success.
I know the sis probably easy for perl folks, which I am not unfortunately, and
in the past I have ben successful when I can see an example
Can someone share if this is possible and do you have an example
Thanks in advance
Joe
Joe Kirby , Assistant Vice President, Business Systems
Got it!!! It worked great.
Thank you so so much.
Joe
Joe Kirby , Assistant Vice President, Business Systems
Division of Information Technology (DoIT)
Support Response - http://www.umbc.edu/doit
Administration 627
Office - 410-455-3020
Email - ki...@umbc.edu
> On Jun 22, 2016, at 7:04
/RT/Interface/Web.pm:369]
[/local/rt-4.2.11/share/html/autohandler:53]
(/local/rt-4.2.11/sbin/../lib/RT/Template.pm:548)
Joe Kirby , Assistant Vice President, Business Systems
Division of Information Technology (DoIT)
Support Response - http://www.umbc.edu/doit
Administration 627
Office -
with the s in from of comp
If you agree your issue is resolved, please give us feedback on your experience
by completing a brief satisfaction survey:
https://umbc.co1.qualtrics.com/SE/? <https://umbc.co1.qualtrics.com/SE/?>
Joe Kirby , Assistant Vice President, Business Systems
Di
e has not been resolved, please respond to this
message, which will reopen your ticket. Note: A full record of your request can
be found at:
Ticket https://rt.umbc.edu/Ticket/Display.html?id=706954
<https://rt.umbc.edu/Ticket/Display.html?id=706954> >
Thank You
Joe Kirby , Assistant V
esolved, please give us feedback on your
experience by completing a brief satisfaction survey:
https://umbc.co1.qualtrics.com/SE/?SID=SV_4IbNK0n1unOaIEB=BSG={$Ticket->Id}={$Ticket->OwnerObj->EmailAddress}={$Ticket->RequestorAddresses}={uri_escape($Ticket->Subject)}
Joe Kirby , Assi
the attachment because it is all
within RT. If stored in a folder in external storage do users need access to
that folder or is RT sufficient and the security within RT is still enforced.
Am I assuming too much here?
Thank you,
Joe
Joe Kirby , Assistant Vice President, Business Systems
Division
Thanks Matt.
I will review closer as I thought we had that setup correctly but apparently not
Joe
Joe Kirby , Assistant Vice President, Business Systems
Division of Information Technology (DoIT)
Support Response - http://www.umbc.edu/doit
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Email
then contacted the requestor
with both his response and the original comment.
Is there a way to recognize an email coming back to RT as a response to a
comment and suppressing any email notification etc. to the requestor?
Thanks
Joe
Joe Kirby , Assistant Vice President, Business Systems
via script/template
ITNM-Topic: {$Tickets{'TOP'}->FirstCustomFieldValue('ITNM-Topic’)}
If the code provided does that and my lack of knowledge of this scripting
language is the issue please just let me know and I will look into other options
Thanks
Joe
Joe Kirby , Assistant Vice Presid
Thank you so much!!!
This worked great
I really do appreciate it.
Joe
Joe Kirby , Assistant Vice President, Business Systems
Division of Information Technology (DoIT)
Support Response - http://www.umbc.edu/doit
Administration 627
Office - 410-455-3020
Email - ki...@umbc.edu
> On De
ick responses and ideas
I included a snapshot of the parent and child in case that helped.
Joe
Joe Kirby , Assistant Vice President, Business Systems
Division of Information Technology (DoIT)
Support Response - http://www.umbc.edu/doit
Administration 627
Office - 410-455-3020
Email -
uld like to
track this for planning purposes. Please refer to the linked ticket for
specific details.
ENDOFCONTENT
Joe Kirby , Assistant Vice President, Business Systems
Division of Information Technology (DoIT)
Support Response - http://www.umbc.edu/doit
Administration 627
Office - 410-45
such a thing.
We use single sign on and thus I am unable to override that.
Thanks
Joe
Joe Kirby , Assistant Vice President, Business Systems
Division of Information Technology (DoIT)
Support Response - http://www.umbc.edu/doit
Administration 627
Office - 410-455-3020
Email - ki...@umbc.edu
We recently turned of Set($UseSQLForACLChecks, 1) for performance reasons.
Are you saying we could have a special config in place that would allow me to
access our system in non-SSO mode or would I have to cloned the db to such an
area?
Thanks for getting back so quickly
Joe
Joe Kirby
Is there an option in 4.2.11 that would allow me to have this option again?
Thanks
Joe
Joe Kirby , Assistant Vice President, Business Systems
Division of Information Technology (DoIT)
Support Response - http://www.umbc.edu/doit
Administration 627
Office - 410-455-3020
Email - ki...@umbc.edu
Thank you.
I am talking about both and will look at this
thank you again for the quick response
Joe
Joe Kirby , Assistant Vice President, Business Systems
Division of Information Technology (DoIT)
Support Response - http://www.umbc.edu/doit
Administration 627
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Email
.
Thanks
Joe
Joe Kirby , Assistant Vice President, Business Systems
Division of Information Technology (DoIT)
Support Response - http://www.umbc.edu/doit
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Alex
Thank you very much for the code snippet. It worked like a charm!!
Joe
Joe Kirby , Assistant Vice President, Business Systems
Division of Information Technology (DoIT)
Support Response - http://www.umbc.edu/doit
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.
I did look through the wiki and found AddDays, etc. functions but really did
not see anything that would achieve this.
Can you help?
Thanks
Joe
Joe Kirby , Assistant Vice President, Business Systems
Division of Information Technology (DoIT)
Support Response - http://www.umbc.edu/doit
')
AND (lower(Principals_1.PrincipalType) = 'user')
) distinctquery,
Users main
WHERE (main.id = distinctquery.id)
ORDER BY main.Name ASC
Joe Kirby , Assistant Vice President, Business Systems
Division of Information Technology (DoIT)
Support Response - http://www.umbc.edu/doit
Administration
\',
\'__ExtendedStatus__\',
\'__CreatedRelative__\',
\'__LastUpdatedRelative__\',
\'__CustomField.{SPAM-Origin}__\'',
'RowsPerPage' = '100'
}
Joe Kirby , Assistant Vice President, Business Systems
Division of Information Technology (DoIT)
Support Response - http
. The initial ticket has been closed but linked to this ticket
for any pertinent information
ENDOFCONTENT
Joe Kirby , Assistant Vice President, Business Systems
Division of Information Technology (DoIT)
Support Response - http://www.umbc.edu/doit
Administration 627
Office - 410-455-3020
Email
Thank You! and will do with replies
Joe
Joe Kirby , Assistant Vice President, Business Systems
Division of Information Technology (DoIT)
Support Response - http://www.umbc.edu/doit
Administration 627
Office - 410-455-3020
Email - ki...@umbc.edu
On Aug 14, 2013, at 12:00 PM, rt-users-requ
Joe Kirby , Assistant Vice President, Business Systems
Division of Information Technology (DoIT)
Support Response - http://www.umbc.edu/doit
Administration 627
Office - 410-455-3020
Email - ki...@umbc.edu
On Aug 9, 2013, at 12:00 PM, rt-users-requ...@lists.bestpractical.com wrote:
Send
I would like to know how to make RT System Searches show when the Saved
Searches is added to RT-at-a-Glance.
This is a great feature for My Closed Tickets type reports that are really not
needed on the page as its own.
At this time it seems like only SuperUser gets these.
Is there a setting
-Grouping-Web:
{$Tickets{'TOP'}-FirstCustomFieldValue('FAID-Last-Name-Grouping-Web')}
Content: This request is a referral from a walk-in customer for Financial Aid
and Scholarships. The initial ticket has been closed but linked to this ticket
for any pertinent information
ENDOFCONTENT
Joe Kirby
a solution.
Thanks
Joe
Joe Kirby , Assistant Vice President, Business Systems
Division of Information Technology (DoIT)
Support Response - http://www.umbc.edu/doit
Administration 627
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Email - ki...@umbc.edu
--
RT Training in Seattle, June 19-20: http
for
any pertinent information
ENDOFCONTENT
Thanks
Joe
Also: Note to Rus. I am having the Commandbymail extension added this coming
week. Thank you very much for the suggestion
Joe Kirby , Assistant Vice President, Business Systems
Division of Information Technology (DoIT)
Support Response
scenarios from the scripts available via contributions on
the wiki.
