Re: [rt-users] How do I allow ticket creation for a user
On Sun, Apr 04, 2010 at 01:11:45PM +0100, Kevin Bailey wrote: Hiya, Thanks for the replies - I poked around and found that if I add these permissions to a user on a queue CommentOnTicket [1][ ] CreateTicket [2][ ] ReplyToTicket [3][ ] SeeQueue [4][ ] ShowTicket [5][ ] ShowTicketComments The user can then create a ticket for that queue with the web interface. The additional point to note is that the user will then be able to use the normal interface to view *all* tickets in the queue - even if they are not the requestor. Don't hand ShowTicket out Unprivileged on the queue, hand it out to Requestors and Ccs on the queue, then users can only see tickets they created (or were added as a CC to by someone) -kevin Thanks for the pointers, Kev Kevin Bailey wrote: Hi, I've allowed a user to log in to view tickets - and this is really good in the SelfService area. However,, they can't create a ticket - what permissions do I have to give where to allow a user to create a ticket in a single queue via the web interface. Thanks, -- Kevin Bailey Director/Programmer - Freeway Projects Limited Web: [6]www.freewayprojects.com Email: [7]kbai...@freewayprojects.com Phone: +44 (0)1752 267090 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at [8]http://rtbook.bestpractical.com -- Kevin Bailey Director/Programmer - Freeway Projects Limited Web: [9]www.freewayprojects.com Email: [10]kbai...@freewayprojects.com Phone: +44 (0)1752 267090 References Visible links 6. http://www.freewayprojects.com/ 7. mailto:kbai...@freewayprojects.com 8. http://rtbook.bestpractical.com/ 9. http://www.freewayprojects.com/ 10. mailto:kbai...@freewayprojects.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com pgpKj85cmNd0U.pgp Description: PGP signature Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT WYSIWYG issue
On Sun, Apr 04, 2010 at 08:26:16PM -0700, Potla, Ashish Bassaliel wrote: Hi We are seeing some issue when commenting for a ticket in RT system. If we use 'tab' key, it send multiple emails (in this case we got almost 30 emails) for the ticket's response to all the members. (We are glad, the user didn't used more than 30 words to close this ticket:)) That seems...somewhat impossible. Can you set RT's log level to debug and capture the log while you do this? (Also, please don't CC rt-users at two different domains. you'll end up creating duplicate messages) Is there a fix for this from anyone? Thanks in Advance, -Ashish Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT WYSIWYG issue
Jesse - Thanks for the reply - I did some debug logging but I do not see anything that is not too obvious - But I did find out something. My findings : Say I want to update the ticket with I am going to be late today. It has as many as 6 spaces. You navigate to the WYSIWYG window by pressing tab repeatedly. Now your cursor is ready and blinking and you THINK you are ready to type in the WYSIWYG (on MS Explorer-7 on XP) . But the problem is you pressed tab one time too many and the actual focus is on Update button. The focus goes to the Update Ticket button BUT the cursor is still blinking n the WYSIWYG editor giving user the impression that the focus is on the message input window. At this point if I type in my message which has 6 spaces, quickly enough.. Each space-bar hit is actually a click on the Update Button and the update functionality is carried out. Because my typing is faster than the time it takes to reload the page the 6 space bar hits makes those many updations to the ticket. The updations are as follows : I I am I am going I am going to I am going to be I am going to be late I am going to be late today. (This is when I consciously click the Update button) So all in all I see 7 modifications to the ticket :( Your thoughts. -Ashish From: Jesse Vincent [je...@bestpractical.com] Sent: Monday, April 05, 2010 11:49 PM To: Potla, Ashish Bassaliel Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] RT WYSIWYG issue On Sun, Apr 04, 2010 at 08:26:16PM -0700, Potla, Ashish Bassaliel wrote: Hi We are seeing some issue when commenting for a ticket in RT system. If we use 'tab' key, it send multiple emails (in this case we got almost 30 emails) for the ticket's response to all the members. (We are glad, the user didn't used more than 30 words to close this ticket:)) That seems...somewhat impossible. Can you set RT's log level to debug and capture the log while you do this? (Also, please don't CC rt-users at two different domains. you'll end up creating duplicate messages) Is there a fix for this from anyone? Thanks in Advance, -Ashish Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT WYSIWYG issue
Notice that the focus at that point is both on the WYSIWYG editor and the update button. From: rt-users-boun...@lists.bestpractical.com [rt-users-boun...@lists.bestpractical.com] On Behalf Of Potla, Ashish Bassaliel [c_apo...@qualcomm.com] Sent: Tuesday, April 06, 2010 12:29 AM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] RT WYSIWYG issue Jesse - Thanks for the reply - I did some debug logging but I do not see anything that is not too obvious - But I did find out something. My findings : Say I want to update the ticket with I am going to be late today. It has as many as 6 spaces. You navigate to the WYSIWYG window by pressing tab repeatedly. Now your cursor is ready and blinking and you THINK you are ready to type in the WYSIWYG (on MS Explorer-7 on XP) . But the problem is you pressed tab one time too many and the actual focus is on Update button. The focus goes to the Update Ticket button BUT the cursor is still blinking n the WYSIWYG editor giving user the impression that the focus is on the message input window. At this point if I type in my message which has 6 spaces, quickly enough.. Each space-bar hit is actually a click on the Update Button and the update functionality is carried out. Because my typing is faster than the time it takes to reload the page the 6 space bar hits makes those many updations to the ticket. The updations are as follows : I I am I am going I am going to I am going to be I am going to be late I am going to be late today. (This is when I consciously click the Update button) So all in all I see 7 modifications to the ticket :( Your thoughts. -Ashish From: Jesse Vincent [je...@bestpractical.com] Sent: Monday, April 05, 2010 11:49 PM To: Potla, Ashish Bassaliel Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] RT WYSIWYG issue On Sun, Apr 04, 2010 at 08:26:16PM -0700, Potla, Ashish Bassaliel wrote: Hi We are seeing some issue when commenting for a ticket in RT system. If we use 'tab' key, it send multiple emails (in this case we got almost 30 emails) for the ticket's response to all the members. (We are glad, the user didn't used more than 30 words to close this ticket:)) That seems...somewhat impossible. Can you set RT's log level to debug and capture the log while you do this? (Also, please don't CC rt-users at two different domains. you'll end up creating duplicate messages) Is there a fix for this from anyone? Thanks in Advance, -Ashish Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT WYSIWYG issue
I've seen this with one of my users as well. I always assumed there was something messed up with his browser, now I understand what was happening. -Mike Potla, Ashish Bassaliel wrote: Jesse - Thanks for the reply - I did some debug logging but I do not see anything that is not too obvious - But I did find out something. My findings : Say I want to update the ticket with I am going to be late today. It has as many as 6 spaces. You navigate to the WYSIWYG window by pressing tab repeatedly. Now your cursor is ready and blinking and you THINK you are ready to type in the WYSIWYG (on MS Explorer-7 on XP) . But the problem is you pressed tab one time too many and the actual focus is on Update button. The focus goes to the Update Ticket button BUT the cursor is still blinking n the WYSIWYG editor giving user the impression that the focus is on the message input window. At this point if I type in my message which has 6 spaces, quickly enough.. Each space-bar hit is actually a click on the Update Button and the update functionality is carried out. Because my typing is faster than the time it takes to reload the page the 6 space bar hits makes those many updations to the ticket. The updations are as follows : I I am I am going I am going to I am going to be I am going to be late I am going to be late today. (This is when I consciously click the Update button) So all in all I see 7 modifications to the ticket :( Your thoughts. -Ashish From: Jesse Vincent [je...@bestpractical.com] Sent: Monday, April 05, 2010 11:49 PM To: Potla, Ashish Bassaliel Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] RT WYSIWYG issue On Sun, Apr 04, 2010 at 08:26:16PM -0700, Potla, Ashish Bassaliel wrote: Hi We are seeing some issue when commenting for a ticket in RT system. If we use 'tab' key, it send multiple emails (in this case we got almost 30 emails) for the ticket's response to all the members. (We are glad, the user didn't used more than 30 words to close this ticket:)) That seems...somewhat impossible. Can you set RT's log level to debug and capture the log while you do this? (Also, please don't CC rt-users at two different domains. you'll end up creating duplicate messages) Is there a fix for this from anyone? Thanks in Advance, -Ashish Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] User prompted for authentication when opening new tabs
Does anyone know of a browser setting that could explain why one user is prompted to authenticate for new tabs within the RT system? This does not happen every time, but enough to be annoying. RT is set to expire sessions after 8 hours. -Mike Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] User prompted for authentication when opening new tabs
-Original Message- From: Michael Ellis Does anyone know of a browser setting that could explain why one user is prompted to authenticate for new tabs within the RT system? This does not happen every time, but enough to be annoying. RT is set to expire sessions after 8 hours. It'd help to know what browser. Off the top of my head though, I'd say a browser running in private / hidden mode could possibly do this. Stuart Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] How to customize RT's FCKeditor?
Anyone know how to customize the FCKeditor instances in RT? I would
like to expose the editor controls be default.
I tried this but it doesn't pick up the config file:
$ git diff share/html/Elements/HeaderJavascript
diff --git a/share/html/Elements/HeaderJavascript
b/share/html/Elements/HeaderJavascript
index 6ee88a1..bf12104 100644
--- a/share/html/Elements/HeaderJavascript
+++ b/share/html/Elements/HeaderJavascript
@@ -113,6 +113,7 @@ $onload = undef
var oFCKeditor = new FCKeditor( textArea.name,
'100%', % RT-Config-Get('MessageBoxRichTextHeight') % );
oFCKeditor.BasePath =
%RT-Config-Get('WebPath')%/NoAuth/RichText/;
+oFCKeditor.Config[CustomConfigurationsPath] =
/NoAuth/js/myconfig.js;
oFCKeditor.ReplaceTextarea();
}
}
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Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] User prompted for authentication when opening new tabs
Yeah, I left that out intentionally becase I can't confirm it's not happening in multiple browsers. He's one of those people who say it happens everytime, even though when he tries to show you it only he has to do it a dozen times before it manifests. He claims it's happening in both firefox and IE, but I've only seen it happen in IE 7. I'll check if he's using incognito or inprivate or whatever, though. He just might be. Thanks, Mike Sent from my iPhone On Apr 5, 2010, at 6:08 PM, Stuart Browne stuart.bro...@ausregistry.com.au wrote: -Original Message- From: Michael Ellis Does anyone know of a browser setting that could explain why one user is prompted to authenticate for new tabs within the RT system? This does not happen every time, but enough to be annoying. RT is set to expire sessions after 8 hours. It'd help to know what browser. Off the top of my head though, I'd say a browser running in private / hidden mode could possibly do this. Stuart Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
