Send text message to Owner when ticket is stolen

RT Users
1

Hi,

How do I configure RT to send a sms to the owner of the ticket when a
ticket is stolen from him. { to notify the owner that his ticket has been
stolen or assigned to another user } I don’t know the script or the
templete that I should use.

I can configure RT to send a message to persons when a queue is changed,
but I cannot figure out how I get RT to send sms to owner by owner change,
or anything similar.

Please help me in the right direction!!

Thank you

Mariska

2

Hi,

How do I configure RT to send a sms to the owner of the ticket when a ticket is stolen from
him. { to notify the owner that his ticket has been stolen or assigned to another user } I
don’t know the script or the templete that I should use.

I can configure RT to send a message to persons when a queue is changed, but I cannot figure
out how I get RT to send sms to owner by owner change, or anything similar.

Sounds like you want to use Notify Owner and the On Owner Change
conditions, but you’re on your own sending SMSs, you probably want to
use an email → sms gateway

http://requesttracker.wikia.com/wiki/NotifyOwner

-kevin

3

Hi Kevin,

Thanx for your response, but I’ve already got that bit figured out.

I want to send an sms notification to the owner off the ticket when ticket
is assigned to new user.

For example:

Ticket 32 has been assigned from user A to user B by superuser C.

Notification via sms should then be sent to user A, telling him that ticket
32 has been assigned to userB…

THanx, your assistance will be much appreciated.From: “Kevin Falcone” falcone@bestpractical.com

Sent: Friday, August 05, 2011 3:51 PM

To: rt-users@lists.bestpractical.com

Subject: Re: [rt-users] Send text message to Owner when ticket is stolen

Hi,

How do I configure RT to send a sms to the owner of the ticket when a
ticket is stolen from

him. { to notify the owner that his ticket has been stolen or assigned
to another user } I

don’t know the script or the templete that I should use.

I can configure RT to send a message to persons when a queue is
changed, but I cannot figure

out how I get RT to send sms to owner by owner change, or anything
similar.

Sounds like you want to use Notify Owner and the On Owner Change

conditions, but you’re on your own sending SMSs, you probably want to

use an email → sms gateway

http://requesttracker.wikia.com/wiki/NotifyOwner

-kevin

2011 Training: http://bestpractical.com/services/training.html