[rt-users] Information how long a ticket stayed in the NEW state
Hi, I need help with getting from RT the information how long a ticket stayed in the NEW state. We have: Activity Reports JS Gantt extension but there is missing this information information. Any idea, perhaps we could check this in data base but where ? Table ? RT 3.8.8 Debian repository. -- Best Regards Adrian Stelmaszyk RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Doing response-time analytics
Started: Tue, Aug 16, 2011 3:02:18 PM Hi, It looks to me that Started is updated when the ticket is taken or any transaction to the ticket. e.g. queue change This time is not the time for first response with a requestor Is there a recommended way to record the 'first contact/response' time without analyzing the transactions? r. On Wed, 28 Sep 2011, Francisco Jen Ou wrote: Date: Wed, 28 Sep 2011 16:45:10 -0300 From: Francisco Jen Ou fje...@intercomti.com.br To: Jason Ketola jket...@maxmind.com Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Doing response-time analytics Hi, If you have access to RT server console, you can run this command: /opt/rt4/bin/rt show -l ticket/ticket_number which will give you detailed data and these 2 interesting fields: ... Created: Tue, Aug 16, 2011 3:00:37 PM ... Started: Tue, Aug 16, 2011 3:02:18 PM Em 28-09-2011 16:19, Jason Ketola escreveu: Hi, I'm trying to figure out how to do analytics on response times to messages. That is, I want to be able to graph, for instance, how long it's taking on average for messages hitting our queue to get a response (I'm not looking for time to resolution). From what reading I've done, it seems like I'll need to create a custom field to do this, right? Or is there somewhere else I should look? Thank you! Jason RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011 --- Dr. Richard G. McMahon| Phone (office) 44-(0)-1223-337519 University of Cambridge | (switchboard) 1223-337548 Institute of Astronomy| (secretary) 1223-337516 Madingley Rd | FAX 1223-337523 Cambridge, CB3 OHA, UK. | mobile7885-409019 Office: Hoyle 18 | home 1223-359770 --- email: r...@ast.cam.ac.uk | WWW:http://www.ast.cam.ac.uk/~rgm richardgmcma...@gmail.com | skype:richardgmcmahon --- RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Doing response-time analytics
On 29 Sep 2011, at 10:26, Richard McMahon wrote: It looks to me that Started is updated when the ticket is taken or any transaction to the ticket. e.g. queue change This time is not the time for first response with a requestor Is there a recommended way to record the 'first contact/response' time without analyzing the transactions? I don't think so. You're basically looking for the first response transaction which isn't from a Requestor. I think you might have to do that the hard way. 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. RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Doing response-time analytics
On Thu, Sep 29, 2011 at 1:26 PM, Richard McMahon r...@ast.cam.ac.uk wrote: Started: Tue, Aug 16, 2011 3:02:18 PM Hi, It looks to me that Started is updated when the ticket is taken or any transaction to the ticket. e.g. queue change Started is set when status is changed from initial to any not initial, for example new-open. It often happens on reply by auto scrip but may happen on other events. This time is not the time for first response with a requestor It's not. Is there a recommended way to record the 'first contact/response' time without analyzing the transactions? You can do it with a scrip and store datetime in a custom field. r. On Wed, 28 Sep 2011, Francisco Jen Ou wrote: Date: Wed, 28 Sep 2011 16:45:10 -0300 From: Francisco Jen Ou fje...@intercomti.com.br To: Jason Ketola jket...@maxmind.com Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Doing response-time analytics Hi, If you have access to RT server console, you can run this command: /opt/rt4/bin/rt show -l ticket/ticket_number which will give you detailed data and these 2 interesting fields: ... Created: Tue, Aug 16, 2011 3:00:37 PM ... Started: Tue, Aug 16, 2011 3:02:18 PM Em 28-09-2011 16:19, Jason Ketola escreveu: Hi, I'm trying to figure out how to do analytics on response times to messages. That is, I want to be able to graph, for instance, how long it's taking on average for messages hitting our queue to get a response (I'm not looking for time to resolution). From what reading I've done, it seems like I'll need to create a custom field to do this, right? Or is there somewhere else I should look? Thank you! Jason RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011 --- Dr. Richard G. McMahon | Phone (office) 44-(0)-1223-337519 University of Cambridge | (switchboard) 1223-337548 Institute of Astronomy | (secretary) 1223-337516 Madingley Rd | FAX 1223-337523 Cambridge, CB3 OHA, UK. | mobile 7885-409019 Office: Hoyle 18 | home 1223-359770 --- email: r...@ast.cam.ac.uk | WWW: http://www.ast.cam.ac.uk/~rgm richardgmcma...@gmail.com | skype: richardgmcmahon --- RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011 -- Best regards, Ruslan. RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Doing response-time analytics
Richard, Is there a recommended way to record the 'first contact/response' time without analyzing the transactions? You can going forward , I've done something similar a while back , my requirement were to calculate the first response time to the customer from the ticket created time, responses to customers are always in correspondence , so I created a custom field FirstResponse and a scrip with condition on correspondence with action that look for the TransactionObj-Creator if it's a staff member (based on group membership), then I populate the FirstResponse with the diff in minutes between TransactionObj-Created and TicketObj-Created. --Obviously if the FirstResponse is already populated then return undef, ie no need to do anything. As I said this will only help you going forward, for existing tickets , I am afraid it have to be the hard way, but I would use the RT Api and not sql directly. Hop that helps. Regards; Roy Visit our website today www.daisygroupplc.com Registered Office: Daisy House, Lindred Road Business Park, Nelson, Lancashire BB9 5SR Company Registration Number: 4145329 | VAT Number: 722471355 Daisy Communications Limited is a company registered in England and Wales. DISCLAIMER This email (including any attachments) is strictly confidential and may also be legally privileged. If the recipient has received this email in error please notify the sender and do not read, print, re-transmit, store or act in reliance on the email or its attachments and immediately delete this email and its attachments from the recipient's system. Daisy Communications Limited cannot accept liability for any breaches of confidence arising through use of email. Employees of Daisy Communications Limited are expressly required not to make any defamatory statements and not to infringe or authorise any infringement of copyright or any other legal right by email communications. Any such communication is contrary to the company's policy and outside the scope of the employment of the individual concerned. Daisy Communications Limited will not accept any liability in respect of such a communication, and the employee responsible will be personally liable for any damages or other liabi lity arising. If you are the intended recipient of this email please ensure that neither the email nor any attachments are copied to third parties outside your organisation or saved without the written permission of the sender. In the event of any unauthorised copying or forwarding, the recipient will be required to indemnify Daisy Communications Limited against any claim for loss or damage caused by any viruses or otherwise. WARNING: Computer viruses can be transmitted by email. The recipient should check this email and any attachments for the presence of viruses. Daisy Communications Limited accepts no liability for any damage caused by any virus transmitted by this email or any attachments. NOTICE TO CUSTOMERS If you have ordered a telephone number from Daisy Communications Limited (non-geographic or new line installation) please do NOT arrange for any form of advertising until the number is live and tested. -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users- boun...@lists.bestpractical.com] On Behalf Of Richard McMahon Sent: 29 September 2011 10:26 To: Francisco Jen Ou Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Doing response-time analytics Started: Tue, Aug 16, 2011 3:02:18 PM Hi, It looks to me that Started is updated when the ticket is taken or any transaction to the ticket. e.g. queue change This time is not the time for first response with a requestor Is there a recommended way to record the 'first contact/response' time without analyzing the transactions? r. On Wed, 28 Sep 2011, Francisco Jen Ou wrote: Date: Wed, 28 Sep 2011 16:45:10 -0300 From: Francisco Jen Ou fje...@intercomti.com.br To: Jason Ketola jket...@maxmind.com Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Doing response-time analytics Hi, If you have access to RT server console, you can run this command: /opt/rt4/bin/rt show -l ticket/ticket_number which will give you detailed data and these 2 interesting fields: ... Created: Tue, Aug 16, 2011 3:00:37 PM ... Started: Tue, Aug 16, 2011 3:02:18 PM Em 28-09-2011 16:19, Jason Ketola escreveu: Hi, I'm trying to figure out how to do analytics on response times to messages. That is, I want to be able to graph, for instance, how long it's taking on average for messages hitting our queue to get a response (I'm not looking for time to resolution). From what reading I've done, it seems like I'll need to create a custom field to do this, right? Or is there somewhere else I should look? Thank you! Jason RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA
Re: [rt-users] Information how long a ticket stayed in the NEW state
On Thu, Sep 29, 2011 at 1:18 PM, Adrian Stel adisa...@gmail.com wrote: Hi, I need help with getting from RT the information how long a ticket stayed in the NEW state. It's time interval between Started and Created dates. We have: Activity Reports JS Gantt extension but there is missing this information information. Any idea, perhaps we could check this in data base but where ? Table ? RT 3.8.8 Debian repository. -- Best Regards Adrian Stelmaszyk -- Best regards, Ruslan. RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Doing response-time analytics
On Thu, Sep 29, 2011 at 1:57 PM, Raed El-Hames raed.el-ha...@daisygroupplc.com wrote: Richard, Is there a recommended way to record the 'first contact/response' time without analyzing the transactions? You can going forward , I've done something similar a while back , my requirement were to calculate the first response time to the customer from the ticket created time, responses to customers are always in correspondence , so I created a custom field FirstResponse and a scrip with condition on correspondence with action that look for the TransactionObj-Creator if it's a staff member (based on group membership), then I populate the FirstResponse with the diff in minutes between TransactionObj-Created and TicketObj-Created. --Obviously if the FirstResponse is already populated then return undef, ie no need to do anything. As I said this will only help you going forward, for existing tickets , I am It's possible to run rt-crontool to repeat a scrip on existing tickets. It would be slow but will do the job. afraid it have to be the hard way, but I would use the RT Api and not sql directly. Hop that helps. Regards; Roy -- Best regards, Ruslan. RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
