Re: [rt-users] The RT Wiki - Restructure (start using categories?)
Hi, To summarize: - Category page for user profiles (in order to automatically link to RT users) - User manual needs special treatment (needs some pondering) - For the RT config, a separate page for each configuration option. But they need to be grouped based on a specific topic. - FAQ category page, listing all FAQ items as an option. (makes it easy to add just about any page with a brilliant explanation to the FAQ) And last but not least, make sure to chop things into smaller pieces. (basically approach this as a project with milestones, etc.) For the pieces, I believe we're already kinda working towards it :-) 1. Think of a structure with the categories in mind. 2. Think of other things that will help make the wiki better. (usage of Wikia special features, RSS feeds, etc.) 3. Create the steps in which we'll transform the current wiki towards what we want it to be. 1. First step could/should be to clean all current category pages (fresh start). 2. Create the new categorie pages structure. 3. With the Uncategorized special page, work towards categorizing all wiki pages: 1. With the goal to categorized everything. 4. Modify the front page to display the new structure/category pages. 5. . . . 4. And once the steps which we should take are clear we can start doing stuff ^_^ Something like that at least. -- Bart Op 30 november 2011 18:48 schreef Ruslan Zakirov r...@bestpractical.comhet volgende: Hi, Idea is good. Here are some ideas about categorizing and where people with MediaWiki experience can help kickstart content improvements. I think good and easy point to start is to organize installation guides. There are lot of pages that are sort of user profiles. They should get particular category, for example OldStyleUserProfile. Some of them are linked from http://requesttracker.wikia.com/wiki/RTUsers. May be we can replace this page with generated page that links to wikia's user profiles. User Manual is a special beast. It should be continuous reading and at the same time splitted into smaller topics. I believe MediaWiki has some tools to include content of pages into other pages. Every config option and right should get a page matching its name, however they should get included into other blocks. For example WebDomain, WebPath, WebPort and couple of options should be described as one thing. For example OwnTicket and ownership related rights should be described as one thing. I don't know media wiki best practices to organize such thing. FAQ may win from better structure. At this moment it's not very managable. There are more, but enough for today. I think that if you find a good solution for some particular problem and describe how it should be done then people would help you clean cages and normalize content. Just split things into smaller steps. On Wed, Nov 30, 2011 at 3:44 PM, Bart b...@pleh.info wrote: Hi, Jay, thanks for your input. I do feel that approaching it with a blank sheet of paper will be the best approach. Though we'll have to use Wikia's abilities/structure, the below is aimed at just that with a slight eye on structuring from scratch. --- A rough sketch of the idea --- The idea I have relies allot on the categories within Wikia. A categorie page can contain content, thus e.g. the contributions page could instead be a categorie page with some specific information on what you can expect, maybe some extra links to other stuff, etc. But the difference would be that since it is now a categorie page, that all scripts/contributions that have the categorie set to contributions would be automatically listed on that one page. (alphabetized) With that in mind you can quite easily create general categorie pages for all major topics and have any page regarding that topic being linked to that categorie. The front page would then contain a hierarchical structure with links to all the sections (a.k.a. categorie pages). And obviously information on what RT is, latest news/updates/etc. Another thing which you can easily add to the front page is an RSS feed of the Bestpractical blog, and maybe add a feed of the RT wiki itself showing the latest updates newest pages. (should both be doable I think) Other things that might be nice to add are some Wikia features for the community to promote the usage of the RT wiki (achievements and other fun stuff). --- The structure (concept) --- Since the above shows what categories and categorie pages can do for you it's important to create a structure (at first on paper) which will make sure that all major topics regarding RT are covered so that any new article can add a categorie appropriate for that specific article. (I assume that the structure will eventually grow naturally) Since this is just a concept I've sort of just looked at the
