Hi,
I need help with getting from RT the information how long a ticket
stayed in the NEW state.
We have:
Activity Reports
JS Gantt extension
but there is missing this information information.
Any idea, perhaps we could check this in data base but where ? Table ?
RT 3.8.8 Debian repository.
Started: Tue, Aug 16, 2011 3:02:18 PM
Hi,
It looks to me that Started is updated when the ticket is taken or any
transaction to the ticket. e.g. queue change
This time is not the time for first response with a requestor
Is there a recommended way to record the 'first contact/response' time
On 29 Sep 2011, at 10:26, Richard McMahon wrote:
It looks to me that Started is updated when the ticket is taken or any
transaction to the ticket. e.g. queue change
This time is not the time for first response with a requestor
Is there a recommended way to record the 'first
On Thu, Sep 29, 2011 at 1:26 PM, Richard McMahon r...@ast.cam.ac.uk wrote:
Started: Tue, Aug 16, 2011 3:02:18 PM
Hi,
It looks to me that Started is updated when the ticket is taken or any
transaction to the ticket. e.g. queue change
Started is set when status is changed from initial to any
Richard,
Is there a recommended way to record the 'first contact/response' time
without analyzing the transactions?
You can going forward , I've done something similar a while back , my
requirement were to calculate the first response time to the customer from the
ticket created time,
On Thu, Sep 29, 2011 at 1:18 PM, Adrian Stel adisa...@gmail.com wrote:
Hi,
I need help with getting from RT the information how long a ticket
stayed in the NEW state.
It's time interval between Started and Created dates.
We have:
Activity Reports
JS Gantt extension
but there is
On Thu, Sep 29, 2011 at 1:57 PM, Raed El-Hames
raed.el-ha...@daisygroupplc.com wrote:
Richard,
Is there a recommended way to record the 'first contact/response' time
without analyzing the transactions?
You can going forward , I've done something similar a while back , my
requirement were
We are using RT4.0.2, Oracle 10g and RHEL5.
RT is running fine.
I wanted to add the full text search, and this is what I got...
/home/apps/sbin/rt-setup-fulltext-index --dba system --dba-password
[Thu Sep 29 12:37:05 2011] [debug]: RT's GnuPG libraries couldn't successfully
read
Hi,
I have a scrip to to check when the ticket status changes. If I put it as
TransactionBatch mode,
each time I change the ticket status, the scrip got fired twice and there will
be dupllicated emails
sent out. I had to use TransactionBatch, since we want an email notification to
be sent out
Thanks everyone.
I'll give something like this a try and see how it goes.
Jason
On 09/29/2011 05:57 AM, Raed El-Hames wrote:
Richard,
Is there a recommended way to record the 'first contact/response' time
without analyzing the transactions?
You can going forward , I've done something
Hi,
Has anyone come up with a way to improve the look of the
Dashboard email subscription in Outlook. It appears like every email client
except Outlook displays the HTML email wonderfully, but Outlook turns it into a
mess L Tables are not lined up well, backgrounds are missing,
I am really frustrated with fetchmail. I can't get it to authenticate again
multiple pop3 mail servers. I really need the email piece/auto ticket
generation to work. Can someone provide an alternate method, the simplest
way of getting the mailgate to a point where it's functional?
--
View this
On 09/29/2011 9:41 AM, josh.cole wrote:
I am really frustrated with fetchmail. I can't get it to authenticate again
multiple pop3 mail servers. I really need the email piece/auto ticket
generation to work. Can someone provide an alternate method, the simplest
way of getting the mailgate to a
Hello Joop,
thanks a lot for this hint. This really saved my day. :)
Actually, I finally achieved what I wanted to do with the following (in case
someone else is looking
for this):
%init
return if $session{'CurrentUser'}-Privileged;
my $myskip=1;
if ( $Transaction-Type =~
On Thu, Sep 29, 2011 at 09:00:16AM -0400, Josh Narins wrote:
We are using RT4.0.2, Oracle 10g and RHEL5.
RT is running fine.
I wanted to add the full text search, and this is what I got...
