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<p>Chris, Alex, Gentlemen:<br>
</p>
<p>Thank you for your generosity. Let me learn a little bit more
and it will give me the confidence to ask stupid questions. :)
Anyone in here would like to engage in a conference call type
group study / chat, please let me know. I have a VoIP server to
which all of us could connect to easily. <br>
</p>
<p>Thank you!<br>
Reza.<br>
</p>
<br>
<div class="moz-cite-prefix">Alex Hall wrote on 10/24/2016 5:16 PM:<br>
</div>
<blockquote
cite="mid:CA+Q8_JduaeXFs2Kx6bu+W_M2kGPuugRQxtYtWDVqKOXJRnm62A@mail.gmail.com"
type="cite">
<div dir="ltr">
<div>
<div>Customizing email notifications as in #3 is done through
the templates. As root, or a super user, go to Admin >
Templates > Select. There you'll find a table with all
the templates the system uses. Admin > Scripts is where
you can see which templates go to which events. The wiki (<a
moz-do-not-send="true"
href="http://rt-wiki.bestpractical.com">rt-wiki.bestpractical.com</a>)
has a couple helpful pages on templates, such as<br>
<a moz-do-not-send="true"
href="https://rt-wiki.bestpractical.com/wiki/TemplateSnippets">https://rt-wiki.bestpractical.com/wiki/TemplateSnippets</a><br>
<br>
</div>
You grant users the right to transfer, own, take, and steal
tickets. RT likes you to use groups rather than granting
rights on a user-by-user basis. For instance, our system has
five queues, and each queue has a queue_staff and queue_users
group. In the staff group for each queue, we grant the rights
I mentioned. This way, simply adding a user to the staff group
in their queue is enough to give them all the rights they
need.<br>
<br>
</div>
As you may have found, rights are integral to not just what
users can do with tickets, but to which tickets and queues they
can view at all. Getting to know the rights system will help a
lot.<br>
<div>
<div>
<div class="gmail_extra"><br>
<div class="gmail_quote">On Mon, Oct 24, 2016 at 5:08 PM,
Chris McClement <span dir="ltr"><<a
moz-do-not-send="true"
href="mailto:chrisis@bosberaad.com" target="_blank">chrisis@bosberaad.com</a>></span>
wrote:<br>
<blockquote class="gmail_quote" style="margin:0px 0px
0px 0.8ex;border-left:1px solid
rgb(204,204,204);padding-left:1ex">
<div dir="ltr">Hi Reza
<div><br>
</div>
<div>Welcome to RT. We're a fairly new user of the
product so have recent experience of your learning
curve!</div>
<div><br>
</div>
<div>We have a bit of a workaround in place for "2.
Suppress "RT System Itself...)" lines in the
History. We simply hide the entries with custom
css. In Admin > Tools > Theme > Custom
CSS (Advanced), we've added:</div>
<div><br>
</div>
<div>
<div>div.transaction.Ticket-<wbr>transaction.other
{</div>
<div> display: none;</div>
<div>}</div>
</div>
<div><br>
</div>
<div>This hides all those RT System messages while
leaving things like actual message
content/comments alone.</div>
<div><br>
</div>
<div>As far as "4. Assigning tickets..." goes, have
you set any of your users as "Privileged"? As far
as I remember if you are logged in as a privileged
user you should be able to assign tickets to other
privileged users.</div>
<div><br>
</div>
<div>Regards</div>
<div>Chris</div>
</div>
<br>
<div class="gmail_quote">
<div dir="ltr">On Mon, 24 Oct 2016 at 21:50 Reza
<<a moz-do-not-send="true"
href="mailto:reza.toronto@gmail.com"
target="_blank">reza.toronto@gmail.com</a>>
wrote:<br>
</div>
<blockquote class="gmail_quote" style="margin:0px
0px 0px 0.8ex;border-left:1px solid
rgb(204,204,204);padding-left:1ex">Greetings
Folks:<br
class="gmail-m_2598080929610271988gmail_msg">
<br class="gmail-m_2598080929610271988gmail_msg">
I successfully installed RT on a virtual machine
and it has been a<br
class="gmail-m_2598080929610271988gmail_msg">
non-stop learning marathon for 12+ hrs non stop.
