[rt-users] customfield error: date
[critical]: Unknown CustomField type: Date (/opt/rt4/share/html/Elements/BulkCustomFields:81) Does anyone have idea what's wrong with CustomField after upgrade from 4.0.13 to 4.2.0?
[rt-users] blue login bar after upgrade to RT 4.2
Hi All, there is a strange blue Login bar on the top if login page, how could I change color into Red? Attached screenshot for you to have a look. attachment: Image 1.png
[rt-users] One reminder for multiple queues
Dear All, Currently we use rt-remind to send out daily reminder for each queue. But as our number of queue growth, number of reminder email also growing. Is that possible to consolidate multiple queues reminder into single email which execute via cronjob? We found something like this: http://requesttracker.wikia.com/wiki/RtUnifiedreminder is it safe to use on RT 4.x ?
Re: [rt-users] Upgrade RT, what about plugin module?
Hi, Thanks for replying. Does it means basically no extra step should do on plugin during minor version upgrade? From: ruslan.zaki...@gmail.com [mailto:ruslan.zaki...@gmail.com] On Behalf Of Ruslan Zakirov Sent: Thursday, May 23, 2013 1:27 PM To: Thomas Lau Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Upgrade RT, what about plugin module? On Thu, May 23, 2013 at 5:15 AM, Thomas Lau thomas@principleone.commailto:thomas@principleone.com wrote: Hi, I am wondering if plugin would have problem if I perform general minor version upgrade on 4.0.x? They shouldn't. We work hard not to break backwards compatibility in minor versions and avoid database changes as much as possible. Recently we intensively use more and more plugin which I am not sure if it will drive the upgrade more complicated. We are using RT-Extension-CommandByMail, RT-Extension-RepeatTicket and RT-Extension-SLA. All these should work with recent versions of 4.0.x. -- RT Training in Seattle, June 19-20: http://bestpractical.com/training -- Best regards, Ruslan. -- RT Training in Seattle, June 19-20: http://bestpractical.com/training
[rt-users] Upgrade RT, what about plugin module?
Hi, I am wondering if plugin would have problem if I perform general minor version upgrade on 4.0.x? Recently we intensively use more and more plugin which I am not sure if it will drive the upgrade more complicated. We are using RT-Extension-CommandByMail, RT-Extension-RepeatTicket and RT-Extension-SLA. -- RT Training in Seattle, June 19-20: http://bestpractical.com/training
Re: [rt-users] Flaws on RT::Extension::RepeatTicket search
Hi Jim, How could you put a debug statement on the script? -Original Message- From: Jim Brandt [mailto:jbra...@bestpractical.com] Sent: Friday, May 17, 2013 8:47 PM To: Thomas Lau Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Flaws on RT::Extension::RepeatTicket search I did and it did show up. But the problem is that field only appear when ticket already repeat at least one time, am I correct? For example, now I create a recurrent ticket same month and day in next year, after 3 months and I did a search, OriginalTicket should not create as it haven't been repeat, please clarify if something wrong in my concept. Thanks. You're correct, the initial ticket doesn't record a link to itself which would allow you to search on it. To track down the repeating tickets that haven't repeated yet, look at the code in the rt-repeat-ticket script you schedule in cron. It looks for all tickets with attribute 'RepeatTicketSettings'. You could just put a debug statement in that script to print the ticket id of each ticket, then run the script. -- RT Training in Seattle, June 19-20: http://bestpractical.com/training
Re: [rt-users] Flaws on RT::Extension::RepeatTicket search
Dear Jim, I did and it did show up. But the problem is that field only appear when ticket already repeat at least one time, am I correct? For example, now I create a recurrent ticket same month and day in next year, after 3 months and I did a search, OriginalTicket should not create as it haven't been repeat, please clarify if something wrong in my concept. Thanks. Thomas Lau Senior Technology Analyst Principle One Limited 27/F Kinwick Centre, 32 Hollywood Road, Central, Hong Kong T +852 3555 2217 F +852 3555 M +852 3555 2017 Hong Kong . Singapore . Tokyo -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Jim Brandt Sent: Wednesday, May 15, 2013 7:46 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Flaws on RT::Extension::RepeatTicket search On 5/14/13 10:26 PM, Thomas Lau wrote: Hi, I recently tested out the new RT::Extension::RepeatTicket module, it works out great, but the search feature is basically non-existence. How could I search the original ticket which is GOING to repeat later on? Current situation there is no way to do this, please advise. Each ticket created in the recurrence should have a custom field called Original Ticket with the id of the ticket that controls the recurrence. Maybe you didn't run the 'make initdb' step when installing to create the custom field? -- RT Training in Seattle, June 19-20: http://bestpractical.com/training -- RT Training in Seattle, June 19-20: http://bestpractical.com/training
[rt-users] Flaws on RT::Extension::RepeatTicket search
Hi, I recently tested out the new RT::Extension::RepeatTicket module, it works out great, but the search feature is basically non-existence. How could I search the original ticket which is GOING to repeat later on? Current situation there is no way to do this, please advise. -- RT Training in Seattle, June 19-20: http://bestpractical.com/training
[rt-users] CommandByMailGroup setting
Hi all, CommandByMailGroup does not work in my server. May I know if this setting is correct? Set(@Plugins, qw( RT::Extension::CommandByMail RT::Extension::SLA RT::Extension::RepeatTicket )); Set($CommandByMailGroup, 310346); Set($CommandByMailGroup, 310347); Set($CommandByMailGroup, 310348); Set($CommandByMailGroup, 246519); -- RT Training in Seattle, June 19-20: http://bestpractical.com/training
Re: [rt-users] CommandByMailGroup setting
What if I need multiple groups? -Original Message- From: Jok Thuau [mailto:jth...@spacex.com] Sent: Thursday, May 09, 2013 11:54 AM To: Thomas Lau Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] CommandByMailGroup setting You can only have one I believe. Jok On May 8, 2013, at 8:15 PM, Thomas Lau thomas@principleone.commailto:thomas@principleone.com wrote: Hi all, CommandByMailGroup does not work in my server. May I know if this setting is correct? Set(@Plugins, qw( RT::Extension::CommandByMail RT::Extension::SLA RT::Extension::RepeatTicket )); Set($CommandByMailGroup, 310346); Set($CommandByMailGroup, 310347); Set($CommandByMailGroup, 310348); Set($CommandByMailGroup, 246519); -- RT Training in Seattle, June 19-20: http://bestpractical.com/training -- RT Training in Seattle, June 19-20: http://bestpractical.com/training
[rt-users] show all CC email address on email
Dear All, Does anyone know how to show all CC email address on the ticket itself when email out? Thomas Lau Senior Technology Analyst Principle One Limited 27/F Kinwick Centre, 32 Hollywood Road, Central, Hong Kong T +852 3555 2217 F +852 3555 M +852 9880 1217 Hong Kong . Singapore . Tokyo -- RT training in Amsterdam, March 20-21: http://bestpractical.com/services/training.html Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T
Re: [rt-users] RT: Scrip IsApplicable died?
Dear Ruslan, How could I tell? Which one is the core problem? -Original Message- From: ruslan.zaki...@gmail.com [mailto:ruslan.zaki...@gmail.com] On Behalf Of Ruslan Zakirov Sent: Thursday, January 31, 2013 7:40 PM To: Thomas Lau Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] RT: Scrip IsApplicable died? Hi, @Plugins options is set incorrectly or permissions on files are incorrect. On Thu, Jan 31, 2013 at 9:50 AM, Thomas Lau thomas@principleone.com wrote: Hi all, after install command by email. Something strange appear on my message log: RT: Scrip IsApplicable 43 died. - Require of RT::Condition::SLA_RequireStartsSet failed.#012Can't locate RT/Condition/SLA_RequireStartsSet.pm in @INC (@INC contains: /opt/rt4/sbin/../local/lib /opt/rt4/local/plugins/RT-Extension-CommandByMail/lib /opt/rt4/sbin/../lib /usr/local/lib64/perl5 /usr/local/share/perl5 /usr/lib64/perl5/vendor_perl /usr/share/perl5/vendor_perl /usr/lib64/perl5 /usr/share/perl5 . /etc/httpd) at (eval 2487) line 3.#012#012Stack:#012 [(eval 2487):3]#012 [/opt/rt4/sbin/../lib/RT/Scrip.pm:404]#012 [/opt/rt4/sbin/../lib/RT/Scrips.pm:225]#012 [/opt/rt4/sbin/../lib/RT/Transaction.pm:179]#012 [/opt/rt4/sbin/../lib/RT/Record.pm:1493]#012 [/opt/rt4/sbin/../lib/RT/Ticket.pm:676]#012 [/opt/rt4/local/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Em ail/Filter/TakeAction.pm:531]#012 [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1664]#012 [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1481]#012 [/opt/rt4/share/html/REST/1.0/NoAuth/mail-gateway:61]#012#012#012Stack :#012 [/opt/rt4/sbin/../lib/RT/ScripCondition.pm:171]#012 [/opt/rt4/sbin/../lib/RT/Scrip.pm:404]#012 [/opt/rt4/sbin/../lib/RT/Scrips.pm:225]#012 [/opt/rt4/sbin/../lib/RT/Transaction.pm:179]#012 [/opt/rt4/sbin/../lib/RT/Record.pm:1493]#012 [/opt/rt4/sbin/../lib/RT/Ticket.pm:676]#012 [/opt/rt4/local/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Em ail/Filter/TakeAction.pm:531]#012 [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1664]#012 [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1481]#012 [/opt/rt4/share/html/REST/1.0/NoAuth/mail-gateway:61] (/opt/rt4/sbin/../lib/RT/Scrip.pm:419) But SLA_RequireStartsSet.pm is in location of /opt/rt4/local/plugins/RT-Extension-SLA/lib/RT/Condition/SLA_RequireSt artsSet.pm How could I modify to make the error message disappear ? Thomas Lau Senior Technology Analyst Principle One Limited 27/F Kinwick Centre, 32 Hollywood Road, Central, Hong Kong T +852 3555 2217 F +852 3555 M +852 9880 1217 Hong Kong . Singapore . Tokyo -- Best regards, Ruslan.
[rt-users] template modification
Following is the current situation:
Wed Jan 16 08:31:41 2013: Request 124 was acted upon.
Transaction : Given to y by o
Queue : Test
Subject : Test Printer does not work
Owner : y
Requestors : a...@abc.com
Status : new
Ticket URL : http://domain.com/Ticket/Display.html?id=81134
Type:
Summary:
ResolvedMethodBy:
Category:
Response Time (Minutes):
SLA : platinum
Overdue:
Client Response:
DN:
Problem Status:
Rework:
Severity:
This transaction appears to have no content
___
RT-Attach-Message: yes
{$Transaction-CreatedAsString}: Request {$Ticket-id} was acted upon.
Transaction : {$Transaction-Description}
Queue : {$Ticket-QueueObj-Name}
Subject : {$Transaction-Subject || $Ticket-Subject || (No subject
given)}
Owner : {$Ticket-OwnerObj-Name}
Requestors : {$Ticket-RequestorAddresses}
Status : {$Ticket-Status}
Ticket URL : {$RT::WebURL}Ticket/Display.html?id={$Ticket-id}
{
my $CustomFields = $Ticket-QueueObj-TicketCustomFields();
while (my $CustomField = $CustomFields-Next()) {
my $CustomFieldValues=$Ticket-CustomFieldValues($CustomField-Id);
$OUT .= . $CustomField-Name;
if ($CustomFieldValues-Count) {
my $spacer;
if ( $CustomField-Type ne 'FreeformMultiple' and
$CustomField-Type ne 'SelectMultiple' ) {
$spacer = x (12 - length($CustomField-Name));
} else {
$spacer = \n;
}
$OUT .= $spacer . : ;
} else {
$OUT .= : \n;
next;
}
while (my $CustomFieldValue = $CustomFieldValues-Next) {
$OUT .= if ( $CustomField-Type eq 'FreeformMultiple' or
$CustomField-Type eq 'SelectMultiple' );
$OUT .= $CustomFieldValue-Content . \n;
}
$OUT .= \n if ( $CustomField-Type eq 'FreeformMultiple' or
$CustomField-Type eq 'SelectMultiple' );
}
$OUT;
}
{$Transaction-Content()}
How could I cut off all other field down to this?
Transaction : Given to y by o
Queue : Principle One Asia
Subject : test change owner
Owner : y
Summary:
Ticket URL : http://domain.com/Ticket/Display.html?id=81476
[rt-users] RT: Scrip IsApplicable died?
Hi all, after install command by email. Something strange appear on my message log: RT: Scrip IsApplicable 43 died. - Require of RT::Condition::SLA_RequireStartsSet failed.#012Can't locate RT/Condition/SLA_RequireStartsSet.pm in @INC (@INC contains: /opt/rt4/sbin/../local/lib /opt/rt4/local/plugins/RT-Extension-CommandByMail/lib /opt/rt4/sbin/../lib /usr/local/lib64/perl5 /usr/local/share/perl5 /usr/lib64/perl5/vendor_perl /usr/share/perl5/vendor_perl /usr/lib64/perl5 /usr/share/perl5 . /etc/httpd) at (eval 2487) line 3.#012#012Stack:#012 [(eval 2487):3]#012 [/opt/rt4/sbin/../lib/RT/Scrip.pm:404]#012 [/opt/rt4/sbin/../lib/RT/Scrips.pm:225]#012 [/opt/rt4/sbin/../lib/RT/Transaction.pm:179]#012 [/opt/rt4/sbin/../lib/RT/Record.pm:1493]#012 [/opt/rt4/sbin/../lib/RT/Ticket.pm:676]#012 [/opt/rt4/local/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm:531]#012 [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1664]#012 [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1481]#012 [/opt/rt4/share/html/REST/1.0/NoAuth/mail-gateway:61]#012#012#012Stack:#012 [/opt/rt4/sbin/../lib/RT/ScripCondition.pm:171]#012 [/opt/rt4/sbin/../lib/RT/Scrip.pm:404]#012 [/opt/rt4/sbin/../lib/RT/Scrips.pm:225]#012 [/opt/rt4/sbin/../lib/RT/Transaction.pm:179]#012 [/opt/rt4/sbin/../lib/RT/Record.pm:1493]#012 [/opt/rt4/sbin/../lib/RT/Ticket.pm:676]#012 [/opt/rt4/local/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm:531]#012 [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1664]#012 [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1481]#012 [/opt/rt4/share/html/REST/1.0/NoAuth/mail-gateway:61] (/opt/rt4/sbin/../lib/RT/Scrip.pm:419) But SLA_RequireStartsSet.pm is in location of /opt/rt4/local/plugins/RT-Extension-SLA/lib/RT/Condition/SLA_RequireStartsSet.pm How could I modify to make the error message disappear ? Thomas Lau Senior Technology Analyst Principle One Limited 27/F Kinwick Centre, 32 Hollywood Road, Central, Hong Kong T +852 3555 2217 F +852 3555 M +852 9880 1217 Hong Kong . Singapore . Tokyo
[rt-users] command by mail line breaker
Got a slight problem on command by mail. I'm trying to update a multi line test
box but I can only update it via example 1 instead of example 2, any idea how
to add in a line break?
Eg1
Cf.{Summary}: line 1
Line 2 -- this will not be recorded
Eg2
Cf.{summary}: line1 line 2
We need line 2 on the second line
Any idea how to get it working?
