Hi, I wonder if this is achievable:
I've got RT instance with 50+ queues with mostly default notify schema
(ticket created, queue changed, owner changed, ticket resolved, taken
by, given to, etc.). This works great and users submiting tickets know
what is going on q their requests. However this 50 queues are company
inside queues, and only employees are using it.
Now there is a need for one queue for outside customers. For example if
one want to complain then sends ticket to Complain Queue and should
recive confirmation that ticket is created. Then employee who reads
ticket from this queue gives it to lets say Warehouse Queue. Normally on
this stage Requestor is getting notify that queue has changed, but if
queue chaned from Complain queue there should not be this notification.
Also if someone is taking ticket or giving to another Owner no notify as
well should be send (if ticket is from Complain Queue). Further more, if
Warehouse decided that this is not theirs case, and gives this ticket to
Production Queue, there shouldn't be notify on queue or user change. And
for the final step, if ticket is resolved, customer should have notify
with explanation.
--
BM
--
RT Training London, March 19-20 and Dallas May 20-21
http://bestpractical.com/training
