Difference between revisions of "Contributions"

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* [[UntouchedInHours]] - scrip condition that checks if a ticket's LastUpdate is more than the specified number of hours;
* [[UntouchedInHours]] - scrip condition that checks if a ticket's LastUpdate is more than the specified number of hours;
* [[OnCorrespondOpenUnlessResolved]] - condition to stop RT re-opening resolved tickets when the user replies to them by email;
* [[OnCorrespondOpenUnlessResolved]] - condition to stop RT re-opening resolved tickets when the user replies to them by email;
* [[NoReplyAddress]] - Use a "no reply" RT email address that posts comments as a Reply/Correspondence (so they can see it in web UI), but does not send email to Requestors


== ScripActions ==
== ScripActions ==
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* [[BounceMerge]] - Merge a Mail Bounce into the original Ticket
* [[BounceMerge]] - Merge a Mail Bounce into the original Ticket
* [[CcManagers]] - Add the manager subgroup of the ticket creator as Cc, useful when managing departments as groups (as [[Rights|rights]] suggests).
* [[CcManagers]] - Add the manager subgroup of the ticket creator as Cc, useful when managing departments as groups (as [[Rights|rights]] suggests).
* [[CopyContentToCF]] - When called 'On Create' will copy <tt>$Transaction->Content</tt> to the custom field <tt>Problem</tt>.
* [[CreatePriorityBasedOnCustomFieldValues]] - Automatically set the Priority based on Ticket Urgency and Impact.
* [[CreatePriorityBasedOnCustomFieldValues]] - Automatically set the Priority based on Ticket Urgency and Impact.
* [[DefaultCustomFieldValue]] - set default CF value.
* [[DefaultCustomFieldValue]] - set default CF value.
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* [[OpenTicketOnAllMemberResolve]]
* [[OpenTicketOnAllMemberResolve]]
* [[OpenDependantsOnResolve]]
* [[OpenDependantsOnResolve]]
* [[RemoteControlLimeSurvey]] - Scrip action to trigger [[LimeSurvey]] to add a token to a given survey.
* [[RemoteControlLimeSurvey2]] - new Version of the old [[RemoteControlLimeSurvey]] - Scrip action to trigger [[LimeSurvey]] to add a token to a given survey.
* [[ResolveTicket]]
* [[ResolveTicket]]
* [[SendEmailAction]] - sends an alert to someone not specified in the ticket
* [[SendEmailAction]] - sends an alert to someone not specified in the ticket
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* [[SendNagiosAlert]] - Send an alert to Nagios if a new or open ticket exists in any defined queues.
* [[SendNagiosAlert]] - Send an alert to Nagios if a new or open ticket exists in any defined queues.
* [[SendAlarmPointEvent]] - Send an event to alarm point to invoke SMS/Voice/E-mail alerts
* [[SendAlarmPointEvent]] - Send an event to alarm point to invoke SMS/Voice/E-mail alerts
* [[SetActiveOnCustomerReply]] - detects if a ticket is set to a certain status and changes that status if someone other than the ticket owner replies.
* [[SetCorresponderAsCC]] - Add anyone who correspondes on a ticket to CC - for the lazy users.
* [[SetCorresponderAsCC]] - Add anyone who correspondes on a ticket to CC - for the lazy users.
* [[SetOwnerAndQueueBySubject]] - Set queue and owner when the subject matches a regex
* [[SetOwnerAndQueueBySubject]] - Set queue and owner when the subject matches a regex
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* [[QuickResolveandQuickReject]] - Create two actions in Display page which allow you to reject or resolve the ticket without no comments.
* [[QuickResolveandQuickReject]] - Create two actions in Display page which allow you to reject or resolve the ticket without no comments.
* [[MailtoLinksFromTransactions]] - Create mailto-inks at the top of transactions
* [[MailtoLinksFromTransactions]] - Create mailto-inks at the top of transactions
* [[TwoColumnTicketLayout]] - Display a ticket's history and metadata side by side
* [[AutoRequestorTicketSearch]] - Automatically search for requestor's last updated tickets on creation page
* [[NewTicketsAlert]] - Display a messagebox on My RT listing new tickets and add new ticket count to page title


== Extensions ==
== Extensions ==
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* [[PersistentSessions]] - Making users' sessions persistent
* [[PersistentSessions]] - Making users' sessions persistent
* [[PopUpAlert]] - Send Reply instead of Comment
* [[PopUpAlert]] - Send Reply instead of Comment
* [http://pleh.info/wiki/rt/rt-extension-queuechangeonupdate QueueChangeOnUpdate]: This is a plugin which adds a callback to RT with the result that you add a Queue change dropdown box to the ticket update page (comment/reply page). Very handy for proper ticket transport between Queue's, especially whena Queue represents a department.
* [[QuickTicket]] - quickly create a ticket on homepage with custom fields and status
* [[QuickTicket]] - quickly create a ticket on homepage with custom fields and status
* [[Extension - Queue Change On Update]] - This is a plugin which adds a callback to RT with the result that you add a Queue change dropdown box to the ticket update page (comment/reply page). Very handy for proper ticket transport between Queue's, especially whena Queue represents a department.
* [[Rich Text Custom Fields]] - convert wiki text custom fields into rich text custom fields
* [[ResolveSendsReply]] - change the "Resolve" link to reply instead of comment by default
* [[ResolveSendsReply]] - change the "Resolve" link to reply instead of comment by default
* [[SelectRequestor]] - allow user to select requestor from drop down lists instead of typing email address;
* [[SelectRequestor]] - allow user to select requestor from drop down lists instead of typing email address;
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* [[delete-transaction]] - [http://download.bestpractical.com/pub/rt/contrib/3.0/Other/Censorware/delete-transaction Original version] was old, poured out errors and didn;t work well on 3.8. This one is fixed.
* [[delete-transaction]] - [http://download.bestpractical.com/pub/rt/contrib/3.0/Other/Censorware/delete-transaction Original version] was old, poured out errors and didn;t work well on 3.8. This one is fixed.
* [[DenormalizedViewsForReporting]] - Several views to allow SQL reporting outside of RT.
* [[DenormalizedViewsForReporting]] - Several views to allow SQL reporting outside of RT.
* [https://github.com/botsie/dirt Dirt] - A web application that provides kanban boards, scrum taskboards, graphical and tabluar reports on top of RT. 
* Email reminders
* Email reminders
** [[DueDateRemindersByEmail]] - A script (to be run daily) that sends email notifications for expired tickets to owners and Queues/Tickets [[AdminCC]]
** [[DueDateRemindersByEmail]] - A script (to be run daily) that sends email notifications for expired tickets to owners and Queues/Tickets [[AdminCC]]
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** [[rtReminderMails]] - Cronscript that sends mails about reminders that are due in the next two days to the ticket and reminder owners.
** [[rtReminderMails]] - Cronscript that sends mails about reminders that are due in the next two days to the ticket and reminder owners.
** [[rtUnifiedreminder]] - All the other reminder scripts are based on [[StartDate]], [[DueDate]] or Priority but not all organizations make use of those fields. Also, all the other scripts only send plaintext email to the ticket owner. This script sends one HTML mail (so you can click the tickets and links to RT searches) that lists all tickets that seem to be getting too old without being touched. "Too old" is based on [[LastUpdated]] field, with the amount of time configurable for New, Open and Stalled tickets.
** [[rtUnifiedreminder]] - All the other reminder scripts are based on [[StartDate]], [[DueDate]] or Priority but not all organizations make use of those fields. Also, all the other scripts only send plaintext email to the ticket owner. This script sends one HTML mail (so you can click the tickets and links to RT searches) that lists all tickets that seem to be getting too old without being touched. "Too old" is based on [[LastUpdated]] field, with the amount of time configurable for New, Open and Stalled tickets.
** [[rt-askForFeedback]] - This Script bases on the above "[[DueDateRemindersByEmail]]" and got modified in the way, that it sends Mails to customers other than to administrators and Ticket-Owner. You will be able to "remind" customer to get back to you with a reply if the ticket is in "stalled"-State. If there is no response within a time of "x", you can autoclose the ticket.
* [http://www.bestpractical.com/pub/rt/contrib/3.0/Other/F2Wcvs-to-rt-3.0 F2Wcvs-to-rt] - Tool to help converting from the [http://f2w.sourceforge.net/ F2W] helpdesk system to RT
* [http://www.bestpractical.com/pub/rt/contrib/3.0/Other/F2Wcvs-to-rt-3.0 F2Wcvs-to-rt] - Tool to help converting from the [http://f2w.sourceforge.net/ F2W] helpdesk system to RT
* [http://mit.edu/alexmv/Public/graph-mason-deps graph-mason-deps] uses [http://www.graphviz.org/ GraphViz] to create a graph of which components call each other
* [http://mit.edu/alexmv/Public/graph-mason-deps graph-mason-deps] uses [http://www.graphviz.org/ GraphViz] to create a graph of which components call each other

Revision as of 19:30, 10 September 2017

Contributions to RT

Contains info about software that third parties have contributed to RT. If you know of a contribution or enhancement that is not in this list, please add to the best section possible below, in alphabetical order. Also include notes about the RT versions tested.

You may also want to check the Documentation page because many articles there describe how to add features that RT does not have by default.

Packages that have their own installer have been moved to Extensions.

See Also the outdated Patches, whose content should be moved to the appropriate subsections below.

Coping with Spam

The techniques for dealing with spam span the divisions below and have been collected in a single place for easy review. Please see SpamFiltering, limiting additions to tricks that differ significantly from the existing material for conciseness.

ScripConditions

Custom Conditions. Doesn't matter if it's module or text to fill into "user defined condition" block in the WebUI, all live here.

*Please*, start wiki page names with "On" prefix if you don't want to add condition into CustomConditionSnippets.

ScripActions

Nice custom ScripActions that makes your life easier.

Template parts

Code that you can put into your mail Templates, Template page has also some code snippets.

Callbacks

Callbacks are an easy way to CleanlyCustomizeRT

  • CloningQueues - Add user functionality to clone existing queues including templates, scrips, privileges and custom fields during queue creation
  • CreateChildTicket - Add a button to the Ticket display to create a child ticket in another queue
  • HideTransactions - hide messages from a history view
  • ModifyQuery -Change default simple search behavior to in/ex-clude closed tickets, etc.
  • MakeClicky:Fedex - Make a link to Fedex tracking website whenever phrase looks like a tracking number
  • QuickResolveandQuickReject - Create two actions in Display page which allow you to reject or resolve the ticket without no comments.
  • MailtoLinksFromTransactions - Create mailto-inks at the top of transactions
  • TwoColumnTicketLayout - Display a ticket's history and metadata side by side
  • AutoRequestorTicketSearch - Automatically search for requestor's last updated tickets on creation page
  • NewTicketsAlert - Display a messagebox on My RT listing new tickets and add new ticket count to page title

Extensions

Patches, Overlays, Mason components, configuration tools and so on. These extensions are unlikely to become RT core package.

Packages that have their own installer have been moved to Extensions - Below are code bits too small/experimental/etc. to warrant a standalone package:

External utils

Various standalone utilities.

