Is there a statistic that lists tickets per requestor?

RT Users
1

Hi,

I’d like to have statistics that list - per queue - which requestors
requested how many tickets.

Is that possible?

Rainer

2

If you find something like this I would also be interested in it. It would
make things very interesting for my reporting and finding serial supportees

Greg Evans
Hood Canal Communications
(360) 898-2481 ext.212-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Rainer
Duffner
Sent: Saturday, August 16, 2008 2:26 PM
To: RT Users
Subject: [rt-users] Is there a statistic that lists tickets per requestor?

Hi,

I’d like to have statistics that list - per queue - which requestors
requested how many tickets.

Is that possible?

Rainer
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

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3

Hi,

I’d like to have statistics that list - per queue - which requestors
requested how many tickets.

Is that possible?

Yes, make a search for all tickets in the wanted queue on the web UI,
then at the bottom of the result (list of tickets), you will see “Chart
‘bar’ by ‘status’”. Changes “status” to “requestor” and click on “Go”.

You will get a chart on the count of tickets per requestor for this
queue.

You can then save this chart to replay it when wanted.

For more complex analysis you can also use the spreadsheet export of
search results and any spreadsheet software (gnumeric, oocalc, excel) to
get the wanted stats.

4

Emmanuel Lacour schrieb:

Hi,

I’d like to have statistics that list - per queue - which requestors
requested how many tickets.

Is that possible?

Yes, make a search for all tickets in the wanted queue on the web UI,
then at the bottom of the result (list of tickets), you will see “Chart
‘bar’ by ‘status’”. Changes “status” to “requestor” and click on “Go”.

You will get a chart on the count of tickets per requestor for this
queue.

OK, this works for e.g. Status.
But when I select “Requestor” from the drop-down, I get a quasi-empty
chart and this in the log:

[Tue Aug 19 08:50:12 2008] [warning]: DBD::Pg::st execute failed:
ERROR: column “users_5.name” must appear in the GROUP BY clause or be
used in an aggregate function at
/usr/local/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line
505. (/usr/local/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm:505)
[Tue Aug 19 08:50:12 2008] [warning]: RT::Handle=HASH(0xb75825c)
couldn’t execute the query 'SELECT DISTINCT COUNT(main.id) AS id,
Users_5.Name AS col1 FROM Tickets main JOIN Groups Groups_1 ON (
Groups_1.Domain = ‘RT::Ticket-Role’ ) AND ( Groups_1.Type = ‘Requestor’
) AND ( Groups_1.Instance = main.id ) LEFT JOIN CachedGroupMembers
CachedGroupMembers_2 ON ( CachedGroupMembers_2.GroupId !=
CachedGroupMembers_2.MemberId ) AND ( CachedGroupMembers_2.GroupId =
Groups_1.id ) LEFT JOIN CachedGroupMembers CachedGroupMembers_4 ON (
CachedGroupMembers_4.GroupId != CachedGroupMembers_4.MemberId ) AND (
CachedGroupMembers_4.GroupId = Groups_1.id ) LEFT JOIN Users Users_3 ON
( Users_3.id = CachedGroupMembers_2.MemberId ) LEFT JOIN Users Users_5
ON ( Users_5.id = CachedGroupMembers_4.MemberId ) WHERE (main.Status !=
‘deleted’) AND (main.Status != ‘rejected’ AND main.Created > ‘2008-07-31
22:00:00’) AND (main.Type = ‘ticket’) AND (main.EffectiveId = main.id)
GROUP BY Users_3.Name ’ at
/usr/local/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 518

DBIx::SearchBuilder::Handle::SimpleQuery(‘RT::Handle=HASH(0xb75825c)’,
‘SELECT DISTINCT COUNT(main.id) AS id, Users_5.Name AS col1 FR…’)
called at /usr/local/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder.pm
line 238

DBIx::SearchBuilder::_DoSearch(‘RT::Report::Tickets=HASH(0xc54732c)’)
called at /usr/local/rt38/bin/…/lib/RT/Report/Tickets.pm line 164

RT::Report::tickets::_DoSearch(‘RT::Report::Tickets=HASH(0xc54732c)’)
called at /usr/local/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder.pm
line 498
DBIx::SearchBuilder::Next(‘RT::Report::Tickets=HASH(0xc54732c)’)
called at /usr/local/rt38/bin/…/lib/RT/Report/Tickets.pm line 228
RT::Report::tickets::Next(‘RT::Report::Tickets=HASH(0xc54732c)’)
called at /usr/local/rt38/share/html/Search/Elements/Chart line 71
HTML::Mason::Commands::ANON(‘ChartStyle’, ‘bar’, ‘Order’,
‘ASC|ASC|ASC|ASC’, ‘Query’, ‘Status != 'rejected' AND Created >
'2008-08-01'’, ‘Rows’, 50, ‘SecondaryGroupBy’, …) called at
/usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Component.pm line 135

HTML::Mason::Component::run(‘HTML::Mason::Component::FileBased=HASH(0xc5474e8)’,
‘ChartStyle’, ‘bar’, ‘Order’, ‘ASC|ASC|ASC|ASC’, ‘Query’, ‘Status !=
'rejected' AND Created > '2008-08-01'’, ‘Rows’, 50, …) called at
/usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1278
eval {…} called at
/usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1268
HTML::Mason::Request::comp(‘undef’, ‘undef’, ‘ChartStyle’, ‘bar’,
‘Order’, ‘ASC|ASC|ASC|ASC’, ‘Query’, 'Status != 'rejected' AND Created

'2008-08-01'', ‘Rows’, …) called at
/usr/local/rt38/share/html/Search/Chart.html line 70
HTML::Mason::Commands::ANON(‘Rows’, 50, ‘PrimaryGroupBy’,
‘Requestor’, ‘Format’, ‘' _…’, ‘Order’,
‘ASC|ASC|ASC|ASC’, ‘ChartStyle’, …) called at
/usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Component.pm line 135

HTML::Mason::Component::run(‘HTML::Mason::Component::FileBased=HASH(0xc2bc8d4)’,
‘Rows’, 50, ‘PrimaryGroupBy’, ‘Requestor’, ‘Format’, ‘' …', ‘Order’,
‘ASC|ASC|ASC|ASC’, …) called at
/usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1278
eval {…} called at
/usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1268
HTML::Mason::Request::comp(‘undef’, ‘undef’, ‘undef’, ‘Rows’, 50,
‘PrimaryGroupBy’, ‘Requestor’, ‘Format’, '' …’, …) called at
/usr/local/rt38/share/html/autohandler line 308
HTML::Mason::Commands::ANON(‘ChartStyle’, ‘bar’, ‘Order’,
‘ASC|ASC|ASC|ASC’, ‘Query’, ‘Status != 'rejected' AND Created >
'2008-08-01'’, ‘Rows’, 50, ‘PrimaryGroupBy’, …) called at
/usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Component.pm line 135

HTML::Mason::Component::run(‘HTML::Mason::Component::FileBased=HASH(0xbc32400)’,
‘ChartStyle’, ‘bar’, ‘Order’, ‘ASC|ASC|ASC|ASC’, ‘Query’, ‘Status !=
'rejected' AND Created > '2008-08-01'’, ‘Rows’, 50, …) called at
/usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1273
eval {…} called at
/usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1268
HTML::Mason::Request::comp(‘undef’, ‘undef’, ‘undef’, ‘ChartStyle’,
‘bar’, ‘Order’, ‘ASC|ASC|ASC|ASC’, ‘Query’, ‘Status != 'rejected' AND
Created > '2008-08-01'’, …) called at
/usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 467
eval {…} called at
/usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 467
eval {…} called at
/usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 419

HTML::Mason::Request::exec(‘RT::Interface::Web::Request=HASH(0xc516650)’)
called at
/usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm line 168

HTML::Mason::Request::ApacheHandler::exec(‘RT::Interface::Web::Request=HASH(0xc516650)’)
called at
/usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm line 825

