- Original Message -
> From: "Kevin Falcone"
> To: rt-users@lists.bestpractical.com
> Sent: Tuesday, January 11, 2011 10:41:51 AM
> Subject: Re: [rt-users] performance: REST vs. cmd line
> On Tue, Jan 11, 2011 at 08:47:36AM -0500, Gary Oberbrunner wrote:
here the time's going. Our apache server is
fine for the other services it runs. The CLI takes milliseconds, but REST
takes several seconds on average (with large variance).
Any idea where I should look for the bottleneck?
thanks,
-- Gary Oberbrunner
On 10/14/2010 12:24 PM, Gary Oberbrunner wrote:
> On 10/14/2010 11:55 AM, Jeff Voskamp wrote:
>> Put your fix in
>> .../local/rt/html/Callbacks/MSfix/NoAuth/css/web2/main.css/End
> Hmm, can't get it to work for me. Tried local/rt/html as you have
> above, and just loc
y file into main-squished.css. (Yes, I'm restarting
apache.) I'll turn on some logging & see if I can figure it out.
--
. . . . . . . . . . . . . . . . . . . . . . . . .
Gary Oberbrunnerga...@genarts.com
GenArts, Inc. Tel: 617-492-2888
955 Mass. Ave
On 10/14/2010 11:44 AM, Thomas Sibley wrote:
> On 14 Oct 2010 11:33, Gary Oberbrunner wrote:
>> I have some tickets that have HTML (coming from email, which was pasted
>> from Word), so they have lots of ... which RT
>> displays with a 1em margin, so they get really spac
fix resist being overwritten by new versions of RT?
-- Gary Oberbrunner
RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!
even
4.0)? I'm comfortable using git and building from source if that is
anywhere close to reasonably stable. We run RT on Ubuntu 8.04 with
mysql so it's a pretty vanilla install.
Any advice appreciated; thanks!
--
. . . . . . . . . . . . . . . . . . . . . . . . .
Gary Oberbrunner
I've seen various references to the "forward" feature in RT (we're
running 3.8.2 on Ubuntu), but I can't figure out how to forward a
ticket. I don't see a Forward button on any of the screens... any hints?
Thanks,
--
. . . . . . . . . . . . . . . . . .
Is it possible to tell whether a ticket is coming from email (all our tickets
from customers come in that way) or via the web ui (in which case it's entered
by a tech)? I'd like tickets entered via the web ui to get auto-assigned to
the person entering them.
thx,
-- Gary O
Robert Long wrote:
> Gary Oberbrunner wrote:
>> Isn't this a common thing, to want to find the open tickets that aren't
>> being handled in a timely fashion?
> How about setting up a custom field like "Where the ball lays" with
> values of "Custo
James Moseley wrote:
> Additionally, you probably want to use a status of 'new'. New tickets mean
> they haven't been touched. Of course, new tickets don't have a 'Told'
> value. If a ticket is open, it's been touched in some manner, but it
> doesn't mean that the customer has been responded to.
Ruslan Zakirov wrote:
> Try the following:
> Queue = 'support' AND Status = 'open' AND Told < '-5 hours'
Simple, but unfortunately it mostly gets the cases where we're waiting for the
customer and not the other way around.
I'd be happy if I could say LastUpdatedBy <> Owner too...
> Sorry, but th
I'd like to make a query to find all open tickets where the customer's been
waiting for a reply for longer than N hours. It looks to me like Told is the
last time the customer was replied to, and LastUpdated is the last time
anything happened in the ticket. So I tried this, in the Edit Query view
Hi -- anyone have a simple recipe for adding the time & date to the "at a
glance" page? I looked at Elements/Footer and don't see an easy way to
customize it without replacing the whole file (e.g. local/html/Elements/Footer).
Reason for doing this? Folks want to know when the page was last refre
Toby Darling wrote:
> Hi Gary
>
>> ...The support person then typically forwards that
>
> If your staff are using Thunderbird, I can recommend the MailRedirect
Thanks Toby -- that's not a bad idea. We do mostly use Tbird, but
unfortunately I can't make everyone install the extension and use it
Can I change the default queue for the "New Ticket in..." button on the "at a
glance" page? 99% of our tickets go into the "support" queue, which currently
isn't the default (I think it defaults to the first element of the popup,
which is sorted alphabetical
Hi -- we've just cut over to using RT as our helpdesk system, and so far so
good. Perhaps someone on this list could help with workflow enhancement that
would be nice. Sometimes users email our support staff directly, rather than
using '[EMAIL PROTECTED]'. The support person then typically forwa
Jeff Voskamp wrote:
> How does the following attachement work for you?
Works very well! Thanks!
-- Gary
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Hi folks, I'm wondering how Reminders are intended to be used. I set a
couple, one soon and one far in the future. I didn't get any email or
notifications for the soon one when it expired; am I supposed to?
And for the future ones, I'd expect RT to only show my "upcoming" reminders,
not the long
Gene LeDuc wrote:
> Hi Gary,
>
> So what you want is for the owner of the ticket to be notified of _all_
> transactions where the owner is not the creator of the transaction?
>
> A scrip condition like this might do it:
> { my $Transaction = $self->TransactionObj;
> my $Creator = $Transaction->
Jacob Helwig wrote:
> Gary,
>
> Since the ticket owner should already be notified of any correspondence
> taken on the ticket, we added a scrip to handle comments.
I just tried this, and it doesn't seem to work, at least in my RT. I sent an
email from the requestor's email address with [rt #12]
Hi folks -- I'd like rt to notify the owner if correspondence or comments come
in, but not if the correspondence/comments are by the owner. Possible? Easy?
Actually what I'd like is if *anything* changes in the ticket and the change
is by someone else, I'd like the owner to get notified. Do I n
Ole Craig wrote:
> I use procmail to get to RT, so I created a procmail recipe specific
> to this partner's sender addresses that pipes incoming email through a
> perl filter; the filter grabs the SR out of the subject line and then
> attempts to find an RT ticket that matches. If it does, it
Hi folks. Quick question: I know RT can use the subject line [rt #XX] to find
an existing ticket for an incoming email, but if that's missing, e.g. because
the customer just emailed me about the ticket, can RT figure it out in other
ways, using email headers like References, In-Reply-To or Thread-
> Essentially I created a file in the local/share/request-tracker3.4 tree
> called html/Callbacks/CCDC/Ticket/Elements/ShowMessageStanza/Default
> containing:
>
> <%init>
> my $val = $$content;
> use bytes;
> $val =~ s/(s?http|https):[\w\/\.:+\-]+/$&<\/a>/gi;
> $$content = $val;
>
> <%args>
> $co
Kevin Falcone wrote:
>
> On Jul 9, 2007, at 10:06 AM, Gary Oberbrunner wrote:
>
>> Hi folks -- is there a hook to filter or process the ticket history texts
>> (email bodies) when they're displayed? We'd like to turn certain
>> pieces of
>> text (ide
Hi folks -- is there a hook to filter or process the ticket history texts
(email bodies) when they're displayed? We'd like to turn certain pieces of
text (identified by regex) into html links.
Thanks!
--
Gary Oberbrunner
__
/index.html
SetHandler perl-script
PerlHandler RT::Mason
So what have I misconfigured?
thx,
--
Gary Oberbrunner
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Randy Oswald wrote:
> I am trying to create a search for tickets that have been last updated
> by a non-privileged user (by responding to an email we have sent from
> RT). I'm looking for a list of people who have responded to us, but our
> group hasn't acted upon yet.
I'm also interested in this;
Paul Johnson wrote:
> Gary: If you're going to use the digests, be sure to split the digest into
> individual messages and reply to those and not the digest itself. A great
> example how to do this is available in the procmailex manpage. Replying to
> the individual messages preserves threading, r
>> Hi; I'm trying to set up RT at my company, for handling incoming support
>> > requests from outside via email. I'm using latest 3.6.3 on Linux.
>> >
...
>> > CCs: how do you get on/off this list?
>> > AdminCCs: how do you get on/off this list?
>> > Other Recipients: what is this?
>
> The P
rt-comment
instead of support-rt, to prevent RT from forwarding that email to the
requestor and others? Or is there a Condition I can use (or write) to tell
whether a certain transaction originated via email or web?
thanks;
--
. . . . . . . . . . . . . . . . . . . . . . . . .
Gary O
to get an email if a ticket gets assigned to them:
On Owner Change Notify Owner with template Transaction
... and lastly, if someone here comments on a ticket, the other people here
watching that ticket should get an email:
On Comment Notify ? as Comment with template Comment
--
. . . . .
helps someone;
-- Gary Oberbrunner
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;, gccversion='4.1.0 20060228 (Red Hat 4.1.0-1)', gccosandvers=''
intsize=4, longsize=4, ptrsize=4, doublesize=8, byteorder=1234
d_longlong=define, longlongsize=8, d_longdbl=define, longdblsize=12
ivtype='long', ivsize=4, nvtype='double', nvs
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