[rt-users] OnQueue change script

[Jason Doran]

Hope this helps,
regards,
Jason

On 29 Sep 2008, at 23:13, Filipe José Silva Clemente wrote:

> Hi,
>
> 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.

Set up a template on the helpdesk queue called "AutoReply"

Copy content from the global Autoreply template and make one  
modification to
this so you can access the original email content
{$Ticket->Transactions->First->Content} shown below.


====START TEMPLATE

This message has been automatically generated in response to the
creation of a trouble ticket regarding:

	"{$Ticket->Subject()}",

a summary of which appears below.

There is no need to reply to this message right now.  Your ticket has  
been
assigned an ID of [{$Ticket->QueueObj->SubjectTag || $rtname}  
#{$Ticket->id()}].

Please include the string:

          [{$Ticket->QueueObj->SubjectTag || $rtname} #{$Ticket->id}]

in the subject line of all future correspondence about this issue. To  
do so,
you may reply to this message.

                         Thank you,
                         {$Ticket->QueueObj->CorrespondAddress()}

-------------------------------------------------------------------------
{$Ticket->Transactions->First->Content}

====END TEMPLATE


Next set up a scrip for the helpdesk queue:
Stage: TransactionCreate
Condition: On Queue Change
Action: Autoreply To Requestors
Template: Autoreply
		(This will be the helpdesk Autoreply template which overrides the  
global one)
>
> 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?

I think you need to look at group rights.


>
>
> TIA,
>
> Filipe Clemente
> Portugal
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