, 2015 at 12:08 PM, Max McGrath <mmcgrath at carthage.edu>
> wrote:
>
>> Thanks for the reply Shawn!
>>
>> When I do make fixdeps I get 'All dependencies have been found'.
>>
>> Max
>>
>> --
>> Max McGrath  <https://www.linkedin.com/pub/max-mcgrath/1b/3a6/a21>
>> Network Administrator
>> Carthage College
>> 262-552-5512
>> mmcgrath at carthage.edu
>>
>> On Fri, Nov 20, 2015 at 12:02 PM, Shawn Moore <shawn at bestpractical.com>
>> wrote:
>>
>>>
>>> On 2015?11?20? at 12:56:15, Max McGrath (mmcgrath at carthage.edu) wrote:
>>> > Hello -
>>>
>>> Hi Max,
>>>
>>> > Just tried upgrading from RT 4.2.12 to RT 4.4 RC1 in my test
>>> environment to
>>> > give you some feedback. Hopefully this is the proper place to post
>>> this:
>>>
>>> Thank you for testing the RC! This is a perfectly fine place to discuss
>>> it. :-)
>>>
>>> > [?] Now I am getting this: [?]
>>> > Can't locate Scope/Upper.pm in @INC (@INC contains:
>>> > [?]
>>>
>>> This is the root of the problem. You?re missing one of the new
>>> dependencies in RT, the Perl module Scope::Upper. It looks like RT is
>>> declaring that dependency correctly, so this might have just been a fluke.
>>> If you run ?make fixdeps? again it should install that module for you.
>>>
>>> > I don't claim to be a Perl or Apache expert, so if I'm missing
>>> something
>>> > simple -- some help would be appreciated!
>>> >
>>> > Thanks!
>>> >
>>> > Max
>>>
>>> Thank you :)
>>> Shawn
>>>
>>
>>
>
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From dramage at lsnetworks.net  Fri Nov 20 13:52:52 2015
From: dramage at lsnetworks.net (David Ramage)
Date: Fri, 20 Nov 2015 18:52:52 +0000
Subject: [rt-users] RT 4.4 RC1 Update
In-Reply-To: <CAH7EN_oo4oMFP0pnyVHcr1Q4BW7jNdKBkFg=4mdAy0TcMxp65w@mail.gmail.com>
References: <CAH7EN_rWdwZNZK_zUhQhY++QSAkjyswPXy0FrnR3QHW5SS=mkQ@mail.gmail.com>
 <etPan.564f6026.f3df6f6.8f1@ecaz.local>
 <CAH7EN_oFe3fZHtrbOAJb5Snn3437Ft54PLzFd0V4cvy26VqtHg@mail.gmail.com>
 <CAH7EN_riwZtBvkJS8kf2ObJNfP9nP+CgTS9YzK755yqTPo2+1A@mail.gmail.com>
 <CAH7EN_oo4oMFP0pnyVHcr1Q4BW7jNdKBkFg=4mdAy0TcMxp65w@mail.gmail.com>
Message-ID: <5884e3802c104a968fd638ef8884c2bc@LSN-VM-EX1.LSNetworks.local>

It might be helpful to try installing those modules from CPAN.  You might get some more verbose output about why the install is failing.

From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Max McGrath
Sent: Friday, November 20, 2015 10:34 AM
To: Shawn Moore <shawn at bestpractical.com>
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] RT 4.4 RC1 Update

Weird...

I try make testdeps as a different user and now I see the following.  Not sure why the other user I tried as reported everything as OK:

SOME DEPENDENCIES WERE MISSING.
CORE missing dependencies:
        Scope::Upper ...MISSING
        Data::Page::Pageset ...MISSING
        JavaScript::Minifier::XS ...MISSING
        CSS::Minifier::XS ...MISSING
        HTML::FormatText::WithLinks::AndTables >= 0.06 ...MISSING
        Business::Hours ...MISSING

A make fixdeps has trouble fixing the issues.  So...probably not your issue.  Something on my end is funky...unless you're willing to help ;)
--
Max McGrath [Image removed by sender.] <https://www.linkedin.com/pub/max-mcgrath/1b/3a6/a21>
Network Administrator
Carthage College
262-552-5512
mmcgrath at carthage.edu<mailto:mmcgrath at carthage.edu>

On Fri, Nov 20, 2015 at 12:15 PM, Max McGrath <mmcgrath at carthage.edu<mailto:mmcgrath at carthage.edu>> wrote:
I also just tried the following.  Again, not an expert, just guessing:

root at help:/tmp/rt-4.4.0rc1# perl -MCPAN -e shell
Terminal does not support AddHistory.

cpan shell -- CPAN exploration and modules installation (v1.960001)
Enter 'h' for help.

cpan[1]> install Scope::Upper
Going to read '/home/administrator/.cpan/Metadata'
  Database was generated on Fri, 20 Nov 2015 11:17:02 GMT
Scope::Upper is up to date (0.28).


--
Max McGrath [Image removed by sender.] <https://www.linkedin.com/pub/max-mcgrath/1b/3a6/a21>
Network Administrator
Carthage College
262-552-5512<tel:262-552-5512>
mmcgrath at carthage.edu<mailto:mmcgrath at carthage.edu>

On Fri, Nov 20, 2015 at 12:08 PM, Max McGrath <mmcgrath at carthage.edu<mailto:mmcgrath at carthage.edu>> wrote:
Thanks for the reply Shawn!

When I do make fixdeps I get 'All dependencies have been found'.

Max

--
Max McGrath [Image removed by sender.] <https://www.linkedin.com/pub/max-mcgrath/1b/3a6/a21>
Network Administrator
Carthage College
262-552-5512<tel:262-552-5512>
mmcgrath at carthage.edu<mailto:mmcgrath at carthage.edu>

On Fri, Nov 20, 2015 at 12:02 PM, Shawn Moore <shawn at bestpractical.com<mailto:shawn at bestpractical.com>> wrote:

On 2015?11?20? at 12:56:15, Max McGrath (mmcgrath at carthage.edu<mailto:mmcgrath at carthage.edu>) wrote:
> Hello -

Hi Max,

> Just tried upgrading from RT 4.2.12 to RT 4.4 RC1 in my test environment to
> give you some feedback. Hopefully this is the proper place to post this:

Thank you for testing the RC! This is a perfectly fine place to discuss it. :-)

> [?] Now I am getting this: [?]
> Can't locate Scope/Upper.pm in @INC (@INC contains:
> [?]

This is the root of the problem. You?re missing one of the new dependencies in RT, the Perl module Scope::Upper. It looks like RT is declaring that dependency correctly, so this might have just been a fluke. If you run ?make fixdeps? again it should install that module for you.

> I don't claim to be a Perl or Apache expert, so if I'm missing something
> simple -- some help would be appreciated!
>
> Thanks!
>
> Max

Thank you :)
Shawn



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From bparish at cognex.com  Fri Nov 20 13:55:21 2015
From: bparish at cognex.com (Parish, Brent)
Date: Fri, 20 Nov 2015 18:55:21 +0000
Subject: [rt-users] RT 4.4 RC1 Update
In-Reply-To: <5884e3802c104a968fd638ef8884c2bc@LSN-VM-EX1.LSNetworks.local>
References: <CAH7EN_rWdwZNZK_zUhQhY++QSAkjyswPXy0FrnR3QHW5SS=mkQ@mail.gmail.com>
 <etPan.564f6026.f3df6f6.8f1@ecaz.local>
 <CAH7EN_oFe3fZHtrbOAJb5Snn3437Ft54PLzFd0V4cvy26VqtHg@mail.gmail.com>
 <CAH7EN_riwZtBvkJS8kf2ObJNfP9nP+CgTS9YzK755yqTPo2+1A@mail.gmail.com>
 <CAH7EN_oo4oMFP0pnyVHcr1Q4BW7jNdKBkFg=4mdAy0TcMxp65w@mail.gmail.com>
 <5884e3802c104a968fd638ef8884c2bc@LSN-VM-EX1.LSNetworks.local>
Message-ID: <3c4e7733b86c4d56b407b8ef9cd6d661@USNAEXCP1.pc.cognex.com>

Each user can configure their own Perl repository, so for system-wide module availability I always install (via CPAN) as root.
I suppose you could also do it as the same user that the webserver is running under, but I have not tested that.


From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of David Ramage
Sent: Friday, November 20, 2015 1:53 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] RT 4.4 RC1 Update

It might be helpful to try installing those modules from CPAN.  You might get some more verbose output about why the install is failing.

From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Max McGrath
Sent: Friday, November 20, 2015 10:34 AM
To: Shawn Moore <shawn at bestpractical.com<mailto:shawn at bestpractical.com>>
Cc: rt-users at lists.bestpractical.com<mailto:rt-users at lists.bestpractical.com>
Subject: Re: [rt-users] RT 4.4 RC1 Update

Weird...

I try make testdeps as a different user and now I see the following.  Not sure why the other user I tried as reported everything as OK:

SOME DEPENDENCIES WERE MISSING.
CORE missing dependencies:
        Scope::Upper ...MISSING
        Data::Page::Pageset ...MISSING
        JavaScript::Minifier::XS ...MISSING
        CSS::Minifier::XS ...MISSING
        HTML::FormatText::WithLinks::AndTables >= 0.06 ...MISSING
        Business::Hours ...MISSING

A make fixdeps has trouble fixing the issues.  So...probably not your issue.  Something on my end is funky...unless you're willing to help ;)
--
Max McGrath [Image removed by sender.] <https://urldefense.proofpoint.com/v2/url?u=https-3A__www.linkedin.com_pub_max-2Dmcgrath_1b_3a6_a21&d=CwMGaQ&c=VCWpAYkS3z1bOCIxc-BPGZarCq9MRCAVxZJE051VqH8&r=luSRdPePk6fhFa3rH2PFBzWEtgcJguY0a__6vpfaX-I&m=eK-9LZCtXyuileIzTpz5QUSKCOMf-VABHCRYVHF7R_s&s=W1l2qb8nR2j0JztovXdrbpSHbrpBuGWmubgsWYp1Tuc&e=>
Network Administrator
Carthage College
262-552-5512
mmcgrath at carthage.edu<mailto:mmcgrath at carthage.edu>

On Fri, Nov 20, 2015 at 12:15 PM, Max McGrath <mmcgrath at carthage.edu<mailto:mmcgrath at carthage.edu>> wrote:
I also just tried the following.  Again, not an expert, just guessing:

root at help:/tmp/rt-4.4.0rc1#<mailto:root at help:/tmp/rt-4.4.0rc1#> perl -MCPAN -e shell
Terminal does not support AddHistory.

cpan shell -- CPAN exploration and modules installation (v1.960001)
Enter 'h' for help.

cpan[1]> install Scope::Upper
Going to read '/home/administrator/.cpan/Metadata'
  Database was generated on Fri, 20 Nov 2015 11:17:02 GMT
Scope::Upper is up to date (0.28).


--
Max McGrath [Image removed by sender.] <https://urldefense.proofpoint.com/v2/url?u=https-3A__www.linkedin.com_pub_max-2Dmcgrath_1b_3a6_a21&d=CwMGaQ&c=VCWpAYkS3z1bOCIxc-BPGZarCq9MRCAVxZJE051VqH8&r=luSRdPePk6fhFa3rH2PFBzWEtgcJguY0a__6vpfaX-I&m=eK-9LZCtXyuileIzTpz5QUSKCOMf-VABHCRYVHF7R_s&s=W1l2qb8nR2j0JztovXdrbpSHbrpBuGWmubgsWYp1Tuc&e=>
Network Administrator
Carthage College
262-552-5512<tel:262-552-5512>
mmcgrath at carthage.edu<mailto:mmcgrath at carthage.edu>

On Fri, Nov 20, 2015 at 12:08 PM, Max McGrath <mmcgrath at carthage.edu<mailto:mmcgrath at carthage.edu>> wrote:
Thanks for the reply Shawn!

When I do make fixdeps I get 'All dependencies have been found'.

Max

--
Max McGrath [Image removed by sender.] <https://urldefense.proofpoint.com/v2/url?u=https-3A__www.linkedin.com_pub_max-2Dmcgrath_1b_3a6_a21&d=CwMGaQ&c=VCWpAYkS3z1bOCIxc-BPGZarCq9MRCAVxZJE051VqH8&r=luSRdPePk6fhFa3rH2PFBzWEtgcJguY0a__6vpfaX-I&m=eK-9LZCtXyuileIzTpz5QUSKCOMf-VABHCRYVHF7R_s&s=W1l2qb8nR2j0JztovXdrbpSHbrpBuGWmubgsWYp1Tuc&e=>
Network Administrator
Carthage College
262-552-5512<tel:262-552-5512>
mmcgrath at carthage.edu<mailto:mmcgrath at carthage.edu>

On Fri, Nov 20, 2015 at 12:02 PM, Shawn Moore <shawn at bestpractical.com<mailto:shawn at bestpractical.com>> wrote:

On 2015?11?20? at 12:56:15, Max McGrath (mmcgrath at carthage.edu<mailto:mmcgrath at carthage.edu>) wrote:
> Hello -

Hi Max,

> Just tried upgrading from RT 4.2.12 to RT 4.4 RC1 in my test environment to
> give you some feedback. Hopefully this is the proper place to post this:

Thank you for testing the RC! This is a perfectly fine place to discuss it. :-)

> [?] Now I am getting this: [?]
> Can't locate Scope/Upper.pm in @INC (@INC contains:
> [?]

This is the root of the problem. You?re missing one of the new dependencies in RT, the Perl module Scope::Upper. It looks like RT is declaring that dependency correctly, so this might have just been a fluke. If you run ?make fixdeps? again it should install that module for you.

> I don't claim to be a Perl or Apache expert, so if I'm missing something
> simple -- some help would be appreciated!
>
> Thanks!
>
> Max

Thank you :)
Shawn



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From mmcgrath at carthage.edu  Fri Nov 20 15:43:05 2015
From: mmcgrath at carthage.edu (Max McGrath)
Date: Fri, 20 Nov 2015 14:43:05 -0600
Subject: [rt-users] RT 4.4 RC1 Update
In-Reply-To: <3c4e7733b86c4d56b407b8ef9cd6d661@USNAEXCP1.pc.cognex.com>
References: <CAH7EN_rWdwZNZK_zUhQhY++QSAkjyswPXy0FrnR3QHW5SS=mkQ@mail.gmail.com>
 <etPan.564f6026.f3df6f6.8f1@ecaz.local>
 <CAH7EN_oFe3fZHtrbOAJb5Snn3437Ft54PLzFd0V4cvy26VqtHg@mail.gmail.com>
 <CAH7EN_riwZtBvkJS8kf2ObJNfP9nP+CgTS9YzK755yqTPo2+1A@mail.gmail.com>
 <CAH7EN_oo4oMFP0pnyVHcr1Q4BW7jNdKBkFg=4mdAy0TcMxp65w@mail.gmail.com>
 <5884e3802c104a968fd638ef8884c2bc@LSN-VM-EX1.LSNetworks.local>
 <3c4e7733b86c4d56b407b8ef9cd6d661@USNAEXCP1.pc.cognex.com>
Message-ID: <CAH7EN_o-=4QJj+8UoWAU7XMnHAkQmOOSJ4YWKqm7dMoKrypDfw@mail.gmail.com>

OK.

For those who care I removed the entire CPAN directory and re-created it on
the second user I was trying as.  A *make testdeps* found missing
dependencies and a *make fixdeps* was finally able to install them.  I am
now able to restart Apache and login to RT4.4!

Max

--
Max McGrath  <https://www.linkedin.com/pub/max-mcgrath/1b/3a6/a21>
Network Administrator
Carthage College
262-552-5512
mmcgrath at carthage.edu

On Fri, Nov 20, 2015 at 12:55 PM, Parish, Brent <bparish at cognex.com> wrote:

> Each user can configure their own Perl repository, so for system-wide
> module availability I always install (via CPAN) as root.
>
> I suppose you could also do it as the same user that the webserver is
> running under, but I have not tested that.
>
>
>
>
>
> *From:* rt-users [mailto:rt-users-bounces at lists.bestpractical.com] *On
> Behalf Of *David Ramage
> *Sent:* Friday, November 20, 2015 1:53 PM
> *To:* rt-users at lists.bestpractical.com
>
> *Subject:* Re: [rt-users] RT 4.4 RC1 Update
>
>
>
> It might be helpful to try installing those modules from CPAN.  You might
> get some more verbose output about why the install is failing.
>
>
>
> *From:* rt-users [mailto:rt-users-bounces at lists.bestpractical.com
> <rt-users-bounces at lists.bestpractical.com>] *On Behalf Of *Max McGrath
> *Sent:* Friday, November 20, 2015 10:34 AM
> *To:* Shawn Moore <shawn at bestpractical.com>
> *Cc:* rt-users at lists.bestpractical.com
> *Subject:* Re: [rt-users] RT 4.4 RC1 Update
>
>
>
> Weird...
>
>
>
> I try make testdeps as a different user and now I see the following.  Not
> sure why the other user I tried as reported everything as OK:
>
>
>
> SOME DEPENDENCIES WERE MISSING.
>
> CORE missing dependencies:
>
>         Scope::Upper ...MISSING
>
>         Data::Page::Pageset ...MISSING
>
>         JavaScript::Minifier::XS ...MISSING
>
>         CSS::Minifier::XS ...MISSING
>
>         HTML::FormatText::WithLinks::AndTables >= 0.06 ...MISSING
>
>         Business::Hours ...MISSING
>
>
>
> A make fixdeps has trouble fixing the issues.  So...probably not your
> issue.  Something on my end is funky...unless you're willing to help ;)
>
> --
> Max McGrath [image: Image removed by sender.]
> <https://urldefense.proofpoint.com/v2/url?u=https-3A__www.linkedin.com_pub_max-2Dmcgrath_1b_3a6_a21&d=CwMGaQ&c=VCWpAYkS3z1bOCIxc-BPGZarCq9MRCAVxZJE051VqH8&r=luSRdPePk6fhFa3rH2PFBzWEtgcJguY0a__6vpfaX-I&m=eK-9LZCtXyuileIzTpz5QUSKCOMf-VABHCRYVHF7R_s&s=W1l2qb8nR2j0JztovXdrbpSHbrpBuGWmubgsWYp1Tuc&e=>
> Network Administrator
> Carthage College
> 262-552-5512
> mmcgrath at carthage.edu
>
>
>
> On Fri, Nov 20, 2015 at 12:15 PM, Max McGrath <mmcgrath at carthage.edu>
> wrote:
>
> I also just tried the following.  Again, not an expert, just guessing:
>
>
>
> root at help:/tmp/rt-4.4.0rc1# perl -MCPAN -e shell
>
> Terminal does not support AddHistory.
>
>
>
> cpan shell -- CPAN exploration and modules installation (v1.960001)
>
> Enter 'h' for help.
>
>
>
> cpan[1]> install Scope::Upper
>
> Going to read '/home/administrator/.cpan/Metadata'
>
>   Database was generated on Fri, 20 Nov 2015 11:17:02 GMT
>
> Scope::Upper is up to date (0.28).
>
>
>
>
> --
> Max McGrath [image: Image removed by sender.]
> <https://urldefense.proofpoint.com/v2/url?u=https-3A__www.linkedin.com_pub_max-2Dmcgrath_1b_3a6_a21&d=CwMGaQ&c=VCWpAYkS3z1bOCIxc-BPGZarCq9MRCAVxZJE051VqH8&r=luSRdPePk6fhFa3rH2PFBzWEtgcJguY0a__6vpfaX-I&m=eK-9LZCtXyuileIzTpz5QUSKCOMf-VABHCRYVHF7R_s&s=W1l2qb8nR2j0JztovXdrbpSHbrpBuGWmubgsWYp1Tuc&e=>
> Network Administrator
> Carthage College
> 262-552-5512
> mmcgrath at carthage.edu
>
>
>
> On Fri, Nov 20, 2015 at 12:08 PM, Max McGrath <mmcgrath at carthage.edu>
> wrote:
>
> Thanks for the reply Shawn!
>
>
>
> When I do make fixdeps I get 'All dependencies have been found'.
>
>
>
> Max
>
>
> --
> Max McGrath [image: Image removed by sender.]
> <https://urldefense.proofpoint.com/v2/url?u=https-3A__www.linkedin.com_pub_max-2Dmcgrath_1b_3a6_a21&d=CwMGaQ&c=VCWpAYkS3z1bOCIxc-BPGZarCq9MRCAVxZJE051VqH8&r=luSRdPePk6fhFa3rH2PFBzWEtgcJguY0a__6vpfaX-I&m=eK-9LZCtXyuileIzTpz5QUSKCOMf-VABHCRYVHF7R_s&s=W1l2qb8nR2j0JztovXdrbpSHbrpBuGWmubgsWYp1Tuc&e=>
> Network Administrator
> Carthage College
> 262-552-5512
> mmcgrath at carthage.edu
>
>
>
> On Fri, Nov 20, 2015 at 12:02 PM, Shawn Moore <shawn at bestpractical.com>
> wrote:
>
>
> On 2015?11?20? at 12:56:15, Max McGrath (mmcgrath at carthage.edu) wrote:
> > Hello -
>
> Hi Max,
>
> > Just tried upgrading from RT 4.2.12 to RT 4.4 RC1 in my test environment
> to
> > give you some feedback. Hopefully this is the proper place to post this:
>
> Thank you for testing the RC! This is a perfectly fine place to discuss
> it. :-)
>
> > [?] Now I am getting this: [?]
> > Can't locate Scope/Upper.pm in @INC (@INC contains:
> > [?]
>
> This is the root of the problem. You?re missing one of the new
> dependencies in RT, the Perl module Scope::Upper. It looks like RT is
> declaring that dependency correctly, so this might have just been a fluke.
> If you run ?make fixdeps? again it should install that module for you.
>
> > I don't claim to be a Perl or Apache expert, so if I'm missing something
> > simple -- some help would be appreciated!
> >
> > Thanks!
> >
> > Max
>
> Thank you :)
> Shawn
>
>
>
>
>
>
>
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From rsullivan at peerlessnetwork.com  Fri Nov 20 16:50:34 2015
From: rsullivan at peerlessnetwork.com (Rob Sullivan)
Date: Fri, 20 Nov 2015 21:50:34 +0000
Subject: [rt-users] migrate 3.8.9 to current
Message-ID: <BY2PR08MB17193521C011A29DA38602D7A41A0@BY2PR08MB1719.namprd08.prod.outlook.com>

I have a very old instance of RT running on ancient hardware. I'd like to port it over to a new server and current version. I've got a vanilla install of 4.2.12 on the new server with a mysql database, and I've exported/imported the rt3 database from the old server to the new one. I'm looking for a recommendation on the best way to run through the database upgrade procedure on the new server. 

- shut down apache, change the database name in RT_SiteConfig.pm to rt3? 
- drop vanilla rt4 database and import the rt3 database with name rt4, then run make upgrade-database as one normally would?
- other, much smarter option?

Thanks,

Rob Sullivan
Manager of Systems Engineering
Peerless Network Inc
312-506-0948




From bparish at cognex.com  Fri Nov 20 21:51:05 2015
From: bparish at cognex.com (Parish, Brent)
Date: Sat, 21 Nov 2015 02:51:05 +0000
Subject: [rt-users] migrate 3.8.9 to current
In-Reply-To: <BY2PR08MB17193521C011A29DA38602D7A41A0@BY2PR08MB1719.namprd08.prod.outlook.com>
References: <BY2PR08MB17193521C011A29DA38602D7A41A0@BY2PR08MB1719.namprd08.prod.outlook.com>
Message-ID: <f29957cc5b5b4988a9f382704a8e2b44@USNAEXCP1.pc.cognex.com>

I'm very curious to hear other responses/experiences, but if it were me I would shift the old 3.x onto the new hardware and then go through the upgrade procedures to bring it up to 4.x.
Maybe not necessary(?), but it would make me feel better that the database gets all the required changes made to it.



-----Original Message-----
From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Rob Sullivan
Sent: Friday, November 20, 2015 4:51 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] migrate 3.8.9 to current

I have a very old instance of RT running on ancient hardware. I'd like to port it over to a new server and current version. I've got a vanilla install of 4.2.12 on the new server with a mysql database, and I've exported/imported the rt3 database from the old server to the new one. I'm looking for a recommendation on the best way to run through the database upgrade procedure on the new server. 

- shut down apache, change the database name in RT_SiteConfig.pm to rt3? 
- drop vanilla rt4 database and import the rt3 database with name rt4, then run make upgrade-database as one normally would?
- other, much smarter option?

Thanks,

Rob Sullivan
Manager of Systems Engineering
Peerless Network Inc
312-506-0948




From dwdixon at umich.edu  Mon Nov 23 11:02:05 2015
From: dwdixon at umich.edu (dwdixon)
Date: Mon, 23 Nov 2015 09:02:05 -0700 (MST)
Subject: [rt-users] Trouble/Error with Web deployment httpd/apache/mod_fcgid
Message-ID: <1448294525387-60979.post@n7.nabble.com>

I've installed RT/RT-IR and been using it to test by executing rt-server in
stand alone "mode", however I need to get RT/RT-IR working with httpd/apache
and after looking through all the documentation and being overwhelmed by far
too many options it seems that the best fit for me is to use mod-fcgid.  I'm
running CentOS on httpd/apache 2.4.6 and RT 4.2.12 currently......I've
followed the the documentation here:

https://www.bestpractical.com/docs/rt/4.2/web_deployment.html#mod_fcgid

I've added the FcgidMaxRequestLen & FcgidBusyTimeout settings *see configs
below*....but when I start httpd and attempt to browse to RT in my web
browser I get Internal Server Error 500 and this in the apache/httpd
logs...I'm stuck at this point...I'm not an Apache/httpd configuration
expert especially when modules are involved so I would GREATLY appreciate
any and all help:

****************************************************************************
Can't locate UNIVERSAL/require.pm in @INC (@INC contains:
/opt/rt4/sbin/../local/lib /opt/rt4/sbin/../lib /usr/local/lib64/perl5
/usr/local/share/perl5 /usr/lib64/perl5/vendor_perl
/usr/share/perl5/vendor_perl /usr/lib64/perl5 /usr/share/perl5 .) at
/opt/rt4/sbin/../lib/RT.pm line 60.
BEGIN failed--compilation aborted at /opt/rt4/sbin/../lib/RT.pm line 60.
Compilation failed in require at /opt/rt4/sbin/rt-server.fcgi line 86.
****************************************************************************

**********************************************************************************
# Contents of:  /etc/httpd/conf.d/rt.conf

<VirtualHost rt-ir-dev.xx.xx.xx.edu>
        ### Optional apache logs for RT
        # Ensure that your log rotation scripts know about these files
        # ErrorLog /opt/rt4/var/log/apache_access
        # TransferLog /opt/rt4/var/log/apache_access
        # LogLevel info

        AddDefaultCharset UTF-8

        ScriptAlias / /opt/rt4/sbin/rt-server.fcgi/

        DocumentRoot "/opt/rt4/share/html"
        <Location />

            Require all granted

            Options +ExecCGI
            AddHandler fcgid-script fcgi
        </Location>
</VirtualHost>
*******************************************************************************
# Contents of /etc/httpd/conf.d/fcgid.conf

 # This is the Apache server configuration file for providing FastCGI
support
# through mod_fcgid
#
# Documentation is available at
# http://httpd.apache.org/mod_fcgid/mod/mod_fcgid.html

# Use FastCGI to process .fcg .fcgi & .fpl scripts
AddHandler fcgid-script fcg fcgi fpl

# Sane place to put sockets and shared memory file
FcgidIPCDir /run/mod_fcgid
FcgidProcessTableFile /run/mod_fcgid/fcgid_shm

# Increase maximum request size per RT/RT-IR docs: 
# https://www.bestpractical.com/docs/rt/4.2/web_deployment.html#mod_fcgid
# *- added by me*

FcgidMaxRequestLen 1073741824

# Increase script execution timeout duration *- added by me*
FcgidBusyTimeout 600
***************************************************************************

Thank you!

-Drew





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From gejimene at gmail.com  Mon Nov 23 11:46:02 2015
From: gejimene at gmail.com (Gerald Jimenez)
Date: Mon, 23 Nov 2015 11:46:02 -0500
Subject: [rt-users] Trouble/Error with Web deployment
	httpd/apache/mod_fcgid
In-Reply-To: <1448294525387-60979.post@n7.nabble.com>
References: <1448294525387-60979.post@n7.nabble.com>
Message-ID: <CAEzU4UwBBE=DZkP8OVACeKsDSGyKrNwohujX0DgtrqYKQoQpiw@mail.gmail.com>

I have the exact same problem with centos 7



On Mon, Nov 23, 2015 at 11:02 AM, dwdixon <dwdixon at umich.edu> wrote:

> I've installed RT/RT-IR and been using it to test by executing rt-server in
> stand alone "mode", however I need to get RT/RT-IR working with
> httpd/apache
> and after looking through all the documentation and being overwhelmed by
> far
> too many options it seems that the best fit for me is to use mod-fcgid.
> I'm
> running CentOS on httpd/apache 2.4.6 and RT 4.2.12 currently......I've
> followed the the documentation here:
>
> https://www.bestpractical.com/docs/rt/4.2/web_deployment.html#mod_fcgid
>
> I've added the FcgidMaxRequestLen & FcgidBusyTimeout settings *see configs
> below*....but when I start httpd and attempt to browse to RT in my web
> browser I get Internal Server Error 500 and this in the apache/httpd
> logs...I'm stuck at this point...I'm not an Apache/httpd configuration
> expert especially when modules are involved so I would GREATLY appreciate
> any and all help:
>
>
> ****************************************************************************
> Can't locate UNIVERSAL/require.pm in @INC (@INC contains:
> /opt/rt4/sbin/../local/lib /opt/rt4/sbin/../lib /usr/local/lib64/perl5
> /usr/local/share/perl5 /usr/lib64/perl5/vendor_perl
> /usr/share/perl5/vendor_perl /usr/lib64/perl5 /usr/share/perl5 .) at
> /opt/rt4/sbin/../lib/RT.pm line 60.
> BEGIN failed--compilation aborted at /opt/rt4/sbin/../lib/RT.pm line 60.
> Compilation failed in require at /opt/rt4/sbin/rt-server.fcgi line 86.
>
> ****************************************************************************
>
>
> **********************************************************************************
> # Contents of:  /etc/httpd/conf.d/rt.conf
>
> <VirtualHost rt-ir-dev.xx.xx.xx.edu>
>         ### Optional apache logs for RT
>         # Ensure that your log rotation scripts know about these files
>         # ErrorLog /opt/rt4/var/log/apache_access
>         # TransferLog /opt/rt4/var/log/apache_access
>         # LogLevel info
>
>         AddDefaultCharset UTF-8
>
>         ScriptAlias / /opt/rt4/sbin/rt-server.fcgi/
>
>         DocumentRoot "/opt/rt4/share/html"
>         <Location />
>
>             Require all granted
>
>             Options +ExecCGI
>             AddHandler fcgid-script fcgi
>         </Location>
> </VirtualHost>
>
> *******************************************************************************
> # Contents of /etc/httpd/conf.d/fcgid.conf
>
>  # This is the Apache server configuration file for providing FastCGI
> support
> # through mod_fcgid
> #
> # Documentation is available at
> # http://httpd.apache.org/mod_fcgid/mod/mod_fcgid.html
>
> # Use FastCGI to process .fcg .fcgi & .fpl scripts
> AddHandler fcgid-script fcg fcgi fpl
>
> # Sane place to put sockets and shared memory file
> FcgidIPCDir /run/mod_fcgid
> FcgidProcessTableFile /run/mod_fcgid/fcgid_shm
>
> # Increase maximum request size per RT/RT-IR docs:
> # https://www.bestpractical.com/docs/rt/4.2/web_deployment.html#mod_fcgid
> # *- added by me*
>
> FcgidMaxRequestLen 1073741824
>
> # Increase script execution timeout duration *- added by me*
> FcgidBusyTimeout 600
> ***************************************************************************
>
> Thank you!
>
> -Drew
>
>
>
>
>
> --
> View this message in context:
> http://requesttracker.8502.n7.nabble.com/Trouble-Error-with-Web-deployment-httpd-apache-mod-fcgid-tp60979.html
> Sent from the Request Tracker - User mailing list archive at Nabble.com.
>
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From dwdixon at umich.edu  Mon Nov 23 11:07:09 2015
From: dwdixon at umich.edu (dwdixon)
Date: Mon, 23 Nov 2015 09:07:09 -0700 (MST)
Subject: [rt-users] Trouble/Error with Web deployment
	httpd/apache/mod_fcgid
In-Reply-To: <CAEzU4UwBBE=DZkP8OVACeKsDSGyKrNwohujX0DgtrqYKQoQpiw@mail.gmail.com>
References: <1448294525387-60979.post@n7.nabble.com>
 <CAEzU4UwBBE=DZkP8OVACeKsDSGyKrNwohujX0DgtrqYKQoQpiw@mail.gmail.com>
Message-ID: <1448294829556-60981.post@n7.nabble.com>

Hi Gerald....I can confirm I am also running this on CentOS 7....maybe that
was a mistake or maybe someone can help us out with getting this
resolved...I certainly hope the latter is the case!  Thanks in advance to
anyone who can help us out here...



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From Daniel.Schwager at dtnet.de  Mon Nov 23 11:59:51 2015
From: Daniel.Schwager at dtnet.de (Daniel Schwager)
Date: Mon, 23 Nov 2015 16:59:51 +0000
Subject: [rt-users] Trouble/Error with Web
	deployment	httpd/apache/mod_fcgid
In-Reply-To: <1448294829556-60981.post@n7.nabble.com>
References: <1448294525387-60979.post@n7.nabble.com>
 <CAEzU4UwBBE=DZkP8OVACeKsDSGyKrNwohujX0DgtrqYKQoQpiw@mail.gmail.com>
 <1448294829556-60981.post@n7.nabble.com>
Message-ID: <5C4B841CCF894A4CBD8B13E25E2A575F236EE771@exchange2.dtnet.de>

Hi,

maybe you will try to use a separate perl installation? 

https://www.bestpractical.com/docs/rt/4.2.12/rt_perl.html


    #  http://www.cpan.org/src/README.html
    mkdir -p /opt/perl-5.18.4/src
    cd /opt/perl-5.18.4/src
    wget http://www.cpan.org/src/5.0/perl-5.18.4.tar.bz2
    tar -xjf perl-5.18.4.tar.bz2
    cd perl-5.18.4
    CFLAGS='-m64 -mtune=nocona' ./Configure -Dprefix=/opt/perl-5.18.4 -Dusethreads -des -Accflags=-fPIC

    make -j8 install

    ln -sf /opt/perl-5.18.4/ /opt/perl

    emacs -nw /etc/profile
            # perl
            PATH=/opt/perl/bin:$PATH
            export PATH

	# Vereinfachungen 
	    # Installieren von perl modulen OHNE dauerndes "yes" ...
	    # http://stackoverflow.com/questions/898782/how-do-i-tell-cpan-to-install-all-dependencies
	    # z.B. durch PERL_MM_USE_DEFAULT=1 perl -MCPAN -e 'install XML::LibXML'
	    # oder cpanm:
	    curl -L http://cpanmin.us | /opt/perl/bin/perl - --sudo App::cpanminus


export RT_FIX_DEPS_CMD=/opt/perl/bin/cpanm
... go on with the RT installation.

best regards
Danny

P.S.: mod_perl could be a problem - maybe you should use fastcgi instead.


> -----Original Message-----
> From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of dwdixon
> Sent: Monday, November 23, 2015 5:07 PM
> To: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Trouble/Error with Web deployment httpd/apache/mod_fcgid
> 
> Hi Gerald....I can confirm I am also running this on CentOS 7....maybe that
> was a mistake or maybe someone can help us out with getting this
> resolved...I certainly hope the latter is the case!  Thanks in advance to
> anyone who can help us out here...
> 
> 
> 
> --
> View this message in context: http://requesttracker.8502.n7.nabble.com/Trouble-Error-with-Web-
> deployment-httpd-apache-mod-fcgid-tp60979p60981.html
> Sent from the Request Tracker - User mailing list archive at Nabble.com.
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From jmates at uw.edu  Mon Nov 23 12:04:27 2015
From: jmates at uw.edu (Jeremy Mates)
Date: Mon, 23 Nov 2015 17:04:27 +0000
Subject: [rt-users] Trouble/Error with Web deployment
 httpd/apache/mod_fcgid
In-Reply-To: <5C4B841CCF894A4CBD8B13E25E2A575F236EE771@exchange2.dtnet.de>
References: <1448294525387-60979.post@n7.nabble.com>
 <CAEzU4UwBBE=DZkP8OVACeKsDSGyKrNwohujX0DgtrqYKQoQpiw@mail.gmail.com>
 <1448294829556-60981.post@n7.nabble.com>
 <5C4B841CCF894A4CBD8B13E25E2A575F236EE771@exchange2.dtnet.de>
Message-ID: <20151123170427.GH25@valen.ee.washington.edu>

* Daniel Schwager <Daniel.Schwager at dtnet.de>
>     mkdir -p /opt/perl-5.18.4/src
>     cd /opt/perl-5.18.4/src
>     wget http://www.cpan.org/src/5.0/perl-5.18.4.tar.bz2
>     tar -xjf perl-5.18.4.tar.bz2
>     cd perl-5.18.4
>     CFLAGS='-m64 -mtune=nocona' ./Configure -Dprefix=/opt/perl-5.18.4 -Dusethreads -des -Accflags=-fPIC
>     ...

Perl::Build might simplify some of these steps -

https://metacpan.org/pod/Perl::Build


From Daniel.Schwager at dtnet.de  Mon Nov 23 12:18:05 2015
From: Daniel.Schwager at dtnet.de (Daniel Schwager)
Date: Mon, 23 Nov 2015 17:18:05 +0000
Subject: [rt-users] Trouble/Error with Web deployment
 httpd/apache/mod_fcgid
In-Reply-To: <20151123170427.GH25@valen.ee.washington.edu>
References: <1448294525387-60979.post@n7.nabble.com>
 <CAEzU4UwBBE=DZkP8OVACeKsDSGyKrNwohujX0DgtrqYKQoQpiw@mail.gmail.com>
 <1448294829556-60981.post@n7.nabble.com>
 <5C4B841CCF894A4CBD8B13E25E2A575F236EE771@exchange2.dtnet.de>
 <20151123170427.GH25@valen.ee.washington.edu>
Message-ID: <5C4B841CCF894A4CBD8B13E25E2A575F236EED4F@exchange2.dtnet.de>

> Perl::Build might simplify some of these steps -
> https://metacpan.org/pod/Perl::Build

Cool! - didn't know this way..

