User defined On Correspond condition

I have the requirement of not sending the normal ‘On Correspond Notify
Requestors and Ccs’ as it causes email loops between RT and another
ticket system. However, I still need to send the rejection notifications
that would normally be sent by the default ___approval queue scrips.

My thought was to have a user defined condition that essentially says,
‘On Correspond and status changing to rejected’; however, I’ve been
unable to figure out how to do this.

I tried this, but it didn’t give me the approver or the notes:

Condition:
my $trans = $self->TransactionObj;

return ($trans->Type eq “Status” &&
$trans->NewValue eq “rejected”);

Action:
Notify Requestors and Ccs

Template:

Greetings,

Your ticket has been rejected by { eval { $Approval->OwnerObj->Name } }.

Approver’s notes: { $Notes }

Any help will be greatly appreciated.

Thanks in advance,

Jeremy

I have the requirement of not sending the normal ‘On Correspond Notify
Requestors and Ccs’ as it causes email loops between RT and another
ticket system. However, I still need to send the rejection notifications
that would normally be sent by the default ___approval queue scrips.

Would it be better to just stop RT from sending this system email?
Find the user and set their Name to be the system’s email address and
their email address to be blank and RT will never email them.

My thought was to have a user defined condition that essentially says,
‘On Correspond and status changing to rejected’; however, I’ve been
unable to figure out how to do this.

I tried this, but it didn’t give me the approver or the notes:

Condition:
my $trans = $self->TransactionObj;

return ($trans->Type eq “Status” &&
$trans->NewValue eq “rejected”);

You’re triggering on the status change, and $Approval and $Notes are
special variables set by the Approval rules (you don’t say what
version of RT you’re running so I can’t even tell what this would do)

-kevin

I apologize for leaving out the simple but critical information. I’m
running RT 3.8.4.

I do need some email from RT to the other system, 'On create autorely’
containing the RT ticket number, ‘On resolve notify’ telling them the
ticket has been resolved, and now the new requirement of the ‘On reject
notify’.

If I can do a ‘on correspond and status changing to reject’ then I can
pull that template information from the correspondence added to the main
ticket when the ___approval ticket is rejected. But as I mentioned, I
haven’t been able to figure out how.

Thanks again,

JeremyOn Tue, 2010-03-09 at 13:37 -0500, Kevin Falcone wrote:

On Tue, Mar 09, 2010 at 11:40:58AM -0500, Jeremy Winder wrote:

I have the requirement of not sending the normal ‘On Correspond Notify
Requestors and Ccs’ as it causes email loops between RT and another
ticket system. However, I still need to send the rejection notifications
that would normally be sent by the default ___approval queue scrips.

Would it be better to just stop RT from sending this system email?
Find the user and set their Name to be the system’s email address and
their email address to be blank and RT will never email them.

My thought was to have a user defined condition that essentially says,
‘On Correspond and status changing to rejected’; however, I’ve been
unable to figure out how to do this.

I tried this, but it didn’t give me the approver or the notes:

Condition:
my $trans = $self->TransactionObj;

return ($trans->Type eq “Status” &&
$trans->NewValue eq “rejected”);

You’re triggering on the status change, and $Approval and $Notes are
special variables set by the Approval rules (you don’t say what
version of RT you’re running so I can’t even tell what this would do)

-kevin

Action:
Notify Requestors and Ccs

Template:
Subject: Ticket Rejected: {$Ticket->Subject}

Greetings,

Your ticket has been rejected by { eval { $Approval->OwnerObj->Name } }.

Approver’s notes: { $Notes }

Any help will be greatly appreciated.

Thanks in advance,

Jeremy


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

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

2010 RT Training Sessions!
San Francisco, CA, USA - Feb 22 & 23
Dublin, Ireland - Mar 15 & 16
Boston, MA, USA - April 5 & 6
Washington DC, USA - Oct 25 & 26

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