Auto reply - ticket transaction

RT Users
1

Hi All,

I want to write a scrip which will send a template upon ticket change status
to “resolved”.
the template should be according to a transaction custom field value.

This should solve the need to re-write the same resolution answer over and
over manually, by selecting the transaction CF value. For example: “Check
Network connection” this should send the template “Check NW”.

I’ve tried to implement it but I failed to read the transaction CF value and
I am seeking for any suggestion to implement this scrip.

if any of you can share with us such written scrip it will be greatly
appreciated.

Thanks,

Monti.

2

I want to write a scrip which will send a template upon ticket change status
to “resolved”.
the template should be according to a transaction custom field value.

This should solve the need to re-write the same resolution answer over and
over manually, by selecting the transaction CF value. For example: “Check
Network connection” this should send the template “Check NW”.

I’ve tried to implement it but I failed to read the transaction CF value and
I am seeking for any suggestion to implement this scrip.

if any of you can share with us such written scrip it will be greatly
appreciated.

I’ve not used it, but this looks like a job for RTFM
http://bestpractical.com/rtfm/

Cheers,
Dominic.

Dominic Hargreaves, Systems Development and Support Team
Computing Services, University of Oxford

3

It might be but I am looking for something simpler, using CF value select
the appropriate template to send.
I have done that already but I am having problems to extract the CF value
since it is a “Ticket Transaction” type of CF.

4

It might be but I am looking for something simpler, using CF value select
the appropriate template to send.
I have done that already but I am having problems to extract the CF value
since it is a “Ticket Transaction” type of CF.

I may be wrong (I’m still using 3.4.2) but I don’t think transaction CFs
are accessible from scrips -

Steve

Stephen Turner
Senior Programmer/Analyst - SAIS
MIT IS&T

5

I am using RT 3.8.1 and I hope it is possible to extract the transaction CF
value.On Tue, Nov 18, 2008 at 6:28 PM, Stephen Turner sturner@mit.edu wrote:

On Tue, 18 Nov 2008 11:16:57 -0500, Monti gmail monti.mail@gmail.com wrote:

It might be but I am looking for something simpler, using CF value select

the appropriate template to send.
I have done that already but I am having problems to extract the CF value
since it is a “Ticket Transaction” type of CF.

I may be wrong (I’m still using 3.4.2) but I don’t think transaction CFs
are accessible from scrips -

Steve

–
Stephen Turner
Senior Programmer/Analyst - SAIS
MIT IS&T

6

Does anyone knows how to extract a transaction CF value with scrip???
thanks.On Tue, Nov 18, 2008 at 11:21 PM, Monti gmail monti.mail@gmail.com wrote:

I am using RT 3.8.1 and I hope it is possible to extract the transaction CF
value.

On Tue, Nov 18, 2008 at 6:28 PM, Stephen Turner sturner@mit.edu wrote:

On Tue, 18 Nov 2008 11:16:57 -0500, Monti gmail monti.mail@gmail.com wrote:

It might be but I am looking for something simpler, using CF value select

the appropriate template to send.
I have done that already but I am having problems to extract the CF value
since it is a “Ticket Transaction” type of CF.

I may be wrong (I’m still using 3.4.2) but I don’t think transaction CFs
are accessible from scrips -

Steve

–
Stephen Turner
Senior Programmer/Analyst - SAIS
MIT IS&T