[rt-users] CustomFieldValues
Hi there,
I was able to log a custom field value in a scrip:
my $user=$self-TransactionObj-CreatorObj;
my $cfvs = $user-CustomFieldValues('107');
while(my $cfv = $cfvs-Next) {
$RT::Logger-info(cfv-Content= . $cfv-Content) if length $cfv-Content;
}
return 1;
Beside -Content, is there a field that gives back the number I set in
the custom field definition? It would be more robust to handle.
- Gergely
[rt-users] User only load by E-mail or by id
-- Message: 2 Date: Mon, 13 Aug 2012
13:22:50 +0200 From: Gergely Buday gbu...@gmail.com To:
rt-users@lists.bestpractical.com Subject: [rt-users] RT::User problem
Message-ID:
CA+3iOzksxuc4T6hpwyX3=faehzsbpwxhywm3t_-rmex7uqw...@mail.gmail.com
Content-Type: text/plain; charset=ISO-8859-1 Hi there, I would like to
create a User object through the Load method. The documentation writes:
Load a user object from the database. Takes a single argument. If the
argument is numerical, load by the column 'id'. If a user object or its
subclass passed then loads the same user by id. Otherwise, load by the
Name column which is the user's textual username. #!/usr/bin/perl use
strict; use lib /opt/rt4/lib; use lib /opt/rt4/local/lib; use RT;
use RT::User; RT-LoadConfig; RT-Init; my $test_user =
RT::User::Load('b...@buday-rd.hu'); printf \$test_user=, $test_user; my
@to = $test_user-EmailAddress; for $a (0 .. $#to) { print $to[$a],
\n; } Running this script with sudo makes it say [Mon Aug 13 11:16:47
2012] [crit]: Can't call method EmailAddress on an undefined value at
./email.pl line 13. (/opt/rt4/lib/RT.pm:341) Can't call method
EmailAddress on an undefined value at ./email.pl line 13. The username
I used in the place of m...@company.com is indeed a valid user name. What
is the problem then? - Gergely
Hello Gergely,
you can only load a user by id or by E-mail address. The routine is
LoadByEmail.
Greetings,
Wolfram
https://rt-testsys-1/Developer/Perldoc/Body.html?n=RT::User#___top
Re: [rt-users] User only load by E-mail or by id
you can only load a user by id or by E-mail address. The routine is
LoadByEmail.
At last a friend suggested
my $user = RT::User-new( RT-SystemUser );
$user-Load('test_user');
and it worked.
- Gergely
Re: [rt-users] CustomFieldValues
On Tue, Aug 14, 2012 at 3:27 AM, Gergely Buday gbu...@gmail.com wrote:
Hi there,
I was able to log a custom field value in a scrip:
my $user=$self-TransactionObj-CreatorObj;
my $cfvs = $user-CustomFieldValues('107');
while(my $cfv = $cfvs-Next) {
$RT::Logger-info(cfv-Content= . $cfv-Content) if length
$cfv-Content;
}
return 1;
Beside -Content, is there a field that gives back the number I set in
the custom field definition? It would be more robust to handle.
I just use $value = $ticket-FirstCustomFieldValue(field_name);
--
http://www.linkedin.com/in/paultomblin
http://careers.stackoverflow.com/ptomblin
Re: [rt-users] Result after On queue change
Hi Kevin,
So it's clear that we have to use our not-change-queue-extension for
that. ;-)
My hope was that we can do it in a scrip.
Thanks a lot for your advice.
Have a great day.
Cheers,
Björn
On 13.08.12 16:37, Kevin Falcone wrote:
On Mon, Aug 13, 2012 at 01:54:33PM +0200, Björn Schulz wrote:
I try to build a scrip to avoid a queue change from a specific queue
(general (1)) if a Cf (Text1) isn't set on a rt3.8 box.
In principal it work as a global scrip, but the result field didn't say
the truth. ;-)
After the not possible queue change the ticket is in the old queue, but
results tells me:
Ticket 30: Queue changed from General to TQ-1
Any ideas to fix this?
Unfortunately, the Scrip runs after the queue has been changed (it's
triggered by the transaction of the change), and Scrips can't hand data
back to the Messages in the UI.
You'll need to do this with a callback, probably BeforeUpdate in
Update.html. That callback lets you set a $skip_update boolean as
well as push a message onto @results. It will also prevent the queue
change, so it won't be a change and a change back.
-kevin
P.S. Here is my global scrip. On queue level (general) it doesn't work
for me.
Description: Queue Change only if Text1 is set
Condition: On Queue Change
Action: User Defined
Template:Global template Blank
Stage: TransactionCreate
---
Custom action preparation code:
return 1;
---
Custom action cleanup code:
my $OV =
$self-TransactionObj-OldValue;
$RT::Logger-crit(The old value is: .$OV);
if ($OV != 1)
{
return 0;
}
if (!$self-TicketObj-FirstCustomFieldValue(Text1))
{
$self-TicketObj-SetQueue($OV);
}
return 1;
---
In pricipal
[rt-users] No mail is sent for AdminCC recepients
Hi everyone. I have a little trouble: recepients set in AdminCC don't receive any mails on ticket update (or any other events). Any other notification is doing well. Should there be some permissions defined for this, or i miss something else? Thanks in advance for any help. :) -- Jack Zabolotnyi Arces Network, LLC e: jzabolot...@arces.net w: http://www.arces.net PGP key: 2048R/7F2AB658 2012-07-02 PGP fingerprint: 4C7E 00A8 5210 F3D9 0509 C70E 87C8 666E 7F2A B658
Re: [rt-users] No mail is sent for AdminCC recepients
You need a scrip to do that action I believe. Mike. On Tue, Aug 14, 2012 at 9:23 AM, Jack Zabolotnyi jzabolot...@arces.netwrote: Hi everyone. I have a little trouble: recepients set in AdminCC don't receive any mails on ticket update (or any other events). Any other notification is doing well. Should there be some permissions defined for this, or i miss something else? Thanks in advance for any help. :) -- Jack Zabolotnyi Arces Network, LLC e: jzabolot...@arces.net w: http://www.arces.net PGP key: 2048R/7F2AB658 2012-07-02 PGP fingerprint: 4C7E 00A8 5210 F3D9 0509 C70E 87C8 666E 7F2A B658 -- Mike Johnson Datatel Programmer/Analyst Northern Ontario School of Medicine 955 Oliver Road Thunder Bay, ON P7B 5E1 Phone: (807) 766-7331 Email: mike.john...@nosm.ca
Re: [rt-users] No mail is sent for AdminCC recepients
I thought it should be a default (built-in) action. Otherwise why is it called AdminCC? On Tue, Aug 14, 2012 at 4:24 PM, Mike Johnson mike.john...@nosm.ca wrote: You need a scrip to do that action I believe. Mike. On Tue, Aug 14, 2012 at 9:23 AM, Jack Zabolotnyi jzabolot...@arces.netwrote: Hi everyone. I have a little trouble: recepients set in AdminCC don't receive any mails on ticket update (or any other events). Any other notification is doing well. Should there be some permissions defined for this, or i miss something else? Thanks in advance for any help. :) -- Jack Zabolotnyi Arces Network, LLC e: jzabolot...@arces.net w: http://www.arces.net PGP key: 2048R/7F2AB658 2012-07-02 PGP fingerprint: 4C7E 00A8 5210 F3D9 0509 C70E 87C8 666E 7F2A B658 -- Mike Johnson Datatel Programmer/Analyst Northern Ontario School of Medicine 955 Oliver Road Thunder Bay, ON P7B 5E1 Phone: (807) 766-7331 Email: mike.john...@nosm.ca -- Jack Zabolotnyi Arces Network, LLC e: jzabolot...@arces.net w: http://www.arces.net PGP key: 2048R/7F2AB658 2012-07-02 PGP fingerprint: 4C7E 00A8 5210 F3D9 0509 C70E 87C8 666E 7F2A B658
Re: [rt-users] No mail is sent for AdminCC recepients
I don't believe Best Practical built-in any actions. They leave it to clients to customize the RT instance to their own personal preferences. It is easy to put the scrips on to do what you are asking though. Mike. On Tue, Aug 14, 2012 at 10:43 AM, Jack Zabolotnyi jzabolot...@arces.netwrote: I thought it should be a default (built-in) action. Otherwise why is it called AdminCC? On Tue, Aug 14, 2012 at 4:24 PM, Mike Johnson mike.john...@nosm.cawrote: You need a scrip to do that action I believe. Mike. On Tue, Aug 14, 2012 at 9:23 AM, Jack Zabolotnyi jzabolot...@arces.netwrote: Hi everyone. I have a little trouble: recepients set in AdminCC don't receive any mails on ticket update (or any other events). Any other notification is doing well. Should there be some permissions defined for this, or i miss something else? Thanks in advance for any help. :) -- Jack Zabolotnyi Arces Network, LLC e: jzabolot...@arces.net w: http://www.arces.net PGP key: 2048R/7F2AB658 2012-07-02 PGP fingerprint: 4C7E 00A8 5210 F3D9 0509 C70E 87C8 666E 7F2A B658 -- Mike Johnson Datatel Programmer/Analyst Northern Ontario School of Medicine 955 Oliver Road Thunder Bay, ON P7B 5E1 Phone: (807) 766-7331 Email: mike.john...@nosm.ca -- Jack Zabolotnyi Arces Network, LLC e: jzabolot...@arces.net w: http://www.arces.net PGP key: 2048R/7F2AB658 2012-07-02 PGP fingerprint: 4C7E 00A8 5210 F3D9 0509 C70E 87C8 666E 7F2A B658 -- Mike Johnson Datatel Programmer/Analyst Northern Ontario School of Medicine 955 Oliver Road Thunder Bay, ON P7B 5E1 Phone: (807) 766-7331 Email: mike.john...@nosm.ca
Re: [rt-users] Subject Tag Usage
On Tue, Aug 14, 2012 at 10:19:33AM -0400, Mike Johnson wrote: I just want to be sure I'm understanding the use of Subject Tag for a queue. I can put whatever I want in this, and it'll change the tag in the subject line of outgoing messages. By default rt puts the RT instance name [[1]rt.here.com #12345] If I put FOO in the subject tag for a queue, the tag would be [FOO #12345] If I change that tag to BAR, I have to put FOO in the regular expression in the Site config to ensure it recognizes the old tag. Is there any other things I should be aware of? I've tested a bunch, but I just want to make sure I'm not missing anything. This sounds like a good summary. If you've upgraded RT, ensure your templates are in sync with what we ship in the current version, otherwise it won't pull the subject tag. -kevin pgpcvpAFFt6OI.pgp Description: PGP signature
Re: [rt-users] warnings from make upgrade-database from v3.8.8 to 4.0.6
On Tue, Aug 14, 2012 at 12:29:10PM -0400, Ethier, Michael wrote: I executed make upgrade-database and I get warnings, see below. make testdeps says all the modules are installed. Can these warning be ignored and if not has someone hit this before and what was the fix ? This was executed with a new version of perl installed in /usr/local/perl. Which new version of perl ? [Tue Aug 14 14:38:45 2012] [warning]: Use of uninitialized value in subroutine entry at /opt/rt-4.0.6/sbin/../lib/RT/Record.pm line 643, line 1. (/opt/rt-4.0.6/sbin/../lib /RT/Record.pm:641) This is probably caused by your perl version or a module version, but it's hard to debug without knowing the perl involved. [Tue Aug 14 16:16:05 2012] [warning]: Use of uninitialized value in string eq at /opt/rt-4.0.6/sbin/../lib/RT/Template.pm line 651, line 1. (/opt/rt-4.0.6/sbin/../lib/RT/Template.pm:651) This is completely ignorable. -kevin pgp2nD6sPy955.pgp Description: PGP signature
Re: [rt-users] warnings from make upgrade-database from v3.8.8 to 4.0.6
Hi Kevin, The new version of perl a very recent stable version 5.16.0. I just re-installed this version of perl and all the required modules and I still get the warnings. Should I just use the system version of perl to do the upgrade with ? System perl is v5.10.1. This was done on a development box. However the production rt4 server will be running a different machine with perl 5.16.0 and the database upgraded by the dev box above. Thanks, Mike [root@rt1 rt-4.0.6]# perl -v This is perl 5, version 16, subversion 0 (v5.16.0) built for x86_64-linux Copyright 1987-2012, Larry Wall Perl may be copied only under the terms of either the Artistic License or the GNU General Public License, which may be found in the Perl 5 source kit. Complete documentation for Perl, including FAQ lists, should be found on this system using man perl or perldoc perl. If you have access to the Internet, point your browser at http://www.perl.org/, the Perl Home Page. [root@rt1 rt-4.0.6]# make upgrade-database /usr/local/perl/bin/perl -I/opt/rt4/local/lib -I/opt/rt4/lib sbin/rt-setup-database --action upgrade --prompt-for-dba-password In order to create or update your RT database, this script needs to connect to your mysql instance on db.rc.fas.harvard.edu as root Please specify that user's database password below. If the user has no database password, just press return. Password: Working with: Type: mysql Host: db.rc.fas.harvard.edu Name: rt388 User: rt3_user DBA:root Enter RT version you're upgrading from: 3.8.8 Going to apply following upgrades: * 3.8.9 * 3.9.1 * 3.9.2 * 3.9.3 * 3.9.5 * 3.9.6 * 3.9.7 * 3.9.8 * 4.0.0rc2 * 4.0.0rc4 * 4.0.0rc7 * 4.0.1 * 4.0.3 * 4.0.4 * 4.0.6 Enter RT version if you want to stop upgrade at some point, or leave it blank if you want apply above upgrades: IT'S VERY IMPORTANT TO BACK UP BEFORE THIS STEP Proceed [y/N]:y Processing 3.8.9 Now inserting data. [Tue Aug 14 17:36:26 2012] [warning]: Use of uninitialized value in subroutine entry at /opt/rt-4.0.6/sbin/../lib/RT/Record.pm line 643, line 1. (/opt/rt-4.0.6/sbin/../lib/RT/Record.pm:641) [Tue Aug 14 17:36:26 2012] [warning]: Use of uninitialized value in subroutine entry at /opt/rt-4.0.6/sbin/../lib/RT/Record.pm line 643, line 1. (/opt/rt-4.0.6/sbin/../lib/RT/Record.pm:641) [Tue Aug 14 17:36:26 2012] [warning]: Use of uninitialized value in subroutine entry at /opt/rt-4.0.6/sbin/../lib/RT/Record.pm line 643, line 1. (/opt/rt-4.0.6/sbin/../lib/RT/Record.pm:641) [Tue Aug 14 17:36:26 2012] [warning]: Use of uninitialized value in subroutine entry at /opt/rt-4.0.6/sbin/../lib/RT/Record.pm line 643, line 1. (/opt/rt-4.0.6/sbin/../lib/RT/Record.pm:641) Processing 3.9.1 Now inserting data. [Tue Aug 14 17:36:36 2012] [warning]: Use of uninitialized value in subroutine entry at /opt/rt-4.0.6/sbin/../lib/RT/Record.pm line 643, line 1. (/opt/rt-4.0.6/sbin/../lib/RT/Record.pm:641) [Tue Aug 14 17:36:36 2012] [warning]: Use of uninitialized value in subroutine entry at /opt/rt-4.0.6/sbin/../lib/RT/Record.pm line 643, line 1. (/opt/rt-4.0.6/sbin/../lib/RT/Record.pm:641) [Tue Aug 14 17:36:36 2012] [warning]: Use of uninitialized value in subroutine entry at /opt/rt-4.0.6/sbin/../lib/RT/Record.pm line 643, line 1. (/opt/rt-4.0.6/sbin/../lib/RT/Record.pm:641) [Tue Aug 14 17:36:36 2012] [warning]: Use of uninitialized value in subroutine entry at /opt/rt-4.0.6/sbin/../lib/RT/Record.pm line 643, line 1. (/opt/rt-4.0.6/sbin/../lib/RT/Record.pm:641) [Tue Aug 14 17:36:36 2012] [warning]: Use of uninitialized value in subroutine entry at /opt/rt-4.0.6/sbin/../lib/RT/Record.pm line 643, line 1. (/opt/rt-4.0.6/sbin/../lib/RT/Record.pm:641) [Tue Aug 14 17:36:36 2012] [warning]: Use of uninitialized value in subroutine entry at /opt/rt-4.0.6/sbin/../lib/RT/Record.pm line 643, line 1. (/opt/rt-4.0.6/sbin/../lib/RT/Record.pm:641) [Tue Aug 14 17:36:36 2012] [warning]: Use of uninitialized value in subroutine entry at /opt/rt-4.0.6/sbin/../lib/RT/Record.pm line 643, line 1. (/opt/rt-4.0.6/sbin/../lib/RT/Record.pm:641) [Tue Aug 14 17:36:36 2012] [warning]: Use of uninitialized value in subroutine entry at /opt/rt-4.0.6/sbin/../lib/RT/Record.pm line 643, line 1. (/opt/rt-4.0.6/sbin/../lib/RT/Record.pm:641) [Tue Aug 14 17:36:36 2012] [warning]: Use of uninitialized value in subroutine entry at /opt/rt-4.0.6/sbin/../lib/RT/Record.pm line 643, line 1. (/opt/rt-4.0.6/sbin/../lib/RT/Record.pm:641) [Tue Aug 14 17:36:36 2012] [warning]: Use of uninitialized value in subroutine entry at /opt/rt-4.0.6/sbin/../lib/RT/Record.pm line 643, line 1. (/opt/rt-4.0.6/sbin/../lib/RT/Record.pm:641) [Tue Aug 14 17:36:36 2012] [warning]: Use of uninitialized value in subroutine entry at /opt/rt-4.0.6/sbin/../lib/RT/Record.pm line 643, line 1. (/opt/rt-4.0.6/sbin/../lib/RT/Record.pm:641) [Tue Aug 14 17:36:36 2012] [warning]: Use of uninitialized value in subroutine entry at /opt/rt-4.0.6/sbin/../lib/RT/Record.pm line 643,
Re: [rt-users] warnings from make upgrade-database from v3.8.8 to 4.0.6
On Tue, Aug 14, 2012 at 01:44:25PM -0400, Ethier, Michael wrote: The new version of perl a very recent stable version 5.16.0. I just re-installed this version of perl and all the required modules and I still get the warnings. Should I just use the system version of perl to do the upgrade with ? System perl is v5.10.1. This was done on a development box. However the production rt4 server will be running a different machine with perl 5.16.0 and the database upgraded by the dev box above. There are some warning fixes on 4.0-trunk that will be in 4.0.7 that quiet those warnings (they're new with 5.16). They should just be warnings though, not actual problems. -kevin pgpkP6baDERLq.pgp Description: PGP signature
Re: [rt-users] warnings from make upgrade-database from v3.8.8 to 4.0.6
Hi Kevin, Ok so these warnings can be ignored and we can proceed with going to production as is ? Or should I revert to the system perl and use that to do the database update ? These warnings are the last thing stopping me from cutting over to v4.0.6. When is v 4.0.7 coming out ? We want to cut over tomorrow if possible. Thanks, Mike -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Tuesday, August 14, 2012 1:53 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] warnings from make upgrade-database from v3.8.8 to 4.0.6 On Tue, Aug 14, 2012 at 01:44:25PM -0400, Ethier, Michael wrote: The new version of perl a very recent stable version 5.16.0. I just re-installed this version of perl and all the required modules and I still get the warnings. Should I just use the system version of perl to do the upgrade with ? System perl is v5.10.1. This was done on a development box. However the production rt4 server will be running a different machine with perl 5.16.0 and the database upgraded by the dev box above. There are some warning fixes on 4.0-trunk that will be in 4.0.7 that quiet those warnings (they're new with 5.16). They should just be warnings though, not actual problems. -kevin
[rt-users] RT, and the priority flag in Outlook?
Is there a way to create a ticket, or some code I can apply to my existing RT installation such that I can create a ticket in RT and have it display the priority ! in Outlook? I'm using RT 3.8.8. Thanks! __ If life gives you lemons, keep them-- because hey.. free lemons. ♥ Sticker fixer: http://microflush.org/stuff/stickers/heartFix.html
Re: [rt-users] RT, and the priority flag in Outlook?
On Tue, Aug 14, 2012 at 11:03:57AM -0700, Joseph Spenner wrote: Is there a way to create a ticket, or some code I can apply to my existing RT installation such that I can create a ticket in RT and have it display the priority ! in Outlook? I'm using RT 3.8.8. Thanks! Hi Joseph, I think you need to add one or more of the following mail headers to your template: X-Priority: 1 (Highest) X-MSMail-Priority: High They are what Outlook/Outlook Express use to determine a high priority message. Cheers, Ken
Re: [rt-users] Subject Tag Usage
Is this what you are referring to Kevin?
This is from the Global Autoreply template
There is no need to reply to this message right now. Your ticket has been
assigned an ID of [{$rtname} #{$Ticket-id()}].
I'm assuming you would want that to be something else?
Do you have a {$Ticket-Tag} or something like that?
Thanks!
Mike.
On Tue, Aug 14, 2012 at 1:00 PM, Kevin Falcone falc...@bestpractical.comwrote:
On Tue, Aug 14, 2012 at 10:19:33AM -0400, Mike Johnson wrote:
I just want to be sure I'm understanding the use of Subject Tag for
a queue.
I can put whatever I want in this, and it'll change the tag in the
subject line of outgoing
messages.
By default rt puts the RT instance name [[1]rt.here.com #12345]
If I put FOO in the subject tag for a queue, the tag would be [FOO
#12345]
If I change that tag to BAR, I have to put FOO in the regular
expression in the Site config to
ensure it recognizes the old tag.
Is there any other things I should be aware of? I've tested a bunch,
but I just want to make
sure I'm not missing anything.
This sounds like a good summary.
If you've upgraded RT, ensure your templates are in sync with what we
ship in the current version, otherwise it won't pull the subject tag.
-kevin
--
Mike Johnson
Datatel Programmer/Analyst
Northern Ontario School of Medicine
955 Oliver Road
Thunder Bay, ON P7B 5E1
Phone: (807) 766-7331
Email: mike.john...@nosm.ca
Re: [rt-users] No mail is sent for AdminCC recepients
Ah, thanks everyone. I'll check configuration and look for this scrips (seems like someone before me already worked with them) On Tue, Aug 14, 2012 at 7:01 PM, Kevin Falcone falc...@bestpractical.comwrote: On Tue, Aug 14, 2012 at 11:28:04AM -0400, Mike Johnson wrote: I don't believe Best Practical built-in any actions. They leave it to clients to customize the RT instance to their own personal preferences. It is easy to put the scrips on to do what you are asking though. We don't build any in, but we do ship some defaults, as noted by Bill. My assumption is that the OP disabled some along the way. On Tue, Aug 14, 2012 at 10:43 AM, Jack Zabolotnyi [1] jzabolot...@arces.net wrote: I thought it should be a default (built-in) action. Otherwise why is it called AdminCC? On Tue, Aug 14, 2012 at 4:24 PM, Mike Johnson [2] mike.john...@nosm.ca wrote: You need a scrip to do that action I believe. Mike. On Tue, Aug 14, 2012 at 9:23 AM, Jack Zabolotnyi [3] jzabolot...@arces.net wrote: Hi everyone. I have a little trouble: recepients set in AdminCC don't receive any mails on ticket update (or any other events). Any other notification is doing well. Should there be some permissions defined for this, or i miss something else? Thanks in advance for any help. :) -- Jack Zabolotnyi Arces Network, LLC e: jzabolot...@arces.net w: http://www.arces.net PGP key: 2048R/7F2AB658 2012-07-02 PGP fingerprint: 4C7E 00A8 5210 F3D9 0509 C70E 87C8 666E 7F2A B658
Re: [rt-users] RT, and the priority flag in Outlook?
From: k...@rice.edu k...@rice.edu To: Joseph Spenner joseph85...@yahoo.com Cc: RT- us...@lists.bestpractical.com rt-users@lists.bestpractical.com Sent: Tuesday, August 14, 2012 11:16 AM Subject: Re: [rt-users] RT, and the priority flag in Outlook? On Tue, Aug 14, 2012 at 11:03:57AM -0700, Joseph Spenner wrote: Is there a way to create a ticket, or some code I can apply to my existing RT installation such that I can create a ticket in RT and have it display the priority ! in Outlook? I'm using RT 3.8.8. I think you need to add one or more of the following mail headers to your template: X-Priority: 1 (Highest) X-MSMail-Priority: High They are what Outlook/Outlook Express use to determine a high priority message. === Ken, thanks for the info! Ideally, the user could set the priority value in the ticket during creation. I think I could intercept the email in /etc/aliases and insert those headers if a priority is exceeded. But how can I determine the priority (as set in RT) from the headers? Is there anything in the headers with RT priority info?
Re: [rt-users] RT, and the priority flag in Outlook?
On Tue, Aug 14, 2012 at 01:07:24PM -0700, Joseph Spenner wrote: From: k...@rice.edu k...@rice.edu To: Joseph Spenner joseph85...@yahoo.com Cc: RT- us...@lists.bestpractical.com rt-users@lists.bestpractical.com Sent: Tuesday, August 14, 2012 11:16 AM Subject: Re: [rt-users] RT, and the priority flag in Outlook? On Tue, Aug 14, 2012 at 11:03:57AM -0700, Joseph Spenner wrote: Is there a way to create a ticket, or some code I can apply to my existing RT installation such that I can create a ticket in RT and have it display the priority ! in Outlook? I'm using RT 3.8.8. I think you need to add one or more of the following mail headers to your template: X-Priority: 1 (Highest) X-MSMail-Priority: High They are what Outlook/Outlook Express use to determine a high priority message. === Ken, thanks for the info! Ideally, the user could set the priority value in the ticket during creation. I think I could intercept the email in /etc/aliases and insert those headers if a priority is exceeded. But how can I determine the priority (as set in RT) from the headers? Is there anything in the headers with RT priority info? You should probably add the headers conditionally when you send them from RT using conditional template code that checks for priority. Cheers, Ken
Re: [rt-users] RT, and the priority flag in Outlook?
If life gives you lemons, keep them-- because hey.. free lemons. ~heart~ Sticker fixer: http://microflush.org/stuff/stickers/heartFix.html From: k...@rice.edu k...@rice.edu To: Joseph Spenner joseph85...@yahoo.com Cc: RT- us...@lists.bestpractical.com rt-users@lists.bestpractical.com Sent: Tuesday, August 14, 2012 1:11 PM Subject: Re: [rt-users] RT, and the priority flag in Outlook? On Tue, Aug 14, 2012 at 01:07:24PM -0700, Joseph Spenner wrote: On Tue, Aug 14, 2012 at 11:03:57AM -0700, Joseph Spenner wrote: Is there a way to create a ticket, or some code I can apply to my existing RT installation such that I can create a ticket in RT and have it display the priority ! in Outlook? I'm using RT 3.8.8. I think you need to add one or more of the following mail headers to your template: X-Priority: 1 (Highest) X-MSMail-Priority: High They are what Outlook/Outlook Express use to determine a high priority message. === Ken, thanks for the info! Ideally, the user could set the priority value in the ticket during creation. I think I could intercept the email in /etc/aliases and insert those headers if a priority is exceeded. But how can I determine the priority (as set in RT) from the headers? Is there anything in the headers with RT priority info? You should probably add the headers conditionally when you send them from RT using conditional template code that checks for priority. Cheers, Ken Ken, not being a template code guru, I'm not sure where to begin. Are there some samples? Or if it's only a few lines could you provide? Thanks!
Re: [rt-users] RT, and the priority flag in Outlook?
On Tue, Aug 14, 2012 at 01:26:16PM -0700, Joseph Spenner wrote: Ken, thanks for the info! Ideally, the user could set the priority value in the ticket during creation. I think I could intercept the email in /etc/aliases and insert those headers if a priority is exceeded. But how can I determine the priority (as set in RT) from the headers? Is there anything in the headers with RT priority info? You should probably add the headers conditionally when you send them from RT using conditional template code that checks for priority. Cheers, Ken Ken, not being a template code guru, I'm not sure where to begin. Are there some samples? Or if it's only a few lines could you provide? Thanks! The Best Practical wiki is a good place to start: http://requesttracker.wikia.com/wiki/Template Cheers, Ken
Re: [rt-users] Subject Tag Usage
On Tue, Aug 14, 2012 at 02:48:09PM -0400, Mike Johnson wrote:
Is this what you are referring to Kevin?
This is from the Global Autoreply template
There is no need to reply to this message right now. Your ticket has been
assigned an ID of [{$rtname} #{$Ticket-id()}].
I'm assuming you would want that to be something else?
Do you have a {$Ticket-Tag} or something like that?
This is the 4.0 version of the Autoreply template, which has the
relevant SubjectTag method in use that you can crib off
https://github.com/bestpractical/rt/blob/stable/etc/initialdata#L218
On Tue, Aug 14, 2012 at 1:00 PM, Kevin Falcone
[1]falc...@bestpractical.com wrote:
On Tue, Aug 14, 2012 at 10:19:33AM -0400, Mike Johnson wrote:
I just want to be sure I'm understanding the use of Subject Tag for
a queue.
I can put whatever I want in this, and it'll change the tag in the
subject line of
outgoing
messages.
By default rt puts the RT instance name [[1][2]rt.here.com #12345]
If I put FOO in the subject tag for a queue, the tag would be [FOO
#12345]
If I change that tag to BAR, I have to put FOO in the regular
expression in the Site
config to
ensure it recognizes the old tag.
Is there any other things I should be aware of? I've tested a bunch,
but I just want to
make
sure I'm not missing anything.
This sounds like a good summary.
If you've upgraded RT, ensure your templates are in sync with what we
ship in the current version, otherwise it won't pull the subject tag.
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