Re: [rt-users] Input from any other University or similar
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 means, if you can transfer tickets. Yeah that was a bit unclear. We are considering an extension which would allow you to transfer a ticket to an other instance (separate database, etc) of RT. We do set up entirely separate instances (same core codebase, but separate databases, separate config files, separate customized code (of which there is little) for departments. But they are truly separate, no transfer of tickets. I tell people I don't want to set up multiple instances in a single department, in part because they probably do want to transfer tickets, even if they don't know it yet. Do you charge departments for the service? How are you hosting the various instances? We've considered dedicated servers, dedicated VMs, or a cluster of that services multiple vhosts. jbw ___ 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 with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Input from any other University or similar
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 tickets -- and that is during Summer our slowest period. But now we're in the process of investigating offering RT as a service to the rest of the campus, which would involve supporting several similarly sized departments, and many smaller departments. I am curious if there is anyone else on the list that is currently doing something similar. Yes. 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 means, if you can transfer tickets. We do set up entirely separate instances (same core codebase, but separate databases, separate config files, separate customized code (of which there is little) for departments. But they are truly separate, no transfer of tickets. I tell people I don't want to set up multiple instances in a single department, in part because they probably do want to transfer tickets, even if they don't know it yet. bobg Any input or experience would be useful. Thanks, -- Joby Walker CC SSG, University of Washington ___ 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 with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ 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 with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] maintainably tagging custom fields for CSS
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 than customfield-edit-foo That way you could more easily theme all custom field values or all custom field values of a certain name, regardless of whether they're edit or display. Does that seem sane? That gets my vote. -- Espen Wiborg [EMAIL PROTECTED] Mathematicians are like Frenchmen: whatever you say to them they translate into their own language and forthwith it is something entirely different. -- Johann Wolfgang von Goethe ___ 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 with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Mailing list
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 with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Mailing list
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] http://msl521.freeshell.org/ I have vision and the rest of the world wears bifocals. -Paul Newman in Butch Cassidy the Sundance Kid ___ 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 with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
RE: [rt-users] Fresh Installation
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 ___ 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 with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Input from any other University or similar
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 means, if you can transfer tickets. Yeah that was a bit unclear. We are considering an extension which would allow you to transfer a ticket to an other instance (separate database, etc) of RT. I might be interested in that extension. I had crafted a one-way extension, so that tickets from a Clarify system could be transferred to RT. Basically, Clarify would send email with a special format, and RT would parse that email and create a new ticket, tracking the Clarify ID in a custom field. (So any future appends to the Clarify ticket could be sent to RT and appended to the proper RT ticket.) However, this was one-way. Clarify never received any updates when the RT ticket was modified, and there was no back-transfer mode. Depends on your need, of course, but an easy course would just be to create an RT ticket, and have it contain a web link to a ticket in the other RT instance. In my case, though, we rarely need this, so I've ignored it. We do set up entirely separate instances (same core codebase, but separate databases, separate config files, separate customized code (of which there is little) for departments. But they are truly separate, no transfer of tickets. I tell people I don't want to set up multiple instances in a single department, in part because they probably do want to transfer tickets, even if they don't know it yet. Do you charge departments for the service? No. But we do minimal support. It works for us because RT pretty much works as needed, and consultants don't really need much training to use it. And the way I have the core code shared, any mods I make to my own instance can be shared across all instances (on the vendor branch) or not (on the user branch), so there hasn't really been any call for customizations that I didn't want for myself as well. BTW, I did propose that the rest of the university replace Clarify with RT, and that I'd be willing to do that for a fee. The people involved really like preminum service, formal SLAs, etc, which is ok but beyond my free resources. But so far I don't think they are interested. How are you hosting the various instances? We've considered dedicated servers, dedicated VMs, or a cluster of that services multiple vhosts. At the moment, I have two boxes, one for apache and one for mysql. But it was set up initially so that I could have multiple web servers (via DNS rotation, or other load balancer), or could put the db for each instance on a separate mysql box. I can't imagine a single instance so large that would overwhelm a single mysql server (at least before we move to mysql 5.x clusters) so we're prepared. bobg jbw ___ 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 with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] RTx::RightsMatrix not working
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 Makefile.PL OUTPUT Using RT configurations from /usr/local/rt3/lib/RT.pm: ./html = /usr/local/rt3/share/html ./lib = /usr/local/rt3/local/lib Open input '/root/RTx-RightsMatrix-0.03.00/t/utils.pl' file for substitution Open output '/root/RTx-RightsMatrix-0.03.00/t/utils.pl' file for substitution Checking if your kit is complete... Looks good Writing Makefile for RTx::RightsMatrix /OUTPUT make OUTPUT cp lib/RTx/RightsMatrix/RolePrincipal.pm blib/lib/RTx/RightsMatrix/RolePrincipal.pm cp lib/RTx/RightsMatrix/Util.pm blib/lib/RTx/RightsMatrix/Util.pm cp lib/RTx/RightsMatrix.pm blib/lib/RTx/RightsMatrix.pm Manifying blib/man3/RTx::RightsMatrix::Util.3pm Manifying blib/man3/RTx::RightsMatrix::RolePrincipal.3pm Manifying blib/man3/RTx::RightsMatrix.3pm /OUTPUT make install OUTPUT Writing /usr/lib/perl5/site_perl/5.8.8/i386-linux-thread-multi/auto/RTx/RightsMatrix/.packlist Appending installation info to /usr/lib/perl5/5.8.8/i386-linux-thread-multi/perllocal.pod /OUTPUT I've restarted httpd and verified that the mason cache is clear despite using the Development mode on this server. I've logged out and logged back in but, I'm not seeing the tool under Configuration-Tools. Nor under the toplevel Tools menu. Anyone know what I might be missing? Mathew -- Keep up with me and what I'm up to: http://theillien.blogspot.com ___ 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 with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Seeking notification method advice
