MuteResolve

2018-07-25T06:59:00Z

Tagg: /* 1. Custom field creation */ formatting

Contributed by [[User:Cris70|Cris]]

=== Overview ===

By default RT has a scrip to notify requestors when a ticket is resolved. This is generally a good idea; however, sometimes you may want to avoid notifying requestors. One example is when someone reopens a ticket just because he answered "Thanks" to your resolution notification.

=== How to set up MuteResolve in RT4: ===

----

===== 1. Custom field creation =====

First create a new custom field: Configuration -> Custom Fields -> Create

'''Name:''' MuteResolve

'''Description:''' <code>If Yes, don't send email notifications on resolve</code>

'''Type:''' <code>Select one value</code> (but I prefer Combobox because it looks better)

'''Applies to:''' Tickets

'''Validation:''' <code>(?#YesNo)^(Yes|No|\z)$</code> (only necessary for Combobox)

When you click on "Save Changes" RT will let you enter Values.

Enter one value: "Yes". You need only fill the Name field, I have left Sort and Description empty. Then "Save Changes" again.

On the "Applies To" page select the queues where you want to enable the custom field, then on the "Group Rights" give the "ModifyCustomField" right to the "Privileged" system group.

----

===== 2. Editing Scrip =====

Go to Configuration -> Global -> Scrips, then click on "On Resolve Notify Requestors"

Change "Condition" from "On Resolve" to "User Defined".

Change "Stage" from "TransactionCreate" to "TransactionBatch".

In the "Custom condition" box enter this code:

<source lang="perl" line="1" >
my $trans = $self->TransactionObj;
my $ticket = $self->TicketObj;

# is this a resolve?
return 0 unless ($trans->Type eq "Status" && $trans->NewValue eq "resolved");

my $val = $ticket->FirstCustomFieldValue('MuteResolve');
if ($val eq 'Yes') {
$RT::Logger->debug("MuteResolve (Requestor): Yes.");
return 0;
}

return 1;
</source>

OnCreateAutoReplyException

2018-02-19T10:17:18Z

Tagg: formatting

'''Purpose:''' We have emails coming in from automated systems and we don't want emails going out. While we are using this on the Create - [[AutoReply]] scrip it can used on any other scrip where you want to create an exception list.

'''Author:''' macnlos AT gmail DOT com - I'm on the RT Users List

'''Description:''' Autoreply on Create with Exceptions

'''Condition:''' <code>User Defined</code>

'''Action:''' <code>Autoreply to Requestors</code>

'''Template:''' <code>Global template: Autoreply</code>

'''State:''' <code>TransactionCreate</code>

'''Custom Condition:'''

<source> my @exceptionList = ('joe@goblow.com',
'fred@quarry.com',
'scooby@mysterymachine.com');
my $transactionType = $self->TransactionObj->Type;
my $ticketRequestor = lc($self->TicketObj->RequestorAddresses);
if ($transactionType eq 'Create') {
return if grep { $ticketRequestor eq lc($_) } @exceptionList;
return 1;
}
return;</source>

'''Code Explanation:'''

We want to test if the transaction type is "Create" and the email address of the requestor is not in the exception list. The variable <code>@exceptionList</code> is where you can add the email addresses you want to exclude.

The first IF statement tests to see if this is a "Create" action and if it is it then proceeds. Otherwise it skips everything and just returns which is the equivalent of saying false.

The grep processes the <code>@exceptionList</code> array and compares it to the requestor email address of the ticket. If it finds a match then it simply returns. If it goes through the entire array without a match then you want to send an email so it returns a true value.

The "lc" functions in the script makes sure that everything is switched to lower-case to prevent <code>"YOU@there" eq "you@THERE"</code> from returning false.

Request Tracker Wiki - User contributions [en]

MuteResolve

OnCreateAutoReplyException