[rt-users] Adjust life cycle while it's in use
Hi, I want to remove a state from a certain lifecycle. Consequently I'll also have to change some transitions, change one default state and remove one action from that same lifecycle. (All this by changing the respective entry in RT_SiteConfig.pm.) This lifecycle is in use however. There are no tickets in the state that I want to remove. Is it possible (and safe) to just change the lifecycle and restart the webserver? If not, what is the appropriate way? Rinke -- RT Training November 4 5 Los Angeles http://bestpractical.com/training
[rt-users] CC answering ticket issue
Hi all, We're having trouble with our RT version 4.2.8. When a ticket is created by someone with another person as Cc, and if the person in Cc try to answer the email generated by the RT system, the message isn't integrated in the ticket. As well as the message doesn't create a new ticket. If the requester is answering the same email, the ticket is updated. Do you have any idea why this is happening? Is anybody able to help? Thanks in advance. Kind regards, Cédric Pagès Ingénieur systèmes réseaux 291 rue Albert Caquot- PETRA B - 06560 Sophia Antipolis -FRANCE cpa...@datacorp.frmailto:cpa...@datacorp.frmailto:cpa...@datacorp.fr%3cmailto:cpa...@datacorp.fr www.datacorp.frhttp://www.datacorp.fr/http://www.datacorp.fr%3chttp:/www.datacorp.fr/ Tel : 0825 595 005 - Fax : 04 22 13 01 23 [cid:image001.png@01CEF839.D153FDD0] -- RT Training November 4 5 Los Angeles http://bestpractical.com/training
Re: [rt-users] CC answering ticket issue
Hi Cédric, Just a guess, but try going to Admin Queues Select, select your queue, then click the Group Rights menu option. Click Cc from the menu on the left (under Roles), then check Reply to tickets under the General Rights tab. Click the Save Changes button. This same permission should be enabled by default for the Everyone group under the SYSTEM section on the left, so it's possible this is not the cause. Thanks, Ryan On Fri, Oct 10, 2014 at 6:31 AM, Cedric Pages cpa...@datacorp.fr wrote: Hi all, We're having trouble with our RT version 4.2.8. When a ticket is created by someone with another person as Cc, and if the person in Cc try to answer the email generated by the RT system, the message isn't integrated in the ticket. As well as the message doesn't create a new ticket. If the requester is answering the same email, the ticket is updated. Do you have any idea why this is happening? Is anybody able to help? Thanks in advance. Kind regards, Cédric Pagès Ingénieur systèmes réseaux 291 rue Albert Caquot- PETRA B - 06560 Sophia Antipolis -FRANCE cpa...@datacorp.frmailto:cpa...@datacorp.fr www.datacorp.frhttp://www.datacorp.fr/ http://www.datacorp.fr%3chttp:/www.datacorp.fr/ Tel : 0825 595 005 - Fax : 04 22 13 01 23 [cid:image001.png@01CEF839.D153FDD0] -- RT Training November 4 5 Los Angeles http://bestpractical.com/training -- RT Training November 4 5 Los Angeles http://bestpractical.com/training
Re: [rt-users] CC answering ticket issue
Thanks Ryan for your answer. Unfortunately no change. As the requester, if I answer one of my ticket (by email), it will update the ticket. If the Cc try to do the same thing, the ticket isn’t updated and a nez ticket isn’t generated either. Hope this is enough clear. Thanks again for your help. If you had any other idea… Kind regards, Cédric Pagès Ingénieur systèmes réseaux 291 rue Albert Caquot- PETRA B - 06560 Sophia Antipolis -FRANCE cpa...@datacorp.frmailto:cpa...@datacorp.fr www.datacorp.frhttp://www.datacorp.fr/ Tel : 0825 595 005 - Fax : 04 22 13 01 23 [cid:image001.png@01CEF839.D153FDD0] De : Ryan Whalen [mailto:rwha...@advanceweb.com] Envoyé : vendredi 10 octobre 2014 14:02 À : Cedric Pages Cc : rt-users@lists.bestpractical.com Objet : Re: [rt-users] CC answering ticket issue Hi Cédric, Just a guess, but try going to Admin Queues Select, select your queue, then click the Group Rights menu option. Click Cc from the menu on the left (under Roles), then check Reply to tickets under the General Rights tab. Click the Save Changes button. This same permission should be enabled by default for the Everyone group under the SYSTEM section on the left, so it's possible this is not the cause. Thanks, Ryan On Fri, Oct 10, 2014 at 6:31 AM, Cedric Pages cpa...@datacorp.frmailto:cpa...@datacorp.fr wrote: Hi all, We're having trouble with our RT version 4.2.8. When a ticket is created by someone with another person as Cc, and if the person in Cc try to answer the email generated by the RT system, the message isn't integrated in the ticket. As well as the message doesn't create a new ticket. If the requester is answering the same email, the ticket is updated. Do you have any idea why this is happening? Is anybody able to help? Thanks in advance. Kind regards, Cédric Pagès Ingénieur systèmes réseaux 291 rue Albert Caquot- PETRA B - 06560 Sophia Antipolis -FRANCE cpa...@datacorp.frmailto:cpa...@datacorp.frmailto:cpa...@datacorp.fr%3cmailto:cpa...@datacorp.fr www.datacorp.frhttp://www.datacorp.fr/http://www.datacorp.fr%3chttp:/www.datacorp.fr/ Tel : 0825 595 005 - Fax : 04 22 13 01 23 [cid:image001.png@01CEF839.D153FDD0] -- RT Training November 4 5 Los Angeles http://bestpractical.com/training -- RT Training November 4 5 Los Angeles http://bestpractical.com/training
Re: [rt-users] Importing Active Directory users through Cron
I made this script, it isn't 100% accurate but it's good enough for my
purposes, $bigEpochTime-bstr returns the information i need. How do i call
this so the RT config can read its value?
#!/usr/bin/perl
use strict;
use warnings;
use Math::BigInt;
use constant BIGEPOCH = '1164447360';
my $passwordPeriod=90*24*60*60;
my $bigEpochTime = Math::BigInt-new(time() - $passwordPeriod);
#multiply by 1000 to get 100 nanosecond intervals since epoch
$bigEpochTime-bmul('1000');
$bigEpochTime-badd(BIGEPOCH);
print ($bigEpochTime-bstr);
--
View this message in context:
http://requesttracker.8502.n7.nabble.com/Importing-Active-Directory-users-through-Cron-tp58790p58795.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.
--
RT Training November 4 5 Los Angeles
http://bestpractical.com/training
Re: [rt-users] Auto Resolve Aged Tickets - Custom Email Template
Does anyone know how to auto resolve tickets after so many days, and email out a custom template? -- View this message in context: http://requesttracker.8502.n7.nabble.com/Auto-Resolve-Aged-Tickets-Custom-Email-Template-tp58601p58796.html Sent from the Request Tracker - User mailing list archive at Nabble.com. -- RT Training November 4 5 Los Angeles http://bestpractical.com/training
Re: [rt-users] Adjust life cycle while it's in use
On Fri, Oct 10, 2014 at 10:50:40AM +0200, Rinke Colen wrote: This lifecycle is in use however. There are no tickets in the state that I want to remove. Is it possible (and safe) to just change the lifecycle and restart the webserver? Since no tickets are in the state you want to remove, you're fine. -kevin pgpU3xWsRVgrD.pgp Description: PGP signature -- RT Training November 4 5 Los Angeles http://bestpractical.com/training
Re: [rt-users] CC answering ticket issue
Is there a way to check the MTA logs to make sure the email is getting to RT? On Fri, Oct 10, 2014 at 9:24 AM, Cedric Pages cpa...@datacorp.fr wrote: Thanks Ryan for your answer. Unfortunately no change. As the requester, if I answer one of my ticket (by email), it will update the ticket. If the Cc try to do the same thing, the ticket isn’t updated and a nez ticket isn’t generated either. Hope this is enough clear. Thanks again for your help. If you had any other idea… Kind regards, *Cédric Pagès* Ingénieur systèmes réseaux 291 rue Albert Caquot- PETRA B - 06560 Sophia Antipolis -FRANCE *cpa...@datacorp.fr cpa...@datacorp.fr* *www.datacorp.fr http://www.datacorp.fr/* Tel *: 0825 595 005* - Fax *: 04 22 13 01 23* [image: cid:image001.png@01CEF839.D153FDD0] *De :* Ryan Whalen [mailto:rwha...@advanceweb.com] *Envoyé :* vendredi 10 octobre 2014 14:02 *À :* Cedric Pages *Cc :* rt-users@lists.bestpractical.com *Objet :* Re: [rt-users] CC answering ticket issue Hi Cédric, Just a guess, but try going to Admin Queues Select, select your queue, then click the Group Rights menu option. Click Cc from the menu on the left (under Roles), then check Reply to tickets under the General Rights tab. Click the Save Changes button. This same permission should be enabled by default for the Everyone group under the SYSTEM section on the left, so it's possible this is not the cause. Thanks, Ryan On Fri, Oct 10, 2014 at 6:31 AM, Cedric Pages cpa...@datacorp.fr wrote: Hi all, We're having trouble with our RT version 4.2.8. When a ticket is created by someone with another person as Cc, and if the person in Cc try to answer the email generated by the RT system, the message isn't integrated in the ticket. As well as the message doesn't create a new ticket. If the requester is answering the same email, the ticket is updated. Do you have any idea why this is happening? Is anybody able to help? Thanks in advance. Kind regards, Cédric Pagès Ingénieur systèmes réseaux 291 rue Albert Caquot- PETRA B - 06560 Sophia Antipolis -FRANCE cpa...@datacorp.frmailto:cpa...@datacorp.fr www.datacorp.frhttp://www.datacorp.fr/ http://www.datacorp.fr%3chttp:/www.datacorp.fr/ Tel : 0825 595 005 - Fax : 04 22 13 01 23 [cid:image001.png@01CEF839.D153FDD0] -- RT Training November 4 5 Los Angeles http://bestpractical.com/training -- RT Training November 4 5 Los Angeles http://bestpractical.com/training
[rt-users] Handful of users showing up in owner dropdown but have no access
I'm misunderstanding something with this I'm sure... I look at the list of owners for a queue, and there are 5 users that show up in that list(that shouldn't be there), but when I go to their account, they aren't part of any groups, and they don't have any rights assigned to them specifically that I can see(at the user level, or at any queue level). It seems that I can deselect Let this user access RT (Let this user be granted rights (Privileged) on them all are deselected already) and they drop from the list, but these users need to submit tickets still. They simply have moved in the organization to requestors only, not having access to RT for anything else. What am I missing? RT 3.8.10. Thanks in advance! Mike. -- Mike Johnson Datatel Programmer/Analyst Northern Ontario School of Medicine 955 Oliver Road Thunder Bay, ON P7B 5E1 Phone: (807) 766-7331 Email: mike.john...@nosm.ca -- RT Training November 4 5 Los Angeles http://bestpractical.com/training
[rt-users] RT::Extenstion::Timeline
Hi folks, Does anyone have any info regarding MIT/smile's timeline extension (http://search.cpan.org/~htchapman/RTx-Timeline-0.03/lib/RT/Extension/Timeline.pm) ? It was a great feature for 3.x but seems to be not current with 4.x Woody -- RT Training November 4 5 Los Angeles http://bestpractical.com/training
