[rt-users] 2 Questions, Dashboard subscriptions and Error messages via Script

Shawn Moore shawn at bestpractical.com
Fri Jul 31 10:10:34 EDT 2015

> 2015/07/31 5:13、Ashley Etherington <migetismad at hotmail.com> のメール:
> Good morning all.

Hi Ashley,

> First Question:
> We recently set-up a Dashboard with subscriptions for a daily email report for incoming jobs.  This had some searches and some charts.  The first 2 emails it sent us were perfect,  formatted and were generally very nice to look at.  The 3rd and all emails since are now unformatted,  have no images and just attachments with the graphs.   Nothing has changed on the dashboard since and we have tested it on several browsers/mobile devices/email clients.  I am just wondering if this is a known issue or if there is something I can change to make it reliable.

Do you have anything in your config for @EmailDashboardRemove? I wonder if someone added something to it between the second and third mails.

> Second Question:
> For a long time we have had RT hooked up to an external service run by Apple.  This is working great, But now we would like to get deeper integration with the system, This means we need to improve the current error handling we have at the moment (For invalid details and various other bits of information)  Is there a way using RT Scripts to invoke the yellow or red error bar with a custom message? Or would this have to be done through a plugin of sorts.  Any information would be great.

If the error is specific to a particular ticket, I’d use an attribute on the ticket object for this. It’s sorta like a custom field but doesn’t show up in the UI. It’s lets code stash extra data on RT records.

In your scrip when you detect an error condition, use $ticket->AddAttribute(Name => “AppleError”, Content => “Uh oh! $error”);

When things are back to working, $ticket->DeleteAttribute(“AppleError”).

In your ticket display page, check $ticket->Attributes->Named(‘AppleError’) and if it’s present display a bar. (Maybe add an “Acknowledge” link that also does the ->DeleteAttribute).

If it’s not specific to a particular ticket, you can use an attribute on RT->System instead of the ticket.

> Thank you for reading.
> Ashley Etherington.

Hope this helps,
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