[Rtir] Triggering an auto-reply to an Incident Report when an Investigation is created

[Landon Stewart]

Hello,

I'm having trouble with the logistics of this but I wish to trigger an auto-reply to an Incident Report with a specific global template when an Incident is created with a specific value for a custom field.  Basically to put it in context we want to trigger an auto-reply to the IR saying we've identified the party responsible for an alleged Copyright violation and have forwarded the notice to them to get it resolved (to satisfy the notice-and-notice regime in the Copyright Modernization Act (Canada)).

Currently I'm able to send an auto-reply with the specific template when certain CF's value is changed to a specific value but I can't wrap my head around sending an auto-reply to an IR when an Investigation is created instead.  We don't want to send the notice pre-maturely which is currently what's happening.

The RT::Action::SendEmail method eludes me because I can't figure out how to set the template when using that action.  I think I have to write my own custom action that finds the parent ID and then send an auto-reply to all the child tickets that are Incident Reports (since there could be more than one).  Again I am having trouble figuring out how to send that email with a specific global template because setting the template in the custom action module is confusing me.

I don't need details on writing the code other than selecting a template in a new custom action module.  The documentation for RT::Action::SendEmail is a little vague in this regard.

Thanks for any ideas/help you can provide.

--
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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