[rt-users] Clarifying custom field attachments

Can someone help clarify using custom fields? I'm playing around with RT and don't get what attaching custom fields to anything other than a Ticket gets you. I've created a few custom queues and have created custom fields to appear in their tickets, but I always create a custom field that relates t

[rt-users] Detailed programming API?

I'm trying to write some scrips for RT, specifically one that will take a requestors email address & see if they are a current user. If not, create a password & allow the user to get in. Nothing I'm trying is working at all. My Perl is a little rusty, but I'm having a hell of a time figuring out wh

[rt-users] I need two scrips

Ok; I've given up on trying to customize RT. My PERL skills are too rusty, and I can't find suitable references to show me what I need to call in RT. Does anyone have scrips that do these two things: 1. Notify via email a group that a ticket has been submitted. (EX: Someone submits a ticket to

Re: [rt-users] I need two scrips (Cena, Stephen (ext. 300))

From: sharon.belliv...@frb.gov [mailto:sharon.belliv...@frb.gov] Sent: Thursday, September 22, 2011 1:20 PM To: rt-users@lists.bestpractical.com; Cena, Stephen (ext. 300) Subject: I need two scrips (Cena, Stephen (ext. 300)) To Steve - To your first question, "1. Notify via email a group that a

[rt-users] How do I enable ModifySelf globally?

There is no group management to enable ModifySelf for all my users. How do I do this? None of my users can edit their profiles. RT Training Sessions (http://bestpractical.com/services/training.html) * San Francisco, CA, USA — October 18 & 19, 2011 * Washington DC, USA — October 31 & Nove

Re: [rt-users] RT-Users Digest, Vol 91, Issue 13

Thomas: I've been looking. The only screen I've found ModifySelf on is if I go to User Rights under Global. I've seen nothing affiliated with Groups and ModifySelf. Which screen is it on? RT Training Sessions (http://bestpractical.com/services/training.html) * San Francisco, CA, USA Oct

[rt-users] Enable ModifySelf

Nevermind, I found it. I must have overlooked it in the Gloabal Groups. There it is is though.Plain as day. *smh* RT Training Sessions (http://bestpractical.com/services/training.html) * San Francisco, CA, USA — October 18 & 19, 2011 * Washington DC, USA — October 31 & November 1, 2011 *

[rt-users] GD and GraphViz - Need both? Can't build source.

I recently attended Best Practical's' training in Boston and found it informative. Since my return, I've been trying to get RT 4.0.x (currently 4.0.5) built from source with no luck. I know that one of the things my users will desire is the ability to display graphs. Do I need both GD and GraphViz

Re: [rt-users] GD and GraphViz - Need both? Can't build source.

help us all." -Original Message- From: Christopher Lasater [mailto:clasa...@taleo.com] Sent: Thursday, March 22, 2012 1:04 PM To: Cena, Stephen (ext. 300) Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] GD and GraphViz - Need both? Can't build source. It looks like they

Re: [rt-users] GD and GraphViz - Need both? Can't build source.

From: Christopher Lasater [mailto:clasa...@taleo.com] Sent: Thursday, March 22, 2012 1:04 PM To: Cena, Stephen (ext. 300) Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] GD and GraphViz - Need both? Can't build source. It looks like they have debs on GraphViz.org have you t

[rt-users] Seeing unprivileged users in Tools->Configuration->Users

I'm debating using unprivileged users in our upcoming prelaunch of RT to help keep confusion down. One thing I noticed is I can't see unprivileged users in the User Manager. If I do a search based on the users' credentials/attributes I can find them. Is there a way to make the Privileged Users scre

[rt-users] "Couldn't find Ticket for reminder XXX. Please contact administrator."

I've just completed an upgrade from RT 3.8.10/.DEB to RT 4.0.5/source on Ubuntu 11.10. Everything is running beautifully with one exception. On my dashboard under "My Reminders", I now get "Couldn't find Ticket for reminder XXX. Please contact administrator.". I performed a "make upgrade-database"

Re: [rt-users] rt-users Digest, Vol 97, Issue 1

9:56 +0400 From: Ruslan Zakirov To: "Cena, Stephen (ext. 300)" Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] "Couldn't find Ticket for reminder XXX. Please contact administrator." Message-ID: Content-Type: text/plain; charset="utf-8&q

Re: [rt-users] rt-users Digest, Vol 97, Issue 1

Yes. I am not seeing anything in there about an error with the reminders (grep reminder ./error.log). I did however figure out why my On Steal scrip was broken! The reminder problem is still there though. In the My Reminder window I get: Couldn't find Ticket for reminder 201. Please contact admini

[rt-users] Couldn't find Ticket for reminder XXX. Please contact administrator.

