[rt-users] notification - solved

Kurt Engle engle at 4j.lane.edu
Wed Dec 15 14:08:46 EST 2010


The custom notification issue that I was trying to solve has been solved. 

The issue was the ordering of the scripts. I had 'TransactionBatch' set for all of my scripts that run 'On Create' but I was still having an ordering issue. I was trying to get the value of a Custom Field before the value was set. So, I named my scrips starting with numbers (numeric/alphabetic) and that caused the scrips to run in the order that they need to run to populate and get custom field values. 

The entire process: 
When a ticket is created, the 'requestor' e-mail address is looked up in LDAP and the 'location' attribute is returned and populates a Custom Field. Then that Custom Field (Location) is tested and married with a technician or group of technicians. The e-mail address of the technician is placed in a separate Custom Field. Then I have a scrip that uses "Notify Other Recipients" and a custom template that pulls the email address out of the Custom Field and creates a 'To:' address that sends an e-mail to the specified address. 

Ken and Kevin... thanks for all your help. 

Kurt Engle 
Network Engineer 
4J Schools 



From: "Kurt Engle" <engle at 4j.lane.edu> 
To: "Thomas Sibley" <trs at bestpractical.com> 
Cc: rt-users at lists.bestpractical.com 
Sent: Tuesday, December 14, 2010 11:11:31 AM 
Subject: Re: [rt-users] notification 


Yes, I understand that it is not. My first example below is returning nothing. 

On 14 Dec 2010 13:53, Kurt Engle wrote: 
> I have tried FirstCustomFieldValue('NotifyEmail') but it returns 
> nothing. But I can look at the ticket and it shows the value that I 
> would expect there. 

Kurt Engle 
Network Engineer 
Eugene 4J Schools 


From: "Thomas Sibley" <trs at bestpractical.com> 
To: rt-users at lists.bestpractical.com 
Sent: Tuesday, December 14, 2010 11:04:10 AM 
Subject: Re: [rt-users] notification 

On 14 Dec 2010 13:53, Kurt Engle wrote: 
> I have tried FirstCustomFieldValue('NotifyEmail') but it returns 
> nothing. But I can look at the ticket and it shows the value that I 
> would expect there. 
> 
> FirstCustomFieldValues('NotifyEmail') returns this in the log file: 
> Template parsing error: RT::Ticket::FirstCustomFieldValues Unimplemented 
> in Text::Template::GEN14. 

It's not plural. 

Thomas 
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