Question on using QUEUE related Custom Field for Resolved Condition Checking scrip/template

I would like to achieve the following event upon a ticket being
Resolved.

RT is delivered with a global scrip for Resolved using a delivered
Template for Resolved.

Assumption is that a scrip can only have a single template assigned
and therefore I would need several Resolved scrips/templates with
specific conditions. I am assuming if the condition is not met then it
would do nothing and try the next scrip.

I tried to establish a Global CF for all Queues. This CF would have a
Resolved Template value available to be set at the Queue Level.

When a ticket is resolved I would have a global scrip with a user
defined condition to determine if the ticket status was resolved AND
if the value of the Queue CF for which Template to use was equal to
the scrip/template I am in then perform the notification to requestor
else move onto the next Resolve scrip.

I know it sounds crazy but we want to offer custom messages/surveys
depending on which Queue it is resolved.

I have had success using CF’s involving ticket transactions but have
hit the wall trying to get this to work. I am trying to avoid having a
separate resolve scrip/template established for each queue. We have 92
Queues which will have a group of 5-6 possible resolved scrip/template
options since that is the number of different groups using it at our
campus.

Thanks in advance

Joe Kirby

I would like to achieve the following event upon a ticket being Resolved.

RT is delivered with a global scrip for Resolved using a delivered Template for Resolved.

Joe

If all you want are Queue specific templates for Resolved, just make a
template at the queue level and it will override any global template
of the same name.

-kevin

I would like to achieve the following event upon a ticket being Resolved.

RT is delivered with a global scrip for Resolved using a delivered
Template for Resolved.

Assumption is that a scrip can only have a single template assigned and
therefore I would need several Resolved scrips/templates with specific
conditions. I am assuming if the condition is not met then it would do
nothing and try the next scrip.

I tried to establish a Global CF for all Queues. This CF would have a
Resolved Template value available to be set at the Queue Level.

When a ticket is resolved I would have a global scrip with a user
defined condition to determine if the ticket status was resolved AND if
the value of the Queue CF for which Template to use was equal to the
scrip/template I am in then perform the notification to requestor else
move onto the next Resolve scrip.

I know it sounds crazy but we want to offer custom messages/surveys
depending on which Queue it is resolved.

I have had success using CF’s involving ticket transactions but have hit
the wall trying to get this to work. I am trying to avoid having a
separate resolve scrip/template established for each queue. We have 92
Queues which will have a group of 5-6 possible resolved scrip/template
options since that is the number of different groups using it at our campus.

If you only have 6 possible e-mail responses, it is reasonable to do the
queue checking with code in the template itself using if(){}elsif(){}
blocks. I do this quite a bit. I wouldn’t recommend it for a a lot of
different e-mail responses though.

Gene