Re: [rt-users] SelfService and ticket submission via Mail
I can do that, but another problem occurred to me. From time to time Students and sometimes Faculty and Staff use email addresses not assigned by the University. Will RT setup another account or just ignore the message? Can I setup a response that will tell them to use their University account? Van Howell System Administrator Lubbock Christian University Sent from my iPad On Feb 16, 2012, at 8:31 PM, Kevin Falcone falc...@bestpractical.com wrote: On Thu, Feb 16, 2012 at 05:08:27PM -0800, Kenneth Crocker wrote: I would recommend making them all privileged so you cab put them in groups (like staff, students, etc.) with similar access needs. Kenn - this ignores one of the most useful features of RT for non-technical users - the SelfService interface where all they see are their tickets in a greatly simplified interface. Van - I assume you mean your LDAP RTUsers group? You'll either need to remove the RTUsers group restriction on RT-Authen-ExternalAuth or add users to it. -kevin On Thu, Feb 16, 2012 at 3:23 PM, Howell, Van [1]van.how...@lcu.edu wrote: I am using LDAP authentication. I have about 2000 users in Faculty, Staff, Student and Distance Ed groups. I want them to be able to submit tickets via email and check progress using self service. Do they each have to be a member of my RTUsers group to do this? ATT1 RT Training Sessions (http://bestpractical.com/services/training.html) * Boston � March 5 6, 2012 RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
[rt-users] Privileged users and ticket creation
Do privileged users have the ability to post into any queue regardless of their specific permissions? I'm asking because I have an employee that has the check box Let this user be granted rights (Privileged) Checked but does NOT have the right either thru user or group rights to Create tickets but she can still choose whatever queue she wants from the drop down... is there anyway to prevent this? -- View this message in context: http://old.nabble.com/Privileged-users-and-ticket-creation-tp33342865p33342865.html Sent from the Request Tracker - User mailing list archive at Nabble.com. RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
[rt-users] SLA reporting
Hi, We are using RT4.02 for our IT service Center with SLA module defining start and due date (Response time and resolution time as defined in RT_Siteconfig.pm). My concern right now is to find a way to report Performance against the SLA at two level: - Response time - Resolution time The idea we have is to use rt-crontool to store into CF Request already late in regards of response time and also in regards of resolution time For response time the query could be something like : Status = 'new' AND TimeLeft 0 For resolution time the query could be something like : TimeLeft 0 AND ( Status = 'open' OR Status = 'stalled' ) Now the idea is to set a specific hidden CF called LateResponse and LateResolution with value 0 or 1 to keep a track of late response or late resolution The solution to update the CF could be to use then bin/rt/ command line. And finally query directly the MySQL DB to get our report. Is there any other idea to create this report from your point of view thanks Please be advised that this email may contain confidential information. If you are not the intended recipient, please notify us by email by replying to the sender and delete this message. The sender disclaims that the content of this email constitutes an offer to enter into, or the acceptance of, any agreement; provided that the foregoing does not invalidate the binding effect of any digital or other electronic reproduction of a manual signature that is included in any attachment. RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] Privileged users and ticket creation
I also wanted to add my RT version RT 4.0.1 Anthony24x wrote: Do privileged users have the ability to post into any queue regardless of their specific permissions? I'm asking because I have an employee that has the check box Let this user be granted rights (Privileged) Checked but does NOT have the right either thru user or group rights to Create tickets but she can still choose whatever queue she wants from the drop down... is there anyway to prevent this? -- View this message in context: http://old.nabble.com/Privileged-users-and-ticket-creation-tp33342865p33342936.html Sent from the Request Tracker - User mailing list archive at Nabble.com. RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] Privileged users and ticket creation
