Re: Greetings from a New RT user in Toronto.

Chris, Alex, Gentlemen:

Thank you for your generosity.  Let me learn a little bit more and it 
will give me the confidence to ask stupid questions. :) Anyone in here 
would like to engage in a conference call type group study / chat, 
please let me know.   I have a VoIP server to which all of us could 
connect to easily.

Thank you!
Reza.


Alex Hall wrote on 10/24/2016 5:16 PM:
> 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 
> <http://rt-wiki.bestpractical.com>) has a couple helpful pages on 
> templates, such as
> https://rt-wiki.bestpractical.com/wiki/TemplateSnippets
>
> 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 
> <[email protected] <mailto:[email protected]>> wrote:
>
>     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 <[email protected]
>     <mailto:[email protected]>> 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
>         <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
>     <https://bestpractical.com/training>
>     * Boston - October 24-26
>     * Los Angeles - Q1 2017
>
>
>
>
> -- 
> Alex Hall
> Automatic Distributors, IT department
> [email protected] <mailto:[email protected]>

---------
RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training
* Boston - October 24-26
* Los Angeles - Q1 2017