[rt-users] Fwd: Sending Email to CustomField value
Hi Kenn ,
Any pointers on the following please . Still struggling to get this working
.
Regards
Vikas
-- Forwarded message --
From: Vikas Srivastava vikas.k.srivast...@gmail.com
Date: Fri, Feb 11, 2011 at 3:48 PM
Subject: Re: [rt-users] Sending Email to CustomField value
To: Kenneth Crocker kfcroc...@lbl.gov
Cc: rt-users@lists.bestpractical.com
Hi Kenn ,
Thank you so much , but for some reasons I am not able to get it working .
Here is what I did .
Created A Template :
Name : Send Email to Customer on Closure
Description : Send Email to Customer on Closure
Content:
RT-Attach-Message: yes
To: {$Ticket-FirstCustomFieldValue('Customer Email')}
Subject: Request Titled: {$Ticket-Subject}
Some Content here .
Created A Scrip :
Description : Email On closure
Condition : On Resolve
Action : User Defined
Template : Send Email to Customer on Closure
Stage : TransactionCreate
Custom condition: return 1;
Custom action preparation code:return 1;
Custom action cleanup code:return 1;
When I resolved the case no email is sent to the email address mentioned in
the Custom field named Customer Email
Appreciate your inputs .
Regards
Vikas
On Fri, Feb 11, 2011 at 8:52 AM, Kenneth Crocker kfcroc...@lbl.gov wrote:
Vikas,
We do that thru the Template. Below is an example of what we do to send an
email to a person selected to be the QA tester/Approver of work before it is
migrated/resolved:
RT-Attach-Message: yes
To: {$Ticket-FirstCustomFieldValue('QA Approver')}
Subject: Request Titled: {$Ticket-Subject} is ready to begin QA Testing
TICKET INFORMATION:
Queue : {$Ticket-QueueObj-Name}
Number : {$Ticket-Id}
Subject: {$Ticket-Subject}
Priority is: {$Ticket-Priority}
Requestor : {$Ticket-Requestors-UserMembersObj-First-Name}
Created by: {$Ticket-CreatorObj-Name}
Created on: {substr($Ticket-Created, 0, 10)}
Ownedby: {$Ticket-OwnerObj-Name}
Development Started on: {substr($Ticket-Started, 0, 10)}
To indicate your approval of the QA test results, merely
Reply (only) to this email with your comments:
Thank you,
{$Ticket-QueueObj-CorrespondAddress()}
We like to include a lot of Ticket data in our emails to the recipients.
All of out templates are custom.
Hope this helps.
Kenn
LBNL
On Fri, Feb 11, 2011 at 8:00 AM, Vikas Srivastava
vikas.k.srivast...@gmail.com wrote:
Hi All ,
Could you please help me in creating a scrip that sends emails to email
addresses noted in custom field values .
So say in CF1 i have john...@abc.com
And in CF2 i have mja...@abc.com .
Upon case closure I would like to emails (different content) to be sent to
the above to CFs .
Any help would be much appreciated .
Regards
Vikas
[rt-users] sub-queues?
Q1: can RT do sub-queues? Here's why I'm asking. One of the queues we use is called Sysadmin - for tasks which are System Administration in nature (as opposed to helpdesk, accounting, etc.) Within the category of Sysadmin, there are some tasks which are reoccuring and could use their own sub-queue - eg. adding/removing users (we're a university dept so every semester I have to add/remove some 60/75 students); documentation of the system (both FAQ for users as well as internal documentation). Q2: do sub-queues make sense? I am trying to be too fine here? Is this something other people have thought about? -- Chris Barnes AOL IM: CNBarnes chris-bar...@tamu.eduYahoo IM: chrisnbarnes Computer Systems Manager MSN IM: ch...@txbarnes.com Department of Physics ph: 979-845-1379 Texas AM University fax: 979-845-2590
Re: [rt-users] dumpfile-to-rt-3.0 failed (2.0.14 - 3.8.8)
On Sat, Feb 12, 2011 at 11:34:52AM +0100, Daniel Schwager wrote: - I downloaded your migration tool from https://github.com/bestpractical/rt2-to-rt3 and - created a dump directory using rt-2.0-to-dumpfile and - tried to import the dump using dumpfile-to-rt-3.0 to the new RT3 mysql-db but I get the following errors ... ... So, only the tickets NOT assigned to any queue where merged. All ticked assigned to a queue are missing. Small correction - it seems that all the tickets are imported Are the errors/warning a problem ? May the import was not done 100% ? This reads like you had trouble rewriting your Links, often this is because your Organization is invalid or because you changed it from rt2 to rt3. The Scrip part is likely because you had custom templates that won't work on rt3 since the APIs changed and you'll need to recreate them. -kevin pgpCX8lzpFyzy.pgp Description: PGP signature
Re: [rt-users] Notify specific owner on Correspond
Kurt,
This (in Custom Condition) will ensure the code is triggered only on
Correspondence:
my $trans = $self-TransactionObj;
my $ticket = $self-TicketObj;
my $ownerid = $ticket-Owner;
return 0 unless ($trans-Type eq 'Correspond'
your owner comparison);
Good luck.
Kenn
LBNL
On Fri, Feb 11, 2011 at 1:22 PM, Kurt Engle en...@4j.lane.edu wrote:
Kenn can you give me some pointers on how to do that?
Thanks,
Kurt
--
*From: *Kenneth Crocker kfcroc...@lbl.gov
*To: *rt-users@lists.bestpractical.com
*Sent: *Friday, February 11, 2011 12:05:37 PM
*Subject: *Re: [rt-users] Notify specific owner on Correspond
Kurt,
I think you need to add a check for a correspond transaction to your
condition.
Kenn
LBNL
On Fri, Feb 11, 2011 at 11:37 AM, Kurt Engle en...@4j.lane.edu wrote:
I have created a scrip that successfully notifies owners but now I need to
be able to only run this scrip when a specific owner is listed on the
ticket. I am guessing that I need a Custom Condition for this scrip. So far
I have the following:
Description: On Correspond notify specific owner
Condition: User Defined
Action: Notify Owner
Template: Global template: Admin Correspondence
Stage: Transaction Create
Custom Condition:
my $trans = $self-TransactionObj;
my $ticket = $self-TicketObj;
my $ownerid = $ticket-Owner;
if ($ownerid = 34) {
return 1;
}
else {
return 0;
}
So far, this scrip does not discriminate based on the ticket owner.
Thanks for your help
--
Kurt Engle
--
-kurt
Re: [rt-users] RT-Users Digest, Vol 83, Issue 40
Sandeep,
It looks like you're using ExternalAuth. We also do that. We use LDAP and in
LDAP there is a setting:
*Set($AutoCreateNonExternalUsers, 1);*
Which allows those *not existing* as users to be added as new Unprivileged
users and therefore gain those rights.
Is there a setting like this for the ExternalAuth that you use?
Kenn
LBNL
On Sun, Feb 13, 2011 at 9:17 PM, Sandeep sandeep.nadka...@gmail.com wrote:
On Fri, Feb 11, 2011 at 10:30 PM,
rt-users-requ...@lists.bestpractical.com wrote:
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Today's Topics:
1. Re: Unable to create ticket using self service portal
(Kenneth Crocker)
--
Message: 1
Date: Fri, 11 Feb 2011 08:58:59 -0800
From: Kenneth Crocker kfcroc...@lbl.gov
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Unable to create ticket using self service
portal
Message-ID:
AANLkTimFN+ovkhinP_OxRsUc-Azt8YLV=xsykb5od...@mail.gmail.com
Content-Type: text/plain; charset=iso-8859-1
Sandeep,
You mention some permissions, but don't distinguish if they are Global or
Queue level. It could be the Queue allows it but the Global doesn't. Also,
if permissions are given via group an unprivileged user will not be able
to
use those rights as an unprivileged user cannot be in a group.
Kenn
LBNL
These are Global, on queue similar rights there for Everyone.
When user tries to create ticket it displays following error.
Sandeep
On Thu, Feb 10, 2011 at 9:04 PM, Sandeep sandeep.nadka...@gmail.com
wrote:
Hi,
I am using RT 3.8.7 on Centos 5.3.
Authentication is through Active Directory. RT_Authen_external plugin is
used.
Authentication is working fine. When I try to create a ticket it says
No permission to Display Ticket (No Detail)
In RT_SiteConfig.pm
require /opt/rt3/local/plugins/RT-
Authen-ExternalAuth/etc/RT_SiteConfig.pm;
Set($AutoCreate,{Privileged = 0});
Permissions are as follows
Everyone : Create Ticket, comment on tickert, show queue, show ticket,
Am I missing some thing. ?
Thanks
Sandeep
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End of RT-Users Digest, Vol 83, Issue 40
Re: [rt-users] Fwd: Sending Email to CustomField value
Vikas,
RT provides some basic Conditions and actions. You've put code in for a
Custom Condition, yet you specifiy the *basic* On Resolve. That's
redundant. Get ride of the Custom COndition Code.
However, that isn'tr the reason it doesn't work. You specified
User-Defined for your Action and I use Notify Others. Try that and get
ride of all that Custom Code.
Kenn
LBNL
On Mon, Feb 14, 2011 at 12:25 AM, Vikas Srivastava
vikas.k.srivast...@gmail.com wrote:
Hi Kenn ,
Any pointers on the following please . Still struggling to get this working
.
Regards
Vikas
-- Forwarded message --
From: Vikas Srivastava vikas.k.srivast...@gmail.com
Date: Fri, Feb 11, 2011 at 3:48 PM
Subject: Re: [rt-users] Sending Email to CustomField value
To: Kenneth Crocker kfcroc...@lbl.gov
Cc: rt-users@lists.bestpractical.com
Hi Kenn ,
Thank you so much , but for some reasons I am not able to get it working .
Here is what I did .
Created A Template :
Name : Send Email to Customer on Closure
Description : Send Email to Customer on Closure
Content:
RT-Attach-Message: yes
To: {$Ticket-FirstCustomFieldValue('Customer Email')}
Subject: Request Titled: {$Ticket-Subject}
Some Content here .
Created A Scrip :
Description : Email On closure
Condition : On Resolve
Action : User Defined
Template : Send Email to Customer on Closure
Stage : TransactionCreate
Custom condition: return 1;
Custom action preparation code:return 1;
Custom action cleanup code:return 1;
When I resolved the case no email is sent to the email address mentioned in
the Custom field named Customer Email
Appreciate your inputs .
Regards
Vikas
On Fri, Feb 11, 2011 at 8:52 AM, Kenneth Crocker kfcroc...@lbl.govwrote:
Vikas,
We do that thru the Template. Below is an example of what we do to send an
email to a person selected to be the QA tester/Approver of work before it is
migrated/resolved:
RT-Attach-Message: yes
To: {$Ticket-FirstCustomFieldValue('QA Approver')}
Subject: Request Titled: {$Ticket-Subject} is ready to begin QA Testing
TICKET INFORMATION:
Queue : {$Ticket-QueueObj-Name}
Number : {$Ticket-Id}
Subject: {$Ticket-Subject}
Priority is: {$Ticket-Priority}
Requestor : {$Ticket-Requestors-UserMembersObj-First-Name}
Created by: {$Ticket-CreatorObj-Name}
Created on: {substr($Ticket-Created, 0, 10)}
Ownedby: {$Ticket-OwnerObj-Name}
Development Started on: {substr($Ticket-Started, 0, 10)}
To indicate your approval of the QA test results, merely
Reply (only) to this email with your comments:
Thank you,
{$Ticket-QueueObj-CorrespondAddress()}
We like to include a lot of Ticket data in our emails to the recipients.
All of out templates are custom.
Hope this helps.
Kenn
LBNL
On Fri, Feb 11, 2011 at 8:00 AM, Vikas Srivastava
vikas.k.srivast...@gmail.com wrote:
Hi All ,
Could you please help me in creating a scrip that sends emails to email
addresses noted in custom field values .
So say in CF1 i have john...@abc.com
And in CF2 i have mja...@abc.com .
Upon case closure I would like to emails (different content) to be sent to
the above to CFs .
Any help would be much appreciated .
Regards
Vikas
Re: [rt-users] sub-queues?
Chris, You could create a Custom Field called Work-Category for your SysAdmin Queue and then create a Queue to handle the tickets for each specific value or set of values in that CF. Then you will need to write a scrip for your SysAdmin Queue to evaluate that CF and based on specific values, move the ticket to that corresponding Queue. That's the best advice I can offer. Kenn LBNL On Mon, Feb 14, 2011 at 7:10 AM, Chris Barnes chris-bar...@tamu.edu wrote: Q1: can RT do sub-queues? Here's why I'm asking. One of the queues we use is called Sysadmin - for tasks which are System Administration in nature (as opposed to helpdesk, accounting, etc.) Within the category of Sysadmin, there are some tasks which are reoccuring and could use their own sub-queue - eg. adding/removing users (we're a university dept so every semester I have to add/remove some 60/75 students); documentation of the system (both FAQ for users as well as internal documentation). Q2: do sub-queues make sense? I am trying to be too fine here? Is this something other people have thought about? -- Chris Barnes AOL IM: CNBarnes chris-bar...@tamu.eduYahoo IM: chrisnbarnes Computer Systems Manager MSN IM: ch...@txbarnes.com Department of Physics ph: 979-845-1379 Texas AM University fax: 979-845-2590
[rt-users] Tracking how tickets are created
Hello - We are using RT 3.8.8 on Ubuntu 10.04. We are looking for a simple way to track how our tickets are being created. Right now tickets get created in any number of way: - User e-mails problem directly to RT - User calls the Help Desk and we enter a ticket on their behalf - User uses RT web interface to create ticket themselves We would like to be able to easily track that and look at the end of the month and say Oh, 300 tickets were created through the web interface, but only 100 were done via e-mail. Does anybody have any strategies for this? Thanks! -- Max McGrath Asst. Network Admin/Systems Specialist Carthage College 262-552-5512 mmcgr...@carthage.edu
Re: [rt-users] Tracking how tickets are created
On Mon, Feb 14, 2011 at 01:39:51PM -0600, Max McGrath wrote:
Hello -
We are using RT 3.8.8 on Ubuntu 10.04.
