-----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hi Tom, there's a much simpler way of dealing with it: I guess you want to have a look at Scrips and Templates.
You can disable some of them. For example, Autoreply is the one triggered when a ticket is created, Correspond is the one triggered for any other reply except for a ticket resolution, Resolved is the resolution. Possibly, you want to leave just Autoreply and Resolved as active. Giuseppe On 15/11/11 15:24, Tom Hansen wrote: > > I am new to RT but I have done extensive searching on this and > have not found what I am looking for. So, apologies if this is an > FAQ that I have somehow missed. > > Basically, I want to set up RT4 so that it will only send e-mails > upon explicit request. No e-mails on ticket creation, no e-mails > on status change, no e-mails on adding comments/replies. > > I would just like, on every reply/comment, to have an "e-mail > this" option so that an admin can very simply choose at the time > of entering a reply or comment, to actually send as an e-mail. > The DEFAULT would always be to NOT send any e-mails to anyone, and > even if you choose to update a requestor on a particular reply or > comment, I don't want that action to "turn on the faucet" for that > user- I want the default to always be NO E-MAIL. > > Why is this? Because I know that my user base would be irritated > by such e-mails. I know I am when I get automated replies like > "Your ticket #7546564 has been received. Our next available tech > will respond." It's like calling an 800 number and getting the > infamous "your call is very important to us. Please hold and your > call will be answered in the order it was received." > > I ultimately would like the user to receive usually just one > e-mail when the ticket is closed, consisting of a personal message > from one of us that also gets recorded in RT. That's it. And even > that should be optional. Even if the problem had to be bounced > between two techs, escalated, placed on hold for a day pending > response from the vendor, before finally being resolved by a third > tech, and the manager. I just don't want the user going on that > roller-coaster ride with us unless they want to, and then we would > only want to manually send out those pieces of information that we > explicitly choose to share, at the time that we want to share it. > > I don't want RT sending out ANY e-mails automatically, EVER. > > But I still want the capability to manually choose to send any > reply/comment from RT to a user if need be. But only on explicit > manual request from the admin entering the information into RT. > > This sounds like such a simple, obvious scenario, yet I find > support for it nowhere. Must I spend a week learning the internals > of RT and write my own extension, to just set it so that it will > only send e-mails manually? > > > For now I have implemented a quick fix to allow me to use RT: I > inserted an "exit" statement into the top of the Perl code routine > that sends e-mails -- it was the top recommendation on the wiki -- > and then I went in and, via a custom callback I got from the Wiki, > suppressed the listing of those numerous "e-mail sent" entries > that pollute the ticket history. But this solution means that I'm > forever copying and pasting to and from e-mails to users. Which > is fine, it's doable. But why does it need to be so hard to just > turn off automatic e-mailing from RT? > - -- ____________________________________ Giuseppe Sollazzo Senior Systems Analyst Computing Services Information Services St. George's, University Of London Cranmer Terrace London SW17 0RE Email: gsoll...@sgul.ac.uk Direct Dial: +44 20 8725 5160 Fax: +44 20 8725 3583 -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.10 (GNU/Linux) Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org/ iQEcBAEBAgAGBQJOwokzAAoJEAqigArPBfJXjWQH/27Vv8LtD96768Xd4zslR+i4 yqZV/zPSykPq2UOPKYQr6DkgrRPt4lqEfP+aeJ7djAJI8Q98tpSlB0srN6Y5CibI LpbwsXmvxCTD/qsG57w5A3Yt5mIQnNMJNboS9K3j06T6vbB+Zr1oWQo3Xs1I/xSq WmBf6Q3h95bLD7IWMpGPjA3nWgv9RjZzNROYznKppl/nVUscmAqkqy3ZrPWtxBZK 9XDaQ9jxCumaAB55GCf4LG+wmqLnR7jLD15WNM9aIVOYZcp/UQdWV86DE8LcFLFx 2zDYkfTAki/UihtEW26sz056tZ1SG4CAsnlUxHciDks/TyA0MaDVXQYqRArCYJA= =tHem -----END PGP SIGNATURE----- -------- RT Training Sessions (http://bestpractical.com/services/training.html) * Barcelona, Spain November 28 & 29, 2011
