Re: [rt-users] My Reminders and Custom Lifecycle Statuses
On Wed, Mar 19, 2014 at 01:29:02PM -0700, jderossett wrote: > We are running version 4.2.2 and we are using a custom Lifecycle for all of > our queues. All of the statuses on the lifecycle are custom and we seem to > be having an issue with the "My Reminders" content on the dashboard. > > We are able to add reminders to tickets but they will not show up in the "My > Reminders" section of the dashboard. I think this is related to the status > because I created a reminder on a ticket in a queue with the default > Lifecycle and the reminder shows up as expected. > > I know there is a query that runs "My Reminders" but I cannot find where I > can change it, does anyone have any ideas? I could even use a custom search > if I had the correct query. It would be helpful to know more about your lifecycle, in particular reminder_on_open and reminder_on_resolve. It would also help to know the status of your reminders. You can find them in the database by selecting from the Tickets table where Type is reminder and then looking at the status column. -kevin pgpfsWwLRQL2L.pgp Description: PGP signature -- RT Training - Dallas May 20-21 http://bestpractical.com/training
[rt-users] My Reminders and Custom Lifecycle Statuses
We are running version 4.2.2 and we are using a custom Lifecycle for all of our queues. All of the statuses on the lifecycle are custom and we seem to be having an issue with the "My Reminders" content on the dashboard. We are able to add reminders to tickets but they will not show up in the "My Reminders" section of the dashboard. I think this is related to the status because I created a reminder on a ticket in a queue with the default Lifecycle and the reminder shows up as expected. I know there is a query that runs "My Reminders" but I cannot find where I can change it, does anyone have any ideas? I could even use a custom search if I had the correct query. -- View this message in context: http://requesttracker.8502.n7.nabble.com/My-Reminders-and-Custom-Lifecycle-Statuses-tp56990.html Sent from the Request Tracker - User mailing list archive at Nabble.com. -- RT Training - Dallas May 20-21 http://bestpractical.com/training
Re: [rt-users] My Reminders
Hi Kenn, Thanks for the reply. After composing a reply to you where I ended up saying 'which is exactly what the reminders feature seems to do, usually' I decided to try to reproduce the problem myself. I had originally taken the user's word (User2) that the reminder wasn't showing up for him but after creating a new reminder for him I can see from his login that it is there. He is no longer able to reproduce the problem so I'm chalking this up to user error or, if he insists, sun-spots. cheers ram On Fri, Apr 12, 2013 at 9:12 AM, Kenneth Crocker wrote: > Ram, > > Then why not just create a search that pulls tickets based on your date > and owner parameters and put it in a dashboard and have it go to the guy > instead of giving him permissions that lets him muck around in tickets he > doesn't own? Keeps the problems at a minimum. > > Kenn > > Sent from my Windows Phone > -- > From: Ram > Sent: 4/12/2013 8:58 AM > To: rt-users > Subject: Re: [rt-users] My Reminders > > On Thu, Apr 11, 2013 at 11:06 AM, Ram wrote: >> > Anyone? >> > >> > >> >> Ran into some unexpected behavior today - looking for insight. >> >> >> >> User1 owns a ticket and user2 set a reminder on the ticket - the >> reminder >> >> is owned by user2 AFAICT. User2 does not see the reminder in his 'my >> >> reminders' module. >> >> >> >> Is that the expected behavior? >> >> >> >> >> > >> >> Ram, >> Kinda interested as to why someone other than the owner of the ticket >> managed to even create a reminder. I would think the owner of the ticket >> would not want other people messing with his ticket and only the owner >> would control what happens to the ticket. However, be that as it may, when >> a reminder ticket is created, I believe the OWNER of that tickets gets to >> see the reminders on HIS tickets. >> I may be wrong, but that's how I think it goes. >> Kenn > > > I have a manager who wants to keep an eye on a particular ticket one of > his team-members owns so he can ensure it doesn't stagnate. > > What is the purpose of the 'Owner' drop down in the Reminders portlet on > Ticket/Display.html? > > > > >
Re: [rt-users] My Reminders
Ram, Then why not just create a search that pulls tickets based on your date and owner parameters and put it in a dashboard and have it go to the guy instead of giving him permissions that lets him muck around in tickets he doesn't own? Keeps the problems at a minimum. Kenn Sent from my Windows Phone -- From: Ram Sent: 4/12/2013 8:58 AM To: rt-users Subject: Re: [rt-users] My Reminders On Thu, Apr 11, 2013 at 11:06 AM, Ram wrote: > > Anyone? > > > > > >> Ran into some unexpected behavior today - looking for insight. > >> > >> User1 owns a ticket and user2 set a reminder on the ticket - the > reminder > >> is owned by user2 AFAICT. User2 does not see the reminder in his 'my > >> reminders' module. > >> > >> Is that the expected behavior? > >> > >> > > > > Ram, > Kinda interested as to why someone other than the owner of the ticket > managed to even create a reminder. I would think the owner of the ticket > would not want other people messing with his ticket and only the owner > would control what happens to the ticket. However, be that as it may, when > a reminder ticket is created, I believe the OWNER of that tickets gets to > see the reminders on HIS tickets. > I may be wrong, but that's how I think it goes. > Kenn I have a manager who wants to keep an eye on a particular ticket one of his team-members owns so he can ensure it doesn't stagnate. What is the purpose of the 'Owner' drop down in the Reminders portlet on Ticket/Display.html?
Re: [rt-users] My Reminders
> > On Thu, Apr 11, 2013 at 11:06 AM, Ram wrote: > > Anyone? > > > > > >> Ran into some unexpected behavior today - looking for insight. > >> > >> User1 owns a ticket and user2 set a reminder on the ticket - the > reminder > >> is owned by user2 AFAICT. User2 does not see the reminder in his 'my > >> reminders' module. > >> > >> Is that the expected behavior? > >> > >> > > > > Ram, > Kinda interested as to why someone other than the owner of the ticket > managed to even create a reminder. I would think the owner of the ticket > would not want other people messing with his ticket and only the owner > would control what happens to the ticket. However, be that as it may, when > a reminder ticket is created, I believe the OWNER of that tickets gets to > see the reminders on HIS tickets. > I may be wrong, but that's how I think it goes. > Kenn I have a manager who wants to keep an eye on a particular ticket one of his team-members owns so he can ensure it doesn't stagnate. What is the purpose of the 'Owner' drop down in the Reminders portlet on Ticket/Display.html?
Re: [rt-users] My Reminders
Ram, Kinda interested as to why someone other than the owner of the ticket managed to even create a reminder. I would think the owner of the ticket would not want other people messing with his ticket and only the owner would control what happens to the ticket. However, be that as it may, when a reminder ticket is created, I believe the OWNER of that tickets gets to see the reminders on HIS tickets. I may be wrong, but that's how I think it goes. Kenn On Thu, Apr 11, 2013 at 11:06 AM, Ram wrote: > Anyone? > > >> Ran into some unexpected behavior today - looking for insight. >> >> User1 owns a ticket and user2 set a reminder on the ticket - the reminder >> is owned by user2 AFAICT. User2 does not see the reminder in his 'my >> reminders' module. >> >> Is that the expected behavior? >> >> >
Re: [rt-users] My Reminders
Anyone? > Ran into some unexpected behavior today - looking for insight. > > User1 owns a ticket and user2 set a reminder on the ticket - the reminder > is owned by user2 AFAICT. User2 does not see the reminder in his 'my > reminders' module. > > Is that the expected behavior? > >
[rt-users] My Reminders
Hola folks, Ran into some unexpected behavior today - looking for insight. User1 owns a ticket and user2 set a reminder on the ticket - the reminder is owned by user2 AFAICT. User2 does not see the reminder in his 'my reminders' module. Is that the expected behavior? thanks ram
[rt-users] "My reminders" showing differently than for example linked tickets
In rt when two tickets are linked and one gets closed then the other one shows ticket title crossed with line like: "Refers to : (Create) ---954173: abc something---" (title is crossed with line). I wonder if "My reminders" could do the same? Right now I don't immediately see which reminders are for closed tickets and which are for open ones. Unification here would be nice IMO (so treat this as feature requst, too). -- Arkadiusz Miśkiewicz, arekm / maven.pl -- RT training in Amsterdam, March 20-21: http://bestpractical.com/services/training.html Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T
