[rt-users] Question on using QUEUE related Custom Field for Resolved Condition Checking scrip/template

[Joe Kirby]

I would like to achieve the following event upon a ticket being  
Resolved.

RT is delivered with a global scrip for Resolved using a delivered  
Template for Resolved.

Assumption is that a scrip can only have a single template assigned  
and therefore I would need several Resolved scrips/templates with  
specific conditions. I am assuming if the condition is not met then it  
would do nothing and try the next scrip.

I tried to establish a Global CF for all Queues. This CF would have a  
Resolved Template value available to be set at the Queue Level.

When a ticket is resolved I would have a global scrip with a user  
defined condition to determine if the ticket status was resolved AND  
if the value of the Queue CF for which Template to use was equal to  
the scrip/template I am in then perform the notification to requestor  
else move onto the next Resolve scrip.

I know it sounds crazy but we want to offer custom messages/surveys  
depending on which Queue it is resolved.

I have had success using CF's involving ticket transactions but have  
hit the wall trying to get this to work. I am trying to avoid having a  
separate resolve scrip/template established for each queue. We have 92  
Queues which will have a group of 5-6 possible resolved scrip/template  
options since that is the number of different groups using it at our  
campus.



Thanks in advance



Joe Kirby
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