[rt-users] Reporting Plugins
Hi folks, I'm trying to find a plugin (or a method) for RT which will help me report on my staff activity. At the moment I am searching for a username and sorting by LastUpdated, but this only shows me the tickets that this user updated last. If they work on tickets that get updated by someone else, I'm unable to see this through a query. Are there any reporting plugins or similar that I can use to break down a single user's activity in RT, transaction by transaction or something similar? Ideally I'd be after something that can give me a timeline of a user throughout a given day. -- Adam Smith Platform Operations Team Leader Venda, Ltd. adamsm...@venda.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] rt-crontool change priority silently?
I was wondering if there was a way to make rt-crontool increase
priority over time but without setting a History entry each time it
updates?
I am using the following command :
/opt/rt3/bin/rt-crontool --verbose --search RT::Search::FromSQL --
search-arg Queue='58' AND 'CF.{Internal Status}' LIKE 'Accepted' --
action RT::Action::EscalatePriority
I want my priority to move up but I don't want the History to be
overloaded with dozens of lines should any ticket be sitting silent
for that long.
Adam
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Re: [rt-users] How to add mandatory custom field to quick ticket creation area
All users I have tested with can modify the field values either on create or after create, but the problem is that if they choose not to set any value at all upon create, RT is letting this through. It should not. My assumption is based on the fact that they can modify the field values later, that for some reason RT isn't enforcing this validation on create. Any ideas? On 3 Oct 2008, at 18:08, Kenneth Crocker wrote: Adam, Question; are ALL users not able to see/modify this field or just unprivileged users? Kenn LBNL On 10/3/2008 9:48 AM, Adam Smith wrote: On 3 Oct 2008, at 17:43, Kenneth Crocker wrote: Adam, Assuming you are talking about a Ticket Custom Field, I have to ask if you: 1) Applied the CF to a Queue and I have 2) Set the CF rights for the Groups that will be using the queue where the Ticket CF is applied (ie. SeeCustomField and ModifyCustomField). The Everyone group has the ability to both see and modify this field. AssignCustomFields does not necessarily let someone SEE or Modify the CF in a ticket. We use 3.6.4 and we have over 25 Custom Fields used in various combinations by various Queues and we do not have nay problem. I would have to know how ALL you privileges (Global, Queues, CF's/ Groups) have been set in order to persue this further. Hope this helps. I am making changes to an existing installation and the permissions are all very open. There are a number of groups but one company- level one as well which has fairly open privileges. Once a ticket is created (or indeed, on create) the user is able to add values or modify values on this field, which tends to indicate that they have the appropriate permission. It just seems as though RT is ignoring the fact that I've set Mandatory... Thanks for your help :) -- Adam Smith ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] How to add mandatory custom field to quick ticket creation area
On 2 Oct 2008, at 23:56, JohannS wrote: Sorry i was a bit quick on the trigger and found many posts on this, but if somebody could assist with 3.8.1 that would be very much appreciated. I have found many too, and I've done what they all say to no avail. I have: 1 - Created a Custom Field 2 - Set Validation to Mandatory 3 - Ensured AssignCustomFields is allowed by the group But it still lets tickets be created without the field set. It just seems to ignore the fact that I've made it Mandatory. Rt 3.6.3. Any other suggestions? Cheers -- Adam Smith Platform Operations Team Leader Venda, Ltd. [EMAIL PROTECTED] ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] How to add mandatory custom field to quick ticket creation area
On 3 Oct 2008, at 17:43, Kenneth Crocker wrote: Adam, Assuming you are talking about a Ticket Custom Field, I have to ask if you: 1) Applied the CF to a Queue and I have 2) Set the CF rights for the Groups that will be using the queue where the Ticket CF is applied (ie. SeeCustomField and ModifyCustomField). The Everyone group has the ability to both see and modify this field. AssignCustomFields does not necessarily let someone SEE or Modify the CF in a ticket. We use 3.6.4 and we have over 25 Custom Fields used in various combinations by various Queues and we do not have nay problem. I would have to know how ALL you privileges (Global, Queues, CF's/ Groups) have been set in order to persue this further. Hope this helps. I am making changes to an existing installation and the permissions are all very open. There are a number of groups but one company-level one as well which has fairly open privileges. Once a ticket is created (or indeed, on create) the user is able to add values or modify values on this field, which tends to indicate that they have the appropriate permission. It just seems as though RT is ignoring the fact that I've set Mandatory... Thanks for your help :) -- Adam Smith [EMAIL PROTECTED] ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Increasing priority over time
On 25 Sep 2008, at 09:26, Charles Trevor wrote: I think this will get you started. http://wiki.bestpractical.com/view/UseRtCrontool Thanks all. It seems to be just what I was looking for. Cheers, -- Adam Smith Platform Operations Team Leader Venda, Ltd. [EMAIL PROTECTED] ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Increasing priority over time
Can someone point me at some instructions for what needs to run in order to increase priority on jobs in a queue which has a start/end priority set? I'd like jobs to creep up in priority in time over on a particular queue, and I'm sure a Cron job of some description needs to run, but I can't find much information on setting this up! Thanks -- Adam Smith ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Order By Then By
Does RT give you the ability to sort results with an Order By, Then By? eg. Order by Severity, then by Priority or something like that? If I then had 4 Sev-1 issues they would all show at the top, but then be ordered by their individual priority. When I order by Priority and all priority is set to zero, there doesn't appear to be a sort order applied (at least I can't tell what it is ordering by.) But I'd like to order by one field, and where all results are equal for many tickets for that field, order by another. Cheers -- Adam Smith Platform Operations Team Leader Venda, Ltd. [EMAIL PROTECTED] ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] HTTP Client limit for returning queries
Can someone in the know please clarify whether or not RT has a rate limit setting per-IP (I think in testing this some time ago it appeared to be per-browser, somehow, so maybe by session ID??) anyway -- something like that which prevents users from pulling more than about two queries at the same time? I believe this to be some sort of Denial of Service prevention by rate limiting people requesting data from the systems. For Team Leaders and so on trying to load up several tickets at once it can slow you down, especially if you have a lot of data to pull down. Is there any way of increasing this limit? -- Adam Smith ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
