Some Implementation Questions

Hello,

We have just installed RT and are trying to roll it out to our
internal folks. At a demo yesterday, some of our senior members had a
number of questions about RT’s capabilities. I was able to answer some
based on research, but here are a couple outstanding ones I couldn’t
answer. Does anyone here know answers to some of these questions?

1.) We’d like to keep users who create tickets from being able to
assign those tickets an owner. (The owner would be assigned either
automatically via Scrips or manually via a separate queue manager.) I
understand that the “Modify Ticket” priv keeps users from changing an
existing ticket’s owner, but it still seems to allow a user to create
a ticket and immediately assign that new ticket an owner on the same
screen. Is there a way we can remove that capability, or maybe even
remove that owner drop-down from the new ticket display altogether?

2.) Is there any way to include screenshots (or other images) in the
ticket body? I see there is a multitude of options for rich text
display, including a “paste from Word” but I don’t see anything about
images. When pasting an image from Word, it just shows up blank,
although the blank image is the correct size. It looks like it’s
trying real hard to make it work. Is this something that is being
worked on, or is it technically not feasible?

3.) I see the group priv “Create Group Dashboard” but I don’t see how
one actually does create a Group Dashboard (as opposed to a personal
or System dashboard). I can’t find anything in the interface. Googling
this feature yields nothing. Dashboads aren’t in the RT Essentials
book at all. Is there any reference out there for configuring Group
Dashboards specifically?

Thanks in advance,
AJ

AJ,

Yes, yes, and yes.

!) there are a number of ways to do this. You can modify the tickete create
html file to drop owners from the display OR simply write a global scrip to
force “Nobody” into the Owner field (a more simple answer).

  1. Not much experience with it, but I believe so. I think I have a few users
    thathave done that. I’ll check it out.

  2. You can set rights for Group Dashboards by goin to
    Configuration->Group-=>FroupRights, There you will see all the rights
    associated with Group Dashboards.

If you have anymore questions, I’d be happy to help you out.

Hope this helps.

Kenn
LBNLOn Thu, Jun 17, 2010 at 6:14 AM, AJ Ferrigno aj.ferrigno@gmail.com wrote:

Hello,

We have just installed RT and are trying to roll it out to our
internal folks. At a demo yesterday, some of our senior members had a
number of questions about RT’s capabilities. I was able to answer some
based on research, but here are a couple outstanding ones I couldn’t
answer. Does anyone here know answers to some of these questions?

1.) We’d like to keep users who create tickets from being able to
assign those tickets an owner. (The owner would be assigned either
automatically via Scrips or manually via a separate queue manager.) I
understand that the “Modify Ticket” priv keeps users from changing an
existing ticket’s owner, but it still seems to allow a user to create
a ticket and immediately assign that new ticket an owner on the same
screen. Is there a way we can remove that capability, or maybe even
remove that owner drop-down from the new ticket display altogether?

2.) Is there any way to include screenshots (or other images) in the
ticket body? I see there is a multitude of options for rich text
display, including a “paste from Word” but I don’t see anything about
images. When pasting an image from Word, it just shows up blank,
although the blank image is the correct size. It looks like it’s
trying real hard to make it work. Is this something that is being
worked on, or is it technically not feasible?

3.) I see the group priv “Create Group Dashboard” but I don’t see how
one actually does create a Group Dashboard (as opposed to a personal
or System dashboard). I can’t find anything in the interface. Googling
this feature yields nothing. Dashboads aren’t in the RT Essentials
book at all. Is there any reference out there for configuring Group
Dashboards specifically?

Thanks in advance,
AJ

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

2.) Is there any way to include screenshots (or other images) in the
ticket body? I see there is a multitude of options for rich text
display, including a “paste from Word” but I don’t see anything about
Just upload the image as an attachment.

Kenneth, thanks for your help.

I know there are the Group Rights for the Group Dashboard. I am
logging in as root, which has access to everything in the Global ->
Group Rights section (which looks to be the same as the Groups-> Group
Rights section). I still don’t see where to go to create that Group
Dashboard once I have those rights. I can create a personal or System
dashboard, but not a Group one. Where is the option for this?

Jarrad,

2.) Is there any way to include screenshots (or other images) in the
ticket body? I see there is a multitude of options for rich text
display, including a “paste from Word” but I don’t see anything about
Just upload the image as an attachment.

I know we can upload attachments, this would be fine for me
personally, but the bigwigs just want to copy and paste directly into
the body like they can with e-mail. Pasting into a file (which,
knowing them, would be Word), saving it, then attaching it to the
ticket is “too much work” and honestly I wouldn’t want them to do it
that way anyway. Technically speaking, maybe it would be a nice
enhancement to automatically convert rich text images into
attachments, the same way RT handles tags in HTML e-mail. Is
this possible?

Thanks again,
AJOn Thu, Jun 17, 2010 at 10:56 AM, Kenneth Crocker kfcrocker@lbl.gov wrote:

AJ,

Yes, yes, and yes.

!) there are a number of ways to do this. You can modify the tickete create
html file to drop owners from the display OR simply write a global scrip to
force “Nobody” into the Owner field (a more simple answer).

  1. Not much experience with it, but I believe so. I think I have a few users
    thathave done that. I’ll check it out.

  2. You can set rights for Group Dashboards by goin to
    Configuration->Group-=>FroupRights, There you will see all the rights
    associated with Group Dashboards.

If you have anymore questions, I’d be happy to help you out.

Hope this helps.

Kenn
LBNL

On Thu, Jun 17, 2010 at 6:14 AM, AJ Ferrigno aj.ferrigno@gmail.com wrote:

Hello,

We have just installed RT and are trying to roll it out to our
internal folks. At a demo yesterday, some of our senior members had a
number of questions about RT’s capabilities. I was able to answer some
based on research, but here are a couple outstanding ones I couldn’t
answer. Does anyone here know answers to some of these questions?

1.) We’d like to keep users who create tickets from being able to
assign those tickets an owner. (The owner would be assigned either
automatically via Scrips or manually via a separate queue manager.) I
understand that the “Modify Ticket” priv keeps users from changing an
existing ticket’s owner, but it still seems to allow a user to create
a ticket and immediately assign that new ticket an owner on the same
screen. Is there a way we can remove that capability, or maybe even
remove that owner drop-down from the new ticket display altogether?

2.) Is there any way to include screenshots (or other images) in the
ticket body? I see there is a multitude of options for rich text
display, including a “paste from Word” but I don’t see anything about
images. When pasting an image from Word, it just shows up blank,
although the blank image is the correct size. It looks like it’s
trying real hard to make it work. Is this something that is being
worked on, or is it technically not feasible?

3.) I see the group priv “Create Group Dashboard” but I don’t see how
one actually does create a Group Dashboard (as opposed to a personal
or System dashboard). I can’t find anything in the interface. Googling
this feature yields nothing. Dashboads aren’t in the RT Essentials
book at all. Is there any reference out there for configuring Group
Dashboards specifically?

Thanks in advance,
AJ

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

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

2.) Is there any way to include screenshots (or other images) in the
ticket body? I see there is a multitude of options for rich text
display, including a “paste from Word” but I don’t see anything about
Just upload the image as an attachment.

I know we can upload attachments, this would be fine for me
personally, but the bigwigs just want to copy and paste directly into
the body like they can with e-mail. Pasting into a file (which,
If they want “like email,” then why don’t they just send an email?
If the bigwigs are not so technically adept, why expose them to
the intricacies of the web interface?

AJ,

It works just like saved searches. You have to be a member of a specific
group in order to save a dashboard for the group. Just like you have to be a
member of a group to save a search for that group.

