doh! nothing in docs…
i’ve pieced together something in etc/insertdata. i tried to add the
Action i wrote into that file, but it doesn’t show up as a drop down
menu option in the Queues/Scripts webpage. am i also supposed to jump
into mysql and add my new Action there? help! has anyone done this…
john.
doh! nothing in docs…
i’ve pieced together something in etc/insertdata. i tried to add the
Action i wrote into that file, but it doesn’t show up as a drop down
menu option in the Queues/Scripts webpage. am i also supposed to jump
into mysql and add my new Action there? help! has anyone done this…john.
I’m in the same situation. It would seem to be the answer to a lot of the
stuff I need RT to do, but unfortunately is almost completely undocumented.
yeah i found the insert_condition.pl from the contrib section. had some
trouble on friday changing it to insert_action… looks like it makes
some DB connection and adds a row to the ScripActions table… will have
to look at it more today… i’ll let you know what i find.
johnOn Sat, 2001-12-08 at 10:12, Damian Gerow wrote:
doh! nothing in docs…
i’ve pieced together something in etc/insertdata. i tried to add the
Action i wrote into that file, but it doesn’t show up as a drop down
menu option in the Queues/Scripts webpage. am i also supposed to jump
into mysql and add my new Action there? help! has anyone done this…john.
I’m in the same situation. It would seem to be the answer to a lot of the
stuff I need RT to do, but unfortunately is almost completely undocumented.Try checking out the contributions and addons – there’s an
insert.pl that should show you how to do it.
So I have RT 2.0.9 up and running superbly (debian rocks). But I have some
questions for the group on using RT efficiently. I have the following global
scrips setup:
OnCorrespond NotifyRequestors with template Correspondence
OnCreate NotifyAdminCcs with template Transaction
When a new message comes into support a message is sent to the people I have
designated as AdminCCs for the queue saying that there is a new ticket. One
of them then logs into RT, Takes, Opens and Replies to the ticket. Here is
where the problem comes in; if the requestor than replies to the reply, the
ticket owner never finds out about this. He/she has to periodically go in
and read each one of his/her tickets to see if any correspondance has
arrived on it.
It would be very valuable to me (and many other probably) to get some
submissions on how different organizations are using RT. Specifically:
when does someone take a ticket?
when do they change a ticket from new to open?
when do you resolve a ticket?
how do you have your scrips setup?
Thank you to anyone who answers.
Jeremy Freeman
Chief Technical Engineer
Sporg Internet Corporation
“JF” == Jeremy Freeman j.freeman@sporg.com writes:
JF> ticket owner never finds out about this. He/she has to periodically go in
JF> and read each one of his/her tickets to see if any correspondance has
JF> arrived on it.
add: OnCorrespond NotifyAllWatchers with template Correspondence
JF> It would be very valuable to me (and many other probably) to get some
JF> submissions on how different organizations are using RT. Specifically:
JF> when does someone take a ticket?
When they are going to work on it and be responsible for it.
JF> when do they change a ticket from new to open?
When they start work on it.
JF> when do you resolve a ticket?
When the problem is resolved or the requested followup info doesn’t
come in for a long time (say 3 weeks).
JF> how do you have your scrips setup?
OnCreate NotifyAdminCcs with template Transaction
OnCorrespond NotifyAllWatchers with template Correspondence
OnCreate AutoreplyToRequestors with template General: Autoreply
OnComment NotifyAdminCcsAsComment with template AdminComment
We use a custom auto-reply per queue, since we include a mini-faq for
the most most most F of Qs per contact area.
We used to have an onresolve scrip but that caused most people to say
“thank you” which then re-opened the ticket, and ended us into a
nice cycle whereby we couldn’t close the tickets 
JF> Thank you to anyone who answers.
Lose the HTML.
Jeremy,
This is what we use for our scrips:
OnResolve NotifyRequestors Resolved
OnCorrespond NotifyRequestorsAndCcs Correspondence
OnCreate AutoreplyToRequestors Autoreply
OnCorrespond NotifyOwner AdminCorrespondence
OnComment NotifyOwnerAsComment AdminComment
I think you have a missing OnCorrespond for your Owners. 
John-----Original Message-----
From: rt-users-admin@lists.fsck.com [mailto:rt-users-admin@lists.fsck.com]On
Behalf Of Jeremy Freeman
Sent: Monday, December 10, 2001 2:00 PM
To: rt-users@lists.fsck.com
Subject: [rt-users] Best practices?
So I have RT 2.0.9 up and running superbly (debian rocks). But I have some
questions for the group on using RT efficiently. I have the following global
scrips setup:
OnCorrespond NotifyRequestors with template Correspondence
OnCreate NotifyAdminCcs with template Transaction
When a new message comes into support a message is sent to the people I have
designated as AdminCCs for the queue saying that there is a new ticket. One
of them then logs into RT, Takes, Opens and Replies to the ticket. Here is
where the problem comes in; if the requestor than replies to the reply, the
ticket owner never finds out about this. He/she has to periodically go in
and read each one of his/her tickets to see if any correspondance has
arrived on it.
It would be very valuable to me (and many other probably) to get some
submissions on how different organizations are using RT. Specifically:
when does someone take a ticket?
when do they change a ticket from new to open?
when do you resolve a ticket?
how do you have your scrips setup?
Thank you to anyone who answers.
Jeremy Freeman
Chief Technical Engineer
Sporg Internet Corporation
It would be very valuable to me (and many other probably) to get some
submissions on how different organizations are using RT. Specifically:when does someone take a ticket?
when do they change a ticket from new to open?
when do you resolve a ticket?
how do you have your scrips setup?
Here, we have one person who’s assigned to do ticket triage when
tickets come in. That person assigns a ticket to someone
and changes the ticket from new to open. The new owner of the
ticket works on the problem and then either closes the ticket
or corresponds with the requestor to make sure the problem’s
fixed before closing the ticket.
(This is internal company support for us.)
srl
Shane Landrum (srl AT boston DOT com) Software Engineer, boston.com