AutoreplyOrCorrespondence - Revision history

Tharn at 12:53, 16 August 2016

2016-08-16T12:53:18Z

← Older revision		Revision as of 08:53, 16 August 2016
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	<~~nowiki~~>		<pre>
	{		{
	use RT::Template;		use RT::Template;
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	$ret ? $template->MIMEObj->stringify : $msg;		$ret ? $template->MIMEObj->stringify : $msg;
	}		}
	</~~nowiki~~>		</pre>

Admin: 3 revisions imported

2016-04-06T20:03:19Z

3 revisions imported

← Older revision		Revision as of 16:03, 6 April 2016
(No difference)

203.214.67.82 at 00:41, 13 March 2012

2012-03-13T00:41:27Z

← Older revision		Revision as of 20:41, 12 March 2012
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	This template code checks to see if the creator is the same as one of the requestors on ticket creation. If so it loads and processes the Autoreply template searching first in the current queue and if there isn't one there resorting to ~~theglobal~~ version.		This template code checks to see if the creator is the same as one of the requestors on ticket creation. If so it loads and processes the Autoreply template searching first in the current queue and if there isn't one there resorting to the global version.

	If the requestor is not the creator then it processes the Correspondence template instead doing the same search as above.		If the requestor is not the creator then it processes the Correspondence template instead doing the same search as above.
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	<nowiki>		<nowiki>
	{		{
	use RT::Template;		use RT::Template;
	my $creator_name = $Ticket->CreatorObj->Name;		my $creator_name = $Ticket->CreatorObj->Name;
	my $requestors = $Ticket->Requestors->UserMembersObj;		my $requestors = $Ticket->Requestors->UserMembersObj;
	my ( $c_requestor, $r_count ) = ( 0, 0 );		my ( $c_requestor, $r_count ) = ( 0, 0 );
	while ( my $r = $requestors->Next() ) {		while ( my $r = $requestors->Next() ) {
	if ( $r->Name eq $creator_name ) {		if ( $r->Name eq $creator_name ) {
	$c_requestor++;		$c_requestor++;
	}		}
	else {		else {
	$r_count++;		$r_count++;
	}		}
	}		}
	my $template = new RT::Template($RT::SystemUser);		my $template = new RT::Template($RT::SystemUser);
	my $template_name;		my $template_name;

	#if the creator is not a requestor or		#if the creator is not a requestor or
	#there is more than one requestor ( who's not the creator )		#there is more than one requestor ( who's not the creator )
	#use the Correspondence template		#use the Correspondence template
	if ( ! $c_requestor \|\| $r_count ) {		if ( ! $c_requestor \|\| $r_count ) {
	$template_name = 'Correspondence';		$template_name = 'Correspondence';
	}		}
	else {		else {
	#otherwise use the Autoreply template		#otherwise use the Autoreply template
	$template_name = 'Autoreply';		$template_name = 'Autoreply';
	}		}

	#Load the Queue Template		#Load the Queue Template
	$template->LoadQueueTemplate(		$template->LoadQueueTemplate(
	Queue => $Ticket->Queue,		Queue => $Ticket->Queue,
	Name => $template_name,		Name => $template_name,
	);		);
	#if there's no Queue Template attempt to find a Global one.		#if there's no Queue Template attempt to find a Global one.
	unless ( $template->id ) {		unless ( $template->id ) {
	$template->LoadGlobalTemplate( $template_name );		$template->LoadGlobalTemplate( $template_name );
	unless ( $template->id ) {		unless ( $template->id ) {
	$RT::Logger->error("Could not load template : $template_name")		$RT::Logger->error("Could not load template : $template_name")
	}		}
	}		}
	#Process embedded fields & expressions of true templates;		#Process embedded fields & expressions of true templates;
	#note that we can only meaningfully use the body		#note that we can only meaningfully use the body
	my($ret, $msg) = $template->Parse(		my($ret, $msg) = $template->Parse(
	TicketObj => $Ticket,		TicketObj => $Ticket,
	TransactionObj => $Transaction,		TransactionObj => $Transaction,
	);		);
	$ret ? $template->MIMEObj->stringify : $msg;		$ret ? $template->MIMEObj->stringify : $msg;
	}		}
	</nowiki>		</nowiki>

203.214.67.82 at 07:14, 23 May 2011

2011-05-23T07:14:02Z

← Older revision		Revision as of 03:14, 23 May 2011
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	~~When creating a ticket on someone's behalf this~~ template code ~~will choose~~ to ~~use~~ the Autoreply ~~or Correspondence templates~~. If the ticket ~~creator~~ is ~~not~~ a ~~requestor or there~~ is ~~more~~ than ~~one requestor~~ the Correspondence ~~template is used, otherwise an Autoreply template is used~~.		This template code checks to see if the creator is the same as one of the requestors on ticket creation. If so it loads and processes the Autoreply template searching first in the current queue and if there isn't one there resorting to theglobal version.

			If the requestor is not the creator then it processes the Correspondence template instead doing the same search as above.

