Re: [rt-users] Missing headers on Download
Thank you, I noticed the same thing so I am modifying the dhandler script to
walk the attachment tree up to the parent until Parent=0.
rt3/html/Ticket/Attachment/WithHeaders/dhandler
my $AttachmentObjParent = new RT::Attachment( $session{'CurrentUser'} );
$AttachmentObjParent-Load( $AttachmentObj-Parent );
And then I added this later in the file...
$m-out( $AttachmentObjParent-Headers );
Thanks for the response that is exactly the kind of info I needed.
-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Thomas Sibley
Sent: Thursday, July 19, 2012 4:01 AM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Missing headers on Download
On 07/18/2012 02:47 PM, Ruslan Zakirov wrote:
When we click on the “Download (untitled) / with headers” link we get
some of the headers, but the FROM TO and SUBJECT are missing. Is
there a way to change RT so that it does display those headers when we click
that link?
Probably you have multipart message and subject, from and many other
headers are only on top part of the mail. This view is mostly for
admins rather than mortals :)
A trick that generally works (but not always, esp. on high traffic RTs):
Click on the with headers link for the first part of the message (usually
text/* for multipart/ mail) and then subtract one from the number at the end of
the URL to get the top-level parent part with the headers you want.
This communication (including any attachments) is intended for the use of the
intended recipient(s) only and may contain information that is confidential,
privileged or legally protected. Any unauthorized use or dissemination of this
communication is strictly prohibited. If you have received this communication
in error, please immediately notify the sender by return e-mail message and
delete all copies of the original communication. Thank you for your cooperation.
Re: [rt-users] Missing headers on Download
Here is how I solved it...
rt3/html/Ticket/Attachment/WithHeaders/dhandler
#Load Parent Attachment to get e-mail headers...
my $AttachmentObjParent = new RT::Attachment( $session{'CurrentUser'} );
my $parent = $AttachmentObj-Parent;
while ( $parent != 0 ) {
$AttachmentObjParent-Load( $parent );
$parent = $AttachmentObjParent-Parent;
}
# XXX: should we check handle html here and integrate headers into html?
$r-content_type( $content_type );
$m-clear_buffer;
#$m-out( $AttachmentObj-EncodedHeaders( $enc ) );
#$m-out( $AttachmentObjParent-Headers );
my @headers = split( \n, $AttachmentObjParent-Headers);
foreach my $header ( @headers ) {
#$m-out( \nAnother one:\n);
#$m-out( $header );
if ($header =~ /^(Subject|From|To|Date)/) {
$m-out( $header\n );
}
}
$m-out( \n\n );
$m-out( $AttachmentObj-OriginalContent );
$m-abort;
-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Brian Schrock
Sent: Thursday, July 19, 2012 10:15 AM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Missing headers on Download
Thank you, I noticed the same thing so I am modifying the dhandler script to
walk the attachment tree up to the parent until Parent=0.
rt3/html/Ticket/Attachment/WithHeaders/dhandler
my $AttachmentObjParent = new RT::Attachment( $session{'CurrentUser'} );
$AttachmentObjParent-Load( $AttachmentObj-Parent );
And then I added this later in the file...
$m-out( $AttachmentObjParent-Headers );
Thanks for the response that is exactly the kind of info I needed.
-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Thomas Sibley
Sent: Thursday, July 19, 2012 4:01 AM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Missing headers on Download
On 07/18/2012 02:47 PM, Ruslan Zakirov wrote:
When we click on the “Download (untitled) / with headers” link we get
some of the headers, but the FROM TO and SUBJECT are missing. Is
there a way to change RT so that it does display those headers when we click
that link?
Probably you have multipart message and subject, from and many other
headers are only on top part of the mail. This view is mostly for
admins rather than mortals :)
A trick that generally works (but not always, esp. on high traffic RTs):
Click on the with headers link for the first part of the message (usually
text/* for multipart/ mail) and then subtract one from the number at the end of
the URL to get the top-level parent part with the headers you want.
This communication (including any attachments) is intended for the use of the
intended recipient(s) only and may contain information that is confidential,
privileged or legally protected. Any unauthorized use or dissemination of this
communication is strictly prohibited. If you have received this communication
in error, please immediately notify the sender by return e-mail message and
delete all copies of the original communication. Thank you for your cooperation.
[rt-users] Missing headers on Download
All, I have been scouring this list and Google for the answer to this issue and have been unable to find an answer. It seems like it would be common, so I am sorry if this has been asked before. When we click on the Download (untitled) / with headers link we get some of the headers, but the FROM TO and SUBJECT are missing. Is there a way to change RT so that it does display those headers when we click that link? Brian Schrock Linux Administrator Network Operations The Garden City Group, Inc. 5151 Blazer Parkway Suite A Dublin, ohio 43017 Telephone: 614-289-5457 Mobile: 614-745-5491 Email: brian.schr...@gardencitygroup.com This communication (including any attachments) is intended for the use of the intended recipient(s) only and may contain information that is confidential, privileged or legally protected. Any unauthorized use or dissemination of this communication is strictly prohibited. If you have received this communication in error, please immediately notify the sender by return e-mail message and delete all copies of the original communication. Thank you for your cooperation.
Re: [rt-users] Search Ticket Transaction History in Query Builder?
Excellent suggestion! This is how I ended up doing it and Operations is testing
it now.
I created a custom field named Last Reopened Date and applied that to the
Queues I care about.
I then added this scrip to the queues in question.
Description: On Reopen Set Date
Condition: User Defined
Action: User Defined
Template: Global template: Blank
Stage: Transactioncreate
Custom Condition:
my $txn = $self-TransactionObj;
my $type = $txn-Type;
unless (
($type eq Status) ||
($type eq 'Set' $txn-Field eq 'Status') ||
($txn-OldValue eq resolved) ||
($txn-OldValue eq stalled) ||
($txn-NewValue eq open) ||
($txn-Data eq 'Ticket auto-opened on incoming correspondence')
) {
return 0;
}
return 1;
Custom action cleanup code:
my $Ticket = $self-TicketObj;
my $CFName = 'Last Reopened Date';
my $CF = RT::CustomField-new( $RT::SystemUser );
$CF-LoadByNameAndQueue( Name = $CFName, Queue = $Ticket-Queue );
my @date = localtime(time());
my $year = $date[5] += 1900 ;
my $month = $date[4] += 1 ;
my $day = $date[3] ;
my $date_stamp = $year-$month-$day;
$Ticket-AddCustomFieldValue( Field = $CF, Value = $date_stamp);
return 1;
Based on my quick testing here this works perfectly.
-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Thomas Sibley
Sent: Tuesday, June 12, 2012 9:02 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Search Ticket Transaction History in Query Builder?
SELECT Tickets.id, Tickets.Created, Tickets.Subject, Tickets.Status,
Queues.Name FROM Transactions, Tickets, Queues WHERE
Tickets.Queue=Queues.id AND Queues.Name=Test Queue 1
AND Tickets.Status='open'
AND Transactions.ObjectId=Tickets.id
AND Transactions.OldValue REGEXP stalled|resolved
AND Transactions.NewValue='open'
AND Transactions.Data = 'Ticket auto-opened on incoming correspondence'
AND Transactions.Created = @START
AND Transactions.Created = @FINISH
Your join between Tickets and Transactions is wrong. Transactions also apply
to objects other than tickets, so you need to limit by ObjectType too not just
ObjectId.
(The query is also not quite what you want because it will miss tickets which
are currently Status != 'open' but were auto-opened at some point earlier in
the time frame.)
To solve your problem using RT's normal customization routes, I suggest
extending the default auto-open scrip (user-defined action) to set a DateTime
custom field on the ticket when it fires. This greatly simplifies your search
and lets you run it in RT from the web.
Your report can then be a standard RT saved search used in a chart or a
dashboard.
This communication (including any attachments) is intended for the use of the
intended recipient(s) only and may contain information that is confidential,
privileged or legally protected. Any unauthorized use or dissemination of this
communication is strictly prohibited. If you have received this communication
in error, please immediately notify the sender by return e-mail message and
delete all copies of the original communication. Thank you for your cooperation.
Re: [rt-users] Search Ticket Transaction History in Query Builder?
Yep, I was just staring at that and thinking how permissive that was. Fixing it
now.
Brian J. Schrock
Network Operations
The Garden City Group, Inc.
5151 Blazer Parkway Suite A
Dublin, Ohio 43017
Telephone: 614-289-5457
Email: brian.schr...@gcginc.com
-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Thomas Sibley
Sent: Wednesday, June 13, 2012 4:23 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Search Ticket Transaction History in Query Builder?
On 06/13/2012 04:15 PM, Brian Schrock wrote:
Custom Condition:
my $txn = $self-TransactionObj;
my $type = $txn-Type;
unless (
($type eq Status) ||
($type eq 'Set' $txn-Field eq 'Status') ||
($txn-OldValue eq resolved) ||
($txn-OldValue eq stalled) ||
($txn-NewValue eq open) ||
($txn-Data eq 'Ticket auto-opened on incoming correspondence')
) {
I think your logic is wrong here. You're OR-ing all those together instead of
a combination of AND and OR with parentheses to group correctly.
return 0;
}
return 1;
Custom action cleanup code:
my $Ticket = $self-TicketObj;
my $CFName = 'Last Reopened Date';
my $CF = RT::CustomField-new( $RT::SystemUser );
$CF-LoadByNameAndQueue( Name = $CFName, Queue = $Ticket-Queue );
my @date = localtime(time());
my $year = $date[5] += 1900 ;
my $month = $date[4] += 1 ;
my $day = $date[3] ;
my $date_stamp = $year-$month-$day;
$Ticket-AddCustomFieldValue( Field = $CF, Value = $date_stamp);
Avoid the localtime math and just pass:
Value = $self-TransactionObj-CreatedObj-AsString
This communication (including any attachments) is intended for the use of the
intended recipient(s) only and may contain information that is confidential,
privileged or legally protected. Any unauthorized use or dissemination of this
communication is strictly prohibited. If you have received this communication
in error, please immediately notify the sender by return e-mail message and
delete all copies of the original communication. Thank you for your cooperation.
