Re: [rt-users] Custom fields default values on mail gateway

[Diego Morales]

Someone in private pointed me to his book, and mentioned permissions. Then
I figured it out, dummy me. Of course, rights.

rt-mailgate "authenticates" as an user created out of the mails's FROM
address [1]. And that's an unprivileged user.

I tried several ways, and it only worked giving ModifyCustomField e
SeeCustomField rights to unprivileged users (I did this only for one
particular customfield I need the default to be set on arrival).

This seems like an excellent use case for the new SetInitialCustomField
right that came in 4.4.1, that would be more restricted, but setting or
unsetting it does not make any difference for my case. Can someone tip me
if this is a bug, feature request, or maybe still some wrong config of my
part?


[1]
https://docs.bestpractical.com/rt/4.4.1/RT/Interface/Email/Auth/MailFrom.html



Diego Morales
Fones: +55 51 3024-3568 | +55 11 4063-8864
Propus - TI alinhada a negócios
Service | Telecom | Tech | Data Science
www.propus.com.br


On Mon, Aug 29, 2016 at 7:15 PM, Diego Morales 
wrote:

> Hello,
>
> I am using RT 4.4.1, setting a default value for a Custom Field, and that
> seems to be ignored when the ticket is created via email (rt-mailgate).
>
> It does work when I create a ticket using the API, for example (via
> python-rt). I have logs on debug level and see no errors about it.
>
> Does anybody there confirm that? Or is it something in my setup? I tried
> disabling all plugins, and made no difference.
>
> Thanks in advance.
>
> Diego Morales
> Fones: +55 51 3024-3568 | +55 11 4063-8864
> Propus - TI alinhada a negócios
> Service | Telecom | Tech | Data Science
> www.propus.com.br
>
>
-
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] Custom fields default values on mail gateway

[Diego Morales]

Hello,

I am using RT 4.4.1, setting a default value for a Custom Field, and that
seems to be ignored when the ticket is created via email (rt-mailgate).

It does work when I create a ticket using the API, for example (via
python-rt). I have logs on debug level and see no errors about it.

Does anybody there confirm that? Or is it something in my setup? I tried
disabling all plugins, and made no difference.

Thanks in advance.

Diego Morales
Fones: +55 51 3024-3568 | +55 11 4063-8864
Propus - TI alinhada a negócios
Service | Telecom | Tech | Data Science
www.propus.com.br
-
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] custom fields default values

[Ruslan Zakirov]

On Thu, Feb 23, 2012 at 22:30, Matthias Henze li...@mhcsoftware.de wrote:
 Hi,

 I've created a custom field with two possible values which could by set
 using a drop down. No I want a default value to be set when a ticket is
 created by a mail sent in.

 I found this: http://requesttracker.wikia.com/wiki/DefaultCustomFieldValue

 And tried to put it in a scrip. No I'm unable to find a combination of
 conditions to set, so the scrip is triggered when a ticket is created by
 an incoming mail.

 What do I have to set for:

 Condition:
 Action:
 Template:
 Stage:

 And where to put the code:

 Custom condition:
 Custom action preparation code:
 Custom action cleanup code:

 Any hints?

http://requesttracker.wikia.com/wiki/CustomConditionSnippets#On_Create_and_variants

http://requesttracker.wikia.com/wiki/OnWebCorrespond




 TIA
 MH


 --

 MHC SoftWare GmbH
 Fichtera 17
 96274 Itzgrund/Germany

 voice: +49-(0)9533-92006-0
 fax: +49-(0)9533-92006-6
 e-mail: i...@mhcsoftware.de

 HR Coburg: B2242
 Geschäftsführer: Matthias Henze



 
 RT Training Sessions (http://bestpractical.com/services/training.html)
 * Boston  March 5  6, 2012



-- 
Best regards, Ruslan.

RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston  March 5  6, 2012

Re: [rt-users] custom fields default values

[Matthias Henze]

Thanks, pointed me to the right direction.

Am 24.02.2012 13:07, schrieb Ruslan Zakirov:
 http://requesttracker.wikia.com/wiki/CustomConditionSnippets#On_Create_and_variants
 
 http://requesttracker.wikia.com/wiki/OnWebCorrespond
 
 
 

 TIA
 MH


 --

 MHC SoftWare GmbH
 Fichtera 17
 96274 Itzgrund/Germany

 voice: +49-(0)9533-92006-0
 fax: +49-(0)9533-92006-6
 e-mail: i...@mhcsoftware.de

 HR Coburg: B2242
 Geschäftsführer: Matthias Henze



 
 RT Training Sessions (http://bestpractical.com/services/training.html)
 * Boston  March 5  6, 2012
 
 
 



-- 

MHC SoftWare GmbH
Fichtera 17  
96274 Itzgrund/Germany   

voice: +49-(0)9533-92006-0
fax: +49-(0)9533-92006-6
e-mail: i...@mhcsoftware.de

HR Coburg: B2242
Geschäftsführer: Matthias Henze




RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston  March 5  6, 2012

[rt-users] custom fields default values

[Matthias Henze]

Hi,

I've created a custom field with two possible values which could by set
using a drop down. No I want a default value to be set when a ticket is
created by a mail sent in.

I found this: http://requesttracker.wikia.com/wiki/DefaultCustomFieldValue

And tried to put it in a scrip. No I'm unable to find a combination of
conditions to set, so the scrip is triggered when a ticket is created by
an incoming mail.

What do I have to set for:

Condition:  
Action: 
Template:   
Stage:

And where to put the code:

Custom condition:   
Custom action preparation code:
Custom action cleanup code:

Any hints?

TIA
MH


-- 

MHC SoftWare GmbH
Fichtera 17  
96274 Itzgrund/Germany   

voice: +49-(0)9533-92006-0
fax: +49-(0)9533-92006-6
e-mail: i...@mhcsoftware.de

HR Coburg: B2242
Geschäftsführer: Matthias Henze




RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston  March 5  6, 2012