Re: [rt-users] Suppressing priority messages
Ken, We are using a tiered approach as part of our priority system. For instance, highest priority tickets would have a range from 90-100, medium priority tickets from 60 - 100, and lower tickets start at 1. Along with their priority, they also have an associated time frame of completion. A break and fix scenario would need to be completed immediately if it affected the entire company whereas if it only impacted one individual and there was a work around (such as a dead keyboard) it would need to be resolved within three days. Other time frames would be; improvements to a particular system would be completed within 30 days and projects are TBD which is dependent upon their scope. The team checks into RT periodically throughout the day and takes work orders which focus on their job roles. I have used this same type of work flow in the past when I worked for a university. The only difference was that our help desk made the determination and assigned it appropriately (most of the time :) ). Projects were never apart of the work order system as they were tied into a secondary system like MS Project. On 07/22/2011 10:21 AM, k...@rice.edu wrote: On Fri, Jul 22, 2011 at 08:59:05AM -0400, Jason Brown wrote: Hello all, We have a RT escalation script which is run every hour to increase the priority level of a ticket. In doing so, it creates a lot of noise within the work order itself, placing "Enoch Root - Priority changed" everytime its increased. I was wondering if its possible to suppress those messages? RT version: 4.0.1 Thanks, Jason Hi Jason, I would be very interested in how your workflow handles the priority escalation every hour. We tried escalating the priority daily, but since no additional resources were actually tied to the ticket priority, the end result was to have most non-trivial tickets sitting at the maximum priority. The way we dealt with the priority change messages was to add a "full headers" and a "brief headers" button on the ticket display. The default was brief which did not display most of the internal bookkeeping changes. This also improved the display speed. Regards, Ken 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] Suppressing priority messages
Thanks Kevin, that fixed my issue.
On 07/22/2011 09:53 AM, Kevin Falcone wrote:
On Fri, Jul 22, 2011 at 09:15:22AM -0400, Jason Brown wrote:
Here is the code, I believe this was custom written by a previous employee:
Read the docs for EscalatePriority vs LinearEscalate (you can perldoc
the .pm files in your RT tree).
LinearEscalate can be silent, but uses a different algorithm.
If you can't change algorithms, you can port the features of
LinearEscalate to EscalatePriority and send in a patch
-kevin
#!/usr/bin/perl
use strict;
use warnings;
# Points to the RT4 library
use lib ("/opt/rt4/lib","/opt/rt4/local/lib");
my $crontool = "/opt/rt4/bin/rt-crontool";
package RT;
use RT::Interface::CLI qw(CleanEnv);
#Clean our the environment
CleanEnv();
# Load the RT configuration
RT::LoadConfig();
# Initialise RT
RT::Init();
my $queues = new RT::Queues($RT::SystemUser);
$queues->LimitToEnabled();
while (my $queue = $queues->Next) {
my $queuename = $queue->Name;
system("$crontool --search RT::Search::ActiveTicketsInQueue " .
"--search-arg \"$queuename\" ".
"--action RT::Action::EscalatePriority");
}
$RT::Handle->Disconnect();
exit 0;
On 07/22/2011 09:04 AM, Kevin Falcone wrote:
On Fri, Jul 22, 2011 at 08:59:05AM -0400, Jason Brown wrote:
Hello all,
We have a RT escalation script which is run every hour to
increase the priority level of a ticket. In doing so, it creates a
lot of noise within the work order itself, placing "Enoch Root -
Priority changed" everytime its increased. I was wondering if its
possible to suppress those messages?
Without knowing what the script does, that's hard to say.
