Rtfm + rtir

RTIR
1

Hello fellow CSIRTs,

I have just installed for the very first time RT3 (well, we are using
RT1 and I have took a good look at RT2, but it’s the first time with
RT3), and successfully installed RT-IR on top of it.

I noted that the ACL setup is broken (needed to add them manually), but
this was no problem.

However, when installing RT-FM 2.0 on top of it (templates to send are a
nice thing to have), I lost the RTIR menu entry in the “RT at a glance”
screen [first one after login]. Only RTFM is listed.

Whole RTIR is still there (just enter /RTIR/index.html for URL), but the
menu item is gone. So far, I have no clue how to bring it back.

I think it has to do with RTFM being installed in rt3/share/html and
RTIR in rt3/local/html, but I don’t know RT3 well enough (yet) to
understand it.

Any ideas?

Thanks in advance,

Rï¿œdiger Riediger

Dr. Ruediger Riediger Sun Microsystems GmbH
NSG - SunCERT Komturstr. 18a
mailto:Ruediger.Riediger@Sun.com D-12099 Berlin
NOTICE: This email message is for the sole use of the intended
recipient(s) and may contain confidential and privileged information.
Any unauthorized review, use, disclosure or distribution is prohibited.
If you are not the intended recipient, please contact the sender by
reply email and destroy all copies of the original message.
PGP 2048RSA/0x2C5020E9 964C E189 0FF0 8882 2BAB 65E2 6912 1FF2

2

Hello RT users, hello Jesse,

I now have installed sucessfully RT 3.0.3rc2 (thanks again to Jesse),
and successfully installed RT-IR 1.0 D96-C107 on top of it.

I noted that the ACL setup is broken (needed to add them manually), but
this was no problem. I already send notice to the mailing list.

However, when installing RT-FM 2.0 D54-C63 on top of it (FAQs to send
are a nice thing to have), I lost the RTIR menu entry in the “RT at a
glance” screen [first one after login]. Only RTFM is listed.

Whole RTIR is still there (just enter /RTIR/index.html for URL), but the
menu item is gone. So far, I have no clue how to bring it back.

I think it has to do with RTFM being installed in rt3/share/html and
RTIR in rt3/local/html, but I don’t know RT3 well enough (yet) to
understand it.

Any ideas?

Thanks in advance,

Rï¿œdiger Riediger

Dr. Ruediger Riediger Sun Microsystems GmbH
NSG - SunCERT Komturstr. 18a
mailto:Ruediger.Riediger@Sun.com D-12099 Berlin
NOTICE: This email message is for the sole use of the intended
recipient(s) and may contain confidential and privileged information.
Any unauthorized review, use, disclosure or distribution is prohibited.
If you are not the intended recipient, please contact the sender by
reply email and destroy all copies of the original message.
PGP 2048RSA/0x2C5020E9 964C E189 0FF0 8882 2BAB 65E2 6912 1FF2

3

[These are not the droids you’re looking for. Please go about your
business. More details on the mysterious RTIR project will be announced
next week at the FIRST conference (www.first.org) in Ottawa ]

Hello RT users, hello Jesse,

I now have installed sucessfully RT 3.0.3rc2 (thanks again to Jesse),
and successfully installed RT-IR 1.0 D96-C107 on top of it.

I noted that the ACL setup is broken (needed to add them manually), but
this was no problem. I already send notice to the mailing list.

Thanks for the heads up. Public bug tracking for RTIR will be available
shortly.

However, when installing RT-FM 2.0 D54-C63 on top of it (FAQs to send
are a nice thing to have), I lost the RTIR menu entry in the “RT at a
glance” screen [first one after login]. Only RTFM is listed.

I believe it’s a very minor thing. The callbacks both tools use to add
themselves to the main menu use the same internal identifier for the
callback. I expect to release an RTFM 2.0 release candidate sometime in
the next week, along with an RTIR public beta. The problem should be
fixed by then.

Whole RTIR is still there (just enter /RTIR/index.html for URL), but the

–
Dr. Ruediger Riediger Sun Microsystems GmbH
NSG - SunCERT Komturstr. 18a
mailto:Ruediger.Riediger@Sun.com D-12099 Berlin

Request Tracker... So much more than a help desk — Best Practical Solutions – Trouble Ticketing. Free.

4

Hi all,

Looks like there may still be a problem with RTFM+RTIR

I’ve got RT-3-0-4RC2, RTFM-2-0RC1, RTIR-1-0-rc1
Box is a RedHat 9 box, perl modules updated off CPAN

The ACL problem appears to be still there - looks like its barfing
because “root” isn’t a user in RT? (Not sure on this)
RTIR doesn’t appear on the menu, but it is still there…
(/RTIR/index.html )

Also been seeing this error after the install - any tips? This appears
when entering any queue that contains tickets (Storable is the latest
version, server is running FastCGI on Apache 1.3.27)

Cheers,
Gordon

Assertion flags == 0 failed: file “Storable.xs”, line 2342 at
blib/lib/Storable.pm (autosplit into blib/lib/auto/Storable/_freeze.al)
line 282.

