[rt-users] Requester's manager into custom field

Hi, I've been asked to produce RT reports/Dashboards/ticket digests for department heads. I think the easiest way for this is to set the AdminCC for a ticket to the requester's manager. We have managers defined in AD so this should be achievable via a scrip? How would I progress this forward?

[rt-users] Custom Scrip on queue change

Hi, I'm looking to write a custom scrip that triggers a template when a ticket changes from a specific queue to another specific queue. How do I go about this please? Thanks. -- RT Training - Boston, September 9-10 http://bestpractical.com/training

Re: [rt-users] Dashboard Help

I updated to 4.2.5 without any issues and am able to achieve what I wanted the way you described. Thanks. On 22 Jun 2014 17:46, Guy Baxter gmbax...@gmail.com wrote: Hi Kevin, thanks for the reply. Unfortunately I'm running 4.0.1 and don't have that option. Is there any way to do this without

Re: [rt-users] Dashboard Help

Hi Kevin, thanks for the reply. Unfortunately I'm running 4.0.1 and don't have that option. Is there any way to do this without upgrading. Thanks. On Tuesday, 17 June 2014, Kevin Falcone falc...@bestpractical.com wrote: On Tue, Jun 17, 2014 at 11:52:00AM +0100, Guy Baxter wrote: I'm looking

[rt-users] Dashboard Help

Hello, I'm looking to create a custom dashboard, similar to the way in which QuickSearch functions. I would like it to display a list of queues, and then show how many tickets are New, Open, Stalled for each queue. In the query builder I seem to be stuck at the getting RT to count the total

Re: [rt-users] Email attachments missing

. On 22 October 2013 18:11, Kevin Falcone falc...@bestpractical.com wrote: On Mon, Oct 21, 2013 at 03:38:42PM +0100, Guy Baxter wrote: I'm using RT 4.0.1 / sendmail / mysql / apache Whenever someone submits a ticket via email the attachment is not present in the ticket. I've tested

[rt-users] Determine who resolved how many tickets

Hi, I'm looking to baseline the performance of my team against the number of tickets they have resolved in RT over a given time. To do this I export the month's tickets from RT into Excel (queue, status=resolved and last updated by) I then use Excel to do a countif to produce my figures. The

[rt-users] Email attachments missing

Hi, I'm using RT 4.0.1 / sendmail / mysql / apache Whenever someone submits a ticket via email the attachment is not present in the ticket. I've tested files from a couple of KB to a few MB - same result. When the file is uploaded via the self-service create a ticket the attachments work fine.

[rt-users] Global RT at a Glance not taking effect

Hi all, I've got an issue with RT at a glance global configuration not working. I want only Dashboards to be visible on the homepage after a user logs in. I've set the following in tools configuration Global RT at a Glance RT at a glance body: Dasboards RT at a glance: Summary: blank When

Re: [rt-users] Global RT at a Glance not taking effect

On 29 August 2013 21:37, Kevin Falcone falc...@bestpractical.com wrote: On Thu, Aug 29, 2013 at 05:34:14PM +0100, Guy Baxter wrote: Hi all, I've got an issue with RT at a glance global configuration not working. I want only Dashboards to be visible on the homepage after a user

[rt-users] RT 4.08 on Apache 2 won't load

Hi, I've installed 4.0.8 on CentOS 6.3, satisfied all dependencies etc, run the web installer to get things started, but I can't actually get my RT pages to load. I've tried using all of the apache options on web_deployment on the installation pages at bestpractical.com but with no luck. using

Re: [rt-users] RT4.0.5 article creation- classes and topic nesting

I am currently away on leave until Wednesday 6th June. If your request is urgent, please contact Technical Support. This email and any attachments are confidential and are intended solely for the use of the individual to whom it is addressed. If you are not the intended recipient of this email

