[rt-users] Remove ticket number/tag from subject
Hello, I am currently using OTRS, and am evaluating RT. One feature that OTRS has that is a requirement for us is to remove the ticket number from the subject line and leave the customers subjects in tact, yet being able to change the title of the ticket in the system. Is RT able to do this? Parse incoming emails and match replies to the ticket by message-id's and references, as well as retain the original subject of the email but yet keep our adjusted ticket title in the system? Kris RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 & 27, 2011 * San Francisco, CA, USA October 18 & 19, 2011 * Washington DC, USA October 31 & November 1, 2011 * Melbourne VIC, Australia November 28 & 29, 2011 * Barcelona, Spain November 28 & 29, 2011
Re: [rt-users] Problems with Fetchmail/RT Mailgate
To simplify, I enabled pop on another one of our exchange servers. I changed the login method on it so that it is not secure. I configured the pop account on my machine and was able to authenticate from my email client. I am receiving the same error with fetchmail which is really frustrating. New fetchmail config: set daemon 60 set invisible set no bouncemail set no syslog set logfile /var/log/fetchmail.log poll exchange3 protocol pop3 username "user" password "password" mda "/usr/bin/rt-mailgate --queue general --action correspond --url http://localhost/rt/"; no keep Rainer Duffner wrote: > > Am Fri, 23 Sep 2011 00:32:52 -0700 (PDT) > schrieb "josh.cole" : > >> >> I add an account on our 2007 Exchange server to receive e-mails for >> RT. I configured fetchmail for the exchange pop account but it fails >> to authenticate. I've tested the credentials and connection settings >> by setting up the pop account in Outlook. It works without fail. The >> exchange server does require a secure login method. If I wanted to >> have the e-mails delivered directly to the RT server can I create the >> accounts in Postfix on the RT server so that I can use to get tickets >> via email into the queue's? Can someone show me what the fetchmail >> config should look like in that scenario? >> >> fetchmail: Query status=3 (AUTHFAIL) >> The logs are also telling me that there was an error exchanging >> credentials. > > > Try verbose mode. > IIRC, fetchmail is picky about the certificate. > > > > > > RT Training Sessions (http://bestpractical.com/services/training.html) > * Chicago, IL, USA September 26 & 27, 2011 > * San Francisco, CA, USA October 18 & 19, 2011 > * Washington DC, USA October 31 & November 1, 2011 > * Melbourne VIC, Australia November 28 & 29, 2011 > * Barcelona, Spain November 28 & 29, 2011 > > -- View this message in context: http://old.nabble.com/Problems-with-Fetchmail-RT-Mailgate-tp32503857p32544661.html Sent from the Request Tracker - User mailing list archive at Nabble.com. RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 & 27, 2011 * San Francisco, CA, USA October 18 & 19, 2011 * Washington DC, USA October 31 & November 1, 2011 * Melbourne VIC, Australia November 28 & 29, 2011 * Barcelona, Spain November 28 & 29, 2011
[rt-users] More tickets Indicator on RT-at-a-Glance search results
Hello - We've had several users ask if dashboards on the RT-at-a-Glance page could include an indicator that there are more tickets for this search. For example, each dashboard shows the first 15 (or whatever number is set in Preferences) tickets returned by the search. There is no hint that there are more tickets that match the search criteria. Any suggestions on how we could add an arrow or a 'More' link or other such indicator to the dashboard? Sharon Belliveau Application Design + Development Research & Statistics Federal Reserve Board RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 & 27, 2011 * San Francisco, CA, USA October 18 & 19, 2011 * Washington DC, USA October 31 & November 1, 2011 * Melbourne VIC, Australia November 28 & 29, 2011 * Barcelona, Spain November 28 & 29, 2011
[rt-users] requestor field in dashboards
Hi, is it possible to change the requestor field in dashboards so that it displays the requestor name instead of the requestor email address? It would save some horizontal space, allowing more useful information to be displayed. I looked a bit into the webinterface, but I didn't see anything obvious. Is there a way? Thanks, Daniel. RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 & 27, 2011 * San Francisco, CA, USA October 18 & 19, 2011 * Washington DC, USA October 31 & November 1, 2011 * Melbourne VIC, Australia November 28 & 29, 2011 * Barcelona, Spain November 28 & 29, 2011
[rt-users] RT CLI linking tickets
What's the proper incantation for linking tickets via the CLI? rt help link says: rt link 2 dependson 3 but it does: root@svr-rt:~# /opt/rt4/bin/rt link 4 dependson 3 rt: Different ids in URL (`//REST/1.0/ticket/link') and submitted form (`4'). Google comes up short on that cryptic error. -- In 2012 we get to choose whether to throw out the baby with the bathwater, deny that the baby needs a bath, or have the government pay for the baby and the bathwater. RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 & 27, 2011 * San Francisco, CA, USA October 18 & 19, 2011 * Washington DC, USA October 31 & November 1, 2011 * Melbourne VIC, Australia November 28 & 29, 2011 * Barcelona, Spain November 28 & 29, 2011
[rt-users] Bug or feature? Unpriviledged users see first article via webinterface
Hi,
I was wondering if it is possible to allow a priviledged user to start a ticket
as type "comment"
instead type "reply". We are using 4.0.0 and I haven't seen anything like this
in the changelog of
4.0.{1,2}.
We have the following problem:
Sometimes we open a new ticket (i.e. "New ticket in ..." button) *without* a
Requestor on the
ticket, we then usually write an internal starting comment as ticket kick off.
This text which we
want to be an internal comment is internally saved by RT as type "Reply".
So if we later on add a Requestor to the ticket and give that requestor
unpriviledged access to the
RT webinterface, he will be able to see the initial text which was supposed to
be an internal
comment. So limiting the initial ticket opening process to the "reply" type
seems to be somewhat
inflexible.
Having the ability to pick in between "comment" and "reply" when opening a new
ticket via the
webinterface would be very, very helpful.
Until now we always create new tickets just with the text "Ticket creation",
and then add a comment.
But this is very annoying.
Is there just an option/right I have missed to set correctly?
Regards,
Lars
RT Training Sessions (http://bestpractical.com/services/training.html)
* Chicago, IL, USA September 26 & 27, 2011
* San Francisco, CA, USA October 18 & 19, 2011
* Washington DC, USA October 31 & November 1, 2011
* Melbourne VIC, Australia November 28 & 29, 2011
* Barcelona, Spain November 28 & 29, 2011
Re: [rt-users] Revoking system wide ModifyCustomField in RT4?
Thomas, Oh yea. The "Global" part. DUH. Kenn On Tue, Sep 27, 2011 at 9:11 AM, Thomas Sibley wrote: > On 09/27/2011 11:58 AM, Kenneth Crocker wrote: > > I thought it would be Config->CustomFields->(select field)->Group Rights. > > Yep, ModifyCustomField is there too, but Todd said it was a system-wide > right and didn't say it was limited to only one CF. > > Thomas > > RT Training Sessions (http://bestpractical.com/services/training.html) > * Chicago, IL, USA September 26 & 27, 2011 > * San Francisco, CA, USA October 18 & 19, 2011 > * Washington DC, USA October 31 & November 1, 2011 > * Melbourne VIC, Australia November 28 & 29, 2011 > * Barcelona, Spain November 28 & 29, 2011 > RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 & 27, 2011 * San Francisco, CA, USA October 18 & 19, 2011 * Washington DC, USA October 31 & November 1, 2011 * Melbourne VIC, Australia November 28 & 29, 2011 * Barcelona, Spain November 28 & 29, 2011
Re: [rt-users] Revoking system wide ModifyCustomField in RT4?
On 09/27/2011 11:58 AM, Kenneth Crocker wrote: > I thought it would be Config->CustomFields->(select field)->Group Rights. Yep, ModifyCustomField is there too, but Todd said it was a system-wide right and didn't say it was limited to only one CF. Thomas RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 & 27, 2011 * San Francisco, CA, USA October 18 & 19, 2011 * Washington DC, USA October 31 & November 1, 2011 * Melbourne VIC, Australia November 28 & 29, 2011 * Barcelona, Spain November 28 & 29, 2011
Re: [rt-users] Revoking system wide ModifyCustomField in RT4?
Todd, I thought it would be Config->CustomFields->(select field)->Group Rights. Kenn LBNL On Tue, Sep 27, 2011 at 6:00 AM, Thomas Sibley wrote: > On 09/26/2011 10:22 PM, Todd Chapman wrote: > > Where in RT 4 would I revoke a system-wide ModifyCustomField right for a > > user defined group? I believe this right was granted in RT3. > > The same place it was in RT 3. Configuration → Global → Group Rights. > > Thomas > > RT Training Sessions (http://bestpractical.com/services/training.html) > * Chicago, IL, USA September 26 & 27, 2011 > * San Francisco, CA, USA October 18 & 19, 2011 > * Washington DC, USA October 31 & November 1, 2011 > * Melbourne VIC, Australia November 28 & 29, 2011 > * Barcelona, Spain November 28 & 29, 2011 RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 & 27, 2011 * San Francisco, CA, USA October 18 & 19, 2011 * Washington DC, USA October 31 & November 1, 2011 * Melbourne VIC, Australia November 28 & 29, 2011 * Barcelona, Spain November 28 & 29, 2011
Re: [rt-users] Revoking system wide ModifyCustomField in RT4?
Wow, I'm losing it. Thanks Thomas. On Tue, Sep 27, 2011 at 9:00 AM, Thomas Sibley wrote: > On 09/26/2011 10:22 PM, Todd Chapman wrote: > > Where in RT 4 would I revoke a system-wide ModifyCustomField right for a > > user defined group? I believe this right was granted in RT3. > > The same place it was in RT 3. Configuration → Global → Group Rights. > > Thomas > > RT Training Sessions (http://bestpractical.com/services/training.html) > * Chicago, IL, USA September 26 & 27, 2011 > * San Francisco, CA, USA October 18 & 19, 2011 > * Washington DC, USA October 31 & November 1, 2011 > * Melbourne VIC, Australia November 28 & 29, 2011 > * Barcelona, Spain November 28 & 29, 2011 RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 & 27, 2011 * San Francisco, CA, USA October 18 & 19, 2011 * Washington DC, USA October 31 & November 1, 2011 * Melbourne VIC, Australia November 28 & 29, 2011 * Barcelona, Spain November 28 & 29, 2011
Re: [rt-users] Revoking system wide ModifyCustomField in RT4?
On 09/26/2011 10:22 PM, Todd Chapman wrote: > Where in RT 4 would I revoke a system-wide ModifyCustomField right for a > user defined group? I believe this right was granted in RT3. The same place it was in RT 3. Configuration → Global → Group Rights. Thomas RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 & 27, 2011 * San Francisco, CA, USA October 18 & 19, 2011 * Washington DC, USA October 31 & November 1, 2011 * Melbourne VIC, Australia November 28 & 29, 2011 * Barcelona, Spain November 28 & 29, 2011
Re: [rt-users] Problem with own CF scrip
Does anybody understand which problem i have ... ? Or are my details which i 've mentioned here induce to much more confusing ? best regards john ... -- View this message in context: http://old.nabble.com/Problem-with-own--CF-scrip-tp32503721p32527254.html Sent from the Request Tracker - User mailing list archive at Nabble.com. RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 & 27, 2011 * San Francisco, CA, USA October 18 & 19, 2011 * Washington DC, USA October 31 & November 1, 2011 * Melbourne VIC, Australia November 28 & 29, 2011 * Barcelona, Spain November 28 & 29, 2011
[rt-users] Bug in /Articles/Article/Edit.html
No checking of ModifyCustomField right is done, so all CFs are presented as editable when some are not. RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 & 27, 2011 * San Francisco, CA, USA October 18 & 19, 2011 * Washington DC, USA October 31 & November 1, 2011 * Melbourne VIC, Australia November 28 & 29, 2011 * Barcelona, Spain November 28 & 29, 2011
Re: [rt-users] Global setting for Rows per page in Search Preferences
Chris In RT3.8 /opt/rt3/etc/RT_SiteConfig.pm:Set($DefaultSummaryRows, 25); Gerard On 2011-09-26 22:08, Christopher Stahl wrote: I just can't find a global setting to change the number of Rows per page for search results. It currently defaults to 50. This wouldn't be a problem, but when I create a saved search and add it to our group dashboard, only 50 show up with no pagination option. Am I missing something there? I can set this option for myself under Settings->Search Preferences. Could somebody tell me where to change this globally or the option to add in RT_SiteConfig? thanks, chris RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 & 27, 2011 * San Francisco, CA, USA October 18 & 19, 2011 * Washington DC, USA October 31 & November 1, 2011 * Melbourne VIC, Australia November 28 & 29, 2011 * Barcelona, Spain November 28 & 29, 2011
