WinRT Support Blog

Don't buy WinRT if you can use the free version.

2009-02-27T12:24:00.001-08:00

We have updated the WinRt download page (http://www.netvigilance.com/winrt) to make it clearer for users to see and understand the difference between the paid version and the free version.

Explained the difference between RT and winRT, and put a little seperation between the paid version's link and the free version's link, to avoid people paying when they only really need the free version.

Still supporting WinRT Actively ?

2007-07-30T12:48:00.000-07:00

Mario from US ask :

Do you guys still support WinRT actively? I took a look at the blog site and I haven't seen activity in nearly a year ?

Answer :

We never intended to give free Support on WinRT, but some of the questions was just too lame to leave unanswered (what is default username and password - hint see 1st entry in the blog). And Since the questions got more and more specific and less general in Nature we must refer them all to Paid support.

Mario that goes for your specific question too.

So Yes we very much still support WinRT through PAID Support.

Please see http://www.netvigilance.com/winrt-supportplans for pricing and options.

Please order your PAID support on sales [ at ] netvigilance [dot] com

Regards

JJ

Win 2003 Insufficient Memory

2006-12-11T21:57:00.000-08:00

Dave from Melbourne reported that he would get an "Insufficient Memory" error message when install WinRT on Win2003 with 2GB of Ram.

Early investigation showed that the problem did not appear in Windows XP with 2GB.

The problem did also not appear on Win 2003 with 1.5GB Ram and 2Gb of Swap file.

The problem was located in Install shield.

the biggest type in InstallShield is "Number", max size is 2,147,483,647

This means that Installshield cannot correctly handle the amount of memory in Dave's computer without having an Owerflow.

We have coded around the Overflow and the Currently released WinRT 3.4.5 can install on Windows 2003 Server with 2GB of Ram. :-)

Regards

Jesper Jurcenoks
www.netvigilance.com

WinRT Upgrading Version

2006-12-11T21:52:00.000-08:00

Many people ask :

What is the difference between the "Free" and the "Commercial" version of WinRT.

Currently there is only one difference.

The commercial version will Upgrade an existing WinRT 3.0.16 installation to WinRT 3.4.5 and Retain all Tickets.

You cannot install the Free version on top of the WinRT 3.0.16, you have to uninstall 3.0.16 first.

We have had some problems with when running WinRt Upgrading version from other drives than the drive where WinRt was installed. A New version fixing this problem has been uploaded.

Best Regards

Jesper Jurcenoks
www.netvigilance.com

Can I become a reseller of WinRT ?

2006-11-21T17:38:00.000-08:00

Kigunda from Kenya Asks :

Can I become a reseller of WinRT ?

Answer :

RT Is released in GNU GPL Version 2, which states : (oversimplified)

"You may charge a fee for the physical act of transferring a copy" this means between $5 and $25 to send somebody a CD-rom.

But at the same time those who receive the cd-rom can make a copy and give it to whom they wish.

WinRT is a derired product of RT, and must therefore also be in GNU GPL Version 2.

This is why we are giving away WinRT for Free and why the Source to winRt with our modifications are freely downloadable.

We have made a Special Installer why is not a derived work of RT, and which is closed source.

In this installer we have our proprietary code that allows upgrades from earlier versions of WinRT to the latest version. As the Setup and upgrade code is not covered by GNU GPL V.2 we are able to charge for this extra feature.

As we currently only charge $249 for this upgrade the is not enough margin to make it worth while to insert a reseller between us and the end-user.

This however does not mean that you cannot make money on WinRT.

1) Feel free to buy our commercial version of WinRT and sell it at any profit you like. :-)
Be aware that some customer feel cheated when they realise that they could have purchased the program directly from us at a lower price.

2) Resell our Support plans and Installation Support, or incident support to your customers.
Once you show us the business we will give you a margin that if worth your while.

3) Build your own Expertise in WinRT, and resell it to your customers. Sell your own support plans and installation support.

