Hi Tim,
The number of schools is small enough that I'd do it this way:
1. Create a group with the same name as each school (BHS in this
case). The members of the group are the respective techs. This lets you
scale to multiple techs at a single location or have a single tech cover
multiple locations.
2. When you get the info from your LDAP query (BHS), use it to get the
e-mail address of each member of the BHS group, then send your notification
to the resulting e-mail list.
3. As techs come and go, just update the group membership.
Have fun!
Gene
At 08:04 PM 8/21/2007, Tim Wilson wrote:
Hi everyone,
Our RT system is used throughout our school district which includes eight
different schools. Each school has its own technician who handles the vast
majority of tech support requests at that school. All of our RT tickets
feed into a central queue called "Incidents," a design decision that
allows our techs to help one another by dipping into the Incidents queue
to grab tickets when they have time.
I just finished a scrip action that sets a custom field for each ticket in
the Incidents queue based on the result of an LDAP query. For example, if
a teacher from our high school submits a ticket, a ticket custom field
called "Building" gets set to "BHS".
Now here's the issue: I'd like to notify the technician at a particular
school when someone from that school submits a ticket. I don't want to set
the tech as the ticket owner because it's possible that another tech will
actually grab it. And I don't want to overwhelm all the techs by notifying
them of every incoming ticket.
What's the best approach?
Would it help to create a user custom field and set that to the building too?
Could I use the SendEmailAction for this and create a version of the
template for each of the techs?
http://wiki.bestpractical.com/view/SendEmailAction
I'd love to hear what some of you think.
-Tim
--
Tim Wilson, Director of Technology
Buffalo-Hanover-Montrose Schools
214 1st Ave NE Buffalo, MN 55313
ph: 763.682.8740 fax: 763.682.8743 http://www.buffalo.k12.mn.us
_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
Community help: http://wiki.bestpractical.com
Commercial support: [EMAIL PROTECTED]
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
--
Gene LeDuc, GSEC
Security Analyst
San Diego State University
_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
Community help: http://wiki.bestpractical.com
Commercial support: [EMAIL PROTECTED]
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
