Hi, everyone, I have two questions for you. In our RT instance we want to automatically process some incident reports with well defined structure. Receiving and parsing is easy but I am lost on how to
1) pass the parsed data to mail template. I know that I could create custom fields for each piece of data and then retrieve it from template, but I find it quite cumbersome - more than 70% of tickets would have custom fields they are not going to use. Unless I make it some generic custom field that can store any string and keep the entire mail there, which would kind of defeat the purpose of a template. 2) send two different mails One mail is an automatic reply to the requestor and the other one is a mail to an admin responsible for handling the incident. I could make two scrips with the same condition to send mails or to use/extend RT::Action::SendMail. Which option would you prefer? Or is there a third or fourth one? Thank you for your answers Regards Martin -- Mgr. Martin Drasar dra...@ics.muni.cz CSIRT-MU, Network Security Department http://www.muni.cz/csirt Institute of Computer Science, Masaryk University, Brno, Czech Republic PGP Key ID: 0x944BC925 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com