John,
Thanks. That's sounds like a good thing to keep in mind. Anyone else?
Kenn
LBNL
On 3/13/2009 12:25 PM, John Arends wrote:
I have a bias towards Linux for this purpose. RT seems to be pushing the
envelope with bleeding edge everything, and Solaris and bleeding edge
don't mix.
Paul,
Are yosaying it NEVER triggered? If so, then I suggest you look at
your logs. Also, double check your values. Everything is case-sensitive.
If the value you are checking for doesn't exist in the Custom Field
EXACTLY as what you are checking for, it won't trigger. Otherwise, the
Paul,
Great. I didn't see that either. Hope it's helpful.
Kenn
LBNL
On 3/13/2009 12:53 PM, Paul Vlaar wrote:
Well, it looks like it was just a typo after all (forgot the opening { )
and this code just works:
if ( $self-TicketObj-QueueObj-FirstCustomFieldValue('Contract') eq
expiring )
{
John,
We are currently running 3.6.4, but DESPERATELY want to upgrade to
3.8.2. Hence the desire to get this new zone set up right FIRST, before
trying to upgrade. We are an Oracle house, so that's not on the table.
So far, I'm leaning toward Linux, but I haven't heard from Jesse or
Sean,
Can I assume your voting for Linux?
Kenn
On 3/13/2009 1:26 PM, Sean wrote:
On Fri, 2009-03-13 at 15:16 -0500, John Arends wrote:
Gary Greene wrote:
I would go CentOS for the machine if you're a RH person, since it is
practically the same thing, and there are more than a
Andy,
Did you remember to insert a blank line after the to: line. When
you replace Subject:, From:, or to: (header replacement line) you
MUST insert a blank line between them and the body of your template.
Hope this helps.
Kenn
LBNL
On 3/15/2009 4:53 PM, Andy Smith wrote:
Hi,
I
Guadaagnino,
I had that same problem myself. I wanted people in one queue to be
able to link to tickets in another queue, but at the same time, I DIDN'T
want them to have the ModifyTicket right to the other queue because
they couldn't own it and work on it (I hate when 10 different people
To all,
I have a scrip thar re-sets the Ticket Status to open when a
ticket is resolved and a certain CF has no value. Making the CF
Mandatory is not an option as the users do NOT know what to put in it
when the ticket is created and we don't want the mandatory setting to
stop ticket
-boun...@lists.bestpractical.com
[rt-users-boun...@lists.bestpractical.com] On Behalf Of Ken Crocker
[kfcroc...@lbl.gov]
Sent: Thursday, March 19, 2009 12:42 AM
To: rt Users
Subject: [rt-users] Help with displaying Error message
To all,
I have a scrip thar re-sets the Ticket Status
Rudiger,
I'm not sure what you mean when you refer to SCRUM. However, we
ARE supporting many software applications with technical support teams
and Queues oriented for each application/team. We have 1 queue
specifically designed to act as the initial request Queue where tickets
are
some things just seem to cycle around, but with
newer coats of paint.
Kenn
LBNL
On 3/19/2009 12:38 PM, Tom Lahti wrote:
Ken Crocker wrote:
Rudiger,
I'm not sure what you mean when you refer to SCRUM.
http://en.wikipedia.org/wiki/Scrum_(development)
P.S. I hate scrum
Subbaraman,
Yes. I've been thru this several times. Each time I found a better
way to do it. First off, you have to decide what the CF name will be for
ALL the queues that will be using it. Secondly, you have to have a
consensus on the values you will allow. Third, you create the NEW CF
? And navigate through them via the web
interface?
Thanks
Rudiger
On Thu, 19 Mar 2009 12:10 -0700, Ken Crocker kfcroc...@lbl.gov
wrote:
Rudiger,
I'm not sure what you mean when you refer to SCRUM. However, we
ARE supporting many software applications with technical support teams
and Queues
Eric,
I can't see all the tickets your trying to update, but if you try to
change the owner on 15 tickets and one of them already has an owner,
that might be a problem. Another question would be are they all in the
same queue. A ticket in a different queue will have different group
To all,
I am currently on 3.6.4. In it, there are a few default validation
settings for Custom Fields. One of them is:
(?#Digits)^[\d.]+$
When I use this, however, it gives an error even though i am
entering numbers in the field. Has anyone else had this problem? What I
want it to
Peter,
I might also add that we are now planning a project to convert our
Remedy tickets to RT and move the help desk over. We have RT 3.6.4, not
nearly as robust as 3.8.2, and there are just too many flexible options
for reporting with Custom Fields to NOT use RT.
Kenn
LBNL
On
Hanane,
Try dropping the semicolon. It's not needed in a template. I insert
all sorts of Ticket and Custom Field data in my templates and never use
the semi-colon. Hope this helps.
Kenn
LBNL
On 3/25/2009 5:25 AM, hanane ourdani wrote:
I try to add this test:
Richard,
I have some code that some generous person on this list gave me for
turning Select CF's into drop-down boxes. Would that help?
Kenn
LBNL
On 3/26/2009 5:21 AM, Richard Foley wrote:
Hi folks,
I have a bunch of custom field select box popups, (a single selection from
several
Richard,
I was given the following code to modify the way Custom Fileds are
presented:
# To modify the way certain Custom Fields are set up for entering data,
# the following code should be *added* after line #76 and before the
last return
# command in the directory
Summary (type enter multiple)
from the queue.
The actual problem was that when people copy/paste text into this
field R was showing them as dupes with bullets since it was of wrong type.
Thanks
*From:* Ken Crocker
Mark,
CC recipients have to be the CC - Watcher for a queue. A CC on
a ticket is considered an Other. This distinction is to separate those
that are ALWAYS interested in copies of correspondence for ALL tickets
(Watcher) in a Queue and those that are only interested in copies of
Tom,
Reminders ARE tickets. You will find them in the TICKETS table with
Type = 'reminder'. All information that is available at the Ticket level
is there for the reminder (Due Date, Started, Resolved, CreatedBy,
Status, etc.). However, reminders do NOT go away automatically. If I
To all,
Many of my users have complained that they have to go thru so many
steps to re-assign a ticket (steal then assign). I'm on 3.6.4. Does
3.8.2 have a privilege that steals assigns in one fell swoop? If not,
has anyone developed a way to do this with less steps? Thanks.
Kenn
LBNL
Simon,
I concur with Jerrad. We use the numbers 1 thru 5 with 1 being
emergency, etc. We've been on RT for 3 years and haven't seen any code
or process that uses any native sequencing of the priority field. I
believe you can write your own progression and promotion sequences on
your own
Charles,
You can override this a couple of ways. One is to change your
RT_SiteConfig.pm. The other is to replace the From: heading in ALL the
templates you use with what you want. The following is an example of
what we have for ALL our templates:
Subject: Request Titled:
Matt,
I'd be willing to bet ALOT of money, that your scrip uses a RT
condition (On Create, On Resolve, etc) instead of a user-defined one
AND, the stage is TransactionCreate.
Kenn
LBNL
On 4/6/2009 10:06 AM, matt wells wrote:
I have a custom field for a ticket summary. The CF is a Fill
Paul,
You'll have to run an SQL with an inner join from the Transaction
table to do this. As far as I know, Transactional history like comments
are not available thru Query builder.
Kenn
LBNL
On 4/6/2009 2:29 PM, Paul Hirose wrote:
Trying to find a Query Builder or other method to list
Charles,
WE also have Oracle, but we are on 3.6.4. I have noticed that when I
first bring up RT, it takes a little while, ESPECIALLY if I have some
queries I selected for my home page. I'm not a DBA, nor a UNIX
specialist, but as I watch my computer take a long time with the initial
To all,
I have a scrip that evaluates a CF to see if it has been modified.
If NOT, I wanted to send out an error message for RT to display in the
Modify Ticket screen. This is the action code:
$RT::Logger-error(Resolution Type NOT SET!);
return 1;
I get nothing. Does anyone have
Richard,
We do something like that. We have a CF called Resolution Type and
when a ticket status is changed from open we evaluate the CF. If it is
not set, we re-set the ticket status and display a message. In fact, I
just sent a help email to RT-Users for the part that displays the
AAAH! THanks.
Kenn
LBNL
On 4/9/2009 12:32 PM, Jerrad Pierce wrote:
On Thu, Apr 9, 2009 at 14:15, Ken Crocker kfcroc...@lbl.gov wrote:
Torsten,
I have a question? What the distinction between a fixed Queue and
one that isn't?
He means the button will always be moving tickets
James,
This is a longshot, but I have noticed that oftentimes, the more
privileges associated with a role, etc. the longer it takes to get
search results, especially on the home page. I'm wondering if
excessively global privileges granted to the CC is having the same
effect on Email?
To all,
I asked this before, but got no takers. I've noticed recently, the
when I create a new ticket, the ticket display is stretched WWWAAAYY
wide, whereas all older tickets are not so wide. I can't imagine anyting
I did to do this. Has anyone had this happen to them? How do I make sure
Hi again,
I also just noticed that the fonts of what I type into a CF that is
a wikitext field is different than what is displayed on other RT fields.
Any clues?
Kenn
LBNL
On 4/15/2009 3:31 PM, Ken Crocker wrote:
To all,
I asked this before, but got no takers. I've noticed
To all,
I'd like to have a scrip that takes the CC's on an Email that
creates a ticket and makes them CC's on the ticket. Does anyone have an
example of that they can pass back to me? Thanks.
Kenn
LBNL
___
Ruslan,
Is that available in 3.6.4?
Kenn
LBNL
On 4/21/2009 12:59 PM, Ruslan Zakirov wrote:
It's an option in the config. ParseNewMessages...
On Tue, Apr 21, 2009 at 11:14 PM, Ken Crocker kfcroc...@lbl.gov wrote:
To all,
I'd like to have a scrip that takes the CC's on an Email
, Ken Crocker kfcroc...@lbl.gov wrote:
To all,
I'd like to have a scrip that takes the CC's on an Email that
creates a ticket and makes them CC's on the ticket. Does anyone have an
example of that they can pass back to me? Thanks.
Kenn
LBNL
Ruslan,
OK. I'll have my perl guru look at it. Thanks.
Kenn
LBNL
On 4/21/2009 3:46 PM, Ruslan Zakirov wrote:
You use RTAddressRegex in search box on the wiki. And quickly find
http://wiki.bestpractical.com/view/RTAddressRegexp
On Wed, Apr 22, 2009 at 2:06 AM, Ken Crocker kfcroc
Steve,
Yes we do. We have a process that forces a ticket to be reviewed and
approved in a single Queue before it is moved to one of 30 other queues
where the work will be done. We then have a QA WorkFlow process that
enforces the concept of QA/Acceptance Testing Approval by someone
Kieth,
Have you thought about writing a program to copy all the Bugzilla
data into flatfiles that can then be used as input to another program
that uses API to create tickets, etc? We just converted an old legacy
ticket system into RT doing just that, comments and email included.
Jon,
If the workers can be pre-assigned as owners of the ticket, you
could run a query, dump it to a spreadsheet, edit the spreadsheet and
hand that out. Just a thought.
Kenn
LBNL
On 4/22/2009 2:19 PM, Jon Baker wrote:
We use RT extensively in our organization, and we have one department
Jim,
Try defining the CF asFill in WikiText. That works better.
Kenn
LBNL
On 4/22/2009 2:06 PM, Jim Tambling wrote:
Is there anyway to format text in RTFM articles? I have created a
custom filed of type Fill in one text area but it messes up the
text. An example;
I have a couple
Ruslan,
Another quick (and I hope simple) question. Can I set up RT so that
only certain queues (separate email addresses) do the parsing of cc's?
Thanks.
Kenn
LBNL
On 4/22/2009 1:10 AM, Ruslan Zakirov wrote:
On Wed, Apr 22, 2009 at 11:33 AM, Michal Svoboda p...@spatium.org wrote:
Ruslan,
OK. Thanks.
Kenn
LBNL
On 4/23/2009 11:46 AM, Ruslan Zakirov wrote:
you have to write custom code for that
On Thu, Apr 23, 2009 at 10:38 PM, Ken Crocker kfcroc...@lbl.gov wrote:
Ruslan,
Another quick (and I hope simple) question. Can I set up RT so that only
certain queues
GravyFace,
You have to have a notification scrip to notify the AdminCc or Cc
watcher in order for them to get an email. Just HAVING a Cc watcher or
AdminCc watcher doesn't get it done.
Kenn
LBNL
On 4/24/2009 11:53 AM, GravyFace wrote:
Not sure if this is the feature or security right
To any and all,
We have been scratching our collective heads over here trying to
figure out why we get two different results in RT when passing some
dates. We are converting from a legacy file and have the conversion
program using API. Here's the problem; when we pass RT a date we want to
To any and all,
I want to be able to display a message on my Modify Ticket screen
just like RT does when someone makes an error. I'd like to do it from
within a scrip. Has anyone done this and can you help me with this? Thanks.
Kenn
LBNL
___
Daniel,
Before anyone can really help it would be useful to have you list
each Global scrip (conditions, action, stage) and each Queue based
scrip. By seeing these, it will be easier to debug your situation.
Kenn
LBNL
On 4/29/2009 1:44 AM, Dániel Omaisz-Takács wrote:
Hi all, i have
Raed,
Would it be possible to have the priority available for being set on
the ticket create page? Without having to click the details option?
Kenn
LBNL
On 4/29/2009 8:42 AM, Raed El-Hames wrote:
Uday;
I might be mis-understanding your question, but if you are happy with
the numeric
Andraz,
You set the AdminCc for a Queue in Configuration-Queue-Basics.
That will permanently ensure you have an AdminCc that can be notified
whenever a ticket is created in that Queue. For the notification scrip,
naviagate Configuration-Queue-(select Queue)-Scrips-New Scrip.
Create your
Horst,
I've noticed the same thing, but I'm on 3.6.4. I'm not sure if 3.8.x
fixes this. By clicking the field name on the results, it will re-sort
by that field. However, when you download the results to a spreadsheet,
it reverts back to order by ticket ID. I know, it doesn't make sense
GravyFace,
Being a SuperUser does not override the RT requirements for tickets.
In order for a User or (better) Group of Users to be in the dropdown box
for Owner, they MUST have the OwnTicket right. Of course, there are
a whole slew of rights to consider for change control on tickets. In
To all,
I have a need of a scrip that will take the CC adressees of an email
and make them the ticket CC's when the ticket is created via email.
Has anyone done this? Can anyone point me to an example or such a
scrip? I can write the part that recognizes an email create. I just
don't
Nick,
I don't want this for ALL my queues, just one.
Kenn
LBNL
On 4/30/2009 2:07 PM, Nick Kartsioukas wrote:
On Thu, 30 Apr 2009 14:00:18 -0700, Ken Crocker kfcroc...@lbl.gov
said:
I have a need of a scrip that will take the CC adressees of an email
and make them the ticket CC's
Ruslan,
I have over 80 Queues. I want this to work for just one Queue.
Kenn
LBNL
On 4/30/2009 2:07 PM, Ruslan Zakirov wrote:
http://wiki.bestpractical.com/view/ParseNewMessageForTicketCcs
On Fri, May 1, 2009 at 1:00 AM, Ken Crocker kfcroc...@lbl.gov wrote:
To all,
I have a need
Jerrad,
HA! If I knew what that was and I was more than a beginner in perl,
I might give it a try. I'm more of an Admin for RT that makes a few
simple changes in the form of scrips and templates (hence, my need for a
scrip). Nothing heavy. However, I'm great at clone modify efforts ;-).
