Re: [rt-users] Automatically adding new tickets as favorites
Thx for the reply Kevin.. Will do. From: Kevin Falcone falc...@bestpractical.com Reply-To: rt-users@lists.bestpractical.com Date: Thu, 28 Jan 2010 12:17:22 -0500 To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Automatically adding new tickets as favorites On Wed, Jan 27, 2010 at 05:43:22PM -0600, Anton Krall wrote: Is there a way to automatically mark new tickets from a queue as favorites for a user (like when the user clicks on the yellow start inside a ticket) without that users actually having to open the ticket and clicking on the start? Read the code in share/html/Ticket/Elements/Bookmark and port it into an On Create Scrip -kevin ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Automatically adding new tickets as favorites
Is there a way to automatically mark new tickets from a queue as favorites for a user (like when the user clicks on the yellow start inside a ticket) without that users actually having to open the ticket and clicking on the start? ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Rt from command line
Yep .. I tried that and works great but what if I wanted to be able to make tickets from the command line as multiple users, for example, client users... Creating unix shells for them would be a good solution but I found one Sendmail! Or more like it.. SendEmail, a command line tool that lets you do a to and from So that way I can inject an email like this: SendEmail -t yourqu...@yourhost.com -f us...@domain.com That way I can inject and email as if I were userX sending it... And RT creates a ticket as if userX sent it from his email address. Works like a charm! From: Alexander Nikolaev anikol...@ot.ru Date: Tue, 04 Aug 2009 09:40:26 +0400 To: Anton Krall akr...@intruder.com.mx Cc: rt-users@lists.bestpractical.com rt-users@lists.bestpractical.com Subject: Re: [rt-users] Rt from command line Therefor i suppose u work with unix-like os installed on your web-server. Are you logged in as root (i mean logged in your server)? First of all, don't work as root %)! Users in RT have such a field - unix name (stored in database as gecos). You are logged in as root and rt user root has unix login set to root - thats why you create tickets as root. Create a new unix login, for example, akrall, go to web interface, set unix login of your account to akrall, then log in as akrall and try to create a ticket from command-line interface. That works with rt-crontool, so, i suppose, will do for your case. Sorry for poor english, hope its understandable :) Anton Krall writes: Nobody? From: Anton Krall akr...@intruder.com.mx Date: Mon, 03 Aug 2009 10:02:40 -0500 To: rt-users@lists.bestpractical.com rt-users@lists.bestpractical.com Subject: [rt-users] Rt from command line Guys.. Im trying to use rt form the command line to create tickets. So far I added the rtrc file and I can log into RT without problems... I can run commands, everything looks great... But now.. Im trying to run this: rt create -t ticket set subject='New ticket' priority=9 queue='Soporte Tecnico' requestors=s...@user.com But the problems is here: the ticket is created but as if user root created it, then HE gets the autoreply email and after that, RT says (in the history page of the ticket) that root was deleted from the ticket and it was changed to requester s...@user.com This is great except for one thing... The autoreply email was sent to user root and not s...@user.com since he got added AFTER autoreply was sent. Any way to create thet ticket as s...@user.com from the start? ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Regards, Alex Nikolaev Open Technologies, Russia. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Just finished installing now what
Thx Mike, Ill take a look at it From: Michael Ellis michael_el...@umanitoba.ca Reply-To: Michael Ellis michael_el...@umanitoba.ca Date: Tue, 4 Aug 2009 09:09:52 -0500 To: RT-USERS RT-Users@lists.bestpractical.com Subject: Re: [rt-users] Just finished installing now what I've also found the O'Reilly book, RT::Essentials to be quite useful. http://www.amazon.com/RT-Essentials-Jesse-Vincent/dp/0596006683/ref=sr_1_1?ie= UTF8qid=1249394974sr=8-1 -Mike -- From: Anton Krall akr...@intruder.com.mx Sent: Monday, August 03, 2009 8:36 AM To: Jeremy Winder jwin...@logicalsi.com Cc: RT-Users@lists.bestpractical.com Subject: Re: [rt-users] Just finished installing now what Nice pointers.. Thx Jeremy.. I figured out a lot of these myself the hard way... But seems Im still missing a few things that I found on your url... Thx! From: Jeremy Winder jwin...@logicalsi.com Organization: Logical Solutions, Inc. Date: Mon, 03 Aug 2009 08:31:19 -0400 To: Anton Krall akr...@intruder.com.mx Cc: RT-Users@lists.bestpractical.com Subject: Re: [rt-users] Just finished installing now what On Sun, 2009-08-02 at 02:18 -0500, Anton Krall wrote: I just downloaded and installed RT and I got it working but I dont know how to start configuring it.. Besides what the web interface has about users and queues... It seems it needs to know more about email and for example, my domain.. The user web page still shows example.com I read the wiki and found some interesting articles but seems information is scattered. Is there a quick start guide that can help you configure RT to get you up and running faster and a step by step guide on which files to change and configure? Thank You! You can skip a lot of this. But the section it should like you are missing in the RT_SiteConfig.pm: http://www.debianadmin.com/howto-setup-request-tracker-36-on-debian-etch.htm l Here is a series of articles that cover how to install and setup RT the hard way but still has some good information. http://www.sun.com/bigadmin/features/articles/req_track_1.html Beyond that, google...lots of google. Hope this helps, Jeremy ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Requestor getting his own mails
I wanted to kas of this is just my setup or is it normal... When a requestor senda a reply to a correspond, his reply is entered in the ticket (ok) and the admincc and owner get a copy of it (as per scrips) but the weird thing is that the requestor also gets a copy of his own reply. Is this normal? I have a scrip that says send a copy of corresponds to the admincc, owner and requester, without it, the requester never gets anything. What am I doing wrong? ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Requestor getting his own mails
But doesnt the requester need to have modifyticket rights in order to append responds to a ticket via mail? That was one of my problems regarding rights... I wasnt sure which rights the requester has to have in order to reopen a ticket... I know he has to have createticket rights to create one ... But after that... Dont know Also global rights, group right and personal rights... I made a group X who has some members... I was struggling with which rifhts the members would need to have in order to add, etc, saved searches, dashboards, etc... Do I need to change their global rights, groups ones or personal ones... :) Quite configurable :) From: Florian Weimer fwei...@bfk.de Date: Mon, 03 Aug 2009 09:39:26 + To: Anton Krall akr...@intruder.com.mx Cc: rt-users@lists.bestpractical.com Subject: SUSPECTED: Re: [rt-users] Requestor getting his own mails * Anton Krall: I wanted to kas of this is just my setup or is it normal... When a requestor senda a reply to a correspond, his reply is entered in the ticket (ok) and the admincc and owner get a copy of it (as per scrips) but the weird thing is that the requestor also gets a copy of his own reply. Is this normal? This is normal. If you want to change it, there is a contributed condition called AnyTransactionSource which you can use to make your scrip conditional on the rights of the transaction creator. Typically, you only want to send out mail when the transaction creator has ModifyTicket rights on the ticket. The AnyTransactionSource condition should work with current RT, perhaps with minor changes. -- Florian Weimerfwei...@bfk.de BFK edv-consulting GmbH http://www.bfk.de/ Kriegsstraße 100 tel: +49-721-96201-1 D-76133 Karlsruhe fax: +49-721-96201-99 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Requestor getting his own mails
Which one should I use in order to let a requester append comments via email to his ticket? From: Florian Weimer fwei...@bfk.de Date: Mon, 03 Aug 2009 10:41:26 + To: Anton Krall akr...@intruder.com.mx Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Requestor getting his own mails * Anton Krall: But doesnt the requester need to have modifyticket rights in order to append responds to a ticket via mail? No, there are separate rights for that. -- Florian Weimerfwei...@bfk.de BFK edv-consulting GmbH http://www.bfk.de/ Kriegsstraße 100 tel: +49-721-96201-1 D-76133 Karlsruhe fax: +49-721-96201-99 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Requestor getting his own mails
And that would go in group Everyone right? From: Florian Weimer fwei...@bfk.de Date: Mon, 03 Aug 2009 11:45:25 + To: Anton Krall akr...@intruder.com.mx Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Requestor getting his own mails * Anton Krall: Which one should I use in order to let a requester append comments via email to his ticket? CommentOnTicket (and presumably ReplyToTicket, too). -- Florian Weimerfwei...@bfk.de BFK edv-consulting GmbH http://www.bfk.de/ Kriegsstraße 100 tel: +49-721-96201-1 D-76133 Karlsruhe fax: +49-721-96201-99 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Requestor getting his own mails
What I meant was that I have a scrip that send notifications for admincc, another for requesters... But if I desibale the ones for requesters, they dont get any respond at all.. Even the ones admincc or owners are supposed to send to them Disabled that scrip cripples all communication with requesters... So thats what puzzled me... Is it either all or nothing? I mean... If enabled... Owners can send responds to requesters but when a requesters answers that email.. They (the requesters) get a copy of their on answer on their email a few seconds later... Thats weird... They are the ones that wrote it.. Why should they get a copy :) From: Drew Barnes barne...@ucrwcu.rwc.uc.edu Date: Mon, 03 Aug 2009 08:01:43 -0400 To: Anton Krall akr...@intruder.com.mx, rt-users@lists.bestpractical.com Subject: Re: [rt-users] Requestor getting his own mails On 8/3/09 5:29 AM, Anton Krall akr...@intruder.com.mx wrote: I have a scrip that says send a copy of corresponds to the admincc, owner and requester, without it, the requester never gets anything. Well, that explains why he is getting the copy. You told RT to send it to him. If you do not wish the requestor to receive copies, do not tell RT to notify him. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Just finished installing now what
Nice pointers.. Thx Jeremy.. I figured out a lot of these myself the hard way... But seems Im still missing a few things that I found on your url... Thx! From: Jeremy Winder jwin...@logicalsi.com Organization: Logical Solutions, Inc. Date: Mon, 03 Aug 2009 08:31:19 -0400 To: Anton Krall akr...@intruder.com.mx Cc: RT-Users@lists.bestpractical.com Subject: Re: [rt-users] Just finished installing now what On Sun, 2009-08-02 at 02:18 -0500, Anton Krall wrote: I just downloaded and installed RT and I got it working but I dont know how to start configuring it.. Besides what the web interface has about users and queues... It seems it needs to know more about email and for example, my domain.. The user web page still shows example.com I read the wiki and found some interesting articles but seems information is scattered. Is there a quick start guide that can help you configure RT to get you up and running faster and a step by step guide on which files to change and configure? Thank You! You can skip a lot of this. But the section it should like you are missing in the RT_SiteConfig.pm: http://www.debianadmin.com/howto-setup-request-tracker-36-on-debian-etch.html Here is a series of articles that cover how to install and setup RT the hard way but still has some good information. http://www.sun.com/bigadmin/features/articles/req_track_1.html Beyond that, google...lots of google. Hope this helps, Jeremy ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Requestor getting his own mails
Thats the spot! I had it at 1... Thx a lot!!! Damn I love RT Its so configurable... From: Drew Barnes barne...@ucrwcu.rwc.uc.edu Date: Mon, 03 Aug 2009 09:51:11 -0400 To: Anton Krall akr...@intruder.com.mx, rt-users@lists.bestpractical.com Subject: Re: [rt-users] Requestor getting his own mails On 8/3/09 9:33 AM, Anton Krall akr...@intruder.com.mx wrote: What I meant was that I have a scrip that send notifications for admincc, another for requesters... But if I desibale the ones for requesters, they dont get any respond at all.. Even the ones admincc or owners are supposed to send to them Disabled that scrip cripples all communication with requesters... So thats what puzzled me... Is it either all or nothing? I mean... If enabled... Owners can send responds to requesters but when a requesters answers that email.. They (the requesters) get a copy of their on answer on their email a few seconds later... Thats weird... They are the ones that wrote it.. Why should they get a copy :) $NotifyActor in RT_SiteConfig.pm then From: Drew Barnes barne...@ucrwcu.rwc.uc.edu Date: Mon, 03 Aug 2009 08:01:43 -0400 To: Anton Krall akr...@intruder.com.mx, rt-users@lists.bestpractical.com Subject: Re: [rt-users] Requestor getting his own mails On 8/3/09 5:29 AM, Anton Krall akr...@intruder.com.mx wrote: I have a scrip that says send a copy of corresponds to the admincc, owner and requester, without it, the requester never gets anything. Well, that explains why he is getting the copy. You told RT to send it to him. If you do not wish the requestor to receive copies, do not tell RT to notify him. Anton Krall Direccion General Intruder Consulting A Division of IntruderEnterprises S.A. de C.V. www.Intruder.com.mx www.IntruderStore.com.mx Tel. 3872-2200 ext. 201 Tel. 01-800-INTRUDER (01-800-468-7833) Celular: 55-1010-0604 Email: akr...@intruder.com.mx Disclaimer - Agosto 3, 2009 This email and any files transmitted with it are confidential and intended solely for Drew Barnes,rt-us...@lists.bestpractical.com. If you are not the named addressee you should not disseminate, distribute, copy or alter this email. Any views or opinions presented in this email are solely those of the author and might not represent those of Intruder Consulting. Warning: Although Intruder Consulting has taken reasonable precautions to ensure no viruses are present in this email, the company cannot accept responsibility for any loss or damage arising from the use of this email or attachments. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Rt from command line
Guys.. Im trying to use rt form the command line to create tickets. So far I added the rtrc file and I can log into RT without problems... I can run commands, everything looks great... But now.. Im trying to run this: rt create -t ticket set subject='New ticket' priority=9 queue='Soporte Tecnico' requestors=s...@user.com But the problems is here: the ticket is created but as if user root created it, then HE gets the autoreply email and after that, RT says (in the history page of the ticket) that root was deleted from the ticket and it was changed to requester s...@user.com This is great except for one thing... The autoreply email was sent to user root and not s...@user.com since he got added AFTER autoreply was sent. Any way to create thet ticket as s...@user.com from the start? ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Rt from command line
Nobody? From: Anton Krall akr...@intruder.com.mx Date: Mon, 03 Aug 2009 10:02:40 -0500 To: rt-users@lists.bestpractical.com rt-users@lists.bestpractical.com Subject: [rt-users] Rt from command line Guys.. Im trying to use rt form the command line to create tickets. So far I added the rtrc file and I can log into RT without problems... I can run commands, everything looks great... But now.. Im trying to run this: rt create -t ticket set subject='New ticket' priority=9 queue='Soporte Tecnico' requestors=s...@user.com But the problems is here: the ticket is created but as if user root created it, then HE gets the autoreply email and after that, RT says (in the history page of the ticket) that root was deleted from the ticket and it was changed to requester s...@user.com This is great except for one thing... The autoreply email was sent to user root and not s...@user.com since he got added AFTER autoreply was sent. Any way to create thet ticket as s...@user.com from the start? ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Just finished installing now what
I just downloaded and installed RT and I got it working but I dont know how to start configuring it.. Besides what the web interface has about users and queues... It seems it needs to know more about email and for example, my domain.. The user web page still shows example.com I read the wiki and found some interesting articles but seems information is scattered. Is there a quick start guide that can help you configure RT to get you up and running faster and a step by step guide on which files to change and configure? Thank You! ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
