[rt-users] TimeWorkedReport.html
Hello List, Does anyone know if it's possible to adjust this script (found in the wiki) to display te requestor information ? It mentions the creator , wich in most cases is fine, but when our agents create a ticket on behalf of a customer, the agent is the creator what results in the script displaying the time but the customer is our agent. I think this could be a nice add-on for this script, but i lack the knowledge in doing this. Any help would be greatly appreciated. Other suggestions for reporting tools also. thanks in advance, Regards Mayk Final RT training for 2012 in Atlanta, GA - October 23 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs
[rt-users] Custom fields empty
Hello List, I've noticed some strange things regarding custom fields. We use a documenting system called i-doit , that has a connection to RT (provider by the builders of i-doit) . This make it possible to generate custom fields in RT that are populated with information from the other system. So far , so good. The strange this however is, when i change some things in the fields on the i-doit part, some custom fields are empty. The thing i don't understand is, the information is logged in the tickets with the information from the CF , and in the articles (this one's annoying that it's empty). When i look closer at the article, i see all the information inside the article, but not displaying in the CF's. This is normal behavior , is there perhaps a workaround for this ? I know it's a third party app that's probably screwing this up Any help is appreciated. Regards, Mayk Backus
Re: [rt-users] E-mails not updating History?
Hello Mario, Check the permissions of the users (or groups) involved on the queues. My experience is to take a piece of paper and draw out a matrix for the permission structure.. Regards Mayk From: Mario DiNatale [mailto:mdinat...@hamdenpd.com] Sent: Wednesday, August 01, 2012 08:07 PM To: rt-users@lists.bestpractical.com rt-users@lists.bestpractical.com Subject: Re: [rt-users] E-mails not updating History? Sorry to bother you guys again, but it actually Appears that this issue is simpler than it initially appeared! The messages ARE making into the comment history, however Neither the poster nor the responder can see it, however When logged in as root, I can see the full history of the messages… Does anyone know how I would go about fixing it so that everyone Involved in a ticket can see the full comment history? -m From: Mario DiNatale Sent: Wednesday, August 01, 2012 12:23 PM To: 'rt-users@lists.bestpractical.com' Subject: E-mails not updating History? Finishing up my virgin RT install today, spent yesterday configuring fetchmail and exchange to play nice… However I’m running into a strange issue that I’m hoping you gentleman can help me out with. When a user opens a ticket and comments on it, emails are sent. When another user uses the web-ui to make a comment, emails are sent and the comment shows up in the ticket history. However, if a user reply’s to a ticket email, the comment is received via email to all the users requested, however the comment history is never updated in the ticket itself, it seems to disappear off into the void? Best guess I have is that it has something to do with fetchmail not dropping it into an appropriate queue, so I’m attatching my fetchmailrc below and the results of a manual fetchmail run. -- fetchmail run w/ 2 fake messages: # fetchmail -f /etc/rt3/fetchmailrc fetchmail: No mail for rt at hpd-exc1 2 messages for rt-comment at hpd-exc1 (3886 octets). reading message rt-comment@hpd-exc1.hamdenps.local:1 of 2 (2092 octets) flushed reading message rt-comment@hpd-exc1.hamdenps.local:2 of 2 (1794 octets) flushed -- fetchmailrc: poll hpd-exc1 proto pop3: auth password username rt password ** mda /usr/local/bin/rt-mailgate --url http://tickets.hamdenps.local --queue I.T --action correspond username rt-comment password *** mda /usr/local/bin/rt-mailgate --url http://tickets.hamdenps.local --queue I.T --action comment