Re: [rt-users] adding stuff to emails
In our resolved template, we just have There is no need to reply unless you feel this issue is still unresolved. That cut down significantly on the thank you re-opening emails, but we still get them. I decided it was not a bad idea for my staff to see our users saying thanks every now and then, so we just smile and feel good about ourselves for a moment, then resolve them again. :-) Jerrad Pierce wrote: I've been asked to add NO NOT REPLY in a large font to the RT-generated trouble ticket emails because a couple people keep doing things like replying to trouble tickets to say thanks and the like. This bugs me If the only problem is having to re-close tickets for lusers, see the wiki for solutions to send no confirmation on resolution, or only on the first resolution. Otherwise, thanks, that worked is not an unreasonable response as it allows you to know that problem is really and truly solved. -- Fran Fabrizio Senior Systems Analyst Department of Computer and Information Sciences University of Alabama at Birmingham http://www.cis.uab.edu/ 205.934.0653 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] adding stuff to emails
This is the approach we use. We did make a custom field called send resolve notice that is set to yes initially and then to no after the resolve notice is sent. Then the second resolve does not send an E-mail. We may eventually add a one-click resolve button to just change the status but it has not been necessary. Cheers, Ken On Wed, Oct 07, 2009 at 07:18:21AM -0500, Fran Fabrizio wrote: In our resolved template, we just have There is no need to reply unless you feel this issue is still unresolved. That cut down significantly on the thank you re-opening emails, but we still get them. I decided it was not a bad idea for my staff to see our users saying thanks every now and then, so we just smile and feel good about ourselves for a moment, then resolve them again. :-) Jerrad Pierce wrote: I've been asked to add NO NOT REPLY in a large font to the RT-generated trouble ticket emails because a couple people keep doing things like replying to trouble tickets to say thanks and the like. This bugs me If the only problem is having to re-close tickets for lusers, see the wiki for solutions to send no confirmation on resolution, or only on the first resolution. Otherwise, thanks, that worked is not an unreasonable response as it allows you to know that problem is really and truly solved. -- Fran Fabrizio Senior Systems Analyst Department of Computer and Information Sciences University of Alabama at Birmingham http://www.cis.uab.edu/ 205.934.0653 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] custom query - RT at a Glance
Hi, Our team who work on tickets frequently are requestors of tickets to. I know about the server/SelfService, but what I would like is to have a custom query at RT at a Glance. I'm trying to create a query to show stalled tickets who __CurrentUser__ is requestor. When I try a query Owner = __CurrentUser__ it works fine (Owner = '__CurrentUser__' AND Status = 'stalled'). But when I try this: Requestor.EmailAddress LIKE '__CurrentUser__' AND Status = 'stalled' (without doble quotes) nothing is shown and in the same query when I use instead of __CurrentUser__ logon name it works. Any sugestion? Thanks. Elton S. Fenner ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Send-email Action - how to do this?
Hi all,
As adwised in Wiki, I implemented my workflow with STATE ticked field
(readonly for users) and ACTION transaction fields (fields, because
each of my 5 user groups has a different role in the process).
I created a few scrips, which verify if ACTION is valid for this group
and the current STATE, and also check if RT Status changes go with
STATE value.
Depending on RT Status, STATE and ACTION, I'd like to send an email
notification to different set of recipients. On some actions there
will be [members of] groups L1 and L4, on others L1, L3 and L4,
sometimes L5 only. So I can't assign groups do queue's Watchers and
AdminWathers - for me 3 combinations of them is just not enough. Also
adding one-time [B]CCs in transaction is not an option (assume users
will often forget about it).
I was thinking about sending emails by hand from scrip action. I was
thinking about such solution:
Condition: User defined
Action: User defined
Template: My notification template
Custom condition:
if (my_verification_of_action_is_positive) {
return 1;
} else {
return 0;
}
Custom action preparation code:
do_some_FIELD_modifications_as_needed;
SendNotification(To = EmailAdressesOfUsersInGroups((L1,L2)),
Cc = (EmailAdressesOfUsersInGroups((L4)),
EmailAddressOfRequestors));
Can sb help me about how to implement such actions? Im not good in perl
object programming.
Also, any other suggestion about notification is also welcome. Just
notice, that three combinations of groups built in RT (Watchers,
AdminWatchers, Watchers+AdminWatchers) are not enouch, since I'll need
some 12+ combinations of L1..L5 groups in CC or BCC roles.
Thank you in advance for your help and suggesions,
Regards,
Mariusz Czułada
Wygraj wymarzony skuter!
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Re: [rt-users] occasionally missing metadata
Hi Jesse, thank you for responding - after playing around a bit I found the following: For the one ticket with attachment, I find only the filename and the file itself in the attachments table, all other information is empty. For the other ticket I find nothing at all in the attachments table - but that could also be because I have no idea how to get to the corresponding Attachments ID from the ticket number... Unless you can point me somewhere, I will just check if it happens again... all the best, Bernhard Am 05.10.2009 15:41, Jesse Vincent schrieb: On Wed 30.Sep'09 at 14:05:39 +0200, Bernhard wrote: Hi, running RT 3.8.4 on CentOS 5.3 and MySQL 5.0.45 had this issue twice recently - a ticket would miss the mail itself even though it would display attachments. no date, no history, no body, no mail. mails came from gmail and hotmail.fr - with some special characters in the subject and double quotes in one case, the other one doesn't even show a title / subject. did anyone experience something like this as well? If you poke in the attachments table, is the content there? Best, Jesse any hint would be greatly appreciated! cheers, bernhard ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Bernhard Hansbauer System Administrator bernhard.hansba...@greentube.com - Greentube I.E.S. AG Mariahilfer Straße 47/1/102 A-1060 Wien FN 197003k, HG Wien Tel: +43 1 494 50 56 - 30 http://www.greentube.com - Internet Email Confidentiality Footer Privileged/confidential information may be contained in this message. If you are not the addressee indicated in this message (or responsible for delivery of the message to this person), you may not copy or deliver this message to anyone. In such a case, you should destroy this message and kindly notify the sender by replying. Please make it known immediately f you or your employer does not consent to the medium of e-mail for messages of this kind. Opinions, conclusions and other information in this message that do not relate to the official business of my firm shall be understood as neither given nor endorsed by it. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] custom query - RT at a Glance
On Wed, Oct 07, 2009 at 10:58:16AM -0300, Elton S. Fenner wrote: Hi, Our team who work on tickets frequently are requestors of tickets to. I know about the server/SelfService, but what I would like is to have a custom query at RT at a Glance. I'm trying to create a query to show stalled tickets who __CurrentUser__ is requestor. When I try a query Owner = __CurrentUser__ it works fine (Owner = '__CurrentUser__' AND Status = 'stalled'). But when I try this: Requestor.EmailAddress LIKE '__CurrentUser__' AND Status = 'stalled' (without doble quotes) nothing is shown and in the same query when I use instead of __CurrentUser__ logon name it works. Try Requestor.id = '__CurrentUser__', CurrentUser is an id, not a login name or email address. -kevin pgpiW2V6ZKE3S.pgp Description: PGP signature ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] custom query - RT at a Glance - SOLVED
Thanks Kevin! Exactly what I wanted. Elton Em 07-10-2009 11:41, Kevin Falcone escreveu: On Wed, Oct 07, 2009 at 10:58:16AM -0300, Elton S. Fenner wrote: Hi, Our team who work on tickets frequently are requestors of tickets to. I know about theserver/SelfService, but what I would like is to have a custom query at RT at a Glance. I'm trying to create a query to show stalled tickets who __CurrentUser__ is requestor. When I try a query Owner = __CurrentUser__ it works fine (Owner = '__CurrentUser__' AND Status = 'stalled'). But when I try this: Requestor.EmailAddress LIKE '__CurrentUser__' AND Status = 'stalled' (without doble quotes) nothing is shown and in the same query when I use instead of __CurrentUser__ logon name it works. Try Requestor.id = '__CurrentUser__', CurrentUser is an id, not a login name or email address. -kevin ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com !DSPAM:8,4acca8ba283641340110847! Caro usuário: * Se este e-mail não foi corretamente classificado como spam, encaminhe para s...@dspam.al.rs.gov.br ou apenas Spam. * Se este e-mail foi erroneamente classificado como spam, encaminhe para nots...@dspam.al.rs.gov.br ou apenas Inocente. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Send-email Action - how to do this?
On Wed, Oct 07, 2009 at 04:10:06PM +0200, Mariusz Czulada wrote:
I was thinking about sending emails by hand from scrip action. I was
thinking about such solution:
Condition: User defined
Action: User defined
Template: My notification template
Custom condition:
if (my_verification_of_action_is_positive) {
return 1;
} else {
return 0;
}
Custom action preparation code:
do_some_FIELD_modifications_as_needed;
SendNotification(To = EmailAdressesOfUsersInGroups((L1,L2)),
Cc = (EmailAdressesOfUsersInGroups((L4)),
EmailAddressOfRequestors));
Can sb help me about how to implement such actions? Im not good in perl
object programming.
Also, any other suggestion about notification is also welcome. Just
notice, that three combinations of groups built in RT (Watchers,
AdminWatchers, Watchers+AdminWatchers) are not enouch, since I'll need
some 12+ combinations of L1..L5 groups in CC or BCC roles.
The two simplest solutions would be to have a template for each
notifications that contains the addresses you want to notify or you
can use Rt-Action-NotifyGroups (built into RT 3.8).
sbin/rt-email-group-admin shows how to create group notification
Actions that you can then use.
You can also write perl code in your action to subclass RT::Action::Notify
-kevin
pgpt0XQR59QOl.pgp
Description: PGP signature
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[rt-users] 3.8.4 looks different in IE7
Hi guys,For me IE7 seems to render 3.8.4 differently to IE8, Safari and Firefox. It's missing all the nice round edges on the various buttons and panel headers etc, and generally doesn't look as nice.IE7:Safari:Is that expected, or is there something wrong with my install perhaps?I can see this in the source:!--[if lt IE 8] link rel="stylesheet" href="" type="text/css" media="all" / ![endif]-- !--[if lt IE 7] link rel="stylesheet" href="" type="text/css" media="all" / ![endif]--So maybe it's a CSS issue?Cheers,Justin -Justin HayesOrbis Support Managerjustin.ha...@orbisuk.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] 3.8.4 looks different in IE7
On Wed, Oct 07, 2009 at 04:48:40PM +0100, Justin Hayes wrote: Hi guys, For me IE7 seems to render 3.8.4 differently to IE8, Safari and Firefox. It's missing all the nice round edges on the various buttons and panel headers etc, and generally doesn't look as nice. Is that expected, or is there something wrong with my install perhaps? IE doesn't support the nice bit of CSS we use to round corners. (Neither does Opera) Adding corner rounding for IE without lots of hand-tooled images and ugly html hacking caused an upsetting performance degradation in page rendering speed. So, it's expected and intentional. But not something I'm happy about. Jesse ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] 3.8.4 looks different in IE7
Gotta love different browser implementations :) Still one less problem that I actually need to try and fix. Thanks for the quick reply Jesse! Justin On 7 Oct 2009, at 16:53, Jesse Vincent wrote: On Wed, Oct 07, 2009 at 04:48:40PM +0100, Justin Hayes wrote: Hi guys, For me IE7 seems to render 3.8.4 differently to IE8, Safari and Firefox. It's missing all the nice round edges on the various buttons and panel headers etc, and generally doesn't look as nice. Is that expected, or is there something wrong with my install perhaps? IE doesn't support the nice bit of CSS we use to round corners. (Neither does Opera) Adding corner rounding for IE without lots of hand-tooled images and ugly html hacking caused an upsetting performance degradation in page rendering speed. So, it's expected and intentional. But not something I'm happy about. Jesse ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com - Justin Hayes Orbis Support Manager justin.ha...@orbisuk.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Improved RT2 to RT3 scripts
What's the interest out there for a several-order-of-magnitudes-faster set of export-import scripts a-la RT::Extension::RT2toRT3 ? I currently have code capable of exporting the data from an RT database with over 181,000 tickets and over 117,000 user accounts in under four hours. The import script is not yet complete, but I'm shooting for similar performance gains. All that's left is the ticket import which is proving to be more difficult to get right (with the necessary performance) than I initially hoped. If anybody has a *much* faster means of importing the tickets themselves, I would love to integrate that code! The intermediate data format is *exactly* the same as produced by the scripts in RT::Extension::RT2toRT3. My versions of these scripts only work on postgresql, but they could probably be modified to work just as well on mysql with little effort. -- -- Steve Scaffidi step...@scaffidi.net ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Improved RT2 to RT3 scripts
On Wed, Oct 07, 2009 at 12:01:53PM -0400, Steve Scaffidi wrote: What's the interest out there for a several-order-of-magnitudes-faster set of export-import scripts a-la RT::Extension::RT2toRT3 ? I currently have code capable of exporting the data from an RT database with over 181,000 tickets and over 117,000 user accounts in under four hours. The import script is not yet complete, but I'm shooting for similar performance gains. All that's left is the ticket import which is proving to be more difficult to get right (with the necessary performance) than I initially hoped. If anybody has a *much* faster means of importing the tickets themselves, I would love to integrate that code! The intermediate data format is *exactly* the same as produced by the scripts in RT::Extension::RT2toRT3. My versions of these scripts only work on postgresql, but they could probably be modified to work just as well on mysql with little effort. I would definitely be interested. I'm currently working on an RT2 to RT3 upgrade with around 500,000 tickets and without any tuning the import seems to be taking around a week (I think the export took around 8-12 hours). Our preferred database is PostgreSQL. This was with the latest devel release of RT::Extension::RT2toRT3. -- Dominic Hargreaves, Systems Development and Support Team Computing Services, University of Oxford ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Improved RT2 to RT3 scripts
On Wed, Oct 07, 2009 at 12:01:53PM -0400, Steve Scaffidi wrote: What's the interest out there for a several-order-of-magnitudes-faster set of export-import scripts a-la RT::Extension::RT2toRT3 ? I currently have code capable of exporting the data from an RT database with over 181,000 tickets and over 117,000 user accounts in under four hours. Hang on! We actually have an end-user who's pointed us at their super-fast scripts to do the same. Let me go pull a link. The import script is not yet complete, but I'm shooting for similar performance gains. All that's left is the ticket import which is proving to be more difficult to get right (with the necessary performance) than I initially hoped. If anybody has a *much* faster means of importing the tickets themselves, I would love to integrate that code! The intermediate data format is *exactly* the same as produced by the scripts in RT::Extension::RT2toRT3. My versions of these scripts only work on postgresql, but they could probably be modified to work just as well on mysql with little effort. -- -- Steve Scaffidi step...@scaffidi.net ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Improved RT2 to RT3 scripts
The nice folks at XS4ALL put together a high-performance RT2-RT3.8 converter. It might be of use to you guys: http://www.mail-archive.com/rt-users@lists.bestpractical.com/msg21759.html Best, Jesse ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] occasionally missing metadata
On Wed, Oct 07, 2009 at 04:12:26PM +0200, Bernhard wrote: Hi Jesse, thank you for responding - after playing around a bit I found the following: For the one ticket with attachment, I find only the filename and the file itself in the attachments table, all other information is empty. For the other ticket I find nothing at all in the attachments table - but that could also be because I have no idea how to get to the corresponding Attachments ID from the ticket number... Unless you can point me somewhere, I will just check if it happens again... Absent something showing up in the logs as it happens, I'm at a bit of a loss. -jesse ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Improved RT2 to RT3 scripts
On Wed, Oct 7, 2009 at 12:17 PM, Jesse Vincent je...@bestpractical.com wrote: The nice folks at XS4ALL put together a high-performance RT2-RT3.8 converter. It might be of use to you guys: http://www.mail-archive.com/rt-users@lists.bestpractical.com/msg21759.html Thanks, Jesse! The link to the git repo in that message seems to be broken (server timing out) but I'll see if I can get in touch with the author and get a copy that way. The stats he shows are certainly impressive! -- -- Steve Scaffidi step...@scaffidi.net ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] could not load valid user message
Looking at the templates, I don't see where the could not load a valid user message is generated. Am I missing something obvious? Further, these messages always seem to come from h...@myrtserver.foo.com. How can I change that? Should I just alias that address to an autoresponder? -- David Griffith dgri...@cs.csubak.edu A: Because it fouls the order in which people normally read text. Q: Why is top-posting such a bad thing? A: Top-posting. Q: What is the most annoying thing in e-mail? ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Duplicate ticket creation from CC's
Greetings! Errata: RT 3.6.5 on FC8 I have a user who is the admin of one of the queues. He is asking about a problem he is having with duplicate tickets being created, and here is the scenario: 1) User Adam sends email to RT to create ticket, CC's Bill and Carl. Email subject is PROBLEM. -- RT, Bill, and Carl all get the email. 2) RT generates ticket #1 with Subject RT #1: PROBLEM, sends notification to Adam. 3) Bill RepliesAll to Adam's email *original* email, so email is sent to RT and Carl from Bill. Email Subject is now Re: PROBLEM. -- RT, Adam, and Carl get the email. 4) RT generates ticket #2 with Subject RT #2: Re:PROBLEM, sends notification to Bill. 5) Carl RepliesAll to Bill's email, which is a reply to Adam's first email (Subj Re: PROBLEM). Email Subject is now Re: PROBLEM. -- RT, Adam, and Bill get the email 6) RT generates ticket #3 with Subject RT #3: Re:PROBLEM, sends notification to Carl. Do you see where this is going? Now there are three tickets in the RT queue: #1: PROBLEM (from Adam) #2: Re: PROBLEM (from Bill) #3: Re: PROBLEM (from Carl) I understand that if you merge these, all the people will get all the replies to the merged ticket. However, this could be problematic (and painful) if the CC list is big and people are energetic. But it is a pain to have to keep merging new tickets into the original, and my user says this is not the way RT should handle it. I explain that a unique ticket is created by each user/subject combination sent to RT, but he believes this is kludge behavior (his word, not mine). So, what's the best way to avoid the duplicates? My answer was Don't CC them on the original email, but rather create the ticket, then add them as CC's *on* thie ticket. But due to the constraints of the environment, users do not always have access to the RT GUI to do this when/after they create a ticket; most of our tickets are created via email. As always, any help is *greatly* appreciated!!! k -=-=-=- Kevin Freels Director of Information Technology Sendmail, Inc. kfre...@sendmail.com 510/594.5572 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Get a list of overdue tickets
Hi, I'm trying to make two searches for a dashboard: - All tickets that were closed after their due datet/time. - All tickets that are open and have a past due date. I can't seem to build a search comparing Due and Closed, nor one comparing Due and sysdate. Thanks for your help -- Mathieu Longtin ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Duplicate ticket creation from CC's
On Wed, 7 Oct 2009, Kevin Freels wrote: [snip] My answer was Don't CC them on the original email, but rather create the ticket, then add them as CC's *on* thie ticket. But due to the constraints of the environment, users do not always have access to the RT GUI to do this when/after they create a ticket; most of our tickets are created via email. As always, any help is *greatly* appreciated!!! I'm thinking that the ability for RT to parse headers would be nice. So if you want to CC people with the initial email, have a special CC like X-RT-CC for that purpose. -- David Griffith dgri...@cs.csubak.edu A: Because it fouls the order in which people normally read text. Q: Why is top-posting such a bad thing? A: Top-posting. Q: What is the most annoying thing in e-mail? ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Duplicate ticket creation from CC's
Kevin Freels wrote: So, what's the best way to avoid the duplicates? http://code.google.com/p/rt-references/ is what I've been using for the exact same problem and it works well ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Display mails containing tables and other styles created from MS Word.
Hello folks, How can I get displayed with the mails containing tables and other styles and formatting (created via MS Word or other word processing software's) in RT? I use RT 3.8.4, Centos 5.2, and Apache 1.3.x. As of now the contents are displayed in plain text format without the tables and other styles. The table rows columns contents are displayed in different sequence of lines. Thanks Manohar ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Duplicate ticket creation from CC's
Kevin,
We had that problem at first as well. Those using RT had forgotten that
if their Queues were set up to notify the appropriate persons, then they
didn't need to add them as a CC. Add to that the fact that many would
continue to click Reply All, instead of just Reply. we had to train
them to remember about just having RT in the CC or BCC field (and the
ticket reference in the subject line). We also put that information
intoto EVERY template we use. Like this:
-
SPECIAL INSTRUCTIONS:
To ensure that any communication is kept with the ticket history,
Please include the string:
[{$rtname} #{$Ticket-id}]
in the subject line of all future correspondence about this issue.
-
To view this ticket, enter URL:
{$RT::WebURL}Ticket/Display.html?id={$Ticket-id}
Thank you,
{$Ticket-QueueObj-CorrespondAddress()}
This is n the bottom of EVERY single template we use. Additionally, we
had a RT Support link on ALL our screens that allows thm access to an
FAQ page.
*Question*:**
I frequently forward email requests to my RT queue and cc: other users
in the same email. Sometimes one of the cc recipients will Reply All
to the message and a new ticket is generated in RT? How do I stop this
from happening?**
*Answer:***
Actually, it is simpler than you would think. When RT gets a message
that does *NOT* have a ticket number, it will always create a new one at
the Queue address you sent the message to (i.e [*/Queue alias)@(email
URL/*] in any CC field). Whether you are sending email *OUTSIDE* of
the RT system *or inside*, you can keep RT informed (ticker history)
without risking the creation of an extra ticket by doing the following:
1. Putting the RT ticket info into the subject line somewhere. It
should look like this *re: [lbl.gov #9]* where 9 is the ticket
number. RT will never create a new ticket if the email is already
referring to one.
But, if failing to put the ticket info into the subject line, then:
*2. *Place the RT queue email address in the BCC portion of your
email message, especially if you are going to cc other users in the same
message. This way if users Reply All to your message, RT will not
trigger a new ticket. Also, it is *VERY IMPORTANT *to be aware if any of
those users that you cc: are *already* listed as cc's or the
requestor of the referred ticket. RT will *automatically *include them
with a copy of the correspondence due to global notifications already
set up (see Standards-Notifications), so they end up getting *TWO*
emails.**
Anyway, that's how we handles it. Hope this helps.
Kenn
LBNL
On 10/7/2009 11:20 AM, Kevin Freels wrote:
Greetings!
Errata: RT 3.6.5 on FC8
I have a user who is the admin of one of the queues. He is asking about
a problem he is having with duplicate tickets being created, and here is
the scenario:
1) User Adam sends email to RT to create ticket, CC's Bill and Carl.
Email subject is PROBLEM.
-- RT, Bill, and Carl all get the email.
2) RT generates ticket #1 with Subject RT #1: PROBLEM, sends
notification to Adam.
