Announce RTIR 1.2 beta 2 (v 1.1.3)

I’m pleased to announce the second beta release of RTIR 1.2 (Tagged as
1.1.3). This release features additional code cleanup and abstraction
to make the codebase easier to maintain and modify. At this point,
we’d very much like to hear back from users about how RT 3.2.2 / RTIR
1.1.3 feel in testing scenarios before we bump the version to 1.2.0.

You can download the latest release at:

http://download.bestpractical.com/pub/rt/devel/rtir-1.1.3.tar.gz
http://download.bestpractical.com/pub/rt/devel/rtir-1.1.3.tar.gz.sig

Best,

Jesse Vincent
Best Practical

Hey Jesse/Everyone,

I have been looking into RTIR recently to evaluate it for use in a corporate security environment. I am curious if anyone may be using it for such that might have some mini-howto documentation about how they actually use this solution in their environment? The documentation on this module is somewhat scarce at this point, and I am really wondering how others use this. It may be overkill for the application I am thinking of, but I really like the idea of coordinating “incidents” together with all related blocked systems, automating some of the effort in blocking X many systems and reporting them to appropriate responders in batch, etc. It is just not clear to me how all this is designed to work out of the box, aside from creating a plethora of linked tickets. :wink:

Just as an example, the docs don’t even mention that you need to browse to /RTIR/ after installing this, as there does not appear to be any Tabs added by default to the main RT pages (fwiw, I added one of my own).

Also, in looking at the recent RT 3.2.2/RTIR 1.1.3 release I have some questions:

  1. I am trying to understand what happened in the blocks queue. At one point I saw options for “Activating” blocks (I know it was in an earlier version, but I thought I saw a glimpse somewhere in this version right after creating a block, but haven’t found it again). When I view blocked tickets I have Reply/Comment options and it shows the uneditable status on the /RTIR/Update.html page, but not a direct way to change these settings? I see that the first reply to a blocked item sets it from Pending Activation to Active, and the third from Active to Pending Removal. But then I don’t see how it goes to Removed? (I realize these are overloading of the standard ticket states, but via 1.1.3 RTIR interface there does not appear to be a way to edit the state directly?) Am I missing something?

  2. Has there been any thought to adding context-sensitive online help to RT in general? This might go a long way to help improving self-documentation of the platform itself? (Yes I know most of it is fairly straightforward, but still, sometimes a hint about what particular fields are intended for, tips about email usage (-comments@ aliases that some people use, etc) would be nice things to document. Some of this would of course be site-specific, but if the framework was standardized…

Sorry to be somewhat vague in my explanation above. Just understanding what you are “suppose” to see after installing some of these cool modules like this is tricky without more documentation. Some screenshots added to the Wiki would be nice (I know these things have been changing a lot in recent versions as well).

Thanks,
Brian

Hey Jesse/Everyone,

I have been looking into RTIR recently to evaluate it for use in a
corporate security environment. I am curious if anyone may be using it
for such that might have some mini-howto documentation about how they
actually use this solution in their environment? The documentation on
this module is somewhat scarce at this point, and I am really wondering
how others use this. It may be overkill for the application I am thinking
of, but I really like the idea of coordinating “incidents” together with
all related blocked systems, automating some of the effort in blocking X
many systems and reporting them to appropriate responders in batch, etc.
It is just not clear to me how all this is designed to work out of the
box, aside from creating a plethora of linked tickets. :wink:

Youu’ve had a look at the PDF user guide?

Just as an example, the docs don’t even mention that you need to browse to /RTIR/ after installing this, as there does not appear to be any Tabs added by default to the main RT pages (fwiw, I added one of my own).

There sure should be a tab for RTIR. Did you stop and start apache?

Also, in looking at the recent RT 3.2.2/RTIR 1.1.3 release I have some questions:

  1. Has there been any thought to adding context-sensitive online
    help to RT in general? This might go a long way to help improving
    self-documentation of the platform itself? (Yes I know most of it is
    fairly straightforward, but still, sometimes a hint about what particular
    fields are intended for, tips about email usage (-comments@ aliases that
    some people use, etc) would be nice things to document. Some of this
    would of course be site-specific, but if the framework was standardized…

It’s something we’ve discussed in the past, but nothing that actual
customers have come to us looking for or anyone has come to us with
proposed patches for.

Best,

Jesse

Thanks Jesse,

Someone else actually responded off-list with the pointer to the Ch3
draft PDF doc. I did not find it because it does not appear to be
linked in anywhere (such as on your RTIR product page). I only later
found 2 references to it back on the list archives from early this year.
It is helpful but obviously could use some updates. Have you
reconsidered about putting it on the Wiki for people to contribute to?
(You mentioned that in the previous postings I found).

Thanks again, Brian

(Here is my response back to the person that was sent it off list.)

John G said:
There is http://bestpractical.com/rtir/usingrtir.pdf if that is any
use to you.

Hmm, now I feel like I didn’t RTFM, but I didn’t know that this existed.
Shouldn’t this be linked into the RTIR products page and or Wiki? Not
sure where it is linked (I later found it via google in the list
archives?)

Just as an example, the docs don’t even mention that you need to
browse to /RTIR/ after installing this, as there does not appear to
be

any Tabs added by default to the main RT pages (fwiw, I added one of
my own).

This sounds like a bug. RTIR should appear in the left hand side bar.

Try checking the
permissions on the RTIR Callback directory?

Hmm, interesting. “RTIR Home” does appear if I look at something in one
of the related queues, but the “RTIR” link via
/Callbacks/RTIR/Elements/Tabs/Default does not seem to get added to my
menu. I’m still getting used to understanding how Mason really works
(it definitely a cool foundation, but a little difficult to follow all
the relationships looking at it fresh). E.g.

$toptabs->{‘BB-RTIR’} = { title =>loc(“RTIR”),
path => “RTIR/index.html” };

Thanks,
Brian

Thanks Jesse,

Someone else actually responded off-list with the pointer to the Ch3
draft PDF doc. I did not find it because it does not appear to be
linked in anywhere (such as on your RTIR product page). I only later
found 2 references to it back on the list archives from early this year.
It is helpful but obviously could use some updates. Have you
reconsidered about putting it on the Wiki for people to contribute to?

Yeah. It’s really a matter of available time more than anything else. I
need to find the .rtf from the original contract author. At the time
it wasn’t linked because it was a sample chapter from an incomplete
manual. Not actually a good reason.

Jesse

Just as an example, the docs don’t even mention that you need to
browse to /RTIR/ after installing this, as there does not appear to be
any Tabs added by default to the main RT pages (fwiw, I added one of my
own).

That’s a bug that has been discussed here before. It’s a file protection
thing - you need to change the protection on a few files.

Not sure exactly which ones, but
find /usr/local/rt3/share/html/Callbacks -type d -exec chmod 755 {} ;
should fix it.

Bruce.

Bruce Rodger |Bruce.Rodger@strath.ac.uk PGP key available
Network Manager, IT Services |http://www.strath.ac.uk/IT/People/bruce.html
The University of Strathclyde | +44 (0)141 548 3300
Glasgow G4 0LN, Scotland. | Fax 553 4100

Hi,

I’m probably missing something obvious.

When querying for tickets RTIR says:

error: could not find component for path '/Elements/TicketList’
context:
1: <& /Elements/TicketList,
2: RTIRCheck => $RTIRCheck,
3: Query => $Query,
4: AllowSorting => 1,
5: OrderBy => $OrderBy,

code stack:
/usr/share/request-tracker3/html/RTIR/Search/Elements/ShowResults:1
/usr/share/request-tracker3/html/RTIR/Search/Results.html:59
/usr/share/request-tracker3/html/RTIR/autohandler:2
/usr/share/request-tracker3/html/autohandler:200
raw error

could not find component for path ‘/Elements/TicketList’

Rest of the raw error below.

Any clues would be appreciated.

Jan

Trace begun at /usr/share/perl5/HTML/Mason/Request.pm line 996
HTML::Mason::Request::comp(‘HTML::Mason::Request::ApacheHandler=HASH(0x945cd24)’,
’/Elements/TicketList’, ‘RTIRCheck’, undef, ‘Query’, ‘Queue = ‘Incident
Reports’ AND ( ( ‘CF.Incident Reports.{RTIR_State}’ = ‘new’ OR
’CF.Incident Reports.{RTIR_State}’ = ‘open’ ) )’, ‘AllowSorting’, 1,
‘OrderBy’, ‘id’, ‘Order’, ‘ASC’, ‘Rows’, 50, ‘Page’, 1, ‘Format’, ‘‘id/TITLE:#’,^J^I^I^I’Subject/Title:Subject’,^J^I^I^I’CustomField.Incident
Reports.{_RTIR_State}
/Title:State’,^J^I^I^I__LastUpdatedRelative
,^J^I^I^I__CreatedRelative__,^J^I^I^I__NEWLINE__,^J^I^I^I’’,^J^I^I^I__Requestors__,^J^I^I^I__OwnerName__,^J^I^I^I__ToldRelative__,^J^I^I^I__DueRelative__,^J^I^I^I__TimeLeft__’,
‘BaseURL’, ‘/rt/Search/Results.html?’) called at
/usr/share/request-tracker3/html/RTIR/Search/Elements/ShowResults line 1
HTML::Mason::Commands::ANON(‘Query’, ‘Queue = ‘Incident Reports’ AND
( ( ‘CF.Incident Reports.{RTIR_State}’ = ‘new’ OR 'CF.Incident
Reports.{RTIR_State}’ = ‘open’ ) )’, ‘QueryString’,
’&Order=ASC&Query=%28%20%27CF.Incident%20Reports.%7B_RTIR_State%7D%27%20%3D%20%27new%27%20OR%20%27CF.Incident%20Reports.%7B_RTIR_State%7D%27%20%3D%20%27open%27%20%29&Rows=50&OrderBy=id&Page=1&Format=%27%3CB%3E%3CA%20HREF%3D%22%2Frt%2FTicket%2FDisplay.html%3Fid%3D__id
%22%3E__id__%3C%2Fa%3E%3C%2FB%3E%2FTITLE%3A%23%27%2C%0A%09%09%09%27%3CB%3E%3CA%20HREF%3D%22%2Frt%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__Subject__%3C%2Fa%3E%3C%2FB%3E%2FTitle%3ASubject%27%2C%0A%09%09%09%27__CustomField.Incident%20Reports.%7B_RTIR_State%7D__%2FTitle%3AState%27%2C%0A%09%09%09__LastUpdatedRelative__%2C%0A%09%09%09__CreatedRelative__%2C%0A%09%09%09__NEWLINE__%2C%0A%09%09%09%27%27%2C%0A%09%09%09__Requestors__%2C%0A%09%09%09__OwnerName__%2C%0A%09%09%09__ToldRelative__%2C%0A%09%09%09__DueRelative__%2C%0A%09%09%09__TimeLeft__’,
‘Format’, ‘‘id/TITLE:#’,^J^I^I^I’Subject/Title:Subject’,^J^I^I^I’CustomField.Incident
Reports.{_RTIR_State}
/Title:State’,^J^I^I^I__LastUpdatedRelative__,^J^I^I^I__CreatedRelative__,^J^I^I^I__NEWLINE__,^J^I^I^I’’,^J^I^I^I__Requestors__,^J^I^I^I__OwnerName__,^J^I^I^I__ToldRelative__,^J^I^I^I__DueRelative__,^J^I^I^I__TimeLeft__’)
called at /usr/share/perl5/HTML/Mason/Component.pm line 134
HTML::Mason::Component::run(‘HTML::Mason::Component::FileBased=HASH(0x9b38d7c)’,
‘Query’, ‘Queue = ‘Incident Reports’ AND ( ( ‘CF.Incident
Reports.{RTIR_State}’ = ‘new’ OR 'CF.Incident Reports.{RTIR_State}’
= ‘open’ ) )’, ‘QueryString’,
’&Order=ASC&Query=%28%20%27CF.Incident%20Reports.%7B_RTIR_State%7D%27%20%3D%20%27new%27%20OR%20%27CF.Incident%20Reports.%7B_RTIR_State%7D%27%20%3D%20%27open%27%20%29&Rows=50&OrderBy=id&Page=1&Format=%27%3CB%3E%3CA%20HREF%3D%22%2Frt%2FTicket%2FDisplay.html%3Fid%3D__id
%22%3E__id__%3C%2Fa%3E%3C%2FB%3E%2FTITLE%3A%23%27%2C%0A%09%09%09%27%3CB%3E%3CA%20HREF%3D%22%2Frt%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__Subject__%3C%2Fa%3E%3C%2FB%3E%2FTitle%3ASubject%27%2C%0A%09%09%09%27__CustomField.Incident%20Reports.%7B_RTIR_State%7D__%2FTitle%3AState%27%2C%0A%09%09%09__LastUpdatedRelative__%2C%0A%09%09%09__CreatedRelative__%2C%0A%09%09%09__NEWLINE__%2C%0A%09%09%09%27%27%2C%0A%09%09%09__Requestors__%2C%0A%09%09%09__OwnerName__%2C%0A%09%09%09__ToldRelative__%2C%0A%09%09%09__DueRelative__%2C%0A%09%09%09__TimeLeft__’,
