Mailing List Archive: Request Tracker: Users

changing status/owner via email

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cmap_sec at yahoo

Jan 14, 2005, 1:44 AM

Post #1 of 4 (1624 views)
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changing status/owner via email

hi
I was asked for what I had put in the scrip (I gave
the url to save clogging the list for those who could
help, but what the hey, heres what i did )

"set up ours so that it's controllable via headers:
RTC-Set-Owner: whoever
RTC-Set-Status: resolved

You use scrips to do it. Set one to "On Correspond"
and then:

Action preparation:

1;

Action cleanup:

my $header = 'RTC-Set-Owner';
if
($self->TransactionObj->Attachments->First->GetHeader($header)
ne '')
{

$self->TicketObj->SetOwner($self->TransactionObj->Attachments->First->GetHeader($header));
}
$header = 'RTC-Set-Status';
if
($self->TransactionObj->Attachments->First->GetHeader($header)
ne '')
{

$self->TicketObj->SetStatus($self->TransactionObj->Attachments->First->GetHeader($header));
}
1;

"
I'm using RT 3.2.2 and nothing happens when I do the
above and from the log its not looking at my scrip
that has this. Can anyone verify this works on 3.2.2
or suggest another way to change owner/status via
email ?
Thanks
Elaine

___________________________________________________________
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_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Be sure to check out the RT wiki at http://wiki.bestpractical.com

Ruslan.Zakirov at acronis

Jan 14, 2005, 2:22 AM

Post #2 of 4 (1593 views)
Permalink

Re: changing status/owner via email [In reply to]

Yes. This works, but only if incoming email has special _header fields_.
In you previouse mail you said that you try to put info into subject.
Subject is header field, yes, but this scrip requires 'RTC-Set-Status'
field.

Elaine . wrote:
> hi
> I was asked for what I had put in the scrip (I gave
> the url to save clogging the list for those who could
> help, but what the hey, heres what i did )
>
> "set up ours so that it's controllable via headers:
> RTC-Set-Owner: whoever
> RTC-Set-Status: resolved
>
> You use scrips to do it. Set one to "On Correspond"
> and then:
>
> Action preparation:
>
> 1;
>
> Action cleanup:
>
> my $header = 'RTC-Set-Owner';
> if
> ($self->TransactionObj->Attachments->First->GetHeader($header)
> ne '')
> {
>
>
> $self->TicketObj->SetOwner($self->TransactionObj->Attachments->First->GetHeader($header));
> }
> $header = 'RTC-Set-Status';
> if
> ($self->TransactionObj->Attachments->First->GetHeader($header)
> ne '')
> {
>
>
> $self->TicketObj->SetStatus($self->TransactionObj->Attachments->First->GetHeader($header));
> }
> 1;
>
> "
> I'm using RT 3.2.2 and nothing happens when I do the
> above and from the log its not looking at my scrip
> that has this. Can anyone verify this works on 3.2.2
> or suggest another way to change owner/status via
> email ?
> Thanks
> Elaine
>
>
>
>
>
>
> ___________________________________________________________
> ALL-NEW Yahoo! Messenger - all new features - even more fun! http://uk.messenger.yahoo.com
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Be sure to check out the RT wiki at http://wiki.bestpractical.com

_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Be sure to check out the RT wiki at http://wiki.bestpractical.com

cmap_sec at yahoo

Jan 14, 2005, 4:09 AM

Post #3 of 4 (1601 views)
Permalink

Re: changing status/owner via email [In reply to]

hi
I've put 'RTC-Set-Status' resolve and 'RTC-Set-Status'
resolved in the subject but nothing happens, what
exactly should i put there ?
Thanks
Elaine

--- "Ruslan U. Zakirov" <Ruslan.Zakirov [at] acronis>
wrote:
> Yes. This works, but only if incoming email has
> special _header fields_.
> In you previouse mail you said that you try to put
> info into subject.
> Subject is header field, yes, but this scrip
> requires 'RTC-Set-Status'
> field.
>

___________________________________________________________
ALL-NEW Yahoo! Messenger - all new features - even more fun! http://uk.messenger.yahoo.com
_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Be sure to check out the RT wiki at http://wiki.bestpractical.com

Ruslan.Zakirov at acronis

Jan 14, 2005, 4:30 AM

Post #4 of 4 (1604 views)
Permalink

Re: changing status/owner via email [In reply to]

Elaine . wrote:
> hi
> I've put 'RTC-Set-Status' resolve and 'RTC-Set-Status'
> resolved in the subject but nothing happens, what
> exactly should i put there ?
:/, Elaine, RTC-Set-Status header field is one thing and subject is
different field. This scrip don't check subject, from, to fields or mail
body. It checks special field RTC-Set-Status. Usually you can't setup it
with MailAgents like mozilla mail, outlook...

Try next commit code:
my $content = $self->TransactionObj->Attachments->First->Content;
if( $content =~ m/^\QSet-Owner:\E\s*(\S+)\s*$/m ) {
$self->TicketObj->SetOwner( $1 );
}
if( $content =~ m/^\QSet-Status:\E\s*(\S+)\s*$/m ) {
$self->TicketObj->SetStatus( $1 );
}
1;

And put into mail body next line:
---------------------------------
Set-Status: rejected
---------------------------------
Don't add empty spaces before Set-Status

> Thanks
> Elaine
>
> --- "Ruslan U. Zakirov" <Ruslan.Zakirov [at] acronis>
> wrote:
>
>>Yes. This works, but only if incoming email has
>>special _header fields_.
>>In you previouse mail you said that you try to put
>>info into subject.
>>Subject is header field, yes, but this scrip
>>requires 'RTC-Set-Status'
>>field.
>>
_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Be sure to check out the RT wiki at http://wiki.bestpractical.com

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