I have given you the code for requester change , but you want to change
it to a particular value .. you need to figure out where are you getting
this value from ist in the original email text?? , do you have a queue
for each customer?? how are you expecting RT to know when email comes
in, the ticket created is for customer X and hence the email address
[EMAIL PROTECTED] should be added as requester??
Regards;
Roy
Helmuth Ramirez wrote:
After re-reading this several times (sorry, my hamsters aren't spinning their
wheels up to speed yet), I can now answer properly...I am not defining a value
for $CustomerEmailAddress. That is very likely because I don't know how :(
Every single condition is in that fancy drop down except On Requestor change ;)
-----Original Message-----
From: Roy El-Hames [mailto:[EMAIL PROTECTED]
Sent: Thursday, January 11, 2007 9:19 AM
To: Helmuth Ramirez
Cc: [email protected]
Subject: Re: [rt-users] Notify Requestor on Requestor change
Please do n't set an email notifier when mailing to the list .. we may
suspect you as a spammer :¬)
As Drew mentioned (and I think I mentioned it in my first mail) you
need a condition which is on Create, because I guess what you want is:
When a ticket is created => add new/change requester
Also where are you getting your requester's email address from, you need
to define and give value to $CustomerEmailAddressRegards;
Regards;
Roy
Helmuth Ramirez wrote:
Thanks Roy for your help on this again. I did as you instructed, I am
not getting anything in the log. I am attaching a screenshot of my
scrip, just so its clear what it is I'm doing.
And believe me, it was not a silly question...Linux/RT/Perl is a new
world to me...there are no "obvious" questions in my book :-)
-----Original Message-----
From: Roy El-Hames [mailto:[EMAIL PROTECTED]
Sent: Thursday, January 11, 2007 8:30 AM
To: Helmuth Ramirez
Cc: [email protected]
Subject: Re: [rt-users] Notify Requestor on Requestor change
Hi Helmuth;
forgive me if this is a silly question but do you have a value for
$CustomerEmailAddress
you can check by adding debug statements in the scrips :
$RT::Logger->debug("my value for CustomerEmailAddress is
".$CustomerEmailAddress")
stick this just above the line:
$self->TicketObj->AddWatcher(Type=>'Requestor', Email =>
$CustomerEmailAddress);
and your custom action preparation code should end with
return 1;
Once you done this run a test and check your rt.log file if you do have
a value.
Regards;
Roy
Helmuth Ramirez wrote:
Hi all,
I finally got around to trying this out and was unfortunately
unsuccessful. Of course there is a VERY high likelihood I did
something
wrong. What I would like to accomplish is notify the new Requestor
when
we change Requestors manually on a ticket (that way they know they
have
a ticket open).
Based on Roy's e-mail below here is exactly what I did:
Go to New Scrip screen
Description: RequestorChange
Condition: -
Action: User Defined
Template: Global template: Autoreply
Stage: TransactionCreate
Custom Condition: blank
Custom action preparation code:
$self->TicketObj->AddWatcher(Type=>'Requestor', Email =>
$CustomerEmailAddress);
Custom action cleanup code: blank
Thanks everyone!
-----Original Message-----
From: Roy El-Hames [mailto:[EMAIL PROTECTED]
Sent: Friday, October 06, 2006 5:35 AM
To: Helmuth Ramirez
Cc: [email protected]
Subject: Re: [rt-users] Notify Requestor on Requestor change
Hi Hemuth;
I have n't RT available to me now but from memory; I *think* your
Condition should be on create with user defined action, I am not sure
how you'll want to grab the new requestor (ie the original customer
email address) , but when you do have it your custom action can be
something similar to:
$self->TicketObj->AddWatcher(Type=>'Requestor', Email =>
$CustomerEmailAddress);
If you want to remove the staff member requestor --who forwarded the
message-- you do :
$self->TicketObj->DeleteWatcher(Type=>'Requestor', Email =>
$StaffEmailAddress);
And then you set your template the Autoreply.
Possibly you'll need to delete the default scrip On Create AutoReply
to
requestor on Create
Good luck
Roy
Helmuth Ramirez wrote:
Hey guys,
I hate to be that guy that brings up old requests..buuuuut, can
someone give me some advice on this?
I'd really appreciate it.
Thanks everyone :)
-----Original Message-----
From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf Of
Helmuth
Ramirez
Sent: Thursday, September 28, 2006 5:27 PM
To: [email protected]
Subject: [rt-users] Notify Requestor on Requestor change
Hi all,
In our environment it is common for us to forward an e-mail to RT
to
convert it into a ticket. Once it's a ticket we can change the
requestor (since by default it would be us). We do it like this to
avoid the cut and paste alternative.
So, with that said, is there a way to....let me rephrase that, I KNOW
RT
can do it, I just don't know how. We would like to change the
requestor
and upon doing so the new requestor be notified. I checked the
default
conditions, and they involve all the 'Change' items (Status,
Priority,
Owner, Queue) except Requestor :(
Any help would be REALLY appreciated.
Cheers!!
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