[rt-users] Prevent mails to disabled queue
Hello, Since I upgraded to 3.8.8 it's possible to send mails to the queue General. This queue has always been disabled and we're using several queues for different purposes. If there is an incoming mail to the correspond-address without a ticket # it would be delivered to the General-queue where it bounced back to the sender with a message about a disabled queue. Nowadays, after the upgrade to 3.8.8, the queue us is disabled, but incoming messages will end up in the queue and even a response back to the sender with a ticketnumber. And there is no one monitoring tickets in this place, they will just sit there until someone is frustrated about nothing happening. How do I prevent messages being sent to a disabled queue? Thanks
Re: [rt-users] Prevent mails to disabled queue
On Sun, Mar 13, 2011 at 2:15 PM, Niclas Möre niclas.m...@ticnet.se wrote: Hello, Since I upgraded to 3.8.8 it’s possible to send mails to the queue General. This queue has always been disabled and we’re using several queues for different purposes. If there is an incoming mail to the correspond-address without a ticket # it would be delivered to the General-queue where it bounced back to the sender with a message about a disabled queue. Nowadays, after the upgrade to 3.8.8, the queue us is disabled, but incoming messages will end up in the queue and even a response back to the sender with a ticketnumber. And there is no one monitoring tickets in this place, they will just sit there until someone is frustrated about nothing happening. How do I prevent messages being sent to a disabled queue? By adjusting mail aliases, either reroute aliases to insert tickets into different queue or delete them. Thanks -- Best regards, Ruslan.
Re: [rt-users] Respond on Correspond appears to not be working
Thane, Be sure to test your scrip using a requestor email address that is not the same as the email address assigned to the RT account that is making the reply. I will be interested to find out what the issue was when you uncover it! José, The right is called ShowOutgoingEmail. Best, Mike 2011/3/11 José Gregorio Díaz Unda xt4...@yahoo.com Hi Thane. If you restart the webserver the problem still remains? José. P.D.: which rithts must be enabled to show the outgoing email messages? Enviado desde mi dispositivo movil BlackBerry® de Digitel. -- *From: * Walkup, Thane twal...@sccd.ctc.edu *Sender: * rt-users-boun...@lists.bestpractical.com *Date: *Sat, 12 Mar 2011 00:31:25 + *To: *michael.st...@livetext.commichael.st...@livetext.com *Cc: *rt-users@lists.bestpractical.comrt-users@lists.bestpractical.com *Subject: *Re: [rt-users] Respond on Correspond appears to not be working Good point, I am only seeing the “outgoing email recorded” message on ticket creation and closure. I thought the “On Correspond” event logged correspondence submitted via the web interface; was I wrong? Thanks, Thane *From:* Michael Steen [mailto:michael.st...@livetext.com] *Sent:* Friday, March 11, 2011 4:20 PM *To:* Walkup, Thane *Cc:* rt-users@lists.bestpractical.com *Subject:* Re: [rt-users] Respond on Correspond appears to not be working Do you see Outgoing email recorded at the bottom of the ticket when you reply (assuming you have the right)? Is anyone in the To: field there? Mike Steen Desktop and Customer Support Specialist LiveText, Inc. michael.st...@livetext.com On Fri, Mar 11, 2011 at 6:07 PM, Walkup, Thane twal...@sccd.ctc.edu wrote: No. Here’s the scenario I’m trying to set up: 1. Requestor submits trouble request 2. Requestor receives notification that a ticket has been created 3. Technician responds to trouble request via RT, requestor receives the response Step 3 is where things are going wrong; no response is being sent to the original creator of the ticket. They are, however receiving notifications when the ticket is created and when it is closed. Thanks, Thane *From:* Michael Steen [mailto:michael.st...@livetext.com] *Sent:* Friday, March 11, 2011 4:04 PM *To:* Walkup, Thane *Cc:* rt-users@lists.bestpractical.com *Subject:* Re: [rt-users] Respond on Correspond appears to not be working Is the requestor the same person who is making the reply? By default, the $NotifyActor setting does not send correspondence to the person making the change. Best, Mike On Fri, Mar 11, 2011 at 3:09 PM, Walkup, Thane twal...@sccd.ctc.edu wrote: Greetings, Version info: RT 3.6.5 running on Ubuntu; kernel 2.6.24-28. (Hardy Heron) There is an eventual plan to move to 3.8, but for now this is the version we’re running, and we’re kind of stuck with it. The main problem we’re experiencing is that when people hit the “reply” button, the reply is not transmitted to the requestor of the ticket. Replies are generated for creation and closing events, but correspondence is not transmitted. The scrip for the queue in question (it’s actually global, we’re running a minimal system) is as follows: Condition: On Correspond Action: Notify Requestors and Ccs as Comment Template: Global template: Correspondence Stage: TransactionCreate I admit a total ignorance of perl and the other “under the hood” stuff, but the issue falls on my head to fix. Any suggestions? Thanks, Thane
Re: [rt-users] Respond on Correspond appears to not be working
Thanks Michael. José. Enviado desde mi dispositivo movil BlackBerry® de Digitel. -Original Message- From: Michael Steen michael.st...@livetext.com Date: Sun, 13 Mar 2011 11:11:29 To: xt4...@yahoo.com Reply-To: michael.st...@livetext.com Cc: Walkup, Thanetwal...@sccd.ctc.edu; rt-users@lists.bestpractical.com Subject: Re: [rt-users] Respond on Correspond appears to not be working Thane, Be sure to test your scrip using a requestor email address that is not the same as the email address assigned to the RT account that is making the reply. I will be interested to find out what the issue was when you uncover it! José, The right is called ShowOutgoingEmail. Best, Mike 2011/3/11 José Gregorio Díaz Unda xt4...@yahoo.com Hi Thane. If you restart the webserver the problem still remains? José. P.D.: which rithts must be enabled to show the outgoing email messages? Enviado desde mi dispositivo movil BlackBerry® de Digitel. -- *From: * Walkup, Thane twal...@sccd.ctc.edu *Sender: * rt-users-boun...@lists.bestpractical.com *Date: *Sat, 12 Mar 2011 00:31:25 + *To: *michael.st...@livetext.commichael.st...@livetext.com *Cc: *rt-users@lists.bestpractical.comrt-users@lists.bestpractical.com *Subject: *Re: [rt-users] Respond on Correspond appears to not be working Good point, I am only seeing the “outgoing email recorded” message on ticket creation and closure. I thought the “On Correspond” event logged correspondence submitted via the web interface; was I wrong? Thanks, Thane *From:* Michael Steen [mailto:michael.st...@livetext.com] *Sent:* Friday, March 11, 2011 4:20 PM *To:* Walkup, Thane *Cc:* rt-users@lists.bestpractical.com *Subject:* Re: [rt-users] Respond on Correspond appears to not be working Do you see Outgoing email recorded at the bottom of the ticket when you reply (assuming you have the right)? Is anyone in the To: field there? Mike Steen Desktop and Customer Support Specialist LiveText, Inc. michael.st...@livetext.com On Fri, Mar 11, 2011 at 6:07 PM, Walkup, Thane twal...@sccd.ctc.edu wrote: No. Here’s the scenario I’m trying to set up: 1. Requestor submits trouble request 2. Requestor receives notification that a ticket has been created 3. Technician responds to trouble request via RT, requestor receives the response Step 3 is where things are going wrong; no response is being sent to the original creator of the ticket. They are, however receiving notifications when the ticket is created and when it is closed. Thanks, Thane *From:* Michael Steen [mailto:michael.st...@livetext.com] *Sent:* Friday, March 11, 2011 4:04 PM *To:* Walkup, Thane *Cc:* rt-users@lists.bestpractical.com *Subject:* Re: [rt-users] Respond on Correspond appears to not be working Is the requestor the same person who is making the reply? By default, the $NotifyActor setting does not send correspondence to the person making the change. Best, Mike On Fri, Mar 11, 2011 at 3:09 PM, Walkup, Thane twal...@sccd.ctc.edu wrote: Greetings, Version info: RT 3.6.5 running on Ubuntu; kernel 2.6.24-28. (Hardy Heron) There is an eventual plan to move to 3.8, but for now this is the version we’re running, and we’re kind of stuck with it. The main problem we’re experiencing is that when people hit the “reply” button, the reply is not transmitted to the requestor of the ticket. Replies are generated for creation and closing events, but correspondence is not transmitted. The scrip for the queue in question (it’s actually global, we’re running a minimal system) is as follows: Condition: On Correspond Action: Notify Requestors and Ccs as Comment Template: Global template: Correspondence Stage: TransactionCreate I admit a total ignorance of perl and the other “under the hood” stuff, but the issue falls on my head to fix. Any suggestions? Thanks, Thane
