Thanks for the response, Kenneth.
Sure, I know it is possible; I was more curious whether anyone was
already doing it and whether there was code already publicly available
to make my life easier. :)
The only issue I'm not certain of, is whether there would be a way to
modify the "From" address of mail sent by RT depending on a "Client"
CustomField. Has anyone done this?
Cheers,
Tom
On 23/04/2008, at 2:24 AM, Kenneth Crocker wrote:
> Tom,
>
>
> You pretty much stated your own answer. Yes, by using a CF you can
> set up several scrips to execute when the value of the CF is
> "whatever" or "whatever2", etc. Each scrip would specify a different
> template to be used for the customers with the correct value.
> Example below:
>
> # Condition: User Defined
> # Action: Notify Customer type X
> # Template: Global template: Ticket Created for X Customer
>
> # condition execution on CF QA Approved
>
> my $trans = $self->TransactionObj;
> my $ticket = $self->TicketObj;
>
> if ($trans->Type eq 'CustomField')
> {my $cf = new RT::CustomField($RT::SystemUser);
> $cf->LoadByName(Queue => $ticket->QueueObj->id,
> Name => "Customer Type");
> return 0 unless $cf->id;
> if ($trans->Field == $cf->id &&
> $trans->NewValue eq "X")
> {
> return 1;
> }
> }
>
> return 0;
>
> And the same for a different customer type:
>
>
> # Condition: User Defined
> # Action: Notify Customer type Z
> # Template: Global template: Ticket Created for Z Customer
>
> # condition execution on CF QA Approved
>
> my $trans = $self->TransactionObj;
> my $ticket = $self->TicketObj;
>
> if ($trans->Type eq 'CustomField')
> {my $cf = new RT::CustomField($RT::SystemUser);
> $cf->LoadByName(Queue => $ticket->QueueObj->id,
> Name => "Customer Type");
> return 0 unless $cf->id;
> if ($trans->Field == $cf->id &&
> $trans->NewValue eq "Z")
> {
> return 1;
> }
> }
>
> return 0;
>
> These two notification scrips will use a different template for the
> customer based on the value of the CF. Hope this helps.
>
>
> Kenn
> LBNL
>
>
> On 4/21/2008 8:08 PM, Tom Lanyon wrote:
>> Hi list,
>> Is there an existing solution to have a single queue (used for
>> product support) to be used for multiple clients? In our case,
>> different clients require different support email addresses and
>> ticket auto- response messages, but all other queue behavior,
>> watchers, scrips etc is the same.
>> I'm sure it would not be difficult to, on ticket creation, parse
>> the incoming messages for a "To:" header and set a "Client" custom
>> field based on this. Then for all other actions (auto response,
>> etc), we could use this custom field to look up the appropriate
>> templates. However, I was wondering if this had already been done,
>> as it seems like it would be a common RT usage scenario.
>> Regards,
>> Tom
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