Is there a way to make multiple menu items for custom fields, and then
split my custom fields into those separate menu items?
For example: A queue I'm working on will have around 30 custom fields. They
are topical, so they'd like to break it up into groups of about 4 or 5 with
a title on each. So
, Chris Hall wrote:
Is there a way to make multiple menu items for custom fields, and then
split my
custom fields into those separate menu items?
For example: A queue I'm working on will have around 30 custom fields.
They are
topical, so they'd like to break it up into groups of about 4
Hello,
My rt users have hit me with a rather.. unusual request. I'm not exactly
sure how to get RT to do what they're asking.
Basically they want to generate a monthly report of times a comment was
made on tickets in a queue. This alone I'm almost able to achieve through a
mysql query. But
or
something I can turn on that will enable like a debug mode so I can see
what's happening on a step by step basis when something happens like a
comment?
On Tue, Nov 5, 2013 at 3:45 PM, Alex Vandiver ale...@bestpractical.comwrote:
On Tue, 2013-11-05 at 15:36 -0500, Chris Hall wrote:
Still haven't
09:56:39 rt RT: [30613] More than 50 possible Owners found for Queue
41; switching to autocompleter
On Wed, Nov 6, 2013 at 10:54 AM, Asif Iqbal vad...@gmail.com wrote:
On Wed, Nov 6, 2013 at 10:04 AM, Chris Hall hir...@gmail.com wrote:
I'm officially stumped. This apparently is an issue
that this fix is needed if it's ever overwritten by an
upgrade.
On Wed, Nov 6, 2013 at 2:02 PM, Asif Iqbal vad...@gmail.com wrote:
On Wed, Nov 6, 2013 at 12:20 PM, Chris Hall hir...@gmail.com wrote:
Nov 6 09:56:39 rt RT: [30613]
rt-4.2.0-30613-1383749799-436.57417-...@xxx.com #57417/999087 - Scrip
2
Hello all,
I have somewhat of an aesthetics question about RT 4.2. Back in 4.0, when
my helpdesk people went to create a ticket, etc, they would sometimes need
to change the owner in the basics field. In 4.0 it was a dropdown. In
4.2, it's now a typed auto-completing field. Is there a way to
I'm noticing a strange problem after my upgrade from 4.0.0 to 4.2. Before
my upgrade I'd made a global script that would have the user attempt to
take ownership of a ticket after commenting on it. This is still working
after the upgrade. However, now it is immediately given back to the
previous
That's the answer Alex. I found it a few minutes after I'd emailed the
mailing list. There's ~60 users. Thanks for the reply.
On Tue, Nov 5, 2013 at 12:03 PM, Alex Vandiver ale...@bestpractical.comwrote:
On Tue, 2013-11-05 at 11:35 -0500, Parish, Brent wrote:
Add this line into
: $msg );
return undef;
}
return 1;
On Tue, Nov 5, 2013 at 12:03 PM, Alex Vandiver ale...@bestpractical.comwrote:
On Tue, 2013-11-05 at 11:40 -0500, Chris Hall wrote:
I'm noticing a strange problem after my upgrade from 4.0.0 to 4.2.
Before my upgrade I'd made a global script
) {
$RT::Logger-error( Impossible to assign the ticket to $Actor: $msg );
return undef;
}
return 1;
On Tue, Nov 5, 2013 at 12:10 PM, Chris Hall hir...@gmail.com wrote:
This is my scrip that sets the owner to themselves after a comment. Like
I said though it's working fine. However
to the
original owner. I can't seem to figure out why.
On Tue, Nov 5, 2013 at 12:32 PM, Chris Hall hir...@gmail.com wrote:
My mistake, the custom action commit code is this:
# get actor ID
my $Actor = $self-TransactionObj-Creator;
# ok, try to change owner
$RT::Logger-info(Auto assign ticket
In a few days we'll be upgrading from RT 4.0.0 to 4.2. I was reviewing the
upgrade document and I came across something distressing...
The Csmtp option for LRT_Config/$MailCommand, along with the associated
C$SMTPServer, C$SMTPFrom, and C$SMTPDebug options, has been removed
because it did not
I've got a bit of a weird problem, and wondered if anybody has a solution
for it.
We have several queues, and a few are grouped up by name. For example:
Queue A tier 1
Queue A tier 2
Queue A tier 3
Queue B tier 1
Queue B tier 2
Queue B tier 3
The managers at the helpdesk are having a problem
Is there a way to add either all or the last comment to the format section
of a search? I have a customer who would like to pull the comments or last
comments, etc in a search and have it exported along w/ the other data to a
spreadsheet.
To do that though as I am to understand, I'd need to have
Hello,
We have a new customer that requested if they call in for their ticket to
be left open until close of business. I know we could just have our techs
who use RT close the ticket at the end of the day, but with all the other
stuff they are dealing with, they asked if there was a more
Hello all,
Awhile back I set up a custom global scrip to auto-set the owner of a ticket
to the user like this:
On Create, action user defined, Global template: Blank, Stage
TransactionCreate
Custom action preparation code:
return 1;
Custom action cleanup code:
# get actor ID
my $Actor =
Hey... is it possible to:
1. automatically set the owner of a ticket to the creator of the ticket?
2. automatically change the owner of a ticket to whomever comments on the
ticket?
2011 Training: http://bestpractical.com/services/training.html
On Wed, Jul 13, 2011 at 11:27 AM, Mauricio Tavares raubvo...@gmail.comwrote:
On Wed, Jul 13, 2011 at 11:17 AM, Chris Hall hir...@gmail.com wrote:
Hey... is it possible to:
1. automatically set the owner of a ticket to the creator of the ticket?
2. automatically change the owner of a ticket
Hello all,
My users are asking about possibly adding information from custom fields
into the email notifications they receive on things like queue changes,
comments, etc.. I'm not sure how I'd go about something like that without
changing ALL the queue emails.. there's probably a simple solution
Just for the record I'm having the same issues as L.B. I attempted loading
jsmin, and for a time it appeared that this was going to be a bigtime home
run. In fact, it did fix the issues I was having with speed! However,
jsmin seemed to also break several aspects of the RT interface.
:
On Tue, May 31, 2011 at 12:56:46PM -0400, Chris Hall wrote:
Just for the record I'm having the same issues as L.B. I attempted
loading jsmin, and for a
time it appeared that this was going to be a bigtime home run. In
fact, it did fix the issues
I was having with speed! However, jsmin
Hello all,
I was wondering if I could get a hand with a change I wanted to make on our
end. In fact, I was able to change this in 3.8.8 days, but the changes
don't work on 4.0.0. I want to add to the Ticket and Transaction section
a Queue option, so that my user base can change the queue when
,
I'm sure I read this incorrectly (that happens a lot with me ;-). Could you
explain this a little differently, perhaps?
Kenn
LBNL
On Thu, May 26, 2011 at 6:58 AM, Chris Hall hir...@gmail.com wrote:
Hello all,
I was wondering if I could get a hand with a change I wanted to make on
our
permisisons in both queues, this takes a few trips around the various RT
screens. It would be nice to have all of this on one screen.
On Thu, May 26, 2011 7:42 am, Chris Hall wrote:
Sure Kenn, I'll elaborate.. and again, I had this working in 3.8.8.. it
just
seems more... difficult
chown -R www-data:www-data /opt/rt4/var/mason_data/*
I know it's more of a patch than a fix, but.. this is how I'm handling
this problem on my end (yea, I ran into it too), and unless I manually
remove the mason_data info, it seems to solve my problems. That's just how
I've solved it.. I'm sure
appreciate it.
On Thu, May 19, 2011 at 10:33 AM, Chris Hall hir...@gmail.com wrote:
Well, resolved the below a bit by adding to RT_SiteConfig.pm:
Set($WebSessionClass, Apache::Session::File);
However, CPU usage still peaks out on apache2 processes, although it
appears to be not AS frequent. Anybody
-0400, Chris Hall wrote:
Seems after watching a few days this is still an issue. It seems
completely
random.. some pages just... take awhile to load for some reason. 15 - 20
seconds, and then you can blast through a few pages instantly it seems...
completely random. I've checked the logs
seems to occur most frequently when
updating tickets.
On Wed, May 18, 2011 at 8:36 PM, Chris Hall hir...@gmail.com wrote:
I actually saw something about that in a message to the mailing list, and
already turned it off as well, as a precaution. After searching around
some and trying out some
Hello all,
I'm not sure if was the case before the upgrade to 4.0.0 from 3.8.8, but
I've noticed intermittent slowdown.. particularly on the front page. I have
a suspect as to why this is the case, and I wanted to know if this could be
backed up. The ppl who use rt here requested that resolved
ok... update... it only seems to do this when I'm going through a proxy
server... odd. I can hit it without any trouble inside our network, and
from the internet, but when it goes through my squid proxy, it wants to
choke out.
On Wed, May 18, 2011 at 10:21 AM, Chris Hall hir...@gmail.com wrote
Not sure where to start here, but trying to diagnose why after an upgrade
from 3.8.8 to 4.0.0 things have slowed down tremendously. Doing even
pedestrian tasks such as loading the home screen or opening the ticket
search will about 30% of the time decide it wants to max out the cpu with
the
a bit, but I'm still getting some
slowdowns, just not as much as before.
---
Jonah Hirsch
On Wed, May 18, 2011 at 11:31 AM, Chris Hall hir...@gmail.com wrote:
Not sure where to start here, but trying to diagnose why after an upgrade
from 3.8.8 to 4.0.0 things have slowed
Hello,
I just went through the rt4 upgrade this morning, from 3.8.8, and things
went relatively smooth. However, I'm occasionally seeing the rflush error
below popping up in my apache2.error log. I haven't gotten any calls on it,
so I'm not sure if this is actually kicking ppl off or what the
Hello,
I had the following lines in my RT_SiteConfig.pm on 3.8.8:
Set (@ActiveStatus, qw(new open stalled resolved));
Set (@InactiveStatus, qw(voicemail1 voicemail2 rejected deleted));
..to move resolved to an active status, and also to make a couple new
statuses.. voicemail1 and voicemail2,
Hello all,
Question: How should I best handle a ticket with multiple comments? By
multiple, I mean 400+.
Here's the background. Our helpdesk had to deal w/ a widespread outage.
Tons upon tons of ppl were calling in for the entire day. They decided
they needed to log all these calls, so they
? Though that will increase the
number of tickets in the system.
Steve Anderson
*From:* rt-users-boun...@lists.bestpractical.com [mailto:
rt-users-boun...@lists.bestpractical.com] *On Behalf Of *Chris Hall
*Sent:* 22 April 2011 15:33
*To:* rt-users
*Subject:* [rt-users] Handling a ticket
and questions
about this.
On Mon, Feb 21, 2011 at 11:59 AM, Thomas Sibley t...@bestpractical.comwrote:
On 21 Feb 2011 11:40, Chris Hall wrote:
..so I've been racking my brain on this one for awhile. Any guidance is
appreciated. The aforementioned query works great, I just need to
integrate
...@bestpractical.comwrote:
On Tue, Feb 22, 2011 at 01:10:00PM -0500, Chris Hall wrote:
Sorry for the ignorance here, but I'm trying to muddle my way through
this. I've installed
DBIx::SearchBuilder via cpan and I've made a copy of the Results.html
found in
/opt/rt3/share/html/Search
: the time is not your localtime, it is GMT0
second: if someone rather than your support team is allowed to comment on
tickets, you would have them in the report
Date: Thu, 10 Feb 2011 16:25:10 -0500
From: Chris Hall hir...@gmail.com
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users
This seems like a simple thing, but I can't figure it out. So there's one
main queue, and there's only about... 10 - 15 users total on this RT system
I'm admin for. They all have access to the main queue. However, the boss
guy is adding in users/email addresses to the tickets individually in
-users-boun...@lists.bestpractical.com] On Behalf Of Kevin
Falcone
Sent: Tuesday, January 04, 2011 8:24 AM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] search by CommentedOnBy?
On Mon, Jan 03, 2011 at 06:16:42PM -0500, Chris Hall wrote:
That's close I think
Is there a way to edit comments? Problem arose when a helpdesk guy here
apparently copy and pasted into the comment block of a ticket, and it
grabbed a bunch of bonus code. Now the comments for that ticket
read: Message
body not shown because it is too large. He knows not to do that now, but
Is there a way to do a search of tickets to see which tickets a given person
has commented on?
freephoneline.ca
605 Boxwood Drive
Cambridge ON, N3E1A5
*From:* rt-users-boun...@lists.bestpractical.com [mailto:
rt-users-boun...@lists.bestpractical.com] *On Behalf Of *Chris Hall
*Sent:* Monday, January 03, 2011 4:09 PM
*To:* rt-users
*Subject:* [rt-users] search by CommentedOnBy
I saw in the archives where this was asked once before, but never answered,
so here goes...
Can I set up a custom field combobox to display as a combobox in the ticket
search area? Currently, it only displays the custom field as a text entry
when searching, but I'd rather have the combobox
I'm a bit confused here.. tried reading up on this but.. maybe I just need a
layman's explanation of what I need to be doing here.
We were using rt 3.8.7, but recently upgraded to 3.8.8. As per the README,
after the 'make upgrade' I ran:
/opt/rt3/sbin/rt-setup-database --dba rt_user
needed to match trouble-tic...@imctv.com and
rt-comm...@imctv.com, did I form the regexp wrong, or am I wrong on this
thinking?
On Wed, Dec 1, 2010 at 12:16 PM, Kevin Falcone falc...@bestpractical.comwrote:
On Wed, Dec 01, 2010 at 09:17:35AM -0500, Chris Hall wrote:
I'm a bit confused
, Chris Hall hir...@gmail.com wrote:
It's probably going to be something of a dirty hack but.. I'd like a
one-stop shop where people can re-open resolved tickets, comment on them,
and place them in appropriate queues. (helpdesk, billing, corp support,
etc...) The obvious place for this seems
It's probably going to be something of a dirty hack but.. I'd like a
one-stop shop where people can re-open resolved tickets, comment on them,
and place them in appropriate queues. (helpdesk, billing, corp support,
etc...) The obvious place for this seems to be the Comment link at the
top right,
Hello all,
I think I may have asked this before, but didn't quite get the answer I was
looking for. I'm looking for a way to mandate items on the RT at a glance
screen for people based on group membership. For example, I'd like to make
a custom search that says tickets that haven't been
I know this is a simple question but, I can't seem to find the right place
to allow modification of quicksearch on rt at a glance for users. What
permission do I need to open up? Right now they have an Edit link, but when
users try to modify it, they get No permission to set preferences error.
but what file would I need to edit? I'm trying to find where the left side
menu is generated.
On Tue, Oct 5, 2010 at 10:35 AM, Kevin Falcone falc...@bestpractical.comwrote:
On Tue, Oct 05, 2010 at 08:42:22AM -0400, Chris Hall wrote:
Ok, in a nutshell.. I'd like to add some extra options
Is it possible? For example, we have our users divided into groups of
like... helpdesk.. corporate support.. field techs... I'd like to make a
custom search to display the helpdesk tickets via RT at a glance for the
members of the helpdesk group, but I see how to do it via individual users,
or
I was wondering this myself.. on 3.8.7 here.. I'd like a way to have a more
descriptive explanation on the form, rather than Input must match
^\d{3}-\d{3}-\d{4}$ (not everybody knows that means a ###-###- phone
number)
On Fri, May 28, 2010 at 9:16 AM, Mike Johnson mike.john...@normed.cawrote:
Chris
Am 13.05.2010 19:28, schrieb Chris Hall:
Thanks Raed and Torsten, I took a little bit of both. I ended up
editing Ticket/Elements/ShowHistory with:
} else {
$Transactions = $Ticket-Transactions;
if ($r-uri =~ /History\.html/) {
} else {
$Transactions-Limit(FIELD
How can I filter from the history information I don't want to see? For
example.. snippet from a recent ticket:
Mon May 10 10:26:17 2010 The RT System itself - Status changed from 'new' to
'open'
http://rt.imctv.com/Ticket/Display.html?id=43#txn-708
Mon May 10 10:26:17 2010 Allen Stevens -
= $Ticket-Transactions;
}
to
} else {
$Transactions = $Ticket-Transactions;
$Transactions-Limit(FIELD = 'Type', VALUE = 'Correspond');
$Transactions-Limit(FIELD = 'Type', VALUE = 'Comment);
$Transactions-Limit(FIELD = 'Type', VALUE = 'Create');
}
Regards;
Roy
Chris Hall wrote
Total n00b question here but, how does one delete a queue? I don't see
the option anywhere.
I see that I can disable it but, it still shows for admin users. I want to
just delete it completely.
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at
How does one go about setting up spamassassin with RT? I've downloaded it
via apt-get, just not sure what the next step would be.
Trying to stop all the fre.e v1agerra tickets... gr
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at
will most likely still require some of the perl modules from
the 'make testdeps'. Then again I've never tried to do it before so I'm not
really sure what dependencies it has.
Chris Hall wrote:
well.. none yet. I think I see where I've mis-stepped. the modifications
to /etc/aliases needs
We're tightly controlling port 25 on our site here, so using the local
method for sending email is a no go. I read something about installing
mailgate on the smtp server here, but that has some people... nervous
My boss seems to think it should be a matter of switching a line or two to
set a
you
to still use the sendmail commands to send. This is assuming you can still
receive on port 25 for MX deliveries. Otherwise you may have no choice but
to set it up on your real smtp server.
Chris Hall wrote:
We're tightly controlling port 25 on our site here, so using the local
method
Hello all,
I'm very new to RT, and after shifting around permissions on groups and
queues for a few hours, I'm ready to ask for some help.. btw, documentation
seems very widespread and unfocused, unless I'm looking in the wrong places.
Basically, let's say I have 2 groups w/ a queue each...
a
ticket to the Corp. Support queue. Is there something somewhere else I need
to set? when root moves a ticket, no permission denied errors are
displayed.
On Fri, Apr 23, 2010 at 12:10 PM, Jerrad Pierce
jpie...@cambridgeenergyalliance.org wrote:
On Fri, Apr 23, 2010 at 12:06, Chris Hall hir
Hello,
I'm using the LDAP overlay and having trouble with getting RT to
autocreate new users.
The user creation is working now, but now LDAP users are able to login
using both their LDAP passwords, and the previously used RT passwords.
My AuthMethods are:
Set($AuthMethods, ['LDAP',
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