[rt-users] Add a new "Action" to list

[Kenneth Crocker]

Gene,

Thanks for the reply. I like your answer, but I think I need a little more
due to the system not sending emails to the actor unless it is "autoreply".
In my situation, I'm sending the owner an email when he resolved a ticket,
but we want a certain field (CF or otherwise) to have a value. My scrip will
change the ticket status to "stalled" and I will send the owner an email
telling them to enter the correct data or the ticket will NOT resolve. It's
a way of making a field "Mandatory" on a Queue-by-Queue basis and notify the
owner via email what he did wrong. Because of out RT default to not notify
the actor (which we want), this will allow me to do it.

I was looking at the file /opt/rt3/lib/RT/Action/AutoReply and I was
thinking of copying that file and renaming it to AutoOwner and modify the
code to push the email to the Owners EmailAddress. Of course, I'd have to
maybe list that as an option like you mentioned.

I also came up with a more "Gene-like" answer ;-). Just create a template
with the ticket owner (email address) as a "To:" override and specifiy
"Notify Other's" as the action in the script. That would work, but I don't
think it is as clean as having a "AutoOwner" as an option.

Well, I'll wait awhile and see what comes up.

Thanks again.

Kenn

On Mon, Oct 4, 2010 at 3:38 PM, Gene LeDuc <gleduc at mail.sdsu.edu> wrote:

> Hi Kenn,
>
>
> On 10/4/2010 2:34 PM, Kenneth Crocker wrote:
>
>> To list,
>>
>> I want to add "Autoreply to Owner" as an option on the "Action" list
>> when creating a scrip. I'm not clear on exactly what I need to do.
>>
>> Is there a relatively simple way to do this?
>>
>> Thanks in advance.
>>
>> Kenn
>> LBNL
>>
>
> I think there is a relatively simple way to do this.  I added an Action I
> called "Notify Everyone" that notifies Everyone.  I did it a long time ago
> on v3.6.3 and I think it was just a matter of adding a record to the
> ScripActions table of the rt3 database.
>
> In my case, I created a new record, gave it a name "Notify Everyone" and a
> description "Send mail to all watchers plus transaction CCs and BCCs" then
> set the ExecModule field to "Notify" and the Arguments field to
> "All,OtherRecipients".
>
> In your case, I think you can add a new record with "Autoreply" as the
> ExecModule and "Owner" as the Argument.
>
> You might want to do a slow count to 100 before trying this to see if
> anyone else tells you not to do it.
>
> Regards,
> Gene
>
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!
>
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