BCC Staff members replies

Hello,

I would like to BCC the replies our staff members send.
Currently we have a Bcc: line to the Correspondence template, but this also
sends BCC for the replies the customers send to a ticket.

Can this be done with a “Custom condition” for the “On Correspond Notify
Other Recipients” Scrip ?

Thank you !

Catalin Constantin

Hello,
I would like to BCC the replies our staff members send.
Currently we have a Bcc: line to the Correspondence template, but this also sends BCC for the
replies the customers send to a ticket.
Can this be done with a “Custom condition” for the "On Correspond Notify Other Recipients"
Scrip ?

Sounds like you may want to just have your template add Bccs if the
transaction creator is privileged or in a group. If you want to write
a custom condition, you can do that too, same idea

-kevin

I am trying to the following scrip:

return 0 unless $self->TransactionObj->Type eq ‘Correspond’;
my $GroupObj = RT::Group->new( $RT::SystemUser );
$GroupObj->LoadUserDefinedGroup( ‘Group NAME’ );
return $GroupObj->HasMemberRecursively( $self->CurrentUser->PrincipalObj );

The problem i have is that $self->CurrentUser->Id is always 1, no
matter what Staff members is logged in.
Is this normal behavior ?On Thu, Dec 30, 2010 at 5:33 AM, Kevin Falcone falcone@bestpractical.com wrote:

On Wed, Dec 29, 2010 at 06:51:15PM +0200, Catalin Constantin wrote:

Hello,
I would like to BCC the replies our staff members send.
Currently we have a Bcc: line to the Correspondence template, but this also sends BCC for the
replies the customers send to a ticket.
Can this be done with a “Custom condition” for the "On Correspond Notify Other Recipients"
Scrip ?

Sounds like you may want to just have your template add Bccs if the
transaction creator is privileged or in a group. If you want to write
a custom condition, you can do that too, same idea

-kevin

Catalin Constantin
Dazoot Software

I am trying to the following scrip:

return 0 unless $self->TransactionObj->Type eq ‘Correspond’;
my $GroupObj = RT::Group->new( $RT::SystemUser );
$GroupObj->LoadUserDefinedGroup( ‘Group NAME’ );
return $GroupObj->HasMemberRecursively( $self->CurrentUser->PrincipalObj );

The problem i have is that $self->CurrentUser->Id is always 1, no
matter what Staff members is logged in.
Is this normal behavior ?

Yes, that is correct.

You missed a key part of my note:

if the transaction creator is privileged or in a group.

You need the creator of the transaction, not the current user

-kevin

Hello,

Thank you for your reply.
It works.

Below is the SCRIP update (fixed).

return 0 unless $self->TransactionObj->Type eq ‘Correspond’;

my $PrincipalObj = RT::Principal->new( $self->TransactionObj->CreatorObj );
$PrincipalObj->Load( $self->TransactionObj->CreatorObj->Id );

my $GroupObj = RT::Group->new($self->TransactionObj->CreatorObj );
$GroupObj->LoadUserDefinedGroup( ‘Group Name’ );

return $GroupObj->HasMemberRecursively( $PrincipalObj );On Fri, Dec 31, 2010 at 3:01 AM, Kevin Falcone falcone@bestpractical.com wrote:

On Fri, Dec 31, 2010 at 12:04:06AM +0200, Catalin Constantin wrote:

I am trying to the following scrip:

return 0 unless $self->TransactionObj->Type eq ‘Correspond’;
my $GroupObj = RT::Group->new( $RT::SystemUser );
$GroupObj->LoadUserDefinedGroup( ‘Group NAME’ );
return $GroupObj->HasMemberRecursively( $self->CurrentUser->PrincipalObj );

The problem i have is that $self->CurrentUser->Id is always 1, no
matter what Staff members is logged in.
Is this normal behavior ?

Yes, that is correct.

You missed a key part of my note:

if the transaction creator is privileged or in a group.

You need the creator of the transaction, not the current user

-kevin

On Thu, Dec 30, 2010 at 5:33 AM, Kevin Falcone falcone@bestpractical.com wrote:

On Wed, Dec 29, 2010 at 06:51:15PM +0200, Catalin Constantin wrote:

Hello,
I would like to BCC the replies our staff members send.
Currently we have a Bcc: line to the Correspondence template, but this also sends BCC for the
replies the customers send to a ticket.
Can this be done with a “Custom condition” for the "On Correspond Notify Other Recipients"
Scrip ?

Sounds like you may want to just have your template add Bccs if the
transaction creator is privileged or in a group. If you want to write
a custom condition, you can do that too, same idea

Best wishes for 2011 !

Catalin Constantin
Dazoot Software
http://www.dazoot.eu/

Thank you for your reply.
It works.

You can simplify this a bit, Given a User object from CreatorObj, you
can just call PrincipalObj() on it

-kevin

1 Like