ManualScrips

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Appendix 3

Scrips

A scrip performs some action when some conditions are met. Many actions use a template. You can read a scrip as a sentence like: When <condition>, do <action> with <template>. When creating a Scrip, it is helpful to make the "Description" field a user-friendly phrase such as "Send replies to Requestor and Cc users" because users see that description in bold on the ticket update composition page.

Table 1: Conditions

Condition Name	What it means	Possible Template
User Defined	A user-defined condition (should be described below)	User-defined templates
On Create	When a new ticket is created	Global template: Autoreply
On Transaction	When a ticket is updated or changed in any way	Global template: Transaction
On Reply	When a watcher replies to a ticket	Global template: Reply or Global template: Admin Reply
On Comment	When a watcher comments on a ticket (privately)	Global template: Admin Comment
On Correspond	When a watcher corresponds to (replies to) a ticket (publicly)	Global template: Blank
On Status	When the ticket's status changes	Global template: Status Changed
On Owner Change	When the ticket gets a new owner	Global template: Transaction
On Queue Change	When the ticket is put in a different queue	Global template: Transaction
On Resolve	When the ticket is resolved (completed)	Global template: Resolved

Note: don't create a global scrip using the "On Create" condition and the "Create Ticket" scrip action. This will create a loop.

Table 2: Actions

Action Name	What It Means
Auto Reply to Requestors	Email an Auto Reply template to the ticket's requestor
Notify Requestors	Email the ticket's requestor
Notify Owner As Comment	Email the ticket's owner. "As Comment" means the return address of the email is RT's comment address and all responses will be posted as comments not visible to the requestor.
Notify Owner	Email the ticket's owner.
Notify Admin Ccs As Comment	Email the ticket's Admin Ccs. "As Comment" means the return address of the email is RT's comment address and all responses will be posted as comments not visible to the requestor.
Notify Admin Ccs	Email the ticket's Admin Ccs.
Notify Requestors And Ccs As Comment	Email the ticket's requestor and Ccs. "As Comment" means the return address of the email is RT's comment address and all responses will be posted as comments not visible to the requestor.
Notify Requestors And Ccs	Email the ticket's requestor and Ccs.
Notify All Watchers As Comment	Email the ticket's requestor, owner, Ccs, and Admin Ccs. "As Comment" means the return address of the email is RT's comment address and all responses will be posted as comments not visible to the requestor.
Notify All Watchers	Email the ticket's requestor, owner, Ccs, and Admin Ccs.
Notify Other Recipients As Comment	Email the addresses in the Cc: and Bcc: fields of a ticket's reply or comment. "As Comment" means the return address of the email is RT's comment address and all responses will be posted as comments not visible to the requestor.
Notify Other Recipients	Email the addresses in the Cc: and Bcc: fields of a ticket's reply or comment
Open Tickets	Automatically opens a stalled, resolved, or rejected ticket when anyone replies to it; automatically opens new tickets when anyone except the requestor replies to it. Does not apply to tickets that are already open.

Not clear what the difference is between Auto Reply and Notify Requestors

Table 3: Templates

Template name	What the user sees
Global template: Autoreply	A form letter saying a ticket has been created and what the ticket's ID is.
Global template: Transaction	A form letter saying a ticket has been updated or changed in some way.
Global template: Admin Reply	A form letter saying a watcher sent a message and what the message was. Includes a URL linking to the message in RT.
Global template: Reply	A form letter saying a watcher sent a message and what the message was.
Global template: Admin Comment	A form letter saying a watcher sent a message and what the message was. Includes a URL linking to the message in RT and a note that says the requestor cannot see the message.
Global template: Status Changed	A form letter saying a ticket's status (open, new, stalled, etc.) has been changed.
Global template: Resolved	A form letter saying a ticket has been resolved.

Custom condition

You can customize conditions to fit your needs better. It would be good to find some information about the condition syntax.

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