Re: [rt-users] upgraded from 3.6.3 to 3.6.6, home page tries to download hostname
Hmm, no ideas out there? -- Kelly F. Hickel Senior Product Architect MQSoftware, Inc. 952-345-8677 Office 952-345-8721 Fax [EMAIL PROTECTED] www.mqsoftware.com SEE BUSINESS WORK > -Original Message- > From: [EMAIL PROTECTED] [mailto:rt-users- > [EMAIL PROTECTED] On Behalf Of Kelly F. Hickel > Sent: Wednesday, February 13, 2008 4:06 PM > To: rt-users@lists.bestpractical.com > Subject: [rt-users] upgraded from 3.6.3 to 3.6.6,home page tries to > download hostname > > Hi all, > I had a working test server running 3.6.3, I upgraded it to > 3.6.6, there weren't any errors, but now when I go to the main page I > get prompted to download a file named "foobar" where foobar is the > hostname of the rt server > > Any ideas? > > > -- > > Kelly F. Hickel > Senior Product Architect > MQSoftware, Inc. > 952-345-8677 Office > 952-345-8721 Fax > [EMAIL PROTECTED] > www.mqsoftware.com > SEE BUSINESS WORK > > ___ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: [EMAIL PROTECTED] > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] upgraded from 3.6.3 to 3.6.6, home page tries to download hostname
Hi all, I had a working test server running 3.6.3, I upgraded it to 3.6.6, there weren't any errors, but now when I go to the main page I get prompted to download a file named "foobar" where foobar is the hostname of the rt server Any ideas? -- Kelly F. Hickel Senior Product Architect MQSoftware, Inc. 952-345-8677 Office 952-345-8721 Fax [EMAIL PROTECTED] www.mqsoftware.com SEE BUSINESS WORK ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
RE: [rt-users] RT Ticket Counts and why they differ
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Shawn Scantland Sent: Tuesday, August 28, 2007 2:32 PM > Now I can get the RT Ticket Query and mysql to agree on the results but > RTx::Statistics is returning different > values. Does RTx::Statistics gather the data differently? In specific > looking at the 'Time to Resolve' I get > values that are nothing like what the 3 other options above will show me for > the count of Created tickets. > > Thanks, > Shawn Unfortunately, RTx::Statistics hasn't been updated in quite awhile. I simply haven't had any time this year to work on it, and it doesn't really appear that anyone else has either. I have several patches sitting in my inbox because I haven't had time to evaluate them, but even those are close to a year old. -Kelly ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
RE: [rt-users] Net monitoring solution
> -Original Message- > From: [EMAIL PROTECTED] [mailto:rt-users- > [EMAIL PROTECTED] On Behalf Of Viktor > Sent: Tuesday, July 17, 2007 10:21 PM > To: rt-users@lists.bestpractical.com > Subject: [rt-users] Net monitoring solution > > Hello, > > I am looking for a net monitoring solution, to monitor some hosts load > averages, memory consumption, I/O perfomance, mails received etc. > Have some experience with rt, but not RTIR/RTFM (what are they? some > 'shells' around RT or what?) > So far I have installed nagios but alas - it seems it doesn't provide > convenient graphs on 'normal' activity, it does provide them on outages > and failures... > > I am a capable Perl/PHP engeneer, familiar with rrdtool. I think nagios > + n2rrd + rrdtool + rt(rtir?) is what I am looking for. Other options > include some SNMP daemon with cacti or oreon, again coupled with rt. > > Unfortunately I am not familiar with SNMP, so I don't know what > direction to dig at. Could anyone please share his experience on this > matter? I think that's quite a common task to monitor hosts activity, > to plot these graphs and receive fault notifications. > > Any help would be appreciated thankfully. [Kelly F. Hickel] Take a look at Zenoss http://www.zenoss.com -Kelly ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
RE: [rt-users] RT 4
> -Original Message- > From: [EMAIL PROTECTED] [mailto:rt-users- > [EMAIL PROTECTED] On Behalf Of Mathew Snyder > Sent: Thursday, May 24, 2007 8:40 PM > To: Tom Lanyon > Cc: RT Users > Subject: Re: [rt-users] RT 4 > > Tom Lanyon wrote: > > On 02/05/2007, at 3:24 AM, Jesse Vincent wrote: > > > >> If, for the sake of argument, Best Practical were to rewrite RT, what > >> would you want to see in the new product? > >> > >> Think big. > >> > >> Jesse > > > > Whilst we haven't had anything wrong with RT, the 'powers from above' > > are evaluating other products and looking to move away from RT (oh no!) > > to a more integrated solution. > > > > Therefore our requirements would be: > > > > - Customer database and the ability to track tickets per customer > > But this is what RT does anyway No, it doesn't. It tracks by a user. Customers (often) have many users. This is (to me) the same thing as discussed in the "Customer Centric RT" thread recently. For instance, our customers may have several installations of our product, on various operating systems, with various backend databases. Rather than having to capture this data in every ticket, it would be much better to have it in an "Organization Record", that might include such things as the list of users authorized to open support tickets, an escalation path, people responsible for purchasing and so on. Realistically, this may best be handled by adding a User Custom Field that refers to an external customer information database. However, having all (or at least most) of that information on the ticket screen would be preferable, and being able to search for all tickets by all users for a certain customer is an absolute requirement. -Kelly > > > - Extended time tracking: start/stop tracking time against a ticket > > then report on time spent per customer > While it would be nice to see this integrated as part of a more robust > reporting > feature, we took matter into our own hands and wrote scripts which simply > use > the the RT API to gather the data needed, manipulate and format it and > email the > results to the powers that be. > > > > > Thanks. > > > > -- > > Tom Lanyon > > Systems Administrator > > NetSpot Pty Ltd ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
RE: [rt-users] Customer Centric RT?
> -Original Message- > From: [EMAIL PROTECTED] [mailto:rt-users- > [EMAIL PROTECTED] On Behalf Of Mikko Lipasti > - "Justin Brodley" <[EMAIL PROTECTED]> wrote: > > No, our main point is we need to be able to have Customers in the > > system and requestors as internal employees who are requesting on > > "behalf" of the customer. I'm really just trying to find out if > anyone > > has done work like this already, or if this is something we'll need > to > > build from scratch. Were currently solving the problem with Custom > > Fields but were concerned about the qty of CF values, and we also > have > > some additional needs for escalation scripts that require additional > > data be stored with each custom field. > > So, in essense, what you've got is: > > Requestor: your employee working at the customer interface > Owner: your employee actually doing the work > CF-Customer: the name of the customer > > What you'd really need is the ability to add a custom "role" to your > tickets, so that you'd have: > > Requestor: the name of the customer (since he's the true originator of > the request, right?) > Account Manager (you pick): your employee working at the customer > interface > Owner: your employee actually doing the work > > Am I on to something here? > > It seems to me that customizing roles could be a useful feature for RT > in general, not just your case. Have the standard "Requestor, Cc, > AdminCc" in as default, but let people add new and perhaps even rename > the old. > > Now, it seems to me that from a technical (database) point of view, > new roles could be added without modifying the schema. However, I > don't know what this would imply to the rest of the system. Something > for RT4 perhaps? > > - Mikko I was just thinking that one possible solution is to add a new CF type (or at least validation type), call it "User". Then you'd be able to add various "People" based CFs however you like, and presumably be able to search on them -Kelly ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
RE: [rt-users] Customer Centric RT?
> -Original Message- > From: [EMAIL PROTECTED] [mailto:rt-users- > [EMAIL PROTECTED] On Behalf Of Les Mikesell > Sent: Tuesday, May 22, 2007 10:23 AM > To: Justin Brodley > Cc: rt-users@lists.bestpractical.com > Subject: Re: [rt-users] Customer Centric RT? > > Justin Brodley wrote: > > Queues for each customer would be unmanageable as we would have over > 200 queues, and i'd have a massive custom view to correlate all this > data into a single pane of glass. > > > > I thought the point was to separate them... If you want to see the > tickets regardless of queue you could make a custom query to pick the > ones you want. "Helpdesk workers" need to see a single (or a few) 'queues' of work items. Management, SEs, sales people want to see "all the tickets for customer X in the last 60 days" before calling the customer, so that they don't get any rude awakenings -Kelly > > -- >Les Mikesell > [EMAIL PROTECTED] > ___ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: [EMAIL PROTECTED] > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
RE: [rt-users] Customer Centric RT?
> -Original Message- > From: [EMAIL PROTECTED] [mailto:rt-users- > [EMAIL PROTECTED] On Behalf Of Mikko Lipasti > Sent: Tuesday, May 22, 2007 1:34 AM > To: rt-users@lists.bestpractical.com > Subject: Re: [rt-users] Customer Centric RT? > > On Mon, 2007-05-21 at 14:08 -0700, Justin Brodley wrote: > > Basically were an ASP hosting operation, we have hundreds of > customers > > that pay us money to host their site. Our company has several > > departments that create tickets associated to each of the customers. > > Currently the way were managing Customer is by having them defined > as > > a custom field and then we can write reports based off these custom > > fields. > > Why can't you use Requestor field to identify customers? > > - Mikko I don't know about Justin's situation, but for u, we sometimes have employees open tickets for customers. All correspondence should be via the employee, but we need a way to find all tickets for a certain customer. I'm planning to look into adding a "On Behalf Of" custom field that validates against the user database, but I don't know how much work it will be. -Kelly > > ___ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: [EMAIL PROTECTED] > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
RE: [rt-users] Custom Fields for Users
Found the answer. To assign custom fields to users, logged in as root, do the following: 1) Click Configuration in the top menu bar 2) Click Global from the list of items 3) Click on Custom Fields from the list of items 4) Click on Users from the list of items Now you can select which Custom Fields apply to all users. -- Kelly F. Hickel Senior Software Architect MQSoftware, Inc 952.345.8677 [EMAIL PROTECTED] From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Kelly F. Hickel Sent: Wednesday, May 09, 2007 6:34 AM To: RT Users Subject: [rt-users] Custom Fields for Users Hi All, I noticed that you can create a Custom Field for Users and tried it out, but how do you get it to show up? I created the Custom Field, gave full access to Everyone to it, then went and looked at a user record. The Custom Field "area" showed up on the user page, but there weren't any fields in "area".. What am I missing? -- Kelly F. Hickel Senior Software Architect MQSoftware, Inc 952.345.8677 [EMAIL PROTECTED] ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Custom Fields for Users
Hi All, I noticed that you can create a Custom Field for Users and tried it out, but how do you get it to show up? I created the Custom Field, gave full access to Everyone to it, then went and looked at a user record. The Custom Field "area" showed up on the user page, but there weren't any fields in "area".. What am I missing? -- Kelly F. Hickel Senior Software Architect MQSoftware, Inc 952.345.8677 [EMAIL PROTECTED] ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
RE: [rt-users] undefined subroutine FirstMonday in RTx::Calendar
Thanks Jacob, that did it.
I've updated the Wiki
--
Kelly F. Hickel
Senior Software Architect
MQSoftware, Inc
952.345.8677
[EMAIL PROTECTED]
> -Original Message-
> From: [EMAIL PROTECTED] [mailto:rt-users-
> [EMAIL PROTECTED] On Behalf Of Jacob Helwig
> Sent: Monday, May 07, 2007 11:40 AM
> To: RT Users
> Subject: RE: [rt-users] undefined subroutine FirstMonday in
> RTx::Calendar
>
> If you go to your RT lib directory, and cd to where RTX::Calendar was
> installed, you probably will get an error about DateTime::Set[1] being
> missing, if you try to run: perl Calendar.pm.
>
> Something like this:
> /usr/local/share/request-tracker3.6/lib/RTx$ perl Calendar.pm
> Can't locate DateTime/Set.pm in @INC (@INC contains: /etc/perl
> /usr/local/lib/perl/5.8.8 /usr/local/share/perl/5.8.8 /usr/lib/perl5
> /usr/share/perl5 /usr/lib/perl/5.8 /usr/share/perl/5.8
> /usr/local/lib/site_perl .) at Calendar.pm line 5.
> BEGIN failed--compilation aborted at Calendar.pm line 5.
>
> This threw me off for quite a while, too.
>
> [1] http://search.cpan.org/dist/DateTime-Set/
>
> --
> Jacob Helwig
> PC Technician
> Busch's Help Desk
> Desk: x35221
> Direct: 734-214-8221
>
> -----Original Message-
> From: [EMAIL PROTECTED] [mailto:rt-users-
> [EMAIL PROTECTED] On Behalf Of Kelly F. Hickel
> Sent: Monday, May 07, 2007 12:21 PM
> To: RT Users
> Subject: [rt-users] undefined subroutine FirstMonday in RTx::Calendar
>
> Just set up a new 3.6.3 install and installed RTx::Calendar (first
> time I've tried to use it), and am getting the error below.
>
> I've checked the obvious things that I could think of, before I go
> really digging, does anyone have a solution off the top of their head?
>
> System error
> error:
> Undefined subroutine &RTx::Calendar::FirstMonday called at
> /opt/rt3/share/html/Search/Calendar.html line 134.
> context:
> ...
>
> 130:
> 131:
> my $rtdate = RT::Date->new($session{'CurrentUser'});
> 132:
> 133:
> my $today = DateTime->today;
> 134:
> my $date = RTx::Calendar::FirstMonday($Year, $Month + 1);
> 135:
> my $end = RTx::Calendar::LastSunday($Year, $Month + 1);
> 136:
> 137:
> # use this to loop over days until $end
> 138:
> my $set = DateTime::Set->from_recurrence(
> ...
>
>
> code stack:
> /opt/rt3/share/html/Search/Calendar.html:134
> /opt/rt3/share/html/autohandler:292
>
>
> --
> Kelly F. Hickel
> Senior Software Architect
> MQSoftware, Inc
> 952.345.8677
> [EMAIL PROTECTED]
>
> ___
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: [EMAIL PROTECTED]
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
> ___
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: [EMAIL PROTECTED]
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
___
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
Community help: http://wiki.bestpractical.com
Commercial support: [EMAIL PROTECTED]
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
[rt-users] undefined subroutine FirstMonday in RTx::Calendar
Just set up a new 3.6.3 install and installed RTx::Calendar (first time I've
tried to use it), and am getting the error below.
I've checked the obvious things that I could think of, before I go really
digging, does anyone have a solution off the top of their head?
System error
error:
Undefined subroutine &RTx::Calendar::FirstMonday called at
/opt/rt3/share/html/Search/Calendar.html line 134.
context:
...
130:
131:
my $rtdate = RT::Date->new($session{'CurrentUser'});
132:
133:
my $today = DateTime->today;
134:
my $date = RTx::Calendar::FirstMonday($Year, $Month + 1);
135:
my $end = RTx::Calendar::LastSunday($Year, $Month + 1);
136:
137:
# use this to loop over days until $end
138:
my $set = DateTime::Set->from_recurrence(
...
code stack:
/opt/rt3/share/html/Search/Calendar.html:134
/opt/rt3/share/html/autohandler:292
--
Kelly F. Hickel
Senior Software Architect
MQSoftware, Inc
952.345.8677
[EMAIL PROTECTED]
___
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
Community help: http://wiki.bestpractical.com
Commercial support: [EMAIL PROTECTED]
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
RE: [rt-users] RT 4
> -Original Message- > From: [EMAIL PROTECTED] [mailto:rt-users- > [EMAIL PROTECTED] On Behalf Of Robert Grasso > Sent: Wednesday, May 02, 2007 11:05 AM > To: Jesse Vincent; RT Users > Subject: RE: [rt-users] RT 4 > > Thank you for asking Jesse, > > As Sven Sternberger just asked for, we would appreciate an embedded > statistics module. Currently, this is only available as a > contribution - which works with some bugs, and it does not seem to be > maintained anyway - and we are about to use it intensely for > auditing and improving our QA. [Kelly F. Hickel] If there's anyone out there that wants to be a contributor to RTx::Statistics, let me know. I simply haven't had any time to even merge the pile of patches I've got sitting here, much lest test and improve anything. Hopefully that will change, as we're going to step up our internal use of RT, so I may get some cycles to burn on it again. -Kelly > > Best regards > > --- > Robert GRASSO > System Engineer > > CEDRAT > 15, Chemin de Malacher - Inovallee - 38246 MEYLAN Cedex - FRANCE > Tel: +33 (0)4 76 90 50 45 Fax: +33 (0)4 76 90 16 09 > mailto:[EMAIL PROTECTED] > --- > Support service : mailto:[EMAIL PROTECTED] > Commercial service : mailto:[EMAIL PROTECTED] > Web site : http://www.cedrat.com > > > > > -Original Message- > > From: [EMAIL PROTECTED] > > [mailto:[EMAIL PROTECTED] Behalf Of Jesse > > Vincent > > Sent: Tuesday, May 01, 2007 7:55 PM > > To: RT Users > > Subject: [rt-users] RT 4 > > > > > > If, for the sake of argument, Best Practical were to rewrite RT, > what > > would you want to see in the new product? > > > > Think big. > > > > Jesse > > > > ___ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: [EMAIL PROTECTED] > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
RE: [rt-users] RT State of the Onion?
> > > > Thank you, Kelly. Everyone else's reactions to "customer file" were > > beginning to make me think *I* was nutsabago. > > > > Nope. It's a perfectly reasonable feature request. We've specced it > out > for customers several times. To do it "reasonably" as part of RT > requires that RT own your customer database, which it generally sounds > like the folks who've been looking for this on the list aren't willing > to have happen. We'd be happy enough to have RT own the customer database (or at least build scripts to morph the data over from the "real" customer database regularly). That would be fine, although I'd think people in other circumstances might prefer a well defined interface so that they could adapt it to their existing customer db. > > We'd probably model it as RT groups, so that you could usefully model > who's part of which customer. The big "hard" bits are probably > setting > RT up to not mail everyone from a customer on every issue ;) Personally I'd probably want a single user still to own the bug, but have that user somehow belong to the customer entity. -Kely ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
RE: [rt-users] RT State of the Onion?
The first one is a common requirement. We have a database with all of our customer details in it (ok, well, we have a db that nearly has all the stuff in it and some of it is even correct). We need to link a ticket to a customer record, not to a person who happens to have been employed by that customer at the time the defect was opened. Ideally Customers (which really means Companies that Have our products) would have "persons" as sub records. The idea is that a customer may have opened 10 tickets, but their contact information and details about what database they're running, what product(s) they are licensed for, what servers are located where, what hardware they're running on, are all things that a person reviewing a ticket needs access to, but you don't want to have to enter it for each ticket. With RT you can whip up some kind of url link or something, but there really needs to be a nice clean interface to some place where the above data is kept. -- Kelly F. Hickel Senior Software Architect MQSoftware, Inc 952.345.8677 [EMAIL PROTECTED] > -Original Message- > From: [EMAIL PROTECTED] [mailto:rt-users- > [EMAIL PROTECTED] On Behalf Of Jon Daley > Sent: Thursday, February 01, 2007 12:26 PM > To: rt-users@lists.bestpractical.com > Subject: Re: [rt-users] RT State of the Onion? > > I am not quite sure what you mean by the first one. > > The "what happened today" is quite nice in the newer releases - > you can take any search and save it on your home page - so as long as > you > can write a search (and pick which columns you want to display) you > can > get exactly what you want. > > The last one, sounds like you need notepad/emacs... > > On Thu, 1 Feb 2007, Jay R. Ashworth wrote: > > It's been a while since I've looked at RT. The last time I tried to > > get it some traction in the organization I work for, it foundered on > 3 > > points: > > > > * It didn't understand "customers". > > > > The company I work for is in the computer service and support > > business. I need a ticketing system to have an integrated > > 'customer file' that keeps track of all the information about > > a client, specifically including mapping incoming email > > addresses to clients and auto-carboning the appropriate > > client supervisory email. RT didn't do that when I looked at > > it last, and AT could be made to do it -- I thought -- but I > > was already selling 'up-hill' and the loose integration was > > something I couldn't overcome. > > > > * I needed a "what happened today" view for the boss -- showing > > all of today's ticket activity and status changes and total > > time billable -- and there wasn't one, quite, and I wan't > > smart enough to write it myself. > > > > * To work helpdesk with it efficiently, I sort of needed a way > > to start keying in the notes on an empty screen, and then > > figure out which ticket it applied to, and attach it, or > > create a new one. > ___ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: [EMAIL PROTECTED] > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
RE: [rt-users] Statistics revisitation
You could copy me as well. I haven't had time to get back to this, although that might change a bit in the future. I'm also still open to assistant maintainers (or someone who wants to take it over completely). I have a number of contributed changes pending, but haven't had any time to look at them. -- Kelly F. Hickel Senior Software Architect MQSoftware, Inc 952.345.8677 [EMAIL PROTECTED] > -Original Message- > From: [EMAIL PROTECTED] [mailto:rt-users- > [EMAIL PROTECTED] On Behalf Of Jason Fenner > Sent: Wednesday, January 17, 2007 1:22 PM > To: Mathew Snyder > Cc: RT Users > Subject: Re: [rt-users] Statistics revisitation > > Mathew Snyder wrote: > > Does anyone know about or have any intentions of updating the > RTx::Statistics > > package? I'm finding the built-in reports are not sufficient and I > don't know > > enough perl to make my way around the RT codebase. > > > > Mathew > > _ > I am also interested in this. Email me off list to talk about this. > > Jason - axelilly > > > __ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: [EMAIL PROTECTED] > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > > > > > > ___ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: [EMAIL PROTECTED] > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