HTML::Mason::ApacheHandler::handle_request(‘HTML::Mason::ApacheHandler=HASH(0xb7074ac)’,
‘Apache2::RequestRec=SCALAR(0xc511464)’) called at
/usr/local/rt38/bin/webmux.pl line 148
eval {…} called at /usr/local/rt38/bin/webmux.pl line 148
RT::Mason::handler(‘Apache2::RequestRec=SCALAR(0xc511464)’) called
at -e line 0
eval {…} called at -e line 0 (/usr/local/lib/perl5/5.8.8/Carp.pm:272)
[Tue Aug 19 08:50:13 2008] [debug]: RT::Date used Time::ParseDate to
make ‘2008-08-01’ 1217541600 (/usr/local/rt38/bin/…/lib/RT/Date.pm:209)
[Tue Aug 19 08:50:13 2008] [warning]: DBD::Pg::st execute failed:
ERROR: column “users_5.name” must appear in the GROUP BY clause or be
used in an aggregate function at
/usr/local/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line
505. (/usr/local/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm:505)
[Tue Aug 19 08:50:13 2008] [warning]: RT::Handle=HASH(0xb75825c)
couldn’t execute the query 'SELECT DISTINCT COUNT(main.id) AS id,
Users_5.Name AS col1 FROM Tickets main JOIN Groups Groups_1 ON (
Groups_1.Domain = ‘RT::Ticket-Role’ ) AND ( Groups_1.Type = ‘Requestor’
) AND ( Groups_1.Instance = main.id ) LEFT JOIN CachedGroupMembers
CachedGroupMembers_2 ON ( CachedGroupMembers_2.GroupId !=
CachedGroupMembers_2.MemberId ) AND ( CachedGroupMembers_2.GroupId =
Groups_1.id ) LEFT JOIN CachedGroupMembers CachedGroupMembers_4 ON (
CachedGroupMembers_4.GroupId != CachedGroupMembers_4.MemberId ) AND (
CachedGroupMembers_4.GroupId = Groups_1.id ) LEFT JOIN Users Users_3 ON
( Users_3.id = CachedGroupMembers_2.MemberId ) LEFT JOIN Users Users_5
ON ( Users_5.id = CachedGroupMembers_4.MemberId ) WHERE (main.Status !=
‘deleted’) AND (main.Status != ‘rejected’ AND main.Created > ‘2008-07-31
22:00:00’) AND (main.Type = ‘ticket’) AND (main.EffectiveId = main.id)
GROUP BY Users_3.Name ’ at
/usr/local/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 518

DBIx::SearchBuilder::Handle::SimpleQuery(‘RT::Handle=HASH(0xb75825c)’,
‘SELECT DISTINCT COUNT(main.id) AS id, Users_5.Name AS col1 FR…’)
called at /usr/local/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder.pm
line 238

DBIx::SearchBuilder::_DoSearch(‘RT::Report::Tickets=HASH(0xc585110)’)
called at /usr/local/rt38/bin/…/lib/RT/Report/Tickets.pm line 164

RT::Report::tickets::DoSearch(‘RT::Report::Tickets=HASH(0xc585110)’)
called at /usr/local/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder.pm
line 498
DBIx::SearchBuilder::Next(‘RT::Report::Tickets=HASH(0xc585110)’)
called at /usr/local/rt38/bin/…/lib/RT/Report/Tickets.pm line 228
RT::Report::tickets::Next(‘RT::Report::Tickets=HASH(0xc585110)’)
called at /usr/local/rt38/share/html/Search/Chart line 126
HTML::Mason::Commands::ANON(‘Rows’, 50, ‘SecondaryGroupBy’, ‘’,
‘PrimaryGroupBy’, ‘Requestor’, ‘Format’, '' …', ‘Order’, …)
called at /usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Component.pm
line 135

HTML::Mason::Component::run(‘HTML::Mason::Component::FileBased=HASH(0xc515dec)’,
‘Rows’, 50, ‘SecondaryGroupBy’, ‘’, ‘PrimaryGroupBy’, ‘Requestor’,
‘Format’, ‘' _…’, …) called at
/usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1278
eval {…} called at
/usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1268
HTML::Mason::Request::comp(‘undef’, ‘undef’, ‘undef’, ‘Rows’, 50,
‘SecondaryGroupBy’, ‘’, ‘PrimaryGroupBy’, ‘Requestor’, …) called at
/usr/local/rt38/share/html/autohandler line 308
HTML::Mason::Commands::ANON(‘Order’, ‘ASC|ASC|ASC|ASC’,
‘ChartStyle’, ‘bar’, ‘Query’, ‘Status != 'rejected' AND Created >
'2008-08-01'’, ‘Rows’, 50, ‘SecondaryGroupBy’, …) called at
/usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Component.pm line 135

