Re: [rt-users] Default Value for User Custom Fields

On Tue, Mar 7, 2017 at 3:16 AM, Woody - Wild Thing Safaris wrote: > I added "Users" to line 2016 in CustomField.pm > > return 0 unless $self->LookupType =~ /RT::(?:Ticket|Transaction|User)$/; > > and it seems to behave as expected. But RT::Users must have been left

Re: [rt-users] Regex in scrip won't match multi-line strings

On Fri, Mar 3, 2017 at 9:30 AM, Peter Nikolaidis wrote: > Apparently I'm still doing something wrong and regex is kicking my butt. > > Sample message body: > - > * Stopping Asterisk PBX: asterisk > ...done. > * Starting Asterisk PBX:

Re: [rt-users] Default Value for User Custom Fields

What version of RT are you using? -m On Thu, Mar 2, 2017 at 1:46 PM, Woody - Wild Thing Safaris wrote: > Hi RT Folks, > > Am i missing something? I see no option to select a "default value" for > "select one value" type custom fields if they are of lookuptype

Re: [rt-users] Automatted parsing of mails entering an RT queue

What version are you using CK? -m On Thu, Mar 2, 2017 at 2:35 AM, Christopher Kunz wrote: > Hi all, > > we've been using RT for almost 15 years now with great success, but our > growing company needs a little more automation now. As we are a hosting > company /carrier, we

Re: [rt-users] Use lifecycle to set status and invoke Dates page?

On Mon, Feb 27, 2017 at 9:56 AM, Peter Nikolaidis wrote: > Hi Matt, > > Thanks for the reply. What woudl be the callback/action to take someone to > the Dates page for a ticket? Have you used callbacks before? I ask because, while extremely useful, they also have a

Re: [rt-users] Regex in scrip won't match multi-line strings

On Mon, Feb 27, 2017 at 9:48 AM, Peter Nikolaidis wrote: > Hi all, > > I'm trying to automatically resolve tickets that don't require any action. > In this example, I receive a backup notification. I know it's a backup > script result email based on the subject, and I know

Re: [rt-users] Use lifecycle to set status and invoke Dates page?

Hi Peter, On Sun, Feb 26, 2017 at 7:59 PM, Peter Nikolaidis wrote: > Hi, > > I'd like to have a lifecycle action called "schedule," which would set the > ticket's status to "scheduled" and take the user to the ticket's Dates page > so they could set a due date. It's this

Re: [rt-users] Action mene history blank

Hi Chris, On Fri, Feb 24, 2017 at 11:27 AM, Chris Willard wrote: > Hello Rt-users, > > When I reply using the action menu the history is empty! Is this a bug > and is there a fix? So we are on the same page: reply = correspondence (this is part of RT, there is a dual

Re: [rt-users] The default queue via RT

Hi Chris, On Sun, Feb 19, 2017 at 2:19 PM, Chris Willard wrote: > Hello All, > > Is it possible to change the email from address (e.g. The default > queue via RT)? What version of RT are you using? For recent versions: Admin -> Queues -> Select Then select the

Re: [rt-users] Recovering Disabled Articles

On Tue, Feb 14, 2017 at 8:14 AM, Matthew Coons wrote: > Hello RT User group, > > I'm curious if there is a way from RT to enable an article that has been > disabled? I don't see a way to search for disabled articles in RT, and > Googling this question does not return any helpful

Re: [rt-users] Fwd: Using getting stuck when choosing new Custom Lifecycle

On Tue, Feb 14, 2017 at 8:14 AM, Dippery, Kyle wrote: > In my own custom lifecycle, I have one hyphenated status ("in-use"). I don't > remember why (perhaps this is the reason), but I have it in quotation marks > as a key in our transitions array: > > transitions => { >

Re: [rt-users] Assets Advanced Search

Which version of RT are you using? -m On Sun, Feb 12, 2017 at 4:09 PM, Chris McClement wrote: > Is there a way of "advanced searching" assets? For example, I'd like to > search for all assets where status != "EOL" etc. When searching tickets > there's always an advanced

Re: [rt-users] Tickets time affected on service contrats

On Thu, Feb 9, 2017 at 7:35 AM, Frank Soyer wrote: > I tried, thanks for the suggestion Matt. But if I need to dig in code to > have a sum of times, I think I'll rather try to develop a module to manage > contracts ^^ > Unfortunatly, no time to learn RT dev for the moment, and

