I would like the gateway.pl to send an autoreply to the sender of an email thanking them for their email, informing them that it will be delt with shortly and inform tham of the ticket number.

i have managed to bodge something in, but the is a flaw, if it send a message to someone with an auto responder, it can bounce messages back and forth for hours.

has any modified their scipt to do this??

regards

Searley,

Well, I was planning and am planning to work some addons for Ticket Smith but first of all, I am not able to run it on my system. Can you help me getting in run?


-Omair

I added this into the end of the gateway.pl when i was testing to see if we would want to use it or not


# mail the report to customer
open(MAIL, "|$mailprog -t");
print MAIL "To: $author\n";
print MAIL "From: $report_from_address\n";
print MAIL "Subject: New support ticket #$ticket\n\n";
print MAIL "We have received your Support Ticket:\n\n";
print MAIL "\tAuthor: $author\n";
print MAIL "\tSubject: $subject\n";
print MAIL "\tBody: $body\n";
close(MAIL);

Originally posted by searley
I would like the gateway.pl to send an autoreply to the sender of an email thanking them for their email, informing them that it will be delt with shortly and inform tham of the ticket number.

i have managed to bodge something in, but the is a flaw, if it send a message to someone with an auto responder, it can bounce messages back and forth for hours.

has any modified their scipt to do this??

regards

I was able to work around this by setting up two gateway files, gateway.pl and gateway2.pl. Gateway.pl was piped with "support" and it contained the autoresponse, which had the reply to address as "ticket". Gateway2.pl was piped with "ticket" and it didn't have any autoresponse.

So basically, people receive the response once, until they create a new ticket. It also prevents the problem you mentioned above.

I did similar to AlaskanWolf, above BUT PLEASE NOTE
you should change the line print MAIL "From: $report_from_address\n"; as if this mail goes to someone with an autoresponder, they will bounce messages to each other for hours, i suggest hard coding an address, that does not goto the ticket system as below


open(MAIL, "|$mailprog -t");
print MAIL "To: $author\n";
print MAIL "From: staff\@xxxxx.co.uk\n";
print MAIL "Subject: Strongnet support request #$ticket\n\n";
print MAIL "Greetings. (This is an automated response. DO NOT reply to this message.)\n\n";
print MAIL "Your message regarding: $subject has been received and assigned a request number of #$ticket\n\n";
print MAIL "\tAuthor: $author\n";
print MAIL "\tSubject: $subject\n";
close(MAIL);