‘Format’, ‘‘id/TITLE:#’,^J^I^I^I’Subject/Title:Subject’,^J^I^I^I’CustomField.Incident
Reports.{_RTIR_State}
/Title:State’,^J^I^I^I__LastUpdatedRelative__,^J^I^I^I__CreatedRelative__,^J^I^I^I__NEWLINE__,^J^I^I^I’’,^J^I^I^I__Requestors__,^J^I^I^I__OwnerName__,^J^I^I^I__ToldRelative__,^J^I^I^I__DueRelative__,^J^I^I^I__TimeLeft__’)
called at /usr/share/perl5/HTML/Mason/Request.pm line 1074
eval {…} at /usr/share/perl5/HTML/Mason/Request.pm line 1068
HTML::Mason::Request::comp(undef, undef, ‘Query’, ‘Queue = ‘Incident
Reports’ AND ( ( ‘CF.Incident Reports.{RTIR_State}’ = ‘new’ OR
’CF.Incident Reports.{RTIR_State}’ = ‘open’ ) )’, ‘QueryString’,
’&Order=ASC&Query=%28%20%27CF.Incident%20Reports.%7B_RTIR_State%7D%27%20%3D%20%27new%27%20OR%20%27CF.Incident%20Reports.%7B_RTIR_State%7D%27%20%3D%20%27open%27%20%29&Rows=50&OrderBy=id&Page=1&Format=%27%3CB%3E%3CA%20HREF%3D%22%2Frt%2FTicket%2FDisplay.html%3Fid%3D__id
%22%3E__id__%3C%2Fa%3E%3C%2FB%3E%2FTITLE%3A%23%27%2C%0A%09%09%09%27%3CB%3E%3CA%20HREF%3D%22%2Frt%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__Subject__%3C%2Fa%3E%3C%2FB%3E%2FTitle%3ASubject%27%2C%0A%09%09%09%27__CustomField.Incident%20Reports.%7B_RTIR_State%7D__%2FTitle%3AState%27%2C%0A%09%09%09__LastUpdatedRelative__%2C%0A%09%09%09__CreatedRelative__%2C%0A%09%09%09__NEWLINE__%2C%0A%09%09%09%27%27%2C%0A%09%09%09__Requestors__%2C%0A%09%09%09__OwnerName__%2C%0A%09%09%09__ToldRelative__%2C%0A%09%09%09__DueRelative__%2C%0A%09%09%09__TimeLeft__’,
‘Format’, ‘‘id/TITLE:#’,^J^I^I^I’Subject/Title:Subject’,^J^I^I^I’CustomField.Incident
Reports.{_RTIR_State}
/Title:State’,^J^I^I^I__LastUpdatedRelative__,^J^I^I^I__CreatedRelative__,^J^I^I^I__NEWLINE__,^J^I^I^I’’,^J^I^I^I__Requestors__,^J^I^I^I__OwnerName__,^J^I^I^I__ToldRelative__,^J^I^I^I__DueRelative__,^J^I^I^I__TimeLeft__’)
called at /usr/share/request-tracker3/html/RTIR/Search/Results.html line
59
HTML::Mason::Commands::ANON(‘Order’, ‘ASC’, ‘Query’, ‘( ‘CF.Incident
Reports.{RTIR_State}’ = ‘new’ OR 'CF.Incident Reports.{RTIR_State}’
= ‘open’ )’, ‘Rows’, 50, ‘Queue’, ‘Incident Reports’, ‘OrderBy’, ‘id’,
‘Format’, ‘‘id/TITLE:#’,^J^I^I^I’Subject/Title:Subject’,^J^I^I^I’CustomField.Incident
Reports.{_RTIR_State}
/Title:State’,^J^I^I^I__LastUpdatedRelative
,^J^I^I^I__CreatedRelative__,^J^I^I^I__NEWLINE__,^J^I^I^I’’,^J^I^I^I__Requestors__,^J^I^I^I__OwnerName__,^J^I^I^I__ToldRelative__,^J^I^I^I__DueRelative__,^J^I^I^I__TimeLeft__’,
‘Page’, 1, ‘Order’, ‘ASC’, ‘Query’, ‘( ‘CF.Incident
Reports.{RTIR_State}’ = ‘new’ OR 'CF.Incident Reports.{RTIR_State}’
= ‘open’ )’, ‘Rows’, 50, ‘Queue’, ‘Incident Reports’, ‘OrderBy’, ‘id’,
‘Format’, ‘‘id/TITLE:#’,^J^I^I^I’Subject/Title:Subject’,^J^I^I^I’CustomField.Incident
Reports.{_RTIR_State}
/Title:State’,^J^I^I^I__LastUpdatedRelative
,^J^I^I^I__CreatedRelative__,^J^I^I^I__NEWLINE__,^J^I^I^I’’,^J^I^I^I__Requestors__,^J^I^I^I__OwnerName__,^J^I^I^I__ToldRelative__,^J^I^I^I__DueRelative__,^J^I^I^I__TimeLeft__’,
‘Page’, 1) called at /usr/share/perl5/HTML/Mason/Component.pm line 134
HTML::Mason::Component::run(‘HTML::Mason::Component::FileBased=HASH(0x998f56c)’,
‘Order’, ‘ASC’, ‘Query’, ‘( ‘CF.Incident Reports.{RTIR_State}’ =
‘new’ OR 'CF.Incident Reports.{RTIR_State}’ = ‘open’ )’, ‘Rows’,
50, ‘Queue’, ‘Incident Reports’, ‘OrderBy’, ‘id’, ‘Format’, ‘‘id/TITLE:#’,^J^I^I^I’Subject/Title:Subject’,^J^I^I^I’CustomField.Incident
Reports.{_RTIR_State}
/Title:State’,^J^I^I^I__LastUpdatedRelative
,^J^I^I^I__CreatedRelative__,^J^I^I^I__NEWLINE__,^J^I^I^I’’,^J^I^I^I__Requestors__,^J^I^I^I__OwnerName__,^J^I^I^I__ToldRelative__,^J^I^I^I__DueRelative__,^J^I^I^I__TimeLeft__’,
‘Page’, 1, ‘Order’, ‘ASC’, ‘Query’, ‘( ‘CF.Incident
Reports.{RTIR_State}’ = ‘new’ OR 'CF.Incident Reports.{RTIR_State}’
= ‘open’ )’, ‘Rows’, 50, ‘Queue’, ‘Incident Reports’, ‘OrderBy’, ‘id’,
‘Format’, ‘‘id/TITLE:#’,^J^I^I^I’Subject/Title:Subject’,^J^I^I^I’CustomField.Incident
Reports.{_RTIR_State}
/Title:State’,^J^I^I^I__LastUpdatedRelative
,^J^I^I^I__CreatedRelative__,^J^I^I^I__NEWLINE__,^J^I^I^I’’,^J^I^I^I__Requestors__,^J^I^I^I__OwnerName__,^J^I^I^I__ToldRelative__,^J^I^I^I__DueRelative__,^J^I^I^I__TimeLeft__’,
‘Page’, 1) called at /usr/share/perl5/HTML/Mason/Request.pm line 1074
eval {…} at /usr/share/perl5/HTML/Mason/Request.pm line 1068
HTML::Mason::Request::comp(undef, undef, ‘Order’, ‘ASC’, ‘Query’, ‘(
‘CF.Incident Reports.{RTIR_State}’ = ‘new’ OR 'CF.Incident
Reports.{RTIR_State}’ = ‘open’ )’, ‘Rows’, 50, ‘Queue’, ‘Incident
Reports’, ‘OrderBy’, ‘id’, ‘Format’, ‘‘id/TITLE:#’,^J^I^I^I’Subject/Title:Subject’,^J^I^I^I’CustomField.Incident
Reports.{_RTIR_State}
/Title:State’,^J^I^I^I__LastUpdatedRelative
,^J^I^I^I__CreatedRelative__,^J^I^I^I__NEWLINE__,^J^I^I^I’’,^J^I^I^I__Requestors__,^J^I^I^I__OwnerName__,^J^I^I^I__ToldRelative__,^J^I^I^I__DueRelative__,^J^I^I^I__TimeLeft__’,
‘Page’, 1, ‘Order’, ‘ASC’, ‘Query’, ‘( ‘CF.Incident
Reports.{RTIR_State}’ = ‘new’ OR 'CF.Incident Reports.{RTIR_State}’
= ‘open’ )’, ‘Rows’, 50, ‘Queue’, ‘Incident Reports’, ‘OrderBy’, ‘id’,
‘Format’, ‘‘id/TITLE:#’,^J^I^I^I’Subject/Title:Subject’,^J^I^I^I’CustomField.Incident
Reports.{_RTIR_State}
/Title:State’,^J^I^I^I__LastUpdatedRelative
,^J^I^I^I__CreatedRelative__,^J^I^I^I__NEWLINE__,^J^I^I^I’’,^J^I^I^I__Requestors__,^J^I^I^I__OwnerName__,^J^I^I^I__ToldRelative__,^J^I^I^I__DueRelative__,^J^I^I^I__TimeLeft__’,
‘Page’, 1) called at /usr/share/perl5/HTML/Mason/Request.pm line 760
HTML::Mason::Request::call_next(‘HTML::Mason::Request::ApacheHandler=HASH(0x945cd24)’)
called at /usr/share/request-tracker3/html/RTIR/autohandler line 2
HTML::Mason::Commands::ANON(‘Order’, ‘ASC’, ‘Query’, ‘( ‘CF.Incident
Reports.{RTIR_State}’ = ‘new’ OR 'CF.Incident Reports.{RTIR_State}’
= ‘open’ )’, ‘Rows’, 50, ‘Queue’, ‘Incident Reports’, ‘OrderBy’, ‘id’,
‘Format’, ‘‘id/TITLE:#’,^J^I^I^I’Subject/Title:Subject’,^J^I^I^I’CustomField.Incident
Reports.{_RTIR_State}
/Title:State’,^J^I^I^I__LastUpdatedRelative
,^J^I^I^I__CreatedRelative__,^J^I^I^I__NEWLINE__,^J^I^I^I’’,^J^I^I^I__Requestors__,^J^I^I^I__OwnerName__,^J^I^I^I__ToldRelative__,^J^I^I^I__DueRelative__,^J^I^I^I__TimeLeft__’,
‘Page’, 1, ‘Order’, ‘ASC’, ‘Query’, ‘( ‘CF.Incident
Reports.{RTIR_State}’ = ‘new’ OR 'CF.Incident Reports.{RTIR_State}’
= ‘open’ )’, ‘Rows’, 50, ‘Queue’, ‘Incident Reports’, ‘OrderBy’, ‘id’,
‘Format’, ‘‘id/TITLE:#’,^J^I^I^I’Subject/Title:Subject’,^J^I^I^I’CustomField.Incident
Reports.{_RTIR_State}
/Title:State’,^J^I^I^I__LastUpdatedRelative
,^J^I^I^I__CreatedRelative__,^J^I^I^I__NEWLINE__,^J^I^I^I’’,^J^I^I^I__Requestors__,^J^I^I^I__OwnerName__,^J^I^I^I__ToldRelative__,^J^I^I^I__DueRelative__,^J^I^I^I__TimeLeft__’,
‘Page’, 1) called at /usr/share/perl5/HTML/Mason/Component.pm line 134
HTML::Mason::Component::run(‘HTML::Mason::Component::FileBased=HASH(0x99ef720)’,
‘Order’, ‘ASC’, ‘Query’, ‘( ‘CF.Incident Reports.{RTIR_State}’ =
‘new’ OR 'CF.Incident Reports.{RTIR_State}’ = ‘open’ )’, ‘Rows’,
50, ‘Queue’, ‘Incident Reports’, ‘OrderBy’, ‘id’, ‘Format’, ‘‘id/TITLE:#’,^J^I^I^I’Subject/Title:Subject’,^J^I^I^I’CustomField.Incident
Reports.{_RTIR_State}
/Title:State’,^J^I^I^I__LastUpdatedRelative
,^J^I^I^I__CreatedRelative__,^J^I^I^I__NEWLINE__,^J^I^I^I’’,^J^I^I^I__Requestors__,^J^I^I^I__OwnerName__,^J^I^I^I__ToldRelative__,^J^I^I^I__DueRelative__,^J^I^I^I__TimeLeft__’,
‘Page’, 1, ‘Order’, ‘ASC’, ‘Query’, ‘( ‘CF.Incident
Reports.{RTIR_State}’ = ‘new’ OR 'CF.Incident Reports.{RTIR_State}’
= ‘open’ )’, ‘Rows’, 50, ‘Queue’, ‘Incident Reports’, ‘OrderBy’, ‘id’,
‘Format’, ‘‘id/TITLE:#’,^J^I^I^I’Subject/Title:Subject’,^J^I^I^I’CustomField.Incident
Reports.{_RTIR_State}
/Title:State’,^J^I^I^I__LastUpdatedRelative
,^J^I^I^I__CreatedRelative__,^J^I^I^I__NEWLINE__,^J^I^I^I’’,^J^I^I^I__Requestors__,^J^I^I^I__OwnerName__,^J^I^I^I__ToldRelative__,^J^I^I^I__DueRelative__,^J^I^I^I__TimeLeft__’,
‘Page’, 1) called at /usr/share/perl5/HTML/Mason/Request.pm line 1074
eval {…} at /usr/share/perl5/HTML/Mason/Request.pm line 1068
HTML::Mason::Request::comp(undef, undef, ‘Order’, ‘ASC’, ‘Query’, ‘(
‘CF.Incident Reports.{RTIR_State}’ = ‘new’ OR 'CF.Incident
Reports.{RTIR_State}’ = ‘open’ )’, ‘Rows’, 50, ‘Queue’, ‘Incident
Reports’, ‘OrderBy’, ‘id’, ‘Format’, ‘‘id/TITLE:#’,^J^I^I^I’Subject/Title:Subject’,^J^I^I^I’CustomField.Incident
Reports.{_RTIR_State}
/Title:State’,^J^I^I^I__LastUpdatedRelative
,^J^I^I^I__CreatedRelative__,^J^I^I^I__NEWLINE__,^J^I^I^I’’,^J^I^I^I__Requestors__,^J^I^I^I__OwnerName__,^J^I^I^I__ToldRelative__,^J^I^I^I__DueRelative__,^J^I^I^I__TimeLeft__’,
‘Page’, 1, ‘Order’, ‘ASC’, ‘Query’, ‘( ‘CF.Incident
Reports.{RTIR_State}’ = ‘new’ OR 'CF.Incident Reports.{RTIR_State}’
= ‘open’ )’, ‘Rows’, 50, ‘Queue’, ‘Incident Reports’, ‘OrderBy’, ‘id’,
‘Format’, ‘‘id/TITLE:#’,^J^I^I^I’Subject/Title:Subject’,^J^I^I^I’CustomField.Incident
Reports.{_RTIR_State}
/Title:State’,^J^I^I^I__LastUpdatedRelative
,^J^I^I^I__CreatedRelative__,^J^I^I^I__NEWLINE__,^J^I^I^I’’,^J^I^I^I__Requestors__,^J^I^I^I__OwnerName__,^J^I^I^I__ToldRelative__,^J^I^I^I__DueRelative__,^J^I^I^I__TimeLeft__’,
‘Page’, 1) called at /usr/share/perl5/HTML/Mason/Request.pm line 760
HTML::Mason::Request::call_next(‘HTML::Mason::Request::ApacheHandler=HASH(0x945cd24)’,
‘Order’, ‘ASC’, ‘Query’, ‘( ‘CF.Incident Reports.{RTIR_State}’ =
‘new’ OR 'CF.Incident Reports.{RTIR_State}’ = ‘open’ )’, ‘Rows’,
50, ‘Queue’, ‘Incident Reports’, ‘OrderBy’, ‘id’, ‘Format’, ‘‘id/TITLE:#’,^J^I^I^I’Subject/Title:Subject’,^J^I^I^I’CustomField.Incident
Reports.{_RTIR_State}
/Title:State’,^J^I^I^I__LastUpdatedRelative
,^J^I^I^I__CreatedRelative__,^J^I^I^I__NEWLINE__,^J^I^I^I’’,^J^I^I^I__Requestors__,^J^I^I^I__OwnerName__,^J^I^I^I__ToldRelative__,^J^I^I^I__DueRelative__,^J^I^I^I__TimeLeft__’,
‘Page’, 1) called at /usr/share/request-tracker3/html/autohandler line 200
HTML::Mason::Commands::ANON(‘Order’, ‘ASC’, ‘Query’, ‘( ‘CF.Incident
Reports.{RTIR_State}’ = ‘new’ OR 'CF.Incident Reports.{RTIR_State}’
= ‘open’ )’, ‘Rows’, 50, ‘Queue’, ‘Incident Reports’, ‘OrderBy’, ‘id’,
‘Format’, ‘‘id/TITLE:#’,^J^I^I^I’Subject/Title:Subject’,^J^I^I^I’CustomField.Incident
Reports.{_RTIR_State}
/Title:State’,^J^I^I^I__LastUpdatedRelative
,^J^I^I^I__CreatedRelative__,^J^I^I^I__NEWLINE__,^J^I^I^I’’,^J^I^I^I__Requestors__,^J^I^I^I__OwnerName__,^J^I^I^I__ToldRelative__,^J^I^I^I__DueRelative__,^J^I^I^I__TimeLeft__’,
‘Page’, 1) called at /usr/share/perl5/HTML/Mason/Component.pm line 134
HTML::Mason::Component::run(‘HTML::Mason::Component::FileBased=HASH(0x99a4dd8)’,
‘Order’, ‘ASC’, ‘Query’, ‘( ‘CF.Incident Reports.{RTIR_State}’ =
‘new’ OR 'CF.Incident Reports.{RTIR_State}’ = ‘open’ )’, ‘Rows’,
50, ‘Queue’, ‘Incident Reports’, ‘OrderBy’, ‘id’, ‘Format’, ‘‘id/TITLE:#’,^J^I^I^I’Subject/Title:Subject’,^J^I^I^I’CustomField.Incident
Reports.{_RTIR_State}
/Title:State’,^J^I^I^I__LastUpdatedRelative
,^J^I^I^I__CreatedRelative__,^J^I^I^I__NEWLINE__,^J^I^I^I’’,^J^I^I^I__Requestors__,^J^I^I^I__OwnerName__,^J^I^I^I__ToldRelative__,^J^I^I^I__DueRelative__,^J^I^I^I__TimeLeft__’,
‘Page’, 1) called at /usr/share/perl5/HTML/Mason/Request.pm line 1069
eval {…} at /usr/share/perl5/HTML/Mason/Request.pm line 1068
HTML::Mason::Request::comp(undef, undef, undef, ‘Order’, ‘ASC’, ‘Query’,
’( ‘CF.Incident Reports.{RTIR_State}’ = ‘new’ OR 'CF.Incident
Reports.{RTIR_State}’ = ‘open’ )’, ‘Rows’, 50, ‘Queue’, ‘Incident
Reports’, ‘OrderBy’, ‘id’, ‘Format’, ‘‘id/TITLE:#’,^J^I^I^I’Subject/Title:Subject’,^J^I^I^I’CustomField.Incident
Reports.{_RTIR_State}
/Title:State’,^J^I^I^I__LastUpdatedRelative
,^J^I^I^I__CreatedRelative__,^J^I^I^I__NEWLINE__,^J^I^I^I’’,^J^I^I^I__Requestors__,^J^I^I^I__OwnerName__,^J^I^I^I__ToldRelative__,^J^I^I^I__DueRelative__,^J^I^I^I__TimeLeft__’,
‘Page’, 1) called at /usr/share/perl5/HTML/Mason/Request.pm line 338
eval {…} at /usr/share/perl5/HTML/Mason/Request.pm line 338
eval {…} at /usr/share/perl5/HTML/Mason/Request.pm line 297
HTML::Mason::Request::exec(‘HTML::Mason::Request::ApacheHandler=HASH(0x945cd24)’)
called at /usr/share/perl5/HTML/Mason/ApacheHandler.pm line 134
eval {…} at /usr/share/perl5/HTML/Mason/ApacheHandler.pm line 134
HTML::Mason::Request::ApacheHandler::exec(‘HTML::Mason::Request::ApacheHandler=HASH(0x945cd24)’)
called at /usr/share/perl5/HTML/Mason/ApacheHandler.pm line 793
HTML::Mason::ApacheHandler::handle_request(‘HTML::Mason::ApacheHandler=HASH(0x91e1f14)’,
‘Apache::RequestRec=SCALAR(0x9c759b0)’) called at
/usr/share/request-tracker3/libexec/webmux.pl line 139
eval {…} at /usr/share/request-tracker3/libexec/webmux.pl line 139
RT::Mason::handler(‘Apache::RequestRec=SCALAR(0x9c759b0)’) called at -e
line 0
eval {…} at -e line 0

