[rt-users] RE: RTx Statistics

Kelly F. Hickel kfh at mqsoftware.com
Thu Jan 12 11:43:46 EST 2006 

> -----Original Message-----
> From: Newman, Austin [mailto:anewman at gowithips.com]
> Sent: Thursday, January 12, 2006 10:20 AM
> To: Kelly F. Hickel
> Cc: rt-users at lists.bestpractical.com
> Subject: RE: [rt-users] RE: RTx Statistics
> 
> Kelly:
> 
> I appreciate your continued support. I'll try to be as verbose as
> possible. I suspect the issue I see, has something to do with
directory
> structure, but we'll see.
> 
> Okay. I type:
> 
> Http://localhost/rt
> 
> And am presented with the login screen. After logging in the address
bar
> changes to:
> 
> http://localhost/rt/index.html and I am presented with the RT Home
Page.
> 
> To access statistics, I now type:
[Kelly F. Hickel] So, the blue navigation list at the left doesn't have
an entry for RTX-Statistics?

> http://helpdesk/rt/RTx/Statistics and I am presented with the "RT
> Statistics" page. Now, I will select the first option, "Tickets per
day
> per Queue". The URL changes to:
> http://helpdesk/rt/RTx/CallsQueueDay/index.html and I receive an error
> in the web browser:
[Kelly F. Hickel] OK, well this seems wrong.  The file
RTx/Statistics/index.html specifies the href link as
"CallsQueueDay/index.html", so the path should be
http://helpdesk/rt/RTx/Statistics/CallsQueueDay/index.html.

I don't know that much about mason, and I have no idea why the generated
reference is wrong.

> 
> error:   	could not find component for initial path
> '/RTx/CallsQueueDay/index.html' (component roots are:
> '/usr/local/share/request-tracker3.4/html',
> '/usr/share/request-tracker3.4/html')
> context:
> ...
> 199:  	$self->{out_method} = sub { $$bufref .= $_[0] };
> 200:  	}
> 201:  	$self->{use_internal_component_caches} =
> 202:  	$self->{interp}->use_internal_component_caches;
> 203:  	$self->_initialize;
> 204:
> 205:  	return $self;
> 206:  	}
> 207:
> ...
> code stack:  	/usr/share/perl5/HTML/Mason/Request.pm:203
> /usr/share/perl5/Class/Container.pm:265
> /usr/share/perl5/Class/Container.pm:343
> /usr/share/perl5/HTML/Mason/Interp.pm:328
> /usr/share/perl5/HTML/Mason/Interp.pm:322
> /usr/share/perl5/HTML/Mason/CGIHandler.pm:89
> /usr/share/perl5/HTML/Mason/CGIHandler.pm:72
> /usr/share/request-tracker3.4/libexec/mason_handler.fcgi:76
> raw error
> 
> If I change the URL to:
> http://helpdesk/rt/RTx/Statistics/CallsQueueDay/index.html
> Everything works okay, and the page is totally functional.
> 
> 
> The behavior is the same with all the other functions on the RT
> Statistics page. I must always put "Statistics" into the URL in order
to
> access the correct page.
> 
> I have looked at Apache Error logs, and there is nothing exciting
going
> on in there. I checked /var/log/request-tracker3.4 (my apache logs are
> in /var/log/apache2), so I am going to assume I am looking in the
right
> place. Anyway, the /var/log/request-tracker3.4 directory was empty. If
> you need more log infoormation, could you tell me where else to look?
> 
> 
> 
> Thanks a bunch,
> 
> 
> 
> Austin
> 
> 
> 
> -----Original Message-----
> From: Kelly F. Hickel [mailto:kfh at mqsoftware.com]
> Sent: Wednesday, January 11, 2006 7:58 PM
> To: Newman, Austin; Bill
> Cc: rt-users at lists.bestpractical.com
> Subject: RE: [rt-users] RE: RTx Statistics
> 
> 
> Hmm, I thought that someone on the list had tested RTx installs with
> debian.  Unfortunately, I don't really know anything about it except
> that the files aren't where I think they are, but I thought that RTx
was
> supposed to deal with that.  The reason it didn't print out where it
had
> copied the files to is because the files were already up to date.
