NotificationsTuning - Revision history

Phanousk: /* Patch to send less notifications */

2018-07-18T13:53:50Z

Patch to send less notifications

← Older revision		Revision as of 09:53, 18 July 2018
Line 49:		Line 49:
	* people managing tickets assign it to him, and put it in a queue he is admincc for		* people managing tickets assign it to him, and put it in a queue he is admincc for

	So this user is requestor, owner, and admincc : he gets 3 emails on each correspondence. The issue was consulted with [https://bestpractical.com/support/ Best Practical support] and they have produced a patch for this case. There is no option here to upload a .pm file so the code is here:		So this user is requestor, owner, and admincc : he gets 3 emails on each correspondence. The issue was consulted with [https://bestpractical.com/support/ Best Practical support] and they have produced a patch for this case. There is no option here to upload a .pm file so the code is here. Put it in <tt>Notify_Vendor.pm</tt> and this file to appropriate folder. More information in [[CustomizingWithOverlays]].

	<source lang="perl">		<source lang="perl">

Phanousk: /* Patch to send less notifications */

2018-07-18T13:51:38Z

Patch to send less notifications

← Older revision		Revision as of 09:51, 18 July 2018
Line 52:		Line 52:

	<source lang="perl">		<source lang="perl">
			<pre>
	package RT::Action::Notify;		package RT::Action::Notify;

Line 121:		Line 122:

	1;		1;
			</pre>
	</source>		</source>

Line 129:		Line 130:

	<source lang="perl">		<source lang="perl">
			<pre>

	# cat Notify.patch		# cat Notify.patch
Line 175:		Line 177:

	if ( RT->Config->Get('UseFriendlyToLine') ) {		if ( RT->Config->Get('UseFriendlyToLine') ) {
			</pre>
	</source>		</source>

Phanousk: /* Patch to send less notifications */

2018-07-18T13:42:02Z

Patch to send less notifications

@@ Line 44: / Line 44: @@
 = Patch to send less notifications =
 But with this configuration (and with the default one), we had a problem : we received too many emails for the same thing : For example :
@@ Line 50: / Line 49: @@
 * people managing tickets assign it to him, and put it in a queue he is admincc for
-So this user is requestor, owner, and admincc : he gets 3 emails on each correspondance.
+So this user is requestor, owner, and admincc : he gets 3 emails on each correspondence. The issue was consulted with [https://bestpractical.com/support/ Best Practical support] and they have produced a patch for this case. There is no option here to upload a .pm file so the code is here:
-This is the patch (ugly patch but it works) I applied to lib/RT/Action/Notify.pm (well, I created a new file local/lib/RT/Action/Notify.pm) . It has been tested on RT 3.8.2 and 3.8.7 :
+=== Original but ugly patch ===
 <source lang="perl">

Jbrandt: /* Patch to send less notifications */

2018-05-23T18:50:18Z

Patch to send less notifications

← Older revision		Revision as of 14:50, 23 May 2018
Line 53:		Line 53:

	This is the patch (ugly patch but it works) I applied to lib/RT/Action/Notify.pm (well, I created a new file local/lib/RT/Action/Notify.pm) . It has been tested on RT 3.8.2 and 3.8.7 :		This is the patch (ugly patch but it works) I applied to lib/RT/Action/Notify.pm (well, I created a new file local/lib/RT/Action/Notify.pm) . It has been tested on RT 3.8.2 and 3.8.7 :

	<source lang="perl">		<source lang="perl">

	# cat Notify.patch		# cat Notify.patch
	--- /Notify.pm.orig 2010-01-06 16:03:20.000000000 +0100		--- /Notify.pm.orig 2010-01-06 16:03:20.000000000 +0100
Line 61:		Line 63:

	my ( @To, @PseudoTo, @Cc, @Bcc );		my ( @To, @PseudoTo, @Cc, @Bcc );
	+ my $requestor_emails = join(' ',($ticket-~~>~~Requestors-~~>~~MemberEmailAddresses));		+ my $requestor_emails = join(' ',($ticket->Requestors->MemberEmailAddresses));
	+ my $admincc_emails = join(' ',($ticket-~~>~~AdminCc-~~>~~MemberEmailAddresses));		+ my $admincc_emails = join(' ',($ticket->AdminCc->MemberEmailAddresses));
	+ my $owner_email = join(' ',($ticket-~~>~~OwnerObj-~~>~~EmailAddress));		+ my $owner_email = join(' ',($ticket->OwnerObj->EmailAddress));
	+ my $queueadmincc_emails = join(' ',($ticket-~~>~~QueueObj-~~>~~AdminCc-~~>~~MemberEmailAddresses));		+ my $queueadmincc_emails = join(' ',($ticket->QueueObj->AdminCc->MemberEmailAddresses));
	+ my @requestor_emails_array = split(/ /,$requestor_emails);		+ my @requestor_emails_array = split(/ /,$requestor_emails);

Line 73:		Line 75:
	}		}

	- if ( $arg =~ /\bOwner\b/ &~~amp;~~&~~amp;~~ $ticket-~~>~~OwnerObj-~~>~~id != $RT::Nobody-~~>~~id ) {		- if ( $arg =~ /\bOwner\b/ && $ticket->OwnerObj->id != $RT::Nobody->id ) {
	+ if ( $arg =~ /\bOwner\b/ &~~amp;~~&~~amp;~~ $ticket-~~>~~OwnerObj-~~>~~id != $RT::Nobody-~~>~~id &~~amp;~~&~~amp;~~ $requestor_emails !~ $owner_email ){		+ if ( $arg =~ /\bOwner\b/ && $ticket->OwnerObj->id != $RT::Nobody->id && $requestor_emails !~ $owner_email ){
	# If we're not sending to Ccs or requestors,		# If we're not sending to Ccs or requestors,
	# then the Owner can be the To.		# then the Owner can be the To.
Line 82:		Line 84:

	if ( $arg =~ /\bAdminCc\b/ ) {		if ( $arg =~ /\bAdminCc\b/ ) {
	- push ( @Bcc, $ticket-~~>~~AdminCc-~~>~~MemberEmailAddresses );		- push ( @Bcc, $ticket->AdminCc->MemberEmailAddresses );
	- push ( @Bcc, $ticket-~~>~~QueueObj-~~>~~AdminCc-~~>~~MemberEmailAddresses );		- push ( @Bcc, $ticket->QueueObj->AdminCc->MemberEmailAddresses );
	+ # Notification already sent for requestor		+ # Notification already sent for requestor
	+ foreach (@requestor_emails_array){		+ foreach (@requestor_emails_array){
Line 98:		Line 100:
	}		}

	if ( RT-~~>~~Config-~~>~~Get('UseFriendlyToLine') ) {		if ( RT->Config->Get('UseFriendlyToLine') ) {

	</source>		</source>

Line 112:		Line 115:
	This is the test matrix :		This is the test matrix :

	<nowiki>ROA \| S \| P \| T		<nowiki>

			ROA \| S \| P \| T
	------------------		------------------
	000 \| x \| x \| x		000 \| x \| x \| x
Line 122:		Line 127:
	110 \| 2 \| 1 \| R		110 \| 2 \| 1 \| R
	111 \| 3 \| 1 \| R		111 \| 3 \| 1 \| R
	</nowiki>
			</nowiki>

	* R : is requestor		* R : is requestor

Phanousk: /* Patch to send less notifications */

2018-03-12T11:30:30Z

Patch to send less notifications

← Older revision		Revision as of 07:30, 12 March 2018
Line 53:		Line 53:

	This is the patch (ugly patch but it works) I applied to lib/RT/Action/Notify.pm (well, I created a new file local/lib/RT/Action/Notify.pm) . It has been tested on RT 3.8.2 and 3.8.7 :		This is the patch (ugly patch but it works) I applied to lib/RT/Action/Notify.pm (well, I created a new file local/lib/RT/Action/Notify.pm) . It has been tested on RT 3.8.2 and 3.8.7 :
			<source lang="perl">
	# cat Notify.patch		# cat Notify.patch
	--- /Notify.pm.orig 2010-01-06 16:03:20.000000000 +0100		--- /Notify.pm.orig 2010-01-06 16:03:20.000000000 +0100
Line 99:		Line 99:

	if ( RT->Config->Get('UseFriendlyToLine') ) {		if ( RT->Config->Get('UseFriendlyToLine') ) {
			</source>

Admin: 2 revisions imported

2016-04-06T20:15:47Z

2 revisions imported

New page

= NotificationsTuning =

This page describes a team organization example, and how we send notifications. We talk about an IT team, managing servers and applications.

= Introduction =

We have in our RT many queues, and from 2 to 4 adminccs per queue. The incoming tickets arrive in an INCOMING queue and are dispatched by some people to the appropriate queue. When a ticket enters a queue, it belongs to nobody and one of the adminccs takes the ticket (depending on the workload of each others, holidays etc...). Then the ticket lives and is resolved. I describe here the notifications we use, hoping it will help people. Any comments/optimizations/etc are welcome at the end of the file.

= Summary =

When a new ticket is created :

* notify requestor with an autoreply
* notify owner he has a new ticket (if the ticket was created and assigned at the same time)
* notify adminccs of the queue that a new ticket is available in their queue

When there is an owner change :

* notify (new) owner
* notify other adminccs that the ticket is taken by one of them (so they don't have to take care of it)

When there is a queue change :

* notify adminccs of the new queue there is a new ticket

When there is a correspondance on a ticket (reply):

* notify requestors, ccs
* notify other recipients
* notify owner
* notify adminccs

When there is a comment on a ticket :

* notify owner
* notify admincc

When a ticket is resolved :

* notify requestor
* notify adminccs someone (one of them) resolved the ticket

I created new templates starting with "MY" and associated them to scrips. I put in these templates what makes sense to me, and I added a line explaining the reason why you receive this mail.

= Patch to send less notifications =

But with this configuration (and with the default one), we had a problem : we received too many emails for the same thing : For example :

* a (privilieged) user sends a request to RT for a task he has to do.
* people managing tickets assign it to him, and put it in a queue he is admincc for

So this user is requestor, owner, and admincc : he gets 3 emails on each correspondance.

This is the patch (ugly patch but it works) I applied to lib/RT/Action/Notify.pm (well, I created a new file local/lib/RT/Action/Notify.pm) . It has been tested on RT 3.8.2 and 3.8.7 :

# cat Notify.patch
--- /Notify.pm.orig 2010-01-06 16:03:20.000000000 +0100
+++ Notify.pm 2010-02-01 16:36:00.000000000 +0100
@@ -85,6 +85,11 @@
$arg =~ s/\bAll\b/Owner,Requestor,AdminCc,Cc/;

my ( @To, @PseudoTo, @Cc, @Bcc );
+ my $requestor_emails = join(' ',($ticket->Requestors->MemberEmailAddresses));
+ my $admincc_emails = join(' ',($ticket->AdminCc->MemberEmailAddresses));
+ my $owner_email = join(' ',($ticket->OwnerObj->EmailAddress));
+ my $queueadmincc_emails = join(' ',($ticket->QueueObj->AdminCc->MemberEmailAddresses));
+ my @requestor_emails_array = split(/ /,$requestor_emails);

if ( $arg =~ /\bOtherRecipients\b/ ) {
@@ -115,7 +120,7 @@
}
}

- if ( $arg =~ /\bOwner\b/ && $ticket->OwnerObj->id != $RT::Nobody->id ) {
+ if ( $arg =~ /\bOwner\b/ && $ticket->OwnerObj->id != $RT::Nobody->id && $requestor_emails !~ $owner_email ){
# If we're not sending to Ccs or requestors,
# then the Owner can be the To.
if (@To) {
@@ -128,8 +133,18 @@
}

if ( $arg =~ /\bAdminCc\b/ ) {
- push ( @Bcc, $ticket->AdminCc->MemberEmailAddresses );
- push ( @Bcc, $ticket->QueueObj->AdminCc->MemberEmailAddresses );
+ # Notification already sent for requestor
+ foreach (@requestor_emails_array){
+ $admincc_emails =~ s/$_//g;
+ $queueadmincc_emails =~ s/$_//g;
+ }
+ # Notification already sent for owner
+ $admincc_emails =~ s/$owner_email//g;
+ $queueadmincc_emails =~ s/$owner_email//g;
+
+ push ( @Bcc, $admincc_emails );
+ push ( @Bcc, $queueadmincc_emails );
+
}

if ( RT->Config->Get('UseFriendlyToLine') ) {

This is what the patch does :

