To list,
I'm not an internals/Unix Admin or tech. I've been the Admin for User
Support for our RT 3.6.4 installation. We successfully use LDAP
Authentication.
I've just been given the responsibility to install 3.8.6 in VM (RHEL 5.3).
I have some Unix help. However, I have to tell my guy what
themselves. But only having
show article isn't allowing them to do searches. Thanks!
*From:* Ken Crocker [mailto:kfcroc...@lbl.gov]
*Sent:* Thursday, November 12, 2009 2:30 PM
*To:* Kimberly McKinnis
*Cc:* rt-users
Alexandre,
Your question is odd. Are you saying you HAVE the CF's or WANT to have
some CF's?
Also, if a CF is defined as Mandatory, that is indicated when
creating/updating a ticket. This is explained in the RT Essentials book.
Kenn
LBNL
On 11/13/2009 7:40 AM, Alexandre PIASER wrote:
Hello
To List,
I need to clarify something. If I have a script with the action Notify
Cc's, will that notification go to just the Queue CC watchers or will
it also go to the Ticket CC list as well?
Kenn
LBNL
___
Kimberly,
Global CF's come before Queue CF's. To set the sequence of how a CF
shows up in a ticket, you have to set that on a queue by queue basis.
So, you navigate thus:
Configuration-Queues-(select the Queue)-Ticket Custom Fields. At that
point, you move the CF's up or down as you desire.
Sune,
Tell the user to NOT use the Reply All, but the Reply only.
Additionally, if they make sure that the RT email address is a Bcc or
cc that will keep a new ticket from being created.
Kenn
LBNL
On 11/11/2009 11:00 AM, Sune K. Bech wrote:
Hi
I have a problem that is driving me nuts,
To list,
Is there a comprehensive instruction list for installing RT 3.8.x on/via
RedHat?
We tried solaris and got no joy from our support group, but since we can
control our own VM, we want to try it that way. Thanks in advance.
Kenn
LBNL
___
, redhat, fedora, centos - all without problem and incident. From
source, and from RPM. Google for RT install centos guide - should get
you what you need.
-Original Message-
From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-
boun...@lists.bestpractical.com] On Behalf Of Ken
Max,
Thanks. I'll take a look.
Kenn
LBNL
On 11/3/2009 10:45 AM, Max Hetrick wrote:
Ken Crocker wrote:
To list,
Is there a comprehensive instruction list for installing RT 3.8.x on/via
RedHat?
We tried solaris and got no joy from our support group, but since we can
control our own VM
Sergio,
Just Disable the Global scrip and create the autoreply on create in that
particular queue.
Kenn
LBNL
On 11/3/2009 10:12 AM, Sergio Charpinel Jr. wrote:
Hi,
I have two questions:
The first one, I would like to not send e-mail to the requestor, but
just in a specific queue. Can I
Jrummel,
We do this for our queue that reviews requests. Based on the Org code,
we set the owner for the person best suited to evaluate tickets for that
organization. This is our code:
#
# Custom action Preparation
Jrummel,
Again, look at the code I sent you. In it you have on a few users
working on more than one ORG code. Set up a qw( ...) with your
values and you're set.
Kenn
LBNL
On 10/30/2009 12:23 PM, jrummel wrote:
Thank you all so much for your time. I got it to work!
Expanding on it
Bastian,
I have tried this numerous times with various types of messages and got
no joy. I may be corrected on this, but the info I got back was it is
NOT possible to display error messages to an RT screen via a scrip.
That's too bad cause one would think that it */should/* be possible as a
Ravi,
You can also change what is shown by altering that search in the
Configure file in /home/etc. I have done that and it works well for all.
Kenn
LBNL
On 10/21/2009 8:42 AM, Emmanuel Lacour wrote:
On Wed, Oct 21, 2009 at 11:08:32AM -0400, [ ravi ] wrote:
Hello all,
using Preferences
On Oct 21, 2009, at 1:29 PM, Ken Crocker wrote:
You can also change what is shown by altering that search in the
Configure file in /home/etc. I have done that and it works well for
all.
Kenn
LBNL
On 10/21/2009 8:42 AM, Emmanuel Lacour wrote:
On Wed, Oct 21, 2009 at 11:08:32AM -0400
pjarmillo,
You actually granted the rights at both the user AND group level? Hmm,
if all users are in some sort of group, you shouldn't do that because
you might lose track of what maintenance you do. I recommend leaving
users alone and just grant at the group level. You might run into a
a starting point.
