Re: [rt-users] how to remove watchers
On 6/16/2011 5:15 PM, Nick Kartsioukas wrote: If you're wondering about the other two email addresses listed for Pam and Veronica, if RT sees someone CCed on an email that comes into a ticket, I think it captures that and keeps it handy so you can quickly select from the dropdown to add that user as a Requestor, CC, or AdminCC. However, they are not actually currently a Watcher of any type. Yes, those are the ones I want to remove. Some people (the requestor of this ticket) have a nasty habit of cc:ing dozens of people - many of whom couldn't care less about the topic. I can see how RT capturing those could be handy. But I still should be able to remove them (2 is unsightly; when he does 12 it is unwieldy). -- 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
[rt-users] how to remove watchers
For the life of me, I can't figure out how to remove people who are listed in a ticket as a watcher. -- 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] how to remove watchers
On 6/16/2011 4:22 PM, Nick Kartsioukas wrote: On Thu, 16 Jun 2011 16:07 -0500, Chris Barneschris-bar...@tamu.edu wrote: For the life of me, I can't figure out how to remove people who are listed in a ticket as a watcher. Open the ticket, then click on People. Check the boxes of those you want to remove and then Save Changes. Negative. The check boxes are for Requestor, CC, Admin CC. These people are none of those. They are ONLY watchers. I sense a highlander reference coming... :-) -- 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
[rt-users] User credentials change automagically
Ok, this is bizarre. Our IT group uses RT for problem tracking. There are only 4 accounts (kept in RT), one for each of the 3 real people and one called root (for admin functions of RT itself). We've been using RT 3.8.8 since November - the problem I will describe just began happening this week. 2 of us are logged into RT pretty much 24/7 I use Firefox 4. Never have a problem User2 uses Opera 11. RT itself works fine for him. Neither of us knows the other's password... Problem: User2 locks his computer and goes to lunch. When he gets back from lunch, his RT session is somehow magically logged in as ME. Huh? How could that happen? It gets even more bizarre - if he logs out of RT on his computer, the RT session on my computer gets logged off ??? What's going on here? -- 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] bouncing a ticket out of RT
On 4/19/2011 3:36 PM, Albert Shih wrote: I'm not sure but I think you can do that through procmail, mean not directly use rt-mailgate but through a procmailrc call rt-mailgate just in case you want the mail, if it's spam just push to trash. ??? I don't think you understood what I was asking for. Procmail's job ends after the ticket is in RT. Once it gets there, it's not in an email system at all - which means procmail can't get to it at all. I'm talking about bouncing a message AFTER it is in RT. After all, there is no way to determine which messages need to get bounced until a person looks at it in RT. Therefore, this would have to be a function/addon in RT. -- 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
[rt-users] bouncing a ticket out of RT
This is a I wish RT had this function email. Can it go on the wish list for the next version?:-) We use RT as a computing help desk ticket system- with a generic email address for our entire group. This way users only need to learn a single email address for computing questions. This works very well as 90% of the email that comes in are support requests. About 5% of the email that comes in is spam. Eh... I can live with that (it's easy enough to set the status to deleted and move on). This email is about that other 5% - those messages which are meant for one of the IT folks directly (eg. administrivia within the dept). What I wish RT had was a bounce/redirect function (in pine/Thunderbird addon terms). Basically a way I could redirect the email message to another address. Note that this is similar to a forward. But a standard forward creates a whole new set of headers, where the message comes FROM the intermediate person (in this case, RT). A redirect forwards the message, but leaves the headers completely intact - such that the new recipient sees the message as if it came from the original person. -- 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
[rt-users] Modifying the text in a ticket?
Ok, this might be a stopid question. But I'm going to ask anyway. Is there an easy way for me to edit the text of things already in a ticket? For example, say I have a ticket and I add some comments (not sent to the requestor) and I have a typo. Is there a way I can go in and correct the typo *of the original comment*? For us at least, RT is not a legal document flow where we need to preserve every exact historical flow. There are times I would like to change things that DON'T show up in the History of the ticket -- 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] sub-queues?
On 2/15/2011 5:47 AM, Alex Harrington wrote: We went with having lots of specific queues initially (we're a large secondary school in the UK with about 1500 users and 600 desktop PCs to support) however over time we've settled on two queues. There's an overhead in getting users to send jobs to the correct email address (and hence the correct queue) and also an overhead in sorting tickets in to queues yourself. Hope that helps Actually - it does. :-) I can see how queue proliferation can become burdensome. We have 8 queues (Accounting, AV, Hardware, Helpdesk, Software, SysAdmin, Unassigned, Website (content)) - but will probably drop the Unassigned and have the Helpdesk queue be the default queue (the one that mailgate uses to dump tickets into RT). -- 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
[rt-users] stupid question
I'm wanting to get rid of one of the unneeded queues (Unassigned) - but before I do that, I have to make sure that it isn't being used. Currently, any email that comes in via mailgate is being dumped into that queue. Where do I set which queue is being used? Note that my /etc/aliases is telling it to use 'Helpdesk' as the queue - but it seems that this is being ignored rt: |/opt/rt3/bin/rt-mailgate --queue 'Helpdesk' --action correspond --url https://tasks.physics.tamu.edu; rt-comment: |/opt/rt3/bin/rt-mailgate --queue 'Helpdesk' --action comment --url https://tasks.physics.tamu.edu; -- 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] stupid question
On 2/15/2011 10:13 AM, Chris Barnes wrote: I'm wanting to get rid of one of the unneeded queues (Unassigned) - but before I do that, I have to make sure that it isn't being used. Currently, any email that comes in via mailgate is being dumped into that queue. Where do I set which queue is being used? Note that my /etc/aliases is telling it to use 'Helpdesk' as the queue - but it seems that this is being ignored Answering my own question - thanks to Matt Hoover for getting me to look at the right thing. It turns out, we're not using the aliases file for mailgate - we're using a .procmail script (so that we can do some spam filtering prior to a ticket getting into RT). Changing the queue in the procmail script did what I wanted it to do. -- 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
[rt-users] sub-queues?
Q1: can RT do sub-queues? Here's why I'm asking. One of the queues we use is called Sysadmin - for tasks which are System Administration in nature (as opposed to helpdesk, accounting, etc.) Within the category of Sysadmin, there are some tasks which are reoccuring and could use their own sub-queue - eg. adding/removing users (we're a university dept so every semester I have to add/remove some 60/75 students); documentation of the system (both FAQ for users as well as internal documentation). Q2: do sub-queues make sense? I am trying to be too fine here? Is this something other people have thought about? -- 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
[rt-users] set a default queue
More noob questions :-O We have 7 different queues to differentiate what type of problems we deal with (sysadmin, helpdesk, a/v, etc). I don't mind the drop down menu for queues listing these alphabetically, but it would be REALLY nice if I could set a default queue for everything OTHER than requests that come in via email. Said another way: * if a ticket is created via email, the queue should be set to unassigned (one of our queues). This part is already working... * if a ticket is created using the RT interface, the default queue should be helpdesk. What do I need to change to make this happen? -- 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] set a default queue
On 2/7/2011 12:03 PM, Thomas Sibley wrote: On 07 Feb 2011 12:25, Chris Barnes wrote: More noob questions :-O We have 7 different queues to differentiate what type of problems we deal with (sysadmin, helpdesk, a/v, etc). I don't mind the drop down menu for queues listing these alphabetically, but it would be REALLY nice if I could set a default queue for everything OTHER than requests that come in via email. Said another way: * if a ticket is created via email, the queue should be set to unassigned (one of our queues). This part is already working... * if a ticket is created using the RT interface, the default queue should be helpdesk. What do I need to change to make this happen? This is a config option. Search for default queue in `perldoc etc/RT_Config.pm` But won't that change the option for BOTH the RT interface as well as those that come in via email? -- 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
[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] 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
[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
[rt-users] child tickets
(noob question) So I see there are some discussions about something called child tickets. From what I believe this means, this would be something quite useful for us. So how do I create a ticket that is a child of another ticket? Using RT 3.8.8 -- 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] child tickets
On 1/26/2011 10:18 AM, Emmanuel Lacour wrote: - display a ticket - in the box on bottom right of ticket metadata, with the title Links, click on add link in front of either Depends on, Child or Refers to. The kind of link type choice depends of your needs. more details here: http://requesttracker.wikia.com/wiki/Relationships Excellent. I was able to follow this and make one ticket a child of another one. But how do I SEE the relationships (such as when clicking on home or a particular Queue in the Quick Search)? After all, having relationships is good, but it's not terribly useful unless the people dealing with the tickets can see those relationships. -- 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] child tickets
On 1/26/2011 4:21 PM, Kenneth Crocker wrote: Chris, If you are on 3.8.X you can see those relationships in the Links box of a ticket and further, the Graph function within said box. You can also write a search to list such relationships and dependencies and put that search on your home page or a dashboard. In the vein of one question leads to the next: I see how to write searches. But how do I make that search my 'home page'? -- 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
[rt-users] Resolve w/o emailing user
Here is another noob question (I hope you guys don't get tired of these). Last week our mysql server crapped out on us and I had to restore the system from a backup. We ended up loosing ~5 days worth of data for RT because we were using mysqlhotcopy (and who knew hotcopy didn't copy all of the mysql database types). At any rate, when we restored - RT was back to the way it was 5 days prior. Meaning there were several tickets which we had marked as resolved which were now showing up as open again. Which leads me to my question - is there any way to mark a ticket as resolved *without* the end-user getting an email telling them that their ticket has been closed? -- 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] Resolve w/o emailing user
On 1/11/2011 9:58 AM, Josh Narins wrote: Display the ticket. Click on The Basics. Change the status there. That's how we do it. Hmmm... I tried that and looked at the history of the ticket. The last item is Outgoing email recorded Our users seem to _always_ send a Thank you! if we resolve the ticket with a message, which reopens the ticket. Come to think of it, we get alot of those too. Maybe disabling the script *permanently* is the real solution... ;-) now then... anyone know off hand how I can disable that script (I did say I was a noob)? -- 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
[rt-users] stupid question (noob)
We have just started using RT and are quite pleased with our initial impressions. But there is one thing I *really* wish it would do and am hoping there is a configuration tweak I can make There is an open ticket * We use the Reply link/button to get information back from the user * The user replies to the email message (properly keeping the subject line in-tact -- is there anyway for RT to indicate that there is new information in the ticket that we need to look at? -- 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
[rt-users] Restoring data after a system crash
Today we had a disk crash of my mysql server. After I restored the machine (from Dec 31), I then tried to restore the nightly backup of the mysql data itself. It *almost* worked. ... the backup of the data is done using mysqlhotcopy, tar the copy, then scp over to another computer. All but 1 of my tables seems to have restored. What I did was (1) copy the tar file to the restored server (2) untar the hotcopy into /tmp/restored (3) stop mysql, (4) copy the tables (directories) from /tmp/restored to /var/lib/mysql (5) restart mysql. All but 1 of the databases is now using the restored data. The database that did not restore is (the reason I am asking here) the RT database. For that 1 database, when I look at the contents I get the data from Dec 31 (not last night). Ideas? -- 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] Restoring data after a system crash
On 1/6/2011 6:58 PM, Ruslan Zakirov wrote: On Thu, Jan 6, 2011 at 10:42 PM, Chris Barneschris-bar...@tamu.edu wrote: mysqlhotcopy http://dev.mysql.com/doc/refman/5.0/en/mysqlhotcopy.html *mysqlhotcopy works only for backing up MyISAM and ARCHIVE tables* RT runs on InnoDB tables. Wel alrighty then. -- 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
