Host for RT ("Request Tracker"), the ticketing system used by TSO's help desk (and by some other College departments, too, such as Facilities, Academic Advising, etc.). Login is through GTED, not CAS.
- Files on cc-hocus.cc.gatech.edu = /opt/rt5/share/html. [Old site: calvin.cc.gatech.edu = /opt/rt4/share/html.]
- Logs on cc-hocus.cc = /var/log [Old site: calvin.cc = /var/log]
- Database (mysql) on cc-pocus.cc.gatech.edu [Old site: hobbes.cc.gatech.edu = rt4.]
- Custom reports: rt-report.cc.gatech.edu
History
- 2024-09-24: Renewed the SSL cert for help.cc.gatech.edu on cc-hocus until 9/24/25.
- 2022-10-27: The SSL cert for help.cc.gatech.edu on cc-hocus has been renewed until 10/27/23.
- 2021-11-10: The SSL cert for help.cc.gatech.edu on cc-hocus has been renewed until 11/10/22.
- 2021-04-16: Error message: "An internal RT error has occurred. Your administrator can find more details in RT's log files." /var/log/messages showed table full errors; hobbes' var was at 100%. Brian expanded hobbes' var space. /var/log/maillog was explored to see if any mail messages might have been lost
- 2020-06-01: Fix legacy compatibility issue with SSL cert authority change on May 30.
Issue: help.cc.gatech.edu was not receiving emails sent to RT over this weekend or this morning.
Steps to solve:
/var/log/maillog reported this error:
2020-05-31T03:50:58.527439-04:00 calvin postfix/local[30623]: 47C541FD3C: to=<helpdesk@calvin.cc.gatech.edu>, relay=local, delay=53907, delays=53907/0.07/0/0.2, dsn=4.3.0, status=deferred (temporary failure. Command output: An Error Occurred ================= 500 Can't connect to help.cc.gatech.edu:443 (certificate verify failed) )
This 443/ssl cert error was because of Incommon.org's intermediate SSL certificates being set to expire on May 30, 2020 and the automatic cert redirect not working correctly on servers with older openssl packages.
To fix this, I made a backup of the old intermediate crt on calvin (/etc/pki/tls/certs/incommon-intermediate.crt.old). I then replaced the contents of /etc/pki/tls/certs/incommon-intermediate.crt with aaa-intermediates-root.crt from the CMU page, because I could not get into the Incommon.org site to download it from there (and I reported the Incommon access issue to OIT).
Restarted apache:
/sbin/service httpd restart
New emails were now going through, but not those from this weekend.
I checked the mail queue (postqueue -p) and 39 messages were stuck there, so I flushed the mail queue (postqueue -f) and they resent.
- 2020-01-08: Renewed SSL cert for calvin,help,rt-report until Jan 2022.
For more information on RT:
