Stephen,
Thanks for that info. Glad to know it. I think I will just modify the
global scrip to ignore that one Queue. That's easier than dropping it
and making 50+ Queue specific scrips.
Kenn
LBNL
Stephen Turner wrote:
At Wednesday 6/27/2007 05:49 PM, Kenneth Crocker wrote:
To all,
I was under the assumption that any global scrip applied to
all queues, but that if one created a "queue only" scrip with the same
name, the global scrip would be ignored. I have a global scrip that
states:
name: Notify other recipients on correspond
condition: on correspond
action: notify other recipients
template: global template: correspondence
stage: TransactionCreate
I have duplicated this scrip by name for queue "GL":
name: Notify other recipients on correspond
condition: on correspond
action: notify other recipients as comment
template: global template: correspondence
stage: TransactionCreate
The difference is the "as comment" part. I thought the "as
comment" meant that an E_mail will NOT go out (otherwise, why have
that difference?). I made this second scrip because out of 50+ queues,
the owner of the GL queue does not want this type of notification. So,
I thought by creating the second scrip, it would resolve the problem.
IT doesn't work. The AdminCc and the CC watchers still get E_mail on
correspondence. Anyone have a clue as to why? Thanks.
Kenn
LBNL
Hello Kenn,
Neither of these scrips should notify watchers - 'other recipients' are
one-time recipients that you'd type on the reply screen. So I'd say the
notifications you see are coming from another scrip.
Also - "as comment" means that the mail will be sent with the queue's
comment address as the return address. So if someone replies, their
reply will come back to the ticket as a comment.
Steve
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