Re: [rt-users] Asset Tracker 1.2.3 - Bulk loading assets?
Have a Look into the at Wiki at google Code, there you can find this. Sent from my phone, sorry for all typo's. Am 21.10.2010 um 18:43 schrieb Jeff Lucas jlu...@eagleinvsys.com: Hello. Is there a way to bulk load assets (i.e. from a comma-delimited file) into Asset Tracker? Thanks. RT 3.8.8, RTFM 2.4.1, Asset Tracker 1.2.3 -Jeff
[rt-users] Spam queue.
Hi users of the great RT system. I wondered if you are able to set-up a queue with RT, to accept emails if they have a certain tag within the subject and / or if you have any instruction to do so? So if something is tagged with [PROBABLE SPAM], add this to the SPAM_QUEUE ? Many thanks, Rich
Re: [rt-users] Spam queue.
Hi. Use a scrip that moves a ticket to spam queue. Most bits for the scrip you can find on the wiki. Regards, Ruslan. From phone. 2010 10 22 16:55 пользователь Richard Mealing rich...@fastnet.co.uk написал: Hi users of the great RT system. I wondered if you are able to set-up a queue with RT, to accept emails if they have a certain tag within the subject and / or if you have any instruction to do so? So if something is tagged with [PROBABLE SPAM], add this to the SPAM_QUEUE ? Many thanks, Rich
Re: [rt-users] dont reopen
Le 21/10/2010 à 14:26:14-0700, Joseph Spenner a écrit --- On Thu, 10/21/10, Albert Shih albert.s...@obspm.fr wrote: Hi all I'm using RT 3.8.8 On reply RT reopen the ticket. I would like to known if it's possible to make RT don't reopen a resolved ticket but send a message Many people don't known the «compose» button and only known «reply» button, so I've some ticket live for ever... Regards. JAS -- Albert SHIH Albert: Thanks. There should be a global script: On Correspond Open Ticket, by default. If this is removed, RT will not open the ticket (I think). If you delete that Yes I find this : http://wiki.bestpractical.com/view/OnCorrespondOpenUnlessResolved scrip, it should leave the ticket closed but still send the correspondence to the user (and the admins, depending on how you have everything set). Exactly and that's the problem. What I want is when tue requestor answer the message of resolved ticket (something many month after), the RT do a automatic reply with something like : Please don't answer this message. Send a new request to «support_addresse». so make RT create a new ticket. I try to put the same condition as http://wiki.bestpractical.com/view/OnCorrespondOpenUnlessResolved in all «On correspond» scrip and create a new one with this condition return 1 if (($self-TransactionObj-Type ne 'Correspond') ($self-TicketObj-Status eq 'resolved')); return 0; to send message. But it's not working because RT send the message when I close the ticket (I don't known why). Thanks for you help Regards. -- Albert SHIH DIO batiment 15 Observatoire de Paris Meudon 5 Place Jules Janssen 92195 Meudon Cedex Téléphone : 01 45 07 76 26/06 86 69 95 71 Heure local/Local time: ven 22 oct 2010 15:21:41 CEST
Re: [rt-users] Search Words for Custom Field Variable in Email
Hi.
In a template use the following:
{ $Ticket-FirstCustomFieldValue('cf name'); }
Look at snippets for templates on the wiki.
Regards, Ruslan. From phone.
2010 10 22 01:10 пользователь Verne Baxter ver...@team.sti.net написал:
I have the feeling I'm searching using the wrong word(s). Please give me
the 'buzz' words to search this list for 'how to write the code(?) in an
email that will be replaced by the contents of a Custom Field'. I have a
custom field 'Full Name' in my tickets. I wish the contents of that field to
be placed after 'Dear' in email correspondence (while I'm in the ticket) so
instead of Dear Subscriber (generic as heck) it will be Dear Wayne Glumpy.
'mail merge'? 'customfield variable'?
Verne Baxter
RT v3.8.2 on Fedora
This communication (including any attachments) contains information which
may be confidential and privileged. Unless you are the addressee (or
authorized to receive messages for the addressee), you may not use, copy or
disclose to anyone the message or any information contained in the
communication. If you have received the communication in error, please
advise the sender by reply e-mail and delete the communication. Nothing in
this communication should be interpreted as a digital or electronic
signature that can be used to authenticate a contract or other legal
document.
[rt-users] General permissions question
I have three classes of users, I'm wondering if my privileges/groups setup is what RT intends. Class 1: Administrators. These three people can do anything. Class 2: People who log into RT and own and resolve tickets. Each is only going to be working with 1-3 queues out of 10-15 queues total. Class 3: People who create tickets via email and don't need to do anything but reply via email. Right now I'm thinking class 1 and class 2 should be privileged users, and by AdminCCs on the particular queues they are interested in. In addition, the three superusers will have, as a User Right, the Super User privilege. Class 3 won't be users which are seen via Configuration-Users. I still haven't figured out if they count as Everybody or Unprivileged. I'd like them to be able to view any ticket (although I suspect they will rarely use such a power) so I'm giving them ShowTicket and ShowComment and a few other minor privileges. Does that sound about right? Josh Narins Director of Application Development SeniorBridge 845 Third Ave 7th Floor New York, NY 10022 Tel: (212) 994-6194 Fax: (212) 994-4260 Mobile: (917) 488-6248 jnar...@seniorbridge.com seniorbridge.comhttp://www.seniorbridge.com/ [http://www.seniorbridge.com/images/seniorbridgedisclaimerTAG.gif] SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you.
Re: [rt-users] Not changing LastUpdated with RT::Client::REST
Hi. You can not prevent this updates via rest. Have you looked at LinearEscalate action? Regards, Ruslan. From phone. 2010 10 22 04:01 пользователь Jason Maderios jmader...@kpunet.net написал: All, Anyone know of a way to have edit's done with RT::Client::REST to not refresh LastUpdated? I would like the updated to be listed in History but not have it toggle the tickets LastUpdated time stamp. The tool I have written runs via cron and changes ticket priorities and sends reports via email based on certain ticket values. If it is easily doable I would like it to not update LastUpdated. Regards, Jason Maderios
Re: [rt-users] RT Workflow and queue management
Hi There is no such functionality at the moment. Regards, Ruslan. From phone. 2010 10 21 17:49 пользователь bob bob spenny...@googlemail.com написал: Hi All, I have a quick question about rt workflows. As an example. I've created a queue 'Instalation' and created Custom Fields for Rack, Power, DNS. When a new ticket is created in Installation, Sub tickets are created each for Rack, DNS, etc. The workflow would be for a generic 'Server install'. My problem at the moment is what if I want a different type of Installation, lets say PC install -- This would in the same queue but would require a different set of Custom Fields, OS Type, Username, Desk Number for example. Or Telephone Install. The list goes on. So my question... Is there any way to hide/show certain custom fields based on the type of request being created in the Installation queue. Regards S
Re: [rt-users] RT Workflow and queue management
One could make two queues, and make the custom fields associated with both queues. One could keep the appearance of a unified queue by making the requests go to a parent queue, and then, based on what type of install it is, have the RT operators move it to the correct child queue at that point. Josh Narins Director of Application Development SeniorBridge 845 Third Ave 7th Floor New York, NY 10022 Tel: (212) 994-6194 Fax: (212) 994-4260 Mobile: (917) 488-6248 jnar...@seniorbridge.com seniorbridge.comhttp://www.seniorbridge.com/ [http://www.seniorbridge.com/images/seniorbridgedisclaimerTAG.gif] SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you. From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Ruslan Zakirov Sent: Friday, October 22, 2010 10:03 AM To: bob bob Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] RT Workflow and queue management Hi There is no such functionality at the moment. Regards, Ruslan. From phone. 2010 10 21 17:49 пользователь bob bob spenny...@googlemail.commailto:spenny...@googlemail.com написал: Hi All, I have a quick question about rt workflows. As an example. I've created a queue 'Instalation' and created Custom Fields for Rack, Power, DNS. When a new ticket is created in Installation, Sub tickets are created each for Rack, DNS, etc. The workflow would be for a generic 'Server install'. My problem at the moment is what if I want a different type of Installation, lets say PC install -- This would in the same queue but would require a different set of Custom Fields, OS Type, Username, Desk Number for example. Or Telephone Install. The list goes on. So my question... Is there any way to hide/show certain custom fields based on the type of request being created in the Installation queue. Regards S
