Re: [rt-users] Add work time from API

[Stephen Switzer]

Can't say that I have. It looks pretty good, thank you. 

2 things I'd like to know before I install it: 

* Can I type notes with each entry?
* Can I make entries via an API?

Thank you! 

---
Best regards, 

STEPHEN H. SWITZER 
VOICE: 585.298.9420 [ x7001 ] 
CELL: 585.202.8312 
FAX: 585.625.0020 
EMAIL: st...@sbsroc.com 
_Technical Consultant & System Engineer_ 
- VMware VSP 
- Microsoft MCP, Desktop/Server 

SWITZER BUSINESS SOLUTIONS, LLC 

WEB: www.SwitzerBusiness.Solutions [1]
FB: www.facebook.com/sbsolutions [2] 
- VMware VIP Partner 
- HP Authorized Business Development Partner 
- Xorcom Certified Dealer 

On 2016-09-15 1:43 pm, Shawn M Moore wrote:

> Hi Steve, 
> 
>> On Sep 15, 2016, at 12:36, st...@sbsroc.com wrote: 
>> 
>> Hi!
>> I have separate time keeping software that I developed and allows me to 
>> enter time on my phone and sync directly to my database, report on it and 
>> export to accounting to generate invoices. The only missing link is with 
>> RT's tickets.
>> 
>> When I export and bill time at the end of the week, I'd also like to export 
>> my comments to the RT ticket that's related to the time record. I figured 
>> out how to create the comment record, but since I'm doing this days after 
>> the event occurred, the ever is for the date that I export. I'd like to back 
>> date my entries into RT to be the same date and time as my time record. Is 
>> there a way to do this with the API, or should I just insert into postgresql 
>> directly? Anyone else doing anything similar, or have a better idea?
> 
> Have you seen our relatively new RT::Extension::TimeTracking extension? 
> https://metacpan.org/pod/RT::Extension::TimeTracking 
> 
> Among other things, this extension lets you backdate time worked (which is 
> guarded using permissions on the "Worked Date" custom field that the 
> extension provides). 
> 
>> Thanks!
>> Steve
> 
> Thanks, 
> Shawn
 

Links:
--
[1] http://www.switzerbusinesssolutions.com/
[2] http://www.facebook.com/sbsolutions-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Boston - October 24-26
* Los Angeles - Q1 2017

Re: [rt-users] Add work time from API

[Shawn M Moore]

Hi Steve,

> On Sep 15, 2016, at 12:36, st...@sbsroc.com wrote:
> Hi!
>I have separate time keeping software that I developed and allows me to 
> enter time on my phone and sync directly to my database, report on it and 
> export to accounting to generate invoices. The only missing link is with RT's 
> tickets.
> 
>When I export and bill time at the end of the week, I'd also like to 
> export my comments to the RT ticket that's related to the time record. I 
> figured out how to create the comment record, but since I'm doing this days 
> after the event occurred, the ever is for the date that I export. I'd like to 
> back date my entries into RT to be the same date and time as my time record. 
> Is there a way to do this with the API, or should I just insert into 
> postgresql directly? Anyone else doing anything similar, or have a better 
> idea?

Have you seen our relatively new RT::Extension::TimeTracking extension? 
https://metacpan.org/pod/RT::Extension::TimeTracking 


Among other things, this extension lets you backdate time worked (which is 
guarded using permissions on the "Worked Date" custom field that the extension 
provides).

> Thanks!
> Steve

Thanks,
Shawn


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* Boston - October 24-26
* Los Angeles - Q1 2017

[rt-users] Add work time from API

[steve]

Hi!
   I have separate time keeping software that I developed and allows me to 
enter time on my phone and sync directly to my database, report on it and 
export to accounting to generate invoices. The only missing link is with RT's 
tickets.

   When I export and bill time at the end of the week, I'd also like to export 
my comments to the RT ticket that's related to the time record. I figured out 
how to create the comment record, but since I'm doing this days after the event 
occurred, the ever is for the date that I export. I'd like to back date my 
entries into RT to be the same date and time as my time record. Is there a way 
to do this with the API, or should I just insert into postgresql directly? 
Anyone else doing anything similar, or have a better idea?

Thanks!
Steve
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Boston - October 24-26
* Los Angeles - Q1 2017

[rt-users] unexpected behaviour with RT->System->SubjectTag

[Woody - Wild Thing Safaris]

Hello,

Not a question, but an observation.

I have noticed that in Email.pm the RT->System->SubjectTag returns all 
subject tags of all queues, even if they are disabled. I would have 
expected it to only show enabled queues by default.


The line $queues->Limit( FIELD => 'SubjectTag', OPERATOR => 'IS NOT', 
VALUE => 'NULL' );

does not seem to prevent an empty tag being returned. I had to put

next unless $tag;

in Email.pm in the foreach loop to prevent this

w.


--

---

Richard Wood (Woody)
Managing Director
Wild Thing Safaris Ltd.

UK: 2B Habbo St, Greenwich, London
Dar es Salaam: 5 Ethan St, Mbezi beach
Arusha: 3 Ebeneezer Rd, Njiro
PO BOX 34514 DSM
Office: +255 (0) 222 617 166
Office Mobile: +255 (0) 773 503 502
Direct: +255 742 373 327
Skype: woody1tz
http://wildthingsafaris.com

-
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https://bestpractical.com/training
* Boston - October 24-26
* Los Angeles - Q1 2017

Re: [rt-users] Changing logo, and viewing *all* tickets?

[Matt Zagrabelny]

On Thu, Sep 15, 2016 at 11:32 AM, Shawn M Moore  wrote:
> Hey Matt, Alex, et al,
>
>> On Sep 15, 2016, at 12:22, Matt Zagrabelny  wrote:
>> I suppose there could be one additional meta status: __Initial__
>>
>> BP, if you are reading, what do you think?
>
> If we were to add __Initial__, then __Active__ would have to change to not 
> include the initial statuses, otherwise it'd be very confusing that the names 
> don't line up.

I think __Initial__ could just be single status subset of __Active__.
No need to exclude it from __Active__. I love having opinions of
theoretical rabbit trails!

>> I don't have a use-case for it, though, but perhaps there exists a need. 
>> Anyhow, this is a theoretical point and mostly a rabbit trail.
>
> Indeed. Probably not worth it.

Agreed! :)

-m
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Boston - October 24-26
* Los Angeles - Q1 2017

Re: [rt-users] Changing logo, and viewing *all* tickets?

[Shawn M Moore]

Hey Matt, Alex, et al,

> On Sep 15, 2016, at 12:22, Matt Zagrabelny  wrote:
> I suppose there could be one additional meta status: __Initial__
> 
> BP, if you are reading, what do you think?

If we were to add __Initial__, then __Active__ would have to change to not 
include the initial statuses, otherwise it'd be very confusing that the names 
don't line up.

> I don't have a use-case for it, though, but perhaps there exists a need. 
> Anyhow, this is a theoretical point and mostly a rabbit trail.

Indeed. Probably not worth it.

> Cheers!
> 
> -m

Best,
Shawn


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Re: [rt-users] Changing logo, and viewing *all* tickets?

[Matt Zagrabelny]

There is only one other meta status: __Inactive__

When configuring lifecycles - which are digraphs of statuses, the statuses
are partitioned into either active or inactive.

https://docs.bestpractical.com/rt/4.4.1/customizing/lifecycles.html

I suppose there could be one additional meta status: __Initial__

BP, if you are reading, what do you think?

I don't have a use-case for it, though, but perhaps there exists a need.
Anyhow, this is a theoretical point and mostly a rabbit trail.

Cheers!

-m


On Thu, Sep 15, 2016 at 10:22 AM, Alex Hall  wrote:

> Okay, that makes sense. I'm assuming other "meta" statuses exist as well.
> Knowing this, and that you can search for these and save those searches,
> will indeed make ticket viewing much easier for our admins.
>
> On Thu, Sep 15, 2016 at 10:57 AM, Matt Zagrabelny 
> wrote:
>
>> __Active__ is a meta status that includes all active statuses of a
>> lifecycle - it would include statuses: open, new, and any other active
>> statuses for the default lifecycle.
>>
>> 'open' would work for open, 'new' would work for new, '__Active__' covers
>> all bases, for all lifecycles. It is probably what you want - even if you
>> don't know you want it. :)
>>
>> -m
>>
>> On Thu, Sep 15, 2016 at 9:37 AM, Alex Hall  wrote:
>>
>>> Thanks guys. We've updated the logo, and I passed along the information
>>> about saving searches. You said active tickets are __Active__, but open are
>>> simply 'open'? What do the underscores indicate, or should it be __open__?
>>> Do caps matter?
>>>
>>> Finally, how do we completely delete tickets if necessary? I have seen a
>>> few suggestions, but most from the 3.x versions of RT. What's the
>>> recommended way, and is the shredder necessary for this?
>>>
>>> On Thu, Sep 15, 2016 at 9:55 AM, Sinapius, Vinzenz <
>>> vinzenz.sinap...@tracetronic.de> wrote:
>>>
 Hi Alex,



 1.   Take a look at http://your-rt.org/Admin/Tools/Theme.html

 2.   I think you have to build him a dashboard with a custom
 search which shows all open tickets for all queues. Take a look at
 /Search/Build.html?NewQuery=1 and /Dashboards/Modify.html?Create=1



 Cheers,

 Vinzenz



 Vinzenz Sinapius
 Information Technology | Informationstechnik

 *trace**tronic* GmbH
 Stuttgarter Str. 3
 01189 DRESDEN
 GERMANY

 Phone: +49 351 205768-167
 Fax: +49 351 205768-999
 E-mail: vinzenz.sinap...@tracetronic.de

 Head Office | Hauptsitz: Stuttgarter Str. 3, 01189 DRESDEN, GERMANY
 Managing Directors | Geschäftsführer: Dr.-Ing. Rocco Deutschmann,
 Dr.-Ing. Peter Strähle
 Registration Court | Registergericht: Amtsgericht Dresden, HRB 23 086



 *Von:* rt-users [mailto:rt-users-boun...@lists.bestpractical.com] *Im
 Auftrag von *Alex Hall
 *Gesendet:* Donnerstag, 15. September 2016 14:36
 *An:* rt-users@lists.bestpractical.com
 *Betreff:* [rt-users] Changing logo, and viewing *all* tickets?



 Hello all,

 A couple questions from my boss that I don't know how to answer: can I
 change the logo and link that appears at the top of all RT pages? He wants
 it to be our logo and the link to go to our homepage.



 The other question is about viewing tickets. As the head of the
 company, he wants, quite understandably, to have a way of viewing all open
 tickets regardless of queue. I've given the admins group all the
 permissions I could find, and added him to that, so he should have whatever
 rights are needed to do this. Yet, neither of us can find a way to bring up
 such a view. Tickets in which he is involved, sure, but not *every* active
 ticket in RT. Is there an easy way, or will have I have to make a special
 group that is admin CC on all tickets? I'd rather not, since that would
 give him a ton of unwanted emails.



 Thanks for any information on either one. Of the two, viewing all
 tickets is much more important.


 Sent from my iPhone

>>>
>>>
>>>
>>> --
>>> Alex Hall
>>> Automatic Distributors, IT department
>>> ah...@autodist.com
>>>
>>> -
>>> RT 4.4 and RTIR training sessions, and a new workshop day!
>>> https://bestpractical.com/training
>>> * Boston - October 24-26
>>> * Los Angeles - Q1 2017
>>>
>>
>>
>
>
> --
> Alex Hall
> Automatic Distributors, IT department
> ah...@autodist.com
>
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Boston - October 24-26
* Los Angeles - Q1 2017

Re: [rt-users] Changing logo, and viewing *all* tickets?

[Alex Hall]

Okay, that makes sense. I'm assuming other "meta" statuses exist as well.
Knowing this, and that you can search for these and save those searches,
will indeed make ticket viewing much easier for our admins.

On Thu, Sep 15, 2016 at 10:57 AM, Matt Zagrabelny 
wrote:

> __Active__ is a meta status that includes all active statuses of a
> lifecycle - it would include statuses: open, new, and any other active
> statuses for the default lifecycle.
>
> 'open' would work for open, 'new' would work for new, '__Active__' covers
> all bases, for all lifecycles. It is probably what you want - even if you
> don't know you want it. :)
>
> -m
>
> On Thu, Sep 15, 2016 at 9:37 AM, Alex Hall  wrote:
>
>> Thanks guys. We've updated the logo, and I passed along the information
>> about saving searches. You said active tickets are __Active__, but open are
>> simply 'open'? What do the underscores indicate, or should it be __open__?
>> Do caps matter?
>>
>> Finally, how do we completely delete tickets if necessary? I have seen a
>> few suggestions, but most from the 3.x versions of RT. What's the
>> recommended way, and is the shredder necessary for this?
>>
>> On Thu, Sep 15, 2016 at 9:55 AM, Sinapius, Vinzenz <
>> vinzenz.sinap...@tracetronic.de> wrote:
>>
>>> Hi Alex,
>>>
>>>
>>>
>>> 1.   Take a look at http://your-rt.org/Admin/Tools/Theme.html
>>>
>>> 2.   I think you have to build him a dashboard with a custom search
>>> which shows all open tickets for all queues. Take a look at
>>> /Search/Build.html?NewQuery=1 and /Dashboards/Modify.html?Create=1
>>>
>>>
>>>
>>> Cheers,
>>>
>>> Vinzenz
>>>
>>>
>>>
>>> Vinzenz Sinapius
>>> Information Technology | Informationstechnik
>>>
>>> *trace**tronic* GmbH
>>> Stuttgarter Str. 3
>>> 01189 DRESDEN
>>> GERMANY
>>>
>>> Phone: +49 351 205768-167
>>> Fax: +49 351 205768-999
>>> E-mail: vinzenz.sinap...@tracetronic.de
>>>
>>> Head Office | Hauptsitz: Stuttgarter Str. 3, 01189 DRESDEN, GERMANY
>>> Managing Directors | Geschäftsführer: Dr.-Ing. Rocco Deutschmann,
>>> Dr.-Ing. Peter Strähle
>>> Registration Court | Registergericht: Amtsgericht Dresden, HRB 23 086
>>>
>>>
>>>
>>> *Von:* rt-users [mailto:rt-users-boun...@lists.bestpractical.com] *Im
>>> Auftrag von *Alex Hall
>>> *Gesendet:* Donnerstag, 15. September 2016 14:36
>>> *An:* rt-users@lists.bestpractical.com
>>> *Betreff:* [rt-users] Changing logo, and viewing *all* tickets?
>>>
>>>
>>>
>>> Hello all,
>>>
>>> A couple questions from my boss that I don't know how to answer: can I
>>> change the logo and link that appears at the top of all RT pages? He wants
>>> it to be our logo and the link to go to our homepage.
>>>
>>>
>>>
>>> The other question is about viewing tickets. As the head of the company,
>>> he wants, quite understandably, to have a way of viewing all open tickets
>>> regardless of queue. I've given the admins group all the permissions I
>>> could find, and added him to that, so he should have whatever rights are
>>> needed to do this. Yet, neither of us can find a way to bring up such a
>>> view. Tickets in which he is involved, sure, but not *every* active ticket
>>> in RT. Is there an easy way, or will have I have to make a special group
>>> that is admin CC on all tickets? I'd rather not, since that would give him
>>> a ton of unwanted emails.
>>>
>>>
>>>
>>> Thanks for any information on either one. Of the two, viewing all
>>> tickets is much more important.
>>>
>>>
>>> Sent from my iPhone
>>>
>>
>>
>>
>> --
>> Alex Hall
>> Automatic Distributors, IT department
>> ah...@autodist.com
>>
>> -
>> RT 4.4 and RTIR training sessions, and a new workshop day!
>> https://bestpractical.com/training
>> * Boston - October 24-26
>> * Los Angeles - Q1 2017
>>
>
>


-- 
Alex Hall
Automatic Distributors, IT department
ah...@autodist.com
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Boston - October 24-26
* Los Angeles - Q1 2017

Re: [rt-users] Changing logo, and viewing *all* tickets?

[Matt Zagrabelny]

__Active__ is a meta status that includes all active statuses of a
lifecycle - it would include statuses: open, new, and any other active
statuses for the default lifecycle.

'open' would work for open, 'new' would work for new, '__Active__' covers
all bases, for all lifecycles. It is probably what you want - even if you
don't know you want it. :)

-m

On Thu, Sep 15, 2016 at 9:37 AM, Alex Hall  wrote:

> Thanks guys. We've updated the logo, and I passed along the information
> about saving searches. You said active tickets are __Active__, but open are
> simply 'open'? What do the underscores indicate, or should it be __open__?
> Do caps matter?
>
> Finally, how do we completely delete tickets if necessary? I have seen a
> few suggestions, but most from the 3.x versions of RT. What's the
> recommended way, and is the shredder necessary for this?
>
> On Thu, Sep 15, 2016 at 9:55 AM, Sinapius, Vinzenz <
> vinzenz.sinap...@tracetronic.de> wrote:
>
>> Hi Alex,
>>
>>
>>
>> 1.   Take a look at http://your-rt.org/Admin/Tools/Theme.html
>>
>> 2.   I think you have to build him a dashboard with a custom search
>> which shows all open tickets for all queues. Take a look at
>> /Search/Build.html?NewQuery=1 and /Dashboards/Modify.html?Create=1
>>
>>
>>
>> Cheers,
>>
>> Vinzenz
>>
>>
>>
>> Vinzenz Sinapius
>> Information Technology | Informationstechnik
>>
>> *trace**tronic* GmbH
>> Stuttgarter Str. 3
>> 01189 DRESDEN
>> GERMANY
>>
>> Phone: +49 351 205768-167
>> Fax: +49 351 205768-999
>> E-mail: vinzenz.sinap...@tracetronic.de
>>
>> Head Office | Hauptsitz: Stuttgarter Str. 3, 01189 DRESDEN, GERMANY
>> Managing Directors | Geschäftsführer: Dr.-Ing. Rocco Deutschmann,
>> Dr.-Ing. Peter Strähle
>> Registration Court | Registergericht: Amtsgericht Dresden, HRB 23 086
>>
>>
>>
>> *Von:* rt-users [mailto:rt-users-boun...@lists.bestpractical.com] *Im
>> Auftrag von *Alex Hall
>> *Gesendet:* Donnerstag, 15. September 2016 14:36
>> *An:* rt-users@lists.bestpractical.com
>> *Betreff:* [rt-users] Changing logo, and viewing *all* tickets?
>>
>>
>>
>> Hello all,
>>
>> A couple questions from my boss that I don't know how to answer: can I
>> change the logo and link that appears at the top of all RT pages? He wants
>> it to be our logo and the link to go to our homepage.
>>
>>
>>
>> The other question is about viewing tickets. As the head of the company,
>> he wants, quite understandably, to have a way of viewing all open tickets
>> regardless of queue. I've given the admins group all the permissions I
>> could find, and added him to that, so he should have whatever rights are
>> needed to do this. Yet, neither of us can find a way to bring up such a
>> view. Tickets in which he is involved, sure, but not *every* active ticket
>> in RT. Is there an easy way, or will have I have to make a special group
>> that is admin CC on all tickets? I'd rather not, since that would give him
>> a ton of unwanted emails.
>>
>>
>>
>> Thanks for any information on either one. Of the two, viewing all tickets
>> is much more important.
>>
>>
>> Sent from my iPhone
>>
>
>
>
> --
> Alex Hall
> Automatic Distributors, IT department
> ah...@autodist.com
>
> -
> RT 4.4 and RTIR training sessions, and a new workshop day!
> https://bestpractical.com/training
> * Boston - October 24-26
> * Los Angeles - Q1 2017
>
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Boston - October 24-26
* Los Angeles - Q1 2017

[rt-users] OT: Postfix works on test server, silently fails on live server

[Alex Hall]

This is a bit off topic, as it's more a Postfix question than an RT one. On
my test server, I have Postfix working beautifully, sending mail via Gmail.
Yet, on the live server we so recently switched to, I'm having a problem
getting mail to send. The strangest part is that the mail log shows the
mail was "delivered", yet it never appears at its destination. It's not
even in the sent folder of the Gmail account in use. I simply copied the
main.cf file from one server to the other, made the sasl_password file and
mapped it, and restarted Postfix. Is there more to configuring Postfix that
I may have skipped on the new server in trying to pull over an existing
configuration? Any other obvious steps I should try? I'm on Debian 8.5 and
installed using apt-get. Thanks!

-- 
Alex Hall
Automatic Distributors, IT department
ah...@autodist.com
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Boston - October 24-26
* Los Angeles - Q1 2017

Re: [rt-users] Changing logo, and viewing *all* tickets?

[Alex Hall]

Thanks guys. We've updated the logo, and I passed along the information
about saving searches. You said active tickets are __Active__, but open are
simply 'open'? What do the underscores indicate, or should it be __open__?
Do caps matter?

Finally, how do we completely delete tickets if necessary? I have seen a
few suggestions, but most from the 3.x versions of RT. What's the
recommended way, and is the shredder necessary for this?

On Thu, Sep 15, 2016 at 9:55 AM, Sinapius, Vinzenz <
vinzenz.sinap...@tracetronic.de> wrote:

> Hi Alex,
>
>
>
> 1.   Take a look at http://your-rt.org/Admin/Tools/Theme.html
>
> 2.   I think you have to build him a dashboard with a custom search
> which shows all open tickets for all queues. Take a look at
> /Search/Build.html?NewQuery=1 and /Dashboards/Modify.html?Create=1
>
>
>
> Cheers,
>
> Vinzenz
>
>
>
> Vinzenz Sinapius
> Information Technology | Informationstechnik
>
> *trace**tronic* GmbH
> Stuttgarter Str. 3
> 01189 DRESDEN
> GERMANY
>
> Phone: +49 351 205768-167
> Fax: +49 351 205768-999
> E-mail: vinzenz.sinap...@tracetronic.de
>
> Head Office | Hauptsitz: Stuttgarter Str. 3, 01189 DRESDEN, GERMANY
> Managing Directors | Geschäftsführer: Dr.-Ing. Rocco Deutschmann, Dr.-Ing.
> Peter Strähle
> Registration Court | Registergericht: Amtsgericht Dresden, HRB 23 086
>
>
>
> *Von:* rt-users [mailto:rt-users-boun...@lists.bestpractical.com] *Im
> Auftrag von *Alex Hall
> *Gesendet:* Donnerstag, 15. September 2016 14:36
> *An:* rt-users@lists.bestpractical.com
> *Betreff:* [rt-users] Changing logo, and viewing *all* tickets?
>
>
>
> Hello all,
>
> A couple questions from my boss that I don't know how to answer: can I
> change the logo and link that appears at the top of all RT pages? He wants
> it to be our logo and the link to go to our homepage.
>
>
>
> The other question is about viewing tickets. As the head of the company,
> he wants, quite understandably, to have a way of viewing all open tickets
> regardless of queue. I've given the admins group all the permissions I
> could find, and added him to that, so he should have whatever rights are
> needed to do this. Yet, neither of us can find a way to bring up such a
> view. Tickets in which he is involved, sure, but not *every* active ticket
> in RT. Is there an easy way, or will have I have to make a special group
> that is admin CC on all tickets? I'd rather not, since that would give him
> a ton of unwanted emails.
>
>
>
> Thanks for any information on either one. Of the two, viewing all tickets
> is much more important.
>
>
> Sent from my iPhone
>



-- 
Alex Hall
Automatic Distributors, IT department
ah...@autodist.com
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Boston - October 24-26
* Los Angeles - Q1 2017

Re: [rt-users] Changing logo, and viewing *all* tickets?

