On 3/9/2010 10:13 AM, 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. > > 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. >
If you only have 6 possible e-mail responses, it is reasonable to do the queue checking with code in the template itself using if(){}elsif(){} blocks. I do this quite a bit. I wouldn't recommend it for a a lot of different e-mail responses though. Gene _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 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