Hi,
Yes so all do speak all the languages that we support.
I was able to override the auto-reply by deleteing the global scrip and
creating a scrip per queue so that is good.
I created a scrip to move the ticket from my fr queue to the General queue.
Condition: On Create
Action: User Defined
Template: Blank
Stage: TransactionCreate
Custom Condition: return 1;
Custom Action cleanup code:
# Change queue
my $newqueue = "General";
my $T_Obj = $self->TicketObj;
$RT::Logger->info("Auto assign ticket #". $T_Obj->id ." to queue #".
$newqueue );
my ($status, $msg) = $T_Obj->SetQueue($newqueue);
unless ($status) {
$RT::Logger->warning("unable to set new queue: $msg");
return undef;
}
return 1;
It doesn't work and I don't know how to debug it?
Is it being processed?
Where is it going wrong?
Any suggestions would be great.
Thanks,
Gilbert.
On 17/08/2011 3:23 PM, Ruslan Zakirov wrote:
On Wed, Aug 17, 2011 at 10:08 PM, Gilbert Rebeiro<[email protected]> wrote:
ok so I created a new queue called fr
I will do a simple autoreply that is bound to this queue.
I used the condition
my $Ticket = $self->TicketObj;
my $Transaction = $self->TransactionObj;
if ( ($Transaction -> Type eq 'Create')
&& !($Ticket->QueueObj->Name eq 'fr' ) )
{ return (1); }
else
{return (undef); }
But it doesn't seem to be limited to only this queue called fr
What am I doing wrong?
Do all the staff in your team speak all languages you provide support
in? Usually it's not the case. Even if it's now, later it may be
different. It's better to use different queues for different languages
and give staff rights depending on language they know.
In this case you don't need custom conditions. You just use different
mail addresses for different languages (you do it already) and map
addresses to different queues. Override default templates in queues:
http://requesttracker.wikia.com/wiki/Template#What_if_I_want_to_override_a_global_template_for_one_of_my_queues.3F
Also I would like to have the ticket moved to the general queue after the
auto-reply is there a simple way to do this?
Thanks,
Gilbert.
On 17/08/2011 1:38 PM, Gilbert Rebeiro wrote:
Well it is more that if a client is flagged as french the auto-responder
would be one in french.
If we were communicating with someone it would be a human making the
determination as to which language should be used, if there were 4 people
etc.
I would see enabling languages (fr, es, etc) then having default templates
for enabled languages.
The language flag on the user would determine the template used to
auto-respond.
Just my thoughts.
On 17/08/2011 1:06 PM, Kevin Falcone wrote:
On Wed, Aug 17, 2011 at 12:44:30PM -0400, Gilbert Rebeiro wrote:
I think multi-language support in templates would be useful these days.
How do you handle a template sending mail to 4 people at the same time
(all CCs or all Requestors) all of who speak a different language?
There's some more fundamental changes that need to happen to mail
processing to make it easy.
-kevin
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--------
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
