Re: [rt-users] Create ticket via API ignores Requestors field on notify requestors?

[Kenneth Crocker]

Andrew,

If RT believes the Requester is also the actor requesting the ticket, it
doesn't usually (depends on default settings for "Notify Actor") send a
notification to the person making the request. It's considered redundant.
Read about the setting and change the setting.

Good Luck.

Casey

On Oct 5, 2016 7:30 PM, "Andrew Ruthven"  wrote:

> Hey,
>
> We're running RT 4.2.8 and using the API to create some tickets. But,
> no notification is sent out to the requestor we're setting.  We are
> using a privileged account to connect to the API.
>
> I can see the requestor set on the ticket when I check the website, but
> no recipients are considered when the scrip runs:
>
> Oct  6 14:21:09 cat-prod-rt RT: [1145] Working on mailfield To;
> recipients are  (/usr/share/request-
> tracker4/lib/RT/Action/SendEmail.pm:639)
> ...
> Oct  6 14:21:09 cat-prod-rt RT: [1145] No recipients found for deferred
> delivery on transaction #213681 (/usr/share/request-tracker4/lib/RT/
> Action/SendEmail.pm:691)
> Oct  6 14:21:09 cat-prod-rt RT: [1145]  5796-2...@rt.catalyst.net.nz> #25796/213681 - Scrip 22 On Create Notify
> Requestor
>
> Is there anything we can do to make this work?
>
> Cheers,
> Andrew
>
> --
> Andrew Ruthven, Wellington, New Zealand
> and...@etc.gen.nz | linux.conf.au 2017, Hobart, AU
>   New Zealand's only Cloud:   |   The Future of Open Source
> https://catalyst.net.nz/cloud | http://linux.conf.au
>
>
>
> -
> RT 4.4 and RTIR training sessions, and a new workshop day!
> https://bestpractical.com/training
> * Boston - October 24-26
> * Los Angeles - Q1 2017
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Boston - October 24-26
* Los Angeles - Q1 2017

Re: [rt-users] Set priority - On queue change

[Kenneth Crocker]

Yep,

Simply write a scrip that triggers On Queue change to set the priority.
You can even have a different scrip for each Queue to set the priority to
different levels.

Kenn

On Wed, Feb 11, 2015 at 5:53 AM, globo michael.obr...@globoforce.com
wrote:

 Hi ,
 Is there a way to make sure someone changes the priority from 0 on queue
 change

 I have three queues and all the tickets come into one queue first and then
 are assigned out to the different queues.
 I would like to make sure people set a priority before first before
 assigning the ticket out

 Any help or ideas much much appreciated






 --
 View this message in context:
 http://requesttracker.8502.n7.nabble.com/Set-priority-On-queue-change-tp59579.html
 Sent from the Request Tracker - User mailing list archive at Nabble.com.

Re: [rt-users] use customFields extracted by ExtractCustomFieldValues in creation mail

[Kenneth Crocker]

Arnaud,

You need to make sure the scrips are running in the right sequence. You
do this by setting the execution to  transaction batch and give them
names that ensure the correct sequence.

Kenn

Sent from my Windows PhoneFrom: Arnaud Abélard
Sent: ‎2/‎6/‎2015 8:29 AM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] use customFields extracted by
ExtractCustomFieldValues in creation mail
Hello,

I have a working instance of RT 4.2.9. Everything has been running as
expected for years (started with RT 3.8). I have a few queues that use
custom fields. Upon the creation of a new ticket, a mail is sent to the
queue administrator with the list of the queue's custom fields and their
value and the body of the ticket. This works well when the ticket is
created from RT.

Now, I have been trying to use the ExtractCustomFieldValues extension to
extract my custom fields from an email. That actually works. The custom
fields are set properly in the ticket but in the mail sent to the queue
admins, the custom fields value are missing.

In my template (which works fine when the ticket is created from RT) I
used the following code:

{
my $res = ;
my $customFields = $Ticket-QueueObj-TicketCustomFields();
   while ( my $customField = $customFields-Next) {
 $res.= $customField-Name.:
.$Ticket-FirstCustomFieldValue($customField-Name).\n;
   }
   $res;
}

I am also sure that my extractCustomField scrip is being executed
_before_ my oncreation scrip (scrip #50 is my extractcustomvalue scrip
and scrip #15 my oncreation sent mail to queue admins:

Feb  6 17:14:21 rt4 RT: [19913] Committing scrip #50 on txn #90275 of
ticket #3782 (/opt/rt4/sbin/../lib/RT/Scrips.pm:306)
...
Feb  6 17:14:21 rt4 RT: [19913] CustomFieldValue (Numéro de porte,123)
added: 5355 Numéro de porte 123 added
...
Feb  6 17:14:21 rt4 RT: [19913] CustomFieldValue (UMR,915) added: 5356
UMR 915 added
...
Feb  6 17:14:21 rt4 RT: [19913] CustomFieldValue (Numéro de
téléphone,123) added: 5357 Numéro de téléphone 123 added
...
Feb  6 17:14:21 rt4 RT: [19913] Committing scrip #15 on txn #90275 of
ticket #3782 (/opt/rt4/sbin/../lib/RT/Scrips.pm:306)
Feb  6 17:14:21 rt4 RT: [19913] Calling SetRecipientDigests for
transaction RT::Transaction=HASH(0x7f91d5eadf40), id 90275
(/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:623)
...

The log confirms the customfield are set before the mail is sent so why
aren't the values set when queried from my template?

Thanks in advance,

Arnaud Abélard



-- 
Arnaud Abélard (jabber: arnaud.abel...@univ-nantes.fr)
Administrateur Système - Responsable Services Web
Direction des Systèmes d'Informations
Université de Nantes
-
ne pas utiliser: trapem...@univ-nantes.fr

Re: [rt-users] Custom Scrip on queue change

[Kenneth Crocker]

Guy,

Have you tried looking at the examples in my ebook Request Tracker - A
Topical Guide. It's at Amazon for $ 9.99. If that doesn't work, contact me
and I'll help you with it.

Kenn

On Mon, Sep 8, 2014 at 11:02 AM, Kevin Falcone falc...@bestpractical.com
wrote:

 On Mon, Sep 08, 2014 at 01:09:39PM +0100, Guy Baxter wrote:
  I'm looking to write a custom scrip that triggers a template when a
 ticket
  changes from a specific queue to another specific queue.
 
  How do I go about this please?

 Create a Queue level Scrip using
 http://bestpractical.com/docs/rt/latest/RT/Condition/QueueChange.html

 I have no idea what triggers a template means, so can't help with
 the Action to choose.

 -kevin

 --
 RT Training - Boston, September 9-10
 http://bestpractical.com/training

-- 
RT Training - Boston, September 9-10
http://bestpractical.com/training

Re: [rt-users] Send message to every non Privileged users in the Queue

[Kenneth Crocker]

Kevin,

Well hell. I'm old. I wasn't thinking. You're right.

Kenn

Sent from my Windows Phone From: Kevin Falcone
Sent: 3/4/2014 11:52 AM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Send message to every non Privileged users in
the Queue
Kenn

You can create a group and then write a scrip to search that group 
 membership and add them to
the cc list.

That's hugely unnecessary since you can just add a group as a Cc
after creation.

Hajime

I have few hundred customers and few groups in the Queue.I want to send 
 the messages to them
like 'sales notice' or 'security notice' perhaps with making a new 
 ticket.But apparently I
can't add groups to CC when I create ticket.
So is there any ways to send message to every non Privileged users in the 
 particular Queue?

The Web UI won't allow that unfortunately, since it wants to parse
emails.  It's an infrequent request.

You can create the ticket, add the Cc, then correspond.
Alternately, depending on how you're handling these tickets, the API
accepts Principal ids, so you can assign a group on creation of the
ticket using that.

-kevin


pgpm2Ok26lWS0.pgp
Description: PGP signature
-- 
RT Training London, March 19-20 and Dallas May 20-21
http://bestpractical.com/training

Re: [rt-users] MySQL Question (joins and stuff)

[Kenneth Crocker]

  Landon,

I wrote some SQL to create reporting views for another system. Our RT was
on Oracle, but the SQL might be similar enough to use as an example. I
create a flattened view of Various Custom Fields, including Dates.

Let me know if you're interested.

Kenn

Sent from my Windows Phone
 --
From: Landon Stewart lstew...@iweb.com
Sent: 3/3/2014 3:02 PM
To: RT Users rt-users@lists.bestpractical.com
Subject: [rt-users] MySQL Question (joins and stuff)

Hello,

I'd never modify the database without the API but I'd like a flattened
version of the data as a snapshot every so often for statistical purposes.
 If I run the following MySQL query I basically get a line for every
CustomField Value and it duplicates all the T.* fields while writing new
data for the OCFV.* values on each line of course.

SELECT
T.id,Q.Name,T.Subject,T.Status,T.Created,T.Resolved,CF.Name,OCFV.Content
FROM Tickets T, ObjectCustomFieldValues OCFV,CustomFields CF,Queues Q
 WHERE T.id = OCFV.ObjectID AND OCFV.CustomField = CF.id AND T.Queue = Q.id
AND Q.Name = Incidents
 AND T.Status != abandoned
AND OCFV.Disabled = 0
LIMIT 1000;

OUTPUT:
id Name Subject Status Created Resolved Name Content
16478020 Incidents open resolver - This host is most likely running an open
DNS resolver. open 2013-09-19 19:19:41 2013-10-04 16:25:04 Constituency
EDUNET
16478020 Incidents open resolver - This host is most likely running an open
DNS resolver. open 2013-09-19 19:19:41 2013-10-04 16:25:04 IP 10.0.0.220
16478020 Incidents open resolver - This host is most likely running an open
DNS resolver. open 2013-09-19 19:19:41 2013-10-04 16:25:04 CCName 
16478020 Incidents open resolver - This host is most likely running an open
DNS resolver. open 2013-09-19 19:19:41 2013-10-04 16:25:04 ClientName Johnny
Appleseed
16478020 Incidents open resolver - This host is most likely running an open
DNS resolver. open 2013-09-19 19:19:41 2013-10-04 16:25:04 Customer 9877659
16478020 Incidents open resolver - This host is most likely running an open
DNS resolver. open 2013-09-19 19:19:41 2013-10-04 16:25:04 PreferredLanguage
English

What I'd like to do is have the output with the T.* columns like normal and
each CF.Name as a column name with the value from OCFV.Content would be
desired.  I think I know this involves using the right INNER or OUTER or
FULL JOIN or sub-queries or something but I'm afraid that's over my head
here.  I'm familiar with JOINs but not turning a table on it's side.  It's
either this or have a ridiculous amount of output feed into some ridiculous
kludgy script to reformat it.

If anyone knows how I could flatten this data so a snapshot of each ticket
(within a date range based on Tickets.Created or Tickets.Resolved) on one
line with CF names as columns and CF values as values can be achieved I
would really really appreciate it.  Failing that if anyone knows of any
tips to figure this out (like a primer on turning tables on their side) I'd
appreciate any advice you can give me.  :-D


-- 
Landon Stewart :: lstew...@iweb.com
Lead Specialist, Abuse and Security Management
Spécialiste principal, gestion des abus et sécurité
http://iweb.com :: +1 (888) 909-4932
-- 
RT Training London, March 19-20 and Dallas May 20-21
http://bestpractical.com/training

Re: [rt-users] Send message to every non Privileged users in the Queue

[Kenneth Crocker]

  Hajime,

You can create a group and then write a scrip to search that group
membership and add them to the cc list.

Kenn

Sent from my Windows Phone
 --
From: Hajime Takase tak...@axlbit.net
Sent: 3/3/2014 10:42 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Send message to every non Privileged users in the Queue

Hi,

I have few hundred customers and few groups in the Queue.I want to send the
messages to them like 'sales notice' or 'security notice' perhaps with
making a new ticket.But apparently I can't add groups to CC when I create
ticket.
So is there any ways to send message to every non Privileged users in the
particular Queue?

Hajime
-- 
RT Training London, March 19-20 and Dallas May 20-21
http://bestpractical.com/training

Re: [rt-users] Trying to retrive CC address

[Kenneth Crocker]

  Bryon,

I believe there is an example of that in the book I sent you.

Kenn

Sent from my Windows Phone
 --
From: Bryon Baker bba...@copesan.com
Sent: 1/29/2014 3:05 PM
To: RT Users 
(rt-users@lists.bestpractical.com)rt-users@lists.bestpractical.com
Subject: [rt-users] Trying to retrive CC address

Hello all I am trying to retrieve the CC mail address on incoming
emails/

I have tried

#  my $rcc = $self-TicketObj-CcAddresses;

#  my $rcc = $self-TicketObj-Cc-MemberEmailAddresses



And others either I get an error for invalid object or an empty set.



Hope someone can help



Thanks in advance.



Bryon Baker

Network Operations Manager

*Copesan** - Specialists in Pest Solutions*

800-267-3726  *  262-783-6261 ext. 2296

bba...@copesan.com cstep...@copesan.com

www.copesan.com

*Servicing North America with Local Care*

Re: [rt-users] Unused Scripts

[Kenneth Crocker]

  Bryon,

Why not just disable them?

Kenn

Sent from my Windows Phone
 --
From: Bryon Baker bba...@copesan.com
Sent: 1/7/2014 9:50 AM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Unused Scripts

Hello all what is the best way to delete unused scrips.



It would be easy to delete the entries in the database.  Is the acceptable?



Thanks

Bryon Baker

Network Operations Manager

*Copesan** - Specialists in Pest Solutions*

800-267-3726  •  262-783-6261 ext. 2296

bba...@copesan.com cstep...@copesan.com

www.copesan.com

*Servicing North America with Local Care*

Re: [rt-users] skip all next scrips

[Kenneth Crocker]

Alex,

Scrips run in a named (alphabetical) sequence. Write a scrip and name
it 1a something and in the scrip set the value of a specific CF on or
off and have the scrips that follow check the value of that CF.
I've done that many times.

Kenn

Sent from my Windows Phone From: Alexander Reintzsch
Sent: 12/19/2013 6:47 AM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] skip all next scrips
Hello,

I want to write a scrip. This script is the first to run on a
ticket-creation.

Under certain conditions, I don't want to run any other scrip.
So how can I do that?

Is there a way to make the script checking abort the execution of the
next scrips or make their condition-checking throw a 0 as return value?

Thanks for your help.

Cheers,
Alex

Re: [rt-users] RT 3.8.8: Which users have privileges on which

[Kenneth Crocker]

 queues?
MIME-Version: 1.0
Content-Type: text/plain; charset=utf-8
Content-Transfer-Encoding: quoted-printable

Have you tried Rights Matrix?

Kenn

Sent from my Windows Phone From: John Miller
Sent: =E2=80=8E12/=E2=80=8E13/=E2=80=8E2013 8:37 AM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] RT 3.8.8: Which users have privileges on which
queues?
Hello everyone,

We're running RT 3.8.8 (yes, I know it's old).  We're managing our=20
group and queue privileges via RT itself, rather than LDAP.  How can we=20
generate a report that shows us per queue which users have rights?

I dug through the database schema for about an hour; decided it was=20
better to ask than to keep digging.

John
--=20
John Miller
Systems Engineer
Brandeis University
johnm...@brandeis.edu
(781) 736-4619

Re: [rt-users] Check which queue owns a ticket

[Kenneth Crocker]

Why don't you include the Queue name in the search results? In fact, I
would think that would be a default result in your Config file.

Kenn


On Wed, Oct 30, 2013 at 3:42 AM, globo michael.obr...@globoforce.comwrote:

 Hi,

 I have a number of queues that are used by different departments. When I
 assign a ticket over to a department I can't view the ticket anymore ,
 which
 is fine.  But if I search the ticket after I assign it over to a department
 I cant find out which queue owns it. I would like a way to check which
 queue
 owns the ticket when I search.

 Does anyone know if it is possible to create a custom field to allow me to
 check which queue owns a ticket ? Or is there a permission to allow this ?







 --
 View this message in context:
 http://requesttracker.8502.n7.nabble.com/Check-which-queue-owns-a-ticket-tp55657.html
 Sent from the Request Tracker - User mailing list archive at Nabble.com.

Re: [rt-users] Update all tickets of queue

[Kenneth Crocker]

Have you tried bulk update?

Kenn

Sent from my Windows Phone From: andkulb
Sent: 10/29/2013 6:21 AM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Update all tickets of queue
Hello,

Is it posible with the help of scrip to do such thing:

My Queue has a custom field and when you create a ticket in that queue, the
ticket custom field is set by the value of queue custom field value.

How can I change all queue tickets custom field value on Queue custom field
value change?



--
View this message in context:
http://requesttracker.8502.n7.nabble.com/Update-all-tickets-of-queue-tp55643.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.

Re: [rt-users] CC emails not always being sent

[Kenneth Crocker]

  Stephen,

Did your notify scrip include others. Adding cc's requires that if they
are not listed in the ticket or queue as cc.

Kenn

Sent from my Windows Phone
 --
From: Cena, Stephen (ext. 300) s...@qvii.com
Sent: 10/23/2013 9:49 AM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] CC emails not always being sent

   We're having a small issue with our RT 4.0.18. Email seems to be flowing
fine to Requestors and the Owners. However on two occasions, a manager
wanted to include two other managers (neither of which have an account on
this RT server). So he added their email addresses as CC's. Neither manager
got the email. He did say when he made a Comment and not a Reply, that the
managers could see it.