Hi,

I’m probably missing something obvious.

What RT are you running against?

-j

I’m probably missing something obvious.

What RT are you running against?

ii request-tracke 3.0.12-3 Extensible trouble-ticket tracking
system

Jan

http://www.surfnet.nl/organisatie/jame

I’m probably missing something obvious.

What RT are you running against?

ii request-tracke 3.0.12-3 Extensible trouble-ticket tracking
system

From the README:

REQUIRED PACKAGES:

o RT 3.2.2 or later, configured, installed and tested.

What RT are you running against?

ii request-tracke 3.0.12-3 Extensible trouble-ticket tracking
system

From the README:

REQUIRED PACKAGES:

o RT 3.2.2 or later, configured, installed and tested.

Blush, when I saw it was 3.0.12 in the Debian packages I checked for the
latest RT version, saw it was 3.2, checked the README and was just about
to write ‘stupid me, not reading the readme’.

That’s one drink for you :wink:

Jan

http://www.surfnet.nl/organisatie/jame

Blush, when I saw it was 3.0.12 in the Debian packages I checked for the
latest RT version, saw it was 3.2, checked the README and was just about
to write ‘stupid me, not reading the readme’.

That’s one drink for you :wink:

I’ll even be in Amsterdam to collect in about a week and a half. :wink:

To get into slightly more detail on requirements and versions:

RT 3.2.3 and RT 3.4 contain a couple of changes to how we render ticket
lists that the current version of RTIR in subversion (our revision
control system) takes advantage of. We’ve currently got a laundry list
of about 10 minor-to-medium issues in the RTIR RCs that I’m hoping to
have someone apply patches for in the next week or two (before the next
RTIR meetup). After that, another RC and hopefully an official release that
works fine with RT 3.2 and 3.4.

Jesse

-----BEGIN PGP SIGNED MESSAGE-----

Jan,

What RT are you running against?

ii request-tracke 3.0.12-3 Extensible trouble-ticket tracking
system

From the README:

REQUIRED PACKAGES:

o RT 3.2.2 or later, configured, installed and tested.

Blush, when I saw it was 3.0.12 in the Debian packages I checked for the latest RT version, saw it was 3.2, checked the
README and was just about to write ‘stupid me, not reading the readme’.

I use Debian as well, however I only installed the RT package to solve all perl packages dependancies,
removed RT again and install the latest RT/RTIR by hand. This all seems to work fine, besides the
fact, that we still can’t work with the blocks.
We can’t activate blocks - no buttons no links, whatsoever - Jesse any idea?

- Peter

That’s one drink for you :wink:

Jan


http://www.surfnet.nl/organisatie/jame


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Bruce Rodger wrote:

Just as an example, the docs don’t even mention that you need to
browse to /RTIR/ after installing this, as there does not appear to be
any Tabs added by default to the main RT pages (fwiw, I added one of my
own).

That’s a bug that has been discussed here before. It’s a file protection
thing - you need to change the protection on a few files.

Not sure exactly which ones, but
find /usr/local/rt3/share/html/Callbacks -type d -exec chmod 755 {} ;
should fix it.

When installing vanilla request-tracker3.2 on Debian and then
rtir-1.1.3, rtir install takes care of file access, but apparently
"forgets" to copy IR.pm to its destination which obviously results in an
error dump right after logging in.

This can be fixed by manually copying path_to_rtir_source/lib/RT/IR.pm
to path_to_rt/lib/RT/

Regards,
Przemek

[przemek@cert.pl - Sat Jan 22 06:39:09 2005]:

Not sure exactly which ones, but
find /usr/local/rt3/share/html/Callbacks -type d -exec chmod 755 {} ;
should fix it.

When installing vanilla request-tracker3.2 on Debian and then
rtir-1.1.3, rtir install takes care of file access, but apparently
"forgets" to copy IR.pm to its destination which obviously results in an
error dump right after logging in.

This can be fixed by manually copying path_to_rtir_source/lib/RT/IR.pm
to path_to_rt/lib/RT/

The build system has been completely overhauled for 1.1.4. We now use
Module::Install::RTx, which is much smarter about all this.