To all,
I'd like to have a scrip that takes the CC's on an Email that
creates a ticket and makes them CC’s on the ticket. Does anyone have an
example of that they can pass back to me? Thanks.
Kenn
LBNL
It’s an option in the config. ParseNewMessages…On Tue, Apr 21, 2009 at 11:14 PM, Ken Crocker kfcrocker@lbl.gov wrote:
To all,
I’d like to have a scrip that takes the CC’s on an Email that
creates a ticket and makes them CC’s on the ticket. Does anyone have an
example of that they can pass back to me? Thanks.Kenn
LBNL
Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.comDiscover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
Best regards, Ruslan.
Ruslan,
Is that available in 3.6.4?
Kenn
LBNLOn 4/21/2009 12:59 PM, Ruslan Zakirov wrote:
It’s an option in the config. ParseNewMessages…
On Tue, Apr 21, 2009 at 11:14 PM, Ken Crocker kfcrocker@lbl.gov wrote:
To all,
I’d like to have a scrip that takes the CC’s on an Email that
creates a ticket and makes them CC’s on the ticket. Does anyone have an
example of that they can pass back to me? Thanks.Kenn
LBNL
Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.comDiscover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
Ruslan,
Sorry. I just found my answer. However, I have another question. I
noticed some warnings about using this setting and NOT setting up
“Set($RTAddressRegexp , ‘^rt@example.com$’);”. My question realtes to
how I understand this warning. I have over 100 Queues, all with unique
Email addresses. They all look like “queuename@address” with “@address”
being the same on ALL of them. How do I set this up properly so I don’t
create a nightmare?
Kenn
LBNLOn 4/21/2009 12:59 PM, Ruslan Zakirov wrote:
It’s an option in the config. ParseNewMessages…
On Tue, Apr 21, 2009 at 11:14 PM, Ken Crocker kfcrocker@lbl.gov wrote:
To all,
I’d like to have a scrip that takes the CC’s on an Email that
creates a ticket and makes them CC’s on the ticket. Does anyone have an
example of that they can pass back to me? Thanks.Kenn
LBNL
Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.comDiscover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
You use RTAddressRegex in search box on the wiki. And quickly find
http://wiki.bestpractical.com/view/RTAddressRegexpOn Wed, Apr 22, 2009 at 2:06 AM, Ken Crocker kfcrocker@lbl.gov wrote:
Ruslan,
Sorry. I just found my answer. However, I have another question. Inoticed some warnings about using this setting and NOT setting up
“Set($RTAddressRegexp , ‘^rt@example.com$’);”. My question realtes to how I
understand this warning. I have over 100 Queues, all with unique Email
addresses. They all look like “queuename@address” with “@address” being the
same on ALL of them. How do I set this up properly so I don’t create a
nightmare?Kenn
LBNLOn 4/21/2009 12:59 PM, Ruslan Zakirov wrote:
It’s an option in the config. ParseNewMessages…
On Tue, Apr 21, 2009 at 11:14 PM, Ken Crocker kfcrocker@lbl.gov wrote:
To all,
I’d like to have a scrip that takes the CC’s on an Email that
creates a ticket and makes them CC’s on the ticket. Does anyone have an
example of that they can pass back to me? Thanks.Kenn
LBNL
Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.comDiscover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
Best regards, Ruslan.
The config file is plain old perl. You could fetch the list of
addresses form somewhere, and slap them together into
a regexp programatically; there are even modules for that.
Cambridge Energy Alliance: Save money. Save the planet.
Ruslan,
OK. I'll have my perl guru look at it. Thanks.
Kenn
LBNLOn 4/21/2009 3:46 PM, Ruslan Zakirov wrote:
You use RTAddressRegex in search box on the wiki. And quickly find
RTAddressRegexp - Request Tracker WikiOn Wed, Apr 22, 2009 at 2:06 AM, Ken Crocker kfcrocker@lbl.gov wrote:
Ruslan,
Sorry. I just found my answer. However, I have another question. Inoticed some warnings about using this setting and NOT setting up
“Set($RTAddressRegexp , ‘^rt@example.com$’);”. My question realtes to how I
understand this warning. I have over 100 Queues, all with unique Email
addresses. They all look like “queuename@address” with “@address” being the
same on ALL of them. How do I set this up properly so I don’t create a
nightmare?Kenn
LBNLOn 4/21/2009 12:59 PM, Ruslan Zakirov wrote:
It’s an option in the config. ParseNewMessages…
On Tue, Apr 21, 2009 at 11:14 PM, Ken Crocker kfcrocker@lbl.gov wrote:
To all,
I’d like to have a scrip that takes the CC’s on an Email that
creates a ticket and makes them CC’s on the ticket. Does anyone have an
example of that they can pass back to me? Thanks.Kenn
LBNL
Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.comDiscover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
Ruslan Zakirov wrote 1407 bytes:
It’s an option in the config. ParseNewMessages…
On that note, I’ll add a few observations:
-
RT does not add CCs of responses into ticket, ie. there is an
existing ticket, and during the e-mail conversation I’ll CC to someone
and I expect them to be added as ticket CC. -
If some of the CCs are already elsewhere in the ticket (eg. admincc),
RT will happily send duplicate mails to the same address.
Regards,
Michal Svoboda
Ruslan Zakirov wrote 1407 bytes:
It’s an option in the config. ParseNewMessages…
On that note, I’ll add a few observations:
- RT does not add CCs of responses into ticket, ie. there is an
existing ticket, and during the e-mail conversation I’ll CC to someone
and I expect them to be added as ticket CC.
Search for ParseNewMessage on the wiki and you quickly find:
ParseFollowupMessageForTicketCcs - Request Tracker Wiki
- If some of the CCs are already elsewhere in the ticket (eg. admincc),
RT will happily send duplicate mails to the same address.
Search by “duplicate” in archives and you quickly find
Carbon60: Managed Cloud Services
Regards,
Michal Svoboda
Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.comDiscover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
Best regards, Ruslan.
Ruslan,
Another quick (and I hope simple) question. Can I set up RT so that
only certain queues (separate email addresses) do the parsing of cc’s?
Thanks.
Kenn
LBNLOn 4/22/2009 1:10 AM, Ruslan Zakirov wrote:
On Wed, Apr 22, 2009 at 11:33 AM, Michal Svoboda pht@spatium.org wrote:
Ruslan Zakirov wrote 1407 bytes:
It’s an option in the config. ParseNewMessages…
On that note, I’ll add a few observations:
- RT does not add CCs of responses into ticket, ie. there is an
existing ticket, and during the e-mail conversation I’ll CC to someone
and I expect them to be added as ticket CC.Search for ParseNewMessage on the wiki and you quickly find:
ParseFollowupMessageForTicketCcs - Request Tracker Wiki
- If some of the CCs are already elsewhere in the ticket (eg. admincc),
RT will happily send duplicate mails to the same address.Search by “duplicate” in archives and you quickly find
Carbon60: Managed Cloud ServicesRegards,
Michal Svoboda
Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.comDiscover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
you have to write custom code for thatOn Thu, Apr 23, 2009 at 10:38 PM, Ken Crocker kfcrocker@lbl.gov wrote:
Ruslan,
Another quick (and I hope simple) question. Can I set up RT so that onlycertain queues (separate email addresses) do the parsing of cc’s? Thanks.
Kenn
LBNLOn 4/22/2009 1:10 AM, Ruslan Zakirov wrote:
On Wed, Apr 22, 2009 at 11:33 AM, Michal Svoboda pht@spatium.org wrote:
Ruslan Zakirov wrote 1407 bytes:
It’s an option in the config. ParseNewMessages…
On that note, I’ll add a few observations:
- RT does not add CCs of responses into ticket, ie. there is an
existing ticket, and during the e-mail conversation I’ll CC to someone
and I expect them to be added as ticket CC.Search for ParseNewMessage on the wiki and you quickly find:
ParseFollowupMessageForTicketCcs - Request Tracker Wiki
- If some of the CCs are already elsewhere in the ticket (eg. admincc),
RT will happily send duplicate mails to the same address.Search by “duplicate” in archives and you quickly find
Carbon60: Managed Cloud ServicesRegards,
Michal Svoboda
Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.comDiscover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
Best regards, Ruslan.
Ruslan,
OK. Thanks.
Kenn
LBNLOn 4/23/2009 11:46 AM, Ruslan Zakirov wrote:
you have to write custom code for that
On Thu, Apr 23, 2009 at 10:38 PM, Ken Crocker kfcrocker@lbl.gov wrote:
Ruslan,
Another quick (and I hope simple) question. Can I set up RT so that onlycertain queues (separate email addresses) do the parsing of cc’s? Thanks.
Kenn
LBNLOn 4/22/2009 1:10 AM, Ruslan Zakirov wrote:
On Wed, Apr 22, 2009 at 11:33 AM, Michal Svoboda pht@spatium.org wrote:
Ruslan Zakirov wrote 1407 bytes:
It’s an option in the config. ParseNewMessages…
On that note, I’ll add a few observations:
- RT does not add CCs of responses into ticket, ie. there is an
existing ticket, and during the e-mail conversation I’ll CC to someone
and I expect them to be added as ticket CC.Search for ParseNewMessage on the wiki and you quickly find:
ParseFollowupMessageForTicketCcs - Request Tracker Wiki
- If some of the CCs are already elsewhere in the ticket (eg. admincc),
RT will happily send duplicate mails to the same address.Search by “duplicate” in archives and you quickly find
Carbon60: Managed Cloud ServicesRegards,
Michal Svoboda
Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.comDiscover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com