Gene,
Yes, I thought about using templates as well and will probably go ahead
with your example. I could use ticket status for that, since I am adding
a few new values there. I could set the status in a template which would
trigger another scrip, and on and on. Not a bad idea. I was just
wondering if there was a simpler way, but this one isn't too bad,
really. I want to thank you for your time and patience in helping me get
thru this learning curve. You truly helped alot.
Kenn
LBNL
Gene LeDuc wrote:
Hi Kenn,
I think the basic issue is that you want to use a user-defined action
AND fire off an e-mail. Since I've been able to do almost anything
within a template that I would want to do in a user-defined scrip
action, I only use user-defined actions when I'm not going to send an
e-mail. If there will be one or more e-mails, I put the code (that I
would have put into the user-defined scrip action) into templates and
cause them to trigger as many other scrips as I have e-mails to send.
I do this by setting something (usually Priority) in the template, which
triggers another scrip that fires another template (with each template
sending off an e-mail). Since I don't use the Priority field to
actually indicate priority, I use it instead to keep track of what stage
a ticket is at and move it through my workflow process.
For example:
1. Mail comes in, gets parsed by scrip. Scrip populates CFs in ticket
and Priority gets set to 5.
2. Pri-5 triggers scrip/template that sends new-ticket alert to staff
members. Template sets Status to open and Priority to 10.
3. Pri-10 triggers scrip/template that sends acknowledgment to
requestor. Template sets Priority to 15.
4. Pri-15 triggers scrip/template that sends user a random password to
access RT. Template sets Priority to 20.
If requestor sends reply with "reset" in body, scrip sets Priority to 15
(which causes step 4 to repeat and make a new password).
If staff member sends reply with "ok" in body, scrip sets Owner to staff
member and Priority to 25.
6. Pri-25 triggers scrip/template that sends mail to requestor saying
job is complete. Template also sets Priority to 30.
7. Pri-30 triggers scrip/template that sends mail to all staff members
notifying that this job is complete. Template sets Status to resolved.
Gene
At 10:02 AM 5/22/2007, Kenneth Crocker wrote:
Thanks to Gene LeDuc and Stephen Turner I got my notification
scrip working and another scrip to modify another custom field using
the same condition code. When I tried to combine them into 1 scrip, I
either got the notification scrip to run (action = notify Requestor)
or the modification code to work (action = user defined) but not both.
I'm not sure how to do both in 1 scrip or even if it is possible. Is
there where the TransdactionBatch option comes in? Thanks.
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