[rt-users] sending an email to requestor when request leaves a certain queue

Gene LeDuc gleduc at mail.sdsu.edu
Mon Nov 26 16:31:50 EST 2007

Hi Gary,

Make sure that you have a blank line as the first line of your new 
template.  The body of an email needs to be separated from the subject by 2 
newline characters (in other words, a blank line).


At 12:53 PM 11/26/2007, Gary Wilson Jr. wrote:
>In my organization we have an L1 queue for level one support.  All 
>requests are dumped here first.  If the level one support team cannot 
>complete the request, the request is moved to one of several L2 support queues.
>When a request is moved from the L1 queue to any of the L2 queues, I would 
>like for an email to be sent to requestors telling them their request has 
>be escalated.
>After a little research I found out that "On Queue Change" scrips only run 
>on the queue the request is being moved to and not the queue the request 
>is being moved from, which ruled out creating a queue scrip.  So I created 
>the following global scrip:
>Description: Notify requestor on L2 escalation
>Condition: User Defined
>Action: Notify Requestors
>Template: Global template: L2 Escalation
>Stage: TransactionCreate
>Custom condition:
>if ($self->TransactionObj->Type eq "Set"
>     && $self->TransactionObj->Field eq "Queue"
>     && $self->TransactionObj->OldValue eq "8")
>     {return 1;}
>     {return 0;}
>Notice that I also created a global template for this scrip to use, which 
>looks something like:
>Name: L2 Escalation
>Description: Email sent to requestors when their issue is escalated to L2 
>Content: Your help request has been escalated to the Level 2 support team.
>Problem is that no email is sent out when this newly-created template is 
>selected.  However, if in the scrip I change the Template to some 
>pre-existing template, the global "Resolved" template for example, then 
>the email does get sent.
>Anyone know what could be going on here?  Is there a better way?
>BTW, we are using version 3.6.1.

Gene LeDuc, GSEC
Security Analyst
San Diego State University 

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