[rt-users] Priority and how to change (newbie)

option to do the second. Any help is much appreciated Regards Simon Simon Dray Customer Support Engineering ANT Software Limited Cambridge Business Park, Cowley Road, Cambridge CB4 0WZ, UK Tel: +44 1223 716400 Dir: +44 1223 716476 Email: simon.d...@antplc.commailto:simon.d...@antplc.com * ANT

[rt-users] How to inhibit Ticket search facility on user by user basis

Hello, RT 3.8.2 How can I restrict who can see the search facility Tickets, I do not want some users to be able to see this facility as it lists usernames as one of the options. Regards Simon ___

[rt-users] Adding Custom fields to RT at a Glance

RT Version 3.8.2 I would like to be able to display in Highest priority tickets (RT at a Glance) a custom filed (Severity) I have looked at the work done by others but nothings seems to be upto date with 3.8.2, does anyone have a recipe or code to do this please. Regards Simon

[rt-users] Is it possible to change priority direction

Hi, The direction of priority from 0 - 99 and consequently the escalation process does not fit with our model and I would like to change it so that 0 is highest is this possible. Regards Simon Simon Dray Customer Support Engineering ANT Software Limited Cambridge Business Park, Cowley Road

[rt-users] Help needed Problems with RT::SLA (Newbie alert) setup and config

Hi We are running 3.8.2 with SLA version 2 I have added the RT::SLA and configured it in the RT_Siteconfig I have create a custom field which applies the SLA to Tickets and enabled it in the Global for Tickets, My config looks like this # SLA config Set( %RT::ServiceBusinessHours, ( 0 = {

Re: [rt-users] Help needed Problems with RT::SLA (Newbie alert) setup and config

Ruslan Hi Thanks for answering, please see comments below apologies if I am being dense this is all very new to me. -Original Message- From: Ruslan Zakirov [mailto:ruslan.zaki...@gmail.com] Sent: 24 April 2009 13:33 To: Simon Dray Cc: rt-users@lists.bestpractical.com Subject: Re: [rt

Re: [rt-users] Help needed Problems with RT::SLA (Newbie alert) setup and config

2009 13:33 To: Simon Dray Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Help needed Problems with RT::SLA (Newbie alert) setup and config 1) you should delete RT:: prefix from 3.8 config, Set( $RT::XXX, ... ); should be Set( $XXX, ... ); 2) Have you applied SLA Custom Field? I

[rt-users] SLA question

RT 3.8.2 SLA 02 Dear all I hope someone can enlighten me on this I have set up in my RT_Siteconfig.pm the following but am not sure how to call it when setting up a the customfield Set(%ServiceAgreements, ( Default = 'Info', QueueDefault = { 'General' = 'Critical', },

[rt-users] Ingest csv, xls or xml to create, modify or resolve tickets

Hi, Has anyone had to use csv,xml,plain or xls files and then ingest them into RT to Create, Change or delete I ask the question because there is no point in re-inventing the wheel if something has already been written that can be shared. Regards Simon

Re: [rt-users] Ingest csv, xls or xml to create, modify or resolve tickets

and at a given time a cronjob run the ingest process and then generates a report of what was done, bit more complex than my post indicated I know. Best regards Simon -Original Message- From: Raed El-Hames [mailto:r...@vialtus.com] Sent: 21 May 2009 11:31 To: Simon Dray Cc: RT-Users

Re: [rt-users] Ingest csv, xls or xml to create, modify or resolve tickets

Hi Is there a list anywhere of the command types for OFFLINE such as === Update-Ticket etc also UpdateType etc I really need as much information as possible to try and construct the file for ingesting into RT, I have three basic functions which are Create, Change or resolve Any help much

[rt-users] RT 3.8.3 comment

Hi, minor comment in the version box at the bottom of the screen the copyright message is out of date says RT 3.8.3 Copyright 1996-2008 Simon ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help:

[rt-users] Permission denied message when trying to update a Webui created ticket via email

Hi all I had a complaint from a user trying to update a ticket via email which was created Using the webui they received a message back saying Subject: Message not recorded: [Ticket number] Body of email Permission denied In the logs I have Sep 11 14:12:03 RT: Permission Denied

[rt-users] Problem with Custom fields not retaining the setting

RT 3.6.x Hi, I have a number of Customer fields which help track the status and other details of a ticket, when I use Customer fields or Basic to make changes the rest of the Customer fields get set back to their default state which is very very irritating does anyone know of a fix for this.

