How can customer (requester) set the priority of tickets

We allow our customers to keep sending their requirements as new
tickets. Some times we need to prioritize the work of a specific
customer and ask customer to let us know his/her priorities.

Is it possible that the customer who is requester can login to the self
service interface and update the relative priority of his tickets?

Is there some other way this can be accomplished.

Thanks and regards

Armaghan

Purpose-built SQL-Ledger Hosting
http://www.ledger123.com/

Free trial available.

Hi RT Users,

Just tried to export my users (Configuration -> Users -> Download as TAB delimited File) and got this error:

Request-URI Too Large

The requested URL’s length exceeds the capacity limit for this server.

Any idea how to fix this? Is this a error from RT (why the URL is so long) or can i change something at the webserver?

Thanks

Torsten

Kühne + Nagel (AG & Co.) KG, Geschäftsleitung: Hans-Georg Brinkmann (Vors.), Uwe Bielang (Stellv.), Bruno Mang, Dirk Blesius (Stellv.), Alfred Manke, Christian Marnetté (Stellv.), Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persönlich haftende Gesellschaft: Kühne & Nagel A.G., Sitz: Contern/Luxemburg Geschäftsführender Verwaltungsrat: Klaus-Michael Kühne

This looks like an RT design error. For some reason it is passing a list
containing every user’s id via the URL. If the list of users is long
enough you will certainly break something. Since you can’t select which
users to dump into the file (other than including disabled users), there’s
really no reason to have to pass the user list to the handler - it will
always dump either all users or all users that aren’t disabled.

Regards,
Gene

At 02:03 AM 4/3/2008, Ham MI-ID, Torsten Brumm wrote:

Hi RT Users,

Just tried to export my users (Configuration -> Users -> Download as TAB
delimited File) and got this error:

Request-URI Too Large

The requested URL’s length exceeds the capacity limit for this server.

Any idea how to fix this? Is this a error from RT (why the URL is so long)
or can i change something at the webserver?

Thanks

Torsten

Kühne + Nagel (AG & Co.) KG, Geschäftsleitung: Hans-Georg Brinkmann
(Vors.), Uwe Bielang (Stellv.), Bruno Mang, Dirk Blesius (Stellv.), Alfred
Manke, Christian Marnetté (Stellv.), Mark Reinhardt (Stellv.), Jens
Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928,
USt-IdNr.: DE 812773878, Persönlich haftende Gesellschaft: Kühne & Nagel
A.G., Sitz: Contern/Luxemburg Geschäftsführender Verwaltungsrat:
Klaus-Michael Kühne

Gene LeDuc, GSEC
Security Analyst
San Diego State University

Oops, now I see why the user list needs to be passed to the handler
(results of a search may not contain all users).

At 09:09 AM 4/3/2008, Gene LeDuc wrote:

This looks like an RT design error. For some reason it is passing a list
containing every user’s id via the URL. If the list of users is long
enough you will certainly break something. Since you can’t select which
users to dump into the file (other than including disabled users), there’s
really no reason to have to pass the user list to the handler - it will
always dump either all users or all users that aren’t disabled.

Regards,
Gene

At 02:03 AM 4/3/2008, Ham MI-ID, Torsten Brumm wrote:

Hi RT Users,

Just tried to export my users (Configuration -> Users -> Download as TAB
delimited File) and got this error:

Request-URI Too Large

The requested URL’s length exceeds the capacity limit for this server.

Any idea how to fix this? Is this a error from RT (why the URL is so long)
or can i change something at the webserver?

Thanks

Torsten

Kühne + Nagel (AG & Co.) KG, Geschäftsleitung: Hans-Georg Brinkmann
(Vors.), Uwe Bielang (Stellv.), Bruno Mang, Dirk Blesius (Stellv.), Alfred
Manke, Christian Marnetté (Stellv.), Mark Reinhardt (Stellv.), Jens
Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928,
USt-IdNr.: DE 812773878, Persönlich haftende Gesellschaft: Kühne & Nagel
A.G., Sitz: Contern/Luxemburg Geschäftsführender Verwaltungsrat:
Klaus-Michael Kühne

Gene LeDuc, GSEC
Security Analyst
San Diego State University

Armaghan,

The only way I know of to allow a "requestor" to see what is on their 

ticket is to grant “SeeQueue” and “ShowTicket” globally to the role
"Requestor". As to modifying a ticket. Well, We usually don’t let anyone
do that to a ticket except the owner, but if you wanted to do that, then
also grant “ModifyTicket” globally to the role “Requestor” as well. The
only drawback to the last right is that granting the “ModifyTicket"
right means the requestor can modify a BUNCH of other fields. We got
around that by creating a Custom Field named “Need-By Date” to all
tickets, set the format to only allow mm/dd/yyyy and then granted the
"ModifyCustomField” and “SeeCustomField” rights to the user-defined
groups that contain a sub-set of customers that are allowed to be
requestors for a particular queue (we have over 75 support-specific
queues). Hope this helps.

Kenn
LBNLOn 4/3/2008 1:47 AM, Armaghan Saqib wrote:

We allow our customers to keep sending their requirements as new
tickets. Some times we need to prioritize the work of a specific
customer and ask customer to let us know his/her priorities.

Is it possible that the customer who is requester can login to the self
service interface and update the relative priority of his tickets?

Is there some other way this can be accomplished.

Thanks and regards

Armaghan

Hi gene,
What does this mean exactly? No chance to export all uiser? Now workaround (dump from the db?)

