Send user an email once ticket has been assigned to an owner

RT Users
1

Hi,

I’m new to RT and I’m hoping someone can help me or point me in the right direction.

Currently, we have our users request a ticket by logging in and filling out a web form. Upon submission of their request, the user receives an HTML email confirmation. Then we go into RT and set the queue and assign the owner (by default, the owner is set to “nobody”).

I would like to send another HTML email to the user once their ticket has been assigned an owner.

This is what I have so far:

Scrip:
Description: OwnerSet
Condition: On Owner Change
Action: Send Email
Template: Global template: Notify User of Owner Set
Stage: TransactionCreate

Template:

Ticket {$Ticket->id} has been assigned

{$RT::WebURL}Ticket/Display.html?id={$Ticket->id}

The owner of your ticket is: {$Ticket->OwnerObj->Name}

Any help is greatly appreciated!!!

Thanks!

Demetrius Pinder
CITA II
Development Office, University of Delaware
Office: (302) 831-6800
dpinder@udel.edumailto:dpinder@udel.edu

CONFIDENTIALITY NOTICE: This email, including any attachments, contains information from The University of Delaware, which may be confidential or privileged. The information is intended to be for the use of the individual or entity named above. If you are not the intended recipient, be aware that any disclosure, copying, distribution or use of the contents of this information is prohibited. If you have received this email in error, please notify the sender immediately by “reply to sender only” message and destroy all electronic and hard copies of the communication, including attachments.

2

Demetrius,

Try this:

Condition: user-defined
Action: Notify Requestor (or whomever, maybe all, whatever)
Template: Your name it
Stage: TransactionCreate

Custom Condition:

check transaction for an initial owner assignment

my $trans = $self->TransactionObj;
my $ticket = $self->TicketObj;

return 0 unless ($trans->Field eq ‘Owner’);
return unless ($trans->OldValue = RT::Nobody()->id());
return 0;

That’s what we do.

Kenn
LBNLOn Wed, Sep 29, 2010 at 12:14 PM, Pinder, Demetrius dpinder@udel.eduwrote:

Hi,

I’m new to RT and I’m hoping someone can help me or point me in the right
direction.

Currently, we have our users request a ticket by logging in and filling out
a web form. Upon submission of their request, the user receives an HTML
email confirmation. Then we go into RT and set the queue and assign the
owner (by default, the owner is set to “nobody”).

I would like to send another HTML email to the user once their ticket has
been assigned an owner.

This is what I have so far:

Scrip:

Description: OwnerSet

Condition: On Owner Change

Action: Send Email

Template: Global template: Notify User of Owner Set

Stage: TransactionCreate

Template:

To: email address

Subject: {$Ticket->Subject} changed to Owners

Ticket {$Ticket->id} has been assigned

{$RT::WebURL}Ticket/Display.html?id={$Ticket->id}

The owner of your ticket is: {$Ticket->OwnerObj->Name}

Any help is greatly appreciated!!!

Thanks!

Demetrius Pinder

CITA II

Development Office, University of Delaware

Office: (302) 831-6800

dpinder@udel.edu

CONFIDENTIALITY NOTICE: This email, including any attachments, contains
information from The University of Delaware, which may be confidential or
privileged. The information is intended to be for the use of the individual
or entity named above. If you are not the intended recipient, be aware that
any disclosure, copying, distribution or use of the contents of this
information is prohibited. If you have received this email in error, please
notify the sender immediately by “reply to sender only” message and destroy
all electronic and hard copies of the communication, including attachments.

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