Thomas Lau
Senior Technology Analyst
Principle One Limited
27/F Kinwick Centre, 32 Hollywood Road, Central, Hong Kong
T +852 3555 2217 F +852 3555 M +852 9880 1217
Hong Kong . Singapore . Tokyo
[rt-users] email dashboard with grid
Dear All, Does anyone know if dashboard which scheduled to send out could include grid on table? Thomas Lau Senior Technology Analyst Principle One Limited 27/F Kinwick Centre, 32 Hollywood Road, Central, Hong Kong T +852 3555 2217 F +852 3555 M +852 9880 1217 Hong Kong . Singapore . Tokyo We're hiring! http://bestpractical.com/jobs
[rt-users] User remote ticket ID on title
Dear All, May I know what's the best method to avoid user remove ticket ID on title during email forwarding? Is that possible to insert a random string into email content at the end of email which generate by each ticket? So that RT could capture and match the string even the email being forward. Please advise. Thomas Lau Senior Technology Analyst Principle One Limited 27/F Kinwick Centre, 32 Hollywood Road, Central, Hong Kong T +852 3555 2217 F +852 3555 M +852 9880 1217 Hong Kong . Singapore . Tokyo We're hiring! http://bestpractical.com/jobs
[rt-users] extra safety on RT internal comments
Dear All, We have something call abc-inter...@clientdomain.commailto:abc-inter...@clientdomain.com which use as internal comments, sometime someone accidently send out email without -internal to cause email directly send to client, is there have a way to confirm if the internal comment is being filter and not send to client ?! Thomas Lau Senior Technology Analyst Principle One Limited 27/F Kinwick Centre, 32 Hollywood Road, Central, Hong Kong T +852 3555 2217 F +852 3555 M +852 9880 1217 Hong Kong . Singapore . Tokyo
[rt-users] SLA overdue report
Hi all, I want to know how to generate a report based on SLA extension, which will show which ticket is being overdue on SLA within this month with rt shell command line. I could do Due =, Due , Due But there is nothing call overdue function, please advise. Thomas Lau Senior Technology Analyst Principle One Limited 27/F Kinwick Centre, 32 Hollywood Road, Central, Hong Kong T +852 3555 2217 F +852 3555 M +852 9880 1217 Hong Kong . Singapore . Tokyo
Re: [rt-users] chart and number out of sync
RT 4.0.2 Thomas Lau Technology Analyst Principle One Limited 27/F Kinwick Centre, 32 Hollywood Road, Central, Hong Kong T +852 3555 2217 F +852 3555 M +852 9880 1217 Hong Kong . Singapore . Tokyo From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Gerard FENELON Sent: Friday, March 02, 2012 7:03 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] chart and number out of sync Hi Thomas I don't have a clue about your problem, but I am pretty sure that the first question will be : which version of RT are you using ? Gerard On 2012-03-02 04:06, Thomas Lau wrote: Dear All, we are suffering some strange issue where the chart and number is out of sync, anyone have idea why? [cid:image001.png@01CCF8A7.3FD62F10] Thomas Lau Technology Analyst Principle One Limited 27/F Kinwick Centre, 32 Hollywood Road, Central, Hong Kong T +852 3555 2217 F +852 3555 M +852 9880 1217 Hong Kong . Singapore . Tokyo inline: image001.png RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] chart and number out of sync
No, I don't have that ACL line on config, should I use it? -- BlackBerry solution provided by www.principleone.com - Original Message - From: rt-users-boun...@lists.bestpractical.com rt-users-boun...@lists.bestpractical.com To: rt-users@lists.bestpractical.com rt-users@lists.bestpractical.com Sent: Fri Mar 02 22:46:35 2012 Subject: Re: [rt-users] chart and number out of sync On 03/01/2012 10:06 PM, Thomas Lau wrote: Dear All, we are suffering some strange issue where the chart and number is out of sync, anyone have idea why? What's the query you're running when grouping by Owner Name in that chart? Do you have $UseSQLForACLChecks turned on in your /opt/rt4/etc/RT_SiteConfig.pm? RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012 RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] chart and number out of sync
I have seen the complex and simple queue happen same problem as well, simple as create equal today -- BlackBerry solution provided by www.principleone.com - Original Message - From: rt-users-boun...@lists.bestpractical.com rt-users-boun...@lists.bestpractical.com To: rt-users@lists.bestpractical.com rt-users@lists.bestpractical.com Sent: Fri Mar 02 23:37:03 2012 Subject: Re: [rt-users] chart and number out of sync On 03/02/2012 10:31 AM, Thomas Lau wrote: No, I don't have that ACL line on config, should I use it? Potentially. It's just a guess; I didn't dug into the charting code to see if it would fix the root cause I'm betting on. What's the query you're running when grouping by Owner Name in that chart? Can you tell me this? RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012 RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] chart and number out of sync
Mind to explain what does it do? -- BlackBerry solution provided by www.principleone.com - Original Message - From: rt-users-boun...@lists.bestpractical.com rt-users-boun...@lists.bestpractical.com To: rt-users@lists.bestpractical.com rt-users@lists.bestpractical.com Sent: Sat Mar 03 00:00:02 2012 Subject: Re: [rt-users] chart and number out of sync On 03/02/2012 10:49 AM, Thomas Lau wrote: I have seen the complex and simple queue happen same problem as well, simple as create equal today Try this in your RT_SiteConfig.pm then: Set($UseSQLForACLChecks, 1); 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] chart and number out of sync
Dear All, we are suffering some strange issue where the chart and number is out of sync, anyone have idea why? [cid:image001.png@01CCF864.75619810] Thomas Lau Technology Analyst Principle One Limited 27/F Kinwick Centre, 32 Hollywood Road, Central, Hong Kong T +852 3555 2217 F +852 3555 M +852 9880 1217 Hong Kong . Singapore . Tokyo inline: image001.png RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] HTML Emails ?
Correct me if I am wrong, but there is a mod which could modify the mail and turn to html. The problem is that when we upgrade RT it will be part of dependency to deal with in the future -- BlackBerry solution provided by www.principleone.com - Original Message - From: rt-users-boun...@lists.bestpractical.com rt-users-boun...@lists.bestpractical.com To: rt-users@lists.bestpractical.com rt-users@lists.bestpractical.com Sent: Thu Jan 19 23:42:25 2012 Subject: [rt-users] HTML Emails ? Hi, What is the status of support of HTML Emails with RT ? I noticed that they are properly received. However, I would like our support team to use HTML templates for automatic responses and also for comments/corresponds. It this supported ? I could not find anything explicit in the documentation. Thanks in adavance, Philippe -- 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] duplicated RT reply
Guys, we have some problem with duplicated ticket reply: here is how we reproduce problem: Situation 1, no duplicated reply: 1. User A created new ticket without CC anyone within the email send to helpd...@domain.com 2. when User A reply same ticket by email (which reply to helpd...@domain.com), he could CC anyone he wants and the ticket itself didn't put those CC peoples into record Situation 2, duplicated reply: 1. User B created new ticket with CC tho...@domain.com within the email send to helpd...@domain.com 2. when User B reply same ticket by email (which reply to helpd...@domain.com), he CC tho...@domain.com on the reply email 3. as because the first ticket creation, CC to tho...@domain.com being recorded into ticket, RT will send first email base on CC list itself, which contain tho...@domain.com ; Then as User B also CC to tho...@domain.com on the reply. that means Thomas is receiving two emails, first is from RT, second is from User B CC. One from RT with from User B via RT, and another one is from User B how do you guys avoid this kind of email duplication? Thanks. RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
[rt-users] opensource report generator
Does anyone use any opensource generator to generate reports from RT? Any existing template I could take a look please? Thomas Lau Technology Analyst Principle One Limited 27/F Kinwick Centre, 32 Hollywood Road, Central, Hong Kong T +852 3555 2217 F +852 3555 Hong Kong . Singapore . Tokyo RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] SLA due exceed monitor
I could set due before Dec 10 2011, but I can't set display all ticket which due before Dec 10 2011, 2PM, how do you do such query? From: rt-users-boun...@lists.bestpractical.com [rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone [falc...@bestpractical.com] Sent: Friday, December 16, 2011 7:54 AM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] SLA due exceed monitor On Fri, Dec 16, 2011 at 04:12:47AM +0800, Thomas Lau wrote: Yes, I understand the method, but not sure why due date can't define time, any idea? I'm not sure I understand the question. The SLA Extension and Due date absolutely set times. -kevin - Original Message - From: rt-users-boun...@lists.bestpractical.com rt-users-boun...@lists.bestpractical.com To: rt-users@lists.bestpractical.com rt-users@lists.bestpractical.com Sent: Fri Dec 16 04:09:48 2011 Subject: Re: [rt-users] SLA due exceed monitor On Thu, Dec 15, 2011 at 07:49:45PM +0800, Thomas Lau wrote: Guys, I am trying to monitor SLA due date using external tools like nagios or zabbix, but I haven't find a way to do that, we have SLA extension running for couple months now. Anyone could give me some advice based on rt command line or mysql queue? Use the Query Builder to search for overdue tickets, once you're happy with the results, you can run that same search from bin/rt -kevin 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
Re: [rt-users] SLA due exceed monitor
Thanks, but does query could show ticket which due date and time is 30minutes away from now? -- BlackBerry solution provided by www.principleone.com - Original Message - From: ruslan.zaki...@gmail.com ruslan.zaki...@gmail.com To: Thomas Lau Cc: rt-users@lists.bestpractical.com rt-users@lists.bestpractical.com Sent: Fri Dec 16 19:20:49 2011 Subject: Re: [rt-users] SLA due exceed monitor On Fri, Dec 16, 2011 at 13:19, Thomas Lau thomas@principleone.com wrote: I could set due before Dec 10 2011, but I can't set display all ticket which due before Dec 10 2011, 2PM, how do you do such query? Due '2011-11-10 14:00:00' -- Best regards, Ruslan. RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] SLA due exceed monitor
All work fine now, thanks -- BlackBerry solution provided by www.principleone.com - Original Message - From: ruslan.zaki...@gmail.com ruslan.zaki...@gmail.com To: Thomas Lau Cc: rt-users@lists.bestpractical.com rt-users@lists.bestpractical.com Sent: Fri Dec 16 20:32:28 2011 Subject: Re: [rt-users] SLA due exceed monitor On Fri, Dec 16, 2011 at 16:27, Thomas Lau thomas@principleone.com wrote: Thanks, but does query could show ticket which due date and time is 30minutes away from now? SearchByDates page on the wiki. -- BlackBerry solution provided by www.principleone.com - Original Message - From: ruslan.zaki...@gmail.com ruslan.zaki...@gmail.com To: Thomas Lau Cc: rt-users@lists.bestpractical.com rt-users@lists.bestpractical.com Sent: Fri Dec 16 19:20:49 2011 Subject: Re: [rt-users] SLA due exceed monitor On Fri, Dec 16, 2011 at 13:19, Thomas Lau thomas@principleone.com wrote: I could set due before Dec 10 2011, but I can't set display all ticket which due before Dec 10 2011, 2PM, how do you do such query? Due '2011-11-10 14:00:00' -- Best regards, Ruslan. RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012 -- Best regards, Ruslan. RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
[rt-users] SLA due exceed monitor
Guys, I am trying to monitor SLA due date using external tools like nagios or zabbix, but I haven't find a way to do that, we have SLA extension running for couple months now. Anyone could give me some advice based on rt command line or mysql queue? -- BlackBerry solution provided by www.principleone.com RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] SLA due exceed monitor