To any and all,
The more I use this system, the more I have to learn. In our setup,
we use LDAP as the authenticator. It seems to be working fine. Our
current applicable settings are as follows:
* *Set($LookupSenderInExternalDatabase, 1);*
* *Set($SenderMustExistInExternalDatabase,
Vaclav,
Create a User-defined group called Sysbase-Users. Then go to
Configuration-Queue-(select Queue Sybase or whatever)-Group Rights
and grant the following privileges to group Sysbase-Users:
* CreateTicket
* SeeQueue
* ShowTicket
* ShowOutgoingEmail
* ShowTicketComments
Todd,
I've run into that same problem. For some reason, when RT executes
transactions, the RT base transactions seemed to override any scrip
based changes that had a stage of TransactionCreate. When I turned on
TransactionBatch in my SiteConfig and set the Stage for the scrips
to
Nast,
When a User is created, there are a bunch of tables that are affected
(Principals, Groups, GroupMembers, ACL, Transactions, etc.). If you just
delete a record from the User table, then everything gets out of sync.
For example, the history on a ticket will show an error because the
Violetta,
I can help, but it's still not clear to me what you want. You say
you only want the Admins (I'm assuming here you mean the AdminCc Watcher
for the Queue) to See the Queue and then you mention something about
the users can change it. Change what? If you only want AdminCcs to see
JOhn,
there should be an Edit option to the right of the display. Use that.
Kenn
LBNL
On 5/8/2009 9:44 AM, John BORIS wrote:
All of the Queues are showing up in RT at a glance when I select
MyAdminQueues even though the user is not the Admin of that Queue. I am
running 3.6.6
Is there
Tom,
Why do you need a date prefixed to the Ticket ID? In my 40 years in
this business from Manufacturing (MRP - Order processing, Capacity
Planning, etc.)) to Retail to Banking industries I have always seen an
ID Field defined as non-intelligent. That way, the ID has one function
only,
Tom,
Correct. Plus, you may well run out of viable Ticket ID's. IF I were
you. I would do my best to dissuade. Lots of luck.
Kenn
LBNL
On 5/11/2009 2:39 PM, Tom Lahti wrote:
Ken Crocker wrote:
Tom,
Why do you need a date prefixed to the Ticket ID? In my 40 years in
I don't
To any and all,
I want to set my RT Configuration to allow non-LDAP Users and LDAP
Users alike to be added as Unprivileged users when they are CC's on a
ticket during correspondance. Can anyone help me with this? Thanks.
Kenn
LBNL
___
Jamie,
This can be set up. Create a new Notification script the Notifies
Owner on whatever and that will take care of them getting email on the
tickets they own. However, you mentioned something about co-owned
tickets. TO my knowledge, RT allows only 1 user to be a ticket owner.
That
To any and all,
I've asked this question before, but perhaps I didn't word it so it
made any sense. When we add a 'CC' on any correspondance thru a ticket,
we find that if the user is */not/* an RT User, as long as they pass the
LDAP test, they get added, with their email address as their
PM, Ken Crocker wrote:
To any and all,
I've asked this question before, but perhaps I didn't word it so
it made any sense. When we add a 'CC' on any correspondance thru a
ticket, we find that if the user is not an RT User, as long as they
pass the LDAP test, they get added
to that queue and has that domainname can open a
Ticket.
I hope this makes it more clear now.
Thanks,
Violetta
Ken Crocker schrieb:
Violetta,
I can help, but it's still not clear to me what you want. You say
you only want the Admins (I'm assuming here you mean the AdminCc
Watcher for the Queue
Violetta,
At the moment, I don't know. I'm not sure there is an easy way to do
this. You would have to identify a condition that would catch these
particular requestors (maybe a domain name from their email, or
something like that) and then create some action code that would add
them to a
/.
Am I missing some software that I need to change or refer to?
Thanks.
Kenn
LBNL
On 5/14/2009 6:53 AM, Kevin Falcone wrote:
I read the rt-users mailing list, its ok to send mail to just the list,
rather than CCing me
On May 13, 2009, at 5:18 PM, Ken Crocker wrote:
Thank you so
Prescott,
Here's some code I use for doing the same type of thing:
# set new value for CF Work-State
my $ticket = $self-TicketObj;
my $cf_obj = RT::CustomField-new($RT::SystemUser);
my $cf_name = Work-State;
my $cf_value = Ready for Implementation;
$cf_obj-LoadByName( Name = $cf_name );
Thomas,
Try putting Mr. Blub into a group that has the correct privileges
for the Queues you want him to own tickets for. That way, he's just
another guy who can own tickets in that queue along with others, but his
own queue still remains invisable to those who do not need to see it.
Hope
Jeff,
I've done this more than a few times and to be honest, it was a
mistake. There are many tables involved in maintaining User
relationships (Groups, GroupMembers, ACL, Transactions, etc.). I have
found that the simplest thing to do is go to the tickets that belong to
someone I would
List,
I've copied the code that RT uses to get the Email address of CC's
and add them as ticket watchers. When I HARD-CODE the Emaill address, it
works fine. The ticket has several CC Watchers. However, I'm having
trouble getting the actual CC Address ID's from the incoming Email. In
my
) {
push @user_ids, $user-id;
}
On Thu, May 21, 2009 at 10:50 PM, Ken Crocker kfcroc...@lbl.gov wrote:
List,
I've copied the code that RT uses to get the Email address of CC's
and add them as ticket watchers. When I HARD-CODE the Emaill address, it
works fine. The ticket has several CC
;
while ( my $user = $users-Next ) {
push @user_ids, $user-id;
}
On Thu, May 21, 2009 at 10:50 PM, Ken Crocker kfcroc...@lbl.gov wrote:
List,
I've copied the code that RT uses to get the Email address of CC's
and add them as ticket watchers. When I HARD-CODE the Emaill address, it
works fine
Hossein,
Perhaps that ticket did NOT have an owner. We do the same thing only
we set the action to Notify AdninCcs. Of course, the Queue has to have
an AdminCc as a queue watcher in order for someone to get the email.
Hope this helps.
Kenn
LBNL
On 5/26/2009 12:21 PM, Hossein Rafighi
Greetings,
I need to know how to take an email address (directly from an email
header) and get the actual UserId/PrincipalId from RT. I have the
address split out and now I just need an ID. I'm assuming that the
PrincipalId is the same thing as the Name field from the USERS Table. In
below.
On Wed, May 27, 2009 at 2:36 AM, Ken Crocker kfcroc...@lbl.gov wrote:
Ruslan,
What? I don't understand your answer. Perhaps I didn't explain myself
very well. Let me try again. I understand the principals, I just don't know
what code or command or whatever (ie. LOOKs something like
To all (especially Ruslan Stephen),
Hallelujah! I finally got the code to parse CC addresses to a ticket
for Queues only to work. Below is the code:
#
# Custom condition:
Hunane,
Here's a copy of a template we use for resolved tickets. It includes
Ticket info, CF info and any comments made while resolving the ticket:
Subject: Request Titled: {$Ticket-Subject} has been Resolved!
This ticket has been resolved. DO NOT REPLY to this message!
Richard,
Are you using the LDAP authorization extension? If so, they could
only be added if your configuration settings had
Set($LdapAutoCreateNonLdapUsers, 1); Set($CanonicalizeOnCreate ,
1);.. This would mean that the email creating the ticket also caused
the CC email address to be
Stephen,
I use it a lot. My understanding, and experience, is that with
TransdactionCreate, the scrip you write may not execute until after
certain built-in RT transactions have executed (with commit) and with
TransactionBatch, they all execute in sequence (alphabetical) followed
by the
to
Everyone group. Is there any other perms/location I should look into?
Thanks.
