Hello,
What is the process that people are using to add new users to the RT system
when taking a phone call? For example you receive a call from a person who
is not currently in the RT users list. Would your helpdesk agent then go to
Tools - Configuration - Users - Create and create a new user
Thanks - That looks like the issue I am seeing too.
On Thu, Jan 17, 2013 at 5:45 PM, Kevin Falcone falc...@bestpractical.comwrote:
On Thu, Jan 17, 2013 at 05:11:14PM -0500, Jim Lesinski wrote:
I made a custom field values source to look up data directly from the
database. My code
Does anyone else have an issue with the menu shifting for Basics and
Details in Chrome?
It seems to work fine in IE9.
[image: Inline image 1]
There's also issues with the menu on display.html. It seems like the first
item gets pushed down a row.
[image: Inline image 2]
Thanks,
Jim
On Wed, Nov 7, 2012 at 4:35 PM, Thomas Sibley t...@bestpractical.com wrote:
On 11/07/2012 01:20 PM, Jim Lesinski wrote:
Does anyone else have an issue with the menu shifting for Basics and
Details in Chrome?
There's also issues with the menu on display.html. It seems like the
first item gets
Darin,
Check out this scrip:
http://requesttracker.wikia.com/wiki/DivideTicketIntoSubtasks
This scrip action creates tickets for each list item for each task the
main ticket
DependsOnhttp://requesttracker.wikia.com/wiki/DependsOn?action=editredlink=1.
It handles lists with dash or asterisk
Hello,
Is there some way to make the quick update plugin only show the
correct status values for the current queue's lifecycle? Currently the
Quick Update plugin shows all status values from all lifecycles.
Thanks,
Jim
Final RT training for 2012 in Atlanta, GA - October 23
people have.
I have been reading up on customizations and had made most if my changes win
either KWRite or vi/nano up to this point.
Thanks,
Jim Lesinski
...@lists.bestpractical.com [
rt-users-boun...@lists.bestpractical.com] on behalf of Jim Lesinski [
jim.lesin...@gmail.com]
*Sent:* 11 June 2012 23:39
*To:* rt-users@lists.bestpractical.com
*Subject:* [rt-users] Callback to redirect page in Create.html
Hello,
Can anyone offer any insight about creating a Callback
I see the line:
my $Queue = $ARGS{Queue};
but honestly I can't seem to figure out how to get it to work in the Init
file. Could you show a simple example of it's use?
On Tue, Jun 12, 2012 at 11:36 AM, Thomas Sibley t...@bestpractical.comwrote:
On 06/12/2012 11:27 AM, Jim Lesinski wrote:
I
')
{
$m-redirect('/Tickets/MyCustomPage.html');
}
/%init
%ARGS
/%ARGS
On Tue, Jun 12, 2012 at 2:07 PM, Jim Lesinski jim.lesin...@gmail.comwrote:
I see the line:
my $Queue = $ARGS{Queue};
but honestly I can't seem to figure out how to get it to work in the Init
file. Could you show a simple
Hello,
Can anyone offer any insight about creating a Callback in Create.html to
redirect to a custom create page an a per queue basis? I believe I have the
correct callback in:
/opt/rt4/local/html/Callbacks/MYNAME/Ticket/Create.html/Init
and I am able to perform the redirect, but can't seem to
-fields branch.
On Tue, Feb 28, 2012 at 20:32, Jim Lesinski jim.lesin...@gmail.com
wrote:
I turned on debug (*new to me) and it looks like this is the relevant
error
in the logs:
Feb 28 11:22:11 buf-rtdev RT: Permission denied. User #63 has no
SeeCustomField right on CF #13
If I assign
The user (RTuser) is Privileged.
Here is an outline of the permissions assigned to RTUser:
RTUser is a member of a GroupA that has OwnTicket, StealTicket and
TakeTicket rights on the queue1.
GroupA is a member of GroupB, which has CommentOnTicket, CreateTicket,
ReplyToTicket, Watch,
:38, Jim Lesinski jim.lesin...@gmail.com
wrote:
The user (RTuser) is Privileged.
Here is an outline of the permissions assigned to RTUser:
RTUser is a member of a GroupA that has OwnTicket, StealTicket and
TakeTicket rights on the queue1.
GroupA is a member of GroupB, which has
Hello,
Running RT4.0.5, Internet explorer 9, Chrome, Firefox
I have set up a custom data source for a custom field as outlined
in external_custom_fields.pod. It seems that everything works fine and I
get pick list data populated into the custom field for all field types when
logged in as an
not sure how to
do that and I cannot find documentation.
Thanks,
Jim Lesinski
On Feb 6, 2012, at 7:19 AM, Joe Harris drey...@gmail.com wrote:
I am looking at rt-4.0.5 and it seems that you can tie a custom field into a
web service.
I created a PHP web form to try and drive requestors to put
:32:47AM -0500, Jim Lesinski wrote:
There seems to be a lot of confusion about what I am asking. I am
sorry if I am not making
myself clear. Please check out the attached image which shows exactly
what I am looking at.
Maybe I am interpreting it wrong, but the field Jeff describes
Hello,
I am looking at rt-4.0.5 and it seems that you can tie a custom field into
a web service. I am curious about using this method to populate an
autocomplete list for my custom field. Specifically I'd like to make an
autocomplete field which is populated with the name column of the AT_ASSETS
on
the queue that is loaded.
Does that help?
Thanks,
Jim Lesinski
On Jan 31, 2012, at 10:18 AM, Bart b...@pleh.info wrote:
Hi,
Could you explain what your trying to achieve? Maybe we can give some input
on the options that you have (we're kinda shooting in the dark now).
A CF
I have the ldap import plugin running and it does import new users and update
existing information based on the options you set in config. You must set up a
cron job for this.
Thanks,
Jim Lesinski
On Jan 30, 2012, at 11:24 AM, Bart b...@pleh.info wrote:
Hi,
Not sure if that's possible
Are the custom fields used to push data into the tickets somehow? If so that
may be sufficient for our need.
Thanks,
Jim Lesinski
On Jan 30, 2012, at 7:28 PM, Kevin Falcone falc...@bestpractical.com wrote:
On Sun, Jan 29, 2012 at 07:52:27PM +0100, Jim Lesinski wrote:
Can rt-extension
Can rt-extension-formtools allow modifying the field layout in RT4.0.4? If
there is documentation for this add on or an example of its use somewhere that
would be helpful.
Thanks,
Jim Lesinski
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston March 5 6
Hello,
I am working through a scrip to change change the queue to the current
user's default queue setting on Take. I have everything working when
setting to a static queue string, but I can't seem to get the current
user's default queue value.
It seems like it would be something like:
I just ran into similar issue and it seems that:
return 1 unless $self-TransactionObj-Type eq ‘Take’;
does not work in RT 4.0.4. I checked the Transactions table in the database
and it looks like the type is inserted as Set when clicking the Take
button. I found a CustomConditionSnippet for Take
Hello,
In RT 4.0.4 it seems that when filling out a single or multi-value custom
field, the results are case sensitive. Is this considered normal behavior?
I would think it would be preferable to be case insensitive when listing
the autocomplete results, but I can see where some may consider
case
values for the
autocomplete field.
On Mon, Dec 12, 2011 at 2:21 PM, Jim Lesinski jim.lesin...@gmail.comwrote:
Hello,
Can someone check to see if an Autocomplete custom field shows values from
other custom fields in their RT 4.0.4 installation for non admin users? (By
non admin I mean the user
Hello,
It seems like the Command by Mail plugin does not work with a Custom Field
of type Enter Multiple values with Autocompletion. I created a field
named Tags, but when I use Command by Mail to email even a single value
to it I get an Extended mailgate error:
Failed command 'tags:
Hello,
Can someone tell me what RT-Extension-CustomField-HideEmptyValues is
supposed to do? I have one drop down that filters values for other ones. I
would have thought that the child drop downs would be hidden as they have
no values until the parent is selected, but that doesn't seem to work
.
