[rt-users] Resolved Reminders don't show in ticket history. Bug?
Maybe this is a bug or maybe I just don't understand the intended behavior. When someone creates a Reminder with me and the Owner I get an email notifying me that a 'ticket was created'. Great, everything is working properly. The email I receive has a helpful link to the Ticket. This is the 'Reminder Ticket', and not the ticket where the Reminder was created. I guess you may call this the Parent, though though the relationship is not shown in Links. Everything is still great. If I click that link and Resolve or Quick Resolve the Reminder Ticket, the Parent Ticket History does not show the Reminder as 'completed'. This is not very great and is not the behavior I expected. The History does show that the Reminder was created, but that is only half of the story. This behavior is different than what happens when you select the checkbox to 'complete the reminder' on the ticket, which does log the completed reminder in the history.
Re: [rt-users] REST API for Assets
Hi Bart, Unfortunately there is no REST API for Assets. I've heard rumors that maybe they're working on it but pretty sure I've not seen anything official. Is anyone out there interested in combining funds to pay for the development of this much needed feature? I'm sure we could convince BestPractical to roll it into 'core' so that everyone would benefit. Best, Josh On Wed, Nov 23, 2016 at 3:26 PM, Bart Bunting wrote: > Hi, > > Is there a REST API for assets in RT? > > I can't find any documentation for it. > > Can anyone shed any light on if it exists or is in the works? > > > Kind regards > Bart > -- > > Bart Bunting - URSYS > PH: 02 87452811 > Mbl: 0409560005 > - > RT 4.4 and RTIR training sessions, and a new workshop day! > https://bestpractical.com/training > * Los Angeles - January 9-11 2017 > -- Reed College Computer Hardware Services ETC 114 503-788-6661 - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Los Angeles - January 9-11 2017
[rt-users] omit table in charts?
I'd like to display a saved chart graph on a dashboard but do not want to also display the table that seems to be a permanent part of all charts. Is it possible to disable display of either the Table or the Graph on a Saved Chart? Is it possible to make the Graph bars/numbers links to the search results? Just as they are in the table? Thanks - RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Washington DC - May 23 & 24, 2016
[rt-users] search for 'this week'?
I'd like to add a saved search/chart that displays the # of tickets Created 'this week' and the number of tickets Resolved 'this week'. Is such a thing possible? -Josh - RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Washington DC - May 23 & 24, 2016
[rt-users] Dashboard Layout?
Is it possible for an RT dashboard to display a saved search spanning both columns at the top with two saved search columns below? Thanks, Josh
Re: [rt-users] Slack integration?
I am also curious about integrating Slack with RT. Has anyone tried to work on this? thanks, Josh On 11/11/14 2:05 PM, Konstantin Ryabitsev wrote: Hi, all: Has anyone set up integration with slack, perhaps via a webhook? Best,
[rt-users] Love your RT Dashboard(s)? Care to share?
In the past few years our RT usage has increased dramatically. We're now in a position where our old Dashboards, leftover from the days when our RT usage was very minimal, are not very helpful. Some of us rely on being AdminCcs on various queues and use our email in-boxes to monitor RT...which can be rather maddening. I currently monitor 3 queues that average 75 open tickets at any given time. Yesterday was a slow day and I only received 96 emails from RT due to my reliance on being an AdminCc on the queues I must monitor. I am hopeful that an improved dashboard will allow me and my colleagues to stop being AdminCc on entire queues and instead focus on specific tickets. What changes did you make to your Dashboard that that made it more useful to you? Did you spend a lot of time talking about, tweaking and refining your Dashboard(s)? What was the result? Do you have a Dashboard that you find extremely useful and well organized? Would you care to share it with the list and tell us how you use it and why it works in your environment? Of course these will vary greatly depending on the type of work being performed but I'm just hoping for some ideas/inspiration. Thank you! Josh -- RT Training November 4 & 5 Los Angeles http://bestpractical.com/training
Re: [rt-users] user search URL?
On 6/18/14, 12:43 PM, Kevin Falcone wrote: On Wed, Jun 18, 2014 at 12:10:27PM -0700, Josh Tackitt wrote: Is there a way to do a user search via URL? We can already go directly to a ticket or asset via a URL. We can also perform a ticket or asset search via URL. But what about doing a User search? If you know the user's id http://rt.example.com/User/Summary.html?id=123456 The goal is to use an external tool (AlfredApp) to quickly get to the User Summary page or at very least a User Search results page. If you don't have the user id in Alfred, you can link to http://rt.example.com/User/Search.html?UserString=em...@address.edu but you'll trigger a CSRF warning, it's probably that page should be whitelisted. -kevin Perfect! Thank you! -- RT Training - Boston, September 9-10 http://bestpractical.com/training
[rt-users] insert field values in correspondence/comments?
I'd like to bulk update tickets and include the value of a field or
custom field in each one. For example:
Bulk updating X tickets. Each ticket has a Custom Field called
"Activation Code". I write a single reply that goes to each selected
ticket and wherever I include 'CF.{Activation Code}' it inserts the
value of that field from each ticket. Basically a mail merge.
Is this possible?
thanks,
Josh
--
RT Training - Boston, September 9-10
http://bestpractical.com/training
[rt-users] user search URL?
Is there a way to do a user search via URL? We can already go directly to a ticket or asset via a URL. We can also perform a ticket or asset search via URL. But what about doing a User search? The goal is to use an external tool (AlfredApp) to quickly get to the User Summary page or at very least a User Search results page. Thanks, Josh -- RT Training - Boston, September 9-10 http://bestpractical.com/training
[rt-users] ticket # in email address?
Is there any possibility of routing emails to an existing ticket by including the ticket # in the email address? Something like, "rt+12...@reed.edu" that would treat emails sent to that address the same as if they included the rt ticket # in the subject. Here's the scenario I have in mind: -An RT ticket exists. -We need to provide an email address to a vendor and would like their emails to automatically be associated with the existing ticket. -Currently, if we give them "r...@reed.edu" then every time they email us a new ticket is generated and must be merged. -However, if we could give them an email address that includes the ticket number then all their replies would be part of the existing ticket. Thanks, Josh -- RT Training - Dallas May 20-21 http://bestpractical.com/training
[rt-users] Articles with links?
I'm just starting to really dive into Articles and have noticed that it doesn't like for me to include links/html. I created a new Article and included a basic a href. Displaying the article shows this as a functional link. But when I add it to a ticket it just shows up as a URL, not a clickable link. What am I missing? thanks, Josh
[rt-users] modify behavior of the Take action?
We have a saved search on our Dashboards for "Unowned Tickets" that displays the Owner as "Nobody". Clicking on "Nobody" makes you the owner and then displays the ticket. How would we change the behavior such that ownership is changed but we don't get redirected to the ticket? We'd prefer to stay in our dashboard, if possible. Thanks, Josh -- Reed College Computer Hardware Services 503-788-6661 Final RT training for 2012 in Atlanta, GA - October 23 & 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs
[rt-users] rt mail merge?
Is there an extension or some other way to essentially do a mail merge ticket creation in RT? We have about 50 people to email. We'd like to use comma-delimited data, including email address to create a customized ticket/email for each one. Currently our plan is to just use other mail merge software to send the email with the reply-to set to an RT address so that at least when they reply the ticket will be created. Which would be ok. It'd just be very nice to have a ticket # before they reply. thanks, Josh -- Reed College Computer Hardware Services
[rt-users] RT and Filemaker?
Does anyone have RT configured to talk with a Filemaker database via ODBC? Is that even possible? I know Filemaker allows ODBC/JDBC connections. I know that RT is nicely robust and I'd expect it to be capable of something like this. I just can't find any examples or confirmation. Thanks, Josh -- Reed College Computer Hardware Services 503-788-6661 RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 & 6, 2012
Re: [rt-users] show quoted text / hide quoted text
#rt says there's no built-in option for this but it could be accomplished with javascript. On 11/3/11 11:56 AM, Josh Tackitt wrote: > Is there any way to set "show quoted text" to be disabled or expanded by > default? > > Thanks, > Josh > > -- Reed College Computer Hardware Services 503-788-6661 RT Training Sessions (http://bestpractical.com/services/training.html) * Barcelona, Spain November 28 & 29, 2011
[rt-users] show quoted text / hide quoted text
Is there any way to set "show quoted text" to be disabled or expanded by default? Thanks, Josh -- Reed College Computer Hardware Services 503-788-6661 RT Training Sessions (http://bestpractical.com/services/training.html) * Barcelona, Spain November 28 & 29, 2011
