Re: [rt-users] Need some help with suppliers
Hi, Our suppliers use different systems and the people dealing with them is our supportdesk. So basically any ticket from our supportdesk "could" rely on an action from our suppliers. Creating a "depends on" ticket and giving the supplier a user which becomes owner of that ticket could do it, or we could at least make them requestor for that ticket in order to mail them. I think requestor is the best case for us, the main function we need is the ability to mail towards someone else other then the requestor in the "To" field. (I'll explain below) Something I haven't mentioned, the usual fllow with our supplier is that incidents are called in. So we write down that we've called them + I can make a CF or something like that specifying that it's now with that supplier. But changes are things that we e-mail towards our suppliers (sometimes incidents too), and that specific action isn't possible by default. You can only mail a requestor + CC a few people (or make a comment and CC that towards someone). In that context the CC option is a problem for us since suppliers expect them to be mailed directly (CC usually means, read but don't do anything). We could talk to them about it but I want to avoid it and use mail the way it should be used ;) Best regards, Bart 2011/6/14 Kenneth Crocker > Bart, > > Do all your suppliers have RT? If not, then who in your organization deals > with the suppliers? Perhaps creating a "Child/DependsOn" ticket that is > owned by the person dealing with that particular supplier would work. > > Just a thought. > > Kenn > LBNL > > > On Tue, Jun 14, 2011 at 5:04 AM, Bart wrote: > >> Hi, >> >> I need some help understanding the flow of tickets in RT, specifically how >> to work with suppliers. >> >> In our test setup one questing came forth about sending a ticket to a >> supplier and how to go about it. >> Lets say we have a customer sending us an incident ticket. The incident >> ends up being the problem of our supplier so we need to have the ticket >> depend on a suppliers actions. >> >> Our current setup is pretty much default with two queue's for internal >> departments: >> >>- Queues: >> - Servicedesk: All new e-mails go to this queue. >> - Tech support: Thirdline support for the servicedesk. >> - CF's: >> - A few under users for easy selection of organizations. >> - And a few for the tickets for selecting to what categorie a >> ticket belongs to. >> - In addition I've installed the SLA plugin with two test SLA's. >> >> In our old system we would do these things by assigning a ticket to a >> supplier, does that mean that I would need to create a queue for each >> supplier that we work with for this to work? >> >> I'm guessing "yes", hoping "no", for some suppliers having a queue is ok >> but for allot of other ones it's not ok. We work for the government, some >> direct suppliers are easy to write down as a queue but sometimes a townhall >> needs to fix something which would mean that we have to add roughly 450 >> queue's (one for each townhall). >> >> Anyway, if someone could help me understand how to work with suppliers >> then I'd be extremely gratefull. >> >> >> Best regards, >> >> Bart >> >> >
Re: [rt-users] Rights to Search by CF in 'Add Criteria' Box on /Search/Build.html
Michael, Try this; remove the rights to cf's at the queue level and grant them at the CF config screen and see what happens. Kenn LBNL On Tue, Jun 14, 2011 at 3:46 PM, Michael Steen wrote: > Kenn, > > The rights were given to the group as group rights at the queue level. > There are no rights for the group (or for users) at the CF level. > > Thanks, > > Mike > > > On Tue, Jun 14, 2011 at 4:40 PM, Kenneth Crocker wrote: > >> Michael, >> >> When you applied the CF's to the Queue, did you grant rights to groups >> withing that page or did you grant rights to the CF while in the "group >> Rights" of the Queue? >> >> Kenn >> LBNL >> >> >> On Tue, Jun 14, 2011 at 2:30 PM, Michael Steen < >> michael.st...@livetext.com> wrote: >> >>> Whoops... I neglected to mention that we are selecting the queue first, >>> but still not getting the CF's in the Add Criteria list. >>> >>> It may or may not be relevant, but I should add that we have one group >>> which contains the users for the department called Customer Support. The >>> Customer Support group has no rights given to it specifically. There is >>> another group called Support Actors, to which the queue level rights are >>> granted. The Customer Support group (contains the users), is a member of >>> the Support Actors group (has the rights). >>> >>> Basically, I created an Actors, 'read/write,' and a Viewers 'read only,' >>> group for each queue. I'm putting 'user groups' into the appropriate 'queue >>> rights group' based on what kind of permissions the user group needs. The >>> rights seem to trickle down appropriately in other cases. >>> >>> Thanks, >>> >>> Mike >>> >>> >>> On Tue, Jun 14, 2011 at 3:24 PM, Kenneth Crocker wrote: >>> Michael, At what point can they NOT see the CF's? When they first get into the screen? Try selecting/adding a Queue to the criteria and wait for the results. I suspect you will see the CF's at that point. When building a Query, RT does not know which Cf's to show you until you've selected a Queue. GLOBAL CF's will, of course, always show. Kenn LBNL On Tue, Jun 14, 2011 at 1:07 PM, Michael Steen < michael.st...@livetext.com> wrote: > RT 3.8.9 > > I have a group with these queue level rights: > > Current rights *(Check box to revoke right)* > AssignCustomFields > CommentOnTicket > CreateTicket > DeleteTicket > ForwardMessage > ModifyCustomField > ModifyTicket > OwnTicket > ReplyToTicket > SeeCustomField > SeeQueue > ShowOutgoingEmail > ShowTicket > ShowTicketComments > StealTicket > TakeTicket > Watch > > The users within that group can see custom fields on the > /Ticket/Display.html page. However, they do not see custom fields in the > 'Add Criteria' box on the /Search/Build.html page. I experimented by > adding > global rights to the Everyone group one at a time. When I added > SeeCustomField, the CF's appeared in the Add Criteria module on > /Build.html. Should this right always be applied globally? Is there > something else I am missing? > > > Thanks, > > Mike > >>> >> >
Re: [rt-users] Rights to Search by CF in 'Add Criteria' Box on /Search/Build.html
Kenn, The rights were given to the group as group rights at the queue level. There are no rights for the group (or for users) at the CF level. Thanks, Mike On Tue, Jun 14, 2011 at 4:40 PM, Kenneth Crocker wrote: > Michael, > > When you applied the CF's to the Queue, did you grant rights to groups > withing that page or did you grant rights to the CF while in the "group > Rights" of the Queue? > > Kenn > LBNL > > > On Tue, Jun 14, 2011 at 2:30 PM, Michael Steen > wrote: > >> Whoops... I neglected to mention that we are selecting the queue first, >> but still not getting the CF's in the Add Criteria list. >> >> It may or may not be relevant, but I should add that we have one group >> which contains the users for the department called Customer Support. The >> Customer Support group has no rights given to it specifically. There is >> another group called Support Actors, to which the queue level rights are >> granted. The Customer Support group (contains the users), is a member of >> the Support Actors group (has the rights). >> >> Basically, I created an Actors, 'read/write,' and a Viewers 'read only,' >> group for each queue. I'm putting 'user groups' into the appropriate 'queue >> rights group' based on what kind of permissions the user group needs. The >> rights seem to trickle down appropriately in other cases. >> >> Thanks, >> >> Mike >> >> >> On Tue, Jun 14, 2011 at 3:24 PM, Kenneth Crocker wrote: >> >>> Michael, >>> >>> At what point can they NOT see the CF's? When they first get into the >>> screen? Try selecting/adding a Queue to the criteria and wait for the >>> results. I suspect you will see the CF's at that point. When building a >>> Query, RT does not know which Cf's to show you until you've selected a >>> Queue. GLOBAL CF's will, of course, always show. >>> >>> Kenn >>> LBNL >>> >>> >>> On Tue, Jun 14, 2011 at 1:07 PM, Michael Steen < >>> michael.st...@livetext.com> wrote: >>> RT 3.8.9 I have a group with these queue level rights: Current rights *(Check box to revoke right)* AssignCustomFields CommentOnTicket CreateTicket DeleteTicket ForwardMessage ModifyCustomField ModifyTicket OwnTicket ReplyToTicket SeeCustomField SeeQueue ShowOutgoingEmail ShowTicket ShowTicketComments StealTicket TakeTicket Watch The users within that group can see custom fields on the /Ticket/Display.html page. However, they do not see custom fields in the 'Add Criteria' box on the /Search/Build.html page. I experimented by adding global rights to the Everyone group one at a time. When I added SeeCustomField, the CF's appeared in the Add Criteria module on /Build.html. Should this right always be applied globally? Is there something else I am missing? Thanks, Mike >>> >>> >> >
Re: [rt-users] Rights to Search by CF in 'Add Criteria' Box on /Search/Build.html
Michael, When you applied the CF's to the Queue, did you grant rights to groups withing that page or did you grant rights to the CF while in the "group Rights" of the Queue? Kenn LBNL On Tue, Jun 14, 2011 at 2:30 PM, Michael Steen wrote: > Whoops... I neglected to mention that we are selecting the queue first, but > still not getting the CF's in the Add Criteria list. > > It may or may not be relevant, but I should add that we have one group > which contains the users for the department called Customer Support. The > Customer Support group has no rights given to it specifically. There is > another group called Support Actors, to which the queue level rights are > granted. The Customer Support group (contains the users), is a member of > the Support Actors group (has the rights). > > Basically, I created an Actors, 'read/write,' and a Viewers 'read only,' > group for each queue. I'm putting 'user groups' into the appropriate 'queue > rights group' based on what kind of permissions the user group needs. The > rights seem to trickle down appropriately in other cases. > > Thanks, > > Mike > > > On Tue, Jun 14, 2011 at 3:24 PM, Kenneth Crocker wrote: > >> Michael, >> >> At what point can they NOT see the CF's? When they first get into the >> screen? Try selecting/adding a Queue to the criteria and wait for the >> results. I suspect you will see the CF's at that point. When building a >> Query, RT does not know which Cf's to show you until you've selected a >> Queue. GLOBAL CF's will, of course, always show. >> >> Kenn >> LBNL >> >> >> On Tue, Jun 14, 2011 at 1:07 PM, Michael Steen < >> michael.st...@livetext.com> wrote: >> >>> RT 3.8.9 >>> >>> I have a group with these queue level rights: >>> >>> Current rights *(Check box to revoke right)* >>> AssignCustomFields >>> CommentOnTicket >>> CreateTicket >>> DeleteTicket >>> ForwardMessage >>> ModifyCustomField >>> ModifyTicket >>> OwnTicket >>> ReplyToTicket >>> SeeCustomField >>> SeeQueue >>> ShowOutgoingEmail >>> ShowTicket >>> ShowTicketComments >>> StealTicket >>> TakeTicket >>> Watch >>> >>> The users within that group can see custom fields on the >>> /Ticket/Display.html page. However, they do not see custom fields in the >>> 'Add Criteria' box on the /Search/Build.html page. I experimented by adding >>> global rights to the Everyone group one at a time. When I added >>> SeeCustomField, the CF's appeared in the Add Criteria module on >>> /Build.html. Should this right always be applied globally? Is there >>> something else I am missing? >>> >>> >>> Thanks, >>> >>> Mike >>> >> >> >
Re: [rt-users] Rights to Search by CF in 'Add Criteria' Box on /Search/Build.html
Whoops... I neglected to mention that we are selecting the queue first, but still not getting the CF's in the Add Criteria list. It may or may not be relevant, but I should add that we have one group which contains the users for the department called Customer Support. The Customer Support group has no rights given to it specifically. There is another group called Support Actors, to which the queue level rights are granted. The Customer Support group (contains the users), is a member of the Support Actors group (has the rights). Basically, I created an Actors, 'read/write,' and a Viewers 'read only,' group for each queue. I'm putting 'user groups' into the appropriate 'queue rights group' based on what kind of permissions the user group needs. The rights seem to trickle down appropriately in other cases. Thanks, Mike On Tue, Jun 14, 2011 at 3:24 PM, Kenneth Crocker wrote: > Michael, > > At what point can they NOT see the CF's? When they first get into the > screen? Try selecting/adding a Queue to the criteria and wait for the > results. I suspect you will see the CF's at that point. When building a > Query, RT does not know which Cf's to show you until you've selected a > Queue. GLOBAL CF's will, of course, always show. > > Kenn > LBNL > > > On Tue, Jun 14, 2011 at 1:07 PM, Michael Steen > wrote: > >> RT 3.8.9 >> >> I have a group with these queue level rights: >> >> Current rights *(Check box to revoke right)* >> AssignCustomFields >> CommentOnTicket >> CreateTicket >> DeleteTicket >> ForwardMessage >> ModifyCustomField >> ModifyTicket >> OwnTicket >> ReplyToTicket >> SeeCustomField >> SeeQueue >> ShowOutgoingEmail >> ShowTicket >> ShowTicketComments >> StealTicket >> TakeTicket >> Watch >> >> The users within that group can see custom fields on the >> /Ticket/Display.html page. However, they do not see custom fields in the >> 'Add Criteria' box on the /Search/Build.html page. I experimented by adding >> global rights to the Everyone group one at a time. When I added >> SeeCustomField, the CF's appeared in the Add Criteria module on >> /Build.html. Should this right always be applied globally? Is there >> something else I am missing? >> >> >> Thanks, >> >> Mike >> > >
[rt-users] Approval Mechanism on RT
Dear All;
We are using RT 3.8.4 for a couple of years and now we are trying to
implement and operate an Approval Mechanism for our queues. Unfortunately I
could not find a step-by-step guide or a complete tutorial for this purpose
and I tried to follow what I have found on wikia and the forums and set it
up according to those. However I could not succeed and then I decided to
write to this post and hope someone helps.
First I enabled the __Approvals queue and set up a scrip as follows:
Condition> OnCreate
Action> Create Tickets
Template > Global Template Empty
Stage > Transaction Create
Custom Condition >
===Create-Ticket: manager-approval
Subject: Approval of { $Tickets{' TOP' }->Subject( ) }
Queue:___Approvals
Type: approval
Owner:my company email address
Content: Please review and approve this request.
Depended-On-By: TOP
ENDOFCONTENT
And then I created the "Managers" group under configuration and added myself
and my group manager to the watchers of that group.
First question is that how can I force tickets in one of my queues to be
approved by me or my group manager? When I move them to the __Approval queue
manually, nothing happens? If one ticket would move to the __Approval queue,
normally would not I or my group manager be notified by mail? Do I have to
set up a scrip separately for this mailing purpose?
How can I build an Approval mechanism? Could someone please help me?
Re: [rt-users] Rights to Search by CF in 'Add Criteria' Box on /Search/Build.html
Michael, At what point can they NOT see the CF's? When they first get into the screen? Try selecting/adding a Queue to the criteria and wait for the results. I suspect you will see the CF's at that point. When building a Query, RT does not know which Cf's to show you until you've selected a Queue. GLOBAL CF's will, of course, always show. Kenn LBNL On Tue, Jun 14, 2011 at 1:07 PM, Michael Steen wrote: > RT 3.8.9 > > I have a group with these queue level rights: > > Current rights *(Check box to revoke right)* > AssignCustomFields > CommentOnTicket > CreateTicket > DeleteTicket > ForwardMessage > ModifyCustomField > ModifyTicket > OwnTicket > ReplyToTicket > SeeCustomField > SeeQueue > ShowOutgoingEmail > ShowTicket > ShowTicketComments > StealTicket > TakeTicket > Watch > > The users within that group can see custom fields on the > /Ticket/Display.html page. However, they do not see custom fields in the > 'Add Criteria' box on the /Search/Build.html page. I experimented by adding > global rights to the Everyone group one at a time. When I added > SeeCustomField, the CF's appeared in the Add Criteria module on > /Build.html. Should this right always be applied globally? Is there > something else I am missing? > > > Thanks, > > Mike >
[rt-users] Rights to Search by CF in 'Add Criteria' Box on /Search/Build.html
RT 3.8.9 I have a group with these queue level rights: Current rights *(Check box to revoke right)* AssignCustomFields CommentOnTicket CreateTicket DeleteTicket ForwardMessage ModifyCustomField ModifyTicket OwnTicket ReplyToTicket SeeCustomField SeeQueue ShowOutgoingEmail ShowTicket ShowTicketComments StealTicket TakeTicket Watch The users within that group can see custom fields on the /Ticket/Display.html page. However, they do not see custom fields in the 'Add Criteria' box on the /Search/Build.html page. I experimented by adding global rights to the Everyone group one at a time. When I added SeeCustomField, the CF's appeared in the Add Criteria module on /Build.html. Should this right always be applied globally? Is there something else I am missing? Thanks, Mike
[rt-users] "Chart" link from a search forgetting the search results
Hello,
When a user with perms for a queue does a search within that queue on a custom
field, they get an expected list of results that are a subset of that queue.
Clicking the "Chart" link at the top brings us to one large monolithic bar of
the entire queue ("3000 tickets..."). Going through several steps of "bar
chart by [customfield]" and iterating through that and the search a few more
times eventually gets us the bar chart we want: a subset of only those items
in the queue with Custom Field 1's value, broken out into number of occurances
by Custom Field 2's values.
(I also greatly miss the "chart by..." quick link at the bottom of search
results from previous versions).
I'm not sure why the search is immediately forgotten, but a red flag to me is
that somewhere in this process she has to log in again. AD integration seems
to have been working since the upgrade (and was before with no repeat-login
issues). Not sure if this is related to this specific problem, or a separate
issue.
Rob Munsch
IT Administrator
PhillyCarShare
215-495-1040 x131
www.phillycarshare.org
Re: [rt-users] Sendmail - Sender address rejected: Domain not found
On Tue, Jun 14, 2011 at 04:53:05PM +0530, Yaj Tap wrote: >Hi Johan, > >Actually, This machine is a clone of the one of the RT that we have. And > that RT >got [1]apa...@rt.domain.com address (which is working fine) but this one > should be >[2]apa...@rt02.domain.com (I think??) Check that 02.domain.com is actually a valid domain outside your firewall. Since you're obfuscating, we can't check for you. Your error message says that relay-ex2.cch.ca believes that apa...@rt.domain.com is invalid. -kevin >It is working fine but just for some sub-domain email addresses it throws > up error with >[3]apa...@rt.domain.com > >I checked apache configuration and other places where it could have wrong > info but everything >is fine. Not sure how this can be corrected. Sorry for the incorrect info > in my previous >email. > >Thanks for your help. > > > > > > > > > -- > >From: johan.sjob...@deltamanagement.se >To: rt-users@lists.bestpractical.com >Date: Mon, 13 Jun 2011 21:12:07 + >Subject: Re: [rt-users] Sendmail - Sender address rejected: Domain not > found > >Hi. > > > >The address you are sending from is deferred in the recipient*s mail > server, because the >domain does not exist. Do you have a MX record for the sender domain? > > > >/Johan > > > >From: rt-users-boun...@lists.bestpractical.com >[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Yaj Tap >Sent: den 13 juni 2011 22:12 >To: rt-users@lists.bestpractical.com >Subject: [rt-users] Sendmail - Sender address rejected: Domain not found > > > >Hi All, > >We are encountering a issue with sendmail in RT. Following is the maillog > from the /var/log > >Sendmail [102342]: psfafEADaAd: to=<[4]m...@cch.ca, delay=02:00:29, > xdelay=00:00:02, >mailer=esmtp, pri=79782, relay=relay-ex2.cch.ca. [IP Address], dsn=4.1.8, > stat-Defferred: 450 >4.1.8 : Sender address reject: Domain not found > >We are suspecting it is a issue of sending emails to subdomain email > addresses. Meaning emails >to [5]a...@xyz.com will go out and but sometimes emails with > [6]a...@lmn.xyz.com are not going >out. We could be wrong...problem could be somewhere else. > >Any help will be really appreciated. > >Thank you. > > References > >Visible links >1. mailto:apa...@rt.domain.com >2. mailto:apa...@rt02.domain.com >3. mailto:apa...@rt.domain.com >4. > file:///Users/falcone/tmp/mailto:m...@cch.ca,%20delay=02:00:29,%20xdelay=00:00:02,%20mailer=esmtp,%20pri=79782,%20relay=relay-ex2.cch.ca.%20[IP%20Address],%20dsn=4.1.8,%20stat-Defferred:%20450%204.1.8%20%3capa...@rt.domain.com >5. mailto:a...@xyz.com >6. mailto:a...@lmn.xyz.com pgpUbwcXnOosk.pgp Description: PGP signature
Re: [rt-users] Making original email a true attachment in AdminCC notifications
On Tue, Jun 14, 2011 at 01:26:38PM -0400, Paul Fincher wrote: >I have been looking into changing the notification emails that are > delivered to AdminCcs >when a ticket is created to have the original email from the requestor be > a true >message/rfc822 attachment instead of the original content inlined in the > AdminCc email. It >doesn't appear you can do this directly in the template but instead It > appears it requires a >change to the action code. Has anyone done anything like this? Am I > barking up the wrong >tree? I am using RT 3.8.9. You'd need to steal from some of the forwarding code and write a custom action to make it message/rfc822. Doing it inline in the template doesn't work. -kevin pgpA7j9nw38A6.pgp Description: PGP signature
Re: [rt-users] RT:Extension::QueueWizard
On Tue, Jun 14, 2011 at 11:40:49AM +0200, Michael Polenske wrote: >short question - is RT:Extension::QueueWizard still working with RT 4.0 ? > I currenly try to >install it and no success until now L The installation framework hasn't been updated for 3.8 or 4.0 I expect the code would work, but would need updating for plugin compatibility. -kevin pgpnQZs1jNg4S.pgp Description: PGP signature
Re: [rt-users] RT::Authen::ExternalAuth?
On Tue, Jun 14, 2011 at 02:50:24PM -0400, Joshua Knarr wrote: >Kevin - We gave up on RT 4. RTFM is not the answer. The problem is > threefold: Oh, now that I reread your original thread I see. You didn't run any database upgrades between 3.4.5 and 4.0.0 other than those described in UPGRADING.mysql. That's going to cause you problems on 3.8.10 also. -kevin pgp30rX1RwTJE.pgp Description: PGP signature
Re: [rt-users] RT::Authen::ExternalAuth?
On Tue, Jun 14, 2011 at 02:50:24PM -0400, Joshua Knarr wrote: >1) DBI is too new to upgrade the old style DB. People running fedora or > rawhide are going to >start yelling at some point when they go to upgrade if they're upgrading > from an old enough >version. I'm afraid I don't understand this statement. You may need to provide an error or log snippet that demonstrates the problem. >2) FCGI changed from being statically linked to a module that this > causes... I'm afraid I don't understand this statement. You may need to provide an error or log snippet that demonstrates the problem. >3) ...the new mason's handling of UTF to break the old DB. I'm afraid I don't understand this statement. You may need to provide an error or log snippet that demonstrates the problem. >That being said - I made it to 3.8.10 which tells me something goes very > wrong between 3.8.10 >and 4.0.0. The docs for External Auth talk about .08 being current. For > 3.8.10, the docs talk >about .08_02. CPAN says .09 is out but the docs on the wiki don't discuss > it. Which one do I >use for a 3.8.10 RT? Use 0.09 I write the README for RT-Authen-ExternalAuth, I do not maintain the wiki pages for it. My opinion will always be in the README. -kevin pgpsanPHykkoc.pgp Description: PGP signature
[rt-users] RT::Authen::ExternalAuth?
Hello mailing list, Kevin - We gave up on RT 4. RTFM is not the answer. The problem is threefold: 1) DBI is too new to upgrade the old style DB. People running fedora or rawhide are going to start yelling at some point when they go to upgrade if they're upgrading from an old enough version. 2) FCGI changed from being statically linked to a module that this causes... 3) ...the new mason's handling of UTF to break the old DB. That being said - I made it to 3.8.10 which tells me something goes very wrong between 3.8.10 and 4.0.0. The docs for External Auth talk about .08 being current. For 3.8.10, the docs talk about .08_02. CPAN says .09 is out but the docs on the wiki don't discuss it. Which one do I use for a 3.8.10 RT? -- Joshua Knarr Systems Engineer GSI Commerce, Inc. http://www.gsicommerce.com E-Mail: kna...@gsicommerce.com Office: 610-491-7110 Mobile: 484-636-7371 The information contained in this electronic mail transmission is intended only for the use of the individual or entity named in this transmission. If you are not the intended recipient of this transmission, you are hereby notified that any disclosure, copying or distribution of the contents of this transmission is strictly prohibited and that you should delete the contents of this transmission from your system immediately. Any comments or statements contained in this transmission do not necessarily reflect the views or position of GSI Commerce, Inc. or its subsidiaries and/or affiliates.
Re: [rt-users] Thumbnails from attachments?
HAH!
This one-line patch does what I need:
--- ./share/html/Ticket/Elements/ShowTransactionAttachments 2011-04-20
10:22:32.177315771 -0700
+++ local/html/Ticket/Elements/ShowTransactionAttachments 2011-06-14
11:37:22.166621835 -0700
@@ -225,7 +225,7 @@
# if it's an image, show it as an image
elsif ( RT->Config->Get('ShowTransactionImages') and
$message->ContentType =~ /^image\//i ) {
-if ( $disposition ne 'inline' ) {
+ if ( $disposition ne 'inline' and
!RT->Config->Get('ShowNotInlineImages')) {
$m->out(''. loc( 'Message body is not shown because sender
requested not to inline it.' ) .'');
return;
}
Along with a setting in RT_SiteConfig.pm:
Set($ShowNotInlineImages, 1);
--Yan
--
My daughter is racing a triathlon to raise money for her swim club. Want
to help?
http://akari.seiner.com
Re: [rt-users] Thumbnails from attachments?
Yan, It sounds like you would need EACH of their responses/correspndence/pics to have some sort of identifier (a comment, a number sequence, the name of a part, etc). If so, I think there are a couple ways we might be able to do this, depending on what seems best to you. I'm assuming that the last pic is not necessarily the one you want to identify. Are you adamant about the engineer not having to enter anything from the field? Perhaps the part the photo is about? Just one word? We could invent/code a way to increment a number for each comment/correspondence/pic. Any of this sound workable? Kenn LBNL On Tue, Jun 14, 2011 at 11:18 AM, Yan Seiner wrote: > Here's what happens: > > We're a water utility, so all of our stuff is burried. > > We provide the crew with a set of drawings. Since most of what we do is > repair, we try to locate old lines, other utilities, etc. as best as we > can. However, few utilities kept accurate records early on, so we often > do not know exactly what is in the ground. > > The crew goes out into the field and starts digging and laying pipe. They > have to close up the excavation at the end of every day (we can't keep > open holes in public streets overnight). > > Very often the crew finds that the conditions differ from the drawings. > They keep pretty good notes but without pictures it's hard to figure out > what they did where. So they take pictures. > > When the project is done, we have to reconcile the materials inventory and > correct our drawings for the as-built conditions. > > The tech who does that work starts with our engineering drawings and the > crew field notes. He would like to refer to the pictures when he has a > question. However, the pictures are all similar; a guy with a shovel > standing in a hole that has a pipe at the bottom. Without some commentary > it's hard to pick the right picture for the aa-built condition we're > trying to verify. > > Often the as-built conditions can be difficult to tell apart without a > picture; we know the crew used an 11 degree bend and a 22 degree bend, but > in which order? how far apart? A picture can tell us those things. > > We'd like to be able to go through the pictures and read the comments > quickly. > > On Tue, June 14, 2011 10:59 am, Kenneth Crocker wrote: > > Yan, > > > > > > What is that "one image" you want to see? How do you find it now? If > there > > is any way you can distinguish it from a list of stuff, then we can do > > that > > with code. > > > > Kenn > > LBNL > > > > On Tue, Jun 14, 2011 at 10:32 AM, Yan Seiner wrote: > > > >> Right now we send each crew a ticket "stub", essentially an empty > >> comment > >> to the ticket they're working on. They then reply to that stub over and > >> over with pictures. We found that makes it easy on the field guys and > >> RT > >> keeps everything organized. > >> > >> The problem is that we're getting lots of pics - sometimes 5 or 10 a day > >> every day for a 3 week job. There's no consistent naming scheme we can > >> enforce. These are construction guys. They want to point, click, send. > >> Thus the need on the office end for thumbnails. > >> > >> I know we're taking RT in a direction that's not typical, but the > >> construction industry doesn't really have an effective affordable > >> project > >> management tool and RT is a natural near-drop-in solution. The > >> construction PM tools that are out there are expensive and klunky. > >> > >> On Tue, June 14, 2011 10:19 am, Kenneth Crocker wrote: > >> > Yan, > >> > > >> > Any correspondence to RT can have an attachment, so it doesn't have to > >> be > >> > a > >> > comment and it will still be in your history. As to the pics, if there > >> is > >> > a > >> > way to label/title/name each pic in a manner that would enable easy > >> > identification might work, as you can see the name of the attachment > >> in > >> > the > >> > Display page of a ticket. > >> > > >> > Kenn > >> > LBNL > >> > > >> > On Tue, Jun 14, 2011 at 6:01 AM, Yan Seiner wrote: > >> > > >> >> We have field crews that send pictures into RT tickets from job > >> sites. > >> >> This is a great help as we get instant notification of issues and > >> also > >> >> for > >> >> as-builts. Typically the crews will send a picture and a text > >> >> description > >> >> of image as a comment to the ticket. As the crews send us more and > >> more > >> >> pictures, we're finding that it's hard to find that one image we need > >> >> quickly. > >> >> > >> >> We're looking for an enhancement to RT that would create a thumbnail > >> >> gallery from the image/jpeg attachments and display the comment text > >> on > >> >> mouseover. The thumbnail gallery would be displayed as part of the > >> >> ticket. > >> >> > >> >> Anyone have any idea if something like this has been done? > >> >> > >> >> A simpler solution but not as desirable would be to create a > >> thumbnail > >> >> of > >> >> jpegs in the history or in the attachment list. > >> >> >
Re: [rt-users] Thumbnails from attachments?
