Re: [rt-users] RT-Extension-CommandByMail <- I can't update tickets by mail

2016-05-19 Thread Chris McClement
files are > installed correctly. > > Lastly, note that we have one report of an issue with the > CommandByMailGroup option that we're investigating. > > On 5/18/16 4:45 PM, Chris McClement wrote: > > I need some advice with getting the CommandByMail extension workin

[rt-users] RT-Extension-CommandByMail <- I can't update tickets by mail

2016-05-18 Thread Chris McClement
I need some advice with getting the CommandByMail extension working. I've followed the installation instructions here: http://search.cpan.org/dist/RT-Extension-CommandByMail/lib/RT/Extension/CommandByMail.pm I'm on 4.4 so I've commented out the old @Mailplugin lines in RT_Siteconfig.pm Here's

[rt-users] SLA Extension - searching for tickets with SLA not set

2017-01-31 Thread Chris McClement
I can't figure out how to search for a field (specifically, "SLA") that is unset: Tickets that are emailed to our helpdesk are inserted into a "Helpdesk" queue and from there an operator reviews the content and then assigns the ticket to the relevant queue. The "Helpdesk" queue does not have an

[rt-users] Unable to bulk update Assets

2017-02-08 Thread Chris McClement
I'm unable to apply any bulk updates to custom fields in my Asset database. For example, I have a Custom Field called "Asset Category". I have configured the CF to be filled from a dropdown list ("Select one value") and defined a range of categories to select from. Applying a bulk update to assets

Re: [rt-users] SLA Extension - searching for tickets with SLA not set

2017-02-01 Thread Chris McClement
eed this changed)? On Thu, 2 Feb 2017 at 06:28 Jeffrey Pilant <jeffrey.pilant@bayer.com> wrote: > Chris McClement writes: > >I can't figure out how to search for a field (specifically, "SLA") that is > >unset: > > > >Tickets that are emailed to our he

Re: [rt-users] When replying to a new ticket a new ticket get created

2017-01-30 Thread Chris McClement
Hi Martin I think the problem might be that you are using non-English characters in the ticket identifier. In New Zealand, Maori words have some special characters called macrons. They are used with vowels to specify the length of the vowel sound. Our service is called "Kotui" but there is meant

[rt-users] Assets Advanced Search

2017-02-12 Thread Chris McClement
Is there a way of "advanced searching" assets? For example, I'd like to search for all assets where status != "EOL" etc. When searching tickets there's always an advanced tab where I can manually edit the search string but I'm unable to find this with assets.

Re: [rt-users] Accessibility of RT for screen reader users?

2016-08-24 Thread Chris McClement
Hi Alex While I don't have much experience with web accessibility I do run a network of public PCs that includes NVDA installed on those PCs, so I jumped onto one of them to do a quick test of the RT web pages with NVDA active. Bearing in mind that I don't know what is supposed to be good and bad

Re: [rt-users] Two emails assigned to the same queue

2016-09-04 Thread Chris McClement
The short answer is: yes. Sending email to a queue is configured using the RT's mail gateway in combination with standard linux utilities like fetchmail or getmail. The basic workflow is: mail sent to queue mailbox -> getmail collects from mailbox -> getmail hands new emails to rt-mailgate ->

Re: [rt-users] Best setup for using RT with Gmail?

2016-09-04 Thread Chris McClement
You don't need to setup your own mail server, you can just use Gmail. There are two components to it: - sending mail via gmail from RT - fetching mail from gmail and inserting it into RT queues For sending mail via gmail from RT, start here:

Re: [rt-users] Applying configuration changes?

2016-08-29 Thread Chris McClement
Did you specify Mysql when you ran the configure script (during installation)? See step 2 of the README: https://docs.bestpractical.com/rt/4.4.1/README.html On Tue, 30 Aug 2016 at 06:28 Alex Hall wrote: > Hello list, > Until I can find out why FCGI processes don't work, I'm

Re: [rt-users] issue with new search permissions

2016-08-29 Thread Chris McClement
Did you apply the permissions globally or just to the queue? My guess is the former, which you'd have done by going to Admin -> Global -> Group Rights. What you want to do is remove those permissions, and then open the specific queue, and select Group Rights tab (not the Global menu) and assign

Re: [rt-users] Accessibility of RT for screen reader users?

2016-08-25 Thread Chris McClement
hat > is, when you're on the page with them, does pressing the h key move you to > each one in turn? > > > Sent from my iPhone > > On Aug 24, 2016, at 19:18, Chris McClement <chri...@bosberaad.com> wrote: > > Hi Alex > > While I don't have much experience with

[rt-users] Excluding Commands from CommandbyMail parsing

2016-10-02 Thread Chris McClement
I've implemented the CommandbyMail extension ( http://search.cpan.org/dist/RT-Extension-CommandByMail/lib/RT/Extension/CommandByMail.pm) in my RT 4.4.4 installation. It works well - almost too well! I am getting "Extended Mailgate Errors" returned because the plugin is parsing the message body

Re: [rt-users] Greetings from a New RT user in Toronto.

2016-10-24 Thread Chris McClement
Hi Reza Welcome to RT. We're a fairly new user of the product so have recent experience of your learning curve! We have a bit of a workaround in place for "2. Suppress "RT System Itself...)" lines in the History. We simply hide the entries with custom css. In Admin > Tools > Theme > Custom CSS

[rt-users] Adding ticket "Description" to the top of the page

2016-12-04 Thread Chris McClement
By default, I sort ticket History so that the newest entry is at the top. However, I would like to be able to have the original request visible when I first open a ticket. Does anyone have any suggestions for achieving this? In other words, the Display tab of a ticket would have a section