[rt-users] Creating Tickets using REST

[Ahmed, Mohammed Naweed (LNG-BCT)]

I have a complicated UI form that uses AJAX and what not, so what I did
was, create an html page and call the RT REST interface up on submit. 

 

So far so good but the problem is, the 'Creator' of the ticket is the
user is and password that I use to make the REST call. But I want it to
be the currently logged in user, Can it be possible?

 

Any help is greatly appreciated, I am using v 3.8.4.

 

Thanks

Naweed 

 




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[rt-users] rt-extension-exportimport

[Ahmed, Mohammed Naweed (LNG-BCT)]

Has anybody used rt-extension-exportimport?.

 

I want to use it for archiving, I would be of great help if some one can
point me to a document on what is does or how to use it.

 

Thanks

Naweed 

 




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Re: [rt-users] Users Handbook

[Ahmed, Mohammed Naweed (LNG-BCT)]

Hi Ken,

 

I would appreciate if you can send one to me too.

 

Thanks

Naweed 



From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Rocel M.
Lacida
Sent: Tuesday, April 19, 2011 10:28 PM
To: Kenneth Crocker
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Users Handbook

 

Hello Ken,
Good Day!

Can I have a copy also. I really need to know more about RT.

Thanks in Advance
Rocel

On 4/20/2011 6:29 AM, Kenneth Crocker wrote: 

20/20,

Sure.

Kenn Crocker

On Tue, Apr 19, 2011 at 2:47 PM, 20/20 Lab  wrote:

Hate to feel like I'm jumping on a bandwagon; but I would appreciate a
copy as well.

-Matt 




On 04/19/2011 2:39 PM, Kenneth Crocker wrote: 

Asif,

Sure.

Kenn

On Tue, Apr 19, 2011 at 2:21 PM, Asif Iqbal  wrote:



I like to get a copy to if that is possible.



On Tue, Apr 19, 2011 at 5:09 PM, Kenneth Crocker 
wrote:
> Jason, Miachael, Yan, Kevin, Raed, Tyler & Drew,
>
> I will certainly mail each of you a copy of both the User's Guide as
well as
> the Queue Admin Guide. You must keep in mind that this documentation
is
> tailored towards the way we do things here at LBNL. We have over 100
Queues
> that are used to support Application Projects/Systems/Support. In most
> cases, we have a WorkFlow process that includes Review & Approval of
> requests before being moved to the support Queue as well as QA
procedures
> that allow for separate approval of QA test results (by another team
or the
> requestors, etc) before migration to production & Resolution. That
means I
> the documentation will be referring to Ticket Status values we added,
Custom
> Fields & Scrips created for these processes.
>
> As long as you guys plan to rip out what you don't need, it can be
useful as
> a baseline of instruction on understanding terminology, privileges,
> notification scrips, searching & reporting (including dashboards), and
on.
>
> I hope it will be useful for you.
>
> I'll be sending them out in a couple of hours.
>
> Kenn
> LBNL
>
> On Tue, Apr 19, 2011 at 1:40 PM, Jason Ledford 
> wrote:
>>
>> Can I get a copy?
>>
>>
>>
>> From: rt-users-boun...@lists.bestpractical.com
>> [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of
Kenneth
>> Crocker
>>
>> Sent: Tuesday, April 19, 2011 3:15 PM
>> To: rt-users@lists.bestpractical.com
>> Subject: Re: [rt-users] Users Handbook
>>
>>
>>
>> Raed & Kevin,
>>
>> I'll have to send these to your individual email address as the
User's
>> list will stop it cause the attachments are so large.
>>
>> Kenn
>> LBNL
>>
>> On Tue, Apr 19, 2011 at 9:48 AM, Kenneth Crocker 
>> wrote:
>>
>> Raed,
>>
>> Absolutely! Right now I'm prepping it to remove any company info that
>> shouldn't go out. Both Guides should be ready by EOD.
>>
>> BTW, the guides are based on 3.8.7, including screen shots, etc.
>>
>> Kenn
>> LBNL
>>
>>
>>
>> On Tue, Apr 19, 2011 at 9:33 AM, Raed El-Hames
>>  wrote:
>>
>> Hello Kenn:
>>
>>
>>
>> Ist possible you can share your Users Guide , I've been planning to
make
>> one for my users in here for a while, but other work keep cropping
up, and
>> any help starting this will be useful.
>>
>>
>>
>> Regards;
>>
>> Roy
>>
>>
>>
>> From: rt-users-boun...@lists.bestpractical.com
>> [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of
Kenneth
>> Crocker
>> Sent: 19 April 2011 00:12
>> To: rt-users@lists.bestpractical.com
>> Subject: Re: [rt-users] Users Handbook
>>
>>
>>
>> Yan,
>>
>> I developed some guides for our user's. It has a Glossary of terms
and
>> references tp Privileges (the Admin guide). However, it refers to
workflow
>> functions and scrip that we developed that might not be in sync with
what
>> you do. This is what the TOC for the User's Guide looks like:
>>
>> 1: Introduction. - 1 -
>>
>> 2: Administration. - 5 -
>>
>> 3: Logging In. - 7 -
>>
>> 4: Home Page. - 8 -
>>
>> 5: Tickets Interface. - 14 -
>>
>> 6: Common Tasks. - 26 -
>>
>> Searching, Reporting & Dashboards: - 26 -
>>
>> Create a Ticket: - 26 -
>>
>> Correspondence with a Ticket: - 26 -
>>
>> 7: Ticket Owner Tasks. - 27 -
>>
>> Updating Multiple Tickets (Bulk Update): - 28 -
>>
>> Initiating the Review Process: - 31 -
>>
>> Updating the Development Progress of an "Open" Ticket: - 32 -
>>
>> Managing Ticket Relationships: - 35 -
>>
>> Initiating the QA WorkFlow Process: - 35 -
>>
>> Resolving a Ticket: - 35 -
>>
>> 8: Email Interface. - 36 -
>>
>> 9: Support - 38 -
>>
>> Appendix A: Glossary of Terms  - 39 -
>>
>> This is what the TOC for the Queue Admin Guide looks like:
>>
>> 1: Introduction. - 1 -
>>
>> 2: System Administration Requests. - 2 -
>>
>> Request a New Queue: - 2 -
>>
>> Request a New Group: - 4 -
>>
>> Request a New Custom Field: - 6 -
>>
>> Set up Notifications: - 7 -
>>
>> 3: Queue Administration. - 8 -
>>
>> Adding Members to a Group: - 8 -
>>
>> Configure Group Rights/Privileges: - 11 -
>>
>> Sample

