Re: [rt-users] monitoring RT
- "Nicholas Clark" <[EMAIL PROTECTED]> wrote: > We're going to make the RT self-service interface visible to our > external > clients. We'd like to monitor it, so that we know if it's down? > > What's the best way to monitor RT? Are there any built in pages that > would > let us quickly tell that (say) Take a look at WWW::Mechanize on CPAN. Think of it as a scriptable web browser robot that plugs right into standard perl Test stuff (via Test::WWW::Mechanize) if you want to. You can do a lot with it, including interact with forms and submit them. You could configure a test user account and do a login and logout with (Test::)WWW::Mechanize, checking (with regular expressions if you wish) that RT at a glance page looks about right. - Mikko ___ 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.bestpractical.com
Re: [rt-users] RT 4 (and online text-processing)
> More : what about Google text processing (formerly Writely) ? here we > have all required features, bells and whistles, and everything > is online, not offline ! when I click on File->Save, my document is > saved onto their servers, not on my local disk. Hey Jesse : I > DON'T expect that you embed a complete online text-processor into RT > !! I am requesting for a simple online "Save draft" ... There's something interesting to be found on CPAN. Although it doesn't address the use case you're requesting directly, think of it as a technology demo. http://search.cpan.org/~jesse/RT-TicketWhiteboard-1.7/ The TicketWhiteboard extension provides a wiki-style text area which you can edit in place, using AJAX (or something). Check it out, if you can, and tell us if that kind of functionality, adapted to your scenario (per-ticket, per-user and perhaps optionally replacing textarea on the correspond page Ticket/Update.html), could address your problem. Jesse, TicketWhiteboard is a brilliant idea, however the current implementation is a bit rough. This extension is quite definately something I'm going to have a serious look at once more pressing issues (unrelated to RT) are tackled. -- Mikko Lipasti ___ 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.bestpractical.com
Re: [rt-users] Customer Centric RT?
- "Justin Brodley" <[EMAIL PROTECTED]> wrote: > No, our main point is we need to be able to have Customers in the > system and requestors as internal employees who are requesting on > "behalf" of the customer. I'm really just trying to find out if anyone > has done work like this already, or if this is something we'll need to > build from scratch. Were currently solving the problem with Custom > Fields but were concerned about the qty of CF values, and we also have > some additional needs for escalation scripts that require additional > data be stored with each custom field. So, in essense, what you've got is: Requestor: your employee working at the customer interface Owner: your employee actually doing the work CF-Customer: the name of the customer What you'd really need is the ability to add a custom "role" to your tickets, so that you'd have: Requestor: the name of the customer (since he's the true originator of the request, right?) Account Manager (you pick): your employee working at the customer interface Owner: your employee actually doing the work Am I on to something here? It seems to me that customizing roles could be a useful feature for RT in general, not just your case. Have the standard "Requestor, Cc, AdminCc" in as default, but let people add new and perhaps even rename the old. Now, it seems to me that from a technical (database) point of view, new roles could be added without modifying the schema. However, I don't know what this would imply to the rest of the system. Something for RT4 perhaps? - Mikko ___ 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.bestpractical.com
Re: [rt-users] Customer Centric RT?
On Mon, 2007-05-21 at 14:08 -0700, Justin Brodley wrote: > Basically were an ASP hosting operation, we have hundreds of customers > that pay us money to host their site. Our company has several > departments that create tickets associated to each of the customers. > Currently the way were managing Customer is by having them defined as > a custom field and then we can write reports based off these custom > fields. Why can't you use Requestor field to identify customers? - Mikko ___ 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.bestpractical.com
Re: [rt-users] Marking tickets with new requestor answers in 'at a glance'
- "Christoph Lange" <[EMAIL PROTECTED]> wrote: > a few days ago I missed an answer of a requestor in a ticket. > I don't want to get copies via email, but have tickets with new > answers marked somehow in the 'at a glance' section. Is this > possible somehow? (a star or different colour or something ...). I'm interested in this kind of functionality as well, but not just for 'at a glance' view. For me, a sufficient condition would be LastUpdatedBy != Owner. Perhaps render the line in bold typeface like unread messages in e-mail clients? - Mikko ___ 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.bestpractical.com
[rt-users] Attaching already uploaded attachments to outbound mail
Hello, I'd like to know if the following is already possible somehow: 1. Comment, upload (say) Attachment.pdf 2. Reply, select the already uploaded Attachment.pdf to be sent as attachment At the moment (pretty much stock 3.6.0) I have to: 1. Comment, upload Attachment.pdf 2. Download Attachment.pdf 3. Reply, upload the Attachment.pdf again 4. Somehow deal with the fact that there are two identical Attachment.pdfs with differing timestamps Best regards, -- Mikko Lipasti Polarcom Consulting Oy ___ 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.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
