Re: [rt-users] RT and CRM functions/integration
Hello, this is the question that crossed also my mind few days ago. We are the company using RT and now we want to start using some CRM system. Well, not the whole one, but some sort of it, let's say addressbook on steroids. I've tried to google it and among many crap I've found this thread and some other messages from some consulting companies that it works somehow and thy provide the solution. So I wonder how is this possible. Because as far as I know about RT, it's rather the solution for solving problems and not tracking customers. On top of that, the system of dealing with users is based on email addresses which continuously changes. This is the opposite of CRM system, because there is the customer on the first place so his contact is unique and not dividet into several mail addresses. I've found some workaround here http://www.gossamer-threads.com/lists/rt/users/48819 but didn't try it yet, because I am not confident this is the right way to go. So do you someone have some experience with integrating CRM system and RT? Best regards, Petr Hanousek On 1.3.2012 11:49, Dan Shearer wrote: What do service companies based around RT do when they formalise their sales processes? I've only ever seen CRM done completely independently, but now I'm wondering if there's a better way. RT is the opposite of a CRM (the scale of the numbers and the direction of the communication are inverses) but often an IT service company wants to keep sales close to fulfillment, and fulfillment always happens through RT. At one level, RT can do very transactional, short-cycle sales just like any question-response cycle. At the other extreme, RT can't possibly map onto a contacts-driven sales system. But I'm wondering if there might be some ground in the middle, where the true CRM stuff is handled elsewhere but RT is aware of the workflow. So, who does CRM integration with RT? :-) Regards, -- Dan Shearer d...@shearer.org RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012 -- +---+ Petr Hanousek e-mail: petr.hanou...@cesnet.cz MetaCentrum User Supportphone: +420 234 680 241 CESNET z.s.p.o. mobile: 606 665 139 location: Zikova 13a, Praha room: 32b Czech Republic +---+
Re: [rt-users] Forward with Comment
On 12 Apr 2012, at 22:03, Ram wrote: I must be overlooking something but... I don't see a way to add a note/comment when I forward a ticket or ticket comment. Along the same lines is it possible to attach an existing ticket attachment to a forward or a reply *with* a note/comment? Isn't that what jumbo update page is for? Allows you to make several changes to a ticket simultaneously. 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.
Re: [rt-users] PerlRequire /data/rt3/bin/webmux.pl
Hi, I managed to solve exactly the same problem (in my point of view). It was caused by my mistake: 1. installation CentOS 5.x with standard distribution installed Perl - RT installation and CPAN installation of required Perl modules - RT is working 2. OS update (CentOS 5.x - CentOS 5.8) - update of all packages including Perl - this was my point of failure because Perl was after update of RT broken So I uninstalled all distribution Perl packages (forced uninstall so dependencies was broken), deleted remaining Perl directories content, then reinstalled all RPM packages and installed CPAN modules to satisfy RT requierements. Finally I excluded all Perl packages from Yum updating (excludepks=perl* ...). Hope I will help. Regards, Pavel Sidlo Senior IT administrator Top Digital Group s.r.o. Podebradova 2017/61 702 00 Ostrava mobil: +420 775 802 701 e-mail: pavel.si...@topdigital.cz helpdesk: helpd...@topdigital.cz www: www.topdigital.cz Dne 10.4.2012 15:13, testwreq wreq napsal(a): I upgraded centos from 5.5 to 5.8 . I am unable to start the http server. The error in the logs is *use not allowed in expression at /data/rt3/bin/webmux.pl http://webmux.pl line 49, at end of line\nsyntax error at /data/rt3/bin/webmux.pl http://webmux.pl line 49, near use strict\nBEGIN not safe after errors--compilation aborted at /data/rt3/bin/webmux.pl http://webmux.pl line 58.\nCompilation failed in require at (eval 7) line 1* If the comment the PerlRequire line in my conf file, I can start the httpd server. *Any ideas how to fix this?* VirtualHost *:443 ServerName devrt.cs.stonybrook.edu http://devrt.cs.stonybrook.edu DocumentRoot /data/rt3/share/html AddDefaultCharset UTF-8 PerlModule Apache::DBI *PerlRequire /data/rt3/bin/webmux.pl http://webmux.pl* Location / SetHandler perl-script PerlHandler RT::Mason /Location ErrorLog logs/ssl_error_log TransferLog logs/ssl_access_log LogLevel warn Directory / SSLRequireSSL /Directory SSLEngine on SSLProtocol all -SSLv2 SSLCipherSuite ALL:!ADH:!EXPORT:!SSLv2:RC4+RSA:+HIGH:+MEDIUM:+LOW SSLCACertificateFile /etc/sslcertificate/devwww_cs_sunysb_edu_interm.cer SSLCertificateFile /etc/sslcertificate/devwww_cs_sunysb_edu_cert.cer SSLCertificateKeyFile /etc/sslcertificate/devwww.cs.sunysb.edu.key /VirtualHost Thanks much.
Re: [rt-users] Forward with Comment
Thanks Tim but that's not quite what I meant. If I want to forward an attachment from a ticket to an email address and add a note like check out this file we received how do I go about it? I can forward tickets or ticket parts (transactions) but I don't see a way to add a note to the forward message. On Fri, Apr 13, 2012 at 1:21 AM, Tim Cutts t...@sanger.ac.uk wrote: On 12 Apr 2012, at 22:03, Ram wrote: I must be overlooking something but... I don't see a way to add a note/comment when I forward a ticket or ticket comment. Along the same lines is it possible to attach an existing ticket attachment to a forward or a reply *with* a note/comment? Isn't that what jumbo update page is for? Allows you to make several changes to a ticket simultaneously. 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.
Re: [rt-users] Forward with Comment
On 13 Apr 2012, at 16:16, Ram wrote: Thanks Tim but that's not quite what I meant. If I want to forward an attachment from a ticket to an email address and add a note like check out this file we received how do I go about it? I can forward tickets or ticket parts (transactions) but I don't see a way to add a note to the forward message. I can think of a hack way to do it, but you probably wouldn't want to do this in reality; you could create an RTFM article out of the comment/attachment that you want to send, and then send a reply to the ticket using the RTFM article you've just created. Blech. 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.
Re: [rt-users] Forward with Comment
On Fri, Apr 13, 2012 at 04:36:22PM +0100, Tim Cutts wrote: On 13 Apr 2012, at 16:16, Ram wrote: Thanks Tim but that's not quite what I meant. If I want to forward an attachment from a ticket to an email address and add a note like check out this file we received how do I go about it? I can forward tickets or ticket parts (transactions) but I don't see a way to add a note to the forward message. I can think of a hack way to do it, but you probably wouldn't want to do this in reality; you could create an RTFM article out of the comment/attachment that you want to send, and then send a reply to the ticket using the RTFM article you've just created. Blech. That won't work with actual attachments. The feature Ram has asked about has an open ticket in the issues tracker, I'm not aware of any work on it (modifying the Forward page to allow content inclusion). It shouldn't be hard to set up and I'd love to see a patch for it. Being able to reply to a ticket including arbitrary attachments from other transactions on the ticket is a feature we've been playing with for 4.2, but we don't know if it'll make the cute. -kevin pgpRrD01pwJe4.pgp Description: PGP signature
[rt-users] RT 4.0.5 Extension::ToggleSuperUser
I've installed the ToggleSuperUser extension, even cleared the Mason cache, but the toggle button is just behind the Home and Tickets links on the top and nigh impossible to click. Surprisingly I didn't see mention of this on the list archives though.. anyone have a hint? -- Steve Huston - W2SRH - Unix Sysadmin, Astrophysical Sci CSES/PICSciE Princeton University |ICBM Address: 40.346525 -74.651285 206 Peyton Hall |On my ship, the Rocinante, wheeling through Princeton, NJ 08544 | the galaxies; headed for the heart of Cygnus, (267) 793-0852 | headlong into mystery. -Rush, 'Cygnus X-1'
Re: [rt-users] RT 4.0.5 Extension::ToggleSuperUser
On 4/13/12 3:15 PM, Steve Huston wrote: I've installed the ToggleSuperUser extension, even cleared the Mason cache, but the toggle button is just behind the Home and Tickets links on the top and nigh impossible to click. Surprisingly I didn't see mention of this on the list archives though.. anyone have a hint? On second thought, I was able to manually trigger the toggle anyway and this didn't seem to do much of anything; I'm guessing it doesn't work with 4.x at all. -- Steve Huston - W2SRH - Unix Sysadmin, Astrophysical Sci CSES/PICSciE Princeton University |ICBM Address: 40.346525 -74.651285 206 Peyton Hall |On my ship, the Rocinante, wheeling through Princeton, NJ 08544 | the galaxies; headed for the heart of Cygnus, (267) 793-0852 | headlong into mystery. -Rush, 'Cygnus X-1'
Re: [rt-users] RT 4.0.5 : rt-email-dashboards cron not working
