I’m not sure if I’ve already described our approach to the
Correspond/Create transactions, which differs somewhat from the way
things are handled in standard RT–but I don’t see anything on our web
server.
So here we go:
I’ve created a scrip condition which enables us to treat internal and
external correspondence differently. The basic idea is that you
want to send mail to your requestors and Ccs, but duplicates are the
result when you resend replies sent by these people. (And you can
cause mail loops, too!) To tell internal sources of transactions from
external ones, we look at the originator and check wether he or her
has ModifyTicket rights on the ticket. We keep these rights under
tight control, so this works reasonable well in our environment.
Here’s an excerpt from the file AnyTransactionSource.pm:
This condition can be used to obtain better control over the
conditions under which replies are sent to requestors. Transactions
are divided in two categories: those of internal orgin, and those of
external origin. The origin is internal if the originator of a
transaction has got ModifyTicket rights on the ticket, and the
originator is not one of the requestors.
The following ScripConditions are recommended:
| | | applicable
name | execmodule | argument | transtypes
----------------------±---------------------±---------±-----------
OnCreateExternal | AnyTransactionSource | external | Create
OnCreateInternal | AnyTransactionSource | internal | Create
OnCorrespondExternal | AnyTransactionSource | external | Correspond
OnCorrespondInternal | AnyTransactionSource | internal | Correspond
Now it is possible to use the following scrips:
OnCreateExternal AutoreplyToRequestors Autoreply
OnCreateInternal NotifyRequestorsAndCcs Correspondence
OnCorrespondInternal NotifyRequestorsAndCcs Correspondence
Plus the usual scrips to notify the AdminCCs.
In such a setup, it is possible to create a new ticket and
immediately enter the requestors and they will receive the standard
correspondence messages (and not an autoreply for something they
have never sent). Furthermore, if a requestor replies to a ticket
from a different email account, the reply won’t be sent back to his
requestor account. Not only is this more consistent with user
expectations, but it also reduces the risks of mail loops
considerably. (Consequently, it is recommended to remove the
Reply-To: header generation from Action/SendEmail.pm because the Cc:
should now really be honored by those who are sending replies.)
Get it from:
http://cert.uni-stuttgart.de/projects/rt/snippets/Action/AnyTransactionSource.pm
Florian Weimer Weimer@CERT.Uni-Stuttgart.DE
University of Stuttgart http://CERT.Uni-Stuttgart.DE/people/fw/
RUS-CERT fax +49-711-685-5898