When you create a new dashboard, there is a drop-down selection for where
you want to save it (ie. My Dashboards, "Group-name Dashboards, etc.). If
you don’t see anything except “My Dashboards”, then you aren’t a member of a
group, which is odd by itself. I truly hope you are not granting rights to
individuals. I hope you are only granting rights to groups and adding
members to those groups. Unless you only have a few users, the rights
maintenance for every individual user will be horrendous. Just a thought.

Kenn
LBNLOn Thu, Jun 17, 2010 at 8:46 AM, AJ Ferrigno aj.ferrigno@gmail.com wrote:

Kenneth, thanks for your help.

I know there are the Group Rights for the Group Dashboard. I am
logging in as root, which has access to everything in the Global ->
Group Rights section (which looks to be the same as the Groups-> Group
Rights section). I still don’t see where to go to create that Group
Dashboard once I have those rights. I can create a personal or System
dashboard, but not a Group one. Where is the option for this?

Jarrad,

2.) Is there any way to include screenshots (or other images) in the
ticket body? I see there is a multitude of options for rich text
display, including a “paste from Word” but I don’t see anything about
Just upload the image as an attachment.

I know we can upload attachments, this would be fine for me
personally, but the bigwigs just want to copy and paste directly into
the body like they can with e-mail. Pasting into a file (which,
knowing them, would be Word), saving it, then attaching it to the
ticket is “too much work” and honestly I wouldn’t want them to do it
that way anyway. Technically speaking, maybe it would be a nice
enhancement to automatically convert rich text images into
attachments, the same way RT handles tags in HTML e-mail. Is
this possible?

Thanks again,
AJ

On Thu, Jun 17, 2010 at 10:56 AM, Kenneth Crocker kfcrocker@lbl.gov wrote:

AJ,

Yes, yes, and yes.

!) there are a number of ways to do this. You can modify the tickete
create
html file to drop owners from the display OR simply write a global scrip
to
force “Nobody” into the Owner field (a more simple answer).

  1. Not much experience with it, but I believe so. I think I have a few
    users
    thathave done that. I’ll check it out.

  2. You can set rights for Group Dashboards by goin to
    Configuration->Group-=>FroupRights, There you will see all the rights
    associated with Group Dashboards.

If you have anymore questions, I’d be happy to help you out.

Hope this helps.

Kenn
LBNL

On Thu, Jun 17, 2010 at 6:14 AM, AJ Ferrigno aj.ferrigno@gmail.com wrote:

Hello,

We have just installed RT and are trying to roll it out to our
internal folks. At a demo yesterday, some of our senior members had a
number of questions about RT’s capabilities. I was able to answer some
based on research, but here are a couple outstanding ones I couldn’t
answer. Does anyone here know answers to some of these questions?

1.) We’d like to keep users who create tickets from being able to
assign those tickets an owner. (The owner would be assigned either
automatically via Scrips or manually via a separate queue manager.) I
understand that the “Modify Ticket” priv keeps users from changing an
existing ticket’s owner, but it still seems to allow a user to create
a ticket and immediately assign that new ticket an owner on the same
screen. Is there a way we can remove that capability, or maybe even
remove that owner drop-down from the new ticket display altogether?

2.) Is there any way to include screenshots (or other images) in the
ticket body? I see there is a multitude of options for rich text
display, including a “paste from Word” but I don’t see anything about
images. When pasting an image from Word, it just shows up blank,
although the blank image is the correct size. It looks like it’s
trying real hard to make it work. Is this something that is being
worked on, or is it technically not feasible?

3.) I see the group priv “Create Group Dashboard” but I don’t see how
one actually does create a Group Dashboard (as opposed to a personal
or System dashboard). I can’t find anything in the interface. Googling
this feature yields nothing. Dashboads aren’t in the RT Essentials
book at all. Is there any reference out there for configuring Group
Dashboards specifically?

