[rt-users] Changing shape of ticket ID

2016-06-16 Thread Primoz Jeroncic
Hi
I'm trying to find this for a while, but it seems any help or
experiences regarding this are non-existing, which I hardly believe it
could be possible nowadays :)
I would need to change my ticket ID shape from current [rtname #] to
something more simple and obvious. Preferred would form would be
something like rtname-. That means basically same as it is, just
without [] brackets, spaces and #. Just plane rtname followed by dash
and ticket id number.
I'm sure it can be done, but no matter how much I try and search, I
don't find way how to do it.
I would really appreciate some help and hints how to do this.

PS: I know changing this, would break all connections of new
tickets/replies to old tickets with existing tickets, but I'm fine with
that.

Thanks for help!
-- 
br,
Primoz Jeroncic
Support - IP Connectivity & Routing
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Borovec 2   tel: +386 1 8100100  | The longer I run,
SI-1236 Trzin   primoz(at)softnet.si | the smaller the
Sloveniahttp://www.softnet.si| problems become.
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[rt-users] Changing ticket shape/format

2016-03-29 Thread Primoz Jeroncic
Hi guys

I'm trying to find this on web (wiki, docs...) but with no luck.
Currently our ticket look like default RT ticket, [domain.com #],
but it's obviously too much for certain people to comprehend this and
include whole ticket in subject, so instead of replying to already
opened ticket, we are getting new tickets with every new mail, as they
"forget" to include brackets, or domain or they "invent" whole new
format of existing ticket.
To make thing easier even for most brain dead people, I would like to
change ticket from [domain.com #] to something more simple, like
XY#. No brackets, no spaces, no domains just simple two or 3 letters
following by (hash)number.
Any suggestion where and how this could be done, would be greatly
appreciated.
I know I shouldn't do this, as I remove any connection with old tickets,
so once mail comes with old ticket id, it will create new ticket, but I
can live with this. I can manually find and merge those few newly
created tickets which would refer to old ones, and even if not, it won't
be end of the world, as it's certainly less annoying then manually
merging endless amount of tickets every day, as some people can't leave
subject line intact.

Thanks for all the help!
-- 
br,
Primoz



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[rt-users] Automatically adding CC from mails to Watchers/CC in ticket

2015-11-02 Thread Primoz Jeroncic
Hi guys

I went through the archives, but still somehow I can't manage to get
this to work, so I would appreciate some help and patience :)

We have clients, who open ticket via e-mail, and all works fine, except
that some clients open ticket from their personal e-mail (which becomes
"owner" of the ticket/requestor), and they put their group mail as cc.
Now if I want replies to go automatically to requestor (to his personal
mail, from which they opened ticket) and also to their group mail, I
need to add this group mail under each ticket (People->Add new watchers)
by hand.
As this is time consuming, and I'm not by machine checking this 24/7, to
be able to add them by hand, I was hoping there could be way for RT to
add these CC addresses from original mail which opened the new ticket,
as watchers (as CC:) in RT ticket automatically.

I saw few replies in archive, about creating script under particular
queue with following data:
Condition: On create
Action: Notify CCs
Template: Global template: Transaction
Stage: TransactionCreate

I tried this, but it doesn't really do what I would like to. Is there
any other (proper) way to achieve this and have RT adding CCs from mail
automatically also to Ticket's CC?


PS: We are running 4.0.6, but I hope that's not going to be issue.

Thanks for help!
-- 
br,
Primoz Jeroncic
Support - IP Connectivity & Routing
---
Softnet d.o.o.   |
Borovec 2   tel: +386 1 8100100  | The longer I run,
SI-1236 Trzin   primoz(at)softnet.si | the smaller the
Sloveniahttp://www.softnet.si| problems become.
---



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