Hello,
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.
Landon Stewart : lstewart@iweb.com
Lead Specialist, Abuse and Security Management
Spécialiste principal, gestion des abus et sécurité
http://iweb.com : +1 (888) 909-4932
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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’d probably instead write an Action in the Incidents Queue that
Corresponds on each child IR and let RT’s normal mail sending functions
handle it from there.
That way it’s trivial to just build the body of your correspondence
from an Article (or a template) rather than trying to trick RT into
using difference templates.
Any time you find yourself thinking you should use
RT::Action::SendEmail directly or be overriding the Templates on a
Scrip, there’s probably a different way to do it.
-kevin
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’d probably instead write an Action in the Incidents Queue that
Corresponds on each child IR and let RT’s normal mail sending functions
handle it from there.
Thanks Kevin for this advice. This has worked out nicely.
Landon Stewart : lstewart@iweb.com
Lead Specialist, Abuse and Security Management
Spécialiste principal, gestion des abus et sécurité
http://iweb.com : +1 (888) 909-4932
signature.asc (203 Bytes)
1 Like