We are looking for a simple way to track how our tickets are being created.
Right now tickets get created in any number of way:
- User e-mails problem directly to RT
- User calls the Help Desk and we enter a ticket on their behalf
- User uses RT web interface to create ticket themselves
We would like to be able to easily track that and look at the end of the
month and say Oh, 300 tickets were created through the web interface, but
only 100 were done via e-mail.
Does anybody have any strategies for this?
Setup a ticket customfield Origin for this, fill it automatically with a
custom scrip. Then you can do charts on this customfield.
The scrip (untested):
Condition: On Create
Action: User Defined
Template: blank
Action commit code:
if ( $self-TransactionObj-Message-First
$self-TransactionObj-Message-First-GetHeader('Received') ) {
$self-TicketObj-AddCustomFieldValue( Field = 'Origin', Value = 'Mail' );
} else {
if ( $self-TransactionObj-CreatorObj-Privileged ) {
$self-TicketObj-AddCustomFieldValue( Field = 'Origin', Value =
'Helpdesk' );
} else {
$self-TicketObj-AddCustomFieldValue( Field = 'Origin', Value =
'Self' );
}
}
Re: [rt-users] Tracking how tickets are created
On Mon, 2011-02-14 at 13:39 -0600, Max McGrath wrote: Hello - We are using RT 3.8.8 on Ubuntu 10.04. We are looking for a simple way to track how our tickets are being created. Right now tickets get created in any number of way: * User e-mails problem directly to RT * User calls the Help Desk and we enter a ticket on their behalf * User uses RT web interface to create ticket themselves We would like to be able to easily track that and look at the end of the month and say Oh, 300 tickets were created through the web interface, but only 100 were done via e-mail. Does anybody have any strategies for this? Thanks! Tickets created from the web interface won't have most of the headers that an email will. (To, From, Received, etc.) Checking this way allows you to do historical metrics as well. Cheers, Jeff.
Re: [rt-users] Notify specific owner on Correspond
Bingo. That took care of it. Thanks for the code.
Kurt
From: Kenneth Crocker kfcroc...@lbl.gov
To: rt-users@lists.bestpractical.com
Sent: Monday, February 14, 2011 9:06:28 AM
Subject: Re: [rt-users] Notify specific owner on Correspond
Kurt,
This (in Custom Condition) will ensure the code is triggered only on
Correspondence:
my $trans = $self-TransactionObj;
my $ticket = $self-TicketObj;
my $ownerid = $ticket-Owner;
return 0 unless ($trans-Type eq 'Correspond'
your owner comparison);
Good luck.
Kenn
LBNL
On Fri, Feb 11, 2011 at 1:22 PM, Kurt Engle en...@4j.lane.edu wrote:
Kenn can you give me some pointers on how to do that?
Thanks,
Kurt
From: Kenneth Crocker kfcroc...@lbl.gov
To: rt-users@lists.bestpractical.com
Sent: Friday, February 11, 2011 12:05:37 PM
Subject: Re: [rt-users] Notify specific owner on Correspond
Kurt,
I think you need to add a check for a correspond transaction to your
condition.
Kenn
LBNL
On Fri, Feb 11, 2011 at 11:37 AM, Kurt Engle en...@4j.lane.edu wrote:
I have created a scrip that successfully notifies owners but now I need to be
able to only run this scrip when a specific owner is listed on the ticket. I am
guessing that I need a Custom Condition for this scrip. So far I have the
following:
Description: On Correspond notify specific owner
Condition: User Defined
Action: Notify Owner
Template: Global template: Admin Correspondence
Stage: Transaction Create
Custom Condition:
my $trans = $self-TransactionObj;
my $ticket = $self-TicketObj;
my $ownerid = $ticket-Owner;
if ($ownerid = 34) {
return 1;
}
else {
return 0;
}
So far, this scrip does not discriminate based on the ticket owner.
Thanks for your help
--
Kurt Engle
--
-kurt
--
-kurt
[rt-users] Adding email address to a user account
Hi, While trying adding an email address to a user account, I got following error: User 23902: EmailAddress: Illegal value for EmailAddress The email field is currently blank. The email address is valid. How to fix this problem? Simon
Re: [rt-users] Adding email address to a user account
On Mon, Feb 14, 2011 at 05:07:08PM -0800, Simon Gao wrote: Hi, While trying adding an email address to a user account, I got following error: User 23902: EmailAddress: Illegal value for EmailAddress The email field is currently blank. The email address is valid. How to fix this problem? Search a user with this email, with Search for disabled users checbox enabled at the bottom of the search form, you will find a user in your DB which has already this email.
