[rt-users] Send user an email once ticket has been assigned to an owner

[Kenneth Crocker]

Demetrius,

Try this:

Condition: user-defined
Action: Notify Requestor (or whomever, maybe all, whatever)
Template: Your name it
Stage: TransactionCreate

Custom Condition:

# check transaction for an initial owner assignment

my $trans = $self->TransactionObj;
my $ticket = $self->TicketObj;

return 0 unless ($trans->Field eq 'Owner');
return unless ($trans->OldValue = RT::Nobody()->id());
return 0;

That's what we do.

Kenn
LBNL

On Wed, Sep 29, 2010 at 12:14 PM, Pinder, Demetrius <dpinder at udel.edu>wrote:

> Hi,
>
>
>
> I’m new to RT and I’m hoping someone can help me or point me in the right
> direction.
>
>
> Currently, we have our users request a ticket by logging in and filling out
> a web form. Upon submission of their request, the user receives an HTML
> email confirmation. Then we go into RT and set the queue and assign the
> owner (by default, the owner is set to “nobody”).
>
>
>
> I would like to send another HTML email to the user once their ticket has
> been assigned an owner.
>
>
>
> This is what I have so far:
>
>
>
> Scrip:
>
> Description: OwnerSet
>
> Condition: On Owner Change
>
> Action: Send Email
>
> Template: Global template: Notify User of Owner Set
>
> Stage: TransactionCreate
>
>
>
> Template:
>
> To: email address
>
> Subject: {$Ticket->Subject} changed to Owners
>
>
>
> Ticket {$Ticket->id} has been assigned
>
>
>
> {$RT::WebURL}Ticket/Display.html?id={$Ticket->id}
>
>
>
> -------------
>
>
>
> The owner of your ticket is: {$Ticket->OwnerObj->Name}
>
>
>
> Any help is greatly appreciated!!!
>
>
>
> Thanks!
>
>
>
>
>
>
> Demetrius Pinder
>
> CITA II
>
> Development Office, University of Delaware
>
> Office: (302) 831-6800
>
> dpinder at udel.edu
>
>
>
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>
>
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