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

Thu Aug 18 17:41:04 EDT 2011

On Fri, Aug 19, 2011 at 1:15 AM, Kenneth Crocker <kfcrocker at lbl.gov> wrote:
> Robert,
>
> As I mentioned earlier, YOU can control what goes out on an email via the
> template. Why don't you just modify the "resolve" template to NOT put the
> info on that you do not want?

Kenneth, you forget that "On Resolve" condition triggers on status change action
that has no Content. It's described in FAQ.

Robert here has different problem. Staff members close tickets using
CommandByEmail
and replies without additional text that would be helpful to
requestors. People receive
mails without valuable info, just bunch of meaning less commands.

Robert, at the end you need two things to solve this properly:

1) "On Correspond With Content" condition
2) Templates that strip commands from content

In both task you get content and delete commands from it. If after
deleting content is not empty then condition should succeed.

Code that strips commands you can borrow from the extension.

> Kenn
> LBNL
>
> On Thu, Aug 18, 2011 at 1:16 PM, Robert Vicchiullo <rob at hautelook.com>
> wrote:
>>
>> 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>
>> 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
>>
>>
>
> --------
> 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.