Re: [rt-users] Dump all except tickets+attachments?
On Wed, 17 Aug 2011, Darren Spruell wrote: into an error to the effect of too many tickets specified by the shredder resulting in too long of a GET request URI length for the server. I concluded that shredding that many tickets from the UI wasn't going to work and there must be a better way. Is this right, or I lately had exactly the same problem, and the conclusion was: Either to learn how to shred 'inside the Database' (without the mason-code) or to restrict each shred-call to a few hundred selected tickets. The shredder seems to create a long URI and so the standard limits of URIs (from concatenating the call and lots of ticket-numbers) seem unavoidable. We simply ignored the old tickets, hoping for a solution to pop up somewhere, before the next cycle. Alas we see 4.* now and have 3.* running, and still no idea ... Would it be possible to 'translate' the shredders algorithm from mason-code directly to 'some SQL dialect' or at least to translate 'shredding one ticket completely in SQL'? (Or is that impossible, because the contents and links of a ticket can not be analyzed that way, and really need 'perlcode', to follow and decide what to shred?) Stucki -- Christoph von Stuckrad * * |nickname |Mail stu...@mi.fu-berlin.de \ Freie Universitaet Berlin |/_*|'stucki' |Tel(Mo.,Mi.):+49 30 838-75 459| Mathematik Informatik EDV |\ *|if online| (Di,Do,Fr):+49 30 77 39 6600| Takustr. 9 / 14195 Berlin * * |on IRCnet|Fax(home): +49 30 77 39 6601/ RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Dump all except tickets+attachments?
On Thu, Aug 18, 2011 at 02:02:36PM +0200, Chr. von Stuckrad wrote: On Wed, 17 Aug 2011, Darren Spruell wrote: into an error to the effect of too many tickets specified by the shredder resulting in too long of a GET request URI length for the server. I concluded that shredding that many tickets from the UI wasn't going to work and there must be a better way. Is this right, or I lately had exactly the same problem, and the conclusion was: Either to learn how to shred 'inside the Database' (without the mason-code) or to restrict each shred-call to a few hundred selected tickets. The shredder seems to create a long URI and so the standard limits of URIs (from concatenating the call and lots of ticket-numbers) seem unavoidable. We simply ignored the old tickets, hoping for a solution to pop up somewhere, before the next cycle. Alas we see 4.* now and have 3.* running, and still no idea ... Would it be possible to 'translate' the shredders algorithm from mason-code directly to 'some SQL dialect' or at least to translate 'shredding one ticket completely in SQL'? (Or is that impossible, because the contents and links of a ticket can not be analyzed that way, and really need 'perlcode', to follow and decide what to shred?) Try using /opt/rt4/sbin/rt-shredder rather than the web ui. There are also some config options you may need to tune to cause it to be able to delete thousands of tickets at a time. -kevin pgp4AgX1HeqW9.pgp Description: PGP signature RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
[rt-users] AUTO: Rezty Felty is out of the office (returning 08/22/2011)
I am out of the office until 08/22/2011. Avaialable at 816.559.1196 for emergencies. Note: This is an automated response to your message Re: [rt-users] Dump all except tickets+attachments? sent on 8/18/2011 7:33:11 AM. This is the only notification you will receive while this person is away. This message, including any attachments, is for the designated recipient only and/or Hallmark Cards, Inc. employees. It may contain privileged, proprietary, or otherwise private information. If you have received it in error, please notify the sender immediately and delete the original. Any other use of the e-mail, disclosure of the information, or distribution by you is prohibited. RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Request Tracker 4.0.1 and Asset Tracker Extension
Todd, I'd also be willing to review the updates. The only reason we haven't moved to RT4 is our need for AT. My team would love to help out on this. Ryan - Original Message - From: Todd Chapman t...@chaka.net To: Jim Lesinski jim.lesin...@gmail.com Cc: rt-users@lists.bestpractical.com Sent: Wednesday, August 17, 2011 5:38:14 PM Subject: Re: [rt-users] Request Tracker 4.0.1 and Asset Tracker Extension Jim, I haven't had a chance to commit the updates. If you want I can send you a tar file with the updated files and in return you can help pinpoint any problems. Agree? -Todd On Wed, Aug 17, 2011 at 5:36 PM, Jim Lesinski jim.lesin...@gmail.com wrote: Does anyone know if Asset Tracker will work with Request Tracker 4? I tried the install and it seemed to run correctly, but it doesn't look like anything has been added to RequestTracker. I verified that the installation added to the plugins directory and added the db tables. I do have RTx::AssetTracker added to my config file and I have restarted the web server. Appreciate the help - Jim RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA — September 26 27, 2011 * San Francisco, CA, USA — October 18 19, 2011 * Washington DC, USA — October 31 November 1, 2011 * Melbourne VIC, Australia — November 28 29, 2011 * Barcelona, Spain — November 28 29, 2011 RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011 RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Dump all except tickets+attachments?
I added this before I followed up to this thread with Don't try this (dump partial DB and transfer): http://requesttracker.wikia.com/wiki/Shredder == Shred ALL TICKETS WARNING WARNING WARNING: If for some reason you want to reset your entire RT instance's TICKETS AND TICKET DATA ONLY (and keep Scrips, Custom Fields, etc), you could do something like the following. This was useful for me when I wanted to take our production RT instance and duplicate it onto a development box but not have the huge database full of tickets and ticket-related data. Bourne shell syntax is shown below: cd /tmp while : do date SHREDDED=`rt-shredder --plugin Tickets=query,id 0;limit,100 --force --sqldump foo.sql 21 | grep RT::Ticket | wc -l` echo Shredded roughly $SHREDDED tickets. sleep 3 # let the system get a breath rm -f foo.sql # we don't care about restoring what we shredded in this case if [ $SHREDDED -eq 0 ]; then break fi done == On 8/18/2011 8:02 AM, Chr. von Stuckrad wrote: On Wed, 17 Aug 2011, Darren Spruell wrote: into an error to the effect of too many tickets specified by the shredder resulting in too long of a GET request URI length for the server. I concluded that shredding that many tickets from the UI wasn't going to work and there must be a better way. Is this right, or I lately had exactly the same problem, and the conclusion was: Either to learn how to shred 'inside the Database' (without the mason-code) or to restrict each shred-call to a few hundred selected tickets. The shredder seems to create a long URI and so the standard limits of URIs (from concatenating the call and lots of ticket-numbers) seem unavoidable. We simply ignored the old tickets, hoping for a solution to pop up somewhere, before the next cycle. Alas we see 4.* now and have 3.* running, and still no idea ... Would it be possible to 'translate' the shredders algorithm from mason-code directly to 'some SQL dialect' or at least to translate 'shredding one ticket completely in SQL'? (Or is that impossible, because the contents and links of a ticket can not be analyzed that way, and really need 'perlcode', to follow and decide what to shred?) Stucki RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] RT logs in wrong timezone
Ruslan, Ok, I will figure out how to connect the local Syslog with the remote Syslog. Thanks again. -- ### At PoP-SP/RNP, every day is an IPv6 day ### Wagner Pereira PoP-SP/RNP - Ponto de Presença da RNP em São Paulo CCE/USP - Centro de Computação Eletrônica da Universidade de São Paulo http://www.pop-sp.rnp.br Fixo. +55 11 3091-8901 Móvel. +55 11 9923-9554 fone@RNP: 10158902 Em 17/08/2011 16:11, Ruslan Zakirov escreveu: First of all test that local syslog daemon actually connects to remote server and redirects messages. RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
[rt-users] One fill in text custom field acting different
RT 3.8.7 in production RT 3.8.10 in development This has been a long-standing oddity. For a brand new ticket, note the difference between the fill-in text AffectedEmployeeDetails field below and the other fill-in-text fields: == [-- Basics --] blah blah blah blah [-- Custom Fields --] AffectedEmployeeNumbers:(no value) AffectedEmployeeDetails: Scope:(no value) Details:(no value) == Can anyone explain that? We do absolutely nothing with any of those fields at ticket-creation time. It's a problem (minor) because the first time someone modifies any field and saves, a bogus/confusing line appears as a notice: * is no longer a value for AffectedEmployeeDetails Then, and only then, does AffectedEmployeeDetails show as having (no value) like the others. RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Encoding error
Just to follow up, we migrated from 3.8.7 to 3.8.10 and that fixed our issue. The Encode library stayed at the same version number (2.43). I am guessing that the problem was in some RT code. Anyway, we are not seeing the error anymore. Cheers, Thierry RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] help with scrip (search correspond body)
I don't want to stop the resolved email from going out. I want to stop the
commands that CommandByMail uses being sent to the requestor.
