[rt-users] Detailed registration of time spend on a ticket

Hi I'm trying to figure out how to use RT for more detailed time tracking when working on tickets. The reason is that I work for a specific client, which require specific hours and dates - not just 4 hours - when I send the bill. The bill is monthly, which is why the need for more details.

Re: [rt-users] Detailed registration of time spend on a ticket

Tommy Abrahamsson wrote: Hi I'm trying to figure out how to use RT for more detailed time tracking when working on tickets. The reason is that I work for a specific client, which require specific hours and dates - not just 4 hours - when I send the bill. The bill is monthly, which is why

[rt-users] Charset error in subject when using Da nish letters (æøå / ÆØÅ)

During our correspondence with our customers by mail through the RT system, the Danish letters (æøå / ÆØÅ) is getting unreadable when they are placed in the subject. Any ideas would be most welcome. Example: Subject: Fwd: [support.schilling.dk #120841] Sÿgefunktion pÃ¥ kunde.

[rt-users] Problem with latest RT: error in HTML::Mason::Command

Hi RT folks; I hope you can help me out. I have an RT which had fallen into disuse. I wiped out /opt/rt3, deleted the database, and started over with rt 3.6.3 (which looks really nice btw). This is on Fedora Core 5, mysql, perl 5.8.8, apache2, using mod_perl. I installed, initialized the db,

Re: [rt-users] Charset error in subject when usin g Danish letters (æøå / ÆØÅ)

On Apr 25, 2007, at 5:26 AM, Brian Kjelin Olsen wrote: During our correspondence with our customers by mail through the RT system, the Danish letters (æøå / ÆØÅ) is getting unreadable when they are placed in the subject. Any ideas would be most welcome. Example: Subject: Fwd:

[rt-users] Close with and without notification

Hi all, Currently I have RT set up tht it sends notification of a ticket closure to the client with a link to a customer support satisfaction survey. There exists some instances where we may not want this email to be sent. For example, in the event that the ticket is closed and then the

[rt-users] Changing requestor based on Subject line

All, I want to be able to check the subject line on ticket creation and change the requestor if it matches a particular string. Quite possibly this could be done with a script condition or would have to be added directly into some perl file? Any ideas on how to do this? Regards, Warren Macey

Re: [rt-users] Close with and without notification

On Wed, Apr 25, 2007 at 07:42:17AM -0600, Warren Macey wrote: Hi all, Currently I have RT set up tht it sends notification of a ticket closure to the client with a link to a customer support satisfaction survey. There exists some instances where we may not want this email to be sent. For

[rt-users] Business::Hours anyone?

Hi All, If anyone has used the Business::Hours module successfully, I have what should be a pretty simple question. Thanks, Gene -- Gene LeDuc, GSEC Security Analyst San Diego State University ___

[rt-users] Groups of Self Service Requestors - is this possible?

I am just starting to test RT to possibly roll out to our site and have run across an issue I can not seem to solve. What I have seen so far is that a user is either privileged, which means they see the full blown web interface but, I can select what queues they have access to, or they are

Re: [rt-users] Close with and without notification

Hello, --Am 25. April 2007 07:42:17 -0600 schrieb Warren Macey [EMAIL PROTECTED]: I had a brainwave that said that I could add some custom field and write a scrip condition that would check this field on resolve to see if it should send the notice or not, but this seemed a little hokey to me

RE: [rt-users] Close with and without notification

I had a brainwave that said that I could add some custom field and write a scrip condition that would check this field on resolve to see if it should send the notice or not, but this seemed a little hokey to me and I just wonder if there is a better, more efficient, way to

[rt-users] Sendmail error causing bogus ticket

I am seeing the following in the rt.log: [Wed Apr 25 14:22:48 2007] [warning]: /usr/sbin/sendmail exited with status 17152 (/opt/rt3/lib/RT/Action/SendEmail.pm:322) This is followed by: [Wed Apr 25 14:22:48 2007] [warning]: DBD::mysql::st execute failed: MySQL server has gone away at

