Sending a notification from a scrip custom action

How would I send a notification using a template from within a scrip
custom action?

The users for one RT instance I’m setting up wants to allow
correspondence on existing tickets via email, but not allow new tickets
to be created by email (there are some important mandatory custom fields
they want the user to fill out in the web interface). I’ve changed the
default autoreply-on-create scrip to only reply for tickets not created
by email, and set up a new scrip that will check for new tickets created
by email and delete them. I want it to also send a notification to the
ticket creator advising them to use the web interface instead.

(If there’s a better way to do this, I’m open to ideas)

Hi umm change+lists.rt,

Unless this has changed in the 3.8 line, you can’t use a template to send
an e-mail in a custom action.

The way I get around it is to use the custom action to set a trigger and
then have another scrip (that uses that trigger as a custom condition) send
the e-mail.

In our case, we don’t use the priority field of the tickets for anything
else, so my custom action assigns “5” to priority when I want to send an
e-mail. Then I have another scrip that sends the e-mail when the priority
changes to “5”. You could use almost any unused field, or you could use a
custom field.

Regards,
Gene

At 12:22 PM 3/4/2009, change+lists.rt@nightwind.net wrote:

How would I send a notification using a template from within a scrip
custom action?

The users for one RT instance I’m setting up wants to allow
correspondence on existing tickets via email, but not allow new tickets
to be created by email (there are some important mandatory custom fields
they want the user to fill out in the web interface). I’ve changed the
default autoreply-on-create scrip to only reply for tickets not created
by email, and set up a new scrip that will check for new tickets created
by email and delete them. I want it to also send a notification to the
ticket creator advising them to use the web interface instead.

(If there’s a better way to do this, I’m open to ideas)

Gene LeDuc, GSEC
Security Analyst
San Diego State University