Hi Martin,
On 7/13/2010 4:44 AM, Martin Drasar wrote:
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.
You can do the parsing/processing within the template. I actually do
more processing in my mail templates than in the scrips. From within
the template you have access to the transaction that triggered the scrip
and the ticket.
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?
I just use 2 scrips with the same condition.
Gene
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