Help with webrt

Hi i new to the list and sorry if this has been asked before.

I run a box with the following:-
Redhat 9.0
RT-3.0.9
Fetchmail which comes with Redhat 9.0

1.so my problem is that i’m trying to use fetchmail to get mail from the
server to WebRT I have 4 queues and one main email address which all my
clients know so i don’t want to confuse my client by giving them 4
different email address, so what i want is that when i receive an email
i want the email to go to the right queue so how do i do that?

2.The other thing that i want to know is that is it possible to have
time worked =15 minutes by default?

Kind Regards,
Phillip
Phillip Leremi
Tel: 011 884 7633
Fax: 011 883 5805
phillip@reportstar.net

Kind Regards,
Phillip
Phillip Leremi
Tel: 011 884 7633
Fax: 011 883 5805
phillip@reportstar.net

Kind Regards,
Phillip
Phillip Leremi
Tel: 011 884 7633
Fax: 011 883 5805
phillip@reportstar.net

Phillip Leremi wrote:

Hi i new to the list and sorry if this has been asked before.

I run a box with the following:-
Redhat 9.0
RT-3.0.9
Fetchmail which comes with Redhat 9.0

1.so my problem is that i’m trying to use fetchmail to get mail from the
server to WebRT I have 4 queues and one main email address which all my
clients know so i don’t want to confuse my client by giving them 4
different email address, so what i want is that when i receive an email
i want the email to go to the right queue so how do i do that?
And how do you think RT should identify queue? Header? Subject? Body?
I think that it’s fine with followups, but for first request RT must
identify queue somehow.

Phillip Leremi wrote:

Ruslan U. Zakirov wrote:

Phillip Leremi wrote:

Hi i new to the list and sorry if this has been asked before.

I run a box with the following:-
Redhat 9.0
RT-3.0.9
Fetchmail which comes with Redhat 9.0

1.so my problem is that i’m trying to use fetchmail to get mail from
the server to WebRT I have 4 queues and one main email address which
all my clients know so i don’t want to confuse my client by giving
them 4 different email address, so what i want is that when i receive
an email i want the email to go to the right queue so how do i do that?

And how do you think RT should identify queue? Header? Subject? Body?
I think that it’s fine with followups, but for first request RT must
identify queue somehow.

so what u are saying is that it’s not possible what i want to do?So can
I move the request to the correct queue manual.
You could move it manual.
Do next test to be sure:

  1. Create new test ticket in queue1 with mail.
  2. move it to queue2
  3. try to folowup with reply by email.
  4. If RT attached followup to ticket, then you could use this aproach.
    If RT created new ticket from followup then it’s bad.

2.The other thing that i want to know is that is it possible to have
time worked =15 minutes by default?

I think you could add:

$ARGS{UpdateTimeWorked} |= 15;

Just in the beginning of <%INIT> block of share/html/Ticket/Update.html

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Hi Phillip,

so what u are saying is that it’s not possible what i want to do?So
can I move the request to the correct queue manual.

It might be possible to do it with procmail and some filters based on
the client’s email-address.

Regards,

Benne

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Phillip Leremi wrote:

Ruslan U. Zakirov wrote:

Phillip Leremi wrote:

Ruslan U. Zakirov wrote:

Phillip Leremi wrote:

Hi i new to the list and sorry if this has been asked before.

I run a box with the following:-
Redhat 9.0
RT-3.0.9
Fetchmail which comes with Redhat 9.0

1.so my problem is that i’m trying to use fetchmail to get mail
from the server to WebRT I have 4 queues and one main email address
which all my clients know so i don’t want to confuse my client by
giving them 4 different email address, so what i want is that when
i receive an email i want the email to go to the right queue so how
do i do that?

And how do you think RT should identify queue? Header? Subject? Body?
I think that it’s fine with followups, but for first request RT must
identify queue somehow.

so what u are saying is that it’s not possible what i want to do?So
can I move the request to the correct queue manual.

You could move it manual.
Do next test to be sure:

  1. Create new test ticket in queue1 with mail.
  2. move it to queue2
  3. try to folowup with reply by email.
  4. If RT attached followup to ticket, then you could use this aproach.
    If RT created new ticket from followup then it’s bad.