I am not having any luck.
We use the extractCF extension to get the field but I just do not understand
how to equate this value of the CF to the owner.
Thanks
Joe
Joe Kirby , Assistant Vice President, Business Systems
Division
to convert the type to correspondence.
Is this by design or is there a setting we need to redo?
Thanks
Joe
Joe Kirby , Assistant Vice President, Business Systems
Division of Information Technology (DoIT)
Support Response - http://www.umbc.edu/doit
Administration 627
Office - 410-455-3020
Joe
Joe Kirby , Assistant Vice President, Business Systems
Division of Information Technology (DoIT)
Support Response - http://www.umbc.edu/doit
Administration 627
Office - 410-455-3020
Email - ki...@umbc.edu
On Mar 21, 2013, at 5:26 PM, Ruslan Zakirov wrote:
On Thu, Mar 21, 2013 at 11:16
enforcement
Message-ID: 20130225092931.gd4...@easter-eggs.com
Content-Type: text/plain; charset=iso-8859-1
On Fri, Feb 22, 2013 at 07:03:48AM -0500, Joe Kirby wrote:
I have installed the extension, with help from Rus (Thank You), to
require mandatory fields be filled in prior
Over the years quite a few saved searches have been created and I was
wondering if there is a mechanism to identify saved searches not on any users
RT-at-a-Glance.
Thanks
Joe
Joe Kirby , Assistant Vice President, Business Systems
Division of Information Technology (DoIT
and
then transferred to queue B which has 1 to many mandatory CF's.
In order to maintain the integrity of the CF's value I need to make sure
folks are updating.
Yes I have asked, etc. but they just get going so fast they do not always
remember.
Thanks
Joe
Joe Kirby , Assistant
is ignored on some of
the reports and the reports show 100.
I cannot see any difference in their setups etc.
Any ideas?
I have adjusted the limit to 5 on the options screen available to a user and
also verified that Search option available to each user is set to 10.
Thanks
Joe
Joe Kirby , Assistant
I work with this off and on for over an hour and just saw my issue.
on the user preference to setup RT-at-a-Glance there is also an option for
number of rows and it was set to 100
I am sorry to have bothered you on this matter
Joe
Joe Kirby , Assistant Vice President, Business Systems
Joe Kirby , Assistant Vice President, Business Systems
Division of Information Technology (DoIT)
Support Response - http://www.umbc.edu/doit
Administration 627
Office - 410-455-3020
Email - ki...@umbc.edu
Final RT training for 2012 in Atlanta, GA - October 23 24
http
forgot it when we
migrated to production.
My apologies for the post.
The extension, which works very nicely by the way, is
http://requesttracker.wikia.com/wiki/SpawnChildTicket
Thank you very much for all your help.
great community
Joe
Joe Kirby , Assistant Vice President, Business Systems
Joe Kirby , Assistant Vice President, Business Systems
Division of Information Technology (DoIT)
Support Response - http://www.umbc.edu/doit
Administration 627
Office - 410-455-3020
Email - ki...@umbc.edu
not allow this for Unprivileged user
since it is not a General right. Are there any config settings I can set to
allow this?
Thanks so much for all the help you all have provided over the years.
Joe
Joe Kirby , Assistant Vice President, Business Systems
Division of Information Technology (DoIT
How would I adjust RT setup to allow for the requestor to include a CC for
ongoing correspondence
Any ideas welcomed
Thanks
Joe
Joe Kirby , Assistant Vice President, Business Systems
Division of Information Technology (DoIT)
Support Response - http://www.umbc.edu/doit
Administration 627
.
My main goal is to create 2 tickets which are linked to the original ticket but
in different queues
My lack of web programming is most likely my impediment here and if that is the
case I will take the advise of the group and explore with the web developer
Thanks in advance
Joe
Joe Kirby
the subject of the email is always the queue name + ticket id then what
I really want
I realize this is an off the wall item but the gmail threads do weird things
with this. I turned mine off but many seem to like them
Thanks again for all your support in these matters
Joe
Joe Kirby , Assistant
:
-
Subject: test for attachement,
Message: test options for attachments
--
Joe Kirby , Assistant Vice President, Business Systems
Division of Information Technology (DoIT)
Support Response - http://www.umbc.edu/oit
Administration 627
Office - 410-455-3020
Email
Is there a way via RT to actually remove an attachment?
