On Montag 21 Mai 2007, Justin Brodley wrote:
Has anyone done any work into making RT more customer centric?
Some history to help explain what I'm looking for.
Basically were an ASP hosting operation, we have hundreds of customers
that pay us money to host their site. Our company has
I've tried to set logging to a file in RT_SiteConfig.pm but whenever I restart
apache I get a 500 Internal Server Error.
Set($LogToSyslog, 'debug');
Set($LogToScreen, 'error');
Set($LogToFile , undef);
Set($LogDir, '/usr/local/rt-3.6.1/var/log');
Set($LogToFileNamed , rt.log);
After finally figuring out why I couldn't get logging to work (I guess I hadn't
actually tried chowning rt.log to apache:apache), I was able to get this:
[Thu May 24 08:30:11 2007] [debug]: load cf Environment
(/usr/local/rt-3.6.1//lib/RT/Action/ExtractCustomFieldValues.pm:34)
[Thu May 24
Gah! I hate posting here and then figuring out the problem. It would appear I
didn't, in fact, try apache:apache. It now works. Yay me.
Keep up with me and what I'm up to: http://theillien.blogspot.com
Mathew Snyder wrote:
I've tried to set logging to a file in RT_SiteConfig.pm but
Hi,
the correspondAddress is not what I'm searching for.
I queried the DB and saw that the information is only located in the headers.
Now I want to do something like this:
if ($self-TransactionObj-Attachments-Headers =~ m/^To: [EMAIL PROTECTED]/i){
...
}
Untortunaly I don't get a match.
Is
hi
I'm running rt 3.6.3 on fedora core 6 with the LDAP
overlay from here
http://wiki.bestpractical.com/index.cgi?LDAP
It worked till yesterday at 2pm then stopped. 2 things
happened yesterday - windows update kb927891 to the
active dir server it binds with and yum installed
updates.
Now i had an
On May 24, 2007, at 4:33 AM, Mathew Snyder wrote:
After finally figuring out why I couldn't get logging to work (I
guess I hadn't
actually tried chowning rt.log to apache:apache), I was able to get
this:
[Thu May 24 08:30:11 2007] [debug]: load cf Environment
Hello,
--Am 24. Mai 2007 08:06:59 -0400 schrieb Kevin Falcone
[EMAIL PROTECTED]:
It is trying to match
Body against the regexp /^body$/i
You don't want the double quotes.
just write Body nothing else, so your example line says:
Severity|Body|SEVERITY\s+\[([1-4]\s+\-\s+.*)\]
Regards,
Yeah, I had figured that out after I figured out why I couldn't get the
logging to work. I though I had posted about it but either it got lost
at the post office or I never actually sent it.
Thanks though :)
Mathew
Dirk Pape wrote:
Hello,
--Am 24. Mai 2007 08:06:59 -0400 schrieb Kevin
We are currently evaluating a dedicated CRM system versus RT, since we have
already running RT for other things. The main aspect that seems common to
your problem to me is, that a customer (= a company) is the main object and
not the person who created a ticket neither the ticket itself. Yet
I just upgraded our RT install from 3.6.1 to 3.6.3. I am now getting an
error when trying to add a Scrip for a queue.
I go to Configuration - Queues - Service - Scrips - New scrip.
I then get this error:
error: no such method 'Process' for component
/Admin/Elements/EditScrip [standard]
Does anyone know if its possible to send an email from within a form?
I am updating several items on a ticket and I want to send one email
with all of this information, including a comment.
The problem is, the only way to identify, via a scrip, that this change
occurred is to watch a custom
This is probably a good candidate for a TransactionBatch (rather than
TransactionCreate) scrip; it lets you access all the transactions for a
specific event in a single scrip/template.
From within your template you cycle through each transaction, grab what
you need from each transaction, then
Thanks...I will give it a try.
-Stark
From: Gene LeDuc [mailto:[EMAIL PROTECTED]
Sent: Thu 5/24/2007 12:18 PM
To: Jeff Stark
Cc: rt-users
Subject: Re: [rt-users] Programmatically Sending Emails
This is probably a good candidate for a TransactionBatch (rather
rt 3.6.3 installed from tarball from bestpractical's site on ubuntu
v6.10 with perl v5.8.8.
when a user clicks 'reply' to a ticket, or to a comment on a ticket, the
'reply' gets properly recorded and associated with the ticket, but email
is not sent to the owner or requester.
I haven't messed
On May 24, 2007, at 1:21 PM, Jonathan C. Detert wrote:
If this is the right track, can someone explain how I should rebuild
perl so that the Scalar::Util::weaken() sub is defined?
you don't need to rebuild perl, you just need a working Scalar::Util
perl -MCPAN -e'install Scalar::Util'
On Thu, 2007-05-24 at 15:44 -0400, Kevin Falcone wrote:
On May 24, 2007, at 1:21 PM, Jonathan C. Detert wrote:
If this is the right track, can someone explain how I should rebuild
perl so that the Scalar::Util::weaken() sub is defined?
you don't need to rebuild perl, you just need a
I noticed a discrepancy with e-mail dates in 3.6.1 also - I was told to
update to 3.6.3 and the issue went away. I think they switched to a
different module for doing e-mail dates. As I recall, the problem we had
was that e-mails would always go out with UTC dates (but labeled as local)
On 02/05/2007, at 3:24 AM, Jesse Vincent wrote:
If, for the sake of argument, Best Practical were to rewrite RT,
what would you want to see in the new product?
Think big.
Jesse
Whilst we haven't had anything wrong with RT, the 'powers from above'
are evaluating other products and
Tom Lanyon wrote:
On 02/05/2007, at 3:24 AM, Jesse Vincent wrote:
If, for the sake of argument, Best Practical were to rewrite RT, what
would you want to see in the new product?
Think big.
Jesse
Whilst we haven't had anything wrong with RT, the 'powers from above'
are evaluating other
-Original Message-
From: [EMAIL PROTECTED] [mailto:rt-users-
[EMAIL PROTECTED] On Behalf Of Mathew Snyder
Sent: Thursday, May 24, 2007 8:40 PM
To: Tom Lanyon
Cc: RT Users
Subject: Re: [rt-users] RT 4
Tom Lanyon wrote:
On 02/05/2007, at 3:24 AM, Jesse Vincent wrote:
If,
Under Quick Search each of our queues is listed. The each have a search
associated with them so all one has to do is click on the link and be taken to
search results containing all tickets within the queue. This is, of course,
standard for any RT installation. However, I've added a custom
On 25/05/2007, at 11:10 AM, Mathew Snyder wrote:
- Customer database and the ability to track tickets per customer
But this is what RT does anyway
RT is currently *not* a customer database, it is a ticketing system.
We are getting pressured to move to systems like NetSuite or SugarCRM
On 25/05/2007, at 11:27 AM, Kelly F. Hickel wrote:
No, it doesn't. It tracks by a user. Customers (often) have many
users. This is (to me) the same thing as discussed in the Customer
Centric RT thread recently. For instance, our customers may have
several installations of our product, on
It almost sounds like RT needs a CRM addon, similar to RTFM or AT...
I think AT can serve as a starting point for this, from what I've seen it
do...Only define Customers instead of Assets.
Thanks !
Sal Baytalskiy
DBG CTO Middleware
201-469-8459
[EMAIL PROTECTED]
-Original Message-
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