Re: [rt-users] Documentation.
Deepika Bhatia wrote: >>> Is there any users manual and administrators manual available for RT? >>> >>> Hi, We are currently writing end user documentation for RT, and it would really help to see what has been done before. If you care to share ;-) Many Thanks, Tom ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Customer Service Workflow
I don't follow. On 1/14/08, Steve Cochran <[EMAIL PROTECTED]> wrote: > > > One of the problems is that any ticket that is closed but responded to > is also owned by the first person to respond. So even if the logout > code cleared any tickets they owned, more worried about tickets that > become owned when they aren't there. > > Steve > > On Jan 14, 2008, at 11:58 AM, Todd Chapman wrote: > > > You could have the person log out of RT before they leave. Then have > > the RT logout code give all that person's tickets to Nobody. > > ___ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: [EMAIL PROTECTED] > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
RE: [rt-users] Documentation.
3.6.4 should be good. We are on 3.6.5 -Original Message- From: Kenneth Crocker [mailto:[EMAIL PROTECTED] Sent: Monday, January 14, 2008 3:11 PM To: Deepika Bhatia Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Documentation. Deepika, What version do you have? I have two Queue Admin guides, 1 for 3.4.4 and another for 3.6.4. Kenn LBNL On 1/14/2008 3:09 PM, Deepika Bhatia wrote: > We are using RT as a help desk tool and what I am looking for is the one that > work and manage the queue. I don't need the create tickets one. > > Deepika > > -Original Message- > From: Kenneth Crocker [mailto:[EMAIL PROTECTED] > Sent: Monday, January 14, 2008 3:05 PM > To: Deepika Bhatia > Cc: rt-users@lists.bestpractical.com > Subject: Re: [rt-users] Documentation. > > Deepika, > > > We have developed two users guides; 1 for regular users (those that > "create" tickets and the other for those that work manage a queue. We > use RT to manage all of our software maintenence requests and projects. > If you do not use RT for software maintenence, then our guides probably > would not help you. However, I can send you our list of the rights & > Privileges and how we use them. along with our glossary of terms. If > you're using RT as a help desk tool then our stuff may not help you. > > Kenn > LBNL > > On 1/14/2008 1:54 PM, Deepika Bhatia wrote: >> Kevin- >> >> >> >> Is there any users manual and administrators manual available for RT? >> >> >> >> ~~~ >> >> Deepika Bhatia >> >> Sr. Manager >> >> Prosum Technology Services >> >> >> >> >> >> >> ___ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: [EMAIL PROTECTED] >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com > > ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Documentation.
Deepika, What version do you have? I have two Queue Admin guides, 1 for 3.4.4 and another for 3.6.4. Kenn LBNL On 1/14/2008 3:09 PM, Deepika Bhatia wrote: We are using RT as a help desk tool and what I am looking for is the one that work and manage the queue. I don't need the create tickets one. Deepika -Original Message- From: Kenneth Crocker [mailto:[EMAIL PROTECTED] Sent: Monday, January 14, 2008 3:05 PM To: Deepika Bhatia Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Documentation. Deepika, We have developed two users guides; 1 for regular users (those that "create" tickets and the other for those that work manage a queue. We use RT to manage all of our software maintenence requests and projects. If you do not use RT for software maintenence, then our guides probably would not help you. However, I can send you our list of the rights & Privileges and how we use them. along with our glossary of terms. If you're using RT as a help desk tool then our stuff may not help you. Kenn LBNL On 1/14/2008 1:54 PM, Deepika Bhatia wrote: Kevin- Is there any users manual and administrators manual available for RT? ~~~ Deepika Bhatia Sr. Manager Prosum Technology Services ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
RE: [rt-users] Documentation.
We are using RT as a help desk tool and what I am looking for is the one that work and manage the queue. I don't need the create tickets one. Deepika -Original Message- From: Kenneth Crocker [mailto:[EMAIL PROTECTED] Sent: Monday, January 14, 2008 3:05 PM To: Deepika Bhatia Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Documentation. Deepika, We have developed two users guides; 1 for regular users (those that "create" tickets and the other for those that work manage a queue. We use RT to manage all of our software maintenence requests and projects. If you do not use RT for software maintenence, then our guides probably would not help you. However, I can send you our list of the rights & Privileges and how we use them. along with our glossary of terms. If you're using RT as a help desk tool then our stuff may not help you. Kenn LBNL On 1/14/2008 1:54 PM, Deepika Bhatia wrote: > Kevin- > > > > Is there any users manual and administrators manual available for RT? > > > > ~~~ > > Deepika Bhatia > > Sr. Manager > > Prosum Technology Services > > > > > > > ___ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: [EMAIL PROTECTED] > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Documentation.
