Howdy all,
I'm having a bit of trouble after upgrading from RT version 3.0.9 on
mysql4 to 3.8.4 on mysql5 running on Solaris 10.
I've managed to build and install all of the RT pre-requisites
correctly, built the RT package according to the options I desired.
Apache and mysql have been correctly
Hello
We have started using RT 3.8.4. and we found a problem with sending
attachments within Resolved email.
The template for RESOLVED starts with this:
Subject: Resolved: {$Ticket-Subject}
RT-Attach-Message: yes
when some agent works on ticket, and click on Resolve, he puts some
Only I have found that is possible when you use a queue that has
the custom fields of that queue.
The steps are:
1.- Show results
2.- Edit search
-- I can search by custom fields of that queue.
Surely I'm doing a huge error :( :(
Regards,
--
Alberto Villanueva
Industria
We have also some custom fields for some queues. To have it available in the
Tickets search, perform this steps:
1. Chose the appropriate Queue ( on which custom fields are created, if they
are not global )
2. Hit add these therms
3. Customer field will be then available in the search and you
On Thu, 30 Jul 2009 04:08:32 -0700 (PDT)
Miroslav Horvath aveng...@atlas.sk wrote:
We have also some custom fields for some queues. To have it available
in the Tickets search, perform this steps:
1. Chose the appropriate Queue ( on which custom fields are created,
if they are not global )
Could someone please help with an approach to delete all attachments in
RT database earlier than an year (or so)? We are max'ing out RT database
size and would like to perform some cleanup. Or if there is a better way
to do these type of maintenance, please do let us know. Appreciate your
help.
Hi,
be very, very, very careful doing this on DB level, you should give
RTx-Shredder a try, but touching the DB directly is not a good Idea!
Torsten
Kuehne + Nagel (AG Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.),
Dirk Blesius (Stellv.), Reiner Heiken (Stellv.), Bruno Mang,
Hi Miroslav,
That is expected behaviour.
When one clicks on resolve, it takes them to comment, not reply (correspond),
by default comments only go to admincc.
Thanks,
Bill
--Original Message--
From: Miroslav Horvath
Sender: rt-users-boun...@lists.bestpractical.com
To:
Our requirements say that we should not ever delete historical RT tickets. So
we would appreciate the best possible way to delete attachments of size 1MB
(for e.g.). Btw, we are running RT 3.6.4. Thanks for your time.
Thanks
Subba Venkateswaran
AT - App Eng - SEG
609 282 7015
Hi Michael,
Like Jesse mentioned, 200MB-2GB is really not terribly large and
should be easily handled by most current DBs. Oracle, PostgreSQL,
and MySQL definitely can. One thing to consider is if your users
will be running a content search within the attachments. This will
require a full scan of
Hi,
On RT 3.8.4, if I put my mouse over the resolve link on a ticket,
it goes to Update.html?Action=comment How can I change
that to Action=Correspond ? Not sure where this lives. I just
want it to do correspondance by default when someone resolves a ticket vs.
comment by default
Thanks.
In additon to indexes described in shredder documentation people
suggested index on Via column in CachedGroupMembers table and said
that it improves performance amazingly.
Adding an index on the Via column has significantly increased the performance.
For the record I ran:
CREATE INDEX
Hi Sean,
I can at least point you in the right direction, but I am not sure which one
is the correct file.
$RTHOME/local/plugins/RT-IR/html/RTIR/Elements/QueueTabs:
path = RTIR/Update.html?Action=CommentDefaultStatus=resolvedid=$id,
$RTHOME/local/plugins/RT-IR/html/RTIR/Elements/QueueTabs:
path
Miroslav,
Yes, just need to select Reply to Requestors from the Update Type:
Field.
Thanks,
Bill Graboyes
On Thu, Jul 30, 2009 at 10:02 AM, Miroslav Horvath aveng...@atlas.skwrote:
So is there some way how to have attachments in RESOLVE email ?
