Re: [rt-users] change queue not triggering Scrip
Hi Landon et al,
for any interested I did finally get this
working, the trick was adding RT::Base-_ImportOverlays(); before the
final return 1 in the commit subroutine. Once I added this the Scrip
with condition on queue change started working as per when changing
queues via the GUI.
So in case anyone else wants a custom action they
can use from rt-crontool for changing queues here is my final
code:
package RT::Action::QChange;
use strict;
use warnings;
use
base qw(RT::Action::Notify);
use Email::Address;
sub Prepare {
my
$self = shift;
return 1;
}
my $self;
sub Commit {
my $self =
shift;
my $argument = $self-Argument;
unless ( $argument ) {
$RT::Logger-error(Argument is mandatory for Test action);
return 0;
}
my ($status, $msg) = $self-TicketObj-SetQueue($argument);
if (
not $status ) {
RT::Logger-error(Could not reassign queue: $msg);
return 0;
}
RT::Base-_ImportOverlays();
return 1;
}
1;
[rt-users] change queue not triggering Scrip
Hi,
I've created a Scrip with condition On Queue Change but it
only works when I change the queue via the GUI. I've created a little
custom perl module in Actions to change the queue which works great (I'm
calling it from rt-crontool), but it doesn't trigger the Scrip. Anyone
any ideas what's going on?
thanks, Andy.
PS the code for my PM is
below:
use strict;
use warnings;
use RT::Queue;
use base
qw(RT::Action);
package RT::Action::Test;
my $self;
sub Prepare {
my
$self = shift;
return 1;
}
sub Commit {
my $self = shift;
my
$argument = $self-Argument;
unless ( $argument ) {
$RT::Logger-error(Argument is mandatory for Test action);
return 0;
}
my ($status, $msg) = $self-TicketObj-SetQueue($argument);
if (
not $status ) {
RT::Logger-error(Could not reassign queue:
$msg);
}
return 1;
}
1;
Re: [rt-users] change queue not triggering Scrip
On Mar 20, 2015, at 5:20 AM, a.sm...@ldex.co.uk wrote: Hi, I've created a Scrip with condition On Queue Change but it only works when I change the queue via the GUI. I've created a little custom perl module in Actions to change the queue which works great (I'm calling it from rt-crontool), but it doesn't trigger the Scrip. Anyone any ideas what's going on? I've noticed that some of the things done with rt-crontool don't get recorded and therefor don't trigger scrips. This might be because of something minor missing in your custom perl module (custom action). When the custom perl module changes the queue do you see a transaction listed in the ticket history reflecting the queue change or is the queue just different on the ticket with no mention of it in the ticket history? If there's no mention of it in the ticket history it means that the transaction is not recorded. This is similar, although not quite the same as, AddCustomFieldValue( Field ..., Value ..., RecordTransaction = 0 ). I'd probably try and find a way to get the queue change to be recorded in the ticket history that way it would trigger scrips such as the On Queue Change one you have that works when using the GUI. Landon Stewart : lstew...@iweb.com Lead Specialist, Abuse and Security Management Spécialiste principal, gestion des abus et sécurité http://iweb.com : +1 (888) 909-4932 signature.asc Description: Message signed with OpenPGP using GPGMail
Re: [rt-users] change queue not triggering Scrip
I've noticed that some of the things done with rt-crontool don't get recorded and therefor don't trigger scrips. This might be because of something minor missing in your custom perl module (custom action). When the custom perl module changes the queue do you see a transaction listed in the ticket history reflecting the queue change or is the queue just different on the ticket with no mention of it in the ticket history? Yep, I can see in the ticket root - Queue changed from where I am running the rt-crontool as the root user. So far as I can think that should be good enough right? thanks for the input though, Andy.
[rt-users] Change queue only
Is there a way to only change queue but not see it in summary? Example: User have rights only to this queues that was assigned to, lets say A, B, C. Sometimes ticket arrives that should be in queue D or E, but is registered in A or B or C. To not confuse user ideal solution will be that user in QuickSearch and 10 tickets without owner still can see only queue A,B or C, but in tickets details in thise queues can choose from dropdown menu also queue D or E as well as A,B or C. Is this achivable? RT is 4.0.10.
[rt-users] Change Queue
I would like to know if this is the place to ask if someone would write a custom action to be used by rt-crontool? I would like this custom action to change the queue on a ticket based on the list returned by the query from rt-crontool. Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 . 262-783-6261 ext. 2296 bba...@copesan.com www.copesan.com Servicing North America with Local Care -- RT Training in New York, October 8th and 9th: http://bestpractical.com/training
Re: [rt-users] Change Queue
Ok tried something on my own I copied SetPriority.pm module to ChangeQueue.pm
and change code to
When I try and execute this with rt-crontool I get
[Thu Sep 26 17:39:21 2013] [critical]: Failed to load module
RT::Action::ChangeQueue. () at /usr/bin/rt-crontool line 305.
(/usr/lib/perl5/vendor_perl/5.16.2/RT.pm:400)
Failed to load module RT::Action::ChangeQueue. () at /usr/bin/rt-crontool line
305.
I have compared the permissions on both file and everything looks the same.
package RT::Action::ChangeQueue;
use base 'RT::Action';
use strict;
use warnings;
#Do what we need to do and send it out.
#What does this type of Action does
sub Describe {
my $self = shift;
return (ref $self . will set a ticket's priority to the argument
provided.);
}
sub Prepare {
# nothing to prepare
return 1;
}
sub Commit {
my $self = shift;
my $currentqueue = $ticket-Queue;
## Did this to validate what is happening before I do it.
print Current Queue $currentqueue, New Queue $self-Argument\n;
#$self-TicketObj-SetQueue($self-Argument);
}
RT::Base-_ImportOverlays();
1;
Bryon Baker
Network Operations Manager
Copesan - Specialists in Pest Solutions
800-267-3726 . 262-783-6261 ext. 2296
bba...@copesan.com
www.copesan.com
Servicing North America with Local Care
-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Bryon Baker
Sent: Thursday, September 26, 2013 11:54 AM
To: RT Users
Subject: [rt-users] Change Queue
I would like to know if this is the place to ask if someone would write a
custom action to be used by rt-crontool?
I would like this custom action to change the queue on a ticket based on the
list returned by the query from rt-crontool.
Thanks
Bryon Baker
Network Operations Manager
Copesan - Specialists in Pest Solutions
800-267-3726 . 262-783-6261 ext. 2296
bba...@copesan.com
www.copesan.com
Servicing North America with Local Care
--
RT Training in New York, October 8th and 9th: http://bestpractical.com/training
--
RT Training in New York, October 8th and 9th: http://bestpractical.com/training
Re: [rt-users] Change Queue
Ok it looks like rt-crontool is not finding the new module I created.
Where should this new module be located?
Currently it is in the same location as the other modules.
/usr/lib/perl5/vendor_perl/5.16.2/RT/Action
Thanks
Bryon Baker
Network Operations Manager
Copesan - Specialists in Pest Solutions
800-267-3726 . 262-783-6261 ext. 2296
bba...@copesan.com
www.copesan.com
Servicing North America with Local Care
-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Bryon Baker
Sent: Thursday, September 26, 2013 12:46 PM
To: RT Users
Subject: Re: [rt-users] Change Queue
Ok tried something on my own I copied SetPriority.pm module to ChangeQueue.pm
and change code to
When I try and execute this with rt-crontool I get
[Thu Sep 26 17:39:21 2013] [critical]: Failed to load module
RT::Action::ChangeQueue. () at /usr/bin/rt-crontool line 305.
(/usr/lib/perl5/vendor_perl/5.16.2/RT.pm:400)
Failed to load module RT::Action::ChangeQueue. () at /usr/bin/rt-crontool line
305.
I have compared the permissions on both file and everything looks the same.
package RT::Action::ChangeQueue;
use base 'RT::Action';
use strict;
use warnings;
#Do what we need to do and send it out.
#What does this type of Action does
sub Describe {
my $self = shift;
return (ref $self . will set a ticket's priority to the argument
provided.); }
sub Prepare {
# nothing to prepare
return 1;
}
sub Commit {
my $self = shift;
my $currentqueue = $ticket-Queue;
## Did this to validate what is happening before I do it.
print Current Queue $currentqueue, New Queue $self-Argument\n;
#$self-TicketObj-SetQueue($self-Argument);
}
RT::Base-_ImportOverlays();
1;
Bryon Baker
Network Operations Manager
Copesan - Specialists in Pest Solutions
800-267-3726 . 262-783-6261 ext. 2296
bba...@copesan.com
www.copesan.com
Servicing North America with Local Care
-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Bryon Baker
Sent: Thursday, September 26, 2013 11:54 AM
To: RT Users
Subject: [rt-users] Change Queue
I would like to know if this is the place to ask if someone would write a
custom action to be used by rt-crontool?
I would like this custom action to change the queue on a ticket based on the
list returned by the query from rt-crontool.
Thanks
Bryon Baker
Network Operations Manager
Copesan - Specialists in Pest Solutions
800-267-3726 . 262-783-6261 ext. 2296
bba...@copesan.com
www.copesan.com
Servicing North America with Local Care
--
RT Training in New York, October 8th and 9th: http://bestpractical.com/training
--
RT Training in New York, October 8th and 9th: http://bestpractical.com/training
--
RT Training in New York, October 8th and 9th: http://bestpractical.com/training
Re: [rt-users] Change Queue
On 26 September 2013 10:45, Bryon Baker bba...@copesan.com wrote:
Ok tried something on my own I copied SetPriority.pm module to
ChangeQueue.pm and change code to
When I try and execute this with rt-crontool I get
[Thu Sep 26 17:39:21 2013] [critical]: Failed to load module
RT::Action::ChangeQueue. () at /usr/bin/rt-crontool line 305.
