Where is my error?

I have a production RT 3.8.0 instance running on a local Solaris server. I
have been tasked with migrating it to a remote vmware RHEL Linux instance
and upgrading to RT 3.8.8 at the same time. So I installed RT3.8.8 on the
new server, and then did a MySQL dump of the db from the existing server,
and moved it over and imported it to the new server, for my test instance
for the migration. At first, RTFM did not work, (it would show RTFM, and
article titles, but if you clicked on one, no article body), there were
permission errors, I had a few problems. I engaged RT support for 4 hours
of paid support, and we worked through all of those issues, and i
documented all the steps we took. Then RT on the new server was working
right and we scheduled a Saturday midnight cutover , the plan was to take
another dump after shutting down the existing prod RT instance, copy it
over, do the DB transforms for the upgrade, and all should be well. I did
that, and RTFM would not show article bodies again, screens timed out
opening new tickets, the server could not find cgi-bin, even though it was
exactly in the location the error logs said it was looking. Here are the
commands I ran, see if you can spot a step I missed, because I have to
reschedule this and try again:

752 mv /data01/home/rfelty2/rt3_backup-20110813.sql.gz /data02/rt3/
753 cd /data02/rt3/
754 gunzip rt3_backup-20110813.sql.gz
755 mysql -h localhost -u root -pPW-Redacted rt3 <
rt3_backup-20110813.sql
757 vi /etc/my.cnf
758 service mysqld restart
759 mysql -h localhost -u root -pPW-Redacted rt3 <
rt3_backup-20110813.sql
760 cd /data02/rt3
761 mysql -h localhost -u root -pPW-Redacted rt3 <
rt3_backup-20110813.sql
762 /data02/rt3/sbin/rt-setup-database --dba root
–prompt-for-dba-password --action upgrade
763 /data02/rt3/sbin/rt-setup-database --dba root -pPW-Redacted
–action upgrade
764 /data02/rt3/sbin/rt-setup-database --action schema --datadir etc
–dba admin --prompt-for-dba-password
765 /data02/rt3/sbin/rt-setup-database --action schema --datadir etc
–dba root --prompt-for-dba-password
766 /data02/rt3/sbin/rt-setup-database --action acl --datadir
etc/upgrade/2.1.0 --dba root --prompt-for-dba-password
767 /data02/rt3/sbin/rt-setup-database --action insert --datadir
etc/upgrade/2.1.0 --dba root --prompt-for-dba-password
768 /data02rt3/sbin/rt-setup-database --action schema --datadir
etc/upgrade/2.1.30 --dba root --prompt-for-dba-password
769 /data02/rt3/sbin/rt-setup-database --action schema --datadir
etc/upgrade/2.1.30 --dba root --prompt-for-dba-password
770 /data02/rt3/sbin/rt-setup-database --action acl --datadir
etc/upgrade/2.1.30 --dba root --prompt-for-dba-password
771 /data02/rt3/sbin/rt-setup-database --action insert --datadir
etc/upgrade/2.1.30 --dba root --prompt-for-dba-password
772 /data02/rt3/sbin/rt-setup-database --action schema --datadir
etc/upgrade/2.2.0RC2 --dba root --prompt-for-dba-password
773 perl etc/upgrade/upgrade-mysql-schema.pl rt3 root PW-Redacted
sql.queries mysql -u root -p rt3 < sql.queries
774 perl etc/upgrade/upgrade-mysql-schema.pl
775 perl ./etc/upgrade/upgrade-mysql-schema.pl
777 cd /data02/rt3/local/plugins/RT-FM/etc/upgrade/
778 perl ./upgrade-mysql-schema.pl
779 perl ./upgrade-mysql-schema.pl rt3 root PW-Redacted
780 perl ./upgrade-mysql-schema.pl rt3 root PW-Redacted > sql.queries
782 service httpd restart
783 vi /data02/rt3/etc/RT_SiteConfig.pm
784 service httpd restart
785 perl -c /data02/rt3/etc/RT_SiteConfig.pm
798 cd /data02/RTFM-2.4.3/
799 perl Makefile.PL
800 make install
804 /data02/rt3/sbin/rt-setup-database --action schema --datadir
etc/upgrade/2.1.0
806 /data02/rt3/sbin/rt-setup-database --action --dba root schema
–datadir etc/upgrade/2.1.0
807 /data02/rt3/sbin/rt-setup-database --action schema --dba root
–datadir etc/upgrade/2.1.0
808 /data02/rt3/sbin/rt-setup-database --action acl --dba root
–datadir etc/upgrade/2.1.0
809 /data02/rt3/sbin/rt-setup-database --action insert --dba root
–datadir etc/upgrade/2.1.0
812 /data02/rt3/sbin/rt-setup-database --action schema --dba root
–dba-password PW-Redacted --datadir etc/upgrade/2.1.30
813 /data02/rt3/sbin/rt-setup-database --action acl --dba root
–dba-password PW-Redacted --datadir etc/upgrade/2.1.30
814 /data02/rt3/sbin/rt-setup-database --action insert --dba root
–dba-password PW-Redacted --datadir etc/upgrade/2.1.30
816 /data02/rt3/sbin/rt-setup-database --action schema --dba root
–dba-password PW-Redacted --datadir etc/upgrade/2.2.0RC2
817 /data02/rt3/sbin/rt-setup-database --action acl --dba root
–dba-password PW-Redacted --datadir etc/upgrade/2.2.0RC2
818 /data02/rt3/sbin/rt-setup-database --action insert --dba root
–dba-password PW-Redacted --datadir etc/upgrade/2.2.0RC2
820 perl etc/upgrade/upgrade-mysql-schema.pl rt3 root PW-Redacted >
sql.queries
822 mysql -u root -pPW-Redacted rt3 < sql.queries
825 rm -rf /opt/rt3/var/mason_data/*
826 service httpd restart
840 chmod 777 ticketlist
875 /data02/rt3/sbin/rt-setup-database --dba root --dba-password
PW-Redacted --action upgrade
878 /data02/rt3/sbin/rt-setup-database --dba root --dba-password
PW-Redacted --action upgrade
886 /data02/rt3/sbin/rt-setup-database --dba root --dba-password
PW-Redacted --action upgrade
892 rm -fr /opt/rt3/var/mason_data/obj
893 service httpd restart
898 tar -cvf www.tar www
899 mv www.tar /data02/rt3/share/html/
901 tar -xvf www.tar
911 vi RT_SiteConfig.pm
912 tail -500 /data02/rt3/var/log
915 tail -500 rt.log
919 mv /data02/rt3/share/html/www.tar .
920 tar -xvf www.tar
921 tail -500 …/logs/rt.log
922 tail -500 /data02/rt3/var/log/rt.log

Cgi-bin errors from error log:

[root@s601445dc4vl150:~] cat /usr/local/httpd/logs/error_log|grep -i
cgi-bin

[Sat Aug 13 10:17:49 2011] [warning]: [Mason] Cannot resolve file to
component: /data02/var/www/cgi-bin/sla_report (is file outside component
root?) at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm line
852, line 1662.
(/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm:852)
[root@s601445dc4vl150:~] ls /data02/var/www/cgi-bin/sl*
-rwxr-xr-x 1 root root 3268 Oct 17 2008
/data02/var/www/cgi-bin/sla_report.tmpl
-rwxr-xr-x 1 root root 5461 Oct 21 2008
/data02/var/www/cgi-bin/sla_report.new
-rwxrwxrwx 1 root root 5460 Oct 21 2008
/data02/var/www/cgi-bin/sla_report

[root@s601445dc4vl150:~] vi
/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm
852 warn "[Mason] Cannot resolve file to component: " .

Help!

Rezty Felty
Hallmark Digital - Infrastructure
816.559.1196

MSN rustyfelty@hotmail.com
YIM HiRez_L
AIM HiRezL
ICQ 1932818
Skype Rezty.Felty
Googletalk Rezty@KC-Felty.Net

OK, I was able to get my new RT system to quit timing out on create ticket
by re-indexing the DB. I still am struggling with the RTFM problem, i
have checked and the Article Text custom field exists in FM_CustomField,
in RT the right to view article text is enabled for everyone, yet when you
click on an article, it still is not showing article text. Any ideas,
anyone?

Rezty Felty
Hallmark Digital - Infrastructure
816.559.1196

MSN rustyfelty@hotmail.com
YIM HiRez_L
AIM HiRezL
ICQ 1932818
Skype Rezty.Felty
Googletalk Rezty@KC-Felty.Net

From:
Rezty Felty rfelty2@hallmark.com
To:
rt-users@lists.bestpractical.com
Date:
08/17/2011 13:34
Subject:
[rt-users] Where is my error?
Sent by:
rt-users-bounces@lists.bestpractical.com

I have a production RT 3.8.0 instance running on a local Solaris server. I
have been tasked with migrating it to a remote vmware RHEL Linux instance
and upgrading to RT 3.8.8 at the same time. So I installed RT3.8.8 on the
new server, and then did a MySQL dump of the db from the existing server,
and moved it over and imported it to the new server, for my test instance
for the migration. At first, RTFM did not work, (it would show RTFM, and
article titles, but if you clicked on one, no article body), there were
permission errors, I had a few problems. I engaged RT support for 4 hours
of paid support, and we worked through all of those issues, and i
documented all the steps we took. Then RT on the new server was working
right and we scheduled a Saturday midnight cutover , the plan was to take
another dump after shutting down the existing prod RT instance, copy it
over, do the DB transforms for the upgrade, and all should be well. I did
that, and RTFM would not show article bodies again, screens timed out
opening new tickets, the server could not find cgi-bin, even though it was
exactly in the location the error logs said it was looking. Here are the
commands I ran, see if you can spot a step I missed, because I have to
reschedule this and try again:

752 mv /data01/home/rfelty2/rt3_backup-20110813.sql.gz /data02/rt3/
753 cd /data02/rt3/
754 gunzip rt3_backup-20110813.sql.gz
755 mysql -h localhost -u root -pPW-Redacted rt3 <
rt3_backup-20110813.sql
757 vi /etc/my.cnf
758 service mysqld restart
759 mysql -h localhost -u root -pPW-Redacted rt3 <
rt3_backup-20110813.sql
760 cd /data02/rt3
761 mysql -h localhost -u root -pPW-Redacted rt3 <
rt3_backup-20110813.sql
762 /data02/rt3/sbin/rt-setup-database --dba root
–prompt-for-dba-password --action upgrade
763 /data02/rt3/sbin/rt-setup-database --dba root -pPW-Redacted
–action upgrade
764 /data02/rt3/sbin/rt-setup-database --action schema --datadir etc
–dba admin --prompt-for-dba-password
765 /data02/rt3/sbin/rt-setup-database --action schema --datadir etc
–dba root --prompt-for-dba-password
766 /data02/rt3/sbin/rt-setup-database --action acl --datadir
etc/upgrade/2.1.0 --dba root --prompt-for-dba-password
767 /data02/rt3/sbin/rt-setup-database --action insert --datadir
etc/upgrade/2.1.0 --dba root --prompt-for-dba-password
768 /data02rt3/sbin/rt-setup-database --action schema --datadir
etc/upgrade/2.1.30 --dba root --prompt-for-dba-password
769 /data02/rt3/sbin/rt-setup-database --action schema --datadir
etc/upgrade/2.1.30 --dba root --prompt-for-dba-password
770 /data02/rt3/sbin/rt-setup-database --action acl --datadir
etc/upgrade/2.1.30 --dba root --prompt-for-dba-password
771 /data02/rt3/sbin/rt-setup-database --action insert --datadir
etc/upgrade/2.1.30 --dba root --prompt-for-dba-password
772 /data02/rt3/sbin/rt-setup-database --action schema --datadir
etc/upgrade/2.2.0RC2 --dba root --prompt-for-dba-password
773 perl etc/upgrade/upgrade-mysql-schema.pl rt3 root PW-Redacted
sql.queries mysql -u root -p rt3 < sql.queries
774 perl etc/upgrade/upgrade-mysql-schema.pl
775 perl ./etc/upgrade/upgrade-mysql-schema.pl
777 cd /data02/rt3/local/plugins/RT-FM/etc/upgrade/
778 perl ./upgrade-mysql-schema.pl
779 perl ./upgrade-mysql-schema.pl rt3 root PW-Redacted
780 perl ./upgrade-mysql-schema.pl rt3 root PW-Redacted > sql.queries

782 service httpd restart
783 vi /data02/rt3/etc/RT_SiteConfig.pm
784 service httpd restart
785 perl -c /data02/rt3/etc/RT_SiteConfig.pm
798 cd /data02/RTFM-2.4.3/
799 perl Makefile.PL
800 make install
804 /data02/rt3/sbin/rt-setup-database --action schema --datadir
etc/upgrade/2.1.0
806 /data02/rt3/sbin/rt-setup-database --action --dba root schema
–datadir etc/upgrade/2.1.0
807 /data02/rt3/sbin/rt-setup-database --action schema --dba root
–datadir etc/upgrade/2.1.0
808 /data02/rt3/sbin/rt-setup-database --action acl --dba root
–datadir etc/upgrade/2.1.0
809 /data02/rt3/sbin/rt-setup-database --action insert --dba root
–datadir etc/upgrade/2.1.0
812 /data02/rt3/sbin/rt-setup-database --action schema --dba root
–dba-password PW-Redacted --datadir etc/upgrade/2.1.30
813 /data02/rt3/sbin/rt-setup-database --action acl --dba root
–dba-password PW-Redacted --datadir etc/upgrade/2.1.30
814 /data02/rt3/sbin/rt-setup-database --action insert --dba root
–dba-password PW-Redacted --datadir etc/upgrade/2.1.30
816 /data02/rt3/sbin/rt-setup-database --action schema --dba root
–dba-password PW-Redacted --datadir etc/upgrade/2.2.0RC2
817 /data02/rt3/sbin/rt-setup-database --action acl --dba root
–dba-password PW-Redacted --datadir etc/upgrade/2.2.0RC2
818 /data02/rt3/sbin/rt-setup-database --action insert --dba root
–dba-password PW-Redacted --datadir etc/upgrade/2.2.0RC2
820 perl etc/upgrade/upgrade-mysql-schema.pl rt3 root PW-Redacted >
sql.queries
822 mysql -u root -pPW-Redacted rt3 < sql.queries
825 rm -rf /opt/rt3/var/mason_data/*
826 service httpd restart
840 chmod 777 ticketlist
875 /data02/rt3/sbin/rt-setup-database --dba root --dba-password
PW-Redacted --action upgrade
878 /data02/rt3/sbin/rt-setup-database --dba root --dba-password
PW-Redacted --action upgrade
886 /data02/rt3/sbin/rt-setup-database --dba root --dba-password
PW-Redacted --action upgrade
892 rm -fr /opt/rt3/var/mason_data/obj
893 service httpd restart
898 tar -cvf www.tar www
899 mv www.tar /data02/rt3/share/html/
901 tar -xvf www.tar
911 vi RT_SiteConfig.pm
912 tail -500 /data02/rt3/var/log
915 tail -500 rt.log
919 mv /data02/rt3/share/html/www.tar .
920 tar -xvf www.tar
921 tail -500 …/logs/rt.log
922 tail -500 /data02/rt3/var/log/rt.log

Cgi-bin errors from error log:

[root@s601445dc4vl150:~] cat /usr/local/httpd/logs/error_log|grep -i
cgi-bin

[Sat Aug 13 10:17:49 2011] [warning]: [Mason] Cannot resolve file to
component: /data02/var/www/cgi-bin/sla_report (is file outside component
root?) at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm line
852, line 1662.
(/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm:852)
[root@s601445dc4vl150:~] ls /data02/var/www/cgi-bin/sl*
-rwxr-xr-x 1 root root 3268 Oct 17 2008
/data02/var/www/cgi-bin/sla_report.tmpl
-rwxr-xr-x 1 root root 5461 Oct 21 2008
/data02/var/www/cgi-bin/sla_report.new
-rwxrwxrwx 1 root root 5460 Oct 21 2008
/data02/var/www/cgi-bin/sla_report

[root@s601445dc4vl150:~] vi
/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm
852 warn "[Mason] Cannot resolve file to component: " .

Help!

Rezty Felty
Hallmark Digital - Infrastructure
816.559.1196

MSN rustyfelty@hotmail.com
YIM HiRez_L
AIM HiRezL
ICQ 1932818
Skype Rezty.Felty
Googletalk Rezty@KC-Felty.Net --------
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