Re: [rt-users] We found a merged ticket
Dear Jesse > Yep. it's not recursion. It's RT::Transaction::TicketObj which > should be > made smarter. Rather than loading a ticket by id, it should be loading > by id _and_ effective id. I'd love a patch. Thank you for your time investigating this. I'll see what I can do. Usually I do program PHP ... Best regards Mario -- Mario Aeby PC-Support Departement Klinische Forschung MEM D814 Murtenstrasse 35 CH-3010 Bern Fon +41 31 632 96 81 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] problem building RT 3.6.5 on FreeBSD 7.0-PRERELEASE
William Bulley wrote: > #pkg_info | grep -i mysql > mysql-client-5.0.51a Multithreaded SQL database (client) > p5-DBD-mysql-4.006 MySQL driver for the Perl5 Database Interface (DBI) > > It seems odd to me that RT which depends on MySQL as the database > wouldn't treat the MySQL server as a dependency. Am I missing something? This is normal and by design. The RT port depends on the ability to connect to a database being available on the server -- the database itself can be on some other server. Pretty much any program that can access MySQL will have similarly a dependency on mysql-client and not on mysql-server. If you need MySQL on that machine, then just install it. Cheers, Matthew -- Dr Matthew Seaman The Bunker, Ash Radar Station PGP: 0x60AE908C on serversMarshborough Rd Tel: +44 1304 814890 Sandwich Fax: +44 1304 814899 Kent, CT13 0PL, UK signature.asc Description: OpenPGP digital signature ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Downloading query results to spreadsheet
To all, I have just upgraded to 3.6.4 and am having some difficulty getting the results of a query into a spreadsheet with the fields I selected for the query. Instead, I get all sorts of tickets fields I did NOT select and am missing several that I DID select. Why does RT seem to ignore the fields I am/not selecting for the query when it downloads the results to excel? Anyone? Kenn LBNL ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] OCIEnvNlsCreate error trying to initialize Oracle DB
Joe Casadonte wrote:
> Having been scared off of using SQLite even for a small system, I've now
> bought some more memory and put Oracle on my home machine. I can't get
> the damn schema set up, instead getting the following error:
>
> # perl sbin/rt-setup-database --dba=reqtrack --dba-password=foobar
> --action init
>
> DBI connect('reqtrack','reqtrack',...) failed: ERROR OCIEnvNlsCreate.
> Check ORACLE_HOME env var, NLS settings, permissions, etc. at
> sbin/rt-setup-database line 105
>
> Failed to connect to dbi:Oracle:reqtrack as reqtrack: ERROR
> OCIEnvNlsCreate. Check ORACLE_HOME env var, NLS settings, permissions,
> etc. at sbin/rt-setup-database line 105.
>
>
> I know that DBI is OK, because I run the following with no problem:
>
> # perl -MDBI -le 'DBI->connect("DBI:Oracle:", "reqtrack", "foobar");'
> #
>
OK, this is a long time ago that I did an Oracle setup from scratch but
something about the error is tickling my memory.
The I do it normally is to make my rt_user a DBA (temporarily) so that I
don't need the --dba argument. Think the problem is in that part.
I seem to remember that rt-setup-database reconnect and that is causing
problems. Could be way of now but my method seems to work all the time.
You're in trouble if you can't grant DBA rights to you rt_user.
Hope this helps you going, if not I might be able to help, just let me know.