(/usr/lib/perl5/vendor_perl/5.16.2/RT.pm:400)
Failed to load module RT::Action::ChangeQueue. () at /usr/bin/rt-crontool
line 305.
I have compared the permissions on both file and everything looks the same.
package RT::Action::ChangeQueue;
use base 'RT::Action';
use strict;
use warnings;
#Do what we need to do and send it out.
#What does this type of Action does
sub Describe {
my $self = shift;
return (ref $self . will set a ticket's priority to the argument
provided.);
That looks weird… ref $self? That'd probably return HASH will set
ticket's… or something. I'd nuke it entirely anyway since you don't need
this sub.
sub Prepare {
# nothing to prepare
return 1;
}
Nuke this since you don't need it.
sub Commit {
my $self = shift;
my $currentqueue = $*ticket*-Queue;
You haven't dereferenced $self-TicketObj into $ticket yet above.
## Did this to validate what is happening before I do it.
print Current Queue $currentqueue, New Queue *$self-Argument*\n;
#$self-TicketObj-SetQueue($self-Argument);
}
This print line would be interpreted as:
print Current Queue .$currentqueue., New Queue .$self.-Argument\n;
Probably not what you want…
*By the way there might already be an action called SetQueue.pm in your
lib/RT/Actions/ directory.*
If you want to keep working on your module though - try this.
This ChangeQueue.pm should be located in /opt/rt4/lib/RT/Action/ or
equivalent. I've removed SetQueue() like you did so it won't actually
modify the ticket.
package RT::Action::ChangeQueue;
use base 'RT::Action';
use strict;
use warnings;
sub Commit {
my $self = shift;
my $ticket = $self-TicketObj;
my $cq = $ticket-Queue;
my $nq = $self-Argument;
print Current Queue $cq, New Queue $nq\n;
# or
print Current Queue .$self-TicketObj-Queue., New Queue
.$self-Argument.\n;
# or
print Current Queue .$ticket-Queue., New Queue
.$self-Argument.\n;
}
RT::Base-_ImportOverlays();
1;
Give this line a new Queue ID# and a ticket # and watch the magic:
/opt/rt4/bin/rt-crontool --search RT::Search::FromSQL --action
RT::Action::ChangeQueue --action-arg qid --transaction first --verbose
--search-arg 'id = ticketid'
--
Landon Stewart :: lstew...@iweb.com
Lead Specialist, Abuse and Security Management
Spécialiste principal, gestion des abus et sécurité
http://iweb.com :: +1 (888) 909-4932
--
RT Training in New York, October 8th and 9th: http://bestpractical.com/training
Re: [rt-users] Change Queue
Thanks Landon for the tips and info. The suggestions are working great and I
am moving on.
Also by the way there is not an action of this type in the actions directory.
Again Thanks
Bryon Baker
Network Operations Manager
Copesan - Specialists in Pest Solutions
800-267-3726 * 262-783-6261 ext. 2296
bba...@copesan.commailto:cstep...@copesan.com
www.copesan.comhttp://www.copesan.com/
Servicing North America with Local Care
From: Landon Stewart [mailto:lstew...@iweb.com]
Sent: Thursday, September 26, 2013 5:57 PM
To: Bryon Baker
Cc: RT Users
Subject: Re: [rt-users] Change Queue
On 26 September 2013 10:45, Bryon Baker
bba...@copesan.commailto:bba...@copesan.com wrote:
Ok tried something on my own I copied SetPriority.pm module to ChangeQueue.pm
and change code to
When I try and execute this with rt-crontool I get
[Thu Sep 26 17:39:21 2013] [critical]: Failed to load module
RT::Action::ChangeQueue. () at /usr/bin/rt-crontool line 305.
(/usr/lib/perl5/vendor_perl/5.16.2/RT.pm:400)
Failed to load module RT::Action::ChangeQueue. () at /usr/bin/rt-crontool line
305.
I have compared the permissions on both file and everything looks the same.
package RT::Action::ChangeQueue;
use base 'RT::Action';
use strict;
use warnings;
#Do what we need to do and send it out.
#What does this type of Action does
sub Describe {
my $self = shift;
return (ref $self . will set a ticket's priority to the argument
provided.);
That looks weird... ref $self? That'd probably return HASH will set
ticket's... or something. I'd nuke it entirely anyway since you don't need
this sub.
sub Prepare {
# nothing to prepare
return 1;
}
Nuke this since you don't need it.
sub Commit {
my $self = shift;
my $currentqueue = $ticket-Queue;
You haven't dereferenced $self-TicketObj into $ticket yet above.
