I have two questions for you. In our RT instance we want to
automatically process some incident reports with well defined structure.
Receiving and parsing is easy but I am lost on how to
pass the parsed data to mail template.
I know that I could create custom fields for each piece of data and then
retrieve it from template, but I find it quite cumbersome - more than
70% of tickets would have custom fields they are not going to use.
Unless I make it some generic custom field that can store any string and
keep the entire mail there, which would kind of defeat the purpose of a
send two different mails
One mail is an automatic reply to the requestor and the other one is a
mail to an admin responsible for handling the incident. I could make two
scrips with the same condition to send mails or to use/extend
Which option would you prefer? Or is there a third or fourth one?
Thank you for your answers