Thanks is there a way to have it be a comment only so that only the admin cc's get it?
Mark Fuller BandTel Engineering 603-528-6538 Option 2 603-528-6937 FAX -----Original Message----- From: Gene LeDuc [mailto:[EMAIL PROTECTED] Sent: Monday, November 26, 2007 12:26 PM To: Mark Fuller Cc: rt-users@lists.bestpractical.com Subject: RE: [rt-users] take and resolve actions via email Hi Mark, Here's the scrip we use to resolve tickets via e-mail. In order to resolve a ticket this way, the e-mail must be from an AdminCc for that queue and it must contain the word "Ok" on the first line. Description: Resolved by e-mail Condition: User Defined Action: User Defined Template: Global template: Blank Stage: TransactionCreate Custom condition: { ### True if e-mail contains 'ok' - sets owner, resolves ticket my $Transaction = $self->TransactionObj; my $CreatorId = $Transaction->CreatorObj->Id; my $Queue = $self->TicketObj->QueueObj; my $val = $Transaction->Type eq 'Correspond' && $Queue->IsAdminCc($CreatorId) && $Transaction->Content =~ /\bok\s/i; return $val; } Custom action prep code: return 1; Custom action cleanup code: ### Set Set owner to e-mail sender, status to 'resolved' my $Ticket = $self->TicketObj; my $Transaction = $self->TransactionObj; my $CreatorId = $Transaction->CreatorObj->Id; $Ticket->_Set(Field=>'Owner', Value=>$CreatorId, RecordTransaction=>0); $Ticket->_Set(Field => 'Status', Value => 'resolved', RecordTransaction => 0); The 2 lines at the end of the cleanup code could also be: $Ticket->SetOwner($CreatorId); $Ticket->SetStatus('resolved'); but I use _Set instead because I don't want to fire off any more transactions when I resolve tickets this way. Regards, Gene At 08:48 AM 11/26/2007, Mark Fuller wrote: >I am interested in that script > >Mark Fuller > >BandTel Engineering > >603-528-6538 Option 2 > >603-528-6937 FAX > >-----Original Message----- >From: [EMAIL PROTECTED] >[mailto:[EMAIL PROTECTED] On Behalf Of Gene >LeDuc >Sent: Monday, November 26, 2007 11:29 AM >To: Asrai khn >Cc: rt-users@lists.bestpractical.com >Subject: Re: [rt-users] take and resolve actions via email > > >Hi Askar, > >This doesn't answer your question about special features, but it does >tell you a way to do what you want to do. > >I resolve tickets via e-mail using 3.6.3 with a fairly simple scrip. >When someone opens a ticket, I send out 2 e-mails. The first goes to >the user who opened it - they get login credentials so they can look at >the ticket. The second goes to the AdminCc list for the queue to >notify them that there's a new ticket in the queue. If a reply comes >in for that ticket, and the sender is one of the AdminCc, and the first >line of the e-mail is "Ok", then my scrip sets the ticket owner to the >person who sent the message and the status to resolved. Otherwise the >message just gets attached to the ticket. It would be simple to modify >a scrip like that to do a "take" as well. > >If you're interested in following this trail, let me know. > >Regards, >Gene > >At 06:55 AM 11/22/2007, Asrai khn wrote: > >while reading RT3 FAQs found that ... > > > >A2: RT 3.5 has support for take and resolve actions in rt-mailgate > >script, you can use them, but you should enable them in config. > > > >Wondering what to change in RT_SiteConfig.pm and can someone give me > >an examples of how to 'take' 'resolve' tickets via email, I know how > >to open new tickets in specific queue using mail. > > > >Thanks. Askar -- Gene LeDuc, GSEC Security Analyst San Diego State University _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com