Scrip question

I have not selected any scrips for my queue, as the default set of scrips
currently do everything I need. But how do I tell RT that I don’t want a
scrip to run? For instance, I don’t want RT to send email to anyone when I
resolve a ticket, but I don’t know how to turn off a global scrip for my
particular queue. TIA.

-ste

I have not selected any scrips for my queue, as the default set of scrips
currently do everything I need. But how do I tell RT that I don’t want a
scrip to run? For instance, I don’t want RT to send email to anyone when I
resolve a ticket, but I don’t know how to turn off a global scrip for my
particular queue. TIA.

You can’t turn off a scrip without installing and extension.
You could modify the global one to not run for a particular queue.

-Todd

r… I don’t know how to turn off a global scrip for my
particular queue.

You can’t turn off a scrip without installing and extension.
You could modify the global one to not run for a particular queue.

Is adding an extension a big deal, or cause problems down the road? If not,
what is it and where do I get it? TIA.

-ste

At Monday 11/14/2005 01:42 PM, Shaun T. Erickson wrote:

I have not selected any scrips for my queue, as the default set of scrips
currently do everything I need. But how do I tell RT that I don’t want a
scrip to run? For instance, I don’t want RT to send email to anyone when I
resolve a ticket, but I don’t know how to turn off a global scrip for my
particular queue. TIA.

You may want to rethink this setup - moving the default scrips from the
global to the queue level gives you much more flexibility in customizing
the behavior for individual queues. You can set up the default scrips for a
new queue through a perl script, which makes life easier.

Or you could mix the approaches, just moving the ‘on create autoreply’ and
’on resolve’ scrips to the queues.

Steve

At Monday 11/14/2005 02:25 PM, you wrote:>On 11/14/05, Stephen Turner <mailto:sturner@mit.edusturner@mit.edu> wrote:

You may want to rethink this setup - moving the default scrips from the
global to the queue level gives you much more flexibility in customizing
the behavior for individual queues. You can set up the default scrips for a
new queue through a perl script, which makes life easier.

How do I go about moving them from a global scope to just a queue-level
scope? Will that cause any problems when I upgrade RT in the future? As
for perl scripts … I’d have to learn perl, first …

Without Perl scripting this would be a manual process using the web
interface - fairly tedious, depending on how many queues you have.

An alternative might be Dirk Pape’s package - I think this does what you
need although I haven’t actually tried it.
http://page.mi.fu-berlin.de/~pape/rt3/HideGlobalScrips/HideGlobalScrips.tgz

Steve

Stephen Turner
Senior Programmer/Analyst - Client Support Services
MIT Information Services and Technology (IS&T)

An alternative might be Dirk Pape’s package - I think this does what you
need although I haven’t actually tried it.

http://page.mi.fu-berlin.de/~pape/rt3/HideGlobalScrips/HideGlobalScrips.tgz

It definitely looks interesting, but doesn’t patch cleanly against rt 3.4.4.
I’ll try to see if I can do it manually, but I haven’t done that in years,
and I don’t know perl. No time like the present, I guess. :slight_smile:

Before I dive in, though, does anyone have a copy that does patch cleanly?
-ste

At Tuesday 11/15/2005 03:59 PM, Shaun T. Erickson wrote:>On 11/15/05, Stephen Turner <mailto:sturner@mit.edusturner@mit.edu> wrote:

An alternative might be Dirk Pape’s package - I think this does what you
need although I haven’t actually tried it.
http://page.mi.fu-berlin.de/~pape/rt3/HideGlobalScrips/HideGlobalScrips.tgzhttp://page.mi.fu-berlin.de/~pape/rt3/HideGlobalScrips/HideGlobalScrips.tgz

It definitely looks interesting, but doesn’t patch cleanly against rt
3.4.4. I’ll try to see if I can do it manually, but I haven’t done that in
years, and I don’t know perl. No time like the present, I guess. :slight_smile:

Before I dive in, though, does anyone have a copy that does patch cleanly?

Shaun,

See today’s ‘ticket split’ thread for an answer to this.

Steve

Hi Stephen and Shaun,

Yes, what you need sounds really like Dirk’s patch. I have tried it out
yesterday and it works great!

More Information:

http://page.mi.fu-berlin.de/~pape/rt3/HideGlobalScrips/HideGlobalScrips.tgz

for the first install. Here the missing .pm-files are included but the
included patch may not apply to 3.4.4. You have to use the patch mentioned
before instead.

http://page.mi.fu-berlin.de/~pape/rt3/patches/rt/deactivate_scrip-3.4.2.patc
h

And again: Great work from Dirk!

Callto://torsten_brumm

Thanks in advance

: Torsten Brumm
: IT Security Engineer
:
: Kuehne + Nagel
: HAM - MI-C
:
: Ferdinand Strasse 29-33
: 20095 Hamburg
:
: +49 (40) 329 15 199
: +49 (40) 329 15 500
:
: torsten.brumm@kuehne-nagel.com
: www.kn-portal.com
: icq: 78258840

Hi Stephen and Shaun,

Yes, what you need sounds really like Dirk’s patch. I have tried it out
yesterday and it works great!

More Information:

http://page.mi.fu-berlin.de/~pape/rt3/HideGlobalScrips/HideGlobalScrips.tgz

for the first install. Here the missing .pm-files are included but the
included patch may not apply to 3.4.4. You have to use the patch mentioned
before instead.

http://page.mi.fu-berlin.de/~pape/rt3/patches/rt/deactivate_scrip-3.4.2.patc
h

And again: Great work from Dirk!

I downloaded that 3.4.2 patch, and it doesn’t even come close to patching
correctly against 3.4.4. Files are in different places from what the patch
expects and at least two hunks fail to apply.
-ste