Disable Auto-Reply on Ticket Resolution for A specific Queue

RT Users
1

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.

2

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”);

3
  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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