Re: [rt-users] SelfService Display.html bug

[Alessio Fattorini]

Il giorno gio, 18/01/2007 alle 13.58 -0500, Jesse Vincent ha scritto:

> 
> That looks like a translation  file issue. What rev of RT are you
> running?

3.6.3
Ale
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Re: [rt-users] "Hide Tiket" - ability

[joey]

Hey,

Brian Gallew wrote:
> joey wrote:
>> is it possible to "hide" a ticket for a given period of time ->
>> user-specific. I want to have a field with "hide ticket" with a
>> duration. Anyone done this before?
>>   
> 
> There are two ways that come to mind:
> 1) Set the ticket status to stalled and create a reminder for it.  This
> requires you to modify the reminder query to not include reminders in
> the future.
> 2) Set the ticket status to stalled AND set the "due date" field to be
> the date you want the ticket to come back.  This requires that you add a
> saved query to your RTaaG page that shows all tickets that are both
> stalled and overdue.

thanks for the reply, but this is not user-specific. If i set a ticket
to stalled then this can be seen by all users :/

Greetings,
joey
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Re: [rt-users] Statistics revisitation

[Mathew Snyder]

How difficult is it to add custom reports?  I have a custom field that lists all
of our customers and I'd like to be able to generate a report that indicates how
much total time has been spent on each customer as well as how much time each
user spent on each customer.

Mathew

Nick Metrowsky wrote:
> Hi Everyone,
> 
> Over the past year or so, I have made some customizations to
> RTx::Statistics for our site use. Some of these changes include:
> 
> 1. Some logic changes, because some of the calculations in the web
> display did not match the spreadsheet (spreadsheet was correct).
> 2. On the Tickets per day per Queue reports, I show columns for Created,
> Resolved, Rejected, Stalled, Queue Depth and Time to Resolve. Queue
> Depth shows how many tickets are open or new in a particular queue on
> any given day in time. This change is in both the spreadsheet and the
> web display.
> 3. Based upon the Ticket per day Queue screen, I have written batch
> reports which can generate text based reports for one or many queues for
> any time period. I also have a script which can do the same thing to an
> MS Excel or OpenOffice Calc spreadsheet.
> 3. Not related to RTx::Statistics, but I also have taking the
> rt-remind.pl script and used that for generating reports to our
> technical teams. There were a few minor modifications, again for our
> site.
> 
> If anyone is interested in anything I have, I will be glad to send you a
> copy. I know Kelly wanted to implement some of the items mentioned in
> this e-mail, based upon an e-mail conversation we had a while back.
> 
> Finally, RTx::Statistics does work with RT 3.6.3, but you have to change
> the index.html file for Tickets per day per Queue (CallsQueueDay
> directory) as for some reason it does not like /Elements/TitleBox, but
> will work with /Elements/TitleBoxStart and /Elements/TitleBoxEnd. 
> Nick
> 
> 
> -
> Nick Metrowsky
> Consulting System Administrator
> 303-684-4785 Office
> 303-684-4100 Fax
> [EMAIL PROTECTED]
> DigitalGlobe (r), An Imaging and Information Company
> http://www.digitalglobe.com
> 
> -
> -Original Message-
> From: [EMAIL PROTECTED]
> [mailto:[EMAIL PROTECTED] On Behalf Of Kelly F.
> Hickel
> Sent: Wednesday, January 17, 2007 2:00 PM
> To: Jason Fenner; Mathew Snyder
> Cc: RT Users
> Subject: RE: [rt-users] Statistics revisitation
> 
> You could copy me as well.  I haven't had time to get back to this,
> although that might change a bit in the future.  I'm also still open to
> assistant maintainers (or someone who wants to take it over completely).
> 
> I have a number of contributed changes pending, but haven't had any time
> to look at them.
> 
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Re: [rt-users] Status of RTx::AssetTracker

[Todd Chapman]

On Thu, Jan 18, 2007 at 06:09:33PM -0500, Gentgeen wrote:
> 
> We are/where looking for a way to use RT as an asset manager as well,
> when I stumbled on RTx::AssetTracker.  But the site seems to have
> disappeared.  (Last entry in the InternetArchive has Mar. 13th)
> 
> I was wondering if anyone here could tell me about the status of
> AssetTracker.   And if AssetTracker is dead/bad idea can anyone tell me
> if they are currently using RT in an Asset tracking mode.  How do you
> have it set?  Custom fields etc. 
> 
> Any and all thoughts and ideas would be appreciated.
> 

AT is not dead but the wiki and mailing list are currently down.
Svn too.

-Todd Chapman (author of AT)
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Re: [rt-users] Statistics revisitation

[Mathew Snyder]

I would love to have a copy of this.

Mathew

Nick Metrowsky wrote:
> Hi Everyone,
> 
> Over the past year or so, I have made some customizations to
> RTx::Statistics for our site use. Some of these changes include:
> 
> 1. Some logic changes, because some of the calculations in the web
> display did not match the spreadsheet (spreadsheet was correct).
> 2. On the Tickets per day per Queue reports, I show columns for Created,
> Resolved, Rejected, Stalled, Queue Depth and Time to Resolve. Queue
> Depth shows how many tickets are open or new in a particular queue on
> any given day in time. This change is in both the spreadsheet and the
> web display.
> 3. Based upon the Ticket per day Queue screen, I have written batch
> reports which can generate text based reports for one or many queues for
> any time period. I also have a script which can do the same thing to an
> MS Excel or OpenOffice Calc spreadsheet.
> 3. Not related to RTx::Statistics, but I also have taking the
> rt-remind.pl script and used that for generating reports to our
> technical teams. There were a few minor modifications, again for our
> site.
> 
> If anyone is interested in anything I have, I will be glad to send you a
> copy. I know Kelly wanted to implement some of the items mentioned in
> this e-mail, based upon an e-mail conversation we had a while back.
> 
> Finally, RTx::Statistics does work with RT 3.6.3, but you have to change
> the index.html file for Tickets per day per Queue (CallsQueueDay
> directory) as for some reason it does not like /Elements/TitleBox, but
> will work with /Elements/TitleBoxStart and /Elements/TitleBoxEnd. 
> Nick
> 
> 
> -
> Nick Metrowsky
> Consulting System Administrator
> 303-684-4785 Office
> 303-684-4100 Fax
> [EMAIL PROTECTED]
> DigitalGlobe (r), An Imaging and Information Company
> http://www.digitalglobe.com
> 
> -
> -Original Message-
> From: [EMAIL PROTECTED]
> [mailto:[EMAIL PROTECTED] On Behalf Of Kelly F.
> Hickel
> Sent: Wednesday, January 17, 2007 2:00 PM
> To: Jason Fenner; Mathew Snyder
> Cc: RT Users
> Subject: RE: [rt-users] Statistics revisitation
> 
> You could copy me as well.  I haven't had time to get back to this,
> although that might change a bit in the future.  I'm also still open to
> assistant maintainers (or someone who wants to take it over completely).
> 
> I have a number of contributed changes pending, but haven't had any time
> to look at them.
> 
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[rt-users] features question.

[Sam Tilders]

Hi,

I've been using RT 3.2.1 for a while... and I'm gathering that's a
little old by now...

I've got new needs so I'm wondering if RT is capable, with or without
customisations of doing the some multi-domain type support, kind of
like virtual hosting.

For example,

I have two domains, each for a different brand name. The same support
staff answer both.

I'd like the customers to get their replies from an email address at
the same domain/brand as that which they sent their request to.

Also, I'd the domain tag in the subject line of the ticket responses
to be the same as the domain/brand as they sent their request to.

I could do this with two RT systems and two databases... but I'd like
the staff to only have to look at one system.

It wouldn't bother me if it had to be separate queues in the same
system.

Is this sort of thing possible?

Regards,

- Sam

-- 
-- 
Sam Tilders
[EMAIL PROTECTED]
(Move to Jupiter)
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[rt-users] Re: Status of RTx::AssetTracker

[Philip Kime]

Todd Chapman maintains Asset Tracker and lurks on these lists. I believe
that the wiki site for AT is on a personal machine of his so it's not
reliably up and it's been wiki-spammed a few times. I think he switched
jobs recently so there hasn't been an update in a year or so. But we sed
AT 1.2.3 a great deal and it's excellent. It integrates with RT very
tightly and we're using it to manage all assets, build config files for
services, and much more. You basically have to define your data schema
for asset types (read, custom fields) and then it's all visible in the
RT GUI. I wrote a REST extension so that you can view/modify assets just
like tickets over raw http or using the "rt" command-line. This will
probably be incorporated into the next AT version to be released.

PK
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Re: [rt-users] 10 highest priority

[Bob Goldstein]

Click "Edit" in the top blue bar at the right (NOT in the "10 highest priority",
but in the far right of the very top blue bar.)

Scroll to bottom.  See where it says "Rows per box" ?  Set it there.

  bobg


>This is a multi-part message in MIME format.
>
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>
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>   charset="us-ascii"
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>
>Hi all,
>
>=20
>
>I upgraded from RT 3.6.1 to 3.6.3 last night.   Well, what I actually
>did was "make install" over the previous version after I backed up the
>original directory first.  I did some testing after the upgrade, and
>everything checked out. =20
>
>=20
>
>Today, I started getting reports that, when selecting the "10 highest
>priority tickets I own", instead of it showing 25/50/100/etc tickets,
>the results are always limited to 10.   Which is annoying to folks with
>many tickets, since they now have to page more to get to the rest.
>
>=20
>
>If I "Edit" 10 highest priority tickets, and change the "rows per page"
>on that screen, nothing changes.
>
>If I select the "Search - My Tickets" link, change the rows per page
>there and save, nothing happens.
>
>If I select 10 highest priority tickets and get to the results page,
>then "edit search", it shows 10 rows per page.
>
>I can change that, do a search,  and get more than 10 results, but if I
>then go back to the "At a Glance" page and start over, the rows per page
>is back to 10.
>
>=20
>
>I'm not getting any other problem reports, this seems to be it.  If I do
>a "Quick Search" on one of the queues, I get 50 results, as expected for
>that particular one.
>
>=20
>
>Any idea if something changed, or maybe I broke something during the
>upgrade?  This is my first  attempt at an upgrade, I usually do a clean
>install.
>
>=20
>
>Any help would be greatly appreciated.
>
>=20
>
>Thanks!
>
>=20
>
>=20
>
>Patrick Turner
>
>Sysems Administrator - Corporate Operations
>
>Marchex, Inc.
>
>=20
>
>t 206.331.3492
>
>e [EMAIL PROTECTED] =20
>
>=20
>
>This e-mail message and any attachments are solely for intended
>recipients, and may contain information that is privileged and
>confidential.  If you are not the intended recipient, any dissemination,
>distribution or copying is strictly prohibited.  If you believe that you
>may have received this message in error, please immediately notify the
>sender by replying to this e-mail message.
>
>=20
>
>
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