Hi RT Community,
I’m not sure if this is the correct place to report an issue on an extension, this seems to be one provided by the Core team so perhaps it’s OK to repot it here?
I’ve got a very plain/stock install of RT 5.0.2 and I just tried installing RT::Extension::HelpDesk after seeing the wonderful Youtube video on it by Jim Brandt.
I kick off the install, I get the following errors, after the install it appears I have a Queue titled “support” but no lifecycle is established.
Here’s the messages from the first try:
[root@nyc-colo-helpdesk RT-Extension-HelpDesk-0.01]# perl Makefile.PL
Cannot determine perl version info from lib/RT/Extension/HelpDesk.pm
Using RT configuration from /opt/rt5/lib/RT.pm:
etc => /opt/rt-5.0.2/local/plugins/RT-Extension-HelpDesk/etc
lib => /opt/rt-5.0.2/local/plugins/RT-Extension-HelpDesk/lib
For first-time installation, type ‘make initdb’.
Checking if your kit is complete…
Looks good
Generating a Unix-style Makefile
Writing Makefile for RT::Extension::HelpDesk
Writing MYMETA.yml and MYMETA.json
[root@nyc-colo-helpdesk RT-Extension-HelpDesk-0.01]# make initdb
/usr/bin/perl -I. -Ilib -I/opt/rt-5.0.2/local/lib -I/opt/rt5/lib /opt/rt-5.0.2/sbin/rt-setup-database --action insert --datadir etc --datafile etc/initialdata --dba root --prompt-for-dba-password --package RT::Extension::HelpDesk --ext-version 0.01
In order to create or update your RT database, this script needs to connect to your mysql instance on localhost (port ‘’) as root
Please specify that user’s database password below. If the user has no database
password, just press return.
Password:
Working with:
Type: mysql
Host: localhost
Port:
Name: rt5
User: rt_user
DBA: root
[189321] [Mon Mar 28 17:30:28 2022] [info]: RT’s GnuPG libraries couldn’t successfully read your configured GnuPG home directory (/opt/rt-5.0.2/var/data/gpg). GnuPG support has been disabled (/opt/rt-5.0.2/sbin/…/lib/RT/Config.pm:1037)
[189321] [Mon Mar 28 17:30:28 2022] [info]: RT’s SMIME libraries couldn’t successfully read your configured SMIME keyring directory (/opt/rt-5.0.2/var/data/smime). (/opt/rt-5.0.2/sbin/…/lib/RT/Config.pm:989)
[189321] [Mon Mar 28 17:30:28 2022] [warning]: Running with the internal HTML converter can result in performance issues with some HTML. Install one of the following utilities with your package manager to improve performance with an external tool: w3m, elinks, links, html2text, lynx (/opt/rt-5.0.2/sbin/…/lib/RT/Interface/Email.pm:1521)
Now inserting data.
[189321] [Mon Mar 28 17:30:28 2022] [error]: support is not a valid lifecycle (/opt/rt-5.0.2/sbin/…/lib/RT/Handle.pm:1088)
[189321] [Mon Mar 28 17:30:28 2022] [error]: Could not find RT::Queue Support to apply Severity to (/opt/rt-5.0.2/sbin/…/lib/RT/Handle.pm:1373)
[189321] [Mon Mar 28 17:30:28 2022] [error]: Could not find RT::Queue Support to apply Service Impacted to (/opt/rt-5.0.2/sbin/…/lib/RT/Handle.pm:1373)
[189321] [Mon Mar 28 17:30:28 2022] [warning]: Use of uninitialized value $msg in concatenation (.) or string at /opt/rt-5.0.2/sbin/…/lib/RT/Handle.pm line 1522. (/opt/rt-5.0.2/sbin/…/lib/RT/Handle.pm:1522)
[189321] [Mon Mar 28 17:30:28 2022] [error]: Unable to load queue Support: (/opt/rt-5.0.2/sbin/…/lib/RT/Handle.pm:1522)
[189321] [Mon Mar 28 17:30:28 2022] [warning]: Use of uninitialized value $msg in concatenation (.) or string at /opt/rt-5.0.2/sbin/…/lib/RT/Handle.pm line 1522. (/opt/rt-5.0.2/sbin/…/lib/RT/Handle.pm:1522)
[189321] [Mon Mar 28 17:30:28 2022] [error]: Unable to load queue Support: (/opt/rt-5.0.2/sbin/…/lib/RT/Handle.pm:1522)
[189321] [Mon Mar 28 17:30:28 2022] [warning]: Use of uninitialized value $msg in concatenation (.) or string at /opt/rt-5.0.2/sbin/…/lib/RT/Handle.pm line 1522. (/opt/rt-5.0.2/sbin/…/lib/RT/Handle.pm:1522)
[189321] [Mon Mar 28 17:30:28 2022] [error]: Unable to load queue Support: (/opt/rt-5.0.2/sbin/…/lib/RT/Handle.pm:1522)
[189321] [Mon Mar 28 17:30:28 2022] [warning]: Use of uninitialized value $msg in concatenation (.) or string at /opt/rt-5.0.2/sbin/…/lib/RT/Handle.pm line 1522. (/opt/rt-5.0.2/sbin/…/lib/RT/Handle.pm:1522)
[189321] [Mon Mar 28 17:30:28 2022] [error]: Unable to load queue Support: (/opt/rt-5.0.2/sbin/…/lib/RT/Handle.pm:1522)
[189321] [Mon Mar 28 17:30:28 2022] [warning]: Use of uninitialized value $msg in concatenation (.) or string at /opt/rt-5.0.2/sbin/…/lib/RT/Handle.pm line 1522. (/opt/rt-5.0.2/sbin/…/lib/RT/Handle.pm:1522)
[189321] [Mon Mar 28 17:30:28 2022] [error]: Unable to load queue Support: (/opt/rt-5.0.2/sbin/…/lib/RT/Handle.pm:1522)
[189321] [Mon Mar 28 17:30:28 2022] [warning]: Use of uninitialized value $msg in concatenation (.) or string at /opt/rt-5.0.2/sbin/…/lib/RT/Handle.pm line 1522. (/opt/rt-5.0.2/sbin/…/lib/RT/Handle.pm:1522)
[189321] [Mon Mar 28 17:30:28 2022] [error]: Unable to load queue Support: (/opt/rt-5.0.2/sbin/…/lib/RT/Handle.pm:1522)
[189321] [Mon Mar 28 17:30:28 2022] [warning]: Use of uninitialized value $msg in concatenation (.) or string at /opt/rt-5.0.2/sbin/…/lib/RT/Handle.pm line 1522. (/opt/rt-5.0.2/sbin/…/lib/RT/Handle.pm:1522)
[189321] [Mon Mar 28 17:30:28 2022] [error]: Unable to load queue Support: (/opt/rt-5.0.2/sbin/…/lib/RT/Handle.pm:1522)
[189321] [Mon Mar 28 17:30:28 2022] [warning]: Use of uninitialized value $msg in concatenation (.) or string at /opt/rt-5.0.2/sbin/…/lib/RT/Handle.pm line 1522. (/opt/rt-5.0.2/sbin/…/lib/RT/Handle.pm:1522)
[189321] [Mon Mar 28 17:30:28 2022] [error]: Unable to load queue Support: (/opt/rt-5.0.2/sbin/…/lib/RT/Handle.pm:1522)
[189321] [Mon Mar 28 17:30:28 2022] [warning]: Use of uninitialized value $msg in concatenation (.) or string at /opt/rt-5.0.2/sbin/…/lib/RT/Handle.pm line 1522. (/opt/rt-5.0.2/sbin/…/lib/RT/Handle.pm:1522)
[189321] [Mon Mar 28 17:30:28 2022] [error]: Unable to load queue Support: (/opt/rt-5.0.2/sbin/…/lib/RT/Handle.pm:1522)
