Basic Comprehension Question RT:Extension::QueueWizard

Hello all,

I think i have an fundamental problem to understand in which way these
Extension Works …

So for my point of View:

This Extension can Clone an Queue.

So … refer to the Readme

The option to create an procmailfile is basically but not necessary …

But what i fail to see is that you need in order to create a new quick
queue a e-mail adress …why?

or I’m on the way to barking up the wrong tree !

It’s all Greek to me

sorry i dont get it

thnx for help

best regards john

View this message in context: http://old.nabble.com/Basic-Comprehension-Question-RT%3AExtension%3A%3AQueueWizard-tp31152632p31152632.html

John,

If I may. The email address is the way all correspondence is directed for a
Queue. If a ticket is opened and RT sends a notice to the requestor, the
"Reply" address for that requestor would be the email address for that
Queue. If I wanted to send the ticket owner an email, but wanted that same
email to be seen in a ticket’s history, I would need the Queue’s email
address so I could put it into the “Cc” portion, along with the ticket
number in the subject field. The email address that is associated with a
Queue is how RT keeps correspondence for one Queue out of another Queue.
Does that make sense? Therefore, if you are cloning a Queue, the only real
"new" stuff you would need is a description, perhaps a tag, and an email
address.

Kenn
LBNLOn Tue, Mar 15, 2011 at 3:49 AM, john s. fireskyer@gmx.de wrote:

Hello all,

I think i have an fundamental problem to understand in which way these
Extension Works …

So for my point of View:

This Extension can Clone an Queue.

So … refer to the Readme

The option to create an procmailfile is basically but not necessary …

But what i fail to see is that you need in order to create a new quick
queue a e-mail adress …why?

or I’m on the way to barking up the wrong tree !

It’s all Greek to me

sorry i dont get it

thnx for help

best regards john


View this message in context:
http://old.nabble.com/Basic-Comprehension-Question-RT%3AExtension%3A%3AQueueWizard-tp31152632p31152632.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.

Hello John

This thing frustrates me along the line :frowning:

Okay some things i got it and some not… i think

So… When i create a Queue on the normal way with RT… and i have no entry
for an reply adress…

which adress did the system use as a standard reply adress to communicate
with the system?

is it even possible to use this extension without an E-Mail System in RT?

My RT:
has 3 Queues and a few user … ( no email adresses)

Clone queue Nagios:

So if i try to clone sth. i fill out the description for the clone.

then comes an error:

Staff group Nagios _support for queue Nagios not found

Owner group Nagios _owners for queue Nagios not found

What has that got to do with with the Email thing?

*confused &-(

I’m really starting to feel stupid.

may you have an example for me

to understand something more clearly
it would be great

best regards john

Kenneth Crocker wrote:

John,

If I may. The email address is the way all correspondence is directed for
a
Queue. If a ticket is opened and RT sends a notice to the requestor, the
"Reply" address for that requestor would be the email address for that
Queue. If I wanted to send the ticket owner an email, but wanted that same
email to be seen in a ticket’s history, I would need the Queue’s email
address so I could put it into the “Cc” portion, along with the ticket
number in the subject field. The email address that is associated with a
Queue is how RT keeps correspondence for one Queue out of another Queue.
Does that make sense? Therefore, if you are cloning a Queue, the only real
"new" stuff you would need is a description, perhaps a tag, and an email
address.

Kenn
LBNL

Hello all,

I think i have an fundamental problem to understand in which way these
Extension Works …

So for my point of View:

This Extension can Clone an Queue.

So … refer to the Readme

The option to create an procmailfile is basically but not necessary …

But what i fail to see is that you need in order to create a new quick
queue a e-mail adress …why?

or I’m on the way to barking up the wrong tree !

It’s all Greek to me

sorry i dont get it

thnx for help

best regards john


View this message in context:
http://old.nabble.com/Basic-Comprehension-Question-RT%3AExtension%3A%3AQueueWizard-tp31152632p31152632.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.

View this message in context: http://old.nabble.com/Basic-Comprehension-Question-RT%3AExtension%3A%3AQueueWizard-tp31152632p31164568.html

Okay maybe i have to Read before i think :slight_smile:

I created an owner group and a support group for the specified queue

Any email adresses or sth else was not needed

And then it works … but whats the purpose of these Groups ?

What is the point of that?

I want to make my own groups and users by myself tailored on my needs and
not obliged from the Clone Extension?

Any chance to modify the extension in this way ?

best regards john

View this message in context: http://old.nabble.com/Basic-Comprehension-Question-RT%3AExtension%3A%3AQueueWizard-tp31152632p31180216.html

Are my intentions not clear??

best regards john s.
View this message in context: http://old.nabble.com/Basic-Comprehension-Question-RT%3AExtension%3A%3AQueueWizard-tp31152632p31218472.html

Okay I’m done on my own …

if someone take care

/opt/rt3/share/html/QueueWizard/Admin/index.html

Replace all entrys with _owners by _(your group for the admin queue)
*without the brackets

and all entrys with _support by _( your group for the users in the queue)

best regards john s.

View this message in context: http://old.nabble.com/Basic-Comprehension-Question-RT%3AExtension%3A%3AQueueWizard-tp31152632p31228294.html

Okay i’m done on my own

In case someone cares

Edit the /opt/rt3/share/html/QueueWizard/Admin/index.html File:

Replace all _owners entrys for your own admin group ( for example: _admins)

Replace all _support entrys for your own user group (for example: _user )

best regards john s.
View this message in context: http://old.nabble.com/-solved-RT-Extension-QueueWizard%3AChange-the-the-predefined-User-Groups-tp31152632p31236045.html