[rt-users] Approvals for resolved tickets?

Kenneth Crocker KFCrocker at lbl.gov
Tue Feb 19 18:47:46 EST 2008


Samuel,

	I forgot; select "Notify CC's".

Kenn

On 2/19/2008 3:19 PM, Kenneth Crocker wrote:
> Samuel,
> 
> 
> 	I would create a Billing Group and put the appropriate UserIDs in that 
> group (primary person and backup?). Then, add that group as a "CC" 
> Watcher for every Queue you want this group to be notified from on 
> resolved tickets. Then go to Configuration->Queues->Templates and select 
> "New Template. Create a new Template called "Billing Resolved". In that 
> template, make it say what you want and include various ticket info. An 
> example is below:
> 
> Subject: Request Titled: "{$Ticket->Subject}" has been resolved!
> 
> This ticket has been resolved. DO NOT reply to this message!
> -----------------------------------------------------------------------------
> TICKET INFORMATION:
> Ticket Queue  : {$Ticket->QueueObj->Name}
> Ticket Number : {$Ticket->Id}
> Ticket Subject: {$Ticket->Subject}
> Ticket Description:
>       {
>       return $Ticket->FirstCustomFieldValue('Description');
>       }
> Ticket Priority is: {$Ticket->Priority}
> Ticket Created  by: {$Ticket->CreatorObj->Name}
> Ticket Created  on: {substr($Ticket->Created, 0, 10)}
> Ticket  Owned   by: {$Ticket->OwnerObj->Name}
> Development Started on: {substr($Ticket->Started, 0, 10)}
> QA Approved on: N/A
> QA Approved by: N/A
> Migrated    on: {substr($Ticket->Resolved, 0, 10)}
> Migrated    by: {$Ticket->LastUpdatedByObj->Name}
> Resolution comment:
> {
>        my $Resolution_Comment;
>        my $Transactions;
>        my $CommentObj;
> 
>        $Transactions = $Ticket->Transactions;
>        $Transactions->Limit( FIELD => 'Type', VALUE => 'Comment' );
>        $Transactions->OrderByCols(
>            { FIELD => 'Created',  ORDER => 'DESC' },
>            { FIELD => 'id',     ORDER => 'DESC' },
>            );
> 
>        $CommentObj = $Transactions->First;
> 
>        if  ($CommentObj && $CommentObj->id)
>        {
>             $Resolution_Comment = $CommentObj->Content;
>        }
>        else
>        {
>             $Resolution_Comment = "No comment."
>        }
> 
>        return $Resolution_Comment;
> }
> -----------------------------------------------------------------------------
> To view ticket information, enter URL:
> 
>      {$RT::WebURL}Ticket/Display.html?id={$Ticket->id}
> 
> 	You have to determine what that info is. Then go to 
> Configuration->Queues->Scrips and create a new scrip named "Notify 
> Billing on Resolved" and specify condition as "OnResolve" and select the 
> "Billing Resolved" template and there you go. Hope this helps.
> 
> Kenn
> LBNL
> 
> On 2/19/2008 2:04 PM, Samuel P. Howard wrote:
>> Hi Kenn,
>>
>> At this point, we aren't using Approvals at all, so the answer about ANY 
>> ticket is "sorta" ... we do have a few queues that we don't want to know 
>> about ... we have other partners using queues in our RT implementation, 
>> so we'd probably have to do a user defined condition, I suppose.
>>
>> I guess one of our questions was, can the Approvals feature be used for 
>> the end of a ticket's life (onResolve), rather than the beginning 
>> (onCreate)?
>>
>> Also, just doing an onResolve scrip, I didn't see an easy way to send 
>> the response output (template, et al) to a specific user (who is not in 
>> the AdminCC or any other list associated with the ticket) ... is there a 
>> good example somewhere I could borrow from?
>>
>> Thanks,
>> Sam
>>
>> Kenneth Crocker wrote:
>>> Samuel,
>>>
>>>
>>>     Do you want to alert billing to ANY ticket that gets resolved, 
>>> regardless if it was in the Approvals queue or not? if so, a simple 
>>> scrip with the "onResolve" condition would do it. However, if you have 
>>> other conditions you want considered, you will need to make that 
>>> condition "User-defined" and put in your specific perl code for your 
>>> other conditions. You could also create a special template for this 
>>> particular notification which would include the pertinent ticket info 
>>> so that person wouldn't have to go to RT and hunt up the ticket, etc.
>>>
>>> Kenn
>>> LBNL
>>>
>>> On 2/19/2008 9:47 AM, Samuel P. Howard wrote:
>>>> Hi.
>>>>
>>>> In order to help our billing person, I am trying to find a way to 
>>>> alert her when a ticket gets resolved.  I've come up with a few 
>>>> options, and would like some thoughts, opinions, suggestions, etc:
>>>>
>>>> 1 - Write a custom scrip that e-mails her upon Status -> Resolved
>>>>
>>>> 2 - Try to convince the Approvals feature to work on Ticket Resolved, 
>>>> not Ticket Created
>>>>
>>>>  From these, the pros and cons so far:
>>>>
>>>> 1:
>>>>   pros: should be pretty easy to implment
>>>>   cons: piles of e-mail in her inbox
>>>>   cons: the data is outside of RT, so hard for someone else to step 
>>>> in if she goes on vacation, gets sick, etc
>>>>
>>>> 2:
>>>>   pros: if it can be done, it should give a nice view via RT (single 
>>>> location to go to for the data)
>>>>   cons: can Approvals be convinced to work on Status->Resolved?
>>>>
>>>> Right now, we have a custom field that is used in a report to find 
>>>> tickets that have not yet been billed, but there are a few problems 
>>>> with this.
>>>>
>>>> 1 - no timely notification (i.e. she has to run the report daily and 
>>>> try to figure out what's different to review each ticket for complete 
>>>> data needed to do the billing)
>>>> 2 - if the custom field "accidentally" gets flipped, the ticket never 
>>>> shows in the report, so it never gets billed or accounted for.
>>>>
>>>> Hopefully, this gives some idea of what we are trying to achieve.  
>>>> Suggestions welcome!
>>>>
>>>> Thanks,
>>>> Sam
>>>>
>>>> _______________________________________________
>>>> 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
>>>>
> 
> _______________________________________________
> 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
> 




More information about the rt-users mailing list