Reports: Newbie looking for some help

Hi

I have just installed (yesterday) rt (3.6.1) on opensuse 10.1 - and added a couple of pages on the experience to the wiki:
http://wiki.bestpractical.com/index.cgi?OpenSuSE101InstallGuide

This is the first time I have ever installed/used: Apache, Mysql, perl, cpan (and of course rt) - so my apologies if this is all a bit mundane. I have searched the last 6 months or so of the mailing lists but have not found anything on point.

I would like to produce reports which show (among other things) the detail of the issue which initiated ticket, and the most recent comment added to the ticket. Can someone point to somewhere which explains how to do this? Happy, subject to the next question, to do this through the CLI or through query builder.

I have found the rt shell, but when I try to (eg) list/show tickets it asks for a password and fails. I have tried the password from RTSiteConfig.pm without success. Which password is it looking for?

I have tried downloading a tsv of the search results, but what I get is ?perl? code. I assume this means I need to add something to the Apache config file somewhere (? presumably adding a perl handler directive for some directory? - ?rt/Search/?)

I have managed to search a custom field using the advanced query builder, but can’t seem to get it to display the field in the report (the field name is displayed, but the result entry is blank - I have added it from the drop downs at the bottom of the page - the CF naming syntax appears to change). Generic question I know, but anywhere will tell me what is likely to be going wrong?

Thanks in advance

Brendan

Brendan S (Scratch User) wrote:

Hi

I have just installed (yesterday) rt (3.6.1) on opensuse 10.1 - and added a couple of pages on the experience to the wiki:
http://wiki.bestpractical.com/index.cgi?OpenSuSE101InstallGuide

This is the first time I have ever installed/used: Apache, Mysql, perl, cpan (and of course rt) - so my apologies if this is all a bit mundane. I have searched the last 6 months or so of the mailing lists but have not found anything on point.

I would like to produce reports which show (among other things) the detail of the issue which initiated ticket, and the most recent comment added to the ticket. Can someone point to somewhere which explains how to do this? Happy, subject to the next question, to do this through the CLI or through query builder.

I have found the rt shell, but when I try to (eg) list/show tickets it asks for a password and fails. I have tried the password from RTSiteConfig.pm without success. Which password is it looking for?

I have tried downloading a tsv of the search results, but what I get is ?perl? code. I assume this means I need to add something to the Apache config file somewhere (? presumably adding a perl handler directive for some directory? - ?rt/Search/?)

I have managed to search a custom field using the advanced query builder, but can’t seem to get it to display the field in the report (the field name is displayed, but the result entry is blank - I have added it from the drop downs at the bottom of the page - the CF naming syntax appears to change). Generic question I know, but anywhere will tell me what is likely to be going wrong?

Thanks in advance

It’s ok, don’t worry I will work it out myself.

Brendan S (Scratch User) wrote:

I have found the rt shell, but when I try to (eg) list/show tickets it
asks for a password and fails. I have tried the password from
RTSiteConfig.pm without success. Which password is it looking for?

It’s looking for your the username/password you use to log into RT rather
than the RT Database Password.

I have tried downloading a tsv of the search results, but what I get is
?perl? code. I assume this means I need to add something to the Apache
config file somewhere (? presumably adding a perl handler directive for some
directory? - ?rt/Search/?)

It sounds like something isn’t quite right in your apache config then. Can
you use the Search Builder for example at present? If you’re getting perl
code, it seems like mason isn’t handling the file properly. It might be a
good idea to check your Apache access and error logs to see if there’s
anything out of the ordinary being mentioned about the Results.tsv file

I have managed to search a custom field using the advanced query builder,
but can’t seem to get it to display the field in the report (the field name
is displayed, but the result entry is blank - I have added it from the drop
downs at the bottom of the page - the CF naming syntax appears to
change). Generic question I know, but anywhere will tell me what is likely
to be going wrong?

I’m not entirely sure what you mean here. Can you give a more detailed
example, or perhaps paste the text from the bottom box of the Advanced tab?

It’s ok, don’t worry I will work it out myself.

I think I’ve seen a few replies to the list about some of the things I’ve
mentioned. Perhaps you should check back in case you missed them.

Regards,

Andrew Nicols

Thanks for responding Andrew.

Andrew Nicols wrote:

Brendan S (Scratch User) wrote:

I would like to produce reports which show (among other things) the
detail of the issue which initiated ticket, and the most recent
comment added to the ticket. Can someone point to somewhere which
explains how to do this? Happy, subject to the next question, to do
this through the CLI or through query builder.

Is this not documented anywhere?

I have found the rt shell, but when I try to (eg) list/show
tickets it
asks for a password and fails. I have tried the password from
RTSiteConfig.pm without success. Which password is it looking for?

It’s looking for your the username/password you use to log into RT
rather than the RT Database Password.

Hmmmm still no dice. I guess I need to work out how to set the user correctly.

I have tried downloading a tsv of the search results, but what I
get is ?perl? code. I assume this means I need to add something to
the Apache config file somewhere (? presumably adding a perl
handler directive for some directory? - ?rt/Search/?)

It sounds like something isn’t quite right in your apache config
then. Can you use the Search Builder for example at present? If
you’re getting perl code, it seems like mason isn’t handling the file
properly. It might be a good idea to check your Apache access and
error logs to see if there’s anything out of the ordinary being
mentioned about the Results.tsv file

I added a filesmatch -> *.tsv? -> PerlHandler RT::Mason directive to the apache2 rtconfig file, restarted and it is now working (based on one test)

I have managed to search a custom field using the advanced query
builder, but can’t seem to get it to display the field in the
report (the field name is displayed, but the result entry is blank

  • I have added it from the drop downs at the bottom of the page -
    the CF naming syntax appears to change). Generic question I know,
    but anywhere will tell me what is likely to be going wrong?

I’m not entirely sure what you mean here. Can you give a more
detailed example, or perhaps paste the text from the bottom box of
the Advanced tab?

It’s ok, don’t worry I will work it out myself.

The CF I wanted was in reality an additional status flag, so I have achieved what I wanted another way.

I think I’ve seen a few replies to the list about some of the things
I’ve mentioned. Perhaps you should check back in case you missed
them.

Can’t see any in the archives.