Totaly at a loss!

Hi Everybody, I am trying to get running RT 2.0.13, on Solaris 8 Sparc, perl
5.60, and mysqladmin Ver 8.23 Distrib 3.23.45, for sun-solaris2.8.

I seem to be having a problem I just can’t seem to nail down (during initial
install)

I managed to install Mysql, build the initial databases, and change the
passwords for root@localhost, root@kiku (my server name) with no problem.

Next I configured my apachie server to recognise the /rt alias:

   Alias /rt "/usr/local/rt2/WebRT/html"
   PerlRequire /usr/local/rt2/bin/webmux.pl
   <Location /rt>
    SetHandler perl-script
     PerlHandler RT::Mason
   </Location>

Next I installed all of the dependencies for the RT system.

Last of all I modified the Makefile, and did the “make install” on the rt
software. All went well, with no errors or problems. I shutdown my apache
server and restarted it to pull in the new Alias.

Now when I go to the /rt alias the login screen comes up. I try logging into
the web interface, with root, and the root password that I put in the config.pm,
and Makefile when I built RT, well it doesn’t accept it. I gives no errors
(either on the screen, in the apache error log), it just pops you right back to
the login screen again. I have spend the last 2 weeks, reinstalling everything
several times, fudging around with the config.pm, dumping the databases, and
recreating them, playing with the authentication, reinstalling mysql, rt, as
well as ALL of perl, and the perl modules. I still am getting the same thing.
If someone could look at my config.pm, and above information and let me know if
I am doing something really stupid, I would greatly Appreciate it!

config.pm (user configuration area, I have cut off the rest of it For this
email). Please also note, I have changed the password fields. . .

$rtname=“slt.sel.sony.com”;

You should set this to your organization’s DNS domain. For example,

fsck.com or asylum.arkham.ma.us. It’s used by the linking interface to

guarantee that ticket URIs are unique and easy to construct.

$Organization = “slt.sel.sony.com.com”;

$user_passwd_min defines the minimum length for user passwords. Setting

it to 0 disables this check

$MinimumPasswordLength = “5”;

$Timezone is used to convert times entered by users into GMT and back again

It should be set to a timezone recognized by your local unix box.

$Timezone = ‘US/Pacific’;

LogDir is where RT writes its logfiles.

This directory should be writable by your rt group

$LogDir = “/tmp”;

}}}

{{{ Database Configuration

Database driver beeing used - i.e. MySQL.

$DatabaseType=“mysql”;

The domain name of your database server

If you’re running mysql and it’s on localhost,

leave it blank for enhanced performance

$DatabaseHost="";

The port that your database server is running on. Ignored unless it’s

a positive integer. It’s usually safe to leave this blank

$DatabasePort="";

#The name of the database user (inside the database)
$DatabaseUser=‘rt_user’;

Password the DatabaseUser should use to access the database

$DatabasePassword =‘RT_USER_PASS’;

The name of the RT’s database on your database server

$DatabaseName=‘rt2’;

If you’re using Postgres and have compiled in SSL support,

set DatabaseRequireSSL to 1 to turn on SSL communication

$DatabaseRequireSSL=undef;

}}}

{{{ Incoming mail gateway configuration

OwnerEmail is the address of a human who manages RT. RT will send

errors generated by the mail gateway to this address. This address

should not be an address that’s managed by your RT instance.

$OwnerEmail = ‘sysadmin@slt.sel.sony.com’;

If $LoopsToRTOwner is defined, RT will send mail that it believes

might be a loop to $RT::OwnerEmail

$LoopsToRTOwner = 1;

If $StoreLoopss is defined, RT will record messages that it believes

to be part of mail loops.

As it does this, it will try to be careful not to send mail to the

sender of these messages

$StoreLoops = 0;

$MaxAttachmentSize sets the maximum size (in bytes) of attachments stored

in the database.

For mysql and oracle, we set this size at 10 megabytes.

If you’re running a postgres version earlier than 7.1, you will need

to drop this to 8192. (8k)

$MaxAttachmentSize = 10000000;

$TruncateLongAttachments: if this is set to a non-undef value,

RT will truncate attachments longer than MaxAttachmentLength.

$TruncateLongAttachments = 0;

$DropLongAttachments: if this is set to a non-undef value,

RT will silently drop attachments longer than MaxAttachmentLength.

