Thanks for the response Kenn. I agree with you about the user groups for administering each queue big time saver. The pronlem I have is that I cannot get the "Configuration" menu option to appear with a user who has queue admin rights. I need that Configuration menu item to drill down to allow him to make customer fields in this queue only. Make sense? --Mike--
On Fri, Apr 22, 2011 at 1:03 PM, <[email protected]>wrote: > Send RT-Users mailing list submissions to > [email protected] > > To subscribe or unsubscribe via the World Wide Web, visit > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > or, via email, send a message with subject or body 'help' to > [email protected] > > You can reach the person managing the list at > [email protected] > > When replying, please edit your Subject line so it is more specific > than "Re: Contents of RT-Users digest..." > > > Today's Topics: > > 1. "Create a custom field for your queue" (Mike Nelson) > 2. Re: "Create a custom field for your queue" (Kenneth Crocker) > 3. Re: Handling a ticket that contains MANY comments.... > (Kenneth Crocker) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Fri, 22 Apr 2011 12:53:42 -0500 > From: Mike Nelson <[email protected]> > To: [email protected] > Subject: [rt-users] "Create a custom field for your queue" > Message-ID: <[email protected]> > Content-Type: text/plain; charset="iso-8859-1" > > I am using RT 3.8.7 and I need to have one user able to fully administer > only one queue. Specifically, I am interested in that administrator being > able to create custom fields in one queue only (not globally) and I do not > want to give this user access for general system wide admin privledges. I > have given this user queue admin privledges and according to the informaton > I have found, he should now be able to have access. Still, at this point, > the Configuration menu option does not appear in this users menu. > > Below I have included the links that lead me to believe this is possible. > Any help would be appritiated!! > > http://kb.mit.edu/confluence/pages/viewpage.action?pageId=3908111 > ** > http://kb.mit.edu/confluence/display/ist/RT+Queue+Administrator%27s+Guide > (Section: "Create a custom field for your queue") > > Thanks in advance! > -- > --Mike > -------------- next part -------------- > An HTML attachment was scrubbed... > URL: < > http://lists.bestpractical.com/pipermail/rt-users/attachments/20110422/a59960ca/attachment-0001.html > > > > ------------------------------ > > Message: 2 > Date: Fri, 22 Apr 2011 11:00:05 -0700 > From: Kenneth Crocker <[email protected]> > To: [email protected] > Subject: Re: [rt-users] "Create a custom field for your queue" > Message-ID: <[email protected]> > Content-Type: text/plain; charset="iso-8859-1" > > Mike, > > I'd recommend creating a group for such privileges. That way you do not > have > to keep track of individual users and maintain them at such a granular > level. Groups can have users added/deleted from them all at once, instead > of > going to each individual user to make changes. Less work. Unless, of > course, > you only have very few users on the system. > > Kenn > LBNL > > On Fri, Apr 22, 2011 at 10:53 AM, Mike Nelson <[email protected]> > wrote: > > > I am using RT 3.8.7 and I need to have one user able to fully administer > > only one queue. Specifically, I am interested in that administrator being > > able to create custom fields in one queue only (not globally) and I do > not > > want to give this user access for general system wide admin privledges. I > > have given this user queue admin privledges and according to the > informaton > > I have found, he should now be able to have access. Still, at this point, > > the Configuration menu option does not appear in this users menu. > > > > Below I have included the links that lead me to believe this is possible. > > Any help would be appritiated!! > > > > http://kb.mit.edu/confluence/pages/viewpage.action?pageId=3908111 > > ** > > > http://kb.mit.edu/confluence/display/ist/RT+Queue+Administrator%27s+Guide > > (Section: "Create a custom field for your queue") > > > > Thanks in advance! > > -- > > --Mike > > > -------------- next part -------------- > An HTML attachment was scrubbed... > URL: < > http://lists.bestpractical.com/pipermail/rt-users/attachments/20110422/c629f16d/attachment-0001.html > > > > ------------------------------ > > Message: 3 > Date: Fri, 22 Apr 2011 11:03:06 -0700 > From: Kenneth Crocker <[email protected]> > To: [email protected] > Subject: Re: [rt-users] Handling a ticket that contains MANY > comments.... > Message-ID: <[email