<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 href="http://rt-wiki.bestpractical.com">rt-wiki.bestpractical.com</a>) has a couple helpful pages on templates, such as<br><a 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 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 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 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 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 href="mailto:ahall@autodist.com" target="_blank">ahall@autodist.com</a><br></div></div>
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