Re: [rt-users] script problem with ticket create.

[Jeffrey Pilant]

norman writes:
>Hi.
>I seem to be missing something.
>there is no "on correspond auto-reply to requester" script that i can 
>see, Only the script i laid out earlier.
>If i disable the following script, it fixes the issues but also disables 
>my aupo-reply on create.
>The script is laid out as follows with the code added that i had been 
>given earlier in this thread.
>Condition: "user defined", with the following code in the "custom 
>condition" box.


This makes me think your correspondence is going to the create address.
What are your mail aliases?
Do the comment/correspondent have the ticket # in the subject line?

/jeff


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Re: [rt-users] script problem with ticket create.

[norman]

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  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.

Re: [rt-users] script problem with ticket create.

[Matt Zagrabelny]

On Wed, Dec 23, 2015 at 12:13 PM, norman  wrote:
> 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.

Yep. That is "On Create". Don't disable that scrip.

 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.


Yep. That is "On Correspond". Disable that scrip.


-m

Re: [rt-users] script problem with ticket create.

[norman]

Hi.
I seem to be missing something.
there is no "on correspond auto-reply to requester" script that i can 
see, Only the script i laid out earlier.
If i disable the following script, it fixes the issues but also disables 
my aupo-reply on create.
The script is laid out as follows with the code added that i had been 
given earlier in this thread.
Condition: "user defined", with the following code in the "custom 
condition" box.


($self->TransactionObj->Type || '') eq 'Create'
&&
($self->TicketObj->Status || '') ne 'resolved'
&&
(($self->TicketObj->QueueObj->Name || '') ne 'SafeSentryPro') ||
(($self->TicketObj->QueueObj->Name || '') ne
'Security-Appliance-Review-Logs')

Action: "autoReply To Requesters".

Template: "AutoReply"

Any help is appreciated.


On 12/23/2015 1:16 PM, Matt Zagrabelny wrote:

On Wed, Dec 23, 2015 at 12:13 PM, norman  wrote:

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.

Yep. That is "On Create". Don't disable that scrip.

  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.


Yep. That is "On Correspond". Disable that scrip.


-m

[rt-users] script problem with ticket create.

[norman]

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.