Re: [rt-users] RT rights

[ABD EL MALEK BOUBARNOUS]

Thank you Aaron for your answer,

Actually I'm trying to make a user see its owned tickets only (and not
access the other tickets existing in the queue), beside to be able to
respond to them and modify their status.

Regards,

Abdelmalek

2015-04-23 22:44 GMT+01:00 Aaron Guise :

> I am pretty sure that owners must be privileged. Just owning the ticket is
> not very useful. The owner should operate on the ticket eg change status
> which requires further rights.
>
> Unsure why an unprivileged user should need to be a ticket owner anyway. I
> have never encountered such a use case.
>
> Maybe you can provide some more detail around what you are trying to
> achieve.
>
> --
> Regards,
>
> Aaron
>
> On Fri, 24 Apr 2015 at 6:14 am ABD EL MALEK BOUBARNOUS <
> abdelmalekboubarn...@student.emi.ac.ma> wrote:
>
>> Hi everyone,
>>
>>  I would like to know how to enable an unprivileged user to
>> be assigned tickets.
>>
>>   Although I'm giving the 'OwnTicket' right to  the unprivileged group I
>> can't see the name of the unprivileged user in dropdown list for theowner
>> field when creating a new ticket. can you please tell what I did wrong
>>
>> Thanks in advance,
>>
>

Re: [rt-users] RT rights

[Aaron Guise]

I am pretty sure that owners must be privileged. Just owning the ticket is
not very useful. The owner should operate on the ticket eg change status
which requires further rights.

Unsure why an unprivileged user should need to be a ticket owner anyway. I
have never encountered such a use case.

Maybe you can provide some more detail around what you are trying to
achieve.

--
Regards,

Aaron
On Fri, 24 Apr 2015 at 6:14 am ABD EL MALEK BOUBARNOUS <
abdelmalekboubarn...@student.emi.ac.ma> wrote:

> Hi everyone,
>
>  I would like to know how to enable an unprivileged user to
> be assigned tickets.
>
>   Although I'm giving the 'OwnTicket' right to  the unprivileged group I
> can't see the name of the unprivileged user in dropdown list for theowner
> field when creating a new ticket. can you please tell what I did wrong
>
> Thanks in advance,
>

[rt-users] Giving the right "OwnTicket" to the unprivileged group

[HAMZA ABOULANOUAR]

Hello everyone,

I'm using RT 4.2, and I have two question?

The first question : Please, is it possible that a user can own tickets
knowing that he belongs to the group unprivileged and I give the right
"OwnTicket" to the group unprivileged.
My problem: when i would like to chose this user in a ticket I don't find
it in the list box of owners.
 The second question: when I'm logging with this unprivileged user in the
self-service UI, I can watch other's tickets even if I'm not the owner,
please is there a solution where the unprivileged user can see just tickets
where he is the owner.

please help me I'm blocked in my project;

Thanks a lot, yours sincerely.

[rt-users] RT rights

[ABD EL MALEK BOUBARNOUS]

Hi everyone,

 I would like to know how to enable an unprivileged user to
be assigned tickets.

  Although I'm giving the 'OwnTicket' right to  the unprivileged group I
can't see the name of the unprivileged user in dropdown list for theowner
field when creating a new ticket. can you please tell what I did wrong

Thanks in advance,

Re: [rt-users] Assets for RT (RT::Extension:Assets) - Help with perl script

[Brumm, Torsten / Kuehne + Nagel / Ham GI-ID]

Hi Emmanuel,
not sure if you already fixed your Problem, here is a possible Solution:

https://github.com/tbrumm/rt-extension-assets/blob/master/lib/RT/CustomFieldValues/Assets.pm

Torsten

Von: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] Im Auftrag von 
Emmanuel Lacour
Gesendet: Freitag, 10. April 2015 19:02
An: rt-users@lists.bestpractical.com
Betreff: Re: [rt-users] Assets for RT (RT::Extension:Assets) - Help with perl 
script

Le 10/04/2015 13:06, Carl van Litsenborgh a écrit :
I have a standard installation of RT4 with the extension RT::Extension:Assets 
added.

