Re: [rt-users] automaticaly set a reminder of 2, 5h to every new ticket in queue xxx
hello kevin, first of all thanks for your information. but unfortunately the documentation didn't help me reaching my goal. maybe i should mention that i'm super new to this. i just dont seem to get the syntax! i dont really think my request is that complicated (well fo me it is :D) i just want to set an automatic reminder directly after the ticket is created (with incoming mail to queue ) WITH e-mail notification to ALL users, regardless if they own the ticket or dont own them (there are just 2 users) for every new and open ticket (well to all tickets as long as they are not resolved). and there should be a notification sent to those users every 2,5h until the ticket is resolved. btw, outgoing mail when someone is stealing the ticket or status changes already works. so i guess its not a mail-setting problem... its just a problem that i'm a pretty useless regarding programming. thanks for your support and your patience with my mickey-mouse request. -- View this message in context: http://requesttracker.8502.n7.nabble.com/automaticaly-set-a-reminder-of-2-5h-to-every-new-ticket-in-queue-xxx-tp52830p52855.html Sent from the Request Tracker - User mailing list archive at Nabble.com. -- RT training in Amsterdam, March 20-21: http://bestpractical.com/services/training.html Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T
[rt-users] Saved Searches Clean out process
Over the years quite a few saved searches have been created and I was wondering if there is a mechanism to identify saved searches not on any users RT-at-a-Glance. Thanks Joe Joe Kirby , Assistant Vice President, Business Systems Division of Information Technology (DoIT) Support Response - http://www.umbc.edu/doit Administration 627 Office - 410-455-3020 Email - ki...@umbc.edu -- RT training in Amsterdam, March 20-21: http://bestpractical.com/services/training.html Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T
[rt-users] Mandatory Fields enforcement
I have installed the extension, with help from Rus (Thank You), to require mandatory fields be filled in prior to a response or comment. Is there a way to enforce this on any update except the queue change? I have situations where a ticket is created in queue A which has no CF's and then transferred to queue B which has 1 to many mandatory CF's. In order to maintain the integrity of the CF's value I need to make sure folks are updating. Yes I have asked, etc. but they just get going so fast they do not always remember. Thanks Joe Joe Kirby , Assistant Vice President, Business Systems Division of Information Technology (DoIT) Support Response - http://www.umbc.edu/doit Administration 627 Office - 410-455-3020 Email - ki...@umbc.edu -- RT training in Amsterdam, March 20-21: http://bestpractical.com/services/training.html Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T
Re: [rt-users] time left field
On Tue, 19 Feb 2013, Kevin Falcone wrote: Hi, Only by writing a Scrip which updates Time Left whenever Time Worked is updated. There is no built-in functionality for this. thanks for the hint, i tested it together with Kenneth. We can update the timeleft Field without problems when the TimeWorked Field ist updated directly. But i have the problem that we update the TimeWorked not directly instead we use the Worked Field in the Comment oder Replay Section. Any hint where i can get that value per scrip? In the transaction log there is no possibility, right? Maby a hint? Regards Oliver -- RT training in Amsterdam, March 20-21: http://bestpractical.com/services/training.html Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T
Re: [rt-users] Spreadsheets/Export missing Custom Fields
On Thu, Feb 21, 2013 at 02:45:51PM -0600, Rolf Krogstad wrote:
How would I get all the custom fields into the Display Format drop down
lists ...
or How would I get all the Fields into the Export specs?
They show up for me, CustomField.{Foo} at the bottom of the Add Column
box.
I tried putting the Results.tsv file from v3.6.6 and put that into
v4.0.10, but it made no
difference.
That was in my /opt/rt4/share/html/Search directory.
I assume that there is no compile needed to do such a change, but I know
nothing about
changing the software.
My experience is limited to installing and upgrading RT.
I suggest you revert this change as quickly as possible.
Next time someone clears your mason cache, that code will start
running and explode.
-kevin
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Re: [rt-users] Saved Searches Clean out process
On Fri, Feb 22, 2013 at 07:03:20AM -0500, Joe Kirby wrote: Over the years quite a few saved searches have been created and I was wondering if there is a mechanism to identify saved searches not on any users RT-at-a-Glance. I'm not aware of any such tool. You could base it on the work being done in 4.0/fix-3.6-search-result-format-in-attribute -kevin pgpxW1MBg50lw.pgp Description: PGP signature -- RT training in Amsterdam, March 20-21: http://bestpractical.com/services/training.html Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T
[rt-users] Changing Default Values in RT
Is there a file that one can edit the changes/sets the default values in RT. The field we specifically want to change are right now is: Quick Ticket Creation Owner defaults to 'Me'We would like the default to be 'Nobody' [ARC]http://www.arcproductions.com/ Ray Corbett Technology Projects Manager p: 416.682.5200 x5232 | f: 416.682.5209 Arc Productions Ltd. | 230 Richmond Street East | Toronto, ON M5A 1P4 www.arcproductions.comhttp://www.arcproductions.com inline: image001.gif -- RT training in Amsterdam, March 20-21: http://bestpractical.com/services/training.html Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T
[rt-users] rt instance can't reply
Hello, I just recently setup a new RT 4.0.10 instance and it's working great except for a certain key point. RT will reply to tickets by email but if you try to update the ticket to the 'reply' address you get nothing back. But the ticket itself is updated. Currently I'm pulling RT's mail from another server with the addresses ' requ...@mycompany.com', 'request-re...@mycompany.com' and ' request-comm...@mycompany.com' All three addresses seem to allow you to update the ticket but request-reply and request-comment does not send the user back a reply. The addresses are on another mail server and pulled down and into rt by a fetchmail client called 'getmail'. That worked really well for my last RT server and seems to be doing it's job here as well. Information is getting into tickets by email. I'm thinking this might be a scrip issue. This is what I see happening in the logs when I send to the reply address: Precedence: bulk X-RT-Loop-Prevention: mycompany.com RT-Ticket: mycompany.com #11 Managed-BY: RT 4.0.10 (http://www.bestpractical.com/rt/) RT-Originator: tim.dun...@mycompany.com CC: requ...@mycompany.com MIME-Version: 1.0 Content-Transfer-Encoding: 8bit Content-Type: text/plain; charset=utf-8 X-RT-Original-Encoding: utf-8 (/usr/local/rt4/sbin/../lib/RT/Action/SendEmail.pm:651) [Fri Feb 22 19:32:02 2013] [debug]: Got user mail preference 'Individual messages' for user requ...@mycompany.com(/usr/local/rt4/sbin/../lib/RT/Action/SendEmail.pm:665) [Fri Feb 22 19:32:02 2013] [debug]: Removing deferred recipients from Cc: line (/usr/local/rt4/sbin/../lib/RT/Action/SendEmail.pm:674) [Fri Feb 22 19:32:02 2013] [debug]: Setting deferred recipients for attribute creation (/usr/local/rt4/sbin/../lib/RT/Action/SendEmail.pm:683) [Fri Feb 22 19:32:02 2013] [debug]: Working on mailfield Bcc; recipients are (/usr/local/rt4/sbin/../lib/RT/Action/SendEmail.pm:644) [Fri Feb 22 19:32:02 2013] [debug]: Subject: Re: [Operations #11] AutoReply: another test to the queue From: Tim Dunphy via RT request-re...@mycompany.com Reply-To: request-re...@mycompany.com In-Reply-To: cd4d31be.e8401%tim.dun...@mycompany.com References: rt-ticket...@mycompany.com rt-4.0.10-31060-1361559842-482.11-...@mycompany.com cd4d31be.e8401%tim.dun...@mycompany.com Message-ID: rt-4.0.10-31080-1361561522-380.11-...@mycompany.com Precedence: bulk X-RT-Loop-Prevention: mycompany.com RT-Ticket: mycompany.com #11 Managed-BY: RT 4.0.10 (http://www.bestpractical.com/rt/) RT-Originator: tim.dun...@mycompany.com CC: requ...@mycompany.com MIME-Version: 1.0 Content-Transfer-Encoding: 8bit Content-Type: text/plain; charset=utf-8 X-RT-Original-Encoding: utf-8 (/usr/local/rt4/sbin/../lib/RT/Action/SendEmail.pm:651) [Fri Feb 22 19:32:02 2013] [debug]: Removing deferred recipients from Bcc: line (/usr/local/rt4/sbin/../lib/RT/Action/SendEmail.pm:674) [Fri Feb 22 19:32:02 2013] [debug]: Setting deferred recipients for attribute creation (/usr/local/rt4/sbin/../lib/RT/Action/SendEmail.pm:683) [Fri Feb 22 19:32:02 2013] [debug]: No recipients found for deferred delivery on transaction #108 (/usr/local/rt4/sbin/../lib/RT/Action/SendEmail.pm:696) [Fri Feb 22 19:32:02 2013] [info]: rt-4.0.10-31080-1361561522-380.11-...@mycompany.com #11/108 - Scrip 6 On Correspond Notify Requestors and Ccs (/usr/local/rt4/sbin/../lib/RT/Action/SendEmail.pm:285) [Fri Feb 22 19:32:02 2013] [info]: rt-4.0.10-31080-1361561522-380.11-...@mycompany.com sent Cc: requ...@mycompany.com(/usr/local/rt4/sbin/../lib/RT/Action/SendEmail.pm:316) [Fri Feb 22 19:32:02 2013] [debug]: Converting 'utf-8' to 'utf-8' for text/plain - Re: [Operations #11] AutoReply: another test to the queue (/usr/local/rt4/sbin/../lib/RT/I18N.pm:244) [Fri Feb 22 19:32:02 2013] [debug]: About to think about scrips for transaction #109 (/usr/local/rt4/sbin/../lib/RT/Transaction.pm:173) [Fri Feb 22 19:32:02 2013] [debug]: Committing scrip #1 on txn #108 of ticket #11 (/usr/local/rt4/sbin/../lib/RT/Scrips.pm:182) [Fri Feb 22 19:32:02 2013] [debug]: Committing scrip #11 on txn #108 of ticket #11 (/usr/local/rt4/sbin/../lib/RT/Scrips.pm:182) [Fri Feb 22 19:32:02 2013] [debug]: Found 0 scrips for TransactionBatch stage with applicable type(s) Correspond for txn #108 on ticket #11 (/usr/local/rt4/sbin/../lib/RT/Scrips.pm:377) [Fri Feb 22 19:33:02 2013] [debug]: Converting 'utf-8' to 'utf-8' for text/plain - Re: [Operations #11] AutoReply: another test to the queue (/usr/local/rt4/sbin/../lib/RT/I18N.pm:244) [Fri Feb 22 19:33:02 2013] [critical]: RT Received mail ( rt-4.0.10-31080-1361561522-380.11-...@mycompany.com ) from itself. (/usr/local/rt4/sbin/../lib/RT/Interface/Email.pm:1846) [Fri Feb 22 19:33:02 2013] [crit]: RT thinks this message may be a bounce (/usr/local/rt4/sbin/../lib/RT/Interface/Email.pm:248) [Fri Feb 22 19:33:02 2013] [error]: Could not record email: Message Bounced (/usr/local/rt4/share/html/REST/1.0/NoAuth/mail-gateway:75) I was hoping I could get some
Re: [rt-users] Odd Account Behavior after Active Directory Migration
On Thu, Feb 21, 2013 at 1:58 PM, Thomas Sibley t...@bestpractical.comwrote: On 02/21/2013 09:07 AM, Thomas Simmons wrote: Hello, Just wanted to send a follow up. I'm really stumped one this and I really am open to any ideas. The information you sent is great, but for anyone to start to help, you're also going to need to provide detailed logs from RT and possibly AD. Since you're on an ancient RT version and not using a standard LDAP auth solution for newer versions, I suggest you also provide the list with the two customized files you noted. Hello, I'm not sure what changed, but create