In my organization we have an L1 queue for level one support. All
requests are dumped here first. If the level one support team cannot
complete the request, the request is moved to one of several L2 support
queues.
When a request is moved from the L1 queue to any of the L2 queues, I
would like for an email to be sent to requestors telling them their
request has be escalated.
After a little research I found out that “On Queue Change” scrips only
run on the queue the request is being moved to and not the queue the
request is being moved from, which ruled out creating a queue scrip. So
I created the following global scrip:
Description: Notify requestor on L2 escalation
Condition: User Defined
Action: Notify Requestors
Template: Global template: L2 Escalation
Stage: TransactionCreate
Custom condition:
if ($self->TransactionObj->Type eq “Set”
&& $self->TransactionObj->Field eq “Queue”
&& $self->TransactionObj->OldValue eq “8”)
{return 1;}
else
{return 0;}
Notice that I also created a global template for this scrip to use,
which looks something like:
Name: L2 Escalation
Description: Email sent to requestors when their issue is escalated to
L2 support
Content: Your help request has been escalated to the Level 2 support team.
Problem is that no email is sent out when this newly-created template is
selected. However, if in the scrip I change the Template to some
pre-existing template, the global “Resolved” template for example, then
the email does get sent.
Anyone know what could be going on here? Is there a better way?
BTW, we are using version 3.6.1.
Gary
Hi Gary,
Make sure that you have a blank line as the first line of your new
template. The body of an email needs to be separated from the subject by 2
newline characters (in other words, a blank line).
Regards,
Gene
At 12:53 PM 11/26/2007, Gary Wilson Jr. wrote:
In my organization we have an L1 queue for level one support. All
requests are dumped here first. If the level one support team cannot
complete the request, the request is moved to one of several L2 support queues.
When a request is moved from the L1 queue to any of the L2 queues, I would
like for an email to be sent to requestors telling them their request has
be escalated.
After a little research I found out that “On Queue Change” scrips only run
on the queue the request is being moved to and not the queue the request
is being moved from, which ruled out creating a queue scrip. So I created
the following global scrip:
Description: Notify requestor on L2 escalation
Condition: User Defined
Action: Notify Requestors
Template: Global template: L2 Escalation
Stage: TransactionCreate
Custom condition:
if ($self->TransactionObj->Type eq “Set”
&& $self->TransactionObj->Field eq “Queue”
&& $self->TransactionObj->OldValue eq “8”)
{return 1;}
else
{return 0;}
Notice that I also created a global template for this scrip to use, which
looks something like:
Name: L2 Escalation
Description: Email sent to requestors when their issue is escalated to L2
support
Content: Your help request has been escalated to the Level 2 support team.
Problem is that no email is sent out when this newly-created template is
selected. However, if in the scrip I change the Template to some
pre-existing template, the global “Resolved” template for example, then
the email does get sent.
Anyone know what could be going on here? Is there a better way?
BTW, we are using version 3.6.1.
Gary
Gene LeDuc, GSEC
Security Analyst
San Diego State University