Re: [rt-users] "On Reply" set ticket status to "resolved"

[Nilesh]

You can write a simple scrip with a pre commit action to change the
TicketObj status. See the api docs.

--
Nilesh

On 04-Oct-2016 5:22 PM, "David Schmidt"  wrote:

> Hello list,
>
> I would like to set a tickets status to "resolved" on reply. The wiki
> mentions a "On Reply" action that I cannot find in my rt instance.
>
> https://rt-wiki.bestpractical.com/wiki/ManualScrips
>
> cheers
> david
> -
> RT 4.4 and RTIR training sessions, and a new workshop day!
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>
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Re: [rt-users] Making ticket history easier to read

[Kenneth Marshall]

On Tue, Oct 04, 2016 at 05:10:57PM -0400, Alex Hall wrote:
> Do you happen to know where that is on Debian? I can't locate a plugins
> directory anywhere I've tried, and putting it in /usr/request-tracker4/etc
> didn't seem to work correctly. Thanks.
> 

Hi Alex,

Try doing a find for a '*HistoryFilter*' directory. Unfortunately, I am
unfamiliar with Debian.

Regards,
Ken
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Re: [rt-users] Calculating the number of emails/replies/correspondences per ticket

[Landon Stewart]

On Oct 4, 2016, at 2:09 PM, Anthony Nguyen-Duong 
mailto:ant...@hotmail.com>> wrote:

Hi Landon,

Thanks for the reply.
In your implementation, what kind of charts can you make with those CFs?

We classify our tickets by subject matter so the chart I'm seeing is basically 
grouped by three CFs.  It basically shows that X staff replies are made for 
every Y client replies broken down by each classification.   It's not perfect 
but I haven't looked into using the calculation part of the graphing yet for 
CFs.

I have implemented a "Number of Emails" CF before with a similar implementation 
as your second approach, but when charting I can only use it for grouping. So 
the table would look something like:
Number of Emails | Ticket count

 053
 189
 225
Further, wouldn't all tickets that already exist in my database have "(no 
value)" for the new CF? My understanding is that the new CF would only "kick 
in" for new tickets.
I might re-consider implementing a CF again, but something similar to your 
first approach. The second approach is definitely more efficient, but my 
supervisor has asked that I implement it in a way that it is drawing from the 
data in the database rather than incrementing a counter, which could end up 
being less reliable.

I think I would consider doing some creative joins and subqueries with the 
mysql tables to get this information instead but it will get complicated really 
quickly.  I should have mentioned that after I used the second approach I 
described I had to update all the tickets with the first approach in order to 
get everything caught up but I only have to do it once after the second 
approach was finished and working.

--
Landon Stewart
Lead Analyst - Abuse and Security Management
INTERNAP ®
📧 lstew...@internap.com
🌍 www.internap.com

-
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Re: [rt-users] Making ticket history easier to read

[Alex Hall]

Do you happen to know where that is on Debian? I can't locate a plugins
directory anywhere I've tried, and putting it in /usr/request-tracker4/etc
didn't seem to work correctly. Thanks.

On Tue, Oct 4, 2016 at 4:36 PM, Kenneth Marshall  wrote:

> On Tue, Oct 04, 2016 at 04:21:13PM -0400, Alex Hall wrote:
> > Thanks guys. For the RT::Extension::HistoryFilter, where should the
> config
> > file go and what should it have? The readme says to put it in /etc, but
> > that doesn't seem right. Even if it is, the readme never details the
> > options or syntax that can be used in the file. I've installed the
> > extension, but see no difference thus far.
> >
> > Upgrading from 4.2.8 to 4.4.x isn't an option at the moment, even if I
> can
> > get a from-source install to work. I will look at the patch the link
> > describes, though, and hope that an upgrade will be possible soon. Maybe
> > over Christmas while no one is using the system for a few days. . Thanks.
> >
>
> Hi Alex,
>
> On our system, the config file is:
>
> /opt/rt3/local/plugins/RT-Extension-HistoryFilter/etc/
> HistoryFilter_Config.pm
>
> and contains:
>
> --
> # configuration for RT::Extension::HistoryFilter
>
> Set( @HistoryFilterTypes, qw(Create Correspond Comment) );
>
> 1;
> --
>
> Regards,
> Ken
>



-- 
Alex Hall
Automatic Distributors, IT department
ah...@autodist.com
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Boston - October 24-26
* Los Angeles - Q1 2017

Re: [rt-users] Calculating the number of emails/replies/correspondences per ticket

[Landon Stewart]

On Oct 4, 2016, at 10:28 AM, Anthony Nguyen-Duong 
mailto:ant...@hotmail.com>> wrote:


Hi,

I'd like to find out how to add my own calculation to charts, as opposed to the 
limited Ticket Count and various time calculations available for charts.
I'd like to add a calculation that calculates the number of 
emails/correspondences between an agent and a customer. I've tried looking 
through "lib/RT/Report/Tickets.pm" and "share/html/Search/Chart.html", but 
there's a lot of things I don't understand in there.

