{mumbles about lists that don't default to reply-to list}
Re: I want to turn RT into Bugzilla
If the plethora of notification forms in base RT are inadequate,
it is certainly possible to build anything else one desires wth
scrips (must be developed by the sysadmin). For instance, if your
boss can't do RSS* and wants to be notified only when something is
done (and approvals are too heavy because he doesn't want to have
to lift a finger) you can have a scrip triggered On Resolve to
notify select users. Normally those users would be people already
listening to the ticket, or hardcoded into the scrip... but with
the clever application of custom fields (CF can apply to tickets,
queues or users), you could give users the ability to opt out of
all notifications except for those satisfying certain pre-coded
conditions. So the PHB would be a cc on the ticket, but his custom
field would say "notification on resolve only" and the default
scrips would be modified to heed these preferences. It's actually
much simpler to do than i may have mae it sound, though I still
question the utility.
RT4 is supposed to have a simpler "rules engine" that will allow
lowly users to to create their own actions and notices in a point
& click manner.
* perform a search for the types of things you want to be notified of,
and add the corresponding feed to your reader. As if by magic, new
items appear as appropriate. Or save the search & use a dashboard.
TIMTOWTDI
--
Free map of local environmental resources: http://CambridgeMA.GreenMap.org
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MOTD on Setting Orange, the 23rd of The Aftermath, in the YOLD 3175:
Niven's Law #9: Ethics change with technology.
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