Update Ticket Subject on Comment/Reply

RT Users
1

Morning all,

Is it possible to change/update the subject on a ticket when a user comments
or replies?

At the moment the staff need to go into the ticket basics and update the
subject manually. It would save them time if they could change/fix the
subject of a ticket when they are commenting or replying to it.

cheers
Andrew

Never be afraid to try something new. Remember, amateurs built the ark, and
professionals built the Titanic.

2

Andrew,

Check out CommandByMail.

Kenn
LBNLOn Wed, Oct 13, 2010 at 4:21 PM, Andrew Best festivus@gmail.com wrote:

Morning all,

Is it possible to change/update the subject on a ticket when a user
comments or replies?

At the moment the staff need to go into the ticket basics and update the
subject manually. It would save them time if they could change/fix the
subject of a ticket when they are commenting or replying to it.

cheers
Andrew

–
Never be afraid to try something new. Remember, amateurs built the ark, and
professionals built the Titanic.

RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year – Learn how to get the most out of RT!

3

Thanks Kenneth,

Not sure that’s going to do what I want it to. Unless I missed something?

I don’t want to update the subject via email, I want to update the subject
of the ticket via the GUI when an agent replies or comments on a ticket.

cheers
AndrewOn 14 October 2010 11:12, Kenneth Crocker kfcrocker@lbl.gov wrote:

Check out CommandByMail.

On Wed, Oct 13, 2010 at 4:21 PM, Andrew Best festivus@gmail.com wrote:

Is it possible to change/update the subject on a ticket when a user
comments or replies?

At the moment the staff need to go into the ticket basics and update the
subject manually. It would save them time if they could change/fix the
subject of a ticket when they are commenting or replying to it.

Never be afraid to try something new. Remember, amateurs built the ark, and
professionals built the Titanic.

4

Andrew,

Then you will have to create a scrip based on Condition: “On Correspond” or
“On Comment” and put your modification code in the Custom Action sections.

Kenn
LBNLOn Wed, Oct 13, 2010 at 7:22 PM, Andrew Best festivus@gmail.com wrote:

Thanks Kenneth,

Not sure that’s going to do what I want it to. Unless I missed something?

I don’t want to update the subject via email, I want to update the subject
of the ticket via the GUI when an agent replies or comments on a ticket.

cheers
Andrew

On 14 October 2010 11:12, Kenneth Crocker kfcrocker@lbl.gov wrote:

Check out CommandByMail.

On Wed, Oct 13, 2010 at 4:21 PM, Andrew Best festivus@gmail.com wrote:

Is it possible to change/update the subject on a ticket when a user
comments or replies?

At the moment the staff need to go into the ticket basics and update the
subject manually. It would save them time if they could change/fix the
subject of a ticket when they are commenting or replying to it.

–
Never be afraid to try something new. Remember, amateurs built the ark, and
professionals built the Titanic.

RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year – Learn how to get the most out of RT!

5

Hi,

I’m not sure why you need this. Doesn’t sound like good idea to me.

If you can do it automatically (I mean with code) then you can use
scrips like Kenneth suggested.

If you want to allow users to change subject manually on reply then
you have to look into share/html/Ticket/Update.html and hack it to
show Subject input field and process it on submit.On Thu, Oct 14, 2010 at 3:21 AM, Andrew Best festivus@gmail.com wrote:

Morning all,

Is it possible to change/update the subject on a ticket when a user comments
or replies?

At the moment the staff need to go into the ticket basics and update the
subject manually. It would save them time if they could change/fix the
subject of a ticket when they are commenting or replying to it.

cheers
Andrew

–
Never be afraid to try something new. Remember, amateurs built the ark, and
professionals built the Titanic.

RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year – Learn how to get the most out of RT!

Best regards, Ruslan.

6

I actually requested this as well, it would be incredibly useful.

I’ve tried making a scrip for making any correspondence extract subject tag of the email (to RT) and move to ticket TITLE but no luck…

Kris Germann

Mentor, Sales & Technical Support
Fibernetics Corp

Sent wirelessly from my BlackBerry device on the Bell network.
Envoyé sans fil par mon terminal mobile BlackBerry sur le réseau de Bell.From: Ruslan Zakirov ruz@bestpractical.com
Sender: rt-users-bounces@lists.bestpractical.com
Date: Wed, 20 Oct 2010 02:13:06
To: Andrew Bestfestivus@gmail.com
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Update Ticket Subject on Comment/Reply

Hi,

I’m not sure why you need this. Doesn’t sound like good idea to me.

If you can do it automatically (I mean with code) then you can use
scrips like Kenneth suggested.

If you want to allow users to change subject manually on reply then
you have to look into share/html/Ticket/Update.html and hack it to
show Subject input field and process it on submit.

7

I actually requested this as well, it would be incredibly useful.

I’ve tried making a scrip for making any correspondence extract subject tag of the email (to RT) and move to ticket TITLE but no luck…

I don’t see how this related to Andrew’s question.

Have you looked at lib/RT/Action/ExtractSubjectTag.pm ? No idea what
you mean by “TITLE”.

Kris Germann

Mentor, Sales & Technical Support
Fibernetics Corp

Sent wirelessly from my BlackBerry device on the Bell network.
Envoyé sans fil par mon terminal mobile BlackBerry sur le réseau de Bell.

-----Original Message-----
From: Ruslan Zakirov ruz@bestpractical.com
Sender: rt-users-bounces@lists.bestpractical.com
Date: Wed, 20 Oct 2010 02:13:06
To: Andrew Bestfestivus@gmail.com
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Update Ticket Subject on Comment/Reply

Hi,

I’m not sure why you need this. Doesn’t sound like good idea to me.

If you can do it automatically (I mean with code) then you can use
scrips like Kenneth suggested.

If you want to allow users to change subject manually on reply then
you have to look into share/html/Ticket/Update.html and hack it to
show Subject input field and process it on submit.

Morning all,

Is it possible to change/update the subject on a ticket when a user comments
or replies?

At the moment the staff need to go into the ticket basics and update the
subject manually. It would save them time if they could change/fix the
subject of a ticket when they are commenting or replying to it.

cheers
Andrew

–
Never be afraid to try something new. Remember, amateurs built the ark, and
professionals built the Titanic.

RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year – Learn how to get the most out of RT!

–
Best regards, Ruslan.

Best regards, Ruslan.

8

Here

Is it possible to change/update the subject on a ticket when a user comments
or replies?

When I email a user via RT, the subject starting the initial correspondence is set as the title of that ticket - title being what shows iin the queues (or query results for tickets).

What I was wondering is if whether when another user replied via their email client to the ticket I sent to them and changed that subject (meaning added to or deleted text from) if it could change the subject of the entire ticket.

I’ve looked in lib/RT/Action/ but ExtractSubjectTag.pm doesn’t exist.

Kris Germann

Mentor, Sales & Technical Support
Fibernetics Corp

Sent wirelessly from my BlackBerry device on the Bell network.
Envoyé sans fil par mon terminal mobile BlackBerry sur le réseau de Bell.From: Ruslan Zakirov ruz@bestpractical.com
Sender: ruslan.zakirov@gmail.com
Date: Wed, 20 Oct 2010 02:38:33
To: kris_germann@295.ca
Cc: rt-users-bounces@lists.bestpractical.com; Andrew Bestfestivus@gmail.com; rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Update Ticket Subject on Comment/Reply

I actually requested this as well, it would be incredibly useful.

I’ve tried making a scrip for making any correspondence extract subject tag of the email (to RT) and move to ticket TITLE but no luck…

I don’t see how this related to Andrew’s question.

Have you looked at lib/RT/Action/ExtractSubjectTag.pm ? No idea what
you mean by “TITLE”.

Kris Germann

Mentor, Sales & Technical Support
Fibernetics Corp

Sent wirelessly from my BlackBerry device on the Bell network.
Envoyé sans fil par mon terminal mobile BlackBerry sur le réseau de Bell.

-----Original Message-----
From: Ruslan Zakirov ruz@bestpractical.com
Sender: rt-users-bounces@lists.bestpractical.com
Date: Wed, 20 Oct 2010 02:13:06
To: Andrew Bestfestivus@gmail.com
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Update Ticket Subject on Comment/Reply

Hi,

I’m not sure why you need this. Doesn’t sound like good idea to me.

If you can do it automatically (I mean with code) then you can use
scrips like Kenneth suggested.

If you want to allow users to change subject manually on reply then
you have to look into share/html/Ticket/Update.html and hack it to
show Subject input field and process it on submit.

Morning all,

Is it possible to change/update the subject on a ticket when a user comments
or replies?

At the moment the staff need to go into the ticket basics and update the
subject manually. It would save them time if they could change/fix the
subject of a ticket when they are commenting or replying to it.

cheers
Andrew

–
Never be afraid to try something new. Remember, amateurs built the ark, and
professionals built the Titanic.

RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year – Learn how to get the most out of RT!

–
Best regards, Ruslan.

Best regards, Ruslan.