Is there a way to create a ticket, or some code I can apply to my existing RT installation such that I can create a ticket in RT and have it display the priority “!” in Outlook? I’m using RT 3.8.8.
Thanks!
If life gives you lemons, keep them-- because hey… free lemons.
“
Sticker” fixer: Heart Fixer!
Is there a way to create a ticket, or some code I can apply to my existing RT installation such that I can create a ticket in RT and have it display the priority “!” in Outlook?� I’m using RT 3.8.8.
Thanks!
Hi Joseph,
I think you need to add one or more of the following mail headers to your
template:
X-Priority: 1 (Highest)
X-MSMail-Priority: High
They are what Outlook/Outlook Express use to determine a high priority
message.
Cheers,
Ken
Is there a way to create a ticket, or some code I can apply to my existing RT installation such that I can create a ticket in RT and have it display the priority “!” in Outlook? I’m using RT 3.8.8.
I think you need to add one or more of the following mail headers to your
template:
X-Priority: 1 (Highest)
X-MSMail-Priority: High
They are what Outlook/Outlook Express use to determine a high priority
message.
Ken, thanks for the info!
Ideally, the user could set the priority value in the ticket during creation.
I think I could intercept the email in /etc/aliases and insert those headers if a priority is exceeded. But how can I determine the priority (as set in RT) from the headers? Is there anything in the headers with RT priority info?
From: “ktm@rice.edu” ktm@rice.edu
To: Joseph Spenner joseph85750@yahoo.com
Cc: “RT- Users@lists.bestpractical.com” rt-users@lists.bestpractical.com
Sent: Tuesday, August 14, 2012 11:16 AM
Subject: Re: [rt-users] RT, and the “priority” flag in Outlook?
Is there a way to create a ticket, or some code I can apply to my existing RT installation such that I can create a ticket in RT and have it display the priority “!” in Outlook?� I’m using RT 3.8.8.
I think you need to add one or more of the following mail headers to your
template:X-Priority: 1 (Highest)
X-MSMail-Priority: HighThey are what Outlook/Outlook Express use to determine a high priority
message.===
Ken, thanks for the info!
Ideally, the user could set the priority value in the ticket during creation.
I think I could intercept the email in /etc/aliases and insert those headers if a priority is exceeded.� But how can I determine the priority (as set in RT) from the headers?� Is there anything in the headers with RT priority info?
You should probably add the headers conditionally when you send them from
RT using conditional template code that checks for priority.
Cheers,
Ken
If life gives you lemons, keep them-- because hey… free lemons.
“~heart~ Sticker” fixer: http://microflush.org/stuff/stickers/heartFix.htmlFrom: “ktm@rice.edu” ktm@rice.edu
To: Joseph Spenner joseph85750@yahoo.com
Cc: “RT- Users@lists.bestpractical.com” rt-users@lists.bestpractical.com
Sent: Tuesday, August 14, 2012 1:11 PM
Subject: Re: [rt-users] RT, and the “priority” flag in Outlook?
Is there a way to create a ticket, or some code I can apply to my existing RT installation such that I can create a ticket in RT and have it display the priority “!” in Outlook? I’m using RT 3.8.8.
I think you need to add one or more of the following mail headers to your
template:X-Priority: 1 (Highest)
X-MSMail-Priority: HighThey are what Outlook/Outlook Express use to determine a high priority
message.===
Ken, thanks for the info!
Ideally, the user could set the priority value in the ticket during creation.
I think I could intercept the email in /etc/aliases and insert those headers if a priority is exceeded. But how can I determine the priority (as set in RT) from the headers? Is there anything in the headers with RT priority info?
You should probably add the headers conditionally when you send them from
RT using conditional template code that checks for priority.
Cheers,
Ken
Ken, not being a template code guru, I’m not sure where to begin.
Are there some samples? Or if it’s only a few lines could you provide?
Thanks!
Ken, thanks for the info!
Ideally, the user could set the priority value in the ticket during creation.
I think I could intercept the email in /etc/aliases and insert those headers if a priority is exceeded.� But how can I determine the priority (as set in RT) from the headers?� Is there anything in the headers with RT priority info?You should probably add the headers conditionally when you send them from
RT using conditional template code that checks for priority.Cheers,
Ken====
Ken, not being a template code guru, I’m not sure where to begin.
Are there some samples?� Or if it’s only a few lines could you provide?Thanks!
The Best Practical wiki is a good place to start:
http://requesttracker.wikia.com/wiki/Template
Cheers,
Ken
Ok, as a simple test, I made a custom template for correspondence named Correspondence High Priority:
RT-Attach-Message: yes
X-Priority: 1 (Highest)
X-MSMail-Priority: High
{$Transaction->Content()}
Basically, I copied the “Correspondence” template and added the 2 X-priority lines.
I added a custom scrip to my test queue to use the above template on correspondence:
On Correspond Notify AdminCCs Correspondence High Priority
However, it doesn’t set the flag. When I view the headers, I don’t see the 2 lines at all. It’s as if RT is stripping them off or not including them.
I do know the 2 lines will work to set the flag though, because I tested this outside of RT by constructing an email with the 2 lines-- and it worked.
If I have other default scrips, such as “On Correspond Notify AdminCCs Correspondence”, could that be taking priority and ignoring my custom scrip?
Here are the relevant headers I received from the above test, which do not include the missing desired header lines:Subject: [rt.foo.com #4142] test of priority
From: “root via RT” testing@foo.com
Reply-To: testing@foo.com
In-Reply-To: 20120815161345.AA31115053D@rt.foo.com
Ok, as a simple test, I made a custom template for correspondence named
Correspondence High Priority:–
RT-Attach-Message: yes
X-Priority: 1 (Highest)
X-MSMail-Priority: High{$Transaction->Content()}
Basically, I copied the “Correspondence” template and added the 2
X-priority lines.
I added a custom scrip to my test queue to use the above template on
correspondence:On Correspond Notify AdminCCs Correspondence High Priority
You should see [info] log lines about this scrip triggering and sending
mail if it’s supposed to fire.
However, it doesn’t set the flag. When I view the headers, I don’t see
the 2 lines at all. It’s as if RT is stripping them off or not
including them.
RT doesn’t strip those headers.
If I have other default scrips, such as “On Correspond Notify AdminCCs
Correspondence”, could that be taking priority and ignoring my custom scrip?
Nope, scrips are cumulative, they don’t override each other.
Here are the relevant headers I received from the above test, which do
not include the missing desired header lines:
Those headers look like they’re from RT’s default On Create Notify
AdminCcs with Transaction scrip. Are you creating a ticket to test?
That’s not a correspondence and so your priority scrip/template above
won’t trigger.
Thomas
Ok, as a simple test, I made a custom template for correspondence named
Correspondence High Priority:–
RT-Attach-Message: yes
X-Priority: 1 (Highest)
X-MSMail-Priority: High{$Transaction->Content()}
Basically, I copied the “Correspondence” template and added the 2
X-priority lines.
I added a custom scrip to my test queue to use the above template on
correspondence:Here are the relevant headers I received from the above test, which do
not include the missing desired header lines:
Those headers look like they’re from RT’s default On Create Notify
AdminCcs with Transaction scrip. Are you creating a ticket to test?
That’s not a correspondence and so your priority scrip/template above
won’t trigger.
Thomas
Ah ha! Yes, I didn’t think of that. You’re right, and after I corresponded (replied) to my ticket, the flag DID get set.
Thanks for spotting that one!
Ok, as a simple test, I made a custom template for correspondence named Correspondence High Priority:
–
RT-Attach-Message: yes
X-Priority: 1 (Highest)
X-MSMail-Priority: High{$Transaction->Content()}
Basically, I copied the “Correspondence” template and added the 2 X-priority lines.
I added a custom scrip to my test queue to use the above template on correspondence:On Correspond Notify AdminCCs Correspondence High Priority
However, it doesn’t set the flag.� When I view the headers, I don’t see the 2 lines at all.� It’s as if RT is stripping them off or not including them.
I do know the 2 lines will work to set the flag though, because I tested this outside of RT by constructing an email with the 2 lines-- and it worked.If I have other default scrips, such as “On Correspond Notify AdminCCs Correspondence”, could that be taking priority and ignoring my custom scrip?
Here are the relevant headers I received from the above test, which do not include the missing desired header lines:
==
Subject: [rt.foo.com #4142] test of priority
From: “root via RT” testing@foo.com
Reply-To: testing@foo.com
In-Reply-To: 20120815161345.AA31115053D@rt.foo.com
Message-ID: rt-3.8.8-15211-1345047226-799.4142-4-0@foo.com
Precedence: bulk
X-RT-Loop-Prevention: rt.foo.com
RT-Ticket: rt.foo.com #4142
Managed-by: RT 3.8.8 (Request Tracker... So much more than a help desk — Best Practical Solutions)
RT-Originator: root@rt.foo.com
To: nobody@rt.foo.com
MIME-Version: 1.0
Content-Transfer-Encoding: 8bit
Content-Type: text/plain; charset=“utf-8”
X-RT-Original-Encoding: utf-8
Date: Wed, 15 Aug 2012 16:13:46 +0000
X-Scanned-By: MIMEDefang 2.56 on 192.81.123.24
Return-Path: apache@rt.foo.com
X-OriginalArrivalTime: 15 Aug 2012 16:13:48.0488 (UTC) FILETIME=[F3D87C80:01CD7B00] Wed Aug 15 16:13:46 2012: Request 4142 was acted upon.
Does the Email message that RT records have the two headers? The problem could be with
the MTA and not RT, if RT has them in its outgoing message.
Cheers,
Ken