RT 3.6.3; how to have queue-specific scrip override global?

Hello,

We have a queue-specific scrip that we’d like to override a global scrip with the same conditions; I found this patch: http://page.mi.fu-berlin.de/pape/rt3screenshots/
but was wondering if there was a way in RT (ver. 3.6.3) that I am not aware of, of doing this?

Looked through the RT Wiki pages on scrips but no dice =)

Thanks all -
maurice

Maurice Chung
JrSysAdmin
iParadigms, LLC - developers of Turnitin and iThenticate
1624 Franklin Street, 7th Floor
Oakland, CA 94612
p +1.510.287.9720 x309
f +1.510.444.1952
e maurice@iparadigms.com

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Remove the scrip from global, and add it to all of the queues except the
one that will have different behavior.

Aaron Sallade’
Application Manager
PTSO of Washington
“Shared Technology for Community Health”
(206) 613-8938 Desk
(206) 521-8833 Main
(206) 613-5078 Fax
asallade@ptsowa.org-----Original Message-----
From: Maurice Chung [mailto:maurice@iparadigms.com]
Sent: Friday, May 02, 2008 5:17 PM
To: rt-users
Subject: [rt-users] RT 3.6.3;how to have queue-specific scrip override
global?

Hello,

We have a queue-specific scrip that we’d like to override a global scrip
with the same conditions; I found this patch:
http://page.mi.fu-berlin.de/pape/rt3screenshots/
but was wondering if there was a way in RT (ver. 3.6.3) that I am not
aware of, of doing this?

Looked through the RT Wiki pages on scrips but no dice =)

Thanks all -
maurice

Maurice Chung
JrSysAdmin
iParadigms, LLC - developers of Turnitin and iThenticate
1624 Franklin Street, 7th Floor
Oakland, CA 94612
p +1.510.287.9720 x309
f +1.510.444.1952
e maurice@iparadigms.com

iParadigms, LLC is committed to developing standard-setting,
internet-based tools that protect intellectual property, promote
academic and corporate integrity, and improve overall client
productivity.

The information contained in this message may be privileged and
confidential and protected from disclosure. If the reader of this
message is not the intended recipient, or an employee or agent
responsible for delivering this message to the intended recipient, you
are hereby notified that any dissemination, distribution or copying of
this communication is strictly prohibited. If you have received this
communication in error, please notify the sender immediately by
replying to the message and deleting it from your computer.

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Hi Maurice,

If the global scrip is one that sends e-mail and you just want the to send
a different e-mail, you can create a template of the same name in your
queue. Unlike scrips, queue templates override global templates of the
same name.

If the global scrip doesn’t send e-mail (like “On Correspond Open Tickets
with template Blank”) then you can change the condition of the global scrip
to User Defined and then put the same condition into the Custom Condition
area, but with an additional check for the queue you want to ignore. This
should work fine for a single queue, but it could become very ugly to
maintain when you start add queues to your list of ones that particular
scrips shouldn’t apply to. I ended up disabling all global scrips and
putting what I needed in each queue.

A nice feature for global scrips would be a way of disabling them for
specific queues - an exceptions list maybe.

Regards,
Gene

At 05:17 PM 5/2/2008, Maurice Chung wrote:

Hello,

We have a queue-specific scrip that we’d like to override a global scrip
with the same conditions; I found this patch:
http://page.mi.fu-berlin.de/pape/rt3screenshots/
but was wondering if there was a way in RT (ver. 3.6.3) that I am not
aware of, of doing this?

Looked through the RT Wiki pages on scrips but no dice =)

Thanks all -
maurice

Gene LeDuc, GSEC
Security Analyst
San Diego State University

Maurice,

If the code you want to override is some user-defined perl, then put it 

in the template and that way RT will override any global template with a
queue-defined template of the same name. Gene uses templates to execute
a great deal of user-defined code and it works great. That way, the
global scrip stays, the global template stays, but at the queue level,
the code in the queue-defined template (same name as global) will
override the code in the global template. Just another way to skin the cat.

