[rt-users] AdminCC for queues not to get notified after ticket has owner

I can seem to find the right way to accomplish this: I have my groups as adminCCs for their respective queues so that they get notified when tickets get created which is working great, however once a tech picks up a ticket I do not want everyone getting notified on ticket correspondence, I see

[rt-users] IE Hangs loading background-gradient.png in 3.8.8

Hello All, Just upgraded to 3.8.8 and it works great in Firefox, but the page load hangs on background-gradient.png in Internet Explorer 8, if I reload the page it comes up fine. Anyone else seen this? TIA, Steve

Re: [rt-users] emailing into queues

Could anyone help please? Thanks, Guy. What is the output of tailf /var/log/maillog during the time when the email is sent? What is your aliases file? S Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com

[rt-users] Summary: winmail.dat attachments only on ticket Replies

I didn't see it come through so I am going to email it out again in case it might help someone else... This was my original problem: I am trying to figure out how to get RT-mailgate to parse winamil.dat files that are attached to ticket replies. 1.)If a user opens a ticket with an

[rt-users] FW: winmail.dat attachments only on ticket Replies

and viola... rt-support: |/usr/bin/tnef|/usr/bin/tnef|/etc/smrsh/rt-mailgate --queue 'Support' --action correspond --url http://rt.domain.com/ Steve From: Juan Mas [mailto:juan@gmail.com] Sent: Monday, June 07, 2010 12:16 PM To: Steve O'Brien Cc: RT-Users@lists.bestpractical.com Subject: Re: [rt

[rt-users] winmail.dat in Ticket Replies

Not having much luck thus far... Can anyone explain why none of the TNEF decoders seem to be able to decode the ticket replies? What is different about the reply than the original email? FYI - 1.)Initial Ticket creation attachments come through - no problem 2.)Emailing with the

Re: [rt-users] winmail.dat attachments only on ticket Replies

Thanks Juan, I have too tried tnef and ytnef work-arounds without success. I don't have control over all the exchange environments using RT so I have to find a solution for the winmail.dat decoding. Thanks! Steve O'Brien From: Juan Mas [mailto:juan@gmail.com] Sent: Monday, June 07, 2010

Re: [rt-users] RT Emails Being Blocked by Various Providers

We are not using our Exchange server with RT, it just uses a local SMTP server that goes to our corporate SMTP server and sends from there. I really don't understand the whole setup, nor am I familiar with SPF and PTR records. How are those set up, and on what system? Thanks, Tim My RT server

Re: [rt-users] Is it standard for AdminCc watchers to get 2 emails every time a ticket is created?

What Scrip is causing this to occur? How can you tell? Steve ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets

[rt-users] Parsing email subject or body to create SLA priority

I am looking for a way to parse an email message to set the SLA priority of the ticket (using RT::Extension::SLA) TIA, Steve ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial

[rt-users] Diplaying Custom fields globally

Hi All, I am using the RT::Extension::SLA module, which is working great. I am trying to figure out how to do something seemingly simple. I would like the Custom SLA field to display globally on RT At A Glance and pretty much everywhere so that people can use that information to prioritize.

[rt-users] RT::Extension::SLA Question

I am try to use RT to replace our current help desk system but have been struggling with 2 points: 1.)We have an SLA with our customers and need to be able to incorporate that into our ticket system. I have installed and begun configuring the SLA extension but I am not really sure if it