  • backupRT - Run a quick backup of RT files (Debian)
  • backupRTDB - RT Database Backup Script (Debian)
  • BestPracticalRT Mac OSX Widget - simple configurable OSX widget for quick posting tickets
  • Bot::BasicBot::Pluggable::Module::RT - an IRC Bot module that allows full querying of RT tickets from an IRC session. It can do as much as RT::Client::REST can.
  • CleanupSessions - Clean up old database sessions
  • CloseAll - Close all TT in a queue
  • ConvertLegacyToRt - Converts a Legacy Flat File to RT Tickets.
  • delete-transaction - Original version was old, poured out errors and didn;t work well on 3.8. This one is fixed.
  • DenormalizedViewsForReporting - Several views to allow SQL reporting outside of RT.
  • Dirt - A web application that provides kanban boards, scrum taskboards, graphical and tabluar reports on top of RT. 
  • Email reminders
    • DueDateRemindersByEmail - A script (to be run daily) that sends email notifications for expired tickets to owners and Queues/Tickets AdminCC
    • rt-remind - Stick this in your crontab to send out reminders about open tickets.
    • rtReminderMails - Cronscript that sends mails about reminders that are due in the next two days to the ticket and reminder owners.
    • rtUnifiedreminder - All the other reminder scripts are based on StartDate, DueDate or Priority but not all organizations make use of those fields. Also, all the other scripts only send plaintext email to the ticket owner. This script sends one HTML mail (so you can click the tickets and links to RT searches) that lists all tickets that seem to be getting too old without being touched. "Too old" is based on LastUpdated field, with the amount of time configurable for New, Open and Stalled tickets.
    • rt-askForFeedback - This Script bases on the above "DueDateRemindersByEmail" and got modified in the way, that it sends Mails to customers other than to administrators and Ticket-Owner. You will be able to "remind" customer to get back to you with a reply if the ticket is in "stalled"-State. If there is no response within a time of "x", you can autoclose the ticket.
  • F2Wcvs-to-rt - Tool to help converting from the F2W helpdesk system to RT
  • graph-mason-deps uses GraphViz to create a graph of which components call each other
  • html2mime - small perl script used to create a text/plain part from 100% html messages
  • mailfilter - spam checking and more
  • Mbox2Rt - import a unix-style mailbox into RT
  • ProcmailRecipes - procmail recipes used for email filtering
  • RT.bm is a plugin for mozbot that allows some minimal querying of RT tickets from an IRC session.
  • rt-adduser (docs) - command line tool to add RT users.
  • rt-auth-user - perl script for authenticating a user against RT (both local and external sources through ExternalAuth )
  • rt-batch-add-users - command line tool to add a batch of RT users based on data of a csv file.
  • [rt-batch-stats RT3BatchStats] - Command Line or batch statistics.
  • RtBounceHandler - scan bounce email for ticket details, then post essense of bounce info to that ticket.
  • rt-class-map-1.3-pl - Show methods available to specific RT objects.
  • rt-cvsgate (docs) - cvs integration for request tracker.
  • rt-escalate (ConfigureEscalation) - stick this in your crontab to escalate priority on tickets automatically
  • RTLogins - simple php script that creates a login report ("Who's using RT?")
  • rt_logins_email2ldap - script to convert email usernames to LDAP/Active Directory usernames
  • rt-google-charts - produce google charts for queue statistics
  • rt-on-pg-to-mysql - Convert your rt database from postgres to mysql.
  • rt-queues Shellscript called from procmail to sort E-Mails to the correct queue. Parses incoming mails and based on addresses in To: and CC: fields automatically sorts mails to the correct queue. This makes changing your MTA configuration for every new queue obsolete.
  • RtTalkToSelf - a mail filter script that allows a single RT instance to have one ticket as the "external requestor" of another.
  • scan-and-set - sample perl script to all the text attachments of open tickets for a text string and set a custom field with the result.
  • statdump/statcron - script and cronjob to generate RT management reports. The original URL is defunct, but a patched version of the scripts are still in listarchives. An updated version that fixed AverageTickets calcs and CURDATE selection used to be available at http://www.lei.net.au/stats.tgz.
  • CountTickets - a BASH script to count tickets in a MySQL db.
  • ShredderControl - a BASH script to shred tickets using RTx-Shredder.
  • MigrateBugzillaToRT - Migrate a Bugzilla instance cleanly to RT
  • IntegrateSphinx - How to integrate the Sphinx full-text search engine into RT
  • SendingCommentsDirectlyToATicketWithExim4 - How to configure exim4 to send comments to tickets based on ticket ID and custom field values
  • rt-clonequeue - a perl script used to create a new queue using an existing one as a template (copying its custom fields, permissions, templates and scrips but not its tickets).


Browser Tools

Database Queries

Other