Re: [rt-users] take and resolve actions via email
On Nov 28, 2007 1:49 AM, Gene LeDuc [EMAIL PROTECTED] wrote: Hi Mark (and Askar), After reviewing my previous advice, I've changed my mind. This should be a cleaner solution. Hi Gene Thanks again what if we do not to sent user/password to user which created the ticket will this script works without any change to it? Here we do not sent out credentials to those who created ticket. Regards, Askar ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. 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] take and resolve actions via email
The stuff I supplied doesn't send login credentials, or anything else in particular. It just modifies a scrip so that it will not send an email (in response to an incoming email) to non-AdminCcs if a specific custom field exists in the ticket and has some value assigned to it. If an email has user credentials in it and you don't want them to be there, just remove the code from that particular template. RT's default autoreply template does not include user credentials. Gene At 07:33 AM 11/29/2007, Asrai khn wrote: On Nov 28, 2007 1:49 AM, Gene LeDuc mailto:[EMAIL PROTECTED][EMAIL PROTECTED] wrote: Hi Mark (and Askar), After reviewing my previous advice, I've changed my mind. This should be a cleaner solution. Hi Gene Thanks again what if we do not to sent user/password to user which created the ticket will this script works without any change to it? Here we do not sent out credentials to those who created ticket. Regards, Askar ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. 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 -- Gene LeDuc, GSEC Security Analyst San Diego State University ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. 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] take and resolve actions via email
Ok I am very new to this so I added
$Ticket-_Set(Field = 'noemail', Value = 'yes', RecordTransaction = 0);
Now how do I tell the correspondence to look for that. And also if I change
the main script like that and I have the custom field set how do I get the
filed to be blank or no so that all future correspondence will work.
Again I am new to RT but we love it and are expanding it's use. I thought
about command by email but the CTO is concerned as am I with security and
this seems the safer way. Also we do want to comment via email
Mark Fuller
BandTel Engineering
603-528-6538 Option 2
603-528-6937 FAX
-Original Message-
From: Gene LeDuc [mailto:[EMAIL PROTECTED]
Sent: Monday, November 26, 2007 4:27 PM
To: Mark Fuller
Cc: rt-users@lists.bestpractical.com
Subject: RE: [rt-users] take and resolve actions via email
Hi Mark,
I'm not sure how you could change a correspondence transaction to a
comment. However...
If I wanted to just change the way that email is sent (only AdminCcs
getting an email), I'd add a custom field to the queue called
NoCorrespond and then modify the Correspondence template used for the On
Correspond scrip to include a check at the beginning to see if there is a
NoCorrespond field and whether it has anything in it. If so, exit the
template and don't send the email, otherwise proceed as usual. Then I'd
have the scrip I gave you put something into the NoCorrespond custom
field at the same time that it sets the owner and status. It's kind of
clunky and there are probably more elegant solutions, but I think it would
work. You might also want to make another scrip to send the mail to the
AdminCc when the NoCorrespond field gets something assigned to it (by
your other scrip), something like (I haven't tried this scrip, so it may
need work):
Condition: User Defined
Action: Notify AdminCcs as Comment
Template: Global template: Admin Comment
Custom condtion:
{ ### True on state change to NoCorrespond
my $Transaction = $self-TransactionObj;
my $val = $Transaction-Type eq CustomField
$Transaction-Field eq NoCorrespond
;
return $val;
}
Good luck!
Gene
At 12:00 PM 11/26/2007, Mark Fuller wrote:
Thanks Gene it works great but.. Is there a way to make it a comment so
only admin staff gets it
Mark Fuller
-Original Message-
From: Gene LeDuc [mailto:[EMAIL PROTECTED]
Sent: Monday, November 26, 2007 12:26 PM
To: Mark Fuller
Cc: rt-users@lists.bestpractical.com
Subject: RE: [rt-users] take and resolve actions via email
Hi Mark,
Here's the scrip we use to resolve tickets via e-mail.
In order to resolve a ticket this way, the e-mail must be from an
AdminCc for that queue and it must contain the word Ok on the first
line.
Description: Resolved by e-mail
Condition: User Defined
Action: User Defined
Template: Global template: Blank
Stage: TransactionCreate
Custom condition:
{ ### True if e-mail contains 'ok' - sets owner, resolves ticket
my $Transaction = $self-TransactionObj;
my $CreatorId = $Transaction-CreatorObj-Id;
my $Queue = $self-TicketObj-QueueObj;
my $val = $Transaction-Type eq 'Correspond'
$Queue-IsAdminCc($CreatorId)
$Transaction-Content =~ /\bok\s/i;
return $val;
}
Custom action prep code:
return 1;
Custom action cleanup code:
### Set Set owner to e-mail sender, status to 'resolved'
my $Ticket = $self-TicketObj;
my $Transaction = $self-TransactionObj;
my $CreatorId = $Transaction-CreatorObj-Id;
$Ticket-_Set(Field='Owner', Value=$CreatorId, RecordTransaction=0);
$Ticket-_Set(Field = 'Status', Value = 'resolved', RecordTransaction
= 0);
The 2 lines at the end of the cleanup code could also be:
$Ticket-SetOwner($CreatorId);
$Ticket-SetStatus('resolved');
but I use _Set instead because I don't want to fire off any more
transactions when I resolve tickets this way.
Regards,
Gene
--
Gene LeDuc, GSEC
Security Analyst
San Diego State University
___
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
SAVE THOUSANDS OF DOLLARS ON RT SUPPORT:
If you sign up for a new RT support contract before December 31, we'll take
up to 20 percent off the price. This sale won't last long, so get in touch
today.
Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745.
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] take and resolve actions via email
On Nov 26, 2007 9:28 PM, Gene LeDuc [EMAIL PROTECTED] wrote: This doesn't answer your question about special features, but it does tell you a way to do what you want to do. I resolve tickets via e-mail using 3.6.3 with a fairly simple scrip. When someone opens a ticket, I send out 2 e-mails. The first goes to the user who opened it - they get login credentials so they can look at the ticket. The second goes to the AdminCc list for the queue to notify them that there's a new ticket in the queue. If a reply comes in for that ticket, and the sender is one of the AdminCc, and the first line of the e-mail is Ok, then my scrip sets the ticket owner to the person who sent the message and the status to resolved. Otherwise the message just gets attached to the ticket. It would be simple to modify a scrip like that to do a take as well. If you're interested in following this trail, let me know. Hi Gene Sure i was interesting and thanks for posting the script :) Btw being very new to RT i wonders where to put the script ? Thanks. Askar. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. 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] take and resolve actions via email
Hi Mark (and Askar),
After reviewing my previous advice, I've changed my mind. This should be a
cleaner solution.
1. Don't mess with your templates.
2. I don't know whether _Set works with custom fields, so I'd use the
following to set your CF in the scrip I sent you. The scrip should
probably be a queue scrip, not global, unless you want to do this for all
your queues:
set_custom('noemail', yes, 0);
### Sets custom field value
### Usage: set_custom($field_name, $field_value, $record_transaction)
sub set_custom {
my ($CFName, $CFValue, $record) = @_;
$record = $record ? 1 : 0;
my $cf = RT::CustomField-new($RT::SystemUser);
my ($id,$msg) = $cf-LoadByName(Name=$CFName,);
if (!$id) {
$RT::Logger-debug(Error loading custom field '$CFName');
return undef;
}
($id, $msg) = $Ticket-AddCustomFieldValue
(Field=$cf, Value=$CFValue, RecordTransaction=$record);
}
3. Modify your Global Scrips #6 (On Correspond Notify Requestors and Ccs
with template Correspondence) and #7 (On Correspond Notify Other
Recipients with template Correspondence) and
a) change the Condition to User Defined; and
b) put the following code in the Custom condition area of both scrips:
{ ### True when transaction is incoming email and CF 'noemail' is not set
my $Transaction = $self-TransactionObj;
my $Ticket = $self-TicketObj;
my $val = $Transaction-Type eq Correspond
! get_custom(noemail);
return $val;
### Returns custom field value
### get_custom($field_name)
sub get_custom {
my $target_name = $_[0];
my $val = $Ticket-FirstCustomFieldValue($target_name);
return $val if defined $val;
return undef;
}
}
So you should have 2 scenarios now with incoming email.
1. Email is from AdminCc and contains trigger word(s) in first line.
a) Your new scrip fires and sets the CF 'noemail' to 'yes', Owner to
email sender, Status to resolved
b) Global scrip #5 (On Correspond Notify AdminCcs with template Admin
Correspondence) fires and sends mail to AdminCcs
c) Global scrips #6 and #7 do not fire because CF 'noemail' is set, so
no mail is sent to anyone else
2. Email is not from AdminCc or does not contain trigger word(s) in first
line:
a) Your new scrip does not fire because both conditions are not met, so
CF 'noemail' is not set
b) Global scrip #5 fires
c) Global scrips #6 and #7 fire because CF 'noemail' either doesn't
exist or is not set
Have fun!
