Several problems + versions to use

Becz_Tamas · September 28, 2004, 10:44am

Hello,

We are planning to use RTIR as our incident handling system, and
therefore installed a test version. It is based on the request-tracker3
packages found in Debian (upstream version 3.0.11) and the rtir 1.0.5
downloaded from bestpracticals website. I use pgsql as a database
server. Required Perl modules are from debian unstable packeges, if they
exist. If not, I get them from CPAN.
I also installed the Statistics module, which I found on the wiki.

However, there are several issues, that I think are beyond configuration
problems, but rather caused by more-or-less incompatible versions. I’m
now planning to put rtir into a clean, chrooted environment.

I would really appriciate if someone who has a fine working install told
me the exact versions of rt, rtir, db server, and required perl modules
they use?

Also, i found that the released rtir-1.1.2 beta is compatible with rt
3.2. Should I give that a try?

Below are some of the errors, maybe someone has some ideas of what
causes these:

On clicking the incident reports, the following appear in syslog:
Sep 28 09:26:17 cert postgres[26023]: [9] ERROR: pg_atoi: error in
"Incident Reports": can’t parse “Incident Reports”

Sep 28 11:26:17 cert RT: DBD::Pg::st execute failed: ERROR: pg_atoi:
error in “Incident Reports”: can’t parse “Incident Reports” at
/usr/share/perl5/DBIx/SearchBuilder.pm line 140.
(/usr/share/request-tracker3/lib/RT.pm:250)

Sep 28 11:26:17 cert RT: DBIx::SearchBuilder error:ERROR: pg_atoi:
error in “Incident Reports”: can’t parse “Incident Reports” ^IQuery
String is SELECT main.* FROM CustomFields main WHERE ((main.Disabled =
‘0’)) AND ((main.Queue = ‘4’)OR(main.Queue = ‘0’)OR(main.Queue =
‘0’)OR(main.Queue = ‘Incident Reports’)) ORDER BY main.SortOrder ASC
(/usr/share/request-tracker3/lib/RT.pm:250)

Sep 28 11:26:17 cert RT: DBD::Pg::st fetchrow_hashref failed: no
statement executing at /usr/share/perl5/DBIx/SearchBuilder.pm line 158.
(/usr/share/request-tracker3/lib/RT.pm:250)

For me, it looks like the index num for Incident Reports cannot be
found, and therfore SearchBuilder creates an invaild query.

AdminCC filed does not get filled in when trying to comment on or
reply to a ticket. (I did added it to the Queue
When I write a comment on a ticket I get a “Status: Illegal value for
Status” message. (There is no way to set it on the comment form)
There is a template, that cannot be deleted, I get a permission
denied error, even when logged in as root.

Thank you,
Becz Tamás
MTA SZTAKI - Network Security Department
Addr: H-1111 Budapest, Lágymányosi u. 11.
Room: L I/9.box
Tel: +36-1-279-6280
ICQ: 68747712
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Jesse_Vincent · September 28, 2004, 4:17pm

However, there are several issues, that I think are beyond configuration
problems, but rather caused by more-or-less incompatible versions. I’m
now planning to put rtir into a clean, chrooted environment.

Indeed. This looks like invalid SQL being generated by the RTIR app, in
a way that mysql would happily ignore.

Also, i found that the released rtir-1.1.2 beta is compatible with rt
3.2. Should I give that a try?

If possible, that would be quite useful. It may well be something we’ve
already corrected in 3.2/1.1, though I’m sorry that I can’t tell you
that off the top of my head.

Jesse

Becz_Tamas · September 29, 2004, 1:22pm

2004-09-28, k keltezéssel 18:17-kor Jesse Vincent ezt írta:

However, there are several issues, that I think are beyond configuration
problems, but rather caused by more-or-less incompatible versions. I’m
now planning to put rtir into a clean, chrooted environment.

Indeed. This looks like invalid SQL being generated by the RTIR app, in
a way that mysql would happily ignore.

Also, i found that the released rtir-1.1.2 beta is compatible with rt
3.2. Should I give that a try?

If possible, that would be quite useful. It may well be something we’ve
already corrected in 3.2/1.1, though I’m sorry that I can’t tell you
that off the top of my head.

