Email on ticket creation


#1

Hi,

Is there anyway to email all queue members when a ticket is automatically
created by someone sending in an email?

Ben.


#2

Well I have tried every single option - the person (a non-queue member) who
created the ticket gets a reply, but the call is allocated to “nobody” and
no queue members get notified that there is a new ticket.

Any ideas?

Ben.From: “Stephen Hauskins” stephen@mendel.ucsc.edu
To: ben@aoncue.net
Sent: Tuesday, October 24, 2000 5:05 PM
Subject: Re: [rt-users] Email on ticket creation

Yes, use the admin-webrt.cgi and when you create/modify queues you
can specify who gets email about what.

Hi,

Is there anyway to email all queue members when a ticket is
automatically

created by someone sending in an email?

Ben.


rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users


#3

Well I have tried every single option - the person (a non-queue member) who
created the ticket gets a reply, but the call is allocated to “nobody” and
no queue members get notified that there is a new ticket.

Any ideas?

Ben.From: “Stephen Hauskins” stephen@mendel.ucsc.edu
To: ben@aoncue.net
Sent: Tuesday, October 24, 2000 5:05 PM
Subject: Re: [rt-users] Email on ticket creation

Yes, use the admin-webrt.cgi and when you create/modify queues you
can specify who gets email about what.

Hi,

Is there anyway to email all queue members when a ticket is
automatically

created by someone sending in an email?

Ben.


rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users


#4

In a message dated: Tue, 24 Oct 2000 17:17:45 BST
"Ben Carter" said:

Well I have tried every single option - the person (a non-queue member) who
created the ticket gets a reply, but the call is allocated to “nobody” and
no queue members get notified that there is a new ticket.

Any ideas?

Do you have “Send email notification of each transaction” selected within the
queue properties?
Seeya,
Paul
I’m in shape, my shape just happens to be pear!

 If you're not having fun, you're not doing it right!

#5

Doesn’t that also send out an email to the requestor every time someone
updates the call?

BenFrom: “Paul Lussier” pll@mclinux.com
To: “Ben Carter” ben@aoncue.net
Cc: rt-users@lists.fsck.com
Sent: Tuesday, October 24, 2000 5:25 PM
Subject: Re: [rt-users] Email on ticket creation

In a message dated: Tue, 24 Oct 2000 17:17:45 BST
"Ben Carter" said:

Well I have tried every single option - the person (a non-queue member)
who

created the ticket gets a reply, but the call is allocated to "nobody"
and

no queue members get notified that there is a new ticket.

Any ideas?

Do you have “Send email notification of each transaction” selected within
the
queue properties?

Seeya,
Paul

I’m in shape, my shape just happens to be pear!

If you’re not having fun, you’re not doing it right!


#6

I think I’m in the same boat as Ben… here’s another perspective:

I’d like to be able to assign tasks to the folks in my group. Currently,
this happens on a synchronous basis – every hour or so I check the list of
tasks that are not assigned and I go through and assign them. I don’t have
notify of every transaction because I don’t need that much e-mail (if I
want the status on something, I’ll look it up, thank you very much); I
would, however, like to know when a brand new, unassigned request gets
entered into the queue so that I can assign it quickly.

I’ve tried creating a NULL user in the database, but that seems to have no
affect.

Any hints?

-Eric

Ben Carter wrote:


#7

In a message dated: Tue, 24 Oct 2000 17:35:54 BST
"Ben Carter" said:

Doesn’t that also send out an email to the requestor every time someone
updates the call?

No, it just notifies Queue Members of every transaction. There are 3
categories in the admin interface under “Modify Queue”:

Notification

 Owner

   Send email notification of each transaction

This one only notifies the owner of each transaction. If an incoming e-mail
creates a new request, by default, the owner is ‘nobody’ and no e-mail get
sent to an “owner” until one is assigned. The default owner can be changed
by setting a ‘default’ tag in the RT code at the proper place.

 Queue members

This category of people to notify consists of the list of people on the right
hand side of the interface for whom you’ve created “RT” accounts for.

   Send email notification of each transaction

This option will send notification on every transaction which occurs.

   Send copies of all correspondence

This will send only copies of correspondance, not notification of when the
status/owner has changed, etc. Just comments between the Requestor and Owner.

   Send copies of all comments

This sends just comments, not all correspondance.

 Requestors

The Requestors are those who originate a request.

 (requestors will always be sent copies of all correspondence.) 

   Send email notifications of each transaction (except comment)

This option will notify the requestor when anything changes wrt the request,
but not send “comments” added to the request.

   Send an autoreply on request creation

This option sends the requestor an autoreply back to them letting them know
that their request has been received and assigned a tracking number.

