Hi, I’m sorry if this is noobish, but I’m having trouble figuring out how to
do it
We use a service called phonetag to take voicemails and transcribe them
(with attached .wav files) to emails that reach our helpdesk. The problem is
about 75% of them are blank, because the caller did not leave a message.
When that happens the email comes in saying “We’re sorry, the caller hung up
before leaving a message”. I’d like to look for “the caller hung up” and
have RT reject any tickets from emails containing that.
I tried writing my own conditions based on some samples I found online but I
can’t quite get it working, can anyone recommend some documentation that
would get me on the right track, or any other kind of help?
Hi, I’m sorry if this is noobish, but I’m having trouble figuring out how to
do it
We use a service called phonetag to take voicemails and transcribe them
(with attached .wav files) to emails that reach our helpdesk. The problem is
about 75% of them are blank, because the caller did not leave a message.
When that happens the email comes in saying “We’re sorry, the caller hung up
before leaving a message”. I’d like to look for “the caller hung up” and
have RT reject any tickets from emails containing that.
I tried writing my own conditions based on some samples I found online but I
can’t quite get it working, can anyone recommend some documentation that
would get me on the right track, or any other kind of help?
You could look at RT::Interface::Filter::SpamAssassin as a
starting point;
just be sure to have Auth::MailFrom as a higher precedent in your MailPlugins.
This would allow you to access the message for parsing, and punt it as desired.
Cambridge Energy Alliance: Save money. Save the planet.
Hi, I’m sorry if this is noobish, but I’m having trouble figuring out how to
do it
We use a service called phonetag to take voicemails and transcribe them
(with attached .wav files) to emails that reach our helpdesk. The problem is
about 75% of them are blank, because the caller did not leave a message.
When that happens the email comes in saying “We’re sorry, the caller hung up
before leaving a message”. I’d like to look for “the caller hung up” and
have RT reject any tickets from emails containing that.
I tried writing my own conditions based on some samples I found online but I
can’t quite get it working, can anyone recommend some documentation that
would get me on the right track, or any other kind of help?
-Steve
Hi, I’m sorry if this is noobish, but I’m having trouble figuring out how
to
do it
We use a service called phonetag to take voicemails and transcribe them
(with attached .wav files) to emails that reach our helpdesk. The problem
is
about 75% of them are blank, because the caller did not leave a message.
When that happens the email comes in saying “We’re sorry, the caller hung
up
before leaving a message”. I’d like to look for “the caller hung up” and
have RT reject any tickets from emails containing that.
I tried writing my own conditions based on some samples I found online
but I
can’t quite get it working, can anyone recommend some documentation that
would get me on the right track, or any other kind of help?
-Steve
Okay, I’ve managed to get this to capture new tickets created via the
helpdesk, but it’s still not grabbing tickets created via e-mail. Here’s
what I have so far:
Condition: User Defined
Action: User Defined
Template: Global template: Blank
Stage: TransactionCreate
Custom Condition:
my $Ticket = $self->TicketObj; my $Transaction = $self->TransactionObj; my
$Attachment = $Transaction->Attachments; my $AttFirst = $Attachment->First;
my $Content = $AttFirst->Content; my $test = 0; $test = 1 if (lc($Content)
=~ m/the caller hung up before leaving a message/i); if($test == 1) { return
1; } return;
So if I create a new ticket using the new ticket function of the helpdesk,
and paste in the line I want to match, the ticket is rejected immediately
upon creation.
However, emails that come from our voicemail system still become tickets
with a status of ‘new’
Any suggestions? I appreciate any help, right now we spend way too much time
just clearing out these empty tickets
Hi, I’m sorry if this is noobish, but I’m having trouble figuring out how
to
do it
We use a service called phonetag to take voicemails and transcribe them
(with attached .wav files) to emails that reach our helpdesk. The problem
is
about 75% of them are blank, because the caller did not leave a message.
When that happens the email comes in saying “We’re sorry, the caller hung
up
before leaving a message”. I’d like to look for “the caller hung up” and
have RT reject any tickets from emails containing that.
I tried writing my own conditions based on some samples I found online
but I
can’t quite get it working, can anyone recommend some documentation that
would get me on the right track, or any other kind of help?
-Steve
:Filter::SpamAssassin as a