RT 3.6.3: Informing Requestor when Ticket Ownership changes

RT Users
1

Hi Everyone,

Anyone know the procedure to set things up such that when the ticket
owner is changes, that the requestor is sent an e-mail message so they
know who is working their request? I thought of using the “Watcher”
permission, but it seems to only work on reply to ticket.

Any ideas would be welcome.

Nick

Nick Metrowsky

Consulting System Administrator

303-684-4785 Office

303-684-4100 Fax

nmetrowsky@digitalglobe.com mailto:nmetrowsky@digitalglobe.com

DigitalGlobe (r), An Imaging and Information Company

http://www.digitalglobe.com http://www.digitalglobe.com

2

You can do that with scrips. No custom code needed either.On Thu, Feb 01, 2007 at 02:31:17PM -0700, Nick Metrowsky wrote:

Hi Everyone,

Anyone know the procedure to set things up such that when the ticket
owner is changes, that the requestor is sent an e-mail message so they
know who is working their request? I thought of using the “Watcher”
permission, but it seems to only work on reply to ticket.

Any ideas would be welcome.

Nick

Nick Metrowsky

Consulting System Administrator

303-684-4785 Office

303-684-4100 Fax

nmetrowsky@digitalglobe.com mailto:nmetrowsky@digitalglobe.com

DigitalGlobe (r), An Imaging and Information Company

http://www.digitalglobe.com http://www.digitalglobe.com

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3

Todd Chapman wrote:

You can do that with scrips. No custom code needed either.

Hi Everyone,

Anyone know the procedure to set things up such that when the ticket
owner is changes, that the requestor is sent an e-mail message so they
know who is working their request? I thought of using the “Watcher”
permission, but it seems to only work on reply to ticket.

Any ideas would be welcome.

Nick

The owner change condition may fire when the owner is set to Nobody (I’m
not sure). You might not want to send the customer a message saying
“Nobody has been assigned to work on your request”. If that’s the case,
you may need some custom condition code.

Steve

4

We used this simple code - return ( $TicketObj->OwnerObj->Name() ne
’Nobody’ );
That does it for us

Kenn Crocker
LBNL
Stephen Turner wrote: