[rt-users] Global Queue Change - problem with script execution (newbie)

[Steve Ironside]

We're setting up RT to handle our IT Service Desk, with an inbound
"triage" queue which we intend to split out to Infrastructure, Rental
and Business Systems work queues.

 

I want our analysts to be sent an e-mail when the Service Desk pass
something back from triage into one of the work queues, and a Global "On
Queue Change" scrip seemed to be the right way to go (eventually I'll
want to do some more clever call allocation stuff as well, but for now
I'm adopting a 'keep it simple' approach!).

 

The scrip is :-

Description: Queue Transfer

Condition: On Queue Change

Action: Notify AdminCCs

Template: Global template: QTransfer

Stage: TransactionCreate

 

The Template is:-

Name: QTransfer

Description: Transfer of ticket

Content:

A ticket has been transferred to this queue.

 

Ticket #{$Ticket->id()}

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

Subject: {$Ticket->Subject}

 

Description:

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

 

==

I have a group created for each work queue, which is configured to be
AdminCC on the queue, but when I open a call in the triage queue and
change it to one of the work queues, no e-mail!

 

Am I missing something fundamental here? Any help would be appreciated -
we're using RT 3.6.6, against Apache 2.2.3 with perl 5.8.8 installed.

 

Cheers,

Steve.

 

-- 
Steve Ironside 

 



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