Hi,
Our suppliers use different systems and the people dealing with them is our
supportdesk. So basically any ticket from our supportdesk could rely on an
action from our suppliers.
Creating a depends on ticket and giving the supplier a user which becomes
owner of that ticket could do it, or we
Hi Kenneth,
that helped a lot, thanks.
Pitching is a good idea, although us Europeans don't get baseball too
much ;-)
I managed to get things working as suggested by you:
Global - Roles Requestor: ShowTicket
Queue X - System Everyone: CreateTicket SeeQueue
with this I get exactly what I'm
SeeCustomField right granted on queue level is new and experimental thing.
Right granted this way means that user can see all custom fields applied to
this queue. It's a bug that it doesn't work in the query builder. Please
file a bug report.
Regards, Ruslan. From phone.
15.06.2011 0:09
When I try to forward a ticket with RT4, the forwarded email goes through
with a body of This is forward of ticket #x with correspondence as an
attachment. It does not process my template at all.
http error log has this entry:
[/opt/rt4/share/html/autohandler:53]
Hi all
I would like top use Update Multiples tickets to send a messages using the
web interface. But is there any way to include the original messages
(because it's different for each tickets) ?
Regards.
JAS
--
Albert SHIH
DIO batiment 15
Observatoire de Paris Meudon
5 Place Jules Janssen
On 06/15/2011 08:32 AM, derekross wrote:
When I try to forward a ticket with RT4, the forwarded email goes through
with a body of This is forward of ticket #x with correspondence as an
attachment. It does not process my template at all.
http error log has this entry:
If I just put plain text in the Ticket Forward template, the template
executes. I was trying to do something like this however. Are params
different for forwarding of a ticket?
-my template begin-
Titled: {$Ticket-Subject} has been FORWARDED to you. Please take
appropriate action.
Hi,
My users need to be able to search by phone number. That is, they need
to be able to search for, say, 301-555-1212, and see all tickets where
that number appears. Most of our queues have a custom field for phone
numbers, but phone numbers can also appear in message bodies.
It appears that a
On Wed, Jun 15, 2011 at 09:56:02AM +0100, Giuseppe Sollazzo wrote:
- customising RT at a glance made simpler - I know you can create
dashboards, still it seems not that flexible?
As a SuperUser, Configuration - Global - RT at a Glance
-kevin
pgpGz4INKnaCT.pgp
Description: PGP signature
On Tue, Jun 14, 2011 at 09:40:01AM +0100, Dave Wells wrote:
What I am trying to do is add a priority field to the Update.html so users
can change priority
of a ticket on comment and replies.
I have had a go at getting this working but can't get the priority field
to update when
I resolved my issue. I was using Ticket Description:
{$Transaction-Content()}
Thanks.
Thomas Sibley wrote:
On 06/15/2011 10:37 AM, derekross wrote:
If I just put plain text in the Ticket Forward template, the template
executes. I was trying to do something like this however. Are params
I am in the mist of moving from RT 3.8.8 to 4.0. I run the update database
script and I get the following error:
[warning]: DBD::mysql::st execute failed: Duplicate entry '0' for key
'PRIMARY' at /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm
line 509, line 1.
Kenn,
This does work, but that would mean adding rights for each group on every
CF. It would seem to me that the desired function of the SeeCustomField
right on the queue level would be to take care of this all at once.
Best,
Mike
On Tue, Jun 14, 2011 at 6:14 PM, Kenneth Crocker
Albert,
Create a new template to show that info, then create a scrip to initiate an
email using that scrip based on some criteria that is inclusive of all those
tickets, like based on the modification of a certain CF or something.
Then do your multiple changes and then afterward, disable the
Okay, thanks for the clarification, Ruslan.
I'll continue to work around it. With the CF permissions as Kenn suggested
(thanks, Kenn).
On Wed, Jun 15, 2011 at 7:18 AM, Ruslan Zakirov ruslan.zaki...@gmail.comwrote:
SeeCustomField right granted on queue level is new and experimental thing.
Hi all,
I recently installed rt4 as a replacement testbed of our existing rt
3.8.7. To the best of my knowledge everything works except when a ticket
is transferred from one queue to another. I have two scripts and two
simple templates. One to notify the requestor, and the other to notify
Hi Roy,
That sounds like a very clean solution :-)
We were already looking at maybe just using our regular e-mail client for
mailing towards the suppliers with RT on the CC but your solution would
allow us to really do everything from within RT + I like the idea of making
a separate ticket for
Hello,
I have searched the mailing list, but have yet to find an answer. I have
created a ticket, had it assigned to me, but I think would like to be able
to go in and unassign the ticket. I click on the dropdown of users, and the
- is just not there. I can't see a way to do that. Can someone
On Wed, 15 Jun 2011 13:29 -0700, Jim Greene jim.gre...@gmail.com
wrote:
I have searched the mailing list, but have yet to find an answer. I have
created a ticket, had it assigned to me, but I think would like to be able
to go in and unassign the ticket. I click on the dropdown of users, and the
Jim,
You have to steal it first OR give whomever you want to re-assign it the
right to steal.
Kenn
LBNL
On Wed, Jun 15, 2011 at 1:55 PM, Nick Kartsioukas
change+lists...@nightwind.net wrote:
On Wed, 15 Jun 2011 13:29 -0700, Jim Greene jim.gre...@gmail.com
wrote:
I have searched the
On Wed, Jun 15, 2011 at 02:49:08PM -0700, Kenneth Crocker wrote:
You have to steal it first OR give whomever you want to re-assign it the
right to steal.
Kenn
He owns the ticket, he wants to give it up.
As Nick said, he just needs to give it to Nobody
-kevin
On Wed, Jun 15, 2011 at
On Wed, Jun 15, 2011 at 09:39:52PM +0100, Alexandre Miguel Aniceto wrote:
I have a web portal that is providing requests information related to the
logged user, using REST to query RT.
It fails to fetch any information from RT unless I change this user to be a
privileged user.
Isn't it
Kevin,
OPPS! I must have mis-read. thought he wanted to assign it to someone else.
Sorry.
Kenn
LBNL
On Wed, Jun 15, 2011 at 2:51 PM, Kevin Falcone falc...@bestpractical.comwrote:
On Wed, Jun 15, 2011 at 02:49:08PM -0700, Kenneth Crocker wrote:
You have to steal it first OR give whomever
Geez I'm typing horribly. I meant I thought he HAD assigned it to someone
and now wanted to assign it to someone else.
On Wed, Jun 15, 2011 at 3:36 PM, Kenneth Crocker kfcroc...@lbl.gov wrote:
Kevin,
OPPS! I must have mis-read. thought he wanted to assign it to someone else.
Sorry.
Kenn
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