[rt-users] Disallowing ticket creation in a certain queue from SelfService

interface for unprivileged users? -Tim -- Tim Wilson Twin Cities, Minnesota, USA online: timwilson.info ph: 763.515.4960 -- RT Training London, March 19-20 and Dallas May 20-21 http://bestpractical.com/training

[rt-users] Are stepwise RT upgrades necessary

We're running RT 4.0 on our production server. Is it necessary to upgrade to each point release to get to 4.0.3, or can we go from 4.0 --> 4.0.3 in one step? -Tim -- Tim Wilson Twin Cities, Minnesota, USA online: timwilson.info ph: 763.515.4960 -- RT Training London, March 19-20 an

[rt-users] Drop-down menu for Owner field disappeared

RT suddenly stopped showing a drop-down menu for the Owner field today. It's just a regular text box now. You can still type in it, and the autocomplete works, but the drop-down is gone. We're running 4.2.0. There's no difference in behavior in different browsers. Any suggestions?

Re: [rt-users] printable "work order"

d down view of a ticket that prints pretty nicely. -Tim -- Tim Wilson, Director of Technology Buffalo-Hanover-Montrose Schools 214 1st Ave NE Buffalo, MN 55313 ph: 763.682.8740 fax: 763.682.8743 http://www.buffalo.k12.mn.us ___ http://lists.b

Re: [rt-users] Problem in Configuration

message that lets people know that there's no need to reply unless the issue isn't actually resolved. It becomes a training issue for the users who need to be made to understand that they don't need to say thanks. If they want to express their thanks, encourage them to send cooki

Re: [rt-users] 2 emails 2 different responses

r templates. I almost always need to create a custom set for each queue in order to help create the workflow that I need. -Tim -- Tim Wilson, Director of Technology Buffalo-Hanover-Montrose Schools 214 1st Ave NE Buffalo, MN 55313 ph: 763.682.8740 fax: 763.682.8743 http://www.buf

Re: [rt-users] [Fwd: Create Ticket but only if Custom Field is...]

articular custom field, CUSTOM_FIELD_NAME is the name of the custom field, and CUSTOM_FIELD_VALUE is the text you want to match. Get the FIELD_ID by browsing to the custom field's configuration screen in RT and looking at the URL. The end of the URL will contain the numeric ID of the custo

Re: [rt-users] changing the look and feel of RT tickets

$WebDefaultStylesheet to 'Local'--it works. Karl -- Karl Boyken, system administrator [EMAIL PROTECTED] 303A MLH, Dept. of Comp. Sci. http://www.cs.uiowa.edu/~boyken/ The U. of Iowa, Iowa City, IA 52242 319-335-2730 (voice) 319-335-3668 (fax) -- Tim Wilson, Director of Tech

Re: [rt-users] Create Ticket but only if Custom Field is...

tp://wiki.bestpractical.com/view/OnCustomFieldValueChange At the bottom you'll find the solution that worked best for me when I need to trigger a scrip on a particular value of a custom field. Good luck. -Tim -- Tim Wilson, Director of Technology Buffalo-Hanover-Montrose Schools 2

Re: [rt-users] changing the look and feel of RT tickets

ents. See the following wiki page for more information on that. http://wiki.bestpractical.com/view/CleanlyCustomizeRT BTW, it's probably not terribly useful to send mail directly to Jesse, Ruslan, or the rt-users-request address. Post your questions here, and you'll have the best chance o

Re: [rt-users] ExtractCustomField Regexp Help Needed

for matches. I don't think it can look in the message body. -Tim -- Tim Wilson, Director of Technology Buffalo-Hanover-Montrose Schools 214 1st Ave NE Buffalo, MN 55313 ph: 763.682.8740 fax: 763.682.8743 http://www.buffalo.k12.mn.us ___

Re: [rt-users] Triggering scrips on add/delete Ccs

New RFC: {$Ticket->Subject} The $watcherid value is the user id of the person added as CC. Thanks to everyone who responded to my original question. -Tim -- Tim Wilson, Director of Technology Buffalo-Hanover-Montrose Schools 214 1st Ave NE Buffalo, MN 55313 ph: 763.682.8740 fax: 763.682

Re: [rt-users] Triggering scrips on add/delete Ccs

That definitely does the trick. Now I just need to figure out how to send email to the newly minted Cc and not the whole group of Ccs. Thanks for the help Gene and Forrest. -Tim -- Tim Wilson, Director of Technology Buffalo-Hanover-Montrose Schools

Re: [rt-users] Triggering scrips on add/delete Ccs

sn't work: return undef unless ( $self->TransactionObj->Type->AddWatcher->Type eq "Cc" ); return 1; Neither does this: return undef unless ( $self->TransactionObj->Type->AddWatcher(Type=>"Cc" ); return 1; -Tim -- Tim Wilson, Director of Technology

[rt-users] Triggering scrips on add/delete Ccs

es for things like TransactionObj-Type?) Hoping someone has a clue they can loan me, Tim -- Tim Wilson, Director of Technology Buffalo-Hanover-Montrose Schools 214 1st Ave NE Buffalo, MN 55313 ph: 763.682.8740 fax: 763.682.8743 http://www.buffalo.k12.mn.us __

[rt-users] Scrip condition to detect new Ccs

f that original group. So how do I create a custom scrip condition that looks for new Ccs? Am I likely to have trouble if I have these two scrips firing nearly simultaneously? -Tim -- Tim Wilson, Director of Technology Buffalo-Hanover-Montrose Schools 214 1st Ave NE Buffalo, MN 55313

Re: [rt-users] Loops and too much tickets

. How can I safely > remove a ticket from the existance in RT, is it possible? José, Take a look at RTx-Shredder: http://search.cpan.org/~ruz/RTx-Shredder/ That should do it. -Tim -- Tim Wilson, Director of Technology Buffalo-Hanover-Montrose Schools 214 1st Ave NE Buffalo, MN 55313 p

[rt-users] Filtering troublesome tickets with procmail

problem is that this rule is catching everything, whether it's ticket #448 or not. I'm not exactly a procmail wizard, but I don't see the problem here. Any ideas? -Tim -- Tim Wilson, Director of Technology Buffalo-Hanover-Montrose Schools 214 1st Ave NE Buffalo, MN 55313 ph: 7

RE: [rt-users] Showing initial request in template

ms with that > here. Jacob, I left out some context for the sake of brevity. The scrip in question gets triggered on a custom field change, not on create. That's why I need to look at the first bit of content. -Tim -- Tim Wilson, Director of Technology Buffalo-Hanover-Montrose Schools

[rt-users] Showing initial request in template

e of our staff members who attaches her vcard to all of her emails. This bit of perl is printing her vcard in the email instead of the original text of her message. Any idea how I can have this template ignore the vcard? -Tim -- Tim Wilson, Director of Technology Buffalo-Hanover-Montrose Schools

[rt-users] Accessing requestors' names

Hey all, Is it possible to print the full name of a ticket's requestor in a template? Bonus points for gracefully handling multiple requestors. :-) -Tim -- Tim Wilson, Director of Technology Buffalo-Hanover-Montrose Schools 214 1st Ave NE Buffalo, MN 55313 ph: 763.682.8740

Re: [rt-users] Seeking notification method advice

6) So obviously the message isn't being generated correctly. I've been scouring the wiki looking for other template examples that use this sort of method, but I'm not having much luck making sense of them. Any help would be greatly appreciate

Re: [rt-users] Seeking notification method advice

t; to the resulting e- mail list. > 3. As techs come and go, just update the group membership. > > Have fun! > Gene > > At 08:04 PM 8/21/2007, Tim Wilson wrote: >>Hi everyone, >> >>Our RT system is used throughout our school district which includes eight &g

[rt-users] Seeking notification method advice

endEmailAction for this and create a version of the template for each of the techs? http://wiki.bestpractical.com/view/SendEmailAction I'd love to hear what some of you think. -Tim -- Tim Wilson, Director of Technology Buffalo-Hanover-Montrose Schools 214 1st Ave NE Buffalo, MN 55313

Re: [rt-users] Need LDAP scrip help: using a switch statement

>>> On Tue, Aug 21, 2007 at 11:07 AM, in message <[EMAIL PROTECTED]>, "David Narayan" <[EMAIL PROTECTED]> wrote: > On 8/20/07, Tim Wilson <[EMAIL PROTECTED]> wrote: >> I'm trying to adapt the "set custom field with LDAP query" scrip ex

[rt-users] Need LDAP scrip help: using a switch statement

field in our LDAP records doesn't match the custom field text in RT. Rather than changing everything in the LDAP, I was hoping to make the translation here in the scrip action. Anyone see a problem with this scrip? It doesn't seem to break anything, but neither does the custom field ge

[rt-users] Seeking custom RT script development

meone else to develop the script for me. Is that kind of thing OK to post on the list? Maybe we could use [RFP] or [JOB] in the subject line to differentiate them. Do we need an RT marketplace somewhere to this purpose? Jesse, other RT gurus, I'm open to suggestions. -Tim -- Tim Wilson, D

Re: [rt-users] show custom field value in emails

rhaps this will help? http://wiki.bestpractical.com/index.cgi?AddCustomFieldsValuesToMail -Tim -- Tim Wilson, Director of Technology Buffalo-Hanover-Montrose Schools 214 1st Ave NE Buffalo, MN 55313 ph: 763.682.8740 fax: 763.682.8743 http://www.buffalo.k12.mn.us _

[rt-users] Adding an entire group as ticket Cc

be an interface bug. I've posted a screenshot here: http://technosavvy.org/wp-content/uploads/RT_modify_people.jpg Any thoughts? This is RT 3.6.3 running on Linux with apache-ssl and mod_perl. -Tim -- Tim Wilson, Director of Technology Buffalo-Hanover-Montrose Schools 214 1st Ave NE B

Re: [rt-users] How to read custom email headers

oking for ExtractCustomFieldValues. You'll find it in the ScripActions section at: http://wiki.bestpractical.com/index.cgi?Contributions -Tim -- Tim Wilson, Director of Technology Buffalo-Hanover-Montrose Schools 214 1st Ave NE Buffalo, MN 55313 ph: 763.682.8

Re: [rt-users] Using custom conditions with custom fields

ut I'm puzzled. -Tim -- Tim Wilson, Director of Technology Buffalo-Hanover-Montrose Schools 214 1st Ave NE Buffalo, MN 55313 ph: 763.682.8740 fax: 763.682.8743 http://www.buffalo.k12.mn.us >>> Todd Chapman <[EMAIL PROTECTED]> 12/22/06 4:56 PM >>> On Fri, Dec 22

[rt-users] Using custom conditions with custom fields

Bar" and whether it was changed. It would seem that I need a way to have the scrip ignore changes to custom fields other than "Foo." Is this possible? -Tim -- Tim Wilson, Director of Technology Buffalo-Hanover-Montrose Schools 214 1st Ave NE Buffalo, MN 55313 ph: 763.682.8740

RE: [rt-users] Apache SSL for RT 3.6.1

ork either. Firefox tells me that it can't connect when I use a URL like http://example.com/rt/ Any other ideas? -Tim -- Tim Wilson, Director of Technology Buffalo-Hanover-Montrose Schools 214 1st Ave NE Buffalo, MN 55313 ph: 763.682.8740 fax: 763.682.8743 http://www.buffalo.k12

Re: [rt-users] Apache SSL for RT 3.6.1

t and used apache-ssl on my Linux server. The box is dedicated to RT so it was quite easy to set up. I'm still working on getting non-secure URLs to redirect to the secure ones transparently. I've tried several different mod_rewrite approaches without success. -Tim -- Tim Wilson, Director

Re: [rt-users] eDirectory authentication and creation

ently than newer users. We haven't nailed everything down yet. -Tim -- Tim Wilson, Director of Technology Buffalo-Hanover-Montrose Schools 214 1st Ave NE Buffalo, MN 55313 ph: 763.682.8740 fax: 763.682.8743 http://www.buffalo.k12.mn.us __

Re: [rt-users] change RT logging from /var/log/messages

lines into your RT_SiteConfig and have a go at changing them. You can definitely specify and separate log for RT. I believe you'll have to 'touch' the file before RT will start writing to it. (Could be wrong about that.) Good luck. -Tim -- Tim Wilson, Director of Technolog

[rt-users] [ITIL] RE: [at-users] Triggering a new ticket on custom field change

- Original Message----- >> From: at- users- [EMAIL PROTECTED] >> [mailto:at- users- [EMAIL PROTECTED] On Behalf Of Todd Chapman >> Sent: Wednesday, September 27, 2006 10:22 PM >> To: Tim Wilson >> Cc: at- [EMAIL PROTECTED] >> Subject: Re: [at- users] Trigge

Re: [rt-users] database on separate system

./configure it will work just fine. Do $ ./configure --help to get a list of all the available options. I installed on Ubuntu 6.06, but I followed the directions at http://wiki.bestpractical.com/index.cgi?DebianStableInstallGuide which worked quite well with only minor modifications. -Tim -- Tim

[rt-users] [ITIL] Queue configuration for ITIL processes

ket creation and linking can be automated. Has anyone implemented something like this? -Tim -- Tim Wilson, Director of Technology Buffalo-Hanover-Montrose Schools 214 1st Ave NE Buffalo, MN 55313 ph: 763.682.8740 fax: 763.682.8743 http://www.buffalo.k12.mn.us __

[rt-users] LDAP Auth to Novell eDirectory (working... kinda)

unt gets decremented. The next time I try to log in it fails and the eDirectory log shows "NDS error: password expired (-223)". I've disabled the grace login feature for now, but that's not an effective long-term solution. I'd love to hear some suggestions. -Tim -- Ti

Re: [rt-users] writing a custom ticket submission form..?

e ticket via the same web form interface .. I opted for a soap > service to create/update and display tickets using soap::lite. Roy, I'd love to know more about this. What does your system look like from the users' perspective. What kind of immediate feedback do they get? -Tim --

[rt-users] [ITIL] List discussions

ink RT has amazing potential as an ITIL tool. I'd love to get some good discussions going to find out what others are doing. -Tim -- Tim Wilson, Director of Technology Buffalo-Hanover-Montrose Schools 214 1st Ave NE Buffalo, MN 55313 ph: 763.682.8740 fax: 763.682.8743 http://www.bu

[rt-users] [WIKI] Using RT to implement ITIL processes

Hi all, Any interest in creating a section in the wiki dedicated to documenting how RT can be used to implement ITIL processes? Seems like a good fit to me. -Tim -- Tim Wilson, Director of Technology Buffalo-Hanover-Montrose Schools 214 1st Ave NE Buffalo, MN 55313 ph: 763.682.8740 fax