Re: [rt-users] rt-users Digest, Vol 92, Issue 53
Turns out that it isn't needed to create a category. There's a special page called Uncategorized items for that purpose. -- Bart Op 1 december 2011 08:18 schreef Ram Moskovitz ram0...@gmail.com het volgende: Date: Wed, 30 Nov 2011 12:44:23 +0100 From: Bart b...@pleh.info To: rt-users rt-users@lists.bestpractical.com Subject: Re: [rt-users] The RT Wiki - Restructure (start using categories?) Message-ID: cab2d3rakg39ni-3g3h-r0ewteltgsep+djaalk87mlhhwbp...@mail.gmail.com Content-Type: text/plain; charset=iso-8859-1 Hi, Jay, thanks for your input. I do feel that approaching it with a blank sheet of paper will be the best approach. Though we'll have to use Wikia's abilities/structure, the below is aimed at just that with a slight eye on structuring from scratch. *--- A rough sketch of the idea ---* I like it at first glance. * * The idea I have relies allot on the categories within Wikia. A categorie page can contain content, thus e.g. the contributions page could instead be a categorie page with some specific information on what you can expect, maybe some extra links to other stuff, etc. But the difference would be that since it is now a categorie page, that all scripts/contributions that have the categorie set to contributions would be automatically listed on that one page. (alphabetized) With that in mind you can quite easily create general categorie pages for all major topics and have any page regarding that topic being linked to that categorie. The front page would then contain a hierarchical structure with links to all the sections (a.k.a. categorie pages). And obviously information on what RT is, latest news/updates/etc. Another thing which you can easily add to the front page is an RSS feed of the Bestpractical blog, and maybe add a feed of the RT wiki itself showing the latest updates newest pages. (should both be doable I think) Other things that might be nice to add are some Wikia features for the community to promote the usage of the RT wiki (achievements and other fun stuff). *--- The structure (concept) ---* Since the above shows what categories and categorie pages can do for you it's important to create a structure (at first on paper) which will make sure that all major topics regarding RT are covered so that any new article can add a categorie appropriate for that specific article. (I assume that the structure will eventually grow naturally) Since this is just a concept I've sort of just looked at the current wiki and tried to gather some basic topics, what I want to achieve with this concept is to get input from others so that we can improve it further: - RT Basics - User Manual - Custom Fields - Articles - REST - RT Tool - RT Cron Tool - RT Installation (rough categories so that people can link install guides to an OS categorie, no more/no less) - Linux - FreeBSD - Other - Manual - RT Config: (a categorie for each major release) - RT 4 - RT 3.8 - RT 3.6 - Plugins: - A categorie page for all plugins! This way you can link scrips/configs/other goodies for a plugin to that specific categorie page. - Scrips: - Basically a summary of all scrips available for RT. - Automation At this point I'm blank on ideas, I'll just leave it at this and see what responses there are. I'm pretty sure this list can be better/structured better, but you have to start somewhere ^_~ *--- Rough plan of action ---* This is a rather rough plan for setting up the structure: - Remove all current categories (double check that the categorie pages don't contain content of any kind). - Add every single page currently in the wiki to a new categorie called Archive. Might I suggest instead creating a page called restructure todo list and put a list of all the current pages on that page... that way the current structure and organization, to the extent it is useful or familiar, is maintained and yet we have a todo list to work off of? cheers, ram - This sounds ugly but it's an easy way of keeping track of all the wiki pages that still