112 lines
4.1 KiB
Ruby
112 lines
4.1 KiB
Ruby
# Copyright (C) 2012-2022 Zammad Foundation, https://zammad-foundation.org/
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Trigger.create_or_update(
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name: 'auto reply (on new tickets)',
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condition: {
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'ticket.action' => {
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'operator' => 'is',
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'value' => 'create',
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},
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'ticket.state_id' => {
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'operator' => 'is not',
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'value' => Ticket::State.by_category(:closed).first.id,
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},
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'article.type_id' => {
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'operator' => 'is',
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'value' => [
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Ticket::Article::Type.lookup(name: 'email').id,
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Ticket::Article::Type.lookup(name: 'phone').id,
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Ticket::Article::Type.lookup(name: 'web').id,
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],
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},
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'article.sender_id' => {
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'operator' => 'is',
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'value' => Ticket::Article::Sender.lookup(name: 'Customer').id,
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},
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},
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perform: {
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'notification.email' => {
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'body' => '<div>Your request <b>(#{config.ticket_hook}#{ticket.number})</b> has been received and will be reviewed by our support staff.</div>
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<br/>
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<div>To provide additional information, please reply to this email or click on the following link (for initial login, please request a new password):
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<a href="#{config.http_type}://#{config.fqdn}/#ticket/zoom/#{ticket.id}">#{config.http_type}://#{config.fqdn}/#ticket/zoom/#{ticket.id}</a>
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</div>
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<br/>
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<div>Your #{config.product_name} Team</div>
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<br/>
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<div><i><a href="https://zammad.com">Zammad</a>, your customer support system</i></div>',
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'recipient' => 'article_last_sender',
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'subject' => 'Thanks for your inquiry (#{ticket.title})', # rubocop:disable Lint/InterpolationCheck
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},
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},
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active: true,
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created_by_id: 1,
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updated_by_id: 1,
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)
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Trigger.create_or_update(
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name: 'auto reply (on follow-up of tickets)',
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condition: {
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'ticket.action' => {
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'operator' => 'is',
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'value' => 'update',
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},
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'article.sender_id' => {
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'operator' => 'is',
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'value' => Ticket::Article::Sender.lookup(name: 'Customer').id,
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},
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'article.type_id' => {
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'operator' => 'is',
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'value' => [
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Ticket::Article::Type.lookup(name: 'email').id,
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Ticket::Article::Type.lookup(name: 'phone').id,
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Ticket::Article::Type.lookup(name: 'web').id,
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],
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},
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},
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perform: {
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'notification.email' => {
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'body' => '<div>Your follow-up for <b>(#{config.ticket_hook}#{ticket.number})</b> has been received and will be reviewed by our support staff.</div>
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<br/>
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<div>To provide additional information, please reply to this email or click on the following link:
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<a href="#{config.http_type}://#{config.fqdn}/#ticket/zoom/#{ticket.id}">#{config.http_type}://#{config.fqdn}/#ticket/zoom/#{ticket.id}</a>
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</div>
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<br/>
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<div>Your #{config.product_name} Team</div>
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<br/>
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<div><i><a href="https://zammad.com">Zammad</a>, your customer support system</i></div>',
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'recipient' => 'article_last_sender',
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'subject' => 'Thanks for your follow-up (#{ticket.title})', # rubocop:disable Lint/InterpolationCheck
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},
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},
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active: false,
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created_by_id: 1,
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updated_by_id: 1,
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)
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Trigger.create_or_update(
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name: 'customer notification (on owner change)',
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condition: {
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'ticket.owner_id' => {
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'operator' => 'has changed',
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'pre_condition' => 'current_user.id',
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'value' => '',
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'value_completion' => '',
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}
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},
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perform: {
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'notification.email' => {
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'body' => '<p>The owner of ticket (Ticket##{ticket.number}) has changed and is now "#{ticket.owner.firstname} #{ticket.owner.lastname}".<p>
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<br/>
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<p>To provide additional information, please reply to this email or click on the following link:
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<a href="#{config.http_type}://#{config.fqdn}/#ticket/zoom/#{ticket.id}">#{config.http_type}://#{config.fqdn}/#ticket/zoom/#{ticket.id}</a>
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</p>
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<br/>
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<p><i><a href="https://zammad.com">Zammad</a>, your customer support system</i></p>',
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'recipient' => 'ticket_customer',
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'subject' => 'Owner has changed (#{ticket.title})', # rubocop:disable Lint/InterpolationCheck
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},
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},
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active: false,
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created_by_id: 1,
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updated_by_id: 1,
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)
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