Hi Fran,
Here's how I'd attack your problem.
1. Change your On Create scrip to Notify Other Recipients and then create
a custom template (NotifySysadmins for instance).
2. Create an RT group called SysAdmins.
3. Have your NotifySysadmins template send the notification e-mail to the
RT SysAdmins group. Something like this:
To: {
my $group = RT::Group->new( $RT::SystemUser );
$group->LoadUserDefinedGroup("SysAdmins");
$OUT = $group->MemberEmailAddressesAsString; }
{ $Transaction->Content() }
This way your SysAdmins only get unowned new-ticket notifications, not all
the other noise.
Regards,
Gene
At 02:18 PM 8/28/2007, Fran Fabrizio wrote:
> 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
--
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
