Squelching autoreply to specific requestors - RT 5.0.2

RT Developers
1

I need to stop RT to make a auto response when an email comes from support@domain.com and RT creates a new ticket for it.
For other users and email addresses RT is fine and sending auto response correctly. Here is the current scrip settings:

Description: AutoReply
Condition: On Create
Action: Autoreply To Requesters
Template: Autoreply
Applies to: Global

I have attached the screen shot of scrip settings as well.

RT Scrip On Create
RT Scrip On Create1227×320 14.9 KB

Thanks in advance.

2

You can make the condition “user defined” and then check if the requestor/creator is support@domain.com and if so return false, then check if the transaction type is create so that it only runs on ticket create

3

Thank you @knation for your quick response.
As you suggested I changed the condition to “user defined” and put below code in “Custom Condtion” Section:

my @exceptionList = (
’support@domain.com’
);

my $transactionType = $self->TransactionObj->Type;
my $ticketRequestor = lc($self->TicketObj->RequestorAddresses);

if ($transactionType eq ‘Create’) {
for (@exceptionList) {
return if ($ticketRequestor eq lc("$_"));
}}

When I did a test I did not received any email from RT when I make a new request from my email address.

Here is the log where the scrip fails:
[26355] [Fri Nov 19 15:02:30 2021] [info]: <rt-5.0.2-26355> #76301/344594 - Scrip 26 Create Notify Admin (/opt/rt5/sbin/…/lib/RT/Action/SendEmail.pm:293)
[26355] [Fri Nov 19 15:02:30 2021] [info]: <rt-5.0.2-26355> No recipients found. Not sending. (/opt/rt5/sbin/…/lib/RT/Interface/Email.pm:839)
[26355] [Fri Nov 19 15:02:30 2021] [info]: Ticket 76301 created in queue ‘DEVREQ’ by mxj (/opt/rt5/sbin/…/lib/RT/Ticket.pm:575)

4

Did you return true if those conditions are not met?

5

Updated my code to this:

my @exceptionList = (
‘support@domain.com’
);

my $transactionType = $self->TransactionObj->Type;
my $ticketRequestor = lc($self->TicketObj->RequestorAddresses);

if ($transactionType eq ‘Create’) {
for (@exceptionList) {
return if ($ticketRequestor eq lc("$_"));
}

return 1;
}
return;

Looks like this:

RT Scrip On Create_Custom
RT Scrip On Create_Custom1030×863 61 KB

In The logs: RT doesn’t even showing anything for Scrip 33 AutoReply

6

My bad. Instead of Condition I set Action to User Defined.
It’s working now.

Thanks a lot for your help.