[rt-users] Dis-allowing ticket Comment
Hi to all; I'm trying to configure RT to avoid ticket owner to use Comment instead of Reply. I already set a policy and removed Comment on Ticket in the Group Policy but still the ticket owner can Comment on Ticket. Is there anything I need to removed other that that. Thanks, Mike
[rt-users] Setting up RT:Extension::SLA 0.03 to work with RT 3.8.7
Dear RT Community, Anyone could provide best practice on how to setup RT:Extension::SLA 0.03 with RT 3.8.7 on Ubuntu 10.10? I do appreciate your help if any. Regards,Rithy
Re: [rt-users] migrating mysql rt-3.6.3 db to new instance rt-3.8.8
Kevin, thanks very much I eventually got it to start without errors. I deleted 2 scrips that looked like the ones that we modified back in 2007. | 15 | no-autoreply | 1 | 17 | | 16 | autoreply with pw | 1 | 0 | it still failed but then I re-ran etc/upgrade/upgrade-mysql-schema.pl rt3 root 'PASSWORD' 3.8queries.sql and applied the result Then apache started fine. So progress thanks again. Olly On Sun, 31 Oct 2010, Kevin Falcone wrote: On Sun, Oct 31, 2010 at 02:08:41PM +, o.n...@cs.ucc.ie wrote: With slightly different errors: [error] Require of RT::Action:: failed.\nCan't locate RT/Action/.pm in @INC (@INC contains: /opt/rt3/bin/../local/lib /opt/rt3/bin/../lib /etc/perl /usr/local/lib/perl/5.10.1 /usr/local/share/perl/5.10.1 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.10 /usr/share/perl/5.10 /usr/local/lib/site_perl . /usr/local/apache2) at (eval 1318) line 3.\n\nCompilation failed in require at (eval 2) line 1.\n [Sun Oct 31 13:44:09 2010] [error] Can't load Perl file: /opt/rt3/bin/webmux.pl for server 192.168.0.7:80, exiting... Go back to your 3.6 instance and find the Scrip where you set an empty Action and instead either delete that Scrip or pick a proper Action. Then rerun the conversion -kevin -- Oliver Nash Computer Systems Support Group Department of Computer Science University College Cork Ireland EMAIL:o.n...@cs.ucc.ie PHONE:+35321 4205898
Re: [rt-users] migrating mysql rt-3.6.3 db to new instance rt-3.8.8
On Tue, Nov 02, 2010 at 10:27:04AM +, o.n...@cs.ucc.ie wrote: it still failed but then I re-ran etc/upgrade/upgrade-mysql-schema.pl rt3 root 'PASSWORD' 3.8queries.sql and applied the result I didn't mean to imply that you should skip this step. UPGRADING and UPGRADING.mysql should cover needing to run that step. I was merely explaining the other error you had -kevin pgpvqhs67dN3E.pgp Description: PGP signature
[rt-users] Create an attachment via template
Hi everyone, is it somehow possible to create a text attachment from inside the template? I would like to have some within the 'On Correspond Notify Requestors and Ccs'. And if it is not possible, is creating a custom action derived from the RT::Action::SendMail my only option? Thank you for your answers. Regards, Martin -- Mgr. Martin Drasar dra...@ics.muni.cz CSIRT-MU, Network Security Department http://www.muni.cz/csirt Institute of Computer Science, Masaryk University, Brno, Czech Republic PGP Key ID: 0x944BC925
Re: [rt-users] Create an attachment via template
Hi, In theory it's possible to set content type to multipart/mixed and generate text and attachment parts inside, but never tried that. Subclassing action is a proper way. Regards, Ruslan. From phone. 2010 11 2 18:09 пользователь Martin Drasar dra...@ics.muni.cz написал: Hi everyone, is it somehow possible to create a text attachment from inside the template? I would like to have some within the 'On Correspond Notify Requestors and Ccs'. And if it is not possible, is creating a custom action derived from the RT::Action::SendMail my only option? Thank you for your answers. Regards, Martin -- Mgr. Martin Drasar dra...@ics.muni.cz CSIRT-MU, Network Security Department http://www.muni.cz/csirt Institute of Computer Science, Masaryk University, Brno, Czech Republic PGP Key ID: 0x944BC925
Re: [rt-users] Couldn't create a ticket group of type 'Requestor'
An idea what is the issue? Thanks! Fadel *From:* rt-users-boun...@lists.bestpractical.com [mailto: rt-users-boun...@lists.bestpractical.com] *On Behalf Of *Kenneth Crocker *Sent:* October 27, 2010 3:50 PM *To:* rt-users@lists.bestpractical.com *Subject:* Re: [rt-users] Couldn't create a ticket group of type 'Requestor' Fadel, You say you migrated the 3.6.4 database over. Did you run the UPGRADE to the DataBase? There are instructions on this in the README for the upgrade. Kenn LBNL On Wed, Oct 27, 2010 at 11:10 AM, Fadel Kamreddine fadel.kamredd...@biond.net wrote: Hi, Current setting is RT 3.6.4 using Oracle 11gr1 and it's running fine. We are migrating to RT 3.8.7 on a new server and new oracle version 11gr2 We installed RT 3.8.7 and copied all the RT schema to the new database instance. We did a test by using new RT version on existing 11gr1 database and it worked fine - this proves that the RT installation is fine we presume. We can login fine and browse through existing tickets, update existing owned ticket but having issues when we need to create , take/assign a ticket and we cant see the contents of a ticket when it's not assigned Errors in rt log: [Wed Oct 27 15:07:05 2010] [error]: Couldn't create a ticket group of type 'Requestor' for ticket 79713: Could not create group (/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:989) [Wed Oct 27 15:07:05 2010] [crit]: Couldn't create ticket groups for ticket 79713. aborting Ticket creation. (/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:509) [Wed Oct 27 15:07:05 2010] [error]: WebRT: Ticket could not be created due to an internal error (/opt/rt3/share/html/Elements/Error:82) Any ideas? Thanks!
[rt-users] RT acts as paging agent
Hi there, It’s a long shot… but it’s worth to ask if there is a way or a plug-in that already exist that would implement a paging service, i.e. when a specific ticket is created, send a notification to a handheld and repeat/escalate in case the ticket is not taken Thanks, Fadel
Re: [rt-users] RT acts as paging agent
Hi, There is no such extension however if you have a command line tool for paging then you can run it from a scrip and I saw it successfully used by a customer. Regards, Ruslan. From phone. 2010 11 2 21:41 пользователь Fadel Kamreddine fadel.kamredd...@biond.net написал: Hi there, It’s a long shot… but it’s worth to ask if there is a way or a plug-in that already exist that would implement a paging service, i.e. when a specific ticket is created, send a notification to a handheld and repeat/escalate in case the ticket is not taken Thanks, Fadel
Re: [rt-users] Couldn't create a ticket group of type 'Requestor'
Raise log level to debug and try again after server restart. But most probably you failed to upgrade properly. Regards, Ruslan. From phone. 2010 11 2 21:35 пользователь Fadel Kamreddine fadel.kamredd...@biond.net написал: An idea what is the issue? Thanks! Fadel *From:* rt-users-boun...@lists.bestpractical.com [mailto: rt-users-boun...@lists.bestpractical.com] *On Behalf Of *Kenneth Crocker *Sent:* October 27, 2010 3:50 PM *To:* rt-users@lists.bestpractical.com *Subject:* Re: [rt-users] Couldn't create a ticket group of type 'Requestor' Fadel, You say you migrated the 3.6.4 database over. Did you run the UPGRADE to the DataBase? There are instructions on this in the README for the upgrade. Kenn LBNL On Wed, Oct 27, 2010 at 11:10 AM, Fadel Kamreddine fadel.kamredd...@biond.net wrote: Hi, Current setting is RT 3.6.4 using Oracle 11gr1 and it's running fine. We are migrating to RT 3.8.7 on a new server and new oracle version 11gr2 We installed RT 3.8.7 and copied all the RT schema to the new database instance. We did a test by using new RT version on existing 11gr1 database and it worked fine - this proves that the RT installation is fine we presume. We can login fine and browse through existing tickets, update existing owned ticket but having issues when we need to create , take/assign a ticket and we cant see the contents of a ticket when it's not assigned Errors in rt log: [Wed Oct 27 15:07:05 2010] [error]: Couldn't create a ticket group of type 'Requestor' for ticket 79713: Could not create group (/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:989) [Wed Oct 27 15:07:05 2010] [crit]: Couldn't create ticket groups for ticket 79713. aborting Ticket creation. (/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:509) [Wed Oct 27 15:07:05 2010] [error]: WebRT: Ticket could not be created due to an internal error (/opt/rt3/share/html/Elements/Error:82) Any ideas? Thanks!
