[rt-users] Passing parameters to mail and sending two different mails

[Gene LeDuc]

Hi Martin,

On 7/13/2010 4:44 AM, Martin Drasar wrote:
> Hi, everyone,
> I have two questions for you. In our RT instance we want to
> automatically process some incident reports with well defined structure.
> Receiving and parsing is easy but I am lost on how to
>
> 1) pass the parsed data to mail template.
> I know that I could create custom fields for each piece of data and then
> retrieve it from template, but I find it quite cumbersome - more than
> 70% of tickets would have custom fields they are not going to use.
> Unless I make it some generic custom field that can store any string and
> keep the entire mail there, which would kind of defeat the purpose of a
> template.

You can do the parsing/processing within the template.  I actually do 
more processing in my mail templates than in the scrips.  From within 
the template you have access to the transaction that triggered the scrip 
and the ticket.

> 2) send two different mails
> One mail is an automatic reply to the requestor and the other one is a
> mail to an admin responsible for handling the incident. I could make two
> scrips with the same condition to send mails or to use/extend
> RT::Action::SendMail.
> Which option would you prefer? Or is there a third or fourth one?

I just use 2 scrips with the same condition.

Gene