How to pull a report that includes the last transaction in the history of the ticket?

RT Developers
1

I have been playing around with RT’s Data Tables and I am not able to
find the actual history lines of data for a ticket (the actual email
content that was sent to RT). Any advise on where to look? This is a
special request for a migration project and I am wondering if it can be
done using a query tool?

-Mark Grob

2

Dear RT Developers,

since a long time i have several requests from my users to have a better handling of AdminCC and CC on queue and ticket level. By default the internal RT Action Notify allows you only to mail to all CC’s or AdminCC’s but not to devide them into Queue AdminCc’s/Cc’s or Ticket Admin.

I had a look into the Notify.pm and got the idea to do the following:

Add to the exsisting “Rules” some like this:

if ( $arg =~ /\bQueueCc\b/ ) {

    #If we have a To, make the Ccs, Ccs, otherwise, promote them to To
    if (@To) {
        push ( @Cc, $ticket->QueueObj->Cc->MemberEmailAddresses  );
    }
    else {
        push ( @To, $ticket->QueueObj->Cc->MemberEmailAddresses  );
    }
}

if ( $arg =~ /\bTicketCc\b/ ) {

    #If we have a To, make the Ccs, Ccs, otherwise, promote them to To
    if (@To) {
        push ( @Cc, $ticket->Cc->MemberEmailAddresses );
    }
    else {
        push ( @Cc, $ticket->Cc->MemberEmailAddresses  );
    }
}

if ( $arg =~ /\bQueueAdminCc\b/ ) {
    push ( @Bcc, $ticket->QueueObj->AdminCc->MemberEmailAddresses  );
}

if ( $arg =~ /\bTicketAdminCc\b/ ) {
push ( @Bcc, $ticket->AdminCc->MemberEmailAddresses );
}

and also add some scripActions to RT DB like this:

INSERT Into ScripActions(
Name, Description, ExecModule, Argument, Creator, Created, LastUpdatedBy, LastUpdated
) VALUES (
‘Notify TicketCcs’, ‘Sends mail to the Ticket Ccs’, ‘Notify’, ‘TicketCc’, 1, NOW(), 1, NOW()
);

INSERT Into ScripActions(
Name, Description, ExecModule, Argument, Creator, Created, LastUpdatedBy, LastUpdated
) VALUES (
‘Notify QueueCcs’, ‘Sends mail to the Queue Ccs’, ‘Notify’, ‘QueueCc’, 1, NOW(), 1, NOW()
);

INSERT Into ScripActions(
Name, Description, ExecModule, Argument, Creator, Created, LastUpdatedBy, LastUpdated
) VALUES (
‘Notify QueueAdminCc’, ‘Sends mail to the Queue AdminCcs’, ‘Notify’, ‘QueueAdminCc’, 1, NOW(), 1, NOW()
);

INSERT Into ScripActions(
Name, Description, ExecModule, Argument, Creator, Created, LastUpdatedBy, LastUpdated
) VALUES (
‘Notify TicketAdminCcs’, ‘Sends mail to the Ticket Admin Ccs’, ‘Notify’, ‘TicketAdminCc’, 1, NOW(), 1, NOW()
);

INSERT Into ScripActions(
Name, Description, ExecModule, Argument, Creator, Created, LastUpdatedBy, LastUpdated
) VALUES (
‘Notify QueueAdminCc and QueueCc’, ‘Sends mail to the Queue Admin Ccs and Queue Ccs’, ‘Notify’, ‘QueueAdminCc,QueueCc’, 1, NOW(), 1, NOW()
);

Does it from your point of view to use this instead of the global “Mail All” Scrips? I’ve tried it out and it works great so far, now problems…

This also means to replace or rebuild some global scrips and you can easily define the mailing…much esier than scrip them all by hand.

Any Ideas or comments?

Torsten

Kuehne + Nagel (AG & Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), Uwe Bielang (Stellv.), Bruno Mang, Dirk Blesius (Stellv.), Alfred Manke, Christian Marnetté (Stellv.), Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft: Kuehne & Nagel A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne

3

I think that rather than making the default Notify.pm action more
complex, I’d recommend using NotifyOtherRecipients or an ‘Empty’ notify
and putting a custom Cc or Bcc in your templateOn Thu 5.Feb’09 at 15:10:19 +0100, Ham MI-ID, Torsten Brumm wrote:

Dear RT Developers,

since a long time i have several requests from my users to have a better
handling of AdminCC and CC on queue and ticket level. By default the
internal RT Action Notify allows you only to mail to all CC’s or AdminCC’s
but not to devide them into Queue AdminCc’s/Cc’s or Ticket Admin.

I had a look into the Notify.pm and got the idea to do the following:

Add to the exsisting “Rules” some like this:

   if ( $arg =~ /\bQueueCc\b/ ) {

       #If we have a To, make the Ccs, Ccs, otherwise, promote them to To
       if (@To) {
           push ( @Cc, $ticket->QueueObj->Cc->MemberEmailAddresses  );
       }
       else {
           push ( @To, $ticket->QueueObj->Cc->MemberEmailAddresses  );
       }
   }

   if ( $arg =~ /\bTicketCc\b/ ) {

       #If we have a To, make the Ccs, Ccs, otherwise, promote them to To
       if (@To) {
           push ( @Cc, $ticket->Cc->MemberEmailAddresses );
       }
       else {
           push ( @Cc, $ticket->Cc->MemberEmailAddresses  );
       }
   }

   if ( $arg =~ /\bQueueAdminCc\b/ ) {
       push ( @Bcc, $ticket->QueueObj->AdminCc->MemberEmailAddresses  );
   }

if ( $arg =~ /\bTicketAdminCc\b/ ) {
       push ( @Bcc, $ticket->AdminCc->MemberEmailAddresses  );
   }

and also add some scripActions to RT DB like this:

INSERT Into ScripActions(
Name, Description, ExecModule, Argument, Creator, Created,
LastUpdatedBy, LastUpdated
) VALUES (
‘Notify TicketCcs’, ‘Sends mail to the Ticket Ccs’, ‘Notify’,
‘TicketCc’, 1, NOW(), 1, NOW()
);

INSERT Into ScripActions(
Name, Description, ExecModule, Argument, Creator, Created,
LastUpdatedBy, LastUpdated
) VALUES (
‘Notify QueueCcs’, ‘Sends mail to the Queue Ccs’, ‘Notify’, ‘QueueCc’,
1, NOW(), 1, NOW()
);

INSERT Into ScripActions(
Name, Description, ExecModule, Argument, Creator, Created,
LastUpdatedBy, LastUpdated
) VALUES (
‘Notify QueueAdminCc’, ‘Sends mail to the Queue AdminCcs’, ‘Notify’,
‘QueueAdminCc’, 1, NOW(), 1, NOW()
);

INSERT Into ScripActions(
Name, Description, ExecModule, Argument, Creator, Created,
LastUpdatedBy, LastUpdated
) VALUES (
‘Notify TicketAdminCcs’, ‘Sends mail to the Ticket Admin Ccs’, ‘Notify’,
‘TicketAdminCc’, 1, NOW(), 1, NOW()
);

INSERT Into ScripActions(
Name, Description, ExecModule, Argument, Creator, Created,
LastUpdatedBy, LastUpdated
) VALUES (
‘Notify QueueAdminCc and QueueCc’, ‘Sends mail to the Queue Admin Ccs
and Queue Ccs’, ‘Notify’, ‘QueueAdminCc,QueueCc’, 1, NOW(), 1, NOW()
);

Does it from your point of view to use this instead of the global “Mail
All” Scrips? I’ve tried it out and it works great so far, now problems…

This also means to replace or rebuild some global scrips and you can
easily define the mailing…much esier than scrip them all by hand.

Any Ideas or comments?

Torsten

Kuehne + Nagel (AG & Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann
(Vors.), Uwe Bielang (Stellv.), Dirk Blesius (Stellv.), Bruno Mang, Alfred
Manke, Christian Marnetté (Stellv.), Mark Reinhardt (Stellv.), Jens
Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928,
USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft: Kuehne & Nagel
A.G., Sitz: Contern/Luxemburg, Geschaeftsfuehrender Verwaltungsrat:
Klaus-Michael Kuehne

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