[rt-users] Looking for an example of how to send a different autoreply text based on the email address receiving the ticket

[Ruslan Zakirov]

On Wed, Aug 17, 2011 at 10:08 PM, Gilbert Rebeiro <gilbert at dido.ca> wrote:
> ok so I created  a new queue called fr
>
> I will do a simple autoreply that is bound to this queue.
> I used the condition
>
> my $Ticket = $self->TicketObj;
> my $Transaction = $self->TransactionObj;
>
> if ( ($Transaction -> Type eq 'Create')
> && !($Ticket->QueueObj->Name eq 'fr' ) )
> { return (1); }
> else
> {return (undef); }
>
> But it doesn't seem to be limited to only this queue called fr
>
> What am I doing wrong?

Do all the staff in your team speak all languages you provide support
in? Usually it's not the case. Even if it's now, later it may be
different. It's better to use different queues for different languages
and give staff rights depending on language they know.

In this case you don't need custom conditions. You just use different
mail addresses for different languages (you do it already) and map
addresses to different queues. Override default templates in queues:

http://requesttracker.wikia.com/wiki/Template#What_if_I_want_to_override_a_global_template_for_one_of_my_queues.3F

> Also I would like to have the ticket moved to the general queue after the
> auto-reply is there a simple way to do this?
>
> Thanks,
> Gilbert.
>
>
> On 17/08/2011 1:38 PM, Gilbert Rebeiro wrote:
>
> Well it is more that if a client is flagged as french the auto-responder
> would be one in french.
> If we were communicating with someone it would be a human making the
> determination as to which language should be used, if there were 4 people
> etc.
>
> I would see enabling languages (fr, es, etc) then having default templates
> for enabled languages.
> The language flag on the user would determine the template used to
> auto-respond.
>
> Just my thoughts.
>
>
> On 17/08/2011 1:06 PM, Kevin Falcone wrote:
>
> On Wed, Aug 17, 2011 at 12:44:30PM -0400, Gilbert Rebeiro wrote:
>
> I think multi-language support in templates would be useful these days.
>
> How do you handle a template sending mail to 4 people at the same time
> (all CCs or all Requestors) all of who speak a different language?
>
> There's some more fundamental changes that need to happen to mail
> processing to make it easy.
>
> -kevin
>
>
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> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> *  Chicago, IL, USA — September 26 & 27, 2011
> *  San Francisco, CA, USA — October 18 & 19, 2011
> *  Washington DC, USA — October 31 & November 1, 2011
> *  Melbourne VIC, Australia — November 28 & 29, 2011
> *  Barcelona, Spain — November 28 & 29, 2011
>



-- 
Best regards, Ruslan.