Re: [rt-users] Customer Centric RT?
On Montag 21 Mai 2007, Justin Brodley wrote: Has anyone done any work into making RT more customer centric? Some history to help explain what I'm looking for. Basically were an ASP hosting operation, we have hundreds of customers that pay us money to host their site. Our company has several departments that create tickets associated to each of the customers. Currently the way were managing Customer is by having them defined as a custom field and then we can write reports based off these custom fields. However, the queries we see related to custom fields have brought up concerns about scalability of CF fields. Because we have several hundred customers we have several hundred custom field values defined, in addition to some more simple selection criteria. Has anyone done any work in making a more Customer Centric version of RT? In addition to our performance concerns we need to start adding additional criteria for each customer ie, escalated customer, premier support, etc. All of these parameters get factored into our escalation scripts, our current thought is to do most of this work outside of RT and then make the customer name display as Name (P) and then parse for the () values to determine the correct ruleset. But I find this to be terribly Kludge and there should be an easier way. If anyone has any ideas or knows of any extensions to RT to help accommodate some of these needs, I'd greatly appreciate it. Justin Brodley We are currently evaluating a dedicated CRM system versus RT, since we have already running RT for other things. The main aspect that seems common to your problem to me is, that a customer (= a company) is the main object and not the person who created a ticket neither the ticket itself. Yet every contact, phone call etc will be documented by a ticket so I need to be able to search for all tickets belonging to a customer. Each ticket may have different requestors (people in my company and employees of the customer. So is somebody using RT as CRM system ? Regards Rolf Schaufelberger [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] changing logging in RT_SiteConfig.pm breaks things
I've tried to set logging to a file in RT_SiteConfig.pm but whenever I restart apache I get a 500 Internal Server Error. Set($LogToSyslog, 'debug'); Set($LogToScreen, 'error'); Set($LogToFile , undef); Set($LogDir, '/usr/local/rt-3.6.1/var/log'); Set($LogToFileNamed , rt.log);#log to rt.log I've even touched rt.log. I'm not sure though who it should belong to. I've set it to root:rt3, apache:apache...nothing works. What I've found though is that changing Set($LogToFile , undef); to anything other than undef is what breaks it. I'd like to set it to 'debug'. How do I do this without breaking RT? Mathew -- Keep up with me and what I'm up to: http://theillien.blogspot.com ___ 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] ExtractCustomFieldValue not working
After finally figuring out why I couldn't get logging to work (I guess I hadn't actually tried chowning rt.log to apache:apache), I was able to get this: [Thu May 24 08:30:11 2007] [debug]: load cf Environment (/usr/local/rt-3.6.1//lib/RT/Action/ExtractCustomFieldValues.pm:34) [Thu May 24 08:30:11 2007] [debug]: load cf done: 1 Fetched from cache (/usr/local/rt-3.6.1//lib/RT/Action/ExtractCustomFieldValues.pm:40) [Thu May 24 08:30:11 2007] [debug]: look for cf in Header Body (/usr/local/rt-3.6.1//lib/RT/Action/ExtractCustomFieldValues.pm:50) [Thu May 24 08:30:11 2007] [debug]: load cf Severity (/usr/local/rt-3.6.1//lib/RT/Action/ExtractCustomFieldValues.pm:34) [Thu May 24 08:30:11 2007] [debug]: load cf done: 1 Fetched from cache (/usr/local/rt-3.6.1//lib/RT/Action/ExtractCustomFieldValues.pm:40) [Thu May 24 08:30:11 2007] [debug]: look for cf in Header Body (/usr/local/rt-3.6.1//lib/RT/Action/ExtractCustomFieldValues.pm:50) [Thu May 24 08:30:11 2007] [debug]: About to think about scrips for transaction #635724 (/usr/local/rt-3.6.1//lib/RT/Transaction_Overlay.pm:165) [Thu May 24 08:30:11 2007] [debug]: About to prepare scrips for transaction #635724 (/usr/local/rt-3.6.1//lib/RT/Transaction_Overlay.pm:169) [Thu May 24 08:30:11 2007] [debug]: Found 2 scrips (/usr/local/rt-3.6.1//lib/RT/Scrips_Overlay.pm:363) [Thu May 24 08:30:11 2007] [debug]: About to commit scrips for transaction #635724 (/usr/local/rt-3.6.1//lib/RT/Transaction_Overlay.pm:178) [Thu May 24 08:30:11 2007] [info]: Ticket 70907 created in queue 'CustomerCare' by msnyder (/usr/local/rt-3.6.1//lib/RT/Ticket_Overlay.pm:755) It appears to tell me that it has, in fact, done what I asked it to but, when I look at the ticket, each of the CFs that I'm trying to set are still holding (no value). Keep up with me and what I'm up to: http://theillien.blogspot.com Kevin Falcone wrote: On May 23, 2007, at 5:48 AM, Mathew Snyder wrote: I've set up the ExtractCustomFieldValue on our server and have, as far as I know, configured the template and scrip as necessary. However, it isn't working. Actually, I have two for two different CFs. This are my templates: Environment|Body|CUSTOMER ENVIRONMENT\s+\[(\w+)\] and Severity|Body|SEVERITY\s+\[([1-4]\s+\-\s+.*)\] I've tested both regexes using an online tester and got the results I was looking for. However, when I create a ticket with the appropriate lines within it, nothing gets populated. My scrips look like this: Condition: On Create Action:Extract Custom Field Values Global template: ExtractEnvironment (the above template) Stage: TransactionCreate I don't have any User Defined conditions or actions except the Custom action preparation code which is simply return 1;. The scrip for the Severity field is identical except for using the different template. Anyone have an idea as to what I'm doing wrong? When you crank up your logging to debug, what do you see? ExtractCustomFieldValues 1.6 is quite chatty about what it is doing and when -kevin Mathew --Keep up with me and what I'm up to: http://theillien.blogspot.com ___ 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 ___ 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] changing logging in RT_SiteConfig.pm breaks things
Gah! I hate posting here and then figuring out the problem. It would appear I didn't, in fact, try apache:apache. It now works. Yay me. Keep up with me and what I'm up to: http://theillien.blogspot.com Mathew Snyder wrote: I've tried to set logging to a file in RT_SiteConfig.pm but whenever I restart apache I get a 500 Internal Server Error. Set($LogToSyslog, 'debug'); Set($LogToScreen, 'error'); Set($LogToFile , undef); Set($LogDir, '/usr/local/rt-3.6.1/var/log'); Set($LogToFileNamed , rt.log);#log to rt.log I've even touched rt.log. I'm not sure though who it should belong to. I've set it to root:rt3, apache:apache...nothing works. What I've found though is that changing Set($LogToFile , undef); to anything other than undef is what breaks it. I'd like to set it to 'debug'. How do I do this without breaking RT? Mathew ___ 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] Get recipient with scrip
Hi,
the correspondAddress is not what I'm searching for.
I queried the DB and saw that the information is only located in the headers.
Now I want to do something like this:
if ($self-TransactionObj-Attachments-Headers =~ m/^To: [EMAIL PROTECTED]/i){
...
}
Untortunaly I don't get a match.
Is this the right Way to Attach the Headers?
Regards
Sven
Am Montag 21 Mai 2007 19:24 schrieb Fahd Sultan:
this might help:
$self-TicketObj-QueueObj-CorrespondAddress
Sven Kloe wrote:
Hi all,
I am using a scrip which moves a new (email generated) ticket in another
queue.
This works fine if I query the Sender / Requestor, but now I have to know
the recipient the To: Field (I have several email addresses forwarded
into one of RT).
How can I access the To:-value from a scrp?
Regards,
Sven
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[rt-users] rt and ldap stopped working yesterday ?
hi I'm running rt 3.6.3 on fedora core 6 with the LDAP overlay from here http://wiki.bestpractical.com/index.cgi?LDAP It worked till yesterday at 2pm then stopped. 2 things happened yesterday - windows update kb927891 to the active dir server it binds with and yum installed updates. Now i had an older box lying about that hadn't got the yum updates and it still fails. I rolled back the update on the windows server and it still fails. The log shows 2 things that may be related - [Thu May 24 12:13:25 2007] [info]: Using LDAP External Authentication (/usr/local/rt3/local/lib/RT/User_Local.pm:101) [Thu May 24 12:13:25 2007] [critical]: LDAPAuth: Cannot connect to LDAP (/usr/local/rt3/local/lib/RT/User_Local.pm:107) [Thu May 24 12:15:02 2007] [critical]: LookupExternalUserInfo: Cannot connect to LDAP (/usr/local/rt3/local/lib/RT/EmailParser_Local.pm:50) and before that - [Wed May 23 15:02:22 2007] [warning]: Encode::Guess failed: ; fallback to iso-8859-1 (/usr/local/rt3/lib/RT/I18N.pm:414) I've also tried reinstalling that Encode::Guess module and Net::LDAP but it all still fails... anyone any ideas ? thanks Elaine ___ Yahoo! Mail is the world's favourite email. Don't settle for less, sign up for your free account today http://uk.rd.yahoo.com/evt=44106/*http://uk.docs.yahoo.com/mail/winter07.html ___ 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] ExtractCustomFieldValue not working
On May 24, 2007, at 4:33 AM, Mathew Snyder wrote: After finally figuring out why I couldn't get logging to work (I guess I hadn't actually tried chowning rt.log to apache:apache), I was able to get this: [Thu May 24 08:30:11 2007] [debug]: load cf Environment (/usr/local/rt-3.6.1//lib/RT/Action/ExtractCustomFieldValues.pm:34) [Thu May 24 08:30:11 2007] [debug]: load cf done: 1 Fetched from cache (/usr/local/rt-3.6.1//lib/RT/Action/ExtractCustomFieldValues.pm:40) [Thu May 24 08:30:11 2007] [debug]: look for cf in Header Body The key is this log message. look for cf in Header Body If it was looking for your data in the body of the email it just would have logged look for match in Body It is trying to match Body against the regexp /^body$/i You don't want the double quotes. -kevin (/usr/local/rt-3.6.1//lib/RT/Action/ExtractCustomFieldValues.pm:50) [Thu May 24 08:30:11 2007] [debug]: load cf Severity (/usr/local/rt-3.6.1//lib/RT/Action/ExtractCustomFieldValues.pm:34) [Thu May 24 08:30:11 2007] [debug]: load cf done: 1 Fetched from cache (/usr/local/rt-3.6.1//lib/RT/Action/ExtractCustomFieldValues.pm:40) [Thu May 24 08:30:11 2007] [debug]: look for cf in Header Body (/usr/local/rt-3.6.1//lib/RT/Action/ExtractCustomFieldValues.pm:50) [Thu May 24 08:30:11 2007] [debug]: About to think about scrips for transaction #635724 (/usr/local/rt-3.6.1//lib/RT/Transaction_Overlay.pm:165) [Thu May 24 08:30:11 2007] [debug]: About to prepare scrips for transaction #635724 (/usr/local/rt-3.6.1//lib/RT/Transaction_Overlay.pm:169) [Thu May 24 08:30:11 2007] [debug]: Found 2 scrips (/usr/local/rt-3.6.1//lib/RT/Scrips_Overlay.pm:363) [Thu May 24 08:30:11 2007] [debug]: About to commit scrips for transaction #635724 (/usr/local/rt-3.6.1//lib/RT/Transaction_Overlay.pm:178) [Thu May 24 08:30:11 2007] [info]: Ticket 70907 created in queue 'CustomerCare' by msnyder (/usr/local/rt-3.6.1//lib/RT/Ticket_Overlay.pm:755) It appears to tell me that it has, in fact, done what I asked it to but, when I look at the ticket, each of the CFs that I'm trying to set are still holding (no value). Keep up with me and what I'm up to: http://theillien.blogspot.com Kevin Falcone wrote: On May 23, 2007, at 5:48 AM, Mathew Snyder wrote: I've set up the ExtractCustomFieldValue on our server and have, as far as I know, configured the template and scrip as necessary. However, it isn't working. Actually, I have two for two different CFs. This are my templates: Environment|Body|CUSTOMER ENVIRONMENT\s+\[(\w+)\] and Severity|Body|SEVERITY\s+\[([1-4]\s+\-\s+.*)\] I've tested both regexes using an online tester and got the results I was looking for. However, when I create a ticket with the appropriate lines within it, nothing gets populated. My scrips look like this: Condition: On Create Action:Extract Custom Field Values Global template: ExtractEnvironment (the above template) Stage: TransactionCreate I don't have any User Defined conditions or actions except the Custom action preparation code which is simply return 1;. The scrip for the Severity field is identical except for using the different template. Anyone have an idea as to what I'm doing wrong? When you crank up your logging to debug, what do you see? ExtractCustomFieldValues 1.6 is quite chatty about what it is doing and when -kevin Mathew --Keep up with me and what I'm up to: http://theillien.blogspot.com ___ 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 ___ 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] ExtractCustomFieldValue not working
Hello, --Am 24. Mai 2007 08:06:59 -0400 schrieb Kevin Falcone [EMAIL PROTECTED]: It is trying to match Body against the regexp /^body$/i You don't want the double quotes. just write Body nothing else, so your example line says: Severity|Body|SEVERITY\s+\[([1-4]\s+\-\s+.*)\] Regards, Dirk. -- Dr. Dirk Pape (eAS - Projektleitung Campus Management) Freie Universitaet Berlin Grunewaldstr. 34a, 12165 Berlin Tel. +49 (0)30 838 75143, Fax. +49 (0)30 838 54654 ___ 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] ExtractCustomFieldValue not working
Yeah, I had figured that out after I figured out why I couldn't get the logging to work. I though I had posted about it but either it got lost at the post office or I never actually sent it. Thanks though :) Mathew Dirk Pape wrote: Hello, --Am 24. Mai 2007 08:06:59 -0400 schrieb Kevin Falcone [EMAIL PROTECTED]: It is trying to match Body against the regexp /^body$/i You don't want the double quotes. just write Body nothing else, so your example line says: Severity|Body|SEVERITY\s+\[([1-4]\s+\-\s+.*)\] Regards, Dirk. ___ 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] Customer Centric RT?
We are currently evaluating a dedicated CRM system versus RT, since we have already running RT for other things. The main aspect that seems common to your problem to me is, that a customer (= a company) is the main object and not the person who created a ticket neither the ticket itself. Yet every contact, phone call etc will be documented by a ticket so I need to be able to search for all tickets belonging to a customer. Each ticket may have different requestors (people in my company and employees of the customer. So is somebody using RT as CRM system ? Would it be adequate to create a special RT user for each customer? Then you attach that user to a ticket as a CC. You still have individual requestors, owners, and so on. But you can easily get reports of all tickets relating to given customer. (And you can even have a single ticket be related to multiple customers.) Some variations: 1. Create a Group for each Customer (instead of, or in addition to, the special Customer User.) You can assign the group as a CC watcher on a ticket. This will enable you to put the representatives of a Customer in that Group. With a little bit of scrip'ing, if repA from Customer2 sends in a ticket, you would automatically CC Customer_Group2, which would notify repB and repC, who are in that group. It would even be possible to have a real user be a member of multiple Customer Groups. This might be useful if you have a consultant assigned to specific Customers. (You might have to hack RT a little to allow non-privileged users to be in groups. Or better, make everyone privileged, but reserve real privilege for consultants to other special consultant groups.) 2. It was suggested to add a new role. You might create a Customer role, to stand out a bit visually from CC or AdminCC, but for the most part, do the same thing. 3. Note that you can make custom fields that apply to a user rather than a ticket. That should let you tag a Customer as premium service or whatnot. You can also add comments to a User. bobg ___ 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] Error adding scrip to queue
I just upgraded our RT install from 3.6.1 to 3.6.3. I am now getting an
error when trying to add a Scrip for a queue.
I go to Configuration - Queues - Service - Scrips - New scrip.
I then get this error:
error: no such method 'Process' for component
/Admin/Elements/EditScrip [standard]
context:
...
74: },
75: };
76:
77: my $scrip = RT::Scrip-new( $session{'CurrentUser'} );
78: ($id, my @results) = $m-comp(
'/Admin/Elements/EditScrip:Process', %ARGS );
79:
80: if ( $id ) {
81: $current_subtab = Admin/Queues/Scrip.html?id=$idQueue=.
$QueueObj-id;
82: $title = loc(Modify a scrip for queue [_1], $QueueObj-Name);
...
code stack: /opt/rt3/share/html/Admin/Queues/Scrip.html:78
/opt/rt3/share/html/Admin/autohandler:47
/opt/rt3/share/html/autohandler:279
If I add a global scrip it works fine.
Has anyone seen this error, or have any ideas how to fix it?
Thanks for any help!!
--
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Network Engineer
ASON,Inc.
(717) 757-2414 x22
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[rt-users] Programmatically Sending Emails
Does anyone know if its possible to send an email from within a form? I am updating several items on a ticket and I want to send one email with all of this information, including a comment. The problem is, the only way to identify, via a scrip, that this change occurred is to watch a custom field change...however, I can't get to the content of the comment if I do this. So, I would like to create the email in my form and have it sent out that way. Is this possible? -Stark ___ 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] Programmatically Sending Emails
This is probably a good candidate for a TransactionBatch (rather than TransactionCreate) scrip; it lets you access all the transactions for a specific event in a single scrip/template. From within your template you cycle through each transaction, grab what you need from each transaction, then build the mail using that collected data. There are usable examples of this in The Book and on the wiki. Regards, Gene At 07:52 AM 5/24/2007, Jeff Stark wrote: Does anyone know if its possible to send an email from within a form? I am updating several items on a ticket and I want to send one email with all of this information, including a comment. The problem is, the only way to identify, via a scrip, that this change occurred is to watch a custom field change...however, I can't get to the content of the comment if I do this. So, I would like to create the email in my form and have it sent out that way. Is this possible? -Stark -- Gene LeDuc, GSEC Security Analyst San Diego State University ___ 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] Programmatically Sending Emails
Thanks...I will give it a try. -Stark From: Gene LeDuc [mailto:[EMAIL PROTECTED] Sent: Thu 5/24/2007 12:18 PM To: Jeff Stark Cc: rt-users Subject: Re: [rt-users] Programmatically Sending Emails This is probably a good candidate for a TransactionBatch (rather than TransactionCreate) scrip; it lets you access all the transactions for a specific event in a single scrip/template. From within your template you cycle through each transaction, grab what you need from each transaction, then build the mail using that collected data. There are usable examples of this in The Book and on the wiki. Regards, Gene At 07:52 AM 5/24/2007, Jeff Stark wrote: Does anyone know if its possible to send an email from within a form? I am updating several items on a ticket and I want to send one email with all of this information, including a comment. The problem is, the only way to identify, via a scrip, that this change occurred is to watch a custom field change...however, I can't get to the content of the comment if I do this. So, I would like to create the email in my form and have it sent out that way. Is this possible? -Stark -- Gene LeDuc, GSEC Security Analyst San Diego State University ___ 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] no emails sent when 'reply'ing (aka corresponding) to a ticket
rt 3.6.3 installed from tarball from bestpractical's site on ubuntu v6.10 with perl v5.8.8. when a user clicks 'reply' to a ticket, or to a comment on a ticket, the 'reply' gets properly recorded and associated with the ticket, but email is not sent to the owner or requester. I haven't messed with any scrips. Email does work on the server, but /var/log/mail.* on the server indicate that no email is attempted to be sent when i do a 'reply'. ~rt/var/log/rt.log contains nothing that obviously explains the failure to send email, but does get lines like this when a 'reply' is done: Scrip Prepare 8 died. - Undefined subroutine Scalar::Util::weaken called at /usr/local/rt/lib/RT/Action/Generic.pm line 107. Are those errors really associated with the failure to send email? If so, the following urls say that I should rebuild perl wish xs support: http://www.xray.mpe.mpg.de/mailing-lists/perl5-porters/2006-05/msg00796.html https://bugs.launchpad.net/ubuntu/+source/perl/+bug/46281 http://www.mail-archive.com/debian-bugs-dist% 40lists.debian.org/msg195610.html I tried to do so unsuccessfully: 1) i downloaded perl from perl.com, built it, and installed it in /usr/local/bin, which comes before /usr/bin in my path. Restarted apache, but problem persisted. 2) rebuilt perl after applying the patch from the 3rd url above; reinstalled perl; restarte apache, but problem persisted (and the newly installed Scalar/Util.pm still didn't have a weaken() sub defined). If this is the right track, can someone explain how I should rebuild perl so that the Scalar::Util::weaken() sub is defined? Thanks, Jon ___ 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] no emails sent when 'reply'ing (aka corresponding) to a ticket
On May 24, 2007, at 1:21 PM, Jonathan C. Detert wrote: If this is the right track, can someone explain how I should rebuild perl so that the Scalar::Util::weaken() sub is defined? you don't need to rebuild perl, you just need a working Scalar::Util perl -MCPAN -e'install Scalar::Util' should help -kevin ___ 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] no emails sent when 'reply'ing (aka corresponding) to a ticket
On Thu, 2007-05-24 at 15:44 -0400, Kevin Falcone wrote: On May 24, 2007, at 1:21 PM, Jonathan C. Detert wrote: If this is the right track, can someone explain how I should rebuild perl so that the Scalar::Util::weaken() sub is defined? you don't need to rebuild perl, you just need a working Scalar::Util perl -MCPAN -e'install Scalar::Util' I forgot to mention that I'd already tried that to no avail. I just did it again and did a diff between the Scalar/Util.pm that was installed as part of the Ubuntu deb, and the Scalar/Util.pm that I installed from CPAN. The only diffs were: 1) the CPAN version has a bunch more pod stuff within it and 2) the CPAN version is 1.19, as opposed to 1.18. So, I'm still in the same broken state. Btw, neither perl installed by distributor package on Debian testing, nor on Centos 4.4, has Scalar/Util.pm with a weaken() sub defined in it (at least as far as I can see). Any other ideas? Thanks, Jon should help -kevin ___ 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] Date-Field in Mails changing
I noticed a discrepancy with e-mail dates in 3.6.1 also - I was told to update to 3.6.3 and the issue went away. I think they switched to a different module for doing e-mail dates. As I recall, the problem we had was that e-mails would always go out with UTC dates (but labeled as local) regardless of the TimeZone setting. Or something like that.. At 02:08 PM 5/24/2007, [EMAIL PROTECTED] wrote: I installed RT 3.6.1 on debian etch a few day ago. One problem I still cannot figure out is the fact that the date field in _some_ ticket-mail is somehow wrong. In let's say half the cases the date format uses the german short form of Thursday apparently. So I cannot sort the mails via date because all clients say that the date is unknown. Subject: [rt.xxx.de #77] AutoReply: asdfas Sender: www-data [EMAIL PROTECTED] Date: Do, 24 Mai 2007 21:47:43 +0200 in all other cases the date has the correct english day of week. Subject: [rt.xxx.de #78] AutoReply: asd Sender: www-data [EMAIL PROTECTED] Date: Thu, 24 May 2007 21:49:55 +0200 But it seems totally random which date format is used no matter how the mail is generated, via webinterface or email-client. Could somebody please give a hint? yours Dirk ___ 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 -- Gene LeDuc, GSEC Security Analyst San Diego State University ___ 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] RT 4
On 02/05/2007, at 3:24 AM, Jesse Vincent wrote: If, for the sake of argument, Best Practical were to rewrite RT, what would you want to see in the new product? Think big. Jesse Whilst we haven't had anything wrong with RT, the 'powers from above' are evaluating other products and looking to move away from RT (oh no!) to a more integrated solution. Therefore our requirements would be: - Customer database and the ability to track tickets per customer - Extended time tracking: start/stop tracking time against a ticket then report on time spent per customer Thanks. -- Tom Lanyon Systems Administrator NetSpot Pty Ltd ___ 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] RT 4
Tom Lanyon wrote: On 02/05/2007, at 3:24 AM, Jesse Vincent wrote: If, for the sake of argument, Best Practical were to rewrite RT, what would you want to see in the new product? Think big. Jesse Whilst we haven't had anything wrong with RT, the 'powers from above' are evaluating other products and looking to move away from RT (oh no!) to a more integrated solution. Therefore our requirements would be: - Customer database and the ability to track tickets per customer But this is what RT does anyway - Extended time tracking: start/stop tracking time against a ticket then report on time spent per customer While it would be nice to see this integrated as part of a more robust reporting feature, we took matter into our own hands and wrote scripts which simply use the the RT API to gather the data needed, manipulate and format it and email the results to the powers that be. Thanks. -- Tom Lanyon Systems Administrator NetSpot Pty Ltd ___ 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] RT 4
-Original Message- From: [EMAIL PROTECTED] [mailto:rt-users- [EMAIL PROTECTED] On Behalf Of Mathew Snyder Sent: Thursday, May 24, 2007 8:40 PM To: Tom Lanyon Cc: RT Users Subject: Re: [rt-users] RT 4 Tom Lanyon wrote: On 02/05/2007, at 3:24 AM, Jesse Vincent wrote: If, for the sake of argument, Best Practical were to rewrite RT, what would you want to see in the new product? Think big. Jesse Whilst we haven't had anything wrong with RT, the 'powers from above' are evaluating other products and looking to move away from RT (oh no!) to a more integrated solution. Therefore our requirements would be: - Customer database and the ability to track tickets per customer But this is what RT does anyway No, it doesn't. It tracks by a user. Customers (often) have many users. This is (to me) the same thing as discussed in the Customer Centric RT thread recently. For instance, our customers may have several installations of our product, on various operating systems, with various backend databases. Rather than having to capture this data in every ticket, it would be much better to have it in an Organization Record, that might include such things as the list of users authorized to open support tickets, an escalation path, people responsible for purchasing and so on. Realistically, this may best be handled by adding a User Custom Field that refers to an external customer information database. However, having all (or at least most) of that information on the ticket screen would be preferable, and being able to search for all tickets by all users for a certain customer is an absolute requirement. -Kelly - Extended time tracking: start/stop tracking time against a ticket then report on time spent per customer While it would be nice to see this integrated as part of a more robust reporting feature, we took matter into our own hands and wrote scripts which simply use the the RT API to gather the data needed, manipulate and format it and email the results to the powers that be. Thanks. -- Tom Lanyon Systems Administrator NetSpot Pty Ltd ___ 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] Editing saved searches
Under Quick Search each of our queues is listed. The each have a search associated with them so all one has to do is click on the link and be taken to search results containing all tickets within the queue. This is, of course, standard for any RT installation. However, I've added a custom status that I need to include in these links/searches. So how do I edit the saved searches for Quick Search? I've not seen where this needs to be done. -- Keep up with me and what I'm up to: http://theillien.blogspot.com ___ 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] RT 4
On 25/05/2007, at 11:10 AM, Mathew Snyder wrote: - Customer database and the ability to track tickets per customer But this is what RT does anyway RT is currently *not* a customer database, it is a ticketing system. We are getting pressured to move to systems like NetSuite or SugarCRM because they have built in ticketing systems providing similar functionality to RT and also manage all of the customer information and relations. ___ 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] RT 4
On 25/05/2007, at 11:27 AM, Kelly F. Hickel wrote: No, it doesn't. It tracks by a user. Customers (often) have many users. This is (to me) the same thing as discussed in the Customer Centric RT thread recently. For instance, our customers may have several installations of our product, on various operating systems, with various backend databases. Rather than having to capture this data in every ticket, it would be much better to have it in an Organization Record, that might include such things as the list of users authorized to open support tickets, an escalation path, people responsible for purchasing and so on. Realistically, this may best be handled by adding a User Custom Field that refers to an external customer information database. However, having all (or at least most) of that information on the ticket screen would be preferable, and being able to search for all tickets by all users for a certain customer is an absolute requirement. -Kelly Correct. I presented the option of having a 'client' custom field which references the client in an external customer information database, however the general response is 'why would we do that when we can move to a system with it all built in?'. Even though we can customise RT to the level that it is 'almost' one system, there are other systems out there which 'do it all'. Perhaps an expansion of RT's extension capabilities to make it easier to write an RT customer relation management extension, for example, would be a better project... ___ 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] RT 4
It almost sounds like RT needs a CRM addon, similar to RTFM or AT... I think AT can serve as a starting point for this, from what I've seen it do...Only define Customers instead of Assets. Thanks ! Sal Baytalskiy DBG CTO Middleware 201-469-8459 [EMAIL PROTECTED] -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Tom Lanyon Sent: Thursday, May 24, 2007 10:02 PM To: Mathew Snyder Cc: RT Users Subject: Re: [rt-users] RT 4 On 25/05/2007, at 11:10 AM, Mathew Snyder wrote: - Customer database and the ability to track tickets per customer But this is what RT does anyway RT is currently *not* a customer database, it is a ticketing system. We are getting pressured to move to systems like NetSuite or SugarCRM because they have built in ticketing systems providing similar functionality to RT and also manage all of the customer information and relations. ___ 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 ___ 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
