Re: [rt-users] How to initiate a ticket in request tracker for an external supplier
On Fri, Aug 26, 2011 at 10:08:21AM -0400, Gilbert Rebeiro wrote: Is this too obvious? The needs are to initiate a ticket (email) that doesn't send an autoreply but is an email with the request showing the proper ticket number in subject line. This would then be sent to the organization (email address) that needs to perform the task: This way we can track the open task. We can have updates populate the ticket when they reply to the email. A RT user would be the requester in this case Is anyone doing this? There must be a way. I would try installing the command by mail extention for RT and using the: AddCc: address Add new Cc watcher using the email address command to add the email address of the vendor. I think the AddCc occurs before the email notifications are sent. So if you use the reply address with the normal notification scrips it should work. This will result in an autoreply to the person opening the ticket, but I think you want that as confirmation that the ticket was opened and properly processed. -- -- rouilj John Rouillard System Administrator Renesys Corporation 603-244-9084 (cell) 603-643-9300 x 111 RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] tracking tickets which have been replied to?
On Wed, Feb 11, 2009 at 02:17:45PM -0800, Jo Rhett wrote: Okay, this is so obvious of a requirement in a ticket system that I've been spinning in circles assuming I'm overlooking something. However, I haven't found it, so could someone please clue me in how to do this? Ticket opened by a customer - needs response Ticket replied to by helpdesk - has been handled Ticket replied to by a customer - needs response again Unfortunately, I see nothing in RT which will highlight that message and bring it up on anyone's screen as needing action. Yes, an e-mail will go out. But I'm looking for the following kind of things: 1. If not responded to within a given period, unassign from owner and/ or escalate in some visible fashion 2. Bring it to the top of everyone's list as needing action. I'm guessing that the solution will rely on something like this: A) A global script to lower priority on Comment or Correspondence (or Resolve) below a certain number B) A global script to raise priority on update from customer above that certain number C) An rt-crontool script to annoy people about priority certain number unanswered tickets Has anyone else already run down this road? Not exactly what you are looking for, but I set the status to stalled when I am waiting for input from the user. Then the default global script: On Correspond Open Tickets with template Blank will open the ticket again when the user (or anybody else) responds normally (as opposed to responding with a comment). A canned search for open tickets sorted by last updated time should bubble it to the top of the list. I have such a bookmarked search running as my status display every 10 minutes or so. -- -- rouilj John Rouillard System Administrator Renesys Corporation 603-244-9084 (cell) 603-643-9300 x 111 ___ 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
Re: [rt-users] Editing Comments or Replies
eOn Wed, Sep 03, 2008 at 11:31:02AM -0400, Alan Cheng wrote: This RT user of ours used a different open source ticketing system before. That system allows modifications to the Summary (almost equivalent to the email Subject:), Note and Description. With this feature the user found it easy to update a ticket for future search without sifting through all the comments. I believe the system logs the modifications so we know which user touched the Summary I guess. But I don't believe it records exactly what changes were made so this still isn't good enough for auditing purpose... Will modifying the email subject line for a RT ticket break all the links (data, attachments, etc...)? Just curious... I claim it shouldn't have any effect except that email messages coming in with just the subject (but no ticket identifier) that could be matched to the ticket's subject field won't be. But I think that feature is only in the more recent RT's. However, what I suggest is a custom summary/checklist text field. In my (old version) of rt, the best I can do is an enter multiple values custom field, which kind of bites for this purpose as it keeps merging all the lines, but yours may operate better. I implemented something similar for roundup's sysadmin tracker a while back. It's useful for keeping things like other ticket/case numbers from vendors, keywords for searching, checklists of open tasks up to date. -- -- rouilj John Rouillard System Administrator Renesys Corporation 603-244-9084 (cell) 603-643-9300 x 111 ___ 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] Sharing a custom field between two queues
On Mon, Dec 31, 2007 at 09:06:23AM -0800, Gene LeDuc wrote: At 04:10 PM 12/21/2007, John Rouillard wrote: Hi all: I have two queues with a custom field called assets. If a ticket is in queue A, and I fill in the assets field it works fine as long as the ticket stays in queue A. When I move the ticket to queue B, the assets field is empty. If I move it back to queue A the field is once again filled. We have to change the queue of a ticket as part of the workflow. I saw that custom fields can be defined globally, but just two queues of some 20 queues on our RT installation should have an assets custom field. I've set up queues (in v3.6.3) that share custom fields and had it work fine. As I recall, you create the custom field globally and then assign it to whatever queues you want. Ok, I am using 3.2.2 and defining it globally, adds it for all queues. There is no way to assign it to a queue. So guess I am out of luck until I can upgrade. Thanks for you help. -- -- rouilj John Rouillard System Administrator Renesys Corporation 603-643-9300 x 111 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. 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] Sharing a custom field between two queues
Hi all: I have two queues with a custom field called assets. If a ticket is in queue A, and I fill in the assets field it works fine as long as the ticket stays in queue A. When I move the ticket to queue B, the assets field is empty. If I move it back to queue A the field is once again filled. We have to change the queue of a ticket as part of the workflow. I saw that custom fields can be defined globally, but just two queues of some 20 queues on our RT installation should have an assets custom field. I am running RT 3.2.2, is this the way it's supposed to work, or is it broken in 3.2.2? Is there some way to tell RT that the assets field of queue A and the assets field of queue B are the same field? -- -- rouilj John Rouillard System Administrator Renesys Corporation 603-643-9300 x 111 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. 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] Automatic ticket resolution
On Mon, Aug 07, 2006 at 03:23:42PM -0500, Bryce Porter wrote: I was wondering if it's possible to set a ticket to resolve itself automatically after a given timeframe expires. For example, I've placed tickets with some of my vendors, and they always tell me we'll keep this ticket open for 24 hours just in case you want to re- explore this issue or something similar. Any ideas? Well, in a tracker I did for roundup, I just added a date and action (state field) so that you coul specify a date on which the state (and an optional message) were appended to the ticket. Then I used a cron job to scan for dates that matched the current day and executed the actions. Something similar could be done in rt by adding a couple of custom fields. It's sort of the same idea as escallation. Set the fields and have an external cron job perform the action. I don't know of anything ready out of the box though. -- -- rouilj John Rouillard System Administrator Renesys Corporation 603-643-9300 x 111 ___ 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
