Re: [rt-users] Failed attempt to create a ticket by email, from us-c...@ncas.us-cert.gov
Greetings Stephen:
Thank you for your reply. Now I'm scratching my head, because other
than admins and "privileged users", no one has "View Queue" permissions
in my platform and I'm not getting any error as you described.
Hoping someone can shed some light here per this anomaly.
Cheers!
Reza.
Stephen Switzer wrote on 11/22/2016 3:37 PM:
Reza,
I think you may have misinterpreted my screenshot. "Everyone",
"Privileged", "Unprivileged", "Owner", etc are all "highlighted" just
to show that there are selected permissions under that group. The bold
one is "Everyone", which is the current selection and what permissions
are being displayed on the right in the screenshot.
It appears that "View queue" was required as Matt suggested, and I
received 2-3 tickets from US-CERT after I checked this off.
Thank you for your effort and input just the same!
Steve
On 2016-11-22 1:38 pm, Reza wrote:
Stephen:
I faced a similar challenge when I first started to use RT. As
commented by our friend, the "view queue" has nothing to do with the
issue you faced.
The issue is, "/... attempted to create a ticket via email in the
queue Incident Reports; you might need to grant 'Everyone' the
CreateTicket right/"
... basically means the "_*Requester*_" ("Request_*o*_r"in RT) does
not have permissions to create the ticket.
Under your "ROLES" per the screen shot you have sent, you are
highlighted as "Owner".
Select "Request_*o*_r"under ROLES and then enable "create tickets".
The person handling the ticket or assumed ownership is called "Owner".
The person who sent the ticket for support, is **not necessarily**
the "Owner".
I would also allow the requester, to "Comment on tickets".
In a nutshell, the "Owner" of the ticket is not necessarily the
requester.
In the practical world, the person who has sent a ticket / support
request, is usually called the "Requestor"
I also see you have multiple groups assigned under your "Incident
Reports" queue. The "deny" option takes precedence over "allow"
option per my experience, so it is also possible that one of your
groups under "User Groups", under your "Incident Reports" queue does
not have permission to create tickets.
Would appreciate the members here to correct me if I'm wrong in any
of the above.
Cheers!
Reza.
Stephen Switzer wrote on 11/21/2016 8:43 PM:
I don't normally think of enabling outside users to see my queue,
but I think you're right. Thank you.
Sent from Nine <http://www.9folders.com/>
*From:* Matt Zagrabelny
*Sent:* Nov 21, 2016 3:47 PM
*To:* Stephen Switzer
*Cc:* rt-users
*Subject:* Re: [rt-users] Failed attempt to create a ticket by
email, from us-c...@ncas.us-cert.gov
-
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Re: [rt-users] Failed attempt to create a ticket by email, from us-c...@ncas.us-cert.gov
Stephen:
I faced a similar challenge when I first started to use RT. As
commented by our friend, the "view queue" has nothing to do with the
issue you faced.
The issue is, "/... attempted to create a ticket via email in the queue
Incident Reports; you might need to grant 'Everyone' the CreateTicket
right/"
... basically means the "_*Requester*_" ("Request_*o*_r"in RT) does
not have permissions to create the ticket.
Under your "ROLES" per the screen shot you have sent, you are
highlighted as "Owner".
Select "Request_*o*_r"under ROLES and then enable "create tickets".
The person handling the ticket or assumed ownership is called "Owner".
The person who sent the ticket for support, is **not necessarily** the
"Owner".
I would also allow the requester, to "Comment on tickets".
In a nutshell, the "Owner" of the ticket is not necessarily the requester.
In the practical world, the person who has sent a ticket / support
request, is usually called the "Requestor"
I also see you have multiple groups assigned under your "Incident
Reports" queue. The "deny" option takes precedence over "allow" option
per my experience, so it is also possible that one of your groups under
"User Groups", under your "Incident Reports" queue does not have
permission to create tickets.
Would appreciate the members here to correct me if I'm wrong in any of
the above.
Cheers!
Reza.
Stephen Switzer wrote on 11/21/2016 8:43 PM:
I don't normally think of enabling outside users to see my queue, but
I think you're right. Thank you.
Sent from Nine <http://www.9folders.com/>
*From:* Matt Zagrabelny
*Sent:* Nov 21, 2016 3:47 PM
*To:* Stephen Switzer
*Cc:* rt-users
*Subject:* Re: [rt-users] Failed attempt to create a ticket by email,
from us-c...@ncas.us-cert.gov
-
RT 4.4 and RTIR training sessions, and a new workshop day!
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* Los Angeles - January 9-11 2017
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RT 4.4 and RTIR training sessions, and a new workshop day!
https://bestpractical.com/training
* Los Angeles - January 9-11 2017
Re: [rt-users] Greetings to recent adopters of RT and invitation for group study
I guess we will decide about the app later on. Focus of this thread is to see who is interested to participate in group study. There are hundreds of apps and possibilities we can address later on. Simplest is telephone conference and I'm assuming most of us are in North America. Long Distance is also cheap these days and I'm sure most of us residing in North America and/or Europe would not mind spending 1 or 2 cents per minute (60 cents to $1.20) for an hour of group session study. From my cell phone plan (Toronto Canada), along with my friends from the United States, I know we all have unlimited free long distance calling across North America (Mexico not included). Per online-screen sharing, again, there are hundreds of free apps, YouTube life feeds etc etc etc., but lets remain on track and see how many would be interested to join an online virtual conference type setting and with the spirit of group study, we can definitely find a solution. So far the list is: 1. Alex (United States) 2. Myself (Canada) 3. Bengan (Sweden) 4. Vinzenz (Germany - can we included you in as well?) 5. ... List yourself here, if you are interested. Thanks! Thanks! Reza. Bengt Gördén wrote on 11/22/2016 9:50 AM: Den 2016-11-22 kl. 14:43, skrev Sinapius, Vinzenz: I recommend https://discordapp.com Is there video at discordapp.com? regards, /bengan - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Los Angeles - January 9-11 2017 - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Los Angeles - January 9-11 2017
[rt-users] Greetings to recent adopters of RT and invitation for group study
Greetings new and recent adopters to RT! I recently joined the community and though I have RT running in a production environment, I have it running in the most basic of installations. The best way I learn is through interaction of other newbies and advanced users. Unfortunately I do not have the time and resources to join an RT training conference as much as I would love to in a heart beat. Wondering how many here would be interested to learn / chat / video conference online - as an international collective, for further knowledge acquisition through group efforts. If you are interested, please reply to this post and I will try to work on getting a conference line free of charge, or perhaps have a group chat / talk on Skype or other chat mediums. Thanks in advance! Reza. - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Los Angeles - January 9-11 2017
[rt-users] Queue List - Additional columns Customization
Greetings Folks: I've exhausted documentations and readings and I need some help on this item as I feel I've hit a road block. I have "Queue List" which displays 4 columns: Queue, New, Open, Stalled. I would like to add "Resolved" in this. In my case it is important to see the total resolved versus having to go to the search field. If anyone could guide me to the proper direction, it would be appreciated. Thank you, Reza. - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Los Angeles - Q1 2017
Re: [rt-users] Group Rights
Greetings Ron: I'm relatively new with RT but have progressed a lot and have already incorporated it into a live production environment. To my experience, the scenario of "Group Additives", as you put it, or assigning a "group" within a "group", is not necessarily the best business practice. I like to keep things well organized and have separate groups for different unique permissions. In theory your concept may work, but not advisable in my opinion, coming from a security perspective, in the name of keep things organized and secure. Cheers! Reza. Ron Yacketta wrote on 10/27/2016 4:38 PM: All, Are group rights Additive? We have a Group that contains other groups with certain granted rights, we would like to give one of the included groups the ability to mange users. Will RT grant all the rights allowed in the Containing group as well as those assigned directly to the group? Regards, Ron Yacketta - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Los Angeles - Q1 2017 - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Los Angeles - Q1 2017
Re: [rt-users] REST API, AUTOMATION and Recipes.
Keith, Cris, thank you for sharing. Cris, I'm going to look into that wiki of yours. To share with both of you, I just finished writing a combination of bash scripts, combined with an Open Source VOIP switch (Asterisk) and am able to create tickets ON THE FLY, real time, with caller id name and number, inserted into the ticket, with a unique identifier for call recordings for an active on-going call. This is more of a hobby / learning exercise. Its very much at its primitive stages but very functional. Since its barely 3-4 days since I started with RT, I'm documenting all the steps and questions that I'm coming up with. Perhaps that doc will help with future learning of enthusiasts. Hopefully more people will share what they are doing with the REST API, as it gives us all more perspective of what can be done and what people doing in real life. Thanks! Reza. Reza wrote on 10/26/2016 3:17 AM: /*Greetings Community:*/ Past 3:00 AM EST here in Toronto and this learning exercise is just too darn addictive! I've already been digging deep inside the API documentations of RT, to be more specific the REST API. The contributors and developers of RT are simply pure ingenious. The REST API is allowing any Joe like me to come up with a beautifully designed web interface and communicate with RT to do almost anything (if not all). I've already started writing code to integrate with bash scripts, php, simple CURL, etc., as the initial input by web-form, or telephone touch pad. I'm only beginning to imagine the potential of a phone system integration of a call centre into RT. Most of us here are systems admins, system analysts and coders. Just curious... how many of you folks here in this community have actually written your own apps to integrate with RT via the REST API? Thanks! Reza. [Superbly pumped to learn more. Cheers!] - 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-users] REST API, AUTOMATION and Recipes.
/*Greetings Community:*/ Past 3:00 AM EST here in Toronto and this learning exercise is just too darn addictive! I've already been digging deep inside the API documentations of RT, to be more specific the REST API. The contributors and developers of RT are simply pure ingenious. The REST API is allowing any Joe like me to come up with a beautifully designed web interface and communicate with RT to do almost anything (if not all). I've already started writing code to integrate with bash scripts, php, simple CURL, etc., as the initial input by web-form, or telephone touch pad. I'm only beginning to imagine the potential of a phone system integration of a call centre into RT. Most of us here are systems admins, system analysts and coders. Just curious... how many of you folks here in this community have actually written your own apps to integrate with RT via the REST API? Thanks! Reza. [Superbly pumped to learn more. Cheers!] - 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-users] Randomizing / Masking Ticket Numbers / or Intelligently concatenating multiple numbers as ticket number.
Thank you for your detailed response Jeff. Thinking out of the box, a Random Number is not necessary if we can mask it from email responses. In my specific case, I do not want non-staff to access RT. Only support agents. Is some sort of ID number absolutely necessary in the subject field and can this be removed? I guess a more technical question is how RT tracks the email thread? Is it through the headers, or a basic primitive Subject field comparison ? Then again... I'm thinking... a ticket number is so much easier if its relayed to support agents by caller if they decide to simply call for support. Thoughts, ideas and suggestions welcome. Best, Reza. Jeffrey Pilant wrote on 10/25/2016 2:43 PM: Reza writes: The use case for random IDs is quite simple. Ascending / serial number of IDs compromises confidentiality. End users would be able to guess how busy I could be with the amount of tickets answered. Its something I don't want to disclose. Almost ALL ticketing systems I have seen, have a random arbitrary numeric or alpha-numeric ID. Any other suggestions on how to approach not displaying an obvious number to end users? I don't think I have ever seen a random number for ticket ID. I have seen many systems that show reports of number of tickets processed per unit of time and he average answer time. I guess I have never encountered your need before. Seeing a series of ticket IDs may tell them how fast tickets come in, but it will not tell them how fast they are answered. What might be easier is to create a custom field that holds a random number (maybe a GUID?). This number could then be placed in the email subject line in place of the ticket ID. Likiewise, the email reader could read the number from the subject and look up the ID. This would touch a lot fewer places in the code, and if the recipient only ever sees the email, they don't know the real number. Meanwhile, users of the web interface see both real number and random number. If you allow them to see the web interface, the above will not work. A simple possible solution is to add a random amount to the ticket sequence in the code that generates ticket numbers. You will need a much larger max ticket ID since there is so much wasted space, but the random nature will obscure the number of real tickets between two given ticket IDs. /jeff The information contained in this e-mail is for the exclusive use of the intended recipient(s) and may be confidential, proprietary, and/or legally privileged. Inadvertent disclosure of this message does not constitute a waiver of any privilege. If you receive this message in error, please do not directly or indirectly use, print, copy, forward, or disclose any part of this message. Please also delete this e-mail and all copies and notify the sender. Thank you. - 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] Greetings from a New RT user in Toronto.
Greetings Jeff: Thank you for your reply. The use case for random IDs is quite simple. Ascending / serial number of IDs compromises confidentiality. End users would be able to guess how busy I could be with the amount of tickets answered. Its something I don't want to disclose. Almost ALL ticketing systems I have seen, have a random arbitrary numeric or alpha-numeric ID. Any other suggestions on how to approach not displaying an obvious number to end users? Thanks! Reza. Jeffrey Pilant wrote on 10/25/2016 10:12 AM: Reza writes: The last 24-48 hrs has been an amazing learning experience. I feel as-if I can do Kung Fu now :) From my recent agenda of: 1. Create Random Ticket numbers. 2. Suppress "RT System Itself - Outgoing email recorded" 3. Customization of Auto ticket reply. 4. Assigning tickets / transferring to someone else (when not logged in as root) 5. 3rd Party CRM integration basics. 6. How to Customize the RT at a glance (Just added to my list for Oct 25, 2016) I have learned points #2, #3, #4. Can anyone here guide me to the proper direction to accomplish #1 (Generating random ticket number versus ascending ticket numbers), and guide me towards a fundamentally basic API example for 3rd Party CRM integration? In order to generate a random ticket ID, you need a random number generator, a min and max ID number allowed, and a way to determine if any given ID has already been used. You then need to replace the standard SQL that gets the current max ID and adds one to assign a new ID. I don't know where that code is. As you fill the IDs, generating a new ID becomes harder and harder, because you will hit duplicate entries in the random generating process. You also loose the relation of ID#s to date order. Sorting a list of IDs by ID number will randomize the time that the IDs occur, requiring reports to be modified to be sorted by some other key. Basically, you need a very strong reason to break the defaults the program uses, because there is a lot of work needed to rewrite the many things that use the defaults, and the time spent verifying that you found all the bits that need to be changed. What is your use case? /jeff The information contained in this e-mail is for the exclusive use of the intended recipient(s) and may be confidential, proprietary, and/or legally privileged. Inadvertent disclosure of this message does not constitute a waiver of any privilege. If you receive this message in error, please do not directly or indirectly use, print, copy, forward, or disclose any part of this message. Please also delete this e-mail and all copies and notify the sender. Thank you. - 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] Greetings from a New RT user in Toronto.
Many thanks to my first 3 teachers, Kenneth Crocker, Alex Hall and Chris McClement, for guiding me to the right direction. Ken, many thanks for your generosity for passing me a copy of your book "Request Tracker for Beginners - A Topical Guide" ( also available on Amazon if those of you newbie seeking knowledge ) Many thanks to the authors of "RT Essentials" published by O'Reilly. This is also a good start for the fundamental basics for RT. The last 24-48 hrs has been an amazing learning experience. I feel as-if I can do Kung Fu now :) From my recent agenda of: 1. Create Random Ticket numbers. 2. Suppress "RT System Itself - Outgoing email recorded" 3. Customization of Auto ticket reply. 4. Assigning tickets / transferring to someone else (when not logged in as root) 5. 3rd Party CRM integration basics. 6. How to Customize the RT at a glance (Just added to my list for Oct 25, 2016) I have learned points #2, #3, #4. Can anyone here guide me to the proper direction to accomplish #1 (Generating random ticket number versus ascending ticket numbers), and guide me towards a fundamentally basic API example for 3rd Party CRM integration? The new things I've learned: 1. Creating Queues 2. Creating Memberships 3. Understanding Group Permissions 4. Taking ownership of a ticket 5. Assigning tickets to someone else 6. Basic Ticket operations (Open, Close, Delete, Forward, Stealing etc) I'm learning that RT is not only for managing Support Tickets, but it can also be used to followup on Sales leads etc (in the same manner as a support ticket is handled), but I have yet to understand how it can be used in Project Management. A combination of active / hands on learning is needed here, in parallel to passive learning. That's the hardest part because I'm not a very good passive learner (learning through reading). I'm anticipating my status updates on this learning curve will serve as an agenda for the new folks adapting RT. In the mean time, I will be reading Ken's "Request Tracker for Beginners" guide till I pass out. Thanks for welcoming me to the community. Cheers! Reza. On Mon, 24 Oct 2016 at 21:50 Reza <mailto:reza.toro...@gmail.com>> wrote: Greetings Folks: I successfully installed RT on a virtual machine and it has been a non-stop learning marathon for 12+ hrs non stop. If you are as new as me in RT, please reply to my message, and perhaps we can have a conference call (at my expense) to do some sort of study group session, so we can share knowledge. Its easiest to learn when there are friendly tutors. FYI, I have acquired the following knowledge the very hard way. 1. Setup / Installation. (The hardest part) 2. Creating Users 3. Creating Groups 4. Understanding Permissons 5. Enabling watchers 6. Configuring Fetch Mail with SSL option to a gmail account (for testing) 7. Configuring Sendmail / Exim and smart host 8. Purging / Shredding tickets What I would like to learn is: 1. Create Random Ticket numbers. 2. Suppress "RT System Itself - Outgoing email recorded" 3. Customization of Auto ticket reply. 4. Assigning tickets / transferring to someone else (when not logged in as root) 5. 3rd Party CRM integration basics. Thanks in advance to all the folks here, specially the creators of RT. Best, Reza. - 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] Greetings from a New RT user in Toronto.
Chris, Alex, Gentlemen:
Thank you for your generosity. Let me learn a little bit more and it
will give me the confidence to ask stupid questions. :) Anyone in here
would like to engage in a conference call type group study / chat,
please let me know. I have a VoIP server to which all of us could
connect to easily.
Thank you!
Reza.
Alex Hall wrote on 10/24/2016 5:16 PM:
Customizing email notifications as in #3 is done through the
templates. As root, or a super user, go to Admin > Templates > Select.
There you'll find a table with all the templates the system uses.
Admin > Scripts is where you can see which templates go to which
events. The wiki (rt-wiki.bestpractical.com
<http://rt-wiki.bestpractical.com>) has a couple helpful pages on
templates, such as
https://rt-wiki.bestpractical.com/wiki/TemplateSnippets
You grant users the right to transfer, own, take, and steal tickets.
RT likes you to use groups rather than granting rights on a
user-by-user basis. For instance, our system has five queues, and each
queue has a queue_staff and queue_users group. In the staff group for
each queue, we grant the rights I mentioned. This way, simply adding a
user to the staff group in their queue is enough to give them all the
rights they need.
As you may have found, rights are integral to not just what users can
do with tickets, but to which tickets and queues they can view at all.
Getting to know the rights system will help a lot.
On Mon, Oct 24, 2016 at 5:08 PM, Chris McClement
mailto:chri...@bosberaad.com>> wrote:
Hi Reza
Welcome to RT. We're a fairly new user of the product so have
recent experience of your learning curve!
We have a bit of a workaround in place for "2. Suppress "RT System
Itself...)" lines in the History. We simply hide the entries with
custom css. In Admin > Tools > Theme > Custom CSS (Advanced),
we've added:
div.transaction.Ticket-transaction.other {
display: none;
}
This hides all those RT System messages while leaving things like
actual message content/comments alone.
As far as "4. Assigning tickets..." goes, have you set any of your
users as "Privileged"? As far as I remember if you are logged in
as a privileged user you should be able to assign tickets to other
privileged users.
Regards
Chris
On Mon, 24 Oct 2016 at 21:50 Reza mailto:reza.toro...@gmail.com>> wrote:
Greetings Folks:
I successfully installed RT on a virtual machine and it has been a
non-stop learning marathon for 12+ hrs non stop. If you are
as new as
me in RT, please reply to my message, and perhaps we can have a
conference call (at my expense) to do some sort of study group
session,
so we can share knowledge.
Its easiest to learn when there are friendly tutors. FYI, I have
acquired the following knowledge the very hard way.
1. Setup / Installation. (The hardest part)
2. Creating Users
3. Creating Groups
4. Understanding Permissons
5. Enabling watchers
6. Configuring Fetch Mail with SSL option to a gmail account
(for testing)
7. Configuring Sendmail / Exim and smart host
8. Purging / Shredding tickets
What I would like to learn is:
1. Create Random Ticket numbers.
2. Suppress "RT System Itself - Outgoing email recorded"
3. Customization of Auto ticket reply.
4. Assigning tickets / transferring to someone else (when not
logged in
as root)
5. 3rd Party CRM integration basics.
Thanks in advance to all the folks here, specially the
creators of RT.
Best,
Reza.
-
RT 4.4 and RTIR training sessions, and a new workshop day!
https://bestpractical.com/training
<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
<https://bestpractical.com/training>
* Boston - October 24-26
* Los Angeles - Q1 2017
--
Alex Hall
Automatic Distributors, IT department
ah...@autodist.com <mailto:ah...@autodist.com>
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RT 4.4 and RTIR training sessions, and a new workshop day!
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[rt-users] Greetings from a New RT user in Toronto.
Greetings Folks: I successfully installed RT on a virtual machine and it has been a non-stop learning marathon for 12+ hrs non stop. If you are as new as me in RT, please reply to my message, and perhaps we can have a conference call (at my expense) to do some sort of study group session, so we can share knowledge. Its easiest to learn when there are friendly tutors. FYI, I have acquired the following knowledge the very hard way. 1. Setup / Installation. (The hardest part) 2. Creating Users 3. Creating Groups 4. Understanding Permissons 5. Enabling watchers 6. Configuring Fetch Mail with SSL option to a gmail account (for testing) 7. Configuring Sendmail / Exim and smart host 8. Purging / Shredding tickets What I would like to learn is: 1. Create Random Ticket numbers. 2. Suppress "RT System Itself - Outgoing email recorded" 3. Customization of Auto ticket reply. 4. Assigning tickets / transferring to someone else (when not logged in as root) 5. 3rd Party CRM integration basics. Thanks in advance to all the folks here, specially the creators of RT. Best, Reza. - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Boston - October 24-26 * Los Angeles - Q1 2017
