[rt-users] New Forum Now Live!

Hello all, The new forum is now live at https://forum.bestpractical.com ! If you are on this list, you already have an account based on your subscribed email. To get a password to log into the forum website, follow these steps: 1) Go to: https://forum.bestpractical.com 2) Click Log In. 3)

Re: [rt-users] Reminder: RT mailing lists moving over to new community forum

Good morning, It's time! We'll be disabling the lists shortly so we can start to export the archive. We'll send email tomorrow, probably in the afternoon EST, when the new Discourse site is ready to go. Stay tuned! On 3/2/17 2:01 PM, Jim Brandt wrote: Hello RT users, This is a reminder

Re: [rt-users] Automatted parsing of mails entering an RT queue

Am 02.03.17 um 15:43 schrieb Matt Zagrabelny: > What version are you using CK? > > -m > Hi, we're using 4.2.8. Regards, --ck - RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Paris - April 24-26, 2017

Re: [rt-users] Default Value for User Custom Fields

On Tue, Mar 7, 2017 at 3:16 AM, Woody - Wild Thing Safaris wrote: > I added "Users" to line 2016 in CustomField.pm > > return 0 unless $self->LookupType =~ /RT::(?:Ticket|Transaction|User)$/; > > and it seems to behave as expected. But RT::Users must have been left

Re: [rt-users] Default Value for User Custom Fields

I added "Users" to line 2016 in CustomField.pm return 0 unless $self->LookupType =~ /RT::(?:Ticket|Transaction|User)$/; and it seems to behave as expected. But RT::Users must have been left out for a reason? w. On 03/03/17 10:46, Woody - Wild Thing Safaris wrote: sorry, 4.4.0 On

[rt-users] Reload Config on the fly

Hello, I'm using 4.4.0, and i've edited Admin/CustomField to allow choosing the CustomFieldGrouping. I'm guessing that at some point the grouping will be stored in the CustomField table, but for now, it's a config option. If i change the grouping of a CF, or add a new CF i can rewrite the

Re: [rt-users] Automatically set status for all email updates

The way to do this is with a scrip. This page will show you how: https://rt-wiki.bestpractical.com/wiki/SetActiveOnCustomerReply -- View this message in context: http://requesttracker.8502.n7.nabble.com/Automatically-set-status-for-all-email-updates-tp63512p63517.html Sent from the Request

Re: [rt-users] unrecognized roll option "nocreateuser"

I found this string in: /opt/rt4/etc/acl.Pg Peter On Mon, Mar 6, 2017 at 11:31 AM, BALLANTINE, JAMES W wrote: > I'm trying to install rt on a RHEL7 system, and have apache2, perl > 5.24.1 and postgresql-9.5.6 installed. > > When I try to run make initialize-database, it fails

[rt-users] unrecognized roll option "nocreateuser"

I'm trying to install rt on a RHEL7 system, and have apache2, perl 5.24.1 and postgresql-9.5.6 installed. When I try to run make initialize-database, it fails with : Now inserting database ACLs. [73393] [Mon Mar 6 14:46:20 2017] [warning]: DBD::Pg::st execute failed: ERROR: unrecognized role

[rt-users] Display of child/dependent tickets in search results

When a ticket that has child or dependent tickets is displayed, any child/dependent tickets that are resolved are shown at struck through. In search results, if child/dependent tickets are shown, resolved ones are not struck through. Has anyone patched RT to strike resolved child/dependent

[rt-users] All of a sudden: Odd number of elements

Hello there, I'm running RT 4.2.8 (deb-pakets) on a Jessie Debian. RT runs without problems since long time. Now, all of a sudden, the cronjob which calls rt-crontool causes Odd number of elements, for every queue in RT. The exact error message is Odd number of elements in anonymous hash at

[rt-users] Automatically set status for all email updates

A majority of our end users update their tickets via email. Is there a way I can have the ticket status change to specific value ("researching") anytime the ticket is updated via email. We are using the default rt-mailgate for email. All I'm finding is ways to set it manually with commands in

