First of all, let me state that you guys have been
very helpful up to now in my evaluation of RT as a
replacement for our Siebel environment.
I got a test system set up yesterday to demonstrate
before the IT Director and a few other managerial
types. They loved it.
HOWEVER, they did feel that the web interface for
creating tickets displayed a little too much to the
user. For instance, there were drop down menus on
that page for selecting the state of the ticket, for
assigning the ticket to a specific person, etc. All
these options on this interface could confuse an
end-user, or even create havoc with them assigning
their own tickets to people they want (all of user
X’s tickets always seems to get assigned to me).
Therefore, management likes the idea of the users
using the email correspondence. However, there is
no facility for users to specify keywords in their
email that will get populated in the keyword section
of the ticket creation. This capability is pro-
vided from the web interface for ticket creation,
though.
Is there a way for a standard email ticket to specify
keywords you’ve created that will automatically get
recognized by RT and populated in the ticket?
Alternatively, if we took our current Keywords, such
as “Applications”, and turned them into queues instead
is there a way for RT to prune the email looking for
such tag words in the subject or body and have it
automatically assign to a given queue?
Thanks in advance.
Yahoo! - We Remember
9-11: A tribute to the more than 3,000 lives lost
http://dir.remember.yahoo.com/tribute
Is there a way for a standard email ticket to specify
keywords you’ve created that will automatically get
recognized by RT and populated in the ticket?
Look at the enhanced-mailgate, at
http://www.fsck.com/pub/rt/contrib/2.0/rt-addons/enhanced-mailgate.
enhanced-mailgate lets you specify parameters for a ticket, as in the
example from the readme:
In the message body, before any other text, you want to include pseudo-headers like this:
RT-Ticket: 4321
RT-Owner: adam
RT-Status: resolved
RT-Requestor: -richo@upromise.com
RT-AdminCc: +richo@upromise.com
RT-Priority: 90
RT-Due: 6/21/2002
and then a pair of newlines.
Out of the box, enhanced-mailgate requires that users sign their
messages with PGP or GPG, so that the pseudo-headers can’t be
arbitrarily set by anyone (i.e., it tries to verify that the user
sending the mail is the owner of the message before it lets the mail
modify things like status). This might be an issue for you.
(darren)
Unix was not designed to stop you from doing stupid things,
because that would also stop you from doing clever things.
– Doug Gwyn
Mark E. Dawson, Jr. wrote:
HOWEVER, they did feel that the web interface for
creating tickets displayed a little too much to the
user. For instance, there were drop down menus on
that page for selecting the state of the ticket, for
assigning the ticket to a specific person, etc. All
these options on this interface could confuse an
end-user, or even create havoc with them assigning
their own tickets to people they want (all of user
X’s tickets always seems to get assigned to me).
So, make a copy of /path/to/rt2/WebRT/html/Ticket/Create.html
containing only the Elements that you want. Put it in
/path/to/rt2/local/WebRT/html/Ticket/Create.html.
Or use the SelfService interface at
http://your.rt.server/SelfService/
to allow users to submit tickets.
Is there a way for a standard email ticket to specify
keywords you’ve created that will automatically get
recognized by RT and populated in the ticket?
As Darren said, if you want to go down this path, you want
to look at the enhanced-mailgate.
Phil Homewood, Systems Janitor, www.SnapGear.com
pdh@snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - Custom Embedded Solutions and Security Appliances
Or use the SelfService interface at
http://your.rt.server/SelfService/
to allow users to submit tickets.
Interesting that you should mention that. The only
time we were able to get that page for a user is if
we took away all his privs. Of course, he got this
SelfService page, but was unable to do anything on
it.
Do you, or anyone else, know what the minimum required
provs are to get a user at the SelfService page, and
still be able to create tickets?
I’d hate to have to go through trial and error with
every priv if someone already knows the answer to
this.
Thanks in advance.
Yahoo! - We Remember
9-11: A tribute to the more than 3,000 lives lost
http://dir.remember.yahoo.com/tribute
Mark E. Dawson, Jr. wrote:
Do you, or anyone else, know what the minimum required
provs are to get a user at the SelfService page, and
still be able to create tickets?
I’ve never used it, but… try making the user unprivileged
and allowing “Everyone” the right to “Create Ticket” in the
queue.
Phil Homewood, Systems Janitor, www.SnapGear.com
pdh@snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - Custom Embedded Solutions and Security Appliances