On Create Forward an email?

RT Users
1

Hi guys!

I want to create a custom scrip to forward a ticket (including the attachment) upon creation if the subject line matches a certain criteria. Could someone please point me in the right direction?

Here’s my prep code:

if( $self->TicketObj->Subject =~ "test" ) {
   my $txn = $self->TransactionObj;
   $self->TicketObj->Forward( Transaction => $txn, To => 'myemail@example.com' );
   return 1;
}
return 0;

It’s not working, and I’m not sure what the issue is, as I’m following the docs for RT::Ticket::Forward (RT::Ticket - RT 5.0.1 Documentation - Best Practical)

Could anyone provide some guidance?

Thanks

2

Does it work if you use a custom condition that checks if the subject matches and the transaction is a ticket create transaction, then you use the “Send Forward” existing action? I am not sure how the recipient is set though for that action

3

Thank you for your reply, @knation. Unfortunately, we’re using an older version of RT that does not have the “Send Forward” action.

4

Gotcha. Is there any logging when the scrip doesn’t work?

You should be able to grab the result of Forward and log it:

my ($ret, $msg) =    $self->TicketObj->Forward( Transaction => $txn, To => 'myemail@example.com' );

RT::Logger->error("Result of forward: $msg");