Is it possible to automatize an email when a ticket is moved?

[IrishPikachu]

Hello folks, I hope everyone is alright.

The institution I work at entrusts us to send an email to the user every time we move their ticket to another queue. The thing is, I work in first line IT support and I do a lot of redirection. This new rule is slowing me down tremendously - I have to reply to the ticket with the transfer message, move it, and reset the owner to none so someone in the new queue will read it. Given the speed (or lack thereof) of the computer's we're lent for work and the volume of tickets, it's very time-consuming.
Is there a way to automatize the email whenever it's moved from our main queue to another? I tried snooping around GenericAgent and I found out it's possible to set a note automatically when a ticket's moved to a specific queue, but the note isn't visible to the customer, solely to other Znuny agents.

Thanks for the help.

[root]

Hi,

You are probably looking for Ticket Notifications and the system configuration Ticket::EventModulePost###2700-ForceOwnerResetOnMove

- Roy

[hkais]

Hello folks, I hope everyone is alright.

The institution I work at entrusts us to send an email to the user every time we move their ticket to another queue. The thing is, I work in first line IT support and I do a lot of redirection. This new rule is slowing me down tremendously - I have to reply to the ticket with the transfer message, move it, and reset the owner to none so someone in the new queue will read it. Given the speed (or lack thereof) of the computer's we're lent for work and the volume of tickets, it's very time-consuming.
Is there a way to automatize the email whenever it's moved from our main queue to another? I tried snooping around GenericAgent and I found out it's possible to set a note automatically when a ticket's moved to a specific queue, but the note isn't visible to the customer, solely to other Znuny agents.

Thanks for the help.

I would use a generic agent using:

Code: Select all

- Event Based Execution (Single Ticket)
with Event: TicketQueueUpdate

and on Select i would select your named queue
"yourTargetQueue"

and on Update, you can set the owner to Admin

So on each move to the queue it will remove the owner and set admin as owner

The benefits why using generic agents vs other solutions in znuny, you can easily find via googling: "Generic Agent vs Postmaster Znuny"
I am not allowed to share direct link here...

[IrishPikachu]

Hello hkais,

Thanks for your answer. I suppose sending the transfer reply and then moving without having to change the owner is already something. Thanks for the QOL tip.

Thanks!

[root]

So on each move to the queue it will remove the owner and set admin as owner

That's what exactly is done with Ticket::EventModulePost###2700-ForceOwnerResetOnMove

Really don't know why the wheel needs to be reinvented.

- Roy

[IrishPikachu]

That's what exactly is done with Ticket::EventModulePost###2700-ForceOwnerResetOnMove

Thanks for this.
Do you know if there is a way to auto-send an email when a ticket is moved?

- Teo

[root]

That's what exactly is done with Ticket::EventModulePost###2700-ForceOwnerResetOnMove

Thanks for this.
Do you know if there is a way to auto-send an email when a ticket is moved?

Ticket Notification, as already said, use the event TicketQueueUpdate as trigger.

- Roy

[hkais]

That's what exactly is done with Ticket::EventModulePost###2700-ForceOwnerResetOnMove

Really don't know why the wheel needs to be reinvented.

- Roy

I know this feature only as global config (for all Queues)
How can I limit it to only specific queues, which are possible with the GA?

[root]

That's what exactly is done with Ticket::EventModulePost###2700-ForceOwnerResetOnMove

Really don't know why the wheel needs to be reinvented.

- Roy

I know this feature only as global config (for all Queues)
How can I limit it to only specific queues, which are possible with the GA?

It's global, and I did not see any restriction to queues mentioned in the initial post.

- Roy

[hkais]

It's global, and I did not see any restriction to queues mentioned in the initial post.

- Roy

IMHO it is inherrent a restriction, if you have to do something globally, instead of having the freedom to choose where you want to use it.
Anyway the user has now both options to define it globally for all queues (system config) or selectively for few queues (generic agent)