Re: [rt-users] Pls urgent help about double requestors for each new ticket
Hello Ken, i have following scrips when some ticket is created 3 On Create Autoreply To RequestorsTransactionCreate On Create Autoreply To Requestors Autoreply 4 On Create Notify AdminCcs TransactionCreate On Create Notify AdminCcsTransaction 15 On Create Notify Other Recipients TransactionCreate On Create Notify Other RecipientsTransaction 13 On Create Notify Owner TransactionCreate On Create Notify Owner Transaction R i Z. Ken Crocker wrote: Softouch, Have you created any scrips that activate when a ticket is created? Otherwise, that's crazy. I can't see any reason that the vanilla RT would ever do that. It doesn't make sense and I can't think of any configuration settings that would do it either. The only thing I can think of is some scrip that is doing it. Kenn LBNL On 2/18/2010 9:49 PM, softouch wrote: Dear Ken, lets assume that i have user A,B,C,D in my RT. When User A is creating a ticket in the queue and making some one owner of Ticket out of RT Members, after ticket creation RT is showing Two Requester for this Ticket. One is User A who actually created the Ticket. Second randomly from B,C,D. i am unable to understand that why and when second requester is inserted inside the ticket. now when ever some correspondence is made with Requester , RT is sending Email to Two Requester. Hope i have explained my problem more precisely. Thanks, R i Z Ken Crocker wrote: Softouch, Your question is a bit vague. Are you having a problem segregating notifications? A problems distinguishing the difference between a ticket Creator and a Ticket Requestor? There are several relationships a user can have with a ticket. At the Queue level, they can be a watcher (either AdminCc or Cc). That implies that they want whatever notifications you set to go out for ALL tickets in that Queue. Then there are the Ticket watchers, which includes AdminCc, Cc, Owners (of which there can ONLY be one per ticket) and Requestors (of which there can be MANY per ticket). These watchers are called Roles which are basically Psuedo groups. The can have rights just like User-defined groups for a particular Queue and even globally. A Creator is neither a role or psuedo group of any kind and therefore /cannot have any rights/.nor be a /selected recipient of a notification/. A Ticket Creator is merely a ticket level field that retains the ID number of the user that /actually created/ (Via email or WebUI) the ticket and this user can be a different user than the Owner OR Requestor(s). You can display this persons User Name/Email address in any Query, however. Please define more succinctly exactly what your problem is and I'll try to help. Kenn LBNL On 2/18/2010 4:15 AM, softouch wrote: Hello. whenever my RT users are creating ticket in some queue, ticket is created by two owners. one who is actually creating the ticket and other it selects randomly between different RT Admins. please help me to sort out the reason of this issue. R i Z. View this message in context: Pls urgent help about double requestors for each new ticket Sent from the Request Tracker - User mailing list archive at Nabble.com. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets
[rt-users] Pls urgent help about double requestors for each new ticket
Hello. whenever my RT users are creating ticket in some queue, ticket is created by two owners. one who is actually creating the ticket and other it selects randomly between different RT Admins. please help me to sort out the reason of this issue. R i Z. -- View this message in context: http://old.nabble.com/Pls-urgent-help-about-double-requestors-for-each-new-ticket-tp27637404p27637404.html Sent from the Request Tracker - User mailing list archive at Nabble.com. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Pls urgent help about double requestors for each new ticket
Dear Ken, lets assume that i have user A,B,C,D in my RT. When User A is creating a ticket in the queue and making some one owner of Ticket out of RT Members, after ticket creation RT is showing Two Requester for this Ticket. One is User A who actually created the Ticket. Second randomly from B,C,D. i am unable to understand that why and when second requester is inserted inside the ticket. now when ever some correspondence is made with Requester , RT is sending Email to Two Requester. Hope i have explained my problem more precisely. Thanks, R i Z Ken Crocker wrote: Softouch, Your question is a bit vague. Are you having a problem segregating notifications? A problems distinguishing the difference between a ticket Creator and a Ticket Requestor? There are several relationships a user can have with a ticket. At the Queue level, they can be a watcher (either AdminCc or Cc). That implies that they want whatever notifications you set to go out for ALL tickets in that Queue. Then there are the Ticket watchers, which includes AdminCc, Cc, Owners (of which there can ONLY be one per ticket) and Requestors (of which there can be MANY per ticket). These watchers are called Roles which are basically Psuedo groups. The can have rights just like User-defined groups for a particular Queue and even globally. A Creator is neither a role or psuedo group of any kind and therefore /cannot have any rights/.nor be a /selected recipient of a notification/. A Ticket Creator is merely a ticket level field that retains the ID number of the user that /actually created/ (Via email or WebUI) the ticket and this user can be a different user than the Owner OR Requestor(s). You can display this persons User Name/Email address in any Query, however. Please define more succinctly exactly what your problem is and I'll try to help. Kenn LBNL On 2/18/2010 4:15 AM, softouch wrote: Hello. whenever my RT users are creating ticket in some queue, ticket is created by two owners. one who is actually creating the ticket and other it selects randomly between different RT Admins. please help me to sort out the reason of this issue. R i Z. View this message in context: Pls urgent help about double requestors for each new ticket http://old.nabble.com/Pls-urgent-help-about-double-requestors-for-each-new-ticket-tp27637404p27637404.html Sent from the Request Tracker - User mailing list archive http://old.nabble.com/Request-Tracker---User-f572.html at Nabble.com. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- View this message in context: http://old.nabble.com/Pls-urgent-help-about-double-requestors-for-each-new-ticket-tp27637404p27649982.html Sent from the Request Tracker - User mailing list archive at Nabble.com. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Any RT Guru to help me Forward a Ticket just like Comment or Correspond??
Hello. i need to forward a ticket to some person outside RT, just like same as Comment or Correspond, so that forward should also be treated as an transaction and could be recorded in Ticket History. Please reply any one, i need this desperately. Thanks, R i Z -- View this message in context: http://old.nabble.com/Any-RT-Guru-to-help-me-Forward-a-Ticket-just-like-%22Comment-or-Correspond%22---tp27606966p27606966.html Sent from the Request Tracker - User mailing list archive at Nabble.com. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Anyone have RT Development Guide ???
Hello. i want to make development changes in RT. any one can guide me from where to start or is there RT Development Guide is available to start??? -- View this message in context: http://old.nabble.com/Anyone-have-RT-Development-Guide-tp27591463p27591463.html Sent from the Request Tracker - User mailing list archive at Nabble.com. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Please Help to Create Scheduled Auto Tickets for Specific Groups.
Hello. i need to notify my system domain members about Due daily, weekly and monthly maintenance activities by creating scheduled (daily, weekly and monthly) automatic tickets for each User group. Please guide me that how can create schedules in RT for automatic ticket creation and also assigning them to their respected owners automatically at the time of creation. R i Z. -- View this message in context: http://old.nabble.com/Please-Help-to-Create-Scheduled-Auto-Tickets-for-Specific-Groups.-tp27575688p27575688.html Sent from the Request Tracker - User mailing list archive at Nabble.com. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] How to add custom text in a forwarded ticket to some third party outside RT Organization
Hello. if i want to forward some ticket to such person who is not member of RT. i used forward option in Ticket. but i can't put custom text for this message as there is no option available. how to add some custom text in a forwarded ticket and also how to send this custom text to the receiving person? because whenever i forward some ticket to some one only a single message This is a forward of ticket #... is forwarding at the other end. i have changed the Forward Ticket template. but still its showing the same text. pls help. Thanks, R i Z -- View this message in context: http://old.nabble.com/How-to-add-custom-text-in-a-forwarded-ticket-to-some-third-party-outside-RT-Organization-tp27532152p27532152.html Sent from the Request Tracker - User mailing list archive at Nabble.com. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] how to delete tickets in RT
Thankz a lot dear, i have successfully deleted the test tickets. i also want to reset the ticket counter to 0. so that when i am going to operational launch of system, it should be a fresh one. Alberto Villanueva wrote: Hello, You must use Shredder. When you execute a query in tickets, and you are administrator, it will appear a new option in the horizontal menu called Shredder. Also, you can delete tickets from command line. You have more information in next links: - http://wiki.bestpractical.com/view/Shredder - http://wiki.bestpractical.com/view/ShredderControl Regards, Hello. after installation of Fresh RT, there is a bulk of test tickets in rt DB. i want to remove these tickets before commencing operational launch of my system. please help me to remove these tickets. also after deletion of tickets ticket counter no should be reset. also kindly help me to change the ticket status menu items like if i want to rename ticket status open to some thing else, where should i apply this change and how. Thanks in Advance, R i Z -- Alberto Villanueva Departamento de Industria __ C/Campezo, 1, Edificio 1, Planta 4 28022 Madrid, Spain Tel : + 34 91 550 41 00 Fax: + 34 91 415 61 53 www.altran.es Antes de imprimir este mensaje, asegúrate de que es necesario. Proteger el medio ambiente está también en tu mano. En cumplimiento de la Ley Orgánica 15/1999, con fecha 13 de diciembre, de Protección de Datos de Carácter Personal, y la Ley 34/2002, con fecha 11 de julio, de Servicios de la Sociedad de la Información y de comercio electrónico, le comunicamos que su dirección de correo electrónico forma parte de un fichero del que es responsable Altran España, y que garantiza la confidencialidad y seguridad de sus datos. Tiene usted derecho al acceso, rectificación y cancelación de sus datos en los términos establecidos en la Ley Orgánica 15/1999 de Protección de Datos de Carácter Personal y demás normativa concordante, dirigiéndose a nuestra dirección anteriormente señalada o por medio de correo electrónico: comunicac...@altran.es. AVISO LEGAL: Este mensaje, junto con cualquier fichero adjunto, está dirigido a su destinatario y es confidencial. Cualquier distribución, uso o reproducción sin consentimiento del remitente está estrictamente prohibido. Si ha recibido este mensaje por error, por favor proceda a ponerlo en conocimiento del remitente por e-mail y a borrarlo de su sistema sin realizar copias. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- View this message in context: http://old.nabble.com/how-to-delete-tickets-in-RT-tp2756p27512620.html Sent from the Request Tracker - User mailing list archive at Nabble.com. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] How to reset ticket # counter
Is there any one who can help me to reset the ticket counter to 0. as i have deleted all test mails from dB so i also want to reset the thicket counter. which table contains information about ticket counter? -- View this message in context: http://old.nabble.com/How-to-reset-ticket---counter-tp27520320p27520320.html Sent from the Request Tracker - User mailing list archive at Nabble.com. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] I Need urgent help about very unsual issue
Hello Folks, i have installed RT3.8.7 on Ubuntu 8.4 a couple of week ago. in beginning every thing was working smoothly but from last couple of days i am facing very strange issue. All other functions of RT are working fine except. it happening that when ever i am trying to do any thing about some ticket like Search, Comment, Reply, etc. so when i am clicking submit/search or update button, my browser got lost and i got page can't be found issue. in the background that action is performed. when i checked my browser address box. i found that when ever rt is replying back against some action which i have already submitted, URL pattern is corrupted. Like i was trying to search a ticket by using simple search so as i typed the ticket no in the box and clicked Search page can't be displayed error is displaying on the screen while following URL is showing the Address bar https://mydomain.comticket/Display.html?id=12; look at the .comticket portion. there should be a / between .com and ticket also ticket should be Ticket. when i edit this manually every thing went ok. i have tested each option by reinstalling RT, Apache etc. but no success. please help me to resolve this issue. Rizwan. -- View this message in context: http://old.nabble.com/I-Need-urgent-help-about-very-unsual-issue-tp27498390p27498390.html Sent from the Request Tracker - User mailing list archive at Nabble.com. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] I Need urgent help about very unusual issue
Guys my problem is resolved by the suggestion provided by Raed El-Hames. Hats off to Him... :) softouch wrote: Hello Folks, i have installed RT3.8.7 on Ubuntu 8.4 a couple of week ago. in beginning every thing was working smoothly but from last couple of days i am facing very strange issue. All other functions of RT are working fine except. it happening that when ever i am trying to do any thing about some ticket like Search, Comment, Reply, etc. so when i am clicking submit/search or update button, my browser got lost and i got page can't be found issue. in the background that action is performed. when i checked my browser address box. i found that when ever rt is replying back against some action which i have already submitted, URL pattern is corrupted. Like i was trying to search a ticket by using simple search so as i typed the ticket no in the box and clicked Search page can't be displayed error is displaying on the screen while following URL is showing the Address bar https://mydomain.comticket/Display.html?id=12; look at the .comticket portion. there should be a / between .com and ticket also ticket should be Ticket. when i edit this manually every thing went ok. i have tested each option by reinstalling RT, Apache etc. but no success. please help me to resolve this issue. Rizwan. -- View this message in context: http://old.nabble.com/I-Need-urgent-help-about-very-unusual-issue-tp27498390p27498593.html Sent from the Request Tracker - User mailing list archive at Nabble.com. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] How to change footer note in RT Web pages.
Hello Folks how can i change the »|« RT 3.8.7 Copyright 1996-2009 Best Practical Solutions, LLC. string from the RT web pages?? also how to change the legal statement from Login page. Thanking in Advance. R i Z. -- View this message in context: http://old.nabble.com/How-to-change-footer-note-in-RT-Web-pages.-tp27498799p27498799.html Sent from the Request Tracker - User mailing list archive at Nabble.com. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] how to delete tickets in RT
Hello. after installation of Fresh RT, there is a bulk of test tickets in rt DB. i want to remove these tickets before commencing operational launch of my system. please help me to remove these tickets. also after deletion of tickets ticket counter no should be reset. also kindly help me to change the ticket status menu items like if i want to rename ticket status open to some thing else, where should i apply this change and how. Thanks in Advance, R i Z -- View this message in context: http://old.nabble.com/how-to-delete-tickets-in-RT-tp2756p2756.html Sent from the Request Tracker - User mailing list archive at Nabble.com. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
