You have to replace the default autoreply scrip with a new scrip with a
custom condition like so:
my $Ticket = $self->TicketObj;
my $Transaction = $self->TransactionObj;
if ( ($Transaction -> Type eq 'Create')
&& !($Ticket->Queue eq '55')
&& !($Ticket->Queue eq '65')
Odhiambo Washington wrote:
Why do you think RT should be able to read your mind? It follows the
order of events, but cannot contemplate that order.
That is a very eloquent way to put it :-)
In response to the original poster, you could experiment with
TransactionBatch mode and your "On Corr
Tim Wilson wrote:
Thanks for the help. That makes sense to me except for one thing. I'm
not sure where the $my_id comes from.
It's the numerical ID of the custom field. As a superuser, go to
Configuration, Custom Fields and open the Foo custom field. Then look at
the URL in your web browse
Changing ownership is a right associated with ModifyTicket, which
requires ShowTicket to be useful.
You could do it with queue rights; give somebody ShowTicket &
ModifyTicket on a Queue (call it "incoming" or something), then they can
assign the owner and move the ticket to a new queue where
Judson Main wrote:
Is anyone using this under 3.6.1?
I've been noddling with it for a week and can't get it to work.
I've got custom scrips in RT 3.4 that use Jesse Vincent's
Business::Hours module to compute a due date. Is that what you mean?
Rick R.
_
Not to mention all the tickets you'll with content like "thank you" and
"why are you sending me mail again?" and "please stop sending me mail I
don't want another ticket!"
Rick R.
Roy El-Hames wrote:
By creating a new ticket you are duplicating data, also the staff will
most likely have to
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> Now I?ve hit a problem, I want to display a property that I haven?t seen
> anywhere else (the name of the person who sent the replay on the
> ticket). Is there anywhere that will tell me the objects/properties of
Assuming that the reply is the cur
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Hi everybody. This question can probably only be answered by a true RT
guru. So, step up and prove yourself! I dare you!
We've got an RT 3.4.5 install (probably to move to 3.6 soon) that is
getting slower and slower for any transaction that involves
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The
rt list
and
rt show
command-line functions can probably give you want you need. Type "rt
help" at your server command line for more.
Rick R.
David Smithson wrote:
> Perhaps I should explain myself better. You can get a summary report f
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Tomasz Wlodek wrote:
> But Now I would like to see requestors real name. How do I do this?
>
> This must be a very simple, some line
>
> Requestor name - {$Ticket->}
Requestor name - {$Ticket->Requestors->UsersObj->First->RealName}
If th
Hey all,
I'm trying to develop a report for my department that shows which
tickets were worked by each of our IT staff members.
I've got a group with all the IT staff members in it. I want to extract
that list so I can then grep the ticket histories. The problem is, the
rt command line won't giv
David Di wrote:
> But in this case how can I set a CF's value as the purpose of a scrip is
> to do the job without manual intervention.
Two options:
(1) Set the rights on the Custom Field so that the user cannot manually
modify it.
(2) Set the scrip execution to "TransactionBatch", which shou
Jesse Vincent wrote:
> getting to a queue they don't have permissions to or something? (That
> looks really broken). Show us the message the user sends in?
I can verify that "Message not recorded" is the error you get if you do
not have permission to Reply to a ticket.
Make sure that Requestor
brian mccabe wrote:
> Does anyone have a neat way of changing the AdminCC:'s
> on a queue dynamically, based on the day and time of
> day?
I can think of a few ways to do it. The AdminCC watcher list for a Queue
can be modified by scrips. So you could have a script that does the
following.
--
Are you waiting long enough for the entire page to load? The pages sets
an authentication cookie; if the page doesn't completely load, the auth
cookie isn't set correctly and you're not authenticated.
The authentication is strictly cookie based, so there's no issue with
apache sessions or anythin
Samuel P. Howard wrote:
> Any suggestions or code fragments?
Template code:
Subject: {$Ticket->Subject}
{
if ( ($Ticket->Status eq 'new') || ($Ticket->Status eq 'open') ||
($Ticket->Status eq 'stalled') )
{
$OUT .=
"Thank you for submitting a request regarding
blah blah blah yada yada yad
The best way is to use Jesse Vincent's Business::Hours module to set up
a business hours schedule, then use the methods (like first_after) to
quickly determine whether the current time is in the business hours
schedule.
http://search.cpan.org/~jesse/Business-Hours-0.07/lib/Business/Hours.pm
All the solutions presented so far seem WAY too complicated.
It's really easy, and requires no custom programming.
(1) Set up groups of privileged RT users in Configuration, Groups for
each of the work groups in your organization. The nice thing about
making the groups now is that you can levera
Jesse Vincent wrote:
> On Wed, Apr 05, 2006 at 03:32:12PM -0500, Rick Russell wrote:
>> Jason Fenner wrote:
>>> use POSIX(strftime);
>> Be careful! RT uses a default PERL package called CTime that includes
>> its own versions of strftime, localtime, etc.
>
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