Thanks Ken, What I want is to put the condition in the template: here is my scrip:
Condition: On ticket creation Action: Notify Requestor Template : in the template I want to add a variable Cc based on a custom field value: Cc: {'based on custom field value'} But I don't know the code to use for templates (which is a bit different from the one used for conditions and actions) Here is an example of someting similar that works for me, but I can't figure out how to do it wi CFs: - Based on the ticket priority, a text is added to the template : (ex: Critique if priority = 20) ------------------------------------ Priority: {$crit = 'Informatif' if $Ticket->Priority == '99'}{$crit = 'critique' if $Ticket->Priority == '20'}{$crit = 'Majeur' if $Ticket->Priority == '40'}{$crit = 'Mineur' if $Ticket->Priority == '60'}{$crit = 'Oteo' if $Ticket->Priority == '80'} ------------------------------------- 2009/12/18 Ken Crocker <kfcroc...@lbl.gov> > Samir, > > I do something similar to that. Based on the value of a (ticket) Custom > Field, I assign a ticket owner. This is the code I use: > > > #---------------------------------------------------------------------------- > # Custom action preparation code: > > #---------------------------------------------------------------------------- > # > # set new values for Due Date from CF Need-by-Date > # > > my $trans = $self->TransactionObj; > my $ticket = $self->TicketObj; > my $cf_date = $ticket->FirstCustomFieldValue('Need-By Date'); > > # split up the date parts into a temporary array > > my @parts = split(/[\/-]/, $cf_date); > > # put date parts back together > > my $new_date = sprintf("%d-%d-%d", $parts[2], $parts[0], $parts[1]); > > # format new date based on RT > > my $duedate = RT::Date->new($RT::SystemUser); > $duedate->Set(Format=>'unknown', Value=>$new_date); > > # > # set new ticket owner id value > # > # 42 - Chuck > # 148 - UK > # 5125 - Aurora > # 9324 - Steve > # 73886 - Ron > # > > my %orgs = qw( > Budget-Direct 148 > Budget-Indirect 148 > Controller-AP 5125 > Controller-AR 73886 > Controller-GA 148 > Controller-PR 42 > Facilities 42 > Field OPS 42 > OCFO-Other 42 > Procurement 9324 > Property 9324 > SPO 73886 > Travel 5125 > Other 42 > ); > > my $cf = new RT::CustomField($RT::SystemUser); > $cf->LoadByName(Queue => $ticket->QueueObj->id,Name => "CFO-Org"); > return 0 unless $cf->id; > my $cfvalue = $ticket->FirstCustomFieldValue('CFO-Org'); > my $ownerid = $orgs{$cfvalue}; > > # set Ticket Due date & Owner ID > > $ticket->SetDue($duedate->ISO); > $ticket->SetOwner($ownerid); > > return 1; > > #---------------------------------------------------------------------------- > # Custom action cleanup code: > > #---------------------------------------------------------------------------- > > return 1; > > Obviously, you would not need the "due Date" code. Perhaps you can modify > this to serve your needs. > > Kenn > LBNL > > > On 12/17/2009 11:49 PM, samir marhoum wrote: > > Can any one help please ? > > 2009/12/16 samir marhoum <samir.marh...@gmail.com> > >> Hi, >> >> I need to send email notification based on a custum field value, ie if a >> CF value is X send email to j...@mail.com if it's Y send to >> pe...@company.org >> >> Can you please help me on this ? >> >> Best Regards. >> > > ------------------------------ > > _______________________________________________http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sa...@bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > >
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