Deepika, We have developed two users guides; 1 for regular users (those that "create" tickets and the other for those that work manage a queue. We use RT to manage all of our software maintenence requests and projects. If you do not use RT for software maintenence, then our guides probably would not help you. However, I can send you our list of the rights & Privileges and how we use them. along with our glossary of terms. If you're using RT as a help desk tool then our stuff may not help you. Kenn LBNL On 1/14/2008 1:54 PM, Deepika Bhatia wrote: Kevin- Is there any users manual and administrators manual available for RT? ~~~ Deepika Bhatia Sr. Manager Prosum Technology Services ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: AW: [rt-users] RT 3.6.5 / Problems with MyDay.html
Hi Kenneth, RT Users, thanks for the help, today after a hint i found the "Bug" it was the user infront of the PC (myself). There was a old, broken MyDay.html inside the local path :-( Sorry for that Torsten 2008/1/14, Kenneth Crocker <[EMAIL PROTECTED]>: > > Torsten, > > > I have tested it and run some queries and the data seemed fine to > me. > We don't use it, per se, but I try to test everything before putting it > into production. > > > Kenn > LBNL > > On 1/14/2008 2:45 AM, Ham MI-ID, Torsten Brumm wrote: > > Does really nobody work with myday.html? Nobody figured out that this is > NOT UPDATING anything > > > > Torsten > > > >> Kühne + Nagel (AG & Co.) KG, Geschäftsleitung: Hans-Georg Brinkmann > (Vors.), Uwe Bielang (Stellv.), Bruno Mang, Alfred Manke, Thorsten Meincke, > Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn (Stellv.), Sitz: > Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, > Persönlich haftende Gesellschaft: Kühne & Nagel A.G., Sitz: > Contern/Luxemburg Geschäftsführender Verwaltungsrat: Klaus-Michael Kühne > > > > > > -Ursprüngliche Nachricht- > >> Von: [EMAIL PROTECTED] > >> [mailto:[EMAIL PROTECTED] Im Auftrag > >> von Ham MI-ID, Torsten Brumm > >> Gesendet: Donnerstag, 27. Dezember 2007 16:06 > >> An: Jesse Vincent > >> Cc: rt Users > >> Betreff: [rt-users] RT 3.6.5 / Problems with MyDay.html > >> > >> Hi RT Users, Jesse, > >> > >> Today i started to use /Tools/MyDay.html and realized this is > >> not working. I get all my Tickets displayed, i can change > >> status etc but after submit nothing happens?!? > >> > >> I searched the logs and i found nothing. > >> > >> So my questions, is this still buggy or forgotten or do i > >> something wrong? > >> > >> Thanks > >> > >> Torsten > >> ___ > >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >> > >> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > >> > >> If you sign up for a new RT support contract before December > >> 31, we'll take up to 20 percent off the price. This sale > >> won't last long, so get in touch today. > >> Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. > >> > >> > >> Community help: http://wiki.bestpractical.com Commercial > >> support: [EMAIL PROTECTED] > >> > >> > >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > >> Buy a copy at http://rtbook.bestpractical.com > >> > > > > ___ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: [EMAIL PROTECTED] > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > > > ___ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: [EMAIL PROTECTED] > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- MFG Torsten Brumm http://www.torsten-brumm.de ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Customer Service Workflow
One of the problems is that any ticket that is closed but responded to is also owned by the first person to respond. So even if the logout code cleared any tickets they owned, more worried about tickets that become owned when they aren't there. Steve On Jan 14, 2008, at 11:58 AM, Todd Chapman wrote: You could have the person log out of RT before they leave. Then have the RT logout code give all that person's tickets to Nobody. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Documentation.
I'm pretty sure that there are only the wiki and The Book (see the sig at the end of every list post). I wouldn't consider either to be a user or administrator manual. At 01:54 PM 1/14/2008, Deepika Bhatia wrote: Content-Language: en-US Content-Type: multipart/alternative; boundary="_000_E7ABF95661A337488ECCB8A1CF7172781534EFE92FPomegranatepr_" Kevin- Is there any users manual and administrators manual available for RT? ~~~ Deepika Bhatia Sr. Manager Prosum Technology Services ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Gene LeDuc, GSEC Security Analyst San Diego State University ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Documentation.
Kevin- Is there any users manual and administrators manual available for RT? ~~~ Deepika Bhatia Sr. Manager Prosum Technology Services ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: RT 3.7? Re: [rt-users] RTIR status?
> > or designed (and has a much more robust test suite). Our customer for > > RTIR haven't yet signed off on the final version, but you can pick up > > the current testing release at > > > > http://download.bestpractical.com/pub/rt/devel/RTIR_M3 > > That's very cool, but it does require RT 3.7... from what I can tell at > least. Is RT 3.7 production ready now? ;) It's a development version, just like the current version of RTIR. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
RT 3.7? Re: [rt-users] RTIR status?
On Mon, Jan 14, 2008 at 12:59:02PM -0500, Jesse Vincent wrote: > On Mon, Jan 14, 2008 at 12:55:36PM -0500, The Anarcat wrote: > > Hello! > > > > What's the word on RTIR these days? > > We're nearing the end of what was supposed to be an 18 month RTIR dev > project that's now stretched to over 3 years. What we've ended up with > is significantly more extensive and flexible than was originally specced > or designed (and has a much more robust test suite). Our customer for > RTIR haven't yet signed off on the final version, but you can pick up > the current testing release at > > http://download.bestpractical.com/pub/rt/devel/RTIR_M3 That's very cool, but it does require RT 3.7... from what I can tell at least. Is RT 3.7 production ready now? ;) A. -- Marijuana grows naturally on the planet. Mushrooms grows naturally on the planet. Don't you think making nature against the law is a bit... unnatural? - Bill Hicks signature.asc Description: Digital signature ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RTIR status?
On Mon, Jan 14, 2008 at 12:55:36PM -0500, The Anarcat wrote: > Hello! > > What's the word on RTIR these days? We're nearing the end of what was supposed to be an 18 month RTIR dev project that's now stretched to over 3 years. What we've ended up with is significantly more extensive and flexible than was originally specced or designed (and has a much more robust test suite). Our customer for RTIR haven't yet signed off on the final version, but you can pick up the current testing release at http://download.bestpractical.com/pub/rt/devel/RTIR_M3 Best, Jesse ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] RTIR status?
Hello! What's the word on RTIR these days? We're running RT 3.6.3 now and we're wondering wether it is still maintained, as the latest official release (1.0.5) is already almost 4 years old (april 2004) and requires RT >3.0. I'm aware of the 1.1.5 "preview release" (2 years old, "RT 3.4 integration") and "RTIR M3" (seems to be a redesign of some sort, requires the RT 3.7 dev version). So where do I go from here? What is the experience of the people here with RTIR? The only thing I could find about it (apart from the initial powerpoint presentations) is this comment: http://lists.sans.org/pipermail/unisog/2005-December/025653.html which is not really encouraging... What we need: 1. Business::SLA management: some people/queues/tickets need to be treated within X days. I know we can do that with Queues but it's only the priority and I can't apply it to people. 2. the integrated Whois client is really nice 3. Proper integration with RT: our current, working, RT install must not be disrupted 4. The "investigations" in RTIR are also interesting... Bref, what do you guys think? Is RTIR still alive? -- You Are What You Is - Frank Zappa signature.asc Description: Digital signature ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: AW: [rt-users] RT 3.6.5 / Problems with MyDay.html
Torsten, I have tested it and run some queries and the data seemed fine to me. We don't use it, per se, but I try to test everything before putting it into production. Kenn LBNL On 1/14/2008 2:45 AM, Ham MI-ID, Torsten Brumm wrote: Does really nobody work with myday.html? Nobody figured out that this is NOT UPDATING anything Torsten Kühne + Nagel (AG & Co.) KG, Geschäftsleitung: Hans-Georg Brinkmann (Vors.), Uwe Bielang (Stellv.), Bruno Mang, Alfred Manke, Thorsten Meincke, Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn (Stellv.), Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persönlich haftende Gesellschaft: Kühne & Nagel A.G., Sitz: Contern/Luxemburg Geschäftsführender Verwaltungsrat: Klaus-Michael Kühne -Ursprüngliche Nachricht- Von: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Im Auftrag von Ham MI-ID, Torsten Brumm Gesendet: Donnerstag, 27. Dezember 2007 16:06 An: Jesse Vincent Cc: rt Users Betreff: [rt-users] RT 3.6.5 / Problems with MyDay.html Hi RT Users, Jesse, Today i started to use /Tools/MyDay.html and realized this is not working. I get all my Tickets displayed, i can change status etc but after submit nothing happens?!? I searched the logs and i found nothing. So my questions, is this still buggy or forgotten or do i something wrong? Thanks Torsten ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Scrip which retrieves all the users with TakeTicket permission for a ticket or its queue
Tom, You might want to use a different template for the "onCreate" scrip. Kenn LBNL On 1/11/2008 10:41 PM, Tom H wrote: Kenneth Crocker wrote: Tom, If you can put them all in one group, or if they are already in groups that only have "takers" as members, then list the group(s) in the Watchers: "CC" of the appropriate queues. Then all you need do is create a notification scrip for "OnCreate" to "Notify CC's". That would work. How do you plan to maintain the membership of this "Takers" group? Hi, I see what you mean now, If I removed the following global script; " (no value) On Correspond Notify Requestors and Ccs with template Correspondence" And replaced it with the following; " (no value) On Correspond Notify Requestors with template Correspondence" and " (no value) On Create Notify cs with template Correspondence" And added my "project A group" to the watchers list for "project A queue", then the CC list would only be notified of new tickets, and not get all the correspondence!!! I guess I was hoping not to mess with the default watchers CC list - but as I have not plans to use it currently, that makes for a neat solution. (I think I have got that correctly?) Thanks, Tom Hodder ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Customer Service Workflow
You could have the person log out of RT before they leave. Then have the RT
logout code give all that person's tickets to Nobody.
On 1/14/08, Steve Cochran <[EMAIL PROTECTED]> wrote:
>
>
> Yep, we have shifts, and not everyone works every day. Tracking how
> many tickets are resolved is something the powers that be want.
>
> I'm just looking for the easiest way to make sure that no one has to
> go looking for tickets to steal from users that went home or are out
> for the day because they were re-opened by responses from users.
>
> I was thinking the 9pm cron job could just reset any owned, open
> tickets in our general queue to be unowned.
>
> Steve
>
>
> On Jan 13, 2008, at 11:54 PM, Viktor wrote:
>
> > Does your staff work in shifts?
> > Are you sure there's no case in which tracking the ticket handler is
> > useful? (some employers tend to award their staff with some bonuses
> > if they do their work in a timely and productive basis).
> > If I get it right, you are going to reset ownership at 9pm. each day.
> >
> > There might be another solution, namely sessions. RT keeps track of
> > currently logged in users via %session tied hash, along with HTTP
> > cookies.
> > You might try to patch lib/RT/Interface/Web.pm (if I recall
> > correctly) or some autohandler to update some (non-persistent,
> > obviously) session parameter (preferably, $session{CurrentUser}
> > {LastActivity}) each time the user makes HTTP request with his cookie.
> > When you have user's last activity time, you might apply some
> > assumptions, probably based on amortized analysis: if a user was
> > online 5 minutes ago, he is probably still online.
> > It isn't as hard as it sounds. I wonder why Best Practical doesn't
> > register last activities at their RT releases...
>
> ___
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: [EMAIL PROTECTED]
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
___
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
Community help: http://wiki.bestpractical.com
Commercial support: [EMAIL PROTECTED]
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Exporting request contents
Stick with text. If you hack RT to export ticket history ( I have ) you will
quickly run into excel size limits, such as the number of characters that
can be stored in a cell.
Here's how I hacked RT so that I could get ticket history in search results
so that they could be exported:
In
/opt/rt3/local/html/Callbacks/myCompnay/Elements/RT__Ticket/ColumnMap/ColumnMap:
$COLUMN_MAP->{AllCorrespondence} = {
title => 'All Correspondence',
attribute => 'AllCorrespondence',
value => sub { return $_[0]->AllCorrespondence },
};
In Ticket_Local.pm:
sub AllCorrespondenceTransactions {
my $self = shift;
my $role = shift;
my $transactions = $self->Transactions;
$transactions->Limit( SUBCLAUSE => 'type', FIELD => 'Type', VALUE=>
'Create' );
$transactions->Limit( SUBCLAUSE => 'type', FIELD => 'Type', VALUE=>
'Correspond', ENTRYAGGREGATOR => 'OR' );
if ( $role eq 'Requestor' ) {
my $requestor_group = $self->Requestors;
my $users = $requestor_group->UserMembersObj;
while ( my $user = $users->Next ) {
$transactions->Limit( SUBCLAUSE => 'requestors', FIELD =>
'Creator',
VALUE => $user->PrincipalId,
ENTRYAGGREGATOR => 'OR' );
}
}
elsif ( $role eq 'Owner' ) {
$transactions->Limit( FIELD => 'Creator', VALUE =>
$self->OwnerObj->PrincipalId, ENTRYAGGREGATOR => 'AND' );
}
return $transactions;;
}
sub AllCorrespondence {
my $self = shift;
my $role = shift;
my $transactions = $self->AllCorrespondenceTransactions($role);
my $string = '';
while ( my $t = $transactions->Next ) {
$string .= "\n\n" . formatted($t);
}
return $string;
}
sub formatted {
my $transaction = shift;
return '' unless $transaction;
my $string = '## On ' . $transaction->CreatedObj->AsString . ' ' .
$transaction->CreatorObj->EmailAddress . " wrote:\n\n";
$string .= $transaction->Content;
return $string;
}
-Todd
On 1/10/08, Prasad Deshpande <[EMAIL PROTECTED]> wrote:
>
> Hi,
>
> We are using RT 3.2.3 on Red Hat 9. We would like export the existing
> data in a text or excel file. To do this, we have tried using the Query
> builder. We are able to export the data but we could not find the field
> to export ticket history ( ie. communication captured during the life
> cycle of the ticket).
>
> If somebody knows how to capture the ticket history then please let me
> know.
>
> Thanks in Advance
>
> Regards,
> Regards,
> Prasad Deshpande
> IT Department
> Phone: +91 20 27407157
> Ext: 7157
>
>
>
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FW: [rt-users] Exporting request contents
Hi, Please help me in exporting ticket communication history to data file (.csv or .txt file). Thanks, Prasad -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Prasad Deshpande Sent: Friday, January 11, 2008 09:04 To: rt-users@lists.bestpractical.com Subject: [rt-users] Exporting request contents Hi, We are using RT 3.2.3 on Red Hat 9. We would like export the existing data in a text or excel file. To do this, we have tried using the Query builder. We are able to export the data but we could not find the field to export ticket history ( ie. communication captured during the life cycle of the ticket). If somebody knows how to capture the ticket history then please let me know. Thanks in Advance Regards, Regards, Prasad Deshpande IT Department Phone: +91 20 27407157 Ext: 7157 DISCLAIMER: This message,including any attachments contains confidential and privileged information for the sole use of the intended recipient(s), and is protected by law. If you are not the intended recipient, please destroy all copies of the original message. Any unauthorized review, use, disclosure, dissemination, forwarding, printing or copying of this email or any action taken in reliance on this e-mail is strictly prohibited and may be unlawful. Bajaj Auto reserves the right to record, monitor, and inspect all email communications through its internal and external networks. Your messages shall be subject to such lawful supervision as Bajaj Auto deems necessary in order to protect its information, interests and reputation. Bajaj Auto prohibits and takes steps to prevent its information systems from being used to view, store or forward offensive or discriminatory material. If this message contains such material, please report it to [EMAIL PROTECTED] ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com DISCLAIMER: This message,including any attachments contains confidential and privileged information for the sole use of the intended recipient(s), and is protected by law. If you are not the intended recipient, please destroy all copies of the original message. Any unauthorized review, use, disclosure, dissemination, forwarding, printing or copying of this email or any action taken in reliance on this e-mail is strictly prohibited and may be unlawful. Bajaj Auto reserves the right to record, monitor, and inspect all email communications through its internal and external networks. Your messages shall be subject to such lawful supervision as Bajaj Auto deems necessary in order to protect its information, interests and reputation. Bajaj Auto prohibits and takes steps to prevent its information systems from being used to view, store or forward offensive or discriminatory material. If this message contains such material, please report it to [EMAIL PROTECTED] ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Customer Service Workflow
Yep, we have shifts, and not everyone works every day. Tracking how
many tickets are resolved is something the powers that be want.
I'm just looking for the easiest way to make sure that no one has to
go looking for tickets to steal from users that went home or are out
for the day because they were re-opened by responses from users.
I was thinking the 9pm cron job could just reset any owned, open
tickets in our general queue to be unowned.
Steve
On Jan 13, 2008, at 11:54 PM, Viktor wrote:
Does your staff work in shifts?
Are you sure there's no case in which tracking the ticket handler is
useful? (some employers tend to award their staff with some bonuses
if they do their work in a timely and productive basis).
If I get it right, you are going to reset ownership at 9pm. each day.
There might be another solution, namely sessions. RT keeps track of
currently logged in users via %session tied hash, along with HTTP
cookies.
You might try to patch lib/RT/Interface/Web.pm (if I recall
correctly) or some autohandler to update some (non-persistent,
obviously) session parameter (preferably, $session{CurrentUser}
{LastActivity}) each time the user makes HTTP request with his cookie.
When you have user's last activity time, you might apply some
assumptions, probably based on amortized analysis: if a user was
online 5 minutes ago, he is probably still online.
It isn't as hard as it sounds. I wonder why Best Practical doesn't
register last activities at their RT releases...
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Re: [rt-users] multiple apache instances per one RT database
Viktor, You can run multiple front-ends against the same backend database. We are use the apache rotatelogs program to avoid the problem that you are experiencing with the SIGHUP or SIGUSR1 causing the web process to grow in size. You might want to give it a try. Cheers, Ken On Mon, Jan 14, 2008 at 02:01:52AM +0300, Viktor wrote: > Hello everyone, > > To cut a long story short, my question is - > Is it possible to run multiple different apache instances per a single RT > database with a sufficient transactional support, provided that different RT > front-ends don't share a single address space, a single /var and > apache process-specific files, like pidfile? > The reason for it is explained below. > > Our current configuration is rt-3.6.4 (heavily customized) running on > Apache/2.2.4 + mod_perl/2.0.3(DSO) + Perl/v5.8.8. > > DBMS backend is PostgreSQL/8.2.3, data size is approximately 62Gb. > New requests enter our RT instance through procmail recipes. > > All is running quite smooth, but there's quite a critical issue with apache: > when it gets signalled with SIGHUP or SIGUSR1 (for instance, with newsyslog), > its root process grows significantly in memory consumption, namely, Resident > Set Size. Therefore, child processes inherit this grows, too. It's quite a > typical behavior for mod_perl, according for its documentation. I'd call it > memory leak. :( For now, I'm thinking of setting up syslogd to care of apache > and RT logs... > > As rt-mailgate works through RT REST API, some requests end up at maildir if > there's no apache running at their arrival. > > I have written a watchdog script which does its best in feeding unlucky > requests back to RT (through procmail). I'll likely share it soon, if anyone > is interested. > > Now I plan on configuring a totally separate apache+mod_perl+RT codebase > instance for emails - our requests are preprocessed quite heavily, and it can > be really memory-heavy, but this very apache instance can be configured with > MaxRequestsPerChild=1. > > Is it possible? Would it help? What are the drawbacks of the suggested > approach? Is there any better suggestion? > What about fastcgi, is it simple and configurable enough to enforce different > requirements on robustness and scalability on per-task basis? > > I am looking for your feedback, any kind of help would be appreciated, thanks > a lot! > -- > Viktor > ___ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: [EMAIL PROTECTED] > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
AW: [rt-users] RT 3.6.5 / Problems with MyDay.html
Does really nobody work with myday.html? Nobody figured out that this is NOT UPDATING anything Torsten > Kühne + Nagel (AG & Co.) KG, Geschäftsleitung: Hans-Georg Brinkmann (Vors.), > Uwe Bielang (Stellv.), Bruno Mang, Alfred Manke, Thorsten Meincke, Mark > Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn (Stellv.), Sitz: Bremen, > Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persönlich > haftende Gesellschaft: Kühne & Nagel A.G., Sitz: Contern/Luxemburg > Geschäftsführender Verwaltungsrat: Klaus-Michael Kühne -Ursprüngliche Nachricht- > Von: [EMAIL PROTECTED] > [mailto:[EMAIL PROTECTED] Im Auftrag > von Ham MI-ID, Torsten Brumm > Gesendet: Donnerstag, 27. Dezember 2007 16:06 > An: Jesse Vincent > Cc: rt Users > Betreff: [rt-users] RT 3.6.5 / Problems with MyDay.html > > Hi RT Users, Jesse, > > Today i started to use /Tools/MyDay.html and realized this is > not working. I get all my Tickets displayed, i can change > status etc but after submit nothing happens?!? > > I searched the logs and i found nothing. > > So my questions, is this still buggy or forgotten or do i > something wrong? > > Thanks > > Torsten > ___ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December > 31, we'll take up to 20 percent off the price. This sale > won't last long, so get in touch today. > Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com Commercial > support: [EMAIL PROTECTED] > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
