Re: [rt-users] When replying to a new ticket a new ticket get created

[Chris McClement]

Hi Martin

I think the problem might be that you are using non-English characters in
the ticket identifier. In New Zealand, Maori words have some special
characters called macrons. They are used with vowels to specify the length
of the vowel sound.

Our service is called "Kotui" but there is meant to be a macron over the
"o" so it is spelled like: Kōtui.

When I first set up our queues, I used the correct, macron-using spelling
in the ticket identifier (e.g. [Kōtui Support ID #12345]), but this results
in all replies generating new tickets instead of being added to existing
tickets. The problem went away when I reverted to using the standard "o"
without a macron.

Regards,
Chris

On Wed, 18 Jan 2017 at 05:25 Martin Petersson  wrote:

> Well i have looked at the rights. I have created a group called support
> and gave all the necessary access and for the group All in general rights i
> gave them access to everything, comment, register new tickets, create
> tickets and so on.
>
> Really strange, anyone have any more ideas?
>
>
> *Martin Petersson*
> *IT-Konsult*
>
> *+46 (0)522 980 28*, mar...@uanet.se, www.uanet.se
> Gustaf Mattssons Väg 2, 451 50 Uddevalla, Orgnr: 556702-4095
>
> [image: logo-uanet-email.jpg]
> 
> 
>
> 16 jan. 2017 kl. 16:03 skrev Alex Hall :
>
> That looks fine to me, though I'm no expert. I definitely don't see
> anything that would cause email replies to turn into new tickets. My only
> other idea is a rights problem, but I don't know RT well enough to know if
> it's even possible.
>
> My thought is that the users emailing replies don't have permission to
> comment or correspond on the tickets in question, so RT is making new
> tickets instead. But again, I don't know RT enough to say whether it would
> do that or not. It's just a thought. Still, it might be worth checking the
> rights, unless and until someone with more experience can help.
>
> On Mon, Jan 16, 2017 at 9:25 AM, Martin Petersson  wrote:
>
> Yes here it is:
> I have no files in RT_SiteConfig.d/
>
> #
> # To include a directive here, just copy the equivalent statement
> # from RT_Config.pm and change the value. We've included a single
> # sample value below.
> #
> # If this file includes non-ASCII characters, it must be encoded in
> # UTF-8.
> #
> # This file is actually a perl module, so you can include valid
> # perl code, as well.
> #
> # The converse is also true, if this file isn't valid perl, you're
> # going to run into trouble. To check your SiteConfig file, use
> # this command:
> #
> #   perl -c /path/to/your/etc/RT_SiteConfig.pm
> #
> # You must restart your webserver after making changes to this file.
> #
>
> # You may also split settings into separate files under the
> etc/RT_SiteConfig.d/
> # directory.  All files ending in ".pm" will be parsed, in alphabetical
> order,
> # after this file is loaded.
>
> Set( $rtname, 'uanet.se');
> Set( $Organization, 'uanet.se');
> Set( $Timezone, 'Europe/Stockholm');
> Set( $WebDomain, 'help.uanet.se');
> Set( $WebPort, 443);
> Set( $WebPath, '');
> Set( $DatabasePassword, ’secret');
> Set($CorrespondAddress , ’supp...@uanet.se');
> Set($CommentAddress , 'support-comm...@uanet.se');
> Set(@ReferrerWhitelist, qw(helpdesk.uanet.se:443  helpdesk.uanet.se:80
> ));
> # You must install Plugins on your own, this is only an example
> # of the correct syntax to use when activating them:
> # Plugin( "RT::Authen::ExternalAuth" );
> #Plugin('RT::Extension::SLA');
> #Plugin('RT::Extension::CommandByMail');
> #Set(@MailPlugins, qw(Auth::MailFrom Action::CommandByMail));
> 1;
>
>
> *Martin Petersson*
> *IT-Konsult*
>
> *+46 (0)522 980 28*, mar...@uanet.se, www.uanet.se
> Gustaf Mattssons Väg 2, 451 50 Uddevalla, Orgnr: 556702-4095
>
> 
> 
> 
>
>
> 16 jan. 2017 kl. 15:19 skrev Alex Hall :
>
> Yes, the regexp would be in there if you've modified it. Can you just post
> your entire RT_SiteConfig.pm file (or files if you're using files inside
> RT_SiteConfig.d)? That might be the best way for us to see what you're
> working with.
>
> On Mon, Jan 16, 2017 at 9:14 AM, Martin Petersson  wrote:
>
> Hello,
>
> Thank you for your answer.
> Should $EmailSubjectTagRegex be in RT_SiteConfig.pm?
>
> I have renamed the RT site, could that cause anything?
>
>
> *Martin Petersson*
> *IT-Konsult*
>
> *+46 (0)522 980 28*, mar...@uanet.se, www.uanet.se
> Gustaf Mattssons Väg 2, 451 50 Uddevalla, Orgnr: 556702-4095
>
> 
> 
> 
>
> 16 jan. 2017 kl. 15:00 skrev Alex Hall :
>
> My first thought is that you've modified your $EmailSubjectTagRegex
> setting. If you have, there may be a mistake in that which is causing a
> problem. If you have changed it, can you give us its current value? Or
> disable the change and see if replies start working 

Re: [rt-users] Possible to chnage owner WITHOUT updating ticket?

[chrisis]

Why do you want to re-assign at all?

Assigning an Owner is a mechanism for ensuring that a ticket has someone
looking at it and working on it, and is responsible for making progress
towards a solution. Since you have an external roster that assigns
responsibility for work, this mechanism is externally achieved. Whenever you
ask, "who is supposed to be working on x ticket" the answer comes from your
roster, not by looking up the ticket.

When a user makes changes to a ticket he can assign the ticket owner as
himself at that point - this will enable tracking of who is doing work on
the ticket, and will also only update the last action date at the time work
is actually done.



--
View this message in context: 
http://requesttracker.8502.n7.nabble.com/Possible-to-chnage-owner-WITHOUT-updating-ticket-tp63376p63383.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.

Re: [rt-users] MySQL backups of RT 4.4.1 truncated

[Cena, Stephen (ext. 300)]

It's fixed!!! Recap: large RT database (host Ubuntu 14.04LTS, database server 
MySQL 5.7.x on Windows Server 2012). Backup .sql files became truncated at 
~18GB when the database is easily 20GB.

It looks like (for whatever reason) the max_allowed_packet option is not 
carrying over to the backup scripts. I re-wrote my backup options as:

-u USER -h HOST --max_allowed_packet=512M --single_transaction > output.sql

That solved it.

And I get a full backup of the file. Probably my own fault, but wanted to share 
the information. I'm now getting 19.5GB+ backups. Thanks to everyone!

Stephen Cena
Senior Systems Administrator 
Quality Vision International, Inc.
Phone: (585) 544-0450 x300
To notify helpdesk: http://helpdesk.ogp.qvii.com or email: hd-gene...@qvii.com
To report email issues: postmas...@qvii.com

Re: [rt-users] Changing default format of ticket list in queue?

[Alex Hall]

Sorry I wasn't clear. I'm talking about the results when you view all
tickets for a certain queue. For instance, open a ticket in the Customer
Service queue, and somewhere on that page is the queue name as a link.
Clicking that link takes you to a page listing all active tickets in that
queue. That list of tickets is what I want to modify.

I didn't realize until just now that the list is simply an automatic
search. I don't know how to modify the results page for this search without
changing the results for *any* search. At least I have a place to start
now. I was thinking that queues had special pages listing their active
tickets, so I was looking for that template.

On Mon, Jan 30, 2017 at 12:27 PM, Matt Zagrabelny 
wrote:

> Hi Alex,
>
> On Mon, Jan 30, 2017 at 11:18 AM, Alex Hall  wrote:
> > Hi all,
> > Where would I go to change the default format for the list of tickets
> shown
> > when you click a queue name?
>
> I presume you are talking about the Queue List?
>
>  Can this be done on a queue-by-queue basis, or
> > only as a modification to some template in share/html?
>
> I don't think there is anything out of the box that will do what you
> want. That being said, we use a callback to tweak the output for just
> a single queue.
>
> Note: the path may be different for the callback file location due to
> us running 4.2.
>
> # cat /opt/rt4/local/plugins/RT-Site-UMN-Duluth-QueueListTweaks/html/
> Callbacks/RT-Site-UMN-Duluth-QueueListTweaks/Elements/
> QueueSummaryByLifecycle/LinkBuilders
> <%INIT>
> my $umd_link_all = sub {
> my ($queue, $all_statuses) = @_;
> my @escaped = @{$all_statuses};
>
> # People want to see resolved tickets in the calendar view
> # of their QueueList - that is, for the Computer Management (CM) queue.
> # Aside from this "if" statement, this sub routine was lifted from
> # upstream's version.
> if ($queue->{Name} eq 'CM') {
> push @escaped, 'resolved';
> }
>
> s{(['\\])}{\\$1}g for @escaped; #'# help out the syntax highlighting
>
> my $search = ${$build_search_link}->(
> $queue->{Name},
> "(".join(" OR ", map "Status = '$_'", @escaped).")",
> );
>
> if ($queue->{Name} eq 'CM') {
> my @fields = map
> { "'__${_}__'" }
> (
> 'Created',
> 'Due',
> 'Resolved',
> 'Started',
> 'Starts',
> 'LastUpdated',
> )
> ;
>
> my $format = $m->interp->apply_escapes(
> join(',', @fields),
> 'u',
> );
> $search .= '='.$format;
> }
>
> return $search;
> };
>
> ${$link_all} = $umd_link_all;
> 
> <%ARGS>
> $build_search_link
> $link_all
> $link_status
> 
>
> Enjoy,
>
> -m
>



-- 
Alex Hall
Automatic Distributors, IT department
ah...@autodist.com

Re: [rt-users] Changing default format of ticket list in queue?

[Matt Zagrabelny]

Hi Alex,

On Mon, Jan 30, 2017 at 11:18 AM, Alex Hall  wrote:
> Hi all,
> Where would I go to change the default format for the list of tickets shown
> when you click a queue name?

I presume you are talking about the Queue List?

 Can this be done on a queue-by-queue basis, or
> only as a modification to some template in share/html?

I don't think there is anything out of the box that will do what you
want. That being said, we use a callback to tweak the output for just
a single queue.

Note: the path may be different for the callback file location due to
us running 4.2.

# cat 
/opt/rt4/local/plugins/RT-Site-UMN-Duluth-QueueListTweaks/html/Callbacks/RT-Site-UMN-Duluth-QueueListTweaks/Elements/QueueSummaryByLifecycle/LinkBuilders
<%INIT>
my $umd_link_all = sub {
my ($queue, $all_statuses) = @_;
my @escaped = @{$all_statuses};

# People want to see resolved tickets in the calendar view
# of their QueueList - that is, for the Computer Management (CM) queue.
# Aside from this "if" statement, this sub routine was lifted from
# upstream's version.
if ($queue->{Name} eq 'CM') {
push @escaped, 'resolved';
}

s{(['\\])}{\\$1}g for @escaped; #'# help out the syntax highlighting

my $search = ${$build_search_link}->(
$queue->{Name},
"(".join(" OR ", map "Status = '$_'", @escaped).")",
);

if ($queue->{Name} eq 'CM') {
my @fields = map
{ "'__${_}__'" }
(
'Created',
'Due',
'Resolved',
'Started',
'Starts',
'LastUpdated',
)
;

my $format = $m->interp->apply_escapes(
join(',', @fields),
'u',
);
$search .= '='.$format;
}

return $search;
};

${$link_all} = $umd_link_all;

<%ARGS>
$build_search_link
$link_all
$link_status


Enjoy,

-m

[rt-users] Changing default format of ticket list in queue?

[Alex Hall]

Hi all,
Where would I go to change the default format for the list of tickets shown
when you click a queue name? Can this be done on a queue-by-queue basis, or
only as a modification to some template in share/html? I'd like to make
some global changes, but for a few queues, have the value of a
queue-specific CF in the list. Thanks for any suggestions.

-- 
Alex Hall
Automatic Distributors, IT department
ah...@autodist.com

Re: [rt-users] MySQL backups of RT 4.4.1 truncated

[Cena, Stephen (ext. 300)]

The problem has become more interested. Switching from --results-file to > 
exposed the max packet problem but now, I can't seem to get around it. I 
currently have my max_allowed_packet set to 1024M and it's still dying. I have 
the approximate row & attachment ID where it's failing and if I'm reading it 
right it's a 110K PDF file. I tried upping it to 2048M but apparently that 
isn't allowed as the value in MySQL doesn't go any higher.

Stephen Cena
Senior Systems Administrator 
Quality Vision International, Inc.
Phone: (585) 544-0450 x300
To notify helpdesk: http://helpdesk.ogp.qvii.com or email: hd-gene...@qvii.com
To report email issues: postmas...@qvii.com
Message: 11
Date: Thu, 26 Jan 2017 14:05:27 +
From: "Cena, Stephen (ext. 300)" 

Re: [rt-users] Possible to chnage owner WITHOUT updating ticket?

[Chris Manly]

Would it work to search/sort on the “last contact” date instead of the “last 
updated” date?

-- 
Christopher Manly
Coordinator, Library Systems
Cornell University Library Information Technologies
c...@cornell.edu
607-255-3344




On 1/30/17, 4:28 AM, "rt-users on behalf of fozzie" 
 
wrote:

Hi all,

I have an unusual situation and looking for the best solution which I hope
you can help with!

Currently, we have 3 support Users managing our RT.  1 of those 3 users will
be deployed to manage the support queue 1 week at a time on a rotation
basis,  so USER A will do week 1, then next week it is USER B and then USER
C the week after that.  The other 2 Users not on RT will be carrying out
other duties so we can only have 1 on at any given time.

At then end of each week, we need to reassign the tickets to the user who
till be taking over RT the following week.  Let's say USER A has finished RT
duty on a Friday evening and is then going to handover his work to USER B. 
Logically, he would just change the owner of all his tickets from USER A to
USER B.

The problem with that is, the "Last Updated" field will change so when USER
B starts on Monday morning, he'll see all his tickets last updated date are
all "3 days ago".

This makes tickets difficult to manage.  We like to know exactly when a
ticket was last replied to, received from or commented on which helps us to
prioritise our workload.  Normally just sorting by 'Last Updated' is handy
so we know which tickets haven't been updated in the longest amount of time.

There are 2 ways I can think of other than the obvious (get more support
staff).

1) Prevent 'Last Updated' field from updating when a ticket has changed
owner.  Is this possible?

2) Leave all open tickets unassigned.  (Would prefer to avoid doing this if
at all possible).


Many thanks in advance, I hope I've explained myself well enough!






--
View this message in context: 
http://requesttracker.8502.n7.nabble.com/Possible-to-chnage-owner-WITHOUT-updating-ticket-tp63376.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.

[rt-users] Possible to chnage owner WITHOUT updating ticket?

[fozzie]

Hi all,

I have an unusual situation and looking for the best solution which I hope
you can help with!

Currently, we have 3 support Users managing our RT.  1 of those 3 users will
be deployed to manage the support queue 1 week at a time on a rotation
basis,  so USER A will do week 1, then next week it is USER B and then USER
C the week after that.  The other 2 Users not on RT will be carrying out
other duties so we can only have 1 on at any given time.

At then end of each week, we need to reassign the tickets to the user who
till be taking over RT the following week.  Let's say USER A has finished RT
duty on a Friday evening and is then going to handover his work to USER B. 
Logically, he would just change the owner of all his tickets from USER A to
USER B.

The problem with that is, the "Last Updated" field will change so when USER
B starts on Monday morning, he'll see all his tickets last updated date are
all "3 days ago".

This makes tickets difficult to manage.  We like to know exactly when a
ticket was last replied to, received from or commented on which helps us to
prioritise our workload.  Normally just sorting by 'Last Updated' is handy
so we know which tickets haven't been updated in the longest amount of time.

There are 2 ways I can think of other than the obvious (get more support
staff).

1) Prevent 'Last Updated' field from updating when a ticket has changed
owner.  Is this possible?

2) Leave all open tickets unassigned.  (Would prefer to avoid doing this if
at all possible).


Many thanks in advance, I hope I've explained myself well enough!






--
View this message in context: 
http://requesttracker.8502.n7.nabble.com/Possible-to-chnage-owner-WITHOUT-updating-ticket-tp63376.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.