<html><head><meta http-equiv="Content-Type" content="text/html charset=utf-8"></head><body style="word-wrap: break-word; -webkit-nbsp-mode: space; -webkit-line-break: after-white-space;" class=""><div class="">Hello,</div><div class=""><br class=""></div><div class="">I'm having trouble with the logistics of this but I wish to trigger an auto-reply to an Incident Report with a specific global template when an Incident is created with a specific value for a custom field. Basically to put it in context we want to trigger an auto-reply to the IR saying we've identified the party responsible for an alleged Copyright violation and have forwarded the notice to them to get it resolved (to satisfy the notice-and-notice regime in the Copyright Modernization Act (Canada)).</div><div class=""><br class=""></div><div class="">Currently I'm able to send an auto-reply with the specific template when certain CF's value is changed to a specific value but I can't wrap my head around sending an auto-reply to an IR when an Investigation is created instead. We don't want to send the notice pre-maturely which is currently what's happening. </div><div class=""><br class=""></div><div class="">The RT::Action::SendEmail method eludes me because I can't figure out how to set the template when using that action. I think I have to write my own custom action that finds the parent ID and then send an auto-reply to all the child tickets that are Incident Reports (since there could be more than one). Again I am having trouble figuring out how to send that email with a specific global template because setting the template in the custom action module is confusing me.</div><div class=""><br class=""></div><div class="">I don't need details on writing the code other than selecting a template in a new custom action module. The documentation for RT::Action::SendEmail is a little vague in this regard.</div><div class=""><br class=""></div><div class="">Thanks for any ideas/help you can provide.</div><div class=""><br class=""></div><div apple-content-edited="true" class="">
<div style="color: rgb(0, 0, 0); letter-spacing: normal; orphans: auto; text-align: start; text-indent: 0px; text-transform: none; white-space: normal; widows: auto; word-spacing: 0px; -webkit-text-stroke-width: 0px; word-wrap: break-word; -webkit-nbsp-mode: space; -webkit-line-break: after-white-space;" class="">--</div><div style="color: rgb(0, 0, 0); letter-spacing: normal; orphans: auto; text-align: start; text-indent: 0px; text-transform: none; white-space: normal; widows: auto; word-spacing: 0px; -webkit-text-stroke-width: 0px; word-wrap: break-word; -webkit-nbsp-mode: space; -webkit-line-break: after-white-space;" class="">Landon Stewart : <a href="mailto:lstewart@iweb.com" class="">lstewart@iweb.com</a><br class="">Lead Specialist, Abuse and Security Management<br class="">Spécialiste principal, gestion des abus et sécurité<br class=""><a href="http://iweb.com" class="">http://iweb.com</a> : +1 (888) 909-4932</div>
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