[rt-users] take and resolve actions via email

[Gene LeDuc]

Hi Mark,

Here's the scrip we use to resolve tickets via e-mail.

In order to resolve a ticket this way, the e-mail must be from an AdminCc 
for that queue and it must contain the word "Ok" on the first line.

Description: Resolved by e-mail
Condition: User Defined
Action: User Defined
Template: Global template: Blank
Stage: TransactionCreate

Custom condition:
{ ### True if e-mail contains 'ok' - sets owner, resolves ticket
   my $Transaction = $self->TransactionObj;
   my $CreatorId = $Transaction->CreatorObj->Id;
   my $Queue = $self->TicketObj->QueueObj;
   my $val = $Transaction->Type eq 'Correspond'
          && $Queue->IsAdminCc($CreatorId)
          && $Transaction->Content  =~ /\bok\s/i;
   return $val;
}

Custom action prep code:
return 1;

Custom action cleanup code:
### Set Set owner to e-mail sender, status to 'resolved'
my $Ticket = $self->TicketObj;
my $Transaction = $self->TransactionObj;
my $CreatorId = $Transaction->CreatorObj->Id;
$Ticket->_Set(Field=>'Owner', Value=>$CreatorId, RecordTransaction=>0);
$Ticket->_Set(Field => 'Status', Value => 'resolved', RecordTransaction => 0);

The 2 lines at the end of the cleanup code could also be:
     $Ticket->SetOwner($CreatorId);
     $Ticket->SetStatus('resolved');
but I use _Set instead because I don't want to fire off any more 
transactions when I resolve tickets this way.

Regards,
Gene

At 08:48 AM 11/26/2007, Mark Fuller wrote:
>I am interested in that script
>
>Mark Fuller
>
>BandTel Engineering
>
>603-528-6538 Option 2
>
>603-528-6937 FAX
>
>-----Original Message-----
>From: rt-users-bounces at lists.bestpractical.com
>[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Gene LeDuc
>Sent: Monday, November 26, 2007 11:29 AM
>To: Asrai khn
>Cc: rt-users at lists.bestpractical.com
>Subject: Re: [rt-users] take and resolve actions via email
>
>
>Hi Askar,
>
>This doesn't answer your question about special features, but it does tell
>you a way to do what you want to do.
>
>I resolve tickets via e-mail using 3.6.3 with a fairly simple scrip.  When
>someone opens a ticket, I send out 2 e-mails.  The first goes to the user
>who opened it - they get login credentials so they can look at the
>ticket.  The second goes to the AdminCc list for the queue to notify them
>that there's a new ticket in the queue.  If a reply comes in for that
>ticket, and the sender is one of the AdminCc, and the first line of the
>e-mail is "Ok", then my scrip sets the ticket owner to the person who sent
>the message and the status to resolved.  Otherwise the message just gets
>attached to the ticket.  It would be simple to modify a scrip like that to
>do a "take" as well.
>
>If you're interested in following this trail, let me know.
>
>Regards,
>Gene
>
>At 06:55 AM 11/22/2007, Asrai khn wrote:
> >while reading RT3 FAQs found that ...
> >
> >A2: RT 3.5 has support for take and resolve actions in rt-mailgate
> >script, you can use them, but you should enable them in config.
> >
> >Wondering what to change in RT_SiteConfig.pm and can someone give me an
> >examples of how to 'take' 'resolve' tickets via email, I know how to
> >open new tickets in specific queue using mail.
> >
> >Thanks. Askar


-- 
Gene LeDuc, GSEC
Security Analyst
San Diego State University