[Rtir] Assign tickets to "groups" rather than "users"
Marco Thorbruegge
marco.thorbruegge at cert.europa.eu
Tue Apr 24 10:11:32 EDT 2012
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That has to do with the "Lifecycle" parameter (about which i do not
really know much yet). In your manually created queue, change
"LifeCycle" to something defined, and moving tickets there should work.
However, what the implications are for your workflow i do not know; i
just very recently switched to RT4.
Cheers,
Marco
On 24/04/12 15:59, Matt Newham wrote:
> This sounds like it should work, however when trying to move a
> ticket I get an error "There is no mapping for statuses between
> these queues. Contact your system administrator." Any idea what
> this means?
>
> Thanks
>
> Matt
>
> On 24 April 2012 14:44, Marco Thorbruegge
> <marco.thorbruegge at cert.europa.eu
> <mailto:marco.thorbruegge at cert.europa.eu>> wrote:
>
> Hi Matt,
>
> it's still there in 4. Klick on "The Basics" and then on "Advanced"
> in the upper right menue.
>
> It is correct, you need to be owner of a ticket to change this.
> But try to change the queue and afterwards change the owner back
> to "Nobody in particular", so it appears unlinked in the queue for
> your supervisors.
>
> HTH
>
> Cheers, Marco
>
> On 24/04/12 12:53, Matt Newham wrote:
>> I am currently using RT v4. I wonder if this is something
>> removed from RT itself.... Perhaps I will mail the RT list too
>
>> Thanks Javier
>
>> On 24 April 2012 11:11, Javier Martínez <fjmartinez at csi.uned.es
> <mailto:fjmartinez at csi.uned.es>
>> <mailto:fjmartinez at csi.uned.es <mailto:fjmartinez at csi.uned.es>>>
> wrote:
>
>> Hello.
>
>> In my distribution/release 3.4.5 (it is old but fully functional
>> and it made it work fine for a lot of years, and if something
>> works ...don't touch it) it can be done when you open a ticket:
>> ticket metadata - Basic - Queu. I was wondering that your
>> release could be diferent.
>
>> Regards.
>
>
>> El 24/04/2012 11:20, Matt Newham escribió:
>>> Hey
>>>
>>> Perhaps I am missing something, however I can't seem to find
>>> anywhere on the basic ticket properties that allow me to move
>>> a ticket into a particular queue? I have only been able to
>>> achieve this using the constituency field and creating queues
>>> matching the constituency options?
>>>
>>> Thanks
>>>
>>> Matt
>>>
>>> On 24 April 2012 10:07, Javier Martínez
>>> <fjmartinez at csi.uned.es
> <mailto:fjmartinez at csi.uned.es>
>>> <mailto:fjmartinez at csi.uned.es
>>> <mailto:fjmartinez at csi.uned.es>>>
> wrote:
>>>
>>> Hello.
>>>
>>> There is a way to achieve this, first you need to create a new
>>> queu, then you had to give permissions to this queu only for
>>> for the people that you want. Then move the ticket at this queu
>>> (this could be done in the basic propierties of the ticket),
>>> it is important that it had to be assigned to nobody.
>>>
>>> You can play with the CC and CCa roles too.
>>>
>>> Cheers from Spain.
>>>
>>> El 24/04/2012 10:39, Matt Newham escribió:
>>>> Hello
>>>>
>>>> I'm wondering if it is possible to assign tickets to a group
>>>> of people rather than a single person. For example, I have a
>>>> workflow where analysts create tickets when they find
>>>> something suspicious, if this turns into a reportable
>>>> incident, they will raise an incident report, attach an
>>>> "incident article" containing the details of the incident in
>>>> a more formal manner then assign to a senior team member for
>>>> review. Can the tickets be assigned to a certain group of
>>>> people? I can only seem to find assign to "nobody in
>>>> particular" which sort of solves the problem however everyone
>>>> can then see the ticket?
>>>>
>>>> Thanks
>>>>
>>>> -- Matt Newham
>>>>
>>>>
>>>>
>>>> _______________________________________________ Rtir mailing
>>>> list Rtir at lists.bestpractical.com
> <mailto:Rtir at lists.bestpractical.com>
>>>> <mailto:Rtir at lists.bestpractical.com
> <mailto:Rtir at lists.bestpractical.com>>
>>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rtir
>>>
>>>
>>> --
>>>
> ======================================================================
>>>
>>>
>
>
Javier Martinez e-mail: fjmartinez at csi.uned.es
> <mailto:fjmartinez at csi.uned.es> <mailto:fjmartinez at csi.uned.es
> <mailto:fjmartinez at csi.uned.es>>
>>> Centro Tecnologico Universitario UNED - CENTRO SISTEMAS
>>> INFORMATICOS AREA DE COMUNICACIONES Y SEGURIDAD Urbanización
>>> Monte Rozas Tfno: (+34) 91398-9801
> <tel:%28%2B34%29%2091398-9801>
>>> <tel:%28%2B34%29%2091398-9801> Avda. de Esparta, 9 Fax: (+34)
>>> 91398-9006 <tel:%28%2B34%29%2091398-9006>
> <tel:%28%2B34%29%2091398-9006> Ctra. del
>>> Escorial Km.5 28232 Las Rozas (Madrid) SPAIN
>>>
>>> GPS: N +40°30'47.40", W -3°55'3.72
>>> http://maps.google.es/?q=40.513168%20-3.917700
>>>
> ======================================================================
>>>
>>>
>>>
>>>
>
>
_______________________________________________
>>> Rtir mailing list Rtir at lists.bestpractical.com
> <mailto:Rtir at lists.bestpractical.com>
>>> <mailto:Rtir at lists.bestpractical.com
> <mailto:Rtir at lists.bestpractical.com>>
>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rtir
>>>
>>>
>>>
>>>
>>> -- Matt Newham
>>>
>
>
>> --
>> ======================================================================
>
>>
>
> Javier Martinez e-mail: fjmartinez at csi.uned.es
> <mailto:fjmartinez at csi.uned.es> <mailto:fjmartinez at csi.uned.es
> <mailto:fjmartinez at csi.uned.es>>
>> Centro Tecnologico Universitario UNED - CENTRO SISTEMAS
>> INFORMATICOS AREA DE COMUNICACIONES Y SEGURIDAD Urbanización
>> Monte Rozas Tfno: (+34) 91398-9801
> <tel:%28%2B34%29%2091398-9801>
>> <tel:%28%2B34%29%2091398-9801> Avda. de Esparta, 9 Fax: (+34)
>> 91398-9006 <tel:%28%2B34%29%2091398-9006>
> <tel:%28%2B34%29%2091398-9006> Ctra. del
>> Escorial Km.5 28232 Las Rozas (Madrid) SPAIN
>
>> GPS: N +40°30'47.40", W -3°55'3.72
>> http://maps.google.es/?q=40.513168%20-3.917700
>> ======================================================================
>
>>
>
>
>
>
>> -- Matt Newham
>
>
>
>> _______________________________________________ Rtir mailing
>> list Rtir at lists.bestpractical.com
>> <mailto:Rtir at lists.bestpractical.com>
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rtir
> _______________________________________________ Rtir mailing list
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>
>
>
>
> -- Matt Newham
>
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