Re: [rt-users] RT Question: Reporting, Any current add on packages

[Kenneth Crocker]

Mario,


We just download the query results into excel and dress up that to look 
nice and viola' (ha';-) You can sort an highlight and do all you want in 
excel. Everybody can get what they want.


Kenn
LBNL

On 6/6/2008 2:53 PM, Leal, Mario A. wrote:
> Hello,
> 
> So, my boss stepped in and loves the test implementation of RT.  Looks 
> like he’d want to use it.  However, he doesn’t like the lite reporting 
> features.
> 
>  
> 
> I was perusing the list for reporting packages and it seems statistics3 
> is no longer in “full” development.
> 
>  
> 
> What is everyone doing for reporting?  You know how bosses are.  He 
> wants to be able to report on everything under the sun.
> 
>  
> 
> Thanks in Advance,
> 
>  
> 
> *Mario A. Leal, Jr.*
> 
> /Senior Systems Analyst/
> 
> Huston-Tillotson University
> 
> 900 Chicon Street
> 
> Austin, TX 78702-2795
> 
> 512.505.3009 (o)
> 
> 512.505.3190 (f)
> 
> [EMAIL PROTECTED] 
> 
>  
> 
> **
> 
> Hear a beautiful rendition of The Star Spangled Banner:
> 
> http://www.youtube.com/watch?v=QKCVS57j284
> 
>  
> 
> 
> 
> 
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[rt-users] RT Question: Reporting, Any current add on packages

[Leal, Mario A.]

Hello,

So, my boss stepped in and loves the test implementation of RT.  Looks
like he'd want to use it.  However, he doesn't like the lite reporting
features.

 

I was perusing the list for reporting packages and it seems statistics3
is no longer in "full" development.

 

What is everyone doing for reporting?  You know how bosses are.  He
wants to be able to report on everything under the sun.

 

Thanks in Advance,

 

Mario A. Leal, Jr.

Senior Systems Analyst

Huston-Tillotson University

900 Chicon Street

Austin, TX 78702-2795

512.505.3009 (o)

512.505.3190 (f)

[EMAIL PROTECTED]  

 

**

Hear a beautiful rendition of The Star Spangled Banner:

http://www.youtube.com/watch?v=QKCVS57j284
 

 

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Re: [rt-users] RT Help: Remove "Preferences" link in Self Service; Using AD to auth--no need for this.

[Kevin Falcone]

On Jun 6, 2008, at 4:28 PM, Leal, Mario A. wrote:

> First, Thank you to everyone who responded to my last question— 
> Greatly appreciated!!
>
> I am authenticating my users via Active Directory.  Because of this,  
> I have no need for the preferences menu for users using the self  
> service portal.  I don’t want users to “think” they are changing  
> their password when they aren’t.

Don't grant them the ModifySelf right

-kevin

>
> How do I remove that menu item or make it as though there is nothing  
> on the page after clicking that link?
>
> Mario A. Leal, Jr.
> Senior Systems Analyst
> Huston-Tillotson University
> 900 Chicon Street
> Austin, TX 78702-2795
> 512.505.3009 (o)
> 512.505.3190 (f)
> [EMAIL PROTECTED]
>
> **
> Hear a beautiful rendition of The Star Spangled Banner:
> http://www.youtube.com/watch?v=QKCVS57j284
>
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[rt-users] RT Help: Remove "Preferences" link in Self Service; Using AD to auth--no need for this.

[Leal, Mario A.]

First, Thank you to everyone who responded to my last question-Greatly
appreciated!!

 

I am authenticating my users via Active Directory.  Because of this, I
have no need for the preferences menu for users using the self service
portal.  I don't want users to "think" they are changing their password
when they aren't.

 

How do I remove that menu item or make it as though there is nothing on
the page after clicking that link?

 

Mario A. Leal, Jr.

Senior Systems Analyst

Huston-Tillotson University

900 Chicon Street

Austin, TX 78702-2795

512.505.3009 (o)

512.505.3190 (f)

[EMAIL PROTECTED]  

 

**

Hear a beautiful rendition of The Star Spangled Banner:

http://www.youtube.com/watch?v=QKCVS57j284
 

 

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Re: [rt-users] Block new ticket creation from Email

[Carlos Silva]

I had the same requirements as you do, and after some tries I ended up 
finding a solution that isn't perfect but at least works for me.
Just put an invalid queue in the rt-mailgate argument, and RT will still 
match the correct ticket by the subject if it receives a ticket reply, 
but if it tries to create a ticket it will fail. There's two problems 
with this :

After the failed attempt to create a ticket the email stays in the 
inbox. I just clean up the email account once in a while.
It also might fill up your logs with a lot of failed ticket creation 
messages.

