Re: [rt-users] Tickets time affected on service contrats

[Matt Zagrabelny]

On Thu, Feb 9, 2017 at 7:35 AM, Frank Soyer  wrote:
> I tried, thanks for the suggestion Matt. But if I need to dig in code to
> have a sum of times, I think I'll rather try to develop a module to manage
> contracts ^^
> Unfortunatly, no time to learn RT dev for the moment, and no time to dev...
> If I start such a project, I'll share it.

Hey Frank,

FWIW, you could ask Best Practical for a quote on this. It doesn't
sound like too much work. It might not be too expensive.

-m

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Re: [rt-users] excluding queue in RT SQL

[Matt Zagrabelny]

Hey Alex,

On Thu, Feb 9, 2017 at 9:02 AM, Alex Hall  wrote:
> Hi all,
> Just a quick question, and one I feel like I should know. In RT's
> implementation of SQL, how do I specify a queue; name or ID?

Just a point of clarification: RT has something called TicketSQL and
while "SQL" is in its name, it is not SQL.

That being said, you want the queue's name.

> We have a cron job that runs, using SQL to search for tickets. I'm being
> asked to exclude a specific queue from this search. Do I need to use "queue
> <> 'queue name'" or "queue <> 7"? Thanks.

I would build some of the query with the search builder:

Search -> Tickets -> New Search

Add a few predicates to your search and then click Advanced. You'll
see exactly what TicketSQL RT uses.

-m

[rt-users] excluding queue in RT SQL

[Alex Hall]

Hi all,
Just a quick question, and one I feel like I should know. In RT's
implementation of SQL, how do I specify a queue; name or ID?

We have a cron job that runs, using SQL to search for tickets. I'm being
asked to exclude a specific queue from this search. Do I need to use "queue
<> 'queue name'" or "queue <> 7"? Thanks.

-- 
Alex Hall
Automatic Distributors, IT department
ah...@autodist.com

Re: [rt-users] ?==?utf-8?q? Tickets time affected on service contrats

[Frank Soyer]

And, I forgot to say that during my researches, I was wondering if custom 
fields can help me. Any idea with this ?

Frank

Le Mercredi 8 Février 2017 16:29 CET, Matt Zagrabelny  a 
écrit:
 Hi Frank,

On Wed, Feb 8, 2017 at 4:11 AM, Frank Soyer  wrote:
> Hi all,
> I wonder if an extension or some solution exists for managing service
> contracts, I mean, registering somewhere for a queue and/or a (some)
> requestor(s), a total time to decrement, and decrementing it with the time
> spent on tickets of this resquestor(s). Or, at least, report on demand the
> time spent for this requestor(s).

You could set up a "master" ticket and link in the child tickets to
it. I'm not aware of any built in mechanisms that will adjust time
accordingly between parent and child tickets - but you could certainly
add in some code to do that.

-m
 

Re: [rt-users] ?==?utf-8?q? Tickets time affected on service contrats

[Frank Soyer]

I tried, thanks for the suggestion Matt. But if I need to dig in code to have a 
sum of times, I think I'll rather try to develop a module to manage contracts ^^
Unfortunatly, no time to learn RT dev for the moment, and no time to dev... If 
I start such a project, I'll share it.

Frank

Le Mercredi 8 Février 2017 16:29 CET, Matt Zagrabelny  a 
écrit:
 Hi Frank,

On Wed, Feb 8, 2017 at 4:11 AM, Frank Soyer  wrote:
> Hi all,
> I wonder if an extension or some solution exists for managing service
> contracts, I mean, registering somewhere for a queue and/or a (some)
> requestor(s), a total time to decrement, and decrementing it with the time
> spent on tickets of this resquestor(s). Or, at least, report on demand the
> time spent for this requestor(s).

You could set up a "master" ticket and link in the child tickets to
it. I'm not aware of any built in mechanisms that will adjust time
accordingly between parent and child tickets - but you could certainly
add in some code to do that.

-m
 

Re: [rt-users] Uncheck boxes to disable notifications to the listed recipients dont working in RTIR 4.0.0

[Ģirts Mažonis]

Hi Marcos,
I think this is not that case, because if I reply on GENERAL QUEUE and from
two recipients uncheck one  i get only one email not to as from INCIDENT
REPORT QUEUE. All setup is default.

2017-02-09 14:01 GMT+02:00 Ģirts Mažonis :

> Hi Marcos,
> I think this is not that case, because if I reply on GENERAL QUEUE and
> from two recipients uncheck one  i get only one email not to as from
> INCIDENT REPORT QUEUE. All setup is default.
>
> 2017-02-09 13:36 GMT+02:00 Marcos Orallo :
>
>> Hi Girts,
>>
>> Make sure you are not suffering this bug:
>> 
>>
>> Have you checked the logs for the transaction? If you have Debug logging
>> enable, you should be able to see which recipients were squelched.
>>
>>
>> 2017-02-09 9:02 GMT+01:00 Ģirts Mažonis :
>>
>>> Hey,
>>> I have problem with RT (4.4.1) and RTIR (4.0.0)
>>> Situation: when replay on incident report. Report have two or more
>>> requestors. If i uncheck all and leav only one from that list on replay all
>>> requestors get that email. Under that recepirnt list is writen:
>>> Uncheck boxes to disable notifications to the listed recipients *for
>>> this transaction only*; persistent squelching is managed on the People
>>> page.
>>>
>>> But seems it ignore uncheked boxes and send all time to all recipients.
>>>
>>> OS: Ubuntu 16.04
>>> RT: 4.4.1
>>> RTIR: 4.0.0
>>>
>>
>>
>

Re: [rt-users] Uncheck boxes to disable notifications to the listed recipients dont working in RTIR 4.0.0

[Marcos Orallo via rt-users]

--- Begin Message ---
Hi Girts,

Make sure you are not suffering this bug:


Have you checked the logs for the transaction? If you have Debug logging
enable, you should be able to see which recipients were squelched.


2017-02-09 9:02 GMT+01:00 Ģirts Mažonis :

> Hey,
> I have problem with RT (4.4.1) and RTIR (4.0.0)
> Situation: when replay on incident report. Report have two or more
> requestors. If i uncheck all and leav only one from that list on replay all
> requestors get that email. Under that recepirnt list is writen:
> Uncheck boxes to disable notifications to the listed recipients *for this
> transaction only*; persistent squelching is managed on the People page.
>
> But seems it ignore uncheked boxes and send all time to all recipients.
>
> OS: Ubuntu 16.04
> RT: 4.4.1
> RTIR: 4.0.0
>
--- End Message ---

[rt-users] Uncheck boxes to disable notifications to the listed recipients dont working in RTIR 4.0.0

[Ģirts Mažonis]

Hey,
I have problem with RT (4.4.1) and RTIR (4.0.0)
Situation: when replay on incident report. Report have two or more
requestors. If i uncheck all and leav only one from that list on replay all
requestors get that email. Under that recepirnt list is writen:
Uncheck boxes to disable notifications to the listed recipients *for this
transaction only*; persistent squelching is managed on the People page.

But seems it ignore uncheked boxes and send all time to all recipients.

OS: Ubuntu 16.04
RT: 4.4.1
RTIR: 4.0.0