AddWatchersOnCorrespond

2016-11-04T14:13:09Z

Cure: Fix truncated line in scrip

= AddWatchersOnCorrespond =

This RT [[Scrip]] will add the person making the correspondence as a [[Watcher]] to the ticket if they are not already a [[Watcher]], also, if the transaction originated from an email message, the script will scan the email headers and add all other recipients to the ticket as [[Watcher]]s (if they are not yet [[Watcher]]s). This can be used to complement the [[ParseNewMessageForTicketCcs]] [[SiteConfig]] option, which is part of the [[EmailInterface]] and does the same thing when tickets are created.

In our RT setup, we have a group named '''general''' which contains all admins for our site. If the user this [[Scrip]] is going to add as a [[Watcher]] to the ticket is also a member of the '''general''' group, then the Scrip will add them as an [[AdminCC]] [[Watcher]] instead of a [[CC]] [[Watcher]]. It should be fairly easy for others who do not need this feature to remove or modify this [[Scrip]] accordingly.

I wrote this [[Scrip]] to replace the patch we used to make to the RT Email Interface code, called [[ParseFollowupMessageForTicketCcs]]. Accordingly, it carries the same security warning about allowing basically '''anyone''' to add themselves to '''any''' ticket, simply by sending an appropriately formatted email. Some RT sites might not want this behavior, but it is necessary for us.

Changelog

2012-01-01: Fixed a bug in which the owner of the ticket would have been added as a Cc: for every reply he made. (HaimDimer)

----

'''Description:''' [[AddWatchersOnCorrespond]]

'''Condition:''' On Correspond

'''Action:''' User Defined

'''Template:''' Global template: Blank

'''Stage:''' [[TransactionBatch]]

'''Custom condition:'''

'''Custom action preparation code:''' <code>return 1;</code>

'''Custom action cleanup code:'''

----
<pre>
# Get some info:
my $scrip = 'Scrip:AddWatchersOnCorrespond';
my $Transaction = $self->TransactionObj;
my $EmailAddr = $self->TransactionObj->CreatorObj->EmailAddress;
my $Queue = $self->TicketObj->QueueObj;
my $Ticket = $self->TicketObj;
my $Id = $self->TicketObj->id;

# Extract a list of people associated with this transaction:
# - including the transaction creator, and if it is an email, the sender and recipients of that email
my @People = ($EmailAddr);
foreach my $h (qw(From To Cc)) {
my $header = $Transaction->Attachments->First->GetHeader($h);
my @addr = Mail::Address->parse($header);
foreach my $addrobj (@addr) {
my $addr = lc $RT::Nobody->UserObj->CanonicalizeEmailAddress($addrobj->address);
# Ignore the specific addresses for this queue:
next if lc $Queue->CorrespondAddress eq $addr;
next if lc $Queue->CommentAddress eq $addr;
# Ignore any email address that looks like one for ANY of our queues:
next if RT::EmailParser->IsRTAddress($addr);
$RT::Logger->debug("$scrip: Ticket #$Id correspondence contains header - $h: $addr");
push @People, $addr;
}
}

# Lookup the 'experts' (general) group to use below:
my $Experts = RT::Group->new($self->CurrentUser);
$Experts->LoadUserDefinedGroup('general');

# Now check if each user is already watching the ticket or queue:
foreach my $addr (@People) {
my $User = RT::User->new($RT::SystemUser);
$User->LoadOrCreateByEmail($addr);
my $Name = $User->Name;
my $Principal = $User->PrincipalId;
if ( not ($Queue->IsWatcher(Type => 'Cc', PrincipalId => $Principal) or
$Queue->IsWatcher(Type => 'AdminCc', PrincipalId => $Principal) or
$Ticket->IsWatcher(Type => 'Cc', PrincipalId => $Principal) or
$Ticket->IsWatcher(Type => 'AdminCc', PrincipalId => $Principal) or
$Ticket->IsWatcher(Type => 'Requestor', PrincipalId => $Principal) or
$Ticket->IsOwner($User) )) {
# If the user is a member of the experts group, then add them as an AdminCc, otherwise as a nor
my $type = 'Cc';
$type = 'AdminCc' if $Experts->HasMember($User->PrincipalObj);
# Add the new watcher now and check for errors:
my ($ret, $msg) = $Ticket->AddWatcher(Type => $type, PrincipalId => $Principal);
if ($ret) {
$RT::Logger->info("$scrip: New $type watcher added to ticket #$Id: $addr (#$Principal)");
} else {
$RT::Logger->error("$scrip: Failed to add new $type watcher to ticket #$Id: $addr (#$Principal) - $msg");
}
}
}

return 1;
</pre>

# vim:ft=perl:

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Request Tracker Wiki - User contributions [en]

AddWatchersOnCorrespond