[rt-users] User defined On Correspond condition
I have the requirement of not sending the normal 'On Correspond Notify
Requestors and Ccs' as it causes email loops between RT and another
ticket system. However, I still need to send the rejection notifications
that would normally be sent by the default ___approval queue scrips.
My thought was to have a user defined condition that essentially says,
'On Correspond and status changing to rejected'; however, I've been
unable to figure out how to do this.
I tried this, but it didn't give me the approver or the notes:
Condition:
my $trans = $self-TransactionObj;
return ($trans-Type eq Status
$trans-NewValue eq rejected);
Action:
Notify Requestors and Ccs
Template:
Subject: Ticket Rejected: {$Ticket-Subject}
Greetings,
Your ticket has been rejected by { eval { $Approval-OwnerObj-Name } }.
Approver's notes: { $Notes }
Any help will be greatly appreciated.
Thanks in advance,
Jeremy
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[rt-users] How do I get a ticket's parent ticket in a scrip
How do I get a ticket's parent ticket in a scrip? What I'm trying to do is modify one of our On Create scrip conditions to only trigger the scrip if the new ticket isn't a child. Any help will be greatly appreciated, Jeremy ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@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] Perl Books for RT
The book I bought years ago on Perl that I still use for reference today is the Perl 5 for Dummies. I know, I know, it is a Dummies book; but my copy of it has been well used. I'm not a programmer by training or trade, so it is nice to have a simple reference for the times I do have to hack together a script. Hope this helps, Jeremy Hello, Does anyone know a good version of Perl to purchase and read with RT Essentials. I know nothing about PERL and I need to learn it – our company is moving towards a Linux atmosphere. Trying to understand how the all works is racking my brain. I’m rather new to Linux -- and Perl for that matter. Please. Any assistance would be great. Thank you, Eric Chatham ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@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] Just finished installing now what
On Sun, 2009-08-02 at 02:18 -0500, Anton Krall wrote: I just downloaded and installed RT and I got it working but I dont know how to start configuring it.. Besides what the web interface has about users and queues... It seems it needs to know more about email and for example, my domain.. The user web page still shows example.com I read the wiki and found some interesting articles but seems information is scattered. Is there a quick start guide that can help you configure RT to get you up and running faster and a step by step guide on which files to change and configure? Thank You! You can skip a lot of this. But the section it should like you are missing in the RT_SiteConfig.pm: http://www.debianadmin.com/howto-setup-request-tracker-36-on-debian-etch.html Here is a series of articles that cover how to install and setup RT the hard way but still has some good information. http://www.sun.com/bigadmin/features/articles/req_track_1.html Beyond that, google...lots of google. Hope this helps, Jeremy ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Requiring a CF value before a ticket can be resolved
What is the best way of requiring a ticket to have a custom field set to a value before it can be resolved? One thought I had was to run a scrip on resolve and set the status back if the cf wasn't set. But this still causes the resolve transaction to be logged, which I would like to avoid. Thanks in advance, Jeremy ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] How NOT to fix missing approval ticket dependencies
So during a window of an hour when we where restructuring the queues people could create tickets in to better fit our work-flow, a handful of tickets where create without the approval ticket. In my infinite wisdom, which apparent is this |..| much, I had the bright idea of just going into the PostgreSQL database and creating the needed ticket and links records. WRONG!! Two hours later I finally have my mess cleaned up. There for awhile I couldn't even create addition scrips. So let me tell you the better way of fixing this. 1) Re-enable the ___Approvals queue, if you have installed RT 3.8.4 and disabled the queue. It doesn't need to be this queue, just one tickets won't normally be moved into. 2) Create a 'On Queue Change' scrip that matches your 'On Create' create approval scrip in the ___Approvals queue. 3) One at a time, take the tickets missing the approval dependency and move them into the ___Approvals queue. This *correctly* create the approvals ticket. 4) Be sure to move the tickets back to their original queue, and restore their owner if there was one. I also suggest adding a comment regarding why you took someone ticket and moved it all over the place, this keeps the change control auditors happier. I thought about going in and removing the attachment records for those changes; but then I reminded myself that playing in the database got me in this mess in the first place. Moral of this story, don't be like Jeremy. I sure hope this helps someone else from being a dumbass, Jeremy ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@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] ticket creation based on subject
I have also found this mailing list extremely helpful, and finally someone asked a question I can help with. On the wiki there is a scrip,http://wiki.bestpractical.com/view/AutoCloseOnNagiosRecoveryMessages , that will merge the Problem and Recovery notices then automatically close the ticket. If you don't want the ticket to be automatically closed, you can replace the second to last line, $self-TicketObj-SetStatus( resolved ); with the action you do want to happen. Hope this helps, Jeremy On Thu, 2009-06-11 at 16:59 -0400, rmp dmd wrote: Hi, I'm sending a lot of questions and been getting substantial and concise responses. This mailing lists is the best on all the mailing list. members provided the answer accurately and extensively. Thanks very much guys! Anyway, I have another question. Is there a way or an exisiting scrip to filter subject with ** RECOVERY and alert and OK ** , then do not create a ticket but just send email to AdminCC. Yes, the request email is coming from Nagios alerts. Thanks for the great help! Roehl ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@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] Making RT and Altiris play nice
I'm attempting to write a scrip to merge incoming tickets based off the
Altiris Incident number. I started by following the example here
http://wiki.bestpractical.com/view/AutoCloseOnNagiosRecoveryMessages But
I'm getting the following error in my logs:
[error]: Scrip 16 Commit failed: Can't call method GetHeader on an
undefined value at (eval 2220) line 11.
This is what I have in the Custom action cleanup code:
# If the subject of the ticket matches a pattern suggesting that it is
from
# Altiris AND there is an existing ticket with the same Incident number,
# merge this ticket into that ticket.
#
# Based on
http://wiki.bestpractical.com/view/AutoCloseOnNagiosRecoveryMessages
#
my $incident_number = undef;
my $transaction = $self-TransactionObj;
my $subject = $transaction-Attachments-First-GetHeader('Subject');
if ($subject =~ /Incident \#(\d+) has/) {
# This looks like a Altiris incident message
$incident_number = $1;
$RT::Logger-debug(Found an Altiris Incident #:
$incident_number);
} else {
return 1;
}
Also, if it helps, I'm running RT 3.8.3.
Thanks of any help anyone can give me,
Jeremy
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Re: [rt-users] Making RT and Altiris play nice
On Mon, 2009-06-08 at 09:20 -0400, Jesse Vincent wrote: RT 3.8 has a built-in Scrip which should take care of this for you once it's taught to recognize the subject tags from altiris. You want to look at the documentation for ExtractSubjectTagMatch in your RT_Config.pm This looks like exactly what I'm after, however I'm been playing with it for a few hours now and can't seem to get it working. I have the following in my RT_SiteConfig.pm file: Set( $ExtractSubjectTagMatch, qr/Incident \#\d+ has/); Thinking it should match the header from Altiris which is something like, 'Medium Incident #111 has been reassigned to somebody'. I also ensured the Global script for the On Transaction Extract Subject Tag was present and enabled. But still no joy. Any email from Altiris creates a new ticket for us, and the emails outbound for Altiris still contain the RT tagging. Am I missing something stupid or is there another way I can turn off the subject tagging for email to a certain address? Thanks, Jeremy ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Hidden Ticket Dependants
Our current work-flow policy requires four people to be involved in resolving most customer software/data change requests. One of the company partners to approve the request, one person to do the development, one to do the testing and another to push it into production. I'm attempting to create this same work-flow in RT but running into some issues in doing so. First, I tried to do it with a custom field with values for each step; but we have a couple developers who have caused the company partners to request that a ticket can not be resolved until each step is completed. I then attempted to spawn a separate dependant ticket on create; but this has caused issues with the testing department or sys admins wanting to only see tickets that are ready to be tested or pushed. My next idea is to create a queue no one can see, and wait for the custom field to change to a given value then have the tickets move from that queue to the queues people can see, but this seems messy to me. Also, I have a feeling the developers aren't going to want to see a status of (Pending 2 other tickets) on all of their tickets. Has anyone else solved this type of problem, if so what how did you go about doing it? Thanks in advance, Jeremy ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Making RT and Altiris play nice
When we started talking about implementing RT it was to solve an issue we have between our help desk and the help desk of our biggest customer. The idea was to have their Altiris system send emails to our RT install regarding issues we needed to deal with, and for RT to be able to keep their Altiris system updated as to whether the ticket was rejected or completed by us. One of the unforeseen issues is the email loop caused by both systems tracking email correspondence by ticket number in the subject. Altiris sets the subject to something like: Medium Incident #11495 has been reassigned by Somebody So of course our RT makes it: [rt.local #104] Medium Incident #11495 has been reassigned by Somebody Anytime the Altiris system updates their ticket we create a new one and anytime RT updates our ticket they create a new one. If anyone has ideas around this issue, I would love to hear them. Thanks in advance, Jeremy ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@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] Help with approval templates
Two steps forward, one step back. Ok, I have my initial problem of the
approvers not receiving the 'New Pending Approval' email from the
template in the ___Approvals queue resolved. I fixed it with change to
the code:
--- rt-3.8.3/lib/RT/Approval/Rule/NewPending.pm.orig2009-05-27
11:50:50.0 -0400
+++ rt-3.8.3/lib/RT/Approval/Rule/NewPending.pm 2009-06-02
11:17:21.0 -0400
@@ -76,6 +76,7 @@
# first txn entry of the approval ticket
local $self-{TransactionObj} = $to;
$self-RunScripAction('Notify Owner', 'New Pending Approval', @_);
+$self-RunScripAction('Notify AdminCcs', 'New Pending Approval',
@_);
return;
Since the template says Notify Owners and AdminCcs of new items pending
their approval that this is a bug that was over looked. However, I
still have the second problem, which I understand better now.
Anytime an approval ticket is created using the scrip and template in my
General queue, the approvers get two emails. One of which is the 'New
Pending Approval' email from the default template in the ___Approvals
queue, and the other is the 'Global: On Create Notify AdminCcs with
template Transaction' script. I would rather not delete a scrip
installed as part of RT. It could make things confusing down the road as
our implementation evolves. However, our approvers are complaining about
getting both emails, and see as they are the bosses, they get what they
want. Is there another way around this issue or is simply removing that
global scrip my best path?
Thanks,
Jeremy
On Mon, 2009-06-01 at 18:16 -0400, Jeremy Winder wrote:
Ok, I removed the AdminCC and put the Owner: back in the template for
the General queue, just to ensure I wasn't loosing my mind. I get both
needs approval notifications, which I didn't realize before.
So what I want to happen is this, I want to be able to have multiple
users with the ability to approve tickets; but I only want the ticket to
require one of them. And I want the better looking default notification
emails.
Any help will be greatly appreciated. I'm trying to learn the system and
go live at the same time, which isn't a good combination.
Thanks in advance,
Jeremy
On Mon, 2009-06-01 at 17:09 -0400, Jeremy Winder wrote:
I have been fighting this all day, I'm sure it is something simple but
I'm completely missing it.
I had approvals setup with one person being the approver using the
following scrip and template on my General queue:
scrip
Description: Create Approval
Condition: On Create
Action: Create Tickets
Template: Approvals
Stage: TransactionCreate
/scrip
template
Name: Approvals
Description: Template used for requesting approvals
Content:
===Create-Ticket: Approval
Subject: Approval for {$Tickets{'TOP'}-Subject}
Depended-On-By: TOP
Queue: ___Approvals
Type: approval
Owner: name-of-user
Content: Someone has created a ticket. you should review and approve
it, so work can begin.
ENDOFCONTENT
/template
And all was well. I was receiving these emails as the needs to be
approved notices:
Greetings,
There is a new item pending your approval: CR Approval for: 9 -
This is a test ticket 5,
a summary of which appears below.
Please visit http://localhost/rt/Approvals/Display.html?id=10
to approve or reject this ticket, or
http://localhost/rt/Approvals/ to
batch-process all your pending approvals.
