Reporting in RT?

John_Wells · January 14, 2004, 2:34pm

Guys,

New to the list. Hello, hello

I’m in a position to make a decision for a ticket tracking system for our
organization, and am looking very hard at RequestTracker. However, the
lack of statistical/summary reports is a problem for our setup.

Are there any modules available that add reporting capabilities to RT? If
not, what’s the best way to approach developing these? I come from more
of the PHP world…only have used perl for app dev and maintenance
scripts…not web programming. Where should I start?

Thanks for the info!

John

Kelly_F_Hickel · January 14, 2004, 2:41pm

On the best-practical website in the download are for RT3, there is a
contrib. directory, in that is a package called Statistics3, which does
reporting.

I recently sent an updated version to the list, I can forward a copy to
your email, if you want that, let me know.

The package maintainer for Statistics3 is planning on releasing an
updated package, but it will be a couple weeks, possibly.

-Kelly-----Original Message-----
From: John Wells [mailto:jb@sourceillustrated.com]
Sent: Wednesday, January 14, 2004 8:34 AM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Reporting in RT?

Guys,

New to the list. Hello, hello

I’m in a position to make a decision for a ticket tracking system for
our
organization, and am looking very hard at RequestTracker. However, the
lack of statistical/summary reports is a problem for our setup.

Are there any modules available that add reporting capabilities to RT?
If
not, what’s the best way to approach developing these? I come from more
of the PHP world…only have used perl for app dev and maintenance
scripts…not web programming. Where should I start?

Thanks for the info!

John
rt-users mailing list
rt-users@lists.bestpractical.com
http://lists.bestpractical.com/mailman/listinfo/rt-users

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

John_Wells · January 14, 2004, 4:27pm

Interesting. I can go to that page and see that Statistics menu, but
running the reports sends httpd into some sort of endless loop (99% CPU
utilization, only way to stop it is to restart httpd).

I’m guessing it’s GD that’s crapping out, because there’s an image icon in
the page as if it’s trying to generate one.

What version of GD are you using? Using gd-2.0.20 here…

Btw, the link never appeared on the left hand bar…even after visiting
the page. I suppose I can track that down in the templates and add it…

Thanks!
John

Kelly F. Hickel said:

Kelly_F_Hickel · January 14, 2004, 4:33pm

Do you have RTFM installed? IF so, have you updated to the version that
Jesse posted last week? It fixes a problem that prevents the graphs from
showing, but I’ve not seen the 99% problem.

I’m using gd-2.0.15-1.

Right click the x where the image is supposed to be, save it to your
disk, then open it in an editor that won’t be confused by binary data.
If it has an initial Carriage Return, then you need the newer RTFM.
-KellyFrom: John Wells [mailto:jb@sourceillustrated.com]
Sent: Wednesday, January 14, 2004 10:27 AM
To: Kelly F. Hickel
Cc: rt-users@lists.bestpractical.com
Subject: RE: [rt-users] Reporting in RT?

Interesting. I can go to that page and see that Statistics menu, but
running the reports sends httpd into some sort of endless loop (99% CPU
utilization, only way to stop it is to restart httpd).

I’m guessing it’s GD that’s crapping out, because there’s an image icon
in
the page as if it’s trying to generate one.

What version of GD are you using? Using gd-2.0.20 here…

Btw, the link never appeared on the left hand bar…even after visiting
the page. I suppose I can track that down in the templates and add
it…

Thanks!
John

Kelly F. Hickel said:

Hmm. You should still be able to point your browser to http:/Statistics/index.html and see the top level page.

For some reason I haven’t been able to figure out, Statistics didn’t
show up in my left hand bar until after I had gone to the page “by
hand”
once. I chalked it up to strangeness, but maybe it’s something you
have
to do.
-Kelly

-----Original Message-----
From: John Wells [mailto:jb@sourceillustrated.com]
Sent: Wednesday, January 14, 2004 9:28 AM
To: Kelly F. Hickel
Subject: RE: [rt-users] Reporting in RT?

Kelly,

Thanks!

Installed it, but no link after restarting. Backed up, read readme,
and
installed GD and the GD::Graph perl module…still no link.

perl -e ‘require GD::Graph;’

works fine…no errors.

Any ideas?

Thanks man.

John

Kelly F. Hickel said:

Here you go. Unpack this from the top level of your local RT tree,
on
redhat, with the default path, that would be /opt/rt3/local, the
local
html (if it exists) should be a sub directory of your current
directory
before you unpack.

After unpacking, restart your apache, and now you should have a
statistics link on the bottom of the left hand blue bar.
-Kelly

-----Original Message-----
From: John Wells [mailto:jb@sourceillustrated.com]
Sent: Wednesday, January 14, 2004 8:50 AM
To: Kelly F. Hickel
Subject: RE: [rt-users] Reporting in RT?

Kelly,

I’d love to get that updated copy. Could you forward it on?

Thanks!

John

Kelly F. Hickel said:

On the best-practical website in the download are for RT3, there is
a
contrib. directory, in that is a package called Statistics3, which
does
reporting.

I recently sent an updated version to the list, I can forward a copy
to
your email, if you want that, let me know.

The package maintainer for Statistics3 is planning on releasing an
updated package, but it will be a couple weeks, possibly.

-Kelly

-----Original Message-----
From: John Wells [mailto:jb@sourceillustrated.com]
Sent: Wednesday, January 14, 2004 8:34 AM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Reporting in RT?

Guys,

New to the list. Hello, hello

I’m in a position to make a decision for a ticket tracking system
for
our
organization, and am looking very hard at RequestTracker. However,
the
lack of statistical/summary reports is a problem for our setup.

Are there any modules available that add reporting capabilities to
RT?
If
not, what’s the best way to approach developing these? I come from
more
of the PHP world…only have used perl for app dev and maintenance
scripts…not web programming. Where should I start?

Thanks for the info!

John

rt-users mailing list
rt-users@lists.bestpractical.com
The rt-users Archives

Have you read the FAQ? The RT FAQ Manager lives at
http://fsck.com/rtfm

John_Wells · January 14, 2004, 4:50pm

Kelly F. Hickel said:

Do you have RTFM installed? IF so, have you updated to the version that
Jesse posted last week? It fixes a problem that prevents the graphs from
showing, but I’ve not seen the 99% problem.

I’m using gd-2.0.15-1.

Right click the x where the image is supposed to be, save it to your
disk, then open it in an editor that won’t be confused by binary data.
If it has an initial Carriage Return, then you need the newer RTFM.
-Kelly

Kelly,

No, don’t have RTFM installed and have no plans to at least initially. Is
it a prerequisite for the Statistics package?

Thanks!
John

Kelly_F_Hickel · January 14, 2004, 4:52pm

Nope, but it apparently had a problem (for awhile) that broke the stats
package. Look in the list history for Jesse’s announcement last week.
-KellyFrom: John Wells [mailto:jb@sourceillustrated.com]
Sent: Wednesday, January 14, 2004 10:51 AM
To: Kelly F. Hickel
Cc: rt-users@lists.bestpractical.com
Subject: RE: [rt-users] Reporting in RT?

Kelly F. Hickel said:

Do you have RTFM installed? IF so, have you updated to the version
that
Jesse posted last week? It fixes a problem that prevents the graphs
from
showing, but I’ve not seen the 99% problem.

I’m using gd-2.0.15-1.

Right click the x where the image is supposed to be, save it to your
disk, then open it in an editor that won’t be confused by binary data.
If it has an initial Carriage Return, then you need the newer RTFM.
-Kelly

Kelly,

No, don’t have RTFM installed and have no plans to at least initially.
Is
it a prerequisite for the Statistics package?

Thanks!
John

AJ11 · January 14, 2004, 5:14pm

Have you tried gong through the old rtfm callbacks and removing the extra
carriage returns? Jesse pointed it out and it is very apparent. It exists
in all the callback files right under the last comment: i.e.
%#


I was having a problem displaying attachments and doing that actually did

remove that extra line.From: rt-users-bounces@lists.bestpractical.com

[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Kelly F.

Hickel

Sent: Wednesday, January 14, 2004 11:34 AM

To: John Wells

Cc: rt-users@lists.bestpractical.com

Subject: RE: [rt-users] Reporting in RT?
Do you have RTFM installed?  IF so, have you updated to the version that

Jesse posted last week? It fixes a problem that prevents the graphs from

showing, but I’ve not seen the 99% problem.
I’m using gd-2.0.15-1.
Right click the x where the image is supposed to be, save it to your

disk, then open it in an editor that won’t be confused by binary data.

If it has an initial Carriage Return, then you need the newer RTFM.

-Kelly
From: John Wells [mailto:jb@sourceillustrated.com]

Sent: Wednesday, January 14, 2004 10:27 AM

To: Kelly F. Hickel

Cc: rt-users@lists.bestpractical.com

Subject: RE: [rt-users] Reporting in RT?
Interesting.  I can go to that page and see that Statistics menu, but

running the reports sends httpd into some sort of endless loop (99% CPU

utilization, only way to stop it is to restart httpd).
I’m guessing it’s GD that’s crapping out, because there’s an image icon

in

the page as if it’s trying to generate one.
What version of GD are you using?  Using gd-2.0.20 here…
Btw, the link never appeared on the left hand bar…even after visiting

the page.  I suppose I can track that down in the templates and add

it…
Thanks!

John
Kelly F. Hickel said:

Hmm.  You should still be able to point your browser to  http:/Statistics/index.html and see the top level page.
For some reason I haven’t been able to figure out, Statistics didn’t

show up in my left hand bar until after I had gone to the page “by

hand”

once.  I chalked it up to strangeness, but maybe it’s something you

have

to do.

-Kelly
-----Original Message-----

From: John Wells [mailto:jb@sourceillustrated.com]

Sent: Wednesday, January 14, 2004 9:28 AM

To: Kelly F. Hickel

Subject: RE: [rt-users] Reporting in RT?
Kelly,
Thanks!
Installed it, but no link after restarting.  Backed up, read readme,

and

installed GD and the GD::Graph perl module…still no link.
perl -e ‘require GD::Graph;’
works fine…no errors.
Any ideas?
Thanks man.
John
Kelly F. Hickel said:

Here you go.  Unpack this from the top level of your local RT tree,

on

redhat, with the default path, that would be /opt/rt3/local, the

local

html (if it exists) should be a sub directory of your current

directory

before you unpack.
After unpacking, restart your apache, and now you should have a

statistics link on the bottom of the left hand blue bar.

-Kelly
-----Original Message-----

From: John Wells [mailto:jb@sourceillustrated.com]

Sent: Wednesday, January 14, 2004 8:50 AM

To: Kelly F. Hickel

Subject: RE: [rt-users] Reporting in RT?
Kelly,
I’d love to get that updated copy.  Could you forward it on?
Thanks!
John
Kelly F. Hickel said:

On the  best-practical website in the download are for RT3, there is

a

contrib. directory, in that is a package called Statistics3, which

does

reporting.
I recently sent an updated version to the list, I can forward a copy

to

your email, if you want that, let me know.
The package maintainer for Statistics3 is planning on releasing an

updated package, but it will be a couple weeks, possibly.
-Kelly
-----Original Message-----

From: John Wells [mailto:jb@sourceillustrated.com]

Sent: Wednesday, January 14, 2004 8:34 AM

To: rt-users@lists.bestpractical.com

Subject: [rt-users] Reporting in RT?
Guys,
New to the list.  Hello, hello 
I’m in a position to make a decision for a ticket tracking system

for

our

organization, and am looking very hard at RequestTracker.  However,

the

lack of statistical/summary reports is a problem for our setup.
Are there any modules available that add reporting capabilities to

RT?

If

not, what’s the best way to approach developing these?  I come from

more

of the PHP world…only have used perl for app dev and maintenance

scripts…not web programming.  Where should I start?
Thanks for the info!
John

rt-users mailing list

rt-users@lists.bestpractical.com

The rt-users Archives
Have you read the FAQ? The RT FAQ Manager lives at

http://fsck.com/rtfm



rt-users mailing list

rt-users@lists.bestpractical.com

http://lists.bestpractical.com/mailman/listinfo/rt-users
Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

Paulo_Matos · January 14, 2004, 5:28pm

Just to remember the bug I already reported… it has a simple
solution. RT brokes RFC2047 (which obsolets RFC1522) while encoding
the subject.

More details at:

http://rt3.fsck.com/Ticket/Display.html?id=5135&user=guest&pass=guest

Regards,

Paulo Matos

John_Wells · January 14, 2004, 6:11pm

Would there be any way to turn on some sort of debugging to see what’s
going on when this CPU utilization hits? If I can pinpoint the problem,
perhaps I can dust of my perl skills from back in the day and dig in…

Thanks!
John

Kelly F. Hickel said:

Kelly_F_Hickel · January 14, 2004, 6:26pm

Do you know what process it is? (if you’re using mod_perl, that probably
doesn’t help).

You can sprinkle calls to $RT::Logger->warning() through the perl code
(and in the perl parts of the mason code), if you want to debug a bit.
Messages go to the RT log.

-KellyFrom: John Wells [mailto:jb@sourceillustrated.com]
Sent: Wednesday, January 14, 2004 12:11 PM
To: Kelly F. Hickel
Cc: rt-users@lists.bestpractical.com
Subject: RE: [rt-users] Reporting in RT?

Would there be any way to turn on some sort of debugging to see what’s
going on when this CPU utilization hits? If I can pinpoint the problem,
perhaps I can dust of my perl skills from back in the day and dig in…

Thanks!
John

Kelly F. Hickel said:

Nope, but it apparently had a problem (for awhile) that broke the
stats
package. Look in the list history for Jesse’s announcement last week.
-Kelly

-----Original Message-----
From: John Wells [mailto:jb@sourceillustrated.com]
Sent: Wednesday, January 14, 2004 10:51 AM
To: Kelly F. Hickel
Cc: rt-users@lists.bestpractical.com
Subject: RE: [rt-users] Reporting in RT?

Kelly F. Hickel said:

Do you have RTFM installed? IF so, have you updated to the version
that
Jesse posted last week? It fixes a problem that prevents the graphs
from
showing, but I’ve not seen the 99% problem.

I’m using gd-2.0.15-1.

Right click the x where the image is supposed to be, save it to your
disk, then open it in an editor that won’t be confused by binary
data.
If it has an initial Carriage Return, then you need the newer RTFM.
-Kelly

Kelly,

No, don’t have RTFM installed and have no plans to at least initially.
Is
it a prerequisite for the Statistics package?

Thanks!
John

AJ11 · January 14, 2004, 6:31pm

mod_perl: Performance Tuning mod_perl1

http://perl.apache.org/docs/2.0/api/Apache/Status.html mod_perl2

there is also the unix command ‘top’ to watch the processes
for linux there is strace (truss for solaris) to watch a process make its
system callsFrom: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of John Wells
Sent: Wednesday, January 14, 2004 1:11 PM
To: Kelly F. Hickel
Cc: rt-users@lists.bestpractical.com
Subject: RE: [rt-users] Reporting in RT?

Would there be any way to turn on some sort of debugging to see what’s
going on when this CPU utilization hits? If I can pinpoint the problem,
perhaps I can dust of my perl skills from back in the day and dig in…

Thanks!
John

Kelly F. Hickel said:

Nope, but it apparently had a problem (for awhile) that broke the stats
package. Look in the list history for Jesse’s announcement last week.
-Kelly

-----Original Message-----
From: John Wells [mailto:jb@sourceillustrated.com]
Sent: Wednesday, January 14, 2004 10:51 AM
To: Kelly F. Hickel
Cc: rt-users@lists.bestpractical.com
Subject: RE: [rt-users] Reporting in RT?

Kelly F. Hickel said:

Do you have RTFM installed? IF so, have you updated to the version
that
Jesse posted last week? It fixes a problem that prevents the graphs
from
showing, but I’ve not seen the 99% problem.

I’m using gd-2.0.15-1.

Right click the x where the image is supposed to be, save it to your
disk, then open it in an editor that won’t be confused by binary data.
If it has an initial Carriage Return, then you need the newer RTFM.
-Kelly

Kelly,

No, don’t have RTFM installed and have no plans to at least initially.
Is
it a prerequisite for the Statistics package?

Thanks!
John

rt-users mailing list
rt-users@lists.bestpractical.com
http://lists.bestpractical.com/mailman/listinfo/rt-users

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm