[rt-users] Custom Search
Hi Everone, I want to do a search based on the following: Tickets resolved by userA and userB and userC where tickets status is resolved and ticket was created after 2009-06-01 I am able to search for one user at a time, if I do userA and UserB it searches tickets that are owned by userA and UserB Can someone help please? ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Auto respone not working
Hi, We have 2 RT systems, they both working but when I try: * adding my second RT system as a cc to my first when commenting on a ticket, * the ticket gets created on the second RT system but it does not send an auto response to the first RT system. However if I send from my mail account to the second RT system I do receive a response. I have a global scrip to on create, reply to requestors Any ideas why it would do this? Bashir ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] enable ability to forward tickets
Hi Guys, I am trying to enable the forward option on tickets, it is available on one of our rt systems but not the other. It appears with the reply / comment options above the ticket body. Thanks Bashir ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Enable sending html emails
Hi Guys, How do i enable sending html documents from RT as correspondence? Currently RT tells me the following if i do so: message body not shown because it is too large or is not plain text Thanks Bashir ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] admin cc not receiving mail
Hi, Been googling for 2 weeks with no success. I have an issue with admin cc. I am listed as admin cc of a queue. If someone adds a comment to a ticket i receive the correspondence, however if someone emails a comment the correspondence is not sent out to admin cc's Is this the standard way it should work? I would like all transacations on a particular queue to be sent to the admin cc's. Is this possible? Bashir ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Autocreated on ticket submission - Quert Builder
Point 2) That is the way it is defined. The everyone group is only allowed the Comment, Create and Reply as we auto create tickets. No user is given any direct Rights. All rights are queue specific and is assigned to groups. Point 1) there is now way I can go though 100 000 non privileged accounts and uncheck hte Allow user to Access RT Box. Please help, is there any way to add it to the RT_SiteConfig file and rerun it to disable the allow user to access RT flag? Bash -Original Message- From: Kenneth Crocker [mailto:kfcroc...@lbl.gov] Sent: 19 February 2009 07:57 PM To: Bashir Jahed Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Autocreated on ticket submission - Quert Builder Bashir, What Mike was telling you is that if the BOTTOM box is checked for a user, they can have privileges. This means that if you grant the OwnTicket right globally to Privileged users, then all these requestors that send in tickets via email will have the right to OWN a ticket, hence they appear on the drop-down. So, you can do a couple different things to resolve this. 1) Uncheck the bottom box on these Users. This could turn out to be a long, ongoing process unless you can set your RT_SiteConfig.pm file to allow them to become unprivileged users only (Top box checked ONLY). I'm not sure what that setting is, perhaps Mike knows. 2) Remove the Global settings for OwnTicket and perhaps others like TakeTicket, StealTIcket, DeleteTicket, etc. from Privileged Users or Everyone and grant those rights to groups of users. That way privileges are more defined in who can do what and your queries will run MUCH faster as well. Hopes this helps. Kenn LBNL On 2/19/2009 6:37 AM, Mike Peachey wrote: Bashir Jahed wrote: I have done the following: Checked for a specific user in the search box as owner to confirm it shows up. Then went into the specific user and unchecked /users/Access Control/Let this user access RT checkbox and confirmed that the user no longer shows up in the search box in the Owner Field Because that user is now disabled and is unable to raise tickets from that e-mail address.. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Autocreated on ticket submission - Quert Builder
Managed to fix it... Service desk created a new Queue and assigned all rights to the Everyone group for that queue... Rights flowed down and hence they were given the incorrect rights... -Original Message- From: Drew Barnes [mailto:barne...@ucrwcu.rwc.uc.edu] Sent: 20 February 2009 03:50 PM To: Bashir Jahed Cc: Kenneth Crocker; rt-users@lists.bestpractical.com Subject: Re: [rt-users] Autocreated on ticket submission - Quert Builder My understanding is that if you do this, that user will not be able to email issues into your RT instance. Is that what you want? If users are showing up in the owner box on the query page, they are getting OwnTicket from somewhere. RTx::RightsMatrix would be very helpful for tracking this down. Bashir Jahed wrote: Point 2) That is the way it is defined. The everyone group is only allowed the Comment, Create and Reply as we auto create tickets. No user is given any direct Rights. All rights are queue specific and is assigned to groups. Point 1) there is now way I can go though 100 000 non privileged accounts and uncheck hte Allow user to Access RT Box. Please help, is there any way to add it to the RT_SiteConfig file and rerun it to disable the allow user to access RT flag? Bash -Original Message- From: Kenneth Crocker [mailto:kfcroc...@lbl.gov] Sent: 19 February 2009 07:57 PM To: Bashir Jahed Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Autocreated on ticket submission - Quert Builder Bashir, What Mike was telling you is that if the BOTTOM box is checked for a user, they can have privileges. This means that if you grant the OwnTicket right globally to Privileged users, then all these requestors that send in tickets via email will have the right to OWN a ticket, hence they appear on the drop-down. So, you can do a couple different things to resolve this. 1) Uncheck the bottom box on these Users. This could turn out to be a long, ongoing process unless you can set your RT_SiteConfig.pm file to allow them to become unprivileged users only (Top box checked ONLY). I'm not sure what that setting is, perhaps Mike knows. 2) Remove the Global settings for OwnTicket and perhaps others like TakeTicket, StealTIcket, DeleteTicket, etc. from Privileged Users or Everyone and grant those rights to groups of users. That way privileges are more defined in who can do what and your queries will run MUCH faster as well. Hopes this helps. Kenn LBNL On 2/19/2009 6:37 AM, Mike Peachey wrote: Bashir Jahed wrote: I have done the following: Checked for a specific user in the search box as owner to confirm it shows up. Then went into the specific user and unchecked /users/Access Control/Let this user access RT checkbox and confirmed that the user no longer shows up in the search box in the Owner Field Because that user is now disabled and is unable to raise tickets from that e-mail address.. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Drew Barnes Applications Analyst Network Resources Department Raymond Walters College University of Cincinnati ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Autocreated on ticket submission - Quert Builder
Hi Alll, I have a problem that has shown up over the last week. It looks as if every single person who has ever submitted a ticket request has had a user autocreated. These users now how up in query builder when we try and do a search on the owner. Selecting the owner shows every single email address of every person who has ever submitted a support request. Any ideas how to prevent this from happening? RT 3.8.0 Thanks in advance bashir jahed nha | enhance 5 protea road | claremont | 7708 po box 24 | newlands | 7725 telephone +27 (21) 657-2574 mobile +27 (83) 414-0453 facsimile +27 (21) 657-2575 e-mail | messenger bashir.ja...@nha.co.za mailto:bashir.ja...@nha.co.za this message is subject to the disclaimer at www.nha.co.za/disclaimer.asp http://www.nha.co.za/disclaimer.asp or disclai...@nha.co.za mailto:disclai...@nha.co.za?subject=request%20disclaimer ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Autocreated on ticket submission - Quert Builder
Man how did this happen, all user have ticked Allow user to access RT I am assuming this is the permission problem. Problem is how do i disable thisThousands of email addresses -Original Message- From: Kenneth Marshall [mailto:k...@rice.edu] Sent: 19 February 2009 04:18 PM To: Bashir Jahed Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Autocreated on ticket submission - Quert Builder Bashir, You need to fix your permissions. Somewhere you are letting every address own a ticket. That is what determines what shows up in the pull-down. Happy hunting. Ken On Thu, Feb 19, 2009 at 04:16:07PM +0200, Bashir Jahed wrote: Hi Alll, I have a problem that has shown up over the last week. It looks as if every single person who has ever submitted a ticket request has had a user autocreated. These users now how up in query builder when we try and do a search on the owner. Selecting the owner shows every single email address of every person who has ever submitted a support request. Any ideas how to prevent this from happening? RT 3.8.0 Thanks in advance bashir jahed nha | enhance 5 protea road | claremont | 7708 po box 24 | newlands | 7725 telephone +27 (21) 657-2574 mobile +27 (83) 414-0453 facsimile +27 (21) 657-2575 e-mail | messenger bashir.ja...@nha.co.za mailto:bashir.ja...@nha.co.za this message is subject to the disclaimer at www.nha.co.za/disclaimer.asp http://www.nha.co.za/disclaimer.asp or disclai...@nha.co.za mailto:disclai...@nha.co.za?subject=request%20disclaimer ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Autocreated on ticket submission - Quert Builder
I have done the following: Checked for a specific user in the search box as owner to confirm it shows up. Then went into the specific user and unchecked /users/Access Control/Let this user access RT checkbox and confirmed that the user no longer shows up in the search box in the Owner Field They never used to show up and cannot race if anything has happened over the last week. Was on Leave and this was discovered while I was a way and nobody is claiming any responsibility So there is now way for me to find out what happened... -Original Message- From: Mike Peachey [mailto:mike.peac...@jennic.com] Sent: 19 February 2009 04:31 PM To: Bashir Jahed Cc: Kenneth Marshall; rt-users@lists.bestpractical.com Subject: Re: [rt-users] Autocreated on ticket submission - Quert Builder Bashir Jahed wrote: Man how did this happen, all user have ticked Allow user to access RT I am assuming this is the permission problem. Problem is how do i disable thisThousands of email addresses I think you're misunderstanding how the system works. In order to raise a ticket, the ticket must have a requestor. If the requestor doesn't exist as a user, the ticket can't be created. If you want someone to be able to create a ticket by email, it must auto-create an account for them based on the e-mail address. What you're seeing is normal behaviour. It would only be a problem if they were all being granted privileged user status (the checkbox for let this user be granted rights). In that case, then they would all show up in a user-selection combo box. -- Kind Regards, __ Mike Peachey, IT Tel: +44 114 281 2655 Fax: +44 114 281 2951 Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK Comp Reg No: 3191371 - Registered In England http://www.jennic.com __ ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Autocreated on ticket submission - Quert Builder
I have just removed all privileges for the Everyone group and the Privileged group has no rights assigned but still no luck. Really baffled by this one. -Original Message- From: Kenneth Crocker [mailto:kfcroc...@lbl.gov] Sent: 19 February 2009 07:57 PM To: Bashir Jahed Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Autocreated on ticket submission - Quert Builder Bashir, What Mike was telling you is that if the BOTTOM box is checked for a user, they can have privileges. This means that if you grant the OwnTicket right globally to Privileged users, then all these requestors that send in tickets via email will have the right to OWN a ticket, hence they appear on the drop-down. So, you can do a couple different things to resolve this. 1) Uncheck the bottom box on these Users. This could turn out to be a long, ongoing process unless you can set your RT_SiteConfig.pm file to allow them to become unprivileged users only (Top box checked ONLY). I'm not sure what that setting is, perhaps Mike knows. 2) Remove the Global settings for OwnTicket and perhaps others like TakeTicket, StealTIcket, DeleteTicket, etc. from Privileged Users or Everyone and grant those rights to groups of users. That way privileges are more defined in who can do what and your queries will run MUCH faster as well. Hopes this helps. Kenn LBNL On 2/19/2009 6:37 AM, Mike Peachey wrote: Bashir Jahed wrote: I have done the following: Checked for a specific user in the search box as owner to confirm it shows up. Then went into the specific user and unchecked /users/Access Control/Let this user access RT checkbox and confirmed that the user no longer shows up in the search box in the Owner Field Because that user is now disabled and is unable to raise tickets from that e-mail address.. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] View User - Dissallow tickets from being assisgned
Hi All, Is there a way in RT to disallow tickets from being assigned to a specific user? Bash bashir jahed nha | enhance 5 protea road | claremont | 7708 po box 24 | newlands | 7725 telephone +27 (21) 657-2574 mobile +27 (83) 414-0453 facsimile +27 (21) 657-2575 e-mail | messenger bashir.ja...@nha.co.za mailto:bashir.ja...@nha.co.za this message is subject to the disclaimer at www.nha.co.za/disclaimer.asp http://www.nha.co.za/disclaimer.asp or disclai...@nha.co.za mailto:disclai...@nha.co.za?subject=request%20disclaimer ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Merging 2 RT systems
Hi All, I have a request from business to merge 2 RT systems. One is RT 3.x and the other is RT 2.x Is this possible, if yes could anyone advise on best route to take? Thanks bashir jahed nha | enhance 5 protea road | claremont | 7708 po box 24 | newlands | 7725 telephone +27 (21) 657-2574 mobile +27 (83) 414-0453 facsimile +27 (21) 657-2575 e-mail | messenger bashir.ja...@nha.co.za mailto:bashir.ja...@nha.co.za this message is subject to the disclaimer at www.nha.co.za/disclaimer.asp http://www.nha.co.za/disclaimer.asp or disclai...@nha.co.za mailto:disclai...@nha.co.za?subject=request%20disclaimer ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Custom Search
Hi guys, I am stuck now Please Help... I need to be able to search for tickets created between 16h00 on a Friday afternoon and 17h00 on a Monday Morning. How would I achieve this? bashir jahed nha | enhance 5 protea road | claremont | 7708 po box 24 | newlands | 7725 telephone +27 (21) 657-2574 mobile +27 (83) 414-0453 facsimile +27 (21) 657-2575 e-mail | messenger bashir.ja...@nha.co.za mailto:bashir.ja...@nha.co.za this message is subject to the disclaimer at www.nha.co.za/disclaimer.asp http://www.nha.co.za/disclaimer.asp or disclai...@nha.co.za mailto:disclai...@nha.co.za?subject=request%20disclaimer ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] RT Cutting off Tickets
Hi, I have an issue with WEBrt, certain mail sent to rt gets cut off, below is an example, the first part is the original mail sent and the second is how RT is displaying it in the ticket. Thinking it is a syntax/formatting issue but not sure what... **ORIGINAL MAIL*** MODE:F ACTION:A Batch: 17721 92 CLM750 ,, Claims Capturing ,, 01 Member: 42300080465MR B MACMAHON 02 Claims: 6 7 03 Provider: 2603756 IVEY A T DR Trt:2603756 04 Ref: 018799 05 Referral: 06 Payee: ME 07 Total: 373.40 Opt: 423 Dp Dt From To Price CodeFees Chg Units Mu Disc P OR Disp St 08 RT 0 . ACTION: CLM757 . . ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