Regards,
Gene
At 10:06 AM 11/27/2007, Mark Fuller wrote:
Ok I am very new to this so I added
$Ticket-_Set(Field = 'noemail', Value = 'yes', RecordTransaction = 0);
Now how do I tell the correspondence to look for that. And also if I change
the main script like that and I have the custom field set how do I get the
filed to be blank or no so that all future correspondence will work.
Again I am new to RT but we love it and are expanding it's use. I thought
about command by email but the CTO is concerned as am I with security and
this seems the safer way. Also we do want to comment via email
Mark Fuller
BandTel Engineering
603-528-6538 Option 2
603-528-6937 FAX
-Original Message-
From: Gene LeDuc [mailto:[EMAIL PROTECTED]
Sent: Monday, November 26, 2007 4:27 PM
To: Mark Fuller
Cc: rt-users@lists.bestpractical.com
Subject: RE: [rt-users] take and resolve actions via email
Hi Mark,
I'm not sure how you could change a correspondence transaction to a
comment. However...
If I wanted to just change the way that email is sent (only AdminCcs
getting an email), I'd add a custom field to the queue called
NoCorrespond and then modify the Correspondence template used for the On
Correspond scrip to include a check at the beginning to see if there is a
NoCorrespond field and whether it has anything in it. If so, exit the
template and don't send the email, otherwise proceed as usual. Then I'd
have the scrip I gave you put something into the NoCorrespond custom
field at the same time that it sets the owner and status. It's kind of
clunky and there are probably more elegant solutions, but I think it would
work. You might also want to make another scrip to send the mail to the
AdminCc when the NoCorrespond field gets something assigned to it (by
your other scrip), something like (I haven't tried this scrip, so it may
need work):
Condition: User Defined
Action: Notify AdminCcs as Comment
Template: Global template: Admin Comment
Custom condtion:
{ ### True on state change to NoCorrespond
my $Transaction = $self-TransactionObj;
my $val = $Transaction-Type eq CustomField
$Transaction-Field eq NoCorrespond
;
return $val;
}
Good luck!
Gene
At 12:00 PM 11/26/2007, Mark Fuller wrote:
Thanks Gene it works great but.. Is there a way to make it a comment so
only admin staff gets it
Mark Fuller
-Original Message-
From: Gene LeDuc [mailto:[EMAIL PROTECTED]
Sent: Monday, November 26, 2007 12:26 PM
To: Mark Fuller
Cc: rt-users@lists.bestpractical.com
Subject: RE: [rt-users
RE: [rt-users] take and resolve actions via email
So to be a pain but ran into an issue after setting up and testing.
Custom condition:
{ ### True if e-mail contains 'ok' - sets owner, resolves ticket
my $Transaction = $self-TransactionObj;
my $CreatorId = $Transaction-CreatorObj-Id;
my $Queue = $self-TicketObj-QueueObj;
my $val = $Transaction-Type eq 'Correspond'
$Queue-IsAdminCc($CreatorId)
$Transaction-Content =~ /\bok\s/i;
return $val;
}
I have a group of level 1 techs that do not have a unique logon since it is
an ever changing group of folks. is there a way that I can do this based on
the domain name of there email and set it to a specified user?
something like
[EMAIL PROTECTED] = creatorid 21
Also I found a way at least for my setup to get it to not send emails to
requestors. We send the message to the comment address and I changed it to
be
Custom condition:
{ ### True if e-mail contains 'ok' - sets owner, resolves ticket
my $Transaction = $self-TransactionObj;
my $CreatorId = $Transaction-CreatorObj-Id;
my $Queue = $self-TicketObj-QueueObj;
my $val = $Transaction-Type eq 'Comment'
$Queue-IsAdminCc($CreatorId)
$Transaction-Content =~ /\bok\s/i;
return $val;
}
and that works perfect for my level 2 and 3 support groups
Mark Fuller
BandTel Engineering
603-528-6538 Option 2
603-528-6937 FAX
-Original Message-
From: Gene LeDuc [mailto:[EMAIL PROTECTED]
Sent: Tuesday, November 27, 2007 3:50 PM
To: Mark Fuller; Asrai khn
Cc: rt-users@lists.bestpractical.com
Subject: RE: [rt-users] take and resolve actions via email
Hi Mark (and Askar),
After reviewing my previous advice, I've changed my mind. This should be a
cleaner solution.
