<div dir="ltr"><div><div><div><div><div>Kevin:<br><br></div></div>Unfortunately following your suggestion didn't help.<br><br></div><div>The reason I check for a status change = new (rather than Condition=On Create) is because the latter will send me an SMS everytime any ticket is opened, regardless of the subject contents (as I would expect it to do given that it says to "<i>Use these fields when you choose 'User Defined' for a condition or action").<br>
<br></i>So what I'm not sure of is if I have a fundamental misunderstanding of how this is supposed to work, or perhaps something with the way I'm trying to search for the word 'urgent' in the subject is not correct - ie: where should that bit of code go if Condition=On Create?<br>
<br></div><div>For what I'm trying to accomplish, might it be better to create a custom Condition?<br></div><div>ie:<br><br>rt-setup-database --action insert --datafile /usr/local/rt/lib/RT/Condition/Foo.pm?<br><br></div>
<div>In that case, should it in theory show up as an available action from the drop-down of available actions?<br><br><br></div><div>Thanks<br><br><br><br>
</div><div><div><div><div><br>Date: <span><span>Fri, 26 Jul 2013 08:52:37 -0400</span></span><br>
From: Kevin Falcone <<a href="mailto:falcone@bestpractical.com" target="_blank">falcone@bestpractical.com</a>><br>
To: <a href="mailto:rt-users@lists.bestpractical.com" target="_blank">rt-users@lists.bestpractical.com</a><br>
Subject: Re: [rt-users] Notify via SMS if ticket Subject =~ /urgent/i<br>
Message-ID: <<a href="mailto:20130726125237.GR22003@jibsheet.com" target="_blank">20130726125237.GR22003@jibsheet.com</a>><br>
Content-Type: text/plain; charset="us-ascii"<br>
<br>
On Thu, Jul 25, 2013 at 01:15:33PM -0400, EJ Marmonti wrote:<br>
> The portion of sending the SMS message itself I figured out so that's less of a concern - in<br>
> the template, I just CC the sms address (if Action=Notify AdminCCs', this works), though I am<br>
> open to other suggestions. It's the scrip itself that I'm really having issues with.<br>
><br>
> What I have so far:<br>
><br>
> Description: On create URGENT, notify SMS<br>
> Condition: On Transaction<br>
> Action: User Defined<br>
> Template: On Create Urgent ticket, notify SMS<br>
> Stage: TransactionCreate<br>
<br>
If you have an Action of User Defined, your Template isn't going to be<br>
used unless you're loading it up and sending mail manually.<br>
<br>
It sounds to me like you actually wanted<br>
Condition: User Defined<br>
Action: Notify Other Recipieints or Notify Ccs or a custom notify<br>
action created with<br>
<a href="http://bestpractical.com/docs/rt/latest/rt-email-group-admin.html" target="_blank">http://bestpractical.com/docs/rt/latest/rt-email-group-admin.html</a><br>
<br>
You can combine your Custom action prep code and Custom action cleanup<br>
code into that condition, although I am a little confused. You<br>
apparently only want to check the subject if the status of the ticket<br>
changes (rather than say when the ticket is created?) but that may be<br>
what you wanted.<br>
<br>
-kevin<br>
<br>
> ===Custom condition: n/a<br>
><br>
> ===Custom action prep code:<br>
> my $txn = $self->TransactionObj;<br>
> my $type = $txn->Type;<br>
> return 0 unless $type eq "Status"<br>
> || ( $type eq 'Set' && $txn->Field eq 'Status');<br>
><br>
> return 0 unless $txn->NewValue eq "new";<br>
><br>
> ===Custom action cleanup code:<br>
><br>
> my $subject = $self->TicketObj->Subject;<br>
><br>
> if ($subject =~ /urgent/i) {<br>
> return 1;<br>
> }<br>
> else {<br>
> return 0;<br>
> }<br>
><br>
> I found some decent references out there, but this isn't sending the notification and I'm<br>
> stumped. I know there are many people out there who have done the equivalent of what I'm<br>
> trying to accomplish.<br>
><br>
> Thanks<br>
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