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

[Gene LeDuc]

On 3/9/2010 10:13 AM, 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.
>
> 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.
>

If you only have 6 possible e-mail responses, it is reasonable to do the 
queue checking with code in the template itself using if(){}elsif(){} 
blocks.  I do this quite a bit.  I wouldn't recommend it for a a lot of 
different e-mail responses though.

Gene