RE: [rt-users] RTx::Statistics
OK, Well, I've the current maintainer for the package, that's why I was asking. I'm (still) swamped at the moment, hopefully I'll have a chance to upgrade my test box to 3.6 next week, and can start taking a look at why it doesn't work. Most likely guess is the changes that made it use the same presentation logic for the tables as the search pages did. They may have changed quite a bit. -Kelly > -Original Message- > From: Mathew [mailto:[EMAIL PROTECTED] > Sent: Monday, July 17, 2006 10:25 PM > To: Kelly F. Hickel > Cc: rt-users@lists.bestpractical.com > Subject: Re: [rt-users] RTx::Statistics > > From what I've seen, RTx::Statistics has much more capability than the > built-in reports offered with v3.6.0. I would like to see Statistics > work with v3.6.0 but unfortunately it doesn't. At the moment, as I > recommended earlier, I would avoid it. When the author (or another > knowledgeable and motivated person) decides to update it, I'll consider > it. But again, until then, I'm avoiding it. > > Mathew Snyder > > Kelly F. Hickel wrote: > > So, no one has an opinion? Yeah, RIGHT! ;-> > > > > -Kelly > > > > > >> -Original Message- > >> From: [EMAIL PROTECTED] [mailto:rt-users- > >> [EMAIL PROTECTED] On Behalf Of Kelly F. Hickel > >> Sent: Tuesday, July 11, 2006 5:25 AM > >> To: theillien; Mike Coakley > >> Cc: rt-users@lists.bestpractical.com > >> Subject: RE: [rt-users] RTx::Statistics > >> > >> The information that I had was that Statistics probably wouldn't be > >> needed with RT 3.6 because of the built in reports, so I haven't done > >> much with it so far. Of course, I don't have 3.6 running yet either, > >> I've been swamped with a ton of other things. > >> > >> So, time for a poll: How many folks think that RTx::Statistics is > >> > > still > > > >> needed, given the functionality in RT v3.6.0? > >> > >> -- > >> > >> Kelly F. Hickel > >> Senior Software Architect > >> MQSoftware, Inc > >> 952.345.8677 > >> [EMAIL PROTECTED] > >> > >> -Original Message- > >> From: [EMAIL PROTECTED] > >> [mailto:[EMAIL PROTECTED] On Behalf Of > >> > > theillien > > > >> Sent: Monday, July 10, 2006 7:47 PM > >> To: Mike Coakley > >> Cc: rt-users@lists.bestpractical.com > >> Subject: Re: [rt-users] RTx::Statistics > >> > >> I haven't got this working on my installation of v3.6.0 either. I > >> > > think > > > >> it needs major work in order for it to be compatible. Right now I'm > >> just relying on the built-in reports with v3.6.0. Perhaps when > >> RTx::Statistics is made to work with it I'll see about integrating but > >> until then, I'm avoiding it like the plague. > >> > >> Mathew Snyder > >> > >> Mike Coakley wrote: > >> > >>> Is this working with RT 3.6.0. I just did a clean install and it > >>> > > isn't > > > >>> working for me. Just hangs on some of the graph pages where I have > >>> > > to > > > >>> restart my Apache. On other pages I don't get any graph just the > >>> > >> "Result > >> > >>> Graph" alt text. > >>> > >>> Thanks, > >>> > >>> > >> ___ > >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >> > >> Community help: http://wiki.bestpractical.com > >> Commercial support: [EMAIL PROTECTED] > >> > >> > >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > >> Buy a copy at http://rtbook.bestpractical.com > >> > >> > >> We're hiring! Come hack Perl for Best Practical: > >> http://bestpractical.com/about/jobs.html > >> ___ > >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >> > >> Community help: http://wiki.bestpractical.com > >> Commercial support: [EMAIL PROTECTED] > >> > >> > >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > >> Buy a copy at http://rtbook.bestpractical.com > >> > >> > >> We're hiring! Come hack Perl for Best Practical: > >> http://bestpractical.com/about/jobs.html > >> > > ___ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: [EMAIL PROTECTED] > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > > > > > We're hiring! Come hack Perl for Best Practical: > http://bestpractical.com/about/jobs.html > > > > > > > ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
RE: [rt-users] RTx::Statistics
So, no one has an opinion? Yeah, RIGHT! ;-> -Kelly > -Original Message- > From: [EMAIL PROTECTED] [mailto:rt-users- > [EMAIL PROTECTED] On Behalf Of Kelly F. Hickel > Sent: Tuesday, July 11, 2006 5:25 AM > To: theillien; Mike Coakley > Cc: rt-users@lists.bestpractical.com > Subject: RE: [rt-users] RTx::Statistics > > The information that I had was that Statistics probably wouldn't be > needed with RT 3.6 because of the built in reports, so I haven't done > much with it so far. Of course, I don't have 3.6 running yet either, > I've been swamped with a ton of other things. > > So, time for a poll: How many folks think that RTx::Statistics is still > needed, given the functionality in RT v3.6.0? > > -- > > Kelly F. Hickel > Senior Software Architect > MQSoftware, Inc > 952.345.8677 > [EMAIL PROTECTED] > > -Original Message- > From: [EMAIL PROTECTED] > [mailto:[EMAIL PROTECTED] On Behalf Of theillien > Sent: Monday, July 10, 2006 7:47 PM > To: Mike Coakley > Cc: rt-users@lists.bestpractical.com > Subject: Re: [rt-users] RTx::Statistics > > I haven't got this working on my installation of v3.6.0 either. I think > > it needs major work in order for it to be compatible. Right now I'm > just relying on the built-in reports with v3.6.0. Perhaps when > RTx::Statistics is made to work with it I'll see about integrating but > until then, I'm avoiding it like the plague. > > Mathew Snyder > > Mike Coakley wrote: > > Is this working with RT 3.6.0. I just did a clean install and it isn't > > working for me. Just hangs on some of the graph pages where I have to > > restart my Apache. On other pages I don't get any graph just the > "Result > > Graph" alt text. > > > > Thanks, > > > > ___ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: [EMAIL PROTECTED] > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: > http://bestpractical.com/about/jobs.html > ___ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: [EMAIL PROTECTED] > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: > http://bestpractical.com/about/jobs.html ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
RE: [rt-users] RTx::Statistics
The information that I had was that Statistics probably wouldn't be needed with RT 3.6 because of the built in reports, so I haven't done much with it so far. Of course, I don't have 3.6 running yet either, I've been swamped with a ton of other things. So, time for a poll: How many folks think that RTx::Statistics is still needed, given the functionality in RT v3.6.0? -- Kelly F. Hickel Senior Software Architect MQSoftware, Inc 952.345.8677 [EMAIL PROTECTED] -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of theillien Sent: Monday, July 10, 2006 7:47 PM To: Mike Coakley Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] RTx::Statistics I haven't got this working on my installation of v3.6.0 either. I think it needs major work in order for it to be compatible. Right now I'm just relying on the built-in reports with v3.6.0. Perhaps when RTx::Statistics is made to work with it I'll see about integrating but until then, I'm avoiding it like the plague. Mathew Snyder Mike Coakley wrote: > Is this working with RT 3.6.0. I just did a clean install and it isn't > working for me. Just hangs on some of the graph pages where I have to > restart my Apache. On other pages I don't get any graph just the "Result > Graph" alt text. > > Thanks, > ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
RE: [rt-users] Rtx-Statistics & RT3.4.1 - doesnt update html page
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Don McCallum Sent: Wednesday, June 28, 2006 11:31 AM To: rt-users@lists.bestpractical.com Subject: [rt-users] Rtx-Statistics & RT3.4.1 - doesnt update html page Hello All, I am trying to install RTx-Statistics on my RT3.4.1 box. The machine was recently upgraded from Rt3.0.(something) to RT3.4.1 with the proper database schema updates. Everything is running great. The way we performed the upgrade was to remove Apache and the previous version of RT, install the new RT and perform the schema updates. Everything is running GREAT. Now I am attempting to install RTx-Statistics 0.1.8 using this procedure: cut #Perl Makefile.PL Using RT configurations from /opt/rt3/lib/RT.pm: ./html => /opt/rt3/share/html ./lib => /opt/rt3/local/lib kfh: in RTx.pm sub RTx Writing Makefile for RTx::Statistics # make install Writing /usr/local/lib/perl5/site_perl/5.8.8/i686-linux/auto/RTx/Statistics/.packlist Appending installation info to /usr/local/lib/perl5/5.8.8/i686-linux/perllocal.pod # /etc/rc.d/init.d/httpd restart cut That all looks good to me, the /opt/rt3 is correct and we are using site_perl5.8.8 But when I log into RT, I do not get the statistics side bar. Am I missing something obvious – like having to manually add it into the page or something? [Kelly F. Hickel] Hmm. Did you restart httpd? Oh, and I have also tried to simply un-tar the distribution subdirectories into /opt/rt3/ and /opt/rt3/share (this worked in my old version 3.0.x). [Kelly F. Hickel] Ohh, don’t do THAT. You should “undo” that if you haven’t already….. Thanks in advance! -Don McCallum [Kelly F. Hickel] -Kelly ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
RE: [rt-users] RTx Statistics Segmentation Faul
What version of RT? Do you get any sort of information about what’s actually faulting? Httpd? Gd, etc…..? -- Kelly F. Hickel Senior Software Architect MQSoftware, Inc 952.345.8677 [EMAIL PROTECTED] From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Speicher, Joshua (TekSecure Labs) Sent: Monday, June 12, 2006 9:42 AM To: rt-users@lists.bestpractical.com Subject: [rt-users] RTx Statistics Segmentation Faul I’m getting a child pid exit signal Segmentation fault (11) in our Apache error_log whenever we try to view a graph with RTx::Statistics. Did troubleshooting to rule out GD::Graph and GD overall. The samples for GD::Graph work and I’m only getting the Segmentation fault when I try to view statistics in RT. Something with the graphs is causing the issue, any ideas? Running: Apache 1.3.36 PHP 4.4.2 Gd 2.0.28 Perl 5.8.8 Mod_perl 1.29 GDGraph 1.43 Joshua Speicher Web Developer TekSecure Labs (sm) (a division of Tekmark Global Solutions) www.teksecurelabs.com This message is for the designated recipient only and it, as well as any attachments, may contain privileged, proprietary or confidential information. If you are not the intended recipient, do not read, copy or distribute it. Please notify the sender immediately and delete the original at once. Any other use of the email by you is prohibited. Thank you. This message is for the designated recipient only and it, as well as any attachments, may contain privileged, proprietary or confidential information. If you are not the intended recipient, do not read, copy or distribute it. Please notify the sender immediately and delete the original at once. Any other use of the email by you is prohibited. Thank you. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
RE: [rt-users] RTx::Statistics
I haven't had time to test it against the new release candidates yet, so I don't know for certain. -- Kelly F. Hickel Senior Software Architect MQSoftware, Inc 952.345.8677 [EMAIL PROTECTED] > -Original Message- > From: [EMAIL PROTECTED] [mailto:rt-users- > [EMAIL PROTECTED] On Behalf Of Mathew Snyder > Sent: Thursday, May 25, 2006 3:51 AM > To: rt-users@lists.bestpractical.com > Subject: [rt-users] RTx::Statistics > > Does RTx::Statistics work with 3.6.0rc2? I haven't been able to get > it > to work very well. > > -- > Mathew Snyder > Systems Administrator > Network+ > ServerVault TechOps > > ___ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: [EMAIL PROTECTED] > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: > http://bestpractical.com/about/jobs.html ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
RE: [rt-users] RTx::Statistics install issues (found a thread, but no resolution)
> -Original Message- > From: Paul Crossman [mailto:[EMAIL PROTECTED] > Sent: Tuesday, May 23, 2006 2:44 PM > To: Kelly F. Hickel; rt-users@lists.bestpractical.com > Subject: RE: [rt-users] RTx::Statistics install issues (found a > thread,but no resolution) > > I actually just finished flushing my install at the destination. > > Just an initial DB. > > Still no go. > > [Tue May 23 14:34:29 2006] [error] [client 172.28.8.23] FastCGI: > server > "/opt/rt3/bin/mason_handler.fcgi" stderr: Use of uninitialized value > in > concatenation (.) or string at > /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Resolver/File.pm line 51. > [Tue May 23 14:34:29 2006] [error] [client 172.28.8.23] FastCGI: > server > "/opt/rt3/bin/mason_handler.fcgi" stderr: Use of uninitialized value > in > length at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Resolver/File.pm > line 52. > > Those errors show up in the httpd error log. > > The installation I have that works all the Statistics files are > root:root and the RT3 files are root:bin. Everything works fine. > Could > the HTML::Mason perl module be a problem? How can I remove the module > and reinstall it? [Kelly F. Hickel] Well, is Statistics the only thing that isn't working, or is the rest of RT broken too? Fixing Mason installation problems is beyond me, I consider myself lucky when I can get through a clean install and everything is working! > > Paul C. > > > -Original Message- > > From: Kelly F. Hickel [mailto:[EMAIL PROTECTED] > > Sent: Tuesday, May 23, 2006 3:34 PM > > To: Paul Crossman; rt-users@lists.bestpractical.com > > Subject: RE: [rt-users] RTx::Statistics install issues (found a > thread,but > > no resolution) > > > > Paul, > > It looks like the files in rt3/share are from unpacking the > > archive directly, so I'd remove those listed below first. Then do > an > ls > > -l in /opt/rt3/share/html. I find that when I install statistics I > do > > it as root, but my whole /opt/rt3 tree has to be owned by > apache.apache. > > So, if the directories /opt/rt3/share/RTx, /opt/rt3/share/Callbacks > and > > /opt/rt3/share/Callbacks/kStatistics (and all their children) aren't > > owned by the same user and group as the other directories in > > /opt/rt3/share, do a chown -R on the and try again > > > > -- > > > > Kelly F. Hickel > > Senior Software Architect > > MQSoftware, Inc > > 952.345.8677 > > [EMAIL PROTECTED] > > > > > > > -Original Message- > > > From: Paul Crossman [mailto:[EMAIL PROTECTED] > > > Sent: Tuesday, May 23, 2006 2:03 PM > > > To: Kelly F. Hickel; rt-users@lists.bestpractical.com > > > Subject: RE: [rt-users] RTx::Statistics install issues (found a > > > thread,but no resolution) > > > > > > Sure!!! > > > > > > /opt/rt3 is the original working system. > > > rt3/ is a exploded tar from the system I'm migrating to. > > > > > > # diff -r /opt/rt3/ rt3/ > > > Only in rt3/etc: RCS > > > diff -r /opt/rt3/etc/RT_SiteConfig.pm rt3/etc/RT_SiteConfig.pm > > > 279c279 > > > < Set($WebBaseURL , "http://source.tvguide.com:80";); > > > --- > > > > Set($WebBaseURL , "http://destination.tvguide.com:80";); > > > Only in /opt/rt3/local/html: Callbacks > > > Only in /opt/rt3/local/html/NoAuth: webrt.css.matt > > > Only in /opt/rt3/local/html/NoAuth: webrt.css.orig > > > Only in /opt/rt3/local/html/NoAuth: webrt.css.working > > > Only in /opt/rt3/local/html: RTx > > > Only in /opt/rt3/local/lib: auto > > > Only in rt3/share: CHANGELOG > > > Only in rt3/share: MANIFEST > > > Only in rt3/share: META.yml > > > Only in rt3/share: Makefile.PL > > > Only in rt3/share: README > > > Only in rt3/share: inc > > > Only in rt3/share: lib > > > Only in rt3/var/mason_data: etc > > > Only in rt3/var/mason_data/obj: .__obj_create_marker > > > > > > Paul C. > > > > > > > > > > -Original Message- > > > > From: Kelly F. Hickel [mailto:[EMAIL PROTECTED] > > > > Sent: Tuesday, May 23, 2006 1:30 PM > > > > To: Paul Crossman; rt-users@lists.bestpractical.com > > > > Subject: RE: [rt-users] RTx::Statistics install issues (found a > > > thread,but > > > > no resolution) > > > > > > > > > -Original Message- > > > > > From: [EMAIL PROTECTED] [mailt
RE: [rt-users] RTx::Statistics install issues (found a thread, but no resolution)
Paul, It looks like the files in rt3/share are from unpacking the archive directly, so I'd remove those listed below first. Then do an ls -l in /opt/rt3/share/html. I find that when I install statistics I do it as root, but my whole /opt/rt3 tree has to be owned by apache.apache. So, if the directories /opt/rt3/share/RTx, /opt/rt3/share/Callbacks and /opt/rt3/share/Callbacks/kStatistics (and all their children) aren't owned by the same user and group as the other directories in /opt/rt3/share, do a chown -R on the and try again.... -- Kelly F. Hickel Senior Software Architect MQSoftware, Inc 952.345.8677 [EMAIL PROTECTED] > -Original Message- > From: Paul Crossman [mailto:[EMAIL PROTECTED] > Sent: Tuesday, May 23, 2006 2:03 PM > To: Kelly F. Hickel; rt-users@lists.bestpractical.com > Subject: RE: [rt-users] RTx::Statistics install issues (found a > thread,but no resolution) > > Sure!!! > > /opt/rt3 is the original working system. > rt3/ is a exploded tar from the system I'm migrating to. > > # diff -r /opt/rt3/ rt3/ > Only in rt3/etc: RCS > diff -r /opt/rt3/etc/RT_SiteConfig.pm rt3/etc/RT_SiteConfig.pm > 279c279 > < Set($WebBaseURL , "http://source.tvguide.com:80";); > --- > > Set($WebBaseURL , "http://destination.tvguide.com:80";); > Only in /opt/rt3/local/html: Callbacks > Only in /opt/rt3/local/html/NoAuth: webrt.css.matt > Only in /opt/rt3/local/html/NoAuth: webrt.css.orig > Only in /opt/rt3/local/html/NoAuth: webrt.css.working > Only in /opt/rt3/local/html: RTx > Only in /opt/rt3/local/lib: auto > Only in rt3/share: CHANGELOG > Only in rt3/share: MANIFEST > Only in rt3/share: META.yml > Only in rt3/share: Makefile.PL > Only in rt3/share: README > Only in rt3/share: inc > Only in rt3/share: lib > Only in rt3/var/mason_data: etc > Only in rt3/var/mason_data/obj: .__obj_create_marker > > Paul C. > > > > -Original Message- > > From: Kelly F. Hickel [mailto:[EMAIL PROTECTED] > > Sent: Tuesday, May 23, 2006 1:30 PM > > To: Paul Crossman; rt-users@lists.bestpractical.com > > Subject: RE: [rt-users] RTx::Statistics install issues (found a > thread,but > > no resolution) > > > > > -Original Message- > > > From: [EMAIL PROTECTED] [mailto:rt-users- > > > [EMAIL PROTECTED] On Behalf Of Paul Crossman > > > Sent: Tuesday, May 23, 2006 11:43 AM > > > To: rt-users@lists.bestpractical.com > > > Subject: RE: [rt-users] RTx::Statistics install issues (found a > > > thread,but no resolution) > > > > > > Yes, I have Statistics working on the current servers. Works > great > > > too. > > > > > > I'm doing the move by installing everything from scratch on the > new > > > server and then importing the mysql database from the existing > > > environment. I'm installing Statistics post importing the > database > > > though. Any thoughts on that? > > [Kelly F. Hickel] Doesn't seem like that should cause a problem. > > > > > > > > As far as the error goes, I don't get them on my existing server. > > [Kelly F. Hickel] Is it feasible to run a diff between the two > /opt/rt3 > > directories? > > > > > > > > Paul C. > > > > [Kelly F. Hickel] -Kelly > > > > > > > > > -Original Message- > > > > From: Kelly F. Hickel [mailto:[EMAIL PROTECTED] > > > > Sent: Tuesday, May 23, 2006 8:08 AM > > > > To: Paul Crossman; rt-users@lists.bestpractical.com > > > > Subject: RE: [rt-users] RTx::Statistics install issues (found a > > > thread,but > > > > no resolution) > > > > > > > > Paul, > > > > You said that you're moving your RT from one server to > another, > > > > was Statistics working before the move? > > > > > > > > Did you move it by installing as if a clean installation on the > new > > > > server, or did you just copy /opt/rt3? > > > > > > > > You definitely should *not* just unpack the archive in /opt/rt3, > > > follow > > > > the instructions in the README file to run make. Since you've > > > unpacked > > > > the archive directly, if it was me, I'd remove /opt/rt3 and > start > > > over > > > > (since rt doesn't take that long to install). The errors that > your > > > > seeing don't ring any bells with me as to what the problem is. > > > > > > > > -- > > > > > > > > Kelly F. Hic
RE: [rt-users] RTx::Statistics install issues (found a thread, but no resolution)
> -Original Message-
> From: [EMAIL PROTECTED] [mailto:rt-users-
> [EMAIL PROTECTED] On Behalf Of Paul Crossman
> Sent: Tuesday, May 23, 2006 11:43 AM
> To: rt-users@lists.bestpractical.com
> Subject: RE: [rt-users] RTx::Statistics install issues (found a
> thread,but no resolution)
>
> Yes, I have Statistics working on the current servers. Works great
> too.
>
> I'm doing the move by installing everything from scratch on the new
> server and then importing the mysql database from the existing
> environment. I'm installing Statistics post importing the database
> though. Any thoughts on that?
[Kelly F. Hickel] Doesn't seem like that should cause a problem.
>
> As far as the error goes, I don't get them on my existing server.
[Kelly F. Hickel] Is it feasible to run a diff between the two /opt/rt3
directories?
>
> Paul C.
[Kelly F. Hickel] -Kelly
>
> > -Original Message-
> > From: Kelly F. Hickel [mailto:[EMAIL PROTECTED]
> > Sent: Tuesday, May 23, 2006 8:08 AM
> > To: Paul Crossman; rt-users@lists.bestpractical.com
> > Subject: RE: [rt-users] RTx::Statistics install issues (found a
> thread,but
> > no resolution)
> >
> > Paul,
> > You said that you're moving your RT from one server to another,
> > was Statistics working before the move?
> >
> > Did you move it by installing as if a clean installation on the new
> > server, or did you just copy /opt/rt3?
> >
> > You definitely should *not* just unpack the archive in /opt/rt3,
> follow
> > the instructions in the README file to run make. Since you've
> unpacked
> > the archive directly, if it was me, I'd remove /opt/rt3 and start
> over
> > (since rt doesn't take that long to install). The errors that your
> > seeing don't ring any bells with me as to what the problem is.
> >
> > --
> >
> > Kelly F. Hickel
> > Senior Software Architect
> > MQSoftware, Inc
> > 952.345.8677
> > [EMAIL PROTECTED]
> >
> >
> > > -Original Message-
> > > From: [EMAIL PROTECTED] [mailto:rt-users-
> > > [EMAIL PROTECTED] On Behalf Of Paul Crossman
> > > Sent: Monday, May 22, 2006 1:25 PM
> > > To: rt-users@lists.bestpractical.com
> > > Subject: [rt-users] RTx::Statistics install issues (found a
> thread,but
> > > no resolution)
> > >
> > > I'm having issues with an RTx::Statistics 1.0.8 installation and
> this
> > > thread in the list
> > >
> (http://archives.free.net.ph/message/20060105.052158.ffebdbaa.en.html)
> > > is the exact problem I'm having, however the thread just ends with
> no
> > > resolution. If you are one of the posters having this problem
> (Bill
> > > and/or Austin), could you contact me with your eventual solution
> if
> > > you
> > > ever found one?
> > >
> > > I'm moving my RT installation from one RHEL sever to another and
> the
> > > link for Statistics doesn't show up on the left column on the new
> > > server.
> > >
> > > The only strange thing I can see is this error appears on my
> apache
> > > error.log.
> > >
> > > [Mon May 22 11:47:08 2006] [error] [client 1.2.3.4] FastCGI:
> server
> > > "/opt/rt3/bin/mason_handler.fcgi" stderr: Use of uninitialized
> value
> > > in
> > > length at
> /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Resolver/File.pm
> > > line 52., referer: http://myrtserver.tvguide.com/rt/
> > >
> > > Current config:
> > > RT 3.4.2
> > > RHEL 4
> > >
> > > I've tried both using the Makefile and just copying the files to
> > > /opt/rt3/share.
> > >
> > > I can go to links by hand, but I can't click on any in the Stats
> > > screens. I get HTTP errors.
> > >
> > > Example:
> > >
> > > System error
> > > error:could not find component for initial path
> > > '/RTx/OpenStalled/index.html' (component roots are:
> > > '/opt/rt3/local/html', '/opt/rt3/share/html')
> > > context:
> > > ...
> > > 200: $self->{out_method} = sub { $$bufref .= $_[0] };
> > > 201: }
> > > 202: $self->{use_internal_component_caches} =
> > > 203: $self->{interp}->use_internal_component_caches;
> > > 204: $self->_initialize;
> > > 205:
> > > 206: return $self;
> > > 207: }
> > > 208:
> &
RE: [rt-users] RTx::Statistics install issues (found a thread, but no resolution)
Paul,
You said that you're moving your RT from one server to another,
was Statistics working before the move?
Did you move it by installing as if a clean installation on the new
server, or did you just copy /opt/rt3?
You definitely should *not* just unpack the archive in /opt/rt3, follow
the instructions in the README file to run make. Since you've unpacked
the archive directly, if it was me, I'd remove /opt/rt3 and start over
(since rt doesn't take that long to install). The errors that your
seeing don't ring any bells with me as to what the problem is.
--
Kelly F. Hickel
Senior Software Architect
MQSoftware, Inc
952.345.8677
[EMAIL PROTECTED]
> -Original Message-
> From: [EMAIL PROTECTED] [mailto:rt-users-
> [EMAIL PROTECTED] On Behalf Of Paul Crossman
> Sent: Monday, May 22, 2006 1:25 PM
> To: rt-users@lists.bestpractical.com
> Subject: [rt-users] RTx::Statistics install issues (found a thread,but
> no resolution)
>
> I'm having issues with an RTx::Statistics 1.0.8 installation and this
> thread in the list
> (http://archives.free.net.ph/message/20060105.052158.ffebdbaa.en.html)
> is the exact problem I'm having, however the thread just ends with no
> resolution. If you are one of the posters having this problem (Bill
> and/or Austin), could you contact me with your eventual solution if
> you
> ever found one?
>
> I'm moving my RT installation from one RHEL sever to another and the
> link for Statistics doesn't show up on the left column on the new
> server.
>
> The only strange thing I can see is this error appears on my apache
> error.log.
>
> [Mon May 22 11:47:08 2006] [error] [client 1.2.3.4] FastCGI: server
> "/opt/rt3/bin/mason_handler.fcgi" stderr: Use of uninitialized value
> in
> length at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Resolver/File.pm
> line 52., referer: http://myrtserver.tvguide.com/rt/
>
> Current config:
> RT 3.4.2
> RHEL 4
>
> I've tried both using the Makefile and just copying the files to
> /opt/rt3/share.
>
> I can go to links by hand, but I can't click on any in the Stats
> screens. I get HTTP errors.
>
> Example:
>
> System error
> error:could not find component for initial path
> '/RTx/OpenStalled/index.html' (component roots are:
> '/opt/rt3/local/html', '/opt/rt3/share/html')
> context:
> ...
> 200: $self->{out_method} = sub { $$bufref .= $_[0] };
> 201: }
> 202: $self->{use_internal_component_caches} =
> 203: $self->{interp}->use_internal_component_caches;
> 204: $self->_initialize;
> 205:
> 206: return $self;
> 207: }
> 208:
> ...
> code stack:
> /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm:204
> /usr/lib/perl5/site_perl/5.8.5/Class/Container.pm:275
> /usr/lib/perl5/site_perl/5.8.5/Class/Container.pm:353
> /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Interp.pm:348
> /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Interp.pm:342
> /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm:123
> /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm:73
> /opt/rt3/bin/mason_handler.fcgi:76
> raw error
>
>
> Any help would be appreciated.
>
> Thanks,
> Paul C.
>
> ___
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: [EMAIL PROTECTED]
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
>
> We're hiring! Come hack Perl for Best Practical:
> http://bestpractical.com/about/jobs.html
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http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
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Commercial support: [EMAIL PROTECTED]
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RE: [rt-users] mysql password problems
If you haven't explicitly set a mysql password for the root user, then there isn't one. Remove the '-p' from command line, and if you're logged in as root, you shouldn't even need the -u root. -- Kelly F. Hickel Senior Software Architect MQSoftware, Inc 952.345.8677 [EMAIL PROTECTED] > -Original Message- > From: [EMAIL PROTECTED] [mailto:rt-users- > [EMAIL PROTECTED] On Behalf Of Thornton, Patrick J > Sent: Friday, May 05, 2006 2:05 PM > To: Justin Findlay; rt-users@lists.bestpractical.com > Subject: RE: [rt-users] mysql password problems > > This may be a dumb question, but are you sure the mysql daemon is > running? > > (Something like "# ps -ef | grep mysqld" should tell you) > > > > -Original Message- > From: [EMAIL PROTECTED] > [mailto:[EMAIL PROTECTED] On Behalf Of Justin > Findlay > Sent: Friday, May 05, 2006 2:22 PM > To: rt-users@lists.bestpractical.com > Subject: [rt-users] mysql password problems > > I apologize if this question is off topic, yet I am a MySQL newbie and > haven't found any resolution on my own. I've been following this > install guide > > http://wiki.bestpractical.com/index.cgi?RHEL4InstallGuide > > and everything seems to work except this command: > > # mysqladmin -u root password newpass > mysqladmin: connect to server at 'localhost' failed > error: 'Access denied for user 'root'@'localhost' (using password: > NO)' > > I've also tried this alternate syntax: > > # mysqladmin -uroot -p create > Enter password: > mysqladmin: connect to server at 'localhost' failed > error: 'Access denied for user 'root'@'localhost' (using password: > YES)' > > What can I do? > > > Justin > ___ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: [EMAIL PROTECTED] > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: > http://bestpractical.com/about/jobs.html > > ___ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: [EMAIL PROTECTED] > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: > http://bestpractical.com/about/jobs.html ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
RE: [rt-users] cc only kinda working
This is the default behavior. Clipped from /opt/rt3/etc/RT_Config.pm: # By default, RT doesn't notify the person who performs an update, as they # already know what they've done. If you'd like to change this behaviour, # Set $NotifyActor to 1 Set($NotifyActor, 0); NOTE: if you want to change this, add: Set($NotifyActor, 1); To /opt/rt3/etc/RT_SiteConfig.pm (don't ever change RT_Config.pm itself). -- Kelly F. Hickel Senior Software Architect MQSoftware, Inc 952.345.8677 [EMAIL PROTECTED] > -Original Message- > From: [EMAIL PROTECTED] [mailto:rt-users- > [EMAIL PROTECTED] On Behalf Of [EMAIL PROTECTED] > rapids.mi.us > Sent: Wednesday, April 26, 2006 3:05 PM > To: [EMAIL PROTECTED]; [EMAIL PROTECTED]; rt- > [EMAIL PROTECTED] > Subject: RE: [rt-users] cc only kinda working > > I have found that RT never emails you if you enter your address and > are logged in as that user (with that address). > > Yes indeed kind of strange, but maybe it figures why send an email to > yourself when you are the one doing the updating/creating etc. ?? > > T.J. Maciak > > Internet/Intranet Developer > Department of IT > City of Grand Rapids > P: (616)456-3713 > F: (616)456-3448 > > > -Original Message- > From: kate.wilson [mailto:[EMAIL PROTECTED] > Sent: Wednesday, April 26, 2006 4:01 PM > To: 'Kristopher Lusk'; kate.wilson; rt-users@lists.bestpractical.com > Subject: RE: [rt-users] cc only kinda working > > If add [EMAIL PROTECTED] into the cc field and then click > save > changes then update the following gets placed in the ticket: > > "RT-Send-CC: [EMAIL PROTECTED]" > > But in the outgoing email, the cc does not get added. this is very > strange. > could it be a permissioning thing or perhaps a scrip issue? > > thanks for helping me try to sort this out! > > _kate > > -Original Message- > From: Kristopher Lusk [mailto:[EMAIL PROTECTED] > Sent: Wednesday, April 26, 2006 3:43 PM > To: 'kate.wilson'; rt-users@lists.bestpractical.com > Subject: RE: [rt-users] cc only kinda working > > > You're welcome. > > Hmmm that's interesting. Well, I'm not sure how to fix that in the > code. > But if you click the [Save Changes] button before you click the > [Update > Ticket] button, don't the new CCs you add in the 'CC:' text box get > added to > the list of recipients below the 'Message:' text box? > > Kris > > -Original Message- > From: kate.wilson [mailto:[EMAIL PROTECTED] > Sent: Wednesday, April 26, 2006 2:32 PM > To: 'Kristopher Lusk'; kate.wilson; rt-users@lists.bestpractical.com > Subject: RE: [rt-users] cc only kinda working > > Thank you for the response! > > I have the default already set up: > "On Correspond Notify Requestors and Ccs with template Correspondence" > > and it does notify CC's that have been assigned below the message text > bow, > just not the one above it. > > > > > -Original Message- > From: Kristopher Lusk [mailto:[EMAIL PROTECTED] > Sent: Wednesday, April 26, 2006 3:26 PM > To: 'kate.wilson'; rt-users@lists.bestpractical.com > Subject: RE: [rt-users] cc only kinda working > > > You need a Scrip that says "On Correspond Notify Ccs with template > Correspondence". You probably just have one that says "On Correspond > Notify > AdminCcs with template Correspondence". > > Kris > > -Original Message- > From: [EMAIL PROTECTED] > [mailto:[EMAIL PROTECTED] On Behalf Of > kate.wilson > Sent: Wednesday, April 26, 2006 2:04 PM > To: 'rt-users@lists.bestpractical.com' > Subject: [rt-users] cc only kinda working > > I have RT 3.4.4 installed and has been used for a while now. Here's my > problem: > > In a ticket that already exists, a user click reply. IF the user adds > an > email address into "CC" at the top of the ticket (right above the > "subject" > field) the email does not go to that recipient. Now, anyone that is on > the > "cc" list below the "Message" box on the ticket gets a copy of it just > fine > (i.e. the watch as cc people). > > What am i obviosuly overlooking here? > > Thanks! > > _Kate Wilson > > > > ___ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: [EMAIL PROTECTED] > > > Discover RT's hidden secrets with RT Essentials from O
[rt-users] getting RT to work with mod_perl 2.0 (specifically on Centos 4) (updated wiki)
I just rebuild a box with the latest Centos and put RT on it. I ran into the usual problems with mod_perl 2.0, and didn’t remember how I solved it before, so I worked it out again. This time, I was smart enough to put it on the wiki! http://wiki.bestpractical.com/index.cgi?RPMInstall (incidentally, I used to be able to log into the wiki so that changes were flagged with my name, this time I couldn’t find a way to login. Does anyone know what’s up with that?) -- Kelly F. Hickel Senior Software Architect MQSoftware, Inc 952.345.8677 [EMAIL PROTECTED] ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
RE: [rt-users] RTx-Statistics Permissions Question
Check Statistics.pm, if the line below is set to 1 instead of the default of zero, then users must have the ShowConfigTab right. # Set to one to prevent users without the ShowConfigTab right from seeing Statistics $RestrictAccess = 0; -- Kelly F. Hickel Senior Software Architect MQSoftware, Inc 952.345.8677 [EMAIL PROTECTED] From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Jason Hane Sent: Monday, April 17, 2006 10:37 AM To: rt-users@lists.bestpractical.com Subject: [rt-users] RTx-Statistics Permissions Question I have other groups in the company that want to use the RTx-Statistics package. I have it all set up and my group has access to it, but other groups don't. What permissions do they need to be able to use it? Thanks, Jason Hane Systems Administrator GSI Commerce Solutions, Inc. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
[rt-users] Integrate RT and bugzilla?
We’re considering using RT for our developers for day to day task management. Our defect database would stay in bugzilla, so I’m looking for a way to integrate the two. I know that I can put links on RT tickets to link them to bugzilla tickets, but I’m hoping there’s some higher degree of integration possible. Has anyone got any experience with this? Google shows that people have been playing with this as far back as 2000, but I couldn’t find anything constructive for RT3, and the wiki has nothing…… -- Kelly F. Hickel Senior Software Architect MQSoftware, Inc 952.345.8677 [EMAIL PROTECTED] ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
