[rt-users] Trying to create an "ITIL Change Management" queue

Hi All, I'm running RT 4.4.1, on BackBox Linux 4.6 (GNU/Linux 4.2.0-42-generic x86_64). I'm trying to replace a bespoke ITIL Change Management system that we're about to lose access to. The old system was cobbled together on SalesForce & was essentially a matter of pressing a "New Change"

[rt-users] Mailto link in template

I'm trying to embed a mailto: HTML code into my ticket creation template so that the customer can click the link and this will generate a blank email with the ticket info in the subject that can use for a reply, that the system can then parse into the ticket. The mail to address would vary

[rt-users] Concise Spreadsheet Extension

Anyone know how to configure the Concise Spreadsheet Extension? I am trying to use the extension as a means of creating a simple daily activity report that can be emailed to management. Thanks, David System Admin RNS Running RT 3.8.7 RT Training in Washington DC, USA on Oct 25 26 2010

Re: [rt-users] Concise Spreadsheet Extension

Running RT 3.8.7 On 9/17/2010 4:11 PM, Kenneth Crocker wrote: David, If you're going to email it, just set the Query up on a Dashboard. No downloading, re-formatting or anything. Kenn LBNL On Fri, Sep 17, 2010 at 2:47 PM, Sysadmin sysad...@ruralnetwork.net mailto:sysad

Re: [rt-users] Extensions

Thanks guys, I got it. They all work fine now. David On 8/25/2010 12:55 PM, Michael Finn wrote: Set(@Plugins,(qw(RT::FM))); Set(@Plugins,(qw(RTx::EmailCompletion))); Set(@Plugins,(qw(RT::Extension::ToggleSuperUser))); Set(@Plugins,(qw(RT::Extension::QueueDeactivatedScrips))); How should I list

[rt-users] Searching Unprivileged Users

Currently we have RT configured so that support staff are privileged users, and customers are unprivileged users which Are also part of the Customers group. I'm look for an easy way to search the unprivileged users, RT only shows privileged users, and groups only let you add or remove users,

[rt-users] Ticket History

Is there a way to show just ticket history for a customer? Maybe a ticket tab for the user/customer that would display only tickets for that customer and show only the replys (not comments or other details for those tickets) and not the complete user history? So a clean concise way of viewing

Re: [rt-users] Linked fields

class=label|/lRoom:/:/spanbr / b class=value% ($requestor-FirstCustomFieldValue('Room') || loc(No room entered about this user)) %/bbr / Hope this helps Björn Am 13.08.10 23:18, schrieb Sysadmin: Is there a way to linkcustom fields? So, I trying to link custom field data, so that custom

Re: [rt-users] Modify spreadsheet

3.8.7/.8 -- I had to fix a couple of bugs , in particular when the result set include custom fields. Roy *From:* Torsten Brumm [mailto:torsten.br...@googlemail.com] *Sent:* 25 August 2010 12:11 *To:* Raed El-Hames *Cc:* Sysadmin; rt-users@lists.bestpractical.com *Subject:* Re: [rt-users] Modify

[rt-users] Modify spreadsheet

Is it possible to modify the fields included in spreadsheet output? I would like to exclude som of the existing fields and include some data from some CF. Thanks, David System Admin RNS RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out

[rt-users] Extensions

Is there an Extension compatibility list around. I recently installed the QueueDeactivatedScrip which work very well, then installed the EmailCompletion extention which also works well only to find that my QueueDeactivatedScrip no longer worked. I there anyway of determining compatibility

Re: [rt-users] Extensions

in the RT_SiteConfig.pm file. Multiple Set Plugins lines will override rather than append. Mike *From:* rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] *On Behalf Of *Torsten Brumm *Sent:* Wednesday, August 25, 2010 11:49 AM *To:* Sysadmin *Cc:* rt-users

[rt-users] Modify spreadsheet

Is it possible to modify the fields included in spreadsheet output? I would like to exclude some of the existing fields and include some data from some CF. Thanks, David System Admin RNS RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out

Re: [rt-users] Linked fields

-WorkPhone || loc(No WorkPhone entered about this user)) %/bbr / or span class=label|/lRoom:/:/spanbr / b class=value% ($requestor-FirstCustomFieldValue('Room') || loc(No room entered about this user)) %/bbr / Hope this helps Björn Am 13.08.10 23:18, schrieb Sysadmin: Is there a way

[rt-users] RT report generator

I'm trying to create a daily activity report for the 'support queue' that can be printed or email. Anyone ever used ASCOMs RT report generator? Pearl modules are installed, but where does the rt-report.pl file go? David System Admin RNS RT Training in Washington DC, USA on Oct 25 26 2010

[rt-users] Linked fields

Is there a way to linkcustom fields? So, I trying to link custom field data, so that custom fields like Account #, Customer Equip, Phone #, that exist in a service ticket and in the user information, will populate each other, ie in creating a service ticket for a /new custome/r, the linked

[rt-users] Custom Fields in Scripts and Templates

What is the correct syntax for inserting custom field data into scripts and templates? We have a service queue with a custom field (type of ticket = locate or repair). So, I want to create a script to read the type of ticket then dispatch an email with custom field data inserted in the email

Re: [rt-users] Script Codes

to owner script, I am not quite sure what do you mean by does not allow me to use owner change as it was intended What does n't not do ?? Roy -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users- boun...@lists.bestpractical.com] On Behalf Of Sysadmin

Re: [rt-users] Script Codes

' and $self-TransactionObj-OldValue == 10) { return 1; } return undef; 10 : is the default Users.id value for the nobody user. Good luck; Roy -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users- boun...@lists.bestpractical.com] On Behalf Of Sysadmin

[rt-users] Custom Fields

Is it possible to change the size of the wikitext box? Ideally I would like to display a large rectangular box under the issue description text area David System Administrator RNS Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at

[rt-users] Script Codes

Is there a cheatsheet of RT script codes? and/or fieldcodes Specifically, I'm looking to insert the Real Name of the user assigned to a ticket. (currently inserts username) also I'd like to generate the Email notification when the ticket is first assigned from nobody to somebody I'm

[rt-users] Radius Aurhentication

Is there a way to separate Staff from Customers. We have a Helpdesk, whereby Support Staff are issuing tickets for a group of Customers. My two questions are: 1- Can Support Staff issue a ticket for the customer? what is the best way to do this? 2- Can we utilize the radius server in our

[rt-users] Radius Aurhentication

Is there a way to apply custom fields to ticket bound for a specific queue i. e. ticket created for billing have one set of custom fields and tickets created for tech support have a different set of custom fields? Thank you, David System Administrator Rural Network Services, Inc. Discover

[rt-users] Custom Fields

Is there a way to apply custom fields to ticket bound for a specific queue i. e. ticket created for billing have one set of custom fields and tickets created for tech support have a different set of custom fields? Thank you, David System Administrator Rural Network Services, Inc. Discover