Re: [rt-users] Notify via SMS if ticket Subject =~ /urgent/i
On 07/26/2013 01:15 AM, EJ Marmonti wrote: Greetings I'm using RT 4.0.10 and am trying to create a scrip to accomplish this. If the subject contains the word urgent (not case senstive, thus the /urgent/i), I want it to send me an SMS. I've already written one; grab RT::Extension::SMSNotify from CPAN. -- Craig Ringer http://www.2ndQuadrant.com/ PostgreSQL Development, 24x7 Support, Training Services
Re: [rt-users] RT4 and HTML links / email
On 07/26/2013 08:10 PM, SSzretter wrote:
Now that I have RT4 working well, how do I enable some kind of link in
the outgoing emails, so users can click to visit the site and go
directly to the ticket? (also possibly need to enable HTML email?)
Modify the templates. I thought there was already such a link in the RT
autoreply template, but if not:
Tools - Configuration - Global - Templates (or create a per-queue
override template). Open up template Autoreply.
Add something like:
You can view and reply to the ticket at: {$RT-Config-Get('WebURL') .
SelfService/Display.html?id=. $Ticket-id}
You can modify the other templates similarly if you want to have the URL
appear in all replies. RT doesn't know how to recognise its own
generated text when quoted in replies and cut it out, so if you do this
you'll tend to get lots of copies of the SelfService URL in your ticket
logs.
--
Craig Ringer http://www.2ndQuadrant.com/
PostgreSQL Development, 24x7 Support, Training Services
Re: [rt-users] New action and ticket status
On 07/26/2013 06:03 PM, Asanka Gunasekera wrote: Hi, I am using RT 4 and I my magement wants me to add new status and a action to say Waitng on Customer to respond I am trying this using LifeCycles but I am getting no ware. We used to just use stalled for that, but I recently reconfigured our system to use RT4 lifecycles. We landed up using a separate custom field for waiting on customer/support, with a scrip that auto-sets it to waiting on: support when a customer replies. Doing it with a separate custom field allows you to track the next-replier independently of the ticket status, so if you have a real ticket workflow you don't have to try to jam waiting on customer/support into that. So: Yes, lifecycles should work fine for the purpose, and they do work just as the documentation describes. For the particular use case you're describing it might be better to set a custom field up for it instead. -- Craig Ringer http://www.2ndQuadrant.com/ PostgreSQL Development, 24x7 Support, Training Services
Re: [rt-users] RT on MAC
On 07/26/2013 01:56 AM, Kenneth Crocker wrote: Kevin, Thank you so much. I was looking at the install instructions Craig mentioned and it looked like I have to be on Mac OS server. I'm not sure if my 10.7 lion qualifies. In that same email I did say that those are likely out of date but might be useful if you get stuck, suggesting that you should prefer the official RT install documentation. Here's what I wrote: See the Mac OS X section of http://requesttracker.wikia.com/wiki/InstallationGuides for hints, but be aware that these guides are unofficial and may be outdated. The official documentation here: http://bestpractical.com/docs/rt/4.0/ is probably the best starting point. Make sure you have a suitable Perl version installed, download unpack the RT source code, run make fixdeps to make sure you have appropriate Perl modules, and generally follow the install guide. -- Craig Ringer http://www.2ndQuadrant.com/ PostgreSQL Development, 24x7 Support, Training Services
Re: [rt-users] Notify via SMS if ticket Subject =~ /urgent/i
On 07/29/2013 09:34 AM, Craig Ringer wrote: On 07/26/2013 01:15 AM, EJ Marmonti wrote: Greetings I'm using RT 4.0.10 and am trying to create a scrip to accomplish this. If the subject contains the word urgent (not case senstive, thus the /urgent/i), I want it to send me an SMS. I've already written one; grab RT::Extension::SMSNotify from CPAN. ... and combine it with a simple user-defined condition, something like return $self-Ticket-Subject =~ qr/urgent/i; -- Craig Ringer http://www.2ndQuadrant.com/ PostgreSQL Development, 24x7 Support, Training Services
[rt-users] RT mysql upgrade
Hi All, I were able to test migrate RT 3.8.2 + mysql 5.0.75 on Solaris 10 sparc T100 to RT 4.0.15 + mysql 5.0.77. All looks OK. What is the step to upgrade mysql to latest recommended by RT? -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu A: Because it messes up the order in which people normally read text. Q: Why is top-posting such a bad thing?