nokeep ssl sslfingerprint E4:27:FC:15:3E:97:FD:37:00:D9:D2:D9:AF:01:64:4E -- Any thoughts or suggestions would be most appreciated gentlemen. Thanks again, -m Mario DiNatale Information Technology Manager 2900 Dixwell Avenue Tel: 203-407-3187 Hamden, CT 06518 Fax: 203-230-4097 www.hamden.com -BEGIN PGP PUBLIC KEY CRYTPO BLOCK- mQENBE66pkIBCACXZ3ltfLhx2JXg5NCkP2frIWTYTmmQEXXVHjA9gZGSs1YKVO2d RjhpMSICBmYcx5drxDurDaHId0J8+ZomCZhaLgEU7SsLKJCB6qhu47YzoKNuQe/N Yu4pLec6zYfQGpTgeAIOKxkZpHrVT+zaWyUCUnSK685+iVP3a/pt/OlO355wHH9b YHYElp+FWkLOetV0o6wPRbjpqBLIE6sL0alGnHOM23nn8truk4bPjdDB3/q1SpUT CBHPT8at2FAqKwz8fNVdihusVjDln7gGRwecp2RY2yfmT+FA82aYr0pendYMJaUW MN24l6SHzKmKcDwPV8oCXPqSr56dH0OcaKXRABEBAAG0Ik1hcmlvIERpTmF0YWxl IDxtYXJpb2dkQGdtYWlsLmNvbT6JATgEEwECACIFAk66pkICGw8GCwkIBwMCBhUI AgkKCwQWAgMBAh4BAheAAAoJEHiKyXG4XFzjocAH/3F3+39v/rADiulBxdy6Zn4F S0yfbsM2WXxj1m+L1lRfM06Se920xh9G/PQGkd0QiQRMiawnr1voKkKkV2rqH4wJ r116Ff8kwFGFozVbc4kXokA21Ua694/FNmxUfD2eVCNJVfbIl1jdSRU0A6Fy4UgW djesrHYsb1qwqD75ZbVHAmTT+o+AKIhIKr135AE6aG0Qh2rO4bRSOYZE1BfGJ0fV DjM6rMHgTmdxKizPM3eynkrXwcgGYRyl6Bn661FAoyBwhSMmjG9tMNNwZYnFvoxW e15jUPH0k9TmY3+0Yqs/1PMLuNIGQ8GecIBs2y6a6uU6Pwmaes/rAulmVIQkd54= =YGdf -END PGP PUBLIC KEY CRYTPO BLOCK-
Re: [rt-users] Running rt-server with SSL certificate
Hi, Thank you for the quick reply. We start RT with the rt-server command located in the sbin directory of RT. It's a own kind of daemon of RT that listens on a port. Thanks again, regards, Mayk Van: Jack Zabolotnyi jzabolot...@arces.net Datum: Tue, 24 Jul 2012 14:16:21 +0200 Aan: Mayk Backus bac...@nlcom.nl CC: rt-users@lists.bestpractical.com Onderwerp: Re: [rt-users] Running rt-server with SSL certificate Actually, there is nothing about RT. You have to look how to run web-server with SSL. For ex. module for apache is mod_ssl. RT in this case is simply a backend (like php, perl, python) that generates you content. On Tue, Jul 24, 2012 at 1:47 PM, Mayk Backus bac...@nlcom.nl wrote: Helle List, Is there a how-to that explains on how to run rt-server with a ssl certificate. We have a wildcard cert that we want to use on our RT installation. Any tips are greatly appreciated. Thank you in advance, Regards, Mayk Backus Nlcom -- Jack Zabolotnyi Arces Network, LLC e: jzabolot...@arces.net w: http://www.arces.net http://www.arces.net/ PGP key: 2048R/7F2AB658 2012-07-02 PGP fingerprint: 4C7E 00A8 5210 F3D9 0509 C70E 87C8 666E 7F2A B658
[rt-users] Require owner before update
Hi List, I'm searching the list but can't find anything usefull for now. At our site, a lot of agents lack becoming owner of tickets. I want them to take a ticket first and then start working on it. Is there a way to force this that the must be an owner set ? thanks in advance. Regards, Mayk
[rt-users] update warning between working hours
Dear list, We have a crontool in use that alerts a e-mail distributionlist when a ticket in our emergency queue has gone without an update for 15 minutes or more. This is fine and works well. /rt-crontool --search RT::Search::FromSQL --search-arg LastUpdated '-15 minutes' AND Queue = 'Emergency' AND Status != 'stalled' AND Status != 'resolved' AND Status != 'rejected' --action RT::Action::RecordComment --template 'Ignored tickets' We now want to extend this for other queues , that notifies queue members that a ticket has gone without an update for 3 hours (we have an update commitment of 4 hours). The problem is, i don't want to spam the crap out off people and want to limit the check to between working hours. Doing this with cron is fine, but has the downside that in the morning it will mark every ticket as not update since it sees the last time as yesterday. This is logical. I'm wondering if there is something to be set for working hours , it's a function that for example otrs has. I want it in RT too ;-) Anyone any suggestions or experience in this ? Any help is greatly appreciated. Regards MAyk
[rt-users] view agent attached file/image in a reply/comment
Hi list, I noticed that when a reply is made on a ticket by one of our agents, and there's an attachement i can't view this. For example when someone sends a screenshot of something, i can see the file is attached when downloading the it with headers , but is there a way to view the attachment (image, etc) inside RT ? thanx Greets Mayk Backus RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] Ipad app , give a ticket
Hi, Anyone any clue on this ? Thanx Regards Mayk On Dec 3, 2011, at 10:41 AM, Mayk Backus wrote: Hi list, Is there an option to give a ticket to someone from inside the ipad app ? It is possible to take a ticket , but i can't seem to find how i can assign (give) a ticket to someone.. Anyone any thoughts . Thanx Verstuurd vanaf mijn iPad RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012 RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
[rt-users] Query / Report worked time
Hi List, Is there a way to get a report timeworked a little detailed ? For example, show me all tickets that have been worked on today, and show the time worked on the tickets today, so not the total worked time on a ticket. We have tickets that span a couple of days, so i'm interested in reporting today's worked time. Can this be done with a query ? Thank you for your time. Reagards, Mayk RT Training Sessions (http://bestpractical.com/services/training.html) * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Query / Report worked time
As a follow-up to myself, i've found something called.. Following the instructions, getting it to run on a 4.0.2 install , i borks on the following.. Can someone shed any light on this ? Error during compilation of /opt/rt4/local/html/Tools/Reports/TimeWorkedReport.html: syntax error at /opt/rt4/local/html/Tools/Reports/TimeWorkedReport.html line 48, near ) BEGIN not safe after errors--compilation aborted at /opt/rt4/local/html/Tools/Reports/TimeWorkedReport.html line 62. Stack: [/opt/rt4/local/html/Tools/Reports/TimeWorkedReport.html:62] [/usr/local/share/perl/5.10.1/HTML/Mason/Interp.pm:817] [/usr/local/share/perl/5.10.1/HTML/Mason/Interp.pm:445] [/usr/local/share/perl/5.10.1/HTML/Mason/Request.pm:249] [/usr/local/share/perl/5.10.1/HTML/Mason/Request.pm:212] [/opt/rt4/sbin/../lib/RT/Interface/Web/Request.pm:62] [/usr/local/share/perl/5.10.1/Class/Container.pm:275] [/usr/local/share/perl/5.10.1/Class/Container.pm:353] [/usr/local/share/perl/5.10.1/HTML/Mason/Interp.pm:348] [/usr/local/share/perl/5.10.1/HTML/Mason/Interp.pm:342] [/usr/local/share/perl/5.10.1/HTML/Mason/PSGIHandler.pm:48] [/usr/local/share/perl/5.10.1/HTML/Mason/PSGIHandler/Streamy.pm:52] [/opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm:258] [/usr/local/share/perl/5.10.1/Plack/Util.pm:324] [/usr/local/share/perl/5.10.1/Starlet/Server.pm:189] [/usr/local/share/perl/5.10.1/Starlet/Server.pm:116] [/usr/local/share/perl/5.10.1/Plack/Handler/Starlet.pm:59] [/usr/local/share/perl/5.10.1/Plack/Loader.pm:87] [/usr/local/share/perl/5.10.1/Plack/Runner.pm:263] [rt-server:231] Thanks reagards, Mayk On 11/22/11 10:21 PM, Mayk Backus wrote: Hi List, Is there a way to get a report timeworked a little detailed ? For example, show me all tickets that have been worked on today, and show the time worked on the tickets today, so not the total worked time on a ticket. We have tickets that span a couple of days, so i'm interested in reporting today's worked time. Can this be done with a query ? Thank you for your time. Reagards, Mayk RT Training Sessions (http://bestpractical.com/services/training.html) * Barcelona, Spain November 28 29, 2011 RT Training Sessions (http://bestpractical.com/services/training.html) * Barcelona, Spain November 28 29, 2011
[rt-users] timer/escalation/mail reminders (untouchedin script)
