I’m having trouble with the logistics of this but I wish to trigger an auto-reply to an Incident Report with a specific global template when an Incident is created with a specific value for a custom field. Basically to put it in context we want to trigger an auto-reply to the IR saying we’ve identified the party responsible for an alleged Copyright violation and have forwarded the notice to them to get it resolved (to satisfy the notice-and-notice regime in the Copyright Modernization Act (Canada)).
Currently I’m able to send an auto-reply with the specific template when certain CF’s value is changed to a specific value but I can’t wrap my head around sending an auto-reply to an IR when an Investigation is created instead. We don’t want to send the notice pre-maturely which is currently what’s happening.
The RT::Action::SendEmail method eludes me because I can’t figure out how to set the template when using that action. I think I have to write my own custom action that finds the parent ID and then send an auto-reply to all the child tickets that are Incident Reports (since there could be more than one). Again I am having trouble figuring out how to send that email with a specific global template because setting the template in the custom action module is confusing me.
I don’t need details on writing the code other than selecting a template in a new custom action module. The documentation for RT::Action::SendEmail is a little vague in this regard.
Thanks for any ideas/help you can provide.
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