On Fri 6.Feb'09 at 22:58:42 -0500, Stephen Cochran wrote:
>We recently upgraded to 3.8.1, and overall the interface is so much
>better!
>
>One comment we've received from our customer support group is that several
>navigation features are no longer available. When viewing a que
We recently upgraded to 3.8.1, and overall the interface is so much better!
One comment we've received from our customer support group is that several
navigation features are no longer available. When viewing a queue or search,
there used to be the following links/controls:
first
prev
Laura,
You could create a scrip that looks something like this:
Description: Validate Customer
Condition: On Resolve
Action: User-Defined
Custom Action Prep Code:
return 1;
Custom Action Cleanup Code:
my $ticket = $self->TicketObj;
if $ticket->FirstCustomFieldValue('Customer') ne '
Laura,
No. The Custom FIeld only follows a ticket into another Queue if the
same CF is applied to that new queue.
Kenn
LBNL
On 2/6/2009 2:25 PM, Laura Grella wrote:
> Thanks Kenn,
>
> But will this work if I want the field (customer) to follow from the soft
> dev queue(not ma
So I've updated the ShowStatusInColor page on the wiki to reflect how I have
implemented this in 3.8.2 The question that I have is this...
When replys are colorized in my list view, the way things are setup right now,
it is done based on who the last person to modify the ticket was
I hav
Thanks Kenn,
But will this work if I want the field (customer) to follow from the soft
dev queue(not mandatory) to the customer support queue(mandatory)?
Kenneth Crocker wrote:
>
> Laura,
>
>
> Although I hate redundancy and as an ex-DBA I have always believed 1
> field/1 name, I hav
Thanks Kenn,
But will this work if I want the field (customer) to follow from the soft
dev queue(not mandatory) to the customer support queue(mandatory)?
Kenneth Crocker wrote:
>
> Laura,
>
>
> Although I hate redundancy and as an ex-DBA I have always believed 1
> field/1 name, I hav
Thanks Kenn,
But will this work if I want the field (customer) to follow from the soft
dev queue(not mandatory) to the customer support queue(mandatory)?
Kenneth Crocker wrote:
>
> Laura,
>
>
> Although I hate redundancy and as an ex-DBA I have always believed 1
> field/1 name, I have
I thought of this, but the custom field is "Customer" and it is mandatory in
the customer support and account management queues, but I don't want it
mandatory in the Software Dev. queue but I want the data to flow from one
queue to the next, so if it is in the cust queue, it switches to the soft
d
Laura,
Although I hate redundancy and as an ex-DBA I have always believed 1
field/1 name, I have to agree with Todd :-). RT is not an accounting
system or parts system where everything has to be tidy, etc. In this
case, it's the same name for the same type of data. So, other than
doub
Macnlos wrote:
> Go to where you unzipped the source and read UPGRADING.mysql
> I've got the same issue and this is what seems to be the problem.
Thanks for the suggestion. I did more or less follow that guide, I
believe I didn't do the "make initialize-database" but created a
database, imported
Go to where you unzipped the source and read UPGRADING.mysql
I've got the same issue and this is what seems to be the problem.
CR
On Feb 6, 2009, at 3:20 PM, Jeroen van Aart wrote:
> Hello,
>
> I installed rt 3.8.2 from source on Debian Lenny, using mysql (Ver
> 14.12
> Distrib 5.0.51a, for deb
Hello,
I installed rt 3.8.2 from source on Debian Lenny, using mysql (Ver 14.12
Distrib 5.0.51a, for debian-linux-gnu (x86_64) using readline 5.2) and
an import from an rt 3.4.1 database of an rt install on Debian Etch. I
followed the proper guidelines and successfully installed it and it is
w
It would be easier to make two CFs with the same name. Make it mandatory in
one and apply it to 3 queues. The other gets applied to the fourth queue.
On Fri, Feb 6, 2009 at 4:30 PM, Laura Grella wrote:
>
> Thanks Kenn,
>
> It has been at least 6 months since I have done any scrip coding and was
>
This is a code example where I'm checking to see if a CustomField
called "Application" has a value in it. If it doesn't then the
cleanup code changes the status back to OPEN and add a comment to the
ticket stating it was missing a value.
The Custom Action code has to handle that an update
Thanks Kenn,
It has been at least 6 months since I have done any scrip coding and was
wondering if you had any sample code that would check the field and return 0
when empty? I'd really appreciate it.
Thanks,
Laura
Kenneth Crocker wrote:
>
> Laura,
>
> I'm only on 3.6.4 so my comment ma
Laura,
I'm only on 3.6.4 so my comment may be out of date. I don't think
that's possible in configuration. If a CF is set up to be mandatory,
then whenever it is applied to a queue, those tickets will require an
entry. What you can do is remove the "Mandatory" setting and then write
a
I'm been plugging away on this but no solution as of yet. Any thoughts?