Re: [rt-users] excluding queue in RT SQL

Hey Alex, On Thu, Feb 9, 2017 at 9:02 AM, Alex Hall wrote: > Hi all, > Just a quick question, and one I feel like I should know. In RT's > implementation of SQL, how do I specify a queue; name or ID? Just a point of clarification: RT has something called TicketSQL and while

Re: [rt-users] Unable to bulk update Assets

On Wed, Feb 8, 2017 at 2:58 PM, Shawn M Moore wrote: > We have a fix for this in the upcoming releases of RT; in the meantime you > can apply the patch to your RT instance: Shawn, Any rough estimate on 4.4.2? Thanks! -m

Re: [rt-users] Tickets time affected on service contrats

Hi Frank, On Wed, Feb 8, 2017 at 4:11 AM, Frank Soyer wrote: > Hi all, > I wonder if an extension or some solution exists for managing service > contracts, I mean, registering somewhere for a queue and/or a (some) > requestor(s), a total time to decrement, and decrementing it

Re: [rt-users] Changing default format of ticket list in queue?

Hi Alex, On Mon, Jan 30, 2017 at 11:18 AM, Alex Hall wrote: > Hi all, > Where would I go to change the default format for the list of tickets shown > when you click a queue name? I presume you are talking about the Queue List? Can this be done on a queue-by-queue basis, or

Re: [rt-users] Hiding menu options for particular user groups

On Wed, Jan 25, 2017 at 3:03 PM, Matthew Coons wrote: > Is there anything besides restarting apache and clearing the Mason cache > that I need to do for my changes to take effect? Perhaps. What did you exactly do besides those two steps? Feel free to copy and paste what

Re: [rt-users] Hiding menu options for particular user groups

https://docs.bestpractical.com/rt/4.4.1/writing_extensions.html#Adding-and-Modifying-Menus On Wed, Jan 25, 2017 at 11:57 AM, Matthew Coons wrote: > Hello RT users, > > I wanted to know if anybody had a working example or was already hiding RT > menu options from logged in

Re: [rt-users] Limiting rt-crontool notifications to every n days?

On Tue, Jan 17, 2017 at 1:24 PM, Alex Hall wrote: > Did your JSON-like syntax for > updating fields ever make it into core for 4.4.1? Not yet. -m

Re: [rt-users] Limiting rt-crontool notifications to every n days?

4.1? I found the attachment in > your linked message, but it's a bin file and I'm not sure what to do with > it. > > On Tue, Jan 17, 2017 at 11:17 AM, Matt Zagrabelny <mzagr...@d.umn.edu> > wrote: >> >> Hey Alex, >> >> On Mon, Jan 16, 2017 at 8:18 AM, A

Re: [rt-users] Limiting rt-crontool notifications to every n days?

Hey Alex, On Mon, Jan 16, 2017 at 8:18 AM, Alex Hall wrote: > Hi all, > RT is sending out notifications for old tickets just like we want it to. If > a ticket hasn't been updated in seven days and the status is open or new, > the owner gets an email every weekday until the

Re: [rt-users] __active__ including stalled tickets?

5, 2017 at 10:07 AM, Alex Hall <ah...@autodist.com> wrote: > > > On Thu, Jan 5, 2017 at 11:01 AM, Matt Zagrabelny <mzagr...@d.umn.edu> wrote: >> >> __Active__ is case sensitive, I believe. > > I should have said that I tried capital and lowercase A in my sear

Re: [rt-users] no alert for invalid mail addresses

On Thu, Jan 5, 2017 at 9:59 AM, Petr Hanousek wrote: > Thank you Matt, this will also help. BTW, for the curiosity, the "Merge > with an alternate user" option behaves the same way like > http://search.cpan.org/~bps/RT-Extension-MergeUsers/lib/RT/Extension/MergeUsers.pm > or

Re: [rt-users] __active__ including stalled tickets?

