Trying to fix a broken install of RT2.0.13

I had RT up and running, checking mail, sorting it, assigning tickets,
auto-responding, and sending mail when I reply to a ticket.

Then I started adding toys from the contrib section and somewhere along the
line RT stopped sending mail on reply. It still sends mail as an
auto-responder, and when I resolve a ticket, but not when I reply to a ticket.
The other symptom is that the scrips area is messed up and doesn’t show any
of the entries.

I tried the following to fix it:

Backed up config.pm
Unpacked RT2.0.14
Edited the makefile
make testdeps (just for fun - it was fine)
make upgrade

… That just gave me some errors about //etc/config.pm ?
But I don’t have a config.pm in /etc, much less //etc ??

So then I copied the /usr/local/mysql/data/rt2 dir to rt2backup…
Did a mysqladmin drop rt2…
Moved /usr/local/rt2 to rt2backup…
Then I tried make install and the script asked me for a password to create a
new rt2 DB as “root@localhost” ?!
If I use “mysqladmin create rt2” … I don’t need a password.

I had to put everything back to stop bouncing my mail and now I’m back to how
I was, still unable to reply to tickets…

Anyone want to mock my process and perhaps suggest a better method of getting
RT to resume sending mail when I reply to a message?

Could I just create an rt2 db, comment out the db init portion of the
makefile, and then swap the new rt2 db for the old one, or would that break
the db schema? Could I do that if I used the same version of RT that I am
currently running?

Thanks!

PS: Yeah I forgot my root password for mysql… :stuck_out_tongue_winking_eye:

RT2 Troubles wrote:

Then I started adding toys from the contrib section and somewhere along the
line RT stopped sending mail on reply. It still sends mail as an
auto-responder, and when I resolve a ticket, but not when I reply to a ticket.

You forgot to tell us what scrips you have.

Anyone want to mock my process and perhaps suggest a better method of getting
RT to resume sending mail when I reply to a message?

At this stage, it sounds like you really want a support contract
from Best Practical. :slight_smile:

RT2 Troubles wrote:

Then I started adding toys from the contrib section and somewhere along
the line RT stopped sending mail on reply. It still sends mail as an
auto-responder, and when I resolve a ticket, but not when I reply to a
ticket.

You forgot to tell us what scrips you have.

Anyone want to mock my process and perhaps suggest a better method of
getting RT to resume sending mail when I reply to a message?

At this stage, it sounds like you really want a support contract
from Best Practical. :slight_smile:

If I could afford a support contract I would of bought a product that came
with some paid support. I wasn’t short-sighted when I installed RT, but I
should of written down the mysql password instead of picking something
"harmless" that I would soon forget.

I understand the idea of this discussion group attempting to get everyone to
buy support before offering assistance. I can assure you, however, I’ve been
heavilly solicited and the money I have to offer Jesse wasn’t of interest to
him due to the small ammount.

I managed to mung things around a bit using the directory tree from a freshly
de-tared copy of RT… I have the default scrips showing up and I can build
scrips properly now, but it still won’t send mail when I reply. Another bit
of evidence is that RT used to say “Correspondence Sent” and stylize the
action with a special green color when mail was sent. Now it says
"Correspondence Added" and uses the standard blue color.

Thanks!

I understand the idea of this discussion group attempting to get everyone to
buy support before offering assistance.

That’s not the idea of this list at all. This is a bunch of volunteers
doing things that they find interesting. Generally, “I’ve screwed
things up, could someone please bail me out?” isn’t something very
interesting to work on, so there’s no reason to /expect/ anything of
this list. The only way you can expect support is to pay for it, and
now you need to figure out what your time is worth to you.

In other words, it’s not “before offering assistance”. If no-one
offers assistance, it’s because they don’t want to, or
can’t. Suggesting that you buy support is orthogonal to that –
suggesting that since you’re not getting the help you need here,
thre’s an alternative. That you haven’t bought support has nothing
at all to do with whether or not people here will help.