[189321] [Mon Mar 28 17:30:28 2022] [warning]: Use of uninitialized value $msg in concatenation (.) or string at /opt/rt-5.0.2/sbin/…/lib/RT/Handle.pm line 1522. (/opt/rt-5.0.2/sbin/…/lib/RT/Handle.pm:1522)
[189321] [Mon Mar 28 17:30:28 2022] [error]: Unable to load queue Support: (/opt/rt-5.0.2/sbin/…/lib/RT/Handle.pm:1522)
[189321] [Mon Mar 28 17:30:28 2022] [warning]: Use of uninitialized value $msg in concatenation (.) or string at /opt/rt-5.0.2/sbin/…/lib/RT/Handle.pm line 1522. (/opt/rt-5.0.2/sbin/…/lib/RT/Handle.pm:1522)
[189321] [Mon Mar 28 17:30:28 2022] [error]: Unable to load queue Support: (/opt/rt-5.0.2/sbin/…/lib/RT/Handle.pm:1522)
[189321] [Mon Mar 28 17:30:28 2022] [warning]: Use of uninitialized value $msg in concatenation (.) or string at /opt/rt-5.0.2/sbin/…/lib/RT/Handle.pm line 1522. (/opt/rt-5.0.2/sbin/…/lib/RT/Handle.pm:1522)
[189321] [Mon Mar 28 17:30:28 2022] [error]: Unable to load queue Support: (/opt/rt-5.0.2/sbin/…/lib/RT/Handle.pm:1522)
[189321] [Mon Mar 28 17:30:28 2022] [warning]: Use of uninitialized value $msg in concatenation (.) or string at /opt/rt-5.0.2/sbin/…/lib/RT/Handle.pm line 1522. (/opt/rt-5.0.2/sbin/…/lib/RT/Handle.pm:1522)
[189321] [Mon Mar 28 17:30:28 2022] [error]: Unable to load queue Support: (/opt/rt-5.0.2/sbin/…/lib/RT/Handle.pm:1522)
[189321] [Mon Mar 28 17:30:28 2022] [warning]: Use of uninitialized value $msg in concatenation (.) or string at /opt/rt-5.0.2/sbin/…/lib/RT/Handle.pm line 1522. (/opt/rt-5.0.2/sbin/…/lib/RT/Handle.pm:1522)
[189321] [Mon Mar 28 17:30:28 2022] [error]: Unable to load queue Support: (/opt/rt-5.0.2/sbin/…/lib/RT/Handle.pm:1522)
[189321] [Mon Mar 28 17:30:28 2022] [warning]: Use of uninitialized value $msg in concatenation (.) or string at /opt/rt-5.0.2/sbin/…/lib/RT/Handle.pm line 1522. (/opt/rt-5.0.2/sbin/…/lib/RT/Handle.pm:1522)
[189321] [Mon Mar 28 17:30:28 2022] [error]: Unable to load queue Support: (/opt/rt-5.0.2/sbin/…/lib/RT/Handle.pm:1522)
[189321] [Mon Mar 28 17:30:28 2022] [warning]: Use of uninitialized value $msg in concatenation (.) or string at /opt/rt-5.0.2/sbin/…/lib/RT/Handle.pm line 1522. (/opt/rt-5.0.2/sbin/…/lib/RT/Handle.pm:1522)
[189321] [Mon Mar 28 17:30:28 2022] [error]: Unable to load queue Support: (/opt/rt-5.0.2/sbin/…/lib/RT/Handle.pm:1522)
[189321] [Mon Mar 28 17:30:28 2022] [warning]: Use of uninitialized value $msg in concatenation (.) or string at /opt/rt-5.0.2/sbin/…/lib/RT/Handle.pm line 1522. (/opt/rt-5.0.2/sbin/…/lib/RT/Handle.pm:1522)
[189321] [Mon Mar 28 17:30:28 2022] [error]: Unable to load queue Support: (/opt/rt-5.0.2/sbin/…/lib/RT/Handle.pm:1522)
[189321] [Mon Mar 28 17:30:28 2022] [error]: Invalid queue (/opt/rt-5.0.2/sbin/…/lib/RT/Handle.pm:1697)
[189321] [Mon Mar 28 17:30:28 2022] [error]: Invalid queue (/opt/rt-5.0.2/sbin/…/lib/RT/Handle.pm:1697)
Done inserting data.
Done.
I tried to run it through a second time and nothing better, just a few duplicate warnings.
[root@nyc-colo-helpdesk RT-Extension-HelpDesk-0.01]# make initdb
/usr/bin/perl -I. -Ilib -I/opt/rt-5.0.2/local/lib -I/opt/rt5/lib /opt/rt-5.0.2/sbin/rt-setup-database --action insert --datadir etc --datafile etc/initialdata --dba root --prompt-for-dba-password --package RT::Extension::HelpDesk --ext-version 0.01
In order to create or update your RT database, this script needs to connect to your mysql instance on localhost (port ‘’) as root
Please specify that user’s database password below. If the user has no database
password, just press return.
Password:
Working with:
Type: mysql
Host: localhost
Port:
Name: rt5
User: rt_user
DBA: root
[189422] [Mon Mar 28 17:33:07 2022] [info]: RT’s GnuPG libraries couldn’t successfully read your configured GnuPG home directory (/opt/rt-5.0.2/var/data/gpg). GnuPG support has been disabled (/opt/rt-5.0.2/sbin/…/lib/RT/Config.pm:1037)
[189422] [Mon Mar 28 17:33:08 2022] [info]: RT’s SMIME libraries couldn’t successfully read your configured SMIME keyring directory (/opt/rt-5.0.2/var/data/smime). (/opt/rt-5.0.2/sbin/…/lib/RT/Config.pm:989)
[189422] [Mon Mar 28 17:33:08 2022] [warning]: Running with the internal HTML converter can result in performance issues with some HTML. Install one of the following utilities with your package manager to improve performance with an external tool: w3m, elinks, links, html2text, lynx (/opt/rt-5.0.2/sbin/…/lib/RT/Interface/Email.pm:1521)
Now inserting data.
[189422] [Mon Mar 28 17:33:08 2022] [error]: Group name ‘Support’ is already in use (/opt/rt-5.0.2/sbin/…/lib/RT/Handle.pm:959)
[189422] [Mon Mar 28 17:33:08 2022] [error]: support is not a valid lifecycle (/opt/rt-5.0.2/sbin/…/lib/RT/Handle.pm:1088)
[189422] [Mon Mar 28 17:33:08 2022] [error]: Could not find RT::Queue Support to apply Severity to (/opt/rt-5.0.2/sbin/…/lib/RT/Handle.pm:1373)
[189422] [Mon Mar 28 17:33:08 2022] [error]: Could not find RT::Queue Support to apply Service Impacted to (/opt/rt-5.0.2/sbin/…/lib/RT/Handle.pm:1373)
[189422] [Mon Mar 28 17:33:08 2022] [warning]: Use of uninitialized value $msg in concatenation (.) or string at /opt/rt-5.0.2/sbin/…/lib/RT/Handle.pm line 1522. (/opt/rt-5.0.2/sbin/…/lib/RT/Handle.pm:1522)
[189422] [Mon Mar 28 17:33:08 2022] [error]: Unable to load queue Support: (/opt/rt-5.0.2/sbin/…/lib/RT/Handle.pm:1522)
[189422] [Mon Mar 28 17:33:08 2022] [warning]: Use of uninitialized value $msg in concatenation (.) or string at /opt/rt-5.0.2/sbin/…/lib/RT/Handle.pm line 1522. (/opt/rt-5.0.2/sbin/…/lib/RT/Handle.pm:1522)
[189422] [Mon Mar 28 17:33:08 2022] [error]: Unable to load queue Support: (/opt/rt-5.0.2/sbin/…/lib/RT/Handle.pm:1522)
[189422] [Mon Mar 28 17:33:08 2022] [warning]: Use of uninitialized value $msg in concatenation (.) or string at /opt/rt-5.0.2/sbin/…/lib/RT/Handle.pm line 1522. (/opt/rt-5.0.2/sbin/…/lib/RT/Handle.pm:1522)