Thx
Danny

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From dwdixon at umich.edu  Mon Nov 23 11:57:40 2015
From: dwdixon at umich.edu (dwdixon)
Date: Mon, 23 Nov 2015 09:57:40 -0700 (MST)
Subject: [rt-users] Trouble/Error with Web
	deployment	httpd/apache/mod_fcgid
In-Reply-To: <5C4B841CCF894A4CBD8B13E25E2A575F236EE771@exchange2.dtnet.de>
References: <1448294525387-60979.post@n7.nabble.com>
 <CAEzU4UwBBE=DZkP8OVACeKsDSGyKrNwohujX0DgtrqYKQoQpiw@mail.gmail.com>
 <1448294829556-60981.post@n7.nabble.com>
 <5C4B841CCF894A4CBD8B13E25E2A575F236EE771@exchange2.dtnet.de>
Message-ID: <1448297860799-60985.post@n7.nabble.com>

I should also add I'm not a perl expert either, but from what I understand I
am using fastcgi am I not?  This all seems a lot more complex than I was
hoping, I greatly appreciate the suggestions and help but I don't know that
I want use a totally separate perl installation unless absolutely
necessary...

What made you suggest that mod_perl is the problem and how can I test that
out?

I'm currently running this version of perl:
******************************************************************
Name        : perl
Arch        : x86_64
Epoch       : 4
Version     : 5.16.3
Release     : 285.el7
Size        : 22 M
Repo        : installed
>From repo   : base
Summary     : Practical Extraction and Report Language
URL         : http://www.perl.org/
*****************************************************************



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From Daniel.Schwager at dtnet.de  Mon Nov 23 12:48:45 2015
From: Daniel.Schwager at dtnet.de (Daniel Schwager)
Date: Mon, 23 Nov 2015 17:48:45 +0000
Subject: [rt-users] Trouble/Error with
	Web	deployment	httpd/apache/mod_fcgid
In-Reply-To: <1448297860799-60985.post@n7.nabble.com>
References: <1448294525387-60979.post@n7.nabble.com>
 <CAEzU4UwBBE=DZkP8OVACeKsDSGyKrNwohujX0DgtrqYKQoQpiw@mail.gmail.com>
 <1448294829556-60981.post@n7.nabble.com>
 <5C4B841CCF894A4CBD8B13E25E2A575F236EE771@exchange2.dtnet.de>
 <1448297860799-60985.post@n7.nabble.com>
Message-ID: <5C4B841CCF894A4CBD8B13E25E2A575F236EF470@exchange2.dtnet.de>


> I should also add I'm not a perl expert either, but from what I understand I
> am using fastcgi am I not?  

I don't know how you connect your apache httpd to rt (-; If you use fastcgi, there's no need for mod_perl.

> This all seems a lot more complex than I was
> hoping, I greatly appreciate the suggestions and help but I don't know that
> I want use a totally separate perl installation unless absolutely
> necessary...

I think, a separate perl installation dedicated(!) for RT is the best way to install RT. Why? Because
the RT installer bypass the rpm package system installing some other perl modules. This could bother you later ...

> 
> What made you suggest that mod_perl is the problem and how can I test that
> out?

Did you execute 
	make testdeps
in your rt installation directory? Is it clean?

Danny
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From dwdixon at umich.edu  Mon Nov 23 12:09:10 2015
From: dwdixon at umich.edu (dwdixon)
Date: Mon, 23 Nov 2015 10:09:10 -0700 (MST)
Subject: [rt-users] Trouble/Error with Web
	deployment	httpd/apache/mod_fcgid
In-Reply-To: <1448297860799-60985.post@n7.nabble.com>
References: <1448294525387-60979.post@n7.nabble.com>
 <CAEzU4UwBBE=DZkP8OVACeKsDSGyKrNwohujX0DgtrqYKQoQpiw@mail.gmail.com>
 <1448294829556-60981.post@n7.nabble.com>
 <5C4B841CCF894A4CBD8B13E25E2A575F236EE771@exchange2.dtnet.de>
 <1448297860799-60985.post@n7.nabble.com>
Message-ID: <1448298550044-60987.post@n7.nabble.com>

According to the testdeps output it's saying I only need Perl >= 5.10.1, but
I also wanted to add that all the dependencies are report as found:

***********************************************************************
perl:
	*>=5.10.1(5.16.3) ...found*

......SNIP........

	*UNIVERSAL::require ...found*

......SNIP............

......SNIP.........

FASTCGI dependencies:
	FCGI::ProcManager ...found
	FCGI >= 0.74 ...found

....SNIP..........

*All dependencies have been found.*
**************************************************************



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From Daniel.Schwager at dtnet.de  Mon Nov 23 12:57:37 2015
From: Daniel.Schwager at dtnet.de (Daniel Schwager)
Date: Mon, 23 Nov 2015 17:57:37 +0000
Subject: [rt-users] Trouble/Error with
	Web	deployment	httpd/apache/mod_fcgid
In-Reply-To: <1448298550044-60987.post@n7.nabble.com>
References: <1448294525387-60979.post@n7.nabble.com>
 <CAEzU4UwBBE=DZkP8OVACeKsDSGyKrNwohujX0DgtrqYKQoQpiw@mail.gmail.com>
 <1448294829556-60981.post@n7.nabble.com>
 <5C4B841CCF894A4CBD8B13E25E2A575F236EE771@exchange2.dtnet.de>
 <1448297860799-60985.post@n7.nabble.com>
 <1448298550044-60987.post@n7.nabble.com>
Message-ID: <5C4B841CCF894A4CBD8B13E25E2A575F236EF62D@exchange2.dtnet.de>

> According to the testdeps output it's saying I only need Perl >= 5.10.1, but
> I also wanted to add that all the dependencies are report as found:
> 
> ***********************************************************************
> perl:
> 	*>=5.10.1(5.16.3) ...found*
> 
> ......SNIP........
> 
> 	*UNIVERSAL::require ...found*
> 
 
> *All dependencies have been found.*
> **************************************************************

OK - could you check (find) where the "UNIVERSAL/require.pm" is inside your perl tree?
E.g. (from my system - seprate perl installation)
	./lib/perl5/site_perl/5.20.3/UNIVERSAL
	./lib/perl5/site_perl/5.20.3/UNIVERSAL/require.pm

Should be (or not ;-) somewhere in the pathes below:

Can't locate UNIVERSAL/require.pm in @INC (@INC contains:
/opt/rt4/sbin/../local/lib /opt/rt4/sbin/../lib /usr/local/lib64/perl5
/usr/local/share/perl5 /usr/lib64/perl5/vendor_perl
/usr/share/perl5/vendor_perl /usr/lib64/perl5 /usr/share/perl5 .) at
/opt/rt4/sbin/../lib/RT.pm line 60.
BEGIN failed--compilation aborted at /opt/rt4/sbin/../lib/RT.pm line 60.
Compilation failed in require at /opt/rt4/sbin/rt-server.fcgi line 86.

regards
Danny
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From dwdixon at umich.edu  Mon Nov 23 12:35:59 2015
From: dwdixon at umich.edu (dwdixon)
Date: Mon, 23 Nov 2015 10:35:59 -0700 (MST)
Subject: [rt-users] Trouble/Error with
	Web	deployment	httpd/apache/mod_fcgid
In-Reply-To: <5C4B841CCF894A4CBD8B13E25E2A575F236EF62D@exchange2.dtnet.de>
References: <1448294525387-60979.post@n7.nabble.com>
 <CAEzU4UwBBE=DZkP8OVACeKsDSGyKrNwohujX0DgtrqYKQoQpiw@mail.gmail.com>
 <1448294829556-60981.post@n7.nabble.com>
 <5C4B841CCF894A4CBD8B13E25E2A575F236EE771@exchange2.dtnet.de>
 <1448297860799-60985.post@n7.nabble.com>
 <1448298550044-60987.post@n7.nabble.com>
 <5C4B841CCF894A4CBD8B13E25E2A575F236EF62D@exchange2.dtnet.de>
Message-ID: <1448300159210-60989.post@n7.nabble.com>

Thanks much for your continued help with this Danny!  It appears mine is
located here:

********************************************************
/root/perl5/lib/perl5/UNIVERSAL
/root/perl5/lib/perl5/UNIVERSAL/require.pm
********************************************************

However, the output results of the find command gave me all these references
to "UNIVERSAL":

********************************************************
/root/.cpan/build/UNIVERSAL-require-0.18-iwKUjp/lib/UNIVERSAL
/root/.cpan/build/UNIVERSAL-require-0.18-iwKUjp/blib/lib/UNIVERSAL
/root/.cpan/build/UNIVERSAL-require-0.18-iwKUjp/blib/lib/auto/UNIVERSAL
/root/.cpan/build/UNIVERSAL-require-0.18-iwKUjp/blib/arch/auto/UNIVERSAL
/root/perl5/lib/perl5/x86_64-linux-thread-multi/auto/UNIVERSAL
/root/perl5/lib/perl5/UNIVERSAL
********************************************************

Thoughts, suggestions, recommendations ?

Thank you!

-Drew



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From Daniel.Schwager at dtnet.de  Mon Nov 23 13:32:09 2015
From: Daniel.Schwager at dtnet.de (Daniel Schwager)
Date: Mon, 23 Nov 2015 18:32:09 +0000
Subject: [rt-users] Trouble/Error
	with	Web	deployment	httpd/apache/mod_fcgid
In-Reply-To: <1448300159210-60989.post@n7.nabble.com>
References: <1448294525387-60979.post@n7.nabble.com>
 <CAEzU4UwBBE=DZkP8OVACeKsDSGyKrNwohujX0DgtrqYKQoQpiw@mail.gmail.com>
 <1448294829556-60981.post@n7.nabble.com>
 <5C4B841CCF894A4CBD8B13E25E2A575F236EE771@exchange2.dtnet.de>
 <1448297860799-60985.post@n7.nabble.com>
 <1448298550044-60987.post@n7.nabble.com>
 <5C4B841CCF894A4CBD8B13E25E2A575F236EF62D@exchange2.dtnet.de>
 <1448300159210-60989.post@n7.nabble.com>
Message-ID: <5C4B841CCF894A4CBD8B13E25E2A575F236EFB6E@exchange2.dtnet.de>

> It appears mine is located here:
> 
> ********************************************************
> /root/perl5/lib/perl5/UNIVERSAL
> /root/perl5/lib/perl5/UNIVERSAL/require.pm
> ********************************************************
Hmm - root's home it's not a common location for perl modules (-:

This is the problem - try to reinstall the UNIVERSAL

	perl  -MCPAN   -e 'install "UNIVERSAL"'

regards
Danny
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From Daniel.Schwager at dtnet.de  Mon Nov 23 13:43:39 2015
From: Daniel.Schwager at dtnet.de (Daniel Schwager)
Date: Mon, 23 Nov 2015 18:43:39 +0000
Subject: [rt-users]
	Trouble/Error	with	Web	deployment	httpd/apache/mod_fcgid
In-Reply-To: <5C4B841CCF894A4CBD8B13E25E2A575F236EFB6E@exchange2.dtnet.de>
References: <1448294525387-60979.post@n7.nabble.com>
 <CAEzU4UwBBE=DZkP8OVACeKsDSGyKrNwohujX0DgtrqYKQoQpiw@mail.gmail.com>
 <1448294829556-60981.post@n7.nabble.com>
 <5C4B841CCF894A4CBD8B13E25E2A575F236EE771@exchange2.dtnet.de>
 <1448297860799-60985.post@n7.nabble.com>
 <1448298550044-60987.post@n7.nabble.com>
 <5C4B841CCF894A4CBD8B13E25E2A575F236EF62D@exchange2.dtnet.de>
 <1448300159210-60989.post@n7.nabble.com>
 <5C4B841CCF894A4CBD8B13E25E2A575F236EFB6E@exchange2.dtnet.de>
Message-ID: <5C4B841CCF894A4CBD8B13E25E2A575F236EFD56@exchange2.dtnet.de>

Please check this Link:
	Perl Modules installed in the wrong place
	https://www.centos.org/forums/viewtopic.php?f=48&t=49865


Maybe it's your issue ..

regards
Danny



> -----Original Message-----
> From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Daniel Schwager
> Sent: Monday, November 23, 2015 7:32 PM
> To: 'dwdixon'; 'rt-users at lists.bestpractical.com'
> Subject: Re: [rt-users] Trouble/Error with Web deployment httpd/apache/mod_fcgid
> 
> > It appears mine is located here:
> >
> > ********************************************************
> > /root/perl5/lib/perl5/UNIVERSAL
> > /root/perl5/lib/perl5/UNIVERSAL/require.pm
> > ********************************************************
> Hmm - root's home it's not a common location for perl modules (-:
> 
> This is the problem - try to reinstall the UNIVERSAL
> 
> 	perl  -MCPAN   -e 'install "UNIVERSAL"'
> 
> regards
> Danny
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From dwdixon at umich.edu  Mon Nov 23 13:01:18 2015
From: dwdixon at umich.edu (dwdixon)
Date: Mon, 23 Nov 2015 11:01:18 -0700 (MST)
Subject: [rt-users] Trouble/Error with
	Web	deployment	httpd/apache/mod_fcgid
In-Reply-To: <1448300159210-60989.post@n7.nabble.com>
References: <1448294525387-60979.post@n7.nabble.com>
 <CAEzU4UwBBE=DZkP8OVACeKsDSGyKrNwohujX0DgtrqYKQoQpiw@mail.gmail.com>
 <1448294829556-60981.post@n7.nabble.com>
 <5C4B841CCF894A4CBD8B13E25E2A575F236EE771@exchange2.dtnet.de>
 <1448297860799-60985.post@n7.nabble.com>
 <1448298550044-60987.post@n7.nabble.com>
 <5C4B841CCF894A4CBD8B13E25E2A575F236EF62D@exchange2.dtnet.de>
 <1448300159210-60989.post@n7.nabble.com>
Message-ID: <1448301678294-60991.post@n7.nabble.com>

Yea, being that this is just a sandbox/dev system for RT/RT-IR it's a bit
abnormal in comparison to a production class system...I can't seem to catch
any luck here, getting quite the dismal response after executing the command
you suggested:

# perl -MCPAN -e 'install "UNIVERSAL"'
Reading '/root/.cpan/Metadata'
  Database was generated on Mon, 23 Nov 2015 08:53:40 GMT
Running install for module 'UNIVERSAL'
The most recent version "1.12" of the module "UNIVERSAL"
is part of the perl-5.22.0 distribution. To install that, you need to run
  force install UNIVERSAL   --or--
  install R/RJ/RJBS/perl-5.22.0.tar.bz2
Running make test
  Can't test without successful make
Running make install
  Make had returned bad status, install seems *impossible*               #
lol....
********************************************************************** 

   



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From rbrown at rhapsody.com  Mon Nov 23 13:07:47 2015
From: rbrown at rhapsody.com (rb1980)
Date: Mon, 23 Nov 2015 11:07:47 -0700 (MST)
Subject: [rt-users] search custom field with custom date format
In-Reply-To: <1446599615534-60850.post@n7.nabble.com>
References: <1446599615534-60850.post@n7.nabble.com>
Message-ID: <1448302067343-60993.post@n7.nabble.com>

any help on this? I'm stuck.



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From mmcgrath at carthage.edu  Mon Nov 23 15:59:03 2015
From: mmcgrath at carthage.edu (Max McGrath)
Date: Mon, 23 Nov 2015 14:59:03 -0600
Subject: [rt-users] RT 4.4 Errors
Message-ID: <CAH7EN_qCwDfSdXju=Cv0fXdOoehz9QH5C==QMFEDuFexCiYkJw@mail.gmail.com>

Hi All -

I'm having issues in my test environment running RT 4.4.

In the Queue List, when I click a queue name that existed in 4.2 -- I get
an error -- when I click a queue that was created under RT 4.4 it works
fine.

The error says "An internal RT error has occurred. Your administrator can
find more details in RT's log files.".  In the RT logs I'm seeing:

[12001] [Mon Nov 23 17:04:12 2015] [error]: Can't call method "loc" on an
undefined value at /opt/rt4/sbin/../lib/RT/Ticket.pm line 1371.

And here is line 1371 in Ticket.pm:

1366 sub _DurationAsString {
1367     my $self = shift;
1368     my $value = shift;
1369     return "" unless $value;
1370     if ($value < 60) {
1371         return $_[0]->loc("[quant,_1,minute,minutes]", $value);
1372     } else {
1373         my $h = sprintf("%.2f", $value / 60 );
1374         return $_[0]->loc("[quant,_1,hour,hours]
([quant,_2,minute,minutes])", $h, $value);
1375     }
1376 }

Ideas?

Max
--
Max McGrath  <https://www.linkedin.com/pub/max-mcgrath/1b/3a6/a21>
Network Administrator
Carthage College
262-552-5512
mmcgrath at carthage.edu
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From shawn at bestpractical.com  Mon Nov 23 16:00:53 2015
From: shawn at bestpractical.com (Shawn Moore)
Date: Mon, 23 Nov 2015 16:00:53 -0500
Subject: [rt-users] RT 4.4 Errors
In-Reply-To: <CAH7EN_qCwDfSdXju=Cv0fXdOoehz9QH5C==QMFEDuFexCiYkJw@mail.gmail.com>
References: <CAH7EN_qCwDfSdXju=Cv0fXdOoehz9QH5C==QMFEDuFexCiYkJw@mail.gmail.com>
Message-ID: <etPan.56537e85.1782e68d.d3ae@ecaz.local>

Hi Max,

On 2015?11?23? at 15:59:38, Max McGrath (mmcgrath at carthage.edu) wrote:

> [12001] [Mon Nov 23 17:04:12 2015] [error]: Can't call method "loc" on an
> undefined value at /opt/rt4/sbin/../lib/RT/Ticket.pm line 1371.

Can you upgrade to 4.4.0 rc2? That includes a fix for this bug.

> Max

Thanks!
Shawn


From rtusers-20090205 at billmail.scconsult.com  Mon Nov 23 16:06:49 2015
From: rtusers-20090205 at billmail.scconsult.com (Bill Cole)
Date: Mon, 23 Nov 2015 16:06:49 -0500
Subject: [rt-users] Trouble/Error with Web deployment
 httpd/apache/mod_fcgid
In-Reply-To: <1448294525387-60979.post@n7.nabble.com>
References: <1448294525387-60979.post@n7.nabble.com>
Message-ID: <4BBC6AE9-A045-4F8C-85CC-962444572637@billmail.scconsult.com>

On 23 Nov 2015, at 11:02, dwdixon wrote:

> I'm not an Apache/httpd configuration
> expert especially when modules are involved so I would GREATLY 
> appreciate
> any and all help:
>
> ****************************************************************************
> Can't locate UNIVERSAL/require.pm in @INC (@INC contains:
> /opt/rt4/sbin/../local/lib /opt/rt4/sbin/../lib /usr/local/lib64/perl5
> /usr/local/share/perl5 /usr/lib64/perl5/vendor_perl
> /usr/share/perl5/vendor_perl /usr/lib64/perl5 /usr/share/perl5 .) at
> /opt/rt4/sbin/../lib/RT.pm line 60.
> BEGIN failed--compilation aborted at /opt/rt4/sbin/../lib/RT.pm line 
> 60.
> Compilation failed in require at /opt/rt4/sbin/rt-server.fcgi line 86.
> ****************************************************************************

As others have noted, using CPAN on CentOS 7 can be sketchy. It's very 
easy to be drawn into installing modules locally under /root/perl5/ 
where normal Perl programs won't ever see them or clobbering files owned 
by yum-installed packages. Care is needed...

