Send a notification on priority change

RT Users
1

Hi all,

I’d like to send a notification to requesters when a ticket has its
priority changed.

There isn’t a “priority changed” condition under "Modify a scrip for
queue ". Nor is there anything directly relevant on the Wiki.

Has anyone else done this? How would I going about doing this in the
unlikely event that no one else has ever done it?

I’m running RT 3.0.11.

Thanks,

Cliff Flood
Systems Administrator
V O X P I L O T
+353 1 209 1969

2

Cliff Flood wrote, on 04/22/05 16:14:

Hi all,

I’d like to send a notification to requesters when a ticket has its
priority changed.

There isn’t a “priority changed” condition under “Modify a scrip for
queue ”. Nor is there anything directly relevant on the Wiki.

Has anyone else done this? How would I going about doing this in the
unlikely event that no one else has ever done it?

I’m running RT 3.0.11.

I still haven’t figured out a way to do this, any ideas or pointers? Is
what I’m tying to do, send a mail to requesters when their ticket
priority is changed, possible?

Regards,

Cliff Flood
Systems Administrator
V O X P I L O T
+353 1 209 1969

3

Does 3.0 support custom conditions? If so:

 if ($self->TransactionObj->Field eq 'Priority')
   { return(1); }
 else
   { return(undef); }

But I haven’t used any versions of RT prior to 3.2.

Rick R.

Cliff Flood wrote:

Cliff Flood wrote, on 04/22/05 16:14:

Hi all,

I’d like to send a notification to requesters when a ticket has its
priority changed.
…

Rick Russell
For computer help, call xHELP (x4357 or 713-348-4357)
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Voice: 713.348.5267 Fax: 713.348.6099

4

Cliff Flood wrote, on 05/05/05 15:53:

Cliff Flood wrote, on 04/22/05 16:14:

Hi all,

I’d like to send a notification to requesters when a ticket has its
priority changed.

There isn’t a “priority changed” condition under “Modify a scrip for
queue ”. Nor is there anything directly relevant on the Wiki.

Has anyone else done this? How would I going about doing this in the
unlikely event that no one else has ever done it?

I’m running RT 3.0.11.

I still haven’t figured out a way to do this, any ideas or pointers? Is
what I’m tying to do, send a mail to requesters when their ticket
priority is changed, possible?

With some helpful advice from Rick Russell I came up with the following
per-queue scrip:

if ($self->TransactionObj->Type eq ‘Set’ and
$self->TransactionObj->Field eq ‘Priority’) {
return (1);
} else {
return(undef);
}

Stage: TransactionCreate

I’ve created a global template that contains some information about
priorities.

What now happens is that when a ticket is created or otherwise modified
this template is sent to the requestor. I don’t understand why that
would be, it’s as if the logic above is always evaluating to true. It
seems the logic in my Scrip isn’t being evaluated, where have I gone wrong?

Cliff Flood
Systems Administrator
V O X P I L O T
+353 1 209 1969