-
Someone has created a ticket. you should review and approve it,
so they can finish their work
But then the fun began. I needed to it up so multiple people can approve
a ticket but only one of them has to. So I followed the instructions at
the bottom on http://wiki.bestpractical.com/view/ApprovalCreation and
changed my General queue's template to be:
template
Name: Approvals
Description: Template used for requesting approvals
Content:
===Create-Ticket: Approval
Subject: Approval for {$Tickets{'TOP'}-Subject}
Depended-On-By: TOP
Queue: ___Approvals
Type: approval
AdminCC: {
my $group_name = 'Group Name';
my $groups = RT::Groups-new( $RT::SystemUser );
$groups-LimitToUserDefinedGroups();
$groups-Limit(
'FIELD'= 'Name',
'OPERATOR' = '=',
'VALUE'= $group_name );
$groups-First-Id;
}
Content: Someone has created a ticket. you should review and approve
it, so work can begin.
ENDOFCONTENT
/template
Now I get the emails that looks like this:
Mon Jun 01 16:51:24 2009: Request 35 was acted upon.
Transaction: Ticket created by RT_System
Queue: ___Approvals
Subject: Approval for Testing Approvials again
Owner: Nobody
Requestors:
Status
[rt-users] Help with approval templates
I have been fighting this all day, I'm sure it is something simple but
I'm completely missing it.
I had approvals setup with one person being the approver using the
following scrip and template on my General queue:
scrip
Description: Create Approval
Condition: On Create
Action: Create Tickets
Template: Approvals
Stage: TransactionCreate
/scrip
template
Name: Approvals
Description: Template used for requesting approvals
Content:
===Create-Ticket: Approval
Subject: Approval for {$Tickets{'TOP'}-Subject}
Depended-On-By: TOP
Queue: ___Approvals
Type: approval
Owner: name-of-user
Content: Someone has created a ticket. you should review and approve
it, so work can begin.
ENDOFCONTENT
/template
And all was well. I was receiving these emails as the needs to be
approved notices:
Greetings,
There is a new item pending your approval: CR Approval for: 9 -
This is a test ticket 5,
a summary of which appears below.
Please visit http://localhost/rt/Approvals/Display.html?id=10
to approve or reject this ticket, or
http://localhost/rt/Approvals/ to
batch-process all your pending approvals.
-
Someone has created a ticket. you should review and approve it,
so they can finish their work
But then the fun began. I needed to it up so multiple people can approve
a ticket but only one of them has to. So I followed the instructions at
the bottom on http://wiki.bestpractical.com/view/ApprovalCreation and
changed my General queue's template to be:
template
Name: Approvals
Description: Template used for requesting approvals
Content:
===Create-Ticket: Approval
Subject: Approval for {$Tickets{'TOP'}-Subject}
Depended-On-By: TOP
Queue: ___Approvals
Type: approval
AdminCC: {
my $group_name = 'Group Name';
my $groups = RT::Groups-new( $RT::SystemUser );
$groups-LimitToUserDefinedGroups();
$groups-Limit(
'FIELD'= 'Name',
'OPERATOR' = '=',
'VALUE'= $group_name );
$groups-First-Id;
}
Content: Someone has created a ticket. you should review and approve
it, so work can begin.
ENDOFCONTENT
/template
Now I get the emails that looks like this:
Mon Jun 01 16:51:24 2009: Request 35 was acted upon.
Transaction: Ticket created by RT_System
Queue: ___Approvals
Subject: Approval for Testing Approvials again
Owner: Nobody
Requestors:
Status: new
Ticket URL:
http://rt.logicalsi.com/rt/Ticket/Display.html?id=35
Someone has created a ticket. you should review and approve
it, so work can begin.
I realize the new emails I'm getting are from my template in the
General queue and I could just copy the template from the ___Approvals
queue over and add the AdminCC part. But I'm curious as to why adding
the AdminCC part to my template completely changed the systems
operation.
Thanks,
Jeremy
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Re: [rt-users] Help with approval templates
Ok, I removed the AdminCC and put the Owner: back in the template for
the General queue, just to ensure I wasn't loosing my mind. I get both
needs approval notifications, which I didn't realize before.
So what I want to happen is this, I want to be able to have multiple
users with the ability to approve tickets; but I only want the ticket to
require one of them. And I want the better looking default notification
emails.
Any help will be greatly appreciated. I'm trying to learn the system and
go live at the same time, which isn't a good combination.
Thanks in advance,
Jeremy
On Mon, 2009-06-01 at 17:09 -0400, Jeremy Winder wrote:
I have been fighting this all day, I'm sure it is something simple but
I'm completely missing it.
I had approvals setup with one person being the approver using the
following scrip and template on my General queue:
scrip
Description: Create Approval
Condition: On Create
Action: Create Tickets
Template: Approvals
Stage: TransactionCreate
/scrip
template
Name: Approvals
Description: Template used for requesting approvals
Content:
===Create-Ticket: Approval
Subject: Approval for {$Tickets{'TOP'}-Subject}
Depended-On-By: TOP
Queue: ___Approvals
Type: approval
Owner: name-of-user
Content: Someone has created a ticket. you should review and approve
it, so work can begin.
ENDOFCONTENT
/template
And all was well. I was receiving these emails as the needs to be
approved notices:
Greetings,
There is a new item pending your approval: CR Approval for: 9 -
This is a test ticket 5,
a summary of which appears below.
Please visit http://localhost/rt/Approvals/Display.html?id=10
to approve or reject this ticket, or
http://localhost/rt/Approvals/ to
batch-process all your pending approvals.
-
Someone has created a ticket. you should review and approve it,
so they can finish their work
But then the fun began. I needed to it up so multiple people can approve
a ticket but only one of them has to. So I followed the instructions at
the bottom on http://wiki.bestpractical.com/view/ApprovalCreation and
changed my General queue's template to be:
template
Name: Approvals
Description: Template used for requesting approvals
Content:
===Create-Ticket: Approval
Subject: Approval for {$Tickets{'TOP'}-Subject}
Depended-On-By: TOP
Queue: ___Approvals
Type: approval
AdminCC: {
my $group_name = 'Group Name';
my $groups = RT::Groups-new( $RT::SystemUser );
$groups-LimitToUserDefinedGroups();
$groups-Limit(
'FIELD'= 'Name',
'OPERATOR' = '=',
'VALUE'= $group_name );
$groups-First-Id;
}
Content: Someone has created a ticket. you should review and approve
it, so work can begin.
ENDOFCONTENT
/template
Now I get the emails that looks like this:
Mon Jun 01 16:51:24 2009: Request 35 was acted upon.
Transaction: Ticket created by RT_System
Queue: ___Approvals
Subject: Approval for Testing Approvials again
Owner: Nobody
Requestors:
Status: new
Ticket URL:
http://rt.logicalsi.com/rt/Ticket/Display.html?id=35
Someone has created a ticket. you should review and approve
it, so work can begin.
I realize the new emails I'm getting are from my template in the
General queue and I could just copy the template from the ___Approvals
queue over and add the AdminCC part. But I'm curious as to why adding
the AdminCC part to my template completely changed the systems
operation.
Thanks,
Jeremy
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[rt-users] Change ticket status to Waiting for approval
Normally I wouldn't ask this question without doing some more research
on my own, but I'm under the gun to get this setup as soon as possible.
I have done a fresh installation of RT 3.8.3, enabled the ___Approvals
queue, added the following scrip and templates:
scrip
Description: Create CR Approval
Condition: On Create
Action: Create Tickets
Template:Change Request Approval
Stage: TransactionCreate
/scrip
template
===Create-Ticket: Approval
Subject: CR Approval for: {$Tickets{TOP}-Id} - {$Tickets{TOP}-Subject}
Refers-To: TOP
Queue: ___Approvals
Owner: jwinder
Requestors: {$Tickets{TOP}-Requestors}
Depended-On-By: TOP
Type: approval
Content-Type: text/plain
Due: {time + 86400}
Content: Someone has created a ticket. you should review and approve it,
so they can get to work.
ENDOFCONTENT
/template
The approval system seems to be working with one minor irritation. In my
general queue, when a ticket is waiting for approval its status is
(pending 1 other ticket), it would be awesome if it would say (waiting
for approval) or something similar.
I'll have this same issue later when I'll want to setup a for testing
queue and have the status say (in testing).
Thanks in advance for any help someone can give me, I do appreciate it.
Jeremy
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