Re: [rt-users] Upgraded 4.0.0 with RTFM 2.0 to RT 4.2 - can RTFM be removed?

2015-05-06 Thread Giuseppe Sollazzo
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)?
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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

2015-05-06 Thread Loïc Cadoret

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

2015-05-06 Thread k...@rice.edu
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

2015-05-06 Thread k...@rice.edu
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

2015-05-06 Thread Aaron Guise
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

2015-05-06 Thread Alex Vandiver
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
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[rt-users] store data in flat files

2015-05-06 Thread Marc Chantreux
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