[rt-users] Failure trying to setup fulltext indices with Oracle
We are using RT4.0.2, Oracle 10g and RHEL5. RT is running fine. I wanted to add the full text search, and this is what I got... /home/apps/sbin/rt-setup-fulltext-index --dba system --dba-password [Thu Sep 29 12:37:05 2011] [debug]: RT's GnuPG libraries couldn't successfully read your configured GnuPG home directory (/home/apps/builds/rt/rt-4.0.2/var/data/gpg). PGP support has been disabled (/home/apps/sbin/../lib/RT/Config.pm:579) [Thu Sep 29 12:37:05 2011] [warning]: DBD::Oracle::db do failed: ORA-01919: role 'CTXAPP' does not exist (DBD ERROR: error possibly near * indicator at char 6 in 'GRANT *CTXAPP TO rt_user') [for Statement GRANT CTXAPP TO rt_user] at /home/apps/sbin/rt-setup-fulltext-index line 609. (/home/apps/sbin/rt-setup-fulltext-index:609) [Thu Sep 29 12:37:05 2011] [warning]: DBD::Oracle::db do failed: ORA-04042: procedure, function, package, or package body does not exist (DBD ERROR: error possibly near * indicator at char 24 in 'GRANT EXECUTE ON CTXSYS.*CTX_DDL TO rt_user') [for Statement GRANT EXECUTE ON CTXSYS.CTX_DDL TO rt_user] at /home/apps/sbin/rt-setup-fulltext-index line 609. (/home/apps/sbin/rt-setup-fulltext-index:609) [Thu Sep 29 12:37:05 2011] [warning]: DBD::Oracle::db do failed: ORA-06550: line 1, column 7: PLS-00201: identifier 'CTX_DDL.CREATE_PREFERENCE' must be declared ORA-06550: line 1, column 7: PL/SQL: Statement ignored (DBD ERROR: error possibly near * indicator at char 6 in 'begin *ctx_ddl.create_preference(:p1, :p2); end;') [for Statement begin ctx_ddl.create_preference(?, ?); end;] at /home/apps/sbin/rt-setup-fulltext-index line 546. (/home/apps/sbin/rt-setup-fulltext-index:546) [Thu Sep 29 12:37:05 2011] [crit]: DBD::Oracle::db do failed: ORA-06550: line 1, column 7: PLS-00201: identifier 'CTX_DDL.CREATE_PREFERENCE' must be declared ORA-06550: line 1, column 7: PL/SQL: Statement ignored (DBD ERROR: error possibly near * indicator at char 6 in 'begin *ctx_ddl.create_preference(:p1, :p2); end;') [for Statement begin ctx_ddl.create_preference(?, ?); end;] at /home/apps/sbin/rt-setup-fulltext-index line 546. (/home/apps/sbin/../lib/RT.pm:340) DBD::Oracle::db do failed: ORA-06550: line 1, column 7: PLS-00201: identifier 'CTX_DDL.CREATE_PREFERENCE' must be declared ORA-06550: line 1, column 7: PL/SQL: Statement ignored (DBD ERROR: error possibly near * indicator at char 6 in 'begin *ctx_ddl.create_preference(:p1, :p2); end;') [for Statement begin ctx_ddl.create_preference(?, ?); end;] at /home/apps/sbin/rt-setup-fulltext-index line 546. Josh Narins Director of Application Development SeniorBridge 845 Third Ave 7th Floor New York, NY 10022 Tel: (212) 994-6194 Fax: (212) 994-4260 Mobile: (917) 488-6248 jnar...@seniorbridge.com seniorbridge.comhttp://www.seniorbridge.com/ [http://www.seniorbridge.com/images/seniorbridgedisclaimerTAG.gif] SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you. RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
[rt-users] TransactionBatch scrip got fired twice
Hi, I have a scrip to to check when the ticket status changes. If I put it as TransactionBatch mode, each time I change the ticket status, the scrip got fired twice and there will be dupllicated emails sent out. I had to use TransactionBatch, since we want an email notification to be sent out when either 1. the user use reply and modify the ticket status 2. modify the ticket status TransactionBatch works fine when user reply and modify ticket status but got duplicated emails when just change ticket status. Please advise. Thanks, Qiao RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Doing response-time analytics
Thanks everyone. I'll give something like this a try and see how it goes. Jason On 09/29/2011 05:57 AM, Raed El-Hames wrote: Richard, Is there a recommended way to record the 'first contact/response' time without analyzing the transactions? You can going forward , I've done something similar a while back , my requirement were to calculate the first response time to the customer from the ticket created time, responses to customers are always in correspondence , so I created a custom field FirstResponse and a scrip with condition on correspondence with action that look for the TransactionObj-Creator if it's a staff member (based on group membership), then I populate the FirstResponse with the diff in minutes between TransactionObj-Created and TicketObj-Created. --Obviously if the FirstResponse is already populated then return undef, ie no need to do anything. As I said this will only help you going forward, for existing tickets , I am afraid it have to be the hard way, but I would use the RT Api and not sql directly. Hop that helps. Regards; Roy Visit our website today www.daisygroupplc.com Registered Office: Daisy House, Lindred Road Business Park, Nelson, Lancashire BB9 5SR Company Registration Number: 4145329 | VAT Number: 722471355 Daisy Communications Limited is a company registered in England and Wales. DISCLAIMER This email (including any attachments) is strictly confidential and may also be legally privileged. If the recipient has received this email in error please notify the sender and do not read, print, re-transmit, store or act in reliance on the email or its attachments and immediately delete this email and its attachments from the recipient's system. Daisy Communications Limited cannot accept liability for any breaches of confidence arising through use of email. Employees of Daisy Communications Limited are expressly required not to make any defamatory statements and not to infringe or authorise any infringement of copyright or any other legal right by email communications. Any such communication is contrary to the company's policy and outside the scope of the employment of the individual concerned. Daisy