protected]> > Content-Type: text/plain; charset="windows-1252" > > Chris, > > We don't let just anyone "SEE" Comments. We grant that right only to the > Queue AdminCc Watcher and the ticket owner. I suspect the time cost is > being > caused by so many Users with that privilege. > > Kenn > LBNL > > On Fri, Apr 22, 2011 at 7:51 AM, Steve Anderson < > [email protected]> wrote: > > > It?s all part of the links section of a ticket. > > > > > > > > In an instance like that, each person could have the main ticket open, > then > > hit the ?create? link next to the ?children:? heading. That?ll open up a > > regular ticket creation window. When the main ticket is viewed, the list > of > > all the children will show up on it. Each child will show the original as > > the parent. > > > > > > > > Each child ticket is a ticket in its own right, so for reporting > purposes, > > they can be handled separately. > > > > > > > > > > > > Steve Anderson > > > > > > > > *From:* Chris Hall [mailto:[email protected]] > > *Sent:* 22 April 2011 15:45 > > *To:* Steve Anderson > > *Cc:* rt-users > > *Subject:* Re: [rt-users] Handling a ticket that contains MANY > > comments.... > > > > > > > > Could you elaborate on the child ticket? The way we handle things > usually > > is we have a ticket for each customer, and update it if they call in. In > > this case though, it was all about turnover, and getting everything > logged > > quickly, so they didn't want to have to bother with looking up a > customer's > > ticket to log it. They wanted a way to very quickly put a comment > somewhere > > that "yes, somebody called" so they could move on to the next phone call > in > > queue (which was a deep queue btw). They want to make sure they log > > "something" b/c at the end of the month they try to match up how many > > comments they made on RT verses how many calls they took, for quality > > checking purposes, etc.. > > > > > > > > I never really messed with child ticket functionality, how exactly does > it > > work? > > > > On Fri, Apr 22, 2011 at 10:35 AM, Steve Anderson < > > [email protected]> wrote: > > > > Or use the child ticket functionality? Though that will increase the > number > > of tickets in the system. > > > > > > > > > > > > Steve Anderson > > > > > > > > *From:* [email protected] [mailto: > > [email protected]] *On Behalf Of *Chris Hall > > *Sent:* 22 April 2011 15:33 > > *To:* rt-users > > *Subject:* [rt-users] Handling a ticket that contains MANY comments.... > > > > > > > > Hello all, > > > > > > > > Question: How should I best handle a ticket with multiple comments? By > > multiple, I mean 400+. > > > > > > > > Here's the background. Our helpdesk had to deal w/ a widespread outage. > > Tons upon tons of ppl were calling in for the entire day. They decided > > they needed to log all these calls, so they created on ticket, named for > > this example "outage". Everytime someone called in, they would open the > > "outage" ticket and put a quick "advised user of outage" in the ticket. > > However, once the ticket started growing into the hundreds of comments, > it > > would nearly lock the server up when someone would access it. The CPU > would > > peg out while the page was loaded, which would take roughly 2 minutes... > and > > with probably a new person trying to access the ticket every 15 seconds, > you > > could see how this was a problem. It brought the entire ticketing system > to > > something of a standstill. > > > > > > > > My question to you guys is how do I avoid something like this moving > > forward in the future? I found this: > > > > > > > > > > > http://search.cpan.org/~ruz/RT-Extension-ViaLink-UpdateTicket-0.02/lib/RT/Extension/ViaLink/UpdateTicket.pm > > > > > > > > and was thinking it would resolve the problem, if I can format the link > it > > talks about to just update the ticket w/o trying to load/render a several > > hundred line ticket.. what are your thoughts? Would this work? > > > > > > ------------------------------ > > > > This email has been scanned by Netintelligence > > http://www.netintelligence.com/email > > ------------------------------ > > > > > > ------------------------------ > > > > BiP Solutions Limited is a company registered in Scotland with Company > > Number SC086146 and VAT number 383030966 and having its registered > > office at Medius, 60 Pacific Quay, Glasgow, G51 1DZ. > > > > > > > **************************************************************************** > > This e-mail (and any attachment) is intended only for the attention of > > the addressee(s). 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