[rt-users] email requestors on ticket open from web UI?
So we want to e-mail a copy of the web interface input to the requestors when (and only when) the ticket was created via the web ui. I'm guessing I should have a Scrip with a test for ->IsInbound() to determine if we opened the ticket for them. Any gotchas with this? Anybody gone down this road before and had issues? -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] email requestors on ticket open from web UI?
On Wed, 25 Feb 2009 15:51:05 -0500, Jo Rhett
wrote:
> So we want to e-mail a copy of the web interface input to the
> requestors when (and only when) the ticket was created via the web ui.
>
> I'm guessing I should have a Scrip with a test for ->IsInbound() to
> determine if we opened the ticket for them.
>
> Any gotchas with this? Anybody gone down this road before and had
> issues?
>
We query the message attachment for a 'Received' header, and if it's
present we assume an email message; if not we assume a web transaction:
my $trans = $self->TransactionObj;
# Get the message attachment
my $msgattr = $trans->Message->First;
if ( $msgattr and $msgattr->GetHeader('Received') ) {
# This is an email transaction
} else {
# This is a web transaction
}
You probably would add a piece that makes this happen only for a Create
transaction...
Steve
--
Stephen Turner
Senior Programmer/Analyst - SAIS
MIT IS&T
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Re: [rt-users] email requestors on ticket open from web UI?
Your suggestion did seem to work, with a custom condition of:
> my $trans = $self->TransactionObj;
>
> # Only do this for Create
> return undef unless( $self->TransactionObj->Type eq "Create" );
>
> # Only do this for tickets which weren't e-mailed in
> my $msgattr = $trans->Message->First;
> return undef if( $msgattr and $msgattr->GetHeader('Received') );
>
> # Otherwise, do the business.
> return 1;
However, it does cause an e-mail to be sent out to the requestors and
CCs if an e-mail ticket submission is Cloned, which we'd rather
avoid. Do you have any good ideas about how to avoid that situation?
On Feb 25, 2009, at 1:44 PM, Stephen Turner wrote:
> On Wed, 25 Feb 2009 15:51:05 -0500, Jo Rhett
> wrote:
>
>> So we want to e-mail a copy of the web interface input to the
>> requestors when (and only when) the ticket was created via the web
>> ui.
>>
>> I'm guessing I should have a Scrip with a test for ->IsInbound() to
>> determine if we opened the ticket for them.
>>
>> Any gotchas with this? Anybody gone down this road before and had
>> issues?
>>
>
> We query the message attachment for a 'Received' header, and if it's
> present we assume an email message; if not we assume a web
> transaction:
>
>my $trans = $self->TransactionObj;
>
># Get the message attachment
>my $msgattr = $trans->Message->First;
>
>if ( $msgattr and $msgattr->GetHeader('Received') ) {
> # This is an email transaction
>} else {
> # This is a web transaction
>}
>
> You probably would add a piece that makes this happen only for a
> Create transaction...
>
> Steve
>
> --
> Stephen Turner
> Senior Programmer/Analyst - SAIS
> MIT IS&T
--
Jo Rhett
Net Consonance : consonant endings by net philanthropy, open source
and other randomness
___
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
Community help: http://wiki.bestpractical.com
Commercial support: sa...@bestpractical.com
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