need better categorization. - Basically a todo list, anything still in there needs to be categorized. - The idea is to do a few articles each day and eventually everything will be nicely categorized. - Create all the categories which have been though of, make sure that theres's at least some basic information on the categorie page. - Modify the home page to, at first, also contain the new categorie structure (keep the old links for now). - Start categorizing anything that's still in under Archive. - And last but not least, at a certain point modify the front page to only contain the new categorie structure. So, those are some ideas. Time for everyone to shoot at them ^_~ -- Bart RT Training Sessions (http://bestpractical.com/services/training.html)
[rt-users] Removing CC after initial ticket submission
Hi all, I'm trying to get an idea of how this would be accomplished. What we're hoping to do is modify one of our queues so that if a requestor CC's someone on the initial ticket, that CC will be removed from all subsequent comments/correspondance. I took a quick look through the RT contributions archive, but I couldn't see any scrips that would match this functionality. Is anyone out there aware of anything like this or have a hint as to how this could be done? We need this to be done only for a single queue, so modifying RT_SiteConfig.pm isn't really an option for us. Many thanks, Dan Rohan RT Training Sessions (http://bestpractical.com/services/training.html) * Boston TBA
Re: [rt-users] Removing CC after initial ticket submission
Hi, I guess you could make a scrip which launches during ticket creation (Transaction Batch) which removes anyone in the CC for that ticket. Since it launches in batch it will do it's work after the ticket is created, so those in CC would still be fairly easy to add if needed during replies. This scrip does the oposite but might give you some ideas: http://requesttracker.wikia.com/wiki/OnCreateSetDeptHeadCc -- Bart Op 1 december 2011 12:10 schreef Daniel G. Rohan d-ro...@northwestern.eduhet volgende: Hi all, I'm trying to get an idea of how this would be accomplished. What we're hoping to do is modify one of our queues so that if a requestor CC's someone on the initial ticket, that CC will be removed from all subsequent comments/correspondance. I took a quick look through the RT contributions archive, but I couldn't see any scrips that would match this functionality. Is anyone out there aware of anything like this or have a hint as to how this could be done? We need this to be done only for a single queue, so modifying RT_SiteConfig.pm isn't really an option for us. Many thanks, Dan Rohan RT Training Sessions (http://bestpractical.com/services/training.html) * Boston TBA RT Training Sessions (http://bestpractical.com/services/training.html) * Boston TBA
Re: [rt-users] What right gives Configuration in the left hand menu
Hi Kenn, Yes, that is what I was trying to accomplish. I wasn't giving SuperUser to the group, the group name was queuename Super Users meaning they have elevated privleges over a typical queuename Users member. I just couldn't find the ShowConfigTab I remember reading about that change when we moved from 3.2.1 -- 3.8.10 but for whatever reason I couldn't find it. I obviously didn't look at the global group rights... :( Thanks for your responses guys. Mike. On Wed, Nov 30, 2011 at 4:46 PM, Kenneth Crocker kenn.croc...@gmail.comwrote: Mike, Unless you trust those user with EVERYTHING, I wouldn't grant SuperUser to a lot of people. You can grant ShowConfigTab to the group you mentioned and then grant them rights like ModifyACL, ModifyScrips, ModifyTemplates, etc. without giving away the store. Hope this helps. Kenn On Wed, Nov 30, 2011 at 12:49 PM, Mike Johnson mike.john...