Did I miss a permission setting somewhere, or what could be causing this. I
will be upgraded to 4.2.0 (hopefully) by next month. I've done an upgrade
with a test system  saw some errors/warnings I didn't like.

Thanks!

Stephen Cena
QVII
MIS/IT Dept
850 Hudson Ave.
Rochester, NY. 14620
585-544-0450 x300
s...@qvii.com
Thank you for helping us help you help us all.
--For email related issues, please contact postmas...@qvii.com

Re: [rt-users] RT on MAC

[Kenneth Crocker]

Kevin,

Being mostly a design guy and not much of a technical guy on OS setups,
etc, would the Geek squad be able to download RT onto my Mac?

Kenn


On Sun, Jul 28, 2013 at 6:48 PM, Craig Ringer cr...@2ndquadrant.com wrote:

 On 07/26/2013 03:07 AM, Kenneth Crocker wrote:
  Kevin,
 
  That is really good news. I'll take a look.

 Your email client is discarding References: and In-reply-to: headers, so
 it breaks the threading every time you reply.

 That's not a huge problem, but if you plan on using mailing lists more
 in future I would suggest fixing it.

 --
  Craig Ringer   http://www.2ndQuadrant.com/
  PostgreSQL Development, 24x7 Support, Training  Services

Re: [rt-users] RT on MAC

[Kenneth Crocker]

Kevin,

Thank you so much. I was looking at the install instructions Craig
mentioned and it looked like I have to be on Mac OS server. I'm not
sure if my 10.7 lion qualifies.

Kenn

Sent from my Windows Phone From: Kevin Falcone
Sent: 7/25/2013 8:20 AM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] RT on MAC
On Tue, Jul 23, 2013 at 10:02:23PM -0700, Kenneth Crocker wrote:
I have an IMAC with Windows 7 running on Parallels. Is it possible to 
 install RT into that
environment? If so, what are the system requirements and do you have a 
 good set of
installation instructions for this

Several RT developers work exclusively on OS-X and RT runs fine there
(we use perlbrew to install a newer perl and homebrew to manage things
like newer database versions).

Windows 7 is not a supported RT deployment platform.

-kevin


pgpAI14AVk5Ia.pgp
Description: PGP signature

Re: [rt-users] RT on MAC

[Kenneth Crocker]

Kevin,

That is really good news. I'll take a look.
Thanks.

Kenn

Sent from my Windows Phone From: Kevin Falcone
Sent: 7/25/2013 11:27 AM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] RT on MAC
On Thu, Jul 25, 2013 at 10:56:11AM -0700, Kenneth Crocker wrote:
 Thank you so much. I was looking at the install instructions Craig
 mentioned and it looked like I have to be on Mac OS server. I'm not
 sure if my 10.7 lion qualifies.

Those are Unofficial Installation Guides and as such are likely out of
date.  See the header on every single one of them.

Follow the official installation instructions.  I've developed RT on every
release of Max OS-X since... 10.3?

-kevin


 Sent from my Windows Phone From: Kevin Falcone
 Sent: 7/25/2013 8:20 AM
 To: rt-users@lists.bestpractical.com
 Subject: Re: [rt-users] RT on MAC
 On Tue, Jul 23, 2013 at 10:02:23PM -0700, Kenneth Crocker wrote:
 I have an IMAC with Windows 7 running on Parallels. Is it possible to 
  install RT into that
 environment? If so, what are the system requirements and do you have a 
  good set of
 installation instructions for this

 Several RT developers work exclusively on OS-X and RT runs fine there
 (we use perlbrew to install a newer perl and homebrew to manage things
 like newer database versions).

 Windows 7 is not a supported RT deployment platform.


pgpE3xcm7x1p9.pgp
Description: PGP signature

[rt-users] RT on MAC

[Kenneth Crocker]

I have an IMAC with Windows 7 running on Parallels. Is it possible to
install RT into that environment? If so, what are the system requirements
and do you have a good set of installation instructions for this

Thank you.

Kenn

Re: [rt-users] Problem with multple new tickets on same subject

[Kenneth Crocker]

We had the same problem and opted to train our users to NOT use Reply
All and then we put that instruction in ALL our templates at the top.

Kenn

Sent from my Windows Phone From: k...@rice.edu
Sent: 5/28/2013 8:34 AM
To: Asif Iqbal
Cc: rt-users Users
Subject: Re: [rt-users] Problem with multple new tickets on same subject
On Tue, May 28, 2013 at 11:16:03AM -0400, Asif Iqbal wrote:
 On Thu, May 9, 2013 at 1:23 PM, k...@rice.edu k...@rice.edu wrote:

  On Thu, May 09, 2013 at 05:14:59PM +0100, Mª Eugenia Moreno wrote:
   I am not sure if there is any solution to this. I have been digging
   everywhere for information but I couldn't find any solution.
  
   I am currently using RT 4 as the ticketing system in my company. Below is
   the scenario:
  
   Colleague A emails to the RT’s email and include Colleague B in the loop
  as
   Cc.
  
   RT create new ticket (#1 New Test Ticket) and send auto reply email
   to Colleague A with Ticket ID.
  
   Colleague B ”reply all”  on the original email sent by Colleague A  thus
   creating another ticket on RT (#2 RE: New Test Ticket).
  
   Is there a way to recognize the subject text instead of the ticket ID to
   avoid the creation of a new ticket? The ideal situation would be to add B
   email to the same ticket of A email instead of creating a new ticket. At
   the moment I am doing manually, I go to RT interface and link ticket #2
  to
   ticket #1.
  
   I would be very grateful if someone could help.
  
   Thanks a lot,
  
   Maria
 
  Hi Maria,
 
  You may want to take a look at this set of patches:
 
  http://code.google.com/p/rt-references/
 
  We use something very similar in-house.
 
 
 Can you show what you did different ? I am looking into this code and
 planning to test it out.


Our old code only handles the In-Reply-To: header and does not look for
the References: header and uses a direct SQL query to look up the message
ids, yuck. The code at the link above uses the more standard API's. If you
only want to use the In-Reply-To: headers, just delete/comment out the
sections for References:.

Regards,
Ken


-- 
RT Training in Seattle, June 19-20: http://bestpractical.com/training


-- 
RT Training in Seattle, June 19-20: http://bestpractical.com/training

Re: [rt-users] Problem with multple new tickets on same subject

[Kenneth Crocker]

Setting up response emails to match the workflows is key. You have to
keep the global responses to a minimum and develop based on the
workflow design for each step/queue in the workflow process.

Kenn

Sent from my Windows Phone From: k...@rice.edu
Sent: 5/28/2013 10:42 AM
To: Asif Iqbal
Cc: Kenneth Crocker; rt-users Users
Subject: Re: [rt-users] Problem with multple new tickets on same subject
On Tue, May 28, 2013 at 12:23:59PM -0400, Asif Iqbal wrote:
 On Tue, May 28, 2013 at 12:20 PM, Kenneth Crocker 
 kenn.croc...@gmail.comwrote:

  We had the same problem and opted to train our users to NOT use Reply
  All and then we put that instruction in ALL our templates at the top.
 
 

 We have very little faith in our users. They are very good at ignoring
 instructions.

 I am curious what kind of wording you put in your template which you suggest
 to be working.


In our case, we tried the discouraging the use of Reply All but kept
running into workflows where it was needed unless the entire workflow
was redesigned. After the 2nd reasonable case, we opt-ed for the
programatic solution and everyone is satisfied with it.

Regards,
Ken


-- 
RT Training in Seattle, June 19-20: http://bestpractical.com/training

Re: [rt-users] clone SpawnChildTicket

[Kenneth Crocker]

Naresh,

I believe there is a scrip in the RT wiki that uploads time to any and all
parents of a child ticket. Perhaps, you could use that scrip as an example
of how to update the tickets above the child and modify it to do the same
for comments.

Kenn


On Thu, Apr 25, 2013 at 4:28 PM, naresh reddy nareshbt...@yahoo.com wrote:

 Hi all
 I am kind of new to RT can you please suggest.


 I am trying to develop a proof of concept to my company. I
 have successfully installed RT with inbound and outbound email facility.
 I am trying to explore the plugin CHILD/PARTEN-DEPENDS relationships. i
 have installed the plugin. but when ever a child/depneded tickets is
 commented, I cannot see the comments copied back to the parent ticket.
 can you please suggest


 Regards
 NARESH

Re: [rt-users] Limit Owner dropdown to only privileged users

[Kenneth Crocker]

Paul,

To own a ticket, you have to have the right to Take a ticket.

Kenn


On Tue, Apr 16, 2013 at 7:31 PM, hopcon suppo...@hopkinsonconsulting.com.au
 wrote:

 I am having this same problem in RT 4.0.7, but your solution doesn't work
 for
 me as there is no OwnTicket option in Group Rights under either group or
 queue configurations.

 What is the new way of limiting ticket ownership to priveleged users?

 -- Paul --



 --
 View this message in context:
 http://requesttracker.8502.n7.nabble.com/Limit-Owner-dropdown-to-only-privileged-users-tp10765p53502.html
 Sent from the Request Tracker - User mailing list archive at Nabble.com.

Re: [rt-users] My Reminders

[Kenneth Crocker]

  Ram,

Then why not just create a search that pulls tickets based on your date and
owner parameters and put it in a dashboard and have it go to the guy
instead of giving him permissions that lets him muck around in tickets he
doesn't own? Keeps the problems at a minimum.

Kenn

Sent from my Windows Phone
 --
From: Ram ram0...@gmail.com
Sent: 4/12/2013 8:58 AM
To: rt-users rt-users@lists.bestpractical.com
Subject: Re: [rt-users] My Reminders

On Thu, Apr 11, 2013 at 11:06 AM, Ram ram0...@gmail.com wrote:
  Anyone?
 
 
  Ran into some unexpected behavior today - looking for insight.
 
  User1 owns a ticket and user2 set a reminder on the ticket - the
 reminder
  is owned by user2 AFAICT. User2 does not see the reminder in his 'my
  reminders' module.
 
  Is that the expected behavior?
 
 
 

 Ram,
 Kinda interested as to why someone other than the owner of the ticket
 managed to even create a reminder. I would think the owner of the ticket
 would not want other people messing with his ticket and only the owner
 would control what happens to the ticket. However, be that as it may, when
 a reminder ticket is created, I believe the OWNER of that tickets gets to
 see the reminders on HIS tickets.
 I may be wrong, but that's how I think it goes.
 Kenn


I have a manager who wants to keep an eye on a particular ticket one of his
team-members owns so he can ensure it doesn't stagnate.

What is the purpose of the 'Owner' drop down in the Reminders portlet on
Ticket/Display.html?

Re: [rt-users] Problem with multple new tickets on same subject

[Kenneth Crocker]

Freddy,

Instruct your users that RT takes care of CC's and that they do NOT need
to do a Reply All. A simple Reply will do. I have put that comment into
many templates.

Kenn


On Fri, Apr 12, 2013 at 1:01 AM, Freddie Quah [Springworks] 
freddie.q...@springworks.com.my wrote:

 Hi,

 ** **

 I am not sure if there is any solution to this. I have been digging
 everywhere for information but no solution to it so far.

 ** **

 I am currently using RT 4.0.10. Customer creates ticket via email. Below
 is the scenario:

 ** **

 Customer A and Customer B are colleagues. 

 Customer A emails to the RT’s email and include Customer B in the loop.***
 *

 RT create new ticket and send auto reply email to Customer A with Ticket ID
 

 Customer B ”reply all”  on the original email sent by Customer A thus
 creating another ticket on RT.

 ** **

 Is there a way to recognize the subject text instead when there is no
 ticket ID present?

 ** **

 ** **

 Thanks  Regards,

 *Freddie Quah*

 ** **

 [image: 450_V2-Springworks]

   

 *CONFIDENTIALITY CAUTION: *
 This message is intended only for the use of the individual or entity to
 whom it is addressed and may contain information that is privileged and
 confidential. If you, the reader of this message, are not the intended
 recipient, you should not disseminate, distribute or copy this
 communication. If you have received this communication in error, please
 notify us immediately by return email and delete the original message.
 Thank you.

 ** **

 *[image: cid:image001.png@01CCA2BB.CF75F520]** *Please consider the
 environment before printing this e-mail

 ** **

image002.pngimage001.png

Re: [rt-users] My Reminders

[Kenneth Crocker]

Ram,

Kinda interested as to why someone other than the owner of the ticket
managed to even create a reminder. I would think the owner of the ticket
would not want other people messing with his ticket and only the owner
would control what happens to the ticket. However, be that as it may, when
a reminder ticket is created, I believe the OWNER of that tickets gets to
see the reminders on HIS tickets.

I may be wrong, but that's how I think it goes.

Kenn


On Thu, Apr 11, 2013 at 11:06 AM, Ram ram0...@gmail.com wrote:

 Anyone?


 Ran into some unexpected behavior today - looking for insight.

 User1 owns a ticket and user2 set a reminder on the ticket - the reminder
 is owned by user2 AFAICT. User2 does not see the reminder in his 'my
 reminders' module.

 Is that the expected behavior?

Re: [rt-users] Silent Assign and Resolve

[Kenneth Crocker]

Rob,

You could modify your notify XX on Resolve scrip to stop if the new
status value is resolve and the old one was new, unless you also open the
ticket and then assign it. You have to consider what state the ticket is
ALWAYS in when you assign/resolve it. Then use that condition in your
scrip.

Kenn


On Mon, Apr 8, 2013 at 8:05 AM, Rob Lister r...@lonap.net wrote:


 Hello,

 Is there a way to modify the Templates/Scrip so that when a ticket is
 Assigned and Resolved at the same time, the This ticket has been assigned
 to you e-mail is not sent to the assigned user?

 In our case we have users that reply via e-mail and don't use the web
 interface very often, every so often I go through and assign/resolve any
 outstanding tickets, and the notifications can lead to confusion.

 (I did try to a script that allows assign/close via e-mail, but I couldn't
 get it to work...)

 On RT 3.8.8


 Thanks,


 Rob

Re: [rt-users] Why RT?

[Kenneth Crocker]

Mark,

I haven't worked with the tools you mentioned, but I can tell you that RT
is designed and written to be very flexible. Rather than design a bunch of
stuff that has to be ripped out or re-worked, Best Practical gives you a
system that acts as a foundation from which you can EASILY add more
functionality as you evolve your processes. As a consultant, I have worked
with many other tools from very large companies like IBM, HP as well as
seen some Enterprise level cloud systems like Daptiv and although RT
doesn't give you the Enterprise perspective, it does give you more design
flexibility than any of them as well as one of the best ticketing systems
I've seen. The ability to design different functions and processes for each
individual Queue, as well as permissions on that same level, allows you to
apply multiple approaches and designs to answer your process needs. Do you
remember the TV commercial where the guy is walking thru a Circuit City
store and states I could have got a better TV, FOR LESS!. Well, that's RT.

Kenn


On Thu, Apr 4, 2013 at 5:23 AM, Mark Goodge m...@good-stuff.co.uk wrote:

 As part of a report I'm putting together for our management, I'd
 appreciate comments from other RT users as to why you chose RT over other
 ticketing systems. In particular, I'm interested to know what
 features/benefits RT provides you as compared with other open source
 ticketing systems such as osTicket and OTRS.

 All comments gratefully received!

 Cheers

 Mark

Re: [rt-users] full self-service 'new ticket' for unpriv users?

[Kenneth Crocker]

Edsall,

The ability to see a Custin Field is a privilege that has to be granted.
check into Privileges/permissions.

Kenn

On Tue, Mar 19, 2013 at 5:36 AM, Edsall, William (WJ) wjeds...@dow.comwrote:

  Hello list,

 I’m trying to manage with unprivileged users. On the self service page for
 new tickets, the users aren’t seeing custom fields. Is it possible to make
 the ticket submission self service page show custom fields? 

 ** **

 William 

 * *

 ** **

Re: [rt-users] Changing Time Fields to Days

[Kenneth Crocker]

Kevin,

Would the reports from searches report in minutes or days? What about 1/2
days, etc?

Kenn

On Mon, Mar 11, 2013 at 11:40 AM, Kevin Falcone
falc...@bestpractical.comwrote:

 On Fri, Mar 08, 2013 at 03:20:00PM +, Raymond Corbett wrote:
 The modify ticket portal  of the Metadata provides three fields that
 offer the selection of
 Minutes or Hours.
 
 . Time Estimated
 . Time Worked
 . Time Left
 
 Our development cycle is often days.How can I add the option Days
 to this pull down
 selection list?

 The easy part is teaching Elements/EditTimeValue and
 Elements/SelectTimeUnits how to list Days in that dropdown.

 The fun part will be teaching the PreprocessTimeUpdates code in
 RT::Interface::Web how to handle it and the render code and tweaking
 the user preference to show days also.

 This is probably easier to do as a patch you try to convince core to
 take than a standalone extension.

 -kevin



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Re: [rt-users] Permissions Questions

[Kenneth Crocker]

Ray,

Yep. It also depends on where you saved those group searches and the
Group permissipns you gave to members of those groups. Group permissions
are different than Queue/Ticket permissions.

For example, you could give members of Group 2 the rights to see/modify,
load, etc Group2 searches but NOT give those rights to members of the other
groups. Then Ray, being a member of all 3 groups, would only see the
searches saved under Group2.

If those searches are all the same, then you could save those searches are
RT Global searches and NOT saved as Group searches and then Ray would only
see them once.