I was able to clear out most of the "reminders" by going to them & setting them to "resolved". I have one left that is lingering, 245. When I go to ticket 245 and go to the "Links" page nothing is listed. All links are blank. I talked to the user who created the ticket & she does not believe she se

[rt-users] "Couldn't find Ticket for reminder XXX. Please..."

Update: I'm looking in the logs but not really seeing anything about the reminders. However, I have now received emails from two different users now stating they are seeing "Couldn't find Ticket for reminder XXX. ..." Both users are claiming they had not set reminders up for these tickets.

[rt-users] "Content" field missing from Articles

I'd like to start using Articles here at work, but something isn't working correctly. I've got a Class set up and a Topic, but when I go to create an Article the Content field is completely missing. I can edit/modify all the other fields except the most important one. What could be causing this?

[rt-users] Can create articles, but no content.

I'm still scratching my head with this one. I'm trying to get Articles working. Class creation and Custom field creation appear to work. I've got a Class called "Set up Information" with four categories: Linux, Windows 7 64 bit, Windows 7 32-bit, Misc. Even when I'm logged in as root, the "Content"

Re: [rt-users] Can create articles, but no content. (Maciej Dobrzanski & Thomas Sibley)

Thank you! Those were the answers I was looking for! I thought that a "Text body" might be stock with Articles, but it turns out that is not the case. Can wait to start using it! Stephen Cena MIS/IT Dept - Quality Vision International 850 Hudson Ave Rochester,NY. 14621 Ph: 585-544-0450 x300 "Thank

[rt-users] RT & MariaDB support

I'm currently running RT 4.0.10 and couldn't be happier. However, it's database is currently housed on a shared, underpowered Windows XP system & I'll looking to rework it. I'm not pleased with how MySQL has progressed (I'm running 5.1 right now & would be moving to 5.5) and have begun looking at M

[rt-users] Accessing custom fields in Ticket Search

I just did a demo to our service department & they are very interested in testing out RT as a way to track their calls. One thing that was brought up is the ability do perform searches across custom fields (example: they want to add serial numbers for our equipment to tickets & be able to search fo

[rt-users] Custom numbering scheme?

I'm going to be deploying another RT installation for our service department here. One thing they would like is to have the ticket numbers customized. What they'd like is for the current year to be prepended to each ticket number, and then reset. So for 2013 it's be, say, 20131 - 2013n and then nex

[rt-users] Can't remove Quick Create & Can you reverse the order of history?

I've got two questions: 1. I just did an upgrade from 4.0.11 to 4.0.12 & all seemed well. Due to people not using the full ticket Create, I decided to globally remove "Quick Create" from "RT At A Glance". However, when I do that I get the following error: admsjc@helpdesk:/var/log/apache2$ tail

[rt-users] Can't add attachments anymore - Possibly DB switch?

Is this an error due to me switching to MariaDB from MySQL? It's looking like some file attachments can't get added. [Tue May 14 22:05:25 2013] [warning]: RT::Handle=HASH(0xbd328224) couldn't execute the query 'INSERT INTO Attachments (Subject, ContentType, Filename, Headers, MessageId, Creator,

[rt-users] Still having database problems - Getting bad - Can't add attachments

I'm still getting these errors when trying to attach large files (around 4MB) to tickets: [Mon May 20 13:52:12 2013] [warning]: RT::Handle=HASH(0xb62468c8) couldn't execute the query 'INSERT INTO Attachments (Subject, ContentType, Filename, Headers, MessageId, Creator, Parent, Created, ContentEnc

[rt-users] Root account gone!!!!

Somehow after my database move, I've now lost root access to the system. I can't get in to make any kind of changes. Is there a way to change root's password? Stephen Cena QVII MIS/IT Dept 850 Hudson Ave. Rochester, NY. 14620 585-544-0450 x300 s...@qvii.com "Thank you for helping us help you he

[rt-users] Disable Requestor email in reply by default

I'm putting an RT system online for our service department. At the present time, the site will be internally accessible only but Internet email correspondence with clients will be permitted. To control confidentiality, it's been requested that the requestor email be disabled by default for all tick

[rt-users] Proper way to backup RT Database

I just lost my Service Desk database. I did a test creating a ticket, saw what I wanted, then restored the database previously. It didn't restore. So I dropped all tables, did a restore. RT broke. I checked the tables restored & it only did 45 out of 68. So now I get to rebuild the RT configurati

Re: [rt-users] Proper way to backup RT Database

- Message: 1 Date: Thu, 23 May 2013 11:38:19 -0400 From: Jim Brandt To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Proper way to backup RT Database Message-ID: <519e37eb.7030...@bestpractical.com> Content-Type: text/plain; charset=ISO-8859-1; format=flowed On 5/23/

Re: [rt-users] Proper way to backup RT Database (Jim Brandt)

Fixed the issue. PEBKAC. It helps if you actually back up the RT database & not something else. Looks like I'm set. Stephen Cena QVII MIS/IT Dept 850 Hudson Ave. Rochester, NY. 14620 585-544-0450 x300 s...@qvii.com "Thank you for helping us help you help us all." --For email related issues, plea

[rt-users] MSMTP doesn't run

I've tried switching from Postfix to MSMTP with this wiki entry: http://requesttracker.wikia.com/wiki/Msmtp but it doesn't look like msmtp-wrapper is even getting called. I've tried added -v to both lines & nothing is working. I'm pretty sure my accounts are correct in msmtp_wrapper.conf as my

Re: [rt-users] MSMTP doesn't run

It looks like it was a configuration issue. I changed some file permissions & dropped authentication and it is working fine, but is causing a new problem. Will start a new thread for that. Stephen Cena QVII MIS/IT Dept 850 Hudson Ave. Rochester, NY. 14620 585-544-0450 x300 s...@qvii.com "Thank yo

[rt-users] MSMTP works for sending, but receiving is now broken - And why a full MTA?

This is for Asif AND Thomas in regards to my previous email about MSMTP. First, I did manage to get MSMTP working to send email out. While outgoing mail worked, incoming via fetchmail suddenly stopped complaining it couldn't bind to 127.0.0.1 port 25: name 0: connection to localhost:smtp [127.0

Re: [rt-users] MSMTP works for sending, but receiving is now - And why a full MTA?

Kevin - -I've got Postfix running on my IT Helpdesk system and its running fine. When I was having the smtp_recipient_restriction issue I went to the Postfix IRC channel & they felt a full-blown MTA was overkill, so I checked out MSMTP. My boss is uber paranoid when it comes to security so anythin

[rt-users] Fetchmail & Exchange 2003 have stopped playing nicely

Now my fetchmail services on both servers no longer work. I keep getting authentication errors: http://www.fetchmail.info/fetchmail-FAQ.html#R15 Nothing I'm trying seems to work correctly. I'm guessing it's security patches on our Exchange server because this was working fine on our first serve

Re: [rt-users] Fetchmail & Exchange 2003 have stopped playing nicely

Wow; looks like it was just the account names were too long. I've deleted all of them & re-created them and all appears to be OK. *head scratching* Stephen Cena QVII MIS/IT Dept 850 Hudson Ave. Rochester, NY. 14620 585-544-0450 x300 s...@qvii.com "Thank you for helping us help you help us all." -

[rt-users] "On Steal" email causing errors

I have this template for when a ticket is stolen: To: { my $old_owner = RT::User->new( $self->CurrentUser ); $old_owner->Load( $Transaction->OldValue ); $old_owner->EmailAddress(); } Subject: Ticket #{ $Ticket->Id() } taken by { $Ticket->OwnerObj->Name() } A ticket you owned: { $T

Re: [rt-users] "On Steal" email causing errors

Yup, that fixed it! I wonder what caused it to break? It was working before. Glad its fixed now! Stephen Cena QVII MIS/IT Dept 850 Hudson Ave. Rochester, NY. 14620 585-544-0450 x300 s...@qvii.com "Thank you for helping us help you help us all." --For email related issues, please contact postmas..

[rt-users] Prevent email being sent when a ticket can't be created via email

Is there a way to stop emails being sent when a ticket can't be created via email? We're getting ready to launch the site, and we are not permitting users to create tickets via email. they can reply/comment once a ticket is created. The problem is, if any email hits a queue address, a rejection mes

[rt-users] Custom template is acting up - Formatting wrong?

This is a Template I'm using when a ticket is created & assigned to someone upon creation: --- RT-Attach-Message: yes You are receiving this email because you the are owner of a new ticket. This new ticket has been created and assigned to yo

[rt-users] RES: Prevent email being sent when a ticket can't

Thanks! I should have thought of that one, just getting spread too thin here. I'll add that in now! Stephen Cena QVII MIS/IT Dept 850 Hudson Ave. Rochester, NY. 14620 585-544-0450 x300 s...@qvii.com "Thank you for helping us help you help us all." --For email related issues, please contact postm

Re: [rt-users] Custom template is acting up - Formatting wrong?

mas...@qvii.com From: ruslan.zaki...@gmail.com [mailto:ruslan.zaki...@gmail.com] On Behalf Of Ruslan Zakirov Sent: Wednesday, June 05, 2013 6:01 AM To: Cena, Stephen (ext. 300) Cc: RT users Subject: Re: [rt-users] Custom template is acting up - Formatting wrong? You have leading spaces in fron

[rt-users] Notify all possible workers a ticket is available

If I want to notify all potential workers in a queue a new ticket is available, would Notify Other Recipients be what I'm looking for? The manager of the service department wants the following behavior: If a ticket is created and not assigned to a user, then all possible users that could take the t

Re: [rt-users] Notify all possible workers a ticket is available

I also came across this plug-in: Notification Matrix - https://github.com/bestpractical/rt-extension-notificationmatrix It says it is for RT 3.8, so I'm not sure how well it will (if it even) work with RT 4.0.13 Would that be something I could use? -- RT Training in Seattle, June 19-20: http:

[rt-users] User replies being rejected - Permissions problem

Our second RT site has gone up & is working very well. Most of the problems we have had are just minor permission tweaks. One issue however, is puzzling me. I've gotten two emails from the system, both reading: RT could not load a valid user, and RT's configuration does not allow for the creati

Re: [rt-users] User replies being rejected - Permissions problem

False alarm! Sorry about that. I've been frantically writing up documentation for the end users and didn't have a chance to look at what they were doing. For the first round of testing to be sure they understood the system, they were leaving their OWN email address as the Requestor. Therefore, of

[rt-users] Tickets created by junk mail

Have you checked out this extension yet? http://search.cpan.org/dist/RT-Extension-ReportSpam/lib/RT/Extension/Rep ortSpam.pm This coupled with an rt-crontool job might be what you're looking for. Stephen Cena QVII MIS/IT Dept 850 Hudson Ave. Rochester, NY. 14620 585-544-0450 x300 s...@qvii.c

[rt-users] Notify owners of new ticket not working totally

I'm using the NotifyOwner plug in for extra notifications: http://search.cpan.org/dist/RT-Extension-NotifyOwners/lib/RT/Extension/N otifyOwners.pm The Scrip is working, however its also sending out an email

[rt-users] Notify owners of new ticket not working

i Storbeck To: Subject: Re: [rt-users] Notify owners of new ticket not working totally Message-ID: <14ae2cf3eabb98a1577c145a18215...@xs4all.nl> Content-Type: text/plain; charset=UTF-8; format=flowed On 2013-06-19 15:49, Cena, Stephen (ext. 300) wrote: > I'm using the Notif

[rt-users] MySQL issue - Windows vs. Linux - Table name case seems to matter

I'm looking to move all of my MySQL servers from Windows XP systems to Linux. I'm doing testing now & so far all is well, except with RT. I currently am running RT 4.0.17 on Ubuntu 12.04LTS with a MySQL 5.5x database on Windows XP SP3. I am able to successfully backup & restore the database on the

Re: [rt-users] MySQL issue - Windows vs. Linux - Table name

Maciek - I figured it was more a MySQL issue than an RT one. I manually went in & changed each table to the correct one (users to Users) and that appeared to work. However, this won't fix my problem if I have to move several databases over (we have a lot of MySQL dependant apps here). Thank you for

Re: [rt-users] MySQL issue - Windows vs. Linux - Table name case seems

Just an update for everyone: I'm using Ubuntu 12.04LTS as the MySQL test bed to move my RT databases to. While this link: http://dev.mysql.com/doc/refman/5.5/en/identifier-case-sensitivity.html provided by Maciej Dobrzanski did help, I noticed a small issue. For some reason, 2 is not a valid opt

[rt-users] RT & Exchange 2010 - All mail has stopped

Has anyone gotten RT to work with Exchange 2010? We just did an upgrade here from 2003 to 2010 & now both of our RT systems have halted email. I've adjusted the IPs on all the systems & my postfix logs show mail is leaving (all of it as www-data@mailto:www-data@ domain). Fetchmail is complaining

[rt-users] RT & Exchange 2010 - All mail has stopped

Made it one step closer. It turns out the Exchange upgrade not only mangled our address books, it also messed up our "No Internet Mail" rule. Now for some reason I'm getting: hd-general@localhost Your message wasn't delivered due to a permission or security issue. I

[rt-users] RT & Exchange 2010 - All mail has stopped

It looks like the issue was pure Exchange side. We're still having slight issues, but none of it appears to be directly RT related. I would warn people about integrating it with Exchange 2010 though! Stephen Cena QVII MIS/IT Dept 850 Hudson Ave. Rochester, NY. 14620 585-544-0450 x300 s...@qvii.c

[rt-users] Customer web access - two servers, one database?

We've been running RT now for our Service Dept for a few months now with incredible success. At the present time, we have out customers email a specific email address & those emails get converted into tickets. We are now looking to improve functionality/speed for the customer. I see two options

[rt-users] CC emails not always being sent

We're having a small issue with our RT 4.0.18. Email seems to be flowing fine to Requestors and the Owners. However on two occasions, a manager wanted to include two other managers (neither of which have an account on this RT server). So he added their email addresses as CC's. Neither manager go

Re: [rt-users] CC emails not always being sent

@qvii.com<mailto:s...@qvii.com> "Thank you for helping us help you help us all." --For email related issues, please contact postmas...@qvii.com<mailto:postmas...@qvii.com> From: Kenneth Crocker [mailto:kenn.croc...@gmail.com] Sent: Wednes

Re: [rt-users] CC emails not always being sent

Rafal - I think that might be it. I just checked, and my RT_Config has that set to 0. I'll try changing it to 1 in my RT_SiteConfig, notify the users & see what I get. Thanks!! == Date: Fri, 25 Oct 2013 19:29:55 +0200 From: Rafal Matera To: "rt-users@lists.best

[rt-users] CC emails not always being sent

another setting that's causing this? -Original Message----- From: Cena, Stephen (ext. 300) Sent: Thursday, October 31, 2013 8:51 AM To: 'rt-users@lists.bestpractical.com' Subject: Re: CC emails not always being sent Rafal - I think that might be it. I just checked, and my RT_Co

[rt-users] CC emails not always being sent

ing sent Message-ID: <20131101194642.gi1...@jibsheet.com> Content-Type: text/plain; charset="us-ascii" On Thu, Oct 31, 2013 at 01:39:52PM +, Cena, Stephen (ext. 300) wrote: > Rafal - After making that change, I'm now getting extra emails: > Is this expected when I chang

[rt-users] CC emails not always being sent

Nov 04, 2013 at 01:44:58PM +0000, Cena, Stephen (ext. 300) wrote: > I thought that might be the case. Is there a better way to ensure that > CC emails are always sent? Both our Service Dept & the IT Dept will > add users to the CC's as needed. In both RT systems, I have a "

[rt-users] Upgrade from 4.0.x to 4.2.x - Fresh install with DB upgrade ok?

I'm getting ready to do an upgrade from 4.0.18 to 4.2.1 here on two servers. When I try the upgrade in a test environment, I get a bunch of errors that fly by (I don't have them, sorry :( ) but the site appears to be working. My question is, is it safe to do a "fresh install" of 4.2.1 and then u

[rt-users] Global Custom Fields only visible for search by "root"?

I've got RT 4.0.18 running for our Service Dept. Somehow, I've prevented them from accessing Custom Fields when doing Searches. They can enter them into tickets and view them, but when they go to perform a Search none of the Fields are selectable/searchable. However, if I log in as "root" and do

[rt-users] Questions about JSGantt Plugin for RT

I'm kind of caught in the middle of an issue witht he JSGantt chart plug in here at work. Our Service Dept has started using the Gantt chart to get a feel for how tickets are being resolved, but the data always looks funny. After some tinkering with the settings in my RT_SiteConfig.pm file, I de

Re: [rt-users] Questions about JSGantt Plugin for RT

ntt Plugin for RT Message-ID: <20140109162814.gj2...@jibsheet.com> Content-Type: text/plain; charset="us-ascii" On Thu, Jan 09, 2014 at 03:05:15PM +, Cena, Stephen (ext. 300) wrote: > I'm kind of caught in the middle of an issue witht he JSGantt chart > plug in her

[rt-users] Full text search/index - Migrate to Postgres or MySQL + Sphinx?

We currently run two RT 4.0.19 systems on Ubuntu 12.04LTS and MySQL 5.5.35. Management is now asking me to enable full text searching on the sites so we can search inside the body of the tickets. From what I've read, our current configuration won't support it due to MySQL 5.5.x not supporting it

Re: [rt-users] Full text search/index - Migrate to Postgres or MySQL + Sphinx?

Referring to: rt-users Digest, Vol 120, Issue 13, articles 8,9,10,11,13,14,15: Thanks to those who responded. First, no; I did not know that full text indexing was supported after 5.0. I thought that was a 5.6 up & coming feature. I must not have a full grasp of how it works, because if MySQL

[rt-users] Forward an entire ticket w/ history to another RT system - Possible?

We're having a little political issue right now. We're looking to add another queue to our service department, but the manager feels it shouldn't be a part of the service desk. One request I'm getting is if a ticket falls out of service's hands, can it be forwarded to a compeltely different RT s

Re: [rt-users] Forward an entire ticket w/ history to another RT system - Possible?

help you help us all." * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * -Original Message- From: k...@rice.edu [mailto:k...@rice.edu] Sent: Monday, April 07, 2014 3:01 PM To: Cena, Stephen (ext. 300) Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Forward an entire ticket w/ history to another R

[rt-users] RT 4.2.x and SummaryByUser plugin

We recently upgraded to RT 4.2.x, and have discovered that a plugin we relied on no longer works: http://search.cpan.org/dist/RT-Extension-SummaryByUser/lib/RT/Extension/SummaryByUser.pm Does anyone know if a 4.2 version is coming? Stephen J. Cena Systems Administrator - MIS/IT Dept Quality Vis

[rt-users] Copy/Paste functionality gone after 4.2.3 to 4.2.4 upgrade

I just performed the upgrade from 4.2.3 to 4.2.4 on our RT servers. I've gotten calls from user that Copy/Paste isn't working on their systems any more. Mason cache clean & local cache clean doesn't seem to help. Anyone else seeing this? Stephen J. Cena Systems Administrator - MIS/IT Dept Qualit

Re: [rt-users] Unable to paste into Rich Text Editor since

I'm seeing the same thing here (submitted my own comment to the group). I've tried Firefox 29, IE10 and Chrome 35. It's hit or miss. Sometimes when I right click & select "Paste" the window flashes & nothing happens. Sometimes when I use CTRL+V, text will paste. Stephen J. Cena Systems Adminis

[rt-users] MIME email not decoding - Sender or RT?

We've recently upgraded from RT 4.2.3 to 4.2.4. We have one user that when they email us now, RT is recording the MIME encoded email and not decoding it. Thus far, it appears to only be from one specific user. Is there anything I should check on my RT configuration before I ask the user what the

[rt-users] Unprivileged users - Edit ticket/Sign up as CC?

I'm looking to move my user base away from being all Privileged and making them Unprivileged so they get the "Self Service" version of RT. I've created a single test user to get a feel for what my users will experience. One issue I've come across is editing the tickets. I've got explict permissi

[rt-users] Unprivileged users - Edit ticket/Sign up as CC

Those permissions are in place. I have a test user in "End Users" (my own group) and is Unprivileged. I can create a ticket with this user but when I go to look at the ticket I can only view it. Did I overlook a permission possibly? On Thu, Jul 31, 2014 at 06:10:11PM +0000, Cena, St

[rt-users] Unprivileged users - Edit ticket/Sign up as CC

postmas...@qvii.com QVII MIS/IT Dept - We do what we must because we can. "Thank you for helping us help you help us all." * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * Message: 1 Date: Fri, 1 Aug 2014 15:58:27 + From: "Cena, Stephen (ext. 300)" T

[rt-users] Unprivileged users - Edit ticket/Sign up as CC

eged users - Edit ticket/Sign up as CC (Cena, Stephen (ext. 300)) Message: 12 Date: Tue, 5 Aug 2014 11:35:43 + From: "Cena, Stephen (ext. 300)" To: "rt-users@lists.bestpractical.com" Subject: [rt-users] Unprivileged users - Edit ticket/Sign up as CC Mes

[rt-users] Unprivileged users - Edit ticket/Sign up as CC

all. On Tue, Aug 05, 2014 at 11:35:43AM +, Cena, Stephen (ext. 300) wrote: > > I'm still not seeing what I'm missing. I have a group called "End Users" I > put all my clients into. One user, Test User, is in "End Users" but has had > Privileged r

Re: [rt-users] Unprivileged users - Edit ticket/Sign up as CC

S/IT Dept - We do what we must because we can. "Thank you for helping us help you help us all." * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * From: Alex Peters [mailto:a...@peters.net] Sent: Thursday, August 07,

Re: [rt-users] Unprivileged users - Edit ticket/Sign up as CC

we can. "Thank you for helping us help you help us all." * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * From: Alex Peters [mailto:a...@peters.net] Sent: Friday, August 08, 2014 8:39 AM To: Cena, Stephen (ext. 300) Cc: rt-users@lists.bes

[rt-users] Prevent users from adding CC's and AdminCC's to tickets

What permissions do I need to remove/enable to prevent users from modifying the CC/AdminCC lists (more specifically the AdminCC list). The audit trail of when people being added & removed is helpful, but I'd like to prevent it outright. Stephen J. Cena Supervisor/Systems Administrator - MIS/IT D

[rt-users] Prevent users from making Comments on tickets

I'm in the process of locking down end-user permissions in our RT install. We want it set up so that users can only do Reply, and Admins can use Comment and Reply. At present, my "end user" can't see a Comment in a ticket, or an attachment made with a Comment. However, if the user emails the Com

[rt-users] Correct formatting for "respond by email" link

I'm trying to use HTML templates to make responding to tickets easier for my users. I'm having a problem creating a link to generate an email. The code I have is: You have the ability to mailto:{$Ticket->QueueObj->CorrespondAddress}?subject=[{$Ticket->QueueObj->SubjectTag || $rtname} #{$Ticket-

Re: [rt-users] Prevent users from making Comments on tickets

Thanks to Alex Peters, Daniel Schwager, and Kenneth Crocker for their input on my question. I'm going to take a look at the book sections Kenneth sent (I've purchased the book), and go over the permissions as all have suggested. What's killing me right now is I only have the production system to

[rt-users] Set default queue for Quick ticket creation?

We currently have RT 4.2.10 up and running, and have the Quick ticket creation widget on our users home screens. Is there a way to change the default queue in the dropdown for QuickCreate? Users are not being mindful to switch queues before submitting, and I really don't want to rename all my qu

[rt-users] Include Ticket information in full text index

I have successfully gotten full text indexing working on our RT 4.2.12 system, MySQL 5.5 back-end. At the present time, only the ticket history is being searched. This is my Sphinx query: sql_query = \ SELECT a.id, a.content FROM Attachments a \ JOIN Transactions txn ON a.T

[rt-users] RT "unpacking" .MSG files

We are currently running RT 4.2.12. Users will submit tickets to us in regards to viral email attachments. We've instructed users to attach the message file itself versus the attachment to help keep things "safe". However, I'm seeing that if a user replies to an RT email and attaches the .MSG fi

[rt-users] New "Assets" not appearing in 4.2.12 -> 4.4.0 upgrade that didn't have them before

I just upgraded two systems running RT 4.2.12 to 4.4.0. Neither system had the Asset manager prior to the upgrade & we were looking to try it out. It didn't appear. Is there something I need to change in the RT_Siteconfig.pm to get the Assets tab to show up? Stephen Cena Systems Administrator/S

