[rt-users] 0 tickets found when using custom fields
RT 3.6.3
When I search for example : 'CF.{Approval}' != '3. Approved' OR Queue = '
my.queue'
I get 0 tickets, my.queue has a hundreds ticket
When I search only queue I get results.
Is this some bug or I'm doing something wrong ?
--
Arkadiusz Jakubas
Arces Network, LLC
http://www.arces.net
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Re: [rt-users] Scripts to create a queue,groups and users
Hi Alexander, thats perfekt, this is what i'm looking for since a long time. Will try it out asap. Torsten 2008/2/7, Krieg, Alexander <[EMAIL PROTECTED]>: > > Hi, > > i wrote 2 scripts and it would be nice, if somebody could have a look on > the code to see bugs or improvements. > The first one 'createQueue_Groups.pm' creates a queue, 4 groups and sets > predefined rights for this groups. > The second script 'addUserToGroup.pm' creates new users which are > described in a separate file and add them to existing groups. > Soon we might get a bigger amount of new users on our rt system and > therefore we need this scripts to create in a quick way the new objects. > Here the scripts: > www.desy.de/~alexk/createQueue_Groups.pm and addUserToGroup.pm > > > Best regards > Alexander > ___ > 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] Scripts to create a queue,groups and users
Hi Alexander, just had a look onto your http://www.desy.de/~alexk/addUserToGroup.pm and found: my ($code, $msg) = $user->Create(Name =>$Login, Password =>'test1234', RealName =>$FnLn, EmailAddress =>$Email, Privileged =>0); Privileged =>0 so you want them to be Unprivileged? Torsten 2008/2/7, Krieg, Alexander <[EMAIL PROTECTED]>: > > Hi, > > i wrote 2 scripts and it would be nice, if somebody could have a look on > the code to see bugs or improvements. > The first one 'createQueue_Groups.pm' creates a queue, 4 groups and sets > predefined rights for this groups. > The second script 'addUserToGroup.pm' creates new users which are > described in a separate file and add them to existing groups. > Soon we might get a bigger amount of new users on our rt system and > therefore we need this scripts to create in a quick way the new objects. > Here the scripts: > www.desy.de/~alexk/createQueue_Groups.pm and addUserToGroup.pm > > > Best regards > Alexander > ___ > 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] Scripts to create a queue,groups and users
Hi Alexander, it's me again... Another thing i found: For your "Source" File Format: [YourGroupname] User1Login,User1_Email,User1Firstname User1Lastname User2Login,User2_Email,User2Firstname User2Lastname [YourGroupname1] User3Login,User3_Email,User3Firstname User3Lastname What will happen, if a users needs to be in Group1 and in Group2 ?? Torsten 2008/2/7, Krieg, Alexander <[EMAIL PROTECTED]>: > > Hi, > > i wrote 2 scripts and it would be nice, if somebody could have a look on > the code to see bugs or improvements. > The first one 'createQueue_Groups.pm' creates a queue, 4 groups and sets > predefined rights for this groups. > The second script 'addUserToGroup.pm' creates new users which are > described in a separate file and add them to existing groups. > Soon we might get a bigger amount of new users on our rt system and > therefore we need this scripts to create in a quick way the new objects. > Here the scripts: > www.desy.de/~alexk/createQueue_Groups.pm and addUserToGroup.pm > > > Best regards > Alexander > ___ > 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
[rt-users] login from other website
Hi, Trying my luck here again as you have set me on the right track before. I am trying to login a user into the RT web interface as he or she authenticates on another website. After successful authentication there I can get an encrypted username and password to my website, decrypt it and then ... I need to trigger the login functionality of RT somehow. I tried quite some things with PHP (cURL, snoopy etc) and even JavaScript to submit the login form without pressing the submit button, but I do not seem to be able to get those approaches to deliver. Maybe, pretty likely actually, I am overseeing an easy option and one of you can give me a push in the proper direction. I do know some PHP but PERL so far is not my cup of coffee. Thanks a lot! -- Jac ___ 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] Mapping attributes.
Hi. I would like to know if there is some way to map users to e-mail addresses. I use LDAP for auth and I would like that a person that send an e-mail to RT to have permission to see that ticket. The question is that the Requestor is the e-mail of the sender, by this reason the person that opened the ticket is not allowed to see that ticket. For example: Login: test E-mail: [EMAIL PROTECTED] When [EMAIL PROTECTED] send an e-mail to [EMAIL PROTECTED] I want the requestor to be test and not [EMAIL PROTECTED] I'm using RT 3.6.1-4 debian package. Thanks for any help. ___ 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] Mapping attributes.
Fabio,
I'm not completely sure what you are asking, but if you're asking how to
extract the username from the email address, we do something similar.
You can override CanonicalizeUserInfo in {RT-HOME}/local/lib/RT/User_Local.pm.
...
my @emailAddress = $$args{'Name');
my @results = split('@', $emailAddress);
my $userName = $results[0];
# then you want to trim the last char off...
$userName = substr($userName, 0, length($name)-1);
#Finish it up
$$args{'Name'} = $userName;
...
Of course, some perl wizard could probably do that in one line using regex.
Note, that I only put the snippet to grab the username. There are examples of
assigning LDAP attributes on the wiki, http://wiki.bestpractical.com/view/LDAP.
Let me know if you have any more questions.
-Craig Patterson
-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of "Fábio M.
Catunda"
Sent: Wednesday, February 13, 2008 8:16 AM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Mapping attributes.
Hi.
I would like to know if there is some way to map users to e-mail addresses.
I use LDAP for auth and I would like that a person that send an e-mail
to RT to have permission to see that ticket. The question is that the
Requestor is the e-mail of the sender, by this reason the person that
opened the ticket is not allowed to see that ticket.
For example:
Login: test
E-mail: [EMAIL PROTECTED]
When [EMAIL PROTECTED] send an e-mail to [EMAIL PROTECTED] I want the
requestor to be test and not [EMAIL PROTECTED]
I'm using RT 3.6.1-4 debian package.
Thanks for any help.
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Re: [rt-users] Security based on custom field values?
Ruslan, I think watchers could be dynamic in 3.6. Asset Tracker has dynamic watcher groups. -Todd On 2/12/08, Ruslan Zakirov <[EMAIL PROTECTED]> wrote: > Idea is good and we implemented something like that in RTIR, however > it doesn't fit into the current RT's design really well. I think that > in your case it's better to use watchers to define suppliers and > clients and in 4.0 branch we're going to allow people to define more > watcher groups instead of the current hard-coded list. In 3.6 I don't > see really good way to implement something like that, except > publishing Clients and Suppliers as Cc watchers of a ticket, but this > means that they will have the same set of privileges on a ticket. > > On Feb 11, 2008 11:46 PM, Ed Matthews <[EMAIL PROTECTED]> wrote: > > > > Is it possible to set up RT with ticket user access governed by the values > > in custom fields? Example: > > Set up a queue and add 2 custom fields that are mandatory for each ticket in > > the queue. > >* Suppliers (Single Select List of Values) > >* Clients (Single Select List of Values) > > Set up users by giving them one or more clients and one or more carriers. > > Accessing the queue presents to the user only those tickets where their > > client and supplier user access settings intersect the values of the > > tickets. > > > > Sample Roles: > > Clients can see all tickets no matter what supplier. > > Suppliers can see all tickets no matter what customer. > > Internal users can see all tickets for the clients and carriers given them, > > (up to all). > > > > Thanks, > > Ed Matthews, > > [EMAIL PROTECTED] > > > > > > Be a better friend, newshound, and know-it-all with Yahoo! Mobile. Try it > > now. > > ___ > > 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 > > > > > > -- > Best regards, Ruslan. > ___ > 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] Mapping attributes.
Craig,
Realy thanks. I will adapt it to do a search in a LDAP base, thats
exactly wha I need.
I'm not a perl mong, but this looks pretty simple.
Thanks!
Patterson, Craig escreveu:
> Fabio,
>
> I'm not completely sure what you are asking, but if you're asking how to
> extract the username from the email address, we do something similar.
>
> You can override CanonicalizeUserInfo in
> {RT-HOME}/local/lib/RT/User_Local.pm.
>
> ...
> my @emailAddress = $$args{'Name');
> my @results = split('@', $emailAddress);
> my $userName = $results[0];
>
> # then you want to trim the last char off...
> $userName = substr($userName, 0, length($name)-1);
>
> #Finish it up
> $$args{'Name'} = $userName;
> ...
>
> Of course, some perl wizard could probably do that in one line using regex.
>
> Note, that I only put the snippet to grab the username. There are examples
> of assigning LDAP attributes on the wiki,
> http://wiki.bestpractical.com/view/LDAP.
>
> Let me know if you have any more questions.
>
>
> -Craig Patterson
>
> -Original Message-
> From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of "Fábio M.
> Catunda"
> Sent: Wednesday, February 13, 2008 8:16 AM
> To: rt-users@lists.bestpractical.com
> Subject: [rt-users] Mapping attributes.
>
> Hi.
>
> I would like to know if there is some way to map users to e-mail addresses.
>
> I use LDAP for auth and I would like that a person that send an e-mail
> to RT to have permission to see that ticket. The question is that the
> Requestor is the e-mail of the sender, by this reason the person that
> opened the ticket is not allowed to see that ticket.
>
> For example:
> Login: test
> E-mail: [EMAIL PROTECTED]
> When [EMAIL PROTECTED] send an e-mail to [EMAIL PROTECTED] I want the
> requestor to be test and not [EMAIL PROTECTED]
>
> I'm using RT 3.6.1-4 debian package.
>
> Thanks for any help.
>
> ___
> 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
>
___
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[rt-users] Creating a custom field with multiple values to fill in
Hello, I have some users that would like to have several custom fields created. My problem is that they would like to be able to fill in a lot of info on the ticket about the person who is calling in, including contact name, company name, department, etc. I tried creating many individual CF's with the "enter one value" type, it works but there ends up being so many fields that the ticket screen gets pretty cluttered. Im wondering if there is there any way that I can create a CF in which I can list those attributes needed (company name, etc.) for them to fill out, and it would all be in one field or box? This way the user can just fill in each necessary line in the CF and it will all be in one nice neat area instead of so many individual CF'c. Thanks again inadvance for the help, this mailing list has been amazing. Sean McCreadie IT Support Canyon Partners, LLC 310 858 4288 ___ 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] Security based on custom field values?
I was talking about configurable types of watchers. In 3.6 you have to write an extension to implement 'Clients' and 'Supliers' watcher groups for tickets. On Feb 13, 2008 6:29 PM, Todd Chapman <[EMAIL PROTECTED]> wrote: > Ruslan, > > I think watchers could be dynamic in 3.6. Asset Tracker has dynamic > watcher groups. > > -Todd > > > On 2/12/08, Ruslan Zakirov <[EMAIL PROTECTED]> wrote: > > Idea is good and we implemented something like that in RTIR, however > > it doesn't fit into the current RT's design really well. I think that > > in your case it's better to use watchers to define suppliers and > > clients and in 4.0 branch we're going to allow people to define more > > watcher groups instead of the current hard-coded list. In 3.6 I don't > > see really good way to implement something like that, except > > publishing Clients and Suppliers as Cc watchers of a ticket, but this > > means that they will have the same set of privileges on a ticket. > > > > On Feb 11, 2008 11:46 PM, Ed Matthews <[EMAIL PROTECTED]> wrote: > > > > > > Is it possible to set up RT with ticket user access governed by the values > > > in custom fields? Example: > > > Set up a queue and add 2 custom fields that are mandatory for each ticket > > > in > > > the queue. > > >* Suppliers (Single Select List of Values) > > >* Clients (Single Select List of Values) > > > Set up users by giving them one or more clients and one or more carriers. > > > Accessing the queue presents to the user only those tickets where their > > > client and supplier user access settings intersect the values of the > > > tickets. > > > > > > Sample Roles: > > > Clients can see all tickets no matter what supplier. > > > Suppliers can see all tickets no matter what customer. > > > Internal users can see all tickets for the clients and carriers given > > > them, > > > (up to all). > > > > > > Thanks, > > > Ed Matthews, > > > [EMAIL PROTECTED] > > > > > > > > > Be a better friend, newshound, and know-it-all with Yahoo! Mobile. Try it > > > now. > > > ___ > > > 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 > > > > > > > > > > > -- > > Best regards, Ruslan. > > ___ > > 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 > > > -- Best regards, Ruslan. ___ 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] Extremely slow RT
Hello list, I don't know why, today, my new RT installation began to run extremly slow, almost unusable. (10-30seconds to get a page). RT Logs doesn't show anything special, nor apache's logs. I restarted apache this morning, it worked again for a hour or two, and then, started to get slow again. mason_handler.fcgi takes 100% CPU until the page get displayed. Now i can do anything (restart apache, mysql...) nothing seems to make it work again. Sometimes, RT work again fine, without having done anything special, and then, it goes slow again... Nothing use CPU but the mason_handler.fcgi...I really don't know what can put so much stress to mason_handler.fcgi. Is there any possilities to trace mason_handler.fcgi? Even with a debug level on the log, nothing special appears... Regards, ___ 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] default value for description field depending on queue
Tommie,
Sure. Here is an example of a templete we use for when a ticket is
created. It includes the data from a ticket CF ('Description'). Hope
this helps.
Subject: Request Titled: "{$Ticket->Subject}" has been created!
-
TICKET INFORMATION:
Ticket Queue : {$Ticket->QueueObj->Name}
Ticket Number : #{$Ticket->id}
Ticket Subject: {$Ticket->Subject}
Ticket Description:
{
return $Ticket->FirstCustomFieldValue('Description');
}
Ticket Priority is: {$Ticket->Priority}
Ticket Created by: {$Ticket->CreatorObj->Name}
-
SPECIAL INSTRUCTIONS:
To ensure that any communication is kept with the ticket history,
Please include the string:
[{$rtname} #{$Ticket->id}]
in the subject line of all future correspondence about this issue.
-
To view this ticket, enter URL:
{$RT::WebURL}Ticket/Display.html?id={$Ticket->id}.
Thank you,
{$Ticket->QueueObj->CorrespondAddress()}
Kenn
LBNL
On 2/12/2008 1:26 PM, Tommie Van Mechgelen wrote:
> Kenneth Crocker wrote:
>> Tommie,
>>
>>
>> You could create several CF's for a ticket; one for each question
>> you want to ask. Since tickets live in queues, you can set up
>> different CF's for the tickets in a queue. Then, when the help desk
>> person looks at the ticket or opens the ticket, they can modify the CF
>> with an answer/selection for those CF's. The initial setting for the
>> CF can be set up in a scrip for that queue when a ticket is created.
>> Different queues would have different scrips setting the default CF
>> value. Hope this helps.
>>
>
> Okay kenneth this seems a good solution. Is it possible to have the
> contents of CFs available in an autoreply template? Because we want the
> mail going to the user to contain this information we filled in...
>
> Thanks in advance
> tommie
>
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Re: [rt-users] 0 tickets found when using custom fields
Arksdjudz,
Are you sure there is no embedded space or special (unprintable)
character in the literal you are comparing with? I have found that when
code doesn't behave like the code indicates (especially simple code),
then I have made an assumption somewhere along my debugging process.
Scrutinize everything. Hope this helps.
Kenn
LBNL
On 2/13/2008 12:43 AM, Arkadiusz Jakubas wrote:
> RT 3.6.3
>
> When I search for example : 'CF.{Approval}' != '3. Approved' OR Queue =
> 'my.queue'
> I get 0 tickets, my.queue has a hundreds ticket
> When I search only queue I get results.
> Is this some bug or I'm doing something wrong ?
>
>
> --
> Arkadiusz Jakubas
> Arces Network, LLC
> http://www.arces.net
>
>
>
>
> ___
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>
> Community help: http://wiki.bestpractical.com
> Commercial support: [EMAIL PROTECTED]
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
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[rt-users] Extremely slow RT
Hello list, I don't know why, today, my new RT installation began to run extremly slow, almost unusable. (10-30seconds to get a page). RT Logs doesn't show anything special, nor apache's logs. I restarted apache this morning, it worked again for a hour or two, and then, started to get slow again. mason_handler.fcgi takes 100% CPU until the page get displayed. Now i can do anything (restart apache, mysql...) nothing seems to make it work again. Sometimes, RT work again fine, without having done anything special, and then, it goes slow again... Nothing use CPU but the mason_handler.fcgi...I really don't know what can put so much stress to mason_handler.fcgi. Is there any possilities to trace mason_handler.fcgi? Even with a debug level on the log, nothing special appears... Regards, ___ 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] Can RT replace Remedy?
We currently use Remedy and it's in need of an upgrade.If you know anything about Remedy you know that can be extremely costly. I'm trying to look at other Helpdesk products to see if something else could fit instead of staying with Remedy. Our helpdesk is somewhat customized, but we really don't take advantage of what Remedy has to offer. We use it for tracking tickets/incidents. I have RT installed on a test server and configured for LDAP which is a requirement. We currently create and route tickets based on a three level category and the user's Location. My initial look at RT shows it as much simpler than that. Basically writing an email and submitting. I assume someone else is then responsible for routing the incoming tickets accordingly? Other things we do: 1) Escalations? We have tickets with four different severity levels, like Critical, High, Medium, and Low. Depending on the severity level AND which group the ticket is assigned to, if nothing happens on a ticket within a certain amount of time, an escalation notification(email) is sent. Each group has three levels for during and after business hours, plus three more global higher levels. These levels are set for each group. 2) Are there business hours and after hours specifications? Holiday settings? 3) Any type of bulletin board or global notices functionality? 4) Any type of Solutions functionality? There's certainly more, but that's a start. Can RT do any of these things? If it was customized to do these things, how hard would future upgrades be? I appreciate any input. Thanks, James ___ 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] Can RT replace Remedy?
On Wed, Feb 13, 2008 at 02:20:16PM -0500, James Pifer wrote: > We currently use Remedy and it's in need of an upgrade.If you know > anything about Remedy you know that can be extremely costly. I'm trying > to look at other Helpdesk products to see if something else could fit > instead of staying with Remedy. > > Our helpdesk is somewhat customized, but we really don't take advantage > of what Remedy has to offer. We use it for tracking tickets/incidents. > > I have RT installed on a test server and configured for LDAP which is a > requirement. > > We currently create and route tickets based on a three level category > and the user's Location. My initial look at RT shows it as much simpler > than that. Basically writing an email and submitting. I assume someone > else is then responsible for routing the incoming tickets accordingly? > > Other things we do: > > 1) Escalations? We have tickets with four different severity levels, > like Critical, High, Medium, and Low. Depending on the severity level > AND which group the ticket is assigned to, if nothing happens on a > ticket within a certain amount of time, an escalation > notification(email) is sent. Each group has three levels for during and > after business hours, plus three more global higher levels. These levels > are set for each group. > Yes, this is configurable. Check the wiki for information. > 2) Are there business hours and after hours specifications? Holiday > settings? Yes, but it is a function of your customizations. > > 3) Any type of bulletin board or global notices functionality? > Not so much. > 4) Any type of Solutions functionality? > Yes, RTFM (yes it is a productname). > There's certainly more, but that's a start. Can RT do any of these > things? If it was customized to do these things, how hard would future > upgrades be? > The customizations are very localized and the upgrades are quite simple. I recommend some type of regression testing to confirm functionality, but I would recommend that for an upgrade to Remedy or any other product. We like RT a lot and chose it over Remedy. Cheers, Ken ___ 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] Can RT replace Remedy?
> > 3) Any type of bulletin board or global notices functionality? There is an RT extension to post notices at the top of the RT page. http://svn.bestpractical.com/cgi-bin/index.cgi/bps/browse/RT-Extension-ServiceUpdates On 2/13/08, Kenneth Marshall <[EMAIL PROTECTED]> wrote: > On Wed, Feb 13, 2008 at 02:20:16PM -0500, James Pifer wrote: > > We currently use Remedy and it's in need of an upgrade.If you know > > anything about Remedy you know that can be extremely costly. I'm trying > > to look at other Helpdesk products to see if something else could fit > > instead of staying with Remedy. > > > > Our helpdesk is somewhat customized, but we really don't take advantage > > of what Remedy has to offer. We use it for tracking tickets/incidents. > > > > I have RT installed on a test server and configured for LDAP which is a > > requirement. > > > > We currently create and route tickets based on a three level category > > and the user's Location. My initial look at RT shows it as much simpler > > than that. Basically writing an email and submitting. I assume someone > > else is then responsible for routing the incoming tickets accordingly? > > > > Other things we do: > > > > 1) Escalations? We have tickets with four different severity levels, > > like Critical, High, Medium, and Low. Depending on the severity level > > AND which group the ticket is assigned to, if nothing happens on a > > ticket within a certain amount of time, an escalation > > notification(email) is sent. Each group has three levels for during and > > after business hours, plus three more global higher levels. These levels > > are set for each group. > > > Yes, this is configurable. Check the wiki for information. > > > 2) Are there business hours and after hours specifications? Holiday > > settings? > > Yes, but it is a function of your customizations. > > > > > 3) Any type of bulletin board or global notices functionality? > > > Not so much. > > > 4) Any type of Solutions functionality? > > > Yes, RTFM (yes it is a productname). > > > There's certainly more, but that's a start. Can RT do any of these > > things? If it was customized to do these things, how hard would future > > upgrades be? > > > The customizations are very localized and the upgrades are quite > simple. I recommend some type of regression testing to confirm > functionality, but I would recommend that for an upgrade to Remedy > or any other product. We like RT a lot and chose it over Remedy. > > Cheers, > Ken > ___ > 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] Can RT replace Remedy?
On Wed, Feb 13, 2008 at 04:00:32PM -0500, Jesse Vincent wrote: >> >>> >>> 3) Any type of bulletin board or global notices functionality? >>> >> Not so much. >>> > > http://search.cpan.org/~jesse/RT-Extension-ServiceUpdates-0.2/ is designed > to do just that, actually. > Cool. Ken ___ 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] Can RT replace Remedy?
On Wed, 2008-02-13 at 14:15 -0600, Kenneth Marshall wrote: > On Wed, Feb 13, 2008 at 02:20:16PM -0500, James Pifer wrote: > > We currently use Remedy and it's in need of an upgrade.If you know > > anything about Remedy you know that can be extremely costly. I'm trying > > to look at other Helpdesk products to see if something else could fit > > instead of staying with Remedy. > > > > Our helpdesk is somewhat customized, but we really don't take advantage > > of what Remedy has to offer. We use it for tracking tickets/incidents. > > > > I have RT installed on a test server and configured for LDAP which is a > > requirement. > > > > We currently create and route tickets based on a three level category > > and the user's Location. My initial look at RT shows it as much simpler > > than that. Basically writing an email and submitting. I assume someone > > else is then responsible for routing the incoming tickets accordingly? > > > > Other things we do: > > > > 1) Escalations? We have tickets with four different severity levels, > > like Critical, High, Medium, and Low. Depending on the severity level > > AND which group the ticket is assigned to, if nothing happens on a > > ticket within a certain amount of time, an escalation > > notification(email) is sent. Each group has three levels for during and > > after business hours, plus three more global higher levels. These levels > > are set for each group. > > > Yes, this is configurable. Check the wiki for information. > > > 2) Are there business hours and after hours specifications? Holiday > > settings? > > Yes, but it is a function of your customizations. > > > > > 3) Any type of bulletin board or global notices functionality? > > > Not so much. > > > 4) Any type of Solutions functionality? > > > Yes, RTFM (yes it is a productname). > > > There's certainly more, but that's a start. Can RT do any of these > > things? If it was customized to do these things, how hard would future > > upgrades be? > > > The customizations are very localized and the upgrades are quite > simple. I recommend some type of regression testing to confirm > functionality, but I would recommend that for an upgrade to Remedy > or any other product. We like RT a lot and chose it over Remedy. > > Cheers, > Ken Thanks to everyone for their answers so far. Couple more questions. What about routing the initial request based on criteria? Any way to do that? We won't have a "dispatcher" that reassigns requests as they come in, so this is a pretty important piece. For example, currently in Remedy if a user from New York enters a request with a category of Desktop/Hardware/Printer Problem it would get routed to a specific group or queue, like "New York SE". Any way to do something similar? I'm would also interested in importing existing Remedy data. I realize not all the data would be applicable, but I would want to import the old data. I'm assuming I can do that somehow. Haven't searched for that specifically yet. Lastly, how scalable is RT? I guess I could find some blurbs on the site somewhere about it as well, but just wondering how many requests others have in their DBs. Can RT handle several hundred thousand requests in the DB? Thanks a lot. James ___ 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] upgraded from 3.6.3 to 3.6.6, home page tries to download hostname
Hi all, I had a working test server running 3.6.3, I upgraded it to 3.6.6, there weren't any errors, but now when I go to the main page I get prompted to download a file named "foobar" where foobar is the hostname of the rt server Any ideas? -- Kelly F. Hickel Senior Product Architect MQSoftware, Inc. 952-345-8677 Office 952-345-8721 Fax [EMAIL PROTECTED] www.mqsoftware.com SEE BUSINESS WORK ___ 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] Can RT replace Remedy?
Now playing: The Beatles - Don't Pass Me By http://foxytunes.com/artist/the+beatles/track/don't+pass+me+by On 2/13/08, James Pifer <[EMAIL PROTECTED]> wrote: > On Wed, 2008-02-13 at 14:15 -0600, Kenneth Marshall wrote: > > On Wed, Feb 13, 2008 at 02:20:16PM -0500, James Pifer wrote: > > > We currently use Remedy and it's in need of an upgrade.If you know > > > anything about Remedy you know that can be extremely costly. I'm trying > > > to look at other Helpdesk products to see if something else could fit > > > instead of staying with Remedy. > > > > > > Our helpdesk is somewhat customized, but we really don't take advantage > > > of what Remedy has to offer. We use it for tracking tickets/incidents. > > > > > > I have RT installed on a test server and configured for LDAP which is a > > > requirement. > > > > > > We currently create and route tickets based on a three level category > > > and the user's Location. My initial look at RT shows it as much simpler > > > than that. Basically writing an email and submitting. I assume someone > > > else is then responsible for routing the incoming tickets accordingly? > > > > > > Other things we do: > > > > > > 1) Escalations? We have tickets with four different severity levels, > > > like Critical, High, Medium, and Low. Depending on the severity level > > > AND which group the ticket is assigned to, if nothing happens on a > > > ticket within a certain amount of time, an escalation > > > notification(email) is sent. Each group has three levels for during and > > > after business hours, plus three more global higher levels. These levels > > > are set for each group. > > > > > Yes, this is configurable. Check the wiki for information. > > > > > 2) Are there business hours and after hours specifications? Holiday > > > settings? > > > > Yes, but it is a function of your customizations. > > > > > > > > 3) Any type of bulletin board or global notices functionality? > > > > > Not so much. > > > > > 4) Any type of Solutions functionality? > > > > > Yes, RTFM (yes it is a productname). > > > > > There's certainly more, but that's a start. Can RT do any of these > > > things? If it was customized to do these things, how hard would future > > > upgrades be? > > > > > The customizations are very localized and the upgrades are quite > > simple. I recommend some type of regression testing to confirm > > functionality, but I would recommend that for an upgrade to Remedy > > or any other product. We like RT a lot and chose it over Remedy. > > > > Cheers, > > Ken > > Thanks to everyone for their answers so far. Couple more questions. > > What about routing the initial request based on criteria? Any way to do > that? We won't have a "dispatcher" that reassigns requests as they come > in, so this is a pretty important piece. Yes. That can be done using RT "scrips". > > For example, currently in Remedy if a user from New York enters a > request with a category of Desktop/Hardware/Printer Problem it would get > routed to a specific group or queue, like "New York SE". Any way to do > something similar? > > I'm would also interested in importing existing Remedy data. I realize > not all the data would be applicable, but I would want to import the old > data. I'm assuming I can do that somehow. Haven't searched for that > specifically yet. It could be done. > > Lastly, how scalable is RT? I guess I could find some blurbs on the site > somewhere about it as well, but just wondering how many requests others > have in their DBs. Can RT handle several hundred thousand requests in > the DB? Jesse can answer this better but there are RT instances with millions of tickets. You may need to do some tuning based on your organizations particular usage profile. > > Thanks a lot. > > James > > > > ___ > 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] Can RT replace Remedy?
> 3) Any type of bulletin board or global notices functionality? It's a kludge but the way that I do notices to technicians is with an FYI queue, whose 5 most recently updated tickets show up as small block on the right hand side. This way if someone has an announcement that all RT administrators need to see, they create a ticket in the FYI queue and it shows up on everyone's dashboard and some people's email. --Erek ___ 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] Can RT replace Remedy?
Hi James, we run RT in a huge environment (30.000 active Users, round about 20.000 new tickets a day) and you can have it running fast (page load times from round about <2s) but it is depending on your hardware setup and software tuning, but like Todd said, ask jesse, he can support you very well. Torsten 2008/2/13, James Pifer <[EMAIL PROTECTED]>: > > On Wed, 2008-02-13 at 14:15 -0600, Kenneth Marshall wrote: > > On Wed, Feb 13, 2008 at 02:20:16PM -0500, James Pifer wrote: > > > We currently use Remedy and it's in need of an upgrade.If you know > > > anything about Remedy you know that can be extremely costly. I'm > trying > > > to look at other Helpdesk products to see if something else could fit > > > instead of staying with Remedy. > > > > > > Our helpdesk is somewhat customized, but we really don't take > advantage > > > of what Remedy has to offer. We use it for tracking tickets/incidents. > > > > > > I have RT installed on a test server and configured for LDAP which is > a > > > requirement. > > > > > > We currently create and route tickets based on a three level category > > > and the user's Location. My initial look at RT shows it as much > simpler > > > than that. Basically writing an email and submitting. I assume someone > > > else is then responsible for routing the incoming tickets accordingly? > > > > > > Other things we do: > > > > > > 1) Escalations? We have tickets with four different severity levels, > > > like Critical, High, Medium, and Low. Depending on the severity level > > > AND which group the ticket is assigned to, if nothing happens on a > > > ticket within a certain amount of time, an escalation > > > notification(email) is sent. Each group has three levels for during > and > > > after business hours, plus three more global higher levels. These > levels > > > are set for each group. > > > > > Yes, this is configurable. Check the wiki for information. > > > > > 2) Are there business hours and after hours specifications? Holiday > > > settings? > > > > Yes, but it is a function of your customizations. > > > > > > > > 3) Any type of bulletin board or global notices functionality? > > > > > Not so much. > > > > > 4) Any type of Solutions functionality? > > > > > Yes, RTFM (yes it is a productname). > > > > > There's certainly more, but that's a start. Can RT do any of these > > > things? If it was customized to do these things, how hard would future > > > upgrades be? > > > > > The customizations are very localized and the upgrades are quite > > simple. I recommend some type of regression testing to confirm > > functionality, but I would recommend that for an upgrade to Remedy > > or any other product. We like RT a lot and chose it over Remedy. > > > > Cheers, > > Ken > > Thanks to everyone for their answers so far. Couple more questions. > > What about routing the initial request based on criteria? Any way to do > that? We won't have a "dispatcher" that reassigns requests as they come > in, so this is a pretty important piece. > > For example, currently in Remedy if a user from New York enters a > request with a category of Desktop/Hardware/Printer Problem it would get > routed to a specific group or queue, like "New York SE". Any way to do > something similar? > > I'm would also interested in importing existing Remedy data. I realize > not all the data would be applicable, but I would want to import the old > data. I'm assuming I can do that somehow. Haven't searched for that > specifically yet. > > Lastly, how scalable is RT? I guess I could find some blurbs on the site > somewhere about it as well, but just wondering how many requests others > have in their DBs. Can RT handle several hundred thousand requests in > the DB? > > Thanks a lot. > > James > > > > ___ > 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] Can RT replace Remedy?
Hi Torsten, Just out of curiosity, may I ask what kind of hardware setup that might be? You seem to be running a hugh instance and still have descent page loads. We are experiencing slow performance in our environment although we have a fairly fast db-server and rt-server. /Johan On 2/14/08 8:01 AM, "Torsten Brumm" <[EMAIL PROTECTED]> wrote: > Hi James, > we run RT in a huge environment (30.000 active Users, round about 20.000 new > tickets a day) and you can have it running fast (page load times from round > about <2s) but it is depending on your hardware setup and software tuning, but > like Todd said, ask jesse, he can support you very well. > > Torsten > ### This message has been scanned by F-Secure Anti-Virus for Microsoft Exchange. For more information, connect to http://www.f-secure.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] Can RT replace Remedy?
Hi Johan, in our case it is a IBM pSeries p595 with 16 (quad core) CPU's for the DB and 96GB RAM at this moment and 4 Webserver Intel based with 4 CPU's and 4 GB RAM. The load times <2sec means a overall (measured with Cacti) for most common activities. More in detail: 1. Login 5-10sec (depending on amount of queues and loaded "Modules" at the RT At A Glance page 2. Open a queue view from Quicksearch <0,5sec 3. Open a "normal" ticket <1sec PS: and there is also enough space for optimizations (old MySQL Release, older RT Release) so i'm looking forward to speed it up more. Torsten 2008/2/14, Johan Baarman <[EMAIL PROTECTED]>: > > Hi Torsten, > > Just out of curiosity, may I ask what kind of hardware setup that might > be? You seem to be running a hugh instance and still have descent page > loads. We are experiencing slow performance in our environment although we > have a fairly fast db-server and rt-server. > > /Johan > > > On 2/14/08 8:01 AM, "Torsten Brumm" <[EMAIL PROTECTED]> wrote: > > Hi James, > we run RT in a huge environment (30.000 active Users, round about 20.000new > tickets a day) and you can have it running fast (page load times from > round about <2s) but it is depending on your hardware setup and software > tuning, but like Todd said, ask jesse, he can support you very well. > > Torsten > > ### > > This message has been scanned by F-Secure Anti-Virus for Microsoft > Exchange. > For more information, connect to http://www.f-secure.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] upgraded from 3.6.3 to 3.6.6, home page tries to download hostname
And what's in that file? On Feb 14, 2008 1:06 AM, Kelly F. Hickel <[EMAIL PROTECTED]> wrote: > Hi all, > I had a working test server running 3.6.3, I upgraded it to > 3.6.6, there weren't any errors, but now when I go to the main page I > get prompted to download a file named "foobar" where foobar is the > hostname of the rt server > > Any ideas? > > > -- > > Kelly F. Hickel > Senior Product Architect > MQSoftware, Inc. > 952-345-8677 Office > 952-345-8721 Fax > [EMAIL PROTECTED] > www.mqsoftware.com > SEE BUSINESS WORK > > ___ > 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 > -- Best regards, Ruslan. ___ 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] Timezone problem RT-3.6.6
Dear All There seems to be a bug regarding the Timezone - it is bugging a user that uses Eudora email client in that RT emails are 10:30 hours in the future (at present Australia/Adelaide is +1030) - other email clients seem OK. Below is a header of the email sent - not the line ###XXX### near bottom I think that RT use GMT in the database to manage requests from different timezones. Any ideas / fix? It recently upgraded from 3.6.1 to 3.6.6 and had no complaints with 3.6.1 Thanks Stephen Carr Return-Path: <[EMAIL PROTECTED]> Received: from localhost ([unix socket]) by brooks.civeng.adelaide.edu.au (Cyrus v2.3.8) with LMTPA; Thu, 14 Feb 2008 12:01:16 +1030 ## X-Sieve: CMU Sieve 2.3 Received: from brooks.civeng.adelaide.edu.au (localhost [127.0.0.1]) by brooks.civeng.adelaide.edu.au (8.14.2/8.14.2) with ESMTP id m1E1VFk4021481 (version=TLSv1/SSLv3 cipher=DHE-RSA-AES256-SHA bits=256 verify=NOT) for <[EMAIL PROTECTED]>; Thu, 14 Feb 2008 12:01:15 +1030 ### Received: (from [EMAIL PROTECTED]) by brooks.civeng.adelaide.edu.au (8.14.2/8.14.1/Submit) id m1E1VFhN021478; Thu, 14 Feb 2008 12:01:15 +1030 # Subject: [rt #1148] AutoReply: Lifedrive Sync with Oracle Calendar and Palm Desktop ARS From: RT Civeng <[EMAIL PROTECTED]> Reply-To: [EMAIL PROTECTED] In-Reply-To: References: <[EMAIL PROTECTED]> Message-ID: <[EMAIL PROTECTED]> Precedence: bulk X-RT-Loop-Prevention: rt RT-Ticket: rt #1148 Managed-by: RT 3.6.6 (http://www.bestpractical.com/rt/) RT-Originator: [EMAIL PROTECTED] To: [EMAIL PROTECTED] MIME-Version: 1.0 Content-Transfer-Encoding: 8bit Content-Type: text/plain; charset="utf-8" X-RT-Original-Encoding: utf-8 Date: Thu, 14 Feb 2008 12:01:15 +101800 ###### X-Scanned-By: MIMEDefang 2.63 on 129.127.16.1 X-DSPAM-Result: Whitelisted X-DSPAM-Processed: Thu Feb 14 12:01:16 2008 X-DSPAM-Confidence: 0.9993 X-DSPAM-Probability: 0. X-DSPAM-Signature: 47b399e4214865649514390 -- Stephen Carr Computing Officer School of Civil and Environmental Engineering The University of Adelaide Tel +618-8303-4313 Fax +618-8303-4359 Email [EMAIL PROTECTED] CRICOS Provider Number 00123M --- This email message is intended only for the addressee(s)and contains information that may be confidential and/or copyright. If you are not the intended recipient please notify the sender by reply email and immediately delete this email. Use, disclosure or reproduction of this email by anyone other than the intended recipient(s) is strictly prohibited. No representation is made that this email or any attachments are free of viruses. Virus scanning is recommended and is the responsibility of the recipient. ___ 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
