[rt-users] Problem with Security of Email Addresses - how to hide auto-complete email addresses from Users
Hi All When a User at one of our clients logs into RT they can only see and create tickets in their own client queue. However when they are Corresponding about a ticket, when they start to type the name of a recipient they can see a list of the email addresses for all users with a similar name. For example: If the User types "john.f" into the One Time CC box, RT "helpfully" gives them a list of all User email addresses starting "john.f" Whilst this feature is really helpful for our internal teams at it enable us to quickly send Correspondence and/or Comments to Users we DO NOT and SHOULD NOT allow one customers to see the email addresses of all of our Users/Customers. I assume we must be missing really easy setting somewhere which prevents this - however I have not been able to find any reference to it so far. If someone could help that would be great as our Data Protection/Security people are rather upset. Thanks Sally Ainsley - RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Los Angeles - September, 2016
Re: [rt-users] SLA Extension change SLA on queue change
Hi Nick We have the SLA field as Mandatory so when I move a ticket between queues I have to re-set the SLA to an SLA relevant for that queue before I can save it. Sally -Original Message- From: Nicholas Adams [mailto:nick.adams...@gmail.com] Sent: 27 June 2016 18:26 To: Sally Ainsley <sally.ains...@lifecycle-software.com> Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] SLA Extension change SLA on queue change Sally, Tried this with unique alpha names for the SLA’s in between two queues. Still no such luck. Any other ideas? Thank you! Nick > On Jun 27, 2016, at 11:25 AM, Sally Ainsley > <sally.ains...@lifecycle-software.com> wrote: > > Maybe the default only works when the SLA is blank in which case it wouldn’t > work when you change queues. I guess you could try having very different > names for the SLAs in each queue. > > -Original Message- > From: Nicholas Adams [mailto:nick.adams...@gmail.com] > Sent: 27 June 2016 17:24 > To: Sally Ainsley <sally.ains...@lifecycle-software.com> > Cc: rt-users@lists.bestpractical.com > Subject: Re: [rt-users] SLA Extension change SLA on queue change > > Hi Sally, > > Thanks for the reply. > > I believe I have the default SLA set but it does not apply when the queue is > changed. > But I’m going to double check my defaults just in case I am mistaken. > > Thank you! > Nick > >> On Jun 27, 2016, at 11:22 AM, Sally Ainsley >> <sally.ains...@lifecycle-software.com> wrote: >> >> Hi Nick >> >> Can you use a "default" SLA for each queue - then in theory when the >> ticket changed queue the SLA would update to be the default? >> >> Not sure it would work but we have default SLAs for our queues as >> well as ones that are chosen by users. (ie default is used the >> user/requestor leaves blank. >> >> Sally >> >> -Original Message- >> From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On >> Behalf Of Nicholas Adams >> Sent: 27 June 2016 17:20 >> To: rt-users@lists.bestpractical.com >> Subject: [rt-users] SLA Extension change SLA on queue change >> >> Good day, >> >> I have successfully configured the SLA extension to apply SLA to new >> tickets within specific queues. >> >> I wonder if there is a way that I can apply a new SLA to an existing >> ticket on queue change. >> >> For example - ticket is created in queue Alpha and is automatically >> assigned an SLA of my choice. A user moves the ticket from Alpha >> into queue Beta. I would like for a new SLA to automatically be >> applied when the ticket is moved. >> >> Any ideas on how I could accomplish this? >> >> Thanks >> Nick >> - >> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training >> * Los Angeles - September, 2016 >> > > - RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Los Angeles - September, 2016
Re: [rt-users] SLA Extension change SLA on queue change
