Dear All
Sorry to bother this list - the problem was a setting in Eudora email
client - the Date Display was set to "Localtime" but should be Senders
Timezone.
Only after getting access to the users laptop was I able fix the "problem"
- I wonder why the user never noticed it before.
Thanks
Steph
Hi, we are currently evaluating rt as a replacement for an in-house developed
ticket system.
One part of our current system that I'd like to try to replicate is a hierarchy
of categories that we use to track issues with.
Here is a quick example - if a Level 1 category contained Network, the L
On Feb 5, 2008 9:36 AM, Kenneth Marshall wrote:
> On Tue, Feb 05, 2008 at 09:24:07AM -0500, Rob Ansaldo wrote:
> > On Feb 4, 2008, at 3:34 PM, Jesse Vincent wrote:
> > > On Feb 4, 2008, at 2:37 PM, Rob Ansaldo wrote:
> > >
> > > > We're testing an upgrade from 3.6.4 to 3.6.6 and have noticed
that
Found it ...
my bad...( more learning )
In /opt/rt3/RT_Config.pm
had this line set incorrectly...
Set($UseFriendlyFromLine , 0);
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Commer
I like that one a lot. That would be great report for me to use here at
work.
Greg Evans
_
From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf Of Traiano
Welcome
Sent: Thursday, February 14, 2008 7:10 AM
To: Jesse Vincent
Cc: Users rt-Users
Subject: Re: [rt-users] RT Reporting
Hello all,
I was just wondering if, when replying to a ticket, text can be pulled
into the message field automatically. What I'd like to do is include
the Resolved template's "According to our records..." message in the
field by default, to state explicitly that the issue is closed, and
then type
>From our Helpdesk:
To be able to report on the custom fields and their breakdowns. For
example we have:
Help Requests -> email related
-> telecomm
-> printers
Work Orders -> email related
-> telecomm
Help..
I don't know how , but i broke it...
I send a new request via email to a Queue [EMAIL PROTECTED]
Ticket is received O.k. in RT...
I get my autoreply message and the FROM: has the proper Queue name ( good )
I reply to the the autoreply message( good)
I use the RT gui and
Historical looking reports:
-Status History per ticket (Default new->open->stalled->resolved)
-Geneology (show the status history of a ticket along with it's nested
children & grand children or other dependancy tickets (great for
tracking approvals!))
-A report that spits out the history of a ti
On Wed, 2008-02-13 at 14:15 -0600, Kenneth Marshall wrote:
> On Wed, Feb 13, 2008 at 02:20:16PM -0500, James Pifer wrote:
> > We currently use Remedy and it's in need of an upgrade.If you know
> > anything about Remedy you know that can be extremely costly. I'm trying
> > to look at other Helpdesk
At Thursday 2/14/2008 09:52 AM, Jesse Vincent wrote:
>Hi Everybody,
>
>What reporting and statistics do you want to get out of RT?
- Reporting by requestor metadata (e.g. Organization). QB allows for
filtering, but not for including these fields in the result set.
- Various time-period measuremen
Jesse Vincent wrote:
> Hi Everybody,
>
> I have an RT hacker working on a new, expanded reporting tool for RT.
> While I can't promise that we'll implement _every_ report you want, we
> could really use your wishlists.
>
> What reporting and statistics do you want to get out of RT?
This is
Hi Stephen,
I think the bug was in 3.6.1. You probably compensated for it somehow and
now it's working the way it should. The reason I'm suggesting this is that
when I first installed RT it was 3.6.1, and there was a timezone
discrepancy with the time that was being applied to outgoing e-mail
Ability to generate reports on tickets history.
For instance:
1- How much time a staff member worked on all tickets in the last month.
2- All open tickets which were replied from Jan to Mar.
3- All open tickets with specific custom field that was changed from Sep to Dec.
4- Who was the owner of Tic
Oooo! Cool, thanks! :-)
T.
On Thu, Feb 14, 2008 at 5:23 PM, Ruslan Zakirov <[EMAIL PROTECTED]>
wrote:
> Afaiu it's in RT already :)
>
> Tickets -> build search with defined queue condition -> show results
> -> chart grouped by custom field xxx -> go
>
> On Thu, Feb 14, 2008 at 6:10 PM, Traiano
Afaiu it's in RT already :)
Tickets -> build search with defined queue condition -> show results
-> chart grouped by custom field xxx -> go
On Thu, Feb 14, 2008 at 6:10 PM, Traiano Welcome <[EMAIL PROTECTED]> wrote:
> Problem Trending :-)
>
> I understand the difficulties of implementing this, n
Problem Trending :-)
I understand the difficulties of implementing this, not least that problem
categories vary in definition from company to company, but basically: A
report based on a custom fields in a ticket, where the organisation creates
a custom field for problem categories and then draws
Hi Everybody,
I have an RT hacker working on a new, expanded reporting tool for RT.
While I can't promise that we'll implement _every_ report you want, we
could really use your wishlists.
What reporting and statistics do you want to get out of RT?
_
Hello, dear RT user,
I'm proud to announce our new extension that would allow you to
mainatain Due dates of tickets in semi-automatic way.
Features:
* multiple levels of service
* per queue default levels of service
* resolve or/and response deadlines
* multiple business hours sets
* out of hours
I understand that the right to modify users shouldn't be given to anyone
but sysadmins, but being able to see user details is something we'd find
pretty useful.
Has anyone found a way to implement a "ShowUsers" right or something
similar?
Paul Goffin
This email message may contain privilege
I extracted sql query ( 'CF.{Approval}' LIKE '1. Pending' ) :
SELECT COUNT(DISTINCT main.id) FROM (((Tickets main LEFT JOIN
ObjectCustomFields ObjectCustomFields_1 ON ((ObjectCustomFields_1.ObjectId
= '0')) AND( ObjectCustomFields_1.ObjectId = main.Queue)) LEFT JOIN
CustomFields CustomFields_2
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