Query

RT Users
1

Hello All

I am looking for a open source web based Knowledgebase
kind of software using which users can search for
information, articles and admins can post these
articles.

Please let me know if you are aware of any such good
app.

Regards
Sumith

Do You Yahoo!?
Yahoo! Photos - Share your holiday photos online!
http://photos.yahoo.com/

2

RT’s companion, KB, has been languishing while I get RT2 out.
I’ve not yet seen something that does roughly what I want it to,
though you might be happy with a wiki style system.
(http://c2.com/cgi/wiki is the best known), though there are many
others out there…On Thu, Jan 11, 2001 at 11:17:17PM -0800, Sumith Ail wrote:

Hello All

I am looking for a open source web based Knowledgebase
kind of software using which users can search for
information, articles and admins can post these
articles.

Please let me know if you are aware of any such good
app.

Regards
Sumith

Do You Yahoo!?
Yahoo! Photos - Share your holiday photos online!
http://photos.yahoo.com/

rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

jesse reed vincent – root@eruditorum.org – jesse@fsck.com
70EBAC90: 2A07 FC22 7DB4 42C1 9D71 0108 41A3 3FB3 70EB AC90

“It’s buried in the desert, got sand in it, melts Nazis. You know,
the Ark of the Covenant” – siva

3

Hello All
Is it possible to write a query to see who is logged into RequestTrack? 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 * 262-783-6261 ext. 2296
bbaker@copesan.commailto:cstephan@copesan.com
www.copesan.comhttp://www.copesan.com/
“Servicing North America with Local Care”

4

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 * 262-783-6261 ext. 2296
bbaker@copesan.commailto:cstephan@copesan.com
www.copesan.comhttp://www.copesan.com/
"Servicing North America with Local Care"From: rt-users [mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Bryon Baker
Sent: Thursday, July 10, 2014 2:28 PM
To: RT Users (rt-users@lists.bestpractical.com)
Subject: [rt-users] Query

Hello All
Is it possible to write a query to see who is logged into RequestTrack? 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 * 262-783-6261 ext. 2296
bbaker@copesan.commailto:cstephan@copesan.com
www.copesan.comhttp://www.copesan.com/
“Servicing North America with Local Care”

5

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 * 262-783-6261 ext. 2296
bbaker@copesan.commailto:cstephan@copesan.com
www.copesan.comhttp://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@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 * 262-783-6261 ext. 2296
bbaker@copesan.commailto:cstephan@copesan.com
www.copesan.comhttp://www.copesan.com/
“Servicing North America with Local Care”

From: rt-users [mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Bryon Baker
Sent: Thursday, July 10, 2014 2:28 PM
To: RT Users (rt-users@lists.bestpractical.commailto:rt-users@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 * 262-783-6261 ext. 2296
bbaker@copesan.commailto:cstephan@copesan.com
www.copesan.comhttp://www.copesan.com/
“Servicing North America with Local Care”

6

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 • 262-783-6261 ext. 2296
bbaker@copesan.commailto:cstephan@copesan.com
www.copesan.comhttp://www.copesan.com/
"Servicing North America with Local Care"From: lenjaffe@gmail.com [mailto:lenjaffe@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.

7

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@copesan.commailto:cstephan@copesan.com
www.copesan.comhttp://www.copesan.com/
"Servicing North America with Local Care"From: lenjaffe@gmail.com [mailto:lenjaffe@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.

8

From: Bryon Baker

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?

If you store your sessions in the RT DB as I do you can get a list of
sessions:

mysql> select id, LastUpdated from sessions;

In any case you can always parse RT Session blobs using the rt session
viewer:
rt-session-viewer - RT 4.2.17 Documentation - Best Practical

cheers,
ram

9

Is there a way to tie a session id to a user?

Thanks
Bryon Baker
Network Operations Manager
Copesan - Specialists in Pest Solutions
800-267-3726 • 262-783-6261 ext. 2296
bbaker@copesan.commailto:cstephan@copesan.com
www.copesan.comhttp://www.copesan.com/
"Servicing North America with Local Care"From: rt-users [mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Ram
Sent: Tuesday, July 15, 2014 11:07 AM
To: rt-users
Subject: Re: [rt-users] Query

From: Bryon Baker

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?

If you store your sessions in the RT DB as I do you can get a list of sessions:

mysql> select id, LastUpdated from sessions;

In any case you can always parse RT Session blobs using the rt session viewer:
rt-session-viewer - RT 4.2.17 Documentation - Best Practical

cheers,
ram

10

Ok let’s try a different approach create a custom field that the user needs to check to have tickets assigned. If I do this I need to display to the administrator who has the boxed checked and who does not. I cannot find any search screen that allow searching the users and displaying a custom user fields in a list.

Can this be done via a callback and displayed like the quick search areas are?

If so I would need a lot of help with building that functionally. I have not succeeded at build a callback that works yet.

Thanks
Bryon Baker
Network Operations Manager
Copesan - Specialists in Pest Solutions
800-267-3726 • 262-783-6261 ext. 2296
bbaker@copesan.commailto:cstephan@copesan.com
www.copesan.comhttp://www.copesan.com/
"Servicing North America with Local Care"From: rt-users [mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Ram
Sent: Tuesday, July 15, 2014 11:07 AM
To: rt-users
Subject: Re: [rt-users] Query

From: Bryon Baker

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?

If you store your sessions in the RT DB as I do you can get a list of sessions:

mysql> select id, LastUpdated from sessions;

In any case you can always parse RT Session blobs using the rt session viewer:
rt-session-viewer - RT 4.2.17 Documentation - Best Practical

cheers,
ram

11

Examine the output of rt-session-viewer.

Is there a way to tie a session id to a user?