[rt-users] REST API, AUTOMATION and Recipes.
/*Greetings Community:*/ Past 3:00 AM EST here in Toronto and this learning exercise is just too darn addictive! I've already been digging deep inside the API documentations of RT, to be more specific the REST API. The contributors and developers of RT are simply pure ingenious. The REST API is allowing any Joe like me to come up with a beautifully designed web interface and communicate with RT to do almost anything (if not all). I've already started writing code to integrate with bash scripts, php, simple CURL, etc., as the initial input by web-form, or telephone touch pad. I'm only beginning to imagine the potential of a phone system integration of a call centre into RT. Most of us here are systems admins, system analysts and coders. Just curious... how many of you folks here in this community have actually written your own apps to integrate with RT via the REST API? Thanks! Reza. [Superbly pumped to learn more. Cheers!] - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Boston - October 24-26 * Los Angeles - Q1 2017
Re: [rt-users] "Hidden" tickets suddenly appear
Hi Jeff, If you examine the ticket history of the problem ticket it should tell you what happened for it to be set back to the "new" status. Is it being reopened by a reply to a email from the pervious ticket corespondance perhaps?? Best Regards Martin On 2016-10-25 16:00, Jeff Blaine wrote: RT 4.2.13 backed by PostgreSQL, though I feel like we've been experiencing the following for many versions. I've been suspect for quite some time, but thought maybe I was losing my mind instead. I've confirmed finally that I am not losing my mind re: RT in this specific case. We are definitely seeing the following situation. I'm curious if anyone has thoughts as to where to start debugging the root cause. I use a simple saved search as my view into RT at work. Others using this queue also use a similar one. The query is: Queue = 'atcc-help' AND ( Status = 'new' OR Status = 'open' OR Status = 'stalled' ) AND ( Owner = 'Nobody' OR Owner = 'jbla...@our.org' ) The display settings for the search have "Rows: Unlimited" It results in a daily list of 70-120 tickets. We are seeing tickets appear in this list, where they have never appeared in the list before, after some period of being in the queue. In most cases, the mystery ticket has a "Created" date of more than a few weeks ago. The most recent case was 5 months. That is, a ticket with "Created" of around 5 months ago, and in "new" status, showed up in the results of the search above where it never had shown up before. As you can imagine, this is terrible for customer service. Luckily it seems pretty rare. I would estimate that we see this happen ~5 times per year, and then have to start the very awkward conversation about how the ticket "slipped through our cracks". Thoughts very welcome. Jeff - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Boston - October 24-26 * Los Angeles - Q1 2017 - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Boston - October 24-26 * Los Angeles - Q1 2017
Re: [rt-users] REST API, AUTOMATION and Recipes.
Hi Reza. Nothing all that complicated but I did write an interface using Angular that compiles some statistical information on RT tickets and children. It creates a nice report on the progress toward milestones. Things like estimated time, time worked, time remaining, percent complete, and a color-coded status. It gives totals for each “epic” and a total for all work in progress, work completed, and work that has not yet begun. I’m sure I could do a lot more but coding all this really isn’t “my job” and so time is limited. Good luck. Keith Keith Creasy, Programmer and Technical Lead American Printing House f/t Blind Phone: 502.895.2405 Skype: keith537 From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Reza Sent: Wednesday, October 26, 2016 3:17 AM To: rt-users Subject: [rt-users] REST API, AUTOMATION and Recipes. Greetings Community: Past 3:00 AM EST here in Toronto and this learning exercise is just too darn addictive! I've already been digging deep inside the API documentations of RT, to be more specific the REST API. The contributors and developers of RT are simply pure ingenious. The REST API is allowing any Joe like me to come up with a beautifully designed web interface and communicate with RT to do almost anything (if not all). I've already started writing code to integrate with bash scripts, php, simple CURL, etc., as the initial input by web-form, or telephone touch pad. I'm only beginning to imagine the potential of a phone system integration of a call centre into RT. Most of us here are systems admins, system analysts and coders. Just curious... how many of you folks here in this community have actually written your own apps to integrate with RT via the REST API? Thanks! Reza. [Superbly pumped to learn more. Cheers!] - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Boston - October 24-26 * Los Angeles - Q1 2017
Re: [rt-users] How to AllowSorting in AssetList in SelfService
--- Begin Message --- Hello, please any ideas - solutions on this? When changing the "AllowSorting" value to "1", still sorting does not respond. Are further changes needed? Dimitris On Tuesday, October 25, 2016 4:08 PM, Dimitris Maniadakis via rt-users wrote: Hello everybody, I need your help on the following, please. I would like to allow sorting of the Asset List in the SelfService. I create a copy (Customization with local dir) of the relevant file /opt/rt4/share/html/User/Elements/AssetList in the local dir: /opt/rt4/local/html/User/Elements/AssetList There, I change the "AllowSorting" value to "1". Then, the user can actually click on the column header to sort each column. However, the generated url appears not to be working! For example, the generated url when trying to sort based on the "Name" is: https:///SelfService/Asset/index.html?Format=%0A%20%20%20%20%27%3Cb%3E%3Ca%20href%3D%22__WebHomePath__%2FAsset%2FDisplay.html%3Fid%3D__id__%22%3E__id__%3C%2Fa%3E%3C%2Fb%3E%2FTITLE%3A%23%27%2C%0A%20%20%20%20%27%3Cb%3E%3Ca%20href%3D%22__WebHomePath__%2FAsset%2FDisplay.html%3Fid%3D__id__%22%3E__Name__%3C%2Fa%3E%3C%2Fb%3E%2FTITLE%3AName%27%2C%0A%20%20%20%20Description%2C%0A&Order=ASC&OrderBy=Name&Page=1 As you may see the url contains the $Format! I cannot find a way to get rid of it. Any ideas? Thanks in advance! Dimitris --- End Message --- - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Boston - October 24-26 * Los Angeles - Q1 2017
Re: [rt-users] REST API, AUTOMATION and Recipes.
Hi Reza, I have written a little open source Windows application that sits in the system tray and notifies you when a new ticket arrives or when someone reopens one of your closed tickets. It is communicating with RT through the REST APIs. You can find it here, if you're curious: https://app.assembla.com/spaces/rtcheckerv2/wiki It still has a couple bugs, but we're all using it here in production. Cris Il mercoledì 26 ottobre 2016 alle 03:17:05 CEST, Reza ha scritto: Greetings Community: Past 3:00 AM EST here in Toronto and this learning exercise is just too darn addictive! I've already been digging deep inside the API documentations of RT, to be more specific the REST API. The contributors and developers of RT are simply pure ingenious. The REST API is allowing any Joe like me to come up with a beautifully designed web interface and communicate with RT to do almost anything (if not all). I've already started writing code to integrate with bash scripts, php, simple CURL, etc., as the initial input by web-form, or telephone touch pad. I'm only beginning to imagine the potential of a phone system integration of a call centre into RT. Most of us here are systems admins, system analysts and coders. Just curious... how many of you folks here in this community have actually written your own apps to integrate with RT via the REST API? Thanks! Reza. [Superbly pumped to learn more. Cheers!] - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Boston - October 24-26 * Los Angeles - Q1 2017
[rt-users] applying script to single queue
Hello list, After everything I've learned about RT, I feel like I should know this without even having to think about it, but I don't. How do I apply a script to a single queue, so I can take a seldom-used queue and test out new templates? I've gone to the queue, then scripts, but when I click a script to modify it, I am told it applies globally. When I click the link to change that, I just get a table of globally applied scripts, a table of unused scripts, and that's all. How do I make a script--or a clone of a script, if I have to do it that way--apply to just one queue? Thanks in advance. -- Alex Hall Automatic Distributors, IT department ah...@autodist.com - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Boston - October 24-26 * Los Angeles - Q1 2017
Re: [rt-users] Greetings from a New RT user in Toronto.
On 25/10/16 12:18 PM, Reza wrote: Greetings Jeff: Thank you for your reply. The use case for random IDs is quite simple. Ascending / serial number of IDs compromises confidentiality. End users would be able to guess how busy I could be with the amount of tickets answered. Its something I don't want to disclose. Almost ALL ticketing systems I have seen, have a random arbitrary numeric or alpha-numeric ID. Any other suggestions on how to approach not displaying an obvious number to end users? Thanks! Reza. The increasing ticket number is baked into the Ticket table definition: `id` int(11) NOT NULL AUTO_INCREMENT, There's probably bits of code that assume this works this way. Jeff - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Boston - October 24-26 * Los Angeles - Q1 2017
[rt-users] error when using custom template
Hello list,
I'm starting to test a custom template. When RT tries to use it, I see an
error appear in the system log:
Use of uninitialized value in substitution (s///) at
/opt/rt4/sbin/../lib/RT/Transaction.pm line 362
That line seems to be detecting any form of new line it can, so how could
my template possibly cause such an odd problem? This is my first stab at
custom templates; my boss doesn't want quoted text, so he wants reply links
in the body of notification emails that people will use in place of
standard email replies. I've pasted the text of my template below:
Subject: {$Transaction->CreatorObj->Name} Updated Ticket {Ticket->id}
Ticket {$Ticket->id} was updated (
mailto:{$Ticket->QueueObj->CorrespondAddress}">click here to
reply):
{$Transaction->Description}
Please do not reply to this message. Instead,
mailto:{$Ticket->QueueObj->CorrespondAddress}">click here to
reply,
or
open this
ticket on the ticket site.
--
Alex Hall
Automatic Distributors, IT department
ah...@autodist.com
-
RT 4.4 and RTIR training sessions, and a new workshop day!
https://bestpractical.com/training
* Boston - October 24-26
* Los Angeles - Q1 2017
[rt-users] Articles in 4.4.1, Issues with search and text showing up in comments.
Having an issue while setting up articles in RT 4.4.1. I have made the following RT_SiteConfig changes: #Set Articles Set($ArticleOnTicketCreate, 1); Set($HideArticleSearchOnReplyCreate, 0); On Create, I do not see Articles for an option. ON Reply, Comment, the search comes up, but does not work. I am able to put in the article number, but that only adds a link, not any text to the comment. What am I doing wrong? I have 4 classes, with 4 tickets under each. I get a search box, and no matter what I type I get no options. Under Articles, I am able to search for articles, but only for the class. I am also unable to load or save searches. I have also tried logged in as root, same thing. Search Box Example: [cid:image001.png@01D22F8E.655BC420] Article added as a link, no text added [cid:image002.png@01D22F8E.B8E543A0] - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Boston - October 24-26 * Los Angeles - Q1 2017
Re: [rt-users] REST API, AUTOMATION and Recipes.
Keith, Cris, thank you for sharing. Cris, I'm going to look into that wiki of yours. To share with both of you, I just finished writing a combination of bash scripts, combined with an Open Source VOIP switch (Asterisk) and am able to create tickets ON THE FLY, real time, with caller id name and number, inserted into the ticket, with a unique identifier for call recordings for an active on-going call. This is more of a hobby / learning exercise. Its very much at its primitive stages but very functional. Since its barely 3-4 days since I started with RT, I'm documenting all the steps and questions that I'm coming up with. Perhaps that doc will help with future learning of enthusiasts. Hopefully more people will share what they are doing with the REST API, as it gives us all more perspective of what can be done and what people doing in real life. Thanks! Reza. Reza wrote on 10/26/2016 3:17 AM: /*Greetings Community:*/ Past 3:00 AM EST here in Toronto and this learning exercise is just too darn addictive! I've already been digging deep inside the API documentations of RT, to be more specific the REST API. The contributors and developers of RT are simply pure ingenious. The REST API is allowing any Joe like me to come up with a beautifully designed web interface and communicate with RT to do almost anything (if not all). I've already started writing code to integrate with bash scripts, php, simple CURL, etc., as the initial input by web-form, or telephone touch pad. I'm only beginning to imagine the potential of a phone system integration of a call centre into RT. Most of us here are systems admins, system analysts and coders. Just curious... how many of you folks here in this community have actually written your own apps to integrate with RT via the REST API? Thanks! Reza. [Superbly pumped to learn more. Cheers!] - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Boston - October 24-26 * Los Angeles - Q1 2017
[rt-users] Secondary Approvals
Hello List! I am setting up a new queue for our Hiring Team. They need approvals setup. First is HR approval with range for the position. Then the requesting manager needs a director’s approval to move forward. We have many directors and the directors need the range information before they will approve. I setup HR as Approvers in RT Approval using __Approvals using Template and scrip from this link https://docs.bestpractical.com/rt/4.4.0/customizing/approvals.html This works for the initial approval by HR Now is there a way to make secondary approval from the director as well I do not want every director being notified of a pending approval only the relevant director. Any help would be greatly appreciated. Brian - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Boston - October 24-26 * Los Angeles - Q1 2017
Re: [rt-users] Secondary Approvals
Hi Brian, On Wed, Oct 26, 2016 at 2:45 PM, Dunbar, Brian wrote: > Any help would be greatly appreciated. I don't know about secondary approvals. If the approvals approach doesn't solve your problem, you could solve it with a lifecycle. -m - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Boston - October 24-26 * Los Angeles - Q1 2017
Re: [rt-users] error when using custom template
Add this directly above or below the Subject line in the template but before
the blank line.
Content-Type: text/html
On Oct 26, 2016, at 12:15 PM, Alex Hall
mailto:ah...@autodist.com>> wrote:
Hello list,
I'm starting to test a custom template. When RT tries to use it, I see an error
appear in the system log:
Use of uninitialized value in substitution (s///) at
/opt/rt4/sbin/../lib/RT/Transaction.pm line 362
That line seems to be detecting any form of new line it can, so how could my
template possibly cause such an odd problem? This is my first stab at custom
templates; my boss doesn't want quoted text, so he wants reply links in the
body of notification emails that people will use in place of standard email
replies. I've pasted the text of my template below:
Subject: {$Transaction->CreatorObj->Name} Updated Ticket {Ticket->id}
Ticket {$Ticket->id} was updated (
mailto:{$Ticket->QueueObj->CorrespondAddress}">click here to
reply):
{$Transaction->Description}
Please do not reply to this message. Instead,
mailto:{$Ticket->QueueObj->CorrespondAddress}">click here to reply,
or
open this
ticket on the ticket site.
--
Alex Hall
Automatic Distributors, IT department
ah...@autodist.com
-
RT 4.4 and RTIR training sessions, and a new workshop day!
https://bestpractical.com/training
* Boston - October 24-26
* Los Angeles - Q1 2017
--
Landon Stewart
Lead Analyst - Abuse and Security Management
INTERNAP ®
📧 lstew...@internap.com
🌍 www.internap.com
-
RT 4.4 and RTIR training sessions, and a new workshop day!
https://bestpractical.com/training
* Boston - October 24-26
* Los Angeles - Q1 2017
[rt-users] Template snippet causes template to silently fail
Hi all,
The way our company uses RT, there's no need to distinguish between
comments and replies, and users may use either one without realizing the
difference. In my new email template, I want to show whichever was set. My
template works fine without the two if statements I'm trying to use, but as
soon as I put them in, it fails. The odd thing is that, though the email
using the template is never sent, I don't get any errors at all. When I was
missing a dollar sign earlier, I got an error--an error not really related
to the dollar sign, but an error. Now, though, I get nothing whatsoever.
Here's the snippet:
{ if (my $transactionCorrespond = $Transaction->correspond) {
$transactionCorrespond
} elsif (my $transactionComment = $Transaction->comment) {
$transactionComment }
}
I don't know what's so wrong with that bit of code, but there must be
something. I don't really speak Perl, and the only page I've found thus far
that enumerates the Transaction object properties isn't overly helpful, so
I'm guessing at the properties I need. Can anyone see what I've done wrong
here? Thanks.
--
Alex Hall
Automatic Distributors, IT department
ah...@autodist.com
-
RT 4.4 and RTIR training sessions, and a new workshop day!
https://bestpractical.com/training
* Boston - October 24-26
* Los Angeles - Q1 2017
Re: [rt-users] Template snippet causes template to silently fail
Hey Alex,
On Wed, Oct 26, 2016 at 4:29 PM, Alex Hall wrote:
> Hi all,
> The way our company uses RT, there's no need to distinguish between comments
> and replies, and users may use either one without realizing the difference.
> In my new email template, I want to show whichever was set. My template
> works fine without the two if statements I'm trying to use, but as soon as I
> put them in, it fails. The odd thing is that, though the email using the
> template is never sent, I don't get any errors at all. When I was missing a
> dollar sign earlier, I got an error--an error not really related to the
> dollar sign, but an error. Now, though, I get nothing whatsoever. Here's the
> snippet:
You can see some documentation regarding txns at:
https://docs.bestpractical.com/rt/4.4.1/RT/Transaction.html
> { if (my $transactionCorrespond = $Transaction->correspond) {
> $transactionCorrespond
> } elsif (my $transactionComment = $Transaction->comment) {
> $transactionComment }
> }
# Here is some untested code...
my $type = $Transaction->Type;
# $type now holds "Correspond" or "Comment"
if ($type eq 'Correspond') {
# do something for correspond
}
elsif ($type eq 'Comment') {
# do something for comment
}
else {
# Perhaps this txn is a Create...
}
-m
-
RT 4.4 and RTIR training sessions, and a new workshop day!
https://bestpractical.com/training
* Boston - October 24-26
* Los Angeles - Q1 2017
Re: [rt-users] Template snippet causes template to silently fail
On Oct 26, 2016, at 2:29 PM, Alex Hall
mailto:ah...@autodist.com>> wrote:
Hi all,
The way our company uses RT, there's no need to distinguish between comments
and replies, and users may use either one without realizing the difference. In
my new email template, I want to show whichever was set. My template works fine
without the two if statements I'm trying to use, but as soon as I put them in,
it fails. The odd thing is that, though the email using the template is never
sent, I don't get any errors at all. When I was missing a dollar sign earlier,
I got an error--an error not really related to the dollar sign, but an error.
Now, though, I get nothing whatsoever. Here's the snippet:
{ if (my $transactionCorrespond = $Transaction->correspond) {
$transactionCorrespond
} elsif (my $transactionComment = $Transaction->comment) { $transactionComment }
}
I don't know what's so wrong with that bit of code, but there must be
something. I don't really speak Perl, and the only page I've found thus far
that enumerates the Transaction object properties isn't overly helpful, so I'm
guessing at the properties I need. Can anyone see what I've done wrong here?
Thanks.
Since $Transaction is a thing then $Transaction->correspond is empty since it's
not a thing. This is why you'll get no errors.
Try this:
{
if ($self->TransactionObj->Type eq 'Correspond') {
# something
} elsif ($self->TransactionObj->Type eq 'Comment') {
# something else
} else {
# Not a Comment or Correspond transaction
}
}
Or something that actually does exactly what your pseudocode does:
{ $self->TransactionObj->Type }
I have found these very helpful in the past:
https://rt-wiki.bestpractical.com/wiki/CustomConditionSnippets
--
Landon Stewart
Lead Analyst - Abuse and Security Management
INTERNAP ®
📧 lstew...@internap.com
🌍 www.internap.com
-
RT 4.4 and RTIR training sessions, and a new workshop day!
https://bestpractical.com/training
* Boston - October 24-26
* Los Angeles - Q1 2017
