, ccdlflags='-Wl,-E
-Wl,-rpath,/usr/lib/perl5/5.8.8/i386-linux-thread-multi/CORE'
cccdlflags='-fPIC', lddlflags='-shared -L/usr/local/lib'
Any ideas?
-- Gary Oberbrunner
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someone;
-- Gary Oberbrunner
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to them:
On Owner Change Notify Owner with template Transaction
... and lastly, if someone here comments on a ticket, the other people here
watching that ticket should get an email:
On Comment Notify ? as Comment with template Comment
--
. . . . . . . . . . . . . . . . . . . . . . . . .
Gary
instead of support-rt, to prevent RT from forwarding that email to the
requestor and others? Or is there a Condition I can use (or write) to tell
whether a certain transaction originated via email or web?
thanks;
--
. . . . . . . . . . . . . . . . . . . . . . . . .
Gary Oberbrunner
Hi; I'm trying to set up RT at my company, for handling incoming support
requests from outside via email. I'm using latest 3.6.3 on Linux.
...
CCs: how do you get on/off this list?
AdminCCs: how do you get on/off this list?
Other Recipients: what is this?
The People tab lets you
Paul Johnson wrote:
Gary: If you're going to use the digests, be sure to split the digest into
individual messages and reply to those and not the digest itself. A great
example how to do this is available in the procmailex manpage. Replying to
the individual messages preserves threading,
Randy Oswald wrote:
I am trying to create a search for tickets that have been last updated
by a non-privileged user (by responding to an email we have sent from
RT). I'm looking for a list of people who have responded to us, but our
group hasn't acted upon yet.
I'm also interested in this; a
perl-script
PerlHandler RT::Mason
/Location
So what have I misconfigured?
thx,
--
Gary Oberbrunner
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Kevin Falcone wrote:
On Jul 9, 2007, at 10:06 AM, Gary Oberbrunner wrote:
Hi folks -- is there a hook to filter or process the ticket history texts
(email bodies) when they're displayed? We'd like to turn certain
pieces of
text (identified by regex) into html links.
You should be able
Essentially I created a file in the local/share/request-tracker3.4 tree
called html/Callbacks/CCDC/Ticket/Elements/ShowMessageStanza/Default
containing:
%init
my $val = $$content;
use bytes;
$val =~ s/(s?http|https):[\w\/\.:+\-]+/a href=$$\/a/gi;
$$content = $val;
/%init
%args
Hi folks -- I'd like rt to notify the owner if correspondence or comments come
in, but not if the correspondence/comments are by the owner. Possible? Easy?
Actually what I'd like is if *anything* changes in the ticket and the change
is by someone else, I'd like the owner to get notified. Do I
Jacob Helwig wrote:
Gary,
Since the ticket owner should already be notified of any correspondence
taken on the ticket, we added a scrip to handle comments.
I just tried this, and it doesn't seem to work, at least in my RT. I sent an
email from the requestor's email address with [rt #12] in
Hi folks, I'm wondering how Reminders are intended to be used. I set a
couple, one soon and one far in the future. I didn't get any email or
notifications for the soon one when it expired; am I supposed to?
And for the future ones, I'd expect RT to only show my upcoming reminders,
not the long
Can I change the default queue for the New Ticket in... button on the at a
glance page? 99% of our tickets go into the support queue, which currently
isn't the default (I think it defaults to the first element of the popup,
which is sorted alphabetically).
Thanks!
--
Gary Oberbrunner
Toby Darling wrote:
Hi Gary
...The support person then typically forwards that
If your staff are using Thunderbird, I can recommend the MailRedirect
Thanks Toby -- that's not a bad idea. We do mostly use Tbird, but
unfortunately I can't make everyone install the extension and use it :-(,
Hi -- anyone have a simple recipe for adding the time date to the at a
glance page? I looked at Elements/Footer and don't see an easy way to
customize it without replacing the whole file (e.g. local/html/Elements/Footer).
Reason for doing this? Folks want to know when the page was last
I'd like to make a query to find all open tickets where the customer's been
waiting for a reply for longer than N hours. It looks to me like Told is the
last time the customer was replied to, and LastUpdated is the last time
anything happened in the ticket. So I tried this, in the Edit Query
Ruslan Zakirov wrote:
Try the following:
Queue = 'support' AND Status = 'open' AND Told '-5 hours'
Simple, but unfortunately it mostly gets the cases where we're waiting for the
customer and not the other way around.
I'd be happy if I could say LastUpdatedBy Owner too...
Sorry, but the UI
James Moseley wrote:
Additionally, you probably want to use a status of 'new'. New tickets mean
they haven't been touched. Of course, new tickets don't have a 'Told'
value. If a ticket is open, it's been touched in some manner, but it
doesn't mean that the customer has been responded to...
Robert Long wrote:
Gary Oberbrunner wrote:
Isn't this a common thing, to want to find the open tickets that aren't
being handled in a timely fashion?
How about setting up a custom field like Where the ball lays with
values of Customer or Us. Then write a scrip to flip that value if
one
Is it possible to tell whether a ticket is coming from email (all our tickets
from customers come in that way) or via the web ui (in which case it's entered
by a tech)? I'd like tickets entered via the web ui to get auto-assigned to
the person entering them.
thx,
-- Gary Oberbrunner
I've seen various references to the forward feature in RT (we're
running 3.8.2 on Ubuntu), but I can't figure out how to forward a
ticket. I don't see a Forward button on any of the screens... any hints?
Thanks,
--
. . . . . . . . . . . . . . . . . . . . . . . . .
Gary Oberbrunner
comfortable using git and building from source if that is
anywhere close to reasonably stable. We run RT on Ubuntu 8.04 with
mysql so it's a pretty vanilla install.
Any advice appreciated; thanks!
--
. . . . . . . . . . . . . . . . . . . . . . . . .
Gary Oberbrunnerga...@genarts.com
;
}
but how can I make that fix resist being overwritten by new versions of RT?
-- Gary Oberbrunner
RT Training in Washington DC, USA on Oct 25 26 2010
Last one this year -- Learn how to get the most out of RT!
On 10/14/2010 11:44 AM, Thomas Sibley wrote:
On 14 Oct 2010 11:33, Gary Oberbrunner wrote:
I have some tickets that have HTML (coming from email, which was pasted
from Word), so they have lots of p class=MsoNormal.../p which RT
displays with a 1em margin, so they get really spaced out. I
On 10/14/2010 12:24 PM, Gary Oberbrunner wrote:
On 10/14/2010 11:55 AM, Jeff Voskamp wrote:
Put your fix in
.../local/rt/html/Callbacks/MSfix/NoAuth/css/web2/main.css/End
Hmm, can't get it to work for me. Tried local/rt/html as you have
above, and just local/html where all my other
going. Our apache server is
fine for the other services it runs. The CLI takes milliseconds, but REST
takes several seconds on average (with large variance).
Any idea where I should look for the bottleneck?
thanks,
-- Gary Oberbrunner
- Original Message -
From: Kevin Falcone falc...@bestpractical.com
To: rt-users@lists.bestpractical.com
Sent: Tuesday, January 11, 2011 10:41:51 AM
Subject: Re: [rt-users] performance: REST vs. cmd line
On Tue, Jan 11, 2011 at 08:47:36AM -0500, Gary Oberbrunner wrote:
We're
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