Auto-opening and notifying tickets

Hiya,

We’re looking at RT3 after spending a long long time on RT1. A lot of the
features in RT1 were great for us, and the only thing we really miss out on
are the accepting of attachments which is a big enough reason to “upgrade”.

I’ve been playing with RT3 for a week or two now, but even with the Scrips
it doesn’t appear that I can automatically open a ticket and notify all
users with the correspondence as per the behaviour of RT3.

Am I missing something, or could someone tell me how they’ve got it up and
running?

Thanks,
Chris.

I’ve been playing with RT3 for a week or two now, but even with the Scrips
it doesn’t appear that I can automatically open a ticket and notify all
users with the correspondence as per the behaviour of RT3.

I don’t understand what you mean by “automatically open a ticket”

When RT receives it, when a staff member works on it, when it’s
tuesday? I suspect you’re missing something, but it’s hard to say

seph

Seph,

When RT receives it, when a staff member works on it, when it’s
tuesday? I suspect you’re missing something, but it’s hard to say

Ok, I’ll tell you exactly what I want to achieve with RT3;

A random customer sends an email in to RT, and it’s for a “Support Queue”. The
ticket automatically sends a reply to the sender, and sends a transcript of the message
to all the Support staff. The Support staff can then reply to the message from the browser
and it sends correspondence to the customer and all other support staff.

Does that make sense?

Thanks,
Chris.

Outgoing mail is certified Virus Free.
Checked by AVG anti-virus system (http://www.grisoft.com).
Version: 6.0.545 / Virus Database: 339 - Release Date: 27/11/2003

Chris Murton wrote:

A random customer sends an email in to RT, and it’s for a “Support Queue”. The
ticket automatically sends a reply to the sender, and sends a transcript of the message
to all the Support staff. The Support staff can then reply to the message from the browser
and it sends correspondence to the customer and all other support staff.

Um. That’s what RT does.
Phil Homewood, Systems Janitor, http://www.SnapGear.com
pdh@snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - A CyberGuard Company

Makes perfect sense. What you’ve described is pretty close to the
default behaviour. I’m not up-to-date with what scrips and templates
are supplied in the 3.0.7 – so they might have to be tweaked a tiny bit
– but not substantially.

You want your support staff to be defined as queue watchers on this
queue.

Are you having trouble with some aspect of this?

Jim,

Certainly a stumble I came upon was I couldn’t get a scrip to work that would
automatically make tickets new → open, as I don’t want the support staff to
have to log in to the web interface to activate a ticket or to be notified by it, I want
a message to come in, and a ticket set to “open” and mailed out to the queue watchers
automatically.

Thanks for your help,
Chris.

Outgoing mail is certified Virus Free.
Checked by AVG anti-virus system (http://www.grisoft.com).
Version: 6.0.545 / Virus Database: 339 - Release Date: 27/11/2003

Certainly a stumble I came upon was I couldn’t get a scrip to work
that would automatically make tickets new -> open,

I’ve seen various AutoOpen contrib things, though I no longer remember
if they’re rt2 or rt3. I can’t imagine one would be hard to write.

as I don’t want the support staff to have to log in to the web
interface to activate a ticket or to be notified by it, I want a
message to come in, and a ticket set to “open” and mailed out to the
queue watchers automatically.

Just to make sure, you know that notification mail doesn’t require the
tickets be open? I don’t really understand why you want things to
start in the Open state, but it’s your workflow.

seph

The transition to open will happen automatically when one of your
support staff adds comments or correspondence (i.e., when they reply to
the mail that they get from RT when the ticket was created).

-----BEGIN PGP SIGNED MESSAGE-----
Hash: SHA1Am 11.12.2003 um 04:22 schrieb Jim Rowan:

The transition to open will happen automatically when one of your
support staff adds comments or correspondence (i.e., when they reply to
the mail that they get from RT when the ticket was created).

That’s what happens here (RT 3.0.7_01).

Following Global Scrips are set:

Ticket Creation Autoreply
On Create Autoreply To Requestors with template Autoreply-einfach
Ticket Creation Notification
On Create Notify AdminCcs with template Transaction
Comment Notification
On Comment Notify AdminCcs as Comment with template Admin Comment
Resolution Notification
On Resolve Notify Requestors, Ccs and AdminCcs with template Resolved
German
Unowned Correspondence Notification
User Defined Notify AdminCcs with template Admin Correspondence
Owner Correspondence Notification
On Correspond Notify Owner with template Correspondence
Requestor Correspondence Notification
On Correspond Notify Requestors with template Correspondence
foreign transaction notification
On Transaction Notify Owner with template Transaction
Reopen on Correspondence
On Correspond Open Tickets with template Blank
(no value)
On Correspond Open Tickets with template Transaction
-----BEGIN PGP SIGNATURE-----
Version: GnuPG v1.2.3 (Darwin)

iD8DBQE/2CvdLK0d0a+RTy8RAvVwAJ4iwkwNhXFzh/KVdvdlwTby+Tl7HgCeNy+k
CGPcR1xQmClwF69e+pt5/sI=
=Ox5g
-----END PGP SIGNATURE-----

Jim,

The transition to open will happen automatically when one of your
support staff adds comments or correspondence (i.e., when they reply to
the mail that they get from RT when the ticket was created).

But this was another of the problems, when a ticket was created, it notified the
sender but failed to notify any of the staff so they would have to log in via the web interface
to even see that a customer had contacted us.

Thanks,
Chris

Outgoing mail is certified Virus Free.
Checked by AVG anti-virus system (http://www.grisoft.com).
Version: 6.0.545 / Virus Database: 339 - Release Date: 27/11/2003

  1. A tickets opens when you correspond, not when you comment (in the
    standard scripts On Correspond Open Tickets with template Blank)
  2. Your staff gets notified if you set it as admincc of this queue (in
    the standard scripts On Create Notify AdminCcs with template
    Transaction)

Just look at the scripts. You can set it how you want

SAmuelFrom: Chris Murton [mailto:chris@areti.net]
Sent: Thursday,11 December,2003 10:41
To: Jim Rowan
Cc: rt-users@lists.fsck.com
Subject: Re: [rt-users] Re: Auto-opening and notifying tickets.

Jim,

The transition to open will happen automatically when one of your
support staff adds comments or correspondence (i.e., when they reply to

the mail that they get from RT when the ticket was created).

But this was another of the problems, when a ticket was created, it
notified the sender but failed to notify any of the staff so they would
have to log in via the web interface to even see that a customer had
contacted us.

Thanks,
Chris

Outgoing mail is certified Virus Free.
Checked by AVG anti-virus system (http://www.grisoft.com).
Version: 6.0.545 / Virus Database: 339 - Release Date: 27/11/2003
rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

Just look at the scripts. You can set it how you want

SAmuel

When I was starting one thing that would have helped me was if I had
understood clearly the following: maybe it will also help you…

ALL of the mail that is sent out is done by these scrips. If you don’t
see a scrip that is going to do it, it won’t happen. You can quite
easily change the way RT “works” by adjusting these scrips, their
conditions, the templates, etc…

If it isn’t sending mail to people with the admincc role when tickets
are created, it is because there is no scrip that applies in that
particular circumstance – or because there are no admincc people
defined.

But this was another of the problems, when a ticket was created, it
notified the sender but failed to notify any of the staff so they
would have to log in via the web interface to even see that a
customer had contacted us.

this behavior is controlled by the scrips, not the ticket
state. Change it to do what ever you want.

seph