Add condition in template

RT Users
1

Hi,

I need to send email notification based on a custum field value, ie if a CF
value is X send email to john@mail.com if it’s Y send to peter@company.org

Can you please help me on this ?

Best Regards.

2

Can any one help please ?2009/12/16 samir marhoum samir.marhoum@gmail.com

Hi,

I need to send email notification based on a custum field value, ie if a CF
value is X send email to john@mail.com if it’s Y send to peter@company.org

Can you please help me on this ?

Best Regards.

3

Samir,

I do something similar to that. Based on the value of a (ticket) Custom
Field, I assign a ticket owner. This is the code I use:

Custom action preparation code:

set new values for Due Date from CF Need-by-Date

my $trans = $self->TransactionObj;
my $ticket = $self->TicketObj;
my $cf_date = $ticket->FirstCustomFieldValue(‘Need-By Date’);

split up the date parts into a temporary array

my @parts = split(/[/-]/, $cf_date);

put date parts back together

my $new_date = sprintf(“%d-%d-%d”, $parts[2], $parts[0], $parts[1]);

format new date based on RT

my $duedate = RT::Date->new($RT::SystemUser);
$duedate->Set(Format=>‘unknown’, Value=>$new_date);

set new ticket owner id value

42 - Chuck

148 - UK

5125 - Aurora

9324 - Steve

73886 - Ron

my %orgs = qw(
Budget-Direct 148
Budget-Indirect 148
Controller-AP 5125
Controller-AR 73886
Controller-GA 148
Controller-PR 42
Facilities 42
Field OPS 42
OCFO-Other 42
Procurement 9324
Property 9324
SPO 73886
Travel 5125
Other 42
);

my $cf = new RT::CustomField($RT::SystemUser);
$cf->LoadByName(Queue => $ticket->QueueObj->id,Name => “CFO-Org”);
return 0 unless $cf->id;
my $cfvalue = $ticket->FirstCustomFieldValue(‘CFO-Org’);
my $ownerid = $orgs{$cfvalue};

set Ticket Due date & Owner ID

$ticket->SetDue($duedate->ISO);
$ticket->SetOwner($ownerid);

return 1;

Custom action cleanup code:

return 1;

Obviously, you would not need the “due Date” code. Perhaps you can
modify this to serve your needs.

Kenn
LBNLOn 12/17/2009 11:49 PM, samir marhoum wrote:

Can any one help please ?

2009/12/16 samir marhoum <samir.marhoum@gmail.com
mailto:samir.marhoum@gmail.com>

Hi,
 
I need to send email notification based on a custum field value,
ie if a CF value is X send email to john@mail.com
<mailto:john@mail.com> if it's Y send to peter@company.org
<mailto:peter@company.org>
 
Can you please help me on this ?
 
Best Regards.

The rt-users Archives

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

4

Thanks Ken,

What I want is to put the condition in the template: here is my scrip:

Condition: On ticket creation

Action: Notify Requestor

Template : in the template I want to add a variable Cc based on a custom
field value:

But I don’t know the code to use for templates (which is a bit different
from the one used for conditions and actions)
Here is an example of someting similar that works for me, but I can’t figure
out how to do it wi CFs:

  • Based on the ticket priority, a text is added to the template :
    (ex: Critique if priority = 20)

Priority: {$crit = ‘Informatif’ if $Ticket->Priority == ‘99’}{$crit =
‘critique’ if $Ticket->Priority == ‘20’}{$crit = ‘Majeur’ if
$Ticket->Priority == ‘40’}{$crit = ‘Mineur’ if $Ticket->Priority ==
‘60’}{$crit = ‘Oteo’ if $Ticket->Priority == ‘80’}2009/12/18 Ken Crocker kfcrocker@lbl.gov

Samir,

I do something similar to that. Based on the value of a (ticket) Custom
Field, I assign a ticket owner. This is the code I use:

#----------------------------------------------------------------------------

Custom action preparation code:

#----------------------------------------------------------------------------

set new values for Due Date from CF Need-by-Date

my $trans = $self->TransactionObj;
my $ticket = $self->TicketObj;
my $cf_date = $ticket->FirstCustomFieldValue(‘Need-By Date’);

split up the date parts into a temporary array

my @parts = split(/[/-]/, $cf_date);

put date parts back together

my $new_date = sprintf(“%d-%d-%d”, $parts[2], $parts[0], $parts[1]);

format new date based on RT

my $duedate = RT::Date->new($RT::SystemUser);
$duedate->Set(Format=>‘unknown’, Value=>$new_date);

set new ticket owner id value

42 - Chuck

148 - UK

5125 - Aurora

9324 - Steve

73886 - Ron

my %orgs = qw(
Budget-Direct 148
Budget-Indirect 148
Controller-AP 5125
Controller-AR 73886
Controller-GA 148
Controller-PR 42
Facilities 42
Field OPS 42
OCFO-Other 42
Procurement 9324
Property 9324
SPO 73886
Travel 5125
Other 42
);

my $cf = new RT::CustomField($RT::SystemUser);
$cf->LoadByName(Queue => $ticket->QueueObj->id,Name => “CFO-Org”);
return 0 unless $cf->id;
my $cfvalue = $ticket->FirstCustomFieldValue(‘CFO-Org’);
my $ownerid = $orgs{$cfvalue};

set Ticket Due date & Owner ID

$ticket->SetDue($duedate->ISO);
$ticket->SetOwner($ownerid);

return 1;

#----------------------------------------------------------------------------

Custom action cleanup code:

#----------------------------------------------------------------------------

return 1;

Obviously, you would not need the “due Date” code. Perhaps you can modify
this to serve your needs.

Kenn
LBNL

On 12/17/2009 11:49 PM, samir marhoum wrote:

Can any one help please ?

2009/12/16 samir marhoum samir.marhoum@gmail.com

Hi,

I need to send email notification based on a custum field value, ie if a
CF value is X send email to john@mail.com if it’s Y send to
peter@company.org

Can you please help me on this ?

Best Regards.

_______________________________________________The rt-users Archives

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

5

Hi,

Any one can help ?2009/12/16 samir marhoum samir.marhoum@gmail.com

Hi,

I need to send email notification based on a custum field value, ie if a CF
value is X send email to john@mail.com if it’s Y send to peter@company.org

Can you please help me on this ?

Best Regards.

6

Samir,

Have you looked at the examples in the “Essentials” book?

Kenn
LBNLOn 12/22/2009 12:50 AM, samir marhoum wrote:

Hi,

Any one can help ?

2009/12/16 samir marhoum <samir.marhoum@gmail.com
mailto:samir.marhoum@gmail.com>

Hi,
 
I need to send email notification based on a custum field value,
ie if a CF value is X send email to john@mail.com
<mailto:john@mail.com> if it's Y send to peter@company.org
<mailto:peter@company.org>
 
Can you please help me on this ?
 
Best Regards.

The rt-users Archives

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com