Re: [rt-users] Private Groups in RT v4.0.x or equivalent?
As far as I know, I have never seen something like private groups since we began using RT with version 3.8.x On the other hand you have groups in which you can add the users you want. I would advice you to create a group with proper privileges and to add in this group the users you need, instead of create a generic user and spread credentials. If you do what you propose, you cannot know who has done what, and every time you need to remove a user from this generic group, you will need to change its password and distribute the new one to all the users. Hope this helps. Regards, Carlos David escribió: Hi, I have a group of staff in a department that want to collaborate on some ticket(s) resolution. I was going to add a generic user, create a private group and add the particular staff to that private group. Ownership of any tickets that are going to be collaborated on would be given to the generic user. But I can't find private groups in the new install of RT 4.0.2. Until very recently we have been using 3.6 so I've lost my way. Is there a better method than the one I was going to use? I'm guessing that private groups has been depreciated in RT v4, if so is there an equivalent? Thanks. David. RT Training Sessions (http://bestpractical.com/services/training.html) * Washington DC, USA October 31 November 1, 2011 * Barcelona, Spain November 28 29, 2011 -- ___ ___ | __ __ | Carlos García MontoroIngeniero Informático |_\_Y_/_| Instituto de Física Corpuscular Centro Mixto CSIC - UV |\_] [_/| CPAN www.i-cpan.es | [_] | Edificio Institutos de Investigación webmas...@i-cpan.es |C S I C| Apartado de Correos 22085 E-46071 Valencia Tel:+34 963543706 |___| España / Spain Fax:+34 963543488 attachment: cgarcia.vcf RT Training Sessions (http://bestpractical.com/services/training.html) * Washington DC, USA October 31 November 1, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] 3.9 release schedule and set owner question
Hello Tobias, Users can't establish ticket ownership if you don't grant them to. Users can add info to their tickets if they can ReplyToTicket. You don't have to grant them ModifyTicket or StealTicket. If you do, then you grant them to set the owner of a ticket (and more...). So try to revoke ModifyTicket and StealTicket to your users and see what happens. Hope it helps, Carlos Tobias Hieta escribió: Hello, We are right now looking to implement Request Tracker at a customers place and we have been running a long test phase with limited personal involved. While the feedback have been very positive we have noted some annoyances. I installed 3.9 on a test machine the other day and to my delight a lot of the things that where noted in their feedback actually is fixed! So instead of deploying the current version we are now looking for deploying 3.9 as soon as it's available. So I just wanted to know if you guys have any feeling when you think this will be released in a non-beta way? I know that it's impossible to give hard dates, but maybe you know if it's 1 or 6 months away? The second question is something that has been bugging me a lot, why is it that there is no permission for setting the owner in a ticket? In our case our end-customer is creating the tickets directly in the web-interface, and can update it there, but all the time they can actually change the owner for the ticket and I haven't found any permission to deny that... Is this intentional or am I missing something? Would a patch with this functionality added be appreciated? Thanks, Tobias -- Tobias Hieta http://about.me/thieta -- ___ ___ | __ __ | Carlos García MontoroIngeniero Informático |_\_Y_/_| Instituto de Física Corpuscular Centro Mixto CSIC - UV |\_] [_/| CPAN www.i-cpan.es | [_] | Edificio Institutos de Investigacióncgar...@ific.uv.es |C S I C| Apartado de Correos 22085 E-46071 Valencia Tel:+34 963543706 |___| España / Spain Fax:+34 963543488 attachment: cgarcia.vcf
Re: [rt-users] emailing a group when a new ticket is filed
Add the group as a CC watcher of the queue (or ticket) that you are interested in. For queues: Configuration - Queues - QueueName - Watchers and there add your group as CC or AdminCC. For a single ticket: Display the ticket - People and there look for the group and add it as a watcher. Hope it helps. Carlos David Griffith wrote: Would someone please tell me how to go about making RT cc all members of a particular group when a ticket is filed? -- ___ ___ | __ __ | Carlos García MontoroIngeniero Informático |_\_Y_/_| Instituto de Física Corpuscular Centro Mixto CSIC - UV |\_] [_/| Servicios Informáticos | [_] | Edificio Institutos de Investigacióncgar...@ific.uv.es |C S I C| Apartado de Correos 22085 E-46071 Valencia Tel: +34 963543706 |___| España / Spain Fax: +34 963543488 attachment: cgarcia.vcf Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Create child or dependency ticket in a different queue?
Have you tried to first create hte dependant ticket on the queue that you want and then link both tickets? You can do it by clicking on Links instead of on Create. Editing Links allows you to create a link to an existing ticket (without creating a new ticket). Hence, you can choose an arbitrary ticket of any queue. I think this is the way you should proceed. Hope it works, Carlos Nick Kartsioukas wrote: When looking at the Basics display for a ticket, under Links one can click create next to each of the link types to create a new ticket that inherits the attributes of the currently-viewed ticket. However, most of these attributes can be changed such as owner, status, etc. The one that cannot be changed is what queue the new ticket will be created in...this appears to be fixed to whatever queue the current ticket is in. Has anyone succeeded in modifying RT so the new ticket can be created in a different queue? I suspect there would be problems with custom fields varying between queues, but thought I'd ask anyway... Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- ___ ___ | __ __ | Carlos García MontoroIngeniero Informático |_\_Y_/_| Instituto de Física Corpuscular Centro Mixto CSIC - UV |\_] [_/| Servicios Informáticos | [_] | Edificio Institutos de Investigacióncgar...@ific.uv.es |C S I C| Apartado de Correos 22085 E-46071 Valencia Tel: +34 963543706 |___| España / Spain Fax: +34 963543488 attachment: cgarcia.vcf Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Queues not showing/updating in QuickCreate box
When a queue is just created, it is not shown sometime. Try to log out (perhaps close your browser) and then log in. Cheers, Carlos Nick Irvine wrote: I've just changed the name of the General queue to Triage, but this is not reflected in the Quick Create box in RT at a Glance, nor in the New Ticket in [Combo box] at the top. Also, I can't select any other Queues in either of these. If I create a new ticket, it does in fact end up in the Triage Queue. Using 3.8 in from Ubuntu Karmic. -- ___ ___ | __ __ | Carlos García MontoroIngeniero Informático |_\_Y_/_| Instituto de Física Corpuscular Centro Mixto CSIC - UV |\_] [_/| Servicios Informáticos | [_] | Edificio Institutos de Investigacióncgar...@ific.uv.es |C S I C| Apartado de Correos 22085 E-46071 Valencia Tel: +34 963543706 |___| España / Spain Fax: +34 963543488 attachment: cgarcia.vcf Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] *****SPAM***** RT Group Membership Management
I reported this bug some time ago. Version 3.8.4 solved it. If you run version 3.8.4 or above, then you need SuperUser right to modify the global RT at a Glance. For more info, read the message called [Rt-announce] RT 3.8.4 Released. Hope this helps. Greetings, Carlos Joe Kirby wrote: I want to decentralize Group Membership Management to different groups of users throughout campus. I am OK with the attribute setting at the group level via Group Rights (SeeGroup, AdminGroupMemebership, ModifyOwnMembership), however it seems I have to grant the Global Group attribute ShowConfigTab attribute also and this will allow these individuals to adjust the global RT-At-a-Glance default. I was wondering if there is a way to disable this feature for these users or if this is a natural benefit of ShowConfigTab Thanks Joe Joe Kirby , Assistant Vice President, Business Systems Division of Information Technology (DoIT) Support Response - http://www.umbc.edu/oit Administration 627 Office - 410-455-3020 Email - ki...@umbc.edu Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com Spam detection software, running on the system hal.ific.uv.es, has identified this incoming email as possible spam. The original message has been attached to this so you can view it (if it isn't spam) or label similar future email. If you have any questions, see the administrator of that system for details. Content preview: I want to decentralize Group Membership Management to different groups of users throughout campus. I am OK with the attribute setting at the group level via Group Rights (SeeGroup, AdminGroupMemebership, ModifyOwnMembership), [...] Content analysis details: (5.5 points, 5.0 required) pts rule name description -- -- -0.0 SPF_HELO_PASS SPF: HELO matches SPF record 2.5 FORGED_RCVD_HELO Received: contains a forged HELO 3.0 KXLINKRR_BODY BODY: Body contains suspicious link -- ___ ___ | __ __ | Carlos García MontoroIngeniero Informático |_\_Y_/_| Instituto de Física Corpuscular Centro Mixto CSIC - UV |\_] [_/| Servicios Informáticos | [_] | Edificio Institutos de Investigacióncgar...@ific.uv.es |C S I C| Apartado de Correos 22085 E-46071 Valencia Tel: +34 963543706 |___| España / Spain Fax: +34 963543488 attachment: cgarcia.vcf Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Is this a bug or a feature? Rights to allow personal (My) saved search
