Re: [rt-users] colorize status
¿Have you tried to colorize using HTML code? :S :S
Regards,
ALBERTO VILLANUEVA VAL
Consultor
Altran
ParqueEmpresarial Las Mercedes, Edificio 1
C/ Campezo, 1. 28022 Madrid
Tel : + 34 91 744 46 00
Fax: + 34 91 415 24 57
www.altran.es
-Mensaje original-
De: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] En nombre de Alex Young
Enviado el: miércoles, 11 de febrero de 2009 2:39
Para: Daniel Cook; rt-users@lists.bestpractical.com
Asunto: Re: [rt-users] colorize status
I've been looking at this today and I have it working, but I think the
code needs a bit of a cleanup.
Looking in the files the code that shows the info at the top of the
ticket is in /opt/rt3/share/html/Ticket/Elements/ShowUpdateStatus so I
sourced much of the code from there.
I changed your updated statusInColor code form the WIKI.
# Show status in colour.
sub statusInColor {
my $Ticket = shift;
my $status = $Ticket-Status;
my $css = status . lc $status;
my $cssreply = status . lc reply;
my $LastUpdater = $Ticket-LastUpdatedByObj-EmailAddress;
my $TicketRequestors =
$Ticket-Requestors-MemberEmailAddressesAsString;
my $TicketCC = $Ticket-Cc-MemberEmailAddressesAsString;
my $CurrentUser = $session{'CurrentUser'}-EmailAddress;
# Added $CurentUser ne $LastUpdater to prevent showing New Reply tag
when the last updater is the current user.
if (($CurrentUser ne $LastUpdater) ($TicketRequestors =~
$LastUpdater) || ($TicketCC =~ $LastUpdater))
{
my $txn = $Ticket-SeenUpTo or return \div
class=\$css\$status/div;
#my $TicketLink = RT-Config-Get('WebPath')
./Ticket/Display.html?id=. $Ticket-id. #txn-.$txn-id;
# Comment out the line above and uncomment the following line to mark
posts as seen when following link.
my $TicketLink = RT-Config-Get('WebPath')
./Ticket/Display.html?id=. $Ticket-id .MarkAsSeen=1.
#txn-.$txn-id;
$status = div class=\$css\$status a
href=\$TicketLink\span class=\$cssreply\New
Reply/span/a/div;
}
else {
$status = div class=\$css\$status/div;
}
return \$status;
}
-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Daniel
Cook
Sent: 06 February 2009 22:33
To: rt-users@lists.bestpractical.com
Subject: [rt-users] colorize status
So I've updated the ShowStatusInColor page on the wiki to reflect how I
have implemented this in 3.8.2 The question that I have is this...
When replys are colorized in my list view, the way things are setup
right now, it is done based on who the last person to modify the ticket
was
I have noticed that when I open a ticket that has had a reply there is a
little note at the top of the ticket that sais there are new messages.
This message goes away after I have viewed the message.
This is how I would like this new reply type flag setup for my list
view. I would like it to drop the rep flag and the reply color after I
view the new message - without necessarily making any reply or physical
change to the ticket.
Is this easily possible? Any advise on how to go about it?
Thanks,
Dan
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Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
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Buy a copy at http://rtbook.bestpractical.com
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[rt-users] WG: change Queue order !!!
Hello, I want change the sorting order of RT-queues, because our external customers (unprivileged users) can see only one queue inbox. Also Unprivileged users can create tickets only on this queue. After a supporter is notified, that a ticket is created, this supporter log on the server and move the ticket from inbox to the appropriate queue. The problem is, that when a support log on RT-system the inbox queue appear on the middle of the site. We have about 40 queues !!! Therefore I want change the sorting order of my queues so, that when a supporter log on, he will see inbox queue on the TOP of Quick-search tab. Best regards from Germany, Tariq Von: Alberto Villanueva [mailto:alberto.villanu...@altran.es] Gesendet: Mittwoch, 11. Februar 2009 09:57 An: Tariq Doukkali Betreff: RE: [rt-users] change Queue order !!! Hello Tariq, Could I ask to you why you want to do that?? Regards, ALBERTO VILLANUEVA VAL Consultor [cid:image001.jpg@01C98C30.72A64D30] ParqueEmpresarial Las Mercedes, Edificio 1 C/ Campezo, 1. 28022 Madrid Tel : + 34 91 744 46 00 Fax: + 34 91 415 24 57 www.altran.eshttp://www.altran.es hr size=2 width=100% align=center De: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] En nombre de Tariq Doukkali Enviado el: miércoles, 11 de febrero de 2009 7:45 Para: Torsten Brumm CC: rt-users@lists.bestpractical.com Asunto: Re: [rt-users] change Queue order !!! Hello, I mean the queue order inside the quicksearch. Thanks Von: Torsten Brumm [mailto:torsten.br...@googlemail.com] Gesendet: Dienstag, 10. Februar 2009 20:32 An: Tariq Doukkali Cc: rt-users@lists.bestpractical.com Betreff: Re: [rt-users] change Queue order !!! What do you mean? The queue order inside the quicksearch? This is in alphabetical order or do you mean inside a queue, the order of tickets? For this have a look for global setting inside RT_SiteConfig.pm or under user prefs for user based. Torsten 2009/2/10 Tariq Doukkali tariq.doukk...@autoform.demailto:tariq.doukk...@autoform.de Hello all, how can I change the order of my Queues ??? Many Thanks ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.commailto:sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- MFG Torsten Brumm http://www.torsten-brumm.de inline: image001.jpg___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] change Queue order !!!
Hello Alberto, many Thanks for your answer !!! The right's configurations are ok. The only problem is, that on the quick search tab the queues are sorted alphabetically. And I will define my own sorting order (not alphabetically) Chau ;-)) Von: Alberto Villanueva [mailto:alberto.villanu...@altran.es] Gesendet: Mittwoch, 11. Februar 2009 10:23 An: Tariq Doukkali Betreff: RE: [rt-users] change Queue order !!! Hello Tariq! You have to modify the RT_Config.pm file, or creating a new file where you generate the new combobox (or textbox,...). But I suspect the problem is about permissions. Are they right?? Because my customers (each customer, see a concrete queue) only watch their queues :) Best regards from Spain! ALBERTO VILLANUEVA VAL Consultor [cid:image001.jpg@01C98C33.C97664D0] ParqueEmpresarial Las Mercedes, Edificio 1 C/ Campezo, 1. 28022 Madrid Tel : + 34 91 744 46 00 Fax: + 34 91 415 24 57 www.altran.eshttp://www.altran.es hr size=2 width=100% align=center De: Tariq Doukkali [mailto:tariq.doukk...@autoform.de] Enviado el: miércoles, 11 de febrero de 2009 10:07 Para: Alberto Villanueva Asunto: AW: [rt-users] change Queue order !!! Hello, I want change the sorting order of RT-queues, because our external customers (unprivileged users) can see only one queue inbox. Also Unprivileged users can create tickets only on this queue. After a supporter is notified, that a ticket is created, this supporter log on the server and move the ticket from inbox to the appropriate queue. The problem is, that when a support log on RT-system the inbox queue appear on the middle of the site. We have about 40 queues !!! Therefore I want change the sorting order of my queues so, that when a supporter log on, he will see inbox queue on the TOP of Quick-search tab. Best regards from Germany, Tariq Von: Alberto Villanueva [mailto:alberto.villanu...@altran.es] Gesendet: Mittwoch, 11. Februar 2009 09:57 An: Tariq Doukkali Betreff: RE: [rt-users] change Queue order !!! Hello Tariq, Could I ask to you why you want to do that?? Regards, ALBERTO VILLANUEVA VAL Consultor [cid:image001.jpg@01C98C33.C97664D0] ParqueEmpresarial Las Mercedes, Edificio 1 C/ Campezo, 1. 28022 Madrid Tel : + 34 91 744 46 00 Fax: + 34 91 415 24 57 www.altran.eshttp://www.altran.es hr size=2 width=100% align=center De: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] En nombre de Tariq Doukkali Enviado el: miércoles, 11 de febrero de 2009 7:45 Para: Torsten Brumm CC: rt-users@lists.bestpractical.com Asunto: Re: [rt-users] change Queue order !!! Hello, I mean the queue order inside the quicksearch. Thanks Von: Torsten Brumm [mailto:torsten.br...@googlemail.com] Gesendet: Dienstag, 10. Februar 2009 20:32 An: Tariq Doukkali Cc: rt-users@lists.bestpractical.com Betreff: Re: [rt-users] change Queue order !!! What do you mean? The queue order inside the quicksearch? This is in alphabetical order or do you mean inside a queue, the order of tickets? For this have a look for global setting inside RT_SiteConfig.pm or under user prefs for user based. Torsten 2009/2/10 Tariq Doukkali tariq.doukk...@autoform.demailto:tariq.doukk...@autoform.de Hello all, how can I change the order of my Queues ??? Many Thanks ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.commailto:sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- MFG Torsten Brumm http://www.torsten-brumm.de inline: image001.jpg___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] colorize status
No, as I based the code on already existing code that did most of the job
already. You're welcome to suggest how it could be improved.
