Re: [rt-users] New Ticket in

[Emmanuel Lacour]

On Wed, Jan 15, 2014 at 03:41:25PM +, Bryon Baker wrote:
>Hello All
> 

Hello,

>Is there a way to limit the queues listed in the “New ticket in”
>selection?
> 


It's linked to the CreateTicket right the current users hav on queues.

You can also define using the configuration option $DefaultQueue (global
or per-user) the first queue listed in this select box.

Else, you can mangle this with the callback in
share/html/Elements/SelectNewTicketQueue.

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[rt-users] New Ticket in

[Bryon Baker]

Hello All

Is there a way to limit the queues listed in the "New ticket in" selection?

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"

Re: [rt-users] New ticket in: change order

[Tony Arnold]

Donny,

On 24/09/13 20:26, Donny Brooks wrote:
> Is there a way, without messing up something, to change the order of
> queues as they appear in the web interface under "New ticket in:"? We
> have 4 queues currently: CM, CS, General, IS. Nearly everything we
> input is in IS but it defaults to CM which is our change management
> queue. One of my co-workers has a problem with constantly putting
> tickets in the CM queue since it is default.
> 

Not sure how to change the order, but you can set the default using the
following in your RT_SiteConfig.pm

# Set the default queue
Set($DefaultQueue, 'IS');

for example. You will need to restart your WEB server, of course.

Regards,
Tony.
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[rt-users] New ticket in: change order

[Donny Brooks]

Is there a way, without messing up something, to change the order of queues as 
they appear in the web interface under "New ticket in:"? We have 4 queues 
currently: CM, CS, General, IS. Nearly everything we input is in IS but it 
defaults to CM which is our change management queue. One of my co-workers has a 
problem with constantly putting tickets in the CM queue since it is default. 

-- 

Donny B.

-- 
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[rt-users] New ticket in Dropdown size

[Flynn, Timothy J]

Simple question here.  Where do I change the width for the "New ticket
in" dropdown queue list box?  The standard width truncates the names of
our queues.  RT 3.8.4

Thanks!
-Tim
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Re: [rt-users] New Ticket In Queue Alerts

[Stephen Turner]

At Wednesday 8/30/2006 01:07 PM, John McCoy wrote:
I took this one step further and checked to make sure no owner had 
been defined first


 # Nobody is ID 10 on our system
 return 0 unless $self->TicketObj->Owner =~ /^10$/i;


[ Isn't  "=~ /^10$/i " a complicated way of writing "== 10" ? ]

If you don't like hard-coding the Id for Nobody, you can also do this 
comparison:


  return 0 unless $self->TicketObj->OwnerObj->Id == $RT::Nobody->Id;

Steve 


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Re: [rt-users] New Ticket In Queue Alerts

[John McCoy]

I took this one step further and checked to make sure no owner had been 
defined first so new condition of:


[EMAIL PROTECTED] ~]# cat /opt/rt3/local/lib/RT/Condition/NewNoOwner.pm
# Test to see if incoming tickets have no owner set
# By jmccoy on and around July 2006
package RT::Condition::NewNoOwner;


# Bring in setting from RT::Condition::Generic
require RT::Condition::Generic;
use strict;
use vars qw/@ISA/;
@ISA = qw(RT::Condition::Generic);

sub IsApplicable {
 my $self = shift;
 #$RT::Logger->debug('Testing owner on ticket of '. 
$self->TicketObj->Subject .'with owner of '.$self->TicketObj->Owner);

 # Nobody is ID 10 on our system
 return 0 unless $self->TicketObj->Owner =~ /^10$/i;
 $RT::Logger->debug('Detected Ticket with no owner notifing group');
 return 1;
}

eval "require RT::Condition::NewNoOwner_Vendor";
die $@ if ($@ && $@ !~ qr{^Can't locate RT/Condition/NewNoOwner_Vendor.pm});
eval "require RT::Condition::NewNoOwner_Local";
die $@ if ($@ && $@ !~ qr{^Can't locate RT/Condition/NewNoOwner_Local.pm});

1;

Action: Notify Other Recipients

Template: (Note: you could add code to extract members of the queue but 
I set up aliases for finer control)

From: [EMAIL PROTECTED]
To: [EMAIL PROTECTED]
Subject: New Ticket in Infra Queue: {$Ticket->Subject}


There is a new ticket that needs attention:

{ $RT::WebURL }Ticket/Display.html?id={ $Ticket->Id }

Original Email Contents:

{ $Transaction->Content() }


Stage: TransactionCreate



Chris Allermann wrote:
First of all I am rather new to RT, so please forgive me if this is a 
stupid question. I've been searching the wiki and experimenting with 
my install for a couple hours now and have not come up with a working 
solution yet.


My Goal:
I want to set up a queue that will create new tickets via e-mail and 
reply to the requestor with an auto-responder (I have this part 
already working).  I have created a TechSupport group and added 
several members to it, these users have full access to the queue.  
What I would like to do next is when a new ticket is created is to 
send out a generic "There is a new ticket" e-mail alert to all members 
of the TechSupport group.


It seems like it should be a rather straight-forward thing but I can't 
seem to get it to work.  I'd appreciate if anybody can point me in the 
right direction.  Thanks.




--Chris
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*
John McCoy, Jr
Sr. Systems and Network Administrator
Enterprise Technology Services
Golden Gate University
415-442-6560
*

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Re: [rt-users] New Ticket In Queue Alerts

[Alan Premselaar]

-BEGIN PGP SIGNED MESSAGE-
Hash: SHA1

Chris Allermann wrote:
> First of all I am rather new to RT, so please forgive me if this is a
> stupid question. I've been searching the wiki and experimenting with my
> install for a couple hours now and have not come up with a working
> solution yet.
> 
> My Goal:
> I want to set up a queue that will create new tickets via e-mail and
> reply to the requestor with an auto-responder (I have this part already
> working).  I have created a TechSupport group and added several members
> to it, these users have full access to the queue.  What I would like to
> do next is when a new ticket is created is to send out a generic "There
> is a new ticket" e-mail alert to all members of the TechSupport group.
> 
> It seems like it should be a rather straight-forward thing but I can't
> seem to get it to work.  I'd appreciate if anybody can point me in the
> right direction.  Thanks.
> 
> 
> 
> --Chris


Chris,

I basically do this with RT-3.6.1.

I have my group assigned to the queue as an AdminCC and then I have a
global scrip that's condition is "On Create" and the action is "Notify
AdminCcs"

definte your template as necessary and it should work no problem.

(this is defined in Configuration > Global > Scrips)


you can also define per-queue scrips in Configuration > Queues >
[queue_name] > Scrips


hope this helps,

Alan
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[rt-users] New Ticket In Queue Alerts

[Chris Allermann]

First of all I am rather new to RT, so please forgive me if this is a 
stupid question. I've been searching the wiki and experimenting with my 
install for a couple hours now and have not come up with a working 
solution yet.


My Goal:
I want to set up a queue that will create new tickets via e-mail and 
reply to the requestor with an auto-responder (I have this part already 
working).  I have created a TechSupport group and added several members 
to it, these users have full access to the queue.  What I would like to 
do next is when a new ticket is created is to send out a generic "There 
is a new ticket" e-mail alert to all members of the TechSupport group.


It seems like it should be a rather straight-forward thing but I can't 
seem to get it to work.  I'd appreciate if anybody can point me in the 
right direction.  Thanks.




--Chris
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