Re: [rt-users] 4.0.2 upgrade to 4.0.5
well, after attempting to update, we're getting this * Config file /opt/rt4/etc/RT_SiteConfig.pm is locked The file isn't opened by anything, it's not listed in lsof, no .swp file or anything. Thanks in advance. -- Scott Benson System Administrator | A1 Networks Voice: 707-703-1043 For support issues please email supp...@a-1networks.com or call 707-703-1050 On 2/3/12 3:52 PM, Kevin Falcone wrote: There are database upgrades, as the README specifies, you can run make upgrade-database and it'll prompt you for your version. All of the documentation you need is in the README and the docs/UPGRADING-4.0 file. -kevin RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 & 6, 2012
[rt-users] 4.0.2 upgrade to 4.0.5
I have an RT 4.0.2 box that I'd like to update to the newest version(4.0.5). Are there any database changes, or anything that I should watch out for while upgrading? Is there a walk through available for an upgrade like this? Thanks in advance. -- Scott Benson System Administrator | A1 Networks Voice: 707-703-1043 For support issues please email supp...@a-1networks.com or call 707-703-1050 RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 & 6, 2012
Re: [rt-users] Show Quoted Text
And, of course we're on 4.0.2 :p Thanks -- Scott Benson System Administrator | A1 Networks Voice: 707-703-1043 For support issues please email supp...@a-1networks.com or call 707-703-1050 On 1/20/12 11:37 AM, Kevin Falcone wrote: On Fri, Jan 20, 2012 at 11:22:23AM -0800, Scott Benson wrote: Is there a way to expand ALL hidden quoted text? We just upgraded to RT4 and it is hiding a bunch of text on the screen based on how RT 4.0.3 and later have a Show all quoted text link -kevin the line begins. If the line begins with a | or has a> in it it marks it as quoted text. This is fine, except for the fact that I past mysql output into thickets. Here is an example of what it looks like hidden and expanded HIDDEN Show quoted text ++--+ Show quoted text ++--+ Show quoted text ++--+ 2 rows in set (1.45 sec) EXPANDED Hide quoted text mysql> select status, count(*) from table where field = "123" group by status; ++--+ Hide quoted text | status | count(*) | ++--+ Hide quoted text | Status1 | 34732 | | Status2 | 45748 | ++--+ 2 rows in set (1.45 sec) It is nice to be able to have long responses from mysql hidden so I can expand it later, but if I am trying to search for something on the screen(using ctrl+f) without expanding all Hidden Text the search comes back with nothing. I'm not sure if I'm missing it, or it is a setting somewhere I don't have access to with my user. But is it possible to either turn off the hide quoted text, or expand all quoted text when by clicking on one link? Thanks in advance. 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] Show Quoted Text
Is there a way to expand ALL hidden quoted text? We just upgraded to RT4 and it is hiding a bunch of text on the screen based on how the line begins. If the line begins with a | or has a > in it it marks it as quoted text. This is fine, except for the fact that I past mysql output into thickets. Here is an example of what it looks like hidden and expanded HIDDEN Show quoted text ++--+ Show quoted text ++--+ Show quoted text ++--+ 2 rows in set (1.45 sec) EXPANDED Hide quoted text mysql> select status, count(*) from table where field = "123" group by status; ++--+ Hide quoted text | status | count(*) | ++--+ Hide quoted text | Status1 | 34732 | | Status2 | 45748 | ++--+ 2 rows in set (1.45 sec) It is nice to be able to have long responses from mysql hidden so I can expand it later, but if I am trying to search for something on the screen(using ctrl+f) without expanding all Hidden Text the search comes back with nothing. I'm not sure if I'm missing it, or it is a setting somewhere I don't have access to with my user. But is it possible to either turn off the hide quoted text, or expand all quoted text when by clicking on one link? Thanks in advance. -- Scott Benson System Administrator | A1 Networks Voice: 707-703-1043 For support issues please email supp...@a-1networks.com or call 707-703-1050 RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 & 6, 2012
Re: [rt-users] Custom search based on full months
