[rt-users] Notify Owner on Steal

[Kenneth Crocker]

Chris,


	Actually, you also need to check if the old owner was "Nobody". I use 
this scrip condition:

#
# check transaction as an owner change; no spam for "nobody"
#
my $transaction = $self->TransactionObj;

return 0 unless $self->TransactionObj->Field eq 'Owner';
return 0 if $self->TransactionObj->OldValue == 
$self->TransactionObj->Creator;
return 1 if $self->TransactionObj->OldValue != RT::Nobody()->id();
return 0;


	This will cause the notification to continue ONLY if the old owner was 
NOT "Nobody". Unless I'm missing something, that is basically a steal. 
Hope this helps.


Kenn
LBNL

On 11/4/2008 7:51 AM, Chris Nelson wrote:
> Matt,
> 
> Thanks for the help!
> 
> However, that does not seem to work on the *steal* condition - only when 
> ownership is changed in other ways. Is something wrong with my 
> configuration or is that the way it's supposed to work?
> 
> -Chris
> 
> On Tue, Nov 4, 2008 at 12:52 AM, Matt Hoover <mhoover at thectogroup.com 
> <mailto:mhoover at thectogroup.com>> wrote:
> 
>     I think this is what you are looking for...
> 
>     http://wiki.bestpractical.com/view/NotifyOwner
> 
>     Matt
> 
> 
>     On Mon, Nov 3, 2008 at 11:13 AM, Chris Nelson <cnelson at delivra.com
>     <mailto:cnelson at delivra.com>> wrote:
> 
>         Right. I know about the permission.
> 
>         My concern is on notifying the current owner that the ticket has
>         been stolen. Is there a way to send a message to the existing owner?
> 
> 
>         On Mon, Nov 3, 2008 at 1:45 PM, Matt Hoover
>         <mhoover at thectogroup.com <mailto:mhoover at thectogroup.com>> wrote:
> 
>             Chris-
> 
>             You will need to enable "StealTicket" right on the proper
>             Q.  You can assign those permissions to users/groups or to a
>             role.  This is done under the configuration/Queues section.
> 
>             Matt
> 
>             On Mon, Nov 3, 2008 at 6:27 AM, Chris Nelson
>             <cnelson at delivra.com <mailto:cnelson at delivra.com>> wrote:
> 
>                 Is there a way to notify the owner of a ticket when it's
>                 stolen?
> 
>                 We are a small shop and only a few of us have access to
>                 RT. When one of us needs a ticket from another's queue -
>                 the fastest way to do it is to just click "steal" - is
>                 there a better way to do this process? (BTW, for
>                 everyone that's not an admin they get a message that
>                 says "you can only take tickets that are unowned" when
>                 they try to just change the owner through Basics...).
> 
>                 -Chris
> 
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