Hi folks
I am trying to write a Scrip to autoreply to only the actor of a
transaction. When a ticket is closed and someone tries to correspond, I want
to autoreply with a message advising that further correspondence is not
possible. I am currently using Autoreply to Requestors and CCs, but this
sends the notification to everyone. Now I have put custom conditions in my
other scrips to not relay the correspodnence on a closed ticket, so other
requestors are getting the “bounce” message and won’t know where it’s from.
I don’t believe this is related to the global NotifyActor setting which has
been discussed several times on this list.
I think the problem here is that I know how to write a custom condition, but
I have no idea how to write a custom action which sends an email. If I could
find an example of a custom action that replies to ticket requestors, I
could probably modify it to send to transaction actor instead, but I can’t
find such an example.
Thanks in advance for any tips.
Richard
Richard Brady
T: +44 (0)7771 623 348
E: rnbrady@gmail.com
I do this via the templates, create a new template and at the top of the
template add:
RT-Attach-Message: Yes
Your template text etc
In the scrip make your
Action: Notify Other Recipients
Template: Your new template
Regards;
Roy
Richard Brady wrote:
Thanks for the reply.
Surely that won’t result in the message envelope being changed to exclude
the other recipients?2009/6/24 Raed El-Hames rfh@vialtus.com
I do this via the templates, create a new template and at the top of the
template add:
To: {$Transaction->CreatorObj->EmailAddress}
Subject:{$Ticket->Subject}
RT-Attach-Message: Yes
Your template text etc
In the scrip make your
Action: Notify Other Recipients
Template: Your new template
Regards;
Roy
Richard Brady wrote:
Hi folks
I am trying to write a Scrip to autoreply to only the actor of a
transaction. When a ticket is closed and someone tries to correspond, I want
to autoreply with a message advising that further correspondence is not
possible. I am currently using Autoreply to Requestors and CCs, but this
sends the notification to everyone. Now I have put custom conditions in my
other scrips to not relay the correspodnence on a closed ticket, so other
requestors are getting the “bounce” message and won’t know where it’s from.
I don’t believe this is related to the global NotifyActor setting which
has been discussed several times on this list.
I think the problem here is that I know how to write a custom condition,
but I have no idea how to write a custom action which sends an email. If I
could find an example of a custom action that replies to ticket requestors,
I could probably modify it to send to transaction actor instead, but I can’t
find such an example.
Thanks in advance for any tips.
Richard
–
Richard Brady
T: +44 (0)7771 623 348
E: rnbrady@gmail.com mailto:rnbrady@gmail.com
No sure I know what you mean, yes it will exclude other recipients but I
thought this is what you want:
" I am trying to write a Scrip to autoreply to only the actor of a
transaction."
Did I miss the point??
Roy
Richard Brady wrote:
No, you are spot on.
When an email is sent, their is something called the message envelope, which
is distinct from the message header. The envelope determines who the message
is delivered to, whereas the header determines what is displayed in their
email program.
Your method involved specifying recipients at the tope of an RT template,
which as far as I know will only result in the headers being modified. That
will affect what people see in their email programs, but not who the email
is actually sent to.
However, for all I know RT could be populating the envelope recipients from
the header recipients specified in the template.
Oh well, no harm in trying :)2009/6/24 Raed El-Hames rfh@vialtus.com
No sure I know what you mean, yes it will exclude other recipients but I
thought this is what you want:
" I am trying to write a Scrip to autoreply to only the actor of a
transaction."
Did I miss the point??
Roy
Richard Brady wrote:
Thanks for the reply.
Surely that won’t result in the message envelope being changed to exclude
the other recipients?
