Carlos,
Sounds like you are creating a situation where the ticket status is
constantly switched between open and stalled every time the
Requestor and ticket owner communicate to each other. Seems a bit busy
but hey, if that's what you want. Try something like this:
*Scrip 1 - Owner reply:*
Chris,
We do this all the time. Try this:
*** Custom Condition **
return ($self-TransactionObj-Type eq Create
$self-TransactionObj-CreatorObj-Id(1101));
*** Custom Prep Code *
my $ticket = $self-TicketObj;
my
Kevin,
I'm not completely sure, but I think that the AdminCc (as a role)
would require certain ACL records, which means it is a role that is
privileged. So, by definition, an unprivileged user cannot be an
AdminCc. That's just my theory. However, a Requestor is also a role
and when an
Jennifer,
I had the same problem and we're on 3.6.4. I don't know if this happens
to later versions. I would order the Custom Fields, moving them up and
down, and yet, when going to create a ticket, nada. I cleared cache and
re-booted, nada. Then I went to Config-Queues-CustomFields and
.
Kenn
LBNL
On 7/7/2009 9:58 AM, Khusro Jaleel wrote:
Ken Crocker wrote:
Resolution comment:
{
my $Resolution_Comment;
my $Transactions;
my $CommentObj;
$Transactions = $Ticket-Transactions;
$Transactions-Limit( FIELD = 'Type', VALUE = 'Comment
Khusro,
You do not need a Custom Field to do this. The transaction content is
available at Resolve time via a code in your template. We do this. We
created our own Resolve template and deleted the delivered one. This
is our code:
==
Khusro,
Must be your code. Can you send it?
Kenn
LBNL
On 7/7/2009 10:48 AM, Khusro Jaleel wrote:
Ken Crocker wrote:
Khusro,
The Notify AdminCcs as Comment won't send out an email. At least that
is my understanding. So, if I'm right, some other scrip is sending out
the email
David,
I've not been able to do that with RT Query. That's not to say it can't
be done. For those type of queries, I use SQL so I can get comments , etc.
Kenn
LBNL
On 6/26/2009 5:22 AM, David Donachie wrote:
Okay, I'll try asking again :)
Is there any way, in 3.6.3, to get child links in
Dominic,
There are two different Queue watchers, as you know; AdminCc and Cc.
This allows you to create notification scrips for the two different
groups of users in that capacity. There are also Requestors, where there
can be more than 1 per ticket, and Owners, where there is ONLY 1 per
Kevin,
Without knowing what you changed, it will be difficult to help. Do you
keep notes on your changes? DO you backup your old RT_SiteConfig.pm file
(like copying it under a diff name)? When making changes, try making
them one at a time and then testing for all possible results. That way,
Varun,
There are a couple possible causes for this. If you are on Oracle, then
you need to override a setting in RT_SiteConfig.pm. If on MySQL, then
you need to change the way a field in the Session Table is defined.
Which do you have?
Kenn
LBNL
On 6/24/2009 10:49 PM, Varun Vyas wrote:
://mail.cnc.bc.ca/users/gagel
--- Original message ---
Subject: Re: [rt-users] Question on custom scrip condition
From: Ken Crocker kfcroc...@lbl.gov
To: Kevin Gagel ga...@cnc.bc.ca
Cc: RT-Users@lists.bestpractical.com
Date: 22/06/2009 3:24 PM
Kevin,
What if the ticket is created WITHOUT an owner
Dusty,
There are group rights to a Custom Field (so you can set rights to
see, Modify, and Admin a CF), Group rights to Groups (so you can
set rights for which group can admin the group, and See the members
in a group). Then there are Queue rights or better stated Rights TO a
Queue for a
tickets are new, open and
resolved which I thought is the quickest via browsing the RT. Of
course I am happy to get more infomation about your views, but to be
honest, in my opinion RT should offer me that requirement.
Regards
Violetta
Ken Crocker schrieb:
Violetta,
I just thought
Jonathan,
A couple of things to keep in mind. Person A is in group A. Person B is
on Group B. Neither groups allow WatchAsAdminCc. Group C has a
membership of Group A and Group B and allows the aforementioned right of
WatchAsAdminCc. So, even if you were to look at a group that
specifically
---
Subject: Re: [rt-users] Question on custom scrip condition
From: Ken Crocker kfcroc...@lbl.gov
To: Kevin Gagel ga...@cnc.bc.ca
Cc: RT Users RT-Users@lists.bestpractical.com
Date: 16/06/2009 3:56 PM
Kevin,
Here's one we use for when the development step of a ticket (CF
Work-State) is changed
Violetta,
I just thought of an idea, but it would require a bit of work. Why
not try create some views that have only the info you want these user to
see and then remove them from RT. They can still get to the RT info thru
the views, which SHOULD suffice, since they are gonna be creating
Jerrad,
Yes, but you can keep them out of other accounts by removing so many
global privileges and making them Queue-level privileges. That way, no
one can get into a Queue unless specifically allowed to by privileges.
Kenn
LBNL
On 6/18/2009 8:31 AM, Jerrad Pierce wrote:
On Thu, Jun 18,
To List,
I'm trying to get the old value of the ticket status so I can re-set it.
So far, I have this:
my $trans = $self-TransactionObj;
my $oldvalue = $trans-Field('Status');
$oldvalue-Load($trans-OldValue );
and it's not working. Can anyone help? Thanks.
Kenn
LBNL
, Raed El-Hames wrote:
Ken;
In the nicest possible way you got this wrong by a mile, what are you
trying to do, ist a scrip action ? do you want to reset the Status as
soon as its changed to something else? or at a later transaction ie
new update or modify etc?
Roy
Ken Crocker wrote
etc?
Roy
Ken Crocker wrote:
To List,
I'm trying to get the old value of the ticket status so I can re-set
it. So far, I have this:
my $trans = $self-TransactionObj;
my $oldvalue = $trans-Field('Status');
$oldvalue-Load($trans-OldValue );
and it's not working. Can anyone help? Thanks
Johnathan,
Since you want to specify your own action code, you make the setting for
Conditions to OnCreate and Actions to User-defined. Since you
want your actions to take place while RT is doing other actions (like
creating a ticket, notifying a user, updating other fields), I recommend
you
Aaron,
We use this code:
# condition set on email transaction to create
my $trans = $self-TransactionObj;
my $msgattr = $trans-Message-First;
return 0 unless $trans-Type eq Create;
return 0 unless $msgattr;
return 1 if $msgattr-GetHeader('Received');
return 0;
Hope this helps.
Kenn
Guadagnino,
From what I can see, the scrip did TRY to send an Email. So the
action /did/ work. I would look at the privileges for the requestor. If
RT tries to send an Email and the Requestor doesn't have the right to
GET Emails, then RT won't find a recipient. I'm not sure, but I think
GravyFace,
Yep. I renamed many of my scrips with a 1a to 1c on scrips that
modify ticket and custom fields. That way, I ensure that my notify
scrips have the info available from a ticket modified ticket. That was
before I understood how Prep Code and Cleanup code worked with
.
I'll look at the rights, but that same user receives a notification
email if I take one of his tickets, so I'm inclined to think the
problem is elsewhere.
Thank you!
Bye
Cris
*Da:* Ken Crocker [mailto:kfcroc...@lbl.gov]
*Inviato:* giovedì 11 giugno 2009 16.41
*A:* Guadagnino
GravyFace,
I usually do this in my Dev environment where I first change the
RT_SiteConfig.pm file to turn on logging:
*
Set($DevelMode, '1');. *This is OFF in production as it would make
everything run REALLY slow.
Then I insert the following code whereever I want to display
Dominic,
RT doesn't normally notify the initiator of a transaction, as it
would be redundant (plus there is a record of the reply in the ticket
history). However, if that is what you want, you need to turn on the
Notify Actor setting in your RT_SiteConfig.pm file located at
$RTHOME/etc.
;
}
}
($_[0] is a the Ticket object and $field is the CF id)
Rémi
2009/6/9 Ken Crocker kfcroc...@lbl.gov mailto:kfcroc...@lbl.gov
Jesse,
Painful?? Please explain. I'd love to hear it.
Kenn
LBNL
On 6/9/2009 11:56 AM, Jesse Vincent wrote:
On Tue 9.Jun'09
To List,
Has anyone used the category of a Custom Field in a scrip? Does
anyone know how to access that information in a scrip? I need to create
a scrip where I need that information. Thanks.
Kenn
LBNL
___
Jesse,
I was thinking that that particular command gave me the Custom Field
value only. I don't see where the category value for that CF can be
determined from that code.
Kenn
LBNL
On 6/9/2009 9:24 AM, Jesse Vincent wrote:
On Tue, Jun 09, 2009 at 09:21:41AM -0700, Ken Crocker wrote
Jesse,
Painful?? Please explain. I'd love to hear it.
Kenn
LBNL
On 6/9/2009 11:56 AM, Jesse Vincent wrote:
On Tue 9.Jun'09 at 11:26:08 -0700, Ken Crocker wrote:
Jesse,
I was thinking that that particular command gave me the Custom Field value
only. I don't see where
Sebastien,
Try using the stage TransactionBatch (remember to turn it on in
RT_SiteConfig.pm). I think that will do it. Also, I don't think you need
the return 1; on the Custom Condition code area as you have already
set a condition by selecting one that is NOT user-defined. Hope this
Vaclav,
I may be missing something here, as I am on 3.6.4, but it was my
understanding that adding comments to a ticket does NOT create an email
(correspondence). Therefore, how does one Reply to correspondence that
does not happen? Just a question so I can understand the context of the
Faith,
I may be wrong, but my understanding of RT tickets (any ticket) is
that unless there is a transaction being executed for it, it will not
just arbitrarily know to send off a notice to someone. TO do that, you
need to create a cron job that will run thru the RT Ticket Tabler and
rmp,
How are you sending the alerts to RT? Email? what? There are some
filter you can use in RT_SiteConfig, but they would be based on LDAP
filters, etc. Also, depending on the criteria you have for controlling
privileges, you could reserve the right for CreateTicket to specific
groups of
Jeremy,
We do that. We have a Custom Field we use to mark the progress,
another for the name of the person responsible to do the QA test (they
get an email automatically when the work is ready for that test),
another CF for the date the work was completed, another for the name of
the
because of
canonicalization (LDAP or some other way) then it's all you need. You
even can delete duplicates from DB using shredder.
Otherwise MergeUsers extension can be used to make two accounts in
RT's Users table behave like one.
On Thu, Jun 4, 2009 at 8:24 PM, Ken Crocker kfcroc...@lbl.gov wrote
James,
We use SNAGIT (TechSmith). It creates an object that we can put
into any WORD document and therefore is easy to include in any word.doc
attachment.
Kenn
LBNL
On 6/5/2009 2:59 AM, James Bromberger wrote:
Hello world,
Does anyone know of a way to capture an image from a screen
, including root, where so restricted, that I couldn't
reproduce the configuration I wanted.
Ken Crocker wrote:
Carlos,
I may be mistaken, butI think the ShowConfigTab merely allows
the user to see that tab and the functions under it. The user still
needs to have other rights (like
To list,
I've asked this before, but no doubt, didn't word it correctly. I'm
trying to get RT to display a message from a scrip that executes.
What I have is a scrip that changes the Ticket Status back to it's
previous setting because a CF isn't set at all. Mandatory doesn't work
Carlos,
I may be mistaken, butI think the ShowConfigTab merely allows the
user to see that tab and the functions under it. The user still needs to
have other rights (like ShowTemplate and ModifyTemplate) in order to
see/modify templates and I'm sure the same situation exists for other
Cass,
You mentioned in your response that when you went to 3.8 you had
trouble with multiple users of the same email address. I have a similar
problem.
I am on 3.6.4 and have a bunch of users out there with the email
address as the User Name due to them being added automatically as
Alberto,
When you say you removed a user via MySQL do you mean you merely
dropped the record from the USERS Table?
Kenn
LBNL
On 6/3/2009 1:55 AM, Alberto Villanueva wrote:
Good morning,
Yesterday I removed a user (within MySQL) had several assigned
tickets. Now these have Owner= (no
- Madrid, Spain
Tel: + 34 91 744 46 00 - Ext: 2205
Fax: + 34 91 415 24 57
www.altran.es
*De:* Ken Crocker [mailto:kfcroc...@lbl.gov]
*Enviado el:* miércoles, 03 de junio de 2009 18:59
*Para:* Alberto
Matthew,
Try creating a scrip that has the condition of OnCreate, an action
as user-Defined and put code in the prep action code area that sets
the CF to the value you want (see below). Put return 1; in the
clean-up action area. That should do it.
Prep Action code:
# set the CF
Kwasi,
I'm not sure I understand what you mean by Detail of the Ticket
(especially in terms of attachments), but in the RT wiki, I put the code
for a perl program we used to convert a legacy ticket system to RT using
API. Take a look, it might answer some of your questions. Hope this
Stephen,
I use it a lot. My understanding, and experience, is that with
TransdactionCreate, the scrip you write may not execute until after
certain built-in RT transactions have executed (with commit) and with
TransactionBatch, they all execute in sequence (alphabetical) followed
by the
to
Everyone group. Is there any other perms/location I should look into?
Thanks.
Thanks
Subba Venkateswaran
AT - App Eng - SEG
609 282 7015
*From:* Ken Crocker [mailto:kfcroc...@lbl.gov]
*Sent:* Wednesday, May 20
Hunane,
Here's a copy of a template we use for resolved tickets. It includes
Ticket info, CF info and any comments made while resolving the ticket:
Subject: Request Titled: {$Ticket-Subject} has been Resolved!
This ticket has been resolved. DO NOT REPLY to this message!
Richard,
Are you using the LDAP authorization extension? If so, they could
only be added if your configuration settings had
Set($LdapAutoCreateNonLdapUsers, 1); Set($CanonicalizeOnCreate ,
1);.. This would mean that the email creating the ticket also caused
the CC email address to be
To all (especially Ruslan Stephen),
Hallelujah! I finally got the code to parse CC addresses to a ticket
for Queues only to work. Below is the code:
#
# Custom condition:
Hossein,
Perhaps that ticket did NOT have an owner. We do the same thing only
we set the action to Notify AdninCcs. Of course, the Queue has to have
an AdminCc as a queue watcher in order for someone to get the email.
Hope this helps.
Kenn
LBNL
On 5/26/2009 12:21 PM, Hossein Rafighi
Greetings,
I need to know how to take an email address (directly from an email
header) and get the actual UserId/PrincipalId from RT. I have the
address split out and now I just need an ID. I'm assuming that the
PrincipalId is the same thing as the Name field from the USERS Table. In
below.
On Wed, May 27, 2009 at 2:36 AM, Ken Crocker kfcroc...@lbl.gov wrote:
Ruslan,
What? I don't understand your answer. Perhaps I didn't explain myself
very well. Let me try again. I understand the principals, I just don't know
what code or command or whatever (ie. LOOKs something like
List,
I've copied the code that RT uses to get the Email address of CC's
and add them as ticket watchers. When I HARD-CODE the Emaill address, it
works fine. The ticket has several CC Watchers. However, I'm having
trouble getting the actual CC Address ID's from the incoming Email. In
my
) {
push @user_ids, $user-id;
}
On Thu, May 21, 2009 at 10:50 PM, Ken Crocker kfcroc...@lbl.gov wrote:
List,
I've copied the code that RT uses to get the Email address of CC's
and add them as ticket watchers. When I HARD-CODE the Emaill address, it
works fine. The ticket has several CC
;
while ( my $user = $users-Next ) {
push @user_ids, $user-id;
}
On Thu, May 21, 2009 at 10:50 PM, Ken Crocker kfcroc...@lbl.gov wrote:
List,
I've copied the code that RT uses to get the Email address of CC's
and add them as ticket watchers. When I HARD-CODE the Emaill address, it
works fine
Thomas,
Try putting Mr. Blub into a group that has the correct privileges
for the Queues you want him to own tickets for. That way, he's just
another guy who can own tickets in that queue along with others, but his
own queue still remains invisable to those who do not need to see it.
Hope
Jeff,
I've done this more than a few times and to be honest, it was a
mistake. There are many tables involved in maintaining User
relationships (Groups, GroupMembers, ACL, Transactions, etc.). I have
found that the simplest thing to do is go to the tickets that belong to
someone I would
Prescott,
Here's some code I use for doing the same type of thing:
# set new value for CF Work-State
my $ticket = $self-TicketObj;
my $cf_obj = RT::CustomField-new($RT::SystemUser);
my $cf_name = Work-State;
my $cf_value = Ready for Implementation;
$cf_obj-LoadByName( Name = $cf_name );
Violetta,
At the moment, I don't know. I'm not sure there is an easy way to do
this. You would have to identify a condition that would catch these
particular requestors (maybe a domain name from their email, or
something like that) and then create some action code that would add
them to a
/.
Am I missing some software that I need to change or refer to?
Thanks.
Kenn
LBNL
On 5/14/2009 6:53 AM, Kevin Falcone wrote:
I read the rt-users mailing list, its ok to send mail to just the list,
rather than CCing me
On May 13, 2009, at 5:18 PM, Ken Crocker wrote:
Thank you so
to that queue and has that domainname can open a
Ticket.
I hope this makes it more clear now.
Thanks,
Violetta
Ken Crocker schrieb:
Violetta,
I can help, but it's still not clear to me what you want. You say
you only want the Admins (I'm assuming here you mean the AdminCc
Watcher for the Queue
To any and all,
I've asked this question before, but perhaps I didn't word it so it
made any sense. When we add a 'CC' on any correspondance thru a ticket,
we find that if the user is */not/* an RT User, as long as they pass the
LDAP test, they get added, with their email address as their
PM, Ken Crocker wrote:
To any and all,
I've asked this question before, but perhaps I didn't word it so
it made any sense. When we add a 'CC' on any correspondance thru a
ticket, we find that if the user is not an RT User, as long as they
pass the LDAP test, they get added
Jamie,
This can be set up. Create a new Notification script the Notifies
Owner on whatever and that will take care of them getting email on the
tickets they own. However, you mentioned something about co-owned
tickets. TO my knowledge, RT allows only 1 user to be a ticket owner.
That
Tom,
Why do you need a date prefixed to the Ticket ID? In my 40 years in
this business from Manufacturing (MRP - Order processing, Capacity
Planning, etc.)) to Retail to Banking industries I have always seen an
ID Field defined as non-intelligent. That way, the ID has one function
only,
Tom,
Correct. Plus, you may well run out of viable Ticket ID's. IF I were
you. I would do my best to dissuade. Lots of luck.
Kenn
LBNL
On 5/11/2009 2:39 PM, Tom Lahti wrote:
Ken Crocker wrote:
Tom,
Why do you need a date prefixed to the Ticket ID? In my 40 years in
I don't
To any and all,
I want to set my RT Configuration to allow non-LDAP Users and LDAP
Users alike to be added as Unprivileged users when they are CC's on a
ticket during correspondance. Can anyone help me with this? Thanks.
Kenn
LBNL
___
Nast,
When a User is created, there are a bunch of tables that are affected
(Principals, Groups, GroupMembers, ACL, Transactions, etc.). If you just
delete a record from the User table, then everything gets out of sync.
For example, the history on a ticket will show an error because the
Violetta,
I can help, but it's still not clear to me what you want. You say
you only want the Admins (I'm assuming here you mean the AdminCc Watcher
for the Queue) to See the Queue and then you mention something about
the users can change it. Change what? If you only want AdminCcs to see
JOhn,
there should be an Edit option to the right of the display. Use that.
Kenn
LBNL
On 5/8/2009 9:44 AM, John BORIS wrote:
All of the Queues are showing up in RT at a glance when I select
MyAdminQueues even though the user is not the Admin of that Queue. I am
running 3.6.6
Is there
Vaclav,
Create a User-defined group called Sysbase-Users. Then go to
Configuration-Queue-(select Queue Sybase or whatever)-Group Rights
and grant the following privileges to group Sysbase-Users:
* CreateTicket
* SeeQueue
* ShowTicket
* ShowOutgoingEmail
* ShowTicketComments
Todd,
I've run into that same problem. For some reason, when RT executes
transactions, the RT base transactions seemed to override any scrip
based changes that had a stage of TransactionCreate. When I turned on
TransactionBatch in my SiteConfig and set the Stage for the scrips
to
To any and all,
The more I use this system, the more I have to learn. In our setup,
we use LDAP as the authenticator. It seems to be working fine. Our
current applicable settings are as follows:
* *Set($LookupSenderInExternalDatabase, 1);*
* *Set($SenderMustExistInExternalDatabase,
Andraz,
You set the AdminCc for a Queue in Configuration-Queue-Basics.
That will permanently ensure you have an AdminCc that can be notified
whenever a ticket is created in that Queue. For the notification scrip,
naviagate Configuration-Queue-(select Queue)-Scrips-New Scrip.
Create your
Horst,
I've noticed the same thing, but I'm on 3.6.4. I'm not sure if 3.8.x
fixes this. By clicking the field name on the results, it will re-sort
by that field. However, when you download the results to a spreadsheet,
it reverts back to order by ticket ID. I know, it doesn't make sense
GravyFace,
Being a SuperUser does not override the RT requirements for tickets.
In order for a User or (better) Group of Users to be in the dropdown box
for Owner, they MUST have the OwnTicket right. Of course, there are
a whole slew of rights to consider for change control on tickets. In
To all,
I have a need of a scrip that will take the CC adressees of an email
and make them the ticket CC's when the ticket is created via email.
Has anyone done this? Can anyone point me to an example or such a
scrip? I can write the part that recognizes an email create. I just
don't
Nick,
I don't want this for ALL my queues, just one.
Kenn
LBNL
On 4/30/2009 2:07 PM, Nick Kartsioukas wrote:
On Thu, 30 Apr 2009 14:00:18 -0700, Ken Crocker kfcroc...@lbl.gov
said:
I have a need of a scrip that will take the CC adressees of an email
and make them the ticket CC's
Ruslan,
I have over 80 Queues. I want this to work for just one Queue.
Kenn
LBNL
On 4/30/2009 2:07 PM, Ruslan Zakirov wrote:
http://wiki.bestpractical.com/view/ParseNewMessageForTicketCcs
On Fri, May 1, 2009 at 1:00 AM, Ken Crocker kfcroc...@lbl.gov wrote:
To all,
I have a need
Jerrad,
HA! If I knew what that was and I was more than a beginner in perl,
I might give it a try. I'm more of an Admin for RT that makes a few
simple changes in the form of scrips and templates (hence, my need for a
scrip). Nothing heavy. However, I'm great at clone modify efforts ;-).
Daniel,
Before anyone can really help it would be useful to have you list
each Global scrip (conditions, action, stage) and each Queue based
scrip. By seeing these, it will be easier to debug your situation.
Kenn
LBNL
On 4/29/2009 1:44 AM, Dániel Omaisz-Takács wrote:
Hi all, i have
Raed,
Would it be possible to have the priority available for being set on
the ticket create page? Without having to click the details option?
Kenn
LBNL
On 4/29/2009 8:42 AM, Raed El-Hames wrote:
Uday;
I might be mis-understanding your question, but if you are happy with
the numeric
To any and all,
I want to be able to display a message on my Modify Ticket screen
just like RT does when someone makes an error. I'd like to do it from
within a scrip. Has anyone done this and can you help me with this? Thanks.
Kenn
LBNL
___
GravyFace,
You have to have a notification scrip to notify the AdminCc or Cc
watcher in order for them to get an email. Just HAVING a Cc watcher or
AdminCc watcher doesn't get it done.
Kenn
LBNL
On 4/24/2009 11:53 AM, GravyFace wrote:
Not sure if this is the feature or security right
To any and all,
We have been scratching our collective heads over here trying to
figure out why we get two different results in RT when passing some
dates. We are converting from a legacy file and have the conversion
program using API. Here's the problem; when we pass RT a date we want to
Ruslan,
Another quick (and I hope simple) question. Can I set up RT so that
only certain queues (separate email addresses) do the parsing of cc's?
Thanks.
Kenn
LBNL
On 4/22/2009 1:10 AM, Ruslan Zakirov wrote:
On Wed, Apr 22, 2009 at 11:33 AM, Michal Svoboda p...@spatium.org wrote:
Ruslan,
OK. Thanks.
Kenn
LBNL
On 4/23/2009 11:46 AM, Ruslan Zakirov wrote:
you have to write custom code for that
On Thu, Apr 23, 2009 at 10:38 PM, Ken Crocker kfcroc...@lbl.gov wrote:
Ruslan,
Another quick (and I hope simple) question. Can I set up RT so that only
certain queues
Steve,
Yes we do. We have a process that forces a ticket to be reviewed and
approved in a single Queue before it is moved to one of 30 other queues
where the work will be done. We then have a QA WorkFlow process that
enforces the concept of QA/Acceptance Testing Approval by someone
Kieth,
Have you thought about writing a program to copy all the Bugzilla
data into flatfiles that can then be used as input to another program
that uses API to create tickets, etc? We just converted an old legacy
ticket system into RT doing just that, comments and email included.
Jon,
If the workers can be pre-assigned as owners of the ticket, you
could run a query, dump it to a spreadsheet, edit the spreadsheet and
hand that out. Just a thought.
Kenn
LBNL
On 4/22/2009 2:19 PM, Jon Baker wrote:
We use RT extensively in our organization, and we have one department
Jim,
Try defining the CF asFill in WikiText. That works better.
Kenn
LBNL
On 4/22/2009 2:06 PM, Jim Tambling wrote:
Is there anyway to format text in RTFM articles? I have created a
custom filed of type Fill in one text area but it messes up the
text. An example;
I have a couple
To all,
I'd like to have a scrip that takes the CC's on an Email that
creates a ticket and makes them CC's on the ticket. Does anyone have an
example of that they can pass back to me? Thanks.
Kenn
LBNL
___
Ruslan,
Is that available in 3.6.4?
Kenn
LBNL
On 4/21/2009 12:59 PM, Ruslan Zakirov wrote:
It's an option in the config. ParseNewMessages...
On Tue, Apr 21, 2009 at 11:14 PM, Ken Crocker kfcroc...@lbl.gov wrote:
To all,
I'd like to have a scrip that takes the CC's on an Email
, Ken Crocker kfcroc...@lbl.gov wrote:
To all,
I'd like to have a scrip that takes the CC's on an Email that
creates a ticket and makes them CC's on the ticket. Does anyone have an
example of that they can pass back to me? Thanks.
Kenn
LBNL
Ruslan,
OK. I'll have my perl guru look at it. Thanks.
Kenn
LBNL
On 4/21/2009 3:46 PM, Ruslan Zakirov wrote:
You use RTAddressRegex in search box on the wiki. And quickly find
http://wiki.bestpractical.com/view/RTAddressRegexp
On Wed, Apr 22, 2009 at 2:06 AM, Ken Crocker kfcroc
To all,
I asked this before, but got no takers. I've noticed recently, the
when I create a new ticket, the ticket display is stretched WWWAAAYY
wide, whereas all older tickets are not so wide. I can't imagine anyting
I did to do this. Has anyone had this happen to them? How do I make sure
Hi again,
I also just noticed that the fonts of what I type into a CF that is
a wikitext field is different than what is displayed on other RT fields.
Any clues?
Kenn
LBNL
On 4/15/2009 3:31 PM, Ken Crocker wrote:
To all,
I asked this before, but got no takers. I've noticed
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