Re: [rt-users] rt_logins_email2ldap -h
Use lib should include local lib path as well. Regards, Ruslan. From phone. 2010 11 2 21:32 пользователь testwreq wreq testw...@gmail.com написал: I have RT 3.8.2; I have followed the wiki for external authentication. Now, I am at the step where I have to clean the emal addresses for ldap usernames. the wiki for this is http://wiki.bestpractical.com/view/rt_logins_email2ldap I changed use lib in the code to use lib qw(/data/rt3/lib); All the external authentication modules are located in /data/rt3/local/plugins/RT-Authen-ExternalAuth folder. When I run ./rt_logins_email2ldap -h, I get errors as follows: Can't locate RT/Authen/ExternalAuth.pm in @INC (@INC contains: /data/rt3/lib /usr/lib64/perl5/site_perl/5.8.8/x86_64-linux-thread-multi /usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl /usr/lib64/perl5/vendor_perl/5.8.8/x86_64-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/perl5/vendor_perl /usr/lib64/perl5/5.8.8/x86_64-linux-thread-multi /usr/lib/perl5/5.8.8 .) at /data/rt3/lib/RT.pm line 625. Can anyone assist on this issue? Thank you in advance .. sbu
[rt-users] Using 'local' - failing
If I want to change the code in share/html/Ticket/Elements/EditCustomFields by copying it to a 'local' area, where would that be? I have tried local/html/Ticket/Elements/EditCustomFields (with Mason cache clear + restart) and the master copy still seems to be chosen.
[rt-users] Create ticket via email fwd
Is it possible to have a ticket created when I forward a personal email in to RT, but have it search for the From: Joe Schmoe j...@schmoe.com Set j...@schmoe.com as the requester, set the subject of the ticket to the original subject w/o the fwd? Also possibly email the requester letting them know they should email into a certain email to request work be done.Not sure if this is a feature that is already implemented some where but I can't seem to find any information on it. -- Scott
[rt-users] Frustrating attempts to install RT3.8 from RPM
Hello, I have been struggling with attempts to install RT3.8 via RPMs. I know it is perfectly possible to install RT3.8 using the BP install scripts and docs, but I'd prefer to do it through yum for system sustainability, ease of updates and upgrades, etc. These instructions show how to set up a local repo and install RT from a bundle, but for version 3.6. *Installing RT 3.6.6 on Redhat Enterprise 5.x (using yum to install from a bundle)* http://wiki.bestpractical.com/view/Rhel5InstallGuide (keep this link, because it is hard to find and all of the sometimes contradictory RT docs look the same) However there is a similar bundle for 3.8.7, so maybe that would work. According to the install doc, we install a host of services first: [r...@testbench1]# yum -y update [r...@testbench1]# yum -y install httpd [r...@testbench1]# yum -y install mysql mysql-server sendmail-cf Start these services: [r...@testbench1]# service mysqld start Starting MySQL:[ OK ] [r...@testbench1]# service httpd start Starting httpd:[ OK ] [r...@testbench1]# chkconfig httpd on [r...@testbench1]# chkconfig mysqld on The docs call for downloading this bundle: http://www.jwhite3.com/files/rt/rt-3.6.6-bundle.tar.gz but we are going to be downloading the 3.8.7 bundle [r...@testbench1]# cd [r...@testbench1]# pwd /root [r...@testbench1]# mkdir rt3 [r...@testbench1]# cd rt3 [r...@testbench1]# wget http://www.jwhite3.com/files/rt/rt_3.8.7_bundle.zip --2010-10-29 16:18:39-- http://www.jwhite3.com/files/rt/rt_3.8.7_bundle.zip Resolving www.jwhite3.com http://www.jwhite3.com... 97.74.144.177 Connecting to www.jwhite3.com|97.74.144.177|:80... connected. HTTP request sent, awaiting response... 