Nevermind I got it working.
Seems it doesnt like it if the template doesnt have "Subject: AutoReply:
{$Ticket->Subject}" at the beginning of it, which Im assuming must be an actual
email header for the subject.
Now its working.
Though I ran into a second issue which Ive since resolved too, which was that I
was then getting two autoresponses to say the ticket had been created. That was
fixed easily enough by disabling the global default. Something I would have
also preferred to not neccessarily have to do, but I can live with creating
scrips and templates for each queue more than I can live with having to only
use the global default :-)
Now if only I had found that in some documentation somewhere... :-P
Thanks again!
----- Original Message -----
From: Tom Storey
To: Gene LeDuc
Cc: RT-Users@lists.bestpractical.com
Sent: Tuesday, July 24, 2007 8:32 PM
Subject: Re: [rt-users] Autoreply scrip doesnt execute
Hi Gene,
Thanks for your suggestion.
When I name my template Autoreply (previously it was named "tunnel:
Autoreply", for the "tunnel" queue), I dont get any response at all, not even
the default template :-)
I did also try naming my scrip Autoreply, but same result. When the Template
is named Autoreply, nothing happens at all.
I do get automatic reply when I resolve the tickets, however.
Any other suggestions?
I really would prefer to avoid having to use the global default as I would
like to convey queue specific information to requestors.
Thanks,
Tom
----- Original Message -----
From: Gene LeDuc
To: Tom Storey
Cc: RT-Users@lists.bestpractical.com
Sent: Tuesday, July 24, 2007 1:53 AM
Subject: Re: [rt-users] Autoreply scrip doesnt execute
Hi Tom,
Try naming your local template Autoreply
If a queue template has the same name as a global template it will be used
instead of the global. I think this is what you want.
It would seem that your scrip should work, but it might be that RT only
triggers one scrip per transaction and that the global OnCreate is winning the
coin toss. Early on I disabled every global scrip and just create the ones
that I need locally. This way there are no surprises when RT sends a reply
that I didn't want sent. I do have 1 global scrip, but I wrote it and I know
that I want it to work across all queues (it's an e-mail password reset scrip).
Regards,
Gene
At 04:38 AM 7/22/2007, Tom Storey wrote:
This afternoon I installed RT 3.6.4, Ive setup a queue, I can email into
it, I can get a response to say a ticket has been created, but I cannot seem to
get it to reply with my own custom message.
Unless Im missing something so bleedingly obvious, this is what Ive done:
1. Click on Configuration, Queues, select my queue, click Templates, and
create a template
2. click on Scrips, then New scrip, and add a scrip using the following
parameters:
Description: Requestor creates ticket
Condition: On Create
Action: Autoreply To Requestors
Template: the template I created above
Stage: TransactionCreate
3. send a new test email to my queue
However, I still receive an auto reply message as per the global default
template.
Have I missed something, or is it not working as it should?
--
Gene LeDuc, GSEC
Security Analyst
San Diego State University
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