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

[Kenneth Crocker]

Roy,


	I'm not sure the "RT-Attach-Message: Yes" line is necessary. If he just 
wants to send a comment and ticket info, I don't think he needs that line.


Kenn
LBNL

On 2/27/2008 2:15 AM, Roy El-Hames wrote:
> Steve;
> At the top of the template put the mail headers something like:
> Subject: Queue Change: {$Ticket->Subject}
> RT-Attach-Message: Yes
> 
> 
> Then leave atleast 2 lines blank before you add your text, give this a 
> try and see if it works.
> 
> Roy
> 
> 
> Steve Ironside wrote:
>> We're setting up RT to handle our IT Service Desk, with an inbound
>> "triage" queue which we intend to split out to Infrastructure, Rental
>> and Business Systems work queues.
>>
>>  
>>
>> I want our analysts to be sent an e-mail when the Service Desk pass
>> something back from triage into one of the work queues, and a Global "On
>> Queue Change" scrip seemed to be the right way to go (eventually I'll
>> want to do some more clever call allocation stuff as well, but for now
>> I'm adopting a 'keep it simple' approach!).
>>
>>  
>>
>> The scrip is :-
>>
>> Description: Queue Transfer
>>
>> Condition: On Queue Change
>>
>> Action: Notify AdminCCs
>>
>> Template: Global template: QTransfer
>>
>> Stage: TransactionCreate
>>
>>  
>>
>> The Template is:-
>>
>> Name: QTransfer
>>
>> Description: Transfer of ticket
>>
>> Content:
>>
>> A ticket has been transferred to this queue.
>>
>>  
>>
>> Ticket #{$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.
>>
>>  
>>
>>   
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>>
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