Need help on a scrip

RT Users
1

I am having problems where some of my users are re-assigning tickets to other people (who have different queues) without changing the queue - so the new owner can’t see it. Also, sometimes they are changing the queue, but not the owner, so again, the people in the new queue can’t see it. These permission settings are what we expect and want - but the consequences can be a pain!

So - I would like to set up a pair of scrips - one to check when the owner is changed, and make sure the new owner can see the queue (or, refuse to do the change) , and another to check when the queue is changed and if the owner is not an member of the new queue, then change the owner to be nobody.

Can anyone point me in some direction to do these?

Thanks

This e-mail message is intended only for the personal use of the recipient(s) named above. If you are not an intended recipient, you may not review, copy or distribute this message. If you have received this communication in error, please notify the Hearst Service Center (cadmin@hearstsc.com) immediately by email and delete the original message.

2

I am having problems where some of my users are re-assigning tickets to
other people (who have different queues) without changing the queue - so the
new owner can’t see it.
Arguably, the solution is to give the pseudo-group Owner the necessary
rights. That way users can access tickets regardless of queue.

Also, sometimes they are changing the queue, but
not the owner, so again, the people in the new queue can’t see it.
…
the change) , and another to check when the queue is changed and if the
owner is not an member of the new queue, then change the owner to be nobody.
That is indeed the correct thing to do. Start with the On Queue change
condition from the wiki.

Cambridge Energy Alliance: Save money. Save the planet.