I have recently installed RT and I must say it is great
Only one feature is missing for me, but maybe it is jus because I d’ont know
all the tricks and how to use the product. There is not a lot of
documentation available when going into the details.
What I am trying to do :
I’ve set up some queues for very rare problems, targeted to non hot line
The first level hot line people read all the mail and move tickets into the
I can’t ask people from the very low traffic queues to look every hour into
their queue just to check wether a new ticket has arrived.
So I need to warn them by mail.
I’ve tried to do so with “On transaction” conditions, but it sends lots of
useless mail, because they only need one mail, when the ticket is moved to
I’ve tried “OnCreate”, but moving a ticket to a queue is not a creation and
sends no mail.
What I really need is a “on queue change” condition, wich woul send mail
only when the queue is changed, this mail being sent to AdminCC of the new
I’m sure it can be done in the code, but I don’t know were (and I dont know
Maybe it can be done with the existing product and it’s just that I did not
find out how? I lookd it the docs, faqs and archive of this list but did not
find a solution.
Thanks in advance for your answer, even if its just “nice idea, cant be
done”, at least, I’ll stop trying.