Joop
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Re: [rt-users] change subject string
Hi Gene, that's what I was looking for. Thanks for the help. Next issue solved. Thanks again to everybody. Robert ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] upgraded from 3.6.3 to 3.6.6, home page tries to download hostname
Hmm, no ideas out there? -- Kelly F. Hickel Senior Product Architect MQSoftware, Inc. 952-345-8677 Office 952-345-8721 Fax [EMAIL PROTECTED] www.mqsoftware.com SEE BUSINESS WORK > -Original Message- > From: [EMAIL PROTECTED] [mailto:rt-users- > [EMAIL PROTECTED] On Behalf Of Kelly F. Hickel > Sent: Wednesday, February 13, 2008 4:06 PM > To: rt-users@lists.bestpractical.com > Subject: [rt-users] upgraded from 3.6.3 to 3.6.6,home page tries to > download hostname > > Hi all, > I had a working test server running 3.6.3, I upgraded it to > 3.6.6, there weren't any errors, but now when I go to the main page I > get prompted to download a file named "foobar" where foobar is the > hostname of the rt server > > Any ideas? > > > -- > > Kelly F. Hickel > Senior Product Architect > MQSoftware, Inc. > 952-345-8677 Office > 952-345-8721 Fax > [EMAIL PROTECTED] > www.mqsoftware.com > SEE BUSINESS WORK > > ___ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: [EMAIL PROTECTED] > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] change subject string
Hi Robert, The [box] verbiage on the subject line (and the box itself) are set in the SetSubjectToken subroutine in SendEmail.pm. We modified it on our setup so we could remove the box entirely for certain outgoing messages. Regards, Gene At 11:44 AM 2/15/2008, Robert Keidel wrote: >I am using RT 3.6.4, I setup the whole application, and everything >works perfect. My manager wants me to make some changes in the system >and I was able to do so for most of it. Now I am stuck on the point >that I don't know where I can change/add something to the subject >string. > >right now the string looks like this: > >[$rtname #375] Request for a PC repair > >I would like to change it to > >[$rtname Ticket/Case #375] Request for a PC repair > >Where can I change that, or how? -- Gene LeDuc, GSEC Security Analyst San Diego State University ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] change subject string
Robert,
Here is some code we use that embeds ticket info into the subject line:
Subject: Request Titled: "{$Ticket->Subject}" has been resolved!
This ticket has been resolved. DO NOT reply to this message!
-
Hope this helps.
Kenn
LBNL
On 2/15/2008 11:44 AM, Robert Keidel wrote:
> Hello,
>
> I am using RT 3.6.4, I setup the whole application, and everything
> works perfect. My manager wants me to make some changes in the system
> and I was able to do so for most of it. Now I am stuck on the point
> that I don't know where I can change/add something to the subject
> string.
>
> right now the string looks like this:
>
> [$rtname #375] Request for a PC repair
>
> I would like to change it to
>
> [$rtname Ticket/Case #375] Request for a PC repair
>
> Where can I change that, or how?
>
> Thanks for any help?
>
> Rok
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Re: [rt-users] We found a merged ticket
On Tue, Feb 12, 2008 at 05:43:24PM +0100, Mario Aeby wrote: > >>Without the output of Carp::cluck, it's not so useful, unfortunately. > > > Seems way too much information for me ... I hope you can figure it out? Yep. it's not recursion. It's RT::Transaction::TicketObj which should be made smarter. Rather than loading a ticket by id, it should be loading by id _and_ effective id. I'd love a patch. -- ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT Reporting - We need your wishlists
Hi Jesse!
I've seen a lot of really great ideas come from this request so far, so
hopefully I can ask for something good, too. :)
Following on a request from a previous e-mail, we could really use the
ability to report on tickets and get a breakdown in "Time Worked" per RT
user/technician.
Since a lot of our techs are contractors, we need to find a way to track
their time as they've entered it in RT ... no entry, no money ... helps
with keeping RT updated! In a lot of cases, however, a single tech may
not work the entire ticket, so that's why we need the breakdown for each
tech for each ticket (say in "resolved" status).
Currently, we use a custom field to indicate if the ticket has been
billed out yet ("Customer Billed?"), but that just gives us the overall
Time Worked. We still have to dredge through each ticket to look for
multiple tech's time.
It's painful now, but will be *much* worse as we continue to grow.
If anyone knows a way to do it with the existing tools, I'm all ears, BTW!!!
Thanks for giving us such an awesome product ... I've been an RT
advocate since RT v2.x. If my perl didn't suck so much, I'd love to be
a contributor, but I don't think you want my perl ... :)
Thanks,
Sam
Jesse Vincent wrote:
> Hi Everybody,
>
> I have an RT hacker working on a new, expanded reporting tool for RT.
> While I can't promise that we'll implement _every_ report you want, we
> could really use your wishlists.
>
> What reporting and statistics do you want to get out of RT?
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[rt-users] change subject string
Hello, I am using RT 3.6.4, I setup the whole application, and everything works perfect. My manager wants me to make some changes in the system and I was able to do so for most of it. Now I am stuck on the point that I don't know where I can change/add something to the subject string. right now the string looks like this: [$rtname #375] Request for a PC repair I would like to change it to [$rtname Ticket/Case #375] Request for a PC repair Where can I change that, or how? Thanks for any help? Rok ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] OCIEnvNlsCreate error trying to initialize Oracle DB
Having been scared off of using SQLite even for a small system, I've now
bought some more memory and put Oracle on my home machine. I can't get
the damn schema set up, instead getting the following error:
# perl sbin/rt-setup-database --dba=reqtrack --dba-password=foobar
--action init
DBI connect('reqtrack','reqtrack',...) failed: ERROR OCIEnvNlsCreate.
Check ORACLE_HOME env var, NLS settings, permissions, etc. at
sbin/rt-setup-database line 105
Failed to connect to dbi:Oracle:reqtrack as reqtrack: ERROR
OCIEnvNlsCreate. Check ORACLE_HOME env var, NLS settings, permissions,
etc. at sbin/rt-setup-database line 105.
I know that DBI is OK, because I run the following with no problem:
# perl -MDBI -le 'DBI->connect("DBI:Oracle:", "reqtrack", "foobar");'
#
Does anyone know what could be wrong? I've checked all permissions,
I've dropped and re-added the DB in case I screwed up the NLS stuff;
everything seems to be set up OK.
Oracle: 10.2.0.3
RT: 3.6.6
OS: Fedora Core 5
Perl: 5.8.8
Thanks!
--
Regards,
joe
Joe Casadonte
[EMAIL PROTECTED]
== ==
== The statements and opinions expressed here are my own and do not ==
== necessarily represent those of Oracle Corporation. ==
== ==
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Re: [rt-users] problem building RT 3.6.5 on FreeBSD 7.0-PRERELEASE
On Fri, Feb 15, 2008 at 01:58:54PM -0500, William Bulley wrote: > Maybe I am trying to do something on the "cutting edge", but > I get the following error when I try to build the www/rt36 > port on FreeBSD 7.0-PRERELEASE (this maybe something the > FreeBSD RT port maintainer should resolve - dunno): > You probably want to file a FreeBSD ticket about the issue ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT Reporting - We need your wishlists
On Thu, 2008-02-14 at 09:52 -0500, Jesse Vincent wrote:
> I have an RT hacker working on a new, expanded reporting tool for
> RT.
> While I can't promise that we'll implement _every_ report you want,
> we
> could really use your wishlists.
>
> What reporting and statistics do you want to get out of RT?
Hallelujah and glory be, thank you thank you thank you!
Jesse, that's the best (work-related) Valentine's day email I've ever
gotten. :-)
RT as it stands is an absolute lifesaver at the tactical, day-to-day
level, but management is constantly on my case (and I understand why)
for reports to inform more strategic decisionmaking. I've actually been
trying to figure out what I could do along these lines if I had time,
and also what I might be able to convince my company to pay Best
Practical to implement.
Here's an abbreviated wishlist:
A. Per-ticket cumulative time spent in one or more of an
arbitrarily-selected list of states ('Status' field) broken down
by selected tickets, Requestors, Queues, Owners, &etc
B. Same as (A) but in 'business time'
C. Similar to (A) and (B) but indicating averages by ticket owner
D. number of times a ticket was resolved/reopened
E. lowest/average/highest amount of time between email from
customer and response back to customer, broken down by ticket,
Requestor, Owner, or some combination thereof
F. Daily/weekly/monthly/quarterly/yearly statistics:
* # of tickets opened
* # of tickets resolved
* average times spent in various states (cf. (A) and (B)
above)
* # of tickets 'currently' in each state as of report
end-date cutoff
(all of these bullet items should of course be
filterable by any/multiple/all of: Owner, Requestor,
Queue, Custom Fields, AdminCc, &etc.
