Re: [rt-users] On Resolve Notify Requestors script email problem
Thanks Ruslan, Yes, I was logged on as the Requestor. I realised afterwards that this could be the problem. I have just set up Request Tracker at our site and was doing some tests logged on as myself, submitting tickets as the same user and resolving them as the same user. Many Thanks for your help. Regards krishan On 08/01/12 19:30, Ruslan Zakirov wrote: Hi, Are you resolving ticket logged in as requestor? I suspect that it's NotifyActor option affects outcome. On Wed, Jan 4, 2012 at 17:06,kri...@gmail.com wrote: Hi, I have set a user (with priviledges) who can create, delete, reply, etc to tickets. But when I close a ticket (resolved), no email get sent to the Requestors. In the log I can see that no Recipients is found when the 'On Resolve Notify Requestors' scrip is run. If I do the same operation logged on as the RT Root User, everything works fine. What extra privileges do I need to give the user to be able to do this. There will be a few such users (administrators) who will need to be able to resolve tickets and email sent back to requestors automatically. Many Thanks in advance krishan -- -- RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] RT3.8.8 getting logged out after doing search
a_session column should be blob not text. On Mon, Jan 9, 2012 at 01:59, o.n...@cs.ucc.ie wrote: Hi Ruslan, thanks for your reply. here is the sessions table show. mysql show create table sessions; +--+---+ | Table | Create Table | +--+---+ | sessions | CREATE TABLE `sessions` ( `id` char(32) NOT NULL, `a_session` longtext, `LastUpdated` timestamp NOT NULL DEFAULT CURRENT_TIMESTAMP ON UPDATE CURRENT_TIMESTAMP, PRIMARY KEY (`id`) ) ENGINE=MyISAM DEFAULT CHARSET=latin1 | +--+---+ 1 row in set (0.00 sec) mysql thanks Oliver On Sun, 8 Jan 2012, Ruslan Zakirov wrote: Hi, RT version? Show us how your new sessions table looks. SHOW CREATE TABLE sessions; On Fri, Jan 6, 2012 at 15:56, o.n...@cs.ucc.ie wrote: Dear all, We recently had a MySQL crash [ due to RAM failure ], after RAM replaced and sessions table dropped and re-created from Schema in rt3.sql dump we are seeing a new problem with searches. When the search is executed the resulting tickets are displayed fine but any attempt to open one results in the RT login screen. If we do login the required ticket is opened. When browsing tickets from the HOME base list this does not happen. Here is an example apache log of the above search: 143.239.74.146 - - [06/Jan/2012:11:36:46 +] GET /Search/Results.html?Format='%20%20%20%3Cb%3E%3Ca%20href%3D%22__WebPath__%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__id__%3C%2Fa%3E%3C%2Fb%3E%2FTITLE%3A%23'%2C%0A'%3Cb%3E%3Ca%20href%3D%22__WebPath__%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__Subject__%3C%2Fa%3E%3C%2Fb%3E%2FTITLE%3ASubject'%2C%0A'__Status__'%2C%0A'__QueueName__'%2C%0A'__OwnerName__'%2C%0A'__Priority__'%2C%0A'__NEWLINE__'%2C%0A''%2C%0A'%3Csmall%3E__Requestors__%3C%2Fsmall%3E'%2C%0A'%3Csmall%3E__CreatedRelative__%3C%2Fsmall%3E'%2C%0A'%3Csmall%3E__ToldRelative__%3C%2Fsmall%3E'%2C%0A'%3Csmall%3E__LastUpdatedRelative__%3C%2Fsmall%3E'%2C%0A'%3Csmall%3E__TimeLeft__%3C%2Fsmall%3E'Order=DESC%7CASC%7CASC%7CASCOrderBy=LastUpdated%7C%7C%7CPage=1Query=Status%20%3D%20'new'%20OR%20Status%20%3D%20'open'RowsPerPage=50SavedChartSearchId=newSavedSearchId= HTTP/1.1 200 35950 143.239.74.146 - - [06/Jan/2012:11:37:09 +] GET /Ticket/Display.html?id=16718 HTTP/1.1 200 5267 143.239.74.146 - - [06/Jan/2012:11:37:25 +] POST /Ticket/Display.html HTTP/1.1 200 32802 -- I have cleared old cookies and caches etc Thanks Oliver ubuntu 10.04 perl 5.10.1 apache 2.2.17 mod_perl 2.0.5 [ previously we used mod_perl 2.0.4 ] this is only change since crash. -- Oliver Nash CSSG Computer Science UCC - RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012 -- Best regards, Ruslan. -- Oliver Nash CSSG Computer Science UCC - RT Training Sessions (http://bestpractical.com/services/training.html) * Boston — March 5 6, 2012 -- Best regards, Ruslan. RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] RT3.8.8 getting logged out after doing search
