On 2/10/2011 2:03 PM, [email protected] wrote:
Send RT-Users mailing list submissions to
[email protected]
To subscribe or unsubscribe via the World Wide Web, visit
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
or, via email, send a message with subject or body 'help' to
[email protected]
You can reach the person managing the list at
[email protected]
When replying, please edit your Subject line so it is more specific
than "Re: Contents of RT-Users digest..."
Today's Topics:
1. unsubscribe (Dougherty Paul)
2. Re: How to Assign a value to a Custom Field using Requestor
Real Name (Kenneth Crocker)
3. RT Content Area - Create Link (Andy GOKTAS)
4. Exclude email sender from ticket notifications (Fritz Mahnke)
----------------------------------------------------------------------
Message: 1
Date: Thu, 10 Feb 2011 10:31:42 -0800
From: "Dougherty Paul"<[email protected]>
To: [email protected]
Subject: [rt-users] unsubscribe
Message-ID:
<c73ee97ec2afc54db02a6767623f96d20d39a...@sfrhsmail01.am.thmulti.com>
Content-Type: text/plain; charset="us-ascii"
unsubscribe
-------------- next part --------------
An HTML attachment was scrubbed...
URL:<http://lists.bestpractical.com/pipermail/rt-users/attachments/20110210/bfe194ad/attachment-0001.html>
------------------------------
Message: 2
Date: Thu, 10 Feb 2011 10:43:53 -0800
From: Kenneth Crocker<[email protected]>
To: [email protected]
Subject: Re: [rt-users] How to Assign a value to a Custom Field using
Requestor Real Name
Message-ID:
<[email protected]>
Content-Type: text/plain; charset="iso-8859-1"
Joe,
I'm curious why you want a report in a User's home page that would show
tickets *requested by other users* because their last name uses the same
letter (ie. CF with A - G). Why not just have a report that shows all
non-resolved tickets for which they are the Requestor? That would certainly
be easier to write and set up.
Just a thought.
Kenn
LBNL
In this case the Requestors are Students and Faculty from the Campus at
large and they want to organize all their groups tickets by Requestor
last name instead of by queues they managed
They have indicated that this provides a more personalized approach in
that folks from A-F always get the same Counselor responding to them no
matter what queue they inidcated for their problem
I realize this is a bit unusual but it is real important to this
particular organization
Thanks
Joe
On Wed, Feb 9, 2011 at 11:08 AM, Joe Kirby (gmail)<[email protected]> wrote:
My users would like to have reports on their RT-at-a-Glance page which
would parse out their tickets from several queues into a report grouped by
the requestors initial of their last name.
For example group 1 may be A-F, Group 2 G-K, etc.
I was thinking of having a Custom Field associated with their queues that
was set at time of entry and then have the report use that value in this
field (A-Z) to select records
My problem is that I do not know the field name for the Requestors Real
Name as indicated in the ?? marks below.
Additionally, I am VERY open if someone has a better idea.
Below is the script I was going to have exec at New Ticket entry
Any help is greatly appreciated
Thanks
Joe
my $CFName = 'Last Name Grouping';
my $RecTransaction = 1;
my $QueueObj = $self->TicketObj->QueueObj;
my $CFObj = RT::CustomField->new( $QueueObj->*??Requestor.RealName?? *);
$CFObj->LoadByNameAndQueue( Name => $CFName, Queue => $QueueObj->id );
unless( $CFObj->id ) {
$RT::Logger->warning("custom field '$CFName' isn't defined for queue
'". $QueueObj->Name ."'");
return undef;
}
my $RequestorRealName = '*??Requestor.RealName??*';
my $LastInitial = substr($RequestorRealName ,instr($RequestorRealName ,'
',-1,1)+1,1);
unless( $self->TicketObj->FirstCustomFieldValue( $CFObj->id ) ) {
my( $st, $msg ) = $self->TicketObj->AddCustomFieldValue(
Field => $CFObj->id,
Value => $LastInitial,
RecordTransaction =>
$RecTransaction );
unless( $st ) {
$RT::Logger->warning( "Couldn't set $DefaultValue as value for CF
$CFName:". $msg );
return undef;
}
}
return 1;
--
Joe Kirby , Assistant Vice President, Business Systems
Division of Information Technology (DoIT)
Support Response - http://www.umbc.edu/oit
Administration 627
Office - 410-455-3020
Email - [email protected]
-------------- next part --------------
An HTML attachment was scrubbed...
URL:<http://lists.bestpractical.com/pipermail/rt-users/attachments/20110210/2c1e5421/attachment-0001.html>
------------------------------
Message: 3
Date: Thu, 10 Feb 2011 10:44:34 -0800
From: "Andy GOKTAS"<[email protected]>
To:<[email protected]>
Subject: [rt-users] RT Content Area - Create Link
Message-ID:<[email protected]>
Content-Type: text/plain; charset=US-ASCII
Hello,
I'm trying to remember how to make a clickable link (after saving/updating a
ticket) within a comment/reply, etc.
It is something like:
- RT[######], [RT######], RT[#######], [########]
Did it before, I just can't remember.
BTW, ###### = ticket number
I'm not referring to the "Link" section of a ticket. I am aware of that. ;)
Thanks,
Andy Goktas
------------------------------
Message: 4
Date: Thu, 10 Feb 2011 13:02:45 -0600
From: Fritz Mahnke<[email protected]>
To: [email protected]
Subject: [rt-users] Exclude email sender from ticket notifications
Message-ID:
<[email protected]>
Content-Type: text/plain; charset=ISO-8859-1
Hello, I am looking for a way to stop a user from receiving an email
notification when they update a ticket by email. In other words, I
would like to modify the Scrip
"On Correspond Notify Requestors and Ccs with template Correspondence"
so if [email protected] is on the Cc list, they do not receive the
notification back to them when they update a ticket by email.
Would the best way to do this be creating a new Scrip with Custom
Condition? Or is there a better workflow?
Best regards,
Fritz Mahnke
------------------------------
_______________________________________________
RT-Users mailing list
[email protected]
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
End of RT-Users Digest, Vol 83, Issue 36
****************************************
--
Joe Kirby , Assistant Vice President, Business Systems
Division of Information Technology (DoIT)
Support Response - http://www.umbc.edu/oit
Administration 627
Office - 410-455-3020
Email - [email protected]