Re: [rt-users] Regex in scrip won't match multi-line strings

On Fri, Mar 3, 2017 at 9:30 AM, Peter Nikolaidis wrote: > Apparently I'm still doing something wrong and regex is kicking my butt. > > Sample message body: > - > * Stopping Asterisk PBX: asterisk > ...done. > * Starting Asterisk PBX:

Re: [rt-users] Regex in scrip won't match multi-line strings

Apparently I'm still doing something wrong and regex is kicking my butt. Sample message body: - * Stopping Asterisk PBX: asterisk ...done. * Starting Asterisk PBX: asterisk ...done. - Patterns I've tried:

Re: [rt-users] Default Value for User Custom Fields

sorry, 4.4.0 On 02/03/17 23:44, Matt Zagrabelny wrote: What version of RT are you using? -m On Thu, Mar 2, 2017 at 1:46 PM, Woody - Wild Thing Safaris wrote: Hi RT Folks, Am i missing something? I see no option to select a "default value" for "select one value"

Re: [rt-users] Default Value for User Custom Fields

What version of RT are you using? -m On Thu, Mar 2, 2017 at 1:46 PM, Woody - Wild Thing Safaris wrote: > Hi RT Folks, > > Am i missing something? I see no option to select a "default value" for > "select one value" type custom fields if they are of lookuptype

[rt-users] Default Value for User Custom Fields

Hi RT Folks, Am i missing something? I see no option to select a "default value" for "select one value" type custom fields if they are of lookuptype RT::User? i tested and if it's RT::Ticket - default appears, but RT::User - that input field has disappeared? w. --

[rt-users] Reminder: RT mailing lists moving over to new community forum

Hello RT users, This is a reminder about the upcoming conversion of the RT community mailing lists to a Discourse forum. If you missed it, you can read the initial announcement here: https://bestpractical.com/blog/2017/2/new-community-forum As we mentioned previously, to capture some of the

[rt-users] How email CC's are implemented

Using RT 4.2. Our experience sending ad hoc CC's entered on the fly is that the Requestor's do not see evidence of the CC's in their version of that email. The CC receiver gets in independent email just to them. This leads to confusion on the Requestor's part... "Did get a CC on this?". It

Re: [rt-users] Automatted parsing of mails entering an RT queue

What version are you using CK? -m On Thu, Mar 2, 2017 at 2:35 AM, Christopher Kunz wrote: > Hi all, > > we've been using RT for almost 15 years now with great success, but our > growing company needs a little more automation now. As we are a hosting > company /carrier, we

Re: [rt-users] Automatted parsing of mails entering an RT queue

Check RT-Extension-ExtractCustomFieldValues Von meinem iPhone gesendet > Am 02.03.2017 um 09:35 schrieb Christopher Kunz : > > Hi all, > > we've been using RT for almost 15 years now with great success, but our > growing company needs a little more automation now. As we

[rt-users] Automatted parsing of mails entering an RT queue

Hi all, we've been using RT for almost 15 years now with great success, but our growing company needs a little more automation now. As we are a hosting company /carrier, we frequently receive abuse reports and security advisories (for example, automatted scans for UDP amplifiers by the German

[rt-users] Resolved Reminders don't show in ticket history. Bug?

Maybe this is a bug or maybe I just don't understand the intended behavior. When someone creates a Reminder with me and the Owner I get an email notifying me that a 'ticket was created'. Great, everything is working properly. The email I receive has a helpful link to the Ticket. This is the

Re: [rt-users] Use lifecycle to set status and invoke Dates page?

On Mon, Feb 27, 2017 at 9:56 AM, Peter Nikolaidis wrote: > Hi Matt, > > Thanks for the reply. What woudl be the callback/action to take someone to > the Dates page for a ticket? Have you used callbacks before? I ask because, while extremely useful, they also have a

Re: [rt-users] Regex in scrip won't match multi-line strings

On Mon, Feb 27, 2017 at 9:48 AM, Peter Nikolaidis wrote: > Hi all, > > I'm trying to automatically resolve tickets that don't require any action. > In this example, I receive a backup notification. I know it's a backup > script result email based on the subject, and I know

Re: [rt-users] Use lifecycle to set status and invoke Dates page?

Hi Matt, Thanks for the reply. What woudl be the callback/action to take someone to the Dates page for a ticket? Thanks again, Peter On Mon, Feb 27, 2017 at 9:22 AM, Matt Zagrabelny wrote: > Hi Peter, > > On Sun, Feb 26, 2017 at 7:59 PM, Peter Nikolaidis

[rt-users] Regex in scrip won't match multi-line strings

Hi all, I'm trying to automatically resolve tickets that don't require any action. In this example, I receive a backup notification. I know it's a backup script result email based on the subject, and I know the backup was successful (and therefore I can auto-resolve the ticket) if another regex

Re: [rt-users] Use lifecycle to set status and invoke Dates page?

Hi Peter, On Sun, Feb 26, 2017 at 7:59 PM, Peter Nikolaidis wrote: > Hi, > > I'd like to have a lifecycle action called "schedule," which would set the > ticket's status to "scheduled" and take the user to the ticket's Dates page > so they could set a due date. It's this

[rt-users] Use lifecycle to set status and invoke Dates page?

Hi,  I'd like to have a lifecycle action called "schedule," which would set the ticket's status to "scheduled" and take the user to the ticket's Dates page so they could set a due date. It's this possible?  Thanks, Peter -- Peter Nikolaidis, CISSP, GCFE, GCIH, GPPA, GSNA http://ParadigmCC.com

Re: [rt-users] Action mene history blank

Hello Matt, Friday, February 24, 2017, 11:53:22 PM, you wrote: > To answer your question: Nope. Not a bug. A "reply" (from the Actions > menu) is a new message for the ticket history. You can reply to any > transaction (correspondence or comment) in the ticket display and get > that txn's

Re: [rt-users] Action mene history blank

Hi Chris, On Fri, Feb 24, 2017 at 11:27 AM, Chris Willard wrote: > Hello Rt-users, > > When I reply using the action menu the history is empty! Is this a bug > and is there a fix? So we are on the same page: reply = correspondence (this is part of RT, there is a dual

Re: [rt-users] RT 4 on Amazon EC2

I found a work around, instead of Apache I use NGINX and that works. Little did I know that sending mail from an EC2 instance is problematic to say the least. Thanks all for your help. On Tue, Feb 21, 2017 at 2:11 PM, François Meehan wrote: > Hi, > > I have restored a

[rt-users] rt could not create user from command line

Greetings, I have a number of users to create. Large enough that I don't want to do it by hand. I figured I'd just script the rt command line tool to run against a CSV file, but when I try even a single user from the command line, I get the following output $ rt create -t user set Name="Joe

[rt-users] Action mene history blank

Hello Rt-users, When I reply using the action menu the history is empty! Is this a bug and is there a fix? -- Best regards, Chris

Re: [rt-users] RT 4.4.1 - Change owner on corrospond Scrip - Strange issue

On Feb 23, 2017, at 12:06 PM, Shawn M Moore wrote: > >> # do the actual 'status update' >> my ($status, $msg) = $self->TicketObj->_Set(Field => 'Owner', Value => >> $Actor, RecordTransaction => 0); > > Should instead be: > > my ($status, $msg) =

Re: [rt-users] RT 4.4.1 - Change owner on corrospond Scrip - Strange issue

Thank you! This seems to be doing the right thing, while still not notifying the user of the change. It's exactly what I was hoping for. It felt great to close the ticket my boss made on this issue back in November! On Thu, Feb 23, 2017 at 12:06 PM, Shawn M Moore wrote:

Re: [rt-users] RT 4.4.1 - Change owner on corrospond Scrip - Strange issue

Hey Robert, Alex, > Is this just a display bug or are we not using the proper method to change > the owner of the Ticket? You're not using the proper method. > # do the actual 'status update' > my ($status, $msg) = $self->TicketObj->_Set(Field => 'Owner', Value => > $Actor, RecordTransaction

Re: [rt-users] RT 4.4.1 - Change owner on corrospond Scrip - Strange issue

On Thu, Feb 23, 2017 at 10:12:19AM -0500, Robert Blayzor wrote: > I did try that, and it literally did nothing. (other than recorded the change > in the ticket and created empty emails to requestors) > > This has been very easy to re-produce and there must be some different way > the Owner is

Re: [rt-users] RT 4.4.1 - Change owner on corrospond Scrip - Strange issue

I did try that, and it literally did nothing. (other than recorded the change in the ticket and created empty emails to requestors) This has been very easy to re-produce and there must be some different way the Owner is pulled in the Queue view vs. actual ticket view. It is annoying as we have

Re: [rt-users] RT 4.4.1 - Change owner on corrospond Scrip - Strange issue

> On Feb 23, 2017, at 09:19, Kenneth Marshall wrote: > Hi Alex and Robert, > > What happens if you set RecordTransaction to 1/true? I have not checked the > code, > but I would imagine that if you do not record the transaction, the cache > infrastructure > would not invalidate

Re: [rt-users] RT 4.4.1 - Change owner on corrospond Scrip - Strange issue

On Thu, Feb 23, 2017 at 08:51:29AM -0500, Alex Hall wrote: > I'm going to send the email I normally hate to receive. If you ever figure > this out, please share it with the list! > > I have a script to assign the ticket creator as the owner on creation, which > works perfectly. Like you,

Re: [rt-users] RT 4.4.1 - Change owner on corrospond Scrip - Strange issue

I'm going to send the email I normally hate to receive. If you ever figure this out, please share it with the list! I have a script to assign the ticket creator as the owner on creation, which works perfectly. Like you, though, the owner fails to display properly in ticket lists but works if

[rt-users] RT 4.4.1 - Change owner on corrospond Scrip - Strange issue

Running RT 4.4.1 - running fine for years and probably never noticed this before. We have a Scrip that runs that probably carried over from the pre-RT4 days. Pretty common function is to change the Owner of the ticket from “Nobody” to the first person to correspond if they are a privileged

Re: [rt-users] RT 4 on Amazon EC2

On Feb 22, 2017, at 4:09 AM, Peter Nikolaidis > wrote: Sorry- too quick with the send button. I did have to add a separate swap partition because my instance was indeed running out of memory. I also was not able to quickly get fcgi working,

Re: [rt-users] RT 4 on Amazon EC2

Sorry- too quick with the send button. I did have to add a separate swap partition because my instance was indeed running out of memory. I also was not able to quickly get fcgi working, so I just moved on with standard Apache2. I am using the Amazon Ubuntu AMI. Peter -- Peter Nikolaidis,

Re: [rt-users] RT 4 on Amazon EC2

Hi François, I just recently moved back to RT after three years of coping with ConnectWise and Autotask. I am presently running RT/Apache on a t2 nano and Postgres on another t2 nano instance. I have not noticed the behavior you reported, but have noticed that, sometime in the last week or so,

Re: [rt-users] Assets with 'dynamic' titles

Probably? If you copy Asset.pm from its home to $RT4/local/lib/RT/Asset_Local.pm, you can modify the Create subroutine (and then probably delete all the routines that you don't override). I'd aim for someplace around lines 222-231 (of the original file): 222 my $catalog =

[rt-users] Assets with 'dynamic' titles

Hey, I'm wanting to use Assets to track, well, our assets. But I'll be tracking hard drives and a few other components as well which don't have a specific name . Is it possible to have the subject dynamically generated using a combination of Custom Fields and even potentially relationships?