200 OK Length: 38577186 (37M) [application/zip] Saving to: `rt_3.8.7_bundle.zip' 100%[] 38,577,186 4.87M/s in 7.8s 2010-10-29 16:18:47 (4.72 MB/s) - `rt_3.8.7_bundle.zip' saved [38577186/38577186] Unpack: [r...@testbench1]# unzip rt_3.8.7_bundle.zip Archive: rt_3.8.7_bundle.zip inflating: install.sh inflating: Modules.tar.gz inflating: rt-3.8.7.tar.gz inflating: rt.repo inflating: rt_repo.tar.gz set up yum repo file: [r...@testbench1]# ls install.sh rt_3.8.7_bundle.zip rt.repo Modules.tar.gz rt-3.8.7.tar.gz rt_repo.tar.gz [r...@testbench1]# cp rt.repo /etc/yum.repos.d/ [r...@testbench1]# vi /etc/yum.repos.d/rt.repo [rt-387-local] name=Request Tracker - $basearch baseurl=file://opt/rt_repo/$basearch/ enabled=1 gpgcheck=0 [rt-387-noarch-local] name=Request Tracker - noarch baseurl=file://opt/rt_repo/noarch/ enabled=1 gpgcheck=0 Unpack the distro part and move it over to /opt where the yum file expected it: [r...@testbench1]# tar xfz rt_repo.tar.gz [r...@testbench1]# mv rt_repo /opt [r...@testbench1]# ls /opt/rt_repo/ i386 noarch x86_64 Okay, let's see if that works: [r...@testbench1]# yum clean all Loaded plugins: rhnplugin, security Cleaning up Everything [r...@testbench1]# yum list rt3 Loaded plugins: rhnplugin, security adobe-linux-i386 | 951 B 00:00 adobe-linux-i386/primary | 12 kB 00:00 adobe-linux-i386 18/18 rhel-i386-server-5 | 1.4 kB 00:00 rhel-i386-server-5/primary | 3.0 MB 00:00 rhel-i386-server-5 7696/7696 rhel-i386-server-vt-5 | 1.4 kB 00:00 rhel-i386-server-vt-5/primary | 41 kB 00:00 rhel-i386-server-vt-5 198/198 rhn-tools-rhel-i386-server-5 | 1.3 kB 00:00 rhn-tools-rhel-i386-server-5/primary | 38 kB 00:00 rhn-tools-rhel-i386-server-5 457/457 file://opt/rt_repo/i386/repodata/repomd.xml: http://opt/rt_repo/i386/repodata/repomd.xml: [Errno 5] OSError: [Errno 2] No such file or directory: '/rt_repo/i386/repodata/repomd.xml' Trying other mirror. Error: Cannot retrieve repository metadata (repomd.xml) for repository: rt-387-local. Please verify its path and try again No clue what this means. I checked the yum locations. I checked the xml metadata. Couldn't see where this bad path was coming from. Any suggestions for resolving this? If I can't resolve this, I will just forget about RT3.8 and stick with RT3.6 of which there is a well-behaved RPM already in the EPEL repo. Wes
[rt-users] A Couple of Questions..
My first question is on rt-mailgate --action and the different actions available. I am just looking for further explanation of what these actions do. Second, when I first setup request tracker I failed to change rt.support to something custom and now I'm having a hard time finding where I can change that. Any help? This is from the rt-mailgate manual page: --action Specifies what happens to email sent to this alias. The avaliable basic actions are: correspond, comment. If you've set the RT configuration variable UnsafeEmailCommands, take and resolve are also available. You can execute two or more actions on a single message using a - separated list. RT will execute the actions in the listed order. For example you can use take-comment, correspond-resolve or take-comment-resolve as actions. Note that take and resolve actions ignore message text if used alone. Include a comment or correspond action if you want RT to record the incoming message. The default action is correspond. Does anyone have any documentation off hand that explains in further detail the differences between these actions? I have the RT Essentials book but it doesn't say a lot about the different actions.
