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

[Robert Vicchiullo]

I don't want to stop the resolved email from going out. I want to stop the commands that CommandByMail uses being sent to the requestor.

So for example you can reply to  ticket with Status: resolved and the requestor with get that email with the content being just Status: resolved and then they will ALSO get the official resolved email as well. I don't want them to get the command email.


From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kenneth Crocker
Sent: Wednesday, August 17, 2011 9:01 AM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] help with scrip (search correspond body)

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<mailto: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<mailto:ruslan.zakirov at gmail.com> [ruslan.zakirov at gmail.com<mailto:ruslan.zakirov at gmail.com>] on behalf of Ruslan Zakirov [ruz at bestpractical.com<mailto:ruz at bestpractical.com>]
Sent: Tuesday, August 16, 2011 3:49 PM
To: Robert Vicchiullo
Cc: RT-Users at lists.bestpractical.com<mailto: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<mailto: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> [mailto: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<mailto: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<mailto: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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