Dumpfile-to-rt-3.0 choking on attachment

RT Users
1

Hello,
This is my first post so please bear with me.

Trying to upgrade from RT2 to RT3. I successfully exported RT2 using
rt-2.0-to-dumpfile.
(Using VERSION 1.23 of rt2-to-rt3-1.23)
RT2 is running on an RH8 box with Postgres 7.2

RT2 is at 2.0.15 and RT3 is at rt-3-0-4

I built another box with FreeBSD and built RT3, scp’d the dump over to
that box and ran
dumpfile-to-rt-3.0.

After running ./dumpfile-to-rt-3.0 /tmp/dump

Importing groups
gggggggggggggggggggggrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqImporting
tickets…t-17
.t-18
.t-19
Couldn’t create attachment
$VAR1 = {
‘Subject’ => ‘’,
‘ContentType’ => ‘application/msword’,
‘Filename’ => ‘Script for testing the functionality of RT ticket 273.doc’,
‘Headers’ => 'Content-Type: application/msword;
name=“Script for testing the functionality of RT ticket 273.doc”
Content-Disposition: inline;
filename=“Script for testing the functionality of RT ticket 273.doc”
Content-Transfer-Encoding: base64
',
‘Creator’ => ‘19’,
‘Parent’ => ‘1133’,
‘Created’ => ‘2003-01-22 00:53:13+00’,
‘ContentEncoding’ => ‘base64’,
‘id’ => ‘1135’,
‘TransactionId’ => ‘2420’
};

ERROR: parser: unterminated quoted string at or near “'��ࡱ?�” at
character 682
[Fri Jun 18 00:16:02 2004] [crit]: Died at ./dumpfile-to-rt-3.0 line 719.
(/usr/local/rt3/lib/RT.pm:242)

From the postgres log:
ERROR: parser: unterminated quoted string at or near “'��ࡱ?�” at
character 682
LOG: recycled transaction log file 0000000000000000

AFTER this error, a select on the users table in the RT3 database showed
all the users and a few of my users were able to login. I was able to
login as root as well. So all the user data from the user tables was
successfully imported :slight_smile:

Upon logging in, I saw only 1 ticket (there are over 4,000).

So dumpfile-to-rt-3.0 is choking per the error above.

I’m hoping someone will help me with this.

Thanks!

Rob Joost
Unix Administrator

KnowledgeNet
14624 N. Scottsdale Road, #300
Scottsdale, AZ 85254
Phone: (480) 315-4841
Cell: (602) 920-6113
Email: rob.joost@knowledgenet.com
Web: http://www.knowledgenet.com/

Why KnowledgeNet? Listen and learn from top customers – Cisco, US
Postal Service, and EMC, to name a few!
http://www.knowledgenet.com/onlineevents/

NOTICE: This communication may contain privileged or other confidential information. If you are not the intended recipient or believe that you may have received this communication in error, please reply to the sender indicating that fact and delete the copy you received. Thank you.

2

Here’s more information I got after re-running dumpfile-to-rt-3.0

Importing groups
gggggggggggggggggggggrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrqFailed
to create queue for$VAR1 = {
‘LastUpdatedBy’ => ‘192’,
‘Disabled’ => ‘1’,
‘Created’ => ‘2003-03-18 21:31:16+00’,
‘Creator’ => ‘192’,
‘LastUpdated’ => ‘2004-01-09 19:38:13+00’,
‘Name’ => ‘corp-web-bug’
};
qFailed to create queue for$VAR1 = {
‘LastUpdatedBy’ => ‘192’,
‘Disabled’ => ‘1’,
‘Created’ => ‘2003-03-18 21:31:00+00’,
‘Creator’ => ‘192’,
‘LastUpdated’ => ‘2004-01-09 19:38:24+00’,
‘Name’ => ‘corp-web-dev’
};
qFailed to create queue for$VAR1 = {
‘LastUpdatedBy’ => ‘192’,
‘Created’ => ‘2002-11-14 23:59:32+00’,
‘Name’ => ‘dba-request’,
‘LastUpdated’ => ‘2004-01-09 21:39:18+00’,
‘Creator’ => ‘192’
};
Couldn’t load principal to grant them CommentOnTicket on queue
$VAR1 = {
‘PrincipalType’ => ‘Group’,
‘Role’ => ‘Owner’,
‘Name’ => ‘CommentOnTicket’
};
[Fri Jun 18 00:51:48 2004] [crit]: 1
(/usr/local/rt3/lib/RT/ACE_Overlay.pm:884)
[Fri Jun 18 00:51:48 2004] [crit]: Can’t load a principal for id
(/usr/local/rt3/lib/RT/ACE_Overlay.pm:885)
Couldn’t load principal to grant them CreateTicket on queue
$VAR1 = {
‘PrincipalType’ => ‘Group’,
‘Role’ => ‘Owner’,
‘Name’ => ‘CreateTicket’
};
[Fri Jun 18 00:51:48 2004] [crit]: 1
(/usr/local/rt3/lib/RT/ACE_Overlay.pm:884)
[Fri Jun 18 00:51:48 2004] [crit]: Can’t load a principal for id
(/usr/local/rt3/lib/RT/ACE_Overlay.pm:885)
Couldn’t load principal to grant them ReplyToTicket on queue
$VAR1 = {
‘PrincipalType’ => ‘Group’,
‘Role’ => ‘Owner’,
‘Name’ => ‘ReplyToTicket’
};

Rob Joost
Unix Administrator

KnowledgeNet
14624 N. Scottsdale Road, #300
Scottsdale, AZ 85254
Phone: (480) 315-4841
Cell: (602) 920-6113
Email: rob.joost@knowledgenet.com
Web: http://www.knowledgenet.com/

Why KnowledgeNet? Listen and learn from top customers – Cisco, US
Postal Service, and EMC, to name a few!
http://www.knowledgenet.com/onlineevents/

NOTICE: This communication may contain privileged or other confidential information. If you are not the intended recipient or believe that you may have received this communication in error, please reply to the sender indicating that fact and delete the copy you received. Thank you.

