[rt-users] RT Reports, Stats, Metrics, etc....
Hello, I'm currently running RT 3.6.1 and I need to get some reporting/stats/metrics/etc out of RT. I know there are a few very basic reports with the install, but nothing too complex. I believe there was some emails going around the user lists a while back about what users wanted for reports. Are there more reports in the current 3.8.x version? Or is it still something people are doing on their own? I think I've heard people using Crystal Reports, but I'm not too familiar with it. I'm trying to determine if upgrading would get me the reports I needed or if developing (or having someone else develop) reports is the way I should be going. Any input is appreciated. Thanks, Jared _ Life on your PC is safer, easier, and more enjoyable with Windows Vista®. http://clk.atdmt.com/MRT/go/127032870/direct/01/___ 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 emails - Being sent from RT not Some User via RT anymore
Hey, We recently upgraded from Exchange 2003 to Exchange 2007. After we did the upgrade we noticed that responses to tickets are getting sent from RT instead of Some User via RT. It worked perfectly fine in Exchange 2003, but Exchange 2007 changed something. It's basically this: User1 (Ticket owner) User2 (Ticket requester) User2 replies to the ticket. User1 gets an email with correspondence from User2 that comes from RT instead of User2 via RT. I don't think anything was changed in the config for RT, so I would think it would be some sort of Exchange thing, but I'm not too certain. Anyone else ran into this issue before? Some setting that needs to get changed? Any help is appreciated. Thanks, Jared _ Access your email online and on the go with Windows Live Hotmail. http://windowslive.com/Explore/Hotmail?ocid=TXT_TAGLM_WL_hotmail_acq_access_112008___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Modify Login page, is it index.html?
Hello, I'm trying to modify the RT Login page to add a few extra links (for going to our custom support ticket page, and a few others) and I'm not quite sure if I'm modifying the correct thing. I know anything that I want to change needs to be in the local/html, not share/html, directory. To add a few links above the Login section, do I just edit index.html, or is it another page I need to modify? I don't know HTML that well so I have Dreamweaver and CoffeeCup HTML editors. I tried looking around the internet and the wiki and couldn't find what I needed to do to add the links. Thanks,Jared _ Spell a grand slam in this game where word skill meets World Series. Get in the game. http://club.live.com/word_slugger.aspx?icid=word_slugger_wlhm_admod_april08___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Question about having a splash page?
Ok, maybe the splash page is going to be a little more difficult than I thought. What about modifying the index.html code to add links above the Login section. Would that be ok, or is it not advisable? What line should I put the html code above, or should I be putting the code somewhere else other than the index.html page? I don't know much HTML, only a little bit so I'm not quite sure where it needs to go. I know that if I were to upgrade I would probably need to modify the code again, which is fine. Thanks again. Date: Wed, 23 Apr 2008 08:55:10 -0400 From: [EMAIL PROTECTED] To: [EMAIL PROTECTED]; rt-users@lists.bestpractical.com Subject: Re: [rt-users] Question about having a splash page? I am no guru but the directory /opt/rt3/local/html is where you want to keep your local copies of RT files. RT looks there first for files. At first glance it looks easy to just create a new copy of the RT Index page under a new name in /opt/rt3/local/html and then create your splash page named index.html. The problem comes into the later pages where the link for Home is. This may cause some issues since it will get sent back to your splash page. Or wouldn't it work to have a link at http://rt.domain.com and then that redirects you to https://rt.domain.com? I have seen this done with sites that host emails. Jared Hanks [EMAIL PROTECTED] 4/22/2008 8:02 PM Hello, I'm trying to create a splash page for RT. What I mean by splash page is this... basically a page that has 2 links: one link to our custom web ticket entry page, and one to actually log in to RT. We currently are using RT 3.6.1 and have it's domain as https://rt.domain.com. For submitting a ticket I would like the user to be able to go to https://rt.domain.com and click on the link for submitting a ticket from the splash page. If they actually would like to log in they would just click on the link from the splash page and get to the RT login prompt. Any one know how to do this? I'm not sure if it's something that I can do in httpd.conf or not. I tried it a little bit ago, but didn't get it to work correctly. I don't know that much about the web configuration stuff so that's why I'm asking the user list. I'm hoping someone has done this before, or can at least point me in the right direction. Any help is appreciated. Thanks, Jared _ Back to work after baby*how do you know when you’re ready? http://lifestyle.msn.com/familyandparenting/articleNW.aspx?cp-documentid=5797498ocid=T067MSN40A0701A John J. Boris, Sr. JEN-A-SyS Administrator Archdiocese of Philadelphia Remember! That light at the end of the tunnel Just might be the headlight of an oncoming train! _ Make i'm yours. Create a custom banner to support your cause. http://im.live.com/Messenger/IM/Contribute/Default.aspx?source=TXT_TAGHM_MSN_Make_IM_Yours___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Question about having a splash page?
Hello, I'm trying to create a splash page for RT. What I mean by splash page is this... basically a page that has 2 links: one link to our custom web ticket entry page, and one to actually log in to RT. We currently are using RT 3.6.1 and have it's domain as https://rt.domain.com. For submitting a ticket I would like the user to be able to go to https://rt.domain.com and click on the link for submitting a ticket from the splash page. If they actually would like to log in they would just click on the link from the splash page and get to the RT login prompt. Any one know how to do this? I'm not sure if it's something that I can do in httpd.conf or not. I tried it a little bit ago, but didn't get it to work correctly. I don't know that much about the web configuration stuff so that's why I'm asking the user list. I'm hoping someone has done this before, or can at least point me in the right direction. Any help is appreciated. Thanks, Jared _ Back to work after baby–how do you know when you’re ready? http://lifestyle.msn.com/familyandparenting/articleNW.aspx?cp-documentid=5797498ocid=T067MSN40A0701A___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Attachments aren't attaching
Hello, I'm having some issues trying to attach a .doc attachment that is 4MB. I have the following set in my RT Config: RT::VERSION 3.6.1 RT::MaxAttachmentSize 1000 The above setting is 10MB, so I'm not quite sure why it would not be allowed to attach. Is there another place I need to check for attachment size? Any help is greatly appreciated. Thanks, Jared _ Helping your favorite cause is as easy as instant messaging. You IM, we give. http://im.live.com/Messenger/IM/Home/?source=text_hotmail_join___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Attachments aren't attaching
Thanks for the info. It was actually in the MySql conf file (/etc/my.cnf). I
added the following line under the [mysqld] section:
max_allowed_packet=10M
I was then able to attach a message 1MB.
Date: Wed, 30 Jan 2008 18:38:10 + From: [EMAIL PROTECTED] To: [EMAIL
PROTECTED] CC: rt-users@lists.bestpractical.com Subject: Re: [rt-users]
Attachments aren't attaching It's worth checking your apache config. --
Kind Regards, ___ Mike
Peachey, IT Tel: +44 (0) 114 281 2655 Fax: +44 (0) 114 281 2951 Jennic
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Confidential ___ Jared
Hanks wrote: Hello,I'm having some issues trying to attach a .doc
attachment that is 4MB. I have the following set in my RT Config:
RT::VERSION 3.6.1 RT::MaxAttachmentSize 1000The above setting
is 10MB, so I'm not quite sure why it would not be allowed to attach. Is
there another place I need to check for attachment size?Any help
is greatly appreciated.Thanks, Jared
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[rt-users] Setting RefersTo links
Hello,
I'm trying to set the RefersTo link to another ticket while creating it, but am
not having any success.
I have the following in Custom action cleanup code:
1;
my $AttachObj = $self-TransactionObj-Attachments-First;# go out if content
is not text!unless( $AttachObj-ContentType =~ /^text/ ) {
return 1;}
my $content = $AttachObj-Content;
if( $content =~ m/^\RefersTo:\E\s*(\S+)\s*$/m ) {
$self-TicketObj-RefersTo( $1 );}
if( $content =~ m/^\QSet-Status:\E\s*(\S+)\s*$/m ) {
$self-TicketObj-SetStatus( $1 );}
I'm able to set the status but not the Refers to link. Any help is appreciated.
Thanks,
Jared
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RE: [rt-users] Setting RefersTo links
Thanks. I was able to figure it out. I used the following:
if( $content =~ m/^\QRefersTo:\E\s*(\S+)\s*$/m ) {
$self-TicketObj-AddLink(Type= 'RefersTo', Target= $1 );}
Date: Fri, 11 May 2007 15:42:06 -0400 To: rt-users@lists.bestpractical.com
From: [EMAIL PROTECTED] Subject: Re: [rt-users] Setting RefersTo links At
Friday 5/11/2007 03:22 PM, Jared Hanks wrote: Hello, I'm trying to set
the RefersTo link to another ticket while creating it, but am not having
any success. I have the following in Custom action cleanup code:
1; my $AttachObj = $self-TransactionObj-Attachments-First; # go out
if content is not text! unless( $AttachObj-ContentType =~ /^text/ ) {
return 1; } my $content = $AttachObj-Content; if( $content =~
m/^\RefersTo:\E\s*(\S+)\s*$/m ) { $self-TicketObj-RefersTo( $1 ); }
if( $content =~ m/^\QSet-Status:\E\s*(\S+)\s*$/m ) {
$self-TicketObj-SetStatus( $1 ); } I'm able to set the status but
not the Refers to link. Any help is appreciated. Thanks, Jared
Jared, $self-TicketObj-RefersTo will return the link information for the
ticket. To set links, you should use AddLink (see Ticket API). Steve
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RE: [rt-users] LoadSavedSearches right and Customize RT at a glance Available queries
I ended up putting my self in both groups and creating/saving the searches in
each queue. I just thought there might be something I could do with the rights.
Date: Mon, 2 Apr 2007 10:10:46 -0700 From: [EMAIL PROTECTED] To: [EMAIL
PROTECTED] CC: rt-users@lists.bestpractical.com Subject: Re: [rt-users]
LoadSavedSearches right and Customize RT at a glance Available queries
Jared, Is there someone that exists in both groups? If so, that person
could save the search from one Queue as a personal search and then get into
the other Queue for the other group and load that personnaly saved search
and save it again under a different title as a Queue saved search? Try
that. Kenn LBNL Jared Hanks wrote: Hello,I'm apart of
Group1 and have saved a search. I want users in Group2 to be able to load
this saved search and add it to their Customize RT at a glance, but I'm
unable to get it to work. Users can't see the Group1's saved searches in
the search builder and aren't able to see them in the Available column
in Customize RT at a glance.I have the CreateSavedSearch,
EditSavedSearches,LoadSavedSearch,ShowSavedSearches rights granted to
privileged users, so shouldn't I just need to go to Group1 and grant
Group2 the ShowSavedSearch right? This seems like this should do it, but
it doesn't.Any help is appreciated.Thanks, Jared
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[rt-users] LoadSavedSearches right and Customize RT at a glance Available queries
Hello, I'm apart of Group1 and have saved a search. I want users in Group2 to be able to load this saved search and add it to their Customize RT at a glance, but I'm unable to get it to work. Users can't see the Group1's saved searches in the search builder and aren't able to see them in the Available column in Customize RT at a glance. I have the CreateSavedSearch, EditSavedSearches,LoadSavedSearch,ShowSavedSearches rights granted to privileged users, so shouldn't I just need to go to Group1 and grant Group2 the ShowSavedSearch right? This seems like this should do it, but it doesn't.Any help is appreciated. Thanks, Jared _ Live Search Maps – find all the local information you need, right when you need it. http://maps.live.com/?icid=wlmtag2FOR M=MGAC01___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Sending one email when replying and resolving a ticket
Hello, I have the template On Resolve Notify Requestors with template Resolved enabled to send when a ticket is resolved. When a ticket it replied to and set to status resolve it sends 2 emails. I would like it to only send one email. If a ticket it resolved, send the template Resolved. If it is replied to and resolved send the correspondence, and add the template Resolved at the bottom of the correspondence. I'm guessing this is possible to do with custom conditions, but am not sure how to do it. Anyone have any suggestions, or have done something similar? Any help is appreciated. Thanks, Jared _ Windows Live™ Messenger 8.1 is here! Download now. http://g.msn.com/8reen_us/EN/INSTALL_MSN_MESSENGER_DL.EXE___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
RE: [rt-users] Statistics revisitation
I would like this too. Thanks, Jared Hi Nick; Can you also send me a copy of this .. Regards; Roy Mathew Snyder wrote: I would love to have a copy of this. Mathew Nick Metrowsky wrote:Hi Everyone, Over the past year or so, I have made some customizations to RTx::Statistics for our site use. Some of these changes include: 1. Some logic changes, because some of the calculations in the web display did not match the spreadsheet (spreadsheet was correct). 2. On the Tickets per day per Queue reports, I show columns for Created, Resolved, Rejected, Stalled, Queue Depth and Time to Resolve. Queue Depth shows how many tickets are open or new in a particular queue on any given day in time. This change is in both the spreadsheet and the web display. 3. Based upon the Ticket per day Queue screen, I have written batch reports which can generate text based reports for one or many queues for any time period. I also have a script which can do the same thing to an MS Excel or OpenOffice Calc spreadsheet. 3. Not related to RTx::Statistics, but I also have taking the rt-remind.pl script and used that for generating reports to our technical teams. There were a few minor modifications, again for our site. If anyone is interested in anything I have, I will be glad to send you a copy. I know Kelly wanted to implement some of the items mentioned in this e-mail, based upon an e-mail conversation we had a while back. Finally, RTx::Statistics does work with RT 3.6.3, but you have to change the index.html file for Tickets per day per Queue (CallsQueueDay directory) as for some reason it does not like /Elements/TitleBox, but will work with /Elements/TitleBoxStart and /Elements/TitleBoxEnd. Nick - Nick Metrowsky Consulting System Administrator 303-684-4785 Office 303-684-4100 Fax [EMAIL PROTECTED] DigitalGlobe (r), An Imaging and Information Company http://www.digitalglobe.com - -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Kelly F. Hickel Sent: Wednesday, January 17, 2007 2:00 PM To: Jason Fenner; Mathew Snyder Cc: RT Users Subject: RE: [rt-users] Statistics revisitation You could copy me as well. I haven't had time to get back to this, although that might change a bit in the future. I'm also still open to assistant maintainers (or someone who wants to take it over completely). I have a number of contributed changes pending, but haven't had any time to look at them. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED]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: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com _ Type your favorite song. Get a customized station. Try MSN Radio powered by Pandora. http://radio.msn.com___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Order of Custom Fields in a Queue
Hello, I'm not sure if this is possible or not, or if it is just a feature request, but is it possible to sort the order of custom fields in a queue to be set by a number? I have a bunch of queues that I would like the custom fields sorted in a certain way, but right now the only way to sort the CF's is to Move Up or Move Down a custom field. This wouldn't be so bad if I didn't have 15 custom fields that I would like sorted, and I would like the order of these custom fields to be applied to certain queues. Is this possible to be in a future release, or can it be done in a current release? Thanks, Jared _ Type your favorite song. Get a customized station. Try MSN Radio powered by Pandora. http://radio.msn.com___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Rights for CustomFields / Adding list of Applies to Queues when creating a new custom field.
Hello, I have been trying to figure out the best way for someone to create/modify/assign a custom field to a specific queue, but can't seem to figure out the correct rights to be able to do this. I have a group of users that have access to 2 queues. One queue they can only create, comment, and reply to a ticket. The second queue they have the ability to work tickets (i.e. they can create/take/reply/comment/resolve/etc tickets in this queue). I would like to be able to have a user create a new custom field for tickets in their workable queue, but not make any changes to any custom fields that aren't applicable to their non-workable queues. Any one have any ideas on how to make this happen? I can create custom fields for their workable queue and manually set the custom fields to have the correct rights in the workable queue, but I would rather them have the ability to create a custom field and assign it to their queue and be able to modify the custom field in their tickets. I have the following permissions set up: Global Group Rights: AdminCustomFieldShowConfigTab Group Rights for Queue: AssignCustomFieldsCreateTicketModifyTicketOwnTicketSeeQueueShowACLShowOutgoingEmailShowTicketShowTicketCommentsStealTicketTakeTicket These rights allow a user to create a custom field, but they can't see it once created, only people with the Global right SeeCustomField and ModifyCustomField can access these. After the custom field is created I have to modify the custom field to have the SeeCustomField and ModifyCustomField for the group of users to modify the custom field. Is there a way that when a custom field is created the Applies to Queues can show up in the new custom field form? Is there a way to have a user have admin access to any custom field that Applies to their queue that they have ModifyTicket in? Any help would be greatly appreciated. Thanks, Jared _ Fixing up the home? Live Search can help. http://imagine-windowslive.com/search/kits/default.aspx?kit=improvelocale=en-USsource=wlmemailtaglinenov06___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Rt3.6.1, Custom Field rights for certain field
I have RT3.6.1 installed and have a bunch of queues set up for use for our IT department for service request/issues/etc. I would like for another department to have their own queue and be able to create/modify/assign custom fields and create/own/modify tickets for their queue, but I don't want them to be able to modify/assign any custom field that doesn't apply to them, or apply their own custom field to a queue that they don't have access to modify a ticket. Each group has access to 2 queues: A queue for technology related issues (has CreateTicket, ReplyToTicket, SeeQueue, and ShowTicket) A new queue for department related issues (has CreateTicket, ModifyTicket, OwnTicket, SeeQueue, ShowOutgoingEmail, ShowTicket, ShowTicketComments, StealTicket, TakeTicket) I would basically like a department to be able to do a lot of admin related things, but don't want them to be able to see/modify the other queue that they only have (has CreateTicket, ReplyToTicket, SeeQueue, and ShowTicket). Does anyone have any ideas about how I can go about doing this? Anyone done something similar? Any ideas would be greatly appreciated. Thanks, Jared _ Express yourself with gadgets on Windows Live Spaces http://discoverspaces.live.com?source=hmtag1loc=us___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Rt3.6.1 N newest unowned tickets, returns wrong count and tickets not on one page
I have a group that only has access to certain queues. In the N newest tickets on the homepage there are only 2 tickets listed, but when I select the link for N newest tickets it says it found 53 tickets and lists only 4 tickets on the first page and 2 tickets on the next page, instead of returning 6 tickets on the first page of the results. I thought that I might have seen someone post something on this, but am not able to find it. Does anyone know why this is happening, is it a bug, is it going to be fixed in the next release? Thanks, Jared _ Search from any Web page with powerful protection. Get the FREE Windows Live Toolbar Today! http://get.live.com/toolbar/overview___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
RE: [rt-users] Calendar view of tickets?
I had the same problem, it was only displaying tickets with that have a Due date. I changed Calendar and SelectCalendar.html to search for Created, not Due, and it display the tickets the way I wanted. Date: Wed, 6 Dec 2006 17:12:30 +0100From: [EMAIL PROTECTED]: [EMAIL PROTECTED]: Re: [rt-users] Calendar view of tickets?CC: [EMAIL PROTECTED], no.. 2006/12/6, Jim Brandt [EMAIL PROTECTED]: When I run it, for the month I pick, it shows links with the ticketsubject in the day indicated by the due date on the ticket. Do yourtickets have due dates?Torsten Brumm wrote: Hi Jim, OK, now it works. But it renders only a calender, nothing elsei have changed the SelectCalendar.html Values from your ACS Queues to the ones i have but nothing happens...how does your result looks like??? Torsten 2006/12/6, Jim Brandt [EMAIL PROTECTED] mailto:[EMAIL PROTECTED]: Torsten, I used the following modules that you'll need to install from CPAN: * HTML::CalendarMonth (I think this has some dependencies like HTML::Element, etc. Just follow them and install all dependencies.) * Date::Calc Also, I should mention I got this working on 3.6.1. I think it could work in 3.4.5, but the Tools menu is different so you'd need to make some changes. Let me know if I left anything else out. Jim Torsten Brumm wrote: Hi Jim, sounds good to me a Calendar per Queue base, tried yours but got thefollowing error: Error during compilation of /opt/rt36/local/html/Tools/Calendar/Calendar: Can't locate HTML/CalendarMonth.pm in @INC (@INC contains:/opt/rt36/local/lib /opt/rt36/lib /usr/lib/perl5/site_perl/5.8.6/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.4/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.3/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.6 /usr/lib/perl5/site_perl/5.8.5 /usr/lib/perl5/site_perl/5.8.4 /usr/lib/perl5/site_perl/5.8.3 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.6/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.4/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.3/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.6 /usr/lib/perl5/vendor_perl/5.8.5 /usr/lib/perl5/vendor_perl/5.8.4 /usr/lib/perl5/vendor_perl/5.8.3 /usr/lib/perl5/vendor_perl /usr/lib/perl5/5.8.6/i386-linux-thread-multi /usr/lib/perl5/5.8.6 .) at /opt/rt36/local/html/Tools/Calendar/Calendar line 9, GEN35 line 40. BEGIN failed--compilation aborted at /opt/rt36/local/html/Tools/Calendar/Calendar line 9, GEN35 line 40. I think there are some missing files?!? Thanks Torsten 2006/12/5, Jim Brandt [EMAIL PROTECTED] mailto: [EMAIL PROTECTED] mailto: [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] : Mark, I have a rough prototype of something like this working on our dev machine. In my case, I was playing around with creating a maintenance calendar that would allow us to track system changes in RT. My thought was to have a few designated queues set up as the maintenance queues.You'll see these hard-coded in the example. My thought was to make them a config option eventually. I installed the attached code under /opt/rt3/share/html/Tools so my Tools page has a menu with Offline, Reports, and Calendar. It's a bit ugly, but it works. Hope it helps. Jim Roedel, Mark wrote: It occurred to me last night that it'd be useful sometimes to have a calendar display with ticket on it according to their duedates. Before I start hacking on something myself, is that something that anybody's already attempted? -- Mark Roedel Senior Programmer / Analyst LeTourneau University Longview, Texas USA ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] mailto:[EMAIL PROTECTED] mailto:[EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Jim BrandtAdministrative Computing Services University at Buffalo
[rt-users] Merge Ticket problem in 3.4.3 and 3.6.1, possible bug???
