[rt-users] newbie needs help to move ticket to different queue

I'm using RT 3.6.6 on centos 5.1. I'm new to RT and trying to setup the basics on how we'll use it to track trouble tickets in our small IT dept. My plan was to have a single queue NewTicket that was the only queue accessible to all users. The helpdesk person would look at the ticket and then

Re: [rt-users] newbie needs help to move ticket to different queue

Unless I'm missing something in your question: just click on the 'Basics' link in the navigation bar and select the Queue: pulldown and select the queue you want it to go into (then save changes by clicking the 'Save Changes' button). Steve On Tue, May 27, 2008 at 12:42 PM, Sells, Fred [EMAIL

[rt-users] Privilege only on a ticket but not to the whole queue

I have a group `group1' who sometimes drop a ticket from their queue `Queue1' to our queue `Queue2' as part of the requirement. Now is it possible to give that group `group1' read/write access *only* to the ticket(s) they drop on queue `Queue2' and no read or read/write access to other tickets in

Re: [rt-users] [senderbase] Re: newbie needs help to move ticket to different queue

thanks, I must not have had the ticket selected when I tried Basics, I appreciate you're taking the time to explain the obvious with a zinger :) Fred. -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Behalf Of Steve Holmes Sent: Tuesday, May 27, 2008 1:34 PM To:

Re: [rt-users] Customising Templates per Queue

makes sense (to this newbie) but how do I find the appropriate directories, etc in a standard centos yum install where all is under /usr/share/rt3/html ( I think). I've got a NewTicket queue for my general users which is the only place they can create a ticket. I want to eliminate their

Re: [rt-users] Ticket updates/creates via SSL redirect to https://rt.domain.tld:80/...

Hi sunnavy, That change did resolve the problem. Thank you very much for you input--I really appreciate it. Initially, I wasn't sure if this was an RT issue or an Apache issue. After your reply, I looked further into Apache issues that may cause this and found the problem... The problem

Re: [rt-users] SearchBuilder problems with sorting by Custom Fields

Jesse, Emmanuel, Thanks! I finally got it. Boy, do I need to learn some on this install stuff. I now have 3.6.6 up and running. Looks great! I am STILL having trouble getting a search to sort results by a Custom Field. Is there some limitation that only allows this to work if

[rt-users] Search-Display Oddity

I'm not sure if this a common issue, from RT sites I have tried it seems to have similar symptoms. Basically this is what happens, when you do a search regardless of what criteria the Ticket/Display.html page attempts do to a limitless query based on the same criteria, effectively loading

Re: [rt-users] Privilege only on a ticket but not to the whole queue

Asif, I don't think so. Unless I am wrong, it is my understanding that rights are granted on a queue basis and therefore all tickets in that queue. I've never heard of granting rights on a ticket basis. To do that, I believe it would involve creating another level (by ticket) of

Re: [rt-users] Customising Templates per Queue

Fred, You do not have to go into any directories to do this. RT is already set up to allow ANY queue to use a different template (the content of a formatted email) as an override to a global template of the same name. I don't understand why you think you have to go into the

Re: [rt-users] Privilege only on a ticket but not to the whole queue

Hi Asif, You could add group1 to the list of Requestors for the ticket and then grant Requestors (either globally or within queue2) ShowTicket and ModifyTicket rights. The Requestors stay with the ticket when it changes queues. Use a scrip to add group1 to the Requestors when it goes from

Re: [rt-users] Per-queue page customisations?

On 27/05/2008, at 11:25 PM, Todd Chapman wrote: The queue is known once you get to the ticket Create page, so the template can have logic to display fields based on the queue. Thanks, that's what I figured the solution was going to be; just one big Create.html with lots of logic depending

Re: [rt-users] Per-queue page customisations?

On 27/05/2008, at 11:24 PM, Roedel, Mark wrote: Well, queue-specific custom fields are added to the create-ticket layout based on the queue you selected. Based on that, I'd say that the best-case scenario is that your requirements can be met by configuring custom fields for those

Re: [rt-users] Per-queue page customisations?

Alternatively you could have a custom web form for creating tickets in a particular queue and email the data to rt. Wouldn't be much use for updating tickets however. Gordon Mark, Unfortunately just using custom-fields will not be enough to fulfill our requirements as we need logic to

Re: [rt-users] Per-queue page customisations?

We do that at the moment but it has a lot of logic that we would like to bring into RT itself to keep it as a single system. Thanks, Tom On 28/05/2008, at 11:15 AM, [EMAIL PROTECTED] wrote: Alternatively you could have a custom web form for creating tickets in a particular queue and

[rt-users] Creation of tickets from CLI

Greetings all, I am attempting to use the RT command line tool to create a ticket with content and fields pre-populated. I am using the '-i' flag to call in a text file with pre-populated text fields. I have created a text file that contains the following and I set the Subject and Requestor