Re: [rt-users] Using RT::Template with MIMEObj to create a new ticket using ->Create()

[Landon Stewart]

On 14 September 2013 13:19, Ruslan Zakirov  wrote:

> I don't understand your problem here. You have an incident and want to
> create an investigation with a scrip using a template. Templates are used
> here so you don't have to change code every time you to change a word or
> add a new particular text for such investigations.
>
> Here what you do:
>
> 1) scrip is executed when something happens with an Incident, so
> $self->TicketObj is an Incident
> 2) You take Incident's props and use them to generate template name
> 3) You load template and Parse it, providing as much context as possible
> to the template
>
> Here is fun part - RT doesn't care what you pass into template. You can
> probably even skip all arguments and if your template is capable to work
> without arguments then it will work.
>
> 4) Template can have code embedded, so it can use provided context (in
> your case Incident) to fill in dynamic details.
> 5) Template should not change anything, but format some result
> 6) After parsing you get MIMEObj based on existing Incident, IRs, watchers
> of these tickets, CFs, transactions...
> 7) You complete this MIMEObj with additional data and these actions can be
> controlled from templates, for example whether IRs's replies should be
> attached to the Investigation or not can be controlled by 'RTIR-Attach-IRs:
> yes' header (this is exactly what RT does in notification scrips)
> 8) Once MIMEObj is complete you create your investigation ticket
>

Thank you very much for this breakdown of the process.  I've re-worked
things and I'm relying on the Scrip for the Investigations queue that
applies the template to apply it now.  I was trying to do it before hand
thinking that the Scrips would not fire when creating the ticket using a
Scrip/Action module.  Nevertheless it does and a lot of things were cleaned
up and made much easier than I thought they'd be.

Thanks again

-- 
Landon Stewart :: lstew...@iweb.com
Lead Specialist, Abuse and Security Management
Spécialiste principal, gestion des abus et sécurité
http://iweb.com :: +1 (888) 909-4932

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Re: [rt-users] template in new tickets creation

[Kevin Falcone]

On Mon, Sep 16, 2013 at 09:57:03AM +, Zawada Łukasz wrote:
>I've rt 3.8.8.
>My problem is that i can't create ticket with my own template.
> 
>On one queue  i set template (create_ticet_from_template). Template of 
> course have a body.
> 
>And script:
> 
>- condiion: on create
> 
>- action: create tickets
> 
>- templete: create_ticket_from_template
> 
>- stage: transactioncreate
> 
>But when click "new ticket" in that queue nothing in "describe the issue 
> below" is appear.

A Scrip runs after you create your ticket, it isn't a way to add a
template to the Message Box on Ticket Creation.

People often accomplish what you want with either a small Callback in
the MessageBox or linking that callback to Articles to auto-preload an
Article.

-kevin


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Re: [rt-users] errors in upgrade to rt-4.2

[Kevin Falcone]

On Mon, Sep 16, 2013 at 12:40:53PM +0100, Giles Coochey wrote:
>And as far as I am aware RT4.2 is still Beta, well - release candidate, 
> but still Beta.
>Therefore you shouldn't really be upgrading to it as moving from release 
> candidate to a higher
>version is not guaranteed possible.

To be clear - while we don't recommend running rc1 in production,
we're doing it (see http://issues.bestpractical.com) so there will be
some sort of upgrade step.

For most folks, we recommend a test upgrade on a VM to help sort out
any bugs early.

-kevin


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Re: [rt-users] errors in upgrade to rt-4.2

[Giles Coochey]

On 14/09/2013 19:09, Ruslan Zakirov wrote:




On Sat, Sep 14, 2013 at 5:28 PM, Xin, Qiao > wrote:


Thank both of you  very much for the reply.

According to the reply from Kevin: "I'm confused how you're
running 4.0.5 with RTIR 2.6.1, since that
version isn't compatible with RT 4 (RTIR 3.0.0 is the compatible
version)."

 After I upgrade RT to 4.0.x but before I upgrade RTIR, I will end
up with RT 4.0.x with RTIR 2.6.1. Will the system still be able to
run? How can tell the


RT part should be able to do basic things, RTIR has some hooks 
inserted into RT, but not so many to prevent everything from working. 
However, you should not use such setup in production.


RT upgrade works fine?


You can bring up RT web interface and play around with read only parts.

Anyway, upgrades across major versions should be performed with test 
runs, do test run, document every step, play with every aspect 
important to you, repeat all steps during cut over.


And as far as I am aware RT4.2 is still Beta, well - release candidate, 
but still Beta. Therefore you shouldn't really be upgrading to it as 
moving from release candidate to a higher version is not guaranteed 
possible.


--
Regards,

Giles Coochey, CCNP, CCNA, CCNAS
NetSecSpec Ltd
+44 (0) 8444 780677
+44 (0) 7983 877438
http://www.coochey.net
http://www.netsecspec.co.uk
gi...@coochey.net



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[rt-users] template in new tickets creation

[Zawada Łukasz]

Hello

I've rt 3.8.8.
My problem is that i can't create ticket with my own template.

On one queue  i set template (create_ticet_from_template). Template of course 
have a body.
And script:
- condiion: on create
- action: create tickets
- templete: create_ticket_from_template
- stage: transactioncreate

But when click "new ticket" in that queue nothing in "describe the issue below" 
is appear.

What i'm doing wrong ?


Lukas

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