For instance, you wrote

Anyone want to mock my process and perhaps suggest a better method of
getting RT to resume sending mail when I reply to a message?

That would mean that someone would have to either set up an entirely
new RT instance just to help you solve your problem – and even then
would have to count on making the same error you made that broke
everything – or to put their production or development RT instance at
risk by doing things that are known to break it. There’s really no
incentive for anyone to do that, so you have to create an incentive,
and one tends to create that sort of incentive by paying someone else
to do it.

(Were I you, though, I’d just start over.)

-Rich

Rich Lafferty --------------±----------------------------------------------
Ottawa, Ontario, Canada | Save the Pacific Northwest Tree Octopus!
http://www.lafferty.ca/ | http://zapatopi.net/treeoctopus.html
rich@lafferty.ca -----------±----------------------------------------------

Anyone want to mock my process and perhaps suggest a better method of

I’m surprised that no-one has picked up on this. Would you prefer a
limerick, a sonnet or a haiku as the mocking delivery mechanism? I’m
moderately proficient in all of these ;).

If I could afford a support contract I would of bought a product that came
with some paid support. I wasn’t short-sighted when I installed RT, but I
should of written down the mysql password instead of picking something
"harmless" that I would soon forget.

Assuming that you have manipulate access to the directories that MySQL is
using for its database, you can reset the mysql root password by doing:

shutdown mysql		( Make sure nothing attempts to use it
			  whilst following these instructions, as
			  their access will fail for a few moments )
mv $datadir/mysql $datadir/mysqlold
			( MySQL stores databases in directories
			  named for the database.  Ergo, you can
			  shift the 'mysql' database (which
			  controls access) to be a different
			  database )
mysql_install_db	( This installs a default password for root )
start mysql		( Really make sure nothing tries to
			  connect to it )
connect to mysql as root mysql user
			( password is now 'password' thanks to
			  mysql_install_db )
copy select rows from database mysqlold to database mysql to
restore normal access	( otherwise root can connect, but no-one
			  else can connect )
reset root's password whilst in same session.
			( if you've copied all the rows over,
			  you've also copied root's old
			  (forgotten) password. )
restart mysql		( and allow all those applications that
			  are just dying to get at MySQL start up
			  again )

The rest of it, as Rich said, requires incentive (ie, we really don’t know
what you’ve done ).

Regards,

                         Bruce Campbell                            RIPE
               Systems/Network Engineer                             NCC
             www.ripe.net - PGP562C8B1B             Operations/Security

Also, you can start mysqld with the ‘–skip-grant-tables’ option,
which bypasses the privilege protection for all tables, including
(yup, you guessed it)–the user and password tables. Once it’s
up in this mode, you can use mysqladmin to change the password,
or you can invoke mysql and do an ‘UPDATE USER…’

Just make sure you do a ‘mysqladmin flush-privileges’ or a
’FLUSH PRIVILIGES;’ from mysql to load the privs when you’re done,
otherwise there’s nothing to stop anyone from doing anything
they want to your database.

Cheers,
ByronOn Mon, 29 Jul 2002, Bruce Campbell wrote:

On Mon, 29 Jul 2002, RT2 Troubles wrote:

[…]

If I could afford a support contract I would of bought a product that came
with some paid support. I wasn’t short-sighted when I installed RT, but I
should of written down the mysql password instead of picking something
"harmless" that I would soon forget.

Assuming that you have manipulate access to the directories that MySQL is
using for its database, you can reset the mysql root password by doing:

[…]

RT2 Troubles wrote:

I understand the idea of this discussion group attempting to get everyone to
buy support before offering assistance.

Actually, it’s the other way around. Many people here will offer
assistance if they can; for real hairy stuff, sometimes it makes
more sense to pay for help.

In your case, you seem to have hacked and slashed a fair bit,
beyond what can be simply described to the list. Which means you
probably could benefit from someone taking a look at your own
installation. I doubt you’ll find many people offer to go that
far for free.

