Re: [rt-users] Seeing approvals

On Tue, Jan 29, 2008 at 02:55:35PM -0800, Roger Mastrude wrote: On 2/8/2006 Jesse answered a question thus: Q: I've been starting to get to grips with the Approval functionality (RT 3.4.2) and I'm wondering what determines who is allowed to approve tickets and who can see approvals

[rt-users] Error adding watcher to queue, bug?

Hi there, Im getting an odd error while trying to add a watcher to a queue. When adding a new AdminCc to a queue I get a Group not found error that comes from: /rt3/lib/RT/Queue_Overlay.pm {AddWatcher subfunction} $group-LoadQueueRoleGroup(Type = $args{'Type'}, Queue = $self-Id);

Re: [rt-users] Tables, database size, backups

Further to my previous email... Several issues for us here: * noticing the problem has happened. Usually this is when a customer complains, or we happen to be *looking* at whether or not RT is sending mail for some other reason. Actually seeing a lot of error messages

Re: [rt-users] Add a alternative email to a user

Pedro Bomente Filho wrote: Hi, I need to add a alternative email to a user. So, when the user to send a ticket from both emails, the RT will can identify him like as requestor. How do i make it? I do not believe this is possible as it seems violates the way RT is designed. I can only

Re: [rt-users] Add a alternative email to a user

Pedro Bomente Filho wrote: I see. However, here some people send from [EMAIL PROTECTED] mailto:[EMAIL PROTECTED], some [EMAIL PROTECTED] mailto:[EMAIL PROTECTED], did you understand? And, we have not registered in our LDAP... Well, thank you very much.. To deal with that you would have

Re: [rt-users] Add a alternative email to a user

Mike Peachey wrote: Pedro Bomente Filho wrote: Hey, do you know how RT can add requestors without domain of email address, example: email requestor: [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] user register in RT: username Here, the user is registered as [EMAIL PROTECTED] mailto:[EMAIL

[rt-users] [Fwd: Re: Add a alternative email to a user]

Forwarding back into list. Original Message Return-path:[EMAIL PROTECTED] Envelope-to:[EMAIL PROTECTED] Delivery-date: Wed, 30 Jan 2008 14:16:37 + Date: Wed, 30 Jan 2008 12:16:30 -0200 From: Pedro Bomente Filho [EMAIL PROTECTED] To: [EMAIL PROTECTED]

Re: [rt-users] Add a alternative email to a user

Pedro Bomente Filho wrote: Hey, do you know how RT can add requestors without domain of email address, example: email requestor: [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] user register in RT: username Here, the user is registered as [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] Thank

Re: [rt-users] Add a alternative email to a user

Pedro Bomente Filho wrote: I see, but it's very work for me. Here we have a small departament. It's 25 teachers. Then perhaps someone might modify it for you if you paid them? BestPractical for example? Alternatively you could MAKE the teachers e-mail RT from only one domain. -- Kind

Re: [rt-users] Add a alternative email to a user

Pedro Bomente Filho wrote: Ok. Because here we have ldap authentication, so some peoples send emails from one that are not registered in LDAP. Well, A alternative email would be a solution... I have had the exact same problem. Some people send from [EMAIL PROTECTED], some send from [EMAIL

[rt-users] Question about Custom Page: $Ticket-HasUnresolvedDependencies

Hi RT Users, I'm working on a very special problem at this moment for our Software Devel Department. Let me shortly explain my problem and my Idea to help our internal departments. We have a internal structure like this: Business Unit - System Analyst - Developer Normally the BU opens a

[rt-users] Printing multiple Tickets at once

Hi, is it possible to somehow print a list of tickets (basically all Tickets in a Queue) in one run automatically, either into HTML to print from the browser or directly into PDF? Any ideas here? Thanks in advance. Yours, Torben Nehmer --- Torben Nehmer Diplom Informatiker

Re: [rt-users] Add a alternative email to a user

At Wednesday 1/30/2008 08:22 AM, Pedro Bomente Filho wrote: Hi, I need to add a alternative email to a user. So, when the user to send a ticket from both emails, the RT will can identify him like as requestor. How do i make it? Thank you, Pedro Pedro, Check out the Merge Users extension:

Re: [rt-users] Seeing approvals

Emmanuel, Have you looked at the QA WorkFlow design document I sent to the RT Docs subversion archive? It has an Approvals portion in it. It is designed around a front-end queue that acts as a collection of requests waiting for approval. The normal RT privileges can be applied (like

Re: [rt-users] Seeing approvals

On Wed, Jan 30, 2008 at 09:41:30AM -0800, Kenneth Crocker wrote: Emmanuel, Have you looked at the QA WorkFlow design document I sent to the RT Docs subversion archive? It has an Approvals portion in it. It is designed around a front-end queue that acts as a collection of requests

Re: [rt-users] Question about Custom Page: $Ticket-HasUnresolvedDependencies

Ham, We already do that, but we use a query instead of a special page. On your home page, you can modify it to run any query you want when you sign-in. Our query runs against 1 or more queues (depends on the relationships) and lists all non-resolved, non-deleted, non-closed tickets

[rt-users] using _CurrentUser_ in a saved search?

I have a search I'm trying to fix that currently looks like: Queue = 'Helpdesk' and Owner = 'aavriette' and LastUpdated '7 days' and LastUpdated '-7 days' The LastUpdated thing smells like a hack to me, but it seems to work. I'd like to be able to say and Owner = '_CurrentUser_' but

Re: [rt-users] Question about Custom Page: $Ticket-HasUnresolvedDependencies

Hi kenneth, How does your query look like? I tried it several days with a good query?!? Thanks Torsten -Original Message- From: Kenneth Crocker [EMAIL PROTECTED] To: Ham MI-ID, Torsten Brumm CC: RT Users rt-users@lists.bestpractical.com Sent: Wed Jan 30 18:51:00 2008 Subject: Re:

Re: [rt-users] using _CurrentUser_ in a saved search?

IIRC it should be 2 _ characters. Alex J. Avriette wrote: I have a search I'm trying to fix that currently looks like: Queue = 'Helpdesk' and Owner = 'aavriette' and LastUpdated '7 days' and LastUpdated '-7 days' The LastUpdated thing smells like a hack to me, but it seems to work.

[rt-users] Attachments aren't attaching

Hello, I'm having some issues trying to attach a .doc attachment that is 4MB. I have the following set in my RT Config: RT::VERSION 3.6.1 RT::MaxAttachmentSize 1000 The above setting is 10MB, so I'm not quite sure why it would not be allowed to attach. Is there another place I need

Re: [rt-users] using _CurrentUser_ in a saved search?

No results with two underscores, either. alex On Jan 30, 2008, at 1:07 PM, Drew Barnes wrote: IIRC it should be 2 _ characters. Alex J. Avriette wrote: I have a search I'm trying to fix that currently looks like: Queue = 'Helpdesk' and Owner = 'aavriette' and LastUpdated '7 days' and

[rt-users] First time setting up RT need help with email setup

I finally have RT setup on an Ubuntu Dapper install, but I am unsure how to setup outgoing e-mail. I want to use our company smtp server to send email. How would I go about doing that? -Jeff ___

[rt-users] Restricting Users from seeing other tickets

How would I be able to restrict a user from seeing all other tickets that they did not submit? -Jeff ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL

Re: [rt-users] Attachments aren't attaching

It's worth checking your apache config. -- Kind Regards, ___ Mike Peachey, IT Tel: +44 (0) 114 281 2655 Fax: +44 (0) 114 281 2951 Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK http://www.jennic.com Confidential

Re: [rt-users] First time setting up RT need help with email setup

Hi Jeffrey, The easiest way (at least for us) was to have a mail server installed on the RT box (Postfix in my case) and have it use our SMTP as a Smarthost. From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Jeffrey Lee Sent: Wednesday, January 30, 2008 2:01 PM To:

Re: [rt-users] First time setting up RT need help with email setup

So you would have to configure RT to use sendmail or postfix and then configure sendmail or postfix to relay messages to the smtp server as a smarthost? -Jeff _ From: Helmuth Ramirez [mailto:[EMAIL PROTECTED] Sent: Wednesday, January 30, 2008 2:07 PM To: Jeffrey Lee;

Re: [rt-users] First time setting up RT need help with email setup

Yes, that is the way we did it and it has worked out very well in our Windows/Exchange environment From: Jeffrey Lee [mailto:[EMAIL PROTECTED] Sent: Wednesday, January 30, 2008 2:07 PM To: Helmuth Ramirez; rt-users@lists.bestpractical.com Subject: RE: [rt-users] First time setting up RT need

Re: [rt-users] Restricting Users from seeing other tickets

Only grant ShowTicket to the Requestor role. On 1/30/08, Jeffrey Lee [EMAIL PROTECTED] wrote: How would I be able to restrict a user from seeing all other tickets that they did not submit? -Jeff ___

Re: [rt-users] Attachments aren't attaching

check the max_packet_size (or whatever it is) in my.cnf if you are using mysql? Jared Hanks wrote: Hello, I'm having some issues trying to attach a .doc attachment that is 4MB. I have the following set in my RT Config: RT::VERSION 3.6.1 RT::MaxAttachmentSize 1000 The above

Re: [rt-users] Scrip for escalating priority based on to address from header

Why do you have a package statement? And $Ticket should be $self-TicketObj. On 1/30/08, Kimberly McKinnis [EMAIL PROTECTED] wrote: I've read up on priorities, but nothing I've seen quite fits my need. We have two email addresses that both go to the same queue, an alert email and a support

[rt-users] Scrip for escalating priority based on to address from header

I've read up on priorities, but nothing I've seen quite fits my need. We have two email addresses that both go to the same queue, an alert email and a support email. The alert email also SMS's my mobile phone. I'd like to have RT check the to: address from the header and set anything to the alert

Re: [rt-users] using _CurrentUser_ in a saved search?

You can't used __CurrentUser__ in a saved search. On 1/30/08, Alex J. Avriette [EMAIL PROTECTED] wrote: I have a search I'm trying to fix that currently looks like: Queue = 'Helpdesk' and Owner = 'aavriette' and LastUpdated '7 days' and LastUpdated '-7 days' The LastUpdated thing smells

Re: [rt-users] Question about Custom Page: $Ticket-HasUnresolvedDependencies

Ham, The following is the SQL from our query: ( Queue = 'TSG-RT' OR Queue = 'RT-Admin' ) AND ( Status = 'open' OR Status = 'resolved' OR Status = 'stalled' OR Status = 'new' ) AND 'CF.{TSG-RT Work Category}' LIKE 'Upgrade' ' ba

Re: [rt-users] Attachments aren't attaching

Jared, Is there a limit on the browser you use for WebUI? Do you have any limitations using Apache? Kenn LBNL On 1/30/2008 10:04 AM, Jared Hanks wrote: Hello, I'm having some issues trying to attach a .doc attachment that is 4MB. I have the following set in my RT Config:

Re: [rt-users] First time setting up RT need help with email setup

how did you configure your smart host? I added a smarthost line into the postfix config file but it was still not relaying. Any suggestions? -Jeff _ From: Helmuth Ramirez [mailto:[EMAIL PROTECTED] Sent: Wednesday, January 30, 2008 2:11 PM To: Jeffrey Lee;

Re: [rt-users] Scrip for escalating priority based on to address from header

Because I have no idea what I'm doing. Without, I still receive errors: [Wed Jan 30 20:17:14 2008] [error]: Scrip 16 Commit failed: Global symbol $to requires explicit package name at (eval 2305) line 1. Global symbol $Ticket requires explicit package name at (eval 2305) line 1. syntax error at

Re: [rt-users] Scrip for escalating priority based on to address from header

Kimberly, I would starting by picking up a copy of Learning Perl. If you don't know basic Perl syntax there is no way you will be able to write RT scrips. Try: if ($to =~ /[EMAIL PROTECTED]/) { { $self-TicketObj-SetPriority(98); } I'll write it for you if you send me an HD Tivo. ;) -Todd On