Hope this helps.
Seeya,
Paul
I’m in shape, my shape just happens to be pear!

 If you're not having fun, you're not doing it right!

#8

Ah !!

Hmm, this does exactly what it says. (I did try that honest!!)

Is there anyway to make it email out to queue-members when a new call is
created (and allocated to nobody) and then stop emailing ALL queue members
when it has been assigned to someone.

Ben.From: “Paul Lussier” pll@mclinux.com
To: “Ben Carter” ben@aoncue.net
Cc: rt-users@lists.fsck.com
Sent: Tuesday, October 24, 2000 6:02 PM
Subject: Re: [rt-users] Email on ticket creation

In a message dated: Tue, 24 Oct 2000 17:35:54 BST
"Ben Carter" said:

Doesn’t that also send out an email to the requestor every time someone
updates the call?

No, it just notifies Queue Members of every transaction. There are 3
categories in the admin interface under “Modify Queue”:

Notification

Owner

Send email notification of each transaction

This one only notifies the owner of each transaction. If an incoming
e-mail
creates a new request, by default, the owner is ‘nobody’ and no e-mail get
sent to an “owner” until one is assigned. The default owner can be
changed
by setting a ‘default’ tag in the RT code at the proper place.

Queue members

This category of people to notify consists of the list of people on the
right
hand side of the interface for whom you’ve created “RT” accounts for.

Send email notification of each transaction

This option will send notification on every transaction which occurs.

Send copies of all correspondence

This will send only copies of correspondance, not notification of when the
status/owner has changed, etc. Just comments between the Requestor and
Owner.

Send copies of all comments

This sends just comments, not all correspondance.

Requestors

The Requestors are those who originate a request.

(requestors will always be sent copies of all correspondence.)

Send email notifications of each transaction (except comment)

This option will notify the requestor when anything changes wrt the
request,
but not send “comments” added to the request.

Send an autoreply on request creation

This option sends the requestor an autoreply back to them letting them
know
that their request has been received and assigned a tracking number.

Hope this helps.

Seeya,
Paul

I’m in shape, my shape just happens to be pear!

If you’re not having fun, you’re not doing it right!


#9

Not in 1.0.xOn Tue, Oct 24, 2000 at 06:11:37PM +0100, Ben Carter wrote:

Ah !!

Hmm, this does exactly what it says. (I did try that honest!!)

Is there anyway to make it email out to queue-members when a new call is
created (and allocated to nobody) and then stop emailing ALL queue members
when it has been assigned to someone.

Ben.

----- Original Message -----
From: “Paul Lussier” pll@mclinux.com
To: “Ben Carter” ben@aoncue.net
Cc: rt-users@lists.fsck.com
Sent: Tuesday, October 24, 2000 6:02 PM
Subject: Re: [rt-users] Email on ticket creation

In a message dated: Tue, 24 Oct 2000 17:35:54 BST
"Ben Carter" said:

Doesn’t that also send out an email to the requestor every time someone
updates the call?

No, it just notifies Queue Members of every transaction. There are 3
categories in the admin interface under “Modify Queue”:

Notification

Owner

Send email notification of each transaction

This one only notifies the owner of each transaction. If an incoming
e-mail
creates a new request, by default, the owner is ‘nobody’ and no e-mail get
sent to an “owner” until one is assigned. The default owner can be
changed
by setting a ‘default’ tag in the RT code at the proper place.

Queue members

This category of people to notify consists of the list of people on the
right
hand side of the interface for whom you’ve created “RT” accounts for.

Send email notification of each transaction

This option will send notification on every transaction which occurs.

Send copies of all correspondence

This will send only copies of correspondance, not notification of when the
status/owner has changed, etc. Just comments between the Requestor and
Owner.

Send copies of all comments

This sends just comments, not all correspondance.

Requestors

The Requestors are those who originate a request.

(requestors will always be sent copies of all correspondence.)

Send email notifications of each transaction (except comment)

This option will notify the requestor when anything changes wrt the
request,
but not send “comments” added to the request.

Send an autoreply on request creation

This option sends the requestor an autoreply back to them letting them
know
that their request has been received and assigned a tracking number.

Hope this helps.

Seeya,
Paul

I’m in shape, my shape just happens to be pear!

If you’re not having fun, you’re not doing it right!


rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

jesse reed vincent — root@eruditorum.orgjesse@fsck.com
pgp keyprint: 50 41 9C 03 D0 BC BC C8 2C B9 77 26 6F E1 EB 91
Emacs is a pretty good operating system, but Unix has a better editor.


#10

Ah !!