2009/6/24 Raed El-Hames <rfh@vialtus.com mailto:rfh@vialtus.com>
I do this via the templates, create a new template and at the top
of the template add:
To: {$Transaction->CreatorObj->EmailAddress}
Subject:{$Ticket->Subject}
RT-Attach-Message: Yes
Your template text etc
In the scrip make your
Action: Notify Other Recipients
Template: Your new template
Regards;
Roy
Richard Brady wrote:
Hi folks
I am trying to write a Scrip to autoreply to only the actor of
a transaction. When a ticket is closed and someone tries to
correspond, I want to autoreply with a message advising that
further correspondence is not possible. I am currently using
Autoreply to Requestors and CCs, but this sends the
notification to everyone. Now I have put custom conditions in
my other scrips to not relay the correspodnence on a closed
ticket, so other requestors are getting the "bounce" message
and won't know where it's from.
I don't believe this is related to the global NotifyActor
setting which has been discussed several times on this list.
I think the problem here is that I know how to write a custom
condition, but I have no idea how to write a custom action
which sends an email. If I could find an example of a custom
action that replies to ticket requestors, I could probably
modify it to send to transaction actor instead, but I can't
find such an example.
Thanks in advance for any tips.
Richard
--
Richard Brady
T: +44 (0)7771 623 348
E: rnbrady@gmail.com <mailto:rnbrady@gmail.com>
<mailto:rnbrady@gmail.com <mailto:rnbrady@gmail.com>>
Raed
Well, a quick test has revealed that you are right.
RT will will overwrite the envelope with any headers specified in the
template.
This has done exactly what I needed, THANK YOU!
Richard2009/6/24 Richard Brady rnbrady@gmail.com
No, you are spot on.
When an email is sent, their is something called the message envelope,
which is distinct from the message header. The envelope determines who the
message is delivered to, whereas the header determines what is displayed in
their email program.
Your method involved specifying recipients at the tope of an RT template,
which as far as I know will only result in the headers being modified. That
will affect what people see in their email programs, but not who the email
is actually sent to.
However, for all I know RT could be populating the envelope recipients from
the header recipients specified in the template.
Oh well, no harm in trying 
2009/6/24 Raed El-Hames rfh@vialtus.com
No sure I know what you mean, yes it will exclude other recipients but I
thought this is what you want:
" I am trying to write a Scrip to autoreply to only the actor of a
transaction."
Did I miss the point??
Roy
Richard Brady wrote:
Thanks for the reply.
Surely that won’t result in the message envelope being changed to exclude
the other recipients?
2009/6/24 Raed El-Hames <rfh@vialtus.com mailto:rfh@vialtus.com>
I do this via the templates, create a new template and at the top
of the template add:
To: {$Transaction->CreatorObj->EmailAddress}
Subject:{$Ticket->Subject}
RT-Attach-Message: Yes
Your template text etc
In the scrip make your
Action: Notify Other Recipients
Template: Your new template
Regards;
Roy
Richard Brady wrote:
Hi folks
I am trying to write a Scrip to autoreply to only the actor of
a transaction. When a ticket is closed and someone tries to
correspond, I want to autoreply with a message advising that
further correspondence is not possible. I am currently using
Autoreply to Requestors and CCs, but this sends the
notification to everyone. Now I have put custom conditions in
my other scrips to not relay the correspodnence on a closed
ticket, so other requestors are getting the "bounce" message
and won't know where it's from.
I don't believe this is related to the global NotifyActor
setting which has been discussed several times on this list.
I think the problem here is that I know how to write a custom
condition, but I have no idea how to write a custom action
which sends an email. If I could find an example of a custom
action that replies to ticket requestors, I could probably
modify it to send to transaction actor instead, but I can't
find such an example.
Thanks in advance for any tips.
Richard
--
Richard Brady
T: +44 (0)7771 623 348
E: rnbrady@gmail.com <mailto:rnbrady@gmail.com>
<mailto:rnbrady@gmail.com <mailto:rnbrady@gmail.com>>
Yes I thought as much I been using this method for a couple of years :�)
probably a good read is lib/RT/Action/SendEmail.pm
Take care
Roy
Richard Brady wrote: