Hello all,
Our department is hoping for a couple features in RT that I haven't been
able to implement yet. If someone could provide feedback on whether
these features are even feasible to implement in RT 3.4.6 -- or whether
I should be asking this as a feature request on the rt-devel list -- it
would be appreciated.
1) A scrip is needed that will take conditional action at a point in
time after a transaction occurs. For example, we would like the
autoresponse scrip to send an autoresponse 30 minutes after a ticket is
received, but only if the ticket was not responded to in that time. It
seems to me that putting a 30 minute sleep() in the autoresponse scrip
is not the correct way to do this since scrips are intended to be
transactional. Does anyone have any alternate suggestions for this?
2) We would like to be able to combine outgoing emails generated by
scrips on a transaction, so that the To: and Cc: headers list all
visible recipients of the email. For example, we have a scrip "On
Correspond Notify Requestors and Ccs with template Correspondence" which
sends a message to the Requestor and Ccs, and a scrip "On Correspond
Notify Other Recipients with template Correspondence" which sends a
message to the RT-Send-Ccs in a separate email. Again, since scrips are
transactional, I can't see any way to do this without rewriting each
potential combination of recipients as its own scripaction, but this
approach seems rather cumbersome and inflexible. Is there a better way
to do this?
Thanks in advance,
-Bill
--
William Horka
UNIX Systems Administrator
Harvard-MIT Data Center
_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
Community help: http://wiki.bestpractical.com
Commercial support: [EMAIL PROTECTED]
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