Hmm, this does exactly what it says. (I did try that honest!!)

Is there anyway to make it email out to queue-members when a new call is
created (and allocated to nobody) and then stop emailing ALL queue members
when it has been assigned to someone.

There is actually no way.
I’ve partly solved this by adding some own code allowing 'silent’
operations on requestors demand (by adding a check-button nearby 'Submit’
Reply, Comment, etc. buttons).

Ben.

----- Original Message -----
From: “Paul Lussier” pll@mclinux.com
To: “Ben Carter” ben@aoncue.net
Cc: rt-users@lists.fsck.com
Sent: Tuesday, October 24, 2000 6:02 PM
Subject: Re: [rt-users] Email on ticket creation

In a message dated: Tue, 24 Oct 2000 17:35:54 BST
"Ben Carter" said:

Doesn’t that also send out an email to the requestor every time someone
updates the call?

No, it just notifies Queue Members of every transaction. There are 3
categories in the admin interface under “Modify Queue”:

Notification

Owner

Send email notification of each transaction

This one only notifies the owner of each transaction. If an incoming
e-mail
creates a new request, by default, the owner is ‘nobody’ and no e-mail get
sent to an “owner” until one is assigned. The default owner can be
changed
by setting a ‘default’ tag in the RT code at the proper place.

Queue members

This category of people to notify consists of the list of people on the
right
hand side of the interface for whom you’ve created “RT” accounts for.

Send email notification of each transaction

This option will send notification on every transaction which occurs.

Send copies of all correspondence

This will send only copies of correspondance, not notification of when the
status/owner has changed, etc. Just comments between the Requestor and
Owner.

Send copies of all comments

This sends just comments, not all correspondance.

Requestors

The Requestors are those who originate a request.

(requestors will always be sent copies of all correspondence.)

Send email notifications of each transaction (except comment)

This option will notify the requestor when anything changes wrt the
request,
but not send “comments” added to the request.

Send an autoreply on request creation

This option sends the requestor an autoreply back to them letting them
know
that their request has been received and assigned a tracking number.

Hope this helps.

Seeya,
Paul

I’m in shape, my shape just happens to be pear!

If you’re not having fun, you’re not doing it right!


rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

Jan Okrouhly
-----------------------------------------±----okrouhly@civ.zcu.cz—
Laboratory for Computer Science | phone: (420 19) 7491588
University of West Bohemia | location: Univerzitni 22
Americka 42, 306 14 Pilsen, Czech Republic | room: UI404
------------------------------------------73!-de-OK1INC@OK0PPL.#BOH.CZE.EU-


#11

Ah !!

Hmm, this does exactly what it says. (I did try that honest!!)

Is there anyway to make it email out to queue-members when a new call is
created (and allocated to nobody) and then stop emailing ALL queue members
when it has been assigned to someone.

Ben.

Sure. In the rt source tree, edit lib/rt/database/manipulate.pm
In the function add_new_request(), change

if( $in_owner )
{
&rt::template_mail(‘give’,$in_queue_id,$rt::users{$in_owner}{email},"","", “$serial_num” ,
"$transaction_num","$in_subject","$in_current_user",’’);

}

to

if( $in_owner )
{
&rt::template_mail(‘give’,$in_queue_id,$rt::users{$in_owner}{email},"","", “$serial_num” ,
"$transaction_num","$in_subject","$in_current_user",’’);

} else {
&rt::template_mail (‘create_noowner’,$in_queue_id,"$queues{$in_queue_id}{‘dist_list’}","","",
"$serial_num" ,"$transaction_num","$in_subject", “$in_current_user”,’’);
}

This will also require adding a new template.(In the source snip above,
I assume it’s called “create_noowner”)
Here’s one:
–snip–
%trans:text_time%: Request %serial_num% was created.

Transaction: %trans:text%

   Queue: %req:queue_id%
    Area: %req:area%               
   Owner: %req:owner%

Requestors: %req:requestors%
Status: %req:status%

This ticket was created with no owner; this email is to let you
know in case you happen to want to take it or assign it.
%trans:content%
–snip–
In your source tree, this would go under lib/generic_templates

After these changes,
#make upgrade-noclobber
and this template will be available for all new queues you create.

However, you will have to manually copy it for queues that already exist.
To do this, you’ll have to copy from your rt-install-dir/rt/lib/generic_templates
to rt-install-dir/rt/etc/templates/queues/queuename

Ferexample, I’ve got rt installed under /usr/local/rt, and I already had two queues
named ‘testq1’ and ‘testq2’ before I made those code changes and created the template.
After I have done a “make upgrade-noclobber”, I need to:
cp /usr/local/rt/lib/generic_templates/create_noowner /usr/local/rt/etc/templates/queues/testq1
cp /usr/local/rt/lib/generic_templates/create_noowner /usr/local/rt/etc/templates/queues/testq2

Later, I make a queue testq3. On creation, the create_noowner is automagically copied to that
qeueu’s template directory, so I will not need to copy it manually.

Note that this only will mail on creation when there is no owner assigned, and there is no way to change that behavior unless you change the code again. I am too lazy to add a easy, pretty way to configure it. :slight_smile:

Please forgive crappy formatting. Sometimes I forget I’m using vi.
john.case@tenzing.com


#12

John Case wrote:

Ah !!

Hmm, this does exactly what it says. (I did try that honest!!)

Is there anyway to make it email out to queue-members when a new call is
created (and allocated to nobody) and then stop emailing ALL queue members
when it has been assigned to someone.

Ben.

Sure. In the rt source tree, edit lib/rt/database/manipulate.pm
In the function add_new_request(), change

SNIP

Assuming that RT is set up like ours is, with a user account for queue
address, and qmail as the MTA, this is as simple as:

[queue@rt queue]$ cat .qmail
&queue-members-list@example.com
| /usr/local/rt/bin/rt-mailgate support correspond

(We currently use this setup to forward to a monitor’s pager when a new
transaction is created).

This will sometimes create extra emails when people simply email replies
in, but this is a feature in our circumstances, where the requestor will
usually be the only one emailing replies.

A similar setup with a .forward should be dead easy, I’d bet, but don’t
ask me for advice on that, I’ve avoided sendmail like the plague for
quite some time now…

HTH,

GW


#13

Hi,

I added an --orphans option to rtreports that lists unowned
unresolved tickets. The core is the following SQL query:

SELECT DISTINCT effective_sn, status, queue_id, area, subject
FROM each_req
WHERE ((status = ‘open’) OR (status = ‘stalled’)) AND (owner = ‘’)
ORDER BY queue_id, area, effective_sn

It wouldn’t be too hard to periodically regenerate and mail the
orphan report or constrain the query on date_created if you only
want to be notificatied once per ticket.

My hacked-up version of rtreports is called queuestatus and is
located at:

http://www.jump.net/~arclight/projects/rt/queuestatus

Let me know if you find it useful or have any questions,

– BobOn 24 Oct 00, at 9:59, Eric Horne wrote:

I think I’m in the same boat as Ben… here’s another perspective:

I’d like to be able to assign tasks to the folks in my group.
Currently, this happens on a synchronous basis – every hour or so I
check the list of tasks that are not assigned and I go through and
assign them. I don’t have notify of every transaction because I don’t
need that much e-mail (if I want the status on something, I’ll look it
up, thank you very much); I would, however, like to know when a brand
new, unassigned request gets entered into the queue so that I can
assign it quickly.

I’ve tried creating a NULL user in the database, but that seems to
have no affect.

Any hints?

-Eric

Ben Carter wrote:

Doesn’t that also send out an email to the requestor every time
someone updates the call?

Ben
----- Original Message -----
From: “Paul Lussier” pll@mclinux.com
To: “Ben Carter” ben@aoncue.net
Cc: rt-users@lists.fsck.com
Sent: Tuesday, October 24, 2000 5:25 PM
Subject: Re: [rt-users] Email on ticket creation

In a message dated: Tue, 24 Oct 2000 17:17:45 BST
"Ben Carter" said:

Well I have tried every single option - the person (a non-queue
member)
who

created the ticket gets a reply, but the call is allocated to
"nobody"
and

no queue members get notified that there is a new ticket.

Any ideas?

Do you have “Send email notification of each transaction” selected
within
the
queue properties?

Seeya,
Paul

I’m in shape, my shape just happens to be pear!

If you’re not having fun, you’re not doing it right!


rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users


rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users


#14

Assuming that RT is set up like ours is, with a user account for queue
address, and qmail as the MTA, this is as simple as:

[queue@rt queue]$ cat .qmail
&queue-members-list@example.com
| /usr/local/rt/bin/rt-mailgate support correspond

(We currently use this setup to forward to a monitor’s pager when a new
transaction is created).

What that won't do, however, is tell the queue-members-list
the ticket number of the new addition.

Luckily Jesse was nice enough to add extended syntax options
to rt-mailgate in 1.0.4pre3 to help with this kind of thing;
run `~rt/bin/rt-mailgate --help` for syntax.

J.D. Falk "Laughter is the sound
Product Manager that knowledge makes when it’s born."
Mail Abuse Prevention System LLC – The Cluetrain Manifesto