Maybe the default only works when the SLA is blank in which case it wouldn’t work when you change queues. I guess you could try having very different names for the SLAs in each queue. -Original Message- From: Nicholas Adams [mailto:nick.adams...@gmail.com] Sent: 27 June 2016 17:24 To: Sally Ainsley <sally.ains...@lifecycle-software.com> Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] SLA Extension change SLA on queue change Hi Sally, Thanks for the reply. I believe I have the default SLA set but it does not apply when the queue is changed. But I’m going to double check my defaults just in case I am mistaken. Thank you! Nick > On Jun 27, 2016, at 11:22 AM, Sally Ainsley > <sally.ains...@lifecycle-software.com> wrote: > > Hi Nick > > Can you use a "default" SLA for each queue - then in theory when the > ticket changed queue the SLA would update to be the default? > > Not sure it would work but we have default SLAs for our queues as well > as ones that are chosen by users. (ie default is used the > user/requestor leaves blank. > > Sally > > -Original Message- > From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On > Behalf Of Nicholas Adams > Sent: 27 June 2016 17:20 > To: rt-users@lists.bestpractical.com > Subject: [rt-users] SLA Extension change SLA on queue change > > Good day, > > I have successfully configured the SLA extension to apply SLA to new > tickets within specific queues. > > I wonder if there is a way that I can apply a new SLA to an existing > ticket on queue change. > > For example - ticket is created in queue Alpha and is automatically > assigned an SLA of my choice. A user moves the ticket from Alpha into > queue Beta. I would like for a new SLA to automatically be applied > when the ticket is moved. > > Any ideas on how I could accomplish this? > > Thanks > Nick > - > RT 4.4 and RTIR Training Sessions https://bestpractical.com/training > * Los Angeles - September, 2016 > - RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Los Angeles - September, 2016
Re: [rt-users] SLA Extension change SLA on queue change
Hi Nick Can you use a "default" SLA for each queue - then in theory when the ticket changed queue the SLA would update to be the default? Not sure it would work but we have default SLAs for our queues as well as ones that are chosen by users. (ie default is used the user/requestor leaves blank. Sally -Original Message- From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Nicholas Adams Sent: 27 June 2016 17:20 To: rt-users@lists.bestpractical.com Subject: [rt-users] SLA Extension change SLA on queue change Good day, I have successfully configured the SLA extension to apply SLA to new tickets within specific queues. I wonder if there is a way that I can apply a new SLA to an existing ticket on queue change. For example - ticket is created in queue Alpha and is automatically assigned an SLA of my choice. A user moves the ticket from Alpha into queue Beta. I would like for a new SLA to automatically be applied when the ticket is moved. Any ideas on how I could accomplish this? Thanks Nick - RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Los Angeles - September, 2016 - RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Los Angeles - September, 2016
Re: [rt-users] Due dates
Hi Steve, Joop, All
This is the code we use for the SLAs - it is not perfect and took some trial
and error but it is setting appropriate due dates for us . I have had to
de-sensitise but hopefully you will be able to follow the ideas. (We have
not been able to get any sort of Stop the Clock functionality implemented -
there are some previous threads about this but we could not get any to work
- to get around this we have introduced a Custom Field called SLA note - our
managers can fill this in if the DUE DATE is passed to explain why the issue
was not resolved by the DUE DATE - not perfect solution but best we have
been able to do so far.)
We have TWO different sets of SLAS - each has different business hours.
The code below is from our Config file and shows:
a) SLA BUSINESS HOURS & HOLIDAY Definitions
b) Service Agreements: SLA Default setting - ie if a customer does not set
an SLA when entering a ticket we set a default for each queue
c) SLA Level definition - We have these level names in two different custom
fields called SLA and we apply each custom field to a different Queue - this
enable users to see the correct drop down box of SLA Level Options
Regards
Sally
---
Plugin('RT::Extension::SLA');
%RT::ServiceBusinessHours = (
'SET ONE BH' => {
1 => { Name => 'Monday', Start => '8:30', End => '18:00' },
2 => { Name => 'Tuesday', Start => '8:30', End => '18:00' },
3 => { Name => 'Wednesday', Start => '8:30', End => '18:00' },
4 => { Name => 'Thursday', Start => '8:30', End => '18:00' },
5 => { Name => 'Friday', Start => '8:30', End => '18:00' },
holidays => [qw(2015-04-03 2015-03-6 2015-05-4 2015-05-24 2015-08-31
2015-12-25 2015-12-26 2016-01-01 2016-03-25 2016-03-28 2016-05-02 2016-05-30
