Re: [rt-users] On Approval notify owner - how?
I can't put all the decision makers into one group, because there are several levels of them (like team led project manager CTO CEO). So I need several approval queues. 19 октября 2011, 09:12 от Kevin Falcone falc...@bestpractical.com: On Tue, Oct 18, 2011 at 08:09:51PM +0400, N N wrote: Yes, it works with ___Approvals, but I need several 'approval' queues (for better or worse, we have a rather elaborated organizational structure). Perhaps, my question should really be: how can I clone the ___Approvals queue special behavior to other queues? Don't, just set it so that Owners and AdminCcs have rights, and you can have multiple queues that create Approval tickets in the ___Approvals queue. -kevin 18 октября 2011, 18:15 от Kevin Falcone falc...@bestpractical.com: On Tue, Oct 18, 2011 at 02:57:21PM +0400, N N wrote: There's a ticket and one or more 'approval' tickets created for it automatically. The owner is therefore assigned later, after the 'approval' tickets are created, and probably BEFORE the ticket is approved. The problem: how to notify ONLY the ticket owner once it has been approved instead of notifying the entire list of Watchers (my present solution)? Is there a way to update a ticked based on event in the linked ticket? Like changing AdminCC from group to user? If you're using RT's built in ___Approvals queue in the standard way, a Notify Owner Scrip will be run on the original ticket when the approval passes (along with a Correspondence being run). -kevin RT Training Sessions (http://bestpractical.com/services/training.html) * Washington DC, USA � October 31 November 1, 2011 * Barcelona, Spain � November 28 29, 2011 RT Training Sessions (http://bestpractical.com/services/training.html) * Washington DC, USA October 31 November 1, 2011 * Barcelona, Spain November 28 29, 2011 RT Training Sessions (http://bestpractical.com/services/training.html) * Washington DC, USA � October 31 November 1, 2011 * Barcelona, Spain � November 28 29, 2011 RT Training Sessions (http://bestpractical.com/services/training.html) * Washington DC, USA October 31 November 1, 2011 * Barcelona, Spain November 28 29, 2011
[rt-users] import data/emails
Hi all, I'd like to find a way to import all of our past emails into RT. Right now we are using Exchange and staff are making folders for every ticket. They are quite meticulous about this. Getting the emails out per folder is not what I'm concerned about. I'd like to ask about the importing part. How can I bulk import emails? I'd like to put all emails that are in an Outlook folder with a ticket in RT and mark that ticket as closed. I need these emails and customer data for searches/reference. I don't want my users to have to have Outlook open just to look up past customer data. I guess that brings me to my next question. Is there a way to import email address / names to customers? BTW, I am prepared to do a fair amount of scripting and hacking to get this done. I'm not expecting anything out of the box. Thanks, Simon RT Training Sessions (http://bestpractical.com/services/training.html) * Washington DC, USA October 31 November 1, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Ckeditor custom field type
Hi, You can use Custom Fields with the type Wiki text, from there you can use the instructions on this wiki page: http://requesttracker.wikia.com/wiki/RTFM This will allow you to use wiki markup in your articles. The downside of this, from what I've noticed, is that the content of wiki text CF's comes up unformatted (not even line breaks) when you add them to a comment or reply. So in my case, I've tested the above but rolled back to normal plain text CF's since these are fault proof. If there's a way to do this in a different way then I'm also interested :-) Though the above is the only thing to my knowledge that comes close.. -- Bart 2011/10/19 Simon Walter si...@gikaku.com Hi all, I'm setting up RT articles. Novices need to be able to create and edit articles. I'd like to use the Ckeditor to empower them. How do I create new Custom Field Types? Please point me in the right direction. Thanks, Simon RT Training Sessions (http://bestpractical.com/services/training.html) * Washington DC, USA October 31 November 1, 2011 * Barcelona, Spain November 28 29, 2011 RT Training Sessions (http://bestpractical.com/services/training.html) * Washington DC, USA October 31 November 1, 2011 * Barcelona, Spain November 28 29, 2011
[rt-users] Perl API: Referring to possible values in combobox custom field by ID?
Hello list. I'm working on a script using the perl API. I'm running RT 3.8.8. I have a custom field of type combobox. Let's say the field has two possible values: 1: A 2: B I can easily check if the field has a value of A or B. But, I would like to refer to the values by ID (1 = A, 2 = B). As the values may change in the future, but will still have the same meaning (from the script perspective). Any ideas? Regards, Tobias Balle-Petersen RT Training Sessions (http://bestpractical.com/services/training.html) * Washington DC, USA October 31 November 1, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Perl API: Referring to possible values in combobox custom field by ID?