[Sinapius, Vinzenz]

Hi Alex,


1.   Take a look at http://your-rt.org/Admin/Tools/Theme.html

2.   I think you have to build him a dashboard with a custom search which 
shows all open tickets for all queues. Take a look at 
/Search/Build.html?NewQuery=1 and /Dashboards/Modify.html?Create=1

Cheers,
Vinzenz

Vinzenz Sinapius
Information Technology | Informationstechnik

tracetronic GmbH
Stuttgarter Str. 3
01189 DRESDEN
GERMANY

Phone: +49 351 205768-167
Fax: +49 351 205768-999
E-mail: vinzenz.sinap...@tracetronic.de

Head Office | Hauptsitz: Stuttgarter Str. 3, 01189 DRESDEN, GERMANY
Managing Directors | Geschäftsführer: Dr.-Ing. Rocco Deutschmann, Dr.-Ing. 
Peter Strähle
Registration Court | Registergericht: Amtsgericht Dresden, HRB 23 086


Von: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] Im Auftrag von 
Alex Hall
Gesendet: Donnerstag, 15. September 2016 14:36
An: rt-users@lists.bestpractical.com
Betreff: [rt-users] Changing logo, and viewing *all* tickets?

Hello all,
A couple questions from my boss that I don't know how to answer: can I change 
the logo and link that appears at the top of all RT pages? He wants it to be 
our logo and the link to go to our homepage.

The other question is about viewing tickets. As the head of the company, he 
wants, quite understandably, to have a way of viewing all open tickets 
regardless of queue. I've given the admins group all the permissions I could 
find, and added him to that, so he should have whatever rights are needed to do 
this. Yet, neither of us can find a way to bring up such a view. Tickets in 
which he is involved, sure, but not *every* active ticket in RT. Is there an 
easy way, or will have I have to make a special group that is admin CC on all 
tickets? I'd rather not, since that would give him a ton of unwanted emails.

Thanks for any information on either one. Of the two, viewing all tickets is 
much more important.

Sent from my iPhone
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Boston - October 24-26
* Los Angeles - Q1 2017

Re: [rt-users] Changing logo, and viewing *all* tickets?

[Matt Zagrabelny]

On Thu, Sep 15, 2016 at 7:35 AM, Alex Hall  wrote:
> Hello all,
> A couple questions from my boss that I don't know how to answer: can I
> change the logo and link that appears at the top of all RT pages? He wants
> it to be our logo and the link to go to our homepage.

Yep.

See $LogoURL and $LogoLinkURL

https://docs.bestpractical.com/rt/4.4.1/RT_Config.html


> The other question is about viewing tickets. As the head of the company, he
> wants, quite understandably, to have a way of viewing all open tickets
> regardless of queue. I've given the admins group all the permissions I could
> find, and added him to that, so he should have whatever rights are needed to
> do this. Yet, neither of us can find a way to bring up such a view. Tickets
> in which he is involved, sure, but not *every* active ticket in RT. Is there
> an easy way, or will have I have to make a special group that is admin CC on
> all tickets? I'd rather not, since that would give him a ton of unwanted
> emails.

This can be just a saved search. It is quite easy:

Status = '__Active__'

Using the meta status __Active__ will be a bit more robust than just
"open". Though if that is what you really want, then go ahead with
'open'.

He can load the saved search in his home page, or any dashboard, for
that matter.

-m
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Boston - October 24-26
* Los Angeles - Q1 2017

[rt-users] Changing logo, and viewing *all* tickets?

[Alex Hall]

Hello all,
A couple questions from my boss that I don't know how to answer: can I change 
the logo and link that appears at the top of all RT pages? He wants it to be 
our logo and the link to go to our homepage.

The other question is about viewing tickets. As the head of the company, he 
wants, quite understandably, to have a way of viewing all open tickets 
regardless of queue. I've given the admins group all the permissions I could 
find, and added him to that, so he should have whatever rights are needed to do 
this. Yet, neither of us can find a way to bring up such a view. Tickets in 
which he is involved, sure, but not *every* active ticket in RT. Is there an 
easy way, or will have I have to make a special group that is admin CC on all 
tickets? I'd rather not, since that would give him a ton of unwanted emails.

Thanks for any information on either one. Of the two, viewing all tickets is 
much more important.

Sent from my iPhone-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Boston - October 24-26
* Los Angeles - Q1 2017