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

[Chris Nelson]

I wish we could do that, but as it happens, that is the only queue that 
we don't want to send out RT replies from because the email that feeds 
that queue is an outward-facing public email (support@<my company>).  
All other queues, we want to be able to communicate owner changes, 
replies and such to the external addresses, because the external 
addresses coming into those other queues are there for a reason and are 
not advertised publicly.  So basically, whenever someone sends an email 
to support@<my company> (the email which feeds into the 
incoming-external queue), we want to create a ticket, but then remove 
the requestor so that the external address does not get communications 
that might (accidentally or not) be internal private communications.


Patterson, Craig wrote:
> 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