I have a global scrip which applies to all of our queues. It basically forces the status of a ticket to 'new' when it is moved to a different queue. For the most part this works well. However, I have a group which has "ownership" of two queues. One is our triage queue and the other is a queue for operational support.
Sometimes, a person will take ownership of a ticket prior to moving it from triage. If this happens, it makes setting the status back to new moot since the original owner will likely retain ownership and continue working on the ticket. With that in mind I'm trying to devise a condition which will check if the new queue is the ops support queue and if the current owner is a: not Nobody and b: has the right to own a ticket in the ops support queue. Currently, the condition for this scrip is 'On Queue Change'. In order to enact these other conditions, will I have to use a custom condition and incorporate the functionality of 'On Queue Change' or can I add the conditions to the Custom action preparation code field and use it as an additional check? Or, can I simply use an 'unless' conditional in the Custom action cleanup code field? -- Keep up with me and what I'm up to: http://theillien.blogspot.com _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