1. Don't mess with your templates.
2. I don't know whether _Set works with custom fields, so I'd use the
following to set your CF in the scrip I sent you. The scrip should probably
be a queue scrip, not global, unless you want to do this for all your
queues:
set_custom('noemail', yes, 0);
### Sets custom field value
### Usage: set_custom($field_name, $field_value, $record_transaction)
sub set_custom {
my ($CFName, $CFValue, $record) = @_;
$record = $record ? 1 : 0;
my $cf = RT::CustomField-new($RT::SystemUser);
my ($id,$msg) = $cf-LoadByName(Name=$CFName,);
if (!$id) {
$RT::Logger-debug(Error loading custom field '$CFName');
return undef;
}
($id, $msg) = $Ticket-AddCustomFieldValue
(Field=$cf, Value=$CFValue, RecordTransaction=$record);
}
3. Modify your Global Scrips #6 (On Correspond Notify Requestors and Ccs
with template Correspondence) and #7 (On Correspond Notify Other
Recipients with template Correspondence) and
a) change the Condition to User Defined; and
b) put the following code in the Custom condition area of both scrips:
{ ### True when transaction is incoming email and CF 'noemail' is not set
my $Transaction = $self-TransactionObj;
my $Ticket = $self-TicketObj;
my $val = $Transaction-Type eq Correspond
! get_custom(noemail);
return $val;
### Returns custom field value
### get_custom($field_name)
sub get_custom {
my $target_name = $_[0];
my $val = $Ticket-FirstCustomFieldValue($target_name);
return $val if defined $val;
return undef;
}
}
So you should have 2 scenarios now with incoming email.
1. Email is from AdminCc and contains trigger word(s) in first line.
a) Your new scrip fires and sets the CF 'noemail' to 'yes', Owner to email
sender, Status to resolved
b) Global scrip #5 (On Correspond Notify AdminCcs with template Admin
Correspondence) fires and sends mail to AdminCcs
c) Global scrips #6 and #7 do not fire because CF 'noemail' is set, so no
mail is sent to anyone else
2. Email is not from AdminCc or does not contain trigger word(s) in first
line:
a) Your new scrip does not fire because both conditions are not met, so CF
'noemail' is not set
b) Global scrip #5 fires
c) Global scrips #6 and #7 fire because CF 'noemail' either doesn't exist
or is not set
Have fun!
Regards,
Gene
At 10:06 AM 11/27/2007, Mark Fuller wrote:
Ok I am very new to this so I added
$Ticket-_Set(Field = 'noemail', Value = 'yes', RecordTransaction = 0);
Now how do I tell the correspondence to look for that. And also if I change
the main script like that and I have the custom field set how do I get the
filed to be blank or no so that all future correspondence will work.
Again I am new to RT but we love it and are expanding it's use. I thought
about command by email but the CTO is concerned as am I with security and
this seems the safer way. Also we do want to comment via email
Mark Fuller
BandTel Engineering
603-528-6538 Option 2
603-528-6937 FAX
-Original Message-
From: Gene LeDuc [ mailto:[EMAIL PROTECTED]
mailto:[EMAIL PROTECTED]
Sent: Monday, November 26, 2007 4:27 PM
To: Mark Fuller
Cc: rt-users@lists.bestpractical.com
Subject: RE: [rt-users] take and resolve actions via email
Hi Mark
RE: [rt-users] take and resolve actions via email
I think you could make these changes in the scrip:
{ ### True if e-mail contains 'ok' - sets owner, resolves ticket
my $Transaction = $self-TransactionObj;
my $CreatorMail = $Transaction-CreatorObj-EmailAddress();
my $val = $Transaction-Type eq 'Correspond'
$CreatorIdMail =~ /[EMAIL PROTECTED]/i
$Transaction-Content =~ /\bok\s/i;
return $val;
}
At 01:37 PM 11/27/2007, Mark Fuller wrote:
So to be a pain but ran into an issue after setting up and testing.
