I’m running RT 3.2 and it works fine.
I just have some problems do define some custome conditions and if you
can help, it would be great.
I have several queues ( ie : queue 1 , queue 2, queue 3 … ) up and
running, used by my staff.
I would like the requestor to be notified with a specific template in a
few cases only ( On queue changes )
For example, if a ticket moves from queue 1 to queue 2 , a mail ( let’s
call it ’ template 1 ’ must be sent … ) … Works fine without any
Same thing when a ticket moves from queue 1 to queue 3 , with another
template ( template 2 )… works fine too …
However, when a ticket is moved from queue 3 ( temporary state ) to
queue 2, a special template ( template 3 ) must be sent and only in
this case … Which special condition ( syntax ) must i use to proceed
? Must i use it on the queue 2 scrips ? Queue 3 scrips ? Global scrips ?
Any help would be appreciated.
Thanks a lot.