__Active__ is case sensitive, I believe. -m On Thu, Jan 5, 2017 at 9:56 AM, Alex Hall wrote: > Hey all, > I just did a search: > Priority > 9 and Status = '__active__' > Five of the resulting tickets are stalled, but I thought __active__ ignored > stalled tickets. Any idea

Re: [rt-users] no alert for invalid mail addresses

Hi Petr, We have this problem a lot. BP wrote us this module to help manage autocreated users that don't belong in the database: https://github.com/bestpractical/rt-extension-manageautocreatedusers -m On Thu, Jan 5, 2017 at 3:53 AM, Petr Hanousek wrote: > Hi geeks, >

Re: [rt-users] Where to put crontool scripts?

On Wed, Jan 4, 2017 at 10:13 AM, Alex Hall wrote: > Hi all, > I'm just wondering if there's a conventional place to store scripts that run > crontool jobs? I've got one to notify people of old tickets, but I'll be > making more, now that this one is working. Thanks again for

Re: [rt-users] How to create a new RoleGroup?

On Wed, Jan 4, 2017 at 8:30 AM, wrote: > I logged into RT as an admin: > -> Admin -> Queues -> Select Queue -> Watchers > > Then: > - New Watcher -> Find NAME -> Choose Option "AdminCc" --> Save Changes > ERROR: Role group 'AdminCc' not found I just ran a quick

Re: [rt-users] How to create a new RoleGroup?

Hi Patrick, On Wed, Jan 4, 2017 at 8:00 AM, wrote: > > Hello, > > after an RT-Upgrade I am not able to add Watchers to on Queue. What version were you running? What version did you upgrade to? > Error Message: In german "Rollen Gruppe 'AdminCc' nicht gefunden" >

Re: [rt-users] external templates

Hey Woody, I haven't encountered external templates. Obviously, anything is possible - but I don't know the best solution for your problem. -m On Mon, Dec 19, 2016 at 11:14 AM, Woody - Wild Thing Safaris wrote: > Hi All, > > I've searched long and hard, but to my

Re: [rt-users] constantly seeing error after RT::Extension::Announce

Hi Alex, On Mon, Dec 19, 2016 at 12:07 PM, Alex Hall wrote: > I'm almost positive I ran that, and the page says I could end up with data > duplication if I run it again. Is there a query I could run in the database > to check, so I can know for sure? Thanks. Check the

Re: [rt-users] LastUpdated for tickets not working?

Hi Alex, On Mon, Dec 19, 2016 at 12:54 PM, Alex Hall wrote: > Hello all, > I'm trying to get stale ticket alerts working, so am using the > UntouchedInHours condition. I've also tried, in SQL: > LastUpdated <= '2 days ago' > and similar searches. Yet, I always get the same

Re: [rt-users] All users can comment despite that right being revoked

On Thu, Dec 15, 2016 at 11:08 AM, Alex Hall wrote: > You mentioned a rights debugger in 4.6. Is 4.6 out for testing? Not yet. Rights > debugging sounds very useful! My employer is sponsoring the rights debugger. BP said it would be cored in 4.6 or 4.8. -m - RT

Re: [rt-users] All users can comment despite that right being revoked

Hi Alex, On Thu, Dec 15, 2016 at 8:28 AM, Alex Hall wrote: > Hi all, > We've just discovered something odd. It seems that all users can comment on > tickets, even though we've removed the "comment on tickets" right everywhere > we've found it--all groups, privileged users,

Re: [rt-users] Count and Group By CF

On Fri, Dec 9, 2016 at 11:23 AM, Barton Chittenden wrote: > We use a CF called 'Community Bug' to track bugzilla bug numbers associated > with customer tickets. It would be really useful to know which values of > CF.{Community Bug} occur most often. > > If you'll

Re: [rt-users] missing callbacks in 4.4.1 CSS?

Hey Alex, On Fri, Dec 9, 2016 at 10:08 AM, Alex Hall wrote: > Thanks. By "lib", I assume you just mean to make a folder somewhere, then > use "@import myNewLib/myFile.css"? Should I make a replacement for the css > file in local/html/NoAut/something that I'm replacing? I

Re: [rt-users] missing callbacks in 4.4.1 CSS?

