Re: [rt-users] Stripping copied parts of email before saving as comment or reply

[Paul D. O'Rorke]

Hi, 

I'm running 3.8.4. We use RT to track software bugs that go to a software 
development team. 

I want to stick with RT (getting pressure to change) because once proven we 
wish to expand it's scope to include customer support request tracking. Much of 
what I want in a customer support ticket should never make it's way into a bug 
report. The biggest issue I have with using RT for the customer support is the 
history that is in each email making the tickets large and unwieldy. This 
appears to be addressed with the proposed extension I found referred to in the 
email below. I found this while searching the mailing list archives. 

I'd rather try this now than wait for 4.0 because unless I can show RT 
effectively doing what we want the decision will be taken out of my hands and 
we'll get lumped with some proprietary cr@? I cannot simply trim the emails, 
this has to work with email message/reply. 

So is it possible to get the trim/hide extension below or is it already 
available and I'm just missing it? 

Regards 

On Mon, Jan 03, 2011 at 10:41:59AM -0800, Laura Grella wrote: 


> 
> 
>> If you want to see the core version, it is now live on 
>> issues.bestpractical.com. The plugin for 3.8 will hopefully get 
>> released this week, but we're busy trying to release lots of things. 
> 
> 
> Thanks - I've never installed an extension for RT. Would be able to point me 
> the right direction for instructions? I rather install it for 3.8 than wait 
> for 4.0. 
« [ hide part of quote ] 
« [ hide part of quote ] You should read the README once the extension has been 
released. It 
covers installation of plugins. 

-kevin 

> > We have an extension to do this that we're working to get released. 
> > (And it's already built in to 4.0) 
> > - Show quoted text - 



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Paul O'Rorke 

p...@paulororke.net 
Home .: +1 (250) 483 1456 
Mobile.: +1 (250) 709 7740 

Re: [rt-users] Untouched Tickets

[Paul D. O'Rorke]

Hi Jason, 

I created a Dashboard from the following query made in the Query builder. I 
call it "Not touched today"... 


Queue = 'Support' 
AND Status - 'open' 
AND LastUpdated < 'yesterday' 
AND 'CF .{Long Term}' != 'True' 

The CF is a custom field I have for tickets that are long term and I want to 
exclude these from my results. 

This might be a good place to start. 

Regards 



From: "Jason Ledford " < jledford @ biltmore .com> 
To: rt-us...@lists. bestpractical .com 
Sent: Friday, 7 January, 2011 12:52:15 PM 
Subject: [rt-users] Untouched Tickets 




I am looking for a way to search for untouched tickets that are not new but 
untouched for a specified amount of time? I found this 
http://www.gossamer-threads.com/lists/rt/users/42582?search_string=untouched;#42582
 but it looks more like taking action and also using rt-cron. I am just looking 
to make a search. 



Any help is appreciated. 



Jason Ledford 

Systems Analyst 

The Biltmore Company 

One North Pack Square 

Asheville , NC 28801 

(828) 225-6127 



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Paul O'Rorke 

p...@paulororke.net 
Home .: +1 (250) 483 1456 
Mobile.: +1 (250) 709 7740 

Re: [rt-users] Browser (Firefox) does not save username and passwords

[Paul D. O'Rorke]

I would have expected that to work, it's what I did and FF now remembers 
passwords. I actually commented out the original code and entered it ahain but 
it's the same as what you said you did. Looks like this: 

 
<&|/l&>Password: 
 
 
 

The only other thing that comes to mind is that my instance of RT has been 
restarted since making the change. I'm afraid I don't remember if that was 
relevant however... 

hth 

-- 
Paul O'Rorke 

p...@paulororke.net 
Home .: +1 (250) 483 1456 
Mobile.: +1 (250) 709 7740