Re: [rt-users] Creating custom fields with non-root account?
Dear Ruslan, dear Kenneth, apparently it is possible to give a particular user sufficient rights to configure a queue in the desired fashion (create custom fields) - good! What kind of permissions are required and where do I set them (my question originated from the fact that I did not see any suitable options where I expected them)? Many thanks in advance. Warm regards, Stefan On Dec 23, 2011, at 3:02 PM, Ruslan Zakirov wrote: > On Fri, Dec 23, 2011 at 13:39, Stefan Vollmar wrote: >> Hello, >> >> we have recently added a new queue to our RT system: this queue is supposed >> to be used by one (external) group of colleagues only and they should be >> able to make any changes to it they desire. In our configuration, only the >> root user can create custom fields and, if possible, it should not be >> necessary for our external colleagues to have the root password to edit >> their custom fields. Is it possible to give particular users of one RT >> group root rights (or extended rights for editing custom fields, at least) - >> but only for one queue? > > SuperUser right is global only. It's possible to grant set of rights > on queue level and system level that would minimize impact, but still > allow users to manage queue. > >> Many thanks in advance. >> Best regards, >> Stefan >> -- >> Dr. Stefan Vollmar, Dipl.-Phys. >> Head of IT group >> Max-Planck-Institut für neurologische Forschung >> Gleuelerstr. 50, 50931 Köln, Germany >> Tel.: +49-221-4726-213 FAX +49-221-4726-298 >> Tel.: +49-221-478-5713 Mobile: 0160-93874279 >> Email: voll...@nf.mpg.de http://www.nf.mpg.de >> >> >> >> >> >> >> >> >> RT Training Sessions (http://bestpractical.com/services/training.html) >> * Boston — March 5 & 6, 2012 > > > > -- > Best regards, Ruslan. -- Dr. Stefan Vollmar, Dipl.-Phys. Head of IT group Max-Planck-Institut für neurologische Forschung Gleueler Str. 50, 50931 Köln, Germany Tel.: +49-221-4726-213 FAX +49-221-4726-298 Tel.: +49-221-478-5713 Mobile: 0160-93874279 E-Mail: voll...@nf.mpg.de http://www.nf.mpg.de smime.p7s Description: S/MIME cryptographic signature RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 & 6, 2012
[rt-users] Creating custom fields with non-root account?
Hello, we have recently added a new queue to our RT system: this queue is supposed to be used by one (external) group of colleagues only and they should be able to make any changes to it they desire. In our configuration, only the root user can create custom fields and, if possible, it should not be necessary for our external colleagues to have the root password to edit their custom fields. Is it possible to give particular users of one RT group root rights (or extended rights for editing custom fields, at least) - but only for one queue? Many thanks in advance. Best regards, Stefan -- Dr. Stefan Vollmar, Dipl.-Phys. Head of IT group Max-Planck-Institut für neurologische Forschung Gleuelerstr. 50, 50931 Köln, Germany Tel.: +49-221-4726-213 FAX +49-221-4726-298 Tel.: +49-221-478-5713 Mobile: 0160-93874279 Email: voll...@nf.mpg.de http://www.nf.mpg.de smime.p7s Description: S/MIME cryptographic signature RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 & 6, 2012
Re: [rt-users] Cosmetic Bug in RT 4.0.4: "Date and Time" partially visible
Dear Kevin, thanks for the quick answer - solving this particular bug is far from "mission critical" for us, so there is no hurry from our point of view. Warm regards, Stefan On 19.12.2011, at 19:00, Kevin Falcone wrote: > On Fri, Dec 16, 2011 at 08:24:17AM -0800, 20/20 Lab wrote: >> I was also able to reproduce this in Firefox 8, on an XP machine, running >> 4.0.3. Tho I cant >> say I've ever noticed it before. >> >> On 12/16/2011 12:01 AM, Stefan Vollmar wrote: >> >> Hi, >> >> we have found a bug in RT (4.0.4) related to the "Date and Time"-picker >> used to create reminders. To reproduce this bug, select a ticket and >> then click into the "Due" text box in the "Reminders" widget of the >> ticket overview. Next, select a date. If your browser window is not wide >> enough, the time selection ui will be cut off at the windows edge. We >> found this behavior using both Chromium and Firefox on Linux (see >> screenshots). It is probably present in other browsers as well. > > I believe there are two branches open about this, neither of which is > a great fix which is why we haven't merged anything down yet. > > $ git br -a | grep 4.0 | grep time > remotes/origin/4.0/datetimepicker-ui > remotes/origin/4.0/time-picker-overflow-fix > > -kevin > > > RT Training Sessions (http://bestpractical.com/services/training.html) > * Boston ˜ March 5 & 6, 2012 -- Dr. Stefan Vollmar, Dipl.-Phys. Head of IT group Max-Planck-Institut für neurologische Forschung Gleuelerstr. 50, 50931 Köln, Germany Tel.: +49-221-4726-213 FAX +49-221-4726-298 Tel.: +49-221-478-5713 Mobile: 0160-93874279 Email: voll...@nf.mpg.de http://www.nf.mpg.de smime.p7s Description: S/MIME cryptographic signature RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 & 6, 2012
[rt-users] Cosmetic Bug in RT 4.0.4: "Date and Time" partially visible
Hi, we have found a bug in RT (4.0.4) related to the "Date and Time"-picker used to create reminders. To reproduce this bug, select a ticket and then click into the "Due" text box in the "Reminders" widget of the ticket overview. Next, select a date. If your browser window is not wide enough, the time selection ui will be cut off at the windows edge. We found this behavior using both Chromium and Firefox on Linux (see screenshots). It is probably present in other browsers as well. Warm regards, Stefan -- Dr. Stefan Vollmar, Dipl.-Phys. Head of IT group Max-Planck-Institut für neurologische Forschung Gleuelerstr. 50, 50931 Köln, Germany Tel.: +49-221-4726-213 FAX +49-221-4726-298 Tel.: +49-221-478-5713 Mobile: 0160-93874279 Email: voll...@nf.mpg.de http://www.nf.mpg.de <><> smime.p7s Description: S/MIME cryptographic signature RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 & 6, 2012
[rt-users] reply by mail re-opens case?
Hi, quick question: I replied to a mail which had been sent via an RT queue. The corresponding case was closed but apparently re-opened when my reply arrived. Is this the expected behaviour? (I would not mind at all, we just wanted to make sure) Best regards, Stefan -- Dr. Stefan Vollmar, Dipl.-Phys. Head of IT group Max-Planck-Institut für neurologische Forschung Gleuelerstr. 50, 50931 Köln, Germany Tel.: +49-221-4726-213 FAX +49-221-4726-298 Tel.: +49-221-478-5713 Mobile: 0160-93874279 Email: voll...@nf.mpg.de http://www.nf.mpg.de smime.p7s Description: S/MIME cryptographic signature RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 & 6, 2012
[rt-users] How to set a language preference when creating a ticket with the rt CLI?
Hi, we have created a simple web interface for our users - they can now easily create tickets and this works, in general, very well. We have provided some custom templates for our queues (in German) and they are being used by RT. However, we have not yet customized all templates and RT uses the English default templates for the cases where we do not have our own versions. The PHP script that manages the web interface creates tickets in this way: $cmd = "$RTBIN create -t ticket set subject='$subject' set queue='$QUEUE' ... Is there a "set language=..." parameter we could use (sorry, if I have overlooked this in the documentation wiki)? Many help in advance. Warm regards, Stefan -- Dr. Stefan Vollmar, Dipl.-Phys. Head of IT group Max-Planck-Institut für neurologische Forschung Gleuelerstr. 50, 50931 Köln, Germany Tel.: +49-221-4726-213 FAX +49-221-4726-298 Tel.: +49-221-478-5713 Mobile: 0160-93874279 Email: voll...@nf.mpg.de http://www.nf.mpg.de smime.p7s Description: S/MIME cryptographic signature RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 & 6, 2012
[rt-users] Fwd: notify colleagues about a ticket in RT web interface (not by mail)
Dear Thomas, I think I was able to solve it myself: I needed to be logged in as root. I could then save the modified query (from query builder), then select Configuration:Globals:RT-at-a-Glance and replace the default query with the one I had just saved - neat! Warm regards, Stefan Begin forwarded message: > From: Stefan Vollmar > Date: 1. Dezember 2011 22:49:32 MEZ > To: Thomas Sibley > Cc: rt-users@lists.bestpractical.com > Subject: Re: [rt-users] notify colleagues about a ticket in RT web interface > (not by mail) > > Dear Thomas, > > On 01.12.2011, at 15:48, Thomas Sibley wrote: > >> On 12/01/2011 09:17 AM, Stefan Vollmar wrote: >>> [...] Is there a >>> recommended way to notify regular RT users (in the RT web interface) >>> that they should look into a ticket - other than generating mail >>> notifications for them or making them the owner of a case? >> >> A common approach is to add the staff as a ticket AdminCc and add a new >> homepage/dashboard search (or modify the existing ones) to check >> AdminCc.id = '__CurrentUser__' > > > Great, thanks! I think that would solve our current problem. It seems that > > (Owner = '__CurrentUser__' OR Cc.id = '__CurrentUser__' OR > AdminCc.id = '__CurrentUser__') AND (Status = 'new' OR Status = 'open') > > worked when I modified the search filter in a custom dashboard. > Unfortunately, it only worked once, then the old search filter was back in > the custom dashboard. How can I make this modified search filter permanent? > Or even better: how can I change every user's default dashboard so it works > with the above search filter? > > Many thanks in advance! > Warm regards, > Stefan > -- > Dr. Stefan Vollmar, Dipl.-Phys. > Head of IT group > Max-Planck-Institut für neurologische Forschung > Gleuelerstr. 50, 50931 Köln, Germany > Tel.: +49-221-4726-213 FAX +49-221-4726-298 > Tel.: +49-221-478-5713 Mobile: 0160-93874279 > Email: voll...@nf.mpg.de http://www.nf.mpg.de > > > > > > > > RT Training Sessions (http://bestpractical.com/services/training.html) > * Boston ˜ March 5 & 6, 2012 -- Dr. Stefan Vollmar, Dipl.-Phys. Head of IT group Max-Planck-Institut für neurologische Forschung Gleuelerstr. 50, 50931 Köln, Germany Tel.: +49-221-4726-213 FAX +49-221-4726-298 Tel.: +49-221-478-5713 Mobile: 0160-93874279 Email: voll...@nf.mpg.de http://www.nf.mpg.de smime.p7s Description: S/MIME cryptographic signature RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 & 6, 2012
Re: [rt-users] notify colleagues about a ticket in RT web interface (not by mail)
Dear Thomas, On 01.12.2011, at 15:48, Thomas Sibley wrote: > On 12/01/2011 09:17 AM, Stefan Vollmar wrote: >> [...] Is there a >> recommended way to notify regular RT users (in the RT web interface) >> that they should look into a ticket - other than generating mail >> notifications for them or making them the owner of a case? > > A common approach is to add the staff as a ticket AdminCc and add a new > homepage/dashboard search (or modify the existing ones) to check > AdminCc.id = '__CurrentUser__' Great, thanks! I think that would solve our current problem. It seems that (Owner = '__CurrentUser__' OR Cc.id = '__CurrentUser__' OR AdminCc.id = '__CurrentUser__') AND (Status = 'new' OR Status = 'open') worked when I modified the search filter in a custom dashboard. Unfortunately, it only worked once, then the old search filter was back in the custom dashboard. How can I make this modified search filter permanent? Or even better: how can I change every user's default dashboard so it works with the above search filter? Many thanks in advance! Warm regards, Stefan -- Dr. Stefan Vollmar, Dipl.-Phys. Head of IT group Max-Planck-Institut für neurologische Forschung Gleuelerstr. 50, 50931 Köln, Germany Tel.: +49-221-4726-213 FAX +49-221-4726-298 Tel.: +49-221-478-5713 Mobile: 0160-93874279 Email: voll...@nf.mpg.de http://www.nf.mpg.de smime.p7s Description: S/MIME cryptographic signature RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 & 6, 2012
[rt-users] notify colleagues about a ticket in RT web interface (not by mail)
Hi, we have just started using RT and come across this problem: a ticket has been opened (by one of our users via a simplified web interface or internally), somebody in the support group has started working on it (she/he is now the owner) but finds that other colleagues should be involved at some stage. Now using a CC or AdminCC with the "comment" action can be used to notify the colleague that help would be appreciated with this case. However, this notification is mail-based and (in our case) some members of the support group will look at the RT web interface more often than at their mail clients - but the ticket will not show in either of their default ticket lists (it is neither "unowned", nor is it "owned" by them). Is there a recommended way to notify regular RT users (in the RT web interface) that they should look into a ticket - other than generating mail notifications for them or making them the owner of a case? Many thanks in advance for any help with this! Best regards, Stefan -- Dr. Stefan Vollmar, Dipl.-Phys. Head of IT group Max-Planck-Institut für neurologische Forschung Gleueler Str. 50, 50931 Köln, Germany Tel.: +49-221-4726-213 FAX +49-221-4726-298 Tel.: +49-221-478-5713 Mobile: 0160-93874279 E-Mail: voll...@nf.mpg.de http://www.nf.mpg.de smime.p7s Description: S/MIME cryptographic signature RT Training Sessions (http://bestpractical.com/services/training.html) * Boston TBA
[rt-users] Generating tickets by redirecting mail
Hallo, I am new on this list and I did not find a solution to our problem in the mailing list's archive, sorry I have overlooked something. We have just started using RT and are generally quite happy with our setup. We provide a web interface for one support queue that generates tickets, this works well. However, we occasionally want to open a case based on a mail we have received from a user (who does not have an RT account). Forwarding the mail to RT works but the content of tickets generated in this way is awkward to read due to the indentations (quoted text). "Redirecting" the mail (an option of our mail client) yields a properly formatted mail, also it sets the original author as requestor - which we find useful. Unfortunately, it requires that "everybody" needs to have the right to create tickets. Is it possible to work around this problem, e.g. have RT check that the redirected mail was originally sent to one of RT's regular users? Many thanks in advance for any help with this, Stefan -- Dr. Stefan Vollmar, Dipl.-Phys. Head of IT group Max-Planck-Institut für neurologische Forschung Gleuelerstr. 50, 50931 Köln, Germany Tel.: +49-221-4726-213 FAX +49-221-4726-298 Tel.: +49-221-478-5713 Mobile: 0160-93874279 Email: voll...@nf.mpg.de http://www.nf.mpg.de smime.p7s Description: S/MIME cryptographic signature RT Training Sessions (http://bestpractical.com/services/training.html) * Boston TBA
