Re: [rt-users] Get the selected value of a CustomField with a Script

Hello Kenn, Tanks, code work good ! Have a nice Day ! Marco. From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kenneth Crocker Sent: Tuesday, September 07, 2010 6:16 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Get

[rt-users] Re-directing mails/requests sent to the wrong RT Queue

Hi there, This is more of a "can you do this with RT?" kind of question. Scenario: 1. Someone external (Joe Bloggs) sends an e-mail requesting a service to Operations at blah dot net. 2. The ticket ends up in the Operations RT queue. 3. Operations does not provide this service, therefore need to

Re: [rt-users] Chose Scrip order?

On Tue, Sep 07, 2010 at 11:38:08AM -0400, Jeff Blaine wrote: > On 9/1/2010 4:40 PM, Jeff Blaine wrote: > >Is there any way to prioritize Scrips? Or perhaps someone > >can suggest something else based on the following? > So, no? :) If you did not receive this reply http://lists.bestpractical.com/p

[rt-users] Assign child ticket to a separate queue?

Using RT 3.8.7 and trying to configure so that it will support the following workflow: Need: Team A create tickets for team B to take action Keep team B's access restricted to just those tickets that team opened for their action Keep statistics for Team A clean (i.e. number of tickets in Team A

Re: [rt-users] Assign child ticket to a separate queue?

On Wed, Sep 08, 2010 at 08:55:01AM -0400, Ciancetta, Barbara J. wrote: > > >However trying to create a child ticket and assign it to a separate queue >in our dev environment doesn't seem possible. Does anyone know if this is >possible? Please help. > > you have to patch a little

Re: [rt-users] Assign child ticket to a separate queue?

On Wed, 2010-09-08 at 08:55 -0400, Ciancetta, Barbara J. wrote: > However trying to create a child ticket and assign it to a separate > queue in our dev environment doesn’t seem possible. Does anyone know > if this is possible? Please help. Yes, it's possible. Check the obvious first, such as pe

Re: [rt-users] Assign child ticket to a separate queue?

On Wed, Sep 08, 2010 at 08:33:48AM -0430, Luis E. Muñoz wrote: > On Wed, 2010-09-08 at 08:55 -0400, Ciancetta, Barbara J. wrote: > > However trying to create a child ticket and assign it to a separate > > queue in our dev environment doesn’t seem possible. Does anyone know > > if this is possible?

[rt-users] Set Owner by Requestor Organization?

Hi, I'm trying to achieve this using a chopped version of http://wiki.bestpractical.com/view/SetOwnerAndQueueBySubject and some wisdom clipped from elsewhere in the wiki (some of the scrips pages, I forget exactly which), and here is what I have: Condition: On Create Action: User defined Template

[rt-users] Mandatory Subject - EMail

I have seen the RT-Extension-MandatorySubject plugin and this is great for opening tickets via the web interface. However, my company opens at least 90% of its tickets via email. Is there anything out that can enforce mandatory subjects on tickets opened via email? -- Peter Barton RT

Re: [rt-users] Mandatory Subject - EMail

Peter, > > I have seen the RT-Extension-MandatorySubject plugin and this is great for > opening tickets via the web interface. However, my company opens at least > 90% of its tickets via email. Is there anything out that can enforce > mandatory subjects on tickets opened via email? > How wou

Re: [rt-users] Mandatory Subject - EMail

>> >> I have seen the RT-Extension-MandatorySubject plugin and this is great for >> opening tickets via the web interface. However, my company opens at least >> 90% of its tickets via email. Is there anything out that can enforce >> mandatory subjects on tickets opened via email? >> >How woul

Re: [rt-users] Mandatory Subject - EMail

On Wed, Sep 08, 2010 at 09:16:11AM -0500, Peter Barton wrote: > >> > I would actually like to bounce the email back notifying the sender that > the subject is required. > You can hack lib/RT/Interface/Email.pm::Gateway, add a test on $Subject after the test of $Authstat and use MailError in the

Re: [rt-users] Mandatory Subject - EMail

On Wed, Sep 08, 2010 at 09:16:11AM -0500, Peter Barton wrote: > >> > >> I have seen the RT-Extension-MandatorySubject plugin and this is > great for > >> opening tickets via the web interface. However, my company opens at > least > >> 90% of its tickets via email. Is there anything out that can

Re: [rt-users] Mandatory Subject - EMail

On 09/08/2010 10:16 AM, Peter Barton wrote: I have seen the RT-Extension-MandatorySubject plugin and this is great for opening tickets via the web interface. However, my company opens at least 90% of its tickets via email. Is there anything out that can enforce mandatory subjects on ticket

Re: [rt-users] Mandatory Subject - EMail

On Wed, Sep 08, 2010 at 10:41:32AM -0400, Jason A. Smith wrote: > On 09/08/2010 10:16 AM, Peter Barton wrote: I have seen the RT-Extension-MandatorySubject plugin and this is >> great for opening tickets via the web interface. However, my company opens at >> least 90% of its ti

Re: [rt-users] Mandatory Subject - EMail

On Wed, 8 Sep 2010 09:04:35 -0500 "Peter Barton" wrote: > I have seen the RT-Extension-MandatorySubject plugin and this is > great for opening tickets via the web interface. However, my company > opens at least 90% of its tickets via email. Is there anything out > that can enforce mandatory sub

Re: [rt-users] Set Owner by Requestor Organization?

