[rt-users] RT Reports, Stats, Metrics, etc....

[Jared Hanks]

Hello,
 
I'm currently running RT 3.6.1 and I need to get some 
reporting/stats/metrics/etc out of RT.  I know there are a few very basic 
reports with the install, but nothing too complex.  I believe there was some 
emails going around the user lists a while back about what users wanted for 
reports.  Are there more reports in the current 3.8.x version?  Or is it still 
something people are doing on their own?  I think I've heard people using 
Crystal Reports, but I'm not too familiar with it.  I'm trying to determine if 
upgrading would get me the reports I needed or if developing (or having someone 
else develop) reports is the way I should be going.
 
Any input is appreciated.
 
Thanks,
Jared
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[rt-users] RT emails - Being sent from "RT" not "Some User via RT" anymore

[Jared Hanks]

Hey,
 
We recently upgraded from Exchange 2003 to Exchange 2007.  After we did the 
upgrade we noticed that responses to tickets are getting sent from "RT" instead 
of "Some User via RT."  It worked perfectly fine in Exchange 2003, but Exchange 
2007 changed something.  It's basically this:
 
User1 (Ticket owner)
User2 (Ticket requester)
 
User2 replies to the ticket.  User1 gets an email with correspondence from 
User2 that comes from "RT" instead of "User2 via RT".
 
I don't think anything was changed in the config for RT, so I would think it 
would be some sort of Exchange thing, but I'm not too certain.  Anyone else ran 
into this issue before?  Some setting that needs to get changed?
 
Any help is appreciated.
 
Thanks,
Jared
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[rt-users] Modify "Login" page, is it index.html?

[Jared Hanks]

Hello,
 
I'm trying to modify the RT "Login" page to add a few extra links (for going to 
our custom support ticket page, and a few others) and I'm not quite sure if I'm 
modifying the correct thing.  I know anything that I want to change needs to be 
in the local/html, not share/html, directory.  To add a few links above the 
"Login" section, do I just edit index.html, or is it another page I need to 
modify?  I don't know HTML that well so I have Dreamweaver and CoffeeCup HTML 
editors.  I tried looking around the internet and the wiki and couldn't find 
what I needed to do to add the links.
 
Thanks,Jared
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Re: [rt-users] Question about having a "splash" page?

[Jared Hanks]

Ok, maybe the splash page is going to be a little more difficult than I 
thought.  
 
What about modifying the index.html code to add links above the "Login" 
section.  Would that be ok, or is it not advisable?  What line should I put the 
html code above, or should I be putting the code somewhere else other than the 
index.html page?  I don't know much HTML, only a little bit so I'm not quite 
sure where it needs to go.  I know that if I were to upgrade I would probably 
need to modify the code again, which is fine.
 
Thanks again.



> Date: Wed, 23 Apr 2008 08:55:10 -0400> From: [EMAIL PROTECTED]> To: [EMAIL 
> PROTECTED]; rt-users@lists.bestpractical.com> Subject: Re: [rt-users] 
> Question about having a "splash" page?> > I am no guru but the directory 
> /opt/rt3/local/html is where you want to keep your local copies of RT files. 
> RT looks there first for files. At first glance it looks easy to just create 
> a new copy of the RT Index page under a new name in /opt/rt3/local/html and 
> then create your splash page named index.html. The problem comes into the 
> later pages where the link for "Home" is. This may cause some issues since it 
> will get sent back to your splash page. > > Or wouldn't it work to have a 
> link at http://rt.domain.com and then that redirects you to 
> https://rt.domain.com? I have seen this done with sites that host emails.> 
> >>> Jared Hanks <[EMAIL PROTECTED]> 4/22/2008 8:02 PM >>>> Hello,> > I'm 
> trying to create a "splash" page for RT. What I mean by splash page is 
> this... basically a page that has 2 links: one link to our custom web ticket 
> entry page, and one to actually log in to RT.> > We currently are using RT 
> 3.6.1 and have it's domain as https://rt.domain.com. For submitting a ticket 
> I would like the user to be able to go to https://rt.domain.com and click on 
> the link for submitting a ticket from the splash page. If they actually would 
> like to log in they would just click on the link from the splash page and get 
> to the RT login prompt.> > Any one know how to do this? I'm not sure if it's 
> something that I can do in httpd.conf or not. I tried it a little bit ago, 
> but didn't get it to work correctly. I don't know that much about the web 
> configuration stuff so that's why I'm asking the user list. I'm hoping 
> someone has done this before, or can at least point me in the right 
> direction.> > Any help is appreciated.> > Thanks,> Jared> 
> _> Back to 
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[rt-users] Question about having a "splash" page?

[Jared Hanks]

Hello,
 
I'm trying to create a "splash" page for RT.  What I mean by splash page is 
this... basically a page that has 2 links:  one link to our custom web ticket 
entry page, and one to actually log in to RT.
 
We currently are using RT 3.6.1 and have it's domain as https://rt.domain.com.  
For submitting a ticket I would like the user to be able to go to 
https://rt.domain.com and click on the link for submitting a ticket from the 
splash page.  If they actually would like to log in they would just click on 
the link from the splash page and get to the RT login prompt.
 
Any one know how to do this?  I'm not sure if it's something that I can do in 
httpd.conf or not.  I tried it a little bit ago, but didn't get it to work 
correctly.  I don't know that much about the web configuration stuff so that's 
why I'm asking the user list.  I'm hoping someone has done this before, or can 
at least point me in the right direction.
 
Any help is appreciated.
 
Thanks,
Jared
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Re: [rt-users] Attachments aren't attaching

[Jared Hanks]

Thanks for the info.  It was actually in the MySql conf file (/etc/my.cnf).  I 
added the following line under the [mysqld] section:
 
max_allowed_packet=10M
 
I was then able to attach a message > 1MB.
 



> Date: Wed, 30 Jan 2008 18:38:10 +> From: [EMAIL PROTECTED]> To: [EMAIL 
> PROTECTED]> CC: rt-users@lists.bestpractical.com> Subject: Re: [rt-users] 
> Attachments aren't attaching> > It's worth checking your apache config.> --> 
> Kind Regards,> > ___> > Mike 
> Peachey, IT> Tel: +44 (0) 114 281 2655> Fax: +44 (0) 114 281 2951> Jennic 
> Ltd, Furnival Street, Sheffield, S1 4QT, UK> http://www.jennic.com> 
> Confidential> ___> > Jared 
> Hanks wrote:> > Hello,> > > > I'm having some issues trying to attach a .doc 
> attachment that is 4MB. > > I have the following set in my RT Config:> > > > 
> RT::VERSION 3.6.1> > RT::MaxAttachmentSize 1000> > > > The above setting 
> is 10MB, so I'm not quite sure why it would not be > > allowed to attach. Is 
> there another place I need to check for > > attachment size?> > > > Any help 
> is greatly appreciated.> > > > Thanks,> > Jared> > > > > > > > 
> > > 
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[rt-users] Attachments aren't attaching

[Jared Hanks]

Hello,
 
I'm having some issues trying to attach a .doc attachment that is 4MB.  I have 
the following set in my RT Config:
 
RT::VERSION 3.6.1
RT::MaxAttachmentSize 1000
 
The above setting is 10MB, so I'm not quite sure why it would not be allowed to 
attach.  Is there another place I need to check for attachment size?
 
Any help is greatly appreciated.
 
Thanks,
Jared
 

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RE: [rt-users] Setting RefersTo links

[Jared Hanks]

Thanks.  I was able to figure it out.  I used the following:
 
if( $content =~ m/^\QRefersTo:\E\s*(\S+)\s*$/m ) {  
$self->TicketObj->AddLink(Type=> 'RefersTo', Target=> $1 );}



> Date: Fri, 11 May 2007 15:42:06 -0400> To: rt-users@lists.bestpractical.com> 
> From: [EMAIL PROTECTED]> Subject: Re: [rt-users] Setting RefersTo links> > At 
> Friday 5/11/2007 03:22 PM, Jared Hanks wrote:> >Hello,> >> >I'm trying to set 
> the RefersTo link to another ticket while creating > >it, but am not having 
> any success.> >> >I have the following in Custom action cleanup code:> >> 
> >1;> >my $AttachObj = $self->TransactionObj->Attachments->First;> ># go out 
> if content is not text!> >unless( $AttachObj->ContentType =~ /^text/ ) {> > 
> return 1;> >}> >my $content = $AttachObj->Content;> >if( $content =~ 
> m/^\RefersTo:\E\s*(\S+)\s*$/m ) {> > $self->TicketObj->RefersTo( $1 );> >}> 
> >> >if( $content =~ m/^\QSet-Status:\E\s*(\S+)\s*$/m ) {> > 
> $self->TicketObj->SetStatus( $1 );> >}> >> >I'm able to set the status but 
> not the Refers to link. Any help is > >appreciated.> >> >Thanks,> >Jared> > 
> Jared,> > $self->TicketObj->RefersTo will return the link information for the 
> > ticket. To set links, you should use AddLink (see Ticket API).> > Steve > > 
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[rt-users] Setting RefersTo links

[Jared Hanks]

Hello,
 
I'm trying to set the RefersTo link to another ticket while creating it, but am 
not having any success.  
 
I have the following in Custom action cleanup code:
 
1;
my $AttachObj = $self->TransactionObj->Attachments->First;# go out if content 
is not text!unless( $AttachObj->ContentType =~ /^text/ ) {
 return 1;}
my $content = $AttachObj->Content;
if( $content =~ m/^\RefersTo:\E\s*(\S+)\s*$/m ) {
  $self->TicketObj->RefersTo( $1 );}
 
if( $content =~ m/^\QSet-Status:\E\s*(\S+)\s*$/m ) {
  $self->TicketObj->SetStatus( $1 );}
 
I'm able to set the status but not the Refers to link.  Any help is appreciated.
Thanks,
Jared
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RE: [rt-users] LoadSavedSearches right and Customize RT at a glance "Available" queries

[Jared Hanks]

I ended up putting my self in both groups and creating/saving the searches in 
each queue.  I just thought there might be something I could do with the rights.

> Date: Mon, 2 Apr 2007 10:10:46 -0700> From: [EMAIL PROTECTED]> To: [EMAIL 
> PROTECTED]> CC: rt-users@lists.bestpractical.com> Subject: Re: [rt-users] 
> LoadSavedSearches right and Customize RT at a glance "Available" queries> > 
> Jared,> > > Is there someone that exists in both groups? If so, that person 
> could > save the search from one Queue as a personal search and then get into 
> > the other Queue for the other group and load that personnaly saved > search 
> and save it again under a different title as a Queue saved > search? Try 
> that.> > > Kenn> LBNL> > Jared Hanks wrote:> > Hello,> > > > I'm apart of 
> Group1 and have saved a search. I want users in Group2 to > > be able to load 
> this saved search and add it to their "Customize RT at a > > glance", but I'm 
> unable to get it to work. Users can't see the Group1's > > saved searches in 
> the search builder and aren't able to see them in the > > "Available" column 
> in Customize RT at a glance.> > > > I have the CreateSavedSearch, > > 
> EditSavedSearches,LoadSavedSearch,ShowSavedSearches rights granted to > > 
> privileged users, so shouldn't I just need to go to Group1 and grant > > 
> Group2 the ShowSavedSearch right? This seems like this should do it, > > but 
> it doesn't.> > > > Any help is appreciated.> > > > Thanks,> > Jared> > > > 
> > > 
> Live Search Maps – find all the local information you need, right when > > 
> you need it. Find it! <http://maps.live.com/?icid=wlmtag2&FORM=MGAC01>> > > > 
> > > > 
> > > > ___> > 
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[rt-users] LoadSavedSearches right and Customize RT at a glance "Available" queries

[Jared Hanks]

Hello,
 
I'm apart of Group1 and have saved a search.  I want users in Group2 to be able 
to load this saved search and add it to their "Customize RT at a glance", but 
I'm unable to get it to work.  Users can't see the Group1's saved searches in 
the search builder and aren't able to see them in the "Available" column in 
Customize RT at a glance.
 
I have the CreateSavedSearch, 
EditSavedSearches,LoadSavedSearch,ShowSavedSearches rights granted to 
privileged users, so shouldn't I just need to go to Group1 and grant Group2 the 
ShowSavedSearch right?  This seems like this should do it, but it doesn't.Any 
help is appreciated.
 
Thanks,
Jared
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[rt-users] Reminder for past due tickets

[Jared Hanks]

Hello,
 
I have a queue that sets the Due Date of a ticket to 1 day after it is created. 
 There is no "Global" AdminCC for this queue, but AdminCC's are added on some 
tickets.  I would like to send 1 email to the Owners and AdminCC's on a ticket 
if the ticket hasn't been resolved/rejected by 1 day after the due date (i.e. a 
ticket is created today, the due date is set to tomorrow, the email reminder 
would be sent if the ticket hasn't been resolved/rejected by 2 days from 
today).  I found 
http://wiki.bestpractical.com/index.cgi?DueDateRemindersByEmail but this sends 
multiple emails.  I would like only 1 email to be sent to the AdminCC with a 
list of tickets that are past due and they are AdminCC's of.  Anyone already 
have this created, or have ideas on how to do this?  I don't know much Perl, 
which is why I'm emailing the user list.
 
Any help is appreciated.
 
Thanks,
Jared
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[rt-users] Sending one email when replying and resolving a ticket

[Jared Hanks]

Hello,
 
I have the template "On Resolve Notify Requestors with template Resolved" 
enabled to send when a ticket is resolved.  When a ticket it replied to and set 
to status resolve it sends 2 emails.  I would like it to only send one email.  
If a ticket it resolved, send the template Resolved.  If it is replied to and 
resolved send the correspondence, and add the template Resolved at the bottom 
of the correspondence.  I'm guessing this is possible to do with custom 
conditions, but am not sure how to do it.  Anyone have any suggestions, or have 
done something similar?
 
Any help is appreciated.
Thanks,
Jared
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RE: [rt-users] Statistics revisitation

[Jared Hanks]

I would like this too.
 
Thanks,
Jared
> > Hi Nick;> Can you also send me a copy of this ..> Regards;> Roy> > Mathew 
> > Snyder wrote:> > I would love to have a copy of this.> >> > Mathew> >> > 
> > Nick Metrowsky wrote:> > > >> Hi Everyone,> >>> >> Over the past year or 
> > so, I have made some customizations to> >> RTx::Statistics for our site 
> > use. Some of these changes include:> >>> >> 1. Some logic changes, because 
> > some of the calculations in the web> >> display did not match the 
> > spreadsheet (spreadsheet was correct).> >> 2. On the Tickets per day per 
> > Queue reports, I show columns for Created,> >> Resolved, Rejected, Stalled, 
> > Queue Depth and Time to Resolve. Queue> >> Depth shows how many tickets are 
> > open or new in a particular queue on> >> any given day in time. This change 
> > is in both the spreadsheet and the> >> web display.> >> 3. Based upon the 
> > Ticket per day Queue screen, I have written batch> >> reports which can 
> > generate text based reports for one or many queues for> >> any time period. 
> > I also have a script which can do the same thing to an> >> MS Excel or 
> > OpenOffice Calc spreadsheet.> >> 3. Not related to RTx::Statistics, but I 
> > also have taking the> >> rt-remind.pl script and used that for generating 
> > reports to our> >> technical teams. There were a few minor modifications, 
> > again for our> >> site.> >>> >> If anyone is interested in anything I have, 
> > I will be glad to send you a> >> copy. I know Kelly wanted to implement 
> > some of the items mentioned in> >> this e-mail, based upon an e-mail 
> > conversation we had a while back.> >>> >> Finally, RTx::Statistics does 
> > work with RT 3.6.3, but you have to change> >> the index.html file for 
> > Tickets per day per Queue (CallsQueueDay> >> directory) as for some reason 
> > it does not like /Elements/TitleBox, but> >> will work with 
> > /Elements/TitleBoxStart and /Elements/TitleBoxEnd. > >> Nick> >>> >> 
> > > 
> > >> -> >> Nick Metrowsky> >> Consulting System Administrator> >> 
> > 303-684-4785 Office> >> 303-684-4100 Fax> >> [EMAIL PROTECTED]> >> 
> > DigitalGlobe (r), An Imaging and Information Company> >> 
> > http://www.digitalglobe.com> >> 
> > > 
> > >> -> >> -Original Message-> >> From: [EMAIL PROTECTED]> >> 
> > [mailto:[EMAIL PROTECTED] On Behalf Of Kelly F.> >> Hickel> >> Sent: 
> > Wednesday, January 17, 2007 2:00 PM> >> To: Jason Fenner; Mathew Snyder> >> 
> > Cc: RT Users> >> Subject: RE: [rt-users] Statistics revisitation> >>> >> 
> > You could copy me as well. I haven't had time to get back to this,> >> 
> > although that might change a bit in the future. I'm also still open to> >> 
> > assistant maintainers (or someone who wants to take it over completely).> 
> > >>> >> I have a number of contributed changes pending, but haven't had any 
> > time> >> to look at them.> >>> >> > > 
> > ___> > 
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[rt-users] Order of Custom Fields in a Queue

[Jared Hanks]

Hello,
 
I'm not sure if this is possible or not, or if it is just a feature request, 
but is it possible to sort the order of custom fields in a queue to be set by a 
number?  I have a bunch of queues that I would like the custom fields sorted in 
a certain way, but right now the only way to sort the CF's is to "Move Up" or 
"Move Down" a custom field.   This wouldn't be so bad if I didn't have 15 
custom fields that I would like sorted, and I would like the order of these 
custom fields to be applied to certain queues.  
 
Is this possible to be in a future release, or can it be done in a current 
release?
 
Thanks,
Jared
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[rt-users] Rights for CustomFields / Adding list of "Applies to Queues" when creating a new custom field.

[Jared Hanks]

Hello,
 
I have been trying to figure out the best way for someone to 
create/modify/assign a custom field to a specific queue, but can't seem to 
figure out the correct rights to be able to do this.  I have a group of users 
that have access to 2 queues.  One queue they can only create, comment, and 
reply to a ticket.  The second queue they have the ability to "work" tickets 
(i.e. they can create/take/reply/comment/resolve/etc tickets in this queue).  I 
would like to be able to have a user create a new custom field for tickets in 
their "workable" queue, but not make any changes to any custom fields that 
aren't applicable to their "non-workable" queues.  Any one have any ideas on 
how to make this happen?  I can create custom fields for their "workable" queue 
and manually set the custom fields to have the correct rights in the "workable" 
queue, but I would rather them have the ability to create a custom field and 
assign it to their queue and be able to modify the custom field in their 
tickets.  I have the following permissions set up:
 
Global Group Rights:
 
AdminCustomFieldShowConfigTab
 
Group Rights for Queue:
 
AssignCustomFieldsCreateTicketModifyTicketOwnTicketSeeQueueShowACLShowOutgoingEmailShowTicketShowTicketCommentsStealTicketTakeTicket
 
These rights allow a user to create a custom field, but they can't see it once 
created, only people with the Global right SeeCustomField and ModifyCustomField 
can access these.  After the custom field is created I have to modify the 
custom field to have the SeeCustomField and ModifyCustomField for the group of 
users to modify the custom field.
 
Is there a way that when a custom field is created the "Applies to Queues" can 
show up in the new custom field form?  Is there a way to have a user have 
"admin" access to any custom field that "Applies to" their queue that they have 
ModifyTicket in?
 
Any help would be greatly appreciated.
 
Thanks,
Jared
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[rt-users] Rt3.6.1 "N" newest unowned tickets, returns wrong count and tickets not on one page

[Jared Hanks]

I have a group that only has access to certain queues.  In the "N" newest 
tickets on the homepage there are only 2 tickets listed, but when I select the 
link for "N" newest tickets it says it found 53 tickets and lists only 4 
tickets on the first page and 2 tickets on the next page, instead of returning 
6 tickets on the first page of the results. 
 
I thought that I might have seen someone post something on this, but am not 
able to find it.  Does anyone know why this is happening, is it a bug, is it 
going to be fixed in the next release?
 
Thanks,
Jared
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[rt-users] Rt3.6.1, Custom Field rights for certain field

[Jared Hanks]

I have RT3.6.1 installed and have a bunch of queues set up for use for our IT 
department for service request/issues/etc.  I would like for another department 
to have their own queue and be able to create/modify/assign custom fields and 
create/own/modify tickets for their queue, but I don't want them to be able to 
modify/assign any custom field that doesn't apply to them, or apply their own 
custom field to a queue that they don't have access to modify a ticket.  
 
Each group has access to 2 queues:
 
A queue for technology related issues (has CreateTicket, ReplyToTicket, 
SeeQueue, and ShowTicket)
A new queue for department related issues (has CreateTicket, ModifyTicket, 
OwnTicket,  SeeQueue, ShowOutgoingEmail, ShowTicket, ShowTicketComments, 
StealTicket, TakeTicket)
 
I would basically like a department to be able to do a lot of admin related 
things, but don't want them to be able to see/modify the other queue that they 
only have (has CreateTicket, ReplyToTicket, SeeQueue, and ShowTicket).  Does 
anyone have any ideas about how I can go about doing this?  Anyone done 
something similar?
 
Any ideas would be greatly appreciated.
 
Thanks,
Jared
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RE: [rt-users] Calendar view of tickets?

[Jared Hanks]

I had the same problem, it was only displaying tickets with that have a Due 
date.  I changed Calendar and SelectCalendar.html to search for Created, not 
Due, and it display the tickets the way I wanted.


Date: Wed, 6 Dec 2006 17:12:30 +0100From: [EMAIL PROTECTED]: [EMAIL PROTECTED]: 
Re: [rt-users] Calendar view of tickets?CC: [EMAIL PROTECTED], no..
2006/12/6, Jim Brandt <[EMAIL PROTECTED]>:
When I run it, for the month I pick, it shows links with the ticketsubject in 
the day indicated by the due date on the ticket. Do yourtickets have due 
dates?Torsten Brumm wrote:> Hi Jim,> > OK, now it works. But it renders only a 
calender, nothing elsei have> changed the SelectCalendar.html Values from 
your ACS Queues to the ones> i have but nothing happens...how does your result 
looks like??? >> Torsten>> 2006/12/6, Jim Brandt <[EMAIL PROTECTED] 
>:>> Torsten, >> I used the following modules 
that you'll need to install from CPAN:>> * HTML::CalendarMonth (I think 
this has some dependencies like> HTML::Element, etc. Just follow them and 
install all dependencies.) >> * Date::Calc>> Also, I should mention I 
got this working on 3.6.1. I think it could> work in 3.4.5, but the Tools 
menu is different so you'd need to make> some changes. >> Let me know 
if I left anything else out.>> Jim>>> Torsten Brumm wrote:>  > Hi 
Jim,>  >>  > sounds good to me a Calendar per Queue base, tried yours 
but got the >  > following error:>  >>  > Error during compilation 
of> /opt/rt36/local/html/Tools/Calendar/Calendar:>  > Can't locate 
HTML/CalendarMonth.pm in @INC (@INC contains: >  > /opt/rt36/local/lib 
/opt/rt36/lib>  > /usr/lib/perl5/site_perl/5.8.6/i386-linux-thread-multi>   
   > /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi>  > 
/usr/lib/perl5/site_perl/5.8.4/i386-linux-thread-multi >  > 
/usr/lib/perl5/site_perl/5.8.3/i386-linux-thread-multi>  > 
/usr/lib/perl5/site_perl/5.8.6 /usr/lib/perl5/site_perl/5.8.5>  > 
/usr/lib/perl5/site_perl/5.8.4 /usr/lib/perl5/site_perl/5.8.3 >  > 
/usr/lib/perl5/site_perl>  > 
/usr/lib/perl5/vendor_perl/5.8.6/i386-linux-thread-multi>  > 
/usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi>  > 
/usr/lib/perl5/vendor_perl/5.8.4/i386-linux-thread-multi >  > 
/usr/lib/perl5/vendor_perl/5.8.3/i386-linux-thread-multi>  > 
/usr/lib/perl5/vendor_perl/5.8.6 /usr/lib/perl5/vendor_perl/5.8.5>  > 
/usr/lib/perl5/vendor_perl/5.8.4 /usr/lib/perl5/vendor_perl/5.8.3 >  > 
/usr/lib/perl5/vendor_perl> /usr/lib/perl5/5.8.6/i386-linux-thread-multi>   
   > /usr/lib/perl5/5.8.6 .) at> 
/opt/rt36/local/html/Tools/Calendar/Calendar>  > line 9,  line 40. > 
 > BEGIN failed--compilation aborted at>  > 
/opt/rt36/local/html/Tools/Calendar/Calendar line 9,  line> 40.> 
 >>  >>  > I think there are some missing files?!? >  >>  > 
Thanks>  >>  > Torsten>  >>  > 2006/12/5, Jim Brandt <[EMAIL 
PROTECTED]>   
>>:>  >>  > Mark,>  >>  > I 
have a rough prototype of something like this working on> our dev>  >   
  machine. In my case, I was playing around with creating a > maintenance>  
> calendar that would allow us to track system changes in RT.> My 
thought>  > was to have a few designated queues set up as the 
maintenance> queues. >  > You'll see these hard-coded in the 
example. My thought was to> make them>  > a config option 
eventually.>  >>  > I installed the attached code under 
/opt/rt3/share/html/Tools > so my>  > Tools page has a menu with 
Offline, Reports, and Calendar.>  >>  > It's a bit ugly, but it 
works. Hope it helps.>  >>  > Jim >  >>  > Roedel, Mark 
wrote:>  >  > It occurred to me last night that it'd be useful 
sometimes> to have a>  >  > calendar display with ticket on it 
according to their due >  > dates.  Before>  >  > I start 
hacking on something myself, is that something> that anybody's>  >  
> already attempted?>  >  > >  >  > -->  >  > Mark 
Roedel>  >  > Senior Programmer / Analyst>  >  > LeTourneau 
University>  >  > Longview, Texas  USA >  >  > 
___>  >  >> 
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >  >  
>>  >  > Community help: http://wiki.bestpractical.com>  >  > 
Commercial support: [EMAIL PROTECTED]> >  >   
  >>  >  >>  >  
>>  >  > Discover RT's hidden secrets with RT Essentials from > 
O'Reilly Media.>  >  > Buy a copy at http://rtbook.bestprac

[rt-users] Merge Ticket problem in 3.4.3 and 3.6.1, possible bug???

