Re: [rt-users] create ticket via email
i have installed CommandByMail but when i add
Set(@Plugins,(qw(RT::Extension::CommandByMail))) i get a 500 error on my
server and cant do anything, dont know why this happens
i followed this install README
http://kobesearch.cpan.org/htdocs/RT-Extension-CommandByMail/INSTALL.html
Kenneth Crocker wrote:
nordik,
We just installed 3.8.7 and we had to install CommandByMail separately,
along with adding it to the plugins. That's no problem and it works well.
There are some readme instructions for how to use it, but basically, the
command lines are CF{name of CF}: value (minus the quotes, of course). I
ran into a problem with a text CF, or more accurately, ran into a
problem
with my email editor. Our email editor adds a newline delimiter when it
does
a wrap on content and CBM stops loading the value of a CF the moment it
see
a newline delimiter. So, when I enter more than 58 to 60 charaters (the
point at which the email editor adds a newline delimiter), the rest gets
dropped. So, keep that in mind.
Good luck.
Kenn
LBNL
On Wed, Jun 16, 2010 at 1:00 AM, nordik24 nordi...@gmail.com wrote:
i use rt 3.8 so it is there by default but i havent configured it, maybe
thats whats missing
if i get it to work with the extension:CommandByMail how should i type so
that my custom fields are filled correctly ??
Kenneth Crocker wrote:
Jim,
You DO have CommandByMail installed, yes?
Kenn
LBNL
On Tue, Jun 15, 2010 at 2:29 PM, Jim Tambling
jim.tambl...@datatote.co.ukwrote:
Hi,
I found that when using email to create a ticket, unless it is sent in
plain text the CF fields are not parsed correctly.
Hope this helps, Jim
-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of
nordik24
Sent: 15 June 2010 13:12
To: rt-users@lists.bestpractical.com
Subject: [rt-users] create ticket via email
hi
im able to create a ticket by sending an email but i dont know how to
fill the other fields apart from Subject. I have 4 custom fields
that
i want to fill when i send the mail
i use a php form to send the mails and i tried to put the custom field
in the header to see if it works by typing CF.{custom field
name}=value but nothing happens
i hope someone knows how to do it
--
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[rt-users] Hashes in Collectionlist for Users
Hello out there,
in Admin/Users/index.html (surely on the local-path), in the
%init%-part I implemented a hash which looks like that:
my %NumHash = (21 = foo,
23 = bar,
25 = entry,
29 = exit);
It is for sure that $NumHash{21} displays foo, for instance.
I want to get a list with the following entries:
# RealNameNumHash
13 Obama, Barack
21 Reagan, Ronald foo
23 Clinton, Bill bar
25 Nixon, Richard entry
29 Washington, George exit
I do not think that $NumHash{__id__} works if I implement it in the
format string of my collection list. What can I do else?
Thanks in advance.
Wolfram Hüttermann
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Re: [rt-users] How do I exclude a global scrip for specific queues
This is my way: my @QueueList = qw(Q1 Q2); my $qname = $self-TicketObj-QueueObj-Name; return 0 if grep /$qname/, @QueueList; return 1; Chris Am 16.06.2010 18:28, schrieb slamp slamp: On Tue, Jun 15, 2010 at 5:31 PM, slamp slamp slack...@gmail.com wrote: On Tue, Jun 15, 2010 at 5:28 PM, slamp slamp slack...@gmail.com wrote: I have a global scrip Condition: User defined Action: Notify All I have this in my custom condition: return (($self-TransactionObj-Type eq Correspond) ($self-TicketObj-QueueObj-Name ne Q1)); return (($self-TransactionObj-Type eq Correspond) ($self-TicketObj-QueueObj-Name ne Q2)); return (($self-TransactionObj-Type eq Correspond) ($self-TicketObj-QueueObj-Name ne Q3)); Scrip is not executed when the queue is Q1, however it is executed when the queue is either Q2 or Q3. I think I need to somehow combine the logic but i am not much of a perl guy. Any help is appreciated. Would something like this work? return (($self-TransactionObj-Type eq Correspond) (($self-TicketObj-QueueObj-Name ne Q1) || ($self-TicketObj-QueueObj-Name ne Q2) || ($self-TicketObj-QueueObj-Name ne Q3))); for the other non-perl people like me, the following works. return (($self-TransactionObj-Type eq Correspond) (($self-TicketObj-QueueObj-Name ne Q1) ($self-TicketObj-QueueObj-Name ne Q2) ($self-TicketObj-QueueObj-Name ne Q3))); 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] RT Theme
I will like to change the team of my RT but I don't know how to go about it. Can someone lead me to the path of the web theme and what to do in changing the theme to my own customizable css. I have RT 3.8.8 on Ubuntu 9 thanks, Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT Theme
On Thu, Jun 17, 2010 at 08:59:33AM -0400, borngunn...@aol.com wrote: I will like to change the team of my RT but I don't know how to go about it. Can someone lead me to the path of the web theme and what to do in changing the theme to my own customizable css. I have RT 3.8.8 on Ubuntu 9 thanks, I think you will need to take a look at the existing *.css files included with RT and develop your own from there. You should probably also read the information in the wiki on cleanly customizing RT. From your question, it sounds like you will have a steep learning curve to make your change. Good luck. Regards, Ken Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Some Implementation Questions
Hello, We have just installed RT and are trying to roll it out to our internal folks. At a demo yesterday, some of our senior members had a number of questions about RT's capabilities. I was able to answer some based on research, but here are a couple outstanding ones I couldn't answer. Does anyone here know answers to some of these questions? 1.) We'd like to keep users who create tickets from being able to assign those tickets an owner. (The owner would be assigned either automatically via Scrips or manually via a separate queue manager.) I understand that the Modify Ticket priv keeps users from changing an existing ticket's owner, but it still seems to allow a user to create a ticket and immediately assign that new ticket an owner on the same screen. Is there a way we can remove that capability, or maybe even remove that owner drop-down from the new ticket display altogether? 2.) Is there any way to include screenshots (or other images) in the ticket body? I see there is a multitude of options for rich text display, including a paste from Word but I don't see anything about images. When pasting an image from Word, it just shows up blank, although the blank image is the correct size. It looks like it's trying real hard to make it work. Is this something that is being worked on, or is it technically not feasible? 3.) I see the group priv Create Group Dashboard but I don't see how one actually does create a Group Dashboard (as opposed to a personal or System dashboard). I can't find anything in the interface. Googling this feature yields nothing. Dashboads aren't in the RT Essentials book at all. Is there any reference out there for configuring Group Dashboards specifically? Thanks in advance, AJ Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Multiple mail id's for the RTAddressRegexp.
On Thu, Jun 17, 2010 at 08:18:57AM +0530, H Manohar Rayker wrote: Can I set multiple mail id's for the below mentioned settings to avoid loopback in RT? Set($RTAddressRegexp , '^x...@yyy.com$'); If yes how can I proceed? It is just a perl regexp, so yes. You can read more about them by checking perldoc perlre or googling 'perl regexp'. '^(?:f...@example\.com|b...@example\.com)$' -kevin pgp9g6lZd6eME.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] create ticket via email
On Thu, Jun 17, 2010 at 01:22:36AM -0700, nordik24 wrote:
i have installed CommandByMail but when i add
Set(@Plugins,(qw(RT::Extension::CommandByMail))) i get a 500 error on my
server and cant do anything, dont know why this happens
i followed this install README
http://kobesearch.cpan.org/htdocs/RT-Extension-CommandByMail/INSTALL.html
You really need to post apache error logs. Since you got a 500 there
will be something.
-kevin
Kenneth Crocker wrote:
nordik,
We just installed 3.8.7 and we had to install CommandByMail separately,
along with adding it to the plugins. That's no problem and it works well.
There are some readme instructions for how to use it, but basically, the
command lines are CF{name of CF}: value (minus the quotes, of course). I
ran into a problem with a text CF, or more accurately, ran into a
problem
with my email editor. Our email editor adds a newline delimiter when it
does
a wrap on content and CBM stops loading the value of a CF the moment it
see
a newline delimiter. So, when I enter more than 58 to 60 charaters (the
point at which the email editor adds a newline delimiter), the rest gets
dropped. So, keep that in mind.
Good luck.
Kenn
LBNL
On Wed, Jun 16, 2010 at 1:00 AM, nordik24 nordi...@gmail.com wrote:
i use rt 3.8 so it is there by default but i havent configured it, maybe
thats whats missing
if i get it to work with the extension:CommandByMail how should i type so
that my custom fields are filled correctly ??
Kenneth Crocker wrote:
Jim,
You DO have CommandByMail installed, yes?
Kenn
LBNL
On Tue, Jun 15, 2010 at 2:29 PM, Jim Tambling
jim.tambl...@datatote.co.ukwrote:
Hi,
I found that when using email to create a ticket, unless it is sent in
plain text the CF fields are not parsed correctly.
Hope this helps, Jim
-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of
nordik24
Sent: 15 June 2010 13:12
To: rt-users@lists.bestpractical.com
Subject: [rt-users] create ticket via email
hi
im able to create a ticket by sending an email but i dont know how to
fill the other fields apart from Subject. I have 4 custom fields
that
i want to fill when i send the mail
i use a php form to send the mails and i tried to put the custom field
in the header to see if it works by typing CF.{custom field
name}=value but nothing happens
i hope someone knows how to do it
--
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http://old.nabble.com/create-ticket-via-email-tp2937p2937.html
Sent from the Request Tracker - User mailing list archive at
Nabble.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
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
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Description: PGP signature
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Re: [rt-users] create ticket via email
nordik,
Are you sure there wasn't an instruction to do this?:
*Set(@MailPlugins, (qw(Auth::MailFrom Filter::TakeAction)));
*Your Mail plugin needs to have *Filter::TaksAction *in it.*
Try that.
Kenn
LBNL
*
On Thu, Jun 17, 2010 at 1:22 AM, nordik24 nordi...@gmail.com wrote:
i have installed CommandByMail but when i add
Set(@Plugins,(qw(RT::Extension::CommandByMail))) i get a 500 error on my
server and cant do anything, dont know why this happens
i followed this install README
http://kobesearch.cpan.org/htdocs/RT-Extension-CommandByMail/INSTALL.html
Kenneth Crocker wrote:
nordik,
We just installed 3.8.7 and we had to install CommandByMail separately,
along with adding it to the plugins. That's no problem and it works well.
There are some readme instructions for how to use it, but basically, the
command lines are CF{name of CF}: value (minus the quotes, of course).
I
ran into a problem with a text CF, or more accurately, ran into a
problem
with my email editor. Our email editor adds a newline delimiter when it
does
a wrap on content and CBM stops loading the value of a CF the moment it
see
a newline delimiter. So, when I enter more than 58 to 60 charaters (the
point at which the email editor adds a newline delimiter), the rest gets
dropped. So, keep that in mind.
Good luck.
Kenn
LBNL
On Wed, Jun 16, 2010 at 1:00 AM, nordik24 nordi...@gmail.com wrote:
i use rt 3.8 so it is there by default but i havent configured it, maybe
thats whats missing
if i get it to work with the extension:CommandByMail how should i type
so
that my custom fields are filled correctly ??
Kenneth Crocker wrote:
Jim,
You DO have CommandByMail installed, yes?
Kenn
LBNL
On Tue, Jun 15, 2010 at 2:29 PM, Jim Tambling
jim.tambl...@datatote.co.ukwrote:
Hi,
I found that when using email to create a ticket, unless it is sent
in
plain text the CF fields are not parsed correctly.
Hope this helps, Jim
-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of
nordik24
Sent: 15 June 2010 13:12
To: rt-users@lists.bestpractical.com
Subject: [rt-users] create ticket via email
hi
im able to create a ticket by sending an email but i dont know how to
fill the other fields apart from Subject. I have 4 custom fields
that
i want to fill when i send the mail
i use a php form to send the mails and i tried to put the custom
field
in the header to see if it works by typing CF.{custom field
name}=value but nothing happens
i hope someone knows how to do it
--
View this message in context:
http://old.nabble.com/create-ticket-via-email-tp2937p2937.html
Sent from the Request Tracker - User mailing list archive at
Nabble.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
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
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Buy a copy at http://rtbook.bestpractical.com
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Re: [rt-users] Hashes in Collectionlist for Users
On Thu, Jun 17, 2010 at 10:38:12AM +0200, Wolfram Huettermann wrote:
Hello out there,
in Admin/Users/index.html (surely on the local-path), in the %init%-part
I implemented a
hash which looks like that:
my %NumHash = (21 = foo,
23 = bar,
25 = entry,
29 = exit);
It is for sure that $NumHash{21} displays foo, for instance.
I want to get a list with the following entries:
# RealNameNumHash
13 Obama, Barack
21 Reagan, Ronald foo
23 Clinton, Bill bar
25 Nixon, Richard entry
29 Washington, George exit
I do not think that $NumHash{__id__} works if I implement it in the
format string of my
collection list. What can I do else?
You really want to use a callback from RT__User/ColumnMap to add a
NumHash type that uses the passed $User object to lookup and return
what you want. If you're on 3.8.8 you get to configure the format
used on the User admin page from your RT_SiteConfig
-kevin
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Re: [rt-users] Some Implementation Questions
AJ, Yes, yes, and yes. !) there are a number of ways to do this. You can modify the tickete create html file to drop owners from the display OR simply write a global scrip to force Nobody into the Owner field (a more simple answer). 2) Not much experience with it, but I believe so. I think I have a few users thathave done that. I'll check it out. 3) You can set rights for Group Dashboards by goin to Configuration-Group-=FroupRights, There you will see all the rights associated with Group Dashboards. If you have anymore questions, I'd be happy to help you out. Hope this helps. Kenn LBNL On Thu, Jun 17, 2010 at 6:14 AM, AJ Ferrigno aj.ferri...@gmail.com wrote: Hello, We have just installed RT and are trying to roll it out to our internal folks. At a demo yesterday, some of our senior members had a number of questions about RT's capabilities. I was able to answer some based on research, but here are a couple outstanding ones I couldn't answer. Does anyone here know answers to some of these questions? 1.) We'd like to keep users who create tickets from being able to assign those tickets an owner. (The owner would be assigned either automatically via Scrips or manually via a separate queue manager.) I understand that the Modify Ticket priv keeps users from changing an existing ticket's owner, but it still seems to allow a user to create a ticket and immediately assign that new ticket an owner on the same screen. Is there a way we can remove that capability, or maybe even remove that owner drop-down from the new ticket display altogether? 2.) Is there any way to include screenshots (or other images) in the ticket body? I see there is a multitude of options for rich text display, including a paste from Word but I don't see anything about images. When pasting an image from Word, it just shows up blank, although the blank image is the correct size. It looks like it's trying real hard to make it work. Is this something that is being worked on, or is it technically not feasible? 3.) I see the group priv Create Group Dashboard but I don't see how one actually does create a Group Dashboard (as opposed to a personal or System dashboard). I can't find anything in the interface. Googling this feature yields nothing. Dashboads aren't in the RT Essentials book at all. Is there any reference out there for configuring Group Dashboards specifically? Thanks in advance, AJ 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] Redirection from HTTPS to HTTP
Hi all, I'm using RT version 3.8.8-1 on a debian squeeze server. I installed Apache 2.2.15-5 as webserver with RT's apache2-modperl2.conf This is the content of my virtual host file. VirtualHost *:443 ServerAdmin webmas...@myserver.domain ServerName myserver.domain Include /etc/request-tracker3.8/apache2-modperl2.conf /VirtualHost I connect to RT by link https://myserver.domain/rt because I left /etc/request-tracker3.8/apache2-modperl2.conf unchanged. The issue I face is that everytime I submit a form for changing a ticket's status for example, I'm redirecting tohttp (http://myserver.domain/rt/.. ) protocol so I cannot see the result of the operation. I don't know why. Can you help me to fix this please ? Thanks in advance. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Some Implementation Questions
