[rt-users] Trying to create an "ITIL Change Management" queue
Hi All, I'm running RT 4.4.1, on BackBox Linux 4.6 (GNU/Linux 4.2.0-42-generic x86_64). I'm trying to replace a bespoke ITIL Change Management system that we're about to lose access to. The old system was cobbled together on SalesForce & was essentially a matter of pressing a "New Change" button, filling out a Change Request form, then submitting it for approval. The system then forwards the change to the "Technical Approver", then when they approve the CR, it goes to the CAB1, then CAB2, then the Customer Scheduler & finally, back to the requester, as an approved change request (if you've done your homework & satisfied everybody). I've knocked up a change form, purely to show the sort of thing we have now - it's non-functional, other than to remind me of what I'm trying to replace - this is a snapshot of that form: https://furrie.net/sites/default/files/images/ChangeForm.png There are loads of systems that say they're change management tools, but they mean inventory/asset/hardware/software change management. I figured that RT was probably my best bet, as I can install it and see if I can even get close to what I want. It's quite the learning curve. I feel like I don't really know what to google for, in respect of my desired functionality (it took me a day of fumbling about, to realise that I had to log in as root, to see any configuration options - seriously, it made me feel old *sigh* I've created some users, some groups, a ChangeQ queue, and some custom fields, but right now, I'm in the dark as to how/if I can tie them all together, to get an approximation of the desired system. Please can you lovely, friendly rt-users let me know if what I'm trying to achieve, is even possible? I wouldn't want to bash my head against the wall for a week, only to find out I've wasted my time. If you could point me towards any resources that might aid my quest, please do! Please be gentle, this is my first time. Thanks, -- Chris Phillips - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Boston - October 24-26 * Los Angeles - Q1 2017
[rt-users] Mailto link in template
I'm trying to embed a mailto: HTML code into my ticket creation
template so that the customer can click the link and this will generate
a blank email with the ticket info in the subject that can use for a
reply, that the system can then parse into the ticket. The mail to
address would vary according to the group or queue it was created for.
I tried this:
HREF="mailto:{$Ticket->QueueObj->CorrespondAddress()}?subject=[{$Ticket->QueueObj->SubjectTag
|| $rtname} #{$Ticket->id}] {$Ticket->Subject()}
">To Email RNS about the ticket
While I know this is wrong, perhaps it will give you a better idea of
what I,m trying to do.
Thanks,
David
System Admin
RNS
Running RT 3.8.7
RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] Concise Spreadsheet Extension
OK so this might work, but does anyone know how to create a query for tickets created today? I see you can select a date, but how would I do a query for " the current days activity only, without having to go back and select "today" from the calender each day? Thanks, David System Admin RNS Running RT 3.8.7 On 9/17/2010 4:11 PM, Kenneth Crocker wrote: David, If you're going to email it, just set the Query up on a Dashboard. No downloading, re-formatting or anything. Kenn LBNL On Fri, Sep 17, 2010 at 2:47 PM, Sysadmin <mailto:sysad...@ruralnetwork.net>> wrote: Anyone know how to configure the Concise Spreadsheet Extension? I am trying to use the extension as a means of creating a simple daily activity report that can be emailed to management. Thanks, David System Admin RNS Running RT 3.8.7 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 Training in Washington DC, USA on Oct 25& 26 2010 Last one this year -- Learn how to get the most out of RT! 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] Concise Spreadsheet Extension
Anyone know how to configure the Concise Spreadsheet Extension? I am trying to use the extension as a means of creating a simple daily activity report that can be emailed to management. Thanks, David System Admin RNS Running RT 3.8.7 RT Training in Washington DC, USA on Oct 25 & 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] Linked fields
I'm trying to add Custom Fields in the Requester area of the ticket. I
got the first Custom Value, but cannot get the second custom value?
the first was:
<&|/l&>Account #::
> <% ($requestor->FirstCustomFieldValue('Room') ||
> loc("No Account # entered for this user")) %>
and I tried:
# <&|/l&>IP::
# <% ($requestor-> SecondCustomFieldValue('IP Address')
|| loc("No IP Address entered for this user")) %>
For the second, but that doesn't work. any Ideas?
Thanks,
David
System Admin
RNS
Running RT 3.8.7
On 8/16/2010 9:40 AM, Björn Schulz wrote:
Hi David,
I use user CFs and a customized ShowRequestor in
.../Ticket/Elements/ShowRequestor. Not a special service Ticket.