For the immediate issue, you can resolve the problem by enabling the 
EPEL repository for yum (see https://fedoraproject.org/wiki/EPEL) and 
installing the needed module:

	yum install perl-UNIVERSAL-require

HOWEVER, since you have had stuff installed (presumably by CPAN and a 
local::lib configuration) in a private place only for use by root with 
suitable variables in the environment, you probably want to fix that[1] 
and install everything possible for RT via yum, filling in whatever is 
missing with CPAN *NOT* using a private module tree. I recently did this 
for a RT4.4rc1 install on CentOS 7 by massaging the output of "make 
testdeps" into a whopping huge yum command[2]:

	make testdeps  |fgrep MISSING |egrep -v ' (owner|group) |>=5\.10\.'|awk 
'{print $1}'|sort -u |sed 's/::/-/g'|sed 's/^/perl-/'| xargs -rt yum 
list|grep '^perl-' |awk '{print $1}' |xargs -rt yum install -y

Following that (go get a cup of coffee, it will be a while...) you MAY 
still have unmet dependencies, since RT demands various modules and 
versions of modules that the EPEL and "base" repos don't have. Those can 
be installed from CPAN (or 'make fixdeps') after "yum erase"-ing any 
too-old versions that were installed with yum.


FOOTNOTES:

[1] Wipe the private tree for root:

		rm -rf /root/perl5/

     Remove any lines from /root/.bashrc or /root/.bash_profile like 
these
     which set up the relevant environment variables for local::lib :

		export PERL_LOCAL_LIB_ROOT="$PERL_LOCAL_LIB_ROOT:/root/perl5";
		export PERL_MB_OPT="--install_base /root/perl5";
		export PERL_MM_OPT="INSTALL_BASE=/root/perl5";
		export PERL5LIB="/root/perl5/lib/perl5:$PERL5LIB";
		export PATH="/root/perl5/bin:$PATH";


[2] ARE YOU CRAZY? Don't just run that because I said so! Be sure you 
understand what it DOES! Test it by breaking the pipeline before that 
last xargs and see if what it's going to install seems sane FOR YOUR 
SYSTEM.


From dwdixon at umich.edu  Mon Nov 23 15:57:59 2015
From: dwdixon at umich.edu (dwdixon)
Date: Mon, 23 Nov 2015 13:57:59 -0700 (MST)
Subject: [rt-users]
	Trouble/Error	with	Web	deployment	httpd/apache/mod_fcgid
In-Reply-To: <5C4B841CCF894A4CBD8B13E25E2A575F236EFD56@exchange2.dtnet.de>
References: <1448294525387-60979.post@n7.nabble.com>
 <CAEzU4UwBBE=DZkP8OVACeKsDSGyKrNwohujX0DgtrqYKQoQpiw@mail.gmail.com>
 <1448294829556-60981.post@n7.nabble.com>
 <5C4B841CCF894A4CBD8B13E25E2A575F236EE771@exchange2.dtnet.de>
 <1448297860799-60985.post@n7.nabble.com>
 <1448298550044-60987.post@n7.nabble.com>
 <5C4B841CCF894A4CBD8B13E25E2A575F236EF62D@exchange2.dtnet.de>
 <1448300159210-60989.post@n7.nabble.com>
 <5C4B841CCF894A4CBD8B13E25E2A575F236EFB6E@exchange2.dtnet.de>
 <5C4B841CCF894A4CBD8B13E25E2A575F236EFD56@exchange2.dtnet.de>
Message-ID: <1448312279014-60997.post@n7.nabble.com>

This was sort of the problem....basically I installed many Perl modules via
cpanm and apparently that's a problem in certain circumstances which I'm not
totally sure about at this time.  To fix this error I installed the CentOS
@epel repo version of a few packages:

perl-UNIVERSAL-require.noarch..........0.13-12.el7......... at epel           
perl-Log-Dispatch.noarch.................... 2.41-1.el7.1........ at epel                

These are from @epel (as shown above) but now I'm stuck with an error based
on a perl module that does not have a package published in the epel repo:

**************************************************************************
Can't locate /Symbol/Global/Name.pm/ in @INC (@INC contains:
/root/perl5/lib/perl5/ /opt/rt4/sbin/../local/lib /opt/rt4/sbin/../lib
/usr/local/lib64/perl5 /usr/local/share/perl5 /usr/lib64/perl5/vendor_perl
/usr/share/perl5/vendor_perl /usr/lib64/perl5 /usr/share/perl5 .) at
/opt/rt4/sbin/../lib/RT/Config.pm line 57.
BEGIN failed--compilation aborted at /opt/rt4/sbin/../lib/RT/Config.pm line
57.
Compilation failed in require at /opt/rt4/sbin/../lib/RT.pm line 159.
**************************************************************************

After getting this I searched the repo's for this package, I found and
installed this one:

perl-Symbol-Util.noarch             0.0203-4.el7               @epel

But this did nothing for me and doesn't seem to be what RT/Perl/httpd
wants.....So...It looks like I will have to build a package for the module
"Symbol::Global::Name" that I can install with yum......I tried the hacked
up solution suggested in the blog post you referenced, the OP said in the
quote below that this fixed it for him but I had no luck, it's a hacked in
solution anyhow....

"I fixed the issue by adding the following line in ther perl script before
any 'use' command."

use lib "/root/perl5/lib/perl5/" ;

Looks like your suggestion of installing a separate instance of perl that's
dedicated to RT is making more and more sense the deep down the rabbit hole
that I travel....I'm afraid that if I install a new separate instance of
perl it will break even more things since I suppose I probably have to
recompile RT after doing so and I don't want to lose the configuration state
of RT/RT-IR.....

I just saw Bill Cole's reply and it is EXCELLENT!!! I'm still re-reading to
comprehend but Bill if you get this reply I was drafting prior to seeing
your response so if you need to update your great info based on what I've
said here I'd be very grateful!!

-Drew



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From mmcgrath at carthage.edu  Mon Nov 23 16:51:56 2015
From: mmcgrath at carthage.edu (Max McGrath)
Date: Mon, 23 Nov 2015 15:51:56 -0600
Subject: [rt-users] RT 4.4 Errors
In-Reply-To: <etPan.56537e85.1782e68d.d3ae@ecaz.local>
References: <CAH7EN_qCwDfSdXju=Cv0fXdOoehz9QH5C==QMFEDuFexCiYkJw@mail.gmail.com>
 <etPan.56537e85.1782e68d.d3ae@ecaz.local>
Message-ID: <CAH7EN_qrGaMorbxJfqQc9W+okTy-4CJoy2WkM9Z6fSfYUWTg0g@mail.gmail.com>

Shawn -

It looks like I can get into my Queues now.  But a new issue has come up.
When I login, it takes me to https://10.2.1.45/rt/NoAuth/Login.html and has
the error message:

An internal RT error has occurred. Your administrator can find more details
in RT's log files.

But I can refresh the page and it will then log me in successfully to RT (
https://10.2.1.45/rt/).

I don't see any real errors in rt.log.  I see a bunch of stuff referencing
ExternalAuth.  Not sure how much info you want from my rt.log.

Max

--
Max McGrath  <https://www.linkedin.com/pub/max-mcgrath/1b/3a6/a21>
Network Administrator
Carthage College
262-552-5512
mmcgrath at carthage.edu

On Mon, Nov 23, 2015 at 3:00 PM, Shawn Moore <shawn at bestpractical.com>
wrote:

> Hi Max,
>
> On 2015?11?23? at 15:59:38, Max McGrath (mmcgrath at carthage.edu) wrote:
>
> > [12001] [Mon Nov 23 17:04:12 2015] [error]: Can't call method "loc" on an
> > undefined value at /opt/rt4/sbin/../lib/RT/Ticket.pm line 1371.
>
> Can you upgrade to 4.4.0 rc2? That includes a fix for this bug.
>
> > Max
>
> Thanks!
> Shawn
>
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From dwdixon at umich.edu  Mon Nov 23 17:01:15 2015
From: dwdixon at umich.edu (dwdixon)
Date: Mon, 23 Nov 2015 15:01:15 -0700 (MST)
Subject: [rt-users] Trouble/Error with Web deployment
	httpd/apache/mod_fcgid
In-Reply-To: <4BBC6AE9-A045-4F8C-85CC-962444572637@billmail.scconsult.com>
References: <1448294525387-60979.post@n7.nabble.com>
 <4BBC6AE9-A045-4F8C-85CC-962444572637@billmail.scconsult.com>
Message-ID: <1448316075256-60999.post@n7.nabble.com>

Hi Bill/All,

I did as you suggested (wiping the private tree for root) then I tested out
your command by removing the last xargs statement and running it, the output
was null...got nothing back....this is what I ran:

make testdeps  |fgrep MISSING |egrep -v ' (owner|group) |>=5\.10\.'|awk
'{print $1}'|sort -u |sed 's/::/-/g'|sed 's/^/perl-/'| xargs -rt yum
list|grep '^perl-' |awk '{print $1}'

It spit out a sizable list of packages so I then completed the full command
by adding the last xargs statement back....it installed around 41 packages
but upon re-running make testdeps afterwards there are still a LOT of
missing dependencies....make fixdeps is doing its lame looping thing again
afterwards so I halted that...here is a list of everything I'm missing after
running your full command, looks like I'll have to install all of these
manually with CPAN/cpanm then?  Which is fine since I did it before but just
thought there may be less than this?... Also I noticed the error at the
bottom...is that normal?  "make: *** [testdeps] Error 1"  ?

***********************************************************
# make testdeps  |fgrep MISSING
	Text::Password::Pronounceable ...MISSING
	Tree::Simple >= 1.04 ...MISSING
	HTML::Mason >= 1.43 ...MISSING
	Symbol::Global::Name >= 0.04 ...MISSING
	DateTime::Format::Natural >= 0.67 ...MISSING
	Text::Wrapper ...MISSING
	Regexp::Common::net::CIDR ...MISSING
	Date::Extract >= 0.02 ...MISSING
	HTML::Mason::PSGIHandler >= 0.52 ...MISSING
	MIME::Entity >= 5.504 ...MISSING
	Locale::Maketext::Lexicon >= 0.32 ...MISSING
	Role::Basic >= 0.12 ...MISSING
	HTML::RewriteAttributes >= 0.05 ...MISSING
	Locale::Maketext::Fuzzy >= 0.11 ...MISSING
	Email::Address::List >= 0.02 ...MISSING
	Plack::Handler::Starlet ...MISSING
	PerlIO::eol ...MISSING
	GnuPG::Interface ...MISSING
	Data::ICal ...MISSING
	Crypt::X509 ...MISSING
	Convert::Color ...MISSING
SOME DEPENDENCIES WERE MISSING.
	Data::ICal ...MISSING
	Crypt::X509 ...MISSING
	Convert::Color ...MISSING
	PerlIO::eol ...MISSING
	GnuPG::Interface ...MISSING
	HTML::Mason >= 1.43 ...MISSING
	MIME::Entity >= 5.504 ...MISSING
	HTML::Mason::PSGIHandler >= 0.52 ...MISSING
	Date::Extract >= 0.02 ...MISSING
	Symbol::Global::Name >= 0.04 ...MISSING
	DateTime::Format::Natural >= 0.67 ...MISSING
	Locale::Maketext::Lexicon >= 0.32 ...MISSING
	Role::Basic >= 0.12 ...MISSING
	Locale::Maketext::Fuzzy >= 0.11 ...MISSING
	Email::Address::List >= 0.02 ...MISSING
	Text::Password::Pronounceable ...MISSING
	Text::Wrapper ...MISSING
	Regexp::Common::net::CIDR ...MISSING
	HTML::RewriteAttributes >= 0.05 ...MISSING
	Tree::Simple >= 1.04 ...MISSING
	Plack::Handler::Starlet ...MISSING
make: *** [testdeps] Error 1
***********************************************************

Thank you!

-Drew



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From dwdixon at umich.edu  Mon Nov 23 17:03:22 2015
From: dwdixon at umich.edu (dwdixon)
Date: Mon, 23 Nov 2015 15:03:22 -0700 (MST)
Subject: [rt-users] Trouble/Error with Web deployment
	httpd/apache/mod_fcgid
In-Reply-To: <1448316075256-60999.post@n7.nabble.com>
References: <1448294525387-60979.post@n7.nabble.com>
 <4BBC6AE9-A045-4F8C-85CC-962444572637@billmail.scconsult.com>
 <1448316075256-60999.post@n7.nabble.com>
Message-ID: <1448316202407-61000.post@n7.nabble.com>

Sorry correction to my last reply it came back null only *before* I wiped the
private tree for root....my mistake I meant to remove that part of my last
reply....the output shown in my last reply of make testdeps is the output
after I had wiped the private tree of root and ran your full command. 
Apologies for any confusion.



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From rtusers-20090205 at billmail.scconsult.com  Mon Nov 23 18:19:05 2015
From: rtusers-20090205 at billmail.scconsult.com (Bill Cole)
Date: Mon, 23 Nov 2015 18:19:05 -0500
Subject: [rt-users] Trouble/Error with Web deployment
 httpd/apache/mod_fcgid
In-Reply-To: <1448316202407-61000.post@n7.nabble.com>
References: <1448294525387-60979.post@n7.nabble.com>
 <4BBC6AE9-A045-4F8C-85CC-962444572637@billmail.scconsult.com>
 <1448316075256-60999.post@n7.nabble.com>
 <1448316202407-61000.post@n7.nabble.com>
Message-ID: <80B11379-90FF-456D-AA07-F73C5FF3021E@billmail.scconsult.com>

On 23 Nov 2015, at 17:03, dwdixon wrote:

> Sorry correction to my last reply it came back null only *before* I 
> wiped the
> private tree for root....my mistake I meant to remove that part of my 
> last
> reply....the output shown in my last reply of make testdeps is the 
> output
> after I had wiped the private tree of root and ran your full command.
> Apologies for any confusion.

I'm guessing those environment variables are still set in your current 
shell, which will mess up fixdeps/testdeps as well as CPAN. SO:

	unset PERL_LOCAL_LIB_ROOT PERL_MB_OPT PERL_MM_OPT PERL5LIB

That should make anything you do stop looking in /root/perl5/

I'm unsure what the issue is with fixdeps...


From rtusers-20090205 at billmail.scconsult.com  Mon Nov 23 18:24:25 2015
From: rtusers-20090205 at billmail.scconsult.com (Bill Cole)
Date: Mon, 23 Nov 2015 18:24:25 -0500
Subject: [rt-users] Trouble/Error with Web deployment
 httpd/apache/mod_fcgid
In-Reply-To: <1448312279014-60997.post@n7.nabble.com>
References: <1448294525387-60979.post@n7.nabble.com>
 <CAEzU4UwBBE=DZkP8OVACeKsDSGyKrNwohujX0DgtrqYKQoQpiw@mail.gmail.com>
 <1448294829556-60981.post@n7.nabble.com>
 <5C4B841CCF894A4CBD8B13E25E2A575F236EE771@exchange2.dtnet.de>
 <1448297860799-60985.post@n7.nabble.com>
 <1448298550044-60987.post@n7.nabble.com>
 <5C4B841CCF894A4CBD8B13E25E2A575F236EF62D@exchange2.dtnet.de>
 <1448300159210-60989.post@n7.nabble.com>
 <5C4B841CCF894A4CBD8B13E25E2A575F236EFB6E@exchange2.dtnet.de>
 <5C4B841CCF894A4CBD8B13E25E2A575F236EFD56@exchange2.dtnet.de>
 <1448312279014-60997.post@n7.nabble.com>
Message-ID: <DA3A4FD5-ED8C-45C9-A583-031AE70E0BE8@billmail.scconsult.com>

On 23 Nov 2015, at 15:57, dwdixon wrote:

> This was sort of the problem....basically I installed many Perl 
> modules via
> cpanm and apparently that's a problem in certain circumstances which 
> I'm not
> totally sure about at this time.  To fix this error I installed the 
> CentOS
> @epel repo version of a few packages:
>
> perl-UNIVERSAL-require.noarch..........0.13-12.el7......... at epel
> perl-Log-Dispatch.noarch.................... 2.41-1.el7.1........ at epel
>
> These are from @epel (as shown above) but now I'm stuck with an error 
> based
> on a perl module that does not have a package published in the epel 
> repo:
>
> **************************************************************************
> Can't locate /Symbol/Global/Name.pm/ in @INC (@INC contains:
> /root/perl5/lib/perl5/ /opt/rt4/sbin/../local/lib /opt/rt4/sbin/../lib
> /usr/local/lib64/perl5 /usr/local/share/perl5 
> /usr/lib64/perl5/vendor_perl
> /usr/share/perl5/vendor_perl /usr/lib64/perl5 /usr/share/perl5 .) at
> /opt/rt4/sbin/../lib/RT/Config.pm line 57.
> BEGIN failed--compilation aborted at /opt/rt4/sbin/../lib/RT/Config.pm 
> line
> 57.
> Compilation failed in require at /opt/rt4/sbin/../lib/RT.pm line 159.
> **************************************************************************
>
> After getting this I searched the repo's for this package, I found and
> installed this one:
>
> perl-Symbol-Util.noarch             0.0203-4.el7               @epel
>
> But this did nothing for me and doesn't seem to be what RT/Perl/httpd
> wants.....

Right. If there was a package for the EL7 distro family that gave you 
just the Symbol::Global::Name module, its base name would be 
perl-Symbol-Global-Name, and if that module were part of a larger 
package it would probably be perl-Symbol-Global or perl-Symbol.

BUT: the way to find a specific-file dependency with yum is the 
'provides' command:

	[root at requesttracker ~]# yum provides */Symbol/Global/Name.pm
	Loaded plugins: fastestmirror, langpacks
	Loading mirror speeds from cached hostfile
	 * base: mirrors.tripadvisor.com
	 * epel: mirror.cogentco.com
	 * extras: centos.firehosted.com
	 * remi: remi.check-update.co.uk
	 * remi-safe: remi.check-update.co.uk
	 * updates: bay.uchicago.edu
	No matches found

Oh well... that is why I used CPAN on that machine (via 'make fixdeps') 
to install Symbol::Global::Name.

> So...It looks like I will have to build a package for the module
> "Symbol::Global::Name" that I can install with yum......I tried the 
> hacked
> up solution suggested in the blog post you referenced, the OP said in 
> the
> quote below that this fixed it for him but I had no luck, it's a 
> hacked in
> solution anyhow....
>
> "I fixed the issue by adding the following line in ther perl script 
> before
> any 'use' command."
>
> use lib "/root/perl5/lib/perl5/" ;

Smart choice. That's not maintainable for RT. Also: won't work unless 
you disable or reconfigure SELinux and open up /root/perl5/ to the 
apache user, which would be generally unwise things to do.

> Looks like your suggestion of installing a separate instance of perl 
> that's
> dedicated to RT is making more and more sense the deep down the rabbit 
> hole
> that I travel....I'm afraid that if I install a new separate instance 
> of
> perl it will break even more things since I suppose I probably have to
> recompile RT after doing so and I don't want to lose the configuration 
> state
> of RT/RT-IR.....
>
> I just saw Bill Cole's reply and it is EXCELLENT!!! I'm still 
> re-reading to
> comprehend but Bill if you get this reply I was drafting prior to 
> seeing
> your response so if you need to update your great info based on what 
> I've
> said here I'd be very grateful!!

Well, in looking at it again I think maybe I should have also noted that 
those PERL* variables set in either .bashrc or .bash_profile will stay 
with any shell launched with them set and its offspring, so you will 
want to log out and back in after fixing the files or:

	unset PERL_LOCAL_LIB_ROOT PERL_MB_OPT PERL_MM_OPT PERL5LIB

*BEFORE* trying to install anything with CPAN or RT's make fixdeps.

And a bit of background: if you install a Perl module using yum from the 
Base or EPEL repos, it may install pieces under any of the 6 roots shown 
by 'perl -V' depending on the mood of some junior RedHat intern on a 
random Tuesday in 1997. Mostly they SHOULD stay out of the /usr/local 
ones and only get 64-bit-specific things in the lib64 ones. There's also 
supposedly "logic" determining what does and doesn't go in vendor_perl 
but it's not obvious. If you install using CPAN in a pristine (no PERL* 
variables) environment, you should get a bit better determinism, since 
the vendor_perl roots should be avoided entirely and /usr/local/* should 
be the only place anything lands. However, if you let CPAN *upgrade* 
modules already installed as part of the canonical Perl base (i.e. not 
"local" or "vendor_perl") it *might* clobber files that the RPM/yum 
subsystem believes belong to particular packages and expect have 
particular checksums. Hilarity (or something akin to it...) shall ensue 
when you try to upgrade those with yum. On the other hand, it SHOULD 
just install under /usr/local and override the system version at 
runtime. I don't suggest relying on that.

SO: you don't actually need to build a special Perl for RT. but the 
alternative is to be careful about how you install Perl modules. Check 
yum first for dependencies, and install from the Base or EPEL repos if 
they have what you need in the correct version. If you need a module not 
in those repos, use CPAN. If you need a different version that what yum 
has already installed, remove it first before installing from CPAN. Note 
that RT's 'make fixdeps' always installs from CPAN. Note that you could 
also ONLY use CPAN to maintain a unified Perl world, but that is a 
hassle: worse than either a blended yum+CPAN world or 2 distinct worlds.


From dwdixon at umich.edu  Mon Nov 23 18:17:50 2015
From: dwdixon at umich.edu (dwdixon)
Date: Mon, 23 Nov 2015 16:17:50 -0700 (MST)
Subject: [rt-users] Trouble/Error with Web deployment
	httpd/apache/mod_fcgid
In-Reply-To: <DA3A4FD5-ED8C-45C9-A583-031AE70E0BE8@billmail.scconsult.com>
References: <1448294829556-60981.post@n7.nabble.com>
 <5C4B841CCF894A4CBD8B13E25E2A575F236EE771@exchange2.dtnet.de>
 <1448297860799-60985.post@n7.nabble.com>
 <1448298550044-60987.post@n7.nabble.com>
 <5C4B841CCF894A4CBD8B13E25E2A575F236EF62D@exchange2.dtnet.de>
 <1448300159210-60989.post@n7.nabble.com>
 <5C4B841CCF894A4CBD8B13E25E2A575F236EFB6E@exchange2.dtnet.de>
 <5C4B841CCF894A4CBD8B13E25E2A575F236EFD56@exchange2.dtnet.de>
 <1448312279014-60997.post@n7.nabble.com>
 <DA3A4FD5-ED8C-45C9-A583-031AE70E0BE8@billmail.scconsult.com>
Message-ID: <1448320670288-61003.post@n7.nabble.com>

Great information here, thank you for helping me out and providing some
educational background on the options with this as well that helps!...I will
try to tackle this over the course of the next few days/weeks and see how
things go....

SO...possible ignorant question here but....Is there a reason that someone
or better yet Best Practical....doesn't create and maintain a CentOS/RedHat
& Debian & maybe even Ubuntu packages that contain all the required perl
module dependencies for getting RT/RT-IR up and running instead of forcing
people to resort to installing as many as are published in base/epel via the
OS package manager and then having to manually/fixdeps install a *TON*
more???  Maybe that's more difficult?.... but thinking about it on the
surface that just seems much easier on the user base....I'm not sure but am
I onto something here or is that just not doable? 

Thanks again!

-Drew



--
View this message in context: http://requesttracker.8502.n7.nabble.com/Trouble-Error-with-Web-deployment-CentOS-httpd-mod-fcgid-tp60979p61003.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.


From rshaker at ARDENCOMPANIES.COM  Tue Nov 24 08:43:16 2015
From: rshaker at ARDENCOMPANIES.COM (Bob Shaker)
Date: Tue, 24 Nov 2015 13:43:16 +0000
Subject: [rt-users] Trouble/Error with Web
	deployment	httpd/apache/mod_fcgid
In-Reply-To: <1448320670288-61003.post@n7.nabble.com>
References: <1448294829556-60981.post@n7.nabble.com>
 <5C4B841CCF894A4CBD8B13E25E2A575F236EE771@exchange2.dtnet.de>
 <1448297860799-60985.post@n7.nabble.com>
 <1448298550044-60987.post@n7.nabble.com>
 <5C4B841CCF894A4CBD8B13E25E2A575F236EF62D@exchange2.dtnet.de>
 <1448300159210-60989.post@n7.nabble.com>
 <5C4B841CCF894A4CBD8B13E25E2A575F236EFB6E@exchange2.dtnet.de>
 <5C4B841CCF894A4CBD8B13E25E2A575F236EFD56@exchange2.dtnet.de>
 <1448312279014-60997.post@n7.nabble.com>
 <DA3A4FD5-ED8C-45C9-A583-031AE70E0BE8@billmail.scconsult.com>
 <1448320670288-61003.post@n7.nabble.com>
Message-ID: <SN1PR0301MB20462F3449EE202ABE565AFDDC060@SN1PR0301MB2046.namprd03.prod.outlook.com>

Normally this is a mostly automated process. For me, make fixdeps on Ubuntu / Debian usually handles everything outside of one or two packages that need to be pulled off of apt. I think that this centos issue is pretty specific.

Also, there is actually a version of RT available on the apt repo for Ubuntu. http://packages.ubuntu.com/wily/request-tracker4

I've used it before although we swapped to an internally maintained system since at the time the package wasn't regularly updated. Looks like it's on 4.2.11 right now.

-----Original Message-----
From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of dwdixon
Sent: Monday, November 23, 2015 6:18 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Trouble/Error with Web deployment httpd/apache/mod_fcgid

Great information here, thank you for helping me out and providing some educational background on the options with this as well that helps!...I will try to tackle this over the course of the next few days/weeks and see how things go....

SO...possible ignorant question here but....Is there a reason that someone or better yet Best Practical....doesn't create and maintain a CentOS/RedHat & Debian & maybe even Ubuntu packages that contain all the required perl module dependencies for getting RT/RT-IR up and running instead of forcing people to resort to installing as many as are published in base/epel via the OS package manager and then having to manually/fixdeps install a *TON* more???  Maybe that's more difficult?.... but thinking about it on the surface that just seems much easier on the user base....I'm not sure but am I onto something here or is that just not doable?

Thanks again!

-Drew



--
View this message in context: http://requesttracker.8502.n7.nabble.com/Trouble-Error-with-Web-deployment-CentOS-httpd-mod-fcgid-tp60979p61003.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.

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From rsullivan at peerlessnetwork.com  Tue Nov 24 16:58:47 2015
From: rsullivan at peerlessnetwork.com (Rob Sullivan)
Date: Tue, 24 Nov 2015 21:58:47 +0000
Subject: [rt-users] migrate 3.8.9 to current
In-Reply-To: <f29957cc5b5b4988a9f382704a8e2b44@USNAEXCP1.pc.cognex.com>
References: <BY2PR08MB17193521C011A29DA38602D7A41A0@BY2PR08MB1719.namprd08.prod.outlook.com>
 <f29957cc5b5b4988a9f382704a8e2b44@USNAEXCP1.pc.cognex.com>
Message-ID: <BY2PR08MB17195993484F96E90AEFB888A4060@BY2PR08MB1719.namprd08.prod.outlook.com>

Thanks Brent. I followed your suggestion and it worked like a charm!

-----Original Message-----
From: Parish, Brent [mailto:bparish at cognex.com] 
Sent: Friday, November 20, 2015 8:51 PM
To: Rob Sullivan <rsullivan at peerlessnetwork.com>; rt-users at lists.bestpractical.com
Subject: RE: migrate 3.8.9 to current

I'm very curious to hear other responses/experiences, but if it were me I would shift the old 3.x onto the new hardware and then go through the upgrade procedures to bring it up to 4.x.
Maybe not necessary(?), but it would make me feel better that the database gets all the required changes made to it.



-----Original Message-----
From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Rob Sullivan
Sent: Friday, November 20, 2015 4:51 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] migrate 3.8.9 to current

I have a very old instance of RT running on ancient hardware. I'd like to port it over to a new server and current version. I've got a vanilla install of 4.2.12 on the new server with a mysql database, and I've exported/imported the rt3 database from the old server to the new one. I'm looking for a recommendation on the best way to run through the database upgrade procedure on the new server. 

- shut down apache, change the database name in RT_SiteConfig.pm to rt3? 
- drop vanilla rt4 database and import the rt3 database with name rt4, then run make upgrade-database as one normally would?
- other, much smarter option?

Thanks,

Rob Sullivan
Manager of Systems Engineering
Peerless Network Inc
312-506-0948




From jpeltier at sfu.ca  Tue Nov 24 17:25:06 2015
From: jpeltier at sfu.ca (James A. Peltier)
Date: Tue, 24 Nov 2015 14:25:06 -0800 (PST)
Subject: [rt-users] RT Import and nested groups
In-Reply-To: <1693284179.46616708.1448403739661.JavaMail.zimbra@sfu.ca>
Message-ID: <483375169.46622688.1448403906236.JavaMail.zimbra@sfu.ca>

Hi All,

We have an RT installation that we're trying to sync AD Groups into RT groups.  These groups in AD have other groups nested in them. When doing an rt-import the groups are empty.  Looking at the code it doesn't appear that there is a way to get the list of users out of AD and into RT using this method.  Is that correct?

-- 
James A. Peltier
IT Services - Research Computing Group
Simon Fraser University - Burnaby Campus
Phone   : 604-365-6432
Fax     : 778-782-3045
E-Mail  : jpeltier at sfu.ca
Website : http://www.sfu.ca/itservices
Twitter : @sfu_rcg
Powering Engagement Through Technology


From dwdixon at umich.edu  Tue Nov 24 17:30:54 2015
From: dwdixon at umich.edu (dwdixon)
Date: Tue, 24 Nov 2015 15:30:54 -0700 (MST)
Subject: [rt-users] Trouble/Error with Web
	deployment	httpd/apache/mod_fcgid
In-Reply-To: <SN1PR0301MB20462F3449EE202ABE565AFDDC060@SN1PR0301MB2046.namprd03.prod.outlook.com>
References: <1448297860799-60985.post@n7.nabble.com>
 <1448298550044-60987.post@n7.nabble.com>
 <5C4B841CCF894A4CBD8B13E25E2A575F236EF62D@exchange2.dtnet.de>
 <1448300159210-60989.post@n7.nabble.com>
 <5C4B841CCF894A4CBD8B13E25E2A575F236EFB6E@exchange2.dtnet.de>
 <5C4B841CCF894A4CBD8B13E25E2A575F236EFD56@exchange2.dtnet.de>
 <1448312279014-60997.post@n7.nabble.com>
 <DA3A4FD5-ED8C-45C9-A583-031AE70E0BE8@billmail.scconsult.com>
 <1448320670288-61003.post@n7.nabble.com>
 <SN1PR0301MB20462F3449EE202ABE565AFDDC060@SN1PR0301MB2046.namprd03.prod.outlook.com>
Message-ID: <1448404254112-61011.post@n7.nabble.com>

So basically I restarted my installation of RT from scratch on CentOS
6.7....things have gone pretty smooth so far....now I'm back to where I
started in setting up httpd/Apache to serve up RT.  I've setup my config in
/etc/httpd/conf.d/rt.conf and here are the contents of that:

*************************************************************
<VirtualHost rt-ir-sandbox.test.com>
        ### Optional apache logs for RT
        # Ensure that your log rotation scripts know about these files
        # ErrorLog /opt/rt4/var/log/apache2.error
        # TransferLog /opt/rt4/var/log/apache2.access
        # LogLevel debug

        AddDefaultCharset UTF-8

        ScriptAlias / /opt/rt4/sbin/rt-server.fcgi/

        DocumentRoot "/opt/rt4/share/html"
        <Location />
            Require all granted

            Options +ExecCGI
            AddHandler fcgid-script fcgi
        </Location>
    </VirtualHost>
*************************************************************

httpd/Apache starts up fine and all seems well and good and should be
according to the documentation...however (again I'm not an Apache expert
here so forgive any obvious mistakes)....but all I'm getting now when I
browse to the system hosting RT is a Apache generic "Index of /" with
nothing listed and the Apache version info....not sure what's going on
here...the only thing that I can think of is that the apache user does not
have permissions to access the files in /opt/rt4/share/html ...the
documentation says NOTHING (that I've found) about modifying the permissions
of the files in /opt/rt4/share/html to make apache the owner so I haven't
yet....

Is this the problem or is something else going on here?

Thanks so much!

-Drew



--
View this message in context: http://requesttracker.8502.n7.nabble.com/Trouble-Error-with-Web-deployment-CentOS-httpd-mod-fcgid-tp60979p61011.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.


From gejimene at gmail.com  Tue Nov 24 18:51:36 2015
From: gejimene at gmail.com (Gerald Jimenez)
Date: Tue, 24 Nov 2015 18:51:36 -0500
Subject: [rt-users] Trouble/Error with Web deployment
	httpd/apache/mod_fcgid
In-Reply-To: <1448404254112-61011.post@n7.nabble.com>
References: <1448297860799-60985.post@n7.nabble.com>
 <1448298550044-60987.post@n7.nabble.com>
 <5C4B841CCF894A4CBD8B13E25E2A575F236EF62D@exchange2.dtnet.de>
 <1448300159210-60989.post@n7.nabble.com>
 <5C4B841CCF894A4CBD8B13E25E2A575F236EFB6E@exchange2.dtnet.de>
 <5C4B841CCF894A4CBD8B13E25E2A575F236EFD56@exchange2.dtnet.de>
 <1448312279014-60997.post@n7.nabble.com>
 <DA3A4FD5-ED8C-45C9-A583-031AE70E0BE8@billmail.scconsult.com>
 <1448320670288-61003.post@n7.nabble.com>
 <SN1PR0301MB20462F3449EE202ABE565AFDDC060@SN1PR0301MB2046.namprd03.prod.outlook.com>
 <1448404254112-61011.post@n7.nabble.com>
Message-ID: <CAEzU4UzTCXNnd_Qd2_Z8m_V9yBPEG7z6r-_jNX=O0Uwtq2B9OQ@mail.gmail.com>

In the folder of the installer of rt execute: make fixperms

On Nov 24, 2015 6:13 PM, "dwdixon" <dwdixon at umich.edu> wrote:

> So basically I restarted my installation of RT from scratch on CentOS
> 6.7....things have gone pretty smooth so far....now I'm back to where I
> started in setting up httpd/Apache to serve up RT.  I've setup my config in
> /etc/httpd/conf.d/rt.conf and here are the contents of that:
>
> *************************************************************
> <VirtualHost rt-ir-sandbox.test.com>
>         ### Optional apache logs for RT
>         # Ensure that your log rotation scripts know about these files
>         # ErrorLog /opt/rt4/var/log/apache2.error
>         # TransferLog /opt/rt4/var/log/apache2.access
>         # LogLevel debug
>
>         AddDefaultCharset UTF-8
>
>         ScriptAlias / /opt/rt4/sbin/rt-server.fcgi/
>
>         DocumentRoot "/opt/rt4/share/html"
>         <Location />
>             Require all granted
>
>             Options +ExecCGI
>             AddHandler fcgid-script fcgi
>         </Location>
>     </VirtualHost>
> *************************************************************
>
> httpd/Apache starts up fine and all seems well and good and should be
> according to the documentation...however (again I'm not an Apache expert
> here so forgive any obvious mistakes)....but all I'm getting now when I
> browse to the system hosting RT is a Apache generic "Index of /" with
> nothing listed and the Apache version info....not sure what's going on
> here...the only thing that I can think of is that the apache user does not
> have permissions to access the files in /opt/rt4/share/html ...the
> documentation says NOTHING (that I've found) about modifying the
> permissions
> of the files in /opt/rt4/share/html to make apache the owner so I haven't
> yet....
>
> Is this the problem or is something else going on here?
>
> Thanks so much!
>
> -Drew
>
>
>
> --
> View this message in context:
> http://requesttracker.8502.n7.nabble.com/Trouble-Error-with-Web-deployment-CentOS-httpd-mod-fcgid-tp60979p61011.html
> Sent from the Request Tracker - User mailing list archive at Nabble.com.
>
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From chrisherrmann7 at gmail.com  Wed Nov 25 04:31:35 2015
From: chrisherrmann7 at gmail.com (Chris Herrmann)
Date: Wed, 25 Nov 2015 20:31:35 +1100
Subject: [rt-users] RT unusably slow on iPhone / TLS
Message-ID: <CAE+JXUWxKWR5-KrJr7NE_OnFOYqbqYRVLVuJpWLFue9LK3w7JQ@mail.gmail.com>

hi all,

I'm really not sure where to start troubleshooting this. If I use a
computer to access our RT instance, then the speed is good. If I use any
iPhone, then the speed is terrible. 6S/5S/4S iOS7/8/9 - all terrible. By
terrible - I mean that the front page might take 10 seconds to load. If I
tap the username field, it might take a further 10 seconds before I can
enter text. Each and every tap / submit / etc is unusably slow. The key is
a 2048 RSA which should be OK on an iphone.

It *feels* like a site that's using horrible javascript, making the browser
unresponsive. But on an iPhone I really have no way of testing this (well
that I'm aware of).

We're running it on nginx, TLS, self signed cert - signed by an internal CA
that is trusted by the phone. I've tried things ranging from spdy (html/2
not supported on iphone), loading the pem with all of the certs in the
chain, enabling caching of static objects - no difference.

Just to be clear - it's fast on a regular PC / browser. Just slow on phones
(mobile & regular interface) - slow regardless of location (i.e. wifi in
the office to the server, 4G... no difference).

any ideas where I should look? or what do i need to tell you... to try and
get help?

