[rt-users] screendumps, searching and editing
I tried RT in the Spring of 2008 and though it did most of what I wanted, there were a couple of features (or lack of them) that made me stop. I have searched this mailing list for an update on these features, but have failed to find a definitive answer. Searchable body Include screen dumps inside request headers and solutions Edit body text Searchable body. I used RT to log customers problem requests, and document the solution. I would include code snippets, error logs etc, and would need to be able to search for these pieces in future call requests. Screen Dumps.I support a complex business application and encourage the users to include a screen dump with a problem request. I would also like to include screen dumps of the solution that were used. Editable body text. I agree with the general principle that each stage of progress should not be changed, however on occasion during providing a solution, you may type a code snippet incorrectly. I need a way of changing incorrect information. Regards, Tim B ___ 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] screendumps, searching and editing
Tim; Tim Bonnell wrote: Searchable body. I used RT to log customers problem requests, and document the solution. I would include code snippets, error logs etc, and would need to be able to search for these pieces in future call requests. You can search for anything in RT, including content searching from within the Query Builder (Tickets link) page. Screen Dumps.I support a complex business application and encourage the users to include a screen dump with a problem request. I would also like to include screen dumps of the solution that were used. You can upload attachments to tickets , screen dumps will be attachments? or am I missing something. Editable body text. I agree with the general principle that each stage of progress should not be changed, however on occasion during providing a solution, you may type a code snippet incorrectly. I need a way of changing incorrect information. Considering that most probably updates will be emailed out to individuals, you do not want the ticket text to be different to the email sent , (ie if you do update , update emailed out, you then edit that update , someone later login and view the ticket and notice the update text is different to what they've received) .. in case you want to correct information I would recommend you do another update with the correction (which is a more accurate change control process). Saying that I do remember someone done a plugin/code to allow editing update .. search the mailing list. Regards; 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] screendumps, searching and editing
On Fri, Jan 08, 2010 at 11:42:32AM -, Tim Bonnell wrote: I tried RT in the Spring of 2008 and though it did most of what I wanted, there were a couple of features (or lack of them) that made me stop. I have searched this mailing list for an update on these features, but have failed to find a definitive answer. Searchable body Include screen dumps inside request headers and solutions Edit body text Searchable body. I used RT to log customers problem requests, and document the solution. I would include code snippets, error logs etc, and would need to be able to search for these pieces in future call requests. Any text has always been searchable. I would not however recommend doing a full content search if your database is large without full text indexing support. The two backends that currently support it are Oracle and PostgreSQL. Please see the wiki for details on how to set it up. Screen Dumps.I support a complex business application and encourage the users to include a screen dump with a problem request. I would also like to include screen dumps of the solution that were used. Editable body text. I agree with the general principle that each stage of progress should not be changed, however on occasion during providing a solution, you may type a code snippet incorrectly. I need a way of changing incorrect information. The latest version is the corrected information. History is not malleable/changeable with in RT. You can also add a fixed version. Cheers, 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
[rt-users] Forwarded tickets show as MIME-encoded attachments within attachments
When forwarding tickets (or a single ticket transaction) in RT 3.8.7, RT generates an email with an attachment, and within that attachment is another MIME encoded attachment. This is not very useful, at least not in Outlook or Thunderbird. Is there a way to reduce the number of times the ticket content gets wrapped up in attachments (and maybe send as plaintext instead of MIME encoded)? I couldn't find anything in RT_Config.pm about ticket forwarding behavior. Thanks! RT 3.8.7 running under Apache 2 with FastCGI, email is configured as: Set($MailCommand , 'sendmail'); Set($SendmailArguments , -oi); ___ 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] Group management in Queue creation
I need to delegate the ability to assign group permissions to a support manager group. Currently, when a support manager creates a queue, they are unable to assign group rights to the queue. I've look through the wiki and tried some permission settings but have been unable to grant this ability. Can someone tell me which right I need to give the support manager group in order to give this this ability? Thanks in advance, Diona ___ 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] Group management in Queue creation
Diona, The ability to assign Group Rights for a Queue can be granted globally and on a Queue-by-Queue basis. I recommend the later. Are you wanting to grant that right to a collective group of user, like a managers group or to a specific individual? WE use the AdminCc role for this purpose. That way, one or more individuals in that role for /THAT/ queue, can grant access rights to /THAT /Queue. The right/privilege you want to grant is ModifyACL, ModifyQueueWatchers, and ShowACL. We grant other rights to these Queue Managers (Queue AdminCc) because they are also responsibile to make sure tickets are assigned and resolved, etc. but that's just our workflow. Hope this helps. Kenn LBNL On 1/8/2010 10:23 AM, Diona Kidd wrote: I need to delegate the ability to assign group permissions to a support manager group. Currently, when a support manager creates a queue, they are unable to assign group rights to the queue. I've look through the wiki and tried some permission settings but have been unable to grant this ability. Can someone tell me which right I need to give the support manager group in order to give this this ability? Thanks in advance, Diona ___ 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] Need to make CF mandatory at resolve time
folks, In RT 3.8.x. I have several different queues, each of which have their own work categories as CFs. When a call comes in from a user to the help desk the help desk people select the queue and fill in the mandatory CF. however, if a user emails in a ticket, there is nothing the enforces the mandatory fields, and I can't always determine it from the contents of the email. So, my question is, is there a way to enforce mandatory fields to be filled in at resolve time? The ticket owner is the best one to know which category a ticket belongs in anyways. So, resolve time is really the right time for this selection for us, anyways. Thanks. This e-mail message is intended only for the personal use of the recipient(s) named above. If you are not an intended recipient, you may not review, copy or distribute this message. If you have received this communication in error, please notify the Hearst Service Center (cad...@hearstsc.com) immediately by email and delete the original message. ___ 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] Problems with Text::Quoted Module / RT 3.6.5
Hi Bekeny, that sounds good, we are in front of migration to rt 3.8.x..soon. Thanks 2010/1/7 BÁLINT Bekény balint.bek...@docca.hu Hi Torsten, I think this was fixed in 3.8.2. The relevant ChangeLog part is: * rewrite displaying message stanza without recursion to avoid problems with deep recursion errors and improve performance [ruz] -- Bekény On Wed, Jan 6, 2010 at 1:58 PM, Brumm, Torsten / Kuehne + Nagel / Ham MI-ID torsten.br...@kuehne-nagel.com wrote: Happy new year to all RT Gurus, starting from Monday 4th of Jan, we found some strange problems inside our RT Installation on Centos 5.2. From time to time the mason_handler.fcgi process uses all the memory our system has installed until oom-killer of apache stops this process. After reading a lot and searching the logfiles, i found that every time this occures, we get a logentry: [Wed Jan 06 12:47:17 2010] [warn] mod_fcgid: stderr: Deep recursion on subroutine Text::Quot Next i found some useful hints inside the list about replacing and renewing Text::Quoted Module, i've done this and yes, the error still occures several times the day. Btw. I also renewed the Scalar::Util Modul during this process. Any ideas or suggestions? Torsten Kuehne + Nagel (AG Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), Dirk Blesius, Reiner Heiken, Bruno Mang, Alfred Manke, Christian Marnetté, Mark Reinhardt, Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft: Kuehne Nagel A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne ___ 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 -- MFG Torsten Brumm http://www.brumm.me http://www.elektrofeld.de ___ 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] Problems with Text::Quoted Module / RT 3.6.5
Btw, a good question could be: is this also fixed in later rt 3.6.x releases? 2010/1/7 BÁLINT Bekény balint.bek...@docca.hu Hi Torsten, I think this was fixed in 3.8.2. The relevant ChangeLog part is: * rewrite displaying message stanza without recursion to avoid problems with deep recursion errors and improve performance [ruz] -- Bekény On Wed, Jan 6, 2010 at 1:58 PM, Brumm, Torsten / Kuehne + Nagel / Ham MI-ID torsten.br...@kuehne-nagel.com wrote: Happy new year to all RT Gurus, starting from Monday 4th of Jan, we found some strange problems inside our RT Installation on Centos 5.2. From time to time the mason_handler.fcgi process uses all the memory our system has installed until oom-killer of apache stops this process. After reading a lot and searching the logfiles, i found that every time this occures, we get a logentry: [Wed Jan 06 12:47:17 2010] [warn] mod_fcgid: stderr: Deep recursion on subroutine Text::Quot Next i found some useful hints inside the list about replacing and renewing Text::Quoted Module, i've done this and yes, the error still occures several times the day. Btw. I also renewed the Scalar::Util Modul during this process. Any ideas or suggestions? Torsten Kuehne + Nagel (AG Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), Dirk Blesius, Reiner Heiken, Bruno Mang, Alfred Manke, Christian Marnetté, Mark Reinhardt, Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft: Kuehne Nagel A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne ___ 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 -- MFG Torsten Brumm http://www.brumm.me http://www.elektrofeld.de ___ 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] Problems with Text::Quoted Module / RT 3.6.5
Btw, a good question could be: is this also fixed in later rt 3.6.x releases? I don't think so but this maybe helps you for fix it in 3.6: http://lists.bestpractical.com/pipermail/rt-commit/2008-November/01.html -- Bekény On Fri, Jan 8, 2010 at 9:57 PM, Torsten Brumm torsten.br...@googlemail.comwrote: Btw, a good question could be: is this also fixed in later rt 3.6.x releases? 2010/1/7 BÁLINT Bekény balint.bek...@docca.hu Hi Torsten, I think this was fixed in 3.8.2. The relevant ChangeLog part is: * rewrite displaying message stanza without recursion to avoid problems with deep recursion errors and improve performance [ruz] -- Bekény On Wed, Jan 6, 2010 at 1:58 PM, Brumm, Torsten / Kuehne + Nagel / Ham MI-ID torsten.br...@kuehne-nagel.com wrote: Happy new year to all RT Gurus, starting from Monday 4th of Jan, we found some strange problems inside our RT Installation on Centos 5.2. From time to time the mason_handler.fcgi process uses all the memory our system has installed until oom-killer of apache stops this process. After reading a lot and searching the logfiles, i found that every time this occures, we get a logentry: [Wed Jan 06 12:47:17 2010] [warn] mod_fcgid: stderr: Deep recursion on subroutine Text::Quot Next i found some useful hints inside the list about replacing and renewing Text::Quoted Module, i've done this and yes, the error still occures several times the day. Btw. I also renewed the Scalar::Util Modul during this process. Any ideas or suggestions? Torsten Kuehne + Nagel (AG Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), Dirk Blesius, Reiner Heiken, Bruno Mang, Alfred Manke, Christian Marnetté, Mark Reinhardt, Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft: Kuehne Nagel A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne ___ 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 -- MFG Torsten Brumm http://www.brumm.me http://www.elektrofeld.de ___ 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] Problems with Text::Quoted Module / RT 3.6.5
Coool! Thanks, will try it out on monday, could save our RT until update :-) 2010/1/8 BÁLINT Bekény balint.bek...@docca.hu Btw, a good question could be: is this also fixed in later rt 3.6.x releases? I don't think so but this maybe helps you for fix it in 3.6: http://lists.bestpractical.com/pipermail/rt-commit/2008-November/01.html -- Bekény On Fri, Jan 8, 2010 at 9:57 PM, Torsten Brumm torsten.br...@googlemail.com wrote: Btw, a good question could be: is this also fixed in later rt 3.6.x releases? 2010/1/7 BÁLINT Bekény balint.bek...@docca.hu Hi Torsten, I think this was fixed in 3.8.2. The relevant ChangeLog part is: * rewrite displaying message stanza without recursion to avoid problems with deep recursion errors and improve performance [ruz] -- Bekény On Wed, Jan 6, 2010 at 1:58 PM, Brumm, Torsten / Kuehne + Nagel / Ham MI-ID torsten.br...@kuehne-nagel.com wrote: Happy new year to all RT Gurus, starting from Monday 4th of Jan, we found some strange problems inside our RT Installation on Centos 5.2. From time to time the mason_handler.fcgi process uses all the memory our system has installed until oom-killer of apache stops this process. After reading a lot and searching the logfiles, i found that every time this occures, we get a logentry: [Wed Jan 06 12:47:17 2010] [warn] mod_fcgid: stderr: Deep recursion on subroutine Text::Quot Next i found some useful hints inside the list about replacing and renewing Text::Quoted Module, i've done this and yes, the error still occures several times the day. Btw. I also renewed the Scalar::Util Modul during this process. Any ideas or suggestions? Torsten Kuehne + Nagel (AG Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), Dirk Blesius, Reiner Heiken, Bruno Mang, Alfred Manke, Christian Marnetté, Mark Reinhardt, Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft: Kuehne Nagel A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne ___ 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 -- MFG Torsten Brumm http://www.brumm.me http://www.elektrofeld.de -- MFG Torsten Brumm http://www.brumm.me http://www.elektrofeld.de ___ 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
