> It seems to me that you want the queue AdminCc list to be disregarded > if someone is added to the ticket's AdminCc list. I don't think > that's the way RT works. I'm pretty sure that RT combines any ticket > AdminCcs with the queue AdminCcs when it sends e-mail. I don't think > you can override the queue AdminCc list with a ticket AdminCc. But I > might be wrong. I believe that you are correct, and that is indeed the cause of my problem. I just am a little unclear how to solve it. :-) > It should be pretty easy to do this, however, using Notify Other > Recipients with a custom template. My real problem is this...
Goal: Have every member of the sysadmin group get a copy of an email when a ticket comes in with no owner. Overkill Solution: Add sysadmin as an AdminCC for the queue and do a On Create Notify AdminCCs as Comment. While that works it has the unpleasant side effects I previously described. What I think I really wanted was: Lighter Solution: Define an On Create scrip called NotifySysadmins whose action is a user defined one that notifies everyone in the sysadmin group with the existing Admin Comment template. So I guess (sorry for thinking out loud here) what I need to know is how to define an On Create scrip which calls a custom action that notifies sysadmin. I couldn't quite figure that out, so my hack was to make sysadmin an AdminCC, since we already have a Notify AdminCCs as Comment action. I'm off to RTFM and figure out how to define a Notify sysadmin group as Comment action, but if anyone knows this off the top of their head, I'd be very thankful. :-) -- Fran Fabrizio Senior Systems Analyst Department of Computer and Information Sciences University of Alabama at Birmingham http://www.cis.uab.edu/ 205.934.0653 _______________________________________________ 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