[rt-users] Sending notification / alert mails without creating comments
Hi all I've been trying to do something that I expected to be simple with RT: Send reminders to subscribers on a ticket *without* creating any comment or correspondence on the ticket. Send an email silently, in other words. It turns out that much of RT::Action::SendEmail expects to have a current transaction and crashes ungracefully if there isn't one - it doesn't test to see if it gets a value for TransactionObj, but it fails at several points if the transaction is undef. It doesn't really seem to provide a way to tell it what group(s) you want notified except by examining the transaction either. I can write a completely separate action to do the job but I'll have to duplicate much of the code in RT::Action::SendEmail to do so, and that seems like a maintenance nightmare. The module isn't easily extended by a subclass in this way because many of the interesting bits are in the Prepare method anyway. How do others handle sending reminders and alerts, like SLA reminders? Do you just live with the annoying comment spam in tickets? Send mail directly, bypassing most of RT's mail handling code? I'm trying to find a way to reduce the amount of code duplication I need to do to send mail that's consistent with how RT expects other outbound mail to look - appropriate headers, etc. RT::Action::SendEmail::SendMessage(...) has the comment TODO: Break this out to a separate module in master and has had for a very long time. Willing to consider a patch that does so and tries to split RT::Action::SendEmail up into smaller, more easily wrapped/overridden methods too? -- Craig Ringer http://www.2ndQuadrant.com/ PostgreSQL Development, 24x7 Support, Training Services
Re: [rt-users] New action and ticket status
Can any one have any idea below is the block that I am using waiting new
status that I want to show
new_life = {
initial = [ 'new' ],
active = [ 'open', 'waiting', 'stalled', ],
inactive = [ 'resolved', 'rejected', 'deleted' ],
defaults = {
on_create = 'new',
on_merge = 'resolved',
approved = 'open',
denied = 'rejected',
},
transitions = {
'' = [qw(new open resolved)],
# from = [ to list ],
new = [qw(open stalled resolved rejected deleted)],
open = [qw(new stalled resolved rejected deleted)],
waiting = [qw(new stalled resolved rejected deleted)],
stalled = [qw(new open rejected resolved deleted)],
resolved = [qw(new open stalled rejected deleted)],
rejected = [qw(new open stalled resolved deleted)],
deleted = [qw(new open stalled rejected resolved)],
},
rights = {
'* - deleted' = 'DeleteTicket',
'* - rejected' = 'ModifyTicket',
'* - *' = 'ModifyTicket',
},
actions = [
'new - open' = { label = '1Open It', update = 'Respond' },
'new - wiating' = { label = '1Waiting', update = 'Respond' },
'new - resolved' = { label = '1Resolve', update = 'Comment' },
'new - rejected' = { label = '1Reject', update = 'Respond' },
'new - deleted' = { label = '1Delete' },
'open - waiting' = { label = '2Waiting', update =
'Respond' },
'open - stalled' = { label = '2Stall', update = 'Comment' },
'open - resolved' = { label = '2Resolve', update = 'Comment' },
actions = [
'new - open' = { label = '1Open It', update = 'Respond' },
'new - wiating' = { label = '1Waiting', update = 'Respond' },
'new - resolved' = { label = '1Resolve', update = 'Comment' },
'new - rejected' = { label = '1Reject', update = 'Respond' },
'new - deleted' = { label = '1Delete' },
'open - waiting' = { label = '2Waiting', update =
'Respond' },
'open - stalled' = { label = '2Stall', update = 'Comment' },
'open - resolved' = { label = '2Resolve', update = 'Comment' },
'open - rejected' = { label = '2Reject', update = 'Respond' },
'waiting - stalled' = { label = 'WStall', update =
'Comment' },
