Moved to queue -> notify watcher?

RT Users
1

Maybe this is a newbe question, but how can I notify the new queue watchers when a ticket is moved from
one queue to onother ?

Len Kranendonk - www.primaat.com

2

Len Kranendonk - www.primaat.com
Maybe this is a newbe question, but how can I notify the new queue
watchers when a ticket is moved from one queue to onother ?

There is an OnQueueChange condition available on the contrib site
http://www.fsck.com/pub/contrib/2.0/

Install that and create an appropriate action. You might
want to create a new template for this which explains what
queue you moved into. At my site we use this template

Name: QueueAssigned
Description: Ticket assigned to a new queue
Content:

Your case was reviewed and assigned to the {$Ticket->QueueObj()->Name()} team.

ICS Support
support@ics.com

We have a general incoming support queue and only notify the
customer when we move the ticker from that to a product specific
queue. To do that, I made the action local to our support queue
rather than global.

-Tony Aiuto

3

Len Kranendonk - www.primaat.com
Maybe this is a newbe question, but how can I notify the new queue
watchers when a ticket is moved from one queue to onother ?

There is an OnQueueChange condition available on the contrib site
http://www.fsck.com/pub/contrib/2.0/

This is a wrong URL. The correct one is
http://www.fsck.com/pub/rt/contrib/2.0/rt-addons/ScripConditions/OnQueueChange/

And this is a Template which sends all ticket history to new queue
watchers (if you’ll need it):

{$Transaction->Description} on {$Transaction->CreatedAsString}.

given)"}
Owner: {$Ticket->OwnerObj->Name}
Requestors: {$Ticket->Requestors->EmailsAsString()}
Status: {$Ticket->Status}
Ticket <URL: {$RT::WebURL}Ticket/Display.html?id={$Ticket->id} >

 History:

{my $j = $Ticket->Transactions;
while (my $t = $j->Next) {
$OUT.=sprintf <<EOFORM;
Date: @{[$t->CreatedAsString]} (@{[$t->TimeTaken]} minutes)
@{[$t->Description]}
EOFORM
;
my $attachments=$t->Attachments();
while (my $message=$attachments->Next) {
if ($message->ContentType =~ m{^(text/plain|message|text)$}) {
$OUT.=$message->Content ;
} else {
$OUT.=“\n<” . $message->ContentType . " not shown>\n";
}
$OUT.=“\n”;
}
}
}==========================================================================

Install that and create an appropriate action. You might
want to create a new template for this which explains what
queue you moved into. At my site we use this template

Name: QueueAssigned
Description: Ticket assigned to a new queue
Content:

Subject: Assigned to {$Ticket->QueueObj()->Name()}

Your case was reviewed and assigned to the {$Ticket->QueueObj()->Name()} team.

ICS Support
support@ics.com

We have a general incoming support queue and only notify the
customer when we move the ticker from that to a product specific
queue. To do that, I made the action local to our support queue
rather than global.

-Tony Aiuto

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4

There is an OnQueueChange condition available on the contrib site
http://www.fsck.com/pub/contrib/2.0/

This is a wrong URL. The correct one is
http://www.fsck.com/pub/rt/contrib/2.0/rt-addons/ScripConditions/OnQueueChange/

Opps, sorry. I didn’t verify the exact location. I just sort of
pointed in the right direction.

And this is a Template which sends all ticket history to new queue
watchers (if you’ll need it):
…

Very cool template, but I shy away from any choices that send the entire
history. The problem is that our engineers sometimes add comments which,
while accurate, might be misinterpreted by our customers (e.g. “This guy
is a complete idiot”). Even when only internal queue watchers get the
mail, they sometimes accidentally forward it to customers. We strive to
never send a complete history in any mail, just to prevent “information
leakage” :-).

Thanks,

-tony