[rt-users] RT 4.4 Assets

[Armen Tashjian]

I have not had the opportunity to upgrade to 4.4, however I was curious about 
how assets could interact with other assets.


1.  Can an asset be linked with another asset? Or can you only link assets 
with tickets?
For example, there could be two catalogs, one called "Computers" and another 
called "Monitors".  Could computer A be linked with monitor B and monitor C?


2.  Can an asset be associated with multiple people? For example, with a 
shared device.

[rt-users] Adding HTML comment with a scrip

[Armen Tashjian]

Hello,

I am trying to add a comment as a scrip with some html tags.  For example:

$self->TicketObj->Comment(Content=> "Hello", 
Type=>'text/html');

The "Type" parameter does not seem to do anything though.  Is it not possible 
to add comments as HTML using a scrip?

Thanks.

[rt-users] Advanced searches using SQL

[Armen Tashjian]

I am interested in creating searches with actual SQL.  For example, I would 
like to create a seach using "count" or "join".  These searches will eventually 
be used in dashboards.  If possible, I'd like to make some charts out of these 
searches as well.  Any ideas?

[rt-users] Prevent users from changing a ticket's priority

[Armen Tashjian]

Anyone have any information about preventing users from changing a ticket's 
priority? I would still like a user to have the ability to change the status, 
owner, and queue of a ticket.

[rt-users] REST API - How to set the content type to text/html

[Armen Tashjian]

I am currently creating tickets and commenting on tickets using the CLI.  I am 
able to define what the content type is ('text/html').  I do not see a way to 
define the content type using the REST API.  Is there a way to define what the 
text type will be?  I am using the latest version of RT.

Thanks in advance.

[rt-users] Issue with scrip order conditions.

[Armen Tashjian]

I have a few scrips on a specific queue.  The first few are "On Create" scrips, 
and the very last scrip is a "On Transaction" scrip.


>From what I can see, the "On Transaction" scrip is executing before the scrips 
>that appear before it.


Is there a way to force scrips to run in order regardless of the condition?

[rt-users] Issue with CF "SeeCustomField" Right - Doesn't work??

[Armen Tashjian]

I would like to have custom fields that are read only.  I figured that the 
"SeeCustomField" right would allow for a user to see a custom field without 
being able to modify it, however the right appears to do nothing.

If I have a Queue called General with users having the "SeeCustomField" right, 
but not the "ModifyCustomField" right, the custom fields disappear!  The only 
way I can get these custom fields visible is to grant the "ModifyCustomField."  
What is the purpose of "SeeCustomField" if "ModifyCustomField" controls both 
viewing AND modifying a CF?


I have also experimented with modifying the CF rights to grant/revoke the 
"SeeCustomField" and "ModifyCustomField" rights.  The outcome is the same.

I am using RT 4.2.9

[rt-users] Determining resolver of a ticket

[Armen Tashjian]

As far as I can see, it is not possible to search for the resolver of a ticket. 
 I have a single queue with members of different groups opening and resolving 
tickets.  I can't seem to figure out how to figure out how many tickets Group 1 
resolved vs Group 2.  Is it possible to run a SQL search instead of using RT's 
query language?

Thanks in advance.

-Armen