I think I understand; You can create a custom scrip with Condition: User Defined Custom condition: if ($self->TransactionObj->Field eq 'Owner' and $self->TransactionObj->OldValue == 10) { return 1; } return undef;
10 : is the default Users.id value for the nobody user. Good luck; 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 16:08 > To: rt-users@lists.bestpractical.com > Subject: Re: [rt-users] Script Codes > > 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 > >> > >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > >> Buy a copy at http://rtbook.bestpractical.com > >> > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com