[rt-users] Skipping Scrip #X because it didn't Prepare

I have two RT systems: one testing and one production. I have a modified notification Scrip on my test box: Description: On Correspond Reopen Rejected/Resolved Tickets Condition: On Correspond Action: User Defined Template: Blank Custom cond: If ($self->Tic

Re: [rt-users] Skipping Scrip #X because it didn't Prepare

;Custom action preparation code:" box? If not, try adding: return 1; so the Prepare step returns successfully. On 8/12/16 1:50 PM, Cena, Stephen (ext. 300) wrote: > I have two RT systems: one testing and one production. I have a > modified notification Scrip on my test box: >

Re: [rt-users] Skipping Scrip #X because it didn't Prepare

I got an out-of-band response from someone on this issue. He basically said that because I used "On Correspond" and not "User Defined" that the "Custom Condition" code would never fire. Is this accurate? If so, I'm wondering why it was working on my test box. Stephen Cena Senior Systems Adminis

[rt-users] Can I use rt-serializer to start a fresh RT instance?

We started using RT as our ticket system around version 3.8 and are currently running 4.4.1. We have approximately 8600 tickets in the system. We have been experiencing issues with our current install (Scrips not firing properly, extensions no longer needed/compatible, etc.). If I use rt-seriali

[rt-users] Queue still being CC'ed with $ParseNewMessageForTicketCcs and $RTAddressRegexp

I received a request to 'auto CC' clients on tickers (as our customers are only allowed to interface via email). I enabled $ParseNewMessageForTicketCcs. We then started getting random RT Bounce messages, and upon investigating I

Re: [rt-users] Queue still being CC'ed with $ParseNewMessageForTicketCcs and $RTAddressRegexp

hen Cena Senior Systems Administrator Quality Vision International, Inc. Phone: (585) 544-0450 x300 To notify helpdesk: http://helpdesk.ogp.qvii.com or email: hd-gene...@qvii.com<mailto:hd-gene...@qvii.com> To report email issues: postmas...@qvii.com<mailto:postmas...@qvii.com> From: Ce

[rt-users] . Re: Queue still being CC'ed with $ParseNewMessageForTicketCcs

That has solved it. Thank you! Stephen Cena Senior Systems Administrator Quality Vision International, Inc. Phone: (585) 544-0450 x300 To notify helpdesk: http://helpdesk.ogp.qvii.com or email: hd-gene...@qvii.com To report email issues: postmas...@qvii.com )" If you want to use the /x modifier

[rt-users] MySQL backups of RT 4.4.1 truncated

I'm currently running RT 4.4.1 on Ubuntu 14.04 LTS with MySQL 5.6 on Windows Server 2012. Recently, we enabled full-text indexing in native MySQL & everything is great. After doing some work on the server over the weekend, I discovered that the .sql files being generated for the backup are being

Re: [rt-users] MySQL backups of RT 4.4.1 truncated

a backup all in one shot? -- Message: 4 Date: Wed, 18 Jan 2017 13:54:57 +0000 From: "Cena, Stephen (ext. 300)" mailto:s...@qvii.com>> To: "'rt-users@lists.bestpractical.com'" mailto:rt-users@lists.bestpractical.com>> S

Re: [rt-users] MySQL backups of RT 4.4.1 truncated

or email: hd-gene...@qvii.com<mailto:hd-gene...@qvii.com> To report email issues: postmas...@qvii.com<mailto:postmas...@qvii.com> From: Thomas Bätzler [mailto:t.baetz...@bringe.com] Sent: Thursday, January 19, 2017 3:04 AM To: 'rt-users@lists.bestpractical.com' Cc: Cen

Re: [rt-users] MySQL backups of RT 4.4.1 truncated

lto:t.baetz...@bringe.com] Sent: Thursday, January 19, 2017 8:36 AM To: Cena, Stephen (ext. 300) ; 'rt-users@lists.bestpractical.com' Subject: Re: [rt-users] MySQL backups of RT 4.4.1 truncated Hi Stephen, Am 19.01.2017 um 13:33 schrieb Cena, Stephen (ext. 300): > I had that issue in

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