[rt-users] Is possible to get the name of the AdminCc group in Searches

[Ahmed, Mohammed Naweed (LNG-BCT)]

AdmiCc, gives you the email addresses of all members of the Group the
ticket is assigned to. I would like to get the Name of the group, can it
be done?.

 

For example the AdminCc of ticket 1 is a group called 'Group1', and
m1,m2, m3 are members of Group1.

 

When I select the column 'AdminCc' in the search, it is giving me the
email addresses of m1, m2 and m3, I want the name 'Group1'

 

 

Thanks, any help is greatly appreciated.

Naweed 

 




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[rt-users] JavaScript function is not being called.

[Ahmed, Mohammed Naweed (LNG-BCT)]

 

Here's the problem:

 

Due to some reasons, I have 2 create.html (create ticket) pages, I want
to call them based on the queue selected. 

I made following modifications to
/opt/rt3/local/html/Elements/CreateTicket file:

 



<&|/l, $m->scomp('/Elements/SelectNewTicketQueue', OnChange =>
'document.CreateTicketInQueue.submit()')&>

 [_1]



 

The OnSubmitForm() javascript function is :

 

function OnSubmitForm() {

   document.CreateTicketInQueue.action = "/Ticket/Create.html";

   return true;

}

 

But it seems the OnSubmitForm functionis not getting executed. The form
is always taking me to the Create_good.html page and not create.html
page.

 

Am I doing anything wrong here, does any one faced this problem?

 

Any help is greatly appreciated.

 

Thanks

Naweed 

 



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[rt-users] JavaScript function is not being called.

[Ahmed, Mohammed Naweed (LNG-BCT)]

Here's the problem:

 

Due to some reasons, I have 2 create.html (create ticket) pages, I want
to call them based on the queue selected. 

I made following modifications to
/opt/rt3/local/html/Elements/CreateTicket file:

 



<&|/l, $m->scomp('/Elements/SelectNewTicketQueue', OnChange =>
'document.CreateTicketInQueue.submit()')&>

 [_1]



 

The OnSubmitForm() javascript function is :

 

function OnSubmitForm() {

   document.CreateTicketInQueue.action = "/Ticket/Create.html";

   return true;

}

 

But it seems the OnSubmitForm functionis not getting executed. The form
is always taking me to the Create_good.html page and not create.html
page.

 

Am I doing anything wrong here, does any one faced this problem?

 

Any help is greatly appreciated.

 

Thanks

Naweed 

 




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Re: [rt-users] Copy Multiple value CF to the child ticket

[Ahmed, Mohammed Naweed (LNG-BCT)]

So, does this mean that I have to upgrade to 3.8.7 to copy multiple
value custom filed to a child ticket?

Thanks
N Ahmed

-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin
Falcone
Sent: Friday, January 07, 2011 9:44 AM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Copy Multiple value CF to the child ticket

On Thu, Jan 06, 2011 at 02:04:41PM -0500, Ahmed, Mohammed Naweed
(LNG-BCT) wrote:
> 
> I am using version 3.8.4 so CustomFieldValuesAsString is not
available.
> 
> I changed the template like this:
> CustomField-n: {
>  my $separator = "\n";
>  my $CFValue = $Tickets{'TOP'}->CustomFieldValues(n);
>  return join ($separator, grep { defined $_ }
>   map { $_->Content }
> @{$CFValue->ItemsArrayRef});
>}
> 
> To get the values as strings but it still not working, Am I doing
> something wrong or is there any extension available for
> 'CustomFieldValuesAsString' method?

You could define it in a local .pm adding it into the Record, or you
could play around with warning to make sure you get the right data.
I'm not sure that return'ing in a template does what you really want.

-kevin

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Re: [rt-users] Copy Multiple value CF to the child ticket

[Ahmed, Mohammed Naweed (LNG-BCT)]

I am using version 3.8.4 so CustomFieldValuesAsString is not available.

I changed the template like this:
CustomField-n: {
 my $separator = "\n";
 my $CFValue = $Tickets{'TOP'}->CustomFieldValues(n);
 return join ($separator, grep { defined $_ }
  map { $_->Content }
@{$CFValue->ItemsArrayRef});
   }

To get the values as strings but it still not working, Am I doing
something wrong or is there any extension available for
'CustomFieldValuesAsString' method?


Thanks
N Ahmed



-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin
Falcone
Sent: Tuesday, January 04, 2011 5:03 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Copy Multiple value CF to the child ticket

On Tue, Jan 04, 2011 at 03:19:45PM -0500, Ahmed, Mohammed Naweed
(LNG-BCT) wrote:
>I am creating a child ticket with some of the custom fields
populated from the parent ticket.
>I know that we can copy the values of the parent CF to the child CF
by:
> 
> 
> 
> CustomField-n: {$Tickets{'TOP'}->FirstCustomFieldValue('CF Name')}
> 
> 
> 
>But, how to copy multiple-value CF to the child ticket? The above
code is just populating the
>first selected value.

Given a new enough RT, CustomFieldValuesAsString will work

-kevin

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Re: [rt-users] Copy Multiple value CF to the child ticket

[Ahmed, Mohammed Naweed (LNG-BCT)]

I am using version 3.8.4 so CustomFieldValuesAsString is not available.

I changed the template like this:
CustomField-n: {
 my $separator = "\n";
 my $CFValue = $Tickets{'TOP'}->CustomFieldValues(n);
 return join ($separator, grep { defined $_ }
  map { $_->Content }
@{$CFValue->ItemsArrayRef});
   }

To get the values as strings but it still not working, Am I doing
something wrong or is there any extension available for
'CustomFieldValuesAsString' method?


Thanks
N Ahmed



-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin
Falcone
Sent: Tuesday, January 04, 2011 5:03 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Copy Multiple value CF to the child ticket

On Tue, Jan 04, 2011 at 03:19:45PM -0500, Ahmed, Mohammed Naweed
(LNG-BCT) wrote:
>I am creating a child ticket with some of the custom fields
populated from the parent ticket.
>I know that we can copy the values of the parent CF to the child CF
by:
> 
> 
> 
> CustomField-n: {$Tickets{'TOP'}->FirstCustomFieldValue('CF Name')}
> 
> 
> 
>But, how to copy multiple-value CF to the child ticket? The above
code is just populating the
>first selected value.

Given a new enough RT, CustomFieldValuesAsString will work

-kevin

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[rt-users] Copy Multiple value CF to the child ticket

[Ahmed, Mohammed Naweed (LNG-BCT)]

I am creating a child ticket with some of the custom fields populated
from the parent ticket. I know that we can copy the values of the parent
CF to the child CF by:

 

 CustomField-n: {$Tickets{'TOP'}->FirstCustomFieldValue('CF Name')}

 

But, how to copy multiple-value CF to the child ticket? The above code
is just populating the first selected value.

 

Any help is greatly appreciated.

 

Thanks

N Ahmed

 




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[rt-users] AdminCC info in what table?

[Ahmed, Mohammed Naweed (LNG-BCT)]

In what RT database table is the 'AdminCC' of the ticket information is
stored. I want to add 'AdminCC's' to a ticket from an external
application.

 

 

Thanks

Naweed Ahmed

 




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Re: [rt-users] Custom Field - Rights

[Ahmed, Mohammed Naweed (LNG-BCT)]

Queue Level rights:

 

AssignCustomFields
CommentOnTicket

CreateTicket

ModifyCustomField

ModifyTicket

OwnTicket

ReplyToTicket

SeeCustomField

SeeQueue

ShowTicket

ShowTicketComments

StealTicket

TakeTicket

 

None at global level

 

Naweed Ahmed



From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kenneth
Crocker
Sent: Thursday, November 18, 2010 2:12 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Custom Field - Rights

 

Ahmed,

What other rights have you given Privileged users either Globally or in
that Queue?

Kenn
LBNL

On Thu, Nov 18, 2010 at 10:13 AM, Ahmed, Mohammed Naweed (LNG-BCT)
 wrote:

I have create a queue with some custom fields, all privileged users can
create the ticket in the queue but can not enter values in all the CF's
only a group can modify those CF's.

 

So I did not give the right 'ModifyCustomField' any one but only the
group that can modify the CF. but still those CF's are being displayed
for all users. Am I missing something. How can I prevent users from
updating the selected custom fields?

 

Any help is greatly appreciated.

 

Naweed Ahmed

 



The information contained in this e-mail message is intended only for
the personal and confidential use of the recipient(s) named above. This
message may be an attorney-client communication and/or work product and
as such is privileged and confidential. If the reader of this message is
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the intended recipient, you are hereby notified that you have received
this document in error and that any review, dissemination, distribution,
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[rt-users] Custom Field - Rights

[Ahmed, Mohammed Naweed (LNG-BCT)]

I have create a queue with some custom fields, all privileged users can
create the ticket in the queue but can not enter values in all the CF's
only a group can modify those CF's.

 

So I did not give the right 'ModifyCustomField' any one but only the
group that can modify the CF. but still those CF's are being displayed
for all users. Am I missing something. How can I prevent users from
updating the selected custom fields?

 

Any help is greatly appreciated.

 

Naweed Ahmed

 




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[rt-users] Adding multiple Plugin lines in RT_SiteConfig.pm

[Ahmed, Mohammed Naweed (LNG-BCT)]

I am trying to include the following plugins in RT by adding them to the
RT_SiteConfig.pm file.

 

Set(@Plugins, qw(RT::Authen::ExternalAuth));

Set(@Plugins, qw(RT::Extension::CustomField::Checkbox));

 

The problem is when I add the second line; it seems the 1st one is
getting overwritten and the ExternalAuth is not working. 

 

Can somebody please send the syntax of including 2 plugins in the Config
file.

 

Thanks

Naweed




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[rt-users] Prevent Requestors from setting the 'approval' ticket to status 'Resolve'

[Ahmed, Mohammed Naweed (LNG-BCT)]

 

I have setup the approval work flow and it is working great expect for
one problem, when I am creating and ticket, I can see the approval
ticket in the links and I can open it too. The problem now is I can set
to 'Resolve' by clicking on the status links. Even though I am neither
the owner of the 'Approval' ticket or has any rights on the ___Approval
Queue.

 

 

Can some body please explain me how to prevent the requestors from
setting the Approval tickets status to 'Resolve'?

 

Thanks

Naweed 

 




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[rt-users] How to use RT::CustomFieldValues::External

[Ahmed, Mohammed Naweed (LNG-BCT)]

I have a list of values in a external data (SQL Server) and I want to
display them in a custom field as a drop down. 

 

I was searching for the solution and found that
RT::CustomFieldValues::External can be used for it. But not sure where
to specify the data source. Can somebody please send me an example of
how to use this extention?

 

Thanks

Naweed 

 




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[rt-users] Drop down values hidden

[Ahmed, Mohammed Naweed (LNG-BCT)]

 

I have a list of drop down boxes on the ticket with Yes/No values in
them but when I click on the drop down, the values are overlapped by the
controls on the next line, it is not happening with all the combo boxes
but a few and it is not looking good as you can see below (When I
clicked on IsMainframe Access required? Combo box).

 

Does any body else face this problem or have a solution to it ?

 

 

 

 

 

Thanks

Naweed 

 




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[rt-users] Increase the width of drop down

[Ahmed, Mohammed Naweed (LNG-BCT)]

 

I am trying to increase the width of the drop down of the 'Queue List'
drop down on the home page. 

 

Any help is greatly appreciated.

 

 

Thanks




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[rt-users] Change the width of the 'Queue' from down

[Ahmed, Mohammed Naweed (LNG-BCT)]

Hi,

 

I have long queue names and my naming conventions make a group of queues
start with the same word. This is causing issues in selection of right
queue to create the ticket.

 

Is there any way of increasing the size of the 'Queue' drop down box on
'RT at a glace' page by the side of 'New ticket in' button?

 

Any help is greatly appreciated.

 

Naweed Ahmed

 




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Re: [rt-users] Read Only fields

[Ahmed, Mohammed Naweed (LNG-BCT)]

Thanks Kenn,  but I think I was not able to explain my question
properly. 

 

I want to display the message: "For urgent resolution of this issue,
please call XXX-XXX-" 

 

I want it to be displayed when user is trying to create the ticket.

 

Naweed Ahmed

 



From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kenneth
Crocker
Sent: Friday, September 17, 2010 12:22 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Read Only fields

 

Ahmed,

Sure. Create a Custom Field and when setting up rights, do NOT grant
"ModifyCustomField", just "SeeCustomField" and then apply it to the
Queues you want. Then write a scrip that adds the "text value you want"
it to have when a ticket is created. If you make the scrip on a Queue by
Queue basis, you can alter the text per Queue.

Kenn
LBNL

On Fri, Sep 17, 2010 at 6:09 AM, Ahmed, Mohammed Naweed (LNG-BCT)
 wrote:

 

Is there a way of displaying instructions on a ticket. I want to display
some 'Read only' text for the user creating the ticket. Is it possible?

 

Thanks

Naweed Ahmed

Consulting Software Engineer

 



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[rt-users] Read Only fields

[Ahmed, Mohammed Naweed (LNG-BCT)]

 

Is there a way of displaying instructions on a ticket. I want to display
some 'Read only' text for the user creating the ticket. Is it possible?

 

Thanks

Naweed Ahmed

Consulting Software Engineer

 




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Re: [rt-users] Set a Group as AdmiCC on ticket create

[Ahmed, Mohammed Naweed (LNG-BCT)]

I am able to add the individual members as AdminCC's but not the group. It 
would be great if you have the code to add the 'Group' as AdminCC

 

Naweed Ahmed

Consulting Software Engineer

euho...@lexisnexis.com <mailto:euho...@lexisnexis.com> 



From: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Ruslan Zakirov
Sent: Thursday, September 16, 2010 1:50 PM
To: Ahmed, Mohammed Naweed (LNG-BCT)
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Set a Group as AdmiCC on ticket create

 

Hi.

You use a custom scrip for that. Condition:
return 0 if it's not create;
return 0 if custom field value is not correct;
return 1;

Action:
Load the group;
Add the group as admin;

I'm pretty sure most of it you can find on the wiki in snippets.

16.09.2010 19:07 пользователь "Ahmed, Mohammed Naweed (LNG-BCT)" 
 написал:

How can we set a group as 'AdminCc' on ticket creation based on a value 
of custom field? 

 

Thanks

Naweed Ahmed

LexisNexis

Consulting Software Engineer

euho...@lexisnexis.com <mailto:euho...@lexisnexis.com> 

O: 561 982 5276

M: 561 414 3559

 





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[rt-users] Set a Group as AdmiCC on ticket create

[Ahmed, Mohammed Naweed (LNG-BCT)]

How can we set a group as 'AdminCc' on ticket creation based on a value
of custom field? 

 

Thanks

Naweed Ahmed

LexisNexis

Consulting Software Engineer

euho...@lexisnexis.com  

O: 561 982 5276

M: 561 414 3559

 




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