So for example you can reply to ticket with Status: resolved and the requestor
with get that email with the content being just Status: resolved and then they
will ALSO get the official resolved email as well. I don't want them to get the
command email.
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kenneth Crocker
Sent: Wednesday, August 17, 2011 9:01 AM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] help with scrip (search correspond body)
Robert,
Have you tried creating two different resolve notification scrips? 1 for the
requestor (that uses a template with no content) and 1 for others that uses a
template with all the content? I'm not sure if that is what you wanted, but
it's a thought.
Kenn
LBNL
On Wed, Aug 17, 2011 at 1:34 AM, Robert Vicchiullo
r...@hautelook.commailto:r...@hautelook.com wrote:
i am using the CommandByEmail.
the problem is when the helpdesk replies to emails it sends out the commands to
the requester.
i am trying to write some custom things to block those corresponds from going
to the requester. so if they someone closes a ticket via email the requester
will get the email with the Status: resolved in it as well as the default
templated email saying it was closed.
and i know we could send the requests to the comment email, but we are coming
from another ticketing system where there was only 1 email and i would rather
not have to have everyone always remember to do that. writing this seemed like
it would be pretty easy. just need to work out the kinks.
From: ruslan.zaki...@gmail.commailto:ruslan.zaki...@gmail.com
[ruslan.zaki...@gmail.commailto:ruslan.zaki...@gmail.com] on behalf of Ruslan
Zakirov [r...@bestpractical.commailto:r...@bestpractical.com]
Sent: Tuesday, August 16, 2011 3:49 PM
To: Robert Vicchiullo
Cc: RT-Users@lists.bestpractical.commailto:RT-Users@lists.bestpractical.com
Subject: Re: [rt-users] help with scrip (search correspond body)
Hi,
What exactly are you trying to do? Why do you need custom condition
when RT has On Correspond out of the box?
On Wed, Aug 17, 2011 at 2:44 AM, Robert Vicchiullo
r...@hautelook.commailto:r...@hautelook.com wrote:
Ok that's worked and I have the following
my $Content = $self-TransactionObj-Content;
if( $Content =~ m/Status: resolved/){
return 0;
}
return 1;
problem is when the Content does match and it does return 0;
it sends out an email and says This transaction appears to have no content
-Original Message-
From: ruslan.zaki...@gmail.commailto:ruslan.zaki...@gmail.com
[mailto:ruslan.zaki...@gmail.commailto:ruslan.zaki...@gmail.com] On Behalf
Of Ruslan Zakirov
Sent: Sunday, August 14, 2011 1:59 PM
To: Robert Vicchiullo
Cc: RT-Users@lists.bestpractical.commailto:RT-Users@lists.bestpractical.com
Subject: Re: [rt-users] help with scrip (search correspond body)
On Sat, Aug 13, 2011 at 12:57 AM, Robert Vicchiullo
r...@hautelook.commailto:r...@hautelook.com wrote:
Need a little help and would appreciate any advice.
I am trying to write a scrip for
On Correspond Notify Requestors and Ccs
I have Condition set to User defined and stage set to transactionbatch.
In Custom condition I have:
my $Content = $self-TransactionObj-Attachments-First-Content;
Try the following:
$self-TransactionObj-Content;
It will find text part in the message and return it content.
[snip]
--
Best regards, Ruslan.
RT Training Sessions (http://bestpractical.com/services/training.html)
* Chicago, IL, USA September 26 27, 2011
* San Francisco, CA, USA October 18 19, 2011
* Washington DC, USA October 31 November 1, 2011
* Melbourne VIC, Australia November 28 29, 2011
* Barcelona, Spain November 28 29, 2011
--
Best regards, Ruslan.
RT Training Sessions (http://bestpractical.com/services/training.html)
* Chicago, IL, USA September 26 27, 2011
* San Francisco, CA, USA October 18 19, 2011
* Washington DC, USA October 31 November 1, 2011
* Melbourne VIC, Australia November 28 29, 2011
* Barcelona, Spain November 28 29, 2011
RT Training Sessions (http://bestpractical.com/services/training.html)
* Chicago, IL, USA September 26 27, 2011
* San Francisco, CA, USA October 18 19, 2011
* Washington DC, USA October 31 November 1, 2011
* Melbourne VIC, Australia November 28 29, 2011
* Barcelona, Spain November 28 29, 2011
Re: [rt-users] help with scrip (search correspond body)
Robert,
As I mentioned earlier, YOU can control what goes out on an email via the
template. Why don't you just modify the resolve template to NOT put the
info on that you do not want?
Kenn
LBNL
On Thu, Aug 18, 2011 at 1:16 PM, Robert Vicchiullo r...@hautelook.comwrote:
I don’t want to stop the resolved email from going out. I want to stop
the commands that CommandByMail uses being sent to the requestor.
** **
So for example you can reply to ticket with Status: resolved and the
requestor with get that email with the content being just Status: resolved
and then they will ALSO get the official resolved email as well. I don’t
want them to get the command email.
** **
** **
*From:* rt-users-boun...@lists.bestpractical.com [mailto:
rt-users-boun...@lists.bestpractical.com] *On Behalf Of *Kenneth Crocker
*Sent:* Wednesday, August 17, 2011 9:01 AM
*To:* rt-users@lists.bestpractical.com
*Subject:* Re: [rt-users] help with scrip (search correspond body)
** **
Robert,
Have you tried creating two different resolve notification scrips? 1 for
the requestor (that uses a template with no content) and 1 for others that
uses a template with all the content? I'm not sure if that is what you
wanted, but it's a thought.
Kenn
LBNL
On Wed, Aug 17, 2011 at 1:34 AM, Robert Vicchiullo r...@hautelook.com
wrote:
i am using the CommandByEmail.
the problem is when the helpdesk replies to emails it sends out the
commands to the requester.
i am trying to write some custom things to block those corresponds from
going to the requester. so if they someone closes a ticket via email the
requester will get the email with the Status: resolved in it as well as the
default templated email saying it was closed.
and i know we could send the requests to the comment email, but we are
coming from another ticketing system where there was only 1 email and i
would rather not have to have everyone always remember to do that. writing
this seemed like it would be pretty easy. just need to work out the kinks.
From: ruslan.zaki...@gmail.com [ruslan.zaki...@gmail.com] on behalf of
Ruslan Zakirov [r...@bestpractical.com]
Sent: Tuesday, August 16, 2011 3:49 PM
To: Robert Vicchiullo
Cc: RT-Users@lists.bestpractical.com
Subject: Re: [rt-users] help with scrip (search correspond body)
Hi,
What exactly are you trying to do? Why do you need custom condition
when RT has On Correspond out of the box?
