[rt-users] autoreply including article

jesse west jessepdx at gmail.com
Thu Jun 28 14:08:34 EDT 2012

i will be as specific as possible

when a student generates a ticket for " Unexcused Early Release"

i have a scrip with this custom condition:

my $match = "Unexcused Early Release";
my $t_subject = $self->TicketObj->Subject;
if ( $t_subject !~ /$match/i ) {
return 1;
else {
return 0;

which runs the Send Email action

and uses this template:

To: $Ticket->RequestorAddresses
Subject: Unexcused Early Release {$Ticket->Subject}

Hi $Ticket->FirstCustomFieldValue('Student_Name')

Thank you for your student report.

Please be aware that this is considered an unexcused early release in
accordance with the student catalog. All time off requests must be made at
least 2 weeks in advance, and/or a student must supply a doctor’s note for
it to be considered excused.

Please remember any hours missed may result in over contract fees.

Each curriculum has required days and hours of attendance. Attendance
records are strictly maintained and determine compliance with satisfactory
progress for financial aid funding purposes. In order to receive financial
aid, you must maintain at least 80% overall attendance.

Kind Regards,
Student Services

i would like the body of the email to use the contents of the field
"Content" from Article #4 rather than the text above.

On Thu, Jun 28, 2012 at 9:34 AM, Kevin Falcone <falcone at bestpractical.com>
> On Wed, Jun 27, 2012 at 03:15:31PM -0700, jesse west wrote:
> >    i see, i thought he meant to copy and paste the article into the
> >    what would that look like to use the API in a template?
> >    i can't find any documentation on this...
> Are you looking for documentation about Articles?
> perldoc lib/RT/Article.pm perldoc lib/RT/Articles.pm
> Are you looking for documentation about templates, look at the
> templates.pod file shipped in your docs directory.
> I doubt documentation exists for the exact thing you're trying to do,
> so you'll need to be more specific about what you want to do.
> -kevin
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