Re: [rt-users] Problem with HTML tags appearing in correspondence
Good morning,
thanks Bart for your test - I've done the same this morning, and I can
confirm that the problem is gone on a fresh installation of RT-4.2.1.
I wonder if this is _really_ coming from your customization. We only
have installed two extensions ("mandatory on transition" and "command by
mail"), but in general we use a more or less "default" installation. I
guess it is an issue by updating from 4.2.0 to 4.2.1 - but this is only
my suspicion, without deeper knowledge.
@RT: I've done backup before new installation - do you want the archive
for some tests ?
Cheers - Michael
BTW: merry christmas everyone on this list and a happy new year J
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Bart
Sent: Donnerstag, 19. Dezember 2013 09:54
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Problem with HTML tags appearing in
correspondence
Hi,
I've done some additional testing in my testing environment and I seem
to have fixed everything by doing a semi fresh installation.
This means that I've movede the /opt/rt4 directory to a back-up location
and from there did a ./configure & make install for RT 4.2.1 (I skipped
the DB step since I've already applied the 4.2.1 changes)
After installation I reinstalled all extensions that I use, put back my
original RT_SiteConfig.pm, reapplied all other customizations under
/opt/rt4/local/ and after that I've started everything back up again.
Once all of that was done my testing environment was working perfectly
again! Or I should say, version 4.2.1 works and the weird HTML stuff is
fixed.
I'm guessing that "one" of my customizations was the cause, but doing
this reinstallation also fixed some other issues we were seeing. I'll
make a separate post about this or even file a bug report for the left
over problems that we are still seeing with the simplified recepient
list.
Anyways, for me this was the fix and we're planning a moment for doing
this fix in production pretty soon.
2013/12/17 Michael Polenske
<<642 1>> Good morning,
we also have this problem, that since 4.2.1 we have html tags in some
(not in all, but I have no idea why sometimes and sometimes not ..)
replies.
So, I opened a ticket in testqueue:
-cut
-
Subject: 1
MIME-Version: 1.0
X-Mailer: MIME-tools 5.504 (Entity 5.504)
Content-Disposition: inline
X-RT-Interface: Web
Message-ID:
Content-Type: text/plain; charset="utf-8"
Content-Transfer-Encoding: binary
X-RT-Original-Encoding: utf-8
Content-Length: 19
222
-cut
-
And then I do a reply via webinterface, now we have html tags in reply
-cut
-
MIME-Version: 1.0
In-Reply-To:
X-Mailer: MIME-tools 5.504 (Entity 5.504)
Content-Disposition: inline
X-RT-Interface: Web
References:
Content-Type: text/plain; charset="utf-8"
Message-ID:
Content-Transfer-Encoding: binary
X-RT-Original-Encoding: utf-8
RT-Send-CC:
Content-Length: 150
On Tue Dec 17 09:42:23 2013, mpolenske wrote:
> 222
--
Viele Grüße
Michael Polenske
-cut
-
>From my point of view the headers seem to be identical ... Attached a
screenshot how it look like in webinterface
Cheers - Michael
-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin
Falcone
Sent: Freitag, 13. Dezember 2013 17:10
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Problem with HTML tags appearing in
correspondence
Having attempted to Reply using the Rich Text Editor on a clean RT
4.2.1 install, I cannot replicate this at all.
Since you see literal HTML tags being recorded in ticket history, this
points to something broken in your use of the RichText editor.
Can one of the reporters please provide show a test correspondence with
the problem with Show Full Headers, and then with Download with headers
for each of the pieces.
Thanks
-kevin
On Thu, Dec 12, 2013 at 06:45:10AM +0800, Lai Zit Seng wrote:
>I seem to be experiencing the same problem as mentioned in:
>
[4]http://requesttracker.8502.n7.nabble.com/RT-4-2-1-Weird-issue-with-HT
ML-comments-correspondense-RT-always-registers-plain-text-with-HTML-tags
-td56005.html
>I don't have custom templates. The HTML tags are only appearing
when replying through the
>web interface. Disabling the Rich Text Editor avoids this
problem. Hope this can be fixed?
>Regards,
--
Bart G.
Re: [rt-users] Problem with HTML tags appearing in correspondence
<<642 1>> Good morning, we also have this problem, that since 4.2.1 we have html tags in some (not in all, but I have no idea why sometimes and sometimes not ..) replies. So, I opened a ticket in testqueue: -cut - Subject: 1 MIME-Version: 1.0 X-Mailer: MIME-tools 5.504 (Entity 5.504) Content-Disposition: inline X-RT-Interface: Web Message-ID: Content-Type: text/plain; charset="utf-8" Content-Transfer-Encoding: binary X-RT-Original-Encoding: utf-8 Content-Length: 19 222 -cut - And then I do a reply via webinterface, now we have html tags in reply -cut - MIME-Version: 1.0 In-Reply-To: X-Mailer: MIME-tools 5.504 (Entity 5.504) Content-Disposition: inline X-RT-Interface: Web References: Content-Type: text/plain; charset="utf-8" Message-ID: Content-Transfer-Encoding: binary X-RT-Original-Encoding: utf-8 RT-Send-CC: Content-Length: 150 On Tue Dec 17 09:42:23 2013, mpolenske wrote: > 2222222 -- Viele Grüße Michael Polenske -cut - >From my point of view the headers seem to be identical ... Attached a screenshot how it look like in webinterface Cheers - Michael -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Freitag, 13. Dezember 2013 17:10 To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Problem with HTML tags appearing in correspondence Having attempted to Reply using the Rich Text Editor on a clean RT 4.2.1 install, I cannot replicate this at all. Since you see literal HTML tags being recorded in ticket history, this points to something broken in your use of the RichText editor. Can one of the reporters please provide show a test correspondence with the problem with Show Full Headers, and then with Download with headers for each of the pieces. Thanks -kevin On Thu, Dec 12, 2013 at 06:45:10AM +0800, Lai Zit Seng wrote: >I seem to be experiencing the same problem as mentioned in: > [4]http://requesttracker.8502.n7.nabble.com/RT-4-2-1-Weird-issue-with-HT ML-comments-correspondense-RT-always-registers-plain-text-with-HTML-tags -td56005.html >I don't have custom templates. The HTML tags are only appearing when replying through the >web interface. Disabling the Rich Text Editor avoids this problem. Hope this can be fixed? >Regards, <<2013_12_17_09_53_49_642_1.png>>
[rt-users] No XLS-Exort
Good afternoon, I just updated our RT-4.0.17-instance to 4.2: No further problems (without the fact that I had to install FCGI/ProcManager, which was not checked during make upgrade). Also inside RT everything looks fine, nice new theme J Only thing is that I cannot export search-results anymore into XLS. I enabled logging and found this in logfile: [2734] [Thu Oct 17 13:11:01 2013] [error]: Undefined subroutine &RT::SQL::PossibleCustomFields called at /opt/rt4/local/plugins/RT-Extension-SearchResults-XLS/html/Search/Result s.xls line 80. Stack: [/opt/rt4/local/plugins/RT-Extension-SearchResults-XLS/html/Search/Resul ts.xls:80] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:680] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:368] [/opt/rt4/share/html/autohandler:53] (/opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm:211) Any idea / hint ? Many thanks - Michael
[rt-users] Delete parts of a ticket ?
Good morning, one of our customer sent mistakenly ~50 out-of-office-replies to one ticket (great ...) L Any idea to delete parts of a ticket ? I tried with shredder, but I don't want to delete whole ticket Cheers - Michael
Re: [rt-users] Cannot add email to user - already in use
Args, I forgot the unprivileged. Found and destroyed. Mille gracie ! Cheers - Michael -Original Message- From: ruslan.zaki...@gmail.com [mailto:ruslan.zaki...@gmail.com] On Behalf Of Ruslan Zakirov User with that email already exist. When you search for user in admin UI use checkbox to include disabled and unprivileged users.
[rt-users] Cannot add email to user - already in use
Good morning, I try to add a user to RT4.0.5 - works. But if I add an email address to his account I get the message "User xyz: Email address in use". But I cannot find this address in the userlist. Any idea ? Cheers - Michael
Re: [rt-users] Add a group as cc: watcher during ticket creation possible ?
:( Ok, I expected this already. Thanks for your info ! Cheers - Michael -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Freitag, 27. April 2012 15:46 To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Add a group as cc: watcher during ticket creation possible ? On Fri, Apr 27, 2012 at 03:09:51PM +0200, Michael Polenske wrote: >I try to add a group as watcher-cc: during ticket creation (via webinterface). It seems not >possible, I have to open the ticket afterwards and add the group manually. Is there a way to >enable this ? Unfortunately, the Requestor/Cc/AdminCc fields are passed through an email address parser which restricts what can be passed in there. -kevin
[rt-users] Add a group as cc: watcher during ticket creation possible ?
Dear all, I try to add a group as watcher-cc: during ticket creation (via webinterface). It seems not possible, I have to open the ticket afterwards and add the group manually. Is there a way to enable this ? Many thanks, Michael
Re: [rt-users] Limit upload to compressed files
Hi Ruslan, thanks for your reply. What do you mean with "auto archive" - export attached files directly after ticket creation or something similar ? Is is tricky to implement ? Maybe also someone else is interested in such a solution (maybe since prices for harddisks go higher and higher now :-) ) Cheers - Michael -Original Message- From: ruslan.zaki...@gmail.com [mailto:ruslan.zaki...@gmail.com] On Behalf Of Ruslan Zakirov Sent: Dienstag, 8. November 2011 21:56 To: Michael Polenske Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Limit upload to compressed files Hi, Uploads processing is done in multiple places, so it's doable with several callbacks and custom code. It's possible to auto archive big files when ticket is created or updated. I did it once many years ago, but code is not public and I even don't have access to it. On Tue, Nov 8, 2011 at 12:23 PM, Michael Polenske wrote: > Good morning, > > we allow our customers to upload files (configuration files, kernel > dumps > etc) to their ticket. Unfortunately not all customers follow the rule > and compress their uploads, so it can be that they upload a config > file with >>20MB (compressed with standard zip it’s <1MB). > > > > So big question – can I limit the upload to .zip /.gz/.rar.7z or > whatever on a easy way ? Any idea ? > > > > Thanks and best regards, > > Michael > > RT Training Sessions (http://bestpractical.com/services/training.html) > * Barcelona, Spain — November 28 & 29, 2011 -- Best regards, Ruslan. RT Training Sessions (http://bestpractical.com/services/training.html) * Barcelona, Spain November 28 & 29, 2011
[rt-users] Limit upload to compressed files
Good morning, we allow our customers to upload files (configuration files, kernel dumps etc) to their ticket. Unfortunately not all customers follow the rule and compress their uploads, so it can be that they upload a config file with >20MB (compressed with standard zip it's <1MB). So big question - can I limit the upload to .zip /.gz/.rar.7z or whatever on a easy way ? Any idea ? Thanks and best regards, Michael RT Training Sessions (http://bestpractical.com/services/training.html) * Barcelona, Spain November 28 & 29, 2011
Re: [rt-users] RT-Users Digest, Vol 90, Issue 67
Hi Sharon, sorry for late reply, I was on holiday last weeks. Many thanks for your help. WatcherGroup.id was what I was looking for. Many thanks - Michael -Original Message- From: sharon.belliv...@frb.gov [mailto:sharon.belliv...@frb.gov] Sent: Donnerstag, 22. September 2011 17:30 To: Michael Polenske Cc: rt-users@lists.bestpractical.com Subject: Re: RT-Users Digest, Vol 90, Issue 67 >Date: Wed, 21 Sep 2011 14:55:28 +0200 >From: "Michael Polenske" To your >second question - I want to create to search to find all tickets of my group - something like "cc.id == _groupofcurrentuser__" Try using WatcherGroup.id in your query. We have a dashboard for a group whose id is 119. The search criteria includes 'WatcherGroup.id = 119'. The query returns all tickets where any member of group 119 has a role: owner, requestor, cc or admincc. Sharon Belliveau Application Design + Development Research & Statistics Federal Reserve Board RT Training Sessions (http://bestpractical.com/services/training.html) * San Francisco, CA, USA October 18 & 19, 2011 * Washington DC, USA October 31 & November 1, 2011 * Barcelona, Spain November 28 & 29, 2011
Re: [rt-users] Add requestor group as cc
Hi Kevin, > I suggest you start by looking at the docs in Group for HasMemberRecursively, which will tell you that it expects a Principal. > Then you'll need to change the code to either get the first requestor's Principal object or loop and handle multiple Requestors passing each one's Principal object down into HasMemberRecursively Thanks for your hint, I will play around with some loops. Best regards - Michael RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 & 27, 2011 * San Francisco, CA, USA October 18 & 19, 2011 * Washington DC, USA October 31 & November 1, 2011 * Melbourne VIC, Australia November 28 & 29, 2011 * Barcelona, Spain November 28 & 29, 2011
Re: [rt-users] Search for tickets of my group
Hi Kevin, >You can be in multiple groups, which one should it choose? Okay, you're right. This will not work :-) >>And - side effect - if I create a search with "cc.id =" and search for the id of the group I >>cannot get any result - okay or not okay ? >Cc is for ticket Ccs, QueueCc is for Queue Ccs. You probably want QueueCc No. Let me explain little bit more: - I have a group called TEST, id is 138,, contains two user - create a ticket, set group TEST in cc - now find all tickets with group TEST in cc I tried all of the *.id options I found in RT (4.0.2) - no one worked: Requestor.id = 138 OR Cc.id = 138 OR AdminCc.id = 138 OR Watcher.id = 138 OR Owner.id = 138 OR QueueCc.id = 138 OR QueueAdminCc.id = 138 OR QueueWatcher.id = 138 No result at all. Where am I wrong ? Cheers - Michael RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 & 27, 2011 * San Francisco, CA, USA October 18 & 19, 2011 * Washington DC, USA October 31 & November 1, 2011 * Melbourne VIC, Australia November 28 & 29, 2011 * Barcelona, Spain November 28 & 29, 2011
[rt-users] Search for tickets of my group
Hi all, a second question - I want to create to search to find all tickets of my group - something like "cc.id == _groupofcurrentuser__" Any idea ? And - side effect - if I create a search with "cc.id =" and search for the id of the group I cannot get any result - okay or not okay ? Best regards, Michael RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 & 27, 2011 * San Francisco, CA, USA October 18 & 19, 2011 * Washington DC, USA October 31 & November 1, 2011 * Melbourne VIC, Australia November 28 & 29, 2011 * Barcelona, Spain November 28 & 29, 2011
[rt-users] Add requestor group as cc
Dear all,
we use the scrip "AddSquelchedCC" to add groups members of the creating
user as cc. Works like harm, except for the fact, that if admin of the
system creates a ticket for the user (if user in on the phone and has no
internet access) - in that case the groups of the admin will be added to
cc. I guess the problem is that in the scrip "creator" is used to find
out the membership of the groups and not "requestor":
my $groups = RT::Groups->new($RT::SystemUser);
$groups->LimitToUserDefinedGroups();
while (my $group = $groups->Next()) {
next unless $group->Name =~ /^TEAM_/;
if($group->HasMemberRecursively($ticket->Creator)){
$ticket->AddWatcher(Type=>"Cc",PrincipalId=>$group->Id);
So best solution for me would be to exchange
"HasMemberRecursively($ticket->Creator"
With
"HasMemberRecursively($ticket->Requestor"
But this does not work. Any hint ?
Best regards,
Michael
RT Training Sessions (http://bestpractical.com/services/training.html)
* Chicago, IL, USA September 26 & 27, 2011
* San Francisco, CA, USA October 18 & 19, 2011
* Washington DC, USA October 31 & November 1, 2011
* Melbourne VIC, Australia November 28 & 29, 2011
* Barcelona, Spain November 28 & 29, 2011
Re: [rt-users] Rights Matrix
Thanks for the hint - but unfortunately it doesn’t work: "could not find component for path '/Admin/Elements/ToolTabs' " Cheers - Michael -Original Message- From: Todd Chapman [mailto:t...@chaka.net] Sent: Montag, 25. Juli 2011 16:33 To: Michael Polenske Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Rights Matrix In RT4 the menu system changed. I haven't updated it yet, but you should still be able to use it by accessing it's URL directly. /Admin/Tools/RightsMatrix/ On Mon, Jul 25, 2011 at 10:27 AM, Michael Polenske wrote: > Hi Todd, > > this I already tried, doesn't work - okay, forgot to mention that I > use 4.01 :-) > > Cheers - Michael > > > > -Original Message- > From: Todd Chapman [mailto:t...@chaka.net] > Sent: Montag, 25. Juli 2011 16:15 > To: Michael Polenske > Cc: rt-users@lists.bestpractical.com > Subject: Re: [rt-users] Rights Matrix > > http://search.cpan.org/~htchapman/RTx-RightsMatrix-0.03.00/lib/RTx/Rig > htsMatrix.pm > > unless you are using RT4. > > On Mon, Jul 25, 2011 at 9:32 AM, Michael Polenske > wrote: >> Good afternoon, >> >> >> >> is it possible to see all rights on a queue directly (in table format >> or something else) ? I am currently creating > 30 queues and I assume >> that on some queues I will have forgotten or added rights J >> >> >> >> Best regards, >> >> Michael >> >> >> 2011 Training: http://bestpractical.com/services/training.html >> > 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] Rights Matrix
Hi Todd, this I already tried, doesn't work - okay, forgot to mention that I use 4.01 :-) Cheers - Michael -Original Message- From: Todd Chapman [mailto:t...@chaka.net] Sent: Montag, 25. Juli 2011 16:15 To: Michael Polenske Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Rights Matrix http://search.cpan.org/~htchapman/RTx-RightsMatrix-0.03.00/lib/RTx/RightsMatrix.pm unless you are using RT4. On Mon, Jul 25, 2011 at 9:32 AM, Michael Polenske wrote: > Good afternoon, > > > > is it possible to see all rights on a queue directly (in table format > or something else) ? I am currently creating > 30 queues and I assume > that on some queues I will have forgotten or added rights J > > > > Best regards, > > Michael > > > 2011 Training: http://bestpractical.com/services/training.html > 2011 Training: http://bestpractical.com/services/training.html
[rt-users] Rights Matrix
Good afternoon, is it possible to see all rights on a queue directly (in table format or something else) ? I am currently creating > 30 queues and I assume that on some queues I will have forgotten or added rights J Best regards, Michael 2011 Training: http://bestpractical.com/services/training.html
[rt-users] Clone Queues
Hi all, since I am not able to activate the Extension "QueueWizard" for RT4.0 - is there any other idea to clone a queue ? Maybe directly via SQL ? Reason is that I need to create some queues with similar settings (only to divide between products) and I don't want to click every detail in webinterface - I prefer command lines J Cheers - Michael 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] RT:Extension::QueueWizard
Hi Kevin, okay, question before I start to create a huge amount of queues by hand - how difficult is it to update the installation framework ? Is there a howto or something similar available ? Have a nice weekend, Michael -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Michael Polenske Sent: Mittwoch, 15. Juni 2011 10:14 To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] RT:Extension::QueueWizard Hi Kevin, thanks for your hint. So - at least for me - QueueWizard is not available in 4.0 as I am not able to update the installation framework on my own :-) Thanks and best regards - Michael -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Dienstag, 14. Juni 2011 21:19 To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] RT:Extension::QueueWizard On Tue, Jun 14, 2011 at 11:40:49AM +0200, Michael Polenske wrote: >short question - is RT:Extension::QueueWizard still working with RT 4.0 ? I currenly try to >install it and no success until now L The installation framework hasn't been updated for 3.8 or 4.0 I expect the code would work, but would need updating for plugin compatibility. -kevin
Re: [rt-users] RT:Extension::QueueWizard
Hi Kevin, thanks for your hint. So - at least for me - QueueWizard is not available in 4.0 as I am not able to update the installation framework on my own :-) Thanks and best regards - Michael -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Dienstag, 14. Juni 2011 21:19 To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] RT:Extension::QueueWizard On Tue, Jun 14, 2011 at 11:40:49AM +0200, Michael Polenske wrote: >short question - is RT:Extension::QueueWizard still working with RT 4.0 ? I currenly try to >install it and no success until now L The installation framework hasn't been updated for 3.8 or 4.0 I expect the code would work, but would need updating for plugin compatibility. -kevin
[rt-users] RT:Extension::QueueWizard
Hi all, short question - is RT:Extension::QueueWizard still working with RT 4.0 ? I currenly try to install it and no success until now L Cheers - Michael
Re: [rt-users] "ShowTicket" for Groups that a requestor belongs to
Hi Gerard, very good hint, I found that there is already a solution. http://requesttracker.wikia.com/wiki/AddSquelchedCc <http://requesttracker.wikia.com/wiki/AddSquelchedCc> I have now to make the scrip work with my installation, currently it seems not to work, but I will dig into it. By the way - is there a debug-possibility for scrips ? Many many thanks !! Cheers - Michael From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Gerard FENELON Sent: Montag, 6. Juni 2011 16:06 To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] "ShowTicket" for Groups that a requestor belongs to Hi I would create a group for each company then I would wite a scrip to add a Group as Cc to the ticket at creation time depending on some characteristics of the Requestor. For example, if the Organization of the Requestor is "Yoyodine" then add group "Yoyodine". Finally give the appropriate rights to the Cc group. Gerard On 2011-06-06 15:04, Michael Polenske wrote: Hi Kenneth, thanks for your hint. Unfortunately this will not cover my problem. Maybe I should explain it a little bit more: we have a queue called support ~20 companies are able to submit tickets to this queue All companies have 2-3 employees who can submit tickets for their company Currently every company has only _one_ user to login into RT to submit tickets for their company Every company can only see their submitted tickets (CreateTicket and SeeQueue or Privileged Users, ShowTicket for Requestor) Now we got request that every employee for every company should have their own account to RT to submit ticket (to clarify who in the customers company is owner of the ticket). Now problem at all, but now every user of one company should see all tickets of the other users of their company, just in case that someone is on vacation etc. If I follow your solution (open a group, move the employees in this group and give ShowTicket to this group) they can see ALL tickets - not only the tickets for their group. Maybe a solution like "Requestor Group" will cover my problem - I have no idea who to establish something like that Hope this clarifies my problem a little bit more J Thanks a lot and best regards, Michael From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kenneth Crocker Sent: Freitag, 3. Juni 2011 19:07 To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] "ShowTicket" for Groups that a requestor belongs to Michael, Create a User-defined Group, put those individuals that need those rights to the Queue into that group, then go to Config->Queues(select the Queue)->Group rights and find that group and give the the rights they need. That way, the Global rights you gave to Requestors remains, but for that particular Queue, any member of this new group will have the rights you granted. Kenn LBNL On Fri, Jun 3, 2011 at 7:26 AM, Michael Polenske wrote: Hi there, I work now for years with RT, but before as user not as admin J Now our admin left and I have to takeover some tasks. One of the urgent one's I am not able to fix, maybe you can help. Situation: One Support-Queue, some users can submit tickets to and can see only their tickets (ShowTicket only for group requestor). But now we have to change it that way, that some user can belong to a group, and this group needs to see all tickets submitted by members of this group - nothing more, nothing less. Any idea how to handle this ? Thanks a lot and have a nice weekend - Michael
Re: [rt-users] "ShowTicket" for Groups that a requestor belongs to
Hi Kenneth, thanks for your hint. Unfortunately this will not cover my problem. Maybe I should explain it a little bit more: - we have a queue called support - ~20 companies are able to submit tickets to this queue - All companies have 2-3 employees who can submit tickets for their company - Currently every company has only _one_ user to login into RT to submit tickets for their company - Every company can only see their submitted tickets (CreateTicket and SeeQueue or Privileged Users, ShowTicket for Requestor) Now we got request that every employee for every company should have their own account to RT to submit ticket (to clarify who in the customers company is owner of the ticket). Now problem at all, but now every user of one company should see all tickets of the other users of their company, just in case that someone is on vacation etc. If I follow your solution (open a group, move the employees in this group and give ShowTicket to this group) they can see ALL tickets - not only the tickets for their group. Maybe a solution like "Requestor Group" will cover my problem - I have no idea who to establish something like that Hope this clarifies my problem a little bit more J Thanks a lot and best regards, Michael From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kenneth Crocker Sent: Freitag, 3. Juni 2011 19:07 To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] "ShowTicket" for Groups that a requestor belongs to Michael, Create a User-defined Group, put those individuals that need those rights to the Queue into that group, then go to Config->Queues(select the Queue)->Group rights and find that group and give the the rights they need. That way, the Global rights you gave to Requestors remains, but for that particular Queue, any member of this new group will have the rights you granted. Kenn LBNL On Fri, Jun 3, 2011 at 7:26 AM, Michael Polenske wrote: Hi there, I work now for years with RT, but before as user not as admin J Now our admin left and I have to takeover some tasks. One of the urgent one's I am not able to fix, maybe you can help. Situation: One Support-Queue, some users can submit tickets to and can see only their tickets (ShowTicket only for group requestor). But now we have to change it that way, that some user can belong to a group, and this group needs to see all tickets submitted by members of this group - nothing more, nothing less. Any idea how to handle this ? Thanks a lot and have a nice weekend - Michael
[rt-users] "ShowTicket" for Groups that a requestor belongs to
Hi there, I work now for years with RT, but before as user not as admin J Now our admin left and I have to takeover some tasks. One of the urgent one's I am not able to fix, maybe you can help. Situation: One Support-Queue, some users can submit tickets to and can see only their tickets (ShowTicket only for group requestor). But now we have to change it that way, that some user can belong to a group, and this group needs to see all tickets submitted by members of this group - nothing more, nothing less. Any idea how to handle this ? Thanks a lot and have a nice weekend - Michael
