[rt-users] Notify Requestor on Requestor change

[Helmuth Ramirez]

Hi all,
  I finally got around to trying this out and was unfortunately
unsuccessful.  Of course there is a VERY high likelihood I did something
wrong.  What I would like to accomplish is notify the new Requestor when
we change Requestors manually on a ticket (that way they know they have
a ticket open).

Based on Roy's e-mail below here is exactly what I did:

Go to New Scrip screen
Description: RequestorChange
Condition:   -
Action:      User Defined
Template:    Global template: Autoreply
Stage:       TransactionCreate

Custom Condition: blank

Custom action preparation code:
$self->TicketObj->AddWatcher(Type=>'Requestor', Email => 
$CustomerEmailAddress);

Custom action cleanup code: blank


Thanks everyone!

-----Original Message-----
From: Roy El-Hames [mailto:rfh at pipex.net] 
Sent: Friday, October 06, 2006 5:35 AM
To: Helmuth Ramirez
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Notify Requestor on Requestor change

Hi Hemuth;
I have n't RT available to me now but from memory; I *think* your 
Condition should be on create with user defined action, I am not sure 
how you'll want to grab the new requestor (ie the original customer 
email address) , but when you do have it  your custom action can be 
something similar to:

$self->TicketObj->AddWatcher(Type=>'Requestor', Email => 
$CustomerEmailAddress);

If you want to remove the staff member requestor --who forwarded the 
message-- you do :

$self->TicketObj->DeleteWatcher(Type=>'Requestor', Email => 
$StaffEmailAddress);

And then you set your template the Autoreply.
Possibly you'll need to delete the default scrip On Create AutoReply to 
requestor on Create
Good luck
Roy

Helmuth Ramirez wrote:
> Hey guys,
>   I hate to be that guy that brings up old requests..buuuuut, can
> someone give me some advice on this?
>
> I'd really appreciate it.
>
> Thanks everyone :)
>
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Helmuth
> Ramirez
> Sent: Thursday, September 28, 2006 5:27 PM
> To: rt-users at lists.bestpractical.com
> Subject: [rt-users] Notify Requestor on Requestor change
>
> Hi all,
>   In our environment it is common for us to forward an e-mail to RT to
> convert it into a ticket.  Once it's a ticket we can change the
> requestor (since by default it would be us).  We do it like this to
> avoid the cut and paste alternative.
>
> So, with that said, is there a way to....let me rephrase that, I KNOW
RT
> can do it, I just don't know how.  We would like to change the
requestor
> and upon doing so the new requestor be notified.  I checked the
default
> conditions, and they involve all the 'Change' items (Status, Priority,
> Owner, Queue) except Requestor :(
>
> Any help would be REALLY appreciated.
>
> Cheers!!
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