[rt-users] Auto create user default password
Is there a way when a user is auto created because of an email they sent to have a password set for them automatically when the user is created? Mark Final RT training for 2012 in Atlanta, GA - October 23 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs
[rt-users] Ticket taken search
Is there a way in advanced search to see all the tickets taken by a user even if they are not the current owner? Mark RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] rt-crontool question
Correct but Owner does not work neither does anything I seem to enter this is the error with Owner [error]: 'Owner' is not principal id, group name, user name, user email address or any email address (/opt/rt4/bin/../lib/RT/Action/NotifyGroup.pm:131) Mark -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Tuesday, February 07, 2012 5:33 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] rt-crontool question /opt/rt4/bin/rt-crontool --search RT::Search::FromSQL --search-arg Status = 'open' --condition RT::Condition::UntouchedInHours --condition-arg '1'--action RT::Action::NotifyGroup --action-arg '$owner' --template Is there a space between '1' and --action? If not, the command isn't seeing the action argument. I'll also note that I'm not sure what $owner is in your usage above. I am trying to get it to notify whoever the owner of the ticket is and that is from what I can see is the variable for the tickets owner That isn't how that action works. It sounds like you want Notify and to pass the argument Owner, not $owner. -kevin RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] rt-crontool question
Ok I changed everything and still get errors /opt/rt4/bin/rt-crontool --search RT::Search::FromSQL --search-arg Status = 'open' --condition RT::Condition::UntouchedInHours --condition-arg '1'--action RT::Action::NotifyGroup --action-arg '$owner' --template '21' --transaction 'last' transaction-type 'Correspond' --verbose /var/log/open3daynotifyowner.out Any ideas the output is the rtcrontool help menu Mark RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] rt-crontool question
I am trying to get it to notify whoever the owner of the ticket is and that is from what I can see is the variable for the tickets owner mark RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
[rt-users] rt-crontool question
I have 3 things we did from cron we updated to 4.0.2 from 3.6 and they don’t work now. Can someone advise what I have to change ## At 3 am everyday send a notification to the requestors of tickets in custpndng untouched for 3 days 30 3 */1 * * root /opt/rt4/bin/rt-crontool --search RT::Search::TicketsWithStatus --search-arg custpndng --condition RT::Condition::UntouchedInHours --condition-arg 72 --action RT::Action::NotifyFromRTSystem --action-arg Requestor --template-id 20 --verbose /var/log/cpend7daynotifyrequestor.out # ## At 3 am everyday resolve tickets in custpndng untouched for 17 days 0 3 */1 * * root /opt/rt4/bin/rt-crontool --search RT::Search::TicketsWithStatus --search-arg custpndng --condition RT::Condition::UntouchedInHours --condition-arg 168 --action RT::Action::SetStatus --action-arg resolved --verbose /var/log/cpend14dayresolve.out # ## At 3 am everyday send a notification to the owners of open tickets untouched in 1 days 45 3 */1 * * root /opt/rt4/bin/rt-crontool --search RT::Search::TicketsWithStatus --search-arg open --condition RT::Condition::UntouchedInHours --condition-arg 24 --action RT::Action::NotifyFromRTSystem --action-arg Owner --template-id 21 --verbose /var/log/open3daynotifyowner.out I get an error when they run [crit]: Failed to load module RT::Search::TicketsWithStatus. () at /opt/rt4/bin/rt-crontool line 307. (/opt/rt4/bin/../lib/RT.pm:340) Failed to load module RT::Search::TicketsWithStatus. () at /opt/rt4/bin/rt-crontool line 307. Thanks Mark RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] rt-crontool question
That worked for the most part but now it has an issue sending out the email using SendEmailFromRTSystem it breaks on my $creator = $self-TransactionObj-CreatorObj-EmailAddress(); I have tried several other actions and they all do the same thing Any suggestions Mark -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Friday, February 03, 2012 2:01 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] rt-crontool question On Fri, Feb 03, 2012 at 01:39:15PM -0500, Mark Fuller wrote: I have 3 things we did from cron we updated to 4.0.2 from 3.6 and they don*t work now. Can someone advise what I have to change ## At 3 am everyday send a notification to the requestors of tickets in custpndng untouched for 3 days 30 3 */1 * * root /opt/rt4/bin/rt-crontool --search RT::Search::TicketsWithStatus --search-arg RT::Search::TicketsWithStatus isn't an RT built-in. You'll either need to port this customization from your 3.6 install or replace it with RT::Search::FromSQL and an arg of something like Status = 'custpndng' -kevin custpndng --condition RT::Condition::UntouchedInHours --condition-arg 72 --action RT::Action::NotifyFromRTSystem --action-arg Requestor --template-id 20 --verbose /var/log/cpend7daynotifyrequestor.out # ## At 3 am everyday resolve tickets in custpndng untouched for 17 days 0 3 */1 * * root /opt/rt4/bin/rt-crontool --search RT::Search::TicketsWithStatus --search-arg custpndng --condition RT::Condition::UntouchedInHours --condition-arg 168 --action RT::Action::SetStatus --action-arg resolved --verbose /var/log/cpend14dayresolve.out # ## At 3 am everyday send a notification to the owners of open tickets untouched in 1 days 45 3 */1 * * root /opt/rt4/bin/rt-crontool --search RT::Search::TicketsWithStatus --search-arg open --condition RT::Condition::UntouchedInHours --condition-arg 24 --action RT::Action::NotifyFromRTSystem --action-arg Owner --template-id 21 --verbose /var/log/open3daynotifyowner.out I get an error when they run [crit]: Failed to load module RT::Search::TicketsWithStatus. () at /opt/rt4/bin/rt-crontool line 307. (/opt/rt4/bin/../lib/RT.pm:340) Failed to load module RT::Search::TicketsWithStatus. () at /opt/rt4/bin/rt-crontool line 307. RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
[rt-users] Search issue
If we try to search using the quick search box on the main page we can not search for a number because rt thinks it has to search for a ticket number. Being an ITSP we often have phone numbers in the subject line we want to look for and if we could search from there it would be much easier Any ideas what we need to do to make that work we are using RT 3.6.3 Mark RT Training Sessions (http://bestpractical.com/services/training.html) * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Search issue
Thanks Ken no rush but I would love a solution Mark -Original Message- From: k...@rice.edu [mailto:k...@rice.edu] Sent: Wednesday, November 23, 2011 2:48 PM To: Mark Fuller Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Search issue On Wed, Nov 23, 2011 at 02:43:57PM -0500, Mark Fuller wrote: If we try to search using the quick search box on the main page we can not search for a number because rt thinks it has to search for a ticket number. Being an ITSP we often have phone numbers in the subject line we want to look for and if we could search from there it would be much easier Any ideas what we need to do to make that work we are using RT 3.6.3 Mark We patched it to accept a number with anything else, even a space, as a text search and not a ticket number lookup. It was easy but I am away 'til Monday. Cheers, Ken RT Training Sessions (http://bestpractical.com/services/training.html) * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Search issue
I tried that and it did not work Mark -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Wednesday, November 23, 2011 2:52 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Search issue On Wed, Nov 23, 2011 at 02:43:57PM -0500, Mark Fuller wrote: If we try to search using the quick search box on the main page we can not search for a number because rt thinks it has to search for a ticket number. Being an ITSP we often have phone numbers in the subject line we want to look for and if we could search from there it would be much easier Search for number instead The quotes skip the magic id check -kevin RT Training Sessions (http://bestpractical.com/services/training.html) * Barcelona, Spain November 28 29, 2011
Re: [rt-users] RT and Vtiger integration redux
Yes I wish I could get some help we ended up just using a custom field both to link the Vtiger customer and RT ticket together it is kind of a pain but we did make links at least. We chose not to pay to have the link down mainly because our other systems are already linked into vtiger with some java code so we live with it as is. We are looking at some java code to link rt into vtiger but not vtiger into rt. Mark -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Chris Devers Sent: Thursday, April 28, 2011 4:48 PM To: rt-users@lists.bestpractical.com Subject: [rt-users] RT and Vtiger integration redux I see that someone asked about integrating RT with VTiger (CRM) back in 2007, but it looks like there was never a response, as far as I can tell. http://www.gossamer-threads.com/lists/rt/users/64325 My company uses VTiger and, uhh, it has issues. I've used RT at previous jobs and always been happy with it, as have some of the others here. Now that RT4 has been released, I'm thinking this could be a good time for us to look into using it as a supplement to or replacement for the existing ticketing system in VTiger. (Better still, if RT4 can credibly be used as a CRM 裏customer database, inventory of customer systems configurations, that kind of thing 裏then that would be even better.) Has anyone tried this sort of thing? If it helps, I live down the street from Best Practical Global HQ, so maybe an in-person discussion would make sense :-) Thanks, and congratulations on RT4 :-) -- Chris Devers
[rt-users] help with a script needed
we have several different queues that are internal processing queues that get automated emails the subject lines are exactly the same each time. getting them into the queue is not an issue but i want to set the owner to a specific person yet still notify all admins of the new ticket and i have tried a few things but none seem to work. does anyone have a suggestion? Mark
Re: [rt-users] RT Mobile for iPhone (Dustin Collins)
We use RT for all of our operations and a mobile interface would be great we have users that do not have smart phones but still would be able to handle basic things. We have RTFM in use as well and just for them to be able to do some canned responses would be great and for those of us who live RT 24 hrs a day a faster loading interface would just make our interruptions easier to tolerate. I use an android so it is fine to use but loading the pages thru even 3g can be painful at time especially long tickets. Mark -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Jesse Vincent Sent: Monday, June 28, 2010 8:03 PM To: John Bartelt Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] RT Mobile for iPhone (Dustin Collins) As a first step, it would probably be easier to create a special stylesheet to create the illusion of an app. Yes, my first thought was that a mobile stylesheet might make it easier to use RT on a mobile device. It could be done on the server side, rather than the client (but then it's not an app you can sell). It's not that hard to put together a reasonable mobile UI for RT, especially if we start reasonably small. That would have the advantage of working on many platforms instead of just one. How many of you need offline-ability for your mobile RT usage? -Jesse Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Single user for domains
Is there a way to create a single user for a domain where all email addresses from @foo.com are considered a single user? And they can see all the tickets for their domain? Mark Fuller BandTel Customer Care 603-528-6538 Option 2 603-528-6937 FAX ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
RE: [rt-users] take and resolve actions via email
Ok I am very new to this so I added
$Ticket-_Set(Field = 'noemail', Value = 'yes', RecordTransaction = 0);
Now how do I tell the correspondence to look for that. And also if I change
the main script like that and I have the custom field set how do I get the
filed to be blank or no so that all future correspondence will work.
Again I am new to RT but we love it and are expanding it's use. I thought
about command by email but the CTO is concerned as am I with security and
this seems the safer way. Also we do want to comment via email
Mark Fuller
BandTel Engineering
603-528-6538 Option 2
603-528-6937 FAX
-Original Message-
From: Gene LeDuc [mailto:[EMAIL PROTECTED]
Sent: Monday, November 26, 2007 4:27 PM
To: Mark Fuller
Cc: rt-users@lists.bestpractical.com
Subject: RE: [rt-users] take and resolve actions via email
Hi Mark,
I'm not sure how you could change a correspondence transaction to a
comment. However...
If I wanted to just change the way that email is sent (only AdminCcs
getting an email), I'd add a custom field to the queue called
NoCorrespond and then modify the Correspondence template used for the On
Correspond scrip to include a check at the beginning to see if there is a
NoCorrespond field and whether it has anything in it. If so, exit the
template and don't send the email, otherwise proceed as usual. Then I'd
have the scrip I gave you put something into the NoCorrespond custom
field at the same time that it sets the owner and status. It's kind of
clunky and there are probably more elegant solutions, but I think it would
work. You might also want to make another scrip to send the mail to the
AdminCc when the NoCorrespond field gets something assigned to it (by
your other scrip), something like (I haven't tried this scrip, so it may
need work):
Condition: User Defined
Action: Notify AdminCcs as Comment
Template: Global template: Admin Comment
Custom condtion:
{ ### True on state change to NoCorrespond
my $Transaction = $self-TransactionObj;
my $val = $Transaction-Type eq CustomField
$Transaction-Field eq NoCorrespond
;
return $val;
}
Good luck!
Gene
At 12:00 PM 11/26/2007, Mark Fuller wrote:
Thanks Gene it works great but.. Is there a way to make it a comment so
only admin staff gets it
Mark Fuller
-Original Message-
From: Gene LeDuc [mailto:[EMAIL PROTECTED]
Sent: Monday, November 26, 2007 12:26 PM
To: Mark Fuller
Cc: rt-users@lists.bestpractical.com
Subject: RE: [rt-users] take and resolve actions via email
Hi Mark,
Here's the scrip we use to resolve tickets via e-mail.
In order to resolve a ticket this way, the e-mail must be from an
AdminCc for that queue and it must contain the word Ok on the first
line.
Description: Resolved by e-mail
Condition: User Defined
Action: User Defined
Template: Global template: Blank
Stage: TransactionCreate
Custom condition:
{ ### True if e-mail contains 'ok' - sets owner, resolves ticket
my $Transaction = $self-TransactionObj;
my $CreatorId = $Transaction-CreatorObj-Id;
my $Queue = $self-TicketObj-QueueObj;
my $val = $Transaction-Type eq 'Correspond'
$Queue-IsAdminCc($CreatorId)
$Transaction-Content =~ /\bok\s/i;
return $val;
}
Custom action prep code:
return 1;
Custom action cleanup code:
### Set Set owner to e-mail sender, status to 'resolved'
my $Ticket = $self-TicketObj;
my $Transaction = $self-TransactionObj;
my $CreatorId = $Transaction-CreatorObj-Id;
$Ticket-_Set(Field='Owner', Value=$CreatorId, RecordTransaction=0);
$Ticket-_Set(Field = 'Status', Value = 'resolved', RecordTransaction
= 0);
The 2 lines at the end of the cleanup code could also be:
$Ticket-SetOwner($CreatorId);
$Ticket-SetStatus('resolved');
but I use _Set instead because I don't want to fire off any more
transactions when I resolve tickets this way.
Regards,
Gene
--
Gene LeDuc, GSEC
Security Analyst
San Diego State University
___
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
SAVE THOUSANDS OF DOLLARS ON RT SUPPORT:
If you sign up for a new RT support contract before December 31, we'll take
up to 20 percent off the price. This sale won't last long, so get in touch
today.
Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745.
Community help: http://wiki.bestpractical.com
Commercial support: [EMAIL PROTECTED]
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RE: [rt-users] take and resolve actions via email
So to be a pain but ran into an issue after setting up and testing.
Custom condition:
{ ### True if e-mail contains 'ok' - sets owner, resolves ticket
my $Transaction = $self-TransactionObj;
my $CreatorId = $Transaction-CreatorObj-Id;
my $Queue = $self-TicketObj-QueueObj;
my $val = $Transaction-Type eq 'Correspond'
$Queue-IsAdminCc($CreatorId)
$Transaction-Content =~ /\bok\s/i;
return $val;
}
I have a group of level 1 techs that do not have a unique logon since it is
an ever changing group of folks. is there a way that I can do this based on
the domain name of there email and set it to a specified user?
something like
[EMAIL PROTECTED] = creatorid 21
Also I found a way at least for my setup to get it to not send emails to
requestors. We send the message to the comment address and I changed it to
be
Custom condition:
{ ### True if e-mail contains 'ok' - sets owner, resolves ticket
my $Transaction = $self-TransactionObj;
my $CreatorId = $Transaction-CreatorObj-Id;
my $Queue = $self-TicketObj-QueueObj;
my $val = $Transaction-Type eq 'Comment'
$Queue-IsAdminCc($CreatorId)
$Transaction-Content =~ /\bok\s/i;
return $val;
}
and that works perfect for my level 2 and 3 support groups
Mark Fuller
BandTel Engineering
603-528-6538 Option 2
603-528-6937 FAX
-Original Message-
From: Gene LeDuc [mailto:[EMAIL PROTECTED]
Sent: Tuesday, November 27, 2007 3:50 PM
To: Mark Fuller; Asrai khn
Cc: rt-users@lists.bestpractical.com
Subject: RE: [rt-users] take and resolve actions via email
Hi Mark (and Askar),
After reviewing my previous advice, I've changed my mind. This should be a
cleaner solution.
