[Junk released by User action] Re: [rt-users] Disable Auto reply message for a group

[Kenneth Crocker]

Sean,


	If your "Helpdesk" group are the only ones who create tickets, then my 
idea still works. By going to "notify" instead of "Autoreply", the 
creators of the ticket (the Helpdesk group) will NOT get an email 
notification but anyone else on the list will. By the way, when your 
Helpdesk group creates tickets, they can indicate another user or id as 
the "Requestor" on the ticket and they (helpdesk) will still remain as 
the ticket "creators". By setting the action to "Notify Requestors, .." 
the email will still be sent to the requestor(s) on the ticket and the 
creators will NOT. Goo Luck!

Kenn
LBNL

On 1/17/2008 8:48 AM, Sean McCreadie wrote:
> Kenn,
> 
> Thanks for the tip on those actions, I didn't think about that before.
> I guess im still a little stuck on this because I need to be able to
> disable the Autoreply action for only those members of my RT group
> called "Helpdesk" and still have it work for all the unprivileged users.
> Gene replied with a way to check group membership in a custom condition,
> I think this is the way to go, but I can't seem to get the syntax right
> to get it to work.  Maybe there is a way to write in a custom condition
> to return undef if the requestor is a privileged user?  Perhaps I can
> just list all the email addresses of the members of my helpdesk group in
> the custom condition? , as there are only about 10 members.  I was able
> to get it to work for one email address (I pasted the code in the
> original post) but I couldn't figure out how ot list several addresses.
> Thanks again for all the help on this, I have learned a lot so far off
> this mailing list and hope to contribute more as I get more experience
> with RT.
> 
> Sean
> 
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kenneth
> Crocker
> Sent: Wednesday, January 16, 2008 9:55 AM
> To: Sean McCreadie
> Cc: rt-users at lists.bestpractical.com
> Subject: [Junk released by User action] Re: [rt-users] Disable Auto
> reply message for a group
> 
> Sean,
> 
> 
> 	Try changing the action from "Autoreply" to "Notify....". That
> way the 
> person creating the ticket will not get an email but everyone else on 
> the list will. In fact, that is the only difference between an 
> "Autoreply" action and a "Notify" action. The notify action assumes that
> 
> since you're the one doing the creating, you do not need to be bothered 
> by an email but sends one to everyone else, whereas an "Autoreply" nails
> 
> evryone on the list, period. Good Luck.
> 
> 
> Kenn
> LBNL
> 
> On 1/15/2008 11:05 PM, Sean McCreadie wrote:
>> Hello,
>>
>>  
>>
>> I've been looking through the wiki and mailing lists trying to find a 
>> solution to this with no success.  I'm sure it's very simple, I'm just
> 
>> new to this.  I need to disable the default Auto reply scrip for only
> my 
>> Helpdesk team, that way all the unprivileged users will still receive 
>> the Auto reply, but not the HelpDesk team when they create a ticket.
> I 
>> tried adding this custom condition to the default scrip and was able
> to 
>> disable it for one email address, but im hoping there is an easy way
> to 
>> check group membership.  Thanks in advance for all the help.
>>
>>  
>>
>> if ( $self->TransactionObj->Type eq "Create" &&
>>
>>      $self->TicketObj->RequestorAddresses() =~
> /MyName\@MyCompany\.com/
>> {
>>
>>   return undef;
>>
>> } else {
>>
>>   return 1;
>>
>>  
>>
>>  
>>
>>  
>>
>> Sean McCreadie
>>
>> IT Support
>>
>> Canyon Partners, LLC
>>
>> 310 858 4288
>>
>>  
>>
>>
>>
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> 
>