Thanks!

Chris
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From chrisherrmann7 at gmail.com  Wed Nov 25 04:53:32 2015
From: chrisherrmann7 at gmail.com (Chris Herrmann)
Date: Wed, 25 Nov 2015 20:53:32 +1100
Subject: [rt-users] RT unusably slow on iPhone / TLS
In-Reply-To: <CAE+JXUWxKWR5-KrJr7NE_OnFOYqbqYRVLVuJpWLFue9LK3w7JQ@mail.gmail.com>
References: <CAE+JXUWxKWR5-KrJr7NE_OnFOYqbqYRVLVuJpWLFue9LK3w7JQ@mail.gmail.com>
Message-ID: <CAE+JXUV7=vHf_bOchoK5gTAsD1svd_X5o0mHc7s-00KA=RByGw@mail.gmail.com>

Poor form to reply to your own question... just tried Chrome on iOS - much
faster. Firefox refuses to load completely because it's a self signed cert.

On 25 November 2015 at 20:31, Chris Herrmann <chrisherrmann7 at gmail.com>
wrote:

> hi all,
>
> I'm really not sure where to start troubleshooting this. If I use a
> computer to access our RT instance, then the speed is good. If I use any
> iPhone, then the speed is terrible. 6S/5S/4S iOS7/8/9 - all terrible. By
> terrible - I mean that the front page might take 10 seconds to load. If I
> tap the username field, it might take a further 10 seconds before I can
> enter text. Each and every tap / submit / etc is unusably slow. The key is
> a 2048 RSA which should be OK on an iphone.
>
> It *feels* like a site that's using horrible javascript, making the
> browser unresponsive. But on an iPhone I really have no way of testing this
> (well that I'm aware of).
>
> We're running it on nginx, TLS, self signed cert - signed by an internal
> CA that is trusted by the phone. I've tried things ranging from spdy
> (html/2 not supported on iphone), loading the pem with all of the certs in
> the chain, enabling caching of static objects - no difference.
>
> Just to be clear - it's fast on a regular PC / browser. Just slow on
> phones (mobile & regular interface) - slow regardless of location (i.e.
> wifi in the office to the server, 4G... no difference).
>
> any ideas where I should look? or what do i need to tell you... to try and
> get help?
>
> Thanks!
>
> Chris
>
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From chrislist at de-punkt.de  Wed Nov 25 05:53:58 2015
From: chrislist at de-punkt.de (Christopher Kunz)
Date: Wed, 25 Nov 2015 11:53:58 +0100
Subject: [rt-users] Upgrade-database from 4.0.8 to 4.4.0rc2 fails
Message-ID: <56559346.8030406@de-punkt.de>

Hi,

I'm trying to upgrade an RT 4.0.8 instance (only lightly modified in
RT_SiteConfig.pm, no fancy stuff) to 4.4.0RC2. The 'make
upgrade-database' target fails at the following points:

== 4.0.8 => 4.0.9 ==
Processing 4.0.9
Now inserting data.
[11815] [Wed Nov 25 10:44:34 2015] [warning]: DBD::mysql::st execute
failed: Unknown column 'main.SortOrder' in 'order clause' at
/usr/local/share/perl/5.20.2/DBIx/SearchBuilder/Handle.pm line 586, <>
line 1. (/usr/local/share/perl/5.20.2/DBIx/SearchBuilder/Handle.pm:586)
[11815] [Wed Nov 25 10:44:34 2015] [warning]: RT::Handle=HASH(0x4878b28)
couldn't execute the query 'SELECT main.* FROM Queues main  WHERE
(main.Lifecycle IS NULL OR main.Lifecycle = '' OR main.Lifecycle = '0')
 ORDER BY main.SortOrder ASC, main.Name ASC ' at
/usr/local/share/perl/5.20.2/DBIx/SearchBuilder/Handle.pm line 599, <>
line 1.
	DBIx::SearchBuilder::Handle::SimpleQuery(RT::Handle=HASH(0x4878b28),
"SELECT main.* FROM Queues main  WHERE (main.Lifecycle IS NULL"...)
called at /usr/local/share/perl/5.20.2/DBIx/SearchBuilder.pm line 239
	DBIx::SearchBuilder::_DoSearch(RT::Queues=HASH(0x996a060)) called at
/usr/local/src/rt-4.4/sbin/../lib/RT/SearchBuilder.pm line 982
	RT::SearchBuilder::_DoSearch(RT::Queues=HASH(0x996a060)) called at
/usr/local/share/perl/5.20.2/DBIx/SearchBuilder.pm line 507
	DBIx::SearchBuilder::Next(RT::Queues=HASH(0x996a060)) called at
./etc/upgrade/4.0.9/content line 29
	RT::Handle::__ANON__() called at
/usr/local/src/rt-4.4/sbin/../lib/RT/Handle.pm line 866
	eval {...} called at /usr/local/src/rt-4.4/sbin/../lib/RT/Handle.pm
line 866
	RT::Handle::InsertData(RT::Handle=HASH(0x4878b28),
"./etc/upgrade/4.0.9/content", undef) called at sbin/rt-setup-database
line 390
	main::__ANON__() called at ./etc/upgrade/4.1.13/backcompat line 34
	main::__ANON__(CODE(0x98e2f50)) called at sbin/rt-setup-database line 400
	main::__ANON__() called at sbin/rt-setup-database line 403
	main::action_insert("backcompat", ARRAY(0xe413f0), "action", "upgrade",
"prompt-for-dba-password", 1, "datafile", undef, "datadir", ...) called
at sbin/rt-setup-database line 571
	main::action_upgrade("action", "upgrade", "prompt-for-dba-password", 1,
"package", "RT") called at sbin/rt-setup-database line 210
(/usr/share/perl/5.20/Carp.pm:169)

Then the upgrades to 4.0.12 through 4.1.0 run through without issue, but
after that:

??Processing 4.1.1
Now populating database schema.
[11815] [Wed Nov 25 10:44:40 2015] [critical]: DBD::mysql::st execute
failed: Duplicate column name 'Disabled' at
/usr/local/src/rt-4.4/sbin/../lib/RT/Handle.pm line 552.
(/usr/local/src/rt-4.4/sbin/../lib/RT.pm:390)
DBD::mysql::st execute failed: Duplicate column name 'Disabled' at
/usr/local/src/rt-4.4/sbin/../lib/RT/Handle.pm line 552.
Makefile:391: recipe for target 'upgrade-database' failed
make: *** [upgrade-database] Error 255

How can I fix this issue? Can't find anything in the upgrade docs, let
alone UPGRADING.mysql, that points to a possible cause for these errors.

Thanks for any pointers!

Regards,

--ck


From bparish at cognex.com  Wed Nov 25 08:01:10 2015
From: bparish at cognex.com (Parish, Brent)
Date: Wed, 25 Nov 2015 13:01:10 +0000
Subject: [rt-users] RT Import and nested groups
In-Reply-To: <483375169.46622688.1448403906236.JavaMail.zimbra@sfu.ca>
References: <1693284179.46616708.1448403739661.JavaMail.zimbra@sfu.ca>
 <483375169.46622688.1448403906236.JavaMail.zimbra@sfu.ca>
Message-ID: <4c560332face4dc7a9695a924f3c01b1@USNAEXCP1.pc.cognex.com>

Hi.

I've found that I have to be sure that each group (within the nested groups) needs to match the AD filter in RT_SiteConfig.pm.
(yours probably does, just throwing It out there for completeness)

Also, in my case the nested groups all imported, but do not automatically maintain their nested relationships (at least not in 4.4.0 where I was testing this).
(I had to go into RT to make one group a member of the other)

On the other hand, if you were referring to the import of the USERS within the nested groups, that?s a different story.
I have not used group membership myself in the $LDAPFilter within RT_SiteConfig.pm.
Mine looks something like this:
Set($LDAPFilter, '(&(sAMAccountType=805306368)(!(userAccountControl:1.2.840.113556.1.4.803:=2)))');

RT imports all active accounts, then the groups (according to $LDAPGroupFilter), then adds the appropriate users to groups.

- Brent



-----Original Message-----
From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of James A. Peltier
Sent: Tuesday, November 24, 2015 5:25 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] RT Import and nested groups

Hi All,

We have an RT installation that we're trying to sync AD Groups into RT groups.  These groups in AD have other groups nested in them. When doing an rt-import the groups are empty.  Looking at the code it doesn't appear that there is a way to get the list of users out of AD and into RT using this method.  Is that correct?

-- 
James A. Peltier
IT Services - Research Computing Group
Simon Fraser University - Burnaby Campus
Phone   : 604-365-6432
Fax     : 778-782-3045
E-Mail  : jpeltier at sfu.ca
Website : https://urldefense.proofpoint.com/v2/url?u=http-3A__www.sfu.ca_itservices&d=CwICaQ&c=VCWpAYkS3z1bOCIxc-BPGZarCq9MRCAVxZJE051VqH8&r=luSRdPePk6fhFa3rH2PFBzWEtgcJguY0a__6vpfaX-I&m=eAVeEW_cCH-0tdTNDuPsYhDflc8JZpcFyh_RGlbwX3w&s=8xUGQD0FMBk9hwYcPp3OTSP5FCW__7GIGbrL9hiEuvI&e= 
Twitter : @sfu_rcg
Powering Engagement Through Technology

From armhamer at uw.edu  Wed Nov 25 15:06:53 2015
From: armhamer at uw.edu (Armin Liedtke)
Date: Wed, 25 Nov 2015 20:06:53 +0000
Subject: [rt-users] RT Assets grouping behaviour
In-Reply-To: <03fa01d1200d$5bf71c40$13e554c0$@ambertech.com.au>
References: <03fa01d1200d$5bf71c40$13e554c0$@ambertech.com.au>
Message-ID: <SN1PR08MB1870EADE4D315F3A76F37044AF050@SN1PR08MB1870.namprd08.prod.outlook.com>

Brett,

I didn't see any replies to this so I thought I would send this along.
Check out $AssetBasicCustomFieldsOnCreate
https://www.bestpractical.com/docs/assets/1.05/Assets_Config.html

Set($AssetBasicCustomFieldsOnCreate, ['Manufacturer', 'Master ID', 'Part number', 'Serial number', 'Install date'] );

Hope that helps!

Armin


From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Brett Chambers
Sent: Sunday, November 15, 2015 5:23 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] RT Assets grouping behaviour

Hi,

I've been experimenting with RT Assets - specifically Asset custom field grouping<https://www.bestpractical.com/docs/assets/1.0/RT/Extension/Assets.html#Groupings>. I've encountered the following behaviour, which seems like a bug to me.

In RT_SiteConfig.pm, I'm trying to add Asset custom fields to the built in grouping 'Basics'. Extract below...

Set(%CustomFieldGroupings,
    'RT::Ticket' => [
        'Product Details' => ['Manufacturer', 'Product', 'Master ID', 'Part number', 'Part description', 'Serial Number', '', 'Date of Purchase', 'Purchased from'],
        'Basics'          => ['SLA', 'Fault Type'],
        'People'          => ['Phone number', 'Postcode'],
        'RA Details'      => ['Detail of Fault', 'Warranty Status', 'Pronto Job #', 'Vendor RA Approval #', 'Vendor RA Order #', 'Vendor shipping method', 'Incoming Vendor tracking', 'Faulty part received', 'Replacement part received', 'Replacement part sent', 'Outgoing Vendor tracking'],
        'Support Actions' => ['Return auto-reply'],
    ],

    'RT::Asset' => {
        'Basics'        => ['Manufacturer', 'Master ID', 'Part number', 'Serial number', 'Install date'],
    },
);

When I go the 'Create Asset' page to create a new asset in the defined Asset Catalog, my custom fields do not appear under 'Basics'.
However, if I search 'Assets', the Custom Fields appear under the built in 'Basics' group.

The behaviour is different to that of creating a new Ticket - custom fields appear under the 'Basics' built in group for tickets, as you would expect.

Furthermore, if I use a custom grouping name instead of the built in 'Basics' (e.g. 'My Asset'), the defined group and the assigned CFs appear in the 'Create Asset' page.


Has anyone experienced this behaviour before, or should I log a bug for it?

Version info
RT v4.2.12
RT Assets v1.0.5

Regards,
Brett


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From dwdixon at umich.edu  Wed Nov 25 16:25:35 2015
From: dwdixon at umich.edu (dwdixon)
Date: Wed, 25 Nov 2015 14:25:35 -0700 (MST)
Subject: [rt-users] Trouble/Error with Web deployment
	httpd/apache/mod_fcgid
In-Reply-To: <CAEzU4UzTCXNnd_Qd2_Z8m_V9yBPEG7z6r-_jNX=O0Uwtq2B9OQ@mail.gmail.com>
References: <5C4B841CCF894A4CBD8B13E25E2A575F236EF62D@exchange2.dtnet.de>
 <1448300159210-60989.post@n7.nabble.com>
 <5C4B841CCF894A4CBD8B13E25E2A575F236EFB6E@exchange2.dtnet.de>
 <5C4B841CCF894A4CBD8B13E25E2A575F236EFD56@exchange2.dtnet.de>
 <1448312279014-60997.post@n7.nabble.com>
 <DA3A4FD5-ED8C-45C9-A583-031AE70E0BE8@billmail.scconsult.com>
 <1448320670288-61003.post@n7.nabble.com>
 <SN1PR0301MB20462F3449EE202ABE565AFDDC060@SN1PR0301MB2046.namprd03.prod.outlook.com>
 <1448404254112-61011.post@n7.nabble.com>
 <CAEzU4UzTCXNnd_Qd2_Z8m_V9yBPEG7z6r-_jNX=O0Uwtq2B9OQ@mail.gmail.com>
Message-ID: <1448486735695-61021.post@n7.nabble.com>

Thanks much Gerald, I didn't know about trying that....so I executed the make
fixperms and it seems to have done what it's supposed to do but still no
luck for me....I noticed in testing that if I edited httpd.conf and changed
the DocumentRoot to /opt/rt4/share/html/ after that when I browsed to RT in
my web browser I got the RT "Almost there" incorrect configuration
page....so I'm assuming that either Apache isn't picking up my 
/etc/httpd/conf.d/rt.conf file configurations for some reason and/or the RT
site content in /opt/rt4/share/html/ is still not accessible by apache
somehow for some reason...if there is anyone running RT 4.2.12 that can
share their configuration files (httpd.conf &
/conf.d/yourRTspecificfile.conf) with me or knows what's wrong here I'd be
extremely grateful!

Below are my permissions of /opt/rt4/share/html/  are these correct?

****************************************************
# pwd && ls -la
/opt/rt4/share/html
total 108
drwxr-xr-x. 21 root bin  4096 Nov 23 20:46 .
drwxr-xr-x.  6 root root 4096 Nov 23 20:46 ..
drwxr-xr-x. 11 root bin  4096 Nov 23 20:46 Admin
drwxr-xr-x.  3 root bin  4096 Nov 23 20:46 Approvals
drwxr-xr-x.  4 root bin  4096 Nov 23 20:46 Articles
-rw-r--r--.  1 root bin  2201 Nov 23 20:46 autohandler
drwxr-xr-x.  3 root bin  4096 Nov 23 20:46 Dashboards
-rw-r--r--.  1 root bin  2285 Nov 23 20:46 dhandler
drwxr-xr-x.  3 root bin  4096 Nov 23 20:46 Download
drwxr-xr-x. 15 root bin  4096 Nov 23 20:46 Elements
drwxr-xr-x.  3 root bin  4096 Nov 23 20:46 Errors
drwxr-xr-x.  4 root bin  4096 Nov 23 20:46 Helpers
-rw-r--r--.  1 root bin  6027 Nov 23 20:46 index.html
drwxr-xr-x.  3 root bin  4096 Nov 23 20:46 Install
-rw-r--r--.  1 root bin  2231 Nov 23 20:46 l
-rw-r--r--.  1 root bin  2188 Nov 23 20:46 l_unsafe
drwxr-xr-x.  5 root bin  4096 Nov 23 20:46 m
drwxr-xr-x.  8 root bin  4096 Nov 23 20:46 NoAuth
drwxr-xr-x.  2 root bin  4096 Nov 23 20:46 Prefs
drwxr-xr-x.  3 root bin  4096 Nov 23 20:46 REST
drwxr-xr-x.  3 root bin  4096 Nov 23 20:46 Search
drwxr-xr-x.  6 root bin  4096 Nov 23 20:46 SelfService
drwxr-xr-x.  5 root bin  4096 Nov 23 20:46 Ticket
drwxr-xr-x.  2 root bin  4096 Nov 23 20:46 Tools
drwxr-xr-x.  3 root bin  4096 Nov 23 20:46 User
drwxr-xr-x.  3 root bin  4096 Nov 23 20:46 Widgets
*******************************************************

Thank you!


-Drew



--
View this message in context: http://requesttracker.8502.n7.nabble.com/Trouble-Error-with-Web-deployment-CentOS-httpd-mod-fcgid-tp60979p61021.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.


From ewan.meadows at gmail.com  Wed Nov 25 17:58:44 2015
From: ewan.meadows at gmail.com (Ewan Meadows)
Date: Wed, 25 Nov 2015 22:58:44 +0000
Subject: [rt-users] Adding priority to QuickCreate
Message-ID: <CAGCfTUjDv6a-GMrM5jdQaxNPgmHe7h_raJSVgbEkOMySjHQLSw@mail.gmail.com>

Ok, this is driving me barmy.

Can someone point me in the right direction to get Priority added to
the QuickCreate portlet?  Because I've come up with this:
https://bpaste.net/show/ccfd659d3166

And although I get the right options, it never sets the priority.

Anyone care to help me out with this frustrating problem?


From mzagrabe at d.umn.edu  Wed Nov 25 18:05:46 2015
From: mzagrabe at d.umn.edu (Matt Zagrabelny)
Date: Wed, 25 Nov 2015 17:05:46 -0600
Subject: [rt-users] Adding priority to QuickCreate
In-Reply-To: <CAGCfTUjDv6a-GMrM5jdQaxNPgmHe7h_raJSVgbEkOMySjHQLSw@mail.gmail.com>
References: <CAGCfTUjDv6a-GMrM5jdQaxNPgmHe7h_raJSVgbEkOMySjHQLSw@mail.gmail.com>
Message-ID: <CAOLfK3X9v6TMaRs9CK-92OkBBbyiDtzTwFgzpSC1x8C_a4ScUA@mail.gmail.com>

On Wed, Nov 25, 2015 at 4:58 PM, Ewan Meadows <ewan.meadows at gmail.com> wrote:
> Ok, this is driving me barmy.
>
> Can someone point me in the right direction to get Priority added to
> the QuickCreate portlet?  Because I've come up with this:
> https://bpaste.net/show/ccfd659d3166
>
> And although I get the right options, it never sets the priority.
>
> Anyone care to help me out with this frustrating problem?

share/html/Elements/QuickCreate has callback hooks. Use those.

