Notify Requestor on Requestor change

Helmuth_Ramirez · September 28, 2006, 9:27pm

Hi all,
In our environment it is common for us to forward an e-mail to RT to
convert it into a ticket. Once it’s a ticket we can change the
requestor (since by default it would be us). We do it like this to
avoid the cut and paste alternative.

So, with that said, is there a way to…let me rephrase that, I KNOW RT
can do it, I just don’t know how. We would like to change the requestor
and upon doing so the new requestor be notified. I checked the default
conditions, and they involve all the ‘Change’ items (Status, Priority,
Owner, Queue) except Requestor

Any help would be REALLY appreciated.

Cheers!!

Toby_Darling · October 2, 2006, 11:18am

Hi Helmuth

In our environment it is common for us to forward an e-mail to RT to
convert it into a ticket. Once it’s a ticket we can change the
requestor (since by default it would be us). We do it like this to
avoid the cut and paste alternative.

Depending on what email client you’re using, you may be able to ‘bounce’
or ‘redirect’ email so that “the right thing ™” happens when RT gets
the email in the first place - original sender is set as requestor and
they get the autoresponse.

I’m using Mail Redirect (http://mailredirect.mozdev.org/) with
Thunderbird, and it’s fine.

Cheers
Toby

Helmuth_Ramirez · October 2, 2006, 4:18pm

Thanks Toby, that wouldn’t be too bad, but then we’d have to be
cognizant to do that with every message we forward as well as making
this work with Outlook (yeah, we’re an MS shop).

Even setting the forwarding of e-mails to tickets aside, it would be a
nice thing for us to be able to notify any new requestors they’ve been
added to a ticket.From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Toby
Darling
Sent: Monday, October 02, 2006 7:18 AM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Notify Requestor on Requestor change

Hi Helmuth

In our environment it is common for us to forward an e-mail to RT to
convert it into a ticket. Once it’s a ticket we can change the
requestor (since by default it would be us). We do it like this to
avoid the cut and paste alternative.

Depending on what email client you’re using, you may be able to ‘bounce’

or ‘redirect’ email so that “the right thing ™” happens when RT gets
the email in the first place - original sender is set as requestor and
they get the autoresponse.

I’m using Mail Redirect (http://mailredirect.mozdev.org/) with
Thunderbird, and it’s fine.

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

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Helmuth_Ramirez · October 5, 2006, 10:36pm

Hey guys,
I hate to be that guy that brings up old requests…buuuuut, can
someone give me some advice on this?

I’d really appreciate it.

Thanks everyone :)-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Helmuth
Ramirez
Sent: Thursday, September 28, 2006 5:27 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Notify Requestor on Requestor change

Hi all,
In our environment it is common for us to forward an e-mail to RT to
convert it into a ticket. Once it’s a ticket we can change the
requestor (since by default it would be us). We do it like this to
avoid the cut and paste alternative.

So, with that said, is there a way to…let me rephrase that, I KNOW RT
can do it, I just don’t know how. We would like to change the requestor
and upon doing so the new requestor be notified. I checked the default
conditions, and they involve all the ‘Change’ items (Status, Priority,
Owner, Queue) except Requestor

Any help would be REALLY appreciated.

Cheers!!
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

Roy_El-Hames · October 6, 2006, 9:34am

Hi Hemuth;
I have n’t RT available to me now but from memory; I think your
Condition should be on create with user defined action, I am not sure
how you’ll want to grab the new requestor (ie the original customer
email address) , but when you do have it your custom action can be
something similar to:

$self->TicketObj->AddWatcher(Type=>‘Requestor’, Email =>
$CustomerEmailAddress);

If you want to remove the staff member requestor --who forwarded the
message-- you do :

$self->TicketObj->DeleteWatcher(Type=>‘Requestor’, Email =>
$StaffEmailAddress);

And then you set your template the Autoreply.
Possibly you’ll need to delete the default scrip On Create AutoReply to
requestor on Create
Good luck
Roy

Helmuth Ramirez wrote:

Helmuth_Ramirez · October 6, 2006, 6:51pm

Thanks Roy! Thanks for the taking the time to tell me that. I’ll do
some testing on my end and see what I come up with!From: Roy El-Hames [mailto:rfh@pipex.net]
Sent: Friday, October 06, 2006 5:35 AM
To: Helmuth Ramirez
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Notify Requestor on Requestor change

