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
Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.comDiscover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
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
Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.comDiscover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
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…
NotifyOwner - Request Tracker Wiki
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
Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.comDiscover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
Chris,
Actually, you also need to check if the old owner was "Nobody". I use
this scrip condition:
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 _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales@bestpractical.com <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:
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:Carbon60: Managed Cloud Services
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
Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.comDiscover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
Best regards, Ruslan.