[rt-users] (Scrip help) Deleting a requestor upon ticket creation.

[Patterson, Craig]

Chris,

We take a different approach that works pretty well.  We prevent
external emails being sent by filtering them out in our SendMail_Local
file.  Basically we only send emails that are verified against LDAP.  Of
course, a lot depends on how you determine who is external.  

Craig

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Chris
Nelson
Sent: Monday, October 15, 2007 4:40 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] (Scrip help) Deleting a requestor upon ticket
creation.

Hello list,

I have a rather strange request, I want to delete a requestor when a 
ticket is created.  Reason being, as the ticket is assigned to different

queues, replies to requestor are sent by the other queues, and that is 
usually not needed for external requests. The easiest way to address 
this would be to just remove the requestors on tickets created in that 
queue.


Looking at the perldoc for Record.pm, I noticed that we can use 
DeleteAttribute, so I tried:
Condition: On create
Action: User Defined
Template: Global Template: Blank
Stage: Transaction Create

Custom Condition:

Custom Action preparation Code: return 1;

Custom action cleanup code:

$self->TicketObj->DeleteAttribute('Requestor');



But nothing's actually happening, and the requestor is listed on the 
webui still. Is there a better way to do this? Am I even barking up the 
right tree? Thanks in advance for your help.


-- 
Chris Nelson


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