[rt-users] Placing Custom Fields into the Subject
Date: Fri, 9 Mar 2012 08:33:22 -0500
From: Chad Osmond chad.osm...@compfitness.com
Subject: [rt-users] Placing Custom Fields into the Subject
Hi,
We have messages coming in with a generic subject, and we're using
ExtractCF to pull out important information from the body into the Custom
Fields, which works amazing.
But I'd like to re-write the subject with some of the information
contained in the custom fields..
Does anyone have an example on how to do this?
I assume it's a Scrip, On Create, running after our ExtractCF scrip...
Thanks,
Chad Osmond
Just implemented such a scrip here last week. We set the subject to the
concatenation of two custom fields, Report Type and Report.
After the scrip executes, the subject appears as Report Type: Report
Description: 001 On Create, Set Subject to CF Values
Condition: On Create
Action: User Defined
Template: Global template: Blank
Stage: TransactionCreate
Custom Condition:
# set the subject to Report Type : Report
my $subject = $self-TicketObj-FirstCustomFieldValue('Report Type') .
': ' .
$self-TicketObj-FirstCustomFieldValue('Report') ;
$self-TicketObj-SetSubject($subject) ;
We may end up using TransactionBatch, as we have several other scrips that
run On Create. The description has a 001 prefix to set the order for the
scrips to be executed (I read that somewhere, ).
Sharon Belliveau
Federal Reserve Board
[rt-users] turning off automated e-mails
Tom - When we started using RT (3.6?), we set the template to 'Blank' for all scrips until we figured out which messages we did want to send. We then enabled the On Resolve, Reply to Requestors. Drawback: no silent resolve. We briefly tried a user-defined scrip for a silent resolve. The scrip was tied to Custom Field called Reply to Requestors?. See the RT wiki for how to implement this: http://requesttracker.wikia.com/wiki/Silent_Resolve_%28MuteResolve_ReRedux%29 We are moving to RT 4 shortly and plan to enable scrips that will send email for Reply and Comments. RT 4 has a 'Recipients' box on top of the page for updating ticket. This box contains a check list of those whose role allows them to receive the current Reply or Comment. One can silently add comments by unchecking names. After we move to RT 4, we will disable scrip that sends a reply to requestors when the ticket is resolved. Folks can post a Reply when resolving at ticket if they'd like to send information to the Requestor. Sharon Belliveau Federal Reserve Board Subject: Re: [rt-users] turning off automated e-mails Tom, Also, you can disable ALL the Global notification scrips and just create what you want at the Queue level. The option to select whether you want an email to go out, with the default being NO, is not there, that I know of. However, if it is really that important, ask BP what it would cost to modify your version for you. Kenn LBNL On Tue, Nov 15, 2011 at 7:45 AM, Giuseppe Sollazzo gsoll...@sgul.ac.ukwrote: -BEGIN PGP SIGNED MESSAGE- Hash: SHA1 Hi Tom, there's a much simpler way of dealing with it: I guess you want to have a look at Scrips and Templates. You can disable some of them. For example, Autoreply is the one triggered when a ticket is created, Correspond is the one triggered for any other reply except for a ticket resolution, Resolved is the resolution. Possibly, you want to leave just Autoreply and Resolved as active. Giuseppe On 15/11/11 15:24, Tom Hansen wrote: I am new to RT but I have done extensive searching on this and have not found what I am looking for. So, apologies if this is an FAQ that I have somehow missed. Basically, I want to set up RT4 so that it will only send e-mails upon explicit request. No e-mails on ticket creation, no e-mails on status change, no e-mails on adding comments/replies. I would just like, on every reply/comment, to have an e-mail this option so that an admin can very simply choose at the time of entering a reply or comment, to actually send as an e-mail. The DEFAULT would always be to NOT send any e-mails to anyone, and even if you choose to update a requestor on a particular reply or comment, I don't want that action to turn on the faucet for that user- I want the default to always be NO E-MAIL. Why is this? Because I know that my user base would be irritated by such e-mails. I know I am when I get automated replies like Your ticket #7546564 has been received. Our next available tech will respond. It's like calling an 800 number and getting the infamous your call is very important to us. Please hold and your call will be answered in the order it was received. I ultimately would like the user to receive usually just one e-mail when the ticket is closed, consisting of a personal message from one of us that also gets recorded in RT. That's it. And even that should be optional. Even if the problem had to be bounced between two techs, escalated, placed on hold for a day pending response from the vendor, before finally being resolved by a third tech, and the manager. I just don't want the user going on that roller-coaster ride with us unless they want to, and then we would only want to manually send out those pieces of information that we explicitly choose to share, at the time that we want to share it. I don't want RT sending out ANY e-mails automatically, EVER. But I still want the capability to manually choose to send any reply/comment from RT to a user if need be. But only on explicit manual request from the admin entering the information into RT. This sounds like such a simple, obvious scenario, yet I find support for it nowhere. Must I spend a week learning the internals of RT and write my own extension, to just set it so that it will only send e-mails manually? For now I have implemented a quick fix to allow me to use RT: I inserted an exit statement into the top of the Perl code routine that sends e-mails -- it was the top recommendation on the wiki -- and then I went in and, via a custom callback I got from the Wiki, suppressed the listing of those numerous e-mail sent entries that pollute the ticket history. But this solution means that I'm forever copying and pasting to and from e-mails to users. Which is fine, it's doable. But why does it need to be so hard to just turn off automatic e-mailing from RT? RT
[rt-users] More tickets Indicator on RT-at-a-Glance search results
Hello - We've had several users ask if dashboards on the RT-at-a-Glance page could include an indicator that there are more tickets for this search. For example, each dashboard shows the first 15 (or whatever number is set in Preferences) tickets returned by the search. There is no hint that there are more tickets that match the search criteria. Any suggestions on how we could add an arrow or a 'More' link or other such indicator to the dashboard? Sharon Belliveau Application Design + Development Research Statistics Federal Reserve Board RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] RT-Users Digest, Vol 90, Issue 67
Date: Wed, 21 Sep 2011 14:55:28 +0200 From: Michael Polenske michael.polen...@skm-skyline.de To your second question - I want to create to search to find all tickets of my group - something like cc.id == _groupofcurrentuser__ Try using WatcherGroup.id in your query. We have a dashboard for a group whose id is 119. The search criteria includes 'WatcherGroup.id = 119'. The query returns all tickets where any member of group 119 has a role: owner, requestor, cc or admincc. Sharon Belliveau Application Design + Development Research Statistics Federal Reserve Board RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
[rt-users] I need two scrips (Cena, Stephen (ext. 300))
To Steve - To your first question, 1. Notify via email a group that a ticket has been submitted. (EX: Someone submits a ticket to General it emails the admins). Try setting the group as AdminCCs for the General queue, add a scrip for the General queue with condition 'On Create', action 'Notify AdminCcs', with any apppropriate template. Sharon Belliveau Federal Reserve Board RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
[rt-users] Set Dashboard Subscription to run 4 time per day?
Hello - I've searched for this in past messages to no avail. Can one set a subscription to the same dashboard to multiple times per day, say 10:00am, 11:00am, 1:00pm and 2:00pm on Monday -Friday? I am able to subscribe at one time slot per day. This dashboard lists the tickets owned by Nobody. Thank you - Sharon Belliveau Federal Reserve Board
Re: [rt-users] RT-Users Digest, Vol 85, Issue 64