## Did this to validate what is happening before I do it.
print Current Queue $currentqueue, New Queue $self-Argument\n;
#$self-TicketObj-SetQueue($self-Argument);
}
This print line would be interpreted as:
print Current Queue .$currentqueue., New Queue .$self.-Argument\n;
Probably not what you want...
By the way there might already be an action called SetQueue.pm in your
lib/RT/Actions/ directory.
If you want to keep working on your module though - try this. This
ChangeQueue.pm should be located in /opt/rt4/lib/RT/Action/ or equivalent.
I've removed SetQueue() like you did so it won't actually modify the ticket.
package RT::Action::ChangeQueue;
use base 'RT::Action';
use strict;
use warnings;
sub Commit {
my $self = shift;
my $ticket = $self-TicketObj;
my $cq = $ticket-Queue;
my $nq = $self-Argument;
print Current Queue $cq, New Queue $nq\n;
# or
print Current Queue .$self-TicketObj-Queue., New Queue
.$self-Argument.\n;
# or
print Current Queue .$ticket-Queue., New Queue .$self-Argument.\n;
}
RT::Base-_ImportOverlays();
1;
Give this line a new Queue ID# and a ticket # and watch the magic:
/opt/rt4/bin/rt-crontool --search RT::Search::FromSQL --action
RT::Action::ChangeQueue --action-arg qid --transaction first --verbose
--search-arg 'id = ticketid'
--
Landon Stewart :: lstew...@iweb.commailto:lstew...@iweb.com
Lead Specialist, Abuse and Security Management
Spécialiste principal, gestion des abus et sécurité
http://iweb.com :: +1 (888) 909-4932
--
RT Training in New York, October 8th and 9th: http://bestpractical.com/training
Re: [rt-users] Change Queue Name Not Persisting
Sorry, version v4. It must have been cached somewhere as it has corrected itself. -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Friday, September 20, 2013 1:50 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Change Queue Name Not Persisting On Fri, Sep 20, 2013 at 10:26:38AM -0400, Jason Ledford wrote: I have changed the queue name in an RT install and everything seems fine except any dropdowns, like new ticket it or quick ticket all still have the old name. I have rebooted and cleared mason cache. Any thoughts? I have shredded all data at this point so not concerned if data is interrupted. You don't say, but I assume you're running 3.8 and didn't log out and back in. This was addressed in 4.0. -kevin -- RT Training in New York, October 8th and 9th: http://bestpractical.com/training
[rt-users] Change Queue Name Not Persisting
I have changed the queue name in an RT install and everything seems fine except any dropdowns, like new ticket it or quick ticket all still have the old name. I have rebooted and cleared mason cache. Any thoughts? I have shredded all data at this point so not concerned if data is interrupted. Jason Ledford Systems Analyst The Biltmore Companyhttp://www.biltmore.com/ One North Pack Square Asheville, NC 28801 (828) 225-6127 -- RT Training in New York, October 8th and 9th: http://bestpractical.com/training
Re: [rt-users] Change Queue Name Not Persisting
On Fri, Sep 20, 2013 at 10:26:38AM -0400, Jason Ledford wrote: I have changed the queue name in an RT install and everything seems fine except any dropdowns, like new ticket it or quick ticket all still have the old name. I have rebooted and cleared mason cache. Any thoughts? I have shredded all data at this point so not concerned if data is interrupted. You don't say, but I assume you're running 3.8 and didn't log out and back in. This was addressed in 4.0. -kevin pgplMKJqM1f8E.pgp Description: PGP signature -- RT Training in New York, October 8th and 9th: http://bestpractical.com/training
[rt-users] change queue based on group membership
I would like to assign the queue based on the person's group membership. We have two regions we are supporting, and I would like the admincc's of each region to not be bothered with the other region's requests. I prefer to have one rtsupport email across all regions for standardization. I don't have enough staff to setup a delegator. So I would like it automated. The requestor email addresses are similar across regions, so it needs to be by group membership for southern and northern region. If the requestor has not been added to a group yet, then the request will go into the General queue, until I move them into the appropriate group and then move their first-time ticket. I have searched extensively, and have found queue transfers relating to email address, but not group membership. Can anyone point me in the right direction? Thanks Joe
Re: [rt-users] Change queue with a scrip before ticket creation.
On Tue, 2010-03-09 at 15:59 -0500, Jason A. Smith wrote:
On Mon, 2010-03-08 at 14:29 -0500, Jason A. Smith wrote:
I am trying to get the scrip to not notify anyone when the ticket is
automatically moved to a different queue, which is easy, but if the
ticket is not moved, it should notify the AdminCcs, just like normal.
What code in a Scrip will duplicate that default notify action?
