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: [email protected]
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
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