Problem with ticket move


i have a small question regarding move of a ticket. let me explain the
problem shortly.

I have two Queues. One for normal userproblems. in this queue a "normal"
user send his error messages and problems. there are some watchers at this
queue (called Superusers). If the Superusers figured out that the problem
send from a user is a bug, than the superusers moves the ticket to another
queue (where the programming devision is a watcher).

The movement of the Tickets works fine, but not the Script that sends out a
information mail about new tickets…

PS: if the Superusers moves the ticket, they set the status again to NEW.

Any Idea??? Help…?

PPS: I’m running at this moment RT.2.0.15…


Mit freundlichen Gruessen / With kindest regards

Torsten Brumm
IT Security Engineer

Kuehne+Nagel AG & Co KG
HAM MI-IC / Corporate IT

Ferdinand Strasse 29-33
D-20095 Hamburg

Tel: +49 40 329 15 199
Gsm: +49 17 362 66 693

Torsten Brumm.vcf (840 Bytes)