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<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Century Gothic","sans-serif";
color:blue'>Hi Mathieu!<o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Century Gothic","sans-serif";
color:blue'><o:p> </o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Century Gothic","sans-serif";
color:blue'>We have something like that in place, using scrips. <o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Century Gothic","sans-serif";
color:blue'><o:p> </o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Century Gothic","sans-serif";
color:blue'>We have a set of requests that have to be done using a web interface,
and we don't want users to be able to place requests directly through email.
But for simplicity reasons the web interface, after collecting all the
necessary info from the user, does exactly that: sends an email to RT.<o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Century Gothic","sans-serif";
color:blue'><o:p> </o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Century Gothic","sans-serif";
color:blue'>We sorted this out this way: the PHP web page generates emails with
a special custom header, and we then check the presence of this header in RT and
populate a custom field (using the RT::Extension::ExtractCustomFieldValues
extension).<o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Century Gothic","sans-serif";
color:blue'><o:p> </o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Century Gothic","sans-serif";
color:blue'>Another (generalized) scrip then checks for the presence of ANY
custom field with a "mandatory" type; if found and not populated, the
ticket is automatically rejected and a reply sent to the requestor that points
him to the URL for the web interface.<o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Century Gothic","sans-serif";
color:blue'><o:p> </o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Century Gothic","sans-serif";
color:blue'>If you're interested I can expand on the details.<o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Century Gothic","sans-serif";
color:blue'><o:p> </o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Century Gothic","sans-serif";
color:blue'>Bye<o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Century Gothic","sans-serif";
color:blue'>Cris<o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Century Gothic","sans-serif";
color:blue'><o:p> </o:p></span></p>
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<p class=MsoNormal><b><span lang=IT style='font-size:10.0pt;font-family:"Segoe UI","sans-serif"'>Da:</span></b><span
lang=IT style='font-size:10.0pt;font-family:"Segoe UI","sans-serif"'> rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] <b>Per conto di </b>testwreq
wreq<br>
<b>Inviato:</b> Wednesday, October 06, 2010 5:40 PM<br>
<b>A:</b> Mathieu Longtin<br>
<b>Cc:</b> rt-users@lists.bestpractical.com<br>
<b>Oggetto:</b> Re: [rt-users] mandatory subject<o:p></o:p></span></p>
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<p class=MsoNormal><o:p> </o:p></p>
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<p class=MsoNormal><br>
Changes to Email.pm worked when a ticket is created by sending email to
RT . Has anyone attempted to implement writing a scrip? <o:p></o:p></p>
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<p class=MsoNormal> <o:p></o:p></p>
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<p class=MsoNormal>I could not get <em>RT-Extension-MandatorySubject</em> plugin to
work for opening tickets via the web interface. I am hoping writing
scrip may work for both the cases.<o:p></o:p></p>
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<p class=MsoNormal> <o:p></o:p></p>
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<p class=MsoNormal>-vm<o:p></o:p></p>
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<p class=MsoNormal>On Tue, Oct 5, 2010 at 3:30 PM, testwreq wreq <<a
href="mailto:testwreq@gmail.com">testwreq@gmail.com</a>> wrote:<o:p></o:p></p>
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<p class=MsoNormal>YOU ALL ARE THE BEST!!!<o:p></o:p></p>
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<p class=MsoNormal> <o:p></o:p></p>
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<p class=MsoNormal>I have RT 3.8.4; But hacking as suggested by Steve worked. I
will be trying replacing the changes to local/lib/RT/Interface/Email.pm <o:p></o:p></p>
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<p class=MsoNormal> <o:p></o:p></p>
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<p class=MsoNormal>Thanks a million,<o:p></o:p></p>
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<p class=MsoNormal>vm<o:p></o:p></p>
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<p class=MsoNormal>On Tue, Oct 5, 2010 at 2:57 PM, Mathieu Longtin <<a
href="mailto:mathieu@closetwork.org" target="_blank">mathieu@closetwork.org</a>>
wrote:<o:p></o:p></p>
<p class=MsoNormal style='margin-bottom:12.0pt'>Or saving the changed file in
local/lib/RT/Interface/Email.pm instead. That way you don't lose the changes at
the next upgrade.<br>
<br>
--<br>
Mathieu Longtin<br>
1-514-803-8977<br>
<br>
<o:p></o:p></p>
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<p class=MsoNormal><o:p> </o:p></p>
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