Re: [rt-users] Notify Requestor on Requestor change
Helmuth Ramirez wrote: Thanks Taan, Now for my ignorant question...the code below is to Notify AdminCC's when they get added to a ticket...what would I need to change to make it work to notify Requestors? Sorry if its a dumb question. Thanks Helmuth change the Custom Condition from $watcherType eq 'AdminCc' to $watcherType eq 'Requestor' I haven't tested this but I think it should work. Taan ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
RE: [rt-users] Notify Requestor on Requestor change
Thanks Taan,
Now for my ignorant question...the code below is to Notify AdminCC's
when they get added to a ticket...what would I need to change to make it
work to notify Requestors?
Sorry if its a dumb question.
Thanks
Helmuth
-Original Message-
From: Taan Lindemans [mailto:[EMAIL PROTECTED]
Sent: Sunday, January 14, 2007 9:53 PM
To: rt-users@lists.bestpractical.com
Cc: Helmuth Ramirez
Subject: Re: [rt-users] Notify Requestor on Requestor change
> You would need a Custom Action as well to send a message to the new
Requestor only.
I was wrong, you need the Custom Condition mentioned earlier, with
action: "Notify Other Recipients" and a Custom Template with something
similar to that below. This works with RT-3.6.0.
Note: This only works for AdminCc's added after the ticket was created.
Custom Template "Notify new AdminCC":
To: {
my $userID = $Transaction->NewValue;
my $user = RT::User->new($RT::SystemUser);
$user->Load($userID);
$user->EmailAddress;
}
Subject: AdminCc Added for: {$Ticket->Subject}
The body of your email here.
___
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Community help: http://wiki.bestpractical.com
Commercial support: [EMAIL PROTECTED]
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
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Re: [rt-users] Notify Requestor on Requestor change
> You would need a Custom Action as well to send a message to the new
Requestor only.
I was wrong, you need the Custom Condition mentioned earlier, with
action: "Notify Other Recipients" and a Custom Template with something
similar to that below. This works with RT-3.6.0.
Note: This only works for AdminCc's added after the ticket was created.
Custom Template "Notify new AdminCC":
To: {
my $userID = $Transaction->NewValue;
my $user = RT::User->new($RT::SystemUser);
$user->Load($userID);
$user->EmailAddress;
}
Subject: AdminCc Added for: {$Ticket->Subject}
The body of your email here.
___
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
Community help: http://wiki.bestpractical.com
Commercial support: [EMAIL PROTECTED]
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
RE: [rt-users] Notify Requestor on Requestor change
Actually, I just want it to notify Requestor(s) whenever a requestor is added.
For example:
I personally get an e-mail about a user issue, I forward it to our RT instance,
it then creates a ticket in the right place. Good so far, now I will change
the requestor from me to the end user. Its at that moment when I change the
requestor name that I would like the "new" requestor to be notified they have a
ticket opened for them.
-Original Message-
From: Roy El-Hames [mailto:[EMAIL PROTECTED]
Sent: Thursday, January 11, 2007 10:22 AM
To: Helmuth Ramirez
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Notify Requestor on Requestor change
I have given you the code for requester change , but you want to change
it to a particular value .. you need to figure out where are you getting
this value from ist in the original email text?? , do you have a queue
for each customer?? how are you expecting RT to know when email comes
in, the ticket created is for customer X and hence the email address
[EMAIL PROTECTED] should be added as requester??
Regards;
Roy
Helmuth Ramirez wrote:
> After re-reading this several times (sorry, my hamsters aren't spinning their
> wheels up to speed yet), I can now answer properly...I am not defining a
> value for $CustomerEmailAddress. That is very likely because I don't know
> how :(
>
> Every single condition is in that fancy drop down except On Requestor change
> ;)
>
> -Original Message-
> From: Roy El-Hames [mailto:[EMAIL PROTECTED]
> Sent: Thursday, January 11, 2007 9:19 AM
> To: Helmuth Ramirez
> Cc: rt-users@lists.bestpractical.com
> Subject: Re: [rt-users] Notify Requestor on Requestor change
>
> Please do n't set an email notifier when mailing to the list .. we may
> suspect you as a spammer :¬)
> As Drew mentioned (and I think I mentioned it in my first mail) you
> need a condition which is on Create, because I guess what you want is:
> When a ticket is created => add new/change requester
> Also where are you getting your requester's email address from, you need
> to define and give value to $CustomerEmailAddressRegards;
>
> Regards;
> Roy
>
>
> Helmuth Ramirez wrote:
>
>> Thanks Roy for your help on this again. I did as you instructed, I am
>> not getting anything in the log. I am attaching a screenshot of my
>> scrip, just so its clear what it is I'm doing.
>>
>> And believe me, it was not a silly question...Linux/RT/Perl is a new
>> world to me...there are no "obvious" questions in my book :-)
>>
>> -Original Message-
>> From: Roy El-Hames [mailto:[EMAIL PROTECTED]
>> Sent: Thursday, January 11, 2007 8:30 AM
>> To: Helmuth Ramirez
>> Cc: rt-users@lists.bestpractical.com
>> Subject: Re: [rt-users] Notify Requestor on Requestor change
>>
>> Hi Helmuth;
>> forgive me if this is a silly question but do you have a value for
>> $CustomerEmailAddress
>> you can check by adding debug statements in the scrips :
>> $RT::Logger->debug("my value for CustomerEmailAddress is
>> ".$CustomerEmailAddress")
>> stick this just above the line:
>>
>> $self->TicketObj->AddWatcher(Type=>'Requestor', Email =>
>> $CustomerEmailAddress);
>>
>> and your custom action preparation code should end with
>> return 1;
>>
>> Once you done this run a test and check your rt.log file if you do have
>> a value.
>>
>> Regards;
>> Roy
>>
>> Helmuth Ramirez wrote:
>>
>>
>>> Hi all,
>>> I finally got around to trying this out and was unfortunately
>>> unsuccessful. Of course there is a VERY high likelihood I did
>>>
>>>
>> something
>>
>>
>>> wrong. What I would like to accomplish is notify the new Requestor
>>>
>>>
>> when
>>
>>
>>> we change Requestors manually on a ticket (that way they know they
>>>
>>>
>> have
>>
>>
>>> a ticket open).
>>>
>>> Based on Roy's e-mail below here is exactly what I did:
>>>
>>> Go to New Scrip screen
>>> Description: RequestorChange
>>> Condition: -
>>> Action: User Defined
>>> Template:Global template: Autoreply
>>> Stage: TransactionCreate
>>>
>>> Custom Condition: blank
>>>
>>> Custom action preparation code:
>>> $self->TicketObj->AddWatcher(Type=>'Requestor', Email =>
>>> $CustomerEmailAddress);
>&g
Re: [rt-users] Notify Requestor on Requestor change
I have given you the code for requester change , but you want to change
it to a particular value .. you need to figure out where are you getting
this value from ist in the original email text?? , do you have a queue
for each customer?? how are you expecting RT to know when email comes
in, the ticket created is for customer X and hence the email address
[EMAIL PROTECTED] should be added as requester??
Regards;
Roy
Helmuth Ramirez wrote:
After re-reading this several times (sorry, my hamsters aren't spinning their
wheels up to speed yet), I can now answer properly...I am not defining a value
for $CustomerEmailAddress. That is very likely because I don't know how :(
Every single condition is in that fancy drop down except On Requestor change ;)
-Original Message-
From: Roy El-Hames [mailto:[EMAIL PROTECTED]
Sent: Thursday, January 11, 2007 9:19 AM
To: Helmuth Ramirez
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Notify Requestor on Requestor change
Please do n't set an email notifier when mailing to the list .. we may
suspect you as a spammer :¬)
As Drew mentioned (and I think I mentioned it in my first mail) you
need a condition which is on Create, because I guess what you want is:
When a ticket is created => add new/change requester
Also where are you getting your requester's email address from, you need
to define and give value to $CustomerEmailAddressRegards;
Regards;
Roy
Helmuth Ramirez wrote:
Thanks Roy for your help on this again. I did as you instructed, I am
not getting anything in the log. I am attaching a screenshot of my
scrip, just so its clear what it is I'm doing.
And believe me, it was not a silly question...Linux/RT/Perl is a new
world to me...there are no "obvious" questions in my book :-)
-Original Message-
From: Roy El-Hames [mailto:[EMAIL PROTECTED]
Sent: Thursday, January 11, 2007 8:30 AM
To: Helmuth Ramirez
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Notify Requestor on Requestor change
Hi Helmuth;
forgive me if this is a silly question but do you have a value for
$CustomerEmailAddress
you can check by adding debug statements in the scrips :
$RT::Logger->debug("my value for CustomerEmailAddress is
".$CustomerEmailAddress")
stick this just above the line:
$self->TicketObj->AddWatcher(Type=>'Requestor', Email =>
$CustomerEmailAddress);
and your custom action preparation code should end with
return 1;
Once you done this run a test and check your rt.log file if you do have
a value.
Regards;
Roy
Helmuth Ramirez wrote:
Hi all,
I finally got around to trying this out and was unfortunately
unsuccessful. Of course there is a VERY high likelihood I did
something
wrong. What I would like to accomplish is notify the new Requestor
when
we change Requestors manually on a ticket (that way they know they
have
a ticket open).
Based on Roy's e-mail below here is exactly what I did:
Go to New Scrip screen
Description: RequestorChange
Condition: -
Action: User Defined
Template:Global template: Autoreply
Stage: TransactionCreate
Custom Condition: blank
Custom action preparation code:
$self->TicketObj->AddWatcher(Type=>'Requestor', Email =>
$CustomerEmailAddress);
Custom action cleanup code: blank
Thanks everyone!
-Original Message-
From: Roy El-Hames [mailto:[EMAIL PROTECTED]
Sent: Friday, October 06, 2006 5:35 AM
To: Helmuth Ramirez
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Notify Requestor on Requestor change
Hi Hemuth;
I have n't RT available to me now but from memory; I *think* your
Condition should be on create with user defined action, I am not sure
how you'll want to grab the new requestor (ie the original customer
email address) , but when you do have it your custom action can be
something similar to:
$self->TicketObj->AddWatcher(Type=>'Requestor', Email =>
$CustomerEmailAddress);
If you want to remove the staff member requestor --who forwarded the
message-- you do :
$self->TicketObj->DeleteWatcher(Type=>'Requestor', Email =>
$StaffEmailAddress);
And then you set your template the Autoreply.
Possibly you'll need to delete the default scrip On Create AutoReply
to
requestor on Create
Good luck
Roy
Helmuth Ramirez wrote:
Hey guys,
I hate to be that guy that brings up old requests..but, can
someone give me some advice on this?
I'd really appreciate it.
Thanks everyone :)
-Original Message-
From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf Of
Helmuth
Ramirez
Sent: Thursday, September 28, 2006 5:27 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Notify Requestor on Requestor change
RE: [rt-users] Notify Requestor on Requestor change
After re-reading this several times (sorry, my hamsters aren't spinning their
wheels up to speed yet), I can now answer properly...I am not defining a value
for $CustomerEmailAddress. That is very likely because I don't know how :(
Every single condition is in that fancy drop down except On Requestor change ;)
-Original Message-
From: Roy El-Hames [mailto:[EMAIL PROTECTED]
Sent: Thursday, January 11, 2007 9:19 AM
To: Helmuth Ramirez
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Notify Requestor on Requestor change
Please do n't set an email notifier when mailing to the list .. we may
suspect you as a spammer :¬)
As Drew mentioned (and I think I mentioned it in my first mail) you
need a condition which is on Create, because I guess what you want is:
When a ticket is created => add new/change requester
Also where are you getting your requester's email address from, you need
to define and give value to $CustomerEmailAddressRegards;
Regards;
Roy
Helmuth Ramirez wrote:
> Thanks Roy for your help on this again. I did as you instructed, I am
> not getting anything in the log. I am attaching a screenshot of my
> scrip, just so its clear what it is I'm doing.
>
> And believe me, it was not a silly question...Linux/RT/Perl is a new
> world to me...there are no "obvious" questions in my book :-)
>
> -Original Message-
> From: Roy El-Hames [mailto:[EMAIL PROTECTED]
> Sent: Thursday, January 11, 2007 8:30 AM
> To: Helmuth Ramirez
> Cc: rt-users@lists.bestpractical.com
> Subject: Re: [rt-users] Notify Requestor on Requestor change
>
> Hi Helmuth;
> forgive me if this is a silly question but do you have a value for
> $CustomerEmailAddress
> you can check by adding debug statements in the scrips :
> $RT::Logger->debug("my value for CustomerEmailAddress is
> ".$CustomerEmailAddress")
> stick this just above the line:
>
> $self->TicketObj->AddWatcher(Type=>'Requestor', Email =>
> $CustomerEmailAddress);
>
> and your custom action preparation code should end with
> return 1;
>
> Once you done this run a test and check your rt.log file if you do have
> a value.
>
> Regards;
> Roy
>
> Helmuth Ramirez wrote:
>
>> Hi all,
>> I finally got around to trying this out and was unfortunately
>> unsuccessful. Of course there is a VERY high likelihood I did
>>
> something
>
>> wrong. What I would like to accomplish is notify the new Requestor
>>
> when
>
>> we change Requestors manually on a ticket (that way they know they
>>
> have
>
>> a ticket open).
>>
>> Based on Roy's e-mail below here is exactly what I did:
>>
>> Go to New Scrip screen
>> Description: RequestorChange
>> Condition: -
>> Action: User Defined
>> Template:Global template: Autoreply
>> Stage: TransactionCreate
>>
>> Custom Condition: blank
>>
>> Custom action preparation code:
>> $self->TicketObj->AddWatcher(Type=>'Requestor', Email =>
>> $CustomerEmailAddress);
>>
>> Custom action cleanup code: blank
>>
>>
>> Thanks everyone!
>>
>> -Original Message-
>> From: Roy El-Hames [mailto:[EMAIL PROTECTED]
>> Sent: Friday, October 06, 2006 5:35 AM
>> To: Helmuth Ramirez
>> Cc: rt-users@lists.bestpractical.com
>> Subject: Re: [rt-users] Notify Requestor on Requestor change
>>
>> Hi Hemuth;
>> I have n't RT available to me now but from memory; I *think* your
>> Condition should be on create with user defined action, I am not sure
>> how you'll want to grab the new requestor (ie the original customer
>> email address) , but when you do have it your custom action can be
>> something similar to:
>>
>> $self->TicketObj->AddWatcher(Type=>'Requestor', Email =>
>> $CustomerEmailAddress);
>>
>> If you want to remove the staff member requestor --who forwarded the
>> message-- you do :
>>
>> $self->TicketObj->DeleteWatcher(Type=>'Requestor', Email =>
>> $StaffEmailAddress);
>>
>> And then you set your template the Autoreply.
>> Possibly you'll need to delete the default scrip On Create AutoReply
>>
> to
>
>> requestor on Create
>> Good luck
>> Roy
>>
>> Helmuth Ramirez wrote:
>>
>>
>>> Hey guys,
>>> I hate to be that guy that brings up old requests..but, can
>>> someone give me some advice on this?
>>>
>>> I'd really appr
Re: [rt-users] Notify Requestor on Requestor change
Please do n't set an email notifier when mailing to the list .. we may
suspect you as a spammer :¬)
As Drew mentioned (and I think I mentioned it in my first mail) you
need a condition which is on Create, because I guess what you want is:
When a ticket is created => add new/change requester
Also where are you getting your requester's email address from, you need
to define and give value to $CustomerEmailAddressRegards;
Regards;
Roy
Helmuth Ramirez wrote:
Thanks Roy for your help on this again. I did as you instructed, I am
not getting anything in the log. I am attaching a screenshot of my
scrip, just so its clear what it is I'm doing.
And believe me, it was not a silly question...Linux/RT/Perl is a new
world to me...there are no "obvious" questions in my book :-)
-Original Message-
From: Roy El-Hames [mailto:[EMAIL PROTECTED]
Sent: Thursday, January 11, 2007 8:30 AM
To: Helmuth Ramirez
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Notify Requestor on Requestor change
Hi Helmuth;
forgive me if this is a silly question but do you have a value for
$CustomerEmailAddress
you can check by adding debug statements in the scrips :
$RT::Logger->debug("my value for CustomerEmailAddress is
".$CustomerEmailAddress")
stick this just above the line:
$self->TicketObj->AddWatcher(Type=>'Requestor', Email =>
$CustomerEmailAddress);
and your custom action preparation code should end with
return 1;
Once you done this run a test and check your rt.log file if you do have
a value.
Regards;
Roy
Helmuth Ramirez wrote:
Hi all,
I finally got around to trying this out and was unfortunately
unsuccessful. Of course there is a VERY high likelihood I did
something
wrong. What I would like to accomplish is notify the new Requestor
when
we change Requestors manually on a ticket (that way they know they
have
a ticket open).
Based on Roy's e-mail below here is exactly what I did:
Go to New Scrip screen
Description: RequestorChange
Condition: -
Action: User Defined
Template:Global template: Autoreply
Stage: TransactionCreate
Custom Condition: blank
Custom action preparation code:
$self->TicketObj->AddWatcher(Type=>'Requestor', Email =>
$CustomerEmailAddress);
Custom action cleanup code: blank
Thanks everyone!
-Original Message-
From: Roy El-Hames [mailto:[EMAIL PROTECTED]
Sent: Friday, October 06, 2006 5:35 AM
To: Helmuth Ramirez
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Notify Requestor on Requestor change
Hi Hemuth;
I have n't RT available to me now but from memory; I *think* your
Condition should be on create with user defined action, I am not sure
how you'll want to grab the new requestor (ie the original customer
email address) , but when you do have it your custom action can be
something similar to:
$self->TicketObj->AddWatcher(Type=>'Requestor', Email =>
$CustomerEmailAddress);
If you want to remove the staff member requestor --who forwarded the
message-- you do :
$self->TicketObj->DeleteWatcher(Type=>'Requestor', Email =>
$StaffEmailAddress);
And then you set your template the Autoreply.
Possibly you'll need to delete the default scrip On Create AutoReply
to
requestor on Create
Good luck
Roy
Helmuth Ramirez wrote:
Hey guys,
I hate to be that guy that brings up old requests..but, can
someone give me some advice on this?
I'd really appreciate it.
Thanks everyone :)
-Original Message-
From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf Of
Helmuth
Ramirez
Sent: Thursday, September 28, 2006 5:27 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Notify Requestor on Requestor change
Hi all,
In our environment it is common for us to forward an e-mail to RT
to
convert it into a ticket. Once it's a ticket we can change the
requestor (since by default it would be us). We do it like this to
avoid the cut and paste alternative.
So, with that said, is there a way tolet me rephrase that, I KNOW
RT
can do it, I just don't know how. We would like to change the
requestor
and upon doing so the new requestor be notified. I checked the
default
conditions, and they involve all the 'Change' items (Status,
Priority,
Owner, Queue) except Requestor :(
Any help would be REALLY appreciated.
Cheers!!
___
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
Community help: http://wiki.bestpractical.com
Commercial support: [EMAIL PROTECTED]
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
___
RE: [rt-users] Notify Requestor on Requestor change
Thanks Roy for your help on this again. I did as you instructed, I am
not getting anything in the log. I am attaching a screenshot of my
scrip, just so its clear what it is I'm doing.
And believe me, it was not a silly question...Linux/RT/Perl is a new
world to me...there are no "obvious" questions in my book :-)
-Original Message-
From: Roy El-Hames [mailto:[EMAIL PROTECTED]
Sent: Thursday, January 11, 2007 8:30 AM
To: Helmuth Ramirez
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Notify Requestor on Requestor change
Hi Helmuth;
forgive me if this is a silly question but do you have a value for
$CustomerEmailAddress
you can check by adding debug statements in the scrips :
$RT::Logger->debug("my value for CustomerEmailAddress is
".$CustomerEmailAddress")
stick this just above the line:
$self->TicketObj->AddWatcher(Type=>'Requestor', Email =>
$CustomerEmailAddress);
and your custom action preparation code should end with
return 1;
Once you done this run a test and check your rt.log file if you do have
a value.
Regards;
Roy
Helmuth Ramirez wrote:
> Hi all,
> I finally got around to trying this out and was unfortunately
> unsuccessful. Of course there is a VERY high likelihood I did
something
> wrong. What I would like to accomplish is notify the new Requestor
when
> we change Requestors manually on a ticket (that way they know they
have
> a ticket open).
>
> Based on Roy's e-mail below here is exactly what I did:
>
> Go to New Scrip screen
> Description: RequestorChange
> Condition: -
> Action: User Defined
> Template:Global template: Autoreply
> Stage: TransactionCreate
>
> Custom Condition: blank
>
> Custom action preparation code:
> $self->TicketObj->AddWatcher(Type=>'Requestor', Email =>
> $CustomerEmailAddress);
>
> Custom action cleanup code: blank
>
>
> Thanks everyone!
>
> -Original Message-
> From: Roy El-Hames [mailto:[EMAIL PROTECTED]
> Sent: Friday, October 06, 2006 5:35 AM
> To: Helmuth Ramirez
> Cc: rt-users@lists.bestpractical.com
> Subject: Re: [rt-users] Notify Requestor on Requestor change
>
> Hi Hemuth;
> I have n't RT available to me now but from memory; I *think* your
> Condition should be on create with user defined action, I am not sure
> how you'll want to grab the new requestor (ie the original customer
> email address) , but when you do have it your custom action can be
> something similar to:
>
> $self->TicketObj->AddWatcher(Type=>'Requestor', Email =>
> $CustomerEmailAddress);
>
> If you want to remove the staff member requestor --who forwarded the
> message-- you do :
>
> $self->TicketObj->DeleteWatcher(Type=>'Requestor', Email =>
> $StaffEmailAddress);
>
> And then you set your template the Autoreply.
> Possibly you'll need to delete the default scrip On Create AutoReply
to
> requestor on Create
> Good luck
> Roy
>
> Helmuth Ramirez wrote:
>
>> Hey guys,
>> I hate to be that guy that brings up old requests..buuuuut, can
>> someone give me some advice on this?
>>
>> I'd really appreciate it.