Hi Alex, No need for a callback. Just include your CSS files in a lib. There is a function call you can make to include a CSS file in /static/css/. This is the proper way in, at least, 4.2. -m On Dec 9, 2016 9:55 AM, "Alex Hall" wrote: > Hey all, > I'm trying to add a

Re: [rt-users] Searching for tickets with empty CF in RT 4.2.8

Hi Thomas, On Fri, Dec 9, 2016 at 4:53 AM, Thomas Oddsund wrote: > Hello, > > I have some saved searches on my dashboard. Three of them are based on a > Custom Field; one show tickets where the CF is set to X, one where CF is set > to Y, and one is supposed to show

Re: [rt-users] simple search not finding words in subjects?

On Wed, Nov 30, 2016 at 9:46 AM, Alex Hall wrote: > Hi all, > My boss said he couldn't find a ticket that he thought he should be able to > find. He was searching a customer name, let's say Custname. I thought at > first the problem was that the ticket was resolved, but I was

Re: [rt-users] Custom fields in saved searches

Hi Alex, On Wed, Nov 30, 2016 at 8:05 AM, Alex Hall wrote: > Hi all, > We have one global custom field, 'type', and several other custom fields > that only apply to one queue. When we make a saved search for our sales reps > so they can see tickets that apply to the customers

Re: [rt-users] Exporting Data From RT

Hey Eddie, You can get spreadsheet (TSV) representation of ticket search results - which could include CFs. I'm not sure about the transaction (txn) history. Perhaps via REST? I'm guessing that there isn't an *easy* way to get all that. -m On Wed, Nov 23, 2016 at 9:05 AM, Eddie Jones

Re: [rt-users] Failed attempt to create a ticket by email, from us-c...@ncas.us-cert.gov

Hi Steve, Try granting "View queue" to everyone. -m On Mon, Nov 21, 2016 at 2:34 PM, Stephen Switzer wrote: > I received an email today: > > us-c...@ncas.us-cert.gov attempted to create a ticket via email in the queue > Incident Reports; you > might need to grant 'Everyone'

Re: [rt-users] questions about crontool user setup

On Thu, Nov 17, 2016 at 10:45 AM, Alex Hall wrote: > Hi list, > I'm looking into email alerts for untouched tickets, and I thought of the > crontool right away. In reading its Wiki page, I'm a little confused about > setting up the user to run it. RT 4.4.1, Debian 8. Link I've

Re: [rt-users] FTS enabled in SiteConfig, but not being enabled

On Tue, Nov 15, 2016 at 9:56 AM, Alex Hall wrote: > Good thought, but that doesn't seem to have helped. It still says that > Enable and Indexed are 0 in the system configuration page. > > On Tue, Nov 15, 2016 at 10:49 AM, Martin Wheldon >

Re: [rt-users] Unable to create tickets after MySQL update?

Hi Alex, On Mon, Nov 14, 2016 at 10:37 AM, Alex Hall wrote: > Hello again all, > I just discovered I have a more serious problem than full-text indexing not > working. I'm getting an error when anyone tries to make a ticket, and the > ticket is never created. Here's the

Re: [rt-users] color-coding tickets by priority?

Hi Alex, On Mon, Nov 7, 2016 at 8:49 AM, Alex Hall wrote: > Hi list, > Now that I have priority on the main ticket creation page rather than the > details page, people are using it more. I'm expecting the next question I > get to be about making tickets of certain priorities

Re: [rt-users] Searching ticket content?

Hey Alex, On Mon, Nov 7, 2016 at 7:57 AM, Alex Hall wrote: > Hello list, > Some users at work are wondering if they can search ticket contents? There's > no way in the search builder, E nope. There is. Search -> Tickets -> New Search The second drop down on your

Re: [rt-users] Overriding files in lib/RT?

Hi Alex, On Mon, Oct 31, 2016 at 11:09 AM, Alex Hall wrote: > Hey list, > How would I override /opt/rt4/lib/RT/Interface/Email.pm? Overlays. https://docs.bestpractical.com/rt/4.4.1/RT/StyleGuide.html#EXTENDING-RT-CLASSES It looks like there is also an outdated wiki

Re: [rt-users] custom validation on custom fields?

On Fri, Oct 28, 2016 at 3:30 PM, Alex Hall wrote: > Indeed there is, and I honestly don't know how I missed it. All I can say is > I must have tabbed right past it, so the screen reader never spoke the > field's name. > > I noticed the pound sign being used a lot. Is the rule

Re: [rt-users] custom validation on custom fields?

Hey Alex, On Fri, Oct 28, 2016 at 1:58 PM, Alex Hall wrote: > Hi all, > I've looked through the wiki and the docs, plus on Google, but can't find > anything about customizing validation. We have two custom fields which may > be empty or not, but if they have a value, it has

Re: [rt-users] Template snippet causes template to silently fail

Hey Alex, On Wed, Oct 26, 2016 at 4:29 PM, Alex Hall wrote: > Hi all, > The way our company uses RT, there's no need to distinguish between comments > and replies, and users may use either one without realizing the difference. > In my new email template, I want to show

Re: [rt-users] Secondary Approvals

Hi Brian, On Wed, Oct 26, 2016 at 2:45 PM, Dunbar, Brian wrote: > Any help would be greatly appreciated. I don't know about secondary approvals. If the approvals approach doesn't solve your problem, you could solve it with a lifecycle. -m - RT 4.4 and RTIR

Re: [rt-users] Difficulty of turning one-time CC into full CC?

Hi Alex, On Tue, Oct 25, 2016 at 1:55 PM, Alex Hall wrote: > > I know, in theory, how to make such a change now. What I'm wondering is how > hard it might be. If anyone has ever done this before, can you give an idea > of what is involved? The UI is one part, but what

[rt-users] [phish?] Re: Identifying database credentials in use during upgrade?

On Mon, Oct 24, 2016 at 7:09 AM, Alex Hall wrote: > Hello list, > As I mentioned, the upgrade on my test server from 4.2.8 to 4.4.1 went well. > On the production server, though, it's not; the upgrade-database script is > failing when it tries to connect to the database. I've

Re: [rt-users] Deleting one attachment

On Wed, Oct 19, 2016 at 11:28 AM, Ram wrote: > Hi all, > A user at work added an attachment that violates corporate policy to a > ticket; the ticket itself is valid and must be kept. I need to delete the > attachment. A quick look at the rt-shredder tool does not make it

Re: [rt-users] RT 4.4.1 login form and 2FA

On Mon, Oct 17, 2016 at 7:45 AM, Kem Hartley wrote: > RT Community, > I'm trying to setup 2FA, specifically Duo, with the RT login process. I'm > having a difficult time figuring out where to place the duo perl code in the > login process. I'm using external LDAP

Re: [rt-users] Changes to html files not appearing

Hi Alex, On Thu, Oct 13, 2016 at 3:43 PM, Alex Hall wrote: > Hello list, > I've made a change to ShowEmailRecord.html. I copied it to > /local/html/Ticket, modified it, cleared the mason cache, and restarted > both FCGI and Nginx. But I can't see my change on the website. Of

Re: [rt-users] [phish?] Re: clarification on callbacks

On Wed, Oct 12, 2016 at 8:44 PM, Alex Hall wrote: > >> You would use local versions of the Mason components. RT doesn't (at >> this point) have that modular or dynamic of an architecture. > > I hoped you weren't going to say that. :) I was looking earlier, to find > where

[rt-users] [phish?] Re: clarification on callbacks

On Wed, Oct 12, 2016 at 3:53 PM, Alex Hall wrote: > Callbacks I get now, at least I'm pretty sure I do. I've been reading the > docs for RT objects, and if I can use any of the properties and methods I've > found, I can see how plugins are so powerful. > > My sticking point

Re: [rt-users] Using self service interface for privileged users in 4.4.1?

On Wed, Oct 12, 2016 at 8:51 AM, Alex Hall wrote: > The below code is great, thank you. I'm trying now to figure out a way to > toggle the interface while staying on the current page, but I'll have to do > more reading first. > > Using callbacks, can I remove items from

Re: [rt-users] create transaction record

On Tue, Oct 11, 2016 at 4:09 PM, Bryon Baker wrote: > Yes I thought of the custom field and that would be easy, but I have so many > now. I just didn't want to add another. But if I can't find anything else > that is what I will do eventually. I'm sure there is a way to

Re: [rt-users] clarification on callbacks

Hey Alex, On Tue, Oct 11, 2016 at 3:27 PM, Alex Hall wrote: > Hello list, > I'm considering trying out a callback. Ken suggested it as a way to add a > link to pages that will let users toggle between self-service and standard > interfaces, and I'm very much hoping I can use

Re: [rt-users] create transaction record

On Tue, Oct 11, 2016 at 2:25 PM, Bryon Baker wrote: > Yes that is what I am doing I hoping for some kind of call like > "$RT::Logger->debug" for logging. But I have not found anything. The web > service call is actually being executed from inside custom home built actions.

Re: [rt-users] create transaction record

On Tue, Oct 11, 2016 at 1:54 PM, Bryon Baker wrote: > Matt > Thanks for the reply. > > All I want to do is add an entry in the ticket history that contains the > return information from the call to the web service. I have the information > logged to the log file, but I also

Re: [rt-users] create transaction record

On Mon, Oct 10, 2016 at 4:16 PM, Bryon Baker wrote: > Hello List > > > > I have created a custom scrip the will respond to an email via a web service > call. I would like to create a transaction with the return message. What do you want the txn to do? Set a custom field,

Re: [rt-users] Using self service interface for privileged users in 4.4.1?

On Tue, Oct 11, 2016 at 8:05 AM, Alex Hall wrote: > Hello list, > I have 4.4.1 running. Someone said on this list that it included the option > to use the self service interface, even for privileged users? I don't see > that option in my user preferences. How do I enable it,

Re: [rt-users] Unable to connect to MySQL during RT upgrade

Hi Alex, On Mon, Oct 10, 2016 at 5:07 PM, Alex Hall wrote: > After a few more repeats of some of the below steps, suddenly things worked. > I'm embarrassed to say I may have forgotten to specify rt441.* when granting > privileges, instead only entering rt441. In any case, the

Re: [rt-users] Path to upgrade 4.2.8 Debian package to 4.4.1 source install?

Hi Alex, You don't need a guide. You can follow the install instructions that come with the RT source code. You can use the same database - just be sure to apply the upgrade steps. -m On Wed, Oct 5, 2016 at 7:52 AM, Alex Hall wrote: > After thinking about it, I've come to

Re: [rt-users] DB schema diagrams

On Thu, Sep 29, 2016 at 9:34 AM, wrote: > Hello, > > I'm looking for the schema diagrams for RT 4.2.12, but on the wiki > (https://rt-wiki.bestpractical.com/wiki/Schema) there are no links for the > following files : > - Rt schema.svg > - Rt4-schema-relationships.svg > and I

Re: [rt-users] Where is the 'privileged' group?

ay to do this automatically for > all users not in any user-defined group. > > On Mon, Sep 26, 2016 at 5:11 PM, Matt Zagrabelny <mzagr...@d.umn.edu> wrote: >> >> Admin -> Users -> Select >> >> Let this user be granted rights (Privileged) >> >&

Re: [rt-users] Where is the 'privileged' group?

Admin -> Users -> Select Let this user be granted rights (Privileged) -m On Mon, Sep 26, 2016 at 4:08 PM, Alex Hall wrote: > Hello again, > I created a user, and he reported later that he'd added himself to the admin > group. I was going to do that anyway, but I'm concerned

Re: [rt-users] Enabling extensions in RT4.2.8?

/usr/share/request-tracker4/lib/RT/Config.pm line 1106. >> Makefile:796: recipe for target 'install' failed >> make: *** [install] Error 255 >> >> Well, that's new. Obviously this is the source of the trouble, but what >> does it mean and how do I fix it? As far a

Re: [rt-users] Enabling extensions in RT4.2.8?

On Fri, Sep 23, 2016 at 2:20 PM, Alex Hall wrote: > Okay, good to know about the permissions and deleting everything below > mason_data/obj. I re-created the obj directory and set it to > www-data:www-data 755. > > I ran perl -c on the main config file, with the two plugin

Re: [rt-users] Enabling extensions in RT4.2.8?

Hi Alex, On Fri, Sep 23, 2016 at 12:15 PM, Alex Hall wrote: > Sorry for not replying in-line. I'd like to, but Google seems to have broken > something in their accessibility, and I can't navigate the quoted text in my > reply. The joys of using a screen reader. It's okay.

Re: [rt-users] Enabling extensions in RT4.2.8?

Hi Alex, On Fri, Sep 23, 2016 at 7:07 AM, Alex Hall wrote: > Strange... I get an exit code of 255 on my FCGI server with the extension > enabled. Hmmm. Enabling extensions shouldn't be too complicated. There is nothing tricky going on. If I comment out the lines in my

Re: [rt-users] Enabling extensions in RT4.2.8?