Custom condition:
{ ### True if e-mail contains 'ok' - sets owner, resolves ticket
my $Transaction = $self-TransactionObj;
my $CreatorId = $Transaction-CreatorObj-Id;
my $Queue = $self-TicketObj-QueueObj;
my $val = $Transaction-Type eq 'Correspond'
$Queue-IsAdminCc($CreatorId)
$Transaction-Content =~ /\bok\s/i;
return $val;
}
I have a group of level 1 techs that do not have a unique logon since it
is an ever changing group of folks. is there a way that I can do this
based on the domain name of there email and set it to a specified user?
something like
mailto:[EMAIL PROTECTED][EMAIL PROTECTED] = creatorid 21
Also I found a way at least for my setup to get it to not send emails to
requestors. We send the message to the comment address and I changed it to be
Custom condition:
{ ### True if e-mail contains 'ok' - sets owner, resolves ticket
my $Transaction = $self-TransactionObj;
my $CreatorId = $Transaction-CreatorObj-Id;
my $Queue = $self-TicketObj-QueueObj;
my $val = $Transaction-Type eq 'Comment'
$Queue-IsAdminCc($CreatorId)
$Transaction-Content =~ /\bok\s/i;
return $val;
}
and that works perfect for my level 2 and 3 support groups
Mark Fuller?xml:namespace prefix = o ns =
urn:schemas-microsoft-com:office:office /
BandTel Engineering
603-528-6538 Option 2
603-528-6937 FAX
-Original Message-
From: Gene LeDuc [mailto:[EMAIL PROTECTED]
Sent: Tuesday, November 27, 2007 3:50 PM
To: Mark Fuller; Asrai khn
Cc: rt-users@lists.bestpractical.com
Subject: RE: [rt-users] take and resolve actions via email
Hi Mark (and Askar),
After reviewing my previous advice, I've changed my mind. This should be
a cleaner solution.
1. Don't mess with your templates.
2. I don't know whether _Set works with custom fields, so I'd use the
following to set your CF in the scrip I sent you. The scrip should
probably be a queue scrip, not global, unless you want to do this for all
your queues:
set_custom('noemail', yes, 0);
### Sets custom field value
### Usage: set_custom($field_name, $field_value, $record_transaction)
sub set_custom {
my ($CFName, $CFValue, $record) = @_;
$record = $record ? 1 : 0;
my $cf = RT::CustomField-new($RT::SystemUser);
my ($id,$msg) = $cf-LoadByName(Name=$CFName,);
if (!$id) {
$RT::Logger-debug(Error loading custom field '$CFName');
return undef;
}
($id, $msg) = $Ticket-AddCustomFieldValue
(Field=$cf, Value=$CFValue, RecordTransaction=$record);
}
3. Modify your Global Scrips #6 (On Correspond Notify Requestors and Ccs
with template Correspondence) and #7 (On Correspond Notify Other
Recipients with template Correspondence) and
a) change the Condition to User Defined; and
b) put the following code in the Custom condition area of both scrips:
{ ### True when transaction is incoming email and CF 'noemail' is not set
my $Transaction = $self-TransactionObj;
my $Ticket = $self-TicketObj;
my $val = $Transaction-Type eq Correspond
! get_custom(noemail);
return $val;
### Returns custom field value
### get_custom($field_name)
sub get_custom {
my $target_name = $_[0];
my $val = $Ticket-FirstCustomFieldValue($target_name);
return $val if defined $val;
return undef;
}
}
So you should have 2 scenarios now with incoming email.
1. Email is from AdminCc and contains trigger word(s) in first line.
a) Your new scrip fires and sets the CF 'noemail' to 'yes', Owner to
email sender, Status to resolved
b) Global scrip #5 (On Correspond Notify AdminCcs with template Admin
Correspondence) fires and sends mail to AdminCcs
c) Global scrips #6 and #7 do not fire because CF 'noemail' is set, so
no mail is sent to anyone else
2. Email is not from AdminCc or does not contain trigger word(s) in first
line:
a) Your new scrip does not fire because both conditions are not met, so
CF 'noemail' is not set
b) Global scrip #5 fires
c) Global scrips #6 and #7 fire because CF 'noemail' either doesn't
exist or is not set
Have fun!
Regards,
Gene
At 10:06 AM 11/27/2007, Mark Fuller wrote:
Ok I am very new to this so I added
$Ticket-_Set(Field = 'noemail', Value = 'yes', RecordTransaction = 0);
Now how do I tell the correspondence to look for that. And also if I change
the main script like that and I have the custom field set how do I get the
filed to be blank or no so that all future correspondence will work.
Again I am
Re: [rt-users] take and resolve actions via email
Hi Askar, This doesn't answer your question about special features, but it does tell you a way to do what you want to do. I resolve tickets via e-mail using 3.6.3 with a fairly simple scrip. When someone opens a ticket, I send out 2 e-mails. The first goes to the user who opened it - they get login credentials so they can look at the ticket. The second goes to the AdminCc list for the queue to notify them that there's a new ticket in the queue. If a reply comes in for that ticket, and the sender is one of the AdminCc, and the first line of the e-mail is Ok, then my scrip sets the ticket owner to the person who sent the message and the status to resolved. Otherwise the message just gets attached to the ticket. It would be simple to modify a scrip like that to do a take as well. If you're interested in following this trail, let me know. Regards, Gene At 06:55 AM 11/22/2007, Asrai khn wrote: while reading RT3 FAQs found that ... A2: RT 3.5 has support for take and resolve actions in rt-mailgate script, you can use them, but you should enable them in config. Wondering what to change in RT_SiteConfig.pm and can someone give me an examples of how to 'take' 'resolve' tickets via email, I know how to open new tickets in specific queue using mail. Thanks. Askar -- Gene LeDuc, GSEC Security Analyst San Diego State University ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. 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] take and resolve actions via email
I am interested in that script Mark Fuller BandTel Engineering 603-528-6538 Option 2 603-528-6937 FAX -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Gene LeDuc Sent: Monday, November 26, 2007 11:29 AM To: Asrai khn Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] take and resolve actions via email Hi Askar, This doesn't answer your question about special features, but it does tell you a way to do what you want to do. I resolve tickets via e-mail using 3.6.3 with a fairly simple scrip. When someone opens a ticket, I send out 2 e-mails. The first goes to the user who opened it - they get login credentials so they can look at the ticket. The second goes to the AdminCc list for the queue to notify them that there's a new ticket in the queue. If a reply comes in for that ticket, and the sender is one of the AdminCc, and the first line of the e-mail is Ok, then my scrip sets the ticket owner to the person who sent the message and the status to resolved. Otherwise the message just gets attached to the ticket. It would be simple to modify a scrip like that to do a take as well. If you're interested in following this trail, let me know. Regards, Gene At 06:55 AM 11/22/2007, Asrai khn wrote: while reading RT3 FAQs found that ... A2: RT 3.5 has support for take and resolve actions in rt-mailgate script, you can use them, but you should enable them in config. Wondering what to change in RT_SiteConfig.pm and can someone give me an examples of how to 'take' 'resolve' tickets via email, I know how to open new tickets in specific queue using mail. Thanks. Askar -- Gene LeDuc, GSEC Security Analyst San Diego State University ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. 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 SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. 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] take and resolve actions via email
Hi Mark,
Here's the scrip we use to resolve tickets via e-mail.
In order to resolve a ticket this way, the e-mail must be from an AdminCc
for that queue and it must contain the word Ok on the first line.
Description: Resolved by e-mail
Condition: User Defined
Action: User Defined
Template: Global template: Blank
Stage: TransactionCreate
Custom condition:
{ ### True if e-mail contains 'ok' - sets owner, resolves ticket
my $Transaction = $self-TransactionObj;
my $CreatorId = $Transaction-CreatorObj-Id;
my $Queue = $self-TicketObj-QueueObj;
my $val = $Transaction-Type eq 'Correspond'
$Queue-IsAdminCc($CreatorId)
$Transaction-Content =~ /\bok\s/i;
return $val;
}
Custom action prep code:
return 1;
Custom action cleanup code:
### Set Set owner to e-mail sender, status to 'resolved'
my $Ticket = $self-TicketObj;
my $Transaction = $self-TransactionObj;
my $CreatorId = $Transaction-CreatorObj-Id;
$Ticket-_Set(Field='Owner', Value=$CreatorId, RecordTransaction=0);
$Ticket-_Set(Field = 'Status', Value = 'resolved', RecordTransaction = 0);
The 2 lines at the end of the cleanup code could also be:
$Ticket-SetOwner($CreatorId);
$Ticket-SetStatus('resolved');
but I use _Set instead because I don't want to fire off any more
transactions when I resolve tickets this way.
Regards,
Gene
At 08:48 AM 11/26/2007, Mark Fuller wrote:
I am interested in that script
Mark Fuller
BandTel Engineering
603-528-6538 Option 2
603-528-6937 FAX
-Original Message-
From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf Of Gene LeDuc
Sent: Monday, November 26, 2007 11:29 AM
To: Asrai khn
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] take and resolve actions via email
Hi Askar,
This doesn't answer your question about special features, but it does tell
you a way to do what you want to do.
