On Wed, Mar 05, 2014 at 10:57:03AM -0500, Kevin Falcone wrote:
> You've described the workflow of RT-Extension-Nagios which you can
> probably steal code from. Alternately, if you don't want to create
> the ticket and then merge it, you could use an override of
> ExtractTicketId to 'fake' the exis
I have a situation where I am receiving updates from another automated
ticketing system which do not include our ticket tag, but do use their
own trouble ticket number in the Subject line. I want to attach all
the traffic from those updates to the same ticket.
The simplest way appears to be check
Most of our incoming support queries go directly to the ticketing
system, but some wind up in mailboxes and are then bounced to the
correct queue. Occasionally, the queries are time-sensitive, and we
need to know when they came in without having to look at the full
ticket history.
I had to dig a
We are using RT 4.0.2, and are having problems with messages in recent
Mac Mail (5.3) not threading properly. I modified our comment
template to put "Re:" at the beginning of the subject, before the
SubjectTag, and that helped, but has not entirely fixed the problem.
Is anyone else dealing with t
On Mon, May 10, 2010 at 02:15:36PM -0400, Jeff Blaine wrote:
> Name:Occurred Date
> Applies to: Tickets
> Type:Enter multiple values
> Validate:(?#-MM-DD)^\d\d\d\d-\d\d-\d\d$
> Creating a new ticket via the web GUI is rejected with:
> Occurred Date: Input must match [Y
Can Ticket SQL handle date math? I want to search for tickets with
more than 24 hours between Told and LastUpdated, but can't find
examples thereof.
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Eleanor J. (Piglet) Evans, e...@panix.com
Customer Support, (212) 741-4400
Discover RT's hidden secrets with RT Essentials from O'Reilly Media
On Thu, Mar 04, 2010 at 09:13:54PM -0500, Kevin Falcone wrote:
> On Thu, Mar 04, 2010 at 05:25:40PM -0500, Eleanor J. Evans [Panix Staff]
> wrote:
> > On Tue, Mar 02, 2010 at 06:46:20PM -0600, John Hascall wrote:
> > > Is it possible to forward a ticket (including any custom
On Tue, Mar 02, 2010 at 06:46:20PM -0600, John Hascall wrote:
> Is it possible to forward a ticket (including any custom fields)
> out of RT via email?
3.8.7 will forward the correspondence from a ticket, but you would
have to add the custom fields to its behavior.
--
Eleanor J. (Piglet) Evans,
On Tue, Mar 02, 2010 at 11:10:00AM -0800, Jonathan Rummel wrote:
> Can someone PLEASE tell me how to reference the 2nd, 3rd, etc. values
> selected in a Select Multiple custom field??
> I know that this references the first selected (of multiple):
> $Ticket->FirstCustomFieldValue('CF Name')
> I'm
RT doesn't seem to record forwards of tickets & transactions. Am I
just missing something, or do I need to add it?
--
Eleanor J. (Piglet) Evans, e...@panix.com
Customer Support, (212) 741-4400
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On Wed, Feb 03, 2010 at 09:32:39PM +0100, Albert Shih wrote:
> After a new ticket is create (by mail), RT send a mail to the requester and
> to the watcher of the queue.
> I would like to known how the watcher can put a comment to this ticket
> using the mail ?
> When the watcher reply to the R
On Wed, Jan 20, 2010 at 01:58:51PM -0800, Allen wrote:
> > ?1. ?How can I modify RT so that when I search in the ?quick search? box at
> > the top right of the page it searches all tickets, including resolved
> > tickets?
> The answer to that is in the wiki
Here: http://wiki.bestpractical.com/
On Thu, Jan 14, 2010 at 04:27:47PM -0500, Shawn M Moore wrote:
> Not quite. We have documentation about dashboards at:
> http://blog.bestpractical.com/2009/02/rt-38-tutorial-dashboards.html
> http://wiki.bestpractical.com/view/ManualDashboards
> If you still have questions after reading these, I'd
On Thu, Dec 24, 2009 at 12:34:44PM -0500, Eleanor J. Evans [Panix Staff] wrote:
> I've got a scrip & template that saves comments or correspondence to a
> customer's e-mail archive. I'd like to save the messages as
> text/plain instead of text/html. I'm working
I've got a scrip & template that saves comments or correspondence to a
customer's e-mail archive. I'd like to save the messages as
text/plain instead of text/html. I'm working in a 3.8.5 installation
that's been patched to 3.8.7.
I want to strip the HTML from messages posted via the web. There
Is RT-OnlineDocs worth installing? It looks helpful.
How do you interrogate the RT API? perldoc? RT-OnlineDocs? Or
something else?
--
Eleanor J. (Piglet) Evans, e...@panix.com
Customer Support, (212) 741-4400
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On Thu, Dec 10, 2009 at 01:42:40PM -0500, Jason Ledford wrote:
> I have just install the extract custom field module from cpan. I
> have added the plugin to RT and I can see it from the System Config
> page that shows it is loaded. There are no errors reported in the
> log. When I go to create a
On Thu, Dec 10, 2009 at 12:49:56PM -0500, Eleanor J. Evans [Panix Staff] wrote:
> I'm working on a scrip to store past correspondence on a ticket in a
> customer's e-mail archive when a customer id (custom field value) is
> added to a ticket. I've got everything working,
I'm working on a scrip to store past correspondence on a ticket in a
customer's e-mail archive when a customer id (custom field value) is
added to a ticket. I've got everything working, except that I'd
really like to send the original, unparsed e-mail, not what I'm
extracting from the message obje
On Wed, Dec 09, 2009 at 09:46:39AM -0500, boxy...@gmail.com wrote:
> Is there a way to disable sending acknowledgment Emails when a user is
> automatically added when an Email request is received?
Delete your "On Create Autorespond" scrip, then put it back when you
want to autorespond. (Or edit t
On Fri, Nov 27, 2009 at 01:14:39PM +, David X. Glover wrote:
> Currently, each of our queues have a group of people set as the
> AdminCC, so that group is emailed whenever any changes happen to the
> tickets in that queue.
> I want to make it more granular, so that if a ticket has an owner
On Sun, Nov 29, 2009 at 03:20:14PM -0800, John David Chapman wrote:
> OK, Lets take this step by step.
> I?m John Chapman, and my Customer is Joe Bloggs.
> So?.
> I log in using my superuser account ?John Chapman?.
> I goto Configuration>Global>User Rights, and see that ?Joe Bloggs? rights
> are o
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