Not sending auto response from certain from addresses

All -

Is it possible for RT to add an email into a ticket, however do not
send an auto response, just for certain from addresses?

Thanks!

You probably need to check this out;
http://wiki.bestpractical.com/view/OnCreateAutoReplyException

Regards,

AaronOn Tue, Nov 17, 2009 at 7:45 AM, Tyler Hall tyler@tylerhall.net wrote:

All -

Is it possible for RT to add an email into a ticket, however do not
send an auto response, just for certain from addresses?

Thanks!


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Hi Tyler,

Sorry, I put you a little wrong before. I have done some looking and
testing. It appears what you want to do is actually override the template
rather than the Scrip to stop that resolve email going out.

For example my Global - Email on Resolve scrip uses a global template in the
Name of Resolve. To overide this at the queue level just create a new
template with exactly the same name as your global one uses.

[image:
?ui=2&view=att&th=125514c44c933027&attid=0.1&disp=attd&realattid=ii_125514c44c933027&zw]

The screeshot shows my one from our testing queue. I have just created the
Resolve template again at the queue level, just leave all the content
blank. RT then should not send an email at all. You can do the same for
the autoreply on Create scrip.

Regards,*

*Aaron Guise

07 838 7793
027 212 6638
aaron@guise.net.nz

MSN: guisea@hotmail.com
Contact Me [image: Facebook] http://www.facebook.com/shadysandmanOn Tue, Dec 1, 2009 at 10:23 PM, Aaron Guise aaron@guise.net.nz wrote:

Hmmm, I’ll check our environment out tomorrow and let you know what I
find.

On Tue, Dec 1, 2009 at 5:37 AM, Tyler Hall tyler@tylerhall.net wrote:

Hey Aaron -

I got a change to try it out today, but it doesn’t seem to write.
Scrip 3 is the script that sends the auto response, so I duplicated it
for the abuse queue, but it doesn’t seem to do anything…

On Sun, Nov 29, 2009 at 5:16 PM, Tyler Hall tyler@tylerhall.net wrote:

Thanks Aaron! I’ll try it out, been out of the office all week due
to the holiday.

On Wed, Nov 25, 2009 at 12:20 AM, Aaron Guise aaron@guise.net.nz wrote:

Hi Tyler,
That should be simple, you should not even need to touch perl to do
this.

Just simply overriding the script that sends the email should do the
trick.
For Example:
In your Abuse Queue create a scrip with the same name e.g.
OnResolve(Whatever) Set it to use template blank, this then will not
send a

notification. You would need to do this for any of the global scrips
which

you would like to override the default action. I hope this makes some
sense, if not then let me know.

Regards,

Aaron

On Fri, Nov 20, 2009 at 8:22 AM, Tyler Hall tyler@tylerhall.net wrote:

Great, that works wonders.

Sadly, I believe this is perl and perl isn’t my strong point.

I have one less request, I am willing to pay.

I was hoping these same conditions could work for certain queues… I
have a queue called ‘Abuse’ that when someone sends to, or resolves
from I would prefer not to send out the auto response/closure email,
is that something you think you could code up for me?

Thanks,
–Tyler

On Tue, Nov 17, 2009 at 7:28 PM, Aaron Guise aaron@guise.net.nz wrote:

Yeah,

You need to put that script into the scrip that sends the resolve
email

too.

Mine looks like this;

my @exceptionList = (‘gentrack@ham.sitel.co.nz’,
‘hamdb02@ham.sitel.co.nz’,
‘gentrack@genesisenergy.co.nz’,
‘root@hamrt01.ham.sitel.co.nz’,
‘genfax@sanderson.co.nz’);

my $transactionType = $self->TransactionObj->Type;
my $transactionField = $self->TransactionObj->Field;
my $transactionVal = $self->TransactionObj->NewValue;
my $ticketRequestor = lc($self->TicketObj->RequestorAddresses);

if ($transactionType eq ‘Status’ && $transactionField eq ‘Status’ &&
$transactionVal eq ‘resolved’ ) {
return if grep { $ticketRequestor eq lc($_) } @exceptionList;
return 1;
}
return;


Regards,

Aaron

On Wed, Nov 18, 2009 at 8:34 AM, Tyler Hall tyler@tylerhall.net wrote:

Thanks so much!

Do you know if there’s a similar script for ‘Resolve’? I changed
the

custom code from ‘Create’ to ‘Resolve’ (and ‘Resolved’) but it
didn’t

seem to work.

Thanks,
Tyler

On Mon, Nov 16, 2009 at 7:58 PM, Aaron Guise aaron@guise.net.nz wrote:

You probably need to check this out;
http://wiki.bestpractical.com/view/OnCreateAutoReplyException


Regards,

Aaron

On Tue, Nov 17, 2009 at 7:45 AM, Tyler Hall <tyler@tylerhall.net wrote:

All -

Is it possible for RT to add an email into a ticket, however do
not

send an auto response, just for certain from addresses?

Thanks!


http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly
Media.

Buy a copy at http://rtbook.bestpractical.com