Announcement RTx::Statistics 0.1.7 available (was RE: blank pages after statistics install)

RT Users
1

OK,
I’ve put in the changes from Les, Todd and Stephen, I’ve test it with a queue named “test(paren)”, and it seems to work.

Hopefully this will fix those folks that are seeing the blank pages.

Download from the usual place.

-KellyFrom: rt-users-bounces@lists.bestpractical.com on behalf of Kelly F. Hickel
Sent: Thu 12/22/2005 5:15 PM
To: Todd Chapman; Jesse Vincent
Cc: Rob Wilson; rt-users@lists.bestpractical.com
Subject: RE: [rt-users] blank pages after statistics install
DAMN. I renamed the file but forgot to rename the variable.

OK, well, no promises, but I’ll try to get out a 0.1.7 with this change
in the next few days…

Watch this space…

Kelly F. Hickel
Senior Software Architect
MQSoftware, Inc
952.345.8677
kfh@mqsoftware.com

-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-
bounces@lists.bestpractical.com] On Behalf Of Todd Chapman
Sent: Thursday, December 22, 2005 4:51 PM
To: Jesse Vincent
Cc: Rob Wilson; rt-users@lists.bestpractical.com
Subject: Re: [rt-users] blank pages after statistics install

It’s probably because component
html/RTx/Statistics/Elements/StatColumnMap
which declares global $COLUMN_MAP, thus clobbering
the one RT declares.

Whoever the author is needs to give it a unique name.

Been there, done that…

-Todd

So if it works, it’s a Christmas present;
And if it doesn’t you can blame it on the Egg Nog?

In this case “It” is Jifty, our new Web application framework,
complete
with automatic database setup and upgrade support, a clean new
syntax
for model class definitions, AJAX support (with equivalent
functionality
for non-AJAX browsers), support for continuations-based web
programming
and a built in database admin UI.

We’re using it for a “new thing” that’s not quite ready for release
yet,
but when I tried to create the second application (a wiki), it took
me
about two hours (and less than 100loc) to go from 0 to Wiki. We’ve
since refined things quite a bit. I’m pretty sure I could build the
same
thing on stage in < 10 minutes and 20 loc. :wink:

Oh, and it comes with a pony.

Jesse

The rt-users Archives

Be sure to check out the RT Wiki at http://wiki.bestpractical.com

Download a free sample chapter of RT Essentials from O’Reilly Media
at
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and
San Francisco - Find out more at
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San Francisco - Find out more at http://bestpractical.com/services/training.html

2

Kelly, I just installed this on my test server. every time I click on
ticket trends by day RT crashes.
I did remove the mason_data/obj directory and then restarted apache.

Rob

3

-----Original Message-----
From: Rob Wilson [mailto:robw@plattformad.com]
Sent: Friday, December 23, 2005 6:22 AM
To: Kelly F. Hickel
Cc: todd@chaka.net; jesse@bestpractical.com; robw@plattformad.com; rt-
users@lists.bestpractical.com
Subject: Re: Announcement RTx::Statistics 0.1.7 available (was RE:
[rt-
users] blank pages after statistics install)

Kelly, I just installed this on my test server. every time I click on
ticket trends by day RT crashes.
I did remove the mason_data/obj directory and then restarted apache.

Rob

Rob, are there any errors anywhere? When you say RT crashes, do you
mean that the http server itself is going down? Or An RT process in it?
Does the browser show anything?
This page is working fine in my test setup…

-Kelly

OK,
I’ve put in the changes from Les, Todd and Stephen, I’ve test it
with a
queue named “test(paren)”, and it seems to work.

Hopefully this will fix those folks that are seeing the blank pages.

Download from the usual place.

-Kelly

-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com on behalf of
Kelly F.
Hickel Sent: Thu 12/22/2005 5:15 PM
To: Todd Chapman; Jesse Vincent
Cc: Rob Wilson; rt-users@lists.bestpractical.com
Subject: RE: [rt-users] blank pages after statistics install
DAMN. I renamed the file but forgot to rename the variable.

OK, well, no promises, but I’ll try to get out a 0.1.7 with this
change
in the next few days…

Watch this space…

–

Kelly F. Hickel
Senior Software Architect
MQSoftware, Inc
952.345.8677
kfh@mqsoftware.com

-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-
bounces@lists.bestpractical.com] On Behalf Of Todd Chapman
Sent: Thursday, December 22, 2005 4:51 PM
To: Jesse Vincent
Cc: Rob Wilson; rt-users@lists.bestpractical.com
Subject: Re: [rt-users] blank pages after statistics install

It’s probably because component
html/RTx/Statistics/Elements/StatColumnMap
which declares global $COLUMN_MAP, thus clobbering
the one RT declares.

Whoever the author is needs to give it a unique name.

Been there, done that…

-Todd

So if it works, it’s a Christmas present;
And if it doesn’t you can blame it on the Egg Nog?

In this case “It” is Jifty, our new Web application framework,
complete
with automatic database setup and upgrade support, a clean new
syntax
for model class definitions, AJAX support (with equivalent
functionality
for non-AJAX browsers), support for continuations-based web
programming
and a built in database admin UI.

We’re using it for a “new thing” that’s not quite ready for
release
yet,
but when I tried to create the second application (a wiki), it
took
me
about two hours (and less than 100loc) to go from 0 to Wiki.
We’ve
since refined things quite a bit. I’m pretty sure I could build
the
same
thing on stage in < 10 minutes and 20 loc. :wink:

Oh, and it comes with a pony.

Jesse

The rt-users Archives

Be sure to check out the RT Wiki at http://wiki.bestpractical.com

Download a free sample chapter of RT Essentials from O’Reilly
Media
at
http://rtbook.bestpractical.com

WE’RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston
and
San Francisco - Find out more at
http://bestpractical.com/services/training.html

The rt-users Archives

Be sure to check out the RT Wiki at http://wiki.bestpractical.com

Download a free sample chapter of RT Essentials from O’Reilly Media
at
http://rtbook.bestpractical.com

WE’RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston
and
San Francisco - Find out more at
http://bestpractical.com/services/training.html

The rt-users Archives

Be sure to check out the RT Wiki at http://wiki.bestpractical.com

Download a free sample chapter of RT Essentials from O’Reilly Media
at
http://rtbook.bestpractical.com

WE’RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston
and

4

The 0.1.7 version has corrected the blank page problem for me. Thanks
for the quick fix!

I am not experiencing the crashing problem with Ticket Trends by Day
that Rob Wilson pointed out. However, the data presented by that page
is incorrect. According to that page, the number of tickets created is
less than the number of tickets resolved – which is obviously wrong,
unless I am misunderstanding the basic premise of the page. As a
point of comparison, the Time To Resolve page does correctly show the
number of created tickets as equal to or larger than the number of resolved
tickets. My guess is that the algorithm for calculating the number of
tickets created is wrong on the Trends page, but I haven’t yet looked at
the code to verify that.

Also, the Multiple Queues page produces incorrect results when a status
of new or open is selected. As best as I can tell, it is showing the
total number of tickets processed through the selected queue (since the
creation of the queue) instead of the number of new/open tickets on a
specific day. Selecting a stalled/resolved/rejected/deleted status
produces the correct results.

TreyOn 12/22/2005 7:21 PM, Kelly F. Hickel wrote:

OK,
I’ve put in the changes from Les, Todd and Stephen, I’ve test it with a queue named “test(paren)”, and it seems to work.

Hopefully this will fix those folks that are seeing the blank pages.

Download from the usual place.

-Kelly

-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com on behalf of Kelly F. Hickel
Sent: Thu 12/22/2005 5:15 PM
To: Todd Chapman; Jesse Vincent
Cc: Rob Wilson; rt-users@lists.bestpractical.com
Subject: RE: [rt-users] blank pages after statistics install
DAMN. I renamed the file but forgot to rename the variable.

OK, well, no promises, but I’ll try to get out a 0.1.7 with this change
in the next few days…

Watch this space…

5

I am not experiencing the crashing problem with Ticket Trends by Day
that Rob Wilson pointed out. However, the data presented by that page
is incorrect. According to that page, the number of tickets created is
less than the number of tickets resolved – which is obviously wrong,
unless I am misunderstanding the basic premise of the page. As a
point of comparison, the Time To Resolve page does correctly show the
number of created tickets as equal to or larger than the number of resolved
tickets. My guess is that the algorithm for calculating the number of
tickets created is wrong on the Trends page, but I haven’t yet looked at
the code to verify that.

I found the problem. The logic for determining whether a ticket should be
counted as deleted or created was wrong. Here is a context patch to
correct the code:

*** share/html/RTx/Statistics/DayOfWeek/index.html Wed Dec 21 07:25:35 2005
— local/html/RTx/Statistics/DayOfWeek/index.html Fri Dec 23 13:15:09 2005
*** 143,157 ****
if($t->Status eq “resolved”) {
$counts[(localtime($t->ResolvedObj->Unix))[6]]{resolved}++;
$Totals{resolved}++;

  •   } else {

  •     if($t->Status eq "deleted") {

  •       $counts[(localtime($t->LastUpdatedObj->Unix))[6]]{deleted}++;

  •       $Totals{deleted}++;

  •     } else {

  •       $counts[(localtime($t->CreatedObj->Unix))[6]]{created}++;

  •       $Totals{created}++;

  •     }
   }
 }
    }
    </%INIT>
    — 143,155 ----
    if($t->Status eq “resolved”) {
    $counts[(localtime($t->ResolvedObj->Unix))[6]]{resolved}++;
    $Totals{resolved}++;
    }
  •   if($t->Status eq "deleted") {

  •     $counts[(localtime($t->LastUpdatedObj->Unix))[6]]{deleted}++;

  •     $Totals{deleted}++;

  •   }

  •   $counts[(localtime($t->CreatedObj->Unix))[6]]{created}++;

  •   $Totals{created}++;
 }
    }
    </%INIT>