Using rt as a change control system

RT Users
1

I have RT performing as my change request and inventory management system.
Is there a “hack” that will allow rt to act as a change control system
as well? What I need is a way to introduce a change, and then have
multiple folks sign off on it, before the change is allowed to occur. I
would like to be able to associate assets and tickets with the change.

2

I have RT performing as my change request and inventory management system.
Is there a “hack” that will allow rt to act as a change control system
as well? What I need is a way to introduce a change, and then have
multiple folks sign off on it, before the change is allowed to occur. I
would like to be able to associate assets and tickets with the change.

What you describe sounds like the Approval feature of RT.

Russell Mosemann, Ph.D. * Computing Services * Concordia University, Nebraska
“If you miss breakfast, lunch becomes the most important meal of the day.”

  • Lon Jungemann
3

I am in the primitive stages of setting up RT as a change control system as
well. If anyone has any past experience to bring to the table, I would
greatly appreciate it.

Regards,

Susan

1st Level Support Engineer
Frontline Systems Australia
Unit 25/1 Talavera Road,
Macquarie Park 2113
02 9886 2011
0400 661 445
Helpdesk Hotline: 1300 786 435From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Russell
Mosemann
Sent: Wednesday, 23 March 2005 10:31 AM
To: Bryan Liles
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] using rt as a change control system

I have RT performing as my change request and inventory management system.
Is there a “hack” that will allow rt to act as a change control system
as well? What I need is a way to introduce a change, and then have
multiple folks sign off on it, before the change is allowed to occur. I
would like to be able to associate assets and tickets with the change.

What you describe sounds like the Approval feature of RT.

4

I have RT performing as my change request and inventory management system.
Is there a “hack” that will allow rt to act as a change control system
as well? What I need is a way to introduce a change, and then have
multiple folks sign off on it, before the change is allowed to occur. I
would like to be able to associate assets and tickets with the change.

I’m sort of noodling off in this direction myself. RT is only one
component of an operations management system, the equipment inventory
and OAM&P end of things is something RT doesn’t do all that well.

Yet.

Cheers,
– jra
Jay R. Ashworth jra@baylink.com
Designer Baylink RFC 2100
Ashworth & Associates The Things I Think '87 e24
St Petersburg FL USA http://baylink.pitas.com +1 727 647 1274

  If you can read this... thank a system adminstrator.  Or two.  --me
5

I guess I wasn’t searching using the right terms in Google. I found this
page in the wiki:
Request Tracker Wiki. I will try it
out as soon as I get a chance.> On Tue, 22 Mar 2005, Bryan Liles wrote:

I have RT performing as my change request and inventory management
system.
Is there a “hack” that will allow rt to act as a change control system
as well? What I need is a way to introduce a change, and then have
multiple folks sign off on it, before the change is allowed to occur.
I
would like to be able to associate assets and tickets with the change.

What you describe sounds like the Approval feature of RT.

6

This seems like kind of a dumb question, but I’ve been thinking about it
for a long time and I’m coming up empty. Any help is appreciated.

There are various times when I want to notify a specific e-mail address
when something happens. However, I don’t want them to be an CC or AdminCC.
I want to send a single e-mail with a scrip.

I’d like to write a user defined action that simply sends e-mail to a
given address, using the scrip-specified template. Something like:

my $To = 'rickr@rice.edu'

send_template_mail($To);

That’s all. I’ve looked at RT::Action::Notify and RT::Action::SendMail,
but I am far from a state of PERL Zen Mastery, and I can’t make heads or
tails of them. Can anybody help me with some sample code?

Rick Russell
For computer help, call xHELP (x4357 or 713-348-4357)
OpenPGP/GnuPG Public Key at ldap://certificate.rice.edu
761D 1C20 6428 580F BD98 F5E5 5C8C 56CA C7CB B669
Helpdesk Supervisor, Client Services
IT/Academic & Research Computing
Rice University
Voice: 713.348.5267 Fax: 713.348.6099

7

This seems like kind of a dumb question, but I’ve been thinking about it
for a long time and I’m coming up empty. Any help is appreciated.

There are various times when I want to notify a specific e-mail address
when something happens. However, I don’t want them to be an CC or AdminCC.
I want to send a single e-mail with a scrip.

I’d like to write a user defined action that simply sends e-mail to a
given address, using the scrip-specified template. Something like:

my $To = ‘rickr@rice.edu’

send_template_mail($To);

That’s all. I’ve looked at RT::Action::Notify and RT::Action::SendMail,
but I am far from a state of PERL Zen Mastery, and I can’t make heads or
tails of them. Can anybody help me with some sample code?

Create a Scrip with action ‘Notify Other Recipients’. THen
create a template such as:

—start template—

This is your message
— end template —

8

I would like to be able to associate assets and tickets with the change.

I’m waiting for AssetTracker to reach 1.0. It is being designed to hook
into RT. I don’t have a URL, but it’s been announced in the last month or
so on this list.

Russell Mosemann, Ph.D. * Computing Services * Concordia University, Nebraska
“Going to church is not fire insurance for judgement day.” - J.D. Weinhold

9

I would like to be able to associate assets and tickets with the change.

I’m waiting for AssetTracker to reach 1.0. It is being designed to hook
into RT. I don’t have a URL, but it’s been announced in the last month or
so on this list.

“Oooooh”.

:slight_smile:

Cheers,
– jra
Jay R. Ashworth jra@baylink.com
Designer Baylink RFC 2100
Ashworth & Associates The Things I Think '87 e24
St Petersburg FL USA http://baylink.pitas.com +1 727 647 1274

  If you can read this... thank a system adminstrator.  Or two.  --me
10

I would like to be able to associate assets and tickets with the change.

I’m waiting for AssetTracker to reach 1.0. It is being designed to hook
into RT. I don’t have a URL, but it’s been announced in the last month or
so on this list.

Thanks for the plug. The horribly slow and semi-informative wiki
is at http://atwiki.chaka.net/. I recommend joining the mailing
lists althought the archives are not available yet.

The good news is that AssetTracker is going into production at our
company at the end of the month. I will be preparing a 1.0
pre-release soon, and then 1.0 shortly after.

-Todd

11

Hi.

Regrettably, the instructions below did not work. I created a scrip:On Any Transaction Notify Other Recipients Then used a very simple template that started with To: rickrussell@gmail.com No e-mail was generated on the transaction (FYI, rickrussell@gmail.com is not the creator/actor, so no problem there). I also tried a template with RT-Send-To: rickrussell@gmail.com and RT-CC-To: rickrussell@gmail.com But no luck. Does anyone know how to solve this problem, or how can I notify an arbitrary e-mail address with a scrip? Thanks, Rick R. Todd Chapman wrote:

Create a Scrip with action ‘Notify Other Recipients’. THen
create a template such as:

—start template—
To: rickr@rice.edu

This is your message
— end template —

!DSPAM:4241a296267892986921860!

Rick Russell
For computer help, call xHELP (x4357 or 713-348-4357)
OpenPGP/GnuPG Public Key at ldap://certificate.rice.edu
761D 1C20 6428 580F BD98 F5E5 5C8C 56CA C7CB B669
Helpdesk Supervisor, Client Services
IT/Academic & Research Computing
Rice University
Voice: 713.348.5267 Fax: 713.348.6099

12

Please allow me to retract my pathetic whine. The mail was broken because
my scrip was “Disabled”!

Enabled, it works fine. Thanks!

Rick R.

Rick Russell
For computer help, call xHELP (x4357 or 713-348-4357)
OpenPGP/GnuPG Public Key at ldap://certificate.rice.edu
761D 1C20 6428 580F BD98 F5E5 5C8C 56CA C7CB B669
Helpdesk Supervisor, Client Services
IT/Academic & Research Computing
Rice University
Voice: 713.348.5267 Fax: 713.348.6099