[rt-users] Passing parameters to mail and sending two different mails
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
Re: [rt-users] Passing parameters to mail and sending two different mails
On Tue, Jul 13, 2010 at 01:44:53PM +0200, Martin Drasar wrote: 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 make a single custom field and not grant normal users SeeCustomField and only manage it from Scrips 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? Sounds like you just want On Create Autoreply to Requestors with your custom template On Create Notify AdminCcs with another custom template Since both of those scrips exist, you'd just make custom templates for them -kevin pgpy17lC1alkp.pgp Description: PGP signature Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
