Re: [rt-users] Modify ticket 'body' after extracting custom fields?
On Mon, Feb 04, 2013 at 05:25:45PM -0500, Dan Madere wrote: The way I handle this is, a scrip finds the email address and message body using regular expressions. It then sets the requestor to the given email address and makes an additional comment on the ticket with just the message body so it's easy to read and quote. We also exclude these web form tickets from receiving an auto reply. Roy - Dan's solution is one of the best to implement. While it is technically possible to modify the body of an incoming email from a MailPlugin, it isn't really advisable since you lose any method of debugging what happened. We often do what Dan suggested for clients. -kevin pgpj8ASWfdbze.pgp Description: PGP signature -- Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T
Re: [rt-users] Modify ticket 'body' after extracting custom fields?
On 2/5/13 10:57 AM, Kevin Falcone wrote: On Mon, Feb 04, 2013 at 05:25:45PM -0500, Dan Madere wrote: The way I handle this is, a scrip finds the email address and message body using regular expressions. It then sets the requestor to the given email address and makes an additional comment on the ticket with just the message body so it's easy to read and quote. We also exclude these web form tickets from receiving an auto reply. Roy - Dan's solution is one of the best to implement. While it is technically possible to modify the body of an incoming email from a MailPlugin, it isn't really advisable since you lose any method of debugging what happened. We often do what Dan suggested for clients. -kevin OK, noted, I shall give that a try. Thanks everyone! -- Roy McMorran Systems Administrator MDI Biological Laboratory mcmor...@mdibl.org -- Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T
Re: [rt-users] Modify ticket 'body' after extracting custom fields?
Am 30.01.2013 17:31, schrieb Roy McMorran: Greetings, I'm receiving incoming tickets from a web form. Certain required form fields (e.g. operating system, asset tag, etc.) are being extracted into custom fields, and that's working well. I'd like to transform the ticket 'body' on creation (after the CFs are extracted) so that it only contains the free-form text from the 'Description' field that was provided by the form. Can anyone suggest how I might approach that? Thanks! I use an different approach. My web form create an mail and I create for every custom fields an mail header. Within RT I parse the mail header and set the custom field values. The ticket create message doesn't contain the custom field values but I can always take a look at the mail headers by Show full header. If you want to rewrite the ticket create message you have to take care not to remove the wrong content. Chris
Re: [rt-users] Modify ticket 'body' after extracting custom fields?
On 2/4/13 6:54 AM, Christian Loos wrote: Am 30.01.2013 17:31, schrieb Roy McMorran: Greetings, I'm receiving incoming tickets from a web form. Certain required form fields (e.g. operating system, asset tag, etc.) are being extracted into custom fields, and that's working well. I'd like to transform the ticket 'body' on creation (after the CFs are extracted) so that it only contains the free-form text from the 'Description' field that was provided by the form. Can anyone suggest how I might approach that? Thanks! I use an different approach. My web form create an mail and I create for every custom fields an mail header. Within RT I parse the mail header and set the custom field values. The ticket create message doesn't contain the custom field values but I can always take a look at the mail headers by Show full header. If you want to rewrite the ticket create message you have to take care not to remove the wrong content. Chris Hi Chris, thanks for the reply. I really like that approach, but unfortunately the form tool I am required to use does not have the capability to put information in the message headers. Alas, still searching. Thank you. Roy
Re: [rt-users] Modify ticket 'body' after extracting custom fields?
On Wed, Jan 30, 2013 at 11:31:05AM -0500, Roy McMorran wrote: I'm receiving incoming tickets from a web form. Certain required form fields (e.g. operating system, asset tag, etc.) are being extracted into custom fields, and that's working well. I'd like to transform the ticket 'body' on creation (after the CFs are extracted) so that it only contains the free-form text from the 'Description' field that was provided by the form. Can anyone suggest how I might approach that? Do you want to transform the body for people who work the ticket to have a cleaner view or to control the mail that is sent out on ticket creation to the requestor? -kevin pgpB1sJU7zvQm.pgp Description: PGP signature
Re: [rt-users] Modify ticket 'body' after extracting custom fields?
On 2/4/13 2:52 PM, Kevin Falcone wrote: On Wed, Jan 30, 2013 at 11:31:05AM -0500, Roy McMorran wrote: I'm receiving incoming tickets from a web form. Certain required form fields (e.g. operating system, asset tag, etc.) are being extracted into custom fields, and that's working well. I'd like to transform the ticket 'body' on creation (after the CFs are extracted) so that it only contains the free-form text from the 'Description' field that was provided by the form. Can anyone suggest how I might approach that? Do you want to transform the body for people who work the ticket to have a cleaner view or to control the mail that is sent out on ticket creation to the requestor? Hi Kevin, thanks for the reply. Well, ideally... both. I don't think the requestor needs to see all the custom fields s/he just entered, but I think that could be done by just tweaking the autoreply template, yes? But the main goal would be to transform the body that gets stuffed into the ticket; i.e. yes, the view that the people working the ticket will see. E.g. Incoming email body: --- Name: Cuthbert Rumbold Email: c...@example.org Phone number or extension: 125 Request Category: Network Connectivity/Internet Access Summary of request or problem: Internet down Detailed description of request or problem: No internet access on floor 2 Computer Platform: Mac - 10.6 (Snow Leopard) Urgency: 2. Functionally impaired, need soon Asset tag: OU812 --- Becomes: --- No internet access on floor 2 --- (and all the other lines are captured to CFs using Extract Custom Field Values scrip) Thank you, Roy -- Roy McMorran Systems Administrator MDI Biological Laboratory mcmor...@mdibl.org
[rt-users] Modify ticket 'body' after extracting custom fields?
Greetings, I'm receiving incoming tickets from a web form. Certain required form fields (e.g. operating system, asset tag, etc.) are being extracted into custom fields, and that's working well. I'd like to transform the ticket 'body' on creation (after the CFs are extracted) so that it only contains the free-form text from the 'Description' field that was provided by the form. Can anyone suggest how I might approach that? Thanks! -- Roy McMorran Systems Administrator MDI Biological Laboratory mcmor...@mdibl.org
