Providing Time Worked via Email

RT Users
1

Hi,

we’d like to provide TIME WORKED when replying to a ticket via Email
(similar to when using the Web-interface when replying to a ticket).
Is this possible?

Stefan Seiz http://www.StefanSeiz.com
Spamto: bin@imd.net

2

Nice name. This is how we do it in Template for AdminCC’s on ticket
being resolved:

      ---  WorkOrder #{$Ticket->id} Resolved  ---

subject given)"}
Requestors: {$Ticket->Requestors->EmailsAsString()}
Owner: {$Ticket->OwnerObj->Name}
Time Worked: {$Ticket->TimeWorked} Minutes
Created On: {$Ticket->Created}
Transaction: {$Transaction->Description}
Queue: {$Ticket->QueueObj->Name}
Ticket URL: {$RT::WebURL}Ticket/Display.html?id={$Ticket->id}

Steffan Vigano
Booth Creek Ski Holdings
Information Technologies
http://www.boothcreek.com

3

Nice name. This is how we do it in Template for AdminCC’s on ticket
being resolved:

Subject: WorkOrder #{$Ticket->id} Resolved

    ---  WorkOrder #{$Ticket->id} Resolved  ---

Subject: {$Transaction->Subject || $Ticket->Subject || “(No
subject given)”}
Requestors: {$Ticket->Requestors->EmailsAsString()}
Owner: {$Ticket->OwnerObj->Name}
Time Worked: {$Ticket->TimeWorked} Minutes
Created On: {$Ticket->Created}
Transaction: {$Transaction->Description}
Queue: {$Ticket->QueueObj->Name}
Ticket URL: {$RT::WebURL}Ticket/Display.html?id={$Ticket->id}

Hi,
thanks for the reply. I am sorry I didn’t make this clear enough.
I am NOT looking for ways to get BACK the time worked of a ticket via EMAIL.

I want to SUBMIT a VALUE (Munites) to the RT_Database via Email which get’s
ADDED to the TIME-Worked of the ticket I am replying to (via mail). Similar
to the formfield which exists in the REPLY to a Ticket FORm in the
WebuserInterface…

http://www.StefanSeiz.com
Spamto: bin@imd.net

4

Stefan Seiz wrote:

I want to SUBMIT a VALUE (Munites) to the RT_Database via Email which get’s
ADDED to the TIME-Worked of the ticket I am replying to (via mail). Similar
to the formfield which exists in the REPLY to a Ticket FORm in the
WebuserInterface…

http://fsck.com/rtfm/article.html?id=5#76

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

5

Stefan Seiz wrote:

I want to SUBMIT a VALUE (Munites) to the RT_Database via Email which get’s
ADDED to the TIME-Worked of the ticket I am replying to (via mail). Similar
to the formfield which exists in the REPLY to a Ticket FORm in the
WebuserInterface…

http://fsck.com/rtfm/article.html?id=5#76

Thanks, that almost worked. Nonetheless theis was a helpful link.

From
http://www.fsck.com/pub/rt/contrib/2.0/rt-addons/enhanced-mailgate.README:

The following features aren’t yet implemented in extended-mailgate

time-worked [+|=]<int>
time-left [+|-|=]<int>

I’ll take a look into the code however, maybe i can implement the
Time-Worked feature only into my regular mailgate. Seems enhanced mailgate
hasn’t been updated for quite some time…

Stefan Seiz http://www.StefanSeiz.com
Spamto: bin@imd.net

6

http://www.fsck.com/pub/rt/contrib/2.0/rt-addons/enhanced-mailgate.README:

The following features aren’t yet implemented in extended-mailgate

time-worked [+|=]<int>
time-left [+|-|=]<int>

I’ll take a look into the code however, maybe i can implement the
Time-Worked feature only into my regular mailgate. Seems enhanced mailgate
hasn’t been updated for quite some time…

I made some major changes to enhanced-mailgate for my own use, removing
the PGP/GPG need, improving the responsiveness (it ignores extra spaces at
the end, and doesn’t care about a space after the colon.) I recall I add
one command that was documented but not working (I think Final Priority),
and I suspect adding time worked wouldn’t be hard, mostly a parsing
function.

I’ll take a look when I get a chance, and I’ll post my changes too.

Seth