Re: [rt-users] RT::Action::SendEmail / RT::Action::Notify example?
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 doing to generate the comment: my $id = $ticket-Id; my $action_obj = RT::Action::RecordComment-new( Argument = undef, CurrentUser= $user, ScripActionObj = $void_scrip_action, ScripObj = $void_scrip, TemplateObj= $template, TicketObj = $ticket, TransactionObj = undef, ); warn $id: preparation failed\n if not $action_obj-Prepare; warn $id: commit failed\n if not $action_obj-Commit; I've had some more time to look into this, and I'm now using the RT::Action::Notify module in this way from my external script: my $id = $ticket-Id; my (undef, undef, $trans_obj) = $ticket-_NewTransaction( Type = '' ); my $action_obj = RT::Action::Notify-new( Argument = 'Owner,AdminCc', CurrentUser= $user, ScripActionObj = $void_scrip_action, ScripObj = $void_scrip, TemplateObj= $template, TicketObj = $ticket, TransactionObj = $trans_obj, ); warn $id: preparation failed\n if not $action_obj-Prepare; warn $id: commit failed\n if not $action_obj-Commit; I'm sure that using a private method is not the best way to achieve the outcome of sending an email and noting it in the ticket. Can anyone offer a cleaner solution than this? -- Cheers, Alex Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Reports based on duration between open and update/closed
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 closed and then re-opened, the duration in which
it was closed should not be counted.
It would also be nice if we could see how much time has passed from when
the requestor (customer) creates or updates a ticket till one of our
support members responds to it.
I've searched the list and google in every way I could imagine, but I
just can't crack this nut. Can anyone help? I'm trying to setup RT for
my new employer and these report features are critical to us.
Hi Jesper,
you can do this with an callback under
local/html/Callbacks/MyCallback/Elements/RT__Ticket/ColumnMap/Once
where you extend the ticket column_map.
Attached is the callback I use, where I compare created to resolved in days.
You can then add the new field 'DaysCreatedToResolved' to the ticket
search result.
If you also want to use it within the chart feature it is a little more
difficult. You have to copy lib/RT/Report/Tickets.pm to
local/lib/RT/Report/Tickets.pm and modify it.
Attached an diff of my version BUT this only works for mysql. I also
removed some lines from the diff because I have some other modifications
in this file, so don't apply the diff, use it as an example. One
limitation that I didn't fixed is, that the days (DaysCreatedToResolved)
are not sorted in the chart.
If anyone else have done something similar, I would appreciate feedback.
Chris
%ARGS
$COLUMN_MAP = {}
/%ARGS
%INIT
$COLUMN_MAP-{DaysCreatedToResolved} = {
title = 'DaysCreatedToResolved',
value = sub {
my $Created = $_[0]-CreatedObj-SetToMidnight;
my $Resolved = $_[0]-ResolvedObj-SetToMidnight;
return '' unless ( $Resolved 0 );
return ' 1' if ( $Resolved == $Created );
return ($Resolved-$Created)/60/60/24;
}
}
/%INIT--- /opt/rt3/lib/RT/Report/Tickets.pm 2009-11-18 10:49:45.0 +0100
+++ /opt/rt3/local/lib/RT/Report/Tickets.pm 2010-02-26 13:26:13.0
+0100
@@ -69,12 +69,13 @@
}
push @fields, map {$_, $_} qw(
+DaysCreatedToResolved
);
my $queues = $args{'Queues'};
@@ -229,6 +233,9 @@
$self-{_sql_report_watcher_users_alias_$type} = $u_alias;
}
@args{qw(ALIAS FIELD)} = ($u_alias, $column);
+} elsif ( $field =~ /DaysCreatedToResolved/ ) {
+my $alias = $args{'ALIAS'} || 'main';
+$args{'FUNCTION'} = IF(DATEDIFF($alias.Resolved, $alias.Created) = 0,
' 1', IF($alias.Resolved $alias.Created, DATEDIFF($alias.Resolved,
$alias.Created), NULL));
}
return %args;
}
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Re: [rt-users] RT Newbie Question
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 Subject: Re: [rt-users] RT Newbie Question On Thu, Mar 25, 2010 at 11:58:26AM -0500, Brian Lawson wrote: I am currently reading RT Essentials, and am now working on our company's RT administration. I'm trying to figure out why the owner isn't getting notified on ticket changes. I have the following scrip: If you are the owner and the NotifyActor setting is the default, RT won't generate mail to you. -kevin Description: On Change Notify Owner Condition: On Transaction The owners would like to be notified whenever there is a change to the ticket Action: Notify Owner Template: Global Template: Transaction Stage: TransactionCreate Our version of RT is 3.8.2 I see in the book the following: ... Jul 4 22:15:53 pallas RT: rt-3.2.head-5813-28448-22.1.5718764250...@example.com No recipients found. Not sending This usually means that you have a scrip set up to notify a ticket's Owner or AdminCc or manually entered Cc or Bcc recipients, but there weren't any. ... The statement says that there weren't any, but RT should know the owner's email address, as well as any AdminCCs, correct? Can you please help with this? This communication, together with any attachments hereto or links contained herein, is for the sole use of the intended recipient(s) and may contain information that is confidential or legally protected. If you are not the intended recipient, you are hereby notified that any review, disclosure, copying, dissemination, distribution or use of this communication is STRICTLY PROHIBITED. If you have received this communication in error, please notify the sender immediately by return e-mail message and delete the original and all copies of the communication, along with any attachments hereto or links herein, from your system. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com This communication, together with any attachments hereto or links contained herein, is for the sole use of the intended recipient(s) and may contain information that is confidential or legally protected. If you are not the intended recipient, you are hereby notified that any review, disclosure, copying, dissemination, distribution or use of this communication is STRICTLY PROHIBITED. If you have received this communication in error, please notify the sender immediately by return e-mail message and delete the original and all copies of the communication, along with any attachments hereto or links herein, from your system. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Mail suddenly quit -- Email.pm line 405 -- sendmailpipe