On Tue, June 14, 2011 11:11 am, Kenneth Crocker wrote: > Yan, > > You betcha. Change that setting in your RT_SiteConfig.pm file in > /opt/rt3/etc and that will do it. > > *Set($ShowTransactionImages, 1); *might just do it. No joy; still get the "inline" comment. > > I'm curious as to why you have the offsite guys replying as comments > instead > of just making it an email reply? They use email on their smartphones to send the images along with an explanation. The reason we send them the stub is so that they have the correct RT subject and headers for the reply. They reply to the stub that's correct for the job they're on. It's also easier for them to find the stub, hit reply, take the pic, and send than to use the rt3 mobile interface.
Re: [rt-users] Making original email a true attachment in AdminCC notifications
Paul, What's wrong with leaving it as it is? Is the original content of the email NOT in the correspondence to the AdminCc? Have you tried simply modifying the template to have a different look/data? Kenn LBNL On Tue, Jun 14, 2011 at 10:26 AM, Paul Fincher wrote: > Hi, > > > > I have been looking into changing the notification emails that are > delivered to AdminCcs when a ticket is created to have the original email > from the requestor be a true message/rfc822 attachment instead of the > original content inlined in the AdminCc email. It doesn't appear you can do > this directly in the template but instead It appears it requires a change to > the action code. Has anyone done anything like this? Am I barking up the > wrong tree? I am using RT 3.8.9. > > > > Regards, > > Paul Fincher > Green Hills Software - http://www.ghs.com** >
Re: [rt-users] Thumbnails from attachments?
Here's what happens: We're a water utility, so all of our stuff is burried. We provide the crew with a set of drawings. Since most of what we do is repair, we try to locate old lines, other utilities, etc. as best as we can. However, few utilities kept accurate records early on, so we often do not know exactly what is in the ground. The crew goes out into the field and starts digging and laying pipe. They have to close up the excavation at the end of every day (we can't keep open holes in public streets overnight). Very often the crew finds that the conditions differ from the drawings. They keep pretty good notes but without pictures it's hard to figure out what they did where. So they take pictures. When the project is done, we have to reconcile the materials inventory and correct our drawings for the as-built conditions. The tech who does that work starts with our engineering drawings and the crew field notes. He would like to refer to the pictures when he has a question. However, the pictures are all similar; a guy with a shovel standing in a hole that has a pipe at the bottom. Without some commentary it's hard to pick the right picture for the aa-built condition we're trying to verify. Often the as-built conditions can be difficult to tell apart without a picture; we know the crew used an 11 degree bend and a 22 degree bend, but in which order? how far apart? A picture can tell us those things. We'd like to be able to go through the pictures and read the comments quickly. On Tue, June 14, 2011 10:59 am, Kenneth Crocker wrote: > Yan, > > > What is that "one image" you want to see? How do you find it now? If there > is any way you can distinguish it from a list of stuff, then we can do > that > with code. > > Kenn > LBNL > > On Tue, Jun 14, 2011 at 10:32 AM, Yan Seiner wrote: > >> Right now we send each crew a ticket "stub", essentially an empty >> comment >> to the ticket they're working on. They then reply to that stub over and >> over with pictures. We found that makes it easy on the field guys and >> RT >> keeps everything organized. >> >> The problem is that we're getting lots of pics - sometimes 5 or 10 a day >> every day for a 3 week job. There's no consistent naming scheme we can >> enforce. These are construction guys. They want to point, click, send. >> Thus the need on the office end for thumbnails. >> >> I know we're taking RT in a direction that's not typical, but the >> construction industry doesn't really have an effective affordable >> project >> management tool and RT is a natural near-drop-in solution. The >> construction PM tools that are out there are expensive and klunky. >> >> On Tue, June 14, 2011 10:19 am, Kenneth Crocker wrote: >> > Yan, >> > >> > Any correspondence to RT can have an attachment, so it doesn't have to >> be >> > a >> > comment and it will still be in your history. As to the pics, if there >> is >> > a >> > way to label/title/name each pic in a manner that would enable easy >> > identification might work, as you can see the name of the attachment >> in >> > the >> > Display page of a ticket. >> > >> > Kenn >> > LBNL >> > >> > On Tue, Jun 14, 2011 at 6:01 AM, Yan Seiner wrote: >> > >> >> We have field crews that send pictures into RT tickets from job >> sites. >> >> This is a great help as we get instant notification of issues and >> also >> >> for >> >> as-builts. Typically the crews will send a picture and a text >> >> description >> >> of image as a comment to the ticket. As the crews send us more and >> more >> >> pictures, we're finding that it's hard to find that one image we need >> >> quickly. >> >> >> >> We're looking for an enhancement to RT that would create a thumbnail >> >> gallery from the image/jpeg attachments and display the comment text >> on >> >> mouseover. The thumbnail gallery would be displayed as part of the >> >> ticket. >> >> >> >> Anyone have any idea if something like this has been done? >> >> >> >> A simpler solution but not as desirable would be to create a >> thumbnail >> >> of >> >> jpegs in the history or in the attachment list. >> >> >> >> >> >> >> > >> > >> > >> > >> >> >> -- >> My daughter is racing a triathlon to raise money for her swim club. >> Want >> to help? >> >> http://akari.seiner.com >> >> >> > > > !DSPAM:4df7a1da98651848747371! > -- My daughter is racing a triathlon to raise money for her swim club. Want to help? http://akari.seiner.com
Re: [rt-users] Thumbnails from attachments?
Yan, You betcha. Change that setting in your RT_SiteConfig.pm file in /opt/rt3/etc and that will do it. *Set($ShowTransactionImages, 1); *might just do it. I'm curious as to why you have the offsite guys replying as comments instead of just making it an email reply? Kenn LBNL On Tue, Jun 14, 2011 at 11:01 AM, Yan Seiner wrote: > Hmmm > > Some investigating. If we create a comment via the RT web interface and > attach an image, it comes up in the history as an image and we can see it. > > However, if someone sends an image via email as a reply to a comment, the > image doesn't show up; instead there's the comment: > > "Message body is not shown because sender requested not to inline it." > > and the attachment shows up as a link. > > Is there some way to get RT to display non-inlined images? > > --Yan > > > -- > My daughter is racing a triathlon to raise money for her swim club. Want > to help? > > http://akari.seiner.com > > >
Re: [rt-users] Thumbnails from attachments?
Hmmm Some investigating. If we create a comment via the RT web interface and attach an image, it comes up in the history as an image and we can see it. However, if someone sends an image via email as a reply to a comment, the image doesn't show up; instead there's the comment: "Message body is not shown because sender requested not to inline it." and the attachment shows up as a link. Is there some way to get RT to display non-inlined images? --Yan -- My daughter is racing a triathlon to raise money for her swim club. Want to help? http://akari.seiner.com
Re: [rt-users] Thumbnails from attachments?
Yan, What is that "one image" you want to see? How do you find it now? If there is any way you can distinguish it from a list of stuff, then we can do that with code. Kenn LBNL On Tue, Jun 14, 2011 at 10:32 AM, Yan Seiner wrote: > Right now we send each crew a ticket "stub", essentially an empty comment > to the ticket they're working on. They then reply to that stub over and > over with pictures. We found that makes it easy on the field guys and RT > keeps everything organized. > > The problem is that we're getting lots of pics - sometimes 5 or 10 a day > every day for a 3 week job. There's no consistent naming scheme we can > enforce. These are construction guys. They want to point, click, send. > Thus the need on the office end for thumbnails. > > I know we're taking RT in a direction that's not typical, but the > construction industry doesn't really have an effective affordable project > management tool and RT is a natural near-drop-in solution. The > construction PM tools that are out there are expensive and klunky. > > On Tue, June 14, 2011 10:19 am, Kenneth Crocker wrote: > > Yan, > > > > Any correspondence to RT can have an attachment, so it doesn't have to be > > a > > comment and it will still be in your history. As to the pics, if there is > > a > > way to label/title/name each pic in a manner that would enable easy > > identification might work, as you can see the name of the attachment in > > the > > Display page of a ticket. > > > > Kenn > > LBNL > > > > On Tue, Jun 14, 2011 at 6:01 AM, Yan Seiner wrote: > > > >> We have field crews that send pictures into RT tickets from job sites. > >> This is a great help as we get instant notification of issues and also > >> for > >> as-builts. Typically the crews will send a picture and a text > >> description > >> of image as a comment to the ticket. As the crews send us more and more > >> pictures, we're finding that it's hard to find that one image we need > >> quickly. > >> > >> We're looking for an enhancement to RT that would create a thumbnail > >> gallery from the image/jpeg attachments and display the comment text on > >> mouseover. The thumbnail gallery would be displayed as part of the > >> ticket. > >> > >> Anyone have any idea if something like this has been done? > >> > >> A simpler solution but not as desirable would be to create a thumbnail > >> of > >> jpegs in the history or in the attachment list. > >> > >> > >> > > > > > > !DSPAM:4df7983272161804284693! > > > > > -- > My daughter is racing a triathlon to raise money for her swim club. Want > to help? > > http://akari.seiner.com > > >
Re: [rt-users] Thumbnails from attachments?
Right now we send each crew a ticket "stub", essentially an empty comment to the ticket they're working on. They then reply to that stub over and over with pictures. We found that makes it easy on the field guys and RT keeps everything organized. The problem is that we're getting lots of pics - sometimes 5 or 10 a day every day for a 3 week job. There's no consistent naming scheme we can enforce. These are construction guys. They want to point, click, send. Thus the need on the office end for thumbnails. I know we're taking RT in a direction that's not typical, but the construction industry doesn't really have an effective affordable project management tool and RT is a natural near-drop-in solution. The construction PM tools that are out there are expensive and klunky. On Tue, June 14, 2011 10:19 am, Kenneth Crocker wrote: > Yan, > > Any correspondence to RT can have an attachment, so it doesn't have to be > a > comment and it will still be in your history. As to the pics, if there is > a > way to label/title/name each pic in a manner that would enable easy > identification might work, as you can see the name of the attachment in > the > Display page of a ticket. > > Kenn > LBNL > > On Tue, Jun 14, 2011 at 6:01 AM, Yan Seiner wrote: > >> We have field crews that send pictures into RT tickets from job sites. >> This is a great help as we get instant notification of issues and also >> for >> as-builts. Typically the crews will send a picture and a text >> description >> of image as a comment to the ticket. As the crews send us more and more >> pictures, we're finding that it's hard to find that one image we need >> quickly. >> >> We're looking for an enhancement to RT that would create a thumbnail >> gallery from the image/jpeg attachments and display the comment text on >> mouseover. The thumbnail gallery would be displayed as part of the >> ticket. >> >> Anyone have any idea if something like this has been done? >> >> A simpler solution but not as desirable would be to create a thumbnail >> of >> jpegs in the history or in the attachment list. >> >> >> > > > !DSPAM:4df7983272161804284693! > -- My daughter is racing a triathlon to raise money for her swim club. Want to help? http://akari.seiner.com
[rt-users] Making original email a true attachment in AdminCC notifications
Hi, I have been looking into changing the notification emails that are delivered to AdminCcs when a ticket is created to have the original email from the requestor be a true message/rfc822 attachment instead of the original content inlined in the AdminCc email. It doesn't appear you can do this directly in the template but instead It appears it requires a change to the action code. Has anyone done anything like this? Am I barking up the wrong tree? I am using RT 3.8.9. Regards, Paul Fincher Green Hills Software - http://www.ghs.com/> http://www.ghs.com
Re: [rt-users] Thumbnails from attachments?
Yan, Any correspondence to RT can have an attachment, so it doesn't have to be a comment and it will still be in your history. As to the pics, if there is a way to label/title/name each pic in a manner that would enable easy identification might work, as you can see the name of the attachment in the Display page of a ticket. Kenn LBNL On Tue, Jun 14, 2011 at 6:01 AM, Yan Seiner wrote: > We have field crews that send pictures into RT tickets from job sites. > This is a great help as we get instant notification of issues and also for > as-builts. Typically the crews will send a picture and a text description > of image as a comment to the ticket. As the crews send us more and more > pictures, we're finding that it's hard to find that one image we need > quickly. > > We're looking for an enhancement to RT that would create a thumbnail > gallery from the image/jpeg attachments and display the comment text on > mouseover. The thumbnail gallery would be displayed as part of the ticket. > > Anyone have any idea if something like this has been done? > > A simpler solution but not as desirable would be to create a thumbnail of > jpegs in the history or in the attachment list. > > >
Re: [rt-users] Need some help with suppliers
Bart, Do all your suppliers have RT? If not, then who in your organization deals with the suppliers? Perhaps creating a "Child/DependsOn" ticket that is owned by the person dealing with that particular supplier would work. Just a thought. Kenn LBNL On Tue, Jun 14, 2011 at 5:04 AM, Bart wrote: > Hi, > > I need some help understanding the flow of tickets in RT, specifically how > to work with suppliers. > > In our test setup one questing came forth about sending a ticket to a > supplier and how to go about it. > Lets say we have a customer sending us an incident ticket. The incident > ends up being the problem of our supplier so we need to have the ticket > depend on a suppliers actions. > > Our current setup is pretty much default with two queue's for internal > departments: > >- Queues: > - Servicedesk: All new e-mails go to this queue. > - Tech support: Thirdline support for the servicedesk. > - CF's: > - A few under users for easy selection of organizations. > - And a few for the tickets for selecting to what categorie a ticket > belongs to. > - In addition I've installed the SLA plugin with two test SLA's. > > In our old system we would do these things by assigning a ticket to a > supplier, does that mean that I would need to create a queue for each > supplier that we work with for this to work? > > I'm guessing "yes", hoping "no", for some suppliers having a queue is ok > but for allot of other ones it's not ok. We work for the government, some > direct suppliers are easy to write down as a queue but sometimes a townhall > needs to fix something which would mean that we have to add roughly 450 > queue's (one for each townhall). > > Anyway, if someone could help me understand how to work with suppliers then > I'd be extremely gratefull. > > > Best regards, > > Bart > >
[rt-users] Thumbnails from attachments?
We have field crews that send pictures into RT tickets from job sites. This is a great help as we get instant notification of issues and also for as-builts. Typically the crews will send a picture and a text description of image as a comment to the ticket. As the crews send us more and more pictures, we're finding that it's hard to find that one image we need quickly. We're looking for an enhancement to RT that would create a thumbnail gallery from the image/jpeg attachments and display the comment text on mouseover. The thumbnail gallery would be displayed as part of the ticket. Anyone have any idea if something like this has been done? A simpler solution but not as desirable would be to create a thumbnail of jpegs in the history or in the attachment list.
[rt-users] Need some help with suppliers
Hi, I need some help understanding the flow of tickets in RT, specifically how to work with suppliers. In our test setup one questing came forth about sending a ticket to a supplier and how to go about it. Lets say we have a customer sending us an incident ticket. The incident ends up being the problem of our supplier so we need to have the ticket depend on a suppliers actions. Our current setup is pretty much default with two queue's for internal departments: - Queues: - Servicedesk: All new e-mails go to this queue. - Tech support: Thirdline support for the servicedesk. - CF's: - A few under users for easy selection of organizations. - And a few for the tickets for selecting to what categorie a ticket belongs to. - In addition I've installed the SLA plugin with two test SLA's. In our old system we would do these things by assigning a ticket to a supplier, does that mean that I would need to create a queue for each supplier that we work with for this to work? I'm guessing "yes", hoping "no", for some suppliers having a queue is ok but for allot of other ones it's not ok. We work for the government, some direct suppliers are easy to write down as a queue but sometimes a townhall needs to fix something which would mean that we have to add roughly 450 queue's (one for each townhall). Anyway, if someone could help me understand how to work with suppliers then I'd be extremely gratefull. Best regards, Bart
Re: [rt-users] Sendmail - Sender address rejected: Domain not found
Hi Johan, Actually, This machine is a clone of the one of the RT that we have. And that RT got apa...@rt.domain.com address (which is working fine) but this one should be apa...@rt02.domain.com (I think??) It is working fine but just for some sub-domain email addresses it throws up error with apa...@rt.domain.com I checked apache configuration and other places where it could have wrong info but everything is fine. Not sure how this can be corrected. Sorry for the incorrect info in my previous email. Thanks for your help. From: johan.sjob...@deltamanagement.se To: rt-users@lists.bestpractical.com Date: Mon, 13 Jun 2011 21:12:07 + Subject: Re: [rt-users] Sendmail - Sender address rejected: Domain not found Hi. The address you are sending from is deferred in the recipient’s mail server, because the domain does not exist. Do you have a MX record for the sender domain? /Johan From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Yaj Tap Sent: den 13 juni 2011 22:12 To: rt-users@lists.bestpractical.com Subject: [rt-users] Sendmail - Sender address rejected: Domain not found Hi All, We are encountering a issue with sendmail in RT. Following is the maillog from the /var/log Sendmail [102342]: psfafEADaAd: to=: Sender address reject: Domain not found We are suspecting it is a issue of sending emails to subdomain email addresses. Meaning emails to a...@xyz.com will go out and but sometimes emails with a...@lmn.xyz.com are not going out. We could be wrong...problem could be somewhere else. Any help will be really appreciated. Thank you.
[rt-users] RT:Extension::QueueWizard
Hi all, short question - is RT:Extension::QueueWizard still working with RT 4.0 ? I currenly try to install it and no success until now L Cheers - Michael
[rt-users] Add Priority Field to Update.html
RT Version: 3.6 Hi all, What I am trying to do is add a priority field to the Update.html so users can change priority of a ticket on comment and replies. I have had a go at getting this working but can't get the priority field to update when the comment/reply is saved, I think I'm missing something in Display.html. Has anyone had any experience in this and can point me in the right direction. Many Thanks Dax