--
View this message in context:
Sean ha scritto:
On RT 3.8.4, if I put my mouse over the resolve link on a ticket,
it goes to Update.html?Action=comment How can I change
that to Action=Correspond ? Not sure where this lives. I just
want it to do correspondance by default when someone resolves a ticket vs.
comment by
So I've read the RTFM manual and I'm no clearer really on what purpose
Topics provide. They don't see to add anything to the privileged
user interface. Is this something that is used in the self-service
interface?
--
Jo Rhett
Net Consonance : consonant endings by net philanthropy, open
The RTFM PDF manual is very very very out of date. If I were to spent
the time breaking the PDF up into several wiki pages and updating
those pages to reflect 2.4.2 would that be acceptable?
--
Jo Rhett
Net Consonance : consonant endings by net philanthropy, open source
and other
On Jul 29, 2009, at 4:16 PM, Michael Ellis wrote:
I am considering attaching .wav files of the voicemail left on our
helpdesk to rt tickets, but I'm worried about performance/stability
if I start putting this amount of binary data in the system. I ran
this thought by our local DB guy and
Miroslav William,
I prefer to NOT change RT code if I can get away with it. We like our
comments included on a resolved ticket, so we just created a scrip to
send out an Email using our version of the resolved template. In our
version, we capture the last comment and put it in the Email.
I am receiving a complaint from our generic helpdesk support personnel
regarding the volume of email they receive as AdminCCs for the default queue. I
would like to disable all AdminCC notification for this one queue, but leave it
on for all others. I found an extension that adds this
I'd like to point out that this problem also re-appears in RTFM
Extract Article as well. With MessageBoxWrap = SOFT, all
paragraphs are a single long line.
On Jul 27, 2009, at 6:29 PM, Jo Rhett wrote:
Okay, I think I might have it.
# Default wrapping: HARD (choices SOFT, HARD)
Set(
If you don't want them notified, why make them AdminCC's?
Alternatively, jut make blank templates for that queue with the
same name as the global templates the scrip(s) use, and no
messages will be sent.
--
Cambridge Energy Alliance: Save money. Save the planet.
Otmar, this looks great -- however it doesn't seem to be working. Is
there any useful way to debug this?
I've confirmed that the bounce e-mails all contain the information you
are looking for. Nothing bad appears in rt.log
On Jul 24, 2009, at 4:43 AM, Otmar Lendl wrote:
I recently
Jo Rhett,
Sure. My mistake, it's just a template. Here it is:
Subject: Request Titled: {$Ticket-Subject} has been Resolved!
This ticket has been resolved. DO NOT REPLY to this message!
-
TICKET INFORMATION:
Queue :
I found one problem. It assumes that the Organization name is also
used as the subject line tag. I've fixed that.
But it has print STDERR statements here, and I wish I could figure out
where those PRINTs are going. Or is there a better way to debug
statements out to rt.log?
On Jul
Hi,
I tried without --default-charset=binary on export of old
DB 3.2.2 and import into 3.8.4 on new server and I
can see old attachments and new attachments on new server without any
issues. Don't know if this
will be an issue in the future.
old serve is running mysql 4.0.22
new server
Good question. I suppose I was on autopilot somewhat. This group is who is
responsible for either resolving the tickets in the queue or triaging and
assigning then to other queues. In my thinking I just equated that
responsibility with being an AdminCC.
I took your advice and will have them
On Thu 30.Jul'09 at 11:24:48 -0700, Jo Rhett wrote:
The RTFM PDF manual is very very very out of date. If I were to spent the
time
breaking the PDF up into several wiki pages and updating those pages to
reflect
2.4.2 would that be acceptable?
That would be great!
Thanks.
--
Jo
Hello all,
Here is a quick/dirty patch for html/Ticket/Elements/PreviewScrips
(from rt-v3.6) to give users (Actors) an interface to prevent
(Squelch) future emails from being sent to themselves for an
individual ticket.
RT appeared to have a way to Update(.html) the ticket to squelch
emails sent
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