2016-08-29 2016-12-26 2016-12-27 2017-01-02 2017-04-14 2017-04-17 2017-05-01
2017-05-29 2017-08-28 2017-12-25 2017-12-26 )],
},
'SET TWO BH' => {
1 => { Name => 'Monday', Start => '8:00', End => '18:00' },
2 => { Name => 'Tuesday', Start => '8:00', End => '18:00' },
3 => { Name => 'Wednesday', Start => '8:00', End => '18:00' },
4 => { Name => 'Thursday', Start => '8:00', End => '18:00' },
5 => { Name => 'Friday', Start => '8:00', End => '18:00' },
holidays => [qw(2015-04-03 2015-03-6 2015-05-4 2015-05-24 2015-08-31
2015-12-25 2015-12-26 2016-01-01 2016-03-25 2016-03-28 2016-05-02 2016-05-30
2016-08-29 2016-12-26 2016-12-27 2017-01-02 2017-04-14 2017-04-17 2017-05-01
2017-05-29 2017-08-28 2017-12-25 2017-12-26 )],
},
);
%RT::ServiceAgreements = (
Default => 'P3-Low-Major',
QueueDefault => {
'Customer One'=> 'P5- Minor (Single User)_SET ONE',
'Customer Two' => ' P4-Minor-SET2',
},
Levels =>
{
'N/A-Info-SET ONE' => {
BusinessHours => 'SET ONE BH',
Resolve => { BusinessMinutes => 60*200,
IgnoreOnStatuses => ['stalled'], ['Client'], ['3rdParty'], ['Resolved'] } },
'P5-Minor-SingleUser-SET ONE' => {
BusinessHours => 'SET ONE BH',
Resolve => { BusinessMinutes => 60*28.5 } },
'P4-Low-MultipleUsers-SET ONE' => {
BusinessHours => 'SET ONE BH',
Resolve => { BusinessMinutes => 60*12 } },
'P3-Medium-SignificanCustomer Four-SET ONE' => {
BusinessHours => 'SET ONE BH',
Resolve => { BusinessMinutes => 60*8 } },
'P2-MajorFault-PartialLoss-SET ONE' =>
{ Resolve => { RealMinutes => 60*6 } },
'P1-CriticalFault -TotalLoss-SET ONE' =>
{ Resolve => { RealMinutes => 60*4 } },
#CUSTOMERTWO
'N/A-Info-SET2' => {
BusinessHours => 'SET TWO BH',
Resolve => { BusinessMinutes => 60*200 } },
'P4-Minor-SET2' => {
BusinessHours => 'SET TWO BH',
Resolve => { BusinessMinutes => 60*50 } },
'P3-Major-SignificanCustomer Fourpulation-SET2' => {
BusinessHours => 'SET TWO BH',
Resolve => { BusinessMinutes => 60*8 } },
'P2-SevereFault-PartialLoss-SET2' => {
BusinessHours => 'SET TWO BH',
Resolve => { BusinessMinutes => 60*4 } },
'P1-Critical-TotalLoss-SET2' => {
Re: [rt-users] Due dates
Hi We have managed this by setting up different SLAs for different queues. It was really fiddly and took lots of trial and error but we now have 5 different sets of SLAS - we have default 1 and default 2 which apply to the majority of our Queues and then I have 3 bespoke ones. Each SLA set has a different set of "business hours" and 4 or 5 SLA levels. Each level sets a due date based on the business or real hours defined within the SLA level. We have 5 SLA custom fields each with the defined SLA levels -each Custom field has to be called "SLA" but then within each we have different names for the levels defined the thing you have to ensure is that each SLA level has a unique name. We define the correct SLA for each QUEUE set by allocating the relevant SLA Custom Field. Does that help - or do you need to see some examples? Regards Sally Sally Ainsley | Lifecycle Software | -Original Message- From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Steven H Sent: 15 April 2016 03:11 To: rt-users@lists.bestpractical.com Subject: [rt-users] Due dates I installed rt4.4.0 When I configure queue, there is no place to input due dates. Instead there are fields "Starts" and "Due" which can be fill in a date such as "2016-04-15 00:00:00". I did a test creating a ticket, the due date is what I set in that fields. What I need is setting duedate such as 3 days after tickets created. I also use SLA. It can set a duetime in RT_Siteconif.pm for all queues, But I need set different duedates for different queues. -- View this message in context: http://requesttracker.8502.n7.nabble.com/Due-dates-tp61729.html Sent from the Request Tracker - User mailing list archive at Nabble.com. - RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Washington DC - May 23 & 24, 2016 - RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Washington DC - May 23 & 24, 2016
Re: [rt-users] View dashboard of another user who's searches depend on __CurrentUser__
Hi Woody
Not sure what your overall goal is however I have put our staff into GROUPS
based on the teams they are in.
We then have searches that are for _CurrentUser_ as well as other searches that
are based on OWNERGROUP = x.
We then have saved searches visible to each GROUP so that they can see tickets
assigned to their team - this means that if a member of staff if off others in
that team can pick up the work. Works well when team managers are away also.
Not sure if this helps
Sally
Sally Ainsley
-Original Message-
From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of
Woody - Wild Thing Safaris
Sent: 21 January 2016 12:48
To: rt-users@lists.bestpractical.com
Subject: [rt-users] View dashboard of another user who's searches depend on
__CurrentUser__
Hi all,
I have a dashboard, in which there are searches that depend on __CurrentUser__,
so each user that accesses the dashboard can only see tickets owned by them.
If someone is away, i would like someone else to be able to see the dashboard
of the absent person. I don't want to give them the absent user's login, nor do
i want to create searches for each user that are hardwired to their username.
Something like www.myrt.com/dashboards/12345/Dashname/Username would do the job
whereby __CurrentUser__ is replaced by "Username" and not the person who's
actually logged in.
I can see in lib/RT/Tickets.pm in sub _parser the line
# replace __CurrentUser__ with id
$value = $self->CurrentUser->id if $value eq '__CurrentUser__';
and in lib/RT/Search/Simple.pm
sub HandleOwner {
if (!$_[2] and $_[1] eq "me") {
return owner => "Owner.id = '__CurrentUser__'";
}
elsif (!$_[2] and $_[1] =~ /\w+@\w+/) {
return owner => "Owner.EmailAddress = '$_[1]'";
} else {
return owner => "Owner = '$_[1]'";
}
}
So i think that a hack is needed somewhere there, and when the url is parsed
the extra username field assigned to a variable that can be used in those subs.
I can't find however where sub HandleOwner is called from since that's the only
time it appears in the code!
Does this sound like a sensible way of going about it, or can anyone think of a
better solution, or know of an existing one?
thanks in advance
Woody.
--
---
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
[rt-users] Can I use % wildcard within Query Builder on QUEUES?
Dear All I have a range of queries I am trying to create in QUERY BUILDER where I want to include or exclude a list of QUEUES. E.g. QUEUE NAME 1 = BLUE QUEUE NAME 2 = BLUE -UAT QUEUE NAME 3 = RED QUEUE NAME 2 = RED-UAT I would like to be able to include or exclude QUEUES with the letters "UAT" within them. Using the ADVANCED option of the QUERY BUILDER I have tried: a) Queue = '_%UAT' orQueue! = '_%UAT' b) Queue = '%UAT' orQueue! = '%UAT' I have also tried to use MATCHES or LIKE instead of '=' but I cannot get any of this to work. I have spent the last hour and a half searching on-line and have tried various things can anyone confirm if it is possible to search using the Wildcard characters on QUEUES within QUREY BUILDER? And if YES - how could I get the above to work. Many thanks in advance Sally Sally Ainsley
Re: [rt-users] Can I use % wildcard within Query Builder on QUEUES?
Thanks Matt for prompt response
I was hoping to do something in the Query Builder as I would need to secure
some technical resource internally to go down the perl route as I don't have
the knowledge for perl.
I got the same error as you below when I tried the LIKE operator. Perhaps LIKE
doesn’t work on the QUEUE field for some reason.
Sally Ainsley | Lifecycle Software | T: 01635 553427
-Original Message-
From: Matt Zagrabelny [mailto:mzagr...@d.umn.edu]
Sent: 29 September 2015 16:27
To: sally.ains...@lifecycle-software.com; rt-users
<rt-users@lists.bestpractical.com>
Subject: Fwd: [rt-users] Can I use % wildcard within Query Builder on QUEUES?
On Tue, Sep 29, 2015 at 10:05 AM, Sally Ainsley
<sally.ains...@lifecycle-software.com> wrote:
> Dear All
>
>
>
> I have a range of queries I am trying to create in QUERY BUILDER where
> I want to include or exclude a list of QUEUES.
>
>
>
> E.g.
>
> QUEUE NAME 1 = BLUE
>
> QUEUE NAME 2 = BLUE -UAT
>
> QUEUE NAME 3 = RED
>
> QUEUE NAME 2 = RED-UAT
>
>
>
> I would like to be able to include or exclude QUEUES with the letters “UAT”
> within them.
>
>
>
> Using the ADVANCED option of the QUERY BUILDER I have tried:
>
>
>
> a) Queue = '_%UAT' orQueue! = '_%UAT'
>
> b) Queue = ’%UAT’ orQueue! = '%UAT'
>
>
>
> I have also tried to use MATCHES or LIKE instead of ‘=’ but I cannot
> get any of this to work.
If it were to work, "LIKE" would be the operator. However, I don't think it
will work.
