[rt-users] Sending mails to admin when a new ticket is created
Hi, Is there a way to have RT send a e-mail whenever a new ticket is available in a queue? I tried adding our 'sysadmin' group to the CC watchers list of the queue but that doesn't seem to do what I expected. Nico (running RT 3.6.1-4 on Debian Etch) -- Nico De Ranter [EMAIL PROTECTED] ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users 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
Re: [rt-users] Sending mails to admin when a new ticket is created
On Thu, Jun 21, 2007 at 09:08:02AM +0200, Nico De Ranter wrote: Hi, Is there a way to have RT send a e-mail whenever a new ticket is available in a queue? I tried adding our 'sysadmin' group to the CC watchers list of the queue but that doesn't seem to do what I expected. I'm pretty sure OnCreate Notify only goes to teh AdminCc:s by default. You can add either add the group as an admincc: , or add an extra script to the quue to send alert to the cc as well. TTFN -- Roger. Home| http://www.sandman.uklinux.net/ Master of Peng Shui. (Ancient oriental art of Penguin Arranging) Work|Independent Sys Consultant | http://www.computer-surgery.co.uk/ New key Fpr: 72AF 0ACC 9A53 E59F B1B6 DC14 1983 A13E 5C3D 3CEB signature.asc Description: Digital signature ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users 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
Re: [rt-users] LastUpdated should be ignored by ModifyDates
Hey, noone around having an idea? :/ joey wrote: I tried around alot, but i can't get it to work. I need the LastUpdated-field not to be changed when someone changes the Due-Date of a ticket. This is what i acutally want to set-up: A tool (rt-crontool for ex.) that searches tickets that has not been modified since a given period of time. Modified means neither a comment nor a correspondence. Modifying the Due-Date, Priority or whatever should be ignored. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users 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
Re: [rt-users] Sending mails to admin when a new ticket is created
On Thu, 2007-06-21 at 09:43 +0100, Roger Gammans wrote: On Thu, Jun 21, 2007 at 09:08:02AM +0200, Nico De Ranter wrote: Hi, Is there a way to have RT send a e-mail whenever a new ticket is available in a queue? I tried adding our 'sysadmin' group to the CC watchers list of the queue but that doesn't seem to do what I expected. I'm pretty sure OnCreate Notify only goes to teh AdminCc:s by default. You can add either add the group as an admincc: , or add an extra script to the quue to send alert to the cc as well. Doh! Thanks, I'll that Nico ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users 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
RE: [rt-users] Assigning owner on inbound email
I have a scrip that does just this. We have the two addresses: help and
dc_help pointing to the same queue, but dc_help should be assigned to
one person in particular.
The Condition is On Create and the Action is User Defined with a
global template of Blank.
The custom action preparation code is: 1; and the custom action
cleanup code is:
my $header = 'To';
if ($self-TransactionObj-Attachments-First-GetHeader($header) =~
/dc_help/) {
$self-TicketObj-SetOwner(7602);
}
1;
Hope that's helpful.
_Erik
From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf Of Chance
Ervin
Sent: Wednesday, June 20, 2007 9:18 PM
To: Chance Ervin; rt-users@lists.bestpractical.com
Subject: RE: [rt-users] Assigning owner on inbound email
Looks like this is done with Scrips and not with the mailgate.
From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf Of Chance
Ervin
Sent: Wednesday, June 20, 2007 5:29 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Assigning owner on inbound email
MTA: sendmail
I have configured the aliases file so that emails sent to a certain
address are automatically placed in the proper queue. I used the
following:
rt-requisitions: |/opt/rt3/bin/rt-mailgate --queue 'Purchase
Requisitions' --action correspond --url https://helpdesk.intelenet.net/;
What I would like to do is assign the owner as well based on this
address. I have not been able to find a way to do this with the examples
in the RT Essentials book or the Wiki.
If this is possible, could someone point me in the right direction?
Thank you.
___
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
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
Re: [rt-users] LastUpdated should be ignored by ModifyDates
Hey,
just tried this:
modify: ./lib/RT/Interface/Web.pm line: 1482
change this:
$DateObj-Set(Format = 'unknown', Value = $ARGSRef-{ $field . _Date'}
to this:
$DateObj-Set(Field = 'due', Format = 'unknown', Value = $ARGSRef-{
$field . '_Date' }, RecordTransaction = 0);
Sadly its ignored and the LastUpdated-field will be still modified.
Mathew Snyder wrote:
joey wrote:
Hey,
noone around having an idea? :/
joey wrote:
I tried around alot, but i can't get it to work. I need the
LastUpdated-field not to be changed when someone changes the Due-Date of
a ticket.
This is what i acutally want to set-up:
A tool (rt-crontool for ex.) that searches tickets that has not been
modified since a given period of time. Modified means neither a comment
nor a correspondence. Modifying the Due-Date, Priority or whatever
should be ignored.
We use a patch suppled by a user that, after applied, prevents the Last
Updated
time to change. It applies the change to EscalatePriority.pm but I would
imagine all you'd have to do is alter the other necessary subs in other files:
sub Commit {
my $self = shift;
- my ($val, $msg) = $self-TicketObj-SetPriority($self-{'prio'});
+ my ($val, $msg) = $self-TicketObj-__Set(Field = 'Priority', Value =
$self-{'prio'}, RecordTransaction = 0);
'RecordTransaction = 0' is what you want.
Mathew
___
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
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
[rt-users] Integration with LANDesk
Folks, Has anyone tried to integrate RT with LANDesk (or perhaps another commercial asset tracking system)? I've looked at AT, but as a company we're somewhat beholden to LANDesk for asset and inventory management -- so AT by itself isn't a workable solution. I'm looking for any pointers or suggestions in this direction. Thanks, -David ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users 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
Re: [rt-users] AutoReply vs Notify
At Wednesday 6/20/2007 05:23 PM, Roger Gammans wrote: On Wed, Jun 20, 2007 at 01:33:05PM -0700, Kenneth Crocker wrote: also recorded in the ticket history. All well and good. The scrip we use for ticket creation specifies AutoReply to Requestor and that, too, works as expected. In an effort to create a little consistency, I changed the action for the on create scrip from AutoReply to Requestor to Notify Requestor. Goodness! You'd think I had cut the [snip] know why this change should make such a difference in the result? I really thought the two were a bit redundant, but obviously not. help??? Hmm. This explains stuff I've seen recently. ahh, yup , after RTFSource I can see the difference is that the Notify action suppresses sending and email to the creator of the tranasaction, where as AutoReply doesn't. At least I think thats it.. ` Yes, that's the intent - Steve ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users 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
[rt-users] Incoming mail stuck in MTA
I'm using Postfix with a Cent OS install on my RT 3.6.3 box. I recently setup a bunch of new queues and accidently had a typo on one of the queues in the /etc/aliases file. I sent a test email to that queue and obviously it errored out since no queue of that name existed. I fixed the problem in my aliases file and all is well with the world except that I keep getting an error in my maillog because the mail gate keeps trying to process this message that can't be delivered to a queue that doesn't exist. Where can I find this message and delete it on the system? Thanks, -Jeff -- This message has been scanned for viruses and dangerous content by MailScanner, and is believed to be clean. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users 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
Re: [rt-users] Incoming mail stuck in MTA
Those deferred messages should be in: /var/spool/clientmqueue Simply take a look at the files to make sure they are the emails in question, then delete them. In other odd cases, they may have ended up in one of the directories under /var/spool/postfix - but those directories are used for temporary processing of mail - ie, an email might appear in the 'bounce' directory, then gone in the next second. James Moseley Jeff Platter [EMAIL PROTECTED] t.net To Sent by: rt-users@lists.bestpractical.com rt-users-bounces@ cc lists.bestpractic al.comSubject [rt-users] Incoming mail stuck in MTA 06/21/2007 10:25 AM I’m using Postfix with a Cent OS install on my RT 3.6.3 box. I recently setup a bunch of new queues and accidently had a typo on one of the queues in the /etc/aliases file. I sent a test email to that queue and obviously it errored out since no queue of that name existed. I fixed the problem in my aliases file and all is well with the world except that I keep getting an error in my maillog because the mail gate keeps trying to process this message that can’t be delivered to a queue that doesn’t exist. Where can I find this message and delete it on the system? Thanks, -Jeff -- This message has been scanned for viruses and dangerous content by MailScanner, and is believed to be clean. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users 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 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users 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
R: [rt-users] Incoming mail stuck in MTA
I think you should check your /var/spool/mqueue directory. for every mail not already sent you should find a qf* file and a df* one. one for the contents/data of the e-mail (df) and one for the information pertinent with the e-mail delivery itself (qf). checking them you could delete the e-mail files you need to. See also http://www.unet.univie.ac.at/aix/aixbman/commadmn/ml_queue.htm HIH, Gianluca Da: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Per conto di Jeff Platter Inviato: giovedì 21 giugno 2007 17.25 A: rt-users@lists.bestpractical.com Oggetto: [rt-users] Incoming mail stuck in MTA I'm using Postfix with a Cent OS install on my RT 3.6.3 box. I recently setup a bunch of new queues and accidently had a typo on one of the queues in the /etc/aliases file. I sent a test email to that queue and obviously it errored out since no queue of that name existed. I fixed the problem in my aliases file and all is well with the world except that I keep getting an error in my maillog because the mail gate keeps trying to process this message that can't be delivered to a queue that doesn't exist. Where can I find this message and delete it on the system? Thanks, -Jeff -- This message has been scanned for viruses and dangerous content by MailScanner http://www.mailscanner.info/ , and is believed to be clean. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users 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
R: [rt-users] Incoming mail stuck in MTA
opss.. I didn't read that you are using postfix Don't know if the same applies for it. Sorry for the bandwith waste... Da: Gianluca Cecchi Inviato: giovedì 21 giugno 2007 17.40 A: 'rt-users@lists.bestpractical.com' Oggetto: R: [rt-users] Incoming mail stuck in MTA I think you should check your /var/spool/mqueue directory. for every mail not already sent you should find a qf* file and a df* one. one for the contents/data of the e-mail (df) and one for the information pertinent with the e-mail delivery itself (qf). checking them you could delete the e-mail files you need to. See also http://www.unet.univie.ac.at/aix/aixbman/commadmn/ml_queue.htm HIH, Gianluca Da: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Per conto di Jeff Platter Inviato: giovedì 21 giugno 2007 17.25 A: rt-users@lists.bestpractical.com Oggetto: [rt-users] Incoming mail stuck in MTA I'm using Postfix with a Cent OS install on my RT 3.6.3 box. I recently setup a bunch of new queues and accidently had a typo on one of the queues in the /etc/aliases file. I sent a test email to that queue and obviously it errored out since no queue of that name existed. I fixed the problem in my aliases file and all is well with the world except that I keep getting an error in my maillog because the mail gate keeps trying to process this message that can't be delivered to a queue that doesn't exist. Where can I find this message and delete it on the system? Thanks, -Jeff -- This message has been scanned for viruses and dangerous content by MailScanner http://www.mailscanner.info/ , and is believed to be clean. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users 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
RE: [rt-users] Incoming mail stuck in MTA
If you use mailq to get the Queue ID of the message, you can do postsuper -d QueueID to remove the message from the queue. man postsuper, and take a look at the -d flag for examples. -- Jacob Helwig PC Technician Busch's Help Desk Desk: x35221 Direct: 734-214-8221 From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Jeff Platter Sent: Thursday, June 21, 2007 11:25 AM To: rt-users@lists.bestpractical.com Subject: [rt-users] Incoming mail stuck in MTA I'm using Postfix with a Cent OS install on my RT 3.6.3 box. I recently setup a bunch of new queues and accidently had a typo on one of the queues in the /etc/aliases file. I sent a test email to that queue and obviously it errored out since no queue of that name existed. I fixed the problem in my aliases file and all is well with the world except that I keep getting an error in my maillog because the mail gate keeps trying to process this message that can't be delivered to a queue that doesn't exist. Where can I find this message and delete it on the system? Thanks, -Jeff -- This message has been scanned for viruses and dangerous content by MailScanner http://www.mailscanner.info/ , and is believed to be clean. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users 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
RE: [rt-users] Incoming mail stuck in MTA
You can run mailq and see if there's a queue_ID for that email (assuming it's stuck in postfix). Delete it with the following command: postsuper -d queue_ID From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Jeff Platter Sent: Thursday, June 21, 2007 11:25 AM To: rt-users@lists.bestpractical.com Subject: [rt-users] Incoming mail stuck in MTA I'm using Postfix with a Cent OS install on my RT 3.6.3 box. I recently setup a bunch of new queues and accidently had a typo on one of the queues in the /etc/aliases file. I sent a test email to that queue and obviously it errored out since no queue of that name existed. I fixed the problem in my aliases file and all is well with the world except that I keep getting an error in my maillog because the mail gate keeps trying to process this message that can't be delivered to a queue that doesn't exist. Where can I find this message and delete it on the system? Thanks, -Jeff -- This message has been scanned for viruses and dangerous content by MailScanner http://www.mailscanner.info/ , and is believed to be clean. This email (including any attachments) is for its intended-recipient's use only. This email may contain information that is confidential or privileged. If you received this email in error, please immediately advise the sender by replying to this email and then delete this message from your system. For further information and disclaimers that apply to this email, see [http://www.viacom.com/email_disclaimer.jhtml]. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users 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
Re: [rt-users] FW: Ticket Report We Use
Hi everyone, here is what I was told by the person who created the report, I hope this helps: In crystal, they have to go to DatabaseSet Location, click on each of the tables then set location and find the database/table. This remaps the tables to their database and they should be able to run the report. Nick Del Carpio CompuPay IT HelpDesk 3450 Lakeside Dr. Suite 400 Miramar, FL 33027 954-874-4888 -Original Message- From: [EMAIL PROTECTED] To: Helmuth Ramirez CC: [EMAIL PROTECTED]; [EMAIL PROTECTED]; Jesse Vincent Sent: Wed Jun 20 09:56:29 2007 Subject: Re: [rt-users] FW: Ticket Report We Use El Mar, 19-06-2007 a las 16:12 -0400, Helmuth Ramirez escribió: Ok, here is the report we use, something simple that perhaps the community can build upon. Helmuth, can you point us in the right direction on how to get this report running on our RT? Thx Seb.- This Electronic message contains information from CompuPay which may be privileged. The information is intended to be for the use of the addressee only. If you are not the addressee, or the employee or agent responsible to deliver it to the intended recipient, note that any disclosure, copy distribution or use of the contents of this message is prohibited. If you have received this Electronic Message in error, please promptly notify the sender by return e-mail. For more information regarding our company please visit www.compupay.com http://www.compupay.com/ ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users 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
Re: [rt-users] AutoReply vs Notify
Stephen, Gene, Roger, Thanks. I suspected that something like that was the case, but couldn't find any documentation on it in RT Essentials and wanted to be sure. Kenn LBNL Stephen Turner wrote: At Wednesday 6/20/2007 05:23 PM, Roger Gammans wrote: On Wed, Jun 20, 2007 at 01:33:05PM -0700, Kenneth Crocker wrote: also recorded in the ticket history. All well and good. The scrip we use for ticket creation specifies AutoReply to Requestor and that, too, works as expected. In an effort to create a little consistency, I changed the action for the on create scrip from AutoReply to Requestor to Notify Requestor. Goodness! You'd think I had cut the [snip] know why this change should make such a difference in the result? I really thought the two were a bit redundant, but obviously not. help??? Hmm. This explains stuff I've seen recently. ahh, yup , after RTFSource I can see the difference is that the Notify action suppresses sending and email to the creator of the tranasaction, where as AutoReply doesn't. At least I think thats it.. ` Yes, that's the intent - Steve ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users 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
[rt-users] Self-service ticket creation
To all, We use self-service for those who just want to send in a note and get a ticket created (they have the address of the queue). We do not have any forms for them to fill out and send in with other ticket information. We would like to do that; have a format for them to send with all pertinent data. How is this done? Do you have them send the E_mail with an attachement or have the body formated with reserved words followed by the corresponding data or what? Thanks. Kenn LBNL ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users 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
Re: [rt-users] Self-service ticket creation
The only way for general users to generate tickets in our system is via e-mail. We have some web forms that feed to a php script that does some error checking and then sends a formatted e-mail to rt. Works very nicely for us and makes extracting CFs a snap. We send the users a link back via autoreply so they can monitor their tickets, but that's all they can do. At 10:02 AM 6/21/2007, Kenneth Crocker wrote: To all, We use self-service for those who just want to send in a note and get a ticket created (they have the address of the queue). We do not have any forms for them to fill out and send in with other ticket information. We would like to do that; have a format for them to send with all pertinent data. How is this done? Do you have them send the E_mail with an attachement or have the body formated with reserved words followed by the corresponding data or what? Thanks. Kenn LBNL ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users 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 -- Gene LeDuc, GSEC Security Analyst San Diego State University ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users 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
Re: [rt-users] Self-service ticket creation
At Thursday 6/21/2007 01:02 PM, Kenneth Crocker wrote: To all, We use self-service for those who just want to send in a note and get a ticket created (they have the address of the queue). We do not have any forms for them to fill out and send in with other ticket information. We would like to do that; have a format for them to send with all pertinent data. How is this done? Do you have them send the E_mail with an attachement or have the body formated with reserved words followed by the corresponding data or what? Thanks. Kenn LBNL Kenn, Several of our queue owners user web forms that send email to RT. We use Dirk Pape's Extract Custom Fields contribution (see the wiki) to pull custom field values from the email. Steve ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users 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
Re: [rt-users] Self-service ticket creation
detert, We have that as well, it's just that some of our user's just want to send E_mail, period. So, we'll have to come up with something. Thanks. Kenn LBNL [EMAIL PROTECTED] wrote: * Kenneth Crocker [EMAIL PROTECTED] [070621 12:03]: To all, We use self-service for those who just want to send in a note and get a ticket created (they have the address of the queue). We do not have any forms for them to fill out and send in with other ticket information. We would like to do that; have a format for them to send with all pertinent data. How is this done? Do you have them send the E_mail with an attachement or have the body formated with reserved words followed by the corresponding data or what? Thanks. We use the LDAP-Overlay, and just let our end lusers login to RT. From there, they can create a ticket, view their own tickets, or close their own tickets. That's it. With the LDAP-overlay, we don't need to create them accounts. They just login, and they're set. - Jon ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users 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
Re: [rt-users] Self-service ticket creation
Gene, Thanks for your reply. I'm going to forward your response to our web-interface guy and we'll go from there. If you have any other details that might keep us from re-inventing a wheel, please pass them on. Your suggestions have always been helpful anyway. Thanks again. Kenn LBNL Gene LeDuc wrote: The only way for general users to generate tickets in our system is via e-mail. We have some web forms that feed to a php script that does some error checking and then sends a formatted e-mail to rt. Works very nicely for us and makes extracting CFs a snap. We send the users a link back via autoreply so they can monitor their tickets, but that's all they can do. At 10:02 AM 6/21/2007, Kenneth Crocker wrote: To all, We use self-service for those who just want to send in a note and get a ticket created (they have the address of the queue). We do not have any forms for them to fill out and send in with other ticket information. We would like to do that; have a format for them to send with all pertinent data. How is this done? Do you have them send the E_mail with an attachement or have the body formated with reserved words followed by the corresponding data or what? Thanks. Kenn LBNL ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users 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 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users 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
Re: [rt-users] Self-service ticket creation
Stephen, Thanks for your reply. It looks like web forms will be the way to go. If you have any examples that will help. Thanks again. Kenn LBNL Stephen Turner wrote: At Thursday 6/21/2007 01:02 PM, Kenneth Crocker wrote: To all, We use self-service for those who just want to send in a note and get a ticket created (they have the address of the queue). We do not have any forms for them to fill out and send in with other ticket information. We would like to do that; have a format for them to send with all pertinent data. How is this done? Do you have them send the E_mail with an attachement or have the body formated with reserved words followed by the corresponding data or what? Thanks. Kenn LBNL Kenn, Several of our queue owners user web forms that send email to RT. We use Dirk Pape's Extract Custom Fields contribution (see the wiki) to pull custom field values from the email. Steve ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users 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
Re: [rt-users] Self-service ticket creation
On Thu, Jun 21, 2007 at 10:02:57AM -0700, Kenneth Crocker wrote: We use self-service for those who just want to send in a note and get a ticket created (they have the address of the queue). We do not have any forms for them to fill out and send in with other ticket information. We would like to do that; have a format for them to send with all pertinent data. How is this done? Do you have them send the E_mail with an attachement or have the body formated with reserved words followed by the corresponding data or what? Thanks. As others have noted, when this topic was raised in the past, the solution proposed was indeed to create a custom webform, with as much validation as you like, which fed the ticket into RT either by email or by calling the commandline client (which may provide you a touch more control, but I'm not sure). I can understand why RT doesn't bundle this functionality; it's the part most susceptible to local customs. Cheers, -- jra -- Jay R. Ashworth Baylink [EMAIL PROTECTED] Designer The Things I Think RFC 2100 Ashworth Associates http://baylink.pitas.com '87 e24 St Petersburg FL USA http://photo.imageinc.us +1 727 647 1274 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users 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
Re: [rt-users] Custom Field value mandatory on resolve
Hi! Unfortunately Stan's question from April is still unanswered. Is there no way to make a custom field mandatory on resolve? The origin question was: --- Hello again to everyone! I have read the threads and found lots of opinions on how to make entering Custom Field value mandatory upon ticket creation. I'm interested however in a different feature. Most of our tickets are created after users send us an e-mail. We want our support engineers to choose a value for a Custom Field Type of Request before resolving the ticket. Using standard RT interface I couldn't implement such feature. Ticket would get resolved even if Custom Field value is not defined (though I put Mandatory validation for it). Basically what I want is to disable ticket resolving unless a value for Custom Field has been entered. Anyone knows if this is possible without messing with RT core files? Thanks, Stan PS: we're using RT 3.6.1 btw --- Sorry, I have no idea how to reply to the corresponding message in the list - without having the message as an e-mail. Christian ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users 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
RE: [rt-users] Custom Field value mandatory on resolve
Christian, You can accomplish this using Scrips. I shared a few Scrips about a week ago which we have implemented, one of which dealt with an OnResolve condition and two mandatory CustomFields. Take a quick peek through the list archives, if you can't find it you can contact me directly. -Sean -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Christian Felber Sent: Thursday, June 21, 2007 4:05 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Custom Field value mandatory on resolve Hi! Unfortunately Stan's question from April is still unanswered. Is there no way to make a custom field mandatory on resolve? The origin question was: --- Hello again to everyone! I have read the threads and found lots of opinions on how to make entering Custom Field value mandatory upon ticket creation. I'm interested however in a different feature. Most of our tickets are created after users send us an e-mail. We want our support engineers to choose a value for a Custom Field Type of Request before resolving the ticket. Using standard RT interface I couldn't implement such feature. Ticket would get resolved even if Custom Field value is not defined (though I put Mandatory validation for it). Basically what I want is to disable ticket resolving unless a value for Custom Field has been entered. Anyone knows if this is possible without messing with RT core files? Thanks, Stan PS: we're using RT 3.6.1 btw --- Sorry, I have no idea how to reply to the corresponding message in the list - without having the message as an e-mail. Christian ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users 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 This email (including any attachments) is for its intended-recipient's use only. This email may contain information that is confidential or privileged. If you received this email in error, please immediately advise the sender by replying to this email and then delete this message from your system. For further information and disclaimers that apply to this email, see [http://www.viacom.com/email_disclaimer.jhtml]. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users 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
Re: [rt-users] Custom Field value mandatory on resolve
Hi Christian, You should be able to use a TransactionBatch scrip to check that the CF exists at the time the status changes to resolved. If the CF is not acceptable, just have the scrip change the status back to the transaction's OldValue (maybe with transaction recording disabled so it doesn't trigger other scrips). I'd use TransactionBatch instead of TransactionCreate so I don't miss a resolution that also includes setting the CF to an acceptable value. This solution has nothing to do with the Mandatory setting for fields, it's just checks that a field has a value when a ticket is resolved. Regards, Gene At 01:04 PM 6/21/2007, Christian Felber wrote: Hi! Unfortunately Stan's question from April is still unanswered. Is there no way to make a custom field mandatory on resolve? The origin question was: --- Hello again to everyone! I have read the threads and found lots of opinions on how to make entering Custom Field value mandatory upon ticket creation. I'm interested however in a different feature. Most of our tickets are created after users send us an e-mail. We want our support engineers to choose a value for a Custom Field Type of Request before resolving the ticket. Using standard RT interface I couldn't implement such feature. Ticket would get resolved even if Custom Field value is not defined (though I put Mandatory validation for it). Basically what I want is to disable ticket resolving unless a value for Custom Field has been entered. Anyone knows if this is possible without messing with RT core files? Thanks, Stan PS: we're using RT 3.6.1 btw --- Sorry, I have no idea how to reply to the corresponding message in the list - without having the message as an e-mail. Christian ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users 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 -- Gene LeDuc, GSEC Security Analyst San Diego State University ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users 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
[rt-users] Report for Tickets Resolved Last Month
Hi. I know that RT can use some natural language description of dates, but I haven't found any combination that seems to work to give me a report of all tickets resolved last month. Ideally, it would be last month, the whole month, not 30 days ago (or else, we could really only run the report on 1 day of the month and get the report we need). Any suggestions? Thanks, Sam ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users 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
Re: [rt-users] Report for Tickets Resolved Last Month
We have a script for just this purpose. I'm working on commenting it better to make more sense to other people that might use it so any changes can be done with little confusion. I also need to verify that it is ok with the powers that be. Keep up with me and what I'm up to: http://theillien.blogspot.com Samuel P. Howard wrote: Hi. I know that RT can use some natural language description of dates, but I haven't found any combination that seems to work to give me a report of all tickets resolved last month. Ideally, it would be last month, the whole month, not 30 days ago (or else, we could really only run the report on 1 day of the month and get the report we need). Any suggestions? Thanks, Sam ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users 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 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users 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
