Re: [rt-users] Query

2014-07-14 Thread Bryon Baker 
Ok let me try and explain what I am trying to do and maybe someone will have a 
better idea.

RT 4.2.3 is installed a call center currently I use scrips to query the phone 
system to determine who is logged in and working in the call center.  I have 
scrips that distribute the tickets based on the last person to get a ticket.  
The supervisor for the call center would like to assign tickets without the CSR 
needing to login to the phone system.

So here are the seniors she wants covered.
Process Tickets without being logged into the phone system and without being 
assigned now tickets.
Take calls without being logged into request tracker.
Be assigned new tickets without being logged into the phone system.



Thanks
Bryon Baker
Network Operations Manager
Copesan - Specialists in Pest Solutions
800-267-3726  •  262-783-6261 ext. 2296
bba...@copesan.com
www.copesan.com
"Servicing North America with Local Care"

From: lenja...@gmail.com [mailto:lenja...@gmail.com] On Behalf Of Len Jaffe
Sent: Monday, July 14, 2014 3:36 PM
To: Bryon Baker
Subject: Re: [rt-users] Query

Borrow heavily from RT's sesison deserialization code.


I don't know if those stats are even kept in the session.

You might have to write your own callback to track login times, or last seen 
times.  You data will skew if people kill their browser without explicitly 
logging out of RT.

On Mon, Jul 14, 2014 at 3:50 PM, Bryon Baker 
mailto:bba...@copesan.com>> wrote:
Thanks for the response Len

Do you have any hints on how to do that?

Thanks
Bryon Baker
Network Operations Manager
Copesan - Specialists in Pest Solutions
800-267-3726  •  262-783-6261 ext. 
2296
bba...@copesan.com
www.copesan.com
"Servicing North America with Local Care"

From: lenja...@gmail.com 
[mailto:lenja...@gmail.com] On Behalf Of Len Jaffe
Sent: Monday, July 14, 2014 2:48 PM
To: Bryon Baker
Subject: Re: [rt-users] Query

It looks like you'd have to read and decode the sessions.

On Mon, Jul 14, 2014 at 3:22 PM, Bryon Baker 
mailto:bba...@copesan.com>> wrote:
Hello all

I wondering if anybody has any Ideas for my question?

Thanks
Bryon Baker
Network Operations Manager
Copesan - Specialists in Pest Solutions
800-267-3726  •  262-783-6261 ext. 
2296
bba...@copesan.com
www.copesan.com
"Servicing North America with Local Care"

From: Bryon Baker
Sent: Thursday, July 10, 2014 3:57 PM
To: RT Users 
(rt-users@lists.bestpractical.com)
Subject: RE: Query

Update to question

It looks like I should be able to do this using the Session table.  If this is 
true is there a definition for the blob somewhere?

Thanks
Bryon Baker
Network Operations Manager
Copesan - Specialists in Pest Solutions
800-267-3726  •  262-783-6261 ext. 
2296
bba...@copesan.com
www.copesan.com
"Servicing North America with Local Care"

From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of 
Bryon Baker
Sent: Thursday, July 10, 2014 2:28 PM
To: RT Users 
(rt-users@lists.bestpractical.com)
Subject: [rt-users] Query

Hello All
Is it possible to write a query to see who is logged into RequestTracker?  And 
if so can I get some hints as to how?

Thanks in advance for the help.

Bryon Baker
Network Operations Manager
Copesan - Specialists in Pest Solutions
800-267-3726  •  262-783-6261 ext. 
2296
bba...@copesan.com
www.copesan.com
"Servicing North America with Local Care"


--
RT Training - Boston, September 9-10
http://bestpractical.com/training



--
lenja...@jaffesystems.com   
614-404-4214@lenjaffe
Information Technology Smoke Jumper, Host of Columbus Code 
Jam
www.lenjaffe.com 
http://www.theycomewithcheese.com
Advent Planet - An Aggregation of Online 
Advent Calendars.




--
lenja...@jaffesystems.com   614-404-4214
@lenjaffe
Information Technology Smoke Jumper, Host of Columbus Code 
Jam
www.lenjaffe.com 
http://www.theycomewithcheese.com
Advent Planet - An Aggregation of Online 
Advent Calendars.