[rt-users] attachment scanner
Has anybody done any scripting to scan attachments for viruses or check for sensitive data like SSN's before aceepting them onto a ticket? Mark Roedel Webmaster Enrollment Services LeTourneau University 903-233-3535 (w) | 903-233-3105 (f) www.letu.edu | www.facebook.com/myletu | www.twitter.com/LETUadmissions
[rt-users] Use RTFM as Canned Replies
Hi All - I'm looking to use RTFM for Canned Replies. I've already gotten it installed and working, but I'd like to tweak it a bit. First, how can I rename RTFM to FAQ (or even Canned replies). My supervisor isn't a big fan of RTFM (yes, we all know it stands for RT FAQ Manager, but others may know it as Read The Fing Manual!). I've attempted to follow this: http://wiki.bestpractical.com/view/RenameRTFM but have had no luck. Also, how can I disallow an unprivileged user to search for articles -- since I don't want to use it for articles, I'm looking to use it for canned responses! Thanks for any help! -- Max McGrath Asst. Network Admin/Systems Specialist Carthage College 262-552-5512 mmcgr...@carthage.edu
Re: [rt-users] General permissions question
On Fri 22.Oct'10 at 9:34:40 -0400, Josh Narins wrote: I have three classes of users, I'm wondering if my privileges/groups setup is what RT intends. Class 1: Administrators. These three people can do anything. Class 2: People who log into RT and own and resolve tickets. Each is only going to be working with 1-3 queues out of 10-15 queues total. Class 3: People who create tickets via email and don't need to do anything but reply via email. Right now I'm thinking class 1 and class 2 should be privileged users, and by AdminCCs on the particular queues they are interested in. In addition, the three superusers will have, as a User Right, the Super User privilege. That sounds right, though I might put your superusers in a SuperUser group. Class 3 won't be users which are seen via Configuration-Users. I still haven't figured out if they count as Everybody or Unprivileged. I'd like them to be able to view any ticket (although I suspect they will rarely use such a power) so I'm giving them ShowTicket and ShowComment and a few other minor privileges. They count as both everybody and unprivileged. I'd strongly recommend giving your unprivileged users the right to showticket and showcomment on all tickets unless this will ALWAYS be a private-internal RT. Does that sound about right? Josh Narins Director of Application Development SeniorBridge 845 Third Ave 7th Floor New York, NY 10022 Tel: (212) 994-6194 Fax: (212) 994-4260 Mobile: (917) 488-6248 jnar...@seniorbridge.com seniorbridge.com SeniorBridge ━━━ SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you.
[rt-users] Templates and custom ScripActions
Do I have to do something specific when creating a Scrip and using Action: User Defined in order to get RT to process the associated template with the scrip? I have created a custom scrip, and just for testing purposes, I made the custom condition, custom action prep, and custom action cleanup all set to return 1;, and associated my desired template with the scrip. The scrip fires and returns successfully, but the template is never touched. Are there specific steps I need to take in my custom action code in order to load, parse, and send notifications from a template? Thanks, Fran
Re: [rt-users] Mobile UI for RTFM?
On Tue, Oct 19, 2010 at 12:06:24PM -0400, Steve McStravick wrote: I know I'm probably dreaming, but now that the mobile UI has wet the appetite, I have a request to search RTFM with the mobile UI. Currently it's not possible...is it something that's easily done? I'm not a Perl guy, but I don't mind tinkering with code. It's certainly _doable_, but hasn't been done. I'd start by looking at the RT mobile UI and seeing if the code makes sense. Best, Jesse Thanks, Steve --
[rt-users] closing a ticket gets re-opened when someone has an auto-responder
First, I want to apologize for this question. I know I remember seeing an answer to this problem before, but I guess my google skills are failing me today. :/ When I close a ticket, RT sends an email to the user to let them know it has been closed. If that person is on vacation or something and they have an auto-responder configured, that auto-reply email re-opens the ticket. How can I configure RT to search for keywords in a message (such as 'on vacation') before re-opening a ticket? Thanks -- John Alberts Hosted Services Exlibris USA john.albe...@exlibrisgroup.com
Re: [rt-users] Templates and custom ScripActions
Hi Fran,
On 10/22/2010 8:15 AM, Francis L Fabrizio wrote:
Do I have to do something specific when creating a Scrip and using Action: User
Defined in order to get RT to process the associated template with the scrip?
I have created a custom scrip, and just for testing purposes, I made the custom
condition, custom action prep, and custom action cleanup all set to return
1;, and associated my desired template with the scrip. The scrip fires and returns
successfully, but the template is never touched.
Are there specific steps I need to take in my custom action code in order to
load, parse, and send notifications from a template?
Thanks,
Fran
I'm using v3.6.3, so this may not be accurate with your setup.
I know of ways to do what you want.
The way I prefer to do it is to embed the code into the template. I've
found this to be fairly easy to do and it involves less code. It can
also be trickier to debug because the scrip doesn't tell you what action
is being taken - it's all in the template. It does make the template
bigger. Almost all of my templates have embedded decision-making and
data-processing routines in them. Here's a piece of one of my templates
that builds a custom acknowledgment e-mail.
= BEGIN TEMPLATE CODE
{ ### Tells user that ticket has been resolved
my $FromAddress = 'DNS Requests someaddr...@domain';
my $ContactAddress = 'm...@domain';
my $OwnerName = $Ticket-OwnerObj-RealName;
my $have_rmks;
my $c_content;
### Get last Correspond
my $Transactions = $Ticket-Transactions;
$Transactions-Limit( FIELD = 'Type', VALUE = 'Correspond' );
$Transactions-OrderByCols (
{ FIELD = 'Created', ORDER = 'DESC' },
{ FIELD = 'id', ORDER = 'DESC' },
);
my $CorrespondObj = $Transactions-First;
if ($CorrespondObj $CorrespondObj-Id) {
$c_content = $CorrespondObj-Content;
chomp $c_content;
$have_rmks =
!$CorrespondObj-Attachments-First-GetHeader('Received');
}
### Lots of other code removed
my $AddressGroup = From: $FromAddress;
$AddressGroup .= \nCc: $Cc if $Cc;
$AddressGroup .= \nBcc: $Bcc if $Bcc;
$OUT = $AddressGroup
Subject: Action completed
The ticket that was opened for your request for host \$mName\ has been
resolved by $OwnerName. If you have any questions about this, you can
contact us at $ContactAddress.
$remarks
Regards,
Your Friendly IT Staff;
}
= END TEMPLATE CODE
Another way to do this that actually uses a user-defined action with a
template is to make the calls to the appropriate RT routines from within
your scrip code. I did this with one of my scrips.
I wanted to do some non-standard things with the recipients, so I
modified RT's SetRecipients() routine and stuck it into my scrip, then I
call it and make calls to the Prepare() and Commit() routines to build
and send an e-mail using the designated template.
= BEGIN SCRIP CODE
### Valid e-mail for ticket, send acknowledgment
$self-SetRecipients();
$self-SUPER::Prepare();
$self-SUPER::Commit();
sub SetRecipients {
### custom routine to do non-standard things with the recipients
}
1;
= END SCRIP CODE
The above code snippet is at the end of my scrip's Custom action
preparation code block.
