Controlling outgoing e-mails for new RT tickets

RT Users
1

RT 3.8.8

I am trying to come up with a way to only send outbound/auto response e-mails
for new RT tickets if the ticket is auto created based on an inbound email.
That part is working fine. But, if I use the “new ticket in” button and change
the requester to an outbound e-mail address, it will send the requester an
e-mail that comes from an “On Create”/Action “Autoreply To Requestors” scrip I
have for the queue selected. I do not want that scrip to fire if the a new
ticket is created using the “new ticket in” button within RT. It should only
apply if a new ticket is created based on an inbound email to the queue. Is
there a way to do this?

Thanks.

2

RT 3.8.8

I am trying to come up with a way to only send outbound/auto response e-mails
for new RT tickets if the ticket is auto created based on an inbound email.
That part is working fine. But, if I use the “new ticket in” button and change
the requester to an outbound e-mail address, it will send the requester an
e-mail that comes from an “On Create”/Action “Autoreply To Requestors” scrip I
have for the queue selected. I do not want that scrip to fire if the a new
ticket is created using the “new ticket in” button within RT. It should only
apply if a new ticket is created based on an inbound email to the queue. Is
there a way to do this?

Look here: OnCreateFromEmail - Request Tracker Wiki

:wink: