On Tue, Jan 17, 2012 at 21:55, Todd French <[email protected]> wrote: > Ruslan, > > Yes, as follows: > Description: On Queue Change, Notify AdminCC if not owned > Condition: User Defined > Action: Notify AdminCcs > Template: Global Template: Queue Notification > Stage: TransactionCreate > > Custom Condition: > return 0 unless $self->TransactionObj->Type eq "Set"; > return 0 unless $self->TransactionObj->Field eq "Queue"; > return 1 unless $self->TicketObj->Owner != $RT::Nobody->id; > > With this current code, it sends out a notification regardless of whether the > ticket was owned or not when it changes queue. I'm starting to wonder if > this isn't because the ticket is being untaken or assigned at the same time > that it changes queue (usually).
Owner is changed to nobody if the current owner has now rights to own tickets in new queue. > > > Todd French | Information Technology > Help Desk Administrator > > THE PRIVATEBANK > 70 West Madison Street > Chicago, Illinois 60602 > Help Desk: (312).564.1146 > p: (312).564.6968 > > > -----Original Message----- > From: [email protected] [mailto:[email protected]] On Behalf Of > Ruslan Zakirov > Sent: Saturday, January 14, 2012 2:41 PM > To: Todd French > Cc: [email protected] > Subject: Re: [rt-users] Queue Notification Scrip question > > On Fri, Jan 13, 2012 at 23:39, Todd French <[email protected]> wrote: >> Ruslan, >> >> This reply is really late, but I've finally been slotted the time to work on >> this again. I'm trying to do as you say with the following Custom Condition: >> >> return 0 unless $self->TransactionObj->Type eq "Set"; >> return 0 unless $self->TransactionObj->Field eq "Queue"; >> return 1 unless $self->TicketObj->Owner != $RT::Nobody->id; >> >> But it is not working properly. It does send an email on queue change, but >> it does it regardless if the owner is set to "nobody in particular" or >> assigned to a user. I assume I am missing something here. >> > > Have you selected 'User Defined' condition? Otherwise code looks good. > >> >> >> -----Original Message----- >> From: [email protected] [mailto:[email protected]] On Behalf >> Of Ruslan Zakirov >> Sent: Thursday, December 08, 2011 5:55 AM >> To: Todd French >> Cc: [email protected] >> Subject: Re: [rt-users] Queue Notification Scrip question >> >> On Mon, Nov 21, 2011 at 11:54 PM, Todd French >> <[email protected]> wrote: >>> I’m trying to tidy up the notifications our users get on RT, currently we >>> have in place a scrip that On Queue Change, Notify Admin CC’s. What I’d >>> like to do is tweak this so that it only sends the notification for tickets >>> that change when the owner is nobody, as we also have set a notification >>> when the owner changes. This way we’re only broadcasting to all AdminCC’s >>> when there’s something to go take ownership of, not something that is >>> already owned. >>> >>> >>> >>> I’ve tried using a custom condition such as: >>> >>> return 1 unless $self->TicketObj->Owner != $RT::Nobody->id; >>> >>> but I was unsure on how to replicate the usual Notify AdminCC’s action. >> >> You don't need to replicate Notify action. You need custom condition >> and replicate On Queue Change condition what is really simple. >> >> -- >> Best regards, Ruslan. >> >> ________________________________ >> >> The information transmitted is intended only for the person or entity to >> which it is addressed and may contain confidential and privileged material. >> Unauthorized review, use, disclosure, or distribution is prohibited. If you >> receive this material/information in error, please contact the sender and >> destroy the material/information. >> >> Email is not a secure form of communication and should not be used to >> transmit personal or confidential information such as account numbers, >> balance information, or wire transfer requests. The PrivateBank is not >> responsible for the security of sensitive information received by email. > > > > -- > Best regards, Ruslan. > > ________________________________ > > The information transmitted is intended only for the person or entity to > which it is addressed and may contain confidential and privileged material. > Unauthorized review, use, disclosure, or distribution is prohibited. If you > receive this material/information in error, please contact the sender and > destroy the material/information. > > Email is not a secure form of communication and should not be used to > transmit personal or confidential information such as account numbers, > balance information, or wire transfer requests. The PrivateBank is not > responsible for the security of sensitive information received by email. -- Best regards, Ruslan. -------- RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 & 6, 2012
