[rt-users] Need to create new scrip

[Christian Gilmore]

I'll take a look, thanks!

I'm trying to build in a basic approval system. Tickets to a certain queue
are now requiring management approval on both sides (my management and the
requestor's management). I'm thinking of the following scrips:

CONDITION			ACTION			TEMPLATE
----------------------------------------------------------------
OnCreate			GiveToApprover		ApprovalRequired
OnGiveFromApprover	NotifyRequestorManager	ApprovalRequired


CONDITIONS

OnGiveFromApprover is simple enough in its idea: when the member of the
Approver group (locally created) gives a ticket away, trigger an action.


ACTIONS

GiveToApprover is simple enough in its idea: give the ticket to the
individual in the Approved group.

NotifyRequestorManager is more difficult: identify the requestor's manager
(either through external lookup such as LDAP or in a yet-to-be-created
manager field in the user's record); create, if necessary, the manager
account in RT; then send mail with the appropriate template to the
requestor's manager.


TEMPLATES

ApprovalRequired is much like transaction except it includes more
management fluff.


On a semi-separate question, when mail comes in multi-part MIME, the
transaction template ends up with blank content (the RT lines are still
there, but the body of the request is blank).

Regards,
Christian

> -----Original Message-----
> From: rt-users-admin at lists.fsck.com
> [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Jesse Vincent
> Sent: Wednesday, October 03, 2001 4:34 PM
> To: cag at us.ibm.com
> Cc: RT Users Mailing List (E-mail)
> Subject: Re: [rt-users] Need to create new scrip
>
>
> have you taken a look at the perldoc for RT::Condition::Generic?
>
> What are you trying to do, specifically?
>
>
> On Wed, Oct 03, 2001 at 03:59:56PM -0500, Christian Gilmore wrote:
> > I need to create a new scrip to perform a non-standard action on a
> > non-standard condition. How do I create these actions and
> conditions?
> > Unfortunately, the external doc is still blank on this topic.
> >
> > I took a peak at contrib and might have an idea with the QueueChange
> > condition, but I've less of an idea with actions. Still,
> there are keys to
> > hashes referenced in QueueChange whose possible values I've no idea.
> >
> > Thanks,
> > Christian
> >
> > -----------------
> > Christian Gilmore
> > Team Lead
> > Web Infrastructure & Tools
> > IBM Software Group
> >
> >
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> > rt-users at lists.fsck.com
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> >
>
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