[rt-users] Cannot remove reminders
Similar to what was reported at http://www.gossamer-threads.com/lists/rt/users/58544?search_string=reminders;#58544 , I cannot remove specific Reminders from the RT at a glance section. I do not want to remove all reminders, just specific reminders. Most reminders can correctly be removed by going to the ticket and checking the reminder box, then hitting Save. However I have a handful of reminders that are showing in RT at a glance, but when I navigate to the ticket no reminder is shown. Thanks, Sarah Pomerantz [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] Cannot remove reminders
On Jan 29, 2008, at 11:42 AM, Jeff Voskamp wrote: The ticket has changed queues. Delete the queue part of the query generated in Collection in RT/Reminders.pm. jeff Perfect. I don't have full access to the code, but was able to use the UI to achieve this - just switched the ticket back to the old queue, completed the reminder as usual, then moved the ticket back to the new queue. I'll try to remember to complete reminders before changing queues to avoid this problem in the future. Thanks, Sarah Pomerantz [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] Override global scrip on ticket-by-ticket basis?
My goal is to have a switch on the Resolve screen so a user can select whether or not the Resolved template is sent. Currently I have a global scrip Resolve: On Resolve Notify Requestors and Ccs with template Resolved I see that you can write custom conditions for scrips (http://wiki.bestpractical.com/view/WriteCustomCondition , http://www.gossamer-threads.com/lists/rt/users/12350?do=post_view_threaded ). However these would not account for the case-by-case nature of this situation. I want to be able to skip the global scrip Resolve on a ticket-by-ticket basis, not queue by queue. Is this possible, ideally through a UI option on the Resolve screen? Thanks, Sarah Pomerantz [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] Global scrip modification - action failing
Hello, We want to configure the RT notification system so that any comments on a ticket are emailed to the owner of the ticket. To do this, we modified the default scrip #8 (On Comment Notify Admin CCs as Comment with template Admin Comment). Now the settings for this scrip are: Description: Owner Comment Notification Condition: On Comment Action: Notify Owner Template: Global template: Admin Comment Stage: Transaction Create However, I have commented on existing and new tickets (some owned by me, some owned by others) and no notification was generated. I have granted all rights to the role Owner Globally. I have also made sure that the UserId of the Owner is Privileged. Furthermore, when I use the RT interface to Comment on a ticket, I do not see the appropriate This message will be sent to... On Comment Notify Owner with template Admin Comment notification setting. The only scrip listed under This message will be sent to... is the default scrip #9, On Comment Notify Other Recipients as Comment with template Correspondence. We are using RT 3.6.3. I am a relatively new RT user so please advise if I have overlooked a resource in trying to troubleshoot this issue. I have already looked through the O'Reilly RT Essentials book, as well as the RT Wiki and the rt-user mailing list archive. Thank you, Sarah Pomerantz [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] Global scrip modification - action failing
Hello, We want to configure the RT notification system so that any comments on a ticket are emailed to the owner of the ticket. To do this, we modified the default scrip #8 (On Comment Notify Admin CCs as Comment with template Admin Comment). Now the settings for this scrip are: Description: Owner Comment Notification Condition: On Comment Action: Notify Owner Template: Global template: Admin Comment Stage: Transaction Create However, I have commented on existing and new tickets (some owned by me, some owned by others) and no notification was generated. Furthermore, when I use the RT interface to Comment on a ticket, I do not see the appropriate This message will be sent to... On Comment Notify Owner with template Admin Comment notification setting. The only scrip listed under This message will be sent to... is the default scrip #9, On Comment Notify Other Recipients as Comment with template Correspondence. We are using RT 3.6.3. I am a relatively new RT user so please advise if I have overlooked a resource in trying to troubleshoot this issue. I have already looked through the O'Reilly RT Essentials book, as well as the RT Wiki and the rt-user mailing list archive. Thank you, Sarah Pomerantz [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] AutoreplyToRequestors scrip behavior
From the log file:
[error]: Template parsing error: Can't locate object method Config
via package RT at template line 4.
[error]: Template parsing error: Can't locate object method Config
via package RT at template line 11.
[error]: Template parsing error: Can't locate object method Config
via package RT at template line 12.
I am using the following Autoreply Template used in the
AutoreplyToRequestors scrip. AFAIK, this is the default template. Not
sure how to troubleshoot from here. Thank you.
_
Subject: AutoReply: {$Ticket-Subject}
Greetings,
This message has been automatically generated in response to the
creation of a trouble ticket regarding:
{$Ticket-Subject()},
a summary of which appears below.
There is no need to reply to this message right now. Your ticket has
been
assigned an ID of [{RT-Config-Get('rtname')} #{$Ticket-id()}].
Please include the string:
[{RT-Config-Get('rtname')} #{$Ticket-id}]
in the subject line of all future correspondence about this issue. To
do so,
you may reply to this message.
Thank you,
{$Ticket-QueueObj-CorrespondAddress()}
-
{$Transaction-Content()}
Sarah Pomerantz
[EMAIL PROTECTED]
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[rt-users] AutoreplyToRequestors scrip behavior
When a requestor sends in an email to create a ticket, the ticket is created successfully in the appropriate queue. Further correspondence on that ticket is successfully emailed to the appropriate contacts. However, when the ticket is created, no email is ever sent back to the requestor. I have the global scrip OnCreate AutoreplyToRequestors active. Also, the ticket history does show emails sent as a result of correspondence on the ticket, but does not show emails sent through the Autoreply scrip. This makes me think that the emails are not being generated in the first place, rather than failing to be delivered to the appropriate parties. I've checked the mailing list archive and found a similar problem was reported in the past - another user recommended: Look at the Logging options within config.pm, and see if you can get some debugging info sent to the logfile. I have a log file which I can post to the rt-users list, if that would be helpful. I am using RT 3.6.3. Please advise how to troubleshoot this, I'm quite new to the RT system so may have overlooked something simple in the configuration. Thank you. ___ Sarah Pomerantz [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] Query Builder Display Columns
Running RT 3.6.3, recently installed. I am assisting our IT department in the configuration. Using the web interface, I have created a custom query so that users can view tickets with recent activity on the at a glance page. Owner = '__CurrentUser__' AND ( Status = 'new' OR Status = 'open' ) 'a__id__/a/TITLE:#', 'a__Subject__/a/TITLE:Subject', '__LastUpdated__', '__Priority__', '__QueueName__', '__ExtendedStatus__' One problem is that the id and Subject fields are not displaying as links. The tickets listed on the at a glance page under this custom query are not clickable text. Please advise how I can modify the query so that the id and Subject fields are links to display the appropriate ticket (not take the ticket). I also would like to know how to modify the Order by: settings at the global level. I am able to modify my own preferences so that the results are ordered by LastUpdated Desc. However I haven't been able to figure out how to save that setting as part of the RT System's saved search. Please let me know if there is any other information I can provide. I have already checked the RT Essentials O'Reilly book for info on creating custom queries, as well as the rt-users mailing list archive. If I have overlooked a solution from one of these resources, please let me know. Thank you very much. Sarah Pomerantz [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
