Re: [rt-users] Replying to the same ticket at same time.

[Joop]

On 21-3-2016 20:48, Parish, Brent wrote:
> 4.4 offers a "ticket locked" message that you can leverage
>
>
>
Are you referring to core functionality? because I haven't seen that
mentioned in the 4.4 Readme.
I'm aware of the extension RT::Extension::TicketLocking but haven't
tried if its compatible with 4.4.

Regards,

Joop

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RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
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Re: [rt-users] Replying to the same ticket at same time.

[Jesse Maseto]

Thank you both for your help.

-Jesse



Jesse Maseto
Head of Support
ByWater Solutions
Support & Consulting for OSS
Office - Stratford,CT
T/F 888.900.8944
http://bywatersolutions.com
je...@bywatersolutions.com



On Mon, Mar 21, 2016 at 3:48 PM, Parish, Brent  wrote:

> 4.4 offers a "ticket locked" message that you can leverage
>
>
> -Original Message-
> From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On
> Behalf Of Matt Zagrabelny
> Sent: Monday, March 21, 2016 3:13 PM
> To: Jesse Maseto 
> Cc: rt-users 
> Subject: Re: [rt-users] Replying to the same ticket at same time.
>
> On Mon, Mar 21, 2016 at 2:09 PM, Jesse Maseto 
> wrote:
> > Scenario: Two different employees are working on and replying to the
> > same ticket at the same time.
> >
> > Is there a way to send a notification that this ticket has already
> > been replied to before the second reply is sent? or while the second
> > employee has the ticket open?
>
> You could grant ReplyTo to only the Owner and Requestors of the ticket.
>
> Sometimes Owner can be used as a mutex for the ticket.
>
> -m
> -
> RT 4.4 and RTIR Training Sessions
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> * Washington DC - May 23 & 24, 2016
>
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Re: [rt-users] Replying to the same ticket at same time.

[Parish, Brent]

4.4 offers a "ticket locked" message that you can leverage


-Original Message-
From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of 
Matt Zagrabelny
Sent: Monday, March 21, 2016 3:13 PM
To: Jesse Maseto 
Cc: rt-users 
Subject: Re: [rt-users] Replying to the same ticket at same time.

On Mon, Mar 21, 2016 at 2:09 PM, Jesse Maseto  
wrote:
> Scenario: Two different employees are working on and replying to the 
> same ticket at the same time.
>
> Is there a way to send a notification that this ticket has already 
> been replied to before the second reply is sent? or while the second 
> employee has the ticket open?

You could grant ReplyTo to only the Owner and Requestors of the ticket.

Sometimes Owner can be used as a mutex for the ticket.

-m
-
RT 4.4 and RTIR Training Sessions 
https://urldefense.proofpoint.com/v2/url?u=https-3A__bestpractical.com_training=CwICAg=VCWpAYkS3z1bOCIxc-BPGZarCq9MRCAVxZJE051VqH8=luSRdPePk6fhFa3rH2PFBzWEtgcJguY0a__6vpfaX-I=rNvi5hnZijpW7PIBzUjRmHwQQIkuCXjyQqVJdxu_C24=zsjgWcb5TvEHGXJBv8MsIV1cNPRl0XANpXLe53fOLBw=
* Washington DC - May 23 & 24, 2016
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Re: [rt-users] Replying to the same ticket at same time.

[Matt Zagrabelny]

On Mon, Mar 21, 2016 at 2:09 PM, Jesse Maseto
 wrote:
> Scenario: Two different employees are working on and replying to the same
> ticket at the same time.
>
> Is there a way to send a notification that this ticket has already been
> replied to before the second reply is sent? or while the second employee has
> the ticket open?

You could grant ReplyTo to only the Owner and Requestors of the ticket.

Sometimes Owner can be used as a mutex for the ticket.

-m
-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Washington DC - May 23 & 24, 2016

[rt-users] Replying to the same ticket at same time.

[Jesse Maseto]

Scenario: Two different employees are working on and replying to the same
ticket at the same time.

Is there a way to send a notification that this ticket has already been
replied to before the second reply is sent? or while the second employee
has the ticket open?

Thank you for your help.

-Jesse Maseto


Jesse Maseto
Head of Support
ByWater Solutions
Support & Consulting for OSS
Office - Stratford,CT
T/F 888.900.8944
http://bywatersolutions.com
je...@bywatersolutions.com
-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Washington DC - May 23 & 24, 2016

Re: [rt-users] RT worklfow with approvers, chosen from list

[zux]

Thanks, this worked like a charm. Can't believe I spent almost a day 
dancing around this...


Is there a way I can create 3 more children tickets after the approval 
and transfer some of the custom fields to those child tickets?


On 2016.03.21. 15:22, Jim Brandt wrote:
Looks like that line has $Ticket{TOP} rather than $Tickets{'TOP'} like 
the others. The quotes shouldn't matter, but the missing 's' 
definitely does.


On 3/21/16 6:25 AM, zux wrote:

Hi,
i have been trying to create a workflow, i'll try to describe it here:
User A from group HR creates a new ticket in queue "New employee".
User A chooses a value from a custom field called "Manager", this is 
a "Select one value" custom field with a drop down.

