[rt-users] time left field
Hi, i have a question regarding the time left field. Is it possible to configure that this field will automatically updated by the time worked field? So when an technician post his work and enters the time for it, that this will automatically decrease the time left value. In short time left = time left - time worked. We are using rt 3.8.1 on a debian. If there is need for more information i try to gather and post it. Maby someone has a hint! Thanks in advance! Regards Oliver -- RT training in Amsterdam, March 20-21: http://bestpractical.com/services/training.html Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T
[rt-users] Time to close a ticket?
Hi folks, I've been trying to create a report that I currently generate manually. One to the requirements of this report is to calculate the average time to close a ticket. I export the spreadsheet for the time range I am interested in, and then subtract the created date from the resolved date. This gives me a range of numbers from which I can work out the average time to close out a ticket. My question is: Can I do something similar directly within RT? TimeWorked will not work unfortunately, as this is currently not being filled in. Thanks in advance for any pointers. R _ Richard Eibrand | Support and Operations Manager Royal College of Physicians of Ireland Direct Line 01 863 9737 | Email richardeibr...@rcpi.iemailto:y...@rcpi.ie Frederick House | 19 South Frederick Street | Dublin 2 | Ireland [cid:image001.jpg@01CE0DE4.19ECD8A0]http://www.rcpi.ie/pages/home.aspx [cid:image002.jpg@01CE0DE4.19ECD8A0] http://www.facebook.com/RoyalCollegePhysiciansIreland [cid:image003.jpg@01CE0DE4.19ECD8A0] https://twitter.com/#!/RCPI_news inline: image001.jpginline: image002.jpginline: image003.jpg -- RT training in Amsterdam, March 20-21: http://bestpractical.com/services/training.html Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T
[rt-users] Could someone help a newb evaluating RT with email setup?
I've got most of a skeletal set up done, I think. I'm using an old HP server box with Ubuntu 12.04 installed. Rather than running the rt in the Ubuntu software repository though, I went ahead and downloaded 4.0.10 myself and installed it and all of the perl modules. I'm only intending the web server portion to be available within our local network (so I haven't enabled SSL), though I did go ahead and make a dns entry for rt.countrysampler.com so that it resolves to the correct internal IP address. Web configuration went ok, MySQL configuration went ok (I've used MySQL before as the backend for another vendor's ticket system), I just can't for the life of me figure out how to get RT to talk to our Exchange 2010 server. I've got the root user enabled (for the moment), myself set up within RT as a privileged user, and all of my employees (38) entered. I have 14 departments set up, so that I can track who has the most problems. I've added eight ticket queues (hardware, software, phones, etc) and have been setting up the appropriate permissions so that people can sign in and create tickets. As the lone privileged user, I'm the only one that can close/modify the tickets once entered. So far so good. We have an Exchange 2010 server running on a virtual machine (Hyper-V) that would be able to listen for and respond to email. I've gone through some documentation I've found online, but most everything seems to be for older versions of Exchange. I've created a dedicated user account to be the sender/reply-to for all messages generated through RT (stcad...@countrysampler.com), but where on Earth do I set it up so that RT and Exchange are talking? I realize these sorts of things must have been asked a million times before, and for that I apologize, but if I could find a couple quick config files or something, I wouldn't harass you folks. :) Thanks in advance, John Buell Systems Administrator Country Sampler LLC 707 Kautz Road St. Charles, IL 60174 (630) 762-7806 -- RT training in Amsterdam, March 20-21: http://bestpractical.com/services/training.html Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T
Re: [rt-users] Could someone help a newb evaluating RT with email setup?
Hi John, This is how I set it up for our evaluation system. 1) Setup a new Send Connector so exchange knows the address of your RT Server 2) Setup an email contact (Called RT in our case) is pointed at r...@welrt.welnet.co.nz which is an email alias existing on our RT server (welrt.welnet.co.nz) pointed at the rt-mailgate. -- REGARDS, AARON GUISE aa...@guise.net.nz On 2013-02-19 10:25, John Buell wrote: I've got most of a skeletal set up done, I think. I'm using an old HP server box with Ubuntu 12.04 installed. Rather than running the rt in the Ubuntu software repository though, I went ahead and downloaded 4.0.10 myself and installed it and all of the perl modules. I'm only intending the web server portion to be available within our local network (so I haven't enabled SSL), though I did go ahead and make a dns entry for rt.countrysampler.com so that it resolves to the correct internal IP address. Web configuration went ok, MySQL configuration went ok (I've used MySQL before as the backend for another vendor's ticket system), I just can't for the life of me figure out how to get RT to talk to our Exchange 2010 server. I've got the root user enabled (for the moment), myself set up within RT as a privileged user, and all of my employees (38) entered. I have 14 departments set up, so that I can track who has the most problems. I've added eight ticket queues (hardware, software, phones, etc) and have been setting up the appropriate permissions so that people can sign in and create tickets. As the lone privileged user, I'm the only one that can close/modify the tickets once entered. So far so good. We have an Exchange 2010 server running on a virtual machine (Hyper-V) that would be able to listen for and respond to email. I've gone through some documentation I've found online, but most everything seems to be for older versions of Exchange. I've created a dedicated user account to be the sender/reply-to for all messages generated through RT (stcad...@countrysampler.com), but where on Earth do I set it up so that RT and Exchange are talking? I realize these sorts of things must have been asked a million times before, and for that I apologize, but if I could find a couple quick config files or something, I wouldn't harass you folks. :) Thanks in advance, John Buell Systems Administrator Country Sampler LLC 707 Kautz Road St. Charles, IL 60174 (630) 762-7806 -- RT training in Amsterdam, March 20-21: http://bestpractical.com/services/training.html Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T
Re: [rt-users] Could someone help a newb evaluating RT with email setup?
I have put some further detail on the Request Tracker wiki @ http://requesttracker.wikia.com/wiki/Relaying_mail_from_Microsoft_Exchange_2007_to_RT [1] --- REGARDS, AARON GUISE aa...@guise.net.nz On 2013-02-19 10:25, John Buell wrote: I've got most of a skeletal set up done, I think. I'm using an old HP server box with Ubuntu 12.04 installed. Rather than running the rt in the Ubuntu software repository though, I went ahead and downloaded 4.0.10 myself and installed it and all of the perl modules. I'm only intending the web server portion to be available within our local network (so I haven't enabled SSL), though I did go ahead and make a dns entry for rt.countrysampler.com so that it resolves to the correct internal IP address. Web configuration went ok, MySQL configuration went ok (I've used MySQL before as the backend for another vendor's ticket system), I just can't for the life of me figure out how to get RT to talk to our Exchange 2010 server. I've got the root user enabled (for the moment), myself set up within RT as a privileged user, and all of my employees (38) entered. I have 14 departments set up, so that I can track who has the most problems. I've added eight ticket queues (hardware, software, phones, etc) and have been setting up the appropriate permissions so that people can sign in and create tickets. As the lone privileged user, I'm the only one that can close/modify the tickets once entered. So far so good. We have an Exchange 2010 server running on a virtual machine (Hyper-V) that would be able to listen for and respond to email. I've gone through some documentation I've found online, but most everything seems to be for older versions of Exchange. I've created a dedicated user account to be the sender/reply-to for all messages generated through RT (stcad...@countrysampler.com), but where on Earth do I set it up so that RT and Exchange are talking? I realize these sorts of things must have been asked a million times before, and for that I apologize, but if I could find a couple quick config files or something, I wouldn't harass you folks. :) Thanks in advance, John Buell Systems Administrator Country Sampler LLC 707 Kautz Road St. Charles, IL 60174 (630) 762-7806 Links: -- [1] http://requesttracker.wikia.com/wiki/Relaying_mail_from_Microsoft_Exchange_2007_to_RT -- RT training in Amsterdam, March 20-21: http://bestpractical.com/services/training.html Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T
[rt-users] Getting relative time in a template, configuring SLA and SLA alerting [SOLVED]
Hi all
I found it surprisingly hard to convert ticket dates like Ticket-Due
into relative friendly dates and times in templates as part of my work
on proper SLA monitoring and alerting in RT. Having found the answer, I
though I'd post it here for anyone else searching for information on the
problem.
What I did is add a block to the very start of my alert email template
that defines a package variable, say $tdiff, with the time difference.
The time difference is obtained by constructing an RT::Date with the
system user, setting the date, and using RT::Date::AgeAsString() . (For
some reason RT::Date::DiffAsString always produced an undef result). The
variable can then be referenced anywhere else in the template with {our
$tdiff;} . Tickets are defined as storing the Due date in ISO format in
GMT, so those parameters should be specified to RT::Date.
Example:
--- BEGIN TEMPLATE ---
{
my $d = RT::Date-new(RT::SystemUser);
$d-Set(Format='ISO', Value=$Ticket-Due, Timezone=GMT);
our $tdiff = $d-AgeAsString();
'';
}Subject: SLA Warning: Due in {our $tdiff}
Action is required on this ticket within {our $tdiff} in order to remain
within SLA service levels.
--- END TEMPLATE ---
Since RT::Date::AgeAsString() appends ago automatically for negative
dates, it's also reasonable to write something like:
Subject: SLA Failure: Due ${our $tdiff}, critical action required
I've added this here:
http://requesttracker.wikia.com/wiki/TemplateSnippets#Dates
... but it strikes me that this should really be a helper function in
RT::Date so you don't have to create and set and instance just to call
one method and discard it. OTOH, perhaps my Perl-ignorance is biting me,
and there is a simple and easy way to do it.
Note that the template doesn't do anything by its self. To actually get
SLA alerting working, I landed up:
* Installing RT::Extension::SLA, including the DB setup step to add the CF
* Configuring RT::Extension:SLA as per the docs to describe my SLAs and
the working hours of the various teams.
* Reloading RT to get the SLA module activated
* Following the rt-crontool docs to create a local user for scheduled
actions
* Defining the following job as /etc/cron.d/requesttracker4-sla:
*/5 * * * * requesttracker4 rt-crontool --search
RT::Search::FromSQL --search-arg (Status='new' OR Status='open') AND
FinalPriority 0 AND Due 'Jan 1, 1970' --action
RT::Action::EscalatePriority
to, every five minutes, run RT::Action::EscalatePriority on open tickets
with due dates and final priorities set. The connection to
RT::Extension::SLA here is that RT::Extension::SLA auto-sets the due
date based on the SLA when the ticket is created or changed. This
crontool job isn't actually running any SLA code directly, but it's
using information provided by SLA.
I also want email SLA warnings to go out. This is what the template
described at the start of this mail is for. I create that template as
(say) SLA Due in the global templates. Then I add another cron job
that runs something like this:
*/5 * * * * requesttracker4 rt-crontool --verbose --transaction
last --search RT::Search::FromSQL --search-arg Due '30 minutes'
--action RT::Action::RecordComment --template 'SLA Due'
Again, you don't see any SLA specific code run here because it's using
the Due time set by the SLA module whenever the ticket changes. This
command will add a private (assuming your permissions are set
appropriately) comment on the ticket, the creation of which will trigger
the generation of email notifications as if the comment had been added
manually in the web ui. A comment will not be treated as satisfying a
Response SLA so the creation of the comment won't resolve the SLA issue
by its self.
You need to be careful to make sure that the client accounts and the
requestor pseudo group don't have rights to read comments, or you'll be
sending these SLA warnings to the client too.
The same approach can be used with a custom Action command to send
SMSes. I'm adapting my RedOxygen SMS gateway script to be callable from
an RT action right now, and will follow up with it when it's ready so
nobody else has to waste their time implementing the same thing.
There's more you're likely to want, including a dashboard entry showing
tickets in SLA priority order with severity highlighting, a summary
report of time left before resolution of all tickets across a time
period, etc. I haven't done those yet so I can't help there, but will
try to follow up when I have.
Next problem: How to bind multiple accounts (addresses) together into
customers who can all see each others' tickets. It's amazing that this
doesn't seem to be built-in to RT. Ideas? I'll follow up with solutions,
either mine or others'.
--
Craig Ringer http://www.2ndQuadrant.com/
PostgreSQL Development, 24x7 Support, Training Services
--
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http://bestpractical.com/services/training.html
Help improve RT by taking our user
[rt-users] Exclude user from notifications
Hi, I would like to exclude one of Queue AdminCc's from a certain notifications. The perfect way would be to create a custom role, but from what i've googled it is not implemented yet. Is there any other way? Regards, -- Robert Wysocki administrator systemów linuksowych, dba Grupa Unity | ul. Przedmiejska 6-10, 54-201 Wrocław ul. Conrada 55B, 31-357 Kraków | ul. Złota 59, 00-120 Warszawa -- RT training in Amsterdam, March 20-21: http://bestpractical.com/services/training.html Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T
[rt-users] No datepicker widget after upgrade
Hi list, After upgradeing to 4.0.10 datepicker widget doesn't pop up. Im having no luck locating the problem. Any ideas? Regards, -- Robert Wysocki administrator systemów linuksowych, dba Grupa Unity | ul. Przedmiejska 6-10, 54-201 Wrocław ul. Conrada 55B, 31-357 Kraków | ul. Złota 59, 00-120 Warszawa -- RT training in Amsterdam, March 20-21: http://bestpractical.com/services/training.html Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T
