Ticket Aging and Ticket Locking install assistance

RT: 3.8.8
RTFM: 2.4.2
RTIR: 2.6.0

I’ve installed the above three pieces of software, and made very minimal changes (updating the site name, adding a user, modifying root) but other than that much of it is default.

Little bit confused by the following (RTIR-2.6.0):

  1. If you want to enable ticket/incident aging, install RT::Extension::TicketAging
    following the installation instructions in that extension’s INSTALL and README
    files.

  2. If you want to enable ticket locking, install RT::Extension::TicketLocking
    following the installation instructions in that extension’s README file.

So I’m trying to install these via CPAN of course, working with TicketAging first.

During manual CPAN install, after correcting the ‘Age’ custom field missing, I have:

Failed Test Stat Wstat Total Fail List of Failed
t/01.basics.t 2 512 6 2 1 4
t/02.finished-age.t 4 1024 25 4 2 7 14 21
t/03.dead-age.t 3 768 26 3 3 10 20
t/04.extinct-age.t 2 512 9 2 2 5
t/05.destroyed-age.t 1 256 4 1 3
t/07.reopen.t 2 512 6 2 2 5
Failed 6/8 test scripts. 14/81 subtests failed.
Files=8, Tests=81, 170 wallclock secs (159.07 cusr + 5.92 csys = 164.99 CPU)
Failed 6/8 test programs. 14/81 subtests failed.
make: *** [test_dynamic] Error 2

I’m still trying to make sense of this, but it looks like:

The RTAddressRegexp option is not set in the config. Not setting this option results in additional SQL queries to check whether each address belongs to RT or not. It is especially important to set this option if RT recieves emails on addresses that are not in the database or config. (/opt/rt3/lib/RT/Config.pm:343)

Is my core problem. Right now I haven’t setup the e-mail routing because this system is being built currently. Do I have to finish the mail queue settings for RT before I can complete the install of RT::Extension::TicketAging and RT::Extension::TicketLocking ?

Given the difficulty with TicketAging, I haven’t attempted TicketLocking at this time.

Help would be appreciated.

  • Brian Menges
    Abuse Administrator
    GoGrid | ServePath | ColoServe | UpStream Networks

Hi,

  1. Do you really need this additional features?
  2. Running tests required DBA access to create new DB and populate it
    with data. So mainly only developers run tests. CPAN shell just don’t
    have enough knoledge to run those tests.
  3. The doc clearly says install according to instructions, it doesn’t
    say use CPAN shell or run the following commands.
  4. These two extensions havn’t been tested on new RT/RTIR releases,
    but I believe they work.On Wed, Dec 29, 2010 at 11:43 PM, bmenges.abuse bmenges.abuse@gogrid.com wrote:

RT: 3.8.8
RTFM: 2.4.2
RTIR: 2.6.0

I’ve installed the above three pieces of software, and made very minimal changes (updating the site name, adding a user, modifying root) but other than that much of it is default.

Little bit confused by the following (RTIR-2.6.0):

  1. If you want to enable ticket/incident aging, install RT::Extension::TicketAging
    following the installation instructions in that extension’s INSTALL and README
    files.

  2. If you want to enable ticket locking, install RT::Extension::TicketLocking
    following the installation instructions in that extension’s README file.

So I’m trying to install these via CPAN of course, working with TicketAging first.

During manual CPAN install, after correcting the ‘Age’ custom field missing, I have:

Failed Test Stat Wstat Total Fail List of Failed

t/01.basics.t 2 512 6 2 1 4
t/02.finished-age.t 4 1024 25 4 2 7 14 21
t/03.dead-age.t 3 768 26 3 3 10 20
t/04.extinct-age.t 2 512 9 2 2 5
t/05.destroyed-age.t 1 256 4 1 3
t/07.reopen.t 2 512 6 2 2 5
Failed 6/8 test scripts. 14/81 subtests failed.
Files=8, Tests=81, 170 wallclock secs (159.07 cusr + 5.92 csys = 164.99 CPU)
Failed 6/8 test programs. 14/81 subtests failed.
make: *** [test_dynamic] Error 2

