[rt-users] Autoreply Template Error

[Paul Broadwith]

I’ve created a custom autoreply but seem to be getting an error in the logs when a ticket is created. No autoreply message is being sent.

 

From the logs, I’ve worked out that this section of the template is causing problems:

 

===

Your ticket has been given a {$Ticket->Priority < 40 ? "Low priority. There is no fixed response time for this priority, but we will respond as time allows" : $Transaction->Priority < 80 ? "Medium priority. We will respond by the end of the next working day" : $Transaction->Priority < 100 ? "High priority. We will respond within 6 working hours" : "Critical priority. We will respond within 2 working hours"}. If you require a response before that time, please call the Maintenance Support number.

===

 

The error I am getting is:

 

===

Oct 26 10:36:57 helpdesk RT: Template parsing error: RT::Transaction::Priority Unimplemented in Text::Template::GEN13. (template line 10)   Stack:   [/usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Record.pm:495]   [template:10]   [/opt/rt3/bin/../lib/RT/Template_Overlay.pm:425]   [/opt/rt3/bin/../lib/RT/Template_Overlay.pm:332]   [/opt/rt3/bin/../lib/RT/Template_Overlay.pm:312]   [/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:155]   [/opt/rt3/bin/../lib/RT/Action/Autoreply.pm:66]   [/opt/rt3/bin/../lib/RT/ScripAction_Overlay.pm:230]   [/opt/rt3/bin/../lib/RT/Scrip_Overlay.pm:448]   [/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:240]   [/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:169]   [/opt/rt3/bin/../lib/RT/Record.pm:1457]   [/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:660]   [/opt/rt3/bin/../lib/RT/Interface/Web.pm:1042]   [/opt/rt3/share/html/Ticket/Display.html:117]   [/opt/rt3/share/html/Ticket/Create.html:419]   [/opt/rt3/bin/../lib/RT/Interface/Web.pm:320]   [/opt/rt3/bin/../lib/RT/Interface/Web.pm:224]   [/op

===

 

I have another scrip / template that sends out a message when the priority is changed and it works okay, although that template uses $Ticket->OldValue and $Ticket->NewValue as opposed to $Ticket->Priority.

 

If I understand it correctly, the priority isn’t implemted when a new ticket is created? Can anybody shed any light on why this is happening and how to resolve it?

 

Kind regards,

 

Paul Broadwith (MBCS)

Microsoft Certified Professional

Blue Ivy Ltd - Microsoft Small Business Specialist, UK Partner Qualified for 2010 and Microsoft Registered Partner

 

 

Tel.: 0845 862 0292

Web: http://www.blueivy.co.uk <http://www.blueivy.co.uk> 

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