[rt-users] [phish?] Re: script problem with ticket create.
Your perl isn't correct for the logic of the scrip. (($self->TicketObj->QueueObj->Name || '') ne 'SafeSentryPro') || (($self->TicketObj->QueueObj->Name || '') ne 'Security-Appliance-Review-Logs') -m On Tue, Dec 22, 2015 at 6:04 PM, norman wrote: > Hello. >> >> In the last week we upgraded our rt instance from 4.0.19 to 4.2.8 >> Before the upgrade we had a script that would aupo-reply to all new >> tickets created by email unless they went to 2 queues in which we would not >> auto-reply at all. >> Since the upgrade that script is sending out a message on all ticket >> correspondence regardless of weather it's a create or not. >> The condition is set to user defined and the code in custom condition is >> as follows. >> ($self->TransactionObj->Type || '') eq 'Create' >> && >> ($self->TicketObj->Status || '') ne 'resolved' >> && >> ($self->TicketObj->QueueObj->Name || '') ne 'SafeSentryPro' || >> 'Security-Appliance-Review-Logs' >> >> What's wrong here or is it a different problem entirely? >> >> Thanks. >> >
[rt-users] script problem with ticket create.
Hello. In the last week we upgraded our rt instance from 4.0.19 to 4.2.8 Before the upgrade we had a script that would aupo-reply to all new tickets created by email unless they went to 2 queues in which we would not auto-reply at all. Since the upgrade that script is sending out a message on all ticket correspondence regardless of weather it's a create or not. The condition is set to user defined and the code in custom condition is as follows. ($self->TransactionObj->Type || '') eq 'Create' && ($self->TicketObj->Status || '') ne 'resolved' && ($self->TicketObj->QueueObj->Name || '') ne 'SafeSentryPro' || 'Security-Appliance-Review-Logs' What's wrong here or is it a different problem entirely? Thanks.
Re: [rt-users] Extract Custom Fields -
In our instance we extract information from email headers on ticket create. Our template looks something like: RTcustomfieldname1|X-header-name-1|.* RTcustomfieldname2|X-header-name-2|.* RTcustomfieldname3|X-header-name-3|.* I can see what you're trying to do with your template, but unfortunately don't have enough experience to know how to help further. On Tue, Dec 22, 2015 at 1:16 PM, Marcelo Calado | TBS TAX Services < mcal...@tbstaxservices.com> wrote: > > > Hi There! > > I am having trouble with RT-Extension Extract Custom Field. > > > > Anyone ever done this before and can help? A quick help will be > appreciated as we are missing critical requests > > > > > > Thank you. > > > > My template: > > > > EIN|Body|EIN:\s*(\w+) > > Address|Body|Address:\s*(\w+) > > Cell Phone|Body|Cell Phone:\s*(\w+) > > City|Body|City:\s*(\w+) > > First Name|Body|First Name:\s*(\w+) > > Last Name|Body|Last Name:\s*(\w+) > > > > My body: > > Ein:20-999-745 > Address: 100, High Street > Cell Phone:3809 > City:Stoughton > First Name:Marcelo > Last Name:Calado > > > > Into my logs: > > Dec 22 16:08:35 751081-tbsfryou RT: [27756] CustomFieldValue (Ein,20) > added: 1324 > > Dec 22 16:08:35 751081-tbsfryou RT: [27756] CustomFieldValue (Ein,20) > added: 1324 > > Dec 22 16:08:35 751081-tbsfryou RT: [27756] CustomFieldValue (Address,100) > added: 1325 > > Dec 22 16:08:35 751081-tbsfryou RT: [27756] CustomFieldValue (Address,100) > added: 1325 > > Dec 22 16:08:35 751081-tbsfryou RT: [27756] CustomFieldValue (Cell > Phone,3809) added: 1326 > > Dec 22 16:08:35 751081-tbsfryou RT: [27756] CustomFieldValue (Cell > Phone,3809) added: 1326 > > Dec 22 16:08:35 751081-tbsfryou RT: [27756] CustomFieldValue > (City,Stoughton) added: 1327 > > Dec 22 16:08:35 751081-tbsfryou RT: [27756] CustomFieldValue > (City,Stoughton) added: 1327 > > Dec 22 16:08:35 751081-tbsfryou RT: [27756] CustomFieldValue (First > Name,Marcelo) added: 1328 > > Dec 22 16:08:35 751081-tbsfryou RT: [27756] CustomFieldValue (First > Name,Marcelo) added: 1328 > > Dec 22 16:08:35 751081-tbsfryou RT: [27756] CustomFieldValue (Last > Name,Calado) added: 1329 > > Dec 22 16:08:35 751081-tbsfryou RT: [27756] CustomFieldValue (Last > Name,Calado) added: 1329 > > Dec 22 16:08:35 751081-tbsfryou RT: [27756] Ticket 347 created in queue > 'TaxOnline' by mcalado > > Dec 22 16:08:35 751081-tbsfryou RT: [27756] Failed command 'address: 100, > High Street'#012Error message: Command 'address' is unknown#012#012Failed > command 'ein: 20-999-745'#012Error message: Command 'ein' is unknown > > Dec 22 16:08:35 751081-tbsfryou RT: [27756] Extended mailgate error: > Failed command 'address: 100, High Street'#012Error message: Command > 'address' is unknown#012#012Failed command 'ein: 20-999-745'#012Error > message: Command 'ein' is unknown > > > > > > > -- tony.palom...@reed.edu Director, Computer User Services Reed College 503-788-6622
