[rt-users] RT with intranet
Dear, We're planning to install an intranet for our company, with knowledge base and complete cms. At the moment we use RT as our ticketing system. We want to integrate this into the intranet. What software do you advise to use in conjunction with RT? Preferable OSS. Thanks, P.
Re: [rt-users] modified from: address in replies
You mean the Reply Address? Only the reply-to: address is changed on our server, not the from: address. On Wed, Aug 25, 2010 at 6:15 PM, Kevin Falcone falc...@bestpractical.com wrote: On Wed, Aug 25, 2010 at 05:45:08PM +0200, polloxx wrote: OK: we have an request address for all queues, let's say h...@ourdomain.com, but for one particular queue we want to set a different from: address when our helpdesk dept. replies to the customer, eg: supp...@ourdomain.com. How can we establish this? Go to the Queue Admin page for that queue, check the correspond address. See my previous reply - On Wed, Aug 25, 2010 at 4:55 PM, Kevin Falcone I think you just want to change the Correspond Address on the queue admin page. No need for template hacking. -kevin 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 Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] modified from: address in replies
Kenn,
Thanks for your answer.
For that queue we use a blank template, with the Name'Blank' and on
the first line of the Content:
From: supp...@ourdomain.com
that's all.
P
On Tue, Aug 24, 2010 at 5:39 PM, Kenneth Crocker kfcroc...@lbl.gov wrote:
P,
That should work. If the template is in that Queue and the name is the same
name as what is normally used by the Global scrips, then that template
should override the Global one. We use that same idea (except it is the
To:) for some specific Users (QA Tester) listed in a Custom Field called
QA Approver:
To: {$Ticket-FirstCustomFieldValue('QA Approver')}...@lbl.gov
Subject: Request Titled: {$Ticket-Subject} is ready to begin QA Testing
---
TICKET INFORMATION:
Queue : {$Ticket-QueueObj-Name}
Number : {$Ticket-Id}
Subject: {$Ticket-Subject}
---
Priority is: {$Ticket-Priority}
Requestor : {$Ticket-Requestors-UserMembersObj-First-Name}
Created by: {$Ticket-CreatorObj-Name}
Created on: {substr($Ticket-Created, 0, 10)}
Owned by: {$Ticket-OwnerObj-Name}
Development Started on: {substr($Ticket-Started, 0, 10)}
Could you show what that template looks like, at least the first few lines?
Kenn
LBNL
On Tue, Aug 24, 2010 at 6:12 AM, polloxx poll...@gmail.com wrote:
Dear list,
We have an RT server v 3.8.7 with a queue per customer. For one queue
we want change the default from: address.
I've tried this with a customized template with:
from: supp...@ourdomain.com
in the first line but this does not work.
Other suggestions?
Thx,
P.
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 Training in Washington DC, USA on Oct 25 26 2010
Last one this year -- Learn how to get the most out of RT!
RT Training in Washington DC, USA on Oct 25 26 2010
Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] modified from: address in replies
We want to change the from: address, not the reply-to: address. How can we do this? On Wed, Aug 25, 2010 at 4:25 PM, Kevin Falcone falc...@bestpractical.com wrote: On Tue, Aug 24, 2010 at 03:12:04PM +0200, polloxx wrote: Dear list, We have an RT server v 3.8.7 with a queue per customer. For one queue we want change the default from: address. I've tried this with a customized template with: I think you just want to change the Correspond Address on the queue admin page. No need for template hacking. -kevin from: supp...@ourdomain.com in the first line but this does not work. Other suggestions? Thx, P. 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 Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT! RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] modified from: address in replies
OK: we have an request address for all queues, let's say h...@ourdomain.com, but for one particular queue we want to set a different from: address when our helpdesk dept. replies to the customer, eg: supp...@ourdomain.com. How can we establish this? On Wed, Aug 25, 2010 at 4:55 PM, Kevin Falcone falc...@bestpractical.com wrote: On Wed, Aug 25, 2010 at 04:45:53PM +0200, polloxx wrote: We want to change the from: address, not the reply-to: address. How can we do this? They're both set from the correspond address variable available globally or on a queue level. If you need to change ONLY the From: line (which is not the question your original mail asked) then the template solution is your best bet. -kevin On Wed, Aug 25, 2010 at 4:25 PM, Kevin Falcone falc...@bestpractical.com wrote: On Tue, Aug 24, 2010 at 03:12:04PM +0200, polloxx wrote: Dear list, We have an RT server v 3.8.7 with a queue per customer. For one queue we want change the default from: address. I've tried this with a customized template with: I think you just want to change the Correspond Address on the queue admin page. No need for template hacking. -kevin from: supp...@ourdomain.com in the first line but this does not work. Other suggestions? Thx, P. 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 Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT! 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 Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT! 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] modified from: address in replies
Dear list, We have an RT server v 3.8.7 with a queue per customer. For one queue we want change the default from: address. I've tried this with a customized template with: from: supp...@ourdomain.com in the first line but this does not work. Other suggestions? Thx, P. RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] RTFM gone
No, that doesn't help. On Tue, Apr 20, 2010 at 5:15 PM, Michael Finn mf...@nbutexas.com wrote: First thing that pops into my mind is the Set(@Plugins,qw(RT::FM)); line. There can be only one in the config file -- multiple Set(@Plugins,...) just overwrite what was set on a previous line. If you have more than one Set line, consolidate them into one Set statement. Mike -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of polloxx Sent: Tuesday, April 20, 2010 9:15 AM To: rt-users@lists.bestpractical.com Subject: [rt-users] RTFM gone RTFM seems gone on our RT. Until now it was not used, but I don't see the URL any longer at the web interface. We use RT 3.8.7 and RTFM 2.4.2 The tables for RTFM are still in the database but surfing to RTFM/index.html results in an error: The page you requested could not be found. RTFM was installed following the README and Set(@Plugins,qw(RT::FM)); is included in RT_SiteConfig.pm Any ideas how to fix this? Thanks, P. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] See owner
Hi, Is it possible to configure RT so that everyone can see who owns certain tickets ? Thanks, P. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] CommandByMail hide commands
It seems like the requestor receives mail sent to rt-comment. Or is this a option I can disable? On Tue, Mar 23, 2010 at 7:06 PM, Kenneth Marshall k...@rice.edu wrote: The comment address is the mail to RT that is only sent to admins and adminccs and not requestors or ccs. The default is usually rt-comment. I hope that helps. Ken On Mon, Mar 22, 2010 at 05:47:37PM +0100, polloxx wrote: Can you be more specific? I also posted my question on the cpanforum but that seems death. P. On Mon, Mar 22, 2010 at 2:04 PM, Kenneth Marshall k...@rice.edu wrote: What about using the comment address and not the E-mail address. It should also be possible to make a patch to strip them out, maybe to a separate attachment to help debug problems. Ken On Sun, Mar 21, 2010 at 01:39:53PM +0100, polloxx wrote: Dear list, Is there a way to hide CommandByMail commands from the requestor? When we 'resolve' a ticket via mail the requestor receives the mail. Can we hide this? Thx, P. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] CommandByMail hide commands
Can you be more specific? I also posted my question on the cpanforum but that seems death. P. On Mon, Mar 22, 2010 at 2:04 PM, Kenneth Marshall k...@rice.edu wrote: What about using the comment address and not the E-mail address. It should also be possible to make a patch to strip them out, maybe to a separate attachment to help debug problems. Ken On Sun, Mar 21, 2010 at 01:39:53PM +0100, polloxx wrote: Dear list, Is there a way to hide CommandByMail commands from the requestor? When we 'resolve' a ticket via mail the requestor receives the mail. Can we hide this? Thx, P. ___ 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 ___ 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] CommandByMail hide commands
Dear list, Is there a way to hide CommandByMail commands from the requestor? When we 'resolve' a ticket via mail the requestor receives the mail. Can we hide this? Thx, P. ___ 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] Fwd: CommandByMail