Thanks yes I had seen that in a thread on discussion group but was reluctant to altar anything without a offering from the authers. Anyway since I have messaed around with sessions table now I tried your suggestion and that seems to have fixed it. Thank very much Oliver On Mon, 9 Jan 2012, Ruslan Zakirov wrote: a_session column should be blob not text. On Mon, Jan 9, 2012 at 01:59, o.n...@cs.ucc.ie wrote: Hi Ruslan, thanks for your reply. here is the sessions table show. mysql show create table sessions; +--+---+ | Table | Create Table | +--+---+ | sessions | CREATE TABLE `sessions` ( `id` char(32) NOT NULL, `a_session` longtext, `LastUpdated` timestamp NOT NULL DEFAULT CURRENT_TIMESTAMP ON UPDATE CURRENT_TIMESTAMP, PRIMARY KEY (`id`) ) ENGINE=MyISAM DEFAULT CHARSET=latin1 | +--+---+ 1 row in set (0.00 sec) mysql thanks Oliver On Sun, 8 Jan 2012, Ruslan Zakirov wrote: Hi, RT version? Show us how your new sessions table looks. SHOW CREATE TABLE sessions; On Fri, Jan 6, 2012 at 15:56, o.n...@cs.ucc.ie wrote: Dear all, We recently had a MySQL crash [ due to RAM failure ], after RAM replaced and sessions table dropped and re-created from Schema in rt3.sql dump we are seeing a new problem with searches. When the search is executed the resulting tickets are displayed fine but any attempt to open one results in the RT login screen. If we do login the required ticket is opened. When browsing tickets from the HOME base list this does not happen. Here is an example apache log of the above search: 143.239.74.146 - - [06/Jan/2012:11:36:46 +] GET /Search/Results.html?Format='%20%20%20%3Cb%3E%3Ca%20href%3D%22__WebPath__%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__id__%3C%2Fa%3E%3C%2Fb%3E%2FTITLE%3A%23'%2C%0A'%3Cb%3E%3Ca%20href%3D%22__WebPath__%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__Subject__%3C%2Fa%3E%3C%2Fb%3E%2FTITLE%3ASubject'%2C%0A'__Status__'%2C%0A'__QueueName__'%2C%0A'__OwnerName__'%2C%0A'__Priority__'%2C%0A'__NEWLINE__'%2C%0A''%2C%0A'%3Csmall%3E__Requestors__%3C%2Fsmall%3E'%2C%0A'%3Csmall%3E__CreatedRelative__%3C%2Fsmall%3E'%2C%0A'%3Csmall%3E__ToldRelative__%3C%2Fsmall%3E'%2C%0A'%3Csmall%3E__LastUpdatedRelative__%3C%2Fsmall%3E'%2C%0A'%3Csmall%3E__TimeLeft__%3C%2Fsmall%3E'Order=DESC%7CASC%7CASC%7CASCOrderBy=LastUpdated%7C%7C%7CPage=1Query=Status%20%3D%20'new'%20OR%20Status%20%3D%20'open'RowsPerPage=50SavedChartSearchId=newSavedSearchId= HTTP/1.1 200 35950 143.239.74.146 - - [06/Jan/2012:11:37:09 +] GET /Ticket/Display.html?id=16718 HTTP/1.1 200 5267 143.239.74.146 - - [06/Jan/2012:11:37:25 +] POST /Ticket/Display.html HTTP/1.1 200 32802 -- I have cleared old cookies and caches etc Thanks Oliver ubuntu 10.04 perl 5.10.1 apache 2.2.17 mod_perl 2.0.5 [ previously we used mod_perl 2.0.4 ] this is only change since crash. -- Oliver Nash CSSG Computer Science UCC - RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012 -- Best regards, Ruslan. -- Oliver Nash CSSG Computer Science UCC - RT Training Sessions (http://bestpractical.com/services/training.html) * Boston — March 5 6, 2012 -- Best regards, Ruslan. -- Oliver Nash CSSG Computer Science UCC - RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
[rt-users] Change subject line for incoming mail
Hi everybody, I'm searching for a way to change the subject line of incoming emails to RT. My problem is the following: We have a lot of users who are not able to describe their problems in the email body and use only the subject line instead. So I thought about to change the behavior of RT to change the subject line to about 50 characters followed by [...]. The whole subject line should be displayed again in the ticket body. Is there a way to achieve my goals? Do I have to change the CreatTeickets.pm? Or made somebody already an extension for it? Thanks in advance and have a nice day! -- View this message in context: http://old.nabble.com/Change-subject-line-for-incoming-mail-tp33107140p33107140.html Sent from the Request Tracker - User mailing list archive at Nabble.com. RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
[rt-users] No Delete option on 3.8.8
I've got a new 3.8.8 installation running, but don't have the 'Delete' option. This was available on 3.8.4 in the Ticket list as well as when viewing a ticket. I get a lot of spam that I don't want to 'Resolve' - has 'Delete' been removed, or is there a config option that I can't find? Ta, Martin. -- View this message in context: http://old.nabble.com/No-Delete-option-on-3.8.8-tp33107653p33107653.html Sent from the Request Tracker - User mailing list archive at Nabble.com. RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] No Delete option on 3.8.8
On 01/09/2012 10:01 AM, martinmoore wrote: I've got a new 3.8.8 installation running, but don't have the 'Delete' option. This was available on 3.8.4 in the Ticket list as well as when viewing a ticket. I get a lot of spam that I don't want to 'Resolve' - has 'Delete' been removed, or is there a config option that I can't find? You probably didn't grant the DeleteTicket right. Thomas RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
[rt-users] Problem with RT::Action::Notify
Hi, I want to install this module: http://search.cpan.org/dist/RT-Extension-NotifyOwners/lib/RT/Extension/NotifyOwners.pm I install correctly and follow the steps that I read in 'Install'. When I'm triying this script, I see this in terminal: [root@cerussita sbin]# [Mon Jan 9 15:23:58 2012] [error]: Scrip Prepare 39 died. - Can't locate object method new via package RT::Action::NotifyOwners at /home/dgarcia/RT/rt-4.0.4/sbin/../lib/RT/ScripAction.pm line 175. Stack: [/home/dgarcia/RT/rt-4.0.4/sbin/../lib/RT/ScripAction.pm:175] [/home/dgarcia/RT/rt-4.0.4/sbin/../lib/RT/Scrip.pm:443] [/home/dgarcia/RT/rt-4.0.4/sbin/../lib/RT/Scrips.pm:252] [/home/dgarcia/RT/rt-4.0.4/sbin/../lib/RT/Transaction.pm:179] [/home/dgarcia/RT/rt-4.0.4/sbin/../lib/RT/Record.pm:1447] [/home/dgarcia/RT/rt-4.0.4/sbin/../lib/RT/Ticket.pm:2989] [/home/dgarcia/RT/rt-4.0.4/sbin/../lib/RT/Ticket.pm:3053] [/home/dgarcia/RT/rt-4.0.4/share/html/Ticket/Display.html:145] [/home/dgarcia/RT/rt-4.0.4/sbin/../lib/RT/Interface/Web.pm:538] [/home/dgarcia/RT/rt-4.0.4/sbin/../lib/RT/Interface/Web.pm:285] [/home/dgarcia/RT/rt-4.0.4/share/html/autohandler:53] (/home/dgarcia/RT/rt-4.0.4/sbin/../lib/RT/Scrip.pm:451) I try to reinstall and install via CPAN with install package: install RT::Action::NotifyOwners But doesn't works Any helps? THANKS!! -- ... __ / / Daniel García Mejía C E / S / C A Portals i Repositoris /_/ Centre de Serveis Científics i Acadèmics de Catalunya Gran Capità, 2-4 (Edifici Nexus) - 08034 Barcelona T. (NULL) - F. 93 205 6979 - dgar...@cesca.cat ... RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] No Delete option on 3.8.8
Please keep replies on the list. On 01/09/2012 10:24 AM, Martin Moore wrote: I 'think' I have - where is it done? On any of the appropriate rights pages. It depends if you want to grant it on a global level or a per-queue level, and to a role group and/or custom groups. Thomas RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] No Delete option on 3.8.8
Sorry Thomas - I thought emails went to the list :) I've set all users/roles to have all rights (it's a small sytem, so OK to do this) and still no delete. Martin. martinmoore wrote: I've got a new 3.8.8 installation running, but don't have the 'Delete' option. This was available on 3.8.4 in the Ticket list as well as when viewing a ticket. I get a lot of spam that I don't want to 'Resolve' - has 'Delete' been removed, or is there a config option that I can't find? Ta, Martin. -- View this message in context: http://old.nabble.com/No-Delete-option-on-3.8.8-tp33107653p33107779.html Sent from the Request Tracker - User mailing list archive at Nabble.com. RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
[rt-users] Set maximum number of response/comment in a ticket
Hi, In our system we have RT tickets with many answers / comments and sometimes cost several time to open the ticket. Is there any way (in RT_SiteConfig for example) to put a maximum numberof comments / responses display a ticket on screen? For example,I want a maximum of 20 response/comment per screen. Thanks! Best Regards Dani -- ... __ / / Daniel García Mejía C E / S / C A Portals i Repositoris /_/ Centre de Serveis Científics i Acadèmics de Catalunya Gran Capità, 2-4 (Edifici Nexus) - 08034 Barcelona T. (NULL) - F. 93 205 6979 - dgar...@cesca.cat ... RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
[rt-users] rt-mailgate
I made a recently change to how my apache2 server was configured to redirect all requests through https. Now emails are not flowing through to RT - I tracked the issue down to rt-mailgate complaining about not being able to verify the certificate. I'm a little perplexed on how to proceed or how to verify what certs/CAs rt-mailgate is using, or if there is an issue with the Crypt::SSLeay module (which I had to force install due to a failing test). I only have one openssl install on the system, and I thought Crypt::SSLeay would reach through to those configs for things like CA certs, etc... Perhaps an easy workaround, since the mail server and apache2 server are on the same machine, would be to configure a localhost:80 virtual host within apache2 and bypass SSL when accessing RT via that url. Any helpful hints/suggestions would be greatly appreciated. I've been google-ing away but haven't had any luck yet. -Rob RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] CustomField that displays users
On Sun, Jan 08, 2012 at 04:21:41PM +0400, Ruslan Zakirov wrote: On Fri, Jan 6, 2012 at 01:42, Brent Wiese bwi...@elementps.com wrote: Thanks! Slight modifications to the Groups.pm worked great... Except for 1 thing. Once I make a CF source be my new module inside the CF, I can't change it back to Provide List... It just goes back to CF display unchanged. Is changing the CF data source a 1 way operation? No, it's not. We had a bug and it has been fixed. Not sure in which version it showed up, it may be still scheduled for upcoming release. I believe the branch is still unmerged because the author has a few changes to make that were found while I was testing the proposed fix. http://issues.bestpractical.com/Ticket/Display.html?id=18274 -kevin pgp2oDTYhXpCg.pgp Description: PGP signature RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] Problem with RT::Action::Notify
On Mon, Jan 09, 2012 at 04:22:04PM +0100, Daniel Garcia Mejia wrote: Hi, I want to install this module: http://search.cpan.org/dist/RT-Extension-NotifyOwners/lib/RT/Extension/NotifyOwners.pm I install correctly and follow the steps that I read in 'Install'. When I'm triying this script, I see this in terminal: Did you register it as a Plugin in your config? (Add RT::Extension::NotifyOwners to @Plugins in your RT_SiteConfig.pm?) If that fixes it, it sounds like the author has a bug in their documentation -kevin [root@cerussita sbin]# [Mon Jan 9 15:23:58 2012] [error]: Scrip Prepare 39 died. - Can't locate object method new via package RT::Action::NotifyOwners at /home/dgarcia/RT/rt-4.0.4/sbin/../lib/RT/ScripAction.pm line 175. Stack: [/home/dgarcia/RT/rt-4.0.4/sbin/../lib/RT/ScripAction.pm:175] [/home/dgarcia/RT/rt-4.0.4/sbin/../lib/RT/Scrip.pm:443] [/home/dgarcia/RT/rt-4.0.4/sbin/../lib/RT/Scrips.pm:252] [/home/dgarcia/RT/rt-4.0.4/sbin/../lib/RT/Transaction.pm:179] [/home/dgarcia/RT/rt-4.0.4/sbin/../lib/RT/Record.pm:1447] [/home/dgarcia/RT/rt-4.0.4/sbin/../lib/RT/Ticket.pm:2989] [/home/dgarcia/RT/rt-4.0.4/sbin/../lib/RT/Ticket.pm:3053] [/home/dgarcia/RT/rt-4.0.4/share/html/Ticket/Display.html:145] [/home/dgarcia/RT/rt-4.0.4/sbin/../lib/RT/Interface/Web.pm:538] [/home/dgarcia/RT/rt-4.0.4/sbin/../lib/RT/Interface/Web.pm:285] [/home/dgarcia/RT/rt-4.0.4/share/html/autohandler:53] (/home/dgarcia/RT/rt-4.0.4/sbin/../lib/RT/Scrip.pm:451) pgporoYlGmBIR.pgp Description: PGP signature RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
[rt-users] RT and Filemaker?
Does anyone have RT configured to talk with a Filemaker database via ODBC? Is that even possible? I know Filemaker allows ODBC/JDBC connections. I know that RT is nicely robust and I'd expect it to be capable of something like this. I just can't find any examples or confirmation. Thanks, Josh -- Reed College Computer Hardware Services 503-788-6661 RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] RT and Filemaker?
On Mon, Jan 09, 2012 at 11:50:40AM -0800, Josh Tackitt wrote: Does anyone have RT configured to talk with a Filemaker database via ODBC? Is that even possible? I know Filemaker allows ODBC/JDBC connections. I know that RT is nicely robust and I'd expect it to be capable of something like this. I just can't find any examples or confirmation. Thanks, Josh Net-Filemaker should allow an XML connection to a Filemaker DB. It may be worth checking out. Cheers, Ken RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
[rt-users] Automation
Our office RT4 installation is humming a long. Training is going reasonably well. Now for some automation... We have a few very common requests that come in - folks looking for a particular report. I'd like to add a link somewhere in RT (perhaps on the Basics page or a new page instead of Basics?) where I can wire in a scrip (or perl module of any flavor... we have good perl skills in house) that will: 1 Build a URL based on well defined fields in the request 2 Pull a file from the dynamic URL 3 Correspond to requestor: with canned text (substitutions from the original request), attaching the retrieved file, changing the status to resolved What's the right way to go about this? thanks ram RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] Automation
On Tue, Jan 10, 2012 at 01:12, Ram Moskovitz ram0...@gmail.com wrote: Our office RT4 installation is humming a long. Training is going reasonably well. Now for some automation... We have a few very common requests that come in - folks looking for a particular report. I'd like to add a link somewhere in RT (perhaps on the Basics page or a new page instead of Basics?) where I can wire in a scrip (or perl module of any flavor... we have good perl skills in house) that will: 1 Build a URL based on well defined fields in the request 2 Pull a file from the dynamic URL 3 Correspond to requestor: with canned text (substitutions from the original request), attaching the retrieved file, changing the status to resolved What's the right way to go about this? Start with share/html/Elements/Tabs to put an item into the menu. Use callbacks. Link points to a new mason component that does the job and redirect backs afterwards with results. thanks ram RT Training Sessions (http://bestpractical.com/services/training.html) * Boston — March 5 6, 2012 -- Best regards, Ruslan. RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] rt-mailgate
And if that doesn't work, since I have a certificate with a domain name (although signed by our internal CA which all of our PCs trust), I had to put in below where Mauricio put in https://localhost, I actually needed to use my dns name in which the certificate is assigned (e.g. https://MyRT) My $0.02 worth as well. :) -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Mauricio Tavares Sent: Monday, January 09, 2012 4:02 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] rt-mailgate On Mon, Jan 9, 2012 at 1:34 PM, Robert Nesius nes...@gmail.com wrote: I made a recently change to how my apache2 server was configured to redirect all requests through https. Now emails are not flowing through to RT - I tracked the issue down to rt-mailgate complaining about not being able to verify the certificate. I'm a little perplexed on how to proceed or how to verify what certs/CAs rt-mailgate is using, or if there is an issue with the Crypt::SSLeay module (which I had to force install due to a failing test). I only have one openssl install on the system, and I thought Crypt::SSLeay would reach through to those configs for things like CA certs, etc... Perhaps an easy workaround, since the mail server and apache2 server are on the same machine, would be to configure a localhost:80 virtual host within apache2 and bypass SSL when accessing RT via that url. Any helpful hints/suggestions would be greatly appreciated. I've been google-ing away but haven't had any luck yet. AFAIK, rt-mailgate connects to RT using RT's web interface; it should use whatever cert you have defined in the virtual host entry for RT. Here is how my fetchmailrc calls rt-mailgate: mda /usr/bin/perl /usr/bin/rt-mailgate --url https://localhost/rt \ --queue support --action correspond -Rob RT Training Sessions (http://bestpractical.com/services/training.html) * Boston - March 5 6, 2012 RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012 RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] RT and Filemaker?