'waiting - resolved' = { label = 'WResolve', update =
'Comment' },
'waiting - rejected' = { label = 'WReject', update =
'Respond' },
'stalled - open' = { label = '3Open It' },
'resolved - open' = { label = '3Re-open', update = 'Comment' },
'rejected - open' = { label = '3Re-open', update = 'Comment' },
'deleted - open' = { label = '3Undelete' },
],
},
);
Thanks and Regards
From: Asanka Gunasekera asanka_gunasek...@yahoo.co.uk
To: rt-users@lists.bestpractical.com rt-users@lists.bestpractical.com
Sent: Friday, 26 July 2013, 17:04
Subject: Re: New action and ticket status
Hi just some more information I am using RT 4.0.15 Documentation
Customizing/Lifecycles as a guid but I am using RT 4.0.1
Regards
From: Asanka Gunasekera asanka_gunasek...@yahoo.co.uk
To: rt-users@lists.bestpractical.com rt-users@lists.bestpractical.com
Sent: Friday, 26 July 2013, 15:33
Subject: New action and ticket status
Hi, I am using RT 4 and I my magement wants me to add new status and a action
to say Waitng on Customer to respond I am trying this using LifeCycles but I
am getting no ware.
Am I doing the right thing (to use LifeCycles)?
I am not sure if the above information is enough?
Thanks and Regards
Re: [rt-users] New action and ticket status
On 07/29/2013 12:17 PM, Asanka Gunasekera wrote:
transitions = {
'' = [qw(new open resolved)],
# from = [ to list ],
new = [qw(open stalled resolved rejected deleted)],
open = [qw(new stalled resolved rejected deleted)],
waiting = [qw(new stalled resolved rejected deleted)],
stalled = [qw(new open rejected resolved deleted)],
resolved = [qw(new open stalled rejected deleted)],
rejected = [qw(new open stalled resolved deleted)],
deleted = [qw(new open stalled rejected resolved)],
},
There are no statuses in which a transition to 'waiting' is possible.
Add 'waiting' to the transition list for suitable source statuses like
'open'.
--
Craig Ringer http://www.2ndQuadrant.com/
PostgreSQL Development, 24x7 Support, Training Services
Re: [rt-users] RT4 installation on Centos 6.4
On 07/12/2013 11:11 PM, Pedro Albuquerque wrote: Hi, Which redhat packages are needed to run sucessfully make fixdeps? AFAIK all you need is make, Perl and CPAN. What's unsuccesful about it? What error message are you getting, and after what command? -- Craig Ringer http://www.2ndQuadrant.com/ PostgreSQL Development, 24x7 Support, Training Services
[rt-users] How do you configuration-manage your RT install?
Hi all I'm becoming more and more uncomfortable with the way the RT install I'm running is a mixture of config files and configuration in the database. I can't easily version what's in the database in a way that permits sane and simple change tracking and rollback without affecting the ticket data too. Sure, I can attach database level auditing to scrips, etc, but it's a rather crude way to manage things - especially as RT doesn't draw a strong distinction between configuration and operational data. I'm wondering how other RT users handle things like reproducing an RT install from scratch on an empty DB for testing extensions, reproducing bugs on a different version, etc. Do you just do it on an ad-hoc basis as-required? Write custom scripts in the form used by /opt/rt4/etc/upgrade/x/content to feed into RT's upgrade tool? Write your own scrips that use the RT APIs to set things up? Load a dump of your live DB and update it each time? I'm leaning toward taking the upgrade script approach. That way I can test each version of our tracker on a staging copy of the production instance then reproducibly apply the changes to the production machine(s). Anybody else done this? If so, any comments on your experience doing so? -- Craig Ringer http://www.2ndQuadrant.com/ PostgreSQL Development, 24x7 Support, Training Services