* always send an email to the requestor for a correspondance ("Reply")
* if user is requestor and owner, do not send to the owner (an email has already been sent to the requestor)
* if a user is requestor or owner and admincc, remove him from the list of admincc (as he has already been notified either because he's a requestor or a owner) and send the email to this list of admincc .

That also means the template received by the user depends on his role (sometimes he will receive the requestor template, sometimes the owner, sometimes the admincc). But as basically it's the same thing, we don't mind.

This is the test matrix :

<nowiki>ROA | S | P | T
------------------
000 | x | x | x
001 | 1 | 1 | A
010 | 1 | 1 | O
011 | 2 | 1 | O
100 | 1 | 1 | R
101 | 2 | 1 | R
110 | 2 | 1 | R
111 | 3 | 1 | R
</nowiki>

* R : is requestor
* O : is owner
* A : is admincc

* S : Number of emails sent with Standard notify.pm
* P : Number of emails sent with Patched notify.pm
* T : Template used (Requestor, Owner, [[AdminCc]])

I've not managed the Cc part, and the comments because our main problem was the duplicate emails generated by correspondences.

And it works very well. No more useless notifications.

= Details of the Global scrips : =

<nowiki>Id Description Stage Condition Action Template
-------------------------------------------------------------------------------------------------------------------------------------------------
1 Autoreply TransactionCreate User Defined Autoreply To Requestors Autoreply
2 On Create Notify Owner TransactionCreate On Create Notify Owner MY Create Notify Owner template
3 On Create Notify AdminCcs TransactionCreate On Create Notify AdminCcs MY Create Notify AdminCc template

4 On Owner Change Notify Owner TransactionCreate On Owner Change Notify Owner MY Owner Change Notify Owner template
5 On Owner Change Notify AdminCc TransactionCreate On Owner Change Notify AdminCcs as Comment MY Comment ChangeOwner
6 On Queue Change Notify AdminCcs TransactionCreate On Queue Change Notify AdminCcs MY Queue Change Notify AdminCcs

7 On Correspond Open Tickets TransactionCreate On Correspond Open Tickets Blank
8 On Correspond Notify Requestors and Ccs TransactionCreate On Correspond Notify Requestors and Ccs MY Correspond Notify Requestor and Ccs
9 On Correspond Notify Other Recipients TransactionCreate On Correspond Notify Other Recipients MY Correspond Notify Other recipients
10 On Correspond Notify Owner TransactionCreate On Correspond Notify Owner MY Correspond Notify Owner
11 On Correspond Notify AdminCcs TransactionCreate On Correspond Notify AdminCcs MY Correspond Notify AdminCc

12 On Comment Notify AdminCcs as Comment TransactionCreate On Comment Notify AdminCcs as Comment MY Comment AdminCc
13 On Comment Notify Owner as Comment TransactionCreate On Comment Notify Owner as Comment MY Comment Owner

14 On Resolve Notify Requestors TransactionCreate On Resolve Notify Requestors MY Ticket Resolved
15 On Resolve Notify AdminCcs TransactionCreate On Resolve Notify AdminCcs as Comment MY Comment AdminCc Resolved

</nowiki>

= Templates =

Here are the templates :

1) Default

2) MY Create Notify Owner template

<nowiki>RT-Attach-Message: yes

You receive this email because you are owner of a new ticket.

This new ticket has been created and assigned to you:

=====================================================================
Ticket: {$RT::WebURL}Ticket/Display.html?id={$Ticket->id}
Queue: {$Ticket->QueueObj->Name}
Requestors: {$Ticket->RequestorAddresses}
Owner: {$Ticket->OwnerObj->Name}
Status: {$Ticket->Status}
Subject: "{$Transaction->Subject || $Ticket->Subject || "(No subject given)"}"

{$Transaction->Content()}
=====================================================================

</nowiki>

3) MY Create Notify [[AdminCc]] template

<nowiki>RT-Attach-Message: yes

You receive this email because you are AdminCc of {$Ticket->QueueObj->Name} queue.

A new ticket has been created in this queue.

Click here to take it :{$RT::WebURL}Ticket/Display.html?Action=Take&id={$Ticket->id}

=====================================================================
Ticket: {$RT::WebURL}Ticket/Display.html?id={$Ticket->id}
Queue: {$Ticket->QueueObj->Name}
Requestors: {$Ticket->RequestorAddresses}
Owner: {$Ticket->OwnerObj->Name}
Status: {$Ticket->Status}
Subject: "{$Transaction->Subject || $Ticket->Subject || "(No subject given)"}"

{$Transaction->Content()}
=====================================================================

</nowiki>

4) MY Owner Change Notify Owner template

<nowiki>You receive this email because you become owner of this ticket.

You are now the owner of ticket #{$Ticket->id}

=====================================================================
Ticket: {$RT::WebURL}Ticket/Display.html?id={$Ticket->id}
Queue: {$Ticket->QueueObj->Name}
Requestors: {$Ticket->RequestorAddresses}
Owner: {$Ticket->OwnerObj->Name}
Status: {$Ticket->Status}
Subject: "{$Transaction->Subject || $Ticket->Subject || "(No subject given)"}"
=====================================================================

</nowiki>

5) MY Comment [[ChangeOwner]]

<nowiki>RT-Attach-Message: yes

You receive this email because you are AdminCc on {$Ticket->QueueObj->Name} queue.

Ticket taken by {$Ticket->OwnerObj->Name}.

=====================================================================
Ticket: {$RT::WebURL}Ticket/Display.html?id={$Ticket->id}
Queue: {$Ticket->QueueObj->Name}
Requestors: {$Ticket->RequestorAddresses}
Owner: {$Ticket->OwnerObj->Name}
Status: {$Ticket->Status}
Subject: "{$Transaction->Subject || $Ticket->Subject || "(No subject given)"}"
=====================================================================

</nowiki>

6) MY Queue Change Notify [[AdminCcs]]

<nowiki>RT-Attach-Message: yes

You receive this email because you are AdminCc of {$Ticket->QueueObj->Name} queue.

{$Transaction->Description}

=====================================================================
Ticket: {$RT::WebURL}Ticket/Display.html?id={$Ticket->id}
Queue: {$Ticket->QueueObj->Name}
Requestors: {$Ticket->RequestorAddresses}
Owner: {$Ticket->OwnerObj->Name}
Status: {$Ticket->Status}
Subject: "{$Transaction->Subject || $Ticket->Subject || "(No subject given)"}"
=====================================================================

</nowiki>

7) Default

8) MY Correspond Notify Requestor and Ccs

<nowiki>RT-Attach-Message: yes

You receive this email because you are Requestor or Cc on this ticket.

{$Transaction->Description}

=====================================================================
Ticket: {$RT::WebURL}Ticket/Display.html?id={$Ticket->id}
Queue: {$Ticket->QueueObj->Name}
Requestors: {$Ticket->RequestorAddresses}
Owner: {$Ticket->OwnerObj->Name}
Status: {$Ticket->Status}
Subject: "{$Transaction->Subject || $Ticket->Subject || "(No subject given)"}"

{$Transaction->Content()}
=====================================================================

</nowiki>

9) MY Correspond Notify Other recipients

<nowiki>RT-Attach-Message: yes

You receive this email because you are in the list of recipients of this ticket.

{$Transaction->Description}

=====================================================================
Ticket: {$RT::WebURL}Ticket/Display.html?id={$Ticket->id}
Queue: {$Ticket->QueueObj->Name}
Requestors: {$Ticket->RequestorAddresses}
Owner: {$Ticket->OwnerObj->Name}
Status: {$Ticket->Status}
Subject: "{$Transaction->Subject || $Ticket->Subject || "(No subject given)"}"

{$Transaction->Content()}
=====================================================================

</nowiki>

10) MY Correspond Notify Owner

<nowiki>RT-Attach-Message: yes

You receive this email because you are owner of this ticket.

{$Transaction->Description}

=====================================================================
Ticket: {$RT::WebURL}Ticket/Display.html?id={$Ticket->id}
Queue: {$Ticket->QueueObj->Name}
Requestors: {$Ticket->RequestorAddresses}
Owner: {$Ticket->OwnerObj->Name}
Status: {$Ticket->Status}
Subject: "{$Transaction->Subject || $Ticket->Subject || "(No subject given)"}"

{$Transaction->Content()}
=====================================================================

</nowiki>

11) MY Correspond Notify [[AdminCc]]

<nowiki>RT-Attach-Message: yes

You receive this email because you are AdminCc on {$Ticket->QueueObj->Name} queue.

{$Transaction->Description}

=====================================================================
Ticket: {$RT::WebURL}Ticket/Display.html?id={$Ticket->id}
Queue: {$Ticket->QueueObj->Name}
Requestors: {$Ticket->RequestorAddresses}
Owner: {$Ticket->OwnerObj->Name}
Status: {$Ticket->Status}
Subject: "{$Transaction->Subject || $Ticket->Subject || "(No subject given)"}"

{$Transaction->Content()}
=====================================================================

</nowiki>

12) MY Comment [[AdminCc]]

<nowiki>RT-Attach-Message: yes

You receive this email because you are AdminCc on {$Ticket->QueueObj->Name} queue.

{$Transaction->Description}. This message is not sent to the requestors.

=====================================================================
Ticket: {$RT::WebURL}Ticket/Display.html?id={$Ticket->id}
Queue: {$Ticket->QueueObj->Name}
Requestors: {$Ticket->RequestorAddresses}
Owner: {$Ticket->OwnerObj->Name}
Status: {$Ticket->Status}
Subject: "{$Transaction->Subject || $Ticket->Subject || "(No subject given)"}"

{$Transaction->Content()}
=====================================================================

</nowiki>

13) MY Comment Owner

<nowiki>RT-Attach-Message: yes

You receive this email because you are Owner of this ticket.

{$Transaction->Description}. This message is not sent to the requestors.

=====================================================================
Ticket: {$RT::WebURL}Ticket/Display.html?id={$Ticket->id}
Queue: {$Ticket->QueueObj->Name}
Requestors: {$Ticket->RequestorAddresses}
Owner: {$Ticket->OwnerObj->Name}
Status: {$Ticket->Status}
Subject: "{$Transaction->Subject || $Ticket->Subject || "(No subject given)"}"

{$Transaction->Content()}
=====================================================================

</nowiki>

14) MY Ticket Resolved

Subject: Resolved: {$Ticket->Subject}

Request {$Ticket->id} was acted upon.

Subject: {$Transaction->Subject || $Ticket->Subject || "(No subject given)"}

According to our tests, your request has been resolved. If you have any
further questions or concerns, please open a new ticket or reopen this one by replying to this email.

{$Transaction->CreatedAsString}: {$Transaction->Description}
Queue: {$Ticket->QueueObj->Name}
Owner: {$Ticket->OwnerObj->Name}
Requestors: {$Ticket->RequestorAddresses}

Ticket <URL: {$RT::WebURL}Ticket/Display.html?id={$Ticket->id} >

15) MY Comment [[AdminCc]] Resolved

<nowiki>RT-Attach-Message: yes

You receive this email because you are AdminCc on {$Ticket->QueueObj->Name} queue.

Ticket resolved by {$Ticket->OwnerObj->Name}.

=====================================================================
Ticket: {$RT::WebURL}Ticket/Display.html?id={$Ticket->id}
Queue: {$Ticket->QueueObj->Name}
Requestors: {$Ticket->RequestorAddresses}
Owner: {$Ticket->OwnerObj->Name}
Status: {$Ticket->Status}
Subject: "{$Transaction->Subject || $Ticket->Subject || "(No subject given)"}"
=====================================================================
</nowiki>

= Discussions/remarks/etc... =

Christophe {dot} Sahut {at} sgs {dot} com