The test let me see that the host can send out mail. My mail log says it sent too : Apr 13 14:00:03 RTserver sendmail[15698]: q3DI03fJ015698: from=root, size=102528, class=0, nrcpts=1, msgid=201204131800.q3di03fj015...@rtserver.mydomain.com, relay=root@localhost Apr 13 14:00:03 RTserver sendmail[15699]: q3DI030J015699: from=r...@rtserver.mydomain.com, size=102756, class=0, nrcpts=1, msgid=201204131800.q3di03fj015...@rtserver.mydomain.com, proto=ESMTP, daemon=MTA, relay=localhost.localdomain [127.0.0.1] Apr 13 14:00:03 RTserver sendmail[15698]: q3DI03fJ015698: to=myuse...@mydomain.com, ctladdr=root (0/0), delay=00:00:00, xdelay=00:00:00, mailer=relay, pri=132528, relay=[127.0.0.1] [127.0.0.1], dsn=2.0.0, stat=Sent (q3DI030J015699 Message accepted for delivery) Apr 13 14:00:04 RTserver sendmail[15701]: STARTTLS=client, relay=myrelay.mydomain.com., version=TLSv1/SSLv3, verify=FAIL, cipher=RC4-MD5, bits=128/128 Apr 13 14:00:04 RTserver sendmail[15701]: q3DI030J015699: to=myuse...@mydomain.com, ctladdr=r...@rtserver.mydomain.com (0/0), delay=00:00:01, xdelay=00:00:01, mailer=relay, pri=222756, relay=myrelay.mydomain.com. [10.60.7.44], dsn=2.0.0, stat=Sent ( 201204131800.q3di03fj015...@rtserver.mydomain.com Queued mail for delivery) The line that has the FAIL in it is there on emails that are sent via the normal RT assignments or when I tested it via the command line. Other than that it looks like it sent ok. Kevin Falcone-2 wrote: On Thu, Apr 12, 2012 at 02:15:14PM -0700, UnixMan wrote: Thanks, I ran : # ./rt-email-dashboards --dryrun --all and it returned the Dashboards that users have subscribed to. This is good as this is what I would expect. When I set a subscription for my userid within RT I see it in the log in [debug] mode, and it says it sent it out, but, I don't get an email. [Thu Apr 12 14:02:58 2012] [debug]: Generating dashboard Scott's NOT Resolved for user myuse...@mycompany.com: (/apps/rt-4.0.5/sbin/../lib/RT/Dashboard/Mailer.pm:226) [Thu Apr 12 14:02:59 2012] [debug]: Mailing dashboard Scott's NOT Resolved to user myuse...@mycompany.com myuse...@mycompany.com (/apps/rt-4.0.5/sbin/../lib/RT/Dashboard/Mailer.pm:348) [Thu Apr 12 14:02:59 2012] [debug]: Done sending dashboard to myuse...@mycompany.com myuse...@mycompany.com (/apps/rt-4.0.5/sbin/../lib/RT/Dashboard/Mailer.pm:359) On the command line I run : mailx -v -s TEST myuse...@mycompany.com /dev/null and I get the test email. Have you looked in your mail logs? Just testing with mailx is insufficient, and any mail errors will be contained in your maillogs, which can also verify if mail was sent. -kevin -- View this message in context: http://old.nabble.com/Re%3A-RT-4.0.5-%3A-rt-email-dashboards-cron-not-working-tp33671969p33684777.html Sent from the Request Tracker - User mailing list archive at Nabble.com.
Re: [rt-users] RT 4.0.5 : rt-email-dashboards cron not working
On Fri, Apr 13, 2012 at 02:28:18PM -0700, UnixMan wrote: The test let me see that the host can send out mail. My mail log says it sent too : Apr 13 14:00:03 RTserver sendmail[15698]: q3DI03fJ015698: from=root, size=102528, class=0, nrcpts=1, msgid=201204131800.q3di03fj015...@rtserver.mydomain.com, relay=root@localhost Apr 13 14:00:03 RTserver sendmail[15699]: q3DI030J015699: from=r...@rtserver.mydomain.com, size=102756, class=0, nrcpts=1, msgid=201204131800.q3di03fj015...@rtserver.mydomain.com, proto=ESMTP, daemon=MTA, relay=localhost.localdomain [127.0.0.1] Apr 13 14:00:03 RTserver sendmail[15698]: q3DI03fJ015698: to=myuse...@mydomain.com, ctladdr=root (0/0), delay=00:00:00, xdelay=00:00:00, mailer=relay, pri=132528, relay=[127.0.0.1] [127.0.0.1], dsn=2.0.0, stat=Sent (q3DI030J015699 Message accepted for delivery) Apr 13 14:00:04 RTserver sendmail[15701]: STARTTLS=client, relay=myrelay.mydomain.com., version=TLSv1/SSLv3, verify=FAIL, cipher=RC4-MD5, bits=128/128 Apr 13 14:00:04 RTserver sendmail[15701]: q3DI030J015699: to=myuse...@mydomain.com, ctladdr=r...@rtserver.mydomain.com (0/0), delay=00:00:01, xdelay=00:00:01, mailer=relay, pri=222756, relay=myrelay.mydomain.com. [10.60.7.44], dsn=2.0.0, stat=Sent ( 201204131800.q3di03fj015...@rtserver.mydomain.com Queued mail for delivery) The line that has the FAIL in it is there on emails that are sent via the normal RT assignments or when I tested it via the command line. And what do the logs on 10.60.7.44 say? You've shown the mail gets off of the RT server, so at this point nothing seems to be RT's fault. -kevin pgpDSp4oJZWLr.pgp Description: PGP signature
[rt-users] AUTO REPLY: Re: RT 4.0.5 : rt-email-dashboards cron not working
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