Re: [rt-users] Default Value for User Custom Fields

2017-03-02 Thread Woody - Wild Thing Safaris 

sorry, 4.4.0


On 02/03/17 23:44, Matt Zagrabelny wrote:

What version of RT are you using?

-m

On Thu, Mar 2, 2017 at 1:46 PM, Woody - Wild Thing Safaris
 wrote:

Hi RT Folks,

Am i missing something? I see no option to select a "default value" for
"select one value" type custom fields if they are of lookuptype RT::User?

i tested and if it's RT::Ticket - default appears, but RT::User - that input
field has disappeared?

w.


--

---

Richard Wood (Woody)
Managing Director
Wild Thing Safaris Ltd.

UK: 2B Habbo St, Greenwich, London
Dar es Salaam: 5 Ethan St, Mbezi beach
Arusha: 3 Ebeneezer Rd, Njiro
PO BOX 34514 DSM
Office: +255 (0) 222 617 166
Office Mobile: +255 (0) 773 503 502
Direct: +255 742 373 327
Skype: woody1tz
http://wildthingsafaris.com

-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Paris - April 24-26, 2017




--

---

Richard Wood (Woody)
Managing Director
Wild Thing Safaris Ltd.

UK: 2B Habbo St, Greenwich, London
Dar es Salaam: 5 Ethan St, Mbezi beach
Arusha: 3 Ebeneezer Rd, Njiro
PO BOX 34514 DSM
Office: +255 (0) 222 617 166
Office Mobile: +255 (0) 773 503 502
Direct: +255 742 373 327
Skype: woody1tz
http://wildthingsafaris.com

-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Paris - April 24-26, 2017

Re: [rt-users] Default Value for User Custom Fields

2017-03-02 Thread Matt Zagrabelny 
What version of RT are you using?

-m

On Thu, Mar 2, 2017 at 1:46 PM, Woody - Wild Thing Safaris
 wrote:
> Hi RT Folks,
>
> Am i missing something? I see no option to select a "default value" for
> "select one value" type custom fields if they are of lookuptype RT::User?
>
> i tested and if it's RT::Ticket - default appears, but RT::User - that input
> field has disappeared?
>
> w.
>
>
> --
>
> ---
>
> Richard Wood (Woody)
> Managing Director
> Wild Thing Safaris Ltd.
>
> UK: 2B Habbo St, Greenwich, London
> Dar es Salaam: 5 Ethan St, Mbezi beach
> Arusha: 3 Ebeneezer Rd, Njiro
> PO BOX 34514 DSM
> Office: +255 (0) 222 617 166
> Office Mobile: +255 (0) 773 503 502
> Direct: +255 742 373 327
> Skype: woody1tz
> http://wildthingsafaris.com
>
> -
> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
> * Paris - April 24-26, 2017
-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Paris - April 24-26, 2017

[rt-users] Default Value for User Custom Fields

2017-03-02 Thread Woody - Wild Thing Safaris 

Hi RT Folks,

Am i missing something? I see no option to select a "default value" for 
"select one value" type custom fields if they are of lookuptype RT::User?


i tested and if it's RT::Ticket - default appears, but RT::User - that 
input field has disappeared?


w.


--

---

Richard Wood (Woody)
Managing Director
Wild Thing Safaris Ltd.

UK: 2B Habbo St, Greenwich, London
Dar es Salaam: 5 Ethan St, Mbezi beach
Arusha: 3 Ebeneezer Rd, Njiro
PO BOX 34514 DSM
Office: +255 (0) 222 617 166
Office Mobile: +255 (0) 773 503 502
Direct: +255 742 373 327
Skype: woody1tz
http://wildthingsafaris.com

-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Paris - April 24-26, 2017

[rt-users] Reminder: RT mailing lists moving over to new community forum

2017-03-02 Thread Jim Brandt 

Hello RT users,

This is a reminder about the upcoming conversion of the RT community 
mailing lists to a Discourse forum. If you missed it, you can read the 
initial announcement here: 
https://bestpractical.com/blog/2017/2/new-community-forum


As we mentioned previously, to capture some of the great discussions and 
answers from the list, we'll be exporting an archive and importing the 
last 5 years worth of discussions from rt-users, rtir, and rt-devel into 
Discourse. Here is the schedule for next week:


* Wednesday, March 8: Lists disabled in the morning for export
* Thursday, March 9: Lists imported into Discourse and new forum goes live

We'll send out notifications on Thursday once things are ready.

We will also import subscribed users from the lists into Discourse. You 
will then be able to use your email address and the 'forgot password' 
feature to set a new password.


