International usage of a single RT instance

I try to implement for my international company request tracker version
4 as a single instance to support our IT helpdesk activities.

I have two main helpdesk team : one in France and one in US

Customer able to send request are coming from everywhere in the world

I have a different queue for US based support and one for the European
based support.

Everything is working fine with the exceptio of the different date shown
in the interface.

I try to figure out how to configure or customize RT 4 to be able to
have a central instance located in Europe which should be used from all
over the world.

I have search for a solution without success…

My attempts have all failed and searching both the wiki and the mailing
list archives hasn’t improved my understanding enough to make it work or
to understand if it could works or not.

So far, I’ve tried to set on one user a different time zone but without
effect on the date shown in the SelfService interface for example.

I’m using RT [4.02] on Debain OS. Web server apache. Database mysql

Thanks, Any help on this topics will be appreciate or any return of
experience on my specific needs,

Christophe

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I try to implement for my international company request tracker version 4 as a single instance
to support our IT helpdesk activities.

I have two main helpdesk team : one in France and one in US

Customer able to send request are coming from everywhere in the world

I have a different queue for US based support and one for the European based support.

Everything is working fine with the exceptio of the different date shown in the interface.

I try to figure out how to configure or customize RT 4 to be able to have a central instance
located in Europe which should be used from all over the world.

I have search for a solution without success…

My attempts have all failed and searching both the wiki and the mailing list archives hasn’t
improved my understanding enough to make it work or to understand if it could works or not.

So far, I’ve tried to set on one user a different time zone but without effect on the date
shown in the SelfService interface for example.

I’m using RT [4.02] on Debain OS. Web server apache. Database mysql

mod_perl or fastcgi?

If mod_perl, please review the documentation in
docs/web_deployment.pod about certain Apache worker models and time
zones.

-kevin

Mod_perl is used in our case but reading docs/web_deployment.pod do not
give me any direction or I forget to read the right line…
I have try to configure one specific account with a different timezone
but I did not seen any effect on the date shown.
So perhaps I’m wrong but I do not know what this per user timezone
setting stand for.

Is there any advise how to resolve this situation on a single instance
or is it only possible to setup two different RT instance that will then
need to be synchronized ?From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Kevin
Falcone
Sent: lundi 21 novembre 2011 16:15
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] International usage of a single RT instance

I try to implement for my international company request tracker
version 4 as a single instance
to support our IT helpdesk activities.

I have two main helpdesk team : one in France and one in US

Customer able to send request are coming from everywhere in the
world

I have a different queue for US based support and one for the
European based support.

Everything is working fine with the exceptio of the different date
shown in the interface.

I try to figure out how to configure or customize RT 4 to be able
to have a central instance
located in Europe which should be used from all over the world.

I have search for a solution without success…

My attempts have all failed and searching both the wiki and the
mailing list archives hasn’t
improved my understanding enough to make it work or to understand
if it could works or not.

So far, I’ve tried to set on one user a different time zone but
without effect on the date
shown in the SelfService interface for example.

I’m using RT [4.02] on Debain OS. Web server apache. Database mysql

mod_perl or fastcgi?

If mod_perl, please review the documentation in docs/web_deployment.pod
about certain Apache worker models and time zones.

-kevin

Please be advised that this email may contain confidential
information. If you are not the intended recipient, please notify us
by email by replying to the sender and delete this message. The
sender disclaims that the content of this email constitutes an offer
to enter into, or the acceptance of, any agreement; provided that the
foregoing does not invalidate the binding effect of any digital or
other electronic reproduction of a manual signature that is included
in any attachment.

Mod_perl is used in our case but reading docs/web_deployment.pod do not
give me any direction or I forget to read the right line…
I have try to configure one specific account with a different timezone
but I did not seen any effect on the date shown.
So perhaps I’m wrong but I do not know what this per user timezone
setting stand for.

Is there any advise how to resolve this situation on a single instance
or is it only possible to setup two different RT instance that will then
need to be synchronized ?

You want to read this part of the documentation:

B: Due to thread-safety limitations, all timestamps will be…

It’s right at the beginning of the mod_perl section.

-kevin

Great ! perfect answer ! Works fine
I have move to fastcgi

Thanks

ChristopheFrom: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Kevin
Falcone
Sent: mardi 22 novembre 2011 16:15
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] International usage of a single RT instance

Mod_perl is used in our case but reading docs/web_deployment.pod do
not give me any direction or I forget to read the right line…
I have try to configure one specific account with a different timezone

but I did not seen any effect on the date shown.
So perhaps I’m wrong but I do not know what this per user timezone
setting stand for.

Is there any advise how to resolve this situation on a single instance

or is it only possible to setup two different RT instance that will
then need to be synchronized ?

You want to read this part of the documentation:

B: Due to thread-safety limitations, all timestamps will be…

It’s right at the beginning of the mod_perl section.

-kevin

Please be advised that this email may contain confidential
information. If you are not the intended recipient, please notify us
by email by replying to the sender and delete this message. The
sender disclaims that the content of this email constitutes an offer
to enter into, or the acceptance of, any agreement; provided that the
foregoing does not invalidate the binding effect of any digital or
other electronic reproduction of a manual signature that is included
in any attachment.