@nosm.cawrote: Hi folks, I'm having some difficulties figuring out why my users can't get to the Configuration menu in RT. I've attempted to google/search the rt-users list, but am having a difficult time getting what I want. I'm trying to allow a group of users to have access to configure their queue specific custom fields. I am probably going about this wrong... and need some direction... Let's say I have a queue called Support, I create a group called Support Users and use that to assign the rights to be able to update tickets, own tickets, etc etc for that queue. I create a group called Support Super Users and this group I want to have the ability to edit the queue's templates, scrips, custom fields etc. I thought you would just go into the configuration tab, select the queue, and give the Support Super Users group access to things like Modify Custom Field, Modify Scrips Modify Template, etc. This doesn't add the configuration menu item on the user's interface... How does that happen? Are they supposed to go through something else to modify the custom field attributes of a queue? Or the scrips of a queue? etc? Thanks! Mike. -- Mike Johnson Datatel Programmer/Analyst Northern Ontario School of Medicine 955 Oliver Road Thunder Bay, ON P7B 5E1 Phone: (807) 766-7331 Email: mike.john...@nosm.ca RT Training Sessions (http://bestpractical.com/services/training.html) * Boston — TBA -- Mike Johnson Datatel Programmer/Analyst Northern Ontario School of Medicine 955 Oliver Road Thunder Bay, ON P7B 5E1 Phone: (807) 766-7331 Email: mike.john...@nosm.ca RT Training Sessions (http://bestpractical.com/services/training.html) * Boston TBA
[rt-users] notify colleagues about a ticket in RT web interface (not by mail)
Hi, we have just started using RT and come across this problem: a ticket has been opened (by one of our users via a simplified web interface or internally), somebody in the support group has started working on it (she/he is now the owner) but finds that other colleagues should be involved at some stage. Now using a CC or AdminCC with the comment action can be used to notify the colleague that help would be appreciated with this case. However, this notification is mail-based and (in our case) some members of the support group will look at the RT web interface more often than at their mail clients - but the ticket will not show in either of their default ticket lists (it is neither unowned, nor is it owned by them). Is there a recommended way to notify regular RT users (in the RT web interface) that they should look into a ticket - other than generating mail notifications for them or making them the owner of a case? Many thanks in advance for any help with this! Best regards, Stefan -- Dr. Stefan Vollmar, Dipl.-Phys. Head of IT group Max-Planck-Institut für neurologische Forschung Gleueler Str. 50, 50931 Köln, Germany Tel.: +49-221-4726-213 FAX +49-221-4726-298 Tel.: +49-221-478-5713 Mobile: 0160-93874279 E-Mail: voll...@nf.mpg.de http://www.nf.mpg.de smime.p7s Description: S/MIME cryptographic signature RT Training Sessions (http://bestpractical.com/services/training.html) * Boston TBA
Re: [rt-users] notify colleagues about a ticket in RT web interface(not by mail)
I would be interested in this as well. Stefan, I don't have an answer for you, as I am not an expert, but I will be looking into it today since you brought up an interesting request. Thanks, Izz -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Stefan Vollmar Sent: Thursday, December 01, 2011 8:18 AM To: rt-users@lists.bestpractical.com Subject: [rt-users] notify colleagues about a ticket in RT web interface(not by mail) Hi, we have just started using RT and come across this problem: a ticket has been opened (by one of our users via a simplified web interface or internally), somebody in the support group has started working on it (she/he is now the owner) but finds that other colleagues should be involved at some stage. Now using a CC or AdminCC with the comment action can be used to notify the colleague that help would be appreciated with this case. However, this notification is mail-based and (in our case) some members of the support group will look at the RT web interface more often than at their mail clients - but the ticket will not show in either of their default ticket lists (it is neither unowned, nor is it owned by them). Is there a recommended way to notify regular RT users (in the RT web interface) that they should look into a ticket - other than generating mail notifications for them or making them the owner of a case? Many thanks in advance for any help with this! Best regards, Stefan -- Dr. Stefan Vollmar, Dipl.-Phys. Head of IT group Max-Planck-Institut für neurologische Forschung Gleueler Str. 50, 50931 Köln, Germany Tel.: +49-221-4726-213 FAX +49-221-4726-298 Tel.: +49-221-478-5713 Mobile: 0160-93874279 E-Mail: voll...@nf.mpg.de http://www.nf.mpg.de RT Training Sessions (http://bestpractical.com/services/training.html) * Boston TBA
Re: [rt-users] The RT Wiki - Restructure (start using categories?)
