Re: [rt-users] Rt RightsMatrix

2010-03-09 Thread Ken Crocker
it the old way... torsten 2010/3/8 Ken Crocker kfcroc...@lbl.gov mailto:kfcroc...@lbl.gov To list, In order to get Rights Matrix to work in RT, do I need to put RT::RightsMatrix into the plugins list after installation? Thanks. Kenn LBNL

[rt-users] Wierd Queue showing up

2010-03-09 Thread Ken Crocker
To list, Has anyone ever come up with a surprise Queue showing up named WatcherQueue26269? I saw it a few weeks ago and disabled it and now it is showing up again. It has no description, no other info other than it was created by UserID # 1. Any ideas anyone? Kenn LBNL

Re: [rt-users] Question on Reminders

2010-03-08 Thread Ken Crocker
Emmanuel, Thanks. Kenn. On 3/5/2010 11:38 PM, Emmanuel Lacour wrote: On Fri, Mar 05, 2010 at 01:05:27PM -0800, Ken Crocker wrote: To list, In 3.6 reminders didn't pass along with the ticket when moved to another queue. They also did not go away when the ticket (owning the reminder

[rt-users] Rt RightsMatrix

2010-03-08 Thread Ken Crocker
To list, In order to get Rights Matrix to work in RT, do I need to put RT::RightsMatrix into the plugins list after installation? Thanks. Kenn LBNL ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help:

[rt-users] Listing of scrips

2010-03-05 Thread Ken Crocker
To List, How do I modify the way the list of scrips is displayed? I want to remove the id number and also have the NAME listed on top with a larger font then have the condition/action under it in a smaller font? I didn't see anything in the RT_Configure.pm file that would allow this. Help,

Re: [rt-users] Rights management question

2010-03-05 Thread Ken Crocker
Charles, What I think you're missing is that even though Custom Fields are /applied/ to Queues, the privileges to See/Modify/Admin them is /granted via Groups/. That means I could apply a CF to 3 different Queues and if I didn't grant any groups any rights to see/modify/admin that CF, then

Re: [rt-users] Listing of scrips

2010-03-05 Thread Ken Crocker
Kenneth, Great! Thanks. I'll take a look. Kenn LBNL On 3/5/2010 9:43 AM, Kenneth Marshall wrote: I think that you will need to make local modifications to share/html/Admin/Queues/index.html and files/functions called from there. Ken On Fri, Mar 05, 2010 at 09:34:07AM -0800, Ken Crocker

Re: [rt-users] Listing of scrips

2010-03-05 Thread Ken Crocker
/functions called from there. Ken On Fri, Mar 05, 2010 at 09:34:07AM -0800, Ken Crocker wrote: To List, How do I modify the way the list of scrips is displayed? I want to remove the id number and also have the NAME listed on top with a larger font then have the condition/action under

[rt-users] Question on subscriptions to dashboards

2010-03-04 Thread Ken Crocker
To list, We're currently testing our installation of 3.8.7. While setting up a dashboard, we noticed the ability to have a query run at recurring times and to be sent to an email address. We set one up, it ran, but it didn't go anywhere. We have granted the right SubscribeDashboard globally to

[rt-users] List of Scrips by Name

2010-03-04 Thread Ken Crocker
To List, Sorry for the dumb question, for I probably missed this. When looking at scrips when in Configuration-Queue, is there a way to have them list by scrip name? Mine are all listed like User-defined or On Correspond Thanks. Kenn LBNL

Re: [rt-users] List of Scrips by Name

2010-03-04 Thread Ken Crocker
TO List, Let me clarify. The list DOES sort by the name, but the scrip name is in tiny font size under a LARGE font size for the scrip info. I want to reverse that, if possible. Kenn LBNL On 3/4/2010 3:19 PM, Ken Crocker wrote: To List, Sorry for the dumb question, for I probably missed

Re: [rt-users] CommandByMail Extension

2010-03-03 Thread Ken Crocker
will need to change it to Migrated-Date and change all queries to look for a hypenated version of what they used to look for. OH Well, at least it now works. Thanks anyway. Kenn LBNL On 2/23/2010 1:43 PM, Kevin Falcone wrote: On Tue, Feb 23, 2010 at 10:59:51AM -0800, Ken Crocker wrote: I've

Re: [rt-users] CommandByMail Extension

2010-03-03 Thread Ken Crocker
value That works here with spaces. Cheers, Ken On Wed, Mar 03, 2010 at 02:09:46PM -0600, Kenneth Marshall wrote: Since the parsing for this is via regex, maybe we can adjust the regex used to incorporate spaces in CFs. Cheers, Ken On Wed, Mar 03, 2010 at 11:39:29AM -0800, Ken Crocker

Re: [rt-users] CommandByMail Extension

2010-03-03 Thread Ken Crocker
On Wed, Mar 03, 2010 at 02:09:46PM -0600, Kenneth Marshall wrote: Since the parsing for this is via regex, maybe we can adjust the regex used to incorporate spaces in CFs. Cheers, Ken On Wed, Mar 03, 2010 at 11:39:29AM -0800, Ken Crocker wrote: To list, I've finally got CommandByMail

Re: [rt-users] CommandByMail Extension

2010-03-03 Thread Ken Crocker
. You do not include , just the text of the name or value. Ken On Wed, Mar 03, 2010 at 12:35:36PM -0800, Ken Crocker wrote: Kenneth, Are you saying I need a and a on each side of the CF name? In addition to the brackets? Kenn LBNL On 3/3/2010 12:29 PM, Kenneth Marshall wrote: Oops

Re: [rt-users] CommandByMail Extension

2010-02-25 Thread Ken Crocker
Kevin, Did you get my earlier response with the data I used in the Email? Kenn LBNL On 2/23/2010 1:43 PM, Kevin Falcone wrote: On Tue, Feb 23, 2010 at 10:59:51AM -0800, Ken Crocker wrote: I've installed CommandByMail. The instructions describe the ability to create a ticket

[rt-users] CommandByMail Extension

2010-02-23 Thread Ken Crocker
To list, I've installed CommandByMail. The instructions describe the ability to create a ticket WITH CustomField values. However, I'm finding this doesn't seem to be true. Do I also need to install an additional extension for this? Thanks. Kenn LBNL

Re: [rt-users] CommandByMail Extension

2010-02-23 Thread Ken Crocker
here would definitely be appreciated. Thanks a bunch. Kenn LBNL On 2/23/2010 1:43 PM, Kevin Falcone wrote: On Tue, Feb 23, 2010 at 10:59:51AM -0800, Ken Crocker wrote: I've installed CommandByMail. The instructions describe the ability to create a ticket WITH CustomField values. However, I'm

Re: [rt-users] Pls urgent help about double requestors for each new ticket

2010-02-19 Thread Ken Crocker
explained my problem more precisely. Thanks, R i Z Ken Crocker wrote: Softouch, Your question is a bit vague. Are you having a problem segregating notifications? A problems distinguishing the difference between a ticket Creator and a Ticket Requestor? There are several relationships a user

Re: [rt-users] RT problem with ticket creation via email

2010-02-18 Thread Ken Crocker
. Februaryta 2010 23:17:32 Ken Crocker wrote: To list, I have been testing our 3.8.7 session and all looks well, with the exception of creating tickets via email. I can create tickets fine via the WebUI, but emails gives no joy. I get this email back: RT could not load a valid user, and RT's

Re: [rt-users] Pls urgent help about double requestors for each new ticket

2010-02-18 Thread Ken Crocker
Softouch, Your question is a bit vague. Are you having a problem segregating notifications? A problems distinguishing the difference between a ticket Creator and a Ticket Requestor? There are several relationships a user can have with a ticket. At the Queue level, they can be a watcher

[rt-users] RT problem with ticket creation via email

2010-02-17 Thread Ken Crocker
To list, I have been testing our 3.8.7 session and all looks well, with the exception of creating tickets via email. I can create tickets fine via the WebUI, but emails gives no joy. I get this email back: RT could not load a valid user, and RT's configuration does not allow for the creation

Re: [rt-users] Adding another extension

2010-02-16 Thread Ken Crocker
Emmanuel, Thanks. Got it. It's up and runnning. Kenn LBNL On 2/12/2010 10:42 PM, Emmanuel Lacour wrote: On Fri, Feb 12, 2010 at 01:32:25PM -0800, Ken Crocker wrote: To list, I finally have RT 3.8.7 up and running in our test environment. It's GREAT! I didn't install ALL the extensions

[rt-users] Adding another extension

2010-02-12 Thread Ken Crocker
To list, I finally have RT 3.8.7 up and running in our test environment. It's GREAT! I didn't install ALL the extensions, just RTx::Calendar and RT::Authen::ExternalAuth. I'm assuming the pie/bar chart capability is included in the vanilla install (I DID include it in the install

[rt-users] Problems with Concise Spreadsheet

2010-02-09 Thread Ken Crocker
To list, Is anyone out there using the Concise Spreadsheet extension? I've go tit installed, but the linked display shows up at the bottom of the page instead of replacing the Spreadsheet link display. Also, I'm not getting the titles for anything after my second column (Subject), which

Re: [rt-users] ACL.RightName = 'SuperUser' OR ACL.RightName = 'ShowACL' :: please help

2010-02-08 Thread Ken Crocker
Raed, The only thing I can think of to help de-bug this is to list the privileges you've set and then compare that list to what you see in the ACL table. Unless, of course, you have Rights Matrix installed. That would also help. I don't know if Rights Matrix works on 3.8.x, but it certainly

Re: [rt-users] ACL.RightName = 'SuperUser' OR ACL.RightName = 'ShowACL' :: please help

2010-02-08 Thread Ken Crocker
of that group is beyond my little brains. Again Any help will be appreciated Roy Ken Crocker wrote: Raed, The only thing I can think of to help de-bug this is to list the privileges you've set and then compare that list to what you see in the ACL table. Unless, of course, you have Rights

[rt-users] DataBase question for RT 3.8.7

2010-02-08 Thread Ken Crocker
To list, Were there any new Tables added to the DataBase for 3.8.7 not in 3.6.4? Thanks. Kenn LBNL ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support:

Re: [rt-users] DataBase question for RT 3.8.7

2010-02-08 Thread Ken Crocker
Joop everyone, Thanks. I didn't do the upgrade, but I'll get access and look at that data. Thanks again. Kenn LBNL On 2/8/2010 10:59 AM, Joop van de Wege wrote: Ken Crocker wrote: To list, Were there any new Tables added to the DataBase for 3.8.7 not in 3.6.4? You can check

Re: [rt-users] Ticket Links on reqults - problem

2010-02-08 Thread Ken Crocker
/6/2010 12:12 AM, Emmanuel Lacour wrote: On Fri, Feb 05, 2010 at 12:08:37PM -0800, Ken Crocker wrote: To List, Is anyone out there having problems with no links from Search results to tickets? Any idea why I might be? is this a fresh RT install or did you upgrade from previous

Re: [rt-users] Ticket Links on reqults - problem

2010-02-08 Thread Ken Crocker
Emmanuel, HA! I found it. Your clue as to the format settings put me in the right direction. I had screwed up the default format settings. I've got it working now. Thanks. Kenn LBNL On 2/8/2010 12:23 PM, Ken Crocker wrote: Emmanuel, Sorry about the Advanced format shot. Here

[rt-users] Trouble with ConciseSpreadsheet

2010-02-08 Thread Ken Crocker
To list, I'm having trouble getting my ConciseSpreadsheet extension working. We installed ConciseSpreadsheet into /share/html. However, I can't find any instructions on what to do after that. I had some old instructions for 3.6.4, but they can't apply because the code in Results.html has

[rt-users] Charts not showing up in 3.8.7

2010-02-05 Thread Ken Crocker
To list, Our testing of 3.8.7 is working nicely, with only a few bugs. We noticed that although th Query works well with Custom FIelds, etc. we can't get a pie or bar chart to show. We thought those were automatically included in the RT download. Is there an extension we need to install? Our

[rt-users] Ticket Links on reqults - problem

2010-02-05 Thread Ken Crocker
To List, Is anyone out there having problems with no links from Search results to tickets? Any idea why I might be? Kenn LBNL ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com

Re: [rt-users] Request Resolve approval customization?

2010-02-05 Thread Ken Crocker
Mike, For us, our owners ARE the ones that work on a ticket and resolve it when it is complete. We also have added a couple new ticket status values (pending QA QA approvd) that allow us to write scrips to send notifications when those tickets get those values. When the Owner changes the

[rt-users] Search Results ticket link problem

2010-02-04 Thread Ken Crocker
To List, I asked this before, but maybe I wasn't clear. In 3.6.4, whenever I selected a queue from QuickSearch list, it would show the active tickets in that queue. From there (or any search results page), I could select a ticket number in that list and it would take me directly to that

[rt-users] RT Query link question

2010-02-03 Thread Ken Crocker
To list, In 3.6.4, whenever I selected a queue from QuickSearch list, it would show the active tickets in that queue. From there, I could select a ticket number in that list and it would take me directly to that ticket display. I can no longer select a ticket from that list. Am I missing a

Re: [rt-users] Projects, groups, users, and priveledges

2010-02-03 Thread Ken Crocker
Yan, Definitely possible. I would set up a Queue for each department. For each Queue, set up the AdminCc as the person to manage the tickets (modify ACL, add watchers, steal tickets, etc.). Then create a Users group that can see the Queue, look at ticket info in the Queue but not modify any

Re: [rt-users] Creating Group and giving Rights.

2010-02-02 Thread Ken Crocker
there.. Because reading source codes, I notice that some functions what I need (to change or extract information) are missing. On Monday, 1. Februaryta 2010 19:44:55 Joop van de Wege wrote: Ken Crocker wrote: JJussi, I use the WebUI. It's wy easier. The programming is already done, so

Re: [rt-users] Re quest Tracker Feasibility

2010-02-01 Thread Ken Crocker
Spandy, We converted a set of legacy Oracle tables into flatfiles and then create our history of ticket in RT with another perl program we ran. I put those programs (or the last one, at least) into the RT Wiki. Check there. Obviously, you would need to change field names, input format, etc,

Re: [rt-users] Creating Group and giving Rights.

2010-02-01 Thread Ken Crocker
JJussi, I use the WebUI. It's wy easier. The programming is already done, so why re-create the same wheel? Kenn LBNL On 1/30/2010 12:09 PM, JJussi wrote: Hi list! What, nowbody have any good answers. To how I, can give rights to just created group.. And I thought that I'm poor

[rt-users] RT Query question

2010-02-01 Thread Ken Crocker
To all, I want to modify the way dates are displayed when I run a query, especially since I want to download the info to a spreadsheet. I just want the date, no time, no day-of-week, etc. I just want it to show dd/mm/. Is there some way to do this in advanced or some way to select it

[rt-users] RT 3.8.7 Support Queues question

2010-02-01 Thread Ken Crocker
To list, In 3.6.4, whenever I selected a queue from My Support Queue list, it would show the active tickets in that queue. From there, I could select a ticket numer in that list and it would take me to that ticket display. I can no longer select a ticket from that list. Am I missing a

[rt-users] PErl question for RT Status values

2010-02-01 Thread Ken Crocker
To list, In the past (3.6.4) I was able to add a couple values for my @active ticket statuses by modifying the RT_SiteCOnfig.pm values thus: @ActiveStatus = ('new', 'open', 'pending QA', 'QA approvd', 'stalled') unless @ActiveStatus; Now, with the more stringent syntax, I have this:

Re: [rt-users] PErl question for RT Status values

2010-02-01 Thread Ken Crocker
Joop, No. I waslooking thru _Perl for Dummies_ and _Learning Perl_ and coul;dn't find any reference for the set command. I'll try that now. Thanks. Kenn LBNL On 2/1/2010 12:15 PM, Joop van de Wege wrote: Ken Crocker wrote: To list, In the past (3.6.4) I was able to add a couple values

Re: [rt-users] PErl question for RT Status values

2010-02-01 Thread Ken Crocker
of RT_Config as untouchable. A local version won't work either. I found it rather frustrating that there was no reference to the Set command in either of the books I looked at. I'll try google next. Kenn LBNL On 2/1/2010 12:15 PM, Joop van de Wege wrote: Ken Crocker wrote: To list, In the past

Re: [rt-users] PErl question for RT Status values

2010-02-01 Thread Ken Crocker
Jeff, AAAHHH! Thanks. Kenn LBNL On 2/1/2010 12:50 PM, Jeff Voskamp wrote: On 02/01/2010 02:45 PM, Ken Crocker wrote: To list, In the past (3.6.4) I was able to add a couple values for my @active ticket statuses by modifying the RT_SiteCOnfig.pm values thus: @ActiveStatus = ('new', 'open

Re: [rt-users] PErl question for RT Status values

2010-02-01 Thread Ken Crocker
Kevin, Thanks. Kenn LBNL On 2/1/2010 12:46 PM, Kevin Falcone wrote: On Mon, Feb 01, 2010 at 11:45:31AM -0800, Ken Crocker wrote: To list, In the past (3.6.4) I was able to add a couple values for my @active ticket statuses by modifying the RT_SiteCOnfig.pm values thus: @ActiveStatus

[rt-users] RT Config settings

2010-01-28 Thread Ken Crocker
TO list, I noticed the format/syntax for some settings has changed in 3.8.x from 3.6.x. (thanks Ruslan). Inmost cases, it went from @x) to Set(@). This happened for active and inactive as well as @LogToSyslogConf = ( ) to s...@logtosyslogconf = ()]; So my question is What happened to

Re: [rt-users] RT Config settings

2010-01-28 Thread Ken Crocker
Kevin, I did. However, I noticed in the RT_Config.pm file that the @MailPlugins didn't change, hence my question. Kenn LBNL On 1/28/2010 10:23 AM, Kevin Falcone wrote: On Thu, Jan 28, 2010 at 10:17:45AM -0800, Ken Crocker wrote: TO list, I noticed the format/syntax for some

Re: [rt-users] RT Config settings

2010-01-28 Thread Ken Crocker
Jerrad, AH! Kool. Sorry for the confusion. Kenn LBNL On 1/28/2010 10:49 AM, Jerrad Pierce wrote: I did. However, I noticed in the RT_Config.pm file that the @MailPlugins didn't change, hence my question. Which was not at all clearly stated. From my local config: Set(@MailPlugins,

[rt-users] Another RT upgrade question

2010-01-28 Thread Ken Crocker
To list, I had thought I heard that the latest version of RT (3.8.7) allowed for Custom FIelds to be defined as Date and a user could select a date from a calender like on other RT ticket date fields. Is that so? If so, how do I do it? Thanks. Kenn LBNL

Re: [rt-users] Another RT upgrade question

2010-01-28 Thread Ken Crocker
Jerrad, OH well. Guess I heard wrong. Too bad. It seems to me that would be a feature many would like. Kenn LBNL On 1/28/2010 12:11 PM, Jerrad Pierce wrote: I had thought I heard that the latest version of RT (3.8.7) allowed for Custom FIelds to be defined as Date and a user could select a

Re: [rt-users] Another RT upgrade question

2010-01-28 Thread Ken Crocker
Jerrad, Yes. That's what i was remembering. Since we are currently at 3.8.7, I just hoped it had been made part of the core by now. Thanks for the reminder. Kenn LBNL On 1/28/2010 2:39 PM, Jerrad Pierce wrote: There's been discussion of a submitted patch 3.8.5, which you participated in:

Re: [rt-users] Question on added status values

2010-01-27 Thread Ken Crocker
Ruslan, OK. I'll check the syntax in RT_Config.pm. That should be correct, right? Kenn LBNL On 1/27/2010 12:25 AM, Ruslan Zakirov wrote: On Wed, Jan 27, 2010 at 2:03 AM, Ken Crocker kfcroc...@lbl.gov wrote: To list, We are on RT 3.6.4 and testing 3.8.7. We added two ticket status values

[rt-users] Question on added status values

2010-01-26 Thread Ken Crocker
To list, We are on RT 3.6.4 and testing 3.8.7. We added two ticket status values in 3.6.4 by modifying the RT_SiteConfig.pm file. It worked fine. I did the same for our 3.8.7 version and I cannot see those values. Is there something else I have to do to make those values available? Thanks.

Re: [rt-users] Could not set preferences

2010-01-14 Thread Ken Crocker
Joop, Will do. Thanks. Kenn LBNL On 1/13/2010 10:41 AM, Joop van de Wege wrote: Ken Crocker wrote: To list, I finally got 3.8.6 up in Linux. In testing it out, I found that when I made changes to the arrangement in my home page, nothing worked. I tried moving a few queries around from

Re: [rt-users] Recommended method for autocreating users with Active Directory and Authen-ExternalAuth

2010-01-14 Thread Ken Crocker
LB, This would be REALLY help for me. I've been doing this one user at a time whenever I get some frre time (which isn't ofetn). I'd love a copy of your code. Thanks. Kenn LBNL On 1/14/2010 10:34 AM, L B wrote: I'm going to think about it, but the problem I see it that email addresses

[rt-users] Description of new privileges

2010-01-14 Thread Ken Crocker
To List, Now that I'm playing with our new test installation of 3.8.7, I have some questions about the new privileges. For all questions, assume ALL Users are Privileged: 1) When applying the ForwardMessage to a group of users, how is that different than using Reply? does it just forward the

Re: [rt-users] Recommended method for auto creating users with Active Directory and Authen-ExternalAuth

2010-01-14 Thread Ken Crocker
', 'City' = 'l', 'State' = 'st', 'Zip'= 'postalCode', 'Country'= 'co' } } } ); 1; On 1/14/10 11:49 AM, Ken Crocker kfcroc...@lbl.gov wrote: LB

Re: [rt-users] Description of new privileges

2010-01-14 Thread Ken Crocker
one can set up recipients for that dashboard/query as well. If so, would those recipients need to have Subscribe in order to get the results via web? Kenn LBNL On 1/14/2010 12:57 PM, Shawn M Moore wrote: -BEGIN PGP SIGNED MESSAGE- Hash: SHA1 On 1/14/10 3:45 PM, Ken Crocker wrote: 2

[rt-users] Could not set preferences

2010-01-13 Thread Ken Crocker
To list, I finally got 3.8.6 up in Linux. In testing it out, I found that when I made changes to the arrangement in my home page, nothing worked. I tried moving a few queries around from the left to right of the screen and top-down, to no avail. Also, when I tried to change my preferences in

Re: [rt-users] Custom field textarea too small

2010-01-12 Thread Ken Crocker
Matt, I'm not sure if the same line numbers apply for 3.8.x, but this is what we dod for 3.6.4: # # To modify the way certain Custom Fields are set up for entering data, # the following code should be *added* after line #76 and before the last return # command in the directory

Re: [rt-users] Group management in Queue creation

2010-01-08 Thread Ken Crocker
Diona, The ability to assign Group Rights for a Queue can be granted globally and on a Queue-by-Queue basis. I recommend the later. Are you wanting to grant that right to a collective group of user, like a managers group or to a specific individual? WE use the AdminCc role for this purpose.