Hi, We are using RT 3.8.7 and I want to allow my privileged users to save the searches that they want. In order to do that, I granted the following GLOBAL rights to my PRIVILEGED users: -CreateSavedSearch -EditSavedSearch -LoadSavedSearches -ShowSavedSearches I thought that it would be enough but actually it isn't. Some users came to me claiming that they can save searches as members of their groups, but they couldn't save personal searches (as My saved searches). I have done some research and I have concluded that in order to save personal searches, I also have to grant the global ModifySelf right. This behaviour is strange to me. I don't want my users to grant ModifySelf because I don't want them to be able to change their email addresses, but I want them to be able to save their personal searches. Isn't it an odd behaviour? As an extra in case you are interested, I explain why I don't want to grant ModifySelf right: I authenticate users through apache and pam and I get their personal information through a LDAP server, which has their usernames, emails, and so on. Every user's email (formed by his nickname) has an alias, which is what I get from LDAP. Our aliases follow some kind of standard for the whole institution, so it is easy to know which is the alias email of a user knowing his real name. Hence, I don't want to allow my users to modify their nicknames and password in RT because it wouldn't have any effect. I also don't want to allow them to modify their email addresses in RT, because they would mess everything and privileged users couldn't a priori know if a particular user is using his real email or his alias. Hope to hear from people in Best Practical. Best wishes, Carlos García Montoro -- ___ ___ | __ __ | Carlos García MontoroIngeniero Informático |_\_Y_/_| Instituto de Física Corpuscular Centro Mixto CSIC - UV |\_] [_/| Servicios Informáticos | [_] | Edificio Institutos de Investigacióncgar...@ific.uv.es |C S I C| Apartado de Correos 22085 E-46071 Valencia Tel: +34 963543706 |___| España / Spain Fax: +34 963543488 attachment: cgarcia.vcf___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Is this a bug or a feature? Rights to allow personal (My) saved search
I forgot to say that the message that my users receive when they try to save a search as a personal search is. If helps, it is: Results: Can't find a saved search to work with. Failed to create search attribute. Regards Carlos Garcia Montoro wrote: Hi, We are using RT 3.8.7 and I want to allow my privileged users to save the searches that they want. In order to do that, I granted the following GLOBAL rights to my PRIVILEGED users: -CreateSavedSearch -EditSavedSearch -LoadSavedSearches -ShowSavedSearches I thought that it would be enough but actually it isn't. Some users came to me claiming that they can save searches as members of their groups, but they couldn't save personal searches (as My saved searches). I have done some research and I have concluded that in order to save personal searches, I also have to grant the global ModifySelf right. This behaviour is strange to me. I don't want my users to grant ModifySelf because I don't want them to be able to change their email addresses, but I want them to be able to save their personal searches. Isn't it an odd behaviour? As an extra in case you are interested, I explain why I don't want to grant ModifySelf right: I authenticate users through apache and pam and I get their personal information through a LDAP server, which has their usernames, emails, and so on. Every user's email (formed by his nickname) has an alias, which is what I get from LDAP. Our aliases follow some kind of standard for the whole institution, so it is easy to know which is the alias email of a user knowing his real name. Hence, I don't want to allow my users to modify their nicknames and password in RT because it wouldn't have any effect. I also don't want to allow them to modify their email addresses in RT, because they would mess everything and privileged users couldn't a priori know if a particular user is using his real email or his alias. Hope to hear from people in Best Practical. Best wishes, Carlos García Montoro ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- ___ ___ | __ __ | Carlos García MontoroIngeniero Informático |_\_Y_/_| Instituto de Física Corpuscular Centro Mixto CSIC - UV |\_] [_/| Servicios Informáticos | [_] | Edificio Institutos de Investigacióncgar...@ific.uv.es |C S I C| Apartado de Correos 22085 E-46071 Valencia Tel: +34 963543706 |___| España / Spain Fax: +34 963543488 attachment: cgarcia.vcf___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Is there an easy way to disable attach files?
Kevin, Some time ago I asked the list if it is possible to disable the upload of attached files. You suggested to set MaxAttachmentSize to 1 and to define DropLongAttachments. I committed to you that it works, but actually it doesn't. This configuration prevents the upload of files, but it also prevents to write any message in tickets (at least when the rich text editor is activated). Just in case anybody is interested: In the end I have taken the attached files out of our RT by doing a local version of Ticket/Create.html, Ticket/ModifyAll.html and Ticket/Update.html in which I comment the code related to the upload of files (where the fields and buttons are drawn and where the file is uploaded). Hope to be helpful, Carlos Kevin Falcone wrote: On Mon, Jan 04, 2010 at 09:13:38AM +0100, Carlos Garcia Montoro wrote: Hi Kevin, list, Sorry for the late answer. I was on holidays... Your solution works. It prevents to upload files to RT but only if DropLongAttachments is defined. The only complain that I have about it is that it discard the file silently. The user sees that the upload of file has been recorded thus s/he thinks that the file is there. Only if s/he clicks the link of the file s/he can read Large attachment dropped. It is not a big issue, but I would rather warm before and I probably wouldn't record this failed upload. Unfortunately, thats going to require some coding to say that an error occurred (RT doesn't see it as an error, it just sees it as trimming your attachment to a byte) -kevin Kevin Falcone wrote: On Wed, Dec 23, 2009 at 11:29:37AM +0100, Carlos Garcia Montoro wrote: Hi, I'm being responsible to deploy RT on our institution. My boss doesn't want to allow the upload of attached files to tickets, so I'm disabling it. I thought that it would be possible though etc/RT_SiteConfig.pm. I have set MaxAttachmentSize to 0, but even with a 0 value the system let me upload files which I can later retrieve (hence they are on the database). What happens if you set this to 1 instead of 0 and also set DropLongAttachments? -kevin I now that I can copy every share/html file where there is an upload field to local/html and edit them to remove the code that shows this field, but that means at least editing 3 pages (Ticket/Create.html, Ticket/Update.html and Ticket/ModifyAll.html). Before I continue, I ask myself, and want to ask you, if there is an easier/better way to disable the upload of files. ___ 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 Spam detection software, running on the system hal.ific.uv.es, has identified this incoming email as possible spam. The original message has been attached to this so you can view it (if it isn't spam) or label similar future email. If you have any questions, see the administrator of that system for details. Content preview: On Mon, Jan 04, 2010 at 09:13:38AM +0100, Carlos Garcia Montoro wrote: Hi Kevin, list, Sorry for the late answer. I was on holidays... Your solution works. It prevents to upload files to RT but only if DropLongAttachments is defined. The only complain that I have about it is that it discard the file silently. The user sees that the upload of file has been recorded thus s/he thinks that the file is there. Only if s/he clicks the link of the file s/he can read Large attachment dropped. It is not a big issue, but I would rather warm before and I probably wouldn't record this failed upload. [...] Content analysis details: (5.5 points, 5.0 required) pts rule name description -- -- 2.5 FORGED_RCVD_HELO Received: contains a forged HELO 3.0 KXLINKRR_BODY BODY: Body contains suspicious link -- ___ ___ | __ __ | Carlos García MontoroIngeniero Informático |_\_Y_/_| Instituto de Física Corpuscular Centro Mixto CSIC - UV |\_] [_/| Servicios Informáticos | [_] | Edificio Institutos de Investigacióncgar...@ific.uv.es |C S I C| Apartado de Correos 22085 E-46071 Valencia Tel: +34 963543706 |___| España / Spain Fax: +34 963543488 attachment: cgarcia.vcf___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar
[rt-users] Automatically computing the value of a custom field or adding hyperlinks to custom fields
Hi, My institution is being enforced to calculate the costs of the services that it provides in a currency that we call Service Unit (SU for short). We have some queues that represent different kinds of work provided by us, so I have created a custom field called SU, which is applied to tickets, no matter their queue (it is applied to many different queues). Depending on the queue, the value of SU could be calculated based on the value of other custom fields. For example, let us have three queues Q1, Q2 and Q3. Tickets of Q1 have SU, CFQ1A and CFQ1B custom fields, whereas tickets of Q2 have SU and CFQ2A. Tickets of Q3 only have one custom field, which is SU. - If the queue of a ticket is Q1, then SU = CFQ1A + CFQ1B - If the queue of a ticket is Q2, then SU = 3 x CFQ2A. - If the queue of a ticket is Q3, then the value of SU should be manually introduced. This simplified problem shows what I want to do. In my real problem, there are more queues and the formulas for computing SUs are not as easy as those. I would like to compute the value of SU automatically when it is possible rather than introducing its value manually. Is there an relatively easy way to do this? Can scrips help me? If not, I would like to create at least an hyperlink near the SU custom field to a page where proprietaries of tickets can look for the formulas that they have to use based on the kind of problem (queue) they are resolving. I had the idea of using the Include page attribute of the SU custom field in order to add a link to a page where this information would be available. It works fine, but unfortunately only when the SU custom field has a value. If SU has no value (the CF is empty), then the link isn't shown. How can I always show this link? Where can I add it in order to be always present when people examine tickets? Help and advices are always welcome. Thanking you for your time, Carlos -- ___ ___ | __ __ | Carlos García MontoroIngeniero Informático |_\_Y_/_| Instituto de Física Corpuscular Centro Mixto CSIC - UV |\_] [_/| Servicios Informáticos | [_] | Edificio Institutos de Investigacióncgar...@ific.uv.es |C S I C| Apartado de Correos 22085 E-46071 Valencia Tel: +34 963543706 |___| España / Spain Fax: +34 963543488 attachment: cgarcia.vcf___ 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] How to create ticket through an e-mail message?
This page should help you: http://wiki.bestpractical.com/view/ManualEmailConfig If you properly configure RT and your email server, then you souldn't have any problem and RT will create those tickets. Take care, Carlos Wagner Pereira wrote: Hi, folks. And now, almost all of the main settings are done! But, I need to setting up my RT to create a ticket when someone send an e-mail message to it. I found this line in a blog, but I'm not sure if this is enough to make RT works properly. rt-email: |/usr/bin/rt-mailgate --queue General --action correspond --url https://localhost/rt; Thanks for any precious help. -- ___ ___ | __ __ | Carlos García MontoroIngeniero Informático |_\_Y_/_| Instituto de Física Corpuscular Centro Mixto CSIC - UV |\_] [_/| Servicios Informáticos | [_] | Edificio Institutos de Investigacióncgar...@ific.uv.es |C S I C| Apartado de Correos 22085 E-46071 Valencia Tel: +34 963543706 |___| España / Spain Fax: +34 963543488 attachment: cgarcia.vcf___ 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] How to create ticket through an e-mail message?
This page should help you: http://wiki.bestpractical.com/view/ManualEmailConfig If you properly configure RT and your email server, then you shouldn't have any problem and RT will create those tickets. Take care, Carlos Wagner Pereira wrote: Hi, folks. And now, almost all of the main settings are done! But, I need to setting up my RT to create a ticket when someone send an e-mail message to it. I found this line in a blog, but I'm not sure if this is enough to make RT works properly. rt-email: |/usr/bin/rt-mailgate --queue General --action correspond --url https://localhost/rt; Thanks for any precious help. -- ___ ___ | __ __ | Carlos García MontoroIngeniero Informático |_\_Y_/_| Instituto de Física Corpuscular Centro Mixto CSIC - UV |\_] [_/| Servicios Informáticos | [_] | Edificio Institutos de Investigacióncgar...@ific.uv.es |C S I C| Apartado de Correos 22085 E-46071 Valencia Tel: +34 963543706 |___| España / Spain Fax: +34 963543488 attachment: cgarcia.vcf___ 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] Automatically computing the value of a custom field or adding hyperlinks to custom fields
Emmanuel Lacour wrote: On Wed, Jan 13, 2010 at 12:18:15PM +0100, Carlos Garcia Montoro wrote: Hi, My institution is being enforced to calculate the costs of the services that it provides in a currency that we call Service Unit (SU for short). We have some queues that represent different kinds of work provided by us, so I have created a custom field called SU, which is applied to tickets, no matter their queue (it is applied to many different queues). Depending on the queue, the value of SU could be calculated based on the value of other custom fields. For example, let us have three queues Q1, Q2 and Q3. Tickets of Q1 have SU, CFQ1A and CFQ1B custom fields, whereas tickets of Q2 have SU and CFQ2A. Tickets of Q3 only have one custom field, which is SU. - If the queue of a ticket is Q1, then SU = CFQ1A + CFQ1B - If the queue of a ticket is Q2, then SU = 3 x CFQ2A. - If the queue of a ticket is Q3, then the value of SU should be manually introduced. This simplified problem shows what I want to do. In my real problem, there are more queues and the formulas for computing SUs are not as easy as those. I would like to compute the value of SU automatically when it is possible rather than introducing its value manually. Is there an relatively easy way to do this? Can scrips help me? Of course you can (should?) use scrips for this. Action seems easy, just set a CF value based on other CFs and queue. What is not clear is when do you need to fill this CF in the ticket life (at resolve time?). Yes, usually these CF values are established when the ticket is being resoled. Looks at http://wiki.bestpractical.com/ for scrips examples with customfields uses. Thank you for the advice. I'll do. ___ 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 -- ___ ___ | __ __ | Carlos García MontoroIngeniero Informático |_\_Y_/_| Instituto de Física Corpuscular Centro Mixto CSIC - UV |\_] [_/| Servicios Informáticos | [_] | Edificio Institutos de Investigacióncgar...@ific.uv.es |C S I C| Apartado de Correos 22085 E-46071 Valencia Tel: +34 963543706 |___| España / Spain Fax: +34 963543488 attachment: cgarcia.vcf___ 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] *****SPAM***** Re: Is there an easy way to disable attach files?
Hi Kevin, list, Sorry for the late answer. I was on holidays... Your solution works. It prevents to upload files to RT but only if DropLongAttachments is defined. The only complain that I have about it is that it discard the file silently. The user sees that the upload of file has been recorded thus s/he thinks that the file is there. Only if s/he clicks the link of the file s/he can read Large attachment dropped. It is not a big issue, but I would rather warm before and I probably wouldn't record this failed upload. Thanking you for your help, Carlos Kevin Falcone wrote: On Wed, Dec 23, 2009 at 11:29:37AM +0100, Carlos Garcia Montoro wrote: Hi, I'm being responsible to deploy RT on our institution. My boss doesn't want to allow the upload of attached files to tickets, so I'm disabling it. I thought that it would be possible though etc/RT_SiteConfig.pm. I have set MaxAttachmentSize to 0, but even with a 0 value the system let me upload files which I can later retrieve (hence they are on the database). What happens if you set this to 1 instead of 0 and also set DropLongAttachments? -kevin I now that I can copy every share/html file where there is an upload field to local/html and edit them to remove the code that shows this field, but that means at least editing 3 pages (Ticket/Create.html, Ticket/Update.html and Ticket/ModifyAll.html). Before I continue, I ask myself, and want to ask you, if there is an easier/better way to disable the upload of files. ___ 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 Spam detection software, running on the system hal.ific.uv.es, has identified this incoming email as possible spam. The original message has been attached to this so you can view it (if it isn't spam) or label similar future email. If you have any questions, see the administrator of that system for details. Content preview: On Wed, Dec 23, 2009 at 11:29:37AM +0100, Carlos Garcia Montoro wrote: Hi, I'm being responsible to deploy RT on our institution. My boss doesn't want to allow the upload of attached files to tickets, so I'm disabling it. I thought that it would be possible though etc/RT_SiteConfig.pm. I have set MaxAttachmentSize to 0, but even with a 0 value the system let me upload files which I can later retrieve (hence they are on the database). [...] Content analysis details: (5.5 points, 5.0 required) pts rule name description -- -- 2.5 FORGED_RCVD_HELO Received: contains a forged HELO 3.0 KXLINKRR_BODY BODY: Body contains suspicious link -- ___ ___ | __ __ | Carlos García MontoroIngeniero Informático |_\_Y_/_| Instituto de Física Corpuscular Centro Mixto CSIC - UV |\_] [_/| Servicios Informáticos | [_] | Edificio Institutos de Investigacióncgar...@ific.uv.es |C S I C| Apartado de Correos 22085 E-46071 Valencia Tel: +34 963543706 |___| España / Spain Fax: +34 963543488 attachment: cgarcia.vcf___ 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] Is there an easy way to disable attach files?
Hi, I'm being responsible to deploy RT on our institution. My boss doesn't want to allow the upload of attached files to tickets, so I'm disabling it. I thought that it would be possible though etc/RT_SiteConfig.pm. I have set MaxAttachmentSize to 0, but even with a 0 value the system let me upload files which I can later retrieve (hence they are on the database). I now that I can copy every share/html file where there is an upload field to local/html and edit them to remove the code that shows this field, but that means at least editing 3 pages (Ticket/Create.html, Ticket/Update.html and Ticket/ModifyAll.html). Before I continue, I ask myself, and want to ask you, if there is an easier/better way to disable the upload of files. Any advice is, as always, very welcome. Regards, and Marry Christmas, Carlos -- ___ ___ | __ __ | Carlos García MontoroIngeniero Informático |_\_Y_/_| Instituto de Física Corpuscular Centro Mixto CSIC - UV |\_] [_/| Servicios Informáticos | [_] | Edificio Institutos de Investigacióncgar...@ific.uv.es |C S I C| Apartado de Correos 22085 E-46071 Valencia Tel: +34 963543706 |___| España / Spain Fax: +34 963543488 attachment: cgarcia.vcf___ 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] Scrip to automatically set Owner based on a Custom Field
I did something similar. If the custom field had a particular value,
then the owner had to be a particular user. I did it using this scrip:
Custom condition:
if ($self-TransactionObj-Type eq 'Create'
$self-TicketObj-FirstCustomFieldValue('Product') eq 'Product A') {
return 1;
}
return 0;
Custom Action:
$self-TicketObj-SetOwner('John Smith');
return 1;
Hope it helps,
Carlos
Emmanuel Lacour wrote:
On Thu, Oct 29, 2009 at 04:50:47PM -0700, jrummel wrote:
Hi everyone,
I have a select-one Custom Field called Product with 5 products in it.
Based on what product is selected (on create), I would like a specific user
to be set as the Owner (ex: ticket is created with Product A selected, so
John Smith works on Product A, thus should automatically be the Owner).
Does anyone know the what my Custom Action would look like to accomplish
this?
You should use two customfields, one ticket customfield used to set the
product for the ticket, another _user_ customfield to set the list of
product a user works on in the user profile. Then your action will
compare those values and set the owner.
Here is a not tested code to help you:
my $Ticket = $self-TicketObj;
# Get products selected for this ticket
my $T_product = $Ticket-FirstCustomFieldValue ( 'Product' );
# Try to find a User with this product
my $user_found = undef;
my $Users = RT::Users-new ( $RT::SystemUser );
while ( my $User = $Users-Next () )
{
my $U_products = $User-CustomFieldValues ( 'Products' );
while ( my $product = $U_products-Next )
{
if ( $product-Content eq $T_product )
{
$user_found = $User;
last;
}
}
}
if ( $user_found $user_found-Id ) {
$RT::Logger-debug(User .$user_found-Name. found for product .$T_product.
Ticket .$Ticket-Id );
$Ticket-SetOwner( $user_found );
} else {
return 0;
}
return 1;
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___ ___
| __ __ | Carlos García MontoroIngeniero Informático
|_\_Y_/_| Instituto de Física Corpuscular Centro Mixto CSIC - UV
|\_] [_/| Servicios Informáticos
| [_] | Edificio Institutos de Investigacióncgar...@ific.uv.es
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[rt-users] How to delete a dashboard?
Hello, I have been playing an training with RT for a while and now it is time to get it to the real workload. I created lots of tickets, users, groups,... and I tuned their privileges while training. Now it is time to clear the database, but not all. I want to save the groups and grants that I configured, but I want to delete stuff such as testing tickets, some custom fields, or some dashboards. I configured Shredder and I have succeed deleting tickets. I haven't deleted custom fields yet but I have found that selecting Objects in Shredder there is a form which has a CustomField field. Unfortunately, there is no Dashboard field. Is there any way to delete dashboards? How to do it? It should be easy, almost trivial, but now I don't see the way to do it. Thanking you, Carlos -- ___ ___ | __ __ | Carlos García MontoroIngeniero Informático |_\_Y_/_| Instituto de Física Corpuscular Centro Mixto CSIC - UV |\_] [_/| Servicios Informáticos | [_] | Edificio Institutos de Investigacióncgar...@ific.uv.es |C S I C| Apartado de Correos 22085 E-46071 Valencia Tel: +34 963543706 |___| España / Spain Fax: +34 963543488 attachment: cgarcia.vcf___ 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] Viewing user profiles without modification rights?
You don't have to give the AdminUsers right. I think it is enough givinig the Global ShowConfigTab right for the users who can see others profile. Giving this right allows them to see the profile of others but not to modify them unless you also grant AdminUser or any other grant. On the other hand, giving this right also allows them to see almost any other configuration (but not modifying it unless you give additional rights, so be careful). Take care, Carlos Johnathan Bell wrote: I thought there was some way for ticket responders to view the information about the user who requested the ticket, specifically, the user's profile. However, I can't see that anywhere. I know that I can turn on the AdminUsers right, but I don't really want to give out the ability to modify a user's profile, just view it. Is this possible? What do I need to do? Thanks, Johnathan -- Johnathan Bell Internet System Administrator, Baker College ___ 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 -- ___ ___ | __ __ | Carlos García MontoroIngeniero Informático |_\_Y_/_| Instituto de Física Corpuscular Centro Mixto CSIC - UV |\_] [_/| Servicios Informáticos | [_] | Edificio Institutos de Investigacióncgar...@ific.uv.es |C S I C| Apartado de Correos 22085 E-46071 Valencia Tel: +34 963543706 |___| España / Spain Fax: +34 963543488 begin:vcard fn;quoted-printable:Carlos Garc=C3=ADa Montoro n;quoted-printable:Garc=C3=ADa Montoro;Carlos org;quoted-printable;quoted-printable:Instituto de F=C3=ADsica Corpuscular;Servicios Inform=C3=A1ticos adr;quoted-printable:Apartado de Correos 22085;;Edificio Institutos de Investigaci=C3=B3n;Valencia;Valencia;E-46071;Spain email;internet:carlos.gar...@ific.uv.es tel;work:(+34) 96 354 37 06 x-mozilla-html:TRUE version:2.1 end:vcard ___ 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] *****SPAM***** Re: Custom Fields per queue
Yes, it is. You only have to define the custom field (Configuration-Custom Fields) and ensure that it Applies to Tickets when you create or modify it. Then go to the link Applies to just above, in the upper menu bar, and check the queues where you want to apply the custom field. Alternatively, you can perform this second step in the queue configuration (Configuration - Queues - [Queue Name]- Ticket Custom Field) and check the custom fields that you want to apply to this queue. So it works for me in RT 3.8.4. Regards, Carlos Rich West wrote: By correct result, I meant that it would do what I was trying for: o Custom Field associated to all tickets regardless of queue o Custom field associated to all tickets in queue A o Custom field associated to all tickets in queue B Is this possible? -Rich On Wed, 08 Jul 2009 14:06:54 -0700, Kevin Gagel wrote: I'm not sure what you mean by correct result. But I recently figured out a problem I was having with queues and custom fields. Mine related more to a dashboard's ability to see the custom field. It seems that if the custom field is a queue only field then the dashboard cannot be setup to show a column using that custom field. On the other hand if the custom field is setup as a global field it shows up readily as choice for a column to be picked as displayable in the dashboard. I've setup my install so that custom fields intended for a queue are only there and ones that should be in all queues are globally setup. Perhaps that is what you need to do... ___ 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 Spam detection software, running on the system hal.ific.uv.es, has identified this incoming email as possible spam. The original message has been attached to this so you can view it (if it isn't spam) or label similar future email. If you have any questions, see the administrator of that system for details. Content preview: By correct result, I meant that it would do what I was trying for: o Custom Field associated to all tickets regardless of queue o Custom field associated to all tickets in queue A o Custom field associated to all tickets in queue B [...] Content analysis details: (5.5 points, 5.0 required) pts rule name description -- -- 2.5 FORGED_RCVD_HELO Received: contains a forged HELO 3.0 KXLINKRR_BODY BODY: Body contains suspicious link -- ___ ___ | __ __ | Carlos García MontoroIngeniero Informático |_\_Y_/_| Instituto de Física Corpuscular Centro Mixto CSIC - UV |\_] [_/| Servicios Informáticos | [_] | Edificio Institutos de Investigacióncgar...@ific.uv.es |C S I C| Apartado de Correos 22085 E-46071 Valencia Tel: +34 963543706 |___| España / Spain Fax: +34 963543488 begin:vcard fn;quoted-printable:Carlos Garc=C3=ADa Montoro n;quoted-printable:Garc=C3=ADa Montoro;Carlos org;quoted-printable;quoted-printable:Instituto de F=C3=ADsica Corpuscular;Servicios Inform=C3=A1ticos adr;quoted-printable:Apartado de Correos 22085;;Edificio Institutos de Investigaci=C3=B3n;Valencia;Valencia;E-46071;Spain email;internet:carlos.gar...@ific.uv.es tel;work:(+34) 96 354 37 06 x-mozilla-html:TRUE version:2.1 end:vcard ___ 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] Custom Fields per queue
