[rt-users] RT-Users Digest, Vol 85, Issue 79

Mike Nelson nelson.mike at gmail.com
Fri Apr 22 15:57:03 EDT 2011


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?
 --Mike--



On Fri, Apr 22, 2011 at 1:03 PM,
<rt-users-request at lists.bestpractical.com>wrote:

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