Message-
From: Kenneth Crocker [mailto:[EMAIL PROTECTED]
Sent: Friday, May 05, 2006 2:21 PM
To: William Catlan
Cc: Ruslan Zakirov; rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Cannot assign ticket
William Catlan wrote:
3.6. Assigning a Ticket
Tickets can have an owner-the user
Peter Collins wrote:
I've got version 3.2.3 right now.
Let's say I have a global scrip that I want to apply to MOST of the queues
but not all. The only way I can see to do this is to delete the scrip from
the global scrip place and then recreate it one by one for all the queues
except the one
Jesse Vincent wrote:
Does anyone feel that this change should _not_ be reversed? Should the
change only trigger if two txns are recorded? Should that second
transaction simply be run as the RT_System user?
On Thu, May 11, 2006 at 11:30:51AM -0400, Stephen Turner wrote:
At Thursday 5/11/2006
Shen, Tyler wrote:
There seemed to be a bug with RT (or perhaps not any more) after I
assigned a ticket taken by my colleague to another queue. While the
ticket was changed to another queue, the owner of the ticket remained
the same. However, the owner does not have right to own ticket in the
Steve Waltner wrote:
I would like to create a Shared Search on RT 3.4.4 which queries for
tickets that I resolved during the last month. The problem is I
can't figure out how to tell the search engine to query for me based
on who is currently logged into the web interface. I'm very new to
To all,
I hope this gets in, I've tried before and I do not get recognised.
I have been trying to create a scrip to cause the owner to change to
nobody when the Queue is changed. I have also created a new status
that I use as a condition. The following is the code:
# --- This code sets
Philip Kime wrote:
Perfect, this works, thanks. It still seems to be a bit strange that
Custom fields aren't considered part of a ticket/asset for the
ModifyTicket/ModifyAsset rights ...
PK
-Original Message-
From: Joshua Colson [mailto:[EMAIL PROTECTED]
Sent: 30 May 2006 13:17
To:
Mike Patterson wrote:
We noticed a bug with RT 3.4.5 after our upgrade, which could be an
indicator of an inconsistent database.
When we attempted to merge one ticket into another we go this message
Merge failed. Couldn't set Status
It turns out that both of the tickets were already set to
Jesse Vincent wrote:
On Thu, Jun 01, 2006 at 11:33:18AM -0600, Ole Craig wrote:
Is it possible for a user-defined group to get the AdminUser
right but only for selected users? i.e. I've got a U-D group support.
I'd like members of the Support group to be able to modify user
Rick Russell wrote:
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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 -
John A. Walker wrote:
OK ... We are running RT 3.4.5 and I'm having trouble trying to
achieve something that we want to do. I think I'm close but I just
need a little help to get over the edge.
Basically, for specific queues, we have a custom field that contains a
list of users. The list
Joe Auty wrote:
If I were to wager a guess, it looks like the problem involves the scrip:
On Correspond Notify Requestors and Ccs with template Correspondence
Is there some sort of way of verifying that this Scrip is working?
On Jun 7, 2006, at 2:09 PM, Joe Auty wrote:
Hello,
When I go
John A. Walker wrote:
Kenn - Thanks for taking the time to respond. It is greatly
appreciated. Let me explain a little more and then you can let me
know if what you're doing would still apply. In essence we were
wanting the user, as they create the ticket, to be able to select the
person
We have been using RT 3.4.4 on Oracle 9 (whatever) since it came out and
I'm just now thinking why set up AdminCc privileges for each Queue when
I can do it Globally? Dumb, I know. I should have thought of it before.
Now, as I go about doing this, I noticed that at the Queue level, there
is no
Nick Metrowsky wrote:
Hi Everyone,
I would like to set up users in RT which grant them the rights to view
tickets and queues, but they cannot change anything. I would like them
to have a user id and password, like privileged users. Is there a way
to do this? I noticed that the Everyone
Matthew Hunt wrote:
Hello all,
Just a kwik one, I have several queues and several groups, but I only
want these individual groups to only view the 10 newest unowned
tickets... of there group. At the mo they can see all tickets that
have not been taken which i do not want. To make it even
Hughes,
Create a script to move the ticket to the other Queue when Resolved.
Kenn
LBNL
Hugues Lepesant wrote:
Hello all,
How can'I make RT (3.6.0) to create on ticket in a queue when a ticket on an
other queue is closed/resolved ?
Hug
Gilmar,
You said, I think it's not possible to make this kind of access
control within the same queue... Am I mistaken?. If I understood your
question correctly, the answer is Yes, you could set up different
access rights for any number of groups you want to access the Queue. We
have a
Rich,
Check your global system group privileges and roles for that Queue.
Kenn
LBNL
Rich Bowen wrote:
I want to be able to give help desk folks the ability to keep seeing
the tickets (ID, subject) after they have transferred it into another
queue - without seeing the comments/replies
Thomas,
Remember, if the custom field is a ticket custom field, you will need
to grant the MdifyTicket privilege to the group that is accessing the
Queue where the ticket resides. I'm not sure you need to grant modify
and show ACL since that privilege is what allows a person to change
Mike,
As far as i know, you hit it already. We have 50 Queues. Because we
want so many of them to be run independently, we have very few Global
rights and grant most of the privileges at the Queue level. Initially,
we had a lot of overlap and redundancy so it took alot of work to do it
this
Barry,
Not to say 3.6.0 is perfect, but we like the current design as far as
merged tickets. If we have merged the two (using your example of #100
and #200), then #100 really should never be looked at anyway, other than
what was originally appended to #200. We really don't want anyone
To all,
I concur, but not only that, a scrip should be created to notify the
original Requestor on a merge as well as the owner or whomever is
administrating the Queue could add the requestor name from the old
ticket (#100) to the ticket merged into (#200) by updating people of
ticket #200.
I agree wholeheartedly.
Kenn
LBNL
Vivek Khera wrote:
On Jul 17, 2006, at 6:27 PM, Kenneth Crocker wrote:
Not to say 3.6.0 is perfect, but we like the current design as far
as merged tickets. If we have merged the two (using your example of
#100 and #200), then #100 really should never
Stewart,
Instead of using Privileged or Unprivileged at the system or Queue
level for those rights, use the Requestor Role. Of course, you will have
to decide where to give them all the ability to CreateTicket, but that
can be done at the Global System Group or Queue System Group level.
Prasad,
I may be wrong (and that is OK with me) but I do not believe you can
give someone the ability to just see just a single ticket in a Queue. I
believe it is all or nothing at all. The privilege should be titled
ShowTickets instead of ShowTicket.
Kenn
LBNL
Prasad Deshpande wrote:
Hi
Rick,
Check your SeeOutgoingEmail privileges at the Global and Queue level
to see what your allowing. Also, the watch right. You have to decide
if you want everyone, privileged, unprivileged or limited to users
and groups at the Queue level.
Kenn
LBNL
Rick Garland wrote:
Hi all:
RT
OPPS! meant that for another e_mail Sorry. Cursor moved when I clicked it.
Rick Garland wrote:
Hi all:
RT 3.4.5 on RedHat EL4
Using sendmail 8.13 as the MTA
Wanting to send email to 'rt' to open ticket. Got the groups and rights
OK but the inbound mail hangs in the queue.
(Deferred:
Rueben,
If the RT ticket number is different each time it repeats, then we just
had the same problem this morning. Our mailgate and mailserver, et al
were fine. Our problem had to do with the way a person responds to the
E_mail. We instruct our users to be sure that the RT ticket number is
PROTECTED] On Behalf
Of Kenneth Crocker
Sent: Tuesday, August 22, 2006 10:05 AM
To: RT-Users@lists.bestpractical.com
Subject: [rt-users] Sort order of Users
To all,
I noticed when I add users to my privileged list, they
end up on the
end, regardless of what the alphabetical sequence would
To all,
We have a version control system where we keep our modified scrips and
templates. We want to use it to automatically move a new version (of the
scrip or template) into RT. Does anyone out there have any experience
with this sort of thing? Thanks.
Kenn
LBNL
Michael,
We did this by creating a Custom Field called Description and putting
the subject line in it if the ticket came from E_mail. The Field is
mandatory so that when an owner opens it, he must put info in the field.
The subject data gives him a start. When the ticket is resolved, we
Brian,
Not that I think you need to do this, but an easier way might be to set
up a group with all the rights you want them to have (globaly) and then
either disable them in the morning and re-enable them at night or have a
job do that. Easier and less risk than playing with tables and
to get a note back from RT telling me that the ticket isn't at that
address. At least I know and can initiate a query on it instead of the
correspondence ending up on the wrong ticket and me not knowing.