If you look at the Search Builder page, there is only "is" and "isn't"
in the drop down for building the Queue predicate.
I just tried it with LIKE and got the following error:
[error]: Couldn't parse query: Invalid Operation: LIKE for Queue at
/opt/rt4/sbin/../lib/RT/Tickets.pm line 368.
That said, depending on what your final needs are you could write some
supporting perl to achieve a similar effect:
# Not tested...
my @matching_queues = ();
my $Queues = RT::Queues->new($session{CurrentUser});
while (my $Queue = $Queues->next) {
if ($Queue->Name =~ /UAT$/) {
push @matching_queues, $Queue->Name;
}
}
my $sql =
join ' OR ',
map { "Queue = '$_'" },
@matching_queues,
;
my $Tickets = RT::Tickets->new($session{CurrentUser});
$Tickets->FromSQL($sql);
# end of untested code.
Perhaps that would help.
-m
Re: [rt-users] Can I use % wildcard within Query Builder on QUEUES?
Hi Matt and Byron
Many thanks for your input I think I have a work around.
I tried the LIKE option in the Advanced button at the top of the page but I get
the horrid red "Couldn't parse query" error that Matt described in the email
trail.
So for some reason whilst LIKE works with Fields like Requestor.EmailAddress
field (as per Byron's email) it does not work on QUEUE.
I have therefore reviewed the options within the QUERY BUILDER where 'matches'
is a drop down option.
There is a long list of fields where this would work (not just REQUESTOR) and
one of these is QueueAdminCC.
So what I have done is created a Test User in RT and put this Test User as the
QueueAdminCC for my Queues which have a name with "UAT "in them.
I can then write Queries with the QUERY BUILDER or the ADVANCED BUTTON that
include [QueueCc.Name LIKE 'test'] as one of the rules to get all my UAT Queues
This is not ideal but I can now write queries to select several queues that I
will not need to update each time we add a new Queue - I will simply update our
internal instructions so that when new Queues are set up them up with the Test
user in the QueueAdminCC field.
Many thanks
Sally
-Original Message-
From: Bryon Baker [mailto:bba...@copesan.com]
Sent: 29 September 2015 16:38
To: Sally Ainsley <sally.ains...@lifecycle-software.com>; 'Matt Zagrabelny'
<mzagr...@d.umn.edu>; 'rt-users' <rt-users@lists.bestpractical.com>
Subject: RE: [rt-users] Can I use % wildcard within Query Builder on QUEUES?
Hello Sally and Mat
The like phrase works you just need to use the "Advanced" button at top of
page. At that point you can type in the phrase you would like.
I use this phrase in reports because I do not want the data in my calculations.
Requestor.EmailAddress Not Like '%DAEMON%'
Thanks
Bryon Baker
Network Operations Manager
Copesan - Specialists in Pest Solutions
800-267-3726 • 262-783-6261 ext. 2296
bba...@copesan.com
www.copesan.com
"Servicing North America with Local Care"
-Original Message-
From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of
Sally Ainsley
Sent: Tuesday, September 29, 2015 10:32 AM
To: 'Matt Zagrabelny'; 'rt-users'
Subject: Re: [rt-users] Can I use % wildcard within Query Builder on QUEUES?
Thanks Matt for prompt response
I was hoping to do something in the Query Builder as I would need to secure
some technical resource internally to go down the perl route as I don't have
the knowledge for perl.
I got the same error as you below when I tried the LIKE operator. Perhaps LIKE
doesn’t work on the QUEUE field for some reason.
Sally Ainsley | Lifecycle Software | T: 01635 553427
-Original Message-
From: Matt Zagrabelny [mailto:mzagr...@d.umn.edu]
Sent: 29 September 2015 16:27
To: sally.ains...@lifecycle-software.com; rt-users
<rt-users@lists.bestpractical.com>
Subject: Fwd: [rt-users] Can I use % wildcard within Query Builder on QUEUES?
On Tue, Sep 29, 2015 at 10:05 AM, Sally Ainsley
<sally.ains...@lifecycle-software.com> wrote:
> Dear All
>
>
>
> I have a range of queries I am trying to create in QUERY BUILDER where
> I want to include or exclude a list of QUEUES.
>
>
>
> E.g.
>
> QUEUE NAME 1 = BLUE
>
> QUEUE NAME 2 = BLUE -UAT
>
> QUEUE NAME 3 = RED
>
> QUEUE NAME 2 = RED-UAT
>
>
>
> I would like to be able to include or exclude QUEUES with the letters “UAT”
> within them.
>
>
>
> Using the ADVANCED option of the QUERY BUILDER I have tried:
>
>
>
> a) Queue = '_%UAT' orQueue! = '_%UAT'
>
> b) Queue = ’%UAT’ orQueue! = '%UAT'
>
>
>
> I have also tried to use MATCHES or LIKE instead of ‘=’ but I cannot
> get any of this to work.
If it were to work, "LIKE" would be the operator. However, I don't think it
will work.
If you look at the Search Builder page, there is only "is" and "isn't"
in the drop down for building the Queue predicate.
I just tried it with LIKE and got the following error:
[error]: Couldn't parse query: Invalid Operation: LIKE for Queue at
/opt/rt4/sbin/../lib/RT/Tickets.pm line 368.
That said, depending on what your final needs are you could write some
supporting perl to achieve a similar effect:
# Not tested...
my @matching_queues = ();
my $Queues = RT::Queues->new($session{CurrentUser});
while (my $Queue = $Queues->next) {
if ($Queue->Name =~ /UAT$/) {
push @matching_queues, $Queue->Name;
}
}
my $sql =
join ' OR ',
map { "Queue = '$_'" },
@matching_queues,
;
my $Tickets = RT::Tickets->new($session{CurrentUser});
$Tickets->FromSQL($sql);
# end of untested code.
Perhaps that would help.
-m
[rt-users] Stop the Clock with SLAs
Hi All Has anyone been able to get STOP the CLOCK functionality working with SLAs? I need to be able to stop the clock and reset the DUE DATE (recalculated with a new date/time based on amount of time it was stopped) as a ticket moves between statuses. We are currently manually re-setting DUE DATE but each time the status changes the tickets go back to the very original DUE DATE so the whole thing is a real headache. Thanks Sally Sally Ainsley | Operations Director | Lifecycle Software T: 01635 553427 | M: 07848 444500 http://www.lifecycle-software.com/ NOTICE This e-mail (including any attachments) is confidential and is intended for the above-named person(s). If you are not the intended recipient, please notify the sender immediately and delete this email from your system and do not disclose or use for any purpose.
Re: [rt-users] How to make a field mandatory
When setting up a Custom Field there is a section called VALIDATION – you can make a field mandatory there. Regards Sally Ainsley | Lifecycle Software | From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of ABD EL MALEK BOUBARNOUS Sent: 27 April 2015 11:14 To: rt-users@lists.bestpractical.com Subject: [rt-users] How to make a field mandatory Hello everyone, I would like to know how to make a field mandatory in RT, custom field for instance. Thanks in advance,
Re: [rt-users] Script for AutoResolving after X days?
Hi Johan I dont know how to do this but I would be interested also however I think you would want to have a specific STATUS e.g. Awaiting Closure for this otherwise you may get tickets closed when you were in a correspondence trail with a customer. Sally Sally Ainsley | Lifecycle Software | From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Johan Sundström Sent: 23 April 2015 12:35 To: rt-users@lists.bestpractical.com Subject: [rt-users] Script for AutoResolving after X days? Hi! I would like to be able to auto-resolve tickets i have replyied to if i dont get a response from the user in X days. Anyone know of a script to make this happen? I looked on the contributions-page but could not find anything suitable.. Best Wishes Johan Sundström / IT-Ansvarig 090-163951 Västerbottens museum www.vbm.se http://www.vbm.se
[rt-users] FW: SLA DUE DATE RESETS ON STATUS CHANGE
Hello I have set up a range of SLAs which work reasonable well ie setting a DUE DATE based on level of SLA and defined hours of support However if we over-ride the DUE DATE (because of client interaction/agreement) and then the STATUS of a ticket changes afterwards, RT automatically changes the DUE DATE back to the original. Is this expected behaviour? Is there anything I can do to make the manual over-ride due date remain on the ticket? We have the following statuses initial = [ 'new' ], active = [ 'open', 'stalled', '3rd-party', 'client', 'development', 'testing', 'release' ], inactive= [ 'resolved', 'rejected', 'deleted' ], and in terms of SLA time should not be 'counted down' if the status is Stalled/ 3rd Party/ Client/ testing. We have tried introducing IgnoreStatuses for these statuses within the SLA Config file but could not get that to work either Has anyone got 'IgnoreStatuses2 to work? Or how else to people deal with a stop the clock function? Many thanks S Ainsley