2.) Is there any way to include screenshots (or other images) in the ticket body? I see there is a multitude of options for rich text display, including a paste from Word but I don't see anything about Just upload the image as an attachment. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Some Implementation Questions
Kenneth, thanks for your help. I know there are the Group Rights for the Group Dashboard. I am logging in as root, which has access to everything in the Global - Group Rights section (which looks to be the same as the Groups- Group Rights section). I still don't see where to go to create that Group Dashboard once I have those rights. I can create a personal or System dashboard, but not a Group one. Where is the option for this? Jarrad, 2.) Is there any way to include screenshots (or other images) in the ticket body? I see there is a multitude of options for rich text display, including a paste from Word but I don't see anything about Just upload the image as an attachment. I know we can upload attachments, this would be fine for me personally, but the bigwigs just want to copy and paste directly into the body like they can with e-mail. Pasting into a file (which, knowing them, would be Word), saving it, then attaching it to the ticket is too much work and honestly I wouldn't want them to do it that way anyway. Technically speaking, maybe it would be a nice enhancement to automatically convert rich text images into attachments, the same way RT handles img/ tags in HTML e-mail. Is this possible? Thanks again, AJ On Thu, Jun 17, 2010 at 10:56 AM, Kenneth Crocker kfcroc...@lbl.gov wrote: AJ, Yes, yes, and yes. !) there are a number of ways to do this. You can modify the tickete create html file to drop owners from the display OR simply write a global scrip to force Nobody into the Owner field (a more simple answer). 2) Not much experience with it, but I believe so. I think I have a few users thathave done that. I'll check it out. 3) You can set rights for Group Dashboards by goin to Configuration-Group-=FroupRights, There you will see all the rights associated with Group Dashboards. If you have anymore questions, I'd be happy to help you out. Hope this helps. Kenn LBNL On Thu, Jun 17, 2010 at 6:14 AM, AJ Ferrigno aj.ferri...@gmail.com wrote: Hello, We have just installed RT and are trying to roll it out to our internal folks. At a demo yesterday, some of our senior members had a number of questions about RT's capabilities. I was able to answer some based on research, but here are a couple outstanding ones I couldn't answer. Does anyone here know answers to some of these questions? 1.) We'd like to keep users who create tickets from being able to assign those tickets an owner. (The owner would be assigned either automatically via Scrips or manually via a separate queue manager.) I understand that the Modify Ticket priv keeps users from changing an existing ticket's owner, but it still seems to allow a user to create a ticket and immediately assign that new ticket an owner on the same screen. Is there a way we can remove that capability, or maybe even remove that owner drop-down from the new ticket display altogether? 2.) Is there any way to include screenshots (or other images) in the ticket body? I see there is a multitude of options for rich text display, including a paste from Word but I don't see anything about images. When pasting an image from Word, it just shows up blank, although the blank image is the correct size. It looks like it's trying real hard to make it work. Is this something that is being worked on, or is it technically not feasible? 3.) I see the group priv Create Group Dashboard but I don't see how one actually does create a Group Dashboard (as opposed to a personal or System dashboard). I can't find anything in the interface. Googling this feature yields nothing. Dashboads aren't in the RT Essentials book at all. Is there any reference out there for configuring Group Dashboards specifically? Thanks in advance, AJ 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] Some Implementation Questions
2.) Is there any way to include screenshots (or other images) in the ticket body? I see there is a multitude of options for rich text display, including a paste from Word but I don't see anything about Just upload the image as an attachment. I know we can upload attachments, this would be fine for me personally, but the bigwigs just want to copy and paste directly into the body like they can with e-mail. Pasting into a file (which, If they want like email, then why don't they just send an email? If the bigwigs are not so technically adept, why expose them to the intricacies of the web interface? Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Some Implementation Questions
AJ, It works just like saved searches. You have to be a member of a specific group in order to save a dashboard for the group. Just like you have to be a member of a group to save a search for that group. When you create a new dashboard, there is a drop-down selection for where you want to save it (ie. My Dashboards, Group-name Dashboards, etc.). If you don't see anything except My Dashboards, then you aren't a member of a group, which is odd by itself. I truly hope you are not granting rights to individuals. I hope you are only granting rights to groups and adding members to those groups. Unless you only have a few users, the rights maintenance for every individual user will be horrendous. Just a thought. Kenn LBNL On Thu, Jun 17, 2010 at 8:46 AM, AJ Ferrigno aj.ferri...@gmail.com wrote: Kenneth, thanks for your help. I know there are the Group Rights for the Group Dashboard. I am logging in as root, which has access to everything in the Global - Group Rights section (which looks to be the same as the Groups- Group Rights section). I still don't see where to go to create that Group Dashboard once I have those rights. I can create a personal or System dashboard, but not a Group one. Where is the option for this? Jarrad, 2.) Is there any way to include screenshots (or other images) in the ticket body? I see there is a multitude of options for rich text display, including a paste from Word but I don't see anything about Just upload the image as an attachment. I know we can upload attachments, this would be fine for me personally, but the bigwigs just want to copy and paste directly into the body like they can with e-mail. Pasting into a file (which, knowing them, would be Word), saving it, then attaching it to the ticket is too much work and honestly I wouldn't want them to do it that way anyway. Technically speaking, maybe it would be a nice enhancement to automatically convert rich text images into attachments, the same way RT handles img/ tags in HTML e-mail. Is this possible? Thanks again, AJ On Thu, Jun 17, 2010 at 10:56 AM, Kenneth Crocker kfcroc...@lbl.gov wrote: AJ, Yes, yes, and yes. !) there are a number of ways to do this. You can modify the tickete create html file to drop owners from the display OR simply write a global scrip to force Nobody into the Owner field (a more simple answer). 2) Not much experience with it, but I believe so. I think I have a few users thathave done that. I'll check it out. 3) You can set rights for Group Dashboards by goin to Configuration-Group-=FroupRights, There you will see all the rights associated with Group Dashboards. If you have anymore questions, I'd be happy to help you out. Hope this helps. Kenn LBNL On Thu, Jun 17, 2010 at 6:14 AM, AJ Ferrigno aj.ferri...@gmail.com wrote: Hello, We have just installed RT and are trying to roll it out to our internal folks. At a demo yesterday, some of our senior members had a number of questions about RT's capabilities. I was able to answer some based on research, but here are a couple outstanding ones I couldn't answer. Does anyone here know answers to some of these questions? 1.) We'd like to keep users who create tickets from being able to assign those tickets an owner. (The owner would be assigned either automatically via Scrips or manually via a separate queue manager.) I understand that the Modify Ticket priv keeps users from changing an existing ticket's owner, but it still seems to allow a user to create a ticket and immediately assign that new ticket an owner on the same screen. Is there a way we can remove that capability, or maybe even remove that owner drop-down from the new ticket display altogether? 2.) Is there any way to include screenshots (or other images) in the ticket body? I see there is a multitude of options for rich text display, including a paste from Word but I don't see anything about images. When pasting an image from Word, it just shows up blank, although the blank image is the correct size. It looks like it's trying real hard to make it work. Is this something that is being worked on, or is it technically not feasible? 3.) I see the group priv Create Group Dashboard but I don't see how one actually does create a Group Dashboard (as opposed to a personal or System dashboard). I can't find anything in the interface. Googling this feature yields nothing. Dashboads aren't in the RT Essentials book at all. Is there any reference out there for configuring Group Dashboards specifically? Thanks in advance, AJ 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
[rt-users] Read User Custom Field of Ticket Originator
I was curious if anyone could point me to sample code snippet that would allow me to retrieve the value of a user custom field associated with the original requestor/originator of a ticket generated from an incoming email, from within a Scrip. The ultimate goal is, on create of a new ticket in the queue associated with email generated tickets, inspect a custom field for the requestor of that ticket, and move the ticket to another queue based on the value of the requestor's custom field. I have found lots of examples to read values of custom fields associated directly with the ticket, but not user custom fields associated with the original requestor. Thanks, Peter Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Some Implementation Questions
Hi Kenn, Ah, that's what I was missing. You can create a Group Dashboard for only those groups you are a member of. I was playing around with Root, having every priv granted to it EXCEPT for groups, thinking it could do anything. Of course, regular users are granted to groups. I should probably also grant Root to an admin group and grant that group a member to every other group as well so root user(s) can truly do everything. Again, thanks for your help, didn't see this tidbit anywhere else. On Thu, Jun 17, 2010 at 1:01 PM, Kenneth Crocker kfcroc...@lbl.gov wrote: AJ, It works just like saved searches. You have to be a member of a specific group in order to save a dashboard for the group. Just like you have to be a member of a group to save a search for that group. When you create a new dashboard, there is a drop-down selection for where you want to save it (ie. My Dashboards, Group-name Dashboards, etc.). If you don't see anything except My Dashboards, then you aren't a member of a group, which is odd by itself. I truly hope you are not granting rights to individuals. I hope you are only granting rights to groups and adding members to those groups. Unless you only have a few users, the rights maintenance for every individual user will be horrendous. Just a thought. Kenn LBNL On Thu, Jun 17, 2010 at 8:46 AM, AJ Ferrigno aj.ferri...