Altering a new ticket's subject

Dan_Thomson · March 20, 2009, 8:38pm

Hey all,

I’ve been playing with RT recently and I’ve been charged with making
small automatic modifications to a ticket’s Subject field upon
reception of an email. I’m trying to do this in the least invasive way
possible, but I can’t figure out how to do this without making
modifications to the actual RT code base.

What I’m doing presently is making use of the “Pre” callback in
mail-gateway to add some tags to the message subject line, then
returning the modification to $ARGS{‘message’}.

eg.

   diff -Nur rt-3.6.1/html/REST/1.0/NoAuth/mail-gateway

rt-3.6.1-subjecttags/html/REST/1.0/NoAuth/mail-gateway
— rt-3.6.1/html/REST/1.0/NoAuth/mail-gateway 2009-03-20
14:10:23.000000000 -0400
+++ rt-3.6.1-subjecttags/html/REST/1.0/NoAuth/mail-gateway
2009-03-20 14:10:46.000000000 -0400
@@ -52,7 +52,11 @@
$ticket => undef
</%ARGS>
<%init>
-$m->comp(’/Elements/Callback’, _CallbackName => ‘Pre’, %ARGS);
+my %argsTmp = $m->comp(’/Elements/Callback’, _CallbackName =>
‘Pre’, %ARGS);
+if($argsTmp{‘message’})
+{
+ $ARGS{‘message’} = $argsTmp{‘message’};
+}
use RT::Interface::Email (); # It’s an exporter, but we don’t care
$r->content_type(‘text/plain; charset=utf-8’);
$m->error_format(‘text’);

There’s gotta be a better way, but I don’t know the code well enough
myself. Can anybody point me in the right direction here? I’m
presently using version 3.6.1 (I know, I know, I know :)). Any help
would be appreciated.

Thanks,

Dan Thomson

Jesse_Vincent · March 23, 2009, 2:12pm

Dan,

I’d recommend an RT::Interface::Plugin

You can set the plugins you want in your RT_SiteConfig and the plugins
can massage messages before RT touches them.On Fri, Mar 20, 2009 at 04:38:29PM -0400, Dan Thomson wrote:

Hey all,

I’ve been playing with RT recently and I’ve been charged with making
small automatic modifications to a ticket’s Subject field upon
reception of an email. I’m trying to do this in the least invasive way
possible, but I can’t figure out how to do this without making
modifications to the actual RT code base.

What I’m doing presently is making use of the “Pre” callback in
mail-gateway to add some tags to the message subject line, then
returning the modification to $ARGS{‘message’}.

eg.
   diff -Nur rt-3.6.1/html/REST/1.0/NoAuth/mail-gateway
rt-3.6.1-subjecttags/html/REST/1.0/NoAuth/mail-gateway
— rt-3.6.1/html/REST/1.0/NoAuth/mail-gateway 2009-03-20
14:10:23.000000000 -0400
+++ rt-3.6.1-subjecttags/html/REST/1.0/NoAuth/mail-gateway
2009-03-20 14:10:46.000000000 -0400
@@ -52,7 +52,11 @@
$ticket => undef
</%ARGS>
<%init>
-$m->comp(‘/Elements/Callback’, _CallbackName => ‘Pre’, %ARGS);
+my %argsTmp = $m->comp(‘/Elements/Callback’, _CallbackName =>
‘Pre’, %ARGS);
+if($argsTmp{‘message’})
+{
+ $ARGS{‘message’} = $argsTmp{‘message’};
+}
use RT::Interface::Email (); # It’s an exporter, but we don’t care
$r->content_type(‘text/plain; charset=utf-8’);
$m->error_format(‘text’);

There’s gotta be a better way, but I don’t know the code well enough
myself. Can anybody point me in the right direction here? I’m
presently using version 3.6.1 (I know, I know, I know :)). Any help
would be appreciated.

Thanks,

–
Dan Thomson

List info: The rt-devel Archives

Dan_Thomson · March 23, 2009, 3:15pm

Ah! Can’t believe I missed that RawMessageRef argument. This is
exactly what I need.

Thanks!2009/3/23 Jesse Vincent jesse@bestpractical.com:

Dan,

I’d recommend an RT::Interface::Plugin

You can set the plugins you want in your RT_SiteConfig and the plugins
can massage messages before RT touches them.

On Fri, Mar 20, 2009 at 04:38:29PM -0400, Dan Thomson wrote:
Hey all,

I’ve been playing with RT recently and I’ve been charged with making
small automatic modifications to a ticket’s Subject field upon
reception of an email. I’m trying to do this in the least invasive way
possible, but I can’t figure out how to do this without making
modifications to the actual RT code base.

What I’m doing presently is making use of the “Pre” callback in
mail-gateway to add some tags to the message subject line, then
returning the modification to $ARGS{‘message’}.

eg.
   diff -Nur rt-3.6.1/html/REST/1.0/NoAuth/mail-gateway
rt-3.6.1-subjecttags/html/REST/1.0/NoAuth/mail-gateway
— rt-3.6.1/html/REST/1.0/NoAuth/mail-gateway 2009-03-20
14:10:23.000000000 -0400
+++ rt-3.6.1-subjecttags/html/REST/1.0/NoAuth/mail-gateway
2009-03-20 14:10:46.000000000 -0400
@@ -52,7 +52,11 @@
$ticket => undef
</%ARGS>
<%init>
-$m->comp(‘/Elements/Callback’, _CallbackName => ‘Pre’, %ARGS);
+my %argsTmp = $m->comp(‘/Elements/Callback’, _CallbackName =>
‘Pre’, %ARGS);
+if($argsTmp{‘message’})
+{
+ $ARGS{‘message’} = $argsTmp{‘message’};
+}
use RT::Interface::Email (); # It’s an exporter, but we don’t care
$r->content_type(‘text/plain; charset=utf-8’);
$m->error_format(‘text’);

There’s gotta be a better way, but I don’t know the code well enough
myself. Can anybody point me in the right direction here? I’m
presently using version 3.6.1 (I know, I know, I know :)). Any help
would be appreciated.

Thanks,

–
Dan Thomson

List info: The rt-devel Archives
–

Dan Thomson

Dan_Thomson · March 23, 2009, 4:05pm

It turns out that doesn’t solve my problem.

Since I’m changing the subject line, I need a modified subject value,
but the subject is parsed out of the message before it ever hits the
plugins.

Basically, I need to modify $Message->head->get(“Subject”) (in
RT::Interface::Gateway) but there’s no way to do that from a
mail plugin.2009/3/23 Dan Thomson thomson.dan@gmail.com:

Ah! Can’t believe I missed that RawMessageRef argument. This is
exactly what I need.

Thanks!

2009/3/23 Jesse Vincent jesse@bestpractical.com:
Dan,

I’d recommend an RT::Interface::Plugin

You can set the plugins you want in your RT_SiteConfig and the plugins
can massage messages before RT touches them.

On Fri, Mar 20, 2009 at 04:38:29PM -0400, Dan Thomson wrote:
Hey all,

I’ve been playing with RT recently and I’ve been charged with making
small automatic modifications to a ticket’s Subject field upon
reception of an email. I’m trying to do this in the least invasive way
possible, but I can’t figure out how to do this without making
modifications to the actual RT code base.

What I’m doing presently is making use of the “Pre” callback in
mail-gateway to add some tags to the message subject line, then
returning the modification to $ARGS{‘message’}.

eg.
   diff -Nur rt-3.6.1/html/REST/1.0/NoAuth/mail-gateway
rt-3.6.1-subjecttags/html/REST/1.0/NoAuth/mail-gateway
— rt-3.6.1/html/REST/1.0/NoAuth/mail-gateway 2009-03-20
14:10:23.000000000 -0400
+++ rt-3.6.1-subjecttags/html/REST/1.0/NoAuth/mail-gateway
2009-03-20 14:10:46.000000000 -0400
@@ -52,7 +52,11 @@
$ticket => undef
</%ARGS>
<%init>
-$m->comp(‘/Elements/Callback’, _CallbackName => ‘Pre’, %ARGS);
+my %argsTmp = $m->comp(‘/Elements/Callback’, _CallbackName =>
‘Pre’, %ARGS);
+if($argsTmp{‘message’})
+{
+ $ARGS{‘message’} = $argsTmp{‘message’};
+}
use RT::Interface::Email (); # It’s an exporter, but we don’t care
$r->content_type(‘text/plain; charset=utf-8’);
$m->error_format(‘text’);

There’s gotta be a better way, but I don’t know the code well enough
myself. Can anybody point me in the right direction here? I’m
presently using version 3.6.1 (I know, I know, I know :)). Any help
would be appreciated.

Thanks,

–
Dan Thomson

List info: The rt-devel Archives
–
–
Dan Thomson

Dan Thomson

Jesse_Vincent · March 23, 2009, 4:10pm

It turns out that doesn’t solve my problem.

Since I’m changing the subject line, I need a modified subject value,
but the subject is parsed out of the message before it ever hits the
plugins.

What are you actually trying to do?

Dan_Thomson · March 23, 2009, 4:25pm

I’m basically trying to tag ticket subjects (on creation) with pieces
of information related to the ticket requester.

So if a ticket comes in from person X (identified by their email
address), I can tag the subject
line with a few tidbits of information about them.2009/3/23 Jesse Vincent jesse@bestpractical.com:

On Mon 23.Mar’09 at 12:05:46 -0400, Dan Thomson wrote:

It turns out that doesn’t solve my problem.

Since I’m changing the subject line, I need a modified subject value,
but the subject is parsed out of the message before it ever hits the
plugins.

What are you actually trying to do?

Dan Thomson

Alexander_Finger1 · March 23, 2009, 4:35pm

Sounds like “use a custom field”:

While changing the subject seems a good thing to to at the first glance it’s
not really sustainable. At one point you want to be able to sort by the
information or evaluate the queue. That’s what custom fields are made for.
They are structured, manageable and provide much more logic than any subject
line ever will

best
AlexOn Mon, Mar 23, 2009 at 5:25 PM, Dan Thomson thomson.dan@gmail.com wrote:

I’m basically trying to tag ticket subjects (on creation) with pieces
of information related to the ticket requester.

So if a ticket comes in from person X (identified by their email
address), I can tag the subject
line with a few tidbits of information about them.

2009/3/23 Jesse Vincent jesse@bestpractical.com:

On Mon 23.Mar’09 at 12:05:46 -0400, Dan Thomson wrote:

It turns out that doesn’t solve my problem.

Since I’m changing the subject line, I need a modified subject value,
but the subject is parsed out of the message before it ever hits the
plugins.

What are you actually trying to do?

–
Dan Thomson

List info:
The rt-devel Archives

Joel_Schuweiler · March 23, 2009, 4:58pm

I agree, I did this at a previous company, if you want to set the subject off of a custom field, this is incredibly easy to do with a Scrip.From: rt-devel-bounces@lists.bestpractical.com [mailto:rt-devel-bounces@lists.bestpractical.com] On Behalf Of Alexander Finger
Sent: Monday, March 23, 2009 11:36 AM
To: Dan Thomson; rt-devel@lists.bestpractical.com
Subject: Re: [Rt-devel] Altering a new ticket’s subject

Sounds like “use a custom field”:

While changing the subject seems a good thing to to at the first glance it’s not really sustainable. At one point you want to be able to sort by the information or evaluate the queue. That’s what custom fields are made for. They are structured, manageable and provide much more logic than any subject line ever will

best
Alex

I’m basically trying to tag ticket subjects (on creation) with pieces
of information related to the ticket requester.

So if a ticket comes in from person X (identified by their email
address), I can tag the subject
line with a few tidbits of information about them.

2009/3/23 Jesse Vincent <jesse@bestpractical.com mailto:jesse@bestpractical.com>:

It turns out that doesn’t solve my problem.

Since I’m changing the subject line, I need a modified subject value,
but the subject is parsed out of the message before it ever hits the
plugins.

What are you actually trying to do?

Dan Thomson
List info: The rt-devel Archives

shaker_Khzym · March 23, 2009, 5:48pm

Dear All,
I need to make this design when I fill a new Ticket .
Example:
Hardware Tests:
Memory : …
Video : …
Sound : …
If the customField can do that , if yes , could you tell me how.
If the customeField can’t do that , could you give me some idea

Best wishes,
Shaekir,From: Joel.Schuweiler@schmoozecom.com
To: af@genevainformation.ch; thomson.dan@gmail.com; rt-devel@lists.bestpractical.com
Date: Mon, 23 Mar 2009 11:58:43 -0500
Subject: Re: [Rt-devel] Altering a new ticket’s subject

I agree, I did this at a previous company,
if you want to set the subject off of a custom field, this is incredibly easy
to do with a Scrip.

From:
rt-devel-bounces@lists.bestpractical.com
[mailto:rt-devel-bounces@lists.bestpractical.com] On Behalf Of Alexander Finger

Sent: Monday, March 23, 2009 11:36
AM

To: Dan Thomson; rt-devel@lists.bestpractical.com

Subject: Re: [Rt-devel] Altering a
new ticket’s subject

Sounds like “use a
custom field”:

While changing the subject seems a good thing to to at the first glance it’s
not really sustainable. At one point you want to be able to sort by the
information or evaluate the queue. That’s what custom fields are made for. They
are structured, manageable and provide much more logic than any subject line
ever will

best

Alex

I’m basically trying to tag ticket subjects (on creation) with pieces

of information related to the ticket requester.

So if a ticket comes in from person X (identified by their email

address), I can tag the subject

line with a few tidbits of information about them.

shaker_Khzym · March 23, 2009, 7:49pm

Dear All,
I need to make this design when I fill a new Ticket .
Example:
Hardware Tests:
Memory : …
Video : …
Sound : …

   I would prefer to use radio buttons (check box's)
  If the customField can do that , if yes , could you tell me how.
  If the customeField can't do that , could you give me some idea

Best wishes,
Shaekir,

Chat with the whole group, and bring everyone together.

Dan_Thomson · March 24, 2009, 8:17pm

As a followup (in case anybody cares) this is the solution I went with
and it worked like a charm.

Thanks!2009/3/23 Joel Schuweiler Joel.Schuweiler@schmoozecom.com:

I agree, I did this at a previous company, if you want to set the subject
off of a custom field, this is incredibly easy to do with a Scrip.

From: rt-devel-bounces@lists.bestpractical.com
[mailto:rt-devel-bounces@lists.bestpractical.com] On Behalf Of Alexander
Finger
Sent: Monday, March 23, 2009 11:36 AM
To: Dan Thomson; rt-devel@lists.bestpractical.com
Subject: Re: [Rt-devel] Altering a new ticket’s subject

Sounds like “use a custom field”:

While changing the subject seems a good thing to to at the first glance it’s
not really sustainable. At one point you want to be able to sort by the
information or evaluate the queue. That’s what custom fields are made for.
They are structured, manageable and provide much more logic than any subject
line ever will

best
Alex

On Mon, Mar 23, 2009 at 5:25 PM, Dan Thomson thomson.dan@gmail.com wrote:

I’m basically trying to tag ticket subjects (on creation) with pieces
of information related to the ticket requester.

So if a ticket comes in from person X (identified by their email
address), I can tag the subject
line with a few tidbits of information about them.

2009/3/23 Jesse Vincent jesse@bestpractical.com:

On Mon 23.Mar’09 at 12:05:46 -0400, Dan Thomson wrote:

It turns out that doesn’t solve my problem.

Since I’m changing the subject line, I need a modified subject value,
but the subject is parsed out of the message before it ever hits the
plugins.

What are you actually trying to do?

–

Dan Thomson

List info: The rt-devel Archives

Dan Thomson

shaker_Khzym · March 23, 2009, 8:06pm

Dear All,
I need to make this design when I fill a new Ticket .
Example:
Hardware Tests:
Memory : …
Video : …
Sound : …

   I would prefer to use radio buttons (check box's)
  If the customField can do that , if yes , could you tell me how.
  If the customeField can't do that , could you give me some idea

Best wishes,
Shaekir,
Chat with the whole group, and bring everyone together.