hello everyone,
using RT 3.8.2 with RTFM 2.4.0
as mentioned in the subject, i wonder if it's possible to have a default
autoreply on ticket creation, _unless_ there is an autoreply defined in
the queue.
any hint greatly appreciated,
greetings
bernhard
__
I am daring to question Ruslan's answer, but what is the point of
creating new ticket ? might as well re-resolve the original one ..
for few years I been trying to find a solution to this and there is n't
one, you do n't want to ignore new correspondence to resolved tickets
because it might be i
With forking into new ticket point is slightly different. People often
find old ticket to open a new one, so you either have to fork manually
or deal with thank you.
Up to you to decide what to use to deal with thanks, re-opens with
different problems and legal re-opens. Forking is an alternative.
On Thu, Apr 30, 2009 at 7:24 AM, erik tapang wrote:
> i've setup RT 3.8.2 on RHEL5.3 u3 64-bit and the setup is working fine. just
> needed some help/tips on "minor" issues.
>
> 1. {$Transaction->CreatedAsString} and {$Ticket->Created}
> use different timezones. the latter is 8-hours behind.
>
>
I found your ticket in rt3.fsck.com and attached it to 3.8.4 release.
On Tue, Apr 28, 2009 at 2:37 PM, Kristian Davies
wrote:
> There seems to be an odd issue this this.
>
> Create two tickets, 1001 and 1002.
> Add "Depends on: 1001" to 1002.
> Search for them both. and click "Editable Text"
>
>
re
On Thu, 2009-04-30 at 09:21 +0200, Bernhard Hansbauer wrote:
> using RT 3.8.2 with RTFM 2.4.0
> as mentioned in the subject, i wonder if it's possible to have a
> default autoreply on ticket creation, _unless_ there is an autoreply
> defined in the queue. any hint greatly appreciated,
Delete
Hi all.
I want to do a query with ObjectCustomFieldValues and Tickets.
The different queries run separately, but I don't know how I must
link them.
The queries are next:
1) select id,CustomField,Content from ObjectCustomFieldValues
where CustomField=2;
2) Select q.Name, count(t.id), Status from
re
On Tue, 2009-04-28 at 14:06 +0200, Andraz Sraka wrote:
> I'm trying to have some custom scripts / set of rules when and how do I
> notify owners, AdminsCC etc. I am creating new 'queue' for
> Helpdesk/Support and one of the rules must be, that when ticket is
> created, based on Queue AdminCC m
Global template 'Autoreply' template is default. Define 'Autoreply'
template in a queue and you'll have custom. Read
http://wiki.bestpractical.com/view/Template .
On Thu, Apr 30, 2009 at 11:21 AM, Bernhard Hansbauer
wrote:
>
> hello everyone,
>
> using RT 3.8.2 with RTFM 2.4.0
> as mentioned in t
Into rights I think and debug logs.
On Tue, Apr 28, 2009 at 6:56 PM, Glen Galvin wrote:
> Recently I switched my RT install to the Redhat (EL5) RPM distributed
> version (3.6.7). Versions matched and everything went smooth with one
> exception. My Owner drop boxes no longer populate with names
Hi all,
I do not find the answer, perhaps that somebody to help me ?
By searching for tickets with an order of sorting on the queue,
it seems that the sorting is done on the queue.id.
How to make to have an order of sorting on queue.name
Thanks for your help
Horst
___
Hi,
Does someone know the "RECORDS" table?? If I write "show tables"
in MySQL, this table doesn't exist. Any idea??
Best regards,
ALBERTO VILLANUEVA DEL VAL
Consultor
Altran Technologies
ParqueEmpresarial Las Mercedes, Edificio 1
C/ Campezo, 1. 2802
There is no "records" table in RT's DB.
On Thu, Apr 30, 2009 at 5:29 PM, Alberto Villanueva
wrote:
> Hi,
>
> Does someone know the "RECORDS" table?? If I write "show tables"
> in MySQL, this table doesn't exist. Any idea??
>
> Best regards,
>
> ALBERTO VILLANUEVA DEL VAL
> Consultor
> ___
Then, how do I link Tickets to CustomFields?? :-( :-(
Thanks a lot!
Best regards,
ALBERTO VILLANUEVA DEL VAL
Consultor
Altran Technologies
ParqueEmpresarial Las Mercedes, Edificio 1
C/ Campezo, 1. 28022 Madrid
Tel: + 34 91 744 46 00 - Ext: 2205
Fax:
Regardless of whether ticket has been taken or not, I -- as a
superuser -- cannot change the owner to anyone other than myself or
Nobody.
___
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
Community help: http://wiki.bestpractical.com
C
mysql> desc ObjectCustomFieldValues;
ObjectId is Tickets.Id if ObjectType = 'RT::Ticket';
CustomField is CustomFields.Id
I did see your earlier question, though I am not sure what you are
trying to do, using perl and RT api will make your life much easier ?
Regards;
Roy
Alberto Villanueva wro
Kenneth Marshall wrote:
> On Wed, Apr 29, 2009 at 11:18:03AM -0700, Tom Lahti wrote:
>
>> RT doesn't monitor anything, so it doesn't really have the necessary data to
>> create availability reports. Xymon's web site is
>> http://hobbitmon.sourceforge.net/ (it still says hobbit monitor all ov
Hi!
> mysql> desc ObjectCustomFieldValues;
Before, this already did it :-) but I didn't understand
ObjectType.
>
> ObjectId is Tickets.Id if ObjectType = 'RT::Ticket';
> CustomField is CustomFields.Id
I understood it, but within ObjectType = 'RT::Ticket'. I think
this is the most important :
Hi,
How can I change the default q for self-service requests? At the moment
all tickets raised by unprivileged users go to "General" but I would
like them to go to a different queue.
Thanks, Jim
___
http://lists.bestpractical.com/cgi-bin/mailman/
As Ruslan pointed out earlier, creating an Autoreply template in the queue
overrides the global template. RT checks first for a queue template and
uses it if one is found, otherwise it uses the global template of the same
name. No need to delete or create scrips in this case.
At 03:31 AM 4/30
On Thu, Apr 30, 2009 at 6:44 PM, Alberto Villanueva
wrote:
> Hi!
[snip]
>
> I don't know if it's easier than. I need to do several queries in
> MySQL because the different reports tools for RT don't run all
> queries my Client wants to. So if I get all queries, I'll speak
> to my boss for develo
Jim;
Have you allowed unprivileged users to create tickets in different queue/s;
In Queues/Your-Queue/GlobalRights , give the system group Everyone
create ticket priv
and remove this right from the General queue, if you don't wish them to
create any tickets there
Note you can give this right to
Hello,
I have a scrip working well, but I am fairly unsatisfied with it ; I dont
find it elegant. So if you have any opinions regarding improvement of my
solution, please share. ;)
Problem:
A customer want to open ticket and a subsitute to handle Questions and
Answers. Still the customer want
Hi all
Our RT server had a catastrophic disk failure last night, and I've gotten the
IT team to restore a large number of the files, but due to it being restored on
a different version of RedHat and different perl and mysql versions, I'm
running into a number of issues. Has anyone else had to de
Hi Kim, if I were you I would simply reinstall. Unless you had any
customizations, should be a piece of cake - the only thing you'll need is a
copy of your RT_SiteConfig.pm file.
If you were running an older version of RT, you'll need to follow the steps
to upgrade the RT database.
James Mosele
Tons of customizations, which is partly why I'm worried. Lots of scrips, which
I'm not sure where they live. I originally installed from a yum package
(running 3.4.5). I'll back up my RT files locally and work on a reinstall.
Thanks!
-Original Message-
From: jmose...@corp.xanadoo.com [m
The scrips are all located in the database. Most other RT source
customizations would be located in the /local directory.
James Moseley
Kimberly McKinnis
Here's one I thought would be real simple, but I can't find it anywhere in
my copy of _RT Essentials_ or in the wiki.
We got our first spam into a queue today, and everybody completely freaked
out and tagged it a "security issue". Argh, the ignorance of it all.
Anyway, I would like to disable cr
> Anyway, I would like to disable creation of new accounts by rt-mailgate. If
> an email comes in and they're not already an RT user, just drop the email on
> the floor. Simple setting, or complex customization?
In between. Look at the existing Filter::SpamAssassin and it's parent for a
starting
Don't grant CreateTicket to everyone and unprivileged.
On Thu, Apr 30, 2009 at 11:07 PM, Tom Lahti wrote:
> Here's one I thought would be real simple, but I can't find it anywhere in
> my copy of _RT Essentials_ or in the wiki.
>
> We got our first spam into a queue today, and everybody completel
Andraz,
You set the AdminCc for a Queue in Configuration->Queue->Basics.
That will permanently ensure you have an AdminCc that can be notified
whenever a ticket is created in that Queue. For the notification scrip,
naviagate Configuration->Queue->(select Queue)->Scrips->New Scrip.
Create y
Horst,
I've noticed the same thing, but I'm on 3.6.4. I'm not sure if 3.8.x
fixes this. By "clicking" the field name on the results, it will re-sort
by that field. However, when you download the results to a spreadsheet,
it reverts back to order by ticket ID. I know, it doesn't make sense b
Oh! That's good news, since I salvaged the database. It's almost entirely
functional now. Thanks everyone!!
-Original Message-
From: jmose...@corp.xanadoo.com [mailto:jmose...@corp.xanadoo.com]
Sent: Thursday, April 30, 2009 11:41 AM
To: Kimberly McKinnis
Cc: rt-users@lists.bestpractical
GravyFace,
Being a SuperUser does not override the RT requirements for tickets.
In order for a User or (better) Group of Users to be in the dropdown box
for "Owner", they MUST have the "OwnTicket" right. Of course, there are
a whole slew of rights to consider for change control on tickets.
Nobody can change owner from person to person where both are not him or nobody.
On Thu, Apr 30, 2009 at 5:49 PM, GravyFace wrote:
> Regardless of whether ticket has been taken or not, I -- as a
> superuser -- cannot change the owner to anyone other than myself or
> Nobody.
> _
Comments below.
On Thu, Apr 30, 2009 at 9:36 PM, jul wrote:
>
> Hello,
>
> I have a scrip working well, but I am fairly unsatisfied with it ; I dont
> find it elegant. So if you have any opinions regarding improvement of my
> solution, please share. ;)
>
>
>
> Problem:
> A customer want to open t
What do you want to call? Duplicate values in the SLA CF. If you want
to allow staffs to change service level of a ticket then give them
right to change the field. That's it and all is well described in the
doc.
On Mon, Apr 27, 2009 at 1:14 PM, Simon Dray wrote:
> RT 3.8.2
>
> SLA 02
>
>
>
> Dear
To all,
I have a need of a scrip that will take the CC adressees of an email
and make them the "ticket" CC's when the ticket is created via email.
Has anyone done this? Can anyone point me to an example or such a
scrip? I can write the part that recognizes an email "create". I just
don'
The upgraded RT 3.8.2 is failing with rt-mailgate. The original installation
works just fine. What am I missing?
(iqbala)@qmail:~$ echo this is a test | /tmp/rt-mailgate --queue syshelp
--action correspond --url https://192.168.0.174 --debug
/tmp/rt-mailgate: temp file is '/tmp/mmF2JFMLdU'
/tmp/rt
3.8's mailgate dowsn't allow you to create a ticket with a requestor.
On Fri, May 1, 2009 at 1:01 AM, Asif Iqbal wrote:
> The upgraded RT 3.8.2 is failing with rt-mailgate. The original installation
> works just fine. What am I missing?
>
> (iqbala)@qmail:~$ echo this is a test | /tmp/rt-mailgate
On Thu, 30 Apr 2009 14:00:18 -0700, "Ken Crocker"
said:
> I have a need of a scrip that will take the CC adressees of an email
> and make them the "ticket" CC's when the ticket is created via email.
> Has anyone done this? Can anyone point me to an example or such a
> scrip? I can write t
http://wiki.bestpractical.com/view/ParseNewMessageForTicketCcs
On Fri, May 1, 2009 at 1:00 AM, Ken Crocker wrote:
> To all,
>
>
> I have a need of a scrip that will take the CC adressees of an email
> and make them the "ticket" CC's when the ticket is created via email.
> Has anyone done this?
How do I place a company logo on the top left corner on RT 3.8.2 ?
Also how do I place a icon next the URL in the url box of the browser so
it survives the next time upgrade?
I have done it for current version RT 3.4.5, but it has been really looong
time since I made those changes, so I don't
rem
On Thu, Apr 30, 2009 at 5:06 PM, Ruslan Zakirov wrote:
> 3.8's mailgate dowsn't allow you to create a ticket with a requestor.
>
Currently my mailserver talks to RT to create the ticket. So RT does not
have to
listen to SMTP. Makes it that much secure.
So my mail server qmail receives the messa
Nick,
I don't want this for ALL my queues, just one.
Kenn
LBNL
On 4/30/2009 2:07 PM, Nick Kartsioukas wrote:
On Thu, 30 Apr 2009 14:00:18 -0700, "Ken Crocker"
said:
I have a need of a scrip that will take the CC adressees of an email
and make them the "ticket" CC's when the ticket
Ruslan,
I have over 80 Queues. I want this to work for just one Queue.
Kenn
LBNL
On 4/30/2009 2:07 PM, Ruslan Zakirov wrote:
http://wiki.bestpractical.com/view/ParseNewMessageForTicketCcs
On Fri, May 1, 2009 at 1:00 AM, Ken Crocker wrote:
To all,
I have a need of a scrip that w
> I have over 80 Queues. I want this to work for just one Queue.
You could create (and submit) a patch that allows this config option
to accept an arrayref of queues to enable this feature for. It should be
a relatively simple tweak to lib/RT/Interface/Email.pm
--
Cambridge Energy Alliance: S
Jerrad,
HA! If I knew what that was and I was more than a beginner in perl,
I might give it a try. I'm more of an Admin for RT that makes a few
simple changes in the form of scrips and templates (hence, my need for a
scrip). Nothing heavy. However, I'm great at clone & modify efforts ;-).
Just grep code for this option and hack a little.
On Fri, May 1, 2009 at 1:40 AM, Ken Crocker wrote:
> Ruslan,
>
>
> I have over 80 Queues. I want this to work for just one Queue.
>
>
> Kenn
> LBNL
>
> On 4/30/2009 2:07 PM, Ruslan Zakirov wrote:
>
> http://wiki.bestpractical.com/view/ParseNew
Jerrad Pierce wrote:
>> I have over 80 Queues. I want this to work for just one Queue.
> You could create (and submit) a patch that allows this config option
> to accept an arrayref of queues to enable this feature for. It should be
> a relatively simple tweak to lib/RT/Interface/Email.pm
I ha
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