[rt-users] Comment when ticket transfers queues

[Ruslan U. Zakirov]

Vicki Stanfield wrote:
> Brookes, Iris wrote:
> 
>> Create a custom field to hold the new value. Next, create a scrip to
>> set the value of this custom field on queue change.
>>
>> Iris
>>
>> -----Original Message-----
>> From: rt-users-bounces at lists.bestpractical.com
>> [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Vicki
>> Stanfield
>> Sent: Friday, June 17, 2005 11:07 AM
>> To: rt-users at lists.bestpractical.com
>> Subject: [rt-users] Comment when ticket transfers queues
>>
>>
>> I am trying to determine how to get RT to prompt for and add a comment
>> to the ticket when it is transferred to another queue. I tried editing
>> the Global OnQueueChange scrip, but I haven't gotten it right. I tried
>> to change it from Notify AdminCCs to Notify Watchers and from Global
>> template: Transaction to Global template: Correspondence or Global
>> template: Admin Comment. Neither worked. Do I need to create a custom
>> template? I am new to all of this scrip stuff, but I appreciate the
>> power it gives RT. Now I just need to understand it better. Thanks for
>> your time and consideration.
>>
>> Vicki
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>>  
>>
> So why would this be a custom field, when all I want is the same result
> as if I'd added a comment to the ticket and then transferred it to
> another queue? I just want it to be a single action instead of two
> steps. Did I state my question badly, or does this really require a
> custom field? I would think it could go where the other comments and/or
> replies go. Still learning,
IMHO Iris didn't understand you as I, too. CFs can't help with your
problem much.

Vicki, scrips wouldn't help you here, too. Scrips can't affect UI and
can't interact with client. Scirps can do background job and only after
something had happened already(for example ticket was moved to another
queue).

AFAIU, you want RT shows "add comment" page if user moves ticket. Right?
I think this is possible with hacking RT a little.

> 
> Vicki
> Vicki
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>