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

[Kenneth Crocker]

Robert,

Have you tried creating two different resolve notification scrips? 1 for the
requestor (that uses a template with no content) and 1 for others that uses
a template with all the content? I'm not sure if that is what you wanted,
but it's a thought.

Kenn
LBNL

On Wed, Aug 17, 2011 at 1:34 AM, Robert Vicchiullo <rob at hautelook.com>wrote:

> 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.
> > --------
> > RT Training Sessions (http://bestpractical.com/services/training.html)
> > *  Chicago, IL, USA  September 26 & 27, 2011
> > *  San Francisco, CA, USA  October 18 & 19, 2011
> > *  Washington DC, USA  October 31 & November 1, 2011
> > *  Melbourne VIC, Australia  November 28 & 29, 2011
> > *  Barcelona, Spain  November 28 & 29, 2011
>
>
>
> --
> Best regards, Ruslan.
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> *  Chicago, IL, USA  September 26 & 27, 2011
> *  San Francisco, CA, USA  October 18 & 19, 2011
> *  Washington DC, USA  October 31 & November 1, 2011
> *  Melbourne VIC, Australia  November 28 & 29, 2011
> *  Barcelona, Spain  November 28 & 29, 2011
>
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