Communications Limited will not accept any liability in respect of such a communication, and the employee responsible will be personally liable for any damages or other lia bi lity arising. If you are the intended recipient of this email please ensure that neither the email nor any attachments are copied to third parties outside your organisation or saved without the written permission of the sender. In the event of any unauthorised copying or forwarding, the recipient will be required to indemnify Daisy Communications Limited against any claim for loss or damage caused by any viruses or otherwise. WARNING: Computer viruses can be transmitted by email. The recipient should check this email and any attachments for the presence of viruses. Daisy Communications Limited accepts no liability for any damage caused by any virus transmitted by this email or any attachments. NOTICE TO CUSTOMERS If you have ordered a telephone number from Daisy Communications Limited (non-geographic or new line installation) please do NOT arrange for any form of advertising until the number is live and tested. -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users- boun...@lists.bestpractical.com] On Behalf Of Richard McMahon Sent: 29 September 2011 10:26 To: Francisco Jen Ou Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Doing response-time analytics Started: Tue, Aug 16, 2011 3:02:18 PM Hi, It looks to me that Started is updated when the ticket is taken or any transaction to the ticket. e.g. queue change This time is not the time for first response with a requestor Is there a recommended way to record the 'first contact/response' time without analyzing the transactions? r. On Wed, 28 Sep 2011, Francisco Jen Ou wrote: Date: Wed, 28 Sep 2011 16:45:10 -0300 From: Francisco Jen Oufje...@intercomti.com.br To: Jason Ketolajket...@maxmind.com Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Doing response-time analytics Hi, If you have access to RT server console, you can run this command: /opt/rt4/bin/rt show -l ticket/ticket_number which will give you detailed data and these 2 interesting fields: ... Created: Tue, Aug 16, 2011 3:00:37 PM ... Started: Tue, Aug 16, 2011 3:02:18 PM Em 28-09-2011 16:19, Jason Ketola escreveu: Hi, I'm trying to figure out how to do analytics on response times to messages. That is, I want to be able to graph, for instance, how long it's taking on average for messages hitting our queue to get a response (I'm not looking for time to resolution). From what reading I've done, it seems like I'll need to create a custom field to do this, right? Or is there somewhere else I should look? Thank you! Jason RT Training Sessions
[rt-users] Outlook and Dashboard subscriptions
Hi, Has anyone come up with a way to improve the look of the Dashboard email subscription in Outlook. It appears like every email client except Outlook displays the HTML email wonderfully, but Outlook turns it into a mess L Tables are not lined up well, backgrounds are missing, chart legends are all over the place. Its not really something we can use and send to people. Christopher Lasater Technology Analyst I Taleo PGP.sig Description: PGP signature RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
[rt-users] Problems with RT Mailgate/Inboud e-mails
I am really frustrated with fetchmail. I can't get it to authenticate again multiple pop3 mail servers. I really need the email piece/auto ticket generation to work. Can someone provide an alternate method, the simplest way of getting the mailgate to a point where it's functional? -- View this message in context: http://old.nabble.com/Problems-with-RT-Mailgate-Inboud-e-mails-tp32552552p32552552.html Sent from the Request Tracker - User mailing list archive at Nabble.com. RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Problems with RT Mailgate/Inboud e-mails
On 09/29/2011 9:41 AM, josh.cole wrote: I am really frustrated with fetchmail. I can't get it to authenticate again multiple pop3 mail servers. I really need the email piece/auto ticket generation to work. Can someone provide an alternate method, the simplest way of getting the mailgate to a point where it's functional? Have you tried getmail? (http://pyropus.ca/software/getmail/) It seems to be the same idea, but a lot of people who have had problems with fetchmail seem to like it. -Matt RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Limiting the information unprivileged users are able to see via the webinterface
Hello Joop,
thanks a lot for this hint. This really saved my day. :)
Actually, I finally achieved what I wanted to do with the following (in case
someone else is looking
for this):
%init
return if $session{'CurrentUser'}-Privileged;
my $myskip=1;
if ( $Transaction-Type =~ /^(Correspond|Create)$/ ) {
$myskip = 0;
}
$$skip=$myskip;
/%init
%args
$Transaction = undef
$skip
/%args
This skips everything but Correspond and the initial Create message.
Also thanks to Thomas about the return hint.
Best regards,
Lars
Am 28.09.2011 17:08, schrieb Joop:
Lars Braeuer wrote:
Hello,
is there a way in RT 4.x to reduce the information an unprivileged user can
see when he's accessing
his tickets via the RT webinterface?
Yes, use Callbacks to skip the transactions you don't want.
The Callback you want to add is:
/opt/rt3/local/html/Callbacks/mococo/Ticket/Elements/ShowHistory/SkipTransaction
with SkipTransaction having something like:
%init
my $myskip=0;
if ( $Transaction-Type =~ /^(Set|Told)$/ ) {
if ( $Transaction-Field =~ /^(TimeWorked|Told|Starts|Started|Due)$/ ) {
$myskip = 1;
}
else {
$myskip = 0;
}
}
$$skip=$myskip;
/%init
%args
$Transaction = undef
$skip
/%args
Which skips the TimeWorked,Told,Starts,Started,Due transactions.
You might want to consider modifying other files in SelfService to not show
the user who worked on
it but to show for example 'helpdesk'.
Greetings,
Joop
RT Training Sessions (http://bestpractical.com/services/training.html)
* Chicago, IL, USA September 26 27, 2011
* San Francisco, CA, USA October 18 19, 2011
* Washington DC, USA October 31 November 1, 2011
* Melbourne VIC, Australia November 28 29, 2011
* Barcelona, Spain November 28 29, 2011
RT Training Sessions (http://bestpractical.com/services/training.html)
* Chicago, IL, USA September 26 27, 2011
* San Francisco, CA, USA October 18 19, 2011
* Washington DC, USA October 31 November 1, 2011
* Melbourne VIC, Australia November 28 29, 2011
* Barcelona, Spain November 28 29, 2011
Re: [rt-users] Failure trying to setup fulltext indices with Oracle
On Thu, Sep 29, 2011 at 09:00:16AM -0400, Josh Narins wrote: We are using RT4.0.2, Oracle 10g and RHEL5. RT is running fine. I wanted to add the full text search, and this is what I got... The CTXAPP role is tied to the Oracle Text tool. Do you have Oracle Text installed? If not, Oracle has no full text indexing. If you do have it installed, does it define a different role name? -kevin /home/apps/sbin/rt-setup-fulltext-index --dba system --dba-password [Thu Sep 29 12:37:05 2011] [debug]: RT's GnuPG libraries couldn't successfully read your configured GnuPG home directory (/home/apps/builds/rt/rt-4.0.2/var/data/gpg). PGP support has been disabled (/home/apps/sbin/../lib/RT/Config.pm:579) [Thu Sep 29 12:37:05 2011] [warning]: DBD::Oracle::db do failed: ORA-01919: role 'CTXAPP' does not exist (DBD ERROR: error possibly near * indicator at char 6 in 'GRANT *CTXAPP TO rt_user') [for Statement GRANT CTXAPP TO rt_user] at /home/apps/sbin/rt-setup-fulltext-index line 609. (/home/apps/sbin/rt-setup-fulltext-index:609) [Thu Sep 29 12:37:05 2011] [warning]: DBD::Oracle::db do failed: ORA-04042: procedure, function, package, or package body does not exist (DBD ERROR: error possibly near * indicator at char 24 in 'GRANT EXECUTE ON CTXSYS.*CTX_DDL TO rt_user') [for Statement GRANT EXECUTE ON CTXSYS.CTX_DDL TO rt_user] at /home/apps/sbin/rt-setup-fulltext-index line 609. (/home/apps/sbin/rt-setup-fulltext-index:609) [Thu Sep 29 12:37:05 2011] [warning]: DBD::Oracle::db do failed: ORA-06550: line 1, column 7: PLS-00201: identifier 'CTX_DDL.CREATE_PREFERENCE' must be declared ORA-06550: line 1, column 7: PL/SQL: Statement ignored (DBD ERROR: error possibly near * indicator at char 6 in 'begin *ctx_ddl.create_preference(:p1, :p2); end;') [for Statement begin ctx_ddl.create_preference(?, ?); end;] at /home/apps/sbin/rt-setup-fulltext-index line 546. (/home/apps/sbin/rt-setup-fulltext-index:546) [Thu Sep 29 12:37:05 2011] [crit]: DBD::Oracle::db do failed: ORA-06550: line 1, column 7: PLS-00201: identifier 'CTX_DDL.CREATE_PREFERENCE' must be declared ORA-06550: line 1, column 7: PL/SQL: Statement ignored (DBD ERROR: error possibly near * indicator at char 6 in 'begin *ctx_ddl.create_preference(:p1, :p2); end;') [for Statement begin ctx_ddl.create_preference(?, ?); end;] at /home/apps/sbin/rt-setup-fulltext-index line 546. (/home/apps/sbin/../lib/RT.pm:340) DBD::Oracle::db do failed: ORA-06550: line 1, column 7: PLS-00201: identifier 'CTX_DDL.CREATE_PREFERENCE' must be declared ORA-06550: line 1, column 7: PL/SQL: Statement ignored (DBD ERROR: error possibly near * indicator at char 6 in 'begin *ctx_ddl.create_preference(:p1, :p2); end;') [for Statement begin ctx_ddl.create_preference(?, ?); end;] at /home/apps/sbin/rt-setup-fulltext-index line 546. pgprjFEGCPTk3.pgp Description: PGP signature RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] RT4.0.2 Modify Custom Field layout
On Wed, Sep 28, 2011 at 03:48:40PM -0600, Michael Morel wrote: I have been trolling through the mailing lists for information. I have 20 Custom Fields. The Custom Fields are one column in the Display page for a ticket and they show up fine for there. Though later on it would be nice to add some separators between fields and some text here. More importantly: I would like to modify the layout when we edit the Custom Fields after a ticket has been created. RT orders ticket specifics like Subject, Status, Queue into one column, fine. RT then orders the Custom Fields into two columns and it is a bit of a dogs breakfast. I would like to have some separators and maybe some text between them. ie. Design, Implementation I would also like to set the size of the Text box created. I know I can order them using the UI and that is helpful, but what is the best way to go about changing the formatting of the Edit page? Best Practice? You can swap from 2 columns to 1 by setting the EditCustomFieldsSingleColumn config option. To add breaks and extra wording, you'll need to use the various callbacks in EditCustomFields and the components that it calls. -kevin pgpcPLW3JPxdj.pgp Description: PGP signature RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Bug in /Articles/Article/Edit.html
On Wed, Sep 28, 2011 at 02:24:20PM -0400, Todd Chapman wrote: It's just mis-leading and does not report write permission errors. Please file a bug -kevin On Sep 28, 2011, at 1:37 PM, Kevin Falcone falc...@bestpractical.com wrote: On Tue, Sep 27, 2011 at 08:45:24AM -0400, Todd Chapman wrote: No checking of ModifyCustomField right is done, so all CFs are presented as editable when some are not. Does it actually allow editing, or does it just misleadingly display them? pgpnzZbfvyj9D.pgp Description: PGP signature RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] TransactionBatch scrip got fired twice
On Thu, Sep 29, 2011 at 11:10:20AM -0400, Xin, Qiao wrote: Hi, I have a scrip to to check when the ticket status changes. If I put it as TransactionBatch mode, each time I change the ticket status, the scrip got fired twice and there will be dupllicated emails sent out. I had to use TransactionBatch, since we want an email notification to be sent out when either 1. the user use reply and modify the ticket status 2. modify the ticket status TransactionBatch works fine when user reply and modify ticket status but got duplicated emails when just change ticket status. Please show your scrip configuration -kevin pgpqA0FihcA2l.pgp Description: PGP signature RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
[rt-users] Return from a local/html template to share/html template in case of special condition
Hi,
is there a way to return from a local/html template to the original share/html
template, in case a
certain condition is met? (Please read on for more details).
With the inspiration from Joop concerning 'conditions', I found out about the
html templates in
share/html/.
I want to be able to show a reduced set of date lines in the
Ticket/Elements/ShowDates template to
unprivileged users.
I successfully created rt-dir/local/html/Ticket/Elements/ShowDates with a
reduced set of dates
that is working for unprivileged users.
Question: Is there a way to return to the original ShowDates template, in case
$session{'CurrentUser'}-Privileged is true? See below for what is only working
for unprivileged
users for me (because the whole template seems to be exited in case this
condition is met).
table
tr class=date created
td class=label|/lCreated/:/td\
td class=value% $Ticket-CreatedObj-AsString %/td
/tr
tr class=date resolved
td class=label|/lClosed/:/td\
td class=value% $Ticket-ResolvedObj-AsString %/td
/tr
% $m-callback( %ARGS, CallbackName = 'EndOfList', TicketObj = $Ticket );
/table
%init
#
# This is not working:
#
return if $session{'CurrentUser'}-Privileged;
/%init
%ARGS
$Ticket = undef
$UpdatedLink = 1
/%ARGS
Thanks in advance.
Best regards,
Lars
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* Barcelona, Spain November 28 29, 2011
Re: [rt-users] Outlook and Dashboard subscriptions
On Thu, Sep 29, 2011 at 12:19:22PM -0400, Christopher Lasater wrote: Has anyone come up with a way to improve the look of the Dashboard email subscription in Outlook. It appears like every email client except Outlook displays the HTML email wonderfully, but Outlook turns it into a mess L Tables are not lined up well, backgrounds are missing, chart legends are all over the place. Its not really something we can use and send to people. Without knowing what version of Outlook you're using, it's hard to comment. At one time it worked really well on Outlook, there's also been some work to kill background colors since they render so poorly there. I believe you can find reference to that in the mailing list archives. -kevin pgp4TXr9zXHCv.pgp Description: PGP signature RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Outlook and Dashboard subscriptions
I am using 2007, and some people here have 2010. I read about the option that pops up for 2010, but that does not really help the people using 2007. I only saw the one post for this issue back in March and they did not seem to have come up with a solution. PGP.sig Description: PGP signature RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Return from a local/html template to share/html template in case of special condition
Lars Braeuer wrote:
Hi,
is there a way to return from a local/html template to the original share/html
template, in case a
certain condition is met? (Please read on for more details).
With the inspiration from Joop concerning 'conditions', I found out about the
html templates in
share/html/.
I want to be able to show a reduced set of date lines in the
Ticket/Elements/ShowDates template to
unprivileged users.
I successfully created rt-dir/local/html/Ticket/Elements/ShowDates with a
reduced set of dates
that is working for unprivileged users.
Question: Is there a way to return to the original ShowDates template, in case
$session{'CurrentUser'}-Privileged is true? See below for what is only working
for unprivileged
users for me (because the whole template seems to be exited in case this
condition is met).
table
tr class=date created
td class=label|/lCreated/:/td\
td class=value% $Ticket-CreatedObj-AsString %/td
/tr
tr class=date resolved
td class=label|/lClosed/:/td\
td class=value% $Ticket-ResolvedObj-AsString %/td
/tr
% $m-callback( %ARGS, CallbackName = 'EndOfList', TicketObj = $Ticket );
/table
%init
#
# This is not working:
#
return if $session{'CurrentUser'}-Privileged;
/%init
%ARGS
$Ticket = undef
$UpdatedLink = 1
/%ARGS
You're almost there. I have the following in my
Tickets/Elements/ShowTransaction
span class=description
%if (!$user-Privileged) { # anonymize support staff
% Support % - % $TicketString % % $desc %
%}
%else {
% $Transaction-CreatorObj-Name % - % $TicketString % % $desc %
%}
/span
%if ($user-Privileged) {# show only time info for privileged staff
span class=time-taken% $TimeTaken %/span
%}
span class=actions% $titlebar_commands ? '': ' hidden'%%
$titlebar_commands |n %/span
/div
Just move the check for Privileged into the html table part and display
according to Privileged or noet.
Success,
Joop
RT Training Sessions (http://bestpractical.com/services/training.html)
* Chicago, IL, USA September 26 27, 2011
* San Francisco, CA, USA October 18 19, 2011
* Washington DC, USA October 31 November 1, 2011
* Melbourne VIC, Australia November 28 29, 2011
* Barcelona, Spain November 28 29, 2011
Re: [rt-users] Outlook and Dashboard subscriptions
On Thu, Sep 29, 2011 at 02:48:03PM -0400, Christopher Lasater wrote: I am using 2007, and some people here have 2010. I read about the option that pops up for 2010, but that does not really help the people using 2007. I only saw the one post for this issue back in March and they did not seem to have come up with a solution. If you can play around with the generated HTML and tell us what will make it better on 2007, we can certainly work to get it folded into a future release. -kevin pgp5qgME1klKh.pgp Description: PGP signature RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Failure trying to setup fulltext indices with Oracle
On Thu, Sep 29, 2011 at 09:00:16AM -0400, Josh Narins wrote: We are using RT4.0.2, Oracle 10g and RHEL5. RT is running fine. I wanted to add the full text search, and this is what I got... The CTXAPP role is tied to the Oracle Text tool. Do you have Oracle Text installed? If not, Oracle has no full text indexing. If you do have it installed, does it define a different role name? -kevin Thank you. It was installed but not configured. /home/apps/sbin/rt-setup-fulltext-index --dba system --dba- password [Thu Sep 29 12:37:05 2011] [debug]: RT's GnuPG libraries couldn't successfully read your configured GnuPG home directory (/home/apps/builds/rt/rt-4.0.2/var/data/gpg). PGP support has been disabled (/home/apps/sbin/../lib/RT/Config.pm:579) [Thu Sep 29 12:37:05 2011] [warning]: DBD::Oracle::db do failed: ORA-01919: role 'CTXAPP' does not exist (DBD ERROR: error possibly near * indicator at char 6 in 'GRANT *CTXAPP TO rt_user') [for Statement GRANT CTXAPP TO rt_user] at /home/apps/sbin/rt-setup-fulltext-index line 609. (/home/apps/sbin/rt-setup-fulltext-index:609) [Thu Sep 29 12:37:05 2011] [warning]: DBD::Oracle::db do failed: ORA-04042: procedure, function, package, or package body does not exist (DBD ERROR: error possibly near * indicator at char 24 in 'GRANT EXECUTE ON CTXSYS.*CTX_DDL TO rt_user') [for Statement GRANT EXECUTE ON CTXSYS.CTX_DDL TO rt_user] at /home/apps/sbin/rt-setup-fulltext-index line 609. (/home/apps/sbin/rt-setup-fulltext-index:609) [Thu Sep 29 12:37:05 2011] [warning]: DBD::Oracle::db do failed: ORA- 06550: line 1, column 7: PLS-00201: identifier 'CTX_DDL.CREATE_PREFERENCE' must be declared ORA-06550: line 1, column 7: PL/SQL: Statement ignored (DBD ERROR: error possibly near * indicator at char 6 in 'begin *ctx_ddl.create_preference(:p1, :p2); end;') [for Statement begin ctx_ddl.create_preference(?, ?); end;] at /home/apps/sbin/rt-setup-fulltext-index line 546. (/home/apps/sbin/rt-setup-fulltext-index:546) [Thu Sep 29 12:37:05 2011] [crit]: DBD::Oracle::db do failed: ORA- 06550: line 1, column 7: PLS-00201: identifier 'CTX_DDL.CREATE_PREFERENCE' must be declared ORA-06550: line 1, column 7: PL/SQL: Statement ignored (DBD ERROR: error possibly near * indicator at char 6 in 'begin *ctx_ddl.create_preference(:p1, :p2); end;') [for Statement begin ctx_ddl.create_preference(?, ?); end;] at /home/apps/sbin/rt-setup-fulltext-index line 546. (/home/apps/sbin/../lib/RT.pm:340) DBD::Oracle::db do failed: ORA-06550: line 1, column 7: PLS-00201: identifier 'CTX_DDL.CREATE_PREFERENCE' must be declared ORA-06550: line 1, column 7: PL/SQL: Statement ignored (DBD ERROR: error possibly near * indicator at char 6 in 'begin *ctx_ddl.create_preference(:p1, :p2); end;') [for Statement begin ctx_ddl.create_preference(?, ?); end;] at /home/apps/sbin/rt-setup-fulltext-index line 546. Josh Narins Director of Application Development SeniorBridge 845 Third Ave 7th Floor New York, NY 10022 Tel: (212) 994-6194 Mobile: (917) 488-6248 Fax: (212) 994-4260 jnar...@seniorbridge.com SeniorBridge Managing Complex Chronic Care http://www.seniorbridge.com SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you. RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
[rt-users] Adding CustomField update support to MobileUI RT-3.8.8
Dear RT Users,
I am working on adding a some additional update capability to the
MobileUI for an RT-3.8.8 installation. With the following change
I can add Queue updating:
rt2:/rt-3.8.8/local/plugins/RT-Extension-MobileUI/html/m/ticket diff -u reply*
--- reply 2010-12-08 10:34:21.0 -0600
+++ reply_WITHCFs 2011-09-29 15:43:53.0 -0500
@@ -23,6 +23,17 @@
Default = $ARGS{'Owner'}
/div/div
+div class=entryspan class=label|/lQueue/:/span
+div class=value
+ /Elements/SelectQueue,
+Name = Queue,
+ShowNullOption = 0,
+Default = $t-QueueObj-Id
+
+/div/div
+div class=entryspan class=label|/lHardware Platform/:/span
+div class=value
+/div/div
div class=entry timefieldspan
class=label|/lWorked/:/spanspan class=value
/Elements/EditTimeValue,
Name = 'UpdateTimeWorked',
Unfortunately, Hardware Platform is a CustomField and I have not been
able to get anything to work. Has anyone done this and could share a
simple template for that functionality?
Regards,
Ken
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Re: [rt-users] Adding CustomField update support to MobileUI RT-3.8.8
On Fri, Sep 30, 2011 at 12:51 AM, k...@rice.edu k...@rice.edu wrote: Unfortunately, Hardware Platform is a CustomField and I have not been able to get anything to work. Has anyone done this and could share a simple template for that functionality? You probably need share/html/Elements/EditCustomField. -- Best regards, Ruslan. RT Training Sessions (http://bestpractical.com/services/training.html) * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] TransactionBatch scrip got fired twice
Hi, I have the exact same problem with a very simple test-only scrip: Condition: on a transaction Action: user defined Stage: TransactionBatch Action code: $RT::Logger-info($self-TransactionObj-Id); Every transaction generated fires twice this scrip. If I chage the stage to TransactionCreate, then it works. Logfile: [Thu Sep 29 19:12:47 2011] [info]: 323732 ((eval 1558):1) [Thu Sep 29 19:12:47 2011] [info]: 323732 ((eval 1566):1) [Thu Sep 29 19:12:55 2011] [info]: 323733 ((eval 1582):1) [Thu Sep 29 19:12:55 2011] [info]: 323733 ((eval 1590):1) Thank you. Daniel Silveira On Thu, Sep 29, 2011 at 11:10:20AM -0400, Xin, Qiao wrote:Hi,I have a scrip to to check when the ticket status changes. If I put it as TransactionBatch mode,each time I change the ticket status, the scrip got fired twice and there will be dupllicated emailssent out. I had to use TransactionBatch, since we want an email notification to be sent out when either1. the user use reply and modify the ticket status2. modify the ticket statusTransactionBatch works fine when user reply and modify ticket status but got duplicated emails whenjust change ticket status.Please show your scrip configuration -kevin RT Training Sessions (http://bestpractical.com/services/training.html) * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] TransactionBatch scrip got fired twice
On Thu, Sep 29, 2011 at 06:39:03PM -0300, Daniel Silveira wrote: Hi, I have the exact same problem with a very simple test-only scrip: Condition: on a transaction Action: user defined Stage: TransactionBatch Action code: $RT::Logger-info($self-TransactionObj-Id); There are two action boxes. Custom action preparation code: Custom action cleanup code: Which one did you put the log in. What did you put in the other one. -kevin Every transaction generated fires twice this scrip. If I chage the stage to TransactionCreate, then it works. Logfile: [Thu Sep 29 19:12:47 2011] [info]: 323732 ((eval 1558):1) [Thu Sep 29 19:12:47 2011] [info]: 323732 ((eval 1566):1) [Thu Sep 29 19:12:55 2011] [info]: 323733 ((eval 1582):1) [Thu Sep 29 19:12:55 2011] [info]: 323733 ((eval 1590):1) Thank you. Daniel Silveira On Thu, Sep 29, 2011 at 11:10:20AM -0400, Xin, Qiao wrote: Hi, I have a scrip to to check when the ticket status changes. If I put it as TransactionBatch mode, each time I change the ticket status, the scrip got fired twice and there will be dupllicated emails sent out. I had to use TransactionBatch, since we want an email notification to be sent out when either 1. the user use reply and modify the ticket status 2. modify the ticket status TransactionBatch works fine when user reply and modify ticket status but got duplicated emails when just change ticket status. Please show your scrip configuration -kevin RT Training Sessions (http://bestpractical.com/services/training.html) * San Francisco, CA, USA ? October 18 19, 2011 * Washington DC, USA ? October 31 November 1, 2011 * Melbourne VIC, Australia ? November 28 29, 2011 * Barcelona, Spain ? November 28 29, 2011 pgpKUGjUDevwD.pgp Description: PGP signature RT Training Sessions (http://bestpractical.com/services/training.html) * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
[rt-users] Content disappears when session left open
Hi folks, I just received a few reports of users losing their correspondence when they are working on a ticket for a large amount of time (I've heard as low as 1 hour). After they finish their reply/comment, and select Update Ticket, it'll disappear into thin air with no error message given to the user. We are using RT 4.0.1 with WebExternalAuth enabled and Apache2+SSL with mod_auth_cas. WebSecureCookies is also enabled. I wasn't able to immediately recreate the issue, but I've had two separate reports of this happening. The users still had a valid CAS ticket. Has anyone seen this before? Thanks, Patrick RT Training Sessions (http://bestpractical.com/services/training.html) * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
