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<DIV><FONT face=Arial size=2>I'm trying to figure out how to automate some
things within RT 3.0 when new tickets are created within one queue.
</FONT><FONT face=Arial size=2>Having read as much as I could find in the docs
for RT 3.0 and the "Under the Hood" stuff from 2, I'm still not finding enough
resources to begin.</FONT></DIV>
<DIV><FONT face=Arial size=2></FONT> </DIV>
<DIV><FONT face=Arial size=2>In a nutshell, what I "think" I want to do is
create a custom Condition/Action scrip such that, when a new ticket is first
added to a particular queue, custom fields are parsed, some
processing happens and the results are added to the body of the
ticket. For example, </FONT><FONT face=Arial size=2>I want to take in (as
a custom field) an IP address. I want to use SNMP to poll that IP for
particular values, and pre-populate the ticket with those values (saving me
cut-paste-execute time later on).</FONT></DIV>
<DIV><FONT face=Arial size=2></FONT> </DIV>
<DIV><FONT face=Arial size=2>I can handle all of the background SNMP stuff, but
I must be missing something that tells me the best way to get it back into the
ticket. </FONT><FONT face=Arial size=2>Can anyone point me to a document
I've missed or an existing application that I could reference? It seems
all of the scrip Condition/Action stuff I'm finding only really deals with
tweaking interal RT stuff - nothing really "external"</FONT></DIV>
<DIV><FONT face=Arial size=2></FONT> </DIV>
<DIV><FONT face=Arial size=2>Thanks in advance,</FONT></DIV>
<DIV><FONT face=Arial size=2></FONT> </DIV>
<DIV><FONT face=Arial size=2>Russ Roff</FONT></DIV>
<DIV><FONT face=Arial size=2>Manager - Network Engineering</FONT></DIV>
<DIV><FONT face=Arial size=2>Time Warner Cable</FONT></DIV></BODY></HTML>