ut one starts earlier
than the other. You'd need to limit your date with something like
Resolved < 2017-02-01
to eliminate anything past Jan 31. At least that's how I'm reading it;
sorry if I'm mistaken.
> I’m using RT v4.1.11
>
>
>
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special pages listing their active
tickets, so I was looking for that template.
On Mon, Jan 30, 2017 at 12:27 PM, Matt Zagrabelny <mzagr...@d.umn.edu>
wrote:
> Hi Alex,
>
> On Mon, Jan 30, 2017 at 11:18 AM, Alex Hall <ah...@autodist.com> wrote:
> > Hi all,
> > Where
of a
queue-specific CF in the list. Thanks for any suggestions.
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e
> using SSO so it's not required to be present.
>
> The second item I would like to hide (for a specific user group) is the
> RTIR menu option.
>
> Any help or suggestions would be much appreciated,
>
> Thank you!
>
> Matt Coons
>
>
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gt;>> > The first item I want to hide is the "Logout" button for all users.
>>> We're
>>> > using SSO so it's not required to be present.
>>> >
>>> > The second item I would like to hide (for a specific user group) is
>>> the RTIR
>>> > menu option.
>>> >
>>> > Any help or suggestions would be much appreciated,
>>> >
>>> > Thank you!
>>> >
>>> > Matt Coons
>>> >
>>>
>>
>>
>
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ture
> would not invalidate the old entry and would continue to serve stale data.
> Something
> to try perhaps.
I've tried both, and neither made a difference as far as I remember.
> On Feb 23, 2017, at 09:19, Kenneth Marshall <k...@rice.edu> wrote:
>
> On Thu, Feb 23, 2017
I'm going to send the email I normally hate to receive. If you ever figure this
out, please share it with the list!
I have a script to assign the ticket creator as the owner on creation, which
works perfectly. Like you, though, the owner fails to display properly in
ticket lists but works if
t; https://github.com/bestpractical/rt/commit/58bacce6ada754657c7f56fd91f20c
> 573108c1ab
> https://github.com/bestpractical/rt/commit/20d8daf6855e3c53ee8a79d6827194
> 1d4cdca159
>
> Best,
> Shawn
>
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> 'queue name'" or "queue <> 7"? Thanks.
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edu>
wrote:
> Hey Alex,
>
> On Mon, Jan 16, 2017 at 8:18 AM, Alex Hall <ah...@autodist.com> wrote:
> > Hi all,
> > RT is sending out notifications for old tickets just like we want it to.
> If
> > a ticket hasn't been updated in seven days and the status is open
.uanet.se
> Gustaf Mattssons Väg 2, 451 50 Uddevalla, Orgnr: 556702-4095
>
>
> <http://www.uanet.se/>
> <http://www.uanet.se/>
>
> 16 jan. 2017 kl. 15:00 skrev Alex Hall <ah...@autodist.com>:
>
> My first thought is that you've modified your $EmailSubjectTagRe
;
>
>
>
> *Martin Petersson*
> *IT-Konsult*
>
> *+46 (0)522 980 28*, mar...@uanet.se, www.uanet.se
> Gustaf Mattssons Väg 2, 451 50 Uddevalla, Orgnr: 556702-4095
>
>
> <http://www.uanet.se/>
> <http://www.uanet.se/>
>
>
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stom table using RT SQL.
Is there any way of doing this? I wouldn't mind lowering active ticket
warnings to every other day as well, if I could, so this would help
multiple places. Thanks for any thoughts.
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ah...@autodist.com
:MailFrom Action::CommandByMail));
> 1;
>
>
>
> *Martin Petersson*
> *IT-Konsult*
>
> *+46 (0)522 980 28*, mar...@uanet.se, www.uanet.se
> Gustaf Mattssons Väg 2, 451 50 Uddevalla, Orgnr: 556702-4095
>
>
> <http://www.uanet.se/>
> <http://www.uanet.s
site, but if anyone has
input I'd love to hear it. Thanks.
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or a selectable list, that sort of thing.
>
> One other observation for the web interface: in ticket listings, RT
> abbreviates dates (so "Aug" for August" etc) which took a bit of getting used
> to when NVDA read out the abbreviation when I moused over it.
>
>
restart it? Change the port?
If anyone has suggestions, I'd appreciate them. I know all this stuff must
seem painfully obvious and simple to most everyone, but documentation on
rt4-fcgi is nowhere to be found, so I'm not sure where else to ask.
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ah
, and
admins, as though admins were a separate type of user like privileged
versus non-priveleged users?
On Fri, Sep 2, 2016 at 4:48 PM, Matt Zagrabelny <mzagr...@d.umn.edu> wrote:
> On Fri, Sep 2, 2016 at 3:36 PM, Alex Hall <ah...@autodist.com> wrote:
> > Hi all,
> > I want to m
.
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at the same
level as the root account? Thanks.
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, but at least I can log in and start configuring RT
for use.
On Fri, Sep 2, 2016 at 3:15 PM, Alex Hall <ah...@autodist.com> wrote:
> Hi all,
> I thought I'd start a new thread for this, since the question got asked in
> a thread that didn't specifically relate to FCGI. I was told by on
figuration
that isn't letting any RT server start, so I suppose it's six of one and a
half dozen of the other. Still, I think this odd configuration problem will
be much easier to solve.
On Fri, Sep 2, 2016 at 1:48 AM, Christian Loos <cl...@netcologne.de> wrote:
> Am 01.09.2016 um 20:15 schrieb
m not
sure who lacks the permission. I'm guessing either the user set in the
fetchmailrc file, or my email address? If the former, to what do I set the
value? If the latter, how do I allow users to create tickets via email
automatically? Thanks.
On Mon, Sep 5, 2016 at 1:52 PM, Alex Hall <ah...
; collect mail from the gmail inbox allocated to the queue, and then hand off
> mail it collects to rt-mailgate. rt-mailgate's arguments direct mail to the
> relevant queues.
>
> On Mon, 5 Sep 2016 at 02:30 Alex Hall <ah...@autodist.com> wrote:
>
>> Hi list,
>> I'v
. He wants this to be internal for the most part, so I imagine he'll
want me to make it so only registered users can send emails that open
tickets. Is there a way to do this? That is, a way to only accept emails
where the sender's address is already attached to an active user?
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a message to Joe showing that John is now the owner. That kind of
thing.
Is there a setting to enable such information/notifications, or will I have
to modify the templates and scripts?
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these
boxes not reflect the current state of their respective rights after you
save? How do I view what group has which rights? How do I de-select a group
and go back to 'everyone', if group selection disappears but silently
persists?
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,
arrows, and knowing what text is near what to give myself landmarks.
On Tue, Sep 6, 2016 at 2:41 PM, Matt Zagrabelny <mzagr...@d.umn.edu> wrote:
> On Tue, Sep 6, 2016 at 1:28 PM, Alex Hall <ah...@autodist.com> wrote:
> > Hi all,
> > Sorry for all the questions. No
them by default.
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> Hey Alex,
>
> On Tue, Sep 6, 2016 at 2:11 PM, Alex Hall <ah...@autodist.com> wrote:
> > That's okay, let me ask it this way. If I give a group rights in a
> queue, I
> > enter the group's name and select it from the list of matches.
>
> Correct.
>
>
> W
ue, Sep 6, 2016 at 1:48 PM, Alex Hall <ah...@autodist.com> wrote:
> > Sorry to be difficult, but is there a way of knowing the selected group
> > aside from its bold status? Could you explain where, maybe in the tab
> order
> > or by what text I'd look for, the left pane is
arshall <k...@rice.edu> wrote:
> On Thu, Sep 01, 2016 at 01:23:23PM -0400, Alex Hall wrote:
> > Hey all,
> > I think it's pretty clear by now that no one on this list uses Nginx (my
> > server of choice). So, I guess I'll try to use Apache instead, using the
> > official set
of sense.
On Sun, Sep 4, 2016 at 3:48 AM, Joop <jvdw...@xs4all.nl> wrote:
> On 4-9-2016 1:34, Alex Hall wrote:
>
> Hello list,
> I'm in the process of setting up RT for testing in the company I work for.
> I get groups and users now, and I know what queues are for. What I can't
Hi list,
I've never set up or run a mail server before, but I need to get email working
with RT. We use Gmail Apps at work, so everyone has an email address. Right
now, tick...@domain.com is our ticket one, and I'll use
tickets+queuen...@domain.com for email ticket creation.
What I'm wondering
, so they get ticket
notifications and access? Or, like making users admins, am I thinking about
this the wrong way round? Thanks!
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? This seems like a simple thing, but I
can't find it online, and the restart doesn't seem to have helped. If
there's something obvious I've missed in my DB setup that would cause it to
use the wrong backend, I'd love to know that as well. RT4.2.8 on Debian 8.
Thanks.
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differently? Thanks in advance.
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until I
restart Nginx. Confusing! Yes, this is on a fresh Debian server with nothing
but RT, Nginx, Fast-CGI, and supporting libraries installed.
Sent from my iPhone
> On Aug 30, 2016, at 09:38, Jim Brandt <jbra...@bestpractical.com> wrote:
>
>
>
>> On 8/30/16
m some other location. You
> can see the config files in the "Loaded config files" section on that same
> page.
>
> You set these in RT_Config.pm by selecting different options when running the
> initial configure script. After that, you can override in RT_SiteConfig.pm
y by
> quite a large margin, so more people can probably help with that
> configuration. But posting the command may find some nginx users on the list.
>
>> On 8/30/16 5:34 PM, Alex Hall wrote:
>> Okay, that makes more sense. Now I'm back to my FCGI problem: the
&g
the
option available to anyone who prefers it. Is this possible?
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I got the file working, though nothing appears on the screen. Still, this
is what I was after. I restarted RT itself and the FCGI server, so I'm not
sure which did it.
On Fri, Sep 9, 2016 at 7:30 AM, Alex Hall <ah...@autodist.com> wrote:
> Hi all,
> I'm reading through the
I've switched my own account to use that simple editor, but does it already
handle Markdown syntax? If not, is there a plugin or setting to enable such
support?
On Fri, Sep 9, 2016 at 10:20 AM, Matt Zagrabelny <mzagr...@d.umn.edu> wrote:
> On Fri, Sep 9, 2016 at 9:09 AM, Alex
2016 at 9:43 AM, Alex Hall <ah...@autodist.com> wrote:
> > I've switched my own account to use that simple editor, but does it
> already
> > handle Markdown syntax? If not, is there a plugin or setting to enable
> such
> > support?
> >
>
> It does not nati
.
On Tue, Sep 13, 2016 at 4:23 PM, Alex Hall <ah...@autodist.com> wrote:
> Just a quick update. I've now tried changing the port and database
> username, then re-applying the settings with update-rt-siteconfig. They
> change just fine. Yet, the error in the log is still regarding SQLite3
; $ sudo apt-get install request-tracker4 rt4-db-mysql
>
> Hope that helps
>
> Martin
>
> On 2016-09-14 13:00, Alex Hall wrote:
>
>> Hello all,
>> I'm getting a bit desperate. I have no idea why the setting in
>> 51-dbconfig-common and the main SiteConfig.pm fil
er service' --action correspond"
options ssl folder customer_service
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Hi all,
I'm reading through the RT wiki page on logging, and I've set a file to capture
all debug output. I know it's a lot of information, but I want to make sure it
works. However, the file isn't getting updated at all. It didn't exist, so I
tried:
cat /var/log/request-tracker4/rt.log
chown
Hi list,
Now that emails are sorted (save that one queue I emailed the list about
yesterday) we're starting to test RT for real. There are two problems I noticed
straight away.
First, I'm getting two replies for each email reply. That is, if I open a
ticket in IT and three people get it, each
discarded, that would be great too. I'm on 4.2.8, so maybe the
feature just got delayed and wound up in a newer version than I have?
Thanks.
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ficult later. I would follow the
> instructions exactly as they are written by BestPractical from the .tar.gz
> on their site. One thing you can do to make life a little easier before
> doing that however is to install the CPAN bundle with perl.
>
> On Sep 12, 2016, at 12:29 PM, Al
to
include to let Debian access the necessary dependencies for RT? Thanks.
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the setting is right, but RT refuses to use it. Please, if anyone knows
how to troubleshoot this or re-run the initial database setup, let me know.
Thanks.
On Tue, Sep 13, 2016 at 7:07 AM, Alex Hall <ah...@autodist.com> wrote:
> Hello all,
> I emailed last week asking a lot of questions, am
!
On Mon, Sep 12, 2016 at 4:01 PM, Alex Hall <ah...@autodist.com> wrote:
> To my very inexperienced eye, nothing stands out between the two servers.
> I also had a look at sources.list for both, and the only difference I see
> is in the mirrors. One has no mirrors selected, b
on 4.2.8, but is it an option I
could enable? Or a feature in newer versions of RT?
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.
On Mon, Sep 12, 2016 at 3:42 PM, Landon Stewart <lstew...@internap.com>
wrote:
>
> On Sep 12, 2016, at 12:39 PM, Alex Hall <ah...@autodist.com> wrote:
>
> When I issue the command you suggested:
> Can't open perl script: no such file or directory
> Something
Hello all,
I emailed last week asking a lot of questions, among them how to get my RT
installation over to MySQL instead of SQLite3. Having moved to a company
server, I'm again configuring RT, and I'm again stuck here. During the install,
I accidentally hit enter at the database prompt rather
Hello all,
A couple questions from my boss that I don't know how to answer: can I change
the logo and link that appears at the top of all RT pages? He wants it to be
our logo and the link to go to our homepage.
The other question is about viewing tickets. As the head of the company, he
wants,
. Now, though,
all I can find are my own groups; the un/privileged ones are nowhere to be
found. How do I get back to them to remove some rights from the privileged
group? Thanks.
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on the
same network. Any idea why this might be happening? My Nginx log for RT
doesn't include anything about this, and my RT log is empty. Thanks.
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https
tickets, the tickets Bob is CCed on should be right on his homepage. I ran
across something about custom portlets, but that was for 3.x. Do I need to
do that, or is this doable some other way? An easier way? Thanks.
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at 6:13 PM, Kenneth Marshall <k...@rice.edu> wrote:
> On Tue, Oct 04, 2016 at 05:10:57PM -0400, Alex Hall wrote:
> > Do you happen to know where that is on Debian? I can't locate a plugins
> > directory anywhere I've tried, and putting it in
> /usr/request-tracker4/etc
know how they work.
I've googled this, and have come up with only a couple hits, neither of
which was a guide. I could have missed the article(s) people usually use
for this process, of course. How do I upgrade, and/or is there already a
resource people use to do this? Thanks!
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for a few days. . Thanks.
On Tue, Oct 4, 2016 at 1:20 PM, Kenneth Marshall <k...@rice.edu> wrote:
> On Tue, Oct 04, 2016 at 07:13:12PM +0200, Joop wrote:
> > On 4-10-2016 16:31, Alex Hall wrote:
> > > Sorry to ask something I've already posted about, but this is the last
the worst that happens if I clear the
wrong one (one not meant for RT)? I'm guessing nothing too bad, as this is
just a cache anyway. Oh, I'm on Debian 8, RT4.2.8, everything up to date.
Thanks.
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4:21:13PM -0400, Alex Hall wrote:
> > Thanks guys. For the RT::Extension::HistoryFilter, where should the
> config
> > file go and what should it have? The readme says to put it in /etc, but
> > that doesn't seem right. Even if it is, the readme never details the
> >
an email reply chain with tons of extra links.
Just for two replies on a ticket, here's what we all see:
Tue Oct 04 10:11:37 2016 ahall (Alex Hall) - Correspondence added
[Reply] [Comment] [Forward]
Download (untitled)
/
with headers
text/plain 121B
[my response]
#
Tue Oct 04 10:02:58 2016
. I love when the answer is simple. :)
On Fri, Oct 7, 2016 at 3:57 PM, Kenneth Marshall <k...@rice.edu> wrote:
> On Fri, Oct 07, 2016 at 03:53:05PM -0400, Alex Hall wrote:
> > Hello list, yet again,
> > We're trying to add a saved search, to let the user view owned and CC-e
one queue. Do I
have to make my template the same name as a global one, or can I customize
a script to use my custom template? Thanks.
