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<DIV><FONT face=Arial color=#0000ff size=2><SPAN class=194185216-09022006>Ok.
Still looking for help on this one.</SPAN></FONT></DIV>
<DIV><FONT face=Arial color=#0000ff size=2><SPAN
class=194185216-09022006></SPAN></FONT> </DIV>
<DIV><FONT face=Arial color=#0000ff size=2><SPAN class=194185216-09022006>The
problem is I need to have owner notification when a certain condition occurs. I
even went so far as to make a new custom field called purch_send_form in my
queue and make a custom condition stating that when the word "Send" is entered
in that field, it will send the form (template to owner).</SPAN></FONT></DIV>
<DIV><FONT face=Arial color=#0000ff size=2><SPAN
class=194185216-09022006></SPAN></FONT> </DIV>
<DIV><FONT face=Arial color=#0000ff size=2><SPAN class=194185216-09022006>Here
is that code:</SPAN></FONT></DIV>
<DIV><FONT face=Arial color=#0000ff size=2><SPAN
class=194185216-09022006></SPAN></FONT> </DIV>
<DIV><FONT face=Arial color=#0000ff size=2><SPAN class=194185216-09022006>if
(($self->TransactionObj->Type eq "CustomField")
&&<BR>($self->TransactionObj->NewValue eq "Send"))
{<BR>return(1);<BR>} else {<BR>return(undef);<BR>} </SPAN></FONT></DIV>
<DIV><FONT face=Arial color=#0000ff size=2><SPAN
class=194185216-09022006></SPAN></FONT> </DIV>
<DIV><FONT face=Arial color=#0000ff size=2><SPAN class=194185216-09022006>Again,
nothing is happening when i take one of the tickets in my test instance and set
that field. Any suggestions? </SPAN></FONT></DIV>
<DIV><FONT face=Arial color=#0000ff size=2><SPAN
class=194185216-09022006></SPAN></FONT> </DIV>
<DIV><FONT face=Arial color=#0000ff size=2><SPAN class=194185216-09022006>I'm
not a heavy programmer, I am just trying to use this tool to improve our work
flow. Any assistance would be greatly appreciated.</SPAN></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> Monday, February 06, 2006 10:13 AM<BR><B>To:</B>
rt-users@lists.bestpractical.com<BR><B>Subject:</B> RE: [rt-users] Fickle
owner changes<BR><BR></FONT></DIV>
<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></BLOCKQUOTE></BODY></HTML>