[rt-users] Change queue with a scrip before ticket creation.

[Jason A. Smith]

On Tue, 2010-03-02 at 20:12 -0500, Jason A. Smith wrote:
> > It's possible, but is more complicated. Can you describe why moving
> > ticket between queues doesn't work for you?
> 
> The ticket would end up in the correct queue, but it generates some
> unnecessary email in the process when the admin watchers of the original
> queue are notified about the new ticket in their queue when it is
> created, when in fact it isn't meant for them, unless this can be
> suppressed when the needed queue move is detected.  Will a false return
> from the custom action prep code prevent this?  I guess I need to refer
> to my RT Essentials book again, tomorrow morning since it is in my
> office.
> 
> Also, the default queue change template is just a basic change
> notification, so it doesn't contain the original problem description.  I
> suppose with some extra logic, the original problem description could be
> added to some (or maybe all) of the queue change notification emails.

I updated our queue change template to include the original content from
the ticket creation transaction, that part wasn't too difficult.  I even
got the create scrip to look at the message and identify what I need,
but I am having trouble duplicating what the built-in scrip does when it
executes the Notify AdminCc action.

I am trying to get the scrip to not notify anyone when the ticket is
automatically moved to a different queue, which is easy, but if the
ticket is not moved, it should notify the AdminCcs, just like normal.
What code in a Scrip will duplicate that default notify action?

~Jason


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