[rt-users] Tracking requestors by type?
Hi, I have a feeling I know the answer to this already, but thought I would ask around a bit. We have a bunch of people who e-mail into RT for support. We'd like to be able to query and report on three different kinds of users - basically students, staff and teachers. We can accept doing the latter two and assuming everyone else is a student. Is it possible to edit the users who just e-mail in so that we can tag them as something the first time they e-mail in? I was thinking custom field, but I cannot figure out how to do that with all the users without a formal account in RT. Otherwise, we will be creating accounts for the teachers and staff and tagging them. Any help or pointers would be appreciated... ___ 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] Tracking requestors by type?
If you allow Tickets to be created in a queue by "Everyone", an unprivileged user account is created when RT receives an email from a new user, hence you should be able to use custom fields. Taan Bill wrote: Hi, I have a feeling I know the answer to this already, but thought I would ask around a bit. We have a bunch of people who e-mail into RT for support. We'd like to be able to query and report on three different kinds of users - basically students, staff and teachers. We can accept doing the latter two and assuming everyone else is a student. Is it possible to edit the users who just e-mail in so that we can tag them as something the first time they e-mail in? I was thinking custom field, but I cannot figure out how to do that with all the users without a formal account in RT. Otherwise, we will be creating accounts for the teachers and staff and tagging them. Any help or pointers would be appreciated... ___ 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] Tracking requestors by type?
Okay, I am doing something wrong then... I cannot get the user custom fields to display. I thought it was just with the unpriv users, but it does not display for the others either. I've restarted apache Insured rights to view, set, etc on the field... Nobody can see the field Nothing helps. It's something stupid I am missing right? RT 3.6.1 On Tue, 12 Dec 2006 09:46:27 +1100 taan <[EMAIL PROTECTED]> spake: > If you allow Tickets to be created in a queue by "Everyone", an > unprivileged user account is created when RT receives an email from a > new user, hence you should be able to use custom fields. > > Taan > > > Bill wrote: > > Hi, > > > > I have a feeling I know the answer to this already, but thought I > > would ask around a bit. > > > > We have a bunch of people who e-mail into RT for support. We'd like > > to be able to query and report on three different kinds of users - > > basically students, staff and teachers. We can accept doing the > > latter two and assuming everyone else is a student. > > > > Is it possible to edit the users who just e-mail in so that we can > > tag them as something the first time they e-mail in? I was thinking > > custom field, but I cannot figure out how to do that with all the > > users without a formal account in RT. > > > > Otherwise, we will be creating accounts for the teachers and staff > > and tagging them. > > > > Any help or pointers would be appreciated... > ___ > 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 ___ 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] Tracking requestors by type?
You need to go to "Configuration-Global-Custom Fields-Users to enable a custom field for Users Taan Bill wrote: Okay, I am doing something wrong then... I cannot get the user custom fields to display. I thought it was just with the unpriv users, but it does not display for the others either. I've restarted apache Insured rights to view, set, etc on the field... Nobody can see the field Nothing helps. It's something stupid I am missing right? RT 3.6.1 ___ 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] Tracking requestors by type?
Yeah, I had done that... the enabled check box is even checked, and I added rights to view it for everyone (will be removed later when I get it working) Is there anything else that needs to be done Thanks! On Tue, 12 Dec 2006 16:53:32 +1100 taan <[EMAIL PROTECTED]> spake: > You need to go to "Configuration-Global-Custom Fields-Users to enable a > custom field for Users > > Taan > > Bill wrote: > > Okay, I am doing something wrong then... I cannot get the user custom > > fields to display. I thought it was just with the unpriv users, but it > > does not display for the others either. > > > > I've restarted apache > > Insured rights to view, set, etc on the field... Nobody can see the > > field > > > > Nothing helps. It's something stupid I am missing right? > > > > RT 3.6.1 > ___ > 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 ___ 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] Tracking requestors by type?
Bill;
The problem is with /opt/rt3/share/html/Admin/Elements/UserTabs its
missing the Custom Field link
add the below to html/Admin/Elements/UserTabs
CustomFields => { title => loc('Custom Fields'),
path => "Admin/Users/CustomFields.html?id=".$id
}
within the subtabs {
}
Roy
Bill wrote:
Yeah, I had done that... the enabled check box is even checked, and I
added rights to view it for everyone (will be removed later when I get
it working)
Is there anything else that needs to be done
Thanks!
On Tue, 12 Dec 2006 16:53:32 +1100
taan <[EMAIL PROTECTED]> spake:
You need to go to "Configuration-Global-Custom Fields-Users to enable a
custom field for Users
Taan
Bill wrote:
Okay, I am doing something wrong then... I cannot get the user custom
fields to display. I thought it was just with the unpriv users, but it
does not display for the others either.
I've restarted apache
Insured rights to view, set, etc on the field... Nobody can see the
field
Nothing helps. It's something stupid I am missing right?
RT 3.6.1
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Re: [rt-users] Tracking requestors by type?
Damnit, I knew I was missing something obvious! :)
Thanks Roy!
On Tue, 12 Dec 2006 14:30:07 +
Roy El-Hames <[EMAIL PROTECTED]> wrote:
> Bill;
> The problem is with /opt/rt3/share/html/Admin/Elements/UserTabs its
> missing the Custom Field link
> add the below to html/Admin/Elements/UserTabs
> CustomFields => { title => loc('Custom Fields'),
> path => "Admin/Users/CustomFields.html?id=".$id
>}
> within the subtabs {
> }
>
> Roy
>
> Bill wrote:
> > Yeah, I had done that... the enabled check box is even checked, and I
> > added rights to view it for everyone (will be removed later when I get
> > it working)
> >
> > Is there anything else that needs to be done
> >
> > Thanks!
> >
> >
> > On Tue, 12 Dec 2006 16:53:32 +1100
> > taan <[EMAIL PROTECTED]> spake:
> >
> >
> >> You need to go to "Configuration-Global-Custom Fields-Users to enable a
> >> custom field for Users
> >>
> >> Taan
> >>
> >> Bill wrote:
> >>
> >>> Okay, I am doing something wrong then... I cannot get the user custom
> >>> fields to display. I thought it was just with the unpriv users, but it
> >>> does not display for the others either.
> >>>
> >>> I've restarted apache
> >>> Insured rights to view, set, etc on the field... Nobody can see the
> >>> field
> >>>
> >>> Nothing helps. It's something stupid I am missing right?
> >>>
> >>> RT 3.6.1
> >>>
> >> ___
> >> 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
> >>
> > ___
> > 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
> >
> >
>
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