Tickets Display and Rights

RT Users
1

Hello users,

I am running rt-3.2.1 here with MySQL-3.23.58 and
apache-1.3.31+mod_perl1 on FreeBSD.

Now that I’ve given the standard greeting :wink: …

I would like to find out if someone has managed to do the following:

We have designated a user to be the manager (not superuser) in RT and
she has asked me the following questions:

  1. Can I get the following rights or get them customised if possible.

a. Establish how many tickets each individual owns at a glance
e.g. At a glance I can see that user1 has 5 open tickets, user2
has 3 open tickets, etc

b. Can I also be able to get rights to see ALL outgoing correspondence
and comments made on tickets rather than searching through each one.
I.E. I am either cc’d in all correspondence or Bcc’d?

c. Statistics for open tickets and stalled: I would like have the total
generated and I can search for say one month back / two weeks etc

Looking at (a), it seems something quite doable, bar for my lack of
programming skills. But I believe the info can be easily presented
on a link on the main Ticket display page. It’s a matter of sql queries
and displaying, yes? Perhaps I should just run the query and send here
the output.

(b) seems something that is easy to do via a Scrip, once I have given/
designated her the proper Global role, yes?

© It is easy to get the stats for open and stalled tickets, but the
searches - I wonder why the hell she needs that. This can be done
using Ticket Search, yes?

Or am I just not understanding her needs?

    cheers
   - wash

Odhiambo Washington . WANANCHI ONLINE LTD (Nairobi, KE) |
. 1ere Etage, Loita Hse, Loita St., |
GSM: (+254) 722 743 223 . # 10286, 00100 NAIROBI |
GSM: (+254) 733 744 121 . (+254) 020 313 985 - 9 |
“Oh My God! They killed init! You Bastards!”
–from a /. post

2

Odhiambo Washington wrote:

Hello users,

I am running rt-3.2.1 here with MySQL-3.23.58 and
apache-1.3.31+mod_perl1 on FreeBSD.

Now that I’ve given the standard greeting :wink: …

I would like to find out if someone has managed to do the following:

We have designated a user to be the manager (not superuser) in RT and
she has asked me the following questions:

  1. Can I get the following rights or get them customised if possible.

a. Establish how many tickets each individual owns at a glance
e.g. At a glance I can see that user1 has 5 open tickets, user2
has 3 open tickets, etc
You can’t do it with granting rights, but can do some magic scrips that
close ticket just after open under some condition. It would be hacky a
little. Also you can use Approval subsystem as I think.

b. Can I also be able to get rights to see ALL outgoing correspondence
and comments made on tickets rather than searching through each one.
I.E. I am either cc’d in all correspondence or Bcc’d?
We do it. We set TaskManagers group as AdminCc. AdminCcs are notified
with all correspondence.

c. Statistics for open tickets and stalled: I would like have the total
generated and I can search for say one month back / two weeks etc
RT Statistics package.

Looking at (a), it seems something quite doable, bar for my lack of
programming skills. But I believe the info can be easily presented
on a link on the main Ticket display page. It’s a matter of sql queries
and displaying, yes? Perhaps I should just run the query and send here
the output.

(b) seems something that is easy to do via a Scrip, once I have given/
designated her the proper Global role, yes?
Queue or Global or Ticket roles. Just set required notification scrips.

(c) It is easy to get the stats for open and stalled tickets, but the
searches - I wonder why the hell she needs that. This can be done
using Ticket Search, yes?
Search isn’t flexible for this, but posible.

3

a. Establish how many tickets each individual owns at a glance
e.g. At a glance I can see that user1 has 5 open tickets, user2
has 3 open tickets, etc

Have a look at the Buglist
download.bestpractical.com/pub/rt/contrib/ gone for
an example of a custom report. That list groups by a “milestone”
custom field, but you could just as easily group by owner.

b. Can I also be able to get rights to see ALL outgoing correspondence
and comments made on tickets rather than searching through each one.
I.E. I am either cc’d in all correspondence or Bcc’d?

Set the user or a group global AdminCC rights and add them as an
AdminCC watcher on every queue. Make sure you have global OnCorrespond
and OnComment Notify AdminCCs scrips.

c. Statistics for open tickets and stalled: I would like have the total
generated and I can search for say one month back / two weeks etc

Check out the statistics package at
Request Tracker Wiki.

Michael
Michael S. Liebman m-liebman@northwestern.edu
http://msl521.freeshell.org/
“I have vision and the rest of the world wears bifocals.”
-Paul Newman in “Butch Cassidy & the Sundance Kid”

4

Please keep this on the list so everyone can benefit.On Sat, Aug 07, 2004 at 06:06:23PM +0300, Odhiambo Washington wrote:

Have a look at the Buglist
download.bestpractical.com/pub/rt/contrib/ gone for
an example of a custom report. That list groups by a “milestone”
custom field, but you could just as easily group by owner.

That thing has no README associated with it. I could have easily figure
out what to do with it if I knew something in Perl, but alas!! No clue.
May you kindly explain to me how it can be used/deployed?

Put that file somewhere in your /path/to/rt3/local/html. Most people
put the Buglist in /NoAuth/ if it is their public bug list. If you
want to use it as is, just create a select single custom field named
‘Milestone’ and pass the queue you want to list as the ?q=
get parameter. If you want to customize it, it is time to learn
Perl. :slight_smile:

Michael
Michael S. Liebman m-liebman@northwestern.edu
http://msl521.freeshell.org/
“I have vision and the rest of the world wears bifocals.”
-Paul Newman in “Butch Cassidy & the Sundance Kid”