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

Kevin Falcone falcone at bestpractical.com
Tue Mar 9 13:31:22 EST 2010


On Tue, Mar 09, 2010 at 01:13:42PM -0500, Joe Kirby wrote:
>    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.

Joe

If all you want are Queue specific templates for Resolved, just make a
template at the queue level and it will override any global template
of the same name.

-kevin

>    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

> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 2010 RT Training Sessions!
> San Francisco, CA, USA - Feb 22 & 23
> Dublin, Ireland - Mar 15 & 16
> Boston, MA, USA - April 5 & 6
> Washington DC, USA - Oct 25 & 26
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com

-------------- next part --------------
A non-text attachment was scrubbed...
Name: not available
Type: application/pgp-signature
Size: 195 bytes
Desc: not available
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20100309/4e1f03cb/attachment.sig>


More information about the rt-users mailing list