[rt-users] Comment when ticket transfers queues

[Vicki Stanfield]

Ruslan U. Zakirov wrote:

>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
>>
>>    
>>
>
>  
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Yes, that sounds like exactly what I want. What is the next step?

Vicki