[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,

Yes so all do speak all the languages that we support.
I was able to override the auto-reply by deleteing the global scrip and 
creating a scrip per queue so that is good.

I created  a scrip to move the ticket from my fr queue to the General queue.

Condition: On Create
Action: User Defined
Template: Blank
Stage: TransactionCreate

Custom Condition: return 1;
Custom Action cleanup code:
  # Change queue
  my $newqueue = "General";
  my $T_Obj = $self->TicketObj;

  $RT::Logger->info("Auto assign ticket #". $T_Obj->id ." to queue #". 
$newqueue );
  my ($status, $msg) = $T_Obj->SetQueue($newqueue);
  unless ($status) {
      $RT::Logger->warning("unable to set new queue: $msg");
      return undef;
  }
  return 1;

It doesn't work and I don't know how to debug it?
Is it being processed?
Where is it going wrong?

Any suggestions would be great.

Thanks,
Gilbert.

On 17/08/2011 3:23 PM, Ruslan Zakirov wrote:
> On Wed, Aug 17, 2011 at 10:08 PM, Gilbert Rebeiro<gilbert at dido.ca>  wrote:
>> ok so I created  a new queue called fr
>>
>> I will do a simple autoreply that is bound to this queue.
>> I used the condition
>>
>> my $Ticket = $self->TicketObj;
>> my $Transaction = $self->TransactionObj;
>>
>> if ( ($Transaction ->  Type eq 'Create')
>> &&  !($Ticket->QueueObj->Name eq 'fr' ) )
>> { return (1); }
>> else
>> {return (undef); }
>>
>> But it doesn't seem to be limited to only this queue called fr
>>
>> What am I doing wrong?
> Do all the staff in your team speak all languages you provide support
> in? Usually it's not the case. Even if it's now, later it may be
> different. It's better to use different queues for different languages
> and give staff rights depending on language they know.
>
> In this case you don't need custom conditions. You just use different
> mail addresses for different languages (you do it already) and map
> addresses to different queues. Override default templates in queues:
>
> http://requesttracker.wikia.com/wiki/Template#What_if_I_want_to_override_a_global_template_for_one_of_my_queues.3F
>
>> Also I would like to have the ticket moved to the general queue after the
>> auto-reply is there a simple way to do this?
>>
>> Thanks,
>> Gilbert.
>>
>>
>> On 17/08/2011 1:38 PM, Gilbert Rebeiro wrote:
>>
>> Well it is more that if a client is flagged as french the auto-responder
>> would be one in french.
>> If we were communicating with someone it would be a human making the
>> determination as to which language should be used, if there were 4 people
>> etc.
>>
>> I would see enabling languages (fr, es, etc) then having default templates
>> for enabled languages.
>> The language flag on the user would determine the template used to
>> auto-respond.
>>
>> Just my thoughts.
>>
>>
>> On 17/08/2011 1:06 PM, Kevin Falcone wrote:
>>
>> On Wed, Aug 17, 2011 at 12:44:30PM -0400, Gilbert Rebeiro wrote:
>>
>> I think multi-language support in templates would be useful these days.
>>
>> How do you handle a template sending mail to 4 people at the same time
>> (all CCs or all Requestors) all of who speak a different language?
>>
>> There's some more fundamental changes that need to happen to mail
>> processing to make it easy.
>>
>> -kevin
>>
>>
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>> --------
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>
>