The values in custom field "Manager" are usernames of managers.
Now i would like to create an approval ticket, with owner - custom 
field "Manager" value.


I have tried, without success, this code in template:

===Create-Ticket: Jauns Darbinieks
Subject: New employee  {$Tickets{'TOP'}->Subject}
Depended-On-By: {$Tickets{'TOP'}->Id}
Queue: ___Approvals
Type: approval
Owner: {$Ticket{TOP}->FirstCustomFieldValue('Manager')}

I get this error:
Owner: Can't call method "FirstCustomFieldValue" on an undefined 
value at template line 6.


How do i correctly forward the value of that custom field?

The question also relates to the next part of my workflow. After the 
manager approves the ticket, i would like to create 2-3 more tickets. 
And each one of them would need to get some custom fields from the 
parent ticket (but not all)
something like this - It would get a ticket with the username and 
what computer should be given

security would also get a ticket with info about access restrictions
accounting would get some other info, that security and it should not 
be able to see


How do i correctly forward these custom fields to children tickets?
-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Washington DC - May 23 & 24, 2016


-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Washington DC - May 23 & 24, 2016


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RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Washington DC - May 23 & 24, 2016

[rt-users] Fwd: Re: RT worklfow with approvers, chosen from list

[zux]

Sorry, accidentally answered to Martin privately.



 Forwarded Message 
Subject:Re: [rt-users] RT worklfow with approvers, chosen from list
Date:   Mon, 21 Mar 2016 13:58:18 +0200
From:   zux 
To: martin.whel...@greenhills-it.co.uk



Hi, sorry if i'm missing something simple here.
I tried your suggestions
this

my $cf = $Ticket{TOP}->LoadCustomFieldByIdentifier("Manager");

gave me an error when saving template:

Couldn't compile template codeblock 'TOP': Bareword "TOP" not allowed
while "strict subs" in use at template line 2

So I tried adding {}

$cf = {$Ticket{TOP}->LoadCustomFieldByIdentifier("Manager")};

this one I could save, bet when creating a ticket, it gave this error in
log:

[10174] [Mon Mar 21 11:53:36 2016] [debug]: Workflow: yielding $cf =
Can't call method "LoadCustomFieldByIdentifier" on an undefined value at
template line 1.

Am i missing something?

Thanks


On 2016.03.21. 13:08, Martin Wheldon wrote:

Hi Janus,

Details of how to do this can be found in the documentation:

https://docs.bestpractical.com/rt/4.4.0/RT/Ticket.html#LoadCustomFieldByIdentifier


You need to load the custom field before accessing its value,
something like the following should work. Not tested I'm afraid.

my $cf = $Ticket{TOP}->LoadCustomFieldByIdentifier("Manager");
Owner: {$Ticket{TOP}}->FirstCustomFieldValue($cf->Name)}


Best Regards

Martin

On 2016-03-21 10:25, zux wrote:

Hi,
i have been trying to create a workflow, i'll try to describe it here:
User A from group HR creates a new ticket in queue "New employee".
User A chooses a value from a custom field called "Manager", this is a
"Select one value" custom field with a drop down.
The values in custom field "Manager" are usernames of managers.
Now i would like to create an approval ticket, with owner - custom
field "Manager" value.

I have tried, without success, this code in template:

===Create-Ticket: Jauns Darbinieks
Subject: New employee  {$Tickets{'TOP'}->Subject}
Depended-On-By: {$Tickets{'TOP'}->Id}
Queue: ___Approvals
Type: approval
Owner: {$Ticket{TOP}->FirstCustomFieldValue('Manager')}

I get this error:
Owner: Can't call method "FirstCustomFieldValue" on an undefined value
at template line 6.

How do i correctly forward the value of that custom field?

The question also relates to the next part of my workflow. After the
manager approves the ticket, i would like to create 2-3 more tickets.
And each one of them would need to get some custom fields from the
parent ticket (but not all)
something like this - It would get a ticket with the username and what
computer should be given
security would also get a ticket with info about access restrictions
accounting would get some other info, that security and it should not
be able to see

How do i correctly forward these custom fields to children tickets?
-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Washington DC - May 23 & 24, 2016

-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Washington DC - May 23 & 24, 2016




-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Washington DC - May 23 & 24, 2016

Re: [rt-users] RT worklfow with approvers, chosen from list

[Jim Brandt]

Looks like that line has $Ticket{TOP} rather than $Tickets{'TOP'} like 
the others. The quotes shouldn't matter, but the missing 's' definitely 
does.


On 3/21/16 6:25 AM, zux wrote:

Hi,
i have been trying to create a workflow, i'll try to describe it here:
User A from group HR creates a new ticket in queue "New employee".
User A chooses a value from a custom field called "Manager", this is a 
"Select one value" custom field with a drop down.

The values in custom field "Manager" are usernames of managers.
Now i would like to create an approval ticket, with owner - custom 
field "Manager" value.


