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<DIV><FONT face=Arial color=#0000ff size=2>I started looking into my issue and
realized that part of the problem is I am creating a scrip to run off of
OnOwnerChange when I should be making a custom condition.</FONT></DIV>
<DIV> </DIV>
<DIV><FONT face=Arial color=#0000ff size=2>This queue is used for purchasing. We
get a request and fill out what information we are given. We then do the
footwork and fill in the remaining fields after researching needs and costs.
Once that is done I wanted to have a specific template sent to the owner to be
printed out and handed off to the paper bureaucracy.</FONT></DIV>
<DIV> </DIV>
<DIV><FONT face=Arial color=#0000ff size=2>I had initially set it up so that
once the information was inputted, the person working the ticket would assign
themself ownership and receive the form to print in the e-mail. The system is
not recognizing the owner change in certain situations.</FONT></DIV>
<DIV> </DIV>
<DIV><FONT face=Arial color=#0000ff size=2>What I would like to do now then is
to have the template I have created be sent to the owner when a specific custom
field is set from a null value to a string value.</FONT></DIV>
<DIV> </DIV>
<DIV><FONT face=Arial color=#0000ff size=2>Here is what I have so far from
reading through related articles:</FONT></DIV>
<DIV> </DIV>
<DIV><FONT face=Arial color=#0000ff size=2>if
(($self->TransactionObj->Type eq "CustomField") and</FONT></DIV>
<DIV> </DIV>
<DIV><FONT face=Arial color=#0000ff size=2>($self->TransactionObj->Field
eq "purch_vendor") and</FONT></DIV>
<DIV> </DIV>
<DIV><FONT face=Arial color=#0000ff
size=2>($self->TransactionObj->NewValue ne 0)) {</FONT></DIV>
<DIV> </DIV>
<DIV><FONT face=Arial color=#0000ff size=2>return(1);</FONT></DIV>
<DIV> </DIV>
<DIV><FONT face=Arial color=#0000ff size=2>} else {</FONT></DIV>
<DIV> </DIV>
<DIV><FONT face=Arial color=#0000ff size=2>return(undef);</FONT></DIV>
<DIV> </DIV>
<DIV><FONT face=Arial color=#0000ff size=2>} </FONT></DIV>
<DIV> </DIV>
<DIV><FONT face=Arial color=#0000ff size=2>Now one thing that I realized from
reading up is that the Field eq "purch_vendor" will probably not work. I read
that you need to specify the field's ID. How do I call on that
information?</FONT></DIV>
<DIV> </DIV>
<DIV><FONT face=Arial color=#0000ff size=2>Thanks</FONT></DIV>
<DIV> </DIV>
<DIV><FONT face=Arial color=#0000ff size=2></FONT> </DIV>
<BLOCKQUOTE dir=ltr style="MARGIN-RIGHT: 0px">
<DIV class=OutlookMessageHeader dir=ltr align=left><FONT face=Tahoma
size=2>-----Original Message-----<BR><B>From:</B>
rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com]<B>On Behalf Of </B>Jonathan
Godbeer<BR><B>Sent:</B> Saturday, February 04, 2006 1:37 PM<BR><B>To:</B>
rt-users@lists.bestpractical.com<BR><B>Subject:</B> [rt-users] Fickle owner
changes<BR><BR></FONT></DIV><!-- Converted from text/rtf format -->
<P><FONT face=Arial size=2>In one of my queues, I have set up a scrip to send
a template which is a form that needs printing. That part works fine, now it
only sends the form to the new owner on owner change.</FONT></P>
<P><FONT face=Arial size=2>Here's the catch. If owner A creates a ticket and
sets it to nobody initially, then takes ownership once the necessary
information is sent out, the scrip does not run and the form is not sent to
them. However, if owner A sets it to nobody as before and completes it then
sets it to owner B, owner B does receive the e-mail.</FONT></P>
<P><FONT face=Arial size=2>This tells me that the system does recognize the
change in ownership from nobody to somebdy as a change.</FONT> </P>
<P><FONT face=Arial size=2>Basically, if someone Takes a ticket, it isn't
classifying this as an owner change. If they assign it from unowned, it does.
Why? Any thoughts on how to correct this
behaviour?</FONT></P></BLOCKQUOTE></BODY></HTML>