[rt-users] Pagination with REST API's search results
Hi Did you ever find a solution to this? I too am facing the same problem. Regards, Koustubha Kale quoted text Hi, [ I'm new to the list, so maybe this question should go to the devel one, please tell me if you want me to post my question there. ] I'm currently trying to integrate RT 3.8.8 with other web based tools, and for this I use the REST API and . It's not complete but for specific needs, I accept to do some ugly scrapping (for instance: retrieving the possible values of a custom field). Here's my question : I'd like to know if there's a way to paginate results, e.g. define a limit and an offset when I search tickets so that I don't get too many results returned. A limit alone would be fine too. We have a pretty large ticket base ( 200k tickets), and I would like to retrieve only the few last tickets corresponding to a given Ticket-SQL query. As far as I know, limit/offset is not part of the Ticket-SQL language. And the RowsPerPage option used in the web interface doesn't work on the REST API. Thanks for any help, -- Jean-Baptiste Barth PS: bonus point if you give me a pointer to an other documentation thanhttp://requesttracker.wikia.com/wiki/REST
Re: [rt-users] RT4 and ITIL
Hi, We're using RT in an ITIL kinda way. Basics are: - Setup the queue's the way you like, we've done it in a manner where 1 queue represents 1 department (e.g. servicedesk, sysadmin, testers, developers, etc.) - Use a Custom Fields for setting a ticket type (incident, problem, change, etc.) - If required add another CF for the impact (high, middle, low) - Install the SLA extension If you go further then you can add scrips which automatically set your SLA based on e.g. ticket type (incident/problem/change) + priority (1,2,3,4). Or similar based on ticket type, impact and priority. In addition you can choose to use the Articles feature as a knowledge base or for standard replies. (known errors, known solutions, etc.). As for known errors, you could create a ticket type for that, or a checkbox simply saying yes/no for each ticket (with a CF). Also, you might want to adjust the default lifecycle (or create a new one) with status values that suite your needs. We've added a few valies stating a call is now waiting on a customer, or on a supplier. As you can see, this part is quite flexible so you'll want to take a piece of paper and draw a few things before actually looking into the how in RT. As for us, we use an external tool for making reports out of RT (they are being developed using Splunk atm). For the purpose of making reporting on SLA's we've added a few (for the user invisible) custom fields (1 for each status) which we use for registering the amount of minutes a ticket stays in one status (done using cron + scripts in the backend using the RT API, updated every 5 minutes). For example, if a ticket is on status open for 10 minutes, then waiting for supplier 600 minutes, then back to open again for 15 minutes, then these CF's will show a ticket has been on status open for 25 minutes, and on status waiting on supplier for 600 minutes. This makes SLA reporting quite easy + we have the ability to quickly see why a ticket is going passed it's allowed SLA (e.g. it takes ages for our supplier to actually do something). As for the asset management, we chose to initially use RT for registering and reporting on incoming calls. Which means that we've created CF's (Item A, Item B and Item C) which show an hierarchy of items but mostly aimed at products (globally) and problems (e.g. lost passwords). Asset management on it's own is something that we do in a different system. However, I've been told that RT will come with a feature called Assets with version 4.2. Which looks a little like the Articles feature a.t.m. This could mean that you could do some asset management within RT using that version. Not sure how extensive it will be, we're waiting for the first RC for version 4.2 since we'd love to have this in RT as well. -- Well, maybe not so basic as I read what I wrote haha but I hope this gives you some ideas on how to implement RT in an ITIL process. Best regards. -- Bart G. 2013/4/3 Lisa Tomalty ltoma...@uwaterloo.ca Thanks Tim ...we are investigating right now and want to hear if people see RT meeting the needs of the main service operations processes and linking with SLAs, Asset mgmt., chg mgmt., etc Lisa Tomalty Information Systems Technology/Arts Computing Office University of Waterloo Waterloo, Ontario, Canada MC2052/PAS2023 (519) 888-4567 X35873 ltoma...@uwaterloo.ca -Original Message- From: Tim Cutts [mailto:t...@sanger.ac.uk] Sent: Tuesday, April 02, 2013 12:24 PM To: Lisa Tomalty Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] RT4 and ITIL On 2 Apr 2013, at 16:35, Lisa Tomalty ltoma...@uwaterloo.ca wrote: HI all If you have used RT4 with ITIL service operations processes (and/or other ITIL processes such as change management), can you send me an email to discuss? Yes, keep it on list, please - I'm interested in this. I've had a few ideas (adding another closed status beyond resolved, maintaining separate service request, incident and problem queues with different lifecycles so that incidents can't become problems) and so on. RTFM is sort of a Known Error Database. However, RT's Owner model doesn't quite fit with a strict ITIL service desk idea of the ticket owner remaining in the Service Desk, even though the person actually working on resolving the problem might be somewhere else, although you'd conceivably do that with child tickets in other queues. Alternatively, the ITIL Incident Owner could be the RT Ticket AdminCc, perhaps? I'd be interested in hearing any discussion people have about it. 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] Link assets to customers
2013/4/3 Coen Boef coen.b...@nxs.nl Hi list, We have started a project to implement RT as our primary ticket management system (with which we hope to replace TOPdesk *http://www.topdesk.com*http://www.topdesk.com ). There is one issue which I cannot solve by myself and I hope the list can help. We are an ISP, offering managed services to our customers. Customers can send requests via mail and we use our current ticketing system to link an incoming email to a customer based on the requestor’s email address. So here’s the first issue for us. I cannot find a way to solve this. My idea is to group these requestors together in a group with the customer name, which leads to the next issue which is that the managed services (or servers) should be linked to the customer as well. As I see it now, there’s no way (by default or extension) to link these three (ticket, asset and customer) together. Can somebody please help us out here? I hope I overlooked something on the RT wiki and somebody has already solved this in the past, or that somebody can give me some pointers as to where to start. Thanks in advance for your help Kind regards, Coen Boef Did you have a look at Custom Fields for Groups? -- Bart G.
