Customer Surveying

RT Users
1

Before I reinvent the wheel, I was wondering if anyone has generated a
template, or some other mechanism (direct SQL queries maybe) to survey
customers after tickets have been resolved. Basically we’re looking to
get some feedback on our technicians, asking end users to comment on the
efficiency, attitude, etc of the resolver of their ticket, but need them
to go back directly to an admin, versus back into the ticket itself…
or possibly into a different queue.

Thanks.

2

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Hi!

It is just a quick idea on a sunday evening:

There is a conditon OnResolve, use it to send an eMail to the customer.
This eMail contains an url with a your survey, and contains the ID to
for referential purposes. Voila, that’s it… What you do with the data
from the survey depends on what you want to do with it. I can’t say
much about that right now.

Best Regards,

Benne

Am Sonntag, 22.12.02, um 00:29 Uhr (Europe/Berlin) schrieb Steffan
Vigano:

Before I reinvent the wheel, I was wondering if anyone has generated a
template, or some other mechanism (direct SQL queries maybe) to
survey customers after tickets have been resolved. Basically we’re
looking to get some feedback on our technicians, asking end users to
comment on the efficiency, attitude, etc of the resolver of their
ticket, but need them to go back directly to an admin, versus back
into the ticket itself… or possibly into a different queue.

Thanks.

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Benjamin Boksa
b.boksa@sidebysite.de

side by site GmbH & Co. KG
Druckgestaltung & Webdesign

Barbarastr. 3-9 (Block 6)
D-50735 Koeln

Fon: +49 221 2790964
Fax: +49 221 2790965

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3

Hi there,

I have followed the instructions on
http://fsck.com/rtfm/article.html?id=53#183 to try and install the
statistics package for RT,

My httpd.conf looks like this:

<VirtualHost default:8080>

     ServerAdmin <a class="moz-txt-link-abbreviated" href="mailto:ron.gidron@shunra.com">ron.gidron@shunra.com</a>


     ErrorLog /var/log/rt2/apache_rt_error.log


     DocumentRoot /usr/local/rt2/WebRT/html


     ServerName quake


     PerlModule Apache::DBI

#PerlFreshRestart On

     PerlRequire /usr/local/rt2/bin/webmux.pl


     &lt;Location /&gt;


             Options Indexes FollowSymLinks


            AllowOverride None


             Order deny,allow


            Allow from all


              SetHandler perl-script


              PerlHandler RT::Mason


     &lt;/Location&gt;


     &lt;Location /chart&gt;


            SetHandler      perl-script


           PerlHandler     Apache::GD::Graph


     &lt;/Location&gt;

</VirtualHost>

My installation directory now includes the following :

(pwd => /usr/local/rt2/WebRt)

I have a stats directory that includes all the imported html
files (the ones from the tgz file)

and a chart directory which includes and empty (simply touch)
index.html file.

I am not getting the statistics pages displayed, obviously (??!!) when
I enter the url as http://quake:8080/stats.html I get a

I get the exact same error for http://quake:8080/stats/and
finally, if I use http://quake:8080/chartI get a nice Error
page

Telling me to please supply the query string and view the
Apache::GD::Graph man pages.

I guess my httpd.conf is missing something here, I can’t figure out
what it is though, I have fiddled with it somewhat and tried to define
an Alias or change the Location tag as well as move the PerlHandler
Apache::GD::Graph directive to the / location (and that
caused the nice query string error to appear instead of my usual RT
login page, or have it displayed together with my login page if I
insert it before the RT::Mason handler… quite funny :slight_smile: …)

Jelp, Someone?

10’x

Ron.

4
ServerAdmin ron.gidron@shunra.com ErrorLog /var/log/rt2/apache_rt_error.log DocumentRoot /usr/local/rt2/WebRT/html ServerName quake PerlModule Apache::DBI #PerlFreshRestart On PerlRequire /usr/local/rt2/bin/webmux.pl Options Indexes FollowSymLinks AllowOverride None Order deny,allow Allow from all SetHandler perl-script PerlHandler RT::Mason SetHandler perl-script PerlHandler Apache::GD::Graph

Take a look at your Apache-Error-Log. If you move the Directories
/chart and /stat to $Documentroot all should be fine.

Bye for now,
Bis denne,
Joerg