Recreating Action in Script

My client requires that there be a special button to press before email
gets sent to Requestors. I have added a script that looks for a change
in a Custom Field and sends out the most recent correspondence.
However, I need to have a post-condition that unsets the custom field.

Since post-conditions are inoperative if I use a default action, how do
I replicate the Notify Requestors action in a custom action?

Thanks for your help,
honi soit qui mal y pense
~mindlace http://mindlace.net

My client requires that there be a special button to press before
email gets sent to Requestors.

Could you describe this more precisely? e.g., where is this button
located, who will press it, etc.

Sebastian

Sebastian Flothow
sebastian@flothow.de

Because it reverses the logical flow of conversation.

Am 24. Jun 2004 um 02:41 Uhr schrieb emf:

My client requires that there be a special button to press before
email gets sent to Requestors.

Could you describe this more precisely? e.g., where is this button
located, who will press it, etc.

It doesn’t matter. What they want is an additional check before mail
gets sent out to a Requestor - they don’t like that Reply is right next
to Comment in the drop down, and thus someone could “accidentally” get
email. Therefore I’m implementing something to make emailing the
Requestor an entirely separate action. I’ve got it almost working.

I’ve disabled any “Notify Requestors” script that pre-existed.

Right now I have a script that has a user-defined condition of “the
custom attribute gets set”, with an action of “Notify Requestors”, and
a custom template that includes the last correspondence on the ticket.

I want to have clean up code that unsets the custom attribute. In order
to do this, I apparently need a custom action. I want to know how to
“Notify Requestors” in the custom action preparation code section.

Thanks for your help,
nothing can happen inside a sphere
that you could not inscribe upon it.
~mindlace http://mindlace.net

You can go two routes in my mind right now:

  • Completely remote the “Reply” action from the web UI and force
    everyone to use “Comment”. Those who really want to reply to the
    customer can change the action drop-down that’s presented.

  • Add some javascript that pops up a dialog saying something like “Are
    you sure you want to respond to the requestor?” and having an “OK” and
    “Cancel” action.

Hope that helps.

Cheers,
ChadOn Jun 24, 2004, at 5:00 PM, emf wrote:

On Jun 24, 2004, at 05:07, Sebastian Flothow wrote:

Am 24. Jun 2004 um 02:41 Uhr schrieb emf:

My client requires that there be a special button to press before
email gets sent to Requestors.

Could you describe this more precisely? e.g., where is this button
located, who will press it, etc.

It doesn’t matter. What they want is an additional check before mail
gets sent out to a Requestor - they don’t like that Reply is right
next to Comment in the drop down, and thus someone could
“accidentally” get email. Therefore I’m implementing something to make
emailing the Requestor an entirely separate action. I’ve got it almost
working.

I’ve disabled any “Notify Requestors” script that pre-existed.

Right now I have a script that has a user-defined condition of “the
custom attribute gets set”, with an action of “Notify Requestors”, and
a custom template that includes the last correspondence on the ticket.

I want to have clean up code that unsets the custom attribute. In
order to do this, I apparently need a custom action. I want to know
how to “Notify Requestors” in the custom action preparation code
section.

Thanks for your help,

nothing can happen inside a sphere
that you could not inscribe upon it.
~mindlace http://mindlace.net


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