Do not send autoresponse emails when merging tickets

[paulkoer]

I have created a custom PostMaster filter to merge tickets in case a customer sends a new email but still has a ticket open. For reference, I'll paste the code for this filter below.

I now have the following problem: We usually want to send an autoresponse to the customer when a new ticket is created. However, when a ticket is merged automatically we do _not_ want to send this auto-response. Is there a simple way to achieve this?

Many thanks in advance

PS: Code for the merge filter:

Code: Select all

package Kernel::System::PostMaster::MergeEagerCustomerMails;

use strict;
use warnings;

use vars qw($VERSION);
$VERSION = 0.01;

use Kernel::System::Ticket;

sub new {
    my ( $Type, %Param ) = @_;

    # allocate new hash for object
    my $Self = {};
    bless( $Self, $Type );

    $Self->{Debug} = $Param{Debug} || 0;

    # get needed objects
    for my $Object (
        qw(ConfigObject LogObject DBObject TimeObject MainObject EncodeObject ParserObject)
        )
    {
        $Self->{$Object} = $Param{$Object} || die "Got no $Object!";
    }

    $Self->{TicketObject} = Kernel::System::Ticket->new(%Param);

    return $Self;
}

sub Run {
    my ( $Self, %Param ) = @_;
    print STDERR %Param;

    # FIXME: Not sure what is needed ...
    for my $Needed (qw(TicketID)) {
        if ( !$Param{$Needed} ) {
            $Self->{LogObject}->Log(
                Priority => 'error',
                Message  => "Need $Needed!",
            );
            return;
        }
    }
    my %GetParam = %{ $Param{GetParam} };

    # We'll only use the first 'from' address
    my ( $EmailAddress ) = $Self->{ParserObject}->SplitAddressLine(
        Line => $GetParam{From},
    );
    print STDERR $EmailAddress;

    # search existing tickets for that email address. We only take the first ticket
    # that we find and will merge with that one.
    my @TicketIDs = $Self->{TicketObject}->TicketSearch(
        Result => 'ARRAY',
        From => $EmailAddress,
        States => ['new'],
        Limit => 20,
        UserID => 1, # ???
    );

    my $TicketID;
    for ( @TicketIDs ) {
        if ( $_ != $Param{TicketID} ) {
            $TicketID = $_;
        }
    }

    if ( $TicketID ) {
        print STDERR "Found Ticket with ID: " . $TicketID;
        $Self->{TicketObject}->TicketMerge(
            MainTicketID => $TicketID,
            MergeTicketID => $Param{TicketID},
            UserID => 1, # ???
        );
    } else {
        print STDERR "Didn't found any tickets for email address " . $EmailAddress;
    }

    return 1;
}

1;

[crythias]

set header X-OTRS-Loop=1

[paulkoer]

Thank you for the fast response.

this might be a stupid question, but I have a hard time figuring out _where_ in the code I need to set that header. Can I just set it in the variable

Code: Select all

GetParam

?

thank you.

[reneeb]

Yes