FW: [rt-users] Exporting request contents
Hi, Please help me in exporting ticket communication history to data file (.csv or .txt file). Thanks, Prasad -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Prasad Deshpande Sent: Friday, January 11, 2008 09:04 To: rt-users@lists.bestpractical.com Subject: [rt-users] Exporting request contents Hi, We are using RT 3.2.3 on Red Hat 9. We would like export the existing data in a text or excel file. To do this, we have tried using the Query builder. We are able to export the data but we could not find the field to export ticket history ( ie. communication captured during the life cycle of the ticket). If somebody knows how to capture the ticket history then please let me know. Thanks in Advance Regards, Regards, Prasad Deshpande IT Department Phone: +91 20 27407157 Ext: 7157 DISCLAIMER: This message,including any attachments contains confidential and privileged information for the sole use of the intended recipient(s), and is protected by law. If you are not the intended recipient, please destroy all copies of the original message. Any unauthorized review, use, disclosure, dissemination, forwarding, printing or copying of this email or any action taken in reliance on this e-mail is strictly prohibited and may be unlawful. Bajaj Auto reserves the right to record, monitor, and inspect all email communications through its internal and external networks. Your messages shall be subject to such lawful supervision as Bajaj Auto deems necessary in order to protect its information, interests and reputation. Bajaj Auto prohibits and takes steps to prevent its information systems from being used to view, store or forward offensive or discriminatory material. If this message contains such material, please report it to [EMAIL PROTECTED] ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com DISCLAIMER: This message,including any attachments contains confidential and privileged information for the sole use of the intended recipient(s), and is protected by law. If you are not the intended recipient, please destroy all copies of the original message. Any unauthorized review, use, disclosure, dissemination, forwarding, printing or copying of this email or any action taken in reliance on this e-mail is strictly prohibited and may be unlawful. Bajaj Auto reserves the right to record, monitor, and inspect all email communications through its internal and external networks. Your messages shall be subject to such lawful supervision as Bajaj Auto deems necessary in order to protect its information, interests and reputation. Bajaj Auto prohibits and takes steps to prevent its information systems from being used to view, store or forward offensive or discriminatory material. If this message contains such material, please report it to [EMAIL PROTECTED] ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Exporting request contents
Hi, We are using RT 3.2.3 on Red Hat 9. We would like export the existing data in a text or excel file. To do this, we have tried using the Query builder. We are able to export the data but we could not find the field to export ticket history ( ie. communication captured during the life cycle of the ticket). If somebody knows how to capture the ticket history then please let me know. Thanks in Advance Regards, Regards, Prasad Deshpande IT Department Phone: +91 20 27407157 Ext: 7157 DISCLAIMER: This message,including any attachments contains confidential and privileged information for the sole use of the intended recipient(s), and is protected by law. If you are not the intended recipient, please destroy all copies of the original message. Any unauthorized review, use, disclosure, dissemination, forwarding, printing or copying of this email or any action taken in reliance on this e-mail is strictly prohibited and may be unlawful. Bajaj Auto reserves the right to record, monitor, and inspect all email communications through its internal and external networks. Your messages shall be subject to such lawful supervision as Bajaj Auto deems necessary in order to protect its information, interests and reputation. Bajaj Auto prohibits and takes steps to prevent its information systems from being used to view, store or forward offensive or discriminatory material. If this message contains such material, please report it to [EMAIL PROTECTED] ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Rearranging the custom fields in web interface
Hi, I have added few custom fields in the queue. (RT 3.2.3). But these custom fields I want to rearrange so that it becomes more user friendly. Is there any way by which I can do this? Thanks in advance. Prasad Deshpande Sr. Officer – IT DISCLAIMER:This message,including any attachments contains confidential and privileged information for the sole use of the intended recipient(s), and is protected by law. If you are not the intended recipient, please destroy all copies of the original message. Any unauthorized review, use, disclosure, dissemination, forwarding, printing or copying of this email or any action taken in reliance on this e-mail is strictly prohibited and may be unlawful. Bajaj Auto reserves the right to record, monitor, and inspect all email communications through its internal and external networks. Your messages shall be subject to such lawful supervision as Bajaj Auto deems necessary in order to protect its information, interests and reputation. Bajaj Auto prohibits and takes steps to prevent its information systems from being used to view, store or forward offensive or discriminatory material. If this message contains such material, please report it to [EMAIL PROTECTED] ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] how to display latest modified tickets
Hi , I am running RT 3.2.3 on Red Hat 9. I am facing below mentioned problem. In my helpdesk environment, there are owners which are working on multiple tickets. They communicate with the requestors through RT web interface. So to check the requestor’s feedback, owner has to glance through all the tickets one by one allotted to him and see if somebody has replied back. If the no. of tickets are more then it becomes task in itself. So is there any way out so that owner will be informed on the last updated ticket from the main screen itself. If anybody has any suggestion or solution for above mentioned problem, please let me know the same. Thanks, Prasad Deshpande DISCLAIMER:This message,including any attachments contains confidential and privileged information for the sole use of the intended recipient(s), and is protected by law. If you are not the intended recipient, please destroy all copies of the original message. Any unauthorized review, use, disclosure, dissemination, forwarding, printing or copying of this email or any action taken in reliance on this e-mail is strictly prohibited and may be unlawful. Bajaj Auto reserves the right to record, monitor, and inspect all email communications through its internal and external networks. Your messages shall be subject to such lawful supervision as Bajaj Auto deems necessary in order to protect its information, interests and reputation. Bajaj Auto prohibits and takes steps to prevent its information systems from being used to view, store or forward offensive or discriminatory material. If this message contains such material, please report it to [EMAIL PROTECTED] ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
RE: [rt-users] priviledge user : one query
Hi, Thanks Eric, Kenneth for your valuable inputs. I have configured the same and it is working fine. With this requesters are able to see the tickets which they have created. But I have one more query; I do not want requestor to know the status of open and new tickets in a queue. Current they can see this from 'Quick Search'. Is there any way to restrict this? I want owners to see the queue status but not the requestor. Thanks again for your help. Prasad Deshpande Bajaj Finance -Original Message- From: Schultz, Eric [mailto:[EMAIL PROTECTED] Sent: Tuesday, 25 July, 2006 11:07 PM To: Kenneth Crocker; Prasad Deshpande Cc: rt-users@lists.bestpractical.com Subject: RE: [rt-users] priviledge user : one query > Prasad, > > I may be wrong (and that is OK with me) but I do not > believe you can > give someone the ability to just see just a single ticket in > a Queue. I > believe it is "all or nothing at all". The privilege should be titled > "ShowTickets" instead of "ShowTicket". > > Kenn > LBNL > > Prasad Deshpande wrote: > > Hi > > > > > > > > I have created a privilege user in RT (Ver 3.2.3) so that users can > > create the ticket through web interface. But my problem is > they are able > > to see other tickets in the same queue as well. I want > user to see only > > the tickets which they have created and should able to create the > > tickets in a queue with access to select the custom fields. > > > > > > > > I have tried by deselecting "Let this user be granted > rights" option, > > but with this custom fields are not available to the users while > > creating the tickets. Actually, this is possible. For the interested queue, go to the Group Rights configuration. From there, give Everyone the right to ReplyToTicket and CreateTicket. Then, for the Requestor group, give them ModifyTicket and ShowTicket. This way, requestors can only see what they have requested, and nothing else. But anyone can create or reply to tickets via email. We have this configuration working correctly. Also, if you want to allow Everyone to see the queue in the "New ticket in" drop-down, grant SeeQueue. This is all on a 3.4.x setup. Eric Schultz United Online DISCLAIMER: This message,including any attachments contains confidential and privileged information for the sole use of the intended recipient(s), and is protected by law. If you are not the intended recipient, please destroy all copies of the original message. Any unauthorized review, use, disclosure, dissemination, forwarding, printing or copying of this email or any action taken in reliance on this e-mail is strictly prohibited and may be unlawful. Bajaj Auto reserves the right to record, monitor, and inspect all email communications through its internal and external networks. Your messages shall be subject to such lawful supervision as Bajaj Auto deems necessary in order to protect its information, interests and reputation. Bajaj Auto prohibits and takes steps to prevent its information systems from being used to view, store or forward offensive or discriminatory material. If this message contains such material, please report it to [EMAIL PROTECTED] ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
[rt-users] priviledge user : one query
Hi I have created a privilege user in RT (Ver 3.2.3) so that users can create the ticket through web interface. But my problem is they are able to see other tickets in the same queue as well. I want user to see only the tickets which they have created and should able to create the tickets in a queue with access to select the custom fields. I have tried by deselecting “Let this user be granted rights” option, but with this custom fields are not available to the users while creating the tickets. Any suggestion on this is highly appreciable. Thanks, Prasad Deshpande DISCLAIMER:This message,including any attachments contains confidential and privileged information for the sole use of the intended recipient(s), and is protected by law. If you are not the intended recipient, please destroy all copies of the original message. Any unauthorized review, use, disclosure, dissemination, forwarding, printing or copying of this email or any action taken in reliance on this e-mail is strictly prohibited and may be unlawful. Bajaj Auto reserves the right to record, monitor, and inspect all email communications through its internal and external networks. Your messages shall be subject to such lawful supervision as Bajaj Auto deems necessary in order to protect its information, interests and reputation. Bajaj Auto prohibits and takes steps to prevent its information systems from being used to view, store or forward offensive or discriminatory material. If this message contains such material, please report it to [EMAIL PROTECTED] ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
[rt-users] Priviledged user creation
Hi, I am using RT Version 3.2.3 on RH 9. I want to create around 200 privileged users in RT. Is there any way through which I can create these users without manually entering it. Currently I am not using LDAP. If anybody has already done it or knows how it can be done, please let me know the same. Thanks in advance. Regards, Prasad Deshpande DISCLAIMER:This message,including any attachments contains confidential and privileged information for the sole use of the intended recipient(s), and is protected by law. If you are not the intended recipient, please destroy all copies of the original message. Any unauthorized review, use, disclosure, dissemination, forwarding, printing or copying of this email or any action taken in reliance on this e-mail is strictly prohibited and may be unlawful. Bajaj Auto reserves the right to record, monitor, and inspect all email communications through its internal and external networks. Your messages shall be subject to such lawful supervision as Bajaj Auto deems necessary in order to protect its information, interests and reputation. Bajaj Auto prohibits and takes steps to prevent its information systems from being used to view, store or forward offensive or discriminatory material. If this message contains such material, please report it to [EMAIL PROTECTED] ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
[rt-users] Group Rigts for Custom Fields in Ver 3.2.3
Hi, I am using RT 3.2.3 on Red Hat 9. I am facing the problem in giving the group rights to custom field. I am referring a book called RT Essential (they are referring RT Ver 3.1.15) in which it has been mentioned that you can modify custom field access control.( through Configuration->Custom Fields->->Group Rights) But the said option is not visible in my RT. Does any one have any solution for this? Thanks in advance. Prasad Deshpande DISCLAIMER:This message,including any attachments contains confidential and privileged information for the sole use of the intended recipient(s), and is protected by law. If you are not the intended recipient, please destroy all copies of the original message. Any unauthorized review, use, disclosure, dissemination, forwarding, printing or copying of this email or any action taken in reliance on this e-mail is strictly prohibited and may be unlawful. Bajaj Auto reserves the right to record, monitor, and inspect all email communications through its internal and external networks. Your messages shall be subject to such lawful supervision as Bajaj Auto deems necessary in order to protect its information, interests and reputation. Bajaj Auto prohibits and takes steps to prevent its information systems from being used to view, store or forward offensive or discriminatory material. If this message contains such material, please report it to [EMAIL PROTECTED] ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
[rt-users] Warnings in RT log
Hi, I am getting the below mentioned warnings in rt log file quite often. Is anybody knows the reasons for this? Is there any thing missing because of which I am facing this problem. [Wed May 17 11:20:59 2006] [warning]: Use of uninitialized value in concatenatio n (.) or string at /usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/Resolver/File .pm line 51. [Wed May 17 11:20:59 2006] [warning]: Use of uninitialized value in length at /u sr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/Resolver/File.pm line 52. Regards, Prasad Deshpande -- Below mentioned are the perl modules which are installed in Red Hat 9 with RT Ver 3.2.3 HTML::Entities v1.32; HTML::Mason v1.32; HTML::Mason::ApacheHandler v1.69; HTML::Mason::Exception v1.1; HTML::Mason::Exception::Abort v1.1; HTML::Mason::Exception::Compilation v1.1; HTML::Mason::Exception::Compilation::IncompatibleCompiler v1.1; HTML::Mason::Exception::Compiler v1.1; HTML::Mason::Exception::Decline v1.1; HTML::Mason::Exception::Params v1.1; HTML::Mason::Exception::Syntax v1.1; HTML::Mason::Exception::System v1.1; HTML::Mason::Exception::TopLevelNotFound v1.1; HTML::Mason::Exception::VirtualMethod v1.1; HTML::Mason::Exceptions v1.43; HTML::Parser v3.50; HTML::Scrubber v0.08; DISCLAIMER:This message,including any attachments contains confidential and privileged information for the sole use of the intended recipient(s), and is protected by law. If you are not the intended recipient, please destroy all copies of the original message. Any unauthorized review, use, disclosure, dissemination, forwarding, printing or copying of this email or any action taken in reliance on this e-mail is strictly prohibited and may be unlawful. Bajaj Auto reserves the right to record, monitor, and inspect all email communications through its internal and external networks. Your messages shall be subject to such lawful supervision as Bajaj Auto deems necessary in order to protect its information, interests and reputation. Bajaj Auto prohibits and takes steps to prevent its information systems from being used to view, store or forward offensive or discriminatory material. If this message contains such material, please report it to [EMAIL PROTECTED] ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
[rt-users] How to update custom fields when ticket is generated through email interface
