date:20100219

[rt-users] Send SelfService url including password with every new ticket autoreply

2010-02-19 Thread Evert Jan van Ramselaar

Hello list,

I will try to explain what I want to accomplish and I hope you will be
able to point me in the right direction.

I want users to be able to use the SelfService functionality and to do
that I have followed the instructions found at
http://wiki.bestpractical.com/view/AutogeneratedPassword . So far so
good; users that have not yet have a password in the database will get
an autogenerated one sent to them. I was also able to construct the
right url to SelfService including their username and password, so
they can view their ticket with one click.

However, I want to send that url - including username and password -
with every autoreply for new tickets they create. But here seems to be
my problem. Once the password is generated, it is put in the database
encrypted. I do not want to give the users a new password each time
they create a new ticket, so how do I get the cleartext password to be
used in the autoreply template?

Hope you can help. Don't be afraid to ask for more info if something
is not clear.

Regards,
Evert Jan
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Re: [rt-users] Wiki Add-on for RTFM

2010-02-19 Thread Fernanda Martins

See... but that don't solve my problem.

What I want is the text format like in wikipedia.com with gray boxes, and
index in my article to each topic.. that kind of stuff.

If I just create a Custom Field I will only creating boxes, but not coloring
it, not change my letter fonts etc etc etc..

Thanks for all the help guys.

Fernanda L. M. Martins


2010/2/13 Torsten Brumm torsten.br...@googlemail.com

 OK, if you use the rtfm you have to define customfields to store the
 content. at the customfields setup you can define customfields of type
 wikitext. this should work

 2010/2/13 Fernanda Martins flmmart...@gmail.com

 cf's?
 Please explain better, my english is very bad, and I'm desperaly trying to
 find this wiki thing.

 Fernanda L. M. Martins


 2010/2/12 Torsten Brumm torsten.br...@googlemail.com

 Hm, i think cf's of type wiki text could work...

 2010/2/12 Fernanda Martins flmmart...@gmail.com

 Anyone know if there is a wiki text formatting add-on for RTFM?


 I would like to write my articles in rtflm using the Wiki formating
 like tables, index... etc.. etc..

 Fernanda L. M. Martins

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 --
 MFG

 Torsten Brumm

 http://www.brumm.me
 http://www.elektrofeld.de





 --
 MFG

 Torsten Brumm

 http://www.brumm.me
 http://www.elektrofeld.de

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[rt-users] Creating one Article in more than one class

2010-02-19 Thread Fernanda Martins

Can I create one article in more than one class on RTFM?

Fernanda L. M. Martins
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Re: [rt-users] Pls urgent help about double requestors for each new ticket

2010-02-19 Thread Ken Crocker

Softouch,

Have you created any scrips that activate when a ticket is created?
Otherwise, that's crazy. I can't see any reason that the vanilla RT
would ever do that. It doesn't make sense and I can't think of any
configuration settings that would do it either. The only thing I can
think of is some scrip that is doing it.

Kenn
LBNL

On 2/18/2010 9:49 PM, softouch wrote:

Dear Ken,

lets assume that i have user A,B,C,D in my RT.

When User A is creating a ticket in the queue and making some one owner of
Ticket out of RT Members,
after ticket creation RT is showing Two Requester for this Ticket.

One is User A who actually created the Ticket.
Second randomly from B,C,D.

i am unable to understand that why and when second requester is inserted
inside the ticket. now when ever some correspondence is made with Requester
, RT is sending Email to Two Requester.

Hope i have explained my problem more precisely.

Thanks,

R i Z

Ken Crocker wrote:

Softouch,

Your question is a bit vague. Are you having a problem segregating
notifications? A problems distinguishing the difference between a ticket
Creator and a Ticket Requestor?
There are several relationships a user can have with a ticket. At the
Queue level, they can be a watcher (either AdminCc or Cc). That
implies that they want whatever notifications you set to go out for ALL
tickets in that Queue. Then there are the Ticket watchers, which
includes AdminCc, Cc, Owners (of which there can ONLY be one per ticket)
and Requestors (of which there can be MANY per ticket). These watchers
are called Roles which are basically Psuedo groups. The can have
rights just like User-defined groups for a particular Queue and even
globally. A Creator is neither a role or psuedo group of any kind and
therefore /cannot have any rights/.nor be a /selected recipient of a
notification/. A Ticket Creator is merely a ticket level field that
retains the ID number of the user that /actually created/ (Via email or
WebUI) the ticket and this user can be a different user than the Owner
OR Requestor(s). You can display this persons User Name/Email address in
any Query, however.
Please define more succinctly exactly what your problem is and I'll try
to help.

Kenn
LBNL

On 2/18/2010 4:15 AM, softouch wrote:

Hello. whenever my RT users are creating ticket in some queue, ticket
is created by two owners. one who is actually creating the ticket and
other it selects randomly between different RT Admins. please help me
to sort out the reason of this issue. R i Z.

View this message in context: Pls urgent help about double requestors
for each new ticket
http://old.nabble.com/Pls-urgent-help-about-double-requestors-for-each-new-ticket-tp27637404p27637404.html
Sent from the Request Tracker - User mailing list archive
http://old.nabble.com/Request-Tracker---User-f572.html at Nabble.com.

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