Re: [rt-users] Errors in scrips.
22.04.2010 15:43, H Manohar Rayker пишет: How can I track errors in scrips? The same way as the rest of errors - they're logged. -- Agnislav Onufrijchuk PortaOne, Inc., RT Developer Tel: +1-866-SIP VOIP (+1 866 747 8647) ext. 7670 PortaOne Booth 812 @ ITW 2010 International Telecommunication Week Marriott Wardman Park Hotel Washington, DC - May 24-26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Can't locate object method _Accessible
Just a small point. Port 8080 tends to be the proxy port, sure you do not have contention? I use port 8001 for my RT's. First you say you tried different ports and then the the same port. Did you mean different names? I've successfully run 3.8.1 and 3.8.6 concurrently on different virtual hosts (without doing the db upgrades). Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Add Approval in metadata options
How can I give ticket metadata the option Approval in the current option list:- Comment · Reply · Forward · Resolve . * · Extract_Article. I am guessing that this is one place the approval is an option. Ian Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Add Approval in metadata options
How can I give ticket metadata the option Approval in the current option list:- Comment · Reply · Forward · Resolve . * · Extract_Article. I am guessing that this is one place the approval is an option. Ian Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] A 'personal' watch list?
Stars are just bookmarks, similar to gmail. They don't let you track ticket progress directly. For that you either need to add yourself as a watcher, or use a dashboard report (also new to 3.8). With a dashboard you take a saved search query (could even be starred tickets) and return information about them e.g; periodic email. -- Cambridge Energy Alliance: Save money. Save the planet. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Forward to queue question
Hello all, I'm very new to RT, and after shifting around permissions on groups and queues for a few hours, I'm ready to ask for some help.. btw, documentation seems very widespread and unfocused, unless I'm looking in the wrong places. Basically, let's say I have 2 groups w/ a queue each... Helpdesk with a Helpdesk queue and Corp. Support with a Corp. Support queue. I don't want them to see each other's queues. However, I would like them to be able to forward tickets on to the other's queues. What permissions would I need to set up to make this happen? I've got it most of the way, to where it actually works, but when I forward a ticket, at the top in the yellow status bar it says permission was denied.. though the ticket still seems to transfer. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Forward to queue question
On Fri, Apr 23, 2010 at 12:06, Chris Hall hir...@gmail.com wrote: Hello all, I'm very new to RT, and after shifting around permissions on groups and queues for a few hours, I'm ready to ask for some help.. btw, documentation seems very widespread and unfocused, unless I'm looking in the wrong places. Read the book. It's the best place to get a grasp of the fundamentals. The wiki, POD and list archives tend to be for more esoteric issues and customization. Basically, let's say I have 2 groups w/ a queue each... Helpdesk with a Helpdesk queue and Corp. Support with a Corp. Support queue. I don't want them to see each other's queues. However, I would like them to be able to forward tickets on to the other's queues. What permissions would I need to set up to make this happen? I've got it most of the way, to where it actually works, but when I forward a ticket, at the top in the yellow status bar it says permission was denied.. though the ticket still seems to transfer. SeeQueue but not ShowTicket. Although forward is not really the correct term here, one moves ticets between queues. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Forward to queue question