1. Don't mess with your templates.
2. I don't know whether _Set works with custom fields, so I'd use the
following to set your CF in the scrip I sent you. The scrip should probably
be a queue scrip, not global, unless you want to do this for all your
queues:
set_custom('noemail', yes, 0);
### Sets custom field value
### Usage: set_custom($field_name, $field_value, $record_transaction)
sub set_custom {
my ($CFName, $CFValue, $record) = @_;
$record = $record ? 1 : 0;
my $cf = RT::CustomField-new($RT::SystemUser);
my ($id,$msg) = $cf-LoadByName(Name=$CFName,);
if (!$id) {
$RT::Logger-debug(Error loading custom field '$CFName');
return undef;
}
($id, $msg) = $Ticket-AddCustomFieldValue
(Field=$cf, Value=$CFValue, RecordTransaction=$record);
}
3. Modify your Global Scrips #6 (On Correspond Notify Requestors and Ccs
with template Correspondence) and #7 (On Correspond Notify Other
Recipients with template Correspondence) and
a) change the Condition to User Defined; and
b) put the following code in the Custom condition area of both scrips:
{ ### True when transaction is incoming email and CF 'noemail' is not set
my $Transaction = $self-TransactionObj;
my $Ticket = $self-TicketObj;
my $val = $Transaction-Type eq Correspond
! get_custom(noemail);
return $val;
### Returns custom field value
### get_custom($field_name)
sub get_custom {
my $target_name = $_[0];
my $val = $Ticket-FirstCustomFieldValue($target_name);
return $val if defined $val;
return undef;
}
}
So you should have 2 scenarios now with incoming email.
1. Email is from AdminCc and contains trigger word(s) in first line.
a) Your new scrip fires and sets the CF 'noemail' to 'yes', Owner to email
sender, Status to resolved
b) Global scrip #5 (On Correspond Notify AdminCcs with template Admin
Correspondence) fires and sends mail to AdminCcs
c) Global scrips #6 and #7 do not fire because CF 'noemail' is set, so no
mail is sent to anyone else
2. Email is not from AdminCc or does not contain trigger word(s) in first
line:
a) Your new scrip does not fire because both conditions are not met, so CF
'noemail' is not set
b) Global scrip #5 fires
c) Global scrips #6 and #7 fire because CF 'noemail' either doesn't exist
or is not set
Have fun!
Regards,
Gene
At 10:06 AM 11/27/2007, Mark Fuller wrote:
Ok I am very new to this so I added
$Ticket-_Set(Field = 'noemail', Value = 'yes', RecordTransaction = 0);
Now how do I tell the correspondence to look for that. And also if I change
the main script like that and I have the custom field set how do I get the
filed to be blank or no so that all future correspondence will work.
Again I am new to RT but we love it and are expanding it's use. I thought
about command by email but the CTO is concerned as am I with security and
this seems the safer way. Also we do want to comment via email
Mark Fuller
BandTel Engineering
603-528-6538 Option 2
603-528-6937 FAX
-Original Message-
From: Gene LeDuc [ mailto:[EMAIL PROTECTED]
mailto:[EMAIL PROTECTED]
Sent: Monday, November 26, 2007 4:27 PM
To: Mark Fuller
Cc: rt-users@lists.bestpractical.com
Subject: RE: [rt-users] take and resolve actions via email
Hi Mark
RE: [rt-users] take and resolve actions via email
I am interested in that script Mark Fuller BandTel Engineering 603-528-6538 Option 2 603-528-6937 FAX -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Gene LeDuc Sent: Monday, November 26, 2007 11:29 AM To: Asrai khn Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] take and resolve actions via email Hi Askar, This doesn't answer your question about special features, but it does tell you a way to do what you want to do. I resolve tickets via e-mail using 3.6.3 with a fairly simple scrip. When someone opens a ticket, I send out 2 e-mails. The first goes to the user who opened it - they get login credentials so they can look at the ticket. The second goes to the AdminCc list for the queue to notify them that there's a new ticket in the queue. If a reply comes in for that ticket, and the sender is one of the AdminCc, and the first line of the e-mail is Ok, then my scrip sets the ticket owner to the person who sent the message and the status to resolved. Otherwise the message just gets attached to the ticket. It would be simple to modify a scrip like that to do a take as well. If you're interested in following this trail, let me know. Regards, Gene At 06:55 AM 11/22/2007, Asrai khn wrote: while reading RT3 FAQs found that ... A2: RT 3.5 has support for take and resolve actions in rt-mailgate script, you can use them, but you should enable them in config. Wondering what to change in RT_SiteConfig.pm and can someone give me an examples of how to 'take' 'resolve' tickets via email, I know how to open new tickets in specific queue using mail. Thanks. Askar -- Gene LeDuc, GSEC Security Analyst San Diego State University ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
RE: [rt-users] take and resolve actions via email
Thanks is there a way to have it be a comment only so that only the admin
cc's get it?
