Roy,
We are using currently using 3.8.7. Due to our workflow we combine
the creation and assignment. sending the customer one email informing
the customer of the ticket creation and who is working the issue.
However, by using the change owner as trigger, We can no longer use the
change owner script in the event of an escalation, or other change owner
event, because that script is now attached to the creation-assignment
template. By creating a "nobody" to "somebody" owner script and
attaching that to the creation-assignment template. It would leave the
owner change script free for a true owner change/escalation event Hope
that makes a little more sense.
Thanks,
David
System Admin
RNS
On 8/6/2010 3:47 AM, Raed El-Hames wrote:
Hi David;
What version of RT are you using, if its 3.8.8 then you should be able to
change the user name format from
lib/RT/Config.pm
With regard to owner script, I am not quite sure what do you mean by " does not
allow me to use owner change as it was intended"
What does n't not do ??
Roy
-----Original Message-----
From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-
boun...@lists.bestpractical.com] On Behalf Of Sysadmin
Sent: 06 August 2010 01:55
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Script Codes
Is there a cheatsheet of RT script codes? and/or fieldcodes
Specifically, I'm looking to insert the "Real Name" of the user
assigned to a ticket. (currently inserts username)
also I'd like to generate the Email notification when the ticket is
first assigned from "nobody" to "somebody"
I'm currently using the owner change script. which sorta works, but
does
not allow me to use owner change as it was intended.
Thanks,
David
System Administrator
RNS
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Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