Regards,
Gene
Re: [rt-users] General permissions question
On Fri, Oct 22, 2010 at 11:03:07AM -0400, Jesse Vincent wrote: On Fri 22.Oct'10 at 9:34:40 -0400, Josh Narins wrote: Class 3 won't be users which are seen via Configuration-Users. I still haven't figured out if they count as Everybody or Unprivileged. I'd like them to be able to view any ticket (although I suspect they will rarely use such a power) so I'm giving them ShowTicket and ShowComment and a few other minor privileges. They count as both everybody and unprivileged. I'd strongly recommend giving your unprivileged users the right to showticket and showcomment on all tickets unless this will ALWAYS be a private-internal RT. Er. That's what I get for replying to email before coffee. I strongly recommend AGAINST giving your unprivileged users showticket/showcomment. -Jesse
Re: [rt-users] General permissions question
Josh, We never grant rights to individual users, too much maintenance. I agree with Jesse (DUH!) to create a SuperUSer Group like System Admins, then another called Technical Support. I'd set rights as follows: Global System Rights: - Privileged: - CreateOwnDashboard - CreateSavedSearch - DeleteOwnDashboard - EditSavedSearch - ForwardMessage - LoadSavedSearch - ModifyOwnDashboard - ModifySelf - SeeOwnDashboard - * SeeQueue (*you might want this only at a Queue level*) - ShowSavedSearch - * ShowTicket (*you might want this only for Roles and the support group*) - SubscribeDashboard - Watch This set will allow all users rights to their own Searches, Searches saved for groups they are in Dashboards set up subscriptions for any Dashboard they have access to modify themselves add watchers to tickets they are watchers on (basically, add Cc's) - Everyone: - ReplyToTicket - CreateTicket This allows anyone to create a ticket and reply to email if sent to them from RT. If you have some form of externalAuth going on, that will keep the spam out. - Roles: - Owner; - ModifyTicket (a no brainer) - * SeeQueue ShowTicket Comments, etc if not by group - AdminCc (*we use AdminCc like a Queue Manager*); - AdminUsers (*Sys Admin only?*) - AdminCustomFields (*Sys Admin only?*) - AssignCustomFields (*we don't want just anyone messing with these *) - ModifyACL (*you may want to keep this at the Queue level or not at all and just let SuperUsers do it*) - ModifyOwnMembership - ModifyQueueWatchers (*you may want to keep this at the Queue level or not at all and just let SuperUsers do it*) - ModifyScrips (*you may want to keep this at the Queue level or not at all and just let SuperUsers do it*) - ModifyTemplate (*you may want to keep this at the Queue level or not at all and just let SuperUsers do it*) - ShowACL (*you may want to keep this at the Queue level or not at all and just for SuperUsers*) - SeeCustomFields (*ditto*) - SeeGroup - * SeeQueue ShowTicket Comments, etc if not by group (*SuperUser *) - ShowConfigTab (*Sys Admin only?*) - ShowScrips (*Sys Admin only?*) - ShowTemplate (*Sys Admin only?*) - StealTicket (*you may want to keep this at the Queue level or let Support group do it*) - WatchAsAdminCc - *You might want to put some of these rights at the Queue level* - Cc; - SeeQueue (*if not given to Privileged*) - ShowTicket (*if not given to Privileged*) - Requestor - SeeQueue (*if not given to Privileged or Support Group*) - ShowTicket (*if not given to Privileged or Support Group*) Since your Users that create tickets will only use email, these two rights above would allow them to see ONLY their tickets if they were to ever sign into the WebUI. - User-Defined Groups: - SystemAdmin; - SuperUser - Technical-Support (you may want to keep some of these rights for this group at the Queue level) - CommentOnTicket - DeleteTicket - ModifyCustomField (may want this at the Queue level) - ModifyTicket (*ONLY if you want members of the group to be able to modify someone else's ticket* - Owners already have this right) - OwnTicket - SeeCustomField - ShowOutgoingEmail - ShowTicket - ShowTicketComments - StealTicket (*you may want to keep this at the Queue level*) - TakeTicket Well, anyway, I'm sure you can get the gist of this. Hope this helps. Kenn LBNL On Fri, Oct 22, 2010 at 6:34 AM, Josh Narins jnar...@seniorbridge.comwrote: I have three classes of users, I'm wondering if my privileges/groups setup is what RT intends. Class 1: Administrators. These three people can do anything. Class 2: People who log into RT and own and resolve tickets. Each is only going to be working with 1-3 queues out of 10-15 queues total. Class 3: People who create tickets via email and don't need to do anything but reply via email. Right now I'm thinking class 1 and class 2 should be privileged users, and by AdminCCs on the particular queues they are interested in. In addition, the three superusers will have, as a User Right, the Super User privilege. Class 3 won't be users which are seen via Configuration-Users. I still haven't figured out if they count as Everybody or Unprivileged. I'd like them to be able to view any ticket (although I suspect they will rarely use such a power) so I'm giving them ShowTicket and ShowComment and a few other minor privileges. Does that sound about right? *Josh Narins* Director of Application
