New ticket created as resolved

Hello All:

I would like a specific email notification sent when a new ticket has been created as resolved so I’ve implemented the code found at:

http://wiki.bestpractical.com/index.cgi?OnCreateResolved
http://marc.theaimsgroup.com/?l=rt-users http://marc.theaimsgroup.com/?l=rt-users&m=111587711914525&w=2 &m=111587711914525&w=2

as a global scrip with a specific template =====>>> it does not work. I’ve followed the directions exactly as stated. The only email that get sent is to the requestor regarding the creation of the ticket. I have also tried mapping the scrip to the queues instead of being global. I tried replacing the template with all of the other global templates … still without any luck.

Does anyone have any idea what I may have missed?

Iris

I would like a specific email notification sent when a new ticket has
been created as resolved so I’ve implemented the code found at:

I had an easier time using a custom template rather than a scrip. The
template is activated on ticket create. If the status is new, open or
stalled it inserts some text. If the status is resolved, it inserts
different text. I’ve appended the template below; have a look. There may
be some odd EOL characters when my mailreader wraps the text.

Obligatory disclaimer: I grew up programming BASIC and Pascal. It shows.

Rick R.

Template Autoreply (Conditional):

{
if ( ($Ticket->Status eq ‘new’) || ($Ticket->Status eq ‘open’) ||
($Ticket->Status eq ‘stalled’) )
{
$OUT .=
“Thank you for submitting a request regarding:
”.$Ticket->Subject()."

Your request has been assigned ticket number [".$rtname."
#".$Ticket->id()."].

Please include [".$rtname." #".$Ticket->id()."] in the Subject line
of all correspondence about this request for help. A copy of your
request is included below for your reference.
";
}
elsif ($Ticket->Status eq ‘resolved’)
{
$OUT .=
“Thank you for contacting the Information Technology Help Desk.
For record-keeping purposes, we have assigned a ticket number
to your request: [”.$rtname." #".$Ticket->id()."]

Since we resolved your problem during our conversation, you
will not receive further e-mails about this issue. If you
have any questions or comments, please contact us at xHELP
(x4357, 713-348-4357) or helpdesk@rice.edu and we will be
happy to assist you.

A copy of your request is included below for your reference.
";
}
}

You may review this request at

{$RT::WebURL}Ticket/Display.html?id={$Ticket->id}

                     Thank you,
                     Rice University, Information Technology
                     {$Ticket->QueueObj->CorrespondAddress()}

{$Transaction->Content()}

(end template)

For computer help, call xHELP (x4357 or 713-348-4357)
On the web: http://helpdesk.rice.edu/
Rick Russell
Helpdesk Supervisor, Client Services
IT/Academic & Research Computing
Rice University
Voice: 713.348.5267 Fax: 713.348.6099
OpenPGP/GnuPG Public Key at ldap://certificate.rice.edu
761D 1C20 6428 580F BD98 F5E5 5C8C 56CA C7CB B669

I tried this code but it only works if the user is a super user -> does not work for regular/priviledged user accounts.

Under Global-> Group Rights -> Everyone
I have set the current rights to:

ModifyCustomField
ModifySelf
SeeCustomField

Next, I’ve given specific rights to groups & queues. Do you have any idea why it does not work? Thanks for your time.

Regards,

IrisFrom: Rick Russell [mailto:rickr@rice.edu]
Sent: Wednesday, June 22, 2005 3:37 PM
To: Brookes, Iris; rt-users@lists.bestpractical.com
Subject: Re: [rt-users] New ticket created as resolved

I would like a specific email notification sent when a new ticket has
been created as resolved so I’ve implemented the code found at:

I had an easier time using a custom template rather than a scrip. The
template is activated on ticket create. If the status is new, open or
stalled it inserts some text. If the status is resolved, it inserts
different text. I’ve appended the template below; have a look. There may
be some odd EOL characters when my mailreader wraps the text.

Obligatory disclaimer: I grew up programming BASIC and Pascal. It shows.

Rick R.

Template Autoreply (Conditional):

Subject: {$Ticket->Subject}

{
if ( ($Ticket->Status eq ‘new’) || ($Ticket->Status eq ‘open’) ||
($Ticket->Status eq ‘stalled’) )
{
$OUT .=
“Thank you for submitting a request regarding:
”.$Ticket->Subject()."

Your request has been assigned ticket number [".$rtname."
#".$Ticket->id()."].

Please include [".$rtname." #".$Ticket->id()."] in the Subject line
of all correspondence about this request for help. A copy of your
request is included below for your reference.
";
}
elsif ($Ticket->Status eq ‘resolved’)
{
$OUT .=
“Thank you for contacting the Information Technology Help Desk.
For record-keeping purposes, we have assigned a ticket number
to your request: [”.$rtname." #".$Ticket->id()."]

Since we resolved your problem during our conversation, you
will not receive further e-mails about this issue. If you
have any questions or comments, please contact us at xHELP
(x4357, 713-348-4357) or helpdesk@rice.edu and we will be
happy to assist you.

A copy of your request is included below for your reference.
";
}
}

You may review this request at

{$RT::WebURL}Ticket/Display.html?id={$Ticket->id}

                     Thank you,
                     Rice University, Information Technology
                     {$Ticket->QueueObj->CorrespondAddress()}

{$Transaction->Content()}

(end template)

For computer help, call xHELP (x4357 or 713-348-4357)
On the web: http://helpdesk.rice.edu/
Rick Russell
Helpdesk Supervisor, Client Services
IT/Academic & Research Computing
Rice University
Voice: 713.348.5267 Fax: 713.348.6099
OpenPGP/GnuPG Public Key at ldap://certificate.rice.edu
761D 1C20 6428 580F BD98 F5E5 5C8C 56CA C7CB B669