Bob Goldstein wrote:
With our current experience with our implementation, we have been
considering some sort of Federated solution -- entirely separate
instances of RT that know about each other and that can communicate
effectively (transfer/link tickets).
Not sure what entirely separate
All,
I've been running RT in production for almost 2 years in a fairly large
implementation for just the University of Washington's Computing and
Communications (central IT infrastructure). We're just about to 220K
tickets, after a fairly slow roll out. Last week we had more than 2700
new
Jesse Vincent [EMAIL PROTECTED] writes:
On Aug 21, 2007, at 12:54 PM, Nicholas Clark wrote:
I've attached a suggested implementation, as a diff from 3.6-RELEASE
Since you can have multiple CSS classes for any one item, I'd think it
would make more sense to do
customfield edit foo
rather
Richard Brady wrote:
Good answer!
And still a good question.
___
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
On 8/22/07, Boris Jordanov [EMAIL PROTECTED] wrote:
Richard Brady wrote:
Good answer!
And still a good question.
This has been rehashed numerous times on this list.
http://www.unicom.com/pw/reply-to-harmful.html
Michael
--
Michael S. Liebman [EMAIL PROTECTED]
Hi ,
I am trying to build a new RT box.. I thinking about using installing RT
3.6.4 on RedHat Linux AS or ES 4 Update 5 with MySql 5.0 ..
Any issues I may run into if I use this combination..
Thanks
Tamer
___
Bob Goldstein wrote:
With our current experience with our implementation, we have been
considering some sort of Federated solution -- entirely separate
instances of RT that know about each other and that can communicate
effectively (transfer/link tickets).
Not sure what entirely separate
I've attempted to install this to our development server. Testing failed
because my database isn't called rt3regression (a person should be able to set
this to whatever name he or she has for a devel database). I followed the
simple and few steps in the README:
RTHOME=/usr/local/rt3 perl
Hi Tim,
The number of schools is small enough that I'd do it this way:
1. Create a group with the same name as each school (BHS in this
case). The members of the group are the respective techs. This lets you
scale to multiple techs at a single location or have a single tech cover
multiple
Hi,
we have been running RT for several years now with great results (around 60K
tickets so far). However, our RT installation recently started to display a
weird behavior:
If a new requestor (has never before opened a ticket with their mail address,
thus unknown to RT) starts a new ticket, they
Aaron,
Why not just let the customer/user be the requestor and remove any
notification privileges and/or modify any notification scrips to not
send to the requestor accordingly? That way, they know nothing unless
you send them direct E_mail and you have a requestoer that can be used
for
Christopher,
What kind of privileges have you set up both globally and by Queue for
the role Requestor. Also, you may have some privileges for system groups
or user-defined groups that overlap the requestor so that even if the
actual user does not have a particular privilege as a requestor,
We've got (named) groups in the ticket's Cc: field.
Is there an easy way to create a TicketSQL query from the query builder
that does Cc is group's name ?
One of the dropdowns starts RequestorEmailAddress and lists things for
that, then Cc, Admin Cc, Watcher and Owner. However, all the things
Am 22.08.2007 um 15:20 schrieb Tamer Tayea:
Hi ,
I am trying to build a new RT box.. I thinking about using
installing RT 3.6.4 on RedHat Linux AS or ES 4 Update 5 with
MySql 5.0 ..
Any issues I may run into if I use this combination..
I don't think RHEL4 comes with all the
Rainer Duffner wrote:
Am 22.08.2007 um 15:20 schrieb Tamer Tayea:
Hi ,
I am trying to build a new RT box.. I thinking about using installing
RT 3.6.4 on RedHat Linux AS or ES 4 Update 5 with MySql 5.0 ..
Any issues I may run into if I use this combination..
rt works great for
On Tue, Aug 21, 2007 at 01:06:37PM -0400, Jesse Vincent wrote:
Since you can have multiple CSS classes for any one item, I'd think
it would make more sense to do
customfield edit foo
rather than customfield-edit-foo
That way you could more easily theme all custom field values or
On 8/21/07, Tim Wilson [EMAIL PROTECTED] wrote:
On Tue, Aug 21, 2007 at 11:07 AM, in message
[EMAIL PROTECTED], David Narayan
[EMAIL PROTECTED] wrote:
On 8/20/07, Tim Wilson [EMAIL PROTECTED] wrote:
I'm trying to adapt the set custom field with LDAP query scrip example
from the RT book,
Kenn,
SO would my csr need to log in as the customer and initiate the ticket or is
there a way to change the requestor from the UI as a superuser?
Thanks,
Aaron
-Original Message-
From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf Of Kenneth
Crocker
Sent: Wednesday, August
I've installed RT from scratch, satisfied all dependacies (see below), but some
functions always produce the following error.
Component path given to Interp-load must be absolute (was given
Ticket/Display.html)
Trace begun at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Interp.pm line 370
Everyone,
This looks like a useful and flexible approach. I already have an On Create
scrip that inspects the requestor and sets the Building custom field from the
user's LDAP record. Now it seems to me that the best approach going forward is
to create a scrip that triggers whenever that
Aaron,
I'm not sure I understand your question. By csr I guess you mean the
customer/user. That person initiates the ticket either thru E_mail or
the web. A Superuser can change anything, but superuser rights are not
required for this. ModifyTickets would suffice. YOu haven't describes
the
Tim,
You can create your own template for the scrip to use and in that
template have some code to do whatever you want. Ghas has given me some
code that does this.
Kenn
LBNL
Tim Wilson wrote:
Everyone,
This looks like a useful and flexible approach. I already have an On
Hi Tim,
I'm not volunteering to build a custom module, but I don't think you need
one. I'm pretty sure you can do what you want simply with a User Defined
condition that traps the custom field change and NotifyOtherRecipients as
the action. You make a custom template that has your basic
[EMAIL PROTECTED] wrote:
Kenn,
SO would my csr need to log in as the customer and initiate the ticket or is
there a way to change the requestor from the UI as a superuser?
Thanks,
Aaron
Sort answer: you can change any of tickets data from within the web
interface. It largely depends
Am 22.08.2007 um 23:14 schrieb Kenneth Crocker:
Aaron,
I'm not sure I understand your question. By csr I guess you mean
the customer/user.
CSR=Customer Service Representative.
An euphemism for help desk monkey ;-)
That person initiates the ticket either thru E_mail or the web. A
Replying to my own e-mail...
Hah! Found an easy way in the wiki to get the addresses of the group
members into your template.
my $group = RT::Group-new( $RT::SystemUser );
$group-LoadUserDefinedGroup($bldg);
my $addresslist = $group-MemberEmailAddressesAsString;
Put the pieces from my
If you where careful about how you name your custom field values and
group names, you could just add a Bcc line in the default autoresponce
template. Then you wouldn't even need a scrip...and really you'll
probably have to have the names all be the same anyhow so this would be
a really simple way
Hi,
I am trying to modify one of the contributed scrip's on here which relates to
taking a ticket and having it automatically go to a certain queue.
We have one queue that all requests go to (i.e. customer facing) and the admins
have their own queues of responsibility. I didn't want to screw
Kenn,
This would work out perfectly. I have created a Group called Customers. It
is a non privileged group. My customer service rep can create a ticket and
add the customer John Doe as a requestor.
I can then search for tickets where requestor name is John Doe to see all
the previous incidents
On Wed, Aug 22, 2007 at 4:40 PM, in message
[EMAIL PROTECTED], Gene LeDuc
[EMAIL PROTECTED] wrote:
In your template you get the value of the field with:
my $bldg = $Ticket- FirstCustomFieldValue('Building');
Then you do the e- mail:
$OUT = From: $from_address
To: $addresslist
More info:
This works out of the box:
Create the ticket
Assign an owner
Add John Doe as Requestor (no email is sent by default)
Comment (no email by Default)
Resolve (no email by Default)
Only Reply will send an email to John Doe.
Works great.
Thanks for helping me understand some of the
31 matches
Mail list logo