It really boils down to how you have your Queues and Groups set up. If you
segregate enough, you can create groups that are combinations of other
groups and then grant rights appropriately. There's all kindsof
configurations you can play with if you set up the Queues/Groups
relationships correctly.

I could answer more definitively if I knew what groups need to see what
information in what Queues. The kinds of overlaps in information and
searches, etc.

Hope this helps.

Kenn

On Wed, Feb 20, 2013 at 7:25 AM, Raymond Corbett 
raymond.corb...@arcproductions.com wrote:

  Hello all. 

 ** **

 Great system.  Slowly I am getting my head around permissions.  However I
 have a problem with this situation:

 ** **

 I have a User:  Ray

 ** **

 Ray is a member of 3 groups:

 **· **Group Q1

 **· **Group Q2

 **· **Group Q3

 ** **

 These Groups all watch the following Queues:

 **· **Q1

 **· **Q2

 **· **Q3

 ** **

 Each of these Queues have saved searches associated with them. 

 ** **

 I now want a Dashboard, let’s say it will be called  Ray’s Q2 Dashboard. *
 ***

 ** **

 I want to see the saved searches portal here but I would like it to show
 only  the Q2  saved searches. 

 ** **

 Since Ray watches all three queues, I find that I am getting the Save
 Searches showing for all the 3 Queues. 

 ** **

 Possible to do with the correct Permission settings?

 ** **

 ** **

 ** **

 [image: ARC] http://www.arcproductions.com/

 *Ray Corbett  Technology Projects Manager**

 p:** **416.682.5200 x5232  | f: 416.682.5209
 Arc Productions Ltd. | 230 Richmond Street East | Toronto, ON M5A 1P4
 www.arcproductions.com* 

  

 ** **



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Re: [rt-users] Update DueDate on CF modification

[Kenneth Crocker]

Alex,

You need your condition to be user-defined,  something like this:

# Scrip name:  WorkFlow on Next Action

# Condition: User Defined

# Action:  User Defined

# Template:  Global template: Blank

# Stage:TransactionBatch

#

# Custom condition:

#

# Set up initial values



my $trans = $self-TransactionObj;

my $ticket = $self-TicketObj;



# check for CF Next Action is 'Post Construction', get out if not



return ($trans-Type eq CustomField 

$trans-Field eq 50 

$trans-NewValue eq Post Construction);



return 0;


This allows you to check a specific CF for a specific value.


Kenn

On Fri, Feb 15, 2013 at 4:24 AM, Alex Young alexyo...@housingpartners.co.uk
 wrote:

 Hi. I'm using RT 4.0.5. I am trying to update the DueDate field with the
 contents of a custom field with the datetime content. IT works fine on
 creation of the ticket if I set the condition to On Transaction or On
 Create but it doesn't update the DueDate field if the CF is modified
 later. Any ideas how I can update DueDate when the CF is modified?

 My scrip is:
 Condition: On Transaction
 Action: User defined
 Template: Global template: Blank
 Stage: TransactionCreate (Also tried TransactionBatch)
 Custom Condition:
 return 1;
 Custom action prep code:
 return 1;
 Custom action cleanup code:
 ## Turns into -mm-dd format for date conversion by RT::Date
 my $trans = $self-TransactionObj;
 my $ticket = $self-TicketObj;
 my $cf_date = $ticket-FirstCustomFieldValue('Deployment DateTime');

 my $duedate = RT::Date-new($RT::SystemUser);
 $duedate-Set(Format='unknown', Value=$cf_date);

 $ticket-SetDue($duedate-ISO);

 Thanks.


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Re: [rt-users] Referring to CustomField by ID in TicketSQL

[Kenneth Crocker]

Try giving those two Custom fields some sort of identifier, like a prefix
or suffix. Might help.


Kenn

On Tue, Dec 11, 2012 at 5:42 PM, John Kelsh jke...@netspot.com.au wrote:

 Hi All,

 Is this possible? i.e. can a custom field value be selected by custom
 field id?

 I want to use this to distinguish between two identically named custom
 fields.

 Thanks,
 
 We're hiring! http://bestpractical.com/jobs


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Re: [rt-users] how to do multiple separate approval sources

[Kenneth Crocker]

Aaron,

Set up a queue for each building and then you can set up approvals for each
individual Queue.

Kenn

On Tue, Oct 30, 2012 at 2:00 PM, Aaron Zuercher
aaron.techge...@gmail.comwrote:

 Hi all,
 My school district has been using RT for IT for many years with great
 success.  We are looking to expand the use and add approvals.  I have setup
 a basic approval queue and am testing that but I'm not sure how to expand
 it to cover multiple buildings.

 Here's the use scenario:  We what principals of each building (7 total) to
 be able to approve tickets from the staff of just their building.  I have
 setup a custom field in the tickets where they requester can select the
 building they are in.   Is there a way to script the approval so that if
 custom field = building 1 then approval goes to principal 1, etc?  Or do I
 need to setup separate queues for each building?

 I'm confused about what is the best approach to this problem. Any advice
 is appreciated!

 Aaron

 
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Re: [rt-users] correcting users annoying behavior

[Kenneth Crocker]

Tim,

Have you tried training them? Have a class for all the RT users and point
out how they are creating a nightmare and show them how RT automatically
takes care of CC's, etc.once they are set up in the ticket. Discuss with
them other methods and ask them about changes they might like to have. Give
them a reason to work with you.

Hope this helps


Kenn

On Wed, Oct 24, 2012 at 8:57 AM, Tim Dunphy bluethu...@gmail.com wrote:

 Hello,

  We have an RT server at our company that is growing in popularity. Other
 depts are starting to use it and the RT is starting to process more and
 more tickets. We live in a very big production house that gets very busy
 and has 'crisis' moments at least a few times week. During such 'crises'
 users tend to respond to RT tickets by putting the rt-reply address in the
 CC: field of the email. The email thread could then go on for another 20 to
 30 emails or so, each generating a new ticket because RT is in the CC:
 field and not the TO: field.

  I'm not very optimistic of my chances of walking up to each and every
 user and wagging my finger in their face to correct the proper RT behavior
 of leaving RT in the 'TO' field and not the CC' field. So my question to
 you, dear listers, is is there any way to handle this situation on the RT
 side? A plugin or setting that gets RT to NOT create a new ticket if it
 receives mail by way of the CC line of the email?

  Another annoying behavior we're trying to correct is employees forgetting
 that they have tickets! Is there any way to get RT to email a reminder to
 the owner of a ticket after X amount of time has passed on a ticket with no
 activity?

 Thanks
 Tim

 --
 GPG me!!

 gpg --keyserver pool.sks-keyservers.net --recv-keys F186197B




 
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Re: [rt-users] RT ticket stuck in on_hold status

[Kenneth Crocker]

Tue,

What is RT doing? A description of how it acts, like error messages, etc.
would be helpful.

Kenn

On Wed, Oct 17, 2012 at 1:45 PM, Tue Minh minhtu...@yahoo.com wrote:


 Hi Sir/Madam,

 we are using RT system for our test request tracking purposes. We have a
 ticket that was created, resolved and then put on hold. However, after this
 ticket is put on hold, we are unable to changed the ticket to any other
 status.

 could you please help me with some guildance on what the issue may
 possibly be? (screenshot attached)

 Thanks!
 Luke






 
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Re: [rt-users] time worked etc display in hours by default?

[Kenneth Crocker]

Alex,

I had a customer that wanted all time recorded in man days. An entry of 1
would = 1 day (8 hours) and an entry of 1.5 would = 12 hours or 1.5 days.
To get this to happen for all search results and displays, I had to change
the Database to define all the time fields to have 3 decimal postions to
the right of the whole number (i.e. 999.999) where 1.125 would be the same
as 1 day and 1 hour or 9 hours. Then, I changed all the html to remove the
drop-down for hours, etc. and replace it with a literal of TIme is in
days, where .125 = 1 hour. So the users would know that their entries were
for days with decimal positions for hours. That display had to be changed
in all entry and update displays for the time fields.

I'm not sure if you want to go to that extent. It is my understanding that
RT has a drop-down for entry, but all time is stored in minutes, which was
why I had to modify the Database.

Hope this helps.

Kenn

On Wed, Oct 17, 2012 at 3:21 AM, Alex Young alexyo...@housingpartners.co.uk
 wrote:

 Seems displaying the Time Worked field and Time Estimated field on the
 search results always displays it in minutes in 4.0.5. Does anyone else see
 this behaviour or is it something wrong with our local RT install?

 ** **

 Time Left works correctly, showing hours/weeks etc.

 ** **

 Also, is it possible to just display in hours, rather than weeks? As a
 week to us is 5 days, 9am-5pm the weeks aren’t really relevant. 

 ** **

 *From:* rt-users-boun...@lists.bestpractical.com [mailto:
 rt-users-boun...@lists.bestpractical.com] *On Behalf Of *Alex Young
 *Sent:* 16 October 2012 16:49
 *To:* rt-users@lists.bestpractical.com
 *Subject:* [rt-users] time worked etc display in hours by default?

 ** **

 Is it possible to set all times to display in hours, rather than minutes?
 We have some tickets with thousands of minutes each, and it would be much
 more useful to see search results as hours. Any idea if it’s possible in RT
 4.0.5?

 ** **

 A search hasn’t turned up anything useful.

 ** **

 Thanks.


 
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Re: [rt-users] Add to all emails a link to the ticket.

[Kenneth Crocker]

Juanjillo,

You can create or update a template to have the ticket link in it.

Kenn

On Sat, Oct 6, 2012 at 3:51 PM, Juanjo juanji...@gmail.com wrote:

 Any help?
 El 01/10/2012 17:02, Juanjo juanji...@gmail.com escribió:

 Hi to all.

 When we create or assign a ticket the email that the user receive have a
 link to the ticket.
 But one response with email about the ticket make the user connecto to
 see it on the rt system.

 Coud i attach a link to the ticket in every email sended?

 Thanks
 Regards,

 --
 Un saludo.
 Juanjo Corral



 
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Re: [rt-users] share dashboard with a group

[Kenneth Crocker]

First of all, you cannot save/share a search/dashboard for a group unless
you are a member of that group. If you are an admin with the correct
privileges, you can set the privileges for that group to allow them to
see/load/modify that search/dashboard.

If you don't want to be a member of a bunch of groups, but want to create
searches/dashboards for them, then join them, create/save those
searchs/dashboards, set the privileges, then get out of that group.

Queue and ticket and Custom field privileges are not the same as group
privileges, so being an admin does NOT make you a member of any group and
therefore group privileges and searchs and dashboards and such can only be
done when you make yourself a member of that particular group.

Hope this helps.

Kenn

On Fri, Oct 5, 2012 at 10:09 AM, Asanka Gunasekera 
asanka_gunasek...@yahoo.co.uk wrote:

 hi Glenn, is seem when the person who trying to create the dash for the
 group needs to be in that group for it to appear under Privacy

 Thanks and Best Regards


   --
 *From:* Asanka Gunasekera asanka_gunasek...@yahoo.co.uk
 *To:* Glenn E. Sieb gs...@efashionsolutions.com; 
 rt-users@lists.bestpractical.com rt-users@lists.bestpractical.com
 *Sent:* Friday, 5 October 2012, 22:14

 *Subject:* Re: [rt-users] share dashboard with a group

 Hi Glenn I am using RT 4 and I am trying to create group dash boards using
 root account and I am unable to see any option as you mentioned attached is
 an screen print


 Thanks and Best Regards


   --
 *From:* Glenn E. Sieb gs...@efashionsolutions.com
 *To:* rt-users@lists.bestpractical.com rt-users@lists.bestpractical.com

 *Sent:* Thursday, 4 October 2012, 0:26
 *Subject:* Re: [rt-users] share dashboard with a group

 On 10/03/2012 02:07 PM, Asanka Gunasekera wrote:
  Hi Albert, this document does not tell you how to create the shared
 dashboard :(
 
 Save it as a dashboard for that group.

 When you click Home/New Dashboard see Privacy? That's the important
 bit. If you have rights to create dashboards for that group, you should see
 it in the dropdown list.

 --Glenn

 -- Glenn E. Sieb
 System Administrator
 +1 201 809-4958

 eFashionSolutions
 80 Enterprise Avenue South
 Secaucus, NJ 07094


 
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Re: [rt-users] Updating parent tickets with time fields

[Kenneth Crocker]

Alex,

I wrote a scrip that adds time entered into a child ticket automatically to
all parents of that ticket, in case that child has more than one parent or
more than one grandparent, etc.

I'll have to look it up, but check back with me in a couple days and I
might have it by then. I'm not home and at a customer site at the moment.

Kenn

On Mon, Oct 1, 2012 at 2:34 AM, Alex Young
alexyo...@housingpartners.co.ukwrote:

 I have very slightly modified the AutoUpdate Parents with TimeWorked
 script
 (http://requesttracker.wikia.com/wiki/AutoUpdate_Parents_with_TImeWorked
 ) to also update Time Estimated and Time Left.

 Everything works fine, except it doesn't update the parent ticket if you
 put any time values in during ticket creation. As we are creating a lot
 of child tickets, it would be much easier for us to be able to update
 these fields during child ticket creation, rather than going into each
 ticket to update them.

 Any ideas how I could get this scrip to update when a ticket is created,
 as well as when the field itself is modified?

 Thanks.

 
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Re: [rt-users] relations between reminder and ticket

[Kenneth Crocker]

Asanka,

Reminders ARE Tickets, in that they reside in the TICKETS Table. The
difference is Type.

Kenn

On Tue, Sep 25, 2012 at 12:36 AM, Asanka Gunasekera 
asanka_gunasek...@yahoo.co.uk wrote:

 Hi I am trying find why this is hapening Couldn't find Ticket for
 reminder 2087. Please contact administrator. since I have put the cleanup
 scripts and they workes when I do testing. But once in a while I get this
 error on the dash board. What I do is log in to the DB and make it resolved

 I have been going through the DB and unable to find the relation between
 the ticks and treminders

 Thanks and Best Regards

   --
 *From:* Asanka Gunasekera asanka_gunasek...@yahoo.co.uk
 *To:* rt-users@lists.bestpractical.com rt-users@lists.bestpractical.com

 *Sent:* Thursday, 20 September 2012, 14:14
 *Subject:* [rt-users] relations between reminder and ticket

 Hi anyone can tell me where RT keeps the relationship between a ticket and
 a reminder

 Thanks and Regards


 
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Re: [rt-users] time worked report

[Kenneth Crocker]

Paul,

Like Thomas said, build the query you want and add the Timeworked column.
However, to make this a weekly report, you need to put it in a dashboard
set to run weekly. That would do it.

Hope this helps.

Kenn

On Wed, Sep 19, 2012 at 3:41 PM, Paul Muther dalam...@gmail.com wrote:

 Is there a way to do this easily to show time worked for a range of dates?
  For example if I submit time for techs on a weekly basis showing the
 effort put into each ticket?  Currently I'm using a rather unreliable
 method of table joins and a back end SQL query.

 In almost all implementations of this there is a desire to look at TechA
 and see the time he/she has contributed to a ticket.  In most cases the
 ticket is owned by that individual so all theTime Worked within that week
 can be counted toward the person.

 In other cases I need to know how much in the way of man hours was spent
 working tickets for a given week, even if the ticket spans multiple weeks.
  There seems to be no easy way to pull that data without opening new
 tickets at the beginning of each work week and closing them at the end.

 Thanks much.

 On Sep 19, 2012, at 3:20 PM, Thomas Sibley t...@bestpractical.com wrote:

  On 09/19/2012 02:48 PM, Frankie Gibbs wrote:
  I currently use the RT 3.8.7 and I need to automatically calculate the
  time worked on each ticket, is this possible?. how I can do to get that
  report?
 
  Construct the search for the tickets you want using the Query Builder
  and then add the TimeWorked column to the format at the bottom of the
  builder.  Then run the search to see your results.  You can download the
  results as a spreadsheet (TSV) using Feeds → Spreadsheet.
 
 
  
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Re: [rt-users] capture status change to apply custom filed status

[Kenneth Crocker]

Asanka,


That would probably be the transaction with a type of Create. That's what
triggers the ticket being created. If that is what you mean.

kenn

On Wed, Sep 19, 2012 at 3:25 AM, Asanka Gunasekera 
asanka_gunasek...@yahoo.co.uk wrote:

 this

   --
 *From:* Asanka Gunasekera asanka_gunasek...@yahoo.co.uk
 *To:* rt-users@lists.bestpractical.com rt-users@lists.bestpractical.com

 *Sent:* Friday, 14 September 2012, 12:50
 *Subject:* capture status change to apply custom filed status

 Hi, how can I capture the action of opening (not the open status) a new
 ticket to apply a custom filed value to Work in progress

 Thanks and regards




 
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Re: [rt-users] TimeWorkedReport.html

[Kenneth Crocker]

Mayk,

You'd have to modify the code that produces the report. I modified it to
alter the SuperUser requirement to show ALL ticket owners (in a Queue) to
require membership in a management group instead.

Hope his helps.

Kenn

On Mon, Sep 17, 2012 at 8:31 AM, Mayk Backus bac...@nlcom.nl wrote:

 Hello List,

 Does anyone know if it's possible to adjust this script (found in the
 wiki) to display te requestor information ?  It mentions the creator , wich
 in most cases is fine, but when our agents create a ticket on behalf of a
 customer, the agent is the creator what results in the script displaying
 the time but the customer is our agent.
 I think this could be a nice add-on for this script, but i lack the
 knowledge in doing this.

 Any help would be greatly appreciated. Other suggestions for reporting
 tools also.

 thanks in advance,


 Regards

 Mayk


 
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Re: [rt-users] Using non-standard status only

[Kenneth Crocker]

Kevin,

Yep, forgot about that. Been working mostly on 3.6 and 3.8 systems lately.
Brain fart.

Kenn

On Fri, Sep 14, 2012 at 10:47 AM, Kevin Falcone
falc...@bestpractical.comwrote:

 On Wed, Sep 12, 2012 at 09:53:23PM -0700, Kenneth Crocker wrote:
 Although you could change those status values, why? If a ticket is
 invoiced or whatever, it is
 still open. Why not create a Custom Field that shows what its state
 within the open status,
 ie. invoiced, check pending and a ton of others. This CF could also
 be used in queries,
 dashboards, etc. You can write scrips using them. There really is no
 need to change those
 values when a Custom Field could be used. I mean you can, but if you
 change the configured
 values, you might run the risk of having to change other things as
 well. The Custom Fields
 allow you to make changes within the vanilla design.

 Kenn - with RT4 and the introduction of Lifecycles, changing the vanilla
 status configuration is much much easier than it was in 3.8. We make use of
 several Lifecycle configurations that do not use open/stalled/resolved
 within BestPractical and we find them tremendously useful.

 You can read more about Lifecycles at:
 http://bestpractical.com/rt/docs/latest/RT_Config.html#Lifecycles

 -kevin

 On Wed, Sep 12, 2012 at 12:57 AM, Maciej Dobrzanski [1]
 reg.bestpracti...@posterus.com wrote:
 
   Hello,
 
   I want to use custom lifecycles for various queues. The thing I've
 been
   wondering about is about some of the standard statuses such as
 'new' or
   'open'. They are referred to in a few other places besides just
 tickets:
 
   defaults = {
   on_create = 'new',
   on_merge = 'resolved',
   approved = 'open',
   denied = 'rejected',
   reminder_on_open = 'open',
   reminder_on_resolve = 'resolved',
   },
 
   So my question is: Does it matter at all what statuses reminders
 use other
   than transition between the two should be allowed? For example in a
 billing
   queue I could have 'invoiced', 'overdue', 'disputed', 'paid' and
   'cancelled', so would it break anything if I just set reminders to
 use


 
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Re: [rt-users] Notify user from scrip about missing field

[Kenneth Crocker]

Jack,

I don't think RT allows a scrip to send a message to the screen. That would
be a REAL nice enhancement. I got around the problem by triggering an email
to notify the person making the change that the change was NOT accepted and
that the ticket was reverted to the original status.

Hope this helps.

Kenn

On Fri, Sep 14, 2012 at 10:44 AM, Jack Zabolotnyi jzabolot...@arces.netwrote:

 Hi.

 Is there any way to notify user from scrip about missing fields? I'm
 looking for something similar to RT's behaviour if mandatory field's value
 is missing (RT reports an error and doesn't accept transaction) but to be
 triggered from scrip.

 Thanks in avance.

 --
 Jack Zabolotnyi
 Arces Network, LLC

 e: jzabolot...@arces.net
 w: http://www.arces.net

 PGP key: 2048R/7F2AB658 2012-07-02
 PGP fingerprint: 4C7E 00A8 5210 F3D9 0509  C70E 87C8 666E 7F2A B658



 
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Re: [rt-users] Using non-standard status only

[Kenneth Crocker]

Maciej,

Although you could change those status values, why? If a ticket is invoiced
or whatever, it is still open. Why not create a Custom Field that shows
what its state within the open status, ie. invoiced, check pending and a
ton of others. This CF could also be used in queries, dashboards, etc. You
can write scrips using them. There really is no need to change those values
when a Custom Field could be used. I mean you can, but if you change the
configured values, you might run the risk of having to change other things
as well. The Custom Fields allow you to make changes within the vanilla
design.
Just a thought.

Kenn
On Wed, Sep 12, 2012 at 12:57 AM, Maciej Dobrzanski 
reg.bestpracti...@posterus.com wrote:

 Hello,

 I want to use custom lifecycles for various queues. The thing I've been
 wondering about is about some of the standard statuses such as 'new' or
 'open'. They are referred to in a few other places besides just tickets:

 defaults = {
 on_create = 'new',
 on_merge  = 'resolved',
 approved  = 'open',
 denied= 'rejected',
 reminder_on_open = 'open',
 reminder_on_resolve = 'resolved',
 },

 So my question is: Does it matter at all what statuses reminders use other
 than transition between the two should be allowed? For example in a billing
 queue I could have 'invoiced', 'overdue', 'disputed', 'paid' and
 'cancelled', so would it break anything if I just set reminders to use
 'overdue' and 'paid'?

 Best regards,
 Maciek




 
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Re: [rt-users] Custom SQL

[Kenneth Crocker]

Winn,

Are you using the RT SQL provided with the system?

Once you've created a search with RTSQL, you save the search and then it is
available to be used in a Dashboard.

Hope this helps.

Kenn

On Thu, Sep 6, 2012 at 7:54 AM, Winn Johnston winn_johns...@yahoo.comwrote:

 All,

 I am trying to create a top closers list on the default dashboard. I have
 the exact SQL statment i want to use, but i am lost after that.

 select u.Name as User, count(1) as TotalClosedTix from Users u join
 Tickets t on u.id = t.owner where t.Status = resolved group by u.Name
 order by 2 desc limit 10 \G;

 *** 1. row ***
   User: winnj
 TotalClosedTix: 6
 *** 2. row ***
   User: dennisc
 TotalClosedTix: 3
 *** 3. row ***
   User: royced
 TotalClosedTix: 1
 3 rows in set (0.00 sec)


 Can someone please help?

 Thanks
 Winn Johnston

Re: [rt-users] Permissions

[Kenneth Crocker]

Josh,

For Queues, don't grant any permissions for Queues at the Global level.
Grant them for Roles or User-defined groups.

for restricting privileged users from seeing tickets they have NOT
requested, then grant ShowTicket to the Role of Requestor, either for a
specific Queue or GLobally, if you want that kind of restriction applied
globally.

These answers are found in a couple RT books. Try to get them and read
them. Like reading an owners manual for a complicated piece of machinery.

Hope this helps.

Kenn

On Tue, Aug 28, 2012 at 10:00 AM, Josh Hopkins j...@prorivertech.comwrote:

 How do you restrict a user from seeing a specific queue even exists?  How
 do you restrict a privileged account from seeing anything other than the
 tickets they have requested?

Re: [rt-users] E-mails not updating History?

[Kenneth Crocker]

MArio,

I may be wrong, but I believe a user can set up what they want to see in
the History with settings. The default is set in the RT_SiteConfig.pm file.
You might want to see what your default is.

Kenn

On Wed, Aug 1, 2012 at 11:13 AM, Mayk Backus bac...@nlcom.nl wrote:

  Hello Mario,

 Check the permissions of the users (or groups) involved on the queues. My
 experience is to take a piece of paper and draw out a matrix for the
 permission structure..

 Regards

 Mayk

  *From*: Mario DiNatale [mailto:mdinat...@hamdenpd.com]
 *Sent*: Wednesday, August 01, 2012 08:07 PM
 *To*: rt-users@lists.bestpractical.com rt-users@lists.bestpractical.com
 *Subject*: Re: [rt-users] E-mails not updating History?


 Sorry to bother you guys again, but it actually

 Appears that this issue is simpler than it initially appeared!
 The messages ARE making into the comment history, however

 Neither the poster nor the responder can see it, however

 When logged in as root, I can see the full history of the messages…

 Does anyone know how I would go about fixing it so that everyone

 Involved in a ticket can see the full comment history?
 -m

 ** **

 *From:* Mario DiNatale
 *Sent:* Wednesday, August 01, 2012 12:23 PM
 *To:* 'rt-users@lists.bestpractical.com'
 *Subject:* E-mails not updating History?

 ** **

 Finishing up my virgin RT install today,

 spent yesterday configuring fetchmail

 and exchange to play nice… However I’m

 running into a strange issue that I’m hoping

 you gentleman can help me out with.

 When a user opens a ticket and comments on it,

 emails are sent. When another user uses the web-ui

 to make a comment, emails are sent and the comment

 shows up in the ticket history. However, if a user reply’s

 to a ticket email, the comment is received via email to

 all the users requested, however the comment history

 is never updated in the ticket itself, it seems to disappear

 off into the void?

 Best guess I have is that it has something to do with fetchmail

 not dropping it into an appropriate queue, so I’m attatching

 my fetchmailrc below and the results of a manual fetchmail run.

 --
 

 *fetchmail run w/ 2 fake messages:*
 # fetchmail -f /etc/rt3/fetchmailrc

 fetchmail: No mail for rt at hpd-exc1

 2 messages for rt-comment at hpd-exc1 (3886 octets).

 reading message rt-comment@hpd-exc1.hamdenps.local:1 of 2 (2092 octets)
 flushed

 reading message rt-comment@hpd-exc1.hamdenps.local:2 of 2 (1794 octets)
 flushed


 --
 

 *fetchmailrc:
 *poll hpd-exc1

 proto pop3:

 auth password

 username rt

 password **

 mda /usr/local/bin/rt-mailgate --url http://tickets.hamdenps.local--queue I.T
 

 --action correspond

 username rt-comment

 password ***

 mda /usr/local/bin/rt-mailgate --url http://tickets.hamdenps.local--queue I.T
 

 --action comment

 ** **

 nokeep

 ssl

 sslfingerprint E4:27:FC:15:3E:97:FD:37:00:D9:D2:D9:AF:01:64:4E*
 *
 --
 

 Any thoughts or suggestions would be most appreciated gentlemen.

 Thanks again,

 -m

 ** **

  Mario DiNatale

*Information Technology Manager*

 2900 Dixwell Avenue   Tel: 203-407-3187

 Hamden, CT 06518   Fax: 203-230-4097

   www.hamden.com

 ** **

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 ** **

Re: [rt-users] Scrip compile issue

[Kenneth Crocker]

Mike,

If you can define that user, why not modify the email address to show the
group address you want it to go to. That way the Reply to Requestor will
work the way you want and you won't need the code?

Kenn

On Thu, Jul 5, 2012 at 1:29 PM, Michael Coakley mike.coak...@gmail.comwrote:

 Kenn,

 Basically I have scanners that email scanned applications to the RT
 system. If the reply goes back to the scanner email address it gets dumped.
 So I need the reply to go back to the group that scanned the application.
 That is why I built the replacement routine.

 It works fine at the command line, excluding the RT parts for testing. But
 when I save it in the RT web ui I get the error below.

 Thanks,

 Mike

 Sent from my iPhone

 On Jul 5, 2012, at 4:21 PM, Kenneth Crocker kenn.croc...@gmail.com
 wrote:

 Mike,

 Replaces the Requestor? How? In what manner? If you just want the
 Requestor to have a different title or name then use the language
 translator. There is an array in it that lets you replace certain items
 when they are displayed.

 Kenn

 On Tue, Jul 3, 2012 at 8:02 PM, Michael Coakley mike.coak...@gmail.comwrote:

 I'm trying to write a Scrip that replaces the Requestor. When I try to
 save this Scrip I get a compilation error.

 Here is my Scrip:

 my %addressSubstitutions = (
 ex1\@example\.com = ex1location\@example\.com,
 ex2\@example\.com = ex2location\@example\.com
 );

 my $newRequestorAddr = ;

 my $requestorAddr = $self-TicketObj-RequestorAddresses;
 $RT::Logger-debug(All Queues: Requestor Email Address =
 $requestorAddr);

 foreach $testAddress (keys(%addressSubstitutions)) {
 if ($requestorAddr =~ /$testAddress/i) {
 $newRequestorAddr =
 $addressSubstitutions{$testAddress};
 break;
 }
 }

 my ($status, $msg) = $self-TicketObj-DeleteWatcher(Type = 'Requestor',
 Email = $requestorAddr);
 unless ($status) {
 $RT::Logger-error(All Queues : Unable to Remove the
 requestor $requestorAddr : $msg);
 return undef;
 }

 my ($status, $msg) = $self-TicketObj-AddWatcher(Type = 'Requestor',
 Email = $newRequestorAddr);
 unless ($status) {
 $RT::Logger-error(All Queues : Unable to Add the
 requestor $newRequestorAddr : $msg);
 return undef;
 }

 return 1;

 Here is the error:

 Couldn't compile CustomCommitCode codeblock ‘{Scrip}': Compilation error
 at /usr/lib/perl5/site_perl/5.14.2/Log/Dispatch/Output.pm line 39. Stack:
 [/usr/lib/perl5/site_perl/5.14.2/Log/Dispatch/Output.pm:39]
 [/usr/lib/perl5/site_perl/5.14.2/Log/Dispatch.pm:192]
 [/usr/lib/perl5/site_perl/5.14.2/Log/Dispatch.pm:145]
 [/usr/lib/perl5/site_perl/5.14.2/Log/Dispatch.pm:123] [(eval 1261):44]
 [/opt/rt4/share/html/Admin/Elements/EditScrip:155]
 [/opt/rt4/share/html/Admin/Global/Scrip.html:51]
 [/opt/rt4/share/html/Admin/autohandler:49]
 [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:548]
 [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:295]
 [/opt/rt4/share/html/autohandler:53]

 Thanks,

 Mike

Re: [rt-users] can RT support this type of workflow

[Kenneth Crocker]

Chris,

I see no reason why this wouldn't work on RT 3.X or 4.x.

The Custom Fields could easily be Global, that way they could be seen
whenever a ticket is moved from one Queue to another Queue.

I'd create CF's for all the Customer info and to keep the display screen
clean, grant SeeCustomField only to groups of users that would need to see
that info, not just everybody.

I'd create a set of CF's for each Vendor. For Vendor X; Count, Last Date
Issued. Vendor Y; Count, Last Date Issued. This would enable you to chack
on if a pass was issued in the last 6 months, the total count, etc for each
Vendor. Again, to keep the Display Screen more usable, try to grant
permissions at the group level. you can control who sees what when they
look at a screen more easily and therefore not everyone sees a cluttered
display screen. If you have a group defined for sets of users with the same
access/process needs, this will help with future maintenance as well.

Dashboards/home page can be set up to display certain searches at the top
and in a certain order. Set up a search by user and put that search at the
top of the home page.

I hope this helps. If you need more info, let me know.

Kenn

On Thu, Jul 5, 2012 at 5:30 AM, Chris Herrmann chrisherrma...@gmail.comwrote:

 Hi all,

 I'm currently considering RT for a client, but I'm not sure how to
 implement the following type of workflow / scenario; any thoughts /
 suggestions welcome (or if it's just flat out impossible or trying to
 put a square peg in a round hole please tell me too). I'm very
 familiar with RT3.8 series, but not 4 so not sure if some of these
 things are easier to achieve in 4... (we would implement current
 latest stable for them).

 The client has several types of workflows. Most of these are based
 around case management type workflows, and will work reasonably well
 with an out of the box RT implementation. One case I can't work out
 is:

 - They want to store information about passes that have been issued to
 customers for vendor X,Y,Z
 - There are rules about how often, and how many passes may be issued
 to a customer. For example a customer may not be issued more than 3
 passes for vendor X in any 6 month period.
 - They need to be able to report on how many passes have been issued:
 to a customer; for vendor X

 Maybe I could store this as custom fields, but I can only see custom
 fields for queues and tickets. Maybe that's OK because a particular
 transaction (real world transaction not RT transaction) would
 involve entering the quantity of vouchers issued for Vendor X,Y,Z.
 But... what type of custom field would be most appropriate for this?
 And

 The next thing is that we would need to rework the RT interface to
 make it more customer centric rather than ticket centric. By this I
 mean that when a case is opened the first thing they do is capture a
 lot of information about the customer OR they are searching for a
 customer by name, address etc etc. Looking at the dashboard I can't
 see an easy way to do this - I think that we'd need to modify one or
 several templates but I'm not sure where to start looking at for this,
 so that the top panel for example was a search that returned RT users
 and allowed them to modify the users, and then easily create a ticket
 given a selected user.

 Actually there are custom fields that are specific to a user and not
 ticket or queue that we need, sorry just thought of some. If I look at
 a user I can see a section for custom fields but no way of assigning
 any...?

 Thanks all,

 Chris

Re: [rt-users] Scrip compile issue

[Kenneth Crocker]

Mike,

Replaces the Requestor? How? In what manner? If you just want the Requestor
to have a different title or name then use the language translator. There
is an array in it that lets you replace certain items when they are
displayed.

Kenn

On Tue, Jul 3, 2012 at 8:02 PM, Michael Coakley mike.coak...@gmail.comwrote:

 I'm trying to write a Scrip that replaces the Requestor. When I try to
 save this Scrip I get a compilation error.

 Here is my Scrip:

 my %addressSubstitutions = (
 ex1\@example\.com = ex1location\@example\.com,
 ex2\@example\.com = ex2location\@example\.com
 );

 my $newRequestorAddr = ;

 my $requestorAddr = $self-TicketObj-RequestorAddresses;
 $RT::Logger-debug(All Queues: Requestor Email Address = $requestorAddr);

 foreach $testAddress (keys(%addressSubstitutions)) {
 if ($requestorAddr =~ /$testAddress/i) {
 $newRequestorAddr =
 $addressSubstitutions{$testAddress};
 break;
 }
 }

 my ($status, $msg) = $self-TicketObj-DeleteWatcher(Type = 'Requestor',
 Email = $requestorAddr);
 unless ($status) {
 $RT::Logger-error(All Queues : Unable to Remove the
 requestor $requestorAddr : $msg);
 return undef;
 }

 my ($status, $msg) = $self-TicketObj-AddWatcher(Type = 'Requestor',
 Email = $newRequestorAddr);
 unless ($status) {
 $RT::Logger-error(All Queues : Unable to Add the
 requestor $newRequestorAddr : $msg);
 return undef;
 }

 return 1;

 Here is the error:

 Couldn't compile CustomCommitCode codeblock ‘{Scrip}': Compilation error
 at /usr/lib/perl5/site_perl/5.14.2/Log/Dispatch/Output.pm line 39. Stack:
 [/usr/lib/perl5/site_perl/5.14.2/Log/Dispatch/Output.pm:39]
 [/usr/lib/perl5/site_perl/5.14.2/Log/Dispatch.pm:192]
 [/usr/lib/perl5/site_perl/5.14.2/Log/Dispatch.pm:145]
 [/usr/lib/perl5/site_perl/5.14.2/Log/Dispatch.pm:123] [(eval 1261):44]
 [/opt/rt4/share/html/Admin/Elements/EditScrip:155]
 [/opt/rt4/share/html/Admin/Global/Scrip.html:51]
 [/opt/rt4/share/html/Admin/autohandler:49]
 [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:548]
 [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:295]
 [/opt/rt4/share/html/autohandler:53]

 Thanks,

 Mike

Re: [rt-users] Unwanted extra Requestor added

[Kenneth Crocker]

David,

Is it the same person being added in all cases? If so, have you looked that
person up and determined what group memberships are there?

Also, unless there is some sort of scrip adding a CC or AdminCc via either
a global scrip or a Queue-based scrip, this seems impossible.

Database corruption would only involve a past problem, not a continuing
problem. A continuing problems points to a scrip, like Ruslan said.

If you can turn on the detail logs of a dev environment and try to
duplicate the problem (load the Production system and configuration into
that environment) and then look at the logs. That would give an indication
of what RT is doing. Without that log, it will be difficult to find the
problem other than hunting and pecking and getting lucky.

I still think Ruslan is right about a scrip somewhere.

Kenn

On Tue, Jul 3, 2012 at 11:17 AM, David T. Grayston davi...@u.washington.edu
 wrote:

 The ticket history didn't show anything other than the new ticket being
 created and it having two Requestors. I'd be the only one to have added a
 customization and nothing to make this happen was coded.

 I've suppressed the issue by disabling the account that was getting added.

 Unfortunately I got a similar issue in another queue where a group is
 being added as AdminCc on each ticket created even though they aren't set
 on the queue to be AdminCc currently but its possible they were set to be
 AdminCc on the queue at somepoint but latter removed as AdminCc.

 Again I could suppress this issue by disabling the group in question.

 Feels like a bit of a database corruption but all seem to be working fine
 otherwise.

 --
 David T. Grayston Systems  Database Administrator
 University of Washington   School of Public Health


  -Original Message-
  From: ruslan.zaki...@gmail.com [mailto:ruslan.zaki...@gmail.com] On
  Behalf Of Ruslan Zakirov
  Sent: Tuesday, July 03, 2012 9:17 AM
  To: David T. Grayston
  Cc: rt-users@lists.bestpractical.com
  Subject: Re: [rt-users] Unwanted extra Requestor added
 
  Hi,
 
  The only idea is a customization. Either a scrip or customization to web
  interface.What do you see in the history of the ticket?
 
  On Wed, Jun 27, 2012 at 9:02 PM, David T. Grayston
  davi...@u.washington.edu wrote:
   Aaron,
  
  
  
   No cc’s or other watchers are part of the queue or manually added to
   the ticket during the requests – I’ve tested this issue myself and
   duplicated (and I have ‘do anything’ perms).
  
  
  
   Odd that it doesn’t happen from the selfservice/create form only from
   the RT admin interface for creating a new ticket.
  
  
  
   As a workaround I’ve just been going in and manually removing the
   extra Requestor from each new ticket. Luckily the unwanted extra
   Requestor is a testing account that only I have access to…but its
 still a pain.
  
  
  
   I was thinking it could be some corruption in the database – where the
   account is set as a requestor on the queue but its not showing in the
   admin ui? But that should mean it would happen regardless of how the
   ticket was created.
  
  
  
   David
  
  
  
   --
   David T. Grayston Systems  Database Administrator
  
   University of Washington   School of Public Health
  
  
  
   From: Sampson, Aaron [mailto:samp...@p2sol.com]
   Sent: Wednesday, June 27, 2012 10:38 AM
   To: David T. Grayston
   Subject: RE: Unwanted extra Requestor added
  
  
  
   David,
  
  
  
   Is the original requestor CC’ing anyone when sending in the ticket?
   Since RT takes the e-mail to create the requestor maybe it is seeing
   the additional e-mail addresses and creating multiple requestors that
 way.
  
  
  
   Another thing that I just thought of (not sure if it will help) but
   you can add a watcher to the ticket or queue and change the type of
  watcher (i.e.
   Requestor, admin, cc) might want to look into whether or not this is
   set or something in your permission’s has set something like this to
   auto add an additional requestor.
  
  
  
   From: rt-users-boun...@lists.bestpractical.com
   [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of David
 T.
   Grayston
   Sent: Wednesday, June 27, 2012 8:54 AM
   To: rt-users@lists.bestpractical.com
   Subject: [rt-users] Unwanted extra Requestor added
  
  
  
   Hi all,
  
  
  
   RT: 4.0.5
  
  
  
   When a new ticket is created by a privileged user via
   “../rt/Ticket/Create.html” we’re getting an unwanted second requestor
   automatically added to the ticket. This is happening in all queues and
   its always the same extra user added as second Requestor.
  
  
  
   But this isn’t happening when the ticket is created via
   “../rt/SelfService/Create.html”
  
  
  
   The queues don’t have any custom scrips and the Create.html isn’t
   modified - so far can’t determine why this is happening.
  
  
  

Re: [rt-users] notify requester - ticket taken

[Kenneth Crocker]

Tim,

That would be a real easy one to develop. Yes, you can create a new
template that could be global or for a Queue that would relate the
pertanent info and that template would be the one you refer to in your new
notification scrip.

You will want to name it appropriately (Notify Requestor on assignment),
the condition would be On Owner change and the action would be Notify
Requestor and then you name the template as your new template.

Hope this helps.

Kenn

On Thu, Jun 28, 2012 at 5:22 PM, Tim Dunphy bluethu...@gmail.com wrote:

 hello,

 We have an rt4 server that's been working quite well for about a year
 in our organization. However I have just been asked to find out how to
 get RT to send email notifications to requestors when RT assigns a
 ticket to someone. I'm thinking that there might be a template I can
 edit that would do this. Does anyone have a suggestion on how best to
 accomplish this? Apologies if this is a rather basic question.

 Thanks
 Tim
 --
 GPG me!!

 gpg --keyserver pool.sks-keyservers.net --recv-keys F186197B

Re: [rt-users] rt-crontool question..

[Kenneth Crocker]

Glenn,

you don't have to necessarily do this with Cronjob. RT has Dashboards that
can run Queries on a scheduled basis and send the results to whomever you
want.

Try creating a Search or series of searches, depending on who is
responsible for what Queues/Tickets, and then saving those searches for a
group or globally and then put those searches into a dashboard or series of
dashboards and set them up to run based on need.

For example, if you want Queue/Ticket owners to get a list of tickets that
have been in the Queue for more than a week and have no time worked or
whatever, create a search to do that and then put it into a dashboard for
that person/Queue persons.

OR, you can set up a search to run in cronjob.

Just a thought.

Kenn

On Thu, Jun 21, 2012 at 2:27 PM, Glenn E. Sieb
gs...@efashionsolutions.comwrote:

 So I have a bunch of queues here. I want to set up rt-crontool to send out
 the Hey--this ticket is more than xx hours old! Do something! emails to
 the AdminCCs of the queues in question.

 My question is, I have a bunch of queues for one department, that all
 begin with a pattern (say, CS-). Is it possible to do a TicketSQL that
 matches any queue that matches CS-% (or CS-* or similar)? I tried
 playing in the Advanced search tool, with no success. But I am the first to
 admit my SQL is weak.

 Thanks in advance, as always!
 Best,
 --Glenn

 --
 Glenn E. Sieb
 System Administrator
 +1 201 809-4958

 eFashionSolutions
 80 Enterprise Avenue South
 Secaucus, NJ 07094

Re: [rt-users] Odd behavior, RT automatically reverts changes to Custom Fields

[Kenneth Crocker]

Matthew,Tim,

Most likely it is.

Kenn

On Thu, Jun 14, 2012 at 6:54 AM, Tim Cutts t...@sanger.ac.uk wrote:


 On 14 Jun 2012, at 14:48, Matthew W. wrote:

  Hello,
 
  I'm relatively new to RT and have been running into this problem for a
  few days now.  I've looked everywhere and haven't found a clue.  The
  closest thing I could find was documented in this post:
 
 
 http://www.mail-archive.com/rt-users@lists.bestpractical.com/msg10037.html
 
  But, I really don't want to to undo the changes that RT automatically
  undoes
 
  Basically, whenever I make changes to a custom field from a scrip
  whatever the value that I add automatically gets reverted back to the
  old value.  I tried adding code to delete the old value first, but RT
  just adds the old value back.
 
 
  Here's some psuedocode (code not tested and may contain typos, but my
  code works just fine as I can see the transactions in the ticket
  history):
 
  my $Value = 'some value';
 
  my $CFName = 'customCF';
  my $CF-LoadByName( Name = $CFName);
 
  #Delete the old value:
  $self-TicketObjDeleteCustomFieldValue(
  Field = $CFName,
  Value = $self-TicketObj-FirstCustomFieldValue($CFName)
  );
 
  #Set the new value:
  $self-TicketObj-AddCustomFieldValue( Field = $CF, Value = $Value);
 
  Bottom line: does anyone know how to prevent RT from undoing the
  additions to a custom field?  This is in RT 4.0.4.

 Is this a TransactionCreate/TransactionBatch stage issue?

 Tim


 --
  The Wellcome Trust Sanger Institute is operated by Genome Research
  Limited, a charity registered in England with number 1021457 and a
  company registered in England with number 2742969, whose registered
  office is 215 Euston Road, London, NW1 2BE.

Re: [rt-users] Scrip/template Notify parent ticket owner on resolve?

[Kenneth Crocker]

Jeff,

Kool. Don't forget about the action being Notify Others so your override
takes effect.

thanks for the tip on my guide.

Kenn

On Wed, Jun 6, 2012 at 9:31 AM, Jeff Blaine jbla...@kickflop.net wrote:

 On 6/5/2012 6:40 PM, Kenneth Crocker wrote:

 Create a Template called Notify Parents on Resolve.

 The Template should have code similar to this (loop thru all parents and
 add the Emailaddress of the ticket owner to the To: line in the
 Template) at the top (test the code to correct my mistakes):

 To: {my $parent = $Ticket-MemberOf;); ...


 [snip]

 Kenn,

 That's what I was stumbling toward, but it seemed like I was
 perhaps missing a better way to do it. It can be a little
 daunting trying to figure out *where* to customize RT before
 you even get to the *how* part.

 You could have just said, Yes, override the To: with code
 in a custom template, but I'll gladly take your much more
 detailed response! :)

 Thanks.

 PS: You got a tip via an Amazon purchase yesterday ;)

Re: [rt-users] Scrip/template Notify parent ticket owner on resolve?

[Kenneth Crocker]

Jeff,

OK. Here's what you do:

Create a Template called Notify Parents on Resolve.

The Template should have code similar to this (loop thru all parents and
add the Emailaddress of the ticket owner to the To: line in the Template)
at the top (test the code to correct my mistakes):

To: {my $parent = $Ticket-MemberOf;);
  my $OUTPUT;
  while ( my $value = $parent-Next )
{
 $OUTPUT .= $value-OwnerObj-EmailAddress;
 $OUTPUT .= ---\n;
}
 $OUTPUT;
 }
Subject: This Child Ticket has been Resolved

Then create a scrip titled Notify Parents of Resolved Child.

The code should be like this:

# Condition:   User Defined
# Action:  Notify Others (To: address built by template code in
template below)
# Template:Global template: Notify Parents of Resolved Child
# Stage:   TransactionBatch

#
# Custom condition:
#
# Set initial values

my $trans = $self-TransactionObj;
my $ticket = $self-TicketObj;
my $MemberOf = $ticket-MemberOf;

#
# Check for value change on Ticket Status
#

return ($self-TransactionObj-Type eq Status 
  $self-TransactionObj-NewValue eq resolved 
  $MemberOf);


#
# Custom action preparation code: None
#


#
# Custom action clean-up code: None
#

Anyway, I just whipped this up and you should verify all the code. The
thing is you want to set a condition that tests that the ticket is being
resolved and it is a child. The template should have code that replaces the
To: address with the email address of the owner for any parent above and
that way all parents, grandparents, etc get an email saying that a child
ticket has been resolved. My code may be off but the mechanics should be
correct.

Hope this helps.

Kenn

On Tue, Jun 5, 2012 at 2:48 PM, Jeff Blaine jbla...@kickflop.net wrote:

 On 6/5/2012 5:29 PM, Thomas Sibley wrote:

 Thanks Thomas


  Think about it this way.  Make your Condition custom On Resolve + Has
 Parents


 Right.


  Then use a standard Notify* action and set the Template on the scrip.


 The goal is: On resolve of a child ticket, notify *each parent
 tickets' owner* that the child was resolved.

 There is no standard Notify* action for Owners of parent
 tickets, so I'm confused by what you mean there.

 You also said the Template. Are you suggesting that I write
 the logic into a new custom template and force the To:
 field there?  Or did you intend the Template to mean any
 existing template of my choice.

 I really don't follow you due to terseness, though I am certainly
 not looking for anyone to provide the code either.

Re: [rt-users] Scrip/template Notify parent ticket owner on resolve?

[Kenneth Crocker]

Jeff,

Here's some code I developed for a 3.8 installation.

It will add TimeWorked to each parent of a ticket up the ladder and
sideways (if a ticket has more than one parent), regardless of how many.

Use it as an example of how to determine if there is a parent and then as a
condition to send a notification.

Hope this helps.

Kenn

#
# Custom condition:
#
# Set initial values

my $trans = $self-TransactionObj;
my $ticket = $self-TicketObj;

# Get out if not for TimeWorked

return 0 unless ($trans-Type eq 'Set' 
 $trans-Field eq 'TimeWorked');

return 1;

#
# Custom action preparation code:
#
# Set initial values

my $trans = $self-TransactionObj;
my $ticket = $self-TicketObj;
my $Time = (($trans-NewValue) - ($trans-OldValue));
my $MemberOf = $ticket-MemberOf;

# get out if current ticket is not a MemeberOf (child of some parent)

return 0 unless $MemberOf;

# Loop thru each parent and add the Child's TimeWorked to them
# You can skip a parent ticket if it is not in active state by uncommenting
# the next statement

while( my $l = $MemberOf-Next )
{
# next unless( $l-TargetObj-Status =~ /^(?:new|open|stalled)$/ );
 my $ParentTime = $l-TargetObj-TimeWorked;
 my $NewTime = ($ParentTime + $Time);
 $l-TargetObj-SetTimeWorked($NewTime);
}

return 1;

#
# Custom action cleanup code: None
#
return 1;

On Mon, Jun 4, 2012 at 10:04 AM, Jeff Blaine jbla...@kickflop.net wrote:

 Does anyone know of a way to notify the parent ticket's owner
 on resolve?

Re: [rt-users] RT Unpriv user issue

[Kenneth Crocker]

Joe,

I believe that it is under ParseCC'... something like that in the
RT_Config.pm file. You would make you settings in the RT_SiteConfig.pm
file. Back in 3.6 and 3.8 (maybe) this option only worked RT wide. Then I
believe either Ruslan or someone created a scrip that could do the same
thing on a Queue by Queue basis. In 4.x, I thought this feature was offered
with RT-wide or Queue by Queue options. I could be wrong cause I haven't
looked specifically at that feature in awhile. This is purely by memory and
I'm VERY old.

Hope this helps.

Kenn

On Wed, May 30, 2012 at 1:18 PM, Joe Kirby ki...@umbc.edu wrote:

 Kenn

 I am unable to see anything in the config settings that addresses this

 My Priv users always have this option. I have several folks who are UnPriv
 who would like this after the ticket has been created

 Thanks

 Joe

 Joe Kirby ,  Assistant Vice President, Business Systems
 Division of Information Technology (DoIT)
 Support Response -   http://www.umbc.edu/doit
 Administration 627
 Office - 410-455-3020
 Email - ki...@umbc.edu

Re: [rt-users] RT 4 Upgrade Slow Performance - CustomFields?

[Kenneth Crocker]

Nathan,

It could be caused by granting wholesale permissions Globally for everyone
to Queues/Tickets and Custom Fields and that would make RT spend a lot of
time checking for permissions.

just a thought.

Kenn

On Wed, May 30, 2012 at 7:37 AM, Nathan Baker bak...@gmail.com wrote:

 I'm going to try and separate this thread since my issue doesn't seem to
 be related to the Search page or the SelectOwner field.  Using the Mason
 Profiler did give me some info though, it looks like it might be due to
 some custom fields:

 =Mason= localhost -
 /Ticket/Elements/ShowCustomFields {{{
 =Mason= localhost -
 /Elements/ShowCustomFields {{{
 =Mason= localhost -
 /Elements/ShowCustomFields }}} 2.0221
 =Mason= localhost -
 /Ticket/Elements/ShowCustomFields }}} 2.0261
 ...
 =Mason= localhost - /autohandler }}} 3.2073

 Is it normal that having 1-2 custom fields with about 10-20 options for
 each would cause this extra delay.  I know 2 seconds doesn't seem like
 much, but it can sometimes be longer.  Can anyone give me any tips as to
 what the issue could be?  Is Mason maybe caching that differently?

 Thanks,
 Nate

Re: [rt-users] Append Data to CustomFields

[Kenneth Crocker]

Mike,

Yes, I believe this could be done with a scrip. I'd do all the calc work
with temp fields (defined in the perl code) and then put the results in the
CF.
Be careful to name your fields with a name that cannot be confused with an
RT delivered field. It's just not a clean way to go.
Also, make sure your condition for the update is when the exact field you
want to change has been updated and not just any update to the ticket.
This might mean creating an update scrip for each individual CF you want to
do this to. RT will execute all of them. Make they are set to TransBatch.

Kenn

On Wed, May 30, 2012 at 2:44 PM, Michael Coakley mike.coak...@gmail.comwrote:

 This is easily done with a scrip. You need a Ticket custom field to hold
 the totals and a Transaction custom field for the users to update during a
 reply or comment. The scrip will take the transaction custom field value
 and add it to the ticket custom field value to keep the running total.

 I've absolutely done this before but a long time ago. It works great and
 I've built billing systems off of these values which seems like you are
 trying to do.

 The only gotcha and it's a little one because once you start scrip
 development you'll know this; it is to use TransactionBatch mode on the
 scrip because that is the only way you will actually be able to see the
 Transaction custom field values.

 Hope that gets you started.

 Mike

 Sent from my iPhone

 On May 30, 2012, at 1:53 PM, TheHoboKing demon_eyes_ky...@hotmail.com
 wrote:

 
  Hi Kenneth,
 
  Thank you for the reply and my apologies for the delay, I've been busy
 with
  other projects.
 
  I mentioned the TimeWorked field because that's how I'd like my other
 'time'
  CFs to behave but here's what I'm trying to achieve in more details.
 
  I have two CFs: Emergency Hours | Schedule Hours
  CFs type is 'Enter one value'
 
  On ticket updates (users will most likely only update tickets from the
 WebUI
  via comment/reply action), I'd like those CFs to behave as followed:
 
  On update, the CFs should show no value. If my user(s) enter a value and
  update the ticket, the value should be added to the previous value (users
  will only be inputting integers).
 
  i.e.:
  Emergency Hours current value = 10
  Users Update the ticket and adds 15 in the Emergency Hours
  Emergency Hours should now display 25
 
  Is there a way to achieve this via script or more in dept RT
 customization?
 
  -I've tried to create another TimeWorked field but TimeWorked seems to be
  all over the place and I couldn't identify the proper sections to
 add/modify
  in order to 'duplicate' TimeWorked.
 
  -I was also thinking if it may be possible to do it via scrip by;
  OnComment or OnTransaction
  Reading the value of 'Emergency Hours'
  Storing the value in a temporary variable
  Adding the new value to the old value. .i.e: Emergency Hours =
  TemporaryEmergencyHoursTotal + EmergencyHours
 
  -I also thought I could simply create another CF called
  'EmergencyHoursTotal' and store the total there BUT then, on ticket
 display
  only 'EmergencyHoursTotal' should be visible and 'Emergency Hours'
 should be
  hidden, on ticket update only 'Emergency Hours' should be visible and
  'EmergencyHoursTotal' should be hidden.
 
  I read hiding/displaying specific CF can be achieved via the
  MassageCustomFields callback but I don't find much information on how to
  code my MassageCustomFields. This is the most informative code I've
 found in
  regards to it.
 
 
 http://cpansearch.perl.org/src/RUZ/RT-Extension-CustomField-HideEmptyValues-0.01/html/Callbacks/CustomField-HideEmptyValues/Elements/ShowCustomFields/MassageCustomFields
 
  Sorry for my long long post, let me know if I should open a new tread in
  regards to the MassageCustomFields info.
 
  Thank you again!
 
 
 
 
  Kenneth Crocker-2 wrote:
 
  HoboKing,
 
  You could create a CF with SeeCF rights only to Users and then write a
  scrip so that when the TimeWorked field is updated, the scrip subtracts
  the
  old value from the new value and then adds that result to the CF.
  You could also add a condition to check the date and if it is month-end
 or
  something you could move the final TomeWorked value to a Month-end
 Time
  CF and then zero out the contiguos one.
  That way, you won't run into problems of some user entering a non-inter
  type value into the field. You might want to grant ModifyCF to the
  SuperUSer or some management group of users so they can override the
 value
  when necessary.
  It all depends on what you want to accomplish.
  TimeWorked is already designed to receive integers. So all you really
 need
  is a CF to act as a monthly or yearly, etc. accumulator, along with a
  routine to zero out at the end of that cycle.
  The best way is to write a cronjob to run through all tickets on
 whatever
  cycle you want to accumulate and have that routine do the
  accumulate/move/zero work. That way you get ALL tickets updated
  consistently

Re: [rt-users] CC Options for UnPrivileged Users

[Kenneth Crocker]

Joe,

I believe that RT has an option in the configuration to automatically add
email CC's as ticket CC's.

You can have that option applied RT-Wide or on a Queue by Queue basis.

From there it is just a matter of notification scrips.

Hope this helps.

Kenn

On Tue, May 29, 2012 at 3:53 PM, Joe Kirby ki...@umbc.edu wrote:

 How would I adjust RT setup to allow for the requestor to include a CC for
 ongoing correspondence

 Any ideas welcomed

 Thanks

 Joe

 Joe Kirby ,  Assistant Vice President, Business Systems
 Division of Information Technology (DoIT)
 Support Response -   http://www.umbc.edu/doit
 Administration 627
 Office - 410-455-3020
 Email - ki...@umbc.edu

Re: [rt-users] Append Data to CustomFields

[Kenneth Crocker]

HoboKing,

You could create a CF with SeeCF rights only to Users and then write a
scrip so that when the TimeWorked field is updated, the scrip subtracts the
old value from the new value and then adds that result to the CF.
You could also add a condition to check the date and if it is month-end or
something you could move the final TomeWorked value to a Month-end Time
CF and then zero out the contiguos one.
That way, you won't run into problems of some user entering a non-inter
type value into the field. You might want to grant ModifyCF to the
SuperUSer or some management group of users so they can override the value
when necessary.
It all depends on what you want to accomplish.
TimeWorked is already designed to receive integers. So all you really need
is a CF to act as a monthly or yearly, etc. accumulator, along with a
routine to zero out at the end of that cycle.
The best way is to write a cronjob to run through all tickets on whatever
cycle you want to accumulate and have that routine do the
accumulate/move/zero work. That way you get ALL tickets updated
consistently, not just the ones that were updated in a given cycle.

Hope this helps.

Kenn

On Mon, May 28, 2012 at 11:44 AM, TheHoboKing
demon_eyes_ky...@hotmail.comwrote:


 Hi,

 I'm still quite new at RT and was wondering if there's a way to have
 appendable/updatable CustomFields like the TimeWorked field?

 Whenever I update a ticket, the TimeWorked field is blank, any value
 (digits) I add will automatically be added to the old value, it'll make a
 simple addition.

 How can I do the same with CustomFields? Either via the webUI, scrip or
 back-end (Update.html ? ModifyAll.html?)

 I'm running RT 4.0.5

 Thank you!
 --
 View this message in context:
 http://old.nabble.com/Append-Data-to-CustomFields-tp33920988p33920988.html
 Sent from the Request Tracker - User mailing list archive at Nabble.com.

Re: [rt-users] How do I override a default scrip?

[Kenneth Crocker]

Paul,

Scrips and templates have different functions, so of course they do not
have the same consistent behavior.

Kenn

On Fri, May 18, 2012 at 3:40 PM, Paul Tomblin ptomb...@xcski.com wrote:

 On Fri, May 18, 2012 at 5:40 PM, Paul Tomblin ptomb...@xcski.com wrote:
  rtusers-20090...@billmail.scconsult.com wrote:
  Another option is to modify the Global Scrip with a User Defined
 Condition
  that returns 0 if the Queue is one that you want to exempt.
 
  How do I programmatically add one of these User Defined Conditions to
  an existing RT Global Scrip?  (Preferably something that I can do in
  my etc/initialdata)

 Oh wait, I could do that with an overlay, couldn't I?


 --
 http://www.linkedin.com/in/paultomblin
 http://careers.stackoverflow.com/ptomblin

Re: [rt-users] Setting up custom search for other users

[Kenneth Crocker]

Jiten,

You make sure that you have granted all the rights you want the group to
have for searches to that group, then all members of the group will have
this search available to them. I do this on a Global level, that way
Privileged Users automatically get these rights when they are in a group
and a search is created by someone in that group they are a member of.

Kenn

On Tue, May 15, 2012 at 5:30 AM, Jiten Dedhia ji...@cobite.com wrote:

 I have created a custom search that appears on my RT at a glance page. I
 would like to a group of users RT at a glance page to have these searches
 without them having to go in and add these.

 Is there a way I (as an admin) specify searches that users see?

 --
 Jiten Dedhia
 212-937-5833

Re: [rt-users] Check custom field value before create.

[Kenneth Crocker]

Jonathan,

If you're talking about creating a ticket via WebUI, then make the CF
mandatory. If you're talking about creating via email, you'll need a scrip.

Kenn

On Fri, May 11, 2012 at 8:27 AM, Jonathan Khattir 
jonathan.khat...@mobiquithings.net wrote:


 Hi, I would like check if there are a custom field value in a custom field
 before create the ticket. I think that use the beforecreate callbacks but i
 don't know  how getting custom field value. Thx
 I'm French

Re: [rt-users] Check custom field value before create.

[Kenneth Crocker]

Jonathan,

You didn't mention 3. I must have missed that.
Actually it looks like you want any one of the 3 to be mandatory, but at
any point in time, you don't know which one.
Correct?

If so, you have to write a scrip.
Also, unless something has changed in RT, you cannot send out a message to
be displayed on the Web Page.

I use a Custom Field for that so that whenever something is missing or I
need the user to know that a field is incorrect, I put my message in that
CF and that CF is displayed on the ticket page. No one has privileges to
that CF (other than SeeCustomField) except RT.

Kenn

On Fri, May 11, 2012 at 9:01 AM, Jonathan Khattir 
jonathan.khat...@mobiquithings.net wrote:

 Yes i use the web interface. But cf mandatory is not good for me.

 I have three custom field and i would like force only one of three field.

 if(custom1=custom2=custom3=0)
 {
 dont create
 display messge ( fill custom1 or custom2 or custom3)

 }






 2012/5/11 Kenneth Crocker kenn.croc...@gmail.com

 Jonathan,

 If you're talking about creating a ticket via WebUI, then make the CF
 mandatory. If you're talking about creating via email, you'll need a scrip.

 Kenn


 On Fri, May 11, 2012 at 8:27 AM, Jonathan Khattir 
 jonathan.khat...@mobiquithings.net wrote:


 Hi, I would like check if there are a custom field value in a custom
 field before create the ticket. I think that use the beforecreate callbacks
 but i don't know  how getting custom field value. Thx
 I'm French

Re: [rt-users] Setting us users for read only access

[Kenneth Crocker]

Zoedog,

Depending on how many Global rights you have granted, just don't give them
the ModifyTicket right and don't let them modify comments, reply to
tickets or modify any custom fields.

Kenn

On Wed, May 9, 2012 at 12:00 PM, Zoedog dstro...@flexstar.com wrote:


 I have a requirement to set up a select few users for read only access,
 what
 is the best way to do that.
 --
 View this message in context:
 http://old.nabble.com/Setting-us-users-for-read-only-access-tp33763651p33763651.html
 Sent from the Request Tracker - User mailing list archive at Nabble.com.

Re: [rt-users] Simple things are not so simple....

[Kenneth Crocker]

Mario,

Actually, you can make the new user default to the Privileged group (in
your RT_SiteConfig.pm file) and that group can have a set of privileges and
a dashboard accessible to all Privileged users.

User-defined groups are the type that have to have users manually added. If
you do add a user to a User-defined group, they automatically inherit all
rights, privileges and dashboards associated with that group. the default
language usually comes from your ExtendedAuth/AD/LDAP configurations.

hope this helps.

Kenn

On Mon, Apr 30, 2012 at 4:14 AM, Mario mgiamma...@gmail.com wrote:

 I would like to do a apparently very simple thing:

 - when a user is created (automatically or manually) I would like to:

 - give him only some rights
 - or put him in a default group (the purpose is the same)
 - give him a default dashboard
 - give him a default language


 Why I am not able to do this after reading a lot of docs?

 Can you help me?

 Thanks in advance,

 Mario

Re: [rt-users] no auto reply

[Kenneth Crocker]

Tim,

You can also have the Reply to Requestor script removed from Global
application and put it in Queue by Queue or add the code that allows you to
skip a Queue in scrips (see the wiki).

Kenn

On Tue, May 1, 2012 at 2:45 PM, Tim Dunphy bluethu...@gmail.com wrote:

 hello,

  We have an RT queue setup from an automated monitoring system.
 There's no point in sending return emails to the originating address
 as the 'reply-to' address is invalid and will generate a bounce. Is
 there any way to have RT not send a reply at all and just add a ticket
 to the queue?

 Thanks
 Tim

 --
 GPG me!!

 gpg --keyserver pool.sks-keyservers.net --recv-keys F186197B

Re: [rt-users] First custom condition help

[Kenneth Crocker]

Doug,

Perhaps you could set the code to identify that user as the requestor and
return 0 when that happens. That way all others get their email?

Kenn

On Wed, May 2, 2012 at 9:37 AM, Doug Eubanks ad...@dougware.net wrote:

 I'm trying to create a custom condition that prevents the requestor
 from receiving transactional emails each time they send in an update.
 I have a separate scrip for the requestor side, but I'm having
 problems writing the custom condition.

 I would assume I would want something similar to this, but it doesn't
 work.  It always sends the email.

 return 0 if $self-TransactionObj-IsInbound;
 return 1;

 Can someone give me any pointers?  I haven't found an example of
 exactly what I want to do.

 Sincerely,
 Doug Eubanks
 ad...@dougware.net
 K1DUG
 (919) 201-8750

Re: [rt-users] RT and CRM functions/integration

[Kenneth Crocker]

Petr,

You could set up a CF where the values you set up link to something in the
CRM system. You could even set up the CRM values you want and link those to
the values of the first CF and then use those values in an array in a scrip
to give you some results.

Kenn

On Fri, Apr 13, 2012 at 12:06 AM, Petr Hanousek phano...@civ.zcu.cz wrote:

 Hello,
 this is the question that crossed also my mind few days ago. We are the
 company using RT and now we want to start using some CRM system. Well, not
 the whole one, but some sort of it, let's say addressbook on steroids.

 I've tried to google it and among many crap I've found this thread and
 some other messages from some consulting companies that it works somehow
 and thy provide the solution.

 So I wonder how is this possible. Because as far as I know about RT, it's
 rather the solution for solving problems and not tracking customers. On top
 of that, the system of dealing with users is based on email addresses which
 continuously changes. This is the opposite of CRM system, because there is
 the customer on the first place so his contact is unique and not dividet
 into several mail addresses.

 I've found some workaround here http://www.gossamer-threads.**
 com/lists/rt/users/48819http://www.gossamer-threads.com/lists/rt/users/48819but
  didn't try it yet, because I am not confident this is the right way to
 go.

 So do you someone have some experience with integrating CRM system and RT?

 Best regards, Petr Hanousek


 On 1.3.2012 11:49, Dan Shearer wrote:

 What do service companies based around RT do when they formalise their
 sales processes? I've only ever seen CRM done completely independently,
 but now I'm wondering if there's a better way. RT is the opposite of a
 CRM (the scale of the numbers and the direction of the communication are
 inverses) but often an IT service company wants to keep sales close to
 fulfillment, and fulfillment always happens through RT.

 At one level, RT can do very transactional, short-cycle sales just like
 any question-response cycle. At the other extreme, RT can't possibly map
 onto a contacts-driven sales system. But I'm wondering if there might be
 some ground in the middle, where the true CRM stuff is handled elsewhere
 but RT is aware of the workflow.

 So, who does CRM integration with RT?  :-)

 Regards,

 --
 Dan Shearer
 d...@shearer.org
 
 RT Training Sessions 
 (http://bestpractical.com/**services/training.htmlhttp://bestpractical.com/services/training.html
 )
 * Boston  March 5  6, 2012


 --
 +-**--**+
   Petr Hanousek   e-mail: petr.hanou...@cesnet.cz
   MetaCentrum User Supportphone: +420 234 680 241
   CESNET z.s.p.o. mobile: 606 665 139
   location: Zikova 13a, Praha room: 32b
Czech Republic
 +-**--**+

Re: [rt-users] Summary of time worked by user

[Kenneth Crocker]

Joshua,

In the 3.8 version, I believe there was a TIme Worked extension that did
this ondisplay. I do not know if this is available for 4.0.

Check the wiki for that extension and ask the author if there is a 4.0
version.

Kenn

On Tue, Apr 10, 2012 at 12:28 PM, Joshua Laroff jlar...@gmail.com wrote:

 Hello,
 On ticket resolution we use a template that returns a summary of the
 ticket. In this template we display the total time worked.
 Is there any way I can get the total time worked by user to also be
 displayed?  What is the best way to grab this data?

 Thanks
 JL

Re: [rt-users] Ldap groups and queues permissions

[Kenneth Crocker]

Cristo,

There are several tables that work in conjunction with privileges, The ACL,
Group, GroupMembers, CacheGroupMembers, Principals, etc.

If you get them out of sync, you are in a world of hurt.

I'd suggest reading about privileges and more about the framework of rights
before putzing around in the database and doing damage you will regret.

There are a couple books out there you can get to help you with this.

Kenn

On Wed, Apr 11, 2012 at 10:52 AM, Thomas Sibley t...@bestpractical.comwrote:

 Please keep replies on the list.

 On 04/11/2012 01:43 PM, Cristo Bolaños Trujillo wrote:
  This is interesting: I created user on RT user admin page, but didn't
  see any change on user permissing.

 Take note of the checkbox Let this user be granted rights (Privileged)
 which turns a user Privileged or not (Unprivileged).

  After sometime (I don't know really how many and when), user get right
  permission.

 Permissions come from RT's internal system groups, ticket/queue roles,
 and your own custom user groups.  You can grant rights to these globally
 or on a specific queue/article/custom field level.

  It looks like cachedgroupmembers table get updated periodically, so, is
  there any way to force it to refresh immediatelly?

 No, it doesn't get updated periodically.  It gets updated immediately.
 There's no refresh.  Futzing with the database is the really wrong way
 to go about what you want and will almost certainly lead to you breaking
 RT.

Re: [rt-users] sending an email to owner when ticket is nearly due

[Kenneth Crocker]

Florin,

create a search that meets your criteria and then a dashboard that runs
said search at the appropriate time.

Kenn

On Wed, Apr 11, 2012 at 2:33 PM, Florin Andrei flo...@andrei.myip.orgwrote:

 Using RT-4.0.5 on Linux.

 What is the best way to configure RT to automatically send an email to the
 owner of a ticket when the ticket is nearly due? Let's say, 1 day before
 the due date.

 I've seen this page...

 http://requesttracker.wikia.**com/wiki/Remindershttp://requesttracker.wikia.com/wiki/Reminders

 ...but it's for reminders. I'd like to just look at the existing tickets
 and send the notifications when they're close to due date.

 --
 Florin Andrei
 http://florin.myip.org/

Re: [rt-users] Multi Queue Management - Tickets copy to other queue

[Kenneth Crocker]

Stephane,

RT can handle multiple Queues in several ways. You could, for example,
write a scrip that creates a ticket based on correspondence and some other
criteria.
You could also simply create a Refers To ticket and let that ticket
creation send out an email.

Have you read the Essentials book? Any other books on RT?

That might help you consider other methods of tweeking RT rather than
assuming it can't do it.

I have modified several RT installations, one with over 110 Queues and they
moved tickets between Queues, Parent/Child relationships, etc.

Give it a shot and see what ideas you can come up with.

Kenn


On Fri, Mar 30, 2012 at 1:45 AM, Stephane Masse
stephane.ma...@rmit.edu.vnwrote:

 Hi, 

 ** **

 I have an instance of RT 4, with different queues in the system for
 different emails (IT@... HR@...)

 When I try to reply to a requestor, I can CC one more department, but RT
 don’t create the ticket, due to the loop prevention mechanism

 I disable the loop prevention, then RT merge the ticket due the subject
 Tag. So both are not what I expected

 ** **

 We also try 2 extensions but cannot achieve to transfer tickets between
 queues by CCs.

 Anyone have the same scenario, or RT is not capable to handle multi queue ?
 

 What is the best approach, scripting, extensions, modify the source of
 email.pm, sendmail.pm or emailparser.pm ?

 ** **

 Regards

 * *

 *Stephane Masse*

Re: [rt-users] RT-Extension-FormTools examples

[Kenneth Crocker]

David,

I'm not sure if this would work for you, but I've lalways used a script to
pre-fill any other ticket fields (CF's or otherwise) based on the existing
values of some other field.

If you know what those values are and they are consistent, that might work.

Kenn

On Tue, Mar 27, 2012 at 5:36 PM, Kevin Falcone falc...@bestpractical.comwrote:

 On Tue, Mar 27, 2012 at 03:08:53PM -0700, David Good wrote:
 
  We have an existing RT 3.8.8 instance and our helpdesk manager has
  noticed that they're creating a lot of similar tickets.  We have several
  custom fields definied and he'd like to be able to create certain
  pre-defined ticket types that would automatically fill in the
  appropriate values for these (mandatory) custom fields.
 
  I'm thinking that RT-Extension-FormTools will work, but I have no idea
  how to put together a custom page with it.  Are there any examples
  anywhere I could look at for inspiration?

 I'm not sure that's the tool you're looking for.
 RT-Extension-FormTools is for building custom ticket creation forms.

 I'd probably modify the QuickCalls extension to support Custom Fields
 and use that to give them a list of common ticket types.  I can't
 remember if it's been updated to support CFs or not, so you might get
 lucky.

 -kevin

Re: [rt-users] How are Reminders linked to tickets?

[Kenneth Crocker]

Ulf,

Reminders are Tickets with the type = reminder and they are linked to
other tickets via the LINKS table like any other ticket relationship.

Your problem could stem from the fact that the older versions of RT did not
automatically resolve a reminder when the ticker was resolved (not a
problem now) so you could have  reminder left over from before that was
linked to a ticket that is now resolved.

Just a thought.

Kenn

On Sun, Mar 11, 2012 at 12:05 PM, Ulf Zimmermann u...@openlane.com wrote:

 We went recently through an upgrade from 3.2.2 to 4.0.5.

 After the upgrade someone created a reminder. It now shows Couldn't find
 Ticket for reminder 75710. Please contact administrator. I tested a
 reminder on another ticket, that one is working fine, but I can't find how
 it is linked to the ticket I created on in the database. I was trying to
 find that, so I can figure out the 75710, why it can't find it's relation.
 So far the user, who created the reminder hasn't gotten back to me on which
 he created it.

 Ulf.

Re: [rt-users] RT3.8.7 using custom fields to restrict sending a reply on resolve

[Kenneth Crocker]

Chris,

you're welcome. The neat (and sometimes confusing for perl beginners like
me) thing is that with perl you can construct several different
styles/techniques of code that all do the same thing.

Kenn

On Mon, Mar 5, 2012 at 3:17 PM, Chris Herrmann chrisherrma...@gmail.comwrote:

 Thanks Ken, I have it working now. I also found
 http://wiki-archive.bestpractical.com/view/CustomConditionSnippets
 which was very helpful - it actually has a specific example for what
 I'm trying to do. I have a couple of questions too... but first the
 answer:

 
 Condition: UserDefined
 Action: NotifyRequestors
 Template: MyTemplate
 Stage: TransactionCreate

 Custom Condition:
 my $Ticket = $self-TicketObj;

 # We want the Request Feedback CF
 my $TicketType = $Ticket-FirstCustomFieldValue('RequestFeedback');

 # We want resolved status
 return 0 unless $Ticket-Status eq resolved;

 # and... we want the CF to be Y
 return 0 unless $TicketType eq 'Y';
 return 1;
 

 I tried a lot of different variations on the theme, along the lines of:
 return 0 if $cf-$self-TicketObj-FirstCustomFieldValue(RequestFeedback)
 eq N;
 return 0 unless
 $cf-$self-TicketObj-FirstCustomFieldValue(RequestFeedback) eq Y
 return 0 unless
 $cf-$self-TicketObj-FirstCustomFieldValue('RequestFeedback') eq Y

 but these didn't return anything. I assume there's a problem with my
 syntax or how I'm referring to objects but couldn't work it out...
 luckily the page linked above has an example that has exactly what I'm
 after!

 In this case the scrip triggers if the ticket is reopened, then
 resolved again - for us this is OK but for others they might want to
 only trigger this condition the first time a ticket is resolved. I
 think you would need to use another CF to record the result of the
 transaction in this case (i.e. if successful then set
 CF-SentFeedbackRequest=y or similar) and add an appropriate
 condition to check above... but for us it's not required.

 Thanks!
 
 RT Training Sessions (http://bestpractical.com/services/training.html)
 * Boston  March 5  6, 2012

Re: [rt-users] Subject in Template options

[Kenneth Crocker]

Joe,

I could be reading your question wrong (I do that sometimes), but it sounds
like you want to have the option of different data in the subject line for
templates.

Typically, a template is selected for a specific scrip. I haven't done
this, but Kevin or Rsuslan or Thomas could tell you if you could create a
user-defined action code to select a different template based on some type
of ticket information/CF available at transaction time.

If not, you could write different scrips that use the different templates
individually based on that same ticket/CF info.

That's all I've got to offer on that subject.

Kenn

On Thu, Mar 1, 2012 at 1:42 PM, Joe Kirby ki...@umbc.edu wrote:

 UMBC has a need to have the subject of an email option only the ticket id
 and subject of the ticket.

 The Subject: seems to be required for templates to work and that seems to
 always place Ticket id  Queue name and our group does not want to see the
 queue

 Is this is possible?

 Thanks

 joe

 Joe Kirby ,  Assistant Vice President, Business Systems
 Division of Information Technology (DoIT)
 Support Response -   http://www.umbc.edu/doit
 Administration 627
 Office - 410-455-3020
 Email - ki...@umbc.edu


 
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Re: [rt-users] RT3.8.7 using custom fields to restrict sending a reply on resolve

[Kenneth Crocker]

Chris,

Ever hear the term Timing is everything? I think your timing is off on
this. Your code is triggered by the transaction that changes the status to
resolved. Therefore, New Value will not be Y.

In your situation, I think your Custom Field already has a value of Y or
N and therefore there is no New Value being set for it.

What you need to do is look at the value that is already present in that
Custom Field.

Secondly, in your scrip you have already told RT to look for a standard
one, On Resolve and then you put user-defined custom code in the
condition area. That won't work.

You need to change your Condition selection to User-Defined, then in the
Custom Condition code area you need to remove all the code you put in after
your definition of $trans and $ticket.

Then put in conditions like:

$cf_value = $ticket-whatever code defines the custom field;

if  ($trans-Type-Status 
$trans-NewValue eq resolved 
$cf_value eq Y)
{
 return 1;
}

return 0;

You'll have to get the correct code to define the value in the ticket
custom field for your condition yourself as I'm out of state and not near
my computer, so I don't have the code and I need my examples cause I'm not
much of a perl programmer.

However, this will simply specify your condition to be:

if this current transaction is about the ticket being resolved AND
 the value in the stated custom field is Y,

then continue, otherwise get out.

I think that is what you want.

I believe the RT wiki has an example or two of this, if not, my guide does.

Hope this helps.

Kenn

Kenn


On Mon, Feb 27, 2012 at 7:32 PM, Chris Herrmann chrisherrma...@gmail.comwrote:

 Hi,

 I'm trying to implement a system so that if a custom field is set to
 Y, then the system will send an email (specified by a template) to
 the requestor. If the CF is N or blank then it will not send, and
 will simply resolve the ticket. I've borrowed from several other
 sources such as
 http://lists.bestpractical.com/pipermail/rt-users/2010-April/064498.html
 and
 http://tpokorra.blogspot.com.au/2009/01/request-tracker-scrip-that-involves.html
 but my end goal is a little different.

 I've tried various combinations of things that I'll describe in more
 detail below, but the short version is that I cannot get it to
 correctly send when CF=Y and not send when CF=N.

 So far I have:

 - Created a template for the email (this part works OK - it looks
 correct when I test it)
 - Have created a scrip as follows on a test internal queue...

 Description:SendFeedbackOnResolve
 Condition: On Resolve
 Action: AutoReply to Requestors
 Template: MyCustomTemplate
 Stage: TransactionCreate

 Custom Condition:
 my $trans = $self-TransactionObj;
 my $ticket = $self-TicketObj;

 if  ($trans-Type eq 'CustomField')
{my $cf = new RT::CustomField($RT::SystemUser);
 $cf-LoadByName(Queue = $ticket-QueueObj-id,Name =
 RequestFeedback);
 return 0 unless $cf-id;
 if  ($trans-Field == $cf-id 
  $trans-NewValue eq Y)
  {
   return 1;
  }
}
 return 0;

 ==
 This custom condition sends the email in every circumstance.
 If I add Custom action preparation code: return 1; it does not appear
 to change the behaviour
 If I add Custom action cleanup code: return 1/0; it modifies the
 behaviour as follows:
 1 -- sends email
 0 -- doesn't send email

 If I move that code to the action clean code block it always sends a
 message.

 I've also tried with TransactionBatch instead of create, and action
 NotifyRequestors but with no success.

 Help! As you may have guessed I'm not a coder, so I've instead tried
 to work through permutations to see how changing things impacts the
 result... unfortunately none of it as desired :/

 One thing that occured to me (but I don't know how to do) is to change
 the action to User Defined and then if the conditions are met, to
 trigger an auto-reply with the desired template BUT I don't know how
 to do this...

 Thanks in advance,

 Chris
 
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Re: [rt-users] Multiple owners for tickets

[Kenneth Crocker]

Fabio,

No. Every ticket can have only one owner. My suggestion is to define the
type of work in the Queue/ticket and then based on type of work, generate
as many children tickets with different owners as you need.

That's all I can think of at the moment.

Kenn

On Mon, Feb 27, 2012 at 10:04 PM, Fabio Varela fabio.var...@usp.br wrote:

 Hi Everybody, I'm subscribed for the list bout an year maybe, but this is
 my first post... So let's rock!!

 I have a simple issue about ticket ownership in RT4 (4.0.0). We need to
 attribute some tickets for two or more owners at the same time, depending
 on the type of job our field teams are asked to perform. Is it possible in
 some way??
 
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Re: [rt-users] Add user as CC to Ticket

[Kenneth Crocker]

Christopher,

That would be the Watch right.

Kenn

On Thu, Feb 23, 2012 at 1:30 PM, Christopher Lasater clasa...@taleo.comwrote:

 Hey Guys,

 How do give someone the ability to add another user as a CC, without
 giving them the ability to Modify the who ticket?  

 ** **

 *Christopher Lasater
 **Technology Analyst I
 **Taleo

 *

 ** **

 
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Re: [rt-users] Add Cc and Mail ticket with RT ident

[Kenneth Crocker]

Radek,

If I understand your question, you want to know how to add a person as a
permanent CC get a person on an email to RT when the ticket is first
created?

I believe there is a scrip for this in the RT wiki. I copied it myself
awhile back.

It takes all the Cc's on an email during ticket creation and adds them to
the TICKET Cc list. You can also make this work for future correspondence
by cloning that scrip and changing the Condition to On Correspond with a
check to see if the person already exists as a Cc.

On the other hand, if I did not understand your question correctly, then I
need to understand it better.

Hope this helps.

Kenn

On Wed, Feb 22, 2012 at 3:21 AM, Radek Svoboda radek.svob...@upp.cz wrote:

 Hi,
 We use email for creating new tickets. When I send message to RT with CC
  to user,  the Cc-ed user is CC of the ticket, but the mail get from me
 (and his reply to me too). But I need, the reply comms to RT.  Is the way,
 how to send mail to Cc-ed user via RT directly ?

 I made scrip OnCreateAddCc, which parse Set-Cc from message body and add
 Cc to ticket, but I don't know, how set the first message to newly added Cc.
 Do you Have pleasy any solution ?
 Radek

 
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Re: [rt-users] SelfService and ticket submission via Mail

[Kenneth Crocker]

Kevin,

Thank you and I think in the future, my help would be better received if
I READ the *whole *question FIRST!!

I've guess I've been too busy writing/editting that ^#%^ RT Guide and I was
just tired of reading (LOL).

Ha Ha.

Anyway, thank YOU for all your help.

Kenn

On Tue, Feb 21, 2012 at 7:42 AM, Kevin Falcone falc...@bestpractical.comwrote:

 No worries Kenn, we appreciate you helping out the other RT Users.
 In this case your answer just provided a good jumping off point for
 the user's question.

 -kevin

 On Fri, Feb 17, 2012 at 10:54:37PM -0800, Kenneth Crocker wrote:
 Yes. Sometimes I forget myself. Sorry for that oversight.
 
 On Thu, Feb 16, 2012 at 6:31 PM, Kevin Falcone [1]
 falc...@bestpractical.com wrote:
 
   On Thu, Feb 16, 2012 at 05:08:27PM -0800, Kenneth Crocker wrote:
I would recommend making them all privileged so you cab put them
 in groups (like staff,
students, etc.) with similar access needs.
 
   Kenn - this ignores one of the most useful features of RT for
   non-technical users - the SelfService interface where all they see
 are
   their tickets in a greatly simplified interface.
 
   Van - I assume you mean your LDAP RTUsers group?
   You'll either need to remove the RTUsers group restriction on
   RT-Authen-ExternalAuth or add users to it.
   -kevin
On Thu, Feb 16, 2012 at 3:23 PM, Howell, Van [1][2]
 van.how...@lcu.edu wrote:
   
I am using LDAP authentication.
   
I have about 2000 users in Faculty, Staff, Student and Distance
 Ed groups.
   
I want them to be able to submit tickets via email and check
 progress using self service.
   
Do they each have to be a member of my RTUsers group to do this?


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Re: [rt-users] Add Cc and Mail ticket with RT ident

[Kenneth Crocker]

Thomas,

Yep, that sounds like it. Like I said, i wasn't sure I understood him
correctly.

Kenn

On Wed, Feb 22, 2012 at 10:50 AM, Thomas Sibley t...@bestpractical.comwrote:

 On 02/22/2012 01:40 PM, Kenneth Crocker wrote:
  If I understand your question, you want to know how to add a person as a
  permanent CC get a person on an email to RT when the ticket is first
  created?
 
  I believe there is a scrip for this in the RT wiki. I copied it myself
  awhile back.
 
  It takes all the Cc's on an email during ticket creation and adds them
  to the TICKET Cc list. You can also make this work for future
  correspondence by cloning that scrip and changing the Condition to On
  Correspond with a check to see if the person already exists as a Cc.

 I don't think it's quite what he wants, but that behaviour is core with
 the $ParseNewMessagesForTicketCcs option.

 Thomas
 
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Re: [rt-users] No transaction content

[Kenneth Crocker]

Jim,

I could be wrong on this, but I believe the default for comments on resolve
is that the comment is not carried over.

I have a resolve template that I use that copies the last comment made
(presumably during the resolve process) and includes it in the template
sent out in email.

There should be an example available in the wiki. If not, let me know and
I'll send it to you.

Kenn

On Sun, Feb 19, 2012 at 6:21 AM, Jim Tambling
jim.tambl...@datatote.co.ukwrote:

 Despite having {$Transaction-Content()} on the Resolved template,
 whenever I resolve a ticket the requestor gets an email with the blurb
 that is in the template, but instead of a summary of the last comment on
 the ticket, it displays: This transaction appears to have no content.

 Any ideas?

 Regards, Jim
 
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Re: [rt-users] SelfService and ticket submission via Mail

[Kenneth Crocker]

Van,

I would recommend making them all privileged so you cab put them in groups
(like staff, students, etc.) with similar access needs.

Kenn

On Thu, Feb 16, 2012 at 3:23 PM, Howell, Van van.how...@lcu.edu wrote:

  I am using LDAP authentication.

 I have about 2000 users in Faculty, Staff, Student and Distance Ed groups.
 

 I want them to be able to submit tickets via email and check progress
 using self service.

 ** **

 Do they each have to be a member of my RTUsers group to do this?

 ** **

 Van Howell

 System Administrator

 Lubbock Christian University

 ** **

 
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Re: [rt-users] Problems with new users

[Kenneth Crocker]

Scott,

I can, but it would be helpful to know how uyou have set up your
privileges, both Globally and by Queue. Also, in order for LDAP info to get
into a User, they must have the ModifySelf right applied. OVerall, I
think this is all a privileges problem.

Kenn

On Fri, Feb 10, 2012 at 12:45 PM, Scott Pestana 
scott.pest...@linguamatics.com wrote:

 Hello RT Users,
To preface, I've got several years experience and training with the
 Linux platform and PERL, but I'm completely new to RT; I've done a few web
 searches and a three or four different google searches of the email archive
 and can't find any insight into our problem.

We're having a strange problem with our users in our two RT instances,
 that we think are related.  When our internal IT Support instance of RT was
 created everything was working well for some time, and we currently have RT
 configured to work with our LDAP database for users and their credentials.
  However, new users (new employees) trying to use RT are not able to get
 the same functionality.

For example: one user can send in emails to the RT queue and proceed
 normally.  However if he tries to log in to the web version, the RT system
 treats him like is associated with a different queue than the rest of our
 users.  When he tried to create a ticket through the web RT would create
 the ticket in this wrong queue, and he immediately got an error that he did
 not have permissions to view his ticket.
 RT creates an internal user for him, unlike the rest of our employees
 who don't show up in the user list because they exist in the configured
 LDAP.  I disabled the (discontinued) queue, and edited the user created
 form him to disassociate it from him (rename, re-email, etc), and then had
 him try to log in again.  Again, RT created a user with his
 name/credentials in its own SQL database instead of querying LDAP, and
 associated his user with the now disabled queue.  He can no longer create
 tickets because the queue is disabled, and I can't figure out how to alter
 his account to associate him with the proper queue.

Can anyone help me with this first problem?

 --
 N. Scott Pestana
 IT Infrastructure
 Linguamatics

 
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Re: [rt-users] One get two emails when sendiing emails to queue

[Kenneth Crocker]

Martin,

If you notice others getting emails confirming their transaction, then
perhaps you should turn off $NotifyActor in your RT_Siteconfig.pm file.

Kenn

On Thu, Feb 9, 2012 at 4:25 AM, Martin Petersson mar...@uanet.se wrote:

  Hello,

 ** **

 I wonder how to stop RT from sending out two emails?

 I get one confirmation message that you have this ticket nr and so on and
 that’s ok but one do also get a message that showing me what I wrote. Can I
 turn that off somehow?

 ** **

 Med Vänliga Hälsningar/Best Regards

 

 Martin Petersson

 (: Office +46 (0)522 98028 

 (: Fax +46 (0)70 25 79 453

 :: *www.uanet.se*

 ** **

 ** **

 Gustaf Mattssons Väg 2

 451 50 Uddevalla

 Orgnr: 556702-4095

 Styrelsens säte: Uddevalla

 P *Please consider the environment before printing this e-mail.*

 ** **

 
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Re: [rt-users] Question about moving between queues

[Kenneth Crocker]

Thomas.

Create a Custom Field named Last Queue and then write a scrip that
populates that CF with the current Queue before it is moved.

Kenn

On Thu, Jan 26, 2012 at 10:46 AM, Allen allen+rtl...@crystalfontz.comwrote:

  in the log for the user is “Queue changed from General to”

 That blank instead of Queue name probably means you have no rights to
 see that queue, not even it's printed name. use the root RT user to
 check that queue, group rights and see.

 Allen
 
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Re: [rt-users] SeeCustomField right applied on Queue vs on CF ?

[Kenneth Crocker]

Daniel,

When you grant rights for a Custom Field to a group, then they have those
rights r*egardless of Queue*.

When you grant rights to Custom Fields at the Queue level, you lose the
ability to segregate Custom Fields in that Queue.

What if you have some Custom Fields in a Queue that you DO NOT want
everyone to see.

If you grant SeeCustomFields to a group or role at the Queue level only,
they will see ALL Custom Fields.

Now you have lost the ability to hide some CF's from that group.

Granting Rights to Custom Fields to groups only allows you to relate the
need to see these fields for just those that actually need to see them.

You have more flexibility.

Also, if you had granted those rights to the CF's for the GROUP while in
the Config-CustomFields, then they WOULD have seen them when in Query.

Hope this helps.

Kenn

On Thu, Jan 26, 2012 at 10:19 AM, Daniel BLANC d...@42kettles.net wrote:

 Hi All,

 My users can't see customfield on search form. I'm aware that they
 should first select a queue and submit, but even if they do it, they
 can't see the customfields. SuperUser can see them.

 Also, when they create, modify or display a ticket they can see and
 modify those custom fields, so the problem is only on the search form
 (Search/Build.html).

 My users are in a team group, and this group have SeeCustomField and
 ModifyCustomField rights on the queue.

 I had to give SeeCustomField and ModifyCustomField rights to the team
 group on the custom field itself, just to be able to see it in the
 search form.

 Looks awkward to me, am I doing something wrong ?

 I'm using RT3.8.7 on ubuntu 10.04.1.

 Thanks,

 --
 daniel

 
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Re: [rt-users] rt-4.0.4 add 'resolved' to Quicksearch

[Kenneth Crocker]

Ronald,

Did you try by adding 'resolved' as an active status?

Just a thought. Haven't checked it out, myself.

Kenn

On Wed, Jan 18, 2012 at 7:22 AM, Ronald J. Yacketta yacke...@potsdam.eduwrote:

 Hello all!

 I have been stumbling around trying to display 'resolved' status in
 Quicksearch, so far I have a copy of Quicksearch modified as such

 --- Quicksearch 2012-01-17 13:36:47.0 -0500
 +++ ../../../local/html/Elements/**Quicksearch2012-01-18 
 10:20:53.0
 -0500
 @@ -54,12 +54,14 @@
 
  $comp,
queue_filter = sub { $_-CurrentUserHasRight('**ShowTicket') 
 !exists $unwanted-{$_-Name} },
 +   statuses = \@stats,
 
 /
 /div
 %INIT
  my $unwanted = 
 $session{'CurrentUser'}-**UserObj-Preferences('**QuickSearch',
 {});
  my $comp = $SplitByLifecycle? '/Elements/**QueueSummaryByLifecycle' :
 '/Elements/**QueueSummaryByStatus';
 +my @stats = qw(new open stalled resolved);
 /%INIT
 %ARGS
  $SplitByLifecycle = 1

 I also tried $SplitByLifecycle = 0

 Regards,

 Ron

 
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Re: [rt-users] General vs. Staff vs. Administrators (Rights)

[Kenneth Crocker]

Jeff,

The rights offered by RT for managing Queues/tickets are categorized in a
way that is most common to general use.

That doesn't mean you can't grant an Administrator right to someone that
isn't a manager or anything like that.

The best thing to keep in mind about these rights is how does granting
this right affect security/integrity of the ticket?.

Keep in mind that the environment you have will drive the way you design
your workflow and therefore security.

If you have a very small workforce using the tickets and the process you
want is mostly open to all, you could probably disregard most of the
categories of these rights, with the exception of superUser.

Do you want just anyone to be able to modify the status of a ticket? Make
comments on a ticket? Delete a ticket?

Do you have a large workflow that is segregated by groups of users that
have specific types of tickets to work on? If so, you want to be security
conscious about who can do what to which tickets and who oversees the work
on the tickets.

Is your environment software support? If so, the integrity of these tickets
and who did what ti who will be important to your auditing department.

Let me know what you are using RT for, your application and work
environment, etc. and I'll offer what help I can.

Kenn


On Wed, Jan 18, 2012 at 12:08 PM, Jeff Blaine jbla...@kickflop.net wrote:

 So.  Confused.

 What makes something 'General'?
 What makes something 'Staff'?
 What makes something 'Administrator'?

 RT has the most confusing rights system I have ever
 seen, even in 4.x :(

 Is there a 4.x write-up on this stuff?
 
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Re: [rt-users] RT 4.0.4 - Running Extract Custom Fields script on existing tickets in queue?

[Kenneth Crocker]

Chris,

If this is about getting a lot of older tickets caught up with the values
they didn't get, have you considered using Bulk Update?

Of course, you would have to be able to single these tickets out by some
other existing data.

Kenn

On Wed, Jan 18, 2012 at 8:04 AM, Chris Rios
cr...@hotwirecommunication.comwrote:

 All,

 ** **

 I finally got my ExtractCF working last night on incoming tickets to a
 queue, what I would like to do is find a way to manually run that script
 against the existing tickets in the queue (There’s about 2500). Is this
 possible at all? Please advise. Thank you!

 ** **

 Chris

 ** **

 
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Re: [rt-users] Creating custom fields with non-root account?

[Kenneth Crocker]

Stefan,

The ability to create/configure a Queue could easily be given Globally to a
particular Group by granting that Group the 'SuperUser' right. This would
also enable that Group to create/configure/modify Custom Fields. Someone *
already* having the SuperUser right navigates thus:

Tools-Configuration-Global-GroupRights-(SelectGroup)-SuperUser

The ability to create/configure a Custom Field could also easily be given
Globally to a particular Group by granting that Group the
'AdminCustomFields' right. This would also enable that Group to
create/configure/modify Custom Fields. Someone *already* having the
SuperUser right navigates thus:

Tools-Configuration-Global-GroupRights-(SelectGroup)- AdminCustomFields

However, if it is your desire to restrict this ability to *applying* a
Custom Field to a specific Queue, then you do NOT want to grant that right
Globally. Just grant the 'AssignCustomFields' for Custom Fields Globally to
a group :

Tools-Configuration-Global-GroupRights-(SelectGroup)-
AssignCustomFields

OR grant the ability *configure a specific* Custom Field:

Tools-Configuration-CustomField-(Select Custom
Field)-GroupRights-(SelectGroup)-AdminCustomFields OR
AdminCustomFieldValues (depending on what you want).

It really depends on exactly what you want to let them do at what level.

Hope this helps.

Kenn

On Wed, Jan 4, 2012 at 2:11 AM, Stefan Vollmar voll...@nf.mpg.de wrote:

 Dear Ruslan,
 dear Kenneth,

 apparently it is possible to give a particular user sufficient rights to
 configure a queue in the desired fashion (create custom fields) - good!
 What kind of permissions are required and where do I set them (my question
 originated from the fact that I did not see any suitable options where I
 expected them)?

 Many thanks in advance.
 Warm regards,
  Stefan

 On Dec 23, 2011, at 3:02 PM, Ruslan Zakirov wrote:

  On Fri, Dec 23, 2011 at 13:39, Stefan Vollmar voll...@nf.mpg.de wrote:
  Hello,
 
  we have recently added a new queue to our RT system: this queue is
 supposed to be used by one (external) group of colleagues only and they
 should be able to make any changes to it they desire. In our configuration,
 only the root user can create custom fields and, if possible, it should not
 be necessary for our external colleagues to have the root password to edit
 their custom fields. Is it possible to give  particular users of one RT
 group root rights (or extended rights for editing custom fields, at least)
 - but only for one queue?
 
  SuperUser right is global only. It's possible to grant set of rights
  on queue level and system level that would minimize impact, but still
  allow users to manage queue.
 
  Many thanks in advance.
  Best regards,
   Stefan
  --
  Dr. Stefan Vollmar, Dipl.-Phys.
  Head of IT group
  Max-Planck-Institut für neurologische Forschung
  Gleuelerstr. 50, 50931 Köln, Germany
  Tel.: +49-221-4726-213  FAX +49-221-4726-298
  Tel.: +49-221-478-5713  Mobile: 0160-93874279
  Email: voll...@nf.mpg.de   http://www.nf.mpg.de
 
 
 
 
 
 
 
  
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  --
  Best regards, Ruslan.

 --
 Dr. Stefan Vollmar, Dipl.-Phys.
 Head of IT group
 Max-Planck-Institut für neurologische Forschung
 Gleueler Str. 50, 50931 Köln, Germany
 Tel.: +49-221-4726-213  FAX +49-221-4726-298
 Tel.: +49-221-478-5713  Mobile: 0160-93874279
 E-Mail: voll...@nf.mpg.de   http://www.nf.mpg.de










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Re: [rt-users] Originator updated despite not being CC'ed

[Kenneth Crocker]

Alex,

You can turn that off with the NotifyActor setting in the RT_SiteConfig.pm
file.

Kenn

On Tue, Jan 3, 2012 at 2:55 AM, Alex Dyas ad...@linalis.com wrote:

 Hi, and happy new year.

 We have noticed recently that RT sends updates to the originator of a
 ticket even if that person is not in the CC list of the email.  For
 instance:

 - Client sends email to RT opening a ticket
 - Support employee sends email to second employee, copies RT but does not
 copy client
 - Client receives a copy of the update from RT despite not being copied in
 the follow up email

 This can lead to issues where we want to discuss issues internally by
 email, but not include the client.

 Can this functionality be turned off?

 Thanks,

 Alex

 --
 Alex Dyas, Manager - Systems Administration
 Tel: +41 22 348 30 15
 www.linalis.com | twitter.com/linalis | 
 www.linkedin.com/company/**linalishttp://www.linkedin.com/company/linalis

 Expert en Services, Formation et Recrutement BI et Applications Web (CMS,
 CRM)
 Partenaires certifies de Pentaho (BI), Jedox (Palo), Acquia (Drupal),
 SugarCRM et Infobright

 
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Re: [rt-users] What happened to blank for columns?

[Kenneth Crocker]

Jeff,

That's why I suggested you change your default. If it isn't offered now,
then when you change your default, it WILL be offered to ALL users.

Kenn

On Fri, Dec 30, 2011 at 2:48 PM, Jeff Blaine jbla...@kickflop.net wrote:

 On 12/30/2011 5:33 PM, Kenneth Crocker wrote:

 Jeff,

 You can modify your default search results display in the
 RT_SiteConfig.pm file in home/etc.


 Kenn,

 I want any user to be able to use blank to construct
 their search results as they want, not just set the
 default search result format.

  On Fri, Dec 30, 2011 at 2:28 PM, Jeff Blaine jbla...@kickflop.net
 mailto:jbla...@kickflop.net wrote:

I no longer see a selectable blank option for column
display.  We used this previously to, obviously, pad the
search results for readability.

(4.0.4)

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Re: [rt-users] What happened to blank for columns?

[Kenneth Crocker]

Jeff,

You can modify your default search results display in the RT_SiteConfig.pm
file in home/etc.

Kenn

On Fri, Dec 30, 2011 at 2:28 PM, Jeff Blaine jbla...@kickflop.net wrote:

 I no longer see a selectable blank option for column
 display.  We used this previously to, obviously, pad the
 search results for readability.

 (4.0.4)
 
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