Re: [rt-users] Search Ticket Transaction History in Query Builder?
Ok fixed it, this appears to be working.
Custom Condition:
my $txn = $self-TransactionObj;
my $type = $txn-Type;
return 0 unless ($type eq Status) || ($type eq 'Set' $txn-Field eq
'Status');
return 0 unless ($txn-OldValue eq resolved) || ($txn-OldValue eq stalled);
return 0 unless ($txn-NewValue eq open);
return 0 unless ($txn-Data eq 'Ticket auto-opened on incoming correspondence');
return 1;
Brian J. Schrock
Network Operations
The Garden City Group, Inc.
5151 Blazer Parkway Suite A
Dublin, Ohio 43017
Telephone: 614-289-5457
Email: brian.schr...@gcginc.com
-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Brian Schrock
Sent: Wednesday, June 13, 2012 4:24 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Search Ticket Transaction History in Query Builder?
Yep, I was just staring at that and thinking how permissive that was. Fixing it
now.
Brian J. Schrock
Network Operations
The Garden City Group, Inc.
5151 Blazer Parkway Suite A
Dublin, Ohio 43017
Telephone: 614-289-5457
Email: brian.schr...@gcginc.com
-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Thomas Sibley
Sent: Wednesday, June 13, 2012 4:23 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Search Ticket Transaction History in Query Builder?
On 06/13/2012 04:15 PM, Brian Schrock wrote:
Custom Condition:
my $txn = $self-TransactionObj;
my $type = $txn-Type;
unless (
($type eq Status) ||
($type eq 'Set' $txn-Field eq 'Status') ||
($txn-OldValue eq resolved) ||
($txn-OldValue eq stalled) ||
($txn-NewValue eq open) ||
($txn-Data eq 'Ticket auto-opened on incoming correspondence')
) {
I think your logic is wrong here. You're OR-ing all those together instead of
a combination of AND and OR with parentheses to group correctly.
return 0;
}
return 1;
Custom action cleanup code:
my $Ticket = $self-TicketObj;
my $CFName = 'Last Reopened Date';
my $CF = RT::CustomField-new( $RT::SystemUser );
$CF-LoadByNameAndQueue( Name = $CFName, Queue = $Ticket-Queue );
my @date = localtime(time());
my $year = $date[5] += 1900 ;
my $month = $date[4] += 1 ;
my $day = $date[3] ;
my $date_stamp = $year-$month-$day;
$Ticket-AddCustomFieldValue( Field = $CF, Value = $date_stamp);
Avoid the localtime math and just pass:
Value = $self-TransactionObj-CreatedObj-AsString
This communication (including any attachments) is intended for the use of the
intended recipient(s) only and may contain information that is confidential,
privileged or legally protected. Any unauthorized use or dissemination of this
communication is strictly prohibited. If you have received this communication
in error, please immediately notify the sender by return e-mail message and
delete all copies of the original communication. Thank you for your cooperation.
[rt-users] Search Ticket Transaction History in Query Builder?
All, The issues are: 1) How do I search transaction history using the query builder? 2) How do I convert an SQL statement like the one lower down into something I can use in a custom report? People here in my company have asked me if they can get a report on the number of tickets whose status was changed from stalled or resolved into open during a specific time frame because of an external e-mail from a customer. I think I have the SQL statement working, but I cannot figure out how to do the same thing with RT's query builder. I have been all over google and the docs and I am not finding anything useful to help point me in the right direction. It looks like this issue comes up every so often on the mailing list, but no one has really been answered well, I hope I fare better. :) Any suggestions or help would be greatly appreciated. SELECT Tickets.id, Tickets.Created, Tickets.Subject, Tickets.Status, Queues.Name FROM Transactions, Tickets, Queues WHERE Tickets.Queue=Queues.id AND Queues.Name=Test Queue 1 AND Tickets.Status='open' AND Transactions.ObjectId=Tickets.id AND Transactions.OldValue REGEXP stalled|resolved AND Transactions.NewValue='open' AND Transactions.Data = 'Ticket auto-opened on incoming correspondence' AND Transactions.Created = @START AND Transactions.Created = @FINISH Brian Schrock Linux Administrator Network Operations The Garden City Group, Inc. 5151 Blazer Parkway Suite A Dublin, ohio 43017 Telephone: 614-289-5457 Mobile: 614-745-5491 Email: brian.schr...@gardencitygroup.com This communication (including any attachments) is intended for the use of the intended recipient(s) only and may contain information that is confidential, privileged or legally protected. Any unauthorized use or dissemination of this communication is strictly prohibited. If you have received this communication in error, please immediately notify the sender by return e-mail message and delete all copies of the original communication. Thank you for your cooperation.
