Scrip: Notify requestor on queue change to SPECIFIC QUEUE

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.
View this message in context: http://www.nabble.com/Scrip%3A-Notify-requestor-on-queue-change-to-SPECIFIC-QUEUE-tp20896818p20896818.html

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

Stephen Turner wrote:

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


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Thank you SO much Stephen. That sure did it :slight_smile:
View this message in context: http://www.nabble.com/Scrip%3A-Notify-requestor-on-queue-change-to-SPECIFIC-QUEUE-tp20896818p20899188.html