G. Trending (including comparison between arbitrary time periods,
e.g. quarter on quarter or month on month as well as just e.g.
this month vs. last month)
H. number of "touches" per ticket
* # of Requestor emails
* # of Comments
* # of Corresponds
* # of people involved in ticket
* Requestors
* AdminCcs
* Ccs
I realize I've probably cluttered this up by putting some filtering
criteria into the bullet points, but really I think you'd want to be
able to filter any reports based on some or all of the following
criteria:
Owner, Requestor, AdminCcs, Queue, various Custom Fields, time worked,
creation date, open date, resolved date, reopen date, time of day, day
of week, week of month, week of quarter, month of year, &etc.
Also, auditability and constraint by time period: if I run a report
today that shows statistics (or activity or whatever) for the past week,
in six months I'll need to be able to run a report starting with the
same criteria but specifying begin- and end-dates for this week, and
those two reports should show exactly the same results.
More thoughts as they occur,
Ole
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Team lead, customer support
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303-381-3824 my voicemail
303-381-3880 fax
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[rt-users] problem building RT 3.6.5 on FreeBSD 7.0-PRERELEASE
Maybe I am trying to do something on the "cutting edge", but
I get the following error when I try to build the www/rt36
port on FreeBSD 7.0-PRERELEASE (this maybe something the
FreeBSD RT port maintainer should resolve - dunno):
=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=
Congratulations. RT has been installed.
You must now configure RT by editing /usr/local/rt3/etc/RT_SiteConfig.pm.
(You will definitely need to set RT's database password in
/usr/local/rt3/etc/RT_SiteConfig.pm before continuing. Not doing so could be
very dangerous. Note that you do not have to manually add a
database user or set up a database for RT. These actions will be
taken care of in the next step.)
DBI connect(';host=localhost;port=4200','rtroot',...) failed: Can't connect to
local MySQL server through socket '/tmp/mysql.sock' (2) at
/usr/local/rt3/sbin/rt-setup-database line 154
Can't connect to local MySQL server through socket '/tmp/mysql.sock' (2) at
/usr/local/rt3/sbin/rt-setup-database line 157.
Database doesn't appear to exist. Aborting database drop. at
/usr/local/rt3/sbin/rt-setup-database line 158.
DBI connect(';host=localhost;port=4200','rtroot',...) failed: Can't connect to
local MySQL server through socket '/tmp/mysql.sock' (2) at
/usr/local/rt3/sbin/rt-setup-database line 105
Failed to connect to dbi:mysql:;host=localhost;port=4200 as rtroot: Can't
connect to local MySQL server through socket '/tmp/mysql.sock' (2) at
/usr/local/rt3/sbin/rt-setup-database line 105.
*** Error code 255 (ignored)
=
To complete the installation of this port, please follow these steps:
1. Edit /usr/local/rt3/etc/RT_SiteConfig.pm, by referring to
the default config file (/usr/local/rt3/etc/RT_Config.pm).
2. Configure the email and web gateways. Please refer to
'SETTING UP THE MAIL GATEWAY' in /usr/local/rt3/README
3. Restart Apache.
4. Do remember to *CHANGE* the root's password for the web interface.
The default is "password" (without the quotes.)
5. Configure RT per the instructions at
http://www.bestpractical.com/rt/docs.html
=
===> Registering installation for rt-3.6.5
=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=
Then I noticed the MySQL client was built, but not the server...
#pkg_info | grep -i mysql
mysql-client-5.0.51a Multithreaded SQL database (client)
p5-DBD-mysql-4.006 MySQL driver for the Perl5 Database Interface (DBI)
It seems odd to me that RT which depends on MySQL as the database
wouldn't treat the MySQL server as a dependency. Am I missing something?
Regards,
web...
--
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[rt-users] File attachment error...
One of my users was doing a resolve and attaching two files on a ticket,
and received the following error:
error: MIME::Body::File->open /tmp/BG1jEFDvhd: No such file or directory at
/usr/local/lib/perl5/site_perl/5.8.8/MIME/Body.pm line 435.
context: ...
431: if( $mode ne 'r' && $mode ne 'w' ) {
432: die "bad mode: '$mode'";
433: }
434:
435: my $IO = IO::File->new($path, $mode) || die "MIME::Body::File->open $path:
$!";
436:
437: $IO->binmode() if $self->binmode;
438:
439: return $IO;
...
code stack:
/usr/local/lib/perl5/site_perl/5.8.8/MIME/Body.pm:435
/usr/local/lib/perl5/site_perl/5.8.8/MIME/Body.pm:335
/usr/local/lib/perl5/site_perl/5.8.8/MIME/Body.pm:217
/opt/rt3/lib/RT/I18N.pm:388
/opt/rt3/lib/RT/I18N.pm:207
/opt/rt3/lib/RT/I18N.pm:205
/opt/rt3/lib/RT/I18N.pm:205
/opt/rt3/lib/RT/I18N.pm:162
/opt/rt3/lib/RT/Ticket_Overlay.pm:2406
/opt/rt3/lib/RT/Ticket_Overlay.pm:2357
/opt/rt3/lib/RT/Interface/Web.pm:592
/opt/rt3/share/html/Ticket/Display.html:145
/opt/rt3/share/html/Ticket/Update.html:218
/opt/rt3/share/html/autohandler:291
What do you guys think? I check /tmp and it's 7771, so there shouldn't
be any problems writing any file in there.
Thanks,
js.
--
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Re: [rt-users] RT Reporting - We need your wishlists
Jesse, A couple thoughts. If a report module was just that, a completely independent set of code and DB Tables, then historical milestones of data (like monthly, yearly, etc.) could be stored, creating a tremendous foundation for many types of reports. As a "self-contained" module, it would also be easy to add to older versions (other than setting up a callback). It would also be nice to have a better way to print charts than to take a screen shot and save it on Word. Kenn LBNL On 2/14/2008 6:52 AM, Jesse Vincent wrote: > Hi Everybody, > > I have an RT hacker working on a new, expanded reporting tool for RT. > While I can't promise that we'll implement _every_ report you want, we > could really use your wishlists. > > What reporting and statistics do you want to get out of RT? > ___ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: [EMAIL PROTECTED] > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Hierarchy of categories
Kevin, In the spirit of "more than one way to skin a cat" philosophy, why not just add another CF that is all the possible "L2/Sub-Category" values? When doing your queries, just refer to both CF's as a single "compound value" in your comparisons. They do NOT have to be different levels to work. If you didn't want certain combinations to exist, you could write a scrip that evaluated a certain combination and if it's a match, "return 0;". Hope that helps. Kenn LBNL On 2/14/2008 6:04 PM, Kevin Sheen wrote: > Hi, we are currently evaluating rt as a replacement for an in-house developed > ticket system. > > One part of our current system that I'd like to try to replicate is a > hierarchy of categories that we use to track issues with. > > Here is a quick example - if a Level 1 category contained Network, the Level > 2 subcategories might be Remote access, LAN or WAN. Another example would be > a L1 category of EDI would have L2 subcategories of X12 data problem and > Problem with IDOC. In essence the L2 subcategories are related to the L1 > category. > > I've seen the custom field configuration and see that you can create a > 'select one value' type that would have all of our L1 categories but I'm > uncertain about how to add the subcategory short of adding a couple of custom > database tables that are related. > > I've got the rt book and I'm about half way through it. I've also looked at > the past couple of months of e-mail messages but nothing has jumped out at me > yet. > > Our trial system is running rt 3.6.5. > > > thanks in advance, Kevin > > > ___ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: [EMAIL PROTECTED] > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] including some text, automatically, in Reply's message field