Jesse

Well, I installed rt 3.2.2rc1 and rtir 1.1.2 into a chrooted debian
sarge, and it seems to work better after a short check (at least it
produces much cleaner logs, for sure).

However, there’s a new problem which I hope you have a solution for:
when I comment or reply to a ticket, i got a message like:
Ticket 3: Type: Type changed from ticket to by root
if i reply to it, I am also told this:
Ticket 4: Status: Status changed from open to stalled by root
which would make sense, but

it never was open. it was new, I did not take it.
it did remain State:new
and from that point search won’t be able to find it, when i search for
“state contains new” packages (and there is no stalled in the drop-down
menu). However i can find them by searching for requestor email address,
or quick searching their id.)

Other thing, when I comment, I still can’t see AdminCC or CC fileds
values (but the mails are sent). Is this supposed to be like this.

Also, we looked a bit into that wrong query, and found that mysql would
ignore this because it assumes any string to be zero. Altrough I’m way
not a database expert I think it is a dangerous assumption, and I don’t
know if it does anything to RT, but you might have to look at it. Just
FYI.

Thank you for your help.

Becz Tamás
MTA SZTAKI - Network Security Department
Addr: H-1111 Budapest, Lágymányosi u. 11.
Room: L I/9.box
Tel: +36-1-279-6280
ICQ: 68747712
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julien · September 29, 2004, 6:47pm

Becz Tamas wrote:

However, there’s a new problem which I hope you have a solution for:
when I comment or reply to a ticket, i got a message like:
Ticket 3: Type: Type changed from ticket to by root
if i reply to it, I am also told this:
Ticket 4: Status: Status changed from open to stalled by root
which would make sense, but

Actually, that’s a bug. I’ve fixed it, and you’ll see the fix in RTIR
1.1.3. Details here: http://rt3.fsck.com/Ticket/Display.html?id=6149

it never was open. it was new, I did not take it.

it did remain State:new

RTIR maintains the state of its tickets in its own State custom field.
This is related to the core Status field, but isn’t the same.

and from that point search won’t be able to find it, when i search for
“state contains new” packages (and there is no stalled in the drop-down
menu). However i can find them by searching for requestor email address,
or quick searching their id.)

The reason they don’t show up in the search is because of the incorrect
Type change.

Other thing, when I comment, I still can’t see AdminCC or CC fileds
values (but the mails are sent). Is this supposed to be like this.

Are these AdminCCs and CCs for the ticket, or for the Queue?

Linda

Becz_Tamas · September 30, 2004, 6:45am

Hello,

2004-09-29, sze keltezéssel 20:47-kor Linda L. Julien ezt írta:

Actually, that’s a bug. I’ve fixed it, and you’ll see the fix in RTIR
1.1.3. Details here: http://rt3.fsck.com/Ticket/Display.html?id=6149

Thank you, but RT wants me to login there, and I can’t.

RTIR maintains the state of its tickets in its own State custom field.
This is related to the core Status field, but isn’t the same.

The reason they don’t show up in the search is because of the incorrect
Type change.

Ok. That’s somewhat like I tought.

Other thing, when I comment, I still can’t see AdminCC or CC fileds
values (but the mails are sent). Is this supposed to be like this.

Are these AdminCCs and CCs for the ticket, or for the Queue?

For the queue, so I guess it’s right, but just to be sure.

Thanks,
Becz Tamás
MTA SZTAKI - Network Security Department
Addr: H-1111 Budapest, Lágymányosi u. 11.
Room: L I/9.box
Tel: +36-1-279-6280
ICQ: 68747712
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Becz_Tamas · September 30, 2004, 7:03am

2004-09-30, cs keltezéssel 08:52-kor Mally Mclane ezt írta:

Hi,

2004-09-29, sze keltezéssel 20:47-kor Linda L. Julien ezt írta:

Actually, that’s a bug. I’ve fixed it, and you’ll see the fix in RTIR
1.1.3. Details here: http://rt3.fsck.com/Ticket/Display.html?id=6149

Thank you, but RT wants me to login there, and I can’t.

You can use:

username: guest
password: guest

Cheers,

Mally Mclane
JANET-CERT

Thank you so much.

ps. I feel embarassed. My only excuse might be it’s still morning here.

