Handling RT responses via email

I’m currently migrating to RT from another system that does everything via email (no web-based submissions). I would like to continue to make sure this method is an option for our support department (even though we will allow them to use the web interface if they like). I’ve run into a bit of a snag with this implementation

I’m using the following scrips to make sure agents are notified when they get a reply from a customer, and to make sure customers get a reply when the agent responds via email:

OCorrespond NotifyOwner with template Correspondence
OnCorrespond NotifyRequestors with template Correspondence

This works great except for the following scenario:

– Agent gets email in his inbox from RT w/ customers request
– Agent presses “reply” and responds and the messages goes back to RT
– RT sends reply to customer
– RT sends reply to agent

The problem is that in any scenario I can think of, the agent will get a copy of his own reply sent back to him. While the customer never notices anything, this is terribly annoying for the agent.

Any thoughts on a work around would be appreciated.

Brian

Brian Shellabarger wrote:

– Agent gets email in his inbox from RT w/ customers request
– Agent presses “reply” and responds and the messages goes back to RT
– RT sends reply to customer
– RT sends reply to agent

The problem is that in any scenario I can think of, the agent will
get a copy of his own reply sent back to him. While the customer never
notices anything, this is terribly annoying for the agent.

Are you sure ?

http://www.fsck.com/rtfm/article.html?id=5#73
Phil Homewood, Systems Janitor, www.SnapGear.com
pdh@snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - Custom Embedded Solutions and Security Appliances

Phil Homewood hath declared on Fri, 8 Nov 2002 06:40:18 +1000 :-:

– RT sends reply to customer
– RT sends reply to agent

Are you sure ?

http://www.fsck.com/rtfm/article.html?id=5#73

As it happens I disagree with this behaviour,
I would rather get an email when I reply or comment to a ticket.

Unfortunately my perl-fu is weak and I cant figure out
where the email of the person performing the action
is removed from the recipients.

Could someone kindly point me to the relavent peice of code ?

Cheers.

  • bobb

Phil Homewood hath declared on Fri, 8 Nov 2002 06:40:18 +1000 :-:

http://www.fsck.com/rtfm/article.html?id=5#73

As it happens I disagree with this behaviour,
I would rather get an email when I reply or comment to a ticket.

Could someone kindly point me to the relavent peice of code ?

RT::Action::Notify (lib/RT/Action/Notify.pm), at the end of the file.
All you’ll need to do is to comment out the grep lines.

As always when changing code that mod_perl might have cached, you’ll need
to do a proper stop and start before the WebUI will acknowledge this
change.[1]

                         Bruce Campbell                            RIPE
               Systems/Network Engineer                             NCC
             www.ripe.net - PGP562C8B1B             Operations/Security

[1] Actually I don’t think mod_perl caches RT::Condition::Foo or
RT::Action::Bar due to the evals, but I’m not sure.