[rt-users] help with scrip (search correspond body)

[Robert Vicchiullo]

i am using the CommandByEmail.
the problem is when the helpdesk replies to emails it sends out the commands to the requester.
i am trying to write some custom things to block those corresponds from going to the requester. so if they someone closes a ticket via email the requester will get the email with the Status: resolved in it as well as the default templated email saying it was closed.

and i know we could send the requests to the comment email, but we are coming from another ticketing system where there was only 1 email and i would rather not have to have everyone always remember to do that. writing this seemed like it would be pretty easy. just need to work out the kinks.


________________________________________
From: ruslan.zakirov at gmail.com [ruslan.zakirov at gmail.com] on behalf of Ruslan Zakirov [ruz at bestpractical.com]
Sent: Tuesday, August 16, 2011 3:49 PM
To: Robert Vicchiullo
Cc: RT-Users at lists.bestpractical.com
Subject: Re: [rt-users] help with scrip (search correspond body)

Hi,

What exactly are you trying to do? Why do you need custom condition
when RT has "On Correspond" out of the box?

On Wed, Aug 17, 2011 at 2:44 AM, Robert Vicchiullo <rob at hautelook.com> wrote:
> Ok that’s worked and I have the following
> my $Content = $self->TransactionObj->Content;
> if( $Content =~ m/Status: resolved/){
>  return 0;
> }
> return 1;
>
> problem is when the Content does match and it does return 0;
> it sends out an email and says " This transaction appears to have no content"
>
> -----Original Message-----
> From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf Of Ruslan Zakirov
> Sent: Sunday, August 14, 2011 1:59 PM
> To: Robert Vicchiullo
> Cc: RT-Users at lists.bestpractical.com
> Subject: Re: [rt-users] help with scrip (search correspond body)
>
> On Sat, Aug 13, 2011 at 12:57 AM, Robert Vicchiullo <rob at hautelook.com> wrote:
>> Need a little help and would appreciate any advice.
>>
>> I am trying to write a scrip for
>>
>> “On Correspond Notify Requestors and Ccs”
>>
>> I have Condition set to User defined and stage set to transactionbatch.
>>
>>
>>
>> In Custom condition I have:
>>
>>
>>
>> my $Content =  $self->TransactionObj->Attachments->First->Content;
>
> Try the following:
>
> $self->TransactionObj->Content;
>
> It will find text part in the message and return it content.
>
> [snip]
>
> --
> Best regards, Ruslan.
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--
Best regards, Ruslan.