[rt-users] On move to Support Notify Requestors

[Nick Fennell]

Hey Thomas. Thanks for the reply.

Unfortunately, this doesn't seem to be working either. The auto reply is sent even if the queue a ticket is being moved from was not Triage.

eg.

Ticket exists in queue 'Triage'.
Ticket is moved to queue 'Support'
Auto-reply is sent.

Ticket exists in queue 'RMA'.
Ticket is moved to queue 'Support'
Auto-reply is sent.

My scrip is configured as below:

Condition: On Queue Change
Action: Autoreply to Requestors
Template: AutoreplyFromSupport
Stage: TransactionCreate

Custom Condition:

return 0 unless $self->TransactionObj->Type eq "Set";
return 0 unless $self->TransactionObj->Field eq "Queue";
return 0 unless $self->TransactionObj->OldValue eq 'Triage';
return 1;

It seems that whenever a ticket is moved into the Support queue the auto response is sent regardless of the condition. At this point I'm thinking that either the condition isn't being evaluated or that the values/options used to recognise the previous queue are incorrect.

I did read a thread online somewhere that indicated the queue change actually takes place before the condition is checked. This though would result in a fail at some point and I don't see that to be the case.

Nick
-- 
Nick Fennell
ApplianSys Support Team Leader

ApplianSys Limited
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On 9 Jan 2013, at 17:50, Thomas Sibley <trs at bestpractical.com> wrote:

> On 01/09/2013 03:35 AM, Nick Fennell wrote:
>> I'm assuming here that the condition will result in '1' (fail) if the
>> OldValue does not evaluate to be 'QueueName'.
>> 
>> If OldValue does evaluate to be QueueName then the condition returns
>> '0' resulting in the Scrip running.
> 
> Returning 1 (a true value) doesn't make the scrip fail, it causes it to
> run.  Return 0 (a false value) doesn't make the scrip run, it causes it
> to fail.  You have it backwards.  Try this:
> 
> return 0 unless $self->TransactionObj->Type eq "Set";
> return 0 unless $self->TransactionObj->Field eq "Queue";
> return 0 unless $self->TransactionObj->OldValue eq 'QueueName';
> return 1;