WinRT Critital Bug Update

First : Thank you to the WinRT by SecureScout user community who continue to support us with downloads and feedback on the product.

We are working hard on fixing the Critical bug that was discovvered by our user community.

Here are the latest details.

The problem is related to the Database not being initialized correctly.

During installation the the initdb.cgi is called and the Database is created.

Initdb.cgi calls Rt.pm as part of the initialization.

the RT.pm was used unmodified in WinRT 3.0.16 , meaning thatnthe file was the same in Linux and Windows.

In WinRT 3.4.4 we used the RT.pm unmodified from Linux version again, but some statements in the new RT.pm is not really working in our Windows Edition.

We will fix this asap.

Regards

WinRt Support.

Winrt 3.4.4 recalled

We have removed Version 3.4.4 Beta of WinRt from the web-while we are working on a fix for the critical bug, uncovered by the WinRt user community.

SLA Management

Sieng Writes : Hi there,

I need to create 3 levels of response time (15mins, 30mins & 1 hour). Is there a way to do it in WinRT?

Also, how can I have a create a view of all outstanding ticket together with their remaining time before breaching the response time.

Appreciate your help. Thank you.

WinRT Support Answers : Dear Sieng this question is related to Request Tracker in General and not to our Windows Port of RT, you have several Options :

1) check Best Practicals website for hints http://www.bestpractical.com/rt/docs.html
2) Buy the book on RT called "RT Essentials" from Amazon Buy "RT Essentials Now"
3) Pay Best Practical to help you http://www.bestpractical.com/services/support.html
4) Pay netVigilance a little less than best practical to help you

Regards WinRt Support

Cannot create new ticket after fresh ins

A User writes :

After installing WinRT 3.4.4 from the exe file at this site. Login as root and press the new ticket in General. Trying to press the create button to create a new ticket will result a red bar with the following error message.

X RT Error
Ticket could not be created due to an internal error

In the syslog it will give the following message
[Thu Mar 16 15:15:58 2006] [error]: Ticket couldn't be created: (C:/rt/Request Tracker/winrt/cgi/../../rt/lib/RT/Ticket_Overlay.pm:738)
[Thu Mar 16 15:15:58 2006] [error]: WebRT: Ticket could not be created due to an internal error () (C:\rt\Request Tracker\var\mason_data\obj\3865757628\standard\Elements\Error.obj:39)
[Thu Mar 16 15:17:08 2006] [error]: RestrictionsToClauses: I don't know about Delegate.Approver yet at C:/rt/Request Tracker/winrt/cgi/../../rt/lib/RT/Tickets_Overlay.pm line 2556.

The result is no ticket can be create and whole program is not usable

WinRT Support Answer : We have now been able to replicate the problem, and we must admit that 3.4.4 was put on the web prematurely. 3.0.16 Works in this respect.
We are working on a fix.

Where's Manual

Marcel from Germany writes : I just installed RT several times. In the end I want to read the Manual, so I checked the "open manual after install"-box. But the Manual won´t open.

I searched all the dirs, but I can´t find the manual or something like that.

From WinRT Support : Currently the only manual for WinRt can be found at http://www.bestpractical.com/rt/docs.html

I will note that we fix the Installer to not falsely make a claim that a manual exists

Username and Password

The most typical support Question is :

I have installed WinRT with no problems. What is the default login and password, and where are they changed.

Answer :

Username : root
Password : password

(PS we write this info during the installation, on the screen for your benefit, but don't feel bad, I don't read that stuff either)

Welcome

Welcome to the Support Blog for WinRT - Request Tracker by Securescout.

This blog is meant as an easy way to communicate with the many users that have downloaded winrt from http://www.netvigilance.com/winrt.

We will post support questions and they answers here on a regular basis.


Regards the WinRt Support Team.