One of the RT::Actions available to rt-crontool has a "skip the
transaction" message, the other doesn't. If you've written custom
code, you can steal the skipping code from the correct RT::Action
-kevin
2011 Training: [1]http://bestpractical.com/services/training.html
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2011 Training: http://bestpractical.com/services/training.html
2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] Suppressing priority messages
Here is the code, I believe this was custom written by a previous employee:
#!/usr/bin/perl
use strict;
use warnings;
# Points to the RT4 library
use lib ("/opt/rt4/lib","/opt/rt4/local/lib");
my $crontool = "/opt/rt4/bin/rt-crontool";
package RT;
use RT::Interface::CLI qw(CleanEnv);
#Clean our the environment
CleanEnv();
# Load the RT configuration
RT::LoadConfig();
# Initialise RT
RT::Init();
my $queues = new RT::Queues($RT::SystemUser);
$queues->LimitToEnabled();
while (my $queue = $queues->Next) {
my $queuename = $queue->Name;
system("$crontool --search RT::Search::ActiveTicketsInQueue " .
"--search-arg \"$queuename\" ".
"--action RT::Action::EscalatePriority");
}
$RT::Handle->Disconnect();
exit 0;
On 07/22/2011 09:04 AM, Kevin Falcone wrote:
On Fri, Jul 22, 2011 at 08:59:05AM -0400, Jason Brown wrote:
Hello all,
We have a RT escalation script which is run every hour to
increase the priority level of a ticket. In doing so, it creates a
lot of noise within the work order itself, placing "Enoch Root -
Priority changed" everytime its increased. I was wondering if its
possible to suppress those messages?
Without knowing what the script does, that's hard to say.
One of the RT::Actions available to rt-crontool has a "skip the
transaction" message, the other doesn't. If you've written custom
code, you can steal the skipping code from the correct RT::Action
-kevin
2011 Training: http://bestpractical.com/services/training.html
2011 Training: http://bestpractical.com/services/training.html
[rt-users] Suppressing priority messages
Hello all, We have a RT escalation script which is run every hour to increase the priority level of a ticket. In doing so, it creates a lot of noise within the work order itself, placing "Enoch Root - Priority changed" everytime its increased. I was wondering if its possible to suppress those messages? RT version: 4.0.1 Thanks, Jason 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] Ticket could not be created due to an internal error
Yes I have and I do not see errors in the Apache, Postfix, MySQL, or RT logs. The only error I receive is when I try to send an email to the appropriate email address and I get the bounce back error. Jason On 10/21/2010 12:15 AM, Ruslan Zakirov wrote: > Hello Jason, > > Have you checked apache logs? We don't know how logging is configured > in your RT instance. > > On Wed, Oct 20, 2010 at 5:13 PM, Jason Brown > wrote: >> I recently had a server crash and I am reinstalling RT from scratch, the >> version that was installed was 3.6.7. I installed that version on the new >> server and reimported the MySQL database, then upgraded RT to 3.8.8. >> Everything seems to be working properly, I am able to login, create and >> resolve tickets through the web GUI, however if I try to send an email to >> the designated email address to create a ticket I receive a bounce back >> email message stating "Ticket could not be created due to an internal >> error." >> >> I do not see anything in the logs that would indicate errors. When the >> server does recieve a message, this entry is created: >> to=, relay=local, delay=0.39, >> delays=0.02/0.01/0/0.36, dsn=2.0.0, status=sent (delivered to command: >> /opt/rt3/bin/rt-mailgate --queue Incoming --action correspond --url >> http://rt.millbrookprinting.com/) >> >> The server is running: >> CentOS 5.5 (SELinux is disabled) >> Postfix >> MySQL >> Apache >> >> Thanks >> > > >
[rt-users] Ticket could not be created due to an internal error
I recently had a server crash and I am reinstalling RT from scratch, the version that was installed was 3.6.7. I installed that version on the new server and reimported the MySQL database, then upgraded RT to 3.8.8. Everything seems to be working properly, I am able to login, create and resolve tickets through the web GUI, however if I try to send an email to the designated email address to create a ticket I receive a bounce back email message stating "Ticket could not be created due to an internal error." I do not see anything in the logs that would indicate errors. When the server does recieve a message, this entry is created: to=, relay=local, delay=0.39, delays=0.02/0.01/0/0.36, dsn=2.0.0, status=sent (delivered to command: /opt/rt3/bin/rt-mailgate --queue Incoming --action correspond --url http://rt.millbrookprinting.com/) The server is running: CentOS 5.5 (SELinux is disabled) Postfix MySQL Apache Thanks
