After a long period of using RT as trouble-ticket-system I feel
that it will be great if I can add some automatic events to RT.
But my programming skills are too low to hack yours code :(. But
I think such ability will be usefull for many people and you can
be so please to add some changes to your code :).
The idea is: when something happends (new mail arrived, someone
added some comments, etc), RT, before adding changes to some
ticket, calls external program and sends it all information about
action. Lets say, someone wish to create new ticket in query "test"
via some interface. RT looks if it have robot for this query.
It is ok if RT looks for ~rt/etc/actions/.robot, and
calls this program if it exists. So, RT calls etc/actions/test.robot
and sends it information (as parameters, for example):
new_flag – 1 if this message is about to create new request
id – ticket number (planned ticket number for new request)
operation_code – comment/reply/take/resolve
user – RT login, ‘’ if non-member sent message
current_status – ‘open’ for new request
after calling this program, RT sends it (via pipe, for exapmle) subject
of current ticket (1st string for example, ‘’ if RT is about to create
request), message subject (2nd string, ‘’ if action is not via email),
and text of request then (after all parsing). And then RT waits for
to finish, accepting output from it as commands, like "give ",
"status ", "priority ", and some additional
drop – forget about this request, just skip id if request was new
message – from next line message follows. There must be some
terminator at the end of message to allow commands after
it, its important.
can be one of:
owner – send followed message to owner of ticket
members – send followed message to query members
requestor – send followed message as reply to requestor
RT – place followed message to RT instead of
original user’s message
It will be even better if you force users to use perl for those scripts
else can people use to process text??? :), and call my code as function,
it all information as parameters (+3 arrays with default messages to
members and requestor) and use returning values as 5 arrays (commands,
to place into RT and 3 replies).
Thats all actually.
Thank you if you are still reading it at least