[rt-users] Send AdminCc notify email from inside custom action?

Gene LeDuc gleduc at mail.sdsu.edu
Fri Jul 18 11:32:56 EDT 2008

Hi Dan,

The only way I was able to figure out to send an e-mail as part of a 
user-defined action scrip is to have the scrip that does the user-defined 
action also set a value in another field, and have that field change 
trigger a Notify scrip.  We don't use ticket priorities here, so I use the 
priority field to control process flow (I've also done the same thing using 
a custom field).  In your case, I'd have your scrip add someone to the 
ticket's admincc group and then set a value in a CF called "Flow".  Then 
I'd create another scrip that triggers when "Flow" changes to that specific 
value; this scrip would do the notification.

I'm sure there are more elegant ways to do this, but I never found them and 
this works for us.


At 08:12 AM 7/18/2008, Dan Lowe wrote:
>I have been looking to implement automatic Cc adds for new users copied 
>into threads, taking the code here and adapting it:
>I have created 2 custom scrips based on that, one that triggers on Create 
>and another on Correspond. (I am not using $ParseNewMessageForTicketCcs 
>because I only want this on specific queues).
>The add-Cc's function is working perfectly. However, we like to generate 
>an email notify whenever we have made a change to a ticket's state. I am 
>trying to find a way to generate an AdminCc notification that one or more 
>Cc's were added to the ticket, and I would assume that needs to happen 
>within the custom action cleanup code, after the Cc-add processing has 
>been finished.
>I've looked around on the wiki, Google, and looked through O'Reilly's "RT 
>Essentials" book on Safari Online, but I can't see a way to make this 
>happen. I've tried getting the AdminCc list with code similar to this:
>$adminccs = $self->TicketObj->AdminCcAddresses;
>But I get a blank return using that. I've also tried using RT::User->new 
>and grabbing data from the returned object, but I get Perl errors about 
>the method not being implemented (even if I "use RT::User").
>All I really need is either a way to get the admincc list, and then a way 
>to send an email, or a packaged-up method that knows how to get the 
>admincc list itself, that I can pass a message text to. Does such an 
>animal exist?
>Thanks in advance for any help. I feel like I'm beating my head against a 
>wall at this point.

Gene LeDuc, GSEC
Security Analyst
San Diego State University 
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