Re: [rt-users] custom template help

Ah! Never mind. I found the RT-Extension-ExtractCustomFieldValues extension. I think that is what I need. Cheers From: Karres, Dean Sent: Wednesday, April 15, 2015 3:59 PM To: 'rt-users@lists.bestpractical.com' Subject: custom template help Hi, Rt 4.2.10 We have a number of automated

[rt-users] Ticket history view: toggle all, comments / correspondence

Hi, We hope to replace an ancient, homegrown ticketing system with RT. There is a feature in the old system that my boss hopes is available in RT. This is the idea of a worklog. Not every queue or ticket will require such a thing. It might be possible that the Comments in RT will suffice.

[rt-users] custom template help

Hi, Rt 4.2.10 We have a number of automated processes that generate emails into our helpdesk. The From of these messages is the process user and not a live requestor. For example, we have a process that finds all the customers who's accounts have been deactivated since the last time the

[rt-users] SelfService new ticket screen and queues

Hi, In the SelfService web interface under New Ticket the first thing a customer sees is a list of ALL our queues. Is it possible to limit the list of queues to our one public helpdesk queue? Dean...K...

Re: [rt-users] newbie rt admin question

, April 14, 2015 10:40 AM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] newbie rt admin question On 10 Apr 2015, at 17:07, Karres, Dean wrote: I thought this was working... I am running rt 4.2.10 I have a few queues setup. I have the SelfService web interface setup. I can

[rt-users] newbie rt admin question

I thought this was working... I am running rt 4.2.10 I have a few queues setup. I have the SelfService web interface setup. I can login as an Unprivileged user and create a ticket. I can send email and create a ticket. I can not as the unPriv user, SEE my created ticket in self service

[rt-users] RT::Extension::Announce post install question

Hi, I am running RT 4.2.10. I just used cpan to install RT::Extension::Announce and I looked at the resulting install messages. I see the line where is says to run make initdb but can't tell if the CPAN make did that or if I still need to. I see in the docs that running the initdb step more

[rt-users] newbie script / Action question

Hi, Please feel free to point me at the correct docs here. I think I am about to get a handle on some RT related thing and then it turns to smoke in my fingers :) Part of this is a Best Practices question. We are testing RT at the moment so playing around is fine with the goal of a solid

[rt-users] Attachment size issue?

Hi, RT 4.2.6 RHEL 6.6 MySQL 5.6 I was looking in my RT log file for a different issue and found the following. eval {...} called at -e line 0 (/usr/local/share/perl5/Carp.pm:169) [3523] [Thu Dec 4 18:24:43 2014] [critical]: Attachment insert failed: Row size too large ( 8126). Changing some

[rt-users] newbie queue managemnet question: bulk actions

Hi, I am still demo-ing RT as a replacement for our aging home-built ticketing system. I currently have RT setup in parallel with our current system. All in-bound messages are copied. One goes to the active system and the copy goes to our RT test. In order to not confuse our user base I

Re: [rt-users] newbie queue managemnet question: bulk actions

[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Tuesday, October 07, 2014 11:26 AM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] newbie queue managemnet question: bulk actions On Tue, Oct 07, 2014 at 04:20:26PM +, Karres, Dean wrote: I’m not sure what

[rt-users] Programmatically create queues

Hi, I am new to RT. I have a test install of RT 4.2.6 on a RHEL 6.x platform. It seems to work and I am newbie-lost in the universe of setting permissions -- but that is not currently my issue. Our current helpdesk system has a bunch of queue-like things. I don't want to have to click

Re: [rt-users] Programmatically create queues

); Note, no curly braces. -Original Message- From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Karres, Dean Sent: Friday, September 12, 2014 1:26 PM To: rt-users@lists.bestpractical.com Subject: [rt-users] Programmatically create queues Hi, I am new

[rt-users] rtldapimport usage

Hi, I'm running RT-4.2.5. I am in the central IT group in a large facility at a large university. The facility has a helpdesk and we want to replace the homegrown ticketing system with RT. I have a test platform on which I have RT installed and configured to allow anyone in the Campus AD to

[rt-users] newbie RT/AD setup and priv questions

RT 4.2.3 RedHat Enterprise Linux 6.5 Hi I have installed RT as a test in hopes of eventually replacing our home-built ticketing system soon-ish. I have RT installed and have a basic configuration that allows anyone in our AD to login. For the moment there is an RT root user and my AD