[rt-users] Notification of new ticket

[Brandon Pulsipher]

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/
> 
> 
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