Close queue

Albert_Shih · September 26, 2012, 1:31pm

Hi all.

Some service ask me something about RT and I don’t known how to do that.

The purpose is to have a Ticket system but the system need to be close half
the time (in fact more then half).

When it’s open everything go normal.

When it’s close we need to send a message back to say ï¿½It’s closeï¿½ and no
ticket creation.

All tickets are create by email.

I see two solutions :

1/ Deactivate the queue and reconfigure the procmail.  

2/ Change the scrip ï¿½On correspondï¿½ when it's closing time. Change
again when it's open

But both solutions need the intervention of the IT-Team. The second
solution is little better because only need to use RT. But well it’s hard
for the secretary to understand the notion of the RT scrip.

Is there any other solution can avoid this intervention ?

Regards.

JAS

Albert SHIH
DIO bï¿½timent 15
Observatoire de Paris
5 Place Jules Janssen
92195 Meudon Cedex
Tï¿½lï¿½phone : 01 45 07 76 26/06 86 69 95 71
xmpp: jas@obspm.fr
Heure local/Local time:
mer 26 sep 2012 15:24:05 CEST

Tim_Cutts · September 26, 2012, 1:42pm

Hi all.

Some service ask me something about RT and I don’t known how to do that.

The purpose is to have a Ticket system but the system need to be close half
the time (in fact more then half).

When it’s open everything go normal.

When it’s close we need to send a message back to say «It’s close» and no
ticket creation.

First of all, I’d question why you’d want to do this. The whole point of a ticket queue is the request can wait until the next day… of course, I don’t know what your business is, so there may be a perfectly sensible reason.

Do you want all email to do the same thing, including replies to tickets which already exist, or just email creating new tickets?

I see two solutions :

1/ Deactivate the queue and reconfigure the procmail.

2/ Change the scrip «On correspond» when it’s closing time. Change
again when it’s open

The problem with this approach is that the ticket already exists by the time any Scrips are considered, so it’s happening too late.

But both solutions need the intervention of the IT-Team. The second
solution is little better because only need to use RT. But well it’s hard
for the secretary to understand the notion of the RT scrip.

Is there any other solution can avoid this intervention ?

You could possibly make the Template for the email dependent on the time. The ticket will be created anyway, but you can send appropriate messages back if it’s out of hours.

Regards,

Tim

The Wellcome Trust Sanger Institute is operated by Genome Research
Limited, a charity registered in England with number 1021457 and a
company registered in England with number 2742969, whose registered
office is 215 Euston Road, London, NW1 2BE.

Albert_Shih · September 26, 2012, 1:53pm

Le 26/09/2012 ? 14:42:25+0100, Tim Cutts a ï¿½crit

Hi all.

Some service ask me something about RT and I don’t known how to do
that.

The purpose is to have a Ticket system but the system need to be
close half the time (in fact more then half).

When it’s open everything go normal.

When it’s close we need to send a message back to say ï¿½It’s closeï¿½
and no ticket creation.

First of all, I’d question why you’d want to do this. The whole point
of a ticket queue is the request can wait until the next day… of

Yes I known, it’s seem very strange at the first time.

course, I don’t know what your business is, so there may be a
perfectly sensible reason.

Some people manage some recurrent ï¿½eventï¿½. The registration is make by
email. When the event is full of capacity …or when it’s past we like
send back a message to the person to tell him something like : Sorry we’re
full. And we don’t need a ticket.

Of course we can develop a new web application to do the registration, but
we already use RT for the ï¿½ticket systemï¿½ (real ticket ), so it very
convenient to use same software.

Do you want all email to do the same thing, including replies to
tickets which already exist, or just email creating new tickets?
I see two solutions :
1/ Deactivate the queue and reconfigure the procmail.

2/ Change the scrip ï¿½On correspondï¿½ when it's closing time. Change
again when it's open
The problem with this approach is that the ticket already exists by
the time any Scrips are considered, so it’s happening too late.

Well the first scrip is the ï¿½creationï¿½, so if I delete this scrip (ok
that’s suck because I need to create the same thing for every other queue)
RT should’nt create a ticket. Am I wrong ?

Is there any other solution can avoid this intervention ?

You could possibly make the Template for the email dependent on the
time. The ticket will be created anyway, but you can send appropriate
messages back if it’s out of hours.

So maybe the best solution is through procmail.

Thanks for your help.

Regards.

JAS
Albert SHIH
DIO bï¿½timent 15
Observatoire de Paris
5 Place Jules Janssen
92195 Meudon Cedex
Tï¿½lï¿½phone : 01 45 07 76 26/06 86 69 95 71
xmpp: jas@obspm.fr
Heure local/Local time:
mer 26 sep 2012 15:44:43 CEST

Tim_Cutts · September 26, 2012, 1:59pm

Is there any other solution can avoid this intervention ?

You could possibly make the Template for the email dependent on the
time. The ticket will be created anyway, but you can send appropriate
messages back if it’s out of hours.

So maybe the best solution is through procmail.

It also occurs to me that you could also create a scrip which in these cases immediately sets the status of the ticket to ‘rejected’, as well as sending the automatic reply.

Tim

The Wellcome Trust Sanger Institute is operated by Genome Research
Limited, a charity registered in England with number 1021457 and a
company registered in England with number 2742969, whose registered
office is 215 Euston Road, London, NW1 2BE.

Thomas_Sibley · September 26, 2012, 6:53pm

The problem with this approach is that the ticket already exists by
the time any Scrips are considered, so it’s happening too late.

Well the first scrip is the «creation», so if I delete this scrip (ok
that’s suck because I need to create the same thing for every other queue)
RT should’nt create a ticket. Am I wrong ?

The first scrip is “On Create” which is triggered after a ticket is
created. ALL scrips are run after the actions which trigger them take
place. The scrips themselves don’t create the ticket.

So maybe the best solution is through procmail.

procmail would work fine. Tim’s solution of accepting the ticket but
automatically marking it rejected by a scrip is good. A second scrip
can send mail about rejected tickets.

This way you can also manually reject tickets and the same email will go
out.

Accepting the tickets but rejecting them means you also have a sense of
how much demand there is for your events.

Albert_Shih · September 26, 2012, 7:34pm

Le 26/09/2012 ? 11:53:22-0700, Thomas Sibley a ï¿½crit

The problem with this approach is that the ticket already exists by
the time any Scrips are considered, so it’s happening too late.

Well the first scrip is the ï¿½creationï¿½, so if I delete this scrip (ok
that’s suck because I need to create the same thing for every other queue)
RT should’nt create a ticket. Am I wrong ?

The first scrip is “On Create” which is triggered after a ticket is
created. ALL scrips are run after the actions which trigger them take
place. The scrips themselves don’t create the ticket.

OK. I’m wrong

So maybe the best solution is through procmail.

procmail would work fine. Tim’s solution of accepting the ticket but
automatically marking it rejected by a scrip is good. A second scrip
can send mail about rejected tickets.

Yes it’s working. I just make the test.

This way you can also manually reject tickets and the same email will go
out.

Accepting the tickets but rejecting them means you also have a sense of
how much demand there is for your events.

Very good advise…

Lots of thanks.

Regards.

JAS
Albert SHIH
DIO bï¿½timent 15
Observatoire de Paris
5 Place Jules Janssen
92195 Meudon Cedex
Tï¿½lï¿½phone : 01 45 07 76 26/06 86 69 95 71
xmpp: jas@obspm.fr
Heure local/Local time:
mer 26 sep 2012 21:33:30 CEST