RT Essentials

Chapter 6. Scrips

Scrips, often used together with templates, are the quickest and simplest way to customize RT’s behavior. A scrip consists of a condition, an action, and a template. RT comes with a number of pre-defined conditions, actions, and templates, but you also can write your own. Scrips give you the freedom to implement whatever business logic you need.

How Scrips Work

Custom conditions and actions can be created via RT’s web interface, or you can create a Perl module for each custom condition and action.

Additionally, a scrip can have custom cleanup code that will run after all other code, but before the scrip exits. Custom scrip code is always written in standard Perl, and templates are created using the Text::Template module.

Scrips can be applied across all queues or to individual queues. With the current version of RT, if you want to apply the same scrip to a subset of queues, you will have to go into each queue’s configuration and create the scrip for each one.

The scrips system is the last major part of RT that works exactly how it did when RT 2.0 came out in 2001.

In a future version of RT, the scrips system will be overhauled to make it easier to specify which scrips apply to which queues and to build more complex workflow.

Transactions

A scrip is always run in the context of a transaction. Transactions represent a set of changes to a ticket. For example, when a ticket is resolved, its status changes, and a comment or reply may be added as part of the same transaction. ...