[rt-users] Sending a notification from a scrip custom action

[Gene LeDuc]

Hi umm change+lists.rt,

Unless this has changed in the 3.8 line, you can't use a template to send 
an e-mail in a custom action.

The way I get around it is to use the custom action to set a trigger and 
then have another scrip (that uses that trigger as a custom condition) send 
the e-mail.

In our case, we don't use the priority field of the tickets for anything 
else, so my custom action assigns "5" to priority when I want to send an 
e-mail.  Then I have another scrip that sends the e-mail when the priority 
changes to "5".  You could use almost any unused field, or you could use a 
custom field.

Regards,
Gene

At 12:22 PM 3/4/2009, change+lists.rt at nightwind.net wrote:
>How would I send a notification using a template from within a scrip
>custom action?
>
>The users for one RT instance I'm setting up wants to allow
>correspondence on existing tickets via email, but not allow new tickets
>to be created by email (there are some important mandatory custom fields
>they want the user to fill out in the web interface).  I've changed the
>default autoreply-on-create scrip to only reply for tickets not created
>by email, and set up a new scrip that will check for new tickets created
>by email and delete them.  I want it to also send a notification to the
>ticket creator advising them to use the web interface instead.
>
>(If there's a better way to do this, I'm open to ideas)


-- 
Gene LeDuc, GSEC
Security Analyst
San Diego State University