After my last post, and a response, I have setup a few custom fields to
use. However I'm unable to see them in the Query Builder so that I can
search on them.
I have attached the custom fields to Ticket Transactions, applied them
to all objects and I have create a ticket update and entered data
Hi Torsten,
you have to extend the ticket columnmap to get the link into the search
result.
-chris
Am 02.08.2010 19:42, schrieb Torsten Brumm:
Hi RT Users,
i have a question regarding CustomFields of Type Upload On File. If i
create a query and at the output i let display RT the Content of
testwreq wreq wrote:
To install ExternalAuth, I ran the following command ( cpan -i
RT::Authen::ExternalAuth ); During installation, it asked for path to
your RT.pm, which I entered as /data/rt3/lib
Any ideas?
On Mon, Aug 2, 2010 at 5:18 AM, Mike Peachey mike.peac...@jennic.com
Hi all,
Is there a way to enter CF values in each individual post made to a
ticket? What I am trying to achieve is a way of logging how much time an
engineer spends working on each part of a request. The time worked field
is no good to us as we want something that is updated dynamically from
Hi Andrea,
first of all you should have applied the custom fields to both queues.
If you then create a ticket with the create button under links, then the
custom fields values should also be copied.
You can then manually change the queue or you could try the following
extension:
filter is your LDAP query string to determine if a particular CN is a user.
If you are connecting to an AD it would be ((objectCategory=User) (Object
Class=Person))
d_filter is your LDAP query to determine disabled users. If you are
connecting to an AD it would be a bitmask like so
Il 03/08/2010 13:40, Christian Loos ha scritto:
http://github.com/bestpractical/rt-extension-spawnlinkedticketinqueue
to create the ticket in another queue.
Thank you! I discovered in the wiki different solutions:
* http://wiki.bestpractical.com/view/ForkIntoNewTicket
*
Hi!
I installed 3.8.7 (yes, I'll update soon, but the package was already
there ;)) on Ubuntu 10.04, with apache2 fastcgi.
Works fine.
Now I wanted to edit some Files to add a link to our time-tracking
utility, as it is now working fine in 3.8.2.
All changed files (*) are in
Andrea,
Will there ever be a time you create a DependsOn ticket that you do
*NOT*want to be in L2 Queue?
Kenn
On Mon, Aug 2, 2010 at 1:15 PM, Andrea Perotti apero...@cutaway.it wrote:
Il 02/08/2010 19:26, Kenneth Crocker ha scritto:
If I understand you correctly, you want to be able to
Eric,
Did you write a scrip for this and now it isn't working?
Kenn
LBNL
On Mon, Aug 2, 2010 at 12:49 PM, Eric Malain lyonco...@yahoo.com wrote:
Hello RT Users, I need some suggestions...
We recently upgraded our RT from 3.8.0 to 3.8.8, when we did this, the
function that re-opens a
Hi,
We have an initial working setup of RT, simple text templates which setup
generic From: lines and standard sig block.
RichText is asked however so i'm experimenting with it, and i may have
found some kind of bug.
The requested attachement include a supreg;/sup entity, which is
still ok
Checking to see if my messages are going through. I have asked this
question twice and haven't seen my question go out or any answers to it.
Please! Need help!
-- Forwarded message --
From: Carol Sabbar csab...@carthage.edu
Date: Thu, Jul 29, 2010 at 9:42 AM
Subject: Batch user
Hi there,
Is there any way of setting up RT to permanently CC someone on all
correspondance within RT *without* having to manually add them as AdminCC to
all tickets?
For example, if one RT users takes ownership of a ticket and replies to the
requestor, another RT user will receive all
No Sir, this was the way it was out of the box. As I understand it... this is
the default way RT SHOULD work.
From: Kenneth Crocker kfcroc...@lbl.gov
To: rt-users@lists.bestpractical.com
Sent: Mon, August 2, 2010 2:43:43 PM
Subject: Re: [rt-users] Since Upgrade
Paul,
In Query Builder, Custom Fields are not available until you have selected a
Queue. Remember, Custom Fields are applied to Queues, soo until you tell
RT what Queue(s) you want to select from, it won't know what CF's to offer.
Kenn
LBNL
On Mon, Aug 2, 2010 at 2:29 PM, Paul Broadwith
Jim,
How would RT know how much time that was? If the user is working on the
program or problem or design or just thinking about the problem, he won't be
in RT hitting enter for every minute he is thinking on a ticket and there
is no time clock going off to determine how much time the person is
Every E-mail address passes through this function first. This
is why the clean-up/fix-up works.
Ken
On Tue, Aug 03, 2010 at 11:15:50AM -0400, Mike Johnson wrote:
Ah, so this is called everytime a new user emails the system? (sorry, still
learning how RT even works :P never mind how it's coded
Would this also ensure that when LDAP finds the matching email in RT's
users, it'll update the other info to what LDAP has?(essentially overwriting
the email address as username that was set when a non-user emails RT)
On Thu, Jul 29, 2010 at 9:46 AM, Kenneth Marshall k...@rice.edu wrote:
On
Ah, so this is called everytime a new user emails the system? (sorry, still
learning how RT even works :P never mind how it's coded hehe)
On Tue, Aug 3, 2010 at 11:08 AM, Kenneth Marshall k...@rice.edu wrote:
On Tue, Aug 03, 2010 at 10:59:15AM -0400, Mike Johnson wrote:
Would this also ensure
make command in the manual installation results in
make: *** No targets specified and no makefile found. Stop.
What does this mean?
On Tue, Aug 3, 2010 at 5:25 AM, Mike Peachey mike.peac...@jennic.comwrote:
testwreq wreq wrote:
To install ExternalAuth, I ran the following command ( cpan
[r...@devwww RT-Authen-ExternalAuth-0.08]# ls -l
total 64
-rwxr-xr-x 1 1177 wheel 10019 Jan 24 2009 ChangeLog
drwxr-xr-x 2 root root 4096 Jan 24 2009 etc
drwxr-xr-x 3 root root 4096 Jan 24 2009 html
drwxr-xr-x 3 root root 4096 Jan 24 2009 inc
drwxr-xr-x 3 root root 4096 Jan 24 2009
On Tue, Aug 3, 2010 at 10:25 AM, Andrew Cote andrew.c...@pslgroup.com wrote:
Hi there,
Is there any way of setting up RT to permanently CC someone on all
correspondance within RT *without* having to manually add them as AdminCC to
all tickets?
For example, if one RT users takes ownership
Kenn,
I might not have explained it properly. I want a field that the user can
fill in with how much time they worked on that portion of the ticket, I
am trusting them to enter the correct data. The TimeWorked field is very
easy to overwrite so I want a per-post entry with a total displayed in
Have look onto this tiny piece of code...
createuser.pl
#!/usr/bin/perl
use strict;
use warnings;
BEGIN { die You must define \$RT_HOME\n
unless exists $ENV{RT_HOME} };
use lib $ENV{RT_HOME}/lib;
use RT;
RT::LoadConfig();
RT::Init();
use RT::Interface::CLI qw(GetCurrentUser loc);
Kenn,
I think I'm further forward.
I have three CF's - one attached to Tickets and 2 attached to Ticket
Transactions.
When I go into Query Builder, the CF attached to tickets is shown at the
bottom of the 'Add Criteria' list without me doing anything. However, I
can't see the CF's
Paul,
You have to click either of the *add these items* options. That will
then tell Query Builder what Queues you are using and it will then find the
CF's that are applied to the Queue(s) you listed.
I don't use Transaction Custom Fields so I'm not much use for advise there.
Sorry.
Hope this
Carole,
We had to add some users from a legacy system so we just created a perl
program and used the RT API to load the Users and various info. I like using
the API because it basically does what RT does for you and there is less
chance of us missing a step.
Kenn
LBNL
On Tue, Aug 3, 2010 at
Jim,
RT has a tool called My Day and it adds the value entered to *TimeWorked*.
It lists all new and open tickets owned by the user. That works for us
because we don't let anyone *modify* a Ticket unless they are the owner.
Perhaps a procedure where an owner keeps adding their time worked until
Andrew,
Do you want this to happen automatically for all Queues in RT or just
certain Queues?
If ALL Queues, RT has a RT_Site_Config.pm setting for that.
If Queue-by-Queue, there is scrip code in the wiki for that. This code is
for Cc', but you could modify it for AdminCc.
Kenn
LBNL
On Tue,
Eric,
I could easily be wrong on this (has happened *many times* before), but I
seem to remember a lot of complaints about tickets re-opening a resolved
ticket when correspondence happened to it from the old *3.4.x* days. I
thought that was reversed in *3.6.x* due to that. Maybe someone else
Is there a way to set a ticket priority to 50 if the user sets the Email
from outlook to Urgent?
Inside of the headers of the email exists Priority: Urgent.
Can that be checked and acted on when a ticket gets created?
Mark,
Priority is a number field in the DataBase and if you use the CBM command
Priority: Urgent, RT will kick it out as the wrong format for that field.
However, we have a Custom Field (we have urgent as one of the values) and
you could do the same. That way your email could have CF{whatever}:
What about something like:
http://wiki.bestpractical.com/view/ExtractCustomFieldValues
Cheers,
Ken
On Tue, Aug 03, 2010 at 11:22:45AM -0700, Kenneth Crocker wrote:
Mark,
Priority is a number field in the DataBase and if you use the CBM command
Priority: Urgent, RT will kick it out as the
Can someone point me to documentation on how to set up the approval system
in RT?
--
Gary L. Greene, Jr.
IT Operations
Minerva Networks, Inc.
Cell: (650) 704-6633
Phone: (408) 240-1239
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at
Start reading here:
http://wiki.bestpractical.com/view/ApprovalCreation
http://wiki.bestpractical.com/view/ManualApprovals
2010/8/3 Gary Greene ggre...@minervanetworks.com
Can someone point me to documentation on how to set up the approval system
in RT?
--
Gary L. Greene, Jr.
IT Operations
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