RT Question

RT Developers
1

Is it possible to modify the email templates that are sent? We’d like
to customize them a little so they are a little bit more user friendly
for the end users who receive the messages. I this possible?

Regards,

Michael T. Cronin

2

Michael T. Cronin wrote:

Is it possible to modify the email templates that are sent? We’d like
to customize them a little so they are a little bit more user friendly
for the end users who receive the messages. I this possible?

Configuration->Global->Templates

(this question belongs on rt-users, not -devel.)
Phil Homewood, Systems Janitor, www.SnapGear.com
pdh@snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - Custom Embedded Solutions and Security Appliances

3

VERSION: 1.0.2pre2
SYSTEM: SunOS olympus 5.7 Generic_106541-08 sun4m sparc SUNW,SPARCstation-20
PERL: 5.0 patchlevel 4 subversion 4
BROWSER: netscape 4.61
LOCALMODS: NONE

My sysadmin team is looking at RT for our small group to use to better support
our users. We had one question and I haven’t been able to find out through
code digging. (Could be because I am just learning perl )

We would like to have default assignees to different “Areas”. ie: Under
the admin queue we have licensing, accounts, etc. We would like licensing
to go to one subset of the admin team while accounts goes to another.

Is there a way to do this?

I appreciate any advice you could give me.

Regards,
Chris

  •                                          |   When you give a lesson   *
  • Chris Blackmor _______ | in meanness *
  • Advanced Micro Devices ____ | | to a critter or a person, *
  • Phone: (512) 602-1608 /| | | | don’t be surprised *
  • Fax: (512) 602-5155 | |___| | | if they learn their *
  • Email: chris.blackmor@amd.com |____/ | | lesson *
  •                                          |              Author Unknown*

  •                 My comments are mine, and mine alone.                 *
4

Sounds like you want to set up different queues for those things, actually.

JesseOn Tue, Mar 07, 2000 at 09:59:29AM -0600, Chris Blackmor wrote:

VERSION: 1.0.2pre2
SYSTEM: SunOS olympus 5.7 Generic_106541-08 sun4m sparc SUNW,SPARCstation-20
PERL: 5.0 patchlevel 4 subversion 4
BROWSER: netscape 4.61
LOCALMODS: NONE

My sysadmin team is looking at RT for our small group to use to better support
our users. We had one question and I haven’t been able to find out through
code digging. (Could be because I am just learning perl )

We would like to have default assignees to different “Areas”. ie: Under
the admin queue we have licensing, accounts, etc. We would like licensing
to go to one subset of the admin team while accounts goes to another.

Is there a way to do this?

I appreciate any advice you could give me.

Regards,
Chris

  •                                          |   When you give a lesson   *
  • Chris Blackmor _______ | in meanness *
  • Advanced Micro Devices ____ | | to a critter or a person, *
  • Phone: (512) 602-1608 /| | | | don’t be surprised *
  • Fax: (512) 602-5155 | |___| | | if they learn their *
  • Email: chris.blackmor@amd.com |____/ | | lesson *
  •                                          |              Author Unknown*

  •                 My comments are mine, and mine alone.                 *

rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

jesse reed vincent – jrvincent@wesleyan.edu – jesse@fsck.com
pgp keyprint: 50 41 9C 03 D0 BC BC C8 2C B9 77 26 6F E1 EB 91
Pelcgb-serrqbz abj!

5

I had thought of that but there is a strong possibility that if we really
like it that our California admin team may use it too which would require
a different queue for CA vs. TX.

I guess I’m outta luck on this request, huh?

Thanks again for your time.
C-On Tue, Mar 07, 2000 at 11:02:48AM -0500, Jesse wrote:

Sounds like you want to set up different queues for those things, actually.

Jesse
On Tue, Mar 07, 2000 at 09:59:29AM -0600, Chris Blackmor wrote:

VERSION: 1.0.2pre2
SYSTEM: SunOS olympus 5.7 Generic_106541-08 sun4m sparc SUNW,SPARCstation-20
PERL: 5.0 patchlevel 4 subversion 4
BROWSER: netscape 4.61
LOCALMODS: NONE

My sysadmin team is looking at RT for our small group to use to better support
our users. We had one question and I haven’t been able to find out through
code digging. (Could be because I am just learning perl )

We would like to have default assignees to different “Areas”. ie: Under
the admin queue we have licensing, accounts, etc. We would like licensing
to go to one subset of the admin team while accounts goes to another.

Is there a way to do this?

I appreciate any advice you could give me.

Regards,
Chris

  •                                          |   When you give a lesson   *
  • Chris Blackmor _______ | in meanness *
  • Advanced Micro Devices ____ | | to a critter or a person, *
  • Phone: (512) 602-1608 /| | | | don’t be surprised *
  • Fax: (512) 602-5155 | |___| | | if they learn their *
  • Email: chris.blackmor@amd.com |____/ | | lesson *
  •                                          |              Author Unknown*

  •                 My comments are mine, and mine alone.                 *

rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

–
jesse reed vincent – jrvincent@wesleyan.edu – jesse@fsck.com
pgp keyprint: 50 41 9C 03 D0 BC BC C8 2C B9 77 26 6F E1 EB 91

Pelcgb-serrqbz abj!

  •                                          |   When you give a lesson   *
  • Chris Blackmor _______ | in meanness *
  • Advanced Micro Devices ____ | | to a critter or a person, *
  • Phone: (512) 602-1608 /| | | | don’t be surprised *
  • Fax: (512) 602-5155 | |___| | | if they learn their *
  • Email: chris.blackmor@amd.com |____/ | | lesson *
  •                                          |              Author Unknown*

  •                 My comments are mine, and mine alone.                 *
6

I had thought of that but there is a strong possibility that if we really
like it that our California admin team may use it too which would require
a different queue for CA vs. TX.

I guess I’m outta luck on this request, huh?

I think that you may need to do separate queues for each seperate “team” :frowning:
So I understand the question properly, you would like to have tickets automatically
get assigned to a particular user if they’re in a specific area?

jesse

Thanks again for your time.
C-

Sounds like you want to set up different queues for those things, actually.

Jesse

VERSION: 1.0.2pre2
SYSTEM: SunOS olympus 5.7 Generic_106541-08 sun4m sparc SUNW,SPARCstation-20
PERL: 5.0 patchlevel 4 subversion 4
BROWSER: netscape 4.61
LOCALMODS: NONE

My sysadmin team is looking at RT for our small group to use to better support
our users. We had one question and I haven’t been able to find out through
code digging. (Could be because I am just learning perl )

We would like to have default assignees to different “Areas”. ie: Under
the admin queue we have licensing, accounts, etc. We would like licensing
to go to one subset of the admin team while accounts goes to another.

Is there a way to do this?

I appreciate any advice you could give me.

Regards,
Chris

  •                                          |   When you give a lesson   *
  • Chris Blackmor _______ | in meanness *
  • Advanced Micro Devices ____ | | to a critter or a person, *
  • Phone: (512) 602-1608 /| | | | don’t be surprised *
  • Fax: (512) 602-5155 | |___| | | if they learn their *
  • Email: chris.blackmor@amd.com |____/ | | lesson *
  •                                          |              Author Unknown*

  •                 My comments are mine, and mine alone.                 *

rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

–
jesse reed vincent – jrvincent@wesleyan.edu – jesse@fsck.com
pgp keyprint: 50 41 9C 03 D0 BC BC C8 2C B9 77 26 6F E1 EB 91

Pelcgb-serrqbz abj!

–

  •                                          |   When you give a lesson   *
  • Chris Blackmor _______ | in meanness *
  • Advanced Micro Devices ____ | | to a critter or a person, *
  • Phone: (512) 602-1608 /| | | | don’t be surprised *
  • Fax: (512) 602-5155 | |___| | | if they learn their *
  • Email: chris.blackmor@amd.com |____/ | | lesson *
  •                                          |              Author Unknown*

  •                 My comments are mine, and mine alone.                 *

rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

jesse reed vincent – jrvincent@wesleyan.edu – jesse@fsck.com
pgp keyprint: 50 41 9C 03 D0 BC BC C8 2C B9 77 26 6F E1 EB 91
There are no supercomputer applications that are solvable that cannot be solved
in finite time using a fucking TRS-80 with approprite disk/tape drives. Zero.
-Tanj

7

Jesse,

Yeah… you got it. Since there are two small teams in two disjoint sites
that would both need the same “Areas” defined but different starting queues
it would be cool if we could assign default owners to different areas.

Thanks for the pump about “crushing the EVIL empire (Intel)”. Our stocks
actually hit an all time high just a little while ago of $60. Of course
it went back down but at least we have actually made it out of the teens! :wink:

Thanks for the feed back… BTW, my entire team loved you sig file!

