[rt-users] Fickle owner changes

Jonathan Godbeer JonathanG at pyramidcorporation.com
Mon Feb 6 12:13:09 EST 2006

I started looking into my issue and realized that part of the problem is I am creating a scrip to run off of OnOwnerChange when I should be making a custom condition.
This queue is used for purchasing. We get a request and fill out what information we are given. We then do the footwork and fill in the remaining fields after researching needs and costs. Once that is done I wanted to have a specific template sent to the owner to be printed out and handed off to the paper bureaucracy.
I had initially set it up so that once the information was inputted, the person working the ticket would assign themself ownership and receive the form to print in the e-mail. The system is not recognizing the owner change in certain situations.
What I would like to do now then is to have the template I have created be sent to the owner when a specific custom field is set from a null value to a string value.
Here is what I have so far from reading through related articles:
if (($self->TransactionObj->Type eq "CustomField") and
($self->TransactionObj->Field eq "purch_vendor") and
($self->TransactionObj->NewValue ne 0)) {
} else {
Now one thing that I realized from reading up is that the Field eq "purch_vendor" will probably not work. I read that you need to specify the field's ID. How do I call on that information?

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Jonathan Godbeer
Sent: Saturday, February 04, 2006 1:37 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Fickle owner changes

In one of my queues, I have set up a scrip to send a template which is a form that needs printing. That part works fine, now it only sends the form to the new owner on owner change.

Here's the catch. If owner A creates a ticket and sets it to nobody initially, then takes ownership once the necessary information is sent out, the scrip does not run and the form is not sent to them. However, if owner A sets it to nobody as before and completes it then sets it to owner B, owner B does receive the e-mail.

This tells me that the system does recognize the change in ownership from nobody to somebdy as a change. 

Basically, if someone Takes a ticket, it isn't classifying this as an owner change. If they assign it from unowned, it does. Why? Any thoughts on how to correct this behaviour?

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