[rt-users] Change AutoResponse Global Template based on time of the day

--- Begin Message --- I have to modify the global template in RT so the AutoResponse via email is different during office hours and after hours. For Example at 9AM it should say Thank you for contacting Help-desk etc. , and at 5PM will say that the office is currently closed, all tickets will be lo

Re: [rt-users] Send email reminder fails with undefined value

I am finding that RT::Action::Notify is recording onto the history of the ticket. Is there a way to remove this? I am getting "root (RT) - Outgoing email recorded" entries everywhere. -- View this message in context: http://requesttracker.8502.n7.nabble.com/Send-email-reminder-fails-with-undef

Re: [rt-users] Send email reminder fails with undefined value

On Tue, Oct 14, 2014 at 11:22:57AM -0700, fleon wrote: > The NotifyActor documentation says that RT doesn't notify the person that > does an update, however IMHO cron should be exempted by default since you > don't usually run cron jobs in response of events (aren't scrips for that?). > No biggie s

Re: [rt-users] Send email reminder fails with undefined value

On Tue, Oct 14, 2014 at 11:30:31AM -0700, fleon wrote: > Kevin Falcone-2 wrote > > This reminder is for ticket #{$Target = > > $Ticket->RefersTo->First->TargetObj;$Target->Id}. > > BTW i still get Template parsing error: Can't call method "TargetObj" on an > undefined value at template line 3 with

Re: [rt-users] Send email reminder fails with undefined value

Kevin Falcone-2 wrote > This reminder is for ticket #{$Target = > $Ticket->RefersTo->First->TargetObj;$Target->Id}. BTW i still get Template parsing error: Can't call method "TargetObj" on an undefined value at template line 3 with that example so i am keeping just Ticket->Id to make it work. -

Re: [rt-users] Send email reminder fails with undefined value

My guess is that my problem was the NotifyActor setting as you say because i had already tried the example on the Reminders documentation but without that setting. The NotifyActor documentation says that RT doesn't notify the person that does an update, however IMHO cron should be exempted by def

[rt-users] [rt-announce] Last chance to sign up for our final 2014 training!

Hello! This is your last reminder to sign up for our final public RT training in 2014! We will be in the LA area, November 4-5. This training will introduce you to the new features in RT 4.2 as part of a comprehensive overview of RT. Whether you've been using Request Tracker for years or are a

Re: [rt-users] Auto Resolve Aged Tickets - Custom Email Template

On Fri, Oct 10, 2014 at 08:39:18AM -0700, wrender wrote: > Does anyone know how to auto resolve tickets after so many days, and email > out a custom template? https://bestpractical.com/docs/rt/latest/automating_rt.html#Auto-resolve-Aged-Tickets And the reminders doc has examples of sending email

Re: [rt-users] Handful of users showing up in owner dropdown but have no access

On Fri, Oct 10, 2014 at 01:47:59PM -0400, Mike Johnson wrote: > I look at the list of owners for a queue, and there are 5 users that show up > in > that list(that shouldn't be there), but when I go to their account, they > aren't > part of any groups, and they don't have any rights assigned to th

Re: [rt-users] RT::Extenstion::Timeline

On Sat, Oct 11, 2014 at 01:02:13AM +0300, Woody - Wild Things wrote: > Does anyone have any info regarding MIT/smile's timeline extension > (http://search.cpan.org/~htchapman/RTx-Timeline-0.03/lib/RT/Extension/Timeline.pm) > > It was a great feature for 3.x but seems to be not current with 4.x W

Re: [rt-users] Send email reminder fails with undefined value

On Tue, Oct 14, 2014 at 07:16:47AM -0700, fleon wrote: > Revisar el ticket #{$Target->Id} y resolver de ser posible. > > {RT->Config->Get('WebURL')}Ticket/Display.html?id={$Target->Id} > > I understand the error, it doesn't like $Target->Id, i guess it isn't > available at that moment, but that t

Re: [rt-users] CC answering ticket issue

On Tue, Oct 14, 2014 at 12:56:28PM +, Cedric Pages wrote: > After investigating, I figure it out that, when I create a ticket by sending > an > email to supp...@ourcompany.com and set other email addresses under Cc, the > ticket is well created and I’m the requestor but the Cc persons of my em

Re: [rt-users] Send email reminder fails with undefined value

I had to put this on the template: To:{$Ticket->OwnerObj->EmailAddress} Otherwise no email would get sent. However, i would think a better approach is to not have to hardcode the owner to the template and pass it as a argument to rt-crontool so i can reuse the template and have other cron jobs n

Re: [rt-users] Send email reminder fails with undefined value

Another change, with another module: i changed rt-crontool to: /opt/rt4/bin/rt-crontool --search RT::Search::FromSQL --search-arg "Queue = 'apoyo' AND Owner != 'Nobody' AND ( Status = 'open' OR Status = 'new' ) AND Created < '1 day ago'" --action RT::Action::Notify --action-arg 'Owner' --templat

[rt-users] Fwd: Request tracker, time worked

I'm quite new at using RT and this product looks to me just amazing: ticket management, Asset management, article management. Powerfull and versatile, in my humble opinion. It seems that RT could also be utilized to keep track of time worked on specific tickets, and even bill (with 2 extensions) c

Re: [rt-users] Send email reminder fails with undefined value

If i change --action RT::Action::SendMail to --action RT::Action::RecordComment then the template gets ignored and a scrip gets called that uses its own template and then i get mail. However i don't want to record a comment, i just want mail to get sent, otherwise the tickets will get swamped with

[rt-users] RT Lifecycles Problem

Hi List, not sure if this is a bug or if I'm to stupid. Following Setup. Default Lifecycle: new, open, stalled, rejected, resolved, deleted Special Lifecycle: new, open, development, testing, accepted, rejected, resolved, deleted Queue Setup: Lifecycle: Special Lifecycle Queue Rights: Group: Q

[rt-users] Send email reminder fails with undefined value

I am having issues when using rt-crontool to send emails /opt/rt4/bin/rt-crontool --search RT::Search::FromSQL --search-arg '(Status = "open" or Status = "new")' --action RT::Action::SendEmail --action-arg Owner --transaction first --template 'Recordatorio') Error: Template parsing error: Can'

Re: [rt-users] CC answering ticket issue

Thanks Ryan, After investigating, I figure it out that, when I create a ticket by sending an email to supp...@ourcompany.com and set other email addresses under Cc, the ticket is well created and I’m the requestor but the Cc persons of my email are not automatical