On Fri, Feb 17, 2012 at 06:06:58AM -0800, Anthony24x wrote: Do privileged users have the ability to post into any queue regardless of their specific permissions? No. I'm asking because I have an employee that has the check box Let this user be granted rights (Privileged) Checked but does NOT have the right either thru user or group rights to Create tickets but she can still choose whatever queue she wants from the drop down... is there anyway to prevent this? Remove some of your global SeeQueue and CreateTicket rights. It's likely you gave Everyone CreateTicket Globally and you may need to push that down into certain queues (or just give Unprivileged that rights). It depends on how you're running your RT queues. -kevin pgp54pr1hnNfB.pgp Description: PGP signature RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] SelfService and ticket submission via Mail
On Fri, Feb 17, 2012 at 01:50:26PM +, Howell, Van wrote: I can do that, but another problem occurred to me. From time to time Students and sometimes Faculty and Staff use email addresses not assigned by the University. Will RT setup another account or just ignore the message? Can I setup a response that will tell them to use their University account? Yes, RT will create a new account by default. There are a few options. You can configure RT-Authen-ExternalAuth to disallow mail from email addresses that aren't in LDAP. Or you can use the MergeUsers extension to go in and merge people together after the fact. If all their addresses are in LDAP, there's a branch of RT-Authen-ExternalAuth you could test. -kevin On Feb 16, 2012, at 8:31 PM, Kevin Falcone falc...@bestpractical.com wrote: On Thu, Feb 16, 2012 at 05:08:27PM -0800, Kenneth Crocker wrote: I would recommend making them all privileged so you cab put them in groups (like staff, students, etc.) with similar access needs. Kenn - this ignores one of the most useful features of RT for non-technical users - the SelfService interface where all they see are their tickets in a greatly simplified interface. Van - I assume you mean your LDAP RTUsers group? You'll either need to remove the RTUsers group restriction on RT-Authen-ExternalAuth or add users to it. -kevin On Thu, Feb 16, 2012 at 3:23 PM, Howell, Van [1]van.how...@lcu.edu wrote: I am using LDAP authentication. I have about 2000 users in Faculty, Staff, Student and Distance Ed groups. I want them to be able to submit tickets via email and check progress using self service. Do they each have to be a member of my RTUsers group to do this? pgpliq71MgAW1.pgp Description: PGP signature RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] SLA reporting
Hi, There is a custom branch in the repository that makes a stab at calculating whether people met deadlines or not. It's not complete, but it's a good start. This code walks history of a ticket and calculates whether configured deadlines were met or not. Your idea with crontool is bad. It's better to use scrips with on correspond and on resolve conditions. With this solution you get accurate statistics, but you get it late to react. On Fri, Feb 17, 2012 at 18:19, Soula, Christophe cso...@hach-lange.com wrote: Hi, We are using RT4.02 for our IT service Center with SLA module defining start and due date (Response time and resolution time as defined in RT_Siteconfig.pm). My concern right now is to find a way to report Performance against the SLA at two level: - Response time - Resolution time The idea we have is to use rt-crontool to store into CF Request already late in regards of response time and also in regards of resolution time For response time the query could be something like : Status = 'new' AND TimeLeft 0 For resolution time the query could be something like : TimeLeft 0 AND ( Status = 'open' OR Status = 'stalled' ) Now the idea is to set a specific hidden CF called LateResponse and LateResolution with value 0 or 1 to keep a track of late response or late resolution The solution to update the CF could be to use then bin/rt/ command line. And finally query directly the MySQL DB to get our report. Is there any other idea to create this report from your point of view thanks Please be advised that this email may contain confidential information. If you are not the intended recipient, please notify us by email by replying to the sender and delete this message. The sender disclaims that the content of this email constitutes an offer to enter into, or the acceptance of, any agreement; provided that the foregoing does not invalidate the binding effect of any digital or other electronic reproduction of a manual signature that is included in any attachment. RT Training Sessions (http://bestpractical.com/services/training.html) * Boston — March 5 6, 2012 -- Best regards, Ruslan. RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