Custom Field
Name: _RTIR_Domain
Description: Domains for RTIR queues
Type: Enter multiple values
Applies to: Tickets
Validation: (?#DOMAIN)^.*\.[a-z]{2,3}$
Link values to:
Include page:
Enabled Checked
Thanks,
Paul J
From:
Ken Crocker kfcroc...@lbl.gov
To:
pjarami
David,
Some users may be referred to by transaction history of a ticket because
they sent in corresponance or were the original requestor or owner.
Those kind of relationships shouldn't be deleted because it will cause
an error in yoiur history display.
Kenn
LBNL
On 10/14/2009 4:57 PM,
Howard,
I thought the replace-relations was for links to other tickets. If it
offers an opportunity to enter a replacement User ID, then I'm sure it's OK.
Kenn
LBNL
On 10/15/2009 9:01 AM, Howard Jones wrote:
On 15/10/2009 16:41, Ken Crocker wrote:
Some users may be referred
Eric,
Have you selected that particular queue within the edit for that search?
Kenn
LBNL
On 10/12/2009 11:28 AM, Roode, Eric wrote:
I am trying to create a personal to-do list queue, as on page 113 of
the O'Reilly harrier book.
I have created a queue, and granted See Queue to the Everyone
, Ken Crocker wrote:
Eric,
Have you selected that particular queue within the edit for that
search?
Logged in as root, when I click on the Edit tab for Quick Search,
every queue is checked, including Personal To-do.
Logged in as an ordinary user, when I click on the Edit tab
Scott,
Every ticket will try to show it's history. In your case, it died trying
to find a UserID on the USERS table that was identified in the
transaction record. I recommend the following:
1) Get into the DataBase and find that Transaction (usually, I look at
the history in that ticket and
Kevin,
We had that problem at first as well. Those using RT had forgotten that
if their Queues were set up to notify the appropriate persons, then they
didn't need to add them as a CC. Add to that the fact that many would
continue to click Reply All, instead of just Reply. we had to train
Andrea,
We have over 100 queues with the same type of supervisory setup. What we
do is make each supervisor (we call them Queue managers) of a Queue the
AdminCc Watcher of that queue. Then we can assign different privileges
to each of them as is needed and it doesn't affect any other Queue
Scott,
We grant all the Create, save, edit, etc. search rights to all
privileged users at the global level. Since we only grant the
SeeQueue, CreatTicket, ShowTicket rights to a queue at the Queue
level only, by granting the search rights globally, the actual queues
they can sees defers to
ModifySelf
(which presents the preferences tab that I don't want them to have)
*From:* Ken Crocker [mailto:kfcroc...@lbl.gov]
*Sent:* Thursday, October 01, 2009 12:39 PM
*To:* Lander, Scott
*Cc:* rt-users
a
day.
I am still hoping there might be some way to grant SaveSearch (and,
actually get it..) without exposing the preferences tab
*From:* Ken Crocker [mailto:kfcroc...@lbl.gov]
*Sent:* Thursday, October 01, 2009 2
Jo Rhett Jesse List,
Couldn't you just run an SQL on the DataBase and change the Name field
on the USER table for ID = 10 to be whatever you want? Unless RT has a
lot of hard-coded logic looking for the literal Nobody instead of
the Id, wouldn't that work?
Kenn
LBNL
On 9/28/2009 10:55
happens.
This is the exact same spot Sean got stuck and the thread ended.
Ken Crocker(thx Ken) provided the above code + 1 line (return 1;) and
said his is in the cleanup code spot. If I put that code in there,
absolutely nothing gets changed in the ticket...
Any thoughts anyone
Mike,
We use this for when a ticket is moved to another Queue:
# set new Ticket Owner value
my $ticket = $self-TicketObj;
$ticket-SetStatus(new);
$ticket-SetOwner(10, 'Force');
return 1;
The above code is put into the cleanup code. Hope this helps
Kenn
LBNL
On 9/24/2009 1:02 PM, Mike
Ruslan,
Thanks. That's what I would have thought. Makes sense.
Kenn
LBNL
On 9/23/2009 1:10 AM, Ruslan Zakirov wrote:
Hello Ken,
Delete them as there is no record to reference anymore after shredding a ticket.
On Tue, Sep 22, 2009 at 8:08 PM, Ken Crocker kfcroc...@lbl.gov wrote:
To list
To list,
I haven't used Shredder before so I have a question: when it removes a
deleted ticket, will it also remove the OBJECTCUSTOMFIELDVALUES records
as well or just disable them?
Kenn
LBNL
___
Sergio,
Why not just grant ShowTicket to the role Requestors or Owners
depending on what you meant by their own tickets?
Kenn
LBNL
On 9/22/2009 7:14 AM, Sergio Charpinel Jr. wrote:
Hi,
Is it possible to set permission to restrict group to see only their
own tickets?
Thanks in advance.
tickets. All the ticket that
he had created.
2009/9/22 Ken Crocker kfcroc...@lbl.gov mailto:kfcroc...@lbl.gov
Sergio,
Why not just grant ShowTicket to the role Requestors or
Owners depending on what you meant by their own tickets?
Kenn
LBNL
Kevin,
Check what rights you have granted GLOBALLY.
Kenn
LBNL
On 9/22/2009 12:25 PM, Kevin Gagel wrote:
My manager created a queue he wants to be the only one that has access
to. I've verified that the queue rights are set for him with the only
one that has access. The seequeue right has
Jeff,
Perhaps creating a Custom Field that has the three individuals as
possible selections. Then have a scrip that sets the value to the person
that indicates approval (I have an added ticket status value for that
and added an option next to Resolved in the modify ticket screen).
Then have
Eric,
Let me claify a couple things for you:
1) A /*Queue*/ 'CC' Watcher is not the same as a 'CC' /*Ticket
*/watcher. Having sward as the /*Queue*/ 'CC' watcher will* NOT* get
him/her put onto all tickets in that queue as a /*Ticket*/ 'CC' watcher.
Also, you don't need that user in both
To List,
I have my install configuration set to:
--with-GD=yes \
--with-GRAPHVIZ=yes \
Along with all the other stuff.
My question is, if I have the --with-GRAPHVIZ=yes set up,
do I ALSO need to have --enable-graphviz ?
Thaks.
Kenn
LBNL
To List,
Whenever I create a query and want to include the Requestor(s), I always
get the email address, ie. kfcroc...@lbl.gov. What I want is the name
only, KFCrocker. In the advanced section, I see this code
__Requestors__. What can I change that to to just get the requestors name?
Thanks.
will be enabled correctly...
-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Ken Crocker
Sent: Wednesday, September 16, 2009 12:39 PM
To: rt Users
Subject: [rt-users] A Configuration question
To List,
I
:
On Wed, Sep 16, 2009 at 09:38:42AM -0700, Ken Crocker wrote:
To List,
I have my install configuration set to:
--with-GD=yes \
--with-GRAPHVIZ=yes \
GD and GRAPHVIZ are lowercased (just try running your command)
configure: WARNING: unrecognized options: --with-GRAPHVIZ
To list,
I haven't used Shredder before so I have a question: when it removes a
deleted ticket, will it also remove the OBJECTCUSTOMFIELDVALUES records
as well?
Kenn
LBNL
___
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
Community
To list,
Does anyone know what the latest viable Perl versio we can use for RT
3.8.x is? We trying to get grid of a bunch of perl versions here and I
want to ensure we are using the latest for RT. Thanks.
Kenn
LBNL
___
Jesse,
Thanks.
Kenn
On 9/15/2009 8:47 AM, Jesse Vincent wrote:
On Tue, Sep 15, 2009 at 08:46:15AM -0700, Ken Crocker wrote:
To list,
Does anyone know what the latest viable Perl versio we can use for RT
3.8.x is? We trying to get grid of a bunch of perl versions here and I
want
David,
Besides using a saved search (which does work), we altered the RT
delivered QuickSearch query to include a couple extra statuses we
added. That way we can just click the number that represents the status
for a particular queue and viola', we're there. You could just as easily
add
Hallelujah!!! Hallelujah!!! Praise be to the Gods of Perl and good
design!!!
That will make life SSS much easier.
Kenn
LBNL
On 9/10/2009 12:24 PM, Seth Lake wrote:
Just an FYI for any others in my boat, it looks like CustomField type
Date is slated for the 3.8.5 release...
Regardless. It is still very welcome news indeed.
Kenn
LBNL
On 9/10/2009 3:35 PM, Kevin Falcone wrote:
On Thu, Sep 10, 2009 at 03:14:26PM -0700, Ken Crocker wrote:
Hallelujah!!! Hallelujah!!! Praise be to the Gods of Perl and good
design!!!
The bug/patch is tagged as 'for review
Tim,
The history for any ticket comes from the Transaction Table. Each
Transaction record has Id's in the fields that reference what the
transaction is about. For example, you have a ticket with a CF of ID #3.
The value of that Custom Field exists in the ObjectCustomFieldValue
Table. That
\
--with-my-user-group \
--with-apachectl \
Jesse, I didn't run it, my Unix guy did and all he sent me was the
warnings I posted. Perhaps my list of configure statements is wrong.
Kenn
LBNL
On 9/2/2009 12:07 PM, Kevin Falcone wrote:
On Wed, Sep 02, 2009 at 09:23:56AM -0700, Ken
To List,
In installing 3.8.4, I got the following warnings:
configure: WARNING: you should use --build, --host, --target
configure: WARNING: invalid host type:
Seeing as this is MY first install, can anyone enlighten me on the
importance of these warnings AND how to correct the problem?
Scott,
That's because the ObjectCustomFieldValues Table is for changes to a
value for an OBJECT. To see the history for the Custom Fields
themselves, try CustomFieldValues.
Kenn
LBNL
On 8/31/2009 1:45 PM, Lander, Scott wrote:
Gene,
Thanks, but - as near as I can tell,
Scott,
Try the Transaction Table.
Kenn
LBNL
On 8/31/2009 1:58 PM, Lander, Scott wrote:
Ken,
CustomFieldValues does have the current values, and documents when
they were inserted or modified, but, NOT the actual changes - IE, no
Old Value / New Value. For instance, for one of the
Scott,
That can't be. I use the transaction record to trigger several scrips
that look at the changes in a CF. Try transactions with Type =
CustomField, Field = the number of the CF and old/new values.
Kenn
LBNL
On 8/31/2009 2:32 PM, Lander, Scott wrote:
Hi Ken,
Transaction table
Falcone wrote:
On Thu, Aug 27, 2009 at 08:52:21AM -0700, Ken Crocker wrote:
Kevin,
My log has been on and it gives no errors. This is it (for a small file for
testing):
-bash-3.00$ ./RT-TravelConversion.pl
Use of uninitialized value in concatenation (.) or string at
/apps/rt
Tim,
Yep. Do you have notification scrips set up for your watchers (AdminCc,
Cc) in that Queue and are those scrips enabled?
Kenn
LBNL
On 8/27/2009 9:59 AM, Tim Gustafson wrote:
Hi,
I have a web form that is sending an e-mail directly to an RT Queue address.
Tickets are being created
Jerrad,
I still do not understand. I'm not much at Perl, so I don't know how to
translate that term into a line of code. I printed out the values but I
have no idea of how to warn a data field.
Kenn
LBNL
On 8/27/2009 11:02 AM, Jerrad Pierce wrote:
Nothing in those messages syas I have a
On 8/27/2009 9:18 AM, Kevin Falcone wrote:
On Thu, Aug 27, 2009 at 08:52:21AM -0700, Ken Crocker wrote:
Kevin,
My log has been on and it gives no errors. This is it (for a small file for
testing):
-bash-3.00$ ./RT-TravelConversion.pl
Use of uninitialized value in concatenation
27, 2009 at 10:58:52AM -0700, Ken Crocker wrote:
Kevin,
When I used hard-coded dates this is what I get:
Kenn
I just wrote and ran this:
my ($id, $msg) = $Ticket-Create( Queue = 'General',
Subject = 'test manual creation',
Started = '2009-08-01
Jerrad,
DUH!! I changed it, same results.
By the way, When I look for results, I use both SQL Navigator to look at
the records in the database (dates always show January 1970) AND I also
use RT Query and the dates are alway Not Set.
Kenn
LBNL
On 8/27/2009 11:44 AM, Jerrad Pierce wrote:
You
Kevin,
If I understand what you and Jerrad are saying is that RT/API NORMALLY
puts a date in those fields and if I am going to override, I need to
code a work-around. Thank you. AT least I Know I'm not going crazy
(yet). So, any hints (like code-type stuff ;-) on that work-around?
Kenn
LBNL
Kevin,
Got it. Thanks.
Kenn
LBNL
On 8/26/2009 8:30 AM, Kevin Falcone wrote:
On Wed, Aug 26, 2009 at 08:25:40AM -0700, Ken Crocker wrote:
If I understand what you and Jerrad are saying is that RT/API NORMALLY puts
a date in those
fields and if I am going to override, I need to code
Kevin,
I hate to bug you, but I went to your link and saw some code. I'm not a
big perl guy (I can code some simple scrips, etc.) so some of it
confuses me. Attached is the program I've been speaking of. I put what I
thought would be the correct code in it (set Date Fields).
It is not
Drew, Fran,
Is there anything unique to this scrip per RT version? In otherwords,
will it work on 3.6.4 as well as 3.8.4?
Kenn
LBNL
On 8/21/2009 10:42 AM, Drew Barnes wrote:
To second Fran, I have also been using this script in production for a while
now and have found it to be a good
Gary,
It sounds like there is no notification scrip for Others. When adding
a Cc on a replay, etc. it is NOT considered a Cc by RT Notification
scrips, it is considered an Other. You may need a new scrip that
Notify Others on whatever action. Hope this helps.
Kenn
LBNL
On 8/19/2009 4:05 PM,
Jerrad, Ken,
So, do I have to install these modules in a certain order? RT, RTFM,
RTIR, etc? thanks.
Kenn
LBNL
On 8/18/2009 12:35 PM, Jerrad Pierce wrote:
Jerrad says differently.
I most assuredly did not. I said RT is RT (off list, it being such a
simple Q/A),
implying that
or something like that. SO, now I need to figure out how to get
CommandByMail to install with the rest without haveing to download it
seperately as an extension. Any info on that?
Thanks.
Kenn
LBNL
On 8/17/2009 5:10 PM, Nick Kartsioukas wrote:
On Mon, 17 Aug 2009 14:34:08 -0700, Ken Crocker kfcroc
Jerrad,
AHA! Thanks. That does explain some things to me.
Kenn
LBNL
On 8/18/2009 9:40 AM, Jerrad Pierce wrote:
--with-foo= are for specifying the (non-standard) locales of RT dependencies.
Extensions like RTx::Calendar or RT::Extension::CommandByMail are plugins.
They are not bundled with
wrote:
On Tue, Aug 18, 2009 at 09:25:10AM -0700, Ken Crocker wrote:
Nick,
No I hadn't checked that file. I just did and found only 3 packages named;
GD, GRAPHVIZ, and
GPG. I'm not sure what GPG does (what is GNU Privacy Guard and how does it
work?). What
happened to packages
Jerrad,
Is the new RTFM 2.4.2 part of the RT 3.8.4 download?
Kenn
LBNL
On 8/18/2009 9:40 AM, Jerrad Pierce wrote:
--with-foo= are for specifying the (non-standard) locales of RT dependencies.
Extensions like RTx::Calendar or RT::Extension::CommandByMail are plugins.
They are not bundled
download it separately.
Ken
On Tue, Aug 18, 2009 at 11:07:53AM -0700, Ken Crocker wrote:
Jerrad,
Is the new RTFM 2.4.2 part of the RT 3.8.4 download?
Kenn
LBNL
On 8/18/2009 9:40 AM, Jerrad Pierce wrote:
--with-foo= are for specifying the (non-standard) locales of RT dependencies
Jerrad,
Sorry. Really. I just misunderstood. I hadn't downloaded anything but
RT. So I guess I have a couple more to do. Thanks for the correction.
Kenn
LBNL
On 8/18/2009 12:35 PM, Jerrad Pierce wrote:
Jerrad says differently.
I most assuredly did not. I said RT is RT (off list, it
much
tw
On Fri, Aug 14, 2009 at 2:54 PM, Ken Crocker kfcroc...@lbl.gov
mailto:kfcroc...@lbl.gov wrote:
testwreq,
Well, you can go into the software and change the code OR you can
create a custom resolved template to capture the last comment.
I've done the latter and I don't
Nathan,
A couple questions first:
1. Do you grant all the rights via the WebUI?
2. Do you put the Users in a pre-defined group or do you grant them
User rights to those queues?