-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Alberto
Villanueva
Sent: 11 February 2009 08:53
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] colorize status
¿Have you tried to colorize using HTML code? :S :S
Regards,
ALBERTO VILLANUEVA VAL
Consultor
Altran
ParqueEmpresarial Las Mercedes, Edificio 1
C/ Campezo, 1. 28022 Madrid
Tel : + 34 91 744 46 00
Fax: + 34 91 415 24 57
www.altran.es
-Mensaje original-
De: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] En nombre de Alex Young
Enviado el: miércoles, 11 de febrero de 2009 2:39
Para: Daniel Cook; rt-users@lists.bestpractical.com
Asunto: Re: [rt-users] colorize status
I've been looking at this today and I have it working, but I think the
code needs a bit of a cleanup.
Looking in the files the code that shows the info at the top of the
ticket is in /opt/rt3/share/html/Ticket/Elements/ShowUpdateStatus so I
sourced much of the code from there.
I changed your updated statusInColor code form the WIKI.
# Show status in colour.
sub statusInColor {
my $Ticket = shift;
my $status = $Ticket-Status;
my $css = status . lc $status;
my $cssreply = status . lc reply;
my $LastUpdater = $Ticket-LastUpdatedByObj-EmailAddress;
my $TicketRequestors =
$Ticket-Requestors-MemberEmailAddressesAsString;
my $TicketCC = $Ticket-Cc-MemberEmailAddressesAsString;
my $CurrentUser = $session{'CurrentUser'}-EmailAddress;
# Added $CurentUser ne $LastUpdater to prevent showing New Reply tag
when the last updater is the current user.
if (($CurrentUser ne $LastUpdater) ($TicketRequestors =~
$LastUpdater) || ($TicketCC =~ $LastUpdater))
{
my $txn = $Ticket-SeenUpTo or return \div
class=\$css\$status/div;
#my $TicketLink = RT-Config-Get('WebPath')
./Ticket/Display.html?id=. $Ticket-id. #txn-.$txn-id;
# Comment out the line above and uncomment the following line to mark
posts as seen when following link.
my $TicketLink = RT-Config-Get('WebPath')
./Ticket/Display.html?id=. $Ticket-id .MarkAsSeen=1.
#txn-.$txn-id;
$status = div class=\$css\$status a
href=\$TicketLink\span class=\$cssreply\New
Reply/span/a/div;
}
else {
$status = div class=\$css\$status/div;
}
return \$status;
}
-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Daniel
Cook
Sent: 06 February 2009 22:33
To: rt-users@lists.bestpractical.com
Subject: [rt-users] colorize status
So I've updated the ShowStatusInColor page on the wiki to reflect how I
have implemented this in 3.8.2 The question that I have is this...
When replys are colorized in my list view, the way things are setup
right now, it is done based on who the last person to modify the ticket
was
I have noticed that when I open a ticket that has had a reply there is a
little note at the top of the ticket that sais there are new messages.
This message goes away after I have viewed the message.
This is how I would like this new reply type flag setup for my list
view. I would like it to drop the rep flag and the reply color after I
view the new message - without necessarily making any reply or physical
change to the ticket.
Is this easily possible? Any advise on how to go about it?
Thanks,
Dan
___
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Community help: http://wiki.bestpractical.com
Commercial support: sa...@bestpractical.com
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
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Community help: http://wiki.bestpractical.com
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Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
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Buy a copy at
Re: [rt-users] colorize status
The code was HTML embebed :( :( :(. Get up early is bad :P
When I look that code, I will try to suggest something ;)
Regards,
ALBERTO VILLANUEVA VAL
Consultor
Altran
ParqueEmpresarial Las Mercedes, Edificio 1
C/ Campezo, 1. 28022 Madrid
Tel : + 34 91 744 46 00
Fax: + 34 91 415 24 57
www.altran.es
-Mensaje original-
De: Alex Young [mailto:alexyo...@scoutsolutions.co.uk]
Enviado el: miércoles, 11 de febrero de 2009 11:04
Para: Alberto Villanueva; rt-users@lists.bestpractical.com
Asunto: RE: [rt-users] colorize status
No, as I based the code on already existing code that did most of the job
already. You're welcome to suggest how it could be improved.
-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Alberto
Villanueva
Sent: 11 February 2009 08:53
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] colorize status
¿Have you tried to colorize using HTML code? :S :S
Regards,
ALBERTO VILLANUEVA VAL
Consultor
Altran
ParqueEmpresarial Las Mercedes, Edificio 1
C/ Campezo, 1. 28022 Madrid
Tel : + 34 91 744 46 00
Fax: + 34 91 415 24 57
www.altran.es
-Mensaje original-
De: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] En nombre de Alex Young
Enviado el: miércoles, 11 de febrero de 2009 2:39
Para: Daniel Cook; rt-users@lists.bestpractical.com
Asunto: Re: [rt-users] colorize status
I've been looking at this today and I have it working, but I think the
code needs a bit of a cleanup.
Looking in the files the code that shows the info at the top of the
ticket is in /opt/rt3/share/html/Ticket/Elements/ShowUpdateStatus so I
sourced much of the code from there.
I changed your updated statusInColor code form the WIKI.
# Show status in colour.
sub statusInColor {
my $Ticket = shift;
my $status = $Ticket-Status;
my $css = status . lc $status;
my $cssreply = status . lc reply;
my $LastUpdater = $Ticket-LastUpdatedByObj-EmailAddress;
my $TicketRequestors =
$Ticket-Requestors-MemberEmailAddressesAsString;
my $TicketCC = $Ticket-Cc-MemberEmailAddressesAsString;
my $CurrentUser = $session{'CurrentUser'}-EmailAddress;
# Added $CurentUser ne $LastUpdater to prevent showing New Reply tag
when the last updater is the current user.
if (($CurrentUser ne $LastUpdater) ($TicketRequestors =~
$LastUpdater) || ($TicketCC =~ $LastUpdater))
{
my $txn = $Ticket-SeenUpTo or return \div
class=\$css\$status/div;
#my $TicketLink = RT-Config-Get('WebPath')
./Ticket/Display.html?id=. $Ticket-id. #txn-.$txn-id;
# Comment out the line above and uncomment the following line to mark
posts as seen when following link.
my $TicketLink = RT-Config-Get('WebPath')
./Ticket/Display.html?id=. $Ticket-id .MarkAsSeen=1.
#txn-.$txn-id;
$status = div class=\$css\$status a
href=\$TicketLink\span class=\$cssreply\New
Reply/span/a/div;
}
else {
$status = div class=\$css\$status/div;
}
return \$status;
}
-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Daniel
Cook
Sent: 06 February 2009 22:33
To: rt-users@lists.bestpractical.com
Subject: [rt-users] colorize status
So I've updated the ShowStatusInColor page on the wiki to reflect how I
have implemented this in 3.8.2 The question that I have is this...
When replys are colorized in my list view, the way things are setup
right now, it is done based on who the last person to modify the ticket
was
I have noticed that when I open a ticket that has had a reply there is a
little note at the top of the ticket that sais there are new messages.
This message goes away after I have viewed the message.
This is how I would like this new reply type flag setup for my list
view. I would like it to drop the rep flag and the reply color after I
view the new message - without necessarily making any reply or physical
change to the ticket.
Is this easily possible? Any advise on how to go about it?
Thanks,
Dan
___
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Community help: http://wiki.bestpractical.com
Commercial support: sa...@bestpractical.com
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
___
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Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] WG: change Queue order !!!
On Wed, 2009-02-11 at 10:10 +0100, Tariq Doukkali wrote: Therefore I want change the sorting order of my queues so, that when a supporter log on, he will see inbox queue on the TOP of Quick-search tab. I wouldn't mind seeing a Sort field added to the configuration of queues -- similar to the one when creating values for a multi-select custom field. In the meantime, I used the cheap and easy workaround of inserting a sort code at the beginning of the queue name. So, my alpha sorted queues look like: 1-Low (1-5 are my input queues, with 2-Normal the default) 2-Normal 3-High 4-Urgent 5-Emergency Admin (The alpha queues are fine sorted as-is) Building Services Delivery . . . etc . . . Z-Jane (The Z-* queues are approvals -- i.e. an approval is Z-John is created when a ticket is created or moved here) Z-Mary In some ways, I like using this method a little better than having a hidden sort field since the queue name indicates it's purpose (especially the Z-* queues) without having to spell it out. JA ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Search hangs RT
Hello!
Sorry, no change in RT behaviour. Still keeps hanging on searches.
Regards,
/Anne-Marie
Torsten Brumm skrev:
Hi Anne Marie,
to optimize tables use mysql optimize table sessions;
we had the same issue in the past and turned down the session locking
time in the mysql.pm http://mysql.pm from your first mail to 1sec,
it fixes it for us.
torsten
btw, we also clean each night the session table, which makes rt lot
faster.
2009/2/10 Anne-Marie Achrenius a...@chalmers.se mailto:a...@chalmers.se
Kenneth Marshall skrev:
On Tue, Feb 10, 2009 at 02:21:15PM +0100, Anne-Marie Achrenius
wrote:
Hello!
I'm new to the list and I'm in a bit of a pickle, our RT-guru is on
paternity leave and we've started having problems with our
RT-installation.
I've tried searching the list archives for something similar, but
nothing fits exactly:
The problem: Often (not every time, maybe 8 out of 10) when I
perform a
Search in RT, the search hangs.
The mysqld process is at 100 % cpu. When reading the log files,
this
jumps out:
/var/lib/mysql/blaha.log:
SELECT
GET_LOCK('Apache-Session-ed5bea237ae21873fecd13ade9cb3f63', 3600)
and after a few minutes the web-interface returns with 500
Internal
Server Error
I've so far tried to decrease the LOCK time in
/usr/lib/perl5/site_perl/5.8.5/Apache/Session/Lock/MySQL.pm
but that doesn't seem to help at all.
I've enabled logging of slow mysql queries, but so far no log
entries
We're running RT 3.7.5
mysql 14.7
apache 2.0.52
Does anyone have any suggestions or similar problems?
I can't pinpoint when we started having problems, 2-3 weeks
ago, and the
problem seems to slowly escalate.
/Anne-Marie
Maybe your session table needs to be cleaned up. Try deleting any
sessions over a couple of days old and then optimize the table. I
cannot help with the specific commands since we use PostgreSQL for
our RT instance but in SQL I run a command like:
DELETE FROM sessions WHERE lastupdated '2009-1-30';
or even
TRUNCATE TABLE sessions;
to get them all. You may just have a bloat problem. Try a
SELECT COUNT(*) FROM sessions;
Hope this helps.
Cheers,
Ken
Thanks for the help, unfortunately the problem doesn't seem to lie
there:
mysql SELECT COUNT(*) FROM sessions;
+--+
| COUNT(*) |
+--+
| 323 |
+--+
1 row in set (0.00 sec)
and deleting anything older than 30/1 left 11. Still the same problem,
search keeps hanging.
How do I optimize the table? (I used to work with Oracle db:s
around 10
years ago, I'm pretty rusty!)
Depressed,
/Anne-Marie
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--
MFG
Torsten Brumm
http://www.torsten-brumm.de
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Re: [rt-users] Search hangs RT
Hello Kenneth,
thanks for your help, but I already tried that. It generates a new type
of problem, every click on a link logs out the user.
I read a thread that seemed to indicate that this could be Web
client-related, unfortunately there were no follow ups on that info.
Searches still hang almost every time, those few times that a search
runs correctly, clicking on one of the resulting tickets cause the same
kind of hang.
Regards,
/Anne-Marie
Kenneth Marshall skrev:
On Tue, Feb 10, 2009 at 04:19:27PM +0100, Anne-Marie Achrenius wrote:
Kenneth Marshall skrev:
On Tue, Feb 10, 2009 at 02:21:15PM +0100, Anne-Marie Achrenius wrote:
Hello!
I'm new to the list and I'm in a bit of a pickle, our RT-guru is on
paternity leave and we've started having problems with our RT-installation.
I've tried searching the list archives for something similar, but
nothing fits exactly:
The problem: Often (not every time, maybe 8 out of 10) when I perform a
Search in RT, the search hangs.
The mysqld process is at 100 % cpu. When reading the log files, this
jumps out:
/var/lib/mysql/blaha.log:
SELECT GET_LOCK('Apache-Session-ed5bea237ae21873fecd13ade9cb3f63', 3600)
and after a few minutes the web-interface returns with 500 Internal
Server Error
I've so far tried to decrease the LOCK time in
/usr/lib/perl5/site_perl/5.8.5/Apache/Session/Lock/MySQL.pm
but that doesn't seem to help at all.
I've enabled logging of slow mysql queries, but so far no log entries
We're running RT 3.7.5
mysql 14.7
apache 2.0.52
Does anyone have any suggestions or similar problems?
I can't pinpoint when we started having problems, 2-3 weeks ago, and the
problem seems to slowly escalate.
/Anne-Marie
Maybe your session table needs to be cleaned up. Try deleting any
sessions over a couple of days old and then optimize the table. I
cannot help with the specific commands since we use PostgreSQL for
our RT instance but in SQL I run a command like:
DELETE FROM sessions WHERE lastupdated '2009-1-30';
or even
TRUNCATE TABLE sessions;
to get them all. You may just have a bloat problem. Try a
SELECT COUNT(*) FROM sessions;
Hope this helps.
Cheers,
Ken
Thanks for the help, unfortunately the problem doesn't seem to lie there:
mysql SELECT COUNT(*) FROM sessions;
+--+
| COUNT(*) |
+--+
| 323 |
+--+
1 row in set (0.00 sec)
and deleting anything older than 30/1 left 11. Still the same problem,
search keeps hanging.
How do I optimize the table? (I used to work with Oracle db:s around 10
years ago, I'm pretty rusty!)
Depressed,
/Anne-Marie
Anne-Marie,
It is more drastic, but since your RT administrator is out, maybe you
could change to Session logging to a file and not the database. In
3.8 the lines in RT_Config.pm are:
=item C$WebSessionClass
C$WebSessionClass is the class you wish to use for managing Sessions.
It defaults to use your SQL database, but if you are using MySQL 3.x and
plans to use non-ascii Queue names, uncomment and add this line to
FRT_SiteConfig.pm will prevent session corruption.
=cut
# Set($WebSessionClass , 'Apache::Session::File');
You should be able to add this line to your RT_SiteConfig.pm and then
restart RT to use the file version of session storage. That should
get you working until your admin returns.
Good luck,
Ken
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Re: [rt-users] Search hangs RT
That behavior (every click brings you to a new link) is a sessions
issue, as RT can't find wherever your storing sessions.
If it is doing this and searches are still hanging, it sounds like the
issue is not related to sessions.
~Sam
On Wed, Feb 11, 2009 at 7:19 AM, Anne-Marie Achrenius a...@chalmers.se wrote:
Hello Kenneth,
thanks for your help, but I already tried that. It generates a new type
of problem, every click on a link logs out the user.
I read a thread that seemed to indicate that this could be Web
client-related, unfortunately there were no follow ups on that info.
Searches still hang almost every time, those few times that a search
runs correctly, clicking on one of the resulting tickets cause the same
kind of hang.
Regards,
/Anne-Marie
Kenneth Marshall skrev:
On Tue, Feb 10, 2009 at 04:19:27PM +0100, Anne-Marie Achrenius wrote:
Kenneth Marshall skrev:
On Tue, Feb 10, 2009 at 02:21:15PM +0100, Anne-Marie Achrenius wrote:
Hello!
I'm new to the list and I'm in a bit of a pickle, our RT-guru is on
paternity leave and we've started having problems with our
RT-installation.
I've tried searching the list archives for something similar, but
nothing fits exactly:
The problem: Often (not every time, maybe 8 out of 10) when I perform a
Search in RT, the search hangs.
The mysqld process is at 100 % cpu. When reading the log files, this
jumps out:
/var/lib/mysql/blaha.log:
SELECT GET_LOCK('Apache-Session-ed5bea237ae21873fecd13ade9cb3f63', 3600)
and after a few minutes the web-interface returns with 500 Internal
Server Error
I've so far tried to decrease the LOCK time in
/usr/lib/perl5/site_perl/5.8.5/Apache/Session/Lock/MySQL.pm
but that doesn't seem to help at all.
I've enabled logging of slow mysql queries, but so far no log entries
We're running RT 3.7.5
mysql 14.7
apache 2.0.52
Does anyone have any suggestions or similar problems?
I can't pinpoint when we started having problems, 2-3 weeks ago, and the
problem seems to slowly escalate.
/Anne-Marie
Maybe your session table needs to be cleaned up. Try deleting any
sessions over a couple of days old and then optimize the table. I
cannot help with the specific commands since we use PostgreSQL for
our RT instance but in SQL I run a command like:
DELETE FROM sessions WHERE lastupdated '2009-1-30';
or even
TRUNCATE TABLE sessions;
to get them all. You may just have a bloat problem. Try a
SELECT COUNT(*) FROM sessions;
Hope this helps.
Cheers,
Ken
Thanks for the help, unfortunately the problem doesn't seem to lie there:
mysql SELECT COUNT(*) FROM sessions;
+--+
| COUNT(*) |
+--+
| 323 |
+--+
1 row in set (0.00 sec)
and deleting anything older than 30/1 left 11. Still the same problem,
search keeps hanging.
How do I optimize the table? (I used to work with Oracle db:s around 10
years ago, I'm pretty rusty!)
Depressed,
/Anne-Marie
Anne-Marie,
It is more drastic, but since your RT administrator is out, maybe you
could change to Session logging to a file and not the database. In
3.8 the lines in RT_Config.pm are:
=item C$WebSessionClass
C$WebSessionClass is the class you wish to use for managing Sessions.
It defaults to use your SQL database, but if you are using MySQL 3.x and
plans to use non-ascii Queue names, uncomment and add this line to
FRT_SiteConfig.pm will prevent session corruption.
=cut
# Set($WebSessionClass , 'Apache::Session::File');
You should be able to add this line to your RT_SiteConfig.pm and then
restart RT to use the file version of session storage. That should
get you working until your admin returns.
Good luck,
Ken
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[rt-users] RT 3.8.2 Dashboard Can't find object SearchIds
Greetings, I've searched for this issue on the archives and couldn't find anything related to it. RT 3.8.2 clean install. When going to Tools-Dashboards-Queries I get the following error message: Can't locate object method SearchIds via package RT::Dashboard at /opt/rt3/share/html/Dashboards/Queries.html line 95, line 47. Any ideas? Thanks, Roy. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Search hangs RT
Anne-Marie Achrenius wrote: We're running RT 3.7.5 mysql 14.7 apache 2.0.52 Any particular reason you know about that you're running a 'unsupported' version of RT? RT 3.6.7 is the latest stable RT 3.6 release and RT 3.8.2 is the latest RT 3.8 release. I have had the same problems with sessions being logged out for every click and my solution was to edit SetupSessionCookies I think, to enable transactions. See the archives for an email from Kenneth Crocker, Subject: Re: [rt-users] Clicking a link brings me back to login page Joop ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] WG: change Queue order !!!
Just curious why you want to create Low, Normal, High and other queues when you have Priority field? Anyway, you can add special portlets and instead of one QuickSearch block you'll have three, for example: * first one with Low, Normal * other queues * approvals On Wed, Feb 11, 2009 at 3:01 PM, John Alexson jalex...@jajxn.net wrote: On Wed, 2009-02-11 at 10:10 +0100, Tariq Doukkali wrote: Therefore I want change the sorting order of my queues so, that when a supporter log on, he will see inbox queue on the TOP of Quick-search tab. I wouldn't mind seeing a Sort field added to the configuration of queues -- similar to the one when creating values for a multi-select custom field. In the meantime, I used the cheap and easy workaround of inserting a sort code at the beginning of the queue name. So, my alpha sorted queues look like: 1-Low (1-5 are my input queues, with 2-Normal the default) 2-Normal 3-High 4-Urgent 5-Emergency Admin (The alpha queues are fine sorted as-is) Building Services Delivery . . . etc . . . Z-Jane (The Z-* queues are approvals -- i.e. an approval is Z-John is created when a ticket is created or moved here) Z-Mary In some ways, I like using this method a little better than having a hidden sort field since the queue name indicates it's purpose (especially the Z-* queues) without having to spell it out. JA ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Best regards, Ruslan. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] customizing the ticket form
I use this as my Resolve 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;
}
When you resolve a ticket, RT records whatever you write as a comment.
This template will pull that last comment into the outgoing Resolve
email. This is this or something very much like it is on the wiki, I
think, I didn't write it myself.
On Tue, Feb 10, 2009 at 3:03 PM, GravyFace gravyf...@gmail.com wrote:
I'd like to be able to change the Update Type drop-down to default to
Reply to Requestors when the Resolve link is clicked instead of
Comments (Not sent to requestors).
What's the best way to achieve this? If I need to modify/extend the
source, I don't mind doing so, just don't want to go about it the
wrong way and/or reinvent the wheel.
Thanks
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Re: [rt-users] RT 3.8.2 Dashboard Can't find object SearchIds
On Feb 11, 2009, at 7:50 AM, Roy Depp wrote: Greetings, I've searched for this issue on the archives and couldn't find anything related to it. RT 3.8.2 clean install. When going to Tools-Dashboards-Queries I get the following error message: Can't locate object method SearchIds via package RT::Dashboard at /opt/rt3/share/html/Dashboards/Queries.html line 95, line 47. How clean is this install? The error you quote would happen if you were running templates from 3.8.1 against code form 3.8.2 I suggest clearing your mason cache to ensure you're running the 3.8.2 templates -kevin ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] WG: change Queue order !!!
On Wed, 2009-02-11 at 16:49 +0300, Ruslan Zakirov wrote: Just curious why you want to create Low, Normal, High and other queues when you have Priority field? Good question! The main reason is to keep things as simple as possible for the user. Each of the queues has appropriate defaults (such as priority, due in # days, etc.) Rather than trying to instruct my users (primarily requestors) to fill in these values correctly (and honestly, getting them filled in at all), I can simply have them create a ticket in the right queue based on the nature of their problem. Anyway, you can add special portlets and instead of one QuickSearch block you'll have three, for example: * first one with Low, Normal * other queues * approvals That would be great for the Quick Search, but the sorting order also comes into play using the drop-downs (moving a ticket to a different queue, for instance) On Wed, Feb 11, 2009 at 3:01 PM, John Alexson jalex...@jajxn.net wrote: On Wed, 2009-02-11 at 10:10 +0100, Tariq Doukkali wrote: Therefore I want change the sorting order of my queues so, that when a supporter log on, he will see inbox queue on the TOP of Quick-search tab. I wouldn't mind seeing a Sort field added to the configuration of queues -- similar to the one when creating values for a multi-select custom field. In the meantime, I used the cheap and easy workaround of inserting a sort code at the beginning of the queue name. So, my alpha sorted queues look like: 1-Low (1-5 are my input queues, with 2-Normal the default) 2-Normal 3-High 4-Urgent 5-Emergency Admin (The alpha queues are fine sorted as-is) Building Services Delivery . . . etc . . . Z-Jane (The Z-* queues are approvals -- i.e. an approval is Z-John is created when a ticket is created or moved here) Z-Mary In some ways, I like using this method a little better than having a hidden sort field since the queue name indicates it's purpose (especially the Z-* queues) without having to spell it out. JA ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 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: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT3.8.2 Ubuntu 8.04
what doesyour RT_siteconfig.pm file look like? Alf Stockton wrote: I believe that I now have RT3.8.2 built/assembled on my Ubuntu 8.04 server but now need to be able to browse to it. I have it installed at /etc/request-tracker3.8.2/ and I attempted using the same method of connecting as I successfully used with 3.6. In other words at the end of my /etc/apache2/sites-enabled/000-default I added :- include /etc/request-tracker3.8.2/etc/apache2-modperl2.conf which reads as follows:- VirtualHost general.dev.sharing.org.za ServerName general.dev.sharing.org.za DocumentRoot /etc/request-tracker3.8.2/share/html AddDefaultCharset UTF-8 # optional apache logs for RT # ErrorLog /opt/rt3/var/log/apache2.error # TransferLog /opt/rt3/var/log/apache2.access PerlRequire /etc/request-tracker3.8.2/bin/webmux.pl Location /NoAuth/images SetHandler default /Location Location / SetHandler perl-script PerlResponseHandler RT::Mason /Location /VirtualHost How do I now browse to rt3.8.2? -- Calvin Chiang Network Admin Utilyx 1st Floor, 55 North Wharf Road Paddington London, W2 1LA Tel: 020 7087 8673 www.utilyx.com __ Utilyx is the trading name of Utilyx Limited and Utilyx Risk Management Limited (URML). URML is authorised and regulated by the Financial Services Authority (FSA). This message contains information that may be privileged or confidential and is the property of Utilyx. It is intended only for the person to whom it is addressed. No confidentiality or privilege is waived or lost by any mistransmission. Any views or opinions expressed in this message are solely those of the author and do not necessarily represent those of Utilyx. Unless otherwise stated, any pricing information given in this message is indicative only and does not constitute an offer to deal at any price quoted. If you are not the intended recipient, you are not authorized to read, print, retain, copy, disseminate, distribute or use this message or any part thereof. If you receive this message in error, please notify the sender immediately and delete all copies of this message. __ This email has been scanned by the MessageLabs Email Security System. For more information please visit http://www.messagelabs.com/email __ ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] [Fwd: Re: Hardware Config]
