[rt-users] Delayed action scrips and combining scrip email output

[William J. Horka]

Hello all,

Our department is hoping for a couple features in RT that I haven't been 
able to implement yet. If someone could provide feedback on whether 
these features are even feasible to implement in RT 3.4.6 -- or whether 
I should be asking this as a feature request on the rt-devel list -- it 
would be appreciated.

1) A scrip is needed that will take conditional action at a point in 
time after a transaction occurs. For example, we would like the 
autoresponse scrip to send an autoresponse 30 minutes after a ticket is 
received, but only if the ticket was not responded to in that time. It 
seems to me that putting a 30 minute sleep() in the autoresponse scrip 
is not the correct way to do this since scrips are intended to be 
transactional. Does anyone have any alternate suggestions for this?

2) We would like to be able to combine outgoing emails generated by 
scrips on a transaction, so that the To: and Cc: headers list all 
visible recipients of the email. For example, we have a scrip "On 
Correspond Notify Requestors and Ccs with template Correspondence" which 
sends a message to the Requestor and Ccs, and a scrip "On Correspond 
Notify Other Recipients with template Correspondence" which sends a 
message to the RT-Send-Ccs in a separate email. Again, since scrips are 
transactional, I can't see any way to do this without rewriting each 
potential combination of recipients as its own scripaction, but this 
approach seems rather cumbersome and inflexible. Is there a better way 
to do this?

Thanks in advance,
      -Bill

-- 
William Horka
UNIX Systems Administrator
Harvard-MIT Data Center