I am finally getting around to installing RT2, and have a long
laundry list of customizations that I would like to do before
putting it in production. (Actually, with the help of the
archives and some work on my own, I am getting real close.)
I thought it would be easier to put them all in one email, rather
than break them up by type of question – I hope that is ok.
Is there a way to add a keyword item to the ticket list?
(In %WebOptions, what would be the entry?)
I looked at KeywordSelects, but I did not quite understand
how to implement this.
Is there a way to add the number of transactions a ticket has to
the ticket list? (In %WebOptions, what would be the entry?)
I don’t know mason. Is there a way to execute a shell script
(basically outputs html of our “network status”) around line 14
of the main WebRT/html/index.html?
Has anyone written a scrip that will email the ticket
owner if a ticket is created via the web (by someone else),
to let them know they have a ticket waiting?
Is there a scrip that can email all queue members (users
with permission to the queue) upon a ticket created via email?
(Similar to rt1 operation.)
Can someone define who exactly gets emailed with these
scrip actions:
NotifyAdminCcs
NotifyOtherRecipients
NotifyAllWatchers
Do some of them overlap/have common recipients?
Possible future enhancements-- has anyone attempted any of these
types of things, if not, might they be considered for a future
feature?
Summary section on the home screen, by user.
Similar to the “Find new/open tickets” queue list, but have
the same list per-user. Only allow for privleged users, possibly
restricting being listed via a permission.
Displaying children tickets directly under the parent ticket on the
search and/or home screens (ticket summaries.)
Ability to automatically comment/reply/resolve ALL children tickets
within the parent ticket? Could this be done with a scrip?
I don’t know mason. Is there a way to execute a shell script
(basically outputs html of our “network status”) around line 14 of the
main WebRT/html/index.html?
My Mason knowledge is limited to what I’ve guessed from reading ‘RT’
files, but I’d expect something like this to work:
<% qx[/usr/local/bin/network-status-html] %>
Has anyone written a scrip that will email the ticket
owner if a ticket is created via the web (by someone else),
to let them know they have a ticket waiting?
Just configure the default conditions and actions:
OnCreate NotifyOwner with Template Creation
Is there a scrip that can email all queue members (users
with permission to the queue) upon a ticket created via email?
(Similar to rt1 operation.)
OnCreate NotifyAdminCcs with Template Creation
OnCreate Ccs with Template Creation
Displaying children tickets directly under the parent ticket on the
search and/or home screens (ticket summaries.)
This (or something similar to it) is near the top of our to-do list.
I’ll let you know how we get on.
Ability to automatically comment/reply/resolve ALL children tickets
within the parent ticket? Could this be done with a scrip?
We’re planning on using the bulk update (‘Update all these tickets at
once’) script for this – we just need to populate a search result set
with the children of a given parent so that’ll work.
I don’t know mason. Is there a way to execute a shell script
(basically outputs html of our “network status”) around line 14 of the
main WebRT/html/index.html?
My Mason knowledge is limited to what I’ve guessed from reading ‘RT’
files, but I’d expect something like this to work:
<% qx[/usr/local/bin/network-status-html] %>
That actually inserts only the first line of the output of my script,
with all the <'s and >'s escaped properly so they actually display.
I am going to keep trying to play with this, thanks for the pointer.
Is there a scrip that can email all queue members (users
with permission to the queue) upon a ticket created via email?
(Similar to rt1 operation.)
OnCreate NotifyAdminCcs with Template Creation
OnCreate Ccs with Template Creation
This only seems to work if I put specific Ccs or AdminCcs in the
ticket. I want it to mail all queue members for that particular
queue, like rt1 does.
Displaying children tickets directly under the parent ticket on the
search and/or home screens (ticket summaries.)
This (or something similar to it) is near the top of our to-do list.
I’ll let you know how we get on.
The qx// operator returns each line of its output as separate list
elements in list context but concatenates them into a single string in
scalar context. For example, try each of these at a Unix command-line: