New ticket -> send email to requestor

RT Users
1

Hi

Quick question, is it possible to set up rt so that when a new ticket is
created by an admin, and the requestor is set to != admin, rt will send
out an email to the “requestor”, with any attached files if present?

And I don’t want to send out this when a “normal” ticket is created, i.e
when someone sends an email to the queue I don’t want them to get as
response.

So what I want is:

Admin create → sets requestor test@test.com → email to test@test.com
and
test@test.com → queue → mail to admins

sorry if this is not understandable, it’s to late to think.

Cheers
Robert

2

Since nobody has answered I might add some notes.

How do I find out if a ticket was created by the webui in a scrip, and
not created by an email?

Best regards
/Robert

Robert Lindgren wrote:

3

I don’t think RT is able to find this out, because both tickets are created in the same way, exept for the initial processing of the mail.

SamuelFrom: Robert Lindgren [mailto:r@orcafat.com]
Sent: Tuesday,13 January,2004 16:32
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] New ticket → send email to requestor

Since nobody has answered I might add some notes.

How do I find out if a ticket was created by the webui in a scrip, and not created by an email?

Best regards
/Robert

Robert Lindgren wrote:

Hi

Quick question, is it possible to set up rt so that when a new ticket
is created by an admin, and the requestor is set to != admin, rt will
send out an email to the “requestor”, with any attached files if present?

And I don’t want to send out this when a “normal” ticket is created,
i.e when someone sends an email to the queue I don’t want them to get
as response.

So what I want is:

Admin create → sets requestor test@test.com → email to test@test.com
and test@test.com → queue → mail to admins

sorry if this is not understandable, it’s to late to think.

Cheers
Robert

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4

Senoner Samuel wrote:

I don’t think RT is able to find this out, because both tickets are
created in the same way, exept for the initial processing of the mail.

Bruce Campbell’s “Incoming Email” ScripCondition for RT2
should give enough clues to get you started.

http://www.fsck.com/pub/rt/contrib/2.0/IncomingEmail/

From: Robert Lindgren [mailto:r@orcafat.com]
How do I find out if a ticket was created by the webui in a scrip,
and not created by an email?

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