Re: [rt-users] SelfService and custom status
I don't believe that it's possible for a user to be simultaneously unprivileged and have rights granted to them, so I would suspect that your goal is possibly unsupported in its current form. Have you considered setting these users up as privileged instead, with minimal rights? On Sat, 28 Feb 2015 at 01:31 elif...@free.fr wrote: Hello, On our RT 4.2.6, I created a lifecycle support with specifics status, which is working fine. The requestor is unprivileged, but is granted the right ModifyTicket (globally), and ShowTicket, Watch and ReplyToTicket on the queue. The queue has the support lifecycle. On SelfService interface, the requestor sees his ticket, can display it, can reply, and can modify the status : but the status are not the ones of the lifecycle support, but the one of the default lifecycle ! I made a test as a requestor and changed to status stalled which does not exist in the lifecyle support. Now, as a superuser I cannot change the status at all, there's only stalled an stalled (unchanged) listed ! I've been searching for quite a long time, but now I can't figure out what is going wrong. The second point is that I intended to add a ResolveRight to the lifecycle support to allow unprivileged requestors to resolve their tickets via the SelfService interface. I'm wondering now if it's possible. Thanks for your help again, Elisabeth
Re: [rt-users] Notify when ticket transferred into queue
I'm guessing that your scrip is set to run in Transaction Create mode. By changing your scrip to run in Transaction Batch mode, the queue change will have already completed. This should cause AdminCcs to refer to the correct people when the scrip then runs. On Thu, 19 Feb 2015 at 05:23 Bryn Kanar kan...@ucsc.edu wrote: Hello -- I'm trying to figure out how to notify members of a queue when a ticket is transferred into their queue. I've tried using On Queue Change Notify AdminCcs but that sends notification to the AdminCcs of the queue the ticket is being transfered FROM. I need to notify AminCcs of the queue the ticket is being transferred INTO. Any suggestions appreciated. Thank you. Bryn Kanar University of California, Santa Cruz
Re: [rt-users] add a queue, missing something
When you say you created a group of users to go with the queue, does that mean you created a user-defined group (Admin Groups)? If so, all you need to do is associate that group with the queue in the appropriate role. Admin Queues (the new queue) Watchers Find the relevant user group by typing its name into the box, search, then choose the group's most appropriate role in the dropdown that appears. On Wed, 4 Feb 2015 at 09:31 George Kelbley kelb...@cs.unm.edu wrote: I need to a queue to my existing rt system. I created the queue, and a group of users to go with it. However ticket email is not being sent to anyone but the requestor. Obviously missing something which is hopefully simple.
Re: [rt-users] RT customize SendEmail.pm
For posterity, RT v4.2.10 introduces the ability to add groups as
requestors. If I understand this thread correctly (a group of people
belonging to another queue are requesting work in this queue), RT v4.2.10
should allow the desired behaviour without code modifications.
On Fri, 20 Feb 2015 at 21:10 Sternberger, Sven sven.sternber...@desy.de
wrote:
Hello!
just for the records.
To disable the check for outgoing emails if they
contain Adresses RT thinks they will create a loop
you have to create
/opt/rt4/lib/RT/Action/SendEmail_Local.pm
and disable there the check.
To be able to enter a RT adress without error messages in the
WebUI you have to create
/opt/rt4/local/html/Ticket/Update.html
/opt/rt4/local/html/Ticket/Create.html
/opt/rt4/local/html/m/ticket/create
/opt/rt4/local/html/m/ticket/reply
and disable there the check.
I also found the check here:
/opt/rt4/lib/RT/Record/Role/Roles.pm
no idea when this wil be used.
result:
* In incomming emails, the queue email adress is removed.
* I can create a ticket in the WebUI set the requestor/cc/admincc to a
RT mail address.
* My procmail recipes prevents RT loops but send the mail to the queue
staff
regards!
Sven
- Ursprüngliche Mail -
Von: Sternberger, Sven sven.sternber...@desy.de
An: rt-users@lists.bestpractical.com
Gesendet: Mittwoch, 28. Januar 2015 10:40:32
Betreff: RT customize SendEmail.pm
Hello!
I want to modify the SendEmail.pm module, to disable the
check for RTAdresses, so we want to send emails
even if RT thinks they are RT email adresses.
I would copy the file SendEmail.pm to SendEmail_Local.pm and remove
these lines
$self-RecipientFilter(
Callback = sub {
return unless RT::EmailParser-IsRTAddress( $_[0] );
return $_[0] appears to point to this RT instance. Skipping;
},
All = 1,
);
would this work?
regards!
Sven
Sven Sternberger
System Engineer
Tel.: 040/8998-4397
DESY IT
Re: [rt-users] Set Owner on Queue Change
I'm pretty sure that if a ticket owned by someone is moved to another queue where that user doesn't have ownership rights, RT automatically adjusts ownership to nobody. Since those people retain ownership in your setup, it sounds like your ownership rights are too permissive. On Tue, 3 Feb 2015 at 23:43 globo michael.obr...@globoforce.com wrote: Hi, I have 4 queues with staff being able to assign tickets between the queues. Sometimes when they get passed to a different queue people forgot to assign the ticket to someone who works on that queue. This messy when you run stats on that queue Does anyone have a script that requires users to set the owner of the ticket to someone who manages that queue ( group ) or set it to nobody ? -- View this message in context: http://requesttracker.8502.n7. nabble.com/Set-Owner-on-Queue-Change-tp59513.html Sent from the Request Tracker - User mailing list archive at Nabble.com.
Re: [rt-users] Group Users not receiving mails
As a super user (or a user with the ShowOutgoingEmail right), look at the emails being generated by RT and confirm that they have the expected To, Cc and Bcc headers. If not, this is possibly a group configuration issue. Consider enabling debug logging to determine whether mail is being successfully relayed. Further details about your outgoing mail configuration might also assist. On Sat, 28 Feb 2015 at 01:15 Sachin Murudkar sachin.murud...@primefocusworld.com wrote: Hi Team I have installed RT 4.2.9 in which my group users are not able to receive mails when generated tickets. Need to know if there is any settings or if I am going wrong anywhere. *Sachin Murudkar* *IT Manager* *T:* +91 22 4209 5000 *M: *8879645324 Mainframe IT Park, Building H, Royal Palms, Mumbai 400065, India. primefocusworld.com http://www.primefocusworld.com
Re: [rt-users] Change organization and rtname
I don't believe that the $Organization value is displayed anywhere in RT's interface. The value affecting the top-right corner is $rtname. This can be changed without breaking all existing ticket links. Making a localised modification to the page template element responsible for that top-right corner is another alternative. Different subject tags per queue are managed within RT's admin interface (Admin Queues), not RT_SiteConfig.pm. These take plain text, not regexes, as they specify what should be going out. The only remaining concern is what should happen if someone sends mail to RT with old subject tags. Given an email with a subject containing [XXX #1234], RT will only associate that email with ticket #1234 if it knows that XXX belongs to that particular RT instance. If not, RT will ignore the ticket number and generate a new ticket instead. That's where $EmailSubjectTagRegex comes in. If you're not worried about old emails being replied to and generating new tickets, no further action is required. Otherwise, construct a regex that matches all old and new possibilities for XXX above, assign it to $EmailSubjectTagRegex in RT_SiteConfig.pm and then restart RT. On Wed, 25 Feb 2015 at 23:39 Fredrik Rambris fredrik.ramb...@cdon.com wrote: Our RT instance has grown out of just IT department and I want to rebrand it. I cannot find a lot of info about how this works in the documentation Where is $Organization used other than in the top right corner? Why will my existing tickets break if I change it? If I want to have different subject tags in queues, what should be in config? Must I use regexes or does it just speed up things? -- Fredrik Rambris fredrik.ramb...@cdon.com CDON IT Google Talk: fredrik.ramb...@cdon.com Telefon: 0700-807 626 PGP: 01C1 B593 3394 3739 168F 37BB BD20 7D3A 54AB 5A3A [CDON.COM] http://www.cdon.com
Re: [rt-users] ticket rejected still bold in list
Could you please clarify this question? I believe that the formatting of tickets in search result lists is governed by the search display format for all tickets in the list, and can't be changed based on individual ticket attributes. On Thu, 19 Feb 2015 at 20:07 Luca Ferrari fluca1...@infinito.it wrote: Hi all, this could sound trivial, but if I reject tickets they remain still bolded in the list (e.g., dashboard list). I would like to have bolded only new tickets (not yet commented/opened), is this possible or am I missing something in the workflow? Thanks, Luca
Re: [rt-users] _Safely_ adding watchers from Cc
I'm struggling to unambiguously understand your description of the issue. Could you please rephrase in terms of what you expect to happen in a specific circumstance vs. what actually happens (e.g. when you create a ticket via email with CCs, when you respond to an existing ticket with the same/new CCs)? You mention a mail loop, which suggests that RT might not have been properly informed of all of its own incoming addresses ($RTAddressRegexp). A complete $RTAddressRegexp setting should prevent mail loops when $ParseNewMessageForTicketCcs is set. On Tue, 17 Feb 2015 at 00:46 Edheldil rt...@eowyn.cz wrote: Hi all, I need to add Cc's from incoming emails as watchers to the created tickets. I have already tried the ParseNewMessageForTicketCcs http://requesttracker.wikia.com/wiki/ParseNewMessageForTicketCcs config option, but the result was an epic mail loop when somebody happened to send a Christmas greeting to some thousand of Cc: emails. Is there a safer way to achieve that? Something like 'do not send any emails when creating tickets, just when somebody comments'. There are many queues in our RT, so I do not exactly want to redo shared scrips for all queues, but so far that's is the only option I can think of. Any ideas? Ed.
Re: [rt-users] Set priority - On queue change
Simply create a scrip in RT's admin interface for the relevant queue/queues, with a condition of On Queue Change and an action of User Defined. Leave Custom Condition blank. Place this in Custom Action Preparation Code: 1; and place this in Custom Action Commit Code: $Ticket-SetPriority(5); where 5 is your desired priority. On Thu, 12 Feb 2015 at 22:40 globo michael.obr...@globoforce.com wrote: Hi Kenneth, Thanks for the suggestion. Would you have a script that would be able to do this that I could test ? -- View this message in context: http://requesttracker.8502.n7. nabble.com/Set-priority-On-queue-change-tp59579p59583.html Sent from the Request Tracker - User mailing list archive at Nabble.com.
Re: [rt-users] Multiple Validation for Customfield
On my RT installation, the Digits validation requires at least one character and therefore functions as Mandatory does. Is this not the case for your installation? I believe that the Validation value is just a standard regex, and any regex can be entered. On Wed, 18 Feb 2015 at 19:14 vinz vinzenz.sinap...@tracetronic.de wrote: Hi, I want to have a Customfields with the Digits-Validation and I also want it to be mandatory. Is there a way to combine multiple Validations? Thanks for your help, vinz -- View this message in context: http://requesttracker.8502.n7. nabble.com/Multiple-Validation-for-Customfield-tp59604.html Sent from the Request Tracker - User mailing list archive at Nabble.com.
Re: [rt-users] Add Values from a textarea to another
Content is the only supported multi-line field in Create-Ticket templates.
To deal with mutli-line custom fields, I suspect that you need to modify
each line of the field to have the name of the custom field at the
beginning. This might work:
Request Type: { $Tickets{'TOP'}-FirstCustomFieldValue('Request Type');}
Request Area: { $Tickets{'TOP'}-FirstCustomFieldValue('Request Area');}
Request Action: { $Tickets{'TOP'}-FirstCustomFieldValue('Request Action');}
{ map { Request Content: $_\n } split(/\r|\n|\r\n/,
$Tickets{'TOP'}-FirstCustomFieldValue('Request Content')) }
Note that all leading and trailing whitespace will be trimmed from every
line, which might be unacceptable. This is an uncontrollable aspect of the
Create-Ticket action.
On Tue, 10 Feb 2015 at 02:46 jnjo j...@prevas.se wrote:
Hi
I have problem with a template that creates a child ticket, right now it
looks like this
===Create-Ticket: New Equipment Network
Subject: { $Tickets{'TOP'}-Subject( ) } -
{$Tickets{'TOP'}-FirstCustomFieldValue('ICM Object Type');} :
#[{$Tickets{'TOP'}-Id( )}]
Queue: ICM Network
RefersTo: { $Tickets{'TOP'}-Id( ) }
DependedOnBy: { $Tickets{'TOP'}-Id( ) }
Request Type: { $Tickets{'TOP'}-FirstCustomFieldValue('Request Type');}
Request Area: { $Tickets{'TOP'}-FirstCustomFieldValue('Request Area');}
Request Action: { $Tickets{'TOP'}-FirstCustomFieldValue('Request
Action');}
Request Content: { $Tickets{'TOP'}-FirstCustomFieldValue('Request
Content');}
Content: New equipment requested.
The problem is on my custom field Request Content.
Request Content is a textarea that have text like this
Type: 48V
Object ID: rect-4520
Position: 00*425*04/12
...
But when the child ticket is created only the first row added to the
textarea in this case Type: 48V
all the other text is removed
Is there someone who kowns what i´m doing wrong?
Best regards
John
--
View this message in context: http://requesttracker.8502.n7.
nabble.com/Add-Values-from-a-textarea-to-another-tp59564.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.
Re: [rt-users] delete or move a correspondence
rt-shredder can be used to delete individual transactions from a ticket, such as correspondence: https://www.bestpractical.com/docs/rt/4.2/RT/Shredder.html A more hacky method is discussed here: http://www.gossamer-threads.com/lists/rt/users/79279#79279 I'm not aware of any supported way to move correspondence (short of merging two tickets). On Fri, 20 Feb 2015 at 06:46 Edsall, William (WJ) wjeds...@dow.com wrote: Is it possible to delete or move a ticket correspondence? William
[rt-users] SelfService and custom status
Hello, On our RT 4.2.6, I created a lifecycle support with specifics status, which is working fine. The requestor is unprivileged, but is granted the right ModifyTicket (globally), and ShowTicket, Watch and ReplyToTicket on the queue. The queue has the support lifecycle. On SelfService interface, the requestor sees his ticket, can display it, can reply, and can modify the status : but the status are not the ones of the lifecycle support, but the one of the default lifecycle ! I made a test as a requestor and changed to status stalled which does not exist in the lifecyle support. Now, as a superuser I cannot change the status at all, there's only stalled an stalled (unchanged) listed ! I've been searching for quite a long time, but now I can't figure out what is going wrong. The second point is that I intended to add a ResolveRight to the lifecycle support to allow unprivileged requestors to resolve their tickets via the SelfService interface. I'm wondering now if it's possible. Thanks for your help again, Elisabeth
[rt-users] Group Users not receiving mails
Hi Team I have installed RT 4.2.9 in which my group users are not able to receive mails when generated tickets. Need to know if there is any settings or if I am going wrong anywhere. *Sachin Murudkar* *IT Manager* *T:* +91 22 4209 5000 *M: *8879645324 Mainframe IT Park, Building H, Royal Palms, Mumbai 400065, India. primefocusworld.com http://www.primefocusworld.com
Re: [rt-users] Warning messages after upgrade to rt 4.2.10
On 27/02/2015 09:21, Arkady Glazov wrote: Hi, Today i upgrade my RT 4.2.9 to 4.2.10 successfully. But now i have in appache rt logs next warning messages: [10373] [Fri Feb 27 09:00:02 2015] [info]: Using internal Perl HTML - text conversion (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1818) from rt-email-dashbords, rt-fulltext-indexer scripts. How i can suprress it? Put: Set($LogToSTDERR, warn); In your site config. -- Best regards, Arkady Glazov http://globster.ru -- Regards, Giles Coochey, CCNP, CCNA, CCNAS NetSecSpec Ltd +44 (0) 8444 780677 +44 (0) 7584 634135 http://www.coochey.net http://www.netsecspec.co.uk gi...@coochey.net smime.p7s Description: S/MIME Cryptographic Signature
