Re: [rt-users] RT-mailgate question

[Yavor Marinov]

Thanks Alex - it worked.

ps: excuse my previous mail since i mistaken your name

BR

On 7/8/2014 2:01 PM, Alex Peters wrote:
> A list of useful template snippets can be found on the wiki:
>
> http://requesttracker.wikia.com/wiki/TemplateSnippets#People
>
> It seems that you would get the desired information by adding this to
> the appropriate templates:
>
> { $Transaction->CreatorObj->Name }
>
> In your case, you probably want to add this to the Admin
> Correspondence, Admin Comment and Transaction templates.
>
>
> On 8 July 2014 18:02, Yavor Marinov  > wrote:
>
> Thanks for your time Peter.
>
> Currently in the received mail i need to add the username which
> took action over the ticket, nothing more
>
>
> On 7/8/2014 3:26 AM, Alex Peters wrote:
>>
>> From your description, it seems that the managers are currently
>> watching the ticket as AdminCCs.
>>
>> Can you please give an example of the information that you need
>> in the emails that are sent to the managers?
>>
>> The emails already show the name and email address of the person
>> adding correspondence to the ticket.  Ticket owner information is
>> already emailed when owner change occurs.
>>
>> On 08/07/2014 1:03 am, "Yavor Marinov" > > wrote:
>>
>> hey guys,
>>
>> i have again (probably) silly question. Is there any chance
>> when using
>> RT web interface, when replying the rt-mailgate to attach the
>> username
>> who did the action. Now, when replying to a ticket, via email
>> we receive
>> only the actual information written by user plus link to the
>> ticket. I'm
>> asking this, because some of our managers don't want to
>> handle with RT's
>> web interface, but needs info who actually took action over
>> the ticket
>>
>> Thanks in advance
>>
>> --
>> RT Training - Boston, September 9-10
>> http://bestpractical.com/training
>>
>
>

-- 
RT Training - Boston, September 9-10
http://bestpractical.com/training

Re: [rt-users] RT-mailgate question

[Alex Peters]

A list of useful template snippets can be found on the wiki:

http://requesttracker.wikia.com/wiki/TemplateSnippets#People

It seems that you would get the desired information by adding this to the
appropriate templates:

{ $Transaction->CreatorObj->Name }


In your case, you probably want to add this to the Admin Correspondence,
Admin Comment and Transaction templates.


On 8 July 2014 18:02, Yavor Marinov  wrote:

>  Thanks for your time Peter.
>
> Currently in the received mail i need to add the username which took
> action over the ticket, nothing more
>
>
>  On 7/8/2014 3:26 AM, Alex Peters wrote:
>
> From your description, it seems that the managers are currently watching
> the ticket as AdminCCs.
>
> Can you please give an example of the information that you need in the
> emails that are sent to the managers?
>
> The emails already show the name and email address of the person adding
> correspondence to the ticket.  Ticket owner information is already emailed
> when owner change occurs.
> On 08/07/2014 1:03 am, "Yavor Marinov"  wrote:
>
>> hey guys,
>>
>> i have again (probably) silly question. Is there any chance when using
>> RT web interface, when replying the rt-mailgate to attach the username
>> who did the action. Now, when replying to a ticket, via email we receive
>> only the actual information written by user plus link to the ticket. I'm
>> asking this, because some of our managers don't want to handle with RT's
>> web interface, but needs info who actually took action over the ticket
>>
>> Thanks in advance
>>
>> --
>> RT Training - Boston, September 9-10
>> http://bestpractical.com/training
>>
>
>
-- 
RT Training - Boston, September 9-10
http://bestpractical.com/training

Re: [rt-users] RT-mailgate question

[Yavor Marinov]

Thanks for your time Peter.

Currently in the received mail i need to add the username which took
action over the ticket, nothing more

On 7/8/2014 3:26 AM, Alex Peters wrote:
>
> From your description, it seems that the managers are currently
> watching the ticket as AdminCCs.
>
> Can you please give an example of the information that you need in the
> emails that are sent to the managers?
>
> The emails already show the name and email address of the person
> adding correspondence to the ticket.  Ticket owner information is
> already emailed when owner change occurs.
>
> On 08/07/2014 1:03 am, "Yavor Marinov"  > wrote:
>
> hey guys,
>
> i have again (probably) silly question. Is there any chance when using
> RT web interface, when replying the rt-mailgate to attach the username
> who did the action. Now, when replying to a ticket, via email we
> receive
> only the actual information written by user plus link to the
> ticket. I'm
> asking this, because some of our managers don't want to handle
> with RT's
> web interface, but needs info who actually took action over the ticket
>
> Thanks in advance
>
> --
> RT Training - Boston, September 9-10
> http://bestpractical.com/training
>

-- 
RT Training - Boston, September 9-10
http://bestpractical.com/training

Re: [rt-users] RT-mailgate question

[Alex Peters]

>From your description, it seems that the managers are currently watching
the ticket as AdminCCs.

Can you please give an example of the information that you need in the
emails that are sent to the managers?

The emails already show the name and email address of the person adding
correspondence to the ticket.  Ticket owner information is already emailed
when owner change occurs.
On 08/07/2014 1:03 am, "Yavor Marinov"  wrote:

> hey guys,
>
> i have again (probably) silly question. Is there any chance when using
> RT web interface, when replying the rt-mailgate to attach the username
> who did the action. Now, when replying to a ticket, via email we receive
> only the actual information written by user plus link to the ticket. I'm
> asking this, because some of our managers don't want to handle with RT's
> web interface, but needs info who actually took action over the ticket
>
> Thanks in advance
>
> --
> RT Training - Boston, September 9-10
> http://bestpractical.com/training
>
-- 
RT Training - Boston, September 9-10
http://bestpractical.com/training

[rt-users] RT-mailgate question

[Yavor Marinov]

hey guys,

i have again (probably) silly question. Is there any chance when using
RT web interface, when replying the rt-mailgate to attach the username
who did the action. Now, when replying to a ticket, via email we receive
only the actual information written by user plus link to the ticket. I'm
asking this, because some of our managers don't want to handle with RT's
web interface, but needs info who actually took action over the ticket

Thanks in advance

-- 
RT Training - Boston, September 9-10
http://bestpractical.com/training

Re: [rt-users] RT Mailgate question

[Kevin Falcone]

On Sun, May 25, 2014 at 08:02:24PM -0700, Jeevan wrote:
> When I first started working on Request Tracker, the concept was simple
> cause I was working in a local environment where a mail message would be
> sent directly to a predefined RT queue e.g. que...@rt.example.com or just
> queue1. However, now I want to do something like this in which a ticket is
> created by sending an email to a Gmail account, the RT-Mailgate reads the
> account and creates the ticket. I am using Sendmail and relaying everything
> to a mailserver located within my network. Any thoughts or insights would be
> much appreciated. Please and thank you!

rt-mailgate does not do pop or imap or any other mail client
protocols.  You set up fetchmail or getmail or any of the other mail
client systems and have them pipe mail to rt-mailgate.

-kevin


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[rt-users] RT Mailgate question

[Jeevan]

Hi there,

When I first started working on Request Tracker, the concept was simple
cause I was working in a local environment where a mail message would be
sent directly to a predefined RT queue e.g. que...@rt.example.com or just
queue1. However, now I want to do something like this in which a ticket is
created by sending an email to a Gmail account, the RT-Mailgate reads the
account and creates the ticket. I am using Sendmail and relaying everything
to a mailserver located within my network. Any thoughts or insights would be
much appreciated. Please and thank you!


Best regards,
Jeevan



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