[rt-users] OnQueue change script

[Gene LeDuc]

Hi Filipe,

Your first question is a pretty simple thing to do.  Create an e-mail 
template in your helpdesk queue that has the text of the e-mail you want 
the user to get (make sure you leave the first line of the template 
blank).  Create a new scrip in the helpdesk queue.  Select "On Queue 
Change" for Condition.  Select "Notify Requestors" for Action.  Select the 
template you just created for Template.  That's it!

If I'm not mistaken, you don't have to do anything for things to work the 
way you describe in your second question.  As long as the ticket number 
stays in the subject line, it should get added to the ticket history when 
the external group replies to the e-mail that your helpdesk forwarded.

Regards,
Gene

At 03:13 PM 9/29/2008, Filipe José Silva Clemente wrote:
>I have a queue called "Entrance" where the RT puts all emails received by 
>my helpdesk email address. This queue doesnt send an automatic ticket ID 
>email to the requestor.
>
>I have another queue called helpdesk used for the work team to move 
>tickets from entrance to helpdesk. I want to send an email to the 
>requestor notifying the ticket ID only when my team moves the ticket from 
>the queue entrance to the queue helpdesk.
>
>Do u have any acript to do this? Any clues or website links?
>
>Another question:
>
>My helpdesk team forwards a ticket by email to an external support team. 
>Then i want the external support team to comment the ticket and send it 
>back by email to RT and be added to the ticket history. What is the best 
>way to implement this?
>
>
>TIA,
>
>Filipe Clemente
>Portugal


-- 
Gene LeDuc, GSEC
Security Analyst
San Diego State University 
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