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 locations. 2. When you get the info from your LDAP query (BHS), use it to get the e-mail address of each member of the BHS group, then send your notification to the resulting e-mail list. 3. As techs come and go, just update the group membership. Have fun! Gene At 08:04 PM 8/21/2007, Tim Wilson wrote: Hi everyone, Our RT system is used throughout our school district which includes eight different schools. Each school has its own technician who handles the vast majority of tech support requests at that school. All of our RT tickets feed into a central queue called Incidents, a design decision that allows our techs to help one another by dipping into the Incidents queue to grab tickets when they have time. I just finished a scrip action that sets a custom field for each ticket in the Incidents queue based on the result of an LDAP query. For example, if a teacher from our high school submits a ticket, a ticket custom field called Building gets set to BHS. Now here's the issue: I'd like to notify the technician at a particular school when someone from that school submits a ticket. I don't want to set the tech as the ticket owner because it's possible that another tech will actually grab it. And I don't want to overwhelm all the techs by notifying them of every incoming ticket. What's the best approach? Would it help to create a user custom field and set that to the building too? Could I use the SendEmailAction for this and create a version of the template for each of the techs? http://wiki.bestpractical.com/view/SendEmailAction I'd love to hear what some of you think. -Tim -- Tim Wilson, Director of Technology Buffalo-Hanover-Montrose Schools 214 1st Ave NE Buffalo, MN 55313 ph: 763.682.8740 fax: 763.682.8743 http://www.buffalo.k12.mn.us ___ 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 with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Gene LeDuc, GSEC Security Analyst San Diego State University ___ 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 with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] RT stops sending mails to ticket requestors
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 get the usual auto-reply and the ticket is forwarded to the watchers. If one of them answers via e-mail, the reply is sent to the other watchers and shows in the web-based ticket view, but it is not sent to the requestor. If one of the watchers answers via the web-based ticket view, the answer is forwarded to the other watchers AND the requestor. For each additional ticket that the (then no longer unknown) requestor opens with our RT, they do not even receive the auto-reply that is supposed to be sent. They also don't receive any replies sent via e-mail. I looked into the mail server logs and it can't be a transport problem since the mails aren't even queued - RT just doesn't send them. There are no recent changes on either RT, the local Perl version or OS that coincide with this odd behavior. Any pointers? Regards, --ck -- http://www.de-punkt.de [ [EMAIL PROTECTED] ]http://www.stormix.de PHP-Anwendungen sind gefährdet! SQL-Injection, XSS, Session-Angriffe, CSRF, Commandshells, Response Splitting,... böhmische Dörfer? Dann gleich PHP-Sicherheit direkt beim Verlag vorbestellen! http://www.php-sicherheit.de/ ___ 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 with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Customer Management with RT?
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 any kind of query. Hope this helps. Kenn LBNL [EMAIL PROTECTED] wrote: Hello, I run an ISP and would like to use RT to manage customer information as well as track their support issues. I added custom fields to Users so as to be able to include IP addresses and other standard customer info. I plan to create a non privileged user for each customer. Is there a way to attach a ticket to a user without making them an owner? More importantly, is there a way to attach a ticket to a user and not have them get an email regarding it? I would like to be able to track incidents, updates and notes as tickets associated with a user (Customer) without spamming them every time we do some internal updates. I also need to be able to search by a user/customer and view their tickets. Is there a good way to do this? Thanks for any help. -Aaron No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.484 / Virus Database: 269.12.1/963 - Release Date: 8/20/2007 5:44 PM ___ 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 with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ 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 with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT stops sending mails to ticket requestors
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, they may have it as part of the other groups. Hope this helps. Kenn LBNL Christopher Kunz wrote: 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 get the usual auto-reply and the ticket is forwarded to the watchers. If one of them answers via e-mail, the reply is sent to the other watchers and shows in the web-based ticket view, but it is not sent to the requestor. If one of the watchers answers via the web-based ticket view, the answer is forwarded to the other watchers AND the requestor. For each additional ticket that the (then no longer unknown) requestor opens with our RT, they do not even receive the auto-reply that is supposed to be sent. They also don't receive any replies sent via e-mail. I looked into the mail server logs and it can't be a transport problem since the mails aren't even queued - RT just doesn't send them. There are no recent changes on either RT, the local Perl version or OS that coincide with this odd behavior. Any pointers? Regards, --ck ___ 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 with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] TicketSQL to search for groups in Cc
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 checked for are for Users, not Groups. So I can't see an obvious way to craft a query to look for a particular group in the Cc list. Is there a way to do this from the frontend? Nicholas Clark ___ 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 with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Fresh Installation
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 PERL modules needed to satisfy all the dependencies. Thus, you will have to install the missing ones via CPAN. In the past, updates delivered by RedHat had the potential to hose these CPAN-installed bits. In fairness, I don't think this is the case anymore. But as the wiki mentions, if you know a bit of FreeBSD, it's by far the best platform to run RT on, and also the easiest to get it running in the first place. Are there any specific reasons why you would go with RHEL4? I'd consider RHEL5 or CentOS5 (if FreeBSD is no-go), because they come with MySQL5.0 by default anyway. Or skip MySQL all together and go for PostgreSQL right away. cheers, Rainer -- Rainer Duffner CISSP, LPI, MCSE [EMAIL PROTECTED] ___ 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 with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Fresh Installation
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 me. uname -a Linux xxx.xxx.xxx 2.6.9-55.ELsmp #1 SMP Fri Apr 20 16:36:54 EDT 2007 x86_64 x86_64 x86_64 GNU/Linux [EMAIL PROTECTED] dumps]# cat /etc/redhat-release Red Hat Enterprise Linux AS release 4 (Nahant Update 5) mysqladmin Ver 8.41 Distrib 5.0.18, for redhat-linux-gnu on x86_64 Copyright (C) 2000 MySQL AB MySQL Finland AB TCX DataKonsult AB This software comes with ABSOLUTELY NO WARRANTY. This is free software, and you are welcome to modify and redistribute it under the GPL license Server version 5.0.18 Protocol version10 Connection Localhost via UNIX socket UNIX socket /var/lib/mysql/mysql.sock Uptime: 97 days 2 hours 2 min 25 sec Threads: 31 Questions: 885042620 Slow queries: 0 Opens: 0 Flush tables: 1 Open tables: 62 Queries per second avg: 105.511 ___ 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 with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [Rt-devel] Re: [rt-users] maintainably tagging custom fields for CSS
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 all custom field values of a certain name, regardless of whether they're edit or display. Does that seem sane? Yes, but in turn I was worried about CSS name(space) pollution. I had it as just foo first, but was worried that if one does that (and imposes it on a stable release) then suddenly people might having parts of their existing pages tagged with CSS classes that they were using somewhere else. Plus it then means that you can't create a new custom field without wondering whether you've got some CSS with the same name. So in some ways, the more verbose customfield edit CF-foo might be a compromise, as it means that creating the custom field named foo doesn't mess with any existing foo class. Nicholas Clark ___ 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 with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Need LDAP scrip help: using a switch statement
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, and I'm stuck. I'm hoping someone has a suggestion. The
main problem, I'm afraid, is a lack of perl experience.
