[rt-users] Autoreply scrip doesnt execute

Tue Jul 24 12:16:38 EDT 2007

Tom,


	I had the same problem in terms of the blank line requirement after 
headers. However, on page 137 of the Essentials book, there is a little 
comment about content in a template and it reads "RT treats each line as 
a header until it finds a blank line". I guess I was supposed to 
intuitively figure that a blank line is needed after the header. Oh 
well. nice to see I'm not so odd after all.
	As to global scrips and templates, I have disabled all except 
correspondence and replaced them with our own with different names using 
our own templates (different names as well). No duplicate E_mails and 
they all work fine. You might want to come up with a naming scheme for 
the types of notification scrips you will want and disable all other 
scrips for the same actions.

Kenn
LBNL

Tom Storey wrote:
> 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 <mailto:tom at snnap.net>
>     *To:* Gene LeDuc <mailto:gleduc at mail.sdsu.edu>
>     *Cc:* RT-Users at lists.bestpractical.com
>     <mailto: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 <mailto:gleduc at mail.sdsu.edu>
>         *To:* Tom Storey <mailto:tom at snnap.net>
>         *Cc:* RT-Users at lists.bestpractical.com
>         <mailto: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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