[rt-users] Need to trigger scrip on ticket moved *out* of queue

[Helmuth Ramirez]

We use this non-global scrip:

Description: QueueTransfer
Condition: On Queue Change
Action: Notify Other Recipients
Template: New Ticket in Queue
Stage: Transaction Create

The template is a simple message we created letting the helpdesk staff a
new ticket is sitting out there.  So when a user's queue changes into
ours, the distribution list gets notified.  Here is what it looks like:

<template>

CC: dl-helpdesk at compupay.com

A new ticket has been created.

Ticket #{$Ticket->id()}
Requestor: {$Ticket->Requestors->MemberEmailAddressesAsString()}
Subject: {$Ticket->Subject}

Description:
{ $Ticket->Transactions->First->Content; } 


</template>
 

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Scott
Courtney
Sent: Tuesday, May 22, 2007 9:38 AM
To: RT-Users at lists.bestpractical.com
Subject: [rt-users] Need to trigger scrip on ticket moved *out* of queue

Good morning!

We are trying to set up a scrip that will notify a pager email address
when
a ticket is moved *out of* one particular queue, regardless of the
destination
queue.

Ordinarily, we could put this on the global scrips, but we only want it
to
affect one queue. Since the messages will go to a pager, we don't want a
page
every time anyone moves any ticket anywhere. :-)

The initial thought was to use the "On Queue Change" condition, but it
appears
that fires at the destination queue rather than at the source queue. I
was
able to get our scrip to work when we move a ticket *into* the queue,
but not
when something moves out. As with global, we can't just put this scrip
on all
the other queues, because then we'll be bombarded with unwanted
notifications.

Here's what I have now, for testing:

Description: Notify pager when ticket moved out
Condition:   On Queue Change
Action:      Notify AdminCCs
Template:    Global template: Transaction
Stage:       Transaction Create

Custom conditions/actions: none

We'll probably change the action to a custom action once we get the
triggering
right. For now, I just want to validate that a known-working action is
fired
when the event of interest occurs.

Do I need to go to a custom condition for this? If so, what determines
when
my conditional expression is evaluated?

Thanks for any advice.

Scott

-- 
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