2.The other thing that i want to know is that is it possible to
have time worked =15 minutes by default?

I think you could add:

$ARGS{UpdateTimeWorked} |= 15;

Just in the beginning of <%INIT> block of share/html/Ticket/Update.html

Did u try this?
I did as u said and it’s still the same. any more suggestions!
CC list to please.

Sorry for that. You don’t need to hack RT code. You could use
CustomActions. There is an article about it:
http://wiki.bestpractical.com/cgi-bin/index.cgi?WriteCustomAction

I think SimpleExample chapter could help you.

Even more: RT has TimeWorked for Ticket and Transaction. For which do
you want default value?

Phillip Leremi wrote:

Ruslan U. Zakirov wrote:

Phillip Leremi wrote:

Ruslan U. Zakirov wrote:

Phillip Leremi wrote:

Ruslan U. Zakirov wrote:

Phillip Leremi wrote:

Hi i new to the list and sorry if this has been asked before.

I run a box with the following:-
Redhat 9.0
RT-3.0.9
Fetchmail which comes with Redhat 9.0

1.so my problem is that i’m trying to use fetchmail to get mail
from the server to WebRT I have 4 queues and one main email
address which all my clients know so i don’t want to confuse my
client by giving them 4 different email address, so what i want
is that when i receive an email i want the email to go to the
right queue so how do i do that?

And how do you think RT should identify queue? Header? Subject? Body?
I think that it’s fine with followups, but for first request RT
must identify queue somehow.

so what u are saying is that it’s not possible what i want to do?So
can I move the request to the correct queue manual.

You could move it manual.
Do next test to be sure:

  1. Create new test ticket in queue1 with mail.
  2. move it to queue2
  3. try to folowup with reply by email.
  4. If RT attached followup to ticket, then you could use this
    aproach. If RT created new ticket from followup then it’s bad.

2.The other thing that i want to know is that is it possible to
have time worked =15 minutes by default?

I think you could add:

$ARGS{UpdateTimeWorked} |= 15;

Just in the beginning of <%INIT> block of share/html/Ticket/Update.html

Did u try this?
I did as u said and it’s still the same. any more suggestions!

CC list to please.

Sorry for that. You don’t need to hack RT code. You could use
CustomActions. There is an article about it:
Request Tracker Wiki

I think SimpleExample chapter could help you.

Even more: RT has TimeWorked for Ticket and Transaction. For which do
you want default value?

I want to make a default for TimeWorked for Ticket
Condition:

On Create

Preparation code:

we don’t need any preparation yet.

return 1;

Commit code:

unless( $self->TicketObj->TimeWorked ) {
$self->TicketObj->SetTimeWorked( 15 );
}
return 1;

Phillip Leremi wrote:
[snip]

Condition:

On Create

Preparation code:

we don’t need any preparation yet.

return 1;

Commit code:

unless( $self->TicketObj->TimeWorked ) {
$self->TicketObj->SetTimeWorked( 15 );
}
return 1;

where should i put this code?

You should add scrip action via Web UI.
As action use ‘User defined’. Stage TransactionCreate.

Find time look on wiki pages and RT docs. There is a lot basics.

	Good luck. Ruslan.

Always CC to user list also.

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Hi Phillip,

please CC the list when responding.

how? can u plz give me instruction

I don’t know how, I just know it is possible. If I would need it I
would star by reading something like

http://mirror.ncsa.uiuc.edu/procmail-faq/mini-faq.html

what if a clients request are for different queues?

Then you could filter based on keywords etc. whatever you look at when
you would manually decide where to put the mail.

Regards,

Benne
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[…]

Always CC to user list also.

may be list admin shd make all replies default to the list?

ernest.

Ernest Byaruhanga wrote:

----- Original Message -----
From: “Ruslan U. Zakirov” cubic@acronis.ru
Sent: Thursday, March 25, 2004 2:48 PM

[…]

Always CC to user list also.

may be list admin shd make all replies default to the list?
No. I prefer to get two messages. So I know about reply on my message or
thread that I interested in and I have consistent ML archive also. I
could easy write private message if it’s needed.