Re: [rt-users] Frustrating attempts to install RT3.8 from RPM
On 11/02/2010 02:19 PM, Wes Modes wrote: Hello, I have been struggling with attempts to install RT3.8 via RPMs. I know it is perfectly possible to install RT3.8 using the BP install scripts and docs, but I'd prefer to do it through yum for system sustainability, ease of updates and upgrades, etc. ... If I can't resolve this, I will just forget about RT3.8 and stick with RT3.6 of which there is a well-behaved RPM already in the EPEL repo. Wes I'm currently going through a RT move from freebsd to rhel5 (long story, would rather stay with freebsd but don't have a choice here) and have found all kinds of annoying difficulties with yum (or, rather, the packages available.) When I realized that I was trying to stick with yum for ease of upgrades when yum was preventing me from easily keeping up to date, life got a lot easier. In the end I just let cpan install what it could and used yum for the things that gave me trouble in cpan. Using RT's configure and make targets is a lot easier and much more maintainable than having to roll my own rpm just to do it the yum way. Being stuck with an old version of the software in the name of easy upgrades didn't make sense to me. Cheers, Paul
[rt-users] RT::Authen::ExternalAuth and multiple LDAP servers
We have RT set up to check 3 AD servers...the theory is that if one is
down, it will try the next one. Unfortunately this does not seem to be
the case...if the first AD server isn't responding to LDAP queries, the
login just fails. Attached is the section of our config file relating
to ExternalAuth. Any ideas why it's failing after just one attempt, or
is that how the ExternalAuth extension is supposed to work?
Set($ExternalAuthPriority, [ 'LDAP1', 'LDAP2', 'LDAP3' ] );
Set($ExternalInfoPriority, [ 'LDAP1', 'LDAP2', 'LDAP3' ] );
Set($ExternalSettings,
{'LDAP1' =
{
'type' = 'ldap',
'auth' = 1,
'info' = 1,
'server' = 'server1',
'user' = 'user',
'pass' = 'password',
'base' = 'ou=base',
'filter' = '(objectClass=*)',
'd_filter' = '(objectClass=ThisWillNeverMatch)',
'tls' = 1,
'group' = '',
'group_attr' = '',
'attr_match_list' = [ 'Name',
'EmailAddress',
'RealName',
'WorkPhone',
'Address2'
],
'attr_map' = { 'Name' = 'sAMAccountName',
'EmailAddress' = 'mail',
'Organization' = 'physicalDeliveryOfficeName',
'RealName' = 'cn',
'ExternalAuthId' = 'sAMAccountName',
'Gecos' = 'sAMAccountName',
'WorkPhone' = 'telephoneNumber',
'Address1' = 'streetAddress',
'City' = 'l',
'State' = 'st',
'Zip' = 'postalCode',
'Country' = 'co'
}
}
},
{'LDAP2' =
{
'type' = 'ldap',
'auth' = 1,
'info' = 1,
'server' = 'server2',
'user' = 'user',
'pass' = 'password',
'base' = 'ou=base',
'filter' = '(objectClass=*)',
'd_filter' = '(objectClass=ThisWillNeverMatch)',
'tls' = 1,
'group' = '',
'group_attr' = '',
'attr_match_list' = [ 'Name',
'EmailAddress',
'RealName',
'WorkPhone',
'Address2'
],
'attr_map' = { 'Name' = 'sAMAccountName',
'EmailAddress' = 'mail',
'Organization' = 'physicalDeliveryOfficeName',
'RealName' = 'cn',
'ExternalAuthId' = 'sAMAccountName',
'Gecos' = 'sAMAccountName',
'WorkPhone' = 'telephoneNumber',
'Address1' = 'streetAddress',
'City' = 'l',
'State' = 'st',
'Zip' = 'postalCode',
'Country' = 'co'
}
}
},
{'LDAP3' =
{
'type' = 'ldap',
'auth' = 1,
'info' = 1,
'server' = 'server3',
'user' = 'user',
'pass' = 'password',
'base' = 'ou=base',
'filter' = '(objectClass=*)',
'd_filter' = '(objectClass=ThisWillNeverMatch)',
'tls' = 1,
'group' = '',
'group_attr' = '',
'attr_match_list' = [ 'Name',
'EmailAddress',
'RealName',
'WorkPhone',
'Address2'
],
'attr_map' = { 'Name' = 'sAMAccountName',
'EmailAddress' = 'mail',
'Organization' = 'physicalDeliveryOfficeName',
'RealName' = 'cn',
'ExternalAuthId' = 'sAMAccountName',
'Gecos' = 'sAMAccountName',
'WorkPhone' = 'telephoneNumber',
'Address1' = 'streetAddress',
'City' = 'l',
'State' = 'st',
'Zip' = 'postalCode',
'Country' = 'co'
}
}
}
);
[rt-users] RT Front end cluster
