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	#5024

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4.22Revoking queue rights

4.22.1To take a queue right away from a user

Click Configuration -> click Queues -> click the name of the queue -> click User Rights in the left side navigation bar -> make sure you're looking at the correct user -> check the checkbox next to the right you want to revoke -> click the Modify User Rights button at the bottom of the page.

4.22.2To take a queue right away from a group

Click Configuration -> click Queues -> click the name of the queue -> click Group Rights in the left side navigation bar -> make sure you're looking at the correct group -> check the checkbox next to the right you want to revoke -> click the "Modify Group Rights" button at the bottom of the page.

4.23Disabling a queue

RT is a packrat, so you can never delete a queue. But you essentially put it out of commission by disabling it:

Click Configuration -> click Queues -> click the name of the queue to be disabled -> clear the Enabled checkbox -> click the Save changes button at the bottom of the page.

4.24Re-enabling a queue

To reactivate a disabled queue:

Click Configuration -> click Queues -> check the Include disabled queues in listing checkbox -> click the Go! Button -> click the name of the queue to re-enable -> check the Enabled checkbox -> click the Save changes button.

4.25Global group Rights

4.25.1To grant global rights to a group

Click Configuration -> click Global -> click Group Rights -> select right(s) from the New rights list box next to the correct group(s) -> click the "Modify Group Rights" button at the bottom of the page.

4.25.2To take global rights away from a group

Click Configuration -> click Global -> click Group Rights -> make sure you're looking at the correct group -> check the checkbox next to the right you want to revoke -> click the "Modify Group Rights" button at the bottom of the page.

4.26Global user Rights

4.26.1To grant global rights to a user

Click Configuration -> click Global -> click User Rights -> select right(s) from the New rights list box next to the correct user(s) -> click the "Modify User Rights" button at the bottom of the page.

4.26.2To take global rights away from a user

Click Configuration -> click Global -> click User Rights -> Rights -> make sure you're looking at the correct user -> check the checkbox next to the right you want to revoke -> click the "Modify User Rights" button at the bottom of the page.

4.27Custom Fields

4.27.1Adding Custom fields

Follow the steps given below to create a custom field for tickets. Eg. We will create a custom field name ‘Database version’

Go to link:

Configure Custom Fields New Custom Field

This will open a page with various fields. Fill their values as:

Field Name shown on page	Value to be inserted / selected from combo
Name	Database Version
Description	version of database installed
Type	Fill in text area
Applies To	Tickets
Enabled	Keep checked

The three fields ‘Validation’, ‘Link Values To’ and ‘Include Page’ are to be left blank

Press ‘Submit’ button.

NOTE: After each value is entered the ‘Submit’ button has to be pressed

4.27.2Adding Custom field to a queue

To add a created custom field to a queue follow the steps:

Goto links:

Configuration Custom Fields

Select the required custom field from the listed ones
This will open a ‘Basics’ tab with description and values of the selected custom field.
Select tab / link ‘Applies To’. This will open a page with queue list with check boxes.
Select the queue to which the Custom Field is to be added and press ‘Submit’.
There are two more tabs/links: ‘Group rights’ and ‘User rights’ using which the rights to see, modify etc can be given to each group or user for this custom field
By default each user in the queue should have ‘See Custom Field’ right assigned.

4.27.3Rights for custom fields

Goto links:

Configuration Custom Fields  select any of the custom field for ticket that was displayed.

For example:

Click on the selected “Database Version” custom field.

Click on Group Rights.

Under System Groups: The below rights are granted for Privileged, Unprivileged and Every One.

Every one: see custom field

Privileged: modify custom field, see custom field.

Unprivileged: see custom field

Under Userdefined Groups:

Ecs_manager: AdminCustomField, ModifyCustomField, SeeCustomField.

Ecs_owner: ModifyCustomField, SeeCustomField.

Ecs_supervisor_group: ModifyCustomField, SeeCustomField.

Click on the selected Database Version custom field.

Click on User Rights:

Root: AdminCustomField, ModifyCustomField, SeeCustomField

Pushkar: SeeCustomField.

Ajitbhor: SeeCustomField.

Mainendra: SeeCustomField.

Manager1: SeeCustomField.

Manager2: SeeCustomField.

Krishna Prasad: SeeCustomField.

After selecting the user rights make sure that to save your changes.

4.27.4Modifying Autoreply.pm for Cc list

If a requestor sends a mail to RT with few people in Cc list then RT has to store those Cc addresses. When RT sends back a acknowledgement to requestor it should include all those Cc addresses in same mail. By default this does not happen. RT sends a mail to requestor and a separate mail to Cc list addresses. To change this behaviour as per Itaas requirements there is a small hack to be done in Autoreply.pm file.

The /opt/rt3/lib/RT/Action/Autoreply.pm file has a script that runs when RT creates a new ticket. It has a method sub SetRecipients() in which it adds requestor’s address in ‘To’ field of the auto reply mail. Here add following lines to the code:

Push(@{$self->{'Cc'}}, $self->TicketObj->Cc->MemberEmailAddresses);

push(@{$self->{'Cc'}}, $self->TicketObj->QueueObj->Cc->MemberEmailAddresses);

Thus the SetRecipients() method looks like:

sub SetRecipients {

my $self=shift;

push(@{$self->{'To'}}, $self->TicketObj->Requestors->MemberEmailAddresses);

push(@{$self->{'Cc'}}, $self->TicketObj->Cc->MemberEmailAddresses);

push(@{$self->{'Cc'}}, $self->TicketObj->QueueObj->Cc->MemberEmailAddresses);

return(1);

}

This will add ‘Cc’ fields from the original mail as well as administrator’s address to the reply mail thus sending single mail with all correspondence addresses in it.

NOTE: This change affects all queues since Autoreply.pm is a global scrip. Also it affects only when a ticket is created

4.27.5Adding Cc name for open ticket during correspondence

Sometimes it is necessary to add a Cc field for an ongoing correspondence for a ticket. Say there are few mail exchanges between requestor and ticket owner/support person and now requestor wants to add his manager in Cc loop for all correspondence henceforth.

RT does not provide this facility by default. It is purposely done in this way by design because there is a security risk. If RT is set up such that you could be added as a Cc just by Ccing yourself on a ticket update, the system would be open to an attack which let random third parties grant themselves "Cc" role rights to a ticket.

But since this feature is necessary, by taking the security risk it can be achieved by adding scrip as follows:

Go to ConfigurationGlobalScripNew Scrip

In the tab for new scrip select / type following options:

Description: AddWatchersOnCorrespond

Condition: On Correspond

Action: User Defined

Template: Global Template: Blank

Stage: TransactionCreate
Custom condition: (keep empty)
Custom action preparation code: return 1;
Custom action cleanup code:
# Get some info:

my $scrip = 'Scrip:AddWatchersOnCorrespond';

my $Transaction = $self->TransactionObj;

my $EmailAddr = $self->TransactionObj->CreatorObj->EmailAddress;

my $Queue = $self->TicketObj->QueueObj;

my $Ticket = $self->TicketObj;

my $Id = $self->TicketObj->id;
# Extract a list of people associated with this transaction:

# - including the transaction creator, and if it is an email, the sender and recipients of that email message.

my @People = ($EmailAddr);

foreach my $h (qw(From To Cc)) {

my $header = $Transaction->Attachments->First->GetHeader($h);

my @addr = Mail::Address->parse($header);

foreach my $addrobj (@addr) {

my $addr = lc $RT::Nobody->UserObj->CanonicalizeEmailAddress($addrobj->address);

# Ignore the specific addresses for this queue:

next if lc $Queue->CorrespondAddress eq $addr or lc $Queue->CommentAddress eq $addr;

# Ignore any email address that looks like one for ANY of our queues:

next if RT::EmailParser::IsRTAddress('', $addr);

$RT::Logger->debug("$scrip: Ticket #$Id correspondence contains header - $h: $addr");

push @People, $addr;

}

}
# Lookup the 'experts' (general) group to use below:

# my $Experts = RT::Group->new($self->CurrentUser);

# $Experts->LoadUserDefinedGroup('general');

# Now check if each user is already watching the ticket or queue:

foreach my $addr (@People) {

my $User = RT::User->new($RT::SystemUser);

$User->LoadByEmail($addr);

my $Name = $User->Name;

my $Principal = $User->PrincipalId if $User->Id;

if (not ($Queue->IsWatcher(Type => 'Cc', PrincipalId => $Principal) or

$Queue->IsWatcher(Type => 'AdminCc', PrincipalId => $Principal) or

$Queue->IsWatcher(Type => 'Owner', PrincipalId => $Principal) or

$Ticket->IsWatcher(Type => 'Cc', PrincipalId => $Principal) or

$Ticket->IsWatcher(Type => 'AdminCc', PrincipalId => $Principal) or

$Ticket->IsWatcher(Type => 'Owner', PrincipalId => $Principal) or

$Ticket->IsWatcher(Type => 'Requestor', PrincipalId => $Principal)

)) {

# If the user is a member of the experts group, then add them as an AdminCc, otherwise as a normal Cc:

# my $type = $Experts->HasMember($User->PrincipalObj) ? 'AdminCc' : 'Cc';

my $type = 'Cc';

# Add the new watcher now and check for errors:

my ($ret, $msg) = $Ticket->AddWatcher(Type => $type,

Email => $addr,

PrincipalId => $Principal,);

if ($ret) {

$RT::Logger->info("$scrip: New $type watcher added to ticket #$Id: $addr (#$Principal)");

} else {

$RT::Logger->error("$scrip: Failed to add new $type watcher to ticket #$Id: $addr (#$Principal) - $msg");

}

}
return 1;

4.27.6Changing Logo

Go to directory /opt/rt3/share/html/NoAuth/images/ and put the required logo (.gif file ) here. E.g. current installation has itaaslogo.gif file in this directory

Open file /opt/rt3/share/html/Elements/Logo and edit to replace original bestpractical site and image name to itaas image and site name as:

" width="104" height="75" />

Goto directory delete file /opt/rt3/var/mason_data/obj/3496465365/standard/Elements and delete file Logo.obj

Restart apache

In browser clear all cache

Access RT to see the Logo and site changes

4.27.7Queue specific templates

By default RT has few templates which are global. To override them and use queue specific templates we need to add our own template with same name as that of global template. We have overridden Autoreply and Resolved templates for ECS and VOD queues. E.g.

4.27.7.1ECS Resolved template

Go to

Configuration->Queuesecs_supportTemplatesNew Template

Add the information for following fields as:

Name: Resolved

Description: Ticket Resolved

Content:

Subject: Resolved: {$Ticket->Subject}

Dear ECS user,

ECS support system indicates that your query -[{$Ticket->Subject}], has been resolved. If you have any further questions or concerns regarding this query, please reply to this message.

If we do not hear from you within a day, we will close this ticket.

If you have a query unrelated to this email, you can contact us at ecs-support@itaas.com.

Thank you,

ECS Support Team

4.27.7.2ECS Autoreply template

Go to

Configuration->Queuesecs_supportTemplatesNew Template

Add the information for following fields as:

Name: Autoreply

Description: Default Autoresponse template

Content:

Subject: AutoReply:{$Ticket->Subject}

Greetings,

Your query has been registered at the ECS customer support system and a reference number [{$Ticket->QueueObj->Tag} #{$Ticket->id}], has been assigned for your convenience.

The ECS support team will contact you as soon as possible. If you do not receive any response within a day, please feel free to contact us at (770) 368 4024.

Please include the string [{$Ticket->QueueObj->Tag} #{$Ticket->id}] in the subject of all your future correspondence regarding this query. This helps us keep track of this query and provide you better support.

Thank you,

ECS Support Team

4.27.8Setting Default values to Custom fields

There are few custom fields set. They can be either global or queue specific. In both the cases we need to have each custom field a default value when the ticket is created. This can be achieved by writing custom scrip for each queue. Since each queue has different custom fields, the scrip also has to be written for each queue. It can be written as follows:

Go to:

ConfigurationQueuesecs_supportScripsNew scrip

E.g. we have created scrip for DefaultCustomFieldValue as:

ECS DefaultCustomFieldValue

Description: DefaultCustomFieldValue

Condition: OnCreate

Action: User Defined

Template: Global template: Blank

Stage: TransactionCreate

Custom condition:

Custom Action preparation code:

return 1;

Custom Action Cleanup code:

my %hash = (

'Application Version' => '1.0',

'Customer Name' => 'TWC- NYC',

'Data Storage Period' => '60 days',

'Database Version' => '9i',

'OS Version' => 'Windows XP',

'Problem Type' => 'OS',

'Severity' => 'Critical',

);

while ( my ($CFName , $DefaultValue ) = each(%hash) ) {

my $RecTransaction = 1;

my $QueueObj = $self->TicketObj->QueueObj;

my $CFObj = RT::CustomField->new( $QueueObj->CurrentUser );

$CFObj->LoadByNameAndQueue( Name => $CFName, Queue => $QueueObj->id );

unless( $CFObj->id ) {

$CFObj->LoadByNameAndQueue( Name => $CFName, Queue => 0 );

unless( $CFObj->id ) {

$RT::Logger->warning("custom field '$CFName' isn't global or defined for queue '". $QueueObj->Name ."'");

return undef;

}

unless( $self->TicketObj->FirstCustomFieldValue( $CFObj->id ) ) {

my( $st, $msg ) = $self->TicketObj->AddCustomFieldValue(

Field => $CFObj->id,

Value => $DefaultValue,

RecordTransaction => $RecTransaction );

unless( $st ) {

$RT::Logger->warning( "Couldn't set $DefaultValue as value for CF $CFName:". $msg );

return undef;

}

}

}

return 1;

Similarly we have a scrip for VOD queue

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