Disable Auto reply message for a group

RT Users
1

Hello,

I’ve been looking through the wiki and mailing lists trying to find a
solution to this with no success. I’m sure it’s very simple, I’m just
new to this. I need to disable the default Auto reply scrip for only my
Helpdesk team, that way all the unprivileged users will still receive
the Auto reply, but not the HelpDesk team when they create a ticket. I
tried adding this custom condition to the default scrip and was able to
disable it for one email address, but im hoping there is an easy way to
check group membership. Thanks in advance for all the help.

if ( $self->TransactionObj->Type eq “Create” &&

 $self->TicketObj->RequestorAddresses() =~ /MyName\@MyCompany\.com/

{

return undef;

} else {

return 1;

Sean McCreadie

IT Support

Canyon Partners, LLC

310 858 4288

2

At Wednesday 1/16/2008 02:05 AM, Sean McCreadie wrote:

Hello,

I’ve been looking through the wiki and mailing lists trying to find
a solution to this with no success. I’m sure it’s very simple, I’m
just new to this. I need to disable the default Auto reply scrip
for only my Helpdesk team, that way all the unprivileged users will
still receive the Auto reply, but not the HelpDesk team when they
create a ticket. I tried adding this custom condition to the
default scrip and was able to disable it for one email address, but
im hoping there is an easy way to check group membership. Thanks in
advance for all the help.

if ( $self->TransactionObj->Type eq “Create” &&
$self->TicketObj->RequestorAddresses() =~ /MyName@MyCompany.com/
{
return undef;
} else {
return 1;

Sean,

  1. Did you also set the Condition drop-down entry to ‘User defined’ ?

  2. Check the RT log for error messages.

  3. Also, to help debug, you can put this kind of thing in the code:

$RT::Logger->debug(“Email is from Help Desk” );

these messages show up in the log.

Steve

3

Stephen,

Thank you for getting back to me on this, yes I did set the condition to
user defined and I was able to get the scrip to work in that it will not
Autoreply to the the one email address I specify. I would like to be
able to have it not send the Autoreply to an entire group but I don’t
know how to write the code for that. I tried to list all the email
addresses in my helpdesk group individually and wasn’t able to get that
going either, I know its just a syntax error. Thanks for the debugging
bit also.

SeanFrom: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Stephen
Turner
Sent: Wednesday, January 16, 2008 6:41 AM
To: Sean McCreadie; rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Disable Auto reply message for a group

At Wednesday 1/16/2008 02:05 AM, Sean McCreadie wrote:

Hello,

I’ve been looking through the wiki and mailing lists trying to find
a solution to this with no success. I’m sure it’s very simple, I’m
just new to this. I need to disable the default Auto reply scrip
for only my Helpdesk team, that way all the unprivileged users will
still receive the Auto reply, but not the HelpDesk team when they
create a ticket. I tried adding this custom condition to the
default scrip and was able to disable it for one email address, but
im hoping there is an easy way to check group membership. Thanks in
advance for all the help.

if ( $self->TransactionObj->Type eq “Create” &&
$self->TicketObj->RequestorAddresses() =~
/MyName@MyCompany.com/
{
return undef;
} else {
return 1;

Sean,

  1. Did you also set the Condition drop-down entry to ‘User defined’ ?

  2. Check the RT log for error messages.

  3. Also, to help debug, you can put this kind of thing in the code:

$RT::Logger->debug(“Email is from Help Desk” );

these messages show up in the log.

Steve

http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

4

Hi Sean,

Are the addresses you want to exclude members of an RT group, or is there
some other way of identifying them (like bob@helpdesk.mycompany.com)?

If they are members of an RT group, it’s not difficult to check to see if
an address is a group member. You can use the group’s
MemberEmailAddresses() or MemberEmailAddressesAsString() methods to grab
the members of the group and then check to see if your address is in
there. The first returns an array of addresses and the second returns a
string.

Regards,
Gene

At 06:49 AM 1/16/2008, Sean McCreadie wrote:

Stephen,

Thank you for getting back to me on this, yes I did set the condition to
user defined and I was able to get the scrip to work in that it will not
Autoreply to the the one email address I specify. I would like to be
able to have it not send the Autoreply to an entire group but I don’t
know how to write the code for that. I tried to list all the email
addresses in my helpdesk group individually and wasn’t able to get that
going either, I know its just a syntax error. Thanks for the debugging
bit also.