4) Make costum designed additional features to WinRT or customer modifications specific to your customers, note that under GNU GPL you might have to release your modifications as Open Source under GNU GPL.

I hope this helped,

Best Regards

Jesper Jurcenoks
netVigilance, Inc

Removing TabbedUI

2006-11-16T16:11:00.000-08:00

Dear Users of WinRT,

IWe have been forced to remove TabbedUI from the latest version of WinRT, TabbedUI is not part of Best Practicals Distribution of RT, and it is not being kept up to date. as a result we have been shipping a version of WinRT with a faulty TabbedUI.

After Investigating the problems in the TabbedUI we have decided to remove the TabbedUI for now.

netVigilances commitment to WinRT is to Port and Support RT on Windows.

A basis for this is a strong and robust version of RT on Linux/Unix,
Best Practical is doing a fine job with the main Request Tracker, but TabbedI is not as Robust as the rest of the products, therefore it must go.

WinRT dated November 16 2006 and later will not contain TabbedUI

We are currently working on some Compatibility issues that have been reported to us, and once they are fixed, we will continue porting the Current version from Best Practical to windows.
Best Regards

Jesper Jurcenoks
netvigilance, Inc

Customize WinRT

2006-10-27T12:29:00.000-07:00

Jim from New Hamshire writes :

Hello,

We have been testing your version of winrt for the past few weeks (with great success so far).

My question is this. It seems all the support info/docs on the internet for RT refer to the RT_SiteConfig.pm file to make any changes or to customize RT (assuming the Linux variety).

It seems that this doesn't work with the Windows version that you provide. Can you point me in the right direction of what files in what directories we would make our changes that would be the equivalent of modifying the RT_SiteConfig.pm?

I have been able to change the logo by modifying the file:

C:\Program Files\SecureScout\RequestTracker\rt\html\Elements\Header

but beyond this, I am lost.

Thanks for your time..

Answer :

hi Jim.

The file you are looking for is called Rt_Config.pm the name was changed on the linux version of RT some time back.

on WinRt you can find it in :

C:\Program Files\SecureScout\Request Tracker\winrt\conf\RT_Config.pm

when you change this file make sure you completely stop Apache before restarting it, a simple restart will typically not pick up the changes.

Regards

WinRt Support.
Jesper Jurcenoks
www.netvigilance.com

Deleting Tickets

2006-08-25T14:16:00.000-07:00

Ashok from Bangalore writes :

"I login as root... I haven't been able to figure out how I can delete a ticket.... root is a super user and has all priviledges and rights...however when I click on any ticket I get oly the following options.. 'Take' 'Reply' 'Comment'

noting to delete ...how to set this right ?"

Ashok rates this as Severity :"A major feature is broken"

Answer :

1) We don't make RT, we only port it to Windows, any complains on design and usability must be taken to Best Practical.
2) Tickets are not meant to be deleted as part of the normal workflow this is the reason for you not having a delete option. Per definition Ticket are closed and stayes in the system for Audit purposes.
3) to delete a ticket click "Reply", "Resolve" or "Comment", change status to "Deleted" - click "Update Ticket"

Regards

WinRT Support.

To "Give" or "Assign" a ticket.

2006-08-21T15:21:00.000-07:00

We have many Support questions like this one :

How do I "give" or "assign" a ticket to somebody else.

or the advanced variant : When you create a new ticket in a queue (Create.html) or update 'People' (ModifyPeople.html) on a ticket the 'Owner' dropdown only contains the one option, 'nobody'.

We are Sorry to say that in the Current Version of WinRT 3.4.5 you cannot give a ticket to somebody else. They would have to "Take" or "Steal" the ticket.

The rights "AssignTicket" and "GiveTicket" has apparently existed in earlier versions of RT but noone knows why they fell out, Jesse Vincent the maker of RT for Linux noticed that they where missing on april 10th 2006.

netvigilance is not the maker of RT we "only" port it to windows, the missing feature will come into WinRT as soon as it has been published in the Linux RT version.

For the Hardcore administrators there is an untried patch for an "AssignTicket" right on this mailing list, TRY AT YOUR OWN RISK !!!!

Regards

netvigilance support.

Help for Dummies

2006-08-14T09:09:00.000-07:00

Pete from Hull in UK writes :

I haven't got any experience of linux, unix, php, or mysql commands is there any documentation for "dummies" which could be of use?

Pete.

In an ideal world you should not need any knowledge of Linux, Perl or mysql to use the WinRT system.

This book on RT can come in handy though.

RT Essentials

Regards

WinRT support.

No Incomming mail, How to forward mail from Exchange

2006-07-20T15:38:00.000-07:00

Jesse from Australia Writes

I have setup winrt on a winxp box, everything works apart from recieving email back to the queue.
Our mail server is exchange 2003, i have created a mail box for the user but for the life of me cannot work out how to now forward the email back to the winrt box.

How does this work when using an exchange 2003 server?
I have setup a new exchange mail box for the rt user but i am only able to forward mail to another email address not a computer account.

Please help

Hi Jesse.

I think that you already had a look at http://winrt.blogspot.com/2006/05/inbound-email-fetchmail.html

Before involving Exchange lets have a look at the WinRTs ability to accept emails.

Setup your WinRt environment and complete the test from
http://winrt.blogspot.com/2006/07/configure-incoming-emails-on-winrt.html

on your DNS server create an "A RECORD" pointing to your winRT servers ip address.

test the dns by going to the exchange server command prompt and type "ping winrt.yourcompany.com" this should return the ipaddress of the winrt-server to you.

On the exchange server goto the mailbox you made for the WinRt emails and forward all the emails to support@winrt.yourcompany.com

Regards WinRT support

Configure incoming emails on WinRT

2006-07-12T19:41:00.000-07:00

Many People ask us about incoming emails. It can be hard to set up.

First we are gouing to setup a local test environment.

in your WinRT machine goto c:\WINDOWS\system32\drivers\etc and edit the file "hosts" in notepad.

add belov the line "127.0.0.1 localhost"
127.0.0.1 winrt.yourcompany.com

Save "hosts" and exit notepad.

start a command prompt (cmd.exe) and type

net stop "mail caster"

This prevents the emails from entering WinRT yet.

Now lets test your incoming MS SMTP server.

On your WinRT machine start Outlook Express, Populate the Account with the following information :
Display Name : Outlook Express on WinRT (Not important)
email address : outlook@winrt.yourcompany.com (important we will use this address later)
Incomming mail server type: Pop3 (not important)
Incomming mailserver IP : 127.0.0.1 (not important)
outgoing mailserver : 127.0.0.1 (THIS IS IMPORTANT)
Account name : outlook (Not important)
Password : password (Not important)

Now go to Tools : Options : Tab General and DESELECT "Send and receive messages at Startup" and DESELECT "Check for new messages every 30 minutes"

Now make a new email message and address it to anyone at our WinRT Server

Like this :

To : support@winrt.yourcompany.com
Subject : Test of SMTP server on WinRT machine incoming
Body : Testing feels good....
Send the email

now look in the folder C:\Inetpub\mailroot\Drop
you should be able to see you email in here

You can even double-click on the email to verify that this is your email.

Now Log into to RT as root
Create user : outlook
Email : outlook@winrt.yourcompany.com
This is the name we used on TT Profile - Mail from address
Select “Let the user be granted rights”
Save

Go To Global/User rights

Find the user “outlook” (at the very bottom) give the user the following rights :

CommentOnTicket
CreateTicket
ModifyTicket
ReplyToTicket

Now in the command promtp type:

net start "mail caster"

monitor the drop folder to see the email disappering.

In WinRT see that a ticket has be created in the General Queue.

Jesper Jurcenoks
www.netvigilance.com
Regards WinRT Support

Incomming email patch

2006-06-26T16:02:00.000-07:00

We have found a problem in the incomming email handling.

Sometimes emails sent to RT would not appear in the correct queue and sometimes they would not appear at all.

The patch can be downloaded from http://www.netvigilance.com/winrt/download/RT_3_4_5_June_26_2006_emailpatch.zip

The Zip contains the files :

rt-mailgate.in 10,044 bytes
email.pm 26,905bytes

put rt-mailgate.in in C:\Program Files\SecureScout\Request Tracker\rt\bin

put email.pm in C:\Program Files\SecureScout\Request Tracker\rt\lib\RT\Interface

Restart RT

Regards

WinRt Team

Custom Fields problems

2006-06-16T10:50:00.000-07:00

Timothy From Washington DC Writes :

WinRT fails to render the status change message for a custom field value
change (i.e. 'Foofield value changed to Baz') and crashes with an error
message instead.

Reproducibility: Every time
Steps to Reproduce:
1. Create a custom field (select single value), assign it some arbitrary
options, apply it to a queue
2. Create a ticket
3. Assign a value to the custom field

Actual Results:
RT::Ticket::FirstRequestor Unimplemented in RT::Transaction.
(c:/tsmith/rt/Request
Tracker/winrt/cgi/../../rt/lib/RT/Transaction_Vendor.pm line 10)

Trace begun at
c:/tsmith/rt/Common/perl/site/lib/HTML/Mason/Exceptions.pm line 129
HTML::Mason::Exceptions::rethrow_exception('RT::Ticket::FirstRequestor
Unimplemented in RT::Transaction. (c:/tsmith/rt/Request
Tracker/winrt/cgi/../../rt/lib/RT/Transaction_Vendor.pm line 10) ^J')
called at c:/tsmith/rt/Common/perl/site/lib/DBIx/SearchBuilder/Record.pm
line 496
DBIx::SearchBuilder::Record::AUTOLOAD('RT::Ticket=HASH(0x11772a54)')
called at c:/tsmith/rt/Request
Tracker/winrt/cgi/../../rt/lib/RT/Transaction_Vendor.pm line 10
RT::Transaction::__ANON__('RT::Transaction=HASH(0x120d0e50)') called at
c:/tsmith/rt/Request
Tracker/winrt/cgi/../../rt/lib/RT/Transaction_Overlay.pm line 591
RT::Transaction::BriefDescription('RT::Transaction=HASH(0x120d0e50)')
called at C:\tsmith\rt\Request
Tracker\var\mason_data\obj\3865757628\standard\Ticket\El

Expected Results:
I'm not sure. Not that.

Additional Information:
RT is useless to us without this feature. :(

Severity: Major: A major feature is broken

Answer :

Dear Timothy,

Both My programmer and I have tried to reproduce this error without luck.
I did the following :

1) Logged in as root
2) Configuration - Custom Fields, New custom Field
3) Name "Customfield 1", Description "This is the first custom field. type "select one value" Applies to "Tickets", and 2 values. (see screendump)
4) Submit
5) Configuration, Custom Fields, Select Custom Field, Customefield1, Applies to "tickets"
6) Selecting the Unselected object " General"
7) Submit
8) New Ticket in "General"
9) Custom field displayed
10) Name : Testticket, requestor My email :
Customfield1, Value1.
11) Create
Ticket created without incidents.
12) Changed customfield, field "Applies to" from Ticket to "Ticket Transactions"
13) Selected the general queue again for "Applies to"
14) Created another ticket in "General"
No Problem.

Timothy Please try and describe the steps you take to reach the problem.

Regards WinRT support.

Configure outgoing email

2006-06-12T10:50:00.000-07:00

Tim From Canada writes :

I'm having trouble configuring RT to send email. I've set up the Microsoft SMTP server, but when updating help tickets it is still not sending emails. I suspect I have incorrectly entered my server information when installing winrt. Could you please give me some help in how to fill out the email configuration?