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, that might be the problem. Correct? -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 1:22 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Mail suddenly quit -- Email.pm line 405 -- sendmailpipe On Thu, Mar 25, 2010 at 11:55:14AM -0500, Brian Lawson wrote: I got it working by changing sendmailpipe to just sendmail and removing the -t option on the commands, but I still want to understand why it quit all of a sudden. You don't say what version you're running, but most likely your SendmailPath was wrong. sendmailpipe is not a program, but instead it tells RT to open a pipe to the sendmail command. -kevin -- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Brian Lawson Sent: Thursday, March 25, 2010 9:01 AM To: rt-users@lists.bestpractical.com Subject: [rt-users] Mail suddenly quit -- Email.pm line 405 -- sendmailpipe Newbie here. I have not changed anything in the RT_Config.pm and RT_SiteConfig.pm does not remap $MailCommand to anything else. Suddenly today I see the following message in the syslog: Mar 25 08:38:28 helpdesk RT: Can't exec sendmailpipe: No such file or directory at /opt/rt3/bin/../lib/RT/Interface/Email.pm line 405. (/opt/rt3/bin/../lib/RT/Interface/Email.pm:405) I have not been able to find the sendmailpipe executable, and do not know where it was previously. Can anyone help? This communication, together with any attachments hereto or links contained herein, is for the sole use of the intended recipient(s) and may contain information that is confidential or legally protected. If you are not the intended recipient, you are hereby notified that any review, disclosure, copying, dissemination, distribution or use of this communication is STRICTLY PROHIBITED. If you have received this communication in error, please notify the sender immediately by return e-mail message and delete the original and all copies of the communication, along with any attachments hereto or links herein, from your system. This communication, together with any attachments hereto or links contained herein, is for the sole use of the intended recipient(s) and may contain information that is confidential or legally protected. If you are not the intended recipient, you are hereby notified that any review, disclosure, copying, dissemination, distribution or use of this communication is STRICTLY PROHIBITED. If you have received this communication in error, please notify the sender immediately by return e-mail message and delete the original and all copies of the communication, along with any attachments hereto or links herein, from your system. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com This communication, together with any attachments hereto or links contained herein, is for the sole use of the intended recipient(s) and may contain information that is confidential or legally protected. If you are not the intended recipient, you are hereby notified that any review, disclosure, copying, dissemination, distribution or use of this communication is STRICTLY PROHIBITED. If you have received this communication in error, please notify the sender immediately by return e-mail message and delete the original and all copies of the communication, along with any attachments hereto or links herein, from your system. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] RT Presentation on FFG 2010 in Cologne
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 taeglichen Arbeitsprozess. Weitere Infos unter: http://www.guug.de/veranstaltungen/ffg2010/programm.html Gruss Torsten Kuehne + Nagel (AG Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), Dirk Blesius, Reiner Heiken, Bruno Mang, Alfred Manke, Christian Marnetté, Mark Reinhardt, Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft: Kuehne Nagel A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] RT : OpenNMS
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 Queue..? 2. Is there a way I can automatically create a ticket using some shell script..?? 3. I have also been able to successfully integrate RT with LDAP (AD) using RT-Authen-ExternalAuth plugin !! Is there a script which can import the LDAP users to RT : currently only the users which login to the system have there Users created in RT !! In case someone had already written a import script to get all the LDAP users created in RT - please share the info !! Thanks a lot!! 4. If I have a mail coming from open...@exampledomain.com - how to integrate that the replies from people through my SMTP server get appended to the history of the Ticket itself .? -- Thanks Regards, -Piyush Mail: piyku...@gmail.com Web: http://piyush.me/ -In a world without fences, limits, boundaries and walls, Who needs Windows and Gates? Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] email client integration
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 as to the comment address of
the queue, with Status: resolved. Then, I have
macro pager S pipe-entry~/bin/rtresolve.pl
in my muttrc so I just press a key while viewing the message to
close the ticket. However, I still don't have a good way of
seeing the status of tickets in mutt or another mail program. Has
anyone done anything like this, or have suggestions for my ticket
closing script?
#!/usr/bin/perl
use warnings;
use strict;
use Mail::Sendmail;
my ($replyto, $replyfrom, $subject, $queue, $rthost, $isaticket);
#it must be from the address RT thinks you have
$replyfrom=ni...@prgmr.com;
while (STDIN) {
chomp $_;
if (/^Reply-To: (@.*)$/) {$replyto=$1;}
if (/^RT-Ticket:/) {$isaticket=true;}
if (/^Subject: (.*)$/) {$subject=$1;}
}
if($isaticket) {
if ($replyto=~/^(.*)(-comment){0}@(.*)$/) {
$queue=$1;
$rthost=$3;
}
}
else {
print Not a ticket.\n;
exit(1);
}
my %mail=(
server = 'localhost',
from = $replyfrom,
to = $queue-comme...@$rthost,
subject = $subject,
body = 'Status: resolved',
);
sendmail(%mail) or die $Mail::Sendmail::error;
exit(0);
Thanks,
Nick Schmalenberger
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[rt-users] Re-open ticket on comment?
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 from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Mail suddenly quit -- Email.pm line 405 -- sendmailpipe
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 $SendmailPath. Should they both be set to the same value? They were both set to the sendmailpipe when it stopped working. The documentation in the RT_Config.pm file is terse in my opinion and doesn't explain how sendmailpipe actually works. -Brian -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Friday, March 26, 2010 10:19 AM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Mail suddenly quit -- Email.pm line 405 -- sendmailpipe On Fri, Mar 26, 2010 at 08:21:36AM -0500, Brian Lawson wrote: Kevin, I didn't change the SendMailPath. Ahhh. That might be a problem. I just looked in my RT_Config.pm file (because SendMailPath is not set in RT_SiteConfig.pm) and it has the following: Set($SendmailPath, 'sendmailpipe'); Since this is case sensitive and the 'm' in 'mail' is lower case, that might be the problem. Correct? Having SendmailPath set to something other than a path to a sendmail binary is almost certainly causing errors. You seem to be confusing SendmailPath and MailCommand, I suggest reviewing their docs in RT_Congif.pm -kevin -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 1:22 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Mail suddenly quit -- Email.pm line 405 -- sendmailpipe On Thu, Mar 25, 2010 at 11:55:14AM -0500, Brian Lawson wrote: I got it working by changing sendmailpipe to just sendmail and removing the -t option on the commands, but I still want to understand why it quit all of a sudden. You don't say what version you're running, but most likely your SendmailPath was wrong. sendmailpipe is not a program, but instead it tells RT to open a pipe to the sendmail command. -kevin -- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Brian Lawson Sent: Thursday, March 25, 2010 9:01 AM To: rt-users@lists.bestpractical.com Subject: [rt-users] Mail suddenly quit -- Email.pm line 405 -- sendmailpipe Newbie here. I have not changed anything in the RT_Config.pm and RT_SiteConfig.pm does not remap $MailCommand to anything else. Suddenly today I see the following message in the syslog: Mar 25 08:38:28 helpdesk RT: Can't exec sendmailpipe: No such file or directory at /opt/rt3/bin/../lib/RT/Interface/Email.pm line 405. (/opt/rt3/bin/../lib/RT/Interface/Email.pm:405) I have not been able to find the sendmailpipe executable, and do not know where it was previously. Can anyone help? This communication, together with any attachments hereto or links contained herein, is for the sole use of the intended recipient(s) and may contain information that is confidential or legally protected. If you are not the intended recipient, you are hereby notified that any review, disclosure, copying, dissemination, distribution or use of this communication is STRICTLY PROHIBITED. If you have received this communication in error, please notify the sender immediately by return e-mail message and delete the original and all copies of the communication, along with any attachments hereto or links herein, from your system. This communication, together with any attachments hereto or links contained herein, is for the sole use of the intended recipient(s) and may contain information that is confidential or legally protected. If you are not the intended recipient, you are hereby notified that any review, disclosure, copying, dissemination, distribution or use of this communication is STRICTLY PROHIBITED. If you have received this communication in error, please notify the sender immediately by return e-mail message and delete the original and all copies of the communication, along with any attachments hereto or links herein, from your system. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com This communication, together with any attachments hereto or links contained herein, is for the sole use of the intended recipient(s) and may contain information that is confidential or legally protected. If you are not the intended recipient, you are hereby notified that any review, disclosure, copying, dissemination, distribution or use of this communication is STRICTLY PROHIBITED. If you have
Re: [rt-users] Re-open ticket on comment?