<&|/l&>Phone::
<% ($requestor->WorkPhone || loc("No WorkPhone
entered about this user")) %>
or
<&|/l&>Room::
<% ($requestor->FirstCustomFieldValue('Room') ||
loc("No room entered about this user")) %>
Hope this helps
Björn
Am 13.08.10 23:18, schrieb Sysadmin:
Is there a way to " link"custom fields? So, I trying to link custom
field data, so that custom fields like Account #, Customer Equip, Phone
#, that exist in a service ticket and in the user information, will
populate each other, ie in creating a service ticket for a /new
custome/r, the linked custom field data input in the ticket will
populate the user information custom field data. And vice-versa if the
customer already exists, then the ticket, would pull data from the user
information data.
David
System Admin
RNS
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 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] Ticket History
Is there a way to show just ticket history for a customer? Maybe a ticket tab for the user/customer that would display only tickets for that customer and show only the replys (not comments or other details for those tickets) and not the complete user history? So a clean concise way of viewing the users past trouble tickets. Thanks, David System Admin RNS Running RT 3.8.7 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] Searching Unprivileged Users
Currently we have RT configured so that support staff are privileged users, and customers are unprivileged users which Are also part of the "Customers" group. I'm look for an easy way to search the unprivileged users, RT only shows privileged users, and groups only let you add or remove users, not edit the users in the group.RT adds the unprivileged user from the ticket creation. So it is very easy to accidentally create a bogus user in the system that is simply created as an unprivileged user. Thanks, David System Admin RNS Running RT 3.8.7 RT Training in Washington DC, USA on Oct 25 & 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] Extensions
Thanks guys, I got it. They all work fine now. David On 8/25/2010 12:55 PM, Michael Finn wrote: Set(@Plugins,(qw(RT::FM))); Set(@Plugins,(qw(RTx::EmailCompletion))); Set(@Plugins,(qw(RT::Extension::ToggleSuperUser))); Set(@Plugins,(qw(RT::Extension::QueueDeactivatedScrips))); How should I list this? And do I reinstall then after I correct this, or just correct the "Set(@Plugins, ...)" line and restart Apache? Set(@Plugins,(qw(RT::FM RTx::EmailCompletion RT::Extension::ToggleSuperUser RT::Extension::QueueDeactivatedScrips))); (above is one line) No reinstall necessary; just bounce Apache. 'qw' takes a space-separated list and turns it into the quoted list format needed for the Set command. (see http://perlmeme.org/howtos/perlfunc/qw_function.html for examples) Mike RT Training in Washington DC, USA on Oct 25 & 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] Extensions
Yes the one from github. And yes I have mutiple plug in lines. Set(@Plugins,(qw(RT::FM))); Set(@Plugins,(qw(RTx::EmailCompletion))); Set(@Plugins,(qw(RT::Extension::ToggleSuperUser))); Set(@Plugins,(qw(RT::Extension::QueueDeactivatedScrips))); How should I list this? And do I reinstall then after I correct this, or just correct the "Set(@Plugins, ...)" line and restart Apache? Thanks, David System Admin RNS Running RT 3.8.7 On 8/25/2010 12:01 PM, Michael Finn wrote: First thing I always check on multiple extensions is whether they are all in the same "Set(@Plugins, ...)" line in the RT_SiteConfig.pm file. Multiple Set Plugins lines will override rather than append. Mike *From:* rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] *On Behalf Of *Torsten Brumm *Sent:* Wednesday, August 25, 2010 11:49 AM *To:* Sysadmin *Cc:* rt-users@lists.bestpractical.com *Subject:* Re: [rt-users] Extensions Which version you installed from QueueDeactivatedScrp? The one from github? 2010/8/25 Sysadmin <mailto:sysad...@ruralnetwork.net>> Is there an Extension compatibility list around. I recently installed the QueueDeactivatedScrip which work very well, then installed the EmailCompletion extention which also works well only to find that my QueueDeactivatedScrip no longer worked. I there anyway of determining compatibility between extensions? or is it mostly trial and error? How do troubleshoot a broken Extension? Thanks, David System Admin RNS Running RT 3.8.7 RT Training in Washington DC, USA on Oct 25 & 26 2010 Last one this year -- Learn how to get the most out of RT! -- MFG Torsten Brumm http://www.brumm.me http://www.elektrofeld.de 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] Extensions
Is there an Extension compatibility list around. I recently installed the QueueDeactivatedScrip which work very well, then installed the EmailCompletion extention which also works well only to find that my QueueDeactivatedScrip no longer worked. I there anyway of determining compatibility between extensions? or is it mostly trial and error? How do troubleshoot a broken Extension? Thanks, David System Admin RNS Running RT 3.8.7 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] Modify spreadsheet
Is it possible to modify the fields included in spreadsheet output? I would like to exclude som of the existing fields and include some data from some CF. Thanks, David System Admin RNS RT Training in Washington DC, USA on Oct 25 & 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] Modify spreadsheet
Ok, so does it work with 3.8.7/.8? and if so what need to be modified to include the custom fields. Thanks, David System Admin RNS On 8/25/2010 9:51 AM, Raed El-Hames wrote: Torsten; Are you saying there Is a newer version ?? I Can't find it ?? I know that version 002 works with RT 3.8.7/.8 -- I had to fix a couple of bugs , in particular when the result set include custom fields. Roy *From:* Torsten Brumm [mailto:torsten.br...@googlemail.com] *Sent:* 25 August 2010 12:11 *To:* Raed El-Hames *Cc:* Sysadmin; rt-users@lists.bestpractical.com *Subject:* Re: [rt-users] Modify spreadsheet Oups, it is "slightly" outdated since 4 Years?!? 2010/8/25 Raed El-Hames <mailto:raed.el-ha...@vialtus.com>> Hi; Its probably easier to install the ConciseSpreadsheet extension: http://search.cpan.org/~jesse/RT-View-ConciseSpreadsheet-0.002/ <http://search.cpan.org/%7Ejesse/RT-View-ConciseSpreadsheet-0.002/> It allows you to export your search results (whatever fields selected for the search display columns) into a spreadsheet Roy > -Original Message- > From: rt-users-boun...@lists.bestpractical.com <mailto:rt-users-boun...@lists.bestpractical.com> [mailto:rt-users- <mailto:rt-users-> > boun...@lists.bestpractical.com <mailto:boun...@lists.bestpractical.com>] On Behalf Of Sysadmin > Sent: 24 August 2010 21:14 > To: rt-users@lists.bestpractical.com <mailto:rt-users@lists.bestpractical.com> > Subject: [rt-users] Modify spreadsheet > > Is it possible to modify the fields included in spreadsheet output? I > would like to exclude some of the existing fields and include some data > from some CF. > > Thanks, > > David > System Admin > RNS > > 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 Training in Washington DC, USA on Oct 25 & 26 2010 Last one this year -- Learn how to get the most out of RT! -- MFG Torsten Brumm http://www.brumm.me http://www.elektrofeld.de 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] Modify spreadsheet
Is it possible to modify the fields included in spreadsheet output? I would like to exclude some of the existing fields and include some data from some CF. Thanks, David System Admin RNS RT Training in Washington DC, USA on Oct 25 & 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] Linked fields
Björn,
Yes this worked well and I think I can use this, thank you.
However, how do you list the second custom value? I tried
# <&|/l&>IP::
# <% ($requestor-> SecondCustomFieldValue('IP Address')
|| loc("No IP Address entered for this user")) %>
But that doesn't work. any Ideas?
Thanks,
David
System Admin
RNS
On 8/16/2010 9:40 AM, Björn Schulz wrote:
Hi David,
I use user CFs and a customized ShowRequestor in
.../Ticket/Elements/ShowRequestor. Not a special service Ticket.
<&|/l&>Phone::
<% ($requestor->WorkPhone || loc("No WorkPhone
entered about this user")) %>
or
<&|/l&>Room::
<% ($requestor->FirstCustomFieldValue('Room') ||
loc("No room entered about this user")) %>
Hope this helps
Björn
Am 13.08.10 23:18, schrieb Sysadmin:
Is there a way to " link"custom fields? So, I trying to link custom
field data, so that custom fields like Account #, Customer Equip, Phone
#, that exist in a service ticket and in the user information, will
populate each other, ie in creating a service ticket for a /new
custome/r, the linked custom field data input in the ticket will
populate the user information custom field data. And vice-versa if the
customer already exists, then the ticket, would pull data from the user
information data.
David
System Admin
RNS
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 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] RT report generator
I'm trying to create a daily activity report for the 'support queue' that can be printed or email. Anyone ever used ASCOMs RT report generator? Pearl modules are installed, but where does the rt-report.pl file go? David System Admin RNS 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] Linked fields
Is there a way to " link"custom fields? So, I trying to link custom field data, so that custom fields like Account #, Customer Equip, Phone #, that exist in a service ticket and in the user information, will populate each other, ie in creating a service ticket for a /new custome/r, the linked custom field data input in the ticket will populate the user information custom field data. And vice-versa if the customer already exists, then the ticket, would pull data from the user information data. David System Admin RNS 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] Custom Fields in Scripts and Templates
What is the correct syntax for inserting custom field data into scripts and templates? We have a service queue with a custom field (type of ticket = locate or repair). So, I want to create a script to read the type of ticket then dispatch an email with custom field data inserted in the email i.e. Service # Account# etc. Thanks, David System Admin RNS RT Training in Washington DC, USA on Oct 25 & 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] Script Codes
This script is not working any other ideas. I got the template itself
fixed by Changing the 'Name" field to 'RealName' but I cannot get RT to
send it when owner changes from Nobody to on of my support staff. I get
the object of the script, when the onwer value changes and old value was
'10' (Nobody) return a value of 1. Perhaps something is missing from the
script?
Thanks,
David
System Admin
RNS
On 8/6/2010 9:41 AM, Raed El-Hames wrote:
I think I understand;
You can create a custom scrip with
Condition: User Defined
Custom condition:
if ($self->TransactionObj->Field eq 'Owner' and $self->TransactionObj->OldValue
== 10) {
return 1;
}
return undef;
10 : is the default Users.id value for the nobody user.
Good luck;
Roy
-Original Message-
From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-
boun...@lists.bestpractical.com] On Behalf Of Sysadmin
Sent: 06 August 2010 16:08
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Script Codes
Roy,
We are using currently using 3.8.7. Due to our workflow we combine
the creation and assignment. sending the customer one email informing
the customer of the ticket creation and who is working the issue.
However, by using the change owner as trigger, We can no longer use
the
change owner script in the event of an escalation, or other change
owner
event, because that script is now attached to the creation-assignment
template. By creating a "nobody" to "somebody" owner script and
attaching that to the creation-assignment template. It would leave the
owner change script free for a true owner change/escalation event Hope
that makes a little more sense.
Thanks,
David
System Admin
RNS
On 8/6/2010 3:47 AM, Raed El-Hames wrote:
Hi David;
What version of RT are you using, if its 3.8.8 then you should be
able to change the user name format from
lib/RT/Config.pm
With regard to owner script, I am not quite sure what do you mean by
" does not allow me to use owner change as it was intended"
What does n't not do ??
Roy
-Original Message-
From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-
boun...@lists.bestpractical.com] On Behalf Of Sysadmin
Sent: 06 August 2010 01:55
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Script Codes
Is there a cheatsheet of RT script codes? and/or fieldcodes
Specifically, I'm looking to insert the "Real Name" of the user
assigned to a ticket. (currently inserts username)
also I'd like to generate the Email notification when the ticket is
first assigned from "nobody" to "somebody"
I'm currently using the owner change script. which sorta works, but
does
not allow me to use owner change as it was intended.
Thanks,
David
System Administrator
RNS
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Script Codes
Roy, We are using currently using 3.8.7. Due to our workflow we combine the creation and assignment. sending the customer one email informing the customer of the ticket creation and who is working the issue. However, by using the change owner as trigger, We can no longer use the change owner script in the event of an escalation, or other change owner event, because that script is now attached to the creation-assignment template. By creating a "nobody" to "somebody" owner script and attaching that to the creation-assignment template. It would leave the owner change script free for a true owner change/escalation event Hope that makes a little more sense. Thanks, David System Admin RNS On 8/6/2010 3:47 AM, Raed El-Hames wrote: Hi David; What version of RT are you using, if its 3.8.8 then you should be able to change the user name format from lib/RT/Config.pm With regard to owner script, I am not quite sure what do you mean by " does not allow me to use owner change as it was intended" What does n't not do ?? Roy -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users- boun...@lists.bestpractical.com] On Behalf Of Sysadmin Sent: 06 August 2010 01:55 To: rt-users@lists.bestpractical.com Subject: [rt-users] Script Codes Is there a cheatsheet of RT script codes? and/or fieldcodes Specifically, I'm looking to insert the "Real Name" of the user assigned to a ticket. (currently inserts username) also I'd like to generate the Email notification when the ticket is first assigned from "nobody" to "somebody" I'm currently using the owner change script. which sorta works, but does not allow me to use owner change as it was intended. Thanks, David System Administrator RNS Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Script Codes
Is there a cheatsheet of RT script codes? and/or fieldcodes Specifically, I'm looking to insert the "Real Name" of the user assigned to a ticket. (currently inserts username) also I'd like to generate the Email notification when the ticket is first assigned from "nobody" to "somebody" I'm currently using the owner change script. which sorta works, but does not allow me to use owner change as it was intended. Thanks, David System Administrator RNS Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Custom Fields
Is it possible to change the size of the wikitext box? Ideally I would like to display a large rectangular box under the issue description text area David System Administrator RNS Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Custom Fields
Is there a way to apply custom fields to ticket bound for a specific queue i. e. ticket created for billing have one set of custom fields and tickets created for tech support have a different set of custom fields? Thank you, David System Administrator Rural Network Services, Inc. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Radius Aurhentication
Is there a way to apply custom fields to ticket bound for a specific queue i. e. ticket created for billing have one set of custom fields and tickets created for tech support have a different set of custom fields? Thank you, David System Administrator Rural Network Services, Inc. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Radius Aurhentication
Is there a way to separate Staff from Customers. We have a Helpdesk, whereby Support Staff are issuing tickets for a group of Customers. My two questions are: 1- Can Support Staff issue a ticket for the customer? what is the best way to do this? 2- Can we utilize the radius server in our mail server to generate that customer info? what is the best way to do this? Thank you, David System Administrator Rural Network Services, Inc. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
