[rt-users] Combine scrips

[Kenneth Crocker]

Gene,


	Yes, I thought about using templates as well and will probably go ahead 
with your example. I could use ticket status for that, since I am adding 
a few new values there. I could set the status in a template which would 
trigger another scrip, and on and on. Not a bad idea. I was just 
wondering if there was a simpler way, but this one isn't too bad, 
really. I want to thank you for your time and patience in helping me get 
thru this learning curve. You truly helped alot.

Kenn
LBNL

Gene LeDuc wrote:
> Hi Kenn,
> 
> I think the basic issue is that you want to use a user-defined action 
> AND fire off an e-mail.  Since I've been able to do almost anything 
> within a template that I would want to do in a user-defined scrip 
> action, I only use user-defined actions when I'm not going to send an 
> e-mail.  If there will be one or more e-mails, I put the code (that I 
> would have put into the user-defined scrip action) into templates and 
> cause them to trigger as many other scrips as I have e-mails to send.
> 
> I do this by setting something (usually Priority) in the template, which 
> triggers another scrip that fires another template (with each template 
> sending off an e-mail).  Since I don't use the Priority field to 
> actually indicate priority, I use it instead to keep track of what stage 
> a ticket is at and move it through my workflow process.
> 
> For example:
> 1. Mail comes in, gets parsed by scrip.  Scrip populates CFs in ticket 
> and Priority gets set to 5.
> 2. Pri-5 triggers scrip/template that sends new-ticket alert to staff 
> members.  Template sets Status to open and Priority to 10.
> 3. Pri-10 triggers scrip/template that sends acknowledgment to 
> requestor.  Template sets Priority to 15.
> 4. Pri-15 triggers scrip/template that sends user a random password to 
> access RT.  Template sets Priority to 20.
> If requestor sends reply with "reset" in body, scrip sets Priority to 15 
> (which causes step 4 to repeat and make a new password).
> If staff member sends reply with "ok" in body, scrip sets Owner to staff 
> member and Priority to 25.
> 6. Pri-25 triggers scrip/template that sends mail to requestor saying 
> job is complete.  Template also sets Priority to 30.
> 7. Pri-30 triggers scrip/template that sends mail to all staff members 
> notifying that this job is complete.  Template sets Status to resolved.
> 
> Gene
> 
> At 10:02 AM 5/22/2007, Kenneth Crocker wrote:
>>         Thanks to Gene LeDuc and Stephen Turner I got my notification 
>> scrip working and another scrip to modify another custom field using 
>> the same condition code. When I tried to combine them into 1 scrip, I 
>> either got the notification scrip to run (action = notify Requestor) 
>> or the modification code to work (action = user defined) but not both. 
>> I'm not sure how to do both in 1 scrip or even if it is possible. Is 
>> there where the TransdactionBatch  option comes in? Thanks.
> 
>