I managed to mung things around a bit using the directory tree from a freshly
de-tared copy of RT… I have the default scrips showing up and I can build
scrips properly now, but it still won’t send mail when I reply. Another bit
of evidence is that RT used to say “Correspondence Sent” and stylize the
action with a special green color when mail was sent. Now it says
"Correspondence Added" and uses the standard blue color.

Are you sure? I can’t see “Correspondence Sent” anywhere in the
history of lib/RT/Transaction.pm; the previous wording appears to
have been ‘Mail sent by ". $self->CreatorObj->Name’ which was
changed to “Correspondence added” for 2.0.2.

Green vs. Blue distinguishes outbound from inbound correspondence.

I understand the idea of this discussion group attempting to get everyone to
buy support before offering assistance.

Uh, no; you’re wrong, you’re completely off-base, and did I mention that
your assumption is incorrect?

I think, and correct me if I’m wrong, Phil, but I think the point was
not that people here aren’t willing to help even though they don’t get
paid to answer list mail; it’s more along the lines of “if you pay Jesse,
he’ll be able to focus on you” - people who read this list, for the most
part, do have paying jobs that they have to attend to and reading this
list is usually just a sideline…

I’ll look through the archives and see if I can offer some help, since I
came into this thread in the middle…

Steve Sobol, CTO JustThe.net LLC, Mentor On The Lake, OH

I understand the idea of this discussion group attempting to get everyone
to buy support before offering assistance.

That’s not the idea of this list at all. This is a bunch of volunteers
doing things that they find interesting. Generally, “I’ve screwed
things up, could someone please bail me out?” isn’t something very
interesting to work on, so there’s no reason to /expect/ anything of
this list. The only way you can expect support is to pay for it, and
now you need to figure out what your time is worth to you.

Wow… people “expect” things from a mailing list? Lets get some rope and when
we find someone that “expects” something we’ll hang 'em real good! I’m with
you there, don’t know who isn’t, and I’m curious why you mentioned it?
Perhaps I confused you or didn’t word my queries properly. Sorry if that’s
the case.

In other words, it’s not “before offering assistance”. If no-one
offers assistance, it’s because they don’t want to, or
can’t. Suggesting that you buy support is orthogonal to that –
suggesting that since you’re not getting the help you need here,
thre’s an alternative. That you haven’t bought support has nothing
at all to do with whether or not people here will help.

Suggesting that I buy support is “like a matrix whose transpose equals its
inverse” ? Hmm… Perhaps to you… But to me it just seems like the option of
pay support is very obvious, and someone who has made it this far is likely
to be well aware of the option. To reply with “you could buy help for this”,
is fine, as I said, but not only am I aware of the option, I’ve gone as far
as to have private discussions with Jesse about it. I’m simply letting all
the long-term list readers know that I’ve considered that option.

For instance, you wrote

Anyone want to mock my process and perhaps suggest a better method of
getting RT to resume sending mail when I reply to a message?

That would mean that someone would have to either set up an entirely
new RT instance just to help you solve your problem – and even then
would have to count on making the same error you made that broke
everything – or to put their production or development RT instance at
risk by doing things that are known to break it. There’s really no
incentive for anyone to do that, so you have to create an incentive,
and one tends to create that sort of incentive by paying someone else
to do it.

I may be misunderstanding this, but have you ever fixed a problem by calling
on the experience of others? If I thought the only way to fix my problem,
with a commonly used piece of software, on an even more comonly used OS, was
to re-create the problem, I wouldn’t of even posted. Again, I don’t know
where you derive your line of thought, but I actually find it weird that a
wise man would only assume one method of fixing a problem exists. I want
feedback from people with experience, even if it’s just hints like, “Oh I had
something like that happen, it was a bug with…blah…blah…”…

(Were I you, though, I’d just start over.)

-Rich

As I said, and I believe it’s an understatement, we really don’t think a lot
alike. Thanks for your suggestion on restarting from scratch, I’ve actually
considered that, but I’ll add your vote to my thought process.

  • Ryan