Chris, We do that. We built a template that includes statements WE want read embedded into the default RT header info (ticket number). We also include various ticket data info along with the comments we make when we resolve the ticket (or any other change to the ticket status that would involve the need for instructions). There's plenty of examples in wiki and the RT Essentials book. Kenn LBNL On 2/14/2008 11:45 AM, Chris wrote: > Hello all, > > I was just wondering if, when replying to a ticket, text can be pulled > into the message field automatically. What I'd like to do is include > the Resolved template's "According to our records..." message in the > field by default, to state explicitly that the issue is closed, and > then type in our explanation of the fix manually, and have it go out > as one consolidated email. Is that possible? > > Thanks, > Chris > ___ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: [EMAIL PROTECTED] > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT Reporting - We need your wishlists
Jesse, I would add to the time-tracking part. Perhaps a new table or two that contain various time totals (hours for a ticket per CF Org code for a month/year, etc.) so the actual time spent on a ticket per month can be tracked to show monthly/yearly trends/statistics. Kenn LBNL On 2/14/2008 9:38 AM, Stephen Turner wrote: > At Thursday 2/14/2008 09:52 AM, Jesse Vincent wrote: >> Hi Everybody, >> >> What reporting and statistics do you want to get out of RT? > > - Reporting by requestor metadata (e.g. Organization). QB allows for > filtering, but not for including these fields in the result set. > - Various time-period measurements (e.g. time from ticket creation to > first open; time from creation to resolution etc). > - Escalation tracking, meaning tickets that originate in my queue but > are moved to another. So, questions like: > - How many tickets do we escalate, and to whom? > - How long do tickets remain open after escalation? > - Tracking of time that tickets are actively being worked on and time > that they are 'inactive' (e.g. in a 'stalled' status, or waiting for > a client's response). > > Our reporting strategy is actually to move data nightly into our Data > Warehouse, with a simplified schema that facilitates easier > reporting. We are almost ready for production on this. Some obstacles > remain, though - custom fields are hard, and multiple requestors > muddy the waters. > > Thanks, > Steve > > > Stephen Turner > Senior Programmer/Analyst - SAIS > MIT Information Services and Technology (IS&T) > > > ___ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: [EMAIL PROTECTED] > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Not getting queue name in replies...
Make sure you edit it in RT_SiteConfig.pm and not RT_Config.pm On Thu, Feb 14, 2008 at 4:22 PM, Roy Sowa <[EMAIL PROTECTED]> wrote: > Found it ... > my bad...( more learning ) > > > In /opt/rt3/RT_Config.pm > had this line set incorrectly... > > Set($UseFriendlyFromLine , 0); > > ___ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: [EMAIL PROTECTED] > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- - - Sharlon (c). ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Why Resolve + Comment?
On Fri, Feb 8, 2008 at 1:12 PM, Jean-Sebastien Morisset
<[EMAIL PROTECTED]> wrote:
> requestor doesn't see the summary of work done because
> it's a comment and not a reply.
Jean-Sebastien,
I am working on this same thing. Kenn Crocker's comment in this
thread about not messing with the internals of RT sounds good to me,
so the solution was just to make a template. Remember, templates can
include perl, and so a template can do anything that perl can do. I'm
no good with perl, so this often slips my mind. Anyway, based on an
older message on rt-users, I made (using this word loosely) this new
template:
*
Subject: Resolved: {$Ticket->Subject}
According to our records, your request has been resolved. If you have any
further questions or concerns, please respond to this message.
Comments about the resolution of this issue:
{
my $resolution_comment;
my $Transactions = $Ticket->Transactions;
$Transactions->Limit( FIELD => 'Type', VALUE => 'Comment' );
$Transactions->OrderByCols (
{ FIELD => 'Created', ORDER => 'DESC' },
{ FIELD => 'id', ORDER => 'DESC' },
);
my $CommentObj = $Transactions->First;
if( $CommentObj && $CommentObj->id ) {
$resolution_comment = $CommentObj->Content;
}
$resolution_comment;
}
*
It works!
Chris
> We simply created our own "Resolve" template and include in that
> template the last comment made when the ticket was resolved. That way we
> didn't have to mess with any overrides or defaults in native RT.
>
> Kenn
> LBNL
Kenn,
If your template is better (and it probably is, heheh), please post it.
___
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[rt-users] Merging 2 RT instances
Since I've been unable to find code to do this anywhere else... So details on how we merged a departmental RT instance into our central RT system. https://wiki.bath.ac.uk/display/rt/Import+and+Export The privileged users, groups, queues and ACLs were all manually created before the import, using various scripts that we have for maintaining our central queues. This was primarily because we didn't want the old queue names or groups. A word of warning, on our 200Meg / 3000 ticket donor system it did manage to chomp it's way through nearly a gig of ram during import. It also appears to have shown up a weird bug in DBIx::SearchBuilder which means that it passing undef in as id and EffectiveId doesn't trigger the use of 'auto' sequences... Mark -- Mark Chappell Unix Systems Administrator ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT Reporting - We need your wishlists
On Thu, Feb 14, 2008 at 09:52:52AM -0500, Jesse Vincent wrote: > Hi Everybody, > > I have an RT hacker working on a new, expanded reporting tool for RT. > While I can't promise that we'll implement _every_ report you want, we > could really use your wishlists. > > What reporting and statistics do you want to get out of RT? > ___ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > Here are typical reports that we use here at Rice: Case Load Trending. -Year to year trending view, by month of tickets logged. Each month's total consists of tickets closed during that month and currently open tickets. These are gathered on a per queue basis, then summed to provide a departmental overview. Response Time. -Response to new tickets is tracked. Time is calculated by subtracting the "Started " field from the " Business Time Start" field. Responses to Urgent tickets are also tracked as a subset. Tickets with the word "Urgent" in the subject line are sorted into this subset. Problem Resolution Time. -Pie chart breakdown of resolution times. Current segmentation is same day, 1-3 days, 3 - 7 days, Greater than a week. These buckets are arbitrary and should be user selectable. Resolution Time - Median -The median resolution time for issues are tracked by queue on a monthly basis. Used for trend analysis . Category Breakdown - Pie Chart to show the distribution of the type of issues being reported/resolved. This is a compilation of the information entered in the custom "Resolution Category" field. The report should allow the user to select time windows. The ability to show trends (year to year shifts) would also be great. Regards, Ken ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT Reporting - We need your wishlists
Hi! I would like a report for a year, which report how long tickets with the subject "foo*" in the Queue x were in the states new, open or stalled All these tickets could have sub tickets (children) in the queue y and z. All these direct children should also be evaluated. The report should consider the total time for tickets in x, and the shares/fractions in the queue y and z. The result should show the average time over the period for tickets in x,y and z and in percent. Maybe x is 100%, than (x-(y+z)), y and z. In the end I need something which says. You had 1000 Tickets with subject foo* in queue x. In queue x they stayed 4240 h in new, open or stalled. The depending tickets in y stayed 1020 h in new, open or stalled in z 2900 h in new, open or stalled, in x (without the time of y and z) they stayed 320 h. best regards! On Do, 2008-02-14 at 09:52 -0500, Jesse Vincent wrote: > Hi Everybody, > > I have an RT hacker working on a new, expanded reporting tool for RT. > While I can't promise that we'll implement _every_ report you want, we > could really use your wishlists. > > What reporting and statistics do you want to get out of RT? > ___ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: [EMAIL PROTECTED] > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT Reporting - We need your wishlists
Jesse, What my group really wants is a way to generate weekly status reports from RT. I.e. a report of ticket/task activity with all the transaction comments. Not a finished report, but something that could be dropped into a text editor and cleaned up for the public. I know I could do this with the rt command, but it isn't straight forward. An easy way to do it would be great. Of course the word 'weekly' is key. We would want to be able to say 'from date - to date' or ' since date' or 'last 7 days'. Thanks! Steve Holmes On Thu, Feb 14, 2008 at 9:52 AM, Jesse Vincent <[EMAIL PROTECTED]> wrote: > Hi Everybody, > > I have an RT hacker working on a new, expanded reporting tool for RT. > While I can't promise that we'll implement _every_ report you want, we > could really use your wishlists. > > What reporting and statistics do you want to get out of RT? > ___ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: [EMAIL PROTECTED] > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] corrupted attachments with fetchmail
Perl 5.8.8 Fetchmail 6.3.8+RPA+NTLM+SDPS+SSL+NLS Rt 3.6.3 Basically any emails we get with attachments the attachments get corrupted no matter how small or what type they are. And we tend to get this on the top of most emails: This is a multi-part message in MIME format... =_1203009024-4685-2 Content-Type: text/plain; charset="utf-8" Content-Transfer-Encoding: 8bit How can we fix this? we were suggested mimeStrip.pl however I am unsure of how to hook that up with our fetchmail rc file, maybe you guys can help with that? poll pop.abcdfg.com with proto POP3 and options no dns options user 'app.support' with pass "asdfghjkl" is 'app.support' here options ssl mda "/var/www/rt/rt-3.6.3/bin/rt-mailgate --url https://127.0.0.1 --queue General --action correspond" Any suggestions are welcome, we are at a loss and don't know what to do. Thanks, --Carlos ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT Reporting - We need your wishlists
On Thu, Feb 14, 2008 at 09:52:52AM -0500, Jesse Vincent wrote: > Hi Everybody, > > I have an RT hacker working on a new, expanded reporting tool for RT. > While I can't promise that we'll implement _every_ report you want, we > could really use your wishlists. > > What reporting and statistics do you want to get out of RT? here is a list of things we made here (some already exists with current Reports module in 3.6.x): (many charts use our 'Customer' customfield value for grouping) - Count of open tickets for the current month grouped by CF "customer" - Count of open tickets for the current month for a named value of CF "customer", grouped by CreatedDaily - Count of Tickets unresolved since at least 1 month grouped by CF "customer" - Count of Tickets unresolved since at least 1 month for a named value of CF "customer", grouped by CreatedDaily - Count of Tickets unresolved since at least 1 week grouped by CF "customer" - Count of Tickets unresolved since at least 1 week for a named value of CF "customer", grouped by CreatedDaily - Count of Tickets, grouped by CF "responsability" - TimeWorked sum for current month tickets, grouped by CF "customer" Charts wanted which we didn't did (need to much work): - Average time to resolve tickets grouped by CF "customer" - Ticket count grouped by Priority and CF "responsability" Mostly, the current lack on Reports module is to easily charts times (some like TimeWorked can be done by Modifying Search/Chart and Search/Elements/Chart (tip: s/COUNT/SUM/ ;)), but creating reports with a difference between for example OpenDate and ResolveDate seems more difficult). It would be nice also to have a link for downloading the generated datas as csv on the Chart page. Hope this can help making a powerfull RT reporting tool :)). ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT Reporting - We need your wishlists
Hi, I'm a recent user/admin of rt, which was already setup in my new company, so I don't know much about the historical of RT. What I'm wishing, I don't even know if it's technically feasible, is that when you reply to a ticket, the email that it sends is interpreted as a "reply", so that my mail reader can sort them with hierarchy (I hope I'm clear...). If you think it's a bad idea, could you please explain me why (I can also accept if you say "not important enough to spend time on this"...) Thanks for your efforts. Nicolas On Thu, 14 Feb 2008 09:52:52 -0500 Jesse Vincent <[EMAIL PROTECTED]> wrote: > Hi Everybody, > > I have an RT hacker working on a new, expanded reporting tool for > RT. While I can't promise that we'll implement _every_ report you > want, we could really use your wishlists. > > What reporting and statistics do you want to get out of RT? > ___ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: [EMAIL PROTECTED] > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
