Re: [rt-users] Default Ticket Message Content when composing new ticket

2011-05-12 Thread Michael P. Carel 
Hi Roy,

Tnx for the reply, what i meant was that the pre-prepared text is dependent on 
a specific queue only. I've tried to Create template under specific queue and 
encode the pre-prepared text under the template and Create scrip under that 
specific queue with  the following details:

Queue template (Pre-Prepared text):
ThIS IS A TEST MESSAGE

Current queue SCRIP:
Condition: OnCorrespond
Action: OpenTicket
Template: Pre-Prepared text
Stage: TransactionCreate


But doesn't work when I tried to open and compose the queue content, I did not 
see the pre-prepared text ThIS IS A TEST MESSAGE under the queue message body 
text box.

Regards,

Mike

--- On Wed, 5/11/11, Raed El-Hames raed.el-ha...@daisygroupplc.com wrote:

 From: Raed El-Hames raed.el-ha...@daisygroupplc.com
 Subject: RE: [rt-users] Default Ticket Message Content when composing new 
 ticket
 To: Michael P. Carel mikeca...@yahoo.com, 
 rt-users@lists.bestpractical.com rt-users@lists.bestpractical.com
 Date: Wednesday, May 11, 2011, 5:34 PM
 Mike:
 
 You need to explain what you mean by a specific type of
 ticket??
 If its only dependant on the queue, then there is a couple
 of ways to do this, 
 If the same text for a selected number of queues , then in
 Create.html define $ARGS{Content} with the text you wish
 presented if ($QueueObj-Name) matches your condition.
 If you wish a different text for each queue, then create a
 queue template (for each queue you want to have pre-prepared
 text) with the words you wish and pull the template content
 into $ARGS{Content} in Create.html.
 
 Regards;
 Roy
 
  -Original Message-
  From: rt-users-boun...@lists.bestpractical.com
 [mailto:rt-users-
  boun...@lists.bestpractical.com]
 On Behalf Of Michael P. Carel
  Sent: 11 May 2011 06:16
  To: rt-users@lists.bestpractical.com
  Subject: [rt-users] Default Ticket Message Content
 when composing new
  ticket
  
  Hi to all;
  
  Is there a way I can have the RT ticket to have a
 default or pre-encoded
  message content when composing new ticket? Somewhat
 auto content under the
  describe the issue below: , but I need it for a
 specific type of ticket
  only and not applicable to all queue.
  
  Thanks,
  
  Mike

[rt-users] Default Ticket Message Content when composing new ticket

2011-05-10 Thread Michael P. Carel 
Hi to all;

Is there a way I can have the RT ticket to have a default or pre-encoded 
message content when composing new ticket? Somewhat auto content under the 
describe the issue below: , but I need it for a specific type of ticket only 
and not applicable to all queue.

Thanks,

Mike

[rt-users] Dis-allowing ticket Comment

2010-11-02 Thread Michael P. Carel 
Hi to all;

I'm trying to configure RT to avoid ticket owner to use Comment instead of 
Reply. I already set a policy and removed Comment on Ticket in the Group 
Policy but still the ticket owner can Comment on Ticket. Is there anything I 
need to removed other that that.

Thanks,

Mike

[rt-users] Per UserGroup Search

2010-10-28 Thread Michael P. Carel 

Hi to all,

I'm just new and currently exploring RT functionality and features. Currently 
I'm having problem in searching ticket which belong to a certain group. I've 
tried the MemberOf search but its not working.

Ex:
group name: support
queue: trouble ticket

search:

Queue = 'trouble ticket' AND MemberOf = 'support'



Thanks in advance for any help and replies.

--Mike