Hi Tom,
I'm not sure if it works but try to assign SeeQueue to privileged and
SeeTicket for requestors and owners.
Ben
Tom Smith schrieb:
Hi All,
I'm trying to configure permissions in RT so that everyone can see
every queue but only see those tickets that they are listed as
When a user creates a ticket by sending an email with an address cc'd,
the cc'd addressee is not added to the ticket. Is this by design? Is
there a way for RT to read the cc'd data and add data to the appropriate
fields?
Best regards,
Mario A. Leal, Jr.
Senior Systems Analyst
Basically I am transitioning from handling tickets via email (yuck) to RT
(yeah!). It is going to take my customers a while to start defaulting to
RT. So for the next month I'd like to be able to enter tickets on their
behalf.
I've searched through the Wiki, Google and mailing list archives
Aaron,
If your mail client has the ability to bounce a message to
the RT E-mail address, it will create the ticket as if the
customer had mailed the ticket to RT. That is certainly the
easiest process.
Cheers,
Ken
On Fri, Jun 06, 2008 at 08:15:32AM -0700, Aaron Herskowitz wrote:
Basically I am
Hi Mario,
For ticket creation, you need to look at:
http://wiki.bestpractical.com/view/ParseNewMessageForTicketCcs
For followup correspondences, I do this here with a Scrip that I wrote
for our RT server, see:
http://wiki.bestpractical.com/view/AddWatchersOnCorrespond
If this is what you need
Tom,
Try this:
Privileged; CreateSavedSearch, EditSavedSearch, LoadSavedSearch,
ModifySelf, ShowSavedSearch, SeeQueue, ReplyToTicket.
Owner: CommentOnTicket, CreateTicket, ModifyCustomField, ModifyTicket,
SeeCustomField, ShowOutgoingEmail, ShowTicket,
Jesse,
That's great news! I've finally convinced ALL my managers that RT is
WAY better than anything out there and now am planning to convert
another (very large) system over to RT. I just pulled 3.6.6 over but I
think I will wait for 3.8. It definitely sounds worth waiting for.
Thank you for the response Ben.
I did try that but it didn't work--the users were unable to see any
queues on the RT at a glance page.
On Jun 6, 2008, at 12:19 AM, Benjamin Weser wrote:
Hi Tom,
I'm not sure if it works but try to assign SeeQueue to privileged
and SeeTicket for
A few quick thoughts:
- The layout is a big improvement on the default 3.5/3.6.
- You might want to run it through IE, there are a few minor
alignment issues (IE 7). Looks fine in Firefox 2.0 Opera 9.27.
- It would be nice to have visual cues for links - on the ticket page
in particular,
On Jun 6, 2008, at 12:25 PM, Stephen Turner wrote:
A few quick thoughts:
- The layout is a big improvement on the default 3.5/3.6.
Thanks!
- You might want to run it through IE, there are a few minor
alignment issues (IE 7). Looks fine in Firefox 2.0 Opera 9.27.
We've done some IE
As Stephen said: the UI is a significant improvement aesthetically.
A few suggestions:
* Text size shouldn't vary between columns with similar contents.
Actually, this seems to be a bug: the id column in 10 highest priority
tickets I own is actually showing Status.
* There is some optical
I want to be able to reply from RT to users trying to create tickets via
email and tell them they have to use the web interface to create tickets
and I don't want the ticket to be created. I do however want all of the
email functionality to work once a ticket is created since most of the
time we
William,
Why not have the email sent to a queue that has a separate reply scrip
that uses a template that includes your instructions along with a link
to the main RT web page for them to use to enter their ticket. Or maybe
configure an autoresponder in aliases that will send your boiler plate
On Fri, Jun 06, 2008 at 03:22:26PM -0400, Aaron D. Ball wrote:
As Stephen said: the UI is a significant improvement aesthetically.
A few suggestions:
* Text size shouldn't vary between columns with similar contents.
Actually, this seems to be a bug: the id column in 10 highest
I had the same requirements as you do, and after some tries I ended up
finding a solution that isn't perfect but at least works for me.
Just put an invalid queue in the rt-mailgate argument, and RT will still
match the correct ticket by the subject if it receives a ticket reply,
but if it tries
First, Thank you to everyone who responded to my last question-Greatly
appreciated!!
I am authenticating my users via Active Directory. Because of this, I
have no need for the preferences menu for users using the self service
portal. I don't want users to think they are changing their
On Jun 6, 2008, at 4:28 PM, Leal, Mario A. wrote:
First, Thank you to everyone who responded to my last question—
Greatly appreciated!!
I am authenticating my users via Active Directory. Because of this,
I have no need for the preferences menu for users using the self
service portal.
Hello,
So, my boss stepped in and loves the test implementation of RT. Looks
like he'd want to use it. However, he doesn't like the lite reporting
features.
I was perusing the list for reporting packages and it seems statistics3
is no longer in full development.
What is everyone doing
Mario,
We just download the query results into excel and dress up that to look
nice and viola' (ha';-) You can sort an highlight and do all you want in
excel. Everybody can get what they want.
Kenn
LBNL
On 6/6/2008 2:53 PM, Leal, Mario A. wrote:
Hello,
So, my boss stepped in and
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