I’m curious what you mean by ‘when I create the ticket the requestor will be me…’ If you create the ticket through the WebUI and you have any privileges, you should be able to manually type in a requestor. Otherwise, when you create a ticket through email, and you have CommandByEmail installed, you should just set the first line of your email to ‘Requestor: emailaddress’ and it will set the requestor before any scrips even get to look at it. If this is the only reason you don’t want an AutoReply being sent, this will make it go to the customer… a comforting email to get IMO. I might understand what you’re trying to do here. You’d like to start a conversation with a customer through RT and converse with them while having everything logged in history (which happens by default when you create a ticket and ‘Reply’ or correspond with them) Then, at some time in the conversation you’d like to send them an email with an attached file that you create specifically for them. There are ways of doing this, but to start I’ll give you a few things to think about.
Will you be using RT in a normal way at any point in the future (customer emails RT, gets an autoreply, staff gets notification, maybe emails back and forth a couple of times with the customer, fixes problem and resolves the ticket) Or do you plan using this one workflow as you just described, for ever?
You’ll need to get into Queue based scrips, Queue based templates, and possibly the RT-Attach-Message special template header. You’ll want to simplify the correspondence template add the employees username to the top so the customer will know who they are talking to. If you’d like the RealName of the staff member to show up, it will require more effort. The replyto and from email address from these emails cannot be changed from your RT email, as you need all of the email correspondence to go through RT and be logged into that specific ticket in the subject of the email.
Another thing to think about, is whether or not ‘RT-Attach-Message: yes’ will do what you need it to do. I’ve found that this special header will only attach files that are in the most recent transaction. Like if someone just created a ticket by email, and they attached a file to that initial email, the template to notify staff that a new ticket has been created can include that special header. In this case, it would simply attach initial attached file to the outgoing email to the staff. If that template is used for something else completely later (like a status change or something basic) it won’t attach anything. I’m using 3.8.1 and wanted something similar what you’re looking for. I wanted a specific template to include EVERY attachment from the ticket to the outgoing email. I had to modify maybe three files to get this working, allowing a new special header ‘RT-Attach-All: yes’ to do this.
According to the wiki, it should do this but I was unable to make it work as I needed.
If you find that in the end you’ll need to do this mod, I’ll help you. My concern is that you may not be up to speed enough on RT basics to apply this mod without breaking your installation.
EliasFrom: Stefan Le Jeune [email@example.com]
Sent: Sunday, October 26, 2008 11:55 PM
To: Eli Altman
Subject: Re: [rt-users] Condition scrip
Stefan, RT may already be configured to do what you need right out of the box. I’d suggest learning more about Scrips and Templates when you have time. How much experience do you have with RT?
I’ve been using it for 6 months. I’ve managed to switch off scrips,
create new ones and new templates. So not a total newbie but I
haven’t mastered the condition scripting.
Maybe I did not explain my case too well.
I want to initiate an email between my company and a customer and I
want to track that conversation. So when I create the ticket the
requestor will be me so I don’t want to get the default "on create"
email back to me.
Then I want to go to the ticket and change the requestor from me to
the person I want to email.
Then I want to attach a document that is specific for that customer
but the text in the body of the email will be the same for all
customers. Something along the lines of “Please find attached an
excel document with queries relating to your claim.” (etc,etc).
To save me (the company) having to create the email body text each
time I was hoping that I could automate it somehow. My thought was to
use a condition that would check if the status is going from “New” to
"Open" and then send the template.
Scrip Condition: On Open
Action: Notify Requestor
I don’t have an “On Open” condition in the condition drop down (In RT
3.6.7). But this could help me out maybe.
I want to initiate a ticket and send a standard email out with an
attachment that will be different each time.
Please explain further “with an attachment that will be different each time.” When a ticket is created, by default RT will send an email to the requestor using the ‘Default Autoresponse template’ This basically says something like, “Thank you for submitting a ticket.” But you can customize it to say anything you’d like.
My thinking was as follows:
Users creates new ticket in queue with a subject.
Selects ticket and changes the requester to the person who will get the email.
This should happen by default if the scrip action includes Notify Requestor (which it does for the standard AutoReply scrip) The ticket creator is usually the Requestor, unless that is overridden by a privileged user when the ticket is created through the WebUI or overridden using the CommandByEmail plugin.
Selects a reply on the ticket and attaches the document.
Does the reply document need to be an actual attachment, or can it just be a canned response in the body of the email? Reason I’m asking, you can customize ‘templates’ to display whatever message you’d like in the RT emails. As earlier, the default email templates in RT are pretty good. I believe most of us use them with only a few modifications. Actually attaching a specific file to those emails may be more challenging, but not out of the question.
Now, instead of typing out the same email body every time or copying
and pasting from an old one, I would like to use the scrips and
templates to do that.
I would think I need to put a condition to only send the template when
the status is changing from New to Open.
Scrip Condition: On Open
Action: Notify Requestor
As there could be further
correspondence later I don’t want the standard template to go out
after the initial email.
If you are saying you don’t want the standard AutoReply going out when someone creates a ticket, you can simply disable that one Scrip by changing ‘Stage’ to ‘Disabled’ on the scrip responsible for the AutoReply. To sum up, you can create as many custom scrips and templates as you’d like, to be triggered by anything… status changing to something specific, based on content of the subject, the content of the ticket itself, specific requestors, etc.