3

From below, I noticed that after running ./dumpfile-to-rt-3.0 the queues table has the same number of rows
on both Postgres databases (the rt2 box and the new rt3 box I’m trying to import into) BUT
no more than a few tickets are being created in the tickets table…below are some of the errors…

I just inherited this project, it’s great, it’s Open Source, I’m just hoping there is an Open channel of information
on help with this :slight_smile:
since I’m running rt 3.0.4, I found a bug report which was integrated into a newer version of rt…since I’m trying to stick to FreeBSD
ports, I added the diffs myself:
( it’s late and I’m also exhausted, so I don’t have the bug number…
— lib/RT/Ticket_Overlay.pm Tue Nov 18 04:54:11 2003
+++ /opt/rt3/lib/RT/Ticket_Overlay.pm Thu Nov 20 20:13:14 2003
@@ -305,6 +305,7 @@
my $self = shift;

my %args = ( id => undef,

  • EffectiveId => undef,
    Queue => undef,
    Requestor => undef,
    Cc => undef,
    @@ -521,7 +522,7 @@
    }

#Set the ticket’s effective ID now that we’ve created it.

  • my ( $val, $msg ) = $self->__Set( Field => ‘EffectiveId’, Value => $id );
  • my ( $val, $msg ) = $self->__Set( Field => ‘EffectiveId’, Value => $args{‘EffectiveId’} || $id );

unless ($val) {
$RT::Logger->crit(“$self ->Create couldn’t set EffectiveId: $msg\n”);

STILL it’s no dice …

Trying to upgrade from RT2 to RT3. I successfully exported RT2 using
rt-2.0-to-dumpfile.
(Using VERSION 1.23 of rt2-to-rt3-1.23)
RT2 is running on an RH8 box with Postgres 7.2

RT2 is at 2.0.15 and RT3 is at rt-3-0-4

I built another box with FreeBSD and built RT3, scp’d the dump over to
that box and ran
dumpfile-to-rt-3.0.

After running ./dumpfile-to-rt-3.0 /tmp/dump

Importing groups
gggggggggggggggggggggrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqImporting
tickets…t-17
.t-18
.t-19
Couldn’t create attachment
$VAR1 = {
‘Subject’ => ‘’,
‘ContentType’ => ‘application/msword’,
‘Filename’ => ‘Script for testing the functionality of RT ticket 273.doc’,
‘Headers’ => 'Content-Type: application/msword;
name=“Script for testing the functionality of RT ticket 273.doc”
Content-Disposition: inline;
filename=“Script for testing the functionality of RT ticket 273.doc”
Content-Transfer-Encoding: base64
',
‘Creator’ => ‘19’,
‘Parent’ => ‘1133’,
‘Created’ => ‘2003-01-22 00:53:13+00’,
‘ContentEncoding’ => ‘base64’,
‘id’ => ‘1135’,
‘TransactionId’ => ‘2420’
};

ERROR: parser: unterminated quoted string at or near “'ÐÏࡱ?á” at
character 682
[Fri Jun 18 00:16:02 2004] [crit]: Died at ./dumpfile-to-rt-3.0 line 719.
(/usr/local/rt3/lib/RT.pm:242)

From the postgres log:
ERROR: parser: unterminated quoted string at or near “'ÐÏࡱ?á” at
character 682
LOG: recycled transaction log file 0000000000000000

AFTER this error, a select on the users table in the RT3 database showed
all the users and a few of my users were able to login. I was able to
login as root as well. So all the user data from the user tables was
successfully imported :slight_smile:

Upon logging in, I saw only 1 ticket (there are over 4,000).

So dumpfile-to-rt-3.0 is choking per the error above.

I’m hoping someone will help me with this.

Here’s more information I got after re-running dumpfile-to-rt-3.0

Importing groups
gggggggggggggggggggggrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrqFailed
to create queue for$VAR1 = {
‘LastUpdatedBy’ => ‘192’,
‘Disabled’ => ‘1’,
‘Created’ => ‘2003-03-18 21:31:16+00’,
‘Creator’ => ‘192’,
‘LastUpdated’ => ‘2004-01-09 19:38:13+00’,
‘Name’ => ‘corp-web-bug’
};
qFailed to create queue for$VAR1 = {
‘LastUpdatedBy’ => ‘192’,
‘Disabled’ => ‘1’,
‘Created’ => ‘2003-03-18 21:31:00+00’,
‘Creator’ => ‘192’,
‘LastUpdated’ => ‘2004-01-09 19:38:24+00’,
‘Name’ => ‘corp-web-dev’
};
qFailed to create queue for$VAR1 = {
‘LastUpdatedBy’ => ‘192’,
‘Created’ => ‘2002-11-14 23:59:32+00’,
‘Name’ => ‘dba-request’,
‘LastUpdated’ => ‘2004-01-09 21:39:18+00’,
‘Creator’ => ‘192’
};
Couldn’t load principal to grant them CommentOnTicket on queue
$VAR1 = {
‘PrincipalType’ => ‘Group’,
‘Role’ => ‘Owner’,
‘Name’ => ‘CommentOnTicket’
};
[Fri Jun 18 00:51:48 2004] [crit]: 1
(/usr/local/rt3/lib/RT/ACE_Overlay.pm:884)
[Fri Jun 18 00:51:48 2004] [crit]: Can’t load a principal for id
(/usr/local/rt3/lib/RT/ACE_Overlay.pm:885)
Couldn’t load principal to grant them CreateTicket on queue
$VAR1 = {
‘PrincipalType’ => ‘Group’,
‘Role’ => ‘Owner’,
‘Name’ => ‘CreateTicket’
};
[Fri Jun 18 00:51:48 2004] [crit]: 1
(/usr/local/rt3/lib/RT/ACE_Overlay.pm:884)
[Fri Jun 18 00:51:48 2004] [crit]: Can’t load a principal for id
(/usr/local/rt3/lib/RT/ACE_Overlay.pm:885)
Couldn’t load principal to grant them ReplyToTicket on queue
$VAR1 = {
‘PrincipalType’ => ‘Group’,
‘Role’ => ‘Owner’,
‘Name’ => ‘ReplyToTicket’
};

Thanks!

Rob Joost
Unix Administrator

KnowledgeNet
14624 N. Scottsdale Road, #300
Scottsdale, AZ 85254
Phone: (480) 315-4841
Cell: (602) 920-6113
Email: rob.joost@knowledgenet.com
Web: http://www.knowledgenet.com/

Why KnowledgeNet? Listen and learn from top customers – Cisco, US
Postal Service, and EMC, to name a few!
http://www.knowledgenet.com/onlineevents/

NOTICE: This communication may contain privileged or other confidential information. If you are not the intended recipient or believe that you may have received this communication in error, please reply to the sender indicating that fact and delete the copy you received. Thank you.

4

RT is a great Open Source tool; unfortunately, if I can’t upgrade
without paying thousands of dollars then I can’t use it. I’m not asking
for help in customizing this tool; however, a decent Open Source tool
needs to be upgradable without pulling teeth.
I am decent with perl and databases and all the tools used with RT but I
don’t have the time to dissect this tool and beg for help in terms of
doing a simple upgrade.
If my company needs to pay thousands of dollars to do things like
upgrading, then they’ll get Remedy and be done with it.

Otherwise, it was a great tool, a plus in Open Source.
Thanks,
Rob

Rob Joost
Unix Administrator

KnowledgeNet
14624 N. Scottsdale Road, #300
Scottsdale, AZ 85254
Phone: (480) 315-4841
Cell: (602) 920-6113
Email: rob.joost@knowledgenet.com
Web: http://www.knowledgenet.com/

Why KnowledgeNet? Listen and learn from top customers – Cisco, US
Postal Service, and EMC, to name a few!
http://www.knowledgenet.com/onlineevents/

NOTICE: This communication may contain privileged or other confidential information. If you are not the intended recipient or believe that you may have received this communication in error, please reply to the sender indicating that fact and delete the copy you received. Thank you.

5

RT is a great Open Source tool; unfortunately, if I can’t upgrade
without paying thousands of dollars then I can’t use it. I’m not asking
for help in customizing this tool; however, a decent Open Source tool
needs to be upgradable without pulling teeth.
I am decent with perl and databases and all the tools used with RT but I
don’t have the time to dissect this tool and beg for help in terms of
doing a simple upgrade.
If my company needs to pay thousands of dollars to do things like
upgrading, then they’ll get Remedy and be done with it.

Rob,

I'm somewhat confused. You sent two messages earlier today

explaining that when you try to migrate from RT 2.0 to a version of RT
3.0 that’s almost a year out of date, you run into problems. Certainly
nobody from Best Practical told you that you need to pay thousands of
dollars, or in fact any money at all to upgrade from RT 2 to RT 3.
Certainly, it hasn’t been an unacceptably long time to wait for other
users of RT to reply to your mail. (Many of them are located in the US
and are probably just reading their “morning” email right now.)

If you can’t afford to pay for help and can’t work through a problem
on your own, then sending irate, impatient mail to the community of other
users of the tool isn’t going to help you or anyone else out.

Otherwise, it was a great tool, a plus in Open Source.

Thanks.

6

Jesse Vincent wrote:

RT is a great Open Source tool; unfortunately, if I can’t upgrade
without paying thousands of dollars then I can’t use it. I’m not asking
for help in customizing this tool; however, a decent Open Source tool
needs to be upgradable without pulling teeth.
I am decent with perl and databases and all the tools used with RT but I
don’t have the time to dissect this tool and beg for help in terms of
doing a simple upgrade.
If my company needs to pay thousands of dollars to do things like
upgrading, then they’ll get Remedy and be done with it.

Rob,

I’m somewhat confused. You sent two messages earlier today
explaining that when you try to migrate from RT 2.0 to a version of RT
3.0 that’s almost a year out of date, you run into problems. Certainly
nobody from Best Practical told you that you need to pay thousands of
dollars, or in fact any money at all to upgrade from RT 2 to RT 3.
Certainly, it hasn’t been an unacceptably long time to wait for other
users of RT to reply to your mail. (Many of them are located in the US
and are probably just reading their “morning” email right now.)

If you can’t afford to pay for help and can’t work through a problem
on your own, then sending irate, impatient mail to the community of other
users of the tool isn’t going to help you or anyone else out.

You are correct. Stress and lack of sleep does wonders.
I’ll continue to troubleshoot and report any findings to the list.
I did find that you recommend perl 5.8.3. My FreeBSD upgrade box is at
perl 5.8.0.
I don’t know enough of the codebase to determine if this is an issue;
however,
I’ll be upgrading to perl 5.8.3 (the FreeBSD port to 5.83 is not
available yet)…
and going from there.
Thanks.

Otherwise, it was a great tool, a plus in Open Source.

Thanks.

