[rt-users] Greetings from a New RT user in Toronto.

Alex Hall ahall at autodist.com
Mon Oct 24 17:16:16 EDT 2016

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 (
rt-wiki.bestpractical.com) has a couple helpful pages on templates, such as

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.

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.

On Mon, Oct 24, 2016 at 5:08 PM, Chris McClement <chrisis at bosberaad.com>

> Hi Reza
> Welcome to RT. We're a fairly new user of the product so have recent
> experience of your learning curve!
> 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.transaction.Ticket-transaction.other {
>     display: none;
> }
> This hides all those RT System messages while leaving things like actual
> message content/comments alone.
> 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.
> Regards
> Chris
> On Mon, 24 Oct 2016 at 21:50 Reza <reza.toronto at gmail.com> wrote:
>> Greetings Folks:
>> I successfully installed RT on a virtual machine and it has been a
>> non-stop learning marathon for 12+ hrs non stop.   If you are as new as
>> me in RT, please reply to my message, and perhaps we can have a
>> conference call (at my expense) to do some sort of study group session,
>> so we can share knowledge.
>> Its easiest to learn when there are friendly tutors.  FYI, I have
>> acquired the following knowledge the very hard way.
>> 1.  Setup / Installation.  (The hardest part)
>> 2.  Creating Users
>> 3.  Creating Groups
>> 4.  Understanding Permissons
>> 5.  Enabling watchers
>> 6.  Configuring Fetch Mail with SSL option to a gmail account (for
>> testing)
>> 7.  Configuring Sendmail / Exim and smart host
>> 8.  Purging / Shredding tickets
>> What I would like to learn is:
>> 1.  Create Random Ticket numbers.
>> 2.  Suppress "RT System Itself - Outgoing email recorded"
>> 3.  Customization of Auto ticket reply.
>> 4.  Assigning tickets / transferring to someone else (when not logged in
>> as root)
>> 5.  3rd Party CRM integration basics.
>> Thanks in advance to all the folks here, specially the creators of RT.
>> Best,
>> Reza.
>> ---------
>> RT 4.4 and RTIR training sessions, and a new workshop day!
>> https://bestpractical.com/training
>> * Boston - October 24-26
>> * Los Angeles - Q1 2017
> ---------
> RT 4.4 and RTIR training sessions, and a new workshop day!
> https://bestpractical.com/training
> * Boston - October 24-26
> * Los Angeles - Q1 2017

Alex Hall
Automatic Distributors, IT department
ahall at autodist.com
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