[rt-users] RT 3.8.4. How to switch SenderName from RealName to QueueName
Hello With RT 3.8.4 we want to setup the SenderName within emails that there will be only QueueName. Within config, $UseFriendlyFromLine is set to 1. When users send an email to RT, then they receive auto-reply email, where the FROM is: QueueName via RT But when someone replies from ticket, or resolves the ticket, there is his name, Real Name via RT . We need to have in all cases QueueName via RT , instead of Real Name via RT. What needs to be setup that Real Names will not be mentioned in FROM emails, and only QueueName Thanks, Miroslav -- View this message in context: http://old.nabble.com/RT-3.8.4.-How-to-switch-SenderName-from-RealName-to-QueueName-tp34198008p34198008.html Sent from the Request Tracker - User mailing list archive at Nabble.com.
Re: [rt-users] Attachments in Resolution email
Kenneth, yes please, provide me some details.
This is our template for Resolved email. But attachments are not working.
Subject: Vyriešené: {$Ticket-Subject}
RT-Attach-Message: yes
Podľa našich záznamov bola Vaša požiadavka VYRIEŠENÁ.
Ak máte akékoľvek ďalšie otázky alebo nejasnosti k úlohe, prosím odpovedzte
na túto správu, a úloha bude automaticky znovu otvorená v systéme.
Táto odpoveď je automaticky generovaná systémom RT-ZSE.
Ďakujeme.
{$Ticket-QueueObj-Description}
===
Resolution details
---
{
my $resolution_comment;
my $Transactions = $Ticket-Transactions;
$Transactions-Limit( FIELD = 'Type', VALUE = 'Comment' );
$Transactions-OrderByCols (
{ FIELD = 'Created', ORDER = 'DESC' },
{ FIELD = 'id', ORDER = 'DESC' },
);
my $CommentObj = $Transactions-First;
if( $CommentObj $CommentObj-id ) {
$resolution_comment = $CommentObj-Content;
}
$resolution_comment;
}
===
Request details:
---
{ $Ticket-Transactions-First-Content; }
Miroslav,
You can modify the resolve template to include the last comment and/or
include any attachments. When the ticket is resolved and the email sent, the
template will include all the data you want. I have an example if you want
it.
Kenn
LBNL
On Wed, May 25, 2011 at 7:03 AM, Mike Johnson mike.john...@nosm.ca wrote:
--
View this message in context:
http://old.nabble.com/Attachments-in-Resolution-email-tp31661517p31731075.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.
Re: [rt-users] Attachments in Resolution email
Hi Russlan I'm not the programmer, so I'm not very famous with the codes in the 2nd link you've provided. But if you remember, we have bough a single contract in the past for helping us with some incident within company (EON.IT Slovakia - Viktor Franik was the technician on our side) But, we need to have all 3 buttons: Comment, Reply, Resolve within ticket. Comment - using for internal comments within ticket, works with attachment. Reply - when contacting the user without closing ticket, works with attachment. Resolve - closing ticket with a resolution message (we need to have here also attachments). The email templates for Reply and Resolve are different. So if you can navigate me, what to do, to make possible that attachments will be send also with Resolve email template. Ruslan Zakirov-2 wrote: Hi, See the following in FAQ: The 'resolve' Transaction has no content http://requesttracker.wikia.com/wiki/FAQ May be you just need reply on resolve, not comment: http://requesttracker.wikia.com/wiki/ResolveSendsReply In the last case requestors recieve reply and everything attached to it. On Fri, May 20, 2011 at 9:43 AM, Miroslav Horvath aveng...@atlas.sk wrote: Hello I want to ask for help. We are running RT version 3.8.4 and we have problem, that attachments are not sent out with resolution emails. They only work when you make Reply from the ticket. But in more cases we need this option, that when some support agent is closing ticket(RESOLVE), he needs to send with that email also some attachment, and here it doesnt work. Is there any kind of hint or fix ? Q2: Is this needs added in version 4.0 ? BR, Miroslav -- View this message in context: http://old.nabble.com/Attachments-in-Resolution-email-tp31661517p31661517.html Sent from the Request Tracker - User mailing list archive at Nabble.com. -- Best regards, Ruslan. -- View this message in context: http://old.nabble.com/Attachments-in-Resolution-email-tp31661517p31696328.html Sent from the Request Tracker - User mailing list archive at Nabble.com.
