[rt-users] Can't see comments on tickets
Hi there, One of my users is commenting on a ticket, but the comments aren't being displayed in the history. Am I / we missing something here? It is saying Message recorded, but for the life of me, I can't see the information on the ticket. Any help much appreciated. Thanks, Berny ___ 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] Can't see comments on tickets
OK scratch that, ShowTicketComments wasn't assigned to that group for that queue. My bad. Berny 2009/4/29 Berny Stapleton be...@technology.net.au: Hi there, One of my users is commenting on a ticket, but the comments aren't being displayed in the history. Am I / we missing something here? It is saying Message recorded, but for the life of me, I can't see the information on the ticket. Any help much appreciated. Thanks, Berny ___ 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] External Authentication
The best way that I have found to do this is to run wireshark or similar on the box itself and increase the debug output on the web server. The wireshark output though will give you all the LDAP details and will show you what the server's response is. It will also show you how you are putting together your bind strings, which is usually what's wrong. Also, take a look at the AD with ldp which is part of the support tools package. You can use this to make sure that you have your DNs correct. Berny 2009/4/23 Jeff Lucas jlu...@eagleinvsys.com: I’ve configured a DEV instance of RT 3.8.2 to test AD authentication but am getting the following in my rt.log… [Thu Apr 23 19:37:58 2009] [error]: FAILED LOGIN for jeff from 10.x.x.x (/apps/rt-3.8.2-dev/share/html/autohandler:268) I do not admin and therefore do not have access to monitor things on the AD side. Is there any way I can further debug the issue via log files, etc. on my RT server? I know AD is working as I can query it using ldapsearch, however, I’m unsure if I’ve configured my RT_SiteConfig.pm correctly based on the working query. My ldapsearch command uses the following flags… -D CN=RT User,OU=Eagle Access,DC=eagleinvsys,DC=com -w password -b OU=Eagle Access,DC=eagleinvsys,DC=com I’m unsure what my “base” should be set to in RT_SiteConfig.pm since I’m using different settings for –D and –b. Also, does a user have to exist in RT (and have credentials) before the user can be authenticated via AD? Thanks. ___ 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] Time Estimate and Time Left.
Unfortunately, while mathematically correct it might not be. You might have estimated 5 hours, put 4 hours into it and come across some problems and it's now going to take you another 8. So, it depends on how you use the estimate field. 2009/4/23 Tutu bytespedit...@gmail.com: There are 3 fields in RT. Time Worked upon Time Estimate Time Left. Is Time Left not calculated from Time Estimated and Time Worked Upon for example if time worked upon is 10 Hours and Time estimated is 30 hours, the Time left should be calculated by RT as 20 hours. Is it not possible? Regards. ___ 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
[rt-users] Manager permissions
Hi all, One of our managers wants to get notified of all tickets and be able to view all tickets logged by her staff against other teams so that she can chase up the other teams when her staff are away. I have read up on delegated rights and administration of personal groups, but that's not quite what I am after. So if one of her staff logs a ticket against the infrastructure group asking for more RAM in one of her servers, she wants to know when it's going to happen for scheduling reasons, she wants to automatically see the tickets. Any information on how this might work would be appreciated, if this is somewhere and I have just skipped over it, please point me in the right direction. Thanks, Berny ___ 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] Manager permissions
Yes, she can be a pain, but in her defence, something important got dropped while one of her staff was on holidays and she got chewed for it Hmm, need to remap some fields in LDAP I think Thanks for the input, Berny 2009/4/17 Tom Lahti t...@bitstatement.net: One of our managers wants to get notified of all tickets and be able to view all tickets logged by her staff against other teams so that she can chase up the other teams when her staff are away. Baby-sitting, aka micro-managing. You gotta love people like that :) It would be nice to be able to do a saved search for Creator in group, wouldn't it? You could re-purpose a field a little bit that is searchable. Say you set the Organization field in the user records for her group to something unique, like Company name-Dept, then you can make a saved search on Requestor Organization is 'Company name-Dept' and put that on her portal page. -- -- Tom Lahti BIT Statement LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- ___ 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
