<html xmlns:v="urn:schemas-microsoft-com:vml" xmlns:o="urn:schemas-microsoft-com:office:office" xmlns:w="urn:schemas-microsoft-com:office:word" xmlns:m="http://schemas.microsoft.com/office/2004/12/omml" xmlns="http://www.w3.org/TR/REC-html40">
<head>
<meta http-equiv=Content-Type content="text/html; charset=us-ascii">
<meta name=Generator content="Microsoft Word 12 (filtered medium)">
<style>
<!--
/* Font Definitions */
@font-face
{font-family:"Cambria Math";
panose-1:2 4 5 3 5 4 6 3 2 4;}
@font-face
{font-family:Calibri;
panose-1:2 15 5 2 2 2 4 3 2 4;}
@font-face
{font-family:Verdana;
panose-1:2 11 6 4 3 5 4 4 2 4;}
/* Style Definitions */
p.MsoNormal, li.MsoNormal, div.MsoNormal
{margin:0cm;
margin-bottom:.0001pt;
font-size:11.0pt;
font-family:"Calibri","sans-serif";}
a:link, span.MsoHyperlink
{mso-style-priority:99;
color:blue;
text-decoration:underline;}
a:visited, span.MsoHyperlinkFollowed
{mso-style-priority:99;
color:purple;
text-decoration:underline;}
span.EmailStyle17
{mso-style-type:personal-compose;
font-family:"Calibri","sans-serif";
color:windowtext;}
.MsoChpDefault
{mso-style-type:export-only;}
@page Section1
{size:612.0pt 792.0pt;
margin:72.0pt 72.0pt 72.0pt 72.0pt;}
div.Section1
{page:Section1;}
-->
</style>
<!--[if gte mso 9]><xml>
<o:shapedefaults v:ext="edit" spidmax="1026" />
</xml><![endif]--><!--[if gte mso 9]><xml>
<o:shapelayout v:ext="edit">
<o:idmap v:ext="edit" data="1" />
</o:shapelayout></xml><![endif]-->
</head>
<body lang=EN-GB link=blue vlink=purple>
<div class=Section1>
<p class=MsoNormal>We’re setting up RT to handle our IT Service Desk,
with an inbound “triage” queue which we intend to split out to Infrastructure,
Rental and Business Systems work queues.<o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal>I want our analysts to be sent an e-mail when the Service
Desk pass something back from triage into one of the work queues, and a Global “On
Queue Change” scrip seemed to be the right way to go (eventually I’ll
want to do some more clever call allocation stuff as well, but for now I’m
adopting a ‘keep it simple’ approach!).<o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal>The scrip is :-<o:p></o:p></p>
<p class=MsoNormal>Description: Queue Transfer<o:p></o:p></p>
<p class=MsoNormal>Condition: On Queue Change<o:p></o:p></p>
<p class=MsoNormal>Action: Notify AdminCCs<o:p></o:p></p>
<p class=MsoNormal>Template: Global template: QTransfer<o:p></o:p></p>
<p class=MsoNormal>Stage: TransactionCreate<o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal>The Template is:-<o:p></o:p></p>
<p class=MsoNormal>Name: QTransfer<o:p></o:p></p>
<p class=MsoNormal>Description: Transfer of ticket<o:p></o:p></p>
<p class=MsoNormal>Content:<o:p></o:p></p>
<p class=MsoNormal>A ticket has been transferred to this queue.<o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal>Ticket #{$Ticket->id()}<o:p></o:p></p>
<p class=MsoNormal>Requestor:
{$Ticket->Requestors->MemberEmailAddressesAsString()}<o:p></o:p></p>
<p class=MsoNormal>Subject: {$Ticket->Subject}<o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal>Description:<o:p></o:p></p>
<p class=MsoNormal>{ $Ticket->Transactions->First->Content; }<o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal>==<o:p></o:p></p>
<p class=MsoNormal>I have a group created for each work queue, which is
configured to be AdminCC on the queue, but when I open a call in the triage
queue and change it to one of the work queues, no e-mail!<o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal>Am I missing something fundamental here? Any help would be
appreciated – we’re using RT 3.6.6, against Apache 2.2.3 with perl
5.8.8 installed.<o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal>Cheers,<o:p></o:p></p>
<p class=MsoNormal>Steve.<o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span
style='font-size:7.5pt;font-family:"Verdana","sans-serif"'>--</span><span
style='font-size:12.0pt;font-family:"Times New Roman","serif"'> <br>
</span><span style='font-size:7.5pt;font-family:"Verdana","sans-serif"'>Steve
Ironside</span><span style='font-size:12.0pt;font-family:"Times New Roman","serif"'>
<o:p></o:p></span></p>
<p class=MsoNormal><o:p> </o:p></p>
</div>
<DIV><P><HR>
Any views/opinions expressed in this email are that of the author and may <BR>
not reflect the views of BIS Industrial Services Ltd - www.bis-is.co.uk<BR>
<BR>
BIS Salamis (M&I) Ltd. Registered In Scotland: SC54207<BR>
Registered Office: 4 Greenhole Place, Aberdeen, AB23 8EU<BR>
VAT No: 267 5548 21<BR>
BIS Salamis Ltd. Registered in England And Wales: 1690942<BR>
Registered Office: 46 Pinbush Road, Lowestoft, NR33 7NL<BR>
VAT No: 373 2129 65<BR>
<BR>
This e-mail may contain secrets or privileged, undisclosed or otherwise confidential information.<BR>
If you have received this e-mail in error, you are hereby notified that any review, copying or distribution of it is strictly prohibited.<BR>
Please inform us immediately and destroy the original transmittal. Thank you for your cooperation.
</P></DIV>
</body>
</html>