We maintain several support@ email addresses, which at the moment get
sent via distribution lists to our various support people. We wish to
transition from this setup, to hopefully, an RT setup.
In order to this, we would like the ability to have a copy of each
ticket/response forwarded to an
Hello,
Our users would like to have a feature by which they could just type,
e.g. #123 in the
text field when updating a ticket in order to refer to a different
ticket, and then,
when viewing the ticket history it would become a clickable link.
Has anybody done something like that already or can
You can setup a script so that on creation of a ticket, the CC of the queue
are notified.
Then, in the queue configuration, add the people who would normally receive
email to the mailing list as CC.
--
Mathieu Longtin
1-514-803-8977
On Mon, Sep 8, 2008 at 3:49 AM, David Burrows [EMAIL
Admincc or just plain cc
Sent via BlackBerry from T-Mobile
-Original Message-
From: David Burrows [EMAIL PROTECTED]
Date: Mon, 08 Sep 2008 17:49:45
To: rt-users@lists.bestpractical.com
Subject: [rt-users] auto forward tickets/replies to specific users
We maintain several support@
Some additional information:
This is really confusing - I apologize in advance:
The blank Web page scenario is not confined to clicking on a queue. In fact,
I can now click on all queues without seeing this behavior - I have no idea
what's different (other than I have rebooted my own machine -
Can you post your RT_Siteconfig and the output. From your rt.log please
Sent via BlackBerry from T-Mobile
-Original Message-
From: Chris Nelson [EMAIL PROTECTED]
Date: Mon, 8 Sep 2008 10:01:59
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Blank Web page when clicking
Thanks for the response. I can't find the file called rt.log. I've done a
locate for it and it doesn't show up - might it be called something else? (I
would not have changed it's default value on purpose).
Here is my RT_SiteConfig.pm file (where I've only changed the db info so it
doesn't have my
i need some document on french about installing and using request tracker
google is your friend :
http://articles.mongueurs.net/magazines/linuxmag80.html
http://articles.mongueurs.net/magazines/linuxmag81.html
http://articles.mongueurs.net/magazines/linuxmag82.html
Those articles are 2 years
The simple patch below allows you to search on custom fields with the
syntax .fieldName:value.
The : is chosen to match fulltext, although a delimiting = may be
clearer for your users. This was
done so that I could add a Tags custom field to queues for free from
annotation searching
of tickets
Chris Nelson wrote:
Thanks for the response. I can't find the file called rt.log. I've done
a locate for it and it doesn't show up - might it be called something
else? (I would not have changed it's default value on purpose).
rt.log is only created is you tell rt to log to a specified rt
Hi folks,
We¹ve recently installed RT 3.6.1 on a Debian Etch system via the
³requestracker3.6² package, running under apache2 with mod_perl2, and using
postfix as the MTA and MySQL for the database. The basic RT system seems to
be up and running properly.
If we log in to RT as root we can reply
In my setup my users are sending emails to RT from a machine where their
email address isn't valid. It is hard to explain. The corporate email
address for my users is not the same as their login and email address on
the server where the email is originating. We use Mutt as the client.
The emails
On Mon, Sep 8, 2008 at 14:27, John BORIS [EMAIL PROTECTED] wrote:
User's login to server: joed
email address on that server: [EMAIL PROTECTED]
Corporate email is [EMAIL PROTECTED]
REPLY-TO [EMAIL PROTECTED]
The user sends the email to RT from the application on the server. Mutt
sends the
Hi John,
It's possible to access the headers of the original e-mail in an on-create
scrip and then change the requestor to whatever is found in the reply-to
header. You would have to create a new user for the reply-to address if
that user does not already exist. You might end up with a bunch
sigh
I'm sorry for being such a newbie. I've searched all over and can't seem to
figure out how to enable logging. I went into RT_SiteConfig.pm and added
these lines:
#Logging
Set($LogToFileNamed , '/opt/rt3.8/etc/rt.log');
Set($LogToSyslog , 'debug');
Then I changed the permissions for rt.log
I am having a problem trying to figure out how to have a scrip run before
the Autoreply scrip and add a custom field value and use that custom field
value in the Autoreply template.
I know that scrips are run in order of description. Should the custom field
value (fetched using
I'm using RT to do ticket-tracking for software development. I
would like to use RT to the answer the question What can I work on now?.
I'd been using a search that checked for existing dependencies, but RT
doesn't appear to distinguish between resovled and unresolved
dependencies. I
Does anyone have experience with RTx::DDMU? It looks promising, but a
little dated.
Perhaps a local customization that makes it work better with modern
browsers/RTs?
Or something to make it a user preference rather than a global
interface replacement?
--
Cambridge Energy Alliance: Save money
People want to include it in their text for convenience and to have it
right with the descriptive text, e.g.
we have seen phenomen A in issue #334 before. Our histories get
quite long and it is very inconvenient
having to scroll all the way in order to get to the link.
Doro
2008/9/8 Jerrad
On Sep 8, 2008, at 4:12 PM, Dorothea Muecke-Herzberg wrote:
People want to include it in their text for convenience and to have it
right with the descriptive text, e.g.
we have seen phenomen A in issue #334 before. Our histories get
quite long and it is very inconvenient
having to scroll
Erm, in what RT version does MakeClicky appear? We run 3.6.3 (should have said)
Doro
2008/9/8 Kevin Falcone [EMAIL PROTECTED]:
On Sep 8, 2008, at 4:12 PM, Dorothea Muecke-Herzberg wrote:
People want to include it in their text for convenience and to have it
right with the descriptive text,
On Sep 8, 2008, at 5:02 PM, Dorothea Muecke-Herzberg wrote:
Erm, in what RT version does MakeClicky appear? We run 3.6.3 (should
have said)
3.8
When you don't say your version, I assume its the most recent.
You won't be able to do it as cleanly, but there are other template
you can override
Hmm, I have been contemplating upgrading to 3.8(.1) for a little while
now, one reason being that
sorting by custom fields in search results is not working in 3.6.3.
is it _just_ a matter of configure, make build, make upgrade?
Doro
2008/9/8 Kevin Falcone [EMAIL PROTECTED]:
On Sep 8, 2008, at
On Sep 8, 2008, at 5:11 PM, Nick Price wrote:
hello
I am running RT 3.8.1 on fedora 7
I get the query builder page ok but when I click on Calender or
Add these items
I get a blank web page.
Any ideas what could cause this
What shows up in your apache error logs?
Hello,
First off...I'm really enjoying RT. It's a great product.
I'm trying to customize the SelfServe/Create.html page so that it doesn't
display the Requester, CC and Attach file fields.
I've created the dir SelfServe in local/html
...and copied the Create.html from share/html/SelfServe
When
You have to restart Apache.
Thank you,
Micah Gersten
onShore Networks
Internal Developer
http://www.onshore.com
Antikx wrote:
Hello,
First off...I'm really enjoying RT. It's a great product.
I'm trying to customize the SelfServe/Create.html page so that it doesn't
display the Requester,
thanks for the reply.
My list of things that I tried is pretty long, so I don't blame you
for missing it.
Any other suggestions, please?
On Mon, Sep 8, 2008 at 5:10 PM, Micah Gersten [EMAIL PROTECTED] wrote:
You have to restart Apache.
Thank you,
Micah Gersten
onShore Networks
Internal
For testing, turn on RT's $DevelMode. That will turn off the cache
you're hitting.
For run-time changes in production, rm var/mason_data and restart
apache.
On Sep 8, 2008, at 6:13 PM, Montana Quiring wrote:
thanks for the reply.
My list of things that I tried is pretty long, so I don't
Sorry, those were things I tried too. expect the seond one I guess, I
was just empting out the obj dir, but I have since done what you
said... but it hasn't helped.
I'm still not seeing my changes.
I'm wondering if I messed up something in the install and the html
files that I think I should be
On Sep 4, 2008, at 1:36 AM, Potla, Ashish Bassaliel wrote:
Hi Jesse,
I was going through StyleGuide and I see that the info for the Mason
component style and CSS is not yet given. I am trying to understand
the flow of the Mason compnents , CSS for RT and would appreciate it
if you (or
On Sep 8, 2008, at 3:05 PM, Todd Chapman wrote:
I am having a problem trying to figure out how to have a scrip run
before the Autoreply scrip and add a custom field value and use that
custom field value in the Autoreply template.
I know that scrips are run in order of description. Should
On Sep 4, 2008, at 4:01 PM, Tim Wilde wrote:
Tim Wilde wrote:
[ snip ]
Is it possible that all of this has something to do with specifying
the
passphrase in the config (verified multiple times to be the correct
passphrase for the secret key for the queue, by the way) rather than
using
Todd,
I'm not
On Sep 8, 2008, at 12:29 PM, Todd L Miller wrote:
I'm using RT to do ticket-tracking for software development. I
would like to use RT to the answer the question What can I work on
now?.
I'd been using a search that checked for existing dependencies, but RT
doesn't
On Sep 8, 2008, at 2:27 PM, John BORIS wrote:
In my setup my users are sending emails to RT from a machine where
their
email address isn't valid. It is hard to explain. The corporate email
address for my users is not the same as their login and email
address on
the server where the email
Montana Quiring wrote:
I figure out the problem.
even though I had copied my rt3 install to /var/www/html from /opt
(even though it seemed to want me to put it on opt) it was still using
files from /opt/rt3
my httpd.conf points to /var/www/html/rt3
but for some reason it's looking for the
Jesse,
The problem was the custom field was added in the commit stage of the
action, but template rendering is completed in the prepare phase. Once I
moved the custom field code to the prepare stage everything started working.
Unfortunately I was using the ExtractCustomFieldValues extension, so I
On Sep 8, 2008, at 8:40 PM, Todd Chapman wrote:
Jesse,
The problem was the custom field was added in the commit stage of
the action, but template rendering is completed in the prepare
phase. Once I moved the custom field code to the prepare stage
everything started working.
On Sun, 2008-09-07 at 13:47 -0400, Jesse Vincent wrote:
On Sep 5, 2008, at 9:46 PM, Ole Craig wrote:
(rt 3.8.1rc5)
I've got some custom functionality in a User_Local.pm file, trying
to
call the SetPassword method from lib/RT/User_Overlay.pm. This method
always returns (0, Nonexistant
On Sep 8, 2008, at 8:51 PM, Ole Craig wrote:
On Sun, 2008-09-07 at 13:47 -0400, Jesse Vincent wrote:
On Sep 5, 2008, at 9:46 PM, Ole Craig wrote:
(rt 3.8.1rc5)
I've got some custom functionality in a User_Local.pm file, trying
to
call the SetPassword method from lib/RT/User_Overlay.pm.
RT already speaks about two dozen languages, but we're always excited
to see it learn a new one. To that end, clkao has been working
tirelessly to get RT set up to use launchpad.net as a web based
translation editor.
If you'd like to help RT speak your language, you can read up about
how
Jesse,
Speaking of RT speaking your language... Has BP done any work on
automatically determining the language of a new user based on email
content/headers, and choosing language specific autoreplies? This is
something I would be very interested in.
-Todd
On Mon, Sep 8, 2008 at 10:19 PM, Jesse
On Sep 8, 2008, at 11:07 PM, Todd Chapman wrote:
Jesse,
Speaking of RT speaking your language... Has BP done any work on
automatically determining the language of a new user based on email
content/headers, and choosing language specific autoreplies? This is
something I would be very
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