Notification when ticket is RE-Assigned

[Marat Isyanov]

Hello,

I need to create trigger with e-mail notification when ticket has been RE-Assigned. Does anyone has an example like below:

Trigger 1

Type=Trigger (on entering a state)
Description=1-Trigger when a Request is Re-Assigned
Target class=User Request
Filter=
State= ?

Notification 1

Name=1-E-mail when a Request is Re-Assigned
Description=Re Assigned
Status=Being tested
Test recipient=your_email@your_company.com
From=your_email@your_company.com
Reply to=
To=SELECT Person WHERE id=:this->caller_id
Cc=SELECT Person WHERE id= :this->agent_id
bcc=
subject=ITOP Ticket Re-Assigned
body=ITOP Ticket Re-Assigned
importance=normal

[Marat Isyanov]

anyone?

[dlp]

I don't think there is no status for "re-assigned", you can use "assigned" status.

[Thiago Arcanjo]

In fact, the 're-assigned' status dont exist. The workflow just back to status 'SELECT Change WHERE status LIKE 'assigned' with a new agent_id. So the OQL query is this below:

SELECT UserRequest WHERE status = 'assigned'

You can try put the "start_date" and "last_update" filter in OQL to determine if its new assigned or not.