[rt-users] Searching ticket subjects

[Nilesh]

Hello,

I have installed RT and to quite an extent been able to understand and tune
it to my needs. But I have a problem: many times multiple people are
involved in a ticket and they come as CC in the mail.

I have installed one extension which extracts CC/AdminCC from the mail and
adds them to the ticket, but that doesn't yet solve my problem which is:

New ticket gets created if it is not a reply to the automatic reply that is
sent by RT because their replies does not contain the queue subject tag.

What I'm thinking of doing is, doing a fuzzy search based on the requestors
/ cc when a new mail arrives and put the message as a correspondence in the
existing ticket if subject does not contain the subject tag. I think this
will be very inefficient but at least it will solve the problem of
duplicate tickets that I'm facing a lot right now.

How should I go about doing this? I couldn't find the API for REST
mailgateway which I I see is getting called from the rt-mailgate script.
-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Los Angeles - September, 2016

Re: [rt-users] Assign/limit ticket ownership to queue users

[Tom Robinson]

Hi Jim,

Thanks for you response.

On 11/07/16 23:05, Jim Brandt wrote:
> 
> On 7/10/16 7:53 PM, Tom Robinson wrote:
>> I'm trying to assign/limit ticket ownership to groups of users for specific 
>> queues.
>>
>> What I'd like to see in the ownership drop-down menu is just the users that 
>> have been granted access
>> to the queue. What I see now is all privileged users in the drop down. How 
>> can I limit this?
>>
>> Also, is it possible to assign ownership to non-privileged users?
> 
> Ownership is controlled by the "Own tickets" right (OwnTicket), so to remove 
> extra users you'll need
> to track down how they are getting that right and remove it. Likely it's 
> assigned to the Privileged
> role right now based on your description.
>
> And you can assign that same right to non-privileged users, but it's a little 
> odd since they won't
> be able to see the full ticket via the web UI. 

Yes I see that. After working out the permissions structure (see below), we did 
dabble with the idea
of assigning ownership at an administrative level. They can see who owns a 
ticket in the SelfService
login, but other than that, functionality is around ownership is pretty limited.

> If you're going down the road of allowing
> non-privileged users to own tickets, it might be better to create a group, 
> make them privileged, and
> give them very limited access.

So I have managed to get something working yesterday that I think is right. 
Previously I had granted
Privileged User rights under Global Group Rights for SYSTEM->Privileged. I've 
now added specific
groups for Staff and External users and added them under Global Group Rights to 
managed specifically
privileged permissions on a group-by-group basis (deselecting all 
SYSTEM->Privilege Rights and
reassigning them under specific groups). The internal Staff group has most 
rights granted; External
group has more limited access defined. Is this the right way to do it?

The External users are now privileged and can be assigned ownership of tickets. 
There are still a
couple of things, howerver, I'd like to button down.

When the External privileged user logs-into the web portal they still have a 
lot of control over the
interface. I'd like to limit that as much as possible. For example:

* 'RT at a glance' is still completely customisable. I'd like that interface to 
be immutable for the
external users. Is that possible?
* The 'Home' Menu has a custom dashboard we have created but also 'Update This 
Menu', 'All
Dashboards' and 'New Dashboard'. How can I remove the latter three menu items?
* Is it possible to remove the 'Search' and 'Tools' menus?
* Under the 'Logged in as ...->Settings' menu, is it possible to choose which 
items are shown there?

BTW, we are running RT 4.2.0 - we do need to upgrade. Should we move to 4.2.12 
or 4.4.0?

Kind regards,
Tom






signature.asc
Description: OpenPGP digital signature
-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Los Angeles - September, 2016

[rt-users] change default https to http

[Veloso Fuentes Fernando Alberto]

Dear, I am new to RT. I installed version 4.2.12 and I need to change the 
default https to http on port 80. Would appreciate your help. Thank you.


Saludos.

Fernando Alberto Veloso Fuentes _Ingeniero de Plataformas
Tecnología y Operaciones - Entel
Amunátegui 20 piso 14 - Chile
Tel. (56 2) 23603144
fvel...@entel.cl




Este correo es dirigido solo a las personas que aparecen como destinatarios y
puede contener información confidencial o privilegiada. Si usted recibió este 
correo
por error, por favor notificar inmediatamente al emisor y elimine el correo 
original.
Cualquier otro uso de este correo esta prohibido.

