Re: [rt-users] Upgraded 4.0.0 with RTFM 2.0 to RT 4.2 - can RTFM be removed?
Hi all, is there anyone who has had the same issue or has any suggestion? Or should I remove RTFM from 4.0.0 and then repeat the migration? Thanks, Giuseppe -- Giuseppe Sollazzo Senior System Analyst Member of the Open Data User Group (Cabinet Office) Member of the Technical Standards Board (Cabinet Office)? Member of the Health and Social Care Transparency Panel (Department of Health) Computing Services Information Services St George's, University of London Cranmer Terrace London SW17 0RE gsoll...@sgul.ac.uk +44 20 8725 5160 @sgulit St George's, University of London is proud to be a Stonewall Diversity Champion: 'people perform better when they can be themselves'. From: rt-users rt-users-boun...@lists.bestpractical.com on behalf of Giuseppe Sollazzo gsoll...@sgul.ac.uk Sent: 30 April 2015 12:07 To: rt-users@lists.bestpractical.com Subject: [rt-users] Upgraded 4.0.0 with RTFM 2.0 to RT 4.2 - can RTFM be removed? Dear list, we have upgrade our 4.0.0 to the latest 4.2, which includes an article functionality and currently testing it (it's a clone of our live system). On our 4.0.0, we had RTFM version 2.0 installed (although we never really used it, nor configured it) and the installation guide says this is not compatible with the auto-upgrade script. I proceeded with the 4.0.0-4.2 upgrade anyway, thinking the RTFM would just be left behind. However, the Articles section doesn't quite work (see screenshot with content not being editable, which is a clear symptom of us never having configured RTFM for use), so I suspect RTFM files are affecting the functionality. Is there a quick fix? I don't mind losing the RTFM 2.0 content to be honest. Any help would be greatly appreciated. Kind regards -- Giuseppe Sollazzo Senior System Analyst Member of the Open Data User Group (Cabinet Office) Member of the Technical Standards Board (Cabinet Office)? Member of the Health and Social Care Transparency Panel (Department of Health) Computing Services Information Services St George's, University of London Cranmer Terrace London SW17 0RE gsoll...@sgul.ac.uk +44 20 8725 5160 @sgulit St George's, University of London is proud to be a Stonewall Diversity Champion: 'people perform better when they can be themselves'. [http://www.sgul.ac.uk/images/misc/diversity_logo_with_text.jpg]
Re: [rt-users] Queues, surveys for agents, and forms
Hi Geico, Well everythings is set or created with the Web interface, so I would say that it is simple as a clic to create a new queue. It is totally possible to move ticket from one queue to an other (the ticket number does not change). You can also link tickets (create dependancies for your tickets, etc). And that thanks to the web interface so it is very user-friendly. You can also set different rights to your users according to the queue the ticket is attached from. As I said in my previous answer, you should install it on a Virtual Machine (best practical is supported by almost all linux distributions) to test it (install is quite simple and some how to exist on the internet depending of what distrib you use to use). Regards, Loic Cadoret IT Technician Keyyo Le 06/05/2015 06:47, Geico Caveman a écrit : Thanks Loic! I am glad to hear that it is easy to do so. But precisely **how** is the question. Does it go into the config file as a new block? That said, is it possible to move tickets between queues (ensuring that the ticket number does not change)? That functionality is essential as very often as a request courses through the system, it has to go from one office to another (and the only person who can decide where it goes next is the agent in the office sending it). On Mon, May 4, 2015 at 7:54 PM, Loïc Cadoret lcado...@keyyo.com mailto:lcado...@keyyo.com wrote: Hi Geico, 1. Is there some documentation on how to set up multiple queues? Our university has several different offices that need separate queues, and while allusions are made to queues and associated lifecycles, I could not find much on how to set up independent queues in the first place. I'm not sure to understand correctly your question. In RT, you can create multiple queue (I guess one by office) very easily. Each queue is independant (it has it own correspond address, admin, user rights, custom fields and scripts) and you can set them as you want to correspondant with what want to do. 2. We plan to use user surveys on each ticket to generate performance information on agents. Typically, each ticket will be handled by multiple agents. Is there a way for the customer to give different ratings to different agents? I don't think that this feature exists by default in Request Tracker, maybe an external plugin can do the job. A way to do it is to use Custom fields in your queue. For exemple, you create a custom field by agent with the rates that can be given as values of the custom field. Maybe someone else will give you a much better solution. 3. How do I set up forms for common tasks? Do you mean that you would like to create php form wich will create a ticket by submiting it ? If yes, then yes it is totaly possible. I think that it would be a very good idea to install Request Tracket on a test VM in order to test this solution and get more familiar with its functionalities. You can find RT doc here : https://www.bestpractical.com/docs/rt/4.2/ Hope it helped you, Regards, Loic Cadoret IT Technician Keyyo Le 04/05/2015 15:55, Geico Caveman a écrit : I have not yet deployed RT, and am spending time studying it before I do so. There are many questions at this stage, but beyond what I have found in the docs: 1. Is there some documentation on how to set up multiple queues? Our university has several different offices that need separate queues, and while allusions are made to queues and associated lifecycles, I could not find much on how to set up independent queues in the first place. 2. We plan to use user surveys on each ticket to generate performance information on agents. Typically, each ticket will be handled by multiple agents. Is there a way for the customer to give different ratings to different agents? 3. How do I set up forms for common tasks? I realize that I need to go deeper into the documentation (and I have to a first pass, read all that is included the user manual for 4.2.10, so simply RTFM will not be a helpful response), but I find myself faced with these unaddressed questions. Please bear with a newbie here and feel free to point me to the right documentation. Thanks.
Re: [rt-users] Queues, surveys for agents, and forms
On Wed, May 06, 2015 at 10:17:27AM +0530, Geico Caveman wrote: Thanks Loic! I am glad to hear that it is easy to do so. But precisely **how** is the question. Does it go into the config file as a new block? That said, is it possible to move tickets between queues (ensuring that the ticket number does not change)? That functionality is essential as very often as a request courses through the system, it has to go from one office to another (and the only person who can decide where it goes next is the agent in the office sending it). Hi, If you give the other groups that need to move tickets into other queues the CreateTicket and SeeQueue rights for those queues, they will show up in their dropdown box and they can pass tickets to those queues. They will not see the tickets in those queues. We do this often. Make sure you do this with groups and group permissions to keep it managable. Regards, Ken
Re: [rt-users] store data in flat files
On Wed, May 06, 2015 at 09:30:19PM +, Aaron Guise wrote: Hi Marc, You can create actions and conditions in Flat files ( See http://requesttracker.wikia.com/wiki/WriteCustomAction#From_.22User_Defined.22_to_a_module ) I don't believe you can do this with templates though. A sidenote too you still have to add relevant entries to the database in order to use Conditions and Actions in Scrips. On Thu, May 7, 2015 at 2:45 AM Marc Chantreux m...@unistra.fr wrote: hello people, i would like to store (or sync from) the scrips, conditions and templates into files instead of databases. is there a way to do that? Hi Marc, If you are using PostgreSQL, you can use a file foreign data wrapper to map a file to a DB table. I do not know what other DBs support that as well. Regards, Ken
Re: [rt-users] store data in flat files
Hi Marc, You can create actions and conditions in Flat files ( See http://requesttracker.wikia.com/wiki/WriteCustomAction#From_.22User_Defined.22_to_a_module ) I don't believe you can do this with templates though. A sidenote too you still have to add relevant entries to the database in order to use Conditions and Actions in Scrips. On Thu, May 7, 2015 at 2:45 AM Marc Chantreux m...@unistra.fr wrote: hello people, i would like to store (or sync from) the scrips, conditions and templates into files instead of databases. is there a way to do that? regards -- Marc Chantreux, Mes coordonnées: http://annuaire.unistra.fr/chercher?n=chantreux Direction Informatique, Université de Strasbourg (http://unistra.fr) Don't believe everything you read on the Internet -- Abraham Lincoln
[rt-users] [rt-announce] Assets 1.05 released
Assets 1.05 -- 2015-05-06 - We are pleased to announce Assets 1.05. https://download.bestpractical.com/pub/rt/release/RT-Extension-Assets-1.05.tar.gz https://download.bestpractical.com/pub/rt/release/RT-Extension-Assets-1.05.tar.gz.asc SHA1 sums 53b472ef543c99f3b1daae9e2e293c33dcd8cad8 RT-Extension-Assets-1.05.tar.gz 2e3a32e97ba720c3fd9f58d587424e05aec30e94 RT-Extension-Assets-1.05.tar.gz.asc Changes from 1.04: * Only call FillCache once if enabling plugin during make initdb * Ensure that grouping-less custom fields keep their values A complete changelog is available from git by running: git log 1.04..1.05 or visiting https://github.com/bestpractical/rt-extension-assets/compare/1.04...1.05 ___ rt-announce mailing list rt-annou...@lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce
[rt-users] store data in flat files
hello people, i would like to store (or sync from) the scrips, conditions and templates into files instead of databases. is there a way to do that? regards -- Marc Chantreux, Mes coordonnées: http://annuaire.unistra.fr/chercher?n=chantreux Direction Informatique, Université de Strasbourg (http://unistra.fr) Don't believe everything you read on the Internet -- Abraham Lincoln
