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<p class="MsoNormal"><span style="color:#1F497D">Thanks Brent,<o:p></o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#1F497D">We realized that this way is a good way for us to proceed, there were some backwards thinking on the requirements for communication from the CRM.<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#1F497D">Thank you for the input :-)<br>
<br>
Regards, Joel<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#1F497D"><o:p> </o:p></span></p>
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<p class="MsoNormal"><b>Från:</b> Parish, Brent [mailto:bparish@cognex.com] <br>
<b>Skickat:</b> den 10 maj 2016 14:56<br>
<b>Till:</b> Joel Bergmark <joel.bergmark@t3.se>; rt-users@lists.bestpractical.com<br>
<b>Ämne:</b> RE: API - Forward/Vb externally<o:p></o:p></p>
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<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#1F497D">I hope I’m not oversimplifying and missing something here, but this seems to me like it is built into RT.<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#1F497D">I’d think the best way would be to have the auto notifications turned on for the CRM queue. Even if the Requestor of the ticket has an external email address, RT should send that user an email telling
them they have a new ticket.<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#1F497D">In reading your initial email, it sounds like you might have a queue that sometimes CRM tickets go into (with an external Requestor), but not all tickets in that queue should get auto-replies?<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#1F497D">If that is true, maybe you can use a scrip something like this:<o:p></o:p></span></p>
<p class="MsoNormal" style="margin-left:36.0pt"><span lang="EN-US">Condition: User Defined<o:p></o:p></span></p>
<p class="MsoNormal" style="margin-left:36.0pt"><span lang="EN-US">Action: Notify Requestors<o:p></o:p></span></p>
<p class="MsoNormal" style="margin-left:36.0pt"><span lang="EN-US">Template: Autoreply in HTML<o:p></o:p></span></p>
<p class="MsoNormal" style="margin-left:36.0pt"><span lang="EN-US">Applies to: CRM Queue<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#1F497D">add a Custom Condition something like this (completely untested!):<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US"># AUTO-NOTIFY REQUESTOR ONLY IF THEY HAVE EXTERNAL ADDRESS<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US"># (e.g. TICKET IS CREATED BY CRM)<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US"># BAIL OUT IF THIS IS NOT AN "On Create" ACTION:<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US">return 0 unless $self->TransactionObj->Type eq "Create";<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US">my $Ticket = $self->TicketObj;<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US">my $Requestors = lc($self->TicketObj->RequestorAddresses);<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US">$RT::Logger->debug("Requestors for ticket #:" . $Ticket->id . " are: $Requestors");<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US">foreach my $Person (split(',', $Requestors)) {<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US"> return 1 if ( $Person !~ <a href="mailto:m/@example\.com/i">
m/@example\.com/i</a> );<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US">}<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US"># NO ONE WITH AN EXTERNAL ADDRESS (e.g. NOT “example.com”), SO<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US"># DON’T SEND AUTO-REPLY<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US">return 0;<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#1F497D">Alternatively, you could use a custom field (containing external email address) that is only populated if it was created from CRM, and make a scrip that fires on that condition (e.g. email address
is present in that field), sending a notification to that address, but then you would may end up designing all sorts of triggers and conditions to handle other built-in RT functionality for external requestors?<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoListParagraph" style="text-indent:-18.0pt;mso-list:l0 level1 lfo2"><![if !supportLists]><span lang="EN-US" style="color:#1F497D"><span style="mso-list:Ignore">-<span style="font:7.0pt "Times New Roman"">
</span></span></span><![endif]><span lang="EN-US" style="color:#1F497D">Brent<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#1F497D"><o:p> </o:p></span></p>
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<p class="MsoNormal"><b><span lang="EN-US">From:</span></b><span lang="EN-US"> rt-users [<a href="mailto:rt-users-bounces@lists.bestpractical.com">mailto:rt-users-bounces@lists.bestpractical.com</a>]
<b>On Behalf Of </b>Joel Bergmark<br>
<b>Sent:</b> Tuesday, May 10, 2016 3:22 AM<br>
<b>To:</b> <a href="mailto:rt-users@lists.bestpractical.com">rt-users@lists.bestpractical.com</a><br>
<b>Subject:</b> Re: [rt-users] API - Forward/Vb externally<o:p></o:p></span></p>
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<p class="MsoNormal"><span lang="EN-US"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#1F497D">Hi again,<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#1F497D">Made a small but ugly flowchart on how i would like it to work. I also found several people asking for similar functionality. Does anyone know if this is possible with RT today? (Either create ticket
then auto forward, or create ticket then use the api on that ticket to forward externally)?<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#1F497D"><a href="https://urldefense.proofpoint.com/v2/url?u=https-3A__docs.google.com_drawings_d_1QMptft9mywdzNtqp6Juq5RJw1tCJJy3-2D3DZ5ZlP8mB0_edit-3Fusp-3Dsharing&d=DQMFAw&c=VCWpAYkS3z1bOCIxc-BPGZarCq9MRCAVxZJE051VqH8&r=luSRdPePk6fhFa3rH2PFBzWEtgcJguY0a__6vpfaX-I&m=NbNt0eRtCSOqU7Rs_c-n3e-SAQozk7Im3zZtbHR54IE&s=G_-WcwHxI3oF6ROJt8xPFYjA01NVNaw1ZJILkO6iufk&e=">https://docs.google.com/drawings/d/1QMptft9mywdzNtqp6Juq5RJw1tCJJy3-3DZ5ZlP8mB0/edit?usp=sharing</a><o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#1F497D">Regards, Joel<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#1F497D"><o:p> </o:p></span></p>
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<p class="MsoNormal"><b><span lang="EN-US">Från:</span></b><span lang="EN-US"> rt-users [<a href="mailto:rt-users-bounces@lists.bestpractical.com">mailto:rt-users-bounces@lists.bestpractical.co<span lang="SV">m</span></a></span>]
<b>För </b>Joel Bergmark<br>
<b>Skickat:</b> den 9 maj 2016 10:21<br>
<b>Till:</b> <a href="mailto:rt-users@lists.bestpractical.com">rt-users@lists.bestpractical.com</a><br>
<b>Ämne:</b> [rt-users] API - Forward/Vb externally<o:p></o:p></p>
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<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal"><span lang="EN-US">Hi everyone,<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US">Just looking for some suggestions, we are in the processes of implementing our CRM system to talk to the REST API, and I got stuck a bit on the best way to use the API to create a ticket and then forward the information
in the ticket to external party by email. <o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US">In our case we have 15 different Queues that different departments work in, many of them are for both internal (RT/CRM) and external communication. And some of them does not really fit for “On create autoreply to requestors”.
<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US">Have anyone of you guys set up a similar thing, or does anyone have a better way to do this?<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US">Regards, Joel.<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US"><o:p> </o:p></span></p>
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