[rt-users] scrip to delete a Cc adress in a ticket
Hi RT user followers ! I need your help on my scrip creation. Here is my need : I would like to delete a Cc address if this address is the same that the RT queue response mail address. We are running RT 3.8.11 (update to RT 4.2.x is currently not an option) I need that because the email domain given to a customer to create a ticket is different from the one set in RT. We made a forward from this email address to RT one but when a mail is sent and the ticket created, RT add the email as Cc of the ticket. Thanks very much for your help. -- Loic Cadoret IT Technician Keyyo
Re: [rt-users] Configuring fetchmail to poll emails to respective queues.
Hi, Two sperate emails are usefull two clarify the two roles (Correspond and Comment a ticket). When you select correspond, an email will be sent two the requestor and Ccs of the ticket whilst nothing will be sent to the requestor when using comments. It is usefull if you use a queue to correspond whith customers for instance and if you want to adds messages that not concerns your customer. I think that two addresses are needed if you are not using the RT WebUI but only emails. Hope it helps Loic Cadoret IT Technician Keyyo Le 04/06/2015 14:31, Bob Shaker a écrit : You don’t need 2 separate emails for those fields. Our instance works fine with the same email in both fields. *From:*rt-users [mailto:rt-users-boun...@lists.bestpractical.com] *On Behalf Of *Rohit Gupta *Sent:* Thursday, June 4, 2015 6:17 AM *To:* Rohit Gupta; Landon Stewart *Cc:* rt-users@lists.bestpractical.com *Subject:* Re: [rt-users] Configuring fetchmail to poll emails to respective queues. Dear All \ Landon, Problem solved – the issue was I haven’t granted the new queue the everyone rights to create a ticket, hence it was sending a bounce mailer daemon to the requestor. But, I would still appreciate any one can clarify the reason to create 2 separate emails for correspond and comment. Kind Regards, *Rohit Gupta* ARDEN A Global Company Celebrating over 50 years of making your life more comfortable! This message may contain confidential and/or privileged information. If you are not the addressee or authorized to receive this for the addressee, you must not use, copy, disclose, or take any action based on this message or any information herein. If you have received this message in error, please advise the sender immediately by reply e-mail and delete this message. This OUTBOUND E-mail and Document(s) has been scanned by an Antivirus Server.
Re: [rt-users] Change RT email address
Well, I think what you wanted to do was feasible by creating a RT user with the Team inbox or the mailing list address as the contact address of the user. Next, you add the user as an AdminCc of the wanted queue. By default Rt has global scrips that send email to AdminCc users when an action is done on a queue (create, comment, answer, move, close a ticket). Be sure to use a different address or domain name for RT's administrative adresses (addresses used by the queues, or else) and set the regexp accordingly. I don't if that I said was clear enough, Regards Loic Cadoret IT Technician Keyyo Le 27/05/2015 15:51, ripa...@gmail.com a écrit : I tried adding the following with no luck to the RT_SiteConfig.pm Set($RTAddressRegexp , 'richard\@newemail\.com)$'); Set($SendmailArguments, -oi -t -f rich...@newemail.com mailto:rich...@newemail.com); Obviously I am doing something wrong. Perhaps I did not explain the issue well: Just for explaining: rich...@oldemail.com mailto:rich...@oldemail.com is a Team inbox. rich...@newemail.com mailto:rich...@newemail.com is a Distribution list. Originally we wanted to use the Team Inbox address, anything created via email, the Inbox will receive a copy. We noticed that the emails are not getting send to our Inbox. When trying to add the Inbox as AdminCC in Watchers, we received the mail loop error. So we need to change the RT Internal address to rich...@newemail.com mailto:rich...@newemail.com so we can use rich...@oldemail.com mailto:rich...@oldemail.com as AdminCC. The RT Internal email address is configured with rich...@oldemail.com mailto:rich...@oldemail.com. I cannot use the rich...@oldemail.com mailto:rich...@oldemail.com anymore. I need to change it to rich...@newemail.com mailto:rich...@newemail.com. I have verified that all references to rich...@oldemail.com mailto:rich...@oldemail.com has been updated etc, but i still receive an error of a mail loop (when testing rich...@oldemail.com mailto:rich...@oldemail.com) as AdminCC. Thanks in advanced. Richard On Tue, May 26, 2015 at 7:01 PM, ripa...@gmail.com mailto:ripa...@gmail.com wrote: Hi everyone: sorry for the late reply. The email I need to change is the email rt works with. For example I want to use rich...@test.com mailto:rich...@test.com as Admin cc, it states it will create a mail loop. There is no other user, with that email. I have tried changing the RT_SiteConfig.pm, searching the database, etc. No luck Thanks in advanced. On Tue, May 19, 2015 at 7:59 AM, Loïc Cadoret lcado...@keyyo.com mailto:lcado...@keyyo.com wrote: Well by reading again the thread, I realize that i've misunderstood your answer, my appologies for that, english is not my native language, there is no confusion, thanks for the advice, it is helpfull. Regards, Loic Cadoret IT Technician Keyyo Le 18/05/2015 17:09, Jaime Kikpole a écrit : On Mon, May 18, 2015 at 7:15 AM, Loïc Cadoret lcado...@keyyo.com mailto:lcado...@keyyo.com wrote: Yes RT_SiteConfig.pm sorry, it was what wanted to say ;) It IS what you said. Its just that what I wrote refers to both files, so I wanted to be clear about which one to edit (RT_SiteConfig.pm) vs. use as reference (RT_Config.pm). Sorry about any confusion I may have caused. -- Richard Pacheco -- Richard Pacheco
Re: [rt-users] Search for tickets a user has updated in a given time period
If I understand correctly what you want to do, search for tickets that have been updated between two dates, you should use the Query Builder (something like LastUpdated '2015-05-16' AND LastUpdated '2015-05-18' should match your query). You can play with a large panel of criterias and by using the advanced view, do a lot of things. But be really carefull with your request, according to what you're looking for, you could crash your database due to a too big amount of results. Hope it helps Loic Cadoret IT Technician Keyyo Le 15/05/2015 11:58, LAW Andy a écrit : I may be missing something really obvious, but I can’t work out how to run a particular query. I want to pull out a list of tickets that have been updated at some point in a given time period - usually the past two weeks but occasionally over a different period - by a specific user. The tickets may or may not be owned by that person and they may or may not be the last person to update that ticket. Basically, I’m looking for all activity in that time period. I can see how to run the search for tickets that are *Last* updated by a particular user but not ones that have been updated by”. Am I being stupid? Can someone please point me in the right direction. For info, we’re running 4.0.10 and could upgrade if the answer turns out to be you can do this in the latest version”. Thanks in advance. Later, Andy Law
Re: [rt-users] Change RT email address
Well by reading again the thread, I realize that i've misunderstood your answer, my appologies for that, english is not my native language, there is no confusion, thanks for the advice, it is helpfull. Regards, Loic Cadoret IT Technician Keyyo Le 18/05/2015 17:09, Jaime Kikpole a écrit : On Mon, May 18, 2015 at 7:15 AM, Loïc Cadoret lcado...@keyyo.com wrote: Yes RT_SiteConfig.pm sorry, it was what wanted to say ;) It IS what you said. Its just that what I wrote refers to both files, so I wanted to be clear about which one to edit (RT_SiteConfig.pm) vs. use as reference (RT_Config.pm). Sorry about any confusion I may have caused.
