Email requestors on ticket open from web UI?

RT Users
1

So we want to e-mail a copy of the web interface input to the
requestors when (and only when) the ticket was created via the web ui.

I’m guessing I should have a Scrip with a test for ->IsInbound() to
determine if we opened the ticket for them.

Any gotchas with this? Anybody gone down this road before and had
issues?

Jo Rhett
Net Consonance : consonant endings by net philanthropy, open source
and other randomness

2

So we want to e-mail a copy of the web interface input to the
requestors when (and only when) the ticket was created via the web ui.

I’m guessing I should have a Scrip with a test for ->IsInbound() to
determine if we opened the ticket for them.

Any gotchas with this? Anybody gone down this road before and had
issues?

We query the message attachment for a ‘Received’ header, and if it’s
present we assume an email message; if not we assume a web transaction:

 my $trans = $self->TransactionObj;

 # Get the message attachment
 my $msgattr = $trans->Message->First;

 if ( $msgattr and $msgattr->GetHeader('Received') ) {
# This is an email transaction
 } else {
# This is a web transaction
 }

You probably would add a piece that makes this happen only for a Create
transaction…

Steve

Stephen Turner
Senior Programmer/Analyst - SAIS
MIT IS&T

3

Your suggestion did seem to work, with a custom condition of:

my $trans = $self->TransactionObj;

Only do this for Create

return undef unless( $self->TransactionObj->Type eq “Create” );

Only do this for tickets which weren’t e-mailed in

my $msgattr = $trans->Message->First;
return undef if( $msgattr and $msgattr->GetHeader(‘Received’) );

Otherwise, do the business.

return 1;

However, it does cause an e-mail to be sent out to the requestors and
CCs if an e-mail ticket submission is Cloned, which we’d rather
avoid. Do you have any good ideas about how to avoid that situation?On Feb 25, 2009, at 1:44 PM, Stephen Turner wrote:

On Wed, 25 Feb 2009 15:51:05 -0500, Jo Rhett jrhett@netconsonance.com wrote:

So we want to e-mail a copy of the web interface input to the
requestors when (and only when) the ticket was created via the web
ui.

I’m guessing I should have a Scrip with a test for ->IsInbound() to
determine if we opened the ticket for them.

Any gotchas with this? Anybody gone down this road before and had
issues?

We query the message attachment for a ‘Received’ header, and if it’s
present we assume an email message; if not we assume a web
transaction:

my $trans = $self->TransactionObj;

Get the message attachment

my $msgattr = $trans->Message->First;

if ( $msgattr and $msgattr->GetHeader(‘Received’) ) {

This is an email transaction

} else {

This is a web transaction

}

You probably would add a piece that makes this happen only for a
Create transaction…

Steve

–
Stephen Turner
Senior Programmer/Analyst - SAIS
MIT IS&T

Jo Rhett
Net Consonance : consonant endings by net philanthropy, open source
and other randomness