C-On Tue, Mar 07, 2000 at 12:09:14PM -0500, Jesse wrote:

On Tue, Mar 07, 2000 at 10:16:29AM -0600, Chris Blackmor wrote:

I had thought of that but there is a strong possibility that if we really
like it that our California admin team may use it too which would require
a different queue for CA vs. TX.

I guess I’m outta luck on this request, huh?

I think that you may need to do separate queues for each seperate “team” :frowning:
So I understand the question properly, you would like to have tickets automatically
get assigned to a particular user if they’re in a specific area?

jesse

Thanks again for your time.
C-

On Tue, Mar 07, 2000 at 11:02:48AM -0500, Jesse wrote:

Sounds like you want to set up different queues for those things, actually.

Jesse
On Tue, Mar 07, 2000 at 09:59:29AM -0600, Chris Blackmor wrote:

VERSION: 1.0.2pre2
SYSTEM: SunOS olympus 5.7 Generic_106541-08 sun4m sparc SUNW,SPARCstation-20
PERL: 5.0 patchlevel 4 subversion 4
BROWSER: netscape 4.61
LOCALMODS: NONE

My sysadmin team is looking at RT for our small group to use to better support
our users. We had one question and I haven’t been able to find out through
code digging. (Could be because I am just learning perl )

We would like to have default assignees to different “Areas”. ie: Under
the admin queue we have licensing, accounts, etc. We would like licensing
to go to one subset of the admin team while accounts goes to another.

Is there a way to do this?

I appreciate any advice you could give me.

Regards,
Chris

  •                                          |   When you give a lesson   *
  • Chris Blackmor _______ | in meanness *
  • Advanced Micro Devices ____ | | to a critter or a person, *
  • Phone: (512) 602-1608 /| | | | don’t be surprised *
  • Fax: (512) 602-5155 | |___| | | if they learn their *
  • Email: chris.blackmor@amd.com |____/ | | lesson *
  •                                          |              Author Unknown*

  •                 My comments are mine, and mine alone.                 *

rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

–
jesse reed vincent – jrvincent@wesleyan.edu – jesse@fsck.com
pgp keyprint: 50 41 9C 03 D0 BC BC C8 2C B9 77 26 6F E1 EB 91

Pelcgb-serrqbz abj!

–

  •                                          |   When you give a lesson   *
  • Chris Blackmor _______ | in meanness *
  • Advanced Micro Devices ____ | | to a critter or a person, *
  • Phone: (512) 602-1608 /| | | | don’t be surprised *
  • Fax: (512) 602-5155 | |___| | | if they learn their *
  • Email: chris.blackmor@amd.com |____/ | | lesson *
  •                                          |              Author Unknown*

  •                 My comments are mine, and mine alone.                 *

rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

–
jesse reed vincent – jrvincent@wesleyan.edu – jesse@fsck.com
pgp keyprint: 50 41 9C 03 D0 BC BC C8 2C B9 77 26 6F E1 EB 91

There are no supercomputer applications that are solvable that cannot be solved
in finite time using a fucking TRS-80 with approprite disk/tape drives. Zero.
-Tanj

  •                                          |   When you give a lesson   *
  • Chris Blackmor _______ | in meanness *
  • Advanced Micro Devices ____ | | to a critter or a person, *
  • Phone: (512) 602-1608 /| | | | don’t be surprised *
  • Fax: (512) 602-5155 | |___| | | if they learn their *
  • Email: chris.blackmor@amd.com |____/ | | lesson *
  •                                          |              Author Unknown*

  •                 My comments are mine, and mine alone.                 *
8

Jesse,

Yeah… you got it. Since there are two small teams in two disjoint sites
that would both need the same “Areas” defined but different starting queues
it would be cool if we could assign default owners to different areas.

nod This should be possible with simple plugin code in 2.0. for now, it’s not as easy :confused:

Thanks for the pump about “crushing the EVIL empire (Intel)”.

Hey, they even compete with me. (They give away a ticketing system)

jesse

jesse reed vincent – jrvincent@wesleyan.edu – jesse@fsck.com
pgp keyprint: 50 41 9C 03 D0 BC BC C8 2C B9 77 26 6F E1 EB 91
A REAL sysadmin challenge is “resurrect five dead mailserver while so ripped
to the gills on mdma that you can’t focus on any given line of text for more
than 10 seconds continuously.”
-Nathan Mehl