@gmail.com wrote: Kenneth, thanks for your help. I know there are the Group Rights for the Group Dashboard. I am logging in as root, which has access to everything in the Global - Group Rights section (which looks to be the same as the Groups- Group Rights section). I still don't see where to go to create that Group Dashboard once I have those rights. I can create a personal or System dashboard, but not a Group one. Where is the option for this? Jarrad, 2.) Is there any way to include screenshots (or other images) in the ticket body? I see there is a multitude of options for rich text display, including a paste from Word but I don't see anything about Just upload the image as an attachment. I know we can upload attachments, this would be fine for me personally, but the bigwigs just want to copy and paste directly into the body like they can with e-mail. Pasting into a file (which, knowing them, would be Word), saving it, then attaching it to the ticket is too much work and honestly I wouldn't want them to do it that way anyway. Technically speaking, maybe it would be a nice enhancement to automatically convert rich text images into attachments, the same way RT handles img/ tags in HTML e-mail. Is this possible? Thanks again, AJ On Thu, Jun 17, 2010 at 10:56 AM, Kenneth Crocker kfcroc...@lbl.gov wrote: AJ, Yes, yes, and yes. !) there are a number of ways to do this. You can modify the tickete create html file to drop owners from the display OR simply write a global scrip to force Nobody into the Owner field (a more simple answer). 2) Not much experience with it, but I believe so. I think I have a few users thathave done that. I'll check it out. 3) You can set rights for Group Dashboards by goin to Configuration-Group-=FroupRights, There you will see all the rights associated with Group Dashboards. If you have anymore questions, I'd be happy to help you out. Hope this helps. Kenn LBNL On Thu, Jun 17, 2010 at 6:14 AM, AJ Ferrigno aj.ferri...@gmail.com wrote: Hello, We have just installed RT and are trying to roll it out to our internal folks. At a demo yesterday, some of our senior members had a number of questions about RT's capabilities. I was able to answer some based on research, but here are a couple outstanding ones I couldn't answer. Does anyone here know answers to some of these questions? 1.) We'd like to keep users who create tickets from being able to assign those tickets an owner. (The owner would be assigned either automatically via Scrips or manually via a separate queue manager.) I understand that the Modify Ticket priv keeps users from changing an existing ticket's owner, but it still seems to allow a user to create a ticket and immediately assign that new ticket an owner on the same screen. Is there a way we can remove that capability, or maybe even remove that owner drop-down from the new ticket display altogether? 2.) Is there any way to include screenshots (or other images) in the ticket body? I see there is a multitude of options for rich text display, including a paste from Word but I don't see anything about images. When pasting an image from Word, it just shows up blank, although the blank image is the correct size. It looks like it's trying real hard to make it work. Is this something that is being worked on, or is it technically not feasible? 3.) I see the group priv Create Group Dashboard but I don't see how one actually does create a Group Dashboard (as opposed to a personal or System
Re: [rt-users] Some Implementation Questions
Jerrad, I suppose I could advocate sending an e-mail in to create a ticket with screenshots, but then we'd have to set up a mail address for each queue (as I understand how it works) when currently we would only have a mailbox for a certain limited number of queues. Not a big deal I guess. Also, we are trying to capture some custom fields upon ticket creation, a couple of which should be required, and I'm not sure it's possible to do that via e-mail? (or if it were via some structured text, I'm not sure it's possible to expect those same users to adhere to those rules every time). Although I guess I could make it the queue manager's (or eventual owner's) job to fill in those custom fields based on the e-mail's text. Thanks for the help. On Thu, Jun 17, 2010 at 11:59 AM, Jerrad Pierce jpie...@cambridgeenergyalliance.org wrote: 2.) Is there any way to include screenshots (or other images) in the ticket body? I see there is a multitude of options for rich text display, including a paste from Word but I don't see anything about Just upload the image as an attachment. I know we can upload attachments, this would be fine for me personally, but the bigwigs just want to copy and paste directly into the body like they can with e-mail. Pasting into a file (which, If they want like email, then why don't they just send an email? If the bigwigs are not so technically adept, why expose them to the intricacies of the web interface? Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Some Implementation Questions
On Thu, Jun 17, 2010 at 14:51, AJ Ferrigno aj.ferri...@gmail.com wrote: Jerrad, I suppose I could advocate sending an e-mail in to create a ticket with screenshots, but then we'd have to set up a mail address for each queue (as I understand how it works) when currently we would only have a mailbox for a certain limited number of queues. Not a big deal I guess. Also, we are trying to capture some custom fields upon ticket Not at all, you can have rtmailgate use the address extension to specify the queue. Network problem? email rt+netw...@example.com Suggestion? talk to rt+suggest...@example.com Leaky faucet? gripe at rt+jani...@example.com creation, a couple of which should be required, and I'm not sure it's possible to do that via e-mail? (or if it were via some structured text, I'm not sure it's possible to expect those same users to adhere to those rules every time). Although I guess I could make it the queue There is an extension for manipulating custom fields via email. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Some Implementation Questions