I wrote a perl script (based on the many examples on the RT WIKI contributions 
pages) to scan through all open tickets reporting (in HTML) certain key 
performance indicators for me.

I would like to extend this perl script to ALSO scan through all “assets” in my 
RT database and to report on the content of a certain asset custom field (call 
it Asset_Status).

I have searched the mailing lists and internet for some guidance, but found 
none.

Can someone please help me (or guide me) with a perl code snippet showing the 
basics of how to loop (in perl API) through all assets in RT, and to extract 
the information (text field) of s specific custom field assigned to all assets 
to get me started.



something like:

my $Catalog = RT::Catalog->new( RT->SystemUser );
$Catalog->Load('Informatique');

my $Assets = RT::Assets->new( RT->SystemUser );
$Assets->LimitCatalog(VALUE => $Catalog->id);

my $CustomField = RT::CustomField->new( RT->SystemUser );
$CustomField->LoadByName( Name => 'Marque', LookupType => 
'RT::Catalog-RT::Asset' );
$Assets->LimitCustomField( CUSTOMFIELD => $CustomField->id, VALUE => 'CANON' );

print "Found: ".$Assets->Count." asset(s)\n";

while (my $Asset = $Assets->Next) {
print "Found asset number: ".$Asset->id."\n";
}




--

Easter-eggs  Spécialiste GNU/Linux

44-46 rue de l'Ouest  -  75014 Paris  -  France -  Métro Gaité

Phone: +33 (0) 1 43 35 00 37-   Fax: +33 (0) 1 43 35 00 76

mailto:elac...@easter-eggs.com  -   http://www.easter-eggs.com

Kühne + Nagel (AG & Co.) KG
Rechtsform: Kommanditgesellschaft, Bremen HRA 21928, USt-IdNr.: DE 812773878.
Geschäftsleitung Kühne + Nagel (AG & Co.) KG: Reiner Heiken (Vors.), Dirk 
Blesius, Martin Brinkmann, Holger Ketz, Jan-Hendrik Köstergarten, Christian 
Solf, Lars Wedel, Jens Wollesen.
Persönlich haftende Gesellschafterin: Kühne & Nagel A.G., Rechtsform: 
Aktiengesellschaft nach luxemburgischem Recht, HR-Nr.: B 18745, 
Geschäftsführendes Verwaltungsratsmitglied: Karl Gernandt.
Geschäftsleitung Region Westeuropa: Yngve Ruud (Vors.), Richard Huhn, Björn 
Johansson, Jan Kunze, Bruno Mang, Stefan Paul, Holger Ketz, Dominic Edmonds.

Wir arbeiten ausschließlich auf Grundlage der Allgemeinen Deutschen 
Spediteursbedingungen (ADSp), jeweils neuester Fassung. Wir verweisen 
insbesondere auf die vom Gesetz abweichenden Haftungsbeschränkungen von Ziffer 
23 und 24 ADSp. Den vollständigen Text der ADSp übersenden wir Ihnen gerne auf 
Anfrage und können Sie auch unter http://www.kuehne-nagel.com einsehen. 
Ergänzend wird vereinbart, dass (1) Ziffer 27 ADSp im Rahmen internationaler 
Übereinkommen weder unsere Haftung noch die Zurechnung des Verschuldens von 
Leuten und sonstigen Dritten zu Gunsten des Auftraggebers erweitert, und (2) 
wir in den im deutschen Seehandelsrecht aufgeführten Fällen des nautischen 
Verschuldens oder Feuer an Bord nur für eigenes Verschulden und (3) im Sinne 
der CMNI genannten Voraussetzungen nicht für nautisches Verschulden, Feuer an 
Bord oder Mängel des Schiffes haften.

[rt-users] Cannot get JumpToFrontPageOnTicketResolve to work.

[Johan Sundström]

I have followed this: 
http://requesttracker.wikia.com/wiki/JumpToFrontPageOnTicketResolve
See attachment for my conf.  But nothing is happening when i resolve a ticket.
If i check the source of the page after a resolve, the meta-string is not 
inserted at all.

Using RT 4.2.10, is this script not compatible?

Regards

Johan Sundström / IT-Ansvarig
Västerbottens museum
www.vbm.se

Re: [rt-users] Script for AutoResolving after X days?

[Joop van de Wege]

"Johan Sundström"  schreef op 23 april 2015 13:35:12 
CEST:
>Hi!
>
>I would like to be able to auto-resolve tickets i have replyied to if i
>dont get a response from the user in X days. Anyone know of a script to
>make this happen?
>I looked on the contributions-page but could not find anything
>suitable..
>
Have a look at rt-crontool. There are a couple of nice examples on the 
bestpractical website in the docs section about automating RT.

Joop

Re: [rt-users] Script for AutoResolving after X days?

[Johan Sundström]

True.. If i could set a status when I'm done, and "maybe" the user is going to 
respond, but not sure, that would be best.

Possible scenario now is:

1: I receive ticket.
2: I fix the problem
3: notify user
4: I resolve ticket
5: User reply, "Thanks!"
6: Ticket re-opens.
7: I have to resolve it again..

So, some kind of auto-resolve after X days if status it set to X would 
definitely be nice!

/J

Johan Sundström / IT-Ansvarig
090-163951
Västerbottens museum
www.vbm.se

Från: Sally Ainsley 
mailto:sally.ains...@lifecycle-software.com>>
Datum: torsdag den 23 april 2015 v.17 13:56
Till: Johan Sundström mailto:johan.sundst...@vbm.se>>, 
"rt-users@lists.bestpractical.com" 
mailto:rt-users@lists.bestpractical.com>>
Ämne: RE: [rt-users] Script for AutoResolving after X days?

Hi Johan

I don't know how to do this but I would be interested also - however I think 
you would want to have a specific 'STATUS' e.g. Awaiting Closure for this 
otherwise you may get tickets closed when you were in a correspondence trail 
with a customer.

Sally

Sally Ainsley | Lifecycle Software |

From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of 
Johan Sundström
Sent: 23 April 2015 12:35
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Script for AutoResolving after X days?

Hi!

I would like to be able to auto-resolve tickets i have replyied to if i dont 
get a response from the user in X days. Anyone know of a script to make this 
happen?
I looked on the contributions-page but could not find anything suitable..

Best Wishes

Johan Sundström / IT-Ansvarig
090-163951
Västerbottens museum
www.vbm.se

Re: [rt-users] Script for AutoResolving after X days?

[Sally Ainsley]

Hi Johan

 

I don’t know how to do this but I would be interested also – however I think
you would want to have a specific ‘STATUS’ e.g. Awaiting Closure for this
otherwise you may get tickets closed when you were in a correspondence trail
with a customer. 

 

Sally

 

Sally Ainsley | Lifecycle Software |

 

From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf
Of Johan Sundström
Sent: 23 April 2015 12:35
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Script for AutoResolving after X days?

 

Hi! 

 

I would like to be able to auto-resolve tickets i have replyied to if i dont
get a response from the user in X days. Anyone know of a script to make this
happen?

I looked on the contributions-page but could not find anything suitable.. 

 

Best Wishes

 

Johan Sundström / IT-Ansvarig

090-163951

Västerbottens museum

www.vbm.se  

[rt-users] Script for AutoResolving after X days?

[Johan Sundström]

Hi!

I would like to be able to auto-resolve tickets i have replyied to if i dont 
get a response from the user in X days. Anyone know of a script to make this 
happen?
I looked on the contributions-page but could not find anything suitable..

Best Wishes

Johan Sundström / IT-Ansvarig
090-163951
Västerbottens museum
www.vbm.se