Re: [rt-users] RT, and the priority flag in Outlook?
Ok, as a simple test, I made a custom template for correspondence named
Correspondence High Priority:
--
RT-Attach-Message: yes
X-Priority: 1 (Highest)
X-MSMail-Priority: High
{$Transaction-Content()}
--
Basically, I copied the Correspondence template and added the 2 X-priority
lines.
I added a custom scrip to my test queue to use the above template on
correspondence:
On Correspond Notify AdminCCs Correspondence High Priority
However, it doesn't set the flag. When I view the headers, I don't see the 2
lines at all. It's as if RT is stripping them off or not including them.
I do know the 2 lines will work to set the flag though, because I tested this
outside of RT by constructing an email with the 2 lines-- and it worked.
If I have other default scrips, such as On Correspond Notify AdminCCs
Correspondence, could that be taking priority and ignoring my custom scrip?
Here are the relevant headers I received from the above test, which do not
include the missing desired header lines:
==
Subject: [rt.foo.com #4142] test of priority
From: root via RT test...@foo.com
Reply-To: test...@foo.com
In-Reply-To: 20120815161345.aa311150...@rt.foo.com
References: rt-ticket-4...@foo.com 20120815161345.aa311150...@rt.foo.com
Message-ID: rt-3.8.8-15211-1345047226-799.4142-...@foo.com
Precedence: bulk
X-RT-Loop-Prevention: rt.foo.com
RT-Ticket: rt.foo.com #4142
Managed-by: RT 3.8.8 (http://www.bestpractical.com/rt/)
RT-Originator: r...@rt.foo.com
To: nob...@rt.foo.com
MIME-Version: 1.0
Content-Transfer-Encoding: 8bit
Content-Type: text/plain; charset=utf-8
X-RT-Original-Encoding: utf-8
Date: Wed, 15 Aug 2012 16:13:46 +
X-Scanned-By: MIMEDefang 2.56 on 192.81.123.24
Return-Path: apa...@rt.foo.com
X-OriginalArrivalTime: 15 Aug 2012 16:13:48.0488 (UTC)
FILETIME=[F3D87C80:01CD7B00] Wed Aug 15 16:13:46 2012: Request 4142 was acted
upon.
Re: [rt-users] RT, and the priority flag in Outlook?
On 08/15/2012 09:27 AM, Joseph Spenner wrote:
Ok, as a simple test, I made a custom template for correspondence named
Correspondence High Priority:
--
RT-Attach-Message: yes
X-Priority: 1 (Highest)
X-MSMail-Priority: High
{$Transaction-Content()}
--
Basically, I copied the Correspondence template and added the 2
X-priority lines.
I added a custom scrip to my test queue to use the above template on
correspondence:
On Correspond Notify AdminCCs Correspondence High Priority
You should see [info] log lines about this scrip triggering and sending
mail if it's supposed to fire.
However, it doesn't set the flag. When I view the headers, I don't see
the 2 lines at all. It's as if RT is stripping them off or not
including them.
RT doesn't strip those headers.
If I have other default scrips, such as On Correspond Notify AdminCCs
Correspondence, could that be taking priority and ignoring my custom scrip?
Nope, scrips are cumulative, they don't override each other.
Here are the relevant headers I received from the above test, which do
not include the missing desired header lines:
Those headers look like they're from RT's default On Create Notify
AdminCcs with Transaction scrip. Are you creating a ticket to test?
That's not a correspondence and so your priority scrip/template above
won't trigger.
Thomas
Re: [rt-users] RT, and the priority flag in Outlook?
From: Thomas Sibley t...@bestpractical.com
To: rt-users@lists.bestpractical.com
Sent: Wednesday, August 15, 2012 9:40 AM
Subject: Re: [rt-users] RT, and the priority flag in Outlook?
On 08/15/2012 09:27 AM, Joseph Spenner wrote:
Ok, as a simple test, I made a custom template for correspondence named
Correspondence High Priority:
--
RT-Attach-Message: yes
X-Priority: 1 (Highest)
X-MSMail-Priority: High
{$Transaction-Content()}
--
Basically, I copied the Correspondence template and added the 2
X-priority lines.
