Re: [rt-users] RT::Extension::Announce post install question

[Alex Vandiver]

On Wed, 8 Apr 2015 15:36:31 + "Karres, Dean" 
wrote:
> Hi,
> 
> I am running RT 4.2.10.  I just used cpan to install
> RT::Extension::Announce and I looked at the resulting install messages.

Installing using the cpan or cpanm command-line clients will never run
the "make initdb" step.  The new documentation (to be included in
4.2.11, the first rc of which should be out within a week) for
installing plugins calls this out:

https://github.com/bestpractical/rt/blob/stable/docs/extensions.pod#installing-extensions

 - Alex

Re: [rt-users] RT::Extension::Announce post install question

[Landon Stewart]

I could be wrong but it looks like it adds a queue called "RTAnnounce" and then 
a Custom Field for that queue called 'Announcement Groups'.

Does this mysql query return an record from the Queues table?

SELECT * FROM Queues WHERE Name = 'RTAnnounce';

Landon Stewart : lstew...@iweb.com
Lead Specialist, Abuse and Security Management
Spécialiste principal, gestion des abus et sécurité
http://iweb.com : +1 (888) 909-4932

> On Apr 8, 2015, at 11:48 AM, Karres, Dean  wrote:
> 
> Good idea!.  I did that, the Makefile lines are interesting but obscure.  
> After running the initdb I saw no obvious changes to the DB structure.  I 
> suspect that I’d have to know exactly what changes it was likely to make… 
> again obscure
> 
> 
> 
> From: Landon Stewart [mailto:lstew...@iweb.com]
> Sent: Wednesday, April 08, 2015 1:20 PM
> To: Karres, Dean
> Cc: rt-users@lists.bestpractical.com
> Subject: Re: [rt-users] RT::Extension::Announce post install question
> 
> On Apr 8, 2015, at 8:36 AM, Karres, Dean  > wrote:
> 
> Hi,
> 
> I am running RT 4.2.10.  I just used cpan to install RT::Extension::Announce 
> and I looked at the resulting install messages.  I see the line where is says 
> to run “make initdb” but can’t tell if the CPAN make did that or if I still 
> need to.  I see in the docs that running the initdb step more than once can 
> be a bad thing.  How can I tell if initdb has already been run?
> 
> I would check the Makefile to see what initdb actually does and then check 
> the database to see if it was done.
> 
> Landon Stewart : lstew...@iweb.com 
> Lead Specialist, Abuse and Security Management
> Spécialiste principal, gestion des abus et sécurité
> http://iweb.com  : +1 (888) 909-4932
> 
> 



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[rt-users] Can I fill in a CF with multiple values from message body?

[Katina Haytova]

Hello,

I have a multi-value CF and a message with a body that contains:

Email:
Name:
Phone:
first name:
last name:

 etc.

i would like to get these and put them in a CF named INFO

For now i am using the extractcustomfields extension) using this in the 
template:


INFO|body|([NPE][ahm][moa][eni][a-z]*. .+)$||q+|

It extracts only

Email:
Name:
Phone:

This way, I think, is rather uncomfortable.

Could you help me with an improvement suggestion?

Thank you in advance!
--
Best regards
K. Haytova

Re: [rt-users] RT::Extension::Announce post install question

[Landon Stewart]

On Apr 8, 2015, at 8:36 AM, Karres, Dean  wrote:
> 
> Hi,
> 
> I am running RT 4.2.10.  I just used cpan to install RT::Extension::Announce 
> and I looked at the resulting install messages.  I see the line where is says 
> to run “make initdb” but can’t tell if the CPAN make did that or if I still 
> need to.  I see in the docs that running the initdb step more than once can 
> be a bad thing.  How can I tell if initdb has already been run?

I would check the Makefile to see what initdb actually does and then check the 
database to see if it was done.

Landon Stewart : lstew...@iweb.com
Lead Specialist, Abuse and Security Management
Spécialiste principal, gestion des abus et sécurité
http://iweb.com : +1 (888) 909-4932




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[rt-users] RT::Extension::Announce post install question

[Karres, Dean]

Hi,

I am running RT 4.2.10.  I just used cpan to install RT::Extension::Announce 
and I looked at the resulting install messages.  I see the line where is says 
to run "make initdb" but can't tell if the CPAN make did that or if I still 
need to.  I see in the docs that running the initdb step more than once can be 
a bad thing.  How can I tell if initdb has already been run?

Cheers

Re: [rt-users] General reminder emails

[fleon]

Great, that would solve the issue of not needing to create multiple
dashboards. However, for the cycle to be complete i cannot seem to find the
way to subscribe a whole group to a dashboard. This is no biggie, since we
are only 4 users in the group queue, so i could tell them to subscribe
manually, but it would be ideal for me as the admin to subscribe everyone in
the group at once and maybe even not allowing them to disable their
subscription



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Re: [rt-users] General reminder emails

[Jeremy Wilson]

Sorry, I was not paying attention to the first part, but if I understand, you 
are looking for a way to remind users that they have tickets that they need to 
respond to?  I got some information a while back on RT statistics (or RTSTATS) 
which was a bunch of mysql statements written.  I was able to adopt them into 
emailing me a report of which tickets had not been responded to.I place 
that script and cron job below.  The link that I can find now is 
http://requesttracker.wikia.com/wiki/RT3StatisticsPackage  It was written for 
RT3, so I am not sure if anything has changed.  This is also dependent on being 
able to email from your RT system.  I hope this helps.  The cron tab runs a 
script that runs the report.

First I will show the crontab that runs the job at 12:00PM Monday-Friday

### This cron will run a report from RT for tickets not responed to in last 
24 hours
0 12 * * 1-5 /root/rtstats/stafftwentyfour.sh
*
Now I will show you the script stafftwentyfour.sh
**
#!/bin/sh
cd /root/rtstats
./twentyfourhour USER1
./twentyfourhour USER2
./twentyfourhour USER3
mail -s "Staff Reports For Request Tracker" jwil...@adomainname.com < 
/root/rtstats/twentyfour.txt
rm twentyfour.txt
./twentyfourhour USER1
./twentyfourhour USER2
./twentyfourhour USER3
./twentyfourhour USER4
./twentyfourhour USER5
./twentyfourhour USER6
mail -s "Staff Reports For Request Tracker" cnucko...@adomainname.com < 
/root/rtstats/twentyfour.txt
rm twentyfour.txt
*
As you can see the script is made up into 3 parts
1. The first part is to run the script twentyfourhour "username"
This will run the script "twentyfourhour" for all users in the last 24 hours 
and creates a file twentyfour.txt with the results
of which ticket has not been responded to in the last 24 hours
2. The second part is to email twentyfour.txt in the body of the email to 
managers
3. The 3rd part is to remove twentyfour.txt for the next use. If you did not 
remove the file the it would keep appending the
results.


**
Now I will show you the script twentyfourhour
**
#!/usr/bin/perl
#
# $Id: rt3-stats,v 1.4 2004/02/12 06:28:28 carl Exp $
#
# rt3-staffreport
#
open(STDOUT, ">>twentyfour.txt");
use DBI;
my $database = "rtdb";
my $hostname = "";
my $port = '';
my $user = "rtuser";
my $password = "RTPASSWORD";
my $dsn = "DBI:mysql:database=$database;host=$hostname;port=$port";
my $dbh = DBI->connect($dsn,
$user,
$password,
{'RaiseError' => 1});
format STDOUT_TOP =
Tickets not responded to in last 24 hours for @
$userid
Id Status Created LastUpdated Queue Subject
=
.
format STDOUT =
@<< @<<< @<<<
@< @<< ^<<
$ary[0],$ary[1], $ary[2], $ary[3], $ary[4], $ary[5]
~~ ^<<
$ary[5]
.
$userid = $ARGV[0];
$query = "select Tickets.id, Tickets.Status, Tickets.Created, 
Tickets.LastUpdated, Queues.Name, Tickets.Subject from
Tickets,Queues,Users where Tickets.Queue=Queues.id and Tickets.Owner=Users.id 
and Users.Name='$userid' and
Tickets.Status!='Resolved' and Tickets.Status!='Deleted' and 
Tickets.LastUpdated < DATE_SUB(now(), INTERVAL 1 DAY)";
$sth = $dbh->prepare($query) or die "Can't prepare queue query";
$rc = $sth->execute
or die "Can't execute statement: $DBI::errstr";
while (@ary = $sth->fetchrow_array) {
$ary[2] = `date -d 'GMT $ary[2]'`;
$ary[3] = `date -d 'GMT $ary[3]'`;
write;
}
$dbh->disconnect;
exit 0;
*


-Original Message-
From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of 
fleon
Sent: Wednesday, April 08, 2015 9:00 AM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] General reminder emails

Thank you, this seems to more or less do what i want. However, if i understand 
correctly, i must create a saved search for each one of my agents, since i 
don't see a way to create just one dashboard with opened or new tickets in a 
queue and the owner='myself' or something like that, so every user subscribed 
to that dashboard would get the email without needing to create one dashboard 
for each user.

Also, when consulting the README, i saw that there is a tool to send email 
digests. I will also try that option



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Re: [rt-users] General reminder emails

[Jeff Voskamp]

On 08/04/15 08:59 AM, fleon wrote:

Thank you, this seems to more or less do what i want. However, if i
understand correctly, i must create a saved search for each one of my
agents, since i don't see a way to create just one dashboard with opened or
new tickets in a queue and the owner='myself' or something like that, so
every user subscribed to that dashboard would get the email without needing
to create one dashboard for each user.

Also, when consulting the README, i saw that there is a tool to send email
digests. I will also try that option


Set the owner to '__CurrentUser__' in the search.

Jeff

Re: [rt-users] General reminder emails

[fleon]

Thank you, this seems to more or less do what i want. However, if i
understand correctly, i must create a saved search for each one of my
agents, since i don't see a way to create just one dashboard with opened or
new tickets in a queue and the owner='myself' or something like that, so
every user subscribed to that dashboard would get the email without needing
to create one dashboard for each user.

Also, when consulting the README, i saw that there is a tool to send email
digests. I will also try that option



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