[rt-users] Attachments in Resolution email
Hello I want to ask for help. We are running RT version 3.8.4 and we have problem, that attachments are not sent out with resolution emails. They only work when you make Reply from the ticket. But in more cases we need this option, that when some support agent is closing ticket(RESOLVE), he needs to send with that email also some attachment, and here it doesnt work. Is there any kind of hint or fix ? Q2: Is this needs added in version 4.0 ? BR, Miroslav -- View this message in context: http://old.nabble.com/Attachments-in-Resolution-email-tp31661517p31661517.html Sent from the Request Tracker - User mailing list archive at Nabble.com.
[rt-users] How to add into ticket history, that ticket was Forwarded to some email
Hello We are using RT 3.8.4. When someone uses the Forward button within tickets, he can send the info to some emails. But this information is not written in the ticket history, so we don't know that this thing happen. Is there some configuration, that this info will be also visible as a single line within history in tickets ? something like: Forwarded message to xxx.xxx...@.com Miroslav -- View this message in context: http://old.nabble.com/How-to-add-into-ticket-history%2C-that-ticket-was-Forwarded-to-some-email-tp3637p3637.html Sent from the Request Tracker - User mailing list archive at Nabble.com.
[rt-users] Translation to Slovak Language
Hello In the user interface there is an option to switch into Slovak. But the language is 90% Czech. Is there some file, which we can translate and upload into our RT ? To have 100% slovak translation. Miroslav -- View this message in context: http://old.nabble.com/Translation-to-Slovak-Language-tp29912971p29912971.html Sent from the Request Tracker - User mailing list archive at Nabble.com. RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
[rt-users] Attachments missing in RESOLVED template
Hello We have RT 3.8.4 running. Our users are missing the functionality, that when they put ticket to RESOLVED, writing some info into message field, and adding some attachments there, then the requestor receive the email but WITHOUT attachment. How we can change this ? Currently we have to make REPLY (with that attachment) and then hitting Resolve, but that's 2 steps with 2 emails to the requestor, which can be done by only one. BR, Miroslav -- View this message in context: http://old.nabble.com/Attachments-missing-in-RESOLVED-template-tp29697019p29697019.html Sent from the Request Tracker - User mailing list archive at Nabble.com. RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
[rt-users] Creating Child/Parent tickets with content (text) from original ticket
Hello We have a question. Some of our teams are creating parents or child tickets for other teams. But they want to have in these new tickets the content of the 1st ticket. Currently, when they create new ticket, there is nothing from the previous one, only relation. So they have to copypaste the contect from 1st ticket, paste it to this, and then save new child/parent ticket. Is there some way, that when someone click on create new child/parent ticket, that the contect from original ticket will be automatically put into this ticket ? The request is for basic contect of original ticket, the email which has created new ticket. Not the comments which are added after into the ticket. Thanks Miroslav -- View this message in context: http://old.nabble.com/Creating-Child-Parent-tickets-with-content-%28text%29-from-original-ticket-tp27874745p27874745.html Sent from the Request Tracker - User mailing list archive at Nabble.com. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] RT-Send-CC - mail is lost
Hello We found one thing which we don/t know what to do. In RT 3.8.4. we have 10 different queues, where each queue has different email address. We found a problem, that when someone in one queue resolves the ticket, and put into One time CC email address of another RT queue, the mail is sent out, but is not created in that 2nd queue as new ticket. It seems it's lost or so. Normally, RT works like, that when it founds in subject some ticket ID, it adds this email to that ticket. Is there some way, that when someone closed ticket in one queue, and put into One Time CC email address of another queue, the new ticket will be created in that queue and not added into original ticket according to subject. But, we still want to keep the option, that when someone replies to some ticket, within same Queue (same email address of that queue) the email will be put into this ticket. Example: Queue 1 has email address bill...@zse.sk Queue 2 has email address outboundcck...