Re: [rt-users] Automatically set status for all email updates
The way to do this is with a scrip. This page will show you how: https://rt-wiki.bestpractical.com/wiki/SetActiveOnCustomerReply -- View this message in context: http://requesttracker.8502.n7.nabble.com/Automatically-set-status-for-all-email-updates-tp63512p63517.html Sent from the Request Tracker - User mailing list archive at Nabble.com. - RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Paris - April 24-26, 2017
Re: [rt-users] Possible to chnage owner WITHOUT updating ticket?
Why do you want to re-assign at all? Assigning an Owner is a mechanism for ensuring that a ticket has someone looking at it and working on it, and is responsible for making progress towards a solution. Since you have an external roster that assigns responsibility for work, this mechanism is externally achieved. Whenever you ask, "who is supposed to be working on x ticket" the answer comes from your roster, not by looking up the ticket. When a user makes changes to a ticket he can assign the ticket owner as himself at that point - this will enable tracking of who is doing work on the ticket, and will also only update the last action date at the time work is actually done. -- View this message in context: http://requesttracker.8502.n7.nabble.com/Possible-to-chnage-owner-WITHOUT-updating-ticket-tp63376p63383.html Sent from the Request Tracker - User mailing list archive at Nabble.com.
Re: [rt-users] Looking for users of RT 4.4 that use the Asset feature
We use the Asset feature, having migrated to it from SYSAID. I assume your powershell script will be used to build a CSV of all your assets. You'll be able to import this CSV directly into Assets in RT. There is a plugin to make this super easy: http://search.cpan.org/~bps/RT-Extension-Assets-Import-CSV-2.1/lib/RT/Extension/Assets/Import/CSV.pm You will obviously need to do some planning and configuration up front to ensure your specific Asset database has the Custom Fields you need, and you'll want to configure your assets catalog lifecycle(s) just like you would have configured your RT queue lifecycles. The only tricky thing we are facing at the moment is adding an asset to a ticket. By default it is easy adding a ticket to an asset (basically: open the asset, click "Create Linked Ticket" from Actions) but there isn't a default set up for linking an asset to an existing ticket. Well, there is, but the searchable text entry requires you to know the asset number in order to add it, which isn't too useful. But imo this is a solveable problem, I'll post when I have figured it out. Other than that do you have any specific questions about Assets in RT? -- View this message in context: http://requesttracker.8502.n7.nabble.com/Looking-for-users-of-RT-4-4-that-use-the-Asset-feature-tp63073p63074.html Sent from the Request Tracker - User mailing list archive at Nabble.com. - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Los Angeles - January 9-11 2017
