The typical approach to automatically creating tickets is to create a
scrip in the Incidents queue with an On Create condition and action of
Create Tickets. Then create a template and include the values you want
the new ticket to have. Note that new Investigations start with a status
of open, so you need to include "Status: open" in your template. You can
find the docs here:
http://bestpractical.com/docs/rt/latest/RT/Action/CreateTickets.html
You can link other tickets using Members, MembersOf, etc.
On 9/10/13 7:34 PM, Landon Stewart wrote:
Hello,
I'm able to create tickets since I've already automated the creation of
an Incident and linking multiple Incident Reports to it depending on
some specific criteria.
My question is duplicating the process of launching an Investigation
from an Incident as closely as possible to the web UI but on an
automated basis.
I'm having trouble figuring out two points on this subject:
1) How to get the Templates to be used during ticket creation, will this
happen automatically or do I need to specify a template during creation?
2) How to attach the Incident Reports that are linked to the Incident to
the Investigation (similar to
clicking the "Details" button and selecting all of the Incident Reports
while launching an Investigation via the web UI.
Is this just a matter of building the MIMEObj with the contents of those
Incident Reports as attachments similar to the wikia.com
<http://wikia.com> entry at
http://requesttracker.wikia.com/wiki/ForkIntoNewTicket ?
Thank you for any advice or confirmations you can provide.
--
Landon Stewart :: [email protected] <mailto:[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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