[rt-users] Custom user feedback rate
Hi All, I would like my clients to able to feedback a ticket based on rating that they would just select when a ticket is resolve. With this I would be able to measure the feedback to my clients based on this. I don't know if this is already in place on RT but it would be nice to know if someone could point to right direction. Regards, Rocel -- RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
[rt-users] Access RT from behind firewall
Hi All, I have RT running on Openvz hosted locally and this was running very will. Now my concern is how do I make users to access RT from the outside? I have tried port forwarding port 80 to it but doesn't work. Is there any config that I would like to set on RT configuration? Regards, Rocel Lacida 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] Access RT from behind firewall
Hi Darin, Good Day! Yeah it's really weird why it doesn't redirect the traffic to my local RT server. Where in fact I could access it locally. The firewall NAting configuration is fine I tried changing this config to other local ip which point to a webserver it redirect fine. I don't know where the real culprit is Openvz where our RT is installed or the RT itself. Regards, Rocel On 8/3/2011 8:09 PM, Darin Perusich wrote: NAT'ing the traffic to your RT server should work just fine or use a proxy server. -- Darin Perusich Email: darin.perus...@ctg.com Office: 716-888-3690 -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users- boun...@lists.bestpractical.com] On Behalf Of Rocel M. Lacida Sent: Wednesday, August 03, 2011 3:08 AM To: rt-users@lists.bestpractical.com Subject: [rt-users] Access RT from behind firewall Hi All, I have RT running on Openvz hosted locally and this was running very will. Now my concern is how do I make users to access RT from the outside? I have tried port forwarding port 80 to it but doesn't work. Is there any config that I would like to set on RT configuration? Regards, Rocel Lacida 2011 Training: http://bestpractical.com/services/training.html The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you are not the intended recipient of this message, please contact the sender and delete this material from this computer. 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] Users Handbook
Hello Ken, Good Day! Can I have a copy also. I really need to know more about RT. Thanks in Advance Rocel On 4/20/2011 6:29 AM, Kenneth Crocker wrote: 20/20, Sure. Kenn Crocker On Tue, Apr 19, 2011 at 2:47 PM, 20/20 Lab l...@pacbell.net mailto:l...@pacbell.net wrote: Hate to feel like I'm jumping on a bandwagon; but I would appreciate a copy as well. -Matt On 04/19/2011 2:39 PM, Kenneth Crocker wrote: Asif, Sure. Kenn On Tue, Apr 19, 2011 at 2:21 PM, Asif Iqbal vad...@gmail.com mailto:vad...@gmail.com wrote: I like to get a copy to if that is possible. On Tue, Apr 19, 2011 at 5:09 PM, Kenneth Crocker kfcroc...@lbl.gov mailto:kfcroc...@lbl.gov wrote: Jason, Miachael, Yan, Kevin, Raed, Tyler Drew, I will certainly mail each of you a copy of both the User's Guide as well as the Queue Admin Guide. You must keep in mind that this documentation is tailored towards the way we do things here at LBNL. We have over 100 Queues that are used to support Application Projects/Systems/Support. In most cases, we have a WorkFlow process that includes Review Approval of requests before being moved to the support Queue as well as QA procedures that allow for separate approval of QA test results (by another team or the requestors, etc) before migration to production Resolution. That means I the documentation will be referring to Ticket Status values we added, Custom Fields Scrips created for these processes. As long as you guys plan to rip out what you don't need, it can be useful as a baseline of instruction on understanding terminology, privileges, notification scrips, searching reporting (including dashboards), and on. I hope it will be useful for you. I'll be sending them out in a couple of hours. Kenn LBNL On Tue, Apr 19, 2011 at 1:40 PM, Jason Ledford jledf...@biltmore.com mailto:jledf...@biltmore.com wrote: Can I get a copy? From: rt-users-boun...