Hi, People already started work on installation guides. A few templates: http://requesttracker.wikia.com/wiki/Special:UncategorizedTemplates Every installation guide on the wiki should use: http://requesttracker.wikia.com/wiki/Template:UnofficialInstallGuide All pages that use this template: http://requesttracker.wikia.com/index.php?title=Special:WhatLinksHere/Template:UnofficialInstallGuidelimit=500 Most are marked with UnofficialInstallGuide: http://requesttracker.wikia.com/wiki/Category:UnofficialInstallGuide -- Best regards, Ruslan. RT Training Sessions (http://bestpractical.com/services/training.html) * Boston TBA
Re: [rt-users] notify colleagues about a ticket in RT web interface (not by mail)
On 12/01/2011 09:17 AM, Stefan Vollmar wrote: we have just started using RT and come across this problem: a ticket has been opened (by one of our users via a simplified web interface or internally), somebody in the support group has started working on it (she/he is now the owner) but finds that other colleagues should be involved at some stage. Now using a CC or AdminCC with the comment action can be used to notify the colleague that help would be appreciated with this case. However, this notification is mail-based and (in our case) some members of the support group will look at the RT web interface more often than at their mail clients - but the ticket will not show in either of their default ticket lists (it is neither unowned, nor is it owned by them). Is there a recommended way to notify regular RT users (in the RT web interface) that they should look into a ticket - other than generating mail notifications for them or making them the owner of a case? A common approach is to add the staff as a ticket AdminCc and add a new homepage/dashboard search (or modify the existing ones) to check AdminCc.id = '__CurrentUser__' Thomas RT Training Sessions (http://bestpractical.com/services/training.html) * Boston TBA
[rt-users] Tools menu in RT 4
Hi In RT 3.8.x we have a tools menu with some basic function of reporting. I don't see this functions in RT 4. Should I install some module to have it back ? Regards. -- Albert SHIH DIO batiment 15 Observatoire de Paris 5 Place Jules Janssen 92195 Meudon Cedex Téléphone : 01 45 07 76 26/06 86 69 95 71 Heure local/Local time: jeu 1 déc 2011 15:53:52 CET RT Training Sessions (http://bestpractical.com/services/training.html) * Boston TBA
[rt-users] RE notify colleagues about a ticket in RT web interface (not by mail)
Hello, here, when someone need help from someone else, he writes a comment as you do, and then gives the ticket to the person from who he wantq support. A scrip informs him by email, and the ticket is now in his list. When this second person has finished helping/commenting, he can give back the ticket to the firt person. This is a simple mechanism, but working here. Raphaël MOUNEYRES Stefan Vollmar voll...@nf.mpg.de Envoyé par : rt-users-boun...@lists.bestpractical.com 01/12/2011 15:35 A rt-users@lists.bestpractical.com cc Objet [rt-users] notify colleagues about a ticket in RT web interface (not by mail) Hi, we have just started using RT and come across this problem: a ticket has been opened (by one of our users via a simplified web interface or internally), somebody in the support group has started working on it (she/he is now the owner) but finds that other colleagues should be involved at some stage. Now using a CC or AdminCC with the comment action can be used to notify the colleague that help would be appreciated with this case. However, this notification is mail-based and (in our case) some members of the support group will look at the RT web interface more often than at their mail clients - but the ticket will not show in either of their default ticket lists (it is neither unowned, nor is it owned by them). Is there a recommended way to notify regular RT users (in the RT web interface) that they should look into a ticket - other than generating mail notifications for them or making them the owner of a case? Many thanks in advance for any help with this! Best regards, Stefan -- Dr. Stefan Vollmar, Dipl.-Phys. Head of IT group Max-Planck-Institut für neurologische Forschung Gleueler Str. 50, 50931 Köln, Germany Tel.: +49-221-4726-213 FAX +49-221-4726-298 Tel.: +49-221-478-5713 Mobile: 0160-93874279 E-Mail: voll...@nf.mpg.de http://www.nf.mpg.de RT Training Sessions (http://bestpractical.com/services/training.html) * Boston — TBA # Ce courriel et les documents qui lui sont joints peuvent contenir des informations confidentielles ou ayant un caract�re priv�. S'ils ne vous sont pas destin�s, nous vous signalons qu'il est strictement interdit de les divulguer, de les reproduire ou d'en utiliser de quelque mani�re que ce soit le contenu. Si ce message vous a �t� transmis par erreur, merci d'en informer l'exp�diteur et de supprimer imm�diatement de votre syst�me informatique ce courriel ainsi que tous les documents qui y sont attach�s. ** This e-mail and any attached documents may contain confidential or proprietary information. If you are not the intended recipient, you are notified that any dissemination, copying of this e-mail and any attachments thereto or use of their contents by any means whatsoever is strictly prohibited. If you have received this e-mail in error, please advise the sender immediately and delete this e-mail and all attached documents from your computer system. # smime.p7s Description: Binary data RT Training Sessions (http://bestpractical.com/services/training.html) * Boston TBA
