<div>Hi,</div><div><br></div><div>I've managed to turn off the reply feature using the following wiki article:</div><div><ul><li><a href="http://requesttracker.wikia.com/wiki/OnWebCorrespond">http://requesttracker.wikia.com/wiki/OnWebCorrespond</a></li>
</ul></div><div>All I had to do was change the condition of the scrip "On Correspond Notify Requestors and Ccs" to "User defined" and enter this custom condition:</div><div><br></div><blockquote style="margin:0 0 0 40px;border:none;padding:0px">
<div><div><font face="courier new, monospace">my $trans = $self->TransactionObj;</font></div></div><div><div><font face="courier new, monospace"><br></font></div></div><div><div><font face="courier new, monospace">return 0 unless $trans->Type eq "Correspond";</font></div>
</div><div><div><font face="courier new, monospace"><br></font></div></div><div><div><font face="courier new, monospace">my $msgattr = $trans->Message->First;</font></div></div><div><div><font face="courier new, monospace"><br>
</font></div></div><div><div><font face="courier new, monospace">return 1 unless $msgattr;</font></div></div><div><div><font face="courier new, monospace"><br></font></div></div><div><div><font face="courier new, monospace">return 0 if $msgattr->GetHeader('Received');</font></div>
</div><div><div><font face="courier new, monospace"><br></font></div></div><div><div><font face="courier new, monospace">return 1;</font></div></div></blockquote><div><br></div><div>After that all functionality remained working (incoming mails are registered, people receive an auto-reply, manual mails can be send, etc.) but without the feature where "someone" sends a mail to RT with "a" ticket ID in it which would trigger this scrip to send that mail to all requestors and ccs linked to that specific ticket.</div>
<div><br></div><div>I've edited the global script, basically disabling this by default for all queue's. We'll enable this feature again on specific queue's when our users require it.</div><div><br></div><div>
Thanks for the replies so far, thanks to them I was able to narrow down the feature towards one specific scrip which made turning off the feature relatively easy.</div><div><br></div><div><br></div><div>-- <br>Bart</div><br>
<div class="gmail_quote">2012/10/10 Thomas Sibley <span dir="ltr"><<a href="mailto:trs@bestpractical.com" target="_blank">trs@bestpractical.com</a>></span><br><blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex">
<div class="im">On 09/27/2012 02:36 AM, Bart wrote:<br>
> When I disable those scrips I get the following effect:<br>
><br>
</div>> * First off, the behavior I want to disable is disabled.<br>
> * But, the autoreply scrip doesn't work anymore.<br>
> * And, any type of outgoing mail stops working.<br>
<div class="im">><br>
> RT simply registers the correspondence when you send a reply but<br>
> doesn't record outgoing mail.<br>
<br>
</div>That implies you're disabling the wrong scrips or something seriously<br>
funny is going on with your RT instance.<br>
<br>
The scrips you listed and I described are not related to the Autoreply<br>
scrip.<br>
<div class="im"><br>
> I guess what I want to achieve is the following:<br>
><br>
</div>> 1. Leave the autoreply upon ticket creating in tact, we want to keep<br>
<div class="im">> the ability to send requestors a default mail with their ticket ID +<br>
> a small note that we're working on it and that we've received the<br>
> mail correctly.<br>
</div>> 2. Keep the ability to actually send e-mails to requestors or to<br>
> one-time cc's.<br>
> 3. But disable the feature where an incoming mail for a ticket triggers<br>
<div class="im">> something which sends an e-mail to all requestors/cc's. This<br>
> specific feature is something that we'd want to disable for all<br>
> queue's, but when we manually send an e-mail from RT to one or more<br>
> people then the mail has to go to those people that we've selected<br>
> during creating the correspondence.<br>
<br>
</div>Disabling "On Correspond Notify Requestors and Ccs" will disable all<br>
ticket replies (via mail or the web) from going to Requestors and Ccs.<br>
It won't disable the "One-time" fields however, and you could use those<br>
without any further customization. Note that this would be somewhat of<br>
a pain to have to fill in all the requestors' and ccs' addresses<br>
whenever you want to actually reply to a ticket.<br>
<br>
> 4. Also, other scrips that send mails when someone sets you as an<br>
<div class="im">> owner, etc. should also keep working. Just the feature of point 3<br>
> which is triggered upon receiving an e-mail is what we want to disable.<br>
><br>
> I'm assuming then that I'd have to modify the behavior of these scrips<br>
> so that they only trigger when sent from RT itself. I'm assuming this<br>
> means that I'll have to write a custom condition for these scrips, what<br>
> would be the best way to do this? I'd probably need to get the original<br>
> condition and then modify it, but where do I find this? (and where to start)<br>
<br>
</div>Yep, custom conditions for the one or two scrips which handle this are<br>
your best option for distinguishing between incoming mail and the web<br>
being the trigger. You'd want to start with an on disk condition that<br>
gets a pointer inserted into the database so it shows up in the Scrip<br>
action dropdown. This lets you re-use RT's core conditions by<br>
subclassing them and writing your own condition check.<br>
<br>
There's a branch in flight (not yet merged to 4.0-trunk) which adds an<br>
X-RT-Interface header that would make your condition check slightly<br>
simpler (rather than a variety of heuristics, you'd just check the<br>
header). It's called 4.0/interface-in-headers.<br>
<div class="HOEnZb"><div class="h5"><br>
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</div></div></blockquote></div><br><br clear="all"><div><br></div><br>