Notify requestors on priority change

Friends,

I am an everyday user of RT, and while it takes some time to get used to
I’ve started to appreciate it’s functionality, specially since learning
about scrips. I am, however, stuck at the moment.

What I have is a queue, where I want the requestor to know (by e-mail)
whenever the priority of one of his/hers tickets change. To achieve this, I
set up the following scrip in the queue:

Condition: On priority change
Action: Notify requestors
Template: myTemplate
Stage: TransactionCreate

However, no mail is dispatched when I change priority on a ticket (note that
I change priority, not Final Priority). I know that this is not a problem
with mailing or the template, since the above scrip works perfectly well if
I choose “Notify CCs” instead of “Notify Requestors”, which I find really
strange.

Another thing I’d like to achieve with this is within the template I use
with the above scrip. It looks like this as of now:

“Ticket “{return $Ticket->Subject}” had its priority changed to {return
$Ticket->Priority;}.”

Which works fine, but it would be nice to also specify the PREVIOUS
priority, ie “[…]changed from priority 1 to 2”. I am not very familiar
with Perl or RT’s variables, but would this be achievable?

I would be very thankful with any insight.

Regards
Robert W
View this message in context: http://www.nabble.com/Notify-requestors-on-priority-change-tp22442629p22442629.html

If you are the requestor then RT by default will not notify you as you
completed the change. However if another user was the requestor then an
email would be sent out. The way I tested this was to email from an
external account, take ownership of the ticket and update the priority.
This then triggered off the email.

Also to get the new and or old values you should be able to use the below;
New Value: {$Transaction->NewValue}
Old Value: {$Transaction->OldValue}

Regards,

*Aaron Guise
027 212 6638
aaron@guise.net.nzOn Wed, Mar 11, 2009 at 9:25 AM, vxtrq rob.wib@gmail.com wrote:

Friends,

I am an everyday user of RT, and while it takes some time to get used to
I’ve started to appreciate it’s functionality, specially since learning
about scrips. I am, however, stuck at the moment.

What I have is a queue, where I want the requestor to know (by e-mail)
whenever the priority of one of his/hers tickets change. To achieve this, I
set up the following scrip in the queue:

Condition: On priority change
Action: Notify requestors
Template: myTemplate
Stage: TransactionCreate

However, no mail is dispatched when I change priority on a ticket (note
that
I change priority, not Final Priority). I know that this is not a problem
with mailing or the template, since the above scrip works perfectly well if
I choose “Notify CCs” instead of “Notify Requestors”, which I find really
strange.

Another thing I’d like to achieve with this is within the template I use
with the above scrip. It looks like this as of now:

“Ticket “{return $Ticket->Subject}” had its priority changed to {return
$Ticket->Priority;}.”

Which works fine, but it would be nice to also specify the PREVIOUS
priority, ie “[…]changed from priority 1 to 2”. I am not very familiar
with Perl or RT’s variables, but would this be achievable?

I would be very thankful with any insight.

Regards
Robert W

View this message in context:
http://www.nabble.com/Notify-requestors-on-priority-change-tp22442629p22442629.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.


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Buy a copy at http://rtbook.bestpractical.com

Aaron Guise wrote:

If you are the requestor then RT by default will not notify you as you
completed the change. However if another user was the requestor then an
email would be sent out. The way I tested this was to email from an
external account, take ownership of the ticket and update the priority.
This then triggered off the email.

Thank you for your input Aaron. Well, it seems pretty reasonable, and I will
try it later. I’ll let someone else make a ticket as requestor, and then
I’ll change the priority.

Aaron Guise wrote:

Also to get the new and or old values you should be able to use the below;
New Value: {$Transaction->NewValue}
Old Value: {$Transaction->OldValue}

Thank you very much, that did it!

Regards
Robert WOn Wed, Mar 11, 2009 at 9:25 AM, vxtrq rob.wib@gmail.com wrote:

Friends,

I am an everyday user of RT, and while it takes some time to get used to
I’ve started to appreciate it’s functionality, specially since learning
about scrips. I am, however, stuck at the moment.

What I have is a queue, where I want the requestor to know (by e-mail)
whenever the priority of one of his/hers tickets change. To achieve this,
I
set up the following scrip in the queue:

Condition: On priority change
Action: Notify requestors
Template: myTemplate
Stage: TransactionCreate

However, no mail is dispatched when I change priority on a ticket (note
that
I change priority, not Final Priority). I know that this is not a problem
with mailing or the template, since the above scrip works perfectly well
if
I choose “Notify CCs” instead of “Notify Requestors”, which I find really
strange.

Another thing I’d like to achieve with this is within the template I use
with the above scrip. It looks like this as of now:

“Ticket “{return $Ticket->Subject}” had its priority changed to {return
$Ticket->Priority;}.”

Which works fine, but it would be nice to also specify the PREVIOUS
priority, ie “[…]changed from priority 1 to 2”. I am not very familiar
with Perl or RT’s variables, but would this be achievable?

I would be very thankful with any insight.

Regards
Robert W

View this message in context:
http://www.nabble.com/Notify-requestors-on-priority-change-tp22442629p22442629.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.


http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

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

http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

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

View this message in context: http://www.nabble.com/Notify-requestors-on-priority-change-tp22442629p22450760.html