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<DIV><SPAN class=139523711-10092001><FONT face=Arial size=2>Hi
all,</FONT></SPAN></DIV>
<DIV><SPAN class=139523711-10092001><FONT face=Arial
size=2></FONT></SPAN> </DIV>
<DIV><SPAN class=139523711-10092001><FONT face=Arial size=2>I have recently
installed RT and I must say it is great :-) </FONT></SPAN></DIV>
<DIV><SPAN class=139523711-10092001><FONT face=Arial
size=2></FONT></SPAN> </DIV>
<DIV><SPAN class=139523711-10092001><FONT face=Arial size=2>Only one feature is
missing for me, but maybe it is jus because I d'ont know all the tricks and how
to use the product. There is not a lot of documentation available when going
into the details.</FONT></SPAN></DIV>
<DIV><SPAN class=139523711-10092001><FONT face=Arial
size=2></FONT></SPAN> </DIV>
<DIV><SPAN class=139523711-10092001><FONT face=Arial size=2>What I am trying to
do :</FONT></SPAN></DIV>
<DIV><SPAN class=139523711-10092001><FONT face=Arial size=2>I've set up some
queues for very rare problems, targeted to non hot line people.
</FONT></SPAN></DIV>
<DIV><SPAN class=139523711-10092001><FONT face=Arial size=2>The first level hot
line people read all the mail and move tickets into the appropriate
queue</FONT></SPAN></DIV>
<DIV><SPAN class=139523711-10092001><FONT face=Arial size=2>I can't
ask people from the very low traffic queues to look every hour into
their queue just to check wether a new ticket has arrived.</FONT></SPAN></DIV>
<DIV><SPAN class=139523711-10092001><FONT face=Arial size=2>So I need to warn
them by mail.</FONT></SPAN></DIV>
<DIV><SPAN class=139523711-10092001><FONT face=Arial
size=2></FONT></SPAN> </DIV>
<DIV><SPAN class=139523711-10092001><FONT face=Arial
size=2></FONT></SPAN> </DIV>
<DIV><SPAN class=139523711-10092001><FONT face=Arial size=2>I've tried to do so
with "On transaction" conditions, but it sends lots of useless mail, because
they only need one mail, when the ticket is moved to their
queue.</FONT></SPAN></DIV>
<DIV><SPAN class=139523711-10092001><FONT face=Arial size=2>I've tried
"OnCreate", but moving a ticket to a queue is not a creation and sends no
mail.</FONT></SPAN></DIV>
<DIV><SPAN class=139523711-10092001><FONT face=Arial
size=2></FONT></SPAN> </DIV>
<DIV><SPAN class=139523711-10092001><FONT face=Arial size=2>What I really need
is a "on queue change" condition, wich woul send mail only when the queue is
changed, this mail being sent to AdminCC of the new queue.</FONT></SPAN></DIV>
<DIV><SPAN class=139523711-10092001><FONT face=Arial
size=2></FONT></SPAN> </DIV>
<DIV><SPAN class=139523711-10092001><FONT face=Arial size=2>I'm sure it can be
done in the code, but I don't know were (and I dont know
Perl!)</FONT></SPAN></DIV>
<DIV><SPAN class=139523711-10092001><FONT face=Arial
size=2></FONT></SPAN> </DIV>
<DIV><SPAN class=139523711-10092001><FONT face=Arial size=2>Maybe it can be done
with the existing product and it's just that I did not find out how? I lookd it
the docs, faqs and archive of this list but did not find a
solution.</FONT></SPAN></DIV>
<DIV><SPAN class=139523711-10092001><FONT face=Arial
size=2></FONT></SPAN> </DIV>
<DIV><SPAN class=139523711-10092001><FONT face=Arial size=2>Thanks in advance
for your answer, even if its just "nice idea, cant be done", at least, I'll stop
trying.</FONT></SPAN></DIV>
<DIV><SPAN class=139523711-10092001><FONT face=Arial
size=2></FONT></SPAN> </DIV>
<DIV><SPAN class=139523711-10092001><FONT face=Arial
size=2>Yours,</FONT></SPAN></DIV>
<DIV><SPAN class=139523711-10092001><FONT face=Arial
size=2></FONT></SPAN> </DIV>
<DIV><SPAN class=139523711-10092001><FONT face=Arial
size=2>Blaise</FONT></SPAN></DIV>
<DIV><SPAN class=139523711-10092001><FONT face=Arial
size=2></FONT></SPAN> </DIV>
<DIV><SPAN class=139523711-10092001><FONT face=Arial
size=2></FONT></SPAN> </DIV>
<DIV class=Section1>
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style="FONT-SIZE: 10pt; FONT-FAMILY: Arial">Blaise Thauvin<BR>Chargé de
mission<BR>01 40 82 82 25<BR><A
href="mailto:bthauvin@dauphin-affichage.com">bthauvin@dauphin-affichage.com</A><BR></SPAN><A
href="http://www.dauphin-affichage.com/">www.dauphin-affichage.com</A><BR><SPAN
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