[rt-devel] RT4.4.0rc2 and RT-IR 3.2.0 - problems creating incident reports and incidents

Lieven Bridts Lieven.Bridts at puurs.be
Fri Jan 8 04:17:37 EST 2016

Hello group,

Our organisation is a veriy satisfied user of RT since several years now.
We use it for our IT-helpdesk.
At this moment I'm experimenting with RT 4.4.0rc2 and RT-IR 3.2.0 but in the proces I ran almost immediately into some troubles.
If I want to create a ticket in 'Incident Reports' I get the message "An internal RT error has occurred. Your administrator can find more details in RT's log files."
Blank page with only the heading and the error.

In the log-files (debug) I can read:


[55990] [Fri Jan  8 08:17:10 2016] [error]: Can't call method "CustomRoles" on an undefined value at /opt/rt4/share/html/Ticket/Elements/EditBasics line 141.

  [/opt/rt4/share/html/autohandler:53] (/opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm:208)


FYI: Line 138-143  in /opt/rt4/share/html/Ticket/Elements/EditBasics

138 my @role_fields;
140 unless ($ExcludeCustomRoles) {
141         my $roles = $QueueObj->CustomRoles;
142         $roles->LimitToSingleValue;
143         while (my $role = $roles->Next) {

Creating tickets in the Queue 'General' works perfectly

Creating 'Incidents' shows me the fields subject, body and attachments, but underneath again the same error. There's also no 'create' button.
The log says:
[54160] [Fri Jan  8 09:02:23 2016] [error]: RT::Queue::InitialPriority Unimplemented in HTML::Mason::Commands. (/opt/rt4/local/plugins/RT-IR/html/RTIR/Incident/Create.html line 202)

  [/opt/rt4/share/html/autohandler:53] (/opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm:208)

The errors appear in all cases. It's raised if I do an update installation, but also with a completely clean installation (empty database/config/...)

I known that RT 4.4 is still a release candidate but is there a possible compatibility-issue between RT 4.4 rc2  and RT-IR 3.2.0 or did I forget something somewhere?


[Beschrijving: http://www.puurs.be/free/P_mail.jpg]

Lieven Bridts
Organisatiebeheersing & Informatiemanagement | Deskundig medewerker ICT | Puurs
tel +32 (0)3 890 15 52 | fax +32 (0)3 890 15 90
Lieven.Bridts at puurs.be<mailto:Lieven.Bridts at puurs.be> | ict at puurs.be<mailto:ict at puurs.be>

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