Squelching autoreply to specific requestors

RT Users
1

Hello,

I’ve done my googling, digging through perldocs, the wiki, the list
archive, the RT Essentials book but haven’t figured out how to do
this. I want to send auto-replies to all users when new tickets are
created except for a few specific users who have requested NOT to
receive such responses. I figured the easiest way to do this was to
add a custom action preparation code to the default autoreply on
create scrip checking the requestor email like so:

return 0 if $self->TicketObj->RequestorAddresses() =~ ‘acoco@i2c.com’;
return 1;

I have tried many other variants, this one C&P nearly verbatim from
the Wiki:

return 0 if $self->TicketObj->IsWatcher(
Type => ‘Requestor’, Email => ‘acoco@i2c.com’
);
return 1;

Any advice greatly appreciated.

-alex

2

Alex,

You could easily create a group containing all the users that SHOULD
receive an email and then add that group as a CC Watcher to whatever
queue you’re talking about and then make sure you have a scrip to
“Notify CC’s” on create for that queue. Hope this helps.

Kenn
LBNLOn 10/9/2009 11:36 AM, Coco, Alex wrote:

Hello,

I’ve done my googling, digging through perldocs, the wiki, the list
archive, the RT Essentials book but haven’t figured out how to do
this. I want to send auto-replies to all users when new tickets are
created except for a few specific users who have requested NOT to
receive such responses. I figured the easiest way to do this was to
add a custom action preparation code to the default autoreply on
create scrip checking the requestor email like so:

return 0 if $self->TicketObj->RequestorAddresses() =~ ‘acoco@i2c.com
mailto:'acoco@i2c.com’; return 1;

I have tried many other variants, this one C&P nearly verbatim from
the Wiki:

return 0 if $self->TicketObj->IsWatcher(
Type => ‘Requestor’, Email => ‘acoco@i2c.com mailto:'acoco@i2c.com’
);
return 1;

Any advice greatly appreciated.

-alex

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4

Hello,

I’ve done my googling, digging through perldocs, the wiki, the list
archive, the RT Essentials book but haven’t figured out how to do
this. I want to send auto-replies to all users when new tickets are
created except for a few specific users who have requested NOT to
receive such responses. I figured the easiest way to do this was to
add a custom action preparation code to the default autoreply on
create scrip checking the requestor email like so:
I have a global scrip to do this:
Condition: User Defined
Action: Autoreply to Requestors
Template: Autoreply
State: TransactionCreate

and the condition is:

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

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

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

wildcard matches

return if ($ticketRequestor =~ m/^mailer-daemon@/i);
return if ($ticketRequestor =~ m/^postmaster@/i);
return if ($ticketRequestor =~ m/^noreply@/i);
return if ($ticketRequestor =~ m/@sendyourfeedback.com/i);
return 1;
}
return;