Hi,
I've been asked to produce RT reports/Dashboards/ticket digests for
department heads. I think the easiest way for this is to set the AdminCC
for a ticket to the requester's manager. We have managers defined in AD so
this should be achievable via a scrip?
How would I progress this forward?
Th
Thanks for this, it is exactly what I was after!
Does anyone know how to define business hours to correctly get activity
reports to show the average time to resolve the tickets rather than just
basing it on the number of hours?
Thanks.
On 2 Oct 2014 20:26, "Jeremy Mates" wrote:
>
Hi,
I'm looking to expand RT to use it for performance tracking - ideally to
see how many tickets have been resolved by my helpdesk team members. I
current use status=resolved and lastupdatedby=teammember to get the data,
but it isntt always accurate.
Is there any way to return the number of tick
Hi,
I'm looking to write a custom scrip that triggers a template when a ticket
changes from a specific queue to another specific queue.
How do I go about this please?
Thanks.
--
RT Training - Boston, September 9-10
http://bestpractical.com/training
I updated to 4.2.5 without any issues and am able to achieve what I wanted
the way you described.
Thanks.
On 22 Jun 2014 17:46, "Guy Baxter" wrote:
> Hi Kevin, thanks for the reply.
>
> Unfortunately I'm running 4.0.1 and don't have that option. Is there any
>
Hi Kevin, thanks for the reply.
Unfortunately I'm running 4.0.1 and don't have that option. Is there any
way to do this without upgrading.
Thanks.
On Tuesday, 17 June 2014, Kevin Falcone wrote:
> On Tue, Jun 17, 2014 at 11:52:00AM +0100, Guy Baxter wrote:
> > I'm lo
Hello,
I'm looking to create a custom dashboard, similar to the way in which
"QuickSearch" functions. I would like it to display a list of queues, and
then show how many tickets are New, Open, Stalled for each queue.
In the query builder I seem to be stuck at the getting RT to count the
total num
Hi,
I'm looking to baseline the performance of my team against the number of
tickets they have resolved in RT over a given time. To do this I export the
month's tickets from RT into Excel (queue, status=resolved and last updated
by)
I then use Excel to do a countif to produce my figures.
The pro
013 18:11, Kevin Falcone wrote:
> On Mon, Oct 21, 2013 at 03:38:42PM +0100, Guy Baxter wrote:
> >I'm using RT 4.0.1 / sendmail / mysql / apache
> >Whenever someone submits a ticket via email the attachment is not
> present in the ticket. I've
> >t
Hi,
I'm using RT 4.0.1 / sendmail / mysql / apache
Whenever someone submits a ticket via email the attachment is not present
in the ticket. I've tested files from a couple of KB to a few MB - same
result.
When the file is uploaded via the self-service create a ticket the
attachments work fine.
On 29 August 2013 21:37, Kevin Falcone wrote:
> On Thu, Aug 29, 2013 at 05:34:14PM +0100, Guy Baxter wrote:
> >Hi all,
> >I've got an issue with RT at a glance global configuration not
> working. I want only
> >"Dashboards" to be visib
Hi all,
I've got an issue with RT at a glance global configuration not working. I
want only "Dashboards" to be visible on the homepage after a user logs in.
I've set the following in tools > configuration > Global > RT at a Glance
RT at a glance body: Dasboards
RT at a glance: Summary: blank
Whe
Hi,
I've installed 4.0.8 on CentOS 6.3, satisfied all dependencies etc, run the
web installer to get things started, but I can't actually get my RT pages
to load. I've tried using all of the apache options on web_deployment on
the installation pages at bestpractical.com but with no luck.
using mo
I am currently away on leave until Wednesday 6th June. If your request is
urgent, please contact Technical Support.
This email and any attachments are confidential and are intended solely for the
use of the individual to whom it is addressed. If you are not the intended
recipient of this email
Hi,
Apologies for the delay:
[Tue Jun 21 10:42:11 2011] [info]:
RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Disabled: 0,
EmailAddress: gbax...@b6fc.ac.uk, Gecos: A Weetman, Name: gbaxter,
Privileged: 0, RealName:
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalA
070888 is the shortname for A Weetman - neither of these seem to work
I'm specifying the correct ldap attribute, it's just not working!
Has anyone succeeded in getting external auth working with open directory?
Regards,
Guy
This email and any attachments are confidential and are intended sole
Hi,
Thanks for that - My AD Users were unprivileged as you said they would be
- letting them be assigned rights made them show in the list.
As far as the OD users are concerned, it's still not working:
[Wed Jun 8 08:14:11 2011] [error]: Couldn't create user 070888: Name in
use
(/opt/rt4/local/p
Hi,
I've replicated our production setup and upgraded it to 4.0 without a
problem. I've now thrown External Auth into the mix (new install via
cpan), and I'm having mixed results.
We have 2 directory systems - Open Directory (openldap) and Active
Directory
AD authenticates fine, but OD just will
Hi,
Is it possible to authenticate via LDAP to RT ?
In particular, Mac OS X's implementation of LDAP (Open DIrectory)
Thanks.
This email and any attachments are confidential and are intended solely for the
use of the individual to whom it is addressed. If you are not the intended
recipient o
Is it possible to add a link to the "My Day" feature on the sidebar for
everyone?
I've looked at all of the HTML files in /opt/rt3/share/html but can't see
anything obvious.
Using RT3.8.8 on Fedora 12.
Any help appreciated
Thanks
Guy.
This email and any attachments are confidential and are i
Hi,
I have a new RT 3.8.8 install setup on Fedora 12.
All users seem to have the "Queues I'm an Admin CC For" on their RT at a
Glance screen, but this is not listed in their preferences, nor the user,
group or Global RT at a Glance preferences. Where else is this option set
please?
Thanks
Regar
rt-users@lists.bestpractical.com writes:
>On Fri, Jun 11, 2010 at 04:18:36PM +0100, Guy Baxter wrote:
>
> Hi,
>
>
>
> I have an install of RT 3.8.8 on Fedora 12 I have had a few
>issues, so far
>
> resolved - until this one:
>
>
>
> When replying to,
at
/opt/rt3/bin/../lib/RT/Interface/Web.pm line 505.
I have no idea how to resolve this - it seems to be webserver based, as
the email message from the reply, resolve or comment goes through fine.
Any help would be greatly appreciated!
Thanks,
Guy Baxter.
This email and any attachments are conf
Hi,
Ive got a new install of 3.8.8 on Fedora 12, I have created queues as
described in the instructions, and have also added aliases for the queues,
along with re-building the aliases file with running newaliases. However I
cannot get emails into my RT queues.
Sendmail is running, and i can telne
Hi,
I have installed RT 3.8.8 on fedora 12.
I'm at the stage of adding users, i log in as root, go to users, create,
create a user with username of test, set new password to test, and also
verify it. When saving changes I get the following error:
User created
Please enter your current password.
I would like to reply to my own email - answer is you cannot update from
the 3.8.4 rpm based installer to 3.8.8
I have manually installed to 3.8.8 fine.
Regards,
Guy
This email and any attachments are confidential and are intended solely for the
use of the individual to whom it is addressed.
Hi,
I am having a bit of trouble upgrading RT from 3.8.4 to 3.8.8
I installed 3.8.4 using yum - so it installed to /etc/rt3
Here's what I have done so far:
I downloaded the rt3.8.8 installer and extracted it
cd rt3.8.8
./configure --prefix=/etc/rt3
make upgrade
/etc/rt3/sbin/rt-setup-database -
Hi,
We have a 6 year old install of RT 3.4.2 running on fedora core 2, I want
to update this to the newest version - 3.8.2. As we need to use RT most of
the time I am currently testing the new version on a different PC.
(intention is to schedule some downtime once my test version is working to
re
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