[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
>>>>
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>
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