Re: [rt-users] Priority escalation question

Hi Mathew, If I understand what you're doing and what you want, your script is treating every ticket as being at least 1 day old, which is wrong when the ticket was created just a few hours earlier. Since you only run this thing once a day, you could check to see if a ticket is at least

[rt-users] Automatic Disclaimer -- Nevermind

Well, if there is a more elegant solution, Im open to it... but I realized that simple is usually best, and added the disclaimer as a signature file for the users. It's easy enough to just erase it from the later entries. Thanks, Ben ___

[rt-users] Automatic Disclaimer in initial comment on creation

Good day, I'm looking for a way to add a disclaimer and signature line to the initial comment of a newly-generated ticket. Something along the lines of MyCo is not responsible for data loss that may occur during service, customer is solely responsible for maintaining their own

[rt-users] Scrip help to replace requestor upon create

I am looking to do 1 of the following: 1. Have a scrip that removes the requestor on a specific queue if it matches X, X of course being a specific email address. 2. A SQL query that will accomplish the above that I could run from a cron job. I have a MySQL query I thought would work,

Re: [rt-users] user names appearing in comments dropdown

Jesse et al, Sorry to say, I again need write the list about something we noticed last week--namely, that the names of **disabled** users continue to appear in the Owner drop down one gets when Commenting on ticket. It appeared that the problem might have been due to the combination of 1)

Re: [rt-users] Selecting data directly from RT db

Gene LeDuc wrote: Hello Jose, Custom field values are associated with the ticket number. I did the magic with custom fields and some joins, but there's something bugging me now: where RT stores the information about the 'Requestor' of a ticket? []s core

RE: [rt-users] Selecting data directly from RT db

In the DB, Tickets.Creator should be the requestor. This is a reference to Users.id. -Sean -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of José de Paula Eufrásio Júnior Sent: Monday, June 18, 2007 3:40 PM To: RT-Users@lists.bestpractical.com Subject:

RE: [rt-users] Selecting data directly from RT db

At Monday 6/18/2007 03:47 PM, you wrote: In the DB, Tickets.Creator should be the requestor. This is a reference to Users.id. -Sean No, Creator is the person who created the ticket. If you create a ticket in the web interface and specify someone else as the requestor, you are the creator.

Re: [rt-users] Selecting data directly from RT db

Jeff Platter wrote: There should be a creator integer field on the tickets table. That integer associates with a user id for the requestor. Sometimes people from the helpdesk get a call and create the ticket, making the helpdesk person the creator. The strange thing is on RT interface the

[rt-users] More RT 4 (or can it be done in RT 3.6.3?)

I would like for my users to be able to chose settings like how often pages refresh or whether a reply or comment is the default on an individual basis. I like my RT page to update every 5 minutes but several of my developers would prefer to have that happen only when they hit the refresh

RE: [rt-users] Scrip help to replace requestor upon create

If anyone has an idea on this, essentially what I am doing now and accomplishes what I want is the same as Bulk Update in a ticket query, remove requestor. Its possible from the GUI so it has to be possible via scrip or SQL query via the API. Thanks, James -Original Message- From:

[rt-users] RE: Ticket Report We Use

Hi everyone, here is the simple report I mentioned. From: Helmuth Ramirez Sent: Thu 3/29/2007 5:25 PM To: rt-users@lists.bestpractical.com Subject: Ticket Report We Use Hi everyone, Management wanted a report to review the number of open/closed tickets on