If you would prefer not to have an account automatically created for you 
in Discourse, it is easiest to unsubscribe from the list before 
Wednesday, March 8. Sometimes unsubscribing via email can be confusing, 
so you can also do so through the website (bottom of the page):


http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rtir
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-devel

Thanks,
Jim
-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Paris - April 24-26, 2017

[rt-users] How email CC's are implemented

2017-03-02 Thread Nicholas Herlick 
Using RT 4.2. Our experience sending ad hoc CC's entered on the fly is that
the Requestor's do not see evidence of the CC's in their version of that
email. The CC receiver gets in independent email just to them. This leads
to confusion on the Requestor's part... "Did  get a CC on
this?". It happens a lot.

The workaround appears to be setting up the CC in People as a permament
feature of the ticket. That way, everyone's heading reflects to To: and CC:
addresses. But it takes extra time, and afterward one may not want to CC
that same person as the thread continues. And I know it's possible to
suppress that.

I just argue that CC acknowledgements in the header should function the
same way, for CC's logged in People and CC's entered directly in the CC
entry form. This appears to not be an option in the config, or I missed it.
Anyone else wishing CC handling was uniform?

Nick

-- 
Nicholas Herlick
President
Herlick Data Systems
n...@memsys.com
Office 909-798-2898
Mobile 951-903-4177
-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Paris - April 24-26, 2017

Re: [rt-users] Automatted parsing of mails entering an RT queue

2017-03-02 Thread Matt Zagrabelny 
What version are you using CK?

-m

On Thu, Mar 2, 2017 at 2:35 AM, Christopher Kunz  wrote:
> Hi all,
>
> we've been using RT for almost 15 years now with great success, but our
> growing company needs a little more automation now. As we are a hosting
> company /carrier, we frequently receive abuse reports and security
> advisories (for example, automatted scans for UDP amplifiers by the
> German national CERT). These enter our abuse queue.
>
> I would like to parse these mails automatically, and write a parsing
> toolkit for each different type of abuse mail (either by sender, or by
> specific content signature, or something like that), in order to extract
> the affected URIs / IP addresses from the mails and pass them on to an
> abuse handling script for further action.
>
> How would I do that? Are there any articles in the RT wiki that might be
> a good starting point? Unfortunately, the "automating RT" page is more
> about crontool than about the kind of automation I'm looking for.
>
> Thanks a lot,
>
> --ck
> -
> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
> * Paris - April 24-26, 2017
-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Paris - April 24-26, 2017

Re: [rt-users] Automatted parsing of mails entering an RT queue

2017-03-02 Thread Torsten Brumm 
Check RT-Extension-ExtractCustomFieldValues

Von meinem iPhone gesendet

> Am 02.03.2017 um 09:35 schrieb Christopher Kunz :
> 
> Hi all,
> 
> we've been using RT for almost 15 years now with great success, but our
> growing company needs a little more automation now. As we are a hosting
> company /carrier, we frequently receive abuse reports and security
> advisories (for example, automatted scans for UDP amplifiers by the
> German national CERT). These enter our abuse queue.
> 
> I would like to parse these mails automatically, and write a parsing
> toolkit for each different type of abuse mail (either by sender, or by
> specific content signature, or something like that), in order to extract
> the affected URIs / IP addresses from the mails and pass them on to an
> abuse handling script for further action.
> 
> How would I do that? Are there any articles in the RT wiki that might be
> a good starting point? Unfortunately, the "automating RT" page is more
> about crontool than about the kind of automation I'm looking for.
> 
> Thanks a lot,
> 
> --ck
> -
> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
> * Paris - April 24-26, 2017
-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Paris - April 24-26, 2017

[rt-users] Automatted parsing of mails entering an RT queue

2017-03-02 Thread Christopher Kunz 
Hi all,

we've been using RT for almost 15 years now with great success, but our
growing company needs a little more automation now. As we are a hosting
company /carrier, we frequently receive abuse reports and security
advisories (for example, automatted scans for UDP amplifiers by the
German national CERT). These enter our abuse queue.

I would like to parse these mails automatically, and write a parsing
toolkit for each different type of abuse mail (either by sender, or by
specific content signature, or something like that), in order to extract
the affected URIs / IP addresses from the mails and pass them on to an
abuse handling script for further action.

How would I do that? Are there any articles in the RT wiki that might be
a good starting point? Unfortunately, the "automating RT" page is more
about crontool than about the kind of automation I'm looking for.

Thanks a lot,

--ck
-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Paris - April 24-26, 2017