Reporting returning 0s in RTIR

RT Users
1

Hello,

We run RT 3.8.7 with RTIR 2.4.3 on Ubuntu 9.04.

In the ‘old’ (v1) versions of RTIR there was a reporting tool (periodic
report) that returned the number of incidents per category for a given
period.
The reporting tool still seems to exist in RTIR 2.4.3
(RTIR\Tools\Reporting) but no matter what time frame we select, the
number of “new reports, resolved or unresolved” remains 0. Also the
different categories for the ‘Incident reports received’ remains 0. The
only number that seems to change is “outstanding reports at the
beginning of this period”.

Does anyone has a clue where I should start looking why the reporting
doesn’t return the expected data?

Thanks for the help,

Koen

Koen Van Impe - BELNET CERT
koen.vanimpe@belnet.be
PGP Key Id 0xED12AD79
Contact: http://cert.belnet.be/

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2

Hello, Koen.

I suspect that it’s an SQL problem. Start from enabling logging of
warnings. Try reporting. Check logs. If it doesn’t reveal anything
useful then enable SQL statements logging, try again and look at SQL
generate (may be it doesn’t make sense).On Fri, Apr 9, 2010 at 3:58 PM, Koen Van Impe koen.vanimpe@belnet.be wrote:

Hello,

We run RT 3.8.7 with RTIR 2.4.3 on Ubuntu 9.04.

In the ‘old’ (v1) versions of RTIR there was a reporting tool (periodic
report) that returned the number of incidents per category for a given
period.
The reporting tool still seems to exist in RTIR 2.4.3
(RTIR\Tools\Reporting) but no matter what time frame we select, the
number of “new reports, resolved or unresolved” remains 0. Also the
different categories for the ‘Incident reports received’ remains 0. The
only number that seems to change is “outstanding reports at the
beginning of this period”.

Does anyone has a clue where I should start looking why the reporting
doesn’t return the expected data?

Thanks for the help,

Koen

–
Koen Van Impe - BELNET CERT
koen.vanimpe@belnet.be
PGP Key Id 0xED12AD79
Contact: http://cert.belnet.be/

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
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Best regards, Ruslan.

3

Hello Ruslan,

Thanks for the reply. I enabled debugging but besides a couple of
notices similar to this
[Fri Apr 9 14:16:17 2010] [debug]: RT::Date used Time::ParseDate to
make ‘2010-04-09 14:05:59’ 1270814759
(/usr/local/rt3/bin/…/lib/RT/Date.pm:222
I don’t see anything unusual.

SQL-logging returns a number of queries that, as far as I can see, seem
‘OK’. I’ll copy/paste them to the mysql-command interface and see if any
of those return a sql-error.

KoenOn 09/04/10 15:52, Ruslan Zakirov wrote:

Hello, Koen.

I suspect that it’s an SQL problem. Start from enabling logging of
warnings. Try reporting. Check logs. If it doesn’t reveal anything
useful then enable SQL statements logging, try again and look at SQL
generate (may be it doesn’t make sense).

Koen Van Impe - BELNET CERT
koen.vanimpe@belnet.be
PGP Key Id 0xED12AD79
Contact: http://cert.belnet.be/

signature.asc (203 Bytes)

4

Hi,

Well, I did some further investigations. We set the incident type in the
Incident, the Incident Report does not have a type.
Under the reporting in RT however it marks “Incident Reports / categories”.
Would it be possible that the "0"s indicate that “somewhere” I have to
define that the type of the incident report should become the same as
the one for the incident? I got no clue where …

Thanks for the feedback,

Koen

(a previous reply mentioned possible errors in the sql-queries, I
couldn’t find any though)On 09/04/10 13:58, Koen Van Impe wrote:

Hello,

We run RT 3.8.7 with RTIR 2.4.3 on Ubuntu 9.04.

In the ‘old’ (v1) versions of RTIR there was a reporting tool (periodic
report) that returned the number of incidents per category for a given
period.
The reporting tool still seems to exist in RTIR 2.4.3
(RTIR\Tools\Reporting) but no matter what time frame we select, the
number of “new reports, resolved or unresolved” remains 0. Also the
different categories for the ‘Incident reports received’ remains 0. The
only number that seems to change is “outstanding reports at the
beginning of this period”.

Does anyone has a clue where I should start looking why the reporting
doesn’t return the expected data?

Thanks for the help,

Koen

Koen Van Impe - BELNET CERT
koen.vanimpe@belnet.be
PGP Key Id 0xED12AD79
Contact: https://cert.belnet.be/

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