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not good enough with Perl to delve into a custom email parser or
anything, but do you know of a way or extension that offers this
functionality? Thanks.
On Fri, Oct 7, 2016 at 11:34 AM, Kenneth Marshall <k...@rice.edu> wrote:
> On Fri, Oct 07, 2016 at 11:24:06AM -0400, Alex Hall wrote:
>
portlet that is no
longer required due to what the search offers.
Put simply, how can we modify the homepage for all users at once? Thanks,
as always, for any help.
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t; > On 5-10-2016 14:33, Alex Hall wrote:
> > > Oh right, of course. Still not used to all the commands available, I
> > > guess. For anyone who is reading this and needs to locate the folder,
> > > I found it at
> > > /usr/local/share/request-tracker4/Pl
emails, it looks to be doing
the same thing, which explains my problem. Has anyone ever seen this
happen? How do I get RT to properly insert the correct queue's email
address into outgoing emails? I must be missing something simple. Thanks.
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ah
this, or do
people just manually repeat the work they did on the test system on the
live one? I'm not talking about source code changes, but, say, a new ticket
type or SLA. Thanks for any thoughts.
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2:50:51PM -0400, Alex Hall wrote:
> > Hello all,
> > I finally have RT sending out emails on the company's server, so we're
> > ready to move forward with testing things and making changes. To that
> end,
> > I'm wondering how everyone manages testing changes withou
don't know if that
caused a problem. I don't see any uninstall/remove commands on the plugin's
page, but maybe there's a standard way using Perl commands that I don't
know?
On Thu, Sep 22, 2016 at 3:25 PM, Alex Hall <ah...@autodist.com> wrote:
> Thanks for the response. Any thoughts o
Zagrabelny <mzagr...@d.umn.edu>
wrote:
> Hi Alex,
>
> On Fri, Sep 23, 2016 at 7:07 AM, Alex Hall <ah...@autodist.com> wrote:
> > Strange... I get an exit code of 255 on my FCGI server with the extension
> > enabled.
>
> Hmmm. Enabling extensions shouldn't be too c
for RT plugins, so it almost has to be something I'm
missing/doing wrong.
On Fri, Sep 23, 2016 at 2:49 PM, Matt Zagrabelny <mzagr...@d.umn.edu> wrote:
> Hi Alex,
>
>
> On Fri, Sep 23, 2016 at 12:15 PM, Alex Hall <ah...@autodist.com> wrote:
> > Sorry for
install, but I'm glad it's here now if it illuminates the core
problem! And no, I think I missted the RTHOME comment. I'm going to search
for it as soon as I send this.
On Fri, Sep 23, 2016 at 3:31 PM, Matt Zagrabelny <mzagr...@d.umn.edu> wrote:
> On Fri, Sep 23, 2016 at 2:20 PM, Alex Hall <a
I just now tried the RTHOME suggestion, after which I ran make and make
install. I got the exact same error as in my previous message,
unfortunately.
On Fri, Sep 23, 2016 at 3:43 PM, Alex Hall <ah...@autodist.com> wrote:
> I'll run the install again and hope that doing so won't
── Ticket
> │ │ └── Elements
> │ │ └── EditBasics
> │ │ └── MassageFields
> │ ├── Elements
> │ │ ├── SelectPriority
> │ │ └── SelectPriorityAsString
> │ └── Ticket
> │ └── Elements
> │ └── ShowPriority
> └── lib
>
and--hopefully--installed correctly, I just need to "turn it on". The
instructions also tell me to clear a "mason/obj" item, but I can't find
that anywhere. Thanks.
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the existing ones. That's handy.
On Thu, Sep 22, 2016 at 2:04 PM, Matt Zagrabelny <mzagr...@d.umn.edu> wrote:
> Hi Alex,
>
> On Thu, Sep 22, 2016 at 12:50 PM, Alex Hall <ah...@autodist.com> wrote:
> > Hi all,
> > I can't seem to find the instructions for enabling
for any help.
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h no referring ticket
> number, RT will think it is a new ticket request.
>
> Kenn
>
> On Wed, Sep 7, 2016 at 10:13 AM, Alex Hall <ah...@autodist.com> wrote:
>
>> Hi all,
>> I just ran into a very odd problem. I opened a ticket via email, which
>> worked. Bu
field in searches, like "type:problem"? What else can
custom fields do, if anything, or are they really only for searching and
letting users see details the default RT doesn't include?
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Hello list,
I'm looking for a free ticket/issue tracker for where I work. My boss wants
such a system for internal use (so public access/customer relations isn't a big
concern). I've installed, set up, and even modified the code of OSTicket, but I
keep running into little problems that I have
something very obvious. What that might be I'm not
sure, though. If anyone has any ideas, I'd appreciate hearing them. Thanks
in advance.
--
Alex Hall
Automatic Distributors, IT department
ah...@autodist.com
-
RT 4.4 and RTIR training sessions, and a new workshop day!
https://bestpractical.com
mmenting) there do not appear to be shortcuts for
> navigating headings within a ticket.
>
> On Thu, 25 Aug 2016 at 15:05 Alex Hall <ah...@autodist.com> wrote:
>
>> Thanks for testing. My only concerns are mousing over things to get them
>> to read, and whether the colored i
-tracker4) but things seem to be working. I just don't
know why this problem is popping up. It could be an Nginx thing, but
configuring RT is the first time I've ever seen it, so I thought I'd ask
here first. Thanks.
--
Alex Hall
Automatic Distributors, IT department
ah...@autodist.com
-
RT 4.4
to find a list of those items.
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
* Boston - October 24-26
* Los Angeles - Q1 2017
en the http and https versions
> of our RT instance. Advising everyone to login at the https address seemed
> to resolve it for us.
>
>
>
> Thanks.
>
>
>
> -Sean
>
>
>
> *From:* rt-users [mailto:rt-users-boun...@lists.bestpractical.com] *On
> Behalf Of *Alex
All,
Disregard this message. I'd granted a right to 'everyone' during very early
testing, and never revoked it. Classic PICNIC problem if I ever saw one.
On Tue, Sep 27, 2016 at 2:01 PM, Alex Hall <ah...@autodist.com> wrote:
> Hi all,
> Thanks to Matt, I found the priv
> -m
>
> On Mon, Sep 26, 2016 at 4:08 PM, Alex Hall <ah...@autodist.com> wrote:
> > Hello again,
> > I created a user, and he reported later that he'd added himself to the
> admin
> > group. I was going to do that anyway, but I'm concerned that he had the
> &g
ton, but as it stands now, all of that is at the very bottom
of the page.
Thanks in advance, as always, for your patience and ideas.
--
Alex Hall
Automatic Distributors, IT department
ah...@autodist.com
-
RT 4.4 and RTIR training sessions, and a new workshop day!
https://bestpractical.com/
ing ticket creation? I
hoped I could unset a few fields my work will never need, to take away some
clutter, such as 'time worked' or the article selection on a ticket reply.
Thanks for any explanations.
--
Alex Hall
Automatic Distributors, IT department
ah...@autodist.com
-
RT 4.4 and RTIR trainin
ntrol over the
system look, they can make queues and groups, etc. I have an admins group,
which is how I make people admins, but these new users aren't members of
it. I'm not sure why *everyone* has admin rights. Is there something
obvious I've missed (probably)? Thanks.
--
Alex Hall
Automatic Di
e it finds
what I want.
On Thu, Sep 29, 2016 at 3:45 PM, Alex Hall <ah...@autodist.com> wrote:
> Hi all,
> Is there any way to get a homepage module to show tickets for whom the
> current user is a CC watcher? That is, if Alice CCs Bob on a ticket, Bob
> should be able to see it
privileges on rt441 to rt_user, then flushed privileges
I'm out of ideas. Can anyone suggest why the upgrade can't log in? I know
the account works, because I can use rt_user to log into MySQL directly,
using the same password as in the config file. What have I missed?
--
Alex Hall
Automatic
il
> and all copies and notify the sender. Thank you.
>
> -
> RT 4.4 and RTIR training sessions, and a new workshop day!
> https://bestpractical.com/training
> * Boston - October 24-26
> * Lo
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