Re: [rt-users] Possible to chnage owner WITHOUT updating ticket?

[Chris Manly]

Would it work to search/sort on the “last contact” date instead of the “last 
updated” date?

-- 
Christopher Manly
Coordinator, Library Systems
Cornell University Library Information Technologies
c...@cornell.edu
607-255-3344




On 1/30/17, 4:28 AM, "rt-users on behalf of fozzie" 
 
wrote:

Hi all,

I have an unusual situation and looking for the best solution which I hope
you can help with!

Currently, we have 3 support Users managing our RT.  1 of those 3 users will
be deployed to manage the support queue 1 week at a time on a rotation
basis,  so USER A will do week 1, then next week it is USER B and then USER
C the week after that.  The other 2 Users not on RT will be carrying out
other duties so we can only have 1 on at any given time.

At then end of each week, we need to reassign the tickets to the user who
till be taking over RT the following week.  Let's say USER A has finished RT
duty on a Friday evening and is then going to handover his work to USER B. 
Logically, he would just change the owner of all his tickets from USER A to
USER B.

The problem with that is, the "Last Updated" field will change so when USER
B starts on Monday morning, he'll see all his tickets last updated date are
all "3 days ago".

This makes tickets difficult to manage.  We like to know exactly when a
ticket was last replied to, received from or commented on which helps us to
prioritise our workload.  Normally just sorting by 'Last Updated' is handy
so we know which tickets haven't been updated in the longest amount of time.

There are 2 ways I can think of other than the obvious (get more support
staff).

1) Prevent 'Last Updated' field from updating when a ticket has changed
owner.  Is this possible?

2) Leave all open tickets unassigned.  (Would prefer to avoid doing this if
at all possible).


Many thanks in advance, I hope I've explained myself well enough!






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Re: [rt-users] Accessing asset data

[Chris Manly]

It would make sense to me to have a queue for meter readings, where each 
reading is a ticket that’s associated with the meter asset.

-- 
Christopher Manly
Coordinator, Library Systems
Cornell University Library Information Technologies
c...@cornell.edu
607-255-3344




On 12/22/16, 6:53 PM, "rt-users on behalf of StreatsAhead" 
 wrote:

Hi all,

I'm trying to make some custom functionality for an asset, I need to
automatically update the value of one custom field of an asset when another
custom field on the same asset is changed. I took a look at using scrips but
couldn't get them to fire when working with assets. I'm now thinking it
might be better to have a ticket workflow instead. The objective is:
We have a bunch of water meters, we need to update the readings in RT every
now and then compile a report at the end of each year.
A few calculations need to be made on the readings and stored against the
asset.
Could someone point me in the right direction for this project?

Thanks!
Matt



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Re: [rt-users] Looking for users of RT 4.4 that use the Asset feature

[Chris Manly]

I’ve been starting to work with Assets.  It’s not as rich or fully-baked as the 
ticketing side of things, but it gets the job done for me.  You’ll definitely 
want 4.4.1, because there’s a bug in 4.4.0 where you can’t search for assets 
associated with a person and actually find them.

I’ve done .csv loads of assets.  If you’ve got a custom field that has a unique 
key (like an asset tag #) it works well to avoid creating duplicates.  If you 
lack that… well, let’s just say I had a lot of cleanup to do.

--
Christopher Manly
Coordinator, Library Systems
Cornell University Library Information Technologies
c...@cornell.edu
607-255-3344


From: rt-users  on behalf of john 
boris 
Date: Tuesday, November 29, 2016 at 2:51 PM
To: "rt-users@lists.bestpractical.com" 
Subject: [rt-users] Looking for users of RT 4.4 that use the Asset feature

Good Day,
My department is looking to replace our current Ticket/asset management system. 
I have been using RT on a small basis to handle my own Support requests and 
used the Asset Management add on (pre 4.4). Our current system used to have an 
agent that would populate the data set for us but lacked some of the info we 
needed. We were at the mercy of the company to add features.

I am hoping we can roll our own Powershell script to gather the info we need 
and with some other tweaks we can roll our own.My question to the list is if 
anyone is using RT 4.4 with the Asset Management feature and would like to 
share their experience with it. I am putting together the proposal to use RT 
for this replacement. As a ticket system I think it is an easy sell but the 
Asset portion is my tough sell.

Anyone who wants to reply can reply off list unless it you feel it is relevant 
to stay on the list. I will post what happens when completed (albeit that might 
not be for a month or so).

TIA

--
John J. Boris, Sr.

-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Los Angeles - January 9-11 2017

Re: [rt-users] Unable to create ticket via email

[Chris Manly]

Hi,

At either the queue level or globally, you need to give the “Everyone” group 
the “CreateTicket” permission.  Then un-known e-mail addresses will be able to 
create new tickets and will get set up as new un-privileged users automatically.

-- 
Christopher Manly
Coordinator, Library Systems
Cornell University Library Information Technologies
c...@cornell.edu
607-255-3344




On 10/17/16, 7:19 PM, "rt-users on behalf of Rune Henssel" 
 
wrote:

Hi List

I am trying to setup RT 4.4.1 so that tickets can be created via an email 
handled by rt-mailgate.
So fare I can only get RT to create a ticket if the sender is already 
created as a user in RT.

If I try to create a ticket from an, to RT unknown email address, I get a 
message back saying:
"You do not have permission to communicate with RT".

The RT installation is running with $ExternalAuth = 1 and $ExternalSettings 
set to use Pg_Auth to authenticate the users from a Postgresql.
@MailPlugins is not set, so it must be using the default values.

Any help in figuring out why RT won't allow ticket creation via email will 
be greatly appreciated.


Yours
Rune Henssel
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Boston - October 24-26
* Los Angeles - Q1 2017


-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Boston - October 24-26
* Los Angeles - Q1 2017

Re: [rt-users] Unable to configure article classes in 4.0.10

[Chris Manly]

I ended up copying the code for 4.0.6 from my dev box to the prod install,
and things work as you expect.  If I switch it to 4.0.10, the config menus
disappear again.

So there's definitely something about 4.0.10 in my prod environment.  For
now, we go forward on 4.0.6 and as time permits I'll play and see what I
can figure out.

-- 
Christopher Manly
Coordinator, Library Systems
Cornell University Library Information Technologies
c...@cornell.edu
607-255-3344




On 3/5/13 4:49 PM, Kevin Falcone falc...@bestpractical.com wrote:

On Tue, Mar 05, 2013 at 09:24:38PM +, Chris Manly wrote:
When we create a new article class, none of the configuration
options appear on the right hand
side of /Admin/Articles/Classes/Modify.html.  So, we can't make the
new class apply to a
queue. However, for the class that I created on the 4.0.6 system (I
then copied over the
database to the prod install), the config options appear normally.
All of the users who are attempting to set up the classes have
SuperUser privs.
Am I just missing something obvious, or did I trip on a bug in
4.0.10?  Or, is there somewhere

I'm not aware of a bug in 4.0.10 around this and in fact it works fine
for me on newly created Classes.

What's in your logs.

What arguments are being passed to Modify.html in the URL on pages
where the links don't show up vs those where they do.

-kevin




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[rt-users] Unable to configure article classes in 4.0.10

[Chris Manly]

Hi all,

Okay I'm stumped.  I'm setting up a new install of RT4.  My proof of concept 
install on a dev box was 4.0.6, but 4.0.10 was out by the time I got to setting 
up the production install, so that one is 4.0.10.  The database for the 
4.0.10 production system was seeded with a dump from the 4.0.6 dev box.

When we create a new article class, none of the configuration options appear on 
the right hand side of /Admin/Articles/Classes/Modify.html.  So, we can't make 
the new class apply to a queue. However, for the class that I created on the 
4.0.6 system (I then copied over the database to the prod install), the 
config options appear normally.

All of the users who are attempting to set up the classes have SuperUser privs.

Am I just missing something obvious, or did I trip on a bug in 4.0.10?  Or, is 
there somewhere I can be looking to figure out what's going on?  I can't see 
any differences in the databases that would be an obvious source of the 
differential behavior, and a debug log doesn't spit out anything telling that I 
can see.

Any insight would be appreciated, including RTFM directives with helpful 
pointers to the correct FM, if I simply failed to find the right clue that's 
out there somewhere.

Thanks!

--
Christopher Manly
Coordinator, Library Systems
Cornell University Library Information Technologies
c...@cornell.edu
607-255-3344


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