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<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D">Because the commands aren’t in the resolve message. They are just in corresponds.<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D">And they are always by themselves.<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D">So it would just be an email with a command. I do not want those emails to go to the requestor.<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D">So if I edit the template to remove commands it will still send an email but now it will be blank.<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><b><span style="font-size:10.0pt;font-family:"Tahoma","sans-serif"">From:</span></b><span style="font-size:10.0pt;font-family:"Tahoma","sans-serif""> rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com]
<b>On Behalf Of </b>Kenneth Crocker<br>
<b>Sent:</b> Thursday, August 18, 2011 2:16 PM<br>
<b>To:</b> rt-users@lists.bestpractical.com<br>
<b>Subject:</b> Re: [rt-users] help with scrip (search correspond body)<o:p></o:p></span></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal" style="margin-bottom:12.0pt">Robert,<br>
<br>
As I mentioned earlier, YOU can control what goes out on an email via the template. Why don't you just modify the "resolve" template to NOT put the info on that you do not want?<br>
<br>
Kenn<br>
LBNL<o:p></o:p></p>
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<p class="MsoNormal">On Thu, Aug 18, 2011 at 1:16 PM, Robert Vicchiullo <<a href="mailto:rob@hautelook.com">rob@hautelook.com</a>> wrote:<o:p></o:p></p>
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<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><span style="font-size:11.0pt;color:#1F497D">I don’t want to stop the resolved email from going out. I want to stop the commands that CommandByMail uses being sent to the requestor.</span><o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><span style="font-size:11.0pt;color:#1F497D"> </span><o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><span style="font-size:11.0pt;color:#1F497D">So for example you can reply to ticket with Status: resolved and the requestor with get that email with the content being just Status:
resolved and then they will ALSO get the official resolved email as well. I don’t want them to get the command email.</span><o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><span style="font-size:11.0pt;color:#1F497D"> </span><o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><span style="font-size:11.0pt;color:#1F497D"> </span><o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><b><span style="font-size:10.0pt">From:</span></b><span style="font-size:10.0pt">
<a href="mailto:rt-users-bounces@lists.bestpractical.com" target="_blank">rt-users-bounces@lists.bestpractical.com</a> [mailto:<a href="mailto:rt-users-bounces@lists.bestpractical.com" target="_blank">rt-users-bounces@lists.bestpractical.com</a>]
<b>On Behalf Of </b>Kenneth Crocker<br>
<b>Sent:</b> Wednesday, August 17, 2011 9:01 AM<br>
<b>To:</b> <a href="mailto:rt-users@lists.bestpractical.com" target="_blank">rt-users@lists.bestpractical.com</a></span><o:p></o:p></p>
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<p class="MsoNormal"><br>
<b>Subject:</b> Re: [rt-users] help with scrip (search correspond body)<o:p></o:p></p>
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<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"> <o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;margin-bottom:12.0pt">Robert,<br>
<br>
Have you tried creating two different resolve notification scrips? 1 for the requestor (that uses a template with no content) and 1 for others that uses a template with all the content? I'm not sure if that is what you wanted, but it's a thought.<br>
<br>
Kenn<br>
LBNL<o:p></o:p></p>
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<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto">On Wed, Aug 17, 2011 at 1:34 AM, Robert Vicchiullo <<a href="mailto:rob@hautelook.com" target="_blank">rob@hautelook.com</a>> wrote:<o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto">i am using the CommandByEmail.<br>
the problem is when the helpdesk replies to emails it sends out the commands to the requester.<br>
i am trying to write some custom things to block those corresponds from going to the requester. so if they someone closes a ticket via email the requester will get the email with the Status: resolved in it as well as the default templated email saying it was
closed.<br>
<br>
and i know we could send the requests to the comment email, but we are coming from another ticketing system where there was only 1 email and i would rather not have to have everyone always remember to do that. writing this seemed like it would be pretty easy.
just need to work out the kinks.<br>
<br>
<br>
________________________________________<br>
From: <a href="mailto:ruslan.zakirov@gmail.com" target="_blank">ruslan.zakirov@gmail.com</a> [<a href="mailto:ruslan.zakirov@gmail.com" target="_blank">ruslan.zakirov@gmail.com</a>] on behalf of Ruslan Zakirov [<a href="mailto:ruz@bestpractical.com" target="_blank">ruz@bestpractical.com</a>]<br>
Sent: Tuesday, August 16, 2011 3:49 PM<br>
To: Robert Vicchiullo<br>
Cc: <a href="mailto:RT-Users@lists.bestpractical.com" target="_blank">RT-Users@lists.bestpractical.com</a><br>
Subject: Re: [rt-users] help with scrip (search correspond body)<br>
<br>
Hi,<br>
<br>
What exactly are you trying to do? Why do you need custom condition<br>
when RT has "On Correspond" out of the box?<br>
<br>
On Wed, Aug 17, 2011 at 2:44 AM, Robert Vicchiullo <<a href="mailto:rob@hautelook.com" target="_blank">rob@hautelook.com</a>> wrote:<br>
> Ok that’s worked and I have the following<br>
> my $Content = $self->TransactionObj->Content;<br>
> if( $Content =~ m/Status: resolved/){<br>
> return 0;<br>
> }<br>
> return 1;<br>
><br>
> problem is when the Content does match and it does return 0;<br>
> it sends out an email and says " This transaction appears to have no content"<br>
><br>
> -----Original Message-----<br>
> From: <a href="mailto:ruslan.zakirov@gmail.com" target="_blank">ruslan.zakirov@gmail.com</a> [mailto:<a href="mailto:ruslan.zakirov@gmail.com" target="_blank">ruslan.zakirov@gmail.com</a>] On Behalf Of Ruslan Zakirov<br>
> Sent: Sunday, August 14, 2011 1:59 PM<br>
> To: Robert Vicchiullo<br>
> Cc: <a href="mailto:RT-Users@lists.bestpractical.com" target="_blank">RT-Users@lists.bestpractical.com</a><br>
> Subject: Re: [rt-users] help with scrip (search correspond body)<br>
><br>
> On Sat, Aug 13, 2011 at 12:57 AM, Robert Vicchiullo <<a href="mailto:rob@hautelook.com" target="_blank">rob@hautelook.com</a>> wrote:<br>
>> Need a little help and would appreciate any advice.<br>
>><br>
>> I am trying to write a scrip for<br>
>><br>
>> “On Correspond Notify Requestors and Ccs”<br>
>><br>
>> I have Condition set to User defined and stage set to transactionbatch.<br>
>><br>
>><br>
>><br>
>> In Custom condition I have:<br>
>><br>
>><br>
>><br>
>> my $Content = $self->TransactionObj->Attachments->First->Content;<br>
><br>
> Try the following:<br>
><br>
> $self->TransactionObj->Content;<br>
><br>
> It will find text part in the message and return it content.<br>
><br>
> [snip]<br>
><br>
> --<br>
> Best regards, Ruslan.<br>
> --------<br>
> RT Training Sessions (<a href="http://bestpractical.com/services/training.html" target="_blank">http://bestpractical.com/services/training.html</a>)<br>
> * Chicago, IL, USA September 26 & 27, 2011<br>
> * San Francisco, CA, USA October 18 & 19, 2011<br>
> * Washington DC, USA October 31 & November 1, 2011<br>
> * Melbourne VIC, Australia November 28 & 29, 2011<br>
> * Barcelona, Spain November 28 & 29, 2011<br>
<br>
<br>
<br>
--<br>
Best regards, Ruslan.<br>
--------<br>
RT Training Sessions (<a href="http://bestpractical.com/services/training.html" target="_blank">http://bestpractical.com/services/training.html</a>)<br>
* Chicago, IL, USA September 26 & 27, 2011<br>
* San Francisco, CA, USA October 18 & 19, 2011<br>
* Washington DC, USA October 31 & November 1, 2011<br>
* Melbourne VIC, Australia November 28 & 29, 2011<br>
* Barcelona, Spain November 28 & 29, 2011<o:p></o:p></p>
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