[rt-users] Notify by sms when new ticket is created

[David Hollinger]

We would like to create a scrip for RT the sends out texts to both my 
supervisor and I when a ticket arrives afterhours.  The text would have ticket 
#, ticket subject, requestor and a link to the ticket.  Any ideas where to 
start with this?
I haven't been able to find anything online regarding this particular setup

David Hollinger III
IT Infrastructure Coordinator
Handwriting Without Tears
(301)263-2700 ext 285
(402)430-3127

[rt-users] User performance reporting

[David Hollinger]

I'm looking for an effective way to create/run a report on tickets from a 
specific queue, with specific owners and find out how often during the tickets' 
lifetime (from open to close) the owner missed the response Due Date (as set by 
SLA).  I want the report to return every instance that a ticket has a missed 
Due Date, showing the columns for ticket number, Due Date, the corresponding 
update transaction for that Due Date (our Due Dates update every time there is 
a response, until close), and the ticket Priority.  Any suggestions?



David Hollinger III
IT Infrastructure Coordinator
Handwriting Without Tears
(301)263-2700 ext 285
(402)430-3127

[rt-users] Parse ticket for words to prevent certain replies from reopening tickets

[David Hollinger]

I'm trying to write a scrip that will parse the content of a ticket transaction 
after the ticket has been resolved and prevent any ticket with the reply 
thanks, Thank you!, no problem, etc and variations of those from reopening 
the ticket as it throws our SLA metrics off.  The only problem I'm running into 
 is, I don't know what object the ticket content is stored in.  Is it a 
TranactionObj? (I'm assuming it is) If so, how do I assign that to a variable 
in the RT perl scrip.   Once I have that part done, I should be good to go.

Thanks!

David Hollinger III
IT Infrastructure Coordinator
Handwriting Without Tears
(301)263-2700 ext 285
(402)430-3127


RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston — March 5  6, 2012

[rt-users] RT::ServiceBusinessHours failure

[David Hollinger]

/Interface/Web.pm:285]
  [/opt/rt4/share/html/autohandler:53] (/opt/rt4/sbin/../lib/RT/Scrip.pm:483)

Any ideas what I did wrong?

Thanks!

David Hollinger III
IT Infrastructure Coordinator
Handwriting Without Tears
(301)263-2700 ext 285
(402)430-3127


RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston — March 5  6, 2012

[rt-users] Due Date not setting correctly

[David Hollinger]

I need Due date set to the default 24 hours when a ticket comes in and change 
anytime the priority is change and/or a reply is sent, but for some reason it 
only seems to work with tickets created from within RT and by reply to tickets 
that were emailed in.   And even then, the due date resets back to Not Set If 
priority is changed and a reply isn't sent.

Any suggestions?


David Hollinger III
IT Infrastructure Coordinator
Handwriting Without Tears
(301)263-2700 ext 285
(402)430-3127


RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston — March 5  6, 2012

[rt-users] Problems with an SLA Scrip I created

[David Hollinger]

I've written a scrip to do not only that, but to change the SLA whenever the 
Priority is changed, based off what the priority is changed to, however it 
doesn't seem to work.  Here's the code - I'm fairly new to perl, so I may have 
missed something in the code:



my $ticketPriority = $self-TicketObj-Priority;

if($ticketPriority == 0) {

  my $SLA = '24';

  }

elsif($ticketPriority == 25) {

  my $SLA = '8';

  }

elsif($ticketPriority == 50) {

  my $SLA = '4';

  }

elsif($ticketPriority == 75) {

  my $SLA = '1';

  }

else {

  my $SLA = 'Critical';

  }



my $CFName = 'SLA';

my $CF = RT::CustomField-new( $RT::SystemUser ); $CF-LoadByNameAndQueue( Name 
= $CFName, Queue = $Ticket-Queue ); unless( $CF-id ) {

  $CF-LoadByNameAndQueue( Name = $CFName, Queue = '0' ); }

unless( $CF-id ) {

  $RT::Logger-error( No field $CFName in queue . $Ticket-QueueObj-Name );

  return undef;

}



$Ticket-AddCustomFieldValue ( Field = $CF, Value = $SLA );





Any suggestions or problems you see?

Thanks!

David Hollinger III
IT Infrastructure Coordinator
Handwriting Without Tears
(301)263-2700 ext 285
(402)430-3127


RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston — March 5  6, 2012