Andrew,
If RT believes the Requester is also the actor requesting the ticket, it
doesn't usually (depends on default settings for "Notify Actor") send a
notification to the person making the request. It's considered redundant.
Read about the setting and change the setting.
Good Luck.
Casey
On
Yep,
Simply write a scrip that triggers On Queue change to set the priority.
You can even have a different scrip for each Queue to set the priority to
different levels.
Kenn
On Wed, Feb 11, 2015 at 5:53 AM, globo michael.obr...@globoforce.com
wrote:
Hi ,
Is there a way to make sure someone
Arnaud,
You need to make sure the scrips are running in the right sequence. You
do this by setting the execution to transaction batch and give them
names that ensure the correct sequence.
Kenn
Sent from my Windows PhoneFrom: Arnaud Abélard
Sent: 2/6/2015 8:29 AM
To:
Guy,
Have you tried looking at the examples in my ebook Request Tracker - A
Topical Guide. It's at Amazon for $ 9.99. If that doesn't work, contact me
and I'll help you with it.
Kenn
On Mon, Sep 8, 2014 at 11:02 AM, Kevin Falcone falc...@bestpractical.com
wrote:
On Mon, Sep 08, 2014 at
Kevin,
Well hell. I'm old. I wasn't thinking. You're right.
Kenn
Sent from my Windows Phone From: Kevin Falcone
Sent: 3/4/2014 11:52 AM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Send message to every non Privileged users in
the Queue
Kenn
You can create a group and then
Landon,
I wrote some SQL to create reporting views for another system. Our RT was
on Oracle, but the SQL might be similar enough to use as an example. I
create a flattened view of Various Custom Fields, including Dates.
Let me know if you're interested.
Kenn
Sent from my Windows Phone
Hajime,
You can create a group and then write a scrip to search that group
membership and add them to the cc list.
Kenn
Sent from my Windows Phone
--
From: Hajime Takase tak...@axlbit.net
Sent: 3/3/2014 10:42 PM
To: rt-users@lists.bestpractical.com
Subject:
Bryon,
I believe there is an example of that in the book I sent you.
Kenn
Sent from my Windows Phone
--
From: Bryon Baker bba...@copesan.com
Sent: 1/29/2014 3:05 PM
To: RT Users
(rt-users@lists.bestpractical.com)rt-users@lists.bestpractical.com
Subject:
Bryon,
Why not just disable them?
Kenn
Sent from my Windows Phone
--
From: Bryon Baker bba...@copesan.com
Sent: 1/7/2014 9:50 AM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Unused Scripts
Hello all what is the best way to delete unused scrips.
Alex,
Scrips run in a named (alphabetical) sequence. Write a scrip and name
it 1a something and in the scrip set the value of a specific CF on or
off and have the scrips that follow check the value of that CF.
I've done that many times.
Kenn
Sent from my Windows Phone From: Alexander Reintzsch
queues?
MIME-Version: 1.0
Content-Type: text/plain; charset=utf-8
Content-Transfer-Encoding: quoted-printable
Have you tried Rights Matrix?
Kenn
Sent from my Windows Phone From: John Miller
Sent: =E2=80=8E12/=E2=80=8E13/=E2=80=8E2013 8:37 AM
To: rt-users@lists.bestpractical.com
Subject:
Why don't you include the Queue name in the search results? In fact, I
would think that would be a default result in your Config file.
Kenn
On Wed, Oct 30, 2013 at 3:42 AM, globo michael.obr...@globoforce.comwrote:
Hi,
I have a number of queues that are used by different departments. When I
Have you tried bulk update?
Kenn
Sent from my Windows Phone From: andkulb
Sent: 10/29/2013 6:21 AM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Update all tickets of queue
Hello,
Is it posible with the help of scrip to do such thing:
My Queue has a custom field and when you create
Stephen,
Did your notify scrip include others. Adding cc's requires that if they
are not listed in the ticket or queue as cc.
Kenn
Sent from my Windows Phone
--
From: Cena, Stephen (ext. 300) s...@qvii.com
Sent: 10/23/2013 9:49 AM
To:
Kevin,
Being mostly a design guy and not much of a technical guy on OS setups,
etc, would the Geek squad be able to download RT onto my Mac?
Kenn
On Sun, Jul 28, 2013 at 6:48 PM, Craig Ringer cr...@2ndquadrant.com wrote:
On 07/26/2013 03:07 AM, Kenneth Crocker wrote:
Kevin
: Re: [rt-users] RT on MAC
On Tue, Jul 23, 2013 at 10:02:23PM -0700, Kenneth Crocker wrote:
I have an IMAC with Windows 7 running on Parallels. Is it possible to
install RT into that
environment? If so, what are the system requirements and do you have a
good set of
installation
Kevin,
That is really good news. I'll take a look.
Thanks.
Kenn
Sent from my Windows Phone From: Kevin Falcone
Sent: 7/25/2013 11:27 AM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] RT on MAC
On Thu, Jul 25, 2013 at 10:56:11AM -0700, Kenneth Crocker wrote:
Thank you so much. I
I have an IMAC with Windows 7 running on Parallels. Is it possible to
install RT into that environment? If so, what are the system requirements
and do you have a good set of installation instructions for this
Thank you.
Kenn
We had the same problem and opted to train our users to NOT use Reply
All and then we put that instruction in ALL our templates at the top.
Kenn
Sent from my Windows Phone From: k...@rice.edu
Sent: 5/28/2013 8:34 AM
To: Asif Iqbal
Cc: rt-users Users
Subject: Re: [rt-users] Problem with multple
: Kenneth Crocker; rt-users Users
Subject: Re: [rt-users] Problem with multple new tickets on same subject
On Tue, May 28, 2013 at 12:23:59PM -0400, Asif Iqbal wrote:
On Tue, May 28, 2013 at 12:20 PM, Kenneth Crocker
kenn.croc...@gmail.comwrote:
We had the same problem and opted to train our users
Naresh,
I believe there is a scrip in the RT wiki that uploads time to any and all
parents of a child ticket. Perhaps, you could use that scrip as an example
of how to update the tickets above the child and modify it to do the same
for comments.
Kenn
On Thu, Apr 25, 2013 at 4:28 PM, naresh
Paul,
To own a ticket, you have to have the right to Take a ticket.
Kenn
On Tue, Apr 16, 2013 at 7:31 PM, hopcon suppo...@hopkinsonconsulting.com.au
wrote:
I am having this same problem in RT 4.0.7, but your solution doesn't work
for
me as there is no OwnTicket option in Group Rights
Ram,
Then why not just create a search that pulls tickets based on your date and
owner parameters and put it in a dashboard and have it go to the guy
instead of giving him permissions that lets him muck around in tickets he
doesn't own? Keeps the problems at a minimum.
Kenn
Sent from my
Freddy,
Instruct your users that RT takes care of CC's and that they do NOT need
to do a Reply All. A simple Reply will do. I have put that comment into
many templates.
Kenn
On Fri, Apr 12, 2013 at 1:01 AM, Freddie Quah [Springworks]
freddie.q...@springworks.com.my wrote:
Hi,
** **
Ram,
Kinda interested as to why someone other than the owner of the ticket
managed to even create a reminder. I would think the owner of the ticket
would not want other people messing with his ticket and only the owner
would control what happens to the ticket. However, be that as it may, when
a
Rob,
You could modify your notify XX on Resolve scrip to stop if the new
status value is resolve and the old one was new, unless you also open the
ticket and then assign it. You have to consider what state the ticket is
ALWAYS in when you assign/resolve it. Then use that condition in your
scrip.
Mark,
I haven't worked with the tools you mentioned, but I can tell you that RT
is designed and written to be very flexible. Rather than design a bunch of
stuff that has to be ripped out or re-worked, Best Practical gives you a
system that acts as a foundation from which you can EASILY add more
Edsall,
The ability to see a Custin Field is a privilege that has to be granted.
check into Privileges/permissions.
Kenn
On Tue, Mar 19, 2013 at 5:36 AM, Edsall, William (WJ) wjeds...@dow.comwrote:
Hello list,
I’m trying to manage with unprivileged users. On the self service page for
Kevin,
Would the reports from searches report in minutes or days? What about 1/2
days, etc?
Kenn
On Mon, Mar 11, 2013 at 11:40 AM, Kevin Falcone
falc...@bestpractical.comwrote:
On Fri, Mar 08, 2013 at 03:20:00PM +, Raymond Corbett wrote:
The modify ticket portal of the Metadata
Ray,
Yep. It also depends on where you saved those group searches and the
Group permissipns you gave to members of those groups. Group permissions
are different than Queue/Ticket permissions.
For example, you could give members of Group 2 the rights to see/modify,
load, etc Group2 searches but
Alex,
You need your condition to be user-defined, something like this:
# Scrip name: WorkFlow on Next Action
# Condition: User Defined
# Action: User Defined
# Template: Global template: Blank
# Stage:TransactionBatch
Try giving those two Custom fields some sort of identifier, like a prefix
or suffix. Might help.
Kenn
On Tue, Dec 11, 2012 at 5:42 PM, John Kelsh jke...@netspot.com.au wrote:
Hi All,
Is this possible? i.e. can a custom field value be selected by custom
field id?
I want to use this to
Aaron,
Set up a queue for each building and then you can set up approvals for each
individual Queue.
Kenn
On Tue, Oct 30, 2012 at 2:00 PM, Aaron Zuercher
aaron.techge...@gmail.comwrote:
Hi all,
My school district has been using RT for IT for many years with great
success. We are looking to
Tim,
Have you tried training them? Have a class for all the RT users and point
out how they are creating a nightmare and show them how RT automatically
takes care of CC's, etc.once they are set up in the ticket. Discuss with
them other methods and ask them about changes they might like to have.
Tue,
What is RT doing? A description of how it acts, like error messages, etc.
would be helpful.
Kenn
On Wed, Oct 17, 2012 at 1:45 PM, Tue Minh minhtu...@yahoo.com wrote:
Hi Sir/Madam,
we are using RT system for our test request tracking purposes. We have a
ticket that was created,
Alex,
I had a customer that wanted all time recorded in man days. An entry of 1
would = 1 day (8 hours) and an entry of 1.5 would = 12 hours or 1.5 days.
To get this to happen for all search results and displays, I had to change
the Database to define all the time fields to have 3 decimal
Juanjillo,
You can create or update a template to have the ticket link in it.
Kenn
On Sat, Oct 6, 2012 at 3:51 PM, Juanjo juanji...@gmail.com wrote:
Any help?
El 01/10/2012 17:02, Juanjo juanji...@gmail.com escribió:
Hi to all.
When we create or assign a ticket the email that the user
First of all, you cannot save/share a search/dashboard for a group unless
you are a member of that group. If you are an admin with the correct
privileges, you can set the privileges for that group to allow them to
see/load/modify that search/dashboard.
If you don't want to be a member of a bunch
Alex,
I wrote a scrip that adds time entered into a child ticket automatically to
all parents of that ticket, in case that child has more than one parent or
more than one grandparent, etc.
I'll have to look it up, but check back with me in a couple days and I
might have it by then. I'm not home
Asanka,
Reminders ARE Tickets, in that they reside in the TICKETS Table. The
difference is Type.
Kenn
On Tue, Sep 25, 2012 at 12:36 AM, Asanka Gunasekera
asanka_gunasek...@yahoo.co.uk wrote:
Hi I am trying find why this is hapening Couldn't find Ticket for
reminder 2087. Please contact
Paul,
Like Thomas said, build the query you want and add the Timeworked column.
However, to make this a weekly report, you need to put it in a dashboard
set to run weekly. That would do it.
Hope this helps.
Kenn
On Wed, Sep 19, 2012 at 3:41 PM, Paul Muther dalam...@gmail.com wrote:
Is there
Asanka,
That would probably be the transaction with a type of Create. That's what
triggers the ticket being created. If that is what you mean.
kenn
On Wed, Sep 19, 2012 at 3:25 AM, Asanka Gunasekera
asanka_gunasek...@yahoo.co.uk wrote:
this
--
*From:* Asanka
Mayk,
You'd have to modify the code that produces the report. I modified it to
alter the SuperUser requirement to show ALL ticket owners (in a Queue) to
require membership in a management group instead.
