Oddness with new tickets

I have RT 3.4.1 on FreeBSD 4.11 with Apache+mod_ssl 2.0.53 using FastCGI.

Ok.

So I have a queue that does not have autoreply to requestors using
template autoreply on ticket creation (a postmaster queue–you really do
not want an autoreply on a postmaster queue :wink: ). So I removed the scrip
action from global.

In the queues that DO want autoreplies, I have added the scrip back
per-queue.

Unfortunately, people requesting tickets don’t get the autoreply.

I have in Queues/Help/Scrips/New Scrip:

Description: OnCreateNotifyRequestor
Conditon: On Create
Action: Notify Requestors
Template: Global template: Autoreply
State: TransactionCreate

No other custom things. Just saved like this. The OnResolve scrip works
fine:

Description: OnResolve
Condition: On Resolve
Action: Notify Requestors
Template: Global template: Resolved
Stage: TransactionCreate

Any ideas? :-/

Contents of my RT_SiteConfig.pm:

Set($rtname , “wingfoot.org”);
Set($Organization , “wingfoot.org”);
Set($UseTransactionBatch , 1);
@EmailInputEncodings = qw(utf-8 big5 us-ascii);
Set($WebBaseURL, ‘http://rt.wingfoot.org’);
Set($CompanySpecific, ‘Wingfoot.org’);
Set($DatabaseUser , ‘UhHuh’);
Set($DatabasePassword , ‘Suure–thisisthepassword’);
Set($NotifyActor, 0);
Set($WebPath , “”);
Set($WebURL , $WebBaseURL . $WebPath . “/”);
Set($WebImagesURL , $WebPath . “/NoAuth/images/”);
Set($CorrespondAddress , ‘help@wingfoot.org’);
Set($CommentAddress , ‘help-comment@wingfoot.org’);
Set($SendmailPath , “/usr/local/sbin/sendmail”);

Let’s parse CCs for emails…

Set($ParseNewMessageForTicketCcs, 1);
Set($RTAddressRegexp ,
’^(help|mailman-owner|postmaster)(-comment)?@wingfoot.org$’);

1;

Best,
–Glenn

“They that can give up essential liberty to obtain a little temporary
safety deserve neither liberty nor safety.”
~Benjamin Franklin, Historical Review of Pennsylvania, 1759

So I have a queue that does not have autoreply to requestors using
template autoreply on ticket creation (a postmaster queue–you really do
not want an autoreply on a postmaster queue :wink: ). So I removed the scrip
action from global.

If that’s all you want to do, keep the global scrip. You want stay away
from changing individual queues where possible to avoid maintenance
hassles. Go to Configuration->Global->Scrips and click on (no name) above
the “On Create Autoreply To Requestors with Template Autoreply” to edit
the scrip.

Provide a name like “Selective AutoReply”, change Condition to “User
Defined”, Action is “Autoreply to Requestors”, Template is “Global
template: Autoreply” and Stage is “TransactionCreate”.

In the Custom condition box enter something like

return($self-TransactionObj->Type eq “Create” &&
$self->TicketObj->QueueObj->Name ne “Postmaster”);

In other words, if the transaction type is On Create and the ticket is not
going to the Postmaster queue, then the condition matches, and the scrip
is carried out (i.e., go ahead and autoreply to the requestors using the
autoreply global template).

Russell Mosemann, Ph.D. * Computing Services * Concordia University, Nebraska
"I feel the need to feed." - a colleague heading out for a meal