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

[Kevin Falcone]

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

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