HTML::Mason::Component::run(‘HTML::Mason::Component::FileBased=HASH(0xbc32400)’,
‘Order’, ‘ASC|ASC|ASC|ASC’, ‘ChartStyle’, ‘bar’, ‘Query’, ‘Status !=
'rejected' AND Created > '2008-08-01'’, ‘Rows’, 50, …) called at
/usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1273
eval {…} called at
/usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1268
HTML::Mason::Request::comp(‘undef’, ‘undef’, ‘undef’, ‘Order’,
‘ASC|ASC|ASC|ASC’, ‘ChartStyle’, ‘bar’, ‘Query’, ‘Status != 'rejected'
AND Created > '2008-08-01'’, …) called at
/usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 467
eval {…} called at
/usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 467
eval {…} called at
/usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 419

HTML::Mason::Request::exec(‘RT::Interface::Web::Request=HASH(0xc2bc1a8)’)
called at
/usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm line 168

HTML::Mason::Request::ApacheHandler::exec(‘RT::Interface::Web::Request=HASH(0xc2bc1a8)’)
called at
/usr/local/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm line 825

HTML::Mason::ApacheHandler::handle_request(‘HTML::Mason::ApacheHandler=HASH(0xb7074ac)’,
‘Apache2::RequestRec=SCALAR(0xc518440)’) called at
/usr/local/rt38/bin/webmux.pl line 148
eval {…} called at /usr/local/rt38/bin/webmux.pl line 148
RT::Mason::handler(‘Apache2::RequestRec=SCALAR(0xc518440)’) called
at -e line 0
eval {…} called at -e line 0 (/usr/local/lib/perl5/5.8.8/Carp.pm:272)

