[rt-users] take and resolve actions via email

[Gene LeDuc]

Hi Mark (and Askar),

After reviewing my previous advice, I've changed my mind.  This should be a 
cleaner solution.

1.  Don't mess with your templates.

2.  I don't know whether _Set works with custom fields, so I'd use the 
following to set your CF in the scrip I sent you.  The scrip should 
probably be a queue scrip, not global, unless you want to do this for all 
your queues:
set_custom('noemail', "yes", 0);
### Sets custom field value
### Usage: set_custom($field_name, $field_value, $record_transaction)
sub set_custom {
   my ($CFName, $CFValue, $record) = @_;
   $record = $record ? 1 : 0;
   my $cf = RT::CustomField->new($RT::SystemUser);
   my ($id,$msg) = $cf->LoadByName(Name=>$CFName,);
   if (!$id) {
     $RT::Logger->debug("Error loading custom field '$CFName'");
     return undef;
   }
   ($id, $msg) = $Ticket->AddCustomFieldValue
      (Field=>$cf, Value=>$CFValue, RecordTransaction=>$record);
}

3.  Modify your Global Scrips #6 ("On Correspond Notify Requestors and Ccs 
with template Correspondence") and #7 ("On Correspond Notify Other 
Recipients with template Correspondence") and
   a) change the Condition to User Defined; and
   b) put the following code in the Custom condition area of both scrips:
{ ### True when transaction is incoming email and CF 'noemail' is not set
   my $Transaction = $self->TransactionObj;
   my $Ticket = $self->TicketObj;
   my $val = $Transaction->Type eq "Correspond"
       && ! get_custom("noemail");
   return $val;

   ### Returns custom field value
   ### get_custom($field_name)
   sub get_custom {
     my $target_name = $_[0];
     my $val = $Ticket->FirstCustomFieldValue($target_name);
     return $val if defined $val;
     return undef;
   }
}

So you should have 2 scenarios now with incoming email.
1.  Email is from AdminCc and contains trigger word(s) in first line.
   a) Your new scrip fires and sets the CF 'noemail' to 'yes', Owner to 
email sender, Status to resolved
   b) Global scrip #5 ("On Correspond Notify AdminCcs with template Admin 
Correspondence") fires and sends mail to AdminCcs
   c) Global scrips #6 and #7 do not fire because CF 'noemail' is set, so 
no mail is sent to anyone else

2.  Email is not from AdminCc or does not contain trigger word(s) in first 
line:
   a) Your new scrip does not fire because both conditions are not met, so 
CF 'noemail' is not set
   b) Global scrip #5 fires
   c) Global scrips #6 and #7 fire because CF 'noemail' either doesn't 
exist or is not set

Have fun!

Regards,
Gene

At 10:06 AM 11/27/2007, Mark Fuller wrote:
>Ok I am very new to this so I added
>
>
>  $Ticket->_Set(Field => 'noemail', Value => 'yes', RecordTransaction => 0);
>
>Now how do I tell the correspondence to look for that. And also if I change
>the main script like that and I have the custom field set how do I get the
>filed to be blank or no so that all future correspondence will work.
>
>Again I am new to RT but we love it and are expanding it's use. I thought
>about command by email but the CTO is concerned as am I with security and
>this seems the safer way. Also we do want to comment via email
>
>Mark Fuller
>
>BandTel Engineering
>
>603-528-6538 Option 2
>
>603-528-6937 FAX
>
>-----Original Message-----
>From: Gene LeDuc [mailto:gleduc at mail.sdsu.edu]
>Sent: Monday, November 26, 2007 4:27 PM
>To: Mark Fuller
>Cc: rt-users at lists.bestpractical.com
>Subject: RE: [rt-users] take and resolve actions via email
>
>Hi Mark,
>
>I'm not sure how you could change a correspondence transaction to a
>comment.  However...
>
>If I wanted to just change the way that email is sent (only AdminCcs
>getting an email), I'd add a custom field to the queue called
>"NoCorrespond" and then modify the Correspondence template used for the "On
>Correspond" scrip to include a check at the beginning to see if there is a
>"NoCorrespond" field and whether it has anything in it.  If so, exit the
>template and don't send the email, otherwise proceed as usual.  Then I'd
>have the scrip I gave you put something into the "NoCorrespond" custom
>field at the same time that it sets the owner and status.  It's kind of
>clunky and there are probably more elegant solutions, but I think it would
>work.  You might also want to make another scrip to send the mail to the
>AdminCc when the "NoCorrespond" field gets something assigned to it (by
>your other scrip), something like (I haven't tried this scrip, so it may
>need work):
>
>Condition: User Defined
>Action: Notify AdminCcs as Comment
>Template: Global template: Admin Comment
>Custom condtion:
>{ ### True on state change to "NoCorrespond"
>    my $Transaction = $self->TransactionObj;
>    my $val = $Transaction->Type eq "CustomField"
>        && $Transaction->Field eq "NoCorrespond"
>        ;
>    return $val;
>}
>
>Good luck!
>Gene
>
>At 12:00 PM 11/26/2007, Mark Fuller wrote:
> >Thanks Gene it works great but.. Is there a way to make it a comment so
> >only admin staff gets it
> >
> >Mark Fuller
> >
> >-----Original Message-----
> >From: Gene LeDuc [mailto:gleduc at mail.sdsu.edu]
> >Sent: Monday, November 26, 2007 12:26 PM
> >To: Mark Fuller
> >Cc: rt-users at lists.bestpractical.com
> >Subject: RE: [rt-users] take and resolve actions via email
> >
> >
> >Hi Mark,
> >
> >Here's the scrip we use to resolve tickets via e-mail.
> >
> >In order to resolve a ticket this way, the e-mail must be from an
> >AdminCc for that queue and it must contain the word "Ok" on the first
> >line.
> >
> >Description: Resolved by e-mail
> >Condition: User Defined
> >Action: User Defined
> >Template: Global template: Blank
> >Stage: TransactionCreate
> >
> >Custom condition:
> >{ ### True if e-mail contains 'ok' - sets owner, resolves ticket
> >    my $Transaction = $self->TransactionObj;
> >    my $CreatorId = $Transaction->CreatorObj->Id;
> >    my $Queue = $self->TicketObj->QueueObj;
> >    my $val = $Transaction->Type eq 'Correspond'
> >           && $Queue->IsAdminCc($CreatorId)
> >           && $Transaction->Content  =~ /\bok\s/i;
> >    return $val;
> >}
> >
> >Custom action prep code:
> >return 1;
> >
> >Custom action cleanup code:
> >### Set Set owner to e-mail sender, status to 'resolved'
> >my $Ticket = $self->TicketObj;
> >my $Transaction = $self->TransactionObj;
> >my $CreatorId = $Transaction->CreatorObj->Id;
> >$Ticket->_Set(Field=>'Owner', Value=>$CreatorId, RecordTransaction=>0);
> >$Ticket->_Set(Field => 'Status', Value => 'resolved', RecordTransaction
> >=> 0);
> >
> >The 2 lines at the end of the cleanup code could also be:
> >      $Ticket->SetOwner($CreatorId);
> >      $Ticket->SetStatus('resolved');
> >but I use _Set instead because I don't want to fire off any more
> >transactions when I resolve tickets this way.
> >
> >Regards,
> >Gene


-- 
Gene LeDuc, GSEC
Security Analyst
San Diego State University 
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20071127/5a86678e/attachment.htm>