Stack:
[blib/lib/Storable.pm (autosplit into
blib/lib/auto/Storable/_freeze.al):282]
[blib/lib/Storable.pm (autosplit into
blib/lib/auto/Storable/nfreeze.al):270]

[/usr/lib/perl5/site_perl/5.8.0/Apache/Session/Serialize/Storable.pm:21]
[/usr/lib/perl5/site_perl/5.8.0/Apache/Session.pm:507]
[/usr/lib/perl5/site_perl/5.8.0/Apache/Session.pm:462]
[/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:1050], at
/usr/lib/perl5/site_perl/5.8.0/Apache/Session/Serialize/Storable.pm line
21

Trace begun at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Exceptions.pm
line 128
HTML::Mason::Exceptions::rethrow_exception(‘Assertion flags == 0 failed:
file “Storable.xs”, line 2342 at blib/lib/Storable.pm (autosplit into
blib/lib/auto/Storable/_freeze.al) line 282.^J^JStack:^J
[blib/lib/Storable.pm (autosplit into
blib/lib/auto/Storable/_freeze.al):282]^J [blib/lib/Storable.pm
(autosplit into blib/lib/auto/Storable/nfreeze.al):270]^J
[/usr/lib/perl5/site_perl/5.8.0/Apache/Session/Serialize/Storable.pm:21]
^J [/usr/lib/perl5/site_perl/5.8.0/Apache/Session.pm:507]^J
[/usr/lib/perl5/site_perl/5.8.0/Apache/Session.pm:462]^J
[/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:1050], at
/usr/lib/perl5/site_perl/5.8.0/Apache/Session/Serialize/Storable.pm line
21^J’) called at /usr/lib/perl5/5.8.0/Carp.pm line 191
Carp::croak(‘Assertion flags == 0 failed: file “Storable.xs”, line 2342
at blib/lib/Storable.pm (autosplit into
blib/lib/auto/Storable/_freeze.al) line 282.^J^JStack:^J
[blib/lib/Storable.pm (autosplit into
blib/lib/auto/Storable/_freeze.al):282]^J [blib/lib/Storable.pm
(autosplit into blib/lib/auto/Storable/nfreeze.al):270]^J
[/usr/lib/perl5/site_perl/5.8.0/Apache/Session/Serialize/Storable.pm:21]
^J [/usr/lib/perl5/site_perl/5.8.0/Apache/Session.pm:507]^J
[/usr/lib/perl5/site_perl/5.8.0/Apache/Session.pm:462]^J
[/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:1050],’) called at
blib/lib/Storable.pm (autosplit into blib/lib/auto/Storable/logcroak.al)
line 66
Storable::logcroak(‘Assertion flags == 0 failed: file “Storable.xs”,
line 2342 at blib/lib/Storable.pm (autosplit into
blib/lib/auto/Storable/_freeze.al) line 282.^J^JStack:^J
[blib/lib/Storable.pm (autosplit into
blib/lib/auto/Storable/_freeze.al):282]^J [blib/lib/Storable.pm
(autosplit into blib/lib/auto/Storable/nfreeze.al):270]^J
[/usr/lib/perl5/site_perl/5.8.0/Apache/Session/Serialize/Storable.pm:21]
^J [/usr/lib/perl5/site_perl/5.8.0/Apache/Session.pm:507]^J
[/usr/lib/perl5/site_perl/5.8.0/Apache/Session.pm:462]^J
[/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:1050],’) called at
blib/lib/Storable.pm (autosplit into blib/lib/auto/Storable/_freeze.al)
line 283
Storable::_freeze(‘CODE(0x90b00d4)’, ‘HASH(0x9787b2c)’) called at
blib/lib/Storable.pm (autosplit into blib/lib/auto/Storable/nfreeze.al)
line 270
Storable::nfreeze(‘HASH(0x9787b2c)’) called at
/usr/lib/perl5/site_perl/5.8.0/Apache/Session/Serialize/Storable.pm line
21
Apache::Session::Serialize::Storable::serialize(‘Apache::Session::MySQL=
HASH(0x9789a14)’) called at
/usr/lib/perl5/site_perl/5.8.0/Apache/Session.pm line 507
Apache::Session::save(‘Apache::Session::MySQL=HASH(0x9789a14)’) called
at /usr/lib/perl5/site_perl/5.8.0/Apache/Session.pm line 462
Apache::Session::DESTROY(‘Apache::Session::MySQL=HASH(0x9789a14)’)
called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1050
eval {…}(‘Apache::Session::MySQL=HASH(0x9789a14)’) called at
/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1050
HTML::Mason::Request::comp(‘HTML::Mason::Request::ApacheHandler=HASH(0x9
6b518c)’, ‘HASH(0x96b215c)’,
‘HTML::Mason::Component::FileBased=HASH(0x92ba064)’, ‘ValueOfQueue’, 9,
‘StatusOp’, ‘=’, ‘NewSearch’, 1, ‘QueueOp’, ‘=’, ‘ValueOfStatus’,
‘ARRAY(0x89071d0)’, ‘RowsPerPage’, 50) called at
/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 332
eval {…}(‘HTML::Mason::Request::ApacheHandler=HASH(0x96b518c)’,
‘HASH(0x96b215c)’, ‘HTML::Mason::Component::FileBased=HASH(0x92ba064)’,
‘ValueOfQueue’, 9, ‘StatusOp’, ‘=’, ‘NewSearch’, 1, ‘QueueOp’, ‘=’,
‘ValueOfStatus’, ‘ARRAY(0x89071d0)’, ‘RowsPerPage’, 50) called at
/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 332
eval {…}(‘HTML::Mason::Request::ApacheHandler=HASH(0x96b518c)’,
‘HASH(0x96b215c)’, ‘HTML::Mason::Component::FileBased=HASH(0x92ba064)’,
‘ValueOfQueue’, 9, ‘StatusOp’, ‘=’, ‘NewSearch’, 1, ‘QueueOp’, ‘=’,
‘ValueOfStatus’, ‘ARRAY(0x89071d0)’, ‘RowsPerPage’, 50) called at
/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 292
HTML::Mason::Request::exec(‘HTML::Mason::Request::ApacheHandler=HASH(0x9
6b518c)’) called at
/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm line 134
eval {…}(‘HTML::Mason::Request::ApacheHandler=HASH(0x96b518c)’) called
at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm line 134
HTML::Mason::Request::ApacheHandler::exec(‘HTML::Mason::Request::ApacheH
andler=HASH(0x96b518c)’) called at
/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm line 783
HTML::Mason::ApacheHandler::handle_request(‘HTML::Mason::ApacheHandler=H
ASH(0x9304234)’, ‘Apache=SCALAR(0x95d78e8)’) called at
/usr/local/rt3/bin/webmux.pl line 118
RT::Mason::handler(‘Apache=SCALAR(0x95d78e8)’) called at /dev/null line
0
eval {…}(‘Apache=SCALAR(0x95d78e8)’) called at /dev/null line 0

5

OK, here’s what I did to solve this…

Recompiled perl non-threading (RedHat perl rpm has threading enabled,
which is non-standard)
Reinstalled perl modules off cpan & updated all to latest versions

I think that the fault was related to not having the latest versions of
Encode & Storable installed. Storable had to be installed manually,
since the test suite was looking for perl-5.8.1 or later :slight_smile:

Cheers,
Gordon

6

The reason for RTIR not appearing in the menu was that the html
directories didn’t install.
Copied over the Callbacks & RTIR directories manually, set perms, and
all appeared OK.

Whois tool isn’t going yet - looks like the hash of whois servers isn’t
being picked up (dropdown is empty)

Gotta admit, it sure looks good so far though. You’ve really outdone
yourself with this Jessie… Cheers!!

Gordon Smith CCNA
Network Operations Manager

MoreNet Ltd

PGP Fingerprint: 4B12 FBE4 784A 3294 6637 4587 AB6F C893 AB2C 952C

7

Hi Gordon,

The reason for RTIR not appearing in the menu was that the html
directories didn’t install. Copied over the Callbacks & RTIR
directories manually, set perms, and all appeared OK.

I’m glad you got things working.

Whois tool isn’t going yet - looks like the hash of whois servers isn’t
being picked up (dropdown is empty)

Make sure that you make the modifications to RT_SiteConfig.pm, as
described in the README. The list of whois servers, as well as a
number of other things, are set in the RTIR_Config.pm file, and you’ll
need to tell RT to look for it.

Gotta admit, it sure looks good so far though. You’ve really outdone
yourself with this Jessie… Cheers!!

Glad to hear that you like it.

Linda

8

Yep, did the RT_SiteConfig stuff… I’ll dig a bit deeper on Monday and
see if I can narrow down the cause… (it’s just about beer time)
The speed improvement in 3-0-4RC2 is fantastic as well!!

Also, some time ago someone posted a patch that would add a pseudo queue
"ALL" which displayed all new tickets across all queues. Unfortunately,
I’ve been unable to find it - both on my PC and in the list archives. If
someone on the list could re-post it, that’d be much appreciated. I got
too enthusiastic in doing the upgrade, and didn’t archive the old source
directory first :frowning:

Cheers,
Gordon