Hi there, i've been running RT 3.8.1 in an ubuntu8.04 vm on vmware esxi (free) for just over two weeks. the VM is super weedy - 32bit, 256MB RAM, vdisk size 2GB , havent put any settings on processor limits yet. It's running on local storage on a really on Dell blade. It's my IT support RT system, so at present i'm the only one who uses it. it gets about 10 new tickets a day, and 50ish transactions a day. it handles everything pretty well for such a slow machine... Cassandra L. Brockett wrote: I run it that way in production here, I also happen to have a copy of the machine that I use for testing major changes, etc... I did not that 3.4 and 3.6 where horribly slow for us, but it turned out to be a fault of the way that those revisions used the PostgreSQL backend, not RT or the system, 3.8.2 is screaming along for us. -- Cass -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Tim Cutts Sent: Monday, February 09, 2009 1:56 PM To: RT Users Subject: Re: [rt-users] Hardware Config I've been following this discussion (rather belatedly) with some interest. One thing I haven't heard anyone discuss yet: Has anyone tried running RT in a virtual machine? I'm about to move our RT 3.4.2 server onto a virtual machine. I've configured the RT VM to be actually really quite weedy (32-bit and only 2 GB RAM), and perhaps I need to change that, but I figure that VMware ESX probably does quite a good job of caching the disk its using anyway. The actual physical hardware is a quad socket quad core machine with 64 GB of RAM. The underlying storage is StorageWorks EVA on a SAN, so it should be pretty quick. Has anyone tried this sort of thing? Am I about to burn myself badly? Our turnover of tickets is pretty low - only a few hundred tickets a week. Tim -- The Wellcome Trust Sanger Institute is operated by Genome Research Limited, a charity registered in England with number 1021457 and a company registered in England with number 2742969, whose registered office is 215 Euston Road, London, NW1 2BE. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Barracuda Networks makes the best spam firewalls and web filters. www.barracudanetworks.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com __ This email has been scanned by the MessageLabs Email Security System. For more information please visit http://www.messagelabs.com/email __ -- Calvin Chiang Network Admin Utilyx 1st Floor, 55 North Wharf Road Paddington London, W2 1LA Tel: 020 7087 8673 www.utilyx.com -- Calvin Chiang Network Admin Utilyx 1st Floor, 55 North Wharf Road Paddington London, W2 1LA Tel: 020 7087 8673 www.utilyx.com __ Utilyx is the trading name of Utilyx Limited and Utilyx Risk Management Limited (URML). URML is authorised and regulated by the Financial Services Authority (FSA). This message contains information that may be privileged or confidential and is the property of Utilyx. It is intended only for the person to whom it is addressed. No confidentiality or privilege is waived or lost by any mistransmission. Any views or opinions expressed in this message are solely those of the author and do not necessarily represent those of Utilyx. Unless otherwise stated, any pricing information given in this message is indicative only and does not constitute an offer to deal at any price quoted. If you are not the intended recipient, you are not authorized to read, print, retain, copy, disseminate, distribute or use this message or any part thereof. If you receive this message in error, please notify the sender immediately and delete all copies of this message. __ This email has been scanned by the MessageLabs Email Security System. For more information please visit http://www.messagelabs.com/email __ ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com
Re: [rt-users] RT 3.8.2 Dashboard Can't find object SearchIds
Hi Kevin, Thanks for the reply. Was using an alias to restart RT including cleaning the Mason cache. The alias rm command was pointing to the wrong directory, so cache was never cleared. Thanks again. This issue is now solved. Regards, On Wed, Feb 11, 2009 at 4:51 PM, Kevin Falcone falc...@bestpractical.com wrote: On Feb 11, 2009, at 7:50 AM, Roy Depp wrote: Greetings, I've searched for this issue on the archives and couldn't find anything related to it. RT 3.8.2 clean install. When going to Tools-Dashboards-Queries I get the following error message: Can't locate object method SearchIds via package RT::Dashboard at /opt/rt3/share/html/Dashboards/Queries.html line 95, line 47. How clean is this install? The error you quote would happen if you were running templates from 3.8.1 against code form 3.8.2 I suggest clearing your mason cache to ensure you're running the 3.8.2 templates -kevin ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 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: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] tickets created in RT don't line-wrap?
On Tue 10.Feb'09 at 18:08:32 -0800, Jo Rhett wrote: On Feb 10, 2009, at 5:33 PM, Jesse Vincent wrote: If I: - Turn off the HTML composer - Turn off hard wrapping in the plain-text composition window - Go into my preferences and set RT to show plain text mail in a monospace font (inside a pre, essentially) Then yes, RT will not wrap the content of your message. I'm not really sure how much of a bug I consider that. Perhaps a documentation bug? There actually isn't much RT documentation saying these are the settings we expect to work best for most people You haven't even told me what this setting is... - Go into my preferences and set RT to show plain text mail in a monospace font (inside a pre, essentially) Click Preferences Scroll down to the Ticket Display section. You're looking for Use Monospace Font http://www.grabup.com/uploads/ea9bbd8f14b00d950ce86cd25a080989.png It has the help text: Use fixed-width font to display plaintext messages I'd be fine to disable this if it's not what you expect/test for/etc. Just tell me what setting this is. -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness -- pgp19BlX8QMvz.pgp Description: PGP signature ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] tickets created in RT don't line-wrap?
On Feb 11, 2009, at 9:16 AM, Jesse Vincent wrote: Click Preferences Scroll down to the Ticket Display section. You're looking for Use Monospace Font http://www.grabup.com/uploads/ea9bbd8f14b00d950ce86cd25a080989.png It has the help text: Use fixed-width font to display plaintext messages Thanks, Jesse. Should I assume that this is a personal version of PlainTextPre ? If so, I would possibly change the either the text description and/or the implementation to simply use a fixed width font but allow word wrap. This could be done with modern stylesheets. -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Merge tix with matching CFs
Mornin',
I found a post from a ways back asking how to do this, with a
nonfunctional scrip code. The OP wants to do what i want to do:
What I am trying to do now, is on each ticket submission, Extract
that [Custom] field
and then check to see if there is another ticket that has that same number
in the custom field and if they match, merge the tickets.
My first question is, assuming a reasonably tuned MySQL suitable to
its (fast) hardware: how horrible would this be in an ever-growing DB?
It must search the DB for every last ticket and compare the two CFs,
yes?
The posted code was:
---
my $TicketsObj = RT::Tickets-new($RT::SystemUser);
$TicketsObj-LimitQueue(VALUE = 'AfterHoursSupport');
$TicketsObj-LimitCustomField(CUSTOMFIELD = 'AfterHoursTicketNumber',
OPERATOR = '=', VALUE = $AHTixNum);
if ($TicketsObj-Count == 0) { return 1; }
my $id = undef;
while (my $ticket = $TicketsObj-Next) {
next if $self-TicketObj-Id == $ticket-Id;
$id = $ticket-Id;
last;
}
$id || return 1;
$RT::Logger-debug(Merging ticket . $self-TicketObj-Id . into $id
because of OA number match.);
$self-TicketObj-MergeInto($id);
1;
---
The OP did not specify exactly which chunks went where, but that he'd
tried various combinations of condition and prep.
My first thought was that this was incorrect; the condition is
OnCreate and no code need go in that block. Prep should be the field
search and compare, and cleanup the ticket merge itself, yes?
(the above is the OP's exact code and doesn't reflect my own setup).
--
/chown -R us:us /yourbase
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Re: [rt-users] ShowMessageStanza callback with 3.8.0 + html escaping on output text
The code runs as expected, however my output has been html escaped, so if I see the message body. RT has Mason auto-escape output. You can prevent this on a per-print basis with something like % $var |n% Ok - perhaps the wiki is out of date. I've managed to do this using a Custom MakeClicky action as specified here: http://www.l2c2.co.in/rt-3.8.0/docs/extending_clickable_links.pod. Guess the wiki should be updated.. IIRC MakeClicky also escapes, but 3.8.2 includes the ability to not do so -- Cambridge Energy Alliance: Save money. Save the planet. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] WG: change Queue order !!!
