Request Tracker Wiki - Recent changes [en]

VmwareInstall

2012-05-16T16:28:23Z

← Older revision		Revision as of 16:28, May 16, 2012
Line 10:		Line 10:
	Request-Tracker 3.6		Request-Tracker 3.6

-		+
		+
	'''The'' ''VMware'' ''can be downloaded at:'''		'''The'' ''VMware'' ''can be downloaded at:'''
	'''http://rtvm.tehcorner.com/'''		'''http://rtvm.tehcorner.com/'''
Line 21:		Line 21:

	i cant find kde nor startx installed		i cant find kde nor startx installed
		+
		+
		+
		+	I get a 404 Page not found from this link.

PersonalGroups

2012-05-16T15:24:55Z

← Older revision		Revision as of 15:24, May 16, 2012
Line 1:		Line 1:
-	Personal Groups are the groups which have the user as a member.	+	Personal Groups are [[Group\|groups]] which a user has defined for the purpose of delegation of her own rights to other users or groups.

-	Following paragraph taken from "RT Essentials" by O'Reilly: "Personal groups are defined by individual users for their own personal use. Currently, they're used only by the Delegation system to allow users to delegate rights to other users or groups."	+	See also: [[DelegateRights]], [[AdminOwnPersonalGroups]]
-
-	If you find any useful information about personal groups please add it here!

AdminOwnPersonalGroups

2012-05-16T15:06:50Z

← Older revision		Revision as of 15:06, May 16, 2012
Line 1:		Line 1:
-	This right allow next actions with <u>your personal</u> groups	+	This right gives a user the ability to manage [[PersonalGroups\|Personal Groups]]:

	* create/delete		* create/delete
	* change properties: name, description, disable		* change properties: name, description, disable
-	* manage users: add/delete	+	* manage membership

User blog:Hulisani.t/categorizing tickets

2012-05-16T12:53:52Z

Blog post created or updated.

New page

If there is a way that tickets on RT can be categorized as either incidents , problem or change when they are created
[[Category:Blog posts]]

User:Hulisani.t

2012-05-16T12:51:22Z

New user account

REST

2012-05-16T11:00:29Z

Convenience libraries:

← Older revision		Revision as of 11:00, May 16, 2012
Line 783:		Line 783:
	\|[https://github.com/z4r/python-rtkit rtkit]		\|[https://github.com/z4r/python-rtkit rtkit]
	\|[https://github.com/ GitHub]		\|[https://github.com/ GitHub]
-	\|<code>N/A</code>	+	\|<code>pip install python-rtkit</code>
	\|-		\|-
	\|'''Python'''		\|'''Python'''

CreateTicket

2012-05-15T17:27:43Z

← Older revision		Revision as of 17:27, May 15, 2012
(One intermediate revision not shown)
Line 1:		Line 1:
-	A user with the '''Create''''''Ticket''' right can create a ticket in a queue. RT also checks this right when you try to move a ticket into a queue (see info in [[ModifyTicket]]).	+	A user with the '''CreateTicket''' right can create a ticket in a queue. RT also checks this right when you try to move a ticket into a queue (see info in [[ModifyTicket]]).

	This right can be granted to users and groups on a global level or on a queue-by-queue basis.		This right can be granted to users and groups on a global level or on a queue-by-queue basis.

-	On a fresh RT installation, this right is granted to the Everybody group, so that even an unknown user can create a ticket by sending E-mail to the system.	+	This right should generally be granted to the Everybody group, so that even an unknown user can create a ticket by sending E-mail to the system.

	See also: [[Rights]], [[GlobalRights]]		See also: [[Rights]], [[GlobalRights]]

AutoCcOwner

2012-05-15T17:12:03Z

AutoCcOwner:

← Older revision		Revision as of 17:12, May 15, 2012
Line 18:		Line 18:
	return 1;		return 1;
	Template: Global template: Blank		Template: Global template: Blank
-

	You can also change the:		You can also change the:
Line 24:		Line 23:
	$self->TicketObj->AddWatcher( Type => "Cc",		$self->TicketObj->AddWatcher( Type => "Cc",
	Email => $last_email);		Email => $last_email);
-

	to:		to:
Line 30:		Line 28:
	$self->TicketObj->AddWatcher( Type => "AdminCc",		$self->TicketObj->AddWatcher( Type => "AdminCc",
	Email => $last_email);		Email => $last_email);
-

	to make this add the owner as [[AdminCc]].		to make this add the owner as [[AdminCc]].

	Update: thinking back: this is silly. You just need to make a script that notifies the current owner and use the [[AutoCcLastOwner]] to add previous owners.		Update: thinking back: this is silly. You just need to make a script that notifies the current owner and use the [[AutoCcLastOwner]] to add previous owners.
		+
		+	-- Comment: I don't think it's silly. If you notify Owner and adminCC with separate scrips, you get multiple "Outgoing mail recorded" lines cluttering the ticket. This is nice and clean IMO.

