Combine scrips

To all,

Thanks to Gene LeDuc and Stephen Turner I got my notification scrip 

working and another scrip to modify another custom field using the same
condition code. When I tried to combine them into 1 scrip, I either got
the notification scrip to run (action = notify Requestor) or the
modification code to work (action = user defined) but not both. I’m not
sure how to do both in 1 scrip or even if it is possible. Is there where
the TransdactionBatch option comes in? Thanks.

Kenn
LBNL

Hi Kenn,

I think the basic issue is that you want to use a user-defined action AND
fire off an e-mail. Since I’ve been able to do almost anything within a
template that I would want to do in a user-defined scrip action, I only use
user-defined actions when I’m not going to send an e-mail. If there will
be one or more e-mails, I put the code (that I would have put into the
user-defined scrip action) into templates and cause them to trigger as many
other scrips as I have e-mails to send.

I do this by setting something (usually Priority) in the template, which
triggers another scrip that fires another template (with each template
sending off an e-mail). Since I don’t use the Priority field to actually
indicate priority, I use it instead to keep track of what stage a ticket is
at and move it through my workflow process.

For example:

  1. Mail comes in, gets parsed by scrip. Scrip populates CFs in ticket and
    Priority gets set to 5.
  2. Pri-5 triggers scrip/template that sends new-ticket alert to staff
    members. Template sets Status to open and Priority to 10.
  3. Pri-10 triggers scrip/template that sends acknowledgment to
    requestor. Template sets Priority to 15.
  4. Pri-15 triggers scrip/template that sends user a random password to
    access RT. Template sets Priority to 20.
    If requestor sends reply with “reset” in body, scrip sets Priority to 15
    (which causes step 4 to repeat and make a new password).
    If staff member sends reply with “ok” in body, scrip sets Owner to staff
    member and Priority to 25.
  5. Pri-25 triggers scrip/template that sends mail to requestor saying job
    is complete. Template also sets Priority to 30.
  6. Pri-30 triggers scrip/template that sends mail to all staff members
    notifying that this job is complete. Template sets Status to resolved.

Gene

At 10:02 AM 5/22/2007, Kenneth Crocker wrote:

    Thanks to Gene LeDuc and Stephen Turner I got my notification 

scrip working and another scrip to modify another custom field using the
same condition code. When I tried to combine them into 1 scrip, I either
got the notification scrip to run (action = notify Requestor) or the
modification code to work (action = user defined) but not both. I’m not
sure how to do both in 1 scrip or even if it is possible. Is there where
the TransdactionBatch option comes in? Thanks.

Gene LeDuc, GSEC
Security Analyst
San Diego State University

Gene,

Yes, I thought about using templates as well and will probably go ahead 

with your example. I could use ticket status for that, since I am adding
a few new values there. I could set the status in a template which would
trigger another scrip, and on and on. Not a bad idea. I was just
wondering if there was a simpler way, but this one isn’t too bad,
really. I want to thank you for your time and patience in helping me get
thru this learning curve. You truly helped alot.

Kenn
LBNL

Gene LeDuc wrote: