Re: [Junk released by User action] Re: [rt-users] Disable Auto reply message for a group
Sean, If your "Helpdesk" group are the only ones who create tickets, then my idea still works. By going to "notify" instead of "Autoreply", the creators of the ticket (the Helpdesk group) will NOT get an email notification but anyone else on the list will. By the way, when your Helpdesk group creates tickets, they can indicate another user or id as the "Requestor" on the ticket and they (helpdesk) will still remain as the ticket "creators". By setting the action to "Notify Requestors, .." the email will still be sent to the requestor(s) on the ticket and the creators will NOT. Goo Luck! Kenn LBNL On 1/17/2008 8:48 AM, Sean McCreadie wrote: Kenn, Thanks for the tip on those actions, I didn't think about that before. I guess im still a little stuck on this because I need to be able to disable the Autoreply action for only those members of my RT group called "Helpdesk" and still have it work for all the unprivileged users. Gene replied with a way to check group membership in a custom condition, I think this is the way to go, but I can't seem to get the syntax right to get it to work. Maybe there is a way to write in a custom condition to return undef if the requestor is a privileged user? Perhaps I can just list all the email addresses of the members of my helpdesk group in the custom condition? , as there are only about 10 members. I was able to get it to work for one email address (I pasted the code in the original post) but I couldn't figure out how ot list several addresses. Thanks again for all the help on this, I have learned a lot so far off this mailing list and hope to contribute more as I get more experience with RT. Sean -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Kenneth Crocker Sent: Wednesday, January 16, 2008 9:55 AM To: Sean McCreadie Cc: rt-users@lists.bestpractical.com Subject: [Junk released by User action] Re: [rt-users] Disable Auto reply message for a group Sean, Try changing the action from "Autoreply" to "Notify". That way the person creating the ticket will not get an email but everyone else on the list will. In fact, that is the only difference between an "Autoreply" action and a "Notify" action. The notify action assumes that since you're the one doing the creating, you do not need to be bothered by an email but sends one to everyone else, whereas an "Autoreply" nails evryone on the list, period. Good Luck. Kenn LBNL On 1/15/2008 11:05 PM, Sean McCreadie wrote: Hello, I've been looking through the wiki and mailing lists trying to find a solution to this with no success. I'm sure it's very simple, I'm just new to this. I need to disable the default Auto reply scrip for only my Helpdesk team, that way all the unprivileged users will still receive the Auto reply, but not the HelpDesk team when they create a ticket. I tried adding this custom condition to the default scrip and was able to disable it for one email address, but im hoping there is an easy way to check group membership. Thanks in advance for all the help. if ( $self->TransactionObj->Type eq "Create" && $self->TicketObj->RequestorAddresses() =~ /[EMAIL PROTECTED]/ { return undef; } else { return 1; Sean McCreadie IT Support Canyon Partners, LLC 310 858 4288 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [Junk released by User action] Re: [rt-users] Disable Auto reply message for a group
On Thu, Jan 17, 2008 at 08:48:45AM -0800, Sean McCreadie wrote: > Kenn, > > Thanks for the tip on those actions, I didn't think about that before. > I guess im still a little stuck on this because I need to be able to > disable the Autoreply action for only those members of my RT group > called "Helpdesk" and still have it work for all the unprivileged users. > Gene replied with a way to check group membership in a custom condition, > I think this is the way to go, but I can't seem to get the syntax right > to get it to work. Maybe there is a way to write in a custom condition > to return undef if the requestor is a privileged user? Perhaps I can > just list all the email addresses of the members of my helpdesk group in > the custom condition? , as there are only about 10 members. I was able > to get it to work for one email address (I pasted the code in the > original post) but I couldn't figure out how ot list several addresses. > Thanks again for all the help on this, I have learned a lot so far off > this mailing list and hope to contribute more as I get more experience > with RT. > Once you have an array with your helpdesk users emails, uses something like this: if ( $self->TransactionObj->Type eq "Create" ) { my @HelpDeskMembersEmails = FIXME; my $requestor = $self->TicketObj->RequestorAddresses(); if (grep{ lc($requestor) eq lc($_)} @HelpDeskMembersEmails) { return undef; } } return 1; ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
RE: [Junk released by User action] Re: [rt-users] Disable Auto reply message for a group
Kenn, Thanks for the tip on those actions, I didn't think about that before. I guess im still a little stuck on this because I need to be able to disable the Autoreply action for only those members of my RT group called "Helpdesk" and still have it work for all the unprivileged users. Gene replied with a way to check group membership in a custom condition, I think this is the way to go, but I can't seem to get the syntax right to get it to work. Maybe there is a way to write in a custom condition to return undef if the requestor is a privileged user? Perhaps I can just list all the email addresses of the members of my helpdesk group in the custom condition? , as there are only about 10 members. I was able to get it to work for one email address (I pasted the code in the original post) but I couldn't figure out how ot list several addresses. Thanks again for all the help on this, I have learned a lot so far off this mailing list and hope to contribute more as I get more experience with RT. Sean -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Kenneth Crocker Sent: Wednesday, January 16, 2008 9:55 AM To: Sean McCreadie Cc: rt-users@lists.bestpractical.com Subject: [Junk released by User action] Re: [rt-users] Disable Auto reply message for a group Sean, Try changing the action from "Autoreply" to "Notify". That way the person creating the ticket will not get an email but everyone else on the list will. In fact, that is the only difference between an "Autoreply" action and a "Notify" action. The notify action assumes that since you're the one doing the creating, you do not need to be bothered by an email but sends one to everyone else, whereas an "Autoreply" nails evryone on the list, period. Good Luck. Kenn LBNL On 1/15/2008 11:05 PM, Sean McCreadie wrote: > Hello, > > > > I've been looking through the wiki and mailing lists trying to find a > solution to this with no success. I'm sure it's very simple, I'm just > new to this. I need to disable the default Auto reply scrip for only my > Helpdesk team, that way all the unprivileged users will still receive > the Auto reply, but not the HelpDesk team when they create a ticket. I > tried adding this custom condition to the default scrip and was able to > disable it for one email address, but im hoping there is an easy way to > check group membership. Thanks in advance for all the help. > > > > if ( $self->TransactionObj->Type eq "Create" && > > $self->TicketObj->RequestorAddresses() =~ /[EMAIL PROTECTED]/ > > { > > return undef; > > } else { > > return 1; > > > > > > > > Sean McCreadie > > IT Support > > Canyon Partners, LLC > > 310 858 4288 > > > > > > > ___ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: [EMAIL PROTECTED] > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Disable Auto reply message for a group
Sean, Try changing the action from "Autoreply" to "Notify". That way the person creating the ticket will not get an email but everyone else on the list will. In fact, that is the only difference between an "Autoreply" action and a "Notify" action. The notify action assumes that since you're the one doing the creating, you do not need to be bothered by an email but sends one to everyone else, whereas an "Autoreply" nails evryone on the list, period. Good Luck. Kenn LBNL On 1/15/2008 11:05 PM, Sean McCreadie wrote: Hello, I’ve been looking through the wiki and mailing lists trying to find a solution to this with no success. I’m sure it’s very simple, I’m just new to this. I need to disable the default Auto reply scrip for only my Helpdesk team, that way all the unprivileged users will still receive the Auto reply, but not the HelpDesk team when they create a ticket. I tried adding this custom condition to the default scrip and was able to disable it for one email address, but im hoping there is an easy way to check group membership. Thanks in advance for all the help. if ( $self->TransactionObj->Type eq "Create" && $self->TicketObj->RequestorAddresses() =~ /[EMAIL PROTECTED]/ { return undef; } else { return 1; Sean McCreadie IT Support Canyon Partners, LLC 310 858 4288 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
RE: [rt-users] Disable Auto reply message for a group