So, this is:
FreeBSD 7.0-RELEASE-p2 apache-2.2.9 mod_perl2-2.0.4,3
and:
Loaded perl modules
Perl v5.8.8 under freebsd
Apache2::Const v2.000004;
Apache2::Log v2.000004;
Apache2::Module v2.000004;
Apache2::RequestIO v2.000004;
Apache2::RequestRec v2.000004;
Apache2::RequestUtil v2.000004;
Apache2::Response v2.000004;
Apache2::ServerUtil v2.000004;
Apache2::Status v4.00;
Apache::DBI v1.06;
Apache::Session v1.86;
Apache::Session::Generate::MD5 v2.1;
Apache::Session::lock::Null v1.01;
Apache::Session::Postgres v1.01;
Apache::Session::Serialize::Base64 v1.01;
Apache::Session::Store::DBI v1.02;
Apache::Session::Store::Postgres v1.03;
APR v0.009000;
APR::Error v0.009000;
APR::Pool v0.009000;
APR::Table v0.009000;
APR::Util v0.009000;
AutoLoader v5.60;
base v2.07;
bytes v1.02;
Cache::Simple::TimedExpiry v0.27;
Calendar::Simple v44;
capitalization v0.03;
Carp v1.04;
CGI v3.38;
CGI::Cookie v1.29;
CGI::Util v1.5_01;
Class::Container v0.12;
Class::Data::Inheritable v0.08;
Class::Inspector v1.23;
Class::ISA v0.33;
Class::ReturnValue v0.55;
Clone v0.28;
constant v1.05;
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Cwd v3.2701;
Data::Dumper v2.121_08;
DateTime v0.4302;
DateTime::Locale v0.4001;
DateTime::TimeZone v0.7701;
DateTime::TimeZone::Floating v0.01;
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DBD::Sponge v12.010002;
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Errno v1.0901;
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Exporter v5.58;
Exporter::Heavy v5.58;
Fcntl v1.05;
File::Basename v2.74;
File::Glob v1.05;
File::Path v1.08;
File::ShareDir v1.00;
File::Spec v3.2701;
File::Spec::Unix v3.2701;
File::Temp v0.20;
FileHandle v2.01;
GD v2.39;
GD::Graph v1.44_01;
GD::Graph::axestype v1.46;
GD::Graph::bars v1.27;
GD::Graph::colour v1.10;
GD::Graph::Data v1.22;
GD::Graph::Error v1.8;
GD::Graph::utils v1.7;
GD::Image v2.27;
GD::Text v0.86;
GD::Text::Align v1.18;
GraphViz v2.03;
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HTML::Entities v1.35;
HTML::Formatter v2.04;
HTML::FormatText v2.04;
HTML::Mason v1.39;
HTML::Mason::ApacheHandler v1.69;
HTML::Mason::Exception v1.1;
HTML::Mason::Exception::Abort v1.1;
HTML::Mason::Exception::Compilation v1.1;
HTML::Mason::Exception::Compilation::IncompatibleCompiler v1.1;
HTML::Mason::Exception::Compiler v1.1;
HTML::Mason::Exception::Decline v1.1;
HTML::Mason::Exception::Params v1.1;
HTML::Mason::Exception::Syntax v1.1;
HTML::Mason::Exception::System v1.1;
HTML::Mason::Exception::TopLevelNotFound v1.1;
HTML::Mason::Exception::VirtualMethod v1.1;
HTML::Mason::Exceptions v1.43;
HTML::Parser v3.56;
HTML::Scrubber v0.08;
HTML::Tagset v3.20;
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IPC::Open2 v1.02;
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IPC::Run v0.80;
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MIME::Tools v5.427;
MIME::Words v5.427;
mod_perl v2.000004;
mod_perl2 v2.000004;
ModPerl::Const v2.000004;
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overload v1.04;
Params::Util v0.33;
Params::Validate v0.89;
PerlIO v1.04;
PerlIO::scalar v0.04;
POSIX v1.09;
re v0.05;
Regexp::Common v2.122;
Regexp::Common::delimited v2.106;
Regexp::Common::URI v2.110;
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Regexp::Common::URI::file v2.102;
Regexp::Common::URI::ftp v2.103;
Regexp::Common::URI::gopher v2.102;
Regexp::Common::URI::http v2.103;
Regexp::Common::URI::news v2.102;
Regexp::Common::URI::pop v2.102;
Regexp::Common::URI::prospero v2.102;
Regexp::Common::URI::RFC1035 v2.102;
Regexp::Common::URI::RFC1738 v2.106;
Regexp::Common::URI::RFC1808 v2.102;
Regexp::Common::URI::RFC2384 v2.104;
Regexp::Common::URI::RFC2396 v2.102;
Regexp::Common::URI::RFC2806 v2.102;
Regexp::Common::URI::tel v2.102;
Regexp::Common::URI::telnet v2.102;
Regexp::Common::URI::tv v2.102;
Regexp::Common::URI::wais v2.102;
RT v3.8.1;
RT::Interface::Email v2;
RT::Interface::Web::Request v0.30;
Scalar::Util v1.19;
SelectSaver v1.01;
Socket v1.78;
Storable v2.18;
strict v1.03;
Symbol v1.06;
Sys::Syslog v0.13;
Text::Autoformat v1.14.0;
Text::Quoted v2.05;
Text::Reform v1.12.2;
Text::Tabs v2005.0824;
Text::Template v1.45;
Text::Wrapper v1.02;
Time::HiRes v1.9715;
Time::JulianDay v2003.1125;
Time::Local v1.18;
Time::ParseDate v2006.0814;
Time::Timezone v2006.0814;
Time::Zone v2.22;
Tree::Simple v1.18;
UNIVERSAL v1.01;
UNIVERSAL::require v0.11;
URI v1.37;
URI::Escape v3.29;
URI::file v4.20;
utf8 v1.06;
vars v1.01;
version v0.76;
version::vxs v0.76;
Want v0.18;
warnings v1.05;
warnings::register v1.01;
XSLoader v0.06;

Any ideas?

Rainer
5

Emmanuel Lacour schrieb:

Hi,

I’d like to have statistics that list - per queue - which requestors
requested how many tickets.

Is that possible?

Yes, make a search for all tickets in the wanted queue on the web UI,
then at the bottom of the result (list of tickets), you will see
“Chart
‘bar’ by ‘status’”. Changes “status” to “requestor” and click on
“Go”.

You will get a chart on the count of tickets per requestor for this
queue.

OK, this works for e.g. Status.
But when I select “Requestor” from the drop-down, I get a quasi-empty
chart and this in the log:

Can you take the query (from Advanced) that you’re using and then
send instructions on what you did to get this error and mail it to
rt-bugs@bestpractical.com along with all your version information
and stack trace from this email so we can have a look?

-kevin

6

Can you take the query (from Advanced) that you’re using and then
send instructions on what you did to get this error and mail it to
rt-bugs@bestpractical.com along with all your version information
and stack trace from this email so we can have a look?

-kevin

OK, it’s #12125

Rainer