Re: [rt-users] Looking for an example of how to send a different autoreply text based on the email address receiving the ticket

[Gilbert Rebeiro]

Hi,

Well finally the client has agreed to use a second queue and simple 
normal auto-reply template.

Thanks very much for your help.

I think multi-language support in templates would be useful these days.

Gilbert.

On 17/08/2011 9:35 AM, Emmanuel Lacour wrote:
On Tue, Aug 16, 2011 at 01:59:46PM -0400, Gilbert Rebeiro wrote:
Hi,

We have 2 email addresses (1 for english speaking clients and 1 for
french speaking clients) that receive ticket requests.

I was wondering if anyone can help with an example of a scrip that
would send a different autoreply (english reply if sent to
supp...@domain.com) (french reply with sent to
supporttechni...@domain.com) when a new ticket is created in the
general queue depending on the email address that the ticket was
sent to.

So if I understand how it works, the template would contain some
perl code that examines the email address to and auto-replies using
one text else it replies with another text.

My idea (untested, needs error checking):
- create two standard templates: autoreply-fr, autoreply-en
- use a Custom action for the autoreply scrip with the following prepare code:



my $lang;

foreach my $header(qw(To Cc)) {
     last (if $lang );
     foreach my $recipient (Email::Address->parse($message->head->get( $header 
) ) ) {
         if ( $recipient =~ /^support\@domain\.com$/ ) {
             $lang = 'en';
             last;
         } elsif ( $recipient =~ /^supporttechnique\@domain\.com$/ ) {
             $lang = 'fr';
             last;
         }
     }
}

# Default to english
$lang = 'en' unless ( $lang );

my $Template = RT::Template->new( $RT::SystemUser );
$Template->Load("autoreply-".$lang);

require RT::Action::Autoreply;
bless($self, 'RT::Action::Autoreply');
$self->{Argument} = 'Requestor';
$self->{TemplateObj} = $Template;
$self->Prepare;
return 1;





You can of course also use the header parsing code directly in the template, 
but I like the idea to have template per language.

--------
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