Re: [rt-users] Change RT email address
Hi Richard, What email adress would you like to change ? Is it the one used by a queue when commenting or responding to a ticket or the one used by RT system ? For the first part of my answer, check out in the queue configuration directly in the WebUI, for the second part, check out the RT_SiteConfig.pm file and the Set($SendmailArguments and the Set($FriendlyToLineFormat, lines. Hope it helps, Regards Loic Cadoret IT Technician Keyyo Le 14/05/2015 18:39, ripa...@gmail.com a écrit : Good day to all: I am in the need to change the email address which RT works with. The email which receives and send the email. Can some one provide information on how to do so? RT 4.0.7 on Debian. -- Richard Pacheco
Re: [rt-users] Change RT email address
Yes RT_SiteConfig.pm sorry, it was what wanted to say ;) Loic Cadoret IT Technician Keyyo Le 18/05/2015 13:04, Jaime Kikpole a écrit : There is a regular expression in RT_Config.pm. Look for it, read the directions, and then make any needed adjustments in RT_SiteConfig.pm (not RT_Config.pm.) Make sure that it matches the new email address and the old one. It's important that it handle both, so that you can account for both existing and new tickets. Also, make sure that the old address forwards messages to the new one. Otherwise, when end users reply to an old ticket via email, it won't get processed properly. I've done this twice since I started using RT back in 2001. RT can definitely handle it if you have a decent email server that can handle forwarding, etc. Jaime
Re: [rt-users] Queues, surveys for agents, and forms
Hi Geico, Well everythings is set or created with the Web interface, so I would say that it is simple as a clic to create a new queue. It is totally possible to move ticket from one queue to an other (the ticket number does not change). You can also link tickets (create dependancies for your tickets, etc). And that thanks to the web interface so it is very user-friendly. You can also set different rights to your users according to the queue the ticket is attached from. As I said in my previous answer, you should install it on a Virtual Machine (best practical is supported by almost all linux distributions) to test it (install is quite simple and some how to exist on the internet depending of what distrib you use to use). Regards, Loic Cadoret IT Technician Keyyo Le 06/05/2015 06:47, Geico Caveman a écrit : Thanks Loic! I am glad to hear that it is easy to do so. But precisely **how** is the question. Does it go into the config file as a new block? That said, is it possible to move tickets between queues (ensuring that the ticket number does not change)? That functionality is essential as very often as a request courses through the system, it has to go from one office to another (and the only person who can decide where it goes next is the agent in the office sending it). On Mon, May 4, 2015 at 7:54 PM, Loïc Cadoret lcado...@keyyo.com mailto:lcado...@keyyo.com wrote: Hi Geico, 1. Is there some documentation on how to set up multiple queues? Our university has several different offices that need separate queues, and while allusions are made to queues and associated lifecycles, I could not find much on how to set up independent queues in the first place. I'm not sure to understand correctly your question. In RT, you can create multiple queue (I guess one by office) very easily. Each queue is independant (it has it own correspond address, admin, user rights, custom fields and scripts) and you can set them as you want to correspondant with what want to do. 2. We plan to use user surveys on each ticket to generate performance information on agents. Typically, each ticket will be handled by multiple agents. Is there a way for the customer to give different ratings to different agents? I don't think that this feature exists by default in Request Tracker, maybe an external plugin can do the job. A way to do it is to use Custom fields in your queue. For exemple, you create a custom field by agent with the rates that can be given as values of the custom field. Maybe someone else will give you a much better solution. 3. How do I set up forms for common tasks? Do you mean that you would like to create php form wich will create a ticket by submiting it ? If yes, then yes it is totaly possible. I think that it would be a very good idea to install Request Tracket on a test VM in order to test this solution and get more familiar with its functionalities. You can find RT doc here : https://www.bestpractical.com/docs/rt/4.2/ Hope it helped you, Regards, Loic Cadoret IT Technician Keyyo Le 04/05/2015 15:55, Geico Caveman a écrit : I have not yet deployed RT, and am spending time studying it before I do so. There are many questions at this stage, but beyond what I have found in the docs: 1. Is there some documentation on how to set up multiple queues? Our university has several different offices that need separate queues, and while allusions are made to queues and associated lifecycles, I could not find much on how to set up independent queues in the first place. 2. We plan to use user surveys on each ticket to generate performance information on agents. Typically, each ticket will be handled by multiple agents. Is there a way for the customer to give different ratings to different agents? 3. How do I set up forms for common tasks? I realize that I need to go deeper into the documentation (and I have to a first pass, read all that is included the user manual for 4.2.10, so simply RTFM will not be a helpful response), but I find myself faced with these unaddressed questions. Please bear with a newbie here and feel free to point me to the right documentation. Thanks.
Re: [rt-users] Freeze the requestor field
Hi, I think you should look at the rights granted in your queue. I guess that remove the right to modify ticket should help. To be sure about what to do and know the properties of each rights, I suggest you to read the documentation here : http://requesttracker.wikia.com/wiki/QueueSpecificRights Hope it helps you Regards, Loic Cadoret IT Technician Keyyo Le 04/05/2015 11:40, ABD EL MALEK BOUBARNOUS a écrit : Hi everyone, On ticket creation I would like to freeze the requestor field to be set to the user's email, RT does it by the default but let the field modifiable by the user and they can put any mail address there so I would like to freeze that field. anyone have an idea how I can do that ? Thanks in advance,
Re: [rt-users] Queues, surveys for agents, and forms
Hi Geico, 1. Is there some documentation on how to set up multiple queues? Our university has several different offices that need separate queues, and while allusions are made to queues and associated lifecycles, I could not find much on how to set up independent queues in the first place. I'm not sure to understand correctly your question. In RT, you can create multiple queue (I guess one by office) very easily. Each queue is independant (it has it own correspond address, admin, user rights, custom fields and scripts) and you can set them as you want to correspondant with what want to do. 2. We plan to use user surveys on each ticket to generate performance information on agents. Typically, each ticket will be handled by multiple agents. Is there a way for the customer to give different ratings to different agents? I don't think that this feature exists by default in Request Tracker, maybe an external plugin can do the job. A way to do it is to use Custom fields in your queue. For exemple, you create a custom field by agent with the rates that can be given as values of the custom field. Maybe someone else will give you a much better solution. 3. How do I set up forms for common tasks? Do you mean that you would like to create php form wich will create a ticket by submiting it ? If yes, then yes it is totaly possible. I think that it would be a very good idea to install Request Tracket on a test VM in order to test this solution and get more familiar with its functionalities. You can find RT doc here : https://www.bestpractical.com/docs/rt/4.2/ Hope it helped you, Regards, Loic Cadoret IT Technician Keyyo Le 04/05/2015 15:55, Geico Caveman a écrit : I have not yet deployed RT, and am spending time studying it before I do so. There are many questions at this stage, but beyond what I have found in the docs: 1. Is there some documentation on how to set up multiple queues? Our university has several different offices that need separate queues, and while allusions are made to queues and associated lifecycles, I could not find much on how to set up independent queues in the first place. 2. We plan to use user surveys on each ticket to generate performance information on agents. Typically, each ticket will be handled by multiple agents. Is there a way for the customer to give different ratings to different agents? 3. How do I set up forms for common tasks? I realize that I need to go deeper into the documentation (and I have to a first pass, read all that is included the user manual for 4.2.10, so simply RTFM will not be a helpful response), but I find myself faced with these unaddressed questions. Please bear with a newbie here and feel free to point me to the right documentation. Thanks.
Re: [rt-users] script to check out if max attachment size is reached
Alex, Thank you for your answer. I forgot to tell you that we are running the 3.8.11 version of RT (our dev team is working on an upgrade but it's going to take time and we cannot afford to wait for the migration...). So do you think that a script would be possible ? Thanks for your time, Best regards Loic Cadoret IT Technician Keyyo Le 06/03/2015 18:10, Alex Vandiver a écrit : On Fri, 06 Mar 2015 12:42:38 +0100 Loïc Cadoret lcado...@keyyo.com wrote: Greetings rt-users followers, I would like to create a script that check out if the max attachment size of a response is reached and if so, send an autoreply to the requestor informing him that his documents are too heavy. Indeed, customers send documents to our customer services but sometimes the transaction is droped by the system because max attachment is reached and neither the customer service or the client is notified of it. Starting in RT 4.2.7, RT records explicit transactions when attachments are dropped or truncated due to hitting $MaxAttachmentSize. While we explicitly prevent such transactions from triggering scrips (to prevent infinite loops), you can likely use them as the basis of your notifications -- or, at least the signal to the RT users to notify customers of the drop. - Alex
[rt-users] script to check out if max attachment size is reached
Greetings rt-users followers, I would like to create a script that check out if the max attachment size of a response is reached and if so, send an autoreply to the requestor informing him that his documents are too heavy. Indeed, customers send documents to our customer services but sometimes the transaction is droped by the system because max attachment is reached and neither the customer service or the client is notified of it. I have already checked out the different contribs but nothing seems to match my request... Unfortunatly, I'm not really comfortable with rt-users mailing list yet so maybe this request has already been asked. Thanks is advance for your help and sorry for my bad english ! -- Loic Cadoret IT Technician Keyyo
