[rt-users] Notification problem

[Forrest Blount]

Hi Kenn-- we have a similar situation.  I'm getting around it by using 
the following as a custom condition on the global scrip (I have no idea 
if your idea re: local scrips of same name super-ceding global scrips).

Obviously this particular bit of code is for transactions where tickets 
are being resolved-- depending on the global scrip you may want to tweak 
that as well.

# test if the ticket is being resolved and in the /queuename/(queue name 
must be case sensitive)
# if it is, don't run the scrip, if it isn't, run it
if (($self->TransactionObj->NewValue eq "resolved") &&
($self->TransactionObj->Type eq "Status") &&
($self->TicketObj->QueueObj->Name ne "/queuename/"))
{
return 1;
} else {
return undef;
}

Forrest

Kenneth Crocker wrote:
> To all,
>
>
>     I was under the assumption that any global scrip applied to all 
> queues, but that if one created a "queue only" scrip with the same 
> name, the global scrip would be ignored. I have a global scrip that 
> states:
>
> name: Notify other recipients on correspond
> condition: on correspond
> action: notify other recipients
> template: global template: correspondence
> stage: TransactionCreate
>
> I have duplicated this scrip by name for queue "GL":
>
> name: Notify other recipients on correspond
> condition: on correspond
> action: notify other recipients as comment
> template: global template: correspondence
> stage: TransactionCreate
>
>     The difference is the "as comment" part. I thought the "as 
> comment" meant that an E_mail will NOT go out (otherwise, why have 
> that difference?). I made this second scrip because out of 50+ queues, 
> the owner of the GL queue does not want this type of notification. So, 
> I thought by creating the second scrip, it would resolve the problem. 
> IT doesn't work. The AdminCc and the CC watchers still get E_mail on 
> correspondence. Anyone have a clue as to why? Thanks.
>
>
> Kenn
> LBNL
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