Correspondence with nobody

RT Users
1

Hello list,
I have a somewhat esoteric request.
Our users are creating their tickets by email and the support staff is
AdminCC for the default queue. I have the scrip

OnCreate NotifyAdminCCs with Template Correspondence

so everybody gets a new request in their inbox.

Furthermore, I have the scrip

OnCorrespondence NotifyOwner with Template Correspondence

so only the Owner of a ticket gets replies by the original requestor
and all the other mail.

Problem is if requestors reply to their own ticket before anybody has
taken it, it get’s sent to nobody@localhost, which means it goes to rot
in root’s local inbox.

I’d like to have a scrip that sends mail to the queues AdminCCs if a
Ticket is replied to that is owned by nobody. How’ I do that?

Regards,
Harald Wagener
Harald Wagener * FCB/Wilkens * An der Alster 42 * 20099 Hamburg

2

Harald Wagener wrote:

OnCreate NotifyAdminCCs with Template Correspondence
OnCorrespondence NotifyOwner with Template Correspondence

Problem is if requestors reply to their own ticket before anybody has
taken it, it get’s sent to nobody@localhost, which means it goes to rot
in root’s local inbox.

Hmm. Does your Nobody user have the email address nobody@localhost?
Why not set it to null? Do you ever want Nobody to get RT mail?

I’d like to have a scrip that sends mail to the queues AdminCCs if a
Ticket is replied to that is owned by nobody. How’ I do that?

OnCorrespond NotifyAdminCCsIfUnowned with template FOO

You get to write NotifyAdminCCsIfUnowned. Again, it’s a tweak to
Notify.pm which just checks $self->TicketObj->OwnerObj before
doing the send – and is called the same way as NotifyAdminCCs.

Have fun :slight_smile:
Phil Homewood, Systems Janitor, www.SnapGear.com
pdh@snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
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