Resolved ticket email (Zul Shariff)

The email part is working now.
Thanks to all who have replied with suggestions.
I still need to fix the part of the email where it says that it was sent
by nobody@…

Zul ShariffFrom: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of
rt-users-request@lists.bestpractical.com
Sent: Tuesday, March 28, 2006 11:36 AM
To: rt-users@lists.bestpractical.com
Subject: RT-Users Digest, Vol 24, Issue 105

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Today’s Topics:

  1. Re: resolved ticket email (Roy El-Hames)
  2. perl module dependency rpm packages for SuSE 10 (Joshua Colson)
  3. RE: resolved ticket email (Zul Shariff)
  4. Re: logging (Drew Barnes)
  5. Re: perl module dependency rpm packages for SuSE 10 (joe)
  6. Re: email not created for resolved ticket (Kenneth Crocker)
  7. Re: resolved ticket email (Ruslan Zakirov)
  8. Re: Grouping of un-priv user tickets (Kenneth Crocker)

Message: 1
Date: Tue, 28 Mar 2006 18:22:47 +0100
From: Roy El-Hames rfh@pipex.net
Subject: Re: [rt-users] resolved ticket email
To: Ruslan Zakirov ruslan.zakirov@gmail.com
Cc: Zul Shariff Zul.Shariff@ca.trader.com,
rt-users@lists.bestpractical.com
Message-ID: 442970E7.10005@pipex.net
Content-Type: text/plain; charset=ISO-8859-1; format=flowed

Sorry to butt in , but a related question does {
$Ticket->Transactions->First->Content }work in 3.4.4.
I guess it meant to return the very first transaction (in most cases
the text that Created the ticket), but in my case its the same as
{$Transaction->Content()}?? ie the current transaction.
rt-3.4.4 dbix 1.33 and mysql 4.17 …apache2 and modperl2

Roy
Ruslan Zakirov wrote:

  1. Don’t send html emails.
  2. Error is logged in the logs
  3. code { $Ticket->Transactions->First->Object->Content } is wrong,
    should be something like { $Ticket->Transactions->First->Content } to
    work at least.

Hi

For some reason, when a ticket is resolved an email is not generated.
I have the scrip and template configured as shown:

This was working before I removed the From: and Sender: lines from the
content of the template.

Zul Shariff


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Best regards, Ruslan.



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Message: 2
Date: Tue, 28 Mar 2006 10:28:49 -0700
From: Joshua Colson jcolson@realm.ination.cc
Subject: [rt-users] perl module dependency rpm packages for SuSE 10
To: rt-users@lists.bestpractical.com
Message-ID: 1143566930.9686.12.camel@s60r.ination.com
Content-Type: text/plain

I’m attempting to install RT 3.6pre0 on a SuSE 10 machine (currently in
dev mode using standalone_httpd and sqlite). There are a large number of
missing dependencies and I would like to satisfy them with packaged
versions of the software. I know that ‘make fixdeps’ will install the
missing modules using CPAN, but I would like to avoid that. Does anyone
know where I might be able to find rpm packages for the myriad
dependencies that RT has which work on SuSE 10?

Thanks in advance.

Message: 3
Date: Tue, 28 Mar 2006 10:38:02 -0700
From: “Zul Shariff” Zul.Shariff@ca.trader.com
Subject: RE: [rt-users] resolved ticket email
To: “Ruslan Zakirov” ruslan.zakirov@gmail.com
Cc: rt-users@lists.bestpractical.com
Message-ID:
AB65530E18528C48AE168B428DE6BAEB51AA2B@naes3.email.trader.corp
Content-Type: text/plain; charset=“us-ascii”

Hi
I removed the ‘transaction’ line from the template, restarted the web
server, opened and resolved a ticket and it still didn’t send an email
to the requestor. However the log now says that ‘no recipients were
found’.

Zul Shariff

From: Ruslan Zakirov [mailto:ruslan.zakirov@gmail.com]
Sent: Tuesday, March 28, 2006 9:06 AM
To: Zul Shariff
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] resolved ticket email

  1. Don’t send html emails.
  2. Error is logged in the logs
  3. code { $Ticket->Transactions->First->Object->Content } is wrong,
    should be something like { $Ticket->Transactions->First->Content } to
    work at least.