CustomConditionSnippets

2012-05-15T08:40:15Z

add your own conditions:

← Older revision		Revision as of 08:40, May 15, 2012
Line 263:		Line 263:
	return 1;		return 1;

		+	== UserDefined2 (use with rt-crontool) ==
		+	create a file UserDefined2.pm in lib/RT/Condition
		+	package RT::Condition::UserDefined2;
		+	use base 'RT::Condition';
		+	use strict;
		+	=head2 IsApplicable
		+
		+	=cut
		+
		+	sub IsApplicable {
		+	my $self = shift;
		+	local $@;
		+	my $retval = eval { $self->Argument; }; warn $@ if $@;
		+	return ($retval);
		+	}
		+
		+	RT::Base->_ImportOverlays();
		+	1;
		+	With this you have a powerful way to check a customized condition. You can use it like that:
		+	bin/rt-crontool --verbose --log debug --search RT::Search::ActiveTicketsInQueue --search-arg Support --condition RT::Condition::UserDefined2 --condition-arg "if($self->TicketObj->Priority == 4){return(1);}else {return(undef);}" --action RT::Action::SetPriority --action-arg 7
		+	This example searches all tickets in queue Support, checks if the priority is 4 and sets the priority to 7. You may use arbitrary perl-code for the condition.
	== add your own conditions ==		== add your own conditions ==

User:Sysadminmorbo

2012-05-15T08:13:18Z

New user account

User talk:178.79.131.132

2012-05-14T14:24:50Z

← Older revision		Revision as of 14:24, May 14, 2012
Line 2:		Line 2:

	It would be great if these were discussed on rt-users prior to editing the wiki with misleading information.		It would be great if these were discussed on rt-users prior to editing the wiki with misleading information.
		+
		+	: I'm not going to get into an edit war over this, so if you replace it with what you hope to be true, I won't correct it again. However, can I request that you check your information either by looking at the source or actually trying it in future. Thanks. [[Special:Contributions/178.79.131.132\|178.79.131.132]] 14:24, May 14, 2012 (UTC)

WatchAsAdminCc

2012-05-14T14:16:58Z

Actual testing and looking at the source trumps "should" - Undo revision 7107 by 108.7.208.224 (talk)

← Older revision		Revision as of 14:16, May 14, 2012
Line 1:		Line 1:
-	This right allows a user to add or remove <u>himself</u> as an [[AdminCC]] on a ticket. The [[ModifyTicket]] right allows this too.	+	This right allows a user to add or remove <u>himself</u> as an [[AdminCC]] on a ticket. The [[ModifyTicket]] right allows this too. (Note that [[ModifyTicket]] does not allow this in rt4).

	A user can add or remove <u>himself</u> as an [[AdminCC]] on a queue where he has this right to the queue. The [[ModifyQueueWatchers]] right allow this too.		A user can add or remove <u>himself</u> as an [[AdminCC]] on a queue where he has this right to the queue. The [[ModifyQueueWatchers]] right allow this too.

Watch

2012-05-14T14:15:56Z

Undo revision 7108 by 108.7.208.224 (talk)

← Older revision		Revision as of 14:15, May 14, 2012
Line 4:		Line 4:

	The [[ModifyTicket]] or [[ModifyQueueWatchers]] right allows a user to add or remove himself as well, next to the other possibilities these rights give to a user.		The [[ModifyTicket]] or [[ModifyQueueWatchers]] right allows a user to add or remove himself as well, next to the other possibilities these rights give to a user.
		+
		+	(In rt4 at least, [[ModifyTicket]] does ''not'' grant [[Watch]] or [[WatchAsAdminCc]] abilities)

	Another related right is [[WatchAsAdminCc]]		Another related right is [[WatchAsAdminCc]]

ModifyTicket

2012-05-14T14:15:22Z

Undo revision 7109 by 108.7.208.224 (talk)

← Older revision		Revision as of 14:15, May 14, 2012
Line 1:		Line 1:
-	A user that has the '''Modify''''''Ticket''' right is allowed to make generic changes to a [[Ticket]].	+	A user that has the '''ModifyTicket''' right is allowed to make generic changes to a [[Ticket]].

	This right can be granted in the global context, or on a queue-by-queue basis.		This right can be granted in the global context, or on a queue-by-queue basis.
Line 17:		Line 17:
	* ... to add [[Correspondence]] on a ticket, we can use [[ReplyToTicket]]		* ... to add [[Correspondence]] on a ticket, we can use [[ReplyToTicket]]
	* ... to add or delete a themselves as <u>ticket</u> watcher ([[Requestor]], [[Cc]] or [[AdminCc]]), we can use [[Watch]] and [[WatchAsAdminCc]]		* ... to add or delete a themselves as <u>ticket</u> watcher ([[Requestor]], [[Cc]] or [[AdminCc]]), we can use [[Watch]] and [[WatchAsAdminCc]]
		+
		+	(In rt4 at least, ModifyTicket does ''not'' grant [[Watch]] and [[WatchAsAdminCc]] rights. They are separate.)

	Restrictions:		Restrictions:

RT4-SQLite-Weekly Stats

2012-05-14T00:13:40Z

New page

= RT4 - SQLite - Weekly Stats =

Quickie perl script to report number of opened and closed tickets by queue.

I didn't want to depend on DBI just to avoid the whole CPAN install for this crummy little script.

A sample report that will be emailed out:
RT Weekly Ticket Stats - Opened Tickets:
Support had 34 tickets opened this last week.
Info had 31 tickets opened this last week.
IT had 1 tickets opened this last week.
Requests had 1 tickets opened this last week.
Content had 2 tickets opened this last week.

RT Weekly Ticket Stats - Closed Tickets:
Support had 19 tickets closed this last week.
Info had 30 tickets closed this last week.
IT had 1 tickets closed this last week.

Code:
#!/usr/bin/perl
# The SQLite db to use...
$db = "/var/lib/dbconfig-common/sqlite3/request-tracker4/rtdb";
# Who to send the report to...
$emailaddress = "admin@domain.com";
$mailbody = "/tmp/RTStats_report";

open(MAILBODY,">$mailbody");
print MAILBODY "RT Weekly Ticket Stats - Opened Tickets:\n";
# Tickets created...
open(LIST,"sqlite3 $db \"SELECT Queue from Tickets Where Created > datetime('now', '-7 days');\" | sort -n | uniq -c |");
while(<LIST>) {
s/^\s+//;
($number,$queuenum) = split(/ /);
$queuename = `sqlite3 $db \"select Name from Queues where id = $queuenum;\"`;
chomp $queuename;
print MAILBODY "$queuename had $number tickets opened this last week.\n";
}
close(LIST);

print MAILBODY "\nRT Weekly Ticket Stats - Closed Tickets:\n";
# Tickets closed...
open(LIST,"sqlite3 $db \"SELECT Queue from Tickets Where Resolved > datetime('now', '-7 days');\" | sort -n | uniq -c |");
while(<LIST>) {
s/^\s+//;
($number,$queuenum) = split(/ /);
$queuename = `sqlite3 $db \"select Name from Queues where id = $queuenum;\"`;
chomp $queuename;
print MAILBODY "$queuename had $number tickets closed this last week.\n";
}
close(LIST);

`/bin/cat $mailbody | /usr/bin/mail -s \"RT Ticket Stats by Queue\" $emailaddress`;

unlink $mailbody;

User:Timpozar

2012-05-13T23:56:07Z

New user account

Using a Google Apps Form to submit a ticket in RT

2012-05-13T19:13:56Z

Show changes

Demo

2012-05-12T20:58:54Z

Adding categories

← Older revision		Revision as of 20:58, May 12, 2012
Line 3:		Line 3:
	[[Category:Test]]		[[Category:Test]]
	[[Category:skjdfklsjdlfsjlfj]]		[[Category:skjdfklsjdlfsjlfj]]
		+	[[Category:bbvbv]]

RTUsers

2012-05-12T16:06:21Z

RT Users:

← Older revision		Revision as of 16:06, May 12, 2012
Line 133:		Line 133:
	* [[DrewBarnes]] ([http://www.rwc.uc.edu/ University of Cincinnati - Raymond Walters College])		* [[DrewBarnes]] ([http://www.rwc.uc.edu/ University of Cincinnati - Raymond Walters College])
	* Durga Prasad Malyala (Datasoft Comnet Pvt. Ltd., India, http://www.datasoftcomnet.com)		* Durga Prasad Malyala (Datasoft Comnet Pvt. Ltd., India, http://www.datasoftcomnet.com)
		+	* E2E Networks Private Limited (http://e2enteworks.com)
	* Ed Ackerman [http://www.mtksistemas.com.br Controle de Acesso]		* Ed Ackerman [http://www.mtksistemas.com.br Controle de Acesso]
	* Ed Eaglehouse ([http://www.atmsol.com Automated Solutions Corporation])		* Ed Eaglehouse ([http://www.atmsol.com Automated Solutions Corporation])

Talk:DebianSqueezeInstallGuide

2012-05-11T12:08:41Z

Created page with "No hassle install: fire up synaptic and install the package 'request-tracker4' As of this writing (this is from a debian backports which has some install instruction in this art..."

New page

No hassle install: fire up synaptic and install the package 'request-tracker4'

As of this writing (this is from a debian backports which has some install instruction in this article.)

DebianSqueezeInstallGuide

2012-05-11T11:25:37Z

Install RT 4:

← Older revision		Revision as of 11:25, May 11, 2012
Line 73:		Line 73:
	aptitude -t squeeze-backports install libdbix-searchbuilder-perl liblog-dispatch-perl libhtml-rewriteattributes-perl libplack-perl -y		aptitude -t squeeze-backports install libdbix-searchbuilder-perl liblog-dispatch-perl libhtml-rewriteattributes-perl libplack-perl -y
	This forces aptitude to update those packets using the backporst repository.		This forces aptitude to update those packets using the backporst repository.
		+
		+
		+
		+	Or just install the package 'request-tracker4' via synaptic and everything will be smooth sailing.