*

This message is for the designated recipient only and may contain privileged or
confidential information. If you have received it in error, please notify the 
sender
immediately and delete the original. Any other use of the email is prohibited.
-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Los Angeles - September, 2016

Re: [rt-users] odd browser behaviour

[Dunbar, Brian]

I fixed the Chrome issue by clearing all history.

I finally fixed my email with Fetchmail.  The fetchmailrc path should not end 
in / I found this out by reading the var/log/messages

My last issue is on the gui side of RT when the page loads the Home button 
shows The Page you requested could not be found. I think this is an error in my 
siteconfig. Hopefully I can fix today.

From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of 
Dunbar, Brian
Sent: Monday, July 11, 2016 8:46 AM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] odd browser behaviour

I have been using Chrome to access RT. I upgraded my RT to 4.4 and now I cannot 
login with Chrome. I can access it through Firefox and IE.

If I look at syslog I see

Jul 11 08:17:42 server RT: [39157] Marking original destination as having 
side-effects before redirecting for login.#012Request: 
/rt//REST/1.0/NoAuth/mail-gateway#012Reason: your browser did not supply a 
Referrer header


-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Los Angeles - September, 2016

[rt-users] Web GUI allow resolve stalled tickets

[Andy Smith]

Hi, 

  I've been working on a solution whereby a ticket is marked stalled if
the last update is from a non-internal email address. By this I can work
out if a ticket has been awaiting customer action, and if it has and has
not been updated in X days I can auto close that ticket via rt-crontool
by searching for stalled tickets etc. It seems to work quite nicely but
I've just noticed that in the web GUI you cannot directly resolve
stalled tickets which is annoying as it makes resolving tickets a 2 step
process for our support team. Can I customise the web GUI to show
"resolve" on the actions menu for stalled tickets easily? 

Or if anyone has any other take on my original problem and solution all
suggestions welcomed :) 

thanks in advance, Andy. 

PS We're running RT 4.2.12-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Los Angeles - September, 2016

[rt-users] Problem with Security of Email Addresses - how to hide auto-complete email addresses from Users

[Sally Ainsley]

Hi All

 

When a User at one of our clients logs into RT they can only see and create
tickets in their own client queue.

 

However when they are Corresponding about a ticket, when they start to type
the name of a recipient they can see a list of the email addresses for all
users with a similar name.

 

For example:

If the User types "john.f" into the One Time CC box, RT "helpfully" gives
them a list of all User email addresses starting "john.f"  

 

Whilst this feature is really helpful for our internal teams at it enable us
to quickly send Correspondence and/or Comments to Users we DO NOT and SHOULD
NOT allow one customers to see the email addresses of all of our
Users/Customers.

 

I assume we must be missing  really easy setting somewhere which prevents
this - however I have not been able to find any reference to it so far.

 

If someone could help that would be great as our Data Protection/Security
people are rather upset.

 

Thanks

 

Sally Ainsley

 

-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Los Angeles - September, 2016

Re: [rt-users] Assign/limit ticket ownership to queue users

[Jim Brandt]

On 7/10/16 7:53 PM, Tom Robinson wrote:

Hi,

I'm trying to assign/limit ticket ownership to groups of users for specific 
queues.

What I'd like to see in the ownership drop-down menu is just the users that 
have been granted access
to the queue. What I see now is all privileged users in the drop down. How can 
I limit this?

Also, is it possible to assign ownership to non-privileged users?


Ownership is controlled by the "Own tickets" right (OwnTicket), so to 
remove extra users you'll need to track down how they are getting that 
right and remove it. Likely it's assigned to the Privileged role right 
now based on your description.


And you can assign that same right to non-privileged users, but it's a 
little odd since they won't be able to see the full ticket via the web 
UI. If you're going down the road of allowing non-privileged users to 
own tickets, it might be better to create a group, make them privileged, 
and give them very limited access.




Kind regards,
Tom



-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Los Angeles - September, 2016


-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Los Angeles - September, 2016

[rt-users] odd browser behaviour

[Dunbar, Brian]

I have been using Chrome to access RT. I upgraded my RT to 4.4 and now I cannot 
login with Chrome. I can access it through Firefox and IE.

If I look at syslog I see

Jul 11 08:17:42 server RT: [39157] Marking original destination as having 
side-effects before redirecting for login.#012Request: 
/rt//REST/1.0/NoAuth/mail-gateway#012Reason: your browser did not supply a 
Referrer header


-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Los Angeles - September, 2016