Hi Hans,
We use rt in this manner. Create a queue and group per customer; associate the
users with the group, assign group perms to the queues and you're cooking with
gas.
Regards,
Chris Herrmann
Far Edge
+612 84251400
+614 03393309
http://www.faredge.com.au
Final RT training for 2
On Sep 5, 2012, at 11:00 AM, Kevin Falcone:
> On Fri, Aug 31, 2012 at 05:49:36PM +, Lundberg, Emory wrote:
>> I cannot seem to get a scrip that will accept multiple comma-seperated
>> addresses from an email (or any correspondevent for that matter), only one
>> address will be accepted.
>> T
In our case, the person that does the work, and the person that resolves
the ticket are the same people, and they are the owner.
However, if you require having multiple owners of "work" for a single
"request", you could always create children tickets of the original request.
That way, the person
Hi,
I would like to request some advice with regard to adding some features
to RT. We are looking into doing this ourselves or perhaps outsource it.
Each ticket that is created in RT must be linked to a ticket (HDI) in
our project management system.
Basically I want to have "Create HDI" butt
Zitat von Kevin Falcone :
On Tue, Sep 04, 2012 at 02:54:38PM +0200, Tobias Ramin wrote:
New tickets don't have values for started set. This is as expected,
but it should be set, when a comment is made or an answer is sent.
When a new ticket is replied, the started date is not set. Even
after co
On 09/11/2012 06:34 AM, Johan Sjöberg wrote:
> Hmm, maybe I’m stupid but I can’t find a way to customize the query that
> is used to populate the “my tickets” list on “RT at a glance”. If I
> click “Edit”, I only get the options in the attached screenshot.
You need to be logged in as a superuser (
Gary,
➢ I bet this is really easy, but I'm stumped. The wiki didn't help me either.
If you want to associate times with comments, you need to make sure they are
stored inside the corresponding transactions. However transaction objects are
immutable, so you probably can't modify them from Scrips
Hi all,
I want to increment the time worked of a ticket during execution of a scrip
that fires with the "On Correspond" condition by adding time for just that
transaction.
I can't see a way to set the time worked for just the specific transaction
that is active during the life of the scrip.
The
Hans,
> for the ticket history of a company with multiple requestors? Is there
maybe a plugin or
> extension which enables adding companies to RT and linking requestors to
them?
RT has no built-in support for customers per se, but you can still use RT
groups to emulate it. Create one group per c
Hi everyone,
Not exactly a technical question but in your configuration who is the owner
of a ticket ?
1/ Is the owner is who solve the ticket, meaning who have do the «real
job»
or
2/ the owner is who have the responsibility to ask/do what necessary to
make
Hello,
We are currently trying out RT and OTRS to see what both have to
offer and what will fit our needs best. With OTRS you have the
ability to link tickets to companies (customers) and for each
company you can add one or more contacts. This way you can easily
I "think" there is. The advanced part is on the query, but I don't think you
have to do it as advanced. If you edit the query for "My Tickets" you should be
able to add your new status in the query editor. I think the trick is when you
save it, to save it globally. We are on 4.05 now, but within
Hi Tim thanks for the reply, the upgrade path that you have explain seem
fairlly simple though consumes bit more time then in-place upgrade I believe
but its safe to have the upper hand on fall back to the original system just in
case if something to go wrong.
Thank you again Best Regards
Asan
On 11/09/2012 06:48, Asanka Gunasekera wrote:
> Hi Tim, thank you for the reply, bigest problem that I have not been a
> perl programer, hope you don't mind me asking bit more clarifications
>
> I am using Oracle as my database and I could not make head or tail of
> the relations :) guess need to
Hi.
Thanks for your reply. I forgot to mention that we are currently on 3.8.14 (an
upgrade is planned for “the future”…). It seems like there is no “advanced”
when editing the ticket list on 3.8, is that right?
/Johan
From: Joe Harris [mailto:drey...@gmail.com]
Sent: den 11 september 2012 00:5
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