[rt-users] Notify Group when un-owned ticket is created
I would like to notify the members of a particular group when a ticket is created (via email or the guy) without an owner already assigned. Sadly, I have no idea how to go about this. Is there a section on the wiki that deals with stuff like this? --- Jason Marshall, Unix Geek, Kelman Technologies, Inc., Calgary, AB, Canada. From a Sun Microsystems bug report (#4102680): Workaround: don't pound on the mouse like a wild monkey. I have great faith in fools: Self confidence my friends call it. -Edgar Allan Poe ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
Re: [rt-users] Notify Group when un-owned ticket is created
Ruslan provided this information to me about a month ago. I'm a complete newbie when it comes to RT -- I've set it up, but have never tried to make it do anything doesn't do out-of-the-box. As you can see, I need to make it do something different now, and I'm afraid I'm completely lost. I've stumbled around all day, and this is what I've come up with. Please correct me if I'm wrong. I've created a new Scrip and named it NewTicketNoOwner. The condition is On Create, the action is User Defined, the template is Global Template == Correspondence. The custom condition I've got set to: return undef unless ($self-TransactionObj-Owner eq Nobody); return 1; I'm not sure whether I want to return 1 or 0, or maybe anything at all??? I also have no idea how to use RT-Action-NotifyGroup. I've read all the docs on it I can find, and none of it makes sense to me (I'm not a perl guy, and this object-oriented-looking perl is just that much further away from anything I can relate to). Thanks in advance for any help anyone can provide. I hope I'm at least on the right track!! write custom condition on create and has no owner for action use: http://search.cpan.org/~ruz/RT-Action-NotifyGroup On 6/16/06, Jason Marshall [EMAIL PROTECTED] wrote: I would like to notify the members of a particular group when a ticket is created (via email or the guy) without an owner already assigned. Sadly, I have no idea how to go about this. Is there a section on the wiki that deals with stuff like this? --- Jason Marshall, Unix Geek, Kelman Technologies, Inc., Calgary, AB, Canada. From a Sun Microsystems bug report (#4102680): Workaround: don't pound on the mouse like a wild monkey. I have great faith in fools: Self confidence my friends call it. -Edgar Allan Poe ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html -- Best regards, Ruslan. --- Jason Marshall, Unix Geek, Kelman Technologies, Inc., Calgary, AB, Canada. From a Sun Microsystems bug report (#4102680): Workaround: don't pound on the mouse like a wild monkey. I have great faith in fools: Self confidence my friends call it. -Edgar Allan Poe ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
[rt-users] help! RT::Action::NotifyGroup help!
Good morning! Let me begin by saying I am NOT a perl programmer, and I
have no idea what I'm doing.
I have made a custom condition that tries to invoke
RT::Action::NotifyGroup in the commit stage, but I can't make it do
anything.
I've tried all the random stupid stuff I can think of, but haven't hit the
right combination of guesses yet.
Right now, I have:
require RT::Action::NotifyGroup;
$RT::Action::NotifyGroup-SetRecipients('Systems');
in the Custom action cleanup code: section.
The error I get in the logfile is:
[Thu Aug 24 15:44:17 2006] [error]: Scrip 15 Commit failed: Can't call
method SetRecipients on an undefined value at (eval 450) line 2.
To me, this means nothing. What is it saying is undefined? Is it
expecting more arguments? I've tried pretty well everything I can think
of...
Thanks in advance!!
---
Jason Marshall, Unix Geek, Kelman Technologies, Inc., Calgary, AB, Canada.
From a Sun Microsystems bug report (#4102680):
Workaround: don't pound on the mouse like a wild monkey.
I have great faith in fools:
Self confidence my friends call it. -Edgar Allan Poe
___
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
Community help: http://wiki.bestpractical.com
Commercial support: [EMAIL PROTECTED]
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] help! RT::Action::NotifyGroup help!
Most probably you want to add a group instead of users, so you would
be able to add users to the group from RT UI and scrip action will
pick up new members automatically.
