Re: [rt-users] One requirement for RT notifications
Odhiambo; This been discussed few times before, and its on the wiki (but it appears the wiki been attacked again) .. To add the initial request to the mail message what you need is to change the Transaction template to something similar to: RT-Attach-Message: yes This is an admin correspondence: {$RT::WebURL}Ticket/Display.html?id={$Ticket-id} {$Transaction-CreatedAsString}: Request {$Ticket-id} was acted upon. Transaction: {$Transaction-Description} Queue: {$Ticket-QueueObj-Name} Subject: {$Transaction-Subject || $Ticket-Subject || (No subject given)} Owner: {$Ticket-OwnerObj-Name} Ticket Queue = {$Ticket-QueueObj-Name} Requestors: {$Ticket-RequestorAddresses} Status: {$Ticket-Status} Ticket URL: {$RT::WebURL}Ticket/Display.html?id={$Ticket-id} This ticket is now assigned to {$Ticket-OwnerObj-Name} = The initial request was: { my $cont = ''; my $trans = $Ticket-Transactions; $trans-Limit(FIELD = 'Type', VALUE = 'Create'); while (my $tran = $trans-Next) { my $attach = $tran-Attachments; while (my $msg = $attach-Next){ next unless $msg-ContentType =~ m!^(text/plain|message|text$)!i; my $content = $msg-Content; next unless $content; next if $cont eq $content; $cont = $content; my $wrapper = Text::Wrapper-new(columns=70); $cont = $wrapper-wrap($cont); } } $cont ; } = Barry L. Kline wrote: -BEGIN PGP SIGNED MESSAGE- Hash: SHA1 Odhiambo WASHINGTON wrote: * On 22/10/06 12:54 -0400, Barry L. Kline wrote: | -BEGIN PGP SIGNED MESSAGE- | Hash: SHA1 | | Odhiambo Washington wrote: | Hello All, | | I need to implement a request my users have raised regarding RT. | These are mainly to do with scrips, templates and display. | My RT instance has been running so smoothly that my grasp of these | things has somehow faded ;) | | [snip] | | This transaction appears to have no content | | cut | | My scrip for this is: | | On Owner Change Notify Owner with template Transaction | | My Transaction template has a last line: {$Transaction-Content()} | | | Q: Why could it be failing to pull the ticket content? | | I'm no expert, but I believe it's because the $Transaction object refers | to the transaction where the owner was changed. The Content() of this | transaction is empty. What you need to do is retrieve the ticket object | that this transaction refers to and pull its content. Hi Barry, Your explanation seems very correct! Do you have any pointers how I can achieve that though? I'm afraid not. As I said, I'm no expert on this. You can find out some more by studying the various templates in the software itself, or by looking at the wiki: http://wiki.bestpractical.com Barr -BEGIN PGP SIGNATURE- Version: GnuPG v1.2.6 (GNU/Linux) iD8DBQFFO/fpCFu3bIiwtTARAkOIAJwPxkaBnRuQT46Y4qjdsslzVn+HtQCfd9dS HrekJEPylKlo/f426axL7NI= =z+lp -END PGP SIGNATURE- ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] One requirement for RT notifications
Hi Roy, Thank you so much for this valuable clue. Before I posted this question, I had thoroughly scoured the wiki for clues, because I do remember seeing such a discussion, but I just could not find it! Perhaps there is something Jesse will do to secure the wiki. * On 23/10/06 10:53 +0100, Roy El-Hames wrote: | Odhiambo; | This been discussed few times before, and its on the wiki (but it | appears the wiki been attacked again) .. | To add the initial request to the mail message what you need is to | change the Transaction template to something similar to: | | RT-Attach-Message: yes | | | This is an admin correspondence: | {$RT::WebURL}Ticket/Display.html?id={$Ticket-id} | | {$Transaction-CreatedAsString}: Request {$Ticket-id} was acted upon. | Transaction: {$Transaction-Description} | Queue: {$Ticket-QueueObj-Name} | Subject: {$Transaction-Subject || $Ticket-Subject || (No subject | given)} | Owner: {$Ticket-OwnerObj-Name} | Ticket Queue = {$Ticket-QueueObj-Name} | Requestors: {$Ticket-RequestorAddresses} | Status: {$Ticket-Status} | Ticket URL: {$RT::WebURL}Ticket/Display.html?id={$Ticket-id} | | | This ticket is now assigned to {$Ticket-OwnerObj-Name} | = | The initial request was: | | { | my $cont = ''; | my $trans = $Ticket-Transactions; | $trans-Limit(FIELD = 'Type', VALUE = 'Create'); | while (my $tran = $trans-Next) { |my $attach = $tran-Attachments; |while (my $msg = $attach-Next){ | next unless $msg-ContentType =~ m!^(text/plain|message|text$)!i; | my $content = $msg-Content; | next unless $content; | next if $cont eq $content; | $cont = $content; | my $wrapper = Text::Wrapper-new(columns=70); | $cont = $wrapper-wrap($cont); | } | } | $cont ; | } | = | | Barry L. Kline wrote: | -BEGIN PGP SIGNED MESSAGE- | Hash: SHA1 | | Odhiambo WASHINGTON wrote: | | * On 22/10/06 12:54 -0400, Barry L. Kline wrote: | | -BEGIN PGP SIGNED MESSAGE- | | Hash: SHA1 | | | | Odhiambo Washington wrote: | | Hello All, | | | | I need to implement a request my users have raised regarding RT. | | These are mainly to do with scrips, templates and display. | | My RT instance has been running so smoothly that my grasp of these | | things has somehow faded ;) | | | | [snip] | | | | This transaction appears to have no content | | | | cut | | | | My scrip for this is: | | | | On Owner Change Notify Owner with template Transaction | | | | My Transaction template has a last line: {$Transaction-Content()} | | | | | | Q: Why could it be failing to pull the ticket content? | | | | I'm no expert, but I believe it's because the $Transaction object refers | | to the transaction where the owner was changed. The Content() of this | | transaction is empty. What you need to do is retrieve the ticket object | | that this transaction refers to and pull its content. | | | Hi Barry, | | Your explanation seems very correct! | Do you have any pointers how I can achieve that though? | | | | I'm afraid not. As I said, I'm no expert on this. You can find out | some more by studying the various templates in the software itself, or | by looking at the wiki: http://wiki.bestpractical.com | | Barr | -BEGIN PGP SIGNATURE- | Version: GnuPG v1.2.6 (GNU/Linux) | | iD8DBQFFO/fpCFu3bIiwtTARAkOIAJwPxkaBnRuQT46Y4qjdsslzVn+HtQCfd9dS | HrekJEPylKlo/f426axL7NI= | =z+lp | -END PGP SIGNATURE- | ___ | 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 | | cheers - wash +--+-+ Odhiambo Washington . WANANCHI ONLINE LTD (Nairobi, KE) | wash () WANANCHI ! com . 1ere Etage, Loita Hse, Loita St., | GSM: (+254) 722 743 223 . # 10286, 00100 NAIROBI | GSM: (+254) 733 744 121 . (+254) 020 313 985 - 9 | +-+--+ Oh My God! They killed init! You Bastards! --from a /. post ___ 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] One requirement for RT notifications
Hello All, I need to implement a request my users have raised regarding RT. These are mainly to do with scrips, templates and display. My RT instance has been running so smoothly that my grasp of these things has somehow faded ;) I have been asked to modify RT to achieve the following: 1. Whenever a ticket is assigned to a user by our RT mistress, the new owner is notified by e-mail. However, the new owners would like the contents of the ticket within the notification mail. Currently, they receive something like this: cut From: JohnDoe via RT [EMAIL PROTECTED] To: [EMAIL PROTECTED] Date: Wed, 18 Oct 2006 15:28:43 +0300 Subject: [domain.tld #49113] Else Thing Some Subject Wed Oct 18 15:28:42 2006: Request 9113 was acted upon. Transaction: Given to wash by JohnDoe Queue: info Subject: Else Thing Some Subject Owner: wash Requestors: [EMAIL PROTECTED] Status: open Ticket URL: http://rt.wananchi.com/Ticket/Display.html?id=49113 This transaction appears to have no content cut My scrip for this is: On Owner Change Notify Owner with template Transaction My Transaction template has a last line: {$Transaction-Content()} Q: Why could it be failing to pull the ticket content? cheers - wash +--+-+ Odhiambo Washington . WANANCHI ONLINE LTD (Nairobi, KE) | wash () WANANCHI ! com . 1ere Etage, Loita Hse, Loita St., | GSM: (+254) 722 743 223 . # 10286, 00100 NAIROBI | GSM: (+254) 733 744 121 . (+254) 020 313 985 - 9 | +-+--+ Oh My God! They killed init! You Bastards! --from a /. post ___ 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