[rt-users] Help with webrt

[Ruslan U. Zakirov]

Phillip Leremi wrote:

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> Ruslan U. Zakirov wrote:
> 
>> Phillip Leremi wrote:
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>>> Ruslan U. Zakirov wrote:
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>>>> Phillip Leremi wrote:
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>>>>>
>>>>> 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.
>>>>>
>>>>>
>>>>>
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>>>>>
>>>>> 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
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>>>
>>>
>>>
>>> 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?
>>
> I want to make a default for TimeWorked for Ticket
Condition:

On Create

Preparation code:

# we don't need any preparation yet.
return 1;


Commit code:

unless( $self->TicketObj->TimeWorked ) {
	$self->TicketObj->SetTimeWorked( 15 );
}
return 1;


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