	==Configuring RT 4==		==Configuring RT 4==

Silent Resolve (MuteResolve ReRedux)

2012-05-11T10:49:11Z

← Older revision		Revision as of 10:49, May 11, 2012
(One intermediate revision not shown)
Line 1:		Line 1:
-	Okay, this wiki is by far the worst wiki software I've ever seen. I can't for the life of me figure out how to get this article to format, so I'm leaving it as-is. Just edit this page, click the source button on the right of the terrible WYSIWYG editor and copy and paste that into a text editor on your local box. Then read the article. Sorry 'bout the trouble, but I wanted to post this because I think it's a really good solution. Why do they make it so hard to contribute.	+	I couldn't get either the [[MuteResolve]] or [[MuteResolve Redux]] solutions to work, so here's mine. It seems to work well and is simpler. Tested with RT 4.0.2, but sould probably work with 3.x versions as well.

-	I couldn't get either the MuteResolve or MuteResolve Redux solutions to work, so here's mine. It seems to work well and is simpler. Tested with RT 4.0.2, but sould probably work with 3.x versions as well.	+	#Create a Ticket Custom Field called Silent Resolve. ('''Tools->Configuration->Custom Fields->Create''') Name: SilentResolve<br />Type: Select one value<br />Render Type: List (you may have to save it before this option appears)<br />Values: Sort=0, Name='Yes'
-		+	#Select it under '''Tools->Configuration->Global->Custom Fields->Tickets'''. (Why the two-step process beats me, especially when they have an Enabled checkbox on the field definition in step 1)
-	1) Create a Ticket Custom Field called Silent Resolve. (Tools->Configuration->Custom Fields->Create)	+	#Create a new Global Template (Your mail server should route nobody@ to /dev/null)<br />Name: Resolved (Check Silent)<br />Type: Perl<br />Content:<br />
-	Name: SilentResolve	+	<nowiki>
-	Type: Select one value	+	{
-	Render Type: List (you may have to save it before this option appears)	+	$nobody = 'nobody@localhost';
-	Values: Sort=0, Name='Yes'	+	if ($Ticket->FirstCustomFieldValue('SilentResolve') eq 'Yes') {
-		+	"To: $nobody\nCc: $nobody\nBcc: $nobody\n";
-	2) Select it under Tools->Configuration->Global->Custom Fields->Tickets. (Why the two-step process beats me, especially when they have an Enabled checkbox on the field definition in step 1)	+	} else {
-		+	;
-	3) Create a new Global Template (Your mail server should route nobody@ to /dev/null)	+	}
-	Name: Resolved (Check Silent)	+	}Subject: Resolved: {$Ticket->Subject}
-		+
-		+	According to our records, your request has been resolved. If you have any
-	Type: Perl	+	further questions or concerns, please respond to this message.
-		+	</nowiki>
-		+	: Note that the "}Subject" is not a typo. You need it like that to make sure all that stuff is part of the e-mail header.
-		+	#Set the "On Resolve Notify Requestors" scrip to use this template.
-		+	#Create a new scrip. ('''Tools->Configuration->Global->Scrips->Select''')<br />Name: Unset Silent Resolve<br />Condition: On Reopen<br />Action: User Defined<br />Template: Global template: Blank<br />Stage: TransactionCreate<br />Custom Condition:<br />
-	Content:	+	<nowiki> return ($self->TicketObj->FirstCustomFieldValue('SilentResolve') eq 'Yes' ? 1 : 0);
-		+	</nowiki>
-		+	<br />Custom action preparation code:<br />
-	<code>{	+	<nowiki>
-	$nobody = 'nobody@localhost';	+	$self->TicketObj->DeleteCustomFieldValue( Field => 'SilentResolve', Value => 'Yes');
-	if ($Ticket->FirstCustomFieldValue('SilentResolve') eq 'Yes') {	+	$RT::Logger->info("Silent Resolve unset on Reopen of ticket ".$self->TicketObj->id);
-	"To: $nobody\nCc: $nobody\nBcc: $nobody\n";	+	return 1;
-	} else {	+	</nowiki>
-	'';''
-	}
-	}Subject: Resolved: {$Ticket->Subject}</code>
-
-
-	According to our records, your request has been resolved. If you have any
-	further questions or concerns, please respond to this message.
-	</code>
-
-	Note that the "}Subject" is not a typo. You need it like that to make sure all that stuff is part of the e-mail header.
-
-	4) Set the "On Resolve Notify Requestors" scrip (Tools->Configuration->Global->Scrips->Select) to use this template.
-
-	5) Create a new scrip. (Tools->Configuration->Global->Scrips->Select)
-	Name: Unset Silent Resolve
-	Condition: On Reopen
-	Action: User Defined
-	Template: Global template: Blank
-	Stage: TransactionCreate
-	Custom Condition: return ($self->TicketObj->FirstCustomFieldValue('SilentResolve') eq 'Yes' ? 1 : 0);
-	Custom action preperation code:
-	$self->TicketObj->DeleteCustomFieldValue( Field => 'SilentResolve', Value => 'Yes');
-	$RT::Logger->info("Silent Resolve unset on Reopen of ticket ".$self->TicketObj->id);
-	return 1;
-	# End Custom action preperation code