Can I join the bandwagon and get copies? Thanks! Sharon Belliveau | | From: | | --| |rt-users-requ...@lists.bestpractical.com | --| | | To:| | --| |rt-users@lists.bestpractical.com | --| | | Date: | | --| |04/20/2011 03:07 AM | --| | | Subject: | | --| |RT-Users Digest, Vol 85, Issue 64 | --| | | Sent by: | | --| |rt-users-boun...@lists.bestpractical.com | --| Send RT-Users mailing list submissions to rt-users@lists.bestpractical.com To subscribe or unsubscribe via the World Wide Web, visit http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users or, via email, send a message with subject or body 'help' to rt-users-requ...@lists.bestpractical.com You can reach the person managing the list at rt-users-ow...@lists.bestpractical.com When replying, please edit your Subject line so it is more specific than Re: Contents of RT-Users digest... Today's Topics: 1. Re: Users Handbook (Andrew Marosi) -- Message: 1 Date: Wed, 20 Apr 2011 00:06:25 -0700 From: Andrew Marosi amar...@lamparts.com To: 'rt-users@lists.bestpractical.com' rt-users@lists.bestpractical.com Subject: Re: [rt-users] Users Handbook Message-ID: 15DF9116EFA72B41BA18ECC2ABD870F55C7848F1@uslaxmail02 Content-Type: text/plain; charset=utf-8 Perhaps a link via a file hosting site - that way we all can grab a copy? -- Sent using BlackBerry From: Nehmer Torben [mailto:torben.neh...@cancom.de] Sent: Tuesday, April 19, 2011 11:53 PM To: rt-users@lists.bestpractical.com rt-users@lists.bestpractical.com Subject: Re: [rt-users] Users Handbook Hi Ken, Same here too, it would be greate if I could have a copy too. Torben Nehmer --- Torben Nehmer Diplom Informatiker (FH) Business System Developer CANCOM Deutschland GmbH Messerschmittstr. 20 89343 Scheppach Germany Tel.: +49 8225 - 996-1118 Fax: +49 8225 - 996-41118 torben.neh...@cancom.demailto:torben.neh...@cancom.de www.cancom.dehttp://www.cancom.de CANCOM Deutschland GmbH Sitz der Gesellschaft: Jettingen-Scheppach HRB 10653 Memmingen Gesch?ftsf?hrer: Martin Mayr, Tobias H?rmann Diese E-Mail und alle mitgesendeten Dateien sind vertraulich und ausschlie?lich f?r den Gebrauch durch den Empf?nger bestimmt! This e-mail and any files transmitted with it are confidential intended solely for the use of the addressee! Von: rt-users-boun...@lists.bestpractical.com [ mailto:rt-users-boun...@lists.bestpractical.com] Im Auftrag von Paul O'Rorke Gesendet: Mittwoch, 20. April 2011 06:06 An: rt-users@lists.bestpractical.com Betreff: Re: [rt-users] Users Handbook Hi Ken, I'd love both the User and Admin if that's a possibility? Paul On 11-04-19 07:27 PM, Rocel M. Lacida wrote: Hello
[rt-users] Error when attempting to display My Rights
We are running RT 3.8.8. From the web interface, under Preferences, users with rights to access RT see an option called 'My Rights' which has links for 'Queue Rights' and 'Ticket Custom Fields.' The error listed below displayed when either is selected: Can't call method id on an undefined value at [snip]/rt3/bin/../local/lib/RTx/RightsMatrix.pm line 77. For super users, the web pages display properly, listing queue or custom fields rights. We tried giving privileged users ShowACL and ModifyACL rights- error still appears. Suggestions for resolving this error for other users or for removing the 'My Rights' option would be gratefully appreciated. Sharon Belliveau
[rt-users] Error when attempting to display My Rights
We are running RT 3.8.8. From the web interface, under Preferences, users with rights to access RT see an option called 'My Rights' which has links for 'Queue Rights' and 'Ticket Custom Fields.' The error listed below displayed when either is selected: Can't call method id on an undefined value at [snip]/rt3/bin/../local/lib/RTx/RightsMatrix.pm line 77. For super users, the web pages display properly, listing queue or custom fields rights. We tried giving privileged users ShowACL and ModifyACL rights- error still appears. Suggestions for resolving this error for other users or for removing the 'My Rights' option would be gratefully appreciated. Sharon Belliveau Federal Reserve Board
[rt-users] Are privileged users able to customize RT at a Glance?
We are running RT 3.8.7. Are privileged users allowed to customize their home page, RT at a Glance? Some thought they were able to with earlier versions but are unable to know. The Preferences option is missing as well. Have we disable some right(s)? If so, how can we enable folks to customize their home pages and preferences? Sharon Belliveau
[rt-users] AUTO: Sharon Belliveau is out of the office. (returning 03/29/2010)
I am out of the office until 03/29/2010. For immediate assistance, please contact the ARC Help Desk (202) 452-3700 or email ARC-GURU. I will reply to your message upon my return. Note: This is an automated response to your message RT-Users Digest, Vol 72, Issue 54 sent on 3/23/2010 9:47:36 AM. This is the only notification you will receive while this person is away. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
