[rt-users] Measure worked time on a ticket
Hi, is there a way to measure time worked for a ticked ? Currently I have to fill the field manually, but when working on a ticket takes several days, probably interrupted many times, I need another time tracking tool and then copy the result. It would be nice to be able to open a ticket, click on "Start" , "Stop" and when the ticket is closed I get the final result . Does anybody know if something like this exists ? Regards Rolf Schaufelberger smime.p7s Description: S/MIME cryptographic signature
[rt-users] Saved search group by custom field
I have a queue with a custom field 'customer'. Now I would like to get a list showing the custom field name and the number of open tickets assigned to this customer . oder by the number of tickets Currently I have a dashboard for each customer, but I cannot find a way how to sort the dashboards ( other thread).And having a saved search seems to make more sense to me. But how can I add create such a search ? Rolf Schaufelberger
Re: [rt-users] Sorting order of dashboards
Same problem. Am 04.06.2012 um 15:52 schrieb Thomas Sibley: > On 06/04/2012 09:43 AM, Marco Thorbruegge wrote: >> Is that still supposed to work in 4.0.5, as it does not show any result? >> The sorting order is still according to the ID. >> >> I tried both to put the callback in >> >> /opt/rt4/local/html/Callbacks/CustomDashboardSort/Dashboards/index.html/MassageDashboards > > That callback example on the wiki won't work in RT 4.x. Take a look at > the ListOfDashboards component under Dashboards/Elements/ for where the > new MassageDashboards callback location is. You'll also need to adjust > args. > > Thomas I cann't find a callback named MassageDashboards. In ListOfDashboards I see a callback ModifyDashboards and when I create this callback it works, yet ListOfDashboards shows the dashboards in the menu from the navbar, While sorting works, can I also increase the number of dashboards shown ? But more importand to me: How can I modify the sort order of Dashboards in Dashboards/index.html ? Rolf Schaufelberger
[rt-users] See all tickes w same domain
Hi, I have a queue where all my customers can create tickets (normally by email), and when they login they see only their tickets. Now, if a have a customer where many users create tickets, how do I have to configure my system, so that all users from a client (company) can see all tickets from that company ? The association could either be , that the domain part of the email address is the same, or option 2, the value of a ticket custom fileld has a value of 'blah' , or I could create a group for that company, assign all users and then show tickets with requestors of that group ? What is the best way to do solve this? Rolf Schaufelberger 2011 Training: http://bestpractical.com/services/training.html
[rt-users] config tab
Hi, I have running rt 4.0 and I don't find, where I have to grant the right to privilegded users to be able to change their settings , which, I assume, means , to see the config tab. As root I go to Configuration-> Global->GroupRights choose system->Privileged, and I see a checkbox "Show Configuration Tab" in the "rights for administrators" tabs, yet not in the "rights for staff" tab. But I don't know, what is staff and what are administrators ? Rolf Schaufelberger 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] Customer Centric RT?
On Montag 21 Mai 2007, Justin Brodley wrote: > Has anyone done any work into making RT more customer centric? > > > > Some history to help explain what I'm looking for. > > > > 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. > > > > However, the queries we see related to custom fields have brought up > concerns about scalability of CF fields. Because we have several > hundred customers we have several hundred custom field values defined, > in addition to some more simple selection criteria. > > > > Has anyone done any work in making a more Customer Centric version of > RT? In addition to our performance concerns we need to start adding > additional criteria for each customer ie, escalated customer, premier > support, etc. All of these parameters get factored into our escalation > scripts, our current thought is to do most of this work outside of RT > and then make the customer name display as Name (P) and then parse for > the () values to determine the correct ruleset. But I find this to be > terribly Kludge and there should be an easier way. > > > If anyone has any ideas or knows of any extensions to RT to help > accommodate some of these needs, I'd greatly appreciate it. > > > > Justin Brodley We are currently evaluating a dedicated CRM system versus RT, since we have already running RT for other things. The main aspect that seems common to your problem to me is, that a customer (= a company) is the main object and not the person who created a ticket neither the ticket itself. Yet every contact, phone call etc will be documented by a ticket so I need to be able to search for all tickets belonging to a customer. Each ticket may have different requestors (people in my company and employees of the customer. So is somebody using RT as CRM system ? Regards Rolf Schaufelberger [EMAIL PROTECTED] ___ 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
On Dienstag 01 Mai 2007, Jesse Vincent wrote: > If, for the sake of argument, Best Practical were to rewrite RT, what > would you want to see in the new product? > > Think big. > > Jesse Hi, I would like to be able to run several RT instances with mod_perl and one installation. Better docs :-) Rights system is quite complex, not very easy to understand (no problem so far ) but it is difficult to maintain, so better UI for rights management. Regards Rolf Schaufelberger [EMAIL PROTECTED] ___ 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] Error creating tickets with the Perl API
On Montag 19 März 2007, Holger Steudle wrote: > Hi everybody, > I am trying to create tickets from a CSV file as a cronjob each night > using the Perl API of RT. > We are running RT 3.6.1 on a Debian System. I used the CliBasics Example > from the Wiki as a guideline, > but when i call RT::LoadConfig(); i get an Error "next at > /usr/share/perl5/Locale/Maketext/Lexicon.pm line 427." I only found > people with this error at installation time but there everything was > fine. > > Anybody got some hints where to look? > > I have use RT::Interface::CLI qw(CleanEnv GetCurrentUser GetMessageContent loc); in my script.Or why not use the rt scricpt for that? -- Rolf plusW Rolf Schaufelberger Beim Brünnele 6Tel. 49 7181 994 35 50 73614 Schorndorf Fax. 49 7181 994 32 75 [EMAIL PROTECTED] ___ 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] Using different Templates depending on Ticket attributes
Hi, what's the recommended way to use different Templates for the same action (and same queue) depending for instance to the subject of the Ticket ? I want to send different answers in my Autoreply mail. Currently I have implemented it by using perl code in my (queue specific) template (Solution I). Another way would be, to have two scrips with the same conditions , different prep. code and using two templates (II) or changing the templates name within my scrip action (how? ) (III) . Another usage for this requirement would be to have templates in different languages an switching the language by using a custom field. Which solution is the best to this ? Rolf Schaufelberger ___ 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] RT 3.6 and Firefox and Expires Header
Hi,
I've just installed rt3.6 and saw a lot of requests done by Firefox. Looking
a bit deeper at it I saw, that it was fetching all the .css, .js and images
all the time. Looking at the cache I saw, the 'Expires' date was set on
1970-... . So I changed my autohandler in NoAuth/css to
<%once>
use HTTP::Date;
<%init>
$r->content_type('text/css');
$r->header_out('Expires', HTTP::Date::time2str (time + 180 * 24*3600 ));
$m->call_next();
return();
and in NoAuth/js accordingly and now Firefox renders the pages much faster !
Maybe this helps somebody else.
Regards
plusW
Rolf Schaufelberger
[EMAIL PROTECTED]
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