Hi Hemuth;
I have n’t RT available to me now but from memory; I think your
Condition should be on create with user defined action, I am not sure
how you’ll want to grab the new requestor (ie the original customer
email address) , but when you do have it your custom action can be
something similar to:

$self->TicketObj->AddWatcher(Type=>‘Requestor’, Email =>
$CustomerEmailAddress);

If you want to remove the staff member requestor --who forwarded the
message-- you do :

$self->TicketObj->DeleteWatcher(Type=>‘Requestor’, Email =>
$StaffEmailAddress);

And then you set your template the Autoreply.
Possibly you’ll need to delete the default scrip On Create AutoReply to
requestor on Create
Good luck
Roy

Helmuth Ramirez wrote:

Hey guys,
I hate to be that guy that brings up old requests…buuuuut, can
someone give me some advice on this?

I’d really appreciate it.

Thanks everyone

-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Helmuth
Ramirez
Sent: Thursday, September 28, 2006 5:27 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Notify Requestor on Requestor change

Hi all,
In our environment it is common for us to forward an e-mail to RT to
convert it into a ticket. Once it’s a ticket we can change the
requestor (since by default it would be us). We do it like this to
avoid the cut and paste alternative.

So, with that said, is there a way to…let me rephrase that, I KNOW
RT
can do it, I just don’t know how. We would like to change the
requestor
and upon doing so the new requestor be notified. I checked the
default
conditions, and they involve all the ‘Change’ items (Status, Priority,
Owner, Queue) except Requestor

Any help would be REALLY appreciated.

Cheers!!

The rt-users Archives

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

The rt-users Archives

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Commercial support: sales@bestpractical.com

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Helmuth_Ramirez · January 10, 2007, 11:49pm

Hi all,
I finally got around to trying this out and was unfortunately
unsuccessful. Of course there is a VERY high likelihood I did something
wrong. What I would like to accomplish is notify the new Requestor when
we change Requestors manually on a ticket (that way they know they have
a ticket open).

Based on Roy’s e-mail below here is exactly what I did:

Go to New Scrip screen
Description: RequestorChange
Condition: -
Action: User Defined
Template: Global template: Autoreply
Stage: TransactionCreate

Custom Condition: blank

Custom action preparation code:
$self->TicketObj->AddWatcher(Type=>‘Requestor’, Email =>
$CustomerEmailAddress);

Custom action cleanup code: blank

Thanks everyone!From: Roy El-Hames [mailto:rfh@pipex.net]
Sent: Friday, October 06, 2006 5:35 AM
To: Helmuth Ramirez
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Notify Requestor on Requestor change

Hi Hemuth;
I have n’t RT available to me now but from memory; I think your
Condition should be on create with user defined action, I am not sure
how you’ll want to grab the new requestor (ie the original customer
email address) , but when you do have it your custom action can be
something similar to:

$self->TicketObj->AddWatcher(Type=>‘Requestor’, Email =>
$CustomerEmailAddress);

If you want to remove the staff member requestor --who forwarded the
message-- you do :

$self->TicketObj->DeleteWatcher(Type=>‘Requestor’, Email =>
$StaffEmailAddress);

And then you set your template the Autoreply.
Possibly you’ll need to delete the default scrip On Create AutoReply to
requestor on Create
Good luck
Roy

Helmuth Ramirez wrote:

Hey guys,
I hate to be that guy that brings up old requests…buuuuut, can
someone give me some advice on this?

I’d really appreciate it.

Thanks everyone

-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Helmuth
Ramirez
Sent: Thursday, September 28, 2006 5:27 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Notify Requestor on Requestor change

Hi all,
In our environment it is common for us to forward an e-mail to RT to
convert it into a ticket. Once it’s a ticket we can change the
requestor (since by default it would be us). We do it like this to
avoid the cut and paste alternative.

So, with that said, is there a way to…let me rephrase that, I KNOW
RT
can do it, I just don’t know how. We would like to change the
requestor
and upon doing so the new requestor be notified. I checked the
default
conditions, and they involve all the ‘Change’ items (Status, Priority,
Owner, Queue) except Requestor

Any help would be REALLY appreciated.

Cheers!!

