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</o:shapelayout></xml><![endif]--></head><body lang=EN-GB link=blue vlink=purple><div class=WordSection1><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif"'>I’ve created a custom autoreply but seem to be getting an error in the logs when a ticket is created. No autoreply message is being sent.<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif"'><o:p> </o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif"'>From the logs, I’ve worked out that this section of the template is causing problems:<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif"'><o:p> </o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif"'>===<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif"'>Your ticket has been given a {$Ticket->Priority < 40 ? "Low priority. There is no fixed response time for this priority, but we will respond as time allows" : $Transaction->Priority < 80 ? "Medium priority. We will respond by the end of the next working day" : $Transaction->Priority < 100 ? "High priority. We will respond within 6 working hours" : "Critical priority. We will respond within 2 working hours"}. If you require a response before that time, please call the Maintenance Support number.<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif"'>===<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif"'><o:p> </o:p></span></p><div><p class=MsoNormal><span lang=EN-US style='font-size:11.0pt;font-family:"Calibri","sans-serif"'>The error I am getting is:<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-US style='font-size:11.0pt;font-family:"Calibri","sans-serif"'><o:p> </o:p></span></p><p class=MsoNormal><span lang=EN-US style='font-size:11.0pt;font-family:"Calibri","sans-serif"'>===<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-US style='font-size:11.0pt;font-family:"Calibri","sans-serif"'>Oct 26 10:36:57 helpdesk RT: Template parsing error: RT::Transaction::Priority Unimplemented in Text::Template::GEN13. (template line 10) Stack: [/usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Record.pm:495] [template:10] [/opt/rt3/bin/../lib/RT/Template_Overlay.pm:425] [/opt/rt3/bin/../lib/RT/Template_Overlay.pm:332] [/opt/rt3/bin/../lib/RT/Template_Overlay.pm:312] [/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:155] [/opt/rt3/bin/../lib/RT/Action/Autoreply.pm:66] [/opt/rt3/bin/../lib/RT/ScripAction_Overlay.pm:230] [/opt/rt3/bin/../lib/RT/Scrip_Overlay.pm:448] [/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:240] [/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:169] [/opt/rt3/bin/../lib/RT/Record.pm:1457] [/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:660] [/opt/rt3/bin/../lib/RT/Interface/Web.pm:1042] [/opt/rt3/share/html/Ticket/Display.html:117] [/opt/rt3/share/html/Ticket/Create.html:419] [/opt/rt3/bin/../lib/RT/Interface/Web.pm:320] [/opt/rt3/bin/../lib/RT/Interface/Web.pm:224] [/op<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-US style='font-size:11.0pt;font-family:"Calibri","sans-serif"'>===<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-US style='font-size:11.0pt;font-family:"Calibri","sans-serif"'><o:p> </o:p></span></p><p class=MsoNormal><span lang=EN-US style='font-size:11.0pt;font-family:"Calibri","sans-serif"'>I have another scrip / template that sends out a message when the priority is changed and it works okay, although that template uses $Ticket->OldValue and $Ticket->NewValue as opposed to $Ticket->Priority.<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-US style='font-size:11.0pt;font-family:"Calibri","sans-serif"'><o:p> </o:p></span></p><p class=MsoNormal><span lang=EN-US style='font-size:11.0pt;font-family:"Calibri","sans-serif"'>If I understand it correctly, the priority isn’t implemted when a new ticket is created? Can anybody shed any light on why this is happening and how to resolve it?<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-US style='font-size:11.0pt;font-family:"Calibri","sans-serif"'><o:p> </o:p></span></p><p class=MsoNormal><span lang=EN-US style='font-size:11.0pt;font-family:"Calibri","sans-serif"'>Kind regards,<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-US style='font-size:11.0pt;font-family:"Calibri","sans-serif"'><o:p> </o:p></span></p><p class=MsoNormal><span lang=EN-US style='font-size:11.0pt;font-family:"Calibri","sans-serif"'>Paul Broadwith (MBCS)<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-US style='font-size:11.0pt;font-family:"Calibri","sans-serif"'>Microsoft Certified Professional<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-US style='font-size:11.0pt;font-family:"Calibri","sans-serif"'>Blue Ivy Ltd - Microsoft Small Business Specialist, UK Partner Qualified for 2010 and Microsoft Registered Partner</span><span style='font-size:11.0pt;font-family:"Calibri","sans-serif"'><o:p></o:p></span></p><table class=MsoNormalTable border=0 cellspacing=0 cellpadding=0 width=548 style='width:410.7pt;border-collapse:collapse'><tr><td width=198 valign=top style='width:148.85pt;padding:0cm 5.4pt 0cm 5.4pt'><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif"'><img width=166 height=70 id="Picture_x0020_1" src="cid:image001.jpg@01CB75BB.067F6EE0" alt="Description: blueivy_logo_emailsig.jpg"></span><span style='font-size:11.0pt;font-family:"Calibri","sans-serif"'><o:p></o:p></span></p></td><td width=349 valign=top style='width:261.85pt;padding:0cm 5.4pt 0cm 5.4pt'><p class=MsoNormal><b><span style='font-size:11.0pt;font-family:"Calibri","sans-serif"'><o:p> </o:p></span></b></p><p class=MsoNormal><b><span style='font-size:11.0pt;font-family:"Calibri","sans-serif"'>Tel.:</span></b><span style='font-size:11.0pt;font-family:"Calibri","sans-serif"'> 0845 862 0292<o:p></o:p></span></p><p class=MsoNormal><b><span style='font-size:11.0pt;font-family:"Calibri","sans-serif"'>Web:</span></b><span style='font-size:11.0pt;font-family:"Calibri","sans-serif"'> <a href="http://www.blueivy.co.uk"><span style='color:blue'>http://www.blueivy.co.uk</span></a></span><span style='font-size:11.0pt;font-family:"Calibri","sans-serif"'><o:p></o:p></span></p></td></tr></table><p class=MsoNormal> <o:p></o:p></p></div></div></body></html>