RT2 - OnOwnerChange doesn't work for taking, only assigning

RT Users
1

Hi,

What am I missing such that OnOwnerChange (contrib scrip) will only
actually perform a given action when a ticket is assigned from one user
to another, and not when a user “takes” a ticket; either with the cli
or with the web interface?

I’ve got a queue whereby people want to browse it and take tickets that
are interesting to them, at that point they want the ticket sent to
them in email so that they may answer it (no email is sent to AdminCC’s
or anyone else OnCreate).

With Jesse’s help (duh, I kept trying
$Ticket->Transaction->Content->First() or First->Content, but never the
plural of Transactions, sigh…) I got the first item sent out as I
want if someone else does the ticket assigning, but something is
happening differently internally it would seem when users take a ticket
themselves.

Thoughts?

Scott

2

I got the first item sent out as I want if someone else does the ticket
assigning, but something is happening differently internally it would
seem when users take a ticket themselves.

< http://www.fsck.com/rtfm/factoid.html?id=73 > maybe?

Sebastian

Sebastian Flothow
sebastian@flothow.de
#include <stddisclaimer.h>

3

What am I missing such that OnOwnerChange (contrib scrip) will only
actually perform a given action when a ticket is assigned from one user
to another, and not when a user “takes” a ticket; either with the cli
or with the web interface?

You probably need OnTicketPickup as well. I have:

OnOwnerChange OpenTicket with template Blank
OnTicketPickup OpenTicket with template Blank

I can’t remember where I downloaded it from. :frowning:

-rw-r–r-- 1 root root 9211 Jan 4 06:49 TicketPickup.tar.gz

Binand

4

You probably need OnTicketPickup as well. I have:

OnOwnerChange OpenTicket with template Blank
OnTicketPickup OpenTicket with template Blank

I can’t remember where I downloaded it from. :frowning:

-rw-r–r-- 1 root root 9211 Jan 4 06:49
TicketPickup.tar.gz

Thanks, I found it at:

http://www.fifthvision.net/open/bin/view/RT2/TicketPickup

Scott