Re: [rt-users] Load balancer and RT
Thierry: If you are storing the sessions data in the database you should n't have any problems. We 've been running our RT on 2 boxes behind LVS for the past few years without any major issues. The occasional keep alive hiccups which tend to be fixed pretty quickly without any major impact. Roy -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users- boun...@lists.bestpractical.com] On Behalf Of Thierry Thelliez Sent: 03 February 2011 05:25 To: rt-users@lists.bestpractical.com Subject: [rt-users] Load balancer and RT Hello, For availability more than scalability, we would like to run two instances of RT (different hardware). Are there some issues to look for? Right now we have a simple Apache based load balancer but we are getting user session mix up. Any experience implementing such configuration? Thanks, Thierry
[rt-users] Created date for transaction
Hi, We like to print the creation date of a transaction to a cf.. $TempDate = $TA-Created() The result is, however, in GMT. How can I convert it to my local timezone? Cheers, Björn
[rt-users] Time Worked Report
Hi all, i installed the Time Worked Report (http://requesttracker.wikia.com/wiki/TimeWorkedReport) on our RT 3.8.7 and got Errors by opening the TimeWorkedReport.html from my RT: Error during compilation of /usr/share/request-tracker3.8/html/Elements/SelectMultiQueue: Global symbol $d requires explicit package name at /usr/share/request-tracker3.8/html/Elements/SelectMultiQueue line 51. Global symbol $queue requires explicit package name at /usr/share/request-tracker3.8/html/Elements/SelectMultiQueue line 69. Global symbol $queue requires explicit package name at /usr/share/request-tracker3.8/html/Elements/SelectMultiQueue line 69. Global symbol $queue requires explicit package name at /usr/share/request-tracker3.8/html/Elements/SelectMultiQueue line 77. Global symbol $queue requires explicit package name at /usr/share/request-tracker3.8/html/Elements/SelectMultiQueue line 80. it seems to be, that the name of the queue wouldn´t be commited to the Perldoc!? Sorry, i´m not a specialist at these part. We try to figure out the Problem for an hour, but we don´t know about these package name... any ideas? I hope you guys can help us to fix the problem. Thanks! Greetz, Alex -- Besuchen Sie uns auf der CeBIT in Hannover vom 1. bis 5. März 2011 in Halle 9, Stand B29 -- Alexander Köhler Auszubildender IT-Administration the agent factory GmbH Intershop Tower Leutragraben 1 D-07743 Jena Tel.: +49(0) 3641 573 3473 Fax: +49(0) 3641 573 3488 koeh...@the-agent-factory.de www.the-agent-factory.de Geschäftsführer: Dipl.-Math. Michael Selle Handelsregister Amtsgericht Jena - HRB 209769 Member of TowerByte eG www.towerbyte.de --
[rt-users] RT::Authen::ExternalAuth
Hello everyone, i have a problem withRT::Authen::ExternalAuth pluginI get this error:[error]
Can't locate RT/Authen/ExternalAuth.pm in @INC (@INC contains:
/usr/local/lib/rt3/lib /usr/lib/perl5/vendor_perl/5.10.0
/usr/local/lib/perl5/site_perl/5.10.0/i386-linux-thread-multi
/usr/local/lib/perl5/site_perl/5.10.0
/usr/lib/perl5/vendor_perl/5.10.0/i386-linux-thread-multi
/usr/lib/perl5/vendor_perl /usr/lib/perl5/5.10.0/i386-linux-thread-multi
/usr/lib/perl5/5.10.0 /usr/lib/perl5/site_perl . /etc/httpd) at
/usr/lib/perl5/vendor_perl/5.10.0/RT.pm line 627.\nCompilation failed in
require at (eval 2) line 1.\n[error] Can't load Perl file: /usr/sbin/webmux.pl for server example:80, exiting...I have installed the plugin manually from source.This is the external authentication config in RT_SiteConfig.pmSet( @Plugins, qw(RT::Authen::ExternalAuth) );Set($ExternalAuthPriority, [ 'My_LDAP',#'My_MySQL',#'My_SSO_Cookie' ]);Set($ExternalInfoPriority, [ 'My_LDAP' ]);Set($ExternalServiceUsesSSLorTLS, 0);Set($AutoCreateNonExternalUsers, 0);Set($ExternalSettings, { # AN EXAMPLE DB SERVICE 'My_LDAP'= { 'type' = 'ldap','server' = 'exampler', 'user' = 'user', 'pass' = 'xx', 'base' = 'ou=Users,Groups,dc=example,dc=com,dc=mk', 'net_ldap_args' = [ version = 3 ], 'filter' = '(sAMAccountName=%u)', 'd_filter' = '((objectCategory=person)(objectClass=user))', 'attr_match_list' = [ 'Name', 'EmailAddress', 'RealName',# 'WorkPhone',# 'Address2' ], 'attr_map' = { 'Name' = 'sAMAccountName', 'EmailAddress' = 'mail', 'RealName' = 'cn', 'Organization' = 'physicalDeliveryOfficeName', } }, });thanks---http://mail.secureroot.com/ - free mailbox for hackers and geeks
Re: [rt-users] RT::Authen::ExternalAuth
Hi there,you've probably checked this already but... have you installed RT::Authen::ExternalAuth with cpan or any other means?GiuseppeOn 03/02/11, Mr.Taske ta...@secureroot.com wrote:Hello everyone, i have a problem with RT::Authen::ExternalAuth pluginI get this error:[error] Can't locate RT/Authen/ExternalAuth.pm in @INC (@INC contains: /usr/local/lib/rt3/lib /usr/lib/perl5/vendor_perl/5.10.0 /usr/local/lib/perl5/site_perl/5.10.0/i386-linux-thread-multi /usr/local/lib/perl5/site_perl/5.10.0 /usr/lib/perl5/vendor_perl/5.10.0/i386-linux-thread-multi /usr/lib/perl5/vendor_perl /usr/lib/perl5/5.10.0/i386-linux-thread-multi /usr/lib/perl5/5.10.0 /usr/lib/perl5/site_perl . /etc/httpd) at /usr/lib/perl5/vendor_perl/5.10.0/RT.pm line 627.\nCompilation failed in require at (eval 2) line 1.\n[error] Can't load Perl file: /usr/sbin/webmux.pl for server example:80, exiting...I have installed the plugin manually from source.This is the external authentication config in RT_SiteConfig.pmSet( @Plugins, qw(RT::Authen::ExternalAuth) );Set($ExternalAuthPriority, [ 'My_LDAP',# 'My_MySQL',# 'My_SSO_Cookie' ]);Set($ExternalInfoPriority, [ 'My_LDAP' ]);Set($ExternalServiceUsesSSLorTLS, 0);Set($AutoCreateNonExternalUsers, 0);Set($ExternalSettings, { # AN EXAMPLE DB SERVICE 'My_LDAP' = { 'type' = 'ldap','server' = 'exampler', 'user' = 'user', 'pass' = 'xx', 'base' = 'ou=Users,Groups,dc=example,dc=com,dc=mk', 'net_ldap_args' = [ version = 3 ], 'filter' = '(sAMAccountName=%u)', 'd_filter' = '((objectCategory=person)(objectClass=user))', 'attr_match_list' = [ 'Name', 'EmailAddress', 'RealName',# 'WorkPhone',# 'Address2' ], 'attr_map' = { 'Name' = 'sAMAccountName', 'EmailAddress' = 'mail', 'RealName' = 'cn', 'Organization' = 'physicalDeliveryOfficeName', } }, });thanks ---http://mail.secureroot.com/ - free mailbox for hackers and geeks-- Giuseppe SollazzoSenior Systems AnalystComputing ServicesInformation ServicesSt. George's, University Of LondonCranmer TerraceLondon SW17 0REEmail: gsoll...@sgul.ac.ukDirect Dial: +44 20 8725 5160Fax: +44 20 8725 3583
[rt-users] No Content from Replies for Requestors!
I have a strange situation.
We are rolling out RT 3.8.8 and have hit the following issues a couple of
times now, but not always!
Replies Sent out to our Requestors and Cc sometime show Transaction
contains no content when there IS content,
and in fact the AdminCcs get the message on the same transaction!
Here is the suspect template that is used for Requestors and Cc (slightly
change from the default Correspondence template):
RT-Attach-Message: yes
Sender: Company Support h...@email.com
From: Company Support h...@email.com
{$Transaction-Content()}
URL: {RT-Config-Get('WebURL')}Ticket/Display.html?id={$Ticket-id}
Whereas the AdminCc is almost the same, except I don't make the SenderFrom
Anonymous and I add the Owner to the subject:
RT-Attach-Message: yes
Subject: Owner: ({$Ticket-OwnerObj-Name}) {$Ticket-Subject}
URL: {RT-Config-Get('WebURL')}Ticket/Display.html?id={$Ticket-id}
{$Transaction-Content()}
Here is a example of the emails generated (note: it had an XML attachment
for this one..another time it has SQL attached)
To Requestors Ccs:
Sender: Company Support h...@email.com
From: Company Support h...@email.com
Subject: [RT#3144] FW: Multi Sample DC
Reply-To: h...@email.com
...
MIME-Version: 1.0
X-RT-Original-Encoding: utf-8
Date: Wed, 2 Feb 2011 15:22:45 -0500
RT-Attachment: 3144/37795/12542
RT-Attachment: 3144/37795/12543
Content-Type: text/plain; charset=utf-8
Content-Transfer-Encoding: 8bit
This transaction appears to have no content
Ticket URL: https://www.mycompany.com/rt3/Ticket/Display.html?id=3144
To AdminCc:
Subject: [RT #3144] Owner: (me) FW: Multi Sample DC
From: My Myself via RT h...@mail.com
Reply-To: h...@mail.com
...
MIME-Version: 1.0
X-RT-Original-Encoding: utf-8
Date: Wed, 2 Feb 2011 15:22:45 -0500
RT-Attachment: 3144/37795/12543
Content-Type: text/plain; charset=utf-8
Content-Transfer-Encoding: 8bit
URL: https://www.mycompany.com/rt3/Ticket/Display.html?id=3144
Hello Scott,
Can you please import the following attachment. I just added a _1 to the end
of
the operation Id. Please let me know if that resolves your problem.
Thanks
Steve
Re: [rt-users] RT::Authen::ExternalAuth
This means that RT::Authen::ExternalAuth can not be found in your
path. You say you installed this from source. Did you install it in
your path (which is listed here)? If not, you need to either move it
(or reinstall it) somewhere in that path, OR add its location to your
path for the user (likely apache, www-data, nobody) which is invoking
it.
-- Hugh
On Thu, 3 Feb 2011 06:01:24 -0800
Mr.Taske ta...@secureroot.com wrote:
[error] Can't locate RT/Authen/ExternalAuth.pm in @INC (@INC contains:
/usr/local/lib/rt3/lib /usr/lib/perl5/vendor_perl/5.10.0
/usr/local/lib/perl5/site_perl/5.10.0/i386-linux-thread-multi
/usr/local/lib/perl5/site_perl/5.10.0
/usr/lib/perl5/vendor_perl/5.10.0/i386-linux-thread-multi
/usr/lib/perl5/vendor_perl /usr/lib/perl5/5.10.0/i386-linux-thread-multi
/usr/lib/perl5/5.10.0 /usr/lib/perl5/site_perl . /etc/httpd) at
/usr/lib/perl5/vendor_perl/5.10.0/RT.pm line 627.\nCompilation failed in
require at (eval 2) line 1.\n
[error] Can't load Perl file: /usr/sbin/webmux.pl for server example:80,
exiting...
--
Hugh Esco
skype: hresco3_ ; 678-921-8186
http://www.CampaignFoundations.com/
Providing Application Hosting,
Telephony and IT Development Services
to Green Candidates, Green Parties and
the non profits working for a just and sustainable future.
if( $insurance-rationing() ) { $people-die(); }
[rt-users] How to reject incoming emails to RT from a certain domain?
We have an RT 3.8.2 setup on linux centOS- We would like to be able to block emailed tickets created from a certain domain (linkdn); Can anyone advise the best way to do this? Thanks,andy
Re: [rt-users] How to reject incoming emails to RT from a certain domain?
On 03 Feb 2011 10:10, testwreq wreq wrote: We have an RT 3.8.2 setup on linux centOS- We would like to be able to block emailed tickets created from a certain domain (linkdn); Can anyone advise the best way to do this? This is usually best done at the level of your mail server. Consult the appropriate documentation for it. Thomas
Re: [rt-users] Created date for transaction
this worked fo me
{
my $Date = RT::Date-new($CurrentUser);
$Date-Set(Format = 'sql', Value = $TA-Created);
$TempMap=$Date-ISO(Timezone =user );
}
Cheers,
Björn
Am 03.02.11 14:02, schrieb Björn Schulz:
Hi,
We like to print the creation date of a transaction to a cf..
$TempDate = $TA-Created()
The result is, however, in GMT.
How can I convert it to my local timezone?
Cheers,
Björn
Re: [rt-users] CF value is not updated from perspective of callback
*crickets* Okay, well, just so everyone knows, Require CF being set before resolve won't work properly without an answer to the quoted message below. The user will be shown the error screen, but can just navigate away from it without using the back button, and will find that the ticket is in fact resolved. So if that matters to you, don't use this after all :/ http://requesttracker.wikia.com/wiki/RequireCFResolve Or, you *can use it* with an 'On Resolve' Scrip that sets the ticket status back to open, if it was resolved, and if your CF is not set. On 1/20/2011 7:13 PM, Jeff Blaine wrote: Hi folks, I've hit another snag. Any help would be appreciated. RT 3.8.7. PROBLEM === After submission of Modify.html (editing Basics) where I changed 2 things FROM Status: stalled Classification: Non-Compliance TO Status: resolved Classification: Foobar The resulting log data generated from my callback (which is Modify.html/Default) shows 'resolved' but shows the OLD value for Classification, not the new one: Jan 20 18:06:50 rtdev1 RT: DEBUG Status = 'resolved' ... Jan 20 18:06:50 rtdev1 RT: DEBUG name = 'Classification' val = 'Non-Compliance' Note that the ticket is modified properly though. The values on screen once the page updates are: Status: resolved Classification: Foobar
Re: [rt-users] Created date for transaction
On Thu, Feb 03, 2011 at 04:48:36PM +0100, Björn Schulz wrote:
this worked fo me
{
my $Date = RT::Date-new($CurrentUser);
$Date-Set(Format = 'sql', Value = $TA-Created);
$TempMap=$Date-ISO(Timezone =user );
Alternatively $TA-CreatedObj-AsString();
}
Cheers,
Björn
Am 03.02.11 14:02, schrieb Björn Schulz:
Hi,
We like to print the creation date of a transaction to a cf..
$TempDate = $TA-Created()
The result is, however, in GMT.
How can I convert it to my local timezone?
Cheers,
Björn
--
[rt-users] Auto advance due date?
Folks: Can anyone recommend a Scrip or extensions that will allow me to automatically advance the due date on a ticket when it's replied to? I would like to advance the due date to 5 days from the time it's replied to automatically. Thanks! david -- IBM i on Power Systems - For when you can't afford to be out of business
Re: [rt-users] CF value is not updated from perspective of callback
Jeff, I did the latter, as well as set another non-visable CF to use as a trigger to send the owner a notification that the ticket was re-set to open. Kenn LBNL On Thu, Feb 3, 2011 at 8:36 AM, Jeff Blaine jbla...@kickflop.net wrote: *crickets* Okay, well, just so everyone knows, Require CF being set before resolve won't work properly without an answer to the quoted message below. The user will be shown the error screen, but can just navigate away from it without using the back button, and will find that the ticket is in fact resolved. So if that matters to you, don't use this after all :/ http://requesttracker.wikia.com/wiki/RequireCFResolve Or, you *can use it* with an 'On Resolve' Scrip that sets the ticket status back to open, if it was resolved, and if your CF is not set. On 1/20/2011 7:13 PM, Jeff Blaine wrote: Hi folks, I've hit another snag. Any help would be appreciated. RT 3.8.7. PROBLEM === After submission of Modify.html (editing Basics) where I changed 2 things FROM Status: stalled Classification: Non-Compliance TO Status: resolved Classification: Foobar The resulting log data generated from my callback (which is Modify.html/Default) shows 'resolved' but shows the OLD value for Classification, not the new one: Jan 20 18:06:50 rtdev1 RT: DEBUG Status = 'resolved' ... Jan 20 18:06:50 rtdev1 RT: DEBUG name = 'Classification' val = 'Non-Compliance' Note that the ticket is modified properly though. The values on screen once the page updates are: Status: resolved Classification: Foobar
Re: [rt-users] Auto advance due date?
David, Try this: Description: On Correspond Update Due Condition: On Correspond Action: User Defined Template: Global: Blank Stage: TransactionBatch Custom Action Prep Code: my $trans = $self-TransactionObj; my $ticket = $self-TicketObj; my $Due = new RT::Date( $self-CurrentUser ); # Add 5 days to Due Date $Due-SetToNow(); $Due-AddDays( 5 ); $ticket-SetDue( $Due-ISO ); return 1; Custom Action Cleanup Code: return 1; Hope this helps. Kenn LBNL On Thu, Feb 3, 2011 at 8:17 AM, David Gibbs da...@midrange.com wrote: Folks: Can anyone recommend a Scrip or extensions that will allow me to automatically advance the due date on a ticket when it's replied to? I would like to advance the due date to 5 days from the time it's replied to automatically. Thanks! david -- IBM i on Power Systems - For when you can't afford to be out of business
[rt-users] monthly reports?
I am trying to figure out how to do a monthly report for the activity we had go through RT, and I am having a devil of a time trying to figure out how to build my query. Basically I want any ticket included which was open, stalled, or new at ANY point during the month of January. Said another way, I do NOT want it to include tickets which were open then resolved prior to January 1, nor new tickets since the beginning of Feb. Surely this is the kind of report that other folks are running on a routine basis, right? -- Chris Barnes AOL IM: CNBarnes chris-bar...@tamu.eduYahoo IM: chrisnbarnes Computer Systems Manager MSN IM: ch...@txbarnes.com Department of Physics ph: 979-845-1379 Texas AM University fax: 979-845-2590
Re: [rt-users] scripts for daily notifications for unassigned and unresolved tickets
--- On Mon, 1/31/11, Kevin Falcone falc...@bestpractical.com wrote: From: Kevin Falcone falc...@bestpractical.com Subject: Re: [rt-users] scripts for daily notifications for unassigned and unresolved tickets To: rt-users@lists.bestpractical.com Date: Monday, January 31, 2011, 9:45 AM On Mon, Jan 31, 2011 at 08:39:47AM -0800, Joseph Spenner wrote: --- On Fri, 1/28/11, Kenneth Crocker kfcroc...@lbl.gov wrote: From: Kenneth Crocker kfcroc...@lbl.gov Subject: Re: [rt-users] scripts for daily notifications for unassigned and unresolved tickets To: rt-users@lists.bestpractical.com Date: Friday, January 28, 2011, 11:00 AM Joseph, If you're on 3.8.x, this can be done using Dashboards. Kenn LBNL Kenneth: This appears to work pretty good. Do you know if there's a way to set this up in a global way, such that a daily reminder could be sent to all users about their own unresolved tickets?
Re: [rt-users] monthly reports?
Chris, Yes, we have one like that called our Open Tasks List. Have you used RT Query before? The criteria should be relatively easy; - No Queue selection unless a CF is needed as a display field - Status isn't resolved and isn't rejected That's it for criteria. Then just run it. To get it to run monthly, set up a dashboard and set the Subscription frequency to monthly on the first or last day, your preference. Hope this helps. Kenn LBNL On Thu, Feb 3, 2011 at 9:57 AM, Chris Barnes chris-bar...@tamu.edu wrote: I am trying to figure out how to do a monthly report for the activity we had go through RT, and I am having a devil of a time trying to figure out how to build my query. Basically I want any ticket included which was open, stalled, or new at ANY point during the month of January. Said another way, I do NOT want it to include tickets which were open then resolved prior to January 1, nor new tickets since the beginning of Feb. Surely this is the kind of report that other folks are running on a routine basis, right? -- Chris Barnes AOL IM: CNBarnes chris-bar...@tamu.eduYahoo IM: chrisnbarnes Computer Systems Manager MSN IM: ch...@txbarnes.com Department of Physics ph: 979-845-1379 Texas AM University fax: 979-845-2590
Re: [rt-users] scripts for daily notifications for unassigned and unresolved tickets
Joseph, Unfortunately, I haven't set up a Global Dashboard. But after looking over the options, I don't think you can create a single Global Dashboard to send a Daily Reminder report without that report including everyone's tickets for everyone to see. What I did was go to each Queue Manager and ask them if they wanted such a reminder report and set up a dashboard for them (only). That has worked well for us. Sorry. Kenn LBNL On Thu, Feb 3, 2011 at 10:05 AM, Joseph Spenner joseph85...@yahoo.comwrote: --- On Mon, 1/31/11, Kevin Falcone falc...@bestpractical.com wrote: From: Kevin Falcone falc...@bestpractical.com Subject: Re: [rt-users] scripts for daily notifications for unassigned and unresolved tickets To: rt-users@lists.bestpractical.com Date: Monday, January 31, 2011, 9:45 AM On Mon, Jan 31, 2011 at 08:39:47AM -0800, Joseph Spenner wrote: --- On Fri, 1/28/11, Kenneth Crocker kfcroc...@lbl.gov wrote: From: Kenneth Crocker kfcroc...@lbl.gov Subject: Re: [rt-users] scripts for daily notifications for unassigned and unresolved tickets To: rt-users@lists.bestpractical.com Date: Friday, January 28, 2011, 11:00 AM Joseph, If you're on 3.8.x, this can be done using Dashboards. Kenn LBNL Kenneth: This appears to work pretty good. Do you know if there's a way to set this up in a global way, such that a daily reminder could be sent to all users about their own unresolved tickets?
Re: [rt-users] monthly reports?
On 2/3/2011 12:13 PM, Kenneth Crocker wrote: Chris, Yes, we have one like that called our Open Tasks List. Have you used RT Query before? The criteria should be relatively easy; * No Queue selection unless a CF is needed as a display field * Status isn't resolved and isn't rejected I don't think that's what I am looking for (ran it - I know it's not it). That misses all the tickets that were created on say, Jan 10, then resolved on Jan 14? Open Tasks is very different that what did we do last month? -- Chris Barnes AOL IM: CNBarnes chris-bar...@tamu.eduYahoo IM: chrisnbarnes Computer Systems Manager MSN IM: ch...@txbarnes.com Department of Physics ph: 979-845-1379 Texas AM University fax: 979-845-2590
Re: [rt-users] Load balancer and RT
Roy, Thanks for your answer. Could you please tell me more about your proxy settings? We have a virtual host definition like the following. Yesterday we started adding the ProxyPreserveHost, ProxyVia, ProxyPassReverseCookieDomain while chasing the session mix up issues. It is still happening although very rarely. And it is hard to reproduce on demand... This virtual host points to two RT instances. RewriteEngine on RewriteRule ^/(.*) - [P,QSA] ProxyPreserveHost ON ProxyVia Full KeepAlive On ProxyPassReverseCookieDomain mydomain.com Proxy balancer://proxy-balancer BalancerMemberhttp://xxx.xxx.xxx.xx1/rt_demo BalancerMemberhttp://xxx.xxx.xxx.xx2/rt_demo /Proxy ProxyPass /rt_demo balancer://proxy-balancer And on each RT instance we have the 'classic' setup: Alias /rt_demo /opt/rt3/share/html PerlModule Apache2::compat PerlModule Apache::DBI PerlRequire /opt/rt3/bin/webmux.pl AddOutputFilterByType DEFLATE application/x-javascript text/css text/html Location /rt/NoAuth Order allow,deny Allow from all Satisfy any /Location Location /rt/REST/1.0/NoAuth Order allow,deny Allow from all Satisfy any /Location Directory /opt/rt3/share/html AllowOverride All Options ExecCGI FollowSymLinks AddDefaultCharset UTF-8 SetHandler perl-script PerlHandler RT::Mason /Directory Thanks, Thierry
Re: [rt-users] monthly reports?
Chris, Sorry. I misread your request. Try this: Created '30 days ago' instead of the status criteria. That will get all tickets created in the month regardless of current status. Don't forget that will need to run at the end of the month in your dashboard. Hope that helps. Kenn LBNL On Thu, Feb 3, 2011 at 10:24 AM, Chris Barnes chris-bar...@tamu.edu wrote: On 2/3/2011 12:13 PM, Kenneth Crocker wrote: Chris, Yes, we have one like that called our Open Tasks List. Have you used RT Query before? The criteria should be relatively easy; * No Queue selection unless a CF is needed as a display field * Status isn't resolved and isn't rejected I don't think that's what I am looking for (ran it - I know it's not it). That misses all the tickets that were created on say, Jan 10, then resolved on Jan 14? Open Tasks is very different that what did we do last month? -- Chris Barnes AOL IM: CNBarnes chris-bar...@tamu.eduYahoo IM: chrisnbarnes Computer Systems Manager MSN IM: ch...@txbarnes.com Department of Physics ph: 979-845-1379 Texas AM University fax: 979-845-2590
Re: [rt-users] monthly reports?
On 03 Feb 2011, at 7:57 PM, Chris Barnes wrote: I am trying to figure out how to do a monthly report for the activity we had go through RT, and I am having a devil of a time trying to figure out how to build my query. Basically I want any ticket included which was open, stalled, or new at ANY point during the month of January. Said another way, I do NOT want it to include tickets which were open then resolved prior to January 1, nor new tickets since the beginning of Feb. I use Created for a similar query ( i.e. tickets created in a range), e.g. Queue = 'Queue Name' AND Created '1 month ago' AND Status != 'Spam' will give you all tickets created in the last month, regardless of status (we have a spam status, and I don't really feel like seeing those...) Surely this is the kind of report that other folks are running on a routine basis, right? weekly. Monthly is a bit long. Mark
[rt-users] Trying to modify the Quick Ticket function
On the dashboard (is that it - the home?) there is this neat thing
called Quick Ticket Creation.
