[rt-users] Comment to Owner fails when creating the ticket

[Scott Thomson]

Hey Christian, 

I had an issue where if you create a ticket and assign the owner at the same time they never got notification, I added the following scrip to deal with it.

Condition: On Create
Action: Notify Owner as Comment
Template: Global Template: Transaction
Stage: Transaction Create 

I may have changed my transaction template from the stock one so that it sends the last comment.  I think you can find info in the wiki on that.

Scott

-------------------------------------------------------------------------
Scott Thomson
Unitarian Universalist Association
Information Technology Services - Helpdesk
25 Beacon Street
Boston, MA 02108
617-948-6109  Fax-617-725-8886
sthomson at uua.org

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Christian Hammers
Sent: Thursday, November 11, 2004 10:18 AM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Comment to Owner fails when creating the ticket

Hello

We have a "tech" queue were the accountants are not subscribed to.
Occassionally though, somebody assigns a ticket to them and, of course wants them to see the comments to their tickets.

Theoretically this can be done by adding 
	at: Comment
	action: Notify Owner as Comment
	template: Global Template: Transaction
	stage: Transaction Create

But praktically when using the upper-border "Create ticket in [queue]"
formular, it seems RT does first send the mail to the subscribers and then assigns the ticket an Owner.
At least the non-"tech"-queue owner did not receive any comment mail.

Ideas?

bye,

-christian-

-- 
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Technik                       CISCO Systems Partner - Authorized Reseller
                              Lütticher Straße 10      Tel 0241/701333-11
ch at westend.com                D-52064 Aachen              Fax 0241/911879

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