Thanks in advance,
AJ

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

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

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

Hi Kenn,

Ah, that’s what I was missing. You can create a Group Dashboard for
only those groups you are a member of. I was playing around with Root,
having every priv granted to it EXCEPT for groups, thinking it could
do anything. Of course, regular users are granted to groups. I should
probably also grant Root to an admin group and grant that group a
member to every other group as well so root user(s) can truly do
everything.

Again, thanks for your help, didn’t see this tidbit anywhere else.On Thu, Jun 17, 2010 at 1:01 PM, Kenneth Crocker kfcrocker@lbl.gov wrote:

AJ,

It works just like saved searches. You have to be a member of a specific
group in order to save a dashboard for the group. Just like you have to be a
member of a group to save a search for that group.

When you create a new dashboard, there is a drop-down selection for where
you want to save it (ie. My Dashboards, "Group-name Dashboards, etc.). If
you don’t see anything except “My Dashboards”, then you aren’t a member of a
group, which is odd by itself. I truly hope you are not granting rights to
individuals. I hope you are only granting rights to groups and adding
members to those groups. Unless you only have a few users, the rights
maintenance for every individual user will be horrendous. Just a thought.

Kenn
LBNL

On Thu, Jun 17, 2010 at 8:46 AM, AJ Ferrigno aj.ferrigno@gmail.com wrote:

Kenneth, thanks for your help.

I know there are the Group Rights for the Group Dashboard. I am
logging in as root, which has access to everything in the Global ->
Group Rights section (which looks to be the same as the Groups-> Group
Rights section). I still don’t see where to go to create that Group
Dashboard once I have those rights. I can create a personal or System
dashboard, but not a Group one. Where is the option for this?

Jarrad,

2.) Is there any way to include screenshots (or other images) in the
ticket body? I see there is a multitude of options for rich text
display, including a “paste from Word” but I don’t see anything about
Just upload the image as an attachment.

I know we can upload attachments, this would be fine for me
personally, but the bigwigs just want to copy and paste directly into
the body like they can with e-mail. Pasting into a file (which,
knowing them, would be Word), saving it, then attaching it to the
ticket is “too much work” and honestly I wouldn’t want them to do it
that way anyway. Technically speaking, maybe it would be a nice
enhancement to automatically convert rich text images into
attachments, the same way RT handles tags in HTML e-mail. Is
this possible?

Thanks again,
AJ

On Thu, Jun 17, 2010 at 10:56 AM, Kenneth Crocker kfcrocker@lbl.gov wrote:

AJ,

Yes, yes, and yes.

!) there are a number of ways to do this. You can modify the tickete
create
html file to drop owners from the display OR simply write a global scrip
to
force “Nobody” into the Owner field (a more simple answer).

  1. Not much experience with it, but I believe so. I think I have a few
    users
    thathave done that. I’ll check it out.

  2. You can set rights for Group Dashboards by goin to
    Configuration->Group-=>FroupRights, There you will see all the rights
    associated with Group Dashboards.

If you have anymore questions, I’d be happy to help you out.

Hope this helps.

Kenn
LBNL

On Thu, Jun 17, 2010 at 6:14 AM, AJ Ferrigno aj.ferrigno@gmail.com wrote:

Hello,

We have just installed RT and are trying to roll it out to our
internal folks. At a demo yesterday, some of our senior members had a
number of questions about RT’s capabilities. I was able to answer some
based on research, but here are a couple outstanding ones I couldn’t
answer. Does anyone here know answers to some of these questions?

1.) We’d like to keep users who create tickets from being able to
assign those tickets an owner. (The owner would be assigned either
automatically via Scrips or manually via a separate queue manager.) I
understand that the “Modify Ticket” priv keeps users from changing an
existing ticket’s owner, but it still seems to allow a user to create
a ticket and immediately assign that new ticket an owner on the same
screen. Is there a way we can remove that capability, or maybe even
remove that owner drop-down from the new ticket display altogether?