I resolve tickets via e-mail using 3.6.3 with a fairly simple scrip. When
someone opens a ticket, I send out 2 e-mails. The first goes to the user
who opened it - they get login credentials so they can look at the
ticket. The second goes to the AdminCc list for the queue to notify them
that there's a new ticket in the queue. If a reply comes in for that
ticket, and the sender is one of the AdminCc, and the first line of the
e-mail is Ok, then my scrip sets the ticket owner to the person who sent
the message and the status to resolved. Otherwise the message just gets
attached to the ticket. It would be simple to modify a scrip like that to
do a take as well.
If you're interested in following this trail, let me know.
Regards,
Gene
At 06:55 AM 11/22/2007, Asrai khn wrote:
while reading RT3 FAQs found that ...
A2: RT 3.5 has support for take and resolve actions in rt-mailgate
script, you can use them, but you should enable them in config.
Wondering what to change in RT_SiteConfig.pm and can someone give me an
examples of how to 'take' 'resolve' tickets via email, I know how to
open new tickets in specific queue using mail.
Thanks. Askar
--
Gene LeDuc, GSEC
Security Analyst
San Diego State University
___
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
SAVE THOUSANDS OF DOLLARS ON RT SUPPORT:
If you sign up for a new RT support contract before December 31, we'll take
up to 20 percent off the price. This sale won't last long, so get in touch today.
Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745.
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] take and resolve actions via email
Thanks is there a way to have it be a comment only so that only the admin
cc's get it?
Mark Fuller
BandTel Engineering
603-528-6538 Option 2
603-528-6937 FAX
-Original Message-
From: Gene LeDuc [mailto:[EMAIL PROTECTED]
Sent: Monday, November 26, 2007 12:26 PM
To: Mark Fuller
Cc: rt-users@lists.bestpractical.com
Subject: RE: [rt-users] take and resolve actions via email
Hi Mark,
Here's the scrip we use to resolve tickets via e-mail.
In order to resolve a ticket this way, the e-mail must be from an AdminCc
for that queue and it must contain the word Ok on the first line.
Description: Resolved by e-mail
Condition: User Defined
Action: User Defined
Template: Global template: Blank
Stage: TransactionCreate
Custom condition:
{ ### True if e-mail contains 'ok' - sets owner, resolves ticket
my $Transaction = $self-TransactionObj;
my $CreatorId = $Transaction-CreatorObj-Id;
my $Queue = $self-TicketObj-QueueObj;
my $val = $Transaction-Type eq 'Correspond'
$Queue-IsAdminCc($CreatorId)
$Transaction-Content =~ /\bok\s/i;
return $val;
}
Custom action prep code:
return 1;
Custom action cleanup code:
### Set Set owner to e-mail sender, status to 'resolved'
my $Ticket = $self-TicketObj;
my $Transaction = $self-TransactionObj;
my $CreatorId = $Transaction-CreatorObj-Id; $Ticket-_Set(Field='Owner',
Value=$CreatorId, RecordTransaction=0); $Ticket-_Set(Field = 'Status',
Value = 'resolved', RecordTransaction = 0);
The 2 lines at the end of the cleanup code could also be:
$Ticket-SetOwner($CreatorId);
$Ticket-SetStatus('resolved');
but I use _Set instead because I don't want to fire off any more
transactions when I resolve tickets this way.
Regards,
Gene
At 08:48 AM 11/26/2007, Mark Fuller wrote:
I am interested in that script
Mark Fuller
BandTel Engineering
603-528-6538 Option 2
603-528-6937 FAX
-Original Message-
From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf Of Gene
LeDuc
Sent: Monday, November 26, 2007 11:29 AM
To: Asrai khn
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] take and resolve actions via email
Hi Askar,
This doesn't answer your question about special features, but it does
tell you a way to do what you want to do.
I resolve tickets via e-mail using 3.6.3 with a fairly simple scrip.
When someone opens a ticket, I send out 2 e-mails. The first goes to
the user who opened it - they get login credentials so they can look at
the ticket. The second goes to the AdminCc list for the queue to
notify them that there's a new ticket in the queue. If a reply comes
in for that ticket, and the sender is one of the AdminCc, and the first
line of the e-mail is Ok, then my scrip sets the ticket owner to the
person who sent the message and the status to resolved. Otherwise the
message just gets attached to the ticket. It would be simple to modify
a scrip like that to do a take as well.
If you're interested in following this trail, let me know.
Regards,
Gene
At 06:55 AM 11/22/2007, Asrai khn wrote:
while reading RT3 FAQs found that ...
A2: RT 3.5 has support for take and resolve actions in rt-mailgate
script, you can use them, but you should enable them in config.
Wondering what to change in RT_SiteConfig.pm and can someone give me
an examples of how to 'take' 'resolve' tickets via email, I know how
to open new tickets in specific queue using mail.
Thanks. Askar
--
Gene LeDuc, GSEC
Security Analyst
San Diego State University
___
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
SAVE THOUSANDS OF DOLLARS ON RT SUPPORT:
If you sign up for a new RT support contract before December 31, we'll take
up to 20 percent off the price. This sale won't last long, so get in touch
today.
Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745.
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] take and resolve actions via email
Hi Mark,
I'm not sure how you could change a correspondence transaction to a
comment. However...
If I wanted to just change the way that email is sent (only AdminCcs
getting an email), I'd add a custom field to the queue called
NoCorrespond and then modify the Correspondence template used for the On
Correspond scrip to include a check at the beginning to see if there is a
NoCorrespond field and whether it has anything in it. If so, exit the
template and don't send the email, otherwise proceed as usual. Then I'd
have the scrip I gave you put something into the NoCorrespond custom
field at the same time that it sets the owner and status. It's kind of
clunky and there are probably more elegant solutions, but I think it would
work. You might also want to make another scrip to send the mail to the
AdminCc when the NoCorrespond field gets something assigned to it (by
your other scrip), something like (I haven't tried this scrip, so it may
need work):
Condition: User Defined
Action: Notify AdminCcs as Comment
Template: Global template: Admin Comment
Custom condtion:
{ ### True on state change to NoCorrespond
my $Transaction = $self-TransactionObj;
my $val = $Transaction-Type eq CustomField
$Transaction-Field eq NoCorrespond
;
return $val;
}
Good luck!
Gene
At 12:00 PM 11/26/2007, Mark Fuller wrote:
Thanks Gene it works great but.. Is there a way to make it a comment so only
admin staff gets it
Mark Fuller
-Original Message-
From: Gene LeDuc [mailto:[EMAIL PROTECTED]
Sent: Monday, November 26, 2007 12:26 PM
To: Mark Fuller
Cc: rt-users@lists.bestpractical.com
Subject: RE: [rt-users] take and resolve actions via email
Hi Mark,
Here's the scrip we use to resolve tickets via e-mail.
In order to resolve a ticket this way, the e-mail must be from an AdminCc
for that queue and it must contain the word Ok on the first line.
Description: Resolved by e-mail
Condition: User Defined
Action: User Defined
Template: Global template: Blank
Stage: TransactionCreate
Custom condition:
{ ### True if e-mail contains 'ok' - sets owner, resolves ticket
my $Transaction = $self-TransactionObj;
my $CreatorId = $Transaction-CreatorObj-Id;
my $Queue = $self-TicketObj-QueueObj;
my $val = $Transaction-Type eq 'Correspond'
$Queue-IsAdminCc($CreatorId)
$Transaction-Content =~ /\bok\s/i;
return $val;
}
Custom action prep code:
return 1;
Custom action cleanup code:
### Set Set owner to e-mail sender, status to 'resolved'
my $Ticket = $self-TicketObj;
my $Transaction = $self-TransactionObj;
my $CreatorId = $Transaction-CreatorObj-Id; $Ticket-_Set(Field='Owner',
Value=$CreatorId, RecordTransaction=0); $Ticket-_Set(Field = 'Status',
Value = 'resolved', RecordTransaction = 0);
The 2 lines at the end of the cleanup code could also be:
$Ticket-SetOwner($CreatorId);
$Ticket-SetStatus('resolved');
but I use _Set instead because I don't want to fire off any more
transactions when I resolve tickets this way.
Regards,
Gene
--
Gene LeDuc, GSEC
Security Analyst
San Diego State University
___
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
SAVE THOUSANDS OF DOLLARS ON RT SUPPORT:
If you sign up for a new RT support contract before December 31, we'll take
up to 20 percent off the price. This sale won't last long, so get in touch today.
Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745.
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