on email is consistently working. I am still having a problem with users not being creating when assigning someone as a requestor (using their email) or when a user tries logging into the web interface. I have attached some log snippets of these three things occurring, along with my RT_SiteConfig.pm. This is specifically confusing (from create on login): Feb 22 13:23:02 helpdesk RT: Autocreated authenticated user tcuser () (/opt/rt3/share/html/Callbacks/LDAP/autohandler/Auth:24) Feb 22 13:23:02 helpdesk RT: FAILED LOGIN for tcuser from 192.168.100.191 (/opt/rt3/share/html/autohandler:251) I then check MySQL and see this user was in fact, not created. Thank you for your help. Create on email (Working) Feb 22 14:08:05 helpdesk RT: RT::User::CanonicalizeEmailAddress : called with test.a.u...@example.com by RT::CurrentUser /opt/rt3/lib/RT/CurrentUser.pm 218 Feb 22 14:08:05 helpdesk RT: RT::User::CanonicalizeEmailAddress test.a.u...@example.com = test.a.u...@example.com(/opt/rt3/lib/RT/User_Local.pm:346) Feb 22 14:08:05 helpdesk RT: RT::User::CanonicalizeUserInfo called by RT::User /opt/rt3/lib/RT/User_Overlay.pm 192 with: Comments: Autocreated on ticket submission, Disabled: 0, EmailAddress: test.a.u...@example.com, Name: test.a.u...@example.com, Password: , Privileged: 0, RealName: Test A. User Feb 22 14:08:05 helpdesk RT: RT::User::LookupExternalUserInfo called with baseDN cn=Users,dc=internal,dc=example,dc=com and filter sAMAccountName= test.a.u...@example.com by RT::User /opt/rt3/lib/RT/User_Local.pm 394 Feb 22 14:08:05 helpdesk RT: RT::User::LookupExternalUserInfo : cn=Users,dc=internal,dc=example,dc=com sAMAccountName= test.a.u...@example.com = EmailAddress: , Name: , RealName: (/opt/rt3/lib/RT/User_Local.pm:563) Feb 22 14:08:05 helpdesk RT: RT::User::LookupExternalUserInfo called with baseDN cn=Users,dc=internal,dc=example,dc=com and filter mail= test.a.u...@example.com by RT::User /opt/rt3/lib/RT/User_Local.pm 394 Feb 22 14:08:05 helpdesk RT: RT::User::LookupExternalUserInfo : cn=Users,dc=internal,dc=example,dc=com mail=test.a.u...@example.com = Address1: , Address2: , EmailAddress: test.a.u...@example.com, ExternalAuthId: tauser, ExternalContactInfoId: CN=Test A. User,CN=Users,DC=internal,dc=example,DC=com, Gecos: tauser, Name: tauser, Organization: , RealName: Test A. User, WorkPhone: (/opt/rt3/lib/RT/User_Local.pm:563) Feb 22 14:08:05 helpdesk RT: RT::User::CanonicalizeEmailAddress : called with test.a.u...@example.com by RT::User /opt/rt3/lib/RT/User_Local.pm 403 Feb 22 14:08:05 helpdesk RT: RT::User::CanonicalizeEmailAddress test.a.u...@example.com = test.a.u...@example.com(/opt/rt3/lib/RT/User_Local.pm:346) Feb 22 14:08:05 helpdesk RT: RT::User::CanonicalizeUserInfo returning Address1: , Address2: , Comments: Autocreated on ticket submission, Disabled: 0, EmailAddress: test.a.u...@example.com, ExternalAuthId: tauser, ExternalContactInfoId: CN=Test A. User,CN=Users,DC=internal,dc=example,DC=com, Gecos: tauser, Name: tauser, Organization: , Password: , Privileged: 0, RealName: Test A. User, WorkPhone: (/opt/rt3/lib/RT/User_Local.pm:412) Feb 22 14:08:05 helpdesk RT: RT::User::CanonicalizeEmailAddress : called with test.a.u...@example.com by RT::User /opt/rt3/lib/RT/User_Overlay.pm 196 Feb 22 14:08:05 helpdesk RT: RT::User::CanonicalizeEmailAddress test.a.u...@example.com = test.a.u...@example.com(/opt/rt3/lib/RT/User_Local.pm:346) Feb 22 14:08:05 helpdesk RT: RT::User::CanonicalizeEmailAddress : called with test.a.u...@example.com by RT::User /opt/rt3/lib/RT/User_Overlay.pm 563 Feb 22 14:08:05 helpdesk RT: RT::User::CanonicalizeEmailAddress test.a.u...@example.com = test.a.u...@example.com(/opt/rt3/lib/RT/User_Local.pm:346) Feb 22 14:08:05 helpdesk RT: RT::User::CanonicalizeEmailAddress : called with test.a.u...@example.com by RT::User /opt/rt3/lib/RT/User_Overlay.pm 563 Feb 22 14:08:05 helpdesk RT: RT::User::CanonicalizeEmailAddress test.a.u...@example.com = test.a.u...@example.com(/opt/rt3/lib/RT/User_Local.pm:346) Feb 22 14:08:05 helpdesk RT: About to think about scrips for transaction #43219 Feb 22 14:08:05 helpdesk RT: About to think about scrips for transaction #43220 Feb 22 14:08:05 helpdesk RT: RT::User::CanonicalizeEmailAddress : called with test.a.u...@example.com by RT::CurrentUser /opt/rt3/lib/RT/CurrentUser.pm 218 Feb 22 14:08:05 helpdesk RT: RT::User::CanonicalizeEmailAddress
Re: [rt-users] rt instance can't reply
I think my problem centers around this part of the logs: [Fri Feb 22 20:39:02 2013] [info]: rt-4.0.10-3716-1361565542-874.2-...@mycompany.com sent Cc: requ...@mycompany.com(/usr/local/rt4/sbin/../lib/RT/Action/SendEmail.pm:316) [Fri Feb 22 20:39:02 2013] [debug]: Converting 'utf-8' to 'utf-8' for text/plain - Re: [Operations #2] AutoReply: first ticket (/usr/local/rt4/sbin/../lib/RT/I18N.pm:244) [Fri Feb 22 20:39:02 2013] [debug]: About to think about scrips for transaction #160 (/usr/local/rt4/sbin/../lib/RT/Transaction.pm:173) [Fri Feb 22 20:39:02 2013] [debug]: Committing scrip #1 on txn #159 of ticket #2 (/usr/local/rt4/sbin/../lib/RT/Scrips.pm:182) Thanks, Tim On Fri, Feb 22, 2013 at 2:52 PM, Tim Dunphy bluethu...@gmail.com wrote: Hello, I just recently setup a new RT 4.0.10 instance and it's working great except for a certain key point. RT will reply to tickets by email but if you try to update the ticket to the 'reply' address you get nothing back. But the ticket itself is updated. Currently I'm pulling RT's mail from another server with the addresses ' requ...@mycompany.com', 'request-re...@mycompany.com' and ' request-comm...@mycompany.com' All three addresses seem to allow you to update the ticket but request-reply and request-comment does not send the user back a reply. The addresses are on another mail server and pulled down and into rt by a fetchmail client called 'getmail'. That worked really well for my last RT server and seems to be doing it's job here as well. Information is getting into tickets by email. I'm thinking this might be a scrip issue. This is what I see happening in the logs when I send to the reply address: Precedence: bulk X-RT-Loop-Prevention: mycompany.com RT-Ticket: mycompany.com #11 Managed-BY: RT 4.0.10 (http://www.bestpractical.com/rt/) RT-Originator: tim.dun...@mycompany.com CC: requ...@mycompany.com MIME-Version: 1.0 Content-Transfer-Encoding: 8bit Content-Type: text/plain; charset=utf-8 X-RT-Original-Encoding: utf-8 (/usr/local/rt4/sbin/../lib/RT/Action/SendEmail.pm:651) [Fri Feb 22 19:32:02 2013] [debug]: Got user mail preference 'Individual messages' for user requ...@mycompany.com(/usr/local/rt4/sbin/../lib/RT/Action/SendEmail.pm:665) [Fri Feb 22 19:32:02 2013] [debug]: Removing deferred recipients from Cc: line (/usr/local/rt4/sbin/../lib/RT/Action/SendEmail.pm:674) [Fri Feb 22 19:32:02 2013] [debug]: Setting deferred recipients for attribute creation (/usr/local/rt4/sbin/../lib/RT/Action/SendEmail.pm:683) [Fri Feb 22 19:32:02 2013] [debug]: Working on mailfield Bcc; recipients are (/usr/local/rt4/sbin/../lib/RT/Action/SendEmail.pm:644) [Fri Feb 22 19:32:02 2013] [debug]: Subject: Re: [Operations #11] AutoReply: another test to the queue From: Tim Dunphy via RT request-re...@mycompany.com Reply-To: request-re...@mycompany.com In-Reply-To: cd4d31be.e8401%tim.dun...@mycompany.com References: rt-ticket...@mycompany.com rt-4.0.10-31060-1361559842-482.11-...@mycompany.com cd4d31be.e8401%tim.dun...@mycompany.com Message-ID: rt-4.0.10-31080-1361561522-380.11-...@mycompany.com Precedence: bulk X-RT-Loop-Prevention: mycompany.com RT-Ticket: mycompany.com #11 Managed-BY: RT 4.0.10 (http://www.bestpractical.com/rt/) RT-Originator: tim.dun...@mycompany.com CC: requ...@mycompany.com MIME-Version: 1.0 Content-Transfer-Encoding: 8bit Content-Type: text/plain; charset=utf-8 X-RT-Original-Encoding: utf-8 (/usr/local/rt4/sbin/../lib/RT/Action/SendEmail.pm:651) [Fri Feb 22 19:32:02 2013] [debug]: Removing deferred recipients from Bcc: line (/usr/local/rt4/sbin/../lib/RT/Action/SendEmail.pm:674) [Fri Feb 22 19:32:02 2013] [debug]: Setting deferred recipients for attribute creation (/usr/local/rt4/sbin/../lib/RT/Action/SendEmail.pm:683) [Fri Feb 22 19:32:02 2013] [debug]: No recipients found for deferred delivery on transaction #108 (/usr/local/rt4/sbin/../lib/RT/Action/SendEmail.pm:696) [Fri Feb 22 19:32:02 2013] [info]: rt-4.0.10-31080-1361561522-380.11-...@mycompany.com #11/108 - Scrip 6 On Correspond Notify Requestors and Ccs (/usr/local/rt4/sbin/../lib/RT/Action/SendEmail.pm:285) [Fri Feb 22 19:32:02 2013] [info]: rt-4.0.10-31080-1361561522-380.11-...@mycompany.com sent Cc: requ...@mycompany.com(/usr/local/rt4/sbin/../lib/RT/Action/SendEmail.pm:316) [Fri Feb 22 19:32:02 2013] [debug]: Converting 'utf-8' to 'utf-8' for text/plain - Re: [Operations #11] AutoReply: another test to the queue (/usr/local/rt4/sbin/../lib/RT/I18N.pm:244) [Fri Feb 22 19:32:02 2013] [debug]: About to think about scrips for transaction #109 (/usr/local/rt4/sbin/../lib/RT/Transaction.pm:173) [Fri Feb 22 19:32:02 2013] [debug]: Committing scrip #1 on txn #108 of ticket #11 (/usr/local/rt4/sbin/../lib/RT/Scrips.pm:182) [Fri Feb 22 19:32:02 2013] [debug]: Committing scrip #11 on txn #108 of ticket #11 (/usr/local/rt4/sbin/../lib/RT/Scrips.pm:182) [Fri Feb 22
[rt-users] Suppressing RT System itself entries in Ticket History
Is there a way to suppress the display of the RT System itself entries in Ticket Display? The ones such asThe RT System itself - Outgoing email recorded [ARC]http://www.arcproductions.com/ Ray Corbett Technology Projects Manager p: 416.682.5200 x5232 | f: 416.682.5209 Arc Productions Ltd. | 230 Richmond Street East | Toronto, ON M5A 1P4 www.arcproductions.comhttp://www.arcproductions.com inline: image001.gif -- RT training in Amsterdam, March 20-21: http://bestpractical.com/services/training.html Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T
Re: [rt-users] Suppressing RT System itself entries in Ticket History
On Fri, Feb 22, 2013 at 09:04:20PM +, Raymond Corbett wrote: Is there a way to suppress the display of the RT System itself entries in Ticket Display? Generally or specifically? The ones such asThe RT System itself - Outgoing email recorded Display of this is controlled by the ShowOutgoingEmail right, but keep in mind that this also controls the box on Reply/Comment that shows you who will get email. If you want to prune more transactions, the SkipTransaction callback in ShowHistory is your friend. -kevin pgpCFq5yL6V9o.pgp Description: PGP signature -- RT training in Amsterdam, March 20-21: http://bestpractical.com/services/training.html Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T
Re: [rt-users] Suppressing RT System itself entries in Ticket History
Forgive me as we are very new the all the settings that RT offers and you are very kind. I would answer generally I would say. We would like to see the a history list on the ticket to track replies and comments and such but do not want to see all history entries such as: Fri Feb 22 14:10:57 2013 The RT System itself - Outgoing email recorded Fri Feb 22 14:10:57 2013 The RT System itself - Outgoing email recorded Fri Feb 22 14:10:57 2013 The RT System itself - Status changed from 'new' to 'open' You explain that this is controlled by the ShowOutgoingEmailIs this an option somewhere, or is it a file that needs edited, or other? I can see no option anywhere in RT 4.0.10 that is labeled ShowOutgoingEmail. And you speak of SkipTransaction callback in ShowHistory.Again are these files that need edited. Sorry I have come a long way in getting an installation that looks like it will work well for us. But just not sure if you talking of options I cant find or files that need edited. -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Friday, February 22, 2013 4:29 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Suppressing RT System itself entries in Ticket History On Fri, Feb 22, 2013 at 09:04:20PM +, Raymond Corbett wrote: Is there a way to suppress the display of the RT System itself entries in Ticket Display? Generally or specifically? The ones such asThe RT System itself - Outgoing email recorded Display of this is controlled by the ShowOutgoingEmail right, but keep in mind that this also controls the box on Reply/Comment that shows you who will get email. If you want to prune more transactions, the SkipTransaction callback in ShowHistory is your friend. -kevin -- RT training in Amsterdam, March 20-21: http://bestpractical.com/services/training.html Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T
Re: [rt-users] Suppressing RT System itself entries in Ticket History
On Fri, Feb 22, 2013 at 09:04:20PM +, Raymond Corbett wrote:
Is there a way to suppress the display of the RT System itself entries in
Ticket Display?
The ones such asThe RT System itself - Outgoing email recorded
Hi Ray,
We use something like this for RT 3.8.1x:
/opt/rt3 diff local/html/Ticket/Elements/ShowHistory
share/html/Ticket/Elements/ShowHistory
87,90d86
my $trans_content = {};
map { $trans_content-{$_-TransactionId}-{$_-Id} = $_ }
@attachment_content;
my $trans_attachments = {};
map { push (@{$trans_attachments-{$_-TransactionId}}, $_) } @attachments;
102,106d97
my $trans_creator = $Transaction-Creator;
my $trans_type = $Transaction-Type;
next if ( $trans_creator == 1 and $ShowHeaders != 1 and $trans_type ne
Create );# RT_System
next if ( $trans_creator == 96711 and $ShowHeaders != 1 );
# escalate
108a100,105
my @trans_attachments = grep { $_-TransactionId == $Transaction-Id }
@attachments;
my $trans_content = {};
grep { ($_-TransactionId == $Transaction-Id )
($trans_content-{$_-Id} = $_) } @attachment_content;
124c121
Attachments = $trans_attachments-{$Transaction-id},
---
Attachments = \@trans_attachments,
You should be able to adjust this for your needs.
Cheers,
Ken
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