Re: [rt-users] How to send a different message to each requestor of ticket?
Guenter Burgstaller wrote: But how can I trigger a different mail to each requestor? Try this way: 1. Create User Custom Field. 2. Fill it. 3. Disable general 'correspondence notification for requesters' scrip. 4. Send correspondence using several scrips that will use different templates accordingly to user's CF value. -- Agnislav Onufrijchuk PortaOne, Inc., RT Developer Tel: +1-866-sip voip (+1 866 747 8647) ext. 7670 Meet us at CeBIT 2010 March 2-6, Hanover, Germany Hall 13, Booth D15 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Re ferencing custom field values (select multiple). PLEASE HELP!!
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 trying to make all selections show up in a template, and including the
above line only displays the first value selected.
This is driving me crazy, so someone PLEASE PLEASE help if you can!
Thank you!
--
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[rt-users] Trouble with NoAuth pages and REST urls for email
Hello,
I am in the process of moving from RT 3.6 to 3.8 and have managed to
get the database migration and upgrade process working smoothly.
We're using fastcgi successfully (which is much faster than our
production system and Mason)
I am however having a hard time getting our old NoAuth pages to work,
which in turn means I am having some problems with email interactions
with RT.
We are using Active Directory to authenticate users which is working
very well and have the following VirtualHost configuration:
// start
VirtualHost n.n.n.n:n
ServerName fqdn.tld
DocumentRoot /local/rt/rt-current/share/html
ScriptAlias / /local/rt/rt3/bin/mason_handler.fcgi
Location /NoAuth/images
SetHandler default
/Location
Location /REST/1.0/NoAuth
satisfy any
allow from all
/Location
Location /NoAuth
satisfy any
allow from all
/Location
Location /NoAuth/images
SetHandler default-handler
/Location
Location /rt/
AddDefaultCharset UTF-8
SetHandler fastcgi-script
/Location
// leaving out ssl junk
// end
Trying to do a test email:
/local/rt/rt-current/bin/rt-mailgate: temp file is '/tmp/nWKJoWPqCW'
/local/rt/rt-current/bin/rt-mailgate: connecting to
https://fqdn.tld:n/rt//REST/1.0/NoAuth/mail-gateway
not ok - Could not load a valid user
I also noticed that our old NoAuth pages for things like public ticket
overviews (so non-users of RT can view open tickets for a
building/site) are not being processed by RT any more.
The /NoAuth/ URL will 403, but our pages below that that work on the
old system do not get parsed and display the processed information.
The page will render with things like:
%ARGS $bid = undef %INIT my $user = new RT::CurrentUser('guest');
my $queue = new RT::Queue($user); my $i = 0; my $status; my $building;
my $restrict; my $CF1; my $CF8; my $CF2; my $CF3; my $CF5; my $CF10;
my $CF7; my $CF12;
showing to the user which I believe means that the fcgi isn't
processing it at all.
My RT log has the following recent events:
[Tue Mar 2 18:28:07 2010] [debug]: Autohandler called ExternalAuth.
Response: (0, No User)
(/local/rt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:26)
[Tue Mar 2 19:53:36 2010] [error]: Couldn't find sender's address
(/local/rt/rt3/bin/../lib/RT/Interface/Email/Auth/MailFrom.pm:67)
[Tue Mar 2 19:53:36 2010] [error]: Could not record email: Could not
load a valid user
(/local/rt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:75)
[Tue Mar 2 19:53:59 2010] [error]: Couldn't find sender's address
(/local/rt/rt3/bin/../lib/RT/Interface/Email/Auth/MailFrom.pm:67)
[Tue Mar 2 19:53:59 2010] [error]: Could not record email: Could not
load a valid user
(/local/rt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:75)
[Tue Mar 2 19:54:05 2010] [debug]: Attempting to use external auth
service: Active_Directory
(/local/rt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:64)
[Tue Mar 2 19:54:05 2010] [debug]: SSO Failed and no user to test
with. Nexting
(/local/rt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:92)
[Tue Mar 2 19:54:05 2010] [debug]: Autohandler called ExternalAuth.
Response: (0, No User)
(/local/rt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:26)
[Tue Mar 2 20:02:58 2010] [error]: Couldn't find sender's address
(/local/rt/rt3/bin/../lib/RT/Interface/Email/Auth/MailFrom.pm:67)
[Tue Mar 2 20:02:58 2010] [error]: Could not record email: Could not
load a valid user
(/local/rt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:75)
I was seeing this in Apache's log:
[Tue Mar 02 12:03:27 2010] [error] [client 127.0.0.1] File does not
exist: /local/rt/apache/htdocs/REST
[Tue Mar 02 13:03:27 2010] [error] [client 127.0.0.1] File does not
exist: /local/rt/apache/htdocs/REST
So I created a symlink to just see if it would have any impact at all
and the message was bounced back to me. I believe it should have been
able to match my email address with the information available in the
directory as my account on RT has it there as well.
Any ideas on how to approach my NoAuth and REST problems?
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[rt-users] Asset Tracker not installing. please help.
I been trying to install Asset Tracker for RT and I cant seem to get it to work. When I got to run install make in the directory cd /opt/rt3 I get nothing and nothing is even in that directory but folders. I am using RT 3.8.6. AT 1.2.4b1 I do this ./configure --with-rt-home=/opt/rt3 --with-rt-local=/opt/rt3 --with-rt-localhtml=/opt/rt3/share/html --with-db-admin=rtuser --with-rt-group=rt3 And I get: checking for a BSD-compatible install... /usr/bin/install -c checking for perl... /usr/bin/perl configure: creating ./config.status config.status: creating Makefile config.status: creating sbin/at-setup-database config.status: creating sbin/at_factory config.status: creating etc/AssetTracker/upgrade/1.2.0/AT-1.0.x-to-1.2.0.pl config.status: creating etc/AssetTracker/upgrade/1.2.3/AT-1.2.0-to-1.2.3.pl config.status: creating lib/RTx/AssetTracker.pm Everything seems ok. Created the AssetTracker.pm Then I do a : o...@vmsvr13:~/1.2.4b1# cd /opt/rt3 r...@vmsvr13:/opt/rt3# make install make: *** No rule to make target `install'. Stop. There is no files in the root of rt3 but folder. Was there a file that was suppose to be created? Michael Neuschafer PC Support Specialist National Stores Inc. (310) 436 - 2150 E-MAIL CONFIDENTIALITY NOTICE: The contents of this e-mail message and any attachments are intended solely for the addressee (s) and may contain confidential and/or legally privileged information. If you are not the intended recipient of this message or if this message has been addressed to you in error, please immediately alert the sender by reply e-mail and then delete this message and any attachments. If you are not the intended recipient, you are notified that any use, dissemination, distribution, copying, or storage of this message or any attachment is strictly prohibited. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Asset Tracker not installing. please help.
On Tue, Mar 02, 2010 at 01:48:40PM -0800, Michael Neuschafer wrote: o...@vmsvr13:~/1.2.4b1# cd /opt/rt3 r...@vmsvr13:/opt/rt3# make install Why are you doing this, instead of running 'make install' from the 1.2.4b1 directory? -kevin pgpN4v9yGBEk7.pgp Description: PGP signature ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Change queue with a scrip before ticket creation.
I need to be able to change the Queue that a ticket is going to before it is created. Is this even possible with a scrip in RT? I tried a scrip with an OnCreate condition and SetQueue, but it still created the ticket in the original queue, then moved the ticket to the new queue after it was created. Is what I want to do even possible with rt-3.8.7 without hacking the core RT code? Any help to point me in the right direction would be greatly appreciated. Thanks, ~Jason -- /--\ | Jason A. Smith Email: smit...@bnl.gov | | Atlas Computing Facility, Bldg. 510MPhone: +1-631-344-4226 | | Brookhaven National Lab, P.O. Box 5000 Fax: +1-631-344-7616 | | Upton, NY 11973-5000, U.S.A. | \--/ smime.p7s Description: S/MIME cryptographic signature ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Change queue with a scrip before ticket creation.
Jason, scrips can not change what already happened. You can use callback in Create.html, but ticket creation is hardly tied to a queue because of custom fields. On Wed, Mar 3, 2010 at 2:06 AM, Jason A. Smith smit...@bnl.gov wrote: I need to be able to change the Queue that a ticket is going to before it is created. Is this even possible with a scrip in RT? I tried a scrip with an OnCreate condition and SetQueue, but it still created the ticket in the original queue, then moved the ticket to the new queue after it was created. Is what I want to do even possible with rt-3.8.7 without hacking the core RT code? Any help to point me in the right direction would be greatly appreciated. Thanks, ~Jason -- /--\ | Jason A. Smith Email: smit...@bnl.gov | | Atlas Computing Facility, Bldg. 510M Phone: +1-631-344-4226 | | Brookhaven National Lab, P.O. Box 5000 Fax: +1-631-344-7616 | | Upton, NY 11973-5000, U.S.A. | \--/ ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Best regards, Ruslan. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Asset Tracker not installing. please help.
I been having someone help me out on this. But now im stuck on the part below, any suggestions? Password: Now populating AssetTracker database schema. Creating database schema. Done setting up database schema. Now inserting AssetTracker database ACLs Done setting up database ACLs. Now inserting AssetTracker data [Tue Mar 2 23:24:58 2010] [crit]: Can't locate RT/Extension/PriorityAsString.pm in @INC (@INC contains: /opt/rt3/lib /etc/perl /usr/local/lib/perl/5.10.0 /usr/local/share/perl/5.10.0 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.10 /usr/share/perl/5.10 /usr/local/lib/site_perl .) at /opt/rt3/lib/RT.pm line 627, SCHEMA line 78. (/opt/rt3/lib/RT.pm:377) Can't locate RT/Extension/PriorityAsString.pm in @INC (@INC contains: /opt/rt3/lib /etc/perl /usr/local/lib/perl/5.10.0 /usr/local/share/perl/5.10.0 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.10 /usr/share/perl/5.10 /usr/local/lib/site_perl .) at /opt/rt3/lib/RT.pm line 627, SCHEMA line 78. make: *** [initdb] Error 255 Michael Neuschafer PC Support Specialist National Stores Inc. (310) 436 - 2150 -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Tuesday, March 02, 2010 3:04 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Asset Tracker not installing. please help. On Tue, Mar 02, 2010 at 01:48:40PM -0800, Michael Neuschafer wrote: o...@vmsvr13:~/1.2.4b1# cd /opt/rt3 r...@vmsvr13:/opt/rt3# make install Why are you doing this, instead of running 'make install' from the 1.2.4b1 directory? -kevin E-MAIL CONFIDENTIALITY NOTICE: The contents of this e-mail message and any attachments are intended solely for the addressee (s) and may contain confidential and/or legally privileged information. If you are not the intended recipient of this message or if this message has been addressed to you in error, please immediately alert the sender by reply e-mail and then delete this message and any attachments. If you are not the intended recipient, you are notified that any use, dissemination, distribution, copying, or storage of this message or any attachment is strictly prohibited. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Change queue with a scrip before ticket creation.
On Wed, 2010-03-03 at 02:16 +0300, Ruslan Zakirov wrote: Jason, scrips can not change what already happened. That's what I thought, by the time the scrip is run, it is already too late. You can use callback in Create.html, but ticket creation is hardly tied to a queue because of custom fields. Interesting, sounds like it may be close to what I want, but it only has an effect on the RT web interface. I would like to change the queue, based on certain info in the message, and do this for any method of ticket creation (email, web, rest). I guess I would need to modify RT/Ticket_Overlay.pm, examine the contents of MIMEObj and change the Queue parameter before SUPER::Create is called. Thanks, ~Jason On Wed, Mar 3, 2010 at 2:06 AM, Jason A. Smith smit...@bnl.gov wrote: I need to be able to change the Queue that a ticket is going to before it is created. Is this even possible with a scrip in RT? I tried a scrip with an OnCreate condition and SetQueue, but it still created the ticket in the original queue, then moved the ticket to the new queue after it was created. Is what I want to do even possible with rt-3.8.7 without hacking the core RT code? Any help to point me in the right direction would be greatly appreciated. Thanks, ~Jason -- /--\ | Jason A. Smith Email: smit...@bnl.gov | | Atlas Computing Facility, Bldg. 510MPhone: +1-631-344-4226 | | Brookhaven National Lab, P.O. Box 5000 Fax: +1-631-344-7616 | | Upton, NY 11973-5000, U.S.A. | \--/ ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- /--\ | Jason A. Smith Email: smit...@bnl.gov | | Atlas Computing Facility, Bldg. 510MPhone: +1-631-344-4226 | | Brookhaven National Lab, P.O. Box 5000 Fax: +1-631-344-7616 | | Upton, NY 11973-5000, U.S.A. | \--/ smime.p7s Description: S/MIME cryptographic signature ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Change queue with a scrip before ticket creation.
On Wed, Mar 3, 2010 at 2:53 AM, Jason A. Smith smit...@bnl.gov wrote: On Wed, 2010-03-03 at 02:16 +0300, Ruslan Zakirov wrote: Jason, scrips can not change what already happened. That's what I thought, by the time the scrip is run, it is already too late. I suspect you do some extraction from content and then auto classification of tickets. I don't get why it's too late. You can use callback in Create.html, but ticket creation is hardly tied to a queue because of custom fields. Interesting, sounds like it may be close to what I want, but it only has an effect on the RT web interface. I would like to change the queue, based on certain info in the message, and do this for any method of ticket creation (email, web, rest). I guess I would need to modify RT/Ticket_Overlay.pm, examine the contents of MIMEObj and change the Queue parameter before SUPER::Create is called. It's possible, but is more complicated. Can you describe why moving ticket between queues doesn't work for you? Thanks, ~Jason -- Best regards, Ruslan. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Possible to forward a ticket (including CFs) out of RT via email?
Is it possible to forward a ticket (including any custom fields) out of RT via email? Thanks, John --- John Hascall, j...@iastate.edu Team Lead, NIADS (Network Infrastructure, Authentication Directory Services) IT Services, The Iowa State University of Science and Technology ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Change queue with a scrip before ticket creation.
On Wed, 2010-03-03 at 03:46 +0300, Ruslan Zakirov wrote: On Wed, Mar 3, 2010 at 2:53 AM, Jason A. Smith smit...@bnl.gov wrote: On Wed, 2010-03-03 at 02:16 +0300, Ruslan Zakirov wrote: Jason, scrips can not change what already happened. That's what I thought, by the time the scrip is run, it is already too late. I suspect you do some extraction from content and then auto classification of tickets. I don't get why it's too late. That is what I would like to do. You can use callback in Create.html, but ticket creation is hardly tied to a queue because of custom fields. Interesting, sounds like it may be close to what I want, but it only has an effect on the RT web interface. I would like to change the queue, based on certain info in the message, and do this for any method of ticket creation (email, web, rest). I guess I would need to modify RT/Ticket_Overlay.pm, examine the contents of MIMEObj and change the Queue parameter before SUPER::Create is called. It's possible, but is more complicated. Can you describe why moving ticket between queues doesn't work for you? The ticket would end up in the correct queue, but it generates some unnecessary email in the process when the admin watchers of the original queue are notified about the new ticket in their queue when it is created, when in fact it isn't meant for them, unless this can be suppressed when the needed queue move is detected. Will a false return from the custom action prep code prevent this? I guess I need to refer to my RT Essentials book again, tomorrow morning since it is in my office. Also, the default queue change template is just a basic change notification, so it doesn't contain the original problem description. I suppose with some extra logic, the original problem description could be added to some (or maybe all) of the queue change notification emails. I will have to play with this some more tomorrow. Thanks, ~Jason -- /--\ | Jason A. Smith Email: smit...@bnl.gov | | Atlas Computing Facility, Bldg. 510MPhone: +1-631-344-4226 | | Brookhaven National Lab, P.O. Box 5000 Fax: +1-631-344-7616 | | Upton, NY 11973-5000, U.S.A. | \--/ smime.p7s Description: S/MIME cryptographic signature ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] RTFM 2.4.2 and SQLite?
I'm currently running a development environment with RT 3.8.7 in development mode and SQlite. I downloaded RTFM 2.4.2 and attempted to install. Make initdb failed, as it could not find the appropriate schema file. I took a peek in etc and it appears that there are schema files for mysql, postgres, oracle, but none for SQLite. I tried using the postgres schema and acl files by copying to schema.SQLite and acl.SQLite. Make initdb succeeded with no errors. Creating a class in the UI finished with 'object created', but generates a bunch of log errors, and although a record ends up in the FM_Classes table, it must not be complete, as the class does not show up in the UI. In short, it looks like using the postgres acl and schema files didn't work. Has anyone else gotten this combination to work? Peter ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Approval Queue Approved/Rejected Templates and Parent Request Correspondence
Hey Everyone, So we're utilizing approvals, and when an approver approvals or rejects a request, the owner of the parent request gets double notifications. The first is from the templates: Approval Passed All Approvals Passed Approval Rejected the 2nd email is the fact that it puts the notes from the approver as correspondence on the original request. It looks like the template names are hard coded into the code, so if I were to rename them (as to not delete them) what would that break? or is there a way to filter the and id that it's correspondence from the approval system and not send that email notification out but send others out? we want to be able to receive correspondence updated, i might be able to filter on the subject since that's defined from the approval template? thoughts? or am I missing a simple fix? Nicola ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Approval Queue Approved/Rejected Templates and ParentRequest Correspondence
I should of mentioned it's 3.8.6... -Original Message- From: rt-users-boun...@lists.bestpractical.com on behalf of Foggi, Nicola Sent: Tue 3/2/2010 11:33 PM To: rt-users@lists.bestpractical.com Subject: [rt-users] Approval Queue Approved/Rejected Templates and ParentRequest Correspondence Hey Everyone, So we're utilizing approvals, and when an approver approvals or rejects a request, the owner of the parent request gets double notifications. The first is from the templates: Approval Passed All Approvals Passed Approval Rejected the 2nd email is the fact that it puts the notes from the approver as correspondence on the original request. It looks like the template names are hard coded into the code, so if I were to rename them (as to not delete them) what would that break? or is there a way to filter the and id that it's correspondence from the approval system and not send that email notification out but send others out? we want to be able to receive correspondence updated, i might be able to filter on the subject since that's defined from the approval template? thoughts? or am I missing a simple fix? Nicola ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Change queue with a scrip before ticket creation.
Here we used the following method: - an incoming queue without watchers, without anything except a scrip that dispatch tickets in others queues - a fallback error queue with admins as watcher in case the dispatch cannot be done. - a scrip that trigger on queue change in every queues except incoming queue to do usual oncreate things ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