Thanks Ruslan, that sounds very sensible.
I have run the -admin tool, and created a notifygroup entity called
Systems which a group named 'Systems'.
# /usr/local/rt-3.4.5/local/sbin/rt-notify-group-admin --list
Name: Systems
Module: NotifyGroup
Members:
Group = Systems
Now, I still appear to have issues with my syntax.
after the use RT::Action::Notify; line, I have just one more line in the
cleanup section:
$RT::Action::NotifyGroup-SetRecipients('Systems');
which gives this error:
[Thu Aug 24 17:11:55 2006] [error]: Scrip 15 Commit failed: Can't call
method SetRecipients on an undefined value at (eval 858) line 2.
I once again offer the excuse of not being a perl programmer, sorry...
---
Jason Marshall, Unix Geek, Kelman Technologies, Inc., Calgary, AB, Canada.
From a Sun Microsystems bug report (#4102680):
Workaround: don't pound on the mouse like a wild monkey.
I have great faith in fools:
Self confidence my friends call it. -Edgar Allan Poe
___
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
Community help: http://wiki.bestpractical.com
Commercial support: [EMAIL PROTECTED]
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] help! RT::Action::NotifyGroup help!
Now open RT WebUI and create scrip:
condition: on correspondence
action: systems - it should be available after you've created it with script
template: correspondence
stage: transaction create
You don't have to write any bit of code.
Oh!! You've made it far too easy -- I was not expecting that. Thanks
very much for your help, it does what it should now, thanks.
Though my custom condition looks like it needs work...
On 8/24/06, Jason Marshall [EMAIL PROTECTED] wrote:
Most probably you want to add a group instead of users, so you would
be able to add users to the group from RT UI and scrip action will
pick up new members automatically.
Thanks Ruslan, that sounds very sensible.
I have run the -admin tool, and created a notifygroup entity called
Systems which a group named 'Systems'.
# /usr/local/rt-3.4.5/local/sbin/rt-notify-group-admin --list
Name: Systems
Module: NotifyGroup
Members:
Group = Systems
Now, I still appear to have issues with my syntax.
after the use RT::Action::Notify; line, I have just one more line in the
cleanup section:
$RT::Action::NotifyGroup-SetRecipients('Systems');
which gives this error:
[Thu Aug 24 17:11:55 2006] [error]: Scrip 15 Commit failed: Can't call
method SetRecipients on an undefined value at (eval 858) line 2.
I once again offer the excuse of not being a perl programmer, sorry...
---
Jason Marshall, Unix Geek, Kelman Technologies, Inc., Calgary, AB, Canada.
From a Sun Microsystems bug report (#4102680):
Workaround: don't pound on the mouse like a wild monkey.
I have great faith in fools:
Self confidence my friends call it. -Edgar Allan Poe
--
Best regards, Ruslan.
---
Jason Marshall, Unix Geek, Kelman Technologies, Inc., Calgary, AB, Canada.
From a Sun Microsystems bug report (#4102680):
Workaround: don't pound on the mouse like a wild monkey.
I have great faith in fools:
Self confidence my friends call it. -Edgar Allan Poe
___
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
Community help: http://wiki.bestpractical.com
Commercial support: [EMAIL PROTECTED]
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
[rt-users] Create tickets in bulk using the CLI?
Hi there, I've spent some time reading what little I could find on this topic, but if I've obviously missed an article somewhere please point me in the right direction, thanks. I've got an old ticket system here, I'm not even sure what it's called. I need to export tickets from this into a format that's read-innable by RT3 (3.4.5). I thought the CLI would be ideal for this, but I cannot convince it to read a pre-formatted form for a new ticket from STDIN. What I'd hoped to do was massage the tickets from the old system into this format en masse: id: ticket/new Queue: Requestor: jasonm Subject: Fix whatever problem Cc: AdminCc: Owner: rtusersoandso Status: new Priority: InitialPriority: FinalPriority: TimeEstimated: 0 Starts: 2005-01-30 16:25:13 Due: 2007-01-30 16:25:13 Text: This is the body... and then have RT do its thing via the CLI to import them all. Has anyone got any idea how to make that work? Thanks in advance!! --- Jason Marshall, Unix Geek, Kelman Technologies, Inc., Calgary, AB, Canada. From a Sun Microsystems bug report (#4102680): Workaround: don't pound on the mouse like a wild monkey. I have great faith in fools: Self confidence my friends call it. -Edgar Allan Poe ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Set started date upon opening+owning of a ticket
I'd like to set up RT so that the started date is automatically entered into the ticket once the ticket is owned by someone, and opened. From what I can tell, the started date is filled in automagically, but only when someone replies to the ticket (there may be other circumstances). I'm sure I'll need some sort of scrip for this, but I have no idea what to put in the user-defined parts to make it 'go'. Thanks in advance! --- Jason Marshall, Unix Geek, Kelman Technologies, Inc., Calgary, AB, Canada. From a Sun Microsystems bug report (#4102680): Workaround: don't pound on the mouse like a wild monkey. I have great faith in fools: Self confidence my friends call it. -Edgar Allan Poe ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Set started date upon opening+owning of a ticket
Try next tests: * create a ticket, click the open action and look on the dates box * create a ticket, click the resolve action and look on the dates box Hi Ruslan, it does work the way you describe, though what I wanted to do was auto-open the ticket the first time it's viewed by its owner, if that's even possible. The way it is now assumes that people will remember to click open as soon as they start working on a ticket. Which isn't to say my proposed way is any better, for if someone opens the ticket to see what it's all about, but they're not prepared to begin working on it, it will still set the start date on the ticket... I'm not sure which way is best, but I am leaning toward the current default behavior... Thanks!! --- Jason Marshall, Unix Geek, Kelman Technologies, Inc., Calgary, AB, Canada. From a Sun Microsystems bug report (#4102680): Workaround: don't pound on the mouse like a wild monkey. I have great faith in fools: Self confidence my friends call it. -Edgar Allan Poe ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Set started date upon opening+owning of a ticket
Depends on your workflow, but I can suggest one sane idea: * adjust auto-open to not open ticket when one of requesters send a message to new ticket, so messages like oh, I forgot to add this info wouldn't open ticket It currently behaves like your recommendation. I replied to the autoreply email, and it did not auto-open the ticket. I don't think I did anything special to make that happen -- perhaps it's the default? * create a scrip that opens a ticket when people take it and train your team to take things only when they start working on the problem We tend to assign tickets when they're created, as few of our tickets are created from emails from the user community (at this time, anyway). Thanks for your help Ruslan -- I think I may be able to talk my boss into accepting the current (default) behavior as the best behavior. --- Jason Marshall, Unix Geek, Kelman Technologies, Inc., Calgary, AB, Canada. From a Sun Microsystems bug report (#4102680): Workaround: don't pound on the mouse like a wild monkey. I have great faith in fools: Self confidence my friends call it. -Edgar Allan Poe ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Can anyone help a n00b with a scrip?
Hi all, I've installed RT3 again after a long absence, and I'm reminded once again how abysmal my Perl skills are. What I'd like is this: A ticket is opened via email (or whatever), and as a result doesn't have an owner. I'd like an email to go out to everyone who has OwnTicket rights in that queue so that people are informed of the arrival of a new ticket. Keeners can take a ticket for themselves, or the boss can assign the tickets to whoever he wants. The important part is that people are made aware of the new ticket without having to log in and check. Maybe there's a way to do this without writing a scrip and template, but if there is, it's not obvious to me... Any help, either cluing me in to the right way to accomplish this, or with the scrip would be much appreciated! Thanks!!!
Re: [rt-users] Can anyone help a n00b with a scrip?
You just have to set those people as AdminCc of the queue. Rt comes with a default configuration that send notification when a new ticket enter the system, to AdminCc of the queue. Thanks Emmanuel! I looked at this but dismissed it because I thought it would spam everyone with OwnTicket rights every time the ticket was updated (which isn't what I want). I will give it a try today and see if this works for me! There's probably a way to say don't spam the AdminCc's somehow!).
[rt-users] Promoting a user who was autocreated to real user status...
Maybe it's just late and I'm having brain fade, but Google is failing me right now. Maybe what I hope to do is impossible, though it seems like something people would want to do. I've got a user, let's call her Annie. She has submitted tickets via email to at least one queue, so she has an account in the Users table. Now I'm setting up another queue which I need her to have privileges in. I tried to create an annie account the manual way, and it says her email address is already in use, which is of course quite true. So how do I now promote her so I can grant her some rights? For now I just created an account with an alternate email address, but I can see this coming up a lot. Again, my apologies if this is incredibly obvious. I find that quite a few simple things in RT3 confound me, so this is just another one to add to the list if that's the case. But I still think it's pretty awesome. Thanks in advance! PS. I'm using v3.8.8 if it matters. --- Jason Marshall, IT Manager, Kelman Technologies, Inc., Calgary, AB, Canada. From a Sun Microsystems bug report (#4102680): Workaround: don't pound on the mouse like a wild monkey. I have great faith in fools: Self confidence my friends call it. -Edgar Allan Poe
[rt-users] cc:'s and replies driving me bonkers!
Surely this is something a lot of you deal with... User sends our support queue an email, and cc:'s her supervisor so he gets added as a CC. Ticket is created, all's well. Supervisor replies to the original (non-rt-generated) message he was cc:ed on, leaving our support queue in the recipient list, which seems like a good idea. Second ticket is created because the subject lacks the [queue #xxx] at the beginning. User replies to her supervisor's email, which is a direct reply to her. Still no [queue #xxx] in subject, rt still cc:ed. Third damned ticket is created. And so on and so on. How can this be avoided? Obviously, not replying to the non-rt-generated email is the right answer, but we all know that's not going to be advice that's followed religiously. Most of our users are not power users and even those who are won't likely remember to do that all the time. Is there a magic flag that can be turned on that prevents this kind of behavior by perhaps stripping the re: and comparing the subject to tickets that have been opened somewhat recently, or maybe it could notice the subject is the same as a ticket that has the replier as originator or cc already? I'm really stretching here... Failing that, how the heck do you deal with this?? Thanks! PS. RT 3.8.8 --- Jason Marshall IT Manager Kelman Data Management RT Training Sessions (http://bestpractical.com/services/training.html) * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
[rt-users] Searching on Custom Fields
Hi all, I looked through the archives as best I could and didn't see anything specifically about this issue. RT 3.8.8 I've got a queue with 2 custom fields associated with it (they're not global custom fields). Click on Tickets, then New Search. Select the queue, and hit Add These Terms, and one of the two custom fields shows up in the Add Criteria section, but not both. Smells like a bug. Anyone know if this works right in a later 3.x release? Or is this happening only to me? Thanks in advance! --- Jason Marshall IT Manager Kelman Data Management RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] Searching on Custom Fields
Can I post those to the list without getting yelled at? A few screenshots would be helpful to better understand situation and try to reproduce. On Sat, Feb 18, 2012 at 03:06, Jason Marshall jas...@kelman.com wrote: Hi all, I looked through the archives as best I could and didn't see anything specifically about this issue. RT 3.8.8 I've got a queue with 2 custom fields associated with it (they're not global custom fields). Click on Tickets, then New Search. Select the queue, and hit Add These Terms, and one of the two custom fields shows up in the Add Criteria section, but not both. Smells like a bug. Anyone know if this works right in a later 3.x release? Or is this happening only to me? Thanks in advance! --- Jason Marshall IT Manager Kelman Data Management RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012 -- Best regards, Ruslan. --- Jason Marshall IT Manager Kelman Data Management 403.294.7557 RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] Searching on Custom Fields
1. http://scrambling.ca/crap/rt-users_1_list-of-cfs.png shows the list of cf's associated with this queue (Systems). 2. http://scrambling.ca/crap/rt-users_2_show-two-cfs.png shows a random ticket's CF's (ticket is in Systems queue). 3. http://scrambling.ca/crap/rt-users_3_query-builder.png shows the query builder after specifying the Queue='Systems'. Note that IT Category shows up, but Center does not. 4. http://scrambling.ca/crap/rt-users_4_it-category-config.png IT Category config. 5. http://scrambling.ca/crap/rt-users_5_it-category-appliesto.png IT Category applies-to list. 6. http://scrambling.ca/crap/rt-users_6_center-config.png Center config. 7. http://scrambling.ca/crap/rt-users_7_center-applies-to.png Center applies-to. Let me know if it would be helpful to see any other stuff! Thanks all! A few screenshots would be helpful to better understand situation and try to reproduce. On Sat, Feb 18, 2012 at 03:06, Jason Marshall jas...@kelman.com wrote: Hi all, I looked through the archives as best I could and didn't see anything specifically about this issue. RT 3.8.8 I've got a queue with 2 custom fields associated with it (they're not global custom fields). Click on Tickets, then New Search. Select the queue, and hit Add These Terms, and one of the two custom fields shows up in the Add Criteria section, but not both. Smells like a bug. ??Anyone know if this works right in a later 3.x release? ??Or is this happening only to me? Thanks in advance! --- Jason Marshall IT Manager Kelman Data Management RT Training Sessions (http://bestpractical.com/services/training.html) * Boston ??March 5 6, 2012 -- Best regards, Ruslan. --- Jason Marshall IT Manager Kelman Data Management 403.294.7557 RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] Searching on Custom Fields
I did all my testing as jasonm and one other non-root user. Shall I try it as root? Do you test query builder as root or jasonm? On Tue, Feb 21, 2012 at 20:36, Jason Marshall jas...@kelman.com wrote: 1. http://scrambling.ca/crap/rt-users_1_list-of-cfs.png shows the list of cf's associated with this queue (Systems). 2. http://scrambling.ca/crap/rt-users_2_show-two-cfs.png shows a random ticket's CF's (ticket is in Systems queue). 3. http://scrambling.ca/crap/rt-users_3_query-builder.png shows the query builder after specifying the Queue='Systems'. Note that IT Category shows up, but Center does not. 4. http://scrambling.ca/crap/rt-users_4_it-category-config.png IT Category config. 5. http://scrambling.ca/crap/rt-users_5_it-category-appliesto.png IT Category applies-to list. 6. http://scrambling.ca/crap/rt-users_6_center-config.png Center config. 7. http://scrambling.ca/crap/rt-users_7_center-applies-to.png Center applies-to. Let me know if it would be helpful to see any other stuff! Thanks all! A few screenshots would be helpful to better understand situation and try to reproduce. On Sat, Feb 18, 2012 at 03:06, Jason Marshall jas...@kelman.com wrote: Hi all, I looked through the archives as best I could and didn't see anything specifically about this issue. RT 3.8.8 I've got a queue with 2 custom fields associated with it (they're not global custom fields). Click on Tickets, then New Search. Select the queue, and hit Add These Terms, and one of the two custom fields shows up in the Add Criteria section, but not both. Smells like a bug. Anyone know if this works right in a later 3.x release? Or is this happening only to me? Thanks in advance! --- Jason Marshall IT Manager Kelman Data Management RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012 -- Best regards, Ruslan. --- Jason Marshall IT Manager Kelman Data Management 403.294.7557 -- Best regards, Ruslan. --- Jason Marshall IT Manager Kelman Data Management 403.294.7557 RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] Searching on Custom Fields
Hey! It works like it should as root! Do you test query builder as root or jasonm? On Tue, Feb 21, 2012 at 20:36, Jason Marshall jas...@kelman.com wrote: 1. http://scrambling.ca/crap/rt-users_1_list-of-cfs.png shows the list of cf's associated with this queue (Systems). 2. http://scrambling.ca/crap/rt-users_2_show-two-cfs.png shows a random ticket's CF's (ticket is in Systems queue). 3. http://scrambling.ca/crap/rt-users_3_query-builder.png shows the query builder after specifying the Queue='Systems'. Note that IT Category shows up, but Center does not. 4. http://scrambling.ca/crap/rt-users_4_it-category-config.png IT Category config. 5. http://scrambling.ca/crap/rt-users_5_it-category-appliesto.png IT Category applies-to list. 6. http://scrambling.ca/crap/rt-users_6_center-config.png Center config. 7. http://scrambling.ca/crap/rt-users_7_center-applies-to.png Center applies-to. Let me know if it would be helpful to see any other stuff! Thanks all! A few screenshots would be helpful to better understand situation and try to reproduce. On Sat, Feb 18, 2012 at 03:06, Jason Marshall jas...@kelman.com wrote: Hi all, I looked through the archives as best I could and didn't see anything specifically about this issue. RT 3.8.8 I've got a queue with 2 custom fields associated with it (they're not global custom fields). Click on Tickets, then New Search. Select the queue, and hit Add These Terms, and one of the two custom fields shows up in the Add Criteria section, but not both. Smells like a bug. Anyone know if this works right in a later 3.x release? Or is this happening only to me? Thanks in advance! --- Jason Marshall IT Manager Kelman Data Management RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012 -- Best regards, Ruslan. --- Jason Marshall IT Manager Kelman Data Management 403.294.7557 -- Best regards, Ruslan. --- Jason Marshall IT Manager Kelman Data Management 403.294.7557 RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
[rt-users] My Day -- need to change comment to reply
I tried to search for this, but couldn't find much. Running 3.8.8, and need the comments entered into My Day to go to the requestor and cc's. Seems the easiest thing to do would be change the mode from comment to reply but I'm not seeing an obvious way to do this. Can someone help, or explain why this is a dumb idea? Thanks! --- Jason Marshall IT Manager Kelman Data Management
Re: [rt-users] My Day -- need to change comment to reply
Awesome, thanks Ruslan, works like a charm!! I didn't think to look in the HTML for this change, brain fart on my end... In share/html/Tools/MyDay.html change my ( $val, $msg ) = $ticket-Comment( to my ( $val, $msg ) = $ticket-Correspond(. May be change Comments word to something else to make sure your users know what will happen. On Thu, Jun 14, 2012 at 6:04 PM, Jason Marshall jas...@kelman.com wrote: I tried to search for this, but couldn't find much. Running 3.8.8, and need the comments entered into My Day to go to the requestor and cc's. Seems the easiest thing to do would be change the mode from comment to reply but I'm not seeing an obvious way to do this. Can someone help, or explain why this is a dumb idea? Thanks! --- Jason Marshall IT Manager Kelman Data Management -- Best regards, Ruslan. --- Jason Marshall IT Manager Kelman Data Management 403.294.7557
[rt-users] How to grant access to users to edit the values in custom fields?
Hi all, I'm using rt-3.8.8. Looking at the permissions I can grant, I thought this would be pretty simple. I granted Modify and Admin rights on the custom field itself, but at this point a Configure menu doesn't even appear on the left side of the users' screens. Is there something else I need to grant for that menu to show up? Thanks, and sorry if this is something stupid -- I've googled all the words I can think of, and nothing has helped so far... --- Jason Marshall IT Manager Kelman Data Management
Re: [rt-users] How to grant access to users to edit the values in custom fields?
