[rt-users] RT 3.6.3: Informing Requestor when Ticket Ownershipchanges

[Nick Metrowsky]

Hi Everyone,

Thank you for the replies for this. I keep forgetting about the
existence of Scrips and Templates for this sort of thing. Creating a
scrip and template works great.

Thanks again.

Nick

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Nick Metrowsky
Consulting System Administrator
303-684-4785 Office
303-684-4100 Fax
nmetrowsky at digitalglobe.com
DigitalGlobe (r), An Imaging and Information Company
http://www.digitalglobe.com
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-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kenneth
Crocker
Sent: Thursday, February 01, 2007 5:02 PM
To: Stephen Turner
Cc: RT Users
Subject: Re: [rt-users] RT 3.6.3: Informing Requestor when Ticket
Ownershipchanges

We used this simple code - return ( $TicketObj->OwnerObj->Name() ne 
'Nobody' );
That does it for us

Kenn Crocker
LBNL
Stephen Turner wrote:
> Todd Chapman wrote:
>> You can do that with scrips. No custom code needed either.
>>
>> On Thu, Feb 01, 2007 at 02:31:17PM -0700, Nick Metrowsky wrote:
>>> Hi Everyone,
>>>
>>>  
>>>
>>> Anyone know the procedure to set things up such that when the ticket
>>> owner is changes, that the requestor is sent an e-mail message so
they
>>> know who is working their request? I thought of using the "Watcher"
>>> permission, but it seems to only work on reply to ticket.
>>>  
>>>
>>> Any ideas would be welcome.
>>>
>>>  
>>>
>>> Nick
>>>
>>>  
> 
> The owner change condition may fire when the owner is set to Nobody
(I'm 
> not sure). You might not want to send the customer a message saying 
> "Nobody has been assigned to work on your request". If that's the
case, 
> you may need some custom condition code.
> 
> Steve
> 
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