[Jared Hanks]

Hello,
 
I just did a fresh install of RT 3.6.1 and merge tickets isn't working 
correctly.  
 
I created 2 queues (Queue1 and Queue2) and 2 Groups (Group1 and Group2).  I 
granted the following permissions to Group1 on Queue1, and Group2 on Queue2.
 
 AdminQueue AssignCustomFields CommentOnTicket CreateTicket DeleteTicket 
ModifyACL ModifyQueueWatchers ModifyScrips ModifyTemplate ModifyTicket 
OwnTicket ReplyToTicket SeeQueue ShowACL ShowOutgoingEmail ShowScrips 
ShowTemplate ShowTicket ShowTicketComments StealTicket 
TakeTicketWatchWatchAsAdminCc
 
I then created a user for each group (user 1 member of Group1, and user2 member 
of Group2).  I then used the users to create a ticket (Ticket1, Ticket2) in 
their respective queues.  I then tried to merge Ticket1 into Ticket2, and was 
hoping to get a "Permission Denied" since User1 doesn't have access to tickets 
in Queue2.  BUT, I was wrongI received "Merge Successful".  Why would I be 
able to merge a ticket from one queue to another if I don't have access to the 
ticket in the other queue?
I first ran into this problem a little while ago after I upgraded from 3.4.3 to 
3.6.1 and thought it might just been something that "broke" during the upgrade. 
 The fresh install didn't work, so I tested it on my 3.4.3 system, but same 
thing happened...Merge Successful.
 
I then tried to use the other links "Refers to, Refers to by, Parent, Child, 
etc." and NONE of these would allow me to link to a ticket I didn't have access 
to view.  Why would I be able to merge a ticket into another ticket I don't 
have access to (thus making it so I can't see the ticket I merged from), but I 
couldn't just link a ticket?  This, to me, seems like a big deal and a bug in 
RT.  You should not be able to merge a ticket into another ticket unless I have 
the appropriate privileges to do so.  What permissions do users need to be able 
to merge tickets?  I thought users must have ModifyTicket rights on both 
tickets to be able to merge.
 
Has anyone had issues with this?  Anyone found a work around? 
 
Thanks,
Jared
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[rt-users] Rt3.6.1 SearchBuilder - Listing "Unlimited" results, order by CF problems

[Jared Hanks]

Hello,
 
I am on rt3.6.1 and am having a problem with the SearchBuilder returning "Unlimited" results. Instead it is only returning 50.  I have set the "Rows per page" to "Unlimited" and clicked "Add and Search" but it only returns 50 results per page.  Anyone else having issues with this?
 
Also, I am having a problem with using the "Order by" function with custom fields.  I have set the search to order by a particular custom field, but it isn't sorting the results correctly.  Anyone have any ideas on this?
 
Any help is appreciated.
 
Thanks,
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RE: [rt-users] Setting Due date and Subject off of another ticket

[Jared Hanks]

I figured out how to set the Subject.  I changed:
 
my $TicketId = $TicketObjItem->Create(Queue => $count, Type => "Ticket", RefersTo => $self->TicketObj->Id);$TicketObjItem->SetSubject("Delete $self->TicketObj->Subject");
 
to:
 
my $subject = $self->TicketObj->Subject;
my $TicketId = $TicketObjItem->Create(Queue => $count, Type => "Ticket", Subject => "Delete $subject", RefersTo => $self->TicketObj->Id);
 
I'm still unable to set the Due date.  I did remember that I have a scrip that also runs when a new ticket gets created.  It is:
 
Custom action preparation code:
 
return 1;
 
--
 
Custom action clean up code:
 
1;
my $AttachObj = $self->TransactionObj->Attachments->First;# go out if content is not text!unless( $AttachObj->ContentType =~ /^text/ ){return 1;}
my $content = $AttachObj->Content;if($self->TicketObj->Subject =~/TemporaryAccess/i){my $tickID = $self->TicketObj->Id+1;$tickID->TicketObj->SetDue(Format=>"ISO", Value=>$1);}if( $content =~ m/^\QSet-Starts:\E\s*(\S+)\s*$/m ){$self->TicketObj->SetStarts( $1 );}if( $content =~ m/^\QSet-Due:\E\s*(\S+)\s*$/m ){$self->TicketObj->SetDue(Format=>"ISO", Value=>$1);}if( $content =~ m/^\QSet-Owner:\E\s*(\S+)\s*$/m ){$self->TicketObj->SetOwner( $1 );}if( $content =~ m/^\QSet-Status:\E\s*(\S+)\s*$/m ){$self->TicketObj->SetStatus( $1 );}if( $content =~ m/^\QSet-Time-Worked:\E\s*(\S+)\s*$/m ){$self->TicketObj->SetTimeWorked( $1);}
# strip special commands from email content#$content =~ s/^\QSet-Starts:\E\s*(\S+)\s*$//gm;#$content =~ s/^\QSet-Due:\E\s*(\S+)\s*$//gm;$content =~ s/^\QSet-Status:\E\s*(\S+)\s*$//gm;$content =~ s/^\QSet-Owner:\E\s*(\S+)\s*$//gm;$content =~ s/^\QSet-Time-Worked:\E\s*(\S+)\s*$//gm;
# silently overwrite attachment content$AttachObj->__Set( Field => 'Content', Value => $content );
1;
-
 
Any help is greatly appreciated.
 