> 
> What's the actual error that you get (and any messages to the httpd
> error log, or the RT error log) when you invoke the page via direct
URL?
> 
> -Kelly
> 
> -----Original Message-----
> From: Newman, Austin [mailto:anewman at gowithips.com]
> Sent: Wednesday, January 11, 2006 4:24 PM
> To: Kelly F. Hickel; Bill
> Cc: rt-users at lists.bestpractical.com
> Subject: RE: [rt-users] RE: RTx Statistics
> 
> Kelly:
> 
> Thanks for the fast response! Unfortunately, using the make file did
not
> work. I mean the make file and everything worked, but the statistics
> package is not working within RT.
> 
> anewman at localhost:~/Desktop/RTx-Statistics-0.1.8$ sudo perl
Makefile.PL
> 
> Cannot find the location of RT.pm that defines $RT::LocalPath in: inc
> /etc/perl /usr/local/lib/perl/5.8.7 /usr/local/share/perl/5.8.7
> /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.8 /usr/share/perl/5.8
> /usr/local/lib/site_perl . /opt/rt3/lib /opt/lib/rt3 /opt/lib
> /usr/local/rt3/lib /usr/local/lib/rt3 /usr/local/lib /home/rt3/lib
> /home/lib/rt3 /home/lib /usr/rt3/lib /usr/lib/rt3 /usr/lib /sw/rt3/lib
> /sw/lib/rt3 /sw/lib
> 
> (I typed the following path in!)-------\
>                                        |
> 
> Path to your RT.pm:  /usr/share/request-tracker3.4/lib
> 
> Using RT configurations from /usr/share/request-tracker3.4/lib/RT.pm:
> ./html  => /usr/share/request-tracker3.4/html
> ./lib   => /usr/local/share/request-tracker3.4/lib
> kfh: in RTx.pm sub RTx
> Checking if your kit is complete...
> Looks good
> Writing Makefile for RTx::Statistics
> 
> anewman at localhost:~/Desktop/RTx-Statistics-0.1.8$ sudo make
> cp lib/RTx/Statistics.pm blib/lib/RTx/Statistics.pm
> 
> anewman at localhost:~/Desktop/RTx-Statistics-0.1.8$ sudo make install
> Writing
> /usr/local/share/request-tracker3.4/lib/auto/RTx/Statistics/.packlist
> Appending installation info to
> /usr/local/share/request-tracker3.4/lib/perllocal.pod
> 
> (The first installation, it showed me which files it copied and where
> they were copied to. I wish I had that information for you, but I
> don't!)
> 
> And same thing as before with the URLS. If I try:
> http://localhost/rt/RTx/Statistics
> 
> It works, but it is still broken like I described below.
> 
> Do you have any other suggestions? I wonder if I have a parameter
> somewhere in the configuration files that isn't quite right?
> 
> Thanks very much,
> 
> Austin
> 
> 
> 
> -----Original Message-----
> From: Kelly F. Hickel [mailto:kfh at mqsoftware.com]
> Sent: Wednesday, January 11, 2006 3:10 PM
> To: Newman, Austin; Bill
> Cc: rt-users at lists.bestpractical.com
> Subject: RE: [rt-users] RE: RTx Statistics
> 
> 
> Austin,
> 	Yep, you're wrong, but it's not your fault, as I never purged
> the old instructions from the README.  Here's the new/correct
> instructions.... New Installations: Untar this distribution somewhere
> outside of your RT install, run "perl Makefile.PL" followed by "make"
> and "make install".
> 
> 
> Sorry about that....
> 
> --
> 
> Kelly F. Hickel
> Senior Software Architect
> MQSoftware, Inc
> 952.345.8677
> kfh at mqsoftware.com
> 
> 
> > -----Original Message-----
> > From: Newman, Austin [mailto:anewman at gowithips.com]
> > Sent: Wednesday, January 11, 2006 1:53 PM
> > To: Kelly F. Hickel; Bill
> > Cc: rt-users at lists.bestpractical.com
> > Subject: RE: [rt-users] RE: RTx Statistics
> >
> > Hello Bill and Kelly:
> >
> > I'm sorry, but I'm still not getting it. Let me provide you with
some
> > more information.