Hi Guys, I have already split off my SQL backend from my RT installation, optimized SQL and fine tuned settings til I'm blue in the face and need more performance from RT. Large tickets (we run projects through RT) which have been updated regular for over a year, take pretty much a year to load. The only thing I can thing of is running multiple front end web serving nodes. The sessions are SQL based, so I don't see too many problems here, innodb should keep any nasty table locks away. But can you guys think of any other reasons this wont work. Running 3.8.8 with MySQL db backend. Cheers Mat Kind Regards, Matthew Hattersley Email: mailto:matthew.hatters...@vaioni.com Address: 14 Leslie Hough Way Manchester Lancashire M6 6AJ Tel: 0870-160-0650 Ext 201 Fax: 0870-160-0651 Web: http://www.vaioni.com http://www.vaioni.com/vaioni-comms-business-finalist-2010 The information transmitted in and with this email is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Statements and opinions expressed in this e-mail may not represent those of the Company. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender immediately and delete the material from any computer. Please also note, Vaioni filter incoming email for spam and inappropriate words. Unfortunately this does mean that sometimes genuine messages can be filtered out. Although we take measures to recover such messages, it must not be assumed that an email has been received by us and important communications should always be followed up by a phone call, fax or printed copy. image/gifimage/gif
Re: [rt-users] Dis-allowing ticket Comment
Hi, Probably owner has ModifyTicket right and that gives him right to comment, however it's hard to own a ticket when you can not change status. So you can do this only with a hack. On Tue, Nov 2, 2010 at 10:18 AM, Michael P. Carel mikeca...@yahoo.com wrote: Hi to all; I'm trying to configure RT to avoid ticket owner to use Comment instead of Reply. I already set a policy and removed Comment on Ticket in the Group Policy but still the ticket owner can Comment on Ticket. Is there anything I need to removed other that that. Thanks, Mike -- Best regards, Ruslan.
Re: [rt-users] Create ticket via email fwd
Scott, You could forward the email to an RT Queue address and set those fields via CommandByMail using cut paste. Kenn LBNL On Tue, Nov 2, 2010 at 1:21 PM, Scott Benson sben...@a-1networks.comwrote: On 11/2/10 1:18 PM, Scott Benson wrote: Is it possible to have a ticket created when I forward a personal email in to RT, but have it search for the From: Joe Schmoe j...@schmoe.com Set j...@schmoe.com as the requester, set the subject of the ticket to the original subject w/o the fwd? Also possibly email the requester letting them know they should email into a certain email to request work be done.Not sure if this is a feature that is already implemented some where but I can't seem to find any information on it. I just realized that the From: comment isn't that helpful, but have a way to find who the email originally came from, and set that as the requester. -- Scott
Re: [rt-users] Using 'local' - failing
Jeff, Double check the name (especially CAPS and other extra letters) of the file you put in local as well as check your code. If the name is the same as in share it WILL execute the local version. Kenn LBNL On Tue, Nov 2, 2010 at 12:49 PM, Jeff Blaine jbla...@kickflop.net wrote: If I want to change the code in share/html/Ticket/Elements/EditCustomFields by copying it to a 'local' area, where would that be? I have tried local/html/Ticket/Elements/EditCustomFields (with Mason cache clear + restart) and the master copy still seems to be chosen.
[rt-users] Can anyone help a n00b with a scrip?
Hi all, I've installed RT3 again after a long absence, and I'm reminded once again how abysmal my Perl skills are. What I'd like is this: A ticket is opened via email (or whatever), and as a result doesn't have an owner. I'd like an email to go out to everyone who has OwnTicket rights in that queue so that people are informed of the arrival of a new ticket. Keeners can take a ticket for themselves, or the boss can assign the tickets to whoever he wants. The important part is that people are made aware of the new ticket without having to log in and check. Maybe there's a way to do this without writing a scrip and template, but if there is, it's not obvious to me... Any help, either cluing me in to the right way to accomplish this, or with the scrip would be much appreciated! Thanks!!!