Re: [rt-users] Retain Cc and Bcc's for teh whole ticket thread.

2010-01-06 Thread Ken Crocker
Manohar, Essentially, if the CC'c and Bcc's are in the ticket as watchers, they will be retained and will have access (SeeOutgoingEmail) to the thread. RT has an option for making sure all CC's and Bcc's are retained on the ticket when it is created. However, that is a Global option. We found

Re: [rt-users] Exporting tickets for management viewing

2010-01-06 Thread Ken Crocker
Tyler, Have you thought of using SQL against the DataBase to create a report or file? We have found RT Query to be incomplete for getting some data, but that data is available with SQL. Is that something you considered? Kenn LBNL On 1/5/2010 2:35 AM, Raed El-Hames wrote: I might be wrong ,

Re: [rt-users] RT not sending e-mails to Requestors upon Ticket creation

2010-01-06 Thread Ken Crocker
Jeff, Could be a lot of things. Do you get any error message at all? Have you tried re-creating this in a test environment with your config set to Development (*Set($DevelMode, '1');)? *This would greatly enhance our chance to debugg the problem. Hope this helps. Kenn LBNL On 1/6/2010

Re: [rt-users] limit ticket owners dropdown box by group memberships

2009-12-22 Thread Ken Crocker
Kenneth, You have probably granted the OwnTicket right to either Everyone or Privileged at either the Global level or Queue level or both. I'd remove it from the Global level, then from all Queues and then grant that right to specific user-defined groups for the queues those groups are

Re: [rt-users] Add condition in template

2009-12-22 Thread Ken Crocker
Samir, Have you looked at the examples in the Essentials book? Kenn LBNL On 12/22/2009 12:50 AM, samir marhoum wrote: Hi, Any one can help ? 2009/12/16 samir marhoum samir.marh...@gmail.com mailto:samir.marh...@gmail.com Hi, I need to send email notification based on a

Re: [rt-users] Custom Field values are being deleted on ticket modification

2009-12-18 Thread Ken Crocker
:50 AM, Luis E. Muñoz wrote: On Wed, 2009-12-16 at 09:12 -0800, Ken Crocker wrote: I had trouble awhile back with Custom Field values not being set at all during the execution of a scrip, while all other changes took place correctly. The cause turned out to be that I had set the stage

Re: [rt-users] why are Notify actions setting the recipients in prepare rather than commit?

2009-12-18 Thread Ken Crocker
Mathieu, You are correct. Set your recipients template in Prepare. Make sure you put a return 1; in the Cleanup Action. Kenn LBNL On 12/17/2009 11:28 AM, Mathieu Longtin wrote: I'm trying to have a scrip that will get the recipients of a ticket from another source, at creation time. If I

Re: [rt-users] Help

2009-12-18 Thread Ken Crocker
Machiel, Are you allowing customers to create ticket via Email? What rights have you set Globally? Are you actually allowing the customer to assign the ticket to someone? How do they know who does the work? What does your workflow look like? Do you have support groups that do the work on

Re: [rt-users] Add condition in template

2009-12-18 Thread Ken Crocker
Samir, I do something similar to that. Based on the value of a (ticket) Custom Field, I assign a ticket owner. This is the code I use: # # Custom action preparation code:

Re: [rt-users] 3.8.6 install problem/question

2009-12-18 Thread Ken Crocker
Kevin, Thaks. I'll check it out. Kenn LBNL On 12/18/2009 1:37 PM, Kevin Falcone wrote: On Fri, Dec 18, 2009 at 01:14:27PM -0800, Ken Crocker wrote: I'm in the middle of installing 3.8.6 on a Linux environment. Based on what I read from the README, I didn't think I needed to install

Re: [rt-users] scrip for updating ticket info

2009-12-16 Thread Ken Crocker
Juan We re-set the owner of a ticket when it moves to another Queue. This is what we use: Condition: On Queue Change # # Custom action preparation code:

Re: [rt-users] Custom Field values are being deleted on ticket modification

2009-12-16 Thread Ken Crocker
Luis, I had trouble awhile back with Custom Field values not being set at all during the execution of a scrip, while all other changes took place correctly. The cause turned out to be that I had set the stage in the scrips to TransactionCreate instead of TransactionBatch. Try that. Remember,

Re: [rt-users] scrip for updating ticket info

2009-12-16 Thread Ken Crocker
don't know how to edit it to set the values that I need. How to I get the values from the queue moving to and apply it to the ticket. Thanks On Wed, Dec 16, 2009 at 1:08 PM, Ken Crocker kfcroc...@lbl.gov mailto:kfcroc...@lbl.gov wrote: Juan We re-set the owner of a ticket when

Re: [rt-users] ACL-Restrict access to Display Ticket Content

2009-12-11 Thread Ken Crocker
Behzad, Two questions: 1) Are there any differences between your Global settings and the Queue settings in question? 2) I'm not sure if you are talking about the Show Results letting users see the Queue or if you are talking about seeing a Queue in the drop-down for Creating a Ticket. If the

Re: [rt-users] scrip not working after upgrade

2009-12-11 Thread Ken Crocker
Nicolas, Try this: # Custom Condition # my $trans = $self-TransactionObj; return ($trans-Type eq Status $trans-NewValue eq rejected); Kenn LBNL On 12/11/2009 1:47 AM, Nicolas GUIOT wrote: Hi everyone, I'm upgrading from 3.6.1 to 3.8.6, and having (until now) just a last bug : I

Re: [rt-users] missing peoples problem

2009-12-08 Thread Ken Crocker
Jerrad, I suspect that the ticket history for any tickets with these users as requestors will error out. This has happened to me before. I can show you how to fix it, but I will need some info. First, get the UserID for each of these missing Requestors. Once we have those, we will have to run

Re: [rt-users] More About Permissions

2009-12-08 Thread Ken Crocker
Jason, Have you considered creating a Ticket Custom Field that is updated with the phone number when the ticket is created? That way, a User can be given the SeeCustomField right as part of the Privileged group and they won't be able to change tickets or anything. Kenn LBNL On 12/8/2009

Re: [rt-users] missing peoples problem

2009-12-08 Thread Ken Crocker
Jerrad, It looks to me as though the actual User record is missing from the USER Table. The reason the history croaks is because RT is walking thru the ticket history and there is a reference to a UserID that no longer exists. You need to look at the Transaction history to determine what is

Re: [rt-users] requestors filling up the owner dropdownbox

2009-12-07 Thread Ken Crocker
SB, Sounds like there is a Privilege setting that is doing one or more of the following: Globally defaulting a requestor as the ticket owner Granting a variety of these Privileges ( ModifyTicket, OwnTicket, TakeTicket) to WAY more users than you want, either globally or in a queue to all

Re: [rt-users] Adding AdminCC on ticket creation fails without ModifyTicket right

2009-12-04 Thread Ken Crocker
are assigning the role AdminCc to a person that does not have the particular rights as AdminCc in that queue, it will not accept the assignment. Just try it and let me know. Kenn LBNL On 12/3/2009 4:13 PM, Nick Kartsioukas wrote: On Thu, 03 Dec 2009 15:58:47 -0800, Ken Crocker kfcroc...@lbl.gov

Re: [rt-users] Adding AdminCC on ticket creation fails without ModifyTicket right

2009-12-04 Thread Ken Crocker
Nick, Also, try granting ReplytoTicket for all privileged either Globally or in that queue. Kenn LBNL On 12/3/2009 4:13 PM, Nick Kartsioukas wrote: On Thu, 03 Dec 2009 15:58:47 -0800, Ken Crocker kfcroc...@lbl.gov said: Is the person you are trying to set as AdminCc also in the PC

Re: [rt-users] Adding AdminCC on ticket creation fails without ModifyTicket right

2009-12-04 Thread Ken Crocker
Kevin, Yea. You're right. I've never had to deal with this because we really do not use AdminCc at the ticket level. We set up all our AdminCc's at the Queue watcher level and that way a simple scrip will take care of notifications and we can handle all the privileges with the role at queue

Re: [rt-users] Adding AdminCC on ticket creation fails without ModifyTicket right

2009-12-03 Thread Ken Crocker
Nick, Have you tried setting the AdminCc when creating the ticket? You can do that with the WebUI. If these tickets are being created via Email, then downloading/installing the CommandByMail extension/plugin will allow you to do this. As to changing/setting the AdminCc once the ticket is

Re: [rt-users] Adding AdminCC on ticket creation fails without ModifyTicket right

2009-12-03 Thread Ken Crocker
sure you don't have a set list of AdminCc's for each queue? That way you just grant the right ModifyTicket to the role AdminCc at the queue level. Kenn LBNL On 12/3/2009 1:27 PM, Nick Kartsioukas wrote: On Thu, 03 Dec 2009 12:52:06 -0800, Ken Crocker kfcroc...@lbl.gov said: Have you tried

Re: [rt-users] Adding AdminCC on ticket creation fails without ModifyTicket right

2009-12-03 Thread Ken Crocker
rights have been granted to those users that are being listed as the ticket's AdminCc. Are they in a group we can look at? if not, we have to look at each user. Kenn LBNL On 12/3/2009 2:20 PM, Nick Kartsioukas wrote: On Thu, 03 Dec 2009 14:10:32 -0800, Ken Crocker kfcroc...@lbl.gov said: I

Re: [rt-users] User Rights

2009-12-02 Thread Ken Crocker
Robert, For that particular Queue, I would: 1) Grant CreateTicket to Everyone or Privileged, as you prefer. 2) Grant ShowQueue to Everyone or Privileged, as you prefer. 3) Grant ShowTicket to the role Requestor. 4) Grant ShowTicket and any other rights you want to the role AdminCc. That should

Re: [rt-users] Users with minimal rights now have full rights - why?

2009-11-30 Thread Ken Crocker
John, Unless you only have a few users, I /strongly/ recommend granting privileges to groups, not to individual users. This will make rights maintenance much easier in the future. When a new person needs the same rights as others in a group, you merely add them to that group instead of

Re: [rt-users] FW: Problem with Ticket display page

2009-11-25 Thread Ken Crocker
Ashish, What did you set your wrap configuration to? Kenn LBNL On 11/25/2009 3:07 AM, Potla, Ashish Bassaliel wrote: I tried to send a screen shot but it was too big.. I will try to explain my problem: Inside the message body I keep seeing horizontal /vertical scroll bars. Why is this

Re: [rt-users] Tracking changes to queue structure

2009-11-24 Thread Ken Crocker
still ask the question: why wasn't the field filled in when the ticket was active? Gordon Ken Crocker wrote: Gordon, RT has a Bulk Update feature which would allow you to add whatever value to specific Custom Fields on tickets in specific Queues as well as add comments to specific tickets

Re: [rt-users] Error on SetDue

2009-11-23 Thread Ken Crocker
Tony, We have a Custom Field called Need-By Date that we have the customer fill out and we use that to set the Due Date of the ticket when they create a ticket. It overrides the default due date timing set up for the queue. This is the code we use: # # set new values for Due Date from CF

Re: [rt-users] Tracking changes to queue structure

2009-11-23 Thread Ken Crocker
Gordon, RT has a Bulk Update feature which would allow you to add whatever value to specific Custom Fields on tickets in specific Queues as well as add comments to specific tickets in a queue. By specific, I mean whatever criteria you use for selecting the ticket you want to update. Kenn LBNL

Re: [rt-users] Adding AdminCCs on ticket creation

2009-11-18 Thread Ken Crocker
JC, I created something similar to this only it was for Ticket CC's. As to whether you want them to be added as Users or not, that could well be done with your RT_SiteConfigure.pm file for auto create. We do that and they become non-privileged users (Email only. Anyway, I didn't want RT to add

Re: [rt-users] Update Ticket takes too long

2009-11-17 Thread Ken Crocker
Rui, It could be a lot of things. For example, you could have a lng list of requestors and RT is trying to notify ALL of them. Could be you have a lot of watchers and a scrip that notify's them on everything. It takes any application much longer to perform I/O with other systems (like

Re: [rt-users] Error :is no longer a value for custom field

2009-11-17 Thread Ken Crocker
Tony, A couple of questions first: 1) Does the Custom Field have Categories? 2) Does the Custom Field actually get updated with that value, regardless of error message? 3) what does your scrip code look like? I can't offer suggestions to code I cannot see. Kenn LBNL On 11/17/2009 9:52 AM,

Re: [rt-users] Shredding users

2009-11-17 Thread Ken Crocker
G.Booth, Yep, that seems odd. I've done most of my changes to the USERS Table manually in the past. WAY too intense! I'm hoping to move over to shredder with the 3.8.6 version we're about to test. Kenn LBNL On 11/17/2009 9:56 AM, G.Booth wrote: On Tue, 17 Nov 2009 08:30:49 -0800 Ken

Re: [rt-users] Error :is no longer a value for custom field

2009-11-17 Thread Ken Crocker
( Field = 13, Value = CI Entry, RecordTransaction = 1); return 1; Regards, Tony John -Original Message- From: Ken Crocker [mailto:kfcroc...@lbl.gov] Sent: Tuesday, November 17, 2009 11

  1   2   3   4   >