Hi Sean, Are the addresses you want to exclude members of an RT group, or is there some other way of identifying them (like [EMAIL PROTECTED])? If they are members of an RT group, it's not difficult to check to see if an address is a group member. You can use the group's MemberEmailAddresses() or MemberEmailAddressesAsString() methods to grab the members of the group and then check to see if your address is in there. The first returns an array of addresses and the second returns a string. Regards, Gene At 06:49 AM 1/16/2008, Sean McCreadie wrote: Stephen, Thank you for getting back to me on this, yes I did set the condition to user defined and I was able to get the scrip to work in that it will not Autoreply to the the one email address I specify. I would like to be able to have it not send the Autoreply to an entire group but I don't know how to write the code for that. I tried to list all the email addresses in my helpdesk group individually and wasn't able to get that going either, I know its just a syntax error. Thanks for the debugging bit also. Sean -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Stephen Turner Sent: Wednesday, January 16, 2008 6:41 AM To: Sean McCreadie; rt-users@lists.bestpractical.com Subject: Re: [rt-users] Disable Auto reply message for a group At Wednesday 1/16/2008 02:05 AM, Sean McCreadie wrote: >Hello, > >I've been looking through the wiki and mailing lists trying to find >a solution to this with no success. I'm sure it's very simple, I'm >just new to this. I need to disable the default Auto reply scrip >for only my Helpdesk team, that way all the unprivileged users will >still receive the Auto reply, but not the HelpDesk team when they >create a ticket. I tried adding this custom condition to the >default scrip and was able to disable it for one email address, but >im hoping there is an easy way to check group membership. Thanks in >advance for all the help. > >if ( $self->TransactionObj->Type eq "Create" && > $self->TicketObj->RequestorAddresses() =~ /[EMAIL PROTECTED]/ >{ > return undef; >} else { > return 1; > Sean, 1. Did you also set the Condition drop-down entry to 'User defined' ? 2. Check the RT log for error messages. 3. Also, to help debug, you can put this kind of thing in the code: $RT::Logger->debug("Email is from Help Desk" ); these messages show up in the log. Steve ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Gene LeDuc, GSEC Security Analyst San Diego State University ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
RE: [rt-users] Disable Auto reply message for a group
Stephen, Thank you for getting back to me on this, yes I did set the condition to user defined and I was able to get the scrip to work in that it will not Autoreply to the the one email address I specify. I would like to be able to have it not send the Autoreply to an entire group but I don't know how to write the code for that. I tried to list all the email addresses in my helpdesk group individually and wasn't able to get that going either, I know its just a syntax error. Thanks for the debugging bit also. Sean -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Stephen Turner Sent: Wednesday, January 16, 2008 6:41 AM To: Sean McCreadie; rt-users@lists.bestpractical.com Subject: Re: [rt-users] Disable Auto reply message for a group At Wednesday 1/16/2008 02:05 AM, Sean McCreadie wrote: >Hello, > >I've been looking through the wiki and mailing lists trying to find >a solution to this with no success. I'm sure it's very simple, I'm >just new to this. I need to disable the default Auto reply scrip >for only my Helpdesk team, that way all the unprivileged users will >still receive the Auto reply, but not the HelpDesk team when they >create a ticket. I tried adding this custom condition to the >default scrip and was able to disable it for one email address, but >im hoping there is an easy way to check group membership. Thanks in >advance for all the help. > >if ( $self->TransactionObj->Type eq "Create" && > $self->TicketObj->RequestorAddresses() =~ /[EMAIL PROTECTED]/ >{ > return undef; >} else { > return 1; > Sean, 1. Did you also set the Condition drop-down entry to 'User defined' ? 2. Check the RT log for error messages. 3. Also, to help debug, you can put this kind of thing in the code: $RT::Logger->debug("Email is from Help Desk" ); these messages show up in the log. Steve ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Disable Auto reply message for a group
At Wednesday 1/16/2008 02:05 AM, Sean McCreadie wrote: Hello, I've been looking through the wiki and mailing lists trying to find a solution to this with no success. I'm sure it's very simple, I'm just new to this. I need to disable the default Auto reply scrip for only my Helpdesk team, that way all the unprivileged users will still receive the Auto reply, but not the HelpDesk team when they create a ticket. I tried adding this custom condition to the default scrip and was able to disable it for one email address, but im hoping there is an easy way to check group membership. Thanks in advance for all the help. if ( $self->TransactionObj->Type eq "Create" && $self->TicketObj->RequestorAddresses() =~ /[EMAIL PROTECTED]/ { return undef; } else { return 1; Sean, 1. Did you also set the Condition drop-down entry to 'User defined' ? 2. Check the RT log for error messages. 3. Also, to help debug, you can put this kind of thing in the code: $RT::Logger->debug("Email is from Help Desk" ); these messages show up in the log. Steve ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com