I might have an analogous situtation.
Our security team might find a machine they have to filter off
the network. They can lookup the net admin for that department,
and they want to create an RT ticket with that admin as CC,
so they can record the subsequent interactions.
They want all email
I have spent three days trying to get my RT installation working, I have
given up in frustration. It seems any minor item out of whack causes a
complete failure in RT. I have asked for help on this mailing list but
no-one has offered any insights into the problems I am experiencing.
Is there
Is there an extension that will make RT look like an intranet portal?
To be able to put in articles, upload docs, and such?
=20
Or do you guys have any suggestions as a good Intranet Portal I could
install on the same box as RT (RHEL5) ?
I've been happy with TWiki for our internal needs. A
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I have had to think about this a
I work in a university computer center. We try to set up
an instance per department or other large unit (e.g. college)
on request. Part of it is, I can hand the instance to an
admin and say have fun. They can then handle new users,
privs, new queues, etc. (I have to connect email
Hey everyone,
I got burned a few weeks ago when someone in my organization sent a meeting re
quest to RT. That produced a bit of a mail storm as the requests started flyin
g around. We got it under control, and I've now added a procmail rule to inter
cept meeting request emails and send them
All,
I've been running RT in production for almost 2 years in a fairly large
implementation for just the University of Washington's Computing and
Communications (central IT infrastructure). We're just about to 220K
tickets, after a fairly slow roll out. Last week we had more than 2700
new
Bob Goldstein wrote:
With our current experience with our implementation, we have been
considering some sort of Federated solution -- entirely separate
instances of RT that know about each other and that can communicate
effectively (transfer/link tickets).
Not sure what entirely separate
We are also looking at SugarCRM (and it's ability to work with the
Asterisk PBX). Rather than build CRM features into RT, it would be nice
(for us) to have RT integrate with SugarCRM as an optional/stronger
replacement for the SugarCRM ticket system.
I'm all for a better API, for exactly
We are currently evaluating a dedicated CRM system versus RT, since we have
already running RT for other things. The main aspect that seems common to
your problem to me is, that a customer (= a company) is the main object and
not the person who created a ticket neither the ticket itself. Yet
Using Nagios as an example.
Its written also in Perl, but there's a Java port which basically eliminates
the installation completely.
Download a bunch JARs and fire up Java.
If there was a port of RT in Java - this would do wonders for the adoption
rate.
Many big corporation don't allow open
In case you are still collecting .. some of my suggestions may already
been stated so apology for duplicates;
1- group unprivileged users (so each member of that group can view the
group tickets)
This one puzzles me. I think others have mentioned it, so
I want to comment.
In RT, privileged
Hi.
I'd googled about this quesitons, but I'd find no useful information.
You can simply tell me RTFM, but please link the FM I must R... ;-)
Is there an RT support for mysql replication, a single master/many slave
databases simple clustering method described in this page?
If, for the sake of argument, Best Practical were to rewrite RT, what
would you want to see in the new product?
1. Full functional API, both local and network accessible.
I have in mind integrating RT with other apps, possibly
point-to-point, or with some SOA/message bus. This could
Boris Jordanov wrote:
A quick and simple description of how things are done. All data that
we get from RT is collected directly from the MySQL database. All
data that we put back in (create/update tickets) are done through the
CommandByMail extension.
Not very useful in an open
On Wed, 2007-02-28 at 14:29 -0500, Jesse Vincent wrote:
I'd love to submit RT to Google's Summer of Code this summer. It's
probably time to start brainstorming projects.
What would you like to do/see done as part of a RT summer of code
project?
A rational, extensible,
Hi,
Again just another question for the CLI Part. Has anyone a idea how to add a
set of users per scrip to a group?
Lets say, i have a list of 500 User that are needed to be member of a single
group?
This isn't a direct answer, but several months ago I was wrestling with
a similar issue of
Hello list,
I just would like to know if this fonctionnality (assign a tiket to a
group of users) is planned.
I've implemented an home-made version of a wake-up feature, and my wish
would be to assign a woke-up ticket to the group of the user that put it
into sleep mode, in order that any member
On Wed, Jan 31, 2007 at 10:04:39AM +1100, Taan Lindemans wrote:
Does anybody else think it would be useful if the Quick Search list
could be modified to include saved searches on a per user basis?
