RT3: Statistics not plotting graphs (fwd)

RT Users
1

Follow-up on this:

When attempting to view image in the Statistics package’s generated graphs,
using png, the browser prints a lot of high ascii.

(diamond)PNG(4 chars)
IHDR(many more chars)

Versions I’m using:

RT 3.0.9
perl 5.8.3
libgd-2.0.15
GD::Graph 1.53 (actually the code comments say its 1.53, but
perl -e ‘use GD::Graph; print “$GD::Graph::VERSION\n”’; reports 1.43

And in httpd.conf we have support;

AddType image/png png
AddType image/x-png png

What happens is the statistics seem to work, I have real data on tickets for my
queues, but I get broken graphics. The link to the graphic will have something
like:

http://myserver.mydomain.com/Statistics/Resolution/Elements/Chart?x_labels=Mon%208,Tue%209,Wed%2010,Thu%2011,Fri%2012&data1=11308,41,731,81662,34

But we get the broken icon thingie instead of a grapic plot.

This has been verified in mozilla firebird 1.5, netscape 7, and IE6.

So could someone clue me in as to whats missing – that the Statistics
package works is great, but that I cannot get it to draw graphics is
frustrating.

Thanks for all the help, you guys do good work, this is obviously
a great set of packages. Any help appreciated…

2

Do you have RTFM installed, and if so, what version?

Kelly F. Hickel
Senior Software Architect
MQSoftware, Inc
952.345.8677
kfh@mqsoftware.com

-----Original Message-----
From: David M Dennis [mailto:dmd@speakeasy.org]
Sent: Tuesday, March 16, 2004 12:07 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] RT3: Statistics not plotting graphs (fwd)

Follow-up on this:

When attempting to view image in the Statistics package’s generated
graphs,
using png, the browser prints a lot of high ascii.

(diamond)PNG(4 chars)
IHDR(many more chars)

Versions I’m using:

RT 3.0.9
perl 5.8.3
libgd-2.0.15
GD::Graph 1.53 (actually the code comments say its 1.53, but
perl -e ‘use GD::Graph; print “$GD::Graph::VERSION\n”’; reports 1.43

And in httpd.conf we have support;

AddType image/png png
AddType image/x-png png

What happens is the statistics seem to work, I have real data on
tickets
for my
queues, but I get broken graphics. The link to the graphic will have
something
like:

http://myserver.mydomain.com/Statistics/Resolution/Elements/Chart?x_labe
ls

=Mon%208,Tue%209,Wed%2010,Thu%2011,Fri%2012&data1=11308,41,731,81662,34

But we get the broken icon thingie instead of a grapic plot.

This has been verified in mozilla firebird 1.5, netscape 7, and IE6.

So could someone clue me in as to whats missing – that the Statistics
package works is great, but that I cannot get it to draw graphics is
frustrating.

Thanks for all the help, you guys do good work, this is obviously
a great set of packages. Any help appreciated…

±------------------------

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

3

I do have RTFM 2.0.2 installed .

Do you have RTFM installed, and if so, what version?

–
Kelly F. Hickel
Senior Software Architect
MQSoftware, Inc
952.345.8677
kfh@mqsoftware.com

-----Original Message-----
From: David M Dennis [mailto:dmd@speakeasy.org]
Sent: Tuesday, March 16, 2004 12:07 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] RT3: Statistics not plotting graphs (fwd)

Follow-up on this:

When attempting to view image in the Statistics package’s generated
graphs,
using png, the browser prints a lot of high ascii.

(diamond)PNG(4 chars)
IHDR(many more chars)

Versions I’m using:

RT 3.0.9
perl 5.8.3
libgd-2.0.15
GD::Graph 1.53 (actually the code comments say its 1.53, but
perl -e ‘use GD::Graph; print “$GD::Graph::VERSION\n”’; reports 1.43

And in httpd.conf we have support;

AddType image/png png
AddType image/x-png png

What happens is the statistics seem to work, I have real data on
tickets
for my
queues, but I get broken graphics. The link to the graphic will have
something
like:

http://myserver.mydomain.com/Statistics/Resolution/Elements/Chart?x_labe
ls

=Mon%208,Tue%209,Wed%2010,Thu%2011,Fri%2012&data1=11308,41,731,81662,34

But we get the broken icon thingie instead of a grapic plot.

This has been verified in mozilla firebird 1.5, netscape 7, and IE6.

So could someone clue me in as to whats missing – that the Statistics
package works is great, but that I cannot get it to draw graphics is
frustrating.

Thanks for all the help, you guys do good work, this is obviously
a great set of packages. Any help appreciated…

±------------------------

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

4

You need to get a more recent version and install that. There was a bug
in RTFM that introduced a blank line into the output, which corrupts the
png files. Jesse released a fix in an RC of RTFM a few months ago, so
any fairly recent version should do…
-Kelly

-----Original Message-----
From: David M Dennis [mailto:dmd@speakeasy.org]
Sent: Tuesday, March 16, 2004 3:54 PM
To: Kelly F. Hickel
Cc: rt-users@lists.bestpractical.com
Subject: RE: [rt-users] RT3: Statistics not plotting graphs (fwd)

I do have RTFM 2.0.2 installed .

±------------------------

Do you have RTFM installed, and if so, what version?

