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

[Roy El-Hames]

Agreed :¬)
I could n't think of any other header lines to demonstrate the point.

Roy

Kenneth Crocker wrote:
> 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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>>
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>
>