-m


From rtusers-20090205 at billmail.scconsult.com  Wed Nov 25 20:26:12 2015
From: rtusers-20090205 at billmail.scconsult.com (Bill Cole)
Date: Wed, 25 Nov 2015 20:26:12 -0500
Subject: [rt-users] Trouble/Error with Web deployment
 httpd/apache/mod_fcgid
In-Reply-To: <1448404254112-61011.post@n7.nabble.com>
References: <1448297860799-60985.post@n7.nabble.com>
 <1448298550044-60987.post@n7.nabble.com>
 <5C4B841CCF894A4CBD8B13E25E2A575F236EF62D@exchange2.dtnet.de>
 <1448300159210-60989.post@n7.nabble.com>
 <5C4B841CCF894A4CBD8B13E25E2A575F236EFB6E@exchange2.dtnet.de>
 <5C4B841CCF894A4CBD8B13E25E2A575F236EFD56@exchange2.dtnet.de>
 <1448312279014-60997.post@n7.nabble.com>
 <DA3A4FD5-ED8C-45C9-A583-031AE70E0BE8@billmail.scconsult.com>
 <1448320670288-61003.post@n7.nabble.com>
 <SN1PR0301MB20462F3449EE202ABE565AFDDC060@SN1PR0301MB2046.namprd03.prod.outlook.com>
 <1448404254112-61011.post@n7.nabble.com>
Message-ID: <6AA92FB9-C4FE-4852-B24A-F1554D1DCECA@billmail.scconsult.com>

On 24 Nov 2015, at 17:30, dwdixon wrote:

>      ScriptAlias / /opt/rt4/sbin/rt-server.fcgi/

I'm SHOCKED that your Apache error log says nothing about that...  


From ewan.meadows at gmail.com  Thu Nov 26 12:35:14 2015
From: ewan.meadows at gmail.com (Ewan Meadows)
Date: Thu, 26 Nov 2015 17:35:14 +0000
Subject: [rt-users] Adding priority to QuickCreate
In-Reply-To: <CAGCfTUgnOjtji2SqXvkrtt78SeR9z+kvZyKOGODL42ix21YY3w@mail.gmail.com>
References: <CAGCfTUjDv6a-GMrM5jdQaxNPgmHe7h_raJSVgbEkOMySjHQLSw@mail.gmail.com>
 <CAOLfK3X9v6TMaRs9CK-92OkBBbyiDtzTwFgzpSC1x8C_a4ScUA@mail.gmail.com>
 <CAGCfTUgnOjtji2SqXvkrtt78SeR9z+kvZyKOGODL42ix21YY3w@mail.gmail.com>
Message-ID: <CAGCfTUiAeQ2oD3b5r_a9NjAwokSPwpfnBnPr2CxZ1bOrqAaBGA@mail.gmail.com>

Ok, so I got it working with a bit of help from trwww in IRC:

Add the following to share/html/Elements/QuickCreate:

<tr class="input-row">
<td class="label"><&|/l&>Priority</&>:</td><td class="value">
<& /Elements/SelectPriority, Name => 'InitialPriority', Default =>
$args->{InitialPriority} &>
</td>
</tr>
</td></tr>

And also modify share/html/index/html to include the following:

   if ( $ValidCFs && !$skip_create ) {
        my ($t, $msg) = CreateTicket(
                        Queue => $ARGS{'Queue'},
                        Owner => $ARGS{'Owner'},
                        Status => $ARGS{'Status'},
                        InitialPriority => $ARGS{'InitialPriority'},

Hope this information is useful to someone

On 26 November 2015 at 09:14, Ewan Meadows <ewan.meadows at gmail.com> wrote:
> I did, but it appears to me that the priority gets set during ticket
> creation by the Queue mechanism?
>
> On 25 November 2015 at 23:05, Matt Zagrabelny <mzagrabe at d.umn.edu> wrote:
>> On Wed, Nov 25, 2015 at 4:58 PM, Ewan Meadows <ewan.meadows at gmail.com> wrote:
>>> Ok, this is driving me barmy.
>>>
>>> Can someone point me in the right direction to get Priority added to
>>> the QuickCreate portlet?  Because I've come up with this:
>>> https://bpaste.net/show/ccfd659d3166
>>>
>>> And although I get the right options, it never sets the priority.
>>>
>>> Anyone care to help me out with this frustrating problem?
>>
>> share/html/Elements/QuickCreate has callback hooks. Use those.
>>
>> -m


From chrislist at de-punkt.de  Fri Nov 27 07:54:57 2015
From: chrislist at de-punkt.de (Christopher Kunz)
Date: Fri, 27 Nov 2015 13:54:57 +0100
Subject: [rt-users] Upgrade-database from 4.0.8 to 4.4.0rc2 fails
In-Reply-To: <56559346.8030406@de-punkt.de>
References: <56559346.8030406@de-punkt.de>
Message-ID: <565852A1.2060700@de-punkt.de>

Hi again,

> Now populating database schema.
> [11815] [Wed Nov 25 10:44:40 2015] [critical]: DBD::mysql::st execute
> failed: Duplicate column name 'Disabled' at
> /usr/local/src/rt-4.4/sbin/../lib/RT/Handle.pm line 552.
> (/usr/local/src/rt-4.4/sbin/../lib/RT.pm:390)
> DBD::mysql::st execute failed: Duplicate column name 'Disabled' at
> /usr/local/src/rt-4.4/sbin/../lib/RT/Handle.pm line 552.
> Makefile:391: recipe for target 'upgrade-database' failed
> make: *** [upgrade-database] Error 255
> 
FWIW, I manually fixed about a dozen errors (non-existant columns,
double columns and the likes) in the various database schemas and ran
make upgrade-database multiple times until it finally completed
successfully. Took me about an hour (and I'm not sure what caused it,
since my 4.0.8 installation is vanilla, database-wise).

--ck



From bchambers at ambertech.com.au  Sun Nov 29 19:20:27 2015
From: bchambers at ambertech.com.au (Brett Chambers)
Date: Mon, 30 Nov 2015 11:20:27 +1100
Subject: [rt-users] RT Assets grouping behaviour
In-Reply-To: <SN1PR08MB1870EADE4D315F3A76F37044AF050@SN1PR08MB1870.namprd08.prod.outlook.com>
References: <03fa01d1200d$5bf71c40$13e554c0$@ambertech.com.au>
 <SN1PR08MB1870EADE4D315F3A76F37044AF050@SN1PR08MB1870.namprd08.prod.outlook.com>
Message-ID: <037701d12b04$ea30b820$be922860$@ambertech.com.au>

Thanks Armin,

 

That did the trick!

 

I did get a reply off the list too (thanks Tony) advising of
$AssetBasicCustomFieldsOnCreate; I appreciate the link to the Assets_Config
page - can't believe I missed it before.

 

Cheers,

Brett

 

From: Armin Liedtke [mailto:armhamer at uw.edu] 
Sent: Thursday, 26 November 2015 7:07 AM
To: Brett Chambers <bchambers at ambertech.com.au>;
rt-users at lists.bestpractical.com
Subject: RE: [rt-users] RT Assets grouping behaviour

 

Brett,

 

I didn't see any replies to this so I thought I would send this along.

Check out $AssetBasicCustomFieldsOnCreate

https://www.bestpractical.com/docs/assets/1.05/Assets_Config.html

 

Set($AssetBasicCustomFieldsOnCreate, ['Manufacturer', 'Master ID', 'Part
number', 'Serial number', 'Install date'] );

 

Hope that helps!

 

Armin

 

 

From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf
Of Brett Chambers
Sent: Sunday, November 15, 2015 5:23 PM
To: rt-users at lists.bestpractical.com
<mailto:rt-users at lists.bestpractical.com> 
Subject: [rt-users] RT Assets grouping behaviour

 

Hi,

 

I've been experimenting with RT Assets - specifically Asset custom field
grouping
<https://www.bestpractical.com/docs/assets/1.0/RT/Extension/Assets.html#Grou
pings> . I've encountered the following behaviour, which seems like a bug to
me.

 

In RT_SiteConfig.pm, I'm trying to add Asset custom fields to the built in
grouping 'Basics'. Extract below.

 

Set(%CustomFieldGroupings,

    'RT::Ticket' => [

        'Product Details' => ['Manufacturer', 'Product', 'Master ID', 'Part
number', 'Part description', 'Serial Number', '', 'Date of Purchase',
'Purchased from'],

        'Basics'          => ['SLA', 'Fault Type'],

        'People'          => ['Phone number', 'Postcode'],

        'RA Details'      => ['Detail of Fault', 'Warranty Status', 'Pronto
Job #', 'Vendor RA Approval #', 'Vendor RA Order #', 'Vendor shipping
method', 'Incoming Vendor tracking', 'Faulty part received', 'Replacement
part received', 'Replacement part sent', 'Outgoing Vendor tracking'],

        'Support Actions' => ['Return auto-reply'],

    ],

 

    'RT::Asset' => {

        'Basics'        => ['Manufacturer', 'Master ID', 'Part number',
'Serial number', 'Install date'],

    },

);

 

When I go the 'Create Asset' page to create a new asset in the defined Asset
Catalog, my custom fields do not appear under 'Basics'.

However, if I search 'Assets', the Custom Fields appear under the built in
'Basics' group.

 

The behaviour is different to that of creating a new Ticket - custom fields
appear under the 'Basics' built in group for tickets, as you would expect.

 

Furthermore, if I use a custom grouping name instead of the built in
'Basics' (e.g. 'My Asset'), the defined group and the assigned CFs appear in
the 'Create Asset' page.

 

 

Has anyone experienced this behaviour before, or should I log a bug for it?

 

Version info

RT v4.2.12

RT Assets v1.0.5

 

Regards,

Brett

 

 

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From gejimene at gmail.com  Mon Nov 30 11:15:12 2015
From: gejimene at gmail.com (Gerald Jimenez)
Date: Mon, 30 Nov 2015 11:15:12 -0500
Subject: [rt-users] Trouble/Error with Web deployment
	httpd/apache/mod_fcgid
In-Reply-To: <4BBC6AE9-A045-4F8C-85CC-962444572637@billmail.scconsult.com>
References: <1448294525387-60979.post@n7.nabble.com>
 <4BBC6AE9-A045-4F8C-85CC-962444572637@billmail.scconsult.com>
Message-ID: <CAEzU4Ux5N4+9mMAdo+73OfYcjxArfoe3y5G0o_6qxLZcOOscRQ@mail.gmail.com>

Thaks a lot Bill,

This answer helped me to install rt 4.2.12 on Centos 7 solving my perl
modules problems because they were installed on /root/perl5/

Regards,


On Mon, Nov 23, 2015 at 4:06 PM, Bill Cole <
rtusers-20090205 at billmail.scconsult.com> wrote:

> On 23 Nov 2015, at 11:02, dwdixon wrote:
>
> I'm not an Apache/httpd configuration
>> expert especially when modules are involved so I would GREATLY appreciate
>> any and all help:
>>
>>
>> ****************************************************************************
>> Can't locate UNIVERSAL/require.pm in @INC (@INC contains:
>> /opt/rt4/sbin/../local/lib /opt/rt4/sbin/../lib /usr/local/lib64/perl5
>> /usr/local/share/perl5 /usr/lib64/perl5/vendor_perl
>> /usr/share/perl5/vendor_perl /usr/lib64/perl5 /usr/share/perl5 .) at
>> /opt/rt4/sbin/../lib/RT.pm line 60.
>> BEGIN failed--compilation aborted at /opt/rt4/sbin/../lib/RT.pm line 60.
>> Compilation failed in require at /opt/rt4/sbin/rt-server.fcgi line 86.
>>
>> ****************************************************************************
>>
>
> As others have noted, using CPAN on CentOS 7 can be sketchy. It's very
> easy to be drawn into installing modules locally under /root/perl5/ where
> normal Perl programs won't ever see them or clobbering files owned by
> yum-installed packages. Care is needed...
>
> For the immediate issue, you can resolve the problem by enabling the EPEL
> repository for yum (see https://fedoraproject.org/wiki/EPEL) and
> installing the needed module:
>
>         yum install perl-UNIVERSAL-require
>
> HOWEVER, since you have had stuff installed (presumably by CPAN and a
> local::lib configuration) in a private place only for use by root with
> suitable variables in the environment, you probably want to fix that[1] and
> install everything possible for RT via yum, filling in whatever is missing
> with CPAN *NOT* using a private module tree. I recently did this for a
> RT4.4rc1 install on CentOS 7 by massaging the output of "make testdeps"
> into a whopping huge yum command[2]:
>
>         make testdeps  |fgrep MISSING |egrep -v ' (owner|group)
> |>=5\.10\.'|awk '{print $1}'|sort -u |sed 's/::/-/g'|sed 's/^/perl-/'|
> xargs -rt yum list|grep '^perl-' |awk '{print $1}' |xargs -rt yum install -y
>
> Following that (go get a cup of coffee, it will be a while...) you MAY
> still have unmet dependencies, since RT demands various modules and
> versions of modules that the EPEL and "base" repos don't have. Those can be
> installed from CPAN (or 'make fixdeps') after "yum erase"-ing any too-old
> versions that were installed with yum.
>
>
> FOOTNOTES:
>
> [1] Wipe the private tree for root:
>
>                 rm -rf /root/perl5/
>
>     Remove any lines from /root/.bashrc or /root/.bash_profile like these
>     which set up the relevant environment variables for local::lib :
>
>                 export
> PERL_LOCAL_LIB_ROOT="$PERL_LOCAL_LIB_ROOT:/root/perl5";
>                 export PERL_MB_OPT="--install_base /root/perl5";
>                 export PERL_MM_OPT="INSTALL_BASE=/root/perl5";
>                 export PERL5LIB="/root/perl5/lib/perl5:$PERL5LIB";
>                 export PATH="/root/perl5/bin:$PATH";
>
>
> [2] ARE YOU CRAZY? Don't just run that because I said so! Be sure you
> understand what it DOES! Test it by breaking the pipeline before that last
> xargs and see if what it's going to install seems sane FOR YOUR SYSTEM.
>
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From dwdixon at umich.edu  Mon Nov 30 12:23:07 2015
From: dwdixon at umich.edu (dwdixon)
Date: Mon, 30 Nov 2015 10:23:07 -0700 (MST)
Subject: [rt-users] Trouble/Error with Web deployment
	httpd/apache/mod_fcgid
In-Reply-To: <6AA92FB9-C4FE-4852-B24A-F1554D1DCECA@billmail.scconsult.com>
References: <5C4B841CCF894A4CBD8B13E25E2A575F236EF62D@exchange2.dtnet.de>
 <1448300159210-60989.post@n7.nabble.com>
 <5C4B841CCF894A4CBD8B13E25E2A575F236EFB6E@exchange2.dtnet.de>
 <5C4B841CCF894A4CBD8B13E25E2A575F236EFD56@exchange2.dtnet.de>
 <1448312279014-60997.post@n7.nabble.com>
 <DA3A4FD5-ED8C-45C9-A583-031AE70E0BE8@billmail.scconsult.com>
 <1448320670288-61003.post@n7.nabble.com>
 <SN1PR0301MB20462F3449EE202ABE565AFDDC060@SN1PR0301MB2046.namprd03.prod.outlook.com>
 <1448404254112-61011.post@n7.nabble.com>
 <6AA92FB9-C4FE-4852-B24A-F1554D1DCECA@billmail.scconsult.com>
Message-ID: <1448904187899-61029.post@n7.nabble.com>

Hi Bill,

I am not seeing anything in my apache error log regarding the config line
you've highlighted here, I obtained all the contents of my
/etc/httpd/conf.d/rt.conf file from the RT documentation  here
<https://www.bestpractical.com/docs/rt/4.2/web_deployment.html#mod_fcgid>  
I must not be inferring what you're hinting at perhaps?  

It still seems as though apache/httpd is just not picking up my rt.conf file
in the conf.d directory since it seems it's still trying to serve the
content from the default directory in the default httpd.conf
(/var/www/html/) any idea's on what may be causing that? Thank you all for
your help and patience with this it is definitely very much appreciated.

rt.conf again for convenience:
************************************************************
<VirtualHost rt-ir-sandbox.snip.snip.snip>
        ### Optional apache logs for RT
        # Ensure that your log rotation scripts know about these files
        # ErrorLog /opt/rt4/var/log/apache2.error
        # TransferLog /opt/rt4/var/log/apache2.access
        # LogLevel debug

        AddDefaultCharset UTF-8

        ScriptAlias / /opt/rt4/sbin/rt-server.fcgi/

        DocumentRoot "/opt/rt4/share/html"
        <Location />

            Require all granted

            Options +ExecCGI
            AddHandler fcgid-script fcgi
        </Location>
    </VirtualHost>
*****************************************************



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From rtusers-20090205 at billmail.scconsult.com  Mon Nov 30 14:08:44 2015
From: rtusers-20090205 at billmail.scconsult.com (Bill Cole)
Date: Mon, 30 Nov 2015 14:08:44 -0500
Subject: [rt-users] Trouble/Error with Web deployment
 httpd/apache/mod_fcgid
In-Reply-To: <1448904187899-61029.post@n7.nabble.com>
References: <5C4B841CCF894A4CBD8B13E25E2A575F236EF62D@exchange2.dtnet.de>
 <1448300159210-60989.post@n7.nabble.com>
 <5C4B841CCF894A4CBD8B13E25E2A575F236EFB6E@exchange2.dtnet.de>
 <5C4B841CCF894A4CBD8B13E25E2A575F236EFD56@exchange2.dtnet.de>
 <1448312279014-60997.post@n7.nabble.com>
 <DA3A4FD5-ED8C-45C9-A583-031AE70E0BE8@billmail.scconsult.com>
 <1448320670288-61003.post@n7.nabble.com>
 <SN1PR0301MB20462F3449EE202ABE565AFDDC060@SN1PR0301MB2046.namprd03.prod.outlook.com>
 <1448404254112-61011.post@n7.nabble.com>
 <6AA92FB9-C4FE-4852-B24A-F1554D1DCECA@billmail.scconsult.com>
 <1448904187899-61029.post@n7.nabble.com>
Message-ID: <F81FCAC4-854C-41F8-AB59-7C80AD4CE121@billmail.scconsult.com>

On 30 Nov 2015, at 12:23, dwdixon wrote:

> Hi Bill,
>
> I am not seeing anything in my apache error log regarding the config 
> line
> you've highlighted here, I obtained all the contents of my
> /etc/httpd/conf.d/rt.conf file from the RT documentation  here
> <https://www.bestpractical.com/docs/rt/4.2/web_deployment.html#mod_fcgid>
> I must not be inferring what you're hinting at perhaps?
>
> It still seems as though apache/httpd is just not picking up my 
> rt.conf file
> in the conf.d directory since it seems it's still trying to serve the
> content from the default directory in the default httpd.conf
> (/var/www/html/)

My mistake: I thought it was showing you /opt/rt4/share/html/index.html, 
which would have indicated that your rt.conf was being read but the 
ScriptAlias line not working. Anything that could cause that would 
normally cause Apache to complain, either during its startup or when a 
suitable URL was requested.


> any idea's on what may be causing that?

If you're seeing /var/www/html/ as the document root, that implies 
Apache isn't recognizing the URL you're giving it as mapping to the 
virtual host you've defined in rt.conf.

Try running "httpd -S" (basically: a summary of Apache's parsed 
configuration) and see what it says about virtual hosts. My first guess 
would be that you need a ServerName directive inside the VirtualHost 
block in rt.conf, but it could be a missing Include directive in the 
main httpd.conf, incomplete DNS setup, or probably other things I 
haven't thought of.