$DropLongAttachments = 0;

If $ParseNewMessageForTicketCcs is true, RT will attempt to divine

Ticket ‘Cc’ watchers from the To and Cc lines of incoming messages

Be forewarned that if you have any addresses which forward mail to

RT automatically and you enable this option without modifying

“IsRTAddress” below, you will get yourself into a heap of trouble.

And well, this is free software, so there isn’t a warrantee, but

I disclaim all ability to help you if you do enable this without

modifying IsRTAddress below.

$ParseNewMessageForTicketCcs = 0;

IsRTAddress is used to make sure RT doesn’t add itself as a ticket CC if

the setting above is enabled.

sub IsRTAddress {
my $address = shift;

# Example: the following rule would tell RT not to Cc 
#   "tickets@noc.example.com"
# return(1) if ($address =~ /^tickets\@noc.example.com$/i);

return(undef)

}

CanonicalizeAddress converts email addresses into canonical form.

it takes one email address in and returns the proper canonical

form. You can dump whatever your proper local config is in here

sub CanonicalizeAddress {
my $email = shift;
# Example: the following rule would treat all email
# coming from a subdomain as coming from second level domain
# foo.com
#$email =~ s/@(.*).foo.com/@foo.com/;
return ($email)
}

If $LookupSenderInExternalDatabase is defined, RT will attempt to

verify the incoming message sender with a known source, using the

LookupExternalUserInfo routine below

$LookupSenderInExternalDatabase = 0;

If $SenderMustExistInExternalDatabase is true, RT will refuse to

create non-privileged accounts for unknown users if you are using

the “LookupSenderInExternalDatabase” option.

Instead, an error message will be mailed and RT will forward the

message to $RTOwner.

If you are not using $LookupSenderInExternalDatabase, this option

has no effect.

If you define an AutoRejectRequest template, RT will use this

template for the rejection message.

$SenderMustExistInExternalDatabase = 0;

LookupExternalUserInfo is a site-definable method for synchronizing

incoming users with an external data source.

This routine takes a tuple of EmailAddress and FriendlyName

EmailAddress is the user’s email address, ususally taken from

an email message’s From: header.

FriendlyName is a freeform string, ususally taken from the “comment”

portion of an email message’s From: header.

It returns (FoundInExternalDatabase, ParamHash);

FoundInExternalDatabase must be set to 1 before return if the user was

found in the external database.

ParamHash is a Perl parameter hash which can contain at least the following

fields. These fields are used to populate RT’s users database when the user

is created

EmailAddress is the email address that RT should use for this user.

Name is the ‘Name’ attribute RT should use for this user.

‘Name’ is used for things like access control and user lookups.

RealName is what RT should display as the user’s name when displaying

‘friendly’ names

sub LookupExternalUserInfo {
my ($EmailAddress, $RealName) = @_;

my $FoundInExternalDatabase = 1;
my %params = {};

#Name is the RT username you want to use for this user.
$params{‘sysadmin’} = $EmailAddress;
$params{‘sysadmin@slt.sel.sony.com’} = $EmailAddress;
$params{‘Systems Administrator’} = $RealName;

See RT’s contributed code for examples.

http://www.fsck.com/pub/rt/contrib/

return ($FoundInExternalDatabase, %params);
}

}}}

{{{ Outgoing mail configuration

RT is designed such that any mail which already has a ticket-id associated

with it will get to the right place automatically.

$CorrespondAddress and $CommentAddress are the default addresses

that will be listed in From: and Reply-To: headers of correspondence

and comment mail tracked by RT, unless overridden by a queue-specific

address.

$CorrespondAddress=‘sysadmin@slt.sel.sony.com’;

$CommentAddress=‘sysadmin@slt.sel.sony.com’;

#Sendmail Configuration

$MailCommand defines which method RT will use to try to send mail

We know that ‘sendmail’ works fairly well.

If ‘sendmail’ doesn’t work well for you, try ‘sendmailpipe’

But note that you have to configure $SendmailPath and add a -t

to $SendmailArguments

$MailCommand = ‘sendmail’;

$SendmailArguments defines what flags to pass to $Sendmail

assuming you picked ‘sendmail’ or ‘sendmailpipe’ as the $MailCommand above.

If you picked ‘sendmailpipe’, you MUST add a -t flag to $SendmailArguments

These options are good for most sendmail wrappers and workalikes

$SendmailArguments="-oi";

These arguments are good for sendmail brand sendmail 8 and newer

#$SendmailArguments="-oi -ODeliveryMode=b -OErrorMode=m";

If you selected ‘sendmailpipe’ above, you MUST specify the path

to your sendmail binary in $SendmailPath.

!! If you did not # select ‘sendmailpipe’ above, this has no effect!!

$SendmailPath = “/usr/sbin/sendmail”;

RT can optionally set a “Friendly” ‘To:’ header when sending messages to

Ccs or AdminCcs (rather than having a blank ‘To:’ header.

This feature DOES NOT WORK WITH SENDMAIL[tm] BRAND SENDMAIL

If you are using sendmail, rather than postfix, qmail, exim or some other MTA,

you must disable this option.

$UseFriendlyToLine = 0;

}}}

{{{ Logging

Logging. The default is to log anything except debugging

information to a logfile. Check the Log::Dispatch POD for

information about how to get things by syslog, mail or anything

else, get debugging info in the log, etc.

It might generally make

sense to send error and higher by email to some administrator.

If you do this, be careful that this email isn’t sent to this RT instance.

the minimum level error that will be logged to the specific device.

levels from lowest to highest:

debug info notice warning error critical alert emergency

Mail loops will generate a critical log message.

$LogToScreen = ‘debug’;
$LogToFile = ‘debug’;
$LogToFileNamed = “$LogDir/rt.log.”.$$.".".$<; #log to rt.log..

}}}

{{{ Web interface configuration

Define the directory name to be used for images in rt web

documents.

If you’re putting the web ui somewhere other than at the root of

your server

$WebPath requires a leading / but no trailing /

$WebPath = “/rt”;

This is the Scheme, server and port for constructing urls to webrt

$WebBaseURL doesn’t need a trailing /

$WebBaseURL = “http://kiku.slt.sel.sony.com:80”;

$WebURL = $WebBaseURL . $WebPath . “/”;

$WebImagesURL points to the base URL where RT can find its images.

If you’re running the FastCGI version of the RT web interface,

you should make RT’s WebRT/html/NoAuth/images directory available on

a static web server and supply that URL as $WebImagesURL.

$WebImagesURL = $WebURL."/NoAuth/images/";

$RTLogoURL points to the URL of the RT logo displayed in the web UI

$LogoURL = $WebImagesURL.“rt.jpg”;

If $WebExternalAuth is defined, RT will defer to the environment’s

REMOTE_USER variable.

#$WebExternalAuth = undef;

$MasonComponentRoot is where your rt instance keeps its mason html files

(this should be autoconfigured during ‘make install’ or ‘make upgrade’)

$MasonComponentRoot = “/usr/local/rt2/WebRT/html”;

$MasonLocalComponentRoot is where your rt instance keeps its site-local

mason html files.

(this should be autoconfigured during ‘make install’ or ‘make upgrade’)

$MasonLocalComponentRoot = “/usr/local/rt2/local/WebRT/html”;

$MasonDataDir Where mason keeps its datafiles

(this should be autoconfigured during ‘make install’ or ‘make upgrade’)

$MasonDataDir = “/usr/local/rt2/WebRT/data”;

RT needs to put session data (for preserving state between connections

via the web interface)

$MasonSessionDir = “/usr/local/rt2/WebRT/sessiondata”;

#This is from tobias’ prototype web search UI. it may stay and it may go.
%WebOptions=
(
# This is for putting in more user-actions at the Transaction
# bar. I will typically add “Enter bug in Bugzilla” here.:
ExtraTransactionActions => sub { return “”; },

 # Here you can modify the list view.  Be aware that the web
 # interface might crash if TicketAttribute is wrongly set.
 
 QueueListingCols => 
  [
   { Header     => 'Id',
     TicketLink => 1,
     TicketAttribute => 'Id'
     },

  { Header     => 'Subject',
     TicketAttribute => 'Subject'
     },
   { Header => 'Requestor(s)',
     TicketAttribute => 'RequestorsAsString'
     },
   { Header => 'Status',
     TicketAttribute => 'Status'
     },


   { Header => 'Queue',
     TicketAttribute => 'QueueObj->Name'
     },



   { Header => 'Told',
     TicketAttribute => 'ToldObj->AgeAsString'
     },

   { Header => 'Age',
     TicketAttribute => 'CreatedObj->AgeAsString'
     },

   { Header => 'Last',
     TicketAttribute => 'LastUpdatedObj->AgeAsString'
     },

   # TODO: It would be nice with a link here to the Owner and all
   # other request owned by this Owner.
   { Header => 'Owner',
     TicketAttribute => 'OwnerObj->Name'
   },


   { Header     => 'Take',
     TicketLink => 1,
     Constant   => 'Take',
     ExtraLinks => '&Action=Take'
     },

  ]
 );

}}}

{{{ RT Linking Interface

$TicketBaseURI is the Base path of the URI for local tickets

You shouldn’t need to touch this. it’s used to link tickets both locally

and remotely

$TicketBaseURI = “fsck.com-rt://$Organization/$rtname/ticket/”;

A hash table of conversion subs to be used for transforming RT Link

URIs to URLs in the web interface. If you want to use RT towards

locally installed databases, this is the right place to configure it.

%URI2HTTP=
(
‘http’ => sub {return @;},
‘https’ => sub {return @
;},
‘ftp’ => sub {return @_;},
‘fsck.com-rt’ => sub {warn “stub!”;},
‘mozilla.org-bugzilla’ => sub {warn “stub!”},
‘fsck.com-kb’ => sub {warn “stub!”}
);

A hash table of subs for fetching content from an URI

%ContentFromURI=
(
‘fsck.com-rt’ => sub {warn “stub!”;},
‘mozilla.org-bugzilla’ => sub {warn “stub!”},
‘fsck.com-kb’ => sub {warn “stub!”}
);

}}}

{{{ No User servicable parts inside

Regards,

Christopher D. Frazee
Systems Administrator
Sony Electronics
(408) 955-4696

it sounds like you missed the critical step of changing the RT root
user’s password from the install default to whatever you like. RT’s
concept of users is very different that mysql’s.

This has certainly been discussed on the mailing list several times,
and can be found in the Install guide at:
http://www.fsck.com/rtfm/article.html?id=2#9

seph

Christopher chris@slt.sel.sony.com writes:

I finally figured it out. Just for kicks, I read through the instructions line
by line, for the millionth time, and found something I did not see before:

Mod_Perl, needs to be installed with the EVERYTHING=1 switch. Once I did this,
it all ran fine.

Thanks for the feedback guys.

-Chris

X-Authentication-Warning: fs.auctionflow.com: Host seph.auctionflow.com
[10.0.0.21] claimed to be seph.commerceflow.com
To: Christopher chris@slt.sel.sony.com
Cc: rt-users@lists.fsck.com
Subject: Re: [rt-users] Totaly at a loss!
From: seph seph@commerceflow.com
Date: 03 Jun 2002 16:13:37 -0700
User-Agent: Gnus/5.0803 (Gnus v5.8.3) Emacs/20.7
MIME-Version: 1.0

it sounds like you missed the critical step of changing the RT root
user’s password from the install default to whatever you like. RT’s
concept of users is very different that mysql’s.

This has certainly been discussed on the mailing list several times,
and can be found in the Install guide at:
http://www.fsck.com/rtfm/article.html?id=2#9

seph

Christopher chris@slt.sel.sony.com writes:

Hi Everybody, I am trying to get running RT 2.0.13, on Solaris 8 Sparc, perl
5.60, and mysqladmin Ver 8.23 Distrib 3.23.45, for sun-solaris2.8.

I seem to be having a problem I just can’t seem to nail down (during initial
install)

I managed to install Mysql, build the initial databases, and change the
passwords for root@localhost, root@kiku (my server name) with no problem.

Next I configured my apachie server to recognise the /rt alias:

   Alias /rt "/usr/local/rt2/WebRT/html"
   PerlRequire /usr/local/rt2/bin/webmux.pl
   <Location /rt>
    SetHandler perl-script
     PerlHandler RT::Mason
   </Location>

Next I installed all of the dependencies for the RT system.

Last of all I modified the Makefile, and did the “make install” on the rt
software. All went well, with no errors or problems. I shutdown my apache
server and restarted it to pull in the new Alias.

Now when I go to the /rt alias the login screen comes up. I try logging into
the web interface, with root, and the root password that I put in the
config.pm,

and Makefile when I built RT, well it doesn’t accept it. I gives no errors
(either on the screen, in the apache error log), it just pops you right back
to

the login screen again. I have spend the last 2 weeks, reinstalling
everything

several times, fudging around with the config.pm, dumping the databases, and
recreating them, playing with the authentication, reinstalling mysql, rt, as
well as ALL of perl, and the perl modules. I still am getting the same
thing.

If someone could look at my config.pm, and above information and let me know
if

I am doing something really stupid, I would greatly Appreciate it!

config.pm (user configuration area, I have cut off the rest of it For this
email). Please also note, I have changed the password fields. . .

####################################
$rtname=“slt.sel.sony.com”;

You should set this to your organization’s DNS domain. For example,

fsck.com or asylum.arkham.ma.us. It’s used by the linking interface to

guarantee that ticket URIs are unique and easy to construct.

$Organization = “slt.sel.sony.com.com”;

$user_passwd_min defines the minimum length for user passwords. Setting

it to 0 disables this check

$MinimumPasswordLength = “5”;

$Timezone is used to convert times entered by users into GMT and back again

It should be set to a timezone recognized by your local unix box.

$Timezone = ‘US/Pacific’;

LogDir is where RT writes its logfiles.

This directory should be writable by your rt group

$LogDir = “/tmp”;

}}}

{{{ Database Configuration

Database driver beeing used - i.e. MySQL.

$DatabaseType=“mysql”;

The domain name of your database server

If you’re running mysql and it’s on localhost,

leave it blank for enhanced performance

$DatabaseHost="";

The port that your database server is running on. Ignored unless it’s

a positive integer. It’s usually safe to leave this blank

$DatabasePort="";

#The name of the database user (inside the database)
$DatabaseUser=‘rt_user’;

Password the DatabaseUser should use to access the database

$DatabasePassword =‘RT_USER_PASS’;

The name of the RT’s database on your database server

$DatabaseName=‘rt2’;

If you’re using Postgres and have compiled in SSL support,

set DatabaseRequireSSL to 1 to turn on SSL communication

$DatabaseRequireSSL=undef;

}}}

{{{ Incoming mail gateway configuration

OwnerEmail is the address of a human who manages RT. RT will send

errors generated by the mail gateway to this address. This address

should not be an address that’s managed by your RT instance.

$OwnerEmail = ‘sysadmin@slt.sel.sony.com’;

If $LoopsToRTOwner is defined, RT will send mail that it believes

might be a loop to $RT::OwnerEmail

$LoopsToRTOwner = 1;

If $StoreLoopss is defined, RT will record messages that it believes

to be part of mail loops.

As it does this, it will try to be careful not to send mail to the

sender of these messages

$StoreLoops = 0;

$MaxAttachmentSize sets the maximum size (in bytes) of attachments stored

in the database.

For mysql and oracle, we set this size at 10 megabytes.

If you’re running a postgres version earlier than 7.1, you will need

to drop this to 8192. (8k)

$MaxAttachmentSize = 10000000;

$TruncateLongAttachments: if this is set to a non-undef value,

RT will truncate attachments longer than MaxAttachmentLength.

$TruncateLongAttachments = 0;

$DropLongAttachments: if this is set to a non-undef value,

RT will silently drop attachments longer than MaxAttachmentLength.

$DropLongAttachments = 0;

If $ParseNewMessageForTicketCcs is true, RT will attempt to divine

Ticket ‘Cc’ watchers from the To and Cc lines of incoming messages

Be forewarned that if you have any addresses which forward mail to

RT automatically and you enable this option without modifying

“IsRTAddress” below, you will get yourself into a heap of trouble.

And well, this is free software, so there isn’t a warrantee, but

I disclaim all ability to help you if you do enable this without

modifying IsRTAddress below.

