[rt-users] Back to my Dynamic template choosing Scrip problem...

[Landon Stewart]

Hi Ruslan,

Firstly, thank you!  This worked remarkably well.  I customized things a
little to have it not be used unless it's the right type of notification
etc but otherwise it was pretty much right on and works well.  My Scrips
are all now deleted and there's just one in there now for this purpose and
the template is properly selected based on the criteria used to make the
$name variable.

I have one question however…  What is the reason for the foreach loop in
this code you provided.





On 3 October 2013 04:27, Ruslan Zakirov <ruz at bestpractical.com> wrote:

> Hi,
>
> You can do this by inserting custom TemplateObj method into
> RT/Action/SendMail.pm
>
> It should be like this:
> 1) behave like original method, so copy it from lib/RT/Action.pm
> 2) change template on call when Ticket and Txn are available
> 3) mark that change was done
>
> For example:
>
> sub TemplateObj {
>     my $self = shift;
>     return $self->{TemplateObj} if !$self->{TemplateObj}
>         || $self->{our_custom_code_has_made_the_change};
>
>     my $ticket = $self->TicketObj;
>     return $self->{TemplateObj} unless $ticket;
>
>     my $orig_name = $self->{TemplateObj}->Name;
>
>     my $lang = $ticket->FirstCustomFieldValue('Language');
>     my $case_type = $ticket->FirstCustomFieldValue('Category');
>     foreach my $name ("$orig_name $case_type $lang", "$orig_name
> $case_type $lang") {
>          my $tmp = RT::Template->new( $self->CurrentUser );
>          $tmp->Load( $name ); # queue should be here and fallback to
> global!
>          unless ($tmp->id) {
>              RT->Logger->debug("No custom template $name");
>          } else {
>              $self->{TemplateObj} = $tmp;
>          }
>     }
>     $self->{our_custom_code_has_made_the_change} = 1;
>     return $self->{TemplateObj};
> }
>
>
> Note that the code is not tested in any way, just typed it in mail client.
>
>
> On Thu, Oct 3, 2013 at 12:59 AM, Landon Stewart <lstewart at iweb.com> wrote:
>
>> Hello,
>>
>> This is not an easy issue to work out - I'm sorry for repeating this
>> question but last time I answered myself and then realized the answer
>> wasn't going to work out.  Anyway here goes...
>>
>> I have a CF called "Classification" where we classify a ticket based on a
>> scoring system for keywords in fields like From:, Subject: and Content of
>> an incoming email report.  The incident report might be classified as one
>> of "Phishing", "Open Recursive DNS" or "Malware" etc.  There are currently
>> 12 different classifications and more may need to be added.  When opening
>> an Investigation for an issue the CF "Classification" is used to determine
>> the template to send to the client containing some helpful information and
>> what is required of them.
>>
>> Not only are we dealing with multiple templates but also each one has its
>> own language.  English, French and Spanish.  It is very cumbersome to have
>> 3 Scrips for each classification.
>>
>> *Below is 1 example for the "Open Recursive DNS" classification in all
>> three languages and how it is dealt with currently:*
>>
>> *Desc:* On Create Customer Open Recursive DNS English
>> *Condition:* User Defined
>> *Action:* Autoreply To Requestor
>> *Template:* Open Recursive DNS (en)
>> *Stage:* TransactionCreate
>> *Custom Condition:*
>> my $trans = $self->TransactionObj;
>> my $ticket = $self->TicketObj;
>> return 0 unless $trans->Type eq "Create";
>> return 0 unless $ticket->FirstCustomFieldValue('Classification') eq "Open
>> Recursive DNS";
>> ## If English or no language choose English below...
>> if ($ticket->FirstCustomFieldValue('PreferredLanguage') eq 'English' ||
>> $ticket->FirstCustomFieldValue('PreferredLanguage') eq "") {
>>
>>     return 1;
>> }
>>
>> *Desc:* On Create Customer Open Recursive DNS French
>> *Condition:* User Defined
>> *Action:* Autoreply To Requestor
>> *Template:* Open Recursive DNS (fr)
>> *Stage:* TransactionCreate
>> *Custom Condition:*
>> my $trans = $self->TransactionObj;
>> my $ticket = $self->TicketObj;
>> return 0 unless $trans->Type eq "Create";
>> return 0 unless $ticket->FirstCustomFieldValue('Classification') eq "Open
>> Recursive DNS";
>> if ($ticket->FirstCustomFieldValue('PreferredLanguage') eq 'French') {
>>     return 1;
>> }
>>
>> *Desc:* On Create Customer Open Recursive DNS Spanish
>> *Condition:* User Defined
>> *Action:* Autoreply To Requestor
>> *Template:* Open Recursive DNS (es)
>> *Stage:* TransactionCreate
>> *Custom Condition:*
>> my $trans = $self->TransactionObj;
>> my $ticket = $self->TicketObj;
>> return 0 unless $trans->Type eq "Create";
>> return 0 unless $ticket->FirstCustomFieldValue('Classification') eq "Open
>> Recursive DNS";
>> if ($ticket->FirstCustomFieldValue('PreferredLanguage') eq 'Spanish') {
>>     return 1;
>> }
>>
>> "OK!?  So what's the problem?" you might ask…
>>
>> Can anyone tell me how to roll this into one Scrip without making the
>> templates themselves a mess of spaghetti code?
>>
>> *Pseudo code might be:*
>> *Desc:* On Create Customer Open Recursive DNS
>> *Condition:* User Defined
>> *Action:* Autoreply To Requestor
>> *Template:* Global template: Blank
>> *Stage:* TransactionCreate
>> *Fake Code Custom Condition:*
>> my $trans = $self->TransactionObj;
>> my $ticket = $self->TicketObj;
>> return 0 unless $trans->Type eq "Create";
>> my $class = $self->FirstCustomFieldValue('Classification');
>> my $lang = $ticket->FirstCustomFieldValue('PreferredLanguage');
>> my $template = $class." (".$lang.")";
>>       ## Eg: Open Recursive DNS (French)
>> if (SetTheTemplateTo($template)) {
>>   return 1;
>> }
>> return 0;
>>
>> I know SetTheTemplateTo() is not a real function… But that's what I want
>> to work out how to do.  Basically override or supplement the template set
>> on the Scrip form.
>>
>>
>> --
>> Landon Stewart :: lstewart at iweb.com
>> Lead Specialist, Abuse and Security Management
>> Spécialiste principal, gestion des abus et sécurité
>> http://iweb.com :: +1 (888) 909-4932
>>
>>
>>
>>
>> --
>> RT Training in New York, October 8th and 9th:
>> http://bestpractical.com/training
>>
>
>
>
> --
> Best regards, Ruslan.
>



-- 
Landon Stewart :: lstewart at iweb.com
Lead Specialist, Abuse and Security Management
Spécialiste principal, gestion des abus et sécurité
http://iweb.com :: +1 (888) 909-4932
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