Re: [rt-users] dont reopen
Albert, We put a message in the Resolved template in BIG BOLD letters to instruct the user to NOT do a reply. That has worked most of the time. Kenn LBNL On Fri, Oct 22, 2010 at 6:26 AM, Albert Shih albert.s...@obspm.fr wrote: Le 21/10/2010 à 14:26:14-0700, Joseph Spenner a écrit --- On Thu, 10/21/10, Albert Shih albert.s...@obspm.fr wrote: Hi all I'm using RT 3.8.8 On reply RT reopen the ticket. I would like to known if it's possible to make RT don't reopen a resolved ticket but send a message Many people don't known the «compose» button and only known «reply» button, so I've some ticket live for ever... Regards. JAS -- Albert SHIH Albert: Thanks. There should be a global script: On Correspond Open Ticket, by default. If this is removed, RT will not open the ticket (I think). If you delete that Yes I find this : http://wiki.bestpractical.com/view/OnCorrespondOpenUnlessResolved scrip, it should leave the ticket closed but still send the correspondence to the user (and the admins, depending on how you have everything set). Exactly and that's the problem. What I want is when tue requestor answer the message of resolved ticket (something many month after), the RT do a automatic reply with something like : Please don't answer this message. Send a new request to «support_addresse». so make RT create a new ticket. I try to put the same condition as http://wiki.bestpractical.com/view/OnCorrespondOpenUnlessResolved in all «On correspond» scrip and create a new one with this condition return 1 if (($self-TransactionObj-Type ne 'Correspond') ($self-TicketObj-Status eq 'resolved')); return 0; to send message. But it's not working because RT send the message when I close the ticket (I don't known why). Thanks for you help Regards. -- Albert SHIH DIO batiment 15 Observatoire de Paris Meudon 5 Place Jules Janssen 92195 Meudon Cedex Téléphone : 01 45 07 76 26/06 86 69 95 71 Heure local/Local time: ven 22 oct 2010 15:21:41 CEST
Re: [rt-users] Templates and custom ScripActions
Gene,
I wouldn't mind embedding the logic in the template, in fact I tried that at
first, but my decision making requires that I have access to
$self-TransactionObj-NewValue from my CustomField. I couldn't seem to get at
this from the template itself. I had trouble finding the right magic to access
the Transaction's NewValue.
I've seen code samples that use $Transaction within templates, but
$Transaction-NewValue seems undef. Are you aware of how I could get at
NewValue?
Or perhaps as an alternative, a way to populate a variable in the Custom
Condition that would then be accessible from the Template? I'm sort of
grasping at straws, but hoping that somehow I can get the Template to see the
NewValue of my CustomField. Once I have that, I can retrieve the email listing
of users from the appropriate RT group and the rest is easy, and I would not
need any user-defined action at that point.
Thanks,
Fran
-Original Message-
From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-
boun...@lists.bestpractical.com] On Behalf Of Gene LeDuc
Sent: Friday, October 22, 2010 11:34 AM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Templates and custom ScripActions
Hi Fran,
On 10/22/2010 8:15 AM, Francis L Fabrizio wrote:
Do I have to do something specific when creating a Scrip and using
Action: User Defined in order to get RT to process the associated
template with the scrip?
I have created a custom scrip, and just for testing purposes, I made
the custom condition, custom action prep, and custom action cleanup all
set to return 1;, and associated my desired template with the scrip.
The scrip fires and returns successfully, but the template is never
touched.
Are there specific steps I need to take in my custom action code in
order to load, parse, and send notifications from a template?
Thanks,
Fran
I'm using v3.6.3, so this may not be accurate with your setup.
I know of ways to do what you want.
The way I prefer to do it is to embed the code into the template. I've
found this to be fairly easy to do and it involves less code. It can
also be trickier to debug because the scrip doesn't tell you what
action
is being taken - it's all in the template. It does make the template
bigger. Almost all of my templates have embedded decision-making and
data-processing routines in them. Here's a piece of one of my
templates
that builds a custom acknowledgment e-mail.
= BEGIN TEMPLATE CODE
{ ### Tells user that ticket has been resolved
my $FromAddress = 'DNS Requests someaddr...@domain';
my $ContactAddress = 'm...@domain';
my $OwnerName = $Ticket-OwnerObj-RealName;
my $have_rmks;
my $c_content;
### Get last Correspond
my $Transactions = $Ticket-Transactions;
$Transactions-Limit( FIELD = 'Type', VALUE = 'Correspond' );
$Transactions-OrderByCols (
{ FIELD = 'Created', ORDER = 'DESC' },
{ FIELD = 'id', ORDER = 'DESC' },
);
my $CorrespondObj = $Transactions-First;
if ($CorrespondObj $CorrespondObj-Id) {
$c_content = $CorrespondObj-Content;
chomp $c_content;
$have_rmks =
!$CorrespondObj-Attachments-First-GetHeader('Received');
}
### Lots of other code removed
my $AddressGroup = From: $FromAddress;
$AddressGroup .= \nCc: $Cc if $Cc;
$AddressGroup .= \nBcc: $Bcc if $Bcc;
$OUT = $AddressGroup
Subject: Action completed
The ticket that was opened for your request for host \$mName\ has
been
resolved by $OwnerName. If you have any questions about this, you can
contact us at $ContactAddress.
$remarks
Regards,
Your Friendly IT Staff;
}
= END TEMPLATE CODE
Another way to do this that actually uses a user-defined action with a
template is to make the calls to the appropriate RT routines from
within
your scrip code. I did this with one of my scrips.
I wanted to do some non-standard things with the recipients, so I
modified RT's SetRecipients() routine and stuck it into my scrip, then
I
call it and make calls to the Prepare() and Commit() routines to build
and send an e-mail using the designated template.
= BEGIN SCRIP CODE
### Valid e-mail for ticket, send acknowledgment
$self-SetRecipients();
$self-SUPER::Prepare();
$self-SUPER::Commit();
sub SetRecipients {
### custom routine to do non-standard things with the recipients
}
1;
= END SCRIP CODE
The above code snippet is at the end of my scrip's Custom action
preparation code block.
Regards,
Gene
[rt-users] Some RTIR automation?
Many times a day I will login to RT+RTIR and consolidate Incident Reports into Incidents using the IP address field in RTIR. Is there any way to automate the consolidation process of Incident Reports into Incidents where there's an IP address? I would imagine it's possible but I'm not sure what to try even. For those who may not have seen it - RTIR is an addon for RT. It creates three queues called Incident Reports, Incidents and Investigations. Incident Reports can be merged or multiple Incident Reports can be linked to a single Incident. An Incident can be used to create a new ticket called an Investigation. In our case we use this to consolidate abuse issues reported by outside parties by linking individual Incident Reports into Incidents and then opening an investigation with our customer. After our customer replies to the Investigation and we can then respond to all the Incident Reports separately and all at once when the Incident is resolved. I had thought, maybe using code in a template, to script the creation of an Incident if no other *open* Incident exists with the IP address(es) from the Incident Reports. If an Incident exists with that IP address and it's *open * it links the new incident report with that incident. Can a script inside a template create an Incident? Then at regular times I can simply list the incidents and open investigations where needed and look for incident reports with no IP address in them (rare). Does anyone have any ideas on how to go about this? Thanks to anyone who has any ideas on where to start here. -- Landon Stewart lstew...@superb.net SuperbHosting.Net by Superb Internet Corp. Toll Free (US/Canada): 888-354-6128 x 4199 Direct: 206-438-5879 Web hosting and more Ahead of the Rest: http://www.superbhosting.net
Re: [rt-users] dont reopen
Hello Albert, See http://wiki.bestpractical.com/view/AutoOpenProblem with reference to forking into a new ticket. On Fri, Oct 22, 2010 at 12:12 AM, Albert Shih albert.s...@obspm.fr wrote: Hi all I'm using RT 3.8.8 On reply RT reopen the ticket. I would like to known if it's possible to make RT don't reopen a resolved ticket but send a message Many people don't known the «compose» button and only known «reply» button, so I've some ticket live for ever... Regards. JAS -- Albert SHIH DIO batiment 15 Observatoire de Paris Meudon 5 Place Jules Janssen 92195 Meudon Cedex Téléphone : 01 45 07 76 26/06 86 69 95 71 Heure local/Local time: jeu 21 oct 2010 22:09:55 CEST -- Best regards, Ruslan.
