Shredder in 3.8.2

RT Users
1

Hi

I am trying to get shredder working, I have created the directory and
made it writable by www-data but I still get an error;

“Shredder needs a directory to write dumps to. Please check that you
have /usr/local/rt/var/data/RT-Shredder
and it is writable by your web server.”

Am I missing something?

Regards, Jim

2

Hi

I am trying to get shredder working, I have created the directory and
made it writable by www-data but I still get an error;

“Shredder needs a directory to write dumps to. Please check that you
have /usr/local/rt/var/data/RT-Shredder
and it is writable by your web server.”

Am I missing something?

Maybe www-data is the wrong user/group - please post the result of:

ls -l /usr/local/rt/var/data/RT-Shredder

and (for apache or httpd):

ps -ef | grep httpd

and the results of running the “groups” command against the RT “user”,
something like this might do it:

groups rtuser

Richard Foley
Ciao - shorter than aufwiedersehen

3

Hi,

greyarea jim # ls -l /usr/local/rt/var/data/RT_Shredder/
total 0
greyarea jim # ps -ef | grep apache2
root 3889 1 0 13:57 ? 00:00:06 /usr/sbin/apache2 -k
start
root 3898 11198 0 13:57 pts/7 00:00:00 tail -f
/var/log/apache2/error.log
root 5862 32163 0 12:36 pts/1 00:00:00 tail -f
/var/log/apache2/error.log
root 18192 935 0 14:33 pts/4 00:00:00 tail -F
/var/log/apache2/error.log
www-data 22739 3889 0 16:19 ? 00:00:03 /usr/sbin/apache2 -k
start
www-data 22740 3889 0 16:19 ? 00:00:05 /usr/sbin/apache2 -k
start
www-data 22741 3889 0 16:19 ? 00:00:04 /usr/sbin/apache2 -k
start
www-data 22742 3889 0 16:19 ? 00:00:03 /usr/sbin/apache2 -k
start
www-data 22743 3889 0 16:19 ? 00:00:03 /usr/sbin/apache2 -k
start
www-data 22765 3889 0 16:19 ? 00:00:02 /usr/sbin/apache2 -k
start
www-data 25089 3889 0 16:26 ? 00:00:02 /usr/sbin/apache2 -k
start
www-data 25090 3889 0 16:26 ? 00:00:01 /usr/sbin/apache2 -k
start
www-data 25091 3889 0 16:26 ? 00:00:02 /usr/sbin/apache2 -k
start
root 31666 984 0 16:42 pts/2 00:00:00 grep apache2-----Original Message-----
From: Richard Foley [mailto:Richard.Foley@rfi.net]
Sent: 06 March 2009 13:24
To: Jim Tambling
Cc: rt-users@lists.bestpractical.com; rt-users@bestpractical.com
Subject: Re: [rt-users] Shredder in 3.8.2

On Friday 06 March 2009 14:04:17 Jim Tambling wrote:

Hi

I am trying to get shredder working, I have created the directory and
made it writable by www-data but I still get an error;

“Shredder needs a directory to write dumps to. Please check that you
have /usr/local/rt/var/data/RT-Shredder
and it is writable by your web server.”

Am I missing something?

Maybe www-data is the wrong user/group - please post the result of:

ls -l /usr/local/rt/var/data/RT-Shredder

and (for apache or httpd):

ps -ef | grep httpd

and the results of running the “groups” command against the RT “user”,
something like this might do it:

groups rtuser

Richard Foley
Ciao - shorter than aufwiedersehen

No virus found in this incoming message.
Checked by AVG - www.avg.com
Version: 8.0.237 / Virus Database: 270.11.8/1987 - Release Date:
03/06/09 07:20:00

4

It might help to use a couple of different commands, please try these two:

groups www-data

ls -lR /usr/local/rt/var/data

Richard Foley
Ciao - shorter than aufwiedersehen

One, Two, Free! – Richard Foley Friday 06 March 2009 17:46:50 Jim Tambling wrote:

Hi,

greyarea jim # ls -l /usr/local/rt/var/data/RT_Shredder/
total 0
greyarea jim # ps -ef | grep apache2
root 3889 1 0 13:57 ? 00:00:06 /usr/sbin/apache2 -k
start
root 3898 11198 0 13:57 pts/7 00:00:00 tail -f
/var/log/apache2/error.log
root 5862 32163 0 12:36 pts/1 00:00:00 tail -f
/var/log/apache2/error.log
root 18192 935 0 14:33 pts/4 00:00:00 tail -F
/var/log/apache2/error.log
www-data 22739 3889 0 16:19 ? 00:00:03 /usr/sbin/apache2 -k
start
www-data 22740 3889 0 16:19 ? 00:00:05 /usr/sbin/apache2 -k
start
www-data 22741 3889 0 16:19 ? 00:00:04 /usr/sbin/apache2 -k
start
www-data 22742 3889 0 16:19 ? 00:00:03 /usr/sbin/apache2 -k
start
www-data 22743 3889 0 16:19 ? 00:00:03 /usr/sbin/apache2 -k
start
www-data 22765 3889 0 16:19 ? 00:00:02 /usr/sbin/apache2 -k
start
www-data 25089 3889 0 16:26 ? 00:00:02 /usr/sbin/apache2 -k
start
www-data 25090 3889 0 16:26 ? 00:00:01 /usr/sbin/apache2 -k
start
www-data 25091 3889 0 16:26 ? 00:00:02 /usr/sbin/apache2 -k
start
root 31666 984 0 16:42 pts/2 00:00:00 grep apache2

-----Original Message-----
From: Richard Foley [mailto:Richard.Foley@rfi.net]
Sent: 06 March 2009 13:24
To: Jim Tambling
Cc: rt-users@lists.bestpractical.com; rt-users@bestpractical.com
Subject: Re: [rt-users] Shredder in 3.8.2

On Friday 06 March 2009 14:04:17 Jim Tambling wrote:

Hi

I am trying to get shredder working, I have created the directory and
made it writable by www-data but I still get an error;

“Shredder needs a directory to write dumps to. Please check that you
have /usr/local/rt/var/data/RT-Shredder
and it is writable by your web server.”

Am I missing something?

Maybe www-data is the wrong user/group - please post the result of:

ls -l /usr/local/rt/var/data/RT-Shredder

and (for apache or httpd):

ps -ef | grep httpd

and the results of running the “groups” command against the RT “user”,
something like this might do it:

groups rtuser

–
Richard Foley
Ciao - shorter than aufwiedersehen

http://www.rfi.net/

No virus found in this incoming message.
Checked by AVG - www.avg.com
Version: 8.0.237 / Virus Database: 270.11.8/1987 - Release Date:
03/06/09 07:20:00

5

Hi again,

greyarea jim # ls -lR /usr/local/rt/var/data
/usr/local/rt/var/data:
total 4
drwxrwsrwx 2 www-data staff 4096 2009-02-19 10:52 RT_Shredder

/usr/local/rt/var/data/RT_Shredder:
total 0

Thanks, JimFrom: Richard Foley [mailto:Richard.Foley@rfi.net]
Sent: 07 March 2009 08:44
To: rt-users@bestpractical.com
Cc: Jim Tambling; rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Shredder in 3.8.2

It might help to use a couple of different commands, please try these
two:

groups www-data

ls -lR /usr/local/rt/var/data

Richard Foley
Ciao - shorter than aufwiedersehen

Hi,

greyarea jim # ls -l /usr/local/rt/var/data/RT_Shredder/
total 0
greyarea jim # ps -ef | grep apache2
root 3889 1 0 13:57 ? 00:00:06 /usr/sbin/apache2 -k
start
root 3898 11198 0 13:57 pts/7 00:00:00 tail -f
/var/log/apache2/error.log
root 5862 32163 0 12:36 pts/1 00:00:00 tail -f
/var/log/apache2/error.log
root 18192 935 0 14:33 pts/4 00:00:00 tail -F
/var/log/apache2/error.log
www-data 22739 3889 0 16:19 ? 00:00:03 /usr/sbin/apache2 -k
start
www-data 22740 3889 0 16:19 ? 00:00:05 /usr/sbin/apache2 -k
start
www-data 22741 3889 0 16:19 ? 00:00:04 /usr/sbin/apache2 -k
start
www-data 22742 3889 0 16:19 ? 00:00:03 /usr/sbin/apache2 -k
start
www-data 22743 3889 0 16:19 ? 00:00:03 /usr/sbin/apache2 -k
start
www-data 22765 3889 0 16:19 ? 00:00:02 /usr/sbin/apache2 -k
start
www-data 25089 3889 0 16:26 ? 00:00:02 /usr/sbin/apache2 -k
start
www-data 25090 3889 0 16:26 ? 00:00:01 /usr/sbin/apache2 -k
start
www-data 25091 3889 0 16:26 ? 00:00:02 /usr/sbin/apache2 -k
start
root 31666 984 0 16:42 pts/2 00:00:00 grep apache2

-----Original Message-----
From: Richard Foley [mailto:Richard.Foley@rfi.net]
Sent: 06 March 2009 13:24
To: Jim Tambling
Cc: rt-users@lists.bestpractical.com; rt-users@bestpractical.com
Subject: Re: [rt-users] Shredder in 3.8.2

Hi

I am trying to get shredder working, I have created the directory
and
made it writable by www-data but I still get an error;

“Shredder needs a directory to write dumps to. Please check that you
have /usr/local/rt/var/data/RT-Shredder
and it is writable by your web server.”

Am I missing something?

Maybe www-data is the wrong user/group - please post the result of:

ls -l /usr/local/rt/var/data/RT-Shredder

and (for apache or httpd):

ps -ef | grep httpd

and the results of running the “groups” command against the RT “user”,
something like this might do it:

groups rtuser

–
Richard Foley
Ciao - shorter than aufwiedersehen

http://www.rfi.net/

No virus found in this incoming message.
Checked by AVG - www.avg.com
Version: 8.0.237 / Virus Database: 270.11.8/1987 - Release Date:
03/06/09 07:20:00

6

Hi Jim,

"Shredder needs a directory to write dumps to. Please check that you
have <span class="file-path">/usr/local/rt/var/data/RT-Shredder</span>
and it is writable by your web server."

Looks to me as though that should work:

# ps -ef | grep apache
...
www-data 22739  3889  0 16:19 ?        00:00:03 /usr/sbin/apache2 -k

# ls -lR /usr/local/rt/var/data:
...
drwxrwsrwx 2 www-data staff 4096 2009-02-19 10:52 RT_Shredder

  1. Have you restarted your apache?

  2. Have you tried being pedantic and checking each and every directory above
    there too?

    ls -d /usr

    ls -d /usr/local

    ls -d /usr/local/rt

    ls -d /usr/local/rt/var

    ls -d /usr/local/rt/var/data

    ls -d /usr/local/rt/var/data/RT_Shredder

Richard Foley
Ciao - shorter than aufwiedersehen

One, Two, Free! – Richard Foley Sunday 08 March 2009 18:54:52 Jim Tambling wrote:

Hi again,

greyarea jim # ls -lR /usr/local/rt/var/data
/usr/local/rt/var/data:
total 4
drwxrwsrwx 2 www-data staff 4096 2009-02-19 10:52 RT_Shredder

/usr/local/rt/var/data/RT_Shredder:
total 0

Thanks, Jim

-----Original Message-----
From: Richard Foley [mailto:Richard.Foley@rfi.net]
Sent: 07 March 2009 08:44
To: rt-users@bestpractical.com
Cc: Jim Tambling; rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Shredder in 3.8.2

It might help to use a couple of different commands, please try these
two:

groups www-data

ls -lR /usr/local/rt/var/data

–
Richard Foley
Ciao - shorter than aufwiedersehen

http://www.rfi.net/

On Friday 06 March 2009 17:46:50 Jim Tambling wrote:

Hi,

greyarea jim # ls -l /usr/local/rt/var/data/RT_Shredder/
total 0
greyarea jim # ps -ef | grep apache2
root 3889 1 0 13:57 ? 00:00:06 /usr/sbin/apache2 -k
start
root 3898 11198 0 13:57 pts/7 00:00:00 tail -f
/var/log/apache2/error.log
root 5862 32163 0 12:36 pts/1 00:00:00 tail -f
/var/log/apache2/error.log
root 18192 935 0 14:33 pts/4 00:00:00 tail -F
/var/log/apache2/error.log
www-data 22739 3889 0 16:19 ? 00:00:03 /usr/sbin/apache2 -k
start
www-data 22740 3889 0 16:19 ? 00:00:05 /usr/sbin/apache2 -k
start
www-data 22741 3889 0 16:19 ? 00:00:04 /usr/sbin/apache2 -k
start
www-data 22742 3889 0 16:19 ? 00:00:03 /usr/sbin/apache2 -k
start
www-data 22743 3889 0 16:19 ? 00:00:03 /usr/sbin/apache2 -k
start
www-data 22765 3889 0 16:19 ? 00:00:02 /usr/sbin/apache2 -k
start
www-data 25089 3889 0 16:26 ? 00:00:02 /usr/sbin/apache2 -k
start
www-data 25090 3889 0 16:26 ? 00:00:01 /usr/sbin/apache2 -k
start
www-data 25091 3889 0 16:26 ? 00:00:02 /usr/sbin/apache2 -k
start
root 31666 984 0 16:42 pts/2 00:00:00 grep apache2

-----Original Message-----
From: Richard Foley [mailto:Richard.Foley@rfi.net]
Sent: 06 March 2009 13:24
To: Jim Tambling
Cc: rt-users@lists.bestpractical.com; rt-users@bestpractical.com
Subject: Re: [rt-users] Shredder in 3.8.2

On Friday 06 March 2009 14:04:17 Jim Tambling wrote:

Hi

I am trying to get shredder working, I have created the directory
and
made it writable by www-data but I still get an error;

“Shredder needs a directory to write dumps to. Please check that you
have /usr/local/rt/var/data/RT-Shredder
and it is writable by your web server.”

Am I missing something?

Maybe www-data is the wrong user/group - please post the result of:

ls -l /usr/local/rt/var/data/RT-Shredder

and (for apache or httpd):

ps -ef | grep httpd

and the results of running the “groups” command against the RT “user”,
something like this might do it:

groups rtuser

–
Richard Foley
Ciao - shorter than aufwiedersehen

http://www.rfi.net/

No virus found in this incoming message.
Checked by AVG - www.avg.com
Version: 8.0.237 / Virus Database: 270.11.8/1987 - Release Date:
03/06/09 07:20:00

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7

Dear RT Users,
during the last time more and more users told me about a strange problem with our Setup - in short: depending on the connected Webserver, they cannot see all Queues!

Setup:

1 x Database ( MySQL 5.0.67 )
2 x Webserver ( Apache, FastCGI ) Server 2 is a clone/copy of Server 1
2 x Loadbalancer

This Setup is running since several years, the only change was the Loadbalancer in front (before we did it with DND Round Robin).

Since some weeks we covered the problem on WebServer 2 (the clone of Server 1). If a user is connected to this server and if the users has changed his view for Quicksearch (e.g. disabled some queues) he is not able to see all of the enabled queues! If the same user is moved to the First Server, the displayed view is ok.

If the user on Server 2 is deaktivating and reactivating the queues for Quicksearch it is running fine again…for a while.

Any ideas where to start debugging?

I’ve compared both servers (intalled RPM, installed CPAN Modules and the whole RT directory byte by byte) and only some differences found in hostsnames and IP Settings (which i expected)

At this moment i have really no idea where to start! Any help is appreciated.

Thanks

Torsten

Kuehne + Nagel (AG & Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), Uwe Bielang (Stellv.), Bruno Mang, Dirk Blesius (Stellv.), Alfred Manke, Christian Marnetté (Stellv.), Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft: Kuehne & Nagel A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne

8

Hi Richard,

I applied the permissions recursively and that appears to have fixed it.

Many thanx, JimFrom: Richard Foley [mailto:Richard.Foley@rfi.net]
Sent: 09 March 2009 07:59
To: rt-users@lists.bestpractical.com
Cc: Jim Tambling; rt-users@bestpractical.com
Subject: Re: [rt-users] Shredder in 3.8.2

Hi Jim,

"Shredder needs a directory to write dumps to. Please check that

you
have /usr/local/rt/var/data/RT-Shredder
and it is writable by your web server."

Looks to me as though that should work:

# ps -ef | grep apache
...
www-data 22739  3889  0 16:19 ?        00:00:03

/usr/sbin/apache2 -k

# ls -lR /usr/local/rt/var/data:
...
drwxrwsrwx 2 www-data staff 4096 2009-02-19 10:52 RT_Shredder

  1. Have you restarted your apache?

  2. Have you tried being pedantic and checking each and every directory
    above
    there too?

    ls -d /usr

    ls -d /usr/local

    ls -d /usr/local/rt

    ls -d /usr/local/rt/var

    ls -d /usr/local/rt/var/data

    ls -d /usr/local/rt/var/data/RT_Shredder

Richard Foley
Ciao - shorter than aufwiedersehen