Details
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Type:
extRequest
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Status: Closed
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Priority:
Blocker
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Resolution: Done
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Fix Version/s: 2021
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Component/s: FIWARE-TECH-HELP
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Labels:None
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Sender Email:
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HD-Chapter:Security
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HD-Enabler:KeyRock
Description
Hi,
The applicant with the previous ticket at jira (closed -
https://jira.fiware.org/browse/HELC-1055) and redmine (closed -
http://techsupport.creatifi.eu/issues/414) has reopened the issue.
Here is the message:
*I'm reopening this issue, it took eight days to get an answer and then you
close it after two days...*
*"We're running our own instance of KeyRock and it's been working great but
we've now *
*run into this problem: libMagickCore.so.2: cannot open shared object file:
No such file or directory ... RMagick2.so (LoadError)"*
It's not solved, it persists.
You told us:
*"It looks like an error in the old IdM version (the Ruby on Rails one)
https://github.com/ging/fi-ware-idm-deprecated
<https://github.com/ging/fi-ware-idm-deprecated>.*
Check this link, it might be of some help:
*http://stackoverflow.com/questions/16684544/libmagickcore-so-4-cannot-open-shared-object-file-no-such-file-or-directory
<http://stackoverflow.com/questions/16684544/libmagickcore-so-4-cannot-open-shared-object-file-no-such-file-or-directory>"*
*We're already aware of the problem being Keyrock and the first thing we
did was looking for solutions on StackOverflow.*
*You say "old IdM" version, but the GE provider is still responsible to
support it and we would like proper support.*
*This is important for us since it´s what validates our project in call 2,
we now had to circumvent everything.*
Thank you for taking this issue seriously.
KR,
--------------------------------------------------------
Gerard Castillo Lasheras
Enginyer de Projectes
Fundació i2CAT - Unitat Audiovisual
SkypeID: gerardcl85
Telf.: +34.93.553.26.30 (530)
--------------------------------------------------------
Since January 1st, old domains won't be supported and messages sent to any domain different to @lists.fiware.org will be lost.
Please, send your messages using the new domain (Fiware-creatifi-coaching@lists.fiware.org) instead of the old one.
_______________________________________________
Fiware-creatifi-coaching mailing list
Fiware-creatifi-coaching@lists.fiware.org
https://lists.fiware.org/listinfo/fiware-creatifi-coaching
[Created via e-mail received from: Gerard Castillo Lasheras <gerard.castillo@i2cat.net>]
Issue Links
- relates to
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HELC-1076
FIWARE.Request.Coach.CreatiFI.General Support #416: Dependency problem in KeyRock (reopened)
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- Closed
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Activity
Hi Silvio,
see the "emails" tab. I've already answered via email. So I will continue the discussion there. That's how I usually work with help desk.
BR
Understood Alvaro but this creates some problems:
- we do not have a clear tracking of the problem
- I, as coach (remember that the ticket assigned to you is a clone of another ticket), am not aware of the process
- the user can complain (as in this case) that the ticket has been closed without solving (or without a confirmation that) the problem (has been solved).
For all these reasons I would suggest to: - keep the ticket open until the problem is solved (of course if the user doesn't provide feedback in a reasonable time, the ticket can be closed in any case)
- use the mailing list to inform the user because in this way the body of the email is also copied to the comment tab. Or alternatively configuring the email of the user associated to the ticket(Edit button) and then writing the comment (that will be automatically fwd via email to the user).
Ok, I don't know that option. So I have to copy the user's email in "Sender Email", right?
Anyway I always answered the emails of the thread with the JIRA mail address in copy so all the mails are saved under "emails" tab. You can follow the discussion there.
BR
Yes this is an option, but in this case you have to put the comment on jira and then the email should be sent automatically.
What I am not sure is if it works also without putting the email in the sender field, just because "FW External User" is the originator of the ticket. I mean just putting the comment and that's all.
Please ask Manuel about this.
But the important thing is to have track of the "discussion" on the ticket. Otherwise it is just a private exchange of emails.
testing mail
Hi Silvio,
I was already sending the emails that way but I've jus discovered I have to configure an option to include the body as a comment. It was disabled by default.
BR
Hi Gerard,
do you have news regarding this issue?
Thanks,
BR
Good morning,
Gerard is currently not working in i2Cat so I am now responsible for the
CreatiFI technical support.
This issue is still opened and the last message sent to the applicant was
that we were waiting for a solution (25 days ago). Any news about that?
Maybe you sent a solution to Gerard but he didn't answer the applicant (nor
re-sent me the email).
Keep in touch,
Marc Palau
i2CAT - Software Engineering Group
2015-10-30 19:03 GMT+01:00 Gerard Castillo Lasheras <
Hi Marc,
the version of Keyrock he is trying to install is an old version. We released the new version on March so we are now only offering support for this version. Please, could you advice the applicant to use the new one?
BR
–
Álvaro
Closing the ticket due to inactivity.
Alvaro, please read in the link below how to answer the user from JIRA.
Obviously, this is the preferred pattern to follow since it allows other to understand what happened during the exchange.
Thanks.
http://backlog.fiware.org/guide/tracker.html#email-issue
Hi Alvaro,
why this ticket has been closed without any comment?
Can you clarify please?
Thanks
silvio