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
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
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
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
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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,
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
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
/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
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
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
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
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
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
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
. 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
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
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
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
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
. 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
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
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
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
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
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
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
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
To list,
Were there any new Tables added to the DataBase for 3.8.7 not in 3.6.4?
Thanks.
Kenn
LBNL
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Community help: http://wiki.bestpractical.com
Commercial support:
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
/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
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
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
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
To List,
Is anyone out there having problems with no links from Search results to
tickets? Any idea why I might be?
Kenn
LBNL
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Community help: http://wiki.bestpractical.com
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
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
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
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
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
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,
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
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
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
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:
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
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
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
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
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
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
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,
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
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
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:
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
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.
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
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
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
',
'City' = 'l',
'State' = 'st',
'Zip'= 'postalCode',
'Country'= 'co'
}
}
}
);
1;
On 1/14/10 11:49 AM, Ken Crocker kfcroc...@lbl.gov wrote:
LB
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
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
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
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.
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
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 ,
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
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
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
: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
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
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
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:
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
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:
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,
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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,
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
(
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
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