[rt-users] Help with webrt

Ruslan U. Zakirov cubic at acronis.ru
Thu Mar 25 07:25:56 EST 2004


Phillip Leremi wrote:

> 
> 
> Ruslan U. Zakirov wrote:
> 
>> Phillip Leremi wrote:
>>
>>>
>>>
>>> Ruslan U. Zakirov wrote:
>>>
>>>> Phillip Leremi wrote:
>>>>
>>>>>
>>>>>
>>>>> Hi i new to the list and sorry if this has been asked before.
>>>>>
>>>>> I run a box with the following:-
>>>>> Redhat 9.0
>>>>> RT-3.0.9
>>>>> Fetchmail which comes with Redhat 9.0
>>>>>
>>>>> 1.so my problem is that i'm trying to use fetchmail to get mail 
>>>>> from the server to WebRT I have 4 queues and one main email address 
>>>>> which all my clients know so i don't want to confuse my client by 
>>>>> giving them 4 different email address, so what i want is that when 
>>>>> i receive an email i want the email to go to the right queue so how 
>>>>> do i do that?
>>>>
>>>>
>>>>
>>>>
>>>> And how do you think RT should identify queue? Header? Subject? Body?
>>>> I think that it's fine with followups, but for first request RT must 
>>>> identify queue somehow.
>>>
>>>
>>>
>>>
>>> so what u are saying is that it's not possible what i want to do?So 
>>> can I move the request to the correct queue manual.
>>
>>
>> You could move it manual.
>> Do next test to be sure:
>> 1) Create new test ticket in queue1 with mail.
>> 2) move it to queue2
>> 3) try to folowup with reply by email.
>> 4) If RT attached followup to ticket, then you could use this aproach. 
>> If RT created new ticket from followup then it's bad.
>>
>>>
>>>>>
>>>>> 2.The other thing that i want to know is that is it possible to 
>>>>> have time worked =15 minutes by default?
>>>>>
>> I think you could add:
>>
>> $ARGS{UpdateTimeWorked} |= 15;
>>
>> Just in the beginning of <%INIT> block of share/html/Ticket/Update.html
> 
> 
> Did u try this?
> I did as u said and it's still the same. any more suggestions!
CC list to please.

Sorry for that. You don't need to hack RT code. You could use 
CustomActions. There is an article about it:
http://wiki.bestpractical.com/cgi-bin/index.cgi?WriteCustomAction

I think SimpleExample chapter could help you.

Even more: RT has TimeWorked for Ticket and Transaction. For which do 
you want default value?


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