On Mon, Nov 14, 2011 at 8:28 PM, Josh Narins jnar...@seniorbridge.comwrote:
The array of names is get-at-able with keys %seen
*From*: Jim Lesinski [mailto:jim.lesin...@gmail.com]
*Sent*: Monday, November 14, 2011 08:19 PM
*To*: Josh Narins
*Cc*: rt-users@lists.bestpractical.com rt-users
at 10:53 AM, Kevin Falcone
falc...@bestpractical.comwrote:
On Fri, Nov 11, 2011 at 03:01:18PM -0500, Jim Lesinski wrote:
Hi,
In request tracker, how would you recommend setting up your dependent
drop down lists that
have a consistent drop down value for multiple parent values? Below
down show only unique string values. It would be
super cool if this made it into the base code.
% $m-callback( Name = $Name, CustomField = $CustomField );
% if ($CustomField-Type =~ /Select/i) {
% my $values = $CustomField-Values;
% my %seen = ();# Jim Lesinski
select name=%$Name%
option value
, but
not necessarily my personal code :)
Thanks,
Jim Lesinski
On Nov 14, 2011, at 7:10 PM, Josh Narins jnar...@seniorbridge.com wrote:
I don't know anything about your patch, but with Perl, it is more common to
write something like...
next if $seen{ $value-Name }++;
From: Jim
-Values
On Tue, Nov 8, 2011 at 8:09 PM, Jim Lesinski jim.lesin...@gmail.com wrote:
Thanks Kevin. What do you mean by interesting? Can you provide an
example of the format or where I can find the values I should use?
Thanks,
Jim Lesinski
On Nov 8, 2011, at 7:11 PM, Kevin Falcone falc
Hello,
I understand how to set up default values for a field using a custom scrip.
However, it seems a bit odd to me to load a ticket with no value, and then
set it only if the person opening a ticket doesn't select a value. I'd like
to set the value in the UI for a new ticket, so that it is
Falcone falc...@bestpractical.comwrote:
On Tue, Nov 08, 2011 at 03:11:45PM -0500, Jim Lesinski wrote:
I understand how to set up default values for a field using a custom
scrip. However, it seems
a bit odd to me to load a ticket with no value, and then set it only
if the person
Thanks Kevin. What do you mean by interesting? Can you provide an example of
the format or where I can find the values I should use?
Thanks,
Jim Lesinski
On Nov 8, 2011, at 7:11 PM, Kevin Falcone falc...@bestpractical.com wrote:
On Tue, Nov 08, 2011 at 04:55:13PM -0500, Jim Lesinski wrote
Hi,
I am looking at RT and it seems like a wonderful system. One thing I noticed
is that the system seems very clicky, requiring many clicks to edit custom
fields, dates, etc after a ticket has been opened. Is there any way to bring
the ticket up directly in edit mode for the fields? I think
Is it possible to base custom field values on the queue? I see that you can
have cascading drop down lists based on a previously selected custom field
value. I'd like the same thing but starting at the queue level.
Thanks,
Jim Lesinski
RT Training Sessions (http://bestpractical.com
Hello,
This may seem pretty basic but I am looking at a users settings at Logged in
as USERNAME - Settings and I see several of the user settings are set to Use
the System default. I can't seem to figure out how to set the system
defaults though. I thought maybe the site config file but that
Does anyone know if Asset Tracker will work with Request Tracker 4? I tried
the install and it seemed to run correctly, but it doesn't look like
anything has been added to RequestTracker. I verified that the installation
added to the plugins directory and added the db tables. I do have
to commit the updates. If you want I can send
you a tar file with the updated files and in return you can help
pinpoint any problems.
Agree?
-Todd
On Wed, Aug 17, 2011 at 5:36 PM, Jim Lesinski jim.lesin...@gmail.com
wrote:
Does anyone know if Asset Tracker will work with Request Tracker 4? I
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