–
Kelly F. Hickel
Senior Software Architect
MQSoftware, Inc
952.345.8677
kfh@mqsoftware.com

-----Original Message-----
From: David M Dennis [mailto:dmd@speakeasy.org]
Sent: Tuesday, March 16, 2004 12:07 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] RT3: Statistics not plotting graphs (fwd)

Follow-up on this:

When attempting to view image in the Statistics package’s
generated
graphs,
using png, the browser prints a lot of high ascii.

(diamond)PNG(4 chars)
IHDR(many more chars)

Versions I’m using:

RT 3.0.9
perl 5.8.3
libgd-2.0.15
GD::Graph 1.53 (actually the code comments say its 1.53, but
perl -e ‘use GD::Graph; print “$GD::Graph::VERSION\n”’; reports
1.43

And in httpd.conf we have support;

AddType image/png png
AddType image/x-png png

What happens is the statistics seem to work, I have real data on
tickets
for my
queues, but I get broken graphics. The link to the graphic will
have
something
like:

http://myserver.mydomain.com/Statistics/Resolution/Elements/Chart?x_labe

ls

=Mon%208,Tue%209,Wed%2010,Thu%2011,Fri%2012&data1=11308,41,731,81662,34

But we get the broken icon thingie instead of a grapic plot.

This has been verified in mozilla firebird 1.5, netscape 7, and
IE6.

So could someone clue me in as to whats missing – that the
Statistics
package works is great, but that I cannot get it to draw graphics
is

5

Thanks for the info!

Will installing a newer version (mindful of the ‘official’ is 2.02)
fix this bug?

Is it possible to back out of RTFM entirely?

If I make upgrade on RTFM, does that do anything to existing tickets / queues ?

You need to get a more recent version and install that. There was a bug
in RTFM that introduced a blank line into the output, which corrupts the
png files. Jesse released a fix in an RC of RTFM a few months ago, so
any fairly recent version should do…
-Kelly

-----Original Message-----
From: David M Dennis [mailto:dmd@speakeasy.org]
Sent: Tuesday, March 16, 2004 3:54 PM
To: Kelly F. Hickel
Cc: rt-users@lists.bestpractical.com
Subject: RE: [rt-users] RT3: Statistics not plotting graphs (fwd)

I do have RTFM 2.0.2 installed .

±------------------------

On Tue, 16 Mar 2004, Kelly F. Hickel wrote:

Do you have RTFM installed, and if so, what version?

–
Kelly F. Hickel
Senior Software Architect
MQSoftware, Inc
952.345.8677
kfh@mqsoftware.com

-----Original Message-----
From: David M Dennis [mailto:dmd@speakeasy.org]
Sent: Tuesday, March 16, 2004 12:07 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] RT3: Statistics not plotting graphs (fwd)

Follow-up on this:

When attempting to view image in the Statistics package’s
generated
graphs,
using png, the browser prints a lot of high ascii.

(diamond)PNG(4 chars)
IHDR(many more chars)

Versions I’m using:

RT 3.0.9
perl 5.8.3
libgd-2.0.15
GD::Graph 1.53 (actually the code comments say its 1.53, but
perl -e ‘use GD::Graph; print “$GD::Graph::VERSION\n”’; reports
1.43

And in httpd.conf we have support;

AddType image/png png
AddType image/x-png png

What happens is the statistics seem to work, I have real data on
tickets
for my
queues, but I get broken graphics. The link to the graphic will
have
something
like:

http://myserver.mydomain.com/Statistics/Resolution/Elements/Chart?x_labe

ls

=Mon%208,Tue%209,Wed%2010,Thu%2011,Fri%2012&data1=11308,41,731,81662,34

But we get the broken icon thingie instead of a grapic plot.

This has been verified in mozilla firebird 1.5, netscape 7, and
IE6.

So could someone clue me in as to whats missing – that the
Statistics
package works is great, but that I cannot get it to draw graphics
is
frustrating.

Thanks for all the help, you guys do good work, this is obviously
a great set of packages. Any help appreciated…

±------------------------

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

6

I just should have done the work.

In the time,literally, it took to write this mail,

RTFM 2.0.3rc9 make update installed, and fixed most of the
problem ! Thanks for the heads up.

But one graph still doesn’t work – the scatter plot. All the rest
are working, but the Time to Resolve (scatter plot) is still a broken
png .

Any ideas?

Thanks for the info!

Will installing a newer version (mindful of the ‘official’ is 2.02)
fix this bug?

Is it possible to back out of RTFM entirely?

If I make upgrade on RTFM, does that do anything to existing tickets / queues ?

±------------------------

On Tue, 16 Mar 2004, Kelly F. Hickel wrote:

You need to get a more recent version and install that. There was a bug
in RTFM that introduced a blank line into the output, which corrupts the
png files. Jesse released a fix in an RC of RTFM a few months ago, so
any fairly recent version should do…
-Kelly

-----Original Message-----
From: David M Dennis [mailto:dmd@speakeasy.org]
Sent: Tuesday, March 16, 2004 3:54 PM
To: Kelly F. Hickel
Cc: rt-users@lists.bestpractical.com
Subject: RE: [rt-users] RT3: Statistics not plotting graphs (fwd)

I do have RTFM 2.0.2 installed .