Someone who can help me? -- Forwarded message -- From: polloxx poll...@gmail.com Date: Mon, Mar 15, 2010 at 3:25 PM Subject: CommandByMail To: rt-users@lists.bestpractical.com When I try to install RT::Extension::CommandByMail on a Denian Lenny running Postfix I get the following error: cpan[2] install RT::Extension::CommandByMail Running install for module 'RT::Extension::CommandByMail' Running make for F/FA/FALCONE/RT-Extension-CommandByMail-0.07.tar.gz Has already been unwrapped into directory /root/.cpan/build/RT-Extension-CommandByMail-0.07-uY_a7u Has already been made Running make test PERL_DL_NONLAZY=1 /usr/bin/perl -MExtUtils::Command::MM -e test_harness(0, 'inc', 'blib/lib', 'blib/arch') t/00.load.t t/01.internals.t t/02.create.t t/03.update.t t/04.send.t t/pod-coverage.t t/pod.t t/00.load.t ... 2/5 # Testing RT::Extension::CommandByMail 0.07 t/00.load.t ... ok t/01.internals.t .. ok t/02.create.t . 1/140 Couldn't find ticket id in text: /opt/rt3/bin/rt-mailgate: temp file is '/tmp/1NlrEjisvS' /opt/rt3/bin/rt-mailgate: connecting to http://localhost//REST/1.0/NoAuth/mail-gateway An Error Occurred = 500 Internal Server Error /opt/rt3/bin/rt-mailgate: undefined server error # Failed test 'created ticket' # at t/02.create.t line 22. [Mon Mar 15 14:05:07 2010] [warning]: Use of uninitialized value $id in pattern match (m//) at /opt/rt3/lib/RT/Ticket_Overlay.pm line 158. (/opt/rt3/lib/RT/Ticket_Overlay.pm:158) [Mon Mar 15 14:05:07 2010] [warning]: Use of uninitialized value $id in concatenation (.) or string at /opt/rt3/lib/RT/Ticket_Overlay.pm line 179. (/opt/rt3/lib/RT/Ticket_Overlay.pm:179) Couldn't find ticket id in text: /opt/rt3/bin/rt-mailgate: temp file is '/tmp/uZFQegPJg2' /opt/rt3/bin/rt-mailgate: connecting to http://localhost//REST/1.0/NoAuth/mail-gateway An Error Occurred = 500 Internal Server Error /opt/rt3/bin/rt-mailgate: undefined server error and so on What am I doing wrong? RT version is 3.8.7 Thanks, P. ___ 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] CommandByMail
When I try to install RT::Extension::CommandByMail on a Denian Lenny running Postfix I get the following error: cpan[2] install RT::Extension::CommandByMail Running install for module 'RT::Extension::CommandByMail' Running make for F/FA/FALCONE/RT-Extension-CommandByMail-0.07.tar.gz Has already been unwrapped into directory /root/.cpan/build/RT-Extension-CommandByMail-0.07-uY_a7u Has already been made Running make test PERL_DL_NONLAZY=1 /usr/bin/perl -MExtUtils::Command::MM -e test_harness(0, 'inc', 'blib/lib', 'blib/arch') t/00.load.t t/01.internals.t t/02.create.t t/03.update.t t/04.send.t t/pod-coverage.t t/pod.t t/00.load.t ... 2/5 # Testing RT::Extension::CommandByMail 0.07 t/00.load.t ... ok t/01.internals.t .. ok t/02.create.t . 1/140 Couldn't find ticket id in text: /opt/rt3/bin/rt-mailgate: temp file is '/tmp/1NlrEjisvS' /opt/rt3/bin/rt-mailgate: connecting to http://localhost//REST/1.0/NoAuth/mail-gateway An Error Occurred = 500 Internal Server Error /opt/rt3/bin/rt-mailgate: undefined server error # Failed test 'created ticket' # at t/02.create.t line 22. [Mon Mar 15 14:05:07 2010] [warning]: Use of uninitialized value $id in pattern match (m//) at /opt/rt3/lib/RT/Ticket_Overlay.pm line 158. (/opt/rt3/lib/RT/Ticket_Overlay.pm:158) [Mon Mar 15 14:05:07 2010] [warning]: Use of uninitialized value $id in concatenation (.) or string at /opt/rt3/lib/RT/Ticket_Overlay.pm line 179. (/opt/rt3/lib/RT/Ticket_Overlay.pm:179) Couldn't find ticket id in text: /opt/rt3/bin/rt-mailgate: temp file is '/tmp/uZFQegPJg2' /opt/rt3/bin/rt-mailgate: connecting to http://localhost//REST/1.0/NoAuth/mail-gateway An Error Occurred = 500 Internal Server Error /opt/rt3/bin/rt-mailgate: undefined server error and so on What am I doing wrong? RT version is 3.8.7 Thanks, P. ___ 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] change rtname per queue
Dear, I want to change the rtname for one queue for autoreply like: [mycompany.com #36] AutoReply: to [mycustomer.com #36] AutoReply: I use rt 3.8.7. How can I do this? Thanks, P. ___ 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] change rtname per queue
Life can be easy. :) Thanks Roy. P. On Wed, Mar 10, 2010 at 5:23 PM, Raed El-Hames r...@vialtus.com wrote: Polloxx; From web ui , Configuration - Queues - Select Your Queue and in the Basics form , put mycustomer.com as Subject Tag. Regards; Roy polloxx wrote: Dear, I want to change the rtname for one queue for autoreply like: [mycompany.com #36] AutoReply: to [mycustomer.com #36] AutoReply: I use rt 3.8.7. How can I do this? Thanks, P. ___ 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 ___ 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] Move tickets to Queue
I've solved this by using procmail instead of /etc/aliases. It might not be the most elegant solution but it works for me: :0 * ^(F|f)rom.*gmail\.com | /opt/rt3/bin/rt-mailgate --queue 'Gmail' --action correspond --url http://domain.tld :0 * | /opt/rt3/bin/rt-mailgate --queue 'General' --action correspond --url http://domain.tld On Tue, Feb 23, 2010 at 3:38 PM, JJussi rt-us...@jjussi.com wrote: How about your own version of 'rt-mailgate'. Take existing rt-mailgate and add little bit code in it what selects right queue base on sender address. Then you just need that one /etc/aliases line: support:|my-rt-mailgate --action comment --url http://domain.com/; This is not what you have asked, but better choose right queue outside RT than inside. On Tuesday, 23. Februaryta 2010 15:16:42 polloxx wrote: Thanks for all your suggestions. How can I do this using Scrips, so without the need to go to /etc/aliases? @Kevin: How do I check the return value of Setqueue? @Jerrad: We only have a limited number of customers and needed queues. On Tue, Feb 23, 2010 at 3:31 AM, Jerrad Pierce jpie...@cambridgeenergyalliance.org wrote: On Mon, Feb 22, 2010 at 16:30, Jerrad Pierce jpie...@cambridgeenergyalliance.org wrote: As I'm new to RT I'm trying to setup a system for our needs. We want a queue for each customer. Tickets are created by email. However, if you really want to do this, and assuming you have a relatively fixed set of requestors/queues, the easiest way to handle this would be running rt-mailgate with --extension=queue; of course, your current method of scrips permits you to programatically create a morasse of queues. -- Cambridge Energy Alliance: Save money. Save the planet. ___ 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 -- JJussi ___ 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 ___ 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] Move tickets to Queue
Thanks for all your suggestions. How can I do this using Scrips, so without the need to go to /etc/aliases? @Kevin: How do I check the return value of Setqueue? @Jerrad: We only have a limited number of customers and needed queues. On Tue, Feb 23, 2010 at 3:31 AM, Jerrad Pierce jpie...@cambridgeenergyalliance.org wrote: On Mon, Feb 22, 2010 at 16:30, Jerrad Pierce jpie...@cambridgeenergyalliance.org wrote: As I'm new to RT I'm trying to setup a system for our needs. We want a queue for each customer. Tickets are created by email. However, if you really want to do this, and assuming you have a relatively fixed set of requestors/queues, the easiest way to handle this would be running rt-mailgate with --extension=queue; of course, your current method of scrips permits you to programatically create a morasse of queues. -- Cambridge Energy Alliance: Save money. Save the planet. ___ 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] Move tickets to Queue
Dear,
As I'm new to RT I'm trying to setup a system for our needs.
We want a queue for each customer. Tickets are created by email.
So I want to test this with my own gmail address:
I've created a queue called 'Gmail'.
In the General queue I've created a Scrip:
Condition: On Create
Action: User defined
Template: Global template: Blank
Stage: TransactionCreate
Custom action cleanup code:
if ($self-TicketObj-RequestorAddresses =~ /pollo...@gmail\.com/){
$self-TicketObj-SetQueue(Gmail);
return(1);
}
return(undef);
So a new created ticket should move from the 'General' to the 'Gmail'
queue but it doesn't. What am I doing wrong?
Thx,
P.
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Re: [rt-users] Move tickets to Queue
We only want one helpdesk address to send to. Depending on the from
address tickets should go to the appropriate queue.
On Mon, Feb 22, 2010 at 3:40 PM, JJussi rt-us...@jjussi.com wrote:
Hi!
Why you don't create gmail -queue email alias?
/etc/aliases
gmail: |/opt/rt3/bin/rt-mailgate --queue 'gmail' --action correspond --url
http://support.company.com/;
so when customer sends email to address gm...@company.com, it goes automaticly
to gmail -queue!
On Monday, 22. Februaryta 2010 16:25:33 polloxx wrote:
Dear,
As I'm new to RT I'm trying to setup a system for our needs.
We want a queue for each customer. Tickets are created by email.
So I want to test this with my own gmail address:
I've created a queue called 'Gmail'.
In the General queue I've created a Scrip:
Condition: On Create
Action: User defined
Template: Global template: Blank
Stage: TransactionCreate
Custom action cleanup code:
if ($self-TicketObj-RequestorAddresses =~ /pollo...@gmail\.com/){
$self-TicketObj-SetQueue(Gmail);
return(1);
}
return(undef);
So a new created ticket should move from the 'General' to the 'Gmail'
queue but it doesn't. What am I doing wrong?
Thx,
P.
___
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--
JJussi
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Washington DC, USA - Oct 25 26
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___
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