On Tue, 2010-03-02 at 20:12 -0500, Jason A. Smith wrote: > > It's possible, but is more complicated. Can you describe why moving > > ticket between queues doesn't work for you? > > The ticket would end up in the correct queue, but it generates some > unnecessary email in the process when the admin watchers of the original > queue are notified about the new ticket in their queue when it is > created, when in fact it isn't meant for them, unless this can be > suppressed when the needed queue move is detected. Will a false return > from the custom action prep code prevent this? I guess I need to refer > to my RT Essentials book again, tomorrow morning since it is in my > office. > > Also, the default queue change template is just a basic change > notification, so it doesn't contain the original problem description. I > suppose with some extra logic, the original problem description could be > added to some (or maybe all) of the queue change notification emails.
I updated our queue change template to include the original content from the ticket creation transaction, that part wasn't too difficult. I even got the create scrip to look at the message and identify what I need, but I am having trouble duplicating what the built-in scrip does when it executes the Notify AdminCc action. I am trying to get the scrip to not notify anyone when the ticket is automatically moved to a different queue, which is easy, but if the ticket is not moved, it should notify the AdminCcs, just like normal. What code in a Scrip will duplicate that default notify action? ~Jason -- /------------------------------------------------------------------\ | Jason A. Smith Email: [email protected] | | Atlas Computing Facility, Bldg. 510M Phone: +1-631-344-4226 | | Brookhaven National Lab, P.O. Box 5000 Fax: +1-631-344-7616 | | Upton, NY 11973-5000, U.S.A. | \------------------------------------------------------------------/
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