Kenn
LBNL
Stephen Turner wrote:
At Monday 9/18/2006 03:01 PM, Kenneth Crocker wrote
Mike,
We merely modified the Resolve template to include our CF
Description (a more concise description of the problem) and the
resolution comment (made by the owner at time of resolution) in the body
of the resolve e_mail. Works great for us.
Kenn
LBNL
Mike Friedman wrote:
-BEGIN
Harald,
I may be wrong, but I think that the RT Approval method changes the
ticket number. To us, it seems more prudent to keep ticket numbers
constant throughout it's journey to being Resolved. So, we created an
Approval Queue, which is administrated by a group that reviews
requests
John,
Why not just modify the Resolve template to include the last comment
made on the ticket (at resolve time)?
Kenn
LBNL
John H. Nyhuis wrote:
Greetings,
I am using RT 3.4, and when we resolve tickets, our final message is
saved as a comment by default.
Rather then bug
Olaf,
We created a scrip to automatically move the subject into a CF called
description upon ticket creation. Then we made that CF mandatory.
Works for us.
Kenn
LBNL
Schultz, Eric wrote:
Search the mailing lists. I believe I posted code to do this with
javascript.
Eric Schultz
United
Neil,
Why do you need separate watchers for each ticket? Each Requestor of
a ticket will have their own E_mail address anyway and whatever
privileges you want this watcher to have you can grant via the
Requestor role either globally or per queue. If the privileges are to
be the same,
Raghu,
What privileges have you set for groups/roles at the global level and
queue level (for the queue where your tickets reside)? Do you grant
privileges to users or for groups and then put users in groups (way less
maintenance)?
Kenn
LBNL
Raghavendra.s wrote:
Hi
I cannot open
David,
What groups have permission to update the Custom Field? That set
of privileges is separate than Queue/ticket privileges.
Kenn
LBNL
David Lane wrote:
I am running the .deb version of RT 3.2 and cannot query custom
transaction fields
Is there a fix for this that anyone can
Lee,
Have you tried creating a group with the required address and then
making that group a cc watcher for a Queue? Then you could just create
a notification scrip for cc. As to you second question, have you tried
ModifySelf as a global right for Privileged users?
Kenn
LBNL
Lee Whalen
Judson,
We could use such a scrip. Would you mind sending us your finished
product?
Kenn
LBNL
Judson Main wrote:
I was talking about the scrip on Bestpractical's wiki site called
Due Date in Business Hours.
I understand about the Business::Hours mod, and have started
to write a
J.D.
What are the status's of those tickets? I believe that Deleted tickets
don't show in a search, unless when searching by ticket #.
Kenn
LBNL
J.D. Meek wrote:
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I have a REALLY strange problem going on.
There are a few tickets in the
Roy,
We are also on 3.4.4 and we have not had this problem since we
straightened out our privileges and scrips. If people ARE getting the
notifications, then the action on your scrips needs to be looked at.
Perhaps two (2) notifications are being triggered.
Kenn
LBNL
Roy El-Hames wrote:
Franz,
Do you have a scrip to notify CC watchers on a create?
Kenn
LBNL
Franz Georg Köhler wrote:
Hello everyone,
I have some queues with CC watchers.
The watchers get copies of all correspondence excluding the originating
request ticket.
My question:
What can be done to
Bill,
We had something similar to that. What we discovered was that we were
trying to get more than 1 item per return. I believe the RT code allows
only 1 retrieval of 1 data item per return code. when we broke up the
returns to getting 1 item at a time, we were successful. I did not see
Dan,
You don't. You disable it. If you want the Queu and all data related to
it deleted from the database, you would be getting into a REAL delicate
delete process. That's probably why RT designed it to disable a Queue
only. That's my best guess.
Kenn
LBNL
Dan Parsons wrote:
Please
, Inc.
On Nov 10, 2006, at 10:10 AM, Kenneth Crocker wrote:
Dan,
You don't. You disable it. If you want the Queu and all data
related to
it deleted from the database, you would be getting into a REAL delicate
delete process. That's probably why RT designed it to disable a Queue
only. That's
We used this simple code - return ( $TicketObj-OwnerObj-Name() ne
'Nobody' );
That does it for us
Kenn Crocker
LBNL
Stephen Turner wrote:
Todd Chapman wrote:
You can do that with scrips. No custom code needed either.
On Thu, Feb 01, 2007 at 02:31:17PM -0700, Nick Metrowsky wrote:
Hi
Nick,
No, it is not. We use 3.4.4 and we have always had to take a ticket
before we could re-assign it.
