Scrips actions - limiting correspondance propogation to internal users

The scrip that appears to control this is, but we are unsure how to
limit it to only act when initiated by one of our user’s within the
system -
On Correspond Notify Requestors and Ccs with template Correspondence

Is there a way to limit the auto-sending of correspondence when an
external user replies to a ticket? We want the external users to be able
to reply to the ticket so that the content is automatically included in
the ticket but we don’t want that reply to be automatically forwarded
per the “On Correspond Notify Requestors and Ccs with template
Correspondence” scrip. It seems that we do need to keep this script in
the system in some capacity to maintain proper handling when internal
users reply to a ticket. Has anybody discovered a way to do this?

Regards,
Mark Royan
Coastal IT Consulting, LLC
http://www.coastal-it.com

Hi folks

Anyone have any ideas about the unanswered question below?

I think the key is to write a custom condition to identify whether the actor
is a privileged or unprivileged user, but I’m not sure how I would do that?

Richard2007/6/15 Mark Royan mark@coastal-it.com

The scrip that appears to control this is, but we are unsure how to
limit it to only act when initiated by one of our user’s within the
system -
On Correspond Notify Requestors and Ccs with template Correspondence

Is there a way to limit the auto-sending of correspondence when an
external user replies to a ticket? We want the external users to be able
to reply to the ticket so that the content is automatically included in
the ticket but we don’t want that reply to be automatically forwarded
per the “On Correspond Notify Requestors and Ccs with template
Correspondence” scrip. It seems that we do need to keep this script in
the system in some capacity to maintain proper handling when internal
users reply to a ticket. Has anybody discovered a way to do this?

Regards,
Mark Royan
Coastal IT Consulting, LLC
http://www.coastal-it.com


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Hi Richard,

The RT::User class has a method named Privileged that might do what you are
looking for. Something like this perhaps:
my $Creator = $self->TransactionObj->CreatorObj;
my $Privileged = $Creator->Privileged();

I use this to prevent privileged users from doing a password reset via e-mail.

Gene

At 07:22 AM 6/23/2009, Richard Brady wrote:

Hi folks

Anyone have any ideas about the unanswered question below?

I think the key is to write a custom condition to identify whether the
actor is a privileged or unprivileged user, but I’m not sure how I would
do that?

Richard

2007/6/15 Mark Royan <mailto:mark@coastal-it.commark@coastal-it.com>
The scrip that appears to control this is, but we are unsure how to
limit it to only act when initiated by one of our user’s within the
system -
On Correspond Notify Requestors and Ccs with template Correspondence

Is there a way to limit the auto-sending of correspondence when an
external user replies to a ticket? We want the external users to be able
to reply to the ticket so that the content is automatically included in
the ticket but we don’t want that reply to be automatically forwarded
per the “On Correspond Notify Requestors and Ccs with template
Correspondence” scrip. It seems that we do need to keep this script in
the system in some capacity to maintain proper handling when internal
users reply to a ticket. Has anybody discovered a way to do this?

Regards,
Mark Royan
Coastal IT Consulting, LLC
http://www.coastal-it.comhttp://www.coastal-it.com

Gene LeDuc, GSEC
Security Analyst
San Diego State University