[rt-users] Notify requestors on priority change

vxtrq rob.wib at gmail.com
Wed Mar 11 04:42:18 EDT 2009



Aaron Guise wrote:
> 
> If you are the requestor then RT by default will not notify you as you
> completed the change.   However if another user was the requestor then an
> email would be sent out.  The way I tested this was to email from an
> external account, take ownership of the ticket and update the priority.
> This then triggered off the email.
> 

Thank you for your input Aaron. Well, it seems pretty reasonable, and I will
try it later. I'll let someone else make a ticket as requestor, and then
I'll change the priority.


Aaron Guise wrote:
> 
> Also to get the new and or old values you should be able to use the below;
> New Value: {$Transaction->NewValue}
> Old Value: {$Transaction->OldValue}
> 

Thank you very much, that did it!

Regards
Robert W


On Wed, Mar 11, 2009 at 9:25 AM, vxtrq <rob.wib at gmail.com> wrote:

>
> Friends,
>
> I am an everyday user of RT, and while it takes some time to get used to
> I've started to appreciate it's functionality, specially since learning
> about scrips. I am, however, stuck at the moment.
>
> What I have is a queue, where I want the requestor to know (by e-mail)
> whenever the priority of one of his/hers tickets change. To achieve this,
> I
> set up the following scrip in the queue:
>
> Condition: On priority change
> Action: Notify requestors
> Template: myTemplate
> Stage: TransactionCreate
>
> However, no mail is dispatched when I change priority on a ticket (note
> that
> I change priority, not Final Priority). I know that this is not a problem
> with mailing or the template, since the above scrip works perfectly well
> if
> I choose "Notify CCs" instead of "Notify Requestors", which I find really
> strange.
>
> Another thing I'd like to achieve with this is within the template I use
> with the above scrip. It looks like this as of now:
>
> "Ticket "{return $Ticket->Subject}" had its priority changed to {return
> $Ticket->Priority;}."
>
> Which works fine, but it would be nice to also specify the PREVIOUS
> priority, ie "[...]changed from priority 1 to 2". I am not very familiar
> with Perl or RT's variables, but would this be achievable?
>
> I would be very thankful with any insight.
>
> Regards
> Robert W
> --
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>
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