>>
>> Thanks everyone :)
>>
>> -Original Message-
>> From: [EMAIL PROTECTED]
>> [mailto:[EMAIL PROTECTED] On Behalf Of
Helmuth
>> Ramirez
>> Sent: Thursday, September 28, 2006 5:27 PM
>> To: rt-users@lists.bestpractical.com
>> Subject: [rt-users] Notify Requestor on Requestor change
>>
>> Hi all,
>> In our environment it is common for us to forward an e-mail to RT
to
>> convert it into a ticket. Once it's a ticket we can change the
>> requestor (since by default it would be us). We do it like this to
>> avoid the cut and paste alternative.
>>
>> So, with that said, is there a way tolet me rephrase that, I KNOW
>>
> RT
>
>> can do it, I just don't know how. We would like to change the
>>
> requestor
>
>> and upon doing so the new requestor be notified. I checked the
>>
> default
>
>> conditions, and they involve all the 'Change' items (Status,
Priority,
>> Owner, Queue) except Requestor :(
>>
>> Any help would be REALLY appreciated.
>>
>> Cheers!!
>> ___
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: [EMAIL PROTECTED]
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at
Re: [rt-users] Notify Requestor on Requestor change
Hi Helmuth;
forgive me if this is a silly question but do you have a value for
$CustomerEmailAddress
you can check by adding debug statements in the scrips :
$RT::Logger->debug("my value for CustomerEmailAddress is
".$CustomerEmailAddress")
stick this just above the line:
$self->TicketObj->AddWatcher(Type=>'Requestor', Email => $CustomerEmailAddress);
and your custom action preparation code should end with
return 1;
Once you done this run a test and check your rt.log file if you do have
a value.
Regards;
Roy
Helmuth Ramirez wrote:
Hi all,
I finally got around to trying this out and was unfortunately
unsuccessful. Of course there is a VERY high likelihood I did something
wrong. What I would like to accomplish is notify the new Requestor when
we change Requestors manually on a ticket (that way they know they have
a ticket open).
Based on Roy's e-mail below here is exactly what I did:
Go to New Scrip screen
Description: RequestorChange
Condition: -
Action: User Defined
Template:Global template: Autoreply
Stage: TransactionCreate
Custom Condition: blank
Custom action preparation code:
$self->TicketObj->AddWatcher(Type=>'Requestor', Email =>
$CustomerEmailAddress);
Custom action cleanup code: blank
Thanks everyone!
-Original Message-
From: Roy El-Hames [mailto:[EMAIL PROTECTED]
Sent: Friday, October 06, 2006 5:35 AM
To: Helmuth Ramirez
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Notify Requestor on Requestor change
Hi Hemuth;
I have n't RT available to me now but from memory; I *think* your
Condition should be on create with user defined action, I am not sure
how you'll want to grab the new requestor (ie the original customer
email address) , but when you do have it your custom action can be
something similar to:
$self->TicketObj->AddWatcher(Type=>'Requestor', Email =>
$CustomerEmailAddress);
If you want to remove the staff member requestor --who forwarded the
message-- you do :
$self->TicketObj->DeleteWatcher(Type=>'Requestor', Email =>
$StaffEmailAddress);
And then you set your template the Autoreply.
Possibly you'll need to delete the default scrip On Create AutoReply to
requestor on Create
Good luck
Roy
Helmuth Ramirez wrote:
Hey guys,
I hate to be that guy that brings up old requests..but, can
someone give me some advice on this?
I'd really appreciate it.
Thanks everyone :)
-Original Message-
From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf Of Helmuth
Ramirez
Sent: Thursday, September 28, 2006 5:27 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Notify Requestor on Requestor change
Hi all,
In our environment it is common for us to forward an e-mail to RT to
convert it into a ticket. Once it's a ticket we can change the
requestor (since by default it would be us). We do it like this to
avoid the cut and paste alternative.
So, with that said, is there a way tolet me rephrase that, I KNOW
RT
can do it, I just don't know how. We would like to change the
requestor
and upon doing so the new requestor be notified. I checked the
default
conditions, and they involve all the 'Change' items (Status, Priority,
Owner, Queue) except Requestor :(
Any help would be REALLY appreciated.
Cheers!!
___
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Community help: http://wiki.bestpractical.com
Commercial support: [EMAIL PROTECTED]
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___
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Community help: http://wiki.bestpractical.com
Commercial support: [EMAIL PROTECTED]
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
___
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Community help: http://wiki.bestpractical.com
Commercial support: [EMAIL PROTECTED]
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
RE: [rt-users] Notify Requestor on Requestor change
Hi all, I finally got around to trying this out and was unfortunately unsuccessful. Of course there is a VERY high likelihood I did something wrong. What I would like to accomplish is notify the new Requestor when we change Requestors manually on a ticket (that way they know they have a ticket open). Based on Roy's e-mail below here is exactly what I did: Go to New Scrip screen Description: RequestorChange Condition: - Action: User Defined Template:Global template: Autoreply Stage: TransactionCreate Custom Condition: blank Custom action preparation code: $self->TicketObj->AddWatcher(Type=>'Requestor', Email => $CustomerEmailAddress); Custom action cleanup code: blank Thanks everyone! -Original Message- From: Roy El-Hames [mailto:[EMAIL PROTECTED] Sent: Friday, October 06, 2006 5:35 AM To: Helmuth Ramirez Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Notify Requestor on Requestor change Hi Hemuth; I have n't RT available to me now but from memory; I *think* your Condition should be on create with user defined action, I am not sure how you'll want to grab the new requestor (ie the original customer email address) , but when you do have it your custom action can be something similar to: $self->TicketObj->AddWatcher(Type=>'Requestor', Email => $CustomerEmailAddress); If you want to remove the staff member requestor --who forwarded the message-- you do : $self->TicketObj->DeleteWatcher(Type=>'Requestor', Email => $StaffEmailAddress); And then you set your template the Autoreply. Possibly you'll need to delete the default scrip On Create AutoReply to requestor on Create Good luck Roy Helmuth Ramirez wrote: > Hey guys, > I hate to be that guy that brings up old requests..but, can > someone give me some advice on this? > > I'd really appreciate it. > > Thanks everyone :) > > -Original Message- > From: [EMAIL PROTECTED] > [mailto:[EMAIL PROTECTED] On Behalf Of Helmuth > Ramirez > Sent: Thursday, September 28, 2006 5:27 PM > To: rt-users@lists.bestpractical.com > Subject: [rt-users] Notify Requestor on Requestor change > > Hi all, > In our environment it is common for us to forward an e-mail to RT to > convert it into a ticket. Once it's a ticket we can change the > requestor (since by default it would be us). We do it like this to > avoid the cut and paste alternative. > > So, with that said, is there a way tolet me rephrase that, I KNOW RT > can do it, I just don't know how. We would like to change the requestor > and upon doing so the new requestor be notified. I checked the default > conditions, and they involve all the 'Change' items (Status, Priority, > Owner, Queue) except Requestor :( > > Any help would be REALLY appreciated. > > Cheers!! > ___ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: [EMAIL PROTECTED] > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > ___ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: [EMAIL PROTECTED] > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
RE: [rt-users] Notify Requestor on Requestor change
Thanks Roy! Thanks for the taking the time to tell me that. I'll do some testing on my end and see what I come up with! -Original Message- From: Roy El-Hames [mailto:[EMAIL PROTECTED] Sent: Friday, October 06, 2006 5:35 AM To: Helmuth Ramirez Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Notify Requestor on Requestor change Hi Hemuth; I have n't RT available to me now but from memory; I *think* your Condition should be on create with user defined action, I am not sure how you'll want to grab the new requestor (ie the original customer email address) , but when you do have it your custom action can be something similar to: $self->TicketObj->AddWatcher(Type=>'Requestor', Email => $CustomerEmailAddress); If you want to remove the staff member requestor --who forwarded the message-- you do : $self->TicketObj->DeleteWatcher(Type=>'Requestor', Email => $StaffEmailAddress); And then you set your template the Autoreply. Possibly you'll need to delete the default scrip On Create AutoReply to requestor on Create Good luck Roy Helmuth Ramirez wrote: > Hey guys, > I hate to be that guy that brings up old requests..but, can > someone give me some advice on this? > > I'd really appreciate it. > > Thanks everyone :) > > -Original Message- > From: [EMAIL PROTECTED] > [mailto:[EMAIL PROTECTED] On Behalf Of Helmuth > Ramirez > Sent: Thursday, September 28, 2006 5:27 PM > To: rt-users@lists.bestpractical.com > Subject: [rt-users] Notify Requestor on Requestor change > > Hi all, > In our environment it is common for us to forward an e-mail to RT to > convert it into a ticket. Once it's a ticket we can change the > requestor (since by default it would be us). We do it like this to > avoid the cut and paste alternative. > > So, with that said, is there a way tolet me rephrase that, I KNOW RT > can do it, I just don't know how. We would like to change the requestor > and upon doing so the new requestor be notified. I checked the default > conditions, and they involve all the 'Change' items (Status, Priority, > Owner, Queue) except Requestor :( > > Any help would be REALLY appreciated. > > Cheers!! > ___ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: [EMAIL PROTECTED] > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > ___ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: [EMAIL PROTECTED] > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Notify Requestor on Requestor change
Hi Hemuth; I have n't RT available to me now but from memory; I *think* your Condition should be on create with user defined action, I am not sure how you'll want to grab the new requestor (ie the original customer email address) , but when you do have it your custom action can be something similar to: $self->TicketObj->AddWatcher(Type=>'Requestor', Email => $CustomerEmailAddress); If you want to remove the staff member requestor --who forwarded the message-- you do : $self->TicketObj->DeleteWatcher(Type=>'Requestor', Email => $StaffEmailAddress); And then you set your template the Autoreply. Possibly you'll need to delete the default scrip On Create AutoReply to requestor on Create Good luck Roy Helmuth Ramirez wrote: Hey guys, I hate to be that guy that brings up old requests..but, can someone give me some advice on this? I'd really appreciate it. Thanks everyone :) -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Helmuth Ramirez Sent: Thursday, September 28, 2006 5:27 PM To: rt-users@lists.bestpractical.com Subject: [rt-users] Notify Requestor on Requestor change Hi all, In our environment it is common for us to forward an e-mail to RT to convert it into a ticket. Once it's a ticket we can change the requestor (since by default it would be us). We do it like this to avoid the cut and paste alternative. So, with that said, is there a way tolet me rephrase that, I KNOW RT can do it, I just don't know how. We would like to change the requestor and upon doing so the new requestor be notified. I checked the default conditions, and they involve all the 'Change' items (Status, Priority, Owner, Queue) except Requestor :( Any help would be REALLY appreciated. Cheers!! ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
RE: [rt-users] Notify Requestor on Requestor change
Hey guys, I hate to be that guy that brings up old requests..but, can someone give me some advice on this? I'd really appreciate it. Thanks everyone :) -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Helmuth Ramirez Sent: Thursday, September 28, 2006 5:27 PM To: rt-users@lists.bestpractical.com Subject: [rt-users] Notify Requestor on Requestor change Hi all, In our environment it is common for us to forward an e-mail to RT to convert it into a ticket. Once it's a ticket we can change the requestor (since by default it would be us). We do it like this to avoid the cut and paste alternative. So, with that said, is there a way tolet me rephrase that, I KNOW RT can do it, I just don't know how. We would like to change the requestor and upon doing so the new requestor be notified. I checked the default conditions, and they involve all the 'Change' items (Status, Priority, Owner, Queue) except Requestor :( Any help would be REALLY appreciated. Cheers!! ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
RE: [rt-users] Notify Requestor on Requestor change
Thanks Toby, that wouldn't be too bad, but then we'd have to be cognizant to do that with every message we forward as well as making this work with Outlook (yeah, we're an MS shop). Even setting the forwarding of e-mails to tickets aside, it would be a nice thing for us to be able to notify any new requestors they've been added to a ticket. -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Toby Darling Sent: Monday, October 02, 2006 7:18 AM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Notify Requestor on Requestor change Hi Helmuth > In our environment it is common for us to forward an e-mail to RT to > convert it into a ticket. Once it's a ticket we can change the > requestor (since by default it would be us). We do it like this to > avoid the cut and paste alternative. Depending on what email client you're using, you may be able to 'bounce' or 'redirect' email so that "the right thing (TM)" happens when RT gets the email in the first place - original sender is set as requestor and they get the autoresponse. I'm using Mail Redirect (http://mailredirect.mozdev.org/) with Thunderbird, and it's fine. Cheers Toby ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Notify Requestor on Requestor change
Hi Helmuth In our environment it is common for us to forward an e-mail to RT to convert it into a ticket. Once it's a ticket we can change the requestor (since by default it would be us). We do it like this to avoid the cut and paste alternative. Depending on what email client you're using, you may be able to 'bounce' or 'redirect' email so that "the right thing (TM)" happens when RT gets the email in the first place - original sender is set as requestor and they get the autoresponse. I'm using Mail Redirect (http://mailredirect.mozdev.org/) with Thunderbird, and it's fine. Cheers Toby ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Notify Requestor on Requestor change
Hi all, In our environment it is common for us to forward an e-mail to RT to convert it into a ticket. Once it's a ticket we can change the requestor (since by default it would be us). We do it like this to avoid the cut and paste alternative. So, with that said, is there a way tolet me rephrase that, I KNOW RT can do it, I just don't know how. We would like to change the requestor and upon doing so the new requestor be notified. I checked the default conditions, and they involve all the 'Change' items (Status, Priority, Owner, Queue) except Requestor :( Any help would be REALLY appreciated. Cheers!! ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