[189422] [Mon Mar 28 17:33:08 2022] [error]: Unable to load queue Support: (/opt/rt-5.0.2/sbin/…/lib/RT/Handle.pm:1522)
[189422] [Mon Mar 28 17:33:08 2022] [warning]: Use of uninitialized value $msg in concatenation (.) or string at /opt/rt-5.0.2/sbin/…/lib/RT/Handle.pm line 1522. (/opt/rt-5.0.2/sbin/…/lib/RT/Handle.pm:1522)
[189422] [Mon Mar 28 17:33:08 2022] [error]: Unable to load queue Support: (/opt/rt-5.0.2/sbin/…/lib/RT/Handle.pm:1522)
[189422] [Mon Mar 28 17:33:08 2022] [warning]: Use of uninitialized value $msg in concatenation (.) or string at /opt/rt-5.0.2/sbin/…/lib/RT/Handle.pm line 1522. (/opt/rt-5.0.2/sbin/…/lib/RT/Handle.pm:1522)
[189422] [Mon Mar 28 17:33:08 2022] [error]: Unable to load queue Support: (/opt/rt-5.0.2/sbin/…/lib/RT/Handle.pm:1522)
[189422] [Mon Mar 28 17:33:08 2022] [warning]: Use of uninitialized value $msg in concatenation (.) or string at /opt/rt-5.0.2/sbin/…/lib/RT/Handle.pm line 1522. (/opt/rt-5.0.2/sbin/…/lib/RT/Handle.pm:1522)
[189422] [Mon Mar 28 17:33:08 2022] [error]: Unable to load queue Support: (/opt/rt-5.0.2/sbin/…/lib/RT/Handle.pm:1522)
[189422] [Mon Mar 28 17:33:08 2022] [warning]: Use of uninitialized value $msg in concatenation (.) or string at /opt/rt-5.0.2/sbin/…/lib/RT/Handle.pm line 1522. (/opt/rt-5.0.2/sbin/…/lib/RT/Handle.pm:1522)
[189422] [Mon Mar 28 17:33:08 2022] [error]: Unable to load queue Support: (/opt/rt-5.0.2/sbin/…/lib/RT/Handle.pm:1522)
[189422] [Mon Mar 28 17:33:08 2022] [warning]: Use of uninitialized value $msg in concatenation (.) or string at /opt/rt-5.0.2/sbin/…/lib/RT/Handle.pm line 1522. (/opt/rt-5.0.2/sbin/…/lib/RT/Handle.pm:1522)
[189422] [Mon Mar 28 17:33:08 2022] [error]: Unable to load queue Support: (/opt/rt-5.0.2/sbin/…/lib/RT/Handle.pm:1522)
[189422] [Mon Mar 28 17:33:08 2022] [warning]: Use of uninitialized value $msg in concatenation (.) or string at /opt/rt-5.0.2/sbin/…/lib/RT/Handle.pm line 1522. (/opt/rt-5.0.2/sbin/…/lib/RT/Handle.pm:1522)
[189422] [Mon Mar 28 17:33:08 2022] [error]: Unable to load queue Support: (/opt/rt-5.0.2/sbin/…/lib/RT/Handle.pm:1522)
[189422] [Mon Mar 28 17:33:08 2022] [warning]: Use of uninitialized value $msg in concatenation (.) or string at /opt/rt-5.0.2/sbin/…/lib/RT/Handle.pm line 1522. (/opt/rt-5.0.2/sbin/…/lib/RT/Handle.pm:1522)
[189422] [Mon Mar 28 17:33:08 2022] [error]: Unable to load queue Support: (/opt/rt-5.0.2/sbin/…/lib/RT/Handle.pm:1522)
[189422] [Mon Mar 28 17:33:08 2022] [warning]: Use of uninitialized value $msg in concatenation (.) or string at /opt/rt-5.0.2/sbin/…/lib/RT/Handle.pm line 1522. (/opt/rt-5.0.2/sbin/…/lib/RT/Handle.pm:1522)
[189422] [Mon Mar 28 17:33:08 2022] [error]: Unable to load queue Support: (/opt/rt-5.0.2/sbin/…/lib/RT/Handle.pm:1522)