thanks for the speedy reply. That's actually how I have it set now, and it works, but like I said, at the top it gives a faulty permission denied. This is set on the Corp. Support queue for permissions for the Helpdesk queue, and the error above occurs when someone in the helpdesk group moves a ticket to the Corp. Support queue. Is there something somewhere else I need to set? when root moves a ticket, no permission denied errors are displayed. On Fri, Apr 23, 2010 at 12:10 PM, Jerrad Pierce jpie...@cambridgeenergyalliance.org wrote: On Fri, Apr 23, 2010 at 12:06, Chris Hall hir...@gmail.com wrote: Hello all, I'm very new to RT, and after shifting around permissions on groups and queues for a few hours, I'm ready to ask for some help.. btw, documentation seems very widespread and unfocused, unless I'm looking in the wrong places. Read the book. It's the best place to get a grasp of the fundamentals. The wiki, POD and list archives tend to be for more esoteric issues and customization. Basically, let's say I have 2 groups w/ a queue each... Helpdesk with a Helpdesk queue and Corp. Support with a Corp. Support queue. I don't want them to see each other's queues. However, I would like them to be able to forward tickets on to the other's queues. What permissions would I need to set up to make this happen? I've got it most of the way, to where it actually works, but when I forward a ticket, at the top in the yellow status bar it says permission was denied.. though the ticket still seems to transfer. SeeQueue but not ShowTicket. Although forward is not really the correct term here, one moves ticets between queues. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Forward to queue question
On Fri, Apr 23, 2010 at 12:14, Chris Hall hir...@gmail.com wrote: thanks for the speedy reply. That's actually how I have it set now, and it works, but like I said, at the top it gives a faulty permission denied. That's because RT shows you a ticket after it's been updated. You've just moved it someplace you no longer have read access. There may be some extension somewhere to let you redirect after the update, or you could build one. to set? when root moves a ticket, no permission denied errors are displayed. Root is root, and generally only worth referencing *if* he experiences errors :-P Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Forward to queue question
Chris, We don't like to give out permissions very generously and since we have so many Queues, we let the Managers of a Queue decide what access they want others to have. Consequently, we give a few basic rights out Globally, but save the heavy stuff on a Queue by Queue basis. This is what we grant * Globally:* *System/Everyone*: nada *System/Unprivileged*: nada *System/Privileged*: AdminOwnPersonalGroups, CreateOwnDashboard, CreateSavedSearch, DeleteOwnDashboard, EditSavedSearch, ForwardMessage, LoadSavedSearch, ModifyOwnDashboard, ModifySelf, SeeDashboard, SeeOwnDashboard, ShowSavedSearches, SubscribeDashboard - we feel these rights to be basic to all of our privileged users. They should be able to see any system dashboards, certainly their own and also any Searches. Since the ability to save a Search for a group is based on that groups membership, that part basically takes care of itself. *Roles/Owner*: ModifyTicket - we don't let anyone but an owner modify Ticket metadata. CF's and Comments and email are a Queue by Queue thing. *Roles/AdminCc*: AdminGroupMembersdhip, AdminUsers, AssignCustomField, ModifyOwnMembership, SeeCustomField, SeeGroup, ShowConfigTab, ShowScrips, ShowTemplate, WatchAsAdminCc - We use the *AdminCc role* as the *Queue Manager*, therefor we give them certain rights we don't give to others. *Roles/Cc*: ReplyToTicket, SeeQueue, ShowTicket, Watch - If you are designated as a Queue watcher, then you should at least have these rights, since they all interest you. We let the Queue manager grant other rights at the Queue level. *Roles/Requestor*: ReplyToTicket, SeeQueue, ShowTicket, Watch - If you made the request, you should at least have these rights. We let the Queue manager grant other rights at the Queue level. Basic Rights granted at the *Queue level:* *System/Everyone:* nada *System/unprivi8leged:* nada *System/Privileged:* CreateTickets - for some Queues. These are usually Queues that support all the other Queues and therefore could get tickets from almost any group. For Queues with specific users, this right is granted only to those groups. * Roles/Owner: nada - *Already has the ModifyTicket right because of Global rights. Since the owner is already a member of some support group, all the other rights they get from being a member of that group.* Roles/AdminCc:* DeleteTicket, ModifyACL, ModifyQueueWatchers, ModifyTicket, ShowACL, StealTicket. Since this person *IS* the boss for this Queue, this person has control over who gets what tickets, who can see the Queue and certain rights, etc. *Roles/Cc: *CommentOnTicket, ShowOutgoingEmail, ShowTicketComments - in case, the Queue Manager is allowing Cc Watchers to see and make comments and see any email.