> > O/S: Ubuntu 5.10 (Breezy Badger)
> > Request Tracker 3.4.2
> > Apache 2.0.54
> > Mod_fastcgi 2.4.2
> > Perl 5.8.7
> >
> > Ubuntu is based on Debian, so I always follow instructions for
Debian.
> 
> > Information in README file RTx-Statistics-0.1.8.tar.gz for Debian
is:
> >
> > "
> > Just put the contents of this archive into
> >
> > /usr/local/share/request-tracker3/
> > "
> >
> > In my Ubunru installation, I have
> >
> > /usr/local/share/request-tracker3.4/
> >
> > Which is where I put it. So now I have:
> >
> > /usr/local/share/request-tracker3.4/RTx-Statistics-0.1.8/html
> > /usr/local/share/request-tracker3.4/RTx-Statistics-0.1.8/inc
> > /usr/local/share/request-tracker3.4/RTx-Statistics-0.1.8/lib
> > And so on and so forth. Now, this didn't look right to me, and it
> didn't
> > work. So I tried, eliminating the RTx-Statistics-0.1.8 folder and
> > copying the files by hand, so all the files in:
> > /usr/local/share/request-tracker3.4/RTx-Statistics-0.1.8/html
> > Ended up in:
> > /usr/local/share/request-tracker3.4/html
> > And all the files in:
> > /usr/local/share/request-tracker3.4/RTx-Statistics-0.1.8/inc
> > Ended up in:
> > /usr/local/share/request-tracker3.4/inc
> >
> > This didn't work, but I was able to access the statistics stuff via:
> > http://localhost/rt/RTx/Statistics (this works) (which makes sense
> > with the folder hierarchy
> > /usr/local/share/request-tracker3.4/html/RTx/Statistics/
> >
> > But then when I click on any of the links, it takes me to
> > http://localhost/rt/RTx/CallsQueueDay/index.html and I get an error.
> > But, I can change it to:
> > http://localhost/rt/RTx/Statistics/CallsQueueDay/index.html (this
> > works).
> >
> > BUT, there is no menu entry anywhere.
> >
> > Anyway, I bet I'm probably overlooking something stupid somewhere in
> the
> > docs somewhere. I really have tried to work through this on my own,
> and
> > I appreciate your help. Hopefully, I have provided enough
information.
> 
> > If not, please let me know what else you need.
> >
> > On another note, I'm not sure if I am clearing out the Mason Cache
> > correctly. The only thing I could figure out (after extensive
> googling)
> > is deleting all the files in this:
> > /var/cache/request-tracker3.4/mason_data/obj
> > It seems like all the other cache folders were empty.
> >
> > Thanks very much!
> > -Austin
> >
> >
> >
> > -----Original Message-----
> > From: Kelly F. Hickel [mailto:kfh at mqsoftware.com]
> > Sent: Thursday, January 05, 2006 8:31 PM
> > To: Bill; Newman, Austin
> > Cc: rt-users at lists.bestpractical.com
> > Subject: RE: [rt-users] RE: RTx Statistics
> >
> >
> > Yep, this is the correct procedure, since (and including) version
> 0.1.6.
> > If there's place in the README (or elsewhere) that this needs to be
> made
> > more clear, please let me know.
> >
> > Thanks,
> > Kelly
> >
> > -----Original Message-----
> > From: rt-users-bounces at lists.bestpractical.com
> > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Bill
> > Sent: Thursday, January 05, 2006 2:03 PM
> > To: Newman, Austin
> > Cc: rt-users at lists.bestpractical.com
> > Subject: Re: [rt-users] RE: RTx Statistics
> >
> >
> > It's incredibly simple really.  Download the latest archive from the
> > wiki ...
> >
> > Uncompress it somewhere outside of rt
> >
> > go into the resultant directory
> >
> > copy all the directories there to
> >
> > <path to rt>/share
> >
> > Stop apache
> > Clear the mason cache
> > Restart apache
> >
> > Hopefully this works for you... I did a bunch of other stuff with it
> > trying to get it working (like the make and stuff).  If this does
not
> > work for you, let me know
> >
> >
> >
> >
> >
> > On Thu, 5 Jan 2006 11:22:04 -0500
> > "Newman, Austin" <anewman at gowithips.com> spake:
> >
> > > Bill:
> > >
> > > I'm wondering if you could post what you found regarding the
> > > installation of the RTx Statistics package. I struggled all day
> > > yesterday trying to get it to work. I can type the URL in
manually,
> > and
> > > it semi-works but there is no menu item for it.
> > >
> > > I don't know if it is relevant, but I am using Ubuntu Breezy
Badger
> > > 5.10. I have tried to follow the Debian instructions for the
> > > install....No go.
> > >
> > > And don't be sorry for posting....I was psyched to find your
> > > post....Someone having the same exact problem as me! I did
> everything
> > > you tried: perl Makefile.PL, make, make test, make install,
restart
> > > apache, etc., etc.....So please, what is the secret?
> > >
> > > Any information you can provide to me would be greatly
appreciated.
> > >
> > >
> > >
> > > Thanks,
> > > Austin
> > >
> > >
> > > Message: 9
> > > Date: Thu, 5 Jan 2006 00:29:42 -0500
> > > From: Bill <Bill at explosivo.com>
> > > Subject: [rt-users] Re: RTx Statistics <- ahhhh
> > > To: rt-users at lists.bestpractical.com
> > > Message-ID: <20060105002942.d6dd0d05.Bill at explosivo.com>
> > > Content-Type: text/plain; charset=US-ASCII
> > >
> > >
> > > Okay, I found the source of confusion...  the readme included with
> the
> >
> > > latest release says:
> > >
> > > Untar this archive into:
> > > <path to rt3>/share
> > >
> > > Which produces
> > >
> > > <path to rt3>/share/RTx-Statistics-0.1.8/html  , .../lib, etc,
> etc...
> > >
> > > I assume when the readme was written, html, inc and lib were at
the
> > top
> > > of the archive file.
> > >
> > > Sorry for the noise, but since I've never dealt with adding in
> > > extensions you can understand my confusion - luckly I stumbled
> across
> > a
> > > change notice for it that showed a full path to one of the files.
> > >
> > > Sorry
> > >
> > >
> > >
> > >
> > > On Thu, 5 Jan 2006 00:21:58 -0500
> > > Bill <Bill at explosivo.com> spake:
> > >
> > > >
> > > > Hello
> > > >
> > > > Can someone shed some light on exactly how I should install the
> RTx
> > > > Statistics package?
> > > >
> > > > I've tried the instructions of just untarring it into
> > > > the /var/www/rt3/share directory
> > > > (giving me: /var/www/rt3/share/RTx-Statistics-0.1.8 )
> > > >
> > > > I've also tried the perl makefiles, make and make install which
> > threw
> > > > some stuff about and installed files into my /var/www/rt3
tree...
> > > >
> > > > I've restarted apache, cleaned the mason cache and all.
> > > >
> > > > Nothing, nada, not a thing.
> > > >
> > > > Can anyone tell me how they got this thing working?  Where
should
> I
> > > > see it in the RT screens?
> > > >
> > > > Any help would be appreciated!!!!!
> > > >
> > > > Bill
> > >
> > > _______________________________________________
> > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> > >
> > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> > >
> > > Download a free sample chapter of RT Essentials from O'Reilly
Media
> at
> > http://rtbook.bestpractical.com
> > >
> > > WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston
> and
> > > San Francisco - Find out more at
> > http://bestpractical.com/services/training.html
> >
> >
> > --
> >
> > Bill Chmura
> > Director of Internet Technology
> > Explosivo ITG
> > Wolcott, CT
> >
> > p: 860.621.8693
> > e: bill at Explosivo.com
> > w. http://www.explosivo.com
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> > Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> >
> > Download a free sample chapter of RT Essentials from O'Reilly Media
at
> 
> > http://rtbook.bestpractical.com
> >
> > WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston
and
> > San Francisco - Find out more at
> > http://bestpractical.com/services/training.html
>

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