Hi all … I’m running 2.0.13 and am wanting to use the mail interface
as much as possible for all my tickets.
At the moment I have the following scrips running on my queue (in the
order presented in the interface):
OnCreate AutoreplyToRequestors with template helpdesk Autoreply
OnCorrespond NotifyRequestorsAndCcs with template helpdesk Correspondence
OnResolve NotifyRequestorsAndCcs with template helpdesk Resolved
OnStatus NotifyOwner with template helpdesk StatusChange
OnCreate NotifyAdminCcs with template helpdesk Correspondence
OnCorrespond NotifyOwner with template helpdesk Correspondence
OnComment NotifyOwner with template helpdesk Correspondence
When a new message is received by RT, the requestor receives the
AutoReply as normal, and I receive the message as well since I’m also
the AdminCc for this queue.
After this point if I reply to the AdminCc’d message with my mail
client, or if I reply to the ticket from within the web interface or if the
requestor replies to any of the mail they’re received from the system it
won’t be delivered to me (it will be added as normal to the call history
and will appear in the web interface). Whether or not I’m the owner of
the ticket doesn’t seem to change this behaviour.
The reason this is a problem is that I’d like to be able to use my mail
client for most if not all of the interaction with the requestors, since
I’m already in my mail client most of the day (and it has the ability to
draw my attention to new mail) but I can’t seem to get it to happen …
obviously I will need the web interface for some stuff, but I’d like to
keep it to a minimum.
Also, mail to and from RT doesn’t seem to allow threading - is there a
way to get RT to put in an In-Reply-To: or References: header?
Regards,
Malcolm
Malcolm Herbert This brain intentionally
mjch@mjch.net left blank
Malcolm Herbert wrote:
OnCreate AutoreplyToRequestors with template helpdesk Autoreply
OnCorrespond NotifyRequestorsAndCcs with template helpdesk Correspondence
OnResolve NotifyRequestorsAndCcs with template helpdesk Resolved
OnStatus NotifyOwner with template helpdesk StatusChange
OnCreate NotifyAdminCcs with template helpdesk Correspondence
OnCorrespond NotifyOwner with template helpdesk Correspondence
OnComment NotifyOwner with template helpdesk Correspondence
After this point if I reply to the AdminCc’d message with my mail
client, or if I reply to the ticket from within the web interface or if the
requestor replies to any of the mail they’re received from the system it
won’t be delivered to me
You don’t have any scrip set up to notify you OnCorrespond – unless
you’re the owner or a CC…
(it will be added as normal to the call history
and will appear in the web interface). Whether or not I’m the owner of
the ticket doesn’t seem to change this behaviour.
You should still get email notifications when the requestor
replies if you’re the owner.
As to not being notified when /you/ reply: see
http://fsck.com/rtfm/article.html?id=5#73
Also, mail to and from RT doesn’t seem to allow threading - is there a
way to get RT to put in an In-Reply-To: or References: header?
This is actually not quite trivial. While it’s not hard to make
SendEmail.pm construct a list of references from the ticket
history, it will only get inbound messages. Messages sent
from RT don’t get their Message-IDs recorded in the database.
This could be fixed. However, Message-IDs currently contain the
Ticket ID and Transaction ID; if we’re going to store this as
part of the Transaction, we won’t have the Transaction ID to
store – we only get that /after/ we’ve made the transaction.
Attached is a patch against SendEmail.pm which makes it
add the References header. If anyone wants to tackle the
Message-ID-stored-in-database chicken-and-egg, feel free. The
Message-ID creation will need to be moved from SendEmail.pm
to Ticket.pm, around where the RT-Send-Cc headers are added.
Or maybe not – anyone got a better idea?
Phil Homewood, Systems Janitor, www.SnapGear.com
pdh@snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - Custom Embedded Solutions and Security Appliances
sendemail-references-patch (1.06 KB)
Phil Homewood wrote:
Attached is a patch against SendEmail.pm which makes it
add the References header.
Oh, if anyone feels keen, this could be enhanced to look
at previous References headers to help build the header
up. It probably could use some limit on length being
imposed, too… :^)
Phil Homewood, Systems Janitor, www.SnapGear.com
pdh@snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - Custom Embedded Solutions and Security Appliances
Phil Homewood wrote:
If anyone wants to tackle the
Message-ID-stored-in-database chicken-and-egg, feel free. The
Message-ID creation will need to be moved from SendEmail.pm
to Ticket.pm, around where the RT-Send-Cc headers are added.
Or maybe not – anyone got a better idea?
Transaction::Create(). I’ll look at it later. 
Phil Homewood, Systems Janitor, www.SnapGear.com
pdh@snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - Custom Embedded Solutions and Security Appliances
Phil Homewood wrote:
Oh, if anyone feels keen, this could be enhanced to look
at previous References headers to help build the header
up. It probably could use some limit on length being
imposed, too… :^)
http://fsck.com/rt2/Ticket/Display.html?id=2003&user=guest&pass=guest
contains patches which should make MUA threading of RT tickets work.
Enjoy.
Phil Homewood, Systems Janitor, www.SnapGear.com
pdh@snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - Custom Embedded Solutions and Security Appliances
http://fsck.com/rt2/Ticket/Display.html?id=2003&user=guest&pass=guest
contains patches which should make MUA threading of RT tickets work.
Enjoy.
Applied this patch and now I’m getting this in apache’s log:
Can’t call method “GetHeader” on an undefined value at
/usr/share/request-tracker/lib/RT/Action/SendEmail.pm line 271,
line 29.
Suggestion?
Seth Cohn, General Manager of Eugene Free Community Network gm@efn.org
Businesses planned for service are apt to succeed; Phone 541-484-9637
Businesses planned for profit are apt to fail. - N. Butler
Seth Cohn, EFN General Manager wrote:
Can’t call method “GetHeader” on an undefined value at
/usr/share/request-tracker/lib/RT/Action/SendEmail.pm line 271,
line 29.
Hmm. Looks like this can happen if the TransactionObj does
not contain a Message. I thought I guarded against this but
somewhere along the line I slipped.
Try the following patch over the top of what you already have…
Phil Homewood, Systems Janitor, www.SnapGear.com
pdh@snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - Custom Embedded Solutions and Security Appliances
rt-threading-patch-2 (1.37 KB)