Notify Owner on Steal

Is there a way to notify the owner of a ticket when it’s stolen?

We are a small shop and only a few of us have access to RT. When one of us
needs a ticket from another’s queue - the fastest way to do it is to just
click “steal” - is there a better way to do this process? (BTW, for everyone
that’s not an admin they get a message that says “you can only take tickets
that are unowned” when they try to just change the owner through Basics…).

-Chris

Right. I know about the permission.

My concern is on notifying the current owner that the ticket has been
stolen. Is there a way to send a message to the existing owner?On Mon, Nov 3, 2008 at 1:45 PM, Matt Hoover mhoover@thectogroup.com wrote:

Chris-

You will need to enable “StealTicket” right on the proper Q. You can
assign those permissions to users/groups or to a role. This is done under
the configuration/Queues section.

Matt

On Mon, Nov 3, 2008 at 6:27 AM, Chris Nelson cnelson@delivra.com wrote:

Is there a way to notify the owner of a ticket when it’s stolen?

We are a small shop and only a few of us have access to RT. When one of us
needs a ticket from another’s queue - the fastest way to do it is to just
click “steal” - is there a better way to do this process? (BTW, for everyone
that’s not an admin they get a message that says “you can only take tickets
that are unowned” when they try to just change the owner through Basics…).

-Chris


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I think this is what you are looking for…

http://wiki.bestpractical.com/view/NotifyOwner

MattOn Mon, Nov 3, 2008 at 11:13 AM, Chris Nelson cnelson@delivra.com wrote:

Right. I know about the permission.

My concern is on notifying the current owner that the ticket has been
stolen. Is there a way to send a message to the existing owner?

On Mon, Nov 3, 2008 at 1:45 PM, Matt Hoover mhoover@thectogroup.comwrote:

Chris-

You will need to enable “StealTicket” right on the proper Q. You can
assign those permissions to users/groups or to a role. This is done under
the configuration/Queues section.

Matt

On Mon, Nov 3, 2008 at 6:27 AM, Chris Nelson cnelson@delivra.com wrote:

Is there a way to notify the owner of a ticket when it’s stolen?

We are a small shop and only a few of us have access to RT. When one of
us needs a ticket from another’s queue - the fastest way to do it is to just
click “steal” - is there a better way to do this process? (BTW, for everyone
that’s not an admin they get a message that says “you can only take tickets
that are unowned” when they try to just change the owner through Basics…).

-Chris


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Matt,

Thanks for the help!

However, that does not seem to work on the steal condition - only when
ownership is changed in other ways. Is something wrong with my configuration
or is that the way it’s supposed to work?

-ChrisOn Tue, Nov 4, 2008 at 12:52 AM, Matt Hoover mhoover@thectogroup.comwrote:

I think this is what you are looking for…

http://wiki.bestpractical.com/view/NotifyOwner

Matt

On Mon, Nov 3, 2008 at 11:13 AM, Chris Nelson cnelson@delivra.com wrote:

Right. I know about the permission.

My concern is on notifying the current owner that the ticket has been
stolen. Is there a way to send a message to the existing owner?

On Mon, Nov 3, 2008 at 1:45 PM, Matt Hoover mhoover@thectogroup.comwrote:

Chris-

You will need to enable “StealTicket” right on the proper Q. You can
assign those permissions to users/groups or to a role. This is done under
the configuration/Queues section.

Matt

On Mon, Nov 3, 2008 at 6:27 AM, Chris Nelson cnelson@delivra.comwrote:

Is there a way to notify the owner of a ticket when it’s stolen?

We are a small shop and only a few of us have access to RT. When one of
us needs a ticket from another’s queue - the fastest way to do it is to just
click “steal” - is there a better way to do this process? (BTW, for everyone
that’s not an admin they get a message that says “you can only take tickets
that are unowned” when they try to just change the owner through Basics…).

-Chris


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Chris,

Actually, you also need to check if the old owner was "Nobody". I use 

this scrip condition:

check transaction as an owner change; no spam for “nobody”

my $transaction = $self->TransactionObj;

return 0 unless $self->TransactionObj->Field eq ‘Owner’;
return 0 if $self->TransactionObj->OldValue ==
$self->TransactionObj->Creator;
return 1 if $self->TransactionObj->OldValue != RT::Nobody()->id();
return 0;

This will cause the notification to continue ONLY if the old owner was 

NOT “Nobody”. Unless I’m missing something, that is basically a steal.
Hope this helps.

Kenn
LBNLOn 11/4/2008 7:51 AM, Chris Nelson wrote:

Matt,

Thanks for the help!

However, that does not seem to work on the steal condition - only when
ownership is changed in other ways. Is something wrong with my
configuration or is that the way it’s supposed to work?

-Chris

On Tue, Nov 4, 2008 at 12:52 AM, Matt Hoover <mhoover@thectogroup.com mailto:mhoover@thectogroup.com> wrote:

I think this is what you are looking for...

http://wiki.bestpractical.com/view/NotifyOwner

Matt


On Mon, Nov 3, 2008 at 11:13 AM, Chris Nelson <cnelson@delivra.com <mailto:cnelson@delivra.com>> wrote:

    Right. I know about the permission.

    My concern is on notifying the current owner that the ticket has
    been stolen. Is there a way to send a message to the existing owner?


    On Mon, Nov 3, 2008 at 1:45 PM, Matt Hoover <mhoover@thectogroup.com <mailto:mhoover@thectogroup.com>> wrote:

        Chris-

        You will need to enable "StealTicket" right on the proper
        Q.  You can assign those permissions to users/groups or to a
        role.  This is done under the configuration/Queues section.

        Matt

        On Mon, Nov 3, 2008 at 6:27 AM, Chris Nelson <cnelson@delivra.com <mailto:cnelson@delivra.com>> wrote:

            Is there a way to notify the owner of a ticket when it's
            stolen?

            We are a small shop and only a few of us have access to
            RT. When one of us needs a ticket from another's queue -
            the fastest way to do it is to just click "steal" - is
            there a better way to do this process? (BTW, for
            everyone that's not an admin they get a message that
            says "you can only take tickets that are unowned" when
            they try to just change the owner through Basics...).

            -Chris

            _______________________________________________
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            Community help: http://wiki.bestpractical.com
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            <mailto:sales@bestpractical.com>


            Discover RT's hidden secrets with RT Essentials from
            O'Reilly Media.
            Buy a copy at http://rtbook.bestpractical.com


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Hi,
I have been away from the lists for a few years. I just got RT 3.8.1 up and
running, and we are switching over from 1.0.7 (!). I miss a function from
1.0.7 where, when a ticket was stolen, the old owner would get an email. I
found the archive here:

http://www.gossamer-threads.com/lists/rt/users/79968?do=post_view_flat#79968

Without reposting the whole thing, that seems to bring up the issue, but I
don’t see an actual fix in there. I also looked through the wiki, but again
I didn’t find my fix. Assuming a ticket is owned by somebody (not Nobody),
when I ‘steal’ the ticket from them and reassign it, the notification only
goes to the new owner, not the old owner. Admittedly I’m new to scrips but
I don’t see how to add this function.

We are still in late ‘setup and testing’ mode on the new RT, so any advice
or maybe a config setting I missed will be accepted humbly.

I am running RT 3.8.1 on Mac OS X 10.4.

Thanks to everyone who has helped maintain RT over the years!

Thanks,
-Derek

http://wiki.bestpractical.com/view/OnStealEnhancedOn Wed, Nov 26, 2008 at 5:33 PM, Derek Cunningham derek@curis.com wrote:

Hi,
I have been away from the lists for a few years. I just got RT 3.8.1 up and
running, and we are switching over from 1.0.7 (!). I miss a function from
1.0.7 where, when a ticket was stolen, the old owner would get an email. I
found the archive here:

http://www.gossamer-threads.com/lists/rt/users/79968?do=post_view_flat#79968

Without reposting the whole thing, that seems to bring up the issue, but I
don’t see an actual fix in there. I also looked through the wiki, but again
I didn’t find my fix. Assuming a ticket is owned by somebody (not Nobody),
when I ‘steal’ the ticket from them and reassign it, the notification only
goes to the new owner, not the old owner. Admittedly I’m new to scrips but
I don’t see how to add this function.

We are still in late ‘setup and testing’ mode on the new RT, so any advice
or maybe a config setting I missed will be accepted humbly.

I am running RT 3.8.1 on Mac OS X 10.4.

Thanks to everyone who has helped maintain RT over the years!

Thanks,
-Derek


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Best regards, Ruslan.