OnQueue change script

RT Users
1

Hi,

I have a queue called “Entrance” where the RT puts all emails received by my helpdesk email address. This queue doesnt send an automatic ticket ID email to the requestor.

I have another queue called helpdesk used for the work team to move tickets from entrance to helpdesk. I want to send an email to the requestor notifying the ticket ID only when my team moves the ticket from the queue entrance to the queue helpdesk.

Do u have any acript to do this? Any clues or website links?

Another question:

My helpdesk team forwards a ticket by email to an external support team. Then i want the external support team to comment the ticket and send it back by email to RT and be added to the ticket history. What is the best way to implement this?

TIA,

Filipe Clemente
Portugal

2

Hi Filipe,

Your first question is a pretty simple thing to do. Create an e-mail
template in your helpdesk queue that has the text of the e-mail you want
the user to get (make sure you leave the first line of the template
blank). Create a new scrip in the helpdesk queue. Select “On Queue
Change” for Condition. Select “Notify Requestors” for Action. Select the
template you just created for Template. That’s it!

If I’m not mistaken, you don’t have to do anything for things to work the
way you describe in your second question. As long as the ticket number
stays in the subject line, it should get added to the ticket history when
the external group replies to the e-mail that your helpdesk forwarded.

Regards,
Gene

At 03:13 PM 9/29/2008, Filipe José Silva Clemente wrote:

I have a queue called “Entrance” where the RT puts all emails received by
my helpdesk email address. This queue doesnt send an automatic ticket ID
email to the requestor.

I have another queue called helpdesk used for the work team to move
tickets from entrance to helpdesk. I want to send an email to the
requestor notifying the ticket ID only when my team moves the ticket from
the queue entrance to the queue helpdesk.

Do u have any acript to do this? Any clues or website links?

Another question:

My helpdesk team forwards a ticket by email to an external support team.
Then i want the external support team to comment the ticket and send it
back by email to RT and be added to the ticket history. What is the best
way to implement this?

TIA,

Filipe Clemente
Portugal

Gene LeDuc, GSEC
Security Analyst
San Diego State University

3

Hope this helps,
regards,
Jason

Hi,

I have a queue called “Entrance” where the RT puts all emails
received by my helpdesk email address. This queue doesnt send an
automatic ticket ID email to the requestor.

I have another queue called helpdesk used for the work team to move
tickets from entrance to helpdesk. I want to send an email to the
requestor notifying the ticket ID only when my team moves the ticket
from the queue entrance to the queue helpdesk.

Set up a template on the helpdesk queue called “AutoReply”

Copy content from the global Autoreply template and make one
modification to
this so you can access the original email content
{$Ticket->Transactions->First->Content} shown below.

====START TEMPLATE

This message has been automatically generated in response to the
creation of a trouble ticket regarding:

"{$Ticket->Subject()}",

a summary of which appears below.

There is no need to reply to this message right now. Your ticket has
been
assigned an ID of [{$Ticket->QueueObj->SubjectTag || $rtname}
#{$Ticket->id()}].

Please include the string:

      [{$Ticket->QueueObj->SubjectTag || $rtname} #{$Ticket->id}]

in the subject line of all future correspondence about this issue. To
do so,
you may reply to this message.

                     Thank you,
                     {$Ticket->QueueObj->CorrespondAddress()}

{$Ticket->Transactions->First->Content}

====END TEMPLATE

Next set up a scrip for the helpdesk queue:
Stage: TransactionCreate
Condition: On Queue Change
Action: Autoreply To Requestors
Template: Autoreply
(This will be the helpdesk Autoreply template which overrides the
global one)

Do u have any acript to do this? Any clues or website links?

Another question:

My helpdesk team forwards a ticket by email to an external support
team. Then i want the external support team to comment the ticket
and send it back by email to RT and be added to the ticket history.
What is the best way to implement this?

I think you need to look at group rights.

1 Like