On Aug 25, 2009, at 7:57 AM, Toby Darling wrote: > Hi Jonathan > >> 1) Sometimes the students send an email directly to their >> instructor, >> rather than sending the email to RT first. We want those emails >> going >> through RT. > > If your instructors have access to a decent email client, they can > bounce/redirect the message straight into RT. There's a great > Thunderbird extension called Mail Redirect. It's built-in to old- > school clients like mutt. We've just been forcibly moved to Outlook/ > Exchange and it's all gone pear shaped :-( >
This works beautifully (and is SO much easier than what I was contemplating doing...). Thanks! >> 2) Instructors sometimes need to initiate a ticket with a student, >> as >> if the student was the requester (so that replies will go into RT, >> rather than to the instructor's private email address). > > I've got a similar requirement. After a little thought - how about > setting up a new queue that uses a queue specific Autoreply template > that does nothing more than include the original message? Instructor > goes: > > New Ticket in -> SpecialQueue > fill in student as requestor > set subject > write message > click send > [RT sends the On Create Autoreply which is just the text that the > instructor added] > change queue to what it should be > > Anyone see an issue with that? > This is a good idea. However, we have to support lots of classes, and I don't relish the idea of creating a second queue (with queue- specific templates) for each class. What I ended up doing this morning is customizing the global Autoreply template so that it detects to see if the ticket was created using the UI, and send a different sort of message to the student. But I don't like how I implemented this. I ended up having to essentially wrap my template in a big if statement, and do one thing if the original message contained received headers, and something else if not (got this from OnWebCorrespond in Wiki). This is messy, and will be VERY error prone when editing the text. Is there an easy way to simply chose a different template based on some condition for the autoreply? I'd basically just like to choose one template or another based on a simple test. Including the template (as in the ForkTemplate contribution on the Wiki) didn't work, since I had variables to evaluate in each template, and doing it as ForkTemplate suggests ends up just pasting the perl code in the sub-templates, rather than evaluating them. Maybe wrap the template I loaded in an eval statement or something? I am a perl newbie, so I'm at a bit of a loss. > Cheers > Toby > > > LEGAL NOTICE > Unless expressly stated otherwise, information contained in this > message is confidential. If this message is not intended for you, > please inform [email protected] and delete the message. > The Cambridge Crystallographic Data Centre is a company Limited > by Guarantee and a Registered Charity. > Registered in England No. 2155347 Registered Charity No. 800579 > Registered office 12 Union Road, Cambridge CB2 1EZ. _______________________________________________ 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