Hi Kevin, Version 3.8.4 allows you to show custom fields per queue in dashboards, even if they are not global custom fields. In order to do that, you have to create a query which should show the custom field you want as part of its result (ensure that you select the column you want as part of the Display Columns when you are generating the query). Then you only have to use this query as part of your dashboard, and it will show the custom field you want. If it doesn't work for you, perhaps it is the version of RT you are using, or perhaps you have a Rights issue, but I don't think so... Good luck and regards. Carlos Kevin Gagel wrote: I'm not sure what you mean by correct result. But I recently figured out a problem I was having with queues and custom fields. Mine related more to a dashboard's ability to see the custom field. It seems that if the custom field is a queue only field then the dashboard cannot be setup to show a column using that custom field. On the other hand if the custom field is setup as a global field it shows up readily as choice for a column to be picked as displayable in the dashboard. I've setup my install so that custom fields intended for a queue are only there and ones that should be in all queues are globally setup. Perhaps that is what you need to do... Kevin W. Gagel Network Administrator Local 5448 My blog: http://mail.cnc.bc.ca/blogs/gagel My shared files: http://mail.cnc.bc.ca/users/gagel --- Original message --- Subject: [rt-users] Custom Fields per queue From: Rich West rich.w...@wesmo.com To: RT-Users@lists.bestpractical.com Date: 08/07/2009 1:52 PM We are ramping up our RT install here to provide more expanded services. I did the original install (I seem to install this at every job I go to), but it is now getting handed off to another manager, and, with my help, we are adjusting it to fit a working model that he has built. I've been using RT for years (and years.. and years.. and years..), and even encouraged the guys here to buy the book (two copies) so as to train them on the inner workings of the interface. We are now at the point where we want certain custom fields for the different queues. We have about 8 different queues that we support and we are trying to apply custom fields to different queues. For example, we have defined one custom field pull-down called Priority with several options that we want applied to all of the queues, one custom field called IT Category with a pull down of several options that we want applied to our Desktop Support queue, and one custom field called IDX Category with a pull down of several options that we want applied to our Applications queue. The web interface seems rather straight forward once you work through it a couple of times, but I cannot seem to have the correct end result. Am I missing something here? Thanks! -Rich RT 3.8.4 ___ 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 -- ___ ___ | __ __ | Carlos García MontoroIngeniero Informático |_\_Y_/_| Instituto de Física Corpuscular Centro Mixto CSIC - UV |\_] [_/| Servicios Informáticos | [_] | Edificio Institutos de Investigacióncgar...@ific.uv.es |C S I C| Apartado de Correos 22085 E-46071 Valencia Tel: +34 963543706 |___| España / Spain Fax: +34 963543488 begin:vcard fn;quoted-printable:Carlos Garc=C3=ADa Montoro n;quoted-printable:Garc=C3=ADa Montoro;Carlos org;quoted-printable;quoted-printable:Instituto de F=C3=ADsica Corpuscular;Servicios Inform=C3=A1ticos adr;quoted-printable:Apartado de Correos 22085;;Edificio Institutos de Investigaci=C3=B3n;Valencia;Valencia;E-46071;Spain email;internet:carlos.gar...@ific.uv.es tel;work:(+34) 96 354 37 06 x-mozilla-html:TRUE version:2.1 end:vcard ___ 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] Rights issue on Configuration - Global - RT at a glance on RT 3.8.2
Jo and Kenn, Thank you for your comments about this issue. In the end it was a bug of RT. Fortunately, I created a ticket on http://rt3.fsck.com/ and the people from Best Practical (I think that they were Kevin Falcone and Jesse Vincent) put their hands on it immediately and they have just solved this /*security bug*/. This is part of the message posted by Kevin Falcone: The most important fix is that RT now requires the SuperUser right to edit global RT at a Glance. In all previous 3.8 releases, the ShowConfigTab right unintentionally enabled this. If you have not granted this right to any non-administrative user, then this issue should not affect you. You can read the whole in the message RT 3.8.4 Released written by Kevin. So, you probably should consider either to patch your current installation or to upgrade it. Kenn, Jo, thank you again for your help and comments, and thanks to the people of bestpractical. Best wishes, Carlos Ken Crocker wrote: Carlos, I'm with Jo on this one. We are on 3.6.4 and I have over 100 users and the majority of them do /*NOT*/ have the ShowConfigTab right yet they /*ALL*/ can modify their RT at a Glance settings. Kenn LBNL On 6/5/2009 3:13 AM, Jo Rhett wrote: Are you sure it's the global RT At a Glance? It seems everyone can modify it for themselves... On Jun 5, 2009, at 12:55 AM, Carlos Garcia Montoro wrote: Hi Kenn, hi everybody, Thank you for your answer. I was expecting the same behaviour as you. But for my unpleasant surprise, a user who only has - ShowConfigTab global right for himself. - ShowAprovalsTab global right for Privileged users. And - CreateTicket and SeeQueue in some queues as Everyone's rights in those queues. can do nothing harmful with the single exception of modifying the global RT at a glance. This behaviour has surprised me probably as much as you. Because of it, I want that someone else checks this configuration in order to see whether it is my fault (I am doing something wrong) or it is a RT bug (this happens to everybody, but it shouldn't). Greetings, Carlos PS: I found somewhere a RT installation for testing purposes, but users grants, 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 ShowTemplate and ModifyTemplate) in order to see/modify templates and I'm sure the same situation exists for other objects to be modified. Kenn LBNL On 6/4/2009 2:54 AM, Carlos Garcia Montoro wrote: Sorry for posting this twice, but I'm trying to make it shorter. Please, can anyone confirm me that a user who only has the global right ShowConfigTab is able to modify the global RT at a glance? I'm using RT 3.8.2 and I would like to know if either I'm doing something wrong or this is the expected behaviour. If this were the second case, should this be considered a bug? For a longer explanation, attached you can find my previous message. Thanking you in advance, Carlos Subject: [rt-users] Rights issue on Configuration - Global - RT at a glance on RT 3.8.2 From: Carlos Garcia Montoro cgar...@ific.uv.es Date: Fri, 29 May 2009 12:18:06 +0200 To: rt-users@lists.bestpractical.com To: rt-users@lists.bestpractical.com Hello, I've a question/request about RT that I have been neither able to resolve from myself, nor have I found it at the RT wiki or googling this mailing list. I'm newbie using RT. I'm installing an organizational RT (ver. 3.8.2). We have some departments that are autonomous of each other. Thus, I want to grant some privileges for every admin group of each department. I want to allow them to handle their own queues, groups, etc. But I also want not to allow them to modify others space. I have achieved this configuration, i.e. admins are only able to see their groups, admins can see all queues but they are only allowed to modify some properties (Cc, AdminCc,...) of their own queues but not other queues. In order to do that I have granted them the global right ShowConfigTab. Otherwise they had rights but they couldn't use them (they couldn't modify group membership of their groups,...). The problem I'm suffering is this: When I grant the ShowConfigTab right to a user or group, I'm also granting privileges to modify the global RT at a glance. Let me show an example: Let me create a user foo who can be granted rights (Let this user be granted rights is checked). This new user isn't a member of any group, so he has no right rather than Everyone and Privileged. At this moment, global rights for these groups are the default (no global right for Everyone, and only ShowApprovalsTab for Privileged). In some queues Everyone has two rights CreateTicket and SeeQueue
Re: [rt-users] Rights issue on Configuration - Global - RT at a glance on RT 3.8.2
PS: It seems to me that Shawn Moore also worked on fixing it. Carlos Carlos Garcia Montoro wrote: Jo and Kenn, Thank you for your comments about this issue. In the end it was a bug of RT. Fortunately, I created a ticket on http://rt3.fsck.com/ and the people from Best Practical (I think that they were Kevin Falcone and Jesse Vincent) put their hands on it immediately and they have just solved this /*security bug*/. This is part of the message posted by Kevin Falcone: The most important fix is that RT now requires the SuperUser right to edit global RT at a Glance. In all previous 3.8 releases, the ShowConfigTab right unintentionally enabled this. If you have not granted this right to any non-administrative user, then this issue should not affect you. You can read the whole in the message RT 3.8.4 Released written by Kevin. So, you probably should consider either to patch your current installation or to upgrade it. Kenn, Jo, thank you again for your help and comments, and thanks to the people of bestpractical. Best wishes, Carlos Ken Crocker wrote: Carlos, I'm with Jo on this one. We are on 3.6.4 and I have over 100 users and the majority of them do /*NOT*/ have the ShowConfigTab right yet they /*ALL*/ can modify their RT at a Glance settings. Kenn LBNL On 6/5/2009 3:13 AM, Jo Rhett wrote: Are you sure it's the global RT At a Glance? It seems everyone can modify it for themselves... On Jun 5, 2009, at 12:55 AM, Carlos Garcia Montoro wrote: Hi Kenn, hi everybody, Thank you for your answer. I was expecting the same behaviour as you. But for my unpleasant surprise, a user who only has - ShowConfigTab global right for himself. - ShowAprovalsTab global right for Privileged users. And - CreateTicket and SeeQueue in some queues as Everyone's rights in those queues. can do nothing harmful with the single exception of modifying the global RT at a glance. This behaviour has surprised me probably as much as you. Because of it, I want that someone else checks this configuration in order to see whether it is my fault (I am doing something wrong) or it is a RT bug (this happens to everybody, but it shouldn't). Greetings, Carlos PS: I found somewhere a RT installation for testing purposes, but users grants, 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 ShowTemplate and ModifyTemplate) in order to see/modify templates and I'm sure the same situation exists for other objects to be modified. Kenn LBNL On 6/4/2009 2:54 AM, Carlos Garcia Montoro wrote: Sorry for posting this twice, but I'm trying to make it shorter. Please, can anyone confirm me that a user who only has the global right ShowConfigTab is able to modify the global RT at a glance? I'm using RT 3.8.2 and I would like to know if either I'm doing something wrong or this is the expected behaviour. If this were the second case, should this be considered a bug? For a longer explanation, attached you can find my previous message. Thanking you in advance, Carlos Subject: [rt-users] Rights issue on Configuration - Global - RT at a glance on RT 3.8.2 From: Carlos Garcia Montoro cgar...@ific.uv.es Date: Fri, 29 May 2009 12:18:06 +0200 To: rt-users@lists.bestpractical.com To: rt-users@lists.bestpractical.com Hello, I've a question/request about RT that I have been neither able to resolve from myself, nor have I found it at the RT wiki or googling this mailing list. I'm newbie using RT. I'm installing an organizational RT (ver. 3.8.2). We have some departments that are autonomous of each other. Thus, I want to grant some privileges for every admin group of each department. I want to allow them to handle their own queues, groups, etc. But I also want not to allow them to modify others space. I have achieved this configuration, i.e. admins are only able to see their groups, admins can see all queues but they are only allowed to modify some properties (Cc, AdminCc,...) of their own queues but not other queues. In order to do that I have granted them the global right ShowConfigTab. Otherwise they had rights but they couldn't use them (they couldn't modify group membership of their groups,...). The problem I'm suffering is this: When I grant the ShowConfigTab right to a user or group, I'm also granting privileges to modify the global RT at a glance. Let me show an example: Let me create a user foo who can be granted rights (Let this user be granted rights is checked). This new user isn't a member of any group, so he has no right rather than Everyone and Privileged. At this moment, global rights for these groups are the default (no global right for Everyone
Re: [rt-users] Rights issue on Configuration - Global - RT at a glance on RT 3.8.2
I wanted to grant ShowConfigTab only for a few users who are group directors at my institution, but I don't want that doing so, they can modify the /*GLOBAL*/ RT at a glance, as they can do, if they have this single right. Jo, I'm sure that it is the global RT at a glance, because I'm following these steps: Configuration - Global - RT at a glance and because if any user who has the ShowConfigTab changes something there, you logout and log in as another user, the RT at a glance of the second user has changed. Kenn, the problem is not htat they can change their own RT at a glance. The problem is that they can change the global RT at a glance... Perhaps I'm missing something, but at the moment, I don't know what it is. Thank you again, Carlos Ken Crocker wrote: Carlos, I'm with Jo on this one. We are on 3.6.4 and I have over 100 users and the majority of them do /*NOT*/ have the ShowConfigTab right yet they /*ALL*/ can modify their RT at a Glance settings. Kenn LBNL On 6/5/2009 3:13 AM, Jo Rhett wrote: Are you sure it's the global RT At a Glance? It seems everyone can modify it for themselves... On Jun 5, 2009, at 12:55 AM, Carlos Garcia Montoro wrote: Hi Kenn, hi everybody, Thank you for your answer. I was expecting the same behaviour as you. But for my unpleasant surprise, a user who only has - ShowConfigTab global right for himself. - ShowAprovalsTab global right for Privileged users. And - CreateTicket and SeeQueue in some queues as Everyone's rights in those queues. can do nothing harmful with the single exception of modifying the global RT at a glance. This behaviour has surprised me probably as much as you. Because of it, I want that someone else checks this configuration in order to see whether it is my fault (I am doing something wrong) or it is a RT bug (this happens to everybody, but it shouldn't). Greetings, Carlos PS: I found somewhere a RT installation for testing purposes, but users grants, 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 ShowTemplate and ModifyTemplate) in order to see/modify templates and I'm sure the same situation exists for other objects to be modified. Kenn LBNL On 6/4/2009 2:54 AM, Carlos Garcia Montoro wrote: Sorry for posting this twice, but I'm trying to make it shorter. Please, can anyone confirm me that a user who only has the global right ShowConfigTab is able to modify the global RT at a glance? I'm using RT 3.8.2 and I would like to know if either I'm doing something wrong or this is the expected behaviour. If this were the second case, should this be considered a bug? For a longer explanation, attached you can find my previous message. Thanking you in advance, Carlos Subject: [rt-users] Rights issue on Configuration - Global - RT at a glance on RT 3.8.2 From: Carlos Garcia Montoro cgar...@ific.uv.es Date: Fri, 29 May 2009 12:18:06 +0200 To: rt-users@lists.bestpractical.com To: rt-users@lists.bestpractical.com Hello, I've a question/request about RT that I have been neither able to resolve from myself, nor have I found it at the RT wiki or googling this mailing list. I'm newbie using RT. I'm installing an organizational RT (ver. 3.8.2). We have some departments that are autonomous of each other. Thus, I want to grant some privileges for every admin group of each department. I want to allow them to handle their own queues, groups, etc. But I also want not to allow them to modify others space. I have achieved this configuration, i.e. admins are only able to see their groups, admins can see all queues but they are only allowed to modify some properties (Cc, AdminCc,...) of their own queues but not other queues. In order to do that I have granted them the global right ShowConfigTab. Otherwise they had rights but they couldn't use them (they couldn't modify group membership of their groups,...). The problem I'm suffering is this: When I grant the ShowConfigTab right to a user or group, I'm also granting privileges to modify the global RT at a glance. Let me show an example: Let me create a user foo who can be granted rights (Let this user be granted rights is checked). This new user isn't a member of any group, so he has no right rather than Everyone and Privileged. At this moment, global rights for these groups are the default (no global right for Everyone, and only ShowApprovalsTab for Privileged). In some queues Everyone has two rights CreateTicket and SeeQueue, but as far as I know they only grant privileges for creating a new ticket in these queues. Let this user be granted the global ShowConfigTab right ( Configuration - Global - User Rights
