Re: [rt-users] how to supply db credentials to rt-email-dashboards?

[Landon Stewart]

On Nov 25, 2016, at 2:08 PM, Alex Hall 
mailto:ah...@autodist.com>> wrote:

Hi list,
I'm trying to run /opt/rt4/sbin/rt-email-dashboards, but am getting an error 
that the database credentials are not correct. They aren't, but why? If they 
get picked up from the configuration, they should be correct, since RT itself 
is running just fine. If they aren't gotten from the configuration files, where 
do they come from and how can I supply them? The tool's help text didn't list 
any DB settings as possible flags. Thanks.

In the homedir of the user that runs the rt-email-dashboards create a file 
called '.rtrc'.

That file should contain:
server 
user root
passwd 

Example:
# cat ~root/.rtrc
server http://localhost/rt
user root
passwd ohsupaihai7moR1

--
Landon Stewart
Lead Analyst - Abuse and Security Management
INTERNAP ®
📧 lstew...@internap.com
🌍 www.internap.com

-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Los Angeles - January 9-11 2017

[rt-users] how to supply db credentials to rt-email-dashboards?

[Alex Hall]

Hi list,
I'm trying to run /opt/rt4/sbin/rt-email-dashboards, but am getting an
error that the database credentials are not correct. They aren't, but why?
If they get picked up from the configuration, they should be correct, since
RT itself is running just fine. If they aren't gotten from the
configuration files, where do they come from and how can I supply them? The
tool's help text didn't list any DB settings as possible flags. Thanks.

-- 
Alex Hall
Automatic Distributors, IT department
ah...@autodist.com
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Los Angeles - January 9-11 2017

Re: [rt-users] Automatically allow CCs access to tickets out of their queues?

[Alex Hall]

Please disregard the below email. The Graphics guy had been one-time CC-ed,
not permanently CC-ed, and no one realized it until just now. Sorry for the
pointless message. I do need to find a way to turn one-time CC into
permanent, for just this reason.

On Fri, Nov 25, 2016 at 3:45 PM, Alex Hall  wrote:

> Hi all,
> We just ran into a situation I expect to happen somewhat frequently. A
> graphics worker was CC-ed on a customer service ticket. Graphics would be
> overwhelmed with useless information if we gave them access to the Customer
> Service queue, and CS people don't care about graphics. But sometimes,
> queues do need to cross like this. Of course, Mr. Graphics couldn't view
> the ticket because it was a CS ticket, even though he'd been CC-ed and even
> gotten an email about it.
>
> What I'd like to do is grant ticket viewing rights to anyone CC-ed into a
> ticket, regardless of group membership. Is that possible to do? I know we
> could make teams or temporary groups, but I'd prefer an automated solution
> that doesn't require even more work from a staff who are only grudgingly
> using the new ticket system to begin with. :) Thanks for any help.
>
> --
> Alex Hall
> Automatic Distributors, IT department
> ah...@autodist.com
>



-- 
Alex Hall
Automatic Distributors, IT department
ah...@autodist.com
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Los Angeles - January 9-11 2017

[rt-users] Automatically allow CCs access to tickets out of their queues?

[Alex Hall]

Hi all,
We just ran into a situation I expect to happen somewhat frequently. A
graphics worker was CC-ed on a customer service ticket. Graphics would be
overwhelmed with useless information if we gave them access to the Customer
Service queue, and CS people don't care about graphics. But sometimes,
queues do need to cross like this. Of course, Mr. Graphics couldn't view
the ticket because it was a CS ticket, even though he'd been CC-ed and even
gotten an email about it.

What I'd like to do is grant ticket viewing rights to anyone CC-ed into a
ticket, regardless of group membership. Is that possible to do? I know we
could make teams or temporary groups, but I'd prefer an automated solution
that doesn't require even more work from a staff who are only grudgingly
using the new ticket system to begin with. :) Thanks for any help.

-- 
Alex Hall
Automatic Distributors, IT department
ah...@autodist.com
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Los Angeles - January 9-11 2017