[rt-users] 'Bouncing' email to owner on Take or owner change

[Michael Grubb]

On Monday 22 April 2002 12:56 am, Justin Hawkins wrote:
Well, here is a ScripCondition that I wrote that does just that,
The conditions are, when the ticket status is new, and the previous owner is 
nobody it returns true.  I use it to automatically change the status of the 
ticket to open when the ticket is first picked up..
Which by the way, if anyone knows how I can get the ticket display screen to 
display this change immediately, I would love to know, because once the 
scripaction sets the status to open the display still shows it as new until 
you refresh.



> Hi there,
>
> I've asked this I think many moons ago, without much luck. However this
> time round I have a bit more clue and have managed to fill in most of
> the pieces of the puzzle myself.
>
> Here's what I'd like to do: Incoming requests get assigned to staff
> members by someone, and all dialogue with the customer gets handled
> purely from the mail client.
>
> So what I've done, is made a template called FirstCorrespondence, which
> among other things, includes:
>
> {$Ticket->Transactions->Next->Content()}
>
> I have installed the OwnerChange ScripCondition, so on OwnerChange, I
> NotifyOwner with the FirstCorrespondence template.
>
> This is working nicely, so if some assigns a ticket to someone else,
> that person gets the contents of the customers first email, ready to
> reply to.
>
> There are two problems here.
>
> 1). If the owner is the person who changes the ownership, the Scrip
>     doesn't occur. I understand why it doesn't, but can I change this?
> 2). In most cases I don't want subsequent owner changes to trigger the
>     above scrip. Really only the change from 'Nobody' to 'someone else'
>     should trigger it.
>
> It seems to me that a clean solution would be a method to 'bounce' a
> correspondence to the owner's email address via a certain template. I
> envisige that as a button next to Reply and Comment against a
> correspondence (say called 'Bounce') which would basically do a
> NotifyOwner with a particular template.
>
> Any comments welcome. Interested to hear if anybody else is using RT in
> a primarily mail client driven role.
>
> Regards,
>
> 	Justin
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