I’m running RT 3.0.12 and RTIR 1.0.5.
When I resolve (or abandon) an incident, I get to the screen where I can
enter some comments about the resolution. After I enter some comments
and click on the submit button, I’m returned to the same comments page.
Is this a known problem? Is there a patch or is it a config issue?
Many thanks in advance.
Regards,
Tony.
Tony Arnold, IT Security Coordinator, University of Manchester,
IT Services Division, Kilburn Building, Oxford Road, Manchester M13 9PL.
T: +44 (0)161 275 6093, F: +44 (0)870 136 1004, M: +44 (0)773 330 0039
E: tony.arnold@manchester.ac.uk, H: http://www.man.ac.uk/Tony.Arnold
| I’m running RT 3.0.12 and RTIR 1.0.5.
|
| When I resolve (or abandon) an incident, I get to the screen where I can
| enter some comments about the resolution. After I enter some comments
| and click on the submit button, I’m returned to the same comments page.
Ours does similar. We click “resolve” and the incident is resolved, but
any comments we add in the resolve page “message” box are not recorded as
part of the incident.
Like you, we get back to a page inviting us to add yet more comments -
this time with a “reply” button instead of a “resolve” button. Any
comments added here are also not recorded. Strange!
However, this is easily worked-around by adding comments by hand before
attempting the resolve process.
We’re on RT 3.4.2 RTIR 1.1.5.
Chris
Chris Edwards, Glasgow University Computing Service.
Chris,
Chris Edwards wrote:
| I’m running RT 3.0.12 and RTIR 1.0.5.
|
| When I resolve (or abandon) an incident, I get to the screen where I can
| enter some comments about the resolution. After I enter some comments
| and click on the submit button, I’m returned to the same comments page.
Ours does similar. We click “resolve” and the incident is resolved, but
any comments we add in the resolve page “message” box are not recorded as
part of the incident.
Like you, we get back to a page inviting us to add yet more comments -
this time with a “reply” button instead of a “resolve” button. Any
comments added here are also not recorded. Strange!
However, this is easily worked-around by adding comments by hand before
attempting the resolve process.
Interesting. I’ve never checked that the comments are actually recorded
or not as we don’t really make much use of them. We often leave the
comments blank as everything has usually been said through the various
conversations for the incident.
We’re on RT 3.4.2 RTIR 1.1.5.
Useful to know that an upgrade won’t affect this issue!
I’m also now curious about how many JANET institutions use RTIR!
Thanks for responding.
Regards,
Tony.
Tony Arnold, IT Security Coordinator, University of Manchester,
IT Services Division, Kilburn Building, Oxford Road, Manchester M13 9PL.
T: +44 (0)161 275 6093, F: +44 (0)870 136 1004, M: +44 (0)773 330 0039
E: tony.arnold@manchester.ac.uk, H: http://www.man.ac.uk/Tony.Arnold
Carlos,
Carlos Fuentes Bermejo wrote:
Hiya Tony,
| I’m running RT 3.0.12 and RTIR 1.0.5.
|
| When I resolve (or abandon) an incident, I get to the screen where
I can
| enter some comments about the resolution. After I enter some comments
| and click on the submit button, I’m returned to the same comments
page.
Ours does similar. We click “resolve” and the incident is resolved, but
any comments we add in the resolve page “message” box are not
recorded as
part of the incident.
Like you, we get back to a page inviting us to add yet more comments -
this time with a “reply” button instead of a “resolve” button. Any
comments added here are also not recorded. Strange!
However, this is easily worked-around by adding comments by hand before
attempting the resolve process.
Interesting. I’ve never checked that the comments are actually recorded
or not as we don’t really make much use of them. We often leave the
comments blank as everything has usually been said through the various
conversations for the incident.
What to say??? Ummm this is the normal behavior :-((( I know it’s a bit
tricky, I’ll have a look into the problem next week, I was giving some
kind of training about new CSIRTs, and I hadn’t time, I think it’s not
too difficult to modify this.
OK, if this is intended behaviour then that’s good to know and we can
live with it. I must admit, I’m not sure which page to go back to after
entering comments on a resolved or abandoned incident. I guess the RTIR
home page is one choice but it could also be the list of incidents!
I presume this is the behaviour in later versions too? Is it possible to
put a feature request in somewhere?
Regards,
Tony.
Tony Arnold, IT Security Coordinator, University of Manchester,
IT Services Division, Kilburn Building, Oxford Road, Manchester M13 9PL.
T: +44 (0)161 275 6093, F: +44 (0)870 136 1004, M: +44 (0)773 330 0039
E: tony.arnold@manchester.ac.uk, H: http://www.man.ac.uk/Tony.Arnold
Hiya,
OK, if this is intended behaviour then that’s good to know and we can
live with it. I must admit, I’m not sure which page to go back to
after
entering comments on a resolved or abandoned incident. I guess the
RTIR
home page is one choice but it could also be the list of incidents!
First to say, the behaviour in the new RTIR (talking about 2.3.x) is
different, when you resolve/abandon a ticket, you’ll be redirected to
the display screen, it’s more logical rather than staying in the
resolve/abandon screen.
Attached you find a patch for your RTIR, once you apply it, when
you’ll have the behaviour described above.
Cheers,
Carlos
resolve_back_to_display.patch (628 Bytes)
PGP.sig (186 Bytes)
Hiya,
| I’m running RT 3.0.12 and RTIR 1.0.5.
|
| When I resolve (or abandon) an incident, I get to the screen
where I can
| enter some comments about the resolution. After I enter some
comments
| and click on the submit button, I’m returned to the same
comments page.
Ours does similar. We click “resolve” and the incident is
resolved, but
any comments we add in the resolve page “message” box are not
recorded as
part of the incident.
As far as I know when you resolve a Incident, if you are also closing
IRs or Invs, RTIR is writing the comment into the IRs and Invs, and
not into the Incident, but if you are resolving just the Incident,
because IRs or Invs belonging to the Incident were already resolved,
then the comment is only written in the Incident.
Like you, we get back to a page inviting us to add yet more
comments -
this time with a “reply” button instead of a “resolve” button. Any
comments added here are also not recorded. Strange!
Please, could you try the attached patch??? Make sure you can role
back, just in case the patch doesn’t work.
However, this is easily worked-around by adding comments by hand
before
attempting the resolve process.
We’re on RT 3.4.2 RTIR 1.1.5.
Useful to know that an upgrade won’t affect this issue!
I’m also now curious about how many JANET institutions use RTIR!
You’ll have to ask to JANET-CERT if they keep some tracking on that,
when I was there, I think you were the only team I knew.
Cheers,
Carlos
resolve_back_to_display_1.1.5.patch (521 Bytes)
PGP.sig (186 Bytes)