[Rtir] RTIR 1.1.5 installation problem

Steven McIntosh s.mcintosh at compserv.gla.ac.uk
Thu Aug 18 12:00:46 EDT 2005

Hash: SHA1

Avi Baumstein wrote:
> On Fri, 2005-08-12 at 10:38 +0100, Steven McIntosh wrote:
>>We had the same problem here. We managed to fix it but it was a while
>>ago and we can't remember exactly what we did. Looking through some of
>>our scrappy notes we saw that we removed the description and in rt 1.1.5
>>cp /usr/lib/perl5/site_perl/5.8.5/Module/Install/* inc/Module/Install
> Thanks for the suggestion. That pretty much worked, although I found I
> had to install a number of other packages (Debian testing) to actually
> get it to install. I know I needed libyaml-perl. I also installed
> libmodule-install-perl, but I'm not sure if that was strictly neccesary
> or not. I think I installed something else as well, but now I can't
> remember what, and my notes are kinda iffy. 
> Well, after all that, it still wasn't working right. There was no menu
> option for RITR on the main screen, 

Look in /usr/share/request-tracker3.4/share/html

# chmod -r 755 Callbacks

This should fix this.


and when I opened a ticket in one of
> the RTIR queues (like Incident Reports), the display was standard RT
> rather than RTIR. 
> After monkeying with it for a while with no success, I finally
> uninstalled RT, dropped the database, and started from scratch. Now that
> I have it reinstalled, its pretty much the same. No RTIR option on the
> main screen, and if I put in the URL for RTIR, and then try to create a
> new incident report, I get this error:
> error:  Undefined subroutine &RT::IR::DefaultSLA called
> at /usr/share/request-tracker3.4/html/RTIR/Create.html line 434.
> context:  
> ... 
> 429: 
> }
> 430: 
> }
> 431: 
> 432: 
> my $sla;
> 433: 
> if ($Queue eq 'Incident Reports') {
> 434: 
> $sla = RT::IR::DefaultSLA();
> 435: 
> }
> 436: 
> 437: 
> </%INIT>
> ... 
> code stack:   /usr/share/request-tracker3.4/html/RTIR/Create.html:433
> /usr/share/request-tracker3.4/html/RTIR/autohandler:2
> /usr/share/request-tracker3.4/html/autohandler:215

We had quite a few problems to begin with but managed to sort them out.
Sorry but I can't remember if this was one we encountered on the way. I
found it useful to have copies of the earlier versions and compaired
files that were causing problems. Looking to see what had changed and if
anything had been missed out. You could even try putting in an older
version of the file and see what happens i.e. take the Create.html from

Hope this helps.


> I was able to create an Incident, but when it opens, it has the normal
> RT menus, instead of options like 'open investigation' and whatnot. 
> My guess is that the first problem is caused by missing callbacks, but
> I'm not sure where to look. The second seems like maybe the SLA hasn't
> been configured, but there is no entry on the RTIR menu for
> Configuration, so I can't even check that. 
> Oh, Debian testing, RT3.4.2 (Debain package request-tracker3.4), mysql,
> and rtir-1.1.5. 
> I would appreciate any advise, 
> -avi
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- --
Steven McIntosh
Information Systems Security Officer
Computing Service
James Watt North Building
University of Glasgow
G12 8QQ
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