Thanks,
Jared




From: [EMAIL PROTECTED]To: rt-users@lists.bestpractical.comDate: Mon, 6 Nov 2006 18:55:36 -0800Subject: [rt-users] Setting Due date and Subject off of another ticket


Hello, I am trying to set the date, and subject, of a ticket off of another ticket.  When a ticket is created with the subject like "TemporaryAccess" another ticket is created and linked to the first ticket.  I would like to set the Due date in Ticket2, based upon the due date of Ticket1. I have the following in my scrip Custom action preparation code:  return 1;-Custom action cleanup code: my $vari = $self->TicketObj->RequestorAddresses;my $UserObj = RT::User->new(RT::CurrentUser->new($RT::SystemUser));my ($id, $worked) = $UserObj->LoadOrCreateByEmail($vari);my $mygroup = $UserObj->OwnGroups;my $nextgroup = $mygroup->Next();my $count = $nextgroup->Name;my ($status, $msg) = $self->TicketObj->SetQueue($count);if($self->TicketObj->Subject =~/TemporaryAccess/i){my $TicketObjItem = RT::Ticket->new(RT::CurrentUser->new($RT::SystemUser));my $TicketId = $TicketObjItem->Create(Queue => $count, Type => "Ticket", RefersTo => $self->TicketObj->Id);$TicketObjItem->SetSubject("Delete $self->TicketObj->Subject");$TicketObjItem->AddCustomFieldValue( Field => '40', Value => "Access", RecordTransaction => 1 );unless( $status ) {$RT::Logger->warning( "Couldn't set Access as value for CF TicketType". $msg );return undef;}$TicketObjItem->AddCustomFieldValue( Field => '41', Value => "Separation", RecordTransaction => 1 );unless( $status ){$RT::Logger->warning( "Couldn't set Separation as value for CF AccessManagementType". $msg );return undef;}$TicketObjItem->SetDue(Format => "Date", Value => $self->TicketObj->Due);} - Ticket1 is sent in via email with Set-Due: so Ticket1's Due is pulled from the email. It looks like the Due date is trying to be set, but doesn't actually set it.  Ticket1 says: 




#   
Mon Nov 06 18:24:55 2006
RT_System - Due changed from Not set to Not set 

 






#   
Mon Nov 06 18:24:55 2006
RT_System - Due changed from Thu Nov 09 16:00:00 2006 to Not set and Ticket2 says: #   Mon Nov 06 18:24:54 2006 RT_System - Due changed from Not set to Not set    So it looks like Due is getting set on Ticket2 before Due is set on Ticket1???  Anyone have any ideas?  Should I be doing this differently? Also, the subject of Ticket2 ends up coming out like "Delete RT::Action::UserDefined=HASH(0xb57baa8)->TicketObj->Subject".  Any ideas on this either? Any help is greatly appreciated. Thanks,Jared 

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[rt-users] Setting Due date and Subject off of another ticket

[Jared Hanks]

Hello,
 
I am trying to set the date, and subject, of a ticket off of another ticket.  When a ticket is created with the subject like "TemporaryAccess" another ticket is created and linked to the first ticket.  I would like to set the Due date in Ticket2, based upon the due date of Ticket1.
 
I have the following in my scrip
 
Custom action preparation code:  return 1;
-
Custom action cleanup code:
 
my $vari = $self->TicketObj->RequestorAddresses;my $UserObj = RT::User->new(RT::CurrentUser->new($RT::SystemUser));my ($id, $worked) = $UserObj->LoadOrCreateByEmail($vari);my $mygroup = $UserObj->OwnGroups;my $nextgroup = $mygroup->Next();my $count = $nextgroup->Name;my ($status, $msg) = $self->TicketObj->SetQueue($count);
if($self->TicketObj->Subject =~/TemporaryAccess/i){my $TicketObjItem = RT::Ticket->new(RT::CurrentUser->new($RT::SystemUser));my $TicketId = $TicketObjItem->Create(Queue => $count, Type => "Ticket", RefersTo => $self->TicketObj->Id);$TicketObjItem->SetSubject("Delete $self->TicketObj->Subject");
$TicketObjItem->AddCustomFieldValue( Field => '40', Value => "Access", RecordTransaction => 1 );unless( $status ) {$RT::Logger->warning( "Couldn't set Access as value for CF TicketType". $msg );return undef;}$TicketObjItem->AddCustomFieldValue( Field => '41', Value => "Separation", RecordTransaction => 1 );unless( $status ){$RT::Logger->warning( "Couldn't set Separation as value for CF AccessManagementType". $msg );return undef;}$TicketObjItem->SetDue(Format => "Date", Value => $self->TicketObj->Due);}
 
-
 
Ticket1 is sent in via email with Set-Due: so Ticket1's Due is pulled from the email.
 
It looks like the Due date is trying to be set, but doesn't actually set it.  Ticket1 says:
 




#   
Mon Nov 06 18:24:55 2006
RT_System - Due changed from Not set to Not set 

 






#   
Mon Nov 06 18:24:55 2006
RT_System - Due changed from Thu Nov 09 16:00:00 2006 to Not set
 
and Ticket2 says:
 
#   Mon Nov 06 18:24:54 2006 RT_System - Due changed from Not set to Not set   
 
So it looks like Due is getting set on Ticket2 before Due is set on Ticket1???  Anyone have any ideas?  Should I be doing this differently?
 
Also, the subject of Ticket2 ends up coming out like "Delete RT::Action::UserDefined=HASH(0xb57baa8)->TicketObj->Subject".  Any ideas on this either?
 
Any help is greatly appreciated.
 
Thanks,
Jared
 
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[rt-users] Merge Ticket Rights

[Jared Hanks]

Hello,
I am using rt 3.6.1 and have a problem with merging tickets, or more like, tickets are merging but shouldn't be.  
 
Example
 
User has ModifyTicket right for Queue1, but not Queue2.  User can merge a ticket from Queue1 into a ticket that is in Queue2.  I thought in order to merge a ticket a User must have ModifyTicket permissions for both tickets.  Isn't this correct?
 
Once the ticket has been merged into Queue2, the User doesn't have access to the ticket (this is correct since User doesn't have any access to tickets in Queue2).
 
Any ideas on why these tickets would be allowed to merge if a User doesn't have ModifyTicket rights on both tickets?
 
Thanks,
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RE: [rt-users] Merge Ticket Rights

[Jared Hanks]

Hello,

I am having an issue with merging tickets.  I have a group set up that has 
permissions to ModifyTickets in Queue1, but not in Queue2.  If I have a 
ticket in Queue1 I can merge into a ticket that is in Queue2.  My 
understanding is you have to have ModifyTicket permissions for both 
tickets.  In this case I only have modify ticket permissions on 1 ticket, 
but it still allows the ticket to merge.


Also I am on rt 3.6.1.


Any ideas?

Thanks,
Jared


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[rt-users] Merge Ticket Rights

[Jared Hanks]

Hello,

I am having an issue with merging tickets.  I have a group set up that has 
permissions to ModifyTickets in Queue1, but not in Queue2.  If I have a 
ticket in Queue1 I can merge into a ticket that is in Queue2.  My 
understanding is you have to have ModifyTicket permissions for both tickets. 
 In this case I only have modify ticket permissions on 1 ticket, but it 
still allows the ticket to merge.


Any ideas?

Thanks,
Jared

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[rt-users] Rights to edit RT at a Glance

[Jared Hanks]

What rights need to be granted to allow a user to edit the "RT at a Glance" 
page?  I am not seeing the "Edit" link on the Home page.


Thanks,
Jared

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Re: [rt-users] RT at a Glance 3.6.1, customizing the "Available" list

[Jared Hanks]

Thanks Torsten.  I took the following from RT_Config.pm :

Set($HomepageComponents, [qw(QuickCreate Quicksearch MyAdminQueues 
MySupportQueues MyReminders  RefreshHomepage)]);


And removed the QuickCreate from the list and put it in RT_SiteConfig.pm and 
everything is working.





From: "Torsten Brumm" <[EMAIL PROTECTED]>
To: "Jared Hanks" <[EMAIL PROTECTED]>
CC: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] RT at a Glance 3.6.1, customizing the "Available" 
list

Date: Fri, 29 Sep 2006 09:09:36 +0200

Hi Jared,

the available fields are defined inside the RT_SiteConfig.pm, there you can
add or remove fields.

Torsten

2006/9/28, Jared Hanks <[EMAIL PROTECTED]>:


I would like to remove the "QuickCreate" option from the "Available" list
box in /Prefs/MyRT.html in RT 3.6.1.  I don't want any user to have the
ability to use the QuickCreate function.  Is there a way to edit that list
(in the database, or some file)?

Any help is appreciated.

Thanks,
Jared

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RE: [rt-users] Asset Tracker help?

[Jared Hanks]

In the README for AT it has the following line:

$ ./configure --with-rt-home=/opt/rt3 --with-rt-local=/opt/rt3 
--with-rt-localhtml=/opt/rt3/share/html --with-db-admin=root


Did you perhaps not put the correct paths for each of the options???

I have my RT install in /var/opt/rt3.4.3/ and used the following for my AT 
install:


./configure --with-rt-home=/var/opt/rt3.4.3 --with-rt-local=/var/opt/rt3.4.3 
--with-rt-localhtml=/var/opt/rt3.4.3/share/html --with-db-admin=root 
--with-db-database=rt_test --with-db-rt-pass=password


I didn't have any problems with installing once I used the correct options 
with configure.


Hopefully this helps.



From: "Maciak, TJ" <[EMAIL PROTECTED]>
To: rt-users 
Subject: [rt-users] Asset Tracker help?
Date: Fri, 6 Oct 2006 10:53:11 -0400

Anyone out there install Asset Tracker for their RT installation?



The AT wiki doesn’t help very much and although we were able to

Get the AT installed, it is under local directory and not accessible

To the general RT screen.  My apache logs state:



[Fri Oct 06 10:38:07 2006] [error] [Mason] File does not exist:
/opt/rt3/share/html/AssetTracker



Which makes sense since AT is located at
/opt/rt3/local/html/AssetTracker



Anyway, does anybody know how I tell RT to look at the local version of
this instead of trying to

Think that its in the original version path of RT?



Any help is appreciated!



Thanks,



T.J. Maciak



Internet/Intranet Developer
Department of IT
City of Grand Rapids
P: (616)456-3713

F: (616)456-3448










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[rt-users] 3.6.1 Search - highest priority tickets for my department

[Jared Hanks]

I upgraded from 3.4.3 to 3.6.1 and found the way the Homepage searches are 
done are is different between the two versions.  In 3.4.3 I had a custom 
search for "Highest priority tickets in my department".  In 3.4.3 I created 
a local/html/Elements/MyGroupTickets with the following:

--
<&|/Elements/TitleBox,
   title => loc('[_1] highest priority tickets in my department', 
$rows),

   title_href => "Search/Results.html".$QueryString &>
<& /Elements/TicketList,
   Format => "'href=\"$RT::WebPath/Ticket/Display.html?id=__id__\">__id__/TITLE:#', 'href=\"$RT::WebPath/Ticket/Display.html?id=__id__\">__Subject__/TITLE:Subject', 
Priority, QueueName, ExtendedStatus, LastUpdated",


   Query => $Query,
   OrderBy => 'Priority',
   Order => 'DESC',
   Rows => $rows,
   ShowNavigation => 0
   &>

<%init>
my $rows = $RT::MyTicketsLength;

my $UserObjId = $session{'CurrentUser'}->Id;
my $UserObj = RT::User->new(RT::CurrentUser->new($RT::SystemUser));
my $UserLoaded = $UserObj->Load($UserObjId);
my $MyGroupObj = $UserObj->OwnGroups;
my $MyFirstGroupObj = $MyGroupObj->Next;
my $MyFirstGroupObjId = $MyFirstGroupObj->Id;
my $MyFirstGroupObjName = $MyFirstGroupObj->Name;
my $Query = " Queue = '$MyFirstGroupObjName' AND ( Status = 'new' OR Status 
= 'open' OR Status = 'stalled')";


my $QueryString = "";
$QueryString = '?' . $m->comp('/Elements/QueryString',
 Query => $Query,
 Order => 'DESC',
 OrderBy => 'Priority') if ($Query);


-
and in share/html/index.html I have the following snippet:

...
<& /Elements/ListActions, actions => [EMAIL PROTECTED] &>



<& /Elements/MyTickets &>

<& /Elements/MyRequests &>

<& /Elements/MyGroupTickets &>


<& /Elements/Quicksearch &>



<%init>
...

In 3.6.1, I've done the same as I did in 3.4.3, except instead of putting <& 
/Elements/MyGroupTickets &> in index.html I put it in Elements/MyRT to look 
like this...






% for my $portlet (@{$portlets->{body}}) {
<% _show($portlet) %>

% }

%#GAH!
<& /Elements/MyGroupTickets &>



% for my $portlet (@{$portlets->{summary}}) {
<% _show($portlet) %>

% }





<%INIT>
---
 I am able to get the query title to show up on the homepage, but the 
actual query itself doesn't show up.  I am able to click on the link and the 
query will show up on the next page (like a normal search built through the 
Search Builder).


How can I get my MyGroupTickets query to show up on the Homepage for 
everyone?


Any help is greatly appreciated.

Thanks,
Jared

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Re: [rt-users] Links broke between 3.4.3 to 3.6.1 upgrade

[Jared Hanks]

Hey Ruslan,

The $rtname is the same.  I made a change to $Organization though.  I 
checked out the Links table and noticed that all the "new" links had the 
"new" $Organization and all the "old" links had the "old" $Organization.  I 
dumped the Links table to a file, did a find and replace to make the new 
tickets to look like the old tickets, changed the $Organization back to the 
"old" name and loaded it back into Links.  This fixed my issue.  I didn't 
realize changing the $Organization would effect existing tickets like that.  
Is there any other Tables that have $Organization that I would want to 
change?


Thanks for your help.

Jared



From: "Ruslan Zakirov" <[EMAIL PROTECTED]>
To: "Jared Hanks" <[EMAIL PROTECTED]>
CC: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Links broke between 3.4.3 to 3.6.1 upgrade
Date: Wed, 4 Oct 2006 01:26:00 +0400

1) have you changed $rtname?
2) could you connect to the DB with a client and check what's the
difference between old links and new?

On 10/4/06, Jared Hanks <[EMAIL PROTECTED]> wrote:

I recently upgraded from 3.4.3 to 3.6.1 and noticed the links "broke" in
pre-existing tickets.  Tickets which had "Depends on" and "Depends on by"
links before the upgrade no longer have any links.  I have a scrip that 
runs

to create "Depends on" links between tickets.  This scrip still works and
all new tickets created with this scrip have the correct links associated
with the tickets, but all the pre-existing tickets with links no longer 
have

them.

Has anyone else had this problem?  Did I do something wrong in the 
upgrade?


Thanks,
Jared

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[rt-users] Links broke between 3.4.3 to 3.6.1 upgrade

[Jared Hanks]

I recently upgraded from 3.4.3 to 3.6.1 and noticed the links "broke" in 
pre-existing tickets.  Tickets which had "Depends on" and "Depends on by" 
links before the upgrade no longer have any links.  I have a scrip that runs 
to create "Depends on" links between tickets.  This scrip still works and 
all new tickets created with this scrip have the correct links associated 
with the tickets, but all the pre-existing tickets with links no longer have 
them.


Has anyone else had this problem?  Did I do something wrong in the upgrade?

Thanks,
Jared

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RE: [rt-users] RT 3.6.1 - manipulating "n" highest priority ownedtickets/newest tickets querie

[Jared Hanks]

Nevermind.  I'm just a moron.  I didn't see the "Edit" link by the title of 
the search subject.  I was able to easily change the search to what I needed 
it to be.


Thanks.



From: "Jared Hanks" <[EMAIL PROTECTED]>
To: rt-users@lists.bestpractical.com
Subject: [rt-users] RT 3.6.1 - manipulating "n" highest priority 
ownedtickets/newest tickets querie

Date: Sun, 01 Oct 2006 13:03:41 -0700

I recently updgraded to RT 3.6.1 from 3.4.3.  I am having a bit of trouble 
getting the 3.6.1 to look the way 3.4.3 does for the homepage.  I have 
created custom statuses, but on the "Home page" the queries for "'highest 
priority tickets I own" and "newest unowned tickets" don't have these 
custom statuses.  How can I change this so the queries will show the custom 
statuses and not just new/open/stalled?


Also, I have a query to return the top 'n' tickets in my department and 
would like to add it to the home page.  I have put this query in 
Elements/MyRT but the query doesn't show up, only the title of the query.  
I am able to click on the title of the query and have it return the results 
i want, but I would like the query to show up on the Home page like the 
"Highest priority tickets" and "newest unowned" queries.


Any help is greatly appreciated.

Thanks,
Jared

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[rt-users] RT 3.6.1 - manipulating "n" highest priority owned tickets/newest tickets querie

[Jared Hanks]

I recently updgraded to RT 3.6.1 from 3.4.3.  I am having a bit of trouble 
getting the 3.6.1 to look the way 3.4.3 does for the homepage.  I have 
created custom statuses, but on the "Home page" the queries for "'highest 
priority tickets I own" and "newest unowned tickets" don't have these custom 
statuses.  How can I change this so the queries will show the custom 
statuses and not just new/open/stalled?


Also, I have a query to return the top 'n' tickets in my department and 
would like to add it to the home page.  I have put this query in 
Elements/MyRT but the query doesn't show up, only the title of the query.  I 
am able to click on the title of the query and have it return the results i 
want, but I would like the query to show up on the Home page like the 
"Highest priority tickets" and "newest unowned" queries.


Any help is greatly appreciated.

Thanks,
Jared

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[rt-users] RT at a Glance 3.6.1, customizing the "Available" list

[Jared Hanks]

I would like to remove the "QuickCreate" option from the "Available" list 
box in /Prefs/MyRT.html in RT 3.6.1.  I don't want any user to have the 
ability to use the QuickCreate function.  Is there a way to edit that list 
(in the database, or some file)?


Any help is appreciated.

Thanks,
Jared

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Re: [rt-users] Query Builder, report for last 7 days

[Jared Hanks]

That worked great.

Thanks,
Jared



From: "Jason A. Diegmueller" <[EMAIL PROTECTED]>
To: Jared Hanks <[EMAIL PROTECTED]>
CC: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Query Builder, report for last 7 days
Date: Tue, 12 Sep 2006 23:57:50 -0400 (EDT)

Jared-- (cc: rt-users)

RT accepts some "natural language" date queries, such as "7 days ago" or 
"yesterday".


Here's an example Saved Search we use:
"Status = 'open' AND LastUpdated < '7 days ago' AND  (  Queue =
 'projects' OR Queue = 'support' )"

-jd

On Tue, 12 Sep 2006, Jared Hanks wrote:


Hello,

I'm using the Query Builder in RT and would like to create a report for 
tickets created in the last 7 days.  I'm able to get the report to look 
the way I want, but just am unable to generate this for the last 7 days.  
I can use a specific date, but I would like to easily be able to run this 
search in the future without having to change the date.


Any help or suggestions is appreciated.

Thanks,
Jared

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[rt-users] Query Builder, report for last 7 days

[Jared Hanks]

Hello,

I'm using the Query Builder in RT and would like to create a report for 
tickets created in the last 7 days.  I'm able to get the report to look the 
way I want, but just am unable to generate this for the last 7 days.  I can 
use a specific date, but I would like to easily be able to run this search 
in the future without having to change the date.


Any help or suggestions is appreciated.

Thanks,
Jared

_
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