No outgoing mail from external correspondence

RT Users
1

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Hi,

If an external e-mail is received from $someone and it is attached to an
existing ticket, than the $requestor will receive a copy of the mail of
that $someone (unless $requestor and $someone are one and the same
user). Right?

I want to change this behaviour in our setup. We would like to have
mail RT if one of the priviliged users is using the Reply link from
within the RT webinterface, but we don’t want incoming e-mail to be
forwarded to anyone by e-mail. It should be attached to the ticket and,
if needed, the status should be updated from $whatever to “open”.

I can think of two approaches:

  1. Removing or changing the (built-in) scrips responsible for sending
    out mail and make sure the update status feature remains intact.

  2. Change the way external e-mail is inserted into RT, instead of using
    “correspondence”, change to “comment”. This needs an additional
    script, that will change the status if needed.

Which way would be the best (and/or eassiest) way?

Thank you in advance for your help…

Rejo Zenger rejo@zenger.nl - http://rejo.zenger.nl - PGP 0x75FC50F3
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2

If an external e-mail is received from $someone and it is attached to an
existing ticket, than the $requestor will receive a copy of the mail of
that $someone (unless $requestor and $someone are one and the same
user). Right?

I want to change this behaviour in our setup. We would like to have
mail RT if one of the priviliged users is using the Reply link from
within the RT webinterface, but we don’t want incoming e-mail to be
forwarded to anyone by e-mail. It should be attached to the ticket and,
if needed, the status should be updated from $whatever to “open”.

We do most of our correspondence by e-mail too. Here’s how to avoid
mails get sent to requestors if the correspondence got added via mail.

On Correspond Notify Requestors and Ccs with global template Correspondence:
change “On correspond” to “User defined” with this code:
if ($self->TransactionObj->Type eq "Correspond’) {
#$RT::Logger->debug("XXX Scrip 5: correspondence: from " .
# $self->TransactionObj->CreatorObj->Name . “\n”);

my $msg = $self->TransactionObj->Attachments->First;
# The next line is just my paranoia speaking:
return 0 unless $msg;

if ($msg->GetHeader('From') and ($msg->GetHeader('To') or $msg->GetHeader('Cc'))) {
    $RT::Logger->debug("XXX Scrip 5: Seems to be an email comment");
    return 0;
} else {
    $RT::Logger->debug("XXX Scrip 5: Decided to Notify Requestors and Ccs");
    return 1;
}

}

return 0;

Based on work other people posted here before.

-- Niels.

                          The idle mind is the devil's playground