Forwarding of tickets

Rajesh_Kumar_Mallah · April 14, 2002, 4:37pm

is it possible to forward tickets to a give email address

thru RT web interface?

regds
mallah

Marc_Hedlund · April 14, 2002, 5:22pm

I don’t think so, but I very much agree that this is a desirable feature.

Marc Hedlund
e: marc at precipice dot orgOn Sun, 14 Apr 2002, Rajesh Kumar Mallah wrote:

is it possible to forward tickets to a give email address

thru RT web interface?

regds
mallah

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

Jan_Okrouhly · April 15, 2002, 11:26am

I don’t think so, but I very much agree that this is a desirable feature.

I’ve implemented this 2 years ago (Jesse saw it), but only for our
internal purposes. I use an own branch of RT 2.0.9 so I don’t have “patch”
for the most actual version. But if I’ll be asked for it be Jesse, I would
prepare it.

Marc Hedlund
e: marc at precipice dot org

is it possible to forward tickets to a give email address

thru RT web interface?

regds
mallah

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

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Jan Okrouhly
-----------------------------------------+---–okrouhly@civ.zcu.cz—
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University of West Bohemia | location: Univerzitni 22
Americka 42, 306 14 Pilsen, Czech Republic | room: UI404
------------------------------------------73!-de-OK1INC@OK0PPL.#BOH.CZE.EU-

Simon_Cozens · April 15, 2002, 11:41am

Jan Okrouhly:

I’ve implemented this 2 years ago (Jesse saw it), but only for our
internal purposes. I use an own branch of RT 2.0.9 so I don’t have “patch”
for the most actual version. But if I’ll be asked for it be Jesse, I would
prepare it.

Here’s a patch which does it, and corrects the quoting style for forwarded
messages.

Change 14965 by simon@simon-squash on 2002/03/18 13:05:58

 I believe this gives us forward-to-third-party.

Affected files …

… //systems/src/rt/lib/RT/Action/SendToThirdParty.pm#1 add
… //systems/src/rt/lib/RT/Interface/Web.pm#3 edit
… //systems/src/rt/lib/RT/Ticket.pm#13 edit
… //systems/src/rt/lib/RT/Transaction.pm#3 edit
… //systems/src/rt/webrt/Elements/MessageBox#3 edit
… //systems/src/rt/webrt/Ticket/Elements/ShowTransaction#15 edit
… //systems/src/rt/webrt/Ticket/Update.html#3 edit

Differences …

==== //systems/src/rt/lib/RT/Interface/Web.pm#3 (text) ====
Index: src/rt/lib/RT/Interface/Web.pm
— src/rt/lib/RT/Interface/Web.pm.~1~ Mon Mar 18 14:07:51 2002
+++ src/rt/lib/RT/Interface/Web.pm Mon Mar 18 14:07:51 2002
@@ -249,8 +249,14 @@
MIMEObj => $Message,
TimeTaken => $args{ARGSRef}->{‘UpdateTimeWorked’});
push(@{$args{Actions}}, $Description);

}
else {

} elsif ($args{ARGSRef}->{‘UpdateType’} eq ‘forward’) {

  my ($Transaction, $Description) = $args{TicketObj}->Forward

  ( ForwardTo => $args{ARGSRef}->{'ForwardTo'},

    BccMessageTo => $args{ARGSRef}->{'UpdateBcc'},

```
    MIMEObj => $Message,
```

    TimeTaken => $args{ARGSRef}->{'UpdateTimeWorked'});

  push(@{$args{Actions}}, $Description);

} else {
push(@{$args{‘Actions’}}, “Update type was neither correspondence nor comment. Update not recorded”);
}
}

==== //systems/src/rt/lib/RT/Ticket.pm#13 (xtext) ====
Index: src/rt/lib/RT/Ticket.pm
— src/rt/lib/RT/Ticket.pm.~1~ Mon Mar 18 14:07:51 2002
+++ src/rt/lib/RT/Ticket.pm Mon Mar 18 14:07:51 2002
@@ -1758,6 +1758,48 @@

}}}

+# {{{ sub Forward
+=head2 Forward
+Forward this ticket onto a third party.
+Takes a hashref with the follwoing attributes:
+MIMEObj, TimeTaken, ForwardTo
+=cut
+sub Forward {

my $self = shift;
my %args = (
```
    MIMEObj => undef,
```
```
     ForwardTo => undef,
```
```
    TimeTaken => 0,
```
```
    @_ );
```
unless (($self->CurrentUserHasRight(‘ReplyToTicket’)) or

($self->CurrentUserHasRight('ModifyTicket'))) {

```
 return (0, "Permission Denied");
```
}
unless ($args{ForwardTo}) {

 return (0, "No Forwarding Address Given");

}
#Record the correspondence (write the transaction)
my ($Trans, $Msg, $TransObj) = $self->_NewTransaction( Type => ‘Forward’,
```
  		      Data =>$args{'ForwardTo'},
```

  		      TimeTaken => $args{'TimeTaken'},

```
  		      MIMEObj => $args{'MIMEObj'}
```
```
  		    );
```
return ($Trans, “Message Forwarded”);
+}

}}}

{{{ Routines dealing with Links and Relations between tickets

==== //systems/src/rt/lib/RT/Transaction.pm#3 (xtext) ====
Index: src/rt/lib/RT/Transaction.pm
— src/rt/lib/RT/Transaction.pm.~1~ Mon Mar 18 14:07:51 2002
+++ src/rt/lib/RT/Transaction.pm Mon Mar 18 14:07:51 2002
@@ -332,7 +332,7 @@
$content=$wrapper->wrap($content);
}