I’m still trying to make sense of this, but it looks like:

The RTAddressRegexp option is not set in the config. Not setting this option results in additional SQL queries to check whether each address belongs to RT or not. It is especially important to set this option if RT recieves emails on addresses that are not in the database or config. (/opt/rt3/lib/RT/Config.pm:343)

Is my core problem. Right now I haven’t setup the e-mail routing because this system is being built currently. Do I have to finish the mail queue settings for RT before I can complete the install of RT::Extension::TicketAging and RT::Extension::TicketLocking ?

Given the difficulty with TicketAging, I haven’t attempted TicketLocking at this time.

Help would be appreciated.

  • Brian Menges
    Abuse Administrator
    GoGrid | ServePath | ColoServe | UpStream Networks

Rtir mailing list
Rtir@lists.bestpractical.com
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rtir

Best regards, Ruslan.

  1. preferably yes
  2. OK, so no tests then , run from source install
  3. yes, clearly, I read it – I still asked my question
  4. OK…

In any event… I did install from the source, but now apache2 won’t start… trying to decrypt the message and I’m getting a little lost:

[Wed Dec 29 14:37:04 2010] [error] Require of RT::Action::TicketAgingActivate failed.\nCan’t locate RT/Action/TicketAgingActivate.pm in @INC (@INC contains: /opt/rt3/bin/…/local/lib /opt/rt3/local/plugins/RT-FM/lib /opt/rt3/local/plugins/RT-IR/lib /opt/rt3/bin/…/lib /etc/perl /usr/local/lib/perl/5.10.0 /usr/local/share/perl/5.10.0 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.10 /usr/share/perl/5.10 /usr/local/lib/site_perl . /etc/apache2) at (eval 2514) line 3.\n\nCompilation failed in require at (eval 2) line 1.\n

Where is this include? Since this isn’t going to work for this instance, I’m trying to back it out. Unfortunately installing from source wasn’t helpful … according to its INSTALL guide, which is very minimal. Does this mean I also need TicketAgingActivate as well?

For the moment, I’ve disabled the site which has brought apache2 back until this is resolved…

Hi,

  1. Do you really need this additional features?
  2. Running tests required DBA access to create new DB and populate it
    with data. So mainly only developers run tests. CPAN shell just don’t
    have enough knoledge to run those tests.
  3. The doc clearly says install according to instructions, it doesn’t
    say use CPAN shell or run the following commands.
  4. These two extensions havn’t been tested on new RT/RTIR releases,
    but I believe they work.

Aha. Docs are out of date. Add RT::Extension::TicketAging to @Plugins
ooption in the RT site config.On Thu, Dec 30, 2010 at 1:49 AM, bmenges.abuse bmenges.abuse@gogrid.com wrote:

  1. preferably yes
  2. OK, so no tests then , run from source install
  3. yes, clearly, I read it – I still asked my question
  4. OK…

In any event… I did install from the source, but now apache2 won’t start… trying to decrypt the message and I’m getting a little lost:

[Wed Dec 29 14:37:04 2010] [error] Require of RT::Action::TicketAgingActivate failed.\nCan’t locate RT/Action/TicketAgingActivate.pm in @INC (@INC contains: /opt/rt3/bin/…/local/lib /opt/rt3/local/plugins/RT-FM/lib /opt/rt3/local/plugins/RT-IR/lib /opt/rt3/bin/…/lib /etc/perl /usr/local/lib/perl/5.10.0 /usr/local/share/perl/5.10.0 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.10 /usr/share/perl/5.10 /usr/local/lib/site_perl . /etc/apache2) at (eval 2514) line 3.\n\nCompilation failed in require at (eval 2) line 1.\n

Where is this include? Since this isn’t going to work for this instance, I’m trying to back it out. Unfortunately installing from source wasn’t helpful … according to its INSTALL guide, which is very minimal. Does this mean I also need TicketAgingActivate as well?

