<div>Thanks for the response Kenn. I agree with you about the user groups for administering each queue big time saver. The pronlem I have is that I cannot get the "Configuration" menu option to appear with a user who has queue admin rights. I need that Configuration menu item to drill down to allow him to make customer fields in this queue only. Make sense?</div>
<div> --Mike--</div>
<div> </div>
<div> <br><br></div>
<div class="gmail_quote">On Fri, Apr 22, 2011 at 1:03 PM, <span dir="ltr"><<a href="mailto:rt-users-request@lists.bestpractical.com">rt-users-request@lists.bestpractical.com</a>></span> wrote:<br>
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<br><br>Today's Topics:<br><br> 1. "Create a custom field for your queue" (Mike Nelson)<br> 2. Re: "Create a custom field for your queue" (Kenneth Crocker)<br> 3. Re: Handling a ticket that contains MANY comments....<br>
(Kenneth Crocker)<br><br><br>----------------------------------------------------------------------<br><br>Message: 1<br>Date: Fri, 22 Apr 2011 12:53:42 -0500<br>From: Mike Nelson <<a href="mailto:nelson.mike@gmail.com">nelson.mike@gmail.com</a>><br>
To: <a href="mailto:RT-Users@lists.bestpractical.com">RT-Users@lists.bestpractical.com</a><br>Subject: [rt-users] "Create a custom field for your queue"<br>Message-ID: <BANLkTi=kwDmiffZrL5wKbuxFMqov+=p8=<a href="mailto:w@mail.gmail.com">w@mail.gmail.com</a>><br>
Content-Type: text/plain; charset="iso-8859-1"<br><br>I am using RT 3.8.7 and I need to have one user able to fully administer<br>only one queue. Specifically, I am interested in that administrator being<br>able to create custom fields in one queue only (not globally) and I do not<br>
want to give this user access for general system wide admin privledges. I<br>have given this user queue admin privledges and according to the informaton<br>I have found, he should now be able to have access. Still, at this point,<br>
the Configuration menu option does not appear in this users menu.<br><br>Below I have included the links that lead me to believe this is possible.<br>Any help would be appritiated!!<br><br><a href="http://kb.mit.edu/confluence/pages/viewpage.action?pageId=3908111" target="_blank">http://kb.mit.edu/confluence/pages/viewpage.action?pageId=3908111</a><br>
**<br><a href="http://kb.mit.edu/confluence/display/ist/RT+Queue+Administrator%27s+Guide" target="_blank">http://kb.mit.edu/confluence/display/ist/RT+Queue+Administrator%27s+Guide</a><br>(Section: "Create a custom field for your queue")<br>
<br>Thanks in advance!<br>--<br> --Mike<br>-------------- next part --------------<br>An HTML attachment was scrubbed...<br>URL: <<a href="http://lists.bestpractical.com/pipermail/rt-users/attachments/20110422/a59960ca/attachment-0001.html" target="_blank">http://lists.bestpractical.com/pipermail/rt-users/attachments/20110422/a59960ca/attachment-0001.html</a>><br>
<br>------------------------------<br><br>Message: 2<br>Date: Fri, 22 Apr 2011 11:00:05 -0700<br>From: Kenneth Crocker <<a href="mailto:kfcrocker@lbl.gov">kfcrocker@lbl.gov</a>><br>To: <a href="mailto:rt-users@lists.bestpractical.com">rt-users@lists.bestpractical.com</a><br>
Subject: Re: [rt-users] "Create a custom field for your queue"<br>Message-ID: <<a href="mailto:BANLkTimGWBWo6XZCqcabSt6bWsqdfFpspw@mail.gmail.com">BANLkTimGWBWo6XZCqcabSt6bWsqdfFpspw@mail.gmail.com</a>><br>
Content-Type: text/plain; charset="iso-8859-1"<br><br>Mike,<br><br>I'd recommend creating a group for such privileges. That way you do not have<br>to keep track of individual users and maintain them at such a granular<br>
level. Groups can have users added/deleted from them all at once, instead of<br>going to each individual user to make changes. Less work. Unless, of course,<br>you only have very few users on the system.<br><br>Kenn<br>LBNL<br>
<br>On Fri, Apr 22, 2011 at 10:53 AM, Mike Nelson <<a href="mailto:nelson.mike@gmail.com">nelson.mike@gmail.com</a>> wrote:<br><br>> I am using RT 3.8.7 and I need to have one user able to fully administer<br>> only one queue. Specifically, I am interested in that administrator being<br>
> able to create custom fields in one queue only (not globally) and I do not<br>> want to give this user access for general system wide admin privledges. I<br>> have given this user queue admin privledges and according to the informaton<br>
> I have found, he should now be able to have access. Still, at this point,<br>> the Configuration menu option does not appear in this users menu.<br>><br>> Below I have included the links that lead me to believe this is possible.<br>
> Any help would be appritiated!!<br>><br>> <a href="http://kb.mit.edu/confluence/pages/viewpage.action?pageId=3908111" target="_blank">http://kb.mit.edu/confluence/pages/viewpage.action?pageId=3908111</a><br>> **<br>
> <a href="http://kb.mit.edu/confluence/display/ist/RT+Queue+Administrator%27s+Guide" target="_blank">http://kb.mit.edu/confluence/display/ist/RT+Queue+Administrator%27s+Guide</a><br>> (Section: "Create a custom field for your queue")<br>
><br>> Thanks in advance!<br>> --<br>> --Mike<br>><br>-------------- next part --------------<br>An HTML attachment was scrubbed...<br>URL: <<a href="http://lists.bestpractical.com/pipermail/rt-users/attachments/20110422/c629f16d/attachment-0001.html" target="_blank">http://lists.bestpractical.com/pipermail/rt-users/attachments/20110422/c629f16d/attachment-0001.html</a>><br>
<br>------------------------------<br><br>Message: 3<br>Date: Fri, 22 Apr 2011 11:03:06 -0700<br>From: Kenneth Crocker <<a href="mailto:kfcrocker@lbl.gov">kfcrocker@lbl.gov</a>><br>To: <a href="mailto:rt-users@lists.bestpractical.com">rt-users@lists.bestpractical.com</a><br>
Subject: Re: [rt-users] Handling a ticket that contains MANY<br> comments....<br>Message-ID: <BANLkTi=<a href="mailto:66_25WB3U65Fj3KrOsoCFDw5uFg@mail.gmail.com">66_25WB3U65Fj3KrOsoCFDw5uFg@mail.gmail.com</a>><br>
Content-Type: text/plain; charset="windows-1252"<br><br>Chris,<br><br>We don't let just anyone "SEE" Comments. We grant that right only to the<br>Queue AdminCc Watcher and the ticket owner. I suspect the time cost is being<br>
caused by so many Users with that privilege.<br><br>Kenn<br>LBNL<br><br>On Fri, Apr 22, 2011 at 7:51 AM, Steve Anderson <<br><a href="mailto:steve.anderson@bipsolutions.com">steve.anderson@bipsolutions.com</a>> wrote:<br>
<br>> It?s all part of the links section of a ticket.<br>><br>><br>><br>> In an instance like that, each person could have the main ticket open, then<br>> hit the ?create? link next to the ?children:? heading. That?ll open up a<br>
> regular ticket creation window. When the main ticket is viewed, the list of<br>> all the children will show up on it. Each child will show the original as<br>> the parent.<br>><br>><br>><br>> Each child ticket is a ticket in its own right, so for reporting purposes,<br>
> they can be handled separately.<br>><br>><br>><br>><br>><br>> Steve Anderson<br>><br>><br>><br>> *From:* Chris Hall [mailto:<a href="mailto:hiro24@gmail.com">hiro24@gmail.com</a>]<br>> *Sent:* 22 April 2011 15:45<br>
> *To:* Steve Anderson<br>> *Cc:* rt-users<br>> *Subject:* Re: [rt-users] Handling a ticket that contains MANY<br>> comments....<br>><br>><br>><br>> Could you elaborate on the child ticket? The way we handle things usually<br>
> is we have a ticket for each customer, and update it if they call in. In<br>> this case though, it was all about turnover, and getting everything logged<br>> quickly, so they didn't want to have to bother with looking up a customer's<br>
> ticket to log it. They wanted a way to very quickly put a comment somewhere<br>> that "yes, somebody called" so they could move on to the next phone call in<br>> queue (which was a deep queue btw). They want to make sure they log<br>
> "something" b/c at the end of the month they try to match up how many<br>> comments they made on RT verses how many calls they took, for quality<br>> checking purposes, etc..<br>><br>><br>><br>
> I never really messed with child ticket functionality, how exactly does it<br>> work?<br>><br>> On Fri, Apr 22, 2011 at 10:35 AM, Steve Anderson <<br>> <a href="mailto:steve.anderson@bipsolutions.com">steve.anderson@bipsolutions.com</a>> wrote:<br>
><br>> Or use the child ticket functionality? Though that will increase the number<br>> of tickets in the system.<br>><br>><br>><br>><br>><br>> Steve Anderson<br>><br>><br>><br>> *From:* <a href="mailto:rt-users-bounces@lists.bestpractical.com">rt-users-bounces@lists.bestpractical.com</a> [mailto:<br>
> <a href="mailto:rt-users-bounces@lists.bestpractical.com">rt-users-bounces@lists.bestpractical.com</a>] *On Behalf Of *Chris Hall<br>> *Sent:* 22 April 2011 15:33<br>> *To:* rt-users<br>> *Subject:* [rt-users] Handling a ticket that contains MANY comments....<br>
><br>><br>><br>> Hello all,<br>><br>><br>><br>> Question: How should I best handle a ticket with multiple comments? By<br>> multiple, I mean 400+.<br>><br>><br>><br>> Here's the background. Our helpdesk had to deal w/ a widespread outage.<br>
> Tons upon tons of ppl were calling in for the entire day. They decided<br>> they needed to log all these calls, so they created on ticket, named for<br>> this example "outage". Everytime someone called in, they would open the<br>
> "outage" ticket and put a quick "advised user of outage" in the ticket.<br>> However, once the ticket started growing into the hundreds of comments, it<br>> would nearly lock the server up when someone would access it. The CPU would<br>
> peg out while the page was loaded, which would take roughly 2 minutes... and<br>> with probably a new person trying to access the ticket every 15 seconds, you<br>> could see how this was a problem. It brought the entire ticketing system to<br>
> something of a standstill.<br>><br>><br>><br>> My question to you guys is how do I avoid something like this moving<br>> forward in the future? I found this:<br>><br>><br>><br>><br>> <a href="http://search.cpan.org/~ruz/RT-Extension-ViaLink-UpdateTicket-0.02/lib/RT/Extension/ViaLink/UpdateTicket.pm" target="_blank">http://search.cpan.org/~ruz/RT-Extension-ViaLink-UpdateTicket-0.02/lib/RT/Extension/ViaLink/UpdateTicket.pm</a><br>
><br>><br>><br>> and was thinking it would resolve the problem, if I can format the link it<br>> talks about to just update the ticket w/o trying to load/render a several<br>> hundred line ticket.. what are your thoughts? Would this work?<br>
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<br><br>End of RT-Users Digest, Vol 85, Issue 79<br>****************************************<br></blockquote></div>