Hi Alex, On Thu, Sep 22, 2016 at 12:50 PM, Alex Hall wrote: > Hi all, > I can't seem to find the instructions for enabling extensions in 4.2.8. I've > found some for 3.x, but I thought I read somewhere that the syntax is a bit > different for 4.x. I know I add something to

Re: [rt-users] Not creating a user on CC

On Wed, Sep 21, 2016 at 11:07 PM, Thierry Thelliez wrote: > I am trying to avoid creating a user in the first place. I'm not sure there is a way around that. The user record is integral to the paper-trail auditability of RT. From what I have > been able to

Re: [rt-users] what can custom fields do?

Hi Alex, On Wed, Sep 21, 2016 at 3:55 PM, Alex Hall wrote: > Hi all, > I'm planning to add a "type" field globally. Initially, this will be a list > containing "discussion", "problem", and, maybe, "critical issue". What I'm > wondering, though, is whether the selection of a

Re: [rt-users] Best way to set up test RT instance?

On Wed, Sep 21, 2016 at 11:50 AM, Alex Hall wrote: > Hello all, > I finally have RT sending out emails on the company's server, so we're ready > to move forward with testing things and making changes. To that end, I'm > wondering how everyone manages testing changes without

Re: [rt-users] Showing the tickets properly.

Set($MaxInlineBody, 9); https://docs.bestpractical.com/rt/4.4.1/RT_Config.html -m On Wed, Sep 21, 2016 at 1:23 PM, yugi wrote: > Hi > > I am using RT4.4.1. > I got some complains from some of my users because most of the times when > users reply to tickets,

Re: [rt-users] Not creating a user on CC

On Tue, Sep 20, 2016 at 4:26 PM, Thierry Thelliez wrote: > Hello, > > Under RT 4.2, is it possible to not automatically create a user from the CC > field? It is possible to create a user - that has an email address as a "name". RT uses the field "name" to mean

Re: [rt-users] Changing logo, and viewing *all* tickets?

On Thu, Sep 15, 2016 at 11:32 AM, Shawn M Moore <sh...@bestpractical.com> wrote: > Hey Matt, Alex, et al, > >> On Sep 15, 2016, at 12:22, Matt Zagrabelny <mzagr...@d.umn.edu> wrote: >> I suppose there could be one additional meta status: __Initial__ >> >>

Re: [rt-users] Changing logo, and viewing *all* tickets?

On Thu, Sep 15, 2016 at 7:35 AM, Alex Hall wrote: > Hello all, > A couple questions from my boss that I don't know how to answer: can I > change the logo and link that appears at the top of all RT pages? He wants > it to be our logo and the link to go to our homepage. Yep.

Re: [rt-users] AdminCC on Queue Change

g. Okay. Sorry about the noise. :) > On Wed, Sep 14, 2016 at 3:33 PM Matt Zagrabelny <mzagr...@d.umn.edu> wrote: >> >> On Wed, Sep 14, 2016 at 1:20 PM, Scott Koch <scottk...@gmail.com> wrote: >> > RT Version: 4.2.12 (install has existed since 2003 and survive

Re: [rt-users] AdminCC on Queue Change

On Wed, Sep 14, 2016 at 1:20 PM, Scott Koch wrote: > RT Version: 4.2.12 (install has existed since 2003 and survived many major > upgrades) > > Expected Behavior: When I move a existing ticket from one queue to another, > the new queues AdminCCs will apply to that ticket for

Re: [rt-users] Changing Text on RT Login Page

On Mon, Sep 12, 2016 at 7:11 PM, Tim Gustafson wrote: > Hi, > > We just moved a bunch of users to an RT instance that uses LDAP > authentication, as opposed to RT-specific passwords. Some of our > users don't read our announcement e-mails (imagine that...) and are > trying to log

Re: [rt-users] Using Markdown in RT?

On Fri, Sep 9, 2016 at 9:43 AM, Alex Hall wrote: > I've switched my own account to use that simple editor, but does it already > handle Markdown syntax? If not, is there a plugin or setting to enable such > support? > It does not natively handle MD. A quick google did not

Re: [rt-users] Using Markdown in RT?

