[rt-users] Query

[Bryon Baker]

Ok let me try and explain what I am trying to do and maybe someone will have a better idea.

RT 4.2.3 is installed a call center currently I use scrips to query the phone system to determine who is logged in and working in the call center.  I have scrips that distribute the tickets based on the last person to get a ticket.  The supervisor for the call center would like to assign tickets without the CSR needing to login to the phone system.

So here are the seniors she wants covered.
Process Tickets without being logged into the phone system and without being assigned now tickets.
Take calls without being logged into request tracker.
Be assigned new tickets without being logged into the phone system.



Thanks
Bryon Baker
Network Operations Manager
Copesan - Specialists in Pest Solutions
800-267-3726  •  262-783-6261 ext. 2296
bbaker at copesan.com<mailto:cstephan at copesan.com>
www.copesan.com<http://www.copesan.com/>
"Servicing North America with Local Care"

From: lenjaffe at gmail.com [mailto:lenjaffe at gmail.com] On Behalf Of Len Jaffe
Sent: Monday, July 14, 2014 3:36 PM
To: Bryon Baker
Subject: Re: [rt-users] Query

Borrow heavily from RT's sesison deserialization code.


I don't know if those stats are even kept in the session.

You might have to write your own callback to track login times, or last seen times.  You data will skew if people kill their browser without explicitly logging out of RT.

On Mon, Jul 14, 2014 at 3:50 PM, Bryon Baker <bbaker at copesan.com<mailto:bbaker at copesan.com>> wrote:
Thanks for the response Len

Do you have any hints on how to do that?

Thanks
Bryon Baker
Network Operations Manager
Copesan - Specialists in Pest Solutions
800-267-3726<tel:800-267-3726>  •  262-783-6261 ext. 2296<tel:262-783-6261%20ext.%202296>
bbaker at copesan.com<mailto:cstephan at copesan.com>
www.copesan.com<http://www.copesan.com/>
"Servicing North America with Local Care"

From: lenjaffe at gmail.com<mailto:lenjaffe at gmail.com> [mailto:lenjaffe at gmail.com<mailto:lenjaffe at gmail.com>] On Behalf Of Len Jaffe
Sent: Monday, July 14, 2014 2:48 PM
To: Bryon Baker
Subject: Re: [rt-users] Query

It looks like you'd have to read and decode the sessions.

On Mon, Jul 14, 2014 at 3:22 PM, Bryon Baker <bbaker at copesan.com<mailto:bbaker at copesan.com>> wrote:
Hello all

I wondering if anybody has any Ideas for my question?

Thanks
Bryon Baker
Network Operations Manager
Copesan - Specialists in Pest Solutions
800-267-3726<tel:800-267-3726>  •  262-783-6261 ext. 2296<tel:262-783-6261%20ext.%202296>
bbaker at copesan.com<mailto:cstephan at copesan.com>
www.copesan.com<http://www.copesan.com/>
"Servicing North America with Local Care"

From: Bryon Baker
Sent: Thursday, July 10, 2014 3:57 PM
To: RT Users (rt-users at lists.bestpractical.com<mailto:rt-users at lists.bestpractical.com>)
Subject: RE: Query

Update to question

It looks like I should be able to do this using the Session table.  If this is true is there a definition for the blob somewhere?

Thanks
Bryon Baker
Network Operations Manager
Copesan - Specialists in Pest Solutions
800-267-3726<tel:800-267-3726>  •  262-783-6261 ext. 2296<tel:262-783-6261%20ext.%202296>
bbaker at copesan.com<mailto:cstephan at copesan.com>
www.copesan.com<http://www.copesan.com/>
"Servicing North America with Local Care"

From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Bryon Baker
Sent: Thursday, July 10, 2014 2:28 PM
To: RT Users (rt-users at lists.bestpractical.com<mailto:rt-users at lists.bestpractical.com>)
Subject: [rt-users] Query

Hello All
Is it possible to write a query to see who is logged into RequestTracker?  And if so can I get some hints as to how?

Thanks in advance for the help.

Bryon Baker
Network Operations Manager
Copesan - Specialists in Pest Solutions
800-267-3726<tel:800-267-3726>  •  262-783-6261 ext. 2296<tel:262-783-6261%20ext.%202296>
bbaker at copesan.com<mailto:cstephan at copesan.com>
www.copesan.com<http://www.copesan.com/>
"Servicing North America with Local Care"


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lenjaffe at jaffesystems.com<mailto:lenjaffe at jaffesystems.com>   614-404-4214    @lenjaffe
Information Technology Smoke Jumper, Host of Columbus Code Jam<http://www.meetup.com/techlifecolumbus/>
www.lenjaffe.com<http://www.lenjaffe.com/>     http://www.theycomewithcheese.com<http://www.theycomewithcheese.com/>
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