* Roles/Requestor:* nada - this person has all the rights their gonna get Globally. For us, we see Requestors as Customers so we don't want them to have much control. Seeing their ticket and correspondence is about it. * User-Defined Groups:* usually there are at least two groups for each Queue, sometimes a couple more if they have some interest; *The User group*, which basically makes a request for work. So they get to see the Queue and create tickets, etc. Maybe (like for QA work) modify a Custom Field. *The SupportGroup*; These are the support team that have these rights; CommentOnTIcket, CreateTicket, OwnTicket, ReplyToTicket, SeeQueue, ShowOutgoingEmail, ShowTicket, ShowTicketComments, TakeTicket, and Watch. Sometimes a Queue manager will let the StealTickets as well. Also, we set up our RT_SiteConfig.pm file to turn off StrictACL, which gives Ticket Owners and AdminCcs (the only ones who can ModifyTicket) the right to set up links to tickets in other Queues. Anyway, that the way we do it. I'm sure your situation is different. Hope this helps. Kenn LBNL * * On Fri, Apr 23, 2010 at 9:14 AM, Chris Hall hir...@gmail.com wrote: thanks for the speedy reply. That's actually how I have it set now, and it works, but like I said, at the top it gives a faulty permission denied. This is set on the Corp. Support queue for permissions for the Helpdesk queue, and the error above occurs when someone in the helpdesk group moves a ticket to the Corp. Support queue. Is there something somewhere else I need to set? when root moves a ticket, no permission denied errors are displayed. On Fri, Apr 23, 2010 at 12:10 PM, Jerrad Pierce jpie...@cambridgeenergyalliance.org wrote: On Fri, Apr 23, 2010 at 12:06, Chris Hall hir...@gmail.com wrote: Hello all, I'm very new to RT, and after shifting around permissions on groups and queues for a few hours, I'm ready to ask for some help.. btw, documentation seems very widespread and unfocused, unless I'm looking in the wrong places. Read the book. It's the best place to get a grasp of the fundamentals. The wiki, POD and list archives tend to be for more esoteric issues and customization. Basically, let's say I have 2 groups w/ a queue each... Helpdesk with a
[rt-users] Database initial data not translated
Hello, I'm trying to deploy an RT instance in French. However, after running make initialize-database, I notice that all the data entered into the database is in English (looking via phpmyadmin). I also notice that there are translation strings in the I18N fr.po file for etc/initialdata, so I don't understand why they're not used when initializing the database contents. I've Set(@LexiconLanguages, qw(fr)); in my RT_SiteConfig.pm Thanks, -- Jérôme Charaoui Service informatique - Collège de Maisonneuve Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Simple search for nobody broken in 3.8.6?
I seem to recall being able to search for tickets owned by nobody in 3.8.1, but in 3.8.6 nobody ends up as a subject term search. Is this a false memory, or perhaps due to the renaming of Nobody to Nobody in particular? -- Cambridge Energy Alliance: Save money. Save the planet. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Simple search for nobody broken in 3.8.6?
Hi Jerrad, We are using 3.8.7, and the following query runs on the dashboard of every service desk tech: Owner = 'Nobody' AND ( Status = 'new' OR Status = 'open') Works as expected. (Note we have not made any changes to this since 3.8.2). Thanks, Bill Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Simple search for nobody broken in 3.8.6?
Owner = 'Nobody' AND ( Status = 'new' OR Status = 'open') That's not a simple search. Simple search is typing a few terms in the upper-right search box for the Googleish parser to handle. Typing general bob there will show all tickets owned by Bob in the General queue, but general nobody does not do so (in 3.8.6, but I recall it doing so in 3.8.1) -- Cambridge Energy Alliance: Save money. Save the planet. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Simple search for nobody broken in 3.8.6?
Just diffed Googleish and none of the changes from 3.8.1 to 3.8.6 would account for this, so it's a false memory/wistful dream for consistency. OTOH I've discovered (if you did not notice) simple search now supports exact phrase searches i.e; quoted strings -- Cambridge Energy Alliance: Save money. Save the planet. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