I think that this might want to be another portlet, but I'd love to see
it happen.
There
In my RT:
RTFM - Configuration - Custom Fields (under the RTFM heading) - New Custom
Field
Then, the applies to contains RTFM articles as well as other entries.
bobg
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Hi,
I've been using RT 3.2.1 for a while... and I'm gathering that's a
little old by now...
I've got new needs so I'm wondering if RT is capable, with or without
customisations of doing the some multi-domain type support, kind of
like virtual hosting.
For example,
I have two domains, each for
See: http://wiki.bestpractical.com/index.cgi?CleanlyCustomizeRT
bobg
Well, this will overwrite all my custom changes made to RT (not those
made in the database, i know - but all *.pm for ex.). So what files does
the make upgrade modify/replace?
[EMAIL PROTECTED] wrote:
Yep, it's that easy.
Is this an update or new install?
I had a similar problem with an upgrade. At least for me, a
critical step was left out of the INSTALL instructions,
but posted in a note here later:
Login the RT web interface-
Config-RTFM-Custom Fields-CUSTOM FIELD NAME-Apply- Select the classes
I don't get any custom fields listed :(
In that case, I think you have to define some.
An RTFM article consists of one or more custom fields.
There isn't any default 'body' of the article.
bobg
I believe this is a new install...
On Thu, 18 Jan 2007 11:19:17 -0600
Bob
Click Edit in the top blue bar at the right (NOT in the 10 highest priority,
but in the far right of the very top blue bar.)
Scroll to bottom. See where it says Rows per box ? Set it there.
bobg
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--- Original message ---
From: Bill Davis [EMAIL PROTECTED]
Sent: 12/19, 22:49
Thanks Bob ,
Yes I did, ... but it has no effect because there are now no custom
fields listed under Config-RTFM-Custom Fields-
... the drop-down list is empty.
Bill Davis
Bob Goldstein wrote:
I'm stuck
I'm stuck, can't seem to go forward to 2.2.RC4, can't seem to go back to
where I was, even though I suspect my articles are still in the database
somewhere ...
Still hoping somebody (with more knowledge of RTFM RT than me) can
help ...
Did you try this?
Login the RT web interface-
I'm using RT 3.6.1 with an unknown version of RTFM installed (though I
think it is probably RTFM 2.1.40 based on the time frame installed) and
am trying to migrate to RTFM 2.2.0RC4. Downloaded the file, read the
README file, didn't seem to fit the upgrade instructions (not upgrading
from a 2.0.x
Do you all have any creative solutions for dealing with multiple email
addresses from the same person so you don't end up with two user
accounts per person? I see situations where someone has their email
client misconfigured so they send mail out as
[EMAIL PROTECTED] when most of the time they
($CanonicalizeEmailAddressReplace , 'uic.edu');
bobg
Bob Goldstein wrote:
Do you all have any creative solutions for dealing with multiple email
addresses from the same person so you don't end up with two user
accounts per person? I see situations where someone has their email
client
Hi,
I am a problem :(
I succeed to configure RT to auth users by the classical method. And in
another configuration, with the documentation on-line, I succeed to
configure RT to auth users with my ldap (using User_Local.pm, and
changing RT_SiteConfig.pm and RT_Config)
But I would like to
I'm trying to upgrade from RT 3.4.2/RTFM 2.0.2
to RT 3.6.1. Seems I need to upgrade RTFM as well,
so I tried 2.2.0RC4, since the dates seems to be similar.
Kinda works, but not really. (I'm using the 3.4-retro css
if that matters.) I never see the content of the articles,
unless I view the
Hi,
Lots of great stuff on this list and the wiki about multiple instances
pointing to different database instances (rt_math, rt_english). However,
I interested to know if anyone has set up multiple instances pointing to
the same db instance?
I have. I might have a production 3.4.2
On Mon, Jun 12, 2006 at 04:00:10PM -0500, Duncan Shannon wrote:
sounds like an apache thing, not an RT thing. I'd start with apache and
virtual host configurations.
So is it not possible to run RT from http://www.example.com/rt/?
What do you mean?
You configure apache to connect
I accidently deleted the Status Change template under 'Configuration' -
'Global' - 'Templates' - 'Status Change'
Can someone share the contents of what should be in the 'Content' section
of that template as default?
Thanks in advance.
Just this.
bobg
Subject: Status Changed to:
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