Re: [rt-users] script problem with ticket create.
norman writes: >Hi. >I seem to be missing something. >there is no "on correspond auto-reply to requester" script that i can >see, Only the script i laid out earlier. >If i disable the following script, it fixes the issues but also disables >my aupo-reply on create. >The script is laid out as follows with the code added that i had been >given earlier in this thread. >Condition: "user defined", with the following code in the "custom >condition" box. This makes me think your correspondence is going to the create address. What are your mail aliases? Do the comment/correspondent have the ticket # in the subject line? /jeff The information contained in this e-mail is for the exclusive use of the intended recipient(s) and may be confidential, proprietary, and/or legally privileged. Inadvertent disclosure of this message does not constitute a waiver of any privilege. If you receive this message in error, please do not directly or indirectly use, print, copy, forward, or disclose any part of this message. Please also delete this e-mail and all copies and notify the sender. Thank you. For alternate languages please go to http://bayerdisclaimer.bayerweb.com
Re: [rt-users] script problem with ticket create.
Hi. I seem to be missing something. there is no "on correspond auto-reply to requester" script that i can see, Only the script i laid out earlier. If i disable the following script, it fixes the issues but also disables my aupo-reply on create. The script is laid out as follows with the code added that i had been given earlier in this thread. Condition: "user defined", with the following code in the "custom condition" box. ($self->TransactionObj->Type || '') eq 'Create' && ($self->TicketObj->Status || '') ne 'resolved' && (($self->TicketObj->QueueObj->Name || '') ne 'SafeSentryPro') || (($self->TicketObj->QueueObj->Name || '') ne 'Security-Appliance-Review-Logs') Action: "autoReply To Requesters". Template: "AutoReply" Any help is appreciated. On 12/23/2015 1:16 PM, Matt Zagrabelny wrote: On Wed, Dec 23, 2015 at 12:13 PM, norman wrote: Hi. Thanks for the help. However, that has not really fixed the issue. The way the system should work is that if an email comes in and a ticket is opened the requester should get an auto response. Yep. That is "On Create". Don't disable that scrip. They should not get another response if they reply to that ticket. At this point if you reply to the ticket it is triggering an auto response. Yep. That is "On Correspond". Disable that scrip. -m
Re: [rt-users] script problem with ticket create.
On Wed, Dec 23, 2015 at 12:13 PM, norman wrote: > Hi. >> >> Thanks for the help. >> However, that has not really fixed the issue. >> The way the system should work is that if an email comes in and a ticket >> is opened the requester should get an auto response. Yep. That is "On Create". Don't disable that scrip. They should not get >> another response if they reply to that ticket. >> At this point if you reply to the ticket it is triggering an auto >> response. Yep. That is "On Correspond". Disable that scrip. -m
Re: [rt-users] script problem with ticket create.
Hi. Thanks for the help. However, that has not really fixed the issue. The way the system should work is that if an email comes in and a ticket is opened the requester should get an auto response. They should not get another response if they reply to that ticket. At this point if you reply to the ticket it is triggering an auto response. It almost has to be this script because if i disable it that doesn't happen. However, that also then breaks the auto response i want to go out on ticket create. Thoughts? On 12/22/2015 9:58 PM, Matt Zagrabelny wrote: Your perl isn't correct for the logic of the scrip. (($self->TicketObj->QueueObj->Name || '') ne 'SafeSentryPro') || (($self->TicketObj->QueueObj->Name || '') ne 'Security-Appliance-Review-Logs') -m On Tue, Dec 22, 2015 at 6:04 PM, norman wrote: Hello. In the last week we upgraded our rt instance from 4.0.19 to 4.2.8 Before the upgrade we had a script that would aupo-reply to all new tickets created by email unless they went to 2 queues in which we would not auto-reply at all. Since the upgrade that script is sending out a message on all ticket correspondence regardless of weather it's a create or not. The condition is set to user defined and the code in custom condition is as follows. ($self->TransactionObj->Type || '') eq 'Create' && ($self->TicketObj->Status || '') ne 'resolved' && ($self->TicketObj->QueueObj->Name || '') ne 'SafeSentryPro' || 'Security-Appliance-Review-Logs' What's wrong here or is it a different problem entirely? Thanks.
[rt-users] script problem with ticket create.
Hello. In the last week we upgraded our rt instance from 4.0.19 to 4.2.8 Before the upgrade we had a script that would aupo-reply to all new tickets created by email unless they went to 2 queues in which we would not auto-reply at all. Since the upgrade that script is sending out a message on all ticket correspondence regardless of weather it's a create or not. The condition is set to user defined and the code in custom condition is as follows. ($self->TransactionObj->Type || '') eq 'Create' && ($self->TicketObj->Status || '') ne 'resolved' && ($self->TicketObj->QueueObj->Name || '') ne 'SafeSentryPro' || 'Security-Appliance-Review-Logs' What's wrong here or is it a different problem entirely? Thanks.