The rt-users Archives

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

The rt-users Archives

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

Roy_El-Hames · January 11, 2007, 1:29pm

Hi Helmuth;
forgive me if this is a silly question but do you have a value for
$CustomerEmailAddress
you can check by adding debug statements in the scrips :
$RT::Logger->debug(“my value for CustomerEmailAddress is
”.$CustomerEmailAddress")
stick this just above the line:

$self->TicketObj->AddWatcher(Type=>‘Requestor’, Email => $CustomerEmailAddress);

and your custom action preparation code should end with
return 1;

Once you done this run a test and check your rt.log file if you do have
a value.

Regards;
Roy

Helmuth Ramirez wrote:

Helmuth_Ramirez · January 11, 2007, 2:09pm

Thanks Roy for your help on this again. I did as you instructed, I am
not getting anything in the log. I am attaching a screenshot of my
scrip, just so its clear what it is I’m doing.

And believe me, it was not a silly question…Linux/RT/Perl is a new
world to me…there are no “obvious” questions in my book :-)From: Roy El-Hames [mailto:rfh@pipex.net]
Sent: Thursday, January 11, 2007 8:30 AM
To: Helmuth Ramirez
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Notify Requestor on Requestor change

Hi Helmuth;
forgive me if this is a silly question but do you have a value for
$CustomerEmailAddress
you can check by adding debug statements in the scrips :
$RT::Logger->debug("my value for CustomerEmailAddress is
“.$CustomerEmailAddress”)
stick this just above the line:

$self->TicketObj->AddWatcher(Type=>‘Requestor’, Email =>
$CustomerEmailAddress);

and your custom action preparation code should end with
return 1;

Once you done this run a test and check your rt.log file if you do have
a value.

Regards;
Roy

Helmuth Ramirez wrote:

Hi all,
I finally got around to trying this out and was unfortunately
unsuccessful. Of course there is a VERY high likelihood I did
something
wrong. What I would like to accomplish is notify the new Requestor
when
we change Requestors manually on a ticket (that way they know they
have
a ticket open).

Based on Roy’s e-mail below here is exactly what I did:

Go to New Scrip screen
Description: RequestorChange
Condition: -
Action: User Defined
Template: Global template: Autoreply
Stage: TransactionCreate

Custom Condition: blank

Custom action preparation code:
$self->TicketObj->AddWatcher(Type=>‘Requestor’, Email =>
$CustomerEmailAddress);

Custom action cleanup code: blank

Thanks everyone!

-----Original Message-----
From: Roy El-Hames [mailto:rfh@pipex.net]
Sent: Friday, October 06, 2006 5:35 AM
To: Helmuth Ramirez
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Notify Requestor on Requestor change

Hi Hemuth;
I have n’t RT available to me now but from memory; I think your
Condition should be on create with user defined action, I am not sure
how you’ll want to grab the new requestor (ie the original customer
email address) , but when you do have it your custom action can be
something similar to:

$self->TicketObj->AddWatcher(Type=>‘Requestor’, Email =>
$CustomerEmailAddress);

If you want to remove the staff member requestor --who forwarded the
message-- you do :

$self->TicketObj->DeleteWatcher(Type=>‘Requestor’, Email =>
$StaffEmailAddress);

And then you set your template the Autoreply.
Possibly you’ll need to delete the default scrip On Create AutoReply
to
requestor on Create
Good luck
Roy

Helmuth Ramirez wrote:

Hey guys,
I hate to be that guy that brings up old requests…buuuuut, can
someone give me some advice on this?

I’d really appreciate it.

Thanks everyone

-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of
Helmuth
Ramirez
Sent: Thursday, September 28, 2006 5:27 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Notify Requestor on Requestor change

Hi all,
In our environment it is common for us to forward an e-mail to RT
to
convert it into a ticket. Once it’s a ticket we can change the
requestor (since by default it would be us). We do it like this to
avoid the cut and paste alternative.

So, with that said, is there a way to…let me rephrase that, I KNOW

RT

can do it, I just don’t know how. We would like to change the

requestor

and upon doing so the new requestor be notified. I checked the

default

conditions, and they involve all the ‘Change’ items (Status,
Priority,
Owner, Queue) except Requestor

Any help would be REALLY appreciated.

Cheers!!

The rt-users Archives

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

The rt-users Archives

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

Roy_El-Hames · January 11, 2007, 2:18pm

Please do n’t set an email notifier when mailing to the list … we may
suspect you as a spammer :ï¿½)
As Drew mentioned (and I think I mentioned it in my first mail) you
need a condition which is on Create, because I guess what you want is:
When a ticket is created => add new/change requester
Also where are you getting your requester’s email address from, you need
to define and give value to $CustomerEmailAddressRegards;

Regards;
Roy

Helmuth Ramirez wrote:

Helmuth_Ramirez · January 11, 2007, 3:13pm

After re-reading this several times (sorry, my hamsters aren’t spinning their wheels up to speed yet), I can now answer properly…I am not defining a value for $CustomerEmailAddress. That is very likely because I don’t know how

Every single condition is in that fancy drop down except On Requestor change ;)From: Roy El-Hames [mailto:rfh@pipex.net]
Sent: Thursday, January 11, 2007 9:19 AM
To: Helmuth Ramirez
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Notify Requestor on Requestor change

Please do n’t set an email notifier when mailing to the list … we may
suspect you as a spammer :¬)
As Drew mentioned (and I think I mentioned it in my first mail) you
need a condition which is on Create, because I guess what you want is:
When a ticket is created => add new/change requester
Also where are you getting your requester’s email address from, you need
to define and give value to $CustomerEmailAddressRegards;

Regards;
Roy

Helmuth Ramirez wrote:

Thanks Roy for your help on this again. I did as you instructed, I am
not getting anything in the log. I am attaching a screenshot of my
scrip, just so its clear what it is I’m doing.

And believe me, it was not a silly question…Linux/RT/Perl is a new
world to me…there are no “obvious” questions in my book

-----Original Message-----
From: Roy El-Hames [mailto:rfh@pipex.net]
Sent: Thursday, January 11, 2007 8:30 AM
To: Helmuth Ramirez
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Notify Requestor on Requestor change

Hi Helmuth;
forgive me if this is a silly question but do you have a value for
$CustomerEmailAddress
you can check by adding debug statements in the scrips :
$RT::Logger->debug("my value for CustomerEmailAddress is
“.$CustomerEmailAddress”)
stick this just above the line:

$self->TicketObj->AddWatcher(Type=>‘Requestor’, Email =>
$CustomerEmailAddress);

and your custom action preparation code should end with
return 1;

Once you done this run a test and check your rt.log file if you do have
a value.

Regards;
Roy

Helmuth Ramirez wrote:

Hi all,
I finally got around to trying this out and was unfortunately
unsuccessful. Of course there is a VERY high likelihood I did

something

wrong. What I would like to accomplish is notify the new Requestor

when

we change Requestors manually on a ticket (that way they know they

have

a ticket open).

Based on Roy’s e-mail below here is exactly what I did:

Go to New Scrip screen
Description: RequestorChange
Condition: -
Action: User Defined
Template: Global template: Autoreply
Stage: TransactionCreate

Custom Condition: blank

Custom action preparation code:
$self->TicketObj->AddWatcher(Type=>‘Requestor’, Email =>
$CustomerEmailAddress);

Custom action cleanup code: blank

Thanks everyone!

-----Original Message-----
From: Roy El-Hames [mailto:rfh@pipex.net]
Sent: Friday, October 06, 2006 5:35 AM
To: Helmuth Ramirez
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Notify Requestor on Requestor change

Hi Hemuth;
I have n’t RT available to me now but from memory; I think your
Condition should be on create with user defined action, I am not sure
how you’ll want to grab the new requestor (ie the original customer
email address) , but when you do have it your custom action can be
something similar to:

$self->TicketObj->AddWatcher(Type=>‘Requestor’, Email =>
$CustomerEmailAddress);

If you want to remove the staff member requestor --who forwarded the
message-- you do :

$self->TicketObj->DeleteWatcher(Type=>‘Requestor’, Email =>
$StaffEmailAddress);

And then you set your template the Autoreply.
Possibly you’ll need to delete the default scrip On Create AutoReply

to

requestor on Create
Good luck
Roy

Helmuth Ramirez wrote:

Hey guys,
I hate to be that guy that brings up old requests…buuuuut, can
someone give me some advice on this?

I’d really appreciate it.

Thanks everyone

-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of

Helmuth

Ramirez
Sent: Thursday, September 28, 2006 5:27 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Notify Requestor on Requestor change

Hi all,
In our environment it is common for us to forward an e-mail to RT

to

convert it into a ticket. Once it’s a ticket we can change the
requestor (since by default it would be us). We do it like this to
avoid the cut and paste alternative.

So, with that said, is there a way to…let me rephrase that, I KNOW

RT

can do it, I just don’t know how. We would like to change the

requestor

and upon doing so the new requestor be notified. I checked the

default

conditions, and they involve all the ‘Change’ items (Status,

Priority,

Owner, Queue) except Requestor

Any help would be REALLY appreciated.

Cheers!!

The rt-users Archives

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

The rt-users Archives

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

Roy_El-Hames · January 11, 2007, 3:21pm

I have given you the code for requester change , but you want to change
it to a particular value … you need to figure out where are you getting
this value from ist in the original email text?? , do you have a queue
for each customer?? how are you expecting RT to know when email comes
in, the ticket created is for customer X and hence the email address
X@mycustomer.com should be added as requester??

Regards;
Roy

Helmuth Ramirez wrote:

Helmuth_Ramirez · January 11, 2007, 3:43pm

Actually, I just want it to notify Requestor(s) whenever a requestor is added. For example:

I personally get an e-mail about a user issue, I forward it to our RT instance, it then creates a ticket in the right place. Good so far, now I will change the requestor from me to the end user. Its at that moment when I change the requestor name that I would like the “new” requestor to be notified they have a ticket opened for them.From: Roy El-Hames [mailto:rfh@pipex.net]
Sent: Thursday, January 11, 2007 10:22 AM
To: Helmuth Ramirez
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Notify Requestor on Requestor change

I have given you the code for requester change , but you want to change
it to a particular value … you need to figure out where are you getting
this value from ist in the original email text?? , do you have a queue
for each customer?? how are you expecting RT to know when email comes
in, the ticket created is for customer X and hence the email address
X@mycustomer.com should be added as requester??

Regards;
Roy

Helmuth Ramirez wrote:

After re-reading this several times (sorry, my hamsters aren’t spinning their wheels up to speed yet), I can now answer properly…I am not defining a value for $CustomerEmailAddress. That is very likely because I don’t know how

Every single condition is in that fancy drop down except On Requestor change

-----Original Message-----
From: Roy El-Hames [mailto:rfh@pipex.net]
Sent: Thursday, January 11, 2007 9:19 AM
To: Helmuth Ramirez
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Notify Requestor on Requestor change

Please do n’t set an email notifier when mailing to the list … we may
suspect you as a spammer :¬)
As Drew mentioned (and I think I mentioned it in my first mail) you
need a condition which is on Create, because I guess what you want is:
When a ticket is created => add new/change requester
Also where are you getting your requester’s email address from, you need
to define and give value to $CustomerEmailAddressRegards;

Regards;
Roy

Helmuth Ramirez wrote:

Thanks Roy for your help on this again. I did as you instructed, I am
not getting anything in the log. I am attaching a screenshot of my
scrip, just so its clear what it is I’m doing.

And believe me, it was not a silly question…Linux/RT/Perl is a new
world to me…there are no “obvious” questions in my book

-----Original Message-----
From: Roy El-Hames [mailto:rfh@pipex.net]
Sent: Thursday, January 11, 2007 8:30 AM
To: Helmuth Ramirez
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Notify Requestor on Requestor change

Hi Helmuth;
forgive me if this is a silly question but do you have a value for
$CustomerEmailAddress
you can check by adding debug statements in the scrips :
$RT::Logger->debug("my value for CustomerEmailAddress is
“.$CustomerEmailAddress”)
stick this just above the line:

$self->TicketObj->AddWatcher(Type=>‘Requestor’, Email =>
$CustomerEmailAddress);

and your custom action preparation code should end with
return 1;

Once you done this run a test and check your rt.log file if you do have
a value.

Regards;
Roy

Helmuth Ramirez wrote:

Hi all,
I finally got around to trying this out and was unfortunately
unsuccessful. Of course there is a VERY high likelihood I did

something

wrong. What I would like to accomplish is notify the new Requestor

when

we change Requestors manually on a ticket (that way they know they

have

a ticket open).

Based on Roy’s e-mail below here is exactly what I did:

Go to New Scrip screen
Description: RequestorChange
Condition: -
Action: User Defined
Template: Global template: Autoreply
Stage: TransactionCreate

Custom Condition: blank

Custom action preparation code:
$self->TicketObj->AddWatcher(Type=>‘Requestor’, Email =>
$CustomerEmailAddress);

Custom action cleanup code: blank

Thanks everyone!

-----Original Message-----
From: Roy El-Hames [mailto:rfh@pipex.net]
Sent: Friday, October 06, 2006 5:35 AM
To: Helmuth Ramirez
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Notify Requestor on Requestor change

Hi Hemuth;
I have n’t RT available to me now but from memory; I think your
Condition should be on create with user defined action, I am not sure
how you’ll want to grab the new requestor (ie the original customer
email address) , but when you do have it your custom action can be
something similar to:

$self->TicketObj->AddWatcher(Type=>‘Requestor’, Email =>
$CustomerEmailAddress);

If you want to remove the staff member requestor --who forwarded the
message-- you do :

$self->TicketObj->DeleteWatcher(Type=>‘Requestor’, Email =>
$StaffEmailAddress);

And then you set your template the Autoreply.
Possibly you’ll need to delete the default scrip On Create AutoReply

to

requestor on Create
Good luck
Roy

Helmuth Ramirez wrote:

Hey guys,
I hate to be that guy that brings up old requests…buuuuut, can
someone give me some advice on this?

I’d really appreciate it.

Thanks everyone

-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of

Helmuth

Ramirez
Sent: Thursday, September 28, 2006 5:27 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Notify Requestor on Requestor change

Hi all,
In our environment it is common for us to forward an e-mail to RT

to

convert it into a ticket. Once it’s a ticket we can change the
requestor (since by default it would be us). We do it like this to
avoid the cut and paste alternative.

So, with that said, is there a way to…let me rephrase that, I KNOW

RT

can do it, I just don’t know how. We would like to change the

requestor

and upon doing so the new requestor be notified. I checked the

default

conditions, and they involve all the ‘Change’ items (Status,

Priority,

Owner, Queue) except Requestor

Any help would be REALLY appreciated.

Cheers!!

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taan · January 12, 2007, 4:58am

Hi,

This may help slightly:
I have a custom condition that triggers whenever a Watcher is added as
an AdminCc. You would have to change this to Requestor. Currently my
scrip sends to all AdminCcs on triggering. You would need a Custom
Action as well to send a message to the new Requestor only.

Custom Condition:

my $transactionType = $self->TransactionObj->Type;
my $watcherType = $self->TransactionObj->Field;
if (($transactionType eq ‘AddWatcher’) and ($watcherType eq ‘AdminCc’)) {
return 1;
}
return 0;

Taan

taan · January 15, 2007, 2:52am

You would need a Custom Action as well to send a message to the new
Requestor only.

I was wrong, you need the Custom Condition mentioned earlier, with
action: “Notify Other Recipients” and a Custom Template with something
similar to that below. This works with RT-3.6.0.

Note: This only works for AdminCc’s added after the ticket was created.

Custom Template “Notify new AdminCC”:

To: {
my $userID = $Transaction->NewValue;
my $user = RT::User->new($RT::SystemUser);
$user->Load($userID);
$user->EmailAddress;
}

The body of your email here.

Helmuth_Ramirez · January 15, 2007, 2:26pm

Thanks Taan,
Now for my ignorant question…the code below is to Notify AdminCC’s
when they get added to a ticket…what would I need to change to make it
work to notify Requestors?

Sorry if its a dumb question.

Thanks
HelmuthFrom: Taan Lindemans [mailto:taan@cryologic.com]
Sent: Sunday, January 14, 2007 9:53 PM
To: rt-users@lists.bestpractical.com
Cc: Helmuth Ramirez
Subject: Re: [rt-users] Notify Requestor on Requestor change

You would need a Custom Action as well to send a message to the new
Requestor only.

I was wrong, you need the Custom Condition mentioned earlier, with
action: “Notify Other Recipients” and a Custom Template with something
similar to that below. This works with RT-3.6.0.

Note: This only works for AdminCc’s added after the ticket was created.

Custom Template “Notify new AdminCC”:

To: {
my $userID = $Transaction->NewValue;
my $user = RT::User->new($RT::SystemUser);
$user->Load($userID);
$user->EmailAddress;
}

Subject: AdminCc Added for: {$Ticket->Subject}

The body of your email here.

taan · January 15, 2007, 11:49pm

Helmuth Ramirez wrote:

Thanks Taan,
Now for my ignorant question…the code below is to Notify AdminCC’s
when they get added to a ticket…what would I need to change to make it
work to notify Requestors?

Sorry if its a dumb question.

Thanks
Helmuth

change the Custom Condition from $watcherType eq ‘AdminCc’ to
$watcherType eq ‘Requestor’

I haven’t tested this but I think it should work.
Taan