If you are as new as<br
class="gmail-m_2598080929610271988gmail_msg">
me in RT, please reply to my message, and perhaps
we can have a<br
class="gmail-m_2598080929610271988gmail_msg">
conference call (at my expense) to do some sort of
study group session,<br
class="gmail-m_2598080929610271988gmail_msg">
so we can share knowledge.<br
class="gmail-m_2598080929610271988gmail_msg">
<br class="gmail-m_2598080929610271988gmail_msg">
Its easiest to learn when there are friendly
tutors. FYI, I have<br
class="gmail-m_2598080929610271988gmail_msg">
acquired the following knowledge the very hard
way.<br
class="gmail-m_2598080929610271988gmail_msg">
1. Setup / Installation. (The hardest part)<br
class="gmail-m_2598080929610271988gmail_msg">
2. Creating Users<br
class="gmail-m_2598080929610271988gmail_msg">
3. Creating Groups<br
class="gmail-m_2598080929610271988gmail_msg">
4. Understanding Permissons<br
class="gmail-m_2598080929610271988gmail_msg">
5. Enabling watchers<br
class="gmail-m_2598080929610271988gmail_msg">
6. Configuring Fetch Mail with SSL option to a
gmail account (for testing)<br
class="gmail-m_2598080929610271988gmail_msg">
7. Configuring Sendmail / Exim and smart host<br
class="gmail-m_2598080929610271988gmail_msg">
8. Purging / Shredding tickets<br
class="gmail-m_2598080929610271988gmail_msg">
<br class="gmail-m_2598080929610271988gmail_msg">
<br class="gmail-m_2598080929610271988gmail_msg">
What I would like to learn is:<br
class="gmail-m_2598080929610271988gmail_msg">
1. Create Random Ticket numbers.<br
class="gmail-m_2598080929610271988gmail_msg">
2. Suppress "RT System Itself - Outgoing email
recorded"<br
class="gmail-m_2598080929610271988gmail_msg">
3. Customization of Auto ticket reply.<br
class="gmail-m_2598080929610271988gmail_msg">
4. Assigning tickets / transferring to someone
else (when not logged in<br
class="gmail-m_2598080929610271988gmail_msg">
as root)<br
class="gmail-m_2598080929610271988gmail_msg">
5. 3rd Party CRM integration basics.<br
class="gmail-m_2598080929610271988gmail_msg">
<br class="gmail-m_2598080929610271988gmail_msg">
Thanks in advance to all the folks here, specially
the creators of RT.<br
class="gmail-m_2598080929610271988gmail_msg">
<br class="gmail-m_2598080929610271988gmail_msg">
Best,<br
class="gmail-m_2598080929610271988gmail_msg">
Reza.<br
class="gmail-m_2598080929610271988gmail_msg">
<br class="gmail-m_2598080929610271988gmail_msg">
---------<br
class="gmail-m_2598080929610271988gmail_msg">
RT 4.4 and RTIR training sessions, and a new
workshop day! <a moz-do-not-send="true"
href="https://bestpractical.com/training"
rel="noreferrer"
class="gmail-m_2598080929610271988gmail_msg"
target="_blank">https://bestpractical.com/<wbr>training</a><br
class="gmail-m_2598080929610271988gmail_msg">
* Boston - October 24-26<br
class="gmail-m_2598080929610271988gmail_msg">
* Los Angeles - Q1 2017<br
class="gmail-m_2598080929610271988gmail_msg">
</blockquote>
</div>
<br>
---------<br>
RT 4.4 and RTIR training sessions, and a new workshop
day! <a moz-do-not-send="true"
href="https://bestpractical.com/training"
rel="noreferrer" target="_blank">https://bestpractical.com/<wbr>training</a><br>
* Boston - October 24-26<br>
* Los Angeles - Q1 2017<br>
</blockquote>
</div>
<br>
<br clear="all">
<br>
-- <br>
<div class="gmail_signature">
<div dir="ltr">
<div>
<div>Alex Hall<br>
</div>
Automatic Distributors, IT department<br>
</div>
<a moz-do-not-send="true"
href="mailto:ahall@autodist.com" target="_blank">ahall@autodist.com</a><br>
</div>
</div>
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