Re: [rt-users] First time setting up RT need help with email setup

Did you add it as a 'smarthost' or 'relayhost'. It should be: Edit /etc/postfix/main.cf, and add or edit this line: relayhost = your.server.com http://your.server.com/ I'll be honest, I'm a Linux noob, I am running Debian and I used 'dpkg -reconfigure postfix' for it to walk me through

Re: [rt-users] First time setting up RT need help with email setup

Hmm. I think my problem is more on the RT end. postfix is sending e-mails now. But only when i include an e-mail in the cc field. It doesn't seem to send an e-mail to a requestor and the person it is assigned to. Is there something special I need to initialize for that to work? -Jeff

Re: [rt-users] using _CurrentUser_ in a saved search?

On Jan 30, 2008, at 12:54 PM, Alex J. Avriette wrote: I have a search I'm trying to fix that currently looks like: Queue = 'Helpdesk' and Owner = 'aavriette' and LastUpdated '7 days' and LastUpdated '-7 days' The LastUpdated thing smells like a hack to me, but it seems to work. I'd

Re: [rt-users] First time setting up RT need help with email setup

Is the person (whether it be the owner or requestor) the same person who is updating the ticket? From: Jeffrey Lee [mailto:[EMAIL PROTECTED] Sent: Wednesday, January 30, 2008 3:29 PM To: Helmuth Ramirez; rt-users@lists.bestpractical.com Subject: RE: [rt-users] First time setting up RT need

Re: [rt-users] First time setting up RT need help with email setup

Nope. -Jeff _ From: Helmuth Ramirez [mailto:[EMAIL PROTECTED] Sent: Wednesday, January 30, 2008 3:42 PM To: Jeffrey Lee; rt-users@lists.bestpractical.com Subject: RE: [rt-users] First time setting up RT need help with email setup Is the person (whether it be the owner or requestor)

[rt-users] Restrict a requestor assign rights

Hi I'd like to be able to restrict requestors the ability to assign the ticket to anyone. Only Nobody. Is there a way to do that? -jeff ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com

Re: [rt-users] Restrict a requestor assign rights

Jeffrey, You need to understand the RT privileges and their relationships. If you are using self-service to ticket creation, merely limit what the user can put into an email that creates a ticket. If you allow ticket creation using WebUI, then you need to be careful of the Global

Re: [rt-users] Scrip for escalating priority based on to address from header

Sadly, I'm not cool enough to get you a free TiVo. Mine wasn't even free :P I have Learning Perl, I'm just floundering and it's all starting to look the same Condition: on create Action: User Defined Templayte: Global template: Blank Stage: TransactionCreate my $to =

Re: [rt-users] Attachments aren't attaching

Thanks for the info. It was actually in the MySql conf file (/etc/my.cnf). I added the following line under the [mysqld] section: max_allowed_packet=10M I was then able to attach a message 1MB. Date: Wed, 30 Jan 2008 18:38:10 + From: [EMAIL PROTECTED] To: [EMAIL PROTECTED] CC:

[rt-users] Sync RT users with external groups

Hi, My name is Michel Wils. I'm working for Laval University, Quebec city. We are currently trying to sync users with an external group management system via XML-RPC calls. The implementation of this task is nearly finished, but I still have one thing to figure out. Here's the short

[rt-users] Installing RT in Solaris

Hi, We are planing to instal RT 3.6.6 on solaris 10. $uname -a SunOS localhost 5.10 Generic_125100-10 sun4us sparc FJSV,GPUZC-M I have run the make testdeps to see the dependency and i have attached the output here. make testdeps | more /bin/perl ./sbin/rt-test-dependencies --verbose

Re: [rt-users] Installing RT in Solaris

Raja, these are all Perl modules you are missing and need installed. James Moseley Raja [EMAIL PROTECTED]

Re: [rt-users] This message will be sent to...

Hey, Stephen Turner wrote: i'm searching for a possibility to show the Queue-CCs while creating (create + correspondend) a ticket without letting the users modify it - in other words: i know the ShowOutgoingEMail-Right ;) To get the queue ccs (and adminccs), you can simply do: