[rt-users] RTIR 2.6.1: Can't list any most due incidents after upgrade.
Hi guys, That's my first time writing to this list and I didn't find any info related to my problem. As English isn't my first language, I hope to be clear enough with my text and that I can find some help here. =) Okay, here my problem. We have a RT 3.8.2 installed on a physical machine (OS: FreeBSD; Plugins: RTFM and RTIR 2.4.2) and right now this machine is dying, so we decided to create a dedicated VM to host a new RT installation. For some reason, we decided to change the OS to Ubuntu 12.04 LTS, and considering all the dependences, we installed a fresh install with RT 3.8.11, RTFM 2.4.3 and RTIR 2.6.1. After that, we restored a mysql dump from our old RT, and following the procedures from all the UPGRADING guides (RT, RTFM, RTIR), we finished our installation. Everything went well, but in the RTIR part, we can't list any most due incidents, the list is blank. Anyone can give me some light about that? I don't know if I'm being clear enough, I can answer any question related, but I can't give any Screenshot or show any data. Cheers, Robson Eisinger Network Analyst at University of Sao Paulo/Brazil
[rt-users] SLA and holidays
Hi there, I would like to combine SLA extension with Date::Holidays module. Any ideas, how to do that besides patching? Regards, -- Robert Wysocki administrator systemów linuksowych CONTIUM S.A., http://www.contium.pl
[rt-users] Require owner before update
Hi List, I'm searching the list but can't find anything usefull for now. At our site, a lot of agents lack becoming owner of tickets. I want them to take a ticket first and then start working on it. Is there a way to force this that the must be an owner set ? thanks in advance. Regards, Mayk
Re: [rt-users] SLA and holidays
On Fri, May 18, 2012 at 3:06 PM, Robert Wysocki robert.wyso...@contium.pl wrote: Hi there, I would like to combine SLA extension with Date::Holidays module. Any ideas, how to do that besides patching? Actually newer versions of Business::Hours module that is used by SLA extension has a way to setup holidays. It's a little bit limited as you can not do short business days next to holidays or move working days to weekends. Regards, -- Robert Wysocki administrator systemów linuksowych CONTIUM S.A., http://www.contium.pl -- Best regards, Ruslan.
Re: [rt-users] SLA and holidays
Dnia 2012-05-18, pią o godzinie 15:52 +0400, Ruslan Zakirov pisze: On Fri, May 18, 2012 at 3:06 PM, Robert Wysocki robert.wyso...@contium.pl wrote: Hi there, I would like to combine SLA extension with Date::Holidays module. Any ideas, how to do that besides patching? Actually newer versions of Business::Hours module that is used by SLA extension has a way to setup holidays. It's a little bit limited as you can not do short business days next to holidays or move working days to weekends. Thanks, I'll look into it. Best regards, -- Robert Wysocki administrator systemów linuksowych CONTIUM S.A., http://www.contium.pl
Re: [rt-users] Show a Queue's description instead of its name...
On Thu, May 17, 2012 at 11:55 PM, April Rosenberg apr...@yelp.com wrote: PS. Sorry if this is a duplicate, I didn’t get the message through the list so I was concerned I hadn’t sent it correctly. It is and I replied to older mail. Keep this thread silent. -- Best regards, Ruslan.
[rt-users] Content field missing from Articles
I'd like to start using Articles here at work, but something isn't working correctly. I've got a Class set up and a Topic, but when I go to create an Article the Content field is completely missing. I can edit/modify all the other fields except the most important one. What could be causing this? Stephen Cena MIS/IT Dept - Quality Vision International 850 Hudson Ave Rochester,NY. 14621 Ph: 585-544-0450 x300 Thank you for helping us help you help us all.
Re: [rt-users] Require owner before update
On 05/18/2012 07:49 AM, Mayk Backus wrote: I'm searching the list but can't find anything usefull for now. At our site, a lot of agents lack becoming owner of tickets. I want them to take a ticket first and then start working on it. Is there a way to force this that the must be an owner set ? Remove the rights granted globally or on a queue/group level and only grant ticket modification rights to the Owner role. Make sure they have TakeTicket even when they're not the Owner. With this setup correctly, if they're not the Owner, they won't have the modification rights. If they are the Owner, they'll pick up the modification rights. Thomas
Re: [rt-users] Content field missing from Articles
On 05/18/2012 08:19 AM, Cena, Stephen (ext. 300) wrote: I'd like to start using Articles here at work, but something isn't working correctly. I've got a Class set up and a Topic, but when I go to create an Article the Content field is completely missing. I can edit/modify all the other fields except the most important one. What could be causing this? Read `perldoc docs/customizing/articles_introduction.pod`, or view the latest version on the web at https://github.com/bestpractical/rt/blob/stable/docs/customizing/articles_introduction.pod
Re: [rt-users] Reply/Comments to include previous message attachments.
Can i please get a reply for this thread? thanks a lot Luong On Thu, May 10, 2012 at 12:12 PM, Luong Bui Duc luong.d@gmail.comwrote: Hi, I have RT 4.0.4 and currently users requested to have previous email(original email) attachments to be added to correspondence/reply so they don't have to manually download each attachment and attach in correspondence. I'm pretty sure this feature is implemented, but just can't find it. Could you please help me out here. Thanks a lot -- Regards, Bui Duc Luong -- Regards, Bui Duc Luong
Re: [rt-users] Require owner before update
On 18 May 2012, at 7:49, Mayk Backus wrote: Hi List, I'm searching the list but can't find anything usefull for now. At our site, a lot of agents lack becoming owner of tickets. I want them to take a ticket first and then start working on it. Is there a way to force this that the must be an owner set ? One way to enforce this operationally without getting agents to change work habits is a Scrip that assigns ownership to a user who updates a ticket owned by Nobody. Using Scrips to automate work rules rather than Rights settings allows for more complex and nuanced rules, particularly ones that you might want agents to be able to reverse by a conscious choice. For example, the RT instance I wrangle has a Scrip that runs when a ticket is resolved that gives ownership of Nobody tickets to the person who is resolving the ticket. This has the useful side-effect of making sure Requestors don't get notification of resolution without a specific responsible human identified. Agents can still specifically go back and disown a ticket they've been given by that Scrip, but that would be a distinct transaction they have to do intentionally. On the other hand, fine-tuning Rights provides agents with UI clues about the proper workflow, provided they have been trained well.
Re: [rt-users] Reply/Comments to include previous message attachments.
Last month an answer to your question showed up on this list: Being able to reply to a ticket including arbitrary attachments from other transactions on the ticket is a feature we've been playing with for 4.2, but we don't know if it'll make the cute. -kevin On Fri, May 18, 2012 at 8:24 AM, Luong Bui Duc luong.d@gmail.com wrote: Can i please get a reply for this thread? thanks a lot Luong On Thu, May 10, 2012 at 12:12 PM, Luong Bui Duc luong.d@gmail.com wrote: Hi, I have RT 4.0.4 and currently users requested to have previous email(original email) attachments to be added to correspondence/reply so they don't have to manually download each attachment and attach in correspondence. I'm pretty sure this feature is implemented, but just can't find it. Could you please help me out here. Thanks a lot -- Regards, Bui Duc Luong -- Regards, Bui Duc Luong
[rt-users] How do I override a default scrip?
How can I override a default scrip for a queue? If I define a new scrip with the same name as an existing one, it runs both of them. -- http://www.linkedin.com/in/paultomblin http://careers.stackoverflow.com/ptomblin
Re: [rt-users] RT4.0.5 article creation- classes and topic nesting
Really, if someone could reply to this, even to inform me that I should fill out a feature request, that would be helpful. To restate, with goofy diagrams, what I was expecting: Article Class: PJM Article Class: QA Article Class: Ops (group perms set here) |---Topic: Systems |---Sub-Topic: Monitoring Services | |---Article: Introduction (Textbox) | |---Article: How to request (Textbox, linktoform) |---Sub-Topic: Hosts |---Sub-Topic: BKP01 |---Article: HostManifest (Textbox, IP, and stat fields) |---Article: HostWarranty (contacts, s/n and date fields) |---Article: HostServices (Various svc fields, SLA links) How it works so far, where it appears [toplevel Topic] = [Class] = [sole Article Format]: Article Class: PJM Article Class: QA Article Class: Ops (group perms set here, and article format limited to one type per CLASS) |---Topic: Systems |---Sub-Topic: Monitoring Services | |---Article: Introduction (Textbox) | |---Article: How to request (Textbox) |---Sub-Topic: Hosts |---Sub-Topic: BKP01 |---Article: HostManifest (Textbox) |---Article: HostWarranty (Textbox) |---Article: HostServices (Textbox) I hope this makes my dilemma a bit clearer. If we want multiple formats, then we need multiple toplevel Topics? I expected to differentiate formats of articles under sub-topics. If my expectations were out of line, then I'd appreciate a reply from someone about how it is intended to be done, as the documentation on 4.0.5 article creation doesn't really go into this. My other option would be to fill up the Article Topic toplevel with all of the different article formats I (and others) would wish to use, but then we lose the ability for viewers to browse except by article format (and I wouldn't see the point of topic trees). Most of this article creation is intended to be self-service for multiple groups, so I would like to keep it as simple as possible, allowing users within their groups to create and format articles specific to sub-topic. William Bill Albertson -Original Message- From: Albertson, William (Rancho Cordova) Sent: Wednesday, May 16, 2012 4:31 PM To: 'rt-users@lists.bestpractical.com' Subject: RT4.0.5 article creation- classes and topic nesting Howdy, I haven't found a lot of information about creating articles under RT4.0.5 with nested topics. I've recently installed this application, so I'm also not an expert. I'm not sure if I would be better served by instead setting up a wiki, and then just linking article items instead. Here is the problem: I've created the class Ops for articles. This is the name of our group of staff. We are setting permissions for editing Ops related articles here. Also, there are other groups to be considered- this installation isn't just for Ops. There will be other teams with their own articles. Next, I created a tree of topics. Let's say Systems and Networks. Subtopics under Systems are Hosts, and then other overview topics like Backups. Under Hosts are going to be articles containing host specific info, like a manifest article for backupsrv01, and another article for warranty information. Then I get into article creation. I created a couple of custom fields called Body [wikitext] IP Address [ip address] and Attachment [one upload]. The problem I run into is that RT doesn't seem to differentiate between different topic custom fields within a class's sub-topics. I need to display IP address information for hosts articles, but don't need to see that field for an explanation on our backup system. Am I putting the cart before the horse for managing different article formats? It seems that the Articles feature of RT is limited to exactly one type of article format per class, regardless of how many sub-topics you have underneath that class. From my testing, I would have to create a class for every single article format type that I wish to use (host manifest, host warranty, service overview would now all be classes), which wouldn't work well with having nested topics underneath. Then, my users would have to search for general keywords, because now they would not be able to drill down nested topics easily for topic specific information. Instead of drilling down through Ops - Systems - Hosts -
Re: [rt-users] How do I override a default scrip?
On 18 May 2012, at 14:45, Paul Tomblin wrote: How can I override a default scrip for a queue? You don't. A Scrip is either Global or limited to a single Queue, and is either enabled or disabled in that scope. If you have a Scrip that you want to apply to all Queues except for one, you need to disable the Global version and replicate it in all Queues except for one. Another option is to modify the Global Scrip with a User Defined Condition that returns 0 if the Queue is one that you want to exempt. If I define a new scrip with the same name as an existing one, it runs both of them. Yes, it does. Scrips are objects that point to Queues by ID, Queues are not objects that point to Scrips by name.
[rt-users] how to prevent duplicate emails
Hello, When I resolve a ticket, I want the requester to receive the ticket comments, and a notice the ticket is resolved, in just one email. Someone out there must have this set up. I've been playing with TransactionBatch to see if that could help prevent duplicates. Currently, I use a default resolve scrip, which notifies the requester when the ticket is resolved. The template does not include the comments from the resolution, only some generic text. I've been going in circles trying to have the requester get only one ticket upon resolution. An email which includes the resolution comments. If when I resolve the ticket, I change the Update Type to Reply to Requestors, the requester gets one email, without the comments. Here is the summary of my scrips. # Description Stage Condition Action Template 14 Notify Requestor on Correspond TransactionCreate On Correspond Notify Requestors Admin Correspondence 13 Notify requestor when ticket is taken DisabledOn Owner Change Notify Requestors Owner Changed 8 On Comment Notify AdminCcs as Comment TransactionBatch On Comment Notify AdminCcs as Comment Admin Comment 9 On Comment Notify Other Recipients as Comment Disabled On Comment Notify Other Recipients as Comment Correspondence 5 On Correspond Notify AdminCcs TransactionBatchOn Correspond Notify AdminCcs Admin Correspondence 6 On Correspond Notify CcsTransactionBatchOn Correspond Notify Ccs Correspondence 7 On Correspond Notify Other Recipients DisabledOn Correspond Notify Other Recipients Correspondence 17 On Correspond Notify Requestor TransactionBatchOn Correspond Notify Owner, Requestors, Ccs and AdminCcs Admin Correspondence 1 On Correspond Open Tickets TransactionCreate On Correspond Open TicketsBlank 3 On Create Autoreply To Requestors TransactionCreate On Create Autoreply To Requestors Autoreply 4 On Create Notify AdminCcs TransactionCreate On Create Notify AdminCcs Transaction 15 On Owner Change Notify Admincc TransactionCreate On Owner Change Notify AdminCcs as Comment Owner Changed 2 On Owner Change Notify OwnerDisabledOn Owner Change Notify OwnerOwner Changed 18 On Owner Change Notify RequestorTransactionBatch On Owner Change Notify Requestors Owner Changed 10 On Resolve Notify RequestorsTransactionBatchOn Resolve Notify Owner, Requestors, Ccs and AdminCcs Resolved 11 On transaction, add any tags in the transaction's subject to the ticket's subject TransactionCreate On Transaction Extract Subject Tag Blank (Check box to delete) I've looked at the mysql settings/tables. I've looked at the logs, and am trying to see where in the code it is asking to send all these emails. There is a section where it prevents sending emails to blacklisted addresses. It would be nice if it prevented duplicates. I haven't used perl in a while, so haven't been able to modify. Sandra
Re: [rt-users] How do I override a default scrip?
On Fri, May 18, 2012 at 3:47 PM, Bill Cole rtusers-20090...@billmail.scconsult.com wrote: Another option is to modify the Global Scrip with a User Defined Condition that returns 0 if the Queue is one that you want to exempt. How do I programmatically add one of these User Defined Conditions to an existing RT Global Scrip? (Preferably something that I can do in my etc/initialdata) If I define a new scrip with the same name as an existing one, it runs both of them. Yes, it does. Scrips are objects that point to Queues by ID, Queues are not objects that point to Scrips by name. I'd just like to point out that's completely inconsistent with the way Templates are done. -- http://www.linkedin.com/in/paultomblin http://careers.stackoverflow.com/ptomblin
Re: [rt-users] how to prevent duplicate emails
We are in the same boat. I have a plan to change all of the scrips on reply/comment/resolve to use a default transaction template that gives all info to all users (admincc, requestor, etc) just once on each transaction. In our case we use rt internally so we don't have the need to comment without the requestor seeing. So in our case the difference just causes confusion. But to answer your question it is in the scripts and templates. If you want to keep the defaults as they are for comment vs reply, change the apply to requestor on resolve scrip to include the comments. Sent from my mobile device. On May 18, 2012, at 4:42 PM, Sandra Wittenbrock san...@hpcrd.lbl.gov wrote: Hello, When I resolve a ticket, I want the requester to receive the ticket comments, and a notice the ticket is resolved, in just one email. Someone out there must have this set up. I've been playing with TransactionBatch to see if that could help prevent duplicates. Currently, I use a default resolve scrip, which notifies the requester when the ticket is resolved. The template does not include the comments from the resolution, only some generic text. I've been going in circles trying to have the requester get only one ticket upon resolution. An email which includes the resolution comments. If when I resolve the ticket, I change the Update Type to Reply to Requestors, the requester gets one email, without the comments. Here is the summary of my scrips. #DescriptionStageConditionActionTemplate 14Notify Requestor on CorrespondTransactionCreateOn CorrespondNotify RequestorsAdmin Correspondence 13Notify requestor when ticket is takenDisabledOn Owner ChangeNotify RequestorsOwner Changed 8On Comment Notify AdminCcs as CommentTransactionBatchOn CommentNotify AdminCcs as CommentAdmin Comment 9On Comment Notify Other Recipients as CommentDisabledOn CommentNotify Other Recipients as CommentCorrespondence 5On Correspond Notify AdminCcsTransactionBatchOn Correspond Notify AdminCcsAdmin Correspondence 6On Correspond Notify CcsTransactionBatchOn Correspond Notify CcsCorrespondence 7On Correspond Notify Other RecipientsDisabledOn Correspond Notify Other RecipientsCorrespondence 17On Correspond Notify RequestorTransactionBatchOn Correspond Notify Owner, Requestors, Ccs and AdminCcsAdmin Correspondence 1On Correspond Open TicketsTransactionCreateOn Correspond Open TicketsBlank 3On Create Autoreply To RequestorsTransactionCreateOn Create Autoreply To RequestorsAutoreply 4On Create Notify AdminCcsTransactionCreateOn Create Notify AdminCcsTransaction 15On Owner Change Notify AdminccTransactionCreateOn Owner ChangeNotify AdminCcs as CommentOwner Changed 2On Owner Change Notify OwnerDisabledOn Owner Change Notify OwnerOwner Changed 18On Owner Change Notify RequestorTransactionBatchOn Owner ChangeNotify RequestorsOwner Changed 10On Resolve Notify RequestorsTransactionBatchOn Resolve Notify Owner, Requestors, Ccs and AdminCcsResolved 11On transaction, add any tags in the transaction's subject to the ticket's subjectTransactionCreateOn TransactionExtract Subject TagBlank (Check box to delete) I've looked at the mysql settings/tables. I've looked at the logs, and am trying to see where in the code it is asking to send all these emails. There is a section where it prevents sending emails to blacklisted addresses. It would be nice if it prevented duplicates. I haven't used perl in a while, so haven't been able to modify. Sandra
Re: [rt-users] How do I override a default scrip?
On Fri, May 18, 2012 at 5:40 PM, Paul Tomblin ptomb...@xcski.com wrote: rtusers-20090...@billmail.scconsult.com wrote: Another option is to modify the Global Scrip with a User Defined Condition that returns 0 if the Queue is one that you want to exempt. How do I programmatically add one of these User Defined Conditions to an existing RT Global Scrip? (Preferably something that I can do in my etc/initialdata) Oh wait, I could do that with an overlay, couldn't I? -- http://www.linkedin.com/in/paultomblin http://careers.stackoverflow.com/ptomblin
Re: [rt-users] How do I override a default scrip?
Paul, Scrips and templates have different functions, so of course they do not have the same consistent behavior. Kenn On Fri, May 18, 2012 at 3:40 PM, Paul Tomblin ptomb...@xcski.com wrote: On Fri, May 18, 2012 at 5:40 PM, Paul Tomblin ptomb...@xcski.com wrote: rtusers-20090...@billmail.scconsult.com wrote: Another option is to modify the Global Scrip with a User Defined Condition that returns 0 if the Queue is one that you want to exempt. How do I programmatically add one of these User Defined Conditions to an existing RT Global Scrip? (Preferably something that I can do in my etc/initialdata) Oh wait, I could do that with an overlay, couldn't I? -- http://www.linkedin.com/in/paultomblin http://careers.stackoverflow.com/ptomblin
Re: [rt-users] How do I override a default scrip?
On 18 May 2012, at 17:40, Paul Tomblin wrote: On Fri, May 18, 2012 at 3:47 PM, Bill Cole rtusers-20090...@billmail.scconsult.com wrote: Another option is to modify the Global Scrip with a User Defined Condition that returns 0 if the Queue is one that you want to exempt. How do I programmatically add one of these User Defined Conditions to an existing RT Global Scrip? (Preferably something that I can do in my etc/initialdata) Ewww. Why??? With a running RT (i.e. a system where etc/initialdata has seen its single lifetime access) just go into the Scrip's definition (Configuration-Global-Scrips-$WhicheverOneYouAreChanging) and switch the Condition from whatever it is (e.g. On Comment) to User Defined and put some suitable perl in the Custom condition text area. See http://requesttracker.wikia.com/wiki/WriteCustomCondition for clues on suitable perl. See http://requesttracker.wikia.com/wiki/Documentation#Scrips for more links to doc on Scrips. I suppose you *could* do the needful to put your custom scrip into etc/initialdata, but I can't see a way to make that a rational thing to do. It's name has meaning... If I define a new scrip with the same name as an existing one, it runs both of them. Yes, it does. Scrips are objects that point to Queues by ID, Queues are not objects that point to Scrips by name. I'd just like to point out that's completely inconsistent with the way Templates are done. You may want to have inconsistency discussions with Jesse Vincent. I gave up trying to understand the reasoning behind RT internal architecture a couple of major versions ago. It wasn't a hobby that was making me happy... Now I just try to keep the useful facts in my head without judging what I really don't understand. With that caveat, I think it's not true that the way Scrips relate to Queues is inconsistent with Templates. Templates also are either Queue-specific or Global and point to their Queue by ID, rather than the Queue pointing to them by name. This is pretty much orthodox data structuring.
Re: [rt-users] How do I override a default scrip?
On 18 May 2012, at 18:40, Paul Tomblin wrote: On Fri, May 18, 2012 at 5:40 PM, Paul Tomblin ptomb...@xcski.com wrote: rtusers-20090...@billmail.scconsult.com wrote: Another option is to modify the Global Scrip with a User Defined Condition that returns 0 if the Queue is one that you want to exempt. How do I programmatically add one of these User Defined Conditions to an existing RT Global Scrip? (Preferably something that I can do in my etc/initialdata) Oh wait, I could do that with an overlay, couldn't I? Um, maybe YOU could, but I sure wouldn't try it that way... Scrips are configuration data, not program code. This sort of Condition is going to reference specific Queues in your instance, so you really want it in the database where you can easily tweak it and where there's no way for it to conflict with the next minor version of RT.
Re: [rt-users] How do I override a default scrip?
On Fri, May 18, 2012 at 11:51 PM, Bill Cole rtusers-20090...@billmail.scconsult.com wrote: On 18 May 2012, at 17:40, Paul Tomblin wrote: On Fri, May 18, 2012 at 3:47 PM, Bill Cole rtusers-20090...@billmail.scconsult.com wrote: Another option is to modify the Global Scrip with a User Defined Condition that returns 0 if the Queue is one that you want to exempt. How do I programmatically add one of these User Defined Conditions to an existing RT Global Scrip? (Preferably something that I can do in my etc/initialdata) Ewww. Why??? Because I want to provide an extension that my client can install on their RT installation, and when they type make initdb in the source directory for my extension it adds all the things that are particular to that extension to the RT system. Just like the way literally dozens of other extensions that I've looked at do it. With a running RT (i.e. a system where etc/initialdata has seen its single lifetime access) just go into the Scrip's definition (Configuration-Global-Scrips-$WhicheverOneYouAreChanging) and switch the Condition from whatever it is (e.g. On Comment) to User Defined and put some suitable perl in the Custom condition text area. See I don't want to have to log into their RT systems and configure them for them. I want them to be able to install it on as many or as few RT systems as they want just by typing make; make initdb; make install just like every other RT extension. With that caveat, I think it's not true that the way Scrips relate to Queues is inconsistent with Templates. Templates also are either Queue-specific or Global and point to their Queue by ID, rather than the Queue pointing to them by name. This is pretty much orthodox data structuring. That is simply not true. If I want to override the system provided Resolved template for a particular queue, then all I have to do is make a new template called Resolved on that queue. It's referenced by name, and only my new Resolved template will be used for that queue. If I want to override the behavior of the default On Resolve Notify Requestors for a particular queue I can't just create a new Scrip with the same name, because then it will run both Scrips. There is no definition of the word consistent which that fits the definition of. -- http://www.linkedin.com/in/paultomblin http://careers.stackoverflow.com/ptomblin
Re: [rt-users] How do I override a default scrip?
On 19 May 2012, at 0:15, Paul Tomblin wrote: On Fri, May 18, 2012 at 11:51 PM, Bill Cole rtusers-20090...@billmail.scconsult.com wrote: On 18 May 2012, at 17:40, Paul Tomblin wrote: On Fri, May 18, 2012 at 3:47 PM, Bill Cole rtusers-20090...@billmail.scconsult.com wrote: Another option is to modify the Global Scrip with a User Defined Condition that returns 0 if the Queue is one that you want to exempt. How do I programmatically add one of these User Defined Conditions to an existing RT Global Scrip? (Preferably something that I can do in my etc/initialdata) Ewww. Why??? Because I want to provide an extension that my client can install on their RT installation, and when they type make initdb in the source directory for my extension it adds all the things that are particular to that extension to the RT system. Just like the way literally dozens of other extensions that I've looked at do it. OIC. Incidentally, this is the first mention of extension in this thread. Writing an RT extension may be something that has been done dozens of times, but it's hard to guess that anyone in particular is doing it and asking questions about it on this list. You might get better guesses out of the rt-devel list. I'm not there. [...] With that caveat, I think it's not true that the way Scrips relate to Queues is inconsistent with Templates. Templates also are either Queue-specific or Global and point to their Queue by ID, rather than the Queue pointing to them by name. This is pretty much orthodox data structuring. That is simply not true. If I want to override the system provided Resolved template for a particular queue, then all I have to do is make a new template called Resolved on that queue. It's referenced by name, and only my new Resolved template will be used for that queue. That's an interesting fact that I'd somehow missed in 12 years of working with RT... A Scrip references its Template by ID. Really. I'm looking at that in the database. It's also documented that way in the API docs, but looking further down I see hints of nefarious magic at RT::Template-Load() I also just tested and confirmed what you say: even if I specifically pick the Global:$Name Template in a Scrip, the $QueueName:$Name Template gets used. Spooky. If I want to override the behavior of the default On Resolve Notify Requestors for a particular queue I can't just create a new Scrip with the same name, because then it will run both Scrips. There is no definition of the word consistent which that fits the definition of. But Scrips cannot be that way: there is no RT::Scrip=Name. There's a Description, but that would be analogous to a Template's Description. Since Scrips don't *HAVE* a Name, they can't override by Name, yes? But I do concede that there's inconsistency. Thus is the world. Different things are different.
