No confirmation mail on closing a ticket

I have following problem. I’ve received an email from another RT. If I mark the request on my side as completed, my RT sends the other RT an email that the ticked is now closed. So if the other RT receives this e-mail, it automatically sends back an email as a receive-confirmation and re-opens their ticket. So we have a nice never ending round-robin system.

Solution = ?

Hi Uli,

You have a couple options, depending on your requirements:

  1. Reject the ticket when you see that another RT instance is talking back. Rejecting doesn’t send mail.

  2. Remove the requestor e-mail address, resolve the ticket, and put the requestor address back in the ticket. This is more work, but allows you to keep the requestor address and get the ticket into the resolved state.

These are the options we use, anyway. I’m sure there are others…

Sincerely,
Frank Pater
DCANet
http://www.dca.net
voice: 888-4-DCANET (888-432-2638)
fax: 302-426-6386On Thu, Jun 08, 2006 at 05:55:23PM +0200, Uli Stärk wrote:

I have following problem. I’ve received an email from another RT. If I mark the request on my side as completed, my RT sends the other RT an email that the ticked is now closed. So if the other RT receives this e-mail, it automatically sends back an email as a receive-confirmation and re-opens their ticket. So we have a nice never ending round-robin system.

Solution = ?


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Hi Uli,

You have a couple options, depending on your requirements:

  1. Reject the ticket when you see that another RT instance is talking back. Rejecting doesn’t send mail.

  2. Remove the requestor e-mail address, resolve the ticket, and put the requestor address back in the ticket. This is more work, but allows you to keep the requestor address and get the ticket into the resolved state.

These are the options we use, anyway. I’m sure there are others…

Sincerely,
Frank Pater
DCANet
http://www.dca.net
voice: 888-4-DCANET (888-432-2638)
fax: 302-426-6386

I have following problem. I’ve received an email from another RT. If I mark the request on my side as completed, my RT sends the other RT an email that the ticked is now closed. So if the other RT receives this e-mail, it automatically sends back an email as a receive-confirmation and re-opens their ticket. So we have a nice never ending round-robin system.

Solution = ?


http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

We’re hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html



http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

We’re hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html

Drew Barnes
Applications Analyst
Raymond Walters College
University of Cincinnati

Hi,

Imagine that I have a group, non_experts, where I keep people who can
logon to RT web site, can post tickets, can see certain queues (but not
all) and can search tickets in those queues (but not all). Those users
should be able to change their password, but not modify rest of profile.

I figured out that unprivileged users who are given right "Modify self"
will be able to change password but not rest of profile.

I also figured out that if in a queue I gile the right “SeeQueue” to
unprivileged users, they they will be able to see the queue when they
click “Create ticket” button.

But how can I give them the right to search the ticket database? They
should be able to search the queues which give them “See queue” privilege.

Tomasz Wlodek | tel 631-344-7448
Brookhaven Laboratory, Building 510M | fax 631-344-7616
Upton NY 11973-5000 |

Ok, If I did not express myself clearly:

right now unprivileges users can only modify their passwords, but not rest
of profile, and they are not allowed to search ticket database.

If I make them privileged they can search the tickets, but also can modify
their profile.

I want middle road: I want users be able to search tickets, but I do not
want them to change their profile, exept password.

How to do this?

Tomasz Wlodek | tel 631-344-7448
Brookhaven Laboratory, Building 510M | fax 631-344-7616
Upton NY 11973-5000 |On Thu, 8 Jun 2006, Tomasz Wlodek wrote:

Hi,

Imagine that I have a group, non_experts, where I keep people who can
logon to RT web site, can post tickets, can see certain queues (but not
all) and can search tickets in those queues (but not all). Those users
should be able to change their password, but not modify rest of profile.

I figured out that unprivileged users who are given right "Modify self"
will be able to change password but not rest of profile.

I also figured out that if in a queue I gile the right “SeeQueue” to
unprivileged users, they they will be able to see the queue when they
click “Create ticket” button.

But how can I give them the right to search the ticket database? They
should be able to search the queues which give them “See queue” privilege.

Tomasz Wlodek | tel 631-344-7448
Brookhaven Laboratory, Building 510M | fax 631-344-7616
Upton NY 11973-5000 |