[rt-users] notify requestor of all owner changes except ones to specfic user

[Benjamin Ortega]

Hello,

In setting up RT at our organization, we've configured it to 
automatically assign tickets to our manager, who then reassigns them to 
staff members as needed. What I'd like to do is notify requestors of the 
second assignment (i.e. when the person who is actually handling it gets 
the ticket), but not the first (which is a simple custom scrip).

The problem is that using the standard "On Owner Change, Notify 
Requestors" scrip options causes RT to send an e-mail for the first 
assignment. So, I'm hoping to come up with a scrip action that sends 
e-mail for all owner changes except the first (or, conceivably, for all 
owner changes except changes that go to our manager guy).

Is there a good starting point for this anywhere? Could I possibly 
modify the existing On Owner Change scrip? Any ideas would be greatly 
appreciated...

-- 
Benjamin Ortega                     Minnesota Population Center
Applications Programmer             University of Minnesota
ortega at hist.umn.edu                 http://www.pop.umn.edu