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<p class="MsoNormal"><span lang="EN-US">I’ve been trying to do an autoresponse on create with SLA Due date inside the message with RT 4.4. It almost works for me. The template I’m using is at the bottom of the email.<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US">When manually triggering the template using rt-crontool on an existing ticket, it works fine. The problem is – that because the SLA is actually set *<b>after</b>* the ticket has been created, the Due date will be 0 (Jan
1 1970) which means it doesn’t actually work. I get Thursday at 01.00 AM localtime which corresponds just fine to 1 Jan 1970 00.00 UTC.<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US">I’m using the scrips pretty much out of the box right now, except I’ve tried re-ordering the scrip “On Create Autoreply To Requestors” by prepending “ZZ” to the description as in
<a href="http://requesttracker.wikia.com/wiki/ScripExecOrder">http://requesttracker.wikia.com/wiki/ScripExecOrder</a> but this does not seem to have actually helped.<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US">Irrespective of that, when looking at the history this is what I get:<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US"><o:p> </o:p></span></p>
<p class="MsoListParagraph" style="text-indent:-18.0pt;mso-list:l0 level1 lfo1"><![if !supportLists]><span lang="EN-US"><span style="mso-list:Ignore">-<span style="font:7.0pt "Times New Roman"">
</span></span></span><![endif]><span lang="EN-US">Ticket Created<o:p></o:p></span></p>
<p class="MsoListParagraph" style="text-indent:-18.0pt;mso-list:l0 level1 lfo1"><![if !supportLists]><span lang="EN-US"><span style="mso-list:Ignore">-<span style="font:7.0pt "Times New Roman"">
</span></span></span><![endif]><span lang="EN-US">Outgoing email Recorded (from the autoresponse)<o:p></o:p></span></p>
<p class="MsoListParagraph" style="text-indent:-18.0pt;mso-list:l0 level1 lfo1"><![if !supportLists]><span lang="EN-US"><span style="mso-list:Ignore">-<span style="font:7.0pt "Times New Roman"">
</span></span></span><![endif]><span lang="EN-US">Start date set (using SLA)<o:p></o:p></span></p>
<p class="MsoListParagraph" style="text-indent:-18.0pt;mso-list:l0 level1 lfo1"><![if !supportLists]><span lang="EN-US"><span style="mso-list:Ignore">-<span style="font:7.0pt "Times New Roman"">
</span></span></span><![endif]><span lang="EN-US">Due date set (using SLA)<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US">Any idea what I might try in order to have the Due Date set at the time of generating the autoresponse?<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US">-----<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US">This is the template I’m using:<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US">Subject: AutoReply: {$Ticket->Subject}<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US">Content-Type: text/html<o:p></o:p></span></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal">(blah blah)<o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal"><p>Vår målsättning är att svara på alla ärenden inom fyra arbetstimmar.<o:p></o:p></p>
<p class="MsoNormal">Förvänta dig alltså ett svar senast på <b>{<o:p></o:p></p>
<p class="MsoNormal"><span lang="EN-US">my $tz = "Europe/Stockholm";<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US">my ($sec,$min,$hour,$mday,$mon,$year,$wday,$ydaym,$isdst,$offset) = $Ticket->DueObj()->Localtime("utc");<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US">$mon++;<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US">my $dt = DateTime::->new(<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US"> locale => "sv_SE",<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US"> time_zone => "UTC",<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US"> year => $year,<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US"> month => $mon,<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US"> day => $mday,<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US"> hour => $hour,<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US"> minute => $min,<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US"> second => $sec,<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US"> nanosecond => 0,<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US">);<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US">$dt->set_time_zone("Europe/Stockholm");<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US"><o:p> </o:p></span></p>
<p class="MsoNormal">$dt->format_cldr("cccc 'kl.' k.mm");<o:p></o:p></p>
<p class="MsoNormal">}</b>.<o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal">(blah blah)<span lang="EN-US"><o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US">{$Transaction->Content(Type => 'text/html')}<o:p></o:p></span></p>
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