[rt-users] Use the same Template when a ticket is created in a queue and when a ticket is moved to a new queue

[Kevin Falcone]

On Sat, Feb 11, 2012 at 09:53:49PM +0100, Haim Dimer wrote:
> 1. RT moves the ticket to the new Queue
> 2. RT then runs the scrip with the "Notify New Owners" Template
> 3. RT realizes that User A cannot work Queue 2
> 4. RT disowns User A from the Ticket and attributes it the Nobody
> 
> The fact that action #4 happens after #2 makes it so that my logic in
> "Notify New Owners" is not working.
> 
> I can't simply remove the first check from my Template, here's why: If
> the ticket was owned by User B, since that user can work both Queues,
> RT would not change ownership on queue change therefore no one needs
> to be notified.
> 
> I hope I was clear enough. I'd love some advice on what to do here. Thanks guys.

What condition are you using, a custom one?  You may need to tune it
to be On Create OR On Owner change to Nobody which will probably get
you what you want.

-kevin
-------------- 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/20120213/7c827215/attachment.sig>