We are looking at implementing RT for tracking Security Complaints for our
We seem to have most things up and working well. The one thing that I can
find is a way to generate output messages from the system.
Here’s what I would like to do. We receive a complaint and we open a
ticket by sending
the message into the Queue mail address. A ticket is opened and we have a
of custom fields that we fill in. Then we often fill out one of many
different form letters and send
that to the department responsible for the machine.
I figured out how to put all the form letters in templates but I’m having a
hard time figuring out how
to trigger these from the scripts.
First of all I can’t find anything in the documentation about User Defined
Contritions or Actions form
Second of all I’m not sure how to trigger the sending of the messages. I
was thinking of setting up a
custom field that could be set to the type of letter I wanted to send
out. Then use the script to look
at this field and do a send message of some type.
Can anyone point me in the right direction. Someone must have wanted to do
Senior Security Analyst
CIO Office, The University of Iowa
300-28 University Services Building
email@example.com / 319-335-6174