Hi Björn. I had considered that although, we're sometimes required to move tickets from Queue: Support to queue: RMA and vice-versa.
Having 'On queue change' would result in auto-replies being sent whenever tickets are moved into the Support queue. Is there a Custom Condition I can apply so that the scrip is only effective when source queue = Triage? Many Thanks, NIck -- Nick Fennell ApplianSys Support Team Leader ApplianSys Limited University of Warwick Science Park Business Innovation Centre Harry Weston Road Coventry CV3 2TX t: +44 (0) 870 7707 789 s: nick-fennell www.appliansys.com Our sales team sells by referral: Less time looking for customers, more time looking after them Subscribe: http://eepurl.com/ibKtY On 7 Jan 2013, at 13:20, Björn Schulz <[email protected]> wrote: > Hi Nick, > > >> Hi All, >> >> On RT 3.6.8 I had a scrip which notified requestors upon ticket move >> to a particular queue. >> >> We run a few queues here, initially all tickets land in Triage and >> they're then moved into queue Support once reviewed. >> >> The autoreply seems to have stopped working on RT4.0.8 when tickets >> are moved from Triage to Support. If I manually create a ticket >> within the queue directly, all works as it should. >> >> From reading 'rt.log', I fail to see see the scrip being called. >> >> Scrip setup: >> >> Description: On create auto reply >> Condition: On create >> Action: Autoreply to requestors >> Template: Autoreply-custom >> Stage: TransactionCreate >> >> Would anyone be able to suggest potential reasons for the issue? >> >> Many Thanks, >> >> Nick > > is "Condition: On Queue change" right for you. > > Cheers, > > Björn
