[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

[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 ___

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

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

[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.

[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

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

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

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

[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

[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

Re: [rt-users] Help with approval templates

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

[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

Re: [rt-users] Help with approval templates

-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

[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