$content =~ s/^/> /gm;

$content =~ s/^/> /gm unless $args{‘Quote’} == 2; # Secondary quoting style
$content = ‘[’ . $self->CreatorObj->Name() . ’ - ’ . $self->CreatedAsString()
. “]:\n\n”
. $content . “\n\n”;

==== //systems/src/rt/webrt/Elements/MessageBox#3 (text) ====
Index: src/rt/webrt/Elements/MessageBox
— src/rt/webrt/Elements/MessageBox.~1~ Mon Mar 18 14:07:51 2002
+++ src/rt/webrt/Elements/MessageBox Mon Mar 18 14:07:51 2002
@@ -10,11 +10,11 @@
if ($QuoteTransaction) {
my $transaction=RT::Transaction->new($session{‘CurrentUser’});
$transaction->Load($QuoteTransaction);

$message=$transaction->Content(Quote => 1);

$message=$transaction->Content(Quote => $Style+1);
}

my $signature = ‘’;
-if ($session{‘CurrentUser’}->UserObj->Signature) {
+if ($session{‘CurrentUser’}->UserObj->Signature and $Style != 1) {
$signature = “-- \n”.$session{‘CurrentUser’}->UserObj->Signature;
}

@@ -26,5 +26,6 @@
$DefaultURI => undef
$Width => 72
$MessageURI => undef
+$Style => 0 # Style 0 is ordinary replying, style 1 is forwarding
</%ARGS>

==== //systems/src/rt/webrt/Ticket/Elements/ShowTransaction#15 (xtext) ====
Index: src/rt/webrt/Ticket/Elements/ShowTransaction
— src/rt/webrt/Ticket/Elements/ShowTransaction.~1~ Mon Mar 18 14:07:51 2002
+++ src/rt/webrt/Ticket/Elements/ShowTransaction Mon Mar 18 14:07:51 2002
@@ -126,6 +126,10 @@
“[<a class=‘inverse’ href="Update.html?id=”.
$Transaction->Ticket . “&DefaultStatus=resolved&QuoteTransaction=”.$Transaction->Id.
"&Action=Respond">Resolve] ";

```
  $titlebar_commands .= 
```

	  "[<a class='inverse' href=\"Update.html?id=".

    $Transaction->Ticket . "&QuoteTransaction=".$Transaction->Id.

```
    "&Action=Forward\">Forward</a>] ";
```
}
}

==== //systems/src/rt/webrt/Ticket/Update.html#3 (xtext) ====
Index: src/rt/webrt/Ticket/Update.html
— src/rt/webrt/Ticket/Update.html.~1~ Mon Mar 18 14:07:51 2002
+++ src/rt/webrt/Ticket/Update.html Mon Mar 18 14:07:51 2002
@@ -34,8 +34,6 @@

Update Type:
@@ -44,9 +42,14 @@
% }
% if ($CanRespond) {
<option value=“response” <%$ResponseDefault%>>Response to requestors

>Forward to 3rd Party

% }

+% if ($Action eq “Forward”) {
+Forwarding address:
+

+% }

Status:
<& /Elements/SelectStatus, Name=>“Status”, Default => $DefaultStatus &>
@@ -56,7 +59,7 @@
minutes

Attach:

-<& /Elements/MessageBox, Name=>“UpdateContent”, QuoteTransaction=>$ARGS{QuoteTransaction} &>
+<& /Elements/MessageBox, Name=>“UpdateContent”, QuoteTransaction=>$ARGS{QuoteTransaction}, Style => $Action eq “Forward” &>

@@ -79,6 +82,8 @@

if ($DefaultStatus eq ‘resolved’) {
$title = “Resolve”;
+} elsif ($Action eq ‘Forward’) {

$title = “Forward”;
} else {
$title = “Update”;
}
@@ -89,6 +94,7 @@

for the convinience:

my $CommentDefault=$Action eq “Comment” ? “SELECTED” : “”;
my $ResponseDefault=$Action eq “Respond” ? “SELECTED” : “”;
+my $ForwardDefault=$Action eq “Forward” ? “SELECTED” : “”;

$DefaultStatus = $Ticket->Status() unless ($DefaultStatus);

==== //systems/src/rt/lib/RT/Action/SendToThirdParty.pm#1 (xtext) ====
Index: src/rt/lib/RT/Action/SendToThirdParty.pm
— src/rt/lib/RT/Action/SendToThirdParty.pm.~1~ Mon Mar 18 14:07:51 2002
+++ src/rt/lib/RT/Action/SendToThirdParty.pm Mon Mar 18 14:07:51 2002
@@ -0,0 +1,28 @@
+#$Header: /raid/cvsroot/rt/lib/RT/Action/Notify.pm,v 1.2 2001/11/06 23:04:17 jesse Exp $
+package RT::Action::SendToThirdParty;
+require RT::Action::SendEmail;
+@ISA = qw(RT::Action::SendEmail);
+# {{{ sub SetRecipients
+=head2 SetRecipients
+Sets the recipients of this message to the user specified in the
+transaction.
+=cut
+sub SetRecipients {

my $self=shift;
$arg=$self->Argument;
@{$self->{‘To’}} = @{$self->TransactionObj->Data};
return(1);
+}
+# }}}
+1;
End of Patch.

About the use of language: it is impossible to sharpen a pencil with a blunt
ax. It is equally vain to try to do it with ten blunt axes instead.
– Edsger Dijkstra