ok, so it doens't look possible based on the ticket search. Can I manually edit the Saved Search to do what I need it to do? I see that the Saved Search is encoded some how, is this just a basic mysql query or is it based on the fake query saved by the search page? Will this area take standard mysql functions? If so is it possible for me to decode and re-encode it? Thanks in advance. -- Scott Benson System Administrator | A1 Networks Voice: 707-703-1043 For support issues please email supp...@a-1networks.com or call 707-703-1050 On 11/7/11 11:22 AM, Kevin Falcone wrote: On Mon, Nov 07, 2011 at 11:08:48AM -0800, Scott Benson wrote: Thank you for your response Kevin. I am not seeing anything that looks like it might help me out. What I am looking for is a custom search that is based on the "current" month by name/number. I don't care about the month as "-30 day". I just want something available to have a select that shows "this month" and "last month" so customers can see their queue and what was worked on during a certain billing cycle. Is this even possible? Unfortunately, as I mentioned in the previous email, it's dependent on the featureset of ParseDate, so you'd need to know if they support it. We support a number of grouping by month things, but that's for charting not for searching. -kevin On 11/3/11 10:12 AM, Kevin Falcone wrote: On Thu, Nov 03, 2011 at 09:20:14AM -0700, Scott Benson wrote: I am looking to use RT's ticket search feature to show tickets that were created "this month", ie November 1st - November 30th. Also another search for "last month". we don't want anything that is - 30 day or - 1 month. We're trying to setup a dashboard that shows customers what is being worked on this month, and what was worked on last month. btw this is in RT 3.8.8. Thanks in advance. Those are all parsed by Time::ParseDate, so anything it can handle we can use: https://metacpan.org/module/Time::ParseDate 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
Re: [rt-users] Custom search based on full months
Thank you for your response Kevin. I am not seeing anything that looks like it might help me out. What I am looking for is a custom search that is based on the "current" month by name/number. I don't care about the month as "-30 day". I just want something available to have a select that shows "this month" and "last month" so customers can see their queue and what was worked on during a certain billing cycle. Is this even possible? -- Scott Benson System Administrator | A1 Networks Voice: 707-703-1043 For support issues please email supp...@a-1networks.com or call 707-703-1050 On 11/3/11 10:12 AM, Kevin Falcone wrote: On Thu, Nov 03, 2011 at 09:20:14AM -0700, Scott Benson wrote: I am looking to use RT's ticket search feature to show tickets that were created "this month", ie November 1st - November 30th. Also another search for "last month". we don't want anything that is - 30 day or - 1 month. We're trying to setup a dashboard that shows customers what is being worked on this month, and what was worked on last month. btw this is in RT 3.8.8. Thanks in advance. Those are all parsed by Time::ParseDate, so anything it can handle we can use: https://metacpan.org/module/Time::ParseDate -kevin 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] Custom search based on full months
I am looking to use RT's ticket search feature to show tickets that were created "this month", ie November 1st - November 30th. Also another search for "last month". we don't want anything that is - 30 day or - 1 month. We're trying to setup a dashboard that shows customers what is being worked on this month, and what was worked on last month. btw this is in RT 3.8.8. Thanks in advance. -- Scott Benson RT Training Sessions (http://bestpractical.com/services/training.html) * Barcelona, Spain November 28 & 29, 2011
Re: [rt-users] Saved Search with more information
i don't want the entirety of the time worked...only time worked based on the month. IE Time worked this month 30mins, time worked last month 255 minutes. Hence the "Transactions.Created between DATE_FORMAT(NOW(),"%Y-%m-01") - interval 0 month and DATE_FORMAT(NOW(),"%Y-%m-01") - interval -1 month" -- Scott Benson A1 Networks (707)570-2021 x203 On 8/8/11 12:37 PM, Ruslan Zakirov wrote: If everything works as expected then ticket's time worked field should hold correct sum. This value you can display in search results without custom code. Regards, Ruslan. From phone. 08.08.2011 22:39 пользователь "Scott Benson" написал: Thanks for the reply Gerard. Not sure what ColumnMap is, but basically what we're looking to do is only list tickets in a "custom search" that have had time worked, within a certain time frame. Also showing the Sum(Transactions.TimeWorked) as a field. This can be accomplished via Mysql because you can join databases and select data on a per transaction level. Example Mysql Code: select Tickets.EffectiveId, Tickets.Subject, Tickets.LastUpdated, Transactions.Created, sum(Transactions.TimeTaken) from Tickets left join Transactions on Tickets.id = Transactions.ObjectId where Transactions.Created between DATE_FORMAT(NOW(),"%Y-%m-01") - interval 0 month and DATE_FORMAT(NOW(),"%Y-%m-01") - interval -1 month group by Tickets.EffectiveId; Example Mysql Output: +-++--+-+-+ | EffectiveId | Subject | LastUpdated | Created | sum(Transactions.TimeTaken) | +-++--+-+-+ | 21984 | Example Ticket 1 | 2011-08-03 23:56:50 | 2011-08-03 00:02:50 | 510 | | 23322 | Example Ticket 2 | 2011-08-06 00:11:39 | 2011-08-03 00:52:14 | 480 | | 25497 | Example Ticket 3 | 2011-08-01 22:25:10 | 2011-08-01 22:25:10 | 180 | | 29560 | Example Ticket 4 | 2011-08-02 00:16:59 | 2011-08-02 00:16:58 | 45 | +-++--+-+-----+ 4 rows in set (0.13 sec) I hope this information helps. -- Scott Benson A1 Networks (707)570-2021 x203 On 8/8/11 8:34 AM, Gerard FENELON wrote: I am not sure but you might be looking for ColumnMap Gerard On 2011-08-05 17:43, Scott Benson wrote: No update on this? -- Scott Benson A1 Networks (707)570-2021 x203 On 8/2/11 2:13 PM, Scott Benson wrote: Is it possible to get custom information inside the "Query Builder"? We are trying to get "time worked" based on transactions between a time frame to show in a custom search. Basically we want to have a page for clients to log in with their user/pass and see a page that shows, tickets with time added between 2011-07-01 and 2011-07-31, and run a sum on the time. We have a query that works, but it requires joining Tickets and Transactions, and selecting information from the Transactions database. Does anyone know of a way that this can be accomplished. Thanks in advance. 2011 Training: http://bestpractical.com/services/training.html 2011 Training: http://bestpractical.com/services/training.html 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] Saved Search with more information
Thanks for the reply Gerard. Not sure what ColumnMap is, but basically what we're looking to do is only list tickets in a "custom search" that have had time worked, within a certain time frame. Also showing the Sum(Transactions.TimeWorked) as a field. This can be accomplished via Mysql because you can join databases and select data on a per transaction level. Example Mysql Code: select Tickets.EffectiveId, Tickets.Subject, Tickets.LastUpdated, Transactions.Created, sum(Transactions.TimeTaken) from Tickets left join Transactions on Tickets.id = Transactions.ObjectId where Transactions.Created between DATE_FORMAT(NOW(),"%Y-%m-01") - interval 0 month and DATE_FORMAT(NOW(),"%Y-%m-01") - interval -1 month group by Tickets.EffectiveId; Example Mysql Output: +-++--+-+-+ | EffectiveId | Subject | LastUpdated | Created | sum(Transactions.TimeTaken) | +-++--+-+-+ | 21984 | Example Ticket 1 | 2011-08-03 23:56:50 | 2011-08-03 00:02:50 | 510 | | 23322 | Example Ticket 2 | 2011-08-06 00:11:39 | 2011-08-03 00:52:14 | 480 | | 25497 | Example Ticket 3 | 2011-08-01 22:25:10 | 2011-08-01 22:25:10 | 180 | | 29560 | Example Ticket 4 | 2011-08-02 00:16:59 | 2011-08-02 00:16:58 | 45 | +-++--+-+-+ 4 rows in set (0.13 sec) I hope this information helps. -- Scott Benson A1 Networks (707)570-2021 x203 On 8/8/11 8:34 AM, Gerard FENELON wrote: I am not sure but you might be looking for ColumnMap Gerard On 2011-08-05 17:43, Scott Benson wrote: No update on this? -- Scott Benson A1 Networks (707)570-2021 x203 On 8/2/11 2:13 PM, Scott Benson wrote: Is it possible to get custom information inside the "Query Builder"? We are trying to get "time worked" based on transactions between a time frame to show in a custom search. Basically we want to have a page for clients to log in with their user/pass and see a page that shows, tickets with time added between 2011-07-01 and 2011-07-31, and run a sum on the time. We have a query that works, but it requires joining Tickets and Transactions, and selecting information from the Transactions database. Does anyone know of a way that this can be accomplished. Thanks in advance. 2011 Training: http://bestpractical.com/services/training.html 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] Saved Search with more information
No update on this? -- Scott Benson A1 Networks (707)570-2021 x203 On 8/2/11 2:13 PM, Scott Benson wrote: Is it possible to get custom information inside the "Query Builder"? We are trying to get "time worked" based on transactions between a time frame to show in a custom search. Basically we want to have a page for clients to log in with their user/pass and see a page that shows, tickets with time added between 2011-07-01 and 2011-07-31, and run a sum on the time. We have a query that works, but it requires joining Tickets and Transactions, and selecting information from the Transactions database. Does anyone know of a way that this can be accomplished. Thanks in advance. 2011 Training: http://bestpractical.com/services/training.html
[rt-users] Saved Search with more information
Is it possible to get custom information inside the "Query Builder"? We are trying to get "time worked" based on transactions between a time frame to show in a custom search. Basically we want to have a page for clients to log in with their user/pass and see a page that shows, tickets with time added between 2011-07-01 and 2011-07-31, and run a sum on the time. We have a query that works, but it requires joining Tickets and Transactions, and selecting information from the Transactions database. Does anyone know of a way that this can be accomplished. Thanks in advance. -- Scott Benson A1 Networks (707)570-2021 x203 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] Create ticket via email fwd
On 11/2/10 1:18 PM, Scott Benson wrote: Is it possible to have a ticket created when I forward a personal email in to RT, but have it search for the "From: Joe Schmoe " Set j...@schmoe.com as the requester, set the subject of the ticket to the original subject w/o the fwd? Also possibly email the requester letting them know they should email into a certain email to request work be done.Not sure if this is a feature that is already implemented some where but I can't seem to find any information on it. I just realized that the "From:" comment isn't that helpful, but have a way to find who the email originally came from, and set that as the requester. -- Scott
[rt-users] Create ticket via email fwd
Is it possible to have a ticket created when I forward a personal email in to RT, but have it search for the "From: Joe Schmoe " Set j...@schmoe.com as the requester, set the subject of the ticket to the original subject w/o the fwd? Also possibly email the requester letting them know they should email into a certain email to request work be done.Not sure if this is a feature that is already implemented some where but I can't seem to find any information on it. -- Scott
[rt-users] RT Scrips: Notify on stalled ticket for X days
Is there an example or a working scrip that someone has that will notify the owner of a ticket if the ticket has been stalled for 7 days? -- Scott Benson A1 Networks (707)570-2021 x203 RT Training in Washington DC, USA on Oct 25 & 26 2010 Last one this year -- Learn how to get the most out of RT!
[rt-users] Extra Buttons/Links for Display.html
Hello, I'd like to add some links where "Open" "Comment" "Reply" "Resolve" are. I'd like to add a "Quick Resolve" and a "Stall" link if possible. I know that http://Domain/Ticket/Display.html?Status=resolved&id=12345 http://Domain/Ticket/Display.html?Status=stalled&id=12345 Will work, I just don't know how to get them up there, and Show up like the "Open" shows up only when the ticket is in a status other than open. IE: Quick Resolve will be hidden when the ticket is resolved, etc... -- Scott Benson A1 Networks (707)570-2021 x203 ___ 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] Show Queue Descriptions in
I would like to be able to add the queue description to any of the drop down Queue lists found in RT. Such as the CreateTicketInQueue and Modify Ticket > Queue. If someone has done this be fore and point me in the right direction that would be great. Thanks in advance. -- Scott Benson A1 Networks (707)570-2021 x203 ___ 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] "Stalled Tickets I Own"
I want to create a box on the "RT at a glance" page that shows a
separate box for stalled tickets. Essentially it should look just like
"%% highest priority tickets I own" but just be stalled tickets.
I found that in opt/rt3/etc/initialdata there is
{ Name => 'Search - My Tickets',
Description => '[_1] highest priority tickets I own', # loc
Content =>
{ Format => "'__id__/TITLE:#',
'__Subject__/TITLE:Subject',
Priority, QueueName, ExtendedStatus",
Query => " Owner = '__CurrentUser__' AND ( Status = 'new' OR
Status = 'open')",
OrderBy => 'Priority',
Order => 'DESC' },
},
I then created an identical entry and changed it to say
{ Name => 'Search - My Stalled Tickets',
Description => '[_1] Stalled tickets I own', # loc
Content =>
{ Format => "'__id__/TITLE:#',
'__Subject__/TITLE:Subject',
Priority, QueueName, ExtendedStatus",
Query => " Owner = '__CurrentUser__' AND ( Status = 'stalled')",
OrderBy => 'Priority',
Order => 'DESC' },
},
The problem is that I don't where to edit the main page file to make a
new box and have it refrence that. Can anyone help?
--
Scott Benson
A1 Networks
(707)570-2021 x203
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[rt-users] displaying Stalled tickets
Hello, I'd like to have a RT Display tickets that are stalled in "25 highest priority tickets I own" "25 newest unowned tickets" What we want to happen is every time we send an email to a customer it stalls the ticket, unless otherwise told to resolve. If possible we'd also like stalled tickets to show up a different color from open tickets. Is this possible? -- Scott Benson A1 Networks (707)570-2021 x203 ___ 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] MessageBox size
Hello Everyone, I'm looking for a way to make the reply/comment message box bigger than the 72 wide. I edited /opt/rt3/share/html/Elements/MessageBox /opt/rt3/local/html/Elements/MessageBox /root/rt-3.6.4/html/Elements/MessageBox so that $Width => $RT::MessageBoxWidth || 72 was bigger than 20(just for testing purposes) and the size stayed the same. I'd also like to turn off word wrapping in Comments if possible. Does this seem like something that should have worked? Where did i go wrong? Scott ___ 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
