We've gotten a grant to purchase some software to track first contact
resolutions for our helpdesk.
In looking at potential software, we're finding mostly all-in-one
solutions that come packaged with a work order tracker and everything.
So...
(1) Is anyone aware of tracking software for this
That's my code (or maybe an edited version of it -- I haven't looked at
changes lately) in the wiki, and we're using it under 3.6.1 -- what sort
of problems are you having?
--
Mark Roedel
Senior Programmer / Analyst
LeTourneau University
Longview, Texas USA
-Original Message-
From:
-in on create condition and the same custom action code.)
Does that help?
--
Mark Roedel
Senior Programmer / Analyst
LeTourneau University
Longview, Texas USA
-Original Message-
From: joey [mailto:[EMAIL PROTECTED]
Sent: Tuesday, November 14, 2006 9:55 AM
To: Roedel, Mark
Cc: RT-Users
as to how the scrip is
failing for you would be helpful...
--
Mark Roedel
Senior Programmer / Analyst
LeTourneau University
-Original Message-
From: joey [mailto:[EMAIL PROTECTED]
Sent: Tuesday, November 14, 2006 8:57 AM
To: RT-Users@lists.bestpractical.com
Cc: Roedel, Mark
Subject
I haven't seen this mentioned in here yet, but I stumbled across this
library in CPAN by Nicolas Chuche (Nicolas is also behind another recent
RT add-on, RTx::Calendar, which is worth checking out as well) that adds
AJAX autocompletion to email fields in RT. The release in CPAN is
version 0.01,
We recently welcomed our campus physical plant into our installation of
RT, and have been gradually making tweaks to make them happy.
One thing they've asked for is the ability to create recurring tickets
to track their periodic maintenance activities. I picture the result
looking something like
You don't say exactly what you're looking for as output. As noted in
the Business::Hours documentation, for_timespan returns a Set::IntSpan,
which is what you're seeing in your dump. Just eyeballing things, it
looks like the 'edges' array contains Unix timestamps corresponding to
the beginnings
Is anyone aware of a download link for rtbouncehandler documented at
http://rt.bestpractical.com/view/RtBounceHandler? (That page in the
wiki -- presumably copied and pasted from elsewhere -- simply says that
the Perl source is an attachment to this ticket. Googling brought up
a few posts from
I submitted a bug report (#10244) to rt3.fsck.com on this as well, but
thought I'd post to the list for the benefit of those who search the
list archives rather than the bug tracker.
It looks like RT 3.8.0's date routines (lib/RT/Date.pm) at one point
misapply the timezone offset (subtracting it,
Is anybody else seeing messages get corrupted (weird line wrapping,
spaces inserted, whole chunks of text missing) if they're edited in the
wysiwyg editor using IE7? We're not seeing any similar issues with
Firefox or Safari...
--
Mark Roedel
Senior Programmer / Analyst
LeTourneau University
-Original Message-
From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf Of Kevin
Falcone
Sent: Friday, August 08, 2008 8:56 AM
To: RT Users
Subject: Re: [rt-users] Rt at Glance and upgrade from 3.2.1 to 3.8.0
You need to tweak your templates slightly in order to send html mail,
When we upgraded to 3.8.0, I reworked most of Dirk's forking patch into
callbacks (I did keep the standalone select-queue page, although at some
point I'd like to try eliminating that as well with some sort of ajaxy
dropdown queue selector) so I wouldn't have to keep re-patching each
upgrade. If
To: David Sitsky
Cc: Joop van de Wege; RT Users; Roedel, Mark
Subject: Re: [rt-users] Forking a ticket
On Aug 24, 2008, at 8:19 PM, David Sitsky wrote:
Joop van de Wege wrote:
Roedel, Mark wrote:
When we upgraded to 3.8.0, I reworked most of Dirk's forking patch
into callbacks (I did keep
Have you looked at creating a list of Reminders in the ticket? We use
them as a way of creating a checklist to track multi-task processes (for
example, all the things that need to be done to activate a new employee
- various system accounts, long distance calling PIN, etc.) within a
single
Some of our users will open a bunch of browser tabs from the QuickSearch
list of queues, and are wondering whether there's a way to give those
tabs more useful titles than Found 6 tickets. Has anybody done
anything to either assign a fixed page/tab title to particular search
results or parse
like it's going to be useful beyond our campus, I'll start
working on a more permanent download location.
--
Mark Roedel
Senior Programmer/Analyst - Web Services
LeTourneau University
-Original Message-
From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf Of Roedel,
Mark
Sent: Friday
-Original Message-
From: Joop [mailto:[EMAIL PROTECTED]
Sent: Wednesday, November 26, 2008 5:14 AM
To: Roedel, Mark
Cc: RT Users
Subject: Re: [rt-users] Forking a ticket
If this is still on anybody's radar, I've finally gotten around to
packaging the callbacks and related pages
.
--
Mark Roedel
Senior Programmer/Analyst - Web Services
LeTourneau University
From: Torsten Brumm [mailto:[EMAIL PROTECTED]
Sent: Wednesday, December 03, 2008 11:41 AM
To: Roedel, Mark
Cc: Joop; RT Users
Subject: Re: [rt-users] Forking a ticket
Hi Mark,
really nice module.
I'm getting
Looks to me like
http://wiki.bestpractical.com/view/OnQueueChangeFixReminders
http://wiki.bestpractical.com/view/OnQueueChangeFixReminders should
get you most of the way there as a jumping-off point. Obviously, you'd
change the scrip condition to On Resolve and you'd use a
.
--
Mark Roedel
Senior Programmer/Analyst - Web Services
LeTourneau University
From: Jim Tambling [mailto:jim.tambl...@datatote.co.uk]
Sent: Wednesday, February 11, 2009 4:36 PM
To: Roedel, Mark; rt-us...@bestpractical.com
Subject: RE: [rt-users] Reminders still open after a ticket is closed
I fixed this after upgrading to RT 3.8.3 by pulling the
current-at-the-time SVN trunk for RTFM. I believe the needed changes
are also included in the RTFM 2.4.2 RC that was announced earlier this
week.
--
Mark Roedel
Webmaster
LeTourneau University
From:
We have an Urgency custom field in one of our queues, and I wrote a couple of
scrips to set the ticket due date and starting and ending priorities based on
that field's value. (One scrip fires on ticket creation, and one fires on a
change to the custom field's value.)
The scrip configuration
There's a global scrip that by default sets the ticket status to Open on any
correspondence -- you'll need to either deactivate it altogether or modify it
to only act on unresolved tickets.
If you decide to modify it, you can use your same condition code as a starting
point...you'll just be
Has anybody done any scripting to scan attachments for viruses or check for
sensitive data like SSN's before aceepting them onto a ticket?
Mark Roedel
Webmaster
Enrollment Services
LeTourneau University
903-233-3535 (w) | 903-233-3105 (f)
www.letu.edu | www.facebook.com/myletu |
We want to provide a more user-friendly version of the Permission Denied
message that gets returned when one of our users replies to a ticket from a
different email address than the one they used to initiate the ticket. Is that
something that we'd accomplish by overriding the default i18n
Obviously it's pretty simple to write a script against the REST API and launch
it from a cron job, but has anybody done anything that's more end-user facing
to allow for the setup of recurring tickets for periodic maintenance and the
like?
the scheduling
info and some basic ticket data. Guess that's something to add to my
ever-expanding list of things to work on...
From: Raed El-Hames [mailto:raed.el-ha...@daisygroupplc.com]
Sent: Friday, April 01, 2011 4:19 AM
To: Roedel, Mark; rt-us...@bestpractical.com
Subject: RE: recurring
Might $EmailCompletionRdbmsDisable be the variable you want here?
From: Mike Johnson mike.john...@nosm.camailto:mike.john...@nosm.ca
Date: Tue, 24 May 2011 16:34:54 -0400
To: rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com
Subject: [rt-users] RTx::EmailCompletion - LDAP
One of our managers would like to know if there's a way - short of removing the
relevant sections from the ticket maintenance screens - to control the use of
the checkboxes that turn email notifications to particular users on and off?
Alternately, are there options for searching for and
I was able – without major surgery – to get the TimeWorkedReport functioning in
RT 4. I need to get my changes written up for the wiki, but in the meantime
I’d be willing to walk you through them off-list.
Mark Roedel
Webmaster
Enrollment Services
LeTourneau University
903-233-3535 (w) |
Is there a better way to add items to the menus in RT4 than creating and
maintaining a $RT_HOME/local/html/Elements/Tabs?
Mark Roedel
Webmaster
Enrollment Services
LeTourneau University
903-233-3535 (w) | 903-233-3105 (f)
www.letu.edu | www.facebook.com/myletu | www.twitter.com/LETUadmissions
Yep – this is one of my favorite things to show off about RT. ☺
Try doing a search for tickets created after ‘7 days ago’.
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Henry, Laura
Sent: Wednesday, September 14, 2011 11:37 AM
Here's my callback code to add an item to global Tools menu:
%init
my $tools = Menu()-child('tools');
$tools-child( timeworkedreport = title = 'Time Worked Report', path =
'/Tools/Reports/TimeWorkedReport.html', description = 'Time Worked Report' );
/%init
%args
$Actions = undef
/%args
--
I've had a couple of different requests recently for some sort of protection on
the Due field in particular queues so that it can only be modified by
managers. Has anybody already done something like this? Is it something that
could be reasonably easy to implement either as a scrip action or
We're using an installation of LimeSurvey (www.limesurvey.org) to host our
customer satisfaction followup for completed tickets, with scrip actions based
on http://requesttracker.wikia.com/wiki/RemoteControlLimeSurvey for integration.
Mark Roedel
Webmaster
Enrollment Services
LeTourneau
Should there be a comma after the closing brace preceding that line?
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Randy Black
Sent: Monday, October 10, 2011 5:08 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Custom
Has anyone taken a stab at modifying RT::Extension::TicketLocking to work with
RT4?
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston March 5 6, 2012
: [rt-users] [rt-devel] RT 4.0.5rc1 Released
On 01/31/2012 09:57 AM, Roedel, Mark wrote:
Working well for us so far -- I really like the new look for dashboard emails.
I don't think the dashboard emails have changed since 4.0.4. Are you comparing
to a different version? If not, I'd be curious
Has anybody made any tweaks to keep ParseNewMessageForTicketCcs from being
abused (say, by restricting the number of Ccs or limiting the accounts that can
add Ccs in that manner)?
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston March 5 6, 2012
What's the proper TicketSQL to return the list of tickets that don't yet have a
Told date set?
Haven't started working with LimeSurvey 2.x yet -- although it's on my radar --
but we do have our RT 4.0.7 working with Lime 1.9's remote control features to
generate customer evaluation surveys on ticket resolution (using the steps
outlined in the RT wiki).
Looking through the Lime 2 release
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