Re: [rt-users] RT-External Auth RT 4.0

Hi, Apologies for the delay: [Tue Jun 21 10:42:11 2011] [info]: RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Disabled: 0, EmailAddress: gbax...@b6fc.ac.uk, Gecos: A Weetman, Name: gbaxter, Privileged: 0, RealName:

Re: [rt-users] RT-External Auth RT 4.0

070888 is the shortname for A Weetman - neither of these seem to work I'm specifying the correct ldap attribute, it's just not working! Has anyone succeeded in getting external auth working with open directory? Regards, Guy This email and any attachments are confidential and are intended

Re: [rt-users] RT-External Auth RT 4.0

Hi, Thanks for that - My AD Users were unprivileged as you said they would be - letting them be assigned rights made them show in the list. As far as the OD users are concerned, it's still not working: [Wed Jun 8 08:14:11 2011] [error]: Couldn't create user 070888: Name in use

[rt-users] RT-External Auth RT 4.0

Hi, I've replicated our production setup and upgraded it to 4.0 without a problem. I've now thrown External Auth into the mix (new install via cpan), and I'm having mixed results. We have 2 directory systems - Open Directory (openldap) and Active Directory AD authenticates fine, but OD just

[rt-users] LDAP authentication

Hi, Is it possible to authenticate via LDAP to RT ? In particular, Mac OS X's implementation of LDAP (Open DIrectory) Thanks. This email and any attachments are confidential and are intended solely for the use of the individual to whom it is addressed. If you are not the intended recipient

[rt-users] Modify Side Bar

Is it possible to add a link to the My Day feature on the sidebar for everyone? I've looked at all of the HTML files in /opt/rt3/share/html but can't see anything obvious. Using RT3.8.8 on Fedora 12. Any help appreciated Thanks Guy. This email and any attachments are confidential and are

[rt-users] AdminCC

Hi, I have a new RT 3.8.8 install setup on Fedora 12. All users seem to have the Queues I'm an Admin CC For on their RT at a Glance screen, but this is not listed in their preferences, nor the user, group or Global RT at a Glance preferences. Where else is this option set please? Thanks

Re: [rt-users] Can't locate object error

rt-users@lists.bestpractical.com writes: On Fri, Jun 11, 2010 at 04:18:36PM +0100, Guy Baxter wrote: Hi, I have an install of RT 3.8.8 on Fedora 12 I have had a few issues, so far resolved - until this one: When replying to, or resolving a ticket, there is a bit of a delay

[rt-users] emailing into queues

Hi, Ive got a new install of 3.8.8 on Fedora 12, I have created queues as described in the instructions, and have also added aliases for the queues, along with re-building the aliases file with running newaliases. However I cannot get emails into my RT queues. Sendmail is running, and i can

[rt-users] Can't locate object error

/Interface/Web.pm line 505. I have no idea how to resolve this - it seems to be webserver based, as the email message from the reply, resolve or comment goes through fine. Any help would be greatly appreciated! Thanks, Guy Baxter. This email and any attachments are confidential and are intended solely

[rt-users] 3.8.8 new install user creation error

Hi, I have installed RT 3.8.8 on fedora 12. I'm at the stage of adding users, i log in as root, go to users, create, create a user with username of test, set new password to test, and also verify it. When saving changes I get the following error: User created Please enter your current

[rt-users] 3.8.4 to 3.8.8 upgrade

Hi, I am having a bit of trouble upgrading RT from 3.8.4 to 3.8.8 I installed 3.8.4 using yum - so it installed to /etc/rt3 Here's what I have done so far: I downloaded the rt3.8.8 installer and extracted it cd rt3.8.8 ./configure --prefix=/etc/rt3 make upgrade /etc/rt3/sbin/rt-setup-database

[rt-users] RT 3.8.2 from 3.4.2

Hi, We have a 6 year old install of RT 3.4.2 running on fedora core 2, I want to update this to the newest version - 3.8.2. As we need to use RT most of the time I am currently testing the new version on a different PC. (intention is to schedule some downtime once my test version is working to