[rt-users] Looking for an example of how to send a different autoreply text based on the email address receiving the ticket

[Gilbert Rebeiro]

Hi,

Well finally the client has agreed to use a second queue and simple 
normal auto-reply template.

Thanks very much for your help.

I think multi-language support in templates would be useful these days.

Gilbert.

On 17/08/2011 9:35 AM, Emmanuel Lacour wrote:
> On Tue, Aug 16, 2011 at 01:59:46PM -0400, Gilbert Rebeiro wrote:
>> Hi,
>>
>> We have 2 email addresses (1 for english speaking clients and 1 for
>> french speaking clients) that receive ticket requests.
>>
>> I was wondering if anyone can help with an example of a scrip that
>> would send a different autoreply (english reply if sent to
>> support at domain.com) (french reply with sent to
>> supporttechnique at domain.com) when a new ticket is created in the
>> general queue depending on the email address that the ticket was
>> sent to.
>>
>> So if I understand how it works, the template would contain some
>> perl code that examines the email address to and auto-replies using
>> one text else it replies with another text.
>>
> My idea (untested, needs error checking):
> - create two standard templates: autoreply-fr, autoreply-en
> - use a Custom action for the autoreply scrip with the following prepare code:
>
>
>
> my $lang;
>
> foreach my $header(qw(To Cc)) {
>      last (if $lang );
>      foreach my $recipient (Email::Address->parse($message->head->get( $header ) ) ) {
>          if ( $recipient =~ /^support\@domain\.com$/ ) {
>              $lang = 'en';
>              last;
>          } elsif ( $recipient =~ /^supporttechnique\@domain\.com$/ ) {
>              $lang = 'fr';
>              last;
>          }
>      }
> }
>
> # Default to english
> $lang = 'en' unless ( $lang );
>
> my $Template = RT::Template->new( $RT::SystemUser );
> $Template->Load("autoreply-".$lang);
>
> require RT::Action::Autoreply;
> bless($self, 'RT::Action::Autoreply');
> $self->{Argument} = 'Requestor';
> $self->{TemplateObj} = $Template;
> $self->Prepare;
> return 1;
>
>
>
>
>
> You can of course also use the header parsing code directly in the template, but I like the idea to have template per language.
>
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