Autoresponse for e-mail submitted jobs only

At my company there are currently two scrips that we use that are
helpful to end users, but can occationally be a nuisance to the IT
department.

OnCreate AutoreplyToRequestors with template Autoreply
OnResolve NotifyRequestors with template Resolved

These are very helpful to the employees we support. And most of the
time, we like having them. However, there are times that requestors
phone us directly with their problems (normally, they submit a request
through our intranet). When we create a request for them through the
web interface it marks us as the requestor and we end up receiving the
autoresponses.

Is it possible to generate an autoresponse only when the job was
submitted through the e-mail gateway?

Thanks.

Neal J. Barney
USU/Space Dynamics Lab.
“Let every nation know, whether it wishes us well or ill, that we
shall pay any price, bear any burden, meet any hardship, support any
friend, oppose any foe, to assure the survival and success of
liberty.” --John F. Kennedy

OnCreate AutoreplyToRequestors with template Autoreply
OnResolve NotifyRequestors with template Resolved

Is it possible to generate an autoresponse only when the job was
submitted through the e-mail gateway?

You could take OnIncomingEmail (http://www.fsck.com/pub/rt/contrib/2.0/)
and change the names and ApplicableTransTypes in the insert_condition.pl
to create:

OnCreateIncomingEmail AutoReplyToRequestors with template Autoreply

                         Bruce Campbell                            RIPE
               Systems/Network Engineer                             NCC
             www.ripe.net - PGP562C8B1B             Operations/Security

Bruce Campbell wrote:

You could take OnIncomingEmail (http://www.fsck.com/pub/rt/contrib/2.0/)
and change the names and ApplicableTransTypes in the insert_condition.pl
to create:

OnCreateIncomingEmail AutoReplyToRequestors with template Autoreply

That sounds like it will work fine. I guess I didn’t notice that one…

Thanks a bunch.

Neal J. Barney
USU/Space Dynamics Lab.
“Let every nation know, whether it wishes us well or ill, that we
shall pay any price, bear any burden, meet any hardship, support any
friend, oppose any foe, to assure the survival and success of
liberty.” --John F. Kennedy

Hello,

I am trying to install the IncomingEmail patch… but I am getting the
following error:
% perl IncomingEmail.pm.insert.pl
Can’t locate object method “new” via package “RT::Handle” at
IncomingEmail.pm.insert.pl line 23.

Anyone have any ideas?

Thanks!From: rt-users-admin@lists.fsck.com
[mailto:rt-users-admin@lists.fsck.com]On Behalf Of Bruce Campbell
Sent: Tuesday, July 16, 2002 5:54 PM
To: rt-users@lists.fsck.com
Subject: Re: [rt-users] Autoresponse for e-mail submitted jobs only

OnCreate AutoreplyToRequestors with template Autoreply
OnResolve NotifyRequestors with template Resolved

Is it possible to generate an autoresponse only when the job was
submitted through the e-mail gateway?

You could take OnIncomingEmail (http://www.fsck.com/pub/rt/contrib/2.0/)
and change the names and ApplicableTransTypes in the insert_condition.pl
to create:

OnCreateIncomingEmail AutoReplyToRequestors with template Autoreply

                         Bruce Campbell                            RIPE
               Systems/Network Engineer                             NCC
             www.ripe.net - PGP562C8B1B             Operations/Security

rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

I am trying to install the IncomingEmail patch… but I am getting the
following error:
% perl IncomingEmail.pm.insert.pl
Can’t locate object method “new” via package “RT::Handle” at
IncomingEmail.pm.insert.pl line 23.

Anyone have any ideas?

You need to change the ‘use lib’ lines in the above insert script. They
are set to the locations of my libraries, and most probably not yours.

                         Bruce Campbell                            RIPE
               Systems/Network Engineer                             NCC
             www.ripe.net - PGP562C8B1B             Operations/Security