Hello, I just did a fresh install of RT 3.6.1 and merge tickets isn't working correctly. I created 2 queues (Queue1 and Queue2) and 2 Groups (Group1 and Group2). I granted the following permissions to Group1 on Queue1, and Group2 on Queue2. AdminQueue AssignCustomFields CommentOnTicket CreateTicket DeleteTicket ModifyACL ModifyQueueWatchers ModifyScrips ModifyTemplate ModifyTicket OwnTicket ReplyToTicket SeeQueue ShowACL ShowOutgoingEmail ShowScrips ShowTemplate ShowTicket ShowTicketComments StealTicket TakeTicketWatchWatchAsAdminCc I then created a user for each group (user 1 member of Group1, and user2 member of Group2). I then used the users to create a ticket (Ticket1, Ticket2) in their respective queues. I then tried to merge Ticket1 into Ticket2, and was hoping to get a Permission Denied since User1 doesn't have access to tickets in Queue2. BUT, I was wrongI received Merge Successful. Why would I be able to merge a ticket from one queue to another if I don't have access to the ticket in the other queue? I first ran into this problem a little while ago after I upgraded from 3.4.3 to 3.6.1 and thought it might just been something that broke during the upgrade. The fresh install didn't work, so I tested it on my 3.4.3 system, but same thing happened...Merge Successful. I then tried to use the other links Refers to, Refers to by, Parent, Child, etc. and NONE of these would allow me to link to a ticket I didn't have access to view. Why would I be able to merge a ticket into another ticket I don't have access to (thus making it so I can't see the ticket I merged from), but I couldn't just link a ticket? This, to me, seems like a big deal and a bug in RT. You should not be able to merge a ticket into another ticket unless I have the appropriate privileges to do so. What permissions do users need to be able to merge tickets? I thought users must have ModifyTicket rights on both tickets to be able to merge. Has anyone had issues with this? Anyone found a work around? Thanks, Jared _ Use Messenger to talk to your IM friends, even those on Yahoo! http://ideas.live.com/programpage.aspx?versionId=7adb59de-a857-45ba-81cc-685ee3e858fe___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Rt3.6.1 SearchBuilder - Listing Unlimited results, order by CF problems
Hello, I am on rt3.6.1 and am having a problem with the SearchBuilder returning "Unlimited" results. Instead it is only returning 50. I have set the "Rows per page" to "Unlimited" and clicked "Add and Search"but it only returns 50 results per page. Anyone else having issues with this? Also, I am having a problem with using the "Order by" function with custom fields. I have set the search to order by a particular custom field, but it isn't sorting the results correctly. Anyone have any ideas on this? Any help is appreciated. Thanks, JaredUse Messenger to talk to your IM friends, even those on Yahoo! Talk now! ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
RE: [rt-users] Setting Due date and Subject off of another ticket
I figured out how to set the Subject.I changed:
my $TicketId = $TicketObjItem-Create(Queue = $count, Type = "Ticket", RefersTo = $self-TicketObj-Id);$TicketObjItem-SetSubject("Delete $self-TicketObj-Subject");
to:
my $subject = $self-TicketObj-Subject;
my $TicketId = $TicketObjItem-Create(Queue = $count, Type = "Ticket", Subject = "Delete $subject", RefersTo = $self-TicketObj-Id);
I'm still unable to set the Due date. I did remember that I have a scrip that also runs whena new ticket gets created. It is:
Custom action preparation code:
return 1;
--
Custom action clean up code:
1;
my $AttachObj = $self-TransactionObj-Attachments-First;# go out if content is not text!unless( $AttachObj-ContentType =~ /^text/ ){return 1;}
my $content = $AttachObj-Content;if($self-TicketObj-Subject =~/TemporaryAccess/i){my $tickID = $self-TicketObj-Id+1;$tickID-TicketObj-SetDue(Format="ISO", Value=$1);}if( $content =~ m/^\QSet-Starts:\E\s*(\S+)\s*$/m ){$self-TicketObj-SetStarts( $1 );}if( $content =~ m/^\QSet-Due:\E\s*(\S+)\s*$/m ){$self-TicketObj-SetDue(Format="ISO", Value=$1);}if( $content =~ m/^\QSet-Owner:\E\s*(\S+)\s*$/m ){$self-TicketObj-SetOwner( $1 );}if( $content =~ m/^\QSet-Status:\E\s*(\S+)\s*$/m ){$self-TicketObj-SetStatus( $1 );}if( $content =~ m/^\QSet-Time-Worked:\E\s*(\S+)\s*$/m ){$self-TicketObj-SetTimeWorked( $1);}
# strip special commands from email content#$content =~ s/^\QSet-Starts:\E\s*(\S+)\s*$//gm;#$content =~ s/^\QSet-Due:\E\s*(\S+)\s*$//gm;$content =~ s/^\QSet-Status:\E\s*(\S+)\s*$//gm;$content =~ s/^\QSet-Owner:\E\s*(\S+)\s*$//gm;$content =~ s/^\QSet-Time-Worked:\E\s*(\S+)\s*$//gm;
# silently overwrite attachment content$AttachObj-__Set( Field = 'Content', Value = $content );
1;
-
Any help is greatly appreciated.
Thanks,
Jared
From: [EMAIL PROTECTED]To: rt-users@lists.bestpractical.comDate: Mon, 6 Nov 2006 18:55:36 -0800Subject: [rt-users] Setting Due date and Subject off of another ticket
Hello,I am trying to set the date, and subject,ofa ticket off of another ticket. When a ticket is created with the subject like "TemporaryAccess" another ticket is created and linked to the first ticket. I would like to set the Due date in Ticket2, based upon the due date of Ticket1.I have the following in my scripCustom action preparation code: return 1;-Custom action cleanup code:my $vari = $self-TicketObj-RequestorAddresses;my $UserObj = RT::User-new(RT::CurrentUser-new($RT::SystemUser));my ($id, $worked) = $UserObj-LoadOrCreateByEmail($vari);my $mygroup = $UserObj-OwnGroups;my $nextgroup = $mygroup-Next();my $count = $nextgroup-Name;my ($status, $msg) = $self-TicketObj-SetQueue($count);if($self-TicketObj-Subject =~/TemporaryAccess/i){my $TicketObjItem = RT::Ticket-new(RT::CurrentUser-new($RT::SystemUser));my $TicketId = $TicketObjItem-Create(Queue = $count, Type = "Ticket", RefersTo = $self-TicketObj-Id);$TicketObjItem-SetSubject("Delete $self-TicketObj-Subject");$TicketObjItem-AddCustomFieldValue( Field = '40', Value = "Access", RecordTransaction = 1 );unless( $status ) {$RT::Logger-warning( "Couldn't set Access as value for CF TicketType". $msg );return undef;}$TicketObjItem-AddCustomFieldValue( Field = '41', Value = "Separation", RecordTransaction = 1 );unless( $status ){$RT::Logger-warning( "Couldn't set Separation as value for CF AccessManagementType". $msg );return undef;}$TicketObjItem-SetDue(Format = "Date", Value = $self-TicketObj-Due);}-Ticket1 is sent in via email with Set-Due: so Ticket1's Due is pulled from the email.It looks like the Due date is trying to be set, but doesn't actually set it. Ticket1 says:
#
MonNov0618:24:552006
RT_System - Due changed from Not set to Not set
#
MonNov0618:24:552006
RT_System - Due changed from Thu Nov 09 16:00:00 2006 to Not setand Ticket2 says:# MonNov0618:24:542006 RT_System - Due changed from Not set to Not set So it looks like Due is getting set on Ticket2 before Due is set on Ticket1??? Anyone have any ideas? Should I be doing this differently?Also, the subject of Ticket2 ends up coming out like "Delete RT::Action::UserDefined=HASH(0xb57baa8)-TicketObj-Subject". Any ideas on this either?Any help is greatly appreciated.Thanks,Jared
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[rt-users] Setting Due date and Subject off of another ticket
Hello,
I am trying to set the date, and subject,ofa ticket off of another ticket. When a ticket is created with the subject like "TemporaryAccess" another ticket is created and linked to the first ticket. I would like to set the Due date in Ticket2, based upon the due date of Ticket1.
I have the following in my scrip
Custom action preparation code: return 1;
-
Custom action cleanup code:
my $vari = $self-TicketObj-RequestorAddresses;my $UserObj = RT::User-new(RT::CurrentUser-new($RT::SystemUser));my ($id, $worked) = $UserObj-LoadOrCreateByEmail($vari);my $mygroup = $UserObj-OwnGroups;my $nextgroup = $mygroup-Next();my $count = $nextgroup-Name;my ($status, $msg) = $self-TicketObj-SetQueue($count);
if($self-TicketObj-Subject =~/TemporaryAccess/i){my $TicketObjItem = RT::Ticket-new(RT::CurrentUser-new($RT::SystemUser));my $TicketId = $TicketObjItem-Create(Queue = $count, Type = "Ticket", RefersTo = $self-TicketObj-Id);$TicketObjItem-SetSubject("Delete $self-TicketObj-Subject");
$TicketObjItem-AddCustomFieldValue( Field = '40', Value = "Access", RecordTransaction = 1 );unless( $status ) {$RT::Logger-warning( "Couldn't set Access as value for CF TicketType". $msg );return undef;}$TicketObjItem-AddCustomFieldValue( Field = '41', Value = "Separation", RecordTransaction = 1 );unless( $status ){$RT::Logger-warning( "Couldn't set Separation as value for CF AccessManagementType". $msg );return undef;}$TicketObjItem-SetDue(Format = "Date", Value = $self-TicketObj-Due);}
-
Ticket1 is sent in via email with Set-Due: so Ticket1's Due is pulled from the email.
It looks like the Due date is trying to be set, but doesn't actually set it. Ticket1 says:
#
MonNov0618:24:552006
RT_System - Due changed from Not set to Not set
#
MonNov0618:24:552006
RT_System - Due changed from Thu Nov 09 16:00:00 2006 to Not set
and Ticket2 says:
# MonNov0618:24:542006 RT_System - Due changed from Not set to Not set
So it looks like Due is getting set on Ticket2 before Due is set on Ticket1??? Anyone have any ideas? Should I be doing this differently?
Also, the subject of Ticket2 ends up coming out like "Delete RT::Action::UserDefined=HASH(0xb57baa8)-TicketObj-Subject". Any ideas on this either?
Any help is greatly appreciated.
Thanks,
Jared
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[rt-users] Merge Ticket Rights
Hello, I am having an issue with merging tickets. I have a group set up that has permissions to ModifyTickets in Queue1, but not in Queue2. If I have a ticket in Queue1 I can merge into a ticket that is in Queue2. My understanding is you have to have ModifyTicket permissions for both tickets. In this case I only have modify ticket permissions on 1 ticket, but it still allows the ticket to merge. Any ideas? Thanks, Jared _ Stay in touch with old friends and meet new ones with Windows Live Spaces http://clk.atdmt.com/MSN/go/msnnkwsp007001msn/direct/01/?href=http://spaces.live.com/spacesapi.aspx?wx_action=createwx_url=/friends.aspxmkt=en-us ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT at a Glance 3.6.1, customizing the Available list
Thanks Torsten. I took the following from RT_Config.pm : Set($HomepageComponents, [qw(QuickCreate Quicksearch MyAdminQueues MySupportQueues MyReminders RefreshHomepage)]); And removed the QuickCreate from the list and put it in RT_SiteConfig.pm and everything is working. From: Torsten Brumm [EMAIL PROTECTED] To: Jared Hanks [EMAIL PROTECTED] CC: rt-users@lists.bestpractical.com Subject: Re: [rt-users] RT at a Glance 3.6.1, customizing the Available list Date: Fri, 29 Sep 2006 09:09:36 +0200 Hi Jared, the available fields are defined inside the RT_SiteConfig.pm, there you can add or remove fields. Torsten 2006/9/28, Jared Hanks [EMAIL PROTECTED]: I would like to remove the QuickCreate option from the Available list box in /Prefs/MyRT.html in RT 3.6.1. I don't want any user to have the ability to use the QuickCreate function. Is there a way to edit that list (in the database, or some file)? Any help is appreciated. Thanks, Jared _ Try the new Live Search today! http://imagine-windowslive.com/minisites/searchlaunch/?locale=en-usFORM=WLMTAG ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- MFG Torsten Brumm http://www.torsten-brumm.de _ Get today's hot entertainment gossip http://movies.msn.com/movies/hotgossip ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Rights to edit RT at a Glance
What rights need to be granted to allow a user to edit the RT at a Glance page? I am not seeing the Edit link on the Home page. Thanks, Jared _ SearchYour way, your world, right now! http://imagine-windowslive.com/minisites/searchlaunch/?locale=en-usFORM=WLMTAG ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
RE: [rt-users] Asset Tracker help?
In the README for AT it has the following line: $ ./configure --with-rt-home=/opt/rt3 --with-rt-local=/opt/rt3 --with-rt-localhtml=/opt/rt3/share/html --with-db-admin=root Did you perhaps not put the correct paths for each of the options??? I have my RT install in /var/opt/rt3.4.3/ and used the following for my AT install: ./configure --with-rt-home=/var/opt/rt3.4.3 --with-rt-local=/var/opt/rt3.4.3 --with-rt-localhtml=/var/opt/rt3.4.3/share/html --with-db-admin=root --with-db-database=rt_test --with-db-rt-pass=password I didn't have any problems with installing once I used the correct options with configure. Hopefully this helps. From: Maciak, TJ [EMAIL PROTECTED] To: rt-users rt-users@lists.bestpractical.com Subject: [rt-users] Asset Tracker help? Date: Fri, 6 Oct 2006 10:53:11 -0400 Anyone out there install Asset Tracker for their RT installation? The AT wiki doesnt help very much and although we were able to Get the AT installed, it is under local directory and not accessible To the general RT screen. My apache logs state: [Fri Oct 06 10:38:07 2006] [error] [Mason] File does not exist: /opt/rt3/share/html/AssetTracker Which makes sense since AT is located at /opt/rt3/local/html/AssetTracker Anyway, does anybody know how I tell RT to look at the local version of this instead of trying to Think that its in the original version path of RT? Any help is appreciated! Thanks, T.J. Maciak Internet/Intranet Developer Department of IT City of Grand Rapids P: (616)456-3713 F: (616)456-3448 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com _ Get today's hot entertainment gossip http://movies.msn.com/movies/hotgossip ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] 3.6.1 Search - highest priority tickets for my department
I upgraded from 3.4.3 to 3.6.1 and found the way the Homepage searches are
done are is different between the two versions. In 3.4.3 I had a custom
search for Highest priority tickets in my department. In 3.4.3 I created
a local/html/Elements/MyGroupTickets with the following:
--
|/Elements/TitleBox,
title = loc('[_1] highest priority tickets in my department',
$rows),
title_href = Search/Results.html.$QueryString
/Elements/TicketList,
Format = 'a
href=\$RT::WebPath/Ticket/Display.html?id=__id__\__id__/a/TITLE:#', 'a
href=\$RT::WebPath/Ticket/Display.html?id=__id__\__Subject__/a/TITLE:Subject',
Priority, QueueName, ExtendedStatus, LastUpdated,
Query = $Query,
OrderBy = 'Priority',
Order = 'DESC',
Rows = $rows,
ShowNavigation = 0
/
%init
my $rows = $RT::MyTicketsLength;
my $UserObjId = $session{'CurrentUser'}-Id;
my $UserObj = RT::User-new(RT::CurrentUser-new($RT::SystemUser));
my $UserLoaded = $UserObj-Load($UserObjId);
my $MyGroupObj = $UserObj-OwnGroups;
my $MyFirstGroupObj = $MyGroupObj-Next;
my $MyFirstGroupObjId = $MyFirstGroupObj-Id;
my $MyFirstGroupObjName = $MyFirstGroupObj-Name;
my $Query = Queue = '$MyFirstGroupObjName' AND ( Status = 'new' OR Status
= 'open' OR Status = 'stalled');
my $QueryString = ;
$QueryString = '?' . $m-comp('/Elements/QueryString',
Query = $Query,
Order = 'DESC',
OrderBy = 'Priority') if ($Query);
/%init
-
and in share/html/index.html I have the following snippet:
...
/Elements/ListActions, actions = [EMAIL PROTECTED]
TABLE BORDER=0 WIDTH=100%
TR VALIGN=TOP
TD WIDTH=70% class=boxcontainer
/Elements/MyTickets
BR
/Elements/MyRequests
BR
/Elements/MyGroupTickets
/TD
TD class=boxcontainer
/Elements/Quicksearch
/TD
/TR
/TABLE
%init
...
In 3.6.1, I've done the same as I did in 3.4.3, except instead of putting
/Elements/MyGroupTickets in index.html I put it in Elements/MyRT to look
like this...
table border=0 width=100%
tr valign=top
td width=70% class=boxcontainer
% for my $portlet (@{$portlets-{body}}) {
% _show($portlet) %
br /
% }
%#GAH!
/Elements/MyGroupTickets
/td
td class=boxcontainer
% for my $portlet (@{$portlets-{summary}}) {
% _show($portlet) %
br /
% }
/td
/tr
/table
%INIT
---
I am able to get the query title to show up on the homepage, but the
actual query itself doesn't show up. I am able to click on the link and the
query will show up on the next page (like a normal search built through the
Search Builder).
How can I get my MyGroupTickets query to show up on the Homepage for
everyone?
Any help is greatly appreciated.
Thanks,
Jared
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[rt-users] Links broke between 3.4.3 to 3.6.1 upgrade
I recently upgraded from 3.4.3 to 3.6.1 and noticed the links broke in pre-existing tickets. Tickets which had Depends on and Depends on by links before the upgrade no longer have any links. I have a scrip that runs to create Depends on links between tickets. This scrip still works and all new tickets created with this scrip have the correct links associated with the tickets, but all the pre-existing tickets with links no longer have them. Has anyone else had this problem? Did I do something wrong in the upgrade? Thanks, Jared _ Be seen and heard with Windows Live Messenger and Microsoft LifeCams http://clk.atdmt.com/MSN/go/msnnkwme002001msn/direct/01/?href=http://www.microsoft.com/hardware/digitalcommunication/default.mspx?locale=en-ussource=hmtagline ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
RE: [rt-users] RT 3.6.1 - manipulating n highest priority ownedtickets/newest tickets querie
Nevermind. I'm just a moron. I didn't see the Edit link by the title of the search subject. I was able to easily change the search to what I needed it to be. Thanks. From: Jared Hanks [EMAIL PROTECTED] To: rt-users@lists.bestpractical.com Subject: [rt-users] RT 3.6.1 - manipulating n highest priority ownedtickets/newest tickets querie Date: Sun, 01 Oct 2006 13:03:41 -0700 I recently updgraded to RT 3.6.1 from 3.4.3. I am having a bit of trouble getting the 3.6.1 to look the way 3.4.3 does for the homepage. I have created custom statuses, but on the Home page the queries for 'highest priority tickets I own and newest unowned tickets don't have these custom statuses. How can I change this so the queries will show the custom statuses and not just new/open/stalled? Also, I have a query to return the top 'n' tickets in my department and would like to add it to the home page. I have put this query in Elements/MyRT but the query doesn't show up, only the title of the query. I am able to click on the title of the query and have it return the results i want, but I would like the query to show up on the Home page like the Highest priority tickets and newest unowned queries. Any help is greatly appreciated. Thanks, Jared _ Find a local pizza place, music store, museum and more then map the best route! http://local.live.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com _ The next generation of Searchsay hello! http://imagine-windowslive.com/minisites/searchlaunch/?locale=en-usFORM=WLMTAG ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] RT 3.6.1 - manipulating n highest priority owned tickets/newest tickets querie
I recently updgraded to RT 3.6.1 from 3.4.3. I am having a bit of trouble getting the 3.6.1 to look the way 3.4.3 does for the homepage. I have created custom statuses, but on the Home page the queries for 'highest priority tickets I own and newest unowned tickets don't have these custom statuses. How can I change this so the queries will show the custom statuses and not just new/open/stalled? Also, I have a query to return the top 'n' tickets in my department and would like to add it to the home page. I have put this query in Elements/MyRT but the query doesn't show up, only the title of the query. I am able to click on the title of the query and have it return the results i want, but I would like the query to show up on the Home page like the Highest priority tickets and newest unowned queries. Any help is greatly appreciated. Thanks, Jared _ Find a local pizza place, music store, museum and more then map the best route! http://local.live.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Query Builder, report for last 7 days
Hello, I'm using the Query Builder in RT and would like to create a report for tickets created in the last 7 days. I'm able to get the report to look the way I want, but just am unable to generate this for the last 7 days. I can use a specific date, but I would like to easily be able to run this search in the future without having to change the date. Any help or suggestions is appreciated. Thanks, Jared _ Get real-time traffic reports with Windows Live Local Search http://local.live.com/default.aspx?v=2cp=42.336065~-109.392273style=rlvl=4scene=3712634trfc=1 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
