Due to the combined effect of two different configurations, some of
our emails weren't getting delivered AND the errors weren't getting
reported. Fun I know.
I generated a list of all the emails that would have failed, and what
I'd like to do is have a script resend the last correspondence
This might be more of a MTA question, but we're using rt-mailgate set
up in /etc/aliases with postfix. httpd stopped working on our RT
server, so obviously new mail couldn't be put into RT.
My question is would the mail queue up anywhere to be reprocessed? RT
is so robust that I can't
We've rolled out RT very successfully to our Customer Service
department, and am interested in using it for some other needs.
The problem is that some users who will need to be privileged to have
tickets assigned to them should be using the self-service interface.
They can reply to tickets
), and then also
modifying the self service tabs to add a link to the Advanced
interface.
Steve
On Feb 22, 2008, at 1:27 PM, Joe Casadonte wrote:
On 2/22/2008 12:41 PM, Steve Cochran wrote:
Has anyone setup RT this way so that privileged users still get
the self-service interface?
http
Are all the dates in the DB stored in GMT? Looking to get some stats
out of RT, and have the following query to count all of the request
messages (and a negated one for the replies):
select Count(*) from Transactions, Tickets where (Transactions.Type =
'Correspond' and
I was just looking at the built-in reports, and I couldn't find
anything on the wiki or list archives about customizing them or
creating new reports.
What's the most common approach? RT3StatisticsPackage? My needs are
pretty simple. Right now just have four main criteria to report on:
I have a simple custom field, when editing it's presented as a
selection box, not a pull down menu because of the size attribute.
in Elements/EditCustomFieldSelect on line 65, I found the following:
% if ($Multiple or [EMAIL PROTECTED]) {
size=%$Rows%
% }
Assuming I'm
class?
On Jan 28, 2008, at 10:29 AM, Emmanuel Lacour wrote:
On Mon, Jan 28, 2008 at 09:43:58AM -0500, Steve Cochran wrote:
Has anyone modified RT to automatically quote the last correspondence
when using the Reply link from the Tab bar? Didn't see anything on
the
wiki.
You have
Has anyone modified RT to automatically quote the last correspondence
when using the Reply link from the Tab bar? Didn't see anything on the
wiki.
Steve
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Community help:
Problem with this is that other people might open it/reply to it
during the time they are writing.
That's why I think we'll have to train users to take the message
before they respond to it.
On Jan 28, 2008, at 6:53 AM, Espen Wiborg wrote:
It sounds to me as if what you really need is
I was looking to change the flow after the Take link on glance
screen was clicked. Right now, if a queue worker takes a ticket,
they then have to click a second link to reply after the ticket is
Displayed.
As this is the most common workflow, I was looking to combine the
steps. Two ideas
Thanks everyone for the feedback on RTFM vs CannedReplies. RTFM is
great, was def the way to go and is nicely integrated with RT.
THe only problem I'm having is trying to delegate the maintenance of
Topics in RTFM. I have a group that can see the class in RTFM, and
have another supervisors
on which approach
to try first?
Thanks,
Steve Cochran
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Commercial support: [EMAIL PROTECTED]
Discover RT's hidden secrets with RT Essentials
: You can only reassign tickets that you own or that are
unowned ((eval 831):10)
is there some way to force the scrip to reassign the ticket by acting
as a user with more controls?
Steve
On Jan 21, 2008, at 12:03 AM, Steve Cochran wrote:
I'm trying to write a scrip that runs on a status
to code them.
Steve
On Jan 14, 2008, at 11:01 PM, Todd Chapman wrote:
I don't follow.
On 1/14/08, Steve Cochran [EMAIL PROTECTED] wrote:
One of the problems is that any ticket that is closed but responded to
is also owned by the first person to respond. So even if the logout
code cleared any
Yep, we have shifts, and not everyone works every day. Tracking how
many tickets are resolved is something the powers that be want.
I'm just looking for the easiest way to make sure that no one has to
go looking for tickets to steal from users that went home or are out
for the day
One of the problems is that any ticket that is closed but responded to
is also owned by the first person to respond. So even if the logout
code cleared any tickets they owned, more worried about tickets that
become owned when they aren't there.
Steve
On Jan 14, 2008, at 11:58 AM, Todd
In setting up RT for our CS group, one question about workflow entered
the discussion. Requests from customers are very minimal, not
requiring lots of time or followup.
Assuming that, I think most tickets would be closed after the first
answer. This would be easy to do with a Scrip. But
Working with a clean install of 3.6.3 on FC 7, running into a problem
with outgoing email. Using the default config of sendmail pipe.
Scrip 6, which is the default send email to requester, is failing with
error: no recipients found. This was with email coming from a internal
account that
Think we solved it. If you respond to a ticket that you generated the
request for, it doesn't send you mail. Is that correct?
Steve
On Jan 8, 2008, at 4:20 PM, Steve Cochran wrote:
A little more info. Did some additional testing and a second account
that was known to RT but wasn't
Everyone has been really helpful, I appreciate it. Two more questions.
First, the RT wiki hasn't allowed new user accounts to be created for
a while now. Known problem?
Second, the wiki and this mailing list mention webrt.css as a way to
customize the front-end look. I searched my install
I'm wondering what the correct place to create a new section that can
be included in the At a Glance view. I'm looking to create a small
summary of requests a user has made (mini-self service list) that can
be added globally for all users.
Along those lines, is there a way to link to the
On Jan 7, 2008, at 10:31 AM, Mathew Snyder wrote:
Why not just use the Tickets I created widget?
I don't have that widget listed, is it part of the standard install?
Steve
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SAVE
I was looking there, and in the global settings. I don't have widget
called Tickets I created.
Steve
On Jan 7, 2008, at 11:07 AM, Mathew Snyder wrote:
Under Preferences-RT at a glance you can select which widgets you
want to display.
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I need to make a small change to one of the files, and I read the wiki
article about cleanly customizing.
I'm interested in copying the file into a local directory and have
it used instead of the distro one, but I'm not sure where the local
dir should be.
I'm using rt3 from rpm on
I think I might have found something weird going on. One of the
included searches uses the special string __CurrentUser__ as a
search term. This is mapped in the Elements/ShowSearch file to be
$session{CurrentUser}-Id.
Now the search works properly on the front page, but if you go into
Good info, thanks.
So that means to have a My Requests widget on the RT At A Glance
page, I'll have to find where the hack to turn __CurrentUser__ into
the username happens, and make it happen for my widget as well.
Seems like what I want to do should be really easy. Display a widget
Good info, thanks.
So that means to have a My Requests widget on the RT At A Glance
page, I'll have to find where the hack to turn __CurrentUser__ into
the username happens, and make it happen for my widget as well.
Seems like what I want to do should be really easy. Display a widget
:10 PM, Steve Cochran wrote:
Good info, thanks.
So that means to have a My Requests widget on the RT At A Glance
page, I'll have to find where the hack to turn __CurrentUser__ into
the username happens, and make it happen for my widget as well.
Seems like what I want to do should be really
I'm new to RT, so sorry if this is simple, but I didn't see it
addressed on the wiki or the archive.
We've just set up RT 3.6.3, and the default ticket view puts the
actual request way down at the bottom of the page, off the screen. Is
that normal? Do people usually adjust that? Seems to
Found those, and it does seem to remember my preference between
tickets, haven't tried logging out yet.
Changing the default would be nice, but think I'll probably just end
up rearranging the ticket view anyway.
On Jan 3, 2008, at 2:58 PM, Bill Fischer wrote:
Clicking the carrot (or up
Did anyone take ownership of the rtimportldap.pl script? Is there an
updated version somewhere? Last message I can find about it in the
archives is from 2005.
I have external LDAP authentication working, but I'd like to pre-
populate the RT user db with my LDAP users so I can set up
and sync my groups now, so will fix anything I encounter
during that as well.
I'm new to RT, is there a contrib section or subversion repository for
things like this?
Steve Cochran
King Arthur Flour
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In trying to get the group sync part of this script working, ran into
something I'm not sure about.
What's the internal difference between a User and a Principal? in
Group_Overlay, HasMember wants a Principal object, not a User object.
The examples at the top of that file show Loading a
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