Re: [rt-users] What criteria do you use when deciding the number of instances of RT?

Hi; We use one instance for 40 or so departments across 5 different sites in 2 countries ..based on queue/s per department Worked well for the past 4 years. With the right permissions , the look and feel as if it were different instances.with the added bonus tickets can be shipped between

[rt-users] assigning ticket to another owner

Hi I would like to assign a ticket to another Owner/user, but only myself and Nobody appear in the owner drop down list, and there are quite a few others in the group that have permissions on this queue. Am I missing a permission here? Thanks, T. ___

Re: [rt-users] So confused on group and user rights?

They can't see the queue in the list because they don't have SeeQueue rights. Jake Conk wrote: Hello, So I'm struggling trying to figure out user and group permissions. I was told that all users need the right Let this user be granted rights so that they can create tickets but when I give a

Re: [rt-users] What criteria do you use when deciding the number of instances of RT?

I have had to think about this a lot. Maintaining one RT with customizations for lots of different groups can be challenging. Maintaining multiple RT instances and trying to keep some customizations in sync across those instances can also be a bit of a pain. So what it comes down to for me is

Re: [rt-users] What criteria do you use when deciding the number of instances of RT?

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[rt-users] changing the titlebar_commands (reply/comment...)

Hi, [RT 3.6.3 on FreeBSD 6.2 perl 5.8.8] I had what seemed to me a simple problem to solve in RT. We regularly receive spam and sometimes well, some gets through. I need to followup on those spam and make sure those guys get beaten on the head properly. For this I need the original email. I

Re: [rt-users] What criteria do you use when deciding the number of instances of RT?

To all, I work in the IT division and we only have one instance and it is used primarily for keeping track of requests for maintenance, custom work, etc. for our many (over 50 queues) software applications. I have developed an approval (ticket review and prioritization) and QA (Acceptance

[rt-users] Wiki parsing best practices

I've seen few things about changing the parser that RT uses to display the correspondance. I now know how to perform little hacks in the ShowMessageStanza callback. Instead of rewriting a full parser for myself, I figured I could use an existing. Since we're using Wiki extensively, I figured an

Re: [rt-users] What criteria do you use when deciding the number of instances of RT?

Here at Koumbit.org we've setup an extra RT instance for a fellow organisation/partner that needed the resources. It's a seperate instance because I didn't feel confortable giving them user access to our RT. I would never consider deploying *another* RT for ourselves, too much trouble. Seems to

[rt-users] Ticket History

I migrated from 3.0.12 to 3.6.4, using select and insert statements in a MySQL utility. I was able to login in and view tickets but it doesn't show its history. Does anyone know if there is another step? Thanks, Bill ___

[rt-users] How can I change the default Owner for a new Reminder to the CurrentUser?

In the Reminders block of a displayed ticket, for a New Reminder I'd like the default select for Owner to be the name of the CurrentUser rather than [ - ]. Generally our users want to set reminders for themselves and it saves a data entry step if the selected Owner defaults the the logged in

Re: [rt-users] assigning ticket to another owner

Tom, It really depends on what rights you have given the group. The following is what I do: Configuration-Global-Group Rights: System Groups; Everyone - None Privileged - CreateSavedSearch EditSavedSearch

Re: [rt-users] A few beginner work flow questions and suggestions

Thanks Jan for your help. After messing around with this system for a few days and not being able to figure it out I don't think its right for me. This is way too overly complex just for a ticket management system in my opinion and I'm moving to something more simple. I found something called OTRS

Re: [rt-users] So confused on group and user rights?

Benjamin, Thanks, I'm glad I'm not the only one feeling confused about rights in RT :) After a little fiddling around I notice I wasn't seeing my own tickets created because an admin had to go and assign the person who wrote the ticket as the owner of the ticket then they appeared in my

[rt-users] Can't locate object method seek via package

Dear members, RT was running fine on a RH linux box until I found the new tickets were not delivered to the RT db via email. I turn on the log in side .procmailrc and below is the error message in the .procmail.log. Any idea? The RT server which handled your email did not behave as expected.

[rt-users] Exporting request contents

Hi, We are using RT 3.2.3 on Red Hat 9. We would like export the existing data in a text or excel file. To do this, we have tried using the Query builder. We are able to export the data but we could not find the field to export ticket history ( ie. communication captured during the life cycle of

[rt-users] Remove rt user

Hi, how is possible from script, line command or perl to remove a Rt user ? Thanks a lot for all help ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL

Re: [rt-users] Remove rt user

Get the Shredder at http://wiki.bestpractical.com/view/Extensions. This will work just fine. alex schrieb: Hi, how is possible from script, line command or perl to remove a Rt user ? Thanks a lot for all help ___