Re: [rt-users] Query for Service downtime
Hello
Uday Dey a écrit :
Hi,
I am trying to generate a report for fetching the instance name,
the related services and what is the downtime for each one of them.
I have figured out something like this:
select t.id, t.queue, t.owner, substr(t.subject,1,20) subject,
t.timeworked, t.status, t.timeleft, t.told, t.started, t.resolved,
t.lastupdatedby, t.creator, t.created from tickets t, queues q where
t.status='resolved' and t.subject like upper('%down%') and
q.name='client_name' and q.id=t.queue;
But it's not solving my purpose fully. I am getting the date on
which the services went down and the date on which it got resolved. All
in all I am not getting the respective Downtime for each of the
services. I had a plan of fetching the difference in time of when the
tickets were opened and when the tickets were resolved. That would give
me the downtime but I have no idea how to implement that. Any help on
this regard will greatly appreciated.
1) add a custom field down-duration
1') find a sample of scrips playing with custom field
2) on resolve compute time duration custom field.
If needed include this perl module (isn't it already available in scrips
environment ?)
http://search.cpan.org/~drolsky/DateTime-0.47/lib/DateTime.pm#Datetime_Subtraction
3) query on the customfield, and you'll even be able to graph it.
Alternative solution:
Use nagios, and make him mail to RT with a link to the service status when
down.
Generaly I am quite uneasy with ticketing solutions used for monitoring
downtime services, and CRM used for tickting... I believe in the almighty
dogma that one application is best used for its initial purpose except
when dealing with physicists.
This should take between an half and a full day depending of your
knwoledge in perl and murphy's law.
--
Julien Tayon // digital craftsman // making things simpler (when possible)
The wages of sin are death; but after they're done taking out taxes,
it's just a tired feeling:
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Re: [rt-users] How to add Company logo
Quick and dirty way : replace bp_logo.gif with your logo (even if is a png) (look in the css for its emplacement. Browser actually don't really care about the extension. Less dirty modify the css. RT has a semi rigid fixed layout, so I dearly advise to choose a logo of the size of RT logo. Unless you want to hire an html/css pro for days trying to desesperatly makes «things right» while offsets propagate in your layout. I changed the logo, I kept the (c) notice for 2 reasons : 1) I promote RT as an efficient solution, and I am proud of promoting efficiency (egotic reason) 2) podlach : BestPractical should be granted the merit of the solution 3) there could be legal reason, but I don't care, it is free software and it is comes with the territory to recognize others works :) So choose the (c)ool attitude, it won't lessen your merits :) Have fun ___ 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] requestors group access
Good morning, I have a specific question from one of our customers. Let's say, there is a Sybase team we support: Peter, John, and Maria (unprivileged users). When Peter creates a ticket, only Peter can see it after he logs in to the RT. The same when John creates a ticket - only he sees it. I'd like they can see all the tickets one of them is a requestor - but only within their Sybase group. E.g. When Maria creates a ticket, also Peter and John could see a status in the same way like Maria. Is there any solution already in place, please? Many thanks -- Vaclav Vobornik ZIT 12.2.3 System Design Development C O M M E R Z B A N K A G Myslikova 31 CZ-11000 Prague ___ 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] Why are extracted custom fields not available in Autoreply template
All,
I have a scrip that runs first and extracts custom fields on ticket
created. The Autoreply scrip runs second, but if I use
$Ticket-FirstCustomFieldValue('foo') in the Autoreply template I
don't get the value that was extracted in the first scrip. What am I
missing? Do I need to get the first scrip to commit somehow before the
second runs?
Thanks!
-Todd
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Re: [rt-users] requestors group access
Vaclav, Create a User-defined group called Sysbase-Users. Then go to Configuration-Queue-(select Queue Sybase or whatever)-Group Rights and grant the following privileges to group Sysbase-Users: * CreateTicket * SeeQueue * ShowTicket * ShowOutgoingEmail * ShowTicketComments * Your technical support team may NOT want them to have this right. Make sure the Users for Sysbase tickets are in that User group and there you have it. All members of that group will be able to create and look at ALL tickets in the Queue you select. Oh, also be sure that those users are Privileged users, otherwise you will not be able to add them to a group that has privileges. Hope this helps. Kenn LBNL On 5/4/2009 1:51 AM, Vaclav Vobornik wrote: Good morning, I have a specific question from one of our customers. Let's say, there is a Sybase team we support: Peter, John, and Maria (unprivileged users). When Peter creates a ticket, only Peter can see it after he logs in to the RT. The same when John creates a ticket - only he sees it. I'd like they can see all the tickets one of them is a requestor - but only within their Sybase group. E.g. When Maria creates a ticket, also Peter and John could see a status in the same way like Maria. Is there any solution already in place, please? Many thanks ___ 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] full name in recipient address?
Hello, RT sends emails only to u...@domain, while almost everyone uses first last u...@domain, and replying with the full name would look a lot nicer. Is this possible using the current template variables? Also, auto-completion starting from name not just e-mail in the one-time cc: field would be very good to have, is it interesting enough to submit a bug report for it? ___ 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] Why are extracted custom fields not available in Autoreply template
Todd,
I've run into that same problem. For some reason, when RT executes
transactions, the RT base transactions seemed to override any scrip
based changes that had a stage of TransactionCreate. When I turned on
TransactionBatch in my SiteConfig and set the Stage for the scrips
to TransactionBatch it resolved my problem. Hope this helps.
Kenn
LBNL
On 5/4/2009 9:14 AM, Todd Chapman wrote:
All,
I have a scrip that runs first and extracts custom fields on ticket
created. The Autoreply scrip runs second, but if I use
$Ticket-FirstCustomFieldValue('foo') in the Autoreply template I
don't get the value that was extracted in the first scrip. What am I
missing? Do I need to get the first scrip to commit somehow before the
second runs?
Thanks!
-Todd
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[rt-users] Canned replies are missing after the upgrade
Hi I just realized the canned replies are missing since the upgrade from rt-3.4.5 to rt-3.8.2. I have the old instance backed up. How do I revive them? Thanks -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu A: Because it messes up the order in which people normally read text. Q: Why is top-posting such a bad thing? ___ 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] Why are extracted custom fields not available in Autoreply template
Message from the template is generated during Prepare step.
On Mon, May 4, 2009 at 8:14 PM, Todd Chapman t...@chaka.net wrote:
All,
I have a scrip that runs first and extracts custom fields on ticket
created. The Autoreply scrip runs second, but if I use
$Ticket-FirstCustomFieldValue('foo') in the Autoreply template I
don't get the value that was extracted in the first scrip. What am I
missing? Do I need to get the first scrip to commit somehow before the
second runs?
Thanks!
-Todd
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Re: [rt-users] Why are extracted custom fields not available in Autoreply template
Thanks Ruslan. Is there a reason for that?
On Mon, May 4, 2009 at 1:06 PM, Ruslan Zakirov ruslan.zaki...@gmail.com wrote:
Message from the template is generated during Prepare step.
On Mon, May 4, 2009 at 8:14 PM, Todd Chapman t...@chaka.net wrote:
All,
I have a scrip that runs first and extracts custom fields on ticket
created. The Autoreply scrip runs second, but if I use
$Ticket-FirstCustomFieldValue('foo') in the Autoreply template I
don't get the value that was extracted in the first scrip. What am I
missing? Do I need to get the first scrip to commit somehow before the
second runs?
Thanks!
-Todd
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Re: [rt-users] Canned replies are missing after the upgrade
On Mon, May 4, 2009 at 12:57 PM, Asif Iqbal vad...@gmail.com wrote: Hi I just realized the canned replies are missing since the upgrade from rt-3.4.5 to rt-3.8.2. I have the old instance backed up. How do I revive them? Found it under local/html dir. Thanks Thanks -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu A: Because it messes up the order in which people normally read text. Q: Why is top-posting such a bad thing? -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu A: Because it messes up the order in which people normally read text. Q: Why is top-posting such a bad thing? ___ 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] full name in recipient address?
Careful patch for RT is welcome. There is already extension for automcompletion of emails, most probably it's better to extend it with more options. On Mon, May 4, 2009 at 8:31 PM, Razvan Cosma razvan.co...@gmail.com wrote: Hello, RT sends emails only to u...@domain, while almost everyone uses first last u...@domain, and replying with the full name would look a lot nicer. Is this possible using the current template variables? Also, auto-completion starting from name not just e-mail in the one-time cc: field would be very good to have, is it interesting enough to submit a bug report for it? ___ 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] Why are extracted custom fields not available in Autoreply template
I think it's done to generate list of recipients.
On Mon, May 4, 2009 at 9:10 PM, Todd Chapman t...@chaka.net wrote:
Thanks Ruslan. Is there a reason for that?
On Mon, May 4, 2009 at 1:06 PM, Ruslan Zakirov ruslan.zaki...@gmail.com
wrote:
Message from the template is generated during Prepare step.
On Mon, May 4, 2009 at 8:14 PM, Todd Chapman t...@chaka.net wrote:
All,
I have a scrip that runs first and extracts custom fields on ticket
created. The Autoreply scrip runs second, but if I use
$Ticket-FirstCustomFieldValue('foo') in the Autoreply template I
don't get the value that was extracted in the first scrip. What am I
missing? Do I need to get the first scrip to commit somehow before the
second runs?
Thanks!
-Todd
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--
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Re: [rt-users] Canned replies are missing after the upgrade
I think you're talking about RTFM and I believe you should upgrade it too. On Mon, May 4, 2009 at 8:57 PM, Asif Iqbal vad...@gmail.com wrote: Hi I just realized the canned replies are missing since the upgrade from rt-3.4.5 to rt-3.8.2. I have the old instance backed up. How do I revive them? Thanks -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu A: Because it messes up the order in which people normally read text. Q: Why is top-posting such a bad thing? ___ 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] how to run new rt cli in cron
How do I by pass the password prompt? Is there another user I can use instead where I don't have to feed a password thru cronjob? You do not need an expect script or to feed the password to the CLI's STDIN at all. All you need is to arrange for the environment variables RTUSER, RTSERVER and RTPASSWD to be set in your environment before calling the CLI, like so: #!/bin/sh export RTUSER=someone export RTPASSWD=Something export RTSERVER=https://rt.server.com/ /opt/rt3/bin/rt show ticket/123 -- If you are parsing the output of the CLI, you're better off using the REST interface instead. The CLI's output changes from version to version, which will throw off your parse. The REST output won't change. See http://wiki.bestpractical.com/view/REST -- Tom Lahti ___ 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] requestors group access
I usually suggest to use Cc for that. On create you add group X to the Cc list of the ticket. In RT4 I hope you'll be able to have role co-workers and it would be clear. In RT3 you have to sacrifice Cc. You can replace requestor with his group. All this can be implemented with set of scrips. To define user's main group I suggest you to use Organization field each user has, for example Organization is X then group is X organization. Something like that. Hope somebody will finally do it and publish as extension or I'll have to write it myself. On Mon, May 4, 2009 at 12:51 PM, Vaclav Vobornik vaclav.vobor...@commerzbank.com wrote: Good morning, I have a specific question from one of our customers. Let's say, there is a Sybase team we support: Peter, John, and Maria (unprivileged users). When Peter creates a ticket, only Peter can see it after he logs in to the RT. The same when John creates a ticket - only he sees it. I'd like they can see all the tickets one of them is a requestor - but only within their Sybase group. E.g. When Maria creates a ticket, also Peter and John could see a status in the same way like Maria. Is there any solution already in place, please? Many thanks -- Vaclav Vobornik ZIT 12.2.3 System Design Development C O M M E R Z B A N K A G Myslikova 31 CZ-11000 Prague ___ 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] Query for Service downtime
services. I had a plan of fetching the difference in time of when the tickets were opened and when the tickets were resolved. That would give me the downtime but I have no idea how to implement that. Any help on this regard will greatly appreciated. That's not really downtime, I wouldn't think, unless the tickets are both opened and resolved automatically. Are they? If either is done by a human, then its not system downtime. It's time to whenever-the-human-felt-like-doing-RT-stuff. -- Tom Lahti ___ 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] Template formating is broken
All my templates from RT 3.4.5 looks broken with RT 3.8.2 For example a template like this Please send a blank email to rtrlist-subscr...@example.net to join this mailing list. This will notify the list owner to approve/disapprove your subscription. Similarly, there's rtrlist-unsubscr...@example.net. You'll receive a follow-up email when sending such request. Simply follow the instructions. Shows exactly like this on rt 3.4.5. But on rt 3.8.2 it shows like this Template RTRlist Sub/Unsub: Content changed from ' Please send a blank email to rtrlist-subscr...@example.net to join this mailing list. This will notify the list owner to approve/disapprove your subscription. Similarly, there's rtrlist-unsubscr...@example.net. You'll receive a follow-up email when sending such request. Simply follow the instructions' to Please send a blank email to rtrlist-subscr...@example.net to join this mailing list. This will notify the list owner to approve/disapprove your subscription. Similarly, there's rtrlist-unsubscr...@example.net. You'll receive a follow-up email when sending such request. Simply follow the instructions. As you can see, not only the format is corrupted but the same content is showing up twice. Once with single quotes and once within double quotes -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu A: Because it messes up the order in which people normally read text. Q: Why is top-posting such a bad thing? ___ 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] stop strangers from emailing other people's tickets
Running into a problem where a bad person (unprivileged and unknown by RT) can send an email to the RT system with someone else's ticket ID in the subject. RT will recognize the (guessed) ticket ID, and permanently append the message (which may contain spam or nastiness) to somebody's ticket, even though the sender is not a valid party listed on the ticket. So some troublemaker can send 1 email with a random ticket ID, or 100,000 emails with all possible ticket ids and attack users' tickets. We want to allow people to create tickets by email and we do want RT users to be automatically created if they don't already exist. Is there a way, though, to deny permission for unprivileged users to reply to a ticket unless they are the Requestor or Cc? I have set Group Rights this way: Everyone: CreateTicket, ModifySelf Unprivileged: none Privileged: [many, including ReplyToTicket] Requestor: ReplyToTicket, SeeQueue, ShowTicket but the above permissions do not seem to make any difference in the ability of strangers being able to pollute random tickets with messages. It also seems that if an attacker forged his From address to appear to come from one of our privileged email addresses (like supp...@yourdomain), a permissions-only approach would not really make much of a barrier. Should some combination of permissions be able to work, or does preventing this abuse require a Scrip? Do any of you with RT installations ever run into situations where someone mail bombs or attacks your users' tickets by email in this way? What advice can you give? Allen ___ 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] stop strangers from emailing other people's tickets
On Mon, May 04, 2009 at 12:38:20PM -0700, allen+rtl...@crystalfontz.com wrote: Running into a problem where a bad person (unprivileged and unknown by RT) can send an email to the RT system with someone else's ticket ID in the subject. RT will recognize the (guessed) ticket ID, and permanently append the message (which may contain spam or nastiness) to somebody's ticket, even though the sender is not a valid party listed on the ticket. So some troublemaker can send 1 email with a random ticket ID, or 100,000 emails with all possible ticket ids and attack users' tickets. We want to allow people to create tickets by email and we do want RT users to be automatically created if they don't already exist. Is there a way, though, to deny permission for unprivileged users to reply to a ticket unless they are the Requestor or Cc? I have set Group Rights this way: Everyone: CreateTicket, ModifySelf Unprivileged: none Privileged: [many, including ReplyToTicket] Requestor: ReplyToTicket, SeeQueue, ShowTicket but the above permissions do not seem to make any difference in the ability of strangers being able to pollute random tickets with messages. It also seems that if an attacker forged his From address to appear to come from one of our privileged email addresses (like supp...@yourdomain), a permissions-only approach would not really make much of a barrier. Should some combination of permissions be able to work, or does preventing this abuse require a Scrip? Do any of you with RT installations ever run into situations where someone mail bombs or attacks your users' tickets by email in this way? What advice can you give? Allen Allen, We run all of our RT E-mail into an anti-spam system with a quarantine function, before we pass it to RT. The means that attacks such as the above end up populating the quarantine, but do not actually pollute the tickets. Emptying the quarantine is a click away. It works quite well since it is not based on the guessed header, but the content of the message. Alternatively, if you could set up a secured channel for your valid E-mail addresses to communicate with RT from your priviledged servers, that might work as well. Good luck, Ken ___ 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