Instead of using switch, try using a hash lookup. For example:
my $ou = $entry- get_value('ou');
my %building_for = (
'DISTRICT SERVICES' = 'DO',
'HIGH SCHOOL' = 'HS',
'JEFFERSON' = 'JES',
_DEFAULT_ = 'DO',
);
# Lookup building. If there was no LDAP entry, use the default
my $building = $building_for{$ou} || $building_for{_DEFAULT_};
David,
Thanks for the suggestion. That approach seems very straightforward.
Unfortunately, RT logs the following when the scrip is executed:
Aug 21 16:08:35 support RT: About to think about scrips for transaction #7940
Aug 21 16:08:36 support RT: Scrip 31 Commit failed: Can't call method
get_value on an undefined value at (eval 1139) line 11. Stack: [(eval
1139):11] [/usr/local/rt3/lib/RT/ScripAction_Overlay.pm:240]
[/usr/local/rt3/lib/RT/Scrip_Overlay.pm:505]
[/usr/local/rt3/lib/RT/Scrips_Overlay.pm:193]
[/usr/local/rt3/lib/RT/Transaction_Overlay.pm:179]
[/usr/local/rt3/lib/RT/Record.pm:1444]
[/usr/local/rt3/lib/RT/Ticket_Overlay.pm:744]
[/usr/local/rt3/lib/RT/Interface/Email.pm:719]
[/usr/local/rt3/share/html/REST/1.0/NoAuth/mail-gateway:59]
(/usr/local/rt3/lib/RT/Action/UserDefined.pm:81)
Here's what I have my custom action cleanup code set to now (anonymized):
my $mail = ($self-TicketObj-RequestorAddresses)[0];
my $ldap = Net::LDAP-new( 'my.ldap.server' );
$ldap-bind;
# Do the LDAP search. Note: Our eDirectory server uses mail for the
# user's email address.
my $msg = $ldap-search( base = 'o=myOrg',
filter = '(mail=$mail)',
);
my $entry = $msg-entry(0);
my $ou = $entry-get_value('ou');
# Fix up the CF values based on LDAP results
my %building_for = (
'DISTRICT SERVICES' = 'DO',
'HIGH SCHOOL' = 'HS',
'JEFFERSON' = 'JES',
'_DEFAULT_' = 'DO',
);
my $building = $building_for{$ou} || $building_for{_DEFAULT_};
my $cf = RT::CustomField-new( $RT::SystemUser );
$cf-LoadByName( Name = 'Building' );
$self-TicketObj-AddCustomFieldValue( Field = $cf, Value = $building );
return 1;
It looks like the LDAP search is failing. I get this in my eDirectory logs:
(10.1.10.224:59620) (0x002b:0x63) Search request:
base: o=myOrg
scope: 2dereference:2sizelimit:0timelimit:0attrsonly:0
filter: (mail=$mail)
no attributes
So it appears that the contents of the $mail variable is not getting put into
that LDAP search. If I hardcode the filter in the scrip with my email address
then it works perfectly. The LDAP is retrieved, and the custom field gets set
properly.
I took most of this code right from the RT book, and I don't understand why
$mail isn't getting sent in the LDAP search. So I tried one more thing. I
changed to the code to the following, creating the $filter variable in whole
before passing it to the LDAP search:
my $filter = (mail=$mail);
my $msg = $ldap-search( base = 'o=myOrg',
filter = $filter,
);
This worked! Now... why?
In the first case you're using '(mail = $mail)' -- with single quotes.
The single quotes prevent $mail from being interpolated. To make sure
$mail is interpolated correctly, use double quotes (as you're doing in
the second case when you use the separate $filter variable):
my $msg = $ldap-search( base = 'o=myOrg',
filter = (mail=$mail),
);
-David
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RE: [rt-users] Customer Management with RT?
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 22, 2007 9:16 AM To: [EMAIL PROTECTED] Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Customer Management with RT? 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 any kind of query. Hope this helps. Kenn LBNL [EMAIL PROTECTED] wrote: Hello, I run an ISP and would like to use RT to manage customer information as well as track their support issues. I added custom fields to Users so as to be able to include IP addresses and other standard customer info. I plan to create a non privileged user for each customer. Is there a way to attach a ticket to a user without making them an owner? More importantly, is there a way to attach a ticket to a user and not have them get an email regarding it? I would like to be able to track incidents, updates and notes as tickets associated with a user (Customer) without spamming them every time we do some internal updates. I also need to be able to search by a user/customer and view their tickets. Is there a good way to do this? Thanks for any help. -Aaron No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.484 / Virus Database: 269.12.1/963 - Release Date: 8/20/2007 5:44 PM ___ 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 with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ 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 with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com No virus found in this incoming message. Checked by AVG Free Edition. Version: 7.5.484 / Virus Database: 269.12.2/966 - Release Date: 8/22/2007 9:05 AM No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.484 / Virus Database: 269.12.2/966 - Release Date: 8/22/2007 9:05 AM ___ 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 with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Component path Error
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
HTML::Mason::Interp::load('HTML::Mason::Interp=HASH(0xab53fd4)',
'Ticket/Display.html') called at
/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 245
eval {...} at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 230
HTML::Mason::Request::_initialize('HTML::Mason::Request::ApacheHandler=HASH(0xbf62e54)')
called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 210
HTML::Mason::Request::new('HTML::Mason::Request::ApacheHandler', 'error_mode',
'output', 'autoflush', 0, 'error_format', 'html', 'interp',
'HTML::Mason::Interp=HASH(0xab53fd4)', 'comp', 'Ticket/Display.html', 'args',
'ARRAY(0xc0b8650)', 'ah', 'HTML::Mason::ApacheHandler=HASH(0xab4e408)',
'apache_req', 'Apache2::RequestRec=SCALAR(0xbfd03fc)', 'container',
'HASH(0xbc275e0)') called at
/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm line 97
HTML::Mason::Request::ApacheHandler::new('HTML::Mason::Request::ApacheHandler',
'error_mode', 'output', 'autoflush', 0, 'error_format', 'html', 'interp',
'HTML::Mason::Interp=HASH(0xab53fd4)', 'comp', 'Ticket/Display.html', 'args',
'ARRAY(0xc0b8650)', 'ah', 'HTML::Mason::ApacheHandler=HASH(0xab4e408)',
'apache_req', 'Apache2::RequestRec=SCALAR(0xbfd03fc)', 'container',
'HASH(0xbc275e0)') called at /usr/lib/perl5/site_perl/5.8.8/Class/Container.pm
line 275
Class::Container::call_method('HTML::Mason::Interp=HASH(0xab53fd4)', 'request',
'new', 'interp', 'HTML::Mason::Interp=HASH(0xab53fd4)', 'comp',
'Ticket/Display.html', 'args', 'ARRAY(0xc0b8650)', 'ah',
'HTML::Mason::ApacheHandler=HASH(0xab4e408)', 'apache_req',
'Apache2::RequestRec=SCALAR(0xbfd03fc)', 'container', 'HASH(0xbc275e0)') called
at /usr/lib/perl5/site_perl/5.8.8/Class/Container.pm line 353
Class::Container::create_delayed_object('interp',
'HTML::Mason::Interp=HASH(0xab53fd4)', 'comp', 'Ticket/Display.html', 'args',
'ARRAY(0xc0b8650)', 'ah', 'HTML::Mason::ApacheHandler=HASH(0xab4e408)',
'apache_req', 'Apache2::RequestRec=SCALAR(0xbfd03fc)', 'container',
'HASH(0xbc275e0)') called at
/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Interp.pm line 348
HTML::Mason::Interp::make_request('HTML::Mason::Interp=HASH(0xab53fd4)',
'comp', 'Ticket/Display.html', 'args', 'ARRAY(0xc0b8650)', 'ah',
'HTML::Mason::ApacheHandler=HASH(0xab4e408)', 'apache_req',
'Apache2::RequestRec=SCALAR(0xbfd03fc)') called at
/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm line 869
eval {...} at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm line
868
HTML::Mason::ApacheHandler::prepare_request('HTML::Mason::ApacheHandler=HASH(0xab4e408)',
'Apache2::RequestRec=SCALAR(0xbfd03fc)') called at
/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm line 823
HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0xab4e408)',
'Apache2::RequestRec=SCALAR(0xbfd03fc)') called at /opt/rt3/bin/webmux.pl line
125
eval {...} at /opt/rt3/bin/webmux.pl line 125
RT::Mason::handler('Apache2::RequestRec=SCALAR(0xbfd03fc)') called at -e line 0
eval {...} at -e line 0If I create or edit a ticket, I am guaranteed to produce
the error, but I can view the ticket without a problem. I've searched google,
and found several sites that seem to produce this error, but no solutions. Can
someone point me in the right direction?
