<!DOCTYPE html PUBLIC "-//W3C//DTD HTML 4.01 Transitional//EN">
<html>
<head>
<meta content="text/html;charset=ISO-8859-1" http-equiv="Content-Type">
</head>
<body bgcolor="#ffffff" text="#000000">
testwreq,<br>
<br>
Sounds to me like you might be better off creating your own "On Create
Set Owner" scrip and in that scrip select a template that just gives
out the results. That way you can code <i>your</i> conditions to check
current owner <i>before</i> you modify it and send out the Email.<br>
<br>
Kenn<br>
LBNL<br>
<br>
On 9/3/2009 10:29 AM, testwreq wreq wrote:
<blockquote
cite="mid:a0c34f0a0909031029v5b8a7bcata30e8e804ac698c4@mail.gmail.com"
type="cite">
<p class="MsoPlainText" style="margin: 0in 0in 0pt;"><font
face="Consolas" size="3"> </font></p>
<p class="MsoPlainText" style="margin: 0in 0in 0pt;"><font
face="Consolas" size="3">Dear RT Gurus,</font></p>
<p class="MsoPlainText" style="margin: 0in 0in 0pt;"><font
face="Consolas" size="3">We have created cusomized "Auto Reply"
templates for all the queues, that overwrites the "Global Auto Reply"
template. I am wondering if anyone know of any documentation on
customizing template with conditions?</font></p>
<p class="MsoPlainText" style="margin: 0in 0in 0pt;"><font
face="Consolas" size="3"> </font></p>
<p class="MsoPlainText" style="margin: 0in 0in 0pt;"><font
face="Consolas" size="3">Basically, the first few lines of my
customized template is assigning a owner 'A' to the queue, and it does
not record the transaction.</font></p>
<p class="MsoPlainText" style="margin: 0in 0in 0pt;"><font
face="Consolas" size="3"> </font></p>
<p class="MsoPlainText" style="margin: 0in 0in 0pt;"><font
face="Consolas" size="3">This is fine when the request is generated
via email. However, we are coming accross a situation where users are
generating request using the 'Ticket Create Option' of the interface
and want to assign the ticket to another staff member.. i.e. oweber
'B'. The users are able to select owner "B" from the interface, but
because of our customized template, the owner is written back as "A".</font></p>
<p class="MsoPlainText" style="margin: 0in 0in 0pt;"><font
face="Consolas" size="3"> </font></p>
<p class="MsoPlainText" style="margin: 0in 0in 0pt;"><font
face="Consolas" size="3">Is there a condition that I can use to check
the previous value of "owner"</font></p>
<p class="MsoPlainText" style="margin: 0in 0in 0pt;"><font
face="Consolas" size="3">prior to assigning owner "B"?</font></p>
<p class="MsoPlainText" style="margin: 0in 0in 0pt;"><font
face="Consolas" size="3"> </font></p>
<p class="MsoPlainText" style="margin: 0in 0in 0pt;"><font
face="Consolas" size="3">For Eaxmple, check if Field=>'owner' has a
value,</font></p>
<p class="MsoPlainText" style="margin: 0in 0in 0pt;"><font size="3"><font
face="Consolas"><span style=""> </span>if yes, keep the same value
and set RecordTransaction=>0,<span style=""> </span>ELSE</font></font></p>
<p class="MsoPlainText" style="margin: 0in 0in 0pt;"><font size="3"><font
face="Consolas"><span style=""> </span>give the value as 'B'<span
style=""> </span>and set RecordTransaction=>0</font></font></p>
<p class="MsoPlainText" style="margin: 0in 0in 0pt;"><font
face="Consolas" size="3"> </font></p>
<p class="MsoPlainText" style="margin: 0in 0in 0pt;"><font
face="Consolas" size="3"> </font></p>
<p class="MsoPlainText" style="margin: 0in 0in 0pt;"><font
face="Consolas" size="3">Any suggestions/hlp will be appreciated.
Regards rq.</font></p>
<p class="MsoPlainText" style="margin: 0in 0in 0pt;"><font
face="Consolas" size="3">============= END ===========</font></p>
<p class="MsoPlainText" style="margin: 0in 0in 0pt;"><font
face="Consolas" size="3"> </font></p>
<p class="MsoPlainText" style="margin: 0in 0in 0pt;"><font
face="Consolas" size="3">{</font></p>
<p class="MsoPlainText" style="margin: 0in 0in 0pt;"><font
face="Consolas" size="3">### assigns owner but doesn't record
transaction ### Note that $owner needs to be the RT id for the owner
object, ### not a name or e-mail address.</font></p>
<p class="MsoPlainText" style="margin: 0in 0in 0pt;"><font
face="Consolas" size="3">my $owner = '22';</font></p>
<p class="MsoPlainText" style="margin: 0in 0in 0pt;"><font
face="Consolas" size="3">$Ticket->_Set(Field=>'Owner',
Value=>$owner, RecordTransaction=>0); $OUT .= ""; }</font></p>
<p class="MsoPlainText" style="margin: 0in 0in 0pt;"><font
face="Consolas" size="3">Subject: AutoReply: {$Ticket->Subject}</font></p>
<p class="MsoPlainText" style="margin: 0in 0in 0pt;"><font
face="Consolas" size="3"> </font></p>
<p class="MsoPlainText" style="margin: 0in 0in 0pt;"><font
face="Consolas" size="3">This message has been automatically generated
in response to the creation of a trouble ticket regarding:</font></p>
<p class="MsoPlainText" style="margin: 0in 0in 0pt;"><font
face="Consolas" size="3">{</font></p>
<p class="MsoPlainText" style="margin: 0in 0in 0pt;"><font size="3"><font
face="Consolas"><span style=""> </span>if ($Ticket->Subject() eq
'') {</font></font></p>
<p class="MsoPlainText" style="margin: 0in 0in 0pt;"><font size="3"><font
face="Consolas"><span style=""> </span>$OUT .= "<span style="">
</span>No Subject";</font></font></p>
<p class="MsoPlainText" style="margin: 0in 0in 0pt;"><font
face="Consolas" size="3">}</font></p>
<p class="MsoPlainText" style="margin: 0in 0in 0pt;"><font
face="Consolas" size="3">}</font></p>
<p class="MsoPlainText" style="margin: 0in 0in 0pt;"><font size="3"><font
face="Consolas"><span style=""> </span>{ $Ticket->Subject() }</font></font></p>
<p class="MsoPlainText" style="margin: 0in 0in 0pt;"><font
face="Consolas" size="3"> </font></p>
<p class="MsoPlainText" style="margin: 0in 0in 0pt;"><font
face="Consolas" size="3">A summary of which ...</font></p>
<p class="MsoPlainText" style="margin: 0in 0in 0pt;"><font
face="Consolas" size="3">===================</font></p>
<p class="MsoPlainText" style="margin: 0in 0in 0pt;"><font
face="Consolas" size="3">{$Transaction->Content()}</font></p>
<pre wrap="">
<hr size="4" width="90%">
_______________________________________________
<a class="moz-txt-link-freetext" href="http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users">http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users</a>
Community help: <a class="moz-txt-link-freetext" href="http://wiki.bestpractical.com">http://wiki.bestpractical.com</a>
Commercial support: <a class="moz-txt-link-abbreviated" href="mailto:sales@bestpractical.com">sales@bestpractical.com</a>
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at <a class="moz-txt-link-freetext" href="http://rtbook.bestpractical.com">http://rtbook.bestpractical.com</a></pre>
</blockquote>
</body>
</html>