On Wed, Oct 19, 2011 at 12:54 PM, tobiasbp tobia...@gmail.com wrote: Hello list. I'm working on a script using the perl API. I'm running RT 3.8.8. I have a custom field of type combobox. Let's say the field has two possible values: 1: A 2: B I can easily check if the field has a value of A or B. But, I would like to refer to the values by ID (1 = A, 2 = B). As the values may change in the future, but will still have the same meaning (from the script perspective). Any ideas? Regards, Tobias Balle-Petersen RT Training Sessions (http://bestpractical.com/services/training.html) * Washington DC, USA October 31 November 1, 2011 * Barcelona, Spain November 28 29, 2011 -- Best regards, Ruslan. RT Training Sessions (http://bestpractical.com/services/training.html) * Washington DC, USA October 31 November 1, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Perl API: Referring to possible values in combobox custom field by ID?
Hello, Sorry about empty mail. On Wed, Oct 19, 2011 at 12:54 PM, tobiasbp tobia...@gmail.com wrote: Hello list. I'm working on a script using the perl API. I'm running RT 3.8.8. I have a custom field of type combobox. Let's say the field has two possible values: 1: A 2: B I can easily check if the field has a value of A or B. But, I would like to refer to the values by ID (1 = A, 2 = B). As the values may change in the future, but will still have the same meaning (from the script perspective). Any ideas? CF values associated with objects (tickets) not by id, but by value. When you change values of the combobox, actual values on tickets are not changed. Anyway, association between values and ids are in CustomFieldValues table and can be accessed with RT::CustomFieldValue object. Regards, Tobias Balle-Petersen -- Best regards, Ruslan. RT Training Sessions (http://bestpractical.com/services/training.html) * Washington DC, USA October 31 November 1, 2011 * Barcelona, Spain November 28 29, 2011
[rt-users] How to sync tickets from two RT.
Hi, this is the case: we have two organizations: 1) A 2) B Both A and B have own RT. (A-RT and B-RT) This is what I would like to do: When people from A put ticket to owne A-RT in B queue. B-RT will take from A-RT this ticket and put him to B-RT. What tools we have make sync beteewn two RT ? Should we have the same RT in A nad B or we could have in A 3.8 and in B 4.0 ? -- Best Regards Adrian Stelmaszyk RT Training Sessions (http://bestpractical.com/services/training.html) * Washington DC, USA October 31 November 1, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] PriorityasString: Sort function on dashboard doesn't work
Hello Thomas For example I have 3 Tickets 1. high 2.middle 3.normal These Tickets should appear on the Dashboard 10 highest priority tickets I own in the correct order 1. high 2. middle 3. normal but on the Dashboard 10 highest priority tickets I own only contains one Ticket with the priority none. The Ticket has no dependencies or sth else ; only a normal ticket which is open. however if i use the normal ticket search for these 3 Tickets and sort the tickets for priority every value is fine and the sort function is working in the correct order. 1. high 2. middle 3. normal i hope whith the help of this example the problem is more clear than before 1. The format for the query ticket search: ' /Ticket/Display.html?id=__id__ __id__ /TITLE:#', ' /Ticket/Display.html?id=__id__ __Subject__ /TITLE:Subject', '__Priority__', '__QueueName__', '__ExtendedStatus__' 2. Format Link for the Search on the Dashboard: https://server.org/Search/Results.html?Format=%27%3Ca%20href%3D%22%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__id__%3C%2Fa%3E%2FTITLE%3A%23%27%2C%27%3Ca%20href%3D%22%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__Subject__%3C%2Fa%3E%2FTITLE%3ASubject%27%2CPriority%2C%20QueueName%2C%20ExtendedStatusOrder=DESCOrderBy=PriorityQuery=%20Owner%20%3D%20%27__CurrentUser__%27%20AND%20(%20Status%20%3D%20%27new%27%20OR%20Status%20%3D%20%27open%27) the rt log which is in debug mode doesn't show anything in this context sorry for some inconvinience from myself if you need more infos just say it thnx for help best regards john s. -- View this message in context: http://old.nabble.com/PriorityasString%3A-Sort-function-on-dashboard-doesn%27t-work-tp32623297p32681644.html Sent from the Request Tracker - User mailing list archive at Nabble.com. RT Training Sessions (http://bestpractical.com/services/training.html) * Washington DC, USA October 31 November 1, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] How to sync tickets from two RT.
Adrian, You have 2 options, 1- Get the 2 organisation to use 1 RT , use groups/queues rights and permissions to do the separations, then tickets crossing organisations will be simply moving queue. 2- Option 2 is have a queue for org B on RT-A B , and set up on Queue change/Correspondence and Comments queue scrips that use the REST interface to create or update tickets in RT-B I use option 1 for the different brands/companies that we have and I use option 2 when talking to our suppliers that have RT. Rgds; Roy Visit our website today www.daisygroupplc.com Registered Office: Daisy House, Lindred Road Business Park, Nelson, Lancashire BB9 5SR Company Registration Number: 4145329 | VAT Number: 722471355 Daisy Communications Limited is a company registered in England and Wales. DISCLAIMER This email (including any attachments) is strictly confidential and may also be legally privileged. If the recipient has received this email in error please notify the sender and do not read, print, re-transmit, store or act in reliance on the email or its attachments and immediately delete this email and its attachments from the recipient's system. Daisy Communications Limited cannot accept liability for any breaches of confidence arising through use of email. Employees of Daisy Communications Limited are expressly required not to make any defamatory statements and not to infringe or authorise any infringement of copyright or any other legal right by email communications. Any such communication is contrary to the company's policy and outside the scope of the employment of the individual concerned. Daisy Communications Limited will not accept any liability in respect of such a communication, and the employee responsible will be personally liable for any damages or other liabi lity arising. If you are the intended recipient of this email please ensure that neither the email nor any attachments are copied to third parties outside your organisation or saved without the written permission of the sender. In the event of any unauthorised copying or forwarding, the recipient will be required to indemnify Daisy Communications Limited against any claim for loss or damage caused by any viruses or otherwise. WARNING: Computer viruses can be transmitted by email. The recipient should check this email and any attachments for the presence of viruses. Daisy Communications Limited accepts no liability for any damage caused by any virus transmitted by this email or any attachments. NOTICE TO CUSTOMERS If you have ordered a telephone number from Daisy Communications Limited (non-geographic or new line installation) please do NOT arrange for any form of advertising until the number is live and tested. -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users- boun...@lists.bestpractical.com] On Behalf Of Adrian Stel Sent: 19 October 2011 10:45 To: rt-users@lists.bestpractical.com Subject: [rt-users] How to sync tickets from two RT. Hi, this is the case: we have two organizations: 1) A 2) B Both A and B have own RT. (A-RT and B-RT) This is what I would like to do: When people from A put ticket to owne A-RT in B queue. B-RT will take from A-RT this ticket and put him to B-RT. What tools we have make sync beteewn two RT ? Should we have the same RT in A nad B or we could have in A 3.8 and in B 4.0 ? -- Best Regards Adrian Stelmaszyk RT Training Sessions (http://bestpractical.com/services/training.html) * Washington DC, USA October 31 November 1, 2011 * Barcelona, Spain November 28 29, 2011 RT Training Sessions (http://bestpractical.com/services/training.html) * Washington DC, USA October 31 November 1, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] On Approval notify owner - how?
On 10/19/2011 02:22 AM, N N wrote: I can't put all the decision makers into one group, because there are several levels of them (like team led project manager CTO CEO). So I need several approval queues. Nope, you just need several approval groups that own/admincc tickets in the ___Approvals queue. All the approvals tickets can co-exist in the same queue, and you'll see only the ones for which you're the Owner or in the AdminCc group. This is a rights and roles configuration, really. Thomas RT Training Sessions (http://bestpractical.com/services/training.html) * Washington DC, USA October 31 November 1, 2011 * Barcelona, Spain November 28 29, 2011
[rt-users] REST documentation
I'm very new to RT. I noticed a wiki page with documentation on how to with with it via REST, but it pertains to version 3.x. Has changed in version 4 or is the documentation still valid? Chris RT Training Sessions (http://bestpractical.com/services/training.html) * Washington DC, USA October 31 November 1, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] REST documentation
On 10/19/2011 11:54 AM, Chris Robison wrote: I'm very new to RT. I noticed a wiki page with documentation on how to with with it via REST, but it pertains to version 3.x. Has changed in version 4 or is the documentation still valid? Still valid. The REST interface has seen some bug fixes, but it's largely the same. Thomas RT Training Sessions (http://bestpractical.com/services/training.html) * Washington DC, USA October 31 November 1, 2011 * Barcelona, Spain November 28 29, 2011
[rt-users] Error in $Ticket-AddLink(Type='MemberOf', Target=$Father_Ticket )
Hi, I'm using RT 3.8.8. I'm trying to AddLink to a Ticket using: $Ticket-AddLink(Type='MemberOf',Target=$Father_Ticket); I get this error message in my server logs: RT: Resolver RT::URI::fsck_com_rt could not parse 14519 (/opt/rt3/bin/../lib/RT/URI.pm:147) RT: Couldn't resolve '14519' into a URI. (/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:2411) Anyone know what could be wrong? Thanks. RT Training Sessions (http://bestpractical.com/services/training.html) * Washington DC, USA October 31 November 1, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Error in $Ticket-AddLink(Type='MemberOf', Target=$Father_Ticket )
On Wed, Oct 19, 2011 at 9:00 PM, Mauricio Leite Ferreira da Silva mauricio.le...@planalto.gov.br wrote: Hi, I'm using RT 3.8.8. I'm trying to AddLink to a Ticket using: $Ticket-AddLink(Type='MemberOf',Target=$Father_Ticket); I get this error message in my server logs: RT: Resolver RT::URI::fsck_com_rt could not parse 14519 (/opt/rt3/bin/../lib/RT/URI.pm:147) RT: Couldn't resolve '14519' into a URI. (/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:2411) There is no ticket 14519 in the DB. Anyone know what could be wrong? Thanks. RT Training Sessions (http://bestpractical.com/services/training.html) * Washington DC, USA October 31 November 1, 2011 * Barcelona, Spain November 28 29, 2011 -- Best regards, Ruslan. RT Training Sessions (http://bestpractical.com/services/training.html) * Washington DC, USA October 31 November 1, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Error in $Ticket-AddLink(Type='MemberOf', Target =$Father_Ticket )
On Wed, Oct 19, 2011 at 10:05 PM, Mauricio Leite Ferreira da Silva mauricio.le...@planalto.gov.br wrote: Hi Ruslan, The ticket exists in DB. When I try the same command in other Queue, it works. The both Queues have the same permissions for Everybody. Do you know what could be wrong? Always Cc the list. No strong ideas except permissions. Add more debugging in lib/RT/URI.pm around line mentioned in the log and in RT::URI::fsck_com_rt file. Use $ticket-URI instead id, it may give more clue. Thanks. -- Best regards, Ruslan. RT Training Sessions (http://bestpractical.com/services/training.html) * Washington DC, USA October 31 November 1, 2011 * Barcelona, Spain November 28 29, 2011
[rt-users] Perl way to select Queues based on condition (4.0.2).
I have a Custom Field on the Queue object called 'Support Level' with various support levels (Different Queue for different support levels) How can I choose the Queue (with Perl APIs) based on the Support Level I receive as input? I want to assign the Ticket to the correct queue during Ticket creation (BTW, I create Tickets with Perl APIs). Does any one has some Perl code snippets that uses the RT APIs? Thanks a bunch.. RT Training Sessions (http://bestpractical.com/services/training.html) * Washington DC, USA October 31 November 1, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Ckeditor custom field type
On Wednesday, October 19, 2011 05:15:45 PM you wrote: Hi, You can use Custom Fields with the type Wiki text, from there you can use the instructions on this wiki page: http://requesttracker.wikia.com/wiki/RTFM This will allow you to use wiki markup in your articles. The downside of this, from what I've noticed, is that the content of wiki text CF's comes up unformatted (not even line breaks) when you add them to a comment or reply. So in my case, I've tested the above but rolled back to normal plain text CF's since these are fault proof. If there's a way to do this in a different way then I'm also interested :-) Though the above is the only thing to my knowledge that comes close.. What I'd like to do is create a new Custom Field Type that is the same as 'text' but get CKeditor loaded *AND* outputs HTML when it's viewed or inserted into emails. I'll have to study how RT sends out HTML/plain emails. It's courtesy to send both. Do you know if this is currently the case? If RT converts the HTML email to plain text before sending, it would make inserting the HTML article pretty straight forward I presume. It's difficult to imagine why with all the updates, this isn't already done. You can create an HTML reply, but not an HTML article? This should be seamless and easy to use for support staff. Perhaps I should have posted this to the dev list. Simon RT Training Sessions (http://bestpractical.com/services/training.html) * Washington DC, USA October 31 November 1, 2011 * Barcelona, Spain November 28 29, 2011