CentOS 5
perl-5.8.8-10
/usr/bin/perl ./sbin/rt-test-dependencies --verbose --with-mysql
$VAR1 = {
'with-STANDALONE' = 0,
'with-MASON' = 1,
'with-MAILGATE' = 1,
'with-CORE' = 1,
'with-CLI' = 1,
'v' = 1,
'with-DEV' = 0,
'with-MYSQL' = 1
};
perl:
=5.8.3(5.008008)...found
users:
rt group (apache)...found
bin owner (root)...found
libs owner (root)...found
libs group (bin)...found
web owner (apache)...found
web group (apache)...found
CLI dependencies:
Term::ReadKey...found
Getopt::Long =2.24...found
HTTP::Request::Common...found
Term::ReadLine...found
Text::ParseWords...found
LWP...found
CORE dependencies:
Scalar::Util...found
HTML::Scrubber =0.08...found
Class::ReturnValue =0.40...found
Text::Quoted =2.02...found
File::Spec =0.8...found
Calendar::Simple...found
DBIx::SearchBuilder =1.48...found
Date::Format...found
Text::Autoformat...found
Mail::Mailer =1.57...found
Regexp::Common...found
Module::Versions::Report =1.03...found
MIME::Entity =5.108...found
HTML::Entities...found
Digest::MD5 =2.27...found
Cache::Simple::TimedExpiry...found
DBI =1.37...found
Re: [rt-users] Seeking notification method advice
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 custom field gets changed. That should fire off after the original On Create scrip runs and anytime the field is changed subsequently, right? (I can imagine a situation where the Building CF would be set incorrectly requiring some manual intervention. Tying the scrip to that CF value changing would be useful in that situation.) For the Condition, I'll use the custom one referenced in the wiki here: http://wiki.bestpractical.com/view/OnCustomFieldValueChange The template seems straightforward too. That leaves me with a question about the scrip action. To make it as generalizable as possible, wouldn't I want to create an Action as a perl module (let's call it Notify Building Tech Team) that grabs the newly changed Building custom field value and then pulls the list of techs from the corresponding group? This shouldn't require a custom action for each different building right? Next question: Who can build this for me? It's well outside my perl comfort zone, and I'll pay the going rate. Send me a private email if you're interested. Thanks. -Tim On Wed, Aug 22, 2007 at 10:33 AM, in message [EMAIL PROTECTED], Gene LeDuc [EMAIL PROTECTED] wrote: 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 locations. 2. When you get the info from your LDAP query (BHS), use it to get the e- mail address of each member of the BHS group, then send your notification to the resulting e- mail list. 3. As techs come and go, just update the group membership. Have fun! Gene At 08:04 PM 8/21/2007, Tim Wilson wrote: Hi everyone, Our RT system is used throughout our school district which includes eight different schools. Each school has its own technician who handles the vast majority of tech support requests at that school. All of our RT tickets feed into a central queue called Incidents, a design decision that allows our techs to help one another by dipping into the Incidents queue to grab tickets when they have time. I just finished a scrip action that sets a custom field for each ticket in the Incidents queue based on the result of an LDAP query. For example, if a teacher from our high school submits a ticket, a ticket custom field called Building gets set to BHS. Now here's the issue: I'd like to notify the technician at a particular school when someone from that school submits a ticket. I don't want to set the tech as the ticket owner because it's possible that another tech will actually grab it. And I don't want to overwhelm all the techs by notifying them of every incoming ticket. What's the best approach? Would it help to create a user custom field and set that to the building too? Could I use the SendEmailAction for this and create a version of the template for each of the techs? http://wiki.bestpractical.com/view/SendEmailAction I'd love to hear what some of you think. - Tim -- Tim Wilson, Director of Technology Buffalo- Hanover- Montrose Schools 214 1st Ave NE Buffalo, MN 55313 ph: 763.682.8740 fax: 763.682.8743 http://www.buffalo.k12.mn.us ___ 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 with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Tim Wilson, Director of Technology Buffalo-Hanover-Montrose Schools 214 1st Ave NE Buffalo, MN 55313 ph: 763.682.8740 fax: 763.682.8743 http://www.buffalo.k12.mn.us ___ 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 with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Customer Management with RT?
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 privileges you have set up. Kenn LBNL [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 -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Kenneth Crocker Sent: Wednesday, August 22, 2007 9:16 AM To: [EMAIL PROTECTED] Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Customer Management with RT? 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 any kind of query. Hope this helps. Kenn LBNL [EMAIL PROTECTED] wrote: Hello, I run an ISP and would like to use RT to manage customer information as well as track their support issues. I added custom fields to Users so as to be able to include IP addresses and other standard customer info. I plan to create a non privileged user for each customer. Is there a way to attach a ticket to a user without making them an owner? More importantly, is there a way to attach a ticket to a user and not have them get an email regarding it? I would like to be able to track incidents, updates and notes as tickets associated with a user (Customer) without spamming them every time we do some internal updates. I also need to be able to search by a user/customer and view their tickets. Is there a good way to do this? Thanks for any help. -Aaron No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.484 / Virus Database: 269.12.1/963 - Release Date: 8/20/2007 5:44 PM ___ 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 with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ 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 with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com No virus found in this incoming message. Checked by AVG Free Edition. Version: 7.5.484 / Virus Database: 269.12.2/966 - Release Date: 8/22/2007 9:05 AM No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.484 / Virus Database: 269.12.2/966 - Release Date: 8/22/2007 9:05 AM ___ 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 with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Seeking notification method advice
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 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 custom field gets changed. That should fire off after the original On Create scrip runs and anytime the field is changed subsequently, right? (I can imagine a situation where the Building CF would be set incorrectly requiring some manual intervention. Tying the scrip to that CF value changing would be useful in that situation.) For the Condition, I'll use the custom one referenced in the wiki here: http://wiki.bestpractical.com/view/OnCustomFieldValueChange The template seems straightforward too. That leaves me with a question about the scrip action. To make it as generalizable as possible, wouldn't I want to create an Action as a perl module (let's call it Notify Building Tech Team) that grabs the newly changed Building custom field value and then pulls the list of techs from the corresponding group? This shouldn't require a custom action for each different building right? Next question: Who can build this for me? It's well outside my perl comfort zone, and I'll pay the going rate. Send me a private email if you're interested. Thanks. -Tim On Wed, Aug 22, 2007 at 10:33 AM, in message [EMAIL PROTECTED], Gene LeDuc [EMAIL PROTECTED] wrote: 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 locations. 2. When you get the info from your LDAP query (BHS), use it to get the e- mail address of each member of the BHS group, then send your notification to the resulting e- mail list. 3. As techs come and go, just update the group membership. Have fun! Gene At 08:04 PM 8/21/2007, Tim Wilson wrote: Hi everyone, Our RT system is used throughout our school district which includes eight different schools. Each school has its own technician who handles the vast majority of tech support requests at that school. All of our RT tickets feed into a central queue called Incidents, a design decision that allows our techs to help one another by dipping into the Incidents queue to grab tickets when they have time. I just finished a scrip action that sets a custom field for each ticket in the Incidents queue based on the result of an LDAP query. For example, if a teacher from our high school submits a ticket, a ticket custom field called Building gets set to BHS. Now here's the issue: I'd like to notify the technician at a particular school when someone from that school submits a ticket. I don't want to set the tech as the ticket owner because it's possible that another tech will actually grab it. And I don't want to overwhelm all the techs by notifying them of every incoming ticket. What's the best approach? Would it help to create a user custom field and set that to the building too? Could I use the SendEmailAction for this and create a version of the template for each of the techs? http://wiki.bestpractical.com/view/SendEmailAction I'd love to hear what some of you think. - Tim -- Tim Wilson, Director of Technology Buffalo- Hanover- Montrose Schools 214 1st Ave NE Buffalo, MN 55313 ph: 763.682.8740 fax: 763.682.8743 http://www.buffalo.k12.mn.us ___ 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 with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ 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 with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Seeking notification method advice
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 boilerplate in
it and do a little bit of coding to get the contents of the custom field
and then the members of that group and then the e-mail addresses of the
group's members.
Your scrip condition would be something like:
return $self-TransactionObj-Type eq 'CustomField'
$self-TransactionObj-Field eq 'Building';
In your template you get the value of the field with:
my $bldg = $Ticket-FirstCustomFieldValue('Building');
I haven't written anything to enumerate members of a group, but it's
probably pretty straightforward. After you get the group members, you
cycle through them using something like:
my $addresslist = ;
while ( my $user = $Group-Next ) {
$addresslist .= , if $addresslist;
$addresslist .= $user-EmailAddress;
}
Then you do the e-mail:
$OUT = From: $from_address
To: $addresslist
Subject: $subject
Boilerpalte text goes here.
;
Regards,
Gene
At 02:09 PM 8/22/2007, Tim Wilson wrote:
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
custom field gets changed. That should fire off after the original On
Create scrip runs and anytime the field is changed subsequently, right? (I
can imagine a situation where the Building CF would be set incorrectly
requiring some manual intervention. Tying the scrip to that CF value
changing would be useful in that situation.)
For the Condition, I'll use the custom one referenced in the wiki here:
http://wiki.bestpractical.com/view/OnCustomFieldValueChange
The template seems straightforward too.
That leaves me with a question about the scrip action. To make it as
generalizable as possible, wouldn't I want to create an Action as a perl
module (let's call it Notify Building Tech Team) that grabs the newly
changed Building custom field value and then pulls the list of techs
from the corresponding group? This shouldn't require a custom action for
each different building right?
Next question: Who can build this for me? It's well outside my perl
comfort zone, and I'll pay the going rate. Send me a private email if
you're interested.
Thanks.
-Tim
On Wed, Aug 22, 2007 at 10:33 AM, in message
[EMAIL PROTECTED], Gene LeDuc
[EMAIL PROTECTED] wrote:
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 locations.
2. When you get the info from your LDAP query (BHS), use it to get the
e- mail address of each member of the BHS group, then send your
notification
to the resulting e- mail list.
3. As techs come and go, just update the group membership.
Have fun!
Gene
At 08:04 PM 8/21/2007, Tim Wilson wrote:
Hi everyone,
Our RT system is used throughout our school district which includes eight
different schools. Each school has its own technician who handles the vast
majority of tech support requests at that school. All of our RT tickets
feed into a central queue called Incidents, a design decision that
allows our techs to help one another by dipping into the Incidents queue
to grab tickets when they have time.
I just finished a scrip action that sets a custom field for each ticket in
the Incidents queue based on the result of an LDAP query. For example, if
a teacher from our high school submits a ticket, a ticket custom field
called Building gets set to BHS.
Now here's the issue: I'd like to notify the technician at a particular
school when someone from that school submits a ticket. I don't want to set
the tech as the ticket owner because it's possible that another tech will
actually grab it. And I don't want to overwhelm all the techs by notifying
them of every incoming ticket.
What's the best approach?
Would it help to create a user custom field and set that to the
building too?
Could I use the SendEmailAction for this and create a version of the
template for each of the techs?
http://wiki.bestpractical.com/view/SendEmailAction
I'd love to hear what some of you think.
- Tim
--
Tim Wilson, Director of Technology
Buffalo- Hanover- Montrose Schools
214 1st Ave NE Buffalo, MN 55313
ph: 763.682.8740 fax: 763.682.8743 http://www.buffalo.k12.mn.us
___
http://lists.bestpractical.com/cgi- bin/mailman/listinfo/rt- users
Community help: http://wiki.bestpractical.com
Commercial support:
Re: [rt-users] Customer Management with RT?
[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 on what type of rights the user you are doing the action has. And oddly enough, this very old screen shot on RT 3 even shows this functionality. http://www.bestpractical.com/images/screenshots/rt/3.0/newticket.gif You might find more answers to your questions on the wiki: http://wiki.bestpractical.com/view/HomePage In particular, http://wiki.bestpractical.com/view/Requestor and for what rights you'd need to give a user to set the owner: http://wiki.bestpractical.com/view/QueueSpecificRights .r' ___ 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 with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Customer Management with RT?
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 Superuser can change anything, but superuser rights are not required for this. ModifyTickets would suffice. YOu haven't describes the privileges you have set up. I don't know if what Aaron want's to do is possible completely with RT3. At the end of the day, RT is a tool to handle incidents and, as the name suggests, requests from customers. Having notes and other things in there is probably not impossible (with Asset-Tracker, there's even more stuff). But it somehow defies the original purpose in that tickets get opened, worked upon and closed. RTFM could perhaps be modified to store per-customer info that is not tied specifically to a ticket. Or AssetTracker (haven't played with it recently - the project still lacks a homepage to channel support- request and user-to-user communication). That said, there's no question that RT needs to get more customer- centric (or project-centric), in the sense that (e.g.) there are often cases where one wants to have a way to get a per-company view of tickets (because e.g. project-management at customer-company wants to see how many and what kind of tickets all the 3rd-party developers and contractors have opened in the name of his company). One could create a queue per company and make some people privileged users without the right to view comments - but with many projects/ companies/customers, it will get _very_ convoluted. There was a thread some months ago about RT 4 (by Jesse) - most of the brainstorming is in that thread. The trick with all this is to not let RT become into some silly CRM- like tool that has many options and features but makes dealing with tickets difficult and slow. All the above stuff has nothing to do with what people in helpdesks have to do (take ticket, answer, wait for feedback, next), yet those other feature are what differentiates Helpdesk-solutions to those who decide about procurement/installation (management, etc.). cheers, Rainer -- Rainer Duffner CISSP, LPI, MCSE [EMAIL PROTECTED] ___ 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 with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Seeking notification method advice
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 previous post together with the above snippet and
you should have a scrip and template that will do what you want.
Regards,
Gene
At 02:40 PM 8/22/2007, Gene LeDuc wrote:
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 boilerplate in
it and do a little bit of coding to get the contents of the custom field
and then the members of that group and then the e-mail addresses of the
group's members.
Your scrip condition would be something like:
return $self-TransactionObj-Type eq 'CustomField'
$self-TransactionObj-Field eq 'Building';
In your template you get the value of the field with:
my $bldg = $Ticket-FirstCustomFieldValue('Building');
I haven't written anything to enumerate members of a group, but it's
probably pretty straightforward. After you get the group members, you
cycle through them using something like:
my $addresslist = ;
while ( my $user = $Group-Next ) {
$addresslist .= , if $addresslist;
$addresslist .= $user-EmailAddress;
}
Then you do the e-mail:
$OUT = From: $from_address
To: $addresslist
Subject: $subject
Boilerpalte text goes here.
;
Regards,
Gene
At 02:09 PM 8/22/2007, Tim Wilson wrote:
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
custom field gets changed. That should fire off after the original On
Create scrip runs and anytime the field is changed subsequently, right?
(I can imagine a situation where the Building CF would be set incorrectly
requiring some manual intervention. Tying the scrip to that CF value
changing would be useful in that situation.)
For the Condition, I'll use the custom one referenced in the wiki here:
http://wiki.bestpractical.com/view/OnCustomFieldValueChange
The template seems straightforward too.
That leaves me with a question about the scrip action. To make it as
generalizable as possible, wouldn't I want to create an Action as a perl
module (let's call it Notify Building Tech Team) that grabs the newly
changed Building custom field value and then pulls the list of techs
from the corresponding group? This shouldn't require a custom action for
each different building right?
Next question: Who can build this for me? It's well outside my perl
comfort zone, and I'll pay the going rate. Send me a private email if
you're interested.
Thanks.
-Tim
On Wed, Aug 22, 2007 at 10:33 AM, in message
[EMAIL PROTECTED], Gene LeDuc
[EMAIL PROTECTED] wrote:
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 locations.
2. When you get the info from your LDAP query (BHS), use it to get the
e- mail address of each member of the BHS group, then send your
notification
to the resulting e- mail list.
3. As techs come and go, just update the group membership.
Have fun!
Gene
At 08:04 PM 8/21/2007, Tim Wilson wrote:
Hi everyone,
Our RT system is used throughout our school district which includes eight
different schools. Each school has its own technician who handles the vast
majority of tech support requests at that school. All of our RT tickets
feed into a central queue called Incidents, a design decision that
allows our techs to help one another by dipping into the Incidents queue
to grab tickets when they have time.
I just finished a scrip action that sets a custom field for each ticket in
the Incidents queue based on the result of an LDAP query. For example, if
a teacher from our high school submits a ticket, a ticket custom field
called Building gets set to BHS.
Now here's the issue: I'd like to notify the technician at a particular
school when someone from that school submits a ticket. I don't want to set
the tech as the ticket owner because it's possible that another tech will
actually grab it. And I don't want to overwhelm all the techs by notifying
them of every incoming ticket.
What's the best approach?
Would it help to create a user custom field and set that to the
building too?
Could I use the SendEmailAction for this and create a version of the
template for each of the
Re: [rt-users] Seeking notification method advice
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 of doing it.
Bcc: { my $bldg = $self-TicketObj-FirstCustomFieldValue('building');
my $group = RT::Group-new( $RT::SystemUser );
$group-LoadUserDefinedGroup($bldg);
$addresslist = $group-MemberEmailAddressesAsString; }
disclaimer: I just looked at the above code, it might require some
sanity checks..
.r'
Gene LeDuc wrote:
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 previous post together with the above snippet
and you should have a scrip and template that will do what you want.
Regards,
Gene
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[rt-users] Scrip Help needed (grabbing Organization)
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 with custom fields, and because we don't use the information in the customer info page (i.e address etc..) I figured just for the admin's, I would put the queue name in the organization field. So, here is the scrip, which I have tried for hours to get to work (so there may be some extraneous things here) - Basically, the problem as I see it, is that I can't get the syntax or something correct to get the value in the organization field, as when I set: $newqueue = queue1 - the code DOES change the queue, but I can't get it to grab the value in the organization field. The scrip is Condition: On Owner Change, Action: User Defined, Template: Global template: blank, Stage is TransactionCreate Script in Custom condition: blank Scrip in Custom action preparation code: return 1 Scrip in action cleanup code: my $User = new RT::User($RT::SystemUser); $User-Load( $User-Organization); my $newqueue = $User-Organization; $newqueue = ($User-Organization); $RT::Logger-info(Ticket took by an admin : new ticket in admin queue); my ($status, $msg) = $self-TicketObj-SetQueue($newqueue); $self-TicketObj-SetQueue($newqueue); $RT::Logger-info(Set queue to ($newqueue)); return 1; Output in /var/log/messages: Aug 22 21:25:38 rt RT: Ticket took by an admin : new ticket in admin queue ((eva l 2459):6) Aug 22 21:25:38 rt RT: Set queue to () ((eval 2459):9) Thanks for any help. Pinpoint customers who are looking for what you sell. http://searchmarketing.yahoo.com/ ___ 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 with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
RE: [rt-users] Customer Management with RT?
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 and tickets associated with that customer. Now the question is, how to keep them from receiving an email. I can have it so that no requestors get email under any circumstances, that would be fine. I looked in the rights and saw nothing regarding notification rights. I am also not sure which default scrips to delete/modify. I assume only the ones that refer to requestors. It would be ideal if I could modify the scrips so that : It only send an email if the requestor does not belong to the group Customers, or if the requestor is Privileged Any advice on how to do so? Thanks for the help, Aaron 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 any kind of query. Hope this helps. Kenn LBNL [EMAIL PROTECTED] wrote: Hello, I run an ISP and would like to use RT to manage customer information as well as track their support issues. I added custom fields to Users so as to be able to include IP addresses and other standard customer info. I plan to create a non privileged user for each customer. Is there a way to attach a ticket to a user without making them an owner? More importantly, is there a way to attach a ticket to a user and not have them get an email regarding it? I would like to be able to track incidents, updates and notes as tickets associated with a user (Customer) without spamming them every time we do some internal updates. I also need to be able to search by a user/customer and view their tickets. Is there a good way to do this? Thanks for any help. -Aaron No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.484 / Virus Database: 269.12.1/963 - Release Date: 8/20/2007 5:44 PM ___ 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 with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ 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 with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com No virus found in this incoming message. Checked by AVG Free Edition. Version: 7.5.484 / Virus Database: 269.12.2/966 - Release Date: 8/22/2007 9:05 AM No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.484 / Virus Database: 269.12.2/966 - Release Date: 8/22/2007 9:05 AM ___ 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 with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com No virus found in this incoming message. Checked by AVG Free Edition. Version: 7.5.484 / Virus Database: 269.12.2/966 - Release Date: 8/22/2007 9:05 AM No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.484 / Virus Database: 269.12.2/966 - Release Date: 8/22/2007 9:05 AM ___ 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 with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Seeking notification method advice
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
Subject: $subject
Boilerpalte text goes here.
;
Gene,
Is there something magic about $from_address and $subject or do I need to
create those variables? I'm assuming that I can't use the built-in RT templates
for those since I'm adding all this perl to the template.
My template now looks like this:
my $bldg = $Ticket-FirstCustomFieldValue('Building');
my $group = RT::Group-new( $RT::SystemUser );
$group-LoadUserDefinedGroup(SupportTeam-$group);
my $addresslist = $group-MemberEmailAddressesAsString;
$OUT = From: $from_address
To: $addresslist
Subject: $subject
This is a test message.
;
This isn't working, and I get the following error in the RT log:
Aug 22 22:37:43 support RT: error:couldn't parse head; error near: my $bldg
= $Ticket-FirstCustomFieldValue('Building'); my $group = RT::Group-new( $RT::S
ystemUser ); $group-LoadUserDefinedGroup(SupportTeam-$group); my $addresslist
= $group-MemberEmailAddressesAsString; (/usr/local/rt3/lib/RT/Template_Overlay
.pm:336)
So obviously the message isn't being generated correctly. I've been scouring
the wiki looking for other template examples that use this sort of method, but
I'm not having much luck making sense of them. Any help would be greatly
appreciated.
-Tim
--
Tim Wilson, Director of Technology
Buffalo-Hanover-Montrose Schools
214 1st Ave NE Buffalo, MN 55313
ph: 763.682.8740 fax: 763.682.8743 http://www.buffalo.k12.mn.us
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RE: [rt-users] Customer Management with RT?
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 basics. -Aaron -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of [EMAIL PROTECTED] Sent: Wednesday, August 22, 2007 7:07 PM To: 'Kenneth Crocker' Cc: rt-users@lists.bestpractical.com Subject: RE: [rt-users] Customer Management with RT? 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 and tickets associated with that customer. Now the question is, how to keep them from receiving an email. I can have it so that no requestors get email under any circumstances, that would be fine. I looked in the rights and saw nothing regarding notification rights. I am also not sure which default scrips to delete/modify. I assume only the ones that refer to requestors. It would be ideal if I could modify the scrips so that : It only send an email if the requestor does not belong to the group Customers, or if the requestor is Privileged Any advice on how to do so? Thanks for the help, Aaron 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 any kind of query. Hope this helps. Kenn LBNL [EMAIL PROTECTED] wrote: Hello, I run an ISP and would like to use RT to manage customer information as well as track their support issues. I added custom fields to Users so as to be able to include IP addresses and other standard customer info. I plan to create a non privileged user for each customer. Is there a way to attach a ticket to a user without making them an owner? More importantly, is there a way to attach a ticket to a user and not have them get an email regarding it? I would like to be able to track incidents, updates and notes as tickets associated with a user (Customer) without spamming them every time we do some internal updates. I also need to be able to search by a user/customer and view their tickets. Is there a good way to do this? Thanks for any help. -Aaron No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.484 / Virus Database: 269.12.1/963 - Release Date: 8/20/2007 5:44 PM ___ 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 with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ 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 with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com No virus found in this incoming message. Checked by AVG Free Edition. Version: 7.5.484 / Virus Database: 269.12.2/966 - Release Date: 8/22/2007 9:05 AM No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.484 / Virus Database: 269.12.2/966 - Release Date: 8/22/2007 9:05 AM ___ 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 with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com No virus found in this incoming message. Checked by AVG Free Edition. Version: 7.5.484 / Virus Database: 269.12.2/966 - Release Date: 8/22/2007 9:05 AM No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.484 / Virus Database: 269.12.2/966 - Release Date: 8/22/2007 9:05 AM ___ 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 with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com No virus found in this incoming message. Checked by AVG Free Edition. Version: 7.5.484 / Virus Database: 269.12.2/966 -