On 9/8/2010 9:24 AM, Steven Platt wrote: Hi, I'm trying to achieve this using a chopped version of http://wiki.bestpractical.com/view/SetOwnerAndQueueBySubject and some wisdom clipped from elsewhere in the wiki (some of the scrips pages, I forget exactly which), and here is what I have: Condi

Re: [rt-users] Set Owner by Requestor Organization?

Steven, I don't know if this idea will help, but we use a Custom Field we call "CFO-Org" and when someone sends in an email, CommandByMail allows us to set that field and we use that value against an array of possible values in a scrip to set the owner for the ticket. It's a variation of using a v

Re: [rt-users] Mandatory Subject - EMail

On 09/08/2010 10:48 AM, Kenneth Marshall wrote: In principle, an informative bounce is okay. Unfortunately, it can be taken advantage of by unscrupulous mailers to send SPAM messages to other E-mail addresses with the consequent impact to your mail reputation and ability to send E-mail from your

Re: [rt-users] Assign child ticket to a separate queue?

Ciancetta, Yes, it is possible. Currently, when you click the "Create" button to create a child ticket, RT automatically puts the Queue from the parent ticket as the Queue where the child ticket will be created. That's a problem and I'm sure in 3.10, they will allow a manual override similar to th

Re: [rt-users] Re-directing mails/requests sent to the wrong RT Queue

Tom, This can be done. We do it with a scrip that evaluates the "From" email address and sets the ticket owner and Queue based on that value. Kenn LBNL On Wed, Sep 8, 2010 at 2:17 AM, Tom Sylwestrowicz wrote: > Hi there, > > This is more of a "can you do this with RT?" kind of question. > > S

Re: [rt-users] Mandatory Subject - EMail

On Wed, Sep 08, 2010 at 11:19:35AM -0400, Jason A. Smith wrote: > On 09/08/2010 10:48 AM, Kenneth Marshall wrote: >> >> In principle, an informative bounce is okay. Unfortunately, it can >> be taken advantage of by unscrupulous mailers to send SPAM messages >> to other E-mail addresses with the con

[rt-users] RT for Mobile Devices 0.9

I'm having problem with this. I'm running RT 3.8.4 with Mobile 0.97 Blackberry Curve 8310 login http://{myserver:port}/rt3 goes to Login page ->http://{myserver:port}/rt3/m enter user/pwd goes to Login page ->http://{myserver:port}/rt3/m/index.html

[rt-users] Adding the name of the user entering a comment in the web interface to the template that is used to send an email to CCs

Please forgive my ignorance. I've been searching through the wiki to try and figure out how to do this, but I'm struggling with the documentation. I'm trying to create a script that is triggered when someone comments on a ticket in the web UI that will send to the CCs for that queue the content

[rt-users] Adding the name of the user entering a comment in the web interface to the template that is used to send an email to CCs

Please forgive my ignorance. I've been searching through the wiki to try and figure out how to do this, but I'm struggling with the documentation. I'm trying to create a script that is triggered when someone comments on a ticket in the web UI that will send to the CCs for that queue the content

Re: [rt-users] Adding the name of the user entering a comment in the web interface to the template that is used to send an email to CCs

For example this: { $Transaction->CreatorObj->RealName } Take a look in the wiki, there are more examples: http://wiki.bestpractical.com/view/TemplateSnippets -Chris Am 08.09.2010 20:30, schrieb Matthew Larsen: > Please forgive my ignorance. I’ve been searching through the wiki to > try and fig

[rt-users] Usage with FirstClass

I was curious if anyone is using RT with the FirstClass Mail server from Open Text If so how are you integrating RT into the email path etc? I am mostly familiar with Exchange but the school I am at is moving towards using RT but they have FirstClass. --- Vance Walsh Network and Systems Adminis

[rt-users] RT links to other Web Apps

To list, I have been given the job of finding a way to allow RT users the ability to link to other Web Apps while in RT. For example, I am creating a ticket and when I do create/see a window/link for another Web App (REST??) where I can enter some of the RT info into that App. Has anyone ever don

Re: [rt-users] Adding the name of the user entering a comment in the web interface to the template that is used to send an email to CCs

> For example this: > { $Transaction->CreatorObj->RealName } > > Take a look in the wiki, there are more examples: > http://wiki.bestpractical.com/view/TemplateSnippets > > -Chris Thank you for this. That's what I was looking for. This comes back to me trying to get familiar with the documenta

Re: [rt-users] Adding the name of the user entering a comment in the web interface to the template that is used to send an email to CCs

You can take a look in the wiki or in this files: lib/RT/Ticket.pm lib/RT/Ticket_Overlay.pm lib/RT/Transaction.pm lib/RT/Transaction_Overlay.pm -Chris Am 08.09.2010 22:40, schrieb Matthew Larsen: > Thank you for this. That's what I was looking for. > > This comes back to me trying to get famili

Re: [rt-users] Adding the name of the user entering a comment in the web interface to the template that is used to send an email to CCs

On 09/08/2010 03:33 PM, Christian Loos wrote: For example this: { $Transaction->CreatorObj->RealName } Although this may work in this and most other cases, I don't think it will work in every case. For example, I wanted to add something like it to our Forward template, but when doing the for

[rt-users] RT log has Group Error

To List, I'm getting an error on my log file that I don't understand. [Wed Sep 8 22:30:44 2010] [error]: Group::HasMember was called with an argument that isn't an RT::Principal or id. It's (undefined) (/opt/rt3/bin/../lib/RT/Group_Overlay.pm:1046) Does anyone know how this error is specificall