Kevin: Unfortunately following your suggestion didn't help.
The reason I check for a status change = new (rather than Condition=On Create) is because the latter will send me an SMS everytime any ticket is opened, regardless of the subject contents (as I would expect it to do given that it says to "*Use these fields when you choose 'User Defined' for a condition or action"). *So what I'm not sure of is if I have a fundamental misunderstanding of how this is supposed to work, or perhaps something with the way I'm trying to search for the word 'urgent' in the subject is not correct - ie: where should that bit of code go if Condition=On Create? For what I'm trying to accomplish, might it be better to create a custom Condition? ie: rt-setup-database --action insert --datafile /usr/local/rt/lib/RT/Condition/Foo.pm? In that case, should it in theory show up as an available action from the drop-down of available actions? Thanks Date: Fri, 26 Jul 2013 08:52:37 -0400 From: Kevin Falcone <[email protected]> To: [email protected] Subject: Re: [rt-users] Notify via SMS if ticket Subject =~ /urgent/i Message-ID: <[email protected]> Content-Type: text/plain; charset="us-ascii" On Thu, Jul 25, 2013 at 01:15:33PM -0400, EJ Marmonti wrote: > The portion of sending the SMS message itself I figured out so that's less of a concern - in > the template, I just CC the sms address (if Action=Notify AdminCCs', this works), though I am > open to other suggestions. It's the scrip itself that I'm really having issues with. > > What I have so far: > > Description: On create URGENT, notify SMS > Condition: On Transaction > Action: User Defined > Template: On Create Urgent ticket, notify SMS > Stage: TransactionCreate If you have an Action of User Defined, your Template isn't going to be used unless you're loading it up and sending mail manually. It sounds to me like you actually wanted Condition: User Defined Action: Notify Other Recipieints or Notify Ccs or a custom notify action created with http://bestpractical.com/docs/rt/latest/rt-email-group-admin.html You can combine your Custom action prep code and Custom action cleanup code into that condition, although I am a little confused. You apparently only want to check the subject if the status of the ticket changes (rather than say when the ticket is created?) but that may be what you wanted. -kevin > ===Custom condition: n/a > > ===Custom action prep code: > my $txn = $self->TransactionObj; > my $type = $txn->Type; > return 0 unless $type eq "Status" > || ( $type eq 'Set' && $txn->Field eq 'Status'); > > return 0 unless $txn->NewValue eq "new"; > > ===Custom action cleanup code: > > my $subject = $self->TicketObj->Subject; > > if ($subject =~ /urgent/i) { > return 1; > } > else { > return 0; > } > > I found some decent references out there, but this isn't sending the notification and I'm > stumped. I know there are many people out there who have done the equivalent of what I'm > trying to accomplish. > > Thanks -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: < http://lists.bestpractical.com/pipermail/rt-users/attachments/20130726/e4266325/attachment-0001.pgp >
