[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
Re: [rt-users] turning off automated e-mails
On Thu, Nov 17, 2011 at 09:53:49AM -0500, sharon.belliv...@frb.gov wrote: 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 Hi Sharon and Tom, One approach that we use is to define a custom field called something like Send Resolve. Then update the resolve scrips to check for that custom field and if it is set to no, do not send the notice. Cheers, Ken RT Training Sessions (http://bestpractical.com/services/training.html) * Barcelona, Spain November 28 29, 2011
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? - -- Giuseppe Sollazzo Senior Systems Analyst Computing Services Information Services St. George's, University Of London Cranmer Terrace London SW17 0RE Email: gsoll...@sgul.ac.uk Direct Dial: +44 20 8725 5160 Fax: +44 20 8725 3583 -BEGIN PGP SIGNATURE- Version: GnuPG v1.4.10 (GNU/Linux) Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org/ iQEcBAEBAgAGBQJOwokzAAoJEAqigArPBfJXjWQH/27Vv8LtD96768Xd4zslR+i4 yqZV/zPSykPq2UOPKYQr6DkgrRPt4lqEfP+aeJ7djAJI8Q98tpSlB0srN6Y5CibI LpbwsXmvxCTD/qsG57w5A3Yt5mIQnNMJNboS9K3j06T6vbB+Zr1oWQo3Xs1I/xSq WmBf6Q3h95bLD7IWMpGPjA3nWgv9RjZzNROYznKppl/nVUscmAqkqy3ZrPWtxBZK 9XDaQ9jxCumaAB55GCf4LG+wmqLnR7jLD15WNM9aIVOYZcp/UQdWV86DE8LcFLFx 2zDYkfTAki/UihtEW26sz056tZ1SG4CAsnlUxHciDks/TyA0MaDVXQYqRArCYJA= =tHem -END PGP SIGNATURE- RT Training Sessions (http://bestpractical.com/services/training.html) * Barcelona, Spain November 28 29, 2011 RT Training Sessions (http://bestpractical.com/services/training.html) * Barcelona, Spain November 28 29, 2011
[rt-users] turning off automated e-mails
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? -- Tom Hansen Senior Information Processing Consultant UWM School of Freshwater Sciences Great Lakes WATER Institute t...@uwm.edu www.freshwater.uwm.edu RT Training Sessions (http://bestpractical.com/services/training.html) * Barcelona, Spain November 28 29, 2011
Re: [rt-users] turning off automated e-mails
-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? - -- Giuseppe Sollazzo Senior Systems Analyst Computing Services Information Services St. George's, University Of London Cranmer Terrace London SW17 0RE Email: gsoll...@sgul.ac.uk Direct Dial: +44 20 8725 5160 Fax: +44 20 8725 3583 -BEGIN PGP SIGNATURE- Version: GnuPG v1.4.10 (GNU/Linux) Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org/ iQEcBAEBAgAGBQJOwokzAAoJEAqigArPBfJXjWQH/27Vv8LtD96768Xd4zslR+i4 yqZV/zPSykPq2UOPKYQr6DkgrRPt4lqEfP+aeJ7djAJI8Q98tpSlB0srN6Y5CibI LpbwsXmvxCTD/qsG57w5A3Yt5mIQnNMJNboS9K3j06T6vbB+Zr1oWQo3Xs1I/xSq WmBf6Q3h95bLD7IWMpGPjA3nWgv9RjZzNROYznKppl/nVUscmAqkqy3ZrPWtxBZK 9XDaQ9jxCumaAB55GCf4LG+wmqLnR7jLD15WNM9aIVOYZcp/UQdWV86DE8LcFLFx 2zDYkfTAki/UihtEW26sz056tZ1SG4CAsnlUxHciDks/TyA0MaDVXQYqRArCYJA= =tHem -END PGP SIGNATURE- RT Training Sessions (http://bestpractical.com/services/training.html) * Barcelona, Spain November 28 29, 2011