Re: [rt-users] SOLVED? LDAP_INVALID_CREDENTIALS error with 'ExternalAuth' extension
Mike, I would certainly like to see this. *wish mode* If you could drag down group memberships as well and if they exist in RT, then add that user to those RT groups, I would love to see that as well as it would mean all the functionality for User creation could be setup via LDAP as well. MediaWiki does this and it works well (although far less complicated than RT I suspect). Cheers, David - Original Message - From: Mike Peachey [EMAIL PROTECTED] To: Kenneth Crocker [EMAIL PROTECTED] Cc: Pedro Lobo S. da Rocha [EMAIL PROTECTED], RT Users rt-users@lists.bestpractical.com Sent: Saturday, 12 April, 2008 9:51:45 PM GMT +10:00 Brisbane Subject: Re: [rt-users] SOLVED? LDAP_INVALID_CREDENTIALS error with 'ExternalAuth' extension I have a thought. I don't know whether I will need to override the AutoCreate method or if I can do it all just by passing params from the autohandler auth callback, but it seems reasonable that I should be able to easily allow LDAP users to be autocreated as Privileged, while leaving the default AutoCreation at unprivileged. This way, by way of a configuration setting, that is individual to each ExternalAuth configuration group (LDAP/DBI etc) you could specify whether to autocreate as privileged or unprivileged, and RT would still retain it's own default setting for *other* users.. Do you think this is something you'd want built into the extension? Opinions welcome. -- Kind Regards, ___ Mike Peachey, IT Tel: +44 (0) 114 281 2655 Fax: +44 (0) 114 281 2951 Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK http://www.jennic.com Confidential ___ 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] Embedding Images in WikiText?
All, Can I assume from the lack of response to this question that it isn't possible? Cheers, David - Original Message - From: David Hobley [EMAIL PROTECTED] To: rt-users rt-users@lists.bestpractical.com Sent: Monday, 7 April, 2008 7:30:59 PM GMT +10:00 Brisbane Subject: [rt-users] Embedding Images in WikiText? All, Is it possible to embed images within an RTFM WikiText area? I have been trying various combinations of things which work the MediaWiki, but can't get it working within RT. -- Cheers, 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
[rt-users] rt-mailgate not delivering mail
My RT install has been running fine for a couple of years until a recent routine upgrade of the packages. Since then, no mail has been able to get to RT. I tested with cat /usr/bin/test |/etc/smrsh/rt-mailgate --queue sales --action correspond --url http://mail.globaltradinglimited.com/rt and the result was RT server error. The RT server which handled your email did not behave as expected. It said: Can't use an undefined value as an ARRAY reference at /opt/rt3/lib/RT/EmailParser.pm line 624. Stack: [/opt/rt3/lib/RT/EmailParser.pm:624] [/usr/lib/perl5/5.8.3/Carp.pm:191] Can anyone shed light on the solution? -- 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
[rt-users] Net::LDAP v0.36 Released - Critical Bug now Fixed
Just a note to all to say you are now free to upgrade Net::LDAP to the latest version available on CPAN again as the critical bug that cause v0.35 to fail has now been fixed. Also, please feel free to start sending me bug reports again for RT::Authen::ExternalAuth. Ta. -- Kind Regards, __ Mike Peachey, IT Tel: +44 114 281 2655 Fax: +44 114 281 2951 Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK Comp Reg No: 3191371 - Registered In England http://www.jennic.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] RT Virtual Appliance (on Proxmox VE - OpenVZ)
Hi Jesse, Thanks for your feedback, see below. -Original Message- From: Jesse Vincent [mailto:[EMAIL PROTECTED] Sent: Monday, April 21, 2008 1:19 PM To: Martin Maurer Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] RT Virtual Appliance (on Proxmox VE - OpenVZ) On Apr 21, 2008, at 11:51 AM, Martin Maurer wrote: Hi all, We just released a virtualization platform (GPL licensed) http://pve.proxmox.com . On this platform, pre-build virtual appliance can be started within seconds as we use http://openvz.org here. Please note, by using OS virtualization there is little overhead (just 1 to 3 % performance loss, really!) - this is absolutely the fastest technology for Linux server virtualization. (openVZ is the basis of Virtuozzo, the commercial market leader in the VPS market). We are also building virtual appliances for the use in the enterprise, e.g. our own mail gateway, a web filter proxy (both are commercial) or a mediawiki appliance and many others will follow in the next months. (please note, Proxmox VE is beta, but this will change soon - subscribe here for updateshttp://pve.proxmox.com/wiki/Mailing_Lists ) We use and love RT since years so we want to contribute also a RT appliance - I personally know a lot of companies who wants RT but they cannot install it - too difficult. We will solve this problem. As we are a Debian focused company, we prefer to build the appliance based on Debian Etch (32bit) and it should be using the stable RT packages, mysql or postgres (which database is preferred?). So I would be happy if anyone can comment our plans and give us feedback. Also I would appreciate feedback from Best Practical. That's really excellent to hear. I'm quite looking forward to seeing this. With regard to Mysql/Pg: We're pretty flexible. Is one of them more better packaged for your platform already? As a heads up, we have something we've been working on to ease RT installation, though it's not intended as competition against a fully virtualized solution. Shipwright, our new build and distribution system is designed to let us version and build RT and a full dependency chain (currently to just above libc) and ship source and fully relocatable platform--specific binary distributions. Virtualization fits into a different niche than what we're working on and I suspect that your work will be a better match for many organizations. When do you expect people might be able to play with it? :) [Martin Maurer] Our platform is ready to test, so everybody can download and install whatever needed. E.g. a standard Debian etch template is already there (also centos 5), so you can start the Debian (3 seconds ..) and you can use apt to get the rest, e.g. RT packages. Or use your shipwright. In a view weeks we will finish the planning and if everything goes well we will create the pre-installed RT appliance - I will post this here. Best regards, Martin http://pve.proxmox.com Best, Jesse Thanks, Best Regards, Martin Maurer [EMAIL PROTECTED] http://www.proxmox.com Proxmox Server Solutions GmbH Kohlgasse 51/10, 1050 Vienna, Austria Phone: +43 1 545 4497 11 Fax: +43 1 545 4497 22 Commercial register no.: FN 258879 f Registration office: Handelsgericht Wien ___ 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] Still struggling with mail that worked that doesn't now
113400 [Thu Apr 17 19:42:01 2008] [error]: Scrip Prepare 6 died. - Undefined subroutine Scalar::Util::weaken called at /opt/csw/rt3/lib/RT/Action/Generic.pm line 107. Rebuild Scalar::Util from CPAN. RedHat's build is broken from RPM, so that error is well known. It wouldn't surprise me if perhaps this was biting you also. Regarding 113374 Can't locate RT/Action/.pm. That is almost certainly a typo that you need to track down. Judy Illeman Gaukel wrote: Still trying to track down why RT 3.6.3 broke, welcome any input. Is help available? Here is the Stack -- found in my apache error log files (is there really a .pm with no filename - just an extension??): Following that, is my configuration.Sorry to not have posted these earlier. 113374 Can't locate RT/Action/.pm in @INC (@INC contains: /opt/csw/rt3/local/lib /opt/csw/rt3/lib /opt/csw/lib/perl5/site_perl/5.8.8/s un4-solaris-thread-multi /opt/csw/lib/perl/5.8.8 /opt/csw/share/perl/5.8.8 /opt/csw/lib/perl/site_perl /opt/csw/share/perl/site_perl /o pt/csw/lib/perl/csw /opt/csw/share/perl/csw . /opt/csw/apache/ /opt/csw/apache/lib/perl) at (eval 1349) line 3. 113375 113376 Stack: 113377[(eval 1349):3] 113378[/opt/csw/rt3/lib/RT/Scrip_Overlay.pm:471] 113379[/opt/csw/rt3/lib/RT/Scrips_Overlay.pm:237] 113380[/opt/csw/rt3/lib/RT/Transaction_Overlay.pm:171] 113381[/opt/csw/rt3/lib/RT/Record.pm:1444] 113382[/opt/csw/rt3/lib/RT/Ticket_Overlay.pm:2441] 113383[/opt/csw/rt3/lib/RT/Ticket_Overlay.pm:2355] 113384[/opt/csw/rt3/share/html/Ticket/Elements/PreviewScrips:82] 113385[/opt/csw/rt3/share/html/Ticket/Update.html:137] 113386[/opt/csw/rt3/share/html/autohandler:292] 113387 113388 113389 Stack: 113390[/opt/csw/rt3/lib/RT/ScripAction_Overlay.pm:175] 113391[/opt/csw/rt3/lib/RT/Scrip_Overlay.pm:471] 113392[/opt/csw/rt3/lib/RT/Scrips_Overlay.pm:237] 113393[/opt/csw/rt3/lib/RT/Transaction_Overlay.pm:171] 113394[/opt/csw/rt3/lib/RT/Record.pm:1444] 113395[/opt/csw/rt3/lib/RT/Ticket_Overlay.pm:2441] 113396[/opt/csw/rt3/lib/RT/Ticket_Overlay.pm:2355] 113397[/opt/csw/rt3/share/html/Ticket/Elements/PreviewScrips:82] 113398[/opt/csw/rt3/share/html/Ticket/Update.html:137] 113399[/opt/csw/rt3/share/html/autohandler:292] (/opt/csw/rt3/lib/RT/Scrip_Overlay.pm:479) 113400 [Thu Apr 17 19:42:01 2008] [error]: Scrip Prepare 6 died. - Undefined subroutine Scalar::Util::weaken called at /opt/csw/rt3/lib/RT/Action/Generic.pm line 107. 113401 113402 Stack: 113403[/opt/csw/rt3/lib/RT/Action/Generic.pm:107] 113404[/opt/csw/rt3/lib/RT/Action/Generic.pm:79] 113405[/opt/csw/rt3/lib/RT/ScripAction_Overlay.pm:177] 113406[/opt/csw/rt3/lib/RT/Scrip_Overlay.pm:471] 113407[/opt/csw/rt3/lib/RT/Scrips_Overlay.pm:237] 113408[/opt/csw/rt3/lib/RT/Transaction_Overlay.pm:171] 113409[/opt/csw/rt3/lib/RT/Record.pm:1444] 113410[/opt/csw/rt3/lib/RT/Ticket_Overlay.pm:2441] 113411[/opt/csw/rt3/lib/RT/Ticket_Overlay.pm:2355] 113412[/opt/csw/rt3/share/html/Ticket/Elements/PreviewScrips:82] 113413[/opt/csw/rt3/share/html/Ticket/Update.html:137] 113414[/opt/csw/rt3/share/html/autohandler:292] (/opt/csw/rt3/lib/RT/Scrip_Overlay.pm:479) 113415 [Thu Apr 17 19:42:01 2008] [error]: Scrip Prepare 1 died. - Require of RT::Action:: failed. 113416 Can't locate RT/Action/.pm in @INC (@INC contains: /opt/csw/rt3/local/lib /opt/csw/rt3/lib /opt/csw/lib/perl5/site_perl/5.8.8/s un4-solaris-thread-multi /opt/csw/lib/perl/5.8.8 /opt/csw/share/perl/5.8.8 /opt/csw/lib/perl/site_perl /opt/csw/share/perl/site_perl /o pt/csw/lib/perl/csw /opt/csw/share/perl/csw . /opt/csw/apache/ /opt/csw/apache/lib/perl) at (eval 1360) line 3. 113417 113418 Stack: 113419[(eval 1360):3] 113420[/opt/csw/rt3/lib/RT/Scrip_Overlay.pm:471] 113421[/opt/csw/rt3/lib/RT/Scrips_Overlay.pm:237] 113422[/opt/csw/rt3/lib/RT/Transaction_Overlay.pm:171] 113423[/opt/csw/rt3/lib/RT/Record.pm:1444] 113424[/opt/csw/rt3/lib/RT/Ticket_Overlay.pm:2441] 113425[/opt/csw/rt3/lib/RT/Ticket_Overlay.pm:2355] 113426[/opt/csw/rt3/share/html/Ticket/Elements/PreviewScrips:82] 113427[/opt/csw/rt3/share/html/Ticket/Update.html:137] 113428[/opt/csw/rt3/share/html/autohandler:292] 113429 113430 113431 Stack: 113432[/opt/csw/rt3/lib/RT/ScripAction_Overlay.pm:175] 113433[/opt/csw/rt3/lib/RT/Scrip_Overlay.pm:471] 113434[/opt/csw/rt3/lib/RT/Scrips_Overlay.pm:237] 113435[/opt/csw/rt3/lib/RT/Transaction_Overlay.pm:171] 113436[/opt/csw/rt3/lib/RT/Record.pm:1444] 113437[/opt/csw/rt3/lib/RT/Ticket_Overlay.pm:2441] 113438[/opt/csw/rt3/lib/RT/Ticket_Overlay.pm:2355] 113439[/opt/csw/rt3/share/html/Ticket/Elements/PreviewScrips:82] 113440[/opt/csw/rt3/share/html/Ticket/Update.html:137] 113441[/opt/csw/rt3/share/html/autohandler:292]
[rt-users] Failure to Create User
Dear All,
I have installed the RT 3.6.5 originally using it's database (Pg) for
authentication. Initially it went fine with all the features working.
However, I decided to enable authentication of RT through AD (
tradardc02.tra.go.tz) as shown in the attached RT_SiteConfig file. On
choosing the priority I set AD as the primary choice and 'localhost' -
meaning the RT database for authentication. Now I am getting the following
errors:
x1 - [Tue Apr 22 12:40:23 2008] [crit]: Failed to create user
[EMAIL PROTECTED]: Co
uld not set user info (/usr/lib/RT/User_Overlay.pm:617)
[Tue Apr 22 12:40:23 2008] [error]: Could not load create a user with the
email
address '[EMAIL PROTECTED]' to add as a watcher for ticket 667
(/usr/lib/RT/Ti
cket_Overlay.pm:1424)
x2- [Tue Apr 22 12:51:12 2008] [error]: Invalid type specification in config
tradard
c02.tra.go.tz (/usr/lib/RT/User_Vendor.pm:289)
[Tue Apr 22 12:51:12 2008] [error]: Invalid type specification in config
localho
st (/usr/lib/RT/User_Vendor.pm:289)
Please help to resolve these problems.
With kindest regards,
Emmanuel
# Any configuration directives you include here will override
# RT's default configuration file, RT_Config.pm
#
# To include a directive here, just copy the equivalent statement
# from RT_Config.pm and change the value. We've included a single
# sample value below.
#
# This file is actually a perl module, so you can include valid
# perl code, as well.
#
# The converse is also true, if this file isn't valid perl, you're
# going to run into trouble. To check your SiteConfig file, use
# this comamnd:
#
# perl -c /path/to/your/etc/RT_SiteConfig.pm
#
# Base Configuration
#
Set($rtname , helpdesk.tra.go.tz);
Set($Organization , tra.go.tz);
Set($Timezone , 'Africa/Khartoum');
#
# Logging
#
Set($LogDir, '/var/log');
#
### Start LDAP/Active Directory Configurations
#
### What auth methods do you like and in what order?
#
# Using Installed RT_SiteConfig.pm from External-Auth Module
#
#
#
# The order in which the services defined in ExternalSettings
# should be used to authenticate users. User is authenticated
# if successfully confirmed by any service - no more services
# are checked.
#Set($ExternalAuthPriority, [ 'My_LDAP',
#'My_MySQL'
#]
#);
et($ExternalAuthPriority, [ 'tradardc02.tra.go.tz',
'localhost'
]
;
The order in which the services defined in ExternalSettings
should be used to get information about users. This includes
RealName, Tel numbers etc, but also whether or not the user
should be considered disabled.
Once user info is found, no more services are checked.
et($ExternalInfoPriority, [ 'tradardc02.tra.go.tz',
'localhost'
]
;
Continue with recommended Configuration for AD
et($AuthMethods, ['LDAP', 'Internal']);
## LDAP Settings
There are two different branches of this: LdapAuth* and LdapInfo*;
# additionally, most of the old Ldap* variables are honored, too.
#
# This means if you only have one LDAP server/config you can just set
# LdapServer, LdapUser, etc. and they will be used for both
# authentication and information
### Enable/Disable LDAP services
#Set($LdapExternalAuth, 1);
#Set($LdapExternalInfo, 1);
#
Set($LdapExternalAuth, 0);
Set($LdapExternalInfo, 0);
#
### Common Settings: affecting both auth and info services
# Should we create accounts for users who aren't in LDAP?
#Set($LdapAutoCreateNonLdapUsers, 1);
Set($LdapAutoCreateNonLdapUsers, 0);
# Should we assign the privileged rights to the user?
Set($AutoCreate, {Privileged = 1});
# Map RT attributes to LDAP attributes
#
# The mapping below is known to work in Windows 2003 w/Active Directory
#
NOTE
You have the following options for the user id with Active Directory,
'mail'
Users email address, [EMAIL PROTECTED]
'userPrincipalName'
New user logon name stored in the following format, [EMAIL PROTECTED]
'sAMAccountName' (Default for this config)
Also known as the pre-Windows 2000 Logon Name
Set( $LdapAttrMap, {
'Name' = 'sAMAccountName',
'EmailAddress' = 'mail',
'Organization' = 'physicalDeliveryOfficeName',
'RealName' = 'cn',
'ExternalContactInfoId' = 'dn',
'ExternalAuthId' = 'sAMAccountName',
'Gecos' = 'sAMAccountName',
'HomePhone' = 'homePhone',
'WorkPhone' = 'telephoneNumber',
'MobilePhone' = 'mobile',
'PagerPhone' = 'pager',
'Address1' = 'streetAddress',
'Address2' = 'postOfficeBox',
'City' = 'l',
'State' = 'st',
'Zip' = 'postalCode',
'Country' = 'co',
'FreeformContactInfo' = 'info',
}
);
# A list of RT attrs which can uniquely identify a user,
# ordered from most to least preferred.
Set($LdapRTAttrMatchList, ['ExternalContactInfoId', 'Name',
'EmailAddress', 'RealName',
'WorkPhone', 'Address2']
);
# A list of LDAP attrs to examine when
[rt-users] Owners of queues
I have used the scrip recommended in this forum for setting the default owner of a queue. Is there any way to prevent certain users from choosing an owner from the dropdown list of owners when creating a ticket? This is exactly what I want to do: If the user creating the ticket can own in the queue, they can set the owner to themselves or the default owner. If the user creating the ticket cannot own in the queue, the ticket can only be assigned to the default owner. Certain people (per queue) should be able to set the owner on create to anyone in the queue. For example, the owner of the queue can set the owner of a ticket on create. Is this possible? -- View this message in context: http://www.nabble.com/Owners-of-queues-tp16824297p16824297.html Sent from the Request Tracker - User mailing list archive at Nabble.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] Failure to Create User
Emmanuel Nnko wrote: Dear All, I have installed the RT 3.6.5 originally using it's database (Pg) for authentication. Initially it went fine with all the features working. However, I decided to enable authentication of RT through AD (tradardc02.tra.go.tz http://tradardc02.tra.go.tz) as shown in the attached RT_SiteConfig file. On choosing the priority I set AD as the primary choice and 'localhost' - meaning the RT database for authentication. Now I am getting the following errors: Emmanuel, your RT_SiteConfig is a complete mess. You need to remove ALL your LDAP related settings and start again from scratch using the information here: http://wiki.bestpractical.com/view/ExternalAuth To start with, you do not specify the hostname of your AD server in ExternalAuthPriority. ExternalAuthPriority simply defines which config sets to use from the ExternalSettings directive. If you only have one AD server, you should only have one entry in ExternalAuthPriority and it should be a name you choose for your AD server and it should match the name of a config set in ExternalSettings. Also, authentication will always fall back to RT. Any user in RT's internal database will always be checked if they are not authenticated out of AD. Let us know when you've fixed it up a bit. -- Kind Regards, __ Mike Peachey, IT Tel: +44 114 281 2655 Fax: +44 114 281 2951 Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK Comp Reg No: 3191371 - Registered In England http://www.jennic.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
[rt-users] Synchronising IDs?
Dear All, We have a public site for enquiries with it's own management interface. Currently all our web enquiries get saved in our DB on the public site. When a member of staff is about to deal with an enquiry they click a link on our intranet (which is connected to the public site db) which sends an email from the customers address to RT and RT forwards it to the member of staff. The replies can go back and forth via RT and can be monitored by any of the queue admins. All messages must have a note stating the subject must contain the reference number. No staff have access to RT web GUI, only Team admins, as we don't want tickets to be picked and chosen depending on enquiry value, as it's first come first serve. Problem: When we create the original request the customer is given a reference number on the public system. Forwarding to RT creates a seccond reference. The problem is the two different systems,as the public one has all the stats etc that have been home grown over a long period. Can anyone suggest a way to change the RT id to match the Public system enquiry id? We could not send the public system autoreply and use an RT one, but then we can't tie in the enquiry form enquiry to the RT ticket. I was thinking about CommandsByEmail and parsing the public system id and changing the RT id, but that may tramp on things. Any tips appreciated. Gavin. ___ 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] Multiple faces for single queue?
Tom,
You pretty much stated your own answer. Yes, by using a CF you can set
up several scrips to execute when the value of the CF is whatever or
whatever2, etc. Each scrip would specify a different template to be
used for the customers with the correct value. Example below:
# Condition: User Defined
# Action: Notify Customer type X
# Template:Global template: Ticket Created for X Customer
# condition execution on CF QA Approved
my $trans = $self-TransactionObj;
my $ticket = $self-TicketObj;
if ($trans-Type eq 'CustomField')
{my $cf = new RT::CustomField($RT::SystemUser);
$cf-LoadByName(Queue = $ticket-QueueObj-id,
Name = Customer Type);
return 0 unless $cf-id;
if ($trans-Field == $cf-id
$trans-NewValue eq X)
{
return 1;
}
}
return 0;
And the same for a different customer type:
# Condition: User Defined
# Action: Notify Customer type Z
# Template:Global template: Ticket Created for Z Customer
# condition execution on CF QA Approved
my $trans = $self-TransactionObj;
my $ticket = $self-TicketObj;
if ($trans-Type eq 'CustomField')
{my $cf = new RT::CustomField($RT::SystemUser);
$cf-LoadByName(Queue = $ticket-QueueObj-id,
Name = Customer Type);
return 0 unless $cf-id;
if ($trans-Field == $cf-id
$trans-NewValue eq Z)
{
return 1;
}
}
return 0;
These two notification scrips will use a different template for the
customer based on the value of the CF. Hope this helps.
Kenn
LBNL
On 4/21/2008 8:08 PM, Tom Lanyon wrote:
Hi list,
Is there an existing solution to have a single queue (used for product
support) to be used for multiple clients? In our case, different
clients require different support email addresses and ticket auto-
response messages, but all other queue behavior, watchers, scrips etc
is the same.
I'm sure it would not be difficult to, on ticket creation, parse the
incoming messages for a To: header and set a Client custom field
based on this. Then for all other actions (auto response, etc), we
could use this custom field to look up the appropriate templates.
However, I was wondering if this had already been done, as it seems
like it would be a common RT usage scenario.
Regards,
Tom
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Commercial support: [EMAIL PROTECTED]
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Community help: http://wiki.bestpractical.com
Commercial support: [EMAIL PROTECTED]
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Re: [rt-users] Owners of queues
Igrella, Sure. But I think you'll have to hack in some code for when a ticket is created. I'm not sure, but I don't think a simple scrip (or set of scrips) will do it. Kenn LBNL On 4/22/2008 7:08 AM, lgrella wrote: I have used the scrip recommended in this forum for setting the default owner of a queue. Is there any way to prevent certain users from choosing an owner from the dropdown list of owners when creating a ticket? This is exactly what I want to do: If the user creating the ticket can own in the queue, they can set the owner to themselves or the default owner. If the user creating the ticket cannot own in the queue, the ticket can only be assigned to the default owner. Certain people (per queue) should be able to set the owner on create to anyone in the queue. For example, the owner of the queue can set the owner of a ticket on create. Is this possible? ___ 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] turn off ticket creation via email
I have certain queues that I don't want users to be able to create new tickets in via email. I want to force them to use the web interface. Is there a way to do this on a per queue basis?chris ___ 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] Reply address munged
Hi, If a person emails in to a Queue they don't have permissions to create a ticket in, then our system emails them back and the From (or Reply?) address is [EMAIL PROTECTED]@ptgrey.com which, as you might guess, is horribly wrong. Where can I fix this? Our RT_SiteConfig is pretty basic and likewise with the Postfix config which are my two suspects, am I looking for something in specific? We are running RT in Apache2 w/ mod_perl. TIA! -- Dominic Lepiane Network Administrator Point Grey Research 604 730 9937 x283 ___ 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] FW: Reply address munged
This mailbox is still on the list, can some list admin please remove this? TIA Dominic Lepiane ---BeginMessage--- Sorry. Your message could not be delivered to: Iounes GARDON /iog .Y (Mailbox or Conference is full.) ---End Message--- ___ 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] Include earlier binary attachment in outgoing template
Hi List, I am trying to use a scrip/template to include/attachments that were provided to the ticket in earlier transactions. ( ie the requestor attached a file with the initial request ). The template will send to external non-RT defined users ( ie not CC'c AdminCC's or watchers ) with no access to RT. The template fires based on a selection made to a CF that has the email address's of people in a somewhat long dropdown list. So basically what I have working now is; 1.Ticket comes into RT 2. It may or may not have a file attached 3. AdminCC's of queue are notified, they review ticket request content and then using the Custom field dropdown list , select appropriate person's email . 4. this change to that custom field automatically fires off the template which uses that CF email selection as the TO: in the template. the template boilerplate contains the initial ticket request content The problem I have is I can't seem to get the file ( if there is one ) that was attached by the requestor to be included in the outgoing email as well. Anybody doing something like this and have a hint or two they can share... ___ 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] MAJOR RT HELP NEEDED
To all, I just got the wierdest call from a user. He is an AdminCc and cannot see his Queue. So, I went into RT and I could see the Queue. Then I went to Watchers for the Queue and saw he wasn't listed as the AdminCc. I tried to add him as the AdminCc and I got an error message that the GroupID could not be found!. HHHMMM. He exists as the AdminCc for other quese and I can see him as a Privileged user. I then went to COnfig-Queues and selected the queue and then Group rights. WOW! There were NO ROLES listed under group rights for this queue. So I went to the DataBase and found a VERY interesting situation.I looked at the following tables: USERS GROUPS QUEUES ACL PRINCIPALS GROUPMEMBERS CACHEDGROUPMEMBERS I found that the Group Ids for RT::Queue-Role (AdminCc, Cc, Requestor, Owner) for that queue did not exist. I did find the user as a group member in the GROUPMEMBER Table and found that OBJECTID/GROUPID in all other tables. So, somehow (don't we all ove that term?) 4 records from the GROUP Table are missing. I checked ALL the records for ALL the other Queues (wow, very time consuming) and there were no other anomolies. So now my question is what to do. I could go into the DataBase and insert records that look exactly like the others only with the correct GroupId's (6850/AdminCc, 6851/Cc, 6852/Requestor, 6853/Owner), but I thought I'd ask if anyone has ever seen this and if there is a better suggestion out there. I also could create another temporary queue and move ALL ticket from the bad one over, delete the bad queue and then re-create it and move the tickets back. That would also mean dropping all the rights for the bad queue first so when I re-create the queue, it might re-establish those groupIDs. Anyone??!! Thanks a WHOLE BUNCH on this one, for sure, man. 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] Reply address munged
As the master of answering my own questions: Turns out my predacessor(s) had escapped the @ in CorrespondAddress so it looks like this: Set($CorrespondAddress , '[EMAIL PROTECTED]'); Yeah, removed the \ and we are all better now, thanks. Okay, well sorry for spamming the list. Dominic Lepiane -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Dominic Lepiane Sent: Tuesday, April 22, 2008 12:07 PM To: rt-users@lists.bestpractical.com Subject: [rt-users] Reply address munged Hi, If a person emails in to a Queue they don't have permissions to create a ticket in, then our system emails them back and the From (or Reply?) address is [EMAIL PROTECTED]@ptgrey.com which, as you might guess, is horribly wrong. Where can I fix this? Our RT_SiteConfig is pretty basic and likewise with the Postfix config which are my two suspects, am I looking for something in specific? We are running RT in Apache2 w/ mod_perl. TIA! -- Dominic Lepiane Network Administrator Point Grey Research 604 730 9937 x283 ___ 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] Owners of queues
I have something I wanted to add to this thread that I found interesting. I have taken away the createTicket rights from most queues but 1(general), so that users will have to create in the general, and then we can triage them and assign them to who we see fit... everyone has seeQueue rights, so if they own a ticket and want to move it to another queue, they see the queues in the queue dropdown in basics, but if they try to switch the ticket to a queue that they do not have createTicket rights in, it does not let them move it and gives them this message: “Ticket ###: You may not create requests in that queue.” I turned back on createTicket in that queue, and then it let the user move the ticket. lgrella wrote: I have used the scrip recommended in this forum for setting the default owner of a queue. Is there any way to prevent certain users from choosing an owner from the dropdown list of owners when creating a ticket? This is exactly what I want to do: If the user creating the ticket can own in the queue, they can set the owner to themselves or the default owner. If the user creating the ticket cannot own in the queue, the ticket can only be assigned to the default owner. Certain people (per queue) should be able to set the owner on create to anyone in the queue. For example, the owner of the queue can set the owner of a ticket on create. Is this possible? -- View this message in context: http://www.nabble.com/Owners-of-queues-tp16824297p16825630.html Sent from the Request Tracker - User mailing list archive at Nabble.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] Owners of queues
Igrella, We have the same type of setup, only on a much larger scale. We have a General Queue that regular users (users that are not in a support group) can create tickets in. Then we have users that are in a Support group and we give that group the rights to create tickets in other queues. So, when a regular users creates a ticket in the general queue, the ticket is reviewed by the support group users who, in turn, move the tickets to where they need to be. That way, we do not have regular users creating tickets in other queues. Maybe this will work for you, too. Kenn LBNL On 4/22/2008 12:43 PM, lgrella wrote: I have something I wanted to add to this thread that I found interesting. I have taken away the createTicket rights from most queues but 1(general), so that users will have to create in the general, and then we can triage them and assign them to who we see fit... everyone has seeQueue rights, so if they own a ticket and want to move it to another queue, they see the queues in the queue dropdown in basics, but if they try to switch the ticket to a queue that they do not have createTicket rights in, it does not let them move it and gives them this message: “Ticket ###: You may not create requests in that queue.” I turned back on createTicket in that queue, and then it let the user move the ticket. lgrella wrote: I have used the scrip recommended in this forum for setting the default owner of a queue. Is there any way to prevent certain users from choosing an owner from the dropdown list of owners when creating a ticket? This is exactly what I want to do: If the user creating the ticket can own in the queue, they can set the owner to themselves or the default owner. If the user creating the ticket cannot own in the queue, the ticket can only be assigned to the default owner. Certain people (per queue) should be able to set the owner on create to anyone in the queue. For example, the owner of the queue can set the owner of a ticket on create. Is this possible? ___ 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] turn off ticket creation via email
Hi Chris, I haven't tried this, but it seems to me that it ought to work. If I wanted to do this on my installation (we use sendmail as our MTA), I'd remove the alias for that queue from sendmail's aliases file and then set the reply-to address for the queue to my generic RT address. That way there won't be an e-mail address for the queue. Replies to ticket-related mail will still get into RT and be filed with the ticket via the generic address. Regards, Gene At 12:03 PM 4/22/2008, Chris Fabri wrote: I have certain queues that I don't want users to be able to create new tickets in via email. I want to force them to use the web interface. Is there a way to do this on a per queue basis?chris ___ 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] Paid assistance
I have spent three days trying to get my RT installation working, I have given up in frustration. It seems any minor item out of whack causes a complete failure in RT. I have asked for help on this mailing list but no-one has offered any insights into the problems I am experiencing. Is there any one with the expertise to solve these issues that would be available for hire? It's either I hire someone or I find another ticket system. Any takers? Chris Mason -- 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] Paid assistance
I have spent three days trying to get my RT installation working, I have given up in frustration. It seems any minor item out of whack causes a complete failure in RT. I have asked for help on this mailing list but no-one has offered any insights into the problems I am experiencing. Is there any one with the expertise to solve these issues that would be available for hire? It's either I hire someone or I find another ticket system. Any takers? ... Commercial support: [EMAIL PROTECTED] I couldn't help but notice, the above line is in the footer of this list. bobg ___ 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] Include all ticket attachments in template output
Hi List, I am trying to use a scrip/template to include/attachments that were provided to the ticket in earlier transactions. ( ie the requestor attached a file with the initial request ). The template will send to external non-RT defined users ( ie not CC'c AdminCC's or watchers ) with no access to RT. The template fires based on a selection made to a CF that has the email address's of people in a somewhat long dropdown list. So basically what I have working now is; 1.Ticket comes into RT 2. It may or may not have a file attached 3. AdminCC's of queue are notified, they review ticket request content and then using the Custom field dropdown list , select appropriate person's email . 4. this change to that custom field automatically fires off the template which uses that CF email selection as the TO: in the template. the template boilerplate contains the initial ticket request content The problem I have is I can't seem to get the file ( if there is one ) that was attached by the requestor to be included in the outgoing email as well. Anybody doing something like this and have a hint or two they can share... ___ 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] RT not generating email for CCs/AdminCCs
I am still stuck trying to have the CC field working (not the watcher): . According to the log, my added scrip (On Resolve Notify Other Recipients with template Resolved) is called but no emails are going out for the CC field: 'No recipients found. Not sending.'. On the other hand, the default scrip #9 (On Comment Notify Other Recipients as Comment with template Correspondence) works for the CC field (if some text is present in the Message box). What am I missing? Thierry ___ 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] RT not generating email for CCs/AdminCCs
The first line of your Resolved template is a blank line, correct? At 02:37 PM 4/22/2008, Thierry Thelliez wrote: I am still stuck trying to have the CC field working (not the watcher): . According to the log, my added scrip (On Resolve Notify Other Recipients with template Resolved) is called but no emails are going out for the CC field: 'No recipients found. Not sending.'. On the other hand, the default scrip #9 (On Comment Notify Other Recipients as Comment with template Correspondence) works for the CC field (if some text is present in the Message box). What am I missing? Thierry ___ 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] RT not generating email for CCs/AdminCCs
Thierry, Offhand, I can only think of a couple reasons. One is that the User ID you specified in the ticket CC field is invalid for some reason (not privileged or not in User table). The other is that your scrip should say the action is Notify CC's and not Notify Others. I'd got to the DB first to see if you can see the user ID you are entering. Maybe the CC field needs the entire email address and not just the user id? Hope this helps. Kenn LBNL On 4/22/2008 2:37 PM, Thierry Thelliez wrote: I am still stuck trying to have the CC field working (not the watcher): . According to the log, my added scrip (On Resolve Notify Other Recipients with template Resolved) is called but no emails are going out for the CC field: 'No recipients found. Not sending.'. On the other hand, the default scrip #9 (On Comment Notify Other Recipients as Comment with template Correspondence) works for the CC field (if some text is present in the Message box). What am I missing? Thierry ___ 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] RT not generating email for CCs/AdminCCs
Gene, the first line was not blank. I added an empty line but it did not change anything as far as the emailing is concerned. Same: No recipients found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:278) Thierry ___ 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] RT not generating email for CCs/AdminCCs
Kenn, I did not enter a userID. I used a valid email address. This email address is picked up by the default scrip#9 but not by the one I added... I tested with another condition (On Status Change) and again the Notify Other Recipients is not getting the CC email address. Using Notify CCs emails the Watchers CCs. But it is not emailing the email addresses in the CC field of the Resolve ticket form. Thierry ___ 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] RT not generating email for CCs/AdminCCs
Thierry, For the scrips you are executing, does the action say Notify Others? Kenn LBNL On 4/22/2008 3:49 PM, Thierry Thelliez wrote: Kenn, I did not enter a userID. I used a valid email address. This email address is picked up by the default scrip#9 but not by the one I added... I tested with another condition (On Status Change) and again the Notify Other Recipients is not getting the CC email address. Using Notify CCs emails the Watchers CCs. But it is not emailing the email addresses in the CC field of the Resolve ticket form. Thierry ___ 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
[rt-users] Question about having a splash page?
Hello, I'm trying to create a splash page for RT. What I mean by splash page is this... basically a page that has 2 links: one link to our custom web ticket entry page, and one to actually log in to RT. We currently are using RT 3.6.1 and have it's domain as https://rt.domain.com. For submitting a ticket I would like the user to be able to go to https://rt.domain.com and click on the link for submitting a ticket from the splash page. If they actually would like to log in they would just click on the link from the splash page and get to the RT login prompt. Any one know how to do this? I'm not sure if it's something that I can do in httpd.conf or not. I tried it a little bit ago, but didn't get it to work correctly. I don't know that much about the web configuration stuff so that's why I'm asking the user list. I'm hoping someone has done this before, or can at least point me in the right direction. Any help is appreciated. Thanks, Jared _ Back to work after baby–how do you know when you’re ready? http://lifestyle.msn.com/familyandparenting/articleNW.aspx?cp-documentid=5797498ocid=T067MSN40A0701A___ 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] Multiple faces for single queue?
Thanks for the response, Kenneth.
Sure, I know it is possible; I was more curious whether anyone was
already doing it and whether there was code already publicly available
to make my life easier. :)
The only issue I'm not certain of, is whether there would be a way to
modify the From address of mail sent by RT depending on a Client
CustomField. Has anyone done this?
Cheers,
Tom
On 23/04/2008, at 2:24 AM, Kenneth Crocker wrote:
Tom,
You pretty much stated your own answer. Yes, by using a CF you can
set up several scrips to execute when the value of the CF is
whatever or whatever2, etc. Each scrip would specify a different
template to be used for the customers with the correct value.
Example below:
# Condition: User Defined
# Action: Notify Customer type X
# Template:Global template: Ticket Created for X Customer
# condition execution on CF QA Approved
my $trans = $self-TransactionObj;
my $ticket = $self-TicketObj;
if ($trans-Type eq 'CustomField')
{my $cf = new RT::CustomField($RT::SystemUser);
$cf-LoadByName(Queue = $ticket-QueueObj-id,
Name = Customer Type);
return 0 unless $cf-id;
if ($trans-Field == $cf-id
$trans-NewValue eq X)
{
return 1;
}
}
return 0;
And the same for a different customer type:
# Condition: User Defined
# Action: Notify Customer type Z
# Template:Global template: Ticket Created for Z Customer
# condition execution on CF QA Approved
my $trans = $self-TransactionObj;
my $ticket = $self-TicketObj;
if ($trans-Type eq 'CustomField')
{my $cf = new RT::CustomField($RT::SystemUser);
$cf-LoadByName(Queue = $ticket-QueueObj-id,
Name = Customer Type);
return 0 unless $cf-id;
if ($trans-Field == $cf-id
$trans-NewValue eq Z)
{
return 1;
}
}
return 0;
These two notification scrips will use a different template for the
customer based on the value of the CF. Hope this helps.
Kenn
LBNL
On 4/21/2008 8:08 PM, Tom Lanyon wrote:
Hi list,
Is there an existing solution to have a single queue (used for
product support) to be used for multiple clients? In our case,
different clients require different support email addresses and
ticket auto- response messages, but all other queue behavior,
watchers, scrips etc is the same.
I'm sure it would not be difficult to, on ticket creation, parse
the incoming messages for a To: header and set a Client custom
field based on this. Then for all other actions (auto response,
etc), we could use this custom field to look up the appropriate
templates. However, I was wondering if this had already been done,
as it seems like it would be a common RT usage scenario.
Regards,
Tom
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Re: [rt-users] RT not generating email for CCs/AdminCCs
The action says 'Notify Other Recipients'. I do not have 'Notify Others' as an option, The RT version used is 3.6.6 updated from 3.6.5, updated in turn from 3.6.4. Thierry ___ 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
