Emmanuel, Thanks for great input but those things we are already doing. The key, though, is that when a new requester IS added, for any reason, they need to receive an email (the Autoreply template, actually) letting them know. That's what I need the condition for - how to trap the addition of a new Requester so I can then Notify Requesters in a scrip. The normal scrip only fires On Create - I need one to fire On Add Requester.
Thanks, -Rick On 1/17/2014 7:43 AM, Emmanuel Lacour [via RequestTracker] wrote: > On Thu, Jan 16, 2014 at 12:29:12PM -0800, rwzoerner wrote: > > I found a list of condition snippets that was great, but for all it > had, it > > missed any examples related to when a new requestor is added. > > > > One scenario is that technicians frequently take a phone call and > create the > > ticket for the requestor. That makes them the requestor and then > they have > > to go in and change it to the correct person. > > > you may: > > - disable CurrentUser to be the default requestor (empty field) > - use RT::Extension::MendatoryRequestor to force your staff to enter a > valid one > > that would reduce the wrong requestors. > > you may also tweak your IPBX to create the ticket and lookup the > requestor in a directory (hints: asterisk, RT REST access, LDAP/Customer > database) ;) > > > > > Another possibility is that they simply need to add a second name as > > requestor. > > > > Even it's allowed to use multiple requestors in RT, I personnaly don't > like this as it may make things complicate when it comes to automate > based on requestor. > > But if you wan't to do so, your staff can: > > - do it when creating the ticket, "their email, customer email" in > Requestor field > - do it after ticket creation using the "People" link in the ticket > menu. > > > -- > Easter-eggs Spécialiste GNU/Linux > 44-46 rue de l'Ouest - 75014 Paris - France - Métro Gaité > Phone: +33 (0) 1 43 35 00 37 - Fax: +33 (0) 1 43 35 00 76 > mailto:[hidden email] </user/SendEmail.jtp?type=node&node=56338&i=0> > - http://www.easter-eggs.com > > > ------------------------------------------------------------------------ > If you reply to this email, your message will be added to the > discussion below: > http://requesttracker.8502.n7.nabble.com/How-to-create-a-scrip-Condition-for-OnAddRequestor-tp56325p56338.html > > > To unsubscribe from How to create a scrip Condition for > OnAddRequestor, click here > <http://requesttracker.8502.n7.nabble.com/template/NamlServlet.jtp?macro=unsubscribe_by_code&node=56325&code=cmlja0B6b2VybmVyLmNvbXw1NjMyNXwtMTczNDEzOTU5OQ==>. > NAML > <http://requesttracker.8502.n7.nabble.com/template/NamlServlet.jtp?macro=macro_viewer&id=instant_html%21nabble%3Aemail.naml&base=nabble.naml.namespaces.BasicNamespace-nabble.view.web.template.NabbleNamespace-nabble.view.web.template.NodeNamespace&breadcrumbs=notify_subscribers%21nabble%3Aemail.naml-instant_emails%21nabble%3Aemail.naml-send_instant_email%21nabble%3Aemail.naml> > > -- View this message in context: http://requesttracker.8502.n7.nabble.com/How-to-create-a-scrip-Condition-for-OnAddRequestor-tp56325p56339.html Sent from the Request Tracker - User mailing list archive at Nabble.com.