Because of the way we do things, this area is really only useful to us
to log quickie, one time events. That is,
* if one of the IT folks need to create a ticket with some actual
content, we use the new ticket in button at the top.
* users create tickets by sending us email (ie. they do NOT have
accounts in RT).
Thus, since we want to use the Quick Ticket area for event logging,
there are a couple of things we are trying to accomplish by modifying
it's function
(1) the ticket needs to have the status set to Resolved
(2) it does NOT send email to the requestor (at all, ever).
note that we DO want to send email to the requestor from other
functions, so we do NOT want to blow away the ability to send email when
we set a normal ticket to resolved.
I am trying to make this change in RT by modifying the Mason script.
/opt/rt3/share/html/Ticket/ModifyAll.html has the following section
tr
td class=label|/lUpdate Type/:/td
td class=entry
select name=UpdateType
% if ($CanComment) {
option value=private |/lComments (Not sent to
requestors)//option
% }
% if ($CanRespond) {
option value=response|/lReply to requestors//option
% }
/select
% $m-callback( %ARGS, CallbackName = 'AfterUpdateType' );
/td
/tr
I simply tried to splice this
into /opt/rt3/share/html/Elements/QuickCreate
tr class=input-row
td class=labeltop|/lContent/:/td
td colspan=3 class=valuetextarea name=Content cols=50
rows=3/textarea/td/tr
tr
td class=label|/lUpdate Type/:/td
td class=entry
select name=UpdateType
% if ($CanComment) {
option value=private |/lComments (Not sent to
requestors)//option
% }
% if ($CanRespond) {
option value=response|/lReply to requestors//option
% }
/select
% $m-callback( %ARGS, CallbackName = 'AfterUpdateType' );
/td
/tr
/table
/Elements/Submit, Label = loc('Create')
/form
/
% $m-callback( CallbackName = 'EndOfList', TicketObj = $TicketObj, %
ARGS );
/div
%INIT
my $CanRespond = 1;
my $CanComment = 1;
my $checks_failure = 0;
my $title;
# Things needed in the template - we'll do the processing here, just
# for the convenience:
my ($CommentDefault, $ResponseDefault);
$CommentDefault = qq[ selected=selected];
$ResponseDefault = qq[ selected=selected];
/%INIT
%ARGS
$TicketObj = undef
Problem #1 is that this generates two tickets
Problem #2 is that it is sending a reply to the requestor (actually 2
replies, but that is probably due to Problem #1).
Is this even the right way to go about trying to implement his feature
change? Or am I barking up the wrong tree?
--
Chris Barnes AOL IM: CNBarnes
chris-bar...@tamu.eduYahoo IM: chrisnbarnes
Computer Systems Manager MSN IM: ch...@txbarnes.com
Department of Physics ph: 979-845-1379
Texas AM University fax: 979-845-2590
Re: [rt-users] monthly reports?
On 2/3/2011 12:34 PM, Mark Regensberg wrote:
On 03 Feb 2011, at 7:57 PM, Chris Barnes wrote:
I am trying to figure out how to do a monthly report for the activity we had go
through RT, and I am having a devil of a time trying to figure out how to build
my query.
Basically I want any ticket included which was open, stalled, or new at ANY
point during the month of January. Said another way, I do NOT want it to
include tickets which were open then resolved prior to January 1, nor new
tickets since the beginning of Feb.
I use Created for a similar query ( i.e. tickets created in a range), e.g.
Queue = 'Queue Name'
AND Created '1 month ago'
AND Status != 'Spam'
That would be close - but what about tickets in the previous month, but
not resolved (or even still open)? After all, those are tickets we
worked on during the month in question...
Created 'first of this month'
AND
(Status = ('open' OR 'stalled' OR 'new')
OR
Status ='resolved' AND Resolved 'first of last month')
will give you all tickets created in the last month, regardless of
status (we have a spam status, and I don't really feel like seeing
those...)
I simply use the status deleted for spam. :-)
Surely this is the kind of report that other folks are running on a routine
basis, right?
weekly. Monthly is a bit long.
