Re: [rt-users] status change when reply on resolved ticket
Hi Can I do below Define a script which will change custom field state on reply to a ticket as below 1. Custom filed “reply stat” a. Waiting on Customer (requester) b. Work in progress (internal communication) If the customer (requester) replies the status should changed to “Work in progress” if the any other reply start should change to “Waiting on Customer”. If this is possible how to do this? Thanks and regards From: Tim Cutts t...@sanger.ac.uk To: Duncan McEwan dun...@ecs.vuw.ac.nz Cc: Asanka Gunasekera asanka_gunasek...@yahoo.co.uk; rt-users@lists.bestpractical.com Sent: Tuesday, 28 August 2012, 12:34 Subject: Re: [rt-users] status change when reply on resolved ticket On 27 Aug 2012, at 23:04, Duncan McEwan dun...@ecs.vuw.ac.nz wrote: You can't have it both ways. Either you disable the auto open scrip in which case you potentially miss a customer responding to a resolved ticket to say the problem is not fixed. Or you leave the scrip enabled in which case you may have to manually re-resolve tickets that are reopened due to Thank-you emails. We do that latter and find it not that big a deal for our ticket volumes. Your situation may well be different. I suppose you could try writing your own auto open scrip that searched through the body of a reply to try to figure out whether it looked like it was just saying thank you. Maybe someone has already put something like this on the wiki. If not, good luck getting something that works reliably...! The other suggestion that has been made on the list from time to time is to have an On resolve scrip with a template that includes text along the lines of There is no need to reply to this message to thank us if this issue is now resolved as that will just reopen this closed ticket. But you'll still get some users doing it anyway... That's what we do too. The problem is that it tends to mess with ticket resolution times, and that upsets the various managers who rely on dubious statistics like mean time to resolution for KPIs. It's not such a problem for the thank you emails, more for the breed of user who each time they have a problem think who helped me last time?, look through their email, and reply to any old email that appears to have come from that person. They often re-open tickets which are months or years old. I'm considering writing a scrip which checks how long ago the ticket was resolved, and if it's longer than a certain threshold, leaves it closed and automatically creates a child ticket with the new transaction in it. I think there are bits and pieces to do this in the wiki already, (ForkIntoNewTicket or something) but I haven't pieced all of it together yet. Tim -- The Wellcome Trust Sanger Institute is operated by Genome Research Limited, a charity registered in England with number 1021457 and a company registered in England with number 2742969, whose registered office is 215 Euston Road, London, NW1 2BE.
[rt-users] Error in rt.log from from new upgrade to RT 4.0.7
Hello, We just upgraded to RT 4.0.7 and I see this error below when it started up. RT seems to operate fine. I'm wondering it anyone else has hit this and if this is a real problem or not. This message is repeating, not continuously. Thanks, Mike [Wed Aug 29 14:02:14 2012] [error]: Couldn't load RT::Interface::Email::Filter::TakeAction: Can't locate RT/Interface/Email/Filter/TakeAction.pm in @INC (@INC contains: /opt/rt4/sbin/../local/lib /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib /opt/rt4/sbin/../lib /usr/local/perl-5.12.4/lib/site_perl/5.12.4/x86_64-linux-thread-multi /usr/local/perl-5.12.4/lib/site_perl/5.12.4 /usr/local/perl-5.12.4/lib/5.12.4/x86_64-linux-thread-multi /usr/local/perl-5.12.4/lib/5.12.4 .) at /opt/rt4/sbin/../lib/RT/Interface/Email.pm line 1317. Stack: [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1317] [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1317] [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1380] [/opt/rt4/share/html/REST/1.0/NoAuth/mail-gateway:61] (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1317) [Wed Aug 29 14:03:24 2012] [error]: Couldn't load RT::Interface::Email::Filter::TakeAction: Can't locate RT/Interface/Email/Filter/TakeAction.pm in @INC (@INC contains: /opt/rt4/sbin/../local/lib /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib /opt/rt4/sbin/../lib /usr/local/perl-5.12.4/lib/site_perl/5.12.4/x86_64-linux-thread-multi /usr/local/perl-5.12.4/lib/site_perl/5.12.4 /usr/local/perl-5.12.4/lib/5.12.4/x86_64-linux-thread-multi /usr/local/perl-5.12.4/lib/5.12.4 .) at /opt/rt4/sbin/../lib/RT/Interface/Email.pm line 1317. Stack: [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1317] [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1317] [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1380] [/opt/rt4/share/html/REST/1.0/NoAuth/mail-gateway:61] (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1317)
Re: [rt-users] Error in rt.log from from new upgrade to RT 4.0.7