Hi

For some reason, when a ticket is resolved an email is not generated.
I have the scrip and template configured as shown:

This was working before I removed the From: and Sender: lines from the
content of the template.

Zul Shariff


http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

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Commercial support: sales@bestpractical.com

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Best regards, Ruslan.

Message: 4
Date: Tue, 28 Mar 2006 13:01:07 -0500
From: Drew Barnes barnesaw@ucrwcu.rwc.uc.edu
Subject: Re: [rt-users] logging
To: Luke Vanderfluit lvanderf@internode.com.au
Cc: rt-users rt-users@lists.bestpractical.com
Message-ID: 442979E3.3060101@ucrwcu.rwc.uc.edu
Content-Type: text/plain; charset=ISO-8859-1; format=flowed

Emergency only logs critical errors. Debug logs EVERYTHING.

Luke Vanderfluit wrote:

Hi.

Joby Walker wrote:

No, alert is the 2nd most restrictive setting, and I don’t know if
anything is logged at that level. The highest I remember seeing is
critical. Try “debug” and you will definitely see something.

Ok, thanks for that. I’m surprised that ‘alert’ which is right up near

‘emergency’ doesn’t show me entries, but ‘debug’ certainly does -:
Anyway, got that working now.
Thanks.

Luke.

jbw

Luke Vanderfluit wrote:

OK, I’ve got both the log directory and the file itself set to 777
permissions.
There is still nothing getting logged,
I have log level ‘alert’, shouldn’t that be logging nearly
everything to the file?

Kind regards.


Luke


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Drew Barnes
Applications Analyst
Raymond Walters College
University of Cincinnati

Message: 5
Date: Tue, 28 Mar 2006 13:05:12 -0500 (EST)
From: joe jszabo@dilligaff.rutgers.edu
Subject: Re: [rt-users] perl module dependency rpm packages for SuSE
10
To: rt-users@lists.bestpractical.com
Message-ID: Pine.LNX.4.58.0603281303200.15450@dilligaff.rutgers.edu
Content-Type: TEXT/PLAIN; charset=US-ASCII

You won’t find all of them, but you can search for whatever::whatever in

the packages descriptions in Yast, when you add/remove programs.

Joe

I’m attempting to install RT 3.6pre0 on a SuSE 10 machine (currently
in
dev mode using standalone_httpd and sqlite). There are a large number
of
missing dependencies and I would like to satisfy them with packaged
versions of the software. I know that ‘make fixdeps’ will install the
missing modules using CPAN, but I would like to avoid that. Does
anyone
know where I might be able to find rpm packages for the myriad
dependencies that RT has which work on SuSE 10?

Thanks in advance.


http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

We’re hiring! Come hack Perl for Best Practical:
http://bestpractical.com/about/jobs.html

Message: 6
Date: Tue, 28 Mar 2006 10:15:04 -0800
From: Kenneth Crocker KFCrocker@lbl.gov
Subject: Re: [rt-users] email not created for resolved ticket
To: Zul Shariff Zul.Shariff@ca.trader.com
Cc: rt-users@lists.bestpractical.com
Message-ID: 44297D28.70902@lbl.gov
Content-Type: text/plain; charset=“iso-8859-1”

Zul,

It sounds like your modification has altered the way the template 

reacts to the action. Try putting another of the default templates with
that action and see if it works (ie. autoreply or one of the notify
…).

Kenn

Zul Shariff wrote:

Hi

I just started using rt ver 3.4.4. I changed the default template for
resolved tickets by removing the From: and Sender: lines and turning
’on’ UserFriendlyName setting in the config file. Now it won’t create
emails for resolved tickets. I tried putting back the From: and
Sender: lines but it still won’t create and send email to the
requestor for resolved ticket.

The autocreation email works fine as I haven’t changed anything in the

autoreply template.

Zul Shariff



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Message: 7
Date: Tue, 28 Mar 2006 22:27:32 +0400
From: “Ruslan Zakirov” ruslan.zakirov@gmail.com
Subject: Re: [rt-users] resolved ticket email
To: “Zul Shariff” Zul.Shariff@ca.trader.com
Cc: rt-users@lists.bestpractical.com
Message-ID:
589c94400603281027g7749422bk39b3d8d63dce5a62@mail.gmail.com
Content-Type: text/plain; charset=UTF-8

Most probably it’s related NotifyActor, see FAQ on the wiki.

Hi
I removed the ‘transaction’ line from the template, restarted the web
server, opened and resolved a ticket and it still didn’t send an email
to the requestor. However the log now says that ‘no recipients were
found’.

Zul Shariff

-----Original Message-----
From: Ruslan Zakirov [mailto:ruslan.zakirov@gmail.com]
Sent: Tuesday, March 28, 2006 9:06 AM
To: Zul Shariff
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] resolved ticket email

  1. Don’t send html emails.
  2. Error is logged in the logs
  3. code { $Ticket->Transactions->First->Object->Content } is wrong,
    should be something like { $Ticket->Transactions->First->Content } to
    work at least.

Hi

For some reason, when a ticket is resolved an email is not
generated.
I have the scrip and template configured as shown:

This was working before I removed the From: and Sender: lines from
the
content of the template.

Zul Shariff


http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

We’re hiring! Come hack Perl for Best Practical:
http://bestpractical.com/about/jobs.html


Best regards, Ruslan.

Best regards, Ruslan.

Message: 8
Date: Tue, 28 Mar 2006 10:35:29 -0800
From: Kenneth Crocker KFCrocker@lbl.gov
Subject: Re: [rt-users] Grouping of un-priv user tickets
To: Ben Robson ben.robson@classicblue.com.au
Cc: rt-users@lists.bestpractical.com
Message-ID: 442981F1.3050600@lbl.gov
Content-Type: text/plain; charset=“iso-8859-1”

Ben,

There's an awful lot of code in RT that relies on some of the 

default info to remain unchanged, like the requestor. If you need some
other custom field to show someone else created the request, then fine,
create the custom field but leave the requestor field alone and make
sure that when the “creator” creates the ticket, the correct info on the

“real” requestor (like e_mail, etc.) is put in and I think the Requestor

will get his e_mail and be able to do whatever rights you gave to the
requestor role (liek seeQueue, show outgoingmail, showticket, reply to
ticket, etc.). Our feelings here are that adding custom code should
NEVER interfere with the code that is already there, it should be extra
and self-contained. Less chance of messing up a function that was
already working when the software arrived. But heck, that’s just our
philosphy and what do we know. :wink:

Kenn

Ben Robson wrote:

All,

I, along with others I believe, have been struggling with the issue of

allowing un-priv users who work for the same company (customer) to see

each others tickets.

I have a scrip in place that currently checks the Organization ( my
$organization =
$self->TransactionObj->CreatorObj->__Value(‘Organization’); ) of the
creator of the ticket and then proceeds to add the details to the CC
list of the ticket for all other users who’s organization is the same
value.

This works great, up to a point…

In the event that the Requestor is not the Creator, for example when
the requestor calls the company’s helpdesk and a helpdesk operator
completes the ticket, the Creator’s organization details are used and
not the Requestor’s.

This means that when a member of the Requesting company goes to view
tickets the created ticket may not be vissible, unless they are
explicitly the individual who requested it.

Below is my “Customer action preparation code”. Can anyone see how
this might be modified such that rather than getting the Creator’s
organization on the first line, it gets the Requestor’s organization
instead?

my $organization =
$self->TransactionObj->CreatorObj->__Value(‘Organization’);
my $users = new RT::Users($RT::SystemUser);
my $cclist = $self->TicketObj->Cc;

while( my $user = $users->Next )
{
my $userOrg=$user->Organization;
if ($organization eq $userOrg) {
$cclist->AddMember($user->id)
}
$RT::Logger->info( "OnCreateCCDomain scrip added “. $user->Name .” as

a CC!" );
}

Thanks all, I am sure many may find this useful.

Ben Robson


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