Thanks,
Rob

Rob Joost
Unix Administrator

KnowledgeNet
14624 N. Scottsdale Road, #300
Scottsdale, AZ 85254
Phone: (480) 315-4841
Cell: (602) 920-6113
Email: rob.joost@knowledgenet.com
Web: http://www.knowledgenet.com/

Why KnowledgeNet? Listen and learn from top customers – Cisco, US
Postal Service, and EMC, to name a few!
http://www.knowledgenet.com/onlineevents/

NOTICE: This communication may contain privileged or other confidential information. If you are not the intended recipient or believe that you may have received this communication in error, please reply to the sender indicating that fact and delete the copy you received. Thank you.

7

Robert Joost wrote:

You are correct. Stress and lack of sleep does wonders.
I’ll continue to troubleshoot and report any findings to the list.
I did find that you recommend perl 5.8.3. My FreeBSD upgrade box is
at perl 5.8.0.
I don’t know enough of the codebase to determine if this is an issue;
however, I’ll be upgrading to perl 5.8.3 (the FreeBSD port to 5.83 is
not available yet)… and going from there.
The lang/perl5.8 port is now at 5.8.4.

This was committed in the last 2 weeks.

JFYI.

LER

Larry Rosenman http://www.lerctr.org/~ler
Phone: +1 972-414-9812 E-Mail: ler@lerctr.org
US Mail: 1905 Steamboat Springs Drive, Garland, TX 75044-6749

8

Was upgrading to latest perl / RT what is needed to solve migration issues with
migrate script failing?

RT is a great Open Source tool; unfortunately, if I can’t upgrade
without paying thousands of dollars then I can’t use it. I’m not asking
for help in customizing this tool; however, a decent Open Source tool
needs to be upgradable without pulling teeth.
I am decent with perl and databases and all the tools used with RT but I
don’t have the time to dissect this tool and beg for help in terms of
doing a simple upgrade.
If my company needs to pay thousands of dollars to do things like
upgrading, then they’ll get Remedy and be done with it.

Otherwise, it was a great tool, a plus in Open Source.
Thanks,
Rob

–
Rob Joost
Unix Administrator

KnowledgeNet
14624 N. Scottsdale Road, #300
Scottsdale, AZ 85254
Phone: (480) 315-4841
Cell: (602) 920-6113
Email: rob.joost@knowledgenet.com
Web: http://www.knowledgenet.com/

Why KnowledgeNet? Listen and learn from top customers – Cisco, US
Postal Service, and EMC, to name a few!
http://www.knowledgenet.com/onlineevents/

NOTICE: This communication may contain privileged or other confidential information. If you are not the intended recipient or believe that you may have received this communication in error, please reply to the sender indicating that fact and delete the copy you received. Thank you.

The rt-users Archives

RT Developer and Administrator training is coming to LA, DC and Frankfurt this spring and summer.
http://bestpractical.com/services/training.html

Sign up early, as class space is limited.

9

Dave Dennis wrote:

Was upgrading to latest perl / RT what is needed to solve migration issues with
migrate script failing?

Unfortunately, no. I ran cvsup on my FreeBSD 4.9 stable box, then did a
portupgrade of perl to perl 5.8.4 and all the depedencies…then used the
rt test script and all dependencies checked out fine…

then reran dumpfile-to-rt-3.0 and still the same behavior:
all users, queues, etc, are properly imported BUT the tickets are not…

i guess not many people have this problem, from the looks of the list
because this isn’t the kind of problem that would not be worked on if it
were widespread on an open source project,
so my only assumption is that i have to look at the diffs.
the only diff i see is that i am running perl 5.8.4 and 5.8.3 was called
for…strange
over time, i’ll go over the table structural changes from one rt version
to the next, then start combing the code, but i’m also am hoping that
this is indeed a wider spread problem and that some decent ideas will be
coming our way.

this is particularly strange because there were no customizations/direct
sql manipulations of the data at any point, so the tool doesn’t work in
some way.

…just a few errors are listed here:

qFailed to create queue for$VAR1 = {
‘Creator’ => ‘176’,
‘LastUpdatedBy’ => ‘192’,
‘Disabled’ => ‘1’,
‘Created’ => ‘2003-03-24 20:50:09+00’,
‘Name’ => ‘wcs-bct-bug’,
‘LastUpdated’ => ‘2004-01-09 20:36:09+00’
};
qFailed to create queue for$VAR1 = {
‘Creator’ => ‘176’,
‘LastUpdatedBy’ => ‘192’,
‘Disabled’ => ‘1’,
‘Created’ => ‘2003-03-24 20:50:32+00’,
‘Name’ => ‘wcs-bct-develop’,
‘LastUpdated’ => ‘2004-01-09 20:36:15+00’
};

mporting tickets…t-17
[Fri Jun 18 20:04:05 2004] [crit]: Couldn’t create a ticket
(/usr/local/rt3/lib/RT/Ticket_Overlay.pm:513)
Couldn’t create ticket HASH(0x8f78f04) $VAR1 = {
‘Status’ => ‘open’,
‘Queue’ => ‘lcms-develop’,
‘Started’ => ‘2002-10-28 17:34:36+00’,
‘Starts’ => ‘1970-01-01 00:00:00+00’,
‘_RecordTransaction’ => ‘0’,
‘id’ => 17,
‘LastUpdated’ => ‘2003-12-23 23:41:33+00’,
‘Requestor’ => [
‘Peter Lenton’
],
‘Cc’ => [
‘StudioDev@knowledgenet.com’
],
‘Subject’ => ‘Drag and drop within a project to be cut/paste’,
‘Creator’ => ‘192’,
‘Owner’ => ‘50’,
‘EffectiveId’ => ‘17’,
‘LastUpdatedBy’ => ‘192’,
‘Created’ => ‘2002-10-23 23:29:50+00’,
‘Priority’ => ‘5000’,
‘Due’ => ‘1970-01-01 00:00:00+00’
};
Couldn’t create trans 68
$VAR1 = {
‘Type’ => ‘Create’,
‘Ticket’ => ‘17’,
‘Created’ => ‘2002-10-23 23:29:50+00’,
‘id’ => 68,
‘Creator’ => ‘192’,
‘ActivateScrips’ => ‘0’
};

±------------------------

RT is a great Open Source tool; unfortunately, if I can’t upgrade
without paying thousands of dollars then I can’t use it. I’m not asking
for help in customizing this tool; however, a decent Open Source tool
needs to be upgradable without pulling teeth.
I am decent with perl and databases and all the tools used with RT but I
don’t have the time to dissect this tool and beg for help in terms of
doing a simple upgrade.
If my company needs to pay thousands of dollars to do things like
upgrading, then they’ll get Remedy and be done with it.

Otherwise, it was a great tool, a plus in Open Source.
Thanks,
Rob

–
Rob Joost
Unix Administrator

KnowledgeNet
14624 N. Scottsdale Road, #300
Scottsdale, AZ 85254
Phone: (480) 315-4841
Cell: (602) 920-6113
Email: rob.joost@knowledgenet.com
Web: http://www.knowledgenet.com/

Why KnowledgeNet? Listen and learn from top customers – Cisco, US
Postal Service, and EMC, to name a few!
http://www.knowledgenet.com/onlineevents/

NOTICE: This communication may contain privileged or other confidential information. If you are not the intended recipient or believe that you may have received this communication in error, please reply to the sender indicating that fact and delete the copy you received. Thank you.

The rt-users Archives

RT Developer and Administrator training is coming to LA, DC and Frankfurt this spring and summer.
http://bestpractical.com/services/training.html

Sign up early, as class space is limited.

Rob Joost
Unix Administrator

KnowledgeNet
14624 N. Scottsdale Road, #300
Scottsdale, AZ 85254
Phone: (480) 315-4841
Cell: (602) 920-6113
Email: rob.joost@knowledgenet.com
Web: http://www.knowledgenet.com/

Why KnowledgeNet? Listen and learn from top customers – Cisco, US
Postal Service, and EMC, to name a few!
http://www.knowledgenet.com/onlineevents/

NOTICE: This communication may contain privileged or other confidential information. If you are not the intended recipient or believe that you may have received this communication in error, please reply to the sender indicating that fact and delete the copy you received. Thank you.

10

It would be cool to have a separate list just for RT Upgrades :slight_smile:
It’s an admirable project, but upgrading is pretty serious and is
definitely something to look at before committing to any project.
I’ll try to get more into the code and check out why the upgrade tools
don’t work in, for example, “this” instance

Dave Dennis wrote:

Was upgrading to latest perl / RT what is needed to solve migration issues with
migrate script failing?

±------------------------

RT is a great Open Source tool; unfortunately, if I can’t upgrade
without paying thousands of dollars then I can’t use it. I’m not asking
for help in customizing this tool; however, a decent Open Source tool
needs to be upgradable without pulling teeth.
I am decent with perl and databases and all the tools used with RT but I
don’t have the time to dissect this tool and beg for help in terms of
doing a simple upgrade.
If my company needs to pay thousands of dollars to do things like
upgrading, then they’ll get Remedy and be done with it.

Otherwise, it was a great tool, a plus in Open Source.
Thanks,
Rob

–
Rob Joost
Unix Administrator

KnowledgeNet
14624 N. Scottsdale Road, #300
Scottsdale, AZ 85254
Phone: (480) 315-4841
Cell: (602) 920-6113
Email: rob.joost@knowledgenet.com
Web: http://www.knowledgenet.com/

Why KnowledgeNet? Listen and learn from top customers – Cisco, US
Postal Service, and EMC, to name a few!
http://www.knowledgenet.com/onlineevents/

NOTICE: This communication may contain privileged or other confidential information. If you are not the intended recipient or believe that you may have received this communication in error, please reply to the sender indicating that fact and delete the copy you received. Thank you.

The rt-users Archives

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Rob Joost
Unix Administrator

KnowledgeNet
14624 N. Scottsdale Road, #300
Scottsdale, AZ 85254
Phone: (480) 315-4841
Cell: (602) 920-6113
Email: rob.joost@knowledgenet.com
Web: http://www.knowledgenet.com/

Why KnowledgeNet? Listen and learn from top customers – Cisco, US
Postal Service, and EMC, to name a few!
http://www.knowledgenet.com/onlineevents/

NOTICE: This communication may contain privileged or other confidential information. If you are not the intended recipient or believe that you may have received this communication in error, please reply to the sender indicating that fact and delete the copy you received. Thank you.

11

Dave Dennis wrote:

then reran dumpfile-to-rt-3.0 and still the same behavior:
all users, queues, etc, are properly imported BUT the tickets are not…

Robert,
The last version of RT you identifed yourself as running was RT
3.0.4. Over the past eleven and a half months, many things about RT
3.0.x have been improved. Can you please verify that you’re still having
these issues with RT 3.0.11?

12

Jesse Vincent wrote:

Dave Dennis wrote:

then reran dumpfile-to-rt-3.0 and still the same behavior:
all users, queues, etc, are properly imported BUT the tickets are not…

Robert,
The last version of RT you identifed yourself as running was RT
3.0.4. Over the past eleven and a half months, many things about RT
3.0.x have been improved. Can you please verify that you’re still having
these issues with RT 3.0.11?

So far, I’ve been able to do everything directly from FreeBSD ports. RT3
was a (nearly) seemless
build from ports…after doing the cvsup, the new dist is indeed rt 3.0.11.
(FYI, to use the port with postgres, simply go into
/usr/ports/www/rt3/work/rt*/ and modify the makefile, it’s quite
explicitly documented in there - btw, we do use postgres on both the
rt2 box and the new rt3 box)
…
just go rt3.0.11 built…no success with the database, so dropped it,
and initialized a new database and ran the dump again with the same
exact errors.

/usr/local/rt3/rt2-to-rt3-1.23/dumpfile-to-rt-3.0 dump is being run as
root
and it is still able to creat all the users and queues…just no tickets.

Rob Joost
Unix Administrator

KnowledgeNet
14624 N. Scottsdale Road, #300
Scottsdale, AZ 85254
Phone: (480) 315-4841
Cell: (602) 920-6113
Email: rob.joost@knowledgenet.com
Web: http://www.knowledgenet.com/

Why KnowledgeNet? Listen and learn from top customers – Cisco, US
Postal Service, and EMC, to name a few!
http://www.knowledgenet.com/onlineevents/

NOTICE: This communication may contain privileged or other confidential information. If you are not the intended recipient or believe that you may have received this communication in error, please reply to the sender indicating that fact and delete the copy you received. Thank you.

13

just go rt3.0.11 built…no success with the database, so dropped it,
and initialized a new database and ran the dump again with the same
exact errors.

/usr/local/rt3/rt2-to-rt3-1.23/dumpfile-to-rt-3.0 dump is being run as
root
and it is still able to creat all the users and queues…just no tickets.

Ok. Now that you can reproduce the problem with a current RT, do you
want to spend time hunting through the code to deal with your perhaps
corrupt ticket #19. or just whack the file for ticket 19 (since
presumably it was a testing ticket) and keep going?

14

Jesse Vincent wrote:

just go rt3.0.11 built…no success with the database, so dropped it,
and initialized a new database and ran the dump again with the same
exact errors.

/usr/local/rt3/rt2-to-rt3-1.23/dumpfile-to-rt-3.0 dump is being run as
root
and it is still able to creat all the users and queues…just no tickets.

Ok. Now that you can reproduce the problem with a current RT, do you
want to spend time hunting through the code to deal with your perhaps
corrupt ticket #19. or just whack the file for ticket 19 (since
presumably it was a testing ticket) and keep going?

Of course, which code are you referring to for ticket #19? I think you
mean in the dump files?
I deleted that ticket from the database and reran dumpfile-to-rt* and
it wasn’t put back in.
Ok, from some of the output I sent you, some of the output is with the
ticket number.
Out of over 4,000 tickets, only 2 or 3 tickets get put into the
database, the rest is lots of output like below…

[Fri Jun 18 22:00:04 2004] [crit]: 1
(/usr/local/rt3/lib/RT/ACE_Overlay.pm:884)
[Fri Jun 18 22:00:04 2004] [crit]: Can’t load a principal for id
(/usr/local/rt3/lib/RT/ACE_Overlay.pm:885)
Couldn’t load principal to grant them ReplyToTicket on queue
$VAR1 = {
‘PrincipalType’ => ‘Group’,
‘Role’ => ‘Requestor’,
‘Name’ => ‘ReplyToTicket’
};
[Fri Jun 18 22:00:04 2004] [crit]: 1
(/usr/local/rt3/lib/RT/ACE_Overlay.pm:884)
[Fri Jun 18 22:00:04 2004] [crit]: Can’t load a principal for id
(/usr/local/rt3/lib/RT/ACE_Overlay.pm:885)
Couldn’t load principal to grant them SeeQueue on queue
$VAR1 = {
‘PrincipalType’ => ‘Group’,
‘Role’ => ‘Requestor’,
‘Name’ => ‘SeeQueue’
};
[Fri Jun 18 22:00:04 2004] [crit]: 1
(/usr/local/rt3/lib/RT/ACE_Overlay.pm:884)
[Fri Jun 18 22:00:04 2004] [crit]: Can’t load a principal for id
(/usr/local/rt3/lib/RT/ACE_Overlay.pm:885)
Couldn’t load principal to grant them ShowTicket on queue
$VAR1 = {
‘PrincipalType’ => ‘Group’,
‘Role’ => ‘Requestor’,
‘Name’ => ‘ShowTicket’
};
[Fri Jun 18 22:00:04 2004] [crit]: 1
(/usr/local/rt3/lib/RT/ACE_Overlay.pm:884)
[Fri Jun 18 22:00:04 2004] [crit]: Can’t load a principal for id
(/usr/local/rt3/lib/RT/ACE_Overlay.pm:885)
Couldn’t load principal to grant them ShowTicketComments on queue
$VAR1 = {
‘PrincipalType’ => ‘Group’,
‘Role’ => ‘Requestor’,
‘Name’ => ‘ShowTicketComments’
};
[Fri Jun 18 22:00:04 2004] [crit]: 1
(/usr/local/rt3/lib/RT/ACE_Overlay.pm:884)
[Fri Jun 18 22:00:04 2004] [crit]: Can’t load a principal for id
(/usr/local/rt3/lib/RT/ACE_Overlay.pm:885)
Couldn’t load principal to grant them Watch on queue
$VAR1 = {
‘PrincipalType’ => ‘Group’,
‘Role’ => ‘Requestor’,
‘Name’ => ‘Watch’
};
[Fri Jun 18 22:00:04 2004] [crit]: 1
(/usr/local/rt3/lib/RT/ACE_Overlay.pm:884)
[Fri Jun 18 22:00:04 2004] [crit]: Can’t load a principal for id
(/usr/local/rt3/lib/RT/ACE_Overlay.pm:885)
Couldn’t load principal to grant them WatchAsAdminCc on queue
$VAR1 = {
‘PrincipalType’ => ‘Group’,
‘Role’ => ‘Requestor’,
‘Name’ => ‘WatchAsAdminCc’
};
[Fri Jun 18 22:00:04 2004] [crit]: 1
(/usr/local/rt3/lib/RT/ACE_Overlay.pm:884)
[Fri Jun 18 22:00:04 2004] [crit]: Can’t load a principal for id
(/usr/local/rt3/lib/RT/ACE_Overlay.pm:885)
qFailed to create queue for$VAR1 = {
‘Creator’ => ‘708’,
‘LastUpdatedBy’ => ‘192’,
‘Disabled’ => ‘1’,
‘Created’ => ‘2002-10-15 18:47:26+00’,
‘Name’ => ‘lcms-delivery-bug’,
‘LastUpdated’ => ‘2004-01-09 20:34:57+00’
};
qFailed to create queue for$VAR1 = {
‘Creator’ => ‘708’,
‘LastUpdatedBy’ => ‘192’,
‘Disabled’ => ‘1’,
‘Created’ => ‘2002-10-15 18:47:35+00’,
‘Name’ => ‘lcms-delivery-development’,
‘LastUpdated’ => ‘2004-01-09 20:35:06+00’
};
qFailed to create queue for$VAR1 = {
‘Creator’ => ‘708’,
‘LastUpdatedBy’ => ‘192’,
‘Disabled’ => ‘1’,
‘Created’ => ‘2002-10-15 18:47:45+00’,
‘Name’ => ‘lcms-delivery-feature-request’,
‘LastUpdated’ => ‘2004-01-09 20:44:24+00’
};
qFailed to create queue for$VAR1 = {
‘Creator’ => ‘176’,
‘LastUpdatedBy’ => ‘176’,
‘Created’ => ‘2002-11-04 23:18:16+00’,
‘LastUpdated’ => ‘2002-11-27 01:09:30+00’,
‘Name’ => ‘lcms-delivery-release’
};
qFailed to create queue for$VAR1 = {
‘Creator’ => ‘176’,
‘LastUpdatedBy’ => ‘192’,
‘Created’ => ‘2003-04-25 23:27:35+00’,
‘Name’ => ‘lcms-develop’,
‘Description’ => ‘Items with active or stalled devlopment’,
‘LastUpdated’ => ‘2004-01-09 20:40:11+00’
};
qFailed to create queue for$VAR1 = {
‘Creator’ => ‘176’,
‘LastUpdatedBy’ => ‘192’,
‘Created’ => ‘2003-04-25 23:26:59+00’,
‘Name’ => ‘lcms-roadmap’,
‘LastUpdated’ => ‘2004-01-09 20:40:01+00’,
‘Description’ => ‘Items represent future features’
};
qFailed to create queue for$VAR1 = {
‘Creator’ => ‘708’,
‘LastUpdatedBy’ => ‘192’,
‘Disabled’ => ‘1’,
‘Created’ => ‘2002-10-12 02:23:21+00’,
‘Name’ => ‘lms-bug’,
‘LastUpdated’ => ‘2004-01-09 20:08:22+00’
};
qFailed to create queue for$VAR1 = {
‘Creator’ => ‘176’,
‘LastUpdatedBy’ => ‘192’,
‘Created’ => ‘2003-04-25 23:21:30+00’,
‘Name’ => ‘lms-develop’,
‘LastUpdated’ => ‘2004-01-09 20:40:21+00’,
‘Description’ => ‘Items with active or stalled devlopment’
};
qFailed to create queue for$VAR1 = {
‘Creator’ => ‘708’,
‘LastUpdatedBy’ => ‘192’,
‘Disabled’ => ‘1’,
‘Created’ => ‘2002-10-12 02:23:41+00’,
‘Name’ => ‘lms-development’,
‘LastUpdated’ => ‘2004-01-09 20:08:29+00’
};
Couldn’t create custom field Product LifecycleCouldn’t create custom
field DesignqFailed to create queue for$VAR1 = {
‘Creator’ => ‘176’,
‘LastUpdatedBy’ => ‘192’,
‘Disabled’ => ‘1’,
‘Created’ => ‘2002-10-29 01:18:59+00’,
‘Name’ => ‘lms-feature-request’,
‘LastUpdated’ => ‘2004-01-09 20:41:27+00’
};
qFailed to create queue for$VAR1 = {
‘Creator’ => ‘176’,
‘LastUpdatedBy’ => ‘192’,
‘Disabled’ => ‘1’,
‘Created’ => ‘2002-10-28 22:46:28+00’,
‘Name’ => ‘lms-future-feature’,
‘LastUpdated’ => ‘2004-01-09 20:45:53+00’
};

Rob Joost
Unix Administrator

KnowledgeNet
14624 N. Scottsdale Road, #300
Scottsdale, AZ 85254
Phone: (480) 315-4841
Cell: (602) 920-6113
Email: rob.joost@knowledgenet.com
Web: http://www.knowledgenet.com/

Why KnowledgeNet? Listen and learn from top customers – Cisco, US
Postal Service, and EMC, to name a few!
http://www.knowledgenet.com/onlineevents/

NOTICE: This communication may contain privileged or other confidential information. If you are not the intended recipient or believe that you may have received this communication in error, please reply to the sender indicating that fact and delete the copy you received. Thank you.

15

Ok, from some of the output I sent you, some of the output is with the
ticket number.
Out of over 4,000 tickets, only 2 or 3 tickets get put into the
database, the rest is lots of output like below…

Something appears fairly messed up with your database. I haven’t seen
these symptoms before.

16

Jesse Vincent wrote:

Ok, from some of the output I sent you, some of the output is with the
ticket number.
Out of over 4,000 tickets, only 2 or 3 tickets get put into the
database, the rest is lots of output like below…

Something appears fairly messed up with your database. I haven’t seen
these symptoms before.

Ouch. Well, I believe it, you invented RT and I just inherited it a
while ago.
I did the export as root user, everything as root and the export from
RT2 didn’t report any errors.
Well, I appreciate your effort.
If it’s like that, it might be better if I set up another instance and
force them to start using the new one because I can always let them have
access to the old one in the interim and maybe it’ll give time
to work out what’s up…

Rob Joost
Unix Administrator

KnowledgeNet
14624 N. Scottsdale Road, #300
Scottsdale, AZ 85254
Phone: (480) 315-4841
Cell: (602) 920-6113
Email: rob.joost@knowledgenet.com
Web: http://www.knowledgenet.com/

Why KnowledgeNet? Listen and learn from top customers – Cisco, US
Postal Service, and EMC, to name a few!
http://www.knowledgenet.com/onlineevents/

NOTICE: This communication may contain privileged or other confidential information. If you are not the intended recipient or believe that you may have received this communication in error, please reply to the sender indicating that fact and delete the copy you received. Thank you.

17

Jesse Vincent wrote:

Ok, from some of the output I sent you, some of the output is with the
ticket number.
Out of over 4,000 tickets, only 2 or 3 tickets get put into the
database, the rest is lots of output like below…

Something appears fairly messed up with your database. I haven’t seen
these symptoms before.
Ouch. Well, I believe it, you invented RT and I just inherited it a
while ago.
I did the export as root user, everything as root and the export from
RT2 didn’t report any errors.
Well, I appreciate your effort.
If it’s like that, it might be better if I set up another instance and
force them to start using the new one because I can always let them have
access to the old one in the interim and maybe it’ll give time
to work out what’s up…

nod I suspect that it’s something that could be fixed with enough work
on the migration tool. If this is something that a lot of people are
seeing, we can put in energy to try to find the issue. Unfortunately, we
just don’t have the resources to throw at every issue that comes up for
every user. :confused: Thank you for trying to come up to current versions of
things before giving up.

There is, at least, a sliver lining: Moving to a clean, new RT 3 instance
does have the side benefit of being able to easily redo your queue, scrip
and custom fields from a clean slate based on what your staff have learned
using RT2.

Best,

Jesse
18

Jesse Vincent wrote:

Jesse Vincent wrote:

Ok, from some of the output I sent you, some of the output is with the
ticket number.
Out of over 4,000 tickets, only 2 or 3 tickets get put into the
database, the rest is lots of output like below…

Something appears fairly messed up with your database. I haven’t seen
these symptoms before.

Ouch. Well, I believe it, you invented RT and I just inherited it a
while ago.
I did the export as root user, everything as root and the export from
RT2 didn’t report any errors.
Well, I appreciate your effort.
If it’s like that, it might be better if I set up another instance and
force them to start using the new one because I can always let them have
access to the old one in the interim and maybe it’ll give time
to work out what’s up…

nod I suspect that it’s something that could be fixed with enough work
on the migration tool. If this is something that a lot of people are
seeing, we can put in energy to try to find the issue. Unfortunately, we
just don’t have the resources to throw at every issue that comes up for
every user. :confused: Thank you for trying to come up to current versions of
things before giving up.

There is, at least, a sliver lining: Moving to a clean, new RT 3 instance
does have the side benefit of being able to easily redo your queue, scrip
and custom fields from a clean slate based on what your staff have learned
using RT2.

Yes, it’ll be easier for me to prep for upgrades in the future if I do
it this way because there have never been backups, docs, and the
following patches, etc etc. An upgrade path has to be prepared for as well.
Cool, well, I’ll keep my eyes out on the list,
Thanks,
Rob

Best,

Jesse

–
Rob Joost
Unix Administrator

KnowledgeNet
14624 N. Scottsdale Road, #300
Scottsdale, AZ 85254
Phone: (480) 315-4841
Cell: (602) 920-6113
Email: rob.joost@knowledgenet.com
Web: http://www.knowledgenet.com/

Why KnowledgeNet? Listen and learn from top customers – Cisco, US
Postal Service, and EMC, to name a few!
http://www.knowledgenet.com/onlineevents/

NOTICE: This communication may contain privileged or other confidential
information. If you are not the intended recipient or believe that you may
have received this communication in error, please reply to the sender
indicating that fact and delete the copy you received. Thank you.

Rob Joost
Unix Administrator

KnowledgeNet
14624 N. Scottsdale Road, #300
Scottsdale, AZ 85254
Phone: (480) 315-4841
Cell: (602) 920-6113
Email: rob.joost@knowledgenet.com
Web: http://www.knowledgenet.com/

Why KnowledgeNet? Listen and learn from top customers – Cisco, US
Postal Service, and EMC, to name a few!
http://www.knowledgenet.com/onlineevents/

NOTICE: This communication may contain privileged or other confidential information. If you are not the intended recipient or believe that you may have received this communication in error, please reply to the sender indicating that fact and delete the copy you received. Thank you.

19

There is, at least, a sliver lining: Moving to a clean, new RT 3 instance
does have the side benefit of being able to easily redo your queue, scrip
and custom fields from a clean slate based on what your staff have learned
using RT2.

Is there, by any chance, a way to move only the privileged users and
groups from an RT2 to a new RT3 without taking tickets or
unprivileged users? Taking the queues and watchers would be OK too
but that part is easy enough to rebuild once the users are there.

Les Mikesell
les@futuresource.com

20

There is, at least, a sliver lining: Moving to a clean, new RT 3 instance
does have the side benefit of being able to easily redo your queue, scrip
and custom fields from a clean slate based on what your staff have learned
using RT2.

Is there, by any chance, a way to move only the privileged users and
groups from an RT2 to a new RT3 without taking tickets or
unprivileged users? Taking the queues and watchers would be OK too
but that part is easy enough to rebuild once the users are there.

Have a look at the boolean variables at the top of the import tool.