RT Customizations inquiry

RT Users
1

Hello Everyone,

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:

  1. When taking ownership of a ticket it sends an e-mail to the owner.
  2. 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
  3. 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
appreciated.

Thanks,
Jason B.

2
  1. When taking ownership of a ticket it sends an e-mail to the owner.

Custom Scrip → Notify Requestor on Owner Change
On Owner Change Notify Requestors with template Assigned

  1. 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

Ah, interesting. Not sure, would imagine a scrip would do it.

  1. 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.

Not sure about this one either off the cuff… deff. Read the wiki and
search the archives.

Good luck.

duncan

3
  1. 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

We use the following scrip:

On queue change
Custom Action:
Prepare:
return 1;
Cleanup:
$self->TicketObj->_Set(Field => ‘Owner’, Value => $RT::Nobody-

UserObj->Id, RecordTransaction => 1);
$self->TicketObj->_Set(Field => ‘Status’, Value => ‘new’,
RecordTransaction => 1);
return 1;

The second line, changing the status, you may or may not want.
Regards,
-Chuck Boeheim
Stanford Linear Accelerator Center