Re: [rt-users] A few small changes I'd like to make to our RT....
On Fri, Oct 23, 2009 at 12:36 AM, Gary Greene ggre...@minervanetworks.comwrote: On 10/22/09 3:04 PM, Jerrad Pierce jpie...@cambridgeenergyalliance.org wrote: The thing here is that the interface is presenting far too much information for my users (both admin and self service UIs), thus why I'm trying to I'd recommend just getting used to it. If I had to just get used to it as you put it, we'd never move over to using RT. The corporate culture here is very non-forgiving of IT if we don't give them exactly what they want. Thankfully, I've managed to do everything I want with only a couple of small items left on my plate for testing with more users here. Bestpractical has consultants that can help you streamline your RT installation to your users' wishes: http://bestpractical.com/services/development.html I mean, it's open source, but it does not have to cost zero, does it? Other solutions cost a lot and you don't even get the chance to change the functionality. That is the typical solution for other software solution in environments like yours anyway, I am surprised I even have to point it to you :-) -- Natxo ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] A few small changes I'd like to make to our RT....
The thing here is that the interface is presenting far too much information for my users (both admin and self service UIs), thus why I'm trying to I'd recommend just getting used to it. streamline it as best I can. Would you know which modules these links are generated by? At least then I can hack them out in the local override directory. Not modules, Mason file sin share/html Alternatively, you might create a custom CSS theme that display:none's the icky classes like downloadattachment. While you're still sending the bytes, your modifications are more future proof this way. Another advantage of doing it with CSS is that you can set the default CSS to the custom theme, but this would still allow power users the ability to revert to RT as it ought to be. -- Cambridge Energy Alliance: Save money. Save the planet. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] A few small changes I'd like to make to our RT....
On Tuesday 20 October 2009 10:11:55 pm Jerrad Pierce wrote: ShowTicketComments right however. Once I'd disabled the ShowOutgoingEmail, You have to logout and back in for most rights to take effect. Also the RightsMatrix and BecomeUser (you'll need the unofficial version in my CPAN folder) extensions can be quite handy in debugging and maintenance of rights. those small issues remaining with Comments, Headers, and Download on plain text emails. (I can understand having the download link for non-text attachments, such as DOC or XLS files, but for the plain text body, it's a little silly, imo.) Although I did not write it, I'd wager it's included so that: * you can fetch large messages that the interface does not display * you can get a copy of the message without any possible mangling of layout or spacing by your browser * you can access other multi-part messages (depending upon your configuration settings) e.g; a text/html part or vCard * in case the character set gets mangled somehow. Rather than testing that any of these might be applicable/second-guessing the user, the system makes the links available no matter what. It's all perl though, you can make a local copy of anything you don't like and butcher it to your heart's content. The thing here is that the interface is presenting far too much information for my users (both admin and self service UIs), thus why I'm trying to streamline it as best I can. Would you know which modules these links are generated by? At least then I can hack them out in the local override directory. -- Gary L. Greene, Jr. IT Operations Minerva Networks, Inc. Cell: (650) 704-6633 Phone: (408) 240-1239 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] A few small changes I'd like to make to our RT....
On 10/22/09 3:04 PM, Jerrad Pierce jpie...@cambridgeenergyalliance.org wrote: The thing here is that the interface is presenting far too much information for my users (both admin and self service UIs), thus why I'm trying to I'd recommend just getting used to it. If I had to just get used to it as you put it, we'd never move over to using RT. The corporate culture here is very non-forgiving of IT if we don't give them exactly what they want. Thankfully, I've managed to do everything I want with only a couple of small items left on my plate for testing with more users here. streamline it as best I can. Would you know which modules these links are generated by? At least then I can hack them out in the local override directory. Not modules, Mason file sin share/html Yup. This worked beautifully. I've successfully hacked up local overrides to these that do exactly what I wanted. Alternatively, you might create a custom CSS theme that display:none's the icky classes like downloadattachment. While you're still sending the bytes, your modifications are more future proof this way. Another advantage of doing it with CSS is that you can set the default CSS to the custom theme, but this would still allow power users the ability to revert to RT as it ought to be. The as it aught to be line there is highly subjective. ;) Thankfully, I've managed to get everything short of the Priorities changes that I want done, which looks like I have to upgrade to 3.8.4 or higher to use the extension I need for that (PriorityAsString), plus add a CF for Severity. So far, so good. :) -- Gary L. Greene, Jr. IT Operations Minerva Networks, Inc. Cell: (650) 704-6633 Phone: (408) 240-1239 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] A few small changes I'd like to make to our RT....
