[rt-users] Exporting articles
Hello, We are currently running on version 4.0.12 and I am looking to find a way export the current list of articles my company has accrued over the years. I thought that there would be some type of easy export tool or function within RT that would export all the articles to a CSV or XML file, but I could not find one. I was also thinking that I would be able to simply export the Articles table from the MySQL database we have, but the important content in the URI column links to "fsck.com-rtfm://ticket/article/#" which is what I am guessing has the content I need to tie in with the article. I also did some searching through documentation to see if there was anything specific to exporting articles from RT but didn't find anything. Any help is much appreciated. Thank You, Terry O'Leary - RT 4.4 and RTIR Training Sessions (http://bestpractical.com/services/training.html) * Hamburg Germany - March 14 & 15, 2016 * Washington DC - May 23 & 24, 2016
Re: [rt-users] Consulting back-office or other departments without notifying requestor
We use both option #1 and #2 suggested by Ram below. Martin Criminale University of Washington Information School IT From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Ram Sent: February 24, 2016 11:10 AM To: rt-users Subject: Re: [rt-users] Consulting back-office or other departments without notifying requestor Hello group, We're using RT for several years now and upgraded recently to RT 4.4 A lot of our tickets involve requests where the owner of the ticket needs to make some inquiries or put other departments at work. e.g. As a response to a ticket a new user account has to be created and some actions like delivering devices (smartphone, laptop) or giving access to applications has to be done by other departments. We could manually send out some answers or replies with the involved departments in CC: But, since these are not comments, by default the requestor gets all the correspondence as well, e.g. when the department answers that the smartphone is ready to be picked up. This is not what we want. The situation above can be compared with the queue "Investigations" in RTIR where new tickets are created, linked to the original one, but without notifying the requestor(s) Installing RTIR seems like overkill, since this has little or nothing to do with incidents. What is the best practice to create a working solution for this problem? Has anyone done this before? Are there some ready-made contributions that I can use? My knowledge of Perl is rather limited, so I could create a scrip but this should mainly be based on copy-pasting and little adjustments of examples. Much obliged, Lieven Three options i can think of: 1 "comment" and and CC the other group; replies will also be comments and therefor not sent nor seen by the requestor. This depends on you having a -comment@ email address defined separately from the generic queue email address. 2 Add the other group as Ticket AdminCC and then comment. This will result in them seeing all the Ticket traffic which you may not want (or only sometimes want). 3 Link tickets I use all three of these depending on the situation cheers - RT 4.4 and RTIR Training Sessions (http://bestpractical.com/services/training.html) * Hamburg Germany - March 14 & 15, 2016 * Washington DC - May 23 & 24, 2016
Re: [rt-users] Consulting back-office or other departments without notifying requestor
> > Hello group, > > We're using RT for several years now and upgraded recently to RT 4.4 > A lot of our tickets involve requests where the owner of the ticket needs > to make some inquiries or put other departments at work. > e.g. As a response to a ticket a new user account has to be created and > some actions like delivering devices (smartphone, laptop) or giving access > to applications has to be done by other departments. > > We could manually send out some answers or replies with the involved > departments in CC: > But, since these are not comments, by default the requestor gets all the > correspondence as well, e.g. when the department answers that the > smartphone is ready to be picked up. > This is not what we want. > > The situation above can be compared with the queue "Investigations" in > RTIR where new tickets are created, linked to the original one, but without > notifying the requestor(s) > Installing RTIR seems like overkill, since this has little or nothing to > do with incidents. > > What is the best practice to create a working solution for this problem? > Has anyone done this before? Are there some ready-made contributions that > I can use? > My knowledge of Perl is rather limited, so I could create a scrip but this > should mainly be based on copy-pasting and little adjustments of examples. > > Much obliged, > Lieven > > Three options i can think of: 1 "comment" and and CC the other group; replies will also be comments and therefor not sent nor seen by the requestor. This depends on you having a -comment@ email address defined separately from the generic queue email address. 2 Add the other group as Ticket AdminCC and then comment. This will result in them seeing all the Ticket traffic which you may not want (or only sometimes want). 3 Link tickets I use all three of these depending on the situation cheers - RT 4.4 and RTIR Training Sessions (http://bestpractical.com/services/training.html) * Hamburg Germany - March 14 & 15, 2016 * Washington DC - May 23 & 24, 2016
