[rt-users] Help with Approvals needed
Dear List,
i need some help or Ideas about Approvals of RT. I have to create a huge
workflow with several approvals needed.
i know already, that i can start several approvals within one template, i also
know, that this templates can have perl code inside, but i'm not sure at the
moment about the best way to create something like this:
Scrip: OnCreate - CreateTickets - Template:Approval
Template should look like this:
if fieldA = xyz {
Approval 1
if fieldB = abc {
Approval 2
} else if fieldC =123 {
Approval 3
}
}
So i need some logic inside this approvals, my question:
Is this doable inside the template part or is it better to put the logic inside
a scrip and fire from the scrip several templates?
Torsten
Kuehne + Nagel (AG Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.),
Dirk Blesius, Reiner Heiken, Bruno Mang, Alfred Manke, Christian Marnetté, Mark
Reinhardt, Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen,
HRA 21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft: Kuehne
Nagel A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat:
Klaus-Michael Kuehne
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Place a Logo on top
Pretty simple instructions on the RT wiki: http://wiki.bestpractical.com/view/ChangeLogo Cheers, Mike From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Fritz, Jürgen Sent: Sunday, April 11, 2010 12:35 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Place a Logo on top Hi! Thank you Torsten - now the new Logo is on the the bottom of the user-interface. Is there a simple way to move this logo to the top of the page? Bye Juergen Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Issue with Modify/SeeQueue
We have been live on 3.8.7 for almost a week now an issue has been discovered regarding the ModifyTicket/SeeQueue association. Prior to 3.8.7 it is thought that the ModifyTicket attribute did not need SeeQueue to modify a ticket but now it wants to always assign a queue if you are not able to see the current queue. UMBC has a Central HelpDesk which can only see a small number of Queues however they are able to ShowTicket and ModifyTicket across the board. This allows them to grab back a ticket that is in a queue that they do not see. Prior to our upgrade my HD Manager states she could goto the Basic function under the Display and modify the ticket custom fields but now when she does this it will update the custom fields as before but now the queue defaults to the first available queue she is allowed to SeeQueue and move the ticket to that queue. In the past she says the Queue was blank just like it is showing in the display screen and when she updated the CF's it did not try to change queues. My question is: Is there a way for someone to update a ticket that they cannot see the queue and not have it want to move the queue as well but rather leave it in the current queue while the ticket is being updated? Thank you, joe Joe Kirby , Assistant Vice President, Business Systems Division of Information Technology (DoIT) Support Response - http://www.umbc.edu/oit Administration 627 Office - 410-455-3020 Email - ki...@umbc.edu Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Priority in a Template
On Thu, Apr 08, 2010 at 06:39:32AM -0700, Jonathan Rummel wrote:
Hi All,
I have a template I use with a scrip that uses a Create Tickets action.
It creates child tickets. I want to pass the Priority of the parent ticket
through to the child ticket, and can't seem to figure it out. I tried the
following:
===Create-Ticket: codereview
Subject: {$Tickets{'TOP'}-Subject}
Depended-On-By: {$Tickets{'TOP'}-Id()}
Owner: user
Requestor: {$Tickets{'TOP'}-Creator}
Priority: {$Tickets{'TOP'}-Priority}
Queue: Queue 1
Content: This is a child ticket automatically created from ticket
#{$Tickets{'TOP'}-Id()}.
ENDOFCONTENT
Everything there works except the Priority line. Anyone know what I'm doing
wrong?
Check out perldoc lib/RT/Action/CreateTickets.pm for a list of what
you can pass.
-kevin
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[rt-users] Explain LoopToRTOwner.
Hi, Could anybody explain what this means. $LoopsToRTOwner http://wiki.bestpractical.com/view/LoopsToRTOwner If $LoopsToRTOwner is defined, RT will send mail that it believes might be a loop to $OwnerEmail I am not able to follow the scenario and its use. Thanks Manohar Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] FCKeditor with RTFM?
On Mon, Apr 12, 2010 at 12:51:37PM -0400, Jeff Blaine wrote: Is it possible to use FCKeditor for editing RTFM stuff? No. -kevin pgpnGWzsT1UV9.pgp Description: PGP signature Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Explain LoopToRTOwner.
If RT detects mail that might cause a mail loop, it sends it to the RT administrator instead... I think. -Mike H Manohar Rayker wrote: Hi, Could anybody explain what this means. $LoopsToRTOwner http://wiki.bestpractical.com/view/LoopsToRTOwner If $LoopsToRTOwner is defined, RT will send mail that it believes might be a loop to $OwnerEmail I am not able to follow the scenario and its use. Thanks Manohar Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Odd display behavior for Custom FIelds
To list, I just noticed that in rt 3.8.7, the Custom Fields displayed will stretch beyond the borders of my window if the window is too small for the display of all my fields. If I drag the edge of the window out to make it larger, it looks OK, but if I drag it back to a smaller size, the drop down CF line stretches out beyond the window borders. I do have a modification in my RT (local) code to make Single Value selections become drop-downs, but that was never a problem in 3.6.4. Any ideas? Kenn LBNL Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Incorrect Custom Field Display
To list, Actually, I mis-spoke in my earlier email. The Custom Fields do NOT display beyond the actual window, just beyond the borders of the displayed ModifyTicket page. I do have a modification in my RT (local) code to make Single Value selections become drop-downs, but that was never a problem in 3.6.4. Any ideas? Kenn LBNL Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Help with Approvals needed
Torsten,
I have never been a fan of using templates to create tickets. To me
the learning curve for CreateTickets is nearly as large as for
learning the RT API but does not have nearly the same amount of
flexibility.
-Todd
On Mon, Apr 12, 2010 at 2:53 AM, Brumm, Torsten / Kuehne + Nagel / Ham
MI-ID torsten.br...@kuehne-nagel.com wrote:
Dear List,
i need some help or Ideas about Approvals of RT. I have to create a huge
workflow with several approvals needed.
i know already, that i can start several approvals within one template, i
also know, that this templates can have perl code inside, but i'm not sure
at the moment about the best way to create something like this:
Scrip: OnCreate - CreateTickets - Template:Approval
Template should look like this:
if fieldA = xyz {
Approval 1
if fieldB = abc {
Approval 2
} else if fieldC =123 {
Approval 3
}
}
So i need some logic inside this approvals, my question:
Is this doable inside the template part or is it better to put the logic
inside a scrip and fire from the scrip several templates?
Torsten
Kühne + Nagel (AG Co.) KG, Geschäftsleitung: Hans-Georg Brinkmann (Vors.),
Dirk Blesius, Reiner Heiken, Bruno Mang, Alfred Manke, Christian Marnetté,
Mark Reinhardt, Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht:
Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persönlich haftende
Gesellschaft: Kühne Nagel A.G., Sitz: Contern/Luxemburg,
Geschäftsführender Verwaltungsrat: Klaus-Michael Kühne
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
