Hi,
We often end up with duplicate tickets because someone emails in and
cc's several other people. One of them Replies All and generates a new
ticket in the process. We can merge them all together of course but we
decided that we'd try and encourage people to reply to the ticket by
Auto Replying to everyone, not just the Requestor.
I created a new Action module in local/lib/RT/Action/Autoreplyall.pm and
then I installed RT::Extension::AdminConditionsAndActions[1] to make the
admin a little easier. I used it to create a new Autoreply To All custom
action based on the default Autoreply to Requestor action.
I created a new Scrip, On Create Autoreply to All which used the new
Autoreply To All action instead of Autoreply To Requestor.
It all works but I have two questions:
1. The Autoreply to Requestor action passes through "Requestors" as a
parameter but the module doesn't seem to use it, what does it do ?
2. Was there an easier way to achieve what I wanted ?
In case it's useful to anyone else, below is a diff against Autoreply.pm
(from v4.2.2)
Many thanks,
Simon.
[1] Linked from
http://blog.bestpractical.com/2013/12/new-web-ui-for-rt-actions-and-conditions.html
--
--- lib/RT/Action/Autoreply.pm 2014-02-18 16:16:24.000000000 +0000
+++ local/lib/RT/Action/Autoreplyall.pm 2014-03-01 16:36:01.000000000 +0000
@@ -46,7 +46,7 @@
#
# END BPS TAGGED BLOCK }}}
-package RT::Action::Autoreply;
+package RT::Action::Autoreplyall;
use strict;
use warnings;
@@ -69,7 +69,7 @@
=head2 SetRecipients
-Sets the recipients of this message to this ticket's Requestor.
+Sets the recipients of this message to this ticket's Requestor and all CCs
=cut
@@ -78,6 +78,7 @@
my $self=shift;
push(@{$self->{'To'}},
$self->TicketObj->Requestors->MemberEmailAddresses);
+ push(@{$self->{'Cc'}}, $self->TicketObj->Cc->MemberEmailAddresses);
return(1);
}
--
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