RT-Users Digest, Vol 83, Issue 36

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Today’s Topics:

1. unsubscribe (Dougherty Paul)
2. Re: How to Assign a value to a Custom Field using Requestor
   Real Name (Kenneth Crocker)
3. RT Content Area - Create Link (Andy GOKTAS)
4. Exclude email sender from ticket notifications (Fritz Mahnke)

Message: 1
Date: Thu, 10 Feb 2011 10:31:42 -0800
From: "Dougherty Paul"paul_dougherty@prn.com
To: rt-users@lists.bestpractical.com
Subject: [rt-users] unsubscribe
Message-ID:
C73EE97EC2AFC54DB02A6767623F96D20D39A7BD@SFRHSMAIL01.am.thmulti.com
Content-Type: text/plain; charset=“us-ascii”

unsubscribe

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Message: 2
Date: Thu, 10 Feb 2011 10:43:53 -0800
From: Kenneth Crockerkfcrocker@lbl.gov
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] How to Assign a value to a Custom Field using
Requestor Real Name
Message-ID:
AANLkTikrzhXardFCixccqtXGd8bXZfC7JcPxD5MPQtEn@mail.gmail.com
Content-Type: text/plain; charset=“iso-8859-1”

Joe,

I’m curious why you want a report in a User’s home page that would show
tickets requested by other users because their last name uses the same
letter (ie. CF with A - G). Why not just have a report that shows all
non-resolved tickets for which they are the Requestor? That would certainly
be easier to write and set up.

Just a thought.

Kenn
LBNL

In this case the Requestors are Students and Faculty from the Campus at
large and they want to organize all their groups tickets by Requestor
last name instead of by queues they managed

They have indicated that this provides a more personalized approach in
that folks from A-F always get the same Counselor responding to them no
matter what queue they inidcated for their problem

I realize this is a bit unusual but it is real important to this
particular organization

Thanks

Joe> On Wed, Feb 9, 2011 at 11:08 AM, Joe Kirby (gmail)kirby@umbc.edu wrote:

My users would like to have reports on their RT-at-a-Glance page which
would parse out their tickets from several queues into a report grouped by
the requestors initial of their last name.

For example group 1 may be A-F, Group 2 G-K, etc.

I was thinking of having a Custom Field associated with their queues that
was set at time of entry and then have the report use that value in this
field (A-Z) to select records

My problem is that I do not know the field name for the Requestors Real
Name as indicated in the ?? marks below.

Additionally, I am VERY open if someone has a better idea.

Below is the script I was going to have exec at New Ticket entry

Any help is greatly appreciated

Thanks

Joe

my $CFName = ‘Last Name Grouping’;
my $RecTransaction = 1;

my $QueueObj = $self->TicketObj->QueueObj;
my $CFObj = RT::CustomField->new( $QueueObj->*??Requestor.RealName?? *);
$CFObj->LoadByNameAndQueue( Name => $CFName, Queue => $QueueObj->id );
unless( $CFObj->id ) {
$RT::Logger->warning(“custom field ‘$CFName’ isn’t defined for queue
’”. $QueueObj->Name ."’");
return undef;
}

my $RequestorRealName = ‘??Requestor.RealName??’;
my $LastInitial = substr($RequestorRealName ,instr($RequestorRealName ,’
’,-1,1)+1,1);

unless( $self->TicketObj->FirstCustomFieldValue( $CFObj->id ) ) {
my( $st, $msg ) = $self->TicketObj->AddCustomFieldValue(
Field => $CFObj->id,
Value => $LastInitial,
RecordTransaction =>
$RecTransaction );
unless( $st ) {
$RT::Logger->warning( “Couldn’t set $DefaultValue as value for CF
$CFName:”. $msg );
return undef;
}
}

return 1;


Joe Kirby , Assistant Vice President, Business Systems
Division of Information Technology (DoIT)
Support Response - http://www.umbc.edu/oit
Administration 627
Office - 410-455-3020
Email - kirby@umbc.edu

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Message: 3
Date: Thu, 10 Feb 2011 10:44:34 -0800
From: "Andy GOKTAS"andy.goktas@state.or.us
To:rt-users@lists.bestpractical.com
Subject: [rt-users] RT Content Area - Create Link
Message-ID:4D53C192.649C.00EE.0@PERS.STATE.OR.US
Content-Type: text/plain; charset=US-ASCII

Hello,

I’m trying to remember how to make a clickable link (after saving/updating a ticket) within a comment/reply, etc.

It is something like:

  • RT[######], [RT######], RT[#######], [########]

Did it before, I just can’t remember.

BTW, ###### = ticket number

I’m not referring to the “Link” section of a ticket. I am aware of that. :wink:

Thanks,
Andy Goktas


Message: 4
Date: Thu, 10 Feb 2011 13:02:45 -0600
From: Fritz Mahnkefmahnke@gmail.com
To: RT-Users@lists.bestpractical.com
Subject: [rt-users] Exclude email sender from ticket notifications
Message-ID:
AANLkTi=E7-vCVeMiVB25eWmjB1TcHbikeJ+fKRW6FN3-@mail.gmail.com
Content-Type: text/plain; charset=ISO-8859-1

Hello, I am looking for a way to stop a user from receiving an email
notification when they update a ticket by email. In other words, I
would like to modify the Scrip

“On Correspond Notify Requestors and Ccs with template Correspondence”

so if user@domain.com is on the Cc list, they do not receive the
notification back to them when they update a ticket by email.

Would the best way to do this be creating a new Scrip with Custom
Condition? Or is there a better workflow?

Best regards,
Fritz Mahnke



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End of RT-Users Digest, Vol 83, Issue 36


Joe Kirby , Assistant Vice President, Business Systems
Division of Information Technology (DoIT)
Support Response - http://www.umbc.edu/oit
Administration 627
Office - 410-455-3020
Email - kirby@umbc.edu