[rt-users] How to add a link in the quickbar ?
Hello, I wish to add a link for all authenticated users (privileged and unprivileged) in the Quickbar or PersonalQuickBar. What is the best way of making this (RT 4.0.6) ? Thanks for your help, Horst Note Importante: Le contenu de ce courriel est uniquement réservé à la personne ou l'organisme à qui il est destiné. Si vous n'êtes pas le destinataire prévu, veuillez nous en informer au plus vite et détruire le présent courriel. Dans ce cas, il ne vous est pas permis de copier ce courriel, de le distribuer ou de l'utiliser de quelque manière que ce soit. Important Notice: The content of this e-mail is intended only and solely for the use of the named recipient or organization. If you are not the named recipient, please inform us immediately and delete the present e-mail. In this case, you are not allowed to copy, distribute or use this e-mail in any way. Final RT training for 2012 in Atlanta, GA - October 23 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs
[rt-users] Signing by default
Hi, when a user responds to a ticket at our site, the message is forwarded to all interested parties and the user's name and email is untouched (i.e. no 'via RT', changed mail or anything else). We would like to enable default signing, but there is a problem with those mails. As they have an email address the RT does not have the secret key for, they are not sent. We in fact only need to enable default signing for messages created via web interface. Is there some clean way to do it? I know that I can hack the SignEncryptWidget and hardcode the Sign value there, thus forcing the signing only in the web interface, but this does not seem like a long-term solution. Do you have any idea for clean solution? Thanks, Martin Final RT training for 2012 in Atlanta, GA - October 23 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs
Re: [rt-users] Customize Notifications (on correspond send e-mail to all requestors and Ccs)
Hi Thomas, Thanks for your reply. When I disable those scrips I get the following effect: - First off, the behavior I want to disable is disabled. - But, the autoreply scrip doesn't work anymore. - And, any type of outgoing mail stops working. RT simply registers the correspondence when you send a reply but doesn't record outgoing mail. I guess what I want to achieve is the following: 1. Leave the autoreply upon ticket creating in tact, we want to keep the ability to send requestors a default mail with their ticket ID + a small note that we're working on it and that we've received the mail correctly. 2. Keep the ability to actually send e-mails to requestors or to one-time cc's. 3. But disable the feature where an incoming mail for a ticket triggers something which sends an e-mail to all requestors/cc's. This specific feature is something that we'd want to disable for all queue's, but when we manually send an e-mail from RT to one or more people then the mail has to go to those people that we've selected during creating the correspondence. 4. Also, other scrips that send mails when someone sets you as an owner, etc. should also keep working. Just the feature of point 3 which is triggered upon receiving an e-mail is what we want to disable. I'm assuming then that I'd have to modify the behavior of these scrips so that they only trigger when sent from RT itself. I'm assuming this means that I'll have to write a custom condition for these scrips, what would be the best way to do this? I'd probably need to get the original condition and then modify it, but where do I find this? (and where to start) -- Bart 2012/9/27 Thomas Sibley t...@bestpractical.com On 09/25/2012 02:28 AM, Bart wrote: By default, when you have a ticket and linked a few requestors and cc's to that ticket RT will send an e-mail to everyone when someone sends an e-mail to RT with the ticket ID in the subject. We\re looking for the ability to disable this feature for a few queue's. Do you want to disable it only for incoming email to the ticket or all on replies to the ticket including those from the web? The problem however is that I'm unable to figure out which scrip I need to modify to achieve this, I'm guessing between the following scrips but I keep breaking unwanted things when I disable one of them: * On Correspond Notify Other Recipients * On Correspond Notify Requestors and Ccs * On Comment Notify Other Recipients as Comment On Correspond Notify Requestors and Ccs is the default scrip shipped with RT which handles the behaviour you described above. On Correspond Notify Other Recipients handles the One-time Cc and One-time Bcc fields in the web UI and technically may be triggered by incoming email as well with the headers RT-Send-Cc and RT-Send-Bcc. Most of the time this scrip only fires on web replies. On Comment ... deals only with comments, not replies (correspondence). When looking around I found the extension RT::Extension::NotificationMatrix but it doesn't really seem to exist on the CPAN pages + installation instructions aren't available for installing this plugin from the Git repository. Apart from the nice find, I'm not jumping on the idea of using this extension when there's barely any documentation available. Your intuition is correct. NotificationMatrix is a nice idea in concept, but the implementation in the git repo has a few... quirks. It's also a) only compatible with 3.8 and b) built upon a subsystem of RT that's getting removed in 4.2. So my main question is how to disable the described notification behavior when someone sends a reply to a ticket? Which scrip do I disable or edit for this behavior to change? If you're looking to disable ALL redistribution of replies to tickets, both via email and the web, you can disable the first two scrips you list above (change their Stage to disabled). Since these are global scrips, however, that'll affect all queues. To only affect certain queues, you can create an intentionally blank Correspondence template in each desired queue. (The On Correspond scrips you mention above use the Correspondence template unless you've changed it to something else.) Queue level templates override global ones with the same name for tickets in that queue, and blank templates suppress mail. Hopefully that helps. Thomas Final RT training for 2012 in Atlanta, GA - October 23 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs Final RT training for 2012 in Atlanta, GA - October 23 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs
Re: [rt-users] different signature depending on queue
On Wed, Sep 26, 2012 at 03:46:49PM +0200, inb...@telenet.be wrote:
We have different queues over here in RT4.
Every department used to have one or more queues.
If a ticket did need some action/response from a colleague from another
department, the ticket
was transferred to that queue.
But now we have some 'hybrid' queues with tickets that must be handled
by people from
different departments together.
And their signature should be mentioning something else than the
signature that is put in if
they respond to tickets in their 'native' queue.
So how can I make the signature queue dependent per user?
Most people implement this in queue specific templates, depending on
how much customization is needed per user (you can pair templates and
user custom fields to achieve most things).
There is no built-in per-queue signature functionality.
I have tested some stuff and I have created a new template.
I have included the signature (mix of variables and plain text) after {
$Transaction-Content() }
It works, but the 'signature' gets (ofcourse) included at the bottom of the
mail which is not good if you have a tickets with multiple comments in it.
If it was a regular signature, RT would include it at the bottom of
the email too (it would go after all the quoted text). I'm not sure
how that's different from being at the bottom of the Template.
If you want a custom signature to go at the top of the quote text when
you reply, you'd need to use a callback to do this in the web ui.
-kevin
pgpdo6p9T7jyg.pgp
Description: PGP signature
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Re: [rt-users] How to link SLAs to customer (requestors) or groups
On Wed, Sep 26, 2012 at 04:49:43PM +0200, Hans Vos | Drecomm wrote: We are looking into implementing RT for our organization. For this to work we need to have SLA support. I found an extension for this and as I understand it an SLA is assigned based on a queue. This behavior is slightly confusing to me and I don't see how this would work. SLAs are linked to customers and when an employee from company X sends us an e-mail (where company X has a Bronze SLA) we would like RT to assign that particular SLA to the ticket. For this to work I think SLAs need to be linked to requestors or maybe groups. We then link the contact for that company to the group as requestors. In this case, you have a Bronze queue that people email (that's how we do it). However, I've implemented user specific overrides by creating a User custom field and on ticket creation, if the user has the custom field set, overriding the queue default SLA value. You could do similar things by checking the requestor's groups for CFs rather than checking the Requestor for CFs. -kevin pgpEA1LLUwTel.pgp Description: PGP signature Final RT training for 2012 in Atlanta, GA - October 23 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs
Re: [rt-users] How to add a link in the quickbar ?
On Thu, Sep 27, 2012 at 06:46:29AM +, Kriegers Horst wrote: I wish to add a link for all authenticated users (privileged and unprivileged) in the Quickbar or PersonalQuickBar. What is the best way of making this (RT 4.0.6) ? This wiki article should cover the basics. http://requesttracker.wikia.com/wiki/Menus -kevin pgp0GMM7mWJmL.pgp Description: PGP signature Final RT training for 2012 in Atlanta, GA - October 23 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs
[rt-users] Auto create user default password
Is there a way when a user is auto created because of an email they sent to have a password set for them automatically when the user is created? Mark Final RT training for 2012 in Atlanta, GA - October 23 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs
Re: [rt-users] Signing by default
On 09/27/2012 01:53 AM, Martin Drasar wrote: when a user responds to a ticket at our site, the message is forwarded to all interested parties and the user's name and email is untouched (i.e. no 'via RT', changed mail or anything else). This behaviour is strange. Why are you setting From: to individual email addresses instead of back into RT? We would like to enable default signing, but there is a problem with those mails. As they have an email address the RT does not have the secret key for, they are not sent. We in fact only need to enable default signing for messages created via web interface. Is there some clean way to do it? I know that I can hack the SignEncryptWidget and hardcode the Sign value there, thus forcing the signing only in the web interface, but this does not seem like a long-term solution. Do you have any idea for clean solution? Use a small bit of javascript in a callback to twiddle the Sign checkbox on update pages. Clean customization, no need to hack up core components. Final RT training for 2012 in Atlanta, GA - October 23 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs
[rt-users] modify behavior of the Take action?
We have a saved search on our Dashboards for Unowned Tickets that displays the Owner as Nobody. Clicking on Nobody makes you the owner and then displays the ticket. How would we change the behavior such that ownership is changed but we don't get redirected to the ticket? We'd prefer to stay in our dashboard, if possible. Thanks, Josh -- Reed College Computer Hardware Services 503-788-6661 Final RT training for 2012 in Atlanta, GA - October 23 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs
Re: [rt-users] How to add a link in the quickbar ?
Thanks, I've now a new item on my menu, it's OK. Now have 2 questions : - This new item is (automatically ?) inserted between the items Tool and Configuration . It's possible to change the sort order so that my new item is always positioned at the end of the menu ? - This new item is accessible only for Privileged users, how it's possible to make this accessible for all authenticated users (Privileged and unprivileged) ? Horst Ps Sorry for my poor English ... Note Importante: Le contenu de ce courriel est uniquement réservé à la personne ou l'organisme à qui il est destiné. Si vous n'êtes pas le destinataire prévu, veuillez nous en informer au plus vite et détruire le présent courriel. Dans ce cas, il ne vous est pas permis de copier ce courriel, de le distribuer ou de l'utiliser de quelque manière que ce soit. Important Notice: The content of this e-mail is intended only and solely for the use of the named recipient or organization. If you are not the named recipient, please inform us immediately and delete the present e-mail. In this case, you are not allowed to copy, distribute or use this e-mail in any way. Final RT training for 2012 in Atlanta, GA - October 23 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs
