Alex Peters, Fri, 26 Mar 2010 11:51:50 +1100:
Does anyone have a usage example of the SendEmail or Notify
modules to offer here? Failing that, a way to get a
Transaction object from a ticket might be enough (but I admit
that I barely know what I'm doing at this early stage).
Here's what I'm
Am 24.03.2010 14:43, schrieb Jesper Henriksen:
Hey all,
Is there a way to get reports on how much time a ticket has been open?
For example we would like to see the average time it takes from when a
customer reports a problem till we have closed the ticket. Bear in mind
that if the ticket is
Thanks Kevin!
That really helped me with scrip testing.
-Brian
-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin
Falcone
Sent: Thursday, March 25, 2010 1:23 PM
To: rt-users@lists.bestpractical.com
Kevin,
I didn't change the SendMailPath. Ahhh. That might be a problem. I
just looked in my RT_Config.pm file (because SendMailPath is not set in
RT_SiteConfig.pm) and it has the following: Set($SendmailPath,
'sendmailpipe'); Since this is case sensitive and the 'm' in 'mail' is
lower case,
Dear Users,
a little offtopic and more for german users, sorry for this.
Hallo,
anbei zwei Termine fuer das Fruehjahrs Fachgespraech FFG 2010 der GUUG zum
Thema RT.
1. 26.5.2010 10 - 18 Uhr - RT vom Setup bis zum ersten Workflow
2. 27.5.2010 17:30 - 18:15 - RT: Integration des RT in den
Hi Friends,
Just started using RT : Couple of questions plz !!
1. I have enabled the RT plugin inside OpenNMS to integrate it with
default installation of RT and create a Queue (OpenNMS).
Now is there a way / scrip to assign the ticket based on Server List
to owner defined and in different
I have been using 3.6 for about a year fairly successfully, and I
have more recently setup the CommandByMail extension to help in
closing tickets as part of my email work process. I use mutt for
email, and I wrote a perl script that takes an email on stdin and
sends an email with the same subject
It seems by default when a ticket is closed and someone emails into
the comment address, it doesn't re-open the ticket, which can caused
missed emails, etc.
Is there a way to have RT re-open the ticket if it detects a comment,
once closed?
Thanks!
Discover RT's hidden secrets with RT Essentials
Well in my RT_Config.pm, both $MailCommand and $SendmailPath are set to
sendmailpipe. I set the $MailCommand in the RT_SiteConfig.pm to be
sendmail and it worked, but I did not set $SendmailPath. Should they
both be set to the same value? They were both set to the sendmailpipe
when it stopped
Comments are used only by support personals, comments don't go to customer.
SO, when customer reply to closed ticket, it's re-opened.
Why you would like to have ticket re-open when someone (not customer)
comments?!?
On Friday, 26. Marchta 2010 18:51:40 Tyler Hall wrote:
It seems by default
We use comments to talk to vendors, therefore when a vendor replies
and the ticket is closed it doesn't do us much good.
Thanks,
Tyler
On Fri, Mar 26, 2010 at 10:04 AM, JJussi rt-us...@jjussi.com wrote:
Comments are used only by support personals, comments don't go to customer.
SO, when
On Fri, Mar 26, 2010 at 10:17:14AM -0700, Tyler Hall wrote:
We use comments to talk to vendors, therefore when a vendor replies
and the ticket is closed it doesn't do us much good.
Just mimic the existing scrip for ON Correspond Open Ticket with an On
Comment condition instead
-kevin
On Fri,
Hi, all.
I have a RT scrip which should to send a template in every time someone
create a ticket (through e-mail, obviously).
Although, I have other scrip which sends a template when the ticket is
closed. That's working OK.
I made a comparison between both and I already read the RT manual,
Thanks, works perfectly!
On Fri, Mar 26, 2010 at 11:38 AM, Kevin Falcone
falc...@bestpractical.com wrote:
On Fri, Mar 26, 2010 at 10:17:14AM -0700, Tyler Hall wrote:
We use comments to talk to vendors, therefore when a vendor replies
and the ticket is closed it doesn't do us much good.
Just
Hello,
I have the requirements to not send notifications 'on correspond' to
the requestors for a given queue (that's scrip #6). But I wish to keep
it for other queues.
Do I need to disable it (scrip fields Stage Disabled) and then
recreate it locally for all the other queues?
Thanks,
Thierry
When I wanted to do a similar thing,
I found it easier to modify the global scrip (Custom Condition)
to recognize a special address in that field for the queue:
return (($self-TransactionObj-Type eq Correspond)
($self-TicketObj-QueueObj-CorrespondAddress() ne NONE));
John
John,
That's a great idea.
Could I just test the queue name?
I am no that familiar with Perl/RT but could it be something like:
return ($self-TicketObj-QueueObj-Id ne MySpecialQueue);
(How do you access the queue name?)
Thierry
On Fri, Mar 26, 2010 at 3:48 PM, John Hascall j...@iastate.edu
Search for Dirk Papes QueueDeactivatedScrips. It is a nice addon (llittle
outdated, but still working) that will save you a lot of work!
http://page.mi.fu-berlin.de/dirkpape/rt3/HideGlobalScrips/
Torsten
2010/3/26 Thierry Thelliez thierry.thelliez.t...@gmail.com
Hello,
I have the
can someone please reply on below queries . Thanks!
On Fri, Mar 26, 2010 at 9:13 PM, Piyush Kumar piyku...@gmail.com wrote:
Hi Friends,
Just started using RT : Couple of questions plz !!
1. I have enabled the RT plugin inside OpenNMS to integrate it with
default installation of RT and
I've been reading the documentation and the Oreily book on RT and I'm
trying to figure out how to open a new ticket in the Billing queue
when a ticket in the Service queue is closed / resolved. I'm sure I
must have a syntax issue in my template but I can't find the
documentation on those
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