[rt-users] Custom Scrip/Template when changing ownership

[Garith Dugmore]

Hi fellow RT ppl,

Currently I have a custom scrip/template setup to email a requestor when 
taking ownership of a ticket which works very nicely. Recently we've 
discovered when manually changing an owner of ticket you own to someone 
else on the team the requestor will be emailed using the same template. 
This is to be expected as the owner of the ticket has been changed; the 
only issue with this that the scrip/template assumes the person who last 
updated the ticket is its owner which is this case it isn't anymore.

I'd like to create a new scrip/template so when shuffling tickets around 
to another team member an email will go out to all team members and 
requestor indicating the switch of ownership. I suspect I'd also need to 
change the way my current scrip/template is working to avoid double 
emails going out.

Would anyone already have done something similar?

-- 

Garith Dugmore
Senior Systems Administrator
South African Astronomical Observatory
and Southern African Large Telescope

SAAO Website:   http://www.saao.ac.za
SALT Website:   http://www.salt.ac.za
Jabber:         gar_I_th at jabber.co.za
MSN:            garithd at hotmail.com
Skype:          garith5512