CR
On Feb 4, 2009, at 2:27 PM, Macnlos wrote:
> I've got two RT systems; 1 production and 1 development instance.
> Each night I do a mysqldump of production and move it to development
> so I can work the latest version and
Is there a way to make a custom field mandatory in 3 queues, but not
mandatory in a 4th queue?
Thanks,
Laura
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To all,
I'm about to install the "CommandByEmail" extension and I am on 3.6.4.
I have a couple questions:
1) Can I use the latest version with 3.6.4?
2) When I go to Tools->Offline I see what appears to be a form for
creating a ticket. Is this the basic format to be use
Raed,
Are talking about being able to navigate to Custom Fields from
Configuration?
Kenn
LBNL
On 2/6/2009 9:03 AM, Raed El-Hames wrote:
> Hi;
>
> I am running (still) version 3.6.2 and noticed a while ago that the
> Tab(link) for custom fields is missing from both the Admin/Users and
dtbsky,
I'm not sure if you can stop them from seeing the drop-down without a
change to the basic RT code. However, you can "re-set" the owner to
"Nobody" with a "on-create" scrip. That will at least "undo" what they
did. Hope this helps.
Kenn
LBNL
On 2/6/2009 1:17 AM, d tbsky wrote
On Fri, Feb 06, 2009 at 10:27:03AM -0800, Jo Rhett wrote:
> I haven't seen even a suggestion of this in the documentation, but I
> figured I'd ask before assuming. Is there any ability for a person to
> become 'offline' for a bit?
>
> Motive: a person is set up to be a Watcher of dozens o
I haven't seen even a suggestion of this in the documentation, but I
figured I'd ask before assuming. Is there any ability for a person to
become 'offline' for a bit?
Motive: a person is set up to be a Watcher of dozens of tickets and/
or queues. Person goes on vacation and doesn't want al
Hello,
We are trying the approach of making a local SelectStatus element, so
that it filters which statuses to display in the dropdown box on the
basis of the current one:
[...]
%foreach my $status (@status) {
%next if ($SkipDeleted && $status eq 'deleted');
==> example conditions:
%next if (($D
Hi;
I am running (still) version 3.6.2 and noticed a while ago that the
Tab(link) for custom fields is missing from both the Admin/Users and
Admin/Groups ?
And added the link to appropriate Admin/Element/xTabs
Today I was browsing a 3.8 demo on
http://rt.easter-eggs.org/demos/stable , and noti
On Fri, Feb 06, 2009 at 07:44:25AM -0600, Kenneth Marshall wrote:
> On Fri, Feb 06, 2009 at 11:01:31AM +0100, Rafael Martinez wrote:
> > Kenneth Marshall wrote:
> > > On Sun, Feb 01, 2009 at 09:41:42PM -0600, Kenneth Marshall wrote:
> > >>> I just updated the PostgreSQLFullText pages on the wiki wi
On Fri, Feb 06, 2009 at 11:01:31AM +0100, Rafael Martinez wrote:
> Kenneth Marshall wrote:
> > On Sun, Feb 01, 2009 at 09:41:42PM -0600, Kenneth Marshall wrote:
> >>> I just updated the PostgreSQLFullText pages on the wiki with
> >>> the triggers to keep the parsed document columns updated whenever
Rob Munsch wrote:
> On Thu, Feb 5, 2009 at 3:54 PM, Kenneth Crocker wrote:
>
>> Jim,
>>
>>I'mnot sure, but I think you have to remove that particular entry from
>> the ATTRIBUTES Table for each user that has selected the feature on
>> their home page (3.6+). Also, you need to remove it
Hi All,
Is there a way in RT to disallow tickets from being assigned to a
specific user?
Bash
bashir jahed
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Kenneth Marshall wrote:
> On Sun, Feb 01, 2009 at 09:41:42PM -0600, Kenneth Marshall wrote:
>>> I just updated the PostgreSQLFullText pages on the wiki with
>>> the triggers to keep the parsed document columns updated whenever
>>> there is a change to the dependent columns.
>>>
Hello Kenneth
Firs
Hello Andrea!
We bought the book, it is not the ultimative guide
to set up a working ticket infrastructure.
But it gives you some ideas how RT works, some
nice examples. And it costs 30 bucks, and if it saves
you 1 hour it is a good buy.
The difference between 3.6 and 3.8 are marginal
It is more
hi:
i have a queue which has rights below for user-group:
CreateTicket
SeeQueue
ShowTicket
and there is admin-group which has all the rights for the queue.
when user creates a ticket, he can use the "owner" drop down list
to see the admin-group users and assign owner. i don't w
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