[rt-users] Change AutoResponse Global Template based on time of the day

[rjandric via rt-users]

--- Begin Message ---
I have to modify the global template in RT so the AutoResponse via email is
different during office hours and after hours. For Example at 9AM it should
say Thank you for contacting Help-desk etc. , and at 5PM will say that the
office is currently closed, all tickets will be looked at tomorrow morning.
Now, I have achieve this modifying directly using simple MySQL statement in
bash script to insert my text in the rtdb.Templates table Contents field and
injecting the text form the text files. Although it works with Cron jobs
running at 9AM and 5PM, I was wondering if there is a way to do it via API,
since it is more elegant and overall better solution.



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Re: [rt-users] Send email reminder fails with undefined value

[fleon]

I am finding that RT::Action::Notify is recording onto the history of the
ticket. Is there a way to remove this?

I am getting "root (RT) - Outgoing email recorded" entries everywhere.



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Re: [rt-users] Send email reminder fails with undefined value

[Kevin Falcone]

On Tue, Oct 14, 2014 at 11:22:57AM -0700, fleon wrote:
> The NotifyActor documentation says that RT doesn't notify the person that
> does an update, however IMHO cron should be exempted by default since you
> don't usually run cron jobs in response of events (aren't scrips for that?).
> No biggie since the example shows how to overrule this.

You're using Scrip conditions and actions to implement your cron, so
if you want their behavior to be different, you need to tell them that
(they don't know or care how they're being accessed and adding more
logic doesn't seem sensible).

-kevin


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Re: [rt-users] Send email reminder fails with undefined value

[Kevin Falcone]

On Tue, Oct 14, 2014 at 11:30:31AM -0700, fleon wrote:
> Kevin Falcone-2 wrote
> > This reminder is for ticket #{$Target =
> > $Ticket->RefersTo->First->TargetObj;$Target->Id}.
> 
> BTW i still get Template parsing error: Can't call method "TargetObj" on an
> undefined value at template line 3 with that example so i am keeping just
> Ticket->Id to make it work.

The template is intended to be used on Reminders, which always have a
RefersTo linked ticket.  I assume your ticket does not have such a
link.

-kevin


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Re: [rt-users] Send email reminder fails with undefined value

[fleon]

Kevin Falcone-2 wrote
> This reminder is for ticket #{$Target =
> $Ticket->RefersTo->First->TargetObj;$Target->Id}.

BTW i still get Template parsing error: Can't call method "TargetObj" on an
undefined value at template line 3 with that example so i am keeping just
Ticket->Id to make it work.



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Re: [rt-users] Send email reminder fails with undefined value

[fleon]

My guess is that my problem was the NotifyActor setting as you say because i
had already tried the example on the Reminders documentation but without
that setting. 

The NotifyActor documentation says that RT doesn't notify the person that
does an update, however IMHO cron should be exempted by default since you
don't usually run cron jobs in response of events (aren't scrips for that?).
No biggie since the example shows how to overrule this.


Kevin Falcone-2 wrote
> Except that it's not the same, the RT template creates $Target
> 
> This reminder is for ticket #{$Target =
> $Ticket->RefersTo->First->TargetObj;$Target->Id}.
> 
> You want an RT::Action::Notify and to pass the Owner and NotifyActor
> arguments, an example of this is in the reminders documnetation
> 
> I suspect that your other failures are related to the Owner being the
> last person to update the ticket and running into problems with the
> NotifyActor setting.





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[rt-users] [rt-announce] Last chance to sign up for our final 2014 training!

[Talena Gandy]

Hello!

This is your last reminder to sign up for our final public RT training in 2014! 
We will be in the LA area, November 4-5. This training will introduce you to 
the new features in RT 4.2 as part of a comprehensive overview of RT. Whether 
you've been using Request Tracker for years or are a recent convert, you'll 
have a good understanding of all of RT's features and functionality by the end 
of the session.
For both days, it is USD $1,495 for one person. This includes training 
materials, continental style breakfast, and snacks. You can register by heading 
over to our shop to pay via credit card (Amex not accepted, unfortunately.) You 
can also drop us a note at train...@bestpractical.com if you'd rather we send 
an invoice. Finally, if you're from an academic institution, or would like to 
send more than 3 people, let us know so we can give you a bit of a discount. 
Please feel free to write in with any questions you have!

Thanks for your continued support of RT!

-The Best Practical Team ___
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Re: [rt-users] Auto Resolve Aged Tickets - Custom Email Template

[Kevin Falcone]

On Fri, Oct 10, 2014 at 08:39:18AM -0700, wrender wrote:
> Does anyone know how to auto resolve tickets after so many days, and email
> out a custom template?

https://bestpractical.com/docs/rt/latest/automating_rt.html#Auto-resolve-Aged-Tickets

And the reminders doc has examples of sending email

https://bestpractical.com/docs/rt/latest/reminders.html

Or you could just email on resolve.

-kevin


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Re: [rt-users] Handful of users showing up in owner dropdown but have no access

[Kevin Falcone]

On Fri, Oct 10, 2014 at 01:47:59PM -0400, Mike Johnson wrote:
> I look at the list of owners for a queue, and there are 5 users that show up 
> in
> that list(that shouldn't be there), but when I go to their account, they 
> aren't
> part of any groups, and they don't have any rights assigned to them
> specifically that I can see(at the user level, or at any queue level).

Generally this means some queue granted OwnTicket to Unprivileged,
check all your queues, even your disabled ones.  Alternately, select *
from ACL where RightName = 'OwnTicket' and work the other way.

RT 4.2 explicitly excludes Unprivileged users from the OwnTicket
dropdown because of this someone common mistake.

-kevin


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Re: [rt-users] RT::Extenstion::Timeline

[Kevin Falcone]

On Sat, Oct 11, 2014 at 01:02:13AM +0300, Woody - Wild Things wrote:
> Does anyone have any info regarding MIT/smile's timeline extension 
> (http://search.cpan.org/~htchapman/RTx-Timeline-0.03/lib/RT/Extension/Timeline.pm)
> 
> It was a great feature for 3.x but seems to be not current with 4.x

What did the author say when you contacted them?

That module is not maintained by Best Practical, so we don't update
it.  No client has asked us to update it and send patches to the
author either.

-kevin


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Re: [rt-users] Send email reminder fails with undefined value

[Kevin Falcone]

On Tue, Oct 14, 2014 at 07:16:47AM -0700, fleon wrote:
> Revisar el ticket #{$Target->Id} y resolver de ser posible.
> 
> {RT->Config->Get('WebURL')}Ticket/Display.html?id={$Target->Id}
> 
> I understand the error, it doesn't like $Target->Id, i guess it isn't
> available at that moment, but that template is basically the same "Reminder"
> template that comes with RT. How do i fix this?

Except that it's not the same, the RT template creates $Target

This reminder is for ticket #{$Target = 
$Ticket->RefersTo->First->TargetObj;$Target->Id}.

> I basically want to send automatic emails to owners when they have
> unresolved tickets.

You want an RT::Action::Notify and to pass the Owner and NotifyActor
arguments, an example of this is in the reminders documnetation

https://bestpractical.com/docs/rt/latest/reminders.html

I suspect that your other failures are related to the Owner being the
last person to update the ticket and running into problems with the
NotifyActor setting.

You should not specify To: in the template if you want RT to calculate
a recipient.

-kevin


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Re: [rt-users] CC answering ticket issue

[Kevin Falcone]

On Tue, Oct 14, 2014 at 12:56:28PM +, Cedric Pages wrote:
> After investigating, I figure it out that, when I create a ticket by sending 
> an
> email to supp...@ourcompany.com and set other email addresses under Cc, the
> ticket is well created and I’m the requestor but the Cc persons of my email 
> are
> not automatically granted Cc of the ticket!
> 
> That was why Cc couldn’t answer the ticket, because they had no permission on
> the ticket.
> 
> Is there a way to grant the Cc in emails Cc of the tickets? Or do we have to
> open the rights on the tickets to All?

https://bestpractical.com/docs/rt/latest/RT_Config.html#ParseNewMessageForTicketCcs

-kevin


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Re: [rt-users] Send email reminder fails with undefined value

[fleon]

I had to put this on the template:

To:{$Ticket->OwnerObj->EmailAddress}

Otherwise no email would get sent.

However, i would think a better approach is to not have to hardcode the
owner to the template and pass it as a argument to rt-crontool so i can
reuse the template and have other cron jobs notify other users such as the
admincc or someone else.



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Re: [rt-users] Send email reminder fails with undefined value

[fleon]

Another change, with another module:

i changed rt-crontool to:

/opt/rt4/bin/rt-crontool --search RT::Search::FromSQL --search-arg "Queue =
'apoyo' AND Owner != 'Nobody' AND (  Status = 'open' OR Status = 'new'
) AND Created < '1 day ago'" --action RT::Action::Notify --action-arg
'Owner' --template 'Recordatorio'

And now i get this error:

Oct 14 11:01:03 mar-zabbix RT: [8035] Can't call method "CreatorObj" on an
undefined value at /opt/rt4/bin/../lib/RT/Action/SendEmail.pm line 957.

I went to the code and found this:
 unless ( $friendly_name ) {
$friendly_name = $self->TransactionObj->CreatorObj->FriendlyName;

So i went and added --transaction last to cron and ran again and i don't get
an error, but no email is sent, with this message in the logs:

[9114] [Tue Oct 14 15:44:03 2014] [info]:
+
#5/9797 -
+Scrip #rule  (/opt/rt4/bin/../lib/RT/Action/SendEmail.pm:284)
[9114] [Tue Oct 14 15:44:03 2014] [info]:
+ No
+recipients found. Not sending.
(/opt/rt4/bin/../lib/RT/Interface/Email.pm:378)

I even added a To:{$Ticket->Owner} in the template and i still get the same
message. What i am missing? The documentation to the modules doesn't give
examples. Not even if i put my email in the --action-arg will work.







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[rt-users] Fwd: Request tracker, time worked

[Gaston Huot]

I'm quite new at using RT and this product looks to me just amazing: ticket
management, Asset management, article management. Powerfull and versatile,
in my humble opinion.

It seems that RT could also be utilized to keep track of time worked on
specific tickets, and even bill (with 2 extensions) clients. On that
matter, for the first time, it appears to me what looks like a limitation
of RT. To really use it as a time keeper (in addition to other functions)
for billing purpose, things needed for a specific ticket are:

   - possibility to enter *the time worked for a specific date* (other that
   the actual date)
   - possibility to track changes on the time-worked/date
   - possibility to export easily the  time-worked/date data

Did I miss something, or is there a real "problem" that prevent a user to
capture time worked for a specific date, and correct it if required ?

At first I thought that the database was ok to keep track of worked time
but I am probably wrong because "time keeping" needs 2 fields:

   - the time worked
   - the date the time was worked.

The present date field in the Transactions table is there to keep track of
the moment the transaction was made, and it has to stay like that.
Therefore, from a naive point of view, one more field (~TimeTakenDate)
would be required to make RT a perfect time keeper in addition to all the
other features. Therefore a new transaction could correct a previous one on
a specific date by differential (without loosing the history).

As a "by-pass", I saw that there is a PF of type "ticket transaction" that
could be used to create a PF date field and maybe help with that goal, but
my level of knowledge is not good enough to even find out where these
transactions are stored and how to use them in a worked time report, or
export them.

In short, is there a solution, or should I just give up on this ?

Thanks,

Gaston
514.823-7202
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Re: [rt-users] Send email reminder fails with undefined value

[fleon]

If i change --action RT::Action::SendMail to --action
RT::Action::RecordComment then the template gets ignored and a scrip gets
called that uses its own template and then i get mail.

However i don't want to record a comment, i just want mail to get sent,
otherwise the tickets will get swamped with comments.



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[rt-users] RT Lifecycles Problem

[Brumm, Torsten / Kuehne + Nagel / Ham GI-ID]

Hi List,
not sure if this is a bug or if I'm to stupid.

Following Setup.

Default Lifecycle: new, open, stalled, rejected, resolved, deleted
Special Lifecycle: new, open, development, testing, accepted, rejected, 
resolved, deleted

Queue Setup:
Lifecycle: Special Lifecycle

Queue Rights:
Group: Queue Members Full Access (SeeQueue, ShowTicket(Comments), ModifyTicket, 
OwnTicket etc.)
Role: AdminCcs: Also Full Access (SeeQueue, ShowTicket(Comments), ModifyTicket, 
OwnTicket etc.)

Now, if a user of the Queue Members Full Access Group opens the Ticket, he can 
change the Status for this lifecycle, but if a AdminCC opens the Ticket, he 
only gets the Status from Default Lifecycle, even with same rights like the 
Full Access Members

Is this a bug, or wrong configuration from my side?!?

Any Help appreciated

Torsten

Kühne + Nagel (AG & Co.) KG
Rechtsform: Kommanditgesellschaft, Bremen HRA 21928, USt-IdNr.: DE 812773878.
Geschäftsleitung Kühne + Nagel (AG & Co.) KG: Reiner Heiken (Vors.), Dirk 
Blesius, Martin Brinkmann, Holger Ketz, Jan-Hendrik Köstergarten, Christian 
Marnetté, Christian Solf, Jens Wollesen.
Persönlich haftende Gesellschafterin: Kühne & Nagel A.G., Rechtsform: 
Aktiengesellschaft nach luxemburgischem Recht, HR-Nr.: B 18745, 
Geschäftsführendes Verwaltungsratsmitglied: Karl Gernandt.
Geschäftsleitung Region Westeuropa: Yngve Ruud (Vors.), Hans-Georg Brinkmann 
(Stellv.), Richard Huhn, Björn Johansson, Bruno Mang, Stefan Paul, Tim 
Scharwath, Dominic Edmonds, Peder Winther.

Wir arbeiten ausschließlich auf Grundlage der Allgemeinen Deutschen 
Spediteursbedingungen (ADSp), jeweils neuester Fassung. Wir verweisen 
insbesondere auf die vom Gesetz abweichenden Haftungsbeschränkungen von Ziffer 
23 und 24 ADSp. Den vollständigen Text der ADSp übersenden wir Ihnen gerne auf 
Anfrage und können Sie auch unter http://www.kuehne-nagel.com einsehen. 
Ergänzend wird vereinbart, dass (1) Ziffer 27 ADSp im Rahmen internationaler 
Übereinkommen weder unsere Haftung noch die Zurechnung des Verschuldens von 
Leuten und sonstigen Dritten zu Gunsten des Auftraggebers erweitert, und (2) 
wir in den im deutschen Seehandelsrecht aufgeführten Fällen des nautischen 
Verschuldens oder Feuer an Bord nur für eigenes Verschulden und (3) im Sinne 
der CMNI genannten Voraussetzungen nicht für nautisches Verschulden, Feuer an 
Bord oder Mängel des Schiffes haften.
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[rt-users] Send email reminder fails with undefined value

[fleon]

I am having issues when using rt-crontool to send emails

/opt/rt4/bin/rt-crontool --search RT::Search::FromSQL --search-arg '(Status
= "open" or Status = "new")'
  --action RT::Action::SendEmail --action-arg Owner --transaction first
--template 'Recordatorio')

Error: 
Template parsing error: Can't call method "Id" on an undefined value at
template line 3

The template contains:
Subject:{$Ticket->Subject} está pendiente {$Ticket->DueObj->AsString}

Revisar el ticket #{$Target->Id} y resolver de ser posible.

{RT->Config->Get('WebURL')}Ticket/Display.html?id={$Target->Id}

I understand the error, it doesn't like $Target->Id, i guess it isn't
available at that moment, but that template is basically the same "Reminder"
template that comes with RT. How do i fix this?

I basically want to send automatic emails to owners when they have
unresolved tickets.



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Re: [rt-users] CC answering ticket issue

[Cedric Pages]

Thanks Ryan,

After investigating, I figure it out that, when I create a ticket by sending an 
email to supp...@ourcompany.com and set other 
email addresses under Cc, the ticket is well created and I’m the requestor but 
the Cc persons of my email are not automatically granted Cc of the ticket!
That was why Cc couldn’t answer the ticket, because they had no permission on 
the ticket.
Is there a way to grant the Cc in emails Cc of the tickets? Or do we have to 
open the rights on the tickets to All?
Thanks for your help.

Kind regards,

Cédric Pagès
Ingénieur systèmes réseaux
291 rue Albert Caquot-  PETRA B - 06560 Sophia Antipolis -FRANCE
cpa...@datacorp.fr   
www.datacorp.fr
Tel : 0825 595 005 - Fax : 04 22 13 01 23

[cid:image001.png@01CEF839.D153FDD0]

De : Ryan Whalen [mailto:rwha...@advanceweb.com]
Envoyé : vendredi 10 octobre 2014 19:04
À : Cedric Pages
Cc : rt-users@lists.bestpractical.com
Objet : Re: [rt-users] CC answering ticket issue

Is there a way to check the MTA logs to make sure the email is getting to RT?

On Fri, Oct 10, 2014 at 9:24 AM, Cedric Pages 
mailto:cpa...@datacorp.fr>> wrote:
Thanks Ryan for your answer.
Unfortunately no change.

As the requester, if I answer one of my ticket (by email), it will update the 
ticket.
If the Cc try to do the same thing, the ticket isn’t updated and a nez ticket 
isn’t generated either.

Hope this is enough clear.
Thanks again for your help. If you had any other idea…

Kind regards,

Cédric Pagès
Ingénieur systèmes réseaux
291 rue Albert Caquot-  PETRA B - 06560 Sophia Antipolis -FRANCE
cpa...@datacorp.fr   
www.datacorp.fr
Tel : 0825 595 005 - Fax : 04 22 13 01 23

[cid:image001.png@01CEF839.D153FDD0]

De : Ryan Whalen [mailto:rwha...@advanceweb.com]
Envoyé : vendredi 10 octobre 2014 14:02
À : Cedric Pages
Cc : rt-users@lists.bestpractical.com
Objet : Re: [rt-users] CC answering ticket issue

Hi Cédric,

Just a guess, but try going to Admin > Queues > Select, select your queue, then 
click the Group Rights menu option.

Click Cc from the menu on the left (under Roles), then check Reply to tickets 
under the General Rights tab. Click the Save Changes button.

This same permission should be enabled by default for the Everyone group under 
the SYSTEM section on the left, so it's possible this is not the cause.

Thanks,
Ryan



On Fri, Oct 10, 2014 at 6:31 AM, Cedric Pages 
mailto:cpa...@datacorp.fr>> wrote:

Hi all,



We're having trouble with our RT version 4.2.8.

When a ticket is created by someone with another person as Cc, and if the 
person in Cc try to answer the email generated by the RT system, the message 
isn't integrated in the ticket.

As well as the message doesn't create a new ticket.

If the requester is answering the same email, the ticket is updated.

Do you have any idea why this is happening? Is anybody able to help?

Thanks in advance.



Kind regards,



Cédric Pagès

Ingénieur systèmes réseaux

291 rue Albert Caquot-  PETRA B - 06560 Sophia Antipolis -FRANCE

cpa...@datacorp.fr>
   
www.datacorp.fr>

Tel : 0825 595 005 - Fax : 04 22 13 01 23



[cid:image001.png@01CEF839.D153FDD0]



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