James,
This is a longshot, but I have noticed that oftentimes, the more
privileges associated with a role, etc. the longer it takes to get
search results, especially on the home page. I'm wondering if
excessively global privileges granted to the CC is having the same
effect on Email?
AAAH! THanks.
Kenn
LBNL
On 4/9/2009 12:32 PM, Jerrad Pierce wrote:
On Thu, Apr 9, 2009 at 14:15, Ken Crocker kfcroc...@lbl.gov wrote:
Torsten,
I have a question? What the distinction between a fixed Queue and
one that isn't?
He means the button will always be moving tickets
To all,
I have a scrip that evaluates a CF to see if it has been modified.
If NOT, I wanted to send out an error message for RT to display in the
Modify Ticket screen. This is the action code:
$RT::Logger-error(Resolution Type NOT SET!);
return 1;
I get nothing. Does anyone have
Richard,
We do something like that. We have a CF called Resolution Type and
when a ticket status is changed from open we evaluate the CF. If it is
not set, we re-set the ticket status and display a message. In fact, I
just sent a help email to RT-Users for the part that displays the
Charles,
WE also have Oracle, but we are on 3.6.4. I have noticed that when I
first bring up RT, it takes a little while, ESPECIALLY if I have some
queries I selected for my home page. I'm not a DBA, nor a UNIX
specialist, but as I watch my computer take a long time with the initial
Charles,
You can override this a couple of ways. One is to change your
RT_SiteConfig.pm. The other is to replace the From: heading in ALL the
templates you use with what you want. The following is an example of
what we have for ALL our templates:
Subject: Request Titled:
Matt,
I'd be willing to bet ALOT of money, that your scrip uses a RT
condition (On Create, On Resolve, etc) instead of a user-defined one
AND, the stage is TransactionCreate.
Kenn
LBNL
On 4/6/2009 10:06 AM, matt wells wrote:
I have a custom field for a ticket summary. The CF is a Fill
Paul,
You'll have to run an SQL with an inner join from the Transaction
table to do this. As far as I know, Transactional history like comments
are not available thru Query builder.
Kenn
LBNL
On 4/6/2009 2:29 PM, Paul Hirose wrote:
Trying to find a Query Builder or other method to list
Simon,
I concur with Jerrad. We use the numbers 1 thru 5 with 1 being
emergency, etc. We've been on RT for 3 years and haven't seen any code
or process that uses any native sequencing of the priority field. I
believe you can write your own progression and promotion sequences on
your own
Mark,
CC recipients have to be the CC - Watcher for a queue. A CC on
a ticket is considered an Other. This distinction is to separate those
that are ALWAYS interested in copies of correspondence for ALL tickets
(Watcher) in a Queue and those that are only interested in copies of
Tom,
Reminders ARE tickets. You will find them in the TICKETS table with
Type = 'reminder'. All information that is available at the Ticket level
is there for the reminder (Due Date, Started, Resolved, CreatedBy,
Status, etc.). However, reminders do NOT go away automatically. If I
To all,
Many of my users have complained that they have to go thru so many
steps to re-assign a ticket (steal then assign). I'm on 3.6.4. Does
3.8.2 have a privilege that steals assigns in one fell swoop? If not,
has anyone developed a way to do this with less steps? Thanks.
Kenn
LBNL
Richard,
I have some code that some generous person on this list gave me for
turning Select CF's into drop-down boxes. Would that help?
Kenn
LBNL
On 3/26/2009 5:21 AM, Richard Foley wrote:
Hi folks,
I have a bunch of custom field select box popups, (a single selection from
several
Richard,
I was given the following code to modify the way Custom Fileds are
presented:
# To modify the way certain Custom Fields are set up for entering data,
# the following code should be *added* after line #76 and before the
last return
# command in the directory
Summary (type enter multiple)
from the queue.
The actual problem was that when people copy/paste text into this
field R was showing them as dupes with bullets since it was of wrong type.
Thanks
*From:* Ken Crocker
Hanane,
Try dropping the semicolon. It's not needed in a template. I insert
all sorts of Ticket and Custom Field data in my templates and never use
the semi-colon. Hope this helps.