Hope his helps.
Kenn
On Mon, Sep 17, 2012 at 8:31 AM, Mayk Backus bac...@nlcom.nl wrote:
Kevin,
Yep, forgot about that. Been working mostly on 3.6 and 3.8 systems lately.
Brain fart.
Kenn
On Fri, Sep 14, 2012 at 10:47 AM, Kevin Falcone
falc...@bestpractical.comwrote:
On Wed, Sep 12, 2012 at 09:53:23PM -0700, Kenneth Crocker wrote:
Although you could change those status
Jack,
I don't think RT allows a scrip to send a message to the screen. That would
be a REAL nice enhancement. I got around the problem by triggering an email
to notify the person making the change that the change was NOT accepted and
that the ticket was reverted to the original status.
Hope this
Maciej,
Although you could change those status values, why? If a ticket is invoiced
or whatever, it is still open. Why not create a Custom Field that shows
what its state within the open status, ie. invoiced, check pending and a
ton of others. This CF could also be used in queries, dashboards,
Winn,
Are you using the RT SQL provided with the system?
Once you've created a search with RTSQL, you save the search and then it is
available to be used in a Dashboard.
Hope this helps.
Kenn
On Thu, Sep 6, 2012 at 7:54 AM, Winn Johnston winn_johns...@yahoo.comwrote:
All,
I am trying to
Josh,
For Queues, don't grant any permissions for Queues at the Global level.
Grant them for Roles or User-defined groups.
for restricting privileged users from seeing tickets they have NOT
requested, then grant ShowTicket to the Role of Requestor, either for a
specific Queue or GLobally, if you
MArio,
I may be wrong, but I believe a user can set up what they want to see in
the History with settings. The default is set in the RT_SiteConfig.pm file.
You might want to see what your default is.
Kenn
On Wed, Aug 1, 2012 at 11:13 AM, Mayk Backus bac...@nlcom.nl wrote:
Hello Mario,
line, excluding the RT parts for testing. But
when I save it in the RT web ui I get the error below.
Thanks,
Mike
Sent from my iPhone
On Jul 5, 2012, at 4:21 PM, Kenneth Crocker kenn.croc...@gmail.com
wrote:
Mike,
Replaces the Requestor? How? In what manner? If you just want
Chris,
I see no reason why this wouldn't work on RT 3.X or 4.x.
The Custom Fields could easily be Global, that way they could be seen
whenever a ticket is moved from one Queue to another Queue.
I'd create CF's for all the Customer info and to keep the display screen
clean, grant SeeCustomField
Mike,
Replaces the Requestor? How? In what manner? If you just want the Requestor
to have a different title or name then use the language translator. There
is an array in it that lets you replace certain items when they are
displayed.
Kenn
On Tue, Jul 3, 2012 at 8:02 PM, Michael Coakley
David,
Is it the same person being added in all cases? If so, have you looked that
person up and determined what group memberships are there?
Also, unless there is some sort of scrip adding a CC or AdminCc via either
a global scrip or a Queue-based scrip, this seems impossible.
Database
Tim,
That would be a real easy one to develop. Yes, you can create a new
template that could be global or for a Queue that would relate the
pertanent info and that template would be the one you refer to in your new
notification scrip.
You will want to name it appropriately (Notify Requestor on
Glenn,
you don't have to necessarily do this with Cronjob. RT has Dashboards that
can run Queries on a scheduled basis and send the results to whomever you
want.
Try creating a Search or series of searches, depending on who is
responsible for what Queues/Tickets, and then saving those searches
Matthew,Tim,
Most likely it is.
Kenn
On Thu, Jun 14, 2012 at 6:54 AM, Tim Cutts t...@sanger.ac.uk wrote:
On 14 Jun 2012, at 14:48, Matthew W. wrote:
Hello,
I'm relatively new to RT and have been running into this problem for a
few days now. I've looked everywhere and haven't found
Jeff,
Kool. Don't forget about the action being Notify Others so your override
takes effect.
thanks for the tip on my guide.
Kenn
On Wed, Jun 6, 2012 at 9:31 AM, Jeff Blaine jbla...@kickflop.net wrote:
On 6/5/2012 6:40 PM, Kenneth Crocker wrote:
Create a Template called Notify Parents
Jeff,
OK. Here's what you do:
Create a Template called Notify Parents on Resolve.
The Template should have code similar to this (loop thru all parents and
add the Emailaddress of the ticket owner to the To: line in the Template)
at the top (test the code to correct my mistakes):
To: {my
Jeff,
Here's some code I developed for a 3.8 installation.
It will add TimeWorked to each parent of a ticket up the ladder and
sideways (if a ticket has more than one parent), regardless of how many.
Use it as an example of how to determine if there is a parent and then as a
condition to send a
Joe,
I believe that it is under ParseCC'... something like that in the
RT_Config.pm file. You would make you settings in the RT_SiteConfig.pm
file. Back in 3.6 and 3.8 (maybe) this option only worked RT wide. Then I
believe either Ruslan or someone created a scrip that could do the same
thing on
Nathan,
It could be caused by granting wholesale permissions Globally for everyone
to Queues/Tickets and Custom Fields and that would make RT spend a lot of
time checking for permissions.
just a thought.
Kenn
On Wed, May 30, 2012 at 7:37 AM, Nathan Baker bak...@gmail.com wrote:
I'm going to
/Callbacks/CustomField-HideEmptyValues/Elements/ShowCustomFields/MassageCustomFields
Sorry for my long long post, let me know if I should open a new tread in
regards to the MassageCustomFields info.
Thank you again!
Kenneth Crocker-2 wrote:
HoboKing,
You could create a CF
Joe,
I believe that RT has an option in the configuration to automatically add
email CC's as ticket CC's.
You can have that option applied RT-Wide or on a Queue by Queue basis.
From there it is just a matter of notification scrips.
Hope this helps.
Kenn
On Tue, May 29, 2012 at 3:53 PM, Joe
HoboKing,
You could create a CF with SeeCF rights only to Users and then write a
scrip so that when the TimeWorked field is updated, the scrip subtracts the
old value from the new value and then adds that result to the CF.
You could also add a condition to check the date and if it is month-end or
Paul,
Scrips and templates have different functions, so of course they do not
have the same consistent behavior.
Kenn
On Fri, May 18, 2012 at 3:40 PM, Paul Tomblin ptomb...@xcski.com wrote:
On Fri, May 18, 2012 at 5:40 PM, Paul Tomblin ptomb...@xcski.com wrote:
Jiten,
You make sure that you have granted all the rights you want the group to
have for searches to that group, then all members of the group will have
this search available to them. I do this on a Global level, that way
Privileged Users automatically get these rights when they are in a group
Jonathan,
If you're talking about creating a ticket via WebUI, then make the CF
mandatory. If you're talking about creating via email, you'll need a scrip.
Kenn
On Fri, May 11, 2012 at 8:27 AM, Jonathan Khattir
jonathan.khat...@mobiquithings.net wrote:
Hi, I would like check if there are a
messge ( fill custom1 or custom2 or custom3)
}
2012/5/11 Kenneth Crocker kenn.croc...@gmail.com
Jonathan,
If you're talking about creating a ticket via WebUI, then make the CF
mandatory. If you're talking about creating via email, you'll need a scrip.
Kenn
On Fri, May 11, 2012 at 8:27
Zoedog,
Depending on how many Global rights you have granted, just don't give them
the ModifyTicket right and don't let them modify comments, reply to
tickets or modify any custom fields.
Kenn
On Wed, May 9, 2012 at 12:00 PM, Zoedog dstro...@flexstar.com wrote:
I have a requirement to set up
Mario,
Actually, you can make the new user default to the Privileged group (in
your RT_SiteConfig.pm file) and that group can have a set of privileges and
a dashboard accessible to all Privileged users.
User-defined groups are the type that have to have users manually added. If
you do add a user
Tim,
You can also have the Reply to Requestor script removed from Global
application and put it in Queue by Queue or add the code that allows you to
skip a Queue in scrips (see the wiki).
Kenn
On Tue, May 1, 2012 at 2:45 PM, Tim Dunphy bluethu...@gmail.com wrote:
hello,
We have an RT queue
Doug,
Perhaps you could set the code to identify that user as the requestor and
return 0 when that happens. That way all others get their email?
Kenn
On Wed, May 2, 2012 at 9:37 AM, Doug Eubanks ad...@dougware.net wrote:
I'm trying to create a custom condition that prevents the requestor
Petr,
You could set up a CF where the values you set up link to something in the
CRM system. You could even set up the CRM values you want and link those to
the values of the first CF and then use those values in an array in a scrip
to give you some results.
Kenn
On Fri, Apr 13, 2012 at 12:06
Joshua,
In the 3.8 version, I believe there was a TIme Worked extension that did
this ondisplay. I do not know if this is available for 4.0.
Check the wiki for that extension and ask the author if there is a 4.0
version.
Kenn
On Tue, Apr 10, 2012 at 12:28 PM, Joshua Laroff jlar...@gmail.com
Cristo,
There are several tables that work in conjunction with privileges, The ACL,
Group, GroupMembers, CacheGroupMembers, Principals, etc.
If you get them out of sync, you are in a world of hurt.
I'd suggest reading about privileges and more about the framework of rights
before putzing around
Florin,
create a search that meets your criteria and then a dashboard that runs
said search at the appropriate time.
Kenn
On Wed, Apr 11, 2012 at 2:33 PM, Florin Andrei flo...@andrei.myip.orgwrote:
Using RT-4.0.5 on Linux.
What is the best way to configure RT to automatically send an email
Stephane,
RT can handle multiple Queues in several ways. You could, for example,
write a scrip that creates a ticket based on correspondence and some other
criteria.
You could also simply create a Refers To ticket and let that ticket
creation send out an email.
Have you read the Essentials book?
David,
I'm not sure if this would work for you, but I've lalways used a script to
pre-fill any other ticket fields (CF's or otherwise) based on the existing
values of some other field.
If you know what those values are and they are consistent, that might work.
Kenn
On Tue, Mar 27, 2012 at 5:36
Ulf,
Reminders are Tickets with the type = reminder and they are linked to
other tickets via the LINKS table like any other ticket relationship.
Your problem could stem from the fact that the older versions of RT did not
automatically resolve a reminder when the ticker was resolved (not a
Chris,
you're welcome. The neat (and sometimes confusing for perl beginners like
me) thing is that with perl you can construct several different
styles/techniques of code that all do the same thing.
Kenn
On Mon, Mar 5, 2012 at 3:17 PM, Chris Herrmann chrisherrma...@gmail.comwrote:
Thanks Ken,
Joe,
I could be reading your question wrong (I do that sometimes), but it sounds
like you want to have the option of different data in the subject line for
templates.
Typically, a template is selected for a specific scrip. I haven't done
this, but Kevin or Rsuslan or Thomas could tell you if you
Chris,
Ever hear the term Timing is everything? I think your timing is off on
this. Your code is triggered by the transaction that changes the status to
resolved. Therefore, New Value will not be Y.
In your situation, I think your Custom Field already has a value of Y or
N and therefore there is
Fabio,
No. Every ticket can have only one owner. My suggestion is to define the
type of work in the Queue/ticket and then based on type of work, generate
as many children tickets with different owners as you need.
That's all I can think of at the moment.
Kenn
On Mon, Feb 27, 2012 at 10:04 PM,
Christopher,
That would be the Watch right.
Kenn
On Thu, Feb 23, 2012 at 1:30 PM, Christopher Lasater clasa...@taleo.comwrote:
Hey Guys,
How do give someone the ability to add another user as a CC, without
giving them the ability to Modify the who ticket?
** **
*Christopher
Radek,
If I understand your question, you want to know how to add a person as a
permanent CC get a person on an email to RT when the ticket is first
created?
I believe there is a scrip for this in the RT wiki. I copied it myself
awhile back.
It takes all the Cc's on an email during ticket
at 7:42 AM, Kevin Falcone falc...@bestpractical.comwrote:
No worries Kenn, we appreciate you helping out the other RT Users.
In this case your answer just provided a good jumping off point for
the user's question.
-kevin
On Fri, Feb 17, 2012 at 10:54:37PM -0800, Kenneth Crocker wrote
Thomas,
Yep, that sounds like it. Like I said, i wasn't sure I understood him
correctly.