Thanks
Joe
Joe Kirby , Assistant Vice President, Business Systems
Division of Information Technology (DoIT)
Support Response - http://www.umbc.edu/doit
Administration 627
Office - 410-455-3020
Email - ki...@umbc.edu
RT
UMBC has a need to have the subject of an email option only the ticket id and
subject of the ticket.
The Subject: seems to be required for templates to work and that seems to
always place Ticket id Queue name and our group does not want to see the queue
Is this is possible?
Thanks
joe
Joe
Rusian
We just moved this into production and all is fine now.
Thank you very much
Joe
Joe Kirby , Assistant Vice President, Business Systems
Division of Information Technology (DoIT)
Support Response - http://www.umbc.edu/oit
Administration 627
Office - 410-455-3020
Email - ki
upgrade to with very little impact on the user community.
A patch would be preferable
We are running on Solaris with Oracle 10g. This particular queue requires 6 CF's
Ideas?
Thanks in advance
Joe
Joe Kirby , Assistant Vice President, Business Systems
Division of Information Technology (DoIT
of the screen
Is there a good doc area for Articles that I may use to assist me in RT 4.04
setup?
This really looks cool and I think it will really help our users
Thanks again for all the support given via this list serve
Joe
Joe Kirby , Assistant Vice President, Business Systems
Division
Subject: Re: [rt-users] Help with Attachment for correspondence
Message-ID: 20111212204832.gh9...@jibsheet.com
Content-Type: text/plain; charset=us-ascii
On Mon, Dec 12, 2011 at 03:13:07PM -0500, Joe Kirby wrote:
We have RT Reply setup to send ticket info to the user in addition to the
content
for the correspondence including any
attachment(s)
I have research several areas in the wiki with no luck.
Is this possible and if so can you share the code or template
Thanks
Joe
Joe Kirby , Assistant Vice President, Business Systems
Division of Information Technology (DoIT)
Support Response - http
I have an end user who has the ability to Reply as Requestor however he also
wants to add a cc and although this is an option for Privileged Users it does
not appear to be an option for Self Service (Unprivileged Users)
Is there a setting I can adjust or is this the way it is
Thanks
Joe
Joe
-ascii
On Sat, Sep 17, 2011 at 01:13:06PM -0400, Joe Kirby wrote:
I have 2 cf's on a screen and I cannot get the screens to recognize
the order I want even though it would appear I have it setup right
when I am in the queue admin screen under Custom Fields
Any ideas. The newer one
the category option
Thanks in advance
Joe
Joe Kirby , Assistant Vice President, Business Systems
Division of Information Technology (DoIT)
Support Response - http://www.umbc.edu/oit
Administration 627
Office - 410-455-3020
Email - ki...@umbc.edu
RT Training Sessions (http://bestpractical.com
Sent from my iPhone
On Sep 14, 2011, at 5:25 AM, rt-users-requ...@lists.bestpractical.com wrote:
Send RT-Users mailing list submissions to
rt-users@lists.bestpractical.com
To subscribe or unsubscribe via the World Wide Web, visit
AM, Joe Kirby ki...@umbc.edu wrote:
I am on 4.0 and trying to create a custom field that is tied to User.
I create it, give it global rights but when I go into a user screen
I see
Custom Fields button but no custom fields I created do not show up.
This is a dev instance so I went into our PRD
issue. I thought I tried this in 3.82 and it worked fine so I am
not sure if we messed something up when we left 3.82 or if I am doing
something wrong.
Any words of wisdom welcomed
Thanks
Joe
Joe Kirby , Assistant Vice President, Business Systems
Division of Information Technology (DoIT
missed that will allow this
Any help is greatly appreciated
Thanks in advance
Joe
Joe Kirby , Assistant Vice President, Business Systems
Division of Information Technology (DoIT)
Support Response - http://www.umbc.edu/oit
Administration 627
Office - 410-455-3020
Email - ki...@umbc.edu
Thank You very much
Joe
On 2/22/2011 12:00 PM, rt-users-requ...@lists.bestpractical.com wrote:
How to Assign a value to a Custom Field
using Requestor Real Name
--
Joe Kirby , Assistant Vice President, Business Systems
Division of Information Technology (DoIT)
Support Response - http
Encode= 2.21 ...MISSING
FASTCGI missing dependencies:
CGI= 3.38 ...MISSING
make: *** [testdeps] Error 1
--
Joe Kirby , Assistant Vice President, Business Systems
Division of Information Technology (DoIT)
Support Response - http://www.umbc.edu/oit
Administration 627
Office - 410
:. $msg );
return undef;
}
}
--
Joe Kirby , Assistant Vice President, Business Systems
Division of Information Technology (DoIT)
Support Response - http://www.umbc.edu/oit
Administration 627
Office - 410-455-3020
Email - ki...@umbc.edu
=
$LastInitial,
RecordTransaction
= $RecTransaction );
unless( $st ) {
$RT::Logger-warning( Couldn't set $DefaultValue as
value for CF $CFName:. $msg );
return undef;
}
}
return 1;
--
Joe Kirby , Assistant Vice President, Business Systems
at 11:08 AM, Joe Kirby (gmail)ki...@umbc.edu wrote:
My users would like to have reports on their RT-at-a-Glance page which
would parse out their tickets from several queues into a report grouped by
the requestors initial of their last name.
For example group 1 may be A-F, Group 2 G-K, etc.
I
,
RecordTransaction =
$RecTransaction );
unless( $st ) {
$RT::Logger-warning( Couldn't set $DefaultValue as value for CF
$CFName:. $msg );
return undef;
}
}
return 1;
--
Joe Kirby , Assistant Vice President, Business Systems
Division of Information
We allow certain functions to create a ticket within RT via an email.
Is there a way for this email to have an attachment that is also
brought into RT at that time?
Thanks
Joe
Joe Kirby , Assistant Vice President, Business Systems
Division of Information Technology (DoIT)
Support Response
] Fwd: UnPrivliged User question
Message-ID:20101112002849.gg...@jibsheet.com
Content-Type: text/plain; charset=us-ascii
On Wed, Nov 10, 2010 at 07:34:52PM -0500, Joe Kirby wrote:
I want my self service (unprivileged) user to be able to show email.
I have globally setup Requestor to have
Begin forwarded message:
From: Joe Kirby ki...@umbc.edu
Date: November 10, 2010 7:32:03 PM EST
To: rt-users-requ...@lists.bestpractical.com
Subject: UnPrivliged User question
I want my self service (unprivileged) user to be able to show email.
I have globally setup Requestor to have reply
I have had numerous request to have the Resolve status set a marker
each time it is invoked for a ticket so that one could report only the
resolution of a ticket.
I understand that the last comment/correspondence may be this most of
the time however we have tickets where the last
I emailed th elist a few weeks ago about this from an email issue and we
made the suggested adjustments (Thank You!!)
We still have an issue when customers cut and paste from a web page into
the comment area of RT. It goes in fine but when you go to review it
later it is too large to display
a problem with allowing SeeQueue
to everyone?
Kenn
LBNL
On Wed, Jun 23, 2010 at 9:14 AM, Joe Kirby [1]ki...@umbc.edu wrote:
I have a queue setup for Everyone to have CreateTicket but not SeeQueue.
We did this on
purpose so the general unpriviliged user would not see
to setup?
Thanks in advance
Joe
Joe Kirby , Assistant Vice President, Business Systems
Division of Information Technology (DoIT)
Support Response - http://www.umbc.edu/oit
Administration 627
Office - 410-455-3020
Email - ki...@umbc.edu
Discover RT's hidden secrets with RT Essentials from
According to my HelpDesk staff they were able to click the link when in
the People Section of a ticket and it would bring up the user info and
they can no longer do that without increased privileges.
I can fix this by giving then AdminUser and ShowConfig but I was hoping
to avoid this if
leave it in the current queue while the ticket is
being updated?
Thank you,
joe
Joe Kirby , Assistant Vice President, Business Systems
Division of Information Technology (DoIT)
Support Response - http://www.umbc.edu/oit
Administration 627
Office - 410-455-3020
Email - ki...@umbc.edu
Discover
We just upgrade to Rt 3.87 on 4/6/2010 and it is really going well.
A problem has been brought to my attention that I cannot verify was
there prior to the upgrade
When someone does a Reply from within the ticket, or reply to the ticket
from their email client, the email to someone added
ShowConfigTab attribute also and this will allow these individuals to
adjust the global RT-At-a-Glance default.
I was wondering if there is a way to disable this feature for these
users or if this is a natural benefit of ShowConfigTab
Thanks
Joe
Joe Kirby , Assistant Vice President
...@ific.uv.es
To: Joe Kirby ki...@umbc.edu
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] *SPAM* RT Group Membership Management
Message-ID: 4bb48f84.3090...@ific.uv.es
Content-Type: text/plain; charset=iso-8859-1; Format=flowed
I reported this bug some time ago. Version 3.8.4
Currently RT Custom fields offer Mandatory, Digits, Year
I would like to create a CF which require date validation and always
ensures formatting (mm/dd/)
Is this something that must be done at the Perl level or can it be
done via online RT config CF management?
TIA
Joe
Joe Kirby
I would like to achieve the following event upon a ticket being
Resolved.
RT is delivered with a global scrip for Resolved using a delivered
Template for Resolved.
Assumption is that a scrip can only have a single template assigned
and therefore I would need several Resolved
a great job
Joe
Joe Kirby , Assistant Vice President, Business Systems
Division of Information Technology (DoIT)
Support Response - http://www.umbc.edu/oit
Administration 627
Office - 410-455-3020
Email - ki...@umbc.edu
___
http
this issue or have an idea of a setting I can
adjust in either RT or IE8. They have already tried the compatibility
option within IE8 with no success.
We are on Rt version 3.8.2
Thanks in advance
Joe Kirby , Assistant Vice President, Business Systems
Division of Information Technology (DoIT)
Support
I am hoping to use your recommendation as reason to upgrade before
Summer 2010
Thanks for the prompt response
Joe
On Feb 17, 2010, at 11:39 AM, Jesse Vincent wrote:
On Wed 17.Feb'10 at 11:22:32 -0500, Joe Kirby wrote:
Many folks at our University use IE as part of their jobs because our
On Oct 2, 2009, at 8:46 AM, Andy Speagle wrote:
On Fri, 2009-10-02 at 05:01 -0500, Joe Kirby wrote:
I am on 3.82 and when some users cut/paste into a reply or comment
the
history show lots of special characters
I cannot replicate this even when I try what they said they did.
Any ideas? I
I am on 3.82 and when some users cut/paste into a reply or comment the
history show lots of special characters
I cannot replicate this even when I try what they said they did.
Any ideas? I ignored the first ticket as oper error but I have gotten
a few more and from some folks who are good
Is there a way to allow the show ticket/show comment attributes to
include showing the queue?
We have situations where we do not want to give away the See Queue
attribute but also allow the users/requestors to see all that is going
on with their tickets. Right now it shows a queue in which
I would like to add an additional status value of As Time Permits.
The Quick Search show the top 3 statuses, that is New, Open, Stalled and
I would like to retain those for what I call true production support
trouble tickets.
Requests that may be small enhancements, research, etc. would be
Thank you
Jerrad Pierce wrote:
Please search the wiki and list archives first.
This question is often asked, and RT_Config.pm even states:
You can define new statuses and even reorder existing statuses here.
WARNING. DO NOT DELETE ANY OF THE DEFAULT STATUSES. If you do, RT
will break
for data entry is not
enforced.
I do not have much access to my perl person since it is the opening of
the semester and was hoping someone had a script option that I could
incorporate
Thanks in advance
Joe Kirby, UMBC
___
http
jobs which create tickets and it would be much
better to have an additional piece of metadata on a ticket than to
have to create several queues just so I can differentiate type of issues
Any help is greatly appreciated
Thanks in Advance
Joe Kirby, UMBC
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