Now, realistically I may not have to go through the effort of adding a 
calculation for charts.
My end result is a table that has the columns: TicketId, NumberOfEmails (and 
I'll probably add some other things like Subject and whatnot). However, I'd 
prefer not to have a Custom Field for NumberOfEmails, reason being I'm not sure 
if there's a way to calculate the number of emails for all my past tickets and 
set all of them to their correct value apart from manually counting and 
inputting it. Instead, I was considering doing Callbacks or something to count 
the number of Correspondences in the Transactions table from the database and 
appending a column to a table.

We have two CFs that are populated - ClientReplies, StaffReplies and can be 
used in the charts.  I've done this twice before with two different approaches.

The first approach worked like this:
A crontab would use an action which would do this for each ticket.  It would 
cycle through all the create and correspond transactions and attribute them to 
either staff or clients then update the CF when it was done.  This meant that 
every single create,correspond transaction was processed for every ticket every 
time it ran.  It was a wasteful way to do it.

The second approach worked like this:
Two conditions were created - One that detected 'staff' correspondence and 
another to detect 'client' (non-staff) correspondence.  Depending on which 
condition was true an action to increment the appropriate CF (read the current 
CF value, add 1, delete the old CF value, record the new CF value).  The net 
effect was that the CFs were updated only when it was necessary.  This is a 
much more efficient way to do it.

--
Landon Stewart
Lead Analyst - Abuse and Security Management
INTERNAP ®
📧 lstew...@internap.com
🌍 www.internap.com

-
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* Boston - October 24-26
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[rt-users] "Uncheck boxes to disable notifications"

[Reinhold Pescoller]

Hi,

I have this trouble. On resolving a ticket sometimes I don't want to 
notify the requestor. So I uncheck the box "Uncheck boxes to disable 
notifications" but the notification is send although.


I noticed that when I reply to a ticket It works correctly. When I 
uncheck the box the notification is not send.


Is it a bug or I miss some configuration?

thanks in advance
-
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* Boston - October 24-26
* Los Angeles - Q1 2017

Re: [rt-users] Making ticket history easier to read

[Kenneth Marshall]

On Tue, Oct 04, 2016 at 04:21:13PM -0400, Alex Hall wrote:
> Thanks guys. For the RT::Extension::HistoryFilter, where should the config
> file go and what should it have? The readme says to put it in /etc, but
> that doesn't seem right. Even if it is, the readme never details the
> options or syntax that can be used in the file. I've installed the
> extension, but see no difference thus far.
> 
> Upgrading from 4.2.8 to 4.4.x isn't an option at the moment, even if I can
> get a from-source install to work. I will look at the patch the link
> describes, though, and hope that an upgrade will be possible soon. Maybe
> over Christmas while no one is using the system for a few days. . Thanks.
> 

Hi Alex,

On our system, the config file is:

/opt/rt3/local/plugins/RT-Extension-HistoryFilter/etc/HistoryFilter_Config.pm

and contains:

--
# configuration for RT::Extension::HistoryFilter

Set( @HistoryFilterTypes, qw(Create Correspond Comment) );

1;
--

Regards,
Ken
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Boston - October 24-26
* Los Angeles - Q1 2017

Re: [rt-users] Making ticket history easier to read

[Alex Hall]

Thanks guys. For the RT::Extension::HistoryFilter, where should the config
file go and what should it have? The readme says to put it in /etc, but
that doesn't seem right. Even if it is, the readme never details the
options or syntax that can be used in the file. I've installed the
extension, but see no difference thus far.

Upgrading from 4.2.8 to 4.4.x isn't an option at the moment, even if I can
get a from-source install to work. I will look at the patch the link
describes, though, and hope that an upgrade will be possible soon. Maybe
over Christmas while no one is using the system for a few days. . Thanks.