±------------------------

On Tue, 16 Mar 2004, Kelly F. Hickel wrote:

Do you have RTFM installed, and if so, what version?

–
Kelly F. Hickel
Senior Software Architect
MQSoftware, Inc
952.345.8677
kfh@mqsoftware.com

-----Original Message-----
From: David M Dennis [mailto:dmd@speakeasy.org]
Sent: Tuesday, March 16, 2004 12:07 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] RT3: Statistics not plotting graphs (fwd)

Follow-up on this:

When attempting to view image in the Statistics package’s
generated
graphs,
using png, the browser prints a lot of high ascii.

(diamond)PNG(4 chars)
IHDR(many more chars)

Versions I’m using:

RT 3.0.9
perl 5.8.3
libgd-2.0.15
GD::Graph 1.53 (actually the code comments say its 1.53, but
perl -e ‘use GD::Graph; print “$GD::Graph::VERSION\n”’; reports
1.43

And in httpd.conf we have support;

AddType image/png png
AddType image/x-png png

What happens is the statistics seem to work, I have real data on
tickets
for my
queues, but I get broken graphics. The link to the graphic will
have
something
like:

http://myserver.mydomain.com/Statistics/Resolution/Elements/Chart?x_labe

ls

=Mon%208,Tue%209,Wed%2010,Thu%2011,Fri%2012&data1=11308,41,731,81662,34

But we get the broken icon thingie instead of a grapic plot.

This has been verified in mozilla firebird 1.5, netscape 7, and
IE6.

So could someone clue me in as to whats missing – that the
Statistics
package works is great, but that I cannot get it to draw graphics
is
frustrating.

Thanks for all the help, you guys do good work, this is obviously
a great set of packages. Any help appreciated…

±------------------------

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
The rt-users Archives

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

7

I got farther then him…

All the graphs show except the scatter plot (last one).

I’m getting this error:
The image \x{201C}https://helpdesk.x.com/rt/Statistics/TimeToResolve/Elements/Chart?x_labels=0,,,2,,,15,,,,,23,,,,,,42,longer&marker_size=1&data1=4,3,2,2,1,2,3,1,1,1,1,1,1,1,1,1,1,1,12\x{201D} cannot be displayed, because it contains errors.

That’s GD::graph 1.43-1 (from debian unstable libgd-graph-perl)
and the Statistics3 tarball from the contrib download page.

-COn Tue, Mar 16, 2004 at 01:53:55PM -0800, David M Dennis wrote:

I do have RTFM 2.0.2 installed .

±------------------------

On Tue, 16 Mar 2004, Kelly F. Hickel wrote:

Do you have RTFM installed, and if so, what version?

–
Kelly F. Hickel
Senior Software Architect
MQSoftware, Inc
952.345.8677
kfh@mqsoftware.com

-----Original Message-----
From: David M Dennis [mailto:dmd@speakeasy.org]
Sent: Tuesday, March 16, 2004 12:07 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] RT3: Statistics not plotting graphs (fwd)

Follow-up on this:

When attempting to view image in the Statistics package’s generated
graphs,
using png, the browser prints a lot of high ascii.

(diamond)PNG(4 chars)
IHDR(many more chars)

Versions I’m using:

RT 3.0.9
perl 5.8.3
libgd-2.0.15
GD::Graph 1.53 (actually the code comments say its 1.53, but
perl -e ‘use GD::Graph; print “$GD::Graph::VERSION\n”’; reports 1.43

And in httpd.conf we have support;

AddType image/png png
AddType image/x-png png

What happens is the statistics seem to work, I have real data on
tickets
for my
queues, but I get broken graphics. The link to the graphic will have
something
like:

http://myserver.mydomain.com/Statistics/Resolution/Elements/Chart?x_labe
ls

=Mon%208,Tue%209,Wed%2010,Thu%2011,Fri%2012&data1=11308,41,731,81662,34

But we get the broken icon thingie instead of a grapic plot.

This has been verified in mozilla firebird 1.5, netscape 7, and IE6.

So could someone clue me in as to whats missing – that the Statistics
package works is great, but that I cannot get it to draw graphics is
frustrating.

Thanks for all the help, you guys do good work, this is obviously
a great set of packages. Any help appreciated…

±------------------------

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
The rt-users Archives

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

signature.asc (189 Bytes)

8

-----Original Message-----
From: David M Dennis [mailto:dmd@speakeasy.org]
Sent: Tuesday, March 16, 2004 4:49 PM
To: Kelly F. Hickel
Cc: rt-users@lists.bestpractical.com
Subject: RE: [rt-users] RT3: Statistics not plotting graphs (fwd)

Thanks for the info!

Will installing a newer version (mindful of the ‘official’ is 2.02)
fix this bug?
It did for almost everyone. Be mindful that you may have “local”
versions of some of the RTFM files in your setup, so it might not fix it
unless you clean those out.

Is it possible to back out of RTFM entirely?
Probably, but I don’t know how.

If I make upgrade on RTFM, does that do anything to existing tickets /
queues ?
I don’t think so, I’d be sure to back things up first… (the installed
directory and the database).

