[rt-users] "Editable Text" sends blank e-mails to every ticket requestor?
We just had a user pull a search of 100+ tickets, go to Editable Text then realize he was on the wrong screen and for unknown reasons click "Upload" to get off the screen. This pushed changes onto all the tickets, and sent an e-mail to every ticket requestor with no content. BURP. Um, not so good. Honestly I would consider this a bug, even though it was Stupid User Action. In the short term, can I disable this function without hacking the page source? (I've already done that, I'd prefer to undo that and Do It Right if possible) -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] "Editable Text" sends blank e-mails to every ticket requestor?
Ping? This is a fairly significant issue. Even more significant because the user had no special rights -- just enough to read and reply to tickets in one queue. On Mar 3, 2009, at 6:45 PM, Jo Rhett wrote: > We just had a user pull a search of 100+ tickets, go to Editable Text > then realize he was on the wrong screen and for unknown reasons click > "Upload" to get off the screen. This pushed changes onto all the > tickets, and sent an e-mail to every ticket requestor with no content. > > BURP. > > Um, not so good. Honestly I would consider this a bug, even though it > was Stupid User Action. > > In the short term, can I disable this function without hacking the > page source? (I've already done that, I'd prefer to undo that and Do > It Right if possible) > > -- > Jo Rhett > Net Consonance : consonant endings by net philanthropy, open source > and other randomness > > > ___ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sa...@bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] "Editable Text" sends blank e-mails to every ticket requestor?
On Wed 4.Mar'09 at 10:54:04 -0800, Jo Rhett wrote: > Ping? This is a fairly significant issue. Even more significant > because the user had no special rights -- just enough to read and > reply to tickets in one queue. Would you also like to remove access to bulk update? > > On Mar 3, 2009, at 6:45 PM, Jo Rhett wrote: > > We just had a user pull a search of 100+ tickets, go to Editable Text > > then realize he was on the wrong screen and for unknown reasons click > > "Upload" to get off the screen. This pushed changes onto all the > > tickets, and sent an e-mail to every ticket requestor with no content. > > > > BURP. > > > > Um, not so good. Honestly I would consider this a bug, even though it > > was Stupid User Action. > > > > In the short term, can I disable this function without hacking the > > page source? (I've already done that, I'd prefer to undo that and Do > > It Right if possible) > > > > -- > > Jo Rhett > > Net Consonance : consonant endings by net philanthropy, open source > > and other randomness > > > > > > ___ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sa...@bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > -- > Jo Rhett > Net Consonance : consonant endings by net philanthropy, open source > and other randomness > > > ___ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sa...@bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] "Editable Text" sends blank e-mails to every ticket requestor?
> On Mar 3, 2009, at 6:45 PM, Jo Rhett wrote: >> We just had a user pull a search of 100+ tickets, go to Editable Text >> then realize he was on the wrong screen and for unknown reasons click >> "Upload" to get off the screen. This pushed changes onto all the >> tickets, and sent an e-mail to every ticket requestor with no >> content. >> >>BURP. >> >> Um, not so good. Honestly I would consider this a bug, even though >> it >> was Stupid User Action. >> >> In the short term, can I disable this function without hacking the >> page source? (I've already done that, I'd prefer to undo that and Do >> It Right if possible) On Mar 4, 2009, at 10:57 AM, Jesse Vincent wrote: > Would you also like to remove access to bulk update? If the same right controls both then yes, I wouldn't mind disabling that right. What concerns me is the visibility of this function: 1. It's near the iCal link and various other links that are non- destructive in nature 2. It really doesn't warn you about what you are doing. The person who made the mistake wasn't a total idiot. It wasn't his brightest moment, but if there had been anything on the page warning him about what he was doing he wouldn't have done it. Honestly, I'd recommend the following changes: 1. Rename it something other than a friendly sounding "Editable Text". I think he thought he was editing text to be stored with the search criteria. "Bulk Upload" comes to mind, etc and such forth. 2. Put a "Cancel" button on the page (or something else which matches the UI in theme) 3. Detect "no action" and do nothing. 4. (perhaps the same as #3) output the example to be downloaded and the area to upload the changes as distinct. Force the user to actually copy from one area and paste into the other to affect a lot of tickets. 5. Put a warning on the page and/or as an alert onClick= that tells people they are about to affect the status of every ticket listed in the area. 6. Make a unique Right/Permission which controls if this function is available. -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