Re: [rt-users] Rights issue on Configuration - Global - RT at a glance on RT 3.8.2
Hi Kenn, hi everybody, Thank you for your answer. I was expecting the same behaviour as you. But for my unpleasant surprise, a user who only has - ShowConfigTab global right for himself. - ShowAprovalsTab global right for Privileged users. And - CreateTicket and SeeQueue in some queues as Everyone's rights in those queues. can do nothing harmful with the single exception of modifying the global RT at a glance. This behaviour has surprised me probably as much as you. Because of it, I want that someone else checks this configuration in order to see whether it is my fault (I am doing something wrong) or it is a RT bug (this happens to everybody, but it shouldn't). Greetings, Carlos PS: I found somewhere a RT installation for testing purposes, but users grants, 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 ShowTemplate and ModifyTemplate) in order to see/modify templates and I'm sure the same situation exists for other objects to be modified. Kenn LBNL On 6/4/2009 2:54 AM, Carlos Garcia Montoro wrote: Sorry for posting this twice, but I'm trying to make it shorter. Please, can anyone confirm me that a user who only has the global right ShowConfigTab is able to modify the global RT at a glance? I'm using RT 3.8.2 and I would like to know if either I'm doing something wrong or this is the expected behaviour. If this were the second case, should this be considered a bug? For a longer explanation, attached you can find my previous message. Thanking you in advance, Carlos Subject: [rt-users] Rights issue on Configuration - Global - RT at a glance on RT 3.8.2 From: Carlos Garcia Montoro cgar...@ific.uv.es Date: Fri, 29 May 2009 12:18:06 +0200 To: rt-users@lists.bestpractical.com To: rt-users@lists.bestpractical.com Hello, I've a question/request about RT that I have been neither able to resolve from myself, nor have I found it at the RT wiki or googling this mailing list. I'm newbie using RT. I'm installing an organizational RT (ver. 3.8.2). We have some departments that are autonomous of each other. Thus, I want to grant some privileges for every admin group of each department. I want to allow them to handle their own queues, groups, etc. But I also want not to allow them to modify others space. I have achieved this configuration, i.e. admins are only able to see their groups, admins can see all queues but they are only allowed to modify some properties (Cc, AdminCc,...) of their own queues but not other queues. In order to do that I have granted them the global right ShowConfigTab. Otherwise they had rights but they couldn't use them (they couldn't modify group membership of their groups,...). The problem I'm suffering is this: When I grant the ShowConfigTab right to a user or group, I'm also granting privileges to modify the global RT at a glance. Let me show an example: Let me create a user foo who can be granted rights (Let this user be granted rights is checked). This new user isn't a member of any group, so he has no right rather than Everyone and Privileged. At this moment, global rights for these groups are the default (no global right for Everyone, and only ShowApprovalsTab for Privileged). In some queues Everyone has two rights CreateTicket and SeeQueue, but as far as I know they only grant privileges for creating a new ticket in these queues. Let this user be granted the global ShowConfigTab right ( Configuration - Global - User Rights, and there foo is granted to ShowConfigTab). Now let foo log in. This user can see the configuration tab, but he can't modify anything since he is not allowed to. If he tries to modify anything RT won't allow it and foo will read a permission denied message. But if foo goes to Configuration - Global - RT at a glance and there he deletes QuickCreate, RT allows it saying Global portlet body saved.. Now let the privileged user bar log in. The RT at a glance of bar has no longer the QuickCreate frame when it previously had it. Hence, I don't want to grant foo the right of modifying the global RT at a glance! Is it the expected behaviour? Am I missing anything or doing something wrong? Thank you, Carlos ___ 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
Re: [rt-users] Rights issue on Configuration - Global - RT at a glance on RT 3.8.2
Yes. Everyone who is allowed to ShowConfigTab can modify the global RT at a glance, modifying other's homepage. I find it ugly... Carlos Jo Rhett wrote: Are you sure it's the global RT At a Glance? It seems everyone can modify it for themselves... On Jun 5, 2009, at 12:55 AM, Carlos Garcia Montoro wrote: Hi Kenn, hi everybody, Thank you for your answer. I was expecting the same behaviour as you. But for my unpleasant surprise, a user who only has - ShowConfigTab global right for himself. - ShowAprovalsTab global right for Privileged users. And - CreateTicket and SeeQueue in some queues as Everyone's rights in those queues. can do nothing harmful with the single exception of modifying the global RT at a glance. This behaviour has surprised me probably as much as you. Because of it, I want that someone else checks this configuration in order to see whether it is my fault (I am doing something wrong) or it is a RT bug (this happens to everybody, but it shouldn't). Greetings, Carlos PS: I found somewhere a RT installation for testing purposes, but users grants, 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 ShowTemplate and ModifyTemplate) in order to see/modify templates and I'm sure the same situation exists for other objects to be modified. Kenn LBNL On 6/4/2009 2:54 AM, Carlos Garcia Montoro wrote: Sorry for posting this twice, but I'm trying to make it shorter. Please, can anyone confirm me that a user who only has the global right ShowConfigTab is able to modify the global RT at a glance? I'm using RT 3.8.2 and I would like to know if either I'm doing something wrong or this is the expected behaviour. If this were the second case, should this be considered a bug? For a longer explanation, attached you can find my previous message. Thanking you in advance, Carlos Subject: [rt-users] Rights issue on Configuration - Global - RT at a glance on RT 3.8.2 From: Carlos Garcia Montoro cgar...@ific.uv.es Date: Fri, 29 May 2009 12:18:06 +0200 To: rt-users@lists.bestpractical.com To: rt-users@lists.bestpractical.com Hello, I've a question/request about RT that I have been neither able to resolve from myself, nor have I found it at the RT wiki or googling this mailing list. I'm newbie using RT. I'm installing an organizational RT (ver. 3.8.2). We have some departments that are autonomous of each other. Thus, I want to grant some privileges for every admin group of each department. I want to allow them to handle their own queues, groups, etc. But I also want not to allow them to modify others space. I have achieved this configuration, i.e. admins are only able to see their groups, admins can see all queues but they are only allowed to modify some properties (Cc, AdminCc,...) of their own queues but not other queues. In order to do that I have granted them the global right ShowConfigTab. Otherwise they had rights but they couldn't use them (they couldn't modify group membership of their groups,...). The problem I'm suffering is this: When I grant the ShowConfigTab right to a user or group, I'm also granting privileges to modify the global RT at a glance. Let me show an example: Let me create a user foo who can be granted rights (Let this user be granted rights is checked). This new user isn't a member of any group, so he has no right rather than Everyone and Privileged. At this moment, global rights for these groups are the default (no global right for Everyone, and only ShowApprovalsTab for Privileged). In some queues Everyone has two rights CreateTicket and SeeQueue, but as far as I know they only grant privileges for creating a new ticket in these queues. Let this user be granted the global ShowConfigTab right ( Configuration - Global - User Rights, and there foo is granted to ShowConfigTab). Now let foo log in. This user can see the configuration tab, but he can't modify anything since he is not allowed to. If he tries to modify anything RT won't allow it and foo will read a permission denied message. But if foo goes to Configuration - Global - RT at a glance and there he deletes QuickCreate, RT allows it saying Global portlet body saved.. Now let the privileged user bar log in. The RT at a glance of bar has no longer the QuickCreate frame when it previously had it. Hence, I don't want to grant foo the right of modifying the global RT at a glance! Is it the expected behaviour? Am I missing anything or doing something wrong? Thank you, Carlos ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial
[rt-users] Rights issue on Configuration - Global - RT at a glance on RT 3.8.2
Sorry for posting this twice, but I'm trying to make it shorter. Please, can anyone confirm me that a user who only has the global right ShowConfigTab is able to modify the global RT at a glance? I'm using RT 3.8.2 and I would like to know if either I'm doing something wrong or this is the expected behaviour. If this were the second case, should this be considered a bug? For a longer explanation, attached you can find my previous message. Thanking you in advance, Carlos -- ___ ___ | __ __ | Carlos García MontoroIngeniero Informático |_\_Y_/_| Instituto de Física Corpuscular Centro Mixto CSIC - UV |\_] [_/| Servicios Informáticos | [_] | Edificio Institutos de Investigacióncgar...@ific.uv.es |C S I C| Apartado de Correos 22085 E-46071 Valencia Tel: +34 963543706 |___| España / Spain Fax: +34 963543488 ---BeginMessage--- Hello, I've a question/request about RT that I have been neither able to resolve from myself, nor have I found it at the RT wiki or googling this mailing list. I'm newbie using RT. I'm installing an organizational RT (ver. 3.8.2). We have some departments that are autonomous of each other. Thus, I want to grant some privileges for every admin group of each department. I want to allow them to handle their own queues, groups, etc. But I also want not to allow them to modify others space. I have achieved this configuration, i.e. admins are only able to see their groups, admins can see all queues but they are only allowed to modify some properties (Cc, AdminCc,...) of their own queues but not other queues. In order to do that I have granted them the global right ShowConfigTab. Otherwise they had rights but they couldn't use them (they couldn't modify group membership of their groups,...). The problem I'm suffering is this: When I grant the ShowConfigTab right to a user or group, I'm also granting privileges to modify the global RT at a glance. Let me show an example: Let me create a user foo who can be granted rights (Let this user be granted rights is checked). This new user isn't a member of any group, so he has no right rather than Everyone and Privileged. At this moment, global rights for these groups are the default (no global right for Everyone, and only ShowApprovalsTab for Privileged). In some queues Everyone has two rights CreateTicket and SeeQueue, but as far as I know they only grant privileges for creating a new ticket in these queues. Let this user be granted the global ShowConfigTab right ( Configuration - Global - User Rights, and there foo is granted to ShowConfigTab). Now let foo log in. This user can see the configuration tab, but he can't modify anything since he is not allowed to. If he tries to modify anything RT won't allow it and foo will read a permission denied message. But if foo goes to Configuration - Global - RT at a glance and there he deletes QuickCreate, RT allows it saying Global portlet body saved.. Now let the privileged user bar log in. The RT at a glance of bar has no longer the QuickCreate frame when it previously had it. Hence, I don't want to grant foo the right of modifying the global RT at a glance! Is it the expected behaviour? Am I missing anything or doing something wrong? Thank you, Carlos -- ___ ___ | __ __ | Carlos García MontoroIngeniero Informático |_\_Y_/_| Instituto de Física Corpuscular Centro Mixto CSIC - UV |\_] [_/| Servicios Informáticos | [_] | Edificio Institutos de Investigacióncgar...@ific.uv.es |C S I C| Apartado de Correos 22085 E-46071 Valencia Tel: +34 963543706 |___| España / Spain Fax: +34 963543488 begin:vcard fn;quoted-printable:Carlos Garc=C3=ADa Montoro n;quoted-printable:Garc=C3=ADa Montoro;Carlos org;quoted-printable;quoted-printable:Instituto de F=C3=ADsica Corpuscular;Servicios Inform=C3=A1ticos adr;quoted-printable:Apartado de Correos 22085;;Edificio Institutos de Investigaci=C3=B3n;Valencia;Valencia;E-46071;Spain email;internet:carlos.gar...@ific.uv.es tel;work:(+34) 96 354 37 06 x-mozilla-html:TRUE version:2.1 end:vcard ___ 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---End Message--- begin:vcard fn;quoted-printable:Carlos Garc=C3=ADa Montoro n;quoted-printable:Garc=C3=ADa Montoro;Carlos org;quoted-printable;quoted-printable:Instituto de F=C3=ADsica Corpuscular;Servicios Inform=C3=A1ticos adr;quoted-printable:Apartado de Correos 22085;;Edificio Institutos de Investigaci=C3=B3n;Valencia;Valencia;E-46071;Spain
[rt-users] Rights issue on Configuration - Global - RT at a glance on RT 3.8.2
Hello, I've a question/request about RT that I have been neither able to resolve from myself, nor have I found it at the RT wiki or googling this mailing list. I'm newbie using RT. I'm installing an organizational RT (ver. 3.8.2). We have some departments that are autonomous of each other. Thus, I want to grant some privileges for every admin group of each department. I want to allow them to handle their own queues, groups, etc. But I also want not to allow them to modify others space. I have achieved this configuration, i.e. admins are only able to see their groups, admins can see all queues but they are only allowed to modify some properties (Cc, AdminCc,...) of their own queues but not other queues. In order to do that I have granted them the global right ShowConfigTab. Otherwise they had rights but they couldn't use them (they couldn't modify group membership of their groups,...). The problem I'm suffering is this: When I grant the ShowConfigTab right to a user or group, I'm also granting privileges to modify the global RT at a glance. Let me show an example: Let me create a user foo who can be granted rights (Let this user be granted rights is checked). This new user isn't a member of any group, so he has no right rather than Everyone and Privileged. At this moment, global rights for these groups are the default (no global right for Everyone, and only ShowApprovalsTab for Privileged). In some queues Everyone has two rights CreateTicket and SeeQueue, but as far as I know they only grant privileges for creating a new ticket in these queues. Let this user be granted the global ShowConfigTab right ( Configuration - Global - User Rights, and there foo is granted to ShowConfigTab). Now let foo log in. This user can see the configuration tab, but he can't modify anything since he is not allowed to. If he tries to modify anything RT won't allow it and foo will read a permission denied message. But if foo goes to Configuration - Global - RT at a glance and there he deletes QuickCreate, RT allows it saying Global portlet body saved.. Now let the privileged user bar log in. The RT at a glance of bar has no longer the QuickCreate frame when it previously had it. Hence, I don't want to grant foo the right of modifying the global RT at a glance! Is it the expected behaviour? Am I missing anything or doing something wrong? Thank you, Carlos -- ___ ___ | __ __ | Carlos García MontoroIngeniero Informático |_\_Y_/_| Instituto de Física Corpuscular Centro Mixto CSIC - UV |\_] [_/| Servicios Informáticos | [_] | Edificio Institutos de Investigacióncgar...@ific.uv.es |C S I C| Apartado de Correos 22085 E-46071 Valencia Tel: +34 963543706 |___| España / Spain Fax: +34 963543488 begin:vcard fn;quoted-printable:Carlos Garc=C3=ADa Montoro n;quoted-printable:Garc=C3=ADa Montoro;Carlos org;quoted-printable;quoted-printable:Instituto de F=C3=ADsica Corpuscular;Servicios Inform=C3=A1ticos adr;quoted-printable:Apartado de Correos 22085;;Edificio Institutos de Investigaci=C3=B3n;Valencia;Valencia;E-46071;Spain email;internet:carlos.gar...@ific.uv.es tel;work:(+34) 96 354 37 06 x-mozilla-html:TRUE version:2.1 end:vcard ___ 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
