[rt-users] Autoreply scrip doesnt execute

[Tom Storey]

Nevermind I got it working.

Seems it doesnt like it if the template doesnt have "Subject: AutoReply: {$Ticket->Subject}" at the beginning of it, which Im assuming must be an actual email header for the subject.

Now its working.

Though I ran into a second issue which Ive since resolved too, which was that I was then getting two autoresponses to say the ticket had been created. That was fixed easily enough by disabling the global default. Something I would have also preferred to not neccessarily have to do, but I can live with creating scrips and templates for each queue more than I can live with having to only use the global default  :-)

Now if only I had found that in some documentation somewhere... :-P

Thanks again!
  ----- Original Message ----- 
  From: Tom Storey 
  To: Gene LeDuc 
  Cc: RT-Users at lists.bestpractical.com 
  Sent: Tuesday, July 24, 2007 8:32 PM
  Subject: Re: [rt-users] Autoreply scrip doesnt execute


  Hi Gene,

  Thanks for your suggestion.

  When I name my template Autoreply (previously it was named "tunnel: Autoreply", for the "tunnel" queue), I dont get any response at all, not even the default template :-)

  I did also try naming my scrip Autoreply, but same result. When the Template is named Autoreply, nothing happens at all.

  I do get automatic reply when I resolve the tickets, however.

  Any other suggestions?

  I really would prefer to avoid having to use the global default as I would like to convey queue specific information to requestors.

  Thanks,
  Tom
    ----- Original Message ----- 
    From: Gene LeDuc 
    To: Tom Storey 
    Cc: RT-Users at lists.bestpractical.com 
    Sent: Tuesday, July 24, 2007 1:53 AM
    Subject: Re: [rt-users] Autoreply scrip doesnt execute


    Hi Tom,

    Try naming your local template Autoreply

    If a queue template has the same name as a global template it will be used instead of the global.  I think this is what you want.

    It would seem that your scrip should work, but it might be that RT only triggers one scrip per transaction and that the global OnCreate is winning the coin toss.  Early on I disabled every global scrip and just create the ones that I need locally.  This way there are no surprises when RT sends a reply that I didn't want sent.  I do have 1 global scrip, but I wrote it and I know that I want it to work across all queues (it's an e-mail password reset scrip).

    Regards,
    Gene

    At 04:38 AM 7/22/2007, Tom Storey wrote:

      This afternoon I installed RT 3.6.4, Ive setup a queue, I can email into it, I can get a response to say a ticket has been created, but I cannot seem to get it to reply with my own custom message.
       
      Unless Im missing something so bleedingly obvious, this is what Ive done:
       
      1. Click on Configuration, Queues, select my queue, click Templates, and create a template
      2. click on Scrips, then New scrip, and add a scrip using the following parameters:
       
      Description: Requestor creates ticket
      Condition: On Create
      Action: Autoreply To Requestors
      Template: the template I created above
      Stage: TransactionCreate
       
      3. send a new test email to my queue
       
      However, I still receive an auto reply message as per the global default template.
       
      Have I missed something, or is it not working as it should?

    -- 
    Gene LeDuc, GSEC
    Security Analyst
    San Diego State University 



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