$ParseNewMessageForTicketCcs = 0;

IsRTAddress is used to make sure RT doesn’t add itself as a ticket CC if

the setting above is enabled.

sub IsRTAddress {
my $address = shift;

# Example: the following rule would tell RT not to Cc 
#   "tickets@noc.example.com"
# return(1) if ($address =~ /^tickets\@noc.example.com$/i);

return(undef)

}

CanonicalizeAddress converts email addresses into canonical form.

it takes one email address in and returns the proper canonical

form. You can dump whatever your proper local config is in here

sub CanonicalizeAddress {
my $email = shift;
# Example: the following rule would treat all email
# coming from a subdomain as coming from second level domain
# foo.com
#$email =~ s/@(.*).foo.com/@foo.com/;
return ($email)
}

If $LookupSenderInExternalDatabase is defined, RT will attempt to

verify the incoming message sender with a known source, using the

LookupExternalUserInfo routine below

$LookupSenderInExternalDatabase = 0;

If $SenderMustExistInExternalDatabase is true, RT will refuse to

create non-privileged accounts for unknown users if you are using

the “LookupSenderInExternalDatabase” option.

Instead, an error message will be mailed and RT will forward the

message to $RTOwner.

If you are not using $LookupSenderInExternalDatabase, this option

has no effect.

If you define an AutoRejectRequest template, RT will use this

template for the rejection message.

$SenderMustExistInExternalDatabase = 0;

LookupExternalUserInfo is a site-definable method for synchronizing

incoming users with an external data source.

This routine takes a tuple of EmailAddress and FriendlyName

EmailAddress is the user’s email address, ususally taken from

an email message’s From: header.

FriendlyName is a freeform string, ususally taken from the “comment”

portion of an email message’s From: header.

It returns (FoundInExternalDatabase, ParamHash);

FoundInExternalDatabase must be set to 1 before return if the user was

found in the external database.

ParamHash is a Perl parameter hash which can contain at least the

following

fields. These fields are used to populate RT’s users database when the

user

is created

EmailAddress is the email address that RT should use for this user.

Name is the ‘Name’ attribute RT should use for this user.

‘Name’ is used for things like access control and user lookups.

RealName is what RT should display as the user’s name when displaying

‘friendly’ names

sub LookupExternalUserInfo {
my ($EmailAddress, $RealName) = @_;

my $FoundInExternalDatabase = 1;
my %params = {};

#Name is the RT username you want to use for this user.
$params{‘sysadmin’} = $EmailAddress;
$params{‘sysadmin@slt.sel.sony.com’} = $EmailAddress;
$params{‘Systems Administrator’} = $RealName;

See RT’s contributed code for examples.

http://www.fsck.com/pub/rt/contrib/

return ($FoundInExternalDatabase, %params);
}

}}}

{{{ Outgoing mail configuration

RT is designed such that any mail which already has a ticket-id associated

with it will get to the right place automatically.

$CorrespondAddress and $CommentAddress are the default addresses

that will be listed in From: and Reply-To: headers of correspondence

and comment mail tracked by RT, unless overridden by a queue-specific

address.

$CorrespondAddress=‘sysadmin@slt.sel.sony.com’;

$CommentAddress=‘sysadmin@slt.sel.sony.com’;

#Sendmail Configuration

$MailCommand defines which method RT will use to try to send mail

We know that ‘sendmail’ works fairly well.

If ‘sendmail’ doesn’t work well for you, try ‘sendmailpipe’

But note that you have to configure $SendmailPath and add a -t

to $SendmailArguments

$MailCommand = ‘sendmail’;

$SendmailArguments defines what flags to pass to $Sendmail

assuming you picked ‘sendmail’ or ‘sendmailpipe’ as the $MailCommand above.

If you picked ‘sendmailpipe’, you MUST add a -t flag to $SendmailArguments

These options are good for most sendmail wrappers and workalikes

$SendmailArguments="-oi";

These arguments are good for sendmail brand sendmail 8 and newer

#$SendmailArguments="-oi -ODeliveryMode=b -OErrorMode=m";

If you selected ‘sendmailpipe’ above, you MUST specify the path

to your sendmail binary in $SendmailPath.

!! If you did not # select ‘sendmailpipe’ above, this has no effect!!

$SendmailPath = “/usr/sbin/sendmail”;

RT can optionally set a “Friendly” ‘To:’ header when sending messages to

Ccs or AdminCcs (rather than having a blank ‘To:’ header.

This feature DOES NOT WORK WITH SENDMAIL[tm] BRAND SENDMAIL

If you are using sendmail, rather than postfix, qmail, exim or some other

MTA,