Re: [rt-users] Ticket Lifetime Report
Hi Ryan, great to hear you need the same report, cause I'm very limited in RT hacking. I'll be waiting for that script when you get it done. Thx, Seb.- On Fri, Jul 1, 2011 at 4:43 PM, Ryan Frantz wrote: > - Original Message ----- >> From: seb...@gmail.com >> To: "Ryan Frantz" , >> rt-users@lists.bestpractical.com >> Sent: Friday, July 1, 2011 3:16:20 PM >> Subject: Re: [rt-users] Ticket Lifetime Report >> Hi Ryan, >> We were looking for this type of report, but with some difference... >> Instead of calculate "created to resolved time", we are looking for a >> "created to open time" approach. This is because our SLA's are based >> on time to reply instead of time to resolution. >> >> Can you please point me in the right direction to modify the script so >> to reflect this? > > Seb, > > I've only just started hacking RT, but I believe you'll need to iterate over > the transactions for a given ticket to find a transaction type of 'Status' > and check it's OldValue for 'new' and a NewValue of 'open', then read the > Created field (I'm assuming it returns an RT::Date object). > > Interestingly, I am looking to report on the same service level so I may have > something written for this as well. I'll race you to the finish... > > Ryan > > >> >> Many Thanks, >> Seb.- >> >> On Fri, Jul 1, 2011 at 4:09 PM, John Alberts >> wrote: >> > Very nice. Thank you. >> > >> > -- >> > >> > John Alberts >> > >> > Cloud Optimization Engineer >> > >> > Ex Libris (USA) Inc. >> > 1350 E. Touhy Ave. Suite 200 East >> > Des Plaines, IL 60018 >> > Phone: 1-219-979-6560 >> > >> > >> > >> > Follow Ex Libris on Twitter: @exlibrisgroup >> > >> > From: Ryan Frantz >> > Date: Fri, 1 Jul 2011 12:28:56 -0400 >> > To: >> > Subject: [rt-users] Ticket Lifetime Report >> > >> > Fellow Users, >> > I've written a short script that will generate a simple report >> > illustrating >> > the lifetime of resolved tickets. It's useful for determining if >> > your >> > support desk is meeting service levels (i.e. tickets resolved in <= >> > 7 days). >> > I plan on taking it further in the near future including adding >> > email >> > support and integrating it into the web interface. For now, you can >> > see/get >> > the code at >> > http://requesttracker.wikia.com/wiki/Ticket_Lifetime_Report. >> > Ryan Frantz >> > Technical Services Director >> > InforMed, LLC >> > 410-972-2025 x2131 >> > ryanfra...@informed-llc.com >> > 2011 Training: >> > http://bestpractical.com/services/training.html >> > >> > >> > 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] Ticket Lifetime Report
Hi Ryan, We were looking for this type of report, but with some difference... Instead of calculate "created to resolved time", we are looking for a "created to open time" approach. This is because our SLA's are based on time to reply instead of time to resolution. Can you please point me in the right direction to modify the script so to reflect this? Many Thanks, Seb.- On Fri, Jul 1, 2011 at 4:09 PM, John Alberts wrote: > Very nice. Thank you. > > -- > > John Alberts > > Cloud Optimization Engineer > > Ex Libris (USA) Inc. > 1350 E. Touhy Ave. Suite 200 East > Des Plaines, IL 60018 > Phone: 1-219-979-6560 > > > > Follow Ex Libris on Twitter: @exlibrisgroup > > From: Ryan Frantz > Date: Fri, 1 Jul 2011 12:28:56 -0400 > To: > Subject: [rt-users] Ticket Lifetime Report > > Fellow Users, > I've written a short script that will generate a simple report illustrating > the lifetime of resolved tickets. It's useful for determining if your > support desk is meeting service levels (i.e. tickets resolved in <= 7 days). > I plan on taking it further in the near future including adding email > support and integrating it into the web interface. For now, you can see/get > the code at http://requesttracker.wikia.com/wiki/Ticket_Lifetime_Report. > Ryan Frantz > Technical Services Director > InforMed, LLC > 410-972-2025 x2131 > ryanfra...@informed-llc.com > 2011 Training: http://bestpractical.com/services/training.html > > > 2011 Training: http://bestpractical.com/services/training.html > 2011 Training: http://bestpractical.com/services/training.html
[rt-users] RT Authentication with Joomla (CB)
Hi folks, We want our clients to register and access specific resources from our Joomla CMS platform with Community Builder plugin. It will be great to get the same user and password from the Joomla DB to auto-validate within RT to access Self Service. Someone in the list steps into the same request? If so can you share how this integration can be made? Many thanks, Seb.- 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] RT 4.0rc1 install error
On Thu, Jan 6, 2011 at 7:13 PM, Odhiambo Washington wrote: > You really have more problems not related to RT! > I'd be surprised if your Apache instance runs when you exclude RT > configuration from it. Does it?? My apache runs 4 other applications normally. When i configure the apache as the docs i got the apache to crash. Maybe someone can paste his apache setup to compare with? Thanks
Re: [rt-users] RT 4.0rc1 install error
Thanks guys, i did the changes, and now apache starts fine but i cant access the RT Web. error.log says: [Thu Jan 06 18:56:42 2011] [error] (1)Operation not permitted: mod_mime_magic: can't read magic file /opt/rt4/conf/magic [Thu Jan 06 18:56:42 2011] [notice] Digest: generating secret for digest authentication ... [Thu Jan 06 18:56:42 2011] [notice] Digest: done [Thu Jan 06 18:56:42 2011] [notice] mod_python: Creating 4 session mutexes based on 256 max processes and 0 max threads. [Thu Jan 06 18:56:42 2011] [error] (2)No such file or directory: could not create /opt/rt4/run/httpd.pid [Thu Jan 06 18:56:42 2011] [error] httpd: could not log pid to file /opt/rt4/run/httpd.pid On Thu, Jan 6, 2011 at 6:36 PM, Kevin Falcone wrote: > On Thu, Jan 06, 2011 at 06:32:02PM -0300, seb...@gmail.com wrote: >> Hello, I'm installing a 4.0rc1 instance for test purposes. >> >> All steps when fine but when restarting apache i get this error: >> "Can't locate /opt/rt4/bin/webmux.pl in @INC (@INC contains: >> /usr/lib/perl5/site_perl/5.8.8/i386-linux-thread-multi >> /usr/lib/perl5/site_perl/5.8.7/i386-linux-thread-multi" >> >> My apache setup is this (same as running 3.6: > > Please have a look through the README when upgrading. > It points to the new deployment documentation. That is not a valid > apache config for 4.0. > > -kevin > >> >> DocumentRoot /opt/rt4/share/html >> ErrorLog logs/rt >> PerlRequire /opt/rt4/bin/webmux.pl >> >> SetHandler default >> >> >> Order allow,deny >> Allow from all >> SetHandler perl-script >> PerlResponseHandler RT::Mason >> >> >> >> Thanks! >> Seb.- >
[rt-users] RT 4.0rc1 install error
Hello, I'm installing a 4.0rc1 instance for test purposes. All steps when fine but when restarting apache i get this error: "Can't locate /opt/rt4/bin/webmux.pl in @INC (@INC contains: /usr/lib/perl5/site_perl/5.8.8/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.7/i386-linux-thread-multi" My apache setup is this (same as running 3.6: DocumentRoot /opt/rt4/share/html ErrorLog logs/rt PerlRequire /opt/rt4/bin/webmux.pl SetHandler default Order allow,deny Allow from all SetHandler perl-script PerlResponseHandler RT::Mason Thanks! Seb.-
[rt-users] Upgrade Error
Hi, we are upgrading from 3.9.4 to 3.9.6. The 'make upgrade' went ok but after the '/opt/rt3/sbin/rt-setup-database --dba root --prompt-for-dba-password --action upgrade' we get this output: [r...@rt rt-3.9.6]# /opt/rt3/sbin/rt-setup-database --dba root --prompt-for-dba-password --action upgrade Can't coerce array into hash at /opt/rt3/sbin/../lib/RT/Lifecycle.pm line 599. Compilation failed in require at /opt/rt3/sbin/../lib/RT.pm line 415. Any clue? Thanks.-
[rt-users] Language on RT 3.9.4
Hi list, On 3.9.4 we can switch the user language. It always displays in default English, no matter what language we select. Any help? Thanks.- 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] Templates after upgrade
Hi, just upgrade to 3.9.4 to test the new version. All process went ok.
Doing some testing i notice that the codes within the templates is not
working as expected. Example - On create a new Ticket i do receive the
email, but instead of the subject i gpt "AutoReply:
{$Ticket->Subject}".
Any advice?
Thanks.
Seb.
RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] Help with some bounce emails
On Sun, Oct 3, 2010 at 10:56 PM, Leigh Havas wrote: > I had the same problem. > Try using this in your RT_SiteConfig.pm: > > #Make outbound email go via queue email address > Set($SetOutgoingMailFrom, 1); I dont see that code in RT_SiteConfig at RT 3.6.10. You mean i need to add it? 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] Help with some bounce emails
Hello List, We are experiencing some bounced email using the default sendmailpipe on the RT box. This is an example of a bounce: Remote host said: 550-Verification failed for 550-Called: XXX.XXX.XXX.XXX 550-Sent: RCPT TO: Any help? Thanks Seb.- 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] SMTP for email
On Thu, Sep 30, 2010 at 2:42 AM, Emmanuel Lacour wrote: > On Tue, Sep 28, 2010 at 03:25:11PM -0300, seb...@gmail.com wrote: >> Hi Folks, >> >> Is there any way we could use our external qmail server to handle RT >> outgoing emails, instead of the default internal sendmailpipe? >> If so, setup details will be appreciated. >> > > From RT_Config.pm > > C<$MailCommand> defines which method RT will use to try to send mail. > We know that 'sendmailpipe' works fairly well. If 'sendmailpipe' > doesn't work well for you, try 'sendmail'. Other options are 'smtp' > or 'qmail'. I saw that line, but were to but the SMTP IP, account details, etc.-? Remember we are on 3.6.10 > so you can use smtp. THought, it can be less reliable if your smtp > server went unavailable. Also, as you propably set up your RT on an Unix > box, this is very recommended to have a small smtp sendmail compatible > on it to handle system emails. So why not use it for you're outgoing > emails and set your qmail as a relayhost for this smtp? We prefer to have smtp centralized. 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] SMTP for email
Hi Folks, Is there any way we could use our external qmail server to handle RT outgoing emails, instead of the default internal sendmailpipe? If so, setup details will be appreciated. We are on RT 3.6.10. Many Thanks! Seb. 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 at a Glance modification
Hi list, I notice that under version 3.8.2 the length of the subject adjusts into the RT at a Glance page, seen the "Quick Search", "Reminders", etc.- moving from side to side depending on ticket subject length. Is there a way to change this as per 3.6.1 handles? I been looking through some css but can't find this. Many Thanks, Seb.- ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