ModifyTicket

2012-05-10T01:59:49Z

RT4 should still allow this - Undo revision 7095 by 178.79.131.132 (talk)

← Older revision		Revision as of 01:59, May 10, 2012
Line 17:		Line 17:
	* ... to add [[Correspondence]] on a ticket, we can use [[ReplyToTicket]]		* ... to add [[Correspondence]] on a ticket, we can use [[ReplyToTicket]]
	* ... to add or delete a themselves as <u>ticket</u> watcher ([[Requestor]], [[Cc]] or [[AdminCc]]), we can use [[Watch]] and [[WatchAsAdminCc]]		* ... to add or delete a themselves as <u>ticket</u> watcher ([[Requestor]], [[Cc]] or [[AdminCc]]), we can use [[Watch]] and [[WatchAsAdminCc]]
-
-	(In rt4 at least, ModifyTicket does ''not'' grant [[Watch]] and [[WatchAsAdminCc]] rights. They are separate.)

	Restrictions:		Restrictions:

Watch

2012-05-10T01:59:33Z

RT4 should still allow this Undo revision 7096 by 178.79.131.132 (talk)

← Older revision		Revision as of 01:59, May 10, 2012
Line 4:		Line 4:

	The [[ModifyTicket]] or [[ModifyQueueWatchers]] right allows a user to add or remove himself as well, next to the other possibilities these rights give to a user.		The [[ModifyTicket]] or [[ModifyQueueWatchers]] right allows a user to add or remove himself as well, next to the other possibilities these rights give to a user.
-
-	(In rt4 at least, [[ModifyTicket]] does ''not'' grant [[Watch]] or [[WatchAsAdminCc]] abilities)

	Another related right is [[WatchAsAdminCc]]		Another related right is [[WatchAsAdminCc]]

WatchAsAdminCc

2012-05-10T01:59:17Z

RT4 should still allow this - Undo revision 7097 by 178.79.131.132 (talk)

← Older revision		Revision as of 01:59, May 10, 2012
Line 1:		Line 1:
-	This right allows a user to add or remove <u>himself</u> as an [[AdminCC]] on a ticket. The [[ModifyTicket]] right allows this too. (Note that [[ModifyTicket]] does not allow this in rt4).	+	This right allows a user to add or remove <u>himself</u> as an [[AdminCC]] on a ticket. The [[ModifyTicket]] right allows this too.

	A user can add or remove <u>himself</u> as an [[AdminCC]] on a queue where he has this right to the queue. The [[ModifyQueueWatchers]] right allow this too.		A user can add or remove <u>himself</u> as an [[AdminCC]] on a queue where he has this right to the queue. The [[ModifyQueueWatchers]] right allow this too.

User talk:178.79.131.132

2012-05-10T01:58:37Z

Created page with "There are several statements about ModifyTicket and Watch* rights that don't appear to be true in RT4. It would be great if these were discussed on rt-users prior to editing the..."

New page

There are several statements about ModifyTicket and Watch* rights that don't appear to be true in RT4.

It would be great if these were discussed on rt-users prior to editing the wiki with misleading information.

Using a Google Apps Form to submit a ticket in RT

2012-05-09T18:33:25Z

← Older revision		Revision as of 18:33, May 9, 2012
Line 1:		Line 1:
		+	Sometimes you wish you could have people fill in a form and have all the data appear in a ticket. After a few weekends toying with the idea, I believe I have something worthy of this wiki. We use this system in production for tasks ranging from asking for new hardware to having the vendors notify us when a new software version is available. Here is the general idea:
		+	#Create a form in Google Apps.
		+	#Add a script to send the newly inputed data by email (and the triggers that go with it)
		+	#Configure rt-mailgate to have the form create a new ticket in a particular queue
		+	#Take each field from the filled form and transpose them into CustomFields
		+	#Send an email to the support team letting them know a form was submitted
		+	#Send an email to the person who filled out the form, letting him know we received the info
		+	It is not an difficult task but it does take a bit of time, as you must get everything right and the devil is in the details. I suggest you read the whole thing once before proceeding.

-	Sometimes you wish you could have people fill in a form and have all the data appear in a ticket. After a few weekends toying with the idea, I believe I have something worthy of this wiki. We use this system in production for tasks ranging from asking for new hardware to having the vendors notify us when a new software version is available. Here is the general principal:	+	Haïm Dimermanas
-	#Create a form in Google Apps
-	#Add a script to send the newly inputed data by email
-	#Configure rt-mailgate to have this email create a new ticket in a queue
-	#Create the ticket and fill in the data in the appropriate Custom Fields
-	#Send an email to the support team
-	#Send an email to the requestor

	==Create a form in Google Apps==		==Create a form in Google Apps==
-	I will assume you know how to create a form with Google Documents. Keep in mind that the data is stored in spreadsheet. That document needs to have 2 sheets: "Answers" and "EmailSent".	+	I assume you know how to create a form with Google Documents. Keep in mind that the data is stored in a spreadsheet. That Google Document needs to have 2 sheets: "Answers" and "EmailSent". Answers is where we keep the list of what's been filled in. EmailSent is simply a sheet we use to keep track of the fact that, well, the data was sent over email. It's primitive logging.
	==Add a script to send the newly inputed data by email==		==Add a script to send the newly inputed data by email==
		+	The concept is simple: once someone fills out your form, you want to get the content over email in a format RT will understand. For this to happen we need two items:
		+	#A program written in JavaScript that will take every field in the form and write its name and content to an email
		+	#A trigger letting Google Apps know that whenever someone fills out the form, the program described above needs to be launched.
	From the spreadsheet, go to Tools - Script Editor		From the spreadsheet, go to Tools - Script Editor

Line 31:		Line 42:
	var FormName = SpreadsheetApp.getActiveSpreadsheet().getName();		var FormName = SpreadsheetApp.getActiveSpreadsheet().getName();

-	var To = "your@address.rt";	+	var To = "your@address.rt"; //CHANGE ME!!!!
-	var maintainer = "thatIsYourRealEmailAdress(I mean you reading this)@foo.com";	+	var maintainer = "thatIsYourRealEmailAdress(I mean you reading this)@foo.com"; // CHANGE ME !!!
	var Subject = "Form " + FormName;		var Subject = "Form " + FormName;

Line 59:		Line 70:
	var data = ss.getRange(ss.getLastRow(), 1, 1, ss.getLastColumn()).getValues();		var data = ss.getRange(ss.getLastRow(), 1, 1, ss.getLastColumn()).getValues();

-	// We start at 1 since we don't care about the HORODATEUR	+	// We start at 1 since we don't care about the GOOGLE TIMESTAMP
	for (var i = 1; i < ss.getLastColumn(); ++i) {		for (var i = 1; i < ss.getLastColumn(); ++i) {
-	var labelName = removeAccents(labels[0][i]);	+	var labelName = labels[0][i];
	var dataCell = data[0][i];		var dataCell = data[0][i];
	Content = Content + "CF-FROMGAPPS.{" + labelName + "}.CF-FROMGAPPS: " + dataCell + "\n";		Content = Content + "CF-FROMGAPPS.{" + labelName + "}.CF-FROMGAPPS: " + dataCell + "\n";
Line 67:		Line 78:
	Content = Content + "CF-FROMGAPPS.{GApps Daily Mail Quota}.CF-FROMGAPPS: " + MailApp.getRemainingDailyQuota() + "\n";		Content = Content + "CF-FROMGAPPS.{GApps Daily Mail Quota}.CF-FROMGAPPS: " + MailApp.getRemainingDailyQuota() + "\n";
	return Content;		return Content;
-	}
-
-	// There is a bug in RT-CommandByMail as of April 23 2012
-	// https://rt.cpan.org/Public/Bug/Display.html?id=63702
-	// Therefore we must remove all accents
-
-	function removeAccents(s) {
-	var r = s;
-	r = r.replace(new RegExp(/[àáâãäå]/g),"a");
-	r = r.replace(new RegExp(/æ/g),"ae");
-	r = r.replace(new RegExp(/ç/g),"c");
-	r = r.replace(new RegExp(/[èéêë]/g),"e");
-	r = r.replace(new RegExp(/[ìíîï]/g),"i");
-	r = r.replace(new RegExp(/ñ/g),"n");
-	r = r.replace(new RegExp(/[òóôõö]/g),"o");
-	r = r.replace(new RegExp(/œ/g),"oe");
-	r = r.replace(new RegExp(/[ùúûü]/g),"u");
-	r = r.replace(new RegExp(/[ýÿ]/g),"y");
-	return r;
	}		}

Line 95:		Line 87:
	}		}
	===Set up the triggers===		===Set up the triggers===
-	From the script editor, go to Ressources - Triggers	+	From the script editor, go to Ressources - Triggers. It should read:
		+
		+	'''OnFormSubmit - From spreadsheet - On form submit'''
		+
		+	Be sure to Authorize the script to send emails. After that you can even setup notifications in case the script fails to run. I recommend you do so.
		+
		+	The GApss Daily Mail Quota is the number of emails you can send today. It starts at 1,500 and it looks like it gets back to that number every 24 hours.
		+	===Test===
		+	At this point, you should be able to dry run the script and the form to make sure it correctly sends the content of what's been submitted (or if you run it from the script editor, it will send the content of the last row in the Sheet "Answers"). It's a good way to test.
		+	==Set up RT==
		+	===Creating a Queue===
		+	Since all forms are different, mainly because their fields are different, I prefer to associate each form with a Queue. The CorrespondAddress should be set in /etc/aliases. This process is explained in [[ManualEmailConfig]].
		+	===Custom Fields===
		+	The idea behind this whole exercise is to have the value of each field in the form be inputed into a Custom Field (or CF for short) in the newly created ticket. To do so, we need to have one CF for one field on the form. For example, if you have a field "First Name" in your form, you should have a CF "First Name" applied to the newly created Queue. It helps of course if the Custom Field type matches the type of input you will fill in the form (text, blob, multiple choice question, etc). Please note that CF names and form field names are case sensitive, you will want to respect that when creating your CFs
		+
		+	The order in which your CFs appear on the ticket is also important. When it's time to send an email with the content of the ticket and its CFs, the CF will appear in the order you chose. You can move them up and down from the Queue page listing Tickets CF.
		+	===Rights===
		+	The email will arrive into the Queue as coming from the person who '''created''' the form, not the person who filled it in. That means if you took the time to create the form in GApps, setup the JavaScript program, etc, the email will be sent as '''YOU'''. You must make sure YOU have the rights on the Queue to Create a Ticket, See Custom Fields and See the Queue.
		+	===Scrips===

-	OnFormSubmit - From spreadsheet - On form submit	+	===Templates===

-	And be sure to Authorize the script to send emails. After that you can even setup notifications in case the script fails to run. I recommend you do.	+	===Cloning a queue===
		+	The whole process of setting up the Queue can be time consuming (espcially the part about the Custom Fields). If you want to create a new Queue to accept tickets for a new form, I recommend the excellent [[Rt-clonequeue]] command line tool.

	Not done yet, I'll get to finishing it		Not done yet, I'll get to finishing it

ManualRights

2012-05-09T15:13:40Z

Show changes

Using a Google Apps Form to submit a ticket in RT

2012-05-09T12:48:04Z

← Older revision		Revision as of 12:48, May 9, 2012
Line 106:		Line 106:

	And be sure to Authorize the script to send emails. After that you can even setup notifications in case the script fails to run. I recommend you do.		And be sure to Authorize the script to send emails. After that you can even setup notifications in case the script fails to run. I recommend you do.
		+
		+	Not done yet, I'll get to finishing it

REST

2012-05-09T11:05:09Z

Convenience libraries:

← Older revision		Revision as of 11:05, May 9, 2012
Line 788:		Line 788:
	\|[https://github.com/machalekj/rt rt]		\|[https://github.com/machalekj/rt rt]
	\|[https://github.com/ GitHub]		\|[https://github.com/ GitHub]
		+	\|<code>N/A</code>
		+	\|-
		+	\|'''Java'''
		+	\|[http://projects.boksa.de/RT-REST/ RT-REST]
		+	\|[https://github.com/bboksa/RT-REST GitHub]
	\|<code>N/A</code>		\|<code>N/A</code>
	\|}		\|}

OwnTicket

2012-05-09T10:25:35Z

← Older revision		Revision as of 10:25, May 9, 2012
Line 1:		Line 1:
-	A user that has the '''Own''''''Ticket''' right is allowed to own a ticket. This means that the user is allowed to be responsible for the issue addressed in the ticket. People that have the ownticket right together form the workforce for a particular queue. Each one of them can be referred to as a /worker/ on the queue.	+	A user that has the '''OwnTicket''' right is allowed to own a ticket. This means that the user is allowed to be responsible for the issue addressed in the ticket. People that have the ownticket right together form the workforce for a particular queue. Each one of them can be referred to as a /worker/ on the queue.

	This right can be granted to a user or group on a queue-by-queue basis, or on a global basis.		This right can be granted to a user or group on a queue-by-queue basis, or on a global basis.

WatchAsAdminCc

2012-05-09T10:05:40Z

← Older revision		Revision as of 10:05, May 9, 2012
Line 1:		Line 1:
-	This right allows a user to add or remove <u>himself</u> as an [[AdminCC]] on a ticket. The [[ModifyTicket]] right allows this too.	+	This right allows a user to add or remove <u>himself</u> as an [[AdminCC]] on a ticket. The [[ModifyTicket]] right allows this too. (Note that [[ModifyTicket]] does not allow this in rt4).

	A user can add or remove <u>himself</u> as an [[AdminCC]] on a queue where he has this right to the queue. The [[ModifyQueueWatchers]] right allow this too.		A user can add or remove <u>himself</u> as an [[AdminCC]] on a queue where he has this right to the queue. The [[ModifyQueueWatchers]] right allow this too.

Watch

2012-05-09T10:04:49Z

← Older revision		Revision as of 10:04, May 9, 2012
Line 4:		Line 4:

	The [[ModifyTicket]] or [[ModifyQueueWatchers]] right allows a user to add or remove himself as well, next to the other possibilities these rights give to a user.		The [[ModifyTicket]] or [[ModifyQueueWatchers]] right allows a user to add or remove himself as well, next to the other possibilities these rights give to a user.
		+
		+	(In rt4 at least, [[ModifyTicket]] does ''not'' grant [[Watch]] or [[WatchAsAdminCc]] abilities)

	Another related right is [[WatchAsAdminCc]]		Another related right is [[WatchAsAdminCc]]

ModifyTicket

2012-05-09T10:03:21Z

← Older revision		Revision as of 10:03, May 9, 2012
Line 17:		Line 17:
	* ... to add [[Correspondence]] on a ticket, we can use [[ReplyToTicket]]		* ... to add [[Correspondence]] on a ticket, we can use [[ReplyToTicket]]
	* ... to add or delete a themselves as <u>ticket</u> watcher ([[Requestor]], [[Cc]] or [[AdminCc]]), we can use [[Watch]] and [[WatchAsAdminCc]]		* ... to add or delete a themselves as <u>ticket</u> watcher ([[Requestor]], [[Cc]] or [[AdminCc]]), we can use [[Watch]] and [[WatchAsAdminCc]]
		+
		+	(In rt4 at least, ModifyTicket does ''not'' grant [[Watch]] and [[WatchAsAdminCc]] rights. They are separate.)

	Restrictions:		Restrictions:

Using a Google Apps Form to submit a ticket in RT

2012-05-09T05:12:44Z

A preliminary work

New page

Sometimes you wish you could have people fill in a form and have all the data appear in a ticket. After a few weekends toying with the idea, I believe I have something worthy of this wiki. We use this system in production for tasks ranging from asking for new hardware to having the vendors notify us when a new software version is available. Here is the general principal:
#Create a form in Google Apps
#Add a script to send the newly inputed data by email
#Configure rt-mailgate to have this email create a new ticket in a queue
#Create the ticket and fill in the data in the appropriate Custom Fields
#Send an email to the support team
#Send an email to the requestor

==Create a form in Google Apps==
I will assume you know how to create a form with Google Documents. Keep in mind that the data is stored in spreadsheet. That document needs to have 2 sheets: "Answers" and "EmailSent".
==Add a script to send the newly inputed data by email==
From the spreadsheet, go to Tools - Script Editor

'''CAUTION'''

As of the date of this writing (05/09/2012), the MailApp can send emails if you have the paid version of Google Apps. Be sure to check often and update this wiki if the policy has changed.

Here is the script:
// We get the content of the form
// We attempt to send it by mail
// If we succeed, we note it in the sheet "EmailSent"

function onFormSubmit() {
var ss = SpreadsheetApp.getActiveSpreadsheet();

if (sendEmailMessage(getContent(ss.getSheetByName("Answers")))) {
validateEmailAsSent(ss.getSheetByName("EmailSent"), ss.getSheetByName("Answers").getLastRow());
}
}

// Emails Content
// Returns 1 on success

function sendEmailMessage(Content) {
var remainingDailyQuota = MailApp.getRemainingDailyQuota();
var FormName = SpreadsheetApp.getActiveSpreadsheet().getName();

var To = "your@address.rt";
var maintainer = "thatIsYourRealEmailAdress(I mean you reading this)@foo.com";
var Subject = "Form " + FormName;

if (remainingDailyQuota > 2) {
MailApp.sendEmail(To,
Subject,
Content);
return 1;
} else {
MailApp.sendEmail(maintainer,
"IMPORTANT: Can't send " + FormName,
"Help, MailApp.getRemainingDailyQuota() <= 2, which means that soon I won't be able to send " + FormName + " to anyone!");
return 0;
}
// We should never reach this point
return 0;
}

// Gets the content of the form that was just submitted
// Returns the data in this format:

function getContent(ss){
var Content = "";
var labels = ss.getRange(1, 1, 1, ss.getLastColumn()).getValues();
var data = ss.getRange(ss.getLastRow(), 1, 1, ss.getLastColumn()).getValues();

// We start at 1 since we don't care about the HORODATEUR
for (var i = 1; i < ss.getLastColumn(); ++i) {
var labelName = removeAccents(labels[0][i]);
var dataCell = data[0][i];
Content = Content + "CF-FROMGAPPS.{" + labelName + "}.CF-FROMGAPPS: " + dataCell + "\n";
}
Content = Content + "CF-FROMGAPPS.{GApps Daily Mail Quota}.CF-FROMGAPPS: " + MailApp.getRemainingDailyQuota() + "\n";
return Content;
}

// There is a bug in RT-CommandByMail as of April 23 2012
// https://rt.cpan.org/Public/Bug/Display.html?id=63702
// Therefore we must remove all accents

function removeAccents(s) {
var r = s;
r = r.replace(new RegExp(/[àáâãäå]/g),"a");
r = r.replace(new RegExp(/æ/g),"ae");
r = r.replace(new RegExp(/ç/g),"c");
r = r.replace(new RegExp(/[èéêë]/g),"e");
r = r.replace(new RegExp(/[ìíîï]/g),"i");
r = r.replace(new RegExp(/ñ/g),"n");
r = r.replace(new RegExp(/[òóôõö]/g),"o");
r = r.replace(new RegExp(/œ/g),"oe");
r = r.replace(new RegExp(/[ùúûü]/g),"u");
r = r.replace(new RegExp(/[ýÿ]/g),"y");
return r;
}

// Records that the email was sent in a seperate sheet

function validateEmailAsSent(ss, row) {
ss.getRange(row, 1).setValue("EMAIL_SENT");
SpreadsheetApp.flush();
}
===Set up the triggers===
From the script editor, go to Ressources - Triggers

OnFormSubmit - From spreadsheet - On form submit

And be sure to Authorize the script to send emails. After that you can even setup notifications in case the script fails to run. I recommend you do.