Hi Eli, I was looking at the "Quick ticket creation" at the bottom instead of the "new ticket in" button at the top right. With that option I can change the requestor. Sorry for the confusion.
Now I can create a scrip for the queue "On create". Your information below is very helpful and I should be able to work from here (Hopefully!). Thanks, Stefan On Mon, Oct 27, 2008 at 6:34 PM, Eli Altman <[EMAIL PROTECTED]> wrote: > I'm curious what you mean by 'when I create the ticket the requestor will be > me..' If you create the ticket through the WebUI and you have any privileges, > you should be able to manually type in a requestor. Otherwise, when you > create a ticket through email, and you have CommandByEmail installed, you > should just set the first line of your email to 'Requestor: emailaddress' and > it will set the requestor before any scrips even get to look at it. If this > is the only reason you don't want an AutoReply being sent, this will make it > go to the customer.. a comforting email to get IMO. I might understand what > you're trying to do here. You'd like to start a conversation with a > customer through RT and converse with them while having everything logged in > history (which happens by default when you create a ticket and 'Reply' or > correspond with them) Then, at some time in the conversation you'd like to > send them an email with an attached file that you create specifically for > them. There are ways of doing this, but to start I'll give you a few things > to think about. > > Will you be using RT in a normal way at any point in the future (customer > emails RT, gets an autoreply, staff gets notification, maybe emails back and > forth a couple of times with the customer, fixes problem and resolves the > ticket) Or do you plan using this one workflow as you just described, for > ever? > > You'll need to get into Queue based scrips, Queue based templates, and > possibly the RT-Attach-Message special template header. You'll want to > simplify the correspondence template add the employees username to the top so > the customer will know who they are talking to. If you'd like the RealName > of the staff member to show up, it will require more effort. The replyto and > from email address from these emails cannot be changed from your RT email, as > you need all of the email correspondence to go through RT and be logged into > that specific ticket in the subject of the email. > > Another thing to think about, is whether or not 'RT-Attach-Message: yes' will > do what you need it to do. I've found that this special header will only > attach files that are in the most recent transaction. Like if someone just > created a ticket by email, and they attached a file to that initial email, > the template to notify staff that a new ticket has been created can include > that special header. In this case, it would simply attach initial attached > file to the outgoing email to the staff. If that template is used for > something else completely later (like a status change or something basic) it > won't attach anything. I'm using 3.8.1 and wanted something similar what > you're looking for. I wanted a specific template to include EVERY > attachment from the ticket to the outgoing email. I had to modify maybe > three files to get this working, allowing a new special header > 'RT-Attach-All: yes' to do this. > > http://wiki.bestpractical.com/view/Template > > According to the wiki, it should do this but I was unable to make it work as > I needed. > > If you find that in the end you'll need to do this mod, I'll help you. My > concern is that you may not be up to speed enough on RT basics to apply this > mod without breaking your installation. > > Elias > > ________________________________________ > From: Stefan Le Jeune [EMAIL PROTECTED] > Sent: Sunday, October 26, 2008 11:55 PM > To: Eli Altman > Cc: [email protected] > Subject: Re: [rt-users] Condition scrip > > Hi Eli, > > > On Fri, Oct 24, 2008 at 5:26 PM, Eli Altman <[EMAIL PROTECTED]> wrote: >> Stefan, RT may already be configured to do what you need right out of the >> box. I'd suggest learning more about Scrips and Templates when you have >> time. How much experience do you have with RT? >> > I've been using it for 6 months. I've managed to switch off scrips, > create new ones and new templates. So not a total newbie but I > haven't mastered the condition scripting. > > Maybe I did not explain my case too well. > > I want to initiate an email between my company and a customer and I > want to track that conversation. So when I create the ticket the > requestor will be me so I don't want to get the default "on create" > email back to me. > Then I want to go to the ticket and change the requestor from me to > the person I want to email. > Then I want to attach a document that is specific for that customer > but the text in the body of the email will be the same for all > customers. Something along the lines of "Please find attached an > excel document with queries relating to your claim." (etc,etc). > > To save me (the company) having to create the email body text each > time I was hoping that I could automate it somehow. My thought was to > use a condition that would check if the status is going from "New" to > "Open" and then send the template. > > You said: >> Scrip Condition: On Open >> Action: Notify Requestor >> Template: <create your own> >> Stage: TransactionCreate > > I don't have an "On Open" condition in the condition drop down (In RT > 3.6.7). But this could help me out maybe. > > > Regards, > Stefan > > >>>I want to initiate a ticket and send a standard email out with an >>>attachment that will be different each time. >> >> Please explain further "with an attachment that will be different each >> time." When a ticket is created, by default RT will send an email to the >> requestor using the 'Default Autoresponse template' This basically says >> something like, "Thank you for submitting a ticket." But you can customize >> it to say anything you'd like. >> >>>My thinking was as follows: >>>Users creates new ticket in queue with a subject. >>>Selects ticket and changes the requester to the person who will get the >>>email. >> >> This should happen by default if the scrip action includes Notify Requestor >> (which it does for the standard AutoReply scrip) The ticket creator is >> usually the Requestor, unless that is overridden by a privileged user when >> the ticket is created through the WebUI or overridden using the >> CommandByEmail plugin. >> >>>Selects a reply on the ticket and attaches the document. >> >> Does the reply document need to be an actual attachment, or can it just be a >> canned response in the body of the email? Reason I'm asking, you can >> customize 'templates' to display whatever message you'd like in the RT >> emails. As earlier, the default email templates in RT are pretty good. I >> believe most of us use them with only a few modifications. Actually >> attaching a specific file to those emails may be more challenging, but not >> out of the question. >> >>>Now, instead of typing out the same email body every time or copying >>>and pasting from an old one, I would like to use the scrips and >>>templates to do that. >>>I would think I need to put a condition to only send the template when >>>the status is changing from New to Open. >> >> Scrip Condition: On Open >> Action: Notify Requestor >> Template: <create your own> >> Stage: TransactionCreate >> >>>As there could be further >>>correspondence later I don't want the standard template to go out >>>after the initial email. >> >> If you are saying you don't want the standard AutoReply going out when >> someone creates a ticket, you can simply disable that one Scrip by changing >> 'Stage' to 'Disabled' on the scrip responsible for the AutoReply. To sum >> up, you can create as many custom scrips and templates as you'd like, to be >> triggered by anything.. status changing to something specific, based on >> content of the subject, the content of the ticket itself, specific >> requestors, etc. >> >> Elias >> >> >> > _______________________________________________ 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
