[rt-users] RT rights
Hi everyone, I would like to know how to enable an unprivileged user to be assigned tickets. Although I'm giving the 'OwnTicket' right to the unprivileged group I can't see the name of the unprivileged user in dropdown list for theowner field when creating a new ticket. can you please tell what I did wrong Thanks in advance,
Re: [rt-users] RT rights
Thank you Aaron for your answer, Actually I'm trying to make a user see its owned tickets only (and not access the other tickets existing in the queue), beside to be able to respond to them and modify their status. Regards, Abdelmalek 2015-04-23 22:44 GMT+01:00 Aaron Guise aa...@guise.net.nz: I am pretty sure that owners must be privileged. Just owning the ticket is not very useful. The owner should operate on the ticket eg change status which requires further rights. Unsure why an unprivileged user should need to be a ticket owner anyway. I have never encountered such a use case. Maybe you can provide some more detail around what you are trying to achieve. -- Regards, Aaron On Fri, 24 Apr 2015 at 6:14 am ABD EL MALEK BOUBARNOUS abdelmalekboubarn...@student.emi.ac.ma wrote: Hi everyone, I would like to know how to enable an unprivileged user to be assigned tickets. Although I'm giving the 'OwnTicket' right to the unprivileged group I can't see the name of the unprivileged user in dropdown list for theowner field when creating a new ticket. can you please tell what I did wrong Thanks in advance,
[rt-users] Giving the right OwnTicket to the unprivileged group
Hello everyone, I'm using RT 4.2, and I have two question? The first question : Please, is it possible that a user can own tickets knowing that he belongs to the group unprivileged and I give the right OwnTicket to the group unprivileged. My problem: when i would like to chose this user in a ticket I don't find it in the list box of owners. The second question: when I'm logging with this unprivileged user in the self-service UI, I can watch other's tickets even if I'm not the owner, please is there a solution where the unprivileged user can see just tickets where he is the owner. please help me I'm blocked in my project; Thanks a lot, yours sincerely.
Re: [rt-users] RT rights
I am pretty sure that owners must be privileged. Just owning the ticket is not very useful. The owner should operate on the ticket eg change status which requires further rights. Unsure why an unprivileged user should need to be a ticket owner anyway. I have never encountered such a use case. Maybe you can provide some more detail around what you are trying to achieve. -- Regards, Aaron On Fri, 24 Apr 2015 at 6:14 am ABD EL MALEK BOUBARNOUS abdelmalekboubarn...@student.emi.ac.ma wrote: Hi everyone, I would like to know how to enable an unprivileged user to be assigned tickets. Although I'm giving the 'OwnTicket' right to the unprivileged group I can't see the name of the unprivileged user in dropdown list for theowner field when creating a new ticket. can you please tell what I did wrong Thanks in advance,
Re: [rt-users] Assets Extension 1.04 and Links
Anyone who can help me understand the links in RT and the way autosearch works and/or is configurable? Thank you. -- Peter On Fri, Apr 17, 2015 at 5:24 PM, Peter Viskup skupko...@gmail.com wrote: Hi all, would like to ask you how to work with the links for asset entry. At the moment - after default installation - the search for asset links is searching in tickets only. I discovered using 'asset:' prefix I am able to link two assets. Is there some way to let that form searching in assets by default? Had a look into source code and found this: tr td class=labelParents: /td td class=entryinput name=2-MemberOf value= data-autocomplete=Tickets data-autocomplete-multiple=1 data-autocomplete-exclude=2//td Looks like the data-autocomplete value is responsible for that. Unfortunately wasn't able to find information about it in documentation. Could anybody explain me this in more details? Thank you. -- Peter Viskup
Re: [rt-users] Assets for RT (RT::Extension:Assets) - Help with perl script
Hi Emmanuel,
not sure if you already fixed your Problem, here is a possible Solution:
https://github.com/tbrumm/rt-extension-assets/blob/master/lib/RT/CustomFieldValues/Assets.pm
Torsten
Von: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] Im Auftrag von
Emmanuel Lacour
Gesendet: Freitag, 10. April 2015 19:02
An: rt-users@lists.bestpractical.com
Betreff: Re: [rt-users] Assets for RT (RT::Extension:Assets) - Help with perl
script
Le 10/04/2015 13:06, Carl van Litsenborgh a écrit :
I have a standard installation of RT4 with the extension RT::Extension:Assets
added.
I wrote a perl script (based on the many examples on the RT WIKI contributions
pages) to scan through all open tickets reporting (in HTML) certain key
performance indicators for me.
I would like to extend this perl script to ALSO scan through all “assets” in my
RT database and to report on the content of a certain asset custom field (call
it Asset_Status).
I have searched the mailing lists and internet for some guidance, but found
none.
Can someone please help me (or guide me) with a perl code snippet showing the
basics of how to loop (in perl API) through all assets in RT, and to extract
the information (text field) of s specific custom field assigned to all assets
to get me started.
something like:
my $Catalog = RT::Catalog-new( RT-SystemUser );
$Catalog-Load('Informatique');
my $Assets = RT::Assets-new( RT-SystemUser );
$Assets-LimitCatalog(VALUE = $Catalog-id);
my $CustomField = RT::CustomField-new( RT-SystemUser );
$CustomField-LoadByName( Name = 'Marque', LookupType =
'RT::Catalog-RT::Asset' );
$Assets-LimitCustomField( CUSTOMFIELD = $CustomField-id, VALUE = 'CANON' );
print Found: .$Assets-Count. asset(s)\n;
while (my $Asset = $Assets-Next) {
print Found asset number: .$Asset-id.\n;
}
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Re: [rt-users] Script for AutoResolving after X days?
Johan Sundström johan.sundst...@vbm.se schreef op 23 april 2015 13:35:12 CEST: Hi! I would like to be able to auto-resolve tickets i have replyied to if i dont get a response from the user in X days. Anyone know of a script to make this happen? I looked on the contributions-page but could not find anything suitable.. Have a look at rt-crontool. There are a couple of nice examples on the bestpractical website in the docs section about automating RT. Joop
[rt-users] Cannot get JumpToFrontPageOnTicketResolve to work.
I have followed this: http://requesttracker.wikia.com/wiki/JumpToFrontPageOnTicketResolve See attachment for my conf. But nothing is happening when i resolve a ticket. If i check the source of the page after a resolve, the meta-string is not inserted at all. Using RT 4.2.10, is this script not compatible? Regards Johan Sundström / IT-Ansvarig Västerbottens museum www.vbm.se
Re: [rt-users] Script for AutoResolving after X days?
Hi Johan I dont know how to do this but I would be interested also however I think you would want to have a specific STATUS e.g. Awaiting Closure for this otherwise you may get tickets closed when you were in a correspondence trail with a customer. Sally Sally Ainsley | Lifecycle Software | From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Johan Sundström Sent: 23 April 2015 12:35 To: rt-users@lists.bestpractical.com Subject: [rt-users] Script for AutoResolving after X days? Hi! I would like to be able to auto-resolve tickets i have replyied to if i dont get a response from the user in X days. Anyone know of a script to make this happen? I looked on the contributions-page but could not find anything suitable.. Best Wishes Johan Sundström / IT-Ansvarig 090-163951 Västerbottens museum www.vbm.se http://www.vbm.se
[rt-users] Script for AutoResolving after X days?
Hi! I would like to be able to auto-resolve tickets i have replyied to if i dont get a response from the user in X days. Anyone know of a script to make this happen? I looked on the contributions-page but could not find anything suitable.. Best Wishes Johan Sundström / IT-Ansvarig 090-163951 Västerbottens museum www.vbm.se
Re: [rt-users] Script for AutoResolving after X days?
True.. If i could set a status when I'm done, and maybe the user is going to respond, but not sure, that would be best. Possible scenario now is: 1: I receive ticket. 2: I fix the problem 3: notify user 4: I resolve ticket 5: User reply, Thanks! 6: Ticket re-opens. 7: I have to resolve it again.. So, some kind of auto-resolve after X days if status it set to X would definitely be nice! /J Johan Sundström / IT-Ansvarig 090-163951 Västerbottens museum www.vbm.se Från: Sally Ainsley sally.ains...@lifecycle-software.commailto:sally.ains...@lifecycle-software.com Datum: torsdag den 23 april 2015 v.17 13:56 Till: Johan Sundström johan.sundst...@vbm.semailto:johan.sundst...@vbm.se, rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com Ämne: RE: [rt-users] Script for AutoResolving after X days? Hi Johan I don't know how to do this but I would be interested also - however I think you would want to have a specific 'STATUS' e.g. Awaiting Closure for this otherwise you may get tickets closed when you were in a correspondence trail with a customer. Sally Sally Ainsley | Lifecycle Software | From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Johan Sundström Sent: 23 April 2015 12:35 To: rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com Subject: [rt-users] Script for AutoResolving after X days? Hi! I would like to be able to auto-resolve tickets i have replyied to if i dont get a response from the user in X days. Anyone know of a script to make this happen? I looked on the contributions-page but could not find anything suitable.. Best Wishes Johan Sundström / IT-Ansvarig 090-163951 Västerbottens museum www.vbm.sehttp://www.vbm.se
