RT(IR) Command line ticket creation + Autoreply

This is one of the “simple” problems which always take longer to solve than expected.

The goal: Script RTIR to generate Investigations associated with an Incident.

In order to do that, I needed to solve the following who subproblems:

  1. Being able to use the “edit” feature in the command line “rt” client and capture the new ticket’s id
  2. Basically, I needed to capture the STDOUT of the “rt” command, and let also rt invoke vi. My solution:

    --- /usr/bin/rt 2007-10-31 11:52:20.000000000 +0100
    +++ /usr/local/bin/rt 2008-08-20 14:14:20.000000000 +0200
    @@ -1335,7 +1335,7 @@
    local $/ = undef;

    open(F, ">$file") || die "$file: $!\n"; print F $text; close(F);
    - system($editor, $file) && die "Couldn't run $editor.\n";
    + system("$editor $file < /dev/tty > /dev/tty") && die "Couldn't run $editor.\n";
    open(F, $file) || die "$file: $!\n"; $text = ; close(F);
    unlink($file);

  3. Add attachments during ticket creation
  4. The “Autoreply on Create” Scrip is supposed to mail out the newly created content to the Requestor, thus I needed to not only provide plaintext while the creation, but also all the attachments that need to be sent out to the Requestor.

    Adding text is simple, just use “Text: foo bar” to the Template. But attachments are simply not supported for “rt create” (and not that easy to add in the code). They are supported for “rt correspond”, so I can sidestep the “attachment on create” problem by simply splitting up the work into an empty “rt create” followed by a “rt correspond -a file”.

    There is just one gotcha: The Autoreply script will happily mail on ticket creation with an empty mail.

    Solution: Change the “Condition = On Create” for the Scrip to “Custom” with

    my $t = $self->TransactionObj;
    return 0 unless ($t->Type eq "Create");

    my $c = $t->ContentObj;
    return (defined($c)) ? 1 : 0;