Ready to roll?

Ok, I have users set up, groups set up (company departments), queues set up… The RT box seems to be sending messages back and forth to our main Exchange box with no trouble at all… The RT web interface itself is only viewable from within our network, but I don’t personally see that as a problem… I JUST got the RT book today and implemented the backups for MySQL (and copying a few .pm files) onto a removable USB drive with no issue, and now scheduled that to run via cron every night at midnight… Are there any other last second gotchas I should beware of before I unleash all of my users onto RT?

And my two cents: This is a great product, and I’m glad I spent the money on the ORA book. Thanks also to everyone on this list who has responded to me so far, I’m really looking forward to putting RT to good use!

-John

Don’t forget the cronjobs:

ChrisAm 26.02.2013 01:09, schrieb John Buell:

Ok, I have users set up, groups set up (company departments), queues set
up�. The RT box seems to be sending messages back and forth to our main
Exchange box with no trouble at all�. The RT web interface itself is
only viewable from within our network, but I don�t personally see that
as a problem�. I JUST got the RT book today and implemented the backups
for MySQL (and copying a few .pm files) onto a removable USB drive with
no issue, and now scheduled that to run via cron every night at
midnight�. Are there any other last second gotchas I should beware of
before I unleash all of my users onto RT?

And my two cents: This is a great product, and I�m glad I spent the
money on the ORA book. Thanks also to everyone on this list who has
responded to me so far, I�m really looking forward to putting RT to good
use!

-John

Got 'em! Thanks!From: Christian Loos [mailto:cloos@netcologne.de]
Sent: Tuesday, February 26, 2013 12:54 AM
To: John Buell
Cc: rt-users@lists.bestpractical.com
Subject: Re: Ready to roll?

Don’t forget the cronjobs:

Chris

Am 26.02.2013 01:09, schrieb John Buell:

Ok, I have users set up, groups set up (company departments), queues
set up… The RT box seems to be sending messages back and forth to our
main Exchange box with no trouble at all… The RT web interface itself
is only viewable from within our network, but I don’t personally see
that as a problem… I JUST got the RT book today and implemented the
backups for MySQL (and copying a few .pm files) onto a removable USB
drive with no issue, and now scheduled that to run via cron every
night at midnight… Are there any other last second gotchas I should
beware of before I unleash all of my users onto RT?

On the topic of backups, I assume you’ve seen the new backups
documentation?
http://bestpractical.com/rt/docs/latest/backups.html

Other common things - make sure you have monitoring in place on the
machine, otherwise when you start to run low on space or have a load
spike you’ll have no way to triage what happened.

-kevin

Hm, thanks for pointing that out Kevin. I had been using:
Mysqldump --opt --add-drop-table --single-transaction -u rt_user -pPassword -h localhost rt4 > rt4-mysql-backup-date %Y%m%d

I see the sense in doing the backup on the page that you linked to, but when I do it that way, I’m getting 'error 1044: Access denied for user ‘rt_user’@‘localhost’ to database ‘rt4’ when doing LOCK TABLES.

So is there something else I’m missing, or might someone have just been active in a session?

I also didn’t have logging turned on, but I found the page on the wiki that described that and enabled it.-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Kevin Falcone
Sent: Tuesday, February 26, 2013 11:35 AM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Ready to roll?

On Tue, Feb 26, 2013 at 02:56:28PM +0000, John Buell wrote:

Am 26.02.2013 01:09, schrieb John Buell:

Ok, I have users set up, groups set up (company departments), queues
set up… The RT box seems to be sending messages back and forth to
our main Exchange box with no trouble at all… The RT web
interface itself is only viewable from within our network, but I
don’t personally see that as a problem… I JUST got the RT book
today and implemented the backups for MySQL (and copying a few .pm
files) onto a removable USB drive with no issue, and now scheduled
that to run via cron every night at midnight… Are there any other
last second gotchas I should beware of before I unleash all of my users onto RT?

On the topic of backups, I assume you’ve seen the new backups documentation?
http://bestpractical.com/rt/docs/latest/backups.html

Other common things - make sure you have monitoring in place on the machine, otherwise when you start to run low on space or have a load spike you’ll have no way to triage what happened.

-kevin

Hm, thanks for pointing that out Kevin. I had been using: Mysqldump
–opt --add-drop-table --single-transaction -u rt_user -pPassword -h
localhost rt4 > rt4-mysql-backup-date %Y%m%d

I see the sense in doing the backup on the page that you linked to,
but when I do it that way, I’m getting 'error 1044: Access denied for
user ‘rt_user’@‘localhost’ to database ‘rt4’ when doing LOCK TABLES.

So is there something else I’m missing, or might someone have just
been active in a session?

The database user RT creates (rt_user by default) isn’t granted the
ability to issue LOCK TABLE commands. Backups should be made by a full
privileged database user, such as “root” by default on MySQL. If you
must use the database user which RT uses, you will need to grant it more
rights.

Hm, thanks for pointing that out Kevin. I had been using: Mysqldump
–opt --add-drop-table --single-transaction -u rt_user -pPassword -h
localhost rt4 > rt4-mysql-backup-date %Y%m%d

I see the sense in doing the backup on the page that you linked to,
but when I do it that way, I’m getting 'error 1044: Access denied for
user ‘rt_user’@‘localhost’ to database ‘rt4’ when doing LOCK TABLES.

So is there something else I’m missing, or might someone have just
been active in a session?

The database user RT creates (rt_user by default) isn’t granted the
ability to issue LOCK TABLE commands. Backups should be made by a full
privileged database user, such as “root” by default on MySQL. If you
must use the database user which RT uses, you will need to grant it more
rights.

As Tom notes, we usually run backups as a more privileged user, but if
you want to run as the rt_user because that password is already store
on disk somewhere, you can insert --single-transaction or
–skip-lock-tables in the first part of that command - the
mysqldump rt4 --tables sessions --no-data;
because even though you’re only asking for a schema, MySQL locks.

I filed Login
so someone will look at that doc and update.

-kevin

From: “Kevin Falcone” falcone@bestpractical.com

I filed Login
so someone will look at that doc and update.

Am I really the first person to notice that Basics does not include the
full Ticket title, so that when the large label version of it in
the top ticket frame is too long to fit at whatever text size it is,
you have to burrow all the way to the bottom of the comments to see it?

This is a tiny bit worse for me, because (being almost 50 and having a 12"
laptop :slight_smile: I tend to run sites in Firefox Zoom Text Only mode, but on this
particular example, it overflows even at standard text size.

Should I RFE this?

Cheers,
– jra
Jay R. Ashworth Baylink jra@baylink.com
Designer The Things I Think RFC 2100
Ashworth & Associates http://baylink.pitas.com 2000 Land Rover DII
St Petersburg FL USA #natog +1 727 647 1274