The CTXAPP role is tied to the Oracle Text tool.
Do you have Oracle Text installed? If not, Oracle
On Wed, Sep 28, 2011 at 03:48:40PM -0600, Michael Morel wrote:
I have been trolling through the mailing lists for information.
I have 20 Custom Fields.
The Custom Fields are one column in the Display page for a
ticket and they show up fine for there.
Though later on it would be nice to add
On Wed, Sep 28, 2011 at 02:24:20PM -0400, Todd Chapman wrote:
It's just mis-leading and does not report write permission errors.
Please file a bug
-kevin
On Sep 28, 2011, at 1:37 PM, Kevin Falcone falc...@bestpractical.com wrote:
On Tue, Sep 27, 2011 at 08:45:24AM -0400, Todd Chapman
On Thu, Sep 29, 2011 at 11:10:20AM -0400, Xin, Qiao wrote:
Hi,
I have a scrip to to check when the ticket status changes. If I put it as
TransactionBatch mode,
each time I change the ticket status, the scrip got fired twice and there
will be dupllicated emails
sent out. I had to use
Hi,
is there a way to return from a local/html template to the original share/html
template, in case a
certain condition is met? (Please read on for more details).
With the inspiration from Joop concerning 'conditions', I found out about the
html templates in
share/html/.
I want to be able to
On Thu, Sep 29, 2011 at 12:19:22PM -0400, Christopher Lasater wrote:
Has anyone come up with a way to improve the look of the Dashboard
email subscription in Outlook. It appears like every email client
except Outlook displays the HTML email wonderfully, but Outlook turns
it into a mess L Tables
I am using 2007, and some people here have 2010. I read about the option that
pops up for 2010, but that does not really help the people using 2007. I only
saw the one post for this issue back in March and they did not seem to have
come up with a solution.
PGP.sig
Description: PGP
Lars Braeuer wrote:
Hi,
is there a way to return from a local/html template to the original share/html
template, in case a
certain condition is met? (Please read on for more details).
With the inspiration from Joop concerning 'conditions', I found out about the
html templates in
share/html/.
On Thu, Sep 29, 2011 at 02:48:03PM -0400, Christopher Lasater wrote:
I am using 2007, and some people here have 2010. I read about the option
that pops up for 2010, but that does not really help the people using 2007.
I only saw the one post for this issue back in March and they did not
On Thu, Sep 29, 2011 at 09:00:16AM -0400, Josh Narins wrote:
We are using RT4.0.2, Oracle 10g and RHEL5.
RT is running fine.
I wanted to add the full text search, and this is what I got...
The CTXAPP role is tied to the Oracle Text tool.
Do you have Oracle Text installed? If not,
Dear RT Users,
I am working on adding a some additional update capability to the
MobileUI for an RT-3.8.8 installation. With the following change
I can add Queue updating:
rt2:/rt-3.8.8/local/plugins/RT-Extension-MobileUI/html/m/ticket diff -u reply*
--- reply 2010-12-08 10:34:21.0
On Fri, Sep 30, 2011 at 12:51 AM, k...@rice.edu k...@rice.edu wrote:
Unfortunately, Hardware Platform is a CustomField and I have not been
able to get anything to work. Has anyone done this and could share a
simple template for that functionality?
You probably need
Hi,
I have the exact same problem with a very simple test-only scrip:
Condition: on a transaction
Action: user defined
Stage: TransactionBatch
Action code:
$RT::Logger-info($self-TransactionObj-Id);
Every transaction generated fires twice this scrip. If I chage the stage to
On Thu, Sep 29, 2011 at 06:39:03PM -0300, Daniel Silveira wrote:
Hi,
I have the exact same problem with a very simple test-only scrip:
Condition: on a transaction
Action: user defined
Stage: TransactionBatch
Action code:
$RT::Logger-info($self-TransactionObj-Id);
Hi folks,
I just received a few reports of users losing their correspondence when they
are working on a ticket for a large amount of time (I've heard as low as 1
hour). After they finish their reply/comment, and select Update Ticket, it'll
disappear into thin air with no error message given to
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