[rt-users] Notification of new ticket
Brandon Pulsipher
brandon at mycomputer.com
Wed Dec 20 17:04:51 EST 2000
Sorry, I figured it out. The files in ~rt/lib/generic_templates/ were owned
by root. I created the file there and then copied it over to the queues
directory. I thought using root was odd but let it go. Turns out the files
in the queues directory need to be owned by rt (and in rt group). Fixed
that and I am good to go now.
-Brandon
> -----Original Message-----
> From: Mike Dugas [mailto:mad at phobia.net]
> Sent: Wednesday, December 20, 2000 3:06 PM
> To: Brandon Pulsipher
> Cc: rt-users at lists.fsck.com
> Subject: RE: [rt-users] Notification of new ticket
>
>
>
> Sorry, nix that, I neglected to read your post fully. :0
>
> On Wed, 20 Dec 2000, Mike Dugas wrote:
>
> >
> > I think what he neglected to mention was that you then need
> to copy that
> > template into your ~rt/etc/templates/queues/queuename directory...
> >
> > ;-) I found that out the hard way, but its working great now.
> >
> > On Wed, 20 Dec 2000, Brandon Pulsipher wrote:
> >
> > > Thanks Michael. I did this and I am now getting an
> email, but it comes in
> > > blank. This is the code I added to lib/database/maniuplate.pm:
> > >
> > > if( $in_owner ) {
> > >
> &rt::template_mail('give',$in_queue_id,$rt::users{$in_owner}{email},
> > > "","", "$serial_num"
> ,"$transaction_num",
> > > "$in_subject", "$in_current_user",'');
> > >
> > > }
> > > ### - Added BVP 12/20/00
> > > else {
> > > &rt::template_mail('newticket',$in_queue_id,
> > > 'brandon at xmission.com',"","",
> > > "$serial_num", "$transaction_num",
> > > "NewTicket: $in_subject",
> "$in_current_user",'');
> > > }
> > > ### - End of Added Code
> > >
> > > and this is the content of the newticket file (placed in
> > > /etc/templates/queues/[each queue]/newticket and
> > > in lib/generic_templates/newticket):
> > >
> > > [root at is office]# more newticket
> > > %rtname% Request #%serial_num% was created by %actor%.
> Please take it, give
> > > it to
> > > somebody or hope that anybody else will do it...
> > >
> > > Here are the details:
> > >
> > > Last Change: %trans:text%
> > >
> > > Queue: %req:queue_id%
> > > Area: %req:area%
> > > Subject: %req:subject%
> > > Owner: %req:owner%
> > > Requestors: %req:requestors%
> > > Status: %req:status%
> > > URL:
> > >
> http://tickets.superstats.com/rt/webrt.cgi?serial_num=%serial_
> num%&display=H
> > > istory
> > >
> > >
> --------------------------------------------------------------
> -----------
> > > %trans:content%
> > > %content%
> > >
> > >
> > > Any ideas why the emails show up blank (just the -
> Managed by Request
> > > Tracker line)?
> > >
> > > -Brandon
> > >
> > >
> > > > -----Original Message-----
> > > > From: Michael Hottinger [mailto:m.hottinger at zi.unizh.ch]
> > > > Sent: Wednesday, December 20, 2000 12:17 AM
> > > > To: rt-users at lists.fsck.com
> > > > Subject: RE: [rt-users] Notification of new ticket
> > > >
> > > >
> > > > Hi all...
> > > >
> > > > >I would like this as well. I'm not looking for every
> > > > transaction to email
> > > > >the queue owner or queue group, but at least an email that
> > > > said there is a
> > > > >new ticket, and the details should be easy enough to include
> > > > in there. If
> > > > >it's not already done, I could do it, but I'd rather
> now repeat work.
> > > >
> > > > I found something about this problem in the archive of
> this list and
> > > > implemented something for our Installation at the University
> > > > of Zurich.
