Re: [rt-users] Ticket numbering to start at 2000

[Ruslan Zakirov]

http://requesttracker.wikia.com/wiki/SetStartingId

On Wed, Apr 27, 2011 at 3:23 PM, CALLEJA-ALBILLOS, FRANCK (FRANCK)**
CTR **  wrote:
> It is using MYSQL database. Is it possible just to setup the auto_increment
> like described here :
>
>
>
>
>
> It depends on what database you are using. Look for the file called
> schema.Pg for postgres or schema.mysql, or whatever. You'll see a line
> that says something like:
>
> CREATE SEQUENCE tickets_id_seq;
>
> That's for Postgres. I changed it to:
>
> CREATE SEQUENCE tickets_id_seq MINVALUE 8000;
>
> Then I initialized my database.
>
>
>
> Cdt,
>
>
>
> Franck CALLEJA-ALBILLOS
>
> TREFLE pour Alcatel-Lucent
>
> Centre de Compétences Managed Services - IP/MPLS
>
> Tél. : +33 1 30 77 1362
>
> Email : franck.calleja-albil...@alcatel-lucent.com
>
>
>
> De : rt-users-boun...@lists.bestpractical.com
> [mailto:rt-users-boun...@lists.bestpractical.com] De la part de
> CALLEJA-ALBILLOS, FRANCK (FRANCK)** CTR **
> Envoyé : mercredi 27 avril 2011 13:06
> À : 'rt-users@lists.bestpractical.com'
> Objet : [rt-users] Ticket numbering to start at 2000
>
>
>
> Hi,
>
>
>
> I’ve setup a new installation of RT without migrating data from a previous
> installation : reason is that new queues/custom fields are defined in the
> new installation.
>
>
>
> So the old installation has reached ticket number 1853.
>
> To avoid having trouble/confusion with my external partner (to whom we are
> giving our ticket number for reference), I would like to start ticket
> numbering to 2000 or 3000.
>
>
>
> I can’t imagine create and close 1999 tickets then use RT Schredder.
>
> Is there another easy way to do this ?
>
>
>
> Cdt,
>
>
>
> Franck CALLEJA-ALBILLOS
>
> Email : franck.calleja-albil...@alcatel-lucent.com
>
>



-- 
Best regards, Ruslan.

Re: [rt-users] Using RT to track outgoing requests

[Kenneth Crocker]

Nathan,

Also, you could modify the "Notify on Create" to have the condition "User
defined" and put code in it that specifies the creator must be the
Requestor. Then create another scrip for when the creator is NOT the
requestor and have a different template that says what you want, like "This
ticket was created for you by so & so.  do NOT respond to this email ..
or whatever".

Kenn
LBNL

On Wed, Apr 27, 2011 at 9:23 AM, Kenneth Crocker  wrote:

> Nathan,
>
> I'd do one of the following:
>
> 1) Setup a Notify Cc's on Create scrip for that RT Queue OR
> 2) Use regular email, but put your customer as the "To:" and put the RT
> email address as a "BCc:".
>
> #2 works well because as long as you have no ticket number referenced in
> the Subject line, RT will get the email and create a *new* ticket.
>
> Also, keep in mind, on ANY Notify Scrip, you can customize the template so
> that if you choos to send the email straight to RT with the customer as the
> requestor, they COULD get a better email notice, depending on what template
> you use.
>
> Hope this helps.
>
> Kenn
> LBNL
>
>
> On Wed, Apr 27, 2011 at 6:16 AM, Techmon Techmon <
> tech...@petfooddirect.com> wrote:
>
>> Another way you could do it would be to setup a separate queue that has
>> a different Scrip for "On Create Notify CCs" and a different template
>> that you would setup to your liking. You would have to remove the
>> default "On Create Notify CCs" Scrip from the Global configuration, and
>> then apply it to your other queues individually, but it would allow you
>> to make your 3rd party as a CC through the web interface for the queue
>> in question and they would be none the wiser.
>>
>> Luke Kwiecinski
>>
>>
>> -Original Message-
>> From: rt-users-boun...@lists.bestpractical.com
>> [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Nathan
>> Ward
>> Sent: Wednesday, April 27, 2011 12:39 AM
>> To: RT-Users@lists.bestpractical.com
>> Subject: [rt-users] Using RT to track outgoing requests
>>
>> Hi all,
>>
>> I imagine this is a common problem, but I can't find anything by
>> searching the archives - I've tried a number of different search terms
>> but don't hit anything useful.
>>
>> I support a number of customers who I look after various IT things for.
>> I often want to send an email to someone who I need to work with for a
>> customer, for example, I manage a web/email server for a customer and
>> need to email the company who runs the customer's desktop machines etc.
>> as a new request initiated by me ("I've noticed this problem, here's
>> what we should do to fix" type of thing).
>>
>> If I create a new ticket in the web interface and add the 3rd party as a
>> requestor, they get a somewhat confusing Autoreply message back. That's
>> not ideal.
>> If I create a new ticket in the web interface and add the 3rd party as a
>> CC, and myself as a requestor, that works OK but I have to reply to a
>> ticket in order to get the email to the customer.
>>
>> I could also create a ticket with email, and CC the other person, but
>> they'll hit reply to all (or just reply) and emails will go outside the
>> ticketing system and/or create new tickets which is not ideal.
>>
>>
>> I have wanted to do this in the past in other situations, for example as
>> an ISP I've wanted to send a message to another ISP, or to a transit
>> provider or something, to arrange a change in our
>> interconnection/peering. I'd prefer these thing to be tracked in RT,
>> instead of my personal mail.
>>
>>
>> What are other people doing for this sort of thing?
>>
>> --
>> Nathan Ward
>>
>
>

Re: [rt-users] submit ticket through web interface

[Techmon Techmon]

Mike, I've actually been looking for something similar, but have been
unsuccessful in finding anything like that.

 

Instead, I'm just building around the REST API and  building my own
self-help app

 

Here is the documentation: http://requesttracker.wikia.com/wiki/REST

 

 

Luke Kwiecinski

Network Engineer - Pet Food Direct

E-mail: l...@petfooddirect.com

Phone: 610-234-2310

Fax: 484-534-3450

2250 Hickory Rd, Suite 400
Plymouth Meeting, PA 19462

 

From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Mike
Johnson
Sent: Wednesday, April 27, 2011 11:51 AM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] submit ticket through web interface

 

Slight hi-jacking... sorry(but it fits the conversation)

 

Has there been an extension developed that customizes the SelfService
into a question/answer(database driven) that funnels the ticket to a
given queue/owner while populating custom fields?

 

We are currently developing an external form that will do this for
us(with the use of ExtractCustomFieldValues), but would love to use
something built in RT itself.

 

Thanks!

Mike.

On Tue, Apr 26, 2011 at 10:57 AM, Kevin Falcone
 wrote:

On Tue, Apr 26, 2011 at 04:19:08PM +0200, Albert Shih wrote:
> Hi all
>
> I want open my RT to my user (meaning requestor not owner) to allow
them to
> submit a new ticket.
>
> So for the authentication I can use RT::Authen::ExternalAuth to
connect our
> LDAP.
>
> But how can I create a special "RT at glance" for my user ? What I
want is :
>
>   For every user not in a small group (or list that's not
>   important), after they log-on in RT I want a very simple
interface
>   to allow user see the ticket they submit and a form to submit a
new
>   one.
>
>   If it's possible to have custom field in this form that's
better.
>
>   And on contrary of the "Quick Ticket" I don't want to allow the
>   user chose the Owner.

Don't make them Privileged, they'll be redirected to
http://your.rt.server/SelfService/
which is a very simple UI

-kevin




-- 
Mike Johnson
Datatel Programmer/Analyst
Northern Ontario School of Medicine
955 Oliver Road
Thunder Bay, ON   P7B 5E1
Phone: (807) 766-7331
Email: mike.john...@nosm.ca

Re: [rt-users] submit ticket through web interface

[Mike Johnson]

Slight hi-jacking... sorry(but it fits the conversation)

Has there been an extension developed that customizes the SelfService into a
question/answer(database driven) that funnels the ticket to a given
queue/owner while populating custom fields?

We are currently developing an external form that will do this for us(with
the use of ExtractCustomFieldValues), but would love to use something built
in RT itself.

Thanks!
Mike.

On Tue, Apr 26, 2011 at 10:57 AM, Kevin Falcone
wrote:

> On Tue, Apr 26, 2011 at 04:19:08PM +0200, Albert Shih wrote:
> > Hi all
> >
> > I want open my RT to my user (meaning requestor not owner) to allow them
> to
> > submit a new ticket.
> >
> > So for the authentication I can use RT::Authen::ExternalAuth to connect
> our
> > LDAP.
> >
> > But how can I create a special "RT at glance" for my user ? What I want
> is :
> >
> >   For every user not in a small group (or list that's not
> >   important), after they log-on in RT I want a very simple interface
> >   to allow user see the ticket they submit and a form to submit a new
> >   one.
> >
> >   If it's possible to have custom field in this form that's better.
> >
> >   And on contrary of the "Quick Ticket" I don't want to allow the
> >   user chose the Owner.
>
> Don't make them Privileged, they'll be redirected to
> http://your.rt.server/SelfService/
> which is a very simple UI
>
> -kevin
>



-- 
Mike Johnson
Datatel Programmer/Analyst
Northern Ontario School of Medicine
955 Oliver Road
Thunder Bay, ON   P7B 5E1
Phone: (807) 766-7331
Email: mike.john...@nosm.ca

Re: [rt-users] RT-Authen-ExternalAuth-0.08 which packages i need for

[Mike Johnson]

I agree with Raphael on this one,

The error you are seeing is basically saying it cannot find the user based
on the searching parameters you used. A useful troubleshooting tool for this
would be an LDAP Browser(I used Softerra's). The browser allows you to test
your Base DN. My gut feeling is your Base DN is wrong.

Good luck!
Mike.

2011/4/26 Raphaël MOUNEYRES 

>
> Hello, the LDAP answer is clear : "User not found"
>
> in your config you search in this Base: ou=User,dc=xxx,dc=xxx,dc=local
> are you sure the xxx.xxx.local domain exist in your AD configuration ? or
> did you change company values to hide from the list ?
> it looks like you don't have the good parameters between RT and your AD
> config so you can match and find the USER
>
> Raphaël
>
>
>
>
>   *"john s." *
> Envoyé par : rt-users-boun...@lists.bestpractical.com
>
> 26/04/2011 10:44
>A
>  rt-users@lists.bestpractical.com
>  cc
>   Objet
> Re: [rt-users] RT-Authen-ExternalAuth-0.08 which packages i need for
>
>
>
>
>
> Turn your RT debug logging on and check that log to see what it's doing.#
>
> Hello mike the rt.log says the following:
>
> username: USER , service: My_LDAP
>
> (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:274)pr
> 26 06:58:11 2011] [debug]: LDAP Search ===  Base:
> ou=User,dc=xxx,dc=xxx,dc=local == Filter:
> (&(ObjectClass=*)(sAMAccountName=User)) == Attrs: cn,sAMAccountName
>
> (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:304)
> [Tue Apr 26 06:58:11 2011] [debug]: User Check Failed :: ( My_LDAP ) USER
> User not found
>
> (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:318)
>
>
> So sth goes awry
>
> Any further  hints,clues or advices would be helpfully
>
>
> best regards john s.
>
>
> --
> View this message in context:
> http://old.nabble.com/Re%3A-RT-Authen-ExternalAuth-0.08-which-packages-i-need-for-tp31388437p31476578.html
> Sent from the Request Tracker - User mailing list archive at Nabble.com.
>
>
> 
>
> #
> " Ce courriel et les documents qui lui sont joints peuvent contenir des
> informations confidentielles ou ayant un caractère privé. S'ils ne vous sont
> pas destinés, nous vous signalons qu'il est strictement interdit de les
> divulguer, de les reproduire ou d'en utiliser de quelque manière que ce
> soit le contenu. Si ce message vous a été transmis par erreur, merci d'en
> informer l'expéditeur et de supprimer immédiatement de votre système
> informatique ce courriel ainsi que tous les documents qui y sont attachés."
>
>
>**
>
> " This e-mail and any attached documents may contain confidential or
> proprietary information. If you are not the intended recipient, you are
> notified that any dissemination, copying of this e-mail and any attachments
> thereto or use of their contents by any means whatsoever is strictly
> prohibited. If you have received this e-mail in error, please advise the
> sender immediately and delete this e-mail and all attached documents
> from your computer system."
> #
>
>


-- 
Mike Johnson
Datatel Programmer/Analyst
Northern Ontario School of Medicine
955 Oliver Road
Thunder Bay, ON   P7B 5E1
Phone: (807) 766-7331
Email: mike.john...@nosm.ca

Re: [rt-users] Using RT to track outgoing requests

[Techmon Techmon]

Another way you could do it would be to setup a separate queue that has
a different Scrip for "On Create Notify CCs" and a different template
that you would setup to your liking. You would have to remove the
default "On Create Notify CCs" Scrip from the Global configuration, and
then apply it to your other queues individually, but it would allow you
to make your 3rd party as a CC through the web interface for the queue
in question and they would be none the wiser. 

Luke Kwiecinski


-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Nathan
Ward
Sent: Wednesday, April 27, 2011 12:39 AM
To: RT-Users@lists.bestpractical.com
Subject: [rt-users] Using RT to track outgoing requests

Hi all,

I imagine this is a common problem, but I can't find anything by
searching the archives - I've tried a number of different search terms
but don't hit anything useful.

