RT 3.6.3: Informing Requestor when Ticket Ownershipchanges

Hi Everyone,

Thank you for the replies for this. I keep forgetting about the
existence of Scrips and Templates for this sort of thing. Creating a
scrip and template works great.

Thanks again.

Nick

Nick Metrowsky
Consulting System Administrator
303-684-4785 Office
303-684-4100 Fax
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[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Kenneth
CrockerSent: Thursday, February 01, 2007 5:02 PM
To: Stephen Turner
Cc: RT Users
Subject: Re: [rt-users] RT 3.6.3: Informing Requestor when Ticket
Ownershipchanges

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

Kenn Crocker
LBNL
Stephen Turner wrote:

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


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