Hi, I am using RT 3.2.3 on Red Hat 9. I have created the custom fields in a queue which I am able to update through web interface. But when I am receiving the requests through Email, I am not able to update the custom fields. Please let me know how to update these custom fields once the tickets are generated through email interface. Thanks in advance. Regards, Prasad Deshpande Sr. Office – IT Bajaj Finance Pune - India DISCLAIMER:This message,including any attachments contains confidential and privileged information for the sole use of the intended recipient(s), and is protected by law. If you are not the intended recipient, please destroy all copies of the original message. Any unauthorized review, use, disclosure, dissemination, forwarding, printing or copying of this email or any action taken in reliance on this e-mail is strictly prohibited and may be unlawful. Bajaj Auto reserves the right to record, monitor, and inspect all email communications through its internal and external networks. Your messages shall be subject to such lawful supervision as Bajaj Auto deems necessary in order to protect its information, interests and reputation. Bajaj Auto prohibits and takes steps to prevent its information systems from being used to view, store or forward offensive or discriminatory material. If this message contains such material, please report it to [EMAIL PROTECTED] ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
[rt-users] Error while starting the Apache Server
Hi, I am using RT 3.2.3 on Red Hat 9, When I am starting the Apache Server it gives following error message. Using an array as a reference is deprecated at /usr/local/lib/perl5/site_perl/5.8.5/Date/Format.pm line 88. Will this message affect the RT functionality ? Also I am getting below mentioned error log in Apache Server (../logs/error_log) :Condition::moveticket failed. Global symbol "$self" requires explicit package name at /opt/rt3/lib/RT/Condition/moveticket.pm line 8. If anybody knows how to solve this, please help me. Thanks in Advance, Prasad Deshpande DISCLAIMER:This message,including any attachments contains confidential and privileged information for the sole use of the intended recipient(s), and is protected by law. If you are not the intended recipient, please destroy all copies of the original message. Any unauthorized review, use, disclosure, dissemination, forwarding, printing or copying of this email or any action taken in reliance on this e-mail is strictly prohibited and may be unlawful. Bajaj Auto reserves the right to record, monitor, and inspect all email communications through its internal and external networks. Your messages shall be subject to such lawful supervision as Bajaj Auto deems necessary in order to protect its information, interests and reputation. Bajaj Auto prohibits and takes steps to prevent its information systems from being used to view, store or forward offensive or discriminatory material. If this message contains such material, please report it to [EMAIL PROTECTED] ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
[rt-users] Moving a ticket based on the subject line
Hi, I am using RT 3.2.3, I have set one email-id for the helpdesk. Now based on the subject I want to transfer the tickets to different queues. For example, I have assigned [EMAIL PROTECTED] email-id to queue called general. Now based on the subject like ‘PC’, ‘Software’, ‘Email’ I want to move the tickets to PCQueue, SoftwareQueue, EmailQueue respectively. Is anybody had implement this? Any help will be greatly appreciated. Thanks. Prasad Deshpande DISCLAIMER:This message,including any attachments contains confidential and privileged information for the sole use of the intended recipient(s), and is protected by law. If you are not the intended recipient, please destroy all copies of the original message. Any unauthorized review, use, disclosure, dissemination, forwarding, printing or copying of this email or any action taken in reliance on this e-mail is strictly prohibited and may be unlawful. Bajaj Auto reserves the right to record, monitor, and inspect all email communications through its internal and external networks. Your messages shall be subject to such lawful supervision as Bajaj Auto deems necessary in order to protect its information, interests and reputation. Bajaj Auto prohibits and takes steps to prevent its information systems from being used to view, store or forward offensive or discriminatory material. If this message contains such material, please report it to [EMAIL PROTECTED] ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
[rt-users] Configuring helpdesk
Hi, I am using RT Ver 3.2.3 on RH 9 for implementing helpdesk in our IT Dept. My requirement is as mentioned below. I want the helpdesk operators to see the requests which are only assigned to them. Currently they can see all the un owned requests. I have tried creating two separate groups for operators and admins with difference rights but could get the required functionality. Is any anyone doing this? know how to configure it? Thanks in advance. Regards, Prasad Deshpande DISCLAIMER:This message,including any attachments contains confidential and privileged information for the sole use of the intended recipient(s), and is protected by law. If you are not the intended recipient, please destroy all copies of the original message. Any unauthorized review, use, disclosure, dissemination, forwarding, printing or copying of this email or any action taken in reliance on this e-mail is strictly prohibited and may be unlawful. Bajaj Auto reserves the right to record, monitor, and inspect all email communications through its internal and external networks. Your messages shall be subject to such lawful supervision as Bajaj Auto deems necessary in order to protect its information, interests and reputation. Bajaj Auto prohibits and takes steps to prevent its information systems from being used to view, store or forward offensive or discriminatory material. If this message contains such material, please report it to [EMAIL PROTECTED] ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