-Kelly

±------------------------

You need to get a more recent version and install that. There was a
bug
in RTFM that introduced a blank line into the output, which corrupts
the
png files. Jesse released a fix in an RC of RTFM a few months ago,
so
any fairly recent version should do…
-Kelly

-----Original Message-----
From: David M Dennis [mailto:dmd@speakeasy.org]
Sent: Tuesday, March 16, 2004 3:54 PM
To: Kelly F. Hickel
Cc: rt-users@lists.bestpractical.com
Subject: RE: [rt-users] RT3: Statistics not plotting graphs (fwd)

I do have RTFM 2.0.2 installed .

±------------------------

Do you have RTFM installed, and if so, what version?

–
Kelly F. Hickel
Senior Software Architect
MQSoftware, Inc
952.345.8677
kfh@mqsoftware.com

-----Original Message-----
From: David M Dennis [mailto:dmd@speakeasy.org]
Sent: Tuesday, March 16, 2004 12:07 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] RT3: Statistics not plotting graphs (fwd)

Follow-up on this:

When attempting to view image in the Statistics package’s
generated
graphs,
using png, the browser prints a lot of high ascii.

(diamond)PNG(4 chars)
IHDR(many more chars)

Versions I’m using:

RT 3.0.9
perl 5.8.3
libgd-2.0.15
GD::Graph 1.53 (actually the code comments say its 1.53, but
perl -e ‘use GD::Graph; print “$GD::Graph::VERSION\n”’;
reports
1.43

And in httpd.conf we have support;

AddType image/png png
AddType image/x-png png

What happens is the statistics seem to work, I have real data
on
tickets
for my
queues, but I get broken graphics. The link to the graphic
will
have
something
like:

http://myserver.mydomain.com/Statistics/Resolution/Elements/Chart?x_labe

ls

=Mon%208,Tue%209,Wed%2010,Thu%2011,Fri%2012&data1=11308,41,731,81662,34

But we get the broken icon thingie instead of a grapic plot.

This has been verified in mozilla firebird 1.5, netscape 7,
and
IE6.

So could someone clue me in as to whats missing – that the
Statistics
package works is great, but that I cannot get it to draw
graphics
is
frustrating.

Thanks for all the help, you guys do good work, this is
obviously

9

-----Original Message-----
From: Chad Waters [mailto:chad@waterz.net]
Sent: Tuesday, March 16, 2004 5:27 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] RT3: Statistics not plotting graphs (fwd)

I got farther then him…

All the graphs show except the scatter plot (last one).

I’m getting this error:
The image

\x{201C}https://helpdesk.x.com/rt/Statistics/TimeToResolve/Elements/Char
t?

x_labels=0,2,15,23,42,longer&marker_size=1&data1=4,3,2,2,1,
2,

3,1,1,1,1,1,1,1,1,1,1,1,12\x{201D} cannot be displayed, because it
contains errors.

That’s GD::graph 1.43-1 (from debian unstable libgd-graph-perl)
and the Statistics3 tarball from the contrib download page.

There’s a newer version of statistics, the post describing it is here:
http://lists.fsck.com/pipermail/rt-users/2004-January/019992.html
(Jesse, can we update the one in Contrib, or put a message pointing
people where to download the latest?)

The version of GD::graph sounds old, I think people have been able to
get it to work with that, but I don’t know if it’s easy.

As the maintainer of Statistics3, I should know just what versions are
required, but the truth is that I haven’t had much time to work on it.
I hope to change that in the coming months, but…

-Kelly

-C

I do have RTFM 2.0.2 installed .

10

GD::Graph was the 1.43 that the Statistics3 v1.1 README mentioned.
If that should be newer, the README has to reflect that.
Not everyone spends hours a day successfully extracting information
out of the RT archives. I know it might come as a shock to some…

-----Original Message-----
From: Chad Waters [mailto:chad@waterz.net]
Sent: Tuesday, March 16, 2004 5:27 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] RT3: Statistics not plotting graphs (fwd)

I got farther then him…

All the graphs show except the scatter plot (last one).

I’m getting this error:
The image

\x{201C}https://helpdesk.x.com/rt/Statistics/TimeToResolve/Elements/Char
t?

x_labels=0,2,15,23,42,longer&marker_size=1&data1=4,3,2,2,1,
2,

3,1,1,1,1,1,1,1,1,1,1,1,12\x{201D} cannot be displayed, because it
contains errors.

That’s GD::graph 1.43-1 (from debian unstable libgd-graph-perl)
and the Statistics3 tarball from the contrib download page.

There’s a newer version of statistics, the post describing it is here:
http://lists.fsck.com/pipermail/rt-users/2004-January/019992.html
(Jesse, can we update the one in Contrib, or put a message pointing
people where to download the latest?)

The version of GD::graph sounds old, I think people have been able to
get it to work with that, but I don’t know if it’s easy.

As the maintainer of Statistics3, I should know just what versions are
required, but the truth is that I haven’t had much time to work on it.
I hope to change that in the coming months, but…

-Kelly

-C

On Tue, Mar 16, 2004 at 01:53:55PM -0800, David M Dennis wrote:

I do have RTFM 2.0.2 installed .

_______________________________________________ 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

11

Yep, but I believe the readme in the newer version specified a newer
GD::Graph…

BTW, I didn’t write it, Harald did, but he passed it on to me awhile
back…
-Kelly

-----Original Message-----
From: David M Dennis [mailto:dmd@speakeasy.org]
Sent: Tuesday, March 16, 2004 7:56 PM
To: Kelly F. Hickel
Cc: Chad Waters; rt-users@lists.bestpractical.com
Subject: RE: [rt-users] RT3: Statistics not plotting graphs (fwd)

GD::Graph was the 1.43 that the Statistics3 v1.1 README mentioned.
If that should be newer, the README has to reflect that.
Not everyone spends hours a day successfully extracting information
out of the RT archives. I know it might come as a shock to some…

±------------------------

-----Original Message-----
From: Chad Waters [mailto:chad@waterz.net]
Sent: Tuesday, March 16, 2004 5:27 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] RT3: Statistics not plotting graphs (fwd)

I got farther then him…

All the graphs show except the scatter plot (last one).

I’m getting this error:
The image

\x{201C}https://helpdesk.x.com/rt/Statistics/TimeToResolve/Elements/Char

t?

x_labels=0,2,15,23,42,longer&marker_size=1&data1=4,3,2,2,1,

2,

3,1,1,1,1,1,1,1,1,1,1,1,12\x{201D} cannot be displayed, because it
contains errors.

That’s GD::graph 1.43-1 (from debian unstable libgd-graph-perl)
and the Statistics3 tarball from the contrib download page.

There’s a newer version of statistics, the post describing it is
here:
http://lists.fsck.com/pipermail/rt-users/2004-January/019992.html
(Jesse, can we update the one in Contrib, or put a message pointing
people where to download the latest?)

The version of GD::graph sounds old, I think people have been able
to
get it to work with that, but I don’t know if it’s easy.

As the maintainer of Statistics3, I should know just what versions
are
required, but the truth is that I haven’t had much time to work on
it.
I hope to change that in the coming months, but…

-Kelly

-C

I do have RTFM 2.0.2 installed .

_______________________________________________ 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

12

The kfh/RT/Statistics3-0_1_3.tgz at anonftp.mqsoftware.com that I just got did
not have a README…

Does it install into {RT}/local ?

Should I rm the Statistics v0.1.1 first ?

Yep, but I believe the readme in the newer version specified a newer
GD::Graph…

BTW, I didn’t write it, Harald did, but he passed it on to me awhile
back…
-Kelly

-----Original Message-----
From: David M Dennis [mailto:dmd@speakeasy.org]
Sent: Tuesday, March 16, 2004 7:56 PM
To: Kelly F. Hickel
Cc: Chad Waters; rt-users@lists.bestpractical.com
Subject: RE: [rt-users] RT3: Statistics not plotting graphs (fwd)

GD::Graph was the 1.43 that the Statistics3 v1.1 README mentioned.
If that should be newer, the README has to reflect that.
Not everyone spends hours a day successfully extracting information
out of the RT archives. I know it might come as a shock to some…

±------------------------

On Tue, 16 Mar 2004, Kelly F. Hickel wrote:

-----Original Message-----
From: Chad Waters [mailto:chad@waterz.net]
Sent: Tuesday, March 16, 2004 5:27 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] RT3: Statistics not plotting graphs (fwd)

I got farther then him…

All the graphs show except the scatter plot (last one).

I’m getting this error:
The image

\x{201C}https://helpdesk.x.com/rt/Statistics/TimeToResolve/Elements/Char

t?

x_labels=0,2,15,23,42,longer&marker_size=1&data1=4,3,2,2,1,

2,

3,1,1,1,1,1,1,1,1,1,1,1,12\x{201D} cannot be displayed, because it
contains errors.

That’s GD::graph 1.43-1 (from debian unstable libgd-graph-perl)
and the Statistics3 tarball from the contrib download page.

There’s a newer version of statistics, the post describing it is
here:
http://lists.fsck.com/pipermail/rt-users/2004-January/019992.html
(Jesse, can we update the one in Contrib, or put a message pointing
people where to download the latest?)

The version of GD::graph sounds old, I think people have been able
to
get it to work with that, but I don’t know if it’s easy.

As the maintainer of Statistics3, I should know just what versions
are
required, but the truth is that I haven’t had much time to work on
it.
I hope to change that in the coming months, but…

-Kelly

-C

On Tue, Mar 16, 2004 at 01:53:55PM -0800, David M Dennis wrote:

I do have RTFM 2.0.2 installed .

_______________________________________________ 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

13

Also, 1.43 is the correct version for GD::graph, I was thinking of the libgd…

-KellyFrom: David M Dennis [mailto:dmd@speakeasy.org]
Sent: Tue 3/16/2004 7:55 PM
To: Kelly F. Hickel
Cc: Chad Waters; rt-users@lists.bestpractical.com
Subject: RE: [rt-users] RT3: Statistics not plotting graphs (fwd)

GD::Graph was the 1.43 that the Statistics3 v1.1 README mentioned. 
If that should be newer, the README has to reflect that. 
Not everyone spends hours a day successfully extracting information 
out of the RT archives.  I know it might come as a shock to some... 

+ Dave Dennis 
+ Seattle, WA 
+ dmd@speakeasy.org 
+ http://www.dmdennis.com
14

Yes, it does, in html/Statistics/README.

Yes, you should install it into {RT}/local.

If you installed v0.1.1 into {RT}/local, you probably don’t need to remove it first, although it wouldn’t hurt…

-KellyFrom: David M Dennis [mailto:dmd@speakeasy.org]
Sent: Tue 3/16/2004 7:59 PM
To: Kelly F. Hickel
Cc: Chad Waters; rt-users@lists.bestpractical.com
Subject: RE: [rt-users] RT3: Statistics not plotting graphs (fwd)

The kfh/RT/Statistics3-0_1_3.tgz at anonftp.mqsoftware.com that I just got did 
not have a README.... 

Does it install into {RT}/local ? 

Should I rm the Statistics v0.1.1 first ? 

+ Dave Dennis 
+ Seattle, WA 
+ dmd@speakeasy.org 
+ http://www.dmdennis.com
15

OK. upgraded Statistics to the link provided to version Statistics3-0_1_3.tgz,
into {RT}/local .

Still have the problem with Time to Resolve (scatter graph) not plotting a
graphic png, but rather a broken link.

View image on the scattergraph and I have this:

The image
http://myserver.mycompany.com/Statistics/TimeToResolve/Elements/Chart?x_labels=0,,,,longer&marker_size=1&data1=21,2,1,1,3
cannot be displayed, because it contains errors.

View properties results in

http://myserver.mycompany.com/Statistics/TimeToResolve/Elements/Chart?x_labels=0,,,,longer&marker_size=1&data1=21,2,1,1,3

So we’ve standardized versions to what is believed to be current in Statistics3
(v0.1.3) and RTFM (v2.0.3 rc 9) . RT is hangin tough at 3.0.9 and the
underlying things are

perl-5.8.3
GD::Graph 1.43
libgd-2.0.15

Any other ideas why the scatter graph is still failing? I get good graphics in
png for the other Statistics (the queues have enough data in them it should be
working…)

Thanks!

Yes, it does, in html/Statistics/README.

Yes, you should install it into {RT}/local.

If you installed v0.1.1 into {RT}/local, you probably don’t need to remove it first, although it wouldn’t hurt…

-Kelly

-----Original Message-----
From: David M Dennis [mailto:dmd@speakeasy.org]
Sent: Tue 3/16/2004 7:59 PM
To: Kelly F. Hickel
Cc: Chad Waters; rt-users@lists.bestpractical.com
Subject: RE: [rt-users] RT3: Statistics not plotting graphs (fwd)

The kfh/RT/Statistics3-0_1_3.tgz at anonftp.mqsoftware.com that I just got did
not have a README…

Does it install into {RT}/local ?

Should I rm the Statistics v0.1.1 first ?

±------------------------

On Tue, 16 Mar 2004, Kelly F. Hickel wrote:

Yep, but I believe the readme in the newer version specified a newer
GD::Graph…

BTW, I didn’t write it, Harald did, but he passed it on to me awhile
back…
-Kelly

-----Original Message-----
From: David M Dennis [mailto:dmd@speakeasy.org]
Sent: Tuesday, March 16, 2004 7:56 PM
To: Kelly F. Hickel
Cc: Chad Waters; rt-users@lists.bestpractical.com
Subject: RE: [rt-users] RT3: Statistics not plotting graphs (fwd)

GD::Graph was the 1.43 that the Statistics3 v1.1 README mentioned.
If that should be newer, the README has to reflect that.
Not everyone spends hours a day successfully extracting information
out of the RT archives. I know it might come as a shock to some…

±------------------------

On Tue, 16 Mar 2004, Kelly F. Hickel wrote:

-----Original Message-----
From: Chad Waters [mailto:chad@waterz.net]
Sent: Tuesday, March 16, 2004 5:27 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] RT3: Statistics not plotting graphs (fwd)

I got farther then him…

All the graphs show except the scatter plot (last one).

I’m getting this error:
The image

\x{201C}https://helpdesk.x.com/rt/Statistics/TimeToResolve/Elements/Char

t?

x_labels=0,2,15,23,42,longer&marker_size=1&data1=4,3,2,2,1,

2,

3,1,1,1,1,1,1,1,1,1,1,1,12\x{201D} cannot be displayed, because it
contains errors.

That’s GD::graph 1.43-1 (from debian unstable libgd-graph-perl)
and the Statistics3 tarball from the contrib download page.

There’s a newer version of statistics, the post describing it is
here:
http://lists.fsck.com/pipermail/rt-users/2004-January/019992.html
(Jesse, can we update the one in Contrib, or put a message pointing
people where to download the latest?)

The version of GD::graph sounds old, I think people have been able
to
get it to work with that, but I don’t know if it’s easy.

As the maintainer of Statistics3, I should know just what versions
are
required, but the truth is that I haven’t had much time to work on
it.
I hope to change that in the coming months, but…

-Kelly

-C

On Tue, Mar 16, 2004 at 01:53:55PM -0800, David M Dennis wrote:

I do have RTFM 2.0.2 installed .

_______________________________________________ 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

16

David,
Some people have just not been able to get the scatter graph to
work, and I haven’t been able to figure out why. If I open mine and
pick a queue with some data, and do a view source, the link to the chart
looks like:

The only obvious thing is that the labels are different, you could save
the source, edit it to look like mine, and see if it works…

Kelly F. Hickel
Senior Software Architect
MQSoftware, Inc
952.345.8677
kfh@mqsoftware.com

-----Original Message-----
From: David M Dennis [mailto:dmd@speakeasy.org]
Sent: Tuesday, March 16, 2004 8:15 PM
To: Kelly F. Hickel
Cc: Chad Waters; rt-users@lists.bestpractical.com
Subject: RE: [rt-users] RT3: Statistics not plotting graphs (fwd)

OK. upgraded Statistics to the link provided to version Statistics3-
0_1_3.tgz,
into {RT}/local .

Still have the problem with Time to Resolve (scatter graph) not
plotting a
graphic png, but rather a broken link.

View image on the scattergraph and I have this:

The image

http://myserver.mycompany.com/Statistics/TimeToResolve/Elements/Chart?x_
la

bels=0,longer&marker_size=1&data1=21,2,1,1,3
cannot be displayed, because it contains errors.

View properties results in

http://myserver.mycompany.com/Statistics/TimeToResolve/Elements/Chart?x_
la

bels=0,longer&marker_size=1&data1=21,2,1,1,3

So we’ve standardized versions to what is believed to be current in
Statistics3
(v0.1.3) and RTFM (v2.0.3 rc 9) . RT is hangin tough at 3.0.9 and the
underlying things are

perl-5.8.3
GD::Graph 1.43
libgd-2.0.15

Any other ideas why the scatter graph is still failing? I get good
graphics in
png for the other Statistics (the queues have enough data in them it
should be
working…)

Thanks!

±------------------------

Yes, it does, in html/Statistics/README.

Yes, you should install it into {RT}/local.

If you installed v0.1.1 into {RT}/local, you probably don’t need to
remove it first, although it wouldn’t hurt…

-Kelly

-----Original Message-----
From: David M Dennis [mailto:dmd@speakeasy.org]
Sent: Tue 3/16/2004 7:59 PM
To: Kelly F. Hickel
Cc: Chad Waters; rt-users@lists.bestpractical.com
Subject: RE: [rt-users] RT3: Statistics not plotting graphs

(fwd)

The kfh/RT/Statistics3-0_1_3.tgz at anonftp.mqsoftware.com that

I

just got did

not have a README....

Does it install into {RT}/local ?

Should I rm the Statistics v0.1.1 first ?

+-------------------------
+ Dave Dennis
+ Seattle, WA
+ dmd@speakeasy.org
+ http://www.dmdennis.com
+-------------------------

> Yep, but I believe the readme in the newer version specified a

newer

> GD::Graph.....
>
> BTW, I didn't write it, Harald did, but he passed it on to me

awhile

> back...
> -Kelly
>
> > -----Original Message-----
> > From: David M Dennis [mailto:dmd@speakeasy.org]
> > Sent: Tuesday, March 16, 2004 7:56 PM
> > To: Kelly F. Hickel
> > Cc: Chad Waters; rt-users@lists.bestpractical.com
> > Subject: RE: [rt-users] RT3: Statistics not plotting graphs

(fwd)

> >
> > GD::Graph was the 1.43 that the Statistics3 v1.1 README

mentioned.

> > If that should be newer, the README has to reflect that.
> > Not everyone spends hours a day successfully extracting

information

> > out of the RT archives.  I know it might come as a shock to

some…

> >
> > +-------------------------
> > + Dave Dennis
> > + Seattle, WA
> > + dmd@speakeasy.org
> > + http://www.dmdennis.com
> > +-------------------------
> >

> >
> > >
> > >
> > > > -----Original Message-----
> > > > From: Chad Waters [mailto:chad@waterz.net]
> > > > Sent: Tuesday, March 16, 2004 5:27 PM
> > > > To: rt-users@lists.bestpractical.com
> > > > Subject: Re: [rt-users] RT3: Statistics not plotting

graphs

(fwd)

> > > >
> > > > I got farther then him...
> > > >
> > > > All the graphs show except the scatter plot (last one).
> > > >
> > > > I'm getting this error:
> > > > The image
> > > >
> > >
>

\x{201C}https://helpdesk.x.com/rt/Statistics/TimeToResolve/Elements/Char

> > > t?
> > > >
> > >
>

x_labels=0,2,15,23,42,longer&marker_size=1&data1=4,3,2,2,1,

> > > 2,
> > > > 3,1,1,1,1,1,1,1,1,1,1,1,12\x{201D} cannot be displayed,

because it

> > > > contains errors.
> > > >
> > > > That's GD::graph 1.43-1 (from debian unstable

libgd-graph-

perl)

> > > > and the Statistics3 tarball from the contrib download

page.

> > > >
> > > There's a newer version of statistics, the post describing

it

is

> here:
> > > http://lists.fsck.com/pipermail/rt-users/2004-

January/019992.html

> > > (Jesse, can we update the one in Contrib, or put a message

pointing

> > > people where to download the latest?)
> > >
> > > The version of GD::graph sounds old, I think people have

been

17

Problem was resolved when it was found a malformed url had crept into
the {RT}/local/Statistics/TimeToResolve/index.html file. Or rather a bad
hidden character. In other words, bad handling of original code.

So nothing to see here, move along… And make certain when untarring to
upgrade, remove original first.

Also, 1.43 is the correct version for GD::graph, I was thinking of the libgd…

-Kelly

-----Original Message-----
From: David M Dennis [mailto:dmd@speakeasy.org]
Sent: Tue 3/16/2004 7:55 PM
To: Kelly F. Hickel
Cc: Chad Waters; rt-users@lists.bestpractical.com
Subject: RE: [rt-users] RT3: Statistics not plotting graphs (fwd)

GD::Graph was the 1.43 that the Statistics3 v1.1 README mentioned.
If that should be newer, the README has to reflect that.
Not everyone spends hours a day successfully extracting information
out of the RT archives. I know it might come as a shock to some…

±------------------------

On Tue, 16 Mar 2004, Kelly F. Hickel wrote:

-----Original Message-----
From: Chad Waters [mailto:chad@waterz.net]
Sent: Tuesday, March 16, 2004 5:27 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] RT3: Statistics not plotting graphs (fwd)

I got farther then him…

All the graphs show except the scatter plot (last one).

I’m getting this error:
The image

\x{201C}https://helpdesk.x.com/rt/Statistics/TimeToResolve/Elements/Char
t?

x_labels=0,2,15,23,42,longer&marker_size=1&data1=4,3,2,2,1,
2,

3,1,1,1,1,1,1,1,1,1,1,1,12\x{201D} cannot be displayed, because it
contains errors.

That’s GD::graph 1.43-1 (from debian unstable libgd-graph-perl)
and the Statistics3 tarball from the contrib download page.

There’s a newer version of statistics, the post describing it is here:
http://lists.fsck.com/pipermail/rt-users/2004-January/019992.html
(Jesse, can we update the one in Contrib, or put a message pointing
people where to download the latest?)

The version of GD::graph sounds old, I think people have been able to
get it to work with that, but I don’t know if it’s easy.

As the maintainer of Statistics3, I should know just what versions are
required, but the truth is that I haven’t had much time to work on it.
I hope to change that in the coming months, but…

-Kelly

-C

On Tue, Mar 16, 2004 at 01:53:55PM -0800, David M Dennis wrote:

I do have RTFM 2.0.2 installed .

_______________________________________________ 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

18

Hello,

Can anybody, please, explain me how I should work with custom fields when
creating a new ticket. I created them from “Global”/“Custom fields menu”.
I’m able to modify their values from “Basics” tab and I’m able to show their
values from the Display.html (I use my own template).

But the problem is when I create a new ticket, absolutely nothing goes into
TicketCustomFieldValues table.

What am I missing here?

Thanks!

Dimitry

19

sounds like you are on the right track. Are you saying you dont see the values in the database (via a sql cmd)? Or that they do not appear when displaying the ticket (custom created view page or default RT view)?
If you see in RT, then all is well (check in default RT view, not just your custom template!).
Not familiar with the tables to say if you are looking in the right place or not - perhaps you would expect them there, but are really stored elsewhere?-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com]On Behalf Of Dimitry
Faynerman
Sent: Monday, March 29, 2004 11:22 AM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] custom fields and new ticket

Hello,

Can anybody, please, explain me how I should work with custom fields when
creating a new ticket. I created them from “Global”/“Custom fields menu”.
I’m able to modify their values from “Basics” tab and I’m able to show their
values from the Display.html (I use my own template).

But the problem is when I create a new ticket, absolutely nothing goes into
TicketCustomFieldValues table.

What am I missing here?

Thanks!

Dimitry

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
This message is intended only for the use of the intended recipient and
may contain information that is PRIVILEGED and/or CONFIDENTIAL. If you
are not the intended recipient, you are hereby notified that any use,
dissemination, disclosure or copying of this communication is strictly
prohibited. If you have received this communication in error, please
destroy all copies of this message and its attachments and notify us
immediately.

20

Yes, I cant see them in the database.

Specifically this query returns nothing:
select * from TicketCustomFieldValues;

However, when I modify the values manually thru the “Basics” tab, the query
does show them.-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Parish, Brent
Sent: Monday, March 29, 2004 8:49 AM
To: rt-users@lists.bestpractical.com
Subject: RE: [rt-users] custom fields and new ticket

sounds like you are on the right track. Are you saying you dont see the
values in the database (via a sql cmd)? Or that they do not appear when
displaying the ticket (custom created view page or default RT view)?
If you see in RT, then all is well (check in default RT view, not just your
custom template!).
Not familiar with the tables to say if you are looking in the right place or
not - perhaps you would expect them there, but are really stored elsewhere?

-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com]On Behalf Of Dimitry
Faynerman
Sent: Monday, March 29, 2004 11:22 AM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] custom fields and new ticket

Hello,

Can anybody, please, explain me how I should work with custom fields when
creating a new ticket. I created them from “Global”/“Custom fields menu”.
I’m able to modify their values from “Basics” tab and I’m able to show their
values from the Display.html (I use my own template).

But the problem is when I create a new ticket, absolutely nothing goes into
TicketCustomFieldValues table.

What am I missing here?

Thanks!

Dimitry

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
This message is intended only for the use of the intended recipient and
may contain information that is PRIVILEGED and/or CONFIDENTIAL. If you
are not the intended recipient, you are hereby notified that any use,
dissemination, disclosure or copying of this communication is strictly
prohibited. If you have received this communication in error, please
destroy all copies of this message and its attachments and notify us
immediately.
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