[rt-users] Notify requestors on priority change

[Aaron Guise]

If you are the requestor then RT by default will not notify you as you
completed the change.   However if another user was the requestor then an
email would be sent out.  The way I tested this was to email from an
external account, take ownership of the ticket and update the priority.
This then triggered off the email.

Also to get the new and or old values you should be able to use the below;
New Value: {$Transaction->NewValue}
Old Value: {$Transaction->OldValue}

*Regards,*

*Aaron Guise
027 212 6638
aaron at guise.net.nz
 *



On Wed, Mar 11, 2009 at 9:25 AM, vxtrq <rob.wib at gmail.com> wrote:

>
> Friends,
>
> I am an everyday user of RT, and while it takes some time to get used to
> I've started to appreciate it's functionality, specially since learning
> about scrips. I am, however, stuck at the moment.
>
> What I have is a queue, where I want the requestor to know (by e-mail)
> whenever the priority of one of his/hers tickets change. To achieve this, I
> set up the following scrip in the queue:
>
> Condition: On priority change
> Action: Notify requestors
> Template: myTemplate
> Stage: TransactionCreate
>
> However, no mail is dispatched when I change priority on a ticket (note
> that
> I change priority, not Final Priority). I know that this is not a problem
> with mailing or the template, since the above scrip works perfectly well if
> I choose "Notify CCs" instead of "Notify Requestors", which I find really
> strange.
>
> Another thing I'd like to achieve with this is within the template I use
> with the above scrip. It looks like this as of now:
>
> "Ticket "{return $Ticket->Subject}" had its priority changed to {return
> $Ticket->Priority;}."
>
> Which works fine, but it would be nice to also specify the PREVIOUS
> priority, ie "[...]changed from priority 1 to 2". I am not very familiar
> with Perl or RT's variables, but would this be achievable?
>
> I would be very thankful with any insight.
>
> Regards
> Robert W
> --
> View this message in context:
> http://www.nabble.com/Notify-requestors-on-priority-change-tp22442629p22442629.html
> Sent from the Request Tracker - User mailing list archive at Nabble.com.
>
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