[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 ___ 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?
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