Some random questions


#1

Hi all,

we just upgraded to a brand-spanking-new 3.8 and we love it (well,
technically, I do and that is just as well).

I have a few more or less random questions, though:

  1. Can I make RT not auto-append my signature when commenting? It is
    only useful when I reply.

  2. We had RT set up to default to reply, not comment, when eesolving a
    ticket. Seems that got lost in the upgrade and I don’t know where to
    find it.

  3. Can I edit what is shown in the quick ticket creation? I only need a
    few queues to quick create in with one queue receiving 99% of the
    tickets. Also, I would want to be able to create tickets for everyone,
    not just myself & Nobody.

Thanks a lot :slight_smile:
Richard


#2

Richard,

When you say "create tickets for everyone" do you mean in all queues or 

to be able to choose an owner when creating a ticket? Whatever group you
are in would need the following rights:

1) "CreateTicket" along with "SeeQueue" would need to be granted to 

your group for (Config->Queues->Select Queue->Group Rights) for EACH
queue you want to create a ticket in.
2) “OwnTicket” would need to be granted to your group for
(Config->Queues->Select Queue->Group Rights) for EACH queue you want to
be able to own tickets in.
3) “TakeTicket” would need to be granted to your group for
(Config->Queues->Select Queue->Group Rights) for EACH queue you want to
"Take Ownership" of tickets in.

Hope this helps.

Kenn
LBNLOn 7/14/2008 3:32 PM, Richard Hartmann wrote:

Hi all,

we just upgraded to a brand-spanking-new 3.8 and we love it (well,
technically, I do and that is just as well).

I have a few more or less random questions, though:

  1. Can I make RT not auto-append my signature when commenting? It is
    only useful when I reply.

  2. We had RT set up to default to reply, not comment, when eesolving a
    ticket. Seems that got lost in the upgrade and I don’t know where to
    find it.

  3. Can I edit what is shown in the quick ticket creation? I only need a
    few queues to quick create in with one queue receiving 99% of the
    tickets. Also, I would want to be able to create tickets for everyone,
    not just myself & Nobody.

Thanks a lot :slight_smile:
Richard


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#3
   When you say "create tickets for everyone" do you mean in all queues

or to be able to choose an owner when creating a ticket? Whatever group you
are in would need the following rights:

I both want to be able to create tickets for other users (so they own them)
and be able to restrict the choice of queues to choose from (atm, I see all
queues, but I only need to quick create in a few of them).

   Hope this helps.

I have full rights on everything, so I am not sure if I can restrict the
choice in that way.

Another question I thought of: I want to bookmark all tickets that I create
and which I do not own. Is that possible? That way, I can easily keep
track of all work I assign (I am not necessarily the requestor on tickets
that I create [for others]).

Richard


#4

Richard,

It sounded like you wanted those rights yourself. Now it sounds like 

you have all the rights, but you want to grant rights for others, but in
a limited way. Is that correct?

Kenn
LBNLOn 7/14/2008 4:18 PM, Richard Hartmann wrote:

On Tue, Jul 15, 2008 at 01:01, Kenneth Crocker KFCrocker@lbl.gov wrote:

   When you say "create tickets for everyone" do you mean in all queues

or to be able to choose an owner when creating a ticket? Whatever group you
are in would need the following rights:

I both want to be able to create tickets for other users (so they own them)
and be able to restrict the choice of queues to choose from (atm, I see all
queues, but I only need to quick create in a few of them).

   Hope this helps.

I have full rights on everything, so I am not sure if I can restrict the
choice in that way.

Another question I thought of: I want to bookmark all tickets that I create
and which I do not own. Is that possible? That way, I can easily keep
track of all work I assign (I am not necessarily the requestor on tickets
that I create [for others]).

Richard


#5
   It sounded like you wanted those rights yourself. Now it sounds like

you have all the rights, but you want to grant rights for others, but in a
limited way. Is that correct?

I said ‘I only need a few queues’, but I can see how this could be
misinterpreted, sorry. I do have all the rights and I want a way to restrict
the options shown in quick creation. I still need all of them for normal
creation. If this is not feasible, I should perhaps file a wishlist item with
the devs.

Richard