Re: [rt-users] Custom Scrip that sometimes emails?
I'm not sure if you can get RT to send the mail for you (probably can, but I've not looked into it), but you should be able to send a mail yourself, using something like Mail::Sender (The documentation is in CPAN) Steve -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of John Hascall Sent: 16 January 2012 03:36 To: rt-users@lists.bestpractical.com Subject: [rt-users] Custom Scrip that sometimes emails? I have a custom scrip that does quite a lot of parsing of the content of an incoming email during ticket creation. Now I've been asked that under certain circumstances, determined by what it finds/doesn't find in the email, this scrip also send an email (to the requestor as well as possibly to an email address found in the message). I'm guessing this can't be that hard to do, but I've read the RT Essentials book and google'd everything I can think of to no avail. Does anyone know how to do this? (it's RT 3.8.1 if that matters) Thanks, John RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012 __ This email has been scanned by Westcoastcloud. http://www.westcoastcloud.com/ BiP Solutions Limited is a company registered in Scotland with Company Number SC086146 and VAT number 383030966 and having its registered office at Medius, 60 Pacific Quay, Glasgow, G51 1DZ. This e-mail (and any attachment) is intended only for the attention of the addressee(s). Its unauthorised use, disclosure, storage or copying is not permitted. If you are not the intended recipient, please destroy all copies and inform the sender by return e-mail. This e-mail (whether you are the sender or the recipient) may be monitored, recorded and retained by BiP Solutions Ltd. E-mail monitoring/ blocking software may be used, and e-mail content may be read at any time.You have a responsibility to ensure laws are not broken when composing or forwarding e-mails and their contents. RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] Custom Scrip that sometimes emails?
On Mon, Jan 16, 2012 at 07:35, John Hascall j...@iastate.edu wrote: I have a custom scrip that does quite a lot of parsing of the content of an incoming email during ticket creation. Now I've been asked that under certain circumstances, determined by what it finds/doesn't find in the email, this scrip also send an email (to the requestor as well as possibly to an email address found in the message). I'm guessing this can't be that hard to do, but I've read the RT Essentials book and google'd everything I can think of to no avail. Does anyone know how to do this? Use second scrip that emails with Notify* actions. Probably your parser also updates ticket with info it found, so you can create condition that finds required situation. There are a few alternatives, but above is the right abstraction of code and maintainable solution. (it's RT 3.8.1 if that matters) Thanks, John RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012 -- Best regards, Ruslan. RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] Custom Scrip that sometimes emails?
On Mon, Jan 16, 2012 at 07:35, John Hascall j...@iastate.edu wrote: I have a custom scrip that does quite a lot of parsing of the content of an incoming email during ticket creation. Now I've been asked that under certain circumstances, determined by what it finds/doesn't find in the email, this scrip also send an email (to the requestor as well as possibly to an email address found in the message). Use second scrip that emails with Notify* actions. Probably your parser also updates ticket with info it found, so you can create condition that finds required situation. How do I insure that the two scrips execute in the correct order? Thanks, John RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
[rt-users] It is possible?
I would like to ask for help, and I want to do something that I do not know if it's possible to do in RT. Specifically, I like the idea that when someone replies / comment a ticket shows the ticket information in my mail agent (exemple Thunderbird) withall transactions. My desire is when I answer this email, i want toONLY the answer in my RT systemand NOT all transactions again, because as currently I get ALL the information replicated when I reply a email. It is possible that when answering an email from a ticket ONLY be copied to the RT system the answer? THANKS! -- ... __ / / Daniel García Mejía C E / S / C A Portals i Repositoris /_/ Centre de Serveis Científics i Acadèmics de Catalunya Gran Capità, 2-4 (Edifici Nexus) - 08034 Barcelona T. (NULL) - F. 93 205 6979 - dgar...@cesca.cat ... RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
[rt-users] SuperUser unable to see new Queue
Hello all! It has been a while since I created my last queue so more than likely I am missing something simple. Just created a new Queue using my SuperUser account, when I look at the RT home page I do not see the queue listed under 'Quick Search' or in the top drop down next to 'New Ticket In'. I thought SuperUser was the top of the food chain and could see / do anything, what am I missing? Regards, Ron RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] SuperUser unable to see new Queue
On Mon, Jan 16, 2012 at 19:29, Ronald J. Yacketta yacke...@potsdam.edu wrote: Hello all! It has been a while since I created my last queue so more than likely I am missing something simple. Just created a new Queue using my SuperUser account, when I look at the RT home page I do not see the queue listed under 'Quick Search' or in the top drop down next to 'New Ticket In'. I thought SuperUser was the top of the food chain and could see / do anything, what am I missing? In old versions you had to logout to see updates because of caching. Regards, Ron RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012 -- Best regards, Ruslan. RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] Custom Scrip that sometimes emails?
On Mon, Jan 16, 2012 at 19:19, John Hascall j...@iastate.edu wrote: On Mon, Jan 16, 2012 at 07:35, John Hascall j...@iastate.edu wrote: I have a custom scrip that does quite a lot of parsing of the content of an incoming email during ticket creation. Now I've been asked that under certain circumstances, determined by what it finds/doesn't find in the email, this scrip also send an email (to the requestor as well as possibly to an email address found in the message). Use second scrip that emails with Notify* actions. Probably your parser also updates ticket with info it found, so you can create condition that finds required situation. How do I insure that the two scrips execute in the correct order? I think in 3.8.1 we already order scrips by description, may be it's by id. However, you don't need it. Changes from a scrip fire new scrips. In second scrip you check that particular field was set by transaction, check new and old values, check other required fields and decide whether fire or not notification action. Advantage of this is that notification is fired even when people through UI changed ticket in similar way as your parser. Thanks, John -- Best regards, Ruslan. RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
[rt-users] Split tickets
Hi, I search in google and rt mailing list and I don't find any answer for my question. In my RT system, I have tickets that contain a lot of answer/comments and sometimes it's very hard (cost too much time) to display the ticket. Is there any possibility to split tickets in 2 pages when it reaches a maximum number of messages / comment for display on a ticket? Thanks Best regards, Daniel -- ... __ / / Daniel García Mejía C E / S / C A Portals i Repositoris /_/ Centre de Serveis Científics i Acadèmics de Catalunya Gran Capità, 2-4 (Edifici Nexus) - 08034 Barcelona T. (NULL) - F. 93 205 6979 - dgar...@cesca.cat ... RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] Custom Scrip that sometimes emails?
On Mon, Jan 16, 2012 at 19:19, John Hascall j...@iastate.edu wrote: On Mon, Jan 16, 2012 at 07:35, John Hascall j...@iastate.edu wrote: I have a custom scrip that does quite a lot of parsing of the content of an incoming email during ticket creation. Now I've been asked that under certain circumstances, determined by what it finds/doesn't find in the email, this scrip also send an email (to the requestor as well as possibly to an email address found in the message). Use second scrip that emails with Notify* actions. Probably your parser also updates ticket with info it found, so you can create condition that finds required situation. How do I insure that the two scrips execute in the correct order? I think in 3.8.1 we already order scrips by description, may be it's by id. However, you don't need it. Changes from a scrip fire new scrips. In second scrip you check that particular field was set by transaction, check new and old values, check other required fields and decide whether fire or not notification action. Advantage of this is that notification is fired even when people through UI changed ticket in similar way as your parser. So, just to be sure I understand this correctly. The existing scrip, upon finding that the email is required, sets the value of a custom field (say, email = needed) This setting of a custom field will trigger RT to run through the list of scrips again. The condition of the new, (emailing), scrip is based on the custom field value (email==needed), so it is triggered on this run through. This scrip, after emailing, should, I would guess, then update the CF (say, email = sent). Correct? I am guessing that there is some way to not reinvent the wheel and use the abilities of an exist action, perhaps by being a subclass of it? Possible? Pointers on how? Many thanks, John RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] Split tickets
Hi, Don't send the same request twice. You didn't get answer - probably people don't know about solution you need, requested info is just available through simple search. There are no paging extension for ticket's history. There are a few solutions to help keep history smaller. Google. https://github.com/cloos/rt-extension-briefhistory http://search.cpan.org/~cloos/RT-Extension-HistoryFilter-0.02/ Searching in archives would help you find more variants. RT 4.0 has new feature to delay loading history. On Mon, Jan 16, 2012 at 20:48, Daniel Garcia Mejia dgar...@cesca.cat wrote: Hi, I search in google and rt mailing list and I don't find any answer for my question. In my RT system, I have tickets that contain a lot of answer/comments and sometimes it's very hard (cost too much time) to display the ticket. Is there any possibility to split tickets in 2 pages when it reaches a maximum number of messages / comment for display on a ticket? Thanks Best regards, Daniel -- ... __ / / Daniel García Mejía C E / S / C A Portals i Repositoris /_/ Centre de Serveis Científics i Acadèmics de Catalunya Gran Capità, 2-4 (Edifici Nexus) - 08034 Barcelona T. (NULL) - F. 93 205 6979 - dgar...@cesca.cat ... RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012 -- Best regards, Ruslan. RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] Custom Scrip that sometimes emails?
On Mon, Jan 16, 2012 at 21:14, John Hascall j...@iastate.edu wrote: On Mon, Jan 16, 2012 at 19:19, John Hascall j...@iastate.edu wrote: On Mon, Jan 16, 2012 at 07:35, John Hascall j...@iastate.edu wrote: I have a custom scrip that does quite a lot of parsing of the content of an incoming email during ticket creation. Now I've been asked that under certain circumstances, determined by what it finds/doesn't find in the email, this scrip also send an email (to the requestor as well as possibly to an email address found in the message). Use second scrip that emails with Notify* actions. Probably your parser also updates ticket with info it found, so you can create condition that finds required situation. How do I insure that the two scrips execute in the correct order? I think in 3.8.1 we already order scrips by description, may be it's by id. However, you don't need it. Changes from a scrip fire new scrips. In second scrip you check that particular field was set by transaction, check new and old values, check other required fields and decide whether fire or not notification action. Advantage of this is that notification is fired even when people through UI changed ticket in similar way as your parser. So, just to be sure I understand this correctly. The existing scrip, upon finding that the email is required, sets the value of a custom field (say, email = needed) This setting of a custom field will trigger RT to run through the list of scrips again. The condition of the new, (emailing), scrip is based on the custom field value (email==needed), so it is triggered on this run through. This scrip, after emailing, should, I would guess, then update the CF (say, email = sent). Correct? Close and will work, but I don't understand why you need special custom field for that. Probably I just lack information about what your parser does with ticket after parsing. I am guessing that there is some way to not reinvent the wheel and use the abilities of an exist action, perhaps by being a subclass of it? I don't see why you need to sub-class any of RT's actions in this case. Possible? Pointers on how? Use file based actions and just inherit from a module you want to sub-class. You have to register your module in DB (see wiki). Also, actions and conditions based on files can use argument for configuration. Many thanks, John -- Best regards, Ruslan. RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
[rt-users] Auto cc on create and ticket replies to another email address
All, I'm new and happily evaluating RT. I have one email ID other than requestor that I want all ticket creation emails and replies from tickets to go to. Say, I have a supp...@xyz.com which rt polls for issues. Then I want the ticket creation and subsequent reply emails to also go to support-bac...@xyz.com as CC. Is this possible? Thanks for all the help! Steve RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
