Hi everyone.
In RT I have several queues, lets call them queue1, queue2, queue3 and
masterqueue for simplicity. What I want to do is, whenever I move a ticket
from ANY queue but ONLY to masterqueue I want to send an e-mail (based on a
template I have) to the requestor.
I’m really stuck at figuring this scrip out. I can’t find that much of a
syntax documentation, so I’m pretty much guessing here. This is what I tried
first:
Condition: User defined
Action: Autoreply to requestors
Template: myTemplate
Stage: TransactionCreate
Custom Condition:
if ( $TicketObj->QueueObj->Name eq “masterqueue”; )
{
return 0;
} else {
return 1;
}
As it should work whichever queue the ticket is coming from, I’d like to
make this a global scrip. However, I just can’t figure out how to proceed.
Hi everyone.
In RT I have several queues, lets call them queue1, queue2, queue3 and
masterqueue for simplicity. What I want to do is, whenever I move a
ticket
from ANY queue but ONLY to masterqueue I want to send an e-mail (based
on a
template I have) to the requestor.
I’m really stuck at figuring this scrip out. I can’t find that much of a
syntax documentation, so I’m pretty much guessing here. This is what I
tried
first:
Condition: User defined
Action: Autoreply to requestors
Template: myTemplate
Stage: TransactionCreate
Custom Condition:
if ( $TicketObj->QueueObj->Name eq “masterqueue”; )
{
return 0;
} else {
return 1;
}
As it should work whichever queue the ticket is coming from, I’d like to
make this a global scrip. However, I just can’t figure out how to
proceed.
Any help would be greatly appreciated.
You’re in luck - what you want to do can be done fairly simply.
If you attach a scrip to masterqueue triggered by On Queue Change, it will
fire only when you move a ticket into masterqueue. So on that queue set up
a scrip like this:
On Queue Change Notify Requestors using Template myTemplate
No need for a global scrip or any custom condition coding. myTemplate
should also be attached to the masterqueue.
Steve
Stephen Turner
Senior Programmer/Analyst - SAIS
MIT IS&T
Hi everyone.
In RT I have several queues, lets call them queue1, queue2, queue3 and
masterqueue for simplicity. What I want to do is, whenever I move a
ticket
from ANY queue but ONLY to masterqueue I want to send an e-mail (based
on a
template I have) to the requestor.
I’m really stuck at figuring this scrip out. I can’t find that much of a
syntax documentation, so I’m pretty much guessing here. This is what I
tried
first:
Condition: User defined
Action: Autoreply to requestors
Template: myTemplate
Stage: TransactionCreate
Custom Condition:
if ( $TicketObj->QueueObj->Name eq “masterqueue”; )
{
return 0;
} else {
return 1;
}
As it should work whichever queue the ticket is coming from, I’d like to
make this a global scrip. However, I just can’t figure out how to
proceed.
Any help would be greatly appreciated.
You’re in luck - what you want to do can be done fairly simply.
If you attach a scrip to masterqueue triggered by On Queue Change, it will
fire only when you move a ticket into masterqueue. So on that queue set up
a scrip like this:
On Queue Change Notify Requestors using Template myTemplate
No need for a global scrip or any custom condition coding. myTemplate
should also be attached to the masterqueue.
Steve
–
Stephen Turner
Senior Programmer/Analyst - SAIS
MIT IS&T
