Problems with RequestTracker

Michelle_Konzack · February 10, 2011, 9:53pm

Hello,

arround two years ago I had already asked this, but now it is more or
less urgent.

I run IBM eServer with a bunch of Apache VHosts and several customers.

With RT it is not possibel, to run one VHost and have e.g. three
differnt targets like “abuse”, “support” and “info” like

http://support.customer1.com/abuse/
                            /info/
                            /support/
http://support.customer2.com/abuse/
                            /info/
                            /support/
...

Also it is not possibel to have more then one customer on a server,
because RT enforce to use ONE database instead one database per
customer and target.

Then I modified RT to support the two things above, but now I get the
hell of mySQL performance and it crash all the time

Does someone know a more suitable RequestTracker
for this kind of usage?

Also it should support PostgreSQL and use PHP5 or PHP6

The servers are IBM eServer x345 with Xeon DualCore 3GHz, 8 GByte memory
and 6x 147 GByte U320/15k SCSI Drives (Raid-5 + Hotfix)

Note: I have also tried OTRS but it sucks from the beginnig. It
maybe run for a singe instance with a singel target but
it does not work in a bigger PRO environment because I am
local ISP an have to handel several 10.000 FTTH customers

Thanks, Greetings and nice Day/Evening
Michelle Konzack

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Dominic_Hargreaves · February 11, 2011, 8:35am

With RT it is not possibel, to run one VHost and have e.g. three
differnt targets like “abuse”, “support” and “info” like
http://support.customer1.com/abuse/
                            /info/
                            /support/
http://support.customer2.com/abuse/
                            /info/
                            /support/
...
Also it is not possibel to have more then one customer on a server,
because RT enforce to use ONE database instead one database per
customer and target.

If you use FastCGI (ie not mod_perl) then I don’t see why you shouldn’t
be able to run multiple instances of RT. I’ve never tried doing that
with the same codebase (may not be possible to override the configuration
file, and there are probably other similar issues with the state
directories) but multiple manual installations in different directories
ought to work.

Then I modified RT to support the two things above, but now I get the
hell of mySQL performance and it crash all the time

How did you change it?

Dominic Hargreaves, Systems Development and Support Team
Computing Services, University of Oxford

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Michael_Brown · February 11, 2011, 10:34am

If you use FastCGI (ie not mod_perl) then I don’t see why you shouldn’t
be able to run multiple instances of RT. I’ve never tried doing that
with the same codebase (may not be possible to override the configuration
file, and there are probably other similar issues with the state
directories) but multiple manual installations in different directories
ought to work.

FWIW, this seems to be working for me with one codebase, multiple vhosts,
separate databases, separate configurations.

Essentially, this was achieved by creating multiple RT_SiteConfig.pm files in
the same directory, e.g. RT_site1.example.com.pm, RT_site2.example.com, and
then using the RT_SITE_CONFIG environment variable to select the relevant
configuration:

RT_SITE_CONFIG=RT_site1.example.com.pm rt-setup-database --action init

and in the vhost configuration (using fcgid):

ServerName site1.example.com
DefaultInitEnv RT_SITE_CONFIG RT_site1.example.com

Michael

Michelle_Konzack · February 11, 2011, 2:50pm

Hello Michael Brown,

Am 2011-02-11 10:34:32, hacktest Du folgendes herunter:

FWIW, this seems to be working for me with one codebase, multiple vhosts,
separate databases, separate configurations.

Essentially, this was achieved by creating multiple RT_SiteConfig.pm files in
the same directory, e.g. RT_site1.example.com.pm, RT_site2.example.com, and
then using the RT_SITE_CONFIG environment variable to select the relevant
configuration:

RT_SITE_CONFIG=RT_site1.example.com.pm rt-setup-database --action init

and in the vhost configuration (using fcgid):

ServerName site1.example.com
DefaultInitEnv RT_SITE_CONFIG RT_site1.example.com

I will retry it… :-/