Re: [rt-users] Global settings for portals on RT at a Glance
On Thu, Feb 21, 2013 at 05:14:11PM +, Raymond Corbett wrote: No problem setting the global look of RT at a Glance for all users. My question. How can one globally change the Display Columns in the portal Newest Unowned Tickets? By default the columns are id, subject, queue, satus, created relative, take I would like to add the column for ‘Created by’ which I can do easily enough, but have that a global change that all users inherit on login. As SuperUser, go to RT home page, then click on Edit on top right of the Newest Unowned Tickets area. Then, above Sorting, click on Search - Unowned Tickets in the You can also edit the predefined search itself: Search - Unowned Tickets sentence. Then you're editing this search, add the wanted fields at the bottom and then click on the right, in the Saved search box on Update. You're done ;) -- Easter-eggs Spécialiste GNU/Linux 44-46 rue de l'Ouest - 75014 Paris - France - Métro Gaité Phone: +33 (0) 1 43 35 00 37- Fax: +33 (0) 1 43 35 00 76 mailto:elac...@easter-eggs.com - http://www.easter-eggs.com -- RT training in Amsterdam, March 20-21: http://bestpractical.com/services/training.html Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T
Re: [rt-users] Mandatory Fields enforcement
On Fri, Feb 22, 2013 at 07:03:48AM -0500, Joe Kirby wrote: I have installed the extension, with help from Rus (Thank You), to require mandatory fields be filled in prior to a response or comment. Is there a way to enforce this on any update except the queue change? I have situations where a ticket is created in queue A which has no CF's and then transferred to queue B which has 1 to many mandatory CF's. In order to maintain the integrity of the CF's value I need to make sure folks are updating. Yes I have asked, etc. but they just get going so fast they do not always remember. What about enforcing to fill those fields at the resolved stage? -- Easter-eggs Spécialiste GNU/Linux 44-46 rue de l'Ouest - 75014 Paris - France - Métro Gaité Phone: +33 (0) 1 43 35 00 37- Fax: +33 (0) 1 43 35 00 76 mailto:elac...@easter-eggs.com - http://www.easter-eggs.com -- RT training in Amsterdam, March 20-21: http://bestpractical.com/services/training.html Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T
Re: [rt-users] Changing Default Values in RT
On Fri, Feb 22, 2013 at 06:13:25PM +, Raymond Corbett wrote: Quick Ticket Creation Owner defaults to ‘Me’ We would like the default to be ‘Nobody’ no configuration way for this, you have to patch the file share/html/Elements/QuickCreate (not that difficult, but document this to ease RT upgrades). then don't forget to erase the mason cache (path_to_rt/var/mason_data/*) and restart the web server. -- Easter-eggs Spécialiste GNU/Linux 44-46 rue de l'Ouest - 75014 Paris - France - Métro Gaité Phone: +33 (0) 1 43 35 00 37- Fax: +33 (0) 1 43 35 00 76 mailto:elac...@easter-eggs.com - http://www.easter-eggs.com -- RT training in Amsterdam, March 20-21: http://bestpractical.com/services/training.html Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T
Re: [rt-users] DateTime/Set.pm not found in @INC
Are you sure that this perl /opt/perl/bin/perl [cwfox@admin-new perl]$ /opt/perl/bin/perl -le 'print foreach @INC' /opt/perl/lib/site_perl/5.16.2/x86_64-linux /opt/perl/lib/site_perl/5.16.2 /opt/perl/lib/5.16.2/x86_64-linux /opt/perl/lib/5.16.2 Is the same as this perl? /usr/local/lib64/perl5 /usr/local/share/perl5 /usr/lib64/perl5/vendor_perl /usr/share/perl5/vendor_perl /usr/lib64/perl5 /usr/share/perl5 . /etc/httpd) at It looks like RT is running under /usr/bin/perl (the system perl) and anything you install into your custom perl will be unavailable. Disable the calendar plugin and start up RT and visit the System Configuration page to compare the perl -V output at the bottom to the results of /usr/bin/perl -V and /opt/perl/bin/perl -V Keep in mind, if you're using a packaged mod_perl you're almost certainly *not* using your custom built perl. -kevin pgpnl9OE0uxiT.pgp Description: PGP signature -- RT training in Amsterdam, March 20-21: http://bestpractical.com/services/training.html Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T
Re: [rt-users] Suppressing RT System itself entries in Ticket History
On Fri, Feb 22, 2013 at 09:52:37PM +, Raymond Corbett wrote: Forgive me as we are very new the all the settings that RT offers and you are very kind. I would answer generally I would say. We would like to see the a history list on the ticket to track replies and comments and such but do not want to see all history entries such as: Fri Feb 22 14:10:57 2013 The RT System itself - Outgoing email recorded Fri Feb 22 14:10:57 2013 The RT System itself - Outgoing email recorded Fri Feb 22 14:10:57 2013 The RT System itself - Status changed from 'new' to 'open' You explain that this is controlled by the ShowOutgoingEmail Is this an option somewhere, or is it a file that needs edited, or other? I can see no option anywhere in RT 4.0.10 that is labeled ShowOutgoingEmail. I called it the 'ShowOutgoingEmail right' - It's a right you grant to a group/user. If you're running around as a SuperUser (root) you're going to see everything unless you change code as suggested elsewhere in the thread. ShowOutgoingEmail is only going to suppress the Ougoing email recorded. The status changes don't have a right tied to them and hiding them is unusual. And you speak of SkipTransaction callback in ShowHistory.Again are these files that need edited. Sorry I have come a long way in getting an installation that looks like it will work well for us. But just not sure if you talking of options I cant find or files that need edited. Customizing in general is documented here http://requesttracker.wikia.com/wiki/Customizing and there is a Callbacks link there. -kevin pgpMITJgYJSo8.pgp Description: PGP signature -- RT training in Amsterdam, March 20-21: http://bestpractical.com/services/training.html Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T
Re: [rt-users] automaticaly set a reminder of 2, 5h to every new ticket in queue xxx
maybe this helps you guys helping me!
My Cronjob:
/ 5 * * * * /usr/bin/rt-crontool%
--search RT::Search::FromSQL
--search-arg 'Type = reminder and (Status = open or
Status = new)'
--condition RT::Condition::BeforeDue
--condition-arg 71h
--action RT::Action::SendEmail
--action-arg Owner
--transaction first
--template '150minremind'/
My Template (with the name 150 min remind)
/ To: { $Target = $Ticket-RefersTo-First-TargetObj; ($Argument eq
'TicketOwner' ? $Target : $Ticket)-OwnerObj-EmailAddress }
Subject: {$Ticket-Subject} is due {$Ticket-DueAsString}
Just a friendly heads up. This reminder is for ticket #{$Target-Id}.
{RT-Config-Get('WebURL')}Ticket/Display.html?id={$Target-Id}/
--
View this message in context:
http://requesttracker.8502.n7.nabble.com/automaticaly-set-a-reminder-of-2-5h-to-every-new-ticket-in-queue-xxx-tp52830p52883.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.
--
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Help improve RT by taking our user survey:
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Re: [rt-users] Mandatory Fields enforcement
On Feb 25, 2013, at 12:00 PM, rt-users-requ...@lists.bestpractical.com wrote: -- Message: 2 Date: Mon, 25 Feb 2013 10:29:31 +0100 From: Emmanuel Lacour elac...@easter-eggs.com To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Mandatory Fields enforcement Message-ID: 20130225092931.gd4...@easter-eggs.com Content-Type: text/plain; charset=iso-8859-1 On Fri, Feb 22, 2013 at 07:03:48AM -0500, Joe Kirby wrote: I have installed the extension, with help from Rus (Thank You), to require mandatory fields be filled in prior to a response or comment. Is there a way to enforce this on any update except the queue change? I have situations where a ticket is created in queue A which has no CF's and then transferred to queue B which has 1 to many mandatory CF's.? In order to maintain the integrity of the CF's value I need to make sure folks are updating.? Yes I have asked, etc. but they just get going so fast they do not always remember. What about enforcing to fill those fields at the resolved stage? I have that in place now as an outcome of the Extension for correspondence but I was hoping to have it done much earlier in the process for reporting purposes and also not to slow down the resolution process Thanks for your post. Joe -- Easter-eggs Sp?cialiste GNU/Linux 44-46 rue de l'Ouest - 75014 Paris - France - M?tro Gait? Phone: +33 (0) 1 43 35 00 37- Fax: +33 (0) 1 43 35 00 76 mailto:elac...@easter-eggs.com - http://www.easter-eggs.com -- RT training in Amsterdam, March 20-21: http://bestpractical.com/services/training.html Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T
Re: [rt-users] Thx Best Practical Devs!
On 02/23/2013 01:54 PM, Robert Nesius wrote: I upgraded my RT 4.0.4 install to 4.0.10 last night. I just wanted to give a tip of the hat to best-practical team for making that a very smooth process. 3.8.x to 4.0 was necessarily a bit of a bear - and even that was pretty darned smooth. But the dot-release upgrade was cake. Thanks guys! :) That's great to hear. :) Smooth minor point releases within a release series are what we're aiming for. It's about making it easier for people to stay current. -- RT training in Amsterdam, March 20-21: http://bestpractical.com/services/training.html Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T
[rt-users] Ready to roll?
Ok, I have users set up, groups set up (company departments), queues set up The RT box seems to be sending messages back and forth to our main Exchange box with no trouble at all The RT web interface itself is only viewable from within our network, but I don't personally see that as a problem I JUST got the RT book today and implemented the backups for MySQL (and copying a few .pm files) onto a removable USB drive with no issue, and now scheduled that to run via cron every night at midnight Are there any other last second gotchas I should beware of before I unleash all of my users onto RT? And my two cents: This is a great product, and I'm glad I spent the money on the ORA book. Thanks also to everyone on this list who has responded to me so far, I'm really looking forward to putting RT to good use! -John -- RT training in Amsterdam, March 20-21: http://bestpractical.com/services/training.html Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T
Re: [rt-users] Ready to roll?
Don't forget the cronjobs: https://github.com/bestpractical/rt/blob/stable/README#L190 https://github.com/bestpractical/rt/blob/stable/README#L198 Chris Am 26.02.2013 01:09, schrieb John Buell: Ok, I have users set up, groups set up (company departments), queues set up…. The RT box seems to be sending messages back and forth to our main Exchange box with no trouble at all…. The RT web interface itself is only viewable from within our network, but I don’t personally see that as a problem…. I JUST got the RT book today and implemented the backups for MySQL (and copying a few .pm files) onto a removable USB drive with no issue, and now scheduled that to run via cron every night at midnight…. Are there any other last second gotchas I should beware of before I unleash all of my users onto RT? And my two cents: This is a great product, and I’m glad I spent the money on the ORA book. Thanks also to everyone on this list who has responded to me so far, I’m really looking forward to putting RT to good use! -John -- RT training in Amsterdam, March 20-21: http://bestpractical.com/services/training.html Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T
