Hi Kenn, At this point, we aren't using Approvals at all, so the answer about ANY ticket is "sorta" ... we do have a few queues that we don't want to know about ... we have other partners using queues in our RT implementation, so we'd probably have to do a user defined condition, I suppose.
I guess one of our questions was, can the Approvals feature be used for the end of a ticket's life (onResolve), rather than the beginning (onCreate)? Also, just doing an onResolve scrip, I didn't see an easy way to send the response output (template, et al) to a specific user (who is not in the AdminCC or any other list associated with the ticket) ... is there a good example somewhere I could borrow from? Thanks, Sam Kenneth Crocker wrote: > Samuel, > > > Do you want to alert billing to ANY ticket that gets resolved, > regardless if it was in the Approvals queue or not? if so, a simple > scrip with the "onResolve" condition would do it. However, if you have > other conditions you want considered, you will need to make that > condition "User-defined" and put in your specific perl code for your > other conditions. You could also create a special template for this > particular notification which would include the pertinent ticket info > so that person wouldn't have to go to RT and hunt up the ticket, etc. > > Kenn > LBNL > > On 2/19/2008 9:47 AM, Samuel P. Howard wrote: >> Hi. >> >> In order to help our billing person, I am trying to find a way to >> alert her when a ticket gets resolved. I've come up with a few >> options, and would like some thoughts, opinions, suggestions, etc: >> >> 1 - Write a custom scrip that e-mails her upon Status -> Resolved >> >> 2 - Try to convince the Approvals feature to work on Ticket Resolved, >> not Ticket Created >> >> From these, the pros and cons so far: >> >> 1: >> pros: should be pretty easy to implment >> cons: piles of e-mail in her inbox >> cons: the data is outside of RT, so hard for someone else to step >> in if she goes on vacation, gets sick, etc >> >> 2: >> pros: if it can be done, it should give a nice view via RT (single >> location to go to for the data) >> cons: can Approvals be convinced to work on Status->Resolved? >> >> Right now, we have a custom field that is used in a report to find >> tickets that have not yet been billed, but there are a few problems >> with this. >> >> 1 - no timely notification (i.e. she has to run the report daily and >> try to figure out what's different to review each ticket for complete >> data needed to do the billing) >> 2 - if the custom field "accidentally" gets flipped, the ticket never >> shows in the report, so it never gets billed or accounted for. >> >> Hopefully, this gives some idea of what we are trying to achieve. >> Suggestions welcome! >> >> Thanks, >> Sam >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> 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 >> > _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users 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
