Comment to Owner fails when creating the ticket

Hello

We have a “tech” queue were the accountants are not subscribed to.
Occassionally though, somebody assigns a ticket to them and, of course
wants them to see the comments to their tickets.

Theoretically this can be done by adding
at: Comment
action: Notify Owner as Comment
template: Global Template: Transaction
stage: Transaction Create

But praktically when using the upper-border "Create ticket in [queue]"
formular, it seems RT does first send the mail to the subscribers and
then assigns the ticket an Owner.
At least the non-“tech”-queue owner did not receive any comment mail.

Ideas?

bye,

-christian-

Christian Hammers WESTEND GmbH | Internet-Business-Provider
Technik CISCO Systems Partner - Authorized Reseller
Lï¿œtticher Straï¿œe 10 Tel 0241/701333-11
ch@westend.com D-52064 Aachen Fax 0241/911879

Hey Christian,

I had an issue where if you create a ticket and assign the owner at the same time they never got notification, I added the following scrip to deal with it.

Condition: On Create
Action: Notify Owner as Comment
Template: Global Template: Transaction
Stage: Transaction Create

I may have changed my transaction template from the stock one so that it sends the last comment. I think you can find info in the wiki on that.

Scott

Scott Thomson
Unitarian Universalist Association
Information Technology Services - Helpdesk
25 Beacon Street
Boston, MA 02108
617-948-6109 Fax-617-725-8886
sthomson@uua.org-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Christian Hammers
Sent: Thursday, November 11, 2004 10:18 AM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Comment to Owner fails when creating the ticket

Hello

We have a “tech” queue were the accountants are not subscribed to.
Occassionally though, somebody assigns a ticket to them and, of course wants them to see the comments to their tickets.

Theoretically this can be done by adding
at: Comment
action: Notify Owner as Comment
template: Global Template: Transaction
stage: Transaction Create

But praktically when using the upper-border "Create ticket in [queue]"
formular, it seems RT does first send the mail to the subscribers and then assigns the ticket an Owner.
At least the non-“tech”-queue owner did not receive any comment mail.

Ideas?

bye,

-christian-

Christian Hammers WESTEND GmbH | Internet-Business-Provider
Technik CISCO Systems Partner - Authorized Reseller
Lütticher Straße 10 Tel 0241/701333-11
ch@westend.com D-52064 Aachen Fax 0241/911879

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