I've been messing around with RT for some time at my company and I have some sort of advice for you: you can change absolutely everything in RT, you just have to know how. RT creates on it's folder a subfolder called local, that is pretty much a mirror of RT directory tree. For what I've seem, you can override almost any RT file with that, without messing up your installation. How does it affect you? Well, my mission is, as yours, to adapt RT to our company needs, and that includes hiding information from the user and changing the themes and templates. Some of our changes could not be done only with permissions, for example: I need to hide the 'SLA' custom field on ticket creation, but need the staff to be able to see it's auto-set value after the ticket is already created - but I don't want staff to be able to modify it. How did I do it? Simply override the create ticket template with one that supress that custom field. You can change the way things are presented, like the menu's and so, you can create your own css theme, adapt HTML code to that theme, include and exclude information. You just have to find from which file it comes from, copy it in place from it's original folder to the corresponding folder under 'local' and be happy. It's not easy stuff, specially if you don't know perl (as I don't) but it's worth a try. On Thu, Oct 22, 2009 at 8:36 PM, Gary Greene ggre...@minervanetworks.com wrote: On 10/22/09 3:04 PM, Jerrad Pierce jpie...@cambridgeenergyalliance.org wrote: The thing here is that the interface is presenting far too much information for my users (both admin and self service UIs), thus why I'm trying to I'd recommend just getting used to it. If I had to just get used to it as you put it, we'd never move over to using RT. The corporate culture here is very non-forgiving of IT if we don't give them exactly what they want. Thankfully, I've managed to do everything I want with only a couple of small items left on my plate for testing with more users here. streamline it as best I can. Would you know which modules these links are generated by? At least then I can hack them out in the local override directory. Not modules, Mason file sin share/html Yup. This worked beautifully. I've successfully hacked up local overrides to these that do exactly what I wanted. Alternatively, you might create a custom CSS theme that display:none's the icky classes like downloadattachment. While you're still sending the bytes, your modifications are more future proof this way. Another advantage of doing it with CSS is that you can set the default CSS to the custom theme, but this would still allow power users the ability to revert to RT as it ought to be. The as it aught to be line there is highly subjective. ;) Thankfully, I've managed to get everything short of the Priorities changes that I want done, which looks like I have to upgrade to 3.8.4 or higher to use the extension I need for that (PriorityAsString), plus add a CF for Severity. So far, so good. :) -- Gary L. Greene, Jr. IT Operations Minerva Networks, Inc. Cell: (650) 704-6633 Phone: (408) 240-1239 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Gustavo Campos Sistemas de Informação - UFMG ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] A few small changes I'd like to make to our RT....
On Fri, Oct 23, 2009 at 5:26 AM, Gustavo Campos guhcam...@gmail.com wrote: [snip] Well, my mission is, as yours, to adapt RT to our company needs, and that includes hiding information from the user and changing the themes and templates. Some of our changes could not be done only with permissions, for example: I need to hide the 'SLA' custom field on ticket creation, but need the staff to be able to see it's auto-set value after the ticket is already created - but I don't want staff to be able to modify it. How did I do it? Simply override the create ticket template with one that supress that custom field. Gustavo, I do believe that this task with SLA CF can be acomplished by revoking ModifyCustomField right on this CF from all users, just grant them SeeCustomField. Even if you can not do that because of some reason then it's better to learn about callbacks. I think it's possible to use callbacks to hide CFs from Create/Edit/Display pages. Callbacks are easier to port over RT upgrades, they usually just work. Even if callback is not there then another way is to patch file/move it to local just to add a callback. It's also easier upgrade as callback addition is an one-line change. -- Best regards, Ruslan. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] A few small changes I'd like to make to our RT....
On 10/19/09 4:48 PM, Gary Greene ggre...@minervanetworks.com wrote: I'm still evaluating RT for use at Minerva, and I've run into a few requests from IT staff. First, is there any way I can easily hide the comment, brief headers and full headers, and the Download links from the ticket display (both for self service and the Admin UI.) Also, I'd like if users can set the priority of the ticket, instead of IT initially so we can get an idea of how soon it will be required. Additionally, it doesn't seem that the Requestor field is being auto set, which means that tickets don't show up in the ticket owner's self service UI. Some more information since I last posted this I've gotten the Forwarding feature disabled as requested by my staff, but I still cannot seem to turn off the Comment, Full Headers, and Download links. We still need a way that our users can set the priority since we have a small IT staff and having a Queue Manager isn't an option. This is with RT 3.8.1. Thanks. -- Gary L. Greene, Jr. IT Operations Minerva Networks, Inc. Cell: (650) 704-6633 Phone: (408) 240-1239 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] A few small changes I'd like to make to our RT....
