On Wed, Mar 05, 2014 at 10:57:03AM -0500, Kevin Falcone wrote:
You've described the workflow of RT-Extension-Nagios which you can
probably steal code from. Alternately, if you don't want to create
the ticket and then merge it, you could use an override of
ExtractTicketId to 'fake' the
I have a situation where I am receiving updates from another automated
ticketing system which do not include our ticket tag, but do use their
own trouble ticket number in the Subject line. I want to attach all
the traffic from those updates to the same ticket.
The simplest way appears to be
Most of our incoming support queries go directly to the ticketing
system, but some wind up in mailboxes and are then bounced to the
correct queue. Occasionally, the queries are time-sensitive, and we
need to know when they came in without having to look at the full
ticket history.
I had to dig a
We are using RT 4.0.2, and are having problems with messages in recent
Mac Mail (5.3) not threading properly. I modified our comment
template to put Re: at the beginning of the subject, before the
SubjectTag, and that helped, but has not entirely fixed the problem.
Is anyone else dealing with
On Mon, May 10, 2010 at 02:15:36PM -0400, Jeff Blaine wrote:
Name:Occurred Date
Applies to: Tickets
Type:Enter multiple values
Validate:(?#-MM-DD)^\d\d\d\d-\d\d-\d\d$
Creating a new ticket via the web GUI is rejected with:
Occurred Date: Input must match
Can Ticket SQL handle date math? I want to search for tickets with
more than 24 hours between Told and LastUpdated, but can't find
examples thereof.
--
Eleanor J. (Piglet) Evans, e...@panix.com
Customer Support, (212) 741-4400
Discover RT's hidden secrets with RT Essentials from O'Reilly
On Thu, Mar 04, 2010 at 09:13:54PM -0500, Kevin Falcone wrote:
On Thu, Mar 04, 2010 at 05:25:40PM -0500, Eleanor J. Evans [Panix Staff]
wrote:
On Tue, Mar 02, 2010 at 06:46:20PM -0600, John Hascall wrote:
Is it possible to forward a ticket (including any custom fields)
out of RT via
On Tue, Mar 02, 2010 at 06:46:20PM -0600, John Hascall wrote:
Is it possible to forward a ticket (including any custom fields)
out of RT via email?
3.8.7 will forward the correspondence from a ticket, but you would
have to add the custom fields to its behavior.
--
Eleanor J. (Piglet) Evans,
RT doesn't seem to record forwards of tickets transactions. Am I
just missing something, or do I need to add it?
--
Eleanor J. (Piglet) Evans, e...@panix.com
Customer Support, (212) 741-4400
___
On Wed, Feb 03, 2010 at 09:32:39PM +0100, Albert Shih wrote:
After a new ticket is create (by mail), RT send a mail to the requester and
to the watcher of the queue.
I would like to known how the watcher can put a comment to this ticket
using the mail ?
When the watcher reply to the RT
On Thu, Jan 14, 2010 at 04:27:47PM -0500, Shawn M Moore wrote:
Not quite. We have documentation about dashboards at:
http://blog.bestpractical.com/2009/02/rt-38-tutorial-dashboards.html
http://wiki.bestpractical.com/view/ManualDashboards
If you still have questions after reading these, I'd be
On Wed, Jan 20, 2010 at 01:58:51PM -0800, Allen wrote:
?1. ?How can I modify RT so that when I search in the ?quick search? box at
the top right of the page it searches all tickets, including resolved
tickets?
The answer to that is in the wiki
Here:
On Thu, Dec 24, 2009 at 12:34:44PM -0500, Eleanor J. Evans [Panix Staff] wrote:
I've got a scrip template that saves comments or correspondence to a
customer's e-mail archive. I'd like to save the messages as
text/plain instead of text/html. I'm working in a 3.8.5 installation
that's been
I've got a scrip template that saves comments or correspondence to a
customer's e-mail archive. I'd like to save the messages as
text/plain instead of text/html. I'm working in a 3.8.5 installation
that's been patched to 3.8.7.
I want to strip the HTML from messages posted via the web. There
I'm working on a scrip to store past correspondence on a ticket in a
customer's e-mail archive when a customer id (custom field value) is
added to a ticket. I've got everything working, except that I'd
really like to send the original, unparsed e-mail, not what I'm
extracting from the message
On Thu, Dec 10, 2009 at 12:49:56PM -0500, Eleanor J. Evans [Panix Staff] wrote:
I'm working on a scrip to store past correspondence on a ticket in a
customer's e-mail archive when a customer id (custom field value) is
added to a ticket. I've got everything working, except that I'd
really like
On Thu, Dec 10, 2009 at 01:42:40PM -0500, Jason Ledford wrote:
I have just install the extract custom field module from cpan. I
have added the plugin to RT and I can see it from the System Config
page that shows it is loaded. There are no errors reported in the
log. When I go to create a
Is RT-OnlineDocs worth installing? It looks helpful.
How do you interrogate the RT API? perldoc? RT-OnlineDocs? Or
something else?
--
Eleanor J. (Piglet) Evans, e...@panix.com
Customer Support, (212) 741-4400
___
On Wed, Dec 09, 2009 at 09:46:39AM -0500, boxy...@gmail.com wrote:
Is there a way to disable sending acknowledgment Emails when a user is
automatically added when an Email request is received?
Delete your On Create Autorespond scrip, then put it back when you
want to autorespond. (Or edit the
On Sun, Nov 29, 2009 at 03:20:14PM -0800, John David Chapman wrote:
OK, Lets take this step by step.
I?m John Chapman, and my Customer is Joe Bloggs.
So?.
I log in using my superuser account ?John Chapman?.
I goto ConfigurationGlobalUser Rights, and see that ?Joe Bloggs? rights
are only set
On Fri, Nov 27, 2009 at 01:14:39PM +, David X. Glover wrote:
Currently, each of our queues have a group of people set as the
AdminCC, so that group is emailed whenever any changes happen to the
tickets in that queue.
I want to make it more granular, so that if a ticket has an owner,
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