Re: [rt-users] Set priority - On queue change
Hi Kenneth, Thanks for the suggestion. Would you have a script that would be able to do this that I could test ? -- View this message in context: http://requesttracker.8502.n7.nabble.com/Set-priority-On-queue-change-tp59579p59583.html Sent from the Request Tracker - User mailing list archive at Nabble.com.
[rt-users] Set priority - On queue change
Hi , Is there a way to make sure someone changes the priority from 0 on queue change I have three queues and all the tickets come into one queue first and then are assigned out to the different queues. I would like to make sure people set a priority before first before assigning the ticket out Any help or ideas much much appreciated -- View this message in context: http://requesttracker.8502.n7.nabble.com/Set-priority-On-queue-change-tp59579.html Sent from the Request Tracker - User mailing list archive at Nabble.com.
[rt-users] Set Owner on Queue Change
Hi, I have 4 queues with staff being able to assign tickets between the queues. Sometimes when they get passed to a different queue people forgot to assign the ticket to someone who works on that queue. This messy when you run stats on that queue Does anyone have a script that requires users to set the owner of the ticket to someone who manages that queue ( group ) or set it to nobody ? -- View this message in context: http://requesttracker.8502.n7.nabble.com/Set-Owner-on-Queue-Change-tp59513.html Sent from the Request Tracker - User mailing list archive at Nabble.com.
Re: [rt-users] RT Reminders - Not sending email
Hi Kevin Alex, Please see the full log === Precedence: bulk X-RT-Loop-Prevention: domain.com RT-Ticket: domain.com #28962 Managed-BY: RT 4.0.17 (http://www.bestpractical.com/rt/) RT-Originator: jon@domain.com MIME-Version: 1.0 Content-Transfer-Encoding: 8bit Content-T[Fri Aug 8 10:19:37 2014] [debug]: You've enabled GraphViz, but we couldn't load the module: Can't locate GraphViz.pm in @INC (@INC contains: /opt/rt4/bin/../local/lib /opt/rt4/ bin/../lib /usr/local/lib64/perl5 /usr/local/share/perl5 /usr/lib64/perl5/vendor_perl /usr/share/perl5/vendor_perl /usr/lib64/perl5 /usr/share/perl5 .) at /opt/rt4/bin/../lib/RT/ Config.pm line 552. (/opt/rt4/bin/../lib/RT/Config.pm:553) [Fri Aug 8 10:19:37 2014] [debug]: RT's GnuPG libraries couldn't successfully read your configured GnuPG home directory (/opt/rt4/var/data/gpg). PGP support has been disabled (/ opt/rt4/bin/../lib/RT/Config.pm:589) [Fri Aug 8 10:19:37 2014] [debug]: The RTAddressRegexp option is not set in the config. Not setting this option results in additional SQL queries to check whether each address b elongs to RT or not. It is especially important to set this option if RT recieves emails on addresses that are not in the database or config. (/opt/rt4/bin/../lib/RT/Config.pm:44 8) [Fri Aug 8 10:19:37 2014] [debug]: Converting 'utf-8' to 'utf-8' for text/plain - [domain.com #28962] test (/opt/rt4/bin/../lib/RT/I18N.pm:244) [Fri Aug 8 10:19:37 2014] [debug]: Calling SetRecipientDigests for transaction RT::Transaction=HASH(0x54c05c8), id 408604 (/opt/rt4/bin/../lib/RT/Action/SendEmail.pm:629) [Fri Aug 8 10:19:37 2014] [debug]: Working on mailfield To; recipients are (/opt/rt4/bin/../lib/RT/Action/SendEmail.pm:645) [Fri Aug 8 10:19:37 2014] [debug]: Subject: [domain.com #28962] test From: Jon Doe via RT helpd...@domain.com Reply-To: helpd...@domain.com References: rt-ticket-28...@domain.com Message-ID: rt-4.0.17-7672-1407493177-786.28962-...@domain.com Precedence: bulk X-RT-Loop-Prevention: domain.com RT-Ticket: domain.com #28962 Managed-BY: RT 4.0.17 (http://www.bestpractical.com/rt/) RT-Originator: jon@domain.com MIME-Version: 1.0 Content-Transfer-Encoding: 8bit Content-Type: text/plain; charset=utf-8 X-RT-Original-Encoding: utf-8 (/opt/rt4/bin/../lib/RT/Action/SendEmail.pm:652) [Fri Aug 8 10:19:37 2014] [debug]: Removing deferred recipients from To: line (/opt/rt4/bin/../lib/RT/Action/SendEmail.pm:675) [Fri Aug 8 10:19:37 2014] [debug]: Setting deferred recipients for attribute creation (/opt/rt4/bin/../lib/RT/Action/SendEmail.pm:684) [Fri Aug 8 10:19:37 2014] [debug]: Working on mailfield Cc; recipients are (/opt/rt4/bin/../lib/RT/Action/SendEmail.pm:645) [Fri Aug 8 10:19:37 2014] [debug]: Subject: [domain.com #28962] test From: Jon Doe via RT helpd...@domain.com Reply-To: helpd...@domain.com References: rt-ticket-28...@domain.com Message-ID: rt-4.0.17-7672-1407493177-786.28962-...@domain.com Precedence: bulk X-RT-Loop-Prevention: domain.com RT-Ticket: domain.com #28962 Managed-BY: RT 4.0.17 (http://www.bestpractical.com/rt/) RT-Originator: jon@domain.com MIME-Version: 1.0 Content-Transfer-Encoding: 8bit Content-Type: text/plain; charset=utf-8 X-RT-Original-Encoding: utf-8 (/opt/rt4/bin/../lib/RT/Action/SendEmail.pm:652) [Fri Aug 8 10:19:37 2014] [debug]: Removing deferred recipients from Cc: line (/opt/rt4/bin/../lib/RT/Action/SendEmail.pm:675) [Fri Aug 8 10:19:37 2014] [debug]: Setting deferred recipients for attribute creation (/opt/rt4/bin/../lib/RT/Action/SendEmail.pm:684) [Fri Aug 8 10:19:37 2014] [debug]: Working on mailfield Bcc; recipients are (/opt/rt4/bin/../lib/RT/Action/SendEmail.pm:645) [Fri Aug 8 10:19:37 2014] [debug]: Subject: [domain.com #28962] test From: Jon Doe via RT helpd...@domain.com Reply-To: helpd...@domain.com References: rt-ticket-28...@domain.com Message-ID: rt-4.0.17-7672-1407493177-786.28962-...@domain.com Precedence: bulk X-RT-Loop-Prevention: domain.com RT-Ticket: domain.com #28962 Managed-BY: RT 4.0.17 (http://www.bestpractical.com/rt/) RT-Originator: jon@domain.com MIME-Version: 1.0 Content-Transfer-Encoding: 8bit Content-Type: text/plain; charset=utf-8 X-RT-Original-Encoding: utf-8 (/opt/rt4/bin/../lib/RT/Action/SendEmail.pm:652) [Fri Aug 8 10:19:37 2014] [debug]: Removing deferred recipients from Bcc: line (/opt/rt4/bin/../lib/RT/Action/SendEmail.pm:675) [Fri Aug 8 10:19:37 2014] [debug]: Setting deferred recipients for attribute creation (/opt/rt4/bin/../lib/RT/Action/SendEmail.pm:684) [Fri Aug 8 10:19:37 2014] [debug]: No recipients found for deferred delivery on transaction #408604 (/opt/rt4/bin/../lib/RT/Action/SendEmail.pm:697) [Fri Aug 8 10:19:37 2014] [info]: rt-4.0.17-7672-1407493177-786.28962-...@domain.com #28962/408604 - Scrip #rule (/opt/rt4/bin/../lib/RT/Action/SendEmail.pm:285) [Fri Aug 8 10:19:37 2014] [info]: rt-4.0.17-7672-1407493177-786.28962-...@domain.com No recipients found. Not sending.
