[rt-users] Templates and custom ScripActions

[Gene LeDuc]

Hi Fran,

On 10/22/2010 8:15 AM, Francis L Fabrizio wrote:
> Do I have to do something specific when creating a Scrip and using Action: User Defined in order to get RT to process the associated template with the scrip?
>
> I have created a custom scrip, and just for testing purposes, I made the custom condition, custom action prep, and custom action cleanup all set to "return 1;", and associated my desired template with the scrip.  The scrip fires and returns successfully, but the template is never touched.
>
> Are there specific steps I need to take in my custom action code in order to load, parse, and send notifications from a template?
>
> Thanks,
> Fran

I'm using v3.6.3, so this may not be accurate with your setup.

I know of ways to do what you want.

The way I prefer to do it is to embed the code into the template.  I've 
found this to be fairly easy to do and it involves less code.  It can 
also be trickier to debug because the scrip doesn't tell you what action 
is being taken - it's all in the template.  It does make the template 
bigger.  Almost all of my templates have embedded decision-making and 
data-processing routines in them.  Here's a piece of one of my templates 
that builds a custom acknowledgment e-mail.

===== BEGIN TEMPLATE CODE
{ ### Tells user that ticket has been resolved
   my $FromAddress = 'DNS Requests <someaddress at domain>';
   my $ContactAddress = 'me at domain';
   my $OwnerName = $Ticket->OwnerObj->RealName;
   my $have_rmks;
   my $c_content;

   ### Get last Correspond
   my $Transactions = $Ticket->Transactions;
   $Transactions->Limit( FIELD => 'Type', VALUE => 'Correspond' );
   $Transactions->OrderByCols (
      { FIELD => 'Created',  ORDER => 'DESC' },
      { FIELD => 'id',     ORDER => 'DESC' },
   );
   my $CorrespondObj = $Transactions->First;
   if ($CorrespondObj && $CorrespondObj->Id) {
     $c_content = $CorrespondObj->Content;
     chomp $c_content;
     $have_rmks = 
!$CorrespondObj->Attachments->First->GetHeader('Received');
   }
### Lots of other code removed
   my $AddressGroup = "From: $FromAddress";
   $AddressGroup .= "\nCc: $Cc" if $Cc;
   $AddressGroup .= "\nBcc: $Bcc" if $Bcc;
   $OUT = "$AddressGroup
Subject: Action completed

The ticket that was opened for your request for host \"$mName\" has been 
resolved by $OwnerName.  If you have any questions about this, you can 
contact us at $ContactAddress.
$remarks

Regards,
Your Friendly IT Staff";
}
===== END TEMPLATE CODE

Another way to do this that actually uses a user-defined action with a 
template is to make the calls to the appropriate RT routines from within 
your scrip code.  I did this with one of my scrips.

I wanted to do some non-standard things with the recipients, so I 
modified RT's SetRecipients() routine and stuck it into my scrip, then I 
call it and make calls to the Prepare() and Commit() routines to build 
and send an e-mail using the designated template.

===== BEGIN SCRIP CODE
### Valid e-mail for ticket, send acknowledgment
$self->SetRecipients();
$self->SUPER::Prepare();
$self->SUPER::Commit();

sub SetRecipients {
   ### custom routine to do non-standard things with the recipients
}
1;
===== END SCRIP CODE

The above code snippet is at the end of my scrip's "Custom action 
preparation code" block.

Regards,
Gene