Forward ticket with complete history and attachments (refresh)

RT Users
1

Hello everybody,

does RT 4.2.10 support forward of tickets as a whole (ideally CF’s included
automatically in the body) to external email address, or do I have to mess
in the code as advised in this thread
(Carbon60: Cloud Consulting - Services and Solutions 5 years ago, RT
3.8.8)?

Thank you & best regards

Piotr

2

Hello again,

to be more precise: RT does forward tickets, but only transactions of type
’correspond’. I want RT to forward all transactions - inclusive ‘comments’.
How to?

Thanks in advance for any hint.

BR, Piotr

3

Hello again,

I’m close to the solution.

The most important thing is to include comments:

file ~/rt4/lib/RT/Action/SendForward.pm line 97:

VALUE => [qw(Create Correspond Comment)],

To make RT also to forward Forward transactions (while forwarding you can
add message too), you need

VALUE => [qw(Create Correspond Comment Forward Ticket)],

The problem is that the name of this transactions contain space and is
treated as two separate transactions types (i.e. Forward and Ticket).

This trick below does not work:

VALUE => [qw(Create Correspond Comment “Forward\ Ticket”)],

I renamed the transaction type in the database and it works as expected.

Where are all the transaction types defined? BTW: the convention is
inconsistent, because another transaction types e.g. CommentEmailRecord,
EmailRecord, SetWatcher, CustomField do not contain spaces. In my opinion
it’s deserves a change request.

Thank you & best regards

PS. Thank you, Jerome Ch. from Canada for you help!

Piotr Mańturzyk

Noox Technologies

Tel. +48 881 448 713From: Piotr Mańturzyk (NooxTechnologies)
[mailto:piotr.manturzyk@nooxtech.pl]
Sent: Thursday, August 6, 2015 11:18 AM
To: ‘rt-users@lists.bestpractical.com’ rt-users@lists.bestpractical.com
Subject: RE: Forward ticket with complete history and attachments (refresh)

Hello again,

to be more precise: RT does forward tickets, but only transactions of type
‘correspond’. I want RT to forward all transactions - inclusive ‘comments’.
How to?

Thanks in advance for any hint.

BR, Piotr

4

Hello again,

I’m close to the solution.

The most important thing is to include comments:

file ~/rt4/lib/RT/Action/SendForward.pm line 97:

VALUE => [qw(Create Correspond Comment)],

To make RT also to forward Forward transactions (while forwarding you can
add message too), you need

VALUE => [qw(Create Correspond Comment Forward Ticket)],

The problem is that the name of this transactions contain space and is
treated as two separate transactions types (i.e. Forward and Ticket).

This trick below does not work:

VALUE => [qw(Create Correspond Comment “Forward\ Ticket”)],

If your array has spaces in the items, then the perl function qw isn’t
what you want. Just use a list:

VALUE => [
‘Create’,
‘Correspond’,
‘Comment’,
‘Forward Ticket’,
],

or you could intermix qw into the list, but that is unsightly:

VALUE => [
qw(Create Correspond Comment),
‘Forward Ticket’,
],

I renamed the transaction type in the database and it works as expected.

I wouldn’t do that. Touching the DB seems to be the wrong approach.

-m

5

Matt, thank you very much.
VALUE => [‘Create’,‘Correspond’,‘Comment’,‘Forward Ticket’],
It works and I know, how to add more!
And touching the DB was only to check, whether the space in the name was really the only problem. It was, and I reverted to original “out of the box” setting.
Many thanx again.
Have a nice day, Piotr

Piotr Mańturzyk
Noox Technologies
Tel. +48 881 448 713From: Matt Zagrabelny [mailto:mzagrabe@d.umn.edu]
Sent: Tuesday, August 11, 2015 2:40 PM
To: Piotr Mańturzyk (NooxTechnologies) piotr.manturzyk@nooxtech.pl
Cc: rt-users rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Forward ticket with complete history and attachments (refresh)

Hello again,

I’m close to the solution.

The most important thing is to include comments:

file ~/rt4/lib/RT/Action/SendForward.pm line 97:

VALUE => [qw(Create Correspond Comment)],

To make RT also to forward Forward transactions (while forwarding you
can add message too), you need

VALUE => [qw(Create Correspond Comment Forward Ticket)],

The problem is that the name of this transactions contain space and is
treated as two separate transactions types (i.e. Forward and Ticket).

This trick below does not work:

VALUE => [qw(Create Correspond Comment “Forward\ Ticket”)],

If your array has spaces in the items, then the perl function qw isn’t what you want. Just use a list:

VALUE => [
‘Create’,
‘Correspond’,
‘Comment’,
‘Forward Ticket’,
],

or you could intermix qw into the list, but that is unsightly:

VALUE => [
qw(Create Correspond Comment),
‘Forward Ticket’,
],

I renamed the transaction type in the database and it works as expected.

I wouldn’t do that. Touching the DB seems to be the wrong approach.

-m