Hi all, I finally got around to trying this out and was unfortunately unsuccessful. Of course there is a VERY high likelihood I did something wrong. What I would like to accomplish is notify the new Requestor when we change Requestors manually on a ticket (that way they know they have a ticket open).
Based on Roy's e-mail below here is exactly what I did: Go to New Scrip screen Description: RequestorChange Condition: - Action: User Defined Template: Global template: Autoreply Stage: TransactionCreate Custom Condition: blank Custom action preparation code: $self->TicketObj->AddWatcher(Type=>'Requestor', Email => $CustomerEmailAddress); Custom action cleanup code: blank Thanks everyone! -----Original Message----- From: Roy El-Hames [mailto:[EMAIL PROTECTED] Sent: Friday, October 06, 2006 5:35 AM To: Helmuth Ramirez Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Notify Requestor on Requestor change Hi Hemuth; I have n't RT available to me now but from memory; I *think* your Condition should be on create with user defined action, I am not sure how you'll want to grab the new requestor (ie the original customer email address) , but when you do have it your custom action can be something similar to: $self->TicketObj->AddWatcher(Type=>'Requestor', Email => $CustomerEmailAddress); If you want to remove the staff member requestor --who forwarded the message-- you do : $self->TicketObj->DeleteWatcher(Type=>'Requestor', Email => $StaffEmailAddress); And then you set your template the Autoreply. Possibly you'll need to delete the default scrip On Create AutoReply to requestor on Create Good luck Roy Helmuth Ramirez wrote: > Hey guys, > I hate to be that guy that brings up old requests..buuuuut, can > someone give me some advice on this? > > I'd really appreciate it. > > Thanks everyone :) > > -----Original Message----- > From: [EMAIL PROTECTED] > [mailto:[EMAIL PROTECTED] On Behalf Of Helmuth > Ramirez > Sent: Thursday, September 28, 2006 5:27 PM > To: rt-users@lists.bestpractical.com > Subject: [rt-users] Notify Requestor on Requestor change > > Hi all, > In our environment it is common for us to forward an e-mail to RT to > convert it into a ticket. Once it's a ticket we can change the > requestor (since by default it would be us). We do it like this to > avoid the cut and paste alternative. > > So, with that said, is there a way to....let me rephrase that, I KNOW RT > can do it, I just don't know how. We would like to change the requestor > and upon doing so the new requestor be notified. I checked the default > conditions, and they involve all the 'Change' items (Status, Priority, > Owner, Queue) except Requestor :( > > Any help would be REALLY appreciated. > > Cheers!! > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: [EMAIL PROTECTED] > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: [EMAIL PROTECTED] > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com