3) Bill RepliesAll to Adam's email *original* email, so email is sent
to RT and Carl from Bill. Email Subject is now Re: PROBLEM.
-- RT, Adam, and Carl get the email.
4) RT generates ticket #2 with Subject RT #2: Re:PROBLEM, sends
notification to Bill.
5) Carl RepliesAll to Bill's email, which is a reply to Adam's first
email (Subj Re: PROBLEM). Email Subject is now Re: PROBLEM.
-- RT, Adam, and Bill get the email
6) RT generates ticket #3 with Subject RT #3: Re:PROBLEM, sends
notification to Carl.
Do you see where this is going?
Now there are three tickets in the RT queue:
#1: PROBLEM (from Adam)
#2: Re: PROBLEM (from Bill)
#3: Re: PROBLEM (from Carl)
I understand that if you merge these, all the people will get all the
replies to the merged ticket. However, this could be problematic (and
painful) if the CC list is big and people are energetic. But it is a
pain to have to keep merging new tickets into the original, and my user
says this is not the way RT should handle it. I explain that a unique
ticket is created by each user/subject combination sent to RT, but he
believes this is kludge behavior (his word, not mine).
So, what's the best way to avoid the duplicates?
My answer was Don't CC them on the original email, but rather create
the ticket, then add them as CC's *on* thie ticket. But due to the
constraints of the environment, users do not always have access to the
RT GUI to do this when/after they create a ticket; most of our tickets
are created via email.
As always, any help is *greatly* appreciated!!!
k
-=-=-=-
Kevin Freels
Director of Information Technology
Sendmail, Inc.
kfre...@sendmail.com 510/594.5572
Re: [rt-users] Creating tickets from email without creating new users but still able to reply to originating address
I now have got this working successfully, and I believe it was accomplished in as clean, flexible, and functional a manner as possible. For anybody who is interested in what I was asking about in this thread, I've begun documenting what I've done in the wiki here: http://wiki.bestpractical.com/view/NoCreateUserOnEmailTicketCreate I haven't finished the article (I still need to paste in code, and possibly explain how it works) but I will RSN. Feel free to reply with questions, comments, and suggestions :) -- -- Steve Scaffidi step...@scaffidi.net ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Combining Apache Auth with RT:Authen:External overlays
Hi, I've been trying to get this to work for a bit, but am not having any luck. o What I would like is to use Apache authentication via LDAP, so that all the apps on our server running RT are using the same auth system. o Then I would like to use an LDAP overlay so that users are driven with current information from our LDAP system. So far, I've had RT-Authen-ExternalAuth working, but not in combination with Apache Auth. RT External Auth works fine, but forces people to log in multiple times to the system, once for Apache and once for RT. The way users are handled inside RT-Authen-ExternalAuth is excellent and ideal for my case. Is there any way to tie this to Apache Basic Auth? I would use an LDAP overlay, but all the docs seem to have been pulled from the wiki and now point back to the RT-Authen-ExternalAuth module. I'm running the latest 3.8 RT with 0.08 RT-Authen-ExternalAuth. My other option appears to be to use an SSO cookie auth system and protect my server that way and get RT-Authen-ExternalAuth to use the cookie. I was really trying to avoid this however as it is massive overkill, well IMO. Thanks for your time, Dave ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] email filter that sets ticket via subject lookup?
Howdy All. We work with a vendor and store the vendor's ticket # in a custom field. We'd like to be able to add a comment to the RT ticket by ccing RT on vendor email. The subject of the message contains the vendor ticket number, and I'll determine the RT # via a search. I'm trying to figure out the best way to do this. The Right method appears to be a custom RT::Interface::Email module, but the only hook appears to be GetCurrentUser and there's no way to set ticket number or modify the message. I looked at the code and don't see a GetCurrentTicket callback. Are the RT::Interface::Email modules only good for authentication? Another method is to replace the rt-mailgate script with one of my own. This seems like an excessive hack into RT internals. Is there a more official way? Robert ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