Sounds like you want to turn off at least ShowTicketComments and ShowOutgoingEmail. You might currently have them turned on in Configuration-Group Rights. For Unpriviledged Users, you might only want CreateTicket, ShowTicket, and maybe ModifyCustomField, SeeCustomField, and no rights at all assigned for Everyone. Obviously, this is not right for everyone, but, it might be a starting point for you. -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Gary Greene Sent: Tuesday, October 20, 2009 2:10 PM To: Gary Greene; RT Users Subject: Re: [rt-users] A few small changes I'd like to make to our RT On 10/19/09 4:48 PM, Gary Greene ggre...@minervanetworks.com wrote: I'm still evaluating RT for use at Minerva, and I've run into a few requests from IT staff. First, is there any way I can easily hide the comment, brief headers and full headers, and the Download links from the ticket display (both for self service and the Admin UI.) Also, I'd like if users can set the priority of the ticket, instead of IT initially so we can get an idea of how soon it will be required. Additionally, it doesn't seem that the Requestor field is being auto set, which means that tickets don't show up in the ticket owner's self service UI. Some more information since I last posted this I've gotten the Forwarding feature disabled as requested by my staff, but I still cannot seem to turn off the Comment, Full Headers, and Download links. We still need a way that our users can set the priority since we have a small IT staff and having a Queue Manager isn't an option. This is with RT 3.8.1. Thanks. -- Gary L. Greene, Jr. IT Operations Minerva Networks, Inc. Cell: (650) 704-6633 Phone: (408) 240-1239 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com This e-mail message is intended only for the personal use of the recipient(s) named above. If you are not an intended recipient, you may not review, copy or distribute this message. If you have received this communication in error, please notify the Hearst Service Center (cad...@hearstsc.com) immediately by email and delete the original message. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] A few small changes I'd like to make to our RT....
On 10/20/09 11:21 AM, Lander, Scott slan...@hearstsc.com wrote: Sounds like you want to turn off at least ShowTicketComments and ShowOutgoingEmail. You might currently have them turned on in Configuration-Group Rights. For Unpriviledged Users, you might only want CreateTicket, ShowTicket, and maybe ModifyCustomField, SeeCustomField, and no rights at all assigned for Everyone. Obviously, this is not right for everyone, but, it might be a starting point for you. I've already done that. It doesn't seem to be honouring the ShowTicketComments right however. Once I'd disabled the ShowOutgoingEmail, that worked as expected, and I've also turned off Forwarding, but I've still those small issues remaining with Comments, Headers, and Download on plain text emails. (I can understand having the download link for non-text attachments, such as DOC or XLS files, but for the plain text body, it's a little silly, imo.) -- Gary L. Greene, Jr. IT Operations Minerva Networks, Inc. Cell: (650) 704-6633 Phone: (408) 240-1239 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] A few small changes I'd like to make to our RT....
ShowTicketComments right however. Once I'd disabled the ShowOutgoingEmail, You have to logout and back in for most rights to take effect. Also the RightsMatrix and BecomeUser (you'll need the unofficial version in my CPAN folder) extensions can be quite handy in debugging and maintenance of rights. those small issues remaining with Comments, Headers, and Download on plain text emails. (I can understand having the download link for non-text attachments, such as DOC or XLS files, but for the plain text body, it's a little silly, imo.) Although I did not write it, I'd wager it's included so that: * you can fetch large messages that the interface does not display * you can get a copy of the message without any possible mangling of layout or spacing by your browser * you can access other multi-part messages (depending upon your configuration settings) e.g; a text/html part or vCard * in case the character set gets mangled somehow. Rather than testing that any of these might be applicable/second-guessing the user, the system makes the links available no matter what. It's all perl though, you can make a local copy of anything you don't like and butcher it to your heart's content. -- Cambridge Energy Alliance: Save money. Save the planet. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] A few small changes I'd like to make to our RT....
I'm still evaluating RT for use at Minerva, and I've run into a few requests from IT staff. First, is there any way I can easily hide the comment, brief headers and full headers, and the Download links from the ticket display (both for self service and the Admin UI.) Also, I'd like if users can set the priority of the ticket, instead of IT initially so we can get an idea of how soon it will be required. Additionally, it doesn't seem that the Requestor field is being auto set, which means that tickets don't show up in the ticket owner's self service UI. -- Gary L. Greene, Jr. IT Operations Minerva Networks, Inc. Cell: (650) 704-6633 Phone: (408) 240-1239 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