On Tue, Oct 4, 2016 at 1:20 PM, Kenneth Marshall  wrote:

> On Tue, Oct 04, 2016 at 07:13:12PM +0200, Joop wrote:
> > On 4-10-2016 16:31, Alex Hall wrote:
> > > Sorry to ask something I've already posted about, but this is the last
> > > major area my boss and coworkers are all continuing to ask me about.
> > > It's also one area on which I can find nothing at all.
> > >
> > > People want the ticket history to read more like a forum or instant
> > > message conversation, rather than an email reply chain with tons of
> > > extra links. Just for two replies on a ticket, here's what we all see:
> > Have a look at RT::Extension::HistoryFilter which will hide quite a bit
> > of history.
> >
> > Regards,
> >
> > Joop
>
> Hi,
>
> This functionality is included natively in newer RT releases. If just the
> few additional links are problematic, you may want to look at:
>
> http://wiki.bestpractical.com/view/BasicVsAdvancedInterface
>
> It allow you to toggle to the SelfService interface which is much more
> basic. If that does not work, you will need to take a look at the options
> to customize your local system. If you do it cleanly, then updates are
> much simpler.
>
> Regards,
> Ken
> -
> RT 4.4 and RTIR training sessions, and a new workshop day!
> https://bestpractical.com/training
> * Boston - October 24-26
> * Los Angeles - Q1 2017
>



-- 
Alex Hall
Automatic Distributors, IT department
ah...@autodist.com
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Boston - October 24-26
* Los Angeles - Q1 2017

Re: [rt-users] Close tickets with email

[Martin Petersson]

Hello Landon

Yes, i just want to to close the tickets, could you help me with that scrip, 
please :)



Martin Petersson
IT-Konsult

+46 (0)522 980 28, mar...@uanet.se, 
www.uanet.se
Gustaf Mattssons Väg 2, 451 50 Uddevalla, Orgnr: 556702-4095

[cid:A93F8E95-F3FC-464A-AF04-402618F91147@uanet.local] 


2 okt. 2016 kl. 00:01 skrev Landon Stewart 
mailto:lstew...@internap.com>>:

On Sep 30, 2016, at 9:13 AM, Martin Petersson 
mailto:mar...@uanet.se>> wrote:

Hello all

I've heard that I can close a ticket by sending an email, how do I do that?

It it's just closing tickets you want you could create a scrip on the queue for 
globally that looks for a condition and carries out the action to close a 
ticket.

Alternatively if you want to allow more commands (be careful if users use the 
queue(s)) you could use something like RT::Extension::CommandByMail.  I've used 
it in the past and it's quite good once people get used to using it.  You can 
limit it's use to certain groups and change the Queue, Owner, Status, Custom 
Fields, etc with it by replying to tickets with certain content at the top of 
the reply.

--
Landon Stewart
Lead Analyst - Abuse and Security Management
INTERNAP ®
📧 lstew...@internap.com
🌍 www.internap.com


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[rt-users] Which mason_data to clear when installing plugins?

[Alex Hall]

Hello list,
I'm installing the HistoryFilter plugin as suggested in my last thread. As
I was going to clear the cache, I found something odd: I appear to have two
mason caches. One is for RT while the other isn't explicitly so, but
still... Which one should I clear out? I see:

/var/cache/request-tracker4/mason_data, inside of which are obj, cache, and
etc

/var/cache/mason, inside of which are obj and cache

The first one seems the obvious choice, but I had no end of trouble getting
ExtensionAsString to work when I tried it last week. I wonder if I was
clearing out the wrong cache? What's the worst that happens if I clear the
wrong one (one not meant for RT)? I'm guessing nothing too bad, as this is
just a cache anyway. Oh, I'm on Debian 8, RT4.2.8, everything up to date.
Thanks.

-- 
Alex Hall
Automatic Distributors, IT department
ah...@autodist.com
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Boston - October 24-26
* Los Angeles - Q1 2017

[rt-users] Calculating the number of emails/replies/correspondences per ticket

[Anthony Nguyen-Duong]

Hi,


I'd like to find out how to add my own calculation to charts, as opposed to the 
limited Ticket Count and various time calculations available for charts.

I'd like to add a calculation that calculates the number of 
emails/correspondences between an agent and a customer. I've tried looking 
through "lib/RT/Report/Tickets.pm" and "share/html/Search/Chart.html", but 
there's a lot of things I don't understand in there.


Now, realistically I may not have to go through the effort of adding a 
calculation for charts.

My end result is a table that has the columns: TicketId, NumberOfEmails (and 
I'll probably add some other things like Subject and whatnot). However, I'd 
prefer not to have a Custom Field for NumberOfEmails, reason being I'm not sure 
if there's a way to calculate the number of emails for all my past tickets and 
set all of them to their correct value apart from manually counting and 
inputting it. Instead, I was considering doing Callbacks or something to count 
the number of Correspondences in the Transactions table from the database and 
appending a column to a table.


If I instead added a chart calculation, the end result would be more flexible - 
at the cost of a (possibly?)difficult implementation.

> New Chart

> Group tickets by Ticket/Id. (individual tickets, so basically no grouping; 
> this might get out of hand for large numbers of tickets though; this is 
> something else I'd like to know how to do)

> Calculate values of Email count.

> Generate bar chart or table


Now that I think about it though, I might just be able to add a column called 
Number of Emails to search results and get that sorted out.

