Scrip for changing queues

I think I remember seeing a question about this in the past but I can’t seem
to find it.

We have been using RT2 for a while now and have received some feedback on
the system. One item that pretty much everyone has asked for is a way to
notify admin watchers when a ticket changes queues. There doesn’t appear to
be a scrip for this and it doesn’t fall under OnCreate. Is there a
workaround for this? Either by creating a new scrip or having OnCreate cover
this scenario?

Thanks.

Eric Mandel
WorldNow

Actually, I built one of these for a client in the past few weeks:

ftp://ftp.fsck.com/pub/rt/contrib/2.0/rt-addons/ScripConditions/OnQueueChange

I’d love to hear how it works for youOn Tue, Jun 26, 2001 at 10:27:10AM -0400, Eric Mandel wrote:

I think I remember seeing a question about this in the past but I can’t seem
to find it.

We have been using RT2 for a while now and have received some feedback on
the system. One item that pretty much everyone has asked for is a way to
notify admin watchers when a ticket changes queues. There doesn’t appear to
be a scrip for this and it doesn’t fall under OnCreate. Is there a
workaround for this? Either by creating a new scrip or having OnCreate cover
this scenario?

Thanks.

Eric Mandel
WorldNow


Rt-devel mailing list
Rt-devel@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-devel

jesse reed vincent – root@eruditorum.orgjesse@fsck.com
70EBAC90: 2A07 FC22 7DB4 42C1 9D71 0108 41A3 3FB3 70EB AC90

I admit that X is the second worst windowing system in the world, but all the
others I’ve used are tied for first.

Works great. The only issue that I have is that the message content cannot
be included in the template. I’ve seen similar posts on this regarding other
actions so I kind of understand why. I’ve also cleaned up the readme a bit
(see below). Feel free to clean it up. Thanks a lot.

This package consists of a ScripCondition which fires if the current
transaction
is a queue change. It includes two files. A perl installation script
(insert_condition.pl) which will insert the information needed for this
Condition into RT’s database, and a module to be placed into
lib/RT/Condition in your RT instance.

To Setup:

  • Copy the QueueChange.pm module into lib/RT/Condition in your RT instance.
  • Edit insert_condition.pl and replacing !!RT_LIB_PATH!! & !!RT_ETC_PATH!!
    with the correct paths.
  • run ‘perl insert_condition.pl’
  • Setup scrips. The scrip fires on the queue that the ticket is being
    transferred to.From: Jesse [mailto:jesse@fsck.com]
    Sent: Tuesday, June 26, 2001 10:38 AM
    To: Eric Mandel
    Cc: 'rt-devel@fsck.com’
    Subject: Re: [rt-devel] Scrip for changing queues

Actually, I built one of these for a client in the past few weeks:

ftp://ftp.fsck.com/pub/rt/contrib/2.0/rt-addons/ScripConditions/OnQueueChang
e

I’d love to hear how it works for you

I think I remember seeing a question about this in the past but I can’t
seem
to find it.

We have been using RT2 for a while now and have received some feedback on
the system. One item that pretty much everyone has asked for is a way to
notify admin watchers when a ticket changes queues. There doesn’t appear
to
be a scrip for this and it doesn’t fall under OnCreate. Is there a
workaround for this? Either by creating a new scrip or having OnCreate
cover
this scenario?

Thanks.

Eric Mandel
WorldNow


Rt-devel mailing list
Rt-devel@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-devel

jesse reed vincent – root@eruditorum.orgjesse@fsck.com
70EBAC90: 2A07 FC22 7DB4 42C1 9D71 0108 41A3 3FB3 70EB AC90

I admit that X is the second worst windowing system in the world, but all
the
others I’ve used are tied for first.

Jesse wrote:

Actually, I built one of these for a client in the past few weeks:

ftp://ftp.fsck.com/pub/rt/contrib/2.0/rt-addons/ScripConditions/OnQueueChange

I’d love to hear how it works for you

Another one that I’ve just added here is an OnGive so that when
some other decides to give you even more
work you find out about it …

mysql> select * from ScripConditions WHERE Name=‘OnGive’;
| id | Name | Description | ExecModule | Argument
| ApplicableTransTypes | Creator | Created | LastUpdatedBy |
LastUpdated |
| 7 | OnGive | When a ticket is given away | AnyTransaction | NULL
| Give | 4 | 2001-06-25 11:00:00 | 4 |
2001-06-25 11:00:00 |
1 row in set (0.00 sec)

With the following template:

The previous owner of the following ticket:
Request: [ifl.net #{$Ticket->id}]
Request Subject: {$Ticket->Subject}

Has named you as the new owner of this ticket.

Click on the following link to view the full history.
<URL: {$RT::WebURL}/Ticket/Display.html?id={$Ticket->id} >

Many Thanks
RT Ticket System
Mark

Mark Vevers. mark@ifl.net / mvevers@rm.com
Internet Backbone Engineering Team
Internet for Learning, Research Machines Plc
Tel: +44 1235 823380, Fax: +44 1235 823424

I actually just noticed one issue with regards to the e-mail that gets
generated by this scrip.

The From: field has this:
Apache [Apache@worldnow.com]; on behalf of; Eric Mandel via RT
[tickets@worldnow.com]

Normally, scrips have a from field that looks like:
Eric Mandel via RT [production@worldnow.com]

Any idea why this scrip would look different.From: Jesse [mailto:jesse@fsck.com]
Sent: Tuesday, June 26, 2001 10:38 AM
To: Eric Mandel
Cc: 'rt-devel@fsck.com’
Subject: Re: [rt-devel] Scrip for changing queues

Actually, I built one of these for a client in the past few weeks:

ftp://ftp.fsck.com/pub/rt/contrib/2.0/rt-addons/ScripConditions/OnQueueChang
e

I’d love to hear how it works for you

I think I remember seeing a question about this in the past but I can’t
seem
to find it.

We have been using RT2 for a while now and have received some feedback on
the system. One item that pretty much everyone has asked for is a way to
notify admin watchers when a ticket changes queues. There doesn’t appear
to
be a scrip for this and it doesn’t fall under OnCreate. Is there a
workaround for this? Either by creating a new scrip or having OnCreate
cover
this scenario?

Thanks.

Eric Mandel
WorldNow


Rt-devel mailing list
Rt-devel@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-devel

jesse reed vincent – root@eruditorum.orgjesse@fsck.com
70EBAC90: 2A07 FC22 7DB4 42C1 9D71 0108 41A3 3FB3 70EB AC90

I admit that X is the second worst windowing system in the world, but all
the
others I’ve used are tied for first.