Re: [rt-users] Ticket Templates
Check out RTFM with RTFM-ArticleTemplates Module, this should be the best solution Torsten 2010/4/7 Max McGrath > Quick Question. > > I am running RT 3.8.7 on Ubuntu 9.10. > > Is there anyway to do ticket templates? > > Basically, looking to have an easy way to create a resolved ticket > instantly. > > In the beginning of the year we constantly have to help students setup > wireless for their room. Ideally, we would like to be able to track > everyone we help. So, I guess it'd be nice if we could just have a "I > helped setup wireless on their type>"; i.e., I helped Max McGrath setup wireless on their Windows 7 Laptop. > > I know their is the Quick Ticket function, but that does not seem to work > when requiring custom fields to be filled in. > > Thanks! > > Max > -- > Max McGrath > Asst. Network Admin/Systems Specialist > Carthage College > 262-552-5512 > mmcgr...@carthage.edu > > > 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.brumm.me http://www.elektrofeld.de Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Too many tickets in queue?
Hi John, sounds strange. about how many ticket inside this queue we talk? We have some queues with more then 30.000 Tickets status new and the users are easily able to handle this? Another Question: How does the user settings looks like for searchresults? Possibly set to unlimit per page? Then the page load can take a fucking long time. Torsten 2010/4/7 John Hascall > > I received a query from one of our users who > is seeing tickets backing up in their queue > because they are not able to handle the volume > at present and he is wondering if there is a > point where that volume will adversely impact > the perforance of RT. I'm thinking that > number must be very large, but I'm wondering > if anyone has any more concrete experience. > > Thanks, > John > > > --- > John Hascall, j...@iastate.edu > Team Lead, NIADS (Network Infrastructure, Authentication & Directory > Services) > IT Services, The Iowa State University of Science and Technology > > 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.brumm.me http://www.elektrofeld.de Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Ticket Templates
Quick Question. I am running RT 3.8.7 on Ubuntu 9.10. Is there anyway to do ticket templates? Basically, looking to have an easy way to create a resolved ticket instantly. In the beginning of the year we constantly have to help students setup wireless for their room. Ideally, we would like to be able to track everyone we help. So, I guess it'd be nice if we could just have a "I helped setup wireless on their "; i.e., I helped Max McGrath setup wireless on their Windows 7 Laptop. I know their is the Quick Ticket function, but that does not seem to work when requiring custom fields to be filled in. Thanks! Max -- Max McGrath Asst. Network Admin/Systems Specialist Carthage College 262-552-5512 mmcgr...@carthage.edu Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] merge users(?)
Kevin Falcone-2 wrote: > > On Tue, Apr 06, 2010 at 10:06:38PM -0700, who else wrote: >> >> Hi, >> yes, i did, i gave the see/modify right to every staff member and also to >> every group. But this didn't work. It doesn't matter at all, which rights >> the user/group has, i can only see the headline (custom fields) and >> nothing >> below. Like there isn't any custom field... ;-( >> >> Please correct me, if i am incorrect: >> >> The staff members need the right to See and to Modify the customfield. >> This >> is, what i have done. Whether i give the rights to the group and/or to >> the >> user doesn't matter. Is there any other setting, where i can make sure, >> that >> custom fields are being shown? > > Sounds like you didn't Apply the custom fields (either to a queue from > the Custom Field editing page or Globally from Global -> Custom > Fields) > > -kevin > > Thank you, this did the trick. I didn't realize, i would have to set the field to global as well. Best w_e -- View this message in context: http://old.nabble.com/merge-users%28-%29-tp28151060p28167750.html Sent from the Request Tracker - User mailing list archive at Nabble.com. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] merge users(?)
On Tue, Apr 06, 2010 at 10:06:38PM -0700, who else wrote: > > Hi, > yes, i did, i gave the see/modify right to every staff member and also to > every group. But this didn't work. It doesn't matter at all, which rights > the user/group has, i can only see the headline (custom fields) and nothing > below. Like there isn't any custom field... ;-( > > Please correct me, if i am incorrect: > > The staff members need the right to See and to Modify the customfield. This > is, what i have done. Whether i give the rights to the group and/or to the > user doesn't matter. Is there any other setting, where i can make sure, that > custom fields are being shown? Sounds like you didn't Apply the custom fields (either to a queue from the Custom Field editing page or Globally from Global -> Custom Fields) -kevin > > Potla, Ashish Bassaliel wrote: > > > > Hi, > > > > Have you given ModifyCustomfield right for requestor (or Everyone for that > > matter) in the GroupRights page of the Customfield? > > > > -Ashish > > > -- > View this message in context: > http://old.nabble.com/merge-users%28-%29-tp28151060p28160576.html > Sent from the Request Tracker - User mailing list archive at Nabble.com. > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com pgpuJw2s4oZju.pgp Description: PGP signature Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Too many tickets in queue?
On Wed 7.Apr'10 at 9:24:46 -0500, John Hascall wrote: > > I received a query from one of our users who > is seeing tickets backing up in their queue > because they are not able to handle the volume > at present and he is wondering if there is a > point where that volume will adversely impact > the perforance of RT. I'm thinking that > number must be very large, but I'm wondering > if anyone has any more concrete experience. The largest RT I know about does between 40,000 and 70,000 tickets per day. They do shred historical tickets, lest they end up with tens of millions of tickets per year in their production database. At any change in database scale, you'll be looking at doing some tuning to keep your DB running fast and efficient. -Jesse signature.asc Description: Digital signature Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Too many tickets in queue?
I received a query from one of our users who is seeing tickets backing up in their queue because they are not able to handle the volume at present and he is wondering if there is a point where that volume will adversely impact the perforance of RT. I'm thinking that number must be very large, but I'm wondering if anyone has any more concrete experience. Thanks, John --- John Hascall, j...@iastate.edu Team Lead, NIADS (Network Infrastructure, Authentication & Directory Services) IT Services, The Iowa State University of Science and Technology Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Slow RTIR - SOLVED
On 29/03/10 22:21, Jesse Vincent wrote: > > > > On Sat, Mar 27, 2010 at 08:28:14PM +0100, Koen Van Impe wrote: >> Hello, >> >> We run RT 3.8.4 on Ubuntu 9.04 (mysql 5.0.75). RTIR is working fine >> with decent speed (some 4000 tickets in the queue). Unfortunately >> when we click on the "Lookup" link next to an IP, RT just stalls. [...] > Those are user sessions. There's something _earlier_ that's causing > your blocking problem. What was the last "real" query in the log? > (Also, 3.8.7, should fix a bunch of issues related to performance. > You'll also want to be current on RTIR). The problem was solved by upgrading to RT 3.8.7. Thanks for the feedback, koen -- Koen Van Impe - BELNET CERT koen.vani...@belnet.be PGP Key Id 0xED12AD79 Contact: http://cert.belnet.be/ Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Configuration Changes Log??
Greetings, Is there any sort of log I can turn on to find out which user OR if the system is magically removing scrips from a queue? I have about 6 users and nobody seems to be saying they did it so my only resort is... 1 remove everyone's access... or 2 log and catch whoever it is Thoughts? Mike Johnson Datatel Programmer/Analyst Northern Ontario School of Medicine 955 Oliver Road Thunder Bay, ON P7B 5E1 Phone: (807) 766-7331 Email: mike.john...@normed.ca Technology assistance: email nosmhelpd...@normed.ca Technology Emergency Contact (TEC) Mon-Fri, 8am to 5pm excluding stat holidays: Off campus toll free 1 (800) 461-8777, option 8, or locally either (705) 662-7120 or (807) 766-7500 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
