[rt-users] [Rt-announce] 2010 RT Training Sessions
Best Practical Solutions provides unparalleled instruction in how to get the most out of RT. We've been teaching users and administrators how to get the most out of RT since 2001. Since 2003, we've offered intensive one-day RT administrator training sessions to the general public. 2010 will bring four different training sessions for RT, with training split across two days. The first day starts off with a tour of RT's web interface and continues with a detailed exploration and explanation of RT's functionality, workflows and configurability. We'll touch on basic administration, but concentrate largely on helping you and your team get the most out of your RT instance. The second day of training picks up with basic RT administration and covers everything from point-and-click configuration to installation of RT, development best practices and database tuning. It goes without saying that you'll get the most out of training if you attend both days of the course, but we've designed the material so that you can step out after the first day with a dramatically improved understanding of how to use RT or show up on the second day and get quickly up to speed on how to make RT do your bidding. A spot at either day costs $995 USD for US Training / 695 EUR for European Training. You can save 25% if you attend both days of training. That's just $1495 USD / 1042.50 EUR! If you reserve before January 20th for the San Francisco session, February 15th for the Dublin session, March 5th for the Boston session, or September 20th for the Washington DC session, you can save an additional 20% by mentioning the discount code ANNOUNCE10. If you buy online, we'll automatically apply the discount. Each class includes a morning snack, coffee/tea, and an afternoon snack, as well as all training materials. Day 1 - RT User Training This intensive day-long tutorial about RT starts with basic day-to-day use and continues with detailed training about advanced RT features including saved searches, dashboards, data analysis and options for automating your workflow. This session will cover: * The purpose and general use of RT * New features in RT 3.8 * Saved Searches and customizing searches * RT's Dashboards feature * Customizing RT's workflow to match your own * Automating common procedures * How to make simple custom reports based on RT's data * A short intro to RTFM, the RT FAQ Manager * General QA Session Day 2 - RT Administration and Development This intensive day-long session aimed at RT administrators and developers covers everything from installation to backups, interface and backend customizations. You'll learn how to customize RT to meet your organization's unique needs and how to make sure that RT stays fast, reliable and flexible. This session will cover: * New features in RT 3.8 RT's system architecture * A guided tour of the RT source code * Extension mechanisms you can use to customize RT * RT Installation, including the basics of Configuration * Examples of how to optimize RT for your organization * How to tie RT into your existing authentication infrastructure * Building your own tools that talk to the RT backend * Customizing RT's workflow to match your own * Automating common procedures * How to write custom reports based on RT's data * Custom coding, modifications, and callback creation * A brief preview of RT4 * General QA Session These sessions will be offered in: San Francisco, CA, USA - February 22 23 2010 Dublin, Ireland - March 15 16 2010 Boston, MA, USA - April 5 6 2010 Washington DC, USA - Oct 25 26 2010 If you can't make it to these cities, please drop us a line to request a public training in your area. We haven't yet scheduled training for 2011; your feedback will help us decide where to offer additional sessions. Private Training We also offer private training sessions tailored to your organization's needs. For more information about on-site training for your organization, please drop us a line at train...@bestpractical.com. Reservations We like to keep class sizes relatively intimate. Please register soon or we may not be able to guarantee you a seat. When you register, please tell us which date(s) you are registering for, and whether you'd like to register for the whole training session or for only a single day. If you'd like to pay via credit card, please visit Best Practical's online store at https://shop.bestpractical.com/ If you'd prefer to reserve a seat and have us bill you, please write to us at train...@bestpractical.com. Be sure to include the full names and email addresses of all attendees you'd like to register for training. -- Cassandra Phillips-Sears cassan...@bestpractical.com Office Manager Best Practical Solutions, LLC http://www.bestpractical.com ___ RT
Re: [rt-users] what are RTFM Topics used for?
