[rt-users] R: mandatory subject

[Guadagnino Cristiano]

Hi Mathieu!

We have something like that in place, using  scrips.

We have a set of requests that have to be done using a web interface, and we don't want users to be able to place requests directly through email. But for simplicity reasons the web interface, after collecting all the necessary info from the user, does exactly that: sends an email to RT.

We sorted this out this way: the PHP web page generates emails with a special custom header, and we then check the presence of this header in RT and populate a custom field (using the RT::Extension::ExtractCustomFieldValues extension).

Another (generalized) scrip then checks for the presence of ANY custom field with a "mandatory" type; if found and not populated, the ticket is automatically rejected and a reply sent to the requestor that points him to the URL for the web interface.

If you're interested I can expand on the details.

Bye
Cris

Da: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Per conto di testwreq wreq
Inviato: Wednesday, October 06, 2010 5:40 PM
A: Mathieu Longtin
Cc: rt-users at lists.bestpractical.com
Oggetto: Re: [rt-users] mandatory subject


Changes to Email.pm worked when a ticket is created by sending email to RT . Has anyone attempted to implement writing a scrip?

I could not get RT-Extension-MandatorySubject plugin to work for opening tickets via the web interface. I am hoping writing scrip may work for both the cases.

-vm
On Tue, Oct 5, 2010 at 3:30 PM, testwreq wreq <testwreq at gmail.com<mailto:testwreq at gmail.com>> wrote:
YOU ALL ARE THE BEST!!!

I have RT 3.8.4; But hacking as suggested by Steve worked. I will be trying replacing the changes to local/lib/RT/Interface/Email.pm

Thanks a million,
vm
On Tue, Oct 5, 2010 at 2:57 PM, Mathieu Longtin <mathieu at closetwork.org<mailto:mathieu at closetwork.org>> wrote:
Or saving the changed file in local/lib/RT/Interface/Email.pm instead. That way you don't lose the changes at the next upgrade.

--
Mathieu Longtin
1-514-803-8977


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