How to send a different message to each requestor of ticket?

RT Users
1

Hello,

There can be several requestors for a single ticket. I want to send a
different customized HTML message to each requestor.

E.g. the first requestor should get:

Dear John,

Your ticket #999 has been closed. Please provide feedback on our
service using [here is a personalized URL to a web based feedback
form].

The second requestor should get:

Dear Karen,

Your ticket #999 has been closed. Please provide feedback on our
service using [here is a personalized URL to a web based feedback
form].

And so on for all other existing requestors of ticket #999.

I know how to send HTML messages and I can list all requestors of a
ticket in a template using e.g. this code sample from the RT wiki:

Requestors: {
my $users = $Ticket->Requestors->UserMembersObj;
my $output = ‘’;
while( my $user = $users->Next ) {
$output .= ', ’ if $output;
$output .= $user->Name;
}
$output;
}

But how can I trigger a different mail to each requestor?

Regards,

Günter Burgstaller

2

Hello Guenter,

Such functionality is not implemented in RT 3.8 and I don’t know about
any patches that add it.
Patches are welcome.

As workaround different way to handle things can used. Instead of one
ticket with many requestors you can use multiple tickets with one
requestor linked to one central ticket describing this problem. Sure
this need some love to be users friendly, but such solution has its
advantages in isolating requestors from each other.On Mon, Mar 1, 2010 at 6:49 PM, Guenter Burgstaller Guenter.Burgstaller@herold.at wrote:

Hello,

There can be several requestors for a single ticket. I want to send a
different customized HTML message to each requestor.

E.g. the first requestor should get:

Dear John,

Your ticket #999 has been closed. Please provide feedback on our
service using [here is a personalized URL to a web based feedback
form].

The second requestor should get:

Dear Karen,

Your ticket #999 has been closed. Please provide feedback on our
service using [here is a personalized URL to a web based feedback
form].

And so on for all other existing requestors of ticket #999.

I know how to send HTML messages and I can list all requestors of a
ticket in a template using e.g. this code sample from the RT wiki:

Requestors: {
my $users = $Ticket->Requestors->UserMembersObj;
my $output = ‘’;
while( my $user = $users->Next ) {
$output .= ', ’ if $output;
$output .= $user->Name;
}
$output;
}

But how can I trigger a different mail to each requestor?

Regards,

Günter Burgstaller

Best regards, Ruslan.

3

Guenter Burgstaller wrote:

But how can I trigger a different mail to each requestor?

Try this way:

  1. Create User Custom Field.
  2. Fill it.
  3. Disable general ‘correspondence notification for requesters’ scrip.
  4. Send correspondence using several scrips that will use different
    templates accordingly to user’s CF value.

Agnislav Onufrijchuk
PortaOne, Inc., RT Developer
Tel: +1-866-sip voip (+1 866 747 8647) ext. 7670

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