Ok scratch this question, we found this line in RT_SiteConfig.pm: Set(@MailPlugins, qw(Auth::MailFrom Filter::TakeAction)); Which is related to the commandbymail module we used in RT 3.8.8, that we don't use anymore. After commenting that line out and restarting httpd, the error has gone away. All set. Thanks, Mike From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Ethier, Michael Sent: Wednesday, August 29, 2012 10:24 AM To: rt-users@lists.bestpractical.com Subject: [rt-users] Error in rt.log from from new upgrade to RT 4.0.7 Hello, We just upgraded to RT 4.0.7 and I see this error below when it started up. RT seems to operate fine. I'm wondering it anyone else has hit this and if this is a real problem or not. This message is repeating, not continuously. Thanks, Mike [Wed Aug 29 14:02:14 2012] [error]: Couldn't load RT::Interface::Email::Filter::TakeAction: Can't locate RT/Interface/Email/Filter/TakeAction.pm in @INC (@INC contains: /opt/rt4/sbin/../local/lib /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib /opt/rt4/sbin/../lib /usr/local/perl-5.12.4/lib/site_perl/5.12.4/x86_64-linux-thread-multi /usr/local/perl-5.12.4/lib/site_perl/5.12.4 /usr/local/perl-5.12.4/lib/5.12.4/x86_64-linux-thread-multi /usr/local/perl-5.12.4/lib/5.12.4 .) at /opt/rt4/sbin/../lib/RT/Interface/Email.pm line 1317. Stack: [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1317] [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1317] [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1380] [/opt/rt4/share/html/REST/1.0/NoAuth/mail-gateway:61] (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1317) [Wed Aug 29 14:03:24 2012] [error]: Couldn't load RT::Interface::Email::Filter::TakeAction: Can't locate RT/Interface/Email/Filter/TakeAction.pm in @INC (@INC contains: /opt/rt4/sbin/../local/lib /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib /opt/rt4/sbin/../lib /usr/local/perl-5.12.4/lib/site_perl/5.12.4/x86_64-linux-thread-multi /usr/local/perl-5.12.4/lib/site_perl/5.12.4 /usr/local/perl-5.12.4/lib/5.12.4/x86_64-linux-thread-multi /usr/local/perl-5.12.4/lib/5.12.4 .) at /opt/rt4/sbin/../lib/RT/Interface/Email.pm line 1317. Stack: [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1317] [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1317] [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1380] [/opt/rt4/share/html/REST/1.0/NoAuth/mail-gateway:61] (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1317)
Re: [rt-users] Make current queue more obvious (ideally as part of % $title %)
On Tue, Aug 28, 2012 at 03:26:57PM -0400, Jeff Blaine wrote: We have a need to make the current working queue more obvious in the web UI. I've had a look, and my first choice desire would be to get html/Elements/PageLayout to include the queue name in $title: ... div id=header h1% $title %/h1 ... Looking at html/Elements/PageLayout's %ARGS, I see that $title = $m-callers(-1)-path How $m-callers(-1)-path gets converted into, say, #5103: my test ticket, is beyond me :( Has anyone already done something like this, and would you be willing to share your solution? Barring that, any leads on the right path to head down would be welcome. I really don't fully comprehend all of the specifics of all of the pieces of RT internals, such as what is available in what scope, how $m works (which I assume is something to do with Mason), etc... You'll have better luck starting in the code of Ticket/Display.html, it defines the title right before it calls the BeforeDisplay callback and you can absolutely munge the title from the BeforeDisplay callback in Ticket/Display.html. -kevin pgpyfbRtcB1AG.pgp Description: PGP signature
Re: [rt-users] Installing RT via Puppet
Good Evening Robert, Thanks for the repo! - I think I'll have to make get a copy of that, and get this party started! -- Mr Guru Google+ -- misteritg...@gmail.com On 28 Aug 2012, at 13:53, Robert Blackwell rob...@robertblackwell.com wrote: I just made a new organization called rtcommunity and put up the first repo for puppet. https://github.com/rtcommunity/puppet My hope is more things will land there then just the puppet manifest. Robert On Tue, Aug 28, 2012 at 8:49 AM, Mr IT Guru misteritg...@gmx.com wrote: WOOHOO! I was planning on starting a github repo - Is there any other way to work as a community! :) It would be nice if we could have some more contributors. Your very welcome to help out Robert, your contributions would be nice! Thanks, On 28 Aug 2012, at 13:47, Robert Blackwell rob...@robertblackwell.com wrote: We use puppet to configure RT in a CentOS world. I will see what we can contribute to this create idea. Do you want to start a github repo for it? I really look forward to having this done in the community. Puppet managed RT++ Thanks Robert On Aug 27, 2012, at 8:27 PM, Mr IT Guru misteritg...@gmx.com wrote: Good Morning All, I don't want to reinvent the wheel, so I though tI'd ask here first. Has anyone here installed RT via Puppet? For those that don't know, Puppet, is a pretty awesome state management tool. Google is your friend, you can do the rest. For those that do, would you mind sharing your code? Or if there isn't any code, would you guys like to join me writing some? That way I can spend 5 minutes installing new boxes instead of looking up my notes, etc. Anyone interested? Thanks, -- Mr Guru
