Hi Hemuth;
I have n't RT available to me now but from memory; I *think* your
Condition should be on create with user defined action, I am not sure
how you'll want to grab the new requestor (ie the original customer
email address) , but when you do have it your custom action can be
something similar to:
$self->TicketObj->AddWatcher(Type=>'Requestor', Email =>
$CustomerEmailAddress);
If you want to remove the staff member requestor --who forwarded the
message-- you do :
$self->TicketObj->DeleteWatcher(Type=>'Requestor', Email =>
$StaffEmailAddress);
And then you set your template the Autoreply.
Possibly you'll need to delete the default scrip On Create AutoReply to
requestor on Create
Good luck
Roy
Helmuth Ramirez wrote:
Hey guys,
I hate to be that guy that brings up old requests..buuuuut, can
someone give me some advice on this?
I'd really appreciate it.
Thanks everyone :)
-----Original Message-----
From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf Of Helmuth
Ramirez
Sent: Thursday, September 28, 2006 5:27 PM
To: [email protected]
Subject: [rt-users] Notify Requestor on Requestor change
Hi all,
In our environment it is common for us to forward an e-mail to RT to
convert it into a ticket. Once it's a ticket we can change the
requestor (since by default it would be us). We do it like this to
avoid the cut and paste alternative.
So, with that said, is there a way to....let me rephrase that, I KNOW RT
can do it, I just don't know how. We would like to change the requestor
and upon doing so the new requestor be notified. I checked the default
conditions, and they involve all the 'Change' items (Status, Priority,
Owner, Queue) except Requestor :(
Any help would be REALLY appreciated.
Cheers!!
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