Thanks
Subba Venkateswaran
AT - App Eng - SEG
609 282 7015
*From:* Ken Crocker [mailto:kfcroc...@lbl.gov]
*Sent:* Wednesday, May 20
Matthew,
Try creating a scrip that has the condition of OnCreate, an action
as user-Defined and put code in the prep action code area that sets
the CF to the value you want (see below). Put return 1; in the
clean-up action area. That should do it.
Prep Action code:
# set the CF
Kwasi,
I'm not sure I understand what you mean by Detail of the Ticket
(especially in terms of attachments), but in the RT wiki, I put the code
for a perl program we used to convert a legacy ticket system to RT using
API. Take a look, it might answer some of your questions. Hope this
Alberto,
When you say you removed a user via MySQL do you mean you merely
dropped the record from the USERS Table?
Kenn
LBNL
On 6/3/2009 1:55 AM, Alberto Villanueva wrote:
Good morning,
Yesterday I removed a user (within MySQL) had several assigned
tickets. Now these have Owner= (no
- Madrid, Spain
Tel: + 34 91 744 46 00 - Ext: 2205
Fax: + 34 91 415 24 57
www.altran.es
*De:* Ken Crocker [mailto:kfcroc...@lbl.gov]
*Enviado el:* miércoles, 03 de junio de 2009 18:59
*Para:* Alberto
Carlos,
I may be mistaken, butI think the ShowConfigTab merely allows the
user to see that tab and the functions under it. The user still needs to
have other rights (like ShowTemplate and ModifyTemplate) in order to
see/modify templates and I'm sure the same situation exists for other
Cass,
You mentioned in your response that when you went to 3.8 you had
trouble with multiple users of the same email address. I have a similar
problem.
I am on 3.6.4 and have a bunch of users out there with the email
address as the User Name due to them being added automatically as
because of
canonicalization (LDAP or some other way) then it's all you need. You
even can delete duplicates from DB using shredder.
Otherwise MergeUsers extension can be used to make two accounts in
RT's Users table behave like one.
On Thu, Jun 4, 2009 at 8:24 PM, Ken Crocker kfcroc...@lbl.gov wrote
James,
We use SNAGIT (TechSmith). It creates an object that we can put
into any WORD document and therefore is easy to include in any word.doc
attachment.
Kenn
LBNL
On 6/5/2009 2:59 AM, James Bromberger wrote:
Hello world,
Does anyone know of a way to capture an image from a screen
, including root, where so restricted, that I couldn't
reproduce the configuration I wanted.
Ken Crocker wrote:
Carlos,
I may be mistaken, butI think the ShowConfigTab merely allows
the user to see that tab and the functions under it. The user still
needs to have other rights (like
To list,
I've asked this before, but no doubt, didn't word it correctly. I'm
trying to get RT to display a message from a scrip that executes.
What I have is a scrip that changes the Ticket Status back to it's
previous setting because a CF isn't set at all. Mandatory doesn't work
Sebastien,
Try using the stage TransactionBatch (remember to turn it on in
RT_SiteConfig.pm). I think that will do it. Also, I don't think you need
the return 1; on the Custom Condition code area as you have already
set a condition by selecting one that is NOT user-defined. Hope this
Vaclav,
I may be missing something here, as I am on 3.6.4, but it was my
understanding that adding comments to a ticket does NOT create an email
(correspondence). Therefore, how does one Reply to correspondence that
does not happen? Just a question so I can understand the context of the
Faith,
I may be wrong, but my understanding of RT tickets (any ticket) is
that unless there is a transaction being executed for it, it will not
just arbitrarily know to send off a notice to someone. TO do that, you
need to create a cron job that will run thru the RT Ticket Tabler and
rmp,
How are you sending the alerts to RT? Email? what? There are some
filter you can use in RT_SiteConfig, but they would be based on LDAP
filters, etc. Also, depending on the criteria you have for controlling
privileges, you could reserve the right for CreateTicket to specific
groups of
Jeremy,
We do that. We have a Custom Field we use to mark the progress,
another for the name of the person responsible to do the QA test (they
get an email automatically when the work is ready for that test),
another CF for the date the work was completed, another for the name of
the
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