Sorry my thoughts are kind of all over the place right now.


In summary, envisioned end result:

- A table/search result list (doesn't necessarily have to be a chart) that can 
be added to a dashboard that has, at minimum, the columns: TicketId and 
NumberOfEmails

- NumberOfEmails is preferably not a Custom Field

- The column NumberOfEmails must be able to find the number of emails between 
an agent and customer of all tickets that are currently in my database (I'd 
imagine I have to use SQL for this somewhere to count Correspondences for 
specific TicketId's)


I'd like to know what the best thing to do would be and how to start working on 
a solution.



I hope I've explained my problem well enough.

I can clarify further if you'd like.


Thank you,

Anthony

-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Boston - October 24-26
* Los Angeles - Q1 2017

Re: [rt-users] Making ticket history easier to read

[Kenneth Marshall]

On Tue, Oct 04, 2016 at 07:13:12PM +0200, Joop wrote:
> On 4-10-2016 16:31, Alex Hall wrote:
> > Sorry to ask something I've already posted about, but this is the last
> > major area my boss and coworkers are all continuing to ask me about.
> > It's also one area on which I can find nothing at all.
> >
> > People want the ticket history to read more like a forum or instant
> > message conversation, rather than an email reply chain with tons of
> > extra links. Just for two replies on a ticket, here's what we all see:
> Have a look at RT::Extension::HistoryFilter which will hide quite a bit
> of history.
> 
> Regards,
> 
> Joop

Hi,

This functionality is included natively in newer RT releases. If just the
few additional links are problematic, you may want to look at:

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

It allow you to toggle to the SelfService interface which is much more
basic. If that does not work, you will need to take a look at the options
to customize your local system. If you do it cleanly, then updates are
much simpler.

Regards,
Ken
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Boston - October 24-26
* Los Angeles - Q1 2017

Re: [rt-users] Making ticket history easier to read

[Joop]

On 4-10-2016 16:31, Alex Hall wrote:
> Sorry to ask something I've already posted about, but this is the last
> major area my boss and coworkers are all continuing to ask me about.
> It's also one area on which I can find nothing at all.
>
> People want the ticket history to read more like a forum or instant
> message conversation, rather than an email reply chain with tons of
> extra links. Just for two replies on a ticket, here's what we all see:
Have a look at RT::Extension::HistoryFilter which will hide quite a bit
of history.

Regards,

Joop

-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Boston - October 24-26
* Los Angeles - Q1 2017

[rt-users] Making ticket history easier to read

[Alex Hall]

Sorry to ask something I've already posted about, but this is the last
major area my boss and coworkers are all continuing to ask me about. It's
also one area on which I can find nothing at all.

People want the ticket history to read more like a forum or instant message
conversation, rather than an email reply chain with tons of extra links.
Just for two replies on a ticket, here's what we all see:

Tue Oct 04 10:11:37 2016 ahall (Alex Hall) - Correspondence added
[Reply] [Comment] [Forward]
Download (untitled)
/
with headers

text/plain 121B
[my response]
#
Tue Oct 04 10:02:58 2016 username (First Last) - Correspondence added
[Reply] [Comment] [Forward]
Subject:
RE: [IT #97] subject of the ticket
To:
itqueueem...@domain.com
Date:
Tue, 4 Oct 2016 10:00:57 -0400
From:
"username" 
Download (untitled)
/
with headers

text/plain 130B
Download (untitled)
/
with headers

text/html 1.9KiB
what username said


All that is just for TWO responses. When three or four people are on a
ticket, talking back and fourth, it quickly becomes a mess of extraneous
text through which everyone has to wade just to find information.
Alternatively, what we're hoping to find is a way to make it read more like
this:

On Tue, Oct 4 2016 at 10:11 AM, Alex Hall (ahall) said:
my reply text

on Tue, Oct 4 2016 at 10:02 AM, First Last (username) said:
what username said

And that's it. I can't tell you how much easier this would make the lives
of all our customer service people in particular, but of everyone using RT
at this company as well. At this point, I'm even willing to edit source
code, but I have no idea where to start. If anyone has any suggestions or
ideas, I'd love to hear them. Thanks in advance.

-- 
Alex Hall
Automatic Distributors, IT department
ah...@autodist.com
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Boston - October 24-26
* Los Angeles - Q1 2017

[rt-users] "On Reply" set ticket status to "resolved"

[David Schmidt]

Hello list,

I would like to set a tickets status to "resolved" on reply. The wiki 
mentions a "On Reply" action that I cannot find in my rt instance.


https://rt-wiki.bestpractical.com/wiki/ManualScrips

cheers
david
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Boston - October 24-26
* Los Angeles - Q1 2017