Answer :

Dear Tim

There are several placed were you can fail :

Lets first check your WinRT Setting :
Login as Root, Click tabbedUI in the upper right corner, then select tab "Global Setup"

I have my 'STMPServer" set to "localhost" which is the default setting.

Second Issue is to make sure that the IIS SMPserver will actually relay your email to the internet.

This is a simple test of the SMTP server :

on your WinRT machine start Outlook Express, Populate the Account with the following information :
Display Name : Outlook Express on WinRT (Not important)
email address : outlook@winrt.yourcompany.com (not important)
Incomming mail server type: Pop3 (not important)
Incomming mailserver IP : 127.0.0.1 (not important)
outgoing mailserver : 127.0.0.1 (THIS IS IMPORTANT)
Account name : outlook (Not important)
Password : password (Not important)

Now go to Tools : Options : Tab General and DESELECT "Send and receive messages at Startup" and DESELECT "Check for new messages every 30 minutes"

Now make a new email message and address it to your own official mail-account.

Like this :

To : Support@netvigilance.com
Subject : Test of SMTP server on WinRT machine
Body : Testing feels good....

Click send and if every thing is good you will receive the email in your personal mailbox shortly.

But the most common error is this one :

"The message could not be sent because one of the recipients was rejected by the server. The rejected e-mail address was 'support@ netvigilance.com'. Subject 'Test of SMTP Server on WinRT Machine', Account: '127.0.0.1', Server: '127.0.0.1', Protocol: SMTP, Server Response: '550 5.7.1 Unable to relay for support@ netvigilance.com', Port: 25, Secure(SSL): No, Server Error: 550, Error Number: 0x800CCC79"

This is the message that you get if you didn't change the default setting of IIS SMPT server to allow it to relay outbound emails.

This is how you fix it on Windows XP:

Start - Administrative tools - Internet Information Services
Expand your server
Select properties on "Default SMTP Virtual Server"
Tab : Access
Button : Relay...
Select " Only the list below"
Add IP address : 127.0.0.1
Click ok - ok

Now go into Outlook Express and resend your email : (your email is in the outbox)

If this still does not work check dns settings, firewalls, default gateway ip routes etc, and microsoft documentation, but rest assured that the problem is not in WinRT but somewhere in your installation.

Regards

WinRT support.

save un ticket request

2006-06-12T10:34:00.000-07:00

Daniel from France Writes :

I'm connect with root and password,
1) i would like to save un ticket request and execute this request later.
the name of the request is saved .
When i come back and charge this request , the code is empty and the result will be empty.
What can i do for save effectively the request and execute it later for my report exportation ?

2) I would like too the calcul of the duration for the ticket in the report result. (difference time close with time opened)
Is it posible , do you have an add-ons for the stats reporting ?

3) Thanks for answer me soon , i'm choising my production solution now and i'm looking all the products limitations.

Answer :

Dear Daniel :

I don't know how to "save" a "Ticket Request", I have looked in WinRT and I cannot find a hint of what you are talking about. - Sorry. Please elaborate :

2) for Details on the more intricate uses of RT please see the book "RT Essentials" that you can buy from our homepage on http://www.netvigilance.com/winrt

3) We always appreciate when Open Source software is treated in the same league as Commercial Software, but you must remember that we are not getting paid when you download and install WinRT, so please don't expect that we are jumping thru hoops to accomodate your needs, on the other hand, if you where to make a donation or buy a support agreement .....

Regards

WinRT support Team

Problem Loggin in.

2006-06-12T10:17:00.000-07:00

A User writes :

we tried to login as root and password as password which was given by you during the installation. But it not login in .

It says - Error in the user name or password

Please rectify this problem

Answer :
Sorry to disappoint you. We cannot rectify this problem, as it does not exist in our end.