For the moment, I’ve disabled the site which has brought apache2 back until this is resolved…

  • Brian Menges
    Abuse Administrator
    GoGrid | ServePath | ColoServe | UpStream Networks

-----Original Message-----
From: ruslan.zakirov@gmail.com [mailto:ruslan.zakirov@gmail.com] On Behalf Of Ruslan Zakirov
Sent: Wednesday, December 29, 2010 2:02 PM
To: bmenges.abuse
Cc: rtir@lists.bestpractical.com
Subject: Re: [Rtir] Ticket Aging and Ticket Locking install assistance

Hi,

  1. Do you really need this additional features?
  2. Running tests required DBA access to create new DB and populate it
    with data. So mainly only developers run tests. CPAN shell just don’t
    have enough knoledge to run those tests.
  3. The doc clearly says install according to instructions, it doesn’t
    say use CPAN shell or run the following commands.
  4. These two extensions havn’t been tested on new RT/RTIR releases,
    but I believe they work.

On Wed, Dec 29, 2010 at 11:43 PM, bmenges.abuse bmenges.abuse@gogrid.com wrote:

RT: 3.8.8
RTFM: 2.4.2
RTIR: 2.6.0

I’ve installed the above three pieces of software, and made very minimal changes (updating the site name, adding a user, modifying root) but other than that much of it is default.

Little bit confused by the following (RTIR-2.6.0):

  1. If you want to enable ticket/incident aging, install RT::Extension::TicketAging
    following the installation instructions in that extension’s INSTALL and README
    files.

  2. If you want to enable ticket locking, install RT::Extension::TicketLocking
    following the installation instructions in that extension’s README file.

So I’m trying to install these via CPAN of course, working with TicketAging first.

During manual CPAN install, after correcting the ‘Age’ custom field missing, I have:

Failed Test Stat Wstat Total Fail List of Failed

t/01.basics.t 2 512 6 2 1 4
t/02.finished-age.t 4 1024 25 4 2 7 14 21
t/03.dead-age.t 3 768 26 3 3 10 20
t/04.extinct-age.t 2 512 9 2 2 5
t/05.destroyed-age.t 1 256 4 1 3
t/07.reopen.t 2 512 6 2 2 5
Failed 6/8 test scripts. 14/81 subtests failed.
Files=8, Tests=81, 170 wallclock secs (159.07 cusr + 5.92 csys = 164.99 CPU)
Failed 6/8 test programs. 14/81 subtests failed.
make: *** [test_dynamic] Error 2

I’m still trying to make sense of this, but it looks like:

The RTAddressRegexp option is not set in the config. Not setting this option results in additional SQL queries to check whether each address belongs to RT or not. It is especially important to set this option if RT recieves emails on addresses that are not in the database or config. (/opt/rt3/lib/RT/Config.pm:343)

Is my core problem. Right now I haven’t setup the e-mail routing because this system is being built currently. Do I have to finish the mail queue settings for RT before I can complete the install of RT::Extension::TicketAging and RT::Extension::TicketLocking ?

Given the difficulty with TicketAging, I haven’t attempted TicketLocking at this time.

Help would be appreciated.

  • Brian Menges
    Abuse Administrator
    GoGrid | ServePath | ColoServe | UpStream Networks

Rtir mailing list
Rtir@lists.bestpractical.com
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rtir


Best regards, Ruslan.


Rtir mailing list
Rtir@lists.bestpractical.com
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rtir

Best regards, Ruslan.

$ cat /opt/rt3/etc/RT_SiteConfig.pm | grep Plugins
Set(@Plugins,qw(RT::FM),qw(RT::IR),qw(RT::Extension::TicketAging));

This worked. Thank you. The docs specified ‘use RT::Extension::TicketAging’ and apache was barfing.

Thanks again. Now back to setting this up further.

Aha. Docs are out of date. Add RT::Extension::TicketAging to @Plugins
ooption in the RT site config.