Robert, Have you tried creating two different resolve notification scrips? 1 for the requestor (that uses a template with no content) and 1 for others that uses a template with all the content? I'm not sure if that is what you wanted, but it's a thought.
Kenn LBNL On Wed, Aug 17, 2011 at 1:34 AM, Robert Vicchiullo <[email protected]>wrote: > i am using the CommandByEmail. > the problem is when the helpdesk replies to emails it sends out the > commands to the requester. > i am trying to write some custom things to block those corresponds from > going to the requester. so if they someone closes a ticket via email the > requester will get the email with the Status: resolved in it as well as the > default templated email saying it was closed. > > and i know we could send the requests to the comment email, but we are > coming from another ticketing system where there was only 1 email and i > would rather not have to have everyone always remember to do that. writing > this seemed like it would be pretty easy. just need to work out the kinks. > > > ________________________________________ > From: [email protected] [[email protected]] on behalf of > Ruslan Zakirov [[email protected]] > Sent: Tuesday, August 16, 2011 3:49 PM > To: Robert Vicchiullo > Cc: [email protected] > Subject: Re: [rt-users] help with scrip (search correspond body) > > Hi, > > What exactly are you trying to do? Why do you need custom condition > when RT has "On Correspond" out of the box? > > On Wed, Aug 17, 2011 at 2:44 AM, Robert Vicchiullo <[email protected]> > wrote: > > Ok that’s worked and I have the following > > my $Content = $self->TransactionObj->Content; > > if( $Content =~ m/Status: resolved/){ > > return 0; > > } > > return 1; > > > > problem is when the Content does match and it does return 0; > > it sends out an email and says " This transaction appears to have no > content" > > > > -----Original Message----- > > From: [email protected] [mailto:[email protected]] On > Behalf Of Ruslan Zakirov > > Sent: Sunday, August 14, 2011 1:59 PM > > To: Robert Vicchiullo > > Cc: [email protected] > > Subject: Re: [rt-users] help with scrip (search correspond body) > > > > On Sat, Aug 13, 2011 at 12:57 AM, Robert Vicchiullo <[email protected]> > wrote: > >> Need a little help and would appreciate any advice. > >> > >> I am trying to write a scrip for > >> > >> “On Correspond Notify Requestors and Ccs” > >> > >> I have Condition set to User defined and stage set to transactionbatch. > >> > >> > >> > >> In Custom condition I have: > >> > >> > >> > >> my $Content = $self->TransactionObj->Attachments->First->Content; > > > > Try the following: > > > > $self->TransactionObj->Content; > > > > It will find text part in the message and return it content. > > > > [snip] > > > > -- > > Best regards, Ruslan. > > -------- > > RT Training Sessions (http://bestpractical.com/services/training.html) > > * Chicago, IL, USA September 26 & 27, 2011 > > * San Francisco, CA, USA October 18 & 19, 2011 > > * Washington DC, USA October 31 & November 1, 2011 > > * Melbourne VIC, Australia November 28 & 29, 2011 > > * Barcelona, Spain November 28 & 29, 2011 > > > > -- > Best regards, Ruslan. > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Chicago, IL, USA September 26 & 27, 2011 > * San Francisco, CA, USA October 18 & 19, 2011 > * Washington DC, USA October 31 & November 1, 2011 > * Melbourne VIC, Australia November 28 & 29, 2011 > * Barcelona, Spain November 28 & 29, 2011 >
-------- RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 & 27, 2011 * San Francisco, CA, USA October 18 & 19, 2011 * Washington DC, USA October 31 & November 1, 2011 * Melbourne VIC, Australia November 28 & 29, 2011 * Barcelona, Spain November 28 & 29, 2011
