[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 
> Rtir at lists.bestpractical.com <mailto:Rtir at lists.bestpractical.com> 
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> 
> 
> 
> 
> -- Matt Newham
> 
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