Hello, Jo. Topics can be very useful for organizing your articles. On the RTFM Documentation Intro there is a section on using topics to organize and group your articles: http://github.com/bestpractical/rtfm/blob/1d2d722dec013e3a1e55335a00c21b0ebeb8bed0/lib/RT/FM/Introduction.pod I know that when I use RTFM I create articles with a topic or topics for easier categorization later on. Though I personally have not used this feature, topics may also be used to create a Queue-Specific list of articles. From the RTFM intro: Queue Specific List of Articles You can use Topics to organize a set of Queue specific Articles. Simply create a global Topic called 'Queues' and then create Topics under Queues named after each of your Queues. Within each Queue named Topic, create some Topics and then assign Articles to those sub-topics. This creates a hierarchy like this: Queues \- General \- Topic 1 \- Topic 2 If you are replying to a Ticket in the General Queue you will be offered a choice of Topic 1 and Topic 2 along with the searching. After choosing Topic 1 or Topic 2, you will be given a list of relevant articles to choose. -- Cassandra Phillips-Sears Office Manager Best Practical Solutions, LLC http://www.bestpractical.com On Jul 30, 2009, at 2:23 PM 7/30/09, Jo Rhett wrote: So I've read the RTFM manual and I'm no clearer really on what purpose Topics provide. They don't see to add anything to the privileged user interface. Is this something that is used in the self-service interface? -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT 3.8.2 - Query Builder - Dashboards
No problem, MarcAnthony. -- Cassandra Phillips-Sears cassan...@bestpractical.com Office Manager Best Practical Solutions, LLC http://www.bestpractical.com On Jun 9, 2009, at 2:15 PM 6/9/09, MarcAnthony Barrette wrote: very helpful indeed, thanks for digging up this old post MarcAnthony Barrette Sr. Technical Support Manager e. marcanthony.barre...@theportalgrp.com e. marcanthony_barre...@toyota.com m. 415.350.1143 On Tue, Jun 9, 2009 at 10:50 AM, Cassandra Phillips-Sears cassan...@bestpractical.com wrote: On Jun 8, 2009, at 5:51 PM 6/8/09, Matthew Seaman wrote: MarcAnthony Barrette wrote: snip Also I would like to build a dashboard for Tickets Due Today and ones for Tomorrow. W/o having to go and change the Due is before date each day can It auto popolate based upon today's day +1 ? You can use relative terms like 'today', 'tomorrow' or '3 days ago' in the time fields for date based searches. They're interpreted every time the search is run. That should be sufficient for you to build your dashboards. Hello, MarcAnthony. If you are trying to use relative search terms like Matthew described, there is a thread in the archives that might help you; take a look at the Relative Dates in Search thread here: http://lists.fsck.com/pipermail/rt-users/2009-February/thread.html -- Cassandra Phillips-Sears Office Manager Best Practical Solutions, LLC http://www.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Question on use of Category in a scrip
It might be good if someone could update the wiki with this code, but
I don't think I should be the one to do it as I'm not a programmer. ;)
I think it might be helpful for others trying to answer this question
in the future.
--
Cassandra Phillips-Sears
Office Manager
Best Practical Solutions, LLC
http://www.bestpractical.com
On Jun 10, 2009, at 11:12 AM 6/10/09, Rémi wrote:
Hi Ken,
here is the code I use to do what you want (quite painful like Jesse
says ...)
my $CustomFieldObj = RT::CustomField-new($_[0]-CurrentUser);
$CustomFieldObj-LoadById($field);
my $CFVs = $CustomFieldObj-Values;
while ($CFVs and my $value = $CFVs-Next ) {
if ($value-Name eq $_[0]-FirstCustomFieldValue($field)){
return $value-Category;
}
}
($_[0] is a the Ticket object and $field is the CF id)
Rémi
2009/6/9 Ken Crocker kfcroc...@lbl.gov
Jesse,
Painful?? Please explain. I'd love to hear it.
Kenn
LBNL
On 6/9/2009 11:56 AM, Jesse Vincent wrote:
On Tue 9.Jun'09 at 11:26:08 -0700, Ken Crocker wrote:
Jesse,
I was thinking that that particular command gave me the Custom
Field value
only. I don't see where the category value for that CF can be
determined from
that code.
Indeed. I misread your question. Category is an attribute of the
CustomFieldValue, itself. Getting at it will require some more work
and will be a bit painful
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Buy a copy at http://rtbook.bestpractical.com
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Community help: http://wiki.bestpractical.com
Commercial support: sa...@bestpractical.com
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT 3.8.2 - Query Builder - Dashboards
On Jun 8, 2009, at 5:51 PM 6/8/09, Matthew Seaman wrote: MarcAnthony Barrette wrote: snip Also I would like to build a dashboard for Tickets Due Today and ones for Tomorrow. W/o having to go and change the Due is before date each day can It auto popolate based upon today's day +1 ? You can use relative terms like 'today', 'tomorrow' or '3 days ago' in the time fields for date based searches. They're interpreted every time the search is run. That should be sufficient for you to build your dashboards. Hello, MarcAnthony. If you are trying to use relative search terms like Matthew described, there is a thread in the archives that might help you; take a look at the Relative Dates in Search thread here: http://lists.fsck.com/pipermail/rt-users/2009-February/thread.html -- Cassandra Phillips-Sears Office Manager Best Practical Solutions, LLC http://www.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] SuperUser shown in Owner selection list
Hi, Jo. I added a little note in the SuperUser article in the wiki last week after Elton wrote in. If people on the list want to accuracy- check it that would be great. http://wiki.bestpractical.com/view/ShredderControl - I think these are the instructions on how to use the Shredder (though I may be wrong). -- Cassandra Phillips-Sears Office Manager Best Practical Solutions, LLC http://www.bestpractical.com On Jun 2, 2009, at 1:30 PM 6/2/09, Jo Rhett wrote: On May 22, 2009, at 1:30 PM, Elton S. Fenner wrote: My suggestion is to put some note about this in the wiki (http://wiki.bestpractical.com/view/SuperUser ). Why not you? The wiki gets better the more you update it ;-) -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Adding more criteria in the query builder
On Apr 29, 2009, at 1:31 AM 4/29/09, Uday Dey wrote: Any Idea on this people? Hi, I was wondering if more criteria can be added in the Query builder for customizing the search. If yes, then how can we do it? Because I am not having any UI option for adding more criteria’s. Regards, Uday Hi, Uday. This is just a guess, but what you are probably looking for is to add custom fields and then search on those custom fields in the query builder. http://wiki.bestpractical.com/view/CustomField If you already have custom fields set up and are wondering why they are not showing up in the query builder I think that the first question under Web User Interface in the RT FAQ wiki should have your answer: http://wiki.bestpractical.com/view/FAQ -- Cassandra Phillips-Sears Office Manager Best Practical Solutions, LLC http://www.bestpractical.com___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Relative Dates in Search
Hi Stephen. I use some dashboard searches that work like this. I usually calculate my searches from the ticket's due date, but you could use the started date or created or any other date you wanted. To see things that are due today and were due any time in the past, I use the following string in my search after setting other criteria: AND ( Due = 'today' OR Due 'today') I also have another search that shows me things that aren't due yet: AND Due 'today' If you are looking for more relative dates, I played around with this format for a few minutes and it seemed to work: AND ( Due 'today' AND Due 'last week' ) Let me know if it works for you. It looks like you can get it down to 1 week in either direction, but I don't know how it would be adapted to show something like two weeks ago or the week before last week, though. I tried putting those phrases in the strings and the query didn't return what I wanted. -- Cassandra Phillips-Sears Office Manager Best Practical Solutions, LLC http://www.bestpractical.com On Feb 26, 2009, at 11:17 AM 2/26/09, Stephen Cochran wrote: Is there a way to specific a relative date in a search so that when saved it will calculate off the current date? For example tickets from the past two weeks but without having to adjust the date in the search? ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Relative Dates in Search
Hi Stephen. I think I've got it. You can use + and - signs in front to increment the numbers of weeks, months, etc. So, if you want to see all tickets due in the past 2 weeks before today, you'd add this to your search: ( Due 'today' AND Due '-2 week' ) If you wanted to see all the tickets due today and coming up for the next 2 weeks, you could try: ( Due = 'today' AND Due '+2 week' ) And so on and so forth. -- Cassandra Phillips-Sears cassan...@bestpractical.com Office Manager Best Practical Solutions, LLC http://www.bestpractical.com On Feb 26, 2009, at 11:36 AM 2/26/09, Cassandra Phillips-Sears wrote: Hi Stephen. I use some dashboard searches that work like this. I usually calculate my searches from the ticket's due date, but you could use the started date or created or any other date you wanted. To see things that are due today and were due any time in the past, I use the following string in my search after setting other criteria: AND ( Due = 'today' OR Due 'today') I also have another search that shows me things that aren't due yet: AND Due 'today' If you are looking for more relative dates, I played around with this format for a few minutes and it seemed to work: AND ( Due 'today' AND Due 'last week' ) Let me know if it works for you. It looks like you can get it down to 1 week in either direction, but I don't know how it would be adapted to show something like two weeks ago or the week before last week, though. I tried putting those phrases in the strings and the query didn't return what I wanted. -- Cassandra Phillips-Sears Office Manager Best Practical Solutions, LLC http://www.bestpractical.com On Feb 26, 2009, at 11:17 AM 2/26/09, Stephen Cochran wrote: Is there a way to specific a relative date in a search so that when saved it will calculate off the current date? For example tickets from the past two weeks but without having to adjust the date in the search? ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Relative Dates in Search
Thanks Hans! -- Cassandra Phillips-Sears cassan...@bestpractical.com Office Manager Best Practical Solutions, LLC http://www.bestpractical.com On Feb 26, 2009, at 11:34 AM 2/26/09, Hans Dieter Pearcey wrote: On Thu, Feb 26, 2009 at 11:36:57AM -0500, Cassandra Phillips-Sears wrote: It looks like you can get it down to 1 week in either direction, but I don't know how it would be adapted to show something like two weeks ago or the week before last week, though. Use numerals instead of words for numbers. % perl -MTime::ParseDate -le 'print for scalar localtime, scalar localtime Time::ParseDate::parsedate(2 weeks ago)' Thu Feb 26 11:33:52 2009 Thu Feb 12 11:33:52 2009 hdp. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] RT Training Announcement - April 27 28 2009 - Boston MA
check or wire transfer, we will email you an invoice upon receipt of your reservation. If your company requires a printed invoice, please provide us with your accounts-payable contact and address. If payment is not received two weeks prior to the class date, we may be forced to release your reserved seat. Unless you notify us that you will not be attending the session at least two weeks in advance, you will still be responsible for some or all of the cost of the session. For more information, please see the cancellation policy below. Cancellation Policy To cancel your reservation, please send mail to train...@bestpractical.com with the names and email addresses of those who wish to cancel. If you notify us that you will not be attending training at least two weeks prior to the class date, the entire class fee will be refunded. If you notify us that you will not be attending training less than two weeks before the class date, Best Practical will charge a $250 USD cancellation fee. If you notify us that you will not be attending training less than 72 hours prior to the start time of the class, the entire fee is non- refundable. Hotel Information There will be a limited number of discounted hotel rooms available at the training venue for attendees. More information regarding transportation options and parking will be provided when you register for a class. -- Cassandra Phillips-Sears Office Manager Best Practical Solutions, LLC http://www.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Display tiff-attachments
Hello. You can get plugins that display TIFFs (http://www.alternatiff.com/ looks like it works in IE as well as Firefox, Opera, and Chrome) but I agree with Thomas' approach. -- Cassandra Phillips-Sears Office Manager Best Practical Solutions, LLC http://www.bestpractical.com On Feb 20, 2009, at 12:17 PM 2/20/09, Tom Lahti wrote: Knaupp, Thomas wrote: Hello List, we're using RT 3.8.2. Is there any chance to display (a preview of) tiff-attachments? It works fine with .png, .jpg, etc... so it would be nice to see support for .tiff, too. I don't know of any web browsers that display TIFF images; certainly not IE or Firefox. I suppose it should be possible to internally convert the TIFF to a browser-supported image type in a temp file and send that to the browser as a preview, but image conversion is very CPU expensive. You're better off just storing it as an image type that web browsers can display in the first place. -- Tom Lahti BIT Statement LLC http://www.bitstatement.net/ -- ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