It is correct that we do leave a lot of QA to the community, but we do actually test loggin in before we ship WinRT. I can assure you that the 652 other people who had downloaded WinRt would have complained right away if this had really been a general problem.

Some of the things to look for in your installation :

Did the install complete correctly ?

Try reinstalling.

Check caps lock when loggin in.
check that the mySql server is runing on your machine.

Regards

the WinRT Support team.

Changing Parameters

2006-06-12T10:15:00.000-07:00

Marie from Sweden also asks :

There is lot of parameters listed under System configuration, how do I
change that configuration? I would like to change the RT::SMTPServer for
example.

Answer :

To change the smtp-server etc, click TabbedUI in the upper right corner,
then select Global Setup.

Regards WinRt Team

Language Problem on Swedish Windows

2006-06-12T10:13:00.000-07:00

From Marie in Sweden.

I installed the system locally on my machine, which uses a Swedish version
of Windows. The problem is that the when I installed winRT I got it in
Norwegian for some reason, which is quite hard to understand. I never chose a
language during the installation so I don't understand why winRT uses
Norwegian. How do I change the language?

Answer :

Web/interface language selection is based on the language setting of the
browser. In internet explorer - select - Menu Tools - Internet Options - Tab
General - button "Languages..."
Going from the top down the first language that WinRt supports will be used.
Since WinRT does NOT support Swedish but Norwegian, Russian, Danish, Chinese. and many more.
Your setting is likely :
Swedish, Norwegian (bookmal), english.
Now move english up above Norwegian, but below Swedish and WINRT will be in
Engllish.

Inbound Email - Fetchmail

2006-05-23T17:35:00.000-07:00

We got a question from Ohio.

Hello, thanks for the new beta - install was perfect. I am a long time user of many previous linux versions and for the life of me I can not figure out how to configure the fetchmail on windows. Outbound email works perfectly - how do I get fetchmail to check a pop3 box for incoming email?

Answer :

We cannot get fetchmail to work either :-( So we made another solution. ;-)

Send the emails to the Microsoft SMTP server that is required for installation, the mail will gets picked up from the drop folder by a small windows service that we have made and put directly into the correct RT - queue.

I am sure that you can setup the pop3 server to forward the email.

RT will accept emails in the format queuename@winrtserver.company.com

To utilize several queues with your pop3 system you would have to setup several pop3-accounts one for each queue.

I support that you just send the email directly to the RT server, either with or without an MX record.

Regards

WinRT Support.

Windows Logon Integration

2006-05-23T17:28:00.000-07:00

Brian from Oklahoma asks :

Just a quick question, I am researching possible options for ticket management. WinRT seems to be what I am looking for but I don't really want to have to deal with another database of users for our station. Is there any way to use active directory or NT users?

Answer : Dear Brian, Currently we are foxusing on porting RT to windows, we would like to get that perfected before we move into a fork like Active Directory Authentication etc.

We understand your need but we currently do not have unlimited resources for this project.

If you decide to implement AD authentication yourself then we would be happy to include it in our Installer.

We can also do this task as a contract job for you.

Regards WinRT support.

Fixed : Setup telling me I need at least 1 GB of RAM

2006-04-30T11:22:00.000-07:00

Problem was that we used the Installshield NUMBER Type to store available virtual memory, (-2.147.483.648 +2.147.483.647) so it overflows when you have more than 2GB of virtual memory.

We have uploaded a new Winrt 3.4.5 setup that tried to correct this problem.

Regards

WinRt support.

SSL ?

2006-04-29T13:16:00.000-07:00

Dan asked :

Hey is there any chance of an SSL enabled version of this in the future?

Answer,

Not a bad idea, it is probably a pretty simple operation to get the Apache to run HTTPS.

I can see that it would of cause be an even easier install if you vould just click SSL in setup.

