Hi.
Thanks for the help.
However, that has not really fixed the issue.
The way the system should work is that if an email comes in and a
ticket is opened the requester should get an auto response. They
should not get another response if they reply to that ticket.
At this point if you reply to the ticket it is triggering an auto
response.
It almost has to be this script because if i disable it that doesn't
happen. However, that also then breaks the auto response i want to go
out on ticket create.
Thoughts?
On 12/22/2015 9:58 PM, Matt Zagrabelny wrote:
Your perl isn't correct for the logic of the scrip.
(($self->TicketObj->QueueObj->Name || '') ne 'SafeSentryPro') ||
(($self->TicketObj->QueueObj->Name || '') ne
'Security-Appliance-Review-Logs')
-m
On Tue, Dec 22, 2015 at 6:04 PM, norman <li...@thekingstech.com> wrote:
Hello.
In the last week we upgraded our rt instance from 4.0.19 to 4.2.8
Before the upgrade we had a script that would aupo-reply to all new
tickets created by email unless they went to 2 queues in which we
would not
auto-reply at all.
Since the upgrade that script is sending out a message on all ticket
correspondence regardless of weather it's a create or not.
The condition is set to user defined and the code in custom
condition is
as follows.
($self->TransactionObj->Type || '') eq 'Create'
&&
($self->TicketObj->Status || '') ne 'resolved'
&&
($self->TicketObj->QueueObj->Name || '') ne 'SafeSentryPro' ||
'Security-Appliance-Review-Logs'
What's wrong here or is it a different problem entirely?
Thanks.