@lists.bestpractical.com mailto:rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kenneth Crocker Sent: Tuesday, April 19, 2011 3:15 PM To: rt-users@lists.bestpractical.com mailto:rt-users@lists.bestpractical.com Subject: Re: [rt-users] Users Handbook Raed Kevin, I'll have to send these to your individual email address as the User's list will stop it cause the attachments are so large. Kenn LBNL On Tue, Apr 19, 2011 at 9:48 AM, Kenneth Crocker kfcroc...@lbl.gov mailto:kfcroc...@lbl.gov wrote: Raed, Absolutely! Right now I'm prepping it to remove any company info that shouldn't go out. Both Guides should be ready by EOD. BTW, the guides are based on 3.8.7, including screen shots, etc. Kenn LBNL On Tue, Apr 19, 2011 at 9:33 AM, Raed El-Hames raed.el-ha...@daisygroupplc.com mailto:raed.el-ha...@daisygroupplc.com wrote: Hello Kenn: Ist possible you can share your Users Guide , I’ve been planning to make one for my users in here for a while, but other work keep cropping up, and any help starting this will be useful. Regards; Roy From: rt-users-boun...@lists.bestpractical.com mailto:rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kenneth Crocker Sent: 19 April 2011 00:12 To: rt-users@lists.bestpractical.com mailto:rt-users@lists.bestpractical.com Subject: Re: [rt-users] Users Handbook Yan, I developed some guides for our user's. It has a Glossary of terms and references tp Privileges (the Admin guide). However, it refers to workflow functions and scrip that we developed that might not be in sync with what you do. This is what the TOC for the User's Guide looks like: 1: Introduction. - 1 - 2: Administration. - 5 - 3: Logging In. - 7 -
[rt-users] Timezone Discrepancies
Hello Again, I need some help. I just tried changing my timezone because I found out that it was not set at first though the time is correct just the timezone that is different. Now the problem is the ticket I made before the actual change is also affected. The time reflected on the previous ticket is an hour advanced. How can I make it sync with current timezone? Regards, Rocel
[rt-users] How do I submit a ticket in behalf of a user?
Hello All, Good Day! It's my first to post a mail to the mailing list so bear with me. First I am previous user of other ticketing system (Accord Trellis) and I have many problems about it and upon searching on the net about what is best ticketing system out there I found RT and it really meet my requirements. Been using RT for only a couple of weeks and honestly it was awesome. Though I stumble some difficulties at first it was solve upon searching on the web where lots of solutions are provided. Now the only hindrance right now is this,Sorry to ask this question though I think there is an easy to answer for this I just don't know where to find it. In my prevoius ticketing system there is a functionality that someone can post a ticket in behalf of that user.Where I can find it on RT? Is there any equivalent functionality that I could duplicate? Hope you could help me about this. Sorry for the long introduction. Regards, Rocel
Re: [rt-users] How do I submit a ticket in behalf of a user?
Thanks Thomas, Wow, It's just that simple how stupid I am.. On 4/1/2011 10:25 AM, Thomas Sibley wrote: On 31 Mar 2011 22:08, Rocel M. Lacida wrote: Hello All, Good Day! It's my first to post a mail to the mailing list so bear with me. First I am previous user of other ticketing system (Accord Trellis) and I have many problems about it and upon searching on the net about what is best ticketing system out there I found RT and it really meet my requirements. Been using RT for only a couple of weeks and honestly it was awesome. Though I stumble some difficulties at first it was solve upon searching on the web where lots of solutions are provided. Now the only hindrance right now is this,Sorry to ask this question though I think there is an easy to answer for this I just don't know where to find it. In my prevoius ticketing system there is a functionality that someone can post a ticket in behalf of that user.Where I can find it on RT? Is there any equivalent functionality that I could duplicate? Hope you could help me about this. Sorry for the long introduction. Glad to hear you're enjoying RT. To create a ticket on behalf of a user, just put their email address in the Requestor field when creating a ticket via the web. Cheers, Thomas Regards, Rocel