Kenn
LBNLOn 5/2/2008 5:17 PM, Maurice Chung wrote:

Hello,

We have a queue-specific scrip that we’d like to override a global scrip with the same conditions; I found this patch: http://page.mi.fu-berlin.de/pape/rt3screenshots/
but was wondering if there was a way in RT (ver. 3.6.3) that I am not aware of, of doing this?

Looked through the RT Wiki pages on scrips but no dice =)

Thanks all -
maurice


Maurice Chung
JrSysAdmin
iParadigms, LLC - developers of Turnitin and iThenticate
1624 Franklin Street, 7th Floor
Oakland, CA 94612
p +1.510.287.9720 x309
f +1.510.444.1952
e maurice@iparadigms.com

iParadigms, LLC is committed to developing standard-setting,
internet-based tools that protect intellectual property, promote
academic and corporate integrity, and improve overall client
productivity.

The information contained in this message may be privileged and
confidential and protected from disclosure. If the reader of this
message is not the intended recipient, or an employee or agent
responsible for delivering this message to the intended recipient, you
are hereby notified that any dissemination, distribution or copying of
this communication is strictly prohibited. If you have received this
communication in error, please notify the sender immediately by
replying to the message and deleting it from your computer.


The rt-users Archives

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Commercial support: sales@bestpractical.com

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Thanks for the advice, gentlemen (sorry for the late reply, was out sick for a bit). I will try those out!

mauriceFrom: “Kenneth Crocker” KFCrocker@lbl.gov
To: “Maurice Chung” maurice@iparadigms.com
Cc: “rt-users” rt-users@lists.bestpractical.com
Sent: Monday, May 5, 2008 9:33:34 AM (GMT-0800) America/Los_Angeles
Subject: Re: [rt-users] RT 3.6.3; how to have queue-specific scrip override global?

Maurice,

If the code you want to override is some user-defined perl, then put it 

in the template and that way RT will override any global template with a
queue-defined template of the same name. Gene uses templates to execute
a great deal of user-defined code and it works great. That way, the
global scrip stays, the global template stays, but at the queue level,
the code in the queue-defined template (same name as global) will
override the code in the global template. Just another way to skin the cat.

Kenn
LBNL

Hi Gene (and Kenneth) -

The global scrip I want to override, executes ‘On Create Autoreply To Requestors with template <name_of_our_template>’ - which just sends an email on ticket creation.

I created a queue-specific template of the same name as above (“<name_of_our_template>”) but rather than sending the reply email with the new, local template version, it doesn’t send an email at all.

The one thing I’m wondering if it’s the problem, is that the name of the global scrip that’s being executed (the one referenced in the first paragraph above) has the same name as the template (both global and local) - could this be an issue?

If this doesn’t pan out, we may try installing this patch:
(bottom of page)
http://page.mi.fu-berlin.de/pape/rt3screenshots/

Thanks again sirs!
maurice
ps. Turning off global scrips and reinstating them for each queue except the one, did occur to me, but seemed so inelegant =) but I guess in the end if I have to go that route, I shall!

Maurice Chung
JrSysAdmin
iParadigms, LLC - developers of Turnitin and iThenticate
1624 Franklin Street, 7th Floor
Oakland, CA 94612
p +1.510.287.9720 x309
f +1.510.444.1952
e maurice@iparadigms.com

iParadigms, LLC is committed to developing standard-setting,
internet-based tools that protect intellectual property, promote
academic and corporate integrity, and improve overall client
productivity.

The information contained in this message may be privileged and
confidential and protected from disclosure. If the reader of this
message is not the intended recipient, or an employee or agent
responsible for delivering this message to the intended recipient, you
are hereby notified that any dissemination, distribution or copying of
this communication is strictly prohibited. If you have received this
communication in error, please notify the sender immediately by
replying to the message and deleting it from your computer.From: “Gene LeDuc” gleduc@mail.sdsu.edu
To: “Maurice Chung” maurice@iparadigms.com
Cc: “rt-users” rt-users@lists.bestpractical.com
Sent: Monday, May 5, 2008 9:26:58 AM (GMT-0800) America/Los_Angeles
Subject: Re: [rt-users] RT 3.6.3; how to have queue-specific scrip override global?

