[rt-users] On move to Support Notify Requestors

[Nick Fennell]

Hi Björn.

I had considered that although, we're sometimes required to move tickets from Queue: Support to queue: RMA and vice-versa.

Having 'On queue change' would result in auto-replies being sent whenever tickets are moved into the Support queue.

Is there a Custom Condition I can apply so that the scrip is only effective when source queue = Triage?

Many Thanks,

NIck
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Nick Fennell
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On 7 Jan 2013, at 13:20, Björn Schulz <bjoern.schulz at desy.de> wrote:

> Hi Nick,
> 
> 
>> 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
> 
> is "Condition: On Queue change" right for you.
> 
> Cheers,
> 
>  Björn