I added a custom scrip to my test queue to use the above template on
correspondence:
Here are the relevant headers I received from the above test, which do
not include the missing desired header lines:
Those headers look like they're from RT's default On Create Notify
AdminCcs with Transaction scrip. Are you creating a ticket to test?
That's not a correspondence and so your priority scrip/template above
won't trigger.
Thomas
===
Ah ha! Yes, I didn't think of that. You're right, and after I corresponded
(replied) to my ticket, the flag DID get set.
Thanks for spotting that one!
Re: [rt-users] RT, and the priority flag in Outlook?
On Wed, Aug 15, 2012 at 09:27:54AM -0700, Joseph Spenner wrote:
Ok, as a simple test, I made a custom template for correspondence named
Correspondence High Priority:
--
RT-Attach-Message: yes
X-Priority: 1 (Highest)
X-MSMail-Priority: High
{$Transaction-Content()}
--
Basically, I copied the Correspondence template and added the 2 X-priority
lines.
I added a custom scrip to my test queue to use the above template on
correspondence:
On Correspond Notify AdminCCs Correspondence High Priority
However, it doesn't set the flag. When I view the headers, I don't see the 2
lines at all. It's as if RT is stripping them off or not including them.
I do know the 2 lines will work to set the flag though, because I tested this
outside of RT by constructing an email with the 2 lines-- and it worked.
If I have other default scrips, such as On Correspond Notify AdminCCs
Correspondence, could that be taking priority and ignoring my custom scrip?
Here are the relevant headers I received from the above test, which do not
include the missing desired header lines:
==
Subject: [rt.foo.com #4142] test of priority
From: root via RT test...@foo.com
Reply-To: test...@foo.com
In-Reply-To: 20120815161345.aa311150...@rt.foo.com
References: rt-ticket-4...@foo.com 20120815161345.aa311150...@rt.foo.com
Message-ID: rt-3.8.8-15211-1345047226-799.4142-...@foo.com
Precedence: bulk
X-RT-Loop-Prevention: rt.foo.com
RT-Ticket: rt.foo.com #4142
Managed-by: RT 3.8.8 (http://www.bestpractical.com/rt/)
RT-Originator: r...@rt.foo.com
To: nob...@rt.foo.com
MIME-Version: 1.0
Content-Transfer-Encoding: 8bit
Content-Type: text/plain; charset=utf-8
X-RT-Original-Encoding: utf-8
Date: Wed, 15 Aug 2012 16:13:46 +
X-Scanned-By: MIMEDefang 2.56 on 192.81.123.24
Return-Path: apa...@rt.foo.com
X-OriginalArrivalTime: 15 Aug 2012 16:13:48.0488 (UTC)
FILETIME=[F3D87C80:01CD7B00] Wed Aug 15 16:13:46 2012: Request 4142 was acted
upon.
Does the Email message that RT records have the two headers? The problem could
be with
the MTA and not RT, if RT has them in its outgoing message.
Cheers,
Ken
[rt-users] RT, and the priority flag in Outlook?
Is there a way to create a ticket, or some code I can apply to my existing RT installation such that I can create a ticket in RT and have it display the priority ! in Outlook? I'm using RT 3.8.8. Thanks! __ If life gives you lemons, keep them-- because hey.. free lemons. ♥ Sticker fixer: http://microflush.org/stuff/stickers/heartFix.html
Re: [rt-users] RT, and the priority flag in Outlook?
On Tue, Aug 14, 2012 at 11:03:57AM -0700, Joseph Spenner wrote: Is there a way to create a ticket, or some code I can apply to my existing RT installation such that I can create a ticket in RT and have it display the priority ! in Outlook? I'm using RT 3.8.8. Thanks! Hi Joseph, I think you need to add one or more of the following mail headers to your template: X-Priority: 1 (Highest) X-MSMail-Priority: High They are what Outlook/Outlook Express use to determine a high priority message. Cheers, Ken
Re: [rt-users] RT, and the priority flag in Outlook?
From: k...@rice.edu k...@rice.edu To: Joseph Spenner joseph85...@yahoo.com Cc: RT- us...@lists.bestpractical.com rt-users@lists.bestpractical.com Sent: Tuesday, August 14, 2012 11:16 AM Subject: Re: [rt-users] RT, and the priority flag in Outlook? On Tue, Aug 14, 2012 at 11:03:57AM -0700, Joseph Spenner wrote: Is there a way to create a ticket, or some code I can apply to my existing RT installation such that I can create a ticket in RT and have it display the priority ! in Outlook? I'm using RT 3.8.8. I think you need to add one or more of the following mail headers to your template: X-Priority: 1 (Highest) X-MSMail-Priority: High They are what Outlook/Outlook Express use to determine a high priority message. === Ken, thanks for the info! Ideally, the user could set the priority value in the ticket during creation. I think I could intercept the email in /etc/aliases and insert those headers if a priority is exceeded. But how can I determine the priority (as set in RT) from the headers? Is there anything in the headers with RT priority info?
Re: [rt-users] RT, and the priority flag in Outlook?
On Tue, Aug 14, 2012 at 01:07:24PM -0700, Joseph Spenner wrote: From: k...@rice.edu k...@rice.edu To: Joseph Spenner joseph85...@yahoo.com Cc: RT- us...@lists.bestpractical.com rt-users@lists.bestpractical.com Sent: Tuesday, August 14, 2012 11:16 AM Subject: Re: [rt-users] RT, and the priority flag in Outlook? On Tue, Aug 14, 2012 at 11:03:57AM -0700, Joseph Spenner wrote: Is there a way to create a ticket, or some code I can apply to my existing RT installation such that I can create a ticket in RT and have it display the priority ! in Outlook? I'm using RT 3.8.8. I think you need to add one or more of the following mail headers to your template: X-Priority: 1 (Highest) X-MSMail-Priority: High They are what Outlook/Outlook Express use to determine a high priority message. === Ken, thanks for the info! Ideally, the user could set the priority value in the ticket during creation. I think I could intercept the email in /etc/aliases and insert those headers if a priority is exceeded. But how can I determine the priority (as set in RT) from the headers? Is there anything in the headers with RT priority info? You should probably add the headers conditionally when you send them from RT using conditional template code that checks for priority. Cheers, Ken
Re: [rt-users] RT, and the priority flag in Outlook?
If life gives you lemons, keep them-- because hey.. free lemons. ~heart~ Sticker fixer: http://microflush.org/stuff/stickers/heartFix.html From: k...@rice.edu k...@rice.edu To: Joseph Spenner joseph85...@yahoo.com Cc: RT- us...@lists.bestpractical.com rt-users@lists.bestpractical.com Sent: Tuesday, August 14, 2012 1:11 PM Subject: Re: [rt-users] RT, and the priority flag in Outlook? On Tue, Aug 14, 2012 at 01:07:24PM -0700, Joseph Spenner wrote: On Tue, Aug 14, 2012 at 11:03:57AM -0700, Joseph Spenner wrote: Is there a way to create a ticket, or some code I can apply to my existing RT installation such that I can create a ticket in RT and have it display the priority ! in Outlook? I'm using RT 3.8.8. I think you need to add one or more of the following mail headers to your template: X-Priority: 1 (Highest) X-MSMail-Priority: High They are what Outlook/Outlook Express use to determine a high priority message. === Ken, thanks for the info! Ideally, the user could set the priority value in the ticket during creation. I think I could intercept the email in /etc/aliases and insert those headers if a priority is exceeded. But how can I determine the priority (as set in RT) from the headers? Is there anything in the headers with RT priority info? You should probably add the headers conditionally when you send them from RT using conditional template code that checks for priority. Cheers, Ken Ken, not being a template code guru, I'm not sure where to begin. Are there some samples? Or if it's only a few lines could you provide? Thanks!
Re: [rt-users] RT, and the priority flag in Outlook?
On Tue, Aug 14, 2012 at 01:26:16PM -0700, Joseph Spenner wrote: Ken, thanks for the info! Ideally, the user could set the priority value in the ticket during creation. I think I could intercept the email in /etc/aliases and insert those headers if a priority is exceeded. But how can I determine the priority (as set in RT) from the headers? Is there anything in the headers with RT priority info? You should probably add the headers conditionally when you send them from RT using conditional template code that checks for priority. Cheers, Ken Ken, not being a template code guru, I'm not sure where to begin. Are there some samples? Or if it's only a few lines could you provide? Thanks! The Best Practical wiki is a good place to start: http://requesttracker.wikia.com/wiki/Template Cheers, Ken