[rt-users] A little question about Standalone Server Mode
Hi, i'm Dani from CESCA, a company from Barcelona that it wants to implement the RT on the system. I'm doing a pilot test with RT on a virtual machine. Exactly I first doing a 'Standalone Server Mode' configuration. So I put this parameters when I installed the RT: ./configure --with-my-user-group --with-db-type=mysql --enable-layout=inplace --with-devel-mode After that, I installed RT and BD perfectly, without errors. So, I run RT in MVL and I can't send email to anybody. My question is: from a'Standalone Server Mode' its possibly send mail? If possible, how do you send with sendmail? I have to put some parameters in SiteConfig ? RT Training Sessions (http://bestpractical.com/services/training.html) * Boston TBA
[rt-users] A little question about Standalone Server Mode
Hi, i'm Dani from CESCA, a company from Barcelona that it wants to implement the RT on the system. I'm doing a pilot test with RT on a virtual machine. Exactly I first doing a 'Standalone Server Mode' configuration. So I put this parameters when I installed the RT: ./configure --with-my-user-group --with-db-type=mysql --enable-layout=inplace --with-devel-mode After that, I installed RT and BD perfectly, without errors. So, I run RT in MVL and I can't send email to anybody. My question is: from a'Standalone Server Mode' its possibly send mail? If possible, how do you send with sendmail? I have to put some parameters in SiteConfig ? Thanks, and sorry for my english, I'm a university student! -- ... __ / / Daniel García Mejía C E / S / C A Portals i Repositoris /_/ Centre de Serveis Científics i Acadèmics de Catalunya Gran Capità, 2-4 (Edifici Nexus) - 08034 Barcelona T. (NULL) - F. 93 205 6979 - dgar...@cesca.cat ... RT Training Sessions (http://bestpractical.com/services/training.html) * Boston TBA
Re: [rt-users] notify colleagues about a ticket in RT web interface (not by mail)
Am 01.12.2011 15:17, schrieb Stefan Vollmar: Hi, we have just started using RT and come across this problem: a ticket has been opened (by one of our users via a simplified web interface or internally), somebody in the support group has started working on it (she/he is now the owner) but finds that other colleagues should be involved at some stage. Now using a CC or AdminCC with the comment action can be used to notify the colleague that help would be appreciated with this case. However, this notification is mail-based and (in our case) some members of the support group will look at the RT web interface more often than at their mail clients - but the ticket will not show in either of their default ticket lists (it is neither unowned, nor is it owned by them). Is there a recommended way to notify regular RT users (in the RT web interface) that they should look into a ticket - other than generating mail notifications for them or making them the owner of a case? Many thanks in advance for any help with this! Best regards, Stefan How about creating an Depends on ticket and set the other colleague as the owner of the new ticket. -Chris RT Training Sessions (http://bestpractical.com/services/training.html) * Boston TBA
Re: [rt-users] A little question about Standalone Server Mode
Hi, Make sure $SendmailPath option in the config is correct. On Thu, Dec 1, 2011 at 7:24 PM, Daniel Garcia Mejia dgar...@cesca.cat wrote: Hi, i'm Dani from CESCA, a company from Barcelona that it wants to implement the RT on the system. I'm doing a pilot test with RT on a virtual machine. Exactly I first doing a 'Standalone Server Mode' configuration. So I put this parameters when I installed the RT: ./configure --with-my-user-group --with-db-type=mysql --enable-layout=inplace --with-devel-mode After that, I installed RT and BD perfectly, without errors. So, I run RT in MVL and I can't send email to anybody. My question is: from a'Standalone Server Mode' its possibly send mail? If possible, how do you send with sendmail? I have to put some parameters in SiteConfig ? RT Training Sessions (http://bestpractical.com/services/training.html) * Boston TBA -- Best regards, Ruslan. RT Training Sessions (http://bestpractical.com/services/training.html) * Boston TBA