On Fri, Sep 9, 2016 at 9:09 AM, Alex Hall wrote: > Hello list, > Is there any way I can replace the default WISIWYG editor with a simple > Markdown composition editor? I woouldn't want this for everyone, but for me, > Markdown is far easier to deal with than the default

Re: [rt-users] Best way to email members of group on ticket creation?

On Tue, Sep 6, 2016 at 2:42 PM, Alex Hall wrote: > Yet another question. :) As I mentioned before, I have a setup where the > Graphics queue has two groups: graphics_staff and graphics_admins. I added > the rights on each group from within the queue's 'group rights' section,

Re: [rt-users] Assigning rights to groups for queues

Hey Alex, On Tue, Sep 6, 2016 at 2:11 PM, Alex Hall wrote: > That's okay, let me ask it this way. If I give a group rights in a queue, I > enter the group's name and select it from the list of matches. Correct. When I do > that, the group appears as a tab, next to CC,

Re: [rt-users] Assigning rights to groups for queues

Hi Alex, On Tue, Sep 6, 2016 at 1:48 PM, Alex Hall wrote: > Sorry to be difficult, but is there a way of knowing the selected group > aside from its bold status? Could you explain where, maybe in the tab order > or by what text I'd look for, the left pane is? I'm using a

Re: [rt-users] Assigning rights to groups for queues

On Tue, Sep 6, 2016 at 1:28 PM, Alex Hall wrote: > Hi all, > Sorry for all the questions. Now that the hard part is out of the way, I'm > configuring our test RT instance and keep running into little things I don't > get. I'm on RT 4.2.8, so some of the below could be bugs

Re: [rt-users] How do users/new tickets via email work?

Hi Alex, Comments inline. On Tue, Sep 6, 2016 at 10:16 AM, Alex Hall wrote: > Hi all, > RT is working well, sending and receiving email, which is wonderful > news--thanks again for all the help. What I'm wondering is how emailed > tickets work in terms of users. > > If I

Re: [rt-users] Ading users to queues?

On Sun, Sep 4, 2016 at 7:41 AM, Alex Hall wrote: > Okay, I think I get it. Users themselves are never added to queues. You *could* add users to queues, or grant users rights. However, you never *should*. Always abstract through a group. -m - RT 4.4 and RTIR training

Re: [rt-users] Making another user a full admin?

On Fri, Sep 2, 2016 at 4:18 PM, Alex Hall wrote: > Thanks, I've done it. My only question is, given that the checkbox was in > the 'admin' tab of that page, do the members of the group have to be admins > in some other way before the privileges kick in? Nope. They just need

Re: [rt-users] Making another user a full admin?

On Fri, Sep 2, 2016 at 3:36 PM, Alex Hall wrote: > Hi all, > I want to make my boss the other admin in RT (I'm still logged in as root, > so wouldn't mind making myself a real account that's also an admin). I'm in > the user rights area, and can allow users to do things, but

Re: [rt-users] Using rt4-fcgi with RT on Debian?

Hi Alex, [I see you replied since I started this email.] Some comments inline, but first let me say: I've used Debian for a long time. I've also used RT for a while - both installed via the deb packages and installed from source. With either route, it is pretty painless. For installing from

Re: [rt-users] Check if Custom Field is empty?

Hello, On Wed, Aug 24, 2016 at 6:17 AM, PeterMairGO wrote: > Hello, > I'm scripting a custom condition before a email will be sent. > I've tryed this: ($self->TicketObj->FirstCustomFieldValue('Solution') =! > 'NULL') Unfortunately, at a minimum, your perl is wrong. You

Re: [rt-users] rt-shredder & bash script

On Tue, Aug 23, 2016 at 10:47 AM, Tom Corcoran wrote: > Hi > > Noob question here. > Trying to use rt-shredder from a bash script using a bash date variable to > wipeout tickets but shredder seems to ignore my date parameter which I > assume is because its badly formatted. > >

Re: [rt-users] manipulate correspond content in history

Hi Woody, On Fri, Aug 19, 2016 at 7:26 AM, Woody - Wild Thing Safaris wrote: > HI all, > > My correspond scrip adds a table of CF values to the correspond email from > the template, and sends to the client. I would like those same changes > appended to the transaction

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