Replying to requestors only if

RTIR
1

Hi all,

I would like to modify a Scrip that replies to requestors on correspond.
The reason is this:

  1. we launch a new investigation to tech@domain
  2. this person delegates the issue to another person, someone@domain
  3. someone@domain replies to the ticket
  4. as a result of having a Scrip: “On Correspond Notify Requestors and
    Ccs with template Correspondence”, reply from someone@domain is also
    sent back to tech@domain, as he is still a requestor

One solution to this would be to add a custom condition which would
notify requestor only if the user that replied to the ticket is a member
of the DutyTeam.

I would not want to reinvent the wheel, so: has anyone already done this
and can post the code of the custom condition that does this?

Thanks,
Gorazd

Gorazd Bozic gorazd.bozic@arnes.si
ARNES SI-CERT, Jamova 39 p.p. 7, SI-1001 Ljubljana, Slovenia
tel: +386 1 479 88 22, fax: +386 1 479 88 99

2

Gorazd Bozic wrote:

One solution to this would be to add a custom condition which would
notify requestor only if the user that replied to the ticket is a member
of the DutyTeam.

Hi Gorazd

Sounds very familiar.

Description: StaffCorrespond
Condition: UserDefined
Custom Condition:
{
if ($self->TransactionObj->Type eq ‘Correspond’) {
my $dutygroup = new RT::Group($self->TransactionObj->CurrentUser);
$dutygroup->LoadUserDefinedGroup(‘DutyTeam’);
if
($dutygroup->HasMember($self->TransactionObj->CreatorObj->PrincipalObj)) {
return 1;
}
}

return 0;
}
Action: Notfiy Requestors and CCs
Custom Action Prep:
Custom Action clea:
Stage: Transaction Create
Template: Global Template: Correspondence

Regards
John
JANET-CERT

3

John Green wrote:

Hi Gorazd

Sounds very familiar.
…

John, thanks a lot, this is it!

BTW: Is there a repository of all modifications that teams have made to
their copy if RTIR somewhere (or is something planned)?

And a quick (trivial) fix that works for us: if you want to display tabs
properly in correspondence, change SPAN.message in
local/html/NoAuth/webrt.css to:

SPAN.message {
font-size: 100%;
font-family: monospace, Courier New, Courier;
white-space: pre;
}

Cheers,
Gorazd

Gorazd Bozic gorazd.bozic@arnes.si
ARNES SI-CERT, Jamova 39 p.p. 7, SI-1001 Ljubljana, Slovenia
tel: +386 1 479 88 22, fax: +386 1 479 88 99

4

-----BEGIN PGP SIGNED MESSAGE-----
Hash: SHA1On Mar 19, 2004, at 8:38 AM, Gorazd Bozic wrote:

John Green wrote:

Hi Gorazd

Sounds very familiar.
…

John, thanks a lot, this is it!

BTW: Is there a repository of all modifications that teams have made to
their copy if RTIR somewhere (or is something planned)?

I’d recommend adding an RTIR section to http://wiki.bestpractical.com.
Would that work for your needs?

Best,
Jesse
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