[rt-users] custom template help

Karres, Dean karres at illinois.edu
Thu Apr 16 15:06:39 EDT 2015

Ah! Never mind.  I found the RT-Extension-ExtractCustomFieldValues extension.  I think that is what I need.


From: Karres, Dean
Sent: Wednesday, April 15, 2015 3:59 PM
To: 'rt-users at lists.bestpractical.com'
Subject: custom template help


Rt 4.2.10

We have a number of automated processes that generate emails into our helpdesk.  The "From" of these messages is the process user and not a live requestor.

For example, we have a process that finds all the customers who's accounts have been deactivated since the last time the report was run.  For each deactivated account found an email message is sent to the helpdesk queue responsible for dealing with these things.  The emails are each plain text.  The body of each message contains the customer's Full_Name, Email_Address, Account_End_Date.  Something like:

Account deactivation notice for customer Alice Aubrey (aaubrey at mycompany.com<mailto:aaubrey at mycompany.com>).  Account deactivated on 2015-02-20 13:00:00

This can be reformatted easily so I am not concerned about that.

I would like a template that can be associated with the "On Resolve" action that will harvest the Full_Name, Email_Address, Account_End_Date fields above and then create an outbound message to the customer that says something like:

Subject: Account deactivation for Alice Aubrey
CC: aaubrey at mycompany.com<mailto:aaubrey at mycompany.com>
Content-Type: text/html

Dean Alice Aubrey,

This is to notify you that your account with us was deactivated on 2015-02-20 13:00:00

I have tried creating a template that tries to parse the $Ticket->_RecordNote field but I'm not sure that is the way to go... because it didn't work :)

1)      What is the best way to harvest data from the initial ticket body for use in an outbound template

2)      Is it OK to CC in the template as I suggested above?
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