On Tue, Mar 09, 2010 at 01:13:42PM -0500, Joe Kirby wrote: > I would like to achieve the following event upon a ticket being Resolved. > > RT is delivered with a global scrip for Resolved using a delivered > Template for Resolved.
Joe If all you want are Queue specific templates for Resolved, just make a template at the queue level and it will override any global template of the same name. -kevin > Assumption is that a scrip can only have a single template assigned and > therefore I would need > several Resolved scrips/templates with specific conditions. I am assuming > if the condition is > not met then it would do nothing and try the next scrip. > > I tried to establish a Global CF for all Queues. This CF would have a > Resolved Template value > available to be set at the Queue Level. > > When a ticket is resolved I would have a global scrip with a user defined > condition to > determine if the ticket status was resolved AND if the value of the Queue > CF for which > Template to use was equal to the scrip/template I am in then perform the > notification to > requestor else move onto the next Resolve scrip. > > I know it sounds crazy but we want to offer custom messages/surveys > depending on which Queue > it is resolved. > > I have had success using CF's involving ticket transactions but have hit > the wall trying to > get this to work. I am trying to avoid having a separate resolve > scrip/template established > for each queue. We have 92 Queues which will have a group of 5-6 possible > resolved > scrip/template options since that is the number of different groups using > it at our campus. > > Thanks in advance > > Joe Kirby > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: [email protected] > > 2010 RT Training Sessions! > San Francisco, CA, USA - Feb 22 & 23 > Dublin, Ireland - Mar 15 & 16 > Boston, MA, USA - April 5 & 6 > Washington DC, USA - Oct 25 & 26 > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com
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_______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [email protected] 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 & 23 Dublin, Ireland - Mar 15 & 16 Boston, MA, USA - April 5 & 6 Washington DC, USA - Oct 25 & 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