I have tried, without success, this code in template:

===Create-Ticket: Jauns Darbinieks
Subject: New employee  {$Tickets{'TOP'}->Subject}
Depended-On-By: {$Tickets{'TOP'}->Id}
Queue: ___Approvals
Type: approval
Owner: {$Ticket{TOP}->FirstCustomFieldValue('Manager')}

I get this error:
Owner: Can't call method "FirstCustomFieldValue" on an undefined value 
at template line 6.


How do i correctly forward the value of that custom field?

The question also relates to the next part of my workflow. After the 
manager approves the ticket, i would like to create 2-3 more tickets. 
And each one of them would need to get some custom fields from the 
parent ticket (but not all)
something like this - It would get a ticket with the username and what 
computer should be given

security would also get a ticket with info about access restrictions
accounting would get some other info, that security and it should not 
be able to see


How do i correctly forward these custom fields to children tickets?
-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Washington DC - May 23 & 24, 2016


-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Washington DC - May 23 & 24, 2016

Re: [rt-users] RT worklfow with approvers, chosen from list

[Martin Wheldon]

Hi Janus,

Details of how to do this can be found in the documentation:

https://docs.bestpractical.com/rt/4.4.0/RT/Ticket.html#LoadCustomFieldByIdentifier

You need to load the custom field before accessing its value,
something like the following should work. Not tested I'm afraid.

my $cf = $Ticket{TOP}->LoadCustomFieldByIdentifier("Manager");
Owner: {$Ticket{TOP}}->FirstCustomFieldValue($cf->Name)}


Best Regards

Martin

On 2016-03-21 10:25, zux wrote:

Hi,
i have been trying to create a workflow, i'll try to describe it here:
User A from group HR creates a new ticket in queue "New employee".
User A chooses a value from a custom field called "Manager", this is a
"Select one value" custom field with a drop down.
The values in custom field "Manager" are usernames of managers.
Now i would like to create an approval ticket, with owner - custom
field "Manager" value.

I have tried, without success, this code in template:

===Create-Ticket: Jauns Darbinieks
Subject: New employee  {$Tickets{'TOP'}->Subject}
Depended-On-By: {$Tickets{'TOP'}->Id}
Queue: ___Approvals
Type: approval
Owner: {$Ticket{TOP}->FirstCustomFieldValue('Manager')}

I get this error:
Owner: Can't call method "FirstCustomFieldValue" on an undefined value
at template line 6.

How do i correctly forward the value of that custom field?

The question also relates to the next part of my workflow. After the
manager approves the ticket, i would like to create 2-3 more tickets.
And each one of them would need to get some custom fields from the
parent ticket (but not all)
something like this - It would get a ticket with the username and what
computer should be given
security would also get a ticket with info about access restrictions
accounting would get some other info, that security and it should not
be able to see

How do i correctly forward these custom fields to children tickets?
-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Washington DC - May 23 & 24, 2016

-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Washington DC - May 23 & 24, 2016

[rt-users] RT worklfow with approvers, chosen from list

[zux]

Hi,
i have been trying to create a workflow, i'll try to describe it here:
User A from group HR creates a new ticket in queue "New employee".
User A chooses a value from a custom field called "Manager", this is a 
"Select one value" custom field with a drop down.

The values in custom field "Manager" are usernames of managers.
Now i would like to create an approval ticket, with owner - custom field 
"Manager" value.


I have tried, without success, this code in template:

===Create-Ticket: Jauns Darbinieks
Subject: New employee  {$Tickets{'TOP'}->Subject}
Depended-On-By: {$Tickets{'TOP'}->Id}
Queue: ___Approvals
Type: approval
Owner: {$Ticket{TOP}->FirstCustomFieldValue('Manager')}

I get this error:
Owner: Can't call method "FirstCustomFieldValue" on an undefined value 
at template line 6.


How do i correctly forward the value of that custom field?

The question also relates to the next part of my workflow. After the 
manager approves the ticket, i would like to create 2-3 more tickets. 
And each one of them would need to get some custom fields from the 
parent ticket (but not all)
something like this - It would get a ticket with the username and what 
computer should be given

security would also get a ticket with info about access restrictions
accounting would get some other info, that security and it should not be 
able to see


How do i correctly forward these custom fields to children tickets?
-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Washington DC - May 23 & 24, 2016

[rt-users] outgoing email signing - S/MIME x GnuPG

[Petr Hanousek]

Hello all,
I've got a feature request here. Could be please added the possibility
to configure signing an outgoing email on queue basis rather than for
whole RT instance? There are some users in our system who use GnuPG and
some who need S/MIME. And RT::Crypt documentation (even for version 4.4)
says, that "RT can currently only use one protocol to encrypt and sign
outgoing email; this defaults to the first enabled protocol."
Thank you, Petr

-- 
+---+
   Petr Hanousek   e-mail: petr.hanou...@cesnet.cz
   MetaCentrum User Supportphone: +420 950 072 112
   CESNET z.s.p.o. mobile: +420 606 665 139
   location: Zikova 13a, Praha room: 32b
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