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 = (
'[email protected]'
,'[email protected]'
);
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: [email protected]
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
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