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 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 from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- JJussi Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Re-open ticket on comment?
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 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 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 from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- JJussi Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Re-open ticket on comment?
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, 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 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 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 from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- JJussi Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com pgp6mjHuitL4w.pgp Description: PGP signature Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] RT Scrip doesn't work
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, it seems they are correctly configured. So, why doesn't RT send an e-mail when the ticket is opened? Hugs, -- Wagner Pereira PoP-SP/RNP - Ponto de Presença da RNP em São Paulo CCE/USP - Centro de Computação Eletrônica da Universidade de São Paulo http://www.pop-sp.rnp.br Tel. (11) 3091-8901 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Re-open ticket on comment?
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 mimic the existing scrip for ON Correspond Open Ticket with an On Comment condition instead -kevin Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Can a global scrip be disabled for a given queue?
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 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Can a global scrip be disabled for a given queue?
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) ($self-TicketObj-QueueObj-CorrespondAddress() ne NONE)); John --- John Hascall, j...@iastate.edu Team Lead, NIADS (Network Infrastructure, Authentication Directory Services) IT Services, The Iowa State University of Science and Technology Hello, I have the requirements to not send notifications 'on correspond' to the requestors for a given queue (that's scrip #6). But I wish to keep it for other queues. Do I need to disable it (scrip fields Stage Disabled) and then recreate it locally for all the other queues? Thanks, Thierry Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Can a global scrip be disabled for a given queue?
John, That's a great idea. Could I just test the queue name? I am no that familiar with Perl/RT but could it be something like: return ($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 wrote: 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 Hascall, j...@iastate.edu Team Lead, NIADS (Network Infrastructure, Authentication Directory Services) IT Services, The Iowa State University of Science and Technology 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 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Can a global scrip be disabled for a given queue?
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 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 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- MFG Torsten Brumm http://www.brumm.me http://www.elektrofeld.de Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT : OpenNMS
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 create a Queue (OpenNMS). Now is there a way / scrip to assign the ticket based on Server List to owner defined and in different Queue..? 2. Is there a way I can automatically create a ticket using some shell script..?? 3. I have also been able to successfully integrate RT with LDAP (AD) using RT-Authen-ExternalAuth plugin !! Is there a script which can import the LDAP users to RT : currently only the users which login to the system have there Users created in RT !! In case someone had already written a import script to get all the LDAP users created in RT - please share the info !! Thanks a lot!! 4. If I have a mail coming from open...@exampledomain.com - how to integrate that the replies from people through my SMTP server get appended to the history of the Ticket itself .? -- Thanks Regards, -Piyush Mail: piyku...@gmail.com Web: http://piyush.me/ -In a world without fences, limits, boundaries and walls, Who needs Windows and Gates? -- Thanks Regards, -Piyush Mo.: 091-9910904233 Mail: piyku...@gmail.com Web: http://piyush.me/ -In a world without fences, limits, boundaries and walls, Who needs Windows and Gates? Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Open Ticket in Another Queue on Close
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 templates. I also have a Scrip on the
Services Queue to open a ticket on Resolved using this template. My
current template is:
===Create-Ticket: approve-and-post
Queue: Billing
Subject: Review and Post { $Tickets{'TOP'}-Subject() }
Requestor: { $Tickets{'TOP'}-OwnerObj-EmailAddress() }
RefersTo: { Tickets{'TOP'}-Id() }
Content: A service ticket for { $Tickets{'TOP'}-Requestors-
UserMembersObj-Next-EmailAddress() } has been closed regarding
{ $Tickets{'TOP'}-Subject() }. Please approve and post the
customer's account for { $Tickets{'TOP'}-TimeWorked() } minutes of
labor.
_
Thoughts?
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