I am somehow new to Request Tracker. I want to show data of the ticket body in an Email that is going to send to ticket admincc. for example user has entered a date in ticket body. I want to send that date via Email to admincc. is this possible?
You’ll need to explain what you mean by ‘Ticket body’. Do you mean data within a field of a ticket in RT?
If so, you’ll need to create a scrip that is triggered by a Condition.
For example, a requestor setting a date within the RT Self Service portal requires a ‘User Defined’ ‘Condition’ set in the scrip with some perl script that detects the date field changing.
When this scrip condition is true, the specified action in the scrip is triggered.
For example, would then trigger the Action, Notify Admin CCs.
This Action then uses the Template associated with the scrip. Write your own Template which contains some perl script that references the value in the date field in your ticket.
many thanks. Let me explain more clear. when I am creating a ticket for customers problem, I am entering some information like customer’s name and address.
customer name: edward bean
address: no.43, Elm street
I want to show these information on Email which is sent from request tracker to Owner in a table format. so I have to use some html tags and I have to fetch information from ticket body message. is it possible?
Ah ok, in that case GreenJimll’s suggestion of custom fields makes a lot of sense if your sending the same type of data every time - you can then pick up the entries quite easily and enter them into your mail template, for sending on, if need be. Id avoid trying to parse the content of the ticket body, personally.