Torsten

Kühne + Nagel (AG & Co.) KG, Geschäftsleitung: Hans-Georg Brinkmann (Vors.), Uwe Bielang (Stellv.), Bruno Mang, Dirk Blesius (Stellv.), Alfred Manke, Christian Marnetté (Stellv.), Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persönlich haftende Gesellschaft: Kühne & Nagel A.G., Sitz: Contern/Luxemburg Geschäftsführender Verwaltungsrat: Klaus-Michael KühneFrom: Gene LeDuc gleduc@mail.sdsu.edu
To: Ham MI-ID, Torsten Brumm
CC: rt Users RT-Users@lists.bestpractical.com
Sent: Thu Apr 03 19:07:28 2008
Subject: Re: [rt-users] [ERROR] Request-URI Too Large

Oops, now I see why the user list needs to be passed to the handler
(results of a search may not contain all users).

At 09:09 AM 4/3/2008, Gene LeDuc wrote:

This looks like an RT design error. For some reason it is passing a list
containing every user’s id via the URL. If the list of users is long
enough you will certainly break something. Since you can’t select which
users to dump into the file (other than including disabled users), there’s
really no reason to have to pass the user list to the handler - it will
always dump either all users or all users that aren’t disabled.

Regards,
Gene

At 02:03 AM 4/3/2008, Ham MI-ID, Torsten Brumm wrote:

Hi RT Users,

Just tried to export my users (Configuration → Users → Download as TAB
delimited File) and got this error:

Request-URI Too Large

The requested URL’s length exceeds the capacity limit for this server.

Any idea how to fix this? Is this a error from RT (why the URL is so long)
or can i change something at the webserver?

Thanks

Torsten

Kühne + Nagel (AG & Co.) KG, Geschäftsleitung: Hans-Georg Brinkmann
(Vors.), Uwe Bielang (Stellv.), Bruno Mang, Dirk Blesius (Stellv.), Alfred
Manke, Christian Marnetté (Stellv.), Mark Reinhardt (Stellv.), Jens
Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928,
USt-IdNr.: DE 812773878, Persönlich haftende Gesellschaft: Kühne & Nagel
A.G., Sitz: Contern/Luxemburg Geschäftsführender Verwaltungsrat:
Klaus-Michael Kühne

Gene LeDuc, GSEC
Security Analyst
San Diego State University

Torsten, I can’t see an easy workaround to do this via the web piece. I
posted a perl script a couple (or few) weeks ago that dumps a list of all
users from the command line, so if you look through the archives for the
last month or so for stuff posted by me you should find it. As a
disclaimer, the person I posted it for got an error and it didn’t work. It
does work on my Solaris box and there aren’t any funky calls in it that
should break the script, so you might want to give it a try.

Good luck,
Gene

At 10:41 AM 4/3/2008, Ham MI-ID, Torsten Brumm wrote:

Hi gene,
What does this mean exactly? No chance to export all uiser? Now workaround
(dump from the db?)

Torsten

-----Original Message-----
From: Gene LeDuc gleduc@mail.sdsu.edu
To: Ham MI-ID, Torsten Brumm
CC: rt Users RT-Users@lists.bestpractical.com
Sent: Thu Apr 03 19:07:28 2008
Subject: Re: [rt-users] [ERROR] Request-URI Too Large

Oops, now I see why the user list needs to be passed to the handler
(results of a search may not contain all users).

At 09:09 AM 4/3/2008, Gene LeDuc wrote:

This looks like an RT design error. For some reason it is passing a list
containing every user’s id via the URL. If the list of users is long
enough you will certainly break something. Since you can’t select which
users to dump into the file (other than including disabled users), there’s
really no reason to have to pass the user list to the handler - it will
always dump either all users or all users that aren’t disabled.

Regards,
Gene

At 02:03 AM 4/3/2008, Ham MI-ID, Torsten Brumm wrote:

Hi RT Users,

Just tried to export my users (Configuration → Users → Download as TAB
delimited File) and got this error:

Request-URI Too Large

The requested URL’s length exceeds the capacity limit for this server.

Any idea how to fix this? Is this a error from RT (why the URL is so long)
or can i change something at the webserver?

Thanks

Torsten

Kühne + Nagel (AG & Co.) KG, Geschäftsleitung: Hans-Georg Brinkmann
(Vors.), Uwe Bielang (Stellv.), Bruno Mang, Dirk Blesius (Stellv.), Alfred
Manke, Christian Marnetté (Stellv.), Mark Reinhardt (Stellv.), Jens
Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928,
USt-IdNr.: DE 812773878, Persönlich haftende Gesellschaft: Kühne & Nagel
A.G., Sitz: Contern/Luxemburg Geschäftsführender Verwaltungsrat:
Klaus-Michael Kühne

Kühne + Nagel (AG & Co.) KG, Geschäftsleitung: Hans-Georg Brinkmann
(Vors.), Uwe Bielang (Stellv.), Dirk Blesius (Stellv.), Bruno Mang, Alfred
Manke, Christian Marnetté (Stellv.), Mark Reinhardt (Stellv.), Jens
Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928,
USt-IdNr.: DE 812773878, Persönlich haftende Gesellschaft: Kühne & Nagel
A.G., Sitz: Contern/Luxemburg, Geschäftsführender Verwaltungsrat:
Klaus-Michael Kühne

Gene LeDuc, GSEC
Security Analyst
San Diego State University