m talking about rt 3.6.0 Please refer to the mail appended. -----Original Message----- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Tanu Mehrotra Sent: Monday, September 25, 2006 3:21 PM To: Rudowski, Jacek Cc: rt-users@lists.bestpractical.com Subject: RE: [rt-users] CCs not cc'ed on new ticket creation
Hi, I need some urgent help, while deleting some test data from the database I don't know wht but I have deleted something due to which i cannt see configuration link on admin page neither can i see the option to select queues from end user interface. Although system is not giving any error. Please help -Tanu -----Original Message----- From: Rudowski, Jacek [mailto:[EMAIL PROTECTED] Sent: Monday, September 25, 2006 2:50 PM To: Tanu Mehrotra Subject: RE: [rt-users] CCs not cc'ed on new ticket creation Hi, Go as admin user to Configuration menu. There is submenu Queue, where you can choose specific queue and there you have another submenu - Scrips. You can see there your currently used scrips and modify them or create new scrip. It's pretty simple until you create some user defined actions - you can choose from default set of conditions and actions etc. I'm not that strong in scrips - but few time they were very useful. Try to use some Notify actions. In the second case - if I understood you correctly - you probably should use User Rights and Group Rights submenus in menu Queue to define who can do what etc. But of course you have to read some more about all those rights and permissions on wiki documentation - it's the best way. After that I'm preety sure you'll be able to configure RT as you want. Regards Jacek Rudowski -----Original Message----- From: Tanu Mehrotra [mailto:[EMAIL PROTECTED] Sent: 25 September 2006 09:54 To: Rudowski, Jacek Subject: RE: [rt-users] CCs not cc'ed on new ticket creation I think u wish to say i should frame user defined scrip could you please guide me in more detail. also if u can tell me how to make queues specific to set of privilaged user for e.g tickets under one queue should be visible to only those privilaged queue members responsible to resolve those tickets Thnx & Rgds Tanu -----Original Message----- From: Rudowski, Jacek [mailto:[EMAIL PROTECTED] Sent: Monday, September 25, 2006 1:50 PM To: Tanu Mehrotra Subject: RE: [rt-users] CCs not cc'ed on new ticket creation Hi, I think scrips will solve your problem. Try to configure scrip for your queue to take such an action on ticket creation. You can choose there action you want to take at specific condition. Regards Jacek Rudowski -----Original Message----- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Tanu Mehrotra Sent: 25 September 2006 05:53 To: Gary Hall; Mathew Cc: rt-users@lists.bestpractical.com Subject: RE: [rt-users] CCs not cc'ed on new ticket creation I am facing some what similar issue, can you pls help me on this Whenever I create a new ticket a autogenerated mail should go to requestor as well as to the queue members responsible to resolve the issue. Currently mail goes to Requestor but not to the the queue members Do I need to make any custom settings from web interface or something in RT_SiteConfig.pm file. Thanks, Tanu -----Original Message----- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Gary Hall Sent: Sunday, September 24, 2006 10:55 PM To: Mathew Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] CCs not cc'ed on new ticket creation Thanks for the tip, Mathew. I've got the variable set. The addresses are added as CCs on the ticket . Copies of Replys are sent to the addresses. The problem is that the addresses are not sent copies of the information entered into the "Create a new ticket" form when the ticket is created. This might be the intended design. You create a ticket and specify who will receive copies of future updates to it but these people do not receive copies of the original ticket at the time of creation for some obscure reason. However, the comment on the form under the field says "(Sends a carbon-copy of this update to a comma-delimited list of email addresses. These people will receive future updates.)", so apparently the intention is that the CCs are cc'ed with the original ticket at creation time. I'm just trying to find out if others have the same issue and if someone has a fix. Gary Mathew wrote: > Gary Hall wrote: > >> I'm using RT 3.6.1. >> >> When creating new tickets via the "Create ticket in" button on the >> home page (i.e., the https://.../Ticket/Create.html form the ticket >> is created by the addresses in the CC line are not cc'ed with a copy >> of the update. >> >> The only outgoing message is the AutoResponse. >> >> The addresses appear in a CC header in the new ticket history, tho'. >> >> Anyone else experience this? know what may be causing it? >> >> Gary >> >> > > In etc/RT_Siteconfig.pm there is a setting called > ParseNewMessagesForCC or something like that. It might be set to > 'undef' or '0'. Change it to '1'. > > -- Gary Hall [EMAIL PROTECTED] Network Support Group 604-291-5925 Faculty of Applied Sciences 604-291-5404 (fax) Simon Fraser University Burnaby, BC V5A 1S6 _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ________________________________________________________________________ Privileged, confidential and/or copyright information may be contained in this communication. 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