@zse.sk In queue1 agent resolved the ticket, and put into One time CC the email address of queue2. Normally, it sends out email with subject together with original ticket ID. We expect, that in the queue2 new ticket will be created. But nothing happen. No new ticket in queue2 or, original ticket is not updated with this comment (based on ticketID). When some normal user replies to some email from RT, it pastes his email to the ticket, so the Reply funcionality works. But the way between 2 queues within RT seems difficult. http://old.nabble.com/file/p27703389/Snap8.jpg Snap8.jpg Configuration of our RT. http://old.nabble.com/file/p27703389/Configuration%255B1%255D.html Configuration%5B1%5D.html -- View this message in context: http://old.nabble.com/RT-Send-CC---mail-is-lost-tp27703389p27703389.html Sent from the Request Tracker - User mailing list archive at Nabble.com. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] users do not see All latest unowned tickets, just few
Hello. We have some small issue, and we don't know how to fix it. In RT 3.8.4, we have 10 Queues, for different support teams. Each support team is able to see only his tickets and his queue. Now the example: In the RT we have 300 unowned tickets together, within all support teams. And now, when some agent from some team logs into RT, he does see only for example 2 new tickets in the 30 newest unowned tickets even if he should see 10. The problem is, that in the 30 newest unowned tickets there are 30 tickets from all queues. Me as an admin, I can see all tickets, and the users should see only their last 30 unowned tickets on the home page. But it works now like this. The agent see only 2 on the main page, and when he clicks on the link on 30 newest unowned tickets, on the page he see next 4 tickets, but on the bottom there are 10 pages, so when he clicks on next page, he see another 2, and so ... How to set the RT so, that each support team will see their last 30 unowned tickets on the main page which will not be affected by another unowned tickets from other teams. So if there is together 300 unonwned tickets for all teams, then each team will be able to see last 30 tickets on main page. See the pictures below. On the main page we see 2 tickets, but hittint the 30 tickets we got search result, where it found 752 tickets, but those are tickets from other teams, and those 7 other tickets even they are not owned and not very old are not displayed on main page. http://old.nabble.com/file/p27335366/Snap1.jpg Snap1.jpg http://old.nabble.com/file/p27335366/Snap2.jpg Snap2.jpg Here is the picture from my view, as an ADMIN. So I see all tickets (also all last 30 tickets) and all queues. http://old.nabble.com/file/p27335366/Snap3.jpg Snap3.jpg -- View this message in context: http://old.nabble.com/users-do-not-see-All-latest-unowned-tickets%2C-just-few-tp27335366p27335366.html Sent from the Request Tracker - User mailing list archive at Nabble.com. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] users do not see All latest unowned tickets, just few
Hi Russlan. Thanks for the help, especially from the guy who helped our company in the y2009, when've made an order and paid for a single incident in RT :-) So now, we set this SQL to 1, the results are now fixed, which is excelent. There is no performance degradation or other issues, so it's fine. Just for overview(maybe that's the reason why there's no performance degradation): System: Fedora CORE 8, kernel 2.6.26, 64 bit 2.6.26.8-57.fc8 #1 SMP Thu Dec 18 18:59:49 EST 2008 x86_64 x86_64 x86_64 GNU/Linux SQL: mysql Ver 14.12 Distrib 5.0.45, for redhat-linux-gnu (x86_64) using readline 5.0 Server: HP DL380G5, Intel Xeon E5450 64bit Quad Core 3Ghz, 16GB RAM 2x HP146GB 10k 2.5 SAS HDD in RAID 1+0. -- View this message in context: http://old.nabble.com/users-do-not-see-All-latest-unowned-tickets%2C-just-few-tp27335366p27335618.html Sent from the Request Tracker - User mailing list archive at Nabble.com. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Attachments missing in RESOLVE email
Ken, I'm interresting for the code you've mentioned. Could you or somebody else write me here that code or some similar, which will steal the attachment from last comment and then I can use it in Resolve template, so the Attachments which were put into ticket under Resolved phase will be available in the email from Resolved Template ? Ken Crocker wrote: Kevin, Correct. In fact, I put replied to an email like this awhile back with some code we wrote for a new Resolve template that includes code to include the last comment in the Email body. Kenn LBNL On 8/6/2009 9:46 AM, Kevin Falcone wrote: On Sat, Aug 01, 2009 at 12:38:04AM -0700, Miroslav Horvath wrote: gyus, you've started the discussion about something else. I've noticed, that in the Resolve email the attachments are not sent out. For example: I'm working on some ticket, and found some solution for the issue, that some .EXE patch must be applied. So I go to ticket, click on RESOLVE and put into attachment that .EXE patch file. And will write, that issue was resolved and the user must apply locally the patch which is attached in the resolution email. But in the resolution email which user received the attachment wasn't. Is there some workaround how to have attachment in it ? Miroslav The 'On Resolve' Scrip runs as a separate transaction, it runs during the resolve, not during the comment, so there are no attachments to send. You either need to steal some of the code linked from previous posts to look for the previous transaction's attachments or disable this script and change RT to send Correspondence rather than Comments when a ticket is resolved, and then RT-Attach will work -kevin ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 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 Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- View this message in context: http://www.nabble.com/Re%3A-Attachments-missing-in-RESOLVE-email-tp24739982p25221025.html Sent from the Request Tracker - User mailing list archive at Nabble.com. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Unowned tickets older then 24h are not displayed in Home page
Hello We saw, that on home page in X newest unowned tickets there are displayed only tickets which are not older than 24h ours. If there are some new unowned tickets, which are older, they are not displayed here. Is there some settings to set this ? So each unowned ticket will be displayed there, not only tickets 24h. BR, Miroslav -- View this message in context: http://www.nabble.com/Unowned-tickets-older-then-24h-are-not-displayed-in-Home-page-tp24808974p24808974.html Sent from the Request Tracker - User mailing list archive at Nabble.com. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Attachments missing in RESOLVE email
gyus, you've started the discussion about something else. I've noticed, that in the Resolve email the attachments are not sent out. For example: I'm working on some ticket, and found some solution for the issue, that some .EXE patch must be applied. So I go to ticket, click on RESOLVE and put into attachment that .EXE patch file. And will write, that issue was resolved and the user must apply locally the patch which is attached in the resolution email. But in the resolution email which user received the attachment wasn't. Is there some workaround how to have attachment in it ? -- View this message in context: http://www.nabble.com/Re%3A-Attachments-missing-in-RESOLVE-email-tp24739982p24766854.html Sent from the Request Tracker - User mailing list archive at Nabble.com. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Attachments missing in RESOLVE email
Hello
We have started using RT 3.8.4. and we found a problem with sending
attachments within Resolved email.
The template for RESOLVED starts with this:
Subject: Resolved: {$Ticket-Subject}
RT-Attach-Message: yes
when some agent works on ticket, and click on Resolve, he puts some comments
and add attachment to that, and finish it, end user receive email but
without that attachment.
We had same problem in RT 3.2.3 .
btw.: Through the Reply sending attachment works fine, but throught
Resolve it doesnt.
Do we need to set up something ?
RT is running on:
OS-Fedora CORE Linux $hostname 2.6.26.8-57.fc8 #1 SMP Thu Dec 18 18:59:49
EST 2008 x86_64 x86_64 x86_64 GNU/Linux
DB-mysql Ver 14.12 Distrib 5.0.45, for redhat-linux-gnu (x86_64) using
readline 5.0
BR, Miroslav
--
View this message in context:
http://www.nabble.com/Attachments-missing-in-RESOLVE-email-tp24564511p24564511.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.
___
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
Community help: http://wiki.bestpractical.com
Commercial support: sa...@bestpractical.com
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Searching for CustomFields
We have also some custom fields for some queues. To have it available in the Tickets search, perform this steps: 1. Chose the appropriate Queue ( on which custom fields are created, if they are not global ) 2. Hit add these therms 3. Customer field will be then available in the search and you can choose then the searching term I hope it's sufficient for you :) Br, Miroslav -- View this message in context: http://www.nabble.com/Searching-for-CustomFields-tp24735934p24736378.html Sent from the Request Tracker - User mailing list archive at Nabble.com. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