JAlexson, I, too, have wondered if there was a way to modify RT to allow a User to select one specific Queue as the one to appear first on the drop-down. In our installation, a User may be able to create tickets in many queues, but 90% of these may be in one queue. Jesse, are there any plans to allow some sort of option to allow a user to select the order queues appear in the drop-down? Thanks. Kenn LBNL On 2/11/2009 6:49 AM, J Alexson wrote: On Wed, 2009-02-11 at 16:49 +0300, Ruslan Zakirov wrote: Just curious why you want to create Low, Normal, High and other queues when you have Priority field? Good question! The main reason is to keep things as simple as possible for the user. Each of the queues has appropriate defaults (such as priority, due in # days, etc.) Rather than trying to instruct my users (primarily requestors) to fill in these values correctly (and honestly, getting them filled in at all), I can simply have them create a ticket in the right queue based on the nature of their problem. Anyway, you can add special portlets and instead of one QuickSearch block you'll have three, for example: * first one with Low, Normal * other queues * approvals That would be great for the Quick Search, but the sorting order also comes into play using the drop-downs (moving a ticket to a different queue, for instance) On Wed, Feb 11, 2009 at 3:01 PM, John Alexson jalex...@jajxn.net wrote: On Wed, 2009-02-11 at 10:10 +0100, Tariq Doukkali wrote: Therefore I want change the sorting order of my queues so, that when a supporter log on, he will see inbox queue on the TOP of Quick-search tab. I wouldn't mind seeing a Sort field added to the configuration of queues -- similar to the one when creating values for a multi-select custom field. In the meantime, I used the cheap and easy workaround of inserting a sort code at the beginning of the queue name. So, my alpha sorted queues look like: 1-Low (1-5 are my input queues, with 2-Normal the default) 2-Normal 3-High 4-Urgent 5-Emergency Admin (The alpha queues are fine sorted as-is) Building Services Delivery . . . etc . . . Z-Jane (The Z-* queues are approvals -- i.e. an approval is Z-John is created when a ticket is created or moved here) Z-Mary In some ways, I like using this method a little better than having a hidden sort field since the queue name indicates it's purpose (especially the Z-* queues) without having to spell it out. JA ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 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: sa...@bestpractical.com 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: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] WG: change Queue order !!!
I, too, have wondered if there was a way to modify RT to allow a User to select one specific Queue as the one to appear first on the drop-down. In our installation, a User may be able to create tickets in many queues, but 90% of these may be in one queue. Jesse, are there any plans to allow some sort of option to allow a user to select the order queues appear in the drop-down? Thanks. This is not an especially difficult customization to make, but it seems the simplest means would be to change the queue name to alter its position in ASCIIbetical sort i.e; precede it with a ! -- Cambridge Energy Alliance: Save money. Save the planet. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] WG: change Queue order !!!
Jerrad, What if two different sets of users put the ! in front of different queues? Especially if they can creates tickets in the same queues but want a different queue sequence? I was thinking of some sort of user preference. Thanks. Kenn LBNL On 2/11/2009 11:00 AM, Jerrad Pierce wrote: I, too, have wondered if there was a way to modify RT to allow a User to select one specific Queue as the one to appear first on the drop-down. In our installation, a User may be able to create tickets in many queues, but 90% of these may be in one queue. Jesse, are there any plans to allow some sort of option to allow a user to select the order queues appear in the drop-down? Thanks. This is not an especially difficult customization to make, but it seems the simplest means would be to change the queue name to alter its position in ASCIIbetical sort i.e; precede it with a ! ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] WG: change Queue order !!!
On Feb 11, 2009, at 1:48 PM, Kenneth Crocker wrote: JAlexson, I, too, have wondered if there was a way to modify RT to allow a User to select one specific Queue as the one to appear first on the drop-down. In our installation, a User may be able to create tickets in many queues, but 90% of these may be in one queue. Jesse, are there any plans to allow some sort of option to allow a user to select the order queues appear in the drop-down? Thanks. Assuming you mean the New Ticket In drop down, that is controllable by the Default Queue personal preference in RT 3.8. You can also set a global default in your site config -kevin On 2/11/2009 6:49 AM, J Alexson wrote: On Wed, 2009-02-11 at 16:49 +0300, Ruslan Zakirov wrote: Just curious why you want to create Low, Normal, High and other queues when you have Priority field? Good question! The main reason is to keep things as simple as possible for the user. Each of the queues has appropriate defaults (such as priority, due in # days, etc.) Rather than trying to instruct my users (primarily requestors) to fill in these values correctly (and honestly, getting them filled in at all), I can simply have them create a ticket in the right queue based on the nature of their problem. Anyway, you can add special portlets and instead of one QuickSearch block you'll have three, for example: * first one with Low, Normal * other queues * approvals That would be great for the Quick Search, but the sorting order also comes into play using the drop-downs (moving a ticket to a different queue, for instance) On Wed, Feb 11, 2009 at 3:01 PM, John Alexson jalex...@jajxn.net wrote: On Wed, 2009-02-11 at 10:10 +0100, Tariq Doukkali wrote: Therefore I want change the sorting order of my queues so, that when a supporter log on, he will see inbox queue on the TOP of Quick- search tab. I wouldn't mind seeing a Sort field added to the configuration of queues -- similar to the one when creating values for a multi- select custom field. In the meantime, I used the cheap and easy workaround of inserting a sort code at the beginning of the queue name. So, my alpha sorted queues look like: 1-Low (1-5 are my input queues, with 2-Normal the default) 2-Normal 3-High 4-Urgent 5-Emergency Admin (The alpha queues are fine sorted as-is) Building Services Delivery . . . etc . . . Z-Jane (The Z-* queues are approvals -- i.e. an approval is Z-John is created when a ticket is created or moved here) Z-Mary In some ways, I like using this method a little better than having a hidden sort field since the queue name indicates it's purpose (especially the Z-* queues) without having to spell it out. JA ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 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: sa...@bestpractical.com 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: sa...@bestpractical.com 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: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Ticket/Search results navigation in 3.8.x
I will admit my sysadmin did the upgrade, so I can't say for sure, but we
are having problems with binary attachments (as hinted at in
UPGRADING.mysql).
Assume the worst and we only followed the steps in the upgrade document and
not the upgrade.mysql one. We switched a few weeks ago. Is it possible to
run those steps now or will that make things worse?
Steve
On Wed, Feb 11, 2009 at 12:48 AM, Ruslan Zakirov
ruslan.zaki...@gmail.comwrote:
Have you read UPGRADING.mysql?
On Wed, Feb 11, 2009 at 7:03 AM, Stephen Cochran
stephen.a.cochran.li...@cahir.net wrote:
Did some quick testing, my browser does have a RT session cookie. It
stays
the same when I log in and the At a Glance page is displayed.
Session ID stays the same when I click on a queue name.
Session ID changes every time I click on a Ticket link in a search
result.
I haven't had to dig into how RT manages sessions, so if anyone has any
hints as to why the session cookies would be reset when moving to
Ticket/Display, let me know.
Steve
On Tue, Feb 10, 2009 at 10:58 PM, Stephen Cochran
stephen.a.cochran.li...@cahir.net wrote:
Think I've found part of the why, if not all of it.
in Ticket/Elements/Tabs on line 64:
if ( defined $session{'tickets'} ) {
isn't evaluating to true. For some reason RT doesn't see us as having a
session.
It's possible it is related to how we have auth set up. We're using
Apache's authnz_ldap to set REMOTE_USER so all of our internal apps are
single-signon. But that by itself shouldn't prevent sessions.
I didn't set that part up so I'll have to check into that a little
further.
Steve
On Tue, Feb 10, 2009 at 9:57 AM, Stephen Cochran
stephen.a.cochran.li...@cahir.net wrote:
Well it's great to see that those are there. I'll dig in and see whats
different (hopefully soon).
I checked the release notes for 3.8.2 (we're on 3.8.1) and didn't see
anything related to this. In case I missed it, nothing that you
remember
along those lines?
Steve
On Mon, Feb 9, 2009 at 2:59 PM, Jesse Vincent je...@bestpractical.com
wrote:
On Sun 8.Feb'09 at 14:28:28 -0500, Stephen Cochran wrote:
Maybe I'm missing something really obvious...I just disabled all
local
mods just to be sure.
I log in, and see RT at a Glance. I click on one of the Queue
names
in the
Quick Search list. Now see a page with search results
(/rt3/Search/Results.html). Included in menu bar across the top
of
the
ticket area is Show Results which is currently bold.
I just did the exact same things on rt3.fsck.com.
http://www.grabup.com/uploads/0c0d1b44d178ac8e72ce1e2e6f8d7a1c.png
Click on one of the tickets, and see that ticket
(/rt3/Ticket/Display.html). I don't see any link for the search
results,
previous, next, etc in the left sidebar menu. Screenshot of what
I'm
seeing below.
[1]http://www.cahir.net/images/rt_image.png
Steve
On Sat, Feb 7, 2009 at 1:43 AM, Jesse Vincent
[2]je...@bestpractical.com
wrote:
On Fri 6.Feb'09 at 22:58:42 -0500, Stephen Cochran wrote:
We recently upgraded to 3.8.1, and overall the interface
is
so much
better!
One comment we've received from our customer support group
is that
several
navigation features are no longer available. When viewing
a
queue
or
search, there used to be the following links/controls:
which took you back to the the last search or group you
had.
These
links
seem to have disappeared from 3.8.x, and I'm wondering if
there's a
setting to bring them back or if someone has made the
customization
already.
They sure seem to exist for me in 3.8...They're in the menu on
the left.
References
Visible links
1. http://www.cahir.net/images/rt_image.png
2. mailto:je...@bestpractical.com
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Best regards, Ruslan.
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Commercial
Re: [rt-users] Ticket/Search results navigation in 3.8.x
Yep, however most probably binary attachments you added during last
days will be broken.
On Wed, Feb 11, 2009 at 11:48 PM, Stephen Cochran
stephen.a.cochran.li...@cahir.net wrote:
I will admit my sysadmin did the upgrade, so I can't say for sure, but we
are having problems with binary attachments (as hinted at in
UPGRADING.mysql).
Assume the worst and we only followed the steps in the upgrade document and
not the upgrade.mysql one. We switched a few weeks ago. Is it possible to
run those steps now or will that make things worse?
Steve
On Wed, Feb 11, 2009 at 12:48 AM, Ruslan Zakirov ruslan.zaki...@gmail.com
wrote:
Have you read UPGRADING.mysql?
On Wed, Feb 11, 2009 at 7:03 AM, Stephen Cochran
stephen.a.cochran.li...@cahir.net wrote:
Did some quick testing, my browser does have a RT session cookie. It
stays
the same when I log in and the At a Glance page is displayed.
Session ID stays the same when I click on a queue name.
Session ID changes every time I click on a Ticket link in a search
result.
I haven't had to dig into how RT manages sessions, so if anyone has any
hints as to why the session cookies would be reset when moving to
Ticket/Display, let me know.
Steve
On Tue, Feb 10, 2009 at 10:58 PM, Stephen Cochran
stephen.a.cochran.li...@cahir.net wrote:
Think I've found part of the why, if not all of it.
in Ticket/Elements/Tabs on line 64:
if ( defined $session{'tickets'} ) {
isn't evaluating to true. For some reason RT doesn't see us as having a
session.
It's possible it is related to how we have auth set up. We're using
Apache's authnz_ldap to set REMOTE_USER so all of our internal apps are
single-signon. But that by itself shouldn't prevent sessions.
I didn't set that part up so I'll have to check into that a little
further.
Steve
On Tue, Feb 10, 2009 at 9:57 AM, Stephen Cochran
stephen.a.cochran.li...@cahir.net wrote:
Well it's great to see that those are there. I'll dig in and see whats
different (hopefully soon).
I checked the release notes for 3.8.2 (we're on 3.8.1) and didn't see
anything related to this. In case I missed it, nothing that you
remember
along those lines?
Steve
On Mon, Feb 9, 2009 at 2:59 PM, Jesse Vincent
je...@bestpractical.com
wrote:
On Sun 8.Feb'09 at 14:28:28 -0500, Stephen Cochran wrote:
Maybe I'm missing something really obvious...I just disabled all
local
mods just to be sure.
I log in, and see RT at a Glance. I click on one of the Queue
names
in the
Quick Search list. Now see a page with search results
(/rt3/Search/Results.html). Included in menu bar across the top
of
the
ticket area is Show Results which is currently bold.
I just did the exact same things on rt3.fsck.com.
http://www.grabup.com/uploads/0c0d1b44d178ac8e72ce1e2e6f8d7a1c.png
Click on one of the tickets, and see that ticket
(/rt3/Ticket/Display.html). I don't see any link for the search
results,
previous, next, etc in the left sidebar menu. Screenshot of what
I'm
seeing below.
[1]http://www.cahir.net/images/rt_image.png
Steve
On Sat, Feb 7, 2009 at 1:43 AM, Jesse Vincent
[2]je...@bestpractical.com
wrote:
On Fri 6.Feb'09 at 22:58:42 -0500, Stephen Cochran wrote:
We recently upgraded to 3.8.1, and overall the interface
is
so much
better!
One comment we've received from our customer support
group
is that
several
navigation features are no longer available. When viewing
a
queue
or
search, there used to be the following links/controls:
which took you back to the the last search or group you
had.
These
links
seem to have disappeared from 3.8.x, and I'm wondering if
there's a
setting to bring them back or if someone has made the
customization
already.
They sure seem to exist for me in 3.8...They're in the menu on
the left.
References
Visible links
1. http://www.cahir.net/images/rt_image.png
2. mailto:je...@bestpractical.com
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Re: [rt-users] colorize status
You're welcome. I liked your idea and thought it would be good for my
users too, and they are loving it.
We dont use the self service interface yet, but I had a look at it
anyway and it was showing the colours as well as New Reply. Do you not
see it?
-Original Message-
From: Daniel Cook [mailto:dc...@finleysd.org]
Sent: 11 February 2009 20:27
To: Alex Young
Subject: RE: [rt-users] colorize status
Alex,
Thanks a ton!
Your solution provides nice combination of the features listed on the
page with the added bonus of marking the messages as read.
Quick question for you... I noticed that this works great for my side of
things... Is there any way to have the New Reply show up for general
users in the self service interface as well?
Daniel Cook
Technology Coordinator
Finley School District
dc...@finleysd.org
(509) 586-3217
Alex Young alexyo...@scoutsolutions.co.uk 02/10/09 5:38 PM
I've been looking at this today and I have it working, but I think the
code needs a bit of a cleanup.
Looking in the files the code that shows the info at the top of the
ticket is in /opt/rt3/share/html/Ticket/Elements/ShowUpdateStatus so I
sourced much of the code from there.
I changed your updated statusInColor code form the WIKI.
# Show status in colour.
sub statusInColor {
my $Ticket = shift;
my $status = $Ticket-Status;
my $css = status . lc $status;
my $cssreply = status . lc reply;
my $LastUpdater = $Ticket-LastUpdatedByObj-EmailAddress;
my $TicketRequestors =
$Ticket-Requestors-MemberEmailAddressesAsString;
my $TicketCC = $Ticket-Cc-MemberEmailAddressesAsString;
my $CurrentUser = $session{'CurrentUser'}-EmailAddress;
# Added $CurentUser ne $LastUpdater to prevent showing New Reply tag
when the last updater is the current user.
if (($CurrentUser ne $LastUpdater) ($TicketRequestors =~
$LastUpdater) || ($TicketCC =~ $LastUpdater))
{
my $txn = $Ticket-SeenUpTo or return \div
class=\$css\$status/div;
#my $TicketLink = RT-Config-Get('WebPath')
./Ticket/Display.html?id=. $Ticket-id. #txn-.$txn-id;
# Comment out the line above and uncomment the following line to mark
posts as seen when following link.
my $TicketLink = RT-Config-Get('WebPath')
./Ticket/Display.html?id=. $Ticket-id .MarkAsSeen=1.
#txn-.$txn-id;
$status = div class=\$css\$status a
href=\$TicketLink\span class=\$cssreply\New
Reply/span/a/div;
}
else {
$status = div class=\$css\$status/div;
}
return \$status;
}
-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Daniel
Cook
Sent: 06 February 2009 22:33
To: rt-users@lists.bestpractical.com
Subject: [rt-users] colorize status
So I've updated the ShowStatusInColor page on the wiki to reflect how I
have implemented this in 3.8.2 The question that I have is this...
When replys are colorized in my list view, the way things are setup
right now, it is done based on who the last person to modify the ticket
was
I have noticed that when I open a ticket that has had a reply there is a
little note at the top of the ticket that sais there are new messages.
This message goes away after I have viewed the message.
This is how I would like this new reply type flag setup for my list
view. I would like it to drop the rep flag and the reply color after I
view the new message - without necessarily making any reply or physical
change to the ticket.
Is this easily possible? Any advise on how to go about it?
Thanks,
Dan
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[rt-users] tracking tickets which have been replied to?
Okay, this is so obvious of a requirement in a ticket system that I've been spinning in circles assuming I'm overlooking something. However, I haven't found it, so could someone please clue me in how to do this? Ticket opened by a customer - needs response Ticket replied to by helpdesk - has been handled Ticket replied to by a customer - needs response again Unfortunately, I see nothing in RT which will highlight that message and bring it up on anyone's screen as needing action. Yes, an e-mail will go out. But I'm looking for the following kind of things: 1. If not responded to within a given period, unassign from owner and/ or escalate in some visible fashion 2. Bring it to the top of everyone's list as needing action. I'm guessing that the solution will rely on something like this: A) A global script to lower priority on Comment or Correspondence (or Resolve) below a certain number B) A global script to raise priority on update from customer above that certain number C) An rt-crontool script to annoy people about priority certain number unanswered tickets Has anyone else already run down this road? -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Reminders still open after a ticket is closed
Thanks Mark
I tried that but it doesn't seem to work. Here's the code I put in the
scrip;
my $tickets = new RT::Tickets(RT-SystemUser)
my $id = $self-TicketObj-id;
my $queue = $self-TicketObj-QueueObj-Name;
return 1 unless (defined($id)); # Can this be undefined?
$tickets-FromSQL('Type = reminder AND RefersTo='.$id.'');
while (my $ticket = $tickets-Next) {
$RT::Logger-info(Closing associated reminder);
$ticket-SetStatus(resolved);
}
return 1;
I have zero knowledge of perl so I don't know if this is correct.
Regards
-Original Message-
From: Roedel, Mark [mailto:markroe...@letu.edu]
Sent: 10 February 2009 23:04
To: Jim Tambling; rt-us...@bestpractical.com
Subject: RE: [rt-users] Reminders still open after a ticket is closed
Looks to me like
http://wiki.bestpractical.com/view/OnQueueChangeFixReminders
http://wiki.bestpractical.com/view/OnQueueChangeFixReminders should
get you most of the way there as a jumping-off point. Obviously, you'd
change the scrip condition to On Resolve and you'd use a
$ticket-SetStatus('resolved') call in place of the
$Ticket-SetQueue($queue) in the while loop...
--
Mark Roedel
Senior Programmer/Analyst - Web Services
LeTourneau University
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Jim
Tambling
Sent: Tuesday, February 10, 2009 4:37 PM
To: rt-us...@bestpractical.com
Subject: [rt-users] Reminders still open after a ticket is closed
If I set a reminder for a ticket, after the ticket is resolved the
reminder is still active. Is there anyway to automate closing the
reminders on resolution of the ticket?
Regards
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Re: [rt-users] tracking tickets which have been replied to?
On Wed, Feb 11, 2009 at 02:17:45PM -0800, Jo Rhett wrote: Okay, this is so obvious of a requirement in a ticket system that I've been spinning in circles assuming I'm overlooking something. However, I haven't found it, so could someone please clue me in how to do this? Ticket opened by a customer - needs response Ticket replied to by helpdesk - has been handled Ticket replied to by a customer - needs response again Unfortunately, I see nothing in RT which will highlight that message and bring it up on anyone's screen as needing action. Yes, an e-mail will go out. But I'm looking for the following kind of things: 1. If not responded to within a given period, unassign from owner and/ or escalate in some visible fashion 2. Bring it to the top of everyone's list as needing action. I'm guessing that the solution will rely on something like this: A) A global script to lower priority on Comment or Correspondence (or Resolve) below a certain number B) A global script to raise priority on update from customer above that certain number C) An rt-crontool script to annoy people about priority certain number unanswered tickets Has anyone else already run down this road? Not exactly what you are looking for, but I set the status to stalled when I am waiting for input from the user. Then the default global script: On Correspond Open Tickets with template Blank will open the ticket again when the user (or anybody else) responds normally (as opposed to responding with a comment). A canned search for open tickets sorted by last updated time should bubble it to the top of the list. I have such a bookmarked search running as my status display every 10 minutes or so. -- -- rouilj John Rouillard System Administrator Renesys Corporation 603-244-9084 (cell) 603-643-9300 x 111 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Everyone rights Create/Reply Tickets for multi-queue setup
For random users to create a ticket via email into a queue, the Everyone group need only the Global Right Create Ticket? And to reply to that ticket to answer questions that support staff might have for the requestor, the global right ReplyTicket is the only one needed? No end-user/requestor will ever use the website. Any/all communication with the requestor will be via email to the user and an email response back from the user. I wanted to check, because the documentation originally starts with SeeQueue and CommentOnTicket for Everyone as a Global Right as well. Somewhere along the line, I think I added ShowTicket as well after reading some other doc. I removed CommentOnTicket from Everyone, since only support staff should Comment anyway. The reason this created a problem for us, is because we have three queues: helpdesk@, billing@, and manag...@. Our random end-users send email to one of the first two (although I guess since Create/Reply is Global Everyone, they could also do the same to managers@ but that's not publicized so hopefully nobody will ever get to it.) That's our queue for escalation purposes internally. When everyone had SeeQueue ShowTicket, a staff person logging into RT's At A Glance in 10 Newest Unowned Tickets, would see both the Helpdesk and Billing queue and tickets. But of course, helpdesk only wants to see helpdesk stuff, and billing only wants to see billing stuff. So I removed SQ/ST rights from Everyone and only left Create/ReplyTix for Everyone. Now when helpdesk person logs in, he only sees helpdesk stuff (same w/accounting.) So is having only CT/RT rights for Everyone global ok? It seems to be. The managers@ queue is used to move a ticket from helpdesk@ or billing@ into the managers@ queue, so the manager on duty can handle the tix. This is RT382, with MySQL5067, Apache 2211 and ModPerl204. Thank you, PH -- Paul Hirose : pthir...@ucdavis.edu : Sysadm Motto: rm -fr /MyLife 1034 Academic Surge : Programmer/Analyst : Backup Motto : rm -fr / One Shields Avenue : Voice (530) 752-7181 : Robot, n.: Univ. Admin Davis, CA 95616-8770 : Fax (530) 752-4465 : rec.pets.cat.anecdotes ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] tracking tickets which have been replied to?
On Feb 11, 2009, at 2:52 PM, John Rouillard wrote: On Wed, Feb 11, 2009 at 02:17:45PM -0800, Jo Rhett wrote: Okay, this is so obvious of a requirement in a ticket system that I've been spinning in circles assuming I'm overlooking something. However, I haven't found it, so could someone please clue me in how to do this? Ticket opened by a customer - needs response Ticket replied to by helpdesk - has been handled Ticket replied to by a customer - needs response again Unfortunately, I see nothing in RT which will highlight that message and bring it up on anyone's screen as needing action. Yes, an e-mail will go out. But I'm looking for the following kind of things: 1. If not responded to within a given period, unassign from owner and/ or escalate in some visible fashion 2. Bring it to the top of everyone's list as needing action. I'm guessing that the solution will rely on something like this: A) A global script to lower priority on Comment or Correspondence (or Resolve) below a certain number B) A global script to raise priority on update from customer above that certain number C) An rt-crontool script to annoy people about priority certain number unanswered tickets Has anyone else already run down this road? Not exactly what you are looking for, but I set the status to stalled when I am waiting for input from the user. Then the default global script: On Correspond Open Tickets with template Blank will open the ticket again when the user (or anybody else) responds normally (as opposed to responding with a comment). A canned search for open tickets sorted by last updated time should bubble it to the top of the list. I have such a bookmarked search running as my status display every 10 minutes or so. Thanks. It's an interesting idea, but I'm not sure that it makes the most sense because it requires extra action by the lowest paid people. Unless I could automatically reset the state appropriately... -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] queue tag moved from left of subject to right of subject?
This seems to be a recurring issue: http://www.gossamer-threads.com/lists/rt/users/82186 http://www.gossamer-threads.com/lists/rt/users/81328 and others. Using RT382 and we see the same thing. During the 82186 (this) thread, there's mention of having given every queue its own different subject line tag. I happen to fall into this category as well. I have several queues, and each has a different subject tag (Configuration - Queues - ClickonQueue then see the Subject Tag entry.) In particular, I've a helpdesk@ queue which has Subject Tag of Helpdesk Support and a billing@ queue which has Subject Tag of Billing Support. I tried to follow the instructions about changing EmailSubjectTagRegex to Set(...$rtname|helpdesk|billing...) and I just make that change in RT_SiteConfig.pm? The last msg on 2009-02-02 from jpierce shows ...the other half... and I'm not sure where that goes. Does that also go into RT_SiteConfig.pm? Or do these changes occur in the local/lib/RT/Interface/Email_Local.pm which is referenced at codepad: http://codepad.org/pSthWrxD? Thank you, PH -- Paul Hirose : pthir...@ucdavis.edu : Sysadm Motto: rm -fr /MyLife 1034 Academic Surge : Programmer/Analyst : Backup Motto : rm -fr / One Shields Avenue : Voice (530) 752-7181 : Robot, n.: Univ. Admin Davis, CA 95616-8770 : Fax (530) 752-4465 : rec.pets.cat.anecdotes ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
