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"
> Reply-To: test...@foo.com
> In-Reply-To: <20120815161345.aa311150...@rt.foo.com>
> References: <20120815161345.aa311150...@rt.foo.com>
> Message-ID:
> 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
Re: [rt-users] RT, and the "priority" flag in Outlook?
From: Thomas Sibley
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 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
>
> {$Transaction->Content()}
> --
>
> Basically, I copied the "Correspondence" template and added the 2
> X-priority lines.
> I added a custom scrip to my test queue to use the above template on
> correspondence:
>
> On Correspond Notify AdminCCs Correspondence High Priority
You should see [info] log lines about this scrip triggering and sending
mail if it's supposed to fire.
> However, it doesn't set the flag. When I view the headers, I don't see
> the 2 lines at all. It's as if RT is stripping them off or not
> including them.
RT doesn't strip those headers.
> If I have other default scrips, such as "On Correspond Notify AdminCCs
> Correspondence", could that be taking priority and ignoring my custom scrip?
Nope, scrips are cumulative, they don't override each other.
> Here are the relevant headers I received from the above test, which do
> not include the missing desired header lines:
Those headers look like they're from RT's default On Create Notify
AdminCcs with Transaction scrip. Are you creating a ticket to test?
That's not a correspondence and so your priority scrip/template above
won't trigger.
Thomas
Re: [rt-users] RT, and the "priority" flag in Outlook?
Ok, as a simple test, I made a custom template for correspondence named
Correspondence High Priority:
--
RT-Attach-Message: yes
X-Priority: 1 (Highest)
X-MSMail-Priority: High
{$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"
Reply-To: test...@foo.com
In-Reply-To: <20120815161345.aa311150...@rt.foo.com>
References: <20120815161345.aa311150...@rt.foo.com>
Message-ID:
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 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
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" To: Joseph Spenner Cc: "RT- us...@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 01:07:24PM -0700, Joseph Spenner wrote: > > > From: "k...@rice.edu" > To: Joseph Spenner > Cc: "RT- us...@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?
From: "k...@rice.edu" To: Joseph Spenner Cc: "RT- us...@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 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
