[rt-users] RE: resolved ticket email (Zul Shariff)
Zul Shariff
Zul.Shariff at ca.trader.com
Tue Mar 28 13:48:24 EST 2006
The email part is working now.
Thanks to all who have replied with suggestions.
I still need to fix the part of the email where it says that it was sent
by nobody at ....
Zul Shariff
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Today's Topics:
1. Re: resolved ticket email (Roy El-Hames)
2. perl module dependency rpm packages for SuSE 10 (Joshua Colson)
3. RE: resolved ticket email (Zul Shariff)
4. Re: logging (Drew Barnes)
5. Re: perl module dependency rpm packages for SuSE 10 (joe)
6. Re: email not created for resolved ticket (Kenneth Crocker)
7. Re: resolved ticket email (Ruslan Zakirov)
8. Re: Grouping of un-priv user tickets (Kenneth Crocker)
----------------------------------------------------------------------
Message: 1
Date: Tue, 28 Mar 2006 18:22:47 +0100
From: Roy El-Hames <rfh at pipex.net>
Subject: Re: [rt-users] resolved ticket email
To: Ruslan Zakirov <ruslan.zakirov at gmail.com>
Cc: Zul Shariff <Zul.Shariff at ca.trader.com>,
rt-users at lists.bestpractical.com
Message-ID: <442970E7.10005 at pipex.net>
Content-Type: text/plain; charset=ISO-8859-1; format=flowed
Sorry to butt in , but a related question does {
$Ticket->Transactions->First->Content }work in 3.4.4.
I guess it meant to return the very first transaction (in most cases
the text that Created the ticket), but in my case its the same as
{$Transaction->Content()}?? ie the current transaction.
rt-3.4.4 dbix 1.33 and mysql 4.17 ..apache2 and modperl2
Roy
Ruslan Zakirov wrote:
>1) Don't send html emails.
>2) Error is logged in the logs
>3) code { $Ticket->Transactions->First->Object->Content } is wrong,
>should be something like { $Ticket->Transactions->First->Content } to
>work at least.
>
>On 3/26/06, Zul Shariff <Zul.Shariff at ca.trader.com> wrote:
>
>
>>
>>
>>Hi
>>
>>For some reason, when a ticket is resolved an email is not generated.
I have the scrip and template configured as shown:
>>
>>This was working before I removed the From: and Sender: lines from the
content of the template.
>>
>>
>>
>>Zul Shariff
>>
>>
>>_______________________________________________
>>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>>Community help: http://wiki.bestpractical.com
>>Commercial support: sales at bestpractical.com
>>
>>
>>Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>Buy a copy at http://rtbook.bestpractical.com
>>
>>
>>We're hiring! Come hack Perl for Best Practical:
http://bestpractical.com/about/jobs.html
>>
>>
>>
>>
>
>
>
>--
>Best regards, Ruslan.
>
>
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------------------------------
Message: 2
Date: Tue, 28 Mar 2006 10:28:49 -0700
From: Joshua Colson <jcolson at realm.ination.cc>
Subject: [rt-users] perl module dependency rpm packages for SuSE 10
To: rt-users at lists.bestpractical.com
Message-ID: <1143566930.9686.12.camel at s60r.ination.com>
Content-Type: text/plain
I'm attempting to install RT 3.6pre0 on a SuSE 10 machine (currently in
dev mode using standalone_httpd and sqlite). There are a large number of
missing dependencies and I would like to satisfy them with packaged
versions of the software. I know that 'make fixdeps' will install the
missing modules using CPAN, but I would like to avoid that. Does anyone
know where I might be able to find rpm packages for the myriad
dependencies that RT has which work on SuSE 10?
Thanks in advance.
------------------------------
Message: 3
Date: Tue, 28 Mar 2006 10:38:02 -0700
From: "Zul Shariff" <Zul.Shariff at ca.trader.com>
Subject: RE: [rt-users] resolved ticket email
To: "Ruslan Zakirov" <ruslan.zakirov at gmail.com>
Cc: rt-users at lists.bestpractical.com
Message-ID:
<AB65530E18528C48AE168B428DE6BAEB51AA2B at naes3.email.trader.corp>
Content-Type: text/plain; charset="us-ascii"
Hi
I removed the 'transaction' line from the template, restarted the web
server, opened and resolved a ticket and it still didn't send an email
to the requestor. However the log now says that 'no recipients were
found'.
Zul Shariff
-----Original Message-----
From: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com]
Sent: Tuesday, March 28, 2006 9:06 AM
To: Zul Shariff
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] resolved ticket email
1) Don't send html emails.
2) Error is logged in the logs
3) code { $Ticket->Transactions->First->Object->Content } is wrong,
should be something like { $Ticket->Transactions->First->Content } to
work at least.
On 3/26/06, Zul Shariff <Zul.Shariff at ca.trader.com> wrote:
>
>
>
>
> Hi
>
> For some reason, when a ticket is resolved an email is not generated.
I have the scrip and template configured as shown:
>
> This was working before I removed the From: and Sender: lines from the
content of the template.
>
>
>
> Zul Shariff
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
>
> We're hiring! Come hack Perl for Best Practical:
http://bestpractical.com/about/jobs.html
>
>
--
Best regards, Ruslan.
------------------------------
Message: 4
Date: Tue, 28 Mar 2006 13:01:07 -0500
From: Drew Barnes <barnesaw at ucrwcu.rwc.uc.edu>
Subject: Re: [rt-users] logging
To: Luke Vanderfluit <lvanderf at internode.com.au>
Cc: rt-users <rt-users at lists.bestpractical.com>
Message-ID: <442979E3.3060101 at ucrwcu.rwc.uc.edu>
Content-Type: text/plain; charset=ISO-8859-1; format=flowed
Emergency only logs critical errors. Debug logs EVERYTHING.
Luke Vanderfluit wrote:
> Hi.
>
> Joby Walker wrote:
>
>> No, alert is the 2nd most restrictive setting, and I don't know if
>> anything is logged at that level. The highest I remember seeing is
>> critical. Try "debug" and you will definitely see something.
>>
> Ok, thanks for that. I'm surprised that 'alert' which is right up near
> 'emergency' doesn't show me entries, but 'debug' certainly does \-:
> Anyway, got that working now.
> Thanks.
>
> Luke.
>
>
>
>> jbw
>>
>> Luke Vanderfluit wrote:
>>
>>> OK, I've got both the log directory and the file itself set to 777
>>> permissions.
>>> There is still nothing getting logged,
>>> I have log level 'alert', shouldn't that be logging nearly
>>> everything to the file?
>>>
>>> Kind regards.
>>>
>>>
>>> --
>>> Luke
>>>
>>>
>>>
------------------------------------------------------------------------
>>>
>>>
>>> _______________________________________________
>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>
>>> Community help: http://wiki.bestpractical.com
>>> Commercial support: sales at bestpractical.com
>>>
>>>
>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>> Buy a copy at http://rtbook.bestpractical.com
>>>
>>>
>>> We're hiring! Come hack Perl for Best Practical:
>>> http://bestpractical.com/about/jobs.html
>>
>
>
--
Drew Barnes
Applications Analyst
Raymond Walters College
University of Cincinnati
------------------------------
Message: 5
Date: Tue, 28 Mar 2006 13:05:12 -0500 (EST)
From: joe <jszabo at dilligaff.rutgers.edu>
Subject: Re: [rt-users] perl module dependency rpm packages for SuSE
10
To: rt-users at lists.bestpractical.com
Message-ID: <Pine.LNX.4.58.0603281303200.15450 at dilligaff.rutgers.edu>
Content-Type: TEXT/PLAIN; charset=US-ASCII
You won't find all of them, but you can search for whatever::whatever in
the packages descriptions in Yast, when you add/remove programs.
Joe
On Tue, 28 Mar 2006, Joshua Colson wrote:
> I'm attempting to install RT 3.6pre0 on a SuSE 10 machine (currently
in
> dev mode using standalone_httpd and sqlite). There are a large number
of
> missing dependencies and I would like to satisfy them with packaged
> versions of the software. I know that 'make fixdeps' will install the
> missing modules using CPAN, but I would like to avoid that. Does
anyone
> know where I might be able to find rpm packages for the myriad
> dependencies that RT has which work on SuSE 10?
>
> Thanks in advance.
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
>
> We're hiring! Come hack Perl for Best Practical:
http://bestpractical.com/about/jobs.html
>
------------------------------
Message: 6
Date: Tue, 28 Mar 2006 10:15:04 -0800
From: Kenneth Crocker <KFCrocker at lbl.gov>
Subject: Re: [rt-users] email not created for resolved ticket
To: Zul Shariff <Zul.Shariff at ca.trader.com>
Cc: rt-users at lists.bestpractical.com
Message-ID: <44297D28.70902 at lbl.gov>
Content-Type: text/plain; charset="iso-8859-1"
Zul,
It sounds like your modification has altered the way the template
reacts to the action. Try putting another of the default templates with
that action and see if it works (ie. autoreply or one of the notify
....).
Kenn
Zul Shariff wrote:
> Hi
>
> I just started using rt ver 3.4.4. I changed the default template for
> resolved tickets by removing the From: and Sender: lines and turning
> 'on' UserFriendlyName setting in the config file. Now it won't create
> emails for resolved tickets. I tried putting back the From: and
> Sender: lines but it still won't create and send email to the
> requestor for resolved ticket.
>
> The autocreation email works fine as I haven't changed anything in the
> autoreply template.
>
>
>
> Zul Shariff
>
>-----------------------------------------------------------------------
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>
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>
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>Commercial support: sales at bestpractical.com
>
>
>Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
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Message: 7
Date: Tue, 28 Mar 2006 22:27:32 +0400
From: "Ruslan Zakirov" <ruslan.zakirov at gmail.com>
Subject: Re: [rt-users] resolved ticket email
To: "Zul Shariff" <Zul.Shariff at ca.trader.com>
Cc: rt-users at lists.bestpractical.com
Message-ID:
<589c94400603281027g7749422bk39b3d8d63dce5a62 at mail.gmail.com>
Content-Type: text/plain; charset=UTF-8
Most probably it's related NotifyActor, see FAQ on the wiki.
On 3/28/06, Zul Shariff <Zul.Shariff at ca.trader.com> wrote:
> Hi
> I removed the 'transaction' line from the template, restarted the web
> server, opened and resolved a ticket and it still didn't send an email
> to the requestor. However the log now says that 'no recipients were
> found'.
>
> Zul Shariff
>
> -----Original Message-----
> From: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com]
> Sent: Tuesday, March 28, 2006 9:06 AM
> To: Zul Shariff
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] resolved ticket email
>
> 1) Don't send html emails.
> 2) Error is logged in the logs
> 3) code { $Ticket->Transactions->First->Object->Content } is wrong,
> should be something like { $Ticket->Transactions->First->Content } to
> work at least.
>
> On 3/26/06, Zul Shariff <Zul.Shariff at ca.trader.com> wrote:
> >
> >
> >
> >
> > Hi
> >
> > For some reason, when a ticket is resolved an email is not
generated.
> I have the scrip and template configured as shown:
> >
> > This was working before I removed the From: and Sender: lines from
the
> content of the template.
> >
> >
> >
> > Zul Shariff
> >
> >
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> > Community help: http://wiki.bestpractical.com
> > Commercial support: sales at bestpractical.com
> >
> >
> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> > Buy a copy at http://rtbook.bestpractical.com
> >
> >
> > We're hiring! Come hack Perl for Best Practical:
> http://bestpractical.com/about/jobs.html
> >
> >
>
>
>
> --
> Best regards, Ruslan.
>
>
--
Best regards, Ruslan.
------------------------------
Message: 8
Date: Tue, 28 Mar 2006 10:35:29 -0800
From: Kenneth Crocker <KFCrocker at lbl.gov>
Subject: Re: [rt-users] Grouping of un-priv user tickets
To: Ben Robson <ben.robson at classicblue.com.au>
Cc: rt-users at lists.bestpractical.com
Message-ID: <442981F1.3050600 at lbl.gov>
Content-Type: text/plain; charset="iso-8859-1"
Ben,
There's an awful lot of code in RT that relies on some of the
default info to remain unchanged, like the requestor. If you need some
other custom field to show someone else created the request, then fine,
create the custom field but leave the requestor field alone and make
sure that when the "creator" creates the ticket, the correct info on the
"real" requestor (like e_mail, etc.) is put in and I think the Requestor
will get his e_mail and be able to do whatever rights you gave to the
requestor role (liek seeQueue, show outgoingmail, showticket, reply to
ticket, etc.). Our feelings here are that adding custom code should
NEVER interfere with the code that is already there, it should be extra
and self-contained. Less chance of messing up a function that was
already working when the software arrived. But heck, that's just our
philosphy and what do we know. ;-)
Kenn
Ben Robson wrote:
> All,
>
> I, along with others I believe, have been struggling with the issue of
> allowing un-priv users who work for the same company (customer) to see
> each others tickets.
>
> I have a scrip in place that currently checks the Organization ( my
> $organization =
> $self->TransactionObj->CreatorObj->__Value('Organization'); ) of the
> creator of the ticket and then proceeds to add the details to the CC
> list of the ticket for all other users who's organization is the same
> value.
>
> This works great, up to a point.....
>
> In the event that the Requestor is not the Creator, for example when
> the requestor calls the company's helpdesk and a helpdesk operator
> completes the ticket, the Creator's organization details are used and
> not the Requestor's.
>
> This means that when a member of the Requesting company goes to view
> tickets the created ticket may not be vissible, unless they are
> explicitly the individual who requested it.
>
> Below is my "Customer action preparation code". Can anyone see how
> this might be modified such that rather than getting the Creator's
> organization on the first line, it gets the Requestor's organization
> instead?
>
>
> my $organization =
> $self->TransactionObj->CreatorObj->__Value('Organization');
> my $users = new RT::Users($RT::SystemUser);
> my $cclist = $self->TicketObj->Cc;
>
> while( my $user = $users->Next )
> {
> my $userOrg=$user->Organization;
> if ($organization eq $userOrg) {
> $cclist->AddMember($user->id)
> }
> $RT::Logger->info( "OnCreateCCDomain scrip added ". $user->Name ." as
> a CC!" );
> }
>
> Thanks all, I am sure many may find this useful.
>
> Ben Robson
>
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