Disable Auto-Reply on Ticket Resolution for A specific Queue

Hi All

I would like to disable autoreplies to the requestor in the case where a
ticket is resolved in a specific queue. This is because the original
requestor address is another helpdesk (NOC) that does not want responses.

The scenario I’m working with is as follows:

  1. Ticket is created in Queue #1
  2. Ticket is moved to Queue #2 and resolved

Tickets resolved in Queue #1 must still generate autoreplies upon
resolution, but Tickets resolved in Queue #2 must not.

What would be the best way to configure this in RT3.6 (installed from the
Debian Packages)?

Thanks in Advance,
Traiano Welcome

There is no Spoon.

On Fri, 17 Apr 2009 14:23:20 +0200, "Traiano Welcome"
traiano@gmail.com said:

I would like to disable autoreplies to the requestor in the case where a
ticket is resolved in a specific queue. This is because the original
requestor address is another helpdesk (NOC) that does not want responses.

The scenario I’m working with is as follows:

  1. Ticket is created in Queue #1
  2. Ticket is moved to Queue #2 and resolved

Tickets resolved in Queue #1 must still generate autoreplies upon
resolution, but Tickets resolved in Queue #2 must not.

Modify the “On Resolve Notify Requestor” scrip, set a custom condition,
I think this will work:

return($self->TransactionObj->Type eq “Resolve” &&
$self->TicketObj->QueueObj->Name ne “Queue2”);

  1. Ticket is created in Queue #1
  2. Ticket is moved to Queue #2 and resolved

Tickets resolved in Queue #1 must still generate autoreplies upon
resolution, but Tickets resolved in Queue #2 must not.

I think you’re better off creating a new ticket for Queue #2 that is
depended on by the ticket in Queue #1, where the requestor of the ticket in
Queue #2 is the owner of the ticket in Queue #1, but that’s just me.

– ============================
Tom Lahti
BIT Statement LLC

(425)251-0833 x 117
http://www.bitstatement.net/
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