[rt-users] Customizing the New ticket page on the RT Self service portal

I am trying to figure out when logged into the RT self service portal, if I can modify the way the list of Queues shows up when creating a new ticket? By default the Queue name and description are cluttered together, and have the same font size/color making it a little less user friendly then I

Re: [rt-users] User not getting the webpath in links

Has anyone encountered this issue before? Am I not providing enough information to make the issue clear? On 24/03/2016 17:25, Luke Hopkins wrote: I recently upgraded my database from 4.0.4 to 4.4.0. Everything works fine except for one user who doesn't get the right links. Whenever the user

[rt-users] Automated time tracking

I was wondering if anyone knows of plugins that would allow for automatic tracking of time worked. There seem to be several plugins that create different interfaces for manually entering time (see https://metacpan.org/search?q=RT%3A%3AExtension+time_type=modules), but I'm looking for something

Re: [rt-users] Display custom fields in a ticket

On 29-3-2016 2:09, Jeffrey Pilant wrote: > > Joop wrote: > > > Jeffrey Pilant wrote: > > > >/Could this be a customization of the old system? If so, what files > would exist / > > /> > to hold the customization? [I know there is an overload > mechanism, and maybe some / > > /> > config stuff,

[rt-users] Display custom fields in a ticket

Joop wrote: > In 4.2 BP introduced the concept of CustomFieldGrouping where you can > add CFs to other metadata blocks like Dates or People thats why > ShowSummary is different. > Could it be that the configuration variable todo wiht CF-Grouping has > been modified (incorrectly)?? > > Joop

Re: [rt-users] Automated time tracking

Hi Barton, RT 4.4 added a pop-up ticket timer. Is that what you're looking for? This blog post has a screenshot: https://bestpractical.com/blog/2016/3/improved-time-tracking-in-rt Jim On 3/29/16 2:14 PM, Barton Chittenden wrote: I was wondering if anyone knows of plugins that would allow

Re: [rt-users] Automated time tracking

On Tue, Mar 29, 2016 at 02:14:01PM -0400, Barton Chittenden wrote: > I was wondering if anyone knows of plugins that would allow for automatic > tracking of time worked. There seem to be several plugins that create > different interfaces for manually entering time (see >

Re: [rt-users] User not getting the webpath in links

On 29-3-2016 18:00, Luke Hopkins wrote: > Has anyone encountered this issue before? Am I not providing enough > information to make the issue clear? > > On 24/03/2016 17:25, Luke Hopkins wrote: >> >> I recently upgraded my database from 4.0.4 to 4.4.0. Everything works >> fine except for one

Re: [rt-users] Automated time tracking

On 3/29/16 2:34 PM, Barton Chittenden wrote: Jim, I looked at https://bestpractical.com/blog/2016/3/improved-time-tracking-in-rt, but I didn't explicitly see anything that tracked how long the browser session containing the ticket had been open, which is what I really want. Ah, I see.

Re: [rt-users] Customizing the New ticket page on the RT Self service portal

There’s probably other ways, but this is what we do: Per the recommended method of altering RT code, copy share/html/SelfService/CreateTicketInQueue.html to local/html/SelfService/CreateTicketInQueue.html (create the path first if it does not already exist, and be sure not to overwrite your

Re: [rt-users] Automated time tracking

Jim, I looked at https://bestpractical.com/blog/2016/3/improved-time-tracking-in-rt, but I didn't explicitly see anything that tracked how long the browser session containing the ticket had been open, which is what I really want. On Tue, Mar 29, 2016 at 2:18 PM, Jim Brandt

[rt-users] RT 4.2.12 upgrade not sending email out....

After a recent upgrade to 4.2.12, RT doesn’t seem to be sending out emails. It accepts them in, but we don’t get any acknowledgement emails, nor correspondences. I need a way to debug this to pin-point the issue, thanks. -- Gary L. Greene, Jr. Sr. Systems Administrator IT Operations Minerva

[rt-users] hotmail address requester does not get email notifications if reply sent via a mail client

Hi all, I'm experiencing an issue with a particular queue where by a Hotmail address requester does not get email notifications if their ticket is replied to via a mail client - RT gets updated with the reply but it doesn't send out an email to the requester. If the same ticket is replied to

[rt-users] API for ticket forwarding

It seems that its not possible to forward a ticket with its history and attachments through REST API. (i could not find anything in either documentation or code). Is there any other API for this besides the web interface? Paris - RT 4.4 and RTIR Training Sessions

[rt-users] Changing ticket shape/format

Hi guys I'm trying to find this on web (wiki, docs...) but with no luck. Currently our ticket look like default RT ticket, [domain.com #], but it's obviously too much for certain people to comprehend this and include whole ticket in subject, so instead of replying to already opened ticket, we