[rt-users] Help Changing the background colour of Dashboard emails

RT 3.0.6 Linux Centos MySQL I would like to change the background colour of the email sent out by Dashboard from blue to something more PDA friendly. Can someone help me please. Regards Simon Simon Dray Customer Support Engineer ANT Software Limited Tel: +44 1223 716400 Direct: +44 1223

Re: [rt-users] Help Changing the background colour of Dashboard emails

Sorry that should have read RT 3.8.6 RT 3.0.6 Linux Centos MySQL I would like to change the background colour of the email sent out by Dashboard from blue to something more PDA friendly. Can someone help me please. Regards Simon Simon Dray Customer Support Engineer ANT Software Limited Tel

[rt-users] Help required with changing SLA due dates

RT 3.8.6 SLA 0.03 Hello All I need some help I have SLA working with both Response and Resolve but need help with a scenario We set a hard date for resolution What I need to be able to do is the following If a ticket is updated with just an update for the client the clock continues to run,

Re: [rt-users] Vexed by Permission Denied

Todd You may find that you need to add modify ticket either at user or group level Simon -Original Message- From: Todd Herr [mailto:t...@theherrs.net] Sent: 17 February 2010 00:43 To: rt-users@lists.bestpractical.com Subject: [rt-users] Vexed by Permission Denied or maybe I just

Re: [rt-users] Problems after upgrade

Ulf Stupid question did you upgrade the database? Simon -Original Message- From: Ulf Zimmermann [mailto:u...@openlane.com] Sent: 17 February 2010 02:22 To: 'rt-users@lists.bestpractical.com' Subject: [rt-users] Problems after upgrade I am looking at upgrading a 6 year old

[rt-users] Help with RT 3.8.7 and AT 1.2.4b

Hi, I am in the midst of upgrading my dev system and have a hit the following issue when trying to assign permissions via Modify people related to type Asset name I get the following message in /var/log/messages Mar 31 13:35:48 x RT: Invalid right. Couldn't canonicalize right

[rt-users] Help with identifying which files to edit in RT 3.8.7 for Dashboard subsriber emails

Hi I have 3.8.7 RT, I use the Dashboard mechanism to send out reports to subscribers on a daily basis, the majority of the subscribers use handheld devices (HTC). I would like to be able to change the scripts so that the mail they receive does not have a blue background or even better is plain

Re: [rt-users] Queue q

Its only special if you are using the Approvals module -Original Message- From: Ian Pellew [mailto:ipel...@yahoo.com] Sent: 21 April 2010 12:57 To: RT List Subject: [rt-users] Queue q Is there anythinng special about __Approvals Queue ? Should it be enabled ? Discover RT's

[rt-users] Help needed with AT (Asset Tracker)

Simon Dray Customer Support Engineer ANT Software Limited Tel: +44 1223 716400 Direct: +44 1223 716476 simon.d...@antplc.com HbbTV Specification Approved By ETSI... http://www.antplc.com/pr_010710.asp * ANT LEGAL DISCLAIMER * This email and any files transmitted with it are confidential

Re: [rt-users] Help needed with AT (Asset Tracker)

[mailto:torsten.br...@kuehne-nagel.com] Sent: 08 March 2011 13:29 To: Simon Dray; RT List Subject: AW: [rt-users] Help needed with AT (Asset Tracker) Hi Simon, this should work the same way like inside RT, something like Status = 'production' AND Owner.Name LIKE 'root' (or better __CurrentUser__

Re: [rt-users] Help needed with AT (Asset Tracker)

Torsten Any help on this would be greatly appreciated. Regards Simon From: Brumm, Torsten / Kuehne + Nagel / Ham MI-ID [mailto:torsten.br...@kuehne-nagel.com] Sent: 08 March 2011 13:45 To: Simon Dray; RT List Subject: AW: [rt-users] Help needed with AT (Asset Tracker) Hi Simon, current user

[rt-users] REST API and Saved Searches

Greetings I am trying to use REAST API from excel and can do simple queries but want to use a saved search does anyone know of REST command line that can do this, I want to import the saved search out into a spreadsheet TIA Simon

Re: [rt-users] REST API and Saved Searches

[mailto:falc...@bestpractical.com] Sent: 20 August 2012 15:40 To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] REST API and Saved Searches On Fri, Aug 17, 2012 at 12:40:52PM +0100, Simon Dray wrote: I am trying to use REAST API from excel and can do simple queries but want to use

Re: [rt-users] REST API and Saved Searches

and patience Simon -Original Message- From: Kevin Falcone [mailto:falc...@bestpractical.com] Sent: 20 August 2012 17:42 To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] REST API and Saved Searches On Mon, Aug 20, 2012 at 04:02:27PM +0100, Simon Dray wrote: Thanks for taking

Re: [rt-users] Who is Doctor Helga ?

Thomas Hi When a tickets is raised by email if the user doesn’t exist it is created, these are tagged as being auto generated its not a bug. If you have a problem with tickets being created by spam and I am sure most of us have at some time since starting with RT you should put some sort of

Re: [rt-users] RTx::AssetTracker problem: Cannot add new asset

Alan Hi You need to get hold of the latest code drop for AT this has a fix in it for the button problem look for something along these lines rg1-rt-extension-assettracker-2.0.0b2-5 on https://github.com/chakatodd/rt-extension-assettracker Regards Simon From: Alan Murrell