[rt-users] RE: SLA timers?

Hi, I would like to add extra ticket status options besides new, open, stalled, closed, resolved etc. I've been searching the net on how to do this, but I cannot find any ware on how to do this. Can any one push me in the right direction? Cheers, Met vriendelijke groet, Wout

Re: [rt-users] Grouping Custom Fields

Ian, Thanks. I'll use it. Kenn LBNL On 11/21/2007 2:02 PM, Ian Petts wrote: Hi Kenn, I don't have an answer for you, but YOU have one for me. You mentioned a scrip that allows "RT to re-open a ticket" if certain fields/values meet a condition. I have need of just such a scrip. The

Re: [rt-users] Grouping Custom Fields

Hi Kenn, > I don't have an answer for you, but YOU have one for me. You mentioned > a scrip that allows "RT to re-open a ticket" if certain fields/values > meet a condition. I have need of just such a scrip. The scrip(s) I based mine off were found here: http://www.gossamer-threads.com/lists/rt/u

Re: [rt-users] Unexpected session timeouts, RT 3.6.5

-BEGIN PGP SIGNED MESSAGE- Hash: SHA1 Okay, so I've temporarily given up on trying to debug this. I'm using the workaround of forcing RT back to using Apache::Session::File, which has appeared to work. For posterity, here's everything I know about the problem along with some en

Re: [rt-users] SLA timers?

There is RT-Extension-SLA in our public repository. It's almost ready for production, but havn't got much testing, yet. It has pretty good documentation. On Nov 21, 2007 2:10 PM, Wouter van den Bergh <[EMAIL PROTECTED]> wrote: > > > > > Hi, > > > > I am wondering is its possible to create an SLA w

Re: [rt-users] SLA timers?

I know you can set a default due time per queue. I have never looked at it based on a custom field but a scrip in TransactionBatch stage may be able to do what you want. Wouter van den Bergh wrote: > Roy, > > Thats correct, it needs to be visable from the search pages, but also > it should be a

[rt-users] No mail to Owner

Like I mentioned in a reply to another thread, RT is not sending mail to Owner anymore whenever a user replies to a ticket. This is with RT 3.6.4 using a hand-built Perl 5.8.8 on RedHat Enterprise Linux Server release 5. Since RT is using our own Perl, not RedHat Perl, RedHat Perl updates are

RE: [rt-users] SLA timers?

Roy, Thats correct, it needs to be visable from the search pages, but also it should be able be listed in end-month stats. The issue, from what i can see, with the Due and DueRelative is that users seem to need to enter this manually, and as you might know aswell, people simply don't do it w

Re: [rt-users] Create Ticket on Resolve, but only if Custom Field is.... (Repost for the 15th time)

Hi Matt, There's an error here: return 0 unless $self->TransactionObj->Type eq "Resolved"; Use $self->TransactionObj->Type eq "Status" && $self->TransactionObj->NewValue eq "resolved" Regards, Gene At 03:24 PM 11/20/2007, Matt Westfall wrote: -BEGIN PGP SIGNED MESSAGE- Hash: SH

Re: [rt-users] Manager Approval on tickets

Matt, I believe there are already a couple versions of "create ticket" out there. Use one of them but remember to set the "Type" field to "Reminder". Hope this helps. Kenn LBNL On 11/21/2007 10:16 AM, matt wells wrote: We have a queue that we put things in to get permission to work on DNS

Re: [rt-users] Create Ticket on Resolve, but only if Custom Field is.... (Repost for the 15th time)

-BEGIN PGP SIGNED MESSAGE- Hash: SHA1 That is a good point, however the Followup condition is not executing either!! Roedel, Mark wrote: > It seems to me that this condition code: > >> return 0 unless $self->TransactionObj->Type eq "Resolved"; >> return 0 unless $self->TicketObj->FirstCu

[rt-users] Manager Approval on tickets

We have a queue that we put things in to get permission to work on DNS and so on.. Has anyone had any luck a scrip that would attach a 'Reminder' to a ticket in the queue called 'work'? What I was thinking is that I create a ticket in 'work' because I want to build a new DNS server. When I create t

Re: [rt-users] Differentiating "Ticket CC" and "Queue CC"

Jean-Michel, I know in the "Action" pull-down option of a scrip "CC'c" are listed as well as "Others". Perhaps looking at the base code for that option will give an idea on how to address that differentiation. I'm not much of a perl guy, but I'm guessing that if you can get to that code, it

Re: [rt-users] Grouping Custom Fields

Ian, I don't have an answer for you, but YOU have one for me. You mentioned a scrip that allows "RT to re-open a ticket" if certain fields/values meet a condition. I have need of just such a scrip. Being a 'PERL' novice, I try to gather as many scrips that are models of various conditions/a

Re: [rt-users] SLA timers?

What I have here is a custom field (select one value) with sla's listed, the cf apply to all queues. A global scrip that set the Due date based on the value of the cf sla selected. in most cases the sla is selected by the staff member pending on the issue.We have some queues where sla's are assi

RE: [rt-users] SLA timers?

Hi, Thanks for the reply. The issue on this solution is that we get way to many queues. We have around 8 different SLA's, with different product sections (queues are split up per section, data, voice, hosting, etc etc). The best solution here would be if I could select a SLA, which has a time

RE: [rt-users] SLA timers?

Hi, This comes close, but I need a few more additions. We use different SLA's, so I will need to be able to select an SLA with a timer configured with it. Our best SLA's are 24x7, so they don't deal with business hours. Our other SLA's are withtin business hours, but vary from 8 hours to

Re: [rt-users] SLA timers?

Wouter; I am guessing you need this (how long left) visible from search pages ... I think using the Due and DueRelative should do the trick for you?? Roy Drew Barnes wrote: You could set up a queue for each SLA that autosets the due date with the create scrip. The wiki has examples of a lot o

Re: [rt-users] SLA timers?

You could set up a queue for each SLA that autosets the due date with the create scrip. The wiki has examples of a lot of scrips that should help you cobble one together. Wouter van den Bergh wrote: > > Hi, > > > > I am wondering is its possible to create an SLA with for example 8 > hours, and

Re: [rt-users] RTFM 'rebranding'.

[EMAIL PROTECTED] wrote: I asked a while ago to replace RTFM by "Knowledge Base" and answer was provided: You have to make changes at 2 major places: 1./opt/rt3/share/html/Callbacks/RTFM/Elements/Tabs/Default change loc('RTFM') to loc('your text') 2. /opt/rt3/share/html/RTF

[rt-users] SLA timers?

Hi, I am wondering is its possible to create an SLA with for example 8 hours, and that when some one creates a ticket, they select the SLA, and a timer go's running with that ticket that shows how much time is left on working on the ticket. Is this possible in RT, and if yes, is there some doc

Re: [rt-users] Slow ticket search page becoming a problem

Hello, --Am 18. November 2007 22:17:42 +0300 schrieb Ruslan Zakirov <[EMAIL PROTECTED]>: Script creates schema and data. The following query must use range search for the second table instead of 'ref'. so this is from our site: " Reading table information for completion of table and column

[rt-users] Differentiating "Ticket CC" and "Queue CC"

Hi all, I am trying to carve a workflow for our support team but I am having a problem as I would like to have different scrip running for "external" people watching the ticket (in ticket CC people) and the support team (that are watchers of the queue in the CC area). Is there a way in scrips t

Re: [rt-users] RTFM 'rebranding'.

I asked a while ago to replace RTFM by "Knowledge Base" and answer was provided: You have to make changes at 2 major places: 1. /opt/rt3/share/html/Callbacks/RTFM/Elements/Tabs/Default change loc('RTFM') to loc('your text') 2. /opt/rt3/share/html/RTFM/Elements/Tabs change loc('RTFM') t