We are using currently using 3.8.7. Due to our workflow we combine
the creation and assignment. sending the customer one email informing
the customer of the ticket creation and who is working the issue.
However, by using the change owner as trigger, We can no longer use the
change owner script in the event of an escalation, or other change owner
event, because that script is now attached to the creation-assignment
template. By creating a “nobody” to “somebody” owner script and
attaching that to the creation-assignment template. It would leave the
owner change script free for a true owner change/escalation event Hope
that makes a little more sense.
RNSOn 8/6/2010 3:47 AM, Raed El-Hames wrote:
What version of RT are you using, if its 3.8.8 then you should be able to change the user name format from
With regard to owner script, I am not quite sure what do you mean by " does not allow me to use owner change as it was intended"
What does n’t not do ??
From: email@example.com [mailto:rt-users-
firstname.lastname@example.org] On Behalf Of Sysadmin
Sent: 06 August 2010 01:55
Subject: [rt-users] Script Codes
Is there a cheatsheet of RT script codes? and/or fieldcodes
Specifically, I’m looking to insert the “Real Name” of the user
assigned to a ticket. (currently inserts username)
also I’d like to generate the Email notification when the ticket is
first assigned from “nobody” to "somebody"
I’m currently using the owner change script. which sorta works, but
not allow me to use owner change as it was intended.
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