On Fri, Oct 23, 2009 at 12:36 AM, Gary Greene
wrote:
> On 10/22/09 3:04 PM, "Jerrad Pierce"
> wrote:
> >> The thing here is that the interface is presenting far too much
> information
> >> for my users (both admin and self service UIs), thus why I'm trying to
> > I'd recommend just getting used t
Hi Jerad
Can you can tell me how is your apache configuration that keeps your apache
running smoothly and also giving good thoughput to user end as well (i.e
loading pages and searches quickly on concurrent request from users). Or
provide me with your apache configuration file and configuration of
On Fri, Oct 23, 2009 at 5:26 AM, Gustavo Campos wrote:
[snip]
> Well, my mission is, as yours, to adapt RT to our company needs, and
> that includes hiding information from the user and changing the themes
> and templates. Some of our changes could not be done only with
> permissions, for exampl
I've been messing around with RT for some time at my company and I
have some sort of advice for you: you can change absolutely everything
in RT, you just have to know how.
RT creates on it's folder a subfolder called local, that is pretty
much a mirror of RT directory tree. For what I've seem, you
(Neglected to reply-to all earlier, have added additional info about
current status)
> Grep for VERP in code, it's ~10 lines in one file. Pretty easy to understand.
Right, did that, which is why I was wondering where the other half was,
to which you've responded "roll your own." Fair enough.
It s
Jerrard,
RT doesn't do anything with bounces.
http://en.wikipedia.org/wiki/Variable_envelope_return_path#How_VERP_solves_the_bounce_handling_problem
Actually VERP in RT is not about recipients as RT sends one mail per
many recipients, but about creator and it's only for you to decide how
to use
On 10/22/09 3:04 PM, "Jerrad Pierce"
wrote:
>> The thing here is that the interface is presenting far too much information
>> for my users (both admin and self service UIs), thus why I'm trying to
> I'd recommend just getting used to it.
If I had to "just get used to it" as you put it, we'd never
How does one get VERP working with RT exactly? There's a config
setting for a VERP
prefix, but what are you supposed to do with bounced messages coming
in to VERP'd
addresses? I see nothing in the wiki, book, list archives or codebase
about this...
--
Cambridge Energy Alliance: Save money. Save t
Mauricio,
These options valid for RT 3.4 as I recall and were defining number of
tickets people see on the "RT at glance" page in "Tickets I own" and
"My requests" boxes respectively.
These days in 3.8 there is only one option, but people with rights can
control this option themself from the pref
On Tuesday 20 October 2009 10:11:55 pm Jerrad Pierce wrote:
> > ShowTicketComments right however. Once I'd disabled the
> > ShowOutgoingEmail,
>
> You have to logout and back in for most rights to take effect.
> Also the RightsMatrix and BecomeUser (you'll need the unofficial
> version in my CPAN
> The thing here is that the interface is presenting far too much information
> for my users (both admin and self service UIs), thus why I'm trying to
I'd recommend just getting used to it.
> streamline it as best I can. Would you know which modules these links are
> generated by? At least then I
Hi,
i was trying to create a scip that trys to set the DueDate/Priority to a
ticket each time you change the ticket from queue.
Ex:
Ticket #001
Queue1: Test (priority default:1 / duedate default:1)
Ticket moved to Queue2 (priority default:5 / duedate default:3)
when moved, ticket still with pr
Can anyone explain me what $MyTicketsLength and $MyRequestsLength
actually do? The book states that
$MyTicketsLength is the length of the owned tickets table on the
front page. For some people, the default of 10 isn't big enough to get a
feel for how much work needs to be done before
Hello Ruslan,
Ruslan Zakirov writes:
> Do you really need both languages?
No, it was just my impression of The Right Thing to Do.
> Just translate it in the UI.
Thanks, that worked fine.
> The problem with multi-language templates is that it's hard to guess
> user's language and each email m
Hello Boris,
Do you really need both languages? Just translate it in the UI.
The problem with multi-language templates is that it's hard to guess
user's language and each email may have multiple recipients with
different languages, but RT generates email from template only once.
