[rt-users] TicketSQL -- how to search for a member of a group?
My question touches on some issues that are similar to "Search for open tickets last updated by requestor" (https://lists.gt.net/rt/users/51042) I have a search set up for closed bugs updated within the last day, where the update is not by the current user: Owner = '__CurrentUser__' AND LastUpdatedBy != '__CurrentUser__' AND LastUpdated > '1 day ago' AND Status != 'new' AND Status != 'open' AND Status != 'onhold' AND Status != 'needsinfo' We have this as part of a dashboard that's sent daily to staff -- we want to alert the staff of any closed tickets that some requester has touched. That's all well and good, but there are times when tickets get mass-updated by members of our staff, and because that staff member is not __CurrentUser__, we get spammed by those. We do have a group called 'Staff', so I should be able to do something like this: Owner = '__CurrentUser__' AND LastUpdatedBy != '__CurrentUser__' AND LastUpdatedBy IS NOT A MEMBER OF STAFF AND LastUpdated > '1 day ago' AND Status != 'new' AND Status != 'open' AND Status != 'onhold' AND Status != 'needsinfo' ... I just need to know how to express " IS NOT A MEMBER OF STAFF" as TicketSQL. ... this was touched upon as a possible solution for "Search for open tickets last updated by requestor", but the syntax wasn't given. Thanks, --Barton
[rt-users] Permissions for Queue Admins
Hi, Our RT installation has recently had a large influx of new queues and groups, and I'd like to delegate some of the day-to-day maintenance of things to certain people within those groups so that I'm not doing data entry for everyone. For each logical group of folks, I've created an "Admins" group, for example: "Engineering RT Admins", "Humanities RT Admins" and so on. In global rights, I've given that group access to "Show Admin Menu", "View Scrips" and "View Scrip Templates" and "Allow writing Perl code in templates, scrips, etc". For each engineering queue, I've given that group full control - all boxes are checked in the queue configuration under "group rights" for that queue, primarily so they can modify their scrips and templates. For each engineering group, I've given that group full control as well, so that they can add and remove members as needed. My question has a few parts: 1. Are there any other "global" rights that I should be assigning these folks? Are there any dangers/pitfalls to consider in this kind of configuration? 2. Is there any way to trim down the "Admin" menu so that it only shows things that the person has access to? 3. On the admin pages that list groups and queues, the system paginates as though the user can see all 100 or so queues and groups, but they have to go to page 3 to get see their queues/groups; pages 1 and 2 show up in the pager, but have no content, as the users don't have access to queues/groups displayed on those pages. Can this be cleaned up so that the system only paginates for the queues and groups that the user has access to? 4. Is it possible to give someone the ability to edit a queue's scrips and templates without also allowing them to edit everything else about the queue? Changing queue names breaks our sendmail configuration, so I'd like to prevent them from doing that if at all possible. 5. Is there anything else I should be tracking while delegating this sort of access to other folks? -- Tim Gustafson t...@ucsc.edu 831-459-5354 Baskin Engineering, Room 313A
[rt-users] queue change still triggers old queue's scrips
Hi List, I hope you can help me on this topic since the online documentation won't me bring any further. So in order to deal with our spam I've done the following: 1) added a new spam queue 2) created a new global scrip (according to the spamfilter 1b solution provided here: https://rt-wiki.bestpractical.com/wiki/SpamFiltering) 3) set the order of the scrips so that this new scrip is executed first 4) overwritten all global templates with empty ones in the spam queue (so that in any case a global scrip still triggers here now mail is actually send out) What happens is that the spam scrip successfully re-queues all spam to the spam queue _but_ after that still an email is sent to all of our AdminCC's according to a global scrip which enforces this: The scrip order is the following 24 0 On Creat Check Spamassasin score and move to SPAM queue when exceeding threshold User Defined User Defined Blank Enabled ... 8 On Create Notify Owner and AdminCcs On Create Notify Owner and AdminCcs Transaction in HTML Enabled 9 On Create Notify Ccs On Create Notify Ccs Correspondence in HTML Enabled 10 On Create Notify Other Recipients On Create Notify Other Recipients Correspondence in HTML Enabled ... I don't quite understand this. I thought that the scrips are executed in the order I define. But it seems like all scrips that meet the condition on the Transaction type (in this case "Create") are marked for execution and then processed in the given order. This would mean that there are only two ways I can prevent further scrips from triggering/doing their job after the detection of spam by a) either modifying all global scrips or b) achieve that after the queue change the ticket/transaction itself if invalid somehow (so that consecutive scrips won't be able to do anything meaningful anymore). As I don't want to alter our global scrips (they are global and and easy for some reason) I would like to know how I can achieve solution b? It should be able that after the queue change to the SPAM queue any "on create" triggering scrip "fails" - but I don't know how. Many thanks in advance, - Sebastian