[rt-users] RT Reminders - Not sending email
I am unable to get RT to send email reminders using the RT Reminder function. Any help much appricated *RT Version *= RT 4.0.17 *Issue* : unable to get emails to send using the RT Reminders *Log * [Fri Aug 8 15:38:02 2014] [debug]: Converting 'utf-8' to 'utf-8' for text/plain - [domain.com #28979] test1 (/opt/rt4/bin/../lib/RT/I18N.pm:244) [Fri Aug 8 15:38:02 2014] [debug]: Calling SetRecipientDigests for transaction RT::Transaction=HASH(0x765c418), id 408835 (/opt/rt4/bin/../lib/RT/Action/SendEmail.pm:629) [Fri Aug 8 15:38:02 2014] [debug]: Working on mailfield To; recipients are (/opt/rt4/bin/../lib/RT/Action/SendEmail.pm:645) [Fri Aug 8 15:38:02 2014] [debug]: Subject: [domain.com #28979] test1 -- View this message in context: http://requesttracker.8502.n7.nabble.com/RT-Reminders-Not-sending-email-tp58287.html Sent from the Request Tracker - User mailing list archive at Nabble.com. -- RT Training - Boston, September 9-10 http://bestpractical.com/training
[rt-users] Foward Template include images
Hi,
I am running RT 4.0.17 with the following forward template.
--
Content-Type: text/html
{$Ticket-Transactions-First-Content()}
--
Images don't display in outlook when I forward a ticket onto someone. The
first content is shown in the outlook email but the image is removed. Anyone
know what I need to change to correct this
Any help much appreciated.
--
View this message in context:
http://requesttracker.8502.n7.nabble.com/Foward-Template-include-images-tp57268.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.
--
RT Training - Dallas May 20-21
http://bestpractical.com/training
Re: [rt-users] Showing Images in body of requests
Great thanks. I upgrade are test environment to the latest version and see how it goes. -- View this message in context: http://requesttracker.8502.n7.nabble.com/Showing-Images-in-body-of-requests-tp57126p57191.html Sent from the Request Tracker - User mailing list archive at Nabble.com. -- RT Training - Dallas May 20-21 http://bestpractical.com/training
[rt-users] Showing Images in body of requests
Hi, Running Rt Request 4.0.17 I use sharepoint forms ( InfoPath ) that when submitted they get logged into Rt Request 4.0.17. I am unable to see the images (Info forms) in the body of the tickets. I have enabled richtext in the RT_SiteConfig.pm but it only shows some of the form and all the boxes are missing. Anyone any ideas Thanks in advance -- View this message in context: http://requesttracker.8502.n7.nabble.com/Showing-Images-in-body-of-requests-tp57126.html Sent from the Request Tracker - User mailing list archive at Nabble.com. -- RT Training - Dallas May 20-21 http://bestpractical.com/training
Re: [rt-users] Dashboard Subscriptions - Frequency
Anyone know if this is possible ? -- View this message in context: http://requesttracker.8502.n7.nabble.com/Dashboard-Subscriptions-Frequency-tp55692p55794.html Sent from the Request Tracker - User mailing list archive at Nabble.com.
[rt-users] Dashboard Subscriptions - Frequency
Hi, On Dashboard subscriptions you can set the Frequency to Daily , Week , Monday through Friday and Monthly. Is it possible to set it every 6 Months / Yearly ? -- View this message in context: http://requesttracker.8502.n7.nabble.com/Dashboard-Subscriptions-Frequency-tp55692.html Sent from the Request Tracker - User mailing list archive at Nabble.com.
[rt-users] Check which queue owns a ticket
Hi, I have a number of queues that are used by different departments. When I assign a ticket over to a department I can't view the ticket anymore , which is fine. But if I search the ticket after I assign it over to a department I cant find out which queue owns it. I would like a way to check which queue owns the ticket when I search. Does anyone know if it is possible to create a custom field to allow me to check which queue owns a ticket ? Or is there a permission to allow this ? -- View this message in context: http://requesttracker.8502.n7.nabble.com/Check-which-queue-owns-a-ticket-tp55657.html Sent from the Request Tracker - User mailing list archive at Nabble.com.
[rt-users] Custom Field - Yes / No Option
Hi, I am trying to create a custom field with Yes / No options. If Yes is selected the custom Field would load a template and No won't load the template. I am using the following code in my script under Custom Condition Condition: User Defined $self-TicketObj-FirstCustomFieldValue(Custom Field Name) ne Yes) I'm not a programmer so I am struggling to figure how to get this working. Any help much appreciated -- View this message in context: http://requesttracker.8502.n7.nabble.com/Custom-Field-Yes-No-Option-tp55467.html Sent from the Request Tracker - User mailing list archive at Nabble.com.
[rt-users] Disable Comments on Resolve Tickets
Hi, When I resolve a request it adds a comment to the ticket. Is it possible to disable this ? Anyone have a script / template / notes on how to do this. Any help much appreciated -- View this message in context: http://requesttracker.8502.n7.nabble.com/Disable-Comments-on-Resolve-Tickets-tp55442.html Sent from the Request Tracker - User mailing list archive at Nabble.com. -- RT Training in New York, October 8th and 9th: http://bestpractical.com/training
[rt-users] User Replies to a forwarded requests and receives a new ticket number after replying
Hi, I just upgraded from 4.01 to 4.0.17. I forward requests to an externally company and they reply to the request. When they replied to the forwarded request the ticket would get updated as a comment and I use a script to update the owner of the ticket that a comment has been added. But since the upgrade when a company replies to the forward ticket they get a new ticket number. Any Ideas. Rt Log [Tue Oct 8 11:19:49 2013] [debug]: Encode::Guess guessed encoding: ascii (/opt/rt4/sbin/../lib/RT/I18N.pm:497) [Tue Oct 8 11:19:49 2013] [debug]: Encode::Guess guessed encoding: ascii (/opt/rt4/sbin/../lib/RT/I18N.pm:497) [Tue Oct 8 11:19:49 2013] [debug]: Mail from user #77625 (joeblo...@gmail.com) (/opt/rt4/sbin/../lib/RT/Interface/Email/Auth/MailFrom.pm:82) [Tue Oct 8 11:19:49 2013] [debug]: About to think about scrips for transaction #324567 (/opt/rt4/sbin/../lib/RT/Transaction.pm:173) [Tue Oct 8 11:19:49 2013] [debug]: About to think about scrips for transaction #324568 (/opt/rt4/sbin/../lib/RT/Transaction.pm:173) [Tue Oct 8 11:19:49 2013] [debug]: About to think about scrips for transaction #324569 (/opt/rt4/sbin/../lib/RT/Transaction.pm:173) [Tue Oct 8 11:19:49 2013] [debug]: About to think about scrips for transaction #324570 (/opt/rt4/sbin/../lib/RT/Transaction.pm:173) [Tue Oct 8 11:19:49 2013] [debug]: About to think about scrips for transaction #324571 (/opt/rt4/sbin/../lib/RT/Transaction.pm:173) [Tue Oct 8 11:19:49 2013] [debug]: About to prepare scrips for transaction #324571 (/opt/rt4/sbin/../lib/RT/Transaction.pm:177) [Tue Oct 8 11:19:49 2013] [debug]: Found 3 scrips for TransactionCreate stage with applicable type(s) Create for txn #324571 on ticket #23010 (/opt/rt4/sbin/../lib/RT/Scrips.pm:377) [Tue Oct 8 11:19:49 2013] [debug]: Skipping Scrip #144 because it isn't applicable (/opt/rt4/sbin/../lib/RT/Scrips.pm:229) [Tue Oct 8 11:19:49 2013] [debug]: Skipping Scrip #145 because it isn't applicable (/opt/rt4/sbin/../lib/RT/Scrips.pm:229) [Tue Oct 8 11:19:49 2013] [debug]: Converting 'utf-8' to 'utf-8' for text/plain - [company.com #23010] AutoReply: Re: test email (/opt/rt4/sbin/../lib/RT/I18N.pm:244) [Tue Oct 8 11:19:49 2013] [debug]: About to commit scrips for transaction #324571 (/opt/rt4/sbin/../lib/RT/Transaction.pm:200) [Tue Oct 8 11:19:49 2013] [debug]: Committing scrip #189 on txn #324571 of ticket #23010 (/opt/rt4/sbin/../lib/RT/Scrips.pm:182) [Tue Oct 8 11:19:49 2013] [debug]: Calling SetRecipientDigests for transaction RT::Transaction=HASH(0x7fcb23dc4990), id 324571 (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:629) [Tue Oct 8 11:19:49 2013] [debug]: Working on mailfield To; recipients are joebloggsobr...@gmail.com (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:645) [Tue Oct 8 11:19:49 2013] [debug]: Subject: [company.com #23010] AutoReply: Re: test email From: Helpdesk Support Queue via RT mycomp...@company.com Reply-To: helpd...@company.com In-Reply-To: CAOYx2GLypZSg1vAZXjnHdjvT+BsMRvYkh_gMOQKfwp5w=o-...@mail.gmail.com References: rt-ticket-23...@company.com 201310081108.r98B8o5d014532@helpdesk. mycomp...@company.com CAOYx2GL_b7UDG8BG4TGiMtzvL9fUjvtwESJw12arUKUoTy5m=g...@mail.gmail.com CAOYx2GLypZSg1vAZXjnHdjvT+BsMRvYkh_gMOQKfwp5w=o-...@mail.gmail.com Message-ID: rt-4.0.17-16871-1381231189-930.23010-18...@company.com Precedence: bulk X-RT-Loop-Prevention: company.com RT-Ticket: company.com #23010 Managed-BY: RT 4.0.17 (http://www.bestpractical.com/rt/) rt-originatorjosblo...@gmail.com Auto-Submitted: auto-replied To: joeblo...@gmail.com MIME-Version: 1.0 Content-Transfer-Encoding: 8bit Content-Type: text/plain; charset=utf-8 X-RT-Original-Encoding: utf-8 (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:652) [Tue Oct 8 11:19:49 2013] [debug]: Got user mail preference 'Individual messages' for user joebloggsobr...@gmail.com (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:666) [Tue Oct 8 11:19:49 2013] [debug]: Removing deferred recipients from To: line (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:675) [Tue Oct 8 11:19:49 2013] [debug]: Setting deferred recipients for attribute creation (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:6) [Tue Oct 8 11:19:49 2013] [debug]: Working on mailfield Cc; recipients are (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:645) [Tue Oct 8 11:19:49 2013] [debug]: Subject: [mycompany.com #23010] AutoReply: Re: test email From: Helpdesk Support Queue via RT mycomp...@company.com Reply-To: helpd...@company.com In-Reply-To: CAOYx2GLypZSg1vAZXjnHdjvT+BsMRvYkh_gMOQKfwp5w=o-...@mail.gmail.com References: rt-ticket-23...@company.com 201310081108.r98B8o5d014532@helpdesk.mycomp...@company.com CAOYx2GL_b7UDG8BG4TGiMtzvL9fUjvtwESJw12arUKUoTy5m=g...@mail.gmail.com CAOYx2GLypZSg1vAZXjnHdjvT+BsMRvYkh_gMOQKfwp5w=o-...@mail.gmail.com Message-ID: rt-4.0.17-16871-1381231189-930.23010-18...@company.com Precedence: bulk X-RT-Loop-Prevention: company.com RT-Ticket: company.com #23010 Managed-BY: RT 4.0.17 (http://www.bestpractical.com/rt/)
Re: [rt-users] User Replies to a forwarded requests and receives a new ticket number after replying
Found the issue. The subject line was in correct in the template. Change the subject line in the template and to Re: [domainname.com #23014] Subject Once the subject had the ticket number in the subject line everything work again. -- View this message in context: http://requesttracker.8502.n7.nabble.com/User-Replies-to-a-forwarded-requests-and-receives-a-new-ticket-number-after-replying-tp55430p55432.html Sent from the Request Tracker - User mailing list archive at Nabble.com. -- RT Training in New York, October 8th and 9th: http://bestpractical.com/training
Re: [rt-users] Weekly and Monthly Subscription mails to Dashboards not sending
Thanks Jim and Ruslan. I updated to the latest version of Request Tracker and the weekly / monthly subscriptions are working now :-). -- View this message in context: http://requesttracker.8502.n7.nabble.com/Weekly-and-Monthly-Subscription-mails-to-Dashboards-not-sending-tp55292p55392.html Sent from the Request Tracker - User mailing list archive at Nabble.com. -- RT Training in New York, October 8th and 9th: http://bestpractical.com/training
Re: [rt-users] Weekly and Monthly Subscription mails to Dashboards not sending
Hi Ruslan, I create a new dashboard and still can’t get the Frequency to work on the dashboard. In the RT log I get the following [Fri Sep 20 10:14:51 2013] [debug]: Checking against subscription 378 for recurringtasks with frequency weekly, hour 11:00, dow Friday, dom 20, fow 1, counter 6 (/opt/rt4/sbin/../lib/RT/Dashboard/Mailer.pm:152) I don’t get any emails and there’s no log in the mail log. Do I need to enable something to get the Frequency on the dashboards to work? It very strange the daily schedule works fine. Any other logs I could check to see why these emails are not being sent out ? -- View this message in context: http://requesttracker.8502.n7.nabble.com/Weekly-and-Monthly-Subscription-mails-to-Dashboards-not-sending-tp55292p55305.html Sent from the Request Tracker - User mailing list archive at Nabble.com. -- RT Training in New York, October 8th and 9th: http://bestpractical.com/training
Re: [rt-users] Weekly and Monthly Subscription mails to Dashboards not sending
Hi Jim, Thanks for the reply. We are running version RT 4.0.1. So hopefully if we upgrade to v4.0.3 of later we may have some success ? -- View this message in context: http://requesttracker.8502.n7.nabble.com/Weekly-and-Monthly-Subscription-mails-to-Dashboards-not-sending-tp55292p55310.html Sent from the Request Tracker - User mailing list archive at Nabble.com. -- RT Training in New York, October 8th and 9th: http://bestpractical.com/training
[rt-users] Weekly and Monthly Subscription mails to Dashboards not sending
Hi, I currently have daily, monthly and weekly dashboards that I subscribe too but for some reason I only receive the daily notifications. I have setup the cronjobs as 0 * * * * /opt/rt4/sbin/rt-email-dashboards I have enabled RT logging and get the following logs Checking against subscription 378 for recurringtasks with frequency weekly, hour 10:00, dow Wednesday, dom 1, fow 1, counter 2 (/opt/rt4/sbin/../lib/RT/Dashboard/Mailer.pm:152) I am not receiving anything in mail-logs. I’m not sure if I am missing something that I need to enable to get the weekly / monthly subscriptions working. Any help much appreciated. I can send on other logs if required -- View this message in context: http://requesttracker.8502.n7.nabble.com/Weekly-and-Monthly-Subscription-mails-to-Dashboards-not-sending-tp55292.html Sent from the Request Tracker - User mailing list archive at Nabble.com. -- RT Training in New York, October 8th and 9th: http://bestpractical.com/training
Re: [rt-users] Weekly and Monthly Subscription mails to Dashboards not sending
I found the maillog anyone see this before ? Unable to load dashboard 286 of subscription 287 for user joe: Failed to +load dashboard 286: Couldn't find row (/opt/rt4/sbin/../lib/RT/Dashboard/Mailer.pm:219) -- View this message in context: http://requesttracker.8502.n7.nabble.com/Weekly-and-Monthly-Subscription-mails-to-Dashboards-not-sending-tp55292p55293.html Sent from the Request Tracker - User mailing list archive at Nabble.com. -- RT Training in New York, October 8th and 9th: http://bestpractical.com/training
[rt-users] On Correspond - Help Needed
Hi, I forward my RT requests to an external company and then reply to the request with a ticket number. So I setup a script to forward the ticket number onto requester but they don't get the emails. My Script Condition : On Correspond Action:: Notify Requestors CC Template : Global Template : Correspondence Stage : TransactionCreate Anybody know what needs to be done to get this working ? If I change the Condition to On Transaction the requester gets the emails. I don't want to use On Transaction because the requester gets too many emails -- View this message in context: http://requesttracker.8502.n7.nabble.com/On-Correspond-Help-Needed-tp54338.html Sent from the Request Tracker - User mailing list archive at Nabble.com. -- RT Training in Seattle, June 19-20: http://bestpractical.com/training
[rt-users] Forwarding Request to External Address
Hi, I forward my requests to a external company. But when they reply the requester doesn't get the replies. I can get it working by using the On Transaction ( condition ) , is there any way to get it working with the On Correspond ( condition ) ? Any help much appreciated. -- View this message in context: http://requesttracker.8502.n7.nabble.com/Forwarding-Request-to-External-Address-tp54312.html Sent from the Request Tracker - User mailing list archive at Nabble.com. -- RT Training in Seattle, June 19-20: http://bestpractical.com/training
[rt-users] Change the Forward Template
Hi, Does anyone know if its possible to change the Forward template ? If I go to the Action Button and Select forward I enter a email address and the email get sent with a attachment with the ticket details I would like to remove the attachment and just have the details of the ticket attached. -- View this message in context: http://requesttracker.8502.n7.nabble.com/Change-the-Forward-Template-tp54240.html Sent from the Request Tracker - User mailing list archive at Nabble.com. -- RT Training in Seattle, June 19-20: http://bestpractical.com/training
Re: [rt-users] Change the Forward Template
Hi Ruslan, Could you send me on details of how to do this. Im abit of a newbie. Thanks -- View this message in context: http://requesttracker.8502.n7.nabble.com/Change-the-Forward-Template-tp54240p54242.html Sent from the Request Tracker - User mailing list archive at Nabble.com. -- RT Training in Seattle, June 19-20: http://bestpractical.com/training
[rt-users] Add Attachments to Custom Template
Hi,
I have a template that emails a group when a ticket changes queue with the
details of the request. I need to add the attachments to the email, but I
cant figure out whats required to add the attachments.
---
Condition : On Queue Change
Action : Notify Other Recipients
Template : My Template Name
Stage : Transaction Create
--
Template - My Template Name
To: { my $group = RT::Group-new( $RT::SystemUser );
$group-LoadUserDefinedGroup(My Group);
$group-MemberEmailAddressesAsString; }
{$Ticket-Transactions-First-Content()}
-
Anyone have a script that adds attachments ?
Any help much appreciated.
--
View this message in context:
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Sent from the Request Tracker - User mailing list archive at Nabble.com.
--
RT Training in Seattle, June 19-20: http://bestpractical.com/training
Re: [rt-users] Add Attachments to Custom Template
thanks Ruslan for the link. I made the changes and now I get the images as [cid:image001.jpg@018998C2.1ErttE250] in the email notifications. Is there anyway to get the images to attached to the email or to get the image to display correctly ? -- View this message in context: http://requesttracker.8502.n7.nabble.com/Add-Attachments-to-Custom-Template-tp54247p54251.html Sent from the Request Tracker - User mailing list archive at Nabble.com. -- RT Training in Seattle, June 19-20: http://bestpractical.com/training
Re: [rt-users] Moving a ticket to a new queue , assign to the owner of the queue
Thanks Ruslan , that worked -- View this message in context: http://requesttracker.8502.n7.nabble.com/Moving-a-ticket-to-a-new-queue-assign-to-the-owner-of-the-queue-tp54090p54134.html Sent from the Request Tracker - User mailing list archive at Nabble.com. -- RT Training in Seattle, June 19-20: http://bestpractical.com/training
[rt-users] Alert Group when a ticket in placed into stall
Hi
Does anyone have a script to alert a group when a ticket/request is placed
in a Stall condition.
I use the following to alert the group
To: { my $group = RT::Group-new( $RT::SystemUser );
$group-LoadUserDefinedGroup(Group Name);
$group-MemberEmailAddressesAsString; }
but I cant find the Condition (On Stall ) when setting up the script
Any help much appreciated
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[rt-users] Moving a ticket to a new queue , assign to the owner of the queue
Hi, I currently have three queues setup. Each department has there own queue and own login. Queue A - Owner A Queue B - Owner B Queue C - Owner C Example A ticket is logged into queue A , queue A does there work and then has an option to assign the ticket to queue B or C and the also to the owner of B or C The issue I am having is that queue A can assign the ticket to queue B but put the owner as queue C I need a script to make sure that if you assign a ticket to queue B that you must set the owner as owner B and if you set them incorrectly to prompts you that this is not possible Any help much appreciated -- View this message in context: http://requesttracker.8502.n7.nabble.com/Moving-a-ticket-to-a-new-queue-assign-to-the-owner-of-the-queue-tp54090.html Sent from the Request Tracker - User mailing list archive at Nabble.com. -- RT Training in Seattle, June 19-20: http://bestpractical.com/training
[rt-users] Notify Requestor of Queue change
Hi, I am trying to get a script to notify the requester when there ticket gets moved to another queue. Does anyone know how to do this ? I have setup the following script setup but it does not work Condition : On queue change Action : Auto reply to requestors Template : My own Stage : Transaction create -- View this message in context: http://requesttracker.8502.n7.nabble.com/Notify-Requestor-of-Queue-change-tp52574.html Sent from the Request Tracker - User mailing list archive at Nabble.com.
[rt-users] Notifying Ticket Owners of email updates
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