On 14 September 2013 13:19, Ruslan Zakirov <[email protected]> wrote:
> I don't understand your problem here. You have an incident and want to > create an investigation with a scrip using a template. Templates are used > here so you don't have to change code every time you to change a word or > add a new particular text for such investigations. > > Here what you do: > > 1) scrip is executed when something happens with an Incident, so > $self->TicketObj is an Incident > 2) You take Incident's props and use them to generate template name > 3) You load template and Parse it, providing as much context as possible > to the template > > Here is fun part - RT doesn't care what you pass into template. You can > probably even skip all arguments and if your template is capable to work > without arguments then it will work. > > 4) Template can have code embedded, so it can use provided context (in > your case Incident) to fill in dynamic details. > 5) Template should not change anything, but format some result > 6) After parsing you get MIMEObj based on existing Incident, IRs, watchers > of these tickets, CFs, transactions... > 7) You complete this MIMEObj with additional data and these actions can be > controlled from templates, for example whether IRs's replies should be > attached to the Investigation or not can be controlled by 'RTIR-Attach-IRs: > yes' header (this is exactly what RT does in notification scrips) > 8) Once MIMEObj is complete you create your investigation ticket > Thank you very much for this breakdown of the process. I've re-worked things and I'm relying on the Scrip for the Investigations queue that applies the template to apply it now. I was trying to do it before hand thinking that the Scrips would not fire when creating the ticket using a Scrip/Action module. Nevertheless it does and a lot of things were cleaned up and made much easier than I thought they'd be. Thanks again -- Landon Stewart :: [email protected] Lead Specialist, Abuse and Security Management Spécialiste principal, gestion des abus et sécurité http://iweb.com :: +1 (888) 909-4932
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