Hi
I have a strange requirement, I need to setup a custom scrip that will
ignore all emails that are sent to a resolved ticket. I don’t want an
email to go to the watchers and I don’t want anything to be replied back
to the sender.
I have already disabled the scrip that replies to the sender, but I need
a scrip that will disregard the email that was received.
I have looked through the contributions on the wiki page and can’t find
what I am looking for there. Can someone help me with this?
Regards
Leon
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Hi
I have a strange requirement, I need to setup a custom scrip that will
ignore all emails that are sent to a resolved ticket. I don’t want an
email to go to the watchers and I don’t want anything to be replied back
to the sender.
I have already disabled the scrip that replies to the sender, but I need
a scrip that will disregard the email that was received.
Do you mean not save the incoming email to the history at all? If
that’s what you want, then it’s too late for a scrip to stop
that. Scrips run in response to a transaction. At the point the scrip
is firing, the email will already be in the database.
If your goal is not to have the ticket reopen, then there are
instructions for disabling auto reopening or sending a resolved email
only once around.
Michael
Michael S. Liebman m-liebman@northwestern.edu http://msl521.freeshell.org/
“I have vision and the rest of the world wears bifocals.”
-Paul Newman in “Butch Cassidy & the Sundance Kid”
The “OnResolveOnce” in the Wiki almost does what I need. It checks to
see if the ticket has been resolved once and then doesn’t send a mail to
the requester if it is resolved again. I have already disabled the scrip
that re-opens the ticket if it is already resolved. I just need the
scrip to prevent sending any email at all if someone replies to the
RESOLVED ticket. It is ok to store it as a transaction, but no emails.
(not even to the internal users of the RT system.
Would it be possible to just change the “OnResolveOnce” Scrip to do this
or do I have to change all the correspondents scrips?
If so what do I need to change on the scrips to accomplish this?
Regards
Leon
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