Queue change transactions

I have a customer (queue administrator) who would like to have a
message sent to the requestor whenever a ticket is transferred from
their queue to another queue. However, RT (3.4.2) treats this as a
transaction in the receiving queue, so to do this I’d have to set up
scrips in all the potential receiving queues. Does anyone know of a
way of capturing a queue change transaction in the original queue?

Thanks,
Steve

Stephen Turner
Senior Programmer/Analyst - Client Support Services
MIT Information Services and Technology (IS&T)

In transactions, when Field=Queue, the OldValue will capture the Queue
number of the old queue (where the NewValue captures the new Queue number).

Is that enough for you to write a scrip that grabs the old Queue value?

Stephen Turner wrote:

At Wednesday 7/11/2007 10:52 AM, Forrest Blount wrote:

In transactions, when Field=Queue, the OldValue will capture the
Queue number of the old queue (where the NewValue captures the new
Queue number).

Is that enough for you to write a scrip that grabs the old Queue value?

Well, the problem is that the queue scrip would have to be attached
to the receiving queue(s), not the original queue - this may be a
large number of queues. Perhaps a global scrip is the answer.

Thanks,
Steve

I’d vote for a global scrip and trigger on the transaction Type and OldValue.

At 07:59 AM 7/11/2007, Stephen Turner wrote:

At Wednesday 7/11/2007 10:52 AM, Forrest Blount wrote:

In transactions, when Field=Queue, the OldValue will capture the Queue
number of the old queue (where the NewValue captures the new Queue number).

Is that enough for you to write a scrip that grabs the old Queue value?

Well, the problem is that the queue scrip would have to be attached to the
receiving queue(s), not the original queue - this may be a large number of
queues. Perhaps a global scrip is the answer.

Thanks,
Steve

Stephen Turner wrote:

I have a customer (queue administrator) who would like to have a message
sent to the requestor whenever a ticket is transferred from their queue
to another queue. However, RT (3.4.2) treats this as a transaction in
the receiving queue, so to do this I’d have to set up scrips in all the
potential receiving queues. Does anyone know of a way of capturing a
queue change transaction in the original queue?

Thanks,
Steve


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