Re: [rt-users] rt/perl newbie questions

jimmy yu wrote: sorry to bother you guys with this. i'm trying to install rt on a brand new install of ubuntu 6.06. i can't seem to get past the perl module installations, which scares me. i wonder if i'm getting in over my head Sometimes when you can't get a module to compile

Re: [rt-users] simple branding need

Richard P. Welty wrote: i have a simple branding need that doesn't really require the full power of multiple instances (in fact, since my situation literally is alternate branding of a product, i don't really want multiple instances, as that would only confuse the support staff.) basically,

RE: [rt-users] Close with and without notification

Hello, --Am 25. April 2007 09:49:51 -0700 schrieb Schultz, Eric [EMAIL PROTECTED]: What I would like to see is a checkbox that you can click to turn off sending email for *any* reply (just for that reply), rather than only for setting a particular status. I already have it so that setting

[rt-users] Adding Owner to SelfService ticket display

I'd like to include the Owner field in the SelfService ticket display. I could live with either adding a display box for all of the People fields (like in the non-SelfService ticket display) or just the Owner field, whichever is simpler. Does anyone know a relatively clean and easy way to do

Re: [rt-users] Business::Hours anyone?

Gene LeDuc wrote: Hi All, If anyone has used the Business::Hours module successfully, I have what should be a pretty simple question. Thanks, Gene Yeah, I use the Business:Hours in a medium complex setting, what is your question (I'd rather keep it on the list so if anyone else has the

[rt-users] make new users by default unable to be granted rights

How can I make make new users, by default, unable to be granted rights? 600,000 AwesomePoints to whoever answers this, redeemable anywhere in the galaxy - dp ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help:

Re: AW: [rt-users] RT problem

On Apr 24, 2007, at 8:44 PM, Ham MI-ID, Torsten Brumm wrote: Yes we had it also, special after on on longer time of pt no pot usage (?!?) We fixed it dirty by nightly reboots. Later we switched to mod_fcgid. We use mod_fcgi but we still do a nightly apache reload which just restarts the

Re: [rt-users] Business::Hours anyone?

Hi Robert, When a ticket is created I want to include a statement in the e-mail to the requestor that the ticket should be closed in 5 business days, and if they haven't heard back from us by then to call us. I'm using Business::Hours to compute then and have basically copied the example

[rt-users] reporting baesd on originator email

Hi there, We have a common queue that people from different teams send requests. We want to know the amount of tickets and related time each team is responsible for. This information could easily be gathered from the originating email address. Is there an option in rt3 that allows for this

Re: [rt-users] Business::Hours anyone?

Try it like this: $hours-business_hours( 0 = { Name = 'Sunday', Start = undef, End = undef }, 1 = { Name = 'Monday', Start = '08:00', End = '16:30' }, 2 = { Name = 'Tuesday', Start = '08:00', End = '16:30' }, 3 = { Name = 'Wednesday', Start = '08:00', End = '16:30' },

Re: [rt-users] Business::Hours anyone?

DING DING DING DING DING DING DING DING DING DING DING DING - We have a winner! Thanks for taking a look at the code, your change did the trick! Gene At 02:12 PM 4/25/2007, Robert Long wrote: Try it like this: $hours-business_hours( 0 = { Name = 'Sunday', Start = undef, End = undef },

[rt-users] CustomField localization

Hi all. Is there any way to have CustomField localized? For example, i have CF Destination and would like to have it translated to Russian for those users who have enabled Russian interface. Thanks. ___

[rt-users] Slow ticket search page becoming a problem

I know I asked this before but I've been swamped and lost track of there the discussion got to. RT 3.6.3, Mysql 5.0.27. The main ticket search page is really slow to load, typically 45 seconds, sometimes longer. Problem query and explain below. It's starting to become a problem for us. Seems