Hi Folks, We have a very busy RTIR installation already in production. We'd like to start handling abuse reports for another provider and though the Constituency system is probably the way to go. The goal here is to have different templates depending on the constituency of a ticket. I've been reading https://bestpractical.com/docs/rtir/3.0/Constituencies.html among other things but I'm not really clear on how to get different templates depending on what constituency is set on the ticket for an Investigation.
I think it works like this: - Email comes in - I've modified RTIR_FindIP.pm to set the Constituency field depending on which hosting provider the IP address belongs to - A subsequently created Incident will inherit the Constituency (is that right?) - A subsequently created Investigation will inherit the Constituency (is that right?) but ... How does one ensure that a different template is used per constituency? Also a different From address should be used to send the Investigation email as well. I've tried creating another Queue called "Incident Reports - XYZ" where XYZ is the constituency name I'm using but I didn't see any magic so I must be misunderstanding what creating Constituency based queues is for. I guess what I'm trying to figure out is how can we implement constituencies to a system that's already been in operation and very busy for over a year? -- Landon Stewart :: [email protected] Lead Specialist, Abuse and Security Management Spécialiste principal, gestion des abus et sécurité http://iweb.com :: +1 (888) 909-4932 -- RT Training - Boston, September 9-10 http://bestpractical.com/training
