I am looking to do a few modification to our RT and I just want to
ensure that I am on the right track I think all I need to do is add
a custom scrip in RT and maybe some code modification. So if anyone
can give me any insight it will be greatly appreciated.
I need the following:
- When taking ownership of a ticket it sends an e-mail to the owner.
- When updating the ticket and trying to put the ticket into a new
queue its still assigned to the person who still has ownership. I
want it as soon as it is dropped into the new queue its unassigned
- If a ticket is assigned to someone and it is closed, then the
customer responses. I would to have the ticket to be unassigned
after 15 or so minutes.
If anyone has any suggestions on how to do these it will be greatly