I tried looking through the RT code to see if I could duplicate the
built-in notify admincc action, and came up with this custom action prep
scrip:
my $ScripActionObj = $self-ScripActionObj;
$ScripActionObj-Load('Notify', $self-TemplateObj-Id);
$ScripActionObj-SetExecModule('Notify');
$ScripActionObj-SetArgument('AdminCc');
$ScripActionObj-LoadAction(TransactionObj = $self-TransactionObj,
TicketObj = $self-TicketObj);
return($ScripActionObj-Prepare);
but it doesn't work right.
Okay, I think I found my mistake. I was missing an argument when
calling LoadAction: ScripObj = $self-ScripObj
After adding that, it seems to work right. Is this the right way to
replicate the built-in Notify AdminCcs Action with your own custom
scrip action?
~Jason
--
/--\
| Jason A. Smith Email: smit...@bnl.gov |
| Atlas Computing Facility, Bldg. 510MPhone: +1-631-344-4226 |
| Brookhaven National Lab, P.O. Box 5000 Fax: +1-631-344-7616 |
| Upton, NY 11973-5000, U.S.A. |
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Boston, MA, USA - April 5 6
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Re: [rt-users] Change queue with a scrip before ticket creation.
On Mon, 2010-03-08 at 14:29 -0500, Jason A. Smith wrote:
I am trying to get the scrip to not notify anyone when the ticket is
automatically moved to a different queue, which is easy, but if the
ticket is not moved, it should notify the AdminCcs, just like normal.
What code in a Scrip will duplicate that default notify action?
I tried looking through the RT code to see if I could duplicate the
built-in notify admincc action, and came up with this custom action prep
scrip:
my $ScripActionObj = $self-ScripActionObj;
$ScripActionObj-Load('Notify', $self-TemplateObj-Id);
$ScripActionObj-SetExecModule('Notify');
$ScripActionObj-SetArgument('AdminCc');
$ScripActionObj-LoadAction(TransactionObj = $self-TransactionObj,
TicketObj = $self-TicketObj);
return($ScripActionObj-Prepare);
but it doesn't work right. When I test it I get a message like this in
my RT logs:
RT: Scrip Commit 4 died. - Can't call method id on an undefined value
at /usr/lib/perl5/vendor_perl/5.8.8/RT/Action/SendEmail.pm line 300.
Stack:
Any ideas on what I am doing wrong and how I can get it to work
correctly?
Thanks,
~Jason
--
/--\
| Jason A. Smith Email: smit...@bnl.gov |
| Atlas Computing Facility, Bldg. 510MPhone: +1-631-344-4226 |
| Brookhaven National Lab, P.O. Box 5000 Fax: +1-631-344-7616 |
| Upton, NY 11973-5000, U.S.A. |
\--/
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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 queue with a scrip before ticket creation.
On Tue, 2010-03-02 at 20:12 -0500, Jason A. Smith wrote: It's possible, but is more complicated. Can you describe why moving ticket between queues doesn't work for you? The ticket would end up in the correct queue, but it generates some unnecessary email in the process when the admin watchers of the original queue are notified about the new ticket in their queue when it is created, when in fact it isn't meant for them, unless this can be suppressed when the needed queue move is detected. Will a false return from the custom action prep code prevent this? I guess I need to refer to my RT Essentials book again, tomorrow morning since it is in my office. Also, the default queue change template is just a basic change notification, so it doesn't contain the original problem description. I suppose with some extra logic, the original problem description could be added to some (or maybe all) of the queue change notification emails. I updated our queue change template to include the original content from the ticket creation transaction, that part wasn't too difficult. I even got the create scrip to look at the message and identify what I need, but I am having trouble duplicating what the built-in scrip does when it executes the Notify AdminCc action. I am trying to get the scrip to not notify anyone when the ticket is automatically moved to a different queue, which is easy, but if the ticket is not moved, it should notify the AdminCcs, just like normal. What code in a Scrip will duplicate that default notify action? ~Jason -- /--\ | Jason A. Smith Email: smit...@bnl.gov | | Atlas Computing Facility, Bldg. 510MPhone: +1-631-344-4226 | | Brookhaven National Lab, P.O. Box 5000 Fax: +1-631-344-7616 | | Upton, NY 11973-5000, U.S.A. | \--/ smime.p7s Description: S/MIME cryptographic signature ___ 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 queue with a scrip before ticket creation.
I suspect you do some extraction from content and then auto classification of tickets. That is what I would like to do. Can you do the processing/classification in procmail and have that deliver the mail straight into the correct queue? Cheers Toby LEGAL NOTICE Unless expressly stated otherwise, information contained in this message is confidential. If this message is not intended for you, please inform postmas...@ccdc.cam.ac.uk and delete the message. The Cambridge Crystallographic Data Centre is a company Limited by Guarantee and a Registered Charity. Registered in England No. 2155347 Registered Charity No. 800579 Registered office 12 Union Road, Cambridge CB2 1EZ. ___ 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 queue with a scrip before ticket creation.
