Re: [rt-users] A few beginner work flow questions and suggestions
Chris, Thanks for trying to help. I'm sorry if you find my writing a little hard to understand because I was trying to be as detailed as possible but I'll try to make this next question simpler. Basically all I need from the system is the ability to create user accounts who can submit tickets and get notified when I (the admin) replies back or closes the ticket. The unprivileged user page is almost perfect and not since I figured out how to show that users its queues its all coming together however after that user creates a ticket its not shown on his home page. I see it on my home page but the user who created it doesn't see it? What permissions do I need to give the unprivleged user to be able to see his own tickets that he created along with any replies? I do not want other users to be able to see each others tickets, only the admins (super users) can do that. If you can answer that, that will be great OR if the above can be done with a privileged user then that would be great also but I don't want the privileged user to see the query builder or any of the configurations options, they're only purpose is to submit tickets. Thanks, - Jake On Jan 9, 2008 8:26 PM, Christopher Short <[EMAIL PROTECTED]> wrote: > Hi Jake, apart from individual privileged users and groups (of priv users), > it's possible to assign Rights to some general "system" groups of users - All > Privileged Users, All Non Privileged Users and Everyone. > > "Everyone" is for sites like Facebook and Flickr who allow anyone in the > world to send emails to their support address (RT) - the RT admins don't need > to know who people are. > I found assigning Rights to the "Non Privileged Users" weird at first but to > me it seems like a kind of hack where you can say we don't want to allow the > whole world to access us, but we'll give you a whole heap of users who can > log in, but no-one will ever be able to accidentally give them any more > abilities than whatever they have now. > > Navigating to the Rights stuff can be a bit confusing, the first person who > was setting up our RT installation got it all confused. > > You can set rights on > Groups = who can see/modify/use specific groups (confusingly which groups can > modify them too) > Queues = who can see/modify/use specific queues (and tickets) > Custom Fields = who can see/modify/use specific custom fields > Global = setting rights over all Queues and all Groups. > > With your user and custom field problems, have you ensured that the > appropriate user or group you are using has permission to see/modify tickets > in that queue AND see/modify that custom field? > > I'm finding your writing a little hard to understand but I hope I'm answering > some of your concerns anyway :-) > > regards, > Christopher > > -Original Message- > From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Jake Conk > Sent: Thursday, 10 January 2008 1:21 PM > To: rt-users@lists.bestpractical.com > > Subject: Re: [rt-users] A few beginner work flow questions and suggestions > > Chirs, > > Thanks for your brief explanation. Can you please tell me what's the > point of non-privileged users then? What's the point of having them > since they can't do anything but log in? I thought they should be able > to just simply able to create and reply to their own tickets. > > Thanks, > - Jake > > On Jan 9, 2008 5:26 PM, Christopher Short <[EMAIL PROTECTED]> wrote: > > Hi Jake, > > > > You'll need to read up on the "Rights" system within RT. > > When you set up users, you have to tell RT what those users are allowed to > > do, and you do that by assigning rights. These rights include things that > > you mention such as the ability to see certain queues, create tickets etc. > > In order for users to be assigned rights, they need to be designated > > "privileged users" - that's what it means. > > By default, unprivileged users can't do anything - that's why they're not > > shown and usually not used. In a normal RT installation, your "normal > > users" will be privileged. > > > > I hope this helps > > Christopher > > > > > > -Original Message- > > From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Jake Conk > > Sent: Thursday, 10 January 2008 11:53 AM > > To: rt-users@lists.bestpractical.com > > Subject: [rt-users] A few beginner work flow questions and suggestions > > > > Hello, > > > > I read most of the manual administration documentation from the wiki > > but even then still can't figure out what I'm doing wrong or the > > suggested work flow of using RT because things aren't appearing and > > showing up the way I'd expect it. I'm using version 3.6.5 and I broke > > up my email into two parts, the questions and suggestions so if you > > can answer anything please reply back :) > > > > > > Questions > > - > > 1) I created a normal user account but when I logged in with the user > > account to
RE: [rt-users] A few beginner work flow questions and suggestions
Hi Jake, apart from individual privileged users and groups (of priv users), it's possible to assign Rights to some general "system" groups of users - All Privileged Users, All Non Privileged Users and Everyone. "Everyone" is for sites like Facebook and Flickr who allow anyone in the world to send emails to their support address (RT) - the RT admins don't need to know who people are. I found assigning Rights to the "Non Privileged Users" weird at first but to me it seems like a kind of hack where you can say we don't want to allow the whole world to access us, but we'll give you a whole heap of users who can log in, but no-one will ever be able to accidentally give them any more abilities than whatever they have now. Navigating to the Rights stuff can be a bit confusing, the first person who was setting up our RT installation got it all confused. You can set rights on Groups = who can see/modify/use specific groups (confusingly which groups can modify them too) Queues = who can see/modify/use specific queues (and tickets) Custom Fields = who can see/modify/use specific custom fields Global = setting rights over all Queues and all Groups. With your user and custom field problems, have you ensured that the appropriate user or group you are using has permission to see/modify tickets in that queue AND see/modify that custom field? I'm finding your writing a little hard to understand but I hope I'm answering some of your concerns anyway :-) regards, Christopher -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Jake Conk Sent: Thursday, 10 January 2008 1:21 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] A few beginner work flow questions and suggestions Chirs, Thanks for your brief explanation. Can you please tell me what's the point of non-privileged users then? What's the point of having them since they can't do anything but log in? I thought they should be able to just simply able to create and reply to their own tickets. Thanks, - Jake On Jan 9, 2008 5:26 PM, Christopher Short <[EMAIL PROTECTED]> wrote: > Hi Jake, > > You'll need to read up on the "Rights" system within RT. > When you set up users, you have to tell RT what those users are allowed to > do, and you do that by assigning rights. These rights include things that you > mention such as the ability to see certain queues, create tickets etc. > In order for users to be assigned rights, they need to be designated > "privileged users" - that's what it means. > By default, unprivileged users can't do anything - that's why they're not > shown and usually not used. In a normal RT installation, your "normal users" > will be privileged. > > I hope this helps > Christopher > > > -Original Message- > From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Jake Conk > Sent: Thursday, 10 January 2008 11:53 AM > To: rt-users@lists.bestpractical.com > Subject: [rt-users] A few beginner work flow questions and suggestions > > Hello, > > I read most of the manual administration documentation from the wiki > but even then still can't figure out what I'm doing wrong or the > suggested work flow of using RT because things aren't appearing and > showing up the way I'd expect it. I'm using version 3.6.5 and I broke > up my email into two parts, the questions and suggestions so if you > can answer anything please reply back :) > > > Questions > - > 1) I created a normal user account but when I logged in with the user > account to test it I couldn't create a ticket because the account > didn't have permission's to attach a ticket to the Queue but there > aren't no queues so I created a queue with my root account then logged > back in with the test account and the queue didn't show up on the > ticket page?! What am I doing wrong here so that I could have normal > users create tickets and have the queues show up in the queue section > of creating a ticket? > > 2) After creating a Custom Field and setting the "Applies to" to > "Tickets" it still doesn't show up when I log in as my test account > under the new ticket page? I then went to Configuration -> Global -> > Custom Fields -> Tickets and moved this custom field to the "Selected > Custom Fields" section and I still don't see it on the new ticket page > with my user account. Am I getting the wrong impression of what the > custom types are for? > > 3) When trying to add members to a group all I see are privileged user > accounts that are created, I don't see normal user accounts (account > just created with "Let this user access RT" permission). Are groups > only to manage privileged user accounts you can't group together non > privileged accounts? > > > Suggestions > - > 1) The default user name and password should be in the documentation. > After trying out a few guesses off the to
[rt-users] So confused on group and user rights?
Hello, So I'm struggling trying to figure out user and group permissions. I was told that all users need the right "Let this user be granted rights" so that they can create tickets but when I give a user that permission then they no longer have the link "New ticket". I activated Create Ticket, Reply To Ticket, Show Ticket, and Show Ticket Comments on ALL groups and roles as an act of desperation for trying to figure this out and still cannot create a ticket with this user. I then revoked "Let this user be granted rights" and the New Ticket link was there again and I was able to create a ticket but next to the Queue field its just "()" even though I have a queue created. I hit "Create ticket" and the ticket was created under my only queue but why doesn't my Queues show up properly for create a ticket and why cant I create a ticket with this user when give the right "Let this user be granted rights"? Also my custom fields for do not show up to the ticket page even though I select Ticket under "Applies to". Can someone give me a simple guide on the basic work flow when using this system to create a user who simply creates tickets? Thanks, - Jake ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] 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 beginner work flow questions and suggestions
Chirs, Thanks for your brief explanation. Can you please tell me what's the point of non-privileged users then? What's the point of having them since they can't do anything but log in? I thought they should be able to just simply able to create and reply to their own tickets. Thanks, - Jake On Jan 9, 2008 5:26 PM, Christopher Short <[EMAIL PROTECTED]> wrote: > Hi Jake, > > You'll need to read up on the "Rights" system within RT. > When you set up users, you have to tell RT what those users are allowed to > do, and you do that by assigning rights. These rights include things that you > mention such as the ability to see certain queues, create tickets etc. > In order for users to be assigned rights, they need to be designated > "privileged users" - that's what it means. > By default, unprivileged users can't do anything - that's why they're not > shown and usually not used. In a normal RT installation, your "normal users" > will be privileged. > > I hope this helps > Christopher > > > -Original Message- > From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Jake Conk > Sent: Thursday, 10 January 2008 11:53 AM > To: rt-users@lists.bestpractical.com > Subject: [rt-users] A few beginner work flow questions and suggestions > > Hello, > > I read most of the manual administration documentation from the wiki > but even then still can't figure out what I'm doing wrong or the > suggested work flow of using RT because things aren't appearing and > showing up the way I'd expect it. I'm using version 3.6.5 and I broke > up my email into two parts, the questions and suggestions so if you > can answer anything please reply back :) > > > Questions > - > 1) I created a normal user account but when I logged in with the user > account to test it I couldn't create a ticket because the account > didn't have permission's to attach a ticket to the Queue but there > aren't no queues so I created a queue with my root account then logged > back in with the test account and the queue didn't show up on the > ticket page?! What am I doing wrong here so that I could have normal > users create tickets and have the queues show up in the queue section > of creating a ticket? > > 2) After creating a Custom Field and setting the "Applies to" to > "Tickets" it still doesn't show up when I log in as my test account > under the new ticket page? I then went to Configuration -> Global -> > Custom Fields -> Tickets and moved this custom field to the "Selected > Custom Fields" section and I still don't see it on the new ticket page > with my user account. Am I getting the wrong impression of what the > custom types are for? > > 3) When trying to add members to a group all I see are privileged user > accounts that are created, I don't see normal user accounts (account > just created with "Let this user access RT" permission). Are groups > only to manage privileged user accounts you can't group together non > privileged accounts? > > > Suggestions > - > 1) The default user name and password should be in the documentation. > After trying out a few guesses off the top of my head I had to go to > the database and poke around for the user name. Then I had to guess > that the password was "password". If that was in the README file with > the rest of the instructions on getting you up and running that would > be great. > > 2) The drop down menu item "User Id" in the Configuration -> Users > page should say "User name" instead. It was misleading me to input the > Id of the user from the Users database table. > > 3) Why do only privileged users show up in Configuration -> Users page > by default? Most of the time normal user configuration and editing is > what is being done and there is no way to see what unprivileged users > exist. You have to do a search but the search assumes you know what > you are looking for. The list should be expanded to show unprivileged > users as well or create a separate one. > > 4) If you can't manage normal user accounts (user accounts with just > "Let this user access RT") in groups then I think you should be able > to unless I'm misunderstand the work flow of this system because I > don't see any normal user accounts in the Members page of groups. > > > Thanks, > > - Jake > ___ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: [EMAIL PROTECTED] > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > ___ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: [EMAIL PROTECTED] > > > Discover RT's hidden secrets with RT Essentials from O
Re: [rt-users] What criteria do you use when deciding the number of instances of RT?
I work in a university computer center. We try to set up an instance per department or other large unit (e.g. college) on request. Part of it is, I can hand the instance to an admin and say "have fun". They can then handle new users, privs, new queues, etc. (I have to connect email addresses to new queues, though.) There are many ways, all good. It partly depends on how much control a given unit wants over it's RT instance, to a lesser extent the security of isolating instances, and the nuissance of wanting to transfer tickets between instances. A downside of many instances is that you can't transfer tickets between them, and you need someone to take care of each instance. We do the sysadmin work, but the dept has to deal with adding consultants, etc. bobg > >Hi All, > >My question is both hypothetical and practical. I've got RT deployed in my >I.T. department doing what it does best and it's working well. I've put >feelers out to some other departments that I think could benefit from RT to >see if they would be interested in having it setup for them. I am finely >getting some positive responses so I'm looking for some guidance on >deployment options. I am trying to decide if I should share an instance of >RT among 1+ departments or create a new instance of RT for each department. >Hardware is not an issue either way, nor does it look like the traffic >volume will be an issue. These are all internally created tickets with no >Internet access to my RT instance. If Internet access were required then a >separate instance of RT would be desirable. > >So what I am looking for from people who have either had this issue or >thought about it is: what factors you would take into account when deciding >on 1 or more instances of RT and why. > >Thanks, > >James > >--=_Part_21836_23723461.1199922791092 >Content-Type: text/html; charset=ISO-8859-1 >Content-Transfer-Encoding: 7bit >Content-Disposition: inline > >Hi All,My question is both hypothetical and practical. I've >got RT deployed in my I.T. department doing what it does best and it's wor >king well. I've put feelers out to some other departments that I thi >nk could benefit from RT to see if they would be interested in having it setup > for them. I am finely getting some positive responses so I'm lookin >g for some guidance on deployment options. I am trying to decide if I sh >ould share an instance of RT among 1+ departments or create a new instance of >RT for each department. Hardware is not an issue either way, nor does it > look like the traffic volume will be an issue. These are all internally > created tickets with no Internet access to my RT instance. If Internet >access were required then a separate instance of RT would be desirable. >So what I am looking for from people who have either had this issue or > thought about it is: what factors you would take into account when deciding o >n 1 or more instances of RT and why.Thanks,James > >--=_Part_21836_23723461.1199922791092-- > >--===0413921889== >Content-Type: text/plain; charset="us-ascii" >MIME-Version: 1.0 >Content-Transfer-Encoding: 7bit >Content-Disposition: inline > >___ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Community help: http://wiki.bestpractical.com >Commercial support: [EMAIL PROTECTED] > > >Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >Buy a copy at http://rtbook.bestpractical.com >--===0413921889==-- > ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] 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 beginner work flow questions and suggestions
PS forgot to say that it's often best to assign privileged users to a group and then assign the rights to those groups. You can have different groups representing different roles within the company. -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Christopher Short Sent: Thursday, 10 January 2008 12:27 PM To: rt-users@lists.bestpractical.com Subject: RE: [rt-users] A few beginner work flow questions and suggestions Hi Jake, You'll need to read up on the "Rights" system within RT. When you set up users, you have to tell RT what those users are allowed to do, and you do that by assigning rights. These rights include things that you mention such as the ability to see certain queues, create tickets etc. In order for users to be assigned rights, they need to be designated "privileged users" - that's what it means. By default, unprivileged users can't do anything - that's why they're not shown and usually not used. In a normal RT installation, your "normal users" will be privileged. I hope this helps Christopher -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Jake Conk Sent: Thursday, 10 January 2008 11:53 AM To: rt-users@lists.bestpractical.com Subject: [rt-users] A few beginner work flow questions and suggestions Hello, I read most of the manual administration documentation from the wiki but even then still can't figure out what I'm doing wrong or the suggested work flow of using RT because things aren't appearing and showing up the way I'd expect it. I'm using version 3.6.5 and I broke up my email into two parts, the questions and suggestions so if you can answer anything please reply back :) Questions - 1) I created a normal user account but when I logged in with the user account to test it I couldn't create a ticket because the account didn't have permission's to attach a ticket to the Queue but there aren't no queues so I created a queue with my root account then logged back in with the test account and the queue didn't show up on the ticket page?! What am I doing wrong here so that I could have normal users create tickets and have the queues show up in the queue section of creating a ticket? 2) After creating a Custom Field and setting the "Applies to" to "Tickets" it still doesn't show up when I log in as my test account under the new ticket page? I then went to Configuration -> Global -> Custom Fields -> Tickets and moved this custom field to the "Selected Custom Fields" section and I still don't see it on the new ticket page with my user account. Am I getting the wrong impression of what the custom types are for? 3) When trying to add members to a group all I see are privileged user accounts that are created, I don't see normal user accounts (account just created with "Let this user access RT" permission). Are groups only to manage privileged user accounts you can't group together non privileged accounts? Suggestions - 1) The default user name and password should be in the documentation. After trying out a few guesses off the top of my head I had to go to the database and poke around for the user name. Then I had to guess that the password was "password". If that was in the README file with the rest of the instructions on getting you up and running that would be great. 2) The drop down menu item "User Id" in the Configuration -> Users page should say "User name" instead. It was misleading me to input the Id of the user from the Users database table. 3) Why do only privileged users show up in Configuration -> Users page by default? Most of the time normal user configuration and editing is what is being done and there is no way to see what unprivileged users exist. You have to do a search but the search assumes you know what you are looking for. The list should be expanded to show unprivileged users as well or create a separate one. 4) If you can't manage normal user accounts (user accounts with just "Let this user access RT") in groups then I think you should be able to unless I'm misunderstand the work flow of this system because I don't see any normal user accounts in the Members page of groups. Thanks, - Jake ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] 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 beginner work flow questions and suggestions
Hi Jake, You'll need to read up on the "Rights" system within RT. When you set up users, you have to tell RT what those users are allowed to do, and you do that by assigning rights. These rights include things that you mention such as the ability to see certain queues, create tickets etc. In order for users to be assigned rights, they need to be designated "privileged users" - that's what it means. By default, unprivileged users can't do anything - that's why they're not shown and usually not used. In a normal RT installation, your "normal users" will be privileged. I hope this helps Christopher -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Jake Conk Sent: Thursday, 10 January 2008 11:53 AM To: rt-users@lists.bestpractical.com Subject: [rt-users] A few beginner work flow questions and suggestions Hello, I read most of the manual administration documentation from the wiki but even then still can't figure out what I'm doing wrong or the suggested work flow of using RT because things aren't appearing and showing up the way I'd expect it. I'm using version 3.6.5 and I broke up my email into two parts, the questions and suggestions so if you can answer anything please reply back :) Questions - 1) I created a normal user account but when I logged in with the user account to test it I couldn't create a ticket because the account didn't have permission's to attach a ticket to the Queue but there aren't no queues so I created a queue with my root account then logged back in with the test account and the queue didn't show up on the ticket page?! What am I doing wrong here so that I could have normal users create tickets and have the queues show up in the queue section of creating a ticket? 2) After creating a Custom Field and setting the "Applies to" to "Tickets" it still doesn't show up when I log in as my test account under the new ticket page? I then went to Configuration -> Global -> Custom Fields -> Tickets and moved this custom field to the "Selected Custom Fields" section and I still don't see it on the new ticket page with my user account. Am I getting the wrong impression of what the custom types are for? 3) When trying to add members to a group all I see are privileged user accounts that are created, I don't see normal user accounts (account just created with "Let this user access RT" permission). Are groups only to manage privileged user accounts you can't group together non privileged accounts? Suggestions - 1) The default user name and password should be in the documentation. After trying out a few guesses off the top of my head I had to go to the database and poke around for the user name. Then I had to guess that the password was "password". If that was in the README file with the rest of the instructions on getting you up and running that would be great. 2) The drop down menu item "User Id" in the Configuration -> Users page should say "User name" instead. It was misleading me to input the Id of the user from the Users database table. 3) Why do only privileged users show up in Configuration -> Users page by default? Most of the time normal user configuration and editing is what is being done and there is no way to see what unprivileged users exist. You have to do a search but the search assumes you know what you are looking for. The list should be expanded to show unprivileged users as well or create a separate one. 4) If you can't manage normal user accounts (user accounts with just "Let this user access RT") in groups then I think you should be able to unless I'm misunderstand the work flow of this system because I don't see any normal user accounts in the Members page of groups. Thanks, - Jake ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] A few beginner work flow questions and suggestions
Hello, I read most of the manual administration documentation from the wiki but even then still can't figure out what I'm doing wrong or the suggested work flow of using RT because things aren't appearing and showing up the way I'd expect it. I'm using version 3.6.5 and I broke up my email into two parts, the questions and suggestions so if you can answer anything please reply back :) Questions - 1) I created a normal user account but when I logged in with the user account to test it I couldn't create a ticket because the account didn't have permission's to attach a ticket to the Queue but there aren't no queues so I created a queue with my root account then logged back in with the test account and the queue didn't show up on the ticket page?! What am I doing wrong here so that I could have normal users create tickets and have the queues show up in the queue section of creating a ticket? 2) After creating a Custom Field and setting the "Applies to" to "Tickets" it still doesn't show up when I log in as my test account under the new ticket page? I then went to Configuration -> Global -> Custom Fields -> Tickets and moved this custom field to the "Selected Custom Fields" section and I still don't see it on the new ticket page with my user account. Am I getting the wrong impression of what the custom types are for? 3) When trying to add members to a group all I see are privileged user accounts that are created, I don't see normal user accounts (account just created with "Let this user access RT" permission). Are groups only to manage privileged user accounts you can't group together non privileged accounts? Suggestions - 1) The default user name and password should be in the documentation. After trying out a few guesses off the top of my head I had to go to the database and poke around for the user name. Then I had to guess that the password was "password". If that was in the README file with the rest of the instructions on getting you up and running that would be great. 2) The drop down menu item "User Id" in the Configuration -> Users page should say "User name" instead. It was misleading me to input the Id of the user from the Users database table. 3) Why do only privileged users show up in Configuration -> Users page by default? Most of the time normal user configuration and editing is what is being done and there is no way to see what unprivileged users exist. You have to do a search but the search assumes you know what you are looking for. The list should be expanded to show unprivileged users as well or create a separate one. 4) If you can't manage normal user accounts (user accounts with just "Let this user access RT") in groups then I think you should be able to unless I'm misunderstand the work flow of this system because I don't see any normal user accounts in the Members page of groups. Thanks, - Jake ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] What criteria do you use when deciding the number of instances of RT?
Hi All, My question is both hypothetical and practical. I've got RT deployed in my I.T. department doing what it does best and it's working well. I've put feelers out to some other departments that I think could benefit from RT to see if they would be interested in having it setup for them. I am finely getting some positive responses so I'm looking for some guidance on deployment options. I am trying to decide if I should share an instance of RT among 1+ departments or create a new instance of RT for each department. Hardware is not an issue either way, nor does it look like the traffic volume will be an issue. These are all internally created tickets with no Internet access to my RT instance. If Internet access were required then a separate instance of RT would be desirable. So what I am looking for from people who have either had this issue or thought about it is: what factors you would take into account when deciding on 1 or more instances of RT and why. Thanks, James ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Issues with AdminCCs
Hi Braam, I agree with Gene on this with an addition, if there is NO notification scrip for "Other" for whatever action, then those "AdminCc's" on the ticket won't get anything. Kenn LBNL On 1/9/2008 8:26 AM, Gene LeDuc wrote: Hi Braam, From what I've observed, the folks listed on the people tab of a ticket seem to be "ticket" adminccs and ccs, not "queue" watchers. Although both ticket and queue watchers should get all of the appropriate correspondence, within the ticket you only see those who are specific to that ticket. Regards, Gene At 01:06 AM 1/9/2008, Braam van Heerden wrote: Some more information I gathered after playing with a ticket a bit 1) If I manually add an AdminCC or CC it shows in the web interface 2) If I reply to a ticket, the AdminCC's does not get notified It seems the system notifies everyone that is AdminCCs when a ticket gets created, then forgets about them. If I use the query from http://wiki.bestpractical.com/view/GetWatcherInfoByTicket I get only the Requestor and Owner info back. Thanks :) Braam van Heerden > -Original Message- > From: Braam van Heerden (Conversant Systems) > Sent: 09 January 2008 10:50 AM > To: RT-Users@lists.bestpractical.com > Subject: [rt-users] Issues with AdminCCs > > Greetings, > > I recently upgraded my RT from 3.4.5 to 3.6.5 and moved it to > another machine at the same time. > > On the old machine I had everyone in the support department > set to AdminCC's for the queue. With the move we decided to > change it, and I set up a notification scrip instead. Today > my boss wanted the AdminCC's reinstated, so I went to > Watchers on the queue and added some support staff as > AdminCCs to the queue. > > When a new ticket gets created it notifies them correctly, > however in the Web UI under the Ticket's People tab I can > only see the Requestor, not the AdminCCs. > > Any help resolving this would be appreciated. > > Thanks :) > > Braam van Heerden > ___ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December > 31, we'll take up to 20 percent off the price. This sale > won't last long, so get in touch today. > Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com Commercial > support: [EMAIL PROTECTED] > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Possible browser-dependent Stylesheet problem between 3.6.3 and 3.6.5
-BEGIN PGP SIGNED MESSAGE- Hash: SHA1 On Wed, 9 Jan 2008 at 09:22 (+0100), Emmanuel Lacour wrote: On Tue, Jan 08, 2008 at 04:20:10PM -0800, Mike Friedman wrote: One of our RT systems here was just upgraded from 3.4.5 to 3.6.5 and now I find that most of the 'style' is gone in the web pages, but only with Opera and IE (6). Firefox displays the new page formats just fine. I had the same problem, this was because NoAuth/css wasn't excluded from fastcgi so there were headers added which was accepted by firefox but not by IE. The problem is certainly in your apache config. What are you using ? Fastcgi ? Mod_perl ? Can you give us a sample of your vhost configuration ? Also try to download your css from firefox and look at the result. This RT is using mod_perl. Below is the RT-related excerpt from the vhost config. This was set up a long time ago by someone who no longer works here and used to support this RT instance. I must admit that I don't understand a lot of it; in the RT's I support, my vhost definitions are much simpler. Mike === ### # ### RT3 # NB, from the rt-users mailing list: # "I have avoided using RedirectMatch by only applying "SetHandler # perl-script" (which seems to be what blocks the usual DirectoryIndex # behaviour) to html files, and those specific directories which need it." Alias /rt /usr/local/rt3/share/html PerlModule Bundle::Apache2 PerlModule Apache2::compat PerlModule Apache::DBI # PerlRequire /usr/local/rt3/bin/ap2mp2-fix.pl PerlRequire /usr/local/rt3/bin/webmux.pl Order allow,deny Allow from all Options All AllowOverride All AddDefaultCharset UTF-8 SetHandler perl-script PerlHandler RT::Mason SetHandler perl-script PerlHandler RT::Mason SetHandler perl-script PerlHandler RT::Mason SetHandler perl-script PerlHandler RT::Mason ## === _ Mike FriedmanInformation Services & Technology [EMAIL PROTECTED] 2484 Shattuck Avenue 1-510-642-1410 University of California at Berkeley http://socrates.berkeley.edu/~mikef http://ist.berkeley.edu _ -BEGIN PGP SIGNATURE- Version: PGP 6.5.8 iQA/AwUBR4T9l60bf1iNr4mCEQLvOACeKFGoUNHxDAEp7vcnZ+k4CQW2GhUAoM3Z Vj5+hy1zY01CvSmylla/iiF8 =EyO9 -END PGP SIGNATURE- ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] RT 3.6 query - possible bug?
We've found a difference between 3.4.2 and 3.6.5 that seems like a
bug - we have a query that returns different results.
One of our queues has a custom field called 'Alt. Email/Phone' so
that alternate requestor contact info can be recorded in the ticket.
Our users need to include this custom field in requestor searches
that cross different queues, including queues that don't have the
custom field. The WHERE clause is like this:
WHERE Requestor.EmailAddress LIKE 'sturner'
OR Requestor.Name LIKE 'sturner'
OR 'CF.{Alt. Email/Phone}' LIKE 'sturner'
This will get tickets for 'sturner' in any queue whether or not that
queue has a 'Alt. Email/Phone' custom field. The last part of the
clause is interpreted by RT to mean:
"OR where the 'Alt. Email/Phone' is defined for the ticket queue and
the value contains 'sturner' ''
However, RT 3.6.5 will only return tickets in the queue with the
custom field defined. Any tickets outside this queue with requestor =
'sturner' will not be returned.
The difference seems to be that in 3.4, there's an outer join
somewhere in the custom field part of the query, and in 3.6 there is
instead a simple join. The 3.6 interpretation of the query is
WHERE custom field 'Alt. Email/Phone' is defined for the queue AND
(Requestor.EmailAddress LIKE 'sturner'
OR Requestor.Name LIKE 'sturner'
OR 'CF.{Alt. Email/Phone}' LIKE 'sturner')
Is this a bug? Is there a work around?
Steve
Stephen Turner
Senior Programmer/Analyst - Client Support Services
MIT Information Services and Technology (IS&T)
___
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Commercial support: [EMAIL PROTECTED]
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RE: [rt-users] Issues with AdminCCs
Hi Braam, From what I've observed, the folks listed on the people tab of a ticket seem to be "ticket" adminccs and ccs, not "queue" watchers. Although both ticket and queue watchers should get all of the appropriate correspondence, within the ticket you only see those who are specific to that ticket. Regards, Gene At 01:06 AM 1/9/2008, Braam van Heerden wrote: Some more information I gathered after playing with a ticket a bit 1) If I manually add an AdminCC or CC it shows in the web interface 2) If I reply to a ticket, the AdminCC's does not get notified It seems the system notifies everyone that is AdminCCs when a ticket gets created, then forgets about them. If I use the query from http://wiki.bestpractical.com/view/GetWatcherInfoByTicket I get only the Requestor and Owner info back. Thanks :) Braam van Heerden > -Original Message- > From: Braam van Heerden (Conversant Systems) > Sent: 09 January 2008 10:50 AM > To: RT-Users@lists.bestpractical.com > Subject: [rt-users] Issues with AdminCCs > > Greetings, > > I recently upgraded my RT from 3.4.5 to 3.6.5 and moved it to > another machine at the same time. > > On the old machine I had everyone in the support department > set to AdminCC's for the queue. With the move we decided to > change it, and I set up a notification scrip instead. Today > my boss wanted the AdminCC's reinstated, so I went to > Watchers on the queue and added some support staff as > AdminCCs to the queue. > > When a new ticket gets created it notifies them correctly, > however in the Web UI under the Ticket's People tab I can > only see the Requestor, not the AdminCCs. > > Any help resolving this would be appreciated. > > Thanks :) > > Braam van Heerden > ___ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December > 31, we'll take up to 20 percent off the price. This sale > won't last long, so get in touch today. > Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com Commercial > support: [EMAIL PROTECTED] > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Gene LeDuc, GSEC Security Analyst San Diego State University ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Ticket loses reminders on a queue change?
There are lots of issues with reminders. I don't recommend them. On 1/8/08, Roedel, Mark <[EMAIL PROTECTED]> wrote: > > Observed with RT 3.6.6rc1: > > A ticket is created in queue A, and has a reminder created in it. The > reminder appears on both the ticket's "Reminders" page and on the > associated user's "Open Reminders" panel in the RT home page. > > The ticket is moved to queue B. Now the reminder no longer appears on > the ticket's "Reminders" page, but does still appear on the associated > user's "Open Reminders" panel in At-A-Glance. However, because that > panel just links to the ticket, there's no way for the user to clear the > reminder. > > If the ticket is moved back to queue A, the reminder reappears. > > lib/RT/Reminders.pm filters the collection of reminders for a ticket so > that it only includes objects in that ticket's queue -- which explains > the behavior. Is there an underlying reason for that restriction, > though? It's confusing to a user who considers a reminder to just be a > component of the ticket that ought to move when the ticket does, and > it's frustrating to a user who sees a task and can't do anything to mark > it completed. > > -- > Mark Roedel > Senior Programmer / Analyst > LeTourneau University > Longview, Texas USA > ___ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll > take > up to 20 percent off the price. This sale won't last long, so get in touch > today. > Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: [EMAIL PROTECTED] > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] method for adding LDAP users to their queues before they have logged on
On Wed, Jan 09, 2008 at 12:20:23PM +, Tom H wrote: > > Hi, > > I have the LDAP overlay working fine with LdapAutocreateAuthCallback, > and once my users have logged in I can add them to their groups and give > them permissions. > > However the problem I have at the moment, is that I want to add users to > a particular queue/group before they have ever logged on, otherwise they > log on and complain they can't see anything, and I then go and add them > and tell them login again, which is tiresome with 30 developers per queue. > > Is there a way to map an ldap group to a rt3 group, or script I can run > to add the users to the correct group regularly? > Here we made a custom perl script using Net::LDAP and perl API to add people to their groups in RT. I don't think it would be usefull to give you my script, because it's spevific to our system, but if you are somewhat familiar with perl, it would not be too hard to write one (look at html/Admin/Groups/Members.html to have example of perl groups API usage, and of course to lib/RT/Group*). ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] method for adding LDAP users to their queues before they have logged on
Hi, I have the LDAP overlay working fine with LdapAutocreateAuthCallback, and once my users have logged in I can add them to their groups and give them permissions. However the problem I have at the moment, is that I want to add users to a particular queue/group before they have ever logged on, otherwise they log on and complain they can't see anything, and I then go and add them and tell them login again, which is tiresome with 30 developers per queue. Is there a way to map an ldap group to a rt3 group, or script I can run to add the users to the correct group regularly? Thanks, T>. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] MergeUsers Patch question
Hello, --Am 3. Januar 2008 14:25:24 -0800 schrieb Sean McCreadie <[EMAIL PROTECTED]>: I installed the MergeUsers Extension from Jesse and then I noticed the patch that Dirk has put up on the mailing list. I tried to run the patch and it didn't work. Im pretty new to this and have never tried to use the patch command before. My question is should I be copying the Modify.html file from /share/html/Admin/Users to the local directory and then running the patch on it? Or does it run on the original file in the share directory? Thanks everyone in advance, im pretty confused on this one. The mergeUsers Extensions will install a html/Admin/Users/Modify.html into the local or shared directory (I dont know which), but you should not use it because it is buggy. Instead you should use the html/Admin/Users/Modify.html from the original RT installation an patch it (before 3.6.5) or leave it as it is (>= 3.6.5, as the patch had been applied in the distribution). With this Modify.html a callback will be enabled that allows to add some widget to the Admin/Users/Modify.html page. Hence you only need to supply such a callback. The callback I had attached to the mail with my patch will enable the mergeUser functionality that were originally enabled by the Modify.html page supplied with mergeUsers. To supply the callback just create the directory /path/to/rt/local/html/Callbacks/MergeUsers/Admin/Users/Modify.html/ and copy the file LeftColumnBottom from my mail in this directory. After restarting apache and clearing mason cache, MergeUsers should be functional. Regards, Dirk ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
RE: [rt-users] Issues with AdminCCs
Some more information I gathered after playing with a ticket a bit 1) If I manually add an AdminCC or CC it shows in the web interface 2) If I reply to a ticket, the AdminCC's does not get notified It seems the system notifies everyone that is AdminCCs when a ticket gets created, then forgets about them. If I use the query from http://wiki.bestpractical.com/view/GetWatcherInfoByTicket I get only the Requestor and Owner info back. Thanks :) Braam van Heerden > -Original Message- > From: Braam van Heerden (Conversant Systems) > Sent: 09 January 2008 10:50 AM > To: RT-Users@lists.bestpractical.com > Subject: [rt-users] Issues with AdminCCs > > Greetings, > > I recently upgraded my RT from 3.4.5 to 3.6.5 and moved it to > another machine at the same time. > > On the old machine I had everyone in the support department > set to AdminCC's for the queue. With the move we decided to > change it, and I set up a notification scrip instead. Today > my boss wanted the AdminCC's reinstated, so I went to > Watchers on the queue and added some support staff as > AdminCCs to the queue. > > When a new ticket gets created it notifies them correctly, > however in the Web UI under the Ticket's People tab I can > only see the Requestor, not the AdminCCs. > > Any help resolving this would be appreciated. > > Thanks :) > > Braam van Heerden > ___ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December > 31, we'll take up to 20 percent off the price. This sale > won't last long, so get in touch today. > Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com Commercial > support: [EMAIL PROTECTED] > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Issues with AdminCCs
Greetings, I recently upgraded my RT from 3.4.5 to 3.6.5 and moved it to another machine at the same time. On the old machine I had everyone in the support department set to AdminCC's for the queue. With the move we decided to change it, and I set up a notification scrip instead. Today my boss wanted the AdminCC's reinstated, so I went to Watchers on the queue and added some support staff as AdminCCs to the queue. When a new ticket gets created it notifies them correctly, however in the Web UI under the Ticket's People tab I can only see the Requestor, not the AdminCCs. Any help resolving this would be appreciated. Thanks :) Braam van Heerden ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] CSS
On Tue, Jan 08, 2008 at 09:08:55PM -0500, Steve Cochran wrote: > > Second, the wiki and this mailing list mention webrt.css as a way to > customize the front-end look. I searched my install and didn't find > any webrt.css file. Has that file been replaced and if so, what's the > best way to go about modifying the stylesheets now? > There is no webrt.css in 3.6.x, you will find a css directory in share/html/NoAuth. You can modify existing styles from the two default skins (3.4-default, 3.5-default) or copy one into a new dir, then modify it, then change the following value in your RT_Siteconfig.pm: This determines the default stylesheet the RT web interface will use. # RT ships with two valid values by default: # # 3.5-default The totally new, default layout for RT 3.5 # 3.4-compat A 3.4 compatibility stylesheet to make RT 3.5 look # (mostly) like 3.4 # # This value actually specifies a directory in share/html/NoAuth/css/ # from which RT will try to load the file main.css (which should # @import any other files the stylesheet needs). This allows you to # easily and cleanly create your own stylesheets to apply to RT. Set($WebDefaultStylesheet, '3.5-default'); ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Possible browser-dependent Stylesheet problem between 3.6.3 and 3.6.5
On Tue, Jan 08, 2008 at 04:20:10PM -0800, Mike Friedman wrote: > -BEGIN PGP SIGNED MESSAGE- > Hash: SHA1 > > One of our RT systems here was just upgraded from 3.4.5 to 3.6.5 and now I > find that most of the 'style' is gone in the web pages, but only with > Opera and IE (6). Firefox displays the new page formats just fine. > I had the same problem, this was because NoAuth/css wasn't excluded from fastcgi so there were headers added which was accepted by firefox but not by IE. The problem is certainly in your apache config. What are you using ? Fastcgi ? Mod_perl ? Can you give us a sample of your vhost configuration ? Also try to download your css from firefox and look at the result. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
