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<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri","sans-serif";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.<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">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.<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> Wednesday, August 17, 2011 9:01 AM<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>
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">On Wed, Aug 17, 2011 at 1:34 AM, Robert Vicchiullo <<a href="mailto:rob@hautelook.com">rob@hautelook.com</a>> wrote:<o:p></o:p></p>
<p class="MsoNormal">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">ruslan.zakirov@gmail.com</a> [<a href="mailto:ruslan.zakirov@gmail.com">ruslan.zakirov@gmail.com</a>] on behalf of Ruslan Zakirov [<a href="mailto:ruz@bestpractical.com">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">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">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">ruslan.zakirov@gmail.com</a> [mailto:<a href="mailto:ruslan.zakirov@gmail.com">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">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">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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