I need to be able to change the Queue that a ticket is going to before it is created. Is this even possible with a scrip in RT? I tried a scrip with an OnCreate condition and SetQueue, but it still created the ticket in the original queue, then moved the ticket to the new queue after it was created. Is what I want to do even possible with rt-3.8.7 without hacking the core RT code? Any help to point me in the right direction would be greatly appreciated. Thanks, ~Jason -- /--\ | Jason A. Smith Email: smit...@bnl.gov | | Atlas Computing Facility, Bldg. 510MPhone: +1-631-344-4226 | | Brookhaven National Lab, P.O. Box 5000 Fax: +1-631-344-7616 | | Upton, NY 11973-5000, U.S.A. | \--/ smime.p7s Description: S/MIME cryptographic signature ___ 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 queue with a scrip before ticket creation.
Jason, scrips can not change what already happened. You can use callback in Create.html, but ticket creation is hardly tied to a queue because of custom fields. On Wed, Mar 3, 2010 at 2:06 AM, Jason A. Smith smit...@bnl.gov wrote: I need to be able to change the Queue that a ticket is going to before it is created. Is this even possible with a scrip in RT? I tried a scrip with an OnCreate condition and SetQueue, but it still created the ticket in the original queue, then moved the ticket to the new queue after it was created. Is what I want to do even possible with rt-3.8.7 without hacking the core RT code? Any help to point me in the right direction would be greatly appreciated. Thanks, ~Jason -- /--\ | Jason A. Smith Email: smit...@bnl.gov | | Atlas Computing Facility, Bldg. 510M Phone: +1-631-344-4226 | | Brookhaven National Lab, P.O. Box 5000 Fax: +1-631-344-7616 | | Upton, NY 11973-5000, U.S.A. | \--/ ___ 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 -- Best regards, Ruslan. ___ 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 queue with a scrip before ticket creation.
On Wed, 2010-03-03 at 02:16 +0300, Ruslan Zakirov wrote: Jason, scrips can not change what already happened. That's what I thought, by the time the scrip is run, it is already too late. You can use callback in Create.html, but ticket creation is hardly tied to a queue because of custom fields. Interesting, sounds like it may be close to what I want, but it only has an effect on the RT web interface. I would like to change the queue, based on certain info in the message, and do this for any method of ticket creation (email, web, rest). I guess I would need to modify RT/Ticket_Overlay.pm, examine the contents of MIMEObj and change the Queue parameter before SUPER::Create is called. Thanks, ~Jason On Wed, Mar 3, 2010 at 2:06 AM, Jason A. Smith smit...@bnl.gov wrote: I need to be able to change the Queue that a ticket is going to before it is created. Is this even possible with a scrip in RT? I tried a scrip with an OnCreate condition and SetQueue, but it still created the ticket in the original queue, then moved the ticket to the new queue after it was created. Is what I want to do even possible with rt-3.8.7 without hacking the core RT code? Any help to point me in the right direction would be greatly appreciated. Thanks, ~Jason -- /--\ | Jason A. Smith Email: smit...@bnl.gov | | Atlas Computing Facility, Bldg. 510MPhone: +1-631-344-4226 | | Brookhaven National Lab, P.O. Box 5000 Fax: +1-631-344-7616 | | Upton, NY 11973-5000, U.S.A. | \--/ ___ 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 -- /--\ | Jason A. Smith Email: smit...@bnl.gov | | Atlas Computing Facility, Bldg. 510MPhone: +1-631-344-4226 | | Brookhaven National Lab, P.O. Box 5000 Fax: +1-631-344-7616 | | Upton, NY 11973-5000, U.S.A. | \--/ smime.p7s Description: S/MIME cryptographic signature ___ 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 queue with a scrip before ticket creation.
On Wed, Mar 3, 2010 at 2:53 AM, Jason A. Smith smit...@bnl.gov wrote: On Wed, 2010-03-03 at 02:16 +0300, Ruslan Zakirov wrote: Jason, scrips can not change what already happened. That's what I thought, by the time the scrip is run, it is already too late. I suspect you do some extraction from content and then auto classification of tickets. I don't get why it's too late. You can use callback in Create.html, but ticket creation is hardly tied to a queue because of custom fields. Interesting, sounds like it may be close to what I want, but it only has an effect on the RT web interface. I would like to change the queue, based on certain info in the message, and do this for any method of ticket creation (email, web, rest). I guess I would need to modify RT/Ticket_Overlay.pm, examine the contents of MIMEObj and change the Queue parameter before SUPER::Create is called. It's possible, but is more complicated. Can you describe why moving ticket between queues doesn't work for you? Thanks, ~Jason -- Best regards, Ruslan. ___ 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 queue with a scrip before ticket creation.
