Re: [rt-users] create a ticket without the owner nobody

if that can be done - You could default everything to a specific user instead of 'Nobody'; that's essentially the same thing as 'Nobody' though. Hope this helps! Kris Germann Fibernetics Corporation -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun

[rt-users] Add ticket comment on 'take' action

Have any of you created or had experience with a scrip where when the 'take' action is triggered, the current users ID automatically adds a predefined comment such as We have received your request, it will be acted on within the next 24-48 hours. Thanks for the help, Kris Germann Fibernetics

[rt-users] On Transaction Extract Subject Tag of correspondence and add to ticket subject (shown when searching tickets)

with template Transaction Condition: On Transaction Action: Extract Subject Tag Template: Global Template: Transaction Stage: Transaction Create With no luck. Has anyone had any success with this? Kris Germann Supervisor, Sales Technical Support Fibernetics Corporation freephoneline.ca 605 Boxwood Drive

[rt-users] autofill ticket subject and/or body on ticket create

I am trying to lay things out plain and simple, and am wondering if I can make a custom scrip to automatically place text in the subject line or body of a ticket when a ticket is created in a particular queue. Anyone have any insight? Kris Germann Fibernetics Corporation

[rt-users] 'Select one value' not 100% able to be manditory?

to get rid of that (no value)? Thanks Kris Germann Fibernetics Corporation

Re: [rt-users] Automatically move queue every x number of days or move / reassign according to priority

Thank you Ruslan, this is exactly what I'm looking for. Kris Germann Supervisor, Sales Technical Support Fibernetics Corporation freephoneline.ca 605 Boxwood Drive Cambridge ON, N3E1A5 -Original Message- From: ruslan.zaki...@gmail.com [mailto:ruslan.zaki...@gmail.com] On Behalf

[rt-users] Automatically move queue every x number of days or move / reassign according to priority

be waiting a while now and needs immediate support - Is there a way I could configure my queue-specific scrips to move tickets from Support: General - L1 3 days old to Support: General - L2 Escalations, and so on for Support: General - L3 Escalations ? Help is greatly appreciated. Kris Germann

Re: [rt-users] (no subject)

http://lists.bestpractical.com/mailman/listinfo/rt-users Kris Germann Fibernetics Corporation 605 Boxwood Drive Cambridge ON, N3E1A5 -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Andy GOKTAS Sent: Friday

[rt-users] Auto-own?

, but is there a way to tell what this query does (how many tickets are 3 days), but also tell me how old they actually are? Thanks Kris Germann Fibernetics Corporation

Re: [rt-users] Auto-own?

possible way for someone to open a ticket would force ownership? Kris Germann From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kenneth Crocker Sent: Tuesday, January 25, 2011 2:55 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt

Re: [rt-users] Auto-own?

It is extreme, yes. We'll see how it works out. Thanks, Kris Germann Fibernetics Corporation From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kenneth Crocker Sent: Tuesday, January 25, 2011 6:50 PM To: rt-users

[rt-users] Custom fields generating child tickets

, Let me know if you can, Kris Germann Fibernetics Corporation

Re: [rt-users] Custom fields generating child tickets

E, Queue G Type: ticket Refers-To: {$Tickets{'TOP'}-Id()} Content: {$Transaction-Content} ENDOFCONTENT Thanks Kris Germann Fibernetics Corporation From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kris Germann Sent

[rt-users] Status = 'rejected' blocks email address?

Does anybody know if this is even possible? When you set a ticket status to 'rejected' that it automatically add a condition to block that email address permanently? Getting a lot of spam of late . Kris Germann Supervisor, Sales Technical Support Fibernetics Corporation

Re: [rt-users] attachment and This transaction appears to have no content

Requestors: Requestor Email Status: Status Ticket URL: URL This transaction appears to have no content Or is this not what you are doing. Kris Germann Supervisor, Sales Technical Support Fibernetics Corporation freephoneline.ca 605 Boxwood Drive Cambridge ON, N3E1A5 From

Re: [rt-users] attachment and This transaction appears to have no content

Also make sure you have RT-Attach-Message: yes and {$Transaction-Content()} set. Kris Germann Supervisor, Sales Technical Support Fibernetics Corporation freephoneline.ca 605 Boxwood Drive Cambridge ON, N3E1A5 From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun

Re: [rt-users] search by CommentedOnBy?

-Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Tuesday, January 04, 2011 8:24 AM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] search by CommentedOnBy? On Mon, Jan 03,

Re: [rt-users] [kris_germ...@295.ca: Re: search by CommentedOnBy?]

know our Ivan relationship is 'complex' -kevin - Forwarded message from Kris Germann kris_germ...@295.ca - Date: Tue, 4 Jan 2011 08:32:21 -0500 From: Kris Germann kris_germ...@295.ca To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] search by CommentedOnBy? X-Mailer

Re: [rt-users] search by CommentedOnBy?

. for a specific user, or for all users chronologically. Thanks Kris Germann Supervisor, Sales Technical Support Fibernetics Corporation freephoneline.ca 605 Boxwood Drive Cambridge ON, N3E1A5 From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com

[rt-users] Bulk update shows active users and everyone who's emailed into RT

Hey guys, I'm wondering if there is a way to limit the number of users who show up when bulk-updating tickets to only the RT defined users, instead of now where it shows not only those users, but also everyone who has emailed in. I know this is used to allow people access to email RT but

Re: [rt-users] Bulk update shows active users and everyone who's emailed into RT

Technical Support Fibernetics Corporation 605 Boxwood Drive Cambridge ON, N3E1A5 On 10-12-02 09:59 AM, Kevin Falcone wrote: On Thu, Dec 02, 2010 at 09:05:31AM -0500, Kris Germann wrote: I'm wondering if there is a way to limit the number of users who show up when bulk-updating tickets

Re: [rt-users] rt with freeside

If I'm not mistaken you'll have to start by rebuilding the perl modules.. Ie. make perl-modules, make install-perl-modules, than run edit the toplevel Makefile set RT_External=0, RT_Internal=1, make config, and so on... Kris Supervisor, Sales Technical Support Fibernetics Corporation 605

Re: [rt-users] custom fields that apply to 'ticket transactions' only showing on ticket create

ON, N3E1A5 On 11/11/2010 01:57 PM, Emmanuel Lacour wrote: On Thu, Nov 11, 2010 at 10:45:49AM -0500, Kris Germann wrote: Is there a way to show a mandatory custom field ONLY when the ticket is first created? There is something like this in RT todo list ... http://issues.bestpractical.com/Ticket

[rt-users] custom fields that apply to 'ticket transactions' only showing on ticket create

Is there a way to show a mandatory custom field ONLY when the ticket is first created? I want people to enter phone numbers and dates of technical issues, however now they are being asked to enter them again when resolving the ticket, which really there is no point to since it's recorded

Re: [rt-users] custom fields that apply to 'ticket transactions' only showing on ticket create

? Kris Supervisor, Sales Technical Support Fibernetics Corporation 605 Boxwood Drive Cambridge ON, N3E1A5 On 11/11/2010 10:45 AM, Kris Germann wrote: Is there a way to show a mandatory custom field ONLY when the ticket is first created? I want people to enter phone numbers and dates

Re: [rt-users] custom fields that apply to 'ticket transactions' onlyshowing on ticket create

Ruslan, Thank you, I've also forgot to mention that I'd like to keep the way the content of the custom field displays in the transaction body with 'ticket transactions' I may be wishing too much but who knows... Kris Germann Supervisor, Sales Technical Support Fibernetics Corp Sent

[rt-users] Ticket creation adds content automatically

Hey guys, So I'm having a bit of trouble here... I'm trying to create a scrip to run, which is whenever a ticket is created for a specific queue, there is already text in the content window (like there is when you have a signature). My scrip is: Condition: On Create Action: Create Tickets

Re: [rt-users] Ticket creation adds content automatically

On Wed, Nov 10, 2010 at 3:32 PM, Kris Germann kris_germ...@295.ca mailto:kris_germ...@295.ca wrote: Hey guys, So I'm having a bit of trouble here... I'm trying to create a scrip to run, which is whenever a ticket is created for a specific queue, there is already text in the content

Re: [rt-users] Creating child tickets from custom field

Here's where I got my info from, but some clarification would be nice: http://wiki.bestpractical.com/view/WorkFlow Kris On 11/03/2010 09:12 PM, Kris Germann wrote: Evening everyone, I have a few questions that I hope you can answer, I have created a custom field labelled 'Send to:', where

Re: [rt-users] Subject Tags

Look up. The subject tag is what appears in the subject of an outgoing email - similar to [rt-users] except it would have your ticket number in place. {$Ticket-id}] is the exact string I believe. If your rtname was set to Company A, all outgoing emails including autoreplies would show up as

Re: [rt-users] Subject Tags

I completely misinterpreted your question, Ruslans' answer is what you need ;) Kris On 11/04/2010 05:18 PM, Kris Germann wrote: Look up. The subject tag is what appears in the subject of an outgoing email - similar to [rt-users] except it would have your ticket number in place. {$Ticket

[rt-users] Creating child tickets from custom field

Evening everyone, I have a few questions that I hope you can answer, I have created a custom field labelled 'Send to:', where there is a drop down list naming several queues. What I'm wondering is when I select a queue from the custom field (Send To:) and update the ticket, if it could then

[rt-users] Allow HTML Messages through RT

Hey guys, So, I defined PreferRichText to allow HTML messages through RT when customers email from their Outlook clients or similar which use recursive HTML formatting unless otherwise specified. Unfortunately, RT is pretty vague on how certain flags are set so I'm just blindly stumbling

[rt-users] Allow HTML Messages through RT

Hey guys, So, I defined PreferRichText to allow HTML messages through RT when customers email from their Outlook clients or similar which use recursive HTML formatting unless otherwise specified. Unfortunately, RT is pretty vague on how certain flags are set so I'm just blindly stumbling

Re: [rt-users] Allow HTML Messages through RT

to change undef to 1 and voila, now HTML works on incoming correspondence!... No size formatting though, guess I can live without it. Kris Mentor, Sales Technical Support Fibernetics Corp 605 Boxwood Drive Cambridge, ON N3E1A5 On 10/26/2010 03:07 PM, Kris Germann wrote: Hey guys, So, I

Re: [rt-users] Can watcher notifications use a different template?

Howard, I'm looking to tweak our internal RT process so that internal users can 'claim' a ticket directly from the e-mail notification, to avoid having two people working on one issue (we have a group of people who are all watchers on the General queue, and those people generally work from

Re: [rt-users] Update Ticket Subject on Comment/Reply

I actually requested this as well, it would be incredibly useful. I've tried making a scrip for making any correspondence extract subject tag of the email (to RT) and move to ticket TITLE but no luck... Kris Germann Mentor, Sales Technical Support Fibernetics Corp Sent wirelessly from my

Re: [rt-users] Update Ticket Subject on Comment/Reply

Date: Wed, 20 Oct 2010 02:38:33 To: kris_germ...@295.ca Cc: rt-users-boun...@lists.bestpractical.com; Andrew Bestfesti...@gmail.com; rt-users@lists.bestpractical.com Subject: Re: [rt-users] Update Ticket Subject on Comment/Reply On Wed, Oct 20, 2010 at 2:16 AM, Kris Germann kris_germ...@295.ca

[rt-users] On transaction, replace ticket's subject with transaction's subject

I'm wondering if this is something I should be capable of doing, however right now it eludes me. For standard requests which have common subjects, for example, Subject: CUSTOMER NAME - PHONE NUMBER I'm attempting to write a scrip which then enables us to replace ticket's subject with the