Kenn
On Wed, Feb 22, 2012 at 10:50 AM, Thomas Sibley t...@bestpractical.comwrote:
On 02/22/2012 01:40 PM, Kenneth Crocker wrote:
If I understand your question, you want to know how to add a person
Jim,
I could be wrong on this, but I believe the default for comments on resolve
is that the comment is not carried over.
I have a resolve template that I use that copies the last comment made
(presumably during the resolve process) and includes it in the template
sent out in email.
There
Van,
I would recommend making them all privileged so you cab put them in groups
(like staff, students, etc.) with similar access needs.
Kenn
On Thu, Feb 16, 2012 at 3:23 PM, Howell, Van van.how...@lcu.edu wrote:
I am using LDAP authentication.
I have about 2000 users in Faculty, Staff,
Scott,
I can, but it would be helpful to know how uyou have set up your
privileges, both Globally and by Queue. Also, in order for LDAP info to get
into a User, they must have the ModifySelf right applied. OVerall, I
think this is all a privileges problem.
Kenn
On Fri, Feb 10, 2012 at 12:45 PM,
Martin,
If you notice others getting emails confirming their transaction, then
perhaps you should turn off $NotifyActor in your RT_Siteconfig.pm file.
Kenn
On Thu, Feb 9, 2012 at 4:25 AM, Martin Petersson mar...@uanet.se wrote:
Hello,
** **
I wonder how to stop RT from sending out
Thomas.
Create a Custom Field named Last Queue and then write a scrip that
populates that CF with the current Queue before it is moved.
Kenn
On Thu, Jan 26, 2012 at 10:46 AM, Allen allen+rtl...@crystalfontz.comwrote:
in the log for the user is “Queue changed from General to”
That blank
Daniel,
When you grant rights for a Custom Field to a group, then they have those
rights r*egardless of Queue*.
When you grant rights to Custom Fields at the Queue level, you lose the
ability to segregate Custom Fields in that Queue.
What if you have some Custom Fields in a Queue that you DO
Ronald,
Did you try by adding 'resolved' as an active status?
Just a thought. Haven't checked it out, myself.
Kenn
On Wed, Jan 18, 2012 at 7:22 AM, Ronald J. Yacketta yacke...@potsdam.eduwrote:
Hello all!
I have been stumbling around trying to display 'resolved' status in
Quicksearch, so
Jeff,
The rights offered by RT for managing Queues/tickets are categorized in a
way that is most common to general use.
That doesn't mean you can't grant an Administrator right to someone that
isn't a manager or anything like that.
The best thing to keep in mind about these rights is how does
Chris,
If this is about getting a lot of older tickets caught up with the values
they didn't get, have you considered using Bulk Update?
Of course, you would have to be able to single these tickets out by some
other existing data.
Kenn
On Wed, Jan 18, 2012 at 8:04 AM, Chris Rios
Stefan,
The ability to create/configure a Queue could easily be given Globally to a
particular Group by granting that Group the 'SuperUser' right. This would
also enable that Group to create/configure/modify Custom Fields. Someone *
already* having the SuperUser right navigates thus:
Alex,
You can turn that off with the NotifyActor setting in the RT_SiteConfig.pm
file.
Kenn
On Tue, Jan 3, 2012 at 2:55 AM, Alex Dyas ad...@linalis.com wrote:
Hi, and happy new year.
We have noticed recently that RT sends updates to the originator of a
ticket even if that person is not in
Jeff,
That's why I suggested you change your default. If it isn't offered now,
then when you change your default, it WILL be offered to ALL users.
Kenn
On Fri, Dec 30, 2011 at 2:48 PM, Jeff Blaine jbla...@kickflop.net wrote:
On 12/30/2011 5:33 PM, Kenneth Crocker wrote:
Jeff,
You can
Jeff,
You can modify your default search results display in the RT_SiteConfig.pm
file in home/etc.
Kenn
On Fri, Dec 30, 2011 at 2:28 PM, Jeff Blaine jbla...@kickflop.net wrote:
I no longer see a selectable blank option for column
display. We used this previously to, obviously, pad the
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