[rt-users] On move to Support Notify Requestors

[Nick Fennell]

Hi All,

On RT 3.6.8 I had a scrip which notified requestors upon ticket move to a particular queue.

We run a few queues here, initially all tickets land in Triage and they're then moved into queue Support once reviewed.

The autoreply seems to have stopped working on RT4.0.8 when tickets are moved from Triage to Support. If I manually create a ticket within the queue directly, all works as it should.

From reading 'rt.log', I fail to see see the scrip being called.

Scrip setup:

Description: On create auto reply
Condition: On create
Action: Autoreply to requestors
Template: Autoreply-custom
Stage: TransactionCreate

Would anyone be able to suggest potential reasons for the issue?

Many Thanks,

Nick
-- 
Nick Fennell
ApplianSys Support Team Leader

ApplianSys Limited
University of Warwick Science Park
Business Innovation Centre
Harry Weston Road
Coventry CV3 2TX

t: +44 (0) 870 7707 789
s: nick-fennell
www.appliansys.com

Our sales team sells by referral:
Less time looking for customers, more time looking after them

Subscribe: http://eepurl.com/ibKtY