Hi Maurice,

If the global scrip is one that sends e-mail and you just want the to send
a different e-mail, you can create a template of the same name in your
queue. Unlike scrips, queue templates override global templates of the
same name.

If the global scrip doesn’t send e-mail (like “On Correspond Open Tickets
with template Blank”) then you can change the condition of the global scrip
to User Defined and then put the same condition into the Custom Condition
area, but with an additional check for the queue you want to ignore. This
should work fine for a single queue, but it could become very ugly to
maintain when you start add queues to your list of ones that particular
scrips shouldn’t apply to. I ended up disabling all global scrips and
putting what I needed in each queue.

A nice feature for global scrips would be a way of disabling them for
specific queues - an exceptions list maybe.

Regards,
Gene

At 05:17 PM 5/2/2008, Maurice Chung wrote:

Hello,

We have a queue-specific scrip that we’d like to override a global scrip
with the same conditions; I found this patch:
http://page.mi.fu-berlin.de/pape/rt3screenshots/
but was wondering if there was a way in RT (ver. 3.6.3) that I am not
aware of, of doing this?

Looked through the RT Wiki pages on scrips but no dice =)

Thanks all -
maurice

Gene LeDuc, GSEC
Security Analyst
San Diego State University

Maurice, you want the queue template to have the same name as the global
template - that’s how you can get away with using a single global
scrip. When RT is told to use a global template, it checks first to see if
there’s one in the active queue with the same name and, if it finds one,
uses it instead.

Make sure that you have a blank line as the first line in the template. If
you don’t, the template probably won’t produce anything.

Gene

At 07:47 PM 5/8/2008, Maurice Chung wrote:

Hi Gene (and Kenneth) -

The global scrip I want to override, executes ‘On Create Autoreply To
Requestors with template <name_of_our_template>’ - which just sends an
email on ticket creation.

I created a queue-specific template of the same name as above
(“<name_of_our_template>”) but rather than sending the reply email with
the new, local template version, it doesn’t send an email at all.

The one thing I’m wondering if it’s the problem, is that the name of the
global scrip that’s being executed (the one referenced in the first
paragraph above) has the same name as the template (both global and local)

  • could this be an issue?

If this doesn’t pan out, we may try installing this patch:
(bottom of page)
http://page.mi.fu-berlin.de/pape/rt3screenshots/

Thanks again sirs!
maurice
ps. Turning off global scrips and reinstating them for each queue except
the one, did occur to me, but seemed so inelegant =) but I guess in the
end if I have to go that route, I shall!

----- Original Message -----
From: “Gene LeDuc” gleduc@mail.sdsu.edu
To: “Maurice Chung” maurice@iparadigms.com
Cc: “rt-users” rt-users@lists.bestpractical.com
Sent: Monday, May 5, 2008 9:26:58 AM (GMT-0800) America/Los_Angeles
Subject: Re: [rt-users] RT 3.6.3; how to have queue-specific scrip
override global?

Hi Maurice,

If the global scrip is one that sends e-mail and you just want the to send
a different e-mail, you can create a template of the same name in your
queue. Unlike scrips, queue templates override global templates of the
same name.

If the global scrip doesn’t send e-mail (like “On Correspond Open Tickets
with template Blank”) then you can change the condition of the global scrip
to User Defined and then put the same condition into the Custom Condition
area, but with an additional check for the queue you want to ignore. This
should work fine for a single queue, but it could become very ugly to
maintain when you start add queues to your list of ones that particular
scrips shouldn’t apply to. I ended up disabling all global scrips and
putting what I needed in each queue.

A nice feature for global scrips would be a way of disabling them for
specific queues - an exceptions list maybe.

Regards,
Gene

At 05:17 PM 5/2/2008, Maurice Chung wrote:

Hello,

We have a queue-specific scrip that we’d like to override a global scrip
with the same conditions; I found this patch:
http://page.mi.fu-berlin.de/pape/rt3screenshots/
but was wondering if there was a way in RT (ver. 3.6.3) that I am not
aware of, of doing this?

Looked through the RT Wiki pages on scrips but no dice =)

Thanks all -
maurice

Gene LeDuc, GSEC
Security Analyst
San Diego State University