Re: [rt-users] RT-mailgate question
Thanks for your time Peter. Currently in the received mail i need to add the username which took action over the ticket, nothing more On 7/8/2014 3:26 AM, Alex Peters wrote: From your description, it seems that the managers are currently watching the ticket as AdminCCs. Can you please give an example of the information that you need in the emails that are sent to the managers? The emails already show the name and email address of the person adding correspondence to the ticket. Ticket owner information is already emailed when owner change occurs. On 08/07/2014 1:03 am, Yavor Marinov ymari...@neterra.net mailto:ymari...@neterra.net wrote: hey guys, i have again (probably) silly question. Is there any chance when using RT web interface, when replying the rt-mailgate to attach the username who did the action. Now, when replying to a ticket, via email we receive only the actual information written by user plus link to the ticket. I'm asking this, because some of our managers don't want to handle with RT's web interface, but needs info who actually took action over the ticket Thanks in advance -- RT Training - Boston, September 9-10 http://bestpractical.com/training -- RT Training - Boston, September 9-10 http://bestpractical.com/training
Re: [rt-users] RT-mailgate question
A list of useful template snippets can be found on the wiki:
http://requesttracker.wikia.com/wiki/TemplateSnippets#People
It seems that you would get the desired information by adding this to the
appropriate templates:
{ $Transaction-CreatorObj-Name }
In your case, you probably want to add this to the Admin Correspondence,
Admin Comment and Transaction templates.
On 8 July 2014 18:02, Yavor Marinov ymari...@neterra.net wrote:
Thanks for your time Peter.
Currently in the received mail i need to add the username which took
action over the ticket, nothing more
On 7/8/2014 3:26 AM, Alex Peters wrote:
From your description, it seems that the managers are currently watching
the ticket as AdminCCs.
Can you please give an example of the information that you need in the
emails that are sent to the managers?
The emails already show the name and email address of the person adding
correspondence to the ticket. Ticket owner information is already emailed
when owner change occurs.
On 08/07/2014 1:03 am, Yavor Marinov ymari...@neterra.net wrote:
hey guys,
i have again (probably) silly question. Is there any chance when using
RT web interface, when replying the rt-mailgate to attach the username
who did the action. Now, when replying to a ticket, via email we receive
only the actual information written by user plus link to the ticket. I'm
asking this, because some of our managers don't want to handle with RT's
web interface, but needs info who actually took action over the ticket
Thanks in advance
--
RT Training - Boston, September 9-10
http://bestpractical.com/training
--
RT Training - Boston, September 9-10
http://bestpractical.com/training
Re: [rt-users] RT-mailgate question
Thanks Alex - it worked.
ps: excuse my previous mail since i mistaken your name
BR
On 7/8/2014 2:01 PM, Alex Peters wrote:
A list of useful template snippets can be found on the wiki:
http://requesttracker.wikia.com/wiki/TemplateSnippets#People
It seems that you would get the desired information by adding this to
the appropriate templates:
{ $Transaction-CreatorObj-Name }
In your case, you probably want to add this to the Admin
Correspondence, Admin Comment and Transaction templates.
On 8 July 2014 18:02, Yavor Marinov ymari...@neterra.net
mailto:ymari...@neterra.net wrote:
Thanks for your time Peter.
Currently in the received mail i need to add the username which
took action over the ticket, nothing more
On 7/8/2014 3:26 AM, Alex Peters wrote:
From your description, it seems that the managers are currently
watching the ticket as AdminCCs.
Can you please give an example of the information that you need
in the emails that are sent to the managers?
The emails already show the name and email address of the person
adding correspondence to the ticket. Ticket owner information is
already emailed when owner change occurs.
On 08/07/2014 1:03 am, Yavor Marinov ymari...@neterra.net
mailto:ymari...@neterra.net wrote:
hey guys,
i have again (probably) silly question. Is there any chance
when using
RT web interface, when replying the rt-mailgate to attach the
username
who did the action. Now, when replying to a ticket, via email
we receive
only the actual information written by user plus link to the
ticket. I'm
asking this, because some of our managers don't want to
handle with RT's
web interface, but needs info who actually took action over
the ticket
Thanks in advance
--
RT Training - Boston, September 9-10
http://bestpractical.com/training
--
RT Training - Boston, September 9-10
http://bestpractical.com/training
Re: [rt-users] Column width in search results
I tried this today in every single possible way and it didn't work. It's like RT won't accept it. Is there a module that will do it? Or do you have any other ideas? -- View this message in context: http://requesttracker.8502.n7.nabble.com/Column-width-in-search-results-tp57866p57876.html Sent from the Request Tracker - User mailing list archive at Nabble.com. -- RT Training - Boston, September 9-10 http://bestpractical.com/training
[rt-users] newbie RT/AD setup and priv questions
RT 4.2.3 RedHat Enterprise Linux 6.5 Hi I have installed RT as a test in hopes of eventually replacing our home-built ticketing system soon-ish. I have RT installed and have a basic configuration that allows anyone in our AD to login. For the moment there is an RT root user and my AD account. I have looked in the wiki and the mailing list archive and see a lot about AD issues but not his... or I don't know enough to know what I am looking for yet. If I login as the rt-root user and go to Admin Users there is a list of Privileged users. This list only shows the rt-root user. If I then search for my AD account I can see my account and that under Access control the box for Let this user be granted rights (Privileged) is checked. Shouldn't this/my account show up in the Admin Users: Privileged users list? I have seen some threads that talk about an auto create config option. Is the situation that plain AD users are not real RT user accounts by default? Our situation is that of an IT HelpDesk for a large facility. Hundreds of plain AD users should be able to submit tickets and do unprivileged RT actions. A much smaller group of folks, the HelpDesk folks, need to be able to do the real RT work: assign tickets, move them into queues, etc. I have another unrelated newbie setup question as well. I work for a large facility and again my main focus is replacing an ancient ticket system in my group. I can easily imagine that over time other departments/groups in the facility may want their own RT services. Are there docs that can tell me what to do now to prepare for multi-department use? Should each unit have their own install config? Can one instance service multiple units with undoubtedly unique needs? Thanks Dean -- RT Training - Boston, September 9-10 http://bestpractical.com/training
Re: [rt-users] newbie RT/AD setup and priv questions
AD users don't exist in RT until the login. I use a combination of auto create on login, and a nightly cron job that runs rtldapimport from this extension: http://search.cpan.org/~tsibley/RT-Extension-LDAPImport-0.34/lib/RT/Extension/LDAPImport.pm. That handles creating the users. As for multi department, I would suggest using separate queues and not seperate rt instances to divide up the work. Each queue can have a custom workflow and custom scrip actions. On Tue, Jul 8, 2014 at 1:20 PM, Karres, Dean kar...@illinois.edu wrote: RT 4.2.3 RedHat Enterprise Linux 6.5 Hi I have installed RT as a test in hopes of eventually replacing our home-built ticketing system soon-ish. I have RT installed and have a basic configuration that allows anyone in our AD to login. For the moment there is an RT “root” user and my AD account. I have looked in the wiki and the mailing list archive and see a lot about AD issues but not his… or I don’t know enough to know what I am looking for yet. If I login as the rt-root user and go to Admin Users there is a list of “Privileged users”. This list only shows the rt-root user. If I then search for my AD account I can see my account and that under “Access control” the box for “Let this user be granted rights (Privileged)” is checked. Shouldn’t this/my account show up in the Admin Users: “Privileged users” list? I have seen some threads that talk about an auto create config option. Is the situation that plain AD users are not “real” RT user accounts by default? Our situation is that of an IT HelpDesk for a large facility. Hundreds of plain AD users should be able to submit tickets and do unprivileged RT actions. A much smaller group of folks, the HelpDesk folks, need to be able to do the real RT work: assign tickets, move them into queues, etc. I have another unrelated newbie setup question as well. I work for a large facility and again my main focus is replacing an ancient ticket system in my group. I can easily imagine that over time other departments/groups in the facility may want their own RT services. Are there docs that can tell me what to do now to prepare for multi-department use? Should each unit have their own install config? Can one instance service multiple units with undoubtedly unique needs? Thanks Dean -- RT Training - Boston, September 9-10 http://bestpractical.com/training -- RT Training - Boston, September 9-10 http://bestpractical.com/training
Re: [rt-users] newbie RT/AD setup and priv questions
On 8-7-2014 20:20, Karres, Dean wrote: RT 4.2.3 RedHat Enterprise Linux 6.5 Hi I have installed RT as a test in hopes of eventually replacing our home-built ticketing system soon-ish. I have RT installed and have a basic configuration that allows anyone in our AD to login. For the moment there is an RT root user and my AD account. I have looked in the wiki and the mailing list archive and see a lot about AD issues but not his... or I don't know enough to know what I am looking for yet. If I login as the rt-root user and go to Admin Users there is a list of Privileged users. This list only shows the rt-root user. If I then search for my AD account I can see my account and that under Access control the box for Let this user be granted rights (Privileged) is checked. Shouldn't this/my account show up in the Admin Users: Privileged users list? Yes I would think so, it does at my site. I have seen some threads that talk about an auto create config option. Is the situation that plain AD users are not real RT user accounts by default? Read etc/RT_Config, either on the server you installed RT on or on the bestpractical.com site Our situation is that of an IT HelpDesk for a large facility. Hundreds of plain AD users should be able to submit tickets and do unprivileged RT actions. A much smaller group of folks, the HelpDesk folks, need to be able to do the real RT work: assign tickets, move them into queues, etc. I have another unrelated newbie setup question as well. I work for a large facility and again my main focus is replacing an ancient ticket system in my group. I can easily imagine that over time other departments/groups in the facility may want their own RT services. Are there docs that can tell me what to do now to prepare for multi-department use? Should each unit have their own install config? Can one instance service multiple units with undoubtedly unique needs? I think so, create groups and queues and assign the correct rights. Try to stay away from the global rights because once given can't be revoked on a group level. Joop -- RT Training - Boston, September 9-10 http://bestpractical.com/training
[rt-users] Question about generating a report
Hello, My rt users have hit me with a rather.. unusual request. I'm not exactly sure how to get RT to do what they're asking. Basically they want to generate a monthly report of times a comment was made on tickets in a queue. This alone I'm almost able to achieve through a mysql query. But they've thrown me a curve ball in that they also want listed the value of a custom field. Basically what they're looking for is something like this... -- | Queue 1 | datetime | value of custom field | | Queue 1 | datetime | value of custom field | | Queue 1 | datetime | value of custom field | | Queue 2 | datetime | value of custom field | | Queue 3 | datetime | value of custom field | | Queue 3 | datetime | value of custom field | -- Could anybody give me any type of direction as to how I could get this information from the database in the form of a mysql query? -- RT Training - Boston, September 9-10 http://bestpractical.com/training
[rt-users] add a value to a multi-valued field with REST Client?
I have had good success creating and editing tickets with RT::Client::REST
and my RT 4.0.17. However, I haven't figured out how to add a value to a
custom field that accepts multiple values. When I update a ticket like so:
$ticket-cf('InventoryAsset' = $aid); $ticket-store();
the ticket history shows that it first deletes the previous value before
adding the new value.
Is this possible or should I submit a wishlist bug to the queue at
rt.cpan.org?
thanks, Don
--
RT Training - Boston, September 9-10
http://bestpractical.com/training
Re: [rt-users] Column width in search results
I don't think such a module exists; it doesn't seem like a common request. Out of curiosity, is there a specific problem you're trying to fix with this or is it just a matter of cosmetic preference? My first step would be to develop some HTML independently of RT that correctly demonstrates what you want to achieve, and possibly share it to the list as a proof of concept. After that, I'd try to implement that as STYLE information in the search display format, then if that fails, look at creating local overrides of the html/Elements/CollectionList and/or html/Elements/CollectionAsTable/Row components and thus change the HTML being generated by RT in the first place (but this would impose all ticket lists in the system with this styling, not specific searches, which may or may not be acceptable). The wiki has some small amount of information on this topic which may be useful: http://requesttracker.wikia.com/wiki/CustomizingWithLocalDir On 9 July 2014 02:27, AJ aaron.mccar...@southwestern.ie wrote: I tried this today in every single possible way and it didn't work. It's like RT won't accept it. Is there a module that will do it? Or do you have any other ideas? -- View this message in context: http://requesttracker.8502.n7.nabble.com/Column-width-in-search-results-tp57866p57876.html Sent from the Request Tracker - User mailing list archive at Nabble.com. -- RT Training - Boston, September 9-10 http://bestpractical.com/training -- RT Training - Boston, September 9-10 http://bestpractical.com/training