On Wed, 2010-03-03 at 03:46 +0300, Ruslan Zakirov wrote: On Wed, Mar 3, 2010 at 2:53 AM, Jason A. Smith smit...@bnl.gov wrote: On Wed, 2010-03-03 at 02:16 +0300, Ruslan Zakirov wrote: Jason, scrips can not change what already happened. That's what I thought, by the time the scrip is run, it is already too late. I suspect you do some extraction from content and then auto classification of tickets. I don't get why it's too late. That is what I would like to do. You can use callback in Create.html, but ticket creation is hardly tied to a queue because of custom fields. Interesting, sounds like it may be close to what I want, but it only has an effect on the RT web interface. I would like to change the queue, based on certain info in the message, and do this for any method of ticket creation (email, web, rest). I guess I would need to modify RT/Ticket_Overlay.pm, examine the contents of MIMEObj and change the Queue parameter before SUPER::Create is called. It's possible, but is more complicated. Can you describe why moving ticket between queues doesn't work for you? The ticket would end up in the correct queue, but it generates some unnecessary email in the process when the admin watchers of the original queue are notified about the new ticket in their queue when it is created, when in fact it isn't meant for them, unless this can be suppressed when the needed queue move is detected. Will a false return from the custom action prep code prevent this? I guess I need to refer to my RT Essentials book again, tomorrow morning since it is in my office. Also, the default queue change template is just a basic change notification, so it doesn't contain the original problem description. I suppose with some extra logic, the original problem description could be added to some (or maybe all) of the queue change notification emails. I will have to play with this some more tomorrow. Thanks, ~Jason -- /--\ | Jason A. Smith Email: smit...@bnl.gov | | Atlas Computing Facility, Bldg. 510MPhone: +1-631-344-4226 | | Brookhaven National Lab, P.O. Box 5000 Fax: +1-631-344-7616 | | Upton, NY 11973-5000, U.S.A. | \--/ smime.p7s Description: S/MIME cryptographic signature ___ 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 queue with a scrip before ticket creation.
Here we used the following method: - an incoming queue without watchers, without anything except a scrip that dispatch tickets in others queues - a fallback error queue with admins as watcher in case the dispatch cannot be done. - a scrip that trigger on queue change in every queues except incoming queue to do usual oncreate things ___ 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 Queue order !!!
Hello Alberto, many Thanks for your answer !!! The right's configurations are ok. The only problem is, that on the quick search tab the queues are sorted alphabetically. And I will define my own sorting order (not alphabetically) Chau ;-)) Von: Alberto Villanueva [mailto:alberto.villanu...@altran.es] Gesendet: Mittwoch, 11. Februar 2009 10:23 An: Tariq Doukkali Betreff: RE: [rt-users] change Queue order !!! Hello Tariq! You have to modify the RT_Config.pm file, or creating a new file where you generate the new combobox (or textbox,...). But I suspect the problem is about permissions. Are they right?? Because my customers (each customer, see a concrete queue) only watch their queues :) Best regards from Spain! ALBERTO VILLANUEVA VAL Consultor [cid:image001.jpg@01C98C33.C97664D0] ParqueEmpresarial Las Mercedes, Edificio 1 C/ Campezo, 1. 28022 Madrid Tel : + 34 91 744 46 00 Fax: + 34 91 415 24 57 www.altran.eshttp://www.altran.es hr size=2 width=100% align=center De: Tariq Doukkali [mailto:tariq.doukk...@autoform.de] Enviado el: miércoles, 11 de febrero de 2009 10:07 Para: Alberto Villanueva Asunto: AW: [rt-users] change Queue order !!! Hello, I want change the sorting order of RT-queues, because our external customers (unprivileged users) can see only one queue inbox. Also Unprivileged users can create tickets only on this queue. After a supporter is notified, that a ticket is created, this supporter log on the server and move the ticket from inbox to the appropriate queue. The problem is, that when a support log on RT-system the inbox queue appear on the middle of the site. We have about 40 queues !!! Therefore I want change the sorting order of my queues so, that when a supporter log on, he will see inbox queue on the TOP of Quick-search tab. Best regards from Germany, Tariq Von: Alberto Villanueva [mailto:alberto.villanu...@altran.es] Gesendet: Mittwoch, 11. Februar 2009 09:57 An: Tariq Doukkali Betreff: RE: [rt-users] change Queue order !!! Hello Tariq, Could I ask to you why you want to do that?? Regards, ALBERTO VILLANUEVA VAL Consultor [cid:image001.jpg@01C98C33.C97664D0] ParqueEmpresarial Las Mercedes, Edificio 1 C/ Campezo, 1. 28022 Madrid Tel : + 34 91 744 46 00 Fax: + 34 91 415 24 57 www.altran.eshttp://www.altran.es hr size=2 width=100% align=center De: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] En nombre de Tariq Doukkali Enviado el: miércoles, 11 de febrero de 2009 7:45 Para: Torsten Brumm CC: rt-users@lists.bestpractical.com Asunto: Re: [rt-users] change Queue order !!! Hello, I mean the queue order inside the quicksearch. Thanks Von: Torsten Brumm [mailto:torsten.br...@googlemail.com] Gesendet: Dienstag, 10. Februar 2009 20:32 An: Tariq Doukkali Cc: rt-users@lists.bestpractical.com Betreff: Re: [rt-users] change Queue order !!! What do you mean? The queue order inside the quicksearch? This is in alphabetical order or do you mean inside a queue, the order of tickets? For this have a look for global setting inside RT_SiteConfig.pm or under user prefs for user based. Torsten 2009/2/10 Tariq Doukkali tariq.doukk...@autoform.demailto:tariq.doukk...@autoform.de Hello all, how can I change the order of my Queues ??? Many Thanks ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.commailto:sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- MFG Torsten Brumm http://www.torsten-brumm.de inline: image001.jpg___ 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] change Queue order !!!
Hello all, how can I change the order of my Queues ??? Many Thanks ___ 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] change Queue order !!!
Order?? You refers to priority?? Or, text in combo?? Regards, ALBERTO VILLANUEVA VAL Consultor Altran ParqueEmpresarial Las Mercedes, Edificio 1 C/ Campezo, 1. 28022 Madrid Tel : + 34 91 744 46 00 Fax: + 34 91 415 24 57 http://www.altran.es www.altran.es _ size=2 width=100% align=center De: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] En nombre de Tariq Doukkali Enviado el: martes, 10 de febrero de 2009 15:32 Para: rt-users@lists.bestpractical.com Asunto: [rt-users] change Queue order !!! Hello all, how can I change the order of my Queues ??? Many Thanks image001.jpg___ 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] change Queue order !!!
What do you mean? The queue order inside the quicksearch? This is in alphabetical order or do you mean inside a queue, the order of tickets? For this have a look for global setting inside RT_SiteConfig.pm or under user prefs for user based. Torsten 2009/2/10 Tariq Doukkali tariq.doukk...@autoform.de Hello all, how can I change the order of my Queues ??? Many Thanks ___ 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 -- MFG Torsten Brumm http://www.torsten-brumm.de ___ 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] change Queue order !!!
Hello, I mean the queue order inside the quicksearch. Thanks Von: Torsten Brumm [mailto:torsten.br...@googlemail.com] Gesendet: Dienstag, 10. Februar 2009 20:32 An: Tariq Doukkali Cc: rt-users@lists.bestpractical.com Betreff: Re: [rt-users] change Queue order !!! What do you mean? The queue order inside the quicksearch? This is in alphabetical order or do you mean inside a queue, the order of tickets? For this have a look for global setting inside RT_SiteConfig.pm or under user prefs for user based. Torsten 2009/2/10 Tariq Doukkali tariq.doukk...@autoform.demailto:tariq.doukk...@autoform.de Hello all, how can I change the order of my Queues ??? Many Thanks ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.commailto:sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- MFG Torsten Brumm http://www.torsten-brumm.de ___ 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] Change queue after N time.
Hi! I would like to change an open ticket from one queue to another after one day (or some other configurable period) if nobody has taken the ticket yet, but I'm a little confused. First I was trying to create a scrip on the On priority change, but I'm not sure when it happens. (if somebody can give some direction on this point I will be glad too). Anyway, I'm a little lost, any help is welcome. Thankz, Fábio Catunda. !DSPAM:46f94938117491883112027! ___ 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
[rt-users] Change queue and owner based on requestor's email address
Hi all I'm an absolute RT neophyte, so my apologies in advance. I've trawled through previous listings for solutions to similar requirements, but because I don't speak its programming dialect, I've not been able to successfully adapt things that I've found in the archives. So here's there the requirement: We want to maintain just one customer service email address which goes straight to RT, but would like each ticket to: 1) be assigned to the relevant major customer queue, based on the domain of the requestor's email address. For example, any email originating from [EMAIL PROTECTED] would go to the queue named Example. There will also be situations in which we will need to match to an entire email address rather than a domain, so an illustration of this variation would also be helpful. 2) be assigned to the customer's account manager as owner. But remembering my newbie status, I'd be grateful for any suggestions regarding the most efficient way to implement this for maybe 25 cases. Should I create a scrip for each different case, or build all of them into one scrip? I hope all this makes sense and will be very grateful for any assistance you good folk can offer. Thanks regards Neil (Perth, Western Australia) ___ 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