Sean

-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Stephen
Turner
Sent: Wednesday, January 16, 2008 6:41 AM
To: Sean McCreadie; rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Disable Auto reply message for a group

At Wednesday 1/16/2008 02:05 AM, Sean McCreadie wrote:

Hello,

I’ve been looking through the wiki and mailing lists trying to find
a solution to this with no success. I’m sure it’s very simple, I’m
just new to this. I need to disable the default Auto reply scrip
for only my Helpdesk team, that way all the unprivileged users will
still receive the Auto reply, but not the HelpDesk team when they
create a ticket. I tried adding this custom condition to the
default scrip and was able to disable it for one email address, but
im hoping there is an easy way to check group membership. Thanks in
advance for all the help.

if ( $self->TransactionObj->Type eq “Create” &&
$self->TicketObj->RequestorAddresses() =~
/MyName@MyCompany.com/
{
return undef;
} else {
return 1;

Sean,

  1. Did you also set the Condition drop-down entry to ‘User defined’ ?

  2. Check the RT log for error messages.

  3. Also, to help debug, you can put this kind of thing in the code:

$RT::Logger->debug(“Email is from Help Desk” );

these messages show up in the log.

Steve

The rt-users Archives

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

The rt-users Archives

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

Gene LeDuc, GSEC
Security Analyst
San Diego State University

5

Sean,

Try changing the action from "Autoreply" to "Notify....". That way the

person creating the ticket will not get an email but everyone else on
the list will. In fact, that is the only difference between an
“Autoreply” action and a “Notify” action. The notify action assumes that
since you’re the one doing the creating, you do not need to be bothered
by an email but sends one to everyone else, whereas an “Autoreply” nails
evryone on the list, period. Good Luck.

Kenn
LBNLOn 1/15/2008 11:05 PM, Sean McCreadie wrote:

Hello,

I�ve been looking through the wiki and mailing lists trying to find a
solution to this with no success. I�m sure it�s very simple, I�m just
new to this. I need to disable the default Auto reply scrip for only my
Helpdesk team, that way all the unprivileged users will still receive
the Auto reply, but not the HelpDesk team when they create a ticket. I
tried adding this custom condition to the default scrip and was able to
disable it for one email address, but im hoping there is an easy way to
check group membership. Thanks in advance for all the help.

if ( $self->TransactionObj->Type eq “Create” &&

 $self->TicketObj->RequestorAddresses() =~ /MyName\@MyCompany\.com/

{

return undef;

} else {

return 1;

Sean McCreadie

IT Support

Canyon Partners, LLC

310 858 4288

The rt-users Archives

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

6

Kenn,

Thanks for the tip on those actions, I didn’t think about that before.
I guess im still a little stuck on this because I need to be able to
disable the Autoreply action for only those members of my RT group
called “Helpdesk” and still have it work for all the unprivileged users.
Gene replied with a way to check group membership in a custom condition,
I think this is the way to go, but I can’t seem to get the syntax right
to get it to work. Maybe there is a way to write in a custom condition
to return undef if the requestor is a privileged user? Perhaps I can
just list all the email addresses of the members of my helpdesk group in
the custom condition? , as there are only about 10 members. I was able
to get it to work for one email address (I pasted the code in the
original post) but I couldn’t figure out how ot list several addresses.
Thanks again for all the help on this, I have learned a lot so far off
this mailing list and hope to contribute more as I get more experience
with RT.

SeanFrom: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Kenneth
Crocker
Sent: Wednesday, January 16, 2008 9:55 AM
To: Sean McCreadie
Cc: rt-users@lists.bestpractical.com
Subject: [Junk released by User action] Re: [rt-users] Disable Auto

Sean,

Try changing the action from "Autoreply" to "Notify....". That

way the
person creating the ticket will not get an email but everyone else on
the list will. In fact, that is the only difference between an
“Autoreply” action and a “Notify” action. The notify action assumes that

since you’re the one doing the creating, you do not need to be bothered
by an email but sends one to everyone else, whereas an “Autoreply” nails

evryone on the list, period. Good Luck.

Kenn
LBNL

Hello,

I’ve been looking through the wiki and mailing lists trying to find a
solution to this with no success. I’m sure it’s very simple, I’m just

new to this. I need to disable the default Auto reply scrip for only
my
Helpdesk team, that way all the unprivileged users will still receive
the Auto reply, but not the HelpDesk team when they create a ticket.
I
tried adding this custom condition to the default scrip and was able
to
disable it for one email address, but im hoping there is an easy way
to
check group membership. Thanks in advance for all the help.

if ( $self->TransactionObj->Type eq “Create” &&

 $self->TicketObj->RequestorAddresses() =~

/MyName@MyCompany.com/

{

return undef;

} else {

return 1;

Sean McCreadie

IT Support

Canyon Partners, LLC

310 858 4288

The rt-users Archives

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

7

Kenn,

Thanks for the tip on those actions, I didn’t think about that before.
I guess im still a little stuck on this because I need to be able to
disable the Autoreply action for only those members of my RT group
called “Helpdesk” and still have it work for all the unprivileged users.
Gene replied with a way to check group membership in a custom condition,
I think this is the way to go, but I can’t seem to get the syntax right
to get it to work. Maybe there is a way to write in a custom condition
to return undef if the requestor is a privileged user? Perhaps I can
just list all the email addresses of the members of my helpdesk group in
the custom condition? , as there are only about 10 members. I was able
to get it to work for one email address (I pasted the code in the
original post) but I couldn’t figure out how ot list several addresses.
Thanks again for all the help on this, I have learned a lot so far off
this mailing list and hope to contribute more as I get more experience
with RT.

Once you have an array with your helpdesk users emails, uses something
like this:

if ( $self->TransactionObj->Type eq “Create” )
{
my @HelpDeskMembersEmails = FIXME;
my $requestor = $self->TicketObj->RequestorAddresses();
if (grep{ lc($requestor) eq lc($_)} @HelpDeskMembersEmails)
{
return undef;
}
}

return 1;

8

Sean,

If your "Helpdesk" group are the only ones who create tickets, then my

idea still works. By going to “notify” instead of “Autoreply”, the
creators of the ticket (the Helpdesk group) will NOT get an email
notification but anyone else on the list will. By the way, when your
Helpdesk group creates tickets, they can indicate another user or id as
the “Requestor” on the ticket and they (helpdesk) will still remain as
the ticket “creators”. By setting the action to “Notify Requestors, …”
the email will still be sent to the requestor(s) on the ticket and the
creators will NOT. Goo Luck!

Kenn
LBNLOn 1/17/2008 8:48 AM, Sean McCreadie wrote:

Kenn,

Thanks for the tip on those actions, I didn’t think about that before.
I guess im still a little stuck on this because I need to be able to
disable the Autoreply action for only those members of my RT group
called “Helpdesk” and still have it work for all the unprivileged users.
Gene replied with a way to check group membership in a custom condition,
I think this is the way to go, but I can’t seem to get the syntax right
to get it to work. Maybe there is a way to write in a custom condition
to return undef if the requestor is a privileged user? Perhaps I can
just list all the email addresses of the members of my helpdesk group in
the custom condition? , as there are only about 10 members. I was able
to get it to work for one email address (I pasted the code in the
original post) but I couldn’t figure out how ot list several addresses.
Thanks again for all the help on this, I have learned a lot so far off
this mailing list and hope to contribute more as I get more experience
with RT.

Sean

-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Kenneth
Crocker
Sent: Wednesday, January 16, 2008 9:55 AM
To: Sean McCreadie
Cc: rt-users@lists.bestpractical.com
Subject: [Junk released by User action] Re: [rt-users] Disable Auto
reply message for a group

Sean,

Try changing the action from “Autoreply” to “Notify…”. That
way the
person creating the ticket will not get an email but everyone else on
the list will. In fact, that is the only difference between an
“Autoreply” action and a “Notify” action. The notify action assumes that

since you’re the one doing the creating, you do not need to be bothered
by an email but sends one to everyone else, whereas an “Autoreply” nails

evryone on the list, period. Good Luck.

Kenn
LBNL

On 1/15/2008 11:05 PM, Sean McCreadie wrote:

Hello,

I’ve been looking through the wiki and mailing lists trying to find a
solution to this with no success. I’m sure it’s very simple, I’m just

new to this. I need to disable the default Auto reply scrip for only
my
Helpdesk team, that way all the unprivileged users will still receive
the Auto reply, but not the HelpDesk team when they create a ticket.
I
tried adding this custom condition to the default scrip and was able
to
disable it for one email address, but im hoping there is an easy way
to
check group membership. Thanks in advance for all the help.

if ( $self->TransactionObj->Type eq “Create” &&

 $self->TicketObj->RequestorAddresses() =~

/MyName@MyCompany.com/

{

return undef;

} else {

return 1;

Sean McCreadie

IT Support

Canyon Partners, LLC

310 858 4288

The rt-users Archives

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

The rt-users Archives

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com