Changes to Email.pm worked when a ticket is created by sending email to RT . Has anyone attempted to implement writing a scrip?
I could not get *RT-Extension-MandatorySubject* plugin to work for opening tickets via the web interface. I am hoping writing scrip may work for both the cases. -vm On Tue, Oct 5, 2010 at 3:30 PM, testwreq wreq <[email protected]> wrote: > YOU ALL ARE THE BEST!!! > > I have RT 3.8.4; But hacking as suggested by Steve worked. I will be trying > replacing the changes to local/lib/RT/Interface/Email.pm > > Thanks a million, > vm > On Tue, Oct 5, 2010 at 2:57 PM, Mathieu Longtin > <[email protected]>wrote: > >> Or saving the changed file in local/lib/RT/Interface/Email.pm instead. >> That way you don't lose the changes at the next upgrade. >> >> -- >> Mathieu Longtin >> 1-514-803-8977 >> >> >> On Tue, Oct 5, 2010 at 1:21 PM, Steve Anderson < >> [email protected]> wrote: >> >>> As with the thread mentioned by Konstantin, a lot of it will depend on >>> how you bring the email into RT. >>> >>> If I were doing it, with the way I have RT set up, I'd just adjust the >>> Exim filter I'm using to check for a blank subject, and send a bounce email >>> on that. But I'm doing a bundle of filtering already. If you're just using a >>> mail alias with sendmail, that's going to need more work. The thread >>> mentioned does suggest an edit to the lib/RT/Interface/Email.pm::Gateway, to >>> check for a subject, before it's accepted. >>> >>> >>> >>> Steve Anderson >>> >>> >>> >>> >>> From: testwreq wreq [mailto:[email protected]] >>> Sent: 05 October 2010 18:17 >>> To: Steve Anderson >>> Cc: [email protected] >>> Subject: Re: [rt-users] mandatory subject >>> >>> I meant don't create a ticket, if there's no subject. I'd like bounce >>> the request back to sender asking to create it again with some subject. >>> >>> >>> >>> On Tue, Oct 5, 2010 at 1:11 PM, Steve Anderson < >>> [email protected]> wrote: >>> Depends what you mean by mandatory. >>> >>> If you mean a default, if the inbound email doesn't have a subject, >>> should be possible to have a create scrip that sets the ticket's title, if >>> it doesn't have one. >>> Something like a scrip with the on create condition, then something like >>> the following in the custom action cleanup. (not tested in any way) >>> >>> my $t_subject = $self->TicketObj->Subject; >>> if ($t_subject eq ''){ >>> $self->TicketObj->SetSubject('No subject given'); >>> } >>> >>> I'd probably set the stage to transactionbatch. >>> >>> >>> >>> If you mean don't create a ticket, if there's no subject, I'd suggest >>> doing that with however you're getting the email into RT first. As long as >>> you're running it through procmail, or an exim filter, or something like >>> that. Otherwise, you'd need a scrip to send an email, and to close the >>> ticket. Better not to create it in the first place. >>> >>> >>> >>> Steve Anderson. >>> >>> BiP Solutions Limited is a company registered in Scotland with Company >>> Number SC086146 and VAT number 383030966 and having its registered >>> office at Medius, 60 Pacific Quay, Glasgow, G51 1DZ. >>> >>> >>> **************************************************************************** >>> This e-mail (and any attachment) is intended only for the attention of >>> the addressee(s). Its unauthorised use, disclosure, storage or copying >>> is not permitted. 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RT Training in Washington DC, USA on Oct 25 & 26 2010 Last one this year -- Learn how to get the most out of RT!