[rt-users] Upgrading from 3.4.5
I'm currently using RT 3.4.5. I'd like to upgrade it. I was wondering if I should just go straight to 4.0.x or go to 3.6, then 3.8, and then to 4.0. What would you suggest? Thanks, Jaime -- Network Administrator Cairo-Durham Central School District http://cns.cairodurham.org RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] Upgrading from 3.4.5
On 02/17/2012 02:01 PM, Jaime Kikpole wrote: I'm currently using RT 3.4.5. I'd like to upgrade it. I was wondering if I should just go straight to 4.0.x or go to 3.6, then 3.8, and then to 4.0. What would you suggest? Going straight to 4.0.x is fine. There are a number of important database upgrade steps you need to do, so read all of the README and docs/UPGRADING-3.4, docs/UPGRADING-3.6, docs/UPGRADING-3.8, docs/UPGRADING-4.0 and docs/UPGRADING.mysql if it applies to you. Thomas RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] Upgrading from 3.4.5
On Fri, Feb 17, 2012 at 2:06 PM, Thomas Sibley t...@bestpractical.com wrote: Going straight to 4.0.x is fine. There are a number of important database upgrade steps you need to do, so read all of the README and docs/UPGRADING-3.4, docs/UPGRADING-3.6, docs/UPGRADING-3.8, docs/UPGRADING-4.0 and docs/UPGRADING.mysql if it applies to you. Thanks! As it happens, I did notice those files. I went looking for readmes before bothering the list. :) Reading the files made me wonder if I should do this incrementally, though. Thanks, Thomas, for the quick and thorough answer. This is going to save me a lot of time. Jaime -- Network Administrator Cairo-Durham Central School District http://cns.cairodurham.org RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] Upgrading from 3.4.5
On 02/17/2012 02:15 PM, Jaime Kikpole wrote: On Fri, Feb 17, 2012 at 2:06 PM, Thomas Sibley t...@bestpractical.com wrote: Going straight to 4.0.x is fine. There are a number of important database upgrade steps you need to do, so read all of the README and docs/UPGRADING-3.4, docs/UPGRADING-3.6, docs/UPGRADING-3.8, docs/UPGRADING-4.0 and docs/UPGRADING.mysql if it applies to you. Thanks! As it happens, I did notice those files. I went looking for readmes before bothering the list. :) Reading the files made me wonder if I should do this incrementally, though. Thanks, Thomas, for the quick and thorough answer. This is going to save me a lot of time. No problem. Glad to hear you're upgrading. :) You may also be interested in http://blog.bestpractical.com/2011/07/upgrading-to-rt-4.html which also summarizes the things you should be aware of during an upgrade. Thomas RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] Upgrading from 3.4.5
On Fri, Feb 17, 2012 at 4:22 PM, Thomas Sibley t...@bestpractical.com wrote: No problem. Glad to hear you're upgrading. :) You may also be interested in http://blog.bestpractical.com/2011/07/upgrading-to-rt-4.html which also summarizes the things you should be aware of during an upgrade. Thanks. I was assuming I should mysqldump backup.sql just to be safe. I don't run it in a VM (I've used RT since before VMs were fashionable), though. Any thoughts on the mysqldump idea? Thanks, Jaime -- Network Administrator Cairo-Durham Central School District http://cns.cairodurham.org RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] Upgrading from 3.4.5
On 02/17/2012 04:58 PM, Jaime Kikpole wrote: Thanks. I was assuming I should mysqldump backup.sql just to be safe. I don't run it in a VM (I've used RT since before VMs were fashionable), though. Any thoughts on the mysqldump idea? Yep, all of our documentation tells you to take backups. For backing up a 3.4.5 database, you'll want to use the --default-character-set=binary option. See also UPGRADING.mysql. T. RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
[rt-users] Searching on Custom Fields
Hi all, I looked through the archives as best I could and didn't see anything specifically about this issue. RT 3.8.8 I've got a queue with 2 custom fields associated with it (they're not global custom fields). Click on Tickets, then New Search. Select the queue, and hit Add These Terms, and one of the two custom fields shows up in the Add Criteria section, but not both. Smells like a bug. Anyone know if this works right in a later 3.x release? Or is this happening only to me? Thanks in advance! --- Jason Marshall IT Manager Kelman Data Management RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
