Problems with a RT2 support scenario


#1

I downloaded the latest version from CVS at 2001-05-02 (YYYY-MM-DD),
version 1.3.70.

I can’t decide if I want to include too much or too little
information. Just say if I should supply more info.

The intention is to have mail to support@rit.se placed in the RT2
system. An email should go out to those who answer support emails.
That email should include the message and a link to the ticket.

We don’t want two persons to answer the email. The ideal would maby
be to have a link for taking the ticket wight from the email and have
that fail if somebody else already have taken in.

I can’t find out what AdminWatchers and AdminCC is supposed to be used
for. I set up the support staff as AsminWatchers. I created a new
template NewTicket based on the AdminCorrespondence template. And
created a scrip in the support cue:
OnCreate NotifyAdminWatchers with template NewTicket

The following correspondence should not generate emails to the staff.
Only the ticket owner (and persons involved in the correspondence)
should get the emails.

The person who do a change, comment or correspondence should not get
an email, but if it’s not the owner, the owner should get one. I
entered these two global scrips:
OnComment NotifyOwnerAsComment AdminComment
OnCorrespond NotifyRequestorsAndCcs Correspondence

Is this how it is supposed to be done?

And now to the problems:

  1. The NewTicket templated does not include the actual correspondence
    in the ticket. Sometimes it does, but often it doesn’t. Is it the
    case that a multipart message isn’t resent with the NewTicket
    template?

Here is the NewTicket template:Subject: {$Transaction->Message()->First()->Subject}

New ticket:

<URL {$RT::WebURL}/Ticket/Display.html?id={$Ticket->id} >

{$Transaction->Message()->First()->Content()}

I would like to know there I can finde documentation for the methods
availible for $Ticket, $Transaction, Message(), First(), etc…

  1. An admin gets the email about the new ticket, goes to the web
    interface and along with the reply, changes the status to open and
    changes the owner.

I think that the status of a ticket should change to open at the same
time it is taken or a reply is made. It seems uneccessary extra job
to first take a ticket and then open it. This can be done in one step
during a reply to a new ticket, but it still seems strange.

  1. A reply to a ticket via the web interface back to the requestor
    somethimes has CRLF line endings. I guess this showes up because at
    least one line ending is not CRLF.

  2. I used a scrip to notify a change of status to the ticket owner:

    OnStatus NotifyOwner StatusChange

In (2) above, an admin has just taken the ticket, changing it’s status
to open. That triggerd the changed status email. But that email a)
bounced because no recipient was specified, and b) the template
produced an error response:

From: Mail Delivery System Mailer-Daemon@karl.rit.se
Subject: Mail failure - no recipient addresses
To: www-data@karl.rit.se
Date: Thu, 03 May 2001 16:12:24 +0200

A message that you sent contained no recipient addresses, and so no
delivery could be attempted.

------ This is a copy of your message, including all the headers. ------

Received: from www-data by karl.rit.se with local (Exim 3.12 #1 (Debian))
id 14vJqC-0006en-00; Thu, 03 May 2001 16:12:24 +0200
MIME-Version: 1.0
X-Mailer: MIME-tools 5.41 (Entity 5.404)
Subject: [RIT #15] Status Changed to: open
To:
Cc:
Bcc:
From: Kenneth Ekdahl via RT test@karl.rit.se
Reply-To: test@karl.rit.se
In-Reply-To: rt-15@RIT
Message-Id: rt-15-54.0.305257744102505@RIT
Precedence: bulk
RT-Ticket: RIT #15
Managed-BY: Request Tracker 1.3.70 (http://www.fsck.com/projects/rt)
RT-Originator: sensei@rit.se
Content-Disposition: inline
Content-Type: text/plain
Content-Transfer-Encoding: binary
Sender: www-data www-data@karl.rit.se
Date: Thu, 03 May 2001 16:12:24 +0200

http://karl.rit.se/tools/rt2//Ticket/Display.html?id=15

Program fragment at line 6 delivered error ``Can’t call method “Content” on an undefined value’’

  1. I winder if the dubble ‘/’ in the templates is because the template
    of the configuration is faulty. Is says:

     $WebURL = $WebBaseURL . $WebPath. "/";
    
  2. It may be that the requestors response to the admin reply (from
    www) got sent in two copies. Because one of them bounced in the same
    way as the above (4) msg about changed status. This is part of the
    header of a normal correspondence message, bouncde back by the mailer
    daemon:

Subject: Re: [RIT #15] Re: Test: Hjälp mig!
To:
Cc:
Bcc:
From: Jonas Liljegren via RT test@karl.rit.se
Reply-To: test@karl.rit.se
In-Reply-To: rt-15@RIT
Message-Id: rt-15-57.0.366593357499241@RIT
Precedence: bulk
RT-Ticket: RIT #15
Managed-BY: Request Tracker 1.3.70 (http://www.fsck.com/projects/rt)
RT-Originator: jonas@liljegren.org
Content-Disposition: inline
Content-Type: text/plain
Content-Transfer-Encoding: binary
Sender: nobody nobody@karl.rit.se
Date: Thu, 03 May 2001 16:18:05 +0200

  1. I am glad to find configuration options for initial and final
    priority for tickets in a specific que, along with how many days
    before the request is due.

But it seems that the priority isn’t calculated based on the creation
date, due days, start and end priority. I set the sorting of requests
in priority order and found that only the start priority was used.

I would like to have the current dpriority for a ticket displayd and
used then sorting on priority.

I would also like the home page display of owned tickets to be sorted
in priority order, or at least show the current priority.

  1. In Administration : Queues : Watchers, the title just says “Modify
    people related to queue3” instead of using the name of the queue.
    (It seems strange to push “save changes” to find people. It’s more
    like ‘submit’.)

  2. I would like to have filters convert word and PDF documents to HTML
    or plain text.

That’s all for now.

/ Jonas - http://jonas.liljegren.org/myself/en/index.html


#2

I downloaded the latest version from CVS at 2001-05-02 (YYYY-MM-DD),
version 1.3.70.

I can’t decide if I want to include too much or too little
information. Just say if I should supply more info.

The intention is to have mail to support@rit.se placed in the RT2
system. An email should go out to those who answer support emails.
That email should include the message and a link to the ticket.

A ‘Notify adminccs on create’ scrip should do that.

We don’t want two persons to answer the email. The ideal would maby
be to have a link for taking the ticket wight from the email and have
that fail if somebody else already have taken in.

Take should fail if the ticket already has an owner.

I can’t find out what AdminWatchers and AdminCC is supposed to be used
for. I set up the support staff as AsminWatchers.

You set them up either as QueueCC or QueueAdminCc. there should be
nothing labeled ‘AdminWatchers.’ where was it?

I created a new
template NewTicket based on the AdminCorrespondence template. And
created a scrip in the support cue:
OnCreate NotifyAdminWatchers with template NewTicket

The following correspondence should not generate emails to the staff.
Only the ticket owner (and persons involved in the correspondence)
should get the emails.

The person who do a change, comment or correspondence should not get
an email, but if it’s not the owner, the owner should get one. I
entered these two global scrips:
OnComment NotifyOwnerAsComment AdminComment
OnCorrespond NotifyRequestorsAndCcs Correspondence

Is this how it is supposed to be done?

And now to the problems:

  1. The NewTicket templated does not include the actual correspondence
    in the ticket. Sometimes it does, but often it doesn’t. Is it the
    case that a multipart message isn’t resent with the NewTicket
    template?

Correct. Currently, only the primary message part is resent. This
may or may not change by 2.0.0

I would like to know there I can finde documentation for the methods
availible for $Ticket, $Transaction, Message(), First(), etc…

perldoc RT::Ticket
perldoc RT::Transaction

Message and First are both, iirc, MIME::Entity objects…

  1. An admin gets the email about the new ticket, goes to the web
    interface and along with the reply, changes the status to open and
    changes the owner.

I think that the status of a ticket should change to open at the same
time it is taken or a reply is made. It seems uneccessary extra job
to first take a ticket and then open it. This can be done in one step
during a reply to a new ticket, but it still seems strange.

I believe it is. when a ticket is acted on, if it’s “new”, it should become
"open." if it’s not, submit a clear, consise bug report to
rt-2.0-bugs@fsck.com

  1. A reply to a ticket via the web interface back to the requestor
    somethimes has CRLF line endings. I guess this showes up because at
    least one line ending is not CRLF.

All line endings, should, iirc, be CRLF. Browsers are horridly inconsistent
about what they send.

  1. I used a scrip to notify a change of status to the ticket owner:

    OnStatus NotifyOwner StatusChange

In (2) above, an admin has just taken the ticket, changing it’s status
to open. That triggerd the changed status email. But that email a)
bounced because no recipient was specified, and b) the template
produced an error response:

Won’t happen any more with 1.3.71

  1. I winder if the dubble ‘/’ in the templates is because the template
    of the configuration is faulty. Is says:

     $WebURL = $WebBaseURL . $WebPath. "/";
    

Possibly. I’ll have a look at the templates

  1. I am glad to find configuration options for initial and final
    priority for tickets in a specific que, along with how many days
    before the request is due.

But it seems that the priority isn’t calculated based on the creation
date, due days, start and end priority. I set the sorting of requests
in priority order and found that only the start priority was used.

I suspect that only the current priority is used. there is currently
no automated priority recalculation.

I would also like the home page display of owned tickets to be sorted
in priority order, or at least show the current priority.

It’s done in 1.3.71

  1. In Administration : Queues : Watchers, the title just says “Modify
    people related to queue3” instead of using the name of the queue.
    (It seems strange to push “save changes” to find people. It’s more
    like ‘submit’.)

It’s a standard button name. and the header was a known bug and has been
fixed. Before submitting bug reports, it can be helpful to make sure
that the bugs you’re reporting aren’t already noted at
http://fsck.com/rt2/NoAuth/Buglist.html

  1. I would like to have filters convert word and PDF documents to HTML
    or plain text.

That would be cool. If you put together code to do it, I’ll drop it
in /contrib.

That’s all for now.


/ Jonas - http://jonas.liljegren.org/myself/en/index.html


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And everything that Mary said / The Feds were sure to know” – Sam Simpson


#3

Jesse jesse@fsck.com writes:

I can’t find out what AdminWatchers and AdminCC is supposed to be used
for. I set up the support staff as AsminWatchers.

You set them up either as QueueCC or QueueAdminCc. there should be
nothing labeled ‘AdminWatchers.’ where was it?

The same thing. It says “Current watchers, Administrative Cc” in
/Admin/Queues/People.

  1. A reply to a ticket via the web interface back to the requestor
    somethimes has CRLF line endings. I guess this showes up because at
    least one line ending is not CRLF.

All line endings, should, iirc, be CRLF. Browsers are horridly inconsistent
about what they send.

I think that the program has a responisibility to send a correct
email.

It seems that the mail template uses LF, but the included message uses
CRLF. Some of the headers:

Content-Disposition: inline
Content-Type: text/plain
Content-Transfer-Encoding: binary

Some email readers may normalize the line endings.

  1. I winder if the dubble ‘/’ in the templates is because the template
    of the configuration is faulty. Is says:

     $WebURL = $WebBaseURL . $WebPath. "/";
    

Possibly. I’ll have a look at the templates

And the answer is?

The template says:

{$RT::WebURL}/Ticket/Display.html?id={$Ticket->id}

One of the ‘/’ should go.

Before submitting bug reports, it can be helpful to make sure
that the bugs you’re reporting aren’t already noted at
http://fsck.com/rt2/NoAuth/Buglist.html

Ok. have read the list twice now…

As you can see, I have submitted over 10 bugs/suggestions now…

/ Jonas - http://jonas.liljegren.org/myself/en/index.html