[rt-users] chart and number out of sync

[Thomas Lau]

Dear All, we are suffering some strange issue where the chart and number is out 
of sync, anyone have idea why?

[cid:image001.png@01CCF864.75619810]

Thomas Lau
Technology Analyst
Principle One Limited
27/F Kinwick Centre, 32 Hollywood Road, Central, Hong Kong
T  +852 3555 2217 F  +852 3555   M  +852 9880 1217
Hong Kong   .   Singapore   .   Tokyo

<>
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[rt-users] RT4 make initialize-database fails

[Jonathon Doran]

Sorry if this is a duplicate, but I noticed that I sent this message from
a different email account, so I assume it was hung up in moderation if not
disposed of entirely.

I installed RT3 last week, and was having some problems getting it to work.
I then saw that RT4 was released (Earlier I used the package for FC16),
so I downloaded that (4.0.5) and built it.  This is also running on FC16.
All packages are up to date, including CPAN stuff.

I do OK until I get to the step where we create a new database.  I deleted
the rt3 database and ran "make initialize-database".  This starts out good,
but then runs into a problem as shown below:

I've searched on Google and the mailing list archives, but see no mention
of such a beast.  The rest of the install seems fine, as I was able to
run it against the RT3 database (I did save a copy).  Well OK until I went
to access queues, then httpd goes nuts.  I'm chocking that up to an
incompatibility in the database, I'm sure the schema changed.

So it seems really important that I have a pristine RT4 database, yet the
script is dying.  Below is output with no RT databases existing. Does  
anyone have any

recommendations?

--

Working with:
Type:   mysql
Host:   localhost
Name:   rt4
User:   rt_user
DBA:root
Now creating a mysql database rt4 for RT.
Done.
Now populating database schema.
Done.
Now inserting database ACLs.
Granting access to rt_user@'localhost' on rt4.
Done.
Now inserting RT core system objects.
[Fri Mar  2 00:22:14 2012] [warning]: DBD::mysql::st execute failed:  
Unknown column

'DelegatedFrom' in 'where clause' at
/usr/share/perl5/vendor_perl/DBIx/SearchBuilder/Handle.pm line 587.
(/usr/share/perl5/vendor_perl/DBIx/SearchBuilder/Handle.pm:587)
[Fri Mar  2 00:22:14 2012] [warning]: RT::Handle=HASH(0x354e8f8)  
couldn't execute the
query 'SELECT  * FROM ACL WHERE PrincipalType = ? AND PrincipalId = ?  
AND DelegatedFrom =
? AND RightName = ? AND DelegatedBy = ? AND ObjectType = ? AND  
ObjectId = ?' at

/usr/share/perl5/vendor_perl/DBIx/SearchBuilder/Handle.pm line 600
 
DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x354e8f8)',  
'SELECT  *
FROM ACL WHERE PrincipalType = ? AND PrincipalId = ...', 'Group', 7,  
0, 'OwnTicket', 0,
'RT::System', 1, ...) called at  
/usr/share/perl5/vendor_perl/DBIx/SearchBuilder/Record.pm

line 1206
 
DBIx::SearchBuilder::Record::_LoadFromSQL('RT::ACE=HASH(0x3688320)',  
'SELECT  *
FROM ACL WHERE PrincipalType = ? AND PrincipalId = ...', 'Group', 7,  
0, 'OwnTicket', 0,
'RT::System', 1, ...) called at  
/usr/share/perl5/vendor_perl/DBIx/SearchBuilder/Record.pm

line 1125
DBIx::SearchBuilder::Record::LoadByCols('RT::ACE=HASH(0x3688320)',
'PrincipalType', 'Group', 'DelegatedFrom', 0, 'PrincipalId', 7,  
'DelegatedBy', 0, ...)
called at  
/usr/share/perl5/vendor_perl/DBIx/SearchBuilder/Record/Cachable.pm  
line 120
 
DBIx::SearchBuilder::Record::Cachable::LoadByCols('RT::ACE=HASH(0x3688320)',
'PrincipalId', 7, 'PrincipalType', 'Group', 'RightName', 'OwnTicket',  
'ObjectType',
'RT::System', ...) called at  
/home/jon/dist/rt-4.0.5/sbin/../lib/RT/Record.pm line 375

RT::Record::LoadByCols('RT::ACE=HASH(0x3688320)', 'PrincipalId', 7,
'PrincipalType', 'Group', 'RightName', 'OwnTicket', 'ObjectType',  
'RT::System', ...)

called at /usr/share/perl5/vendor_perl/RT/ACE_Overlay.pm line 287
RT::ACE::Create('RT::ACE=HASH(0x3688320)', 'RightName',  
'OwnTicket', 'Object',
'RT::System=HASH(0x3688dd0)', 'PrincipalType', 'User', 'PrincipalId',  
6, ...) called at

/usr/share/perl5/vendor_perl/RT/Principal_Overlay.pm line 168
RT::Principal::GrantRight('RT::Principal=HASH(0x36afa58)',  
'Right', 'OwnTicket',

'Object', 'RT::System=HASH(0x3688dd0)') called at
/home/jon/dist/rt-4.0.5/sbin/../lib/RT/Handle.pm line 704
RT::Handle::InsertInitialData('RT::Handle=HASH(0x354e8f8)') called at
sbin/rt-setup-database line 262
main::action_coredata('prompt-for-dba-password', 1, 'action',  
'init', 'dba',
'root') called at sbin/rt-setup-database line 198  
(/usr/share/perl5/Carp.pm:65)
[Fri Mar  2 00:22:14 2012] [warning]: DBD::mysql::st execute failed:  
Unknown column

'DelegatedFrom' in 'field list' at
/usr/share/perl5/vendor_perl/DBIx/SearchBuilder/Handle.pm line 587.
(/usr/share/perl5/vendor_perl/DBIx/SearchBuilder/Handle.pm:587)
[Fri Mar  2 00:22:14 2012] [warning]: RT::Handle=HASH(0x354e8f8)  
couldn't execute the
query 'INSERT INTO ACL (PrincipalId, DelegatedFrom, RightName,  
Creator, ObjectId,
LastUpdatedBy, PrincipalType, Created, DelegatedBy, LastUpdated,  
ObjectType) VALUES (?,

?, ?, ?, ?, ?, ?, ?, ?, ?, ?)' at
/usr/share/perl5/vendor_perl/DBIx/SearchBuilder/Handle.pm line 600
 
DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x354e8f8)',  
'INSERT
INTO ACL (PrincipalId, DelegatedFrom, RightName, Creat...', 7, 0,  
'OwnTicket', 1, 1, 1,
'Group', ...) called at  
/usr/share/perl5/vendor_perl/DBIx/SearchBuilder/Handle.

Re: [rt-users] Subject in Template options

[Kenneth Crocker]

Joe,

I could be reading your question wrong (I do that sometimes), but it sounds
like you want to have the option of different data in the subject line for
templates.

Typically, a template is selected for a specific scrip. I haven't done
this, but Kevin or Rsuslan or Thomas could tell you if you could create a
user-defined action code to select a different template based on some type
of ticket information/CF available at transaction time.

If not, you could write different scrips that use the different templates
individually based on that same ticket/CF info.

That's all I've got to offer on that subject.

Kenn

On Thu, Mar 1, 2012 at 1:42 PM, Joe Kirby  wrote:

> UMBC has a need to have the subject of an email option only the ticket id
> and subject of the ticket.
>
> The Subject: seems to be required for templates to work and that seems to
> always place Ticket id & Queue name and our group does not want to see the
> queue
>
> Is this is possible?
>
> Thanks
>
> joe
>
> Joe Kirby ,  Assistant Vice President, Business Systems
> Division of Information Technology (DoIT)
> Support Response -   http://www.umbc.edu/doit
> Administration 627
> Office - 410-455-3020
> Email - ki...@umbc.edu
>
>
> 
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston — March 5 & 6, 2012
>

RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston — March 5 & 6, 2012

[rt-users] Subject in Template options

[Joe Kirby]

UMBC has a need to have the subject of an email option only the ticket id and 
subject of the ticket.

The Subject: seems to be required for templates to work and that seems to 
always place Ticket id & Queue name and our group does not want to see the queue

Is this is possible?

Thanks

joe

Joe Kirby ,  Assistant Vice President, Business Systems
Division of Information Technology (DoIT) 
Support Response -   http://www.umbc.edu/doit 
Administration 627
Office - 410-455-3020 
Email - ki...@umbc.edu


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[rt-users] Attachment Management within a ticket

[Joe Kirby]

Is there a way via RT to actually remove an attachment?

Thanks

Joe

Joe Kirby ,  Assistant Vice President, Business Systems
Division of Information Technology (DoIT) 
Support Response -   http://www.umbc.edu/doit 
Administration 627
Office - 410-455-3020 
Email - ki...@umbc.edu


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[rt-users] AD user logged in, but no ticket is seen

[Zhang,Jun]

Ldap user authentication seems to work using RT-Authen-ExternalAuth. An AD user 
can login and create tickets in a queue, but next time the same user logged in 
he sees no open/closed tickets. Only root user can see all the tickets.

Cannot add user rights to the AD user. Once I put the AD user name in the field 
and check a box, it will say "Invalid username".

I've created a group as root within RT gui, assigned all possible rights for 
it, and added the AD user as a member. Still, this user doesn't see any ticket.

This is the first time I compiled RT 4.0.4 on a RHEL 6.1. Following is the 
RT_SiteConfig.pm file I'm using.

Set( $DatabaseUser, 'rt_user' );
Set( $CorrespondAddress, 'x...@mdanderson.org' );
Set( $rtname, 'xrt.mdanderson.edu' );
Set( $DatabaseRequireSSL, '' );
Set( $WebPort, '80' );
Set( $Organization, 'mdanderson.edu' );
Set( $DatabaseType, 'mysql' );
Set( $DatabasePort, '' );
Set( $DatabasePassword, 'password' );
Set( $DatabaseAdmin, 'root' );
Set( $SendmailPath, '/usr/sbin/sendmail' );
Set( $WebDomain, 'xrt.mdanderson.edu' );
Set( $DatabaseAdminPassword, '' );
Set( $CommentAddress, 'x...@mdanderson.org' );
Set( $DatabaseHost, 'localhost' );
Set( $DatabaseName, 'rt4' );
Set( $OwnerEmail, 'x...@mdanderson.org' );
Set( @Plugins, qw(RT::Authen::ExternalAuth) );

Set($ExternalAuthPriority,  [ 'My_MySQL',
  'My_LDAP'
]
);
Set($ExternalServiceUsesSSLorTLS,0);
Set($AutoCreateNonExternalUsers,0);
Set($ExternalSettings,  {
'My_MySQL'   =>  {
'type'  
=>  'db',
'server'
=>  'dqsrt.mdanderson.edu',
'database'  
=>  'rt4',
'table' 
=>  'Users',
'user'  
=>  'rt_user',
'pass'  
=>  'password',
'port'  
=>  '3306',
'dbi_driver'
=>  'mysql',
'u_field'   
=>  'Name',
'p_field'   
=>  'Password',
'p_enc_pkg' 
=>  'Crypt::MySQL',
'p_enc_sub' 
=>  'password',
'd_field'   
=>  'disabled',
'd_values'  
=>  ['0'],
'attr_map'  
=>  {   'Name' => 'Name',   
 }
  },
'My_LDAP'   =>  {
'type'  
=>  'ldap',
'server'
=>  'dcpwpdc1.mdanderson.edu',
'user'  
=>  's_dqs_svn',
'pass'  
  =>  'Juoo9k88',
'base'  
=>  'ou=people,dc=mdanderson,dc=edu',
'd_filter'  =>  
'(userAccountControl:1.2.840.113556.1.4.803:=2)',
'tls'   
=>  0,
'ssl_version'   
   => 3,
'net_ldap_args' 
=> [version =>  3   ],
'attr_map'  
=>  {   'Name' => 'samaccountname',

'EmailAddress' => 'mail',

'Organization' => 'physicaldeliveryofficename',

'RealName' => 'gecos',

'ExternalAuthId' => 'sAMAccountName',

'Gecos' => 'gecos',
  

Re: [rt-users] re configure rt

[Thomas Sibley]

On 03/01/2012 11:45 AM, Christian Loos wrote:
> autoconf --version
> autoconf (GNU Autoconf) 2.61

For the record, I have: autoconf (GNU Autoconf) 2.68

I can't reproduce the problem with autoconf 2.59 (and 2.61 isn't easily
available on my distro).

> The config.site files doesn't exist.

Beats me then.  My basic understanding is config.site files are a way to
keep your defaults around for certain projects.  I don't know more than
that, and I try to limit my knowledge of autoconf black magic to as
little as possible.  ;)

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Re: [rt-users] re configure rt

[Christian Loos]

autoconf --version
autoconf (GNU Autoconf) 2.61

The config.site files doesn't exist.

-Chris

Am 01.03.2012 16:22, schrieb Thomas Sibley:

On 03/01/2012 08:11 AM, Christian Loos wrote:

This doesn't work for me.
/opt/rt4/etc/RT_Config.pm shows only this:

# RT was configured with:
#
#   $ ./configure /opt/rt4/share/config.site /opt/rt4/etc/config.site


Any Ideas?


Also: do those files exist?  If so, what are their contents?  Someone
may have created them or they may be autocreated.  It is not something
RT tells autoconf to do explicitly.

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Re: [rt-users] transaction by misstake shredderd

[k...@rice.edu]

On Thu, Mar 01, 2012 at 07:28:24AM -0800, john s. wrote:
> 
> 
> @ktm 
> 
> Thanks 
> 
> Now i have  imported the sql file into the database... so now i would like
> to know what the transaction 103 is  so how i can search for it ...
> 
> 
> best regards 
> 
> john s. 

>From the previous SQL file:

`Transactions`(`created`,`creator`,`data`,`field`,`id`,`newreference`,`newvalue`,`objectid`,`objecttype`,`oldreference`,`oldvalue`,`referencetype`,`timetaken`,`type`)
VALUES('2011-04-07 
15:39:46','30',NULL,NULL,'103',NULL,NULL,'8','RT::Ticket',NULL,NULL,NULL,'0','Create');

It is a Create transaction, by the user with the id = 30. You can check who that
is in the Configuration->Users screen. The id is at the far left of the screen.

Cheers,
Ken

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Re: [rt-users] transaction by misstake shredderd

[john s.]

@ktm 

Thanks 

Now i have  imported the sql file into the database... so now i would like
to know what the transaction 103 is  so how i can search for it ...


best regards 

john s. 
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Re: [rt-users] How to remove a watcher from a ticket ?

[Thomas Sibley]

On 03/01/2012 09:46 AM, Arthur Rance wrote:
> How to remove a watcher from a ticket ?

The People page for the ticket.

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Re: [rt-users] transaction by misstake shredderd

[Thomas Sibley]

On 03/01/2012 09:49 AM, john s. wrote:
> i think it's this sql file: 
> 
> INSERT INTO
> `Transactions`(`created`,`creator`,`data`,`field`,`id`,`newreference`,`newvalue`,`objectid`,`objecttype`,`oldreference`,`oldvalue`,`referencetype`,`timetaken`,`type`)
> VALUES('2011-04-07
> 15:39:46','30',NULL,NULL,'103',NULL,NULL,'8','RT::Ticket',NULL,NULL,NULL,'0','Create');

mysql -u USER -p -h HOST rt4 < /path/to/file.sql

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Re: [rt-users] re configure rt

[Thomas Sibley]

On 03/01/2012 08:11 AM, Christian Loos wrote:
> This doesn't work for me.
> /opt/rt4/etc/RT_Config.pm shows only this:
> 
> # RT was configured with:
> #
> #   $ ./configure /opt/rt4/share/config.site /opt/rt4/etc/config.site
> 
> 
> Any Ideas?

Also: do those files exist?  If so, what are their contents?  Someone
may have created them or they may be autocreated.  It is not something
RT tells autoconf to do explicitly.

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* Boston  March 5 & 6, 2012

Re: [rt-users] re configure rt

[Thomas Sibley]

On 03/01/2012 08:11 AM, Christian Loos wrote:
> This doesn't work for me.
> /opt/rt4/etc/RT_Config.pm shows only this:
> 
> # RT was configured with:
> #
> #   $ ./configure /opt/rt4/share/config.site /opt/rt4/etc/config.site
> 
> 
> Any Ideas?

autoconf --version?

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* Boston  March 5 & 6, 2012

Re: [rt-users] transaction by misstake shredderd

[k...@rice.edu]

On Thu, Mar 01, 2012 at 06:49:55AM -0800, john s. wrote:
> 
> How can find out in the sql file  if it's an ticket or an transaction.
> 
> i think it's this sql file: 
> 
> INSERT INTO
> `Transactions`(`created`,`creator`,`data`,`field`,`id`,`newreference`,`newvalue`,`objectid`,`objecttype`,`oldreference`,`oldvalue`,`referencetype`,`timetaken`,`type`)
> VALUES('2011-04-07
> 15:39:46','30',NULL,NULL,'103',NULL,NULL,'8','RT::Ticket',NULL,NULL,NULL,'0','Create');
> 
> 
> and if it's the case  which content or info  does this transaction
> contains.. my knowledge about databases  is very basic 
> 
> 
> best regards 
> 
> john s. 
> 

That is the file. It is for the Transactions table and the value of the id = 
103.
You can put the transaction back by running the SQL file from the interpretor. 
I'm
guessing that you are using MySQL (not in ANSI mode) due to the completely non-
standard quoting. Someone with more MySQL experience can give you some more
assistance. Good luck.

Cheers,
Ken

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Re: [rt-users] transaction by misstake shredderd

[john s.]

How can find out in the sql file  if it's an ticket or an transaction.

i think it's this sql file: 

INSERT INTO
`Transactions`(`created`,`creator`,`data`,`field`,`id`,`newreference`,`newvalue`,`objectid`,`objecttype`,`oldreference`,`oldvalue`,`referencetype`,`timetaken`,`type`)
VALUES('2011-04-07
15:39:46','30',NULL,NULL,'103',NULL,NULL,'8','RT::Ticket',NULL,NULL,NULL,'0','Create');


and if it's the case  which content or info  does this transaction
contains.. my knowledge about databases  is very basic 


best regards 

john s. 




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[rt-users] How to remove a watcher from a ticket ?

[Arthur Rance]

Hello,

How to remove a watcher from a ticket ?


  

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Re: [rt-users] transaction by misstake shredderd

[k...@rice.edu]

On Thu, Mar 01, 2012 at 06:12:00AM -0800, john s. wrote:
> 
> Rt: 3.8.9 
> 
> I mad a mistake.
> 
> My intention was to delete a ticket with ticket number 103.
> 
> But unfourtunatly i have deleted the transaction number 103.
> 
> 
> Is it possible to  recover the transaction or at least to find out when the
> transaction was created that i have a chance to  guess which attributes the
> transaction was beloning to. 
> 
> best regards 
> 
> john s. 

Did your shred make a backup? Usually it is called somthing.sql. Then you
can re-import it or check it to see what transaction 103 was.

Cheers,
Ken

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[rt-users] transaction by misstake shredderd

[john s.]

Rt: 3.8.9 

I mad a mistake.

My intention was to delete a ticket with ticket number 103.

But unfourtunatly i have deleted the transaction number 103.


Is it possible to  recover the transaction or at least to find out when the
transaction was created that i have a chance to  guess which attributes the
transaction was beloning to. 

best regards 

john s. 
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Re: [rt-users] Reporting requirement - number of a call assignments

[k...@rice.edu]

On Thu, Mar 01, 2012 at 10:17:35AM +, Jim McIntyre wrote:
> Is there a way of reporting on the number of times a ticket has been 
> reassigned to another analyst or to another RT queue. I am interested in 
> reporting on the tickets that have a high number of reassignments.  We use RT 
> 3.8.2.
> 
> Regards
> Jim McIntyre
> MPC

Easy way: Create a custom field and track the count of reassignments with a 
scrip.
Then a simple CF lookup will give you the information.

Harder way: Write a program using the API to check the tickets for 
reassignments.
This is slower and more I/O intensive.

Maybe someone else will have a better idea.

Cheers,
Ken

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Re: [rt-users] re configure rt

[john s.]

Hm ok

but i still don't know on which  configure changes a "make install" is still
needed  and when if its not 


best regards 

john s. 



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Re: [rt-users] ****PossibleSPAM**** RES: RES: Hide comments from unprivileged users

[Giuseppe Sollazzo]

-BEGIN PGP SIGNED MESSAGE-
Hash: SHA1

On 01/03/12 13:41, Diaulas Castro wrote:
>
> Look also on ?Send comments? I think you don?t want this enabled
> for unprivileged users.

Hi Diaulas,
yes - that was fine already.

Many thanks for your help,
G

>
>
>
> Att.
>
> Diaulas Castro
>
> Consultor Linux / Microsoft
>
> InterSolution Informática
>
> Tel.: (55 11) 3443-1472
>
> www.intersolution.inf.br
>
> Oracle Certified Partner
>
>
>
> *De:*Giuseppe Sollazzo [mailto:gsoll...@sgul.ac.uk] *Enviada em:*
> quinta-feira, 1 de março de 2012 10:38 *Para:* Diaulas Castro *Cc:*
> rt-users@lists.bestpractical.com *Assunto:* Re: RES: [rt-users]
> Hide comments from unprivileged users
>
>
>
>
> Thanks, Diaulas, that's correct! I don't know how that happened to
> be checked, actually! :)
>
> Best regards, Giuseppe
>
> On 29/02/12 17:08, Diaulas Castro wrote:
>> Look at Queue rights (groups
>
> and users ) On left panel look at
>
>> Unprivileged menu.
>
>
>
>
>
>> They shouldn't have "Rights for Staff" -> " View ticket
>
> private
>
>> commentary" checked.
>
>
>
>
>
>
>
>> Att. Diaulas Castro Consultor Linux / Microsoft
>
> InterSolution
>
>> Informática Tel.: (55 11) 3443-1472
>
> www.intersolution.inf.br  Oracle
>
>> Certified Partner
>
>
>
>
>
>> -Mensagem original- De:
>
>> rt-users-boun...@lists.bestpractical.com
> 
>
>> [mailto:rt-users-boun...@lists.bestpractical.com] Em nome
>
> de
>
>> Giuseppe Sollazzo Enviada em: quarta-feira, 29 de fevereiro
>
> de 2012
>
>> 13:34 Para: rt-users@lists.bestpractical.com
>  Assunto:
>
> [rt-users]
>
>> Hide comments from unprivileged users
>
>
>
>
>
>> Hi, we're trying letting users access RT. It seems that
>
>> unprivileged users see Comments, although they are not
>
> notified via
>
>> e-mail. What's the relevant privilege I need to check?
>
>
>
>> Thanks, Giuseppe
>
>
>
>  RT Training Sessions
> (http://bestpractical.com/services/training.html) * Boston March 5
> & 6, 2012
>
>
>
>

- -- 


Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George's, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsoll...@sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583

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* Boston — March 5 & 6, 2012

[rt-users] RES: RES: Hide comments from unprivileged users

[Diaulas Castro]

Look also on "Send comments" I think you don't want this enabled for 
unprivileged users.

Att.
Diaulas Castro
Consultor Linux / Microsoft
InterSolution Informática
Tel.: (55 11) 3443-1472
www.intersolution.inf.br
Oracle Certified Partner

De: Giuseppe Sollazzo [mailto:gsoll...@sgul.ac.uk]
Enviada em: quinta-feira, 1 de março de 2012 10:38
Para: Diaulas Castro
Cc: rt-users@lists.bestpractical.com
Assunto: Re: RES: [rt-users] Hide comments from unprivileged users


-BEGIN PGP SIGNED MESSAGE-
Hash: SHA1

Thanks, Diaulas, that's correct!
I don't know how that happened to be checked, actually! :)

Best regards,
Giuseppe

On 29/02/12 17:08, Diaulas Castro wrote:
> Look at Queue rights (groups
  and users ) On left panel look at

  > Unprivileged menu.

  >

  >

  > They shouldn't have "Rights for Staff" -> " View ticket
  private

  > commentary" checked.

  >

  >

  >

  > Att. Diaulas Castro Consultor Linux / Microsoft
  InterSolution

  > Informática Tel.: (55 11) 3443-1472
  www.intersolution.inf.br Oracle

  > Certified Partner

  >

  >

  > -Mensagem original- De:

  > 
rt-users-boun...@lists.bestpractical.com

  > [mailto:rt-users-boun...@lists.bestpractical.com] Em nome
  de

  > Giuseppe Sollazzo Enviada em: quarta-feira, 29 de fevereiro
  de 2012

  > 13:34 Para: 
rt-users@lists.bestpractical.com 
Assunto:
  [rt-users]

  > Hide comments from unprivileged users

  >

  >

  > Hi, we're trying letting users access RT. It seems that

  > unprivileged users see Comments, although they are not
  notified via

  > e-mail. What's the relevant privilege I need to check?

  >

  > Thanks, Giuseppe

  >

- 
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston  March 5 & 6, 2012




- --


Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George's, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsoll...@sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583

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RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston — March 5 & 6, 2012

Re: [rt-users] RES: Hide comments from unprivileged users

[Giuseppe Sollazzo]

-BEGIN PGP SIGNED MESSAGE-
Hash: SHA1

Thanks, Diaulas, that's correct!
I don't know how that happened to be checked, actually! :)

Best regards,
Giuseppe

On 29/02/12 17:08, Diaulas Castro wrote:
> Look at Queue rights (groups and users ) On left panel look at
> Unprivileged menu.
>
>
> They shouldn't have "Rights for Staff" -> " View ticket private
> commentary" checked.
>
>
>
> Att. Diaulas Castro Consultor Linux / Microsoft InterSolution
> Informática Tel.: (55 11) 3443-1472 www.intersolution.inf.br Oracle
> Certified Partner
>
>
> -Mensagem original- De:
> rt-users-boun...@lists.bestpractical.com
> [mailto:rt-users-boun...@lists.bestpractical.com] Em nome de
> Giuseppe Sollazzo Enviada em: quarta-feira, 29 de fevereiro de 2012
> 13:34 Para: rt-users@lists.bestpractical.com Assunto: [rt-users]
> Hide comments from unprivileged users
>
>
> Hi, we're trying letting users access RT. It seems that
> unprivileged users see Comments, although they are not notified via
> e-mail. What's the relevant privilege I need to check?
>
> Thanks, Giuseppe
>

- 
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston  March 5 & 6, 2012




- -- 


Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George's, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsoll...@sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583

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Re: [rt-users] re configure rt

[Christian Loos]

This doesn't work for me.
/opt/rt4/etc/RT_Config.pm shows only this:

# RT was configured with:
#
#   $ ./configure /opt/rt4/share/config.site /opt/rt4/etc/config.site


Any Ideas?

-Chris

Am 28.02.2012 16:05, schrieb Thomas Sibley:

On 02/28/2012 03:23 AM, john s. wrote:

How can i reconfigure an existing Rt instance  without a new install


Find your previous configure incant at the top of
/opt/rt4/etc/RT_Config.pm and rerun ./configure from the RT tarball with
those options.

Note that for simply changing web handlers, you only need to do `make
fixdeps` after re-configuring, not `make install`.

Thomas

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[rt-users] RT and CRM functions/integration

[Dan Shearer]

What do service companies based around RT do when they formalise their
sales processes? I've only ever seen CRM done completely independently,
but now I'm wondering if there's a better way. RT is the opposite of a
CRM (the scale of the numbers and the direction of the communication are
inverses) but often an IT service company wants to keep sales close to
fulfillment, and fulfillment always happens through RT.

At one level, RT can do very transactional, short-cycle sales just like
any question-response cycle. At the other extreme, RT can't possibly map
onto a contacts-driven sales system. But I'm wondering if there might be
some ground in the middle, where the true CRM stuff is handled elsewhere
but RT is aware of the workflow.

So, who does CRM integration with RT?  :-)

Regards,

--
Dan Shearer
d...@shearer.org

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[rt-users] Reporting requirement - number of a call assignments

[Jim McIntyre]

Is there a way of reporting on the number of times a ticket has been reassigned 
to another analyst or to another RT queue. I am interested in reporting on the 
tickets that have a high number of reassignments.  We use RT 3.8.2.

Regards
Jim McIntyre
MPC

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