I’ve asked this I think many moons ago, without much luck. However this
time round I have a bit more clue and have managed to fill in most of
the pieces of the puzzle myself.
Here’s what I’d like to do: Incoming requests get assigned to staff
members by someone, and all dialogue with the customer gets handled
purely from the mail client.
So what I’ve done, is made a template called FirstCorrespondence, which
among other things, includes:
I have installed the OwnerChange ScripCondition, so on OwnerChange, I
NotifyOwner with the FirstCorrespondence template.
This is working nicely, so if some assigns a ticket to someone else,
that person gets the contents of the customers first email, ready to
There are two problems here.
1). If the owner is the person who changes the ownership, the Scrip
doesn’t occur. I understand why it doesn’t, but can I change this?
2). In most cases I don’t want subsequent owner changes to trigger the
above scrip. Really only the change from ‘Nobody’ to 'someone else’
should trigger it.
It seems to me that a clean solution would be a method to ‘bounce’ a
correspondence to the owner’s email address via a certain template. I
envisige that as a button next to Reply and Comment against a
correspondence (say called ‘Bounce’) which would basically do a
NotifyOwner with a particular template.
Any comments welcome. Interested to hear if anybody else is using RT in
a primarily mail client driven role.
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