I support a number of customers who I look after various IT things for.
I often want to send an email to someone who I need to work with for a
customer, for example, I manage a web/email server for a customer and
need to email the company who runs the customer's desktop machines etc.
as a new request initiated by me ("I've noticed this problem, here's
what we should do to fix" type of thing).

If I create a new ticket in the web interface and add the 3rd party as a
requestor, they get a somewhat confusing Autoreply message back. That's
not ideal.
If I create a new ticket in the web interface and add the 3rd party as a
CC, and myself as a requestor, that works OK but I have to reply to a
ticket in order to get the email to the customer.

I could also create a ticket with email, and CC the other person, but
they'll hit reply to all (or just reply) and emails will go outside the
ticketing system and/or create new tickets which is not ideal.


I have wanted to do this in the past in other situations, for example as
an ISP I've wanted to send a message to another ISP, or to a transit
provider or something, to arrange a change in our
interconnection/peering. I'd prefer these thing to be tracked in RT,
instead of my personal mail.


What are other people doing for this sort of thing?

--
Nathan Ward

Re: [rt-users] Using RT to track outgoing requests

[Yan Seiner]

Nathan Ward wrote:

On 27/04/2011, at 10:15 PM, Raed El-Hames wrote:

  

Nathan:

There are different ways of dealing with the scenario you have.
What I do in here in a set up very similar to yours, is create a ticket with 
the customer contact as a requestor,
When 3rd party supplier needed I create a linked/child ticket in queue that 
does not send a standard auto-responder and instead an email similar to 
correspondence.
I like to separate my supplier and customer communication , hence the use of a linked ticket, but I have a scrip that trickle the updates from the child ticket to the parent as a comment, this allows me to have all correspondence on the issue in one single ticket. 



This approach sounds good, but I'm not sure it will work for me. I often need to create a ticket 
with a customer, for example "We need to move this around in such a way" or "We need 
to free up some hard drive space" or something.
I also often deal with suppliers that are not my supplier, but the customers' 
supplier - for example today I have a problem where a customer's outbound email 
relay at their ISP is blacklisted, and I've noticed this, so I need to raise a 
ticket with the people who run their in-house exchange server and manage moving 
their mail to relay through a host I provide them.
I could go to my customer and have them relay information for me, but that's a 
pain when they are not technical and don't pass information on quite right - I 
prefer to deal direct.
  
This is exactly the boat I'm in as well.  I need to send an email to a 
3rd party, either as a new ticket, or from within an existing ticket.  
We are piloting RT as a way to keep track of utility work.


The other day I had the need to request a contractor provide a price for 
a service for an existing project.  I ended up sending the email through 
Outlook, getting the quote back, sending that to RT as a new ticket, and 
then merging the tickets.  Yuck.  I can do that; I can't train my users 
to do that.


I need some way to send a fairly ordinary looking email to an outside 
party that is not on the ticket, from within RT and attached to a ticket.


--Yan

--
My car is Japanese. My Vodka is Russian. My pizza is Italian. My kebab is 
Turkish. My democracy is Greek. My wine is French. My coffee is Brazilian. My 
language is English. My movies are American. My music is African. My beers are 
German. My shirt is Indian. My oil is Saudi Arabian. My tv is Taiwanese. My 
country's politics are Byzantine. My rifle is Czech. My shoes are Chinese.  My 
math is Arabic, my writing Latin. And you complain that your neighbor is 
Mexican?

Re: [rt-users] Ticket numbering to start at 2000

[CALLEJA-ALBILLOS, FRANCK (FRANCK)** CTR **]

It is using MYSQL database. Is it possible just to setup the auto_increment 
like described here :


It depends on what database you are using. Look for the file called
schema.Pg for postgres or schema.mysql, or whatever. You'll see a line
that says something like:

CREATE SEQUENCE tickets_id_seq;

That's for Postgres. I changed it to:

CREATE SEQUENCE tickets_id_seq MINVALUE 8000;

Then I initialized my database.

Cdt,

Franck CALLEJA-ALBILLOS
TREFLE pour Alcatel-Lucent
Centre de Compétences Managed Services - IP/MPLS

Tél. : +33 1 30 77 1362
Email : 
franck.calleja-albil...@alcatel-lucent.com

De : rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] De la part de 
CALLEJA-ALBILLOS, FRANCK (FRANCK)** CTR **
Envoyé : mercredi 27 avril 2011 13:06
À : 'rt-users@lists.bestpractical.com'
Objet : [rt-users] Ticket numbering to start at 2000

Hi,

I've setup a new installation of RT without migrating data from a previous 
installation : reason is that new queues/custom fields are defined in the new 
installation.

So the old installation has reached ticket number 1853.
To avoid having trouble/confusion with my external partner (to whom we are 
giving our ticket number for reference), I would like to start ticket numbering 
to 2000 or 3000.

I can't imagine create and close 1999 tickets then use RT Schredder.
Is there another easy way to do this ?

Cdt,

Franck CALLEJA-ALBILLOS
Email : 
franck.calleja-albil...@alcatel-lucent.com

Re: [rt-users] Using RT to track outgoing requests

[Nathan Ward]

On 27/04/2011, at 10:15 PM, Raed El-Hames wrote:

> Nathan:
> 
> There are different ways of dealing with the scenario you have.
> What I do in here in a set up very similar to yours, is create a ticket with 
> the customer contact as a requestor,
> When 3rd party supplier needed I create a linked/child ticket in queue that 
> does not send a standard auto-responder and instead an email similar to 
> correspondence.
> I like to separate my supplier and customer communication , hence the use of 
> a linked ticket, but I have a scrip that trickle the updates from the child 
> ticket to the parent as a comment, this allows me to have all correspondence 
> on the issue in one single ticket. 

This approach sounds good, but I'm not sure it will work for me. I often need 
to create a ticket with a customer, for example "We need to move this around in 
such a way" or "We need to free up some hard drive space" or something.
I also often deal with suppliers that are not my supplier, but the customers' 
supplier - for example today I have a problem where a customer's outbound email 
relay at their ISP is blacklisted, and I've noticed this, so I need to raise a 
ticket with the people who run their in-house exchange server and manage moving 
their mail to relay through a host I provide them.
I could go to my customer and have them relay information for me, but that's a 
pain when they are not technical and don't pass information on quite right - I 
prefer to deal direct.

--
Nathan Ward

[rt-users] Ticket numbering to start at 2000

[CALLEJA-ALBILLOS, FRANCK (FRANCK)** CTR **]

Hi,

I've setup a new installation of RT without migrating data from a previous 
installation : reason is that new queues/custom fields are defined in the new 
installation.

So the old installation has reached ticket number 1853.
To avoid having trouble/confusion with my external partner (to whom we are 
giving our ticket number for reference), I would like to start ticket numbering 
to 2000 or 3000.

I can't imagine create and close 1999 tickets then use RT Schredder.
Is there another easy way to do this ?

Cdt,

Franck CALLEJA-ALBILLOS
Email : 
franck.calleja-albil...@alcatel-lucent.com

Re: [rt-users] Using RT to track outgoing requests

[Raed El-Hames]

Nathan:

There are different ways of dealing with the scenario you have.
What I do in here in a set up very similar to yours, is create a ticket with 
the customer contact as a requestor,
When 3rd party supplier needed I create a linked/child ticket in queue that 
does not send a standard auto-responder and instead an email similar to 
correspondence.
I like to separate my supplier and customer communication , hence the use of a 
linked ticket, but I have a scrip that trickle the updates from the child 
ticket to the parent as a comment, this allows me to have all correspondence on 
the issue in one single ticket. 

Roy

> -Original Message-
> From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-
> boun...@lists.bestpractical.com] On Behalf Of Nathan Ward
> Sent: 27 April 2011 05:39
> To: RT-Users@lists.bestpractical.com
> Subject: [rt-users] Using RT to track outgoing requests
> 
> Hi all,
> 
> I imagine this is a common problem, but I can't find anything by searching
> the archives - I've tried a number of different search terms but don't hit
> anything useful.
> 
> I support a number of customers who I look after various IT things for. I
> often want to send an email to someone who I need to work with for a
> customer, for example, I manage a web/email server for a customer and need
> to email the company who runs the customer's desktop machines etc. as a
> new request initiated by me ("I've noticed this problem, here's what we
> should do to fix" type of thing).
> 
> If I create a new ticket in the web interface and add the 3rd party as a
> requestor, they get a somewhat confusing Autoreply message back. That's
> not ideal.
> If I create a new ticket in the web interface and add the 3rd party as a
> CC, and myself as a requestor, that works OK but I have to reply to a
> ticket in order to get the email to the customer.
> 
> I could also create a ticket with email, and CC the other person, but
> they'll hit reply to all (or just reply) and emails will go outside the
> ticketing system and/or create new tickets which is not ideal.
> 
> 
> I have wanted to do this in the past in other situations, for example as
> an ISP I've wanted to send a message to another ISP, or to a transit
> provider or something, to arrange a change in our interconnection/peering.
> I'd prefer these thing to be tracked in RT, instead of my personal mail.
> 
> 
> What are other people doing for this sort of thing?
> 
> --
> Nathan Ward