			The effect of using this template is that if a ticket is created on behalf of a customer they receive the message you create (on ticket creation) as if it is a reply rather than the default cryptic auto-reply.

			It assumes there are at least global templates 'Autoreply' and 'Correspondence'.



	<nowiki>		<nowiki>
	{		{
	use RT::Template;		use RT::Template;
	my $creator_name = $Ticket->CreatorObj->Name;		my $creator_name = $Ticket->CreatorObj->Name;
	my $requestors = $Ticket->Requestors->UserMembersObj;		my $requestors = $Ticket->Requestors->UserMembersObj;
	my ( $c_requestor, $r_count ) = ( 0, 0 );		my ( $c_requestor, $r_count ) = ( 0, 0 );
	while ( my $r = $requestors->Next() ) {		while ( my $r = $requestors->Next() ) {
	if ( $r->Name eq $creator_name ) {		if ( $r->Name eq $creator_name ) {
	$c_requestor++;		$c_requestor++;
	}		}
	else {		else {
	$r_count++;		$r_count++;
	}		}
	}		}
	my $template = new RT::Template($RT::SystemUser);		my $template = new RT::Template($RT::SystemUser);
	my $template_name;		my $template_name;

	#if the creator is not a requestor or		#if the creator is not a requestor or
	#there is more than one requestor ( who's not the creator )		#there is more than one requestor ( who's not the creator )
	#use the Correspondence template		#use the Correspondence template
	if ( ! $c_requestor \|\| $r_count ) {		if ( ! $c_requestor \|\| $r_count ) {
	$template_name = 'Correspondence';		$template_name = 'Correspondence';
	}		}
	else {		else {
	#otherwise use the Autoreply template		#otherwise use the Autoreply template
	$template_name = 'Autoreply';		$template_name = 'Autoreply';
	}		}

	#Load the Queue Template		#Load the Queue Template
	$template->LoadQueueTemplate(		$template->LoadQueueTemplate(
	Queue => $Ticket->Queue,		Queue => $Ticket->Queue,
	Name => $template_name,		Name => $template_name,
	);		);
	#if there's no Queue Template attempt to find a Global one.		#if there's no Queue Template attempt to find a Global one.
	unless ( $template->id ) {		unless ( $template->id ) {
	$template->LoadGlobalTemplate( $template_name );		$template->LoadGlobalTemplate( $template_name );
	unless ( $template->id ) {		unless ( $template->id ) {
	$RT::Logger->error("Could not load template : $template_name")		$RT::Logger->error("Could not load template : $template_name")
	}		}
	}		}
	#Process embedded fields & expressions of true templates;		#Process embedded fields & expressions of true templates;
	#note that we can only meaningfully use the body		#note that we can only meaningfully use the body
	my($ret, $msg) = $template->Parse(		my($ret, $msg) = $template->Parse(
	TicketObj => $Ticket,		TicketObj => $Ticket,
	TransactionObj => $Transaction,		TransactionObj => $Transaction,
	);		);
	$ret ? $template->MIMEObj->stringify : $msg;		$ret ? $template->MIMEObj->stringify : $msg;
	}		}
	</nowiki>		</nowiki>

203.214.67.82: Created page with "When creating a ticket on someone's behalf this template code will choose to use the Autoreply or Correspondence templates. If the ticket creator is not a requestor or there is m..."

2011-05-23T07:05:13Z

Created page with "When creating a ticket on someone's behalf this template code will choose to use the Autoreply or Correspondence templates. If the ticket creator is not a requestor or there is m..."

New page

When creating a ticket on someone's behalf this template code will choose to use the Autoreply or Correspondence templates. If the ticket creator is not a requestor or there is more than one requestor the Correspondence template is used, otherwise an Autoreply template is used.

<nowiki>
{
use RT::Template;
my $creator_name = $Ticket->CreatorObj->Name;
my $requestors = $Ticket->Requestors->UserMembersObj;
my ( $c_requestor, $r_count ) = ( 0, 0 );
while ( my $r = $requestors->Next() ) {
if ( $r->Name eq $creator_name ) {
$c_requestor++;
}
else {
$r_count++;
}
}
my $template = new RT::Template($RT::SystemUser);
my $template_name;

#if the creator is not a requestor or
#there is more than one requestor ( who's not the creator )
#use the Correspondence template
if ( ! $c_requestor || $r_count ) {
$template_name = 'Correspondence';
}
else {
#otherwise use the Autoreply template
$template_name = 'Autoreply';
}

#Load the Queue Template
$template->LoadQueueTemplate(
Queue => $Ticket->Queue,
Name => $template_name,
);
#if there's no Queue Template attempt to find a Global one.
unless ( $template->id ) {
$template->LoadGlobalTemplate( $template_name );
unless ( $template->id ) {
$RT::Logger->error("Could not load template : $template_name")
}
}
#Process embedded fields & expressions of true templates;
#note that we can only meaningfully use the body
my($ret, $msg) = $template->Parse(
TicketObj => $Ticket,
TransactionObj => $Transaction,
);
$ret ? $template->MIMEObj->stringify : $msg;
}
</nowiki>