Re: [rt-users] Help Regarding Rotating Log File RT.Log
Use the standard log rotator Sent via BlackBerry from T-Mobile -Original Message- From: Varun varun.v...@elitecore.com Date: Tue, 6 Oct 2009 11:16:43 To: rt-users@lists.bestpractical.com Subject: [rt-users] Help Regarding Rotating Log File RT.Log ___ 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
[rt-users] Request for RT briefing/demo slide deck
Has anybody briefed their employer about what/how RT works and why it is a good option to move to this particular product? I'm going to be giving a briefing about RT tomorrow and am currently coming up with some slides however if there is someone out there who wouldn't mind sending along what they've already done it may help speed up the process. Thank you, Drew Drew, If your organization is handling issues for customers than you have to have a management system that helps you accomplish all that work in an organized manner. You could write it on paper, but software is better, multiuser and more updateable. There are more expensive software that you an buy, like Track It but RT is widely used by thousands of orgs, many of them somewhat famous in their own right )MIT, NASA, Merril Lynch, etc). And RT is open source, which means if you want to change how it looks or works, it is not too hard to do. If you are not using a tracking system now, then you are probably wasting resources having multiple people work on the same issue at the same time without knowing what each other is doing, answering people for the same questions and maybe giving them different or contradictory answers, wasting time waiting for some dealer person to assign tasks to people instead of people being able to go see where tasks are created and take them right away. The first chapter of the RT Essentials O'Reilly book has a much more in depth explanation of why any ticketing system is necessary when more than a few people are trying to handle issues for more than a few customers. Some of it can even be read online for free, just search google. I asked my company to buy me one and they did. 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] QuickSearchSummary
Thanks a lot.
It works fine.
Alex
Emmanuel Lacour a écrit :
On Mon, Oct 05, 2009 at 04:46:32PM +0200, Alexandre PIASER wrote:
Hello,
I use rt 3.8.2 and I need help.
I want to display the status resolved on the quickshearchsummary.
Example:
QueueNewOpenResolved
Support5 102
IT3 5 4
You have to copy share/html/Elements/Quicksearch to local/html/Elements,
then modify this one to add resolved status as it use only
ActiveStatuses by default.
then clear your mason cache (rm -rf /var/masonf_data/obj) and
restart your webserver.
Adding the following line at end of file (before /%INIT) should to the
trick:
push @conditions, { cond = Status = 'resolved', name = loc('resolved') };
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Re: [rt-users] Request for RT briefing/demo slide deck
On Mon, 5 Oct 2009, Allen wrote: Has anybody briefed their employer about what/how RT works and why it is a good option to move to this particular product? I'm going to be giving a briefing about RT tomorrow and am currently coming up with some slides however if there is someone out there who wouldn't mind sending along what they've already done it may help speed up the process. [replying to Drew] I was specifically asked to come up with a trouble ticket system. My approach was to install RT on my workstation, start some demo trouble tickets, and walk the IT manager through tracking things. He instantly liked it. Were I in your position, I'd install RT on my laptop and interact with the system right in front of everyone. -- David Griffith dgri...@cs.csubak.edu A: Because it fouls the order in which people normally read text. Q: Why is top-posting such a bad thing? A: Top-posting. Q: What is the most annoying thing in e-mail?___ 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] Help Regarding Rotating Log File RT.Log
If you're up-to modifying RT's code, you can use Log::Dispatch::FileRotate instead of Log::Dispatch::File in a new RT_Local.pm file that will override InitLogging() function of RT.pm. Log::Dispatch::FileRotate allows rotation by file size or date/time while retaining a specified amount of previous files. Does not require restarting Apache upon log rotation. Eynat -Original Message- From: li...@up-south.com [mailto:li...@up-south.com] Sent: Tuesday, 06 October 2009 7:48 AM To: Varun; rt-users-boun...@lists.bestpractical.com; rt-users@lists.bestpractical.com Subject: Re: [rt-users] Help Regarding Rotating Log File RT.Log Use the standard log rotator Sent via BlackBerry from T-Mobile -Original Message- From: Varun varun.v...@elitecore.com Date: Tue, 6 Oct 2009 11:16:43 To: rt-users@lists.bestpractical.com Subject: [rt-users] Help Regarding Rotating Log File RT.Log ___ 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] Help Regarding Rotating Log File RT.Log
Varun and all, It's not recommended to use LogToFile in production environment. Use LogToScreen to log into Apache's logs or LogToSyslog. On Tue, Oct 6, 2009 at 9:46 AM, Varun varun.v...@elitecore.com wrote: Hello All I have RT 3.6.3 installed with Apache 2.0 with fast cgi implemented. We do have a good hard disk space on our server but it will eventually will be eaten up by log files (i.e from apache and rt logs). So I want to know how I can rotate my RT logs. Does RT provide any provision for rotating log files after certain amount of file size is achieved? Please if any one knows about it then please help me in achieving it. Thanks Regards Varun Vyas ___ 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
[rt-users] Who spoke last?
Hi, I've been asked for a report from our RT system to show why tickets are still open. Before I get to that though, I wanted to write something to figure out which tickets are waiting on us, and which are waiting on the requestor. I can see that the Told property on tickets tells me *when* there was an exchange last, but not who sent it. Is there a simple field or function already tucked away somewhere for this, or do I need to trawl the transactions? I think my final goal will be to have two states for open tickets: pending_tech, pending_customer or similar, and something to nag internal users if the ticket is waiting on them, and resolve if it's waiting on the customer after a couple of weeks. Has anyone else already done that? I'm currently using RT 3.6.4 (3.8 upgrade coming soon), if it is relevant. Cheers, Howie ___ 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] Who spoke last?
On Tue, Oct 06, 2009 at 03:52:38PM +0100, Howard Jones wrote: Hi, I think my final goal will be to have two states for open tickets: pending_tech, pending_customer or similar, and something to nag internal users if the ticket is waiting on them, and resolve if it's waiting on the customer after a couple of weeks. Has anyone else already done that? here, we use the stalled status when the request is waiting for a customer answer. (when we respond to customer to ask something, we put the stalled status, when the customer answer, the ticket status changes automatically to open). so, here: pending_tech - Status = 'open' OR Status = 'new' pending_customer - Status = 'Stalled' For your backlog, you can have a look at the LastUpdatedBy of each ticket and compare to your tech list of emails. ___ 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] question about searching for assets (using asset tracker)
Franzini, Gabriele [Nervianoms] wrote: Hello Charlie, You need to first select a Type, in order to get the Custom Field on the query builder page . HTH, Gabriele Franzini ICT Applications Manager Nerviano Medical Sciences SRL PO Box 11 - Viale Pasteur 10 20014 Nerviano Italy tel +39 0331581477 fax +39 0331581456 Thank you so much Gabriele, that worked like a charm. ~c ___ 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] adding stuff to emails
I've been asked to add NO NOT REPLY in a large font to the RT-generated trouble ticket emails because a couple people keep doing things like replying to trouble tickets to say thanks and the like. This bugs me on several counts. 1) Asking users not to use email seems to defeat much of the utility of RT. 2) I'm not clear at all how to do this. The book doesn't address this. 3) It seems like it would be a big thing to implement HTML-ized email for RT. -- David Griffith dgri...@cs.csubak.edu A: Because it fouls the order in which people normally read text. Q: Why is top-posting such a bad thing? A: Top-posting. Q: What is the most annoying thing in e-mail? ___ 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] adding stuff to emails
On Tue, Oct 06, 2009 at 08:36:32AM -0700, David Griffith wrote: I've been asked to add NO NOT REPLY in a large font to the RT-generated trouble ticket emails because a couple people keep doing things like replying to trouble tickets to say thanks and the like. This bugs me on several counts. 1) Asking users not to use email seems to defeat much of the utility of RT. sure ;) 2) I'm not clear at all how to do this. The book doesn't address this. you just have to add this text to the corresponding template (global or for selected queues). For example on a default RT installation you would modify Configuration-Global-Templates-AutoReply to add this text to all auto-replies on ticket creations. The choice of templates to modify depends of your configuration, especially your scrips. 3) It seems like it would be a big thing to implement HTML-ized email for RT. In 3.8.x RT as support for writting answers using a wysiwyg editor. using html in templates is a little bit more tricky I think ... ___ 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] adding stuff to emails
On Tue, Oct 06, 2009 at 06:04:43PM +0200, Emmanuel Lacour wrote: On Tue, Oct 06, 2009 at 08:36:32AM -0700, David Griffith wrote: 3) It seems like it would be a big thing to implement HTML-ized email for RT. In 3.8.x RT as support for writting answers using a wysiwyg editor. using html in templates is a little bit more tricky I think ... docs/templates.pod talks about what is required to htmlize your templates. -kevin pgpvyP25AUUTp.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] RT with forms and workflow?
On Fri 25.Sep'09 at 7:08:24 +0200, Lorens Kockum wrote: On Wed, Sep 23, 2009 at 05:19:51AM +0900, Jesse Vincent wrote: Sorry if haven't been keeping up with the technology, but to me RT didn't support forms, in the sense custom fields mixed with text and laid out on a page. Has that changed? Searching for form on http://bestpractical.com/rt/features.html certainly doesn't give that impression. The features list on the corporate website is...not exactly exhaustive. Know any good marketing people who work cheap? ;) Sure I do. Good, cheap, or available . . . pick any two. Without going into marketing docs, I'd feel more confident in spending time installing a new version of RT if I could first find some technical documentation explaining how to set up such forms; I have been singularly unable to find any such thing. svn://svn.bestpractical.com/RT-FormTools is the toolset we use for doing such things for customers. Best, Jesse ___ 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] Web interface configuration question
I think this is now VERY close to working correctly. Just a matter of finding the right httpd.conf combination The following works perfectly except that it runs out of the root. Shows correct WebLogo. Requires RT_siteconfig.pm: $WebPath = ''; What I want is to access RT via http//backup.easyrider.com/helpdesk I'm guessing example 2 has just one missing or incorrect entry # - START example 1 NameVirtualHost *:80 VirtualHost *:80 ServerName backup.easyrider.com AddDefaultCharset UTF-8 AddHandler fastcgi-script .fcgi Alias /NoAuth/images /opt/rt3/share/html/NoAuth/images ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/ /VirtualHost # -- END 1 --- The following immediately sends the browser to /var/www/html/index.html as soon as you hit the login button: WebLogo does not display on the login screen and the alt text displays best practical which is no longer in RT_siteconfig.pm Requires $WebPath = '/helpdesk'; I mention the logo problem only as a symptom that makes me suspicious that there are problems loading RT_siteconfig.pm # - START example 2 Directory /opt/rt3/share/html Options FollowSymLinks ExecCGI AllowOverride None /Directory VirtualHost *:80 ServerName backup.easyrider.com DocumentRoot /var/www/html ScriptAlias /helpdesk /opt/rt3/bin/mason_handler.fcgi/ AddHandler fastcgi-script fcgi Location /helpdesk AddDefaultCharset UTF-8 SetHandler fastcgi-script /Location Location /helpdesk/NoAuth/images SetHandler default /Location /VirtualHost # -- END 2 -- ___ 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] Problem with zip files in RT 3.8.4
Hello list, I am having an interesting problem, I haven't noticed it until recently. But when trying to attach larger zip files, RT is saving them with plain/text header information??? but here comes the fun part. Before being uploaded the files are 1.5~2.5 megs, downloading the files (right click save as) they are 7+ meg Is RT trying to unzip the files? and then running out of room to write to the database? There is no info in the log file as to what is going on. This is a head spinner. Thanks in advance, -- Bill Graboyes ___ 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] adding stuff to emails
I've been asked to add NO NOT REPLY in a large font to the RT-generated trouble ticket emails because a couple people keep doing things like replying to trouble tickets to say thanks and the like. This bugs me If the only problem is having to re-close tickets for lusers, see the wiki for solutions to send no confirmation on resolution, or only on the first resolution. Otherwise, thanks, that worked is not an unreasonable response as it allows you to know that problem is really and truly solved. -- 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] Request for RT briefing/demo slide deck
I used the first two chapters from RT Essentials to make the case, they're geared towards a general audience. I also like to use the analogy of RT as shared webmail boxes. It seems to be something that non-technical folk can get their heads around if you make it clear that different people can see different boxes, and that it allows for auditing/ease of access by someone filling in when the ticket owner is indisposed (sick, vacation, hit by a bus). The test queue in the best practical's RT was what I used to show the general features. -- 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