We only have monthly meetings. :-)
--
Chris Barnes AOL IM: CNBarnes
chris-bar...@tamu.eduYahoo IM: chrisnbarnes
Computer Systems Manager MSN IM: ch...@txbarnes.com
Department of Physics ph: 979-845-1379
Texas AM University fax: 979-845-2590
Re: [rt-users] Trying to modify the Quick Ticket function
On Thu, Feb 03, 2011 at 12:38:41PM -0600, Chris Barnes wrote:
On the dashboard (is that it - the home?) there is this neat thing called
Quick Ticket Creation.
Because of the way we do things, this area is really only useful to us to
log quickie, one time events. That is,
* if one of the IT folks need to create a ticket with some actual content,
we use the new ticket in button at the top.
* users create tickets by sending us email (ie. they do NOT have accounts
in RT).
Thus, since we want to use the Quick Ticket area for event logging, there
are a couple of things we are trying to accomplish by modifying it's
function
(1) the ticket needs to have the status set to Resolved
(2) it does NOT send email to the requestor (at all, ever).
note that we DO want to send email to the requestor from other functions,
so we do NOT want to blow away the ability to send email when we set a
normal ticket to resolved.
I am trying to make this change in RT by modifying the Mason script.
/opt/rt3/share/html/Ticket/ModifyAll.html has the following section
tr
td class=label|/lUpdate Type/:/td
td class=entry
select name=UpdateType
% if ($CanComment) {
option value=private |/lComments (Not sent to
requestors)//option
% }
% if ($CanRespond) {
option value=response|/lReply to requestors//option
% }
/select
% $m-callback( %ARGS, CallbackName = 'AfterUpdateType' );
/td
/tr
I simply tried to splice this
into /opt/rt3/share/html/Elements/QuickCreate
tr class=input-row
td class=labeltop|/lContent/:/td
td colspan=3 class=valuetextarea name=Content cols=50
rows=3/textarea/td/tr
tr
td class=label|/lUpdate Type/:/td
td class=entry
select name=UpdateType
% if ($CanComment) {
option value=private |/lComments (Not sent to
requestors)//option
% }
% if ($CanRespond) {
option value=response|/lReply to requestors//option
% }
/select
% $m-callback( %ARGS, CallbackName = 'AfterUpdateType' );
/td
/tr
/table
/Elements/Submit, Label = loc('Create')
/form
/
% $m-callback( CallbackName = 'EndOfList', TicketObj = $TicketObj, %
ARGS );
/div
%INIT
my $CanRespond = 1;
my $CanComment = 1;
my $checks_failure = 0;
my $title;
# Things needed in the template - we'll do the processing here, just
# for the convenience:
my ($CommentDefault, $ResponseDefault);
$CommentDefault = qq[ selected=selected];
$ResponseDefault = qq[ selected=selected];
/%INIT
%ARGS
$TicketObj = undef
Problem #1 is that this generates two tickets
Problem #2 is that it is sending a reply to the requestor (actually 2
replies, but that is probably due to Problem #1).
Is this even the right way to go about trying to implement his feature
change? Or am I barking up the wrong tree?
--
Chris Barnes AOL IM: CNBarnes
chris-bar...@tamu.eduYahoo IM: chrisnbarnes
Computer Systems Manager MSN IM: ch...@txbarnes.com
Department of Physics ph: 979-845-1379
Texas AM University fax: 979-845-2590
Hi Chris,
I can think of several ways to do this. If you only need this function
for a several queues, make a shadow queue for each queue called qt:queue
to place them near each other. Then configure the scrips for your shadow
queue to assign/process the queue as describe. Another way is to have
creation using the quick ticket method set a global custom field and use
that to trigger your alternate processing.
Cheers,
Ken
Re: [rt-users] monthly reports?
That would be close - but what about tickets in the previous month, but not resolved (or even still open)? After all, those are tickets we worked on during the month in question... You can also do Ticket searches on Updated or LastUpdated and LastContacted (aka Told) between dates. An Updated search will give you any tickets that had Comments or Replies added to them, had custom field changes or status changes. Gordon
[rt-users] RT- Queue Wizard extension- error
Using the Queue Wizard extension, when trying to create queue TEST on the base of queue DRI, I have the following messages: * Staff group DRI_support for queue DRI not found * Owner group DRI_owners for queue DRI not found Any indication on what I should do to make it work ? Thanks, Gaston