AJ, Why not just give yout UserId the SuperUSer privilege so you can sign on as yourself and see everything as though you are root. You can also add yourself to groups, etc. as well. Less hassle. For me, once we have done an install, I sign on as root, grant myself the SuperUser privilege then never bother with root again. Hope this helps. Kenn LBNL On Thu, Jun 17, 2010 at 11:36 AM, AJ Ferrigno aj.ferri...@gmail.com wrote: Hi Kenn, Ah, that's what I was missing. You can create a Group Dashboard for only those groups you are a member of. I was playing around with Root, having every priv granted to it EXCEPT for groups, thinking it could do anything. Of course, regular users are granted to groups. I should probably also grant Root to an admin group and grant that group a member to every other group as well so root user(s) can truly do everything. Again, thanks for your help, didn't see this tidbit anywhere else. On Thu, Jun 17, 2010 at 1:01 PM, Kenneth Crocker kfcroc...@lbl.gov wrote: AJ, It works just like saved searches. You have to be a member of a specific group in order to save a dashboard for the group. Just like you have to be a member of a group to save a search for that group. When you create a new dashboard, there is a drop-down selection for where you want to save it (ie. My Dashboards, Group-name Dashboards, etc.). If you don't see anything except My Dashboards, then you aren't a member of a group, which is odd by itself. I truly hope you are not granting rights to individuals. I hope you are only granting rights to groups and adding members to those groups. Unless you only have a few users, the rights maintenance for every individual user will be horrendous. Just a thought. Kenn LBNL On Thu, Jun 17, 2010 at 8:46 AM, AJ Ferrigno aj.ferri...@gmail.com wrote: Kenneth, thanks for your help. I know there are the Group Rights for the Group Dashboard. I am logging in as root, which has access to everything in the Global - Group Rights section (which looks to be the same as the Groups- Group Rights section). I still don't see where to go to create that Group Dashboard once I have those rights. I can create a personal or System dashboard, but not a Group one. Where is the option for this? Jarrad, 2.) Is there any way to include screenshots (or other images) in the ticket body? I see there is a multitude of options for rich text display, including a paste from Word but I don't see anything about Just upload the image as an attachment. I know we can upload attachments, this would be fine for me personally, but the bigwigs just want to copy and paste directly into the body like they can with e-mail. Pasting into a file (which, knowing them, would be Word), saving it, then attaching it to the ticket is too much work and honestly I wouldn't want them to do it that way anyway. Technically speaking, maybe it would be a nice enhancement to automatically convert rich text images into attachments, the same way RT handles img/ tags in HTML e-mail. Is this possible? Thanks again, AJ On Thu, Jun 17, 2010 at 10:56 AM, Kenneth Crocker kfcroc...@lbl.gov wrote: AJ, Yes, yes, and yes. !) there are a number of ways to do this. You can modify the tickete create html file to drop owners from the display OR simply write a global scrip to force Nobody into the Owner field (a more simple answer). 2) Not much experience with it, but I believe so. I think I have a few users thathave done that. I'll check it out. 3) You can set rights for Group Dashboards by goin to Configuration-Group-=FroupRights, There you will see all the rights associated with Group Dashboards. If you have anymore questions, I'd be happy to help you out. Hope this helps. Kenn LBNL On Thu, Jun 17, 2010 at 6:14 AM, AJ Ferrigno aj.ferri...@gmail.com wrote: Hello, We have just installed RT and are trying to roll it out to our internal folks. At a demo yesterday, some of our senior members had a number of questions about RT's capabilities. I was able to answer some based on research, but here are a couple outstanding ones I couldn't answer. Does anyone here know answers to some of these questions? 1.) We'd like to keep users who create tickets from being able to assign those tickets an owner. (The owner would be assigned either automatically via Scrips or manually via a separate queue manager.) I understand that the Modify Ticket priv keeps users from changing an existing ticket's owner, but it still seems to allow a user to create a ticket and immediately assign that new ticket an owner on the same screen. Is there a way we can remove that capability, or maybe even remove that owner drop-down from the new ticket display altogether? 2.) Is there any way to include screenshots (or other images) in the
[rt-users] canned searches by CustomField
Hi, I have a CustomField containing a list of all of our customers. When a ticket is opened, the customer service rep selects the customer from this field. Management wants a way to easily view all open tickets by customer. Rather than creating a query, they want to just select the customer name from a drop-down and see all of the customers' open tickets. I could do a separate dashboard for each customer, but that seems cumbersome. I'm sure there's a straightforward way to do this, but the archives seem to be full of discussions on searching custom fields and not how to get a drop-down based search. Any suggestions? Thanks, ==ml -- Michael W. Lucasmwlu...@blackhelicopters.org http://www.MichaelWLucas.com/, http://blather.MichaelWLucas.com/ New book: Network Flow Analysis pre-order now! http://www.networkflowanalysis.com/ Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] canned searches by CustomField
Must it really be a drop-down? With RTx::Tags you can do a simple search: .customer:DairyQueen It doesn't currently support searching for values with embedded spaces, but there's no reason you couldn't customize it. You could even tweak the cloud from operating on the tags Custom Field to the Customer CF, thereby solving your point and click interface problem as well. -- 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] Trying to get AssetTracker1.2.4b1 to work with RT3.8.7
Hi,
I am a newbie to RT, so any help is appreciated.
I installed RT the lazy way, running Fedora 13, I just yum install RT, RT
is up and working in no time.
Then I did svn checkout
http://ass-tracker-4rt.googlecode.com/svn/at/tags/1.2.4b1;, got the beta
source to AT, followed all the steps in README.
Everything seems to be ok, rebooted Fedora 13, however I don't see anything
change in RT (ie didn't add Asset under Tools). Am I missing something?
Here is what happened in make install:
[r...@localhost 1.2.4b1]# make install
mkdir -p //opt/rt3/etc/AssetTracker/
cp etc/AssetTracker/AT_Config.pm //opt/rt3/etc/AssetTracker/AT_Config.pm
[ -f //opt/rt3/etc/AssetTracker/AT_SiteConfig.pm ] || cp
etc/AssetTracker/AT_SiteConfig.pm
//opt/rt3/etc/AssetTracker/AT_SiteConfig.pm
chgrp rt //opt/rt3/etc/AssetTracker/AT_Config.pm
chown root //opt/rt3/etc/AssetTracker/AT_Config.pm
chgrp rt //opt/rt3/etc/AssetTracker/AT_SiteConfig.pm
chown root //opt/rt3/etc/AssetTracker/AT_SiteConfig.pm
Installed configuration. about to install at in
for dir in `cd ./lib/ find . -type d -print`; do \
/bin/sh ./install-sh -c -d -m 0755 /opt/rt3/lib/$dir ; \
done
for f in `cd ./lib/ find . -type f -name \*.pm -print`; do \
/bin/sh ./install-sh -c -m 0644 lib/$f /opt/rt3/lib/$f ; \
done
for dir in `cd ./html/ find . -type d -print`; do \
/bin/sh ./install-sh -c -d -m 0755 /opt/rt3/share/html/$dir ; \
done
for f in `cd ./html/ find . -type f -print`; do \
/bin/sh ./install-sh -c -m 0644 html/$f
/opt/rt3/share/html/$f ; \
done
for dir in `cd ./po/ find . -type d -print`; do \
/bin/sh ./install-sh -c -d -m 0755 /opt/rt3/po/$dir ; \
done
for f in `cd ./po/ find . -type f -print`; do \
/bin/sh ./install-sh -c -m 0644 po/$f /opt/rt3/po/$f ; \
done
mkdir -p -m 0755 /opt/rt3/sbin/;
for dir in `cd ./sbin/ find . -type d -print`; do \
/bin/sh ./install-sh -c -d -m 0755 /opt/rt3/sbin//$dir ; \
done
for f in `cd ./sbin/ find . -type f -print`; do \
/bin/sh ./install-sh -c -m 0644 sbin/$f /opt/rt3/sbin//$f ; \
done
mkdir -p //opt/rt3/etc/AssetTracker/
cp -rp \
etc/AssetTracker/acl.* \
etc/AssetTracker/initialdata \
etc/AssetTracker/schema.* \
etc/AssetTracker/drop_* \
etc/AssetTracker/upgrade \
//opt/rt3/etc/AssetTracker/
# Make the libraries readable
#chmod 0755 /
chown -R root //opt/rt3/lib
chgrp -R bin //opt/rt3/lib
chmod -R u+rwX,go-w,go+rX //opt/rt3/lib
chmod 0755 //opt/rt3/etc/AssetTracker/
chmod 0500 //opt/rt3/etc/AssetTracker//*
#TODO: the config file should probably be able to have its
# owner set separately from the binaries.
chown -R root //opt/rt3/etc/AssetTracker/
chgrp -R rt //opt/rt3/etc/AssetTracker/
chmod 0554 //opt/rt3/etc/AssetTracker/AT_Config.pm
chmod 0554 //opt/rt3/etc/AssetTracker/AT_SiteConfig.pm
# Make the web ui readable by all.
chmod -R u+rwX,go-w,go+rX //opt/rt3/share/html
chown -R root //opt/rt3/share/html
chgrp -R bin //opt/rt3/share/html
make dropdb.`/usr/bin/perl -I/opt/rt3/lib -I/opt/rt3/lib -e'use RT;
RT::LoadConfig(); print ${$RT::{$ARGV[0]}};' DatabaseType`
make[1]: Entering directory `/root/1.2.4b1'
mysql `/usr/bin/perl -I/opt/rt3/lib -I/opt/rt3/lib -e'use RT;
RT::LoadConfig(); print ${$RT::{$ARGV[0]}};' DatabaseName` -u root -p
etc/AssetTracker/drop_schema.mysql
Enter password:
make[1]: Leaving directory `/root/1.2.4b1'
/usr/bin/perl /opt/rt3/sbin//at-setup-database --action init --datadir
./etc/AssetTracker/ --dba root --prompt-for-dba-password
Name RT::DatabaseHost used only once: possible typo at
/opt/rt3/sbin//at-setup-database line 221.
In order to create or update your RT database,this script needs to connect
to your mysql instance on localhost as root.
Please specify that user's database password below. If the user has no
database
password, just press return.
Password:
Now populating AssetTracker database schema.
Creating database schema.
Done setting up database schema.
Now inserting AssetTracker database ACLs
Done setting up database ACLs.
Now inserting AssetTracker data
Creating Superuser ACL...done.
Creating groups...141.142.done.
Creating types...1.done.
Creating ACL...That principal already has that right.done.
Done setting up database content.
[r...@localhost 1.2.4b1]#
Thanks.
Rgds,
Alan
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