All this can be
Hello List,
how should be outgoing templates translated? I just took a row
for Autoreply template, changed it's column "content" to ru_RU.UTF-8
text, set "language" to "ru" and "translationof" to 2 (is that a
pointer to the id of not translated original?).
Then I send a email for a test ticket an
On Thu, Oct 22, 2009 at 12:46, Ruslan Zakirov wrote:
> I believe there is a fix either in recent RT or DBIx::SB. Heavily
> depends on DB, RT and DBIx::SB versions combination, tricky SQL.
I'm running the latest SearchBuilder (1.56), a somewhat stale RT
(3.8.1, will upgrade to 3.8.6 after it's been
Jerrard,
I believe there is a fix either in recent RT or DBIx::SB. Heavily
depends on DB, RT and DBIx::SB versions combination, tricky SQL.
On Thu, Oct 22, 2009 at 8:38 PM, Jerrad Pierce
wrote:
> Hi all,
>
> We've slowly been adding custom fields as our installation has matured,
> and I'm now tr
Hi all,
We've slowly been adding custom fields as our installation has matured,
and I'm now trying to go back and tidy them up a bit but am running into
trouble.
1) Changing the order of custom fields doesn't seem to affect existing
tickets? (Even with logout/log-in, or cycling RT)
2) I had a cu
On Thu, Oct 22, 2009 at 04:57:02PM +0100, Dominic Hargreaves wrote:
> Hi,
>
> I'm looking at cleaning up our local RT3 deployment, and one of our
> patches adds QuickResolve and QuickDelete links to the ticket view.
>
> Ignoring the ugly aspect of this exposing side-effecty GET requests
> for
Hi,
I'm looking at cleaning up our local RT3 deployment, and one of our
patches adds QuickResolve and QuickDelete links to the ticket view.
Ignoring the ugly aspect of this exposing side-effecty GET requests
for a moment, I notice that there is some evidence of a packaged
RT extension(s) to do th
> performance will degrade on concurrent request of RT users. Can any one
> suggest me how I can get best of both the worlds i.e giving good performance
> plus limiting memory consumption also. I have RHEL 4 and its kernel version
mod_perl with max time to live set for Apache?
I'm running RHEL4 on
Hi Mauricio,
http://request-tracker.ru/node/187 - in russian, but it's code and
does exactly that. Set actor as owner on reply if he has rights to own
ticket. Three blocks of code: 1) user defined condition 2) user
defined action preparation code 3) user defined action commit code.
This is simil
On Thu, Oct 22, 2009 at 09:28:48AM -0400, Mauricio Tavares wrote:
> Let's say someone sends an support email to RT, which dutifully emails
> the support people about this new ticket. How can I set RT such that if
> someone in support replies to that email, he/she/it automagically takes
> o
On Thu, Oct 22, 2009 at 11:30:29AM -0200, Sergio Charpinel Jr. wrote:
> Hi,
>
> How can I change the subject before creating the ticket?
>
to my knowledge, you have to modify method "Gateway" in
lib/RT/Interface/Email.pm.
else, you can setup a scrip that changes the subject just after insert
an
On Thu, Oct 22, 2009 at 09:28:48AM -0400, Mauricio Tavares wrote:
> Let's say someone sends an support email to RT, which dutifully emails
> the support people about this new ticket. How can I set RT such that if
> someone in support replies to that email, he/she/it automagically takes
> o
Hi,
How can I change the subject before creating the ticket?
Thanks.
--
Sergio Roberto Charpinel Jr.
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Let's say someone sends an support email to RT, which dutifully emails
the support people about this new ticket. How can I set RT such that if
someone in support replies to that email, he/she/it automagically takes
ownership of the ticket (if it is still unassigned)?
I'm hunting around to see if "rt-setup-database --action insert" can be
used to programmatically create a group-visible saved search - is this
doable? Can anyone point at an example? RT 3.8.4.
Cheers,
jan
--
jan grant, ISYS, University of Bristol. http://www.bris.ac.uk/
Tel +44 (0)117 3317661
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