[rt-users] Possible to chnage owner WITHOUT updating ticket?

2017-01-30 Thread fozzie
Hi all, I have an unusual situation and looking for the best solution which I hope you can help with! Currently, we have 3 support Users managing our RT. 1 of those 3 users will be deployed to manage the support queue 1 week at a time on a rotation basis, so USER A will do week 1, then next

Re: [rt-users] Possible to chnage owner WITHOUT updating ticket?

2017-01-30 Thread Chris Manly
Would it work to search/sort on the “last contact” date instead of the “last updated” date? -- Christopher Manly Coordinator, Library Systems Cornell University Library Information Technologies c...@cornell.edu 607-255-3344 On 1/30/17, 4:28 AM, "rt-users on behalf of fozzie"

Re: [rt-users] MySQL backups of RT 4.4.1 truncated

2017-01-30 Thread Cena, Stephen (ext. 300)
The problem has become more interested. Switching from --results-file to > exposed the max packet problem but now, I can't seem to get around it. I currently have my max_allowed_packet set to 1024M and it's still dying. I have the approximate row & attachment ID where it's failing and if I'm

Re: [rt-users] Changing default format of ticket list in queue?

2017-01-30 Thread Alex Hall
Sorry I wasn't clear. I'm talking about the results when you view all tickets for a certain queue. For instance, open a ticket in the Customer Service queue, and somewhere on that page is the queue name as a link. Clicking that link takes you to a page listing all active tickets in that queue.

[rt-users] Changing default format of ticket list in queue?

2017-01-30 Thread Alex Hall
Hi all, Where would I go to change the default format for the list of tickets shown when you click a queue name? Can this be done on a queue-by-queue basis, or only as a modification to some template in share/html? I'd like to make some global changes, but for a few queues, have the value of a

Re: [rt-users] Changing default format of ticket list in queue?

2017-01-30 Thread Matt Zagrabelny
Hi Alex, On Mon, Jan 30, 2017 at 11:18 AM, Alex Hall wrote: > Hi all, > Where would I go to change the default format for the list of tickets shown > when you click a queue name? I presume you are talking about the Queue List? Can this be done on a queue-by-queue basis, or

Re: [rt-users] MySQL backups of RT 4.4.1 truncated

2017-01-30 Thread Cena, Stephen (ext. 300)
It's fixed!!! Recap: large RT database (host Ubuntu 14.04LTS, database server MySQL 5.7.x on Windows Server 2012). Backup .sql files became truncated at ~18GB when the database is easily 20GB. It looks like (for whatever reason) the max_allowed_packet option is not carrying over to the backup

Re: [rt-users] Possible to chnage owner WITHOUT updating ticket?

2017-01-30 Thread chrisis
Why do you want to re-assign at all? Assigning an Owner is a mechanism for ensuring that a ticket has someone looking at it and working on it, and is responsible for making progress towards a solution. Since you have an external roster that assigns responsibility for work, this mechanism is

Re: [rt-users] When replying to a new ticket a new ticket get created

2017-01-30 Thread Chris McClement
Hi Martin I think the problem might be that you are using non-English characters in the ticket identifier. In New Zealand, Maori words have some special characters called macrons. They are used with vowels to specify the length of the vowel sound. Our service is called "Kotui" but there is meant