Creating new ticket via mail

re

When creating a new ticket via sending email to RT mail-gateway address,
is there a way of owner delegation without using RT web-interface
instead. Because by default the owner is ‘nobody’ and also nobody is
informed about new ticket. Is there also a way, when creating a new
ticket via email, that all the people, who can view (who are queue
resolvers) that queue, will receive email about new ticket.

Regards,
Andraz

@WTH: HUMPPA!!!

signature.asc (189 Bytes)

smime.p7s (1.86 KB)

Add them as watchers for that queue.

yes, but as far as I know, they all will receive all correspondence
(comments and reply) further on, which is not what I want. Only the
first mail (with yet unknown owner) should be delivered to all people
who are using that queue.

How can I delegate owner via that first email that creates new ticket in
RT?

regards,
Andraz

@WTH: HUMPPA!!!

signature.asc (189 Bytes)

smime.p7s (1.86 KB)

http://search.cpan.org/dist/RT-Action-NotifyGroup?On 9/11/05, Andraz Sraka a@aufbix.org wrote:

On Sun, 2005-09-11 at 09:46 +0300, Emilian Ursu wrote:

Add them as watchers for that queue.

yes, but as far as I know, they all will receive all correspondence
(comments and reply) further on, which is not what I want. Only the
first mail (with yet unknown owner) should be delivered to all people
who are using that queue.

How can I delegate owner via that first email that creates new ticket in
RT?

regards,
Andraz


@WTH: HUMPPA!!!

-----BEGIN PGP SIGNATURE-----
Version: GnuPG v1.2.5 (GNU/Linux)

iD8DBQBDI/pEVIImx7Y1h/QRAnrRAJ9IP+w8blNkfSbWuX1Zmzo147G3nwCeJOSX
8YNH1D8qH6ZOZuyvGI+p2Z8=
=0Ymu
-----END PGP SIGNATURE-----


http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Be sure to check out the RT Wiki at http://wiki.bestpractical.com

Buy your copy of our new book, RT Essentials, today!

Download a free sample chapter from http://rtbook.bestpractical.com

Best regards, Ruslan.

-----BEGIN PGP SIGNED MESSAGE-----
Hash: SHA1

So have a script that removes the watchers when someone takes ownership
of the ticket.

jbw

Andraz Sraka wrote:> On Sun, 2005-09-11 at 09:46 +0300, Emilian Ursu wrote:

Add them as watchers for that queue.

yes, but as far as I know, they all will receive all correspondence
(comments and reply) further on, which is not what I want. Only the
first mail (with yet unknown owner) should be delivered to all people
who are using that queue.

How can I delegate owner via that first email that creates new ticket in
RT?

regards,
Andraz



http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Be sure to check out the RT Wiki at http://wiki.bestpractical.com

Buy your copy of our new book, RT Essentials, today!

Download a free sample chapter from http://rtbook.bestpractical.com
-----BEGIN PGP SIGNATURE-----
Version: GnuPG v1.4.1 (MingW32)
Comment: Using GnuPG with Thunderbird - http://enigmail.mozdev.org

iD8DBQFDJF5MgA0gpghkf88RAvDYAKCwZKg1+hlRhOrOfxY/gcLA+bwlxACfTfye
9lv8/xyn8jiO732bjY+JaV8=
=rn3L
-----END PGP SIGNATURE-----

reOn Sun, 2005-09-11 at 09:41 -0700, Joby Walker wrote:

So have a script that removes the watchers when someone takes
ownership of the ticket.

how can this be done?? Is there a simple way of creating scripts?

regards,
Andraz

BOFH excuse #240:

Too many little pins on CPU confusing it, bend back and forth until
10-20% are neatly removed. Do not leave metal bits visible!

signature.asc (189 Bytes)

smime.p7s (1.86 KB)

Andraz Sraka wrote:

re

When creating a new ticket via sending email to RT mail-gateway address,
is there a way of owner delegation without using RT web-interface
instead. Because by default the owner is ‘nobody’ and also nobody is
informed about new ticket. Is there also a way, when creating a new
ticket via email, that all the people, who can view (who are queue
resolvers) that queue, will receive email about new ticket.

Regards,
Andraz
Both of these things are easily accomplished with scrips. The first
will be a scrip that sets the ticket owner on create. I’m pretty sure
the explicit instructions are in this list archive. The second is a
scrip that notifies the watchers/admin cc or whatever list you would
like on create. I have notify admin cc, set my admin cc list
appropriately, and have this as a global scrip–works great.

Anne

reOn Sun, 2005-09-11 at 23:38 -0400, Anne Ramey wrote:

Both of these things are easily accomplished with scrips. The first
will be a scrip that sets the ticket owner on create. I’m pretty sure
the explicit instructions are in this list archive. The second is a
scrip that notifies the watchers/admin cc or whatever list you would
like on create. I have notify admin cc, set my admin cc list
appropriately, and have this as a global scrip–works great.

Maybe I’m doing it all wrong, so I need some assistance.

I’ve created a new queue. And two groups of people. One group (workers)
includes members, who see the queue and must do all the work according
to tickets. The other group (admins) are queue
administrators/moderators, who can everything the first group people can

  • some more stuff (as deleting tickets etc …)

In configuration for this new queue under ‘Watchers CC’ I’ve included
first group (workers) of people (all that need to receive information
about new tickets via mail).

Under global configuration scripts I’ve created a new script that will
send Transaction template to all the Watchers CC.

Condition: On Create
Action: Notify CCs
Template: Global template: Transaction
Stage: TransactionCreate

… so far so good.

Now I’d like action, when owner is known all the queue defined CC
Watchers must be ignored. So the mail isn’t send to them. But all
watchers defined in ticket must still be notified.

And somebody give me some hints how to write script … I’ve started
with

if ($self->TicketObj->OwnerObj->Id != $RT::Nobody->Id)
{
// TODO
// remove queue watchers from the ticket. Ignore them??
}

and now I got stucked. Also if there is a better way to solve this
problem, please let me know.

Regards,
Andraz

BOFH excuse #154:

You can tune a file system, but you can’t tune a fish (from most tunefs man pages)

signature.asc (189 Bytes)

smime.p7s (1.86 KB)