Action on "queue transfer"

RT Users
1

I want RT to send an e-mail to a specific address (an external mailing
list, not a user) when a ticket gets moved from my DMCA queue to the TNS
queue. A couple of questions:

  1. Can I specify an address (either in the scrip or the template) like
    "user@addr.com" or must I use Owner, Requestor, etc.?

  2. I’m assuming I should put the template in the TNS queue. Should the
    scrip go in the DMCA or TNS queue?

Any insights into the best approach to accomplish this will also be
appreciated.

Thanks,
Gene

Gene LeDuc, GSEC
Security Analyst
San Diego State University

2

I think :
In your TNS queue create scrip
Condition On Queue Change
Action Notify Others
Template : yourcustomtemplate

Create yourcustomtemplate
in the top 2 line2

cc:user@addr.com
Attach-Message: Yes

leave few blank lines then put your text.

Good luck
Roy

Gene LeDuc wrote:

3

Thanks for your example code, Stephen.

At 10:34 AM 3/14/2007, Stephen Turner wrote:
You need a bit more - there’s nothing in that code that will restrict the
scrip to queue change transactions. This should do it:

{return $self->TransactionObj->Type eq “Set”
&& $self->TransactionObj->Field eq “Queue”
&& $self->TransactionObj->OldValue eq “nnn” ;}

nnn is the ID of the queue, rather than the name

Can you tell me how to translate a Queue name (“DMCA”) into a Queue ID
number from within a scrip condition? I need to compare it to the OldValue
on a transaction. I know that the ID for this queue is 6, but I don’t like
hard-coding buried linkage stuff into routines.

Gene LeDuc, GSEC
Security Analyst
San Diego State University