Hi Mike,
I haven't done this, but it sounds pretty straightforward using a scrip.
Have a custom field with 2 possible values, "blank" and "disown".
Your scrip uses a custom condition that triggers when that field changes
to "disown". You have the custom action do the owner change (to
nobody), the queue change, and then change the custom field back to
"blank". The wiki should be able to give you good examples of all three
actions as well as the custom condition.
Regards,
Gene
On 5/13/2010 7:34 AM, Mike Johnson wrote:
Hi everyone,
I'm curious if anyone has ventured out to build a scrip that would unown a
ticket, and reassign to another queue based on a custom field value.
Basically what I was looking for was the ability to hide all other queues from
a group of support staff. But when they get a ticket that doesn't belong to
them, they can remove themselves as owners, and put the ticket in the
appropriate queue. Now if you have the queues hidden, the only thing I could
think of is let the RT-system remove them as owner, and change the queue based
off of a custom field value they'd change.
Is it possible?
Has anyone done it?
Thanks!
Mike Johnson
Datatel Programmer/Analyst
Northern Ontario School of Medicine
955 Oliver Road
Thunder Bay, ON P7B 5E1
Phone: (807) 766-7331
Email: [email protected]
Technology assistance: email [email protected]
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Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
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Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
