[rt-users] Scrip Regarding Escalation Of Ticket To Higher Queue

Kevin Falcone falcone at bestpractical.com
Thu Jul 23 10:27:12 EDT 2009

On Tue, Jul 21, 2009 at 04:16:36PM +0530, Varun wrote:
>    I want one functionality like whenever any ticket from my one queue (i.e 24online level 2) is
>    escalated to higher queue ( QAFED ) mail should be fired to admin CC's of QAFED queue that
>    ticket has been escalated to their queue. We have 24 queues in all but I want functionality
>    only for this two queues. Can any one suggest me how I can write scrip for it and if possible
>    please provide me script with template of mail. I am a bit new in RT so I am not much aware of
>    writing custom scrip or scrip.

You want to use the On Queue Change and the Notify AdminCc action
Set it up at the Queue level on the queue tickets will be moving into.


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