On Wed, Aug 17, 2011 at 2:44 AM, Robert Vicchiullo r...@hautelook.com
wrote:
Ok that’s worked and I have the following
my $Content = $self-TransactionObj-Content;
if( $Content =~ m/Status: resolved/){
return 0;
}
return 1;
problem is when the Content does match and it does return 0;
it sends out an email and says This transaction appears to have no
content
-Original Message-
From: ruslan.zaki...@gmail.com [mailto:ruslan.zaki...@gmail.com] On
Behalf Of Ruslan Zakirov
Sent: Sunday, August 14, 2011 1:59 PM
To: Robert Vicchiullo
Cc: RT-Users@lists.bestpractical.com
Subject: Re: [rt-users] help with scrip (search correspond body)
On Sat, Aug 13, 2011 at 12:57 AM, Robert Vicchiullo r...@hautelook.com
wrote:
Need a little help and would appreciate any advice.
I am trying to write a scrip for
“On Correspond Notify Requestors and Ccs”
I have Condition set to User defined and stage set to transactionbatch.
In Custom condition I have:
my $Content = $self-TransactionObj-Attachments-First-Content;
Try the following:
$self-TransactionObj-Content;
It will find text part in the message and return it content.
[snip]
--
Best regards, Ruslan.
RT Training Sessions (http://bestpractical.com/services/training.html)
* Chicago, IL, USA September 26 27, 2011
* San Francisco, CA, USA October 18 19, 2011
* Washington DC, USA October 31 November 1, 2011
* Melbourne VIC, Australia November 28 29, 2011
* Barcelona, Spain November 28 29, 2011
--
Best regards, Ruslan.
RT Training Sessions (http://bestpractical.com/services/training.html)
* Chicago, IL, USA September 26 27, 2011
* San Francisco, CA, USA October 18 19, 2011
* Washington DC, USA October 31 November 1, 2011
* Melbourne VIC, Australia November 28 29, 2011
* Barcelona, Spain November 28 29, 2011
** **
RT Training Sessions (http://bestpractical.com/services/training.html)
* Chicago, IL, USA September 26 27, 2011
* San Francisco, CA, USA October 18 19, 2011
* Washington DC, USA October 31 November 1, 2011
* Melbourne VIC, Australia November 28 29, 2011
* Barcelona, Spain November 28 29, 2011
Re: [rt-users] help with scrip (search correspond body)
Because the commands aren't in the resolve message. They are just in
corresponds.
And they are always by themselves.
So it would just be an email with a command. I do not want those emails to go
to the requestor.
So if I edit the template to remove commands it will still send an email but
now it will be blank.
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kenneth Crocker
Sent: Thursday, August 18, 2011 2:16 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] help with scrip (search correspond body)
Robert,
As I mentioned earlier, YOU can control what goes out on an email via the
template. Why don't you just modify the resolve template to NOT put the info
on that you do not want?
Kenn
LBNL
On Thu, Aug 18, 2011 at 1:16 PM, Robert Vicchiullo
r...@hautelook.commailto:r...@hautelook.com wrote:
I don't want to stop the resolved email from going out. I want to stop the
commands that CommandByMail uses being sent to the requestor.
So for example you can reply to ticket with Status: resolved and the requestor
with get that email with the content being just Status: resolved and then they
will ALSO get the official resolved email as well. I don't want them to get the
command email.
From:
rt-users-boun...@lists.bestpractical.commailto:rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.commailto:rt-users-boun...@lists.bestpractical.com]
On Behalf Of Kenneth Crocker
Sent: Wednesday, August 17, 2011 9:01 AM
To: rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com
Subject: Re: [rt-users] help with scrip (search correspond body)
Robert,
Have you tried creating two different resolve notification scrips? 1 for the
requestor (that uses a template with no content) and 1 for others that uses a
template with all the content? I'm not sure if that is what you wanted, but
it's a thought.
