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

[Steve Ironside]

Thanks for the thoughts so far, guys - unfortunately it doesn't seem to
have made any difference! I've also tried changing from a group as the
AdminCC to a user, but that didn't work. Then I tried building a scrip
on the destination queue rather than keeping it at global level, and
that's not playing ball either.

Given the old adage that 90% of IT problems are permission based, is
there a particular permission that needs to be set on the queues (either
source or destination) in order for this scrip to work? The following
permissions are set up for a permitted user on the destination queue:-
CommentOnTicket; CreateTicket; DeleteTicket; OwnTicket; ReplyToTicket;
SeeQueue; ShowOutgoingMail; ShowScrips; ShowTemplate; ShowTicket;
ShowTicketComments; StealTicket; TakeTicket; Watch; WatchAsAdminCC.

Steve.

-----Original Message-----
From: Kenneth Crocker [mailto:KFCrocker at lbl.gov] 
Sent: 27 February 2008 19:30
To: Roy El-Hames
Cc: Steve Ironside; rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Global Queue Change - problem with script
execution (newbie)

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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