[rt-users] Assets - export or show list with custom fields
Hello, Is there a way to export the assets in a catalog to a csv file? If not, is there a way to display specified custom fields in the search results? Or see a list of assets with more information than Name, Description, Status, and Owner? I didn't see an assets-specific mailing list, please let me know if there is a more appropriate place for this question. Thanks, Ryan
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
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] upgrade from 4.0.5 to 4.2.0, lifecycle name error
Hello, I upgraded from 4.0.5 to 4.2.0, which went smooth for the most part. Now when I go to my dashboard it stops loading and says An internal RT error has occurred. Your administrator can find more details in RT's log files. It only stops when there is a widget with queue information. Here is what the logs show: httpd error log: [error]: Can't call mehod Name on an undefined value at RTROOT/share/html/Elements/QueueSummaryByStatus line130 Stack: [RTROOT/share/html/Elements/QueueSummaryByStatus:130] [RTROOT/share/html/Elements/MyAdminQueues:52] [RTROOT/share/html/Elements/TitleBox:56] [RTROOT/share/html/Elements/MyAdminQueues:52] [RTROOT/share/html/Elements/MyRT:97] ... some more ... Any ideas when happened? I ran the upgrade for MySQL. without any problems, and everything else seems to work so far. Thanks, Ryan
Re: [rt-users] upgrade from 4.0.5 to 4.2.0, lifecycle name error
I disabled the RTIR Incidents queue and the errors stopped. On Mon, Nov 11, 2013 at 9:32 AM, Ryan Whalen rwha...@advanceweb.com wrote: Hello, I upgraded from 4.0.5 to 4.2.0, which went smooth for the most part. Now when I go to my dashboard it stops loading and says An internal RT error has occurred. Your administrator can find more details in RT's log files. It only stops when there is a widget with queue information. Here is what the logs show: httpd error log: [error]: Can't call mehod Name on an undefined value at RTROOT/share/html/Elements/QueueSummaryByStatus line130 Stack: [RTROOT/share/html/Elements/QueueSummaryByStatus:130] [RTROOT/share/html/Elements/MyAdminQueues:52] [RTROOT/share/html/Elements/TitleBox:56] [RTROOT/share/html/Elements/MyAdminQueues:52] [RTROOT/share/html/Elements/MyRT:97] ... some more ... Any ideas when happened? I ran the upgrade for MySQL. without any problems, and everything else seems to work so far. Thanks, Ryan
Re: [rt-users] Problems with Newest unowned and queue permissions
I 'fixed' this by saving a search for unowned and new tickets AND in a specific queue, naming them '10 newest unowned tickets in *queuename*. Then saved the search to *group's* saved searches. Then you need to give the AdminCCs instructions on how to edit their RT at a glance page to remove the standard 10 newest unowned and add the saved search:10 newest unowned in *queuename. * * * On Tue, May 7, 2013 at 3:44 AM, Johan Sjöberg johan.sjob...@deltamanagement.se wrote: Hi. ** ** We have a number of queues for different departments. I have created groups for the staff and set these groups as Admin CC on their respective queues. The problem I have is that the “NN newest unowned tickets” isn’t working correctly. It seems to count tickets in queues that the user does not have rights on. So if I sort it by queue name, and ascending, I do not see any unowned tickets if there are more than NN unowned tickets in queues that I do not have permissions on, if they are earlier in the alphabet than my queues. This is quite annoying since I have to choose a non-optimal sorting order, and risk missing new, unowned tickets. We are using RT 3.8.16. ** ** Regards, Johan ** ** ** **
Re: [rt-users] Reverse Proxy IIS 7.5 to access RT server
What is your ARR config? On Mon, May 6, 2013 at 10:48 AM, Shane Vedvik sh...@markentsolutions.comwrote: Greetings, ** ** I was wondering if anyone has any insight in the steps needed to successfully use IIS 7.5 to reverse proxy connections to an RT server. I have read the information at: http://blogs.msdn.com/b/carlosag/archive/2010/04/02/setting-up-a-reverse-proxy-using-iis-url-rewrite-and-arr.aspx and http://www.iis.net/learn/extensions/url-rewrite-module/reverse-proxy-rule-template Only to get a 502 Web server received an invalid response while acting as a gateway or proxy server error. ** ** Thanks, ** ** Shane
Re: [rt-users] Custom numbering scheme?
mysql ALTER TABLE Tickets AUTO_INCREMENT=2013000; INSERT INTO Tickets(Disabled) VALUES(1); DELETE FROM Tickets WHERE id = '2013000' Tickets will then start at 2013000 and increment 2013001, 2013002, etc. How many 0s you append to 2013 should reflect the expected ticket load for that year. If you get 2000 tickets in 2013 then it will be 2015000 by the end of the year. N.B.,Tickets.id is int(11), so you won't be able to do more than 2013000, but a million tickets a year would be impressive. You'll have to execute the above commands again in 2014 and every year after to maintain this. Maybe a cron job will take care of it. On Thu, May 2, 2013 at 1:52 PM, Cena, Stephen (ext. 300) s...@qvii.comwrote: ** I'm going to be deploying another RT installation for our service department here. One thing they would like is to have the ticket numbers customized. What they'd like is for the current year to be prepended to each ticket number, and then reset. So for 2013 it's be, say, 20131 - 2013n and then next year have 20141 to 2014n and so on. Is something like this possible, or should I just tell them it's too difficult? Stephen Cena QVII MIS/IT Dept 850 Hudson Ave. Rochester, NY. 14620 585-544-0450 x300 s...@qvii.com Thank you for helping us help you help us all. --For email related issues, please contact postmas...@qvii.com
