[rt-users] Not sending auto response from certain from addresses

Wed Dec 2 16:32:13 EST 2009

Hi Tyler,

Sorry, I put you a little wrong before.  I have done some looking and
testing.   It appears what you want to do is actually override the template
rather than the Scrip to stop that resolve email going out.

For example my Global - Email on Resolve scrip uses a global template in the
Name of Resolve.   To overide this at the queue level just create a new
template with exactly the same name as your global one uses.

[image:
?ui=2&view=att&th=125514c44c933027&attid=0.1&disp=attd&realattid=ii_125514c44c933027&zw]

The screeshot shows my one from our testing queue.  I have just created the
Resolve template again at the queue level,  just leave all the content
blank.   RT then should not send an email at all.   You can do the same for
the autoreply on Create scrip.

*
Regards,*

*Aaron Guise

  07 838 7793
027 212 6638
aaron at guise.net.nz
 *

MSN: guisea at hotmail.com
Contact Me [image: Facebook] <http://www.facebook.com/shadysandman>

On Tue, Dec 1, 2009 at 10:23 PM, Aaron Guise <aaron at guise.net.nz> wrote:

> Hmmm,  I'll check our environment out tomorrow and let you know what I
> find.
>
>
> On Tue, Dec 1, 2009 at 5:37 AM, Tyler Hall <tyler at tylerhall.net> wrote:
>
>> Hey Aaron -
>>
>> I got a change to try it out today, but it doesn't seem to write.
>> Scrip 3 is the script that sends the auto response, so I duplicated it
>> for the abuse queue, but it doesn't seem to do anything...
>>
>>
>>
>> On Sun, Nov 29, 2009 at 5:16 PM, Tyler Hall <tyler at tylerhall.net> wrote:
>> > Thanks Aaron!   I'll try it out, been out of the office all week due
>> > to the holiday.
>> >
>> >
>> >
>> > On Wed, Nov 25, 2009 at 12:20 AM, Aaron Guise <aaron at guise.net.nz>
>> wrote:
>> >> Hi Tyler,
>> >> That should be simple,  you should not even need to touch perl to do
>> this.
>> >>  Just simply overriding the script that sends the email should do the
>> >> trick.
>> >> For Example:
>> >> In your Abuse Queue create a scrip with the same name e.g.
>> >> OnResolve(Whatever) Set it to use template blank,  this then will not
>> send a
>> >> notification. You would need to do this for any of the global scrips
>> which
>> >> you would like to override the default action.  I hope this makes some
>> >> sense, if not then let me know.
>> >> --
>> >> Regards,
>> >>
>> >> Aaron
>> >>
>> >> On Fri, Nov 20, 2009 at 8:22 AM, Tyler Hall <tyler at tylerhall.net>
>> wrote:
>> >>>
>> >>> Great, that works wonders.
>> >>>
>> >>> Sadly, I believe this is perl and perl isn't my strong point.
>> >>>
>> >>> I have one less request, I am willing to pay.
>> >>>
>> >>> I was hoping these same conditions could work for certain queues...  I
>> >>> have a queue called 'Abuse' that when someone sends to, or resolves
>> >>> from I would prefer not to send out the auto response/closure email,
>> >>> is that something you think you could code up for me?
>> >>>
>> >>> Thanks,
>> >>> --Tyler
>> >>>
>> >>>
>> >>> On Tue, Nov 17, 2009 at 7:28 PM, Aaron Guise <aaron at guise.net.nz>
>> wrote:
>> >>> > Yeah,
>> >>> >
>> >>> > You need to put that script into the scrip that sends the resolve
>> email
>> >>> > too.
>> >>> >
>> >>> > Mine looks like this;
>> >>> >
>> >>> > my @exceptionList = ('gentrack at ham.sitel.co.nz',
>> >>> >                      'hamdb02 at ham.sitel.co.nz',
>> >>> >                      'gentrack at genesisenergy.co.nz',
>> >>> >                      'root at hamrt01.ham.sitel.co.nz',
>> >>> >                      'genfax at sanderson.co.nz');
>> >>> >
>> >>> > my $transactionType = $self->TransactionObj->Type;
>> >>> > my $transactionField = $self->TransactionObj->Field;
>> >>> > my $transactionVal = $self->TransactionObj->NewValue;
>> >>> > my $ticketRequestor = lc($self->TicketObj->RequestorAddresses);
>> >>> >
>> >>> > if ($transactionType eq 'Status' && $transactionField eq 'Status' &&
>> >>> > $transactionVal eq 'resolved' ) {
>> >>> >   return if grep { $ticketRequestor eq lc($_) } @exceptionList;
>> >>> >   return 1;
>> >>> > }
>> >>> > return;
>> >>> >
>> >>> > --
>> >>> > Regards,
>> >>> >
>> >>> > Aaron
>> >>> >
>> >>> >
>> >>> > On Wed, Nov 18, 2009 at 8:34 AM, Tyler Hall <tyler at tylerhall.net>
>> wrote:
>> >>> >>
>> >>> >> Thanks so much!
>> >>> >>
>> >>> >> Do you know if there's a similar script for 'Resolve'?  I changed
>> the
>> >>> >> custom code from 'Create' to 'Resolve' (and 'Resolved') but it
>> didn't
>> >>> >> seem to work.
>> >>> >>
>> >>> >> Thanks,
>> >>> >> Tyler
>> >>> >>
>> >>> >>
>> >>> >> On Mon, Nov 16, 2009 at 7:58 PM, Aaron Guise <aaron at guise.net.nz>
>> >>> >> wrote:
>> >>> >> > You probably need to check this out;
>> >>> >> > http://wiki.bestpractical.com/view/OnCreateAutoReplyException
>> >>> >> >
>> >>> >> > --
>> >>> >> > Regards,
>> >>> >> >
>> >>> >> > Aaron
>> >>> >> >
>> >>> >> >
>> >>> >> > On Tue, Nov 17, 2009 at 7:45 AM, Tyler Hall <tyler at tylerhall.net
>> >
>> >>> >> > wrote:
>> >>> >> >>
>> >>> >> >> All -
>> >>> >> >>
>> >>> >> >> Is it possible for RT to add an email into a ticket, however do
>> not
>> >>> >> >> send an auto response, just for certain from addresses?
>> >>> >> >>
>> >>> >> >> Thanks!
>> >>> >> >> _______________________________________________
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>> >>> >> >
>> >>> >> >
>> >>> >> >
>> >>> >> >
>> >>> >
>> >>> >
>> >>> >
>> >>> >
>> >>> >
>> >
>>
>
>
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