I'd like to offer my customers an option to resolve a ticket
themselves, however I don't want them to have the Modify Ticket
permission (which I think is the one you need for changing status).
Does anyone know of a way round this? I'm running 3.6.3
Cheers,
Justin
Ben Robson wrote:
Hey guys,
We use numerous scripts that make queries of RT tickets from the
command-line (using the ./rt CLI), I am now wondering how one queries
the Asset Tracker database plug-in from the command-line? Can anyone
provide an example, using the ./rt CLI, of querying
Stephen Turner wrote:
Quick question - in what circumstances would these method calls
return different values for the same ticket object $ticket?
$ticket-CustomFields
$ticket-QueueObj-CustomFields
Just a guess but I could imagine this returning different results if
there is (are) global
Hi Justin,
sure. Establish a custom field with the right ModifyCustomField for the
user. Use the CF to trigger a scrip which sets the ticket to resolved.
Ben
Justin Hayes schrieb:
I'd like to offer my customers an option to resolve a ticket
themselves, however I don't want them to have
Hi Ben,
Thanks for that suggestion - had forgotten you can scrip based on the
change to a custom field. However can you grant permissions to
specific custom fields? I have others and don't want the customer to
be able to change those.
I had been thinking somewhere along the lines of
Hmm another interesting suggestion, thanks! :)
But aren't you checking that it's the owner that's doing the resolving?
if ( $Ticket-OwnerObj-Name eq $session{'CurrentUser'}-Name )
I'm after letting the customer resolve, and they won't be the owner.
Also you're calling the SetStatus function.
Hi Justin,
I established the indirect method of changing the ticket status here
at our RT to get a kind of workflow. You can set permissions of each CF
at Configuration-Custom Fields-NameOfCF-Group Rights.
There you are able to give your user (or better your groups) the
ModifyCustomField
Excellent - I'd not noticed that I could set the custom field
permissions on a per-field basis. Learn something new every day :)
I guess I could put a 'Close' link next to 'Reply' that pre-selects
the custom field. Then scrip the change to that.
Thanks!
Justin
Joop,
Thanks for the reply. I spent a decent amount of time hunting around
and the best I could find was a mention of RTx::Atom which I couldn't
actually locate as a project, and also something done by Philip Kime to
the REST interface, but I couldn't find that anywhere either.
Does anyone have
Ben Robson wrote:
Joop,
Thanks for the reply. I spent a decent amount of time hunting around
and the best I could find was a mention of RTx::Atom which I couldn't
actually locate as a project, and also something done by Philip Kime to
the REST interface, but I couldn't find that anywhere
Kenn,
Are you seeing this problem (custom fields not in the order you
specify) on ticket display basics screens too? Are you using
Oracle, and what version of DBIx::SearchBuilder do you have?
After a recent upgrade of DBIx::SearchBuilder, we are seeing ticket
custom fields in the wrong
Thanks for locating the patch for me. I have implemented it using the
normal %patch method and run in to troubles. So I backed out to a clear
version of %rt and re-applied it by hand making sure everything went in
to the right location.
If I do a query, such as %rt ls -t asset Type = 'Servers',
Greetings!
Okay, this is a weird one
I have set up several user accounts, and have had no trouble setting up
email addresses as needed for those users. However, when I go to
add/modify my *own* address to [EMAIL PROTECTED], I get:
User kfreels: Illegal value for EmailAddress
and it
Nevermind
Found my problem.
I had created (then disabled) a user named kev-test with that address.
So the address wasn'r illegal, just already in use.
How do I delete (not just disable) users?
k
-=-=-=-
-Original Message-
From: Kevin Freels
Sent: Wednesday, June 25, 2008
Hi everyone,
I'm using an extension to ./local/html/Ticket/Elements/ShowTransaction
that allows me to create dependant tickets based on the current
correspondence in the ticket's history.
Before adding the create ticket button bellow a correspondence, I use
the following check:
% if (
Hi Mike
Thanks for the quick response. I did a reinstall of RT and that fixed
the problem. My predecessor must have modified the code at some point.
Lloyd
Mike Peachey wrote:
Lloyd Hughes wrote:
I'm using Mike Peachey's RT-Authen-External installed via c-pan but am
unable to login. I'm
Stephen,
Yes indeed. We use Oracle 9 in Prod at the moment, but will be on 10
soon. I just upgraded my Dev to 3.6.6 so I think my SearchBuiler is at
1.53. In Prod we are at 3.6.4 and 1.49 respectively. Prod doesn't seem
to show this problem. I also noticed that in DEV, the CF's are
Aha!
I tried a bunch of things, but finally used the home page for
inspiration. :-)
% if ( $Transaction-Type =~ /^(Create|Correspond|Comment)$/
$Ticket-QueueObj-Name !~ /^Approval$/ !
$Ticket-HasUnresolvedDependencies( Type = 'approval') ) {
js.
On Wed, Jun 25, 2008 at 03:55:38PM +,
using shredder
On Wed, Jun 25, 2008 at 7:57 PM, Kevin Freels [EMAIL PROTECTED] wrote:
Nevermind
Found my problem.
I had created (then disabled) a user named kev-test with that address.
So the address wasn'r illegal, just already in use.
How do I delete (not just disable) users?
Hello,
Forgive me if this has been answered elsewhere, but if so, I must have
missed it.
We have rt-3.6.6 running on linux (CentOS 4.6). We're using fetchmail as
the means of getting email to the system from an IMAP server hosted offsite.
Normal emails (emails without attachments) go through
Michael Maxwell writes:
Hello,
Hi Michael
Forgive me if this has been answered elsewhere, but if so, I must
have missed it.
I found the answer in http://wiki.bestpractical.com/view/FAQ but only
because I already knew the answer. Searching for 'dropped attachments'
or 'attachments silently
21 matches
Mail list logo
