Re: [rt-users] Change RT email address
On Mon, May 18, 2015 at 7:15 AM, Loïc Cadoret wrote: > Yes RT_SiteConfig.pm sorry, it was what wanted to say ;) It IS what you said. Its just that what I wrote refers to both files, so I wanted to be clear about which one to edit (RT_SiteConfig.pm) vs. use as reference (RT_Config.pm). Sorry about any confusion I may have caused. -- Jaime Kikpole Network Administrator Cairo-Durham Central School District Technical Support: h...@cairodurham.org go.cairodurham.org/techtips -- This electronic message and any attachment(s) may contain confidential or legally privileged information protected by law from further disclosure and is intended only for the individual or entity identified above as the addressee. If you are not the addressee (or the employee or agency responsible to deliver it to the addressee), or if this message has been addressed to you in error, you are hereby notified that you may not copy, forward, disclose or use any part of this message or any attachment(s). Please notify the sender immediately by return email or telephone and permanently delete this message and attachment(s) from your system.
Re: [rt-users] Change RT email address
There is a regular expression in RT_Config.pm. Look for it, read the directions, and then make any needed adjustments in RT_SiteConfig.pm (not RT_Config.pm.) Make sure that it matches the new email address and the old one. It's important that it handle both, so that you can account for both existing and new tickets. Also, make sure that the old address forwards messages to the new one. Otherwise, when end users reply to an old ticket via email, it won't get processed properly. I've done this twice since I started using RT back in 2001. RT can definitely handle it if you have a decent email server that can handle forwarding, etc. Jaime -- This electronic message and any attachment(s) may contain confidential or legally privileged information protected by law from further disclosure and is intended only for the individual or entity identified above as the addressee. If you are not the addressee (or the employee or agency responsible to deliver it to the addressee), or if this message has been addressed to you in error, you are hereby notified that you may not copy, forward, disclose or use any part of this message or any attachment(s). Please notify the sender immediately by return email or telephone and permanently delete this message and attachment(s) from your system.
[rt-users] RT's email address showing in one-time CC list
I'm in the process of moving RT 4.0.5 from an old server to a new one.
In the process, I'm also upgrading it to 4.0.23 (and maybe 4.2.x soon
after.) Its mostly going smoothly. However, in the Comment and Reply
screens of the web GUI, under "One-time Cc" and "One-time Bcc", it
lists RT's address at the new server.
The old server was cns.cairodurham.org (CNAME of
atlas.cairodurham.org) and the new server is its1.cairodurham.org.
Addresses like r...@cns.cairodurham.org and r...@atlas.cairodurham.org
aren't showing in the one-time list. Addresses like
r...@its1.cairodurham.org and rt-comm...@its1.cairodurham.org do show
up.
In RT_SiteConfig.pm, my RTAddressRegExp is set to:
Set($RTAddressRegexp ,
'^{rt|help|rt-comment}\@{its1\.|cns\.|atlas\.|}cairodurham.org$');
The script generate-rtaddressregexp suggests this:
Set($RTAddressRegexp,qr{^(?:rt(?:|-comment)\@its1\.cairodurham\.org)$}i);
Any idea what I missed?
Thanks in advance for any help you can offer.
--
Jaime Kikpole
Network Administrator
Cairo-Durham Central School District
Technical Support:
h...@cairodurham.org
go.cairodurham.org/techtips
--
This electronic message and any attachment(s) may contain confidential or
legally privileged information protected by law from further disclosure and
is intended only for the individual or entity identified above as the
addressee. If you are not the addressee (or the employee or agency
responsible to deliver it to the addressee), or if this message has been
addressed to you in error, you are hereby notified that you may not copy,
forward, disclose or use any part of this message or any attachment(s).
Please notify the sender immediately by return email or telephone and
permanently delete this message and attachment(s) from your system.
[rt-users] Why use CFs on transations vs. tickets
I've seen plenty of reasons to use Custom Fields on tickets and have done so for years. What I've never been able to figure out was: Why use them on transactions? For my technicians, adding CFs in the Comment or Reply screens makes the most sense. We currently use CFs on the ticket (not transation) level. This means that when my techs reply to an end user and, they then have to going back to the ticket and then the Basics screen. This is a bit cumbersome. Not so cumbersome that it can't be done. Its just cumbersome enough that we we tend to forget to do it. So I was hoping to bring that into the Comment/Reply/Resolve page. Transaction level CFs do that, but they then loose almost all other advantages, like searching. Am I missing something? Is there a way to use CFs on the Comment/Reply/Resolve page and have them apply to the ticket level? Is there away to search based on the contents of CFs that are on a transaction level? Thanks, Jaime -- Network Administrator Cairo-Durham Central School District http://cns.cairodurham.org
Re: [rt-users] Show Tickets owned by a Group
On Jun 15, 2012, at 5:14 AM, Michele Pinassi wrote: > there's a way to have a "widget", in dahsboard, that shows all tickets > owned by a group ? I think that you could achieve that by building a search that achieves this and then saving the search. The saved search can then be added to the dashboard. I've done this in order to add oldest unresolved tickets and oldest unowned tickets to a dashboard, so that we can find things that can probably just be closed after sitting in the queue untouched for 8 years. You might have to tweak your permissions in order to allow saving searches and viewing saved searches. Also note the difference between individual, group, and system level dashboards and saved searches. I had to tweak things a bit in order to make it the way I wanted. Hope that helps, Jaime
Re: [rt-users] Custom fields on transactions
On Jun 15, 2012, at 2:35 AM, Robert Wysocki wrote: > Anyone, who worked on the ticket should leave a > comment/reply, so you can obtain the list of people who worked on a > ticket by parsing ticket transactions. Is there a way to get a list of tickets based on who left comments? I didn't see that in the search or chart features in the GUI. If that does exist, that would definitely be preferable. I've been looking for that in every version of RT since 2.0.x. > Therefore your CF is redundunt to built-in functionality and according > to Occam's razor you just shouldn't use it. I'll agree that it's redundant if this functionality exists in the GUI, but I haven't found it. Thanks, Jaime P.S. - As a side note, you might want to double check the definition of Occam's Razor. You seem to be using a common misinterpretation.
Re: [rt-users] Time off by several hours
On Thu, Jun 14, 2012 at 10:01 AM, Thomas Sibley wrote: > "Logged in as ..." → Settings → About Me Oh, sorry. Its currently set to "System Default". Jaime -- Network Administrator Cairo-Durham Central School District http://cns.cairodurham.org
Re: [rt-users] Time off by several hours
On Thu, Jun 14, 2012 at 9:10 AM, Thomas Sibley wrote: > This is almost certainly because a) your user doesn't have a timezone > set and your default is UTC, or b) your user has an incorrect timezone > preference set. Our email system is Google Apps for Education, so our email is effectively Gmail. Is there a known issue with that and RT? I wouldn't normally ask, but I figured someone here might be using Gmail. I'm attaching a screen shot of the only config in Google Apps that seems related to timezones. >> Did I miss a setting in RT_SiteConfig.pm? > > $Timezone? atlas:jkikpole>grep [tT]ime[Zz]one /usr/local/etc/rt40/RT_Config.pm |grep Set Set($Timezone, "US/Eastern"); dates and time are not representative. Set C<$ChartsTimezonesInDB> to 1 Set($ChartsTimezonesInDB, 0); atlas:jkikpole>grep [tT]ime[Zz]one /usr/local/etc/rt40/RT_SiteConfig.pm |grep Set Set($ChartsTimezonesInDB, 1); atlas:jkikpole> Thanks, Jaime -- Network Administrator Cairo-Durham Central School District http://cns.cairodurham.org <>
[rt-users] Custom fields on transactions
I've been using RT with various custom fields for years, but now its time to re-model those custom fields a bit. I thought that at least one of them, namely "Work By" (which includes a list of which technicians worked on the ticket), should get moved to the transaction level (vs. applying to the ticket) so that it would be easier to make data entries. Currently, I have to search for all resolved tickets and then read them and then apply the correct names. This is cumbersome. So my hope is that al the techs could just tag their own name (and the names of anyone who helped them) whenever they made a comment or reply on the ticket. So I started playing with a new custom field named "test" to see if this would work. It seems OK for entering data, but I haven't found a way to search based on that custom field. Did I miss something? Are custom fields on transactions just not very useful? What kinds of goals should they be used to meet? Any advise is appreciated. Thanks, Jaime -- Network Administrator Cairo-Durham Central School District http://cns.cairodurham.org
[rt-users] Time off by several hours
Since upgrading to RT 4.0.5, I've found that email being logged in my RT instance and then displayed in the web GUI will have the wrong time. More specifically, its off by the number of hours that my local timezone is off from UTC. So if an email comes in at 10:21:58 -0400, it will show the email as coming in at 2:22:58 PM. See attachment for a visual example. Did I miss a setting in RT_SiteConfig.pm? Thanks, Jaime -- Network Administrator Cairo-Durham Central School District http://cns.cairodurham.org <>
[rt-users] Installing ExtUtil::MakeMaker hangs
When using "make fixdeps", CPAN appears to hang on ExtUtil::MakeMaker. I know very little about CPAN and installing these things by hand. I've seen some advise on the web about disabling a line of code and then the compile works, but I don't know where to find the source code to modify. Nor do I know if this is even all that great of an idea. What happens looks like this: [...] Manifying blib/man3/CPAN::Meta::Prereqs.3 Manifying blib/man3/Version::Requirements.3 Manifying blib/man3/File::Temp.3 Manifying blib/man3/CPAN::Meta::Validator.3 Manifying blib/man3/version.3 Manifying blib/man3/ExtUtils::MM_Any.3 MSCHWERN/ExtUtils-MakeMaker-6.62.tar.gz /usr/bin/make -- OK Running make test PERL_DL_NONLAZY=1 /usr/bin/perl "-Iblib/arch" "-Iblib/lib" "-MExtUtils::Command::MM" "-e" "test_harness(0, 'blib/lib', 'blib/arch')" t/*.t t/00compile.t . ok t/arch_check.t ok t/backwards.t . ok t/basic.t . ok t/build_man.t . ok t/cd.t ok t/config.t ok t/dir_target.t ok t/FIRST_MAKEFILE.t ok t/fix_libs.t .. ok t/fixin.t . ok t/hints.t . ok t/INST.t .. ok t/INST_PREFIX.t ... ok t/INSTALL_BASE.t .. 1/20 Then it hangs there indefinitely. There is more data here: http://www.perlmonks.org/?node_id=918598 Any advise? Thanks, Jaime -- Network Administrator Cairo-Durham Central School District http://cns.cairodurham.org RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 & 6, 2012
Re: [rt-users] Upgrading from 3.4.5
On Fri, Feb 17, 2012 at 4:22 PM, Thomas Sibley wrote: > No problem. Glad to hear you're upgrading. :) You may also be > interested in > http://blog.bestpractical.com/2011/07/upgrading-to-rt-4.html which also > summarizes the things you should be aware of during an upgrade. Thanks. I was assuming I should "mysqldump > backup.sql" just to be safe. I don't run it in a VM (I've used RT since before VMs were fashionable), though. Any thoughts on the mysqldump idea? Thanks, Jaime -- Network Administrator Cairo-Durham Central School District http://cns.cairodurham.org RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 & 6, 2012
Re: [rt-users] Upgrading from 3.4.5
On Fri, Feb 17, 2012 at 2:06 PM, Thomas Sibley wrote: > Going straight to 4.0.x is fine. There are a number of important > database upgrade steps you need to do, so read all of the README and > docs/UPGRADING-3.4, docs/UPGRADING-3.6, docs/UPGRADING-3.8, > docs/UPGRADING-4.0 and docs/UPGRADING.mysql if it applies to you. Thanks! As it happens, I did notice those files. I went looking for "readmes" before bothering the list. :) Reading the files made me wonder if I should do this incrementally, though. Thanks, Thomas, for the quick and thorough answer. This is going to save me a lot of time. Jaime -- Network Administrator Cairo-Durham Central School District http://cns.cairodurham.org RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 & 6, 2012
[rt-users] Upgrading from 3.4.5
I'm currently using RT 3.4.5. I'd like to upgrade it. I was wondering if I should just go straight to 4.0.x or go to 3.6, then 3.8, and then to 4.0. What would you suggest? Thanks, Jaime -- Network Administrator Cairo-Durham Central School District http://cns.cairodurham.org RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 & 6, 2012
[rt-users] How to evaulate/track subordinate technicians?
I've been using RT for years and I'm absolutely thrilled with it.
However, the boss and I are now looking for a way to evaulate the 1st
level techs. (They're teachers, aids, etc. in our schools, actually.
This is why we need to evaluate their performance as part-time
technicians.)
In particular, we want to look at their escallation and responce rates.
We believe that they might be escallating almost everything instead of
doing any work that takes more than 5 minutes. We also suspect that
they're not checking up on the tickets on a daily basis, as they are
required to do.
Any suggestions?
All that I've come up with so far is to add a Custom Field that only the
full time techs (myself and one other guy) can view or modify and then
put "Escallated/shouldn't", "Not escallated / should have", etc. into it.
But this plan still requires us to go through every ticket and evaluate
them. So it feels very inefficient.
Any help or suggestions or even "RTFM page XX" would be appreciated.
Thanks in advance,
Jaime Kikpole
--
Network Administrator
Cairo-Durham Central School District
http://cns.cairodurham.org
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[rt-users] Old user getting Watcher messages
I have an old user, who was a Watcher on my "general" queue since version 2.0.x (we're now running 3.4.x), who should not be receiving messages any more. She still is receiving messages. I've looked at the queue's Watcher list and the global Watcher list and she isn't listed on either. Any suggestions? Jaime -- Network Administrator Cairo-Durham Central School District http://cns.cairodurham.org ___ 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
