[rt-users] Notification of new ticket

[Mike Dugas]

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
> > 
> 
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--
Mike Dugas     					  	 mad at phobia.net