Hello all,
I’m just wondering how others people are taking care of this little issue.
A requestor or CC person replies back to a ticket and asks for status… RT does its job of adding the correspondence. That’s it.
Problem or how should I proceed: Whenever the requestor replies back to the ticket #, I want RT to email the owner that the ticket has been updated.
Possible solution: On correspond notify owner?
Somehow I do not think the solution is right.
-Using RT 3.0.12
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A requestor or CC person replies back to a ticket and asks for
status??? RT does its job of adding the correspondence. That???s
it.
I got this small scrip from “Rocky”, which I put in the global scrips.
It automatically adds the owner of a ticket to the CC-list whenever
there is a owner change:
Description: Cc on owner change
Condition: on owner change
Action: user defined
blank template
Stage: transactioncreate
Custom action preparation code: 1;
Custom action cleanup code: $self->TicketObj->AddWatcher(Type => 'Cc', PrincipalId=>$self->TicketObj->OwnerObj->Id);
return 1;
-jf
Jan-Frode Myklebust wrote:
A requestor or CC person replies back to a ticket and asks for
status??? RT does its job of adding the correspondence. That???s
it.
I got this small scrip from “Rocky”, which I put in the global scrips.
It automatically adds the owner of a ticket to the CC-list whenever
there is a owner change:
And what is the benefit?
I got this small scrip from “Rocky”, which I put in the global scrips.
It automatically adds the owner of a ticket to the CC-list whenever
there is a owner change:
And what is the benefit?
To automatically have the owner on the CC-list, so that any responses
from the requestor are seen immediately.
Benefits:
o less clicking on the webpages for the one distributing the tickets
o the owner can work (almost) completely by email
o shorter responstime from the owner to the user
-jf