Kenn Crocker
LBNL
Nick Metrowsky wrote:
Hi Everyone,
I have Super User and I cannot change the ownership of a ticket from one
person to another. I get an error “You can only take
Unless you do a lot of reassigning tickets, I think the two-step method
is fine. It works so I feel no need to fix it. However, if I did it all
day, I might seriously want to have the one-step method.
Kenn
LBNL
Nick Metrowsky wrote:
Hi Michael,
Thank you for your useful patch. I hope
Marie,
I need to know how you have the Queues (A thru D) set up in terms of
global rights, Group rights to a Queue, and individual user rights. The
RT Essentials book give some guidelines to privileges, but not much info
on all the inter-relations. Basically, you need to make sure that the
Obando,
I need to know how you have the Queues (A thru D) set up in terms of
global rights, Group rights to a Queue, and individual user rights. The
RT Essentials book give some guidelines to privileges, but not much info
on all the inter-relations. Basically, you need to make sure that the
Joe,
Why not just remove that privilege (own a ticket, take a ticket, etc)
from those users or group of users? If they do not have those rights,
the take should disappear. A lot less work and maintenance. I try not to
modify a system for something when there are already tools available to
To all,
We are currently on RT 3.4.4 and looking to upgrade to 3.6.3 soon. A
question popped up that I had no answer to. Why is it when a ticket is
created via the E_mail interface the cc's are dropped and do not become
part of people section on the ticket? Is this still happening in
this for E_mail
ticket creation only? Otherwise, when someone is in the system and
they create a ticket, whatever they put in the CF field is changed to
contain the subject data. Thanks.
Kenn
LBNL
Kevin Falcone wrote:
On Feb 12, 2007, at 2:03 PM, Kenneth Crocker wrote:
We are currently
Anthony,
What are you using the data for? We pull some custom data to use on our
Resolve template. It is as follows:
RT-Attach-Message: yes
Subject: Resolved: {$Ticket-Subject}
Your request has been resolved. If you have any further questions or
concerns,
please respond to this message.
.
Kenneth Crocker wrote:
Anthony,
What are you using the data for? We pull some custom data to use on
our Resolve template. It is as follows:
RT-Attach-Message: yes
Subject: Resolved: {$Ticket-Subject}
Your request has been resolved. If you have any further questions or
concerns,
please
Joe,
It's my understanding that cc watcher is NOT the same as a cc on a
ticket. Therefore, you could set up an on create scrip to notify cc
watchers. Hope this helps.
Kenn
LBNL
Joe Casadonte wrote:
On 2/15/2007 3:06 AM, Jesse Vincent wrote:
On Feb 14, 2007, at 4:02 PM, Joe Casadonte
Dalal,
Depends on the type of reply. There is the Reply (reply button) that is
basically the initiation of an E_mail and a scrip will control who gets
it. Then, there is the RT transaction reply that is initiated if you
have a scrip to do so, like the RT reply initiated when a ticket is
To all,
I am trying to determine if a ticket is being created via E_mail and if
so move the subject to a custom field named Description. I tried to
use this code as follows:
#
# Custom condition: none
get a clue there. Thanks again.
Kenn
LBNL
Stephen Turner wrote:
At Thursday 2/15/2007 01:42 PM, Kenneth Crocker wrote:
To all,
I am trying to determine if a ticket is being created via
E_mail and if so move the subject to a custom field named
Description. I tried to use this code
Ben,
If there is a problem with the template, I don't believe the E_mail
will be sent. The only other thing I can think of is if the UserId for
the owner is NOT a privileged user and you have not allowed unprivileged
users to get mail. Hope this helps.
Kenn
LBNL
Ben Ruset wrote:
In
Stefan,
What screen are you using to do this? Are you going thru
Configuration to Custom Field to Select Custom Field? Have you
given any USER rights that might conflict with group rights?
Kenn
LBNL
Stefan Maier wrote:
Hi,
I'm trying to create a custom field for one of my queues. I used
Brian,
Are you trying to get values from existing ticket custom fields? Ticket
transaction custom fields are different from ticket custom fields. If
you are trying to get values from existing tickets, then the transaction
custom fields may very well have no values any longer.
Kenn
LBNL
David,
First of all, unless you are a SuperUser or are in a group with Global
SuperUser rights, you must grant the ShowConfigTab privilege to the
group you want to have this ability (signon as root or under your
superuser id and grant those rights under Config-Global-Group Rights).