From dwdixon at umich.edu  Mon Nov 30 15:02:21 2015
From: dwdixon at umich.edu (dwdixon)
Date: Mon, 30 Nov 2015 13:02:21 -0700 (MST)
Subject: [rt-users] Trouble/Error with Web deployment
	httpd/apache/mod_fcgid
In-Reply-To: <F81FCAC4-854C-41F8-AB59-7C80AD4CE121@billmail.scconsult.com>
References: <5C4B841CCF894A4CBD8B13E25E2A575F236EFB6E@exchange2.dtnet.de>
 <5C4B841CCF894A4CBD8B13E25E2A575F236EFD56@exchange2.dtnet.de>
 <1448312279014-60997.post@n7.nabble.com>
 <DA3A4FD5-ED8C-45C9-A583-031AE70E0BE8@billmail.scconsult.com>
 <1448320670288-61003.post@n7.nabble.com>
 <SN1PR0301MB20462F3449EE202ABE565AFDDC060@SN1PR0301MB2046.namprd03.prod.outlook.com>
 <1448404254112-61011.post@n7.nabble.com>
 <6AA92FB9-C4FE-4852-B24A-F1554D1DCECA@billmail.scconsult.com>
 <1448904187899-61029.post@n7.nabble.com>
 <F81FCAC4-854C-41F8-AB59-7C80AD4CE121@billmail.scconsult.com>
Message-ID: <1448913741911-61031.post@n7.nabble.com>

Hi Bill,

Thanks for getting back with me so quickly- I was sort of on the right track
based on what you've indicated but long story short I think you're correct
and this info has helped me further...When I initially did a "httpd -S" I
got:

******************************************************************
# httpd -S
httpd: Could not reliably determine the server's fully qualified domain
name, using 127.0.0.1 for ServerName
VirtualHost configuration:
192.168.1.97:80      rt-ir-sandbox.snip.snip.snip.edu
(/etc/httpd/conf.d/rt.conf:1)
Syntax OK
******************************************************************

So I then played around with adding the ServerName directive in my rt.conf:

******************************************************************
<VirtualHost rt-ir-sandbox.snip.snip.snip.edu:80>
        ### Optional apache logs for RT
        # Ensure that your log rotation scripts know about these files
        # ErrorLog /opt/rt4/var/log/apache2.error
        # TransferLog /opt/rt4/var/log/apache2.access
        # LogLevel debug
        ServerName rt-ir-sandbox.snip.snip.snip.edu
        AddDefaultCharset UTF-8

        ScriptAlias / /opt/rt4/sbin/rt-server.fcgi/

        DocumentRoot "/opt/rt4/share/html"
        <Location />

            Require all granted

            Options +ExecCGI
            AddHandler fcgid-script fcgi
        </Location>
</VirtualHost>
******************************************************************

Still got the same complaining output as above from "httpd -S"  after adding
ServerName to rt.conf.... so then I added my
rt-ir-sandbox.snip.snip.snip.edu as the ServerName in
/etc/httpd/conf/httpd.conf and when I ran "httpd -S" it stopped
complaining(shown below)...however, this did not change anything with how
apache is serving up content...it's still trying to serve up contents from
/var/www/html/ as best as I can tell....so I'm still baffled.  As far as I
know DNS should be setup sufficiently, my hostname is configured as
"rt-ir-sandbox" on the server and DNS is setup with a static IP address that
is mapped to rt-ir-sandbox.snip.snip.snip.edu and the DNS name seems to be
resolving to the proper IP address.

******************************************************************
httpd -S
VirtualHost configuration:
192.168.1.97:80      rt-ir-sandbox.snip.snip.snip.edu
(/etc/httpd/conf.d/rt.conf:1)
Syntax OK
******************************************************************

I'm not certain what seems to be the issue at this point...nor why when I
add the ServerName directive to my rt.conf inside <VirtualHost> it doesn't
recognize it, and only does when I add it to /etc/httpd/conf/httpd.conf. 
You also mentioned I could me missing an Include directive in httpd.conf,
any idea what that might be?  This looks to be the Include directive that's
located in httpd.conf by default that tells apache to pick up the .conf
files in conf.d but I'm pretty baffled at this point why apache still seems
to be trying to serve up things in /var/www/html/ when rt.conf tells it
otherwise...

******************************************************************
# From /etc/httpd/conf/httpd.conf

# Load config files from the config directory "/etc/httpd/conf.d".
#
Include conf.d/*.conf
******************************************************************

Thanks much again in advance!

-Drew




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From martinoc at uw.edu  Mon Nov 30 16:13:06 2015
From: martinoc at uw.edu (Martin Criminale)
Date: Mon, 30 Nov 2015 21:13:06 +0000
Subject: [rt-users] how to change a queue name
Message-ID: <DM2PR08MB14655988DA386C59034B52ABA3000@DM2PR08MB1465.namprd08.prod.outlook.com>

I inherited a RT installation (version 3.6.5) and in the process of setting up a new queue I initially mistyped the queue name and saved it.  I have now fixed the queue name so it matches the email address of messages intended for this queue but no email is arriving in the queue.

All the other settings for this new queue are identical to queues that work.

Can anyone let me know what to look for or how to troubleshoot this?

Thanks,

Martin Criminale
University of Washington Information School IT




From kobus.bensch at trustpayglobal.com  Mon Nov 30 16:33:43 2015
From: kobus.bensch at trustpayglobal.com (Kobus Bensch)
Date: Mon, 30 Nov 2015 21:33:43 +0000
Subject: [rt-users] how to change a queue name
In-Reply-To: <DM2PR08MB14655988DA386C59034B52ABA3000@DM2PR08MB1465.namprd08.prod.outlook.com>
References: <DM2PR08MB14655988DA386C59034B52ABA3000@DM2PR08MB1465.namprd08.prod.outlook.com>
Message-ID: <565CC0B7.2080203@trustpayglobal.com>

have you changed the aliases file?

On 30/11/2015 21:13, Martin Criminale wrote:
> I inherited a RT installation (version 3.6.5) and in the process of setting up a new queue I initially mistyped the queue name and saved it.  I have now fixed the queue name so it matches the email address of messages intended for this queue but no email is arriving in the queue.
>
> All the other settings for this new queue are identical to queues that work.
>
> Can anyone let me know what to look for or how to troubleshoot this?
>
> Thanks,
>
> Martin Criminale
> University of Washington Information School IT
>
>

-- 
Kobus Bensch Trustpay Global LTD email signature Kobus Bensch
Senior Systems Administrator
Address:  22 & 24 | Frederick Sanger Road | Guildford | Surrey | GU2 7YD
DDI:  0207 871 3958
Tel:  0207 871 3890
Email: kobus.bensch at trustpayglobal.com 
<mailto:kobus.bensch at trustpayglobal.com>

-- 


Trustpay Global Limited is an authorised Electronic Money Institution 
regulated by the Financial Conduct Authority registration number 900043. 
Company No 07427913 Registered in England and Wales with registered address 
130 Wood Street, London, EC2V 6DL, United Kingdom.

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The information in this email and any attachments are confidential and 
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From kobus.bensch at trustpayglobal.com  Mon Nov 30 17:04:38 2015
From: kobus.bensch at trustpayglobal.com (Kobus Bensch)
Date: Mon, 30 Nov 2015 22:04:38 +0000
Subject: [rt-users] how to change a queue name
In-Reply-To: <DM2PR08MB1465C11230EFD7CF191A14DDA3000@DM2PR08MB1465.namprd08.prod.outlook.com>
References: <DM2PR08MB14655988DA386C59034B52ABA3000@DM2PR08MB1465.namprd08.prod.outlook.com>
 <565CC0B7.2080203@trustpayglobal.com>
 <DM2PR08MB1465C11230EFD7CF191A14DDA3000@DM2PR08MB1465.namprd08.prod.outlook.com>
Message-ID: <565CC7F6.8080001@trustpayglobal.com>

You see, I have always had to make sure that there is an alias for the 
queue in the aliases file. As far as I know it is not automatic. Unless 
I just dont understand how your system is put together.

On 30/11/2015 21:55, Martin Criminale wrote:
> Kobus Bensch Trustpay Global LTD email signature
>
> Thanks Kobus.
>
> With our installation if the email address prefix matches the queue 
> name there hasn't been any need to edit the aliases file.
>
> For example, if I forward something at ourdomain.com 
> <mailto:something at ourdomain.com> to our RT server and in there have a 
> queue named "something" it just works.
>
> We have only needed to edit the aliases file if we wanted email with 
> some other prefix to land in an existing queue.
>
> Does 'fixing' the name in the web interface of RT not fix something 
> behind the scenes?  This is what I am suspecting but I'm not sure how 
> to check.  If that is the case I guess we would need to edit the 
> aliases file.
>
> *From:*rt-users [mailto:rt-users-bounces at lists.bestpractical.com] *On 
> Behalf Of *Kobus Bensch
> *Sent:* Monday, November 30, 2015 1:34 PM
> *To:* rt-users at lists.bestpractical.com
> *Subject:* Re: [rt-users] how to change a queue name
>
> have you changed the aliases file?
>
> On 30/11/2015 21:13, Martin Criminale wrote:
>
>     I inherited a RT installation (version 3.6.5) and in the process of setting up a new queue I initially mistyped the queue name and saved it.  I have now fixed the queue name so it matches the email address of messages intended for this queue but no email is arriving in the queue.
>
>     All the other settings for this new queue are identical to queues that work.
>
>     Can anyone let me know what to look for or how to troubleshoot this?
>
>     Thanks,
>
>     Martin Criminale
>
>     University of Washington Information School IT
>
> -- 
> Kobus Bensch
> Senior Systems Administrator
> Address:  22 & 24 | Frederick Sanger Road | Guildford | Surrey | GU2 7YD
> DDI:  0207 871 3958
> Tel:  0207 871 3890
> Email: kobus.bensch at trustpayglobal.com 
> <mailto:kobus.bensch at trustpayglobal.com>
>
> Trustpay Global Limited is an authorised Electronic Money Institution 
> regulated by the Financial Conduct Authority registration number 
> 900043. Company No 07427913 Registered in England and Wales with 
> registered address 130 Wood Street, London, EC2V 6DL, United Kingdom.
>
> For further details please visit our website at www.trustpayglobal.com 
> <http://www.trustpayglobal.com>.
>
> The information in this email and any attachments are confidential and 
> remain the property of Trustpay Global Ltd unless agreed by contract. 
> It is intended solely for the person to whom or the entity to which it 
> is addressed. If you are not the intended recipient you may not use, 
> disclose, copy, distribute, print or rely on the content of this email 
> or its attachments. If this email has been received by you in error 
> please advise the sender and delete the email from your system. 
> Trustpay Global Ltd does not accept any liability for any personal 
> view expressed in this message.
>

-- 
Kobus Bensch Trustpay Global LTD email signature Kobus Bensch
Senior Systems Administrator
Address:  22 & 24 | Frederick Sanger Road | Guildford | Surrey | GU2 7YD
DDI:  0207 871 3958
Tel:  0207 871 3890
Email: kobus.bensch at trustpayglobal.com 
<mailto:kobus.bensch at trustpayglobal.com>

-- 


Trustpay Global Limited is an authorised Electronic Money Institution 
regulated by the Financial Conduct Authority registration number 900043. 
Company No 07427913 Registered in England and Wales with registered address 
130 Wood Street, London, EC2V 6DL, United Kingdom.

For further details please visit our website at www.trustpayglobal.com.

The information in this email and any attachments are confidential and 
remain the property of Trustpay Global Ltd unless agreed by contract. It is 
intended solely for the person to whom or the entity to which it is 
addressed. If you are not the intended recipient you may not use, disclose, 
copy, distribute, print or rely on the content of this email or its 
attachments. If this email has been received by you in error please advise 
the sender and delete the email from your system. Trustpay Global Ltd does 
not accept any liability for any personal view expressed in this message.
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From martinoc at uw.edu  Mon Nov 30 16:55:25 2015
From: martinoc at uw.edu (Martin Criminale)
Date: Mon, 30 Nov 2015 21:55:25 +0000
Subject: [rt-users] how to change a queue name
In-Reply-To: <565CC0B7.2080203@trustpayglobal.com>
References: <DM2PR08MB14655988DA386C59034B52ABA3000@DM2PR08MB1465.namprd08.prod.outlook.com>
 <565CC0B7.2080203@trustpayglobal.com>
Message-ID: <DM2PR08MB1465C11230EFD7CF191A14DDA3000@DM2PR08MB1465.namprd08.prod.outlook.com>

Thanks Kobus.

With our installation if the email address prefix matches the queue name there hasn't been any need to edit the aliases file.

For example, if I forward something at ourdomain.com<mailto:something at ourdomain.com> to our RT server and in there have a queue named "something" it just works.

We have only needed to edit the aliases file if we wanted email with some other prefix to land in an existing queue.

Does 'fixing' the name in the web interface of RT not fix something behind the scenes?  This is what I am suspecting but I'm not sure how to check.  If that is the case I guess we would need to edit the aliases file.

From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kobus Bensch
Sent: Monday, November 30, 2015 1:34 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] how to change a queue name

have you changed the aliases file?
On 30/11/2015 21:13, Martin Criminale wrote:

I inherited a RT installation (version 3.6.5) and in the process of setting up a new queue I initially mistyped the queue name and saved it.  I have now fixed the queue name so it matches the email address of messages intended for this queue but no email is arriving in the queue.



All the other settings for this new queue are identical to queues that work.



Can anyone let me know what to look for or how to troubleshoot this?



Thanks,



Martin Criminale

University of Washington Information School IT





--
Kobus Bensch
Senior Systems Administrator
Address:  22 & 24 | Frederick Sanger Road | Guildford | Surrey | GU2 7YD
DDI:  0207 871 3958
Tel:  0207 871 3890
Email:  kobus.bensch at trustpayglobal.com<mailto:kobus.bensch at trustpayglobal.com>
[cid:image001.png at 01D12B75.CEAC4760]


Trustpay Global Limited is an authorised Electronic Money Institution regulated by the Financial Conduct Authority registration number 900043. Company No 07427913 Registered in England and Wales with registered address 130 Wood Street, London, EC2V 6DL, United Kingdom.

For further details please visit our website at www.trustpayglobal.com<http://www.trustpayglobal.com>.

The information in this email and any attachments are confidential and remain the property of Trustpay Global Ltd unless agreed by contract. It is intended solely for the person to whom or the entity to which it is addressed. If you are not the intended recipient you may not use, disclose, copy, distribute, print or rely on the content of this email or its attachments. If this email has been received by you in error please advise the sender and delete the email from your system. Trustpay Global Ltd does not accept any liability for any personal view expressed in this message.
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From rtusers-20090205 at billmail.scconsult.com  Mon Nov 30 18:00:05 2015
From: rtusers-20090205 at billmail.scconsult.com (Bill Cole)
Date: Mon, 30 Nov 2015 18:00:05 -0500
Subject: [rt-users] Trouble/Error with Web deployment
 httpd/apache/mod_fcgid
In-Reply-To: <1448913741911-61031.post@n7.nabble.com>
References: <5C4B841CCF894A4CBD8B13E25E2A575F236EFB6E@exchange2.dtnet.de>
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 <1448312279014-60997.post@n7.nabble.com>
 <DA3A4FD5-ED8C-45C9-A583-031AE70E0BE8@billmail.scconsult.com>
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 <SN1PR0301MB20462F3449EE202ABE565AFDDC060@SN1PR0301MB2046.namprd03.prod.outlook.com>
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 <6AA92FB9-C4FE-4852-B24A-F1554D1DCECA@billmail.scconsult.com>
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 <F81FCAC4-854C-41F8-AB59-7C80AD4CE121@billmail.scconsult.com>
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Message-ID: <C2E141D2-5CB0-4DBD-BB62-FE85434384EE@billmail.scconsult.com>

On 30 Nov 2015, at 15:02, dwdixon wrote:

> Hi Bill,
>
> Thanks for getting back with me so quickly- I was sort of on the right 
> track
> based on what you've indicated but long story short I think you're 
> correct
> and this info has helped me further...When I initially did a "httpd 
> -S" I
> got:
>
> ******************************************************************
> # httpd -S
> httpd: Could not reliably determine the server's fully qualified 
> domain
> name, using 127.0.0.1 for ServerName

That complaint is in the context of the default config that handles 
requests Apache can't determine as being for any virtual host. Not a 
serious problem, since you don't really want that config catching 
anything, I assume...

> VirtualHost configuration:
> 192.168.1.97:80      rt-ir-sandbox.snip.snip.snip.edu
> (/etc/httpd/conf.d/rt.conf:1)
> Syntax OK

So, Apache httpd is seeing the config file for the RT virtual host. 
That's good.


> ******************************************************************
>
> So I then played around with adding the ServerName directive in my 
> rt.conf:
>
> ******************************************************************
> <VirtualHost rt-ir-sandbox.snip.snip.snip.edu:80>
>      ### Optional apache logs for RT
>      # Ensure that your log rotation scripts know about these files
>      # ErrorLog /opt/rt4/var/log/apache2.error
>      # TransferLog /opt/rt4/var/log/apache2.access
>      # LogLevel debug
>      ServerName rt-ir-sandbox.snip.snip.snip.edu
>      AddDefaultCharset UTF-8
>
>      ScriptAlias / /opt/rt4/sbin/rt-server.fcgi/
>
>      DocumentRoot "/opt/rt4/share/html"
>      <Location />
>
>          Require all granted
>
>          Options +ExecCGI
>          AddHandler fcgid-script fcgi
>      </Location>
> </VirtualHost>
> ******************************************************************
>
> Still got the same complaining output as above from "httpd -S"  after 
> adding
> ServerName to rt.conf....

At which point I have to ask what may seem like an insulting question 
but really it isn't meant as such:

Are you restarting Apache after every config change?

Because while "httpd -S" will parse your current config files and tell 
you what Apache httpd would do if it was using those files, the live 
httpd processes are always using whatever config was parsed and loaded 
when their master process (assuming you're using the pre-fork MPM) was 
started.

> so then I added my
> rt-ir-sandbox.snip.snip.snip.edu as the ServerName in
> /etc/httpd/conf/httpd.conf

Don't do that. Or if you do, remove the VirtualHost "tags" around the 
config for RT. You DO NOT want the default host config for Apache 
handling requests for RT if you have RT configured inside a virtual host 
section. If you tell the default config its name is 
rt-ir-sandbox.snip.snip.snip.edu, it will handle requests for 
rt-ir-sandbox.snip.snip.snip.edu.
[...]

> I'm not certain what seems to be the issue at this point...nor why 
> when I
> add the ServerName directive to my rt.conf inside <VirtualHost> it 
> doesn't
> recognize it, and only does when I add it to 
> /etc/httpd/conf/httpd.conf.
> You also mentioned I could me missing an Include directive in 
> httpd.conf,
> any idea what that might be?

Since httpd -S is picking up your rt.conf file, that Include directive 
is correct.

The only other thing that comes to mind is the actual RT config in 
/opt/rt4/RT_SiteConfig.pm. If you haven't set WebDomain to 
rt-ir-sandbox.snip.snip.snip.edu, RT might (not sure off the top of my 
head...) redirect requests to use its default WebDomain, localhost", and 
if you're testing with a browser on the host itself that'll still work 
but hit the default config.