Re: [rt-users] RT 4 on Amazon EC2

I had this issue the other day using Amazon Linux AMI. Stand alone server would run, but httpd would spike to 100+% cpu, no error, no logs, no output.. eventually I gave up and used the Centos7 AMI, worked like a dream first time. I now run rt4 in aws. Andrew Huddleston On 22 Feb 2017, at

[rt-users] RT 4 on Amazon EC2

Hi, I have restored a production instance of RT to an Amazon EC2 t2.small virtual machine. It has 2 Gig of RAM. I can’t get Apache with Mod_FCGI to work but RT will run ok when using the stand alone server. There are no error message to help. One particularity of EC2 is that is does not have

Re: [rt-users] RT 4.4: Configuring escalations with various rt-crontool options, but none are working

On Mon, Feb 20, 2017 at 09:32:33AM +0100, Daniel Rauer wrote: > Nobody with an idea on how we can make any progress with escalations? > Any input would be helpful, like working config snippets, rt-crontool > calls that works for someone, ... > > Bye, Daniel Hi Daniel, We are still working on

Re: [rt-users] RT 4.4: Configuring escalations with various rt-crontool options, but none are working

Nobody with an idea on how we can make any progress with escalations? Any input would be helpful, like working config snippets, rt-crontool calls that works for someone, ... Bye, Daniel On 02/13/2017 03:04 PM, Daniel Rauer wrote: > Hello everyone. > > Currently we are quite stuck on enabling

[rt-users] How to allow user to modify his email address in RT

Hi, I am using RT4 for ticketing system . How to allow a user to change his own mail ID. For admin user there is a menu * Logged In as root ---> Settings ---> About Me * How to allow user self modification for normal user. ? -- Thanks & Regards, Anish

Re: [rt-users] The default queue via RT

Hi Chris, On Sun, Feb 19, 2017 at 2:19 PM, Chris Willard wrote: > Hello All, > > Is it possible to change the email from address (e.g. The default > queue via RT)? What version of RT are you using? For recent versions: Admin -> Queues -> Select Then select the

[rt-users] The default queue via RT

Hello All, Is it possible to change the email from address (e.g. The default queue via RT)? I found how to change the email text (templates) but not the sender! -- Best regards, Chris

[rt-users] Installion error RT-Extension-QuickCalls

Hi trying to install the RT-Extension-QuickCalls plugin, please see the below output error. $ perl Makefile.PL Cannot determine perl version info from lib/RT/Extension/QuickCalls.pm Using RT configuration from /opt/rt4/lib/RT.pm: html => /opt/rt4/local/plugins/RT-Extension-QuickCalls/html

[rt-users] Malformed multipart POST

Server: Ubuntu 14.04LTS running latest patches from Ubuntu, RT 4.4.1 Has anyone seen this happen to them recently? [Fri Feb 17 13:07:09.936850 2017] [perl:error] [pid 7243:tid 2739473216] [client REDACTED:56472] Malformed multipart POST\n, referer:

Re: [rt-users] Onetime CC are giving an internal error

We are running rt-4.4.0 and just noticed that selecting a One-time Cc gives an internal error in the Scrips and Recipients block. The error is: [9625] [Thu Apr 7 12:37:48 2016] [warning]: Use of uninitialized value in split at /opt/rt4/share/html/Helpers/PreviewScrips line 81.

Re: [rt-users] How to customize AssetSearchFields

Try: Set($AssetSearchFields, { 'CF.Inventar-Nr' => '=', Name=> 'LIKE', Description => 'LIKE', }); Cheers, Kyle -- Kyle Dippery Engineering Computing Services 219 RMB 859-257-1346 From: rt-users

[rt-users] [rt-announce] RT mailing lists moving over to new community forum

Hello! The various RT and RTIR mailing lists have been a great resource for help and discussion since March 2000 (wow!). Today we're excited to announce that we're taking a big step forward and migrating our community discussions to a web-based forum hosted using Discourse. Why the change?

[rt-users] How to customize AssetSearchFields

Hello All, I try to customize the Option AssetSearchFields in the RT_SiteConfig.pm. The standard config ist: Set($AssetSearchFields, { id => '=', Name=> 'LIKE', Description => 'LIKE', }); I want to able to search for a cutom field called "Inventar-Nr". I added

Re: [rt-users] Pre-configure users "RT At A Glance" with specific

I've re-evaluated my permissions inside RT related to this issue and I think I have a solution/work around. If I grant ShowTicket globally, users are able to search & find what they are looking for so that might solve it. Even without the permissions issue, I'm still curious about how you can

Re: [rt-users] Fwd: Using getting stuck when choosing new Custom Lifecycle

Matt / Kyle, Thanks for your fast replies. This has fixed the issue and all is working well. I have just checked my notes going back about 10 years and this is the first time I must have ever used a hyphen in a status! I knew it was something I did, I would never have found it. Thanks for

Re: [rt-users] writing extensions for an old version

I have found. For anyone else who may have the same problem, to create a extension for any deprecated version (RT <4.0) it's necessary allow deprecated RT: RTx ('RT-Extension-Example', {deprecated_rt=>1}); More About:

Re: [rt-users] Recovering Disabled Articles

On Tue, Feb 14, 2017 at 8:14 AM, Matthew Coons wrote: > Hello RT User group, > > I'm curious if there is a way from RT to enable an article that has been > disabled? I don't see a way to search for disabled articles in RT, and > Googling this question does not return any helpful

Re: [rt-users] Fwd: Using getting stuck when choosing new Custom Lifecycle

On Tue, Feb 14, 2017 at 8:14 AM, Dippery, Kyle wrote: > In my own custom lifecycle, I have one hyphenated status ("in-use"). I don't > remember why (perhaps this is the reason), but I have it in quotation marks > as a key in our transitions array: > > transitions => { >

Re: [rt-users] Fwd: Using getting stuck when choosing new Custom Lifecycle

In my own custom lifecycle, I have one hyphenated status ("in-use"). I don't remember why (perhaps this is the reason), but I have it in quotation marks as a key in our transitions array: transitions => { ... "in-use" => [qw(allocated recycled stolen lost deleted

[rt-users] Recovering Disabled Articles

Hello RT User group, I'm curious if there is a way from RT to enable an article that has been disabled? I don't see a way to search for disabled articles in RT, and Googling this question does not return any helpful ideas. Thoughts? Matt Coons Incident Responder and Threat Analyst Information &

Re: [rt-users] writing extensions for an old version

Hello, I tried this but the error remaining the same. requires_rt '3.8.8'; Or requires (RT=>'3.8.8'); Is there any other place that I also need to update? About the upgrade we working to do that soon. Thanks, Vinicius Fagundes Em 13 de fev de 2017 15:18, "Martin Wheldon"

[rt-users] Fwd: Using getting stuck when choosing new Custom Lifecycle

Hi All, Im having a strange issue, I know I have missed a step, but cant see where. I have added in three new statuses, (aw-int aw-ext aw-qa) each new status meaning "awaiting-xxx" I have carried out the update to RT_SiteConfig.pm as usual. I have restarted RT and I can see the new statuses.

[rt-users] URL display of "&" within ticket display

When I paste certain URL's into a request tracker message that contain "&", "amp;" is added within the URL after the save and the URL breaks when clicking on it from within the ticket display. The outgoing mail that is sent doesn't include the added "amp;" and the URL is sent fine. This is

Re: [rt-users] Assets Advanced Search

Which version of RT are you using? -m On Sun, Feb 12, 2017 at 4:09 PM, Chris McClement wrote: > Is there a way of "advanced searching" assets? For example, I'd like to > search for all assets where status != "EOL" etc. When searching tickets > there's always an advanced

Re: [rt-users] Pre-configure users "RT At A Glance" with specific elements - Default Dashboards?

Let me try to explain a little better how we're set up: We have 3 departments: Service A, Service B and Service C. The model the departments opted for was a 'dispatch' queue for all incoming tickets, and then the tickets get transferred to a work queue. Service A has 2 dispatch queues and 1

Re: [rt-users] writing extensions for an old version

Hi, If you look in the Makefile.PL you will find somethink like this requires_rt '4.0.0'; modify as required. Can I suggest that you upgrade as v3.8 reached end of life in 2014. Best Regards Martin On 2017-02-13 17:02, Vinicius Fagundes wrote: Hi, I'm starting to learn RT development.

[rt-users] writing extensions for an old version

Hi, I'm starting to learn RT development. And I was designated to create a RT extension, but our RT version is too old (3.8). I couldn't find any documentation about how to do it for this version. I tried follow the current documentation but when I tried to run: perl Makefile.PL I got this

Re: [rt-users] Pre-configure users "RT At A Glance" with specific elements - Default Dashboards?

Hey Stephen, * We have an instance of RT that is shared across three departments. Each department only needs to be able to see specific queues. Due to the way permissions work in RT, all the queues are visible. My idea to fix the “display” problem is to rewrite some of the widgets to only

Re: [rt-users] Pre-configure users "RT At A Glance" with specific elements - Default Dashboards?

Ken - Correct, but there's one thing I left out that might clear this up: The company wants to make the RT installation "read only" to all corporate employees. This is where the "See everything" issue comes into play. Also, the way our tickets can move between queues causes extra 'visibility'

Re: [rt-users] Pre-configure users "RT At A Glance" with specific elements - Default Dashboards?

On Mon, Feb 13, 2017 at 03:53:41PM +, Cena, Stephen (ext. 300) wrote: > We have an instance of RT that is shared across three departments. Each > department only needs to be able to see specific queues. Due to the way > permissions work in RT, all the queues are visible. My idea to fix the

[rt-users] Pre-configure users "RT At A Glance" with specific elements - Default Dashboards?

We have an instance of RT that is shared across three departments. Each department only needs to be able to see specific queues. Due to the way permissions work in RT, all the queues are visible. My idea to fix the "display" problem is to rewrite some of the widgets to only include the desired

[rt-users] RT 4.4: Configuring escalations with various rt-crontool options, but none are working

Hello everyone. Currently we are quite stuck on enabling ticket escalations based on SLA. The problem is that none of the escalation we tried seems to work: either the crontool throws errors or does basically nothing. What we did so far: - Upgrade to 4.4.1 and made sure all database migrations

Re: [rt-users] Move tickets to queue but don't allow ticket creation

On 12/02/17 07:57 AM, Keith Edmunds wrote: We have a "Triage" queue and a number of problem-type queues. Ideally, we'd like to allow tickets to only be created in the Triage queue and then be moved to the appropriate problem queue, but it appears that we need the "Create Ticket" permission on a

Re: [rt-users] RT mailgate

Lorraine Johnson wrote: * I noticed that mails sent outside rt are not being delivered in the system. I think my RT- mailgate is not working. Autopreply messages are also not being received. * * Kindly help if you have an idea. * * thank you You’ve got the function of

[rt-users] RT mailgate

Goodmorning all, I noticed that mails sent outside rt are not being delivered in the system. I think my RT- mailgate is not working. Autopreply messages are also not being received. Kindly help if you have an idea. thank you

[rt-users] Assets Advanced Search

Is there a way of "advanced searching" assets? For example, I'd like to search for all assets where status != "EOL" etc. When searching tickets there's always an advanced tab where I can manually edit the search string but I'm unable to find this with assets.

[rt-users] Move tickets to queue but don't allow ticket creation

We have a "Triage" queue and a number of problem-type queues. Ideally, we'd like to allow tickets to only be created in the Triage queue and then be moved to the appropriate problem queue, but it appears that we need the "Create Ticket" permission on a queue to move tickets to it. Is there any

Re: [rt-users] Tickets time affected on service contrats

On Thu, Feb 9, 2017 at 7:35 AM, Frank Soyer wrote: > I tried, thanks for the suggestion Matt. But if I need to dig in code to > have a sum of times, I think I'll rather try to develop a module to manage > contracts ^^ > Unfortunatly, no time to learn RT dev for the moment, and

[rt-users] [rt-announce] Paris Request Tracker Training this April!

Hello! We're very pleased to announce our first 2017 Request Tracker training! We'll be in Paris from April 24-26, 2017. To read more about what each day covers, including the new hands on third day, please visit https://bestpractical.com/blog/2017/2/announcing-our-first-2017-rt-training

Re: [rt-users] excluding queue in RT SQL

Hey Alex, On Thu, Feb 9, 2017 at 9:02 AM, Alex Hall wrote: > Hi all, > Just a quick question, and one I feel like I should know. In RT's > implementation of SQL, how do I specify a queue; name or ID? Just a point of clarification: RT has something called TicketSQL and while

[rt-users] excluding queue in RT SQL

Hi all, Just a quick question, and one I feel like I should know. In RT's implementation of SQL, how do I specify a queue; name or ID? We have a cron job that runs, using SQL to search for tickets. I'm being asked to exclude a specific queue from this search. Do I need to use "queue <> 'queue

Re: [rt-users] ?==?utf-8?q? Tickets time affected on service contrats

And, I forgot to say that during my researches, I was wondering if custom fields can help me. Any idea with this ? Frank Le Mercredi 8 Février 2017 16:29 CET, Matt Zagrabelny a écrit:  Hi Frank, On Wed, Feb 8, 2017 at 4:11 AM, Frank Soyer wrote: > Hi

Re: [rt-users] ?==?utf-8?q? Tickets time affected on service contrats

I tried, thanks for the suggestion Matt. But if I need to dig in code to have a sum of times, I think I'll rather try to develop a module to manage contracts ^^ Unfortunatly, no time to learn RT dev for the moment, and no time to dev... If I start such a project, I'll share it. Frank Le

Re: [rt-users] Uncheck boxes to disable notifications to the listed recipients dont working in RTIR 4.0.0

Hi Marcos, I think this is not that case, because if I reply on GENERAL QUEUE and from two recipients uncheck one i get only one email not to as from INCIDENT REPORT QUEUE. All setup is default. 2017-02-09 14:01 GMT+02:00 Ģirts Mažonis : > Hi Marcos, > I think this is

Re: [rt-users] Uncheck boxes to disable notifications to the listed recipients dont working in RTIR 4.0.0

--- Begin Message --- Hi Girts, Make sure you are not suffering this bug: Have you checked the logs for the transaction? If you have Debug logging enable, you should be able to see which recipients were squelched. 2017-02-09 9:02

[rt-users] Uncheck boxes to disable notifications to the listed recipients dont working in RTIR 4.0.0

Hey, I have problem with RT (4.4.1) and RTIR (4.0.0) Situation: when replay on incident report. Report have two or more requestors. If i uncheck all and leav only one from that list on replay all requestors get that email. Under that recepirnt list is writen: Uncheck boxes to disable notifications

Re: [rt-users] Unable to bulk update Assets

On Wed, Feb 8, 2017 at 2:58 PM, Shawn M Moore wrote: > We have a fix for this in the upcoming releases of RT; in the meantime you > can apply the patch to your RT instance: Shawn, Any rough estimate on 4.4.2? Thanks! -m

Re: [rt-users] Unable to bulk update Assets

Hi Chris, > On Feb 8, 2017, at 15:28, Chris McClement wrote: > > I'm unable to apply any bulk updates to custom fields in my Asset database. > For example, I have a Custom Field called "Asset Category". I have configured > the CF to be filled from a dropdown list

[rt-users] Unable to bulk update Assets

I'm unable to apply any bulk updates to custom fields in my Asset database. For example, I have a Custom Field called "Asset Category". I have configured the CF to be filled from a dropdown list ("Select one value") and defined a range of categories to select from. Applying a bulk update to assets

Re: [rt-users] Tickets time affected on service contrats

Hi Frank, On Wed, Feb 8, 2017 at 4:11 AM, Frank Soyer wrote: > Hi all, > I wonder if an extension or some solution exists for managing service > contracts, I mean, registering somewhere for a queue and/or a (some) > requestor(s), a total time to decrement, and decrementing it

[rt-users] Tickets time affected on service contrats

Hi all, I wonder if an extension or some solution exists for managing service contracts, I mean, registering somewhere for a queue and/or a (some) requestor(s), a total time to decrement, and decrementing it with the time spent on tickets of this resquestor(s). Or, at least, report on demand

Re: [rt-users] Assets RT 4.4.0

On 27 January 2017 at 08:59, Dunbar, Brian wrote: > When I set the owner. I could not set the Company it would only let me pick > a domain account This is a "glass half empty" solution but it might be of some use. Create a User to represent "the Company" Only fill in

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