-- 
RT Training - Boston, September 9-10
http://bestpractical.com/training

Re: [rt-users] Query

2014-07-14 Thread Bryon Baker 
Thanks for the response Len

Do you have any hints on how to do that?

Thanks
Bryon Baker
Network Operations Manager
Copesan - Specialists in Pest Solutions
800-267-3726  •  262-783-6261 ext. 2296
bba...@copesan.com
www.copesan.com
"Servicing North America with Local Care"

From: lenja...@gmail.com [mailto:lenja...@gmail.com] On Behalf Of Len Jaffe
Sent: Monday, July 14, 2014 2:48 PM
To: Bryon Baker
Subject: Re: [rt-users] Query

It looks like you'd have to read and decode the sessions.

On Mon, Jul 14, 2014 at 3:22 PM, Bryon Baker 
mailto:bba...@copesan.com>> wrote:
Hello all

I wondering if anybody has any Ideas for my question?

Thanks
Bryon Baker
Network Operations Manager
Copesan - Specialists in Pest Solutions
800-267-3726  •  262-783-6261 ext. 
2296
bba...@copesan.com
www.copesan.com
"Servicing North America with Local Care"

From: Bryon Baker
Sent: Thursday, July 10, 2014 3:57 PM
To: RT Users 
(rt-users@lists.bestpractical.com)
Subject: RE: Query

Update to question

It looks like I should be able to do this using the Session table.  If this is 
true is there a definition for the blob somewhere?

Thanks
Bryon Baker
Network Operations Manager
Copesan - Specialists in Pest Solutions
800-267-3726  •  262-783-6261 ext. 
2296
bba...@copesan.com
www.copesan.com
"Servicing North America with Local Care"

From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of 
Bryon Baker
Sent: Thursday, July 10, 2014 2:28 PM
To: RT Users 
(rt-users@lists.bestpractical.com)
Subject: [rt-users] Query

Hello All
Is it possible to write a query to see who is logged into RequestTracker?  And 
if so can I get some hints as to how?

Thanks in advance for the help.

Bryon Baker
Network Operations Manager
Copesan - Specialists in Pest Solutions
800-267-3726  •  262-783-6261 ext. 
2296
bba...@copesan.com
www.copesan.com
"Servicing North America with Local Care"


--
RT Training - Boston, September 9-10
http://bestpractical.com/training



--
lenja...@jaffesystems.com   614-404-4214
@lenjaffe
Information Technology Smoke Jumper, Host of Columbus Code 
Jam
www.lenjaffe.com 
http://www.theycomewithcheese.com
Advent Planet - An Aggregation of Online 
Advent Calendars.

-- 
RT Training - Boston, September 9-10
http://bestpractical.com/training

Re: [rt-users] Query

2014-07-14 Thread Bryon Baker 
Hello all

I wondering if anybody has any Ideas for my question?

Thanks
Bryon Baker
Network Operations Manager
Copesan - Specialists in Pest Solutions
800-267-3726  *  262-783-6261 ext. 2296
bba...@copesan.com
www.copesan.com
"Servicing North America with Local Care"

From: Bryon Baker
Sent: Thursday, July 10, 2014 3:57 PM
To: RT Users (rt-users@lists.bestpractical.com)
Subject: RE: Query

Update to question

It looks like I should be able to do this using the Session table.  If this is 
true is there a definition for the blob somewhere?

Thanks
Bryon Baker
Network Operations Manager
Copesan - Specialists in Pest Solutions
800-267-3726  *  262-783-6261 ext. 2296
bba...@copesan.com
www.copesan.com
"Servicing North America with Local Care"

From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of 
Bryon Baker
Sent: Thursday, July 10, 2014 2:28 PM
To: RT Users 
(rt-users@lists.bestpractical.com)
Subject: [rt-users] Query

Hello All
Is it possible to write a query to see who is logged into RequestTracker?  And 
if so can I get some hints as to how?

Thanks in advance for the help.

Bryon Baker
Network Operations Manager
Copesan - Specialists in Pest Solutions
800-267-3726  *  262-783-6261 ext. 2296
bba...@copesan.com
www.copesan.com
"Servicing North America with Local Care"

-- 
RT Training - Boston, September 9-10
http://bestpractical.com/training