[rt-users] Autoreply to Actor only

[Richard Brady]

Raed

Well, a quick test has revealed that you are right.

RT will will overwrite the envelope with any headers specified in the
template.

This has done exactly what I needed, THANK YOU!

Richard


2009/6/24 Richard Brady <rnbrady at gmail.com>

> No, you are spot on.
>
> When an email is sent, their is something called the message envelope,
> which is distinct from the message header. The envelope determines who the
> message is delivered to, whereas the header determines what is displayed in
> their email program.
>
> Your method involved specifying recipients at the tope of an RT template,
> which as far as I know will only result in the headers being modified. That
> will affect what people see in their email programs, but not who the email
> is actually sent to.
>
> However, for all I know RT could be populating the envelope recipients from
> the header recipients specified in the template.
>
> Oh well, no harm in trying :)
>
>
>
> 2009/6/24 Raed El-Hames <rfh at vialtus.com>
>
>> No sure I know what you mean, yes it will exclude other recipients but I
>> thought this is what you want:
>> " I am trying to write a Scrip to autoreply to only the actor of a
>> transaction."
>>
>> Did I miss the point??
>>
>> Roy
>>
>> Richard Brady wrote:
>>
>>> Thanks for the reply.
>>>
>>> Surely that won't result in the message envelope being changed to exclude
>>> the other recipients?
>>>
>>>
>>> 2009/6/24 Raed El-Hames <rfh at vialtus.com <mailto:rfh at vialtus.com>>
>>>
>>>
>>>    I do this via the templates, create a new template and at the top
>>>    of the template add:
>>>
>>>    To: {$Transaction->CreatorObj->EmailAddress}
>>>    Subject:{$Ticket->Subject}
>>>    RT-Attach-Message: Yes
>>>
>>>    Your template text etc
>>>
>>>    In the scrip make your
>>>    Action: Notify Other Recipients
>>>    Template: Your new template
>>>
>>>    Regards;
>>>
>>>    Roy
>>>
>>>    Richard Brady wrote:
>>>
>>>        Hi folks
>>>
>>>        I am trying to write a Scrip to autoreply to only the actor of
>>>        a transaction. When a ticket is closed and someone tries to
>>>        correspond, I want to autoreply with a message advising that
>>>        further correspondence is not possible. I am currently using
>>>        Autoreply to Requestors and CCs, but this sends the
>>>        notification to everyone. Now I have put custom conditions in
>>>        my other scrips to not relay the correspodnence on a closed
>>>        ticket, so other requestors are getting the "bounce" message
>>>        and won't know where it's from.
>>>
>>>        I don't believe this is related to the global NotifyActor
>>>        setting which has been discussed several times on this list.
>>>
>>>        I think the problem here is that I know how to write a custom
>>>        condition, but I have no idea how to write a custom action
>>>        which sends an email. If I could find an example of a custom
>>>        action that replies to ticket requestors, I could probably
>>>        modify it to send to transaction actor instead, but I can't
>>>        find such an example.
>>>
>>>        Thanks in advance for any tips.
>>>
>>>        Richard
>>>
>>>        --
>>>        Richard Brady
>>>        T: +44 (0)7771 623 348
>>>        E: rnbrady at gmail.com <mailto:rnbrady at gmail.com>
>>>        <mailto:rnbrady at gmail.com <mailto:rnbrady at gmail.com>>
>>>
>>>
>>>
>
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090624/5ef17f31/attachment.htm>