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

[Kevin Falcone]

On Mon, Jan 05, 2015 at 12:54:14PM -0800, Landon Stewart wrote:
> 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'd probably instead write an Action in the Incidents Queue that
Corresponds on each child IR and let RT's normal mail sending functions
handle it from there.

That way it's trivial to just build the body of your correspondence
from an Article (or a template) rather than trying to trick RT into
using difference templates.

Any time you find yourself thinking you should use
RT::Action::SendEmail directly or be overriding the Templates on a
Scrip, there's probably a different way to do it.

-kevin
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