Re: [rt-users] Tools menu in RT 4
Hi, Any of those basic reporting tools can be replaced with saved charts and dashboards in RT4. On Thu, Dec 1, 2011 at 6:54 PM, Albert Shih albert.s...@obspm.fr wrote: Hi In RT 3.8.x we have a tools menu with some basic function of reporting. I don't see this functions in RT 4. Should I install some module to have it back ? Regards. -- Albert SHIH DIO batiment 15 Observatoire de Paris 5 Place Jules Janssen 92195 Meudon Cedex Téléphone : 01 45 07 76 26/06 86 69 95 71 Heure local/Local time: jeu 1 déc 2011 15:53:52 CET RT Training Sessions (http://bestpractical.com/services/training.html) * Boston TBA -- Best regards, Ruslan. RT Training Sessions (http://bestpractical.com/services/training.html) * Boston TBA
Re: [rt-users] Tools menu in RT 4
Le 01/12/2011 à 19:56:16+0400, Ruslan Zakirov a écrit Hi Thanks for you answer. Any of those basic reporting tools can be replaced with saved charts and dashboards in RT4. Maybe (no It's certain) I'm totaly stupid, but even with all right I don't see how can I have charts in RT4 ... Regards. -- Albert SHIH DIO batiment 15 Observatoire de Paris 5 Place Jules Janssen 92195 Meudon Cedex Téléphone : 01 45 07 76 26/06 86 69 95 71 Heure local/Local time: jeu 1 déc 2011 21:15:08 CET RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] Tools menu in RT 4
Le 01/12/2011 à 21:16:38+0100, Albert Shih a écrit Le 01/12/2011 à 19:56:16+0400, Ruslan Zakirov a écrit Any of those basic reporting tools can be replaced with saved charts and dashboards in RT4. Maybe (no It's certain) I'm totaly stupid, but even with all right I don't see how can I have charts in RT4 ... Forget it. I find it... Thanks -- Albert SHIH DIO batiment 15 Observatoire de Paris 5 Place Jules Janssen 92195 Meudon Cedex Téléphone : 01 45 07 76 26/06 86 69 95 71 Heure local/Local time: jeu 1 déc 2011 21:20:20 CET RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] Create another QuickSeach panel ?
This is exactly what I was looking for, thank you. Is there something special I would need to do permissions wise to remove columns? I seem to have no edit option and I am not sure if that is a permissions issue or a part of the module config. In short we do not used Stalled, we have multiple other stalled status we use which are showing up as well. --- Vance Walsh Network and Systems Administrator Concord Academy - Concord, Mass. RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
[rt-users] [rt-announce] RT Training in Boston - March 5 6, 2012
March 2012 will bring a two-day RT training session to our hometown of Boston! To learn more and sign up online, visit https://shop.bestpractical.com/#Training. Drop us a line at train...@bestpractical.com with any questions you have or to inquire about discounted pricing for academic institutions. ### What does training cover? The first day starts off with a tour of RT's web interface and continues with a detailed exploration and explanation of RT's functionality, workflows and configurability. We'll touch on basic administration, but concentrate largely on helping you and your team get the most out of your RT instance. The second day of training picks up with RT administration and dives into what you need to safely customize and extend RT. We'll cover point-and-click configuration, upgrading and installing RT, development best practices, RT's API, building an extension, and database tuning. It goes without saying that you'll get the most out of training if you attend both days of the course, but we've designed the material so that you can step out after the first day with a dramatically improved understanding of how to use RT or show up on the second day and get quickly up to speed on how to make RT do your bidding. ___ rt-announce mailing list rt-annou...@lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] Create another QuickSeach panel ?
On Fri, Dec 2, 2011 at 12:26 AM, Vance Walsh vance_wa...@concordacademy.org wrote: This is exactly what I was looking for, thank you. Is there something special I would need to do permissions wise to remove columns? I seem to have no edit option and I am not sure if that is a permissions issue or a part of the module config. As far as I recall it uses all active statuses. Probably stalled kicks in from approvals lifecycle. Investigate yourself a little bit. Ping me once again if you can not find reason. In short we do not used Stalled, we have multiple other stalled status we use which are showing up as well. --- Vance Walsh Network and Systems Administrator Concord Academy - Concord, Mass. RT Training Sessions (http://bestpractical.com/services/training.html) * Boston — March 5 6, 2012 -- Best regards, Ruslan. RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
[rt-users] Superscript?
Hello, Is it possible to enable superscript in the RT WYSIWYG (CKEditor?) editor? Thanks, Patrick RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] notify colleagues about a ticket in RT web interface (not by mail)
Dear Thomas, On 01.12.2011, at 15:48, Thomas Sibley wrote: On 12/01/2011 09:17 AM, Stefan Vollmar wrote: [...] Is there a recommended way to notify regular RT users (in the RT web interface) that they should look into a ticket - other than generating mail notifications for them or making them the owner of a case? A common approach is to add the staff as a ticket AdminCc and add a new homepage/dashboard search (or modify the existing ones) to check AdminCc.id = '__CurrentUser__' Great, thanks! I think that would solve our current problem. It seems that (Owner = '__CurrentUser__' OR Cc.id = '__CurrentUser__' OR AdminCc.id = '__CurrentUser__') AND (Status = 'new' OR Status = 'open') worked when I modified the search filter in a custom dashboard. Unfortunately, it only worked once, then the old search filter was back in the custom dashboard. How can I make this modified search filter permanent? Or even better: how can I change every user's default dashboard so it works with the above search filter? Many thanks in advance! Warm regards, Stefan -- Dr. Stefan Vollmar, Dipl.-Phys. Head of IT group Max-Planck-Institut für neurologische Forschung Gleuelerstr. 50, 50931 Köln, Germany Tel.: +49-221-4726-213 FAX +49-221-4726-298 Tel.: +49-221-478-5713 Mobile: 0160-93874279 Email: voll...@nf.mpg.de http://www.nf.mpg.de smime.p7s Description: S/MIME cryptographic signature RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
[rt-users] Fwd: notify colleagues about a ticket in RT web interface (not by mail)
Dear Thomas, I think I was able to solve it myself: I needed to be logged in as root. I could then save the modified query (from query builder), then select Configuration:Globals:RT-at-a-Glance and replace the default query with the one I had just saved - neat! Warm regards, Stefan Begin forwarded message: From: Stefan Vollmar voll...@nf.mpg.de Date: 1. Dezember 2011 22:49:32 MEZ To: Thomas Sibley t...@bestpractical.com Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] notify colleagues about a ticket in RT web interface (not by mail) Dear Thomas, On 01.12.2011, at 15:48, Thomas Sibley wrote: On 12/01/2011 09:17 AM, Stefan Vollmar wrote: [...] Is there a recommended way to notify regular RT users (in the RT web interface) that they should look into a ticket - other than generating mail notifications for them or making them the owner of a case? A common approach is to add the staff as a ticket AdminCc and add a new homepage/dashboard search (or modify the existing ones) to check AdminCc.id = '__CurrentUser__' Great, thanks! I think that would solve our current problem. It seems that (Owner = '__CurrentUser__' OR Cc.id = '__CurrentUser__' OR AdminCc.id = '__CurrentUser__') AND (Status = 'new' OR Status = 'open') worked when I modified the search filter in a custom dashboard. Unfortunately, it only worked once, then the old search filter was back in the custom dashboard. How can I make this modified search filter permanent? Or even better: how can I change every user's default dashboard so it works with the above search filter? Many thanks in advance! Warm regards, Stefan -- Dr. Stefan Vollmar, Dipl.-Phys. Head of IT group Max-Planck-Institut für neurologische Forschung Gleuelerstr. 50, 50931 Köln, Germany Tel.: +49-221-4726-213 FAX +49-221-4726-298 Tel.: +49-221-478-5713 Mobile: 0160-93874279 Email: voll...@nf.mpg.de http://www.nf.mpg.de RT Training Sessions (http://bestpractical.com/services/training.html) * Boston ˜ March 5 6, 2012 -- Dr. Stefan Vollmar, Dipl.-Phys. Head of IT group Max-Planck-Institut für neurologische Forschung Gleuelerstr. 50, 50931 Köln, Germany Tel.: +49-221-4726-213 FAX +49-221-4726-298 Tel.: +49-221-478-5713 Mobile: 0160-93874279 Email: voll...@nf.mpg.de http://www.nf.mpg.de smime.p7s Description: S/MIME cryptographic signature RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
