Re: [rt-users] Can I "give" someone a saved search?
hmm..how about creating a dashboard for the user/group? On Thu, Jun 9, 2011 at 3:21 PM, Howard Jones wrote: > Is there a way in RT (3.8) to develop a saved search/report and then > hand it over to a user? I don't want them all to end up in the global > list of saved searches, really... > > Is it just a case of mailing them the contents of the Advanced search > tab, or is there a more elegant way? > > Thanks in advance, > > Howie > -- Netzwerkmanagement mit OpenNMS: http://www.dpunkt.de/buecher/3194.html
Re: [rt-users] Getmail and user in opening a ticket.
Hello Renato, > Nobody as Owner? -> normal, as a new ticket has not yet an owner > I want it to be automatically redirected to an owner, not want to be > controlling the queue. there are custom scrip(t)s to set the owner of a newly created ticket; you find them for example here: http://requesttracker.wikia.com/wiki/Contributions A good starting point would be to look into this: http://requesttracker.wikia.com/wiki/SetOwnerAndQueueBySubject ..and develop from there on. rgds Alex -- Netzwerkmanagement mit OpenNMS: http://www.dpunkt.de/buecher/3194.html
Re: [rt-users] Getmail and user in opening a ticket.
Nobody as requestor? -> something is not as it's supposed to be Or Nobody as Owner? -> normal, as a new ticket has not yet an owner On Sun, Jun 5, 2011 at 10:44 PM, Renato Guilhermini wrote: > Hi folks, > > I am a new user of the RT, I have a doubt about the owner of open tickets. > > I'm reading the e-mails through getmail and generating a ticket to each new > message received. > > But the tickets are being opened as a Nobody, i am tried all the software in > search of an automatic amendment and did not find. > > How do you when you open a ticket via getmail is redirected to a user? > > Sorry my English. > > Thanks. > > Renato Guilhermini. > -- Netzwerkmanagement mit OpenNMS: http://www.dpunkt.de/buecher/3194.html
Re: [rt-users] RT 4 - install on Debian Squeeze
If you want to keep your install clean, try to install the necessary modules using apt-get instead of using fixdeps. rgds Alex On Wed, May 18, 2011 at 10:38 PM, Gilbert Rebeiro wrote: > Hi, > > Are there any instructions to install RT 4 on Debian Squeeze? > > Thanks, > > Gilbert. > -- Netzwerkmanagement mit OpenNMS: http://www.dpunkt.de/buecher/3194.html
Re: [rt-users] Complex question re tickets, custom fields, and queues
Hi Brandon, the first obvious idea would be to grant access based on custom field values, which is not possible. Another option would be to use a Queue per Location, having the disadvantage of spreading tickets over multiple queues. A third option would be to create child tickets automatically, based on the custom field value (and update/close the master ticket by using the parent/child relationship). I think that's doable and would work in the case as you describe it. rgds Alex On Sat, May 14, 2011 at 8:21 AM, Brandon Ward wrote: > v3.8.7 - > > I have a question about Queues, Tickets, and Custom Fields. I've found > some info in the Wiki regarding spawning child tickets, but can't tell > if that's what I need to do. > > Is this possible? > > I have 3 Queues (Q1, Q2, Q3) that correspond to 3 clients (C1, C2, and > C3). > > Tickets for clients C1 and C2 are monitored by C3. C1 has 7 locations > (A, B, C, D, E, F, G). C3 needs to see tickets for > > all locations EXCEPT for F and G. > > Is there a way to have all tickets cloned or viewable to C3 except for > those relating to those 2 specific locations? The > > tickets for the C1 queue have a custom field that specifies which > location it's for. > > C3 will be using Self Service and should only be able to VIEW tickets > that pertain to them. > > Scenario: > > A call comes in to the helpdesk from C1. A ticket is opened in the C1 > queue. During creation, a location is selected from > > a custom field. If the location is A-E it needs to be viewable to C3. > If not, it acts like a normal ticket in any other queue. > > Can this be done via scrip or extension? > > Thanks, > > Brandon > > -- Netzwerkmanagement mit OpenNMS: http://www.dpunkt.de/buecher/3194.html
Re: [rt-users] How to add a signature to "respond" emails
> Anyone knows what template (if any) is used when responding to a ticket? Correspondence? Please take the time to understand how the tool works - your question shows that you did not do that yet. It's worth it. -- Netzwerkmanagement mit OpenNMS: http://www.dpunkt.de/buecher/3194.html
