[rt-users] Reply to requestors when resolving a ticket

Hi I would like to know how I can have by default Reply to requestors when I Resolve a ticket (the actual default is Comments (not sent to requestors). thanks in advance :) -- Oleg Sladkoff KELKOO - Service Architect oleg.sladk...@kelkoo.com Yahoo messenger : Kelkoooleg tel : +33

Re: [rt-users] Reply to requestors when resolving a ticket

Oleg; Modify /opt/rt3/local/html/Ticket/Elements/Tabs Change: if ( $Ticket-Status ne 'resolved' ) { $actions-{'G'} = { path = Ticket/Update.html?Action=CommentDefaultStatus=resolvedid= . $id, title = loc('Resolve') }; } to: if ( $Ticket-Status ne

[rt-users] Disable Auto-Reply on Ticket Resolution for A specific Queue

Hi All I would like to disable autoreplies to the requestor in the case where a ticket is resolved in a specific queue. This is because the original requestor address is another helpdesk (NOC) that does not want responses. The scenario I'm working with is as follows: 1. Ticket is created in

Re: [rt-users] External Authentication to AD

Michael Mai wrote: Hi, I have an user that has multiple email addresses and would like to send in requests from all of them. From example: asm...@company.com asm...@gmail.com If it is only one person that needs this functionality, simply merge the two autocreated users (I believe

Re: [rt-users] Report Resolved by owner fails to output, generates error in log

Thanks for the info Ruslan. -CK ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from

Re: [rt-users] Reply to requestors when resolving a ticket

fantastic, that worked ! thanks :) On Fri, 2009-04-17 at 13:11 +0100, Raed El-Hames wrote: Oleg; Modify /opt/rt3/local/html/Ticket/Elements/Tabs Change: if ( $Ticket-Status ne 'resolved' ) { $actions-{'G'} = { path =

[rt-users] Manager permissions

Hi all, One of our managers wants to get notified of all tickets and be able to view all tickets logged by her staff against other teams so that she can chase up the other teams when her staff are away. I have read up on delegated rights and administration of personal groups, but that's not

[rt-users] Create Groups Queues Programatically

Dear Pals I'm trying to create groups in my rt instance by a perl script, this is the script: #!/opt/perl/bin/perl use lib $ENV{'RTHOME'}/lib; use lib $ENV{'RTHOME'}/local/plugins/RT-FM/lib; use strict; use RT::Interface::CLI qw(CleanEnv); use RT::Group; RT::LoadConfig(); RT::Init(); my $group

Re: [rt-users] Disable Auto-Reply on Ticket Resolution for A specific Queue

1. Ticket is created in Queue #1 2. Ticket is moved to Queue #2 and resolved Tickets resolved in Queue #1 must still generate autoreplies upon resolution, but Tickets resolved in Queue #2 must not. I think you're better off creating a new ticket for Queue #2 that is depended on by the

Re: [rt-users] Manager permissions

One of our managers wants to get notified of all tickets and be able to view all tickets logged by her staff against other teams so that she can chase up the other teams when her staff are away. Baby-sitting, aka micro-managing. You gotta love people like that :) It would be nice to be able

Re: [rt-users] Create Groups Queues Programatically

[Fri Apr 17 15:59:11 2009] [crit]: Someone called RT::Group-Create. this method does not exist. someone's being evil (/opt/rt/lib/RT/Group_Overlay.pm:387) Read the perldoc for Group_Overlay.pm. What you need to do is described therein. -- -- Tom Lahti BIT

Re: [rt-users] Manager permissions

Yes, she can be a pain, but in her defence, something important got dropped while one of her staff was on holidays and she got chewed for it Hmm, need to remap some fields in LDAP I think Thanks for the input, Berny 2009/4/17 Tom Lahti t...@bitstatement.net: One of our managers wants

Re: [rt-users] Manager permissions

This sounds like a candidate for a saved search. Then she can pull up all the tickets that meet her criteria with one click. In 3.8.x she can add the search to her dashboard. Cheers, Ken On Fri, Apr 17, 2009 at 07:52:16PM +0100, Berny Stapleton wrote: Yes, she can be a pain, but in her defence,

[rt-users] RT web problems

Hi, I have to rename and put in a new IP for my RT box. After that, I got apache going but only see It works page but not RT site. Please help!! Cheers, MM ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help:

Re: [rt-users] RT web problems

Did you update DNS? Did you update this part of the Apache config?: Change this to Listen on specific IP addresses as shown below to # prevent Apache from glomming onto all bound IP addresses (0.0.0.0) # e.g. Listen 12.34.56.78:80 Listen ip address:port James Moseley Michael Mai

Re: [rt-users] RT web problems

Thanks for your reply. I got it fixed. In my case, I have to go to vi /etc/apache2/sites-enabled/rt3.8, changed the virtual host IP to the new IP. Cheers, MM -Original Message- From: jmose...@corp.xanadoo.com [mailto:jmose...@corp.xanadoo.com] Sent: Friday, April 17, 2009 4:34 PM