RT-Users Digest, Vol 85, Issue 79

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@lists.bestpractical.comwrote:

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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@gmail.com
To: RT-Users@lists.bestpractical.com
Subject: [rt-users] "Create a custom field for your queue"
Message-ID: BANLkTi=kwDmiffZrL5wKbuxFMqov+=p8=w@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’s+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@lbl.gov
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] "Create a custom field for your queue"
Message-ID: BANLkTimGWBWo6XZCqcabSt6bWsqdfFpspw@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@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's+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@lbl.gov
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Handling a ticket that contains MANY
comments…
Message-ID: BANLkTi=66_25WB3U65Fj3KrOsoCFDw5uFg@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@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@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@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@lists.bestpractical.com [mailto:
rt-users-bounces@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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End of RT-Users Digest, Vol 85, Issue 79


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–

Grant ShowConfigTab.

Thomas