[rt-users] Extract Custom Fields -
Hi There! I am having trouble with RT-Extension Extract Custom Field. Anyone ever done this before and can help? A quick help will be appreciated as we are missing critical requests Thank you. My template: EIN|Body|EIN:\s*(\w+) Address|Body|Address:\s*(\w+) Cell Phone|Body|Cell Phone:\s*(\w+) City|Body|City:\s*(\w+) First Name|Body|First Name:\s*(\w+) Last Name|Body|Last Name:\s*(\w+) My body: Ein:20-999-745 Address: 100, High Street Cell Phone:3809 City:Stoughton First Name:Marcelo Last Name:Calado Into my logs: Dec 22 16:08:35 751081-tbsfryou RT: [27756] CustomFieldValue (Ein,20) added: 1324 Dec 22 16:08:35 751081-tbsfryou RT: [27756] CustomFieldValue (Ein,20) added: 1324 Dec 22 16:08:35 751081-tbsfryou RT: [27756] CustomFieldValue (Address,100) added: 1325 Dec 22 16:08:35 751081-tbsfryou RT: [27756] CustomFieldValue (Address,100) added: 1325 Dec 22 16:08:35 751081-tbsfryou RT: [27756] CustomFieldValue (Cell Phone,3809) added: 1326 Dec 22 16:08:35 751081-tbsfryou RT: [27756] CustomFieldValue (Cell Phone,3809) added: 1326 Dec 22 16:08:35 751081-tbsfryou RT: [27756] CustomFieldValue (City,Stoughton) added: 1327 Dec 22 16:08:35 751081-tbsfryou RT: [27756] CustomFieldValue (City,Stoughton) added: 1327 Dec 22 16:08:35 751081-tbsfryou RT: [27756] CustomFieldValue (First Name,Marcelo) added: 1328 Dec 22 16:08:35 751081-tbsfryou RT: [27756] CustomFieldValue (First Name,Marcelo) added: 1328 Dec 22 16:08:35 751081-tbsfryou RT: [27756] CustomFieldValue (Last Name,Calado) added: 1329 Dec 22 16:08:35 751081-tbsfryou RT: [27756] CustomFieldValue (Last Name,Calado) added: 1329 Dec 22 16:08:35 751081-tbsfryou RT: [27756] Ticket 347 created in queue 'TaxOnline' by mcalado Dec 22 16:08:35 751081-tbsfryou RT: [27756] Failed command 'address: 100, High Street'#012Error message: Command 'address' is unknown#012#012Failed command 'ein: 20-999-745'#012Error message: Command 'ein' is unknown Dec 22 16:08:35 751081-tbsfryou RT: [27756] Extended mailgate error: Failed command 'address: 100, High Street'#012Error message: Command 'address' is unknown#012#012Failed command 'ein: 20-999-745'#012Error message: Command 'ein' is unknown
Re: [rt-users] Hide "Bulk Update" from menu
Hi Daniel,
On Tue, Dec 22, 2015 at 10:18 AM, Daniel Schwager
wrote:
> Hi everybody,
>
> is there a possibility to hide the "Bulk Update" menu from every privileged
> user who is not member of a "Bulk-Update"-Group?
Maybe.
> I cannot find a corresponding Callback in share/html/Elements/Tabs
> nor ./share/html/Search/Results.html to change the menu hiding "Bulk Update".
We remove the "Reply" action from the menu. The callback file is:
/Elements/Tabs/Privileged
Here is the contents:
<%init>
# Now (and only to the Privileged) remove the default Reply link.
# We add a "Reply" link (with status=open) via the life cycle.
if (
$Path =~ m{/Ticket/}
&&
$DECODED_ARGS->{id}
&&
$DECODED_ARGS->{id} =~ /^\d+$/
) {
my $Ticket = RT::Ticket->new($session{CurrentUser});
$Ticket->Load($DECODED_ARGS->{id});
if (
$Ticket
&&
$Ticket->Status eq 'new'
) {
# Remove the "Reply" link from the actions...
if (my $actions = PageMenu->child('actions')) {
$actions->delete('reply');
}
}
}
<%args>
$Path
You should be able to tweak other parts of the tabs. Using some of the
code above as a guide.
Cheers,
-m
[rt-users] Hide "Bulk Update" from menu
Hi everybody, is there a possibility to hide the "Bulk Update" menu from every privileged user who is not member of a "Bulk-Update"-Group? I cannot find a corresponding Callback in share/html/Elements/Tabs nor ./share/html/Search/Results.html to change the menu hiding "Bulk Update". Thanks for any hint helping me to implement this small feature. Best regards Danny smime.p7s Description: S/MIME cryptographic signature
