Re: [rt-users] Change RT email address

rry about any confusion I may have caused. -- Jaime Kikpole Network Administrator Cairo-Durham Central School District Technical Support: h...@cairodurham.org go.cairodurham.org/techtips -- This electronic message and any attachment(s) may contain confidential or legally privileged informat

Re: [rt-users] Change RT email address

There is a regular expression in RT_Config.pm. Look for it, read the directions, and then make any needed adjustments in RT_SiteConfig.pm (not RT_Config.pm.) Make sure that it matches the new email address and the old one. It's important that it handle both, so that you can account for both

[rt-users] RT's email address showing in one-time CC list

qr{^(?:rt(?:|-comment)\@its1\.cairodurham\.org)$}i); Any idea what I missed? Thanks in advance for any help you can offer. -- Jaime Kikpole Network Administrator Cairo-Durham Central School District Technical Support: h...@cairodurham.org go.cairodurham.org/techtips -- This electronic message

[rt-users] Why use CFs on transations vs. tickets

I've seen plenty of reasons to use Custom Fields on tickets and have done so for years. What I've never been able to figure out was: Why use them on transactions? For my technicians, adding CFs in the Comment or Reply screens makes the most sense. We currently use CFs on the ticket (not transat

Re: [rt-users] Show Tickets owned by a Group

On Jun 15, 2012, at 5:14 AM, Michele Pinassi wrote: > there's a way to have a "widget", in dahsboard, that shows all tickets > owned by a group ? I think that you could achieve that by building a search that achieves this and then saving the search. The saved search can then be added to the das

Re: [rt-users] Custom fields on transactions

On Jun 15, 2012, at 2:35 AM, Robert Wysocki wrote: > Anyone, who worked on the ticket should leave a > comment/reply, so you can obtain the list of people who worked on a > ticket by parsing ticket transactions. Is there a way to get a list of tickets based on who left comments? I didn't see t

Re: [rt-users] Time off by several hours

On Thu, Jun 14, 2012 at 10:01 AM, Thomas Sibley wrote: > "Logged in as ..." → Settings → About Me Oh, sorry. Its currently set to "System Default". Jaime -- Network Administrator Cairo-Durham Central School District http://cns.cairodurham.org

Re: [rt-users] Time off by several hours

On Thu, Jun 14, 2012 at 9:10 AM, Thomas Sibley wrote: > This is almost certainly because a) your user doesn't have a timezone > set and your default is UTC, or b) your user has an incorrect timezone > preference set. Our email system is Google Apps for Education, so our email is effectively Gmail

[rt-users] Custom fields on transactions

I've been using RT with various custom fields for years, but now its time to re-model those custom fields a bit. I thought that at least one of them, namely "Work By" (which includes a list of which technicians worked on the ticket), should get moved to the transaction level (vs. applying to the t

[rt-users] Time off by several hours

Since upgrading to RT 4.0.5, I've found that email being logged in my RT instance and then displayed in the web GUI will have the wrong time. More specifically, its off by the number of hours that my local timezone is off from UTC. So if an email comes in at 10:21:58 -0400, it will show the email

[rt-users] Installing ExtUtil::MakeMaker hangs

When using "make fixdeps", CPAN appears to hang on ExtUtil::MakeMaker. I know very little about CPAN and installing these things by hand. I've seen some advise on the web about disabling a line of code and then the compile works, but I don't know where to find the source code to modify. Nor do I

Re: [rt-users] Upgrading from 3.4.5

On Fri, Feb 17, 2012 at 4:22 PM, Thomas Sibley wrote: > No problem.  Glad to hear you're upgrading. :)  You may also be > interested in > http://blog.bestpractical.com/2011/07/upgrading-to-rt-4.html which also > summarizes the things you should be aware of during an upgrade. Thanks. I was assumi

Re: [rt-users] Upgrading from 3.4.5

On Fri, Feb 17, 2012 at 2:06 PM, Thomas Sibley wrote: > Going straight to 4.0.x is fine.  There are a number of important > database upgrade steps you need to do, so read all of the README and > docs/UPGRADING-3.4, docs/UPGRADING-3.6, docs/UPGRADING-3.8, > docs/UPGRADING-4.0 and docs/UPGRADING.mys

[rt-users] Upgrading from 3.4.5

I'm currently using RT 3.4.5. I'd like to upgrade it. I was wondering if I should just go straight to 4.0.x or go to 3.6, then 3.8, and then to 4.0. What would you suggest? Thanks, Jaime -- Network Administrator Cairo-Durham Central School District http://cns.cairodurham.org RT Train

[rt-users] How to evaulate/track subordinate technicians?

ut this plan still requires us to go through every ticket and evaluate them. So it feels very inefficient. Any help or suggestions or even "RTFM page XX" would be appreciated. Thanks in advance,

[rt-users] Old user getting Watcher messages

I have an old user, who was a Watcher on my "general" queue since version 2.0.x (we're now running 3.4.x), who should not be receiving messages any more. She still is receiving messages. I've looked at the queue's Watcher list and the global Watcher list and she isn't listed on either.