We have
Justin,
Just a couple of thoughts:
By allowing the system group privileged to SeeQueue, ShowTicket,
CreateTicket, ReplyToTicket, you allow any UserId (make sure the
user ID box Let this user be granted rights is checked) in the system
to see what's in that Queue. In the future, you
To all,
I'm not on 3.6.x yet so this question may be moot; I notice that when
looking at Queues, either in configuration or in home page, they are
always in alphabetical order. Also, when looking at Configuration-User
the list is also in alphabetical order. However, when looking at
Konstantin,
Try something along these lines:
--
Ticket Description:
{
my $Current_User;
$Current_User = your code to access data;
return $Current_User;
}
--
Then
Carl,
Are all these tickets in the same Queue? I don't understand why using
different Queues wouldn't work.
Kenn
LBNL
Carl Vincent wrote:
Hi,
We've been using RT for a couple of years (currently on 3.2). I'm just
looking for some suggestions on how to solve a problem we have - it's a
Sarah,
What kind of privileges have you granted to the role Owner, Globally
and by Queue? Are the UserID's of said owners Privileged or
Unprivileged? You cannot grant privileges to a UserId if the UserId is
Unprivileged.
Kenn
LBNL
Sarah Pomerantz wrote:
Hello,
We want to configure the
To all,
I saw an E_mail here that referred to
Set($ParseNewMessageForTicketCcs , 1); as a way to get RT to
automatically put the CC of an E_mail into the CC of a ticket when RT
creates the ticket. However, I cannot find that reference in RT. Can
someone help me to find that
To all,
All of the code we use on Rt is something we found using all the
examples you guys send in to the user's group. For example, the
following code is not something we invented, but copied.
$trans-Message-First-GetHeader eq 'Received'
$Transaction-Content()
$Ticket_Description =
JJ,
Also, you can set up the notifications to initiate fr specific Queues
as well, instead of being global. That way, if you name a Queue-specific
scrip the same name as a global one, then the Queue-specific scrip
overrides and you can set that one up to use a special template, etc.
for
To all,
We've been putting some custom field data in our templates for awhile,
but the tickets already exist. We are now trying to get some cf data on
an e_mail during creation and having some trouble. We've various
versions of {$self-$Ticket-FirstCustomFieldValue('Description')} and
also
To all,
I was really pulling my hair on this one. Thanks for your help, Roy,
but once I got the code in, it still wasn't working. After playing with
the ^%$ thing thru a thousand variations, I finally found out why the
template failed. It wasn't the code. I had removed a blank line after
der Mouse,
Well, that certainly explains it. Although I have read EVERY WORD in
the RT Essential book, I had read quite a bit and don't remember any
comment to that bit of technical detail and yes, that would have helped
a lot. Thanks again.
Kenn
LBNL
der Mouse wrote:
It wasn't the
Steve,
I just checked our privileges/Queues and your sounds very similar. We
also have ModifySelf for global Privileged users. Are the Queues
checked as enabled (dumb question but thought I'd ask)?
Kenn
LBNL
Steve Ao wrote:
Using RT 3.5.7. on FC5. Nothing reported missing on make test.
To all,
I am creating a new scrip with the condition on status change and
additional condition code of:
return 0 ( $self-TicketObj-Status eq 'open' );
return 0 ( $self-TicketObj-Status eq 'deleted' );
return 0 ( $self-TicketObj-Status eq 'resolved' );
I have used this additional condition
JJ,
There are a couple reasons why this might happen. One, if the same
person is both requestor owner and the scrip action notifies both.
Another is that the person getting two E_mails is also in a watcher
group and the script also notifies watchers. Look at the userId getting
two E_mails
Stephen,
Sorry I took so long to respond. That did it and thanks.
Kenn
LBNL
Stephen Turner wrote:
At Friday 3/23/2007 03:37 PM, Kenneth Crocker wrote:
To all,
I am creating a new scrip with the condition on status
change and additional condition code of:
return 0
JJ,
It looks like you have the same scrips for both Global and per Queue.
That is not necessary unless you want the Queue version to act
differently. If so, you name it the same and have different actions or
templates, etc. specified. Global means exactly that, ALL Queues will
use it. If
Steve,
There are many reasons this might happen. What are the privileges you
have allowed for the AdminCc and Requestor Roles? Are the same UserId's
in any groups that are getting notifications? What Global/Queue Scrips
have you set up and where are they sent? Without that info, it will be
Mathew,
I'm not a perl expert by any stretch, but I've coded in over 25
different languages over several decades (I'm really old) so my comments
are in relation to the conditional logic, not syntax. It seems to me as
I look at the OR Resolved $StartDate part, you will always get a
Alan,
I have run into the Requestorless tickets before and found that it
only happens when I use the Quick Ticket function at the bottom of the
home page. I mentioned this to Jesse over a year ago and my
understanding was that it was addressed in 3.6.3. As to the no GroupID
stuff, are the
Carlos,
Just modify the existing global templates or copy them and create new
ones with a modified version of what you copy and then point the scrips
to those templates. Rt is designed to allow this. No need to fool around
with the DataBase.
Kenn
LBNL
Carlos Silva wrote:
Hi,
I
Jared,
Is there someone that exists in both groups? If so, that person could
save the search from one Queue as a personal search and then get into
the other Queue for the other group and load that personnaly saved
search and save it again under a different title as a Queue saved
search?
Stephen,
In response to the The saved search related rights on a group seem not
to be used for anything. comment; The saved searches privileges for
groups is based on the fact that the whole point of assigning group
privileges to a Queue is because the owner of that Queue, or users, may
Stephan,
Along with ShowSavedSearches you also have to grant ModifySelf.
Also,I was only addressing a comment made about the usefullness of the
rights.
Kenn
LBNL
Stephen Turner wrote:
At Tuesday 4/3/2007 11:38 AM, Kenneth Crocker wrote:
Stephen,
In response to the The saved
Stephan,
Well, I guess you got me there. We either allow ALL the Search Rights
(Show, Load, Edit, Save) or nothing at all. We figure, what's the point
of seeing it if you can't load, edit, and save it.
Kenn
LBNL
Stephen Turner wrote:
At Tuesday 4/3/2007 04:50 PM, Kenneth Crocker wrote
N.J,
Did you get any answers for this?
Kenn
LBNL
N.J. Thomas wrote:
hello,
How do I assign permissions such that everyone in a certain group can
view a ticket when a single member of their group opens a ticket in
some queue?
i.e., suppose I have two queues:
AccountingQueue
Gene,
Why don't you put some code in the IP E_mail template to grab the
transaction value?
Kenn
LBNL
Gene LeDuc wrote:
Hi All,
I saw a post with a similar issue a while ago, but the solutions offered
don't fit my situation.
I have 2 custom fields, IP and State. IP is a single value
Pujari,
What privileges have you granted? ModifySelf must be granted along
with the Load/Edit/ShowSavedSearch privileges.
Kenn
LBNL
Pujari, Shreekant wrote:
Hi,
I am new user to RT.I tried to save my query and tried to Load it. Query
windows does not load the query. A`ny suggestions.
Pujari,
On what basis? Global everyone? Global Privileged? Queue by Queue for
groups? That kind of info will help.
Kenn
LBNL
Pujari, Shreekant wrote:
I have granted all privileges
- Original Message -
From: Kenneth Crocker [EMAIL PROTECTED]
To: Pujari, Shreekant
Cc: rt-users
Karen, Borut, Stephan,
Thank you all for your replies. My intent is that once a person has
already updated a CF, RT would recognise that a transaction has occurred
against the ticket and my user-defined condition would execute, which
would modify the ticket status field only. It's
To all,
We want to create an interface to RT whereby users can create tickets
by sending in a form thru E-mail. Has anyone done this and do you have
any examples and helpful suggestions? Thanks.
Kenn
LBNL
___
Gene,
I'm certainly no expert, but usually it's the simple assumed things
that bite us. You're stated
Since the returned value ($val) is 1, the Acknowledge template should
get run, but it doesn't. I'm certain of this because the first line of
the template is:
{ $RT::Logger-debug(Template
LBNL
Stephen Turner wrote:
At Tuesday 4/17/2007 01:31 PM, Kenneth Crocker wrote:
To all,
We want to create an interface to RT whereby users can create
tickets by sending in a form thru E-mail. Has anyone done this and do
you have any examples and helpful suggestions? Thanks.
Kenn
LBNL
doing, I'll be happy to share what I have. Letting the web form
build the e-mail makes it very easy to extract the data when it hits RT
because you get to define the data format.
At 10:31 AM 4/17/2007, Kenneth Crocker wrote:
To all,
We want to create an interface to RT whereby users
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