[rt-users] To NotifyActor or not to NotifyActor ...

Hey all, I really wanted the content of a new ticket to be emailed to the user that "take"s the ticket from the queue. The only way I could figure to make this happen was to set NotifyActor to 1 in the Site_Config. But now I am running across a whole mess of stuff being set to t

Re: [rt-users] Problem with replying to tickets

>> Did you click the correct link? Links on the top right of the page >> do not quote, those next to a message do. As long as I can remember. It's actually a very useful distinction. It allows one to quote only the relevant bits, or nothing at all. Quoting is IMHO antithetical to RT's full history

Re: [rt-users] Problem with replying to tickets

Okay thanks. Has this always been the case? Hossein Jerrad Pierce wrote: Did you click the correct link? Links on the top right of the page do not quote, those next to a message do. -- _ _ _ _ _ _ _ Hossein Rafighi |_ _|| _ \ |_ _|| | | || \_/ || __|TRIU

Re: [rt-users] Problem with replying to tickets

Did you click the correct link? Links on the top right of the page do not quote, those next to a message do. -- Cambridge Energy Alliance: Save money. Save the planet. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com

[rt-users] Problem with replying to tickets

Hi all, I am not sure if this is a feature of 3.8.7 or something that I've done! It seems when one replies to a ticket using the RT's web interface previous correspondence or the original message is not inline and is not displayed over or bellow the reply. I used to see previous messages when

Re: [rt-users] Filtering out unneeded info from ticket

Thanks Raed and Torsten, I took a little bit of both. I ended up editing Ticket/Elements/ShowHistory with: } else { $Transactions = $Ticket->Transactions; if ($r->uri =~ /History\.html/) { } else { $Transactions->Limit(FIELD => 'Type', VALUE => 'Correspond'); $Transactions->Limit(FIELD

Re: [rt-users] Scrip to unown and change queue so we can keep all queues hidden?

Mike, Try something like this: # Custom Condition: my $trans = $self->TransactionObj; my $ticket = $self->TicketObj; # Check the CF for the changed value if ($trans->Type eq 'CustomField') { my $cf = new RT::CustomField($RT::SystemUser); $cf->LoadByName(Queue => $ticket->QueueOb

Re: [rt-users] Filtering out unneeded info from ticket

Hi Chris; The value of the information you want to hide is only appreciated when you need it. But its possible to remove them from the ticket history by editing: Ticket/Elements/ShowHistory In the <%INIT> section change: } else { $Transactions = $Ticket->Transactions; } to } else { $Tra

Re: [rt-users] Filtering out unneeded info from ticket

Check ths out: http://wiki.bestpractical.com/view/HideTransactions Torsten 2010/5/13 Chris Hall > How can I filter from the history information I don't want to see? For > example.. snippet from a recent ticket: > > Mon May 10 10:26:17 2010 The RT System itself - Status changed from 'new' > to

Re: [rt-users] Scrip to unown and change queue so we can keep all queues hidden?

Hi Mike, I haven't done this, but it sounds pretty straightforward using a scrip. Have a custom field with 2 possible values, "blank" and "disown". Your scrip uses a custom condition that triggers when that field changes to "disown". You have the custom action do the owner change (to nobody

[rt-users] Problem Configuring RT 3.8 with RT::Crypt::SMIME

Hi, I have installed RT::Crypt::SMIME module from CPAN to my RT installation. To test it I downloaded a free digital certificate for SMIME. I converted the certificate (which was intially in .p12 format) to .pem format using Open SSL. Furthur, I modified RT_SiteConfig.pm as: use

[rt-users] Scrip to unown and change queue so we can keep all queues hidden?

Hi everyone, I'm curious if anyone has ventured out to build a scrip that would unown a ticket, and reassign to another queue based on a custom field value. Basically what I was looking for was the ability to hide all other queues from a group of support staff. But when they get a ticket that

[rt-users] Filtering out unneeded info from ticket

How can I filter from the history information I don't want to see? For example.. snippet from a recent ticket: Mon May 10 10:26:17 2010 The RT System itself - Status changed from 'new' to 'open' Mon May 10 10:26:17 2010 Allen Stevens - Gi

Re: [rt-users] RT & mysql / LDAP Auth

Julian Grunnell wrote: >> -Original Message- >> From: Mike Peachey [mailto:mike.peac...@jennic.com] >> Sent: 10 May 2010 12:54 >> To: Julian Grunnell >> Cc: rt-users@lists.bestpractical.com >> Subject: Re: [rt-users] RT & mysql / LDAP Auth >> > > So at present users are just authenticating