On 31 July 2013 18:37, Kevin Falcone <[email protected]> wrote:
> I've generally just used RT::Action::Notify and --action-arg AdminCc to > notify the AdminCcs (or other arguments as needed). For Notify, you > must use --transaction first or --transaction last and keep in mind > that Notify.pm obeys the NotifyActor note. RecordCorrespondence might > work fine, I've just never used it. Using SendEmail directly is > almost never what you want. > > Keep in mind however that any code that records a transaction on a > ticket (so RecordCorrespondence, which records a transaction by > calling the Correspond method) is going to update LastUpdated on the > ticket. You're updating the ticket, so LastUpdated moves. > > Sending mail without that is likely to be *very* difficult. You > likely actually want a Condition module that checks for a status > change or checks for the first notification to do your calculations, > or to record something in a custom field for easier querying. > > I think I've got the Condition module worked out. Using two custom fields that update on correspondence (if we update it sets the StaffUpdate to Y and increments a counter). If the customer updates it sets StaffUpdate to N and resets the counter. This in conjunction with the LastUpdated and other fields seems very useful for the condition checking. I've attempted to use RT::Action::Notify briefly and then realized I don't know how to use it because it looks like it calls functions in RT::Action::SendEmail and tries to parse a template but I don't know how to tell it what template to use. When I run it with rt-crontool it basically chokes on the Parse part of RT::Action::SendEmail. Do you know of any functioning examples using Notify and SendEmail? I've been googling but this seems to be a bit of a gray area apparently. I see posts about people asking but no examples of it working. Thanks! -- Landon Stewart <[email protected]>
