Disable autoreply on one queue only?

RT Users
1

Hi,

we need to do a bulk import of some emails into tickets, but we want to not
flood the original requestors with “ticket generation autoreplies”.

I see that we can disable autoreply by removing the global scrip that does
that; however, we don’t really want to remove it (and disable autoreplies
for other queues…) just because we want to do this one bulk import.

Is there an easy way to do this without taking our install offline
temporarily, and without having to simply induce administrative downtime for
the rest of the install?

[I apologize in advance if this is a real newbie question… I’m afraid that it probably is.]

–elijah

2

Hi,

we need to do a bulk import of some emails into tickets, but we want to not
flood the original requestors with “ticket generation autoreplies”.

I see that we can disable autoreply by removing the global scrip that does
that; however, we don’t really want to remove it (and disable autoreplies
for other queues…) just because we want to do this one bulk import.

Is there an easy way to do this without taking our install offline
temporarily, and without having to simply induce administrative downtime for
the rest of the install?

Depending of your setup, you can flush your mailq on the RT server, then
block the smtp port using iptables, then import your mails, then remove
all outgoing messages from the smtp queue, then reopen the smtp port.

Or you can edit the autoreply scrips and change the condition to be user
defined and write a custom condition wich never match, then import, then
revert the condition.

You can also edit the RT configuration file to change $SendmailPath to
/bin/true, this will disable all outgoing emails from RT.

Remember that some of the previous solutions disable all the RT outgoing
emails, so if your users continues to use RT during the import, their
answer will never go out.

Last idea, add to all your emails to import, a custom header to identify
them, then change the condition in autoreply scrip to filter on this
header. This way will not disturb your users.

3

Elijah Wright wrote:

Hi,

we need to do a bulk import of some emails into tickets, but we want
to not flood the original requestors with “ticket generation autoreplies”.

I see that we can disable autoreply by removing the global scrip that
does that; however, we don’t really want to remove it (and disable
autoreplies for other queues…) just because we want to do this one
bulk import.

Is there an easy way to do this without taking our install offline
temporarily, and without having to simply induce administrative
downtime for the rest of the install?
There is an extension written by Dirk Pape which allows you to disable
scrips on a global and at queue level. Took some searching but here is
the URL to it:
http://page.mi.fu-berlin.de/pape/rt3/patches/rt
Look for deactivate scrip-3.6.patch if you’re using RT3.6.x

Joop

4

Hi RT List,

I remember some weeks ago a bigger threat regarding searches with
CurrentUser inside.

Today i tried to create a global SavedSearch like this: AdminCc.Name =
‘CurrentUser’ AND ( Status = ‘new’ OR Status = ‘open’ )

I copied this from My Tickets: Owner = ‘CurrentUser’ AND ( Status =
‘new’ OR Status = ‘open’ )

I also tried AdminCc.Name like ‘CurrentUser’ both without success.

I’m using RT 3.6.5 (not the lastest patches and Updates installed).

Did i missed something during the last weeks???

Is there any solution for this???

Thanks

Torsten
Kuhne + Nagel (AG & Co.) KG, Geschaftsleitung: Hans-Georg Brinkmann (Vors.), Uwe Bielang (Stellv.), Bruno Mang, Alfred Manke, Thorsten Meincke, Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn (Stellv.), Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Personlich haftende Gesellschaft: Kuhne & Nagel A.G., Sitz: Contern/Luxemburg Geschaftsfuhrender Verwaltungsrat: Klaus-Michael Kuhne

5

Hi RT List,

I remember some weeks ago a bigger threat regarding searches with
CurrentUser inside.

Today i tried to create a global SavedSearch like this: AdminCc.Name =
‘CurrentUser’ AND ( Status = ‘new’ OR Status = ‘open’ )

I copied this from My Tickets: Owner = ‘CurrentUser’ AND ( Status =
‘new’ OR Status = ‘open’ )

I also tried AdminCc.Name like ‘CurrentUser’ both without success.

I’m pretty sure that CurrentUser = User.id, not User.Name :frowning:

So try either AdminCc.Id = ‘CurrentUser’.

Here I have search with Requestor.Id = ‘CurrentUser’ which works.

6

Hi Emmanuel,

You are great! Thanks again for your help :slight_smile:

Its working perfect!!!

Torsten