Mark Fuller
BandTel Engineering
603-528-6538 Option 2
603-528-6937 FAX
-Original Message-
From: Gene LeDuc [mailto:[EMAIL PROTECTED]
Sent: Monday, November 26, 2007 12:26 PM
To: Mark Fuller
Cc: rt-users@lists.bestpractical.com
Subject: RE: [rt-users] take and resolve actions via email
Hi Mark,
Here's the scrip we use to resolve tickets via e-mail.
In order to resolve a ticket this way, the e-mail must be from an AdminCc
for that queue and it must contain the word Ok on the first line.
Description: Resolved by e-mail
Condition: User Defined
Action: User Defined
Template: Global template: Blank
Stage: TransactionCreate
Custom condition:
{ ### True if e-mail contains 'ok' - sets owner, resolves ticket
my $Transaction = $self-TransactionObj;
my $CreatorId = $Transaction-CreatorObj-Id;
my $Queue = $self-TicketObj-QueueObj;
my $val = $Transaction-Type eq 'Correspond'
$Queue-IsAdminCc($CreatorId)
$Transaction-Content =~ /\bok\s/i;
return $val;
}
Custom action prep code:
return 1;
Custom action cleanup code:
### Set Set owner to e-mail sender, status to 'resolved'
my $Ticket = $self-TicketObj;
my $Transaction = $self-TransactionObj;
my $CreatorId = $Transaction-CreatorObj-Id; $Ticket-_Set(Field='Owner',
Value=$CreatorId, RecordTransaction=0); $Ticket-_Set(Field = 'Status',
Value = 'resolved', RecordTransaction = 0);
The 2 lines at the end of the cleanup code could also be:
$Ticket-SetOwner($CreatorId);
$Ticket-SetStatus('resolved');
but I use _Set instead because I don't want to fire off any more
transactions when I resolve tickets this way.
Regards,
Gene
At 08:48 AM 11/26/2007, Mark Fuller wrote:
I am interested in that script
Mark Fuller
BandTel Engineering
603-528-6538 Option 2
603-528-6937 FAX
-Original Message-
From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf Of Gene
LeDuc
Sent: Monday, November 26, 2007 11:29 AM
To: Asrai khn
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] take and resolve actions via email
Hi Askar,
This doesn't answer your question about special features, but it does
tell you a way to do what you want to do.
I resolve tickets via e-mail using 3.6.3 with a fairly simple scrip.
When someone opens a ticket, I send out 2 e-mails. The first goes to
the user who opened it - they get login credentials so they can look at
the ticket. The second goes to the AdminCc list for the queue to
notify them that there's a new ticket in the queue. If a reply comes
in for that ticket, and the sender is one of the AdminCc, and the first
line of the e-mail is Ok, then my scrip sets the ticket owner to the
person who sent the message and the status to resolved. Otherwise the
message just gets attached to the ticket. It would be simple to modify
a scrip like that to do a take as well.
If you're interested in following this trail, let me know.
Regards,
Gene
At 06:55 AM 11/22/2007, Asrai khn wrote:
while reading RT3 FAQs found that ...
A2: RT 3.5 has support for take and resolve actions in rt-mailgate
script, you can use them, but you should enable them in config.
Wondering what to change in RT_SiteConfig.pm and can someone give me
an examples of how to 'take' 'resolve' tickets via email, I know how
to open new tickets in specific queue using mail.
Thanks. Askar
--
Gene LeDuc, GSEC
Security Analyst
San Diego State University
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[rt-users] Auto close tickets
Does any one have scripts to auto close tickets and remind customers who have not updated a ticket? What we want to do is after 7 days notify the requestor that a ticket is waiting for them to update if they do not they get an email that the case will close in 3 days and then have RT just close the ticket and send a note the ticket was closed due to lack of response. Mark Fuller ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
