[rt-users] Comment

2015-06-17 Thread Daniel Moore
Hello,

Is there anyway to take the comment directly out of lifecycle for the 
Tickets? I have been able to rename some things but we do not want users 
commenting on Tickets since the default behavior for a comment is to not reply 
or send emails at all.

We want users to be only click reply when they are replying to their ticket.

Please let me know if this is possible.

Please do not try to sell me a book.

V/R,

Daniel Moore
IT Systems Technician
Osborne Wood Products, Inc.
[http://hosting-source.bm23.com/9241/public/OsborneLogo111.jpg]
P: 706.282.5764
F: 888.777.4304
http://www.osbornewood.com



[rt-users] RT 4.2 - owner list changed from pull-down menu to fill-in form

2015-06-17 Thread Boris Epstein
Hello all,

For some reason, at some point in a not so distant past, the form where you
can assign a newly created ticket to a user has changed from a pull-down
list to a form where you can type it in (with auto-fill but still). Has
anybody seen that? Does anybody know why this is happening?

Thanks in advance for any and all help.

Cheers,

Boris.


[rt-users] Tree queue

2015-06-17 Thread Alain Le Drezen
Hi, 

Is there a way to create tree queue. 
We will have to manage hundreds of queue and we realy need a tree. 

Thank's for your answer. 

Alain 




Re: [rt-users] RT 4.2.10 crash

2015-06-17 Thread Guadagnino Cristiano
Todd,
I have these templates:

  *   New Pending Approval
  *   Approval Passed
  *   All Approvals Passed
  *   Approval Rejected
  *   New Pending Approval in HTML
  *   Approval Passed in HTML
  *   All Approvals Passed in HTML
  *   Approval Rejected in HTML
  *   Approval Ready for Owner in HTML
  *   Transaction in HTML
  *   Transaction

Upon visual inspection they seem OK, but the last two templates are empty.

Of all the templates, only three are used by scrips:

  *   New Pending Approval is used by scrip 12 (When an approval ticket is 
created, notify the Owner and AdminCc of the item awaiting their approval)
  *   Approval Rejected is used by scrip 13 (If an approval is rejected, 
reject the original and delete pending approvals)
  *   Transaction is used by scrip 4 (On Create Notify AdminCcs)

Todd, does Best Practical offer support for troubleshooting?
Could you send me (privately) some figures?
If we can't fix this issue by ourselves I'll see if I can convince the 
management to ask for support.

T.I.A.

Cris





On 17/06/2015 05:34, Todd Wade wrote:
On 6/16/15 10:57 AM, Guadagnino Cristiano wrote:
unfortunately, even after completely fixing the db with rt-validator, I
still have the same problem with approvals.

I am at a loss, if anybody has something to contribute it would be very
appreciated.

Can you confirm that the Approvals templates are installed? Navigate to 
/Admin/Queues/index.html?FindDisabledQueues=1 (this is the 'Admin queues' page 
with the 'Include disabled queues in listing' checkbox checked), click on the 
__Approvals queue and then click on 'Tempates' in the subnav. Are there 
Templates listed there?

Without access to your system its very much a guess but it sounds like somehow 
the approvals infrastructure wasn't installed (or wasn't installed correctly) 
in your system during the upgrade that added it in.

Regards,