Re: [rt-users] Replying to the same ticket at same time.
On 21-3-2016 20:48, Parish, Brent wrote: > 4.4 offers a "ticket locked" message that you can leverage > > > Are you referring to core functionality? because I haven't seen that mentioned in the 4.4 Readme. I'm aware of the extension RT::Extension::TicketLocking but haven't tried if its compatible with 4.4. Regards, Joop - RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Washington DC - May 23 & 24, 2016
Re: [rt-users] Replying to the same ticket at same time.
Thank you both for your help. -Jesse Jesse Maseto Head of Support ByWater Solutions Support & Consulting for OSS Office - Stratford,CT T/F 888.900.8944 http://bywatersolutions.com je...@bywatersolutions.com On Mon, Mar 21, 2016 at 3:48 PM, Parish, Brent wrote: > 4.4 offers a "ticket locked" message that you can leverage > > > -Original Message- > From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On > Behalf Of Matt Zagrabelny > Sent: Monday, March 21, 2016 3:13 PM > To: Jesse Maseto > Cc: rt-users > Subject: Re: [rt-users] Replying to the same ticket at same time. > > On Mon, Mar 21, 2016 at 2:09 PM, Jesse Maseto > wrote: > > Scenario: Two different employees are working on and replying to the > > same ticket at the same time. > > > > Is there a way to send a notification that this ticket has already > > been replied to before the second reply is sent? or while the second > > employee has the ticket open? > > You could grant ReplyTo to only the Owner and Requestors of the ticket. > > Sometimes Owner can be used as a mutex for the ticket. > > -m > - > RT 4.4 and RTIR Training Sessions > https://urldefense.proofpoint.com/v2/url?u=https-3A__bestpractical.com_training&d=CwICAg&c=VCWpAYkS3z1bOCIxc-BPGZarCq9MRCAVxZJE051VqH8&r=luSRdPePk6fhFa3rH2PFBzWEtgcJguY0a__6vpfaX-I&m=rNvi5hnZijpW7PIBzUjRmHwQQIkuCXjyQqVJdxu_C24&s=zsjgWcb5TvEHGXJBv8MsIV1cNPRl0XANpXLe53fOLBw&e= > * Washington DC - May 23 & 24, 2016 > - RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Washington DC - May 23 & 24, 2016
Re: [rt-users] Replying to the same ticket at same time.
4.4 offers a "ticket locked" message that you can leverage -Original Message- From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Matt Zagrabelny Sent: Monday, March 21, 2016 3:13 PM To: Jesse Maseto Cc: rt-users Subject: Re: [rt-users] Replying to the same ticket at same time. On Mon, Mar 21, 2016 at 2:09 PM, Jesse Maseto wrote: > Scenario: Two different employees are working on and replying to the > same ticket at the same time. > > Is there a way to send a notification that this ticket has already > been replied to before the second reply is sent? or while the second > employee has the ticket open? You could grant ReplyTo to only the Owner and Requestors of the ticket. Sometimes Owner can be used as a mutex for the ticket. -m - RT 4.4 and RTIR Training Sessions https://urldefense.proofpoint.com/v2/url?u=https-3A__bestpractical.com_training&d=CwICAg&c=VCWpAYkS3z1bOCIxc-BPGZarCq9MRCAVxZJE051VqH8&r=luSRdPePk6fhFa3rH2PFBzWEtgcJguY0a__6vpfaX-I&m=rNvi5hnZijpW7PIBzUjRmHwQQIkuCXjyQqVJdxu_C24&s=zsjgWcb5TvEHGXJBv8MsIV1cNPRl0XANpXLe53fOLBw&e= * Washington DC - May 23 & 24, 2016 - RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Washington DC - May 23 & 24, 2016
Re: [rt-users] Replying to the same ticket at same time.
On Mon, Mar 21, 2016 at 2:09 PM, Jesse Maseto wrote: > Scenario: Two different employees are working on and replying to the same > ticket at the same time. > > Is there a way to send a notification that this ticket has already been > replied to before the second reply is sent? or while the second employee has > the ticket open? You could grant ReplyTo to only the Owner and Requestors of the ticket. Sometimes Owner can be used as a mutex for the ticket. -m - RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Washington DC - May 23 & 24, 2016
[rt-users] Replying to the same ticket at same time.
Scenario: Two different employees are working on and replying to the same ticket at the same time. Is there a way to send a notification that this ticket has already been replied to before the second reply is sent? or while the second employee has the ticket open? Thank you for your help. -Jesse Maseto Jesse Maseto Head of Support ByWater Solutions Support & Consulting for OSS Office - Stratford,CT T/F 888.900.8944 http://bywatersolutions.com je...@bywatersolutions.com - RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Washington DC - May 23 & 24, 2016
Re: [rt-users] RT worklfow with approvers, chosen from list
Thanks, this worked like a charm. Can't believe I spent almost a day dancing around this... Is there a way I can create 3 more children tickets after the approval and transfer some of the custom fields to those child tickets? On 2016.03.21. 15:22, Jim Brandt wrote: Looks like that line has $Ticket{TOP} rather than $Tickets{'TOP'} like the others. The quotes shouldn't matter, but the missing 's' definitely does. On 3/21/16 6:25 AM, zux wrote: Hi, i have been trying to create a workflow, i'll try to describe it here: User A from group HR creates a new ticket in queue "New employee". User A chooses a value from a custom field called "Manager", this is a "Select one value" custom field with a drop down. The values in custom field "Manager" are usernames of managers. Now i would like to create an approval ticket, with owner - custom field "Manager" value. I have tried, without success, this code in template: ===Create-Ticket: Jauns Darbinieks Subject: New employee {$Tickets{'TOP'}->Subject} Depended-On-By: {$Tickets{'TOP'}->Id} Queue: ___Approvals Type: approval Owner: {$Ticket{TOP}->FirstCustomFieldValue('Manager')} I get this error: Owner: Can't call method "FirstCustomFieldValue" on an undefined value at template line 6. How do i correctly forward the value of that custom field? The question also relates to the next part of my workflow. After the manager approves the ticket, i would like to create 2-3 more tickets. And each one of them would need to get some custom fields from the parent ticket (but not all) something like this - It would get a ticket with the username and what computer should be given security would also get a ticket with info about access restrictions accounting would get some other info, that security and it should not be able to see How do i correctly forward these custom fields to children tickets? - RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Washington DC - May 23 & 24, 2016 - RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Washington DC - May 23 & 24, 2016 - RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Washington DC - May 23 & 24, 2016
[rt-users] Fwd: Re: RT worklfow with approvers, chosen from list
Sorry, accidentally answered to Martin privately. Forwarded Message Subject:Re: [rt-users] RT worklfow with approvers, chosen from list Date: Mon, 21 Mar 2016 13:58:18 +0200 From: zux To: martin.whel...@greenhills-it.co.uk Hi, sorry if i'm missing something simple here. I tried your suggestions this my $cf = $Ticket{TOP}->LoadCustomFieldByIdentifier("Manager"); gave me an error when saving template: Couldn't compile template codeblock 'TOP': Bareword "TOP" not allowed while "strict subs" in use at template line 2 So I tried adding {} $cf = {$Ticket{TOP}->LoadCustomFieldByIdentifier("Manager")}; this one I could save, bet when creating a ticket, it gave this error in log: [10174] [Mon Mar 21 11:53:36 2016] [debug]: Workflow: yielding $cf = Can't call method "LoadCustomFieldByIdentifier" on an undefined value at template line 1. Am i missing something? Thanks On 2016.03.21. 13:08, Martin Wheldon wrote: Hi Janus, Details of how to do this can be found in the documentation: https://docs.bestpractical.com/rt/4.4.0/RT/Ticket.html#LoadCustomFieldByIdentifier You need to load the custom field before accessing its value, something like the following should work. Not tested I'm afraid. my $cf = $Ticket{TOP}->LoadCustomFieldByIdentifier("Manager"); Owner: {$Ticket{TOP}}->FirstCustomFieldValue($cf->Name)} Best Regards Martin On 2016-03-21 10:25, zux wrote: Hi, i have been trying to create a workflow, i'll try to describe it here: User A from group HR creates a new ticket in queue "New employee". User A chooses a value from a custom field called "Manager", this is a "Select one value" custom field with a drop down. The values in custom field "Manager" are usernames of managers. Now i would like to create an approval ticket, with owner - custom field "Manager" value. I have tried, without success, this code in template: ===Create-Ticket: Jauns Darbinieks Subject: New employee {$Tickets{'TOP'}->Subject} Depended-On-By: {$Tickets{'TOP'}->Id} Queue: ___Approvals Type: approval Owner: {$Ticket{TOP}->FirstCustomFieldValue('Manager')} I get this error: Owner: Can't call method "FirstCustomFieldValue" on an undefined value at template line 6. How do i correctly forward the value of that custom field? The question also relates to the next part of my workflow. After the manager approves the ticket, i would like to create 2-3 more tickets. And each one of them would need to get some custom fields from the parent ticket (but not all) something like this - It would get a ticket with the username and what computer should be given security would also get a ticket with info about access restrictions accounting would get some other info, that security and it should not be able to see How do i correctly forward these custom fields to children tickets? - RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Washington DC - May 23 & 24, 2016 - RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Washington DC - May 23 & 24, 2016 - RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Washington DC - May 23 & 24, 2016
Re: [rt-users] RT worklfow with approvers, chosen from list
Looks like that line has $Ticket{TOP} rather than $Tickets{'TOP'} like the others. The quotes shouldn't matter, but the missing 's' definitely does. On 3/21/16 6:25 AM, zux wrote: Hi, i have been trying to create a workflow, i'll try to describe it here: User A from group HR creates a new ticket in queue "New employee". User A chooses a value from a custom field called "Manager", this is a "Select one value" custom field with a drop down. The values in custom field "Manager" are usernames of managers. Now i would like to create an approval ticket, with owner - custom field "Manager" value. I have tried, without success, this code in template: ===Create-Ticket: Jauns Darbinieks Subject: New employee {$Tickets{'TOP'}->Subject} Depended-On-By: {$Tickets{'TOP'}->Id} Queue: ___Approvals Type: approval Owner: {$Ticket{TOP}->FirstCustomFieldValue('Manager')} I get this error: Owner: Can't call method "FirstCustomFieldValue" on an undefined value at template line 6. How do i correctly forward the value of that custom field? The question also relates to the next part of my workflow. After the manager approves the ticket, i would like to create 2-3 more tickets. And each one of them would need to get some custom fields from the parent ticket (but not all) something like this - It would get a ticket with the username and what computer should be given security would also get a ticket with info about access restrictions accounting would get some other info, that security and it should not be able to see How do i correctly forward these custom fields to children tickets? - RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Washington DC - May 23 & 24, 2016 - RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Washington DC - May 23 & 24, 2016
Re: [rt-users] RT worklfow with approvers, chosen from list
Hi Janus, Details of how to do this can be found in the documentation: https://docs.bestpractical.com/rt/4.4.0/RT/Ticket.html#LoadCustomFieldByIdentifier You need to load the custom field before accessing its value, something like the following should work. Not tested I'm afraid. my $cf = $Ticket{TOP}->LoadCustomFieldByIdentifier("Manager"); Owner: {$Ticket{TOP}}->FirstCustomFieldValue($cf->Name)} Best Regards Martin On 2016-03-21 10:25, zux wrote: Hi, i have been trying to create a workflow, i'll try to describe it here: User A from group HR creates a new ticket in queue "New employee". User A chooses a value from a custom field called "Manager", this is a "Select one value" custom field with a drop down. The values in custom field "Manager" are usernames of managers. Now i would like to create an approval ticket, with owner - custom field "Manager" value. I have tried, without success, this code in template: ===Create-Ticket: Jauns Darbinieks Subject: New employee {$Tickets{'TOP'}->Subject} Depended-On-By: {$Tickets{'TOP'}->Id} Queue: ___Approvals Type: approval Owner: {$Ticket{TOP}->FirstCustomFieldValue('Manager')} I get this error: Owner: Can't call method "FirstCustomFieldValue" on an undefined value at template line 6. How do i correctly forward the value of that custom field? The question also relates to the next part of my workflow. After the manager approves the ticket, i would like to create 2-3 more tickets. And each one of them would need to get some custom fields from the parent ticket (but not all) something like this - It would get a ticket with the username and what computer should be given security would also get a ticket with info about access restrictions accounting would get some other info, that security and it should not be able to see How do i correctly forward these custom fields to children tickets? - RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Washington DC - May 23 & 24, 2016 - RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Washington DC - May 23 & 24, 2016
[rt-users] RT worklfow with approvers, chosen from list
Hi, i have been trying to create a workflow, i'll try to describe it here: User A from group HR creates a new ticket in queue "New employee". User A chooses a value from a custom field called "Manager", this is a "Select one value" custom field with a drop down. The values in custom field "Manager" are usernames of managers. Now i would like to create an approval ticket, with owner - custom field "Manager" value. I have tried, without success, this code in template: ===Create-Ticket: Jauns Darbinieks Subject: New employee {$Tickets{'TOP'}->Subject} Depended-On-By: {$Tickets{'TOP'}->Id} Queue: ___Approvals Type: approval Owner: {$Ticket{TOP}->FirstCustomFieldValue('Manager')} I get this error: Owner: Can't call method "FirstCustomFieldValue" on an undefined value at template line 6. How do i correctly forward the value of that custom field? The question also relates to the next part of my workflow. After the manager approves the ticket, i would like to create 2-3 more tickets. And each one of them would need to get some custom fields from the parent ticket (but not all) something like this - It would get a ticket with the username and what computer should be given security would also get a ticket with info about access restrictions accounting would get some other info, that security and it should not be able to see How do i correctly forward these custom fields to children tickets? - RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Washington DC - May 23 & 24, 2016
[rt-users] outgoing email signing - S/MIME x GnuPG
Hello all, I've got a feature request here. Could be please added the possibility to configure signing an outgoing email on queue basis rather than for whole RT instance? There are some users in our system who use GnuPG and some who need S/MIME. And RT::Crypt documentation (even for version 4.4) says, that "RT can currently only use one protocol to encrypt and sign outgoing email; this defaults to the first enabled protocol." Thank you, Petr -- +---+ Petr Hanousek e-mail: petr.hanou...@cesnet.cz MetaCentrum User Supportphone: +420 950 072 112 CESNET z.s.p.o. mobile: +420 606 665 139 location: Zikova 13a, Praha room: 32b Czech Republic +---+ - RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Washington DC - May 23 & 24, 2016