kfcrocker at lbl
Nov 18, 2009, 9:07 AM
Post #2 of 3
(540 views)
Permalink
|
JC,
I created something similar to this only it was for Ticket "CC's". As to
whether you want them to be added as Users or not, that could well be
done with your RT_SiteConfigure.pm file for auto create. We do that and
they become non-privileged users (Email only.
Anyway, I didn't want RT to add "CC's" automatically for all queues, so
I wrote this scrip to do it on a queue by queue basis. I put it in the
RT wiki. If you're interested, you could check it out and modify it for
your purposes. Hope it helps.
Kenn
LBNL
P.S. I noticed your code didn't have a "Return 1: in the Cleanup Action
Code. That is important as well.
On 11/18/2009 1:15 AM, JC Boggio wrote:
> Hello,
>
> I need the following behaviour : when a ticket is created (in default queue),
> if the suject contains "[PRH]" I must notify some special persons.
>
> I first tried to change the ticket's queue but only the AdminCCs of the
> default queue are notified.
>
> So I tried adding the users during the creation process with this scrip :
>
> =================================
> Condition: during a transaction
> Action: user defined
> Template: Null
> Stage: TransactionCreate
>
> Custom action preparation code:
>
> my $Ticket=$self->TicketObj;
> my $Transaction = $self->TransactionObj;
> if ($Ticket->Subject =~ /\[PRH\]/) {
> $Ticket->SetQueue(20);
> my $admincclist = $Ticket->AdminCc;
> my $user = RT::User->new($RT::SystemUser);
>
> my @comptes = (
> 'someone [at] somedomain'
> ,'other [at] somedomain'
> );
>
> foreach my $c(@comptes) {
> $user->LoadByEmail($c);
> $admincclist->AddMember($user->Id);
> }
>
> }
> return 1;
> =================================
>
> Everything works but TOO LATE : ticket is moved to queue 20 and
> AdminCCs are added to the ticket but they don't get the initial
> (ticket creation ACK) email :
>
> Fri Nov 06 14:59:41 2009: Request 3482 was acted upon.
> Transaction: Ticket created by jcboggio
> Queue: Default queue
> Subject: Test [PRH] - NE PAS REPONDRE
> Owner: Nobody
> Requestor: jcboggio [at] somedomain
> État: new
> Ticket <URL: https://rt.somedomain.com/rt/Ticket/Display.html?id=3482 >
>
> All the persons in the BCC are those from default queue.
>
> How can I do this ? Can I re-emit this email afterwards ? any solution
> is acceptable : my boss puts me under high pressure on this topic.
>
> Thanks for your help,
>
> JC
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales [at] bestpractical
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
>
_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
Community help: http://wiki.bestpractical.com
Commercial support: sales [at] bestpractical
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
|