William Kelleher wrote:
> I want to be able to reply from RT to users trying to create tickets via 
> email and tell them they have to use the web interface to create tickets 
> and I don’t want the ticket to be created. I do however want all of the 
> email functionality to work once a ticket is created since most of the 
> time we need to coax more information out of our users so we can 
> understand what they want. I currently have my entry in aliases going to 
> a nonexistent Queue  to make this functionality work but I have no way 
> to (or can’t figure how) to make RT respond with instructions on using 
> the system.  I have tried to modify the code but can’t follow exactly 
> how it flows from rt-mailgate to ticket creation. Any help on this would 
> be appreciated.
> 
>  
> 
> Thanks in advance
> 
>  
> 
> *William Kelleher**
> *Network Engineer *
> 
> *
> 
>  
> 
>  
> 
> 
> 
> 
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Re: [rt-users] What's new with RT 3.8

[Jesse Vincent]

On Fri, Jun 06, 2008 at 03:22:26PM -0400, Aaron D. Ball wrote:
> As Stephen said:  the UI is a significant improvement aesthetically.
> 
> A few suggestions:
> 
> * Text size shouldn't vary between columns with similar contents. 
> Actually, this seems to be a bug:  the id column in "10 highest priority 
> tickets I own" is actually showing Status.

Actually, no. That's some dork messing with "guest"'s configuration.
*sigh* I'll go reset it.

> 
> * There is some optical vibration (see Tufte) between alternating lines 
> in the tables.  Please consider reducing the contrast between the 
> background colors or removing the grid lines.

I've played with this some but didn't find anything that was actually
easy to scan for wide tables.

 
> * Links are currently indicated with bold text, which does not work well 
> when densely packed.  Maybe just color them blue?

Tried it. Along with many other things that looked awful. What we have at 
the moment feels like a reasonable compromise. Is there anywhere in
particular you find particularly hard to read?


> * The reminders need some additional visual sugar to look like 
> structured information rather than stray text, but I can't immediately 
> tell you what.

Indeed they do. This is one I'd love patches for.

Thanks! The feedback is appreciated.

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Re: [rt-users] Block new ticket creation from Email

[John BORIS]

William,
Why not have the email sent to a queue that has a separate reply scrip
that uses a template that includes your instructions along with a link
to the main RT web page for them to use to enter their ticket.  Or maybe
configure an autoresponder in aliases that will send your boiler plate
text to the user.

The first one might be better for you since you can capture their
initial message and its info.  But I don't know the amount of traffic
you get and the time it will take to copy the data from the first
message into the correct ticket. You could also have a scrip that
creates the ticket and closes it immediately.



John J. Boris, Sr.
JEN-A-SyS Administrator
Archdiocese of Philadelphia
"Remember! That light at the end of the tunnel
Just might be the headlight of an oncoming train!"

>>> "William Kelleher" <[EMAIL PROTECTED]> 6/6/2008 3:13
PM >>>
I want to be able to reply from RT to users trying to create tickets
via
email and tell them they have to use the web interface to create
tickets
and I don't want the ticket to be created. I do however want all of
the
email functionality to work once a ticket is created since most of the
time we need to coax more information out of our users so we can
understand what they want. I currently have my entry in aliases going
to
a nonexistent Queue  to make this functionality work but I have no way
to (or can't figure how) to make RT respond with instructions on using
the system.  I have tried to modify the code but can't follow exactly
how it flows from rt-mailgate to ticket creation. Any help on this
would
be appreciated. 

 

Thanks in advance

 

William Kelleher
Network Engineer 



 

 

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[rt-users] Block new ticket creation from Email

[William Kelleher]

I want to be able to reply from RT to users trying to create tickets via
email and tell them they have to use the web interface to create tickets
and I don't want the ticket to be created. I do however want all of the
email functionality to work once a ticket is created since most of the
time we need to coax more information out of our users so we can
understand what they want. I currently have my entry in aliases going to
a nonexistent Queue  to make this functionality work but I have no way
to (or can't figure how) to make RT respond with instructions on using
the system.  I have tried to modify the code but can't follow exactly
how it flows from rt-mailgate to ticket creation. Any help on this would
be appreciated. 

 

Thanks in advance

 

William Kelleher
Network Engineer 



 

 

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Re: [rt-users] What's new with RT 3.8

[Aaron D. Ball]

As Stephen said:  the UI is a significant improvement aesthetically.

A few suggestions:

* Text size shouldn't vary between columns with similar contents. 
Actually, this seems to be a bug:  the id column in "10 highest priority 
tickets I own" is actually showing Status.

* There is some optical vibration (see Tufte) between alternating lines 
in the tables.  Please consider reducing the contrast between the 
background colors or removing the grid lines.

* Links are currently indicated with bold text, which does not work well 
when densely packed.  Maybe just color them blue?

* The reminders need some additional visual sugar to look like 
structured information rather than stray text, but I can't immediately 
tell you what.

Thanks for all your hard work on RT, and I'm looking forward to the next 
release.

--Aaron.
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Re: [rt-users] What's new with RT 3.8

[Jesse Vincent]

On Jun 6, 2008, at 12:25 PM, Stephen Turner wrote:


A few quick thoughts:

- The layout is a big improvement on the default 3.5/3.6.


Thanks!

- You might want to run it through IE, there are a few minor  
alignment issues (IE 7). Looks fine in Firefox 2.0 & Opera 9.27.


We've done some IE tweaking. (And it feels head and shoulders above  
where we were for 3.6). But patches to improve things on IE would be  
hugely welcome. It's not a primary platform for anyone here, which  
means we need to go and explicitly prod at it to find layout bugs. And  
that's not always relaible.


- It would be nice to have visual cues for links - on the ticket  
page in particular, it's not obvious what's a link and what's just  
text, unless you move the cursor over.


Checked in a first pass at that mere moments before I saw your mail ;)


All in all, it looks nice.

Steve





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Re: [rt-users] What's new with RT 3.8

[Stephen Turner]

A few quick thoughts:

- The layout is a big improvement on the default 3.5/3.6.

- You might want to run it through IE, there are a few minor 
alignment issues (IE 7). Looks fine in Firefox 2.0 & Opera 9.27.

- It would be nice to have visual cues for links - on the ticket page 
in particular, it's not obvious what's a link and what's just text, 
unless you move the cursor over.

All in all, it looks nice.

Steve

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Re: [rt-users] Help with RT permissions

[Tom Smith]

Thank you for the response Ben.

I did try that but it didn't work--the users were unable to see any  
queues on the "RT at a glance" page.

On Jun 6, 2008, at 12:19 AM, Benjamin Weser wrote:

> Hi Tom,
>
> I'm not sure if it works but try to assign SeeQueue to privileged  
> and SeeTicket for requestors and owners.
>
> Ben
>
>
> Tom Smith schrieb:
>> Hi All,
>>
>> I'm trying to configure permissions in RT so that everyone can  
>> see  every queue but only see those tickets that they are listed  
>> as  Requestor or Owner on.
>>
>> If I assign the rights SeeQueue and ShowTicket to Privileged,  
>> they  can see every queue and every ticket on the system. If I  
>> assign these  same rights to Requestor (and remove them from  
>> Privileged), they  can't see any of the queues and can see their  
>> tickets only if they  search for them.
>>
>> Ideally, I'd like everyone to be able to see every queue listed  
>> in  the "Quick search" section of "RT at a glance" but only be  
>> able to  see tickets that they Own or Requested.
>>
>> Can anyone offer any help for achieving this?
>>
>> ~ Tom
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Re: [rt-users] What's new with RT 3.8

[Kenneth Crocker]

Jesse,


That's great news! I've finally convinced ALL my managers that RT is 
WAY better than anything out there and now am planning to convert 
another (very large) system over to RT. I just pulled 3.6.6 over but I 
think I will wait for 3.8. It definitely sounds worth waiting for. 
Thanks again for a great product and thanks to the team for all the hard 
work.

Kenn
LBNL

On 6/5/2008 7:18 PM, Jesse Vincent wrote:
> So, this is mostly a short note to acknowledge the hard work of Emmanuel 
> Lacour along with Ruslan, sunnavy, Shawn Moore, Alex Vandiver and Kevin 
> Falcone.
> 
> Over the past few weeks, we've (they've) been hard at work to get RT 3.8 
> ready for release. As part of that work, they've been going through the 
> RT3 bug list. You can check it out by visiting http://rt3.fsck.com, Log 
> in as guest with the password guest.  It's running a snapshot of RT 3.8 
> from earlier today.
> 
> There are currently 354 open tickets related to RT3. That includes bugs, 
> feature requests, and the odd test ticket.
> 
> What's absolutely amazing is how many FEWER tickets there are than there 
> were 3 weeks ago.
> 
> Since May 15, these guys have resolved 289 tickets in the RT3 queue. 
> There have also been 267 commits to RT 3.8.
> 
> We're definitely into the home stretch.
> 
> But mostly, I just wanted to brag about how hard these guys are working :)
> 
> Best,
> Jesse
> 
> 
> 
> 
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Re: [rt-users] Help with RT permissions

[Kenneth Crocker]

Tom,


Try this:

Privileged; CreateSavedSearch, EditSavedSearch, LoadSavedSearch, 
ModifySelf, ShowSavedSearch, SeeQueue, ReplyToTicket.

Owner: CommentOnTicket, CreateTicket, ModifyCustomField, ModifyTicket, 
SeeCustomField, ShowOutgoingEmail, ShowTicket, ShowTicketComments, 
TakeTicket (maybe StealTIcket if you want to allow that).

Requestor: SeeCustomField, ShowOutgoingEmail, ShowTicket, 
ShowTicketComments (maybe*).

We usually put most of the Owners' rights in a support group (of which 
the owner is in) and set aside ModifyTicket for the owner only. But we 
have over 150 queues and many, many support groups so we don't want a 
lot of "global" rights out there waiting to be abused. We grant most of 
the rights to groups.
What I gave you will allow ANY Privileged user to see all queues and 
create/edit/save queries on any queue/ticket they have the "ShowTicket" 
right to. The Owner will be able to do all that PLUS he can modify all 
parts of the ticket (the ability to modify a custom field is NOT 
included in the "ModifyTIcket" right). Requestors will be able to see 
ALL parts of a ticket ("ShowTicket" right does NOT include the 
"ShowOutgoingEmail" or "ShowCustomField" or "ShowCOmments" rights).

Hope this helps.


Kenn
LBNL

On 6/5/2008 5:16 PM, Tom Smith wrote:
> Hi All,
> 
> I'm trying to configure permissions in RT so that everyone can see  
> every queue but only see those tickets that they are listed as  
> Requestor or Owner on.
> 
> If I assign the rights SeeQueue and ShowTicket to Privileged, they  
> can see every queue and every ticket on the system. If I assign these  
> same rights to Requestor (and remove them from Privileged), they  
> can't see any of the queues and can see their tickets only if they  
> search for them.
> 
> Ideally, I'd like everyone to be able to see every queue listed in  
> the "Quick search" section of "RT at a glance" but only be able to  
> see tickets that they Own or Requested.
> 
> Can anyone offer any help for achieving this?
> 
> ~ Tom
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Re: [rt-users] RT Help: Email to create ticket, CC doesn't stick

[Jason A. Smith]

Hi Mario,

For ticket creation, you need to look at:

http://wiki.bestpractical.com/view/ParseNewMessageForTicketCcs

For followup correspondences, I do this here with a Scrip that I wrote
for our RT server, see:

http://wiki.bestpractical.com/view/AddWatchersOnCorrespond

If this is what you need then you should be able to easily add it to and
modify it for your server.

You should be aware of the security implications though, since basically
this will allow anyone who knows the email address(es) of your RT server
and a valid ticket number the ability to add themselves and anyone else
as a watcher of said ticket.  For us, this is an operational requirement
and acceptable risk.

~Jason


On Fri, 2008-06-06 at 09:27 -0500, Leal, Mario A. wrote:
> When a user creates a ticket by sending an email with an address cc’d,
> the cc’d addressee is not added to the ticket.  Is this by design?  Is
> there a way for RT to read the cc’d data and add data to the
> appropriate fields?
> 
>  
> 
> Best regards,
> 
>  
> 
> Mario A. Leal, Jr.
> 
> Senior Systems Analyst
> 
> Huston-Tillotson University
> 
> 900 Chicon Street
> 
> Austin, TX 78702-2795
> 
> 512.505.3009 (o)
> 
> 512.505.3190 (f)
> 
> [EMAIL PROTECTED]
> 
>  
> 
> **
> 
> Hear a beautiful rendition of The Star Spangled Banner:
> 
> http://www.youtube.com/watch?v=QKCVS57j284
> 
>  
> 
> 
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Re: [rt-users] Best Way to Get Customer Requests into RT with Appropriate Requestor

[Kenneth Marshall]

Aaron,

If your mail client has the ability to "bounce" a message to
the RT E-mail address, it will create the ticket as if the
customer had mailed the ticket to RT. That is certainly the
easiest process.

Cheers,
Ken

On Fri, Jun 06, 2008 at 08:15:32AM -0700, Aaron Herskowitz wrote:
> Basically I am transitioning from handling tickets via email (yuck) to RT
> (yeah!).  It is going to take my customers a while to start defaulting to
> RT. So for the next month I'd like to be able to enter tickets on their
> behalf.
> 
>  
> 
> I've searched through the Wiki, Google and mailing list archives but didn't
> find what I was looking for.  This may be more of a process issue than a
> technical one, so I was hoping you experienced RT users/admins could help.
> 
>  
> 
> What is the best (most efficient for me) way to:
> 
> 1.   Put an email from a customer into RT with them as the requestor?
> 
> 2.   Have the "AutogeneratedPassword" (I have this and Self Service
> working) scrip run so that the customer is assigned a password if they did
> not exist previously as an RT user?
> 
>  
> 
> I've tried:
> 
> a.   Entering a new ticket via the web interface, manually entering
> their email address and pasting the body of their message into the case
> notes, however for some reason my AutogeneratedPassword scrip doesn't run
> even though they are a new user. They are getting the standard On Create
> template sent to them.
> 
> b.  Forwarding the email to RT and then editing the ticket to change the
> requestor from myself to the customer, however 1) the AutogeneratedPassword
> scrip doesn't run when you do that, 2) no email is sent to the user to let
> them know they have a ticket, and 3) I wasn't able to find a
> "ChangeRequestor" scrip that I could run that would do this.
> 
>  
> 
> Maybe there are better ways I haven't considered?
> 
>  
> 
> Thanks for any help,
> 
> Aaron
> 
>  
> 

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[rt-users] Best Way to Get Customer Requests into RT with Appropriate Requestor

[Aaron Herskowitz]

Basically I am transitioning from handling tickets via email (yuck) to RT
(yeah!).  It is going to take my customers a while to start defaulting to
RT. So for the next month I'd like to be able to enter tickets on their
behalf.

 

I've searched through the Wiki, Google and mailing list archives but didn't
find what I was looking for.  This may be more of a process issue than a
technical one, so I was hoping you experienced RT users/admins could help.

 

What is the best (most efficient for me) way to:

1.   Put an email from a customer into RT with them as the requestor?

2.   Have the "AutogeneratedPassword" (I have this and Self Service
working) scrip run so that the customer is assigned a password if they did
not exist previously as an RT user?

 

I've tried:

a.   Entering a new ticket via the web interface, manually entering
their email address and pasting the body of their message into the case
notes, however for some reason my AutogeneratedPassword scrip doesn't run
even though they are a new user. They are getting the standard On Create
template sent to them.

b.  Forwarding the email to RT and then editing the ticket to change the
requestor from myself to the customer, however 1) the AutogeneratedPassword
scrip doesn't run when you do that, 2) no email is sent to the user to let
them know they have a ticket, and 3) I wasn't able to find a
"ChangeRequestor" scrip that I could run that would do this.

 

Maybe there are better ways I haven't considered?

 

Thanks for any help,

Aaron

 

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[rt-users] RT Help: Email to create ticket, CC doesn't stick

[Leal, Mario A.]

When a user creates a ticket by sending an email with an address cc'd,
the cc'd addressee is not added to the ticket.  Is this by design?  Is
there a way for RT to read the cc'd data and add data to the appropriate
fields?

 

Best regards,

 

Mario A. Leal, Jr.

Senior Systems Analyst

Huston-Tillotson University

900 Chicon Street

Austin, TX 78702-2795

512.505.3009 (o)

512.505.3190 (f)

[EMAIL PROTECTED]  

 

**

Hear a beautiful rendition of The Star Spangled Banner:

http://www.youtube.com/watch?v=QKCVS57j284
 

 

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Re: [rt-users] Help with RT permissions

[Benjamin Weser]

Hi Tom,

I'm not sure if it works but try to assign SeeQueue to privileged and 
SeeTicket for requestors and owners.

Ben


Tom Smith schrieb:
> Hi All,
>
> I'm trying to configure permissions in RT so that everyone can see  
> every queue but only see those tickets that they are listed as  
> Requestor or Owner on.
>
> If I assign the rights SeeQueue and ShowTicket to Privileged, they  
> can see every queue and every ticket on the system. If I assign these  
> same rights to Requestor (and remove them from Privileged), they  
> can't see any of the queues and can see their tickets only if they  
> search for them.
>
> Ideally, I'd like everyone to be able to see every queue listed in  
> the "Quick search" section of "RT at a glance" but only be able to  
> see tickets that they Own or Requested.
>
> Can anyone offer any help for achieving this?
>
> ~ Tom
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