Kenn
LBNL
On 3/25/2009 5:25 AM, hanane ourdani wrote:
I try to add this test:
To all,
I am currently on 3.6.4. In it, there are a few default validation
settings for Custom Fields. One of them is:
(?#Digits)^[\d.]+$
When I use this, however, it gives an error even though i am
entering numbers in the field. Has anyone else had this problem? What I
want it to
Peter,
I might also add that we are now planning a project to convert our
Remedy tickets to RT and move the help desk over. We have RT 3.6.4, not
nearly as robust as 3.8.2, and there are just too many flexible options
for reporting with Custom Fields to NOT use RT.
Kenn
LBNL
On
Eric,
I can't see all the tickets your trying to update, but if you try to
change the owner on 15 tickets and one of them already has an owner,
that might be a problem. Another question would be are they all in the
same queue. A ticket in a different queue will have different group
Subbaraman,
Yes. I've been thru this several times. Each time I found a better
way to do it. First off, you have to decide what the CF name will be for
ALL the queues that will be using it. Secondly, you have to have a
consensus on the values you will allow. Third, you create the NEW CF
? And navigate through them via the web
interface?
Thanks
Rudiger
On Thu, 19 Mar 2009 12:10 -0700, Ken Crocker kfcroc...@lbl.gov
wrote:
Rudiger,
I'm not sure what you mean when you refer to SCRUM. However, we
ARE supporting many software applications with technical support teams
and Queues
Rudiger,
I'm not sure what you mean when you refer to SCRUM. However, we
ARE supporting many software applications with technical support teams
and Queues oriented for each application/team. We have 1 queue
specifically designed to act as the initial request Queue where tickets
are
some things just seem to cycle around, but with
newer coats of paint.
Kenn
LBNL
On 3/19/2009 12:38 PM, Tom Lahti wrote:
Ken Crocker wrote:
Rudiger,
I'm not sure what you mean when you refer to SCRUM.
http://en.wikipedia.org/wiki/Scrum_(development)
P.S. I hate scrum
Guadaagnino,
I had that same problem myself. I wanted people in one queue to be
able to link to tickets in another queue, but at the same time, I DIDN'T
want them to have the ModifyTicket right to the other queue because
they couldn't own it and work on it (I hate when 10 different people
To all,
I have a scrip thar re-sets the Ticket Status to open when a
ticket is resolved and a certain CF has no value. Making the CF
Mandatory is not an option as the users do NOT know what to put in it
when the ticket is created and we don't want the mandatory setting to
stop ticket
-boun...@lists.bestpractical.com
[rt-users-boun...@lists.bestpractical.com] On Behalf Of Ken Crocker
[kfcroc...@lbl.gov]
Sent: Thursday, March 19, 2009 12:42 AM
To: rt Users
Subject: [rt-users] Help with displaying Error message
To all,
I have a scrip thar re-sets the Ticket Status
Andy,
Did you remember to insert a blank line after the to: line. When
you replace Subject:, From:, or to: (header replacement line) you
MUST insert a blank line between them and the body of your template.
Hope this helps.
Kenn
LBNL
On 3/15/2009 4:53 PM, Andy Smith wrote:
Hi,
I
John,
Thanks. That's sounds like a good thing to keep in mind. Anyone else?
Kenn
LBNL
On 3/13/2009 12:25 PM, John Arends wrote:
I have a bias towards Linux for this purpose. RT seems to be pushing the
envelope with bleeding edge everything, and Solaris and bleeding edge
don't mix.
Paul,
Are yosaying it NEVER triggered? If so, then I suggest you look at
your logs. Also, double check your values. Everything is case-sensitive.
If the value you are checking for doesn't exist in the Custom Field
EXACTLY as what you are checking for, it won't trigger. Otherwise, the
Paul,
Great. I didn't see that either. Hope it's helpful.
Kenn
LBNL
On 3/13/2009 12:53 PM, Paul Vlaar wrote:
Well, it looks like it was just a typo after all (forgot the opening { )
and this code just works:
if ( $self-TicketObj-QueueObj-FirstCustomFieldValue('Contract') eq
expiring )
{
John,
We are currently running 3.6.4, but DESPERATELY want to upgrade to
3.8.2. Hence the desire to get this new zone set up right FIRST, before
trying to upgrade. We are an Oracle house, so that's not on the table.
So far, I'm leaning toward Linux, but I haven't heard from Jesse or
Sean,
Can I assume your voting for Linux?
Kenn
On 3/13/2009 1:26 PM, Sean wrote:
On Fri, 2009-03-13 at 15:16 -0500, John Arends wrote:
Gary Greene wrote:
I would go CentOS for the machine if you're a RH person, since it is
practically the same thing, and there are more than a
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