Hi List, I'm new to RT, and i've spend a lot of time trying to get a feature working i'm used to having in otrs. We need several queues in RT, each queue needs to notify queue members when a ticket has gone by N amount of time without being worked on. Searching around i found the untouchedin script on the wiki. Trying several versions of the script, but all of them run into the same problem. rt-cron runs ok for others jobs, but when i run it for the untouchedin script it fails on : Failed to load module RT::Condition::UntouchedInHours. (Can't locate RT/I18N/en_us.pm . I checked the posting not having the complete script, trying the version suggested but to no avail. Having a look on a second system, pulling RT out of the ubuntu repo's , i see the I18N directory containing more files, but not the en_us.pm file. Trying to create workarounds with a script upping the priority , and a second rt-cron checking tickets with priorit higher then N commenting with a custom template works, kinda-ish.. The drawback here is that the ticketresponder needs to manually set back the priority to avoid being hit up by an e-mail notification he's not responding to fast. To me, the untouchedin script could do the trick, since (the way i understand i should work, but then agian, i'm a noob) it calculates the time since last response and the time the script is run. If a ticketresponder updates the ticket, the script does nothing. Can someone please point me in a direction to a sollution, i'm lost at the moment. My RT Version is 4.0.2 , running Ubuntu 10.04. Thank you in advance. regards Mayk Backus NLcom RT Training Sessions (http://bestpractical.com/services/training.html) * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] timer/escalation/mail reminders (untouchedin script)
Hi Kenneth, thank you for the reply. I was looking into what i could do with dashboards.. The subscription timing is run once a day only, or you need to create more dashes ? The notification i need has to run every 5 minutes to find a ticket. I think i would be better off with rt-crontool then ? Regards, Mayk On 10/17/11 9:05 PM, Kenneth Crocker wrote: Mayk, I like using Dashboards for this type of function. Create a search to give you what you want and then create a Dashboard to run it and set up your subscription for the timing. Kenn LBNL On Mon, Oct 17, 2011 at 8:34 AM, Mayk Backus bac...@nlcom.nl mailto:bac...@nlcom.nl wrote: Hi List, I'm new to RT, and i've spend a lot of time trying to get a feature working i'm used to having in otrs. We need several queues in RT, each queue needs to notify queue members when a ticket has gone by N amount of time without being worked on. Searching around i found the untouchedin script on the wiki. Trying several versions of the script, but all of them run into the same problem. rt-cron runs ok for others jobs, but when i run it for the untouchedin script it fails on : Failed to load module RT::Condition::UntouchedInHours. (Can't locate RT/I18N/en_us.pm http://en_us.pm . I checked the posting not having the complete script, trying the version suggested but to no avail. Having a look on a second system, pulling RT out of the ubuntu repo's , i see the I18N directory containing more files, but not the en_us.pm http://en_us.pm file. Trying to create workarounds with a script upping the priority , and a second rt-cron checking tickets with priorit higher then N commenting with a custom template works, kinda-ish.. The drawback here is that the ticketresponder needs to manually set back the priority to avoid being hit up by an e-mail notification he's not responding to fast. To me, the untouchedin script could do the trick, since (the way i understand i should work, but then agian, i'm a noob) it calculates the time since last response and the time the script is run. If a ticketresponder updates the ticket, the script does nothing. Can someone please point me in a direction to a sollution, i'm lost at the moment. My RT Version is 4.0.2 , running Ubuntu 10.04. Thank you in advance. regards Mayk Backus NLcom RT Training Sessions (http://bestpractical.com/services/training.html) * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Barcelona, Spain November 28 29, 2011 RT Training Sessions (http://bestpractical.com/services/training.html) * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Barcelona, Spain November 28 29, 2011