On Mon, Jan 9, 2012 at 23:50, Josh Tackitt tacki...@reed.edu wrote: Does anyone have RT configured to talk with a Filemaker database via ODBC? Is that even possible? Should be through DBI and DBD::ODBC driver. I know Filemaker allows ODBC/JDBC connections. I know that RT is nicely robust and I'd expect it to be capable of something like this. I just can't find any examples or confirmation. Thanks, Josh -- Reed College Computer Hardware Services 503-788-6661 RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012 -- Best regards, Ruslan. RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
[rt-users] Queue issue when using Requestor perms
A priv'd user creates a ticket in queue A. An Admin moves it to queue B. Queue B has create/reply perms for Everyone (temporarily) and Comment/View CF/View Queue/View Ticket Summaries for Requestor. The requestor can continue to see the ticket (logged out and back in to confirm this isn't a caching thing) and comment/reply. However, if they click on The Basics, the queue field resets back to the original queue A and the current queue B is not in the list. If they save anything, it moves it back to the original queue A. Shouldn't the current queue B be there since view queue is set for Requestor? In fact, if you add all the perms together for this requestor, it matches or exceeds the original queue. Rt 4.0.4. Thanks! Brent RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
[rt-users] Modifying a ticket via mobile interface
RT 4.0.4... Like the mobile interface, except its seems you can't modify a ticket (or in my case specifically, a CustomField)? I looked at the /m/ folder and there is a modify file, but its empty of code. Is this right? Forthcoming? ETA? This would be a HUGE benefit to us since our change control approvers could do it right from their phones in our meeting... Thanks, Brent RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] setting up approvals on RT 4.0.1
Hi Can any one tell me what I am doing wrong??
Thanks and regards
From: Asanka Gunasekera asanka_gunasek...@yahoo.co.uk
To: Asanka Gunasekera asanka_gunasek...@yahoo.co.uk;
rt-users@lists.bestpractical.com rt-users@lists.bestpractical.com
Sent: Thursday, 5 January 2012, 11:53
Subject: Re: [rt-users] setting up approvals on RT 4.0.1
Hi, the steps which I have taken while trying to setup Approvals as follows
1) Create queue PO-Qre
a) Create template Create Approvals
===Create-Ticket: poreq Subject: Approve purchase order for
{$Tickets{'TOP'}-Subject} Depended-On-By: TOP Queue:
Approvals-PO Type: approval Owner: username-of-owner #note
this is so that notifications work properly Content: Someone has
created a purchase requisition. Please review and approve it, so they can
spend some money. ENDOFCONTENT
b) Create the script Create PO-Req approval
Description: Create PO Req approval Condition: On Create
Action: Create Tickets Template: Create Approval Stage:
TransactionCreate
c)gave permission to the users who can create tickets under PO-Req
2) Create Approvals-PO queue
d)Copy templates from _Approvals (or ran the script)
e)Set the reply address to PO-Req
f)Add the people as AddminCC who are to approve the ticlets
Now when I create a ticket under PO-Req, in the log it says it is creating
ticket in Approvel-PO queue.
But I am unable to find the tickets in the DB or under Approvals tab
Can some one tell me what is going
on!!!
Thanks and best Regards
From: Asanka Gunasekera asanka_gunasek...@yahoo.co.uk
To: rt-users@lists.bestpractical.com rt-users@lists.bestpractical.com
Sent: Thursday, 5 January 2012, 11:02
Subject: Re: [rt-users] setting up approvals on RT 4.0.1
Thanks you for the reply
Best Regards
From: Kevin Falcone falc...@bestpractical.com
To: rt-users@lists.bestpractical.com
Sent: Tuesday, 3 January 2012, 23:34
Subject: Re: [rt-users] setting up approvals on RT 4.0.1
On Thu, Dec 29, 2011 at 08:04:15AM +, Asanka Gunasekera
wrote:
Hi All, I am trying to set up approvals on RT 4.0.1 and I am following
http://requesttracker.wikia.com/wiki/ApprovalCreation
but in this document it talks about copying scripts and templates from
_Approval queue.
I can only find 5 templates but there are no scripts
Those Scrips were replaced in about mid-3.8 with
RT::Approval::Rules::*. You shouldn't need to copy them anywhere in
order to use Approvals. You'll want to modify the Templates as needed
and set up your CreateTickets scrip to actually create the Approvals
tickets.
-kevin
RT Training Sessions (http://bestpractical.com/services/training.html)
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March 5 6, 2012
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston — March 5 6, 2012
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston March 5 6, 2012
