[rt-users] Autoreply to new requestors

[Abraham Liebsch]

I just wanted to follow-up and let you know that this fixed my issue.
Thanks!

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone
Sent: Wednesday, January 15, 2014 10:04 AM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Autoreply to new requestors

On Fri, Jan 10, 2014 at 06:32:50PM +0000, Abraham Liebsch wrote:
> It appears to be running afterwards.  I've renamed the scripts, 
> prepending
> 100 to the reassignment scrip and 110 to the autoreply scrip, so that 
> they are listed in the proper order, and confirmed in the apache log 
> that the requestors are changed before the autoreply scrip is run.  
> Unless there is an order-of-execution nuance that escapes me, it 
> appears that the requestor is replaced first.  I could be missing 
> something, though, as there is another scrip that, according to the 
> log, is executing between those two, despite not being listed between
them.

The Autoreply scrip is most likely executing on a cached copy of the ticket
(it doesn't reload the ticket between scrip executions).

Probably the simplest thing to do is to make the Autoreply scrip execute in
the Transaction Batch stage.  Since it's an On Create action, any problems
should be minimal.

-kevin

> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Glenn 
> Sieb
> Sent: Friday, January 10, 2014 11:42 AM
> To: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Autoreply to new requestors
> 
> -----BEGIN PGP SIGNED MESSAGE-----
> Hash: SHA1
> 
> On 1/10/14, 12:17 PM, Abraham Liebsch wrote:
> > I have a scrip that, when a ticket is created by email by under 
> > certain conditions, will delete the email sender as the requestor 
> > and replace it with a different requestor (in order to permit 
> > creating tickets on behalf of others).  I have confirmed this scrip 
> > works properly, and that this scrip executes prior to the default 
> > scrip which autoreplies to ticket creators. Yet, the autoreply is 
> > being sent to the email sender and not to the new requestor.  Does 
> > anyone have a suggestion to ensure the autoreply is sent to the 
> > newly-set requestor and not the email sender?
> 
> Is the Autoreply scrip before or after the replace-the-requestor scrip?
-------------- next part --------------
A non-text attachment was scrubbed...
Name: smime.p7s
Type: application/pkcs7-signature
Size: 6055 bytes
Desc: not available
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20140205/dad21f8c/attachment.bin>