Yes, I understand the method, but not sure why due date can't define time, any idea? -- BlackBerry solution provided by www.principleone.com - Original Message - From: rt-users-boun...@lists.bestpractical.com rt-users-boun...@lists.bestpractical.com To: rt-users@lists.bestpractical.com rt-users@lists.bestpractical.com Sent: Fri Dec 16 04:09:48 2011 Subject: Re: [rt-users] SLA due exceed monitor On Thu, Dec 15, 2011 at 07:49:45PM +0800, Thomas Lau wrote: Guys, I am trying to monitor SLA due date using external tools like nagios or zabbix, but I haven't find a way to do that, we have SLA extension running for couple months now. Anyone could give me some advice based on rt command line or mysql queue? Use the Query Builder to search for overdue tickets, once you're happy with the results, you can run that same search from bin/rt -kevin RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
[rt-users] random error
Guys, we are having strange random error as following when cronjob run every hour: [error]: Caught exception: Vertical size too small at /opt/rt4/share/html/Search/Chart line 186. (/opt/rt4/sbin/../lib/RT/Dashboard/Mailer.pm:117) Cronjob list: rt-email-dashboards rt-clean-sessions --older 7D google didn't help, anyone could give me some advice please? RT Training Sessions (http://bestpractical.com/services/training.html) * Boston TBA
Re: [rt-users] random error
It is a command, rerun on shell give same error, but one hour later I we rerun it, it just fine. -- BlackBerry solution provided by www.principleone.com From: pleh.i...@gmail.com pleh.i...@gmail.com To: Thomas Lau Cc: rt-users@lists.bestpractical.com rt-users@lists.bestpractical.com Sent: Wed Nov 30 19:48:13 2011 Subject: Re: [rt-users] random error Hi, What happens when you manually run one of those commands? (which one is the culprit?) Or does it work as intended when you manually run it? I assume it's the rt-email-dashboards command, but I'd like to be sure. -- Bart Op 30 november 2011 07:15 schreef Thomas Lau thomas@principleone.commailto:thomas@principleone.com het volgende: Guys, we are having strange random error as following when cronjob run every hour: [error]: Caught exception: Vertical size too small at /opt/rt4/share/html/Search/Chart line 186. (/opt/rt4/sbin/../lib/RT/Dashboard/Mailer.pm:117) Cronjob list: rt-email-dashboards rt-clean-sessions --older 7D google didn’t help, anyone could give me some advice please? RT Training Sessions (http://bestpractical.com/services/training.html) * Boston — TBA RT Training Sessions (http://bestpractical.com/services/training.html) * Boston TBA
Re: [rt-users] random error
We didn't change anything and sometime it happen, we found out some client name is super long, is there have any length limit for graphing? -- BlackBerry solution provided by www.principleone.com From: pleh.i...@gmail.com pleh.i...@gmail.com To: Thomas Lau Cc: rt-users@lists.bestpractical.com rt-users@lists.bestpractical.com Sent: Wed Nov 30 19:54:34 2011 Subject: Re: [rt-users] random error Has it always been giving this error? Or is this something that happend after an update/some other change? -- Bart Op 30 november 2011 12:49 schreef Thomas Lau thomas@principleone.commailto:thomas@principleone.com het volgende: It is a command, rerun on shell give same error, but one hour later I we rerun it, it just fine. -- BlackBerry solution provided by www.principleone.comhttp://www.principleone.com From: pleh.i...@gmail.commailto:pleh.i...@gmail.com pleh.i...@gmail.commailto:pleh.i...@gmail.com To: Thomas Lau Cc: rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com Sent: Wed Nov 30 19:48:13 2011 Subject: Re: [rt-users] random error Hi, What happens when you manually run one of those commands? (which one is the culprit?) Or does it work as intended when you manually run it? I assume it's the rt-email-dashboards command, but I'd like to be sure. -- Bart Op 30 november 2011 07:15 schreef Thomas Lau thomas@principleone.commailto:thomas@principleone.com het volgende: Guys, we are having strange random error as following when cronjob run every hour: [error]: Caught exception: Vertical size too small at /opt/rt4/share/html/Search/Chart line 186. (/opt/rt4/sbin/../lib/RT/Dashboard/Mailer.pm:117) Cronjob list: rt-email-dashboards rt-clean-sessions --older 7D google didn’t help, anyone could give me some advice please? RT Training Sessions (http://bestpractical.com/services/training.html) * Boston — TBA RT Training Sessions (http://bestpractical.com/services/training.html) * Boston TBA