[189422] [Mon Mar 28 17:33:08 2022] [warning]: Use of uninitialized value $msg in concatenation (.) or string at /opt/rt-5.0.2/sbin/…/lib/RT/Handle.pm line 1522. (/opt/rt-5.0.2/sbin/…/lib/RT/Handle.pm:1522)
[189422] [Mon Mar 28 17:33:08 2022] [error]: Unable to load queue Support: (/opt/rt-5.0.2/sbin/…/lib/RT/Handle.pm:1522)
[189422] [Mon Mar 28 17:33:08 2022] [warning]: Use of uninitialized value $msg in concatenation (.) or string at /opt/rt-5.0.2/sbin/…/lib/RT/Handle.pm line 1522. (/opt/rt-5.0.2/sbin/…/lib/RT/Handle.pm:1522)
[189422] [Mon Mar 28 17:33:08 2022] [error]: Unable to load queue Support: (/opt/rt-5.0.2/sbin/…/lib/RT/Handle.pm:1522)
[189422] [Mon Mar 28 17:33:08 2022] [warning]: Use of uninitialized value $msg in concatenation (.) or string at /opt/rt-5.0.2/sbin/…/lib/RT/Handle.pm line 1522. (/opt/rt-5.0.2/sbin/…/lib/RT/Handle.pm:1522)
[189422] [Mon Mar 28 17:33:08 2022] [error]: Unable to load queue Support: (/opt/rt-5.0.2/sbin/…/lib/RT/Handle.pm:1522)
[189422] [Mon Mar 28 17:33:08 2022] [warning]: Use of uninitialized value $msg in concatenation (.) or string at /opt/rt-5.0.2/sbin/…/lib/RT/Handle.pm line 1522. (/opt/rt-5.0.2/sbin/…/lib/RT/Handle.pm:1522)
[189422] [Mon Mar 28 17:33:08 2022] [error]: Unable to load queue Support: (/opt/rt-5.0.2/sbin/…/lib/RT/Handle.pm:1522)
[189422] [Mon Mar 28 17:33:08 2022] [warning]: Use of uninitialized value $msg in concatenation (.) or string at /opt/rt-5.0.2/sbin/…/lib/RT/Handle.pm line 1522. (/opt/rt-5.0.2/sbin/…/lib/RT/Handle.pm:1522)
[189422] [Mon Mar 28 17:33:08 2022] [error]: Unable to load queue Support: (/opt/rt-5.0.2/sbin/…/lib/RT/Handle.pm:1522)
[189422] [Mon Mar 28 17:33:08 2022] [warning]: Use of uninitialized value $msg in concatenation (.) or string at /opt/rt-5.0.2/sbin/…/lib/RT/Handle.pm line 1522. (/opt/rt-5.0.2/sbin/…/lib/RT/Handle.pm:1522)
[189422] [Mon Mar 28 17:33:08 2022] [error]: Unable to load queue Support: (/opt/rt-5.0.2/sbin/…/lib/RT/Handle.pm:1522)
[189422] [Mon Mar 28 17:33:08 2022] [error]: Invalid queue (/opt/rt-5.0.2/sbin/…/lib/RT/Handle.pm:1697)
[189422] [Mon Mar 28 17:33:08 2022] [error]: Invalid queue (/opt/rt-5.0.2/sbin/…/lib/RT/Handle.pm:1697)
Could not load root user: Group already has member: root
Failed to grant right SeeGroupDashboard: Support already has the right SeeGroupDashboard on RT::Group 2193
Failed to grant right ShowSavedSearches: Support already has the right ShowSavedSearches on RT::Group 2193
Failed to grant right EditSavedSearches: Support already has the right EditSavedSearches on RT::Group 2193
Failed to grant right ModifyGroupDashboard: Support already has the right ModifyGroupDashboard on RT::Group 2193
Done inserting data.
Done.
I’m going to restore my DB to prior to running the install for this extension, so I am in a clean state incase you need me to try again for testing.
I hope to be of help in troubleshooting. I am looking over the install myself to see if I can understand what went wrong.