[rt-users] Condition scrip

[Stefan Le Jeune]

Hi Eli,


On Fri, Oct 24, 2008 at 5:26 PM, Eli Altman <eli at gmnameplate.com> wrote:
> Stefan, RT may already be configured to do what you need right out of the box.  I'd suggest learning more about Scrips and Templates when you have time.  How much experience do you have with RT?
>
I've been using it for 6 months. I've managed to switch off scrips,
create new ones and new templates.  So not a total newbie but I
haven't mastered the condition scripting.

Maybe I did not explain my case too well.

I want to initiate an email between my company and a customer and I
want to track that conversation.  So when I create the ticket the
requestor will be me so I don't want to get the default "on create"
email back to me.
Then I want to go to the ticket and change the requestor from me to
the person I want to email.
Then I want to attach a document that is specific for that customer
but the text in the body of the email will be the same for all
customers.  Something along the lines of "Please find attached an
excel document with queries relating to your claim." (etc,etc).

To save me (the company) having to create the email body text each
time I was hoping that I could automate it somehow.  My thought was to
use a condition that would check if the status is going from "New" to
"Open" and then send the template.

You said:
> Scrip Condition: On Open
> Action: Notify Requestor
> Template: <create your own>
> Stage: TransactionCreate

I don't have an "On Open" condition in the condition drop down (In RT
3.6.7). But this could help me out maybe.


Regards,
Stefan


>>I want to initiate a ticket and send a standard email out with an
>>attachment that will be different each time.
>
> Please explain further "with an attachment that will be different each time."  When a ticket is created, by default RT will send an email to the requestor using the 'Default Autoresponse template'  This basically says something like, "Thank you for submitting a ticket." But you can customize it to say anything you'd like.
>
>>My thinking was as follows:
>>Users creates new ticket in queue with a subject.
>>Selects ticket and changes the requester to the person who will get the email.
>
> This should happen by default if the scrip action includes Notify Requestor (which it does for the standard AutoReply scrip)  The ticket creator is usually the Requestor, unless that is overridden by a privileged user when the ticket is created through the WebUI or overridden using the CommandByEmail plugin.
>
>>Selects a reply on the ticket and attaches the document.
>
> Does the reply document need to be an actual attachment, or can it just be a canned response in the body of the email?  Reason I'm asking, you can customize 'templates' to display whatever message you'd like in the RT emails.  As earlier, the default email templates in RT are pretty good.  I believe most of us use them with only a few modifications.  Actually attaching a specific file to those emails may be more challenging, but not out of the question.
>
>>Now, instead of typing out the same email body every time or copying
>>and pasting from an old one, I would like to use the scrips and
>>templates to do that.
>>I would think I need to put a condition to only send the template when
>>the status is changing from New to Open.
>
> Scrip Condition: On Open
> Action: Notify Requestor
> Template: <create your own>
> Stage: TransactionCreate
>
>>As there could be further
>>correspondence later I don't want the standard template to go out
>>after the initial email.
>
> If you are saying you don't want the standard AutoReply going out when someone creates a ticket, you can simply disable that one Scrip by changing 'Stage' to 'Disabled' on the scrip responsible for the AutoReply.  To sum up, you can create as many custom scrips and templates as you'd like, to be triggered by anything.. status changing to something specific, based on content of the subject, the content of the ticket itself, specific requestors, etc.
>
> Elias
>
>
>