2.) Is there any way to include screenshots (or other images) in the
ticket body? I see there is a multitude of options for rich text
display, including a “paste from Word” but I don’t see anything about
images. When pasting an image from Word, it just shows up blank,
although the blank image is the correct size. It looks like it’s
trying real hard to make it work. Is this something that is being
worked on, or is it technically not feasible?

3.) I see the group priv “Create Group Dashboard” but I don’t see how
one actually does create a Group Dashboard (as opposed to a personal
or System dashboard). I can’t find anything in the interface. Googling
this feature yields nothing. Dashboads aren’t in the RT Essentials
book at all. Is there any reference out there for configuring Group
Dashboards specifically?

Thanks in advance,
AJ

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

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

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

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

Jerrad,

I suppose I could advocate sending an e-mail in to create a ticket
with screenshots, but then we’d have to set up a mail address for each
queue (as I understand how it works) when currently we would only have
a mailbox for a certain limited number of queues. Not a big deal I
guess. Also, we are trying to capture some custom fields upon ticket
creation, a couple of which should be required, and I’m not sure it’s
possible to do that via e-mail? (or if it were via some structured
text, I’m not sure it’s possible to expect those same users to adhere
to those rules every time). Although I guess I could make it the queue
manager’s (or eventual owner’s) job to “fill in” those custom fields
based on the e-mail’s text.

Thanks for the help.On Thu, Jun 17, 2010 at 11:59 AM, Jerrad Pierce jpierce@cambridgeenergyalliance.org wrote:

2.) Is there any way to include screenshots (or other images) in the
ticket body? I see there is a multitude of options for rich text
display, including a “paste from Word” but I don’t see anything about
Just upload the image as an attachment.

I know we can upload attachments, this would be fine for me
personally, but the bigwigs just want to copy and paste directly into
the body like they can with e-mail. Pasting into a file (which,
If they want “like email,” then why don’t they just send an email?
If the bigwigs are not so technically adept, why expose them to
the intricacies of the web interface?

Jerrad,

I suppose I could advocate sending an e-mail in to create a ticket
with screenshots, but then we’d have to set up a mail address for each
queue (as I understand how it works) when currently we would only have
a mailbox for a certain limited number of queues. Not a big deal I
guess. Also, we are trying to capture some custom fields upon ticket
Not at all, you can have rtmailgate use the address extension to
specify the queue.

Network problem? email rt+network@example.com
Suggestion? talk to rt+suggestion@example.com
Leaky faucet? gripe at rt+janitor@example.com

creation, a couple of which should be required, and I’m not sure it’s
possible to do that via e-mail? (or if it were via some structured
text, I’m not sure it’s possible to expect those same users to adhere
to those rules every time). Although I guess I could make it the queue
There is an extension for manipulating custom fields via email.

AJ,

Why not just give yout UserId the SuperUSer privilege so you can sign on as
yourself and see everything as though you are root. You can also add
yourself to groups, etc. as well. Less hassle.

For me, once we have done an install, I sign on as root, grant myself the
SuperUser privilege then never bother with root again.

Hope this helps.

Kenn
LBNLOn Thu, Jun 17, 2010 at 11:36 AM, AJ Ferrigno aj.ferrigno@gmail.com wrote:

Hi Kenn,

Ah, that’s what I was missing. You can create a Group Dashboard for
only those groups you are a member of. I was playing around with Root,
having every priv granted to it EXCEPT for groups, thinking it could
do anything. Of course, regular users are granted to groups. I should
probably also grant Root to an admin group and grant that group a
member to every other group as well so root user(s) can truly do
everything.

Again, thanks for your help, didn’t see this tidbit anywhere else.

On Thu, Jun 17, 2010 at 1:01 PM, Kenneth Crocker kfcrocker@lbl.gov wrote:

AJ,

It works just like saved searches. You have to be a member of a specific
group in order to save a dashboard for the group. Just like you have to
be a
member of a group to save a search for that group.

When you create a new dashboard, there is a drop-down selection for where
you want to save it (ie. My Dashboards, "Group-name Dashboards, etc.). If
you don’t see anything except “My Dashboards”, then you aren’t a member
of a
group, which is odd by itself. I truly hope you are not granting rights
to
individuals. I hope you are only granting rights to groups and adding
members to those groups. Unless you only have a few users, the rights
maintenance for every individual user will be horrendous. Just a thought.

Kenn
LBNL

On Thu, Jun 17, 2010 at 8:46 AM, AJ Ferrigno aj.ferrigno@gmail.com wrote:

Kenneth, thanks for your help.

I know there are the Group Rights for the Group Dashboard. I am
logging in as root, which has access to everything in the Global ->
Group Rights section (which looks to be the same as the Groups-> Group
Rights section). I still don’t see where to go to create that Group
Dashboard once I have those rights. I can create a personal or System
dashboard, but not a Group one. Where is the option for this?

Jarrad,

2.) Is there any way to include screenshots (or other images) in the
ticket body? I see there is a multitude of options for rich text
display, including a “paste from Word” but I don’t see anything about
Just upload the image as an attachment.

I know we can upload attachments, this would be fine for me
personally, but the bigwigs just want to copy and paste directly into
the body like they can with e-mail. Pasting into a file (which,
knowing them, would be Word), saving it, then attaching it to the
ticket is “too much work” and honestly I wouldn’t want them to do it
that way anyway. Technically speaking, maybe it would be a nice
enhancement to automatically convert rich text images into
attachments, the same way RT handles tags in HTML e-mail. Is
this possible?

Thanks again,
AJ

On Thu, Jun 17, 2010 at 10:56 AM, Kenneth Crocker kfcrocker@lbl.gov wrote:

AJ,

Yes, yes, and yes.

!) there are a number of ways to do this. You can modify the tickete
create
html file to drop owners from the display OR simply write a global
scrip

to
force “Nobody” into the Owner field (a more simple answer).

  1. Not much experience with it, but I believe so. I think I have a few
    users
    thathave done that. I’ll check it out.

  2. You can set rights for Group Dashboards by goin to
    Configuration->Group-=>FroupRights, There you will see all the rights
    associated with Group Dashboards.

If you have anymore questions, I’d be happy to help you out.

Hope this helps.

Kenn
LBNL

On Thu, Jun 17, 2010 at 6:14 AM, AJ Ferrigno aj.ferrigno@gmail.com wrote:

Hello,

We have just installed RT and are trying to roll it out to our
internal folks. At a demo yesterday, some of our senior members had a
number of questions about RT’s capabilities. I was able to answer
some

based on research, but here are a couple outstanding ones I couldn’t
answer. Does anyone here know answers to some of these questions?

1.) We’d like to keep users who create tickets from being able to
assign those tickets an owner. (The owner would be assigned either
automatically via Scrips or manually via a separate queue manager.) I
understand that the “Modify Ticket” priv keeps users from changing an
existing ticket’s owner, but it still seems to allow a user to create
a ticket and immediately assign that new ticket an owner on the same
screen. Is there a way we can remove that capability, or maybe even
remove that owner drop-down from the new ticket display altogether?

2.) Is there any way to include screenshots (or other images) in the
ticket body? I see there is a multitude of options for rich text
display, including a “paste from Word” but I don’t see anything about
images. When pasting an image from Word, it just shows up blank,
although the blank image is the correct size. It looks like it’s
trying real hard to make it work. Is this something that is being
worked on, or is it technically not feasible?

3.) I see the group priv “Create Group Dashboard” but I don’t see how
one actually does create a Group Dashboard (as opposed to a personal
or System dashboard). I can’t find anything in the interface.
Googling

this feature yields nothing. Dashboads aren’t in the RT Essentials
book at all. Is there any reference out there for configuring Group
Dashboards specifically?

Thanks in advance,
AJ

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

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

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

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

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