I see 2 routes here :

a) Self signed certificate, Traffic is encrypted but user cannot be sure he is talking to your server
You would click SSL, specify the url for your winnt installation (winnt.mycompany.com), and we would generate a certificate to this url.

b) Certified certificate, you would have to generate a "Certificate Request" from apache/winrt installer, then 3-4 days later a place to install it into the WinRT and reconfigure everything to make it work.

Setup telling me I need at least 1 GB of RAM

2006-04-28T17:34:00.000-07:00

Dan tried the new 3.4.5 and found the First Bug - Good job.

"I have 2gb of virtual memory on every drive and 2gb of physical memory on the server. I can't understand why I would be getting this error. Any ideas?

Thanks...."

My Answer : "Hi Dan.

I specifically put in the memory check because installing on a machine with less than 1GB of virtual memory will fail silently with all kinds of problems.

My install worked fine with 1GB of Ram and 1.5 GB virtual memory.

Maybe we have an overflow condition in the Installshield, my programmer is looking at the problem but it might be a couble of days before we have an answer.

I know it sounds stupid but try reducing available memory (if you - like me - install on vmware then it is just a mouse click).

Regards
WinRT Support

Interested in Testing Beta1

2006-04-28T14:06:00.000-07:00

I got nice emails from Dan and Bill that they would like to test Beta1.

Thanks Guys, I didn't publish your comments because they both had your email address inside.

The 3.4.5 Beta1 is now ready for download on www.netvigilance.com/winrt

Upgrading WinRT

2006-04-25T11:22:00.000-07:00

With 100+ WinRt Downloads in just 2 months of WinRt 3.0.16 the next support question will be :How do I update my WinRT from 3.0.16 to 3.4.5 ?

Honestly, I don't know - now that we got the major bug out of the way we will look into the problems of upgrading.

Asset Tracker Extension

2006-04-25T11:18:00.000-07:00

We got the Support Question : I was wondering if there would be any interest in adding in the Asset Tracker extension for the Request Tracker software. It can be found at http://atwiki.chaka.net/ and would be a handy addition to this software package.

Answer : Asset Tracker is interesting but not currently on the wish list of netVigilances Customers, I foresee that it will be a while before we will consider this, If you want to pay for a conversion then we can always allocate some resources sooner :-)

Working WinRT 3.4.5 Beta1....

2006-04-25T11:08:00.000-07:00

I got a new release of WinRT 3.4.5 today, It installas file, I can login and I made a ticket successfully, so the major problem with 3.4.4 has been solved, I have NOT done any other testing, and I need some volunteers to play with it before it goes into production release. It will go onto the web in a couble of Days for download, I you want to Play with the beta before that leave me a comment on this blog.

2006-04-13T11:16:00.000-07:00

We got a Question to the status of our problems :

This is the status. 3.4.4 will not make a final release - we are currently working on the port of 3.4.5
The problems we had in 3.4.4 also appeared in 3.4.5, so we are killing two birds with one stone.

We have put 400 man hours into 3.4.5 on top of 3.4.4, but the problem is elusive, we did manage to get a working version 3.4.5, but we are currently working on getting to installer tov install the working version every time.

Don't worry we will continue to throw resources after RT until it works, but I am reluctant to make any time estimates.

Oracle ?

2006-04-07T08:59:00.000-07:00

We got a question from Austria : it WinRT running with Oracle 10g, but is it eazy to swith to Oracle?

1) WinRT is currently designed to run with MySql
2) I have not idea how much trouble it is to switch to Oracle, our current main concern it to get it running in a stable manner, then we can worry about switching database later.

WinRT Critital Bug Update

2006-03-30T11:16:00.000-08:00

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

2006-03-30T11:14:00.000-08:00

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

2006-03-22T10:06:00.000-08:00

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

2006-03-22T09:58:00.000-08:00

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

2006-03-22T09:55:00.000-08:00

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

2006-03-22T09:44:00.000-08:00

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

2006-03-22T09:33:00.000-08:00

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.