Best Practical released a new RT extension with the succinct name of
RT::Extension::ExtractSubjectTagOnTransaction to CPAN today. (This is
the extension Jesse referred to in
Carbon60: Cloud Consulting - Services and Solutions) As explained in the
README, it is by default configured to look for the tags of other RT
instances in e-mail and add them to the subject line of the ticket they
refer to, allowing you to keep tickets synchronized across instances.
It is also able to extract arbitrary subject tags via two configuration
directives, so it should be useful to synchronize with other systems,
such as network monitoring systems, which use e-mail.
RT::Extension::ExtractSubjectTagOnTransaction should be available from
your favorite CPAN mirror or at
http://search.cpan.org/~kevinr/RT-Extension-ExtractSubjectTagOnTransaction-0.01/
Full useage instructions are provided in the distribution’s README.
Can this be used to coalesce messages where the user replies without
including the RT ticket number in the subject line?
I’d like RT to listen on a mail list and automatically generate tickets
based on traffic on that list. However, not everyone will reply to the
proper email with the RT ticket in the subject and I don’t want those
replies generating extra tickets.
Eric-----Original Message-----
From: Kevin Riggle [mailto:kevinr@bestpractical.com]
Sent: Wednesday, June 15, 2005 3:41 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Announcing
RT::Extension::ExtractSubjectTagOnTransaction
Best Practical released a new RT extension with the succinct name of
RT::Extension::ExtractSubjectTagOnTransaction to CPAN today. (This is
the extension Jesse referred to in
Carbon60: Cloud Consulting - Services and Solutions) As explained in the
README, it is by default configured to look for the tags of other RT
instances in e-mail and add them to the subject line of the ticket they
refer to, allowing you to keep tickets synchronized across instances.
It is also able to extract arbitrary subject tags via two configuration
directives, so it should be useful to synchronize with other systems,
such as network monitoring systems, which use e-mail.
RT::Extension::ExtractSubjectTagOnTransaction should be available from
your favorite CPAN mirror or at
http://search.cpan.org/~kevinr/RT-Extension-ExtractSubjectTagOnTransacti
on-0.01/
Full useage instructions are provided in the distribution’s README.
Be sure to check out the RT Wiki at http://wiki.bestpractical.com
Can this be used to coalesce messages where the user replies without
including the RT ticket number in the subject line?
I’d like RT to listen on a mail list and automatically generate tickets
based on traffic on that list. However, not everyone will reply to the
proper email with the RT ticket in the subject and I don’t want those
replies generating extra tickets.
Eric
That’s not really what this is designed for – it’s mostly been
written with cross-instance tracking in mind. However, if you can
figure out how to make it do what you’ve described, we’d be interested
in hearing how you managed it.
-----Original Message-----
From: Kevin Riggle [mailto:kevinr@bestpractical.com]
Sent: Wednesday, June 15, 2005 3:41 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Announcing
RT::Extension::ExtractSubjectTagOnTransaction
Best Practical released a new RT extension with the succinct name of
RT::Extension::ExtractSubjectTagOnTransaction to CPAN today. (This is
the extension Jesse referred to in
Carbon60: Managed Cloud Services) As explained in the
README, it is by default configured to look for the tags of other RT
instances in e-mail and add them to the subject line of the ticket they
refer to, allowing you to keep tickets synchronized across instances.
It is also able to extract arbitrary subject tags via two configuration
directives, so it should be useful to synchronize with other systems,
such as network monitoring systems, which use e-mail.
RT::Extension::ExtractSubjectTagOnTransaction should be available from
your favorite CPAN mirror or at
http://search.cpan.org/~kevinr/RT-Extension-ExtractSubjectTagOnTransacti
on-0.01/
Full useage instructions are provided in the distribution’s README.
The rt-users Archives
Be sure to check out the RT Wiki at http://wiki.bestpractical.com
Kevin Riggle kevinr@bestpractical.com
Best Practical Solutions, LLC
Kevin,
Does this mean that transactions (correspondances) in one RT can show
up in a ticket on another RT instance?
Is there a way to make such inter-RT-communications recordable as
comments in the recipient RT (we configure our customer facing RT
such that clients can’t see RT comment transactions). It would be
ideal for customer support staff to see developer notes in the
customer facing RT.
Linking RT instances in this way would reduce a great deal of
overhead when monitoring progress on one RT (watching progress on a
bug ticket), in order to update another RT (update customer on
progress).
Thanks in advance for any comments made regarding the above!
– ArisOn 15/06/2005, at 11:41 PM, Kevin Riggle wrote:
As explained in the
README, it is by default configured to look for the tags of other RT
instances in e-mail and add them to the subject line of the ticket
they
refer to, allowing you to keep tickets synchronized across instances.
It is also able to extract arbitrary subject tags via two
configuration
directives, so it should be useful to synchronize with other systems,
such as network monitoring systems, which use e-mail.
- kevinr@bestpractical.com (Kevin Riggle) [Thu 16 Jun 2005, 21:56 CEST]:>On Thu, Jun 16, 2005 at 11:13:34AM -0700, Geyer, Eric wrote:
Can this be used to coalesce messages where the user replies without
including the RT ticket number in the subject line?
That’s not really what this is designed for – it’s mostly been
written with cross-instance tracking in mind. However, if you can
figure out how to make it do what you’ve described, we’d be interested
in hearing how you managed it.
For example:
When you create a ticket, remember the Message-Id. When another e-mail
arrives without a ticket in the Subject, see if it mentions that
Message-Id in the In-Reply-To or References headers. If so, don’t
create a new ticket but add it as correspondence to the first one.
The problem remains that people sometimes don’t create a new mail to
start a new thread but reply to an old one and change the Subject only.
You can do all sorts of fancy heuristics but as long as it remains
easier to merge tickets than to un-merge them I wouldn’t bother too much.
Otherwise, this looks like a very welcome add-on - thanks, people!
We sometimes have two RT’s talking with each other here (we, and a
supplier organisation); whoever started the thread wins, because RT
never changes its idea of a Subject line unless it’s manually updated
to include the other’s ticket#. Here’s to wishing many people install it.
-- Niels.
Aris -
Sorry this response has been so long in coming – I got distracted
by a vacation.
This extension does mean that correspondance from one RT can be
mailed to another RT and show up in the appropriate ticket.
Pretty much all it does is extract the other RT instance’s subject
tag and make sure that it gets added to the ticket’s subject so
that threading happens properly – we aren’t circumventing the mail
gateway. You could, however, set the development RT up to forward
to the helpdesk RT’s comment address, assuming your mail gateway
is configured to handle that, which should do what you want.
- KevinOn Fri, Jun 17, 2005 at 01:10:24AM +0100, Aris Theocharides wrote:
Kevin,
Does this mean that transactions (correspondances) in one RT can show
up in a ticket on another RT instance?
Is there a way to make such inter-RT-communications recordable as
comments in the recipient RT (we configure our customer facing RT
such that clients can’t see RT comment transactions). It would be
ideal for customer support staff to see developer notes in the
customer facing RT.
Linking RT instances in this way would reduce a great deal of
overhead when monitoring progress on one RT (watching progress on a
bug ticket), in order to update another RT (update customer on
progress).
Thanks in advance for any comments made regarding the above!
– Aris
On 15/06/2005, at 11:41 PM, Kevin Riggle wrote:
As explained in the
README, it is by default configured to look for the tags of other RT
instances in e-mail and add them to the subject line of the ticket
they
refer to, allowing you to keep tickets synchronized across instances.
It is also able to extract arbitrary subject tags via two
configuration
directives, so it should be useful to synchronize with other systems,
such as network monitoring systems, which use e-mail.
The rt-users Archives
Be sure to check out the RT Wiki at http://wiki.bestpractical.com
Kevin Riggle kevinr@bestpractical.com
Best Practical Solutions, LLC