Kenn
LBNL
On Wed, Aug 17, 2011 at 1:34 AM, Robert Vicchiullo
r...@hautelook.commailto:r...@hautelook.com wrote:
i am using the CommandByEmail.
the problem is when the helpdesk replies to emails it sends out the commands to
the requester.
i am trying to write some custom things to block those corresponds from going
to the requester. so if they someone closes a ticket via email the requester
will get the email with the Status: resolved in it as well as the default
templated email saying it was closed.
and i know we could send the requests to the comment email, but we are coming
from another ticketing system where there was only 1 email and i would rather
not have to have everyone always remember to do that. writing this seemed like
it would be pretty easy. just need to work out the kinks.
From: ruslan.zaki...@gmail.commailto:ruslan.zaki...@gmail.com
[ruslan.zaki...@gmail.commailto:ruslan.zaki...@gmail.com] on behalf of Ruslan
Zakirov [r...@bestpractical.commailto:r...@bestpractical.com]
Sent: Tuesday, August 16, 2011 3:49 PM
To: Robert Vicchiullo
Cc: RT-Users@lists.bestpractical.commailto:RT-Users@lists.bestpractical.com
Subject: Re: [rt-users] help with scrip (search correspond body)
Hi,
What exactly are you trying to do? Why do you need custom condition
when RT has On Correspond out of the box?
On Wed, Aug 17, 2011 at 2:44 AM, Robert Vicchiullo
r...@hautelook.commailto:r...@hautelook.com wrote:
Ok that's worked and I have the following
my $Content = $self-TransactionObj-Content;
if( $Content =~ m/Status: resolved/){
return 0;
}
return 1;
problem is when the Content does match and it does return 0;
it sends out an email and says This transaction appears to have no content
-Original Message-
From: ruslan.zaki...@gmail.commailto:ruslan.zaki...@gmail.com
[mailto:ruslan.zaki...@gmail.commailto:ruslan.zaki...@gmail.com] On Behalf
Of Ruslan Zakirov
Sent: Sunday, August 14, 2011 1:59 PM
To: Robert Vicchiullo
Cc: RT-Users@lists.bestpractical.commailto:RT-Users@lists.bestpractical.com
Subject: Re: [rt-users] help with scrip (search correspond body)
On Sat, Aug 13, 2011 at 12:57 AM, Robert Vicchiullo
r...@hautelook.commailto:r...@hautelook.com wrote:
Need a little help and would appreciate any advice.
I am trying to write a scrip for
On Correspond Notify Requestors and Ccs
I have Condition set to User defined and stage set to transactionbatch.
In Custom condition I have:
my $Content = $self-TransactionObj-Attachments-First-Content;
Try the following:
$self-TransactionObj-Content;
It will find text part in the message and return it content.
[snip]
--
Best regards, Ruslan.
RT Training Sessions (http://bestpractical.com/services/training.html)
* Chicago, IL, USA September 26 27, 2011
* San Francisco, CA, USA October 18 19, 2011
* Washington DC, USA October 31 November 1, 2011
* Melbourne VIC, Australia November 28 29, 2011
* Barcelona, Spain November 28
Re: [rt-users] help with scrip (search correspond body)
On Fri, Aug 19, 2011 at 1:15 AM, Kenneth Crocker kfcroc...@lbl.gov wrote:
Robert,
As I mentioned earlier, YOU can control what goes out on an email via the
template. Why don't you just modify the resolve template to NOT put the
info on that you do not want?
Kenneth, you forget that On Resolve condition triggers on status change action
that has no Content. It's described in FAQ.
Robert here has different problem. Staff members close tickets using
CommandByEmail
and replies without additional text that would be helpful to
requestors. People receive
mails without valuable info, just bunch of meaning less commands.
Robert, at the end you need two things to solve this properly:
1) On Correspond With Content condition
2) Templates that strip commands from content
In both task you get content and delete commands from it. If after
deleting content is not empty then condition should succeed.
Code that strips commands you can borrow from the extension.
Kenn
LBNL
On Thu, Aug 18, 2011 at 1:16 PM, Robert Vicchiullo r...@hautelook.com
wrote:
I don’t want to stop the resolved email from going out. I want to stop the
commands that CommandByMail uses being sent to the requestor.
So for example you can reply to ticket with Status: resolved and the
requestor with get that email with the content being just Status: resolved
and then they will ALSO get the official resolved email as well. I don’t
want them to get the command email.
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kenneth
Crocker
Sent: Wednesday, August 17, 2011 9:01 AM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] help with scrip (search correspond body)
Robert,
Have you tried creating two different resolve notification scrips? 1 for
the requestor (that uses a template with no content) and 1 for others that
uses a template with all the content? I'm not sure if that is what you
wanted, but it's a thought.
Kenn
LBNL
On Wed, Aug 17, 2011 at 1:34 AM, Robert Vicchiullo r...@hautelook.com
wrote:
i am using the CommandByEmail.
the problem is when the helpdesk replies to emails it sends out the
commands to the requester.
i am trying to write some custom things to block those corresponds from
going to the requester. so if they someone closes a ticket via email the
requester will get the email with the Status: resolved in it as well as the
default templated email saying it was closed.
and i know we could send the requests to the comment email, but we are
coming from another ticketing system where there was only 1 email and i
would rather not have to have everyone always remember to do that. writing
this seemed like it would be pretty easy. just need to work out the kinks.
From: ruslan.zaki...@gmail.com [ruslan.zaki...@gmail.com] on behalf of
Ruslan Zakirov [r...@bestpractical.com]
Sent: Tuesday, August 16, 2011 3:49 PM
To: Robert Vicchiullo
Cc: RT-Users@lists.bestpractical.com
Subject: Re: [rt-users] help with scrip (search correspond body)
Hi,
What exactly are you trying to do? Why do you need custom condition
when RT has On Correspond out of the box?
On Wed, Aug 17, 2011 at 2:44 AM, Robert Vicchiullo r...@hautelook.com
wrote:
Ok that’s worked and I have the following
my $Content = $self-TransactionObj-Content;
if( $Content =~ m/Status: resolved/){
return 0;
}
return 1;
problem is when the Content does match and it does return 0;
it sends out an email and says This transaction appears to have no
content
-Original Message-
From: ruslan.zaki...@gmail.com [mailto:ruslan.zaki...@gmail.com] On
Behalf Of Ruslan Zakirov
Sent: Sunday, August 14, 2011 1:59 PM
To: Robert Vicchiullo
Cc: RT-Users@lists.bestpractical.com
Subject: Re: [rt-users] help with scrip (search correspond body)
On Sat, Aug 13, 2011 at 12:57 AM, Robert Vicchiullo r...@hautelook.com
wrote:
Need a little help and would appreciate any advice.
I am trying to write a scrip for
“On Correspond Notify Requestors and Ccs”
I have Condition set to User defined and stage set to transactionbatch.
In Custom condition I have:
my $Content = $self-TransactionObj-Attachments-First-Content;
Try the following:
$self-TransactionObj-Content;
It will find text part in the message and return it content.
[snip]
--
Best regards, Ruslan.
RT Training Sessions (http://bestpractical.com/services/training.html)
* Chicago, IL, USA September 26 27, 2011
* San Francisco, CA, USA October 18 19, 2011
* Washington DC, USA October 31 November 1, 2011
* Melbourne VIC, Australia November 28 29, 2011
* Barcelona, Spain November 28 29, 2011
--
Best regards, Ruslan.
RT Training Sessions (http://bestpractical.com/services/training.html)
* Chicago, IL, USA September 26 27, 2011
* San
Re: [rt-users] Dump all except tickets+attachments?
A bunch of people wrote: [...] This has been an informative thread, thanks for the responses. -- Darren Spruell phatbuck...@gmail.com RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
