Request Tracker - Web view4.27.6 Changing Logo 30. 4.27.7 Queue specific ... Ensure that you have...

Request TrackerVersion 3.6.5 Installation and ConfigurationOctober 2007

Propr ie tary Not iceInformation in this document is confidential and proprietary to itaas, Inc. Access to and use of this information is limited strictly to licensees of itaas, Inc. and is subject to the terms of a separate and appropriate written license agreement between the Licensee and itaas, Inc. The information in this document may be protected by patent applications owned by itaas, Inc.In addition, the information in this document is subject to change without notice and does not represent a commitment on the part of itaas, Inc. The software described in this document may be used only in accordance with the terms of the license agreement. It is against the law to copy the software on any medium except as specifically allowed in the license or non-disclosure agreement. No part of this manual may be reproduced or transmitted in any form or by any means, electronic or mechanical, including photocopying, recording, or information storage and retrieval systems, for any purpose other than the licensee’s personal use without express written permission of itaas, Inc.All specifics of the product, its use and implementation contained in this document are provided in good faith. However, all warranties, implied or expressed, including but not limited to implied warranties of merchantability or fitness for a particular purpose are excluded.This document is intended solely to assist the Licensee in the use of the itaas, Inc. Licensed Software Product and for no other purpose. itaas, Inc. shall not be liable, in any way under any theory of law, for any loss or damage of any kind what so ever, arising from the use of any of the information contained in this manual, or any error or omission in the information, or any incorrect use of the Software Product.Copyright © 2006, 2007 itaas, Inc. All rights reserved.itaas is a. registered trademark of itaas, Inc.

Revision HistoryRevision Number Date Changes Made

1.0 10/24/2007 Initial version2.0 10/26/2007 Added section:

Adding Cc name for open ticket during correspondence

3.0 11/02/2007 Added sections:Changing LogoQueue specific templatesSetting Default values to Custom fieldsConfiguring sendmail for mail routing

itaas, Inc., Confidential and Proprietary - 2 -

Table of Contents1 SCOPE...................................................................................................................................................... 62 REFERENCES.......................................................................................................................................... 73 INSTALLING RT....................................................................................................................................... 8

3.1 PREREQUISITES.................................................................................................................................. 83.2 INSTALLING WEBMIN............................................................................................................................ 83.3 PERL DEPENDENCIES.......................................................................................................................... 83.4 INSTALLING FASTCGI.......................................................................................................................... 83.5 STARTING MYSQL.............................................................................................................................. 93.6 INSTALLING NCFTPGET......................................................................................................................... 93.7 RT PRE-INSTALLATION......................................................................................................................... 93.8 INSTALLING PERL MODULES..............................................................................................................103.9 DOWNLOAD RT................................................................................................................................. 113.10 INSTALLING RT BUNDLE..................................................................................................................... 113.11 MODIFYING RT CONFIG FILES............................................................................................................123.12 CONFIGURING APACHE......................................................................................................................133.13 CONFIGURING MAILS.........................................................................................................................133.14 CONFIGURING SENDMAIL FOR MAIL ROUTING......................................................................................153.15 CONFIGURING FETCHMAIL.................................................................................................................. 153.16 VIEWING RT..................................................................................................................................... 15

4 CONFIGURING RT................................................................................................................................. 164.1 CREATING A USER IN RT...................................................................................................................164.2 SEARCHING FOR A USER................................................................................................................... 16

4.2.1 To find an RT user........................................................................................................................................164.3 MODIFYING A USER........................................................................................................................... 174.4 GRANTING USER RIGHTS................................................................................................................... 174.5 TO GRANT GROUP RIGHTS TO A USER................................................................................................174.6 TO GRANT QUEUE RIGHTS TO A USER.................................................................................................174.7 TO GRANT GLOBAL RIGHTS TO A USER...............................................................................................184.8 REVOKING USER RIGHTS................................................................................................................... 18

4.8.1 To make a user a non-staff user...................................................................................................................184.8.2 To take queue rights away from a user........................................................................................................184.8.3 To take global rights away from a user.......................................................................................................18

4.9 DISABLING A USER............................................................................................................................ 184.9.1 To disable a user..........................................................................................................................................18

4.10 RE-ENABLING A USER........................................................................................................................184.10.1 To re-enable a user.................................................................................................................................19

4.11 CREATING A GROUP.......................................................................................................................... 194.11.1 To make a new group..............................................................................................................................194.11.2 Changing a group's name or description................................................................................................194.11.3 Adding group members...........................................................................................................................194.11.4 Removing group members.......................................................................................................................19

4.12 GRANTING GROUP RIGHTS.................................................................................................................204.12.1 To grant group rights to a user...............................................................................................................204.12.2 To grant group rights to a system group or subgroup............................................................................204.12.3 To grant queue rights to a group............................................................................................................204.12.4 To grant global rights to a group............................................................................................................20

4.13 REVOKING GROUP RIGHTS.................................................................................................................204.13.1 To take group rights away from a user...................................................................................................20

itaas, Inc., Confidential and Proprietary 3

4.13.2 To take group rights away from a system group or subgroup................................................................214.13.3 To take queue rights away from a group.................................................................................................214.13.4 To take global rights away from a group................................................................................................21

4.14 CREATING A QUEUE.......................................................................................................................... 214.14.1 Adding Watcher to Queue (for Admin purposes)....................................................................................22

4.15 FINDING A QUEUE:............................................................................................................................. 224.15.1 To see a list of active queues...................................................................................................................224.15.2 To find disabled queues...........................................................................................................................22

4.16 MODIFYING A QUEUE......................................................................................................................... 224.17 ADDING WATCHERS TO A QUEUE........................................................................................................234.18 DELETING WATCHERS FROM A QUEUE................................................................................................234.19 SCRIPS IN QUEUES............................................................................................................................ 23

4.19.1 Creating a scrip.......................................................................................................................................234.19.2 Modifying a scrip....................................................................................................................................234.19.3 Deleting a scrip.......................................................................................................................................23

4.20 GLOBAL SCRIPS................................................................................................................................ 244.20.1 To add scrip globally...............................................................................................................................244.20.2 Modifying a scrip....................................................................................................................................244.20.3 Deleting a scrip.......................................................................................................................................24

4.21 RIGHTS WITHIN A QUEUE...................................................................................................................244.21.1 To grant queue rights to a group............................................................................................................244.21.2 To grant queue rights to a user...............................................................................................................24

4.22 REVOKING QUEUE RIGHTS.................................................................................................................244.22.1 To take a queue right away from a user..................................................................................................244.22.2 To take a queue right away from a group...............................................................................................25

4.23 DISABLING A QUEUE..........................................................................................................................254.24 RE-ENABLING A QUEUE...................................................................................................................... 254.25 GLOBAL GROUP RIGHTS.................................................................................................................... 25

4.25.1 To grant global rights to a group............................................................................................................254.25.2 To take global rights away from a group................................................................................................25

4.26 GLOBAL USER RIGHTS.......................................................................................................................254.26.1 To grant global rights to a user..............................................................................................................254.26.2 To take global rights away from a user...................................................................................................25

4.27 CUSTOM FIELDS............................................................................................................................... 264.27.1 Adding Custom fields..............................................................................................................................264.27.2 Adding Custom field to a queue..............................................................................................................264.27.3 Rights for custom fields...........................................................................................................................264.27.4 Modifying Autoreply.pm for Cc list.........................................................................................................274.27.5 Adding Cc name for open ticket during correspondence........................................................................284.27.6 Changing Logo........................................................................................................................................304.27.7 Queue specific templates.........................................................................................................................304.27.8 Setting Default values to Custom fields...................................................................................................31

5 USER AND GROUP RIGHTS ADDED FOR ECS AND VOD QUEUES...............................................345.1 ECS QUEUE..................................................................................................................................... 34

5.1.1 Group rights.................................................................................................................................................345.1.2 User rights....................................................................................................................................................34

5.2 VOD QUEUE..................................................................................................................................... 355.2.1 Group rights.................................................................................................................................................355.2.2 User rights....................................................................................................................................................36

6 WATCHERS FOR ECS_QUEUE AND VOD_QUEUE............................................................................376.1.1 Watchers for ecs_queue...............................................................................................................................376.1.2 Watchers for vod_queue..............................................................................................................................37


1ScopeThis document describes installation procedure for RT 3.6.5


2Referenceshttp://wiki.bestpractical.com/view/RHEL4InstallGuide


http://wiki.bestpractical.com/view/RHEL4InstallGuide

3Installing RT3.1Prerequisites

Ensure that you have a installation of CentOS 4.4 or Redhat EL 4 with following:

Apache Web Server 2.0.52

MySQL 4.1.20 (both these come with the CentOS 4.4)

If these are not installed then first install them

IMPORTANT: the 'selinux must be disabled' for RT to work properly

NOTE: this installation uses FastCGI instead of mod_perl. This is because RT 3.4.* onwards requires mod_perl 2.x versions and by default mod_perl 1.99 comes with CentOS 4.x and RHEL4. This creates run time issues so instead use FastCGI

3.2Installing webminDownload and install webmin as (this helps starting, closing apache and mysql):

wget ftp://ftp.pbone.net/mirror/ftp.sourceforge.net/pub/sourceforge/w/we/webadmin/webmin-1.370-1.noarch.rpm

rpm –I webmin-1.370-1.noarch.rpm

3.3 Perl dependenciesFulfil few dependencies that perl has. It can be done as:

yum install httpd-devel apr-devel mysql mysqlclient10 mysql-server mysql-devel gcc sendmail-cf

Most of these are already installed on the system by default. if any package is not installed then it is installed by above command installed packages can be checked by command yum list <package-name>*

Update few packages to latest versions as:

yum update freetype-devel gd-devel libjpeg-devel libpng-devel xorg-x11-devel

3.4 Installing FastCGIwget http://www.fastcgi.com/dist/mod_fastcgi-2.4.2.tar.gz

tar -zxvf mod_fastcgi-2.4.2.tar.gz

cd mod_fastcgi-2.4.2

cp Makefile.AP2 Makefile

vi Makefile

Modify Makefile for location of apache 2 installation:


top_dir = /etc/httpd

make

make install

Create file FastCGI.conf

touch /etc/httpd/conf.d/FastCGI.conf

vi /etc/httpd/conf.d/FastCGI.conf

Add following lines to load FastCGI module (FastCGI.conf):

LoadModule fastcgi_module modules/mod_fastcgi.so

FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 120 -processes 8

FastCgiConfig -restart

FastCGI wants to have a place to put its logs, and permission to do so:

mkdir -p /etc/httpd/logs/fastcgi/dynamic

chown -R apache:apache /etc/httpd/logs/fastcgi

3.5 Starting MySQLTurn on MySQL server using webmin. MySQL is located under 'servers' link in webmin.

Change root password as: (this is required in later stage when RT database is created)

mysqladmin -u root password rootpassword

3.6 Installing ncftpgetncftpget is required to fulfil some dependencies so download and install it:

wget -c ftp://ftp.ncftp.com/ncftp/binaries/ncftp-3.2.1-linux-x86-glibc2.3-export.tar.gz

tar -xvzf ncftp-3.2.1-linux-x86-glibc2.3-export.tar.gz

cd ncftp-3.2.1

make install

3.7 RT pre-installationRT requires its own group, so add it:

groupadd rt

RT gets initiated by apache, so add apache to the rt group:

vi /etc/group


Change the line:

rt:x:501:

To read:

rt:x:501:apache

Change permissions on /etc/httpd/logs

chmod -Rf 755 /etc/httpd/logs

3.8 Installing Perl ModulesThese fulfill few important dependencies

wget http://dag.wieers.com/rpm/packages/perl-Apache-Session/perl-Apache-Session-1.80-1.2.el4.rf.noarch.rpm

wget http://dag.wieers.com/rpm/packages/perl-Class-Container/perl-Class-Container-0.12-1.2.el4.rf.noarch.rpm

wget http://dag.wieers.com/rpm/packages/perl-Class-Data-Inheritable/perl-Class-Data-Inheritable-0.04-1.2.el4.rf.noarch.rpm

wget http://dag.wieers.com/rpm/packages/perl-Crypt-DES/perl-Crypt-DES-2.03-3.2.el4.rf.i386.rpm

wget http://dag.wieers.com/rpm/packages/perl-Devel-StackTrace/perl-Devel-StackTrace-1.12-1.2.el4.rf.noarch.rpm

wget http://dag.wieers.com/rpm/packages/perl-Exception-Class/perl-Exception-Class-1.22-1.2.el4.rf.noarch.rpm

wget http://dag.wieers.com/rpm/packages/perl-GD/perl-GD-2.30-2.2.el4.rf.i386.rpm

wget http://dag.wieers.com/rpm/packages/perl-GD-Graph/perl-GD-Graph-1.43-1.2.el4.rf.noarch.rpm

wget http://dag.wieers.com/rpm/packages/perl-GD-Text-Util/perl-GD-Text-Util-0.86-1.2.el4.rf.noarch.rpm

wget http://dag.wieers.com/rpm/packages/perl-Hook-LexWrap/perl-Hook-LexWrap-0.20-1.el4.rf.noarch.rpm

wget http://dag.wieers.com/rpm/packages/perl-HTML-Mason/perl-HTML-Mason-1.32-1.2.el4.rf.noarch.rpm

wget http://dag.wieers.com/rpm/packages/perl-HTTP-Server-Simple/perl-HTTP-Server-Simple-0.16-1.2.el4.rf.noarch.rpm

wget http://dag.wieers.com/rpm/packages/perl-HTTP-Server-Simple-Mason/perl-HTTP-Server-Simple-Mason-0.09-1.el4.rf.noarch.rpm

wget http://dag.wieers.com/rpm/packages/perl-IO-Socket-INET6/perl-IO-Socket-INET6-2.51-1.2.el4.rf.noarch.rpm

wget http://dag.wieers.com/rpm/packages/perl-Net-SNMP/perl-Net-SNMP-5.0.1-1.2.el4.rf.noarch.rpm

wget http://dag.wieers.com/rpm/packages/perl-Params-Validate/perl-Params-Validate-0.78-1.2.el4.rf.i386.rpm

wget http://dag.wieers.com/rpm/packages/perl-Socket6/perl-Socket6-0.18-1.2.el4.rf.i386.rpm


Install all these modules using command rpm as:

rpm -i <rpm filename>

Set up CPAN initially to download remaining perl modules

perl -MCPAN -e shell

From within CPAN download remaining perl modules.

cpan> install Bundle::CPAN

cpan> quit

3.9 Download RTDownload and configure RT

wget http://download.bestpractical.com/pub/rt/release/rt.tar.gz

gunzip rt.tar.gz

tar -xvf rt.tar

cd rt-3.6.5/

NOTE: following RT related and perl related steps are to be done in rt-3.6.5 directory

3.10 Installing RT bundle./configure --with-web-user=apache --with-web-group=apache --with-fastcgi --with-mysql

Enter in cpan prompt as:

cpan

On cpan prompt install following packages and then finally RT bundle

cpan> install MIME::Base64

cpan> install IO::File

cpan> install MIME::Entity

cpan> install Log::Dispatch

cpan> install Crypt::SSLeay

cpan> install Bundle::RT

cpan> quit

NOTE: while downloading these packages it will ask few questions which has default answer yes or no shown in brackets as [yes] or [no]. Just hit enter on these questions It may happen that CPAN will show few missing dependencies and may terminate the process in that case we need to get the list of missing dependencies and install them one by one manually. This can be done as:

On Linux prompt give command:


perl sbin/rt-test-dependencies --with-mysql --with-fastcgi --install

This will list missing dependencies as:

Text::Quoted 2.02 ...MISSING

DBIx::SearchBuilder 1.48 ...MISSING

Date::Format ...MISSING

Text::Autoformat ...MISSING

CGI::Fast ...MISSING

FCGI ...MISSING

HTML::FormatText ...MISSING

XML::RSS 1.05 ...MISSING

To fix them enter cpan prompt by typing 'cpan' command on linux prompt and then

Install them one by one. E.g.

$> cpan

cpan> install Text::Quoted

cpan> install DBIx::SearchBuilder

Once this is done from Linux prompt give following command to ensure that all MISSING dependencies are fixed

perl sbin/rt-test-dependencies --with-mysql --with-fastcgi --install

It should display a list of dependencies and status as: 'Everything was found'

3.11 Modifying RT config filesEdit RT config file RT_SiteConfig.pm and replace existing line with following lines:

cd /opt/rt3/etc/

vi RT_SiteConfig.pm

Add following options in the file as:

Set($rtname, 'rt3.itaas.local');

Set($Organization , "itaas.com");

Set($DatabasePassword , 'rt3_pass');

Set($OwnerEmail , '[email protected]');

Set($WebBaseURL , "http://localhost:80");

Set($WebPath , "");

Set($LoopsToRTOwner , 0);

Set($ParseNewMessageForTicketCcs , 1);


Set($RTAddressRegexp , '^rt\@rt3.itaas.local$');

Set($OldestTransactionsFirst, '0');

Set($UseFriendlyFromLine , 0);

1;

Create and initialize RT database in mysql as:

make initialize-database

It asks for password. Give the password given above when called 'mysqladmin'. In this case it was set as: rootpassword

3.12 Configuring ApacheNow edit and configure apache configure file as:

cd /etc/httpd/conf

vi httpd.conf

At the end add following lines:

NameVirtualHost *:80

<VirtualHost *:80>

ServerAdmin root

ServerName localhost

DocumentRoot /opt/rt3/share/html/

AddDefaultCharset UTF-8

# Adding the following for RT (the ticket tracker)

AddHandler fastcgi-script .fcgi

<Directory "/opt/rt3/share/html">

Options FollowSymLinks ExecCGI

AllowOverride None

</Directory>

# Pass through requests to for noauth

Alias /NoAuth/images /opt/rt3/share/html/NoAuth/images

ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/

</VirtualHost>

3.13 Configuring mailsSymlink rt-mailgate to /etc/smrsh, and create aliases to use RT

ln -s /opt/rt3/bin/rt-mailgate /etc/smrsh/rt-mailgate


Edit /etc/aliases and Add lines at end of the file:

rt: "|/etc/smrsh/rt-mailgate --queue general --action correspond --url http://rt3.itaas.local/"

rt-comment: "|/etc/smrsh/rt-mailgate --queue general --action comment --url http://rt3.itaas.local/"

rt: "|/etc/smrsh/rt-mailgate --queue ecs_support --action correspond --url http://rt3.itaas.local/"

rt-comment: "|/etc/smrsh/rt-mailgate --queue ecs_support --action comment --url http://rt3.itaas.local/"

rt: "|/etc/smrsh/rt-mailgate --queue vod_support --action correspond --url http://rt3.itaas.local/"

rt-comment: "|/etc/smrsh/rt-mailgate --queue vod_support --action comment --url http://rt3.itaas.local/"

Configure Sendmail

edit /etc/mail/sendmail.mc

Find line:

DAEMON_OPTIONS(`Port=smtp,Addr=127.0.0.1, Name=MTA')dnl

Change it to have 'dnl' at start to read as:

dnl DAEMON_OPTIONS(`Port=smtp,Addr=127.0.0.1, Name=MTA')dnl

Rebuild your sendmail.cf:

m4 /etc/mail/sendmail.mc > /etc/mail/sendmail.cf

add rt server alias to /etc/mail/local-host-names:

Add line:

rt.itaas.com

Add mail server name in hosts file as:

vi /etc/hosts

Add line at the end

127.0.0.1 rt3.itaas.local

192.168.20.70 itaas.com

Now add mail server in resolv.conf as:

vi /etc/mail/resolv.conf

add line at the 'start' of the list as:

nameserver 192.168.20.70

Restart sendmail and network services

service sendmail restart

service network restart


3.14 Configuring sendmail for mail routingIt may happen that from the local PC outgoing mails to other domains like gmail, videotron etc. may be blocked. To avoid this following needs to be done:

In webmin select:

ServersSendmail configurationDomain Routing

This opens up a page where we create mail routing. E.g. to add entry for videotron.com:

In “Mail for ‘Host or domain’ ” write vidiotron.com

In “Send to” enter itaas.com

Check “Ignore MX for SMTP delivery” and press ‘Create’ button.

This will ensure that when RT sends a mail to videotron.com it is first delivered to itaas.com which is itaas mail server (we have enter ip address as well) and then itaas.com mail sever forwards the mail to videotron.com address

3.15 Configuring fetchmailCreate a file .fetchmailrc (this is a hidden file) under directory /opt/rt3/etc. Add following lines in it as:

poll 192.168.20.70 proto pop3:

username [email protected] password support mda "/opt/rt3/bin/rt-mailgate --url http://rt3.itaas.local --queue ecs_support --action correspond"

username [email protected] password support mda "/opt/rt3/bin/rt-mailgate --url http://rt3.itaas.local --queue vod_support --action correspond"

Using webmin create a cron job for fetchmail as:

Go to SystemScheduled Cron Jobs

Select link ‘Create New Cron Job’. This will open up a page where add data for following fields:

Execute cron job as root

Command fetchmail /opt/rt3/etc/.fetmailrc

Select ‘time and data selected below’ and select ‘All’ option for the minute, hour, days, months and weekdays and save the configuration

This will fetch mail after every one minute for the given two mail addresses: ‘ecs_support’ and ‘vod_support’ and will forward the mails to rt-mailgate

3.16 Viewing RTOpen browser and type URL as:

http://localhost/

this should open RT page which asks for a login and password. Enter login as 'root' and password as 'password' (without quotes)


4Configuring RT4.1 Creating a user in RT

1. Click Configuration -> click Users -> click New user in the left side navigation bar.

2. Fill in all the details provided and

3. Click on save changes

Then we can see two results:

a) User created and

b) Password set

We can verify whether the user is created or not.

Go to Configuration -> Click users -> we can see all the privileged users

The descriptions for the fields mentioned below are important and are available in the create user screen:

Access Control has some options that require comment:

Let this user access RT checkbox: This is checked by default and means the user has enabled.

Let this user be granted rights checkbox: This is unchecked by default. Check the box to make this a staff user.

New Password and Retype Password text boxes: Each user needs a password, and RT won't randomly assign one.

If you leave these fields blank, the user's account will be locked and she won't be able to do anything that requires a password -- that is, just about anything other than sending and receiving ticket-related email from her regular email account.

Click the Submit button when you're done.

Note: You may find that when you add a user, you get an error "Name in use".

This is probably because you have sent test emails when configuring the mail gateway. Click on "Users" and enter the search for the username or email address, making sure to check "Include disabled users in search.”

4.2 Searching for a user4.2.1 To find an RT user

Click Configuration -> click Users -> in the search fields at the bottom of the page, select the proper options from the drop-down menu and type the search term you need -> check the Include disabled user in search box only if necessary (for instance, to restore an account) -> click the Go! Button You'll be shown a list of matching users. If not, try again.

For example:


Click on configuration-> click users -> at the bottom of the page we can see three fields (2 drop down boxes and 1 text box)

Find people whose: user id or Email or Name or Organisation (1st dropdown box)

(2nd drop down box: contains or is or isn't or doesn't contain)

3rd in text box we have to give for example: Krishna

and click on Go button.

Then we will get a list of matching users. or we will get "No users matching search criteria found".

4.3 Modifying a userTo change any user fields we just described above-- password, contact info, rights (access control), etc.,

First find the user you need (See section 4.2 Searching for a user above). Then, assuming you get results:

Click the ID of the correct user -> change the necessary fields in the Modify the user page -> click the Save changes button.

4.4 Granting user rightsBefore you grant a user any rights, you must make him/her a staff user:

Click Configuration -> click Users ->click name of user (or search for a user, then click) -> check the Let this user be granted rights box -> click the Submit button at the bottom of the page

4.5 To grant group rights to a userClick Configuration -> click Groups -> click a group name -> click User Rights in the left side Navigation bar -> locate the correct user and select right(s) from the New rights list box next to that user -> click the modify users button at the bottom of the page.

Users granted rights this way will be able to create and modify this particular group (if granted the Admin Group right), add or remove members from this group (if granted the Admin Group Membership right), or add or remove themselves from this group (if granted the Modify Own Membership right).

4.6 To grant queue rights to a userClick Configuration -> click Queues -> click the name of a queue -> click User Rights in the left side navigation bar -> 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. Users granted rights this way will be able to use the rights in this queue only.


4.7 To grant global rights to a userClick Configuration -> click Global -> click User Rights in the left side navigation bar-> 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. Users granted rights this way will be able to use those rights in any queue.

4.8 Revoking user rights4.8.1 To make a user a non-staff user

Click Configuration -> click Users ->click name of user (or search for a user, then click) -> clear the Let this user be granted rights checkbox -> click the Save Changes button at the bottom of the page.

4.8.2 To take queue rights away from a userClick 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

4.8.3 To take global rights away from a userClick Configuration -> click Global -> click User 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.

4.9 Disabling a userYou can't delete a user in RT; you can only disable him/her. That's because each user has data attached to him/her, so it's important for RT to keep some sort of record. The method for locking the user out of the system is disabling him/her. A disabled user won't be able to do anything and, by default, won't come up in user searches.

4.9.1 To disable a userClick Configuration -> click Users -> click on a user's name, or search for a user as described in the Searching for a user subsection and then click the user's name -> clear the Let this user access RT checkbox -> click the Save Changes button.

Note: Now if someone searches for that user, he won't turn up unless the searcher checks the Include disabled users in search box on the search page.

4.10 Re-enabling a userYou may need to allow a disabled user back into the system.


4.10.1 To re-enable a userClick Configuration -> click Users -> check the Include disabled users in search Checkbox -> click the Go! Button -> click the name of the disabled user you'd like to re-enable -> check the Let this user be granted rights checkbox -> click the Save Changes button.

4.11 Creating a group4.11.1 To make a new group

click Configuration -> click Groups -> click New Group in the left side navigation bar -> type a name for the group in the Name text box -> if possible, type a little about the group in the Description text box -> click the Save Changes button at the bottom of the page You'll have to take these basic creation steps before you can alter other aspects of the group, as described in the subsections below.

4.11.2 Changing a group's name or descriptionThis one, at least, is pretty easy:

Click Configuration -> click Groups -> click a group name -> type new text in the Name and/or Description boxes -> click the Save Changes button at the bottom of the page.

4.11.3 Adding group membersThere are two types of members you can add or remove from a group: users and groups. If you make a group a member of another group, it is then a subgroup.

To add a user or subgroup to a group:

click Configuration -> click Groups -> click the name of a group -> click Members in the left side navigation bar -> in the Add members list box, select the name of the user or group you'd like to add -> click the Modify members button The Add members list box is multiselect, so you can select and add several members at once.

4.11.4 Removing group membersTo remove a user or subgroup from a group:

click Configuration -> click Groups -> click the name of a group -> click Members in the left side navigation bar -> under Current members, check the box next to the user(s) or subgroup(s) you'd like to remove -> click the Modify members button.

You can check as many boxes as needed. It is also possible to add new members while deleting other members; just do both before clicking Modify members.


4.12 Granting group rights4.12.1 To grant group rights to a user

Click Configuration -> click Groups -> click the name of a group -> click User Rights in the left side navigation bar -> select right(s) from the New rights list box next to the correct user(s) -> click the "Modify User Rights" button.

Users granted rights this way will be able to create and modify this particular group (if granted the Admin Group right), add or remove members from this group (if granted the Admin Group Membership right), or add or remove themselves from this group (if granted the Modify Own Membership right).

4.12.2 To grant group rights to a system group or subgroupClick Configuration -> click Groups -> click the name of the group -> 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.

Subgroups and system groups granted rights this way will be able to create and modify this particular group (if granted the Admin Group right), add or remove members from this group (if granted the Admin Group Membership right), or add or remove themselves from this group (if granted the Modify Own Membership right).

4.12.3 To grant queue rights to a groupClick Configuration -> click Queues -> click the name of the queue -> click Group Rights in the left side navigation bar -> 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.

Groups granted rights this way will be able to use the rights in this queue only.

4.12.4 To grant global rights to a groupClick 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.

Groups granted rights this way will be able to use the rights in every queue.

4.13 Revoking group rights4.13.1 To take group rights away from a user

click Configuration -> click Groups -> click the name of a group -> 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.


4.13.2 To take group rights away from a system group or subgroupclick Configuration -> click Groups -> click the name of the group -> 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.

4.13.3 To take queue rights away from a groupclick 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

4.13.4 To take global rights away from a groupclick 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.

4.14 Creating a queueRemember that queues cannot be deleted, just disabled. But if you really need a new one:

Click Configuration -> click Queues -> click New queue in the left side navigation bar

You'll be presented with some boxes to fill in (The only field you really need to fill in is Queue Name, but providing as much information as possible always helps):

Different fields in the queue screen:

Queue Name: usually a single word

Description: the purpose of the queue

Reply Address: the email address for the queue (example: [email protected])

Comment Address: an email address that receives internal comments ([email protected])

Priority starts at: This can be a value from 0-99. When a ticket is created in this queue, it will be given this priority by default. This is most useful when you have staff who works on more than one queue.

Requests should be due in ___ days: provide a number here and, when a ticket is created, it will be given a due date that number of days later.

Over Time, priority moves toward: Again, a value from 0-99. This is intended to provide a ceiling for a ticket's priority. There is also a checkbox, checked by default that says Enabled (Unchecking this box will disable this queue). Leave that alone unless you want to get rid of the queue.

When you're done, click the Save Changes button to create the queue.

Note: We can identify five levels of priority for tasks:

1. Low - Minor annoyance; there is a workaround.

2. Medium - Some annoyance; there is a workaround.


3. High - Lots of annoyance; there is a workaround.

4. Critical - Something is partly broken or someone can't do part of their job as a result. No workaround.

5. Fatal - Something is very broken or someone can't do any of their jobs. No workaround.

RT allows you to assign a priority from 0-99 to a ticket. We decided to assign the following ranges for each priority level: 1-10 for Low tickets, 11-20 for Medium tickets and so on to 41-50 for fatal tickets.

4.14.1 Adding Watcher to Queue (for Admin purposes)For every queue there is a admin who gets notification for ticket creation. This has to be added as a Watcher for queue. It is very important to set a watcher for the queue otherwise admin may not get ticket generation notifications.

The steps are as follows:

Click Configuration -> click Queues

Click on required queue name. This opens a ‘Basics’ tab

Click on ‘Watchers’ link to open ‘Watchers’ tab

NOTE: ‘Find People whose’ option is for searching individual user and ‘Find Group whose’ option is to search a group.

Type required user/group in text box and click ‘Go’ button. This will display list of matching user/group names

For required user/group select ‘Cc’ or ‘Admin Cc’ from adjacent combo box to add that user to the queue in required role

Click on button ‘Save Changes’ to apply the changes

4.15 Finding a queue:4.15.1 To see a list of active queues

Click Configuration -> click Queues

Under Enabled Queues, you'll see a list of just that. Click the name of any of these queues to modify it.

4.15.2 To find disabled queuesClick Configuration -> click Queues -> check the Include disabled queues in listing box -> click the Go! Button.

Now you'll see a list of All Queues, including disabled queues. Click the name of any of these queues to modify it.


4.16 Modifying a queueTo change a queue's basic information

Click Configuration -> click Queues -> click the name of the queue you'd like to modify.

Now you can change the queue's name, description, reply and comment addresses, priority, due date, and enabled/disabled status. Click the Save Changes button at the bottom of the page when you're done.

4.17 Adding watchers to a queueTo get to the right page to add watchers to a queue:

Click Configuration -> click Queues -> click the name of the queue you'd like to modify -> click Watchers in the left side navigation bar Next, you'll need to find the right user by using the search boxes on that page and clicking the Go! Button.

4.18 Deleting watchers from a queueTo remove a user from Cc or AdminCc duty on a queue:

click Configuration -> click Queues -> click the name of the queue you'd like to modify -> click Watchers in the left side navigation bar -> check the box(es) next to the user(s) you'd like to remove -> click the Save Changes button at the bottom of the page.

4.19 Scrips in queues4.19.1 Creating a scrip

To add scrip to a queue:

Click Configuration -> click Queues -> click the name of the queue -> click Scrips in the left side navigation bar-> click New scrip -> type a few relevant words in the Description box -> select a condition from the Condition drop-down menu -> select an action from the Action drop-down menu - > select a template from the Template drop-down menu -> click the Submit button.

4.19.2 Modifying a scripTo modify queue scrip:

Click Configuration -> click Queues -> click the name of the queue -> click Scrips in the left side navigation bar-> click the name of the scrip to modify -> make changes -> click the Submit button

You cannot modify scrip’s that apply to all queues.

4.19.3 Deleting a scripTo delete queue scrip:

Click Configuration -> click Queues -> click the name of the queue -> click Scrips in the left side


navigation bar-> check the box next to the scrip you’d like to delete -> click the Submit button.

You cannot delete scrip’s that apply to all queues.

4.20 Global Scrips4.20.1 To add scrip globally

Click Configuration -> click Global -> click Scrips -> click New scrip in the left side navigation bar -> type a few relevant words in the Description box -> select a condition from the Condition drop-down menu -> select an action from the Action drop-down menu -> select a template from the Template drop-down menu -> click the Submit button.

4.20.2 Modifying a scripTo modify global scrip:

Click Configuration -> click Global -> click Scrips -> click the name of the scrip to modify -> make changes -> click the Submit button.

4.20.3 Deleting a scripTo delete global scrip:

click Configuration -> click Global -> click Scrips -> check the box next to the scrip you’d like to delete -> click the Submit button.

4.21 Rights within a queue4.21.1 To grant queue rights to a group

Click Configuration -> click Queues -> click the name of the queue -> click Group Rights in the left side navigation bar -> 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.

The selected group(s) can now use this right in this queue only.

4.21.2 To grant queue rights to a userClick Configuration -> click Queues -> click the name of the queue -> click User Rights in the left side navigation bar -> 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.

The selected user(s) can now use this right in this queue only.


4.22 Revoking queue rights4.22.1 To 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.

4.22.2 To take a queue right away from a groupClick 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.

4.23 Disabling a queueRT 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.

4.24 Re-enabling a queueTo 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.

4.25 Global group Rights4.25.1 To 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.

4.25.2 To take global rights away from a groupClick 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.


4.26 Global user Rights4.26.1 To 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.

4.26.2 To take global rights away from a userClick 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.

4.27 Custom Fields4.27.1 Adding 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:

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

4.27.2 Adding Custom field to a queueTo add a created custom field to a queue follow the steps:

Goto links:


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

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.

4.27.3 Rights for custom fieldsGoto 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.


4.27.4 Modifying Autoreply.pm for Cc listIf 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

4.27.5 Adding Cc name for open ticket during correspondenceSometimes 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 ConfigurationGlobalScripNew ScripIn the tab for new scrip select / type following options:

Description: AddWatchersOnCorrespondCondition: On CorrespondAction: User Defined


Template: Global Template: BlankStage: 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;

4.27.6 Changing LogoGo 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:<a href="http://itaas.com"><img src="<%$RT::WebImagesURL%>/itaaslogo.gif" alt="<%"itaas Inc. logo"%>" width="104" height="75" /></a>

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

4.27.7 Queue specific templatesBy 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.

4.27.7.1 ECS Resolved templateGo toConfiguration->Queuesecs_supportTemplatesNew TemplateAdd the information for following fields as:


Name: ResolvedDescription: Ticket ResolvedContent: 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 [email protected].

Thank you,

ECS Support Team

4.27.7.2 ECS Autoreply templateGo toConfiguration->Queuesecs_supportTemplatesNew TemplateAdd the information for following fields as:Name: AutoreplyDescription: Default Autoresponse templateContent: 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


4.27.8 Setting Default values to Custom fieldsThere 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:

ConfigurationQueuesecs_supportScripsNew 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 ) {


http://rt3.spartanlabs.local/Admin/Queues/Scrip.html?id=36&Queue=3

http://rt3.spartanlabs.local/Admin/Queues/Scrip.html?id=36&Queue=3

$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


5User and Group rights added for ECS and VOD queuesFollowing are the rights that we have assigned to the user and groups for ecs_support and vod_support queues: (this is just an example)

5.1 ECS queueConfiguration Queues ecs_support

5.1.1 Group rightsConfigurationQueues ecs_support Group Rights

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

Privileged: comment on ticket, reply to ticket, see queue, watch

Unprivileged: No Rights Granted

Every One: Create ticket

Under “Roles”: The below rights are granted for Cc, Owner, Requestor and AdminCc

CC: No Rights Granted

Owner: Assign custom fields, comment on ticket, Create ticket, delete ticket, modify ticket, own ticket, reply to ticket, see queue, show ACL, show outgoing email, show scrips, show template, show ticket, show ticket comments, steal ticket, take ticket, watch.

Requestor: Create ticket, watch, ReplyToTicket

AdminCc: comment on ticket, Create ticket, delete ticket, modify ticket, own ticket, reply to ticket, see queue, show ACL, show outgoing email, show scrips, show template, show ticket, show ticket comments, steal ticket, take ticket, watchAsAdminCc.

Under “User Defined Groups”: The below rights are granted for ecs_manager, ecs_owner group and ecs_supervisor group

Ecs_manager: Admin queue, Comment on ticket, Create ticket, See queue, Show ACL, Show outgoing email, Show Scrips, Show template, Show ticket, Showticketcomments, Watch.

Ecs_owner group: Assign custom fields, Comment on ticket, Create ticket, Delete ticket, Modify ticket, Own ticket, Reply to ticket, See queue, Show ACL, Show outgoing email, show scrips, show template, Show ticket, Showticketcomments, steal ticket, take ticket, Watch.

Ecs_supervisor group: Comment on ticket, See queue, Show ACL, Show outgoing email, show scrips, Show template, Show ticket, Show ticket comments, watch

After assigning the above rights click on Modify group rights.

5.1.2 User rightsConfiguration Queues ecs_support User Rights

Root: No Rights Granted


Pushkar: Admin queue, Assign custom fields, Comment on ticket, own ticket, see queue, show outgoing email, watch.

Ajit Bhor: Comment on ticket, modify ticket, see queue, show ticket, show outgoing email, show ticket comments, watch.

Mainendra: Comment on ticket, modify ticket, see queue, show outgoing email, show ticket, watch.

Manager1: No Rights Granted


Krishna Prasad: Assign Custom Fields, comment on ticket, see queue, own ticket, reply to ticket, show outgoing email, show ticket comments.

After assigning the above rights click on Modify user rights.

5.2 VOD queueConfiguration Queues vod_support

5.2.1 Group rightsConfiguration Queues vod_support Group Rights

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

Privileged: comment on ticket, reply to ticket, see queue, watch

Unprivileged: No Rights Granted

Every One: Create ticket

Under “Roles”:CC: No Rights Granted

Owner: Assign custom fields, comment on ticket, Create ticket, delete ticket, modify ticket, own ticket, reply to ticket, see queue, show ACL, show outgoing email, show scrips, show template, show ticket, show ticket comments, steal ticket, take ticket, watch.

Requestor: Create ticket, watch, ReplyToTicket

AdminCc: comment on ticket, Create ticket, delete ticket, modify ticket, own ticket, reply to ticket, see queue, show ACL, show outgoing email, show scrips, show template, show ticket, show ticket comments, steal ticket, take ticket, watchAsAdminCc.

Under User Defined Groups: The below rights are granted for vod_manager, vod_owner group and vod_supervisor group

vod_manager: Admin queue, Comment on ticket, Create ticket, See queue, Show ACL, Show outgoing email, Show Scrips, Show template, Show ticket, Showticketcomments, Watch.

vod_owner group: Assign custom fields, Comment on ticket, Create ticket, Delete ticket, Modify ticket, Own ticket, Reply to ticket, See queue, Show ACL, Show outgoing email, show scrips, show template, Show ticket, Showticketcomments, steal ticket, take ticket, Watch.

vod_supervisor group: Comment on ticket, See queue, Show ACL, Show outgoing email, show scrips, Show template, Show ticket, Show ticket comments, watch

After assigning the above rights click on Modify group rights.


5.2.2 User rightsConfiguration Queues vod_support User Rights

Root: Admin queue, Comment on ticket, Create ticket, Delete ticket, reply to ticket, see queue

Pushkar: Comment on ticket, modify ticket, see queue, show ticket, show outgoing email, show ticket comments, watch

Ajit Bhor: Admin queue, Assign custom fields, Comment on ticket, own ticket, see queue, show outgoing email, watch.

Mainendra: Assign Custom Fields, comment on ticket, see queue, own ticket, reply to ticket, show outgoing email, show ticket comments.



Krishna Prasad: Comment on ticket, modify ticket, see queue, show outgoing email, show ticket, watch.

After assigning the above rights click on Modify user rights.


6Watchers for ecs_queue and

vod_queueThe watchers for ecs_queue and vod_queue is as follows (this is for example):

6.1.1 Watchers for ecs_queueFor “ecs_queue” the watchers are as follows:

Cc: Pushkar

AdminCc: ecs_manager

6.1.2 Watchers for vod_queueFor “vod_queue” the watchers are as follows:

Cc: Pushkar

AdminCc: vod_manager


itaas Inc.6470 East Johns Crossing, Suite 370Duluth, GA 30097Tel: 770-368-4024Fax: 770-246-0616Email: [email protected]: www.itaas.com

http://www.itaas.com/

mailto:[email protected]

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