[rt-users] Linked fields
Is there a way to " link"custom fields? So, I trying to link custom field data, so that custom fields like Account #, Customer Equip, Phone #, that exist in a service ticket and in the user information, will populate each other, ie in creating a service ticket for a /new custome/r, the linked custom field data input in the ticket will populate the user information custom field data. And vice-versa if the customer already exists, then the ticket, would pull data from the user information data. David System Admin RNS RT Training in Washington DC, USA on Oct 25 & 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] [Rt-announce] RT for Mobile Devices 0.9
Works like a champ for our blackberries. Thanks for this. -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Jesse Vincent Sent: Thursday, August 05, 2010 5:09 PM To: rt-annou...@lists.bestpractical.com Subject: [rt-users] [Rt-announce] RT for Mobile Devices 0.9 Over the past few weeks, I've been spending my time putting together an initial implementation of a modern phone-friendly interface for RT. We've just published the source code to http://github.com/bestpractical/rt-extension-mobileui and it will show up at http://search.cpan.org/dist/RT-Extension-MobileUI in the very near future. This is very much an initial release and I know there are things that need improvement, though I'd greatly appreciate feedback to help figure out what those improvements should be. We've tested this new UI on the iPhone, Android 2.x, BlackberryOS 4.5 and 5.0, Kindle 2.5 and in a number of desktop browsers. We've only tested this on a recent RT 3.8, but it _should_ work on older versions of RT. Reports of failures on 3.6.x or 3.8.x would be much appreciated. Once you install the extension, you can have a look around from your desktop browser by visiting /m on your RT server. The Mobile UI tries pretty hard to detect mobile browsers and push them to the mobile login page, though there's a link to get back to the full UI if it gets your browser wrong. Right now, the mobile interface supports: External Authentication Regular RT Login Creating Tickets Search (using the same "Simple Search" as the main UI) Display of saved searches Ticket display Ticket comment/reply Ticket history Attachment download You can see some screenshots at http://blog.bestpractical.com/ -Jesse -- ___ RT-Announce mailing list rt-annou...@lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com RT Training in Washington DC, USA on Oct 25 & 26 2010 Last one this year -- Learn how to get the most out of RT!
[rt-users] HTML Cut/Paste Comments within RT
I emailed th elist a few weeks ago about this from an email issue and we made the suggested adjustments (Thank You!!) We still have an issue when customers cut and paste from a web page into the comment area of RT. It goes in fine but when you go to review it later it is too large to display and when you open it via the link it show globs of HTML code Any ideas on how this can be avoided. We are thinking of adjusting the interface to say NOT to do this but would rather have a solution if possible Thanks in advance Joe RT Training in Washington DC, USA on Oct 25 & 26 2010 Last one this year -- Learn how to get the most out of RT!
[rt-users] Custom Field Privileges question
To list, Is there a way to add "Roles" to the list of groups that can have privileges to see/modify a Custom Field? I have a Custom Field I want to be seen and modified ONLY by the ticket Owner. Any ideas? Is that a possible future enhancement? Kenn LBNL RT Training in Washington DC, USA on Oct 25 & 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] Where is HTML code for Create.html?
Hi Max
you'll have to bear with me, as Im not familiar with the ARS program so Im
trying to visualize what you're trying to do in my head :-[
I assume you just want the textarea to appear on the Create.html page below
the message box. Two ways spring to ming from the code snippet you sent
1) use the callback % $m->callback( %ARGS, QueueObj => $QueueObj,
CallbackName =>
'AfterMessageBox' ); stick you code in that and off you go
else
2) stick it below/above (your choice)
<& /Elements/Submit, Label => loc("Create")&>
This will position the textarea, but Im not sure if it'll populate on the
fly happily, you'll have to call the .js file somehow (via onchange as a
guess). You may need to go down the ajax route for that. Ive something
vaguely similar to this using ajax (not quite perfect as it wrecks the
ability to add more than one attachments to the initial create :-\), that
ill send if the above doesnt do what you want.
regards
Garry
RT Training in Washington DC, USA on Oct 25 & 26 2010
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[rt-users] Outbound mail striped
Hi, Suddenly in the last few days we seem to be unable to send mail out of our RT as far as we know nothing has changed. If you look within RT than it says it has sent mail and lists al the addresses correctly however, if you watch the system log it then strips all the mail addresses and instead send all mail to -...@ourmaildomain.com and hence bounces back to me as the admin. Normal mail and mail to RT is working fine through the server. The mail server is sendmail. We did upgrade to the latest RT At the start of the week from 3.8.2 if that makes any difference. Mark RT Training in Washington DC, USA on Oct 25 & 26 2010 Last one this year -- Learn how to get the most out of RT!
[rt-users] Public and Private fields on a ticket
Hello, I have a question, it's possible to hidde a part of a ticket, and anoter part stay public. Example: have this tikets on myQueue, and have 2 groups, the Public and the Admin, this Queue allow public to give a feed-back, or submit an ideea. All members in Public and Admin can make a ticket, but when is donne, only the Requestor and Admin can see privat infos, like the name, e-mail, logg etc.. ticket 1 ticket 2 __ | a | |b | public infos - all members from group Public and Admin can read this | c | |d | private infos - only group Admin and the Requestor can read this --- Public group can read part a and b Requestor of ticket 1 can read part a, c and b, but not d Requestor of ticket 2 can read part a, b,d but not c Admin group can read a,b,c,d Of course, a user (Public group) send a idea on a ticket on the Queue, but he stays anonym for Public, they can read the idea, but they don't know who write this. The Requestor can follow his ticket, and Admins can read, and reply, etc... It is possible to hidde fields like: Requestor, Owner, etc.. to Public, but not the History field ? Tanks, best regards. (sorry English isn't my fluent language) RT Training in Washington DC, USA on Oct 25 & 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] Where is HTML code for Create.html?
Something like this would be great for V4. Search RTFM and send
responses.
Or at least a plugin?
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Max
McGrath
Sent: Friday, August 13, 2010 8:40 AM
To: G.Booth
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Where is HTML code for Create.html?
Thanks Garry -
I was able to find everything I asked for!
New question:
How/where would I fit:
http://this.id/> );">
into the actual RT code:
<&|/l&>Describe the issue below:
% $m->callback( %ARGS, QueueObj => $QueueObj, CallbackName =>
'BeforeMessageBox' );
% if (exists $ARGS{Content}) {
<& /Elements/MessageBox, Default => $ARGS{Content}, IncludeSignature =>
0 &>
% } else {
<& /Elements/MessageBox, QuoteTransaction => $QuoteTransaction &>
%}
% $m->callback( %ARGS, QueueObj => $QueueObj, CallbackName =>
'AfterMessageBox' );
I want to keep the page exactly the same, and not mess up anything with
any database interaction -- but I'd love to have this ARS from the
knowledge base pop up!
--
Max McGrath
Asst. Network Admin/Systems Specialist
Carthage College
262-552-5512
mmcgr...@carthage.edu
On Fri, Aug 13, 2010 at 2:48 AM, G.Booth wrote:
Hi Max
The html is held in several areas
You will need to copy /opt/rt3/share/html/Elements/header to
/opt/rt3/local/html/Elements/ for the header section
and
/opt/rt3/share/html/Ticket/Create.html to
/opt/rt3/local/html/Ticket for the body.
Hi Max
Just to add, the Header file is used by more than just Create.html. If
you want your modifcations to only appear in Create.html and not in say
Modify.html, change the name of the Header file in
/opt/rt3/local/html/Elements to HeaderCreate (or whatever you fancy) and
then modify your local Create.html so the first line of code (afer the
Best Practical blurb):
<& /Elements/Header,
now reads
<& /Elements/HeaderCreate,
regards
Garry
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Re: [rt-users] [Rt-announce] RT for Mobile Devices 0.9
Hi all Does anybody know how to turn off the automatic redirection that takes you to the mobile skin? I'd rather users just bookmarked the /m directory on their phones. regards Garry RT Training in Washington DC, USA on Oct 25 & 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] Where is HTML code for Create.html?
Thanks Garry -
I was able to find everything I asked for!
New question:
How/where would I fit:
into the actual RT code:
<&|/l&>Describe the issue below:
% $m->callback( %ARGS, QueueObj => $QueueObj, CallbackName =>
'BeforeMessageBox' );
% if (exists $ARGS{Content}) {
<& /Elements/MessageBox, Default => $ARGS{Content}, IncludeSignature => 0 &>
% } else {
<& /Elements/MessageBox, QuoteTransaction => $QuoteTransaction &>
%}
% $m->callback( %ARGS, QueueObj => $QueueObj, CallbackName =>
'AfterMessageBox' );
I want to keep the page exactly the same, and not mess up anything with any
database interaction -- but I'd love to have this ARS from
the knowledge base pop up!
--
Max McGrath
Asst. Network Admin/Systems Specialist
Carthage College
262-552-5512
mmcgr...@carthage.edu
On Fri, Aug 13, 2010 at 2:48 AM, G.Booth wrote:
> Hi Max
>>
>> The html is held in several areas
>>
>> You will need to copy /opt/rt3/share/html/Elements/header to
>> /opt/rt3/local/html/Elements/ for the header section
>>
>> and
>>
>> /opt/rt3/share/html/Ticket/Create.html to /opt/rt3/local/html/Ticket for
>> the body.
>>
>
> Hi Max
>
> Just to add, the Header file is used by more than just Create.html. If you
> want your modifcations to only appear in Create.html and not in say
> Modify.html, change the name of the Header file in
> /opt/rt3/local/html/Elements to HeaderCreate (or whatever you fancy) and
> then modify your local Create.html so the first line of code (afer the Best
> Practical blurb):
>
> <& /Elements/Header,
>
> now reads
>
> <& /Elements/HeaderCreate,
>
>
> regards
> Garry
>
RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] Using the Timeline Extension to help in scheduling tickets
Because I didn't know about it :) Thanks very much for letting us know about this Torsten when I had been searching for Gantt charts and RT the only mention I had found had been to do with the timeline extension. On Fri, Aug 13, 2010 at 6:38 PM, Torsten Brumm wrote: > Looks nice, but why not using the perfect RT-Extension-JSGantt ? from > github > > 2010/8/13 john habermann > >> Hi >> >> If anyone is interested I have added a page to the RT wiki which describes >> how I to use the timeline module to display the Start and Due date of >> tickets in constructing the ticket timeline. This makes it a useful tool in >> helping to schedule your workload in rt a somewhat similar view to what a >> Gantt chart might give you. The page is at >> http://wiki.bestpractical.com/view/TimelineStartDue >> >> cheers >> >> John >> >> >> RT Training in Washington DC, USA on Oct 25 & 26 2010 >> Last one this year -- Learn how to get the most out of RT! >> > > > > -- > MFG > > Torsten Brumm > > http://www.brumm.me > http://www.elektrofeld.de > RT Training in Washington DC, USA on Oct 25 & 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] Using the Timeline Extension to help in scheduling tickets
Looks nice, but why not using the perfect RT-Extension-JSGantt ? from github 2010/8/13 john habermann > Hi > > If anyone is interested I have added a page to the RT wiki which describes > how I to use the timeline module to display the Start and Due date of > tickets in constructing the ticket timeline. This makes it a useful tool in > helping to schedule your workload in rt a somewhat similar view to what a > Gantt chart might give you. The page is at > http://wiki.bestpractical.com/view/TimelineStartDue > > cheers > > John > > > RT Training in Washington DC, USA on Oct 25 & 26 2010 > Last one this year -- Learn how to get the most out of RT! > -- MFG Torsten Brumm http://www.brumm.me http://www.elektrofeld.de RT Training in Washington DC, USA on Oct 25 & 26 2010 Last one this year -- Learn how to get the most out of RT!
[rt-users] Using the Timeline Extension to help in scheduling tickets
Hi If anyone is interested I have added a page to the RT wiki which describes how I to use the timeline module to display the Start and Due date of tickets in constructing the ticket timeline. This makes it a useful tool in helping to schedule your workload in rt a somewhat similar view to what a Gantt chart might give you. The page is at http://wiki.bestpractical.com/view/TimelineStartDue cheers John RT Training in Washington DC, USA on Oct 25 & 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] Where is HTML code for Create.html?
Hi Max The html is held in several areas You will need to copy /opt/rt3/share/html/Elements/header to /opt/rt3/local/html/Elements/ for the header section and /opt/rt3/share/html/Ticket/Create.html to /opt/rt3/local/html/Ticket for the body. Hi Max Just to add, the Header file is used by more than just Create.html. If you want your modifcations to only appear in Create.html and not in say Modify.html, change the name of the Header file in /opt/rt3/local/html/Elements to HeaderCreate (or whatever you fancy) and then modify your local Create.html so the first line of code (afer the Best Practical blurb): <& /Elements/Header, now reads <& /Elements/HeaderCreate, regards Garry RT Training in Washington DC, USA on Oct 25 & 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] Where is HTML code for Create.html?
On Thu, 12 Aug 2010 15:41:33 -0500 Max McGrath wrote: Hi all - Looking to try something on my system -- let me explain. We have a knowledge base (purchased from Interspire) that have tons and tons of articles in to help our users answer their own questions. This knowledge base has something known as Active Response System (ARS). Basically a system that actively scans a text area for keywords and will dynamically show a list of articles it thinks pertains to your typing. What it requires is the following in the section of the page: var akbPath = '[PATH_TO_KB]'; And the following for the text area: rows="8" onkeyup="ARS(this.id);"> I'm hoping I'll be able utilize this for the "Describe the issue below" text area in RT -- both for privileged and unprivileged people. I just can't seem to find where the HTML is held (or generated) for the Create.html page. Any suggestions? -- Max McGrath Asst. Network Admin/Systems Specialist Carthage College 262-552-5512 mmcgr...@carthage.edu Hi Max The html is held in several areas You will need to copy /opt/rt3/share/html/Elements/header to /opt/rt3/local/html/Elements/ for the header section and /opt/rt3/share/html/Ticket/Create.html to /opt/rt3/local/html/Ticket for the body. hope that helps regards Garry -- Dr Garry Booth IT Services Loughborough University RT Training in Washington DC, USA on Oct 25 & 26 2010 Last one this year -- Learn how to get the most out of RT!
