Template fields in regular correspondence

Alle,

Is it possible to use the autoreply template by hand? In that, I mean 

that the users did not expect to get as much SPAM as they are getting
through spamassassin that is not getting tagged. SPAM that is tagged is
being handled by a filter before it even gets to RT. They don’t was
autoreplies being sent to the sender addresses of the stuff that gets
through, so they want to be able to manually use the autoreply template
when they decide the ticket is valid.
The environment is RT3.6.6, RHEL5.3, perl v5.8.8, Apache 2.2.3.

Best Regards,
Camron

Camron W. Fox
Hilo Office
High Performance Computing Group
Fujitsu Management Services of America, Inc.
E-mail: cwfox@us.fujitsu.com

I don’t think so. However you can do the following, add valid status
and send when ticket’s status changes. Or you can send it on first
update, but not if update is deletion of the ticket.On Thu, May 14, 2009 at 10:18 PM, Camron W. Fox cwfox@us.fujitsu.com wrote:

Alle,

   Is it possible to use the autoreply template by hand? In that, I mean

that the users did not expect to get as much SPAM as they are getting
through spamassassin that is not getting tagged. SPAM that is tagged is
being handled by a filter before it even gets to RT. They don’t was
autoreplies being sent to the sender addresses of the stuff that gets
through, so they want to be able to manually use the autoreply template
when they decide the ticket is valid.
The environment is RT3.6.6, RHEL5.3, perl v5.8.8, Apache 2.2.3.

Best Regards,
Camron


Camron W. Fox
Hilo Office
High Performance Computing Group
Fujitsu Management Services of America, Inc.
E-mail: cwfox@us.fujitsu.com


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Best regards, Ruslan.

Ruslan Zakirov wrote:

I don’t think so. However you can do the following, add valid status
and send when ticket’s status changes. Or you can send it on first
update, but not if update is deletion of the ticket.

Ruslan,

Would this require setting a custom condition/action in the scrips menu 

of the queue? I’ve read through

http://wiki.bestpractical.com/view/WriteCustomAction
http://wiki.bestpractical.com/view/WriteCustomCondition

and, not being a perl programmer, it's seems above my skill level to do.

Best Regards,
Camron

Camron W. Fox
Hilo Office
High Performance Computing Group
Fujitsu Management Services of America, Inc.
E-mail: cwfox@us.fujitsu.com

Ruslan Zakirov wrote:

I don’t think so. However you can do the following, add valid status
and send when ticket’s status changes. Or you can send it on first
update, but not if update is deletion of the ticket.

Ruslan,

   Would this require setting a custom condition/action in the scrips menu

of the queue? I’ve read through

http://wiki.bestpractical.com/view/WriteCustomAction
http://wiki.bestpractical.com/view/WriteCustomCondition

   and, not being a perl programmer, it's seems above my skill level to do.

Yep, this will require some custom conditions. You can find examples
of conditions on
http://wiki.bestpractical.com/view/CustomConditionSnippets. There are
examples pretty close to your case at the top of the page.

Best Regards,
Camron

Camron W. Fox
Hilo Office
High Performance Computing Group
Fujitsu Management Services of America, Inc.
E-mail: cwfox@us.fujitsu.com


http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

Best regards, Ruslan.