Notification Bogosity

Say that I want a Requestor to get an AutoReply when they create a ticket.
“Ah,” you say, “Nothing could be easier, try the Global Scrip:”

              On Create Autoreply To Requestors with template Autoreply

Say that I want to allow my users to automatically set CCs during their
initial submissions-via-email. “Ah,” you say, “Trivially easy, using the
minorly ugly (not to mention risk) hack, configured in RT_SiteConfig.pm:”

                               Set($ParseNewMessageForTicketCcs , "1");

Say, however, that I want the people CC:d on that initial message to
actually get a copy of the message from RT, so that they won’t just
respond to the message directly from the requestor, create another ticket,
and annoy the response staff unnecessarily.
“Slightly trickier,” you say, “but doable, using the following scrip:”

          On Create Notify Requestors and Ccs with template Transaction

But here’s the kicker. This works out okay – the CC:s get a copy of the
mail that opens the ticket, so they can (hopefully) respond to that. Only
problem is, the Requestor now gets two responses – one, an Autoreply, and
one, a Transaction.

This is lame. Has anyone else found a more clever way to achieve this?
I’m to the point of either breaking open rt-mailgate and putting in the
ability to put in CC: headers in some weird way, so that RT can send them
out itself, or printing out a copy of
http://www.bestpractical.com/rt/docs/3.0/appendix3-scrips.txt and starting
to wave it around and say “Hey, where’s the ‘Notify All Watchers’ action
that’s documented here?” whenever I run across my favorite RT developers.

:slight_smile:

Adam

The universe consists almost entirely of nothing, and yet attics overflow.
adam@baz.org http://web.baz.org/~adam/ - J.P. Scott

Adam Hirsch wrote:

But here’s the kicker. This works out okay – the CC:s get a copy of the
mail that opens the ticket, so they can (hopefully) respond to that. Only
problem is, the Requestor now gets two responses – one, an Autoreply, and
one, a Transaction.

So, disable the AutoReply scrip, or turn of $NotifyActor…
�|� http://www.bestpractical.com/rt – Trouble Ticketing. Free.

With a little help from some friends gracious enough not to take umbrage at
my trash talking, I made two additions to my ScripActions.

Notify Ccs:

insert into ScripActions (Name,Description,ExecModule,Argument)
values (“Notify Ccs”,“Sends mail to Ccs”,“Notify”,“Cc”);

and Notify All Watchers:

insert into ScripActions (Name,Description,ExecModule,Argument)
values
(“Notify All Watchers”,“Sends mail to All Watchers”,“Notify”,“Requestor,Owner,AdminCc,Cc,OtherRecipientes”);

This will let me simplify my notification rules a bit, figured I’d share.

Adam

Yes, people can contrive misleading statistics. That’s nothing
compared with their ability to script tailored anecdotes. Think of it
this way: An anecdote is just a statistic with a sample size of one.
You can “prove” anything at all that way. - Bob Lewis adam@baz.org

Adam,

I’d like to implement these modifications. Where did you put the
additions?

Thank You,

JasonOn Mar 4, 2004, at 2:03 PM, Adam Hirsch wrote:

With a little help from some friends gracious enough not to take
umbrage at
my trash talking, I made two additions to my ScripActions.

Notify Ccs:

insert into ScripActions (Name,Description,ExecModule,Argument)
values (“Notify Ccs”,“Sends mail to Ccs”,“Notify”,“Cc”);

and Notify All Watchers:

insert into ScripActions (Name,Description,ExecModule,Argument)
values
(“Notify All Watchers”,“Sends mail to All
Watchers”,“Notify”,“Requestor,Owner,AdminCc,Cc,OtherRecipientes”);

This will let me simplify my notification rules a bit, figured I’d
share.

Adam


Yes, people can contrive misleading statistics. That’s nothing
compared with their ability to script tailored anecdotes. Think of it
this way: An anecdote is just a statistic with a sample size of one.
You can “prove” anything at all that way. - Bob Lewis
adam@baz.org


rt-users mailing list
rt-users@lists.bestpractical.com
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Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

Oh wait. I see. You’re not writing an overlay or anything. You just
added a row to the database table called ScripActions. Simple enough.
Thanks!

-JasonOn Jul 19, 2004, at 2:05 PM, Jason Grigsby wrote:

Adam,

I’d like to implement these modifications. Where did you put the
additions?

Thank You,

Jason

On Mar 4, 2004, at 2:03 PM, Adam Hirsch wrote:

With a little help from some friends gracious enough not to take
umbrage at
my trash talking, I made two additions to my ScripActions.

Notify Ccs:

insert into ScripActions (Name,Description,ExecModule,Argument)
values (“Notify Ccs”,“Sends mail to Ccs”,“Notify”,“Cc”);

and Notify All Watchers:

insert into ScripActions (Name,Description,ExecModule,Argument)
values
(“Notify All Watchers”,“Sends mail to All
Watchers”,“Notify”,“Requestor,Owner,AdminCc,Cc,OtherRecipientes”);

This will let me simplify my notification rules a bit, figured I’d
share.

Adam


Yes, people can contrive misleading statistics. That’s nothing
compared with their ability to script tailored anecdotes. Think of it
this way: An anecdote is just a statistic with a sample size of one.
You can “prove” anything at all that way. - Bob Lewis
adam@baz.org


rt-users mailing list
rt-users@lists.bestpractical.com
http://lists.bestpractical.com/mailman/listinfo/rt-users

Have you read the FAQ? The RT FAQ Manager lives at
http://fsck.com/rtfm


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

Be sure to check out the RT wiki at http://wiki.bestpractical.com