Thanks Matt, that might just have done it. I set it for the Privileged Users group, so anyone who needs to do something in there should now be able to. I'm getting the users to test now -- thanks again! On version 4, there is a permission called ShowConfigTab which is also required. If memory serves, that was the same on 3.8. -Matt On Thu, Sep 6, 2012 at 11:28 AM, Jason Marshall jas...@kelman.com wrote: Hi all, I'm using rt-3.8.8. Looking at the permissions I can grant, I thought this would be pretty simple. I granted Modify and Admin rights on the custom field itself, but at this point a Configure menu doesn't even appear on the left side of the users' screens. Is there something else I need to grant for that menu to show up? Thanks, and sorry if this is something stupid -- I've googled all the words I can think of, and nothing has helped so far... --- Jason Marshall IT Manager Kelman Data Management --- Jason Marshall IT Manager Kelman Data Management 403.294.7557
[rt-users] Adding cc:'s and to:'s from subsequent emails.
Hi all, I guess I should start by asking if this is a good idea AT ALL. I believe I want to get the people cc:ed or added to the to: line in email responses added to the ticket as Ccs. Not sure I've phrased that in a way that parses well; if not, let me know and I'll rephrase. When I open a NEW ticket and cc: some people, they get added as cc:'s no problem, so I know the basic functionality is there. What I'm asking about is after the ticket is open, someone else is brought into the conversation as a cc, so he gets a copy of THIS email, but that new cc: doesn't see any other replies unless people reply to emails with him as a real cc:. I'd like the cc: to be added to the ticket so he sees all future correspondence whether he's specifically cc:ed or not. Is this a stupid idea? Is that why the ParseNewMessageForTicketCcs flag only does this for New tickets? Is there a similar flag for parsing all messages? I googled ParseMessageForTicketCcs (no New) and got a few old warnings, but nothing concrete. One warning was that anyone could cc: themselves on all your tickets just by spamming you, but I'm not clear on how that would work, and it could easily be avoided by only adding the cc:'s when parsing a message from someone who's already a cc:, watcher, or originator... Anyway, i'm starting to ramble here. Does anyone do this now? has anyone done it and wished they hadn't?? Note that this RT3 system is used primarily internally and by trusted clients. In theory it's not going to get spammed or beat on by outsiders. Thanks! --- Jason Marshall IT Manager Katalyst Data Management KELMAN is now KATALYST! Please visit www.katalystdm.com! We're hiring! http://bestpractical.com/jobs
[rt-users] Adding cc:'s and to:'s from subsequent emails.
Hi all, sorry for the repeat, just wondering if this even made it out to the list a week ago, as I never got any replies at all, which is strange for this very helpful list :) fwd: Hi all, I guess I should start by asking if this is a good idea AT ALL. I believe I want to get the people cc:ed or added to the to: line in email responses added to the ticket as Ccs. Not sure I've phrased that in a way that parses well; if not, let me know and I'll rephrase. When I open a NEW ticket and cc: some people, they get added as cc:'s no problem, so I know the basic functionality is there. What I'm asking about is after the ticket is open, someone else is brought into the conversation as a cc, so he gets a copy of THIS email, but that new cc: doesn't see any other replies unless people reply to emails with him as a real cc:. I'd like the cc: to be added to the ticket so he sees all future correspondence whether he's specifically cc:ed or not. Is this a stupid idea? Is that why the ParseNewMessageForTicketCcs flag only does this for New tickets? Is there a similar flag for parsing all messages? I googled ParseMessageForTicketCcs (no New) and got a few old warnings, but nothing concrete. One warning was that anyone could cc: themselves on all your tickets just by spamming you, but I'm not clear on how that would work, and it could easily be avoided by only adding the cc:'s when parsing a message from someone who's already a cc:, watcher, or originator... Anyway, i'm starting to ramble here. Does anyone do this now? has anyone done it and wished they hadn't?? Note that this RT3 system is used primarily internally and by trusted clients. In theory it's not going to get spammed or beat on by outsiders. Thanks! --- Jason Marshall IT Manager Katalyst Data Management KELMAN is now KATALYST! Please visit www.katalystdm.com! We're hiring! http://bestpractical.com/jobs