> > > > My code will send an email (template = create_noowner)
> to a sendmail
> > > > alias called "primQUEUENAME", if the ticket has no owner,
> > > > which none of
> > > > the new tickets will have, unless it's created by a
> supporter in the
> > > > web or commandline interface.
> > > >
> > > > So I can set for each queue which supporters will get a
> notification
> > > > of a new ticket. We are about thirty supporters, but
> most of them
> > > > are specialists and are only working on tickets given to them by
> > > > our primary support staff. But still most of the
> tickets are in the
> > > > same queue and every supporter may follow the
> transaction history
> > > > and add some useful comments...
> > > >
> > > > First I made a change in lib/rt/database/manipulate.pm. You
> > > > will find the
> > > > first four lines in the code and will have to include the
> > > > following lines.
> > > >
> > > > if( $in_owner ) {
> > > >
> > > >
> &rt::template_mail('give',$in_queue_id,$rt::users{$in_owner}{email},
> > > > "","", "$serial_num"
> ,"$transaction_num",
> > > > "$in_subject",
> "$in_current_user",'');
> > > >
> > > > } else {
> > > > &rt::template_mail('create_noowner',$in_queue_id,
> > > > "prim" . "$in_queue_id","","",
> > > > "$serial_num", "$transaction_num",
> > > > "$in_subject", "$in_current_user",'');
> > > > }
> > > >
> > > > Second I made a template called create_noowner in
> > > > lib/generic_templates
> > > > like this (for us in german...):
> > > >
> > > > ----------------------------cut-here----------------------
> > > > %trans:text_time%: There is a new request.
> > > >
> > > > Transaction: %trans:text%
> > > >
> > > > Queue: %req:queue_id%
> > > > Area: %req:area%
> > > > Subject: %req:subject%
> > > > Owner: %req:owner%
> > > > Requestors: %req:requestors%
> > > > Status: %req:status%
> > > >
> > > > There is a new ticket %serial_num% Please take it, give it to
> > > > somebody or hope that anybody else will do it...
> > > >
> > > > URL: http://link.to.rtinstallation/rt/webrt.cgi
> > > >
> > > > --------------------------------------------------------------
> > > > -----------
> > > > %trans:content%
> > > > ----------------------------cut-here----------------------
> > > >
> > > > Third I made a sendmail alias called "prim"+QueueName for
> > > > each queue like
> > > > this
> > > >
> > > > primpcsupport: bill, ...
> > > > primmacsupport: steve, ...
> > > > ...
> > > >
> > > > That's it...
> > > >
> > > > Greetings from Zurich, Switzerland
> > > >
> > > > Michael
> > > >
> > > >
> > > > PS: Our queues are configured to
> > > > Owner: Send email notification of each transaction
> > > > Requestor: Send an autoreply on request creation
> > > >
> > > >
> > > >
> > > >
> > > >
> > > >
> > > > --------------------------------------------------------------
> > > > -----------
> > > > Michael Hottinger
> > > > m.hottinger at zi.unizh.ch
> > > > Universitaet Zuerich Phone:
> > > > +41 1 63 54515
> > > > Zentrum Informatikdienste Fax:
> > > > +41 1 63 54505
> > > > Winterthurerstr.190, CH-8057 Zuerich
> > > > http://www.zi.unizh.ch/services/pc-mac-support/crew/hottinger/
> > > >
> > > >
> > > > _______________________________________________
> > > > rt-users mailing list
> > > > rt-users at lists.fsck.com
> > > > http://lists.fsck.com/mailman/listinfo/rt-users
> > > >
> > >
> > > _______________________________________________
> > > rt-users mailing list
> > > rt-users at lists.fsck.com
> > > http://lists.fsck.com/mailman/listinfo/rt-users
> > >
> >
> > --
> > Mike Dugas
> mad at phobia.net
> >
> >
> > _______________________________________________
> > rt-users mailing list
> > rt-users at lists.fsck.com
> > http://lists.fsck.com/mailman/listinfo/rt-users
> >
>
> --
> Mike Dugas
> mad at phobia.net
>
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