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Mally_Mclane · September 30, 2004, 6:52am

Hi,–On 30 September 2004 08:45 +0200 Becz Tamas becz@sztaki.hu wrote:

2004-09-29, sze keltezéssel 20:47-kor Linda L. Julien ezt írta:

Actually, that’s a bug. I’ve fixed it, and you’ll see the fix in RTIR
1.1.3. Details here: http://rt3.fsck.com/Ticket/Display.html?id=6149

Thank you, but RT wants me to login there, and I can’t.

You can use:

username: guest
password: guest

Cheers,

Mally Mclane
JANET-CERT

Becz_Tamas · September 30, 2004, 12:05pm

Hello again,

2004-09-29, sze keltezéssel 20:47-kor Linda L. Julien ezt írta:

Actually, that’s a bug. I’ve fixed it, and you’ll see the fix in RTIR
1.1.3. Details here: http://rt3.fsck.com/Ticket/Display.html?id=6149

it referenced svn://svn.bestpractical.com/@1582, so I did
#svn co -r 1582 svn://svn.bestpractical.com/rtir/branches/1.1-TESTING
and overwrote RTIR/Update.html with the one in the svn version. This
seems to have solved the problem.

However, there’s another issue:
If I try to Edit any of the incidents i get the following error:

                          System error

error:
Error during compilation of
/opt/rt3/share/html/RTIR/Incident/Edit.html:
Global symbol “$TicketObj” requires
explicit package name at
/opt/rt3/share/html/RTIR/Incident/Edit.html line 82.

context:
…

78:

79: 80: 81: <&|/l&>Priority: 82: 83: 84: 85: <&|/l&>Time Worked: 86: ...

code stack:
/usr/local/share/perl/5.8.4/HTML/Mason/Interp.pm:317
/usr/local/share/perl/5.8.4/HTML/Mason/Request.pm:892
/usr/local/share/perl/5.8.4/HTML/Mason/Request.pm:996
/opt/rt3/share/html/RTIR/Edit.html:198
/opt/rt3/share/html/RTIR/autohandler:2
/opt/rt3/share/html/autohandler:199
raw error

Now, I notice that in the UPGRADE file there are several scrips, that it
says shoud be removed. Shoud I remove those, even If it was a clean
install?

Becz Tamás
MTA SZTAKI - Network Security Department
Addr: H-1111 Budapest, Lágymányosi u. 11.
Room: L I/9.box
Tel: +36-1-279-6280
ICQ: 68747712
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Ruediger_Riediger · December 2, 2004, 4:40pm

Long time to answer, but I now hit a similar issue and found your mail
when searching the mail archive for a solution

Becz Tamas wrote:

AdminCC filed does not get filled in when trying to comment on or
reply to a ticket. (I did added it to the Queue

But it is sent nevertheless. Even if not visible on the page (for
whatever reason). I can confirm seeing the same issue.

When I write a comment on a ticket I get a “Status: Illegal value for
Status” message. (There is no way to set it on the comment form)

That’s for both Comment and Correspondence. The “Status” field is
submitted empty, and an empty field is obviously an illegal value. I am
currently investigating this… more to come.

There is a template, that cannot be deleted, I get a permission
denied error, even when logged in as root.

Then, it’s in use somewhere.

Best regards,

Ruediger 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
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Becz_Tamas · December 3, 2004, 7:49am

Hello,

Long time to answer, but I now hit a similar issue and found your mail
when searching the mail archive for a solution

Long time answers are better than no answers at all

Becz Tamas wrote:

AdminCC filed does not get filled in when trying to comment on or
reply to a ticket. (I did added it to the Queue

But it is sent nevertheless. Even if not visible on the page (for
whatever reason). I can confirm seeing the same issue.

Yes, I found that it is sent. I believe this is because those fields are
not connected to the ticket itself, but to the queue, and rtir is not
“smart” enough to look it up there. However, this is merly an assumtion
on my part, w/o examining the code. But I’d guess that it sould not be a
big problem to look that up in the DB, trough.

When I write a comment on a ticket I get a “Status: Illegal value for
Status” message. (There is no way to set it on the comment form)

That’s for both Comment and Correspondence. The “Status” field is
submitted empty, and an empty field is obviously an illegal value. I am
currently investigating this… more to come.

This would be nice. Since other issues were up, and besides the error
messege, this does not affect anyithing else (at least AFAIK), I decided
to live with it till I’ll have time… I’m still living with it :-/

There is a template, that cannot be deleted, I get a permission
denied error, even when logged in as root.

Then, it’s in use somewhere.
Propably it was, but since I dropped that practicular testing DB, and am
unable to reproduce the error, we’ll never know

Solution for me was rt 3.0.12 and rtir 1.0.5, and after fixing those
several issues, it’s ok now. (Besides #4, anyway)

Thank you for your answer,

Best regards,

Ruediger Riediger

Becz Tamás
MTA SZTAKI - Network Security Department
Addr: H-1111 Budapest, Lágymányosi u. 11.
Room: L I/9.box
Tel: +36-1-279-6280
ICQ: 68747712

We do good, fast, and cheap work. You can choose two.

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Ruediger_Riediger · December 3, 2004, 10:57am

Becz Tamas wrote:

When I write a comment on a ticket I get a “Status: Illegal value for
Status” message. (There is no way to set it on the comment form)

That’s for both Comment and Correspondence. The “Status” field is
submitted empty, and an empty field is obviously an illegal value. I am
currently investigating this… more to come.

This would be nice. Since other issues were up, and besides the error
messege, this does not affect anyithing else (at least AFAIK), I decided
to live with it till I’ll have time… I’m still living with it :-/

I figured out that there is impact:
The “Started” time is set when there is a “Status” changes from “new” to
anything else (see Ticket_Overlay.pm):

 #If we're changing the status from new, record that we've started
 if ( ( $self->Status =~ /new/ ) && ( $args{Status} ne 'new' ) ) {

     #Set the Started time to "now"
     $self->_Set( Field             => 'Started',
                  Value             => $now->ISO,
                  RecordTransaction => 0 );
 }

Now, the empty Status prevents this change and the “Started” date is not
recorded correctly. This means, the SLA requirement is not calculated
correctly for RTIR Reports.

That’s what I am investigating.

Solution for me was rt 3.0.12 and rtir 1.0.5, and after fixing those
several issues, it’s ok now. (Besides #4, anyway)

You should upgrade to 1.0.6rc1. It’s stable and some minor issues are
fixed. I think that only missing feedback prevented Jesse to make this
1.0.6 final. Note that the “Illegal Status” bug is not fixed in 1.0.6

Best regards,

Ruediger 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
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Ruediger_Riediger · December 3, 2004, 4:08pm

Hello,

I think I found the right place where things go wrong.

Ruediger Riediger wrote:

When I write a comment on a ticket I get a “Status: Illegal value for
Status” message. (There is no way to set it on the comment form)

That’s for both Comment and Correspondence. The “Status” field is
submitted empty, and an empty field is obviously an illegal value. I am
currently investigating this… more to come.

In /opt/rt3/share/html/RTIR/Update.html, the following happens:

<%INIT>
[…]
unless($DefaultStatus){
$DefaultStatus=($ARGS{‘Status’} ||$Ticket->Status());
}

This makes sense: if there is no “DefaultStatus” argument, substitute
the “Status” argument or the current ticket status. Below this line, the
page title is defined according to $DefaultStatus. So $DefaultStatus now
holds the expected Status change.

Now, when the page is build, The hidden form inputs below are used:

Well… for replies (or comments), the “DefaultStatus” is not passed on
on the URL. So $ARGS{DefaultStatus} is empty. That’s why we set
$DefaultStatus like above. If now Update.html is called by submitting
the form, it tries to set the Status to the empty value. This causes the
“Status: Illegal Value” error, and therefore the missing Status update,
leading to the “Started” date not set.

Instead of $ARGS{DefaultStatus}, $DefaultStatus should be used. Here is
the diff for /opt/rt3/share/html/RTIR/Update.html:

34,35c34,35
<
<

38c38
< % if ($Type eq ‘Report’ and $ARGS{‘DefaultStatus’} eq ‘rejected’) {

% if ($Type eq ‘Report’ and $DefaultStatus eq ‘rejected’) {

Time for a coffee.

Best regards,

Ruediger Riediger

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