3. Do you have any nightly Cron processes running?
4. Does this happen to only the NEW users and if so,
*From:* Ken Crocker [mailto:kfcroc...@lbl.gov]
*Sent:* Monday, August 17, 2009 2:12 PM
*To:* Nathan Hurt
*Cc:* 'rt-users@lists.bestpractical.com'
*Subject:* Re: [rt-users] Some users are losing their rights every night
Nathan,
A couple questions first:
1. Do you grant
, I'd like the list and correct spelling of
selections to get them installed.
When I get the list, I'll put the entire thing (including proper
spelling/CAPS) as an RT wiki item.
Thanks.
Kenn
LBNL
On 8/14/2009 3:12 PM, Jesse Vincent wrote:
On Fri 14.Aug'09 at 12:53:49 -0700, Ken Crocker wrote
, something must be changing somewhere. I just cannot
seem to find it.
Nathan Hurt
Barracuda Networks, Inc.
*From:* Ken Crocker [mailto:kfcroc...@lbl.gov]
*Sent:* Monday, August 17, 2009 4:53 PM
*To:* Nathan Hurt
*Cc:* 'rt
testwreq,
Well, you can go into the software and change the code OR you can create
a custom resolved template to capture the last comment. I've done the
latter and I don't have to worry about messing up the code.
Kenn
LBNL
On 8/14/2009 5:41 AM, testw...@gmail.com wrote:
Hello,
From the
To all Install experts,
I have a couple questions about the configure parameters for installing
3.8.4.
1. What does --with-PACKAGE[=yes] do for me?
2. What does --with-my-user-group do exactly?
3. Do I need --with-apachectl? What happens if I don't use this
parameter?
That's it
Scott,
You can easily create a custom resolved template of your own and in
it, put some code to copy either the last comment made OR a the content
in a Custom Field, if you have one.
Kenn
LBNL
On 8/13/2009 7:32 AM, Lander, Scott wrote:
Hello
In 3.8.4, when a ticket is resolved, it is
To all Install experts,
I have a couple questions about the configure parameters for installing
3.8.4.
1. What does --with-PACKAGE[=yes] do for me?
2. What does --with-my-user-group do exactly?
3. Do I need --with-apachectl? What happens if I don't use this
parameter?
That's it
Martin,
Are you aware that the person that initiates the transaction (whether it
be Queue change, create, whatever) does NOT get a notification. If I am
the AdminCc and I create a ticket or change the Queue or whatever, I
will NOT get an EMail. Reason, RT sees it as a redundant exercise. The
owner
*From:* Ken Crocker [mailto:kfcroc...@lbl.gov]
*Sent:* Tuesday, August 11, 2009 10:08 AM
*To:* Martin Dorschler
*Cc:* rt-users@lists.bestpractical.com
*Subject:* Re: [rt-users] Unable to get AdminCC's to show or get
scrips to execute
Martin,
Are you aware that the person
for On Queue Change
to work as a custom condition?
*From:* Martin Dorschler
*Sent:* Tuesday, August 11, 2009 11:56 AM
*To:* 'Ken Crocker'; rt Users
*Subject:* RE: [rt-users] Unable to get AdminCC's to show or get
scrips to execute
I set my etc/request-tracker3.6/RT_SiteConfig.pm
/11/2009 11:25 AM, Martin Dorschler wrote:
It does not log sending a notification at all.
*From:* Ken Crocker [mailto:kfcroc...@lbl.gov]
*Sent:* Tuesday, August 11, 2009 1:23 PM
*To:* Martin Dorschler
*Cc:* rt Users
*Subject:* Re: [rt-users] Unable to get AdminCC's to show or get
scrips
Martin,
I suspect that RT is not allowing you to change the Queue for the
ticket. That would also explain why you didn't get an email, it never
completed the transaction. Check your rights. In order to move a ticket
to a Queue, you have to have the CreateTicket right in that new Queue.
Kenn
Mike,
I understand your frustration. I'm not familiar with that scrip, nor do
I usually write scrips that go against the USER Table. However, I was
thinking about how I would do it and I would want to try something that
captures the Requesors phone number at the time the ticket is created
Tyler,
The ParseNewMessageForTicketCcs is a RT-Wide option. I put a Queue
only scrip in the wiki.
Kenn
LBNL
On 8/6/2009 9:37 AM, Kevin Falcone wrote:
On Wed, Aug 05, 2009 at 02:10:39PM -0700, Tyler Hall wrote:
Is it possible to automatically add people to requestors if they are CC'd
Kevin,
Correct. In fact, I put replied to an email like this awhile back with
some code we wrote for a new Resolve template that includes code to
include the last comment in the Email body.
Kenn
LBNL
On 8/6/2009 9:46 AM, Kevin Falcone wrote:
On Sat, Aug 01, 2009 at 12:38:04AM -0700,
--
From: Jerrad Pierce jpie...@cambridgeenergyalliance.org
Sent: Thursday, August 06, 2009 11:49 AM
To: Ken Crocker kfcroc...@lbl.gov
Cc: Michael Ellis michael_el...@umanitoba.ca; RT-USERS
RT-Users@lists.bestpractical.com
Subject: Re: [rt-users] Custom Scrip Failing (using example
need to tell RT that it is ok to share the info. RT considers phone
numbers privateish data and you may need to tweak the Accessible
routine.
-kevin
--
From: Ken Crocker kfcroc...@lbl.gov
Sent: Thursday, August 06, 2009 12:23 PM
To: Michael Ellis
Mathieu,
Yes. Copy the Create.html file from it's Share location to a local
location in the directory (/local/html/Ticket).
There you can modify to your hearts delight.
Kenn
LBNL
On 8/6/2009 2:24 PM, Mathieu Longtin wrote:
Is there a way to modify the form for ticket creation, so I can place
Miroslav William,
I prefer to NOT change RT code if I can get away with it. We like our
comments included on a resolved ticket, so we just created a scrip to
send out an Email using our version of the resolved template. In our
version, we capture the last comment and put it in the Email.
! Really a high-tech method ;-). Anyway, it works for us.
Kenn
LBNL
On 7/30/2009 11:37 AM, Jo Rhett wrote:
Ken, care to share that scrip? Or better yet put it in the wiki since
it's FA?
On Jul 30, 2009, at 11:26 AM, Ken Crocker wrote:
Miroslav William,
I prefer to NOT change RT code if I can
Justin,
Don't grant it to everyone. Grant it to groups of Privileged users..
Kenn
LBNL
On 7/23/2009 8:00 AM, Justin Pratt wrote:
Is there a way to prevent a particular user from replying to tickets,
despite the ReplyToTicket right being granted to Everyone?
Thanks,
Justin
Bryan,
RT (3.x ) is an issue tracking tool, not a Project Management tool.
There are no built-in charts and reports for such, as RT lets you devise
your own.
There are many Project Management (PM) and Portfolio Project Management
(PPM) tools out there, they cost a bit of money to either use
Patrick,
We added pending QA and QA approvd (you are limited to 10 char), by
simply adding them to the setting in RT_SiteConfig.pm in $RTHOME/etc
like this:
*...@activestatus = ('new', 'open', 'pending QA', 'QA approvd', 'stalled')
unless @ActiveStatus;
*Then, the only other thing you
Jerrad,
Try something like this:
my $ticket = $self-TicketObj;
my $comments = $ticket-$Transactions-Limit( FIELD = 'Type', VALUE =
'Comment' );
my $replies = $ticket-$Transactions-Limit( FIELD = 'Type', VALUE =
'Correspond' );
return 0 unless ($ticket-Status = 'new'
Testwreq,
I do the same thing, only I use a Custom Field called CFO-Org. When a
ticket is created, that CF MUST be selected and based on that value, I
pre-assign the ticket owner. It looks like this:
Condition: On Create
Action: User-defined
Custom Prep Code:
my $trans =
Scott,
Yep. Just give those groups the rights you want them to have for those
Queues. I think that would be the SeeQueue, CreateTicket, and
probably ReplyToTicket rights would do. That way they can create the
tickets, see the list of ticket in a queue and reply to any
email/notifications for
Chris,
Yes. In fact, you can write a scrip to pre-assign any ticket to yourself
or anyone else for that matter, so no one has to do a take. Once a
ticket is yours, your can re-assign it or do what you want.
Kenn
LBNL
On 7/15/2009 7:50 AM, Milkosky, Chris wrote:
Hello all! I'm evaluating
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