[rt-users] Notifying Ticket Owners of email updates
Hi, When a ticket gets logged the requester receives a email with the ticket number and also the option to reply to the email to update the request. I need to be able to notify the owner of the ticket when the request gets updated by email. Does anyone know the script or have a template to allow this ? -- View this message in context: http://requesttracker.8502.n7.nabble.com/Notifying-Ticket-Owners-of-email-updates-tp52491.html Sent from the Request Tracker - User mailing list archive at Nabble.com.
Re: [rt-users] Notifying Ticket Owners of email updates
On 01/25/2013 06:48 AM, globo wrote: Hi, When a ticket gets logged the requester receives a email with the ticket number and also the option to reply to the email to update the request. I need to be able to notify the owner of the ticket when the request gets updated by email. Does anyone know the script or have a template to allow this ? Are you looking for NotifyActor? # By default, RT doesn't notify the person who performs an update, as they # already know what they've done. If you'd like to change this behaviour, # Set $NotifyActor to 1 Set($NotifyActor, 1);
Re: [rt-users] Notifying Ticket Owners of email updates
On Fri, Jan 25, 2013 at 06:48:23AM -0800, globo wrote: When a ticket gets logged the requester receives a email with the ticket number and also the option to reply to the email to update the request. I need to be able to notify the owner of the ticket when the request gets updated by email. Does anyone know the script or have a template to allow this ? Add a new scrip, On Correspond Notify Owner (or On Create Notify Owner). -kevin pgpidn6GdET5P.pgp Description: PGP signature
Re: [rt-users] UseSQLForACLChecks / CurrentUserCanSee
On Fri, Jan 25, 2013 at 02:15:02AM +0400, Ruslan Zakirov wrote: On Fri, Jan 25, 2013 at 1:52 AM, k...@rice.edu k...@rice.edu wrote: We are running version 3.8.13 with a PostgreSQL 9.2 backend. I will try to look into it further and see if I can locate the cause of the pathological performance issues. Then you don't have one performance improvement that is only in RT 4.0+, grab patch from b5b357766929465521281c2886456c6b1fe24824 commit. Pg's log of slow queries would be next stop. -- Best regards, Ruslan. Hi Ruslan, I could not figure out how to pull this patch from the git commit, but here are the two top queries from the DB logs: SELECT count ( DISTINCT main.id ) FROM tickets main JOIN groups groups_1 ON ( groups_1.domain = '' ) AND ( groups_1.instance = main.id ) LEFT JOIN cachedgroupmembers cachedgroupmembers_2 ON ( cachedgroupmembers_2.memberid = '' ) AND ( cachedgroupmembers_2.groupid = groups_1.id ) WHERE ( main.STATUS != '' ) AND ( main.queue = '' AND main.STATUS = '' AND ( ( main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR
Re: [rt-users] Notifying Ticket Owners of email updates
Hi Kevin, I currently have a script setup for the queue , but it doesn't work. Condition : On Correspond Action: Notify Owner Template : My Own Stage : TranscationCreate I just need to notify the owner of the ticket via email when the users reply to the ticket update. Eg. 1. A User logs the request to the helpdesk 2. The user gets a email in outlook with the ticket number 3. An RT administrator takes ownership of the ticket in the RT Request tracker tool. 4. The RT administrator adds a reply to the ticket , which the requestor gets via email in outlook. 5. The requestors reply's to the owners ticket update on outlook via a email. 6. The ticket gets updated on the RT request tracker. - I need the owner of the RT ticket to get the update on his outlook , so he doesn't have to log into the RT tool to check if the user updated the ticket. Does anyone know any way of doing this ? -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: 25 January 2013 15:56 To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Notifying Ticket Owners of email updates On Fri, Jan 25, 2013 at 06:48:23AM -0800, globo wrote: When a ticket gets logged the requester receives a email with the ticket number and also the option to reply to the email to update the request. I need to be able to notify the owner of the ticket when the request gets updated by email. Does anyone know the script or have a template to allow this ? Add a new scrip, On Correspond Notify Owner (or On Create Notify Owner). -kevin
Re: [rt-users] UseSQLForACLChecks / CurrentUserCanSee
On Fri, Jan 25, 2013 at 8:14 PM, k...@rice.edu k...@rice.edu wrote: On Fri, Jan 25, 2013 at 02:15:02AM +0400, Ruslan Zakirov wrote: On Fri, Jan 25, 2013 at 1:52 AM, k...@rice.edu k...@rice.edu wrote: We are running version 3.8.13 with a PostgreSQL 9.2 backend. I will try to look into it further and see if I can locate the cause of the pathological performance issues. Then you don't have one performance improvement that is only in RT 4.0+, grab patch from b5b357766929465521281c2886456c6b1fe24824 commit. Pg's log of slow queries would be next stop. -- Best regards, Ruslan. Hi Ruslan, I could not figure out how to pull this patch from the git commit, but here are the two top queries from the DB logs: git show sha or https://github.com/bestpractical/rt/commit/b5b357766929465521281c2886456c6b1fe24824.patch SELECT count ( DISTINCT main.id ) FROM tickets main JOIN groups groups_1 ON ( groups_1.domain = '' ) AND ( groups_1.instance = main.id ) LEFT JOIN cachedgroupmembers cachedgroupmembers_2 ON ( cachedgroupmembers_2.memberid = '' ) AND ( cachedgroupmembers_2.groupid = groups_1.id ) WHERE ( main.STATUS != '' ) AND ( main.queue = '' AND main.STATUS = '' AND ( ( main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR
Re: [rt-users] Notifying Ticket Owners of email updates
On Fri, Jan 25, 2013 at 04:27:57PM +, Michael O' Brien wrote: I currently have a script setup for the queue , but it doesn't work. Condition : On Correspond Action: Notify Owner Template : My Own Stage : TranscationCreate I just need to notify the owner of the ticket via email when the users reply to the ticket update. Eg. 1. A User logs the request to the helpdesk 2. The user gets a email in outlook with the ticket number 3. An RT administrator takes ownership of the ticket in the RT Request tracker tool. 4. The RT administrator adds a reply to the ticket , which the requestor gets via email in outlook. 5. The requestors reply's to the owners ticket update on outlook via a email. 6. The ticket gets updated on the RT request tracker. - I need the owner of the RT ticket to get the update on his outlook , so he doesn't have to log into the RT tool to check if the user updated the ticket. Does anyone know any way of doing this ? Turn your logging to debug and show what it says when the Requestor replies. If you're testing this with yourself as the Requestor and the Owner, then as noted on the thread you will need to change NotifyActor, otherwise RT won't send you mail. -kevin pgpVcM1lUuEVq.pgp Description: PGP signature
[rt-users] Recommended Upgrade Path
All, We have been running RT V3.6.6 for the last five years, with no upgrades due to customer (and management) paranoia. We are now starting a new contract with the same customer, and a new installation is at hand. Clearly, we would like to run the up to date product, as V3.6.6 is now an unsupported release. Does anyone have any recommendations as to the best practice for an upgrade path to V4.0.9? We need to keep the old data, of course. Best Regards, Camron -- Camron W. Fox Hilo Office High Performance Computing Group Fujitsu Management Services of America, Inc. E-mail: cw...@us.fujitsu.com
