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You can use this Scrip to add a Watcher to a particular ticket. One possible use would be to have tickets of a particular urgency (as in the custom condition below) forwarded to an 'emergency' email address, or to someone's phone via an email-SMS gateway.

Note that you need to set up two scrips for this: the first to add the extra Watcher, and the second to send the email. This is because of the order in which RT runs through its automatic & user-defined actions.

First scrip

Condition: User Defined

Custom Condition:

 return undef unless ( ($self->TransactionObj->Type eq "Create") ||
                      ( $self->TicketObj->FirstCustomFieldValue('Urgency') eq "High"));
 return 1;

Action: User Defined

Custom action preparation code:

 $self->TicketObj->AddWatcher( Type => "Cc",
                               Email =>"address\");
 push( @{$self->{'To'}},
       $self->TicketObj->QueueObj->Cc->MemberEmailAddresses );
 return 1;

Custom action cleanup code:


Template: Global Template: Transaction

Second scrip

Condition: On Create

Action: Notify Ccs

Template: Global Template: Transaction

  • I had problems with scrip order to get this to work. The Notify scrip has to be executed after the Add CC scrip. See ScripExecOrder

See also: ManualScrips, WriteCustomAction, WriteCustomCondition