[rt-users] email requestors on ticket open from web UI?

[Jo Rhett]

Your suggestion did seem to work, with a custom condition of:

> my $trans = $self->TransactionObj;
>
> # Only do this for Create
> return undef unless( $self->TransactionObj->Type eq "Create" );
>
> # Only do this for tickets which weren't e-mailed in
> my $msgattr = $trans->Message->First;
> return undef if( $msgattr and $msgattr->GetHeader('Received') );
>
> # Otherwise, do the business.
> return 1;

However, it does cause an e-mail to be sent out to the requestors and  
CCs if an e-mail ticket submission is Cloned, which we'd rather  
avoid.  Do you have any good ideas about how to avoid that situation?

On Feb 25, 2009, at 1:44 PM, Stephen Turner wrote:
> On Wed, 25 Feb 2009 15:51:05 -0500, Jo Rhett  
> <jrhett at netconsonance.com> wrote:
>
>> So we want to e-mail a copy of the web interface input to the
>> requestors when (and only when) the ticket was created via the web  
>> ui.
>>
>> I'm guessing I should have a Scrip with a test for ->IsInbound() to
>> determine if we opened the ticket for them.
>>
>> Any gotchas with this?  Anybody gone down this road before and had
>> issues?
>>
>
> We query the message attachment for a 'Received' header, and if it's  
> present we assume an email message; if not we assume a web  
> transaction:
>
>    my $trans = $self->TransactionObj;
>
>    # Get the message attachment
>    my $msgattr = $trans->Message->First;
>
>    if ( $msgattr and $msgattr->GetHeader('Received') ) {
> 	# This is an email transaction
>    } else {
> 	# This is a web transaction
>    }
>
> You probably would add a piece that makes this happen only for a  
> Create transaction...
>
> Steve
>
> -- 
> Stephen Turner
> Senior Programmer/Analyst - SAIS
> MIT IS&T

-- 
Jo Rhett
Net Consonance : consonant endings by net philanthropy, open source  
and other randomness