[rt-users] Add requestor organization to columns from search results
Hi, I'm curious to know if it's possible to add the requestor organization to a column. Right now you can show the column __Requestors__ which works, and shows all requestores belonging to a ticket. And another thing that's possible a.t.m. is searching on the requestor organization using this in your ticketsql: Requestor.Organization LIKE 'Bestpractical' Trying to add __Requestor.Organization__ or __RequestorOrganization__ to the columns (using advanced view) doesn't seem to work. It adds the column but no information is shown. Since it's a searchable item, is there a way to display the Requestor(s) Organization in a column? -- Bart G.
[rt-users] Why RT?
As part of a report I'm putting together for our management, I'd appreciate comments from other RT users as to why you chose RT over other ticketing systems. In particular, I'm interested to know what features/benefits RT provides you as compared with other open source ticketing systems such as osTicket and OTRS. All comments gratefully received! Cheers Mark
Re: [rt-users] Add requestor organization to columns from search results
On Thu, Apr 04, 2013 at 12:21:35PM +0200, Bart wrote:
I'm curious to know if it's possible to add the requestor organization to
a column.
Right now you can show the column __Requestors__ which works, and shows
all requestores
belonging to a ticket.
And another thing that's possible a.t.m. is searching on the requestor
organization using this
in your ticketsql:
Requestor.Organization LIKE 'Bestpractical'
Trying to add __Requestor.Organization__ or __RequestorOrganization__ to
the columns (using
advanced view) doesn't seem to work. It adds the column but no information
is shown.
Since it's a searchable item, is there a way to display the Requestor(s)
Organization in a
column?
There isn't a default Format for arbitrary Requestor information.
It would actually be possible to look at the code in
share/html/Elements/RT__Ticket/ColumnMap used by $LinkCallback to
implement code so that __Requestors.{Anything}__ would work, but
that's actually kind of complicated if you're not already familiar
with the level of magic in ColumnMap.
What you probably want to do is use the Once callback in
share/html/Elements/RT__Ticket/ColumnMap and copy the entry for
Requestors earlier in the file and define
Requestors.Organization = {
title = 'Requestors Organization', # loc
attribute = 'Requestor.Organization',
value = sub { return
$_[0]-Requestors- # more code to loop and get the
Organzation
}
},
-kevin
pgpAWGzjv4M6l.pgp
Description: PGP signature
Re: [rt-users] MessageBoxRichText and Internet Explorer 10.
Hello, I also have the same problem. Compatibility mode cannot be enabled. Thanks. -- View this message in context: http://requesttracker.8502.n7.nabble.com/MessageBoxRichText-and-Internet-Explorer-10-tp52814p53318.html Sent from the Request Tracker - User mailing list archive at Nabble.com.
Re: [rt-users] MessageBoxRichText and Internet Explorer 10.
On Thu, 2013-04-04 at 12:01 -0700, speeder305 wrote: I also have the same problem. Compatibility mode cannot be enabled. Please test 4.0.11rc2, released yesterday. - Alex On Wed, 2013-04-03 at 09:32 -0400, Kevin Falcone wrote: RT 4.0.11rc2 is now available for testing. http://download.bestpractical.com/pub/rt/devel/rt-4.0.11rc2.tar.gz http://download.bestpractical.com/pub/rt/devel/rt-4.0.11rc2.tar.gz.sig SHA1 sums bd69a926963695586d02d19593e9a04f37835c4a rt-4.0.11rc2-third-party-source.tar. gz 834a15e94d25814d7897eaa0a3ac20f403cdbd6c rt-4.0.11rc2-third-party-source.tar. gz.sig This release of RT contains an update to the WYSIWYG editor (CKEditor) used on ticket creation and reply pages. The update addresses numerous reports of editor breakages when using IE 10. It also includes fixes for many other browsers. You can read more about the included changes at http://ckeditor.com/whatsnew. We are shipping 3.6.6.1, upgraded from 3.4.1. We expect a number of bugfixes as a result of the CKEditor upgrade, but there may be small regressions as well. We would appreciate reports from folks who have experienced problems with the richtext editor on earlier 4.0 releases of RT or who have recently upgraded to a newer version of IE. A complete changelog is available from git by running: git log rt-4.0.11rc1..rt-4.0.11rc2 or visiting https://github.com/bestpractical/rt/compare/rt-4.0.11rc1...rt-4.0.11rc2
[rt-users] Include articles when creating a new ticket
Hi, Do you know if it is possible to include an article when creating a new ticket? I'm running RT 4.0.8. Thank you. Charly
Re: [rt-users] Include articles when creating a new ticket
On Thu, Apr 04, 2013 at 12:36:47PM -0700, charlyc...@yahoo.com.ar wrote: Do you know if it is possible to include an article when creating a new ticket? I'm running RT 4.0.8. The first config option here: http://bestpractical.com/rt/docs/latest/RT_Config.html#Articles -kevin pgp2MctenYhls.pgp Description: PGP signature
Re: [rt-users] RT4 and ITIL
On 04/04/2013 02:29 AM, Bart wrote: Asset management on it's own is something that we do in a different system. However, I've been told that RT will come with a feature called Assets with version 4.2. Which looks a little like the Articles feature a.t.m. This could mean that you could do some asset management within RT using that version. Not sure how extensive it will be, we're waiting for the first RC for version 4.2 since we'd love to have this in RT as well. To clarify a little: the assets feature you've heard about is being developed as an RT extension targeted at 4.2. (It won't work with 4.0.) It won't be included in the 4.2 releases themselves, so you'll need to wait for an assets RC and *then* run it against either git master or the latest 4.2 RC that exists at the time.
Re: [rt-users] RT4 and ITIL
On Thu, Apr 4, 2013 at 4:11 PM, Thomas Sibley t...@bestpractical.com wrote: On 04/04/2013 02:29 AM, Bart wrote: Asset management on it's own is something that we do in a different system. However, I've been told that RT will come with a feature called Assets with version 4.2. Which looks a little like the Articles feature a.t.m. This could mean that you could do some asset management within RT using that version. Not sure how extensive it will be, we're waiting for the first RC for version 4.2 since we'd love to have this in RT as well. To clarify a little: the assets feature you've heard about is being developed as an RT extension targeted at 4.2. (It won't work with 4.0.) It won't be included in the 4.2 releases themselves, so you'll need to wait for an assets RC and *then* run it against either git master or the latest 4.2 RC that exists at the time. Will this assets extension be a replacement for AssetTracker extension?
Re: [rt-users] RT4 and ITIL
Please keep replies on the list. On 04/04/2013 01:16 PM, Lisa Tomalty wrote: Thanks Thomas ...is there an ETA for the Assets feature? No, we generally don't announce ETAs.
Re: [rt-users] RT4 and ITIL
Thanks! Lisa Tomalty Information Systems Technology/Arts Computing Office MC 2052/PAS 2023 University of Waterloo Waterloo, Ontario, Canada (519) 888-4567 X35873 ltoma...@uwaterloo.ca -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Thomas Sibley Sent: Thursday, April 04, 2013 4:43 PM To: RT Users Subject: Re: [rt-users] RT4 and ITIL Please keep replies on the list. On 04/04/2013 01:16 PM, Lisa Tomalty wrote: Thanks Thomas ...is there an ETA for the Assets feature? No, we generally don't announce ETAs.
Re: [rt-users] RT4 and ITIL
On 04/04/2013 01:32 PM, Darin Perusich wrote: Will this assets extension be a replacement for AssetTracker extension? I can't comment on that; I haven't actually ever looked at AssetTracker. There are almost certainly significant differences. Currently there is no tool to import AssetTracker data into our extension, though there are general import tools. It's easy to imagine demand for a conversion tool, however.
[rt-users] rt-mailgate Unknown encoding 'charset=utf-8'
Hi, I've been running rt-mailgate to download my emails and today I started getting this error message on the fetchmail log. RT server error. The RT server which handled your email did not behave as expected. It said: Unknown encoding 'charset=utf-8' at /data/rt4/sbin/../lib/RT/I18N.pm line 542. Stack: [/usr/local/share/perl5/Carp.pm:100] [/usr/local/lib64/perl5/Encode.pm:188] [/data/rt4/sbin/../lib/RT/I18N.pm:542] [/data/rt4/sbin/../lib/RT/I18N.pm:214] [/data/rt4/sbin/../lib/RT/I18N.pm:210] [/data/rt4/sbin/../lib/RT/EmailParser.pm:282] [/data/rt4/sbin/../lib/RT/Interface/Email.pm:1433] [/data/rt4/share/html/REST/1.0/NoAuth/mail-gateway:61